Reply from Futonland
[REPLY]
- Reviews (100)
- Jeanette Figueroa
- 1 Review
excelent customer service!
I bought my futon about a month ago and so far I have no complaints, probably just the futon mattress is a little too firm for my taste but other than that the quality es excelent. Maybe it's to soon to tell but I believe the futon will last for a long time. My rating of excellent is more than anything for the customer service, they are knowledgeable and helpful. I defenitely recommend Futonland.
- Harry Kay
- 1 Review
This was my first purchase and I could not be more satisfied or impressed with the service.
I am sure all customers are treated as good.
- Melissa
- Rye Brook, US
- 1 Review
I cancelled my order.
Although my order, in the model and finish that I selected was confirmed by phone within minutes of placing it online, a week later, when I called to check on the shipping status, I was told that the particular finish chosen was no longer manufactured! If I hadn't called back to check, I would probably still be waiting for delivery of a non-existent product.
Reply from Futonland
- Karen Feigenbaum
- 1 Review
I thought the frame was going to be put together?
That's really my main beef -- I worked an 11 hour day....then had to put together a bed frame. But it's a solid frame :)
- Richard Almonte
- 1 Review
Great products and customer service
I have bought 2 futons from Futonland. My second purchase had a break after about 10 months. Called customer service and they were very eager to help me out. Replaced broken piece of furniture. Only had to pay shipping. They came in and removed broken piece and installed new piece (no patchwork, actually replaced half of the futon!). Very surprised they did this considering my purschase was about a year ago.
- Donaji Torres Padilla
- 1 Review
Super friendly and hassle free service
Michelle was very helpful and made my purchase very easy. The sofa I ordered got here on time and as expected. They even matched a cheaper price I found online for the same sofa. We are very pleased with Futonland.
- Jinny
- 1 Review
No pushy salesman
We went to the Amsterdam Ave showroom to look and sit on Futons. The salesman was very courteous. He gave us information, then left us alone to try out the mattresses. We did not feel pressured to buy anything. We spent over an hour in the store, going from futon to futon, sitting on one then back again. When we had a question, he answered and left us to continue trying out the mattresses. We left the store without a purchase and he was just as friendly as the moment we walked in. We went home, discussed, and called him with a sale. I would definitely use him again.
- David Bulliment
- 1 Review
Customer Service + Great Products = Happy :)
Amazing! After placing my order online, the company called to confirm and ask if I had any questions. The shipping charges were very reasonable. The cover I ordered arrived quickly and it's great!
- Lyndsey J Thomas
- 1 Review
Great Service
They delivered my futon during the time that I had asked for it. They were very helpful and clear on the phone and made sure everything was good to go on delivery day. If you want great service with a company that understands it's customer needs, go with Futonland...
- George G
- 1 Review
Perfect Choice!!!!!
I placed an order for a futon on a Tuesday and received it on a Thursday.
I was pleasantly surprised with both the delivery and the product.
I would highly recommend Futonland to anyone.
- Edna Forero
- 1 Review
Excellent, flawless from the beginning!
From transaction to delivery was flawless. Futon was great quality and the price was perfect.
Definitely will do business with this company in the future.
- Kristi Short
- 1 Review
Very pleased.
I purchased a dark green futon cover. I was really pleased with the color and it washed well. I'm just being picky, but I would have thought the zipper would have been a little chuckier. However, it zipped together fine and I told my sister-in-law about it and she is planning on buying a new cover for her old futon couch.
- Catherine Noonan
- 1 Review
OUTSTANDING SERVICE/QUALITY
I CALLED SEVERAL TIMES TO GET INFO AND THE YOUNG WOMAN THAT ANSWERED THE PHONE WAS EXTREMLY HELPFUL, POLITE AND KNOWLEDGEABLE. I FINALLY MADE A DECISION SEVERAL DAYS LATER FOR A CUSTON COVER AND ALL WAS SET. IT ARRIVED IN NO TIME FLAT AND WAS PERFECTLY SEWN AND THE QUALITY WAS FAR SUPERIOR TO WHAT I EXPECTED. I NEVER USUALLY GO ON ABOUT THINGS BUT I AM SO ACCUSTOMED TO GETTING AVERAGE QUALITY AND SERVICE THAT I JUMPMED AT THE OPPORTUNITY TO PRAISE THIS SALES PERSON AND THE COMPANY. THANKS VERY MUCH,
CATHERINE NOONAN
- Mary Burdis
- 1 Review
Very happy with purchase!
The price for the Futon Cover was excellent but I was concerned about the actual quality and color until I received the product. It was exactly what I was hoping for! Great quality, fit perefectly, colors looked like swatch on web and it arrived in a very timely manner! Will order from Futonland again....and, at that price, may order additional covers to make seasonal changes to look!
- tim K
- 1 Review
Quick delivery, good price, good bed!
Futanland contacted us quite quickly to confirm our order, the delivery was scheduled great and we love the bed. Everything great!
- Gayle Brickert-Albrecht
- 1 Review
Great made-to-order cot-sized cover at great price
A rep contacted me within hours of my online order to verify dimensions of my special order futon cover, and patiently waited on the phone as I checked measurements. Cover shipped in 3 days and arrived within a week of order. No sneaky added fee for made-to-order size; reasonable shipping cost. Item is just as described, and a great fit!
- J T Edwards
- 1 Review
Good Buy - Great Sale!
Overall good experience with customer service, order, and delivery - the sale was excellent and came in handy at the right time. The bed is holding steady. I hope it lasts for the 10 years it is warrantied for.
