Reviews 4.1
3,873 total
Kengi
1 reviews US
The mattress came 2 weeks before the…
The mattress came 2 weeks before the frame. I had no place to put it! The delivery team was rude. The description did not mention how much assembly would be involved. High quality product, but horrible customer service.
Date of experience: May 10, 2024
Thank you for your feedback. We're glad to hear you are satisfied with the quality of the product, but we're sorry to learn about the issues you experienced with the delivery and assembly. We apologize for the inconvenience caused by the separate deliveries and for any rudeness from the delivery company. Your comments are important to us, and we'll address these concerns to improve our service. Thank you for bringing this to our attention.
Jordan
1 reviews US
Good company, bad delivery partner
Was overall satisfied with the service from futonland itself and the quality of the product but thier delivery company of choice would make me hesitant to order from them again. Thier idea of scheduling a convenient delivery was informing you on the day it was coming with no way to change the day and no real indication of the time they will arrive save for a 30 minute heads up before arriving, untop of a redelivery fee if they missed you. They require a signature so its not like they leave the product. Made for a super stressful delivery of the product .
Date of experience: March 25, 2024
Thank you for your feedback. We're glad you were satisfied with our products and service, but we're genuinely sorry to hear about your delivery experience. We aim for every service aspect to be seamless and are disappointed we missed the mark with our delivery partner. Your experience is crucial in helping us improve. Please contact us to discuss how we can make this right. We value your business and hope to serve you better in the future.
James
1 reviews US
March 6th delivery was a nightmare
The first delivery on March 6 was awful. The Murphy bed was damaged and you sent the wrong Sofa bed. Also, the movers were reckless and damaged the trim on the doorway of the room containing the sofa bed. They clearly did not have a sense for how to move furniture and proceeded most awkwardly to force things unnecessarily. I requesting $200 to fix and repaint the damaged trim. I’ve never had a delivery performed by such inexperienced people. I was relieved to learn that different people would deliver the second sofa bed on 3/16. Those movers seemed professional. They put down blankets on our carpet and took care to NOT cause damage. In response to your reply (3/29/24) I would like to note that I did tell Futonland about the damage to the door trim on 3/6. I didnt make a formal complaint at that time because I was waiting to see what would happen when you returned to replace the damaged Murphy bed and incorrect sofa bed. The person on the phone assured me that it would be White Glove Movers delivering the new sofa bed. I'm wondering why it wasn't 'White Glove' delivery to begin with.
Date of experience: March 11, 2024
Sorry to hear about your experience, James. I see that there were no notes or a report about delivery issues made until 10 days later. Our support team will see if there is anything they can help you with and follow up on your ticket.
Nancy Rodrigo
1 reviews US
Delivery was over two hours late
Delivery was over two hours late. I paid for my sofa bed to be assembled, and when I asked one of the men to show me how to open and close the sofa bed, he told me I needed a man to do it, when I tried to open it, and asked hm to keep showing me, he insisted I needed a man. I'm an adult lesbian woman, and found that remark to be extremely sexist and offensive.
Date of experience: December 20, 2023
Thank you for taking the time to share your experience. We sincerely apologize for the late delivery of your sofa bed and the unprofessional comment made by the delivery person. We value your business and hope to have the opportunity to regain your trust.
Natasha
1 reviews US
Terrible assembly instructions, bad return process
The good - Quick delivery, helpful support team, good quality wood. On the bad side…Instructions to assemble the futon were dreadful - parts were poorly/not labeled, and the instructions were generic to multiple futon models. I am a seasoned furniture assembler…and assembling this futon took twice as long as it could have if assembly directions were sufficient. Frankly I still don’t think I have it assembled correctly. Also not great, the process for returns (I did not care for the color and fabric of futon cover) was very clumsy. I contacted chat support as suggested on Futonland website, provided all relevant information…only to be told I had to email customer support to initiate a return because customer support was busy. Wasted my time and effort. That said, someone did call later on the day to help me, I appreciated the sincere effort to be supportive.
Date of experience: October 31, 2023
Thank you for your feedback and for sharing both the positive and negative aspects of your experience. We're pleased to hear that you found our delivery quick and that you received helpful support from our team. However, we're sorry to hear about the challenges you faced with the assembly instructions and the return process. We apologize for any inconvenience this may have caused and will take your feedback into consideration to improve our instructions and streamline our return process. We appreciate your patience and understanding, and we're glad that our team was able to assist you later in the day. If you have any further concerns or questions, please feel free to reach out to us. Your satisfaction is important to us, and we hope to serve you better in the future.
