Futon35 reviews
This score is based on 35 genuine reviews submitted via US-Reviews since 2021.
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.A small, happy surprise
I was unsure at first — past stores sold me flimsy covers — but these folks actually figured out which futon I had and the fabric feels solid and cozy, not plasticky. Setup was easier than I thought, it sits well and I'm actually using it daily. Mo and Assi were patient and helpful.
Back-saver find
I ordered this on a whim after a brutal move—my lower back was screaming and the old futon was a war zone. I called them and the rep actually sounded human, helpful and quick. Delivery arrived when they said, no drama, and set it in place. It's comfy, nicer than expected. Price was fair, I'll likely grab another in spring.
Lost package, decent support
So yeah, weird situation—the courier somehow misplaced my package. I called and got Nicola at Futon; she actually listened, took my details, promised to check and rang me back like she said. Turned out the carrier lost it, but she immediately organized a replacement, which I appreciate. Nice to deal with a competent human for once. Only gripe is the delivery itself—others should maybe ask about tracking—but service was solid. I'm relieved, honestly. Just saying.
Narrow but nice
don’t rush, two people and patience.
Surprisingly OK after a rocky start
one item arrived wrong and another didn't show up for ages. After about two weeks of calls and emails they finally shipped the missing $500 mattress and it's great (soft but supportive). Customer service was hit-or-miss and the return policy annoyed me — 20% restock and pay return — but overall I'm relieved I stuck with it.
Saved by one helpful rep
ask for the follow-up person.
Skeptic, now relieved
I didn't expect much at first — I'd had mattresses that sagged within a year, and the sales copy felt too good to be true. I ordered the latex mattress plus an organic cover anyway. The mattress is supportive but bouncy in a way that actually helps, not annoys, and the cover added a cleaner, more breathable feel. Customer service was steady and quick; they answered questions and the delivery showed up when promised. My worries faded fast. It's not perfect — small break-in noise one night — but overall I'm relieved and satisfied, honestly. This was better than some past brands I've tried.
Not what I expected
So, funny story — I needed a futon fast because we were moving and my back’s been acting up, but this whole thing turned into a small headache. The frame itself seems fine once it’s put together, but the instructions are a mess; I kept flipping pages, taking stuff apart, redoing steps... kind of annoying. Then some bolts were missing which held up using it for days. Customer service? Basically silent until I filed a dispute with my card, then they finally sent the rest. I’m relieved it works and it’s comfortable enough for now, but I wouldn’t pick this seller again unless they fix their manual and actually answer the phone.
Looks better online than in my living room
I unrolled it in my living room, sat down, and immediately felt these lumpy spots — the filling had clumped into little dense islands while other parts were soft as a pillow. Turns out they used wool stuffing (yeah, wool) instead of the batting I expected. That patchy feel really ruined sleep, and a few tufts started popping through the fabric after a week. The site photos look way nicer than the real thing, and the return/exchange process is annoying — they hide extra rules until you try to use it. I do like the firm edges though, that was okay. If you’re thinking about buying, ask what filling they actually use and maybe steer clear unless they get clearer.
Smells like "organic" had a midlife crisis
I thought I was buying a safer mattress—had one from the same brand a decade ago and my back finally calmed down. So after a rough move and a flaring lower back, I ordered the organic cotton option expecting that gentle, neutral smell. Instead I got something plasticky and sour, woke with a headache the first night. On the plus side it actually supports my spine well—firm but not brutal, so sleep comfort is okay. They did swap the wool/latex blend for the cotton quickly when I complained, credit where it's due. But six months later the cotton still gives off an unpleasant odor now and then. Not a total disaster, just annoying and a bit puzzling.
Unexpected odor issue
delivery arrived on time. But that barely helps. It felt like I wasted money and time, and I'm pretty annoyed.
Waiting on a bed that never showed
I was on the fence before I bought. I went into the showroom to try mattresses and the rep sounded confident, so I put in the order — mostly because I needed something for the master and the guest room before a move. That ease didn’t last. Four weeks turned into eight and the store didn’t volunteer updates. When I chased them, they said a truck arrived but not all my pieces were on it. No estimate on the rest. I opened a support ticket online after the store shrugged, and so far just automated replies. It feels like no one has any real visibility into their stock. I use the bed every night in real life — which makes this drag more annoying — and I already rearranged plans around the promised delivery. I’m leaning toward canceling. A little disappointed, a little relieved to be done with the back-and-forth if that’s what it comes to.
Surprisingly honest but not perfect
I was oddly impressed by how straight-up they were in our messages — yet I still wouldn’t call this shop flawless. We bought an “eco-friendly” mattress from a sale photo, expecting the natural stuff the ad hinted at. When it showed up it looked different, so I reached out. They answered pretty fast and, to their credit, admitted it wasn’t chemical-free like the website said and that the fill was polyester (they even called it “green” — which made me laugh, and then frown). That blunt honesty was unexpected and kind of refreshing; most places just dodge the issue. The ugly part is their refund stance: no refund unless we pay to ship it back. That felt cheap. I’ve had better experiences with other eco brands, so maybe I’m picky, but still — nice quick replies and candor, bad product claims and a stingy return policy. Check the listing carefully and expect to cover return postage.
That weird ridge you keep waking up on
it looked fine, smelled faintly of wool (that was actually kind of nice), came rolled up like a lot of mattresses do, and unboxing was easy — it popped out, expanded, all that. I even thought, hey this might be decent. Then the ridge.
