Complaints

This profile includes complaints for Jordan's Furniture Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Jordan's Furniture Co., Inc. has 8 locations, listed below.

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• 

  Jordan's Furniture Co., Inc.

  1 Underprice Way Natick, MA 01760-1586

• 

  Jordan's Furniture Co., Inc.

  100 Stockwell Dr Avon, MA 02322-1149

• 

  Jordan's Furniture Co., Inc.

  400 Bald Hill Road Warwick, RI 02886-1617

• 

  Jordan's Furniture, Inc.

  327 Daniel Webster Hwy Nashua, NH 03060-5702

• 

  Jordan's Furniture - New Haven, CT

  40 Sargent Dr New Haven, CT 06511-6111

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a high-end couch from Jordans Furniture last summer along with their hassle-free protection plan, which explicitly covers accidental tears. Recently, I filed a claim for a tear on one of the cushions. The representative advised me to include any additional blemishes, so I listed a few very minor marks. Despite this, my claim was denied on the grounds of substantial damage, with references to stains that were not present in the photos I submitted.I attempted to clarify that my primary concern was the tearwhich is clearly covered under the policybut my follow-up was ignored. It feels like I was misled into providing additional details only for them to use it as a basis to reject my legitimate claim.This experience has been incredibly disappointing, especially as a longtime customer

  

  Business Response

  Date: 04/08/2025

  Good morning, thank you for taking my call today, it was a pleasure speaking with you. I'm glad we were able to come to a resolution for the sofa. 
  If you do have any further questions or concerns, please don't hesitate to reach out to our customer service team at ************. Thank you for shopping with ************** Furniture.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Full size mattress in May 23, 2020, it has a (10 year warranty)The mattress is defective by the middle sagging (pic attached).Original foundation was defective, it was replaced by ******** with another DEFECTIVE foundation delivered by them to me, & now as of 3/28/25 another foundation was given to me and its still not fixing the sagging of the mattress. ******** gave me a full size bed frame (which wasn't required) & gave me these two lift pads to fix the sagging of the mattress. Now they want to mail to me a full size mattress topper to fix this. They sent (2) technicians to my house to measure the mattress and the techs said that the mattress was defective. ******** is stating that the reason the mattress has the dip in the middle was because of the foundations being defective. The mattress is covered under the warranty and they refuse to replace it because it doesn't meet the measurements for warranty. The first tech came to measure the mattress and i missed the warranty by a 1/8 of a inch now the last tech said it was a ********** meets warranty, customer service lady says no because the foundation was defective. They are playing games back & forth. I have to go see a chiropractor 2 times a week now due to the back issues (which i mentioned and she doesn't respond to) i am receiving from this mattress. Imagine sleeping on a mattress that is defective and your body/back cannot get the proper support it deserves? I so beyond ****** off with ******** right now, now she is saying that she is trying everything for me & that she understands my frustrations and to hang in there, she understands how i feel, this is absolutely awful. Help me out with a new full size mattress, STOP with the GAMES!!! They get your money and when there is a issue they try EVERYTHING to avoid replacing your mattress because they blame it on manufacturer's measurements. To top it all off she offered me a $100- credit towards another mattress, a WHOPPING $100.00! WHAT???

  

  Business Response

  Date: 04/01/2025

  Good afternoon! Thank you for taking the time to speak with us today. I see we were able to resolve your concerns by providing you a reselection offer and waiving your future delivery fee. If you have any further questions or concerns, please call **************. Thank you for shopping with **************!

