ComplaintsforJohnny Janosik, Inc.

• Initial Complaint

  11/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a sectional couch piece and it has been a disaster! Recently the arm rest inner wooden pieces have collapsed and pieces poke you when you are sitting near it. Also the cushion has to be pushed in every time you sit down by lifting the top cushion to hold it in place. They refused to fix the cushion and for the arm rest they just sent a cover to put over it which is ridiculous and doesn’t fix the problem. It is not safe!!!

  

  Business response

  11/17/2023

  While the isue with the cushions sliding out are normal; the issue with the arm frame is not. 

  A member of our Customer Care Management team will be reaching out to our customer and offering a return with full instore credit 

  reselection option. We hope this resolves all of the concerns and apologize for any hardship this situation may have caused. 

  Customer response

  11/19/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20827221

   

   

   

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  WE BOUGHT A 3 SECTIONAL RECLYNER SOFA AND PAID $2,473.00. WHEN DELIVERED WE NOTICED THAT ONE OF THE RECLYNERS WAS WORPED AND IT SQUEEKED WHEN RECLYNING. WE CALLED CUSTOMER SERVICE SEVERAL TIMES BEFORE AN APPOINTMENT WITH A TECH WAS MADE. IT TOOK WEEKS FOR THAT APPOINTMENT TO HAPPEN. TECH SPENT QUITE SOME TIME TRYING ADDRESS THE ISSUE BUT WAS ANABLE TO FIX IT. WE WERE TOLD SOMEONE WOULD CONTACT US FOR ANOTHER TECH APPOINTMENT. MORE WEEKS WENT BY AND FINALLY WE CALLED TO COMPLAINT THAT WE BOUGHT THIS SOFA 5 MONTHS AGO AND HAVE NOT BEEN ABLE TO USE IT. ANOTHER TECH CAME AND STILL COULD NOT FIX IT. WE WERE TOLD A WHOLE NEW RECLYNER SECTION HAD TO BE ORDERED TO REPLACE THE DAMAGED ONE. WAITED FOR A COUPLE OF MONTHS AND KEPT CALLING UNTIL FINALLY 8 MONTHS AFTER WE BOUGHT IT, WE GOT THE NEW RECLYNER SECTION. IN JUST A FEW WEEKS, WE NOTICED THE SAME PROBLEM YET AGAIN. MORE MONTHS WENT BY, WE CALLED THEM AND AGAIN WAS PROMISED A CALL FROM A TECH TO MAKE THE APPOINTMENT. MOST OF THE PHONE CALLS WERE VERY STRESSFUL BECAUSE THE PERSON ON THE PHONE WAS RUDE AND UNPROFESSIONAL... ALMOST ACCUSING US OF BEING A PAIN AND UNMERITTED CLAIM. BECAUSE WE PAID FOR AN EXTENTED WARRANTY, THANK GOD WE DID BECAUSE THIS WAR HAS BEEN GOING ON FOR A YEAR AT THIS POINT... 2 MONTHS AGO WE CALLED AND DEMANDED A RESOLUTION AND SINCE WE BOUGHT THIS SOFA 18 MONTHS AGO (YES IT HAS BEEN THAT LONG AND WE STILL DON'T HAVE WHAT WE PAID FOR), WE EXPECT THEM TO REPLACE THIS SOFA WITH A BRAND NEW ONE THAT HAS NO ISSUES, WE PAID FOR A BRAND NEW ONE THAT WORKS PROPERLY. HERE WE ARE MONTHS LATER (SEEMS LIKE IT IS THEIR NORM TO MAKE CUSTOMERS WAIT FOR MONTHS) AND WE STILL HAVE NOT RECEIVED A CALL FROM ANYONE. THEY JUST DROPPED US OFF IN LA LA LAND. WE WANT A BRAND NEW SOFA OR A FULL REFUND OF OUR MONEY.

  

  Business response

  10/03/2023

  Our Customer Care Dept has reached out to offer a reselection aka new replacement in an attempt to resolve our customer's concern. 