I emailed photos and a short video to support and got back fairly quickly from someone named Moe. Moe was polite and kept saying the mattress has bonnell coils and wool and that seeing the coil outline is normal because of “extreme compression” and usage. I get compression, I flip/rotate per instructions, I aired it out, I followed it to the letter. Flipped it once, flipped it again. Mid-November I tried the other side, then flipped again in early December — nothing changed much. I sent more pictures showing how the metal lines sit right under the top fabric — like you can outline the spring shapes — and said I thought maybe some of the wool batting or the way it was wrapped was missing or poor quality. Moe insisted the wool is there and again said flipping and airing would fix it.
What’s maddening is not just the mattress issue but how the whole support dance felt. The person I talked to on the 1-800 line was, oddly, super chatty — like to the point of telling me about the parking lot, the locations of their stores, who his boss was, the machine that wraps springs (I didn’t ask for a factory tour), how far his house is from the warehouse… It was almost funny in a weird way. It made the whole thing feel human, yes, but not helpful. No one actually called me back when I asked for a call. So I was left with photos, assurances, and advice to flip a mattress that I already flipped multiple times. Not great.
I’m a fairly small person and haven’t beaten this thing into a pancake; it feels like there’s either not enough batting over the coils or the wrapping is sloppy. That’s the detail that bothers me most — the construction. And yet, a small surprising thing: the wool scent and the general firmness are decent. Sitting on the edge for short periods feels supportive and the mattress didn’t sag everywhere, just right where I sleep. So there is some quality there; it’s uneven. If you’re someone who likes a firm, springy bed and doesn’t mind a little contouring of coils, you might be okay. If you’re sensitive to hard points or pressure, this one could be a problem.
Bottom line: the mattress didn’t meet my expectations for comfort and the replies I got didn’t make me feel listened to. I would have appreciated an honest inspection offer, a technician visit, or at least someone saying “we’ll replace it” instead of “flip it” over and over. The packaging and delivery were fine and the initial unboxing was pleasant — that’s the small upside. But the core issue (metal framework too close to the surface) plus the vague, scripted support left me disappointed. Buyer beware, especially if you want softer coverage over the springs.Good material, bad follow-through
the fabric and weight are actually nice, surprisingly good; color matched the photo, it's not cheap-feeling. But the rest of the experience? Messy. I originally ordered a queen when I needed a full. I called, talked to Christopher who said no problem, buy the full, mail back the queen, they'll refund me. I did exactly that — mailed it at my expense and emailed receipts like he asked. Crickets. Had to call again, got Burt (they both said they were managers) who promised an invoice and to "talk to corporate" for the refund. There is no corporate — at least that's what I was told later. Then Christopher asked for my card info to process the refund (awkward). It's been weeks, I'm still waiting and I've spent $82 on return shipping so now they say they can't refund the full amount. Service felt disorganized, inconsistent, and unprofessional. So product: decent. Process: avoid. If you don't want headache, think twice.
Futon Mattress Purchase Review
I recently bought a futon mattress from this store, and I have to say, I am really bummed out about the whole thing. Despite getting some help from a salesperson, the mattress just didn't meet my standards. When I tried to return or exchange it, turns out it would cost me a pretty penny to ship it back. As a last resort, I decided to buy a mattress topper, but that only made things worse. After almost a year and dropping nearly $2,000 on this subpar product, I've decided to just give it away and find a simpler, better return policy option. All in all, I'm super disappointed with the whole experience and regret my purchase completely.
Mattress, incorrect item, missing item
I ordered a mattress, but they sent me the wrong one. It was such a pain to get them to agree to send the missing $500 mattress. They never fixed the mistake and only offered a refund if I paid a 20% restocking fee. The customer service was terrible the whole time.
Assembly Difficulties and Poor Customer Service
I'm really let down by the product I bought from this company. The manual they gave me was so hard to follow and badly written, so I had to keep going back and redoing things, which made putting it together take way longer than it should have. And to top it off, there were pieces missing which made things even worse and meant I couldn't even use it when I wanted to. I spent a lot of money on this and I was hoping for better quality and service considering the price.
Organic cotton futon cover
I was really let down by the organic cotton futon cover I bought from this store recently. It took forever to arrive, which was annoying already. And when it finally came, I discovered that even though the outside was organic cotton like they said, the inside was actually some synthetic material. That's false advertising and made me feel tricked and mad. I tried reaching out to customer service to talk about it, but they haven't gotten back to me yet. Instead of fixing things, they just sent me a survey. Plus, their super high shipping costs just made everything worse. In the end, buying from this store was a waste of my time and money. It was a real letdown.
Organic futon mattresses, mats, and pillows
I recently purchased some "organic" futon mattresses, mats, and pillows, and let me tell you, they were not at all as advertised. The mats were damp and musty with strange white streaks, the pillows didn't feel organic, and the mattresses had a weird smell that caused allergic reactions for my whole family. In addition, the customer service was a complete joke. They refused to accept my return and just kept talking without actually providing help. I had to call my bank to dispute the charges and I'm considering involving the BBB. I highly recommend avoiding this company - they deceive customers about their products and show no concern for your well-being.
About Futon
Futon is an e-retail company based in California, founded in 1976 by Suzanne Diamond. They specialize in providing top-quality organic and eco-friendly furniture designs, with a focus on sustainable options. Their product range includes futon mattresses, futon covers, platform beds, futon frames, and pillows. Futon is known for offering premium natural mattresses certified for the well-being of customers worldwide. Customers who have invested in Futon products have consistently praised the authenticity and quality of their offerings.
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Contact Information
2150 Cesar Chavez st.
94124 San Francisco
United States
Categories Futon
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Last update: November 2025
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Quality products !Quality pric
Excellent products ,everything All leading products like sofa ,bed frame , mattresses pillows folding foam beds and kids masks.All we had collected from here being natural and o... Read onBy: Dominic Paul