Shyenne
1 reviews US
Nice Futon, But Needs to Improve Customer Service
The futon is nice and came in great shape. However, the only thing that was a bit of a pain was the customer service from Futonland. They have a policy that you have to call them to proceed with the shipment of your order. Which I did, numerous times. Each time I'd call, a man from their service team would answer and say that someone else from the team will call me back. Which I thought was strange, because why not help me now? We are on the phone as we speak, let's proceed already. This happened to me three times where I would wait for a call back and did not recieve a call back. That part was a frustrating and unnecessary experience for me. Eventually on my third attempt to get someone to help me, a different person finally answered the phone and then actually proceeded to help me carry on my shipment order. So beware on that part on buying a futon from this place. They have a nice selection of futons and the one I bought seems good quality, but their customer service definitely needs improvement!! And one last note, make sure they email you your shipment #. They never sent me mine and I was left wondering when it was going to be delivered.
Date of experience: September 14, 2023
Thank you for your feedback and for sharing your experience with us. We're glad to hear that you found the futon to be nice and in great condition. However, we apologize for the inconvenience you faced with our customer service. Your feedback is valuable to us, and we will use it to improve our service and communication processes. We understand your frustration with the call-back process and will work to ensure a smoother experience for our customers in the future. We also appreciate your note about the shipment number, and we'll make sure to address that issue to provide better tracking information in the future. If you have any further questions or concerns, please don't hesitate to reach out to us. We aim to enhance our customer service and hope to serve you better in the future.
Robert L Huberty
1 reviews US
Not completely satisfied.
The boxes were delivered to my apartment. The delivery men would not wait for me to open the boxes to see if the merchandise was correct or damaged. The stain on the futon did not match the Natural stain shown on the website. The storage drawers are a lighter Natural than the Futon frame.
Date of experience: October 11, 2023
We're sorry to hear about your experience with the delivery and the mismatch in the stain color. We apologize for any inconvenience this may have caused. Your feedback is important to us, and we will review our delivery process to ensure a smoother experience for our customers. Regarding the stain color mismatch, we appreciate you bringing this to our attention, and we'll work to improve the accuracy of our product images and descriptions on the website. If you have any further concerns or questions, please feel free to reach out to us, and we'll do our best to address them. Your satisfaction is important to us, and we hope to have the opportunity to serve you better in the future.
Baxter
1 reviews US
Iffy sales staff left a bad impression
The first sales representative to assist us, Michelle, was consistently unhelpful and even reprimanded us for not calling to check their inventory before placing an online order. Our first two choices of size, model, and finish were not in stock, but the online store still processed the order. The last representative, Abdul was patient and easy to reach. The provided assembly instructions could have been clearer, but the finished product looks great, despite having some left over hardware.
Date of experience: August 09, 2023
We appreciate your feedback and apologize for the mixed experience you had with our sales staff. We're sorry to hear about your initial interaction with Michelle and the inconvenience caused by the inventory issue. We'll use your feedback to improve our communication and ensure a smoother shopping experience for our customers. We're glad to hear that Abdul was patient and helpful in resolving your concerns. We'll also work on making our assembly instructions clearer and addressing any issues with leftover hardware. Thank you for your patience, and we hope you continue to enjoy your finished product. If you have any further questions or need assistance, please don't hesitate to reach out to us in the future.
Diane
1 reviews US
Color was not as shown
Color was not as shown
Date of experience: August 03, 2023
We apologize for the discrepancy in the color of the product compared to what was shown. Your feedback is valuable to us, and we'll work on improving the accuracy of our product images and descriptions on our website. If you have any further concerns or if there's anything we can do to assist you, please don't hesitate to reach out to our customer support team. We appreciate your understanding, and we'll strive to provide a better experience in the future.
Dora
1 reviews US
If new to Tamani bed get a very good sales agent for advice
Finally I’ve arrived “to port”. The support team was able to overcome obstacles with good will and patience. Unexperienced error on my part and shortcomings in the sales “machine”, millenniums’ at loss with words combined. It took a more simmered being, Mr. Mohar, to wrap it up and take me to good port. Together with the delivery team, ethnic Russians who in little English conveyed a more human experience. Overall satisfied! Long and bit stressful. Be careful.
