ComplaintsforFutonland, Inc.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have received in broken wardrobe, for the second time around, theres been multiple technicians that have tried to put this wardrobe together multiple times and now the second wardrobe they sent me is the same thing the doors dont close Ive sent emails and pictures and they are refusing to refund.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 3, 2023 I placed an online order for a futon and ottoman at Futonland. I paid a total of $1039 for the pieces and this price included a $269 shipping/delivery fee. On the 10th I received a call from them in which they told me they needed another $100 to deliver. I then told them I would let them know as I was dealing with something at the moment and would call them back. I called them back on the 11th and asked that they cancel my order and refund my money. The item had not been shipped at this time. They then called me again on the 16th and said they could not refund me as the shipper had already processed the order on the 15th. I want the full refund of $1039.98.Order number ******

  Business response

  08/31/2023

  The issue was resolved and customer got 100% refund

  Thank you

• Initial Complaint

  07/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On December 19th 2020, I purchased a Rockwell Black ************************ Futon Frame from FutonLand. For the amount of $1,079.94. The warranty was included within the contents of that order. Several months later, around September 2021. I reported to them that a piece of the middle frame of the bed started snapping and broke completely. That resulted in my mattress sinking in. Weeks after reporting my issue, I was able to receive the replacement parts for the frame and even had to pay for pricey shipping of 55$ for those parts too. I fixed the frame, using the necessary parts that were replaced by FutonLand. Everything has been fine with the frame, until the past couple of months in 2023. (April, May, June) ** has been nothing but creaking and cracking sounds every time I got into my bed. The edge of my bed consequently has been sinking down greater with each passing day, as I inspected another frame. Another frame has broken and cracked on me. The issue has been reported to FutonLand and their responses have been futile- since their claims are that the warranty expired and theres nothing they can do. Regardless of that response, both parties are responsible here- Futonland and its manufacturer- Strata Furniture. I kindly ask that you please stand by my request to get this issue fixed, with no charge to me at all.

  Business response

  08/06/2023

  I hope this message finds you doing well. I am reaching out in regard to a complaint letter we received under the case number mentioned above. A customer named *** ***** ******* purchased a futon frame and mattress on December 19th, 2020, which was delivered on January 12th, 2021. In September 2021, ****************** reported that the frame had cracked. Based on the photos he provided, it appeared that the furniture was being misused or abused. However, to honor the warranty, we sent replacement parts, provided he paid for shipping, which he agreed to.
  
  
  On June 29th of this year, almost two years after the initial report of damages, ****************** reached out again to report that the frame had broken. We followed the same protocol and requested photos. After reviewing the photos, it became clear that the damages pointed towards the same issue as the initial report which was caused by misuse and abuse. Unfortunately, one of our representatives who was new to the company made a mistake and informed the customer that the item was out of warranty.
  
  
  A few days later, ****************** reached out to us again requesting assistance. One of our managers stepped in and corrected the mistake. We offered ****************** replacement parts as it was covered by the 5-year limited warranty. We offered to replace the damaged parts, but the customer was responsible for shipping. However, ****************** started to harass one of our representatives with multiple calls and emails, even providing a different name just to be able to speak to a particular representative. To avoid any further issues, we offered to send the replacement parts and even covered the shipping cost as a courtesy.
  
  
  Despite our efforts to assist him, ****************** demanded a full refund for the futon frame, which he had used for almost three years. He also reached out to the manufacturer, but they directed him to what the warranty covers, which is replacement parts only. At this point, we are willing to send him the necessary replacement parts and cover the shipping cost. We are humbly asking for your understanding and assistance to resolve and close this matter. If there is anything else you need from us please let us know.
  
  
  Thank you for your time.
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a futon bed from Futonland on ********* ******* When it arrived and in subsequent days I realized that the mattress that came with it was much much too large and heavy to fold it up and close it into a couch. The two delivery man who brought it here told me that it takes two people to fold it up. I am just one 5 foot tall female.I tried and tried and then complained to the store that it would not close back up from the flat bed position. They insisted that I was doing it wrong, that one woman with one hand could operate it and they wanted me to take pictures and videos of how I was doing it to prove I was doing it wrong.They insisted that there was A video on ******* that demonstrated a woman doing this with one hand but there was no such video. I tried Even with both hands and with help from my friend and frankly I hurt my back and my shoulders doing this. Finally I gave up and the futon couch/bed is now open and taking up half of The living room. I solicited them within the specified timeframe on their website to replace the mattress with something thinner. Their website says they will make sure the customer is satisfied. They have to take the mattress back and they will have to throw it away but they have to live by their spoken promise. They are not doing this and instead they are bombarding me with emails and they refused to make good on this purchase. So now I have a futon bed/couch that I cannot use as promised. I alerted them well within the 30 day deadline but they harassed me so much to come up with videos of what I was doing that the deadline passed. I even told them that, that they had dragged out my complaint So as to lose the deadline opportunity. I did make a video and it required moving off the mattress from *************** tell you that that mattress has to be a good 50 or 60 pounds and then I had to put it back on. This is what nearly killed me physically. I am a senior citizen age 67 and Ive been treated terribly by these people.

