Futon Creations

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Horrible Experience w/Futon Creations
Posted by on
Rating: 1/51
TENNESSEE, CALIFORNIA -- We ordered a Queen Futon Set from Futon Creations for our lakeside cabin in east Tennessee. From the start the process was a disaster. I wanted to take advantage of the sale; however, I did not want the futon delivered until I was at the cabin which is 425 miles away. After calling and speaking with Sales, they were happy to tell me I could enter the order that day and note the delivery timeline requirements.

Unfortunately, within a couple of days I received the shipping notification! Obviously no one in order processing reads the Notes Section of the order form! The customer service representative told me that shipping could be delayed once the futon arrived at the freight terminal. Next major issue - our vacation home, although easily accessible by most furniture delivery trucks, is not accessible by tractor trailer! DCG Stores insisted that the only delivery option for the futon was freight.

I called FedEx (since DCG would not) and thought I talked them into using a 28' box truck. The roads are new, paved just winding and not wide enough for large over-sized rigs. FedEx said they would drive up to the gate of the neighborhood and we would have to move the boxes the rest of the way. After discussing the situation with Shannon at DCG, we were provided a 10% discount for our inconvenience.

Yesterday, the driver called from an intersection 3 miles away and said we needed to meet him there. He was in a tractor trailer! My husband loaded the 3 boxes into his Nissan Pathfinder! I could not understand why the futon was shipped via freight! We just opened the boxes to begin assembly and, lo and behold, most of the wood frame is heavily damaged! Snapped seat deck rail, severely chipped and scraped arms, etc. It is totally useless!

Now I am waiting to see how DCG handles this situation. Needless to say, we are DONE with Futon Creations and would never recommend them to anyone!
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User Replies:
Liza on 07/10/2013:
Dear dkeys526,

We are sorry to hear of the issues with your order. Please contact us at service@dcgstores.com with your order information to see how we might further assist you.

Delivery dates cannot be guaranteed, however we do try to accommodate consumers' requests if we can. It is possible that your request may have been overlooked due to human error.

We ship goods nationally to the 48 contiguous states and therefore, cannot use smaller "local" delivery outfits. Small parcel goods can be delivered by FedEx/UPS ground services. However, for large, bulky or heavy items, not suitable to be shipped by standard ground services must be shipped with Freight services (large trucks).

For any shipping damages or product defects, we will replace the part free of charge.

We look forward in hearing from you.
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Buyer Beware
Posted by on
LIVERMORE, CALIFORNIA -- We received our futon in good condition, however, when we opened the boxes there were no instructions on how to build the frame. The frame boxes contained about 25 individual pieces.

We contacted Futon Creations by phone and left 6 or 7 messages. No response. We contacted Futon Creations by e-mail an left 4 messages. No response. We finally got someone to answer the phone and she said she would e-mail us the instructions. We received an e-mail with "step 4" of the instructions and a 1 page description of how to fold the bed up and down. We finally drove to the local warehouse and demanded instructions. They were for a queen and not a full. The owner insisted the instructions were the same. They were not! The box was missing most of the screws and other hardware.

This company is rated "F" by the BBB. I wish I had done my homework. This whole thing has been a nightmare!
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User Replies:
Alain on 03/03/2011:
Thanks for the warning.
Anonymous on 03/03/2011:
Ready to assemble furniture... When I finish assembling, it usually has no resemblance to furniture whatsoever, and instructions only confuse me more. Good review.
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