Reviews 4.1
3,873 total
Terry Voorhees
1 reviews US
Rude salesperson
Just an awful experience!! Avoid!!!
Date of experience: September 06, 2013
We're sorry for your experience. As you decided to cancel your order on the day of delivery, we had to charge you a 20% restocking fee. We regret that we were unable to waive it.
Jared Blackway
1 reviews US
Apparently, they send you want they want to not what you order...
I ordered a queen sized cover for my futon. I recieved a call later that day to "confirm" what size cover I needed. I explained on the phone that I needed a queen just as I had ordered, the gentleman said well they just wanted to check because all of their covers were made to order, but it would be in the mail tomorrrow. This raised my first suspicion, if its made to order how the hell will it be in the mail a day after I order it? Two days later my cover arrived. It came in a sealed plastic bag that was labelled with a sticker that said Full. I immediately called the company to tell them they sent the wrong sized cover, they said it may have been sent in the wrong bag and that I should check the label inside the cover itself for sizing. I did so while I had the gentleman on the phone and told him that it too read full. He said they had messed up and someone would call me Monday morning. Monday I recieved a call from the company and the woman basically told me that they had made that cover for my order and that I should try and put it on the futon before complaining that it was the wrong size. Once I tried it and found it not to fit I could call them back to get a different cover but I would have to cover the return shipping cost. Of course the cover did not fit. I was completely fed up at this point, I had ordered a queen sized cover, they intentionally sent a full sized one and then acted as though I had made the mistake. Luckily someone I work with overheard me complaining about their ridiculous actions and let me know they would buy the full sized cover off of me. I then went to [external reference], ordered a queen sized cover and guess what, they sent me a queen sized cover that fit my futon, and I didn't even have to have 3 conversations with them telling me I needed what they sent not what I ordered. I would not suggest doing buisness with this company as they know more about your futon then you do.... just ask them.
Date of experience: August 26, 2013
Dear Jared, Thank you for taking the time to leave us a review. We're sorry for your experience. We do confirm all futon cover orders to make sure the cover will fit perfectly. Due to a system error on our side, a wrong size cover was shipped. In a rare case like this we exchange the item on our expense and try to resolve the issue to the customers' satisfaction. Sorry it didn't work out for you.
Irina Shishkina
1 reviews US
Never, never, never purchase furniture on-line from different state
You will be very lucky if you'll receive furniture of slightly different color or lower quality. Your problems will start if you'll get dirty and damaged furniture. I received damaged sofa from Futonland on May, sent them all information ASAP, and I got a lot of calls and e-mails telling that everything will be fine, and they will find the place where sofa will be fixed, or they will return some money.... Then they stopped answer my e-mails, and return my calls. So, now it is the end of the August and I have dirty, damaged sofa and Futonland has my money. Remember they can fix something only if you are living in New York, they don't have contacts anywhere else.
Date of experience: August 26, 2013
Dear Irina, Thank you for taking the time to leave us a review. We're sorry for your experience. We're still investigating this issue and will follow up with you shortly.
CONSTANCE P BEATY
1 reviews US
The only thing they did right was do it fast.
I needed a mattress fast for my daughter, and the only thing they did fairly was sent it quickly. I spent quite a bit of time with the sales person on the phone and one thing I said VERY CLEARLY was that I wanted a mattress on the soft side for my daughter. One was recommended to me, and I was told it would be pretty soft. I also inquired about the ease of folding the mattress when my daughter had to fold the futon up, as the futon bed takes up a lot of her little bedroom. I was told, "no problem!" I asked, "so, they are made to fold?" and was told yes, of course. The delivery guy came and helped set everything up (he gets one star for at least being nice enough to set it up since this mattress was HEAVY and I couldn't have done it myself). The mattress was white, thick and like an old fashioned futon mattress, not like the picture, and did not feel soft to me. So I asked the delivery guy, is this the Support Plus Cotton mattress? I thought it was supposed to look more like a regular mattress?" but and he just shrugged and said, "well, that's what you ordered, that's what's on the slip." So I took his word for it, but when my daughter tried to sleep in it, it is so hard she can't even sleep on it! And it doesn't fold at all. It is so heavy and stiff and it's impossible for her to fold her futon up. I called the saleslady back and she was pretty rude and said since we had the mattress, we coudln't return it and swore that what was delivered was what I ordered. If so, then she and your site did a very bad job of describing her product! If we got something different than we ordered, then you should give us the right mattress and take this one back! The mattress we got did not even look like the picture on line. But I believed them when they told me they sent what I ordered. I think I got the cheapest model, either by mistake or by intention and they wouldn't admit it. I think they were dishonest and I wouldn't go near them if I were you.
