Backstage in Futopia at KROQ's annual Epicenter Music Festival

KROQ of Los Angeles recently hosted their 2009 Epicenter Music Festival and this year The Futon Shop was right in the thick of it with our LA event rep Matthew and the portable Futopia Lounge. Both Linkin Park and Tool walked off with our luxurious Matrix Sofa beds and an exciting time was had by all. Check out The Futon Shop Flickr page for some highlights!

Dear Suzanne Diamond,

I wanted to tell you what a great experience we just had with your employee "Chris" at the Santa Rosa store. A few years ago we ordered a futon from The Futon Shop for our older son who is at the University of Michigan. He liked it so much we wanted to order one for our other son who is at the University of Pennsylvania in Philadelphia. I called the 800 number and spoke to Chris in Santa Rosa who was very knowledgeable and helpful. After discussing it with my husband and son we decided to go ahead and order it. We were hoping to have it delivered a few weeks later when we would be in Philadelphia visiting our son so we could help him with the curbside delivery and help him get it into his dorm room and assemble it. When I called the 800 number again this person I spoke with said that particular futon was not available until the end of the month and that we would not be able to arrange for it to be delivered on a particular day. We decided it wouldn't work out. Then I remembered that Chris had given me his number in Santa Rosa so I called him back. He was great. He made some calls and called me back. He said he spoke to someone in the warehouse and in shipping. He found the futon we wanted and said he could arrange for it to be delivered on that Friday for us. We were thrilled. Everything worked out perfectly from then on. I immediately received an invoice and then a tracking # from the shipper. The futon arrived in Philadelphia within a few days - a week before we wanted it delivered. I was worried that it would not work out. Volpe Express in Philadelphia called to set up the delivery and I explained that we wanted it the following week. They said no problem. The following Friday we arrived in Philadelphia and received a call from the driver. He met us at the exact time we had arranged - on a busy street in the middle of Philadelphia. It was amazing. We would have given up if Chris had not been so knowledgeable and taken the time to make a few calls and get back to me and then assure me that this complicated plan would work.

It is very rare to get such excellent service these days. I have already recommended The Futon Shop to many of our friends with kids in college and I have given them Chris' number at the Santa Rosa store. If I hadn't randomly gotten Chris when I called the 800 number I don't think we would have purchased the futon. We were all very lucky that he answered the phone that day!

Thanks,

Dear Futon Shop Management,

My wife and I have made many purchases over the years and several recently. We are very impressed with your salesman, Matthew at your WLA Pico store. Matthew is very hard working, knowledgeable to a fault on your products, very personable, and basically a great asset to your business. Thank you for having the foresight and managerial wisdom necessary to hire and keep such an outstanding employee in your employ. Matthew definitely deserves a "job well done". I am sure many other customers share our sentiments, but the majority of Los Angelino's we feel are too self important and self absorbed to share their thoughts with you as we have. Thanks for providing a great product, and a great staff!

On or about 5/17/08, My wife and I came in to your San Jose Store looking to replace our 12 year old Futon. After previewing your inventory, we made a selection and purchased a frame and Memory Foam Mattress. We had been informed that this Mattress would perform well under the daily use we had outlined to the staff. (we live on a boat) We had met Chris because of a frame problem, which Chris handled quickly and to our satisfaction. It was about a month later we noticed that the mattress was starting to "trough" we a been using a method of rotating and flipping the matress over every Week... I called Chris to voice my concern that this Mattress was not going to fill our expections. Over the course of several days Chris and an other fellow whose name was Matt had work out a very amicable solution, of which we are very happy! Our hats are off to Chris, Matt and all the Staff at the Futon Shop for your excellent Customer Service.

15 years ago I purchased a cotton and wool futon with latex core from the futon shop. I slept on it every night. I had such a good night sleep every night. When I moved to New York the movers tore the mattress. I called The Futon Shop in San Jose and they shipped me a new one just like my original cotton wool and latex futon. It arrived in perfect condition and it feels terrific. I want to thank you for making such a great product and helping me to continue to get a great night’s sleep.

