ComplaintsforM Jacobs Fine Furniture

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Found Cabinet Sleeper Chest=*** at M. Jacobs Furniture at ******************************, conducted a thorough review of chest, minor scratches, but all mechanisms worked properly.* 9/26/2021: Purchased *** along with several other pieces * 9/29/2021: Delivered, delivery crew noted when reassembling that the drawer glides were broken and needing repair.* 10/4/2021: Reached out to M. Jacobs regarding damage, spoke with ***** who arranged repair * 10/8/2021: *** came to our house, indicated that a drawer glide needed to be ordered.* 11/5/2021: ***** approved ordering replacement part for drawer glide mechanism.* 12/30/2021: Contacted ***** to see when glide would arrive, he indicated part was on back-order and it would be 6 months.* 5/26/2022: Contacted *****, he said part was still on back-order * 9/9/2022: Reached out to new warehouse manager, who refused to provide replacement part.* 10/3/2022: I initiated contact with ******, General Manager of M. Jacobs regarding issues with the *** * 11/15/2022: ****************** agreed to send repair person to fix cabinet chest on 11/21/2022 * 11/21/2022: *** arrived to repair ***, he repair was complete, demonstrated by pulling out ***, only showing right side. The left side of the *** did not connect to the glides by 6 inches and the drawer runners were not wide enough.* 11/21/2022: I called ****** and LM regarding the failed repair.* 12/5/2022: I called LM for ****** * 12/28/2022: I called LM for ****** * 1/25/2023: I spoke to ******, he agreed to a reselection, I requested the *** and he indicated that it would be better if the *** was picked up at the time of delivery of our new piece(s) of furniture. No time frame for exchange.* No contact from 1/25/2023 - 2/24/2024, my mother health lapsed, passing Feb-23, I accepted a position in ********, ** moving May-23 * 2/24/2024: I notified M. Jacobs of reselect pieces, Manager *** denied * 2/26/2024: LM for ****** * 3/5/2024: LM for ****** *3/23/2024: ****** refused reselect.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In Oct. 2022, I placed an order for a sectional to be delivered in Dec., approximately Dec. 23. When the sectional was delivered it did not fit in my living room nor meet the specifications (I.e.measurements) that I had provided to Sales person. I did not sign off on delivery and in fact, the delivery people had difficulty getting the separate sectional pieces to go together. I asked that sectional be replaced with one that would fit my specifications and fit in my living room. Couch extends 1 1/2 ft. In front of my front door and on other wall is 5 ft. Short. M Jacobs has placed all blame on me stating I signed invoice but invoice does not list dimensions of product I purchased and for me, relying on the expertise of the sales person, impossible to realize wrong pieces were ordered. I am trying to negotiate with local store and have call in to regional manager with no luck so far and am stuck with a huge albatross.. I have a sectional that does not fit in my living room. The sectional was ordered for my business. I run a residential care home for young women with addiction and mental issues. I had to cancel events planned over the holidays which included visits from parents and educational consultations who do referrals to my business. M Jacobs refusal to replace sectional with the correct configuration has not only caused emotional distress but has negatively impacted my business. I am still trying to negotiate but have little confidence that my claim will be addressed.

  Business response

  01/23/2023

  Attached is the Sales order where ******************* purchased the sectional on 10/31/22.  The second page is the pieces that were purchased, this is turned in with every special order to make sure that we order the correct pieces for the customer.  As you can see on the sales order ******************* signed off on the line that states that this is a special order and is not subject to cancellation or refund of deposit.  We ordered the pieces that the customer picked out in the store.  I am sorry that they do not fit in the location that she had planned for them, but these are the pieces that were ordered.  

  Customer response

  01/24/2023

   
  Complaint: 18656089
  
  I am rejecting this response because:I provided MJacobs with the dimensions of my walls, indicated to them the pieces of the sectional I was interested in and relied on their expertise ( which they assured me they had) to choose the pieces that fit the dimensions I gave them.  As a lay person you cannot tell by schematic which of the pieces would not have fit.  On the invoice they use piece numbers that I did not know the meaning of.  They assured me that these pieces would fit the dimensions of my walls.  I have spokent to some other people and stores and have been told that the sales person gave them a layout with the pieces that were chosen and told them to go home and make sure pieces would fit.  I received nothing like that.  The delivery people had real difficulty assembling the pieces and had to use pliers in order to get them to fit.

  When I called in they refused to even talk to me about how we could fix the problem and kept telling me what expertise they had.  They ordered the wrong pieces of furniture and will not take any responsibility for that.
  Sincerely,
  
  *************************

  Business response

  02/16/2023

  The customer came into the store and found the sectional she liked.  She told our sales associate that she had to go home and measure.  The sales associate gave her the handout with all the dimensions on it so that she could select the pieces that she wanted.  When she came back into the store, she told the sales associate the specific pieces that she wanted.  At no time before ordering did the customer provide the sales associate with the dimensions of her walls.  We ordered the pieces that the customer requested that we order.  Since the customer had the handout with all the available pieces in the group and the dimensions of those pieces it is her responsibility to ensure that it would fit her house.  