Date of experience: January 06, 2013
Hi Constance, we're sorry for your experience. We've investigated your case. You wanted to purchase a futon mattress with pocket coils. Pocket coils/innersprings always make futon mattresses firmer and harder to fold. So Support Plus Cotton mattress that you've ordered is not too soft, not too firm and has pocket coils inside. All futon mattresses are intended to be used on a futon frame, so they "are made to fold", sometimes it's a bit harder because of the innersprings layer of the mattress. Almost all futon mattresses have the same look and come in creme or white color. Our online pictures are for reference only. We'll contact you shortly to see how we can help you with your case.
lionel casseroux
1 reviews US
Try to always scam you for more money on additionnal fees for delivery etc....plus the quality of the product is not great. It's better to buy on line with Target or overstock....
Terrible service !!!
Date of experience: December 05, 2012
Lionel, we don't include any additional fees in the price of low-end products to keep them affordable for those who want to save money. All shipments are extra service and require additional fees.
Paula Ruggieri
1 reviews US
They don't honor their return policy.
I bought an organic futon mattress on-line. After placing the order I got a phone call from Michele to confirm my order. When I inquired about delivery, she told me that it was curb delivery or they would charge more than I had agreed to pay. So, I told her to cancel the order, because I could get the same product at Amazon.com with inside delivery, it would only take longer. She told me she'd speak to management and get back to me. When she called again, she told me they would do inside deliver for the freight I had agreed to.I got an e-mail with the order confirmation and at the bottom there is the following statement: "We guarantee your satisfaction on every product we sell with a full refund less a 20% restocking charge. Items including damaged must be returned within 30 days from the day you receive them, no questions asked." I got the product and it had a very strong smell. So strong we had to put the mattress on the porch to air out. We let it airing out for 1 week, but the smell was still very strong. Next, we try to put a futon cover on it, the smell was a little better and my husband tried to take a nap on it and had a strong headache and his stomach was upset. So, I contact both Futonland and the manufacturer (the Futon shop) and nobody could help me out with solving this issue. So we decided to take it back since we were within the 30 days to do it. I contacted Michele and first she told me that it was a final sale, I answered that that was not what was stated in the e-mail she sent me.Then she told me it would be too costly for me to send it back, that it was not worth it (we live in Philadelphia area and they are located in NYC). I told her I was driving there to take it back, so she said she would contact the management and call me back. She never did , I called again left a message with no answer. Four days later (on a Saturday) and before the 30 days on their policy was up, we drove the mattress to New York and returned it. They gave us a receipt that we had done it and told us someone would call on Monday, never did. My husband contacted them two more times and they had all kind of excuses for not refunding us. Next we contacted American Express and disputed the charge but we still haven't heard from them. So stay away from them, besides bad product their service is terrible. Go to Amazon instead, It might take longer to get it, but it's cheaper and no hassle return if needed. UPDATE ANSWER TO FUTONLAND: I guess I should have written a review, instead of contacting you. You've answer to it,in a couple of hours, never returned my calls or requests that quick if ever, after I had paid for the merchandise. I'd like to respond to your answer: 1) I have bought 2 other organic mattress (Naturepedic) and they don't smell at all. We waited for over 15 days for the smell to dissipate and it didn't. 2) I never asked for inside delivery, but only to leave the merchandise by my door on the 3rd floor of a building. I have bought a mattress from amazon and they did that. I actually canceled the order by e-mail within 24 hours and Michele insisted in offering me the inside delivery so you could get the business. 3)No, you were not upfront with your policies, The only policy I was aware of was that I could return the product paying 20% restocking fee and loosing the money paid for shipping, what I am happy to do. For your information I was not the one to remove the plastic wrapping (film not bag) that it was wrapped, but the guy that delivered it. He should never had done it if you have this kind of policy. 4)You took the mattress back, gave a receipt and told us the transaction to put the money back in the credit card would occur on Monday, You never contact us, as promised and when we contacted you you didn't reimburse us. If you didn't intend to give us our money back, shouldn't have taken the merchandise back. Now you have both, can you explain why? 4) You called 3 days ago when I was busy so we agreed you'd call me again the next day at certain time to talk about it what never happened. So, the case is still pending 2 months after we returned the item.
