Complaints

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

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  Just Furniture

  2499 Northampton St Easton, PA 18045-2764

• 

  Just Furniture

  41 S West End Blvd Quakertown, PA 18951-1138

• 

  Just Furniture

  4750 W Tilghman St Allentown, PA 18104-3213

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  Just Furniture

  3500 N 5th Street Hwy Reading, PA 19605-1704

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  Just Furniture

  122 Mill Rd Oaks, PA 19456

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:11/09/2023

  Type:Delivery 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.

  Was delivered the wrong mattress that was put on invoice. Have photos of one i was supposed to get and of the one received. Also, the mattress is not what I ordered. I ordered one that was soft, had some flex/ bounce like a pillow top & sides were firm. The one I received is hard as a rock, sides completely drop when I sit on it & I already fell b/c its not like the top part & it’s really high up. Tried to contact ******* the sales person and he said store in Springfield is closed. Asked for the managers name & he said he didn't know the last name but it was ****. How do you not know your managers name? I have photos of all these texts as well. Tried emailing ******************************* & got no reaponse back via email. They called me & were very rude & said that the delivery guys fell outside my place, which is a lie b/c i was with them the entire time. He wouldn't help me with my return at all. May just file a claim for court and battle this out, unless they do the right thing & give me the correct mattress. This was delivered at 9pm on a Friday night & dark outside. I reached out the next day for a return ro get the correct mattress i ordered & am not getting any help. There is so much more that happened that I have proof of, but am only looking for a replacement mattress or my money back. If not, then i will plan to produce those as well as photos of what went down that night.

  Customer Answer

  Date: 11/20/2023

  In view of this complaint , Just Furniture went out out of there way to make us very satisfied with our transactions n to exchange our mattress . Thank you ************************* for good customer service 

  Customer Answer

  Date: 11/20/2023

  Please cancel complaint! Very satisfied with just  furniture.

  Business Response

  Date: 11/29/2023

  To whom it may concern , we reached out back to ***************** and heard her complinet .
  After talking to her briefly we went and changed her mattress last week to the one she was referring to . Her delivery for the exchange was done and we called the customer to make sure she is happy with the new mattress that just delivered  ,  ***************** confirmed that she is 
  very happy with the new mattress and will definitely keep doing business with us in the future.
  Thank you so much for your time on this matter .
   ***************** . Quality control service manager . 

• Initial Complaint

  Date:12/02/2022

  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.

  I ordered a couch in October at the facility in Easton, PA. First of all, this place is extremely unprofessional to start. Second, I was told the couch would be here by the end of the October. Then I was told it would change to November 7th. November 7th came and no couch was delivered. I called again & the woman told me shipping issues so it will not be here till the 14th. The 14th comes and only half the couch comes! I call again and she says the rest will be here before the 19th since that is when I needed it by. The 19th comes, the couch is not here. I call again and am told the rest will be here the 25th. The 25 th rolls around and IT IS STILL NOT HERE! Then, she says it will be here the 1st of December. Mind you, their wait time for delivery is 10 am - 8 pm! Which is ridiculous even if I have requested multiple times a shorter time frame since I work… Also, I was supposed to receive a call 30 minutes before delivery, the call did not happen! They called when they were outside so I had to leave work and rush home. Yesterday was the first and THE COUCH DID NOT COME! I called and she said she thought we agreed on the second which I never did! She was extremely nasty on the phone and unprofessional. I asked for a discount since this experience has been the worst experience I have ever been through purchasing anything! I WANT MY COUCH & A DISCOUNT OR I WANT A REFUND! I will never shop here ever again & would like to get in contact with corporate.

  Business Response

  Date: 12/21/2022

  This customer purchase 3 pcs sectional and ottoman on October 15 . On the point of sale, we explain *************** that Normal order can take approximate 8 weeks to arrive , however the company have some pieces from the sectional in stock  and we can schedule her for November 17 for those pcs with the ottoman and back order just the last piece of the sectional. *************** accepted the offer and knew from the beginning that one piece will be about 8 weeks . Since she didnt want to wait full 8 weeks she requested from us to provide 2 different delivery ( with NO charge to her ) and we set her up for the first delivery on November 17 . After 10 days the last piece of her order arrived to our warehouse and we contacted her to schedule her for the 2nd delivery as we agreed. *************** was not able to receive delivery till Friday December 2 from work issued . And we deliver the last piece on that day according to her schedule and completed her order . We truly believe that *************** trying get price reduction and partial refund for no reason. After we did everything according to the agreement with her on the point of sale. We called several times and explained to her about the last piece that taking little longer then the other but we are still in the promised time frame which is 8 weeks . We will contact *************** again and we will try to accommodate her in order for her to be fully satisfied. Thank you so much for your time in that matter . Shay L******** . Service manager.