  Customer response

  10/06/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I spent over 2 hours looking at everything in the store to choose a replacement for the defective sofa we got, however there was no comparable or anything in the same price range that meets our needs.  Therefore, because the business will not refund our money, we have no choice but to keep the sofa we have and hope that the defects do not get worse.  This is not a good way to force your customers to either keep the damaged furniture or choose something else that does not either fits their needs and wants OR will they refund the price paid for the furniture.  As a matter of fact, the sofa we got has been DISCONTINUED and it can't be replaced. It was decent of them to give us the option to choose another one, but if we chose something we don't like, that is either higher price and we have to pay more to get it or choose something that is less expensive and lose the difference, because they will not refund the difference in price. Regards, Complaint ID: 20479874    

  

  Business response

  10/06/2023

  We regret that our customer is unhappy with our offer for a full in store credit, but have decided this course of action is more than fair. Respectfully, we suggest that Mr. ********* come back to the showroom and work with a member of our management team to assist him with selecting a new sofa. It is also worth mentioning that with this price point and style of sofa we have an abundance of items to choose from. As a top 100 national furniture dealer we offer the most robust (over 120 vendor partners) selection on Delmarva. Parker House, the manufacturer, did discontinue this particular sofa; however, they have several other options with only slight variations. Simply put, a power reclining sofa is extremely popular and well represented on our showroom floor. Lastly I have included the signed paperwork from point of sale that outlines our Customer Care policies as they pertain to warranty claims. "We reserve the right to repair or replace damaged/ defective merchandise at our discretion." We have a zero refund policy but are more than happy to allow the instore credit and return of the customer's current sofa for a period of 90 addittional days. 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased furniture in 2020. Recently had a drawer fall apart. I called the store to submit a claim. They immediately told me they don’t handle the claims and to file with another company. I filed with that company. I Have called them several times and it’s been a month and I still have a broken drawer and no one has been in contact with me to tell me when it will be fixed. At the time of purchase, Johnny Janosik pushed this package onto me to ensure the quality of this furniture and promised it would always be taken care of and was a great add-on package to have in the case of damages. They should have disclosed that the company is crap, never returns a call, doesn’t come to fix your furniture and you’re left with broken furniture for months at a time. Who will fix my furniture?!?

  

  Business response

  03/03/2023

  Customer did purchase an extended warranty through the Guardsman company. After originally viewing this complaint our Customer Care Manager, **** *******, 

  contacted the Guardsman company claims department and spoke with Denise, who indicated that both of these claims were being reviewed and should be covered. 

  We were told that the customer should be contacted by Guardsman by this past Monday, February 27th. 

  Janosiks Customer Care team followed up by leaving a message for Ms. ***** to advise of the above inforamtion and asked that she please call us back if she does not

  hear from Guardsman. As of today Friday March 3rd we have not heard back from the customer so we will consider her issues resolved, but we will also be more than happy to assist in the future should she call. 

  Customer response

  03/07/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Both Guardsman and Janosik reached out, however, guardsman didn’t schedule a tech to come to my house to even look at my broken furniture until March 21, 2023.  How is this a good business practice to have a customer be without furniture for almost 2 months? This is the worst customer service I have ever experienced and I paid way too much money to be in a contract plan that does not service customers asap. Jonny Janosik needs to refund the money I paid to be in this service plan because it’s a scam for more money. I have since contacted the actual furniture maker,(American Woodcrafters) described the part that was broken, and they sent me the part free of charge. That is customer service and what jonny Janosik should have offered. I will never buy from them again. Kudos to American Woodcrafters for their amazing turn-around time, and excellent customer service. Jonny Janosik and guardsman are pure crap. I expect to be refunded for this service plan that is beyond terrible.  Regards, Complaint ID: 19435669    

  

  Business response

  03/16/2023

  The customer voluntarily choose to take advantage of the Guardsman third party accidental protection plan warranty that was offered upon the original purchase back in June of 2020. This plan is intented to assist with any type of accidental damages or defects after the one year manufacturer warranty has expired. The client did not reach back out to the store or our Customer Care department after her last communication with the Guardsman company. Receiving a service appointment within a (1) month period does not seem out of line considering comparison to any other relavant service industries ex: appliiances, vehicles services, (non-emercency services) etc. Jansoiks is very happy to hear that the manufacturer of this furniture, American Woodcrafters, was able and willing to help the client directly. Since Janosiks is the retailor we are forced to hold firm to the manufacturer's guidelines in terms of warranty and service-- however the manufacturer has the latitude to offer assistance where they feel appropriate to do so. We are not able to refund Ms. ****'s Guardsman warranty purchase from June 2020 in the amount of $249.99. The first reason would be for the 45 months worth of coverage that she has been protected under since the original purchase, and secondly because Guardsman is attempting to offer resolution to the customer. 

