Complain about a product or service

Future Rest Bedrooms and Futons

David of Bensalem PA (10/5/04):
After very careful planning and coordinating, they missed the delivery date on a "all-in-one" bunk bed set for our granddaughters on 3 different occassions. Each time they promised compliance and each time they failed. After the 3rd attemept they promised to throw in a set of bedding for the inconvenience. And, needless to say they never delivered that either.

Finally, the set was delivered at 9:30 PM on the 4th try and then took 1 1/2 Hrs for the delivery people to set it up. And, by the way, they did not complete the assembly. I had to finish that on my own, the next day. And, did I mention they delivered the wrong colored furniture. After several telephone attempts, and numerous unreturned calls, to rectify the problem, I actually went to see Lee at the Haddonfield, NJ location. He said that we could not return or cancel the piece, as all sales were final. But, he would call me on Monday, 10/4/04 to determine what he could do or provide us to fix the problem. Again, needless to say that call was never received, either.

My wife missed 2 days from work waiting for the deliveries that never arrived. Plus, I was promised 2 matresses that never arrived. I am looking for a rebate of $300.00 (this actually covers the cost of the 2 matresses I had to buy) from the purchase price of the piece to offset part of the lost wages incurred.

Lindsay of Horsham PA (8/20/04):
My boyfriend and I recently moved into an apartment. We needed a coffee table and found one that we liked at Future Rest. The table happened to match our dining room table exactly so we purchased it for $175.00. I told Kyle, the sales associate, after he placed the order to have the table delivered from the main stock room to the Neshaminy store, that we would not be able to pick up the table for 2 weeks because we were going on vacation. He said that that would be fine and to call him when we returned on the 16th of August. We tried calling the store for days with no response. On August 20th we visited the store to find that it was no longer there. They had gone out of business without informing us.

Luckily my boyfriend placed the item on his credit card so hopefully we can get the purchase removed. If not we need to track down this man Kyle and get our money returned to us.

Michelle of Westville NJ (7/6/04):
Bought a bed that cost over a thousand dollars. It was a bunkbed set made out of real wood. The guy and gal who put it together only took 10 minutes. Needless to say, within 2 weeks the bed fell apart. It is now July and my son is still sleeping on the floor because this bed is unsafe to sleep on and they keep telling me they are going to repair it and still nothing.

Molly of New Hope PA (4/12/04):
We purchased a mattress, bed frame and leather chair on February 9, 2004. When he found we were paying in cash, Mike, who claimed to be a manager, told us he would discount everything for us and throw in some more items, if we slipped him $200 on the side. Mike said it would take four weeks. The total (after his discount) came to $3,500. As of today, April 12, 2004, we have yet to receive our bed frame.

The other items were delivered (after many calls), but when we try to inquire about the frame, we are told to call the warehouse. When we call the warehouse, they tell us to call the store. Once, when we called, Mike forgot to put the phone on hold and said, "it's that ******* calling about the bed." We either want our money back for the frame or the frame itself.

Deborah of Philadelphia (12/17/03):
Purchased a Blackhawk Pier wall bedroom set from Future Rest in Bensalem Pa. When the furniture arrived, there were numerous problems with the three piece set. The delivery people, one of whom is the daughter of one of the managers, told us that the set was definitely damaged and we were not keeping it. I was told by the manager in charge of ordering, Ruth, that she would order a completely new 3 piece unit.

Approximately a month later, the order came in, she called me and set up a delivery date. We called the day of the delivery to confirm and was told THREE pieces would be delivered today, early a.m. my fiance took off from work expressly for that purpose. When they did arrive at 11:15, not between 8 and 9 as promised, they came with one piece, which by the way they banged into the wall a few times while bringing it in, and it has a few defects in craftsmanship. The delivery guys claimed no knowledge of 2 more pieces.

Geoff called the warehouse, as did I, from work, and ruth said that she was going to call them immediately and have them come get the other two pieces and deliver them immediately. The delivery men come back and said it's only to "adjust the drawers" on the piers. how do you adjust a door that is a completly different size than its mate? They did not have the other 2 new piers.

We called the warehouse and spoke with and man named Lou. He could not tell us why we were told the "set" was in and then told that they weren't. He was actually stumbling over his words. We were told that one of the owners of the company would call us, a man named "Lee". He never did so we called again for about the sixth time today. We spoke with a guy named Mike in the New Jersey store. He wants to have someone come out and "fix" all of the problems, which is impossible.

I told him i am not paying $2,650.00 for a bedroom set that the salesman said was top of the line by Blackhawk only to have a brand new set fixed. We tried to negotiate a price due to all of the inconvenience that we have had. He wouldn't budge. I called my credit card company and entered a dispute and they are taking the charge off of my account along with interest.