• Initial Complaint

  Date:10/27/2022

  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.

  my husband and i purchased a queen memory foam mattress and a split box spring from the oaks just furniture july of last year. the employee that filled out the order didn't fill it out properly. the order never got placed. it took us months to find that out then to find out that the mattress we had ordered was discontinued and not available. took several more months to find another one. they said it was at the warehouse in pottstown and that we had to pick it up. my husband went to the warehouse several times and was not able to get into it. a little over a year later and we still do not have our mattress or split box spring and are out $800~ worst store and no communication or professionalism what so ever. worst experience i have ever had buying furniture

  Business Response

  Date: 11/21/2022

  Thank you so much for reaching out to us. This order was placed in our store in july 2021 , and now the customer claims that the " salesman "did not write on the invoice correctly ? Well , we found it very odd that the customer just  remembered now . We definitely can take a look at **** ******s  invoice if she can email it to : [email protected] . our invoice indicated there was absolutely no charge for any mattress and there is no mattress specified in any one of the descriptions and we highly doubt it that the sales person " forgot " to write on the invoice . 
  We always encourage our customers to check and we are definitely going over the invoice with them before we ask to sign . we can assure you that ***** ***** did not charge for any mattress of any purchase that was done last year . We truly like to go over her copy of the invoice and definitely to look at the details of all the items that are specified on her copy . Please feel free to email us the copy of the purchase invoice this way so we can explain to her what she got charged for . 
  Thank you so much for your time on this matter . 
  Shay L*** , Service manager . 

• Initial Complaint

  Date:10/14/2022

  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.

  It has been almost 8 weeks since we paid in FULL for a sofa to be delivered within 2-3 weeks. This was stated on our receipt even. A full refund was requested as a result. The manager was rude and crass to us over the phone and refused to refund us. We have been given so many different reasons and dates for this delivery issue. My grandmother is visiting this week and we are now stuck with no other options. I guess we will be purchasing another sofa and just paying for this one until our lawyer sorts this all out. Just so heartbreaking.

  Business Response

  Date: 11/04/2022

  See Attachment

• Initial Complaint

  Date:07/16/2022

  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 furniture in Feb 2021 delivered in end of month. All was great then fast forward to Dec 2021 my couch broke I paid for a warranty. Reached out to warranty company filed claim ect. Followed all the steps I was supposed to. Over 80 emails and several phone calls with store and warranty company 8 months later my furniture is still broke and only getting worse. The one side sometimes closes but opens at touch which means someone could get hurt. The other side does not open at all. I don't think at this point it can be fixed needs to be replaced. I have done everything they have asked and I have been more than patient but I'm at my wits end here. Note I am still paying for the BROKEN FURNITURE.

  Business Response

  Date: 08/18/2022

  Good afternoon , we responded back to that complaint since we would like to clarify the process with ******************** , she purchased with us back on the 2021 living room set . She also purchased an extended warranty that covers accidental damage and DOES NOT COVER frame and mechanism damage . It was very clear and explained the point of sale to the customer . We delivered the product in a perfect condition and as evidence we have a signed document by the customer. After several months she complained and emailed us that she had a problem with the set and we immediately responded back to her and sent someone to take a look at what was on the sofa . immediately we identify that it is a mechanism issue . We explained to ******************* that our vendor did not cover the frame issue after 6 month and it was never delivered in this way ( was delivered in perfect condition). ******************* insisted on involving the extended warranty and we did provide all the information including tel number , policy number and how to open a claim with the extended warranty even though we explained to her that this damage does not fall under accidental damage and we are not sure if they will cover that . It is very important to mention that extended warranty is a third part company that communicates with them via phones and emails.  
  We are definitely eager to help ******************* and willing to satisfy her in the best way we can without any cost on her part ,and waiting for the warranty company to decide how to move forward. . we will keep ******************* posted  of every step that the warranty will notify us and hopefully we can get to a resolution.
  Thank you so much for your time on that matter . Shay L*** , Service Manager . 

