East West Futons

The best customer service and great selection of high quality futons! I purchased through their online shop which was well done. They answered my questions promptly and clearly. I am so thrilled with my futon. Highly recommend!

WARNING: DO NOT DEAL WITH EAST WEST FUTONS!! I had a very regrettable experience with EW Futons. I ordered a queen sized futon online. 1. Store called me a few days later and gave me a delivery date. Then they called back an hour later saying it was a mistake, when I asked they said they didn't know when it would be ready. 2. I didn't hear anything for another week so I called back and was told it was almost ready and wasn't I aware that it takes at least 10 days to build a new futon (this would have been excellent info when I ordered the futon or even before. This is basic info that should be available on their website. 3. The futon finally arrived and I was very disappointed to realize that it WAS NOT a queen futon but appeared to be a double. The website clearly states thata queen is 80 x 60 (the same size as my frame, my previous futon etc..) Ok, so I thought it was a mix up and I called the store to tell them so..... 4. When I reached someone at the store to inform them of the mix up, they said that I was wrong and that their computer showed that I had received a queen. I informed them of the discrepancy and the fact that the futon was not 80 x 60 as a queen should be but rather 74 x 56. They said I was wrong and that it would "stretch out". I was dumbfounded. 5. I took pictures and sent them to the store and called back to discuss. When the store answered and I re-explained the situation the person on the line said, "Oh you're the guy who said he got the wrong mattress but didn't". Again, I was dumbfounded by the complete lack of respect and lack of customer service skills. After that comment, I immediately asked that the futon be picked up as I was done dealing with East West Futons. 6. After a big run around and me having to physically go into the store to arrange for the futon to be picked up I was repeatedly promised a refund. 7. Took two weeks to receive the refund because the owner was "on vacation" and he was the only only one authorized to do so. 8. I asked to speak to the owner when he returned from vacation. I thought it would be fair to give the owner a chance to weigh in, make things right etc... 9. After finally receiving my refund (a month had gone by since by original purchase!) I called (he didn't call me) the owner. I explained the situation and he said that I was wrong, the futon would stretch out. I told him how upset I was by the whole transaction and that if it was really going to strech 6 inches in two directions (dubious) that the customer should be made aware before purchasing. All he could say was "ok, sorry'. I told him I was going to write this review, he said he didn't care and I was wrong. East West Futons is the epitome of terrible customer service.

I am very satisfied with my futon. Information was well-communicated, and the salesperson was knowledgeable, polite and friendly. I had the futon delivered to my home which went well and was a very straightforward process. The futon was easy to assemble and is very well-crafted. It is a solid piece of furniture which adds a lot to my house.

***edit*** We have now received our futons. We are SO happy. (I can't wait for the arrival of the bunk beds! Thank you for scheduling delivery around our needs.) The Parkwood in walnut is GORGEOUS. It was simple to assemble. The budget mattress is surprisingly plush and incredibly comfortable for sitting and sleeping. I wondered what "recline" position meant, and it did not disappoint for an extra level of comfort. I ordered the bedbug cover for the waterproof feature, and was apprehensive about how difficult it would be to get on the mattress. It fit great, no wrestling required. Simple to put the mattress in and zip up the three sides. I have ZERO regrets about purchasing from East West Futons. *** I'm only at the "placed order" stage, but I am incredibly satisfied with the service I have received so far. I called to discuss potential delivery arrangements, and was immediately met with a human being on the other side who cared about making sure I got what I needed to where I needed when I wanted. I highly recommend East West Futons. I'm looking forward to our delivery!

The staff were very good at communicating about our order. We love the quality and feel. Ended up putting ours on some old gym mats but hoping to upgrade to have a tatami mat someday soon. But very comfortable with something underneath. Our daughter has the smallest size and it’s very spacious! Would be good for any size child or as a single bed.

I cannot praise this store highly enough. East West Futons provides a level of customer service beyond any I've encountered elsewhere, and the quality of product is amazing. I ordered a futon for my studio that was meant to be mostly a chair and occasionally fold out into a bed. It was a bit of a rush order, as my mother was coming to stay the following week, and we needed a bed for her. After I placed the order, an employee called me to let me know that the mattress I had ordered would not fold properly into a chair. She spent several minutes helping me to find a better option. When I realized that it would take a few weeks for the order to arrive, she went further out of her way to find a solution that would fit my time frame. This included sending me several images of another (cheaper) model. She also spent extra time helping me to settle on a fabric for the futon cover. She also arranged to have the cover shipped separately, as that needed to be made to order in Montreal and would take a few weeks. It was the weekend, and the owner wasn't there to do the return and new order, so she let me know that it would be handled first thing Monday. And first thing Monday, I received a refund to my account along with a new purchase order. The order shipped right away, and made it from Toronto to Calgary in record time -- it arrived Thursday morning, just in time for my mother! We love the product -- a Spacely -- which is the perfect solution for a small studio, and the cover, in Dylan mist, is really beautiful. Thank you East West Futons for being so fantastic!

Got my first shikibuton, could not me happier. Super comfy on my platform bed, received it in days. Staff was knowledgeable and patient with my questions. Added bonus, all natural materials, made in Canada.

I never got to visit the store unfortunately, because I made my order online. They called me later on the day I made the order to confirm everything. I opted to pick-up my order, but they do offer delivery at a fair price. On the way there it looked like we weren't going to make it before it closed, just my 3 min. I called to let them know and they waited with my order outside until I got to the store. I hope I can visit the store one day! As my whole experience with East West Futons was great!