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Complaint Details
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Initial Complaint
03/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a mattress less then 6 months ago (may be longer now that they have taken so long to respond) under order #10211198883. About two months after receiving the mattress it started to cave-in on the head part of the mattress. I contacted Jordan‘s they told me that I had to have someone come look at it after I sent them pictures. The company that had to come look at it couldn’t come out for six weeks. They came two weeks ago I was told I would be contacted last week I was not so I called them yesterday. The person who inspected the mattress said the mattress was definitely defective and should not be doing that less than six months after having it. I finally spoke with a woman at Jordans yesterday who told me that they would send me some kind of plank to stop it from further caving in. I would like the mattress replaced is less than a year old myself and my husband cannot sleep on it and have been sleeping in our kids rooms. The acceptable resolution is a new mattressInitial Complaint
02/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Was delivered a coffee table that was all scratched up, when I called the store to complain they said I would have to go thru the warranty ( GBS) when I contacted them they said the warranty was void due to the merchandise being delivered damaged and they only cover accidental incidents so since this was the delivery teams fault I cannot file a claim with warranty and lost out on a beautiful $600 coffee table
Business response
02/17/2022
Thank you for taking the time to provide your feedback.
I took a moment to review your account. It looks like your cocktail table was delivered on 5/12/2021, however we were not made aware of any damages that *** have occurred during the delivery process. It appears that a claim was filed with Protect All on 2/8/2022 regarding damage to the cocktail table. It was reported that the table was accidentally keyed, and there was a plug-in mistakenly left on the table which also caused damage as well. Protect All made the decision based on the pictures that were sent to them to deny your claim, due to an accumulation of damages throughout the table.
We would be happy to review some additional photos for you of the table, and the damages, to see if it is something that we can repair as part of our pay for service program. Please do not hesitate to reach out to us directly at ************. We look forward to speaking with you soon.
Initial Complaint
02/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought 3 Blue Italian leather couches from Jordans Furniture. I paid insurance on them and before warrantee was up the leather lost the blue color in several parts of each piece of furniture. I was told they were going to replace all of the cushions. after 3 months I called and was told they were already on a ship from Italy but had been held up because of the virus. after another 2 months I was told they had shipped one piece of fabric to cover only the right cushion of the love seat only and that I would be responsible to pay someone to repair it.Initial Complaint
02/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a couch, loveseat and chair from ********* it was delivered on 11/12/2020. If you look on their website it is listed as Seville leather dual power sofa recliner set. After purchasing the *** 5 yr protection plan for all 3 pieces the total **** was $3,910.97. order #*********** (order date was 9/19/2020. The phone # given on order was my husband cell# ************. We assumed that by purchasing the extended warranty we were all set, which was not the case. The so called leather on the couch has chipped off in a couple of places (one big spot on the right side and not where your head would fall) the spot that has chipped off is quite large. I was told by ******** that this isn't covered and if I want it fixed it will cost me another $500, this is terrible. Please help me!! I do have my receipt and pictures but could not upload them, nothing happened when I try to upload them.Business response
02/15/2022
Good afternoon,
Thank you for giving us the opportunity to look into this further. I see that you did speak with a representative and a supervisor on 2/8/2022. Reviewing the photos you submitted of your sofa recliner that was delivered in November 2020, there are areas of color loss on the headrest and footrest on the right side recliner when facing the piece. Color loss is a result of something coming into contact with the leather breaking it down. Contact damage is not something that is covered under the manufacturers warranty. For non-warranted service issues,we offer a fee based service which includes cost of parts, labor, and transit costs should the piece need to be repaired in the warehouse.
The representative did offer to waive the cost of the parts,the transit fee, and 1.5 hours of the 3.5 hours of labor that it would take to install the parts. You would only be responsible for 2 hours of labor. We feel that this is a fair offer which is still available to take advantage of. This offer is valid for 30 days. Should you wish to proceed or if you have additional questions, please reach out to us at ************ and we will be happy to assist you.Customer response
02/15/2022
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,*****
******** is stating that the leather just flaked off because something came in contact with it, so what you are not suppose to sit on it because the so called leather will flake off, how bizarre is that? also, img001.jpg is the most effective spot, it is to the right of where your head would fall in the middle of the back. Since when does leather flake off? I will never shop at ******** again, and will make sure everyone I know hears about my situation.
Business response
02/17/2022
We are sorry you feel this way about the offer that we have made, that we feel is more than fair in this situation. We will be standing by the offer that was made for this repair, covering all costs except 2 hours of labor for the part installation that you would be responsible for.