  Customer Answer

  Date: 04/01/2025

  [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

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/6/25:We purchased a Flexsteel sofa and loveseat in February of 2023. Within several months, the fabric on the sofa cushions and arms was pilled and looked terrible. We paid more than $4,400 for the two pieces. At purchase, we had received three years of 'fabric guarantees' in the event anything happened. The furniture is used by adults only.On January 17, 2025, a ******** **** *****, came to our home and 'treated' the sofa with what is basically a tool to scrape off the pills. When ***** arrived, he agreed that the fabric looked like it was a problem. After his treatment of the cushions, it looked worse than when he started. The fabric was now worn looking and loose where it wasn't previously. While the young man was at our home, he called an associate who told him he used the incorrect attachment on the tool. He used a black attachment and should have used a white one. After making the mistake, he quickly left our home.We contacted ******** again. They now refuse to do anything regarding the inferior quality of the fabric or the damage caused by their employee. Jordans is stating that pilling after six months is normal 'wear and tear.' This is simply not true. This is our second Flexsteel set and the prior set did not age like this set.We asked the cost of replacing the covers and were finally advised today that we could purchase the same fabric cushion covers for $500 each. It is absolutely absurd to suggest that to resolve the inferior quality, we can spend another $1,500.We expected a good product and good service from ******** and received neither. We recommend you take your business elsewhere. The deceptive practice of ******** is absolutely unacceptable.

  

  Business Response

  Date: 02/07/2025

  Thank you for contacting Jordans furniture with your concern. I see you were able to connect with a customer service specialist this afternoon and it appears we are moving forward with ordering new seat casings, which will be shipped to you via *** when they arrive.
  
  Should you have further questions or concerns,  please dont hesitate to reach out to us.

  Customer Answer

  Date: 02/11/2025

  [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

  Date:01/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were scheduled for 9:30 to 11:30 and they didnt show up until 5:30 pm Once they did show up guys were very polite but in a hurry to leave We had to spend almost an hour to make sure that mattress was not hitting frame with new lifting base We paid for delivery and set up what we got was delivery and dump.We would like fee for delivery waved and credited to our CC Maybe next time we will go to competitor This is not satisfactory

  

  Business Response

  Date: 01/28/2025

  Good morning. We sincerely apologize for you unsatisfactory delivery experience of your new mattress and powerbase on 1/22/2025. It appears the delivery vehicle broke down on your delivery route that day. We have credited back your delivery fee, and it will be refunded to your **** card. You will see this credit reflected in your account in the next 3-5 business days. If you have any concerns regarding the setup of your new mattress and powerbase, we would be happy to schedule a service call with a Jordans technician. If you have any questions or require further assistance,please call **************. Again, we apologize for the inconvenience this has caused you. Thank you for shopping with Jordans.

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nine years ago, my family purchased a mattress and had a positive experience, which led us to return. We were assisted by salesperson named ****, who was exceptionally helpful. We specifically requested a mattress that would be equivalent to the one we purchased nine years ago. **** presented us with several options, emphasizing which mattress would best match our previous choice. After trying out the selections, we decided on a plush mattress.Unfortunately, after just a few nights of use, I began experiencing severe back pain, making it impossible for me to sleep comfortably. I reached out to ****, who advised me to allow for a break-in period and reminded me about the 30-day break-in policy. However, the pain persisted, and we felt it was necessary to switch to a firmer mattress, which **** assured us was the equivalent of our original purchase.The replacement firm mattress arrived, and to our dismay, it is uncomfortably hard. Despite our understanding of the break-in process for new mattresses, we believe that the issues are far beyond what can be attributed to this period. We paid $4,500 and now find ourselves in a regrettable situation. Additionally, it is concerning that we were never evaluated on the ********* machine, which may have ensured we made a more suitable choice for our needs. We trusted that Todds recommendation was based on a thorough understanding of our previous mattress, but it has proven to be an unfortunate oversight.After contacting **** again to request a return of our original plush mattress, which had only been taken away 24 hours prior, we were told no. This one was more tolerable than the firm but neither pain free. This has added to our frustration, as we are currently unable to sleep on either mattress. We still need a new mattress; we just do not want these two. We feel that our situation has not been met with the compassion and understanding we desperately need.

  

  Business Response

  Date: 01/21/2025

  Thank you for taking the time to share your feedback. We're very sorry to hear that you're experiencing a discomfort with your mattress purchase. I do see the sweet dreams offer was offered and you are currently unhappy with the recent mattress. I do see that you have been in contact with our sleep lab managers, and we are committed to continuing to work with you. Please contact us directly at ************. We look forward to speaking with you.

  Customer Answer

  Date: 01/21/2025

  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

   

  In response, I have already contacted the mattress department and **** my sales person as well as the manager have declined my request and said there was nothing more they could do for me. I am looking for someone else to assist me in resolving this matter thank you in advance.

  
  Regards,

  H.

