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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is ************
Business response
07/06/2024
Thank you for reaching out to give us an opportunity to review the concern regarding your ******************** that is held by ******** I tried to reach you by phone by the phone number provided, but it is an invalid number. When you have a moment, please call us at ************ so we can get some additional information.Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our couch is about 2 years old and it is falling apart at the seams. We sent pictures to Jordans, they sent out a technician and told us it is normal wear and tear, not covered under warranty and it will be $478 to repair. Since the technician came over two weeks ago, an additional cushion is tearing from the seams. We are just sitting on our couch and it is falling apart. Jordans sold a couch made with defective fabric. We would like them to pay for repairs of all seats cushions, including the one that has ripped since their technician visit.Business response
06/26/2024
Thank you for reaching out to give us an opportunity to review the concerns you are experiencing. I tried to reach you by phone and was able to leave a voice message. When you have a moment, please give us a call to further discuss options. Our service department can be reached at ************.Initial Complaint
05/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a loveseat from ******** Furniture in *******. Along with that, I also purchased an insurance policy for protection against damages to the loveseat. At the time of purchase, I informed the sales representative that I have cats, and I was told pet damage is covered under the policy. When I recently tried to file a claim, I was told pet damage is not covered. The insurance claim number is *******.Business response
05/28/2024
Thank you for reaching out to give us an opportunity to review the concerns you are having with your loveseat. I see you spoke with our service department today and accepted a $100.00 store credit due to the miscommunication about the protection coverage. Should you have any further questions, please don't hesitate to reach out to us.
Customer response
05/29/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
03/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I received a delivery, in a branded Jordans Furniture truck on Wednesday, February 28th. Shortly after the delivery people left, I received an email with my receipt for delivery. The receipt stated that the furniture had been delivered intact and that my home did not sustain any damage during delivery. The receipt was signed. However, I was never presented with the receipt and the signature was not mine; someone from the delivery company forged it. I immediately contacted Jordans Furniture and a few hours later, I received an email stating that I should be hearing from the delivery company and that they hoped I would give them another chance. This is not, in my opinion, an acceptable response to learning that a criminal offense (forgery) had been committed under their companys umbrella. I have not heard from the delivery company nor have I had any response to subsequent emails Ive sent Jordans. Which tells me this is probably a common and acceptable practice. I am NOT ok with my name being forged on a document; it is a criminal and fraudulent act. My request to be connected with their legal department has also been totally ignored.Business response
03/06/2024
Thank You for taking my call here from Jordans Furniture. We do sincerely apologize for any inconvenience this has caused you.We appreciate your feedback, and we will continue to work on improving your customer experience with us.Initial Complaint
01/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a new Box spring and mattress and paid the fee for them to take my old mattress and box spring. When I called to let them know the driver didn't take it, they said that was for a future pick. I am 78 and probably won't even get another mattress and box spring. I thought I was paying to have my old taken, which they didn't take.Business response
01/25/2024
Good day,
Thank you for reaching out in regard to the fee applied on your sale. Here at Jordans Furniture, we do provide a free service of disposal of any old bedding that is to be removed while delivering new bedding. The fee on the order is a required fee by the ******************** for recycling purposes for any future disposals. Per our conversation today, a refund of $50.00 has been processed for you due to any inconvenience this has caused you. We appreciate your business and thank you for choosing Jordans FurnitureInitial Complaint
01/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i purchased a recliner from Jordans furniture, after a couple of months it broke. they were not able to fix it and recommended another brand. after two months that recliner broke. i asked for money back, they issued a store credit. i am still paying for furniture i dont have. i do not want to purchase more cheap furniture from them. i want it off my billBusiness response
01/09/2024
Good morning, ***********
I was able to locate your account. The credit on account was issued because of it falling under the warranty protection policy the peace of mind. We did offer the full retail value of the chair on a reselection of a chair in general, and it looks like you decided to return the chair in the home with a credit on account of $ ******* and not reselect in general. This credit will remain on account for up to 1 year to replace the defective furniture. When utilizing the protection policy, they utilize in credits on accounts and not refunds. The credit is to "replace" the furniture.Please give us a call here at ************ and we will be happy to discuss the credit and policy with you. I have also gone ahead and emailed you the peace of mind protection policy on how it works.Initial Complaint
10/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Sealy mattress i purchased from ******** slowly deteriorated after the first couple of months. It is now basically a hammock with all of its support lost. Over the last 6 weeks i developed severe life altering neck issues that I was told by 3 doctors was caused by this faulty Mattress. I brought this us to them and they had me send in photos. After 5 minutes of receiving the photos, I received a call from ***************************** who told me based on the photos the mattress did not cause my neck problems . Apparently she knows more than the neck surgeon who told me it was caused by the mattress. She then offered me a $250 credit to buy a NEW mattress after the first one they sold me was totally defective. What a slap in the face. The good news is, i have this all documented and 3 doctors that will testify for me. So maybe it will work out in the long run. I hope they are prepared for a long legal battle.Business response
10/27/2023
Hello, I have been attempting to reach you via phone and email so we can discuss some options with you. Jordans does adhere to manufacturer warranties, which requires specific criteria to deem a mattress to be defective. Although comfort does not qualify as a manufactures defect, ******** understands that your mattress is not comfortable to your body's needs, and we want to help you. Please give us a call back at ************ to discuss the options that we have for you.
Thank you.
Jordans' Furniture.Customer response
11/15/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Unfortunately, Jordans solution to my problem is to purchase another brand new mattress from them. Even knowing the extend of my injuries.
