Cottonwood Futons / Poor service!
I ordered a frame,mattress and cover from this company. A box containing the rails, instructions and parts was lost in shipping via FedEx. Two boxes arrived with 2 slats w/chipped wood pcs., one slat had 2 splits in the wood lending it unsound structurally and the left arm end pc was missing a support part -4 pcs all together. (Some of the wood was warped and screws not in completely.) I took good pics and reported it via email and phone. No response to my email and the machine said they would call in 48 hrs, I left word and waited, no call back. (I learned from BBB they had 39 complaints in 36 mos. some they never responded to.) I called again got a young guy who said I had the warehouse and they did not decide what to do. Meanwhile I discovered the mattress was 2" of foam, 4 1/2" in width; I ordered the Deluxe w/ 4" foam, 7" cotton, 6-8" wide. The mattress cover was for a much larger mattress and it was sewn wrong w/ remnant pcs. No response to my email so I called again. This time the woman told me they had sent my replacement pieces and would be sending an email with the tracking and then said she did not know. I received no emails again. I reported the mattress and cover and they did tell me I had the right ones then nothing somemore. After 10-14 days I asked them for return author and full refund then they started having fun w/ me. They said they would immediately send the replacements, they told me 3 different times more and the last that they had and would send an email to confirm. Next they said only the warehouse could decide if they would replace parts and they would call to decide which ones were "problematic". They never called. When I asked why they said I told them I was tired. I told them they needed to make the order good. They said to ship the goods back and even after it shipped, they did give me return author, they continued to say they would be glad to replace the parts. They told me they were charging me their shipping charges to send it to me including the box I never received. And they did, $106.40 it cost me to work w/ them. I have contacted the AG of WI. I am interested to see how Shawna came out.