Do not buy from Cottonwood
NEW ORLEANS, LOUISIANA -- I too am having trouble with this company. I wish I had done more research about this company before buying our futon there.
My situation is that we bought a futon last year which has a 10 year warranty. ... read full review
We ordered and paid for their top of the line item --a stickley model futon. Because it was a custom item, we were told that it would take about a month for delivery. After about 6 weeks I checked, and ... read full review5 Replies - Latest reply on 11/14/2007
The Cottonwood Bali futon frame is poor craftmanship at its laziest. The instructions must have been poorly translated from another language. I can forgive the occasional typo, but when the typos are so numerous that critical parts are mis-labeled, it makes the instructions almost useless. Most of the parts don't fit to the others. Only by bending and warping the product can you make any of the pieces fit. Even the "finishing touches" just fall out as if they were never measured for the complimentary parts. Overall, Cottonwood just makes a very poor product. I wish I had never bought from them and I shall never do business with them again.
P.S. The futon mattress that arrived may be the one I ordered, but it doesn't look like what was described on the www site. Unfortunately, there's no way to tell because Cottonwood did not label or identify the mattress in any way.
P. P.S. One positive note. After leaving a message on the technical support voice-mail, I did receive a call-back a day later.
MADISON, WISCONSIN -- I would not recommend this business!!!!!! Do not use this company!!!!!! It has been over 3 weeks and I still can not get anyone from customer service to answer my e-mails or any of the messages I left. I have not received the whole product and when I do talk to someone they inform me that they only take orders, then disconnect and hang up.
I continue to call and have not been able, in the 2 continuous weeks of trying, been able to actually talk to anyone who works for this company that can help me find my order.
I would love to find the CEO and torture him/her at this point........
Warning On Date of 08/31/10 Place: http://www.cottonwoodfutons.com/futon/1597/ Company falsely advertised product, and sent me a product that was not on there web site. And to this date is falsely advertised (they do not have the product shown) Company failed to make adjustment with refund. Company Responded by banning my telephone contact by (locking my phone number out of there network) so I could no longer contact them by phone. Company failed to return any of my email request over a period of approximately 3 months. Company refused to negotiate a compromise. Better Business Report online Cotton Wood Futons
This company has about the worst customer service I've ever experienced. Actually there is NO customer service. I tried for 2 weeks to contact them via phone and e-mail regarding sending back my order and had NO response of any kind. For that reason I would not buy from them, nor recommend this company to anyone. However, the quality of the futon cover and the pillows we ordered was excellent. The need to return it was because I ordered the wrong size, not because of a mistake on their part. So it is actually disappointing to write such a negative review given the quality of the product. But a place that ignores their customers (despite promising a 24 hour response time to questions) is not a place I wish to do business.1 Replies - Latest reply on 12/27/2010Add reply
MADISON, WISCONSIN -- I ordered a futon from Cottonwood a few weeks ago, got it and went to assemble it with a friend last night. On the website it says that assembly is relatively easy and should take you about an hour. This ... read full review3 Replies - Latest reply on 05/23/2012
MADISON, WISCONSIN -- The customer service over the phone was rude, nasty and ugly. After paying an extra $25 for rush delivery it took over 3 weeks to get a mattress because it got sent across country and back. They refused to refund the extra money I paid for expedited service. Then after only 2 years the mattress was lumpy and worn - it had a 5 year warranty that they would not honor. The woman on the phone said their mattresses do not get "lumpy" - I would like her to sleep on mine. I wish I had researched the company as I have read dozens of reviews that were all bad. I hope this will help someone who is thinking of buying from them.Add reply
Ordered a futon mattress online on a Saturday. Monday tried to cancel order but already shipped. Refused order and was charged over $65 which included shipping and a 20% restocking fee...Easy money. No where on their website did I find the return policy. 2 Replies - Latest reply on 05/14/2010Add reply
MADISON, WISCONSIN -- Bad service, stay away. They E-mailed me with my order confirmation stating in red letters highlighted in yellow that all items are currently available and my credit card charged. The Futon arrives, it has a bad smell. I air it out. The cover and the pillows never show up. Almost two weeks later they sent an e-mail informing me that the cover and pillows are no longer available. I was counting on them for company.
If they were not available I should have been informed at the time of order. I hope to see the charge credited. I wonder how long that will take:) Bad... Stay away!
They shipped me a futon cover that was different color than what was displayed on the website and then would NOT send me return shipping label and also tried to make me pay a 20% restock fee AND pay for their shipping to me of the original!
Follow the other reviews out there and NEVER do business with COTTONWOOD.
LOS ANGELES, CALIFORNIA -- Cottonwood sold a "machine washable" futon cover to me, but on the package it said "Dry clean only". I called them and they RUDELY insisted that it was washable. So I called the manufacturer and they said it was dry clean only as stated on the package and the inner tag.
1 Replies - Latest reply on 02/15/2008Add reply
It cost me almost $27.00 to send it back I had to pay a 20% restocking fee! I should have had to pay nothing as is customary with reputable companies who do not misrepresent their products.