Business response
11/22/2023
Hello ******************,
I reviewed your entire account and wanted to share some additional details regarding your experience with us. Your mattress was delivered on June 11th, 2021. We have a comfort exchange program Sweet Dreamsthat can be utilized within 100 days from delivery. We didnt hear any concerns from you until 7 months later, January of 2022, and our team extended the Sweet Dreams offer for a full reselection. My records show you never follow up even after several attempts to contact you until recent. You are now working with the Director of ***************** ***************** to set up an inspection of your mattress. He had emailed you on Thursday, November 16th, 2023, and is waiting to hear what day you are available for the inspection. Please reach out to him via phone or email at your earliest convenience.
Thank you
Jordan's Customer Service.Customer response
11/28/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
I emailed *** to try to find a time for the inspection. Hopefully we can move forward once that is completed.
Initial Complaint
09/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased outdoor furniture from Jordans Furniture. The furniture was advertised to be manufactured by ******. The material covering the cushions was advertised as Nuvella. Nuvella is a brand name fabric of ****** outdoor furniture. Nuvella is a type of acrylic fabric. I was delivered polyester covered cushions. I have sent images of the information label (tag) on the cushions to Jordans showing that the covering fabric is polyester ( Top, Side and Bottom). To date supervisors in the customer service department have stated the polyester fabric is Nuvella fabric. Cushions in the showroom show Nuvella on the information label (tag). No resolution has been offered nor has there been evidence presented that polyester is Nuvella. The supervisors have not questioned the validity of the images or stated any other reason for their delayed response to a resolution.Business response
09/20/2023
Hello *******,
We spoke yesterday and I assured you that ****** Furniture, the manufacturer of your outdoor furniture has confirmed this is Nuvella fabric and it is produced with polyester. As you had said yesterday, ****** confirmed this with you as well. Also, when we spoke yesterday you were referring to an article we shared that stated ******* was acrylic. As we discussed the article was referring to performance fabrics like Nuvella being made up of synthetic materials like olefin, acrylic, nylon or Polyester. It was not specific to Nuvella. Lastly, I have received your additional photos of the other labels and seat casings and sent them to ****** to see if there is anything we can do to assist you with what you are experiencing on the fabric. I will be following up with you as soon as I have more information for you. If you have any questions in the meantime you can call us at ************ or you have my direct email as well.
Thank you
*********************
Customer Service Supervisor.
Initial Complaint
08/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased OUTDOOR dining set made of polylumber. Guaranteed for 20 years, so much so that they do not sell a protection plan for this product. Delivered at the end of April, and by end of June, we discovered an animal the likes of a squirrel had began chewing on the table. I called and sent pics immediately and customer service rep told me that they are not responsible and once they deliver the set, their responsibility ends. Advised me to hire exterminator and place marigolds around table to act as deterrent. This is an OUTDOOR set It's not an indoor table that I placed outside. After a third call, they offered to take set back and give me only 50 percent of price as a "usage fee". My set costs $6,000+ and they would only give me half!!! They explained that "well we cannot resell it, so we can't take a loss on this". But I guess the consumer can! This is absurd and they are still selling this set as an OUTDOOR dining set. TBusiness response
08/23/2023
Good morning, we have received your BBB. Thank you for reaching out. I have pulled up your account on the outdoor table set and had left you a voicemail. Please give us a call to further discuss and thank you for your patience.Customer response
09/07/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have not heard the business response.
They refused to offer me full refund for my new tableBusiness response
09/08/2023
Hello,
We have tried reaching out via phone a few times with no response. The offer made of a return with 25% usage fee is a very fair offer. We understand your frustration about the set being durable, but that does not include animal damage. Per the warranty on the manufacturer's website, it is durable against the elements. Elements would be considered weather such as rain, snow, sleet and hail. We can reinstate the offer of taking it back for store credit with the 25% usage fee and give another 14 days to decide, but we would not take it back at full amount. Please feel free to contact customer service to advise if you would like to go forward with the return for store credit. Thank you. ************
Customer response
09/11/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Jod
Initial Complaint
08/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased Natuzzi leather sofa and loveseat, online from ******** ***** store, with the help of customer service Rep. first sofa came with creases on back of sofa through areas of leather. Waited to be scheduled for repair. However, the technician did all he could do, but still not acceptable, so **************** suggested a replacement. Again took well over a month to receive. In the mean time, Loveseat came in, and again had a repair person put to add more fill to the arms, since it was either crushed or not enough fill to hold shape. Finally came and added more foam to the arms. Much better. Finally the sofa replacement came in, and this time the back of sofa was much better than the first, however, nothing else was. One back cushion was dented, and again the arms of sofa needed more foam. After many calls, they just dismissed my complaint to resolve, and stopped contact. I payed for a warranty. **************** Reps, during numerous calls, were rude and uncaring to resolve. One had the comment of me PAYING for a person to come and repair. This furniture was just shy of $5000 plus warranty and tax. Only 2 were taking time to listen and looked at pictures I sent. My guess, they got turned down to repair, and since, have had no contact. Please help resolve since this sofa looks horrendous and not what the Natuzzi name stands for. Thank you ***************************Business response
08/23/2023
Thank you for reaching out to give us an opportunity to review the concerns you are having with your leather sofa. I see you spoke with our service department today and will be sending in additional pictures of the concern so we can help resolve your concern. Once we have reviewed the pictures, we will contact you to discuss the findings. Should you have any questions in the meantime, please don't hesitate to reach out to us.
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