Future Rest Bedrooms and Futons

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.

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.

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 sons 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.

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.