   

   

• Initial Complaint

  Date:01/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a power base from Jordans recently and was told when sold, the base would fit any existing headboard and footboard we had at home. Once delivered- the base does not fit at all. Weve had discussions with customer service and the sales person with no resolution and extremely poor follow through and communication. Jordans is refusing to stand by their product and the only solutions provided were making changes to our existing furniture or simply not using a baseboard- neither suits our desire. I believe we should receive a complete refund as Jordans will not allow a return. Expectations were set and 100% not met by the product nor the customer service team.

  

  Business Response

  Date: 01/13/2025

  Good afternoon. We are sorry to hear about the powerbases not fitting inside the current bed frame. I see that a manager has offered a set of headboard brackets at no cost along with free install, or 25% off a new bedframe. Unfortunately, we could not anticipate that the current frame you have would not support a standard size adjustable base. I see that it was decided to have the headboard brackets shipped via *** for self-install. If you change your mind, we are happy to send out a team to install them or still honor the 25% discount off a new bedframe. If you have any further questions or concerns, please feel free to contact ******** **************** at ************. Thank you!

  Customer Answer

  Date: 01/13/2025

  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. 

  The offers to rectify the situation require changing our existing furniture or purchasing additional pieces and spending more money, which is not something we were ever interested in doing. If we wanted a different head and baseboard we would have purchased. We were assured that the power base would work with existing furniture and that has not met expectations. We would be happy to return the item, however Jordans will not allow and simply offers only solutions that require new furniture we would have to pay more money for or altering our existing furniture- neither are customer service solution oriented. A 25% discount to replace furniture we already like and had no need to replace before this is laughable as a solution.  It should also be noted that we have had to chase Jordans for every answer and have had to follow up. It is clear the customer service is lacking and inability to stand by their sales tactics- very concerning. Resolution would be allowing return of this item that clearly does not meet the needs or expectations and was sold with complete incorrect information or providing a refund. 
  
  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,

  ********

   

   

  

  Business Response

  Date: 01/15/2025

  Good afternoon. We are sorry that the powerbase was unable to bet up in your bed frame. I see that to resolve the issue you have been experiencing we have shipped out new headboard brackets through *** to you as a courtesy on 1/13/2025. You will receive the new headboard brackets in the next 1-5 business days.  We would be happy to send a technician at no cost to you to assist you with the installation of your new headboard brackets. If you would like to schedule a courtesy service call or if you have any questions, please call **************. Thank you!

  Customer Answer

  Date: 01/16/2025

  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. 

  The business response regurgitated previous information and does not appear to have read my last response. I have clearly stated I do not want to alter my existing furniture. As previously indicated resolution for me is returning the item, which I would be happy to do yet wont allow or my refund of purchase. It is very apparent customer service and standing by what you sell is not part of your value. Continued offers that put no ownership on the business seems to be the game continued to be played.   

  
  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,

  ********

   

   

  

  Business Response

  Date: 02/03/2025

  Good afternoon, thank you for reaching out. I reviewed your account and see we have processed a credit on January 30 for the return of the powerbases.  You should see that credit posted to your account within 3-5 business days from January 30.  If you have any further concerns or questions, please feel free to reach out to customer service at ************.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my 2nd mattress in 2 months. The 1st mattress (was a Sealy) In the showroom it had a convex contour to it. The one that was delivered to my house had a concave contour to it. After sleeping on it for 2 weeks I had a great deal of back, neck and leg pain. I called Jordans and was allowed participate in the "Sweet Dream" program. I was strongly advised by a Jordans customer service *** to use "*******" for my exchange mattress. ******* recommended a medium mattress. I chose the medium Beautyrest ******* *** *************** based on ********* recommendation. When I tried the Beautyrest *********** in the showroom it provided ample back support. After sleeping on this mattress for only 1 week it went from a medium to a plush. I have tried in now for 3 weeks and I am in agony. It is actually a good mattress, its just not a medium. It breaks in as a plush. I would like to have this medium BeautyRest Coral Island mattress exchanged for the extra firm ********************************.

  

  Business Response

  Date: 01/08/2025

  Good afternoon.  Thank you for providing us an opportunity to review this situation further.  I see that a Sleep Lab Manager has reached out to you to discuss the comfort of your second mattress and has offered you to return the mattress with a usage fee to select a different mattress.  Should you have any questions, please reach out to us.

