The Futon Shop - San Marcos, California

Ilya S.

3 years ago we purchased a King size Tatami bed from this store, in the first photo you'll see the quality of the product. The bed is really well built and does not creek or squeak when moving on it. 4 months ago we purchased two Tatami beds hoping for the same quality but as you can see, the photos speak for themselves. The fit of the beds is not anywhere near the prior manufacturing standards. Aside from the subpar build of the bed frames, the individuals/company which this store outsources their delivery and builds to neglected to screw in the crossbeams and also failed to install a handful of pegs which hold the cross slat mattress supports. We only discovered this 3 months later when we installed the headboards for the beds. It's unfortunate that I have to write this review but I wanted everyone to know what they are paying for, we paid $4,900 for two complete beds and in hindsight I would have gone with a different store/supplier.

Jana B.

I've been waiting to write a review, hoping for a resolution, but it's been 8 1/2 months and I haven't gotten it yet.

If you want a quality sofa with cushions that fit correctly, don’t order from The Futon Shop.

I ordered the Daisy 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.

I immediately called and talked to Matthew (who by the way, has been very nice and as helpful as possible throughout the process). He told me that the cushions indeed looked wrong and immediately ordered new ones. I also emailed about my other complaints and didn’t get a response for a while. After calling and emailing the main customer service line I finally got a response from Edith (a regional supervisor) saying that yes, it did look like there were quality issues.

Matthew delivered the new cushions to me and they were basically the same as the first ones, too small. He also saw the sectional and said that the quality of the sofa overall was not up to their standards and was going to recommend that they remake the whole thing. He also recommended choosing a different fabric since the Hemp didn’t seem to be working and was pulling and pilling and snagged.

So they reordered the whole sofa in a different fabric, and when it arrived the cushions were again too short (about a 6 inch gap in the back where there is no cushion). This is now 6 months after I ordered.

They remade them again, next time only making two, assuming I’d 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 didn’t look good paired with one of my old cushions. At this point it had been 7 months since ordering.

I emailed them again asking for the cushions to be re-made correctly and asked for a partial refund of 15% since I’d been dealing with their many mistakes for months and still didn’t have the correct product that I paid for. I didn’t get a response for weeks until I followed up again. Edith said that more cushions had been ordered and that I’d get them in two weeks.

She ignored my request for a partial refund until I asked again and then just told me no. I’ve asked several times to speak to a higher level of management, and the only answer I’ve gotten is “I am a supervisor”.

I keep getting responses like “well, we didn’t 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.

The only thing she would offer me is two free pillows or a $200 store credit to use in the future. Well, I already have pillows and I’m never buying anything from this store again. So I still haven’t gotten a reasonable resolution.

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 haven’t been contacted yet.

This has been the most frustrating experience, a waste of my time, and I cannot recommend shopping here.

James S.

I recently purchased a futon from TFS and am delighted thus far. The mattress appears excellent and the Dylan Wall Hugger frame looks excellent.

I purchased the items online after being assisted by a very able salesman, Jonathan, at their San Marcos hub store. He was patient in fielding a number of questions about The Futon Shop, various products and options, and what might work best for my needs. Jonathan was thorough and knowledgeable and attentive. From what I learned I was able to place an order with confidence, and picked up the items the following week, when Jonathan was also helpful in my checkout.

This is my first experience with The Futon Shop. Thus far it has been highly positive, and the role of Jonathan is central to that.

Phil H.

I can't say enough nice things about this store. They have an excellent product, and they are always so nice and helpful to their customers. Jonathan and Edith did a great job today in helping me get the right cover for my futon and showing me their current selection of futons. They are the best futon store in my city.

Ellie P.

I cannot wait for my mattress to arrive! Buying a mattress isn’t super high on my list of fun activities but Garrett and the Futon Shop made it a painless process. Garrett was super helpful and was able to get me a great price on a low toxin mattress. I would definitely recommend!

jamie F.

Came in today. Edith helped me. She showed me all of the shikibuton. She took them out for me to try. She sold me one & a tatami to go with it. I'm excited!

Carlos E.

Reed, Jonathan and Stephanie were so great at helping me find the best Futon, mattress and pillows. My experience was so pleasant and I’m very happy with all the items they helped me purchase.

isabella C.

I walked in on a whim and Mark immediately made me feel welcome and at ease. He did everything he could to make the transaction seamless and painless! If I could give a person 5 stars I would immediately.