Date of experience: November 30, 2012
Paula, we're sorry for your experience. The Futon Shop makes organic cotton mattresses that could have a natural fresh odor (of unbleached cotton). Sometimes it could take a few days for the smell to dissipate. Both our company and The Futon Shop (who as a manufacturer reserves the right to sell on Amazon) offer Standard shipping option which only includes curbside delivery. All inside deliveries and white glove service are provided for an extra fee. We are always upfront about our policies. By placing the order, you agree to all of our policies stated. Mattresses are not returnable once removed from plastic bag. Please read our Return Policy here: http://www.futonland.com/shipping_info.htm#return_policy We'll follow up on your case shortly.
Gail F.
1 reviews US
Just Didn't Care
I ordered a sofa what I was really excited about, got an order confirmation and then waited for delivery, longer than they indicated, and finally called them to find out what was going on. The woman on the phone acted strange, like she knew something she wasn't allow to tell. She said nothing about the company not having contacted me about the delay in shipping. I felt as if I had entered a private conversation that wasn't any of my business. She told me, with no care or transparency, that she would have to call me back. When she did, she said that, because of the storm Sandy, the manufacturer's inventory was ruined and that I wouldn't be able to get this sofa. I feel horrible for the victims of Sandy--it was a tragic thing that happened--but the tone of the woman who spoke to me was equally horrible. She had no care or concern, no interest in offering me another option. She was cold as ice. I kept thinking while she was speak to me what the owner of the company would be thinking if he had heard how she was with me. She wouldn't have had her job another day. At least, that's how I would have reacted. And this poor customer service, this completely insensitive treatment just goes on and on. I will never visit Futonland's website again.
Date of experience: November 25, 2012
Gail, we're sorry for your bad experience. We've investigated the case and will do better job next time. Thank you for your feedback.
linda marsala
1 reviews US
slow delivery
was sent this e-mail to rate futonland, but have not received my order yet! (4 weeks)
Date of experience: November 25, 2012
Hi Linda, sorry to hear that. As we work directly with manufacturers, we're doing our best to ship out the orders as soon as they become available. It happens sometimes that the item ordered is out of stock or has to be custom made. In this case we're only able to update the customer with an estimate date when the order will be ready to ship. We'll get back to you shortly.
Tina Auriemma
1 reviews US
There should be a minus sign before the stars
This company is horrible. The customer service rep is incompitent so much so that I had to cancel my order. Instead of going by my physical address they went by my mailing address and tried to charge me more for delivery fees. They are a rip off. I would say if you want a good piece of furniture for about the same about of money go to a reputable store like JC Pennys that's what I did. I would never use this place they are rude and not so smart.
Date of experience: November 04, 2012
Tina, we're sorry for your bad experience. We've investigated your case. You've selected one shipping address when placing the order, then changed it to another address which required higher shipping charge. We were trying to work with you to waive the difference in the fees. Sorry it didn't work out for you.
Ann M
1 reviews US
Order delayed and there was no notiification AND delivery was a near disaster. No phone call as promised, and futon haphazardly dropped off at student bookstore of all places.
This was not an easy order or delivery.
Date of experience: October 05, 2012
Ann, thank you for your feedback. We're sorry to hear about your experience with delivery company. We've shipped the order within a week and emailed you the tracking information.
Gayle
1 reviews US
Futonland should [language] for charging a 20% restocking fee!!
Get a bigger store so people can see what [language] they are getting in those boxes they have to pay to have delivered !!!!!! 1 unsatisfied customer tells 6...make that 10!!