Shelley of Laurel Springs NJ (5/13/04):
On 2/9/03, I purchased a Strata Seasons (top of the line) waterbed from FutureRest. At that time a salesman known only as Mike assured delivery by 2/13/03. I took the day off from work with the expectation of delivery. He explained that the factory would call me in the morning to let me know what time to expect delivery. I called the night before and spoke to Mike who again assured me they would call in the morning. I prepared the room for the new bed and had arranged for a friend to take the old but still usable old bed.

At 10 o’clock in the morning I still had not received a call on a delivery time. By 11 I started to get anxious as to why no one was calling. I called the store several times between 11 and 12 but there was no answer, no machine. Deciding to take matters in my own hands I called the factory phone number found in the yellow pages. The young women that answered (Angie) stated she would have to call the store. I waited on hold for 15 minutes only to receive the answer I already knew. No one was there.

She began looking for the Sales Order. It was never found. The Sales Order was never sent to the factory. Not through the mail, not through the computer, not on the phone. I began to get angry. It was now 12:30 and still no phone call. By 1:00 I finally reached someone at the store who told me I would have to wait until Mike came in. At 2 I finally realized that there was not going to be a delivery and no one really cared. Great Customer Service. I called and told him to cancel the order.

Shelley of Laurel Springs NJ (2/13/03):
I purchased the top-of-the-line waterbed from the company's Deptford office on February 9, 2004. At this time, I explained that it would be convenient for me to take Tursday Feb 13, 2003 off from work. He (Mike, no last name) assured me that it would be delivered on Thursday but he could not be specific on the time. He only said someone would call early morning to give me an approximate time of delivery. The night before I asked if he could be specifice on morning or afternoon. He only said they will call me in the morning.

I waited till noon, called the showroom, no answer. I called the wharehouse and was told there was no oder for Shelley Clark. I was livid. I called the showroom 2 more times and was told that the salesman was with a customer. This game went on till almost 1:30 in the afternoon until finally I told them to cancel the order.

Deborah of Palmyra NJ (1/30/03):
I purchased $850.00 worth of bedding from Future Rest. This included a queen-sized mattress set and a futon for expected guests. I was told that my purchase would be delivered within the next 3 days so I got rid of my old bed to make room for the new. After 5 days and no calls from Future Rest I called them. The person with whom I spoke (Steve) stated that someone would get back to me with an exact delivery date however I received no calls. I called again one day later and was told that their truck had broken down but I would receive a call when they could deliver.

On January 19th I again phoned the store to ask about delivery and was told that the futon was damaged but new ones would be in by the end of the week. On Friday January 24th I called the store again. This time I was treated very discourteously when I asked to speak with the owner or store manager. I was told that neither was in and the person with whom I spoke (Ruth) refused to give me the name of the owner. I told her that I did not appreciate the way that my sale was handled, that I had not been treated as a valued customer, and that I would never use Future Rest again.

On January 26th I was assured that I would at least receive the futon; however after waiting at home all day it never arrived. I called the store to complain but was offered no explanation or apology. A short time later a delivery person called to say that he would guarantee delivery the next day (Sunday 1/27/03) however he called a wrong number and never showed up even though I assured him that I would be at home waiting all day.

I received a message that night stating that the futon was returned to the store and that I would be re-scheduled for delivery. On monday January 29th I phoned the store for a new delivery date and was told that I would receive a call back with a time. No one called back that day. ON Tuesday January 29th I called and was told that my mattress was not in stock but that they would give me an upgrade and call me back with a delivery date. No one called back. On Wednesday I called and someone named Thomas assured me that I would get a delivery confirmation by day's end but again that did not happen. On Thursday I again phoned the store demanding to speak with the store owner or manager. The young lady who answered repeatedly placed me on hold and refused to give me their names. She also stated that she had bad news, my futon was again damaged so I could either wait another week for a new one or accept a different colored one that was on their floor.

I chose to wait for the one I paid for. I again demanded the owner's name but was put off.She offered to bring the queen mattress set after I expressed my frustration over the horrible way that I had been dealt with. Shortly therafter she and an older man came to my home to "drop-off" the mattress set. I told that I was told that it would be set up. They reluctantly agreed only to find out that they had brought the wrong frame. At this time, January 31,2003 I am still awaiting delivery of my queen box spring, frame, and futon. I am angry to say the least. Not only for the fact that I was treated so poorly as a consumer but for the fact that I trusted a company with a no refund policy.