We are writing today to compliment the wonderful service we received from Burt Bun at your San Mateo Futon Shop.

Burt's expertise in helping us select the sofa was especially helpful and our special requests regarding delivery was handled with exceptional expediency.

Because of Burt's commendable customer service, we will continue to patronize The Futon Shop and also recommend your store to family, friends and colleagues.

I want to thank you for helping me get a chemical free futon for my daughter. I looked everywhere to no avail and she was allergic to every futon mattress we bought. Finally you made a custom futon mattress for her and she can sleep and so can I. Thanks again for taking the time to take care of us.

Just wanted to let you know that the futon arrived safely and is now assembled. My husband and I are delighted it. He remarked that it far exceeded expectations!

I would like to say that you people have been really nice to deal with. I spoke with Raphael/?Rafael on the phone and he was extremely helpful in walking me through the process. He helped me select the mattress that would best suit our needs, etc. I was grateful for his input and felt that I could call him if I had any questions.

So, kudos to you all, and thanks for a pleasant shopping experience!

Whatever you are celebrating, Happy Holidays!

I will try not to be too corny when I write this letter to you. I recently moved to the bay area and immediately started looking for a bed. Almost as quickly I decided there was no way I was buying a futon as they were too unsteady, unsightly, etc etc etc. Due to my small studio I NEEDED SOMETHING to double as a couch and bed while not taking up too much space. To make a long story short I ended up at the Futon Shop where Mr. Ralph G. assisted me in my choices. He was probably the best and least pressure salesman I have ever met. I have meant to stop in there and thank him personally. He was extremely helpful, knowledgeable, friendly, professional, and almost as important was that we had a great soccer conversation. Not only did I find exactly what I realized I wanted but I was able to walk out of your storeroom with my new futon. Three hours later I had set up my new Futon mattress and absolutely loved it. I am sleeping as well now as I ever have. Thanks Ralph and Futon Shop.

By the way your web site blows everybody else away-there is no comparison.

In 1999 we purchased 3 futon sofa beds from your company and we shipped them to our cabin in Maine. We had a fire and everything was lost. I contacted one of your stores and they looked up my invoice and sent it to me for our insurance company. We replaced all our futon sofa beds just like we original had when we rebuilt our cabin. Thank you for all your help we love your futon sofa beds.

Just rec'd my order & it's even better than I thought it would be! Also, you couldn't possibly have packaged it any better...great protection & very appreciated! Thank you & I'll be ordering from you again soon!

My wife spent 2 weeks going to every sofa bed store she could find. She came home and told me she found the best futon mattresses at your store in Palo Alto so we went together last week. We got great attention from your staff and I was so impressed with you selection, quality and prices we even bought one for our bedroom.

Everything was delivered on schedule as promised and looks terrific. Thanks again for all your help.

Hi, it's kira.

I just wanted to thank you for the shiatsu mat! it's beautiful, I love it.

And thank you for having it specially made, this company is a wonderful one doing important things and I hope you all continue to make such Eco-Sustainable products and do it with such care.

Thank you - Raphael!

I was amazed to see the selection of futons you had in your showroom. Most places I looked at only had a couple of futons and frames on display, but at the Futon Shop there were literally dozens of futons laid out on more frames than I could count, as well as these kind of futon sofa beds that I had never seen before. Your sales person, Scott was very knowledgeable about all the different futon mattresses, and helped me select one that not only felt really comfortable, but was made with eco-friendly materials to boot! The futon frame I chose matched the furniture in my guest room perfectly, and I’ve had numerous guests compliment me on how comfortable it was to sleep on.

