The futon arrived in a damaged box with a hole in it. The bottom right frame piece of the futon was cracked; the upper left piece of the frame was sheared off and the armrest hinges were so loose that the arm piece would not close properly.
When the mattress was removed its thickness measured between 4 inches at is thinnest point to 5 inches at its thickest point, even when it was fluffed up and allow to expand. The web site lists this mattress as being 6-8 inches thick (compressed). I took pictures of the mattress with a ruler before I sent it back.
I called the technical support center 3 times and left 3 messages about the cracked futon and mattress, and received no return calls. Thus, I called Jan at customer service who was rude and basically said that the mattress was not defective and it was up to me to pay the return costs. She then informed me that I needed to call technical support, which I did, again, during their posted hours and still have not heard back from them.
I then sent two emails to Jan asking for a return shipping label which she would not send, so in the next email I asked her to please send the email on to technical support or to whoever could help. I have never received a phone call from the company. I finally shipped it back UPS which cost me 170.00 then I filed a complaint with my credit card company.
The funny thing is I told Jan right from the beginning that I would purchase a more expensive mattress (that was listed as 9 inches thick) because I figured it would be at least 6 inches which is all I needed, and that I was willing to pay the difference, in fact I placed the order. However, I had to cancel the order when she informed me she would not send me a return label for the other mattres or the futon.
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