I ordered a futon mattress from this company and it was dleivered damaged. I called the company immediately and asked what actions I should take. They said to send photos of the damage and then they would contact the manufacturer who would tell them if they could take it back.
A week passed and I never heard from them. I sent an email asking what was up and that I wanted a refund and was disappointed in the lack of communication. Everything went down hill from here. They called me after receiving the email and were extremely rude on the phone (during the several conversations we had) asking me if I had ever ordered anything online before (patronizingly) and talking over me. They said they would not give me my money back because they had already sent out another mattress but offered to give me a discount on another mattress of my choice. I said that I was not going to give them any more money. They told me that they would give me a refund minus the shipping charges.
I sent back the second mattress they sent me. That refund never happened. So I went to the Better Business Bureau and filed a report. Futon Planet wrote back a lie filled recount of their version of the events. On the last call I got from them, I was told that since I had contacted the BBB that I would receive no refund. They use the BBB symbol as a trap not as an option for mediation should such events occur.
The owner of this company is horribly rude and her and her employee try to talk you in circles. They are not interested in customer service. They only want your money. They claim that they cannot re-sell mattresses and I agree except in this case the mattress was damaged and was useless any way. I wasn't just returning it because I didn't like it. I have no product and no refund. Never order from this company!
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