Faulty Futon Beds & Mattresses

It is rather sad that I have to put a star but let's make that a minus 1.

For as long as I can remember, I wanted a futon bed. After looking for a while and finding a sale at Beds On Line, I found my dream futon. However, I was in for a few nasty surprises.

When I went to collect the bed at their warehouse in Hillfox last Monday, the slipcover I ordered was given to me in the wrong colour. After trying to blame me for ordering the wrong one, they realised their mistake and said they would send me another one via courier. Yay.

I get home and my complex security guard and a neighbour assisted me in getting my futon from the car and he put it in my patio room. When the mattress was opened (It had 3 layers of plastic on it, it was smelled moldy. I tried to open the zip and had been stitched closed so I could not open it. I unpicked it and found the inside was stuffed with dog blankets. When I asked them about it they said it was normal. I informed Beds On Line. When my daughter's boyfriend came we tried to "fold" the mattress but it was so heavy that the 3 of us could not pick it up and settle it into a couch - bear in mind it does not fit nicely as a couch AT ALL. Irrespective of how nicely it is folded on the website. Then, some of the buttons tore. After speaking with them, they said they would replace the mattress.

The replacement mattress eventually arrived on Friday (at this point I was still waiting for the slipcover couch as well)

The transport company commented on the weight of the old bed. Nonetheless, the second mattress was lighter. When we put it on we discovered the actual base of the bed did not align in a few places and the one side had a faulty/flimsy hinge. They assisted me in putting the mattress on the base and folded it and you could instantly hear the buttons tearing again.

I sent another email and informed them of my disappointment and requested a full refund.

Now every time I emailed, I requested a phone call and never received it. Also, when I sent an email, I always had to follow up after a day or I did not get any response. At this point, I was asked for my bank details. Again a day later, I asked when it would be affected and I eventually received an answer that they would collect the bed tomorrow (Thursday and they would effect the payment on Friday)

I then informed them that they should do the immediate transfer the same time they collect the bed.

Now I wait. I am frustrated and informed them that because they were a reputable company and in the business for over 20 years, I decided to purchase my futon from them but the SERVICE I RECEIVED does not align with what they say on their website. I AM AN EXTREMELY UNSATISFIED, DISAPPOINTED CUSTOMER AND THEY DON'T SEEM TO CARE AT ALL. I JUST WANT TO MAKE PEOPLE AWARE OF WHAT IS ACTUALLY IN THE MATTRESS AND THAT IT DOES NOT REALLY FOLD UP LIKE A COUCH - SO THEY HAVE TO EITHER CHANGE THEIR ADVERTISING AND TELL PEOPLE WHAT THEY'RE GETTING OR FIXING IT AND DOING A GOOD PRODUCT - AS THEY ARE A REPUTABLE COMPANY.