  Customer response

  02/21/2023

   
  Complaint: 18656089
  I am rejecting this response because:  I patently reject and disagree with the information provided to you by M. Jacobs.  After my initial contact in the store with *********, the Sales Person, I went home and the next day I provided them with the dimensions of my walls and paid for the sectional.   On the schematic they provided with the different pieces it was the Sales Person that circled the pieces for the order not me. 

  They did not go over the dimensions of the pieces with me but assured me that they would fit to the dimensions I provided.  If you look at the schematic it does not make clear the dimensions and I do not see where there were any indications of the length of the Sectional nor the loveseat.  The numbers and letters above each item on the schematic was not explained to me.   I relied on their assurance that the pieces would fit my dimensions. The cuddler does list the dimensions.  They assured me of their "expertise" more than once and when I went back after the delivery, which was in itself a nightmare as the delivery people could not get the sectional to fit together, they not only told me that they were not responsible but would do nothing to help me fix the problem.  

  I sent my mother in to speak with them because I was so upset.  She took a copy of the dimensions I had provided.  She is my bookkeeper and had made a file for this purchase.  They told her they had 20 years expertise and it was an error on my part. I have provided pictures that show the sectional. I have a couch that does not allow for opening my front door and does not totally fit on the other wall.  If they are not willing to fix this problem, I have no choice but to go to Small Claims Court.  

  
  Sincerely,
  
  *************************

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On or around February 15th 2022 my wife and I purchased a complete bedroom set +an additional nightstand and custom storage bed frame. When discussing the purchase with the salesman we were given an aproximate turnaround time of 4-6 weeks due to the bed frame being "custom." After hearing nothing for 6 weeks, we called the salesman to get an update, at which point we were told it would be another 4-6 weeks. This continued until May 12th when we were finally scheduled for delivery for our entire order. During the delivery process, the walls of our stairs were bombarded with dings. The delivery driver also used our bathroom to p*** Once delivery was complete, the one of the workers approached my wife to sign for the entire delivery. Upon inspection of our bedroom, it was clear that our entire order was not delivered. We were still short one nightstand and the bedframe was not the custom frame we ordered, but the standard frame. After contacting the store again, we were told it was still on order. It was as if they had no clue that it wasn't on the truck nor was it even available to be on the truck, yet it was scheduled for delivery. It is now June 29th 2022 and we have not received these two pieces that we paid additional money for.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife and I went into this store looking for a couch in about June 2021. We settled on a style of couch but opted for our own color. The couch would need to be custom-made and delivered as a result of the wait. Our salesman was **** ********* for the couch was mentioned. I asked if insurance covered pet damage, as we have dogs. We were told yes, insurance covered pet damage. We were not informed there were two different insurance options (one $299.99 and one $319.99). We made a partial payment and awaited completion of the couch. When the couch was closer to shipping ( shipped Nov 2021) we paid over the phone, at which time insurance was added and paid for. Again, no mention of two insurance options - we just said we wanted insurance because they had previously told us that INSURANCE COVERS PET DAMAGE. They gave no qualifications or exclusions and were aware that we needed pet coverage. Apparently this call was not recorded. Fast foward to May 2022 - the couch suffered pet damage and we contacted insurance to have it repaired. We were told that insurance doesn't cover pet damage because we purchased the ************** (Not Pet + Gold). Contacted the store to explain that they sold us the wrong insurance and to correct it. I spoke to the floor manager, ***, who essentially said he would contact insurance but doesn't expect them to help, and that he would contact the regional manager but that M Jacobs was unlikely to help. They took no accountability and never returned a call to me after contacting the regional manager (if he did contact them). We want the couch repaired consistent with our expectations when we purchased the couch and insurance. As explained to ***, why would anybody pay $2400 for a custom couch, and then buy the $299.99 insurance instead of $319.99 insurance after specifically asking about pet coverage? Nobody would. The company is in the wrong and doesn't seem to care. Anybody purchasing insurance should record everything involved.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a leather couch and we were encouraged to buy the additional warranty available. We did. Within a year (or less) we noticed several areas on the couch that were "worn", It looks like the leather has worn off. I immediately contacted MJacobs who referred me to the company providing the warranty. I contacted that company and sent pictures of the damage. They denied the claim. I then contacted MJacobs to discuss why this would not be covered. I spoke with ***** at MJacobs. ***** told me that since COVID the warranty company had been denying many valid claims. He said he would contact them and get back to me. He asked me to send the pictures of the couch to him, which I did. After about 3 weeks, when I hadn't heard anything from MJacobs, I called again. I was told ***** was out but they would get my message to him. I did not receive a return call from MJacobs. After another 3 to 4 weeks, I called again. I asked to speak with a supervisor. The woman who answered the phone, *******************************, asked me to explain what my call was about. I did. She told me that ***** was now in a different position but that she would look into this and get back to me. She asked me to forward the pictures to her, which I did. That was May 11, 2022. As of today, June 15, 2022, I have heard nothing! I have been trying to work with MJacobs on this matter for the better part of 4 months.

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