  Business response

  07/05/2023

  We are working with our customer to find a solution to the problem

  Thank you

  *****

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Afternoon,I purchased 5 pieces from futon Land and they were delivered about Feb. 1st. A chair - its cushion; a futon - its cushion along with 1 additional cushion. I am not happy with either wood furniture piece that I purchased. I sat in the chair for the first time and it literally slipped off the base. This was a slow backwards recline. No big deal, I slid the chair to rest against a wall so that wouldn't happen. Then when I sat on it the second time, the front bar that holds the feet under the chair slid off causing me to hit the floor with such momentum that I bounced and bruised the back of my thigh. I sent pictures and asked ***** Land for a replacement or a refund. Instead the agent told me it wasn't structural and that the chair could be glued. If the chair moves in any way that could cause a person to fall to the ground, isn't that by definition structural? There is no way I want to glue brand new furniture. It should not have happened since I have owned it less than 30 days and sat on it less than 3 times. The scary things is that this chair was for my 4 yr old daughter. I purchased furniture that was advertised as healthy and safe. My daughter has acid reflux and **** and I was instructed to purchase her furniture that would allow her to sit up 6 inches at night to help with that. That is the reason the furniture was purchased. There is no way I want her sleeping on this furniture. I can not use this for the intended purchase.The futon uses metal post to hold the sides up. The wood used is way too soft or the seams are held together with a dowel and glue. There is no way a person of substantial weight is going to be able to sit on either. There is no way - reasonable wear and tear are going to happen here. The furniture is not safe nor is it of quality....I am asking for a full refund please

  Business response

  03/23/2023

  Based on the pictures that were submitted to us, the frames showed excessive wear and tear. Both futon frames are made out of solid wood and built to last, however opening and closing those needs to be handled with care. All items are warranted and we don't have a problem repairing or offering replacement parts. At this time we are willing to offer service or replacement parts. We tried calling you a few times to follow up on this issue with no reply or call back. Please call us so we can discuss this further. This purchase is past 30 days and is not subject to a return or refund
  Thank you

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   After I filed the complaint, ******* contacted me from FutonLand and left a voicemail. I returned his call twice but he was not available so I followed up with an email. I have not received any additional calls from Futon land...
  
  
  I received a response from Futonland stating that there was misuse. I have been trying to politely explain that all I have been doing is sitting on the furniture and it is not able to support me or my daughters (32lbs). I was laying with my head on the side that began to slowly slide down. Once I got up, I was able to see the wood bar was out of place. The bolts holding the wood bar did not hold the sides up. I was showing in the video how using one finger the side slides down. This happened due to us resting our head on the side. I was not trying to change the position. As I mentioned before, my daughter has to sleep with her head elevated. This was the reason for my purchase. I clearly discussed this with the salesmen and we literally decided not to get one piece of furniture because it would not fit my needs. The video is me showing how easily the side slides down. All of the wear and tear, happened within only two weeks of use. We have been in the hospital and not at home to use the furniture. 

  Both wooden pieces of furniture fell apart within the first 30 days of use. The front bar of the chair literally fell off and the sides that hold the futon frame literally slide down slowly. I literally was using the furniture as intended. I took extra time and care to purchase carefully. I intended for my daughter to be able to grow with her furniture, I would have loved for both pieces to work. I just don't think glue and a new dowel rod are suitable to make these pieces sturdy enough to sleep on and I just can't afford physical injury right now with my child. I have couches and loveseat - what I needed was furniture that she could recover on...

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  10/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a futon from Futonland in April. I only place the order because the delivery would meet my needs - they quoted me an August delivery. Futonland could have quoted me any delivery date, a more accurate delivery date. But they did not. I feel I was lured me into making this purchase by being quoted an August delivery, knowing that is the latest date I needed this item by & their also knowing full well that it would arrive whenever it would arrive by then.I feel for ************ delivery issues, but they lied to get my business. When I reached out in Aug. I was told my futon was on a boat and would be here in Spot latest Oct 10. Oct 10 has come on gone as well.Now I no longer need this item, I have another futon where tis one would have been.If they had quoted me an October or November or later, I not have ordered. This futon is NOT a custom made item. The style is in retail stores, all over their website & in the window of their ********* Ave store. The sales person simply offered it in other colors, which ordinarily would have been a two month delivery but due to supply chain issues was now a three to four month delivery. This futon, whenever it arrives, is a totally saleable item in Futonlands retail establishments & on their website. It is in no way loss for them. As of now they are keeping my $900 deposit. I want it returned. It is now six months since my order. Am I to wait indefinitely? Forever?The company has not done what they said they would do which was deliver this merchandise in August. Further, in another couple of weeks Im going to ******* for the winter. I will not be here to receive any merchandise and would not have ordered anything to be delivered on Nov when I know that I am not going to be in New York City! I want my deposit back. They have not delivered anything except aggravation.

