ComplaintsforCotton Cloud Futons.com
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/12/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
In August 2021, I purchased a love seat couch from the Cotton Cloud for $1,581. It was advertised as being composed of "Natural Latex, PLA Fiber Batting and Natural Coconut Coir". However, the CA manufacturer's tag on the bottom of the item indicates Polyurethane Foam Pad 49%, Rebonded Polyurethane Foam Pad 41%, and Polyester Fiber Batting 10% (attached). I brought this to the attention of Mack at Cotton Cloud and asked for a confirmation of the composition of the loveseat. He contacted the sales rep, Christopher Bechtol, Futon Shop, who claimed via email that the loveseat was mis-labeled at the time of manufacturer. Text from his email: "...Yes there were some that came with incorrect law labels. We shipped out the correct labels to our customers. It was an error when they were being tagged after manufacturing. Rest assure these all are made with coconut and latex and all natural ingredients. It is simply the law label that is was incorrectly attached after manufacturing them". I have attached a Sept 2020 letter that was reportedly sent out to customers by Lifestyle Solutions. I have requested that Cotton Cloud send me the correct label and provided my mailing address. Once received, I will affix the label to the loveseat and there will be no question of the item's composition when and if I decide to sell it to someone else. I have taken the time to make several trips to the store between August and October and have received no further out reach from them on this issue. This is frustrating. I would appreciate your assistance on obtaining the proper manufacturer's tag for this furniture. Advertised Loveseat: "Eco Orlando Loveseat" advertised on Futon Shop's website (https://www.thefutonshop.com/eco-sofa-natural-latex-upholstered-toxic-free-sofa-bed-futon-couch-slate).Business response
11/15/2021
Replacement tags for Mr. ****** sofa was submitted to the manufacturer on September 29th. Manufacturer responded same day to let us know they would be sent. See PDF attached.
Mr. **** has access to the sales rep's email address and nothing is stopping him from contacting them directly for his sofa tags.
After over a week of receiving harassing, threatening and insulting emails from Mr. **** (even after we proved his claims of fraud were false) we decided - with our owner's consent - that Mr. **** would no longer be welcome in our establishment. We stand by this decision.
Business response
11/19/2021
We have additional information for this complaint, but could find no way to update it online.
Please add the attached PDF to the ongoing discourse.
Please let us know if you have any questions.
Thank youCustomer response
11/29/2021
BBB - I received the correct manufacturer's tag for my loveseat in the mail today (attached). I appreciate your assistance. Please close the complaint with Cotton Cloud.
--
Best Regards,
Brian J. **** (he/him)
Cascadian Court Condos, Unit 206
m| 503.995.3618
e| [email protected]
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.