Cheap Quality, High Shipping, Clueless Customer Service, Horrible Return Policy

Full Review
Fingerhut's catalogs are very appealing to people who don't have money at Christmas. It's so easy to order and pay small payments a few months after Christmas. Unfortunately, their prices are unbelievably high, their shipping is even worse, their return policy stinks, and customer service is clueless.

I had seen a $180 futon at Walmart, that was really nice and included the mattress. For Christmas, one was ordered for me from Fingerhut. Their price of $249 seemed reasonable. Of course, the grand total of $446, with the mattress and shipping is another story.

Upon putting it together I noticed that the frame is very loose as it is put together like any other "disposable" furniture that you buy.

When I first placed the mattress on this frame , and folded it into a couch, the mattress slid off. There is nothing to keep the mattress on the darn thing, once you fold it into a couch. The mattress, although it IS 6" thick, compresses to almost nothing and is covered in a plain white cotton fabric (almost canvas). The bars are felt by your bottom as soon as you sit down. Also, I noticed the futon frame bending under even my 8yr. old son's 60lb. weight.

When I called customer service, I called because one of the drawers came with a cracked piece. Also, I noticed that the futon frame is beginning to warp in the middle and the drawers no longer fit under it. The 1st person I talked to asked if I wanted to send it back (did I mention that WE pay return shipping and it should be in the original packaging?) Then she noticed that the extended service plan was purchased, so I was forwarded to another 800 number.

The service plan 800 number told me that I was still covered by the original manufacturers warranty, so I should now call the original 800 number.

The person I got THIS time, said that the warranty was indeed in effect, and I should call them again! Refusing to hang up, he told me that I did have the option of returning it. It was ordered on 11/26, so the day after Christmas, the 30 day full cash back return policy was over. Any returns after that (up to 90 days ) are prorated. Also, return shipping is at the customer's expense.

When I finally hung up with him, he told me that my case would be forwarded to his manager, and I would be hearing from them. No idea as to when or how....

UPDATE: I received a return shipping label in the mail. I have been told that I must pay the return shipping though...
I stopped over to Walmart today and found the original futon that I had wanted. This one has a microfiber mattress that is about the same thickness but more dense, the microfiber is MUCH nicer than plain cotton, and it has much better support under the mattress. Also, the arms are NICE solid wood that are pre-assembled and very solid. Their price WITH mattress... $180. Even with paying delivery AND return shipping (if I do... still pursuing this), we're saving $100 and the one at Walmart is MUCH nicer. Save yourself the hassle (and $250), go to Walmart, look it over, and if you like it, buy it there. Walmart's is MUCH better quality.