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. We use it almost never. Probably 10 to 15 times its been used in the past year. Last weekend, a friend is in town and we pull it out and it just falls to pieces. Two pieces broke off, including one where the metal on the frame actually split in two. We have no children or pets that jump on this futon or otherwise could damage it, and as mentioned, we never use it. It's solely for when guests come in town.
So I call Cottonwood and email. I get 2 very unprofessional emails in response. Poorly typed and formatted, indicating to me that this is a company that doesn't have a clue. They refer me to 'technical support' and tell me to call them. I would have hoped they may have been the ones to call me since I inquired several times just to get any response. I called 'technical support' to find that Cottonwood Futons has a pretty inept customer service center. I told my story to Cottonwood Futons on the phone. The guy put me on hold. Another picked up and I said that I was already being helped. The guy said that the person I was talking to had to take another call that was very important that he'd been waiting for all day.
Hey, thanks! I'm glad I'm so important too. So I told my story AGAIN to this new guy, and even sent him photos. He said that they would replace the parts, BUT then we get an invoice for roughly $100 to cover the cost of shipping and handling.
I cry foul and say that this is obviously the result of poor craftsmanship, because we don't even use this futon form Cottonwood Futons. They say, sorry. We're not charging you for the replacement parts. Well no kidding! The last time I checked, a warranty meant that if something went bad with it, that you fixed it for free. Not the case here. I may as well buy a new futon for the cost its going to incur to have me fix this one.
I've dealt with several unprofessional people via email and phone on this now and am disgusted. I filed online with the BBB as well. If you're searching for a futon online, DO NOT BUY FROM COTTONWOOD FUTONS. Go someplace else. Your futon will break no matter how little you use it and their service is a ripoff.
Cottonwood Futons is not a reputable company, and I wish I had done my research on them more before purchasing from them or I never would have bought it. It doesn't surprise me to see so many complaints with the BBB and online on various forums. Cottonwood Futons is a bad business.