Fran of Abington PA (1/23/04):
On September 15, I put a waterbed on layaway for my son. The total purchase price was $811.98 including tax, delivery and set-up. I finished paying for it on October 17 and it was delivered sometime in November. Two men from Future Rest came to set up the bed in my son’s room. The saleswoman (Ann) told me it was a $1400.00 bed and was on sale at the time we purchased it. Great I thought. I wanted to splurge some on my son. We have been through a tough time as a family, just moved and starting over, a really tough time emotionally and financially. This tough time I am referring to also affects this story in that my son could only sleep at home on weekends.

He is a high school senior and in order for him graduate with his class, the school district gave me no choice but to make him live with a family within the district during the week. On or about December 22, he opened the middle top drawer which is located in the platform of this water bed and discovered his clothing was soaking wet. We called the store and emptied the bed.

What I discovered when the water was drained, is that the bed had not been put together correctly. There was water visible on top of the liner directly over the heater. The decking had a 1/4 to 1/2 gap running down the length of the center of the bed which caused friction that started with the decking, went through the Heating Pad, the liner, and began to wear away at the mattress.

I took pictures of the way I found this bed assembled once the water was emptying. The heater was placed lengthwise directly over the joint in decking that was improperly installed, please see the enclosed pictures. It was creased and bent the entire length, the greenish stain showing on the liner that separates the heater pad from the mattress itself, where the heater coils had been in contact with water. Several calls were placed the saleswoman said she would see what she could do, maybe put it in for a service call. I told her of my concern that service is what caused the problem in the first place and I was afraid to have this particular TYPE of furniture since water and electricity should not meet…

To make a long story short the result was a supposed Jan 2 date for service that I was never informed of which did not matter since no service people showed up. After many attempts to contact the store, I reached them and a date promised for Friday Jan 10th to come by and pick up the bed and a fair store exchange would be honored. I took the day off from work and waited from 8am to 8:30 PM with several phone calls to the sales office in between and a promise they would be there, "they are lost in Holland" was the response I received. Finally at 8:30 Pm saleswoman promised they would be there Saturday but will have to put me last on the list which will be between 4 & 5 PM.

I called back at 5:30 PM she exclaimed "oh they're not there yet?" then at 6:55 PM she called me back and stated "I have bad news...they won't exchange...they are coming to do a service call" within that minute the service people knocked on the door. I told her this is completely unacceptable. One minutes notice?

I finally got Mr. Lamb and he said he was sorry I felt this way but it was a warranty issue now, and they could fix it but no exchange no refund. I told him it was very shady and deceptive of them to allow me to think they were doing a fair exchange up until literally one minute before they arrived. I sent the service people on their way and next day called Tom Lamb and told him what I thought of the how they did business, and I would give him the opportunity to resolve the matter with some integrity, that I would pursue the matter and asked him to think about it and call me back at my work number by 4 PM that day. I never heard from him.

I work hard for my money like everybody else. I don't get to splurge all that often. As it is I sleep on a mattress on the floor. I had my eye on a $1600.00 canopy bed for myself that I was going to put on layaway with future rest. Their negligent service endangered my son and their business practices are shady and his responses appear rehearsed. Now I'm out $800+ with a bed I can't use and both my son and I sleep on mattresses on the floor.

Michelle of Fairless Hills PA (12/30/03):
After about a year of deliberation, I ordered a San Giorgio bed wall in black, with matching 9" pedestal (with drawers), surround and decking for a regular mattress from Future Rest. I put in the actual order on October 16th and financed the order through American General. I was told that this was the "same as cash" with no interest, etc. for 6 months. I was living in Havertown at the time and ordered the bed from a store in Delaware just before I moved to Fairless Hills on November 1.

I explained to the manager that I was purchasing a king sized bed and ordered all items according to this size. I had several conversations with the manager before and after ordering the bedroom and had gone into the store several times before I moved to measure to make sure that my new bed would not go over the bedwall shelf, etc. All in all, I probably had a dozen conversations with the manager, Lymon, both prior to and up until the time of actual purchase. On October 13, I received a bill from American General asking for a minimum payment of 76.00. I called them and explained that I had not yet received the furniture and that I had been told there would be no payment expected for 6 months. They informed me that the store should have told me I did have to make a minimum payment each month during the 6 months of "interest free financing" but that since I did not receive the merchandise, I did not have to make a payment and they would enter it into the dispute department. This turned out to be the least of my problems.

On 11/17/03, I received a call from Future Rest saying my furniture was in and they would be delivering it the following Saturday (11/22/03). On 11/22/03, I received a call stating that as they were putting my furniture on the truck, they realized it was not the color I ordered. Therefore, they would need to send the order back and get the color I requested. During this conversation with Jim at the warehouse, I was informed that the pedestal with drawers which I ordered had been ordered as a shadowbox (without drawers). They agreed to remedy this situation as well. I was told that since this was their error, the furniture that took 6 weeks to "order" could be picked up by the warehouse within a couple of days. Jim said he would personally pick this up and deliver it ASAP.

