Customer ReviewsforNatural Home by The Futon Shop

I ordered the Spacely Single XL frame from this company. According to the website, the bed is supposed to be 32" x 79", but it is actually 28" x 74". When I complained about this, I was told it was the mattress, not the frame, that is supposed to be 79". I sent them a picture showing that the mattress itself is at most 76" (probably 75"). The "customer service" representative then proceeded to try and tell me that this is due to normal expansion and compression.This was important to me because my son is 74" high so I was looking for the XL length specifically. There were other problems with the order. The photo on their website shows two large pillows that weren't included in the delivery. They said "that is how the spacely is manufactured." And the $600 upgrade I paid for a nicer mattress and cover recommended by the salesman - when I explained that my 6'2" son would be sleeping on this mattress - it is not comfortable at all. You can feel the mesh base through ***** when I explained the discomfort, they offered to sell me another product to fix the problem. Seriously?I wish I had read these reviews and can't believe this company gets an A+ from BBB. This company is shameful.

I ordered the ***** sectional 8 1/2 months ago when it arrived it was poorly made. The most obvious problem was that the back cushions were too short, but there were quality issues all over including the fabric and seams.They agreed the cushions were wrong and ordered new ones. The second set of cushions got delivered by a sales associate (also too small like the first). He said sofa was poor quality and recommend that they remake it. He also advised me to pick a different fabric.So they reordered the whole sofa in a different fabric, when it arrived the cushions were again too short (about a 6 inch gap). It had been 6 months.They remade them again, next time only making two, assuming Id use one of my current cushions (there are 3 total). They made the new cushions completely differently, sewn differently, not filled fully, and about 4 inches taller than the ones I already had, so obviously that didnt look good paired with one of my old cushions. At this point it had been 7 months.I emailed again asking for the cushions to be re-made and asked for a partial refund of 15% since Id been dealing with their many mistakes for months and still don't have the correct product that I paid for. I didnt get a response for weeks until I followed up again. ***** said that more cushions had been ordered and that Id get them in two weeks.She ignored my request for a partial refund until I asked again and then just told me no. I keep getting responses like well, we didnt charge you to change the fabric but they were the ones that told me to choose a different fabric. And in fact, the second fabric cost less than the one I paid for, so I should have gotten a refund for the difference anyway. I was told the 5th remake of the cushions has been delivered to the store and someone would be in contact to arrange a delivery - but that was a week and a half ago and I havent been contacted yet.This has been the most frustrating experience. Still unresolved.

Precious who works out the west ** on *********. was the rudest person Ive ever spoken with. Precious whose an employee that represents The Futon Shop. I was referred to this company from a dear friend. Im so disappointed. I would not recommend my enemy to go here. Terrible customer service from Precious and ****.

Worst rip off of my life. RUN don't walk away from this place. Nightmare experience similar to others who have made a review here. My organic cotton matress smelled like a barnyard and the smell never went away. Had to sleep on make shift bed for a month because smell was so aweful stinking up my tiny studio apartment. And they don't do refunds, only store credit or half store credit for proof of donation. Couldn't donate in good conscience due to smell, couldn't wast more money on returning it. It went to the dump where it belongs when my new usable matress was delivered. Currently in talks with my bank disputing the charge. Don't be fooled by all the good reviews on there site. Trust Pilot has similar horrible reviews as shown here. Worst experience ever with a company.

Theyre horrible. Send couches with wrong fabric. Cushions are so plumped in the center you cant sit on them without falling to one side. Their customer service is essentially non existent. They dont back their products. And if you want to return a sub standard product you have to pay shipping which is unreasonably expensive from the east coast to the west coast. In sum, their products are inferior and they take absolutely no responsibility. Stay away. Far far away

What a rip off. An acquaintance had told me about this place so I decided to order a futon from them. Due to the fact that the futon was the equivalent of sleeping on a hard rock I decided to bring it back in exchange for a full sized bed. It was around $500z I ordered the full size hemp bed. I enjoyed the comfort of this bed until it randomly broke on me one day out of the blue. I hired a handyman to come fix the bed and it was successful until I started noticing the legs becoming wobbly again. I have been the only person sleeping on this bed and there is no reason it cannot hold the weight of a young woman. At this point im tired of dealing with this company and am just going to buy another bed. Total waste and scam.

I ordered the Tranquility mattress based on sales advising me to upgrade (ie. spend more money) on a better supportive mattress which would be more like a hybrid mattress that I was asking for. I received a basic futon, nowhere can I see the supposed coils this upgraded mattress is supposed to have for the additional support and cost. This is just a basic poorly constructed futon, not at all a mattress. Its lumpy, doesnt hold a shape and doesnt fit in the frame. After numerous calls and emails, Ive been advised that the problem is the frame. No one has taken any responsibility for overselling an underperforming product that is not what was advertised.