Date of experience: September 05, 2012
Gayle, we're sorry for your bad experience. Unfortunately there is a restocking fee on all special orders. We are always upfront about our policies. We were trying to find a solution that works for you. Sorry it didn't work out.
Miriam Levenstien
1 reviews US
Would never shop at futonland again
I bought a mattress and was ashured that it was top of the line. It began to sink/dip within one week. Futonland took another 2 weeks in total to finally replace that mattress (with the same brand/same make) and unfortunately the same thing happened again. I clearly wanted this to be corrected but other than being told I would have to spend even more on an even higher quality mattress there was nothing they could do. After spending $1000 dollars at this store I would expect to have my mattress problem taken care of at futonland's expense instead of being told to spend more money. The ONLY good thing about the experience was the employee [name] who was nothing but curteos and as helpful as he could be within his power, but since he told me had no authority to replace mattresses himself there was not much he could do. The other emplyee [name] did nothing but tell me how the mattress I purchased had never had any complaints. THANKS, cause that's helpful. I ultimately had no choice but to stick with a mattress that is unsleepable on and get a topper to make it livable, again at my expense.
Date of experience: August 18, 2012
Slept on Floor because of Futon Land
1 reviews US
disorganization and miscommunication among employees and departments (i.e. shipping department, customer service department)
I scheduled to pick up my futon on May 17th at the 96th street location. I rented a car, roughly $40, to pick up the futon. A few hours before I planned to pick it up, I called the 96th street store to let them know that I was planning to pick up the futon at around 6:30 p.m. The employee informed me that my order was not at the store and that I would not be able to pick it up. I informed them that that was unacceptable and requested that they figure it out on their end. A few minutes later I received a call back from [name] telling me that there was a mistake and that my mattress was at the store and that I could pick it up. A few minutes later [name] called me back again to inform me that they made yet another mistake by mixing up my order and that I would not be able to pick up the futon. I called back, but [name] had already left for the day. Upset at the obvious disorganization and miscommunication among the several employees, I demanded compensation from the employee I was now speaking to in [name]'s stead. I told him that they needed to deliver my order to my apartment on the upcoming Saturday. i informed him that they needed to deliver it in the early afternoon as I was scheduled to go to work at 4:00 p.m. The male employee told me that he would convey that message to [name] the following day. I told him that [name] should call me back with a scheduled delivery time for Saturday. The following day [name] called me back while I was at work and asked me in a voice message if I would like to get a delivery for Saturday, a question that obviously indicated to me that the male employee did not properly notify [name] what I had requested. I called back and left a message repeating my request that they schedule a delivery for Saturday. That evening, [name] left another voice message asking the same question, which indicated to me that either she did not listen to my message or their answering machine was not functioning. Saturday morning I spoke to a male employee and demanded that they deliver my order that day. They could only schedule a delivery when I would be at work so I had to ask my superintendent to let the delivery people into my apartment. This is probably the worst experience I have ever had with a company. I will never again order from this company and I will dissuade any friends from buying from futon land.
Date of experience: May 31, 2012
holly simpson
1 reviews US
horrible customer service
I order a queen bed from them, huge mistake. I tried to place the order online but the promotion they had at the time (spring sale 20% off), and it wouldnt accept the code at the checkout. I called them and had to place the order over the phone (felt very shady). They charged my cc immediately but i did NOT recieve my bed till nearly 6 wks later. Futonland tried to blame everyone but themselves. I would call and ask where my bed was and no one would tell me and say they would have the manager call me back that day. Someone would eventually call me back several days later. The manager made a racist comment about the shipping company and placed all the blame on them AWFUL!!! The usps made 6 attempts to pick it up from them. DONT SHOP HERE. HORRIBLE SERVICE AND NOT EVEN AN APPLOGY
Date of experience: May 10, 2012
George Brock
1 reviews US
big disappoitment…
the futon frame I purchased was said to be mahogany. it may have been a tropical wood but it was not like any other mahogany furniture I own. three or four of the larger pieces of wood had large flaws filled with wood putty. to my thinking it seemed that there were pieces missing but after sending them pictures, they assured me it was complete. in the end, I just wanted to return it because the quality did not match my expectations. I spent the better part of a day convincing them to issue a return authorization. I have never experienced this much difficulty returning an item.