Good Buy - Great Sale!
- Claudia Wald
- 1 Review
Great service, okay futon
Futon order, shipment, and handling were all done expediently and professionally, though the futon itself is a bit hard.
- Laurel Szoszorek
- 1 Review
Futon mattress is great, service lacking.
A missed digit in the phone number caused two weeks of delays despite emails and phone calls to the customer service department!
- shawn strannigan
- 1 Review
Not sure yet.
I ordered a queen size futon cover online. It wasn't the same colors as I'd seen on the website--or at least that's how it appeared. I shipped it back and asked for a refund, which hasn't been made to my paypal account yet (almost a month ago). I also thinnk the 20% restocking fee is pretty hefty!
Reply from Futonland
- Meg Osborn
- 1 Review
Delivered on time, set up quickly, good product
Futon is comfortable and affordable. Delivery was prompt, and the option to have the delivery guys assemble the futon was a bargain and a time-saver.
- CONSTANCE P BEATY
- 1 Review
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.
Reply from Futonland
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.
- Gene Shelton
- 1 Review
A Good Deal at Twice the Price, Top Quality Futon Cover
I was price-shopping for a vinyl futon cover and this is the cheapest I could find anywhere. I bought a seemingly unpopular color, Cactus, because it was the cheapest of the cheap. I had accepted that I would receive a waxy, hard plastic type vinyl cover and that would be fine because this was just a solution to a problem between my cloth futon cover and my pets.
I received the product today and I am amazed at the quality of the merchandise. This cover is 10X nicer than I expected. Inside, the backing is a satiny-feeling material that will slip over the mattress easily. The feel of the vinyl is like fine lambskin! Soft and buttery. I did not expect this quality for $59. I would not expect this quality for $159. I live for bargains, and I will shop here again.
- Margaret Perone
- 1 Review
Truly satisfied
Very nice company to deal with . I would recommend them highly to everyone.
- Jocelyne Issa
- 1 Review
great futon
fast, friendly delivery. the futon is exactly what i was looking for
- Elijah Lamond
- 1 Review
Great service, wonderful bed
I put in an order for a specific futon frame I was looking at online. Customer service was friendly and took care of all my requests and the frame was delivered in less than a week. The crew even offered to assemble the frame. Overall, Futonland is a great option for those looking for great service and awesome futon beds.
- D Liner
- 1 Review
Waste of time and money
Transaction was made unnecessarily difficult by requiring telephone confirmation of a standard online order that did not require scheduling of any kind. And, upon receipt of purchase, item was substantially different than described. A complete waste of my money. I cannot use it at all.
Reply from Futonland
We're sorry for your experience, but we didn't hear from you on your problem. Can you please email us at sales@futonland.com with your concern and our sales department will do their best to resolve your problem.
- lionel casseroux
- 1 Review
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 !!!
Reply from Futonland
- Paula Ruggieri
- 1 Review
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.
Reply from Futonland
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 Review
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.
Reply from Futonland
- linda marsala
- 1 Review
slow delivery
was sent this e-mail to rate futonland, but have not received my order yet! (4 weeks)
Reply from Futonland
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.
- Richard Reid
- 1 Review
Great Job
Order was fulfilled with all nessesary parts included and instructions were detailed enough to allow a novic builder to handle the task.
- lotti michelli
- 1 Review
these are quality!
had a hard time finding any futon covers online that had decent covers at a good price and the sizing didnt alway match what i had. futonland was very specific and had decent covers to choose from although not many in my price range, i needed covers NOW, they even called to confirm the sizes and waited on the phone while i remeasured! now that impressed me. when we got the covers, they were easy to put on and look great. i would definitely buy from them again.
- Melissa
- 1 Review
Excellent customer service, great couch
I corresponded by online chat and over the phone with the customer services rep and she was so helpful -- giving me estimated prices and delivery dates for a couple different combinations of chairs/couches so I could decide what to get. She had to order the couch I wanted because it was not available in the showroom, but it arrived on the day she said it would, the delivery guys were speedy and efficient, and the couch was in perfect condition. The price for the couch I ordered is at least a couple hundred dollars cheaper than I've seen it elsewhere.
- Pamela Keegan
- 1 Review
Excellent. Everything about my Futonland experience was great. Service, delivery.
I have no complaints about this purchase. The sofa I bought was exactly what I hoped for. Comfy and easy to turn int a bed. Just like the video on their website. The service and delivery came within two days just like I requested. I'm very happy with Futonland!
- Tina Auriemma
- 1 Review
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.
Reply from Futonland
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.
- Dan Knauss
- 1 Review
Very helpful
I got a decent quality futon cover and help sizing it properly. The loft measurement is confusing, and I had chosen one that was too large. I got a call from Futonland asking if I was sure and helping to get the right measurement.
- Steve Schecter
- 1 Review
great shopping experience
No BS, delivered on time with a reasonable price...Yeah!!!
- M & J
- 1 Review
Futonland - steller customer service, delivery and setup!!!
Michelle helped us with our purchase on the phone, and she was very friendly, professional and informative.
The two gentlemen from Futonland that came to setup our new futon were very fast and professional. They explained everything to us that we needed to know about our new item. We are very pleased with our purchase!
We would definitely recommend Futonland to friends!
~M & J
- Marianne Jurgaitis
- 1 Review
kind, efficient, helpful
The owner was awesome. I needed a futon urgently for a friend - he was sleeping on the floor. Bought it that day, and the owner drove me and my son to the house with the futon (it was rather bulky) in the back. I couldn't have asked for better service.