  Customer Answer

  Date: 01/12/2025

  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. 

  The response/resolution that was posted by Jordans Furniture concerning complaint #******** is incorrect.  I was never given the opportunity to switch the mattress out. They did remove the  mattress and I was offered a refund, which I have yet to receive. I am a disabled veteran with severe neck and leg problems. This company left me without a mattress to sleep on.  My entire experience with this company has been that they promise one thing and then do something else. 
  
  Thank you for your help
  **** 

  

  Business Response

  Date: 01/13/2025

  Good morning. Thank you for the opportunity to work with you on this matter. I see that we have taken the mattress back for a refund less the Sweet Dreams charge. I see the mattress was picked up on January 11. You should see that refund in the next 3-5 business days. We are sorry to hear that it did not work out with the mattress, but if you have any further questions or concerns, please don't hesitate to reach back out. **************** can be reached at ************. Thank you!

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to Jordans furniture in ************ and got measured by *******, my husband had 3 choices of mattress as I did. Since we have a king bed, we got 2 extra long twins, different choices. My husband didnt like his, and there is a 90 day exchange, but life got in the way and when I finally pushed him to call and exchange his mattress it was almost a year. They said we could get an exchange for another $700.00, we had already paid $6,000 For the mattresses we had, mine was supposed to be a beauty rest black, (and Im not sure of my husbands,) but we paid it and I told them I wanted exactly the same one as mine. I took the new mattress on my side and gave my husband mine,since he liked it and they said there was a break in time, (I had no issues breaking mine in). Now his side, which is two yrs old is sloping and not even with my height of mattress. I took pix, especially with my husband laying on it and you can see how it slants, but because when you put a yard stick flat it doesnt show it. The mattresses are. Not beauty rest black, as the salesman told us, they are a generic of that. I would like a full refund and I will go elsewhere.

  

  Business Response

  Date: 12/17/2024

  This complaint concerns Jordans Furniture, which is a company based in ****** with several branches in ************
  Our company has a similar name: ***** ****** Furniture **** but is in no way related to the Jordans Furniture and their ************ store which is the subject to the complaint.
  Thus this complaint has nothing to do with our business and is a case of mistaken identity that, I hope, will be corrected.
  I request that this complaint be stricken from our entry in the database and the distinction made to the complainant.
  
  

  

  Business Response

  Date: 12/21/2024

  Good afternoon,
  
  Thank you for giving us the opportunity to look into this situation further.  The customer was contacted by ******************************************* on 12/20 to discuss the concerns with their mattress.  It has been agreed upon that an inspection of the mattress will be conducted to see if the mattress is defective under the manufacturer's warranty requirements.  After the inspection is completed, we will be contacting the customer to discuss the results of the inspection and the next steps that can be taken.  Should you have any questions, please reach out to us at ************.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had originally contacted the BBB to praise the companys customer service re replacing the value of a 3 year old sofa. When my daughter chose a new sofa of the same price to replace the defective sofa,we were charged an additional $421 for tax, delivery and new warranty even though only 3 years had passed. Does not seem right that we should incur these additional fees for a defective furniture replacement.

  

  Business Response

  Date: 12/16/2024

  Good afternoon, thank you for taking my call today, it was a pleasure speaking with you. I'm glad we were able to come to a resolution for the sofa. 
  If you do have any further questions or concerns, please don't hesitate to reach out to our customer service team at ************. Thank you for shopping with ************** Furniture.

  Customer Answer

  Date: 12/16/2024

  [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

  Date:10/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I AM NOT LIABLE FOR THIS DEBT WITH JORDANS. I DO NOT HAVE A CONTRACT WITH JORDANS THEY DID NOT PROVIDE ME WITH THE ORIGINAL CONTRACT AS I REQUESTED

  

  Business Response

  Date: 10/28/2024

  Good afternoon *****,

  Thank you for bringing this matter to our attention and we would be more than happy to assist you with getting this matter resolved. I was able to locate your account. I have called and left a voicemail for you at the number you provided. If you would kindly call ************** at your earliest convenience. Thank you for contacting Jordans!