  Business response

  11/10/2022

  Our mutual customer placed this order online on May 1, 2022, see attached order confirmation.  The total purchase price is Total $1,822.57, we require a 50% none refundable deposit in order to start the process, the item was a special order custom color sofa bed. At the time of the sale, the customer was given 4 months' estimated arrival time. Based on the going situation in *****, the production was delayed and arriving Oct 10, 2022.
  The customer does not want to wait and asked us to cancel this order, canceling this order would mean that customer will be losing the original order deposit
   Also please see attached our store policy that is clearly posted on our site ********************************************************

  As a courtesy we are willing to cancel this custom order for 20% cancelation fee $347.31, customer paid us $911 deposit, so the total refund will be $563.69. Please let me know if this will work for you

  
  Please feel free to contact us for any further assistance 

  Thanks

  *****
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  8/6/2022 I was trying to order a Futon Mattress from their website. On their website it clearly stated that shipping was free (excluding King size). Since I was ordering a Full size mattress shipping was supposed to be free. BUT when I went to checkout it said their was still a fee for shipping. I called over the weekend and spoke to a lady named ********. She said they were going to help me out and a ****** from the warehouse go tin touch with me and he said shipping was going to be free, not to worry. This morning I got a call from ******** and she stated that it was a "glitch" in the website and shipping was not free. That is classic bait and switch. I have images that I have attached that state shipping is free. She said too bad - we have changed the website now.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a king size bed set and received a queen set. Mgmt stated they would fix the issue after I asked them to pick up the merchandise. They then waited until after return period limitation was over to tell me there was nothing they could do. They also told me what I paid for is unavailable. So I was sold an item that didnt exist. Seller is not willing to refund my money and pick up the items

  Business response

  07/28/2022

  Our customer *********************** placed an order over the phone for a queen size Nova Domus Marbella bedroom set: queen size bed with 2 nightstands, dresser, mirror and a chest on May 8th, 2022. At the time of the order placement we notified a customer that a king size bed was a special order and a queen was the only bed available right away. ******** was looking for something that could be shipped right away. King size was about 3 months lead time. Also the amount that  we charge was for the queen size and not a King.  Please see attached listing from our website. The listing is clearly shows Queen size Bedroom as it is on the order confirmation email (see attached)
   We tried to help to resolve this misunderstanding by offering an exchange for a king size bed but that would involve paying for shipping cost and the cost difference queen to king. ******** refused  our offer.
  
  Bedroom set was delivered on May 19th, 2022 and was signed for by the customer. Please see signed proof of delivery attached, where there are multiple Queen ********** items listed with customers signature below

  Thanks you,

  **

  
  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered futon. Told 2 weeks. Specifically made sure if 2 weeks as we just moved into an apartment across country and desired futon promptly. No futon after a month. No response from company. Called & emailed multiple times after 5 weeks. Kept being told call back & that email couldnt be found. Into 6th week requested refund, finally received response. Told at least 3 more weeks, making it a minimum of 9 weeks, after clearly being told 2 weeks. Now theyre trying to charge a draconian restocking fee and shipping fee after (1) no communication about delay (2) no communication about restock fee expecting customer to read all of the fine print is ridiculous, just be an ethical company and dont deceive customers. They clearly knew the futon would be very late. They have information on all shipments. Nevertheless no correspondence. Left is hanging with no futon for months. How is this ethical? How can they claim to be customer friendly when they treat people this way? If you make a big mistake be honest and fair. Dont make customers think theyre getting something then make them pick up the tab for deceptive practices. Be honest. Tell people about delays. And certainly dont charge fees when the customer did nothing wrong unless you want to destroy your reputation.

  Business response

  07/11/2022

  Unfortunately, there was a delay in shipment, we cancelled that order without any fees or cost to our customer.

  Customer made a new order for a different futon frame 

  No further issues

  Thank you

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bed from Futonland at the brooklyn location on *** *********. It was delivered on April 7, 2022 and on May 11, 2022 I informed them the bed broke. I spoke with *******, he was initially going to replace the piece but it is unrepairable. I noticed the bed has a Cancer warning as well. I asked if I could get half off of the bed or compensation but no follow up phone call. I was supposed to receive a call back on 5/26/2022 and no call. I contacted Affirm and they sided with Futonland. I know I do owe money because I have a dresser but my bed has been on the floor for several WEEKS WITH NO RESOLUTION. I spoke to them today 6/6/2022 (***), and she assured me ******* would call me back because the "systems were down" and nothing. Please help. I have photos, videos and I had to buy an additional box spring to support the mattress which now sits in between the bed frame with a Cancer warning! They LIED! No resolution

  Business response

  06/07/2022

  The product purchased by the customer  was delivered in good condition.  
  
  
  The customer mishandled the bed and used it without the box spring. It is not supposed to be used without one. This was clearly stated on the product page (attached) and when confirming the order over the phone before the order was shipped.
  
  
  Due to the improper use of the bed frame, the customer broke it. We offered them a replacement as a courtesy, but the customer declined. Support ticket attached to prove it was mishandled and broken by the customer.
  
  
  As far as cancel warning its a standard warning required by ******************* " ********** Residents - Proposition 65 warning"  , this warning is posted on our site for many products. 

  *********************************************************************************************************************************************************

  We can not offer any compensations.

  Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