Date of experience: July 19, 2023
Thank you for sharing your experience with us. We're glad to hear that our support team, especially Muhar, was able to assist you with patience and goodwill, ultimately leading to a positive resolution. We also appreciate your feedback about the delivery team's efforts to provide a more human experience. We understand that the process may have been a bit long and stressful, and we apologize for any inconvenience you encountered. We'll use your feedback to improve our processes and strive to offer a smoother experience in the future. If you have any further questions or concerns, please feel free to reach out to us. We value your satisfaction and hope to serve you better in the future.
Clark
1 reviews US
Fine futon, confusing experience
The futon seems to be just what we expected. The customer experience, however, was not. After placing the order, I missed a phone call (wasn't told to expect one, nor what number to allow through) about the order. Then I couldn't get through to find out what was wanted. An email came, but it wasn't clear what was needed either. It wasn't 'til we finally connected that I found out that you wanted to check some things before finalizing the order. Couldn't that have been done electronically? The delay meant that our futon wasn't finalized and on its way for a couple of extra days (meaning my daughter had to sleep on the old, lumpy futon until it arrived). Seems that there could and should be a better way of handling the order than requiring a phone conversation, or preparing people that one is necessary and will be coming (and from where).
Date of experience: June 23, 2023
Thank you for taking the time to share your feedback about your recent experience with us. We appreciate your kind words regarding the futon itself, and we're glad it met your expectations. However, we deeply apologize for the confusion and inconvenience you faced during the ordering process. We acknowledge your suggestion of using electronic means to streamline the process and eliminate the need for a phone conversation. We continuously strive to improve our order handling procedures, and your feedback will be taken into serious consideration. We apologize for any inconvenience caused by the current process and will work towards finding a more efficient solution. We value your business and hope to have the opportunity to serve you better in the future.
Amanda
1 reviews US
Mostly great, just one concern
Great customer service by phone ahead of time to confirm my order and schedule delivery. And delivery team did a great job. My one complaint, which is big, is that the delivery arrived after 8pm, which I think is too late in the day -- my daughter was already asleep and the noise of installation was disruptive for her and our neighbors.
Date of experience: February 16, 2023
Thank you for your feedback, and we're delighted to hear that you had a positive experience with our customer service and delivery team. We apologize for the inconvenience caused by the late delivery, and we understand your concern regarding the disruption for your daughter and neighbors. We'll take this into consideration and work on improving our scheduling to ensure more convenient delivery times for our customers in the future. If you have any further questions or need assistance, please feel free to reach out to us. Your satisfaction is important to us, and we hope to serve you better next time.
Doro
1 reviews US
The futon looks good,
The futon looks good, my issues is with the mattress when you sit on it you actually feel the wood under you. Guess I have to purchase another mattress in order to relax on it comfortably.
Date of experience: February 03, 2023
Nuria
1 reviews US
It took way too long to deliver
It took way too long to deliver. But there was clear communication, and the assembly, when they finally got here, was quick and easy.
Date of experience: January 19, 2023
Thank you for your feedback. We apologize for the delay in delivery, and we understand your frustration. We appreciate your positive note about the clear communication and the quick and easy assembly process once the items arrived. We'll work on improving our delivery timelines to provide a more efficient service in the future. If you have any further concerns or questions, please don't hesitate to reach out to us. We value your satisfaction and hope to serve you better next time.
Evan Phayre
1 reviews US
Not what I expected h
The bed I purchased is designed well, but the Chinese manufacturing lacks quality. some of the wooden components were slightly over sized (the bed decking), not uniform in length. The 60 mm bolts and the dowels nuts are very poor quality, poorly machined. The roll threads on the 60 mmm bolts are tight and difficult to engage while the body of the bolt is acceptable. I am still assembling it and I anticipate other difficulties along the way. I would not recommend this product to a friend. I feel the price was exaggerated for the quality.
