Main Stay futons

The reports, as CPSC published them

1. First aid

   Made May 17, 2020 · , sent to the company Jun 3, 2020 · , published by CPSC Jun 17, 2020

   The product, in the report: Black metal frame futon

   I bought a futon at walmart.com on May 4th. It was suppose to be SOME assembly required but when I got it I had to put the WHOLE thing together. I finally finished putting it together on May 8th. The day after we got it. As soon as I sat down I got scratched. I felt around underneath the cushion and I found that the bar going across the frame was scratching me. It was not covered in anything to protect it or me from being a piece of metal. I called customer service, I had called them numerous times before because their manual is not exactly clear on whats what. So I spent HOURS on the phone trying to figure things out and apparently customer service has NO idea what the futon looks like put together because when I explained how it was sitting they said “well just send us a picture so we can see what you are talking about” I sent them 10 pictures and they kept saying “ I dont know” I made sure it was tight and hope it would keep close to the bar it was attached to. Well I got scratched again, so I realized as long as I tried to sit down and keep my legs bent I would get scratched . I stopped sitting on it. Then after a day I find that the bar attached to the arm that the frame sat on was coming away from one arm. I looked at the others and I noticed they were all attached with no problem. So I called the company. Their main headquarters is in Canada but they DO have a corporate office in the UNITED STATES so I called. I got the run around several times and they kept trying to send me to customer service so I decided to do some research on the web and found their executive team. I called and spelled out each person and finally got one guy to call me back but he just said he would have someone call me back. I then dialed the number for the CEO. I talked to [REDACTED] the CEO and told him what was going on. He did not want to hear it, as a matter of fact he said he took NO RESPONSIBILITY for what HIS product did . So then I sent him pictures. HE said “Ill send them to the president of the engineering department”. He wanted NOTHING to do with it. I got a call from a guy named [REDACTED] and he said “ lets just talk about how to settle this” he did not want to talk about what the futon was doing either. I said let me send you pictures. he said ok fine. HE then said “well did customer service not offer to send a full refund back? I said yes but with EVERYTHING I went through and it SCRATCHED me and is NOW falling apart even tho no one is sitting on it..I deserve way more PLUS the fact that I have to find a way to get this thing OUT of here . Your customer service told me to just “throw it in the trash”. Well in MY TOWN and CITY STATE you can not just THROW furniture in the trash you will get a fine. SO now I have to find someone to HAUL this away and that will cost money. PLUS I have to go and buy ANOTHER couch and pay for delivery. Thats going to COST me. HE said fine Ill give you 500 dollars . I said 650. HE said no 500 and thats IT. I said ok Ill THINK about it...well after a while I decided OK fine...500..I really did not want to have to sue a company. So I told him ok fine 500. HE said ok we are sending you the RELEASE form..sign it have a witness sign it and send it back and we will send you a check.....I said FINE...well I got the release form and after I read that they refused to admit liability to my claim..that they refused to say they admit their futon was damaged/defective/dangerous...they wanted to take NO responsibility for their futon breaking down just DAYS after being put together. It ALSO put DENTS in my walls of my NEW apartment. Ive only been here 5 months. This is a GOVERNEMENT OWNED BUILDING for LOW INCOME HOUSING..we are NOT RICH..we hardly have ANY money..but now we have to go get the supplies to REPAIR the WALL. They wanted to claim I did not know how to put it together when I followed their instructions to the LETTER. So I Refused to sign it. IF I have to I will sue in court.

   Model

   FF5000BLKS Aiden futon

   Bought from

   Walmart.com

   Bought

   May 4, 2020

   Where

   El Cajon, California: Home/Apartment/Condominium

   Who was involved

   Age 49, Female

   The reporter’s relation to them

   Self

   As this report names them

   Brand Main Stay, made or sold by Dorel Home Products

   How badly, in CPSC’s words

   Injury, First Aid Received by Non-Medical Professional

CPSC’s disclaimer

Sources