Just had to write you to say how much my grandson loves the two rockstar convertible chairs I got him for his college dorm room. I wasn’t sure what was appropriate to bring to college these days, and what he would really like in the way of dorm furniture, but your salesperson helped me pick out these “video game chairs” that turn into little miniature futon beds. It had been quite some time since I heard so much enthusiasm in his voice when he called… I told him to use them if he had any girls sleeping over!

I got a futon sofa bed from your San Jose location, but after a number of years of hard usage, the colors were starting to fade and the stains were starting to show. I was worried that you wouldn’t still carry the same sofa bed, but when I stopped by I noticed the same sofa as soon as I walked in the door. Turns out all I needed was a new futon cover that attached easily over my old sofa bed frame. Not only was it cheap, but I got a brand new colored cover with a matching ottoman with storage. All without having to lug home a brand new sofa bed!

Hi,

I just want to tell you what a wonderful employee you have in Chris. I wrote to explain about my expensive damaged frame for my son's futon bed we had purchased. Chris responded to me immediately. He listened empathetically as I explained the situation. In this day and age you are lucky if someone listens, let alone listen as they care. He never blew me off, responded promptly to each of my emails, and kept working hard to help resolve my problem. Because of him I will and I will also recommend it to my friends. You are very lucky to have such a great employee.

Love the website! Most of the futon sites I’ve been looking at don’t even say what materials their futons are made of, but it looks like you guys are kind of bucking the trend here. I was happy to see that your site not only goes over every ingredient of your futon mattresses in extreme detail, but that the vast majority of your futons are made with eco-friendly materials. I ordered your Natural Plus mattress, the one made with a natural latex memory foam(!), organic cotton and pocket coil innersprings, and I can’t wait to test it out. I’m a long time futon owner and I just wanted to let you know I appreciated all the information you provide about your futons and thank you for making my futon selecting process as easy as possible.

Hi,

I recently purchased a wall hugger sofa bed futon from your Futon Shop outlet in Palo Alto, and I just wanted to tell you that your futon is the easiest sofa bed I’ve ever had to operate. I don’t have much space, but all the sofa beds I had seen were kind of a pain to turn into a bed and vice versa. The futon I got was just as easy to operate as advertised, so I wanted to thank you for that.

I’ve noticed you have these wall huggers in space saver sofa bed sizes on your website now… Wish I had seen those at the time! But still, it’s worked out great for me, and the futon mattress has been surprisingly comfortable too. I think I’m getting a better night’s sleep than on my old innerspring twin bed!

Dear Edith,

Thank you for your help with our queen futon set! Love your furniture selection!!!!

:P

Hi Suzanne,

Thank you for your help in replacing my futon. I am impressed with the immediate changes that were made to resolve the issue and love the both comfortable and beautiful piece of furniture.

Great business ethics.

Hi,

I just wanted to thank you for the multiple layers of packaging around my order... the attached picture is of a pallet nail that punctured the face of the box near one of the corners, but the tip of the nail apparently did no damage - I could not find any puncture holes or tears in the fabric of the piece. I suppose the shipping company at some point slid the box on its face on the floor of a trailer, and that is how the nail punctured the box. Anyway, all is fine because of the thick packaging.

Thanks again!

I called your company this afternoon as I was having trouble with my game chair. I was put through to your San Ramon store and spoke to a young man called Ryan who was polite and offered me exactly the right solution. This is a refreshing change for good service is priceless.

Thanks!

To whom it may concern,

I am writing to let you know that I was initially dissatisfied with my order. I was fortunate in receiving (Name Omitted by Request)'s help when I called to resolve the issue. He was helpful and responsive, and fixed our problem immediately. And, with a good sense of humor! Much appreciated!

Thank you,

I can't wait till our new futon arrives!

Dear Raphael,

Thank you so much for all of your assistance. I'm returning the swatch you so kindly sent me, it's so much easier to see the fabric in person. I think I'll be more than satisfied with your microfibers. Looking forward to receiving the Shikibuton I ordered yesterday.