  While we are truly sorry that Ms. ****s is unsatisfied with JJ and Guardsman's reaction and response we feel that this situation was handled appropriately. 

   

   

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Purchase: 3/5/22 Invoice # 1-842721 My husband and I were referred to JJ by a neighbor who had recently purchased a new mattress. We met a salesperson, ******** ****** and told her we needed a firm mattress with good support. Ms. ****** spent a very long time with us, directing us away from the mattress we originally wanted to look at and having us lay on many of the adjustable beds on display. She discussed with us at length our sleep positions and gave us pillows that matched. Each time she directed us to lay on a bed, she would adjust the mattress and continued to espouse the benefits of the adjustable as she observed our sleeping patterns and discussed health benefits, etc. We spent a total of $5279.84, more than we had budgeted for. After a few days of sleeping on this mattress, however, I was having lower back pain and would wake in the morning barely able to stand up straight. I emailed Ms ****** and told her my problem and within a few days she called and what she told me was shocking. She said "it takes 30 days to develop a new habit". She told me that after 75 years of sleeping on my side, I would have to learn how to sleep on my back, which would be the only way to avoid the back pain. When I asked her why I was not told this in the store, she said that she believed I had enough cognitive ability to know this, that it went without saying. I decided to visit the store a few days later to talk to the store manager, feeling disrespected at this point. He told me that I should not have been spoken to in this manner and directed me to the bedding manager, a young man, who told the store manager he was aware of our concerns. The manager directed us to the bed we purchased and said "it takes 30 days to develop a new habit". I left. I have been going for physical therapy for my back but cannot afford to replace the bed, which is breaking down every day. I was misled and treated with disrespect by ** whose sales practices are not honest.

  

  Business response

  11/04/2022

  The customer did purchase a high quality mattress and adjustable base set from us back in March of 2022. We are very sorry to hear that the customer is not happy with their purchase; however, all customers are told at their original point of sale that all sales of bedding are final and we cannot offer any refunds or returns. For this reason we ensure that our sales staff are highly training on the "rest test" method of sales and attempt to assist in the buying purchase with their knowledge of all the brands and styles of beds that we sell. Our intention was certainly not to misguide or offend Mrs. ********, but to offer assitance and education regarding industry bedding practices. For example, if she were to try changing sleep position she may find it more comfortable. I am including copies of the original sales agreement. On the front you will see a stamp indicating "BEDDING IS NOT RETURNABLE DUE TO COMFORT ISSUES" where the customer did initial. There is also a seprate section on the back stating the same thing where the customer also initialed. Again we are very sorry to hear that the customer is not enjoying their bedding purchase, but we will not be taking it back. 

  Customer response

  12/02/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. hank you for your assistance.  I could not open the above attachment, which brings me to a staff log in.  I do, however, want to respond to the message from Johnny Janosik, Inc.   Their response states "Our sales staff are highly training on the "rest test" method of sales and attempt to assist in the buying purchase with their knowledge".  Evidently their sales representative was highly trained and, as I said previously, spent a great deal of time reviewing our sleep positions.  To not tell me upfront that the position I have slept in for over 75 years would cause me pain if we purchased the bed she was recommending was lying by omission to make a sale.  To tell me that she kept silent because she thought I had the cognitive ability to know this without it being said was not only rude, it was unethical.  This is not a complaint because the bed was too hard or soft; this complaint was issued because I wake up every morning with lower back pain - something I have never previously experienced and they were aware that this would happen when I was directed to this bed and others like it.  I also submitted my original sales receipt with my complaint, which obviously does not have stamps on it.  This matter has definitely not been resolved and won't be until they own up to their deception and make it right.  I have a base which cost over $1300 that I can now no longer use for fear of addition physical distress and a mattress that cost over $3300 that has broken down, which I was promised would not happen, with the original short-term use of the base.  I am a very well-respected social worker with fourty years of experience.   I recently retired and have been looking forward to a very active retirement; I am very worried about the long-term consequences of their negligence.      I would appreciate being advised of any future steps that need to be taken and appreciate all your assistance. Regards, Complaint ID: 18327189    

  

  Business response

  12/02/2022

  All customers are told at the original point of sale (as well as initialing and signing our store copy of the invoice) stating that all bedding sales are final, and there are no options for returns due to comfort issues. Again, our intention was not to misguide or offfend Ms. ******** during her selection process, but instead to offer assitance. Ultimately the final decision to purchase this particular bed resided with the customer, just as in any buying situation where a sales associate is available to offer industy knoweledge as a resourse for decision making. 