Please feel free to reach out to us if you would like to proceed with this offer, as it is still available. Our customer service department can be reached at ************
Initial Complaint
02/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a couch and a warranty from Jordans. The couch has had to be repaired by Jordans 3 times for sagging seats and loose arms. Jordans came out again last week and recommended I order a new part for inside the couch and pay half for the part I need. This couch should be under warranty and should be covered in full. I shouldnt have to have a new couch fixed 3 times!Business response
02/05/2022
Good afternoon,
Thank you for giving us an opportunity to look into this further. I was able to review the technicians report and photos from the recent service appointment on 1/26/2022. The technician found that the seat cores were softening and settling. Softening and settling of the cushion foam and fibers are a result of normal use and aging. The cushion materials will conform to the shape of the user. The manufacturer does not consider this a defect in the material.
Where this item has been in your home for a year, it would not be eligible to be returned. We did offer to contact the vendor to get a price quote on replacement seat cores and labor for installation. I see on 2/1, we did get to speak with you. If you wanted to revisit obtaining pricing, I could offer to split the cost of the parts. The labor to install the parts would not be discounted. Please reach out to us should you wish to reactivate the price quote. We can be reached at ************.Initial Complaint
01/31/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I originally purchased a sectional couch on 1-21-2021 for the amount of $10,199.96. After 2 months we noticed different problems with the sectional set. I notified ******** furniture and they said they would give a credit for a new set. So on 8-29-21. I went to ******** and picked another sectional couch which I haven't received yet, and the credit balance of $1000.00 which had to be used by 12-30-22. In December of 2021, I went to ******** to buy a mattress using the $1000.00 credit. They said I could not use the credit until they picked up the original sectional and the new one delivered. At no time did they say I had to wait for them to pick up the original sectional !! Again they never told me I had to wait to use this store credit of $1000.00. It is my credit !!Please use the ************ verifying documents with ********.Business response
02/01/2022
Thank you for giving us the opportunity to look into this further for you. We did get the chance to speak with your son today on the phone. The credit for the original sectional is contingent upon the pieces of the sectional being returned to us. If components of the sectional are returned first, such as an armless recliner or armless chair,then the credit for those pieces can be used towards a new mattress. The remaining pieces of the sectional would be picked up once the new sectional is delivered. We would be happy to review this in detail with you and answer any questions you may have. At your convenience, please contact us at ************. ******************************* is available Monday 7:30am-5pm and Tuesday through Saturday 7am-6pm.Customer response
02/01/2022
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 reject t the resolution by Jordans Furniture. The credit we are using is for a mattress that is going to be delivered to a different address than the sectional was originally delivered to. We need to return 1 piece in order to use the credit because Jordans Furniture will not deliver to another address. We do not have the ability to return 1 piece of the sectional to Jordans.
Business response
02/02/2022
Good afternoon,
Thank you for taking the time to speak with us to come to a resolution. Once you get the needed information about the mattress, we can then move forward with the resolution. You can reach us at ************ Mondays 7:30a - 5p and Tuesday through Saturday 7a-5p
Have a great day!
Initial Complaint
10/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Made a purchase for over $9,000.00, paid half up front. I was told by the sales agent that the balance would be free of interest for 72 months. I recently received an interest charge of *****% for the balance that I owe.I called Jordans and they said there was nothing they could do because the interest free was only for 12 months.I said fine, then I'll pay the entire balance off right now. Mind you this is 21 days after the time period. Jordans told me I had to deal with the 3rd party lender, ******** They said there was nothing they could do. My credit rating has been over 800 for several years. If I were someone with a poor credit rating then I guess I could not complain. But to charge me over $1,100.00 interest for 21 days is rediculous. Please help me.Business response
10/14/2021
We appreciate you taking the time to give us your feedback regarding your situation.
I was able to locate your purchase history and find the order that you made in July of 2020. During this time, we were running a 15% off or 72 months financing promotion. These offers could not be combined together, and looking at your sales receipt, you opted to take advantage of the 15% promotion. On your receipt, it lists the 15% off promotion that was applied to your order, as well as the 12 month financing term that, as you had mentioned, was applied to the sale as well. The 12 month term is what was authorized and sent to ******** for them to **** accordingly.
If there are any more questions that we can answer for you, please feel free to call us at **************, one of our representatives will be happy to assist you in answering your questions.
Customer response
10/16/2021
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,******
Business response
10/25/2021
We appreciate hearing the feedback again regarding your situation.
If the full amount of your purchase is not paid off by the end of your term as agreed upon with ******** they charge interest based on the entire amount that you've financed with them. So, although you referred to it being 21 days after the term ended, the interest charged reverts to the total amount financed over 12 months ago. As mentioned previously these terms are on the original receipt and agreed upon at point of sale. We did review the situation further and found that ******* did extend an offer to you to help with the situation as well. If you have any further questions, please feel free to reach out to us at **************.
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