We bought a couple of things from Futon in Kingston, the staff are friendly and helpful and we are really pleased at the quality of the items we purchased especially considering that they were on sale. Would absolutely shop here again
I often go to this branch of the Futon Company whilst visiting Kingston and have bought quite a few things here. The staff at the Kingston branch are all really helpful. In particular, the manager (Jonathan?) is really knowledgeable about the products and goes above and beyond to provide a great experience for customers.
Primarily for the benefit of everyone reading this, please first see a quoted list from The Futon Company (on 20th Nov 2025) regarding the chemicals they use on their futons. Please research at your own free will: For Fillings: Ammonium Salt Foams: Melamine Chlorinate Phosphate Esters Fabrics & Futon casings: Hydroxymethyl Phosphoniums Di Methyl Hydroxyethalene Urea Di Methyl Hydroxyethalene Phosphonate Solution of Sulpur & Nitrogen Other companies offer futons without these chemicals. I wish I knew this before. ------------------------------------ My review: I bought a 3 seater sofa bed futon on 19th October 2025. I needed something for Christmas as my friend was coming to stay. It arrived, and as soon as I opened the package for the futon mattress, I got an instant migraine. The smell was so bad. I could tell right away there were heavy chemicals gassing off of it. I thought maybe it is normal, and I would watch and wait for a few days. For the next 10 days whilst it remained all set up, I suffered with the following health complications: continuous migraine, nausea, sore throat, itchy eyes, and red patches around my eyes and dizziness. When I purchased the 3 seater sofa bed, including: the futon mattress, frame, bolsters, covers etc, I received a total discount of £240 across multiple items. In total I paid £1,159 (with the £240 discount). They said, the "Futon For Bifold - Three Seat Size - Double (fluffy mattress)" - essentially the futon mattress - was being refunded to me at a cost of £229. Please note, the original (un-discounted price) for the futon mattress (fluffy one) I wish to return is £469. On that day I paid £384.31 for this part, as the amount off on the 19th October was £84.70 for that item. Upon request they even sent me a breakdown of this in a screen shot proving that I paid them exactly £384.31 for the mattress, and so this should be my correct refund amount. Please see a quote from them below: "Before we proceed with a collection and return of the Futon Mattress only, please note the expected refund amount as per your order, not the website is £229 – this is the amount you paid for the Futon Mattress during the Black Ticket Deal. " You might be confused at this point, why have they done that? Well, I can tell you exactly. Because I now need to return the futon mattress for health-related reasons (it caused significant symptoms, the company even advised me not to purchase any more mattresses from them in the future), they are now using the £240 I saved across multiple items (including the frame and covers which I am keeping), and just deducting it from the futon mattress I need to return. So essentially saying, oh, now you need to return that one part (the futon mattress), we will withdraw the deductions you saved on the other items you chose to purchase on 19th October. If they (or any company) state a price for something on a certain date and I pay for it on that date then that is how much I should pay for it. Not be changed around and manipulated later. I am entitled to a refund of the amount I paid for the specific item I am returning, not an adjusted amount they have later invented. Their actions reflect unfair commercial practice. Under the Consumer Rights Act 2015, goods must be safe given my severe reaction I argue that their products are not. If the product caused harm, any attempt to reduce my refund, shift discounts onto that item, or penalise me for returning it is unethical, and a breach of consumer law. Trading Standards take health concerns seriously. I will be contacting the relevant governing bodies including an ombudsman, citizens advice, and trading standards if they do not refund me my rightful amount of £384.31 immediately. If you have been similarly affected by The Futon Company / their mattresses, please let me know on this review and we can compile a case together.
I bought a table online and picked up from the Kingston shop. I had a few questions when collecting the table and assembling it and Georgia was incredibly helpful. It's rare to find such excellent customer service these days, so, thank you, Georgia.. (The table was lovely too, as are all the things that I have bought from the Futon company).
Johnathan (hope I spelt it correctly) was incredibly helpful and attentive to me when looking for a futon. He was super patient and so knowledgeable . Serving me while making time for all other customers and kindly held something for me to come back for later . Very happy with our purchase . 10/10 service!
Surprised by some of the low ratings on here; my partner and I have only ever had positive experiences. We've purchased a laundry basket which is sturdy and stylish (in a minimalist sort of way), a teal throw, and some large sturdy cushions. The latter two items have washed fine and retain their quality. Service is likewise perfectly fine; never had an issue. Cashiers here are polite but not pushy and I prefer that they don't jump on me as soon as I come in.
Bought a futon sofa bed here. I had good advice and help when choosing by a guy who wasn't pushy, just helpful. When I collected it from the shop I phoned to tell them I was coming; the woman was in the shop on her own and gave me great advice about parking and then when I arrived in the car, she had everything ready for me so I could load up quickly. Although she was on her own she carried everything out with me and helped me put the frame on the roof of the car. Good products and lovely staff in the shop
Everytime we go in, the staff is rude and service appaling. They would either completely ignore you or watch you like a hawk so that you don't steal anything? The items are so pretty, but the staff's behaviour just puts me off. It would be so much better with friendly shop assistants. Are you guys not paying them enough or what is going on? My review is not the only one mentioning bad customer service. Do something about it!
Fantastic service and buying experience. Miguel at the store was great with the purchase, and Lee went the extra mile to sort out an issue we had with a temporary fix (which was subsequently replaced and sorted out). Fab!
Me and my girlfriend visited this shop today to take advantage on the buy 1 get 1 half price. Awful experience in my opinion. We asked the price of an item and at first we were told 75 pounds. While we kept browsing we then found a tag on that very item that would say actually 80 pounds. Ok fair enough maybe the employee couldn’t remember the price by heart. Definitely I can leave with that. We took the 2 items in this mix and match offer and went to the till. Upon scanning we were told that now the item was wrongly tagged and it’s actually 95 pounds. Only 2 people working in there and none of them would take the responsibility of the alleged mistake. We were offered a mare apology and no much more but a leave it or take it attitude and a sense of them being annoyed by us and not the other way around. Companies like this are a reminder of why Amazon is a more popular choice then high street shopping.
Futon Company - Kingston is located at 27 Fife Rd, Kingston upon Thames KT1 1SB, UK
You can contact Futon Company - Kingston at +44 20 3758 3295
You can find directions to Futon Company - Kingston by following this map link
Trouv Chauffeurs
Kaybridge Residential Estate Agents
Greenfield estate agents Ewell