Date of experience: December 18, 2022
Thank you for sharing your feedback with us, and we apologize for the quality issues you've encountered with the bed you purchased. We appreciate your honest assessment of the product's design and the concerns you've raised regarding the manufacturing quality. Your feedback is valuable, and we take it seriously. We'll use this information to improve our products and ensure better quality control in the future. If you encounter any further difficulties during assembly or have additional concerns, please feel free to reach out to our customer support team for assistance. Your satisfaction is important to us, and we aim to provide a better experience in the future.
Wendy Wright
1 reviews US
The mattress that comes with it is very thin. When the bed is pulled out, the head end of the mattress drops down some as there isn't a rail that meets the end of the mattress.
The cabinet is nice looking and looks good in our office. I don't love the color choice with my decor but it is what I ordered. The mattress is much thinner than I would have hoped for. The head end of the mattress, when the bed is pulled out drops down as the underneath rail doesn't meet the end of the mattress so you feel like your head drops down lower than the rest of your body. I don't like that at all. I question as to whether the bed was put together correctly although it appears to have been. Hopefully a guest won't be bothered by this once they use a pillow. This bed should be adequate for any guest that doesn't stay too long:)
Date of experience: December 15, 2022
Thank you for your feedback. We're glad to hear that the cabinet looks nice in your office, even though the color may not be a perfect match for your decor. We apologize for the thinner mattress and the issue with the head end dropping down. It's possible that the bed was assembled correctly, but there might be a design or adjustment concern. We recommend double-checking the assembly instructions or contacting our customer support for assistance to ensure it's set up correctly. We appreciate your understanding and hope that your guests find the bed comfortable despite these issues. If you have any further questions or need assistance, please don't hesitate to reach out to us. Your satisfaction is important to us, and we aim to provide a better experience in the future.
Matt
1 reviews US
Great service, terrible product
Customer service was great. They called shortly after I placed my order and suggested a different mattress for the specific frame I had chosen, even though this mattress was less expensive. Very thoughtful and helpful! However, the futon frame itself is astonishingly poorly designed. The seat/bed is held up entirely by four metal pegs that extend less than an inch into very large carve-outs in the arms. And those pegs are only secured by cheap little metal clips that pop out onto the floor whenever you try to adjust the seat/bed. It's sort of amazing that this thing holds together at all, and I definitely do not expect it to last. Also, because of the very large carve-outs in the arms that are the sole means of support, the middle part of the bed sinks down a couple inches when you lay down, so it doesn't lay flat. Haven't tried to sleep on it yet, but very concerned that it will result in back pain due to the uneven surface.
Date of experience: October 21, 2022
Bailey
1 reviews US
The bed was easy to put together
The bed was easy to put together. The mattress felt comfortable putting it on the bed but once I spelt on it, I realized it's not comfortable at all. I feel like I'm sleeping in a tent on the ground.
Date of experience: September 03, 2022
Dear Bailey, thank you for taking the time to provide your feedback. We list mattresses in all comfort levels and price brackets. Some budget options are not ideal for sleeping and it looks like we've tried to offer you better solutions when confirming the order. We hope that your purchase works out for you, but if you need any assistance - shoot our sales team an email and they will be happy to help.
Sara
1 reviews US
would order from this company again
I was extremely happy with the ordering process. Was having trouble on line and called and had a very helpful and wonderful support person who helped me complete the order. There was some difficulties with the setting up of the futon. The delivery company was good in arranging the delivery, however the men who delivered and assembled were challenging. They parked their truck in the street, blocking two driveways, left the truck running. It took them a long time to assemble and by the time they finished the truck was dead and the person here helping me with receiving the delivery had to jump start them. They were courteous but delicately lacked some "common sense". I was overall happy with my experience,
Date of experience: September 07, 2022
Dear Sara, thank you for your feedback and kind words. It is unfortunate to hear that your delivery experience wasn't up to our standards. We deliver Nationwide and have to work with third-party delivery service providers. It is really hard to maintain consistency in the quality of the last mile delivery but we take every experience into account and make necessary adjustments to our business processes. Thanks for taking the time to provide us with your honest feedback.
Laurie
1 reviews US
I was woken by a sales person today for…
I was woken by a sales person today for the purpose of order clarification. Then received. Order delivered email. Nothing is here. It’s been less than 25 hours. Emails sent in strange order generally mean problems. I sit for a long time waiting and the seller blames the shipper. Shipping email still shows waiting for pickup. Each goof up makes me question my purchase.
Date of experience: August 11, 2022
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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.