From Cottonwood Futons, I purchased a futon frame, mattress, drawers for the frame, and a cover for the mattress. I received the drawers in a undamaged shipping box with the bottoms cracked. The drawer bottoms are about the thickness and structural integrity of a piece of cardboard. My wife wrote an email to Cottonwood and we were referred to Tech. support. I spoke with Nate at Cottonwood Futons Tech. support and was informed that the drawer bottoms are made from Balsa wood, which is that really light flimsy wood typically used in model airplanes. Cottonwood refuses to take damaged and inferior product back without us covering the return shipping approximately $80 plus 20% restocking fee.

I attempted to speak with someone on the phone many times and was never able to speak to anyone but the one time with Nate in Tech. support.

I ordered the most expensive mattress, frame, cover etc. The items that I choose were what I thought would be the highest quality. I am very pleased with the mattress made by Otis Bed, the frame is adequate, and the other items are not. I believe that Cottonwood Futons should stand behind their products and they are not.

They will not speak to anyone on the phone if they are not buying something and they have now blocked my phone number from there phone system.

Buyer beware.

The futon I was shipped was missing essential hardware; thus, I could not assemble the futon. I contacted Cottonwood Futon repeatedly over a two month period in an attempt to get them to send the hardware. Their customer service representative was curt, rude, and dismissive of the situation. She made it clear that Cottonwood Futon will not send replacement parts, even after I offered to purchase the parts outright.

AVOID THIS COMPANY AT ALL COSTS.

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.