Futon Covers - Cotton Works Leads the Field in Customer Service

At Cotton Works, one of the industry's top five futon cover producers, owner and president, Jim Martin says, "we have the service issue covered."

"Service is the main thing with us," said Martin of his Albany, Georgia-based company. And you don't have to take their word for it. "Our customers will tell you. In fact, we just heard from a customer whose only reason for calling was to compliment us on our professionalism," said Martin.

"These guys are extraordinarily responsive," acknowledged Keith Widlansky, owner of Futons Plus in Connecticut. "I called just to tell them how impressed I am with their people. I'm astounded by the customer service they have demonstrated," he said.

Widlansky, a newcomer to the futon business, said he started by dealing with other futon cover suppliers, but has now turned "360 degrees toward Cotton Works just because of the customer service."

He heaped praise on the friendliness of the Cotton Works staff as well as the company's speedy shipping. "The time it takes to get the product from phone call to my store is three days," he said.

The company guarantees shipping of regular futon cover orders within three working days. That's weeks faster than much of the competition, Martin said. "We keep a month's supply of futon covers made and a month's supply of fabric on hand, which allows us to have very few backorders," he said.

"When we get an order, we're all ready to pitch in to get it shipped out," added co-owner and Cotton Works Vice President, Lynn Martin. "If the situation calls for it, Jim will go out to the warehouse to make sure it gets shipped himself."

The Martins launched Cotton Works Industries, Inc., in 1989 as a full-service manufacturer and wholesaler that produced its own line of futon frames and futon mattresses as well as a small line of futon covers.

As the demand grew for its hand-made futon mattresses and futon covers, the company eventually phased out frames. This year, Cotton Works finalized the sale of its futon mattress line to another Georgia company that also produces regular mattresses.

"We're concentrating on futon covers and accessories," Martin said. "We've just added three more solid colors to our solid line and we're always adding more fabrics in the Medallion and Regal lines."

The recently established Regal line of exceptionally high quality tapestry futon covers is moving well, Martin said. Since it takes fourteen weeks to get the tapestries, the Regal line isn't included in their three-day shipping turnaround. All futon covers produced by Cotton Works are surged and reinforced and feature high-quality American-made YKK zippers. Having such a full line of futon covers allows Cotton Works to appeal to customers in every price range, Martin said. Cotton Works also offers pillows and "the original Crouton", a foam-filled, fabric-covered cube that can be used as a foot stool, a table, or a decorative accessory.

In addition, with a customer base of waterbed stores, small specialty shops, and larger bedding chains, Martin stated that Cotton Works prides itself on providing "the best customer service in the industry."

"We picked up 200 new accounts this year, and our service is so good that nobody noticed. When we get major chains, the same thing happens. Retailers know that if they do business with Cotton Works, they will be treated with courtesy, care and professionalism, regardless of the size of the company or the size of the order," he said.