Date of experience: November 03, 2023
Thank you for sharing your feedback with us. We're sorry to hear about your experience with the futon frame. We apologize for any inconvenience you've faced during the return process, and we appreciate your patience. Your satisfaction is important to us, and we'll use your feedback to improve our product descriptions and quality control. If you have any further concerns, please don't hesitate to reach out to our customer support team. We hope to have the opportunity to serve you better in the future.
Unhappy
1 reviews US
Didn't receive solid cover as promised…
Didn't receive solid cover as promised and paid for. Wasn't advised that it necessitated pulling a rope to close this futon. Wouldn't have bought it otherwise.
Date of experience: December 15, 2023
Thanks for taking the time to share your thoughts with us. We appreciate all customer feedback, as it helps us improve our products and services. We hope you'll find your new futon comfortable and convenient, and if you have any questions about using it, including the closing mechanism, please don't hesitate to reach out to our customer service team. We're always happy to help!
John
1 reviews US
It's a nice cover
It's a nice cover. Material and color are good. Zipper is trash. Cheap plastic zipper comes apart after being zipped.
Date of experience: December 02, 2023
Thank you for your feedback regarding our futon cover. We appreciate your positive comments about the material and color. We are, however, sorry to hear about the issue you experienced with the zipper. We take product quality seriously, and your feedback is important to us. We will investigate the zipper concern to see if any improvements can be made. If you have any further comments or questions, please get in touch with us. Your satisfaction is our priority, and we're here to assist you in any way we can. Thank you for choosing our product.
Tamas
1 reviews US
Futon mattress doesn’t even come close…
Futon mattress doesn’t even come close , more like a standard mattress attempting to bend in half to fit frame…considering returning everything
Date of experience: December 06, 2023
We apologize for the inconvenience you've encountered with the futon mattress not fitting as expected. We understand your frustration, and your satisfaction is important to us. Please get in touch with our customer support team for assistance in finding a suitable solution. If you decide to return the product, we will facilitate the process following our return policy. Your feedback is valuable, and we'll use it to improve our product descriptions and customer experience. Please feel free to contact us with any further questions or concerns. We are here to assist you and ensure you're satisfied with your purchase. Thank you for considering our products, and we hope to resolve this matter to your satisfaction.
Amy
1 reviews US
Shipping was ridiculous it was as much…
Shipping was ridiculous it was as much as the item I ordered
Date of experience: December 13, 2023
We apologize for any confusion regarding the shipping cost that was confirmed at the time of your order. We understand that it can be frustrating when shipping costs are unexpectedly high relative to the item's price. Please know that we strive to be transparent about shipping costs during the ordering process, and we want to clarify that we used FedEx Ground, which is a faster shipping option, to ensure your order arrives promptly. We will review our pricing and shipping options to ensure clarity and fairness for our customers. If you have any further questions or concerns, or if you'd like to discuss your shipping cost further, please don't hesitate to contact our customer support team. We value your feedback and want to ensure a positive experience for you.
Stelios
1 reviews US
I had a frustrating experience with…
I had a frustrating experience with this furniture purchase. While the pieces themselves are satisfactory, the delivery process was severely lacking. It took nearly a month for the furniture to arrive, and what bothered me even more was the complete lack of communication with the support team regarding the delivery.
Date of experience: September 08, 2023
I apologize for any inconvenience caused by our delivery process, which may not have met your expectations. Regrettably, your school dormitory has strict rules in place that made it challenging for us to facilitate a smoother delivery experience on your behalf. Please understand that this situation was beyond our control, and we appreciate your patience and understanding in this matter
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About
Futonland is a well-established furniture retailer that has been providing functional furniture solutions since 1995. The company is known for innovative convertible sofa beds, futons, mattresses, beds, and other home furniture. With its commitment to customer satisfaction, Futonland has established itself as a trusted source of high-quality furniture with nationwide delivery and stellar service.