Poor online customer service. Delivery management and customer service’s lack of interest or support is a risk you’ll take when placing an order. Unable to cancel without a charge after being promised a delivery date that was never honoured. A risk you’ll take if you use this company.

The futon bed is terribly designed. After a couple of month, the body-supporting part is sagging, which deforms the tatamis and of course the mattress. Don’t buy this bed frame.

I had bought many furniture from Futon. They were expensive but I loved the design and never had any problems. This was not the case with my latest purchase (orbit chairs) From the start i could tell that the material of the legs was cheap, and yes they broke after 18 months (light use) I asked the company for replacement (or to buy the faulty parts in a reasonable price) and they charged me 150 for two chairs for new legs and the rotation disck.... NO THANK YOU

My partner and I bought a top-of-the-range bed frame from The Futon Company. Unfortunately, when I was assembling it the foot-board fell apart – clearly a serious and potentially dangerous fault with its manufacture. Customer support has also been consistently terrible. Considering that someone could easily have been hurt by the poor manufacturing quality the CS attitude was appalling.

We had a futon from the Futon Company and were really pleased with it. We bought another that cost nearly £400. In less than a year it was sagging and the colour had faded out. We complained about this and were told "Sorry - tough". It was sagging because we were using it incorrectly - sitting on it, and the colour had faded because we were using it in a room with daylight. We would not recommend it to anyone not living in a zero gravity, black hole!

Bought a mirror from the Futon company's York store, when I unpacked the mirror to install I found that the mirror is of poor quality and the hanging method is unsatisfactory and unsafe. As a tradesman I was surprised that no fitting instructions were included for none DIY savvy customers. I decided to return the mirror on a Saturday, the store assistant said he couldn't process the refund as he isn't authorised and could I return tomorrow, having paid for parking I was less than impressed. He said he would need to speak to his manager for authorisation. He then called his manager and I could hear her say to him,"just tell him you're new or something and that you can't process the refund and that he'll have to come back tomorrow". There was no apology at all. Having read other reviews it does appear that Futon company have a poor customer service record, might be why they operate with no head office customer service department.

Bought two sets of box shelves for my bathroom. Both boxes came with screws that were too short for the product. Incredibly frustrating and annoying. Needed to go out and buy longer screws, which I shouldn't have had to do. Not a massive deal but, still should t have needed to.

I love the futon company products but have been receiving quite possibly the worst customer service I have ever had in my life. The second time I have ordered online from the futon company and the second time they have sent me a damaged item. They are have replaced the damaged item but are refusing to take away the damaged item. I live in central london and am 8 and a half months pregnant with no way to get rid of the damaged item. The guy I am dealing with, Zanu, won't even call me to discuss the issue. There is no number for me to call him on and he is ignoring my emails. Seriously unacceptable. Not worth the hassle at all. I wouldn't recommend this company to anyone. Really disappointed.

Mis-sold a product by a staff member. Following purchase, the refund policy was explained ie. They do not do refunds ever!! Received a rude response from staff at the other London store. They explained that their manager was holiday and therefore I could not speak to anyone! ! This is the worse service I ever experienced !

Your futons are awful! Bought a 3seater futon and within 6 months it has collapsed in the middle where I sleep! I only weight 10stones so not heavy. It is now extremely uncomfortable and unhealthy to sleep on. A lady from the store came to see it at my flat and took photos, After a review for the head office apparently there is nothing wrong with it, what a disappointment and what an awful service. It has costed me £500 and is unusable after 6months??! ! Do not believe what they say, they don't last at all if you are planning to use it as a bed and I specified that when I bought it. Will never go back or r commend. Rubbish!

This is the most awful thing to put together, really difficult. I don't know what you would do if you had bigger fingers. I still haven't managed to put it together and I'm usually very good at these things. I would never, never get one of these again. I just wish I hadn't bought it now.

I have worked for some horrible people in my time, but my time spent in purgatory working for the futon company is right up there. If you want to support a company that does not give a moments thought for their employees, their working conditions or the clinically insane managers they work for, then throw money at them. I have never felt so threatened or bullied as I did whilst working for this company. The head office do not care about you the customer or their workers. To add insult to unjury, I got fired for no reason 2 days before Xmas. Literally no reason. What nice humans. The goods are overpriced and really not worth the hassle of there's a problem. Buy from ikea, or make a futon from old crates, it will be better and save you money.