  While we understand that Ms. ******** is unsatisfied with her bedding purchase; as previouisly stated, we will not be allowing the return or replacement of this product. 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The table had scratch on it. Filed a claim and a technician came out and said the table could not be repaired. Was told they were going to replace the top of the table. Was then told they do not do that and I would be hearing from a manager about this. This process began in April and so no resolution. The table is less than a year old. I contacted the store manager and they were of no help either.

  

  Business response

  05/20/2022

  This table was delivered on 7/20/21.

  On 3/29/22 customer called into our service department to report there are scratches on the table and was asked to send in pictures.

  After discussions with our service department and customer it was determined that the scratches were caused from daily use of the table and was not a manufacturer defect.

  Service Department manager has spoken with customer and explained that this would not be covered.  

  As a courtesy a service technician was sent to inspect the pieces and determine the issue.  The service technician confirmed that these were caused by general wear and tear of day to day use and was not one single accident or caused by a manufacturer defect.

  Service Manager discussed this with Director of Operations and the conclusion was made that these marks on the table have absolutely been caused over time and day to day use from customer.  

  Service Manager advised customer that unfortunately we were unable to replace the table due to info listed above.

   

   

• Initial Complaint

  05/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had purchased a dining room set from this business. They have a policy that states that they will allow price matches if brought to their attention within the first 10 days of purchase. I informed them that I wanted to do the price match and had sent them emails and numerous calls. They have their price match policy listed on their website, but when I contacted them they said they don't price match anything except for brick and mortar even though their policy doesn't say that and then proceeded to tell me through email/phone that they will look into this further and that they will assist with this. They waited to until after the 10 days period to then tell me that they aren't going to price match due to it being outside of the 10 day policy when I had followed exactly what their policy had listed. I kept trying to follow up but all they did was dodge my calls. I even disputed this through my credit card company and they couldn't assist since I had signed for the original price even though they saw that I was trying to do the price match.

  

  Business response

  05/20/2022

  Customer has been offered the price match as is noted on our website.

  Customer disputed credit card charge with Visa which we originally won.

  Customer disputed credit card charge again which is currently pending.  Visa reached out to our Accounting Manager and was informed we are honoring the price match guarantee which would give customer $844.51 back.  Until the dispute is resolved we are unable to make any adjustments.  The amount owed back to customer is calculated below.

  As shown in the attachment customer provided our policy is that we will refund 110% of the difference between our price and competitors price. 

   

  Purchase at Johnny Janosik - $4149.95

  Purchase Price Online Store - $3382.21

  The difference between the 2 is $767.74.  Adding 10% on top of the $767.74 comes to $844.51 which we plan to give back to customer once the dispute has been closed.

  Customer response

  06/06/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  

  Hello!

  
  

  Sorry for the delay in response, but my issue is not resolved.

  
  

  Can my complaint please be re-opened?

  
  
  
  Regards,

  Complaint ID: 17190496

   

   

   

  

  Business response

  06/15/2022

  The adjustments have been made to customers account and we have honored the price match as customer requested.  Our sales Manager ******* has worked with customer on this and our accounting manager made the necessary corrections to the account on 6/13.

   

  I reached out to customer to confirm this has all been explained to them and to ensure this has been resolved for them.  I left a voicemail with my contact info to discuss further.

   

  Thanks,
  

  302-875-5955 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 25 2021 we purchased a 40" deep sofa SKU#1059000 from Johnny Janosik at Brandywine Pkwy sold to us by James Inzeo. We paid half 900.00 dollars. On Mar 25 2022 we paid the remaining 900.00 dollars and the sofa was delivered on April 2. After looking at the sofa and sitting on it we realized that it was not the 40" sofa that we had sat on in the store but the instead it was the smaller 37" sofa We have gone back and forth with the salesman and customer service and as of today there has been no resolution. We.want to have them pick up the sofa and either provide us with the one that we ordered or have our money refunded

  

  Business response

  05/12/2022

  A technician was sent to the customer's home on May 3rd to measure the sofa frame dimensions. It was discovered during his visit that the sofa frame measures the 

  same as our floor model. The issue seems to be the different style back pillows that the customer selected; they are changing the feel and sit of the sofa.

