Futon Company - Tottenham Court Road

Great service from this store. Always helpful when buying and if you need a replacement. What is nice is that you can have the frames built for you by their team which is great to skip the usual flat pack nightmares. We’ve had a futon from this shop for over a year and it’s comfortable to sleep in and it makes to room look much bigger. We moved house in between and it wasn’t a hassle to set up in the new place. Good if you want to find a bed frame and mattress which is affordable. Perfect beds for rooms where you don’t want it to look crowded or stuffy by a big bed frame. You are meant to air out the mattress regular which can be hard as they can be heavy to move on your own. The toppers they offer may seem odd but they do make a difference

The staff was very friendly, it was an easy buy in. Maybe as a warning, the futon are custom made so no return, but beside that if you know what you want... Good quality stuff :)

I found the staff very friendly and helpful. And I think the product is great here too. Wasn’t impressed with pricing model vs the website, given 1/2 off a second item - mix match in store, but not on website. Still, a remarkable place in its own right.

Helpful staff and good layout in the store. Call beforehand though to check whether they have your item in stock.

The customer service there is absolutely horrendous. They do not care to deliver satisfactory service and from my experience with them the staff are always careless and overlook important details. Futon TCR has failed to deliver the required service FOUR times. First time one of their staff gave me a wrong lamp, resulting in a tedious process of refund and exchange. Second time I found out that one of the big nails in the shelf did not come with threading, which meant I needed to go to the store to ask for a new replacement nail, the process of which took over half an hour in store as the staff seemed to find it extremely difficult to find a matching nail same as the one I showed him. The third of my unpleasant experiences with Futon concerns the snapping of the leg during the assembly of a ladder shelf - I was in shock of how fragile the wood is. The replacement of the leg took over a week, or it seemed that it came earlier, though the Futon staff failed to notify me, as it was there as soon as I emailed to enquire. Now to the forth of my experience with incompetent service from Futon - the replacement leg is FAULTY. For some manufacturing mistake the holes to screw in the trays in the shelf were drilled in improperly - the width between the holes were too small, which meant that the screw holes in the trays and the holes in the leg do not match up, so I am unable to assemble the shelf. When I called them they refused to address the problem, doubting the validity of my complaint and insisted that I bring the legs in the shop, bear in mind that I had to go back frequently to the shop throughout the past two weeks due to their poor service. They also refuse to give me another free replacement of the leg despite the fact that the replacement leg that came before was faulty. At this point I am not so certain if I can ever trust the service delivered from Futon again and it is a huge shame since Futon is a well-known furniture company with a general good reputation, but based on the rather distressing encounters I have had with the TCR branch I believe my emotions are justified. All I needed was for my shelf to be properly assembled - I still have unassembled pieces laying around at home - but Futon failed to help and did not offer to make up for their mistakes. I have made reasonable requests with the TCR store and have been extremely patient with the service, yet they disappoint again and again.