The futon mattress I bought is of exceptional poor quality, lacking real substance, strcuture and material. Within less than a year the futon is completely worn out, looking really shabby and is deeply uncomfortable. Poor value for money compared to previous futons we owned, whcih lasted ten years and still were in good shape and offered comfort. I raised this with the company just outside the warranty period ( we all have busy lives), and they were most unhelpful, telling us we should turn the mattress regualarly. We have done this now for the last six months, and it has not made the slightest bit of difference. The futon is just simply worn out. I will probably bin it soon.

Beware this company. Avoid particularly the Tunbridge Wells shop where you will find a loud, rude and unhelpful manager. The fact they don't give refunds is kept very quiet. What shop these days doesn't give refunds?!! After spending nearly £400 we found ourselves with a stacking cube too many...we would have damaged it if we'd tried to force it in. It was still boxed up and untouched but to no avail. A blunt refusal when we asked (nicely) for a refund. Credit note only...which is absolutely no use to us as, frankly, we don't usually buy this (humble) standard of furniture. We just needed something relatively inexpensive and compact to fit in a rented flat. The product is only just okay but the wood is rough especially the edges...you could get splinters... At least nothing we bought had bits missing or was broken. Reading some of these reviews, I think we had a lucky escape. I have looked in vain for a way to contact head office regarding poor shop based service but the "contact us" section on their website simply directs you back to the shop! To finish, I found the review below on Google. Her manners haven't improved any... A Google User 4 years ago I spent a considerable amount of money in this shop, but when I returned with a faulty item the staff were extremely rude and unhelpful. I have never experienced such bad customer service - and be aware, there is no one to complain to. I assume this is a franchise! Watch out for a lady - she was so rude that I was in shock!

My partner and I spent some money we got as an engagement gift on 2 Bed in a Bags from the Brighton Futon Co. The products themselves weren't too bad on first inspection, although alarm bells rang when the store manager made me feel like a criminal for picking up my fiancee's order, despite the fact I was carrying the receipt. It was really weird. I thought 'that woman has issues' but didn't give it much more consideration. After a couple of months barely using them (they were just for the occasions we had guests), we decided to dye the covers black as we have a black cat, and as cat owners will know, that fluff gets everywhere. So, we unzipped the covers, checked the care instructions, satisfied ourselves that it didn't say 'not machine washable' and dyed the covers. We had to wash the dye off, which we did at low temp in the machine. The covers shrunk so they would no longer fit the cushion. Naturally, we would not have machine washed them if we'd known but nowhere does it say not to. So, as a result of poor care instructions, our product was ruined. Here's where the fun starts. On complaining of this, extremely politely, we were told the following: 1) the covers do not have zips 2) the covers cannot be removed - all in the most condescending and passive-aggressive tone imaginable Now ay human blessed with eyesight can see the covers do indeed have zips (massive chunky ones at that). Items with zips, it is fair to assume, are intended to be unzipped from time to time. Cue a long and defensive, not to mention, fantastical, refusal to replace our covers. So, we said, we'll talk to your Head Office. We took the Head Office email and emailed them, complaining about the inflexible and rude attitude of the store manager, and the ill-considered care instructions of the product. It turned out that whichever bright spark at Head Office received the mail forwarded it unread to the Brighton store. Massive slow clap. Undeterred, we persisted (and persisted) until eventually the store offered to replace our covers. Great! Result! All is forgiven! Except... when the covers arrived, they were VASTLY, I really don't exagerate, VASTLY inferior to the originals. They were little more than a muslin film to cover the foam. You could put your finger through them without any effort. Not exactly suitable for people to sleep on, and so rendering the items utterly redundant. I politely enquired whether there had been some mistake, only to be told the replacement was a 'gesture of goodwill' and that was all we were getting. I find this utterly reprehensible. What sort of company is this? The 'gesture of goodwill' actually comes across much like the Brighton store manager - grudging, bitter, tight-fisted and defensive.

I bought some fabulous cushions from Reading, the cushions were unfortunetely far too big for my sofas, as i live in Hemel Hempstead, i found a Futon shop in Muswell Hill. I travelled an hour in traffic to return them. I was blatently told we dont refund, you have to take a credit note. I was a pt no point of purchase told this was their "policy" . This is outrageous ! I asked for head offices number and it was refused. And told i should write! I was annoyed but the staff are rude and uncaring. They must be trained this way ! I was also informed that i coulnt change anything really and would need to go back to Reading, but they would do me a favour ! This is so unacceptable, there has to be a law against this