name: L. R.
city: 95765
problem: 07/19/2001

I have had a similar problem with the Futon Shop as P.P. did in July 1999. They would not give me a refund and wanted to charge me a $280 order cancellation fee. The problem is simple. I to am buying a futon so I have someplace to put visiting family members. The fact is that they could not guarantee me delivery in the next two weeks and so I decided to cancel my order I placed two days ago. This really upset me and I will NEVER, NEVER do business with these clowns again. I contact the President of "The Futon Shop" and am currently trying to work something out with her. These types of business policy will drive customers away from them, Buyer Beware!!

name: P. P.
city: 94086
problem: July 28th 1999

Senior Executive, Customer Service
The Futon Shop (800-44-FUTON)

This e-mail is addressed to someone who is responsible for "customer service" at Futon Shop. I would appreciate if this responsible authority reads this e-mail and contact me accordingly to sort this matter out.

I recently bought ~$700+ worth of merchandise from your location in Palo Alto, CA. The order included among two pine twin bed frames, a futon frame, mattress, pillows, etc. I bought all this new furniture to accommodate my parents who are visiting me from India for 3 months. Since I did not have suitable beds for them, I decided to buy two pine bed frames and put two Futon mattresses (that I already own previously) on them and make beds for them.

I ordered all this over 10 days ago at the Palo Alto location. I was given a delivery date for all these items within 4 days. However, bed frames were not delivered that day since they did not arrive at the warehouse on time (so I was told). I was also told that they will be *definitely* delivered in a week's time. However, today (after a week), the delivery guy came and said that the beds are still not here and may take 2 weeks more.

I called the Palo Alto location just now. I talked to Mike (sales guy) and Dave (his manager). Dave clearly said that the delay has happened because the manufacturer failed to provide the shipment on time to Futon Shop. Given the urgent need being faced by me to buy these beds for my parents, I requested that I would like to cancel the order for beds since I cannot wait for 2 weeks and still be unsure of delivery thereof. Dave agreed to cancel BUT said that I cannot get refund since the policy states that only in-store credit can be given!!

What I do not follow are following issues (and need assistance from someone more responsible and higher-up than Dave):

1. I would not have bought the beds (~$200 investment) from Futon Shop if I had known that the delay would have been 4 weeks or so

2. Even if I did buy the beds (current situation), Futon Shop should understand that I am canceling the order because I cannot wait more than a week maximum to buy the beds from some other place; therefore I need the refund

3. Dave told me it is not the *policy* to make refunds. But I say what is customer service? Customer service is to break the policies *sometimes* under extreme legitimate reasons to take care of customer needs.

4. After repeatedly asking Dave that who else can I talk to (his boss/manager), he retorted that he is the *head hauncho* and higher ups will not listen to me because I am not a corporate account!!!

I am really upset and disgruntled at Futon Shop customer experience. All I want is a contact with someone who is responsible and a senior executive/owner at Futon Shop who cares about their customers, whether big or small, especially if there are legitimate issues to take care of as soon as possible.

Regards,

P. P.