  Customer Answer

  Date: 08/19/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Just need to add I was absolutely told that the warranty covers everything electric Part because it has USB ports built in and reclining portion. They sent a guy out to look and repair portions that they did not want me to tell warranty company.  I did most of my communications with them VIA email so I do have emails from just furniture stating that the warranty company should cover it and that they will do what they can to help move the process along. I played ring around the Rosie for 8 months prior to this complaint all while still paying 117.00 every 2 weeks for broken couch and running the risk of someone being injured on the piece of broken couch. I also actually bought my set online so I have all the responses back and forth with the sales man because all communications was done online. All emails and sales communications were saved incase there was an issue like I  do with my receipts. 

  I hope there is a resolution very soon so we can put this behind us so 1 nobody gets hurt and 2 I'm paying for broken furniture. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/08/2022

  Type:Delivery 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 recently was in Just Furniture, Quakertown PA & financed a sofa bed. It wasn't in stock, which is fine, & was delivered within reasonable time. The problem is it is missing the arms. Contacted the store, & am still waiting(about 2 weeks) for resolution. Store said they were calling warehouse & manufacturer. I've been told this numerous times, with promise of call to update me. For more than a week I've not even gotten a call or text. No contact at all. I paid a down payment & have started finance payments. 

  Business Response

  Date: 07/05/2022

  We responded back regarding this complaint by letting you know that this customer ***** ***   ***** Received the last piece yesterday ( june 28 ) and by doing that her order was completed.
   We contacted her this morning to  make sure she is satisfied and she confirmed that she is happy and satisfied and wishes to remove the complaint. We also notified her that she can contact us any time for any further service and we will love to help in any way we can .  Thank you so much for your time at this matter and please feel free to contact us if you have any questions to : justfurniture1@************    , thank you .

  Customer Answer

  Date: 07/05/2022

  Yes am finally satisfied with the service. Thank you very much.
  
  *** *****
  

• Initial Complaint

  Date:05/10/2022

  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 bought a 3-piece living room set and an extended warranty in May 2021. 2 pieces were delivered to our home in July 2021. The original sofa had a rip. It took 6 weeks but they replaced it and sent the 3rd original piece. Then right around Thanksgiving 2021 the sofa frame and springs broke in the middle section of the sofa. I called the store to try and resolve it. They sent me to the extended warranty company, *******. I filed a claim with them and they came out, took pictures and said that they would replace it. However, 3 days later they called back and said that I didn’t have a warranty with them. I called Just Furniture back and they said that I actually had an extended warranty at ********. So I called them and filed a claim. I got an email back saying that I didn’t have warranty with them. So I called Just Furniture back. They said that I did have a warranty with ******* and that it was verified by the store manager. So I called ******* back and there is an extended warranty, however, since the original damage was and still is within the first year that it is covered under the original 1-yr manufacturers warranty and that Just Furniture needs to handle it. I called Just Furniture back again. This time the store manager says that he won’t fix it or replace it because it should be covered under the extended warranty. This has been going on for 6mo and there still isn’t any type of resolution.

  Business Response

  Date: 06/06/2022

  We are responding back for that case because we feel like we did anything we can to accommodate this customer . ********* did buy for us a living room set , at the point of sale he purchased an extended warranty that had been provided and registered under his name, at the point of sale we explained to him that the warranty covers ONLY sudden damages and does NOT cover any Mechanism or frame issue . We Also explained *** ****** that the manufacturer warranty is limited for 3 month on frame and mechanism .
  on december 27 , *** ****** reported for the first time on the sink in the sofa that was 5 month after his delivery date, we forwarded the pictures to ****** and came back to us that the sofa does not stand by the manufacturer standards and denied his case . *** ****** chose to report to the extended warranty on this damage even though he knew the extended warranty covers only sudden damage like rips , burms , punchers , and cleaning issues and they sent a technician to he's us which also denied his case . on that  point we offered *** ****** that we willing to serve him as courtesy and in a good customer service , we offered him that we can get him technician to repair the sofa and we will pay for it and he just need to the proper facility in easton this way the technician will be able to repair it ( can not be done in the customer house ) .
  Our offer still stands , we will pay %100 for the repair and all *** ****** needs to do is to transfer the sofa to the facility. This way the technician will be able to replace the parts and repair the sofa WITH NO COAST TO HIM .  
  Any question or concern please contact us back to [email protected] 
  Thank you so much for your time on this matter. 
  Shay L*** , Service Manager. 

  Customer Answer

  Date: 06/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  This place is lying about the warranty and clearly not trying to fix the situation. ****** offers a LIFETIME warranty on FRAMES not three months. I would like a replