New Reviewer

Sent wrong stuff, now ghosting me

Original review updated by user Apr 05, 2021
I paid a lot of money and got items...that I didn't order. The Futon Shop substituted items without informing me (instead sending items I would never have approved) and also sent the wrong size futon. They have neither acknowledged their mistake or offered me any refund. Now, after repeated requests to speak with customer service over the phone, they've simply stopped replying. What's really messed up is that it was only AFTER they took my money they they revealed (or, the invoice revealed, in tiny writing) that they don't offer refunds...only exchanges for store credit. Hmm. Unethical to say the least...and one would think this policy would not apply for a situation in which the STORE is 100% at fault.... ....but we'll see....

User's recommendation: Pending BBB complaint...stay tuned.

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ID
#2490258 Review #2490258 is a subjective opinion of poster.
Preferred solution
Full refund
New Reviewer

An existing order

Trying to speak with someone higher up in the company to resolve an issue. The case has not been represented with any accuracy by the store’s representative.
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2 comments
#1766241

They are lying ***

#1766242
@PissedConsumer1766241

Suzanne Diamond of TheFutonShop.com is a lying bully. Manipulative, nasty, hysterical witch. One she has your money, you are no longer worth her time.

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ID
#1562610 Review #1562610 is a subjective opinion of poster.
New Reviewer

SCAM!!! DO NOT DO BUSINESS WITH THEM

SCAM!! DO NOT DO BUSINESS HERE!!! SCAM!!! DO NOT GIVE THESE CRIMINALS YOUR MONEY!!! Found a dog bed we liked on their site.... a SMALL dog bed. The price was something like $64. When we got to the checkout process, website said it was $60, that’s right, $60 for shipping!!! I live less than 300 miles away, got a rate quote from fedex, shipping on that size and weight to my home is $16!!! I wasn’t about to pay such an inflated charge, so I googled coupon codes for this store. I found one for free shipping, that was placed online only days before, and entered it on the site, which responded that it was an invalid code. I immediately emailed customer service, and got a reply the next day from Miguel staying they weren’t going to honor the coupon. I told them this was unfair, and that the coupon had their company logo on it, and therefore they have to honor it. I was basically told to go kick rocks, and that they didn’t need my business. If you like throwing your money away, rather than giving it to these unscrupulous characters, please just send it to me. $60 to ship a small dog bed such a short distance? Maybe I’m in the wrong line of work. If you want to be treated like a piece of dirt, by all means, order from these criminals
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ID
#1372599 Review #1372599 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Service
The Futon Shop Customer Care

This company is bad news, manipulative and lies.

DO NOT DO BUSINESS WITH THIS COMPANY NO MATTER HOW MUCH OF A DISCOUNT THEY OFFER!!! Please avoid this company at any and all costs!!! I initially wrote a review about my experience with the location I'm writing this review for that highlighted my negative experience with the company. I am disabled and taking the time to process and write it was not easy for me but something I felt should be done. I was contacted by Marilyn Diamond the following day and wanted time to process what she was saying, she had a very politically correct sort of conversation with me but did nothing to ease my concerns. I said I would process and contact her Monday the 19th to see if I could think of anything they could do to change how I felt. I had some health things I was dealing with and wasn't able to call her that day. The following day The Futon Shop had my complaint removed from Yelp (twice now) stating "we found that it fell outside our Content Guidelines as it did not appear to describe a firsthand customer experience". I think this is HIGHLY unprofessional to attempt to manipulate reviews and completely disrespectful to my time as a disabled person. At this point I will go anyplace I can from making a YouTube video with my experience and phone conversations with their employees to starting a website that they can't manipulate. Below I'm posting my initial review for you to see what I had to say about them. There is no telling how many reviews they have done this with and I'm happy to make my grievances known to all if they are trying to silence me. "I'm unimpressed, something about TFS hasn't felt right since finding their site 3 years ago. As a result I've called a few times, checked the website and contemplated an order yet always had that same feeling that something was off. Yesterday I had a chemical free mattress in my cart and was ready to pay but the endless coupon codes, groupons, promotions and such rub me wrong. I didn't like feeling pressured to buy before their current blah blah blah super sale ended. Woke up to different and higher pricing and when I called was basically told to wait for the next promotion. When I said I was on a tighter time frame and that wasn't an option, that I would have to go with White Lotus instead the guy seemed like he couldn't care less and said that was fine. I did get a call back 10 minutes later from Chris saying he would match the price but I was already on the fence about them and the prior call pushed it over the edge for me. As a side note and this is just a sticking point for me, if your mattresses are going to be touted as "Chemical Free", you shouldn't have your employees hugging them to transport the fill and so on. You make no mention of lack of fabric softener, perfume, scented detergents and so on with your employees. I'm sure if asked you would reassure me but I'm guessing they aren't taking precautions to be chemical free with the personal care products."
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2 comments
#1228956

I read this twice, still don't know what the real issue was. Did it smell?

Was it hard to get through checkout? I really don't know.

#1228901

This did not make sense to me at all. The employees taking them to transport the full? What does that mean?

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ID
#923920 Review #923920 is a subjective opinion of poster.
Location
Cortaro, Arizona
Service
The Futon Shop Customer Care
Reason of review
Poor customer service

Lied to about the product

I ordered my mattress over the phone from the Futon Shop on Cesar Chaves, owner Suzanne Diamond. I was on the website with the sales person. I inquired about one mattress for my daughter, it was over $300.00. The sales person Karil told me that this bed, "was not an everyday bed." she then sold me on a much more expensive bed for over $500.00. I specifically asked, "is this an everyday bed?" I had never heard anything so strange, I remember I definitely asked. When we got our futon home, it was a hunk of junk just like the discarded mattresses one finds all over the streets. I then began to scrutinize their site and found that the lumpy humpy mess of a bed that I spent $546.00 on was also listed as a bed meant for only, "occasional sitting and sleeping." As well as, all parents should know, the terrain of these mattress are not for small forming bodies. The pleats on the mattress are like tiny mountains beneath your child's forming bones.
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ID
#384712 Review #384712 is a subjective opinion of poster.
Location
San Francisco, California
Loss
$546
New Reviewer

The futton shop lied to me on exchange policy

I purchased 2 futons at the futon shop and unfortunately returned both within days. I was told i was able to exchange my second futon for a store credit and other furniture. When I did, waited 3 weeks and then call the shop to be told i couldn't use a store credit for other furniture only for another futon. After 3 weeks i did not need another futon, I complained tot he owner and said that was their policy even if i was told repeatedly the contrary and also on their return policy on their invoice. I lost $1000.
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ID
#356527 Review #356527 is a subjective opinion of poster.
Location
Los Angeles, California
Loss
$1000

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