A few days after this, I received another call from Jim, stating that the company no longer made the set in the color I ordered which was why they had sent the other color. As all of the rest of my bedroom furniture would not match the other color, I inquired as to whether or not I could purchase the bedroom set on display at the store, since that was the correct color. I was informed that this was the "last" one made, but if I wanted it, I could go out to the store and decide. I was told it should not have been on the floor at all since it was discontinued. I made the trip from Fairless Hills to Delaware (not nearly as close to where I was now living). Lymon, the store manager, was not there that day, but I looked at the bedwall and decided to purchase it.

After negotiating with Lymon, who originally said he would "throw in some pillows" as a discount, we agreed upon a lower price as the set was a store model that had been on display for at least a year. He agreed to contact American General to credit my account and I agreed to purchase the set. Delivery was set for December 6, 2003. On December 6, 2003 we had a huge snowstorm and I called the warehouse to cancel the delivery. I was concerned that, as this was the "last" set in the color I wanted, it would get damaged during delivery. Jim, the warehouse guy, promised to deliver it to me on the following Saturday and that I would be his first stop between 8:30 and 9 am. The following Saturday I woke up early and waited. And waited. Finally at 10:00, I was told they had to make one other stop but would be there within the hour.

They didn't arrive until 12:30 and I was beyond furious. but at least they were there. They arrived to put the bed together and all was going well at first, until they realized they didn't have all the parts they needed. Rather than have them stop putting the bedroom set together, my boyfriend agreed to go and pick up the necessary parts. He asked them to please be sure they didn't need anything else and they assured him they didn't. As he was on his way back, they informed me that they did, in fact, need other parts. By this time, my boyfriend was pretty angry, so I made the second trip back to the store to get the parts.

Imagine my surprise when I walked into the second store and saw the same set, in the color that was no longer made, being displayed in this store as well! Anyway, I returned with the parts and it was now about 3 PM. I thought things were moving along when the delivery guy came out with his clipboard. I thought we were signing off that everything had been delivered. It turned out that he was coming out to tell us that they had ordered a surround for a waterbed and our box spring didn't fit. They agreed to take the sides off of the surround so that we could at least sleep on the bed and promised to order a new one for a regular mattress free of charge. When they removed the sides of the surround, there was wood decking sticking out from underneath, so my boyfriend had to get a saw and cut the wood so that we would not be walking into wooden boards. They agreed to order new decking to replace the incorrect decking.

Last problem, when they put everything back together, they ordered a 13" pedestal instead of a 9" pedestal so the mattress is 4" higher than the shelf on the bedwall. This presents several problems. For one thing, if you lay on the bed with pillows, the pillows fall behind the bed because there is a 4" drop. The second problem is that the bed is so high that, being 5'4, I can't get on or off of it without either help from my boyfriend or a step stool. I called Lymon at Futurerest on Sunday December 14, 2003 and told him that I was willing to keep the bedwall, but not the rest of the set and they could remove it and I would just get a regular bedframe for my bed. He informed me he would have to talk to the owner, Bernie on Monday. On Tuesday, he called and said that they were going "to make this right" and would order all the correct pieces.

In the meantime, I got a letter from American General stating that Future rest reported I had received my furniture on November 22, 2003 and that all had been resolved to my satisfaction. I called them on December 15, 2003 and explained all of the above to them. I also found out that no credit had ever been posted to my account for accepting the floor model. The woman at AG said she would call the store regarding the situation and keep the matter under dispute.

On December 16, 2003 I called the warehouse and spoke to Jim and asked about the status of ordering the ocrrected pieces. He said he would know by the next day and would call and let me know if he could even order them and if so, how long it would take. He indicated that he would probably have to order the furniture from California and it would take awhile to arrive. I informed him that I was not willing to wait that long and wanted an idea of how long this would take. I never heard from him again. On the 18th, I spoke with the assistant manager of the warehouse, Louis, who informed me that he would be coming out to the house to take measurements of the bed on Friday December 19th to be sure they ordered the correct pieces. In fact, according to Louis, they might even have the wole thing in stock in their warehouse! I never heard from him again either.

It is now the 30th of December, I have not heard from anyone and when I call, no one is ever available. Despite several calls to the owner, Bernie, he has not bothered to return my call. I do not know what to do. I do not plan on paying the bill for the furniture, except for the bedwall and delivery charges. I would like the other furniture to be removed from my home, since I don't trust them to correct this situation. They are refusing to give me Bernie's last name or the address of the corporate office so that I can send a registed letter to that effect. I know that I can continue to dispute the bill with AG, but eventually I foresee problems with this and feel like I will wind up in court.

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