  On 5/7 a represenative from our Wilmington showroom spoke with Mrs. ******* and offered for her return the sofa in her home and receive an in-store credit of full

  purchase price to select a different sofa. 

  We feel that this has offered complete resolution to the original complaint and conern. 

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a reclining sofa on April 23, 2022 from the Dover, De location. We were told that the sofa was in stock and would be able to be delivered on Thursday, April 28th. We paid for the sofa in full, along with the 5 year warranty, totaling $1748.94. We hadn’t received a delivery confirmation call leading up to the promised delivery date. We contacted the company on the day of delivery to be told that the furniture was not on the schedule for today and could be scheduled for next week. We have requested a call back from a manager to discuss our dissatisfaction and request a refund and cancellation of the order and have not been contacted. We have tried calling back, to be forwarded to a voicemail for the store manager and again, have not received a call back. We have reached out to the sales person directly, who was very communicative leading up to the day of sale and have not received a response. This is ridiculous. The invoice order in question is 29-2846.

  

  Business response

  05/08/2022

  Customers sofa was delivered on 5/3/22.  Original purchase date was 4/23/22.

  I have notified the stores management team and someone will absolutely be contacting Ms. ******** to discuss this complaint about the lack of delivery on 4/28/22 and lack of communication surrounding this.  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am new to Dover, Delaware, feel that i was not treated fairly by Janosik Furniture. In July/August of 2021, I purchased 2 Chest and 2 night stands for a total of $1,154.84. They could not give an ETA. On a number of occasions i inquired about an ETA but to no avail. In December 2021, I made inquiry with the sales person ** ******* over the phone could not get him but left a message for him to cancel one of the chest.. Received no response. February 14, 2022, i stopped in at the store and a young lady at the Customer Service Desk tried to help me.She was very kind and after a while told me that the chests had been built but waiting for a boat to bring them to the USA, but again no ETA. and she indicated that i had 2 chest not 1. February 15,2022, I returned to the store with my wife, who is battling the onset of Dementia, to show her some other pieces that i wanted to get. But first i went to the Customer service desk to cancel one of the chest. Again the young lady was very kind and apparently went to get the Branch Manager named **** to handle it. **** kept asking questions that were offensive to me and i felt had nothing to do with me canceling one of the chest. I got pretty upset and told him cancel the chest. When it was obvious that he was not going to do so, i told him to cancel the whole order. He kept insisting that he was trying to save me money etc. I insisted that he cancel the whole order and he finally did, made out the paperwork to return the $1,154.84, minus a $346.46 processing fee, and returned $808.38 to my credit card. i left the store.

  

  Business response

  10/17/2022

  The consumer received a refund on 2/15/22. 

   

  Thank you,

  Customer Care Manager

  Johnny Janosik

  Customer response

  10/18/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I was treated  poorly by the business manager. They returned only a portion of my money
  
  
  Regards,

  Complaint ID: 16784549

   

   

   

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order for a sectional on January 31, 2020 for $5886.65, which we were told would take 12 weeks or up to 6 months. In June/July, we get a phone call stating sectional would be delivered in August. In August, we get a phone call stating section would be delivered in October. We called 10/28 to get an update, at which point they stated they don't have one and would need to reach out to manufacturer and then call/email us the next day. We never received any communication. Per their website, they state any delays to order would be communicated to customer. We never heard an update after October passed. We called on 11/2 to get an update, at which point they started sectional should be delivered by mid December. I requested potential discount or cancel the order due to consistent delays and lack of communication. Store manager stated order cannot be canceled as the item is currently in production. The only discount they can apply is to waive the delivery fee ($99, of the total $5886.65 order).

  

  Business response

  11/09/2021

  Sales manager **** ******* spoke with Mr. ** on 11/8/21 in regards to the delays in Mr. **** customer order Bassett Sectional.

  Will has refunded the $99 delivery fee as well as offered a $300 in store credit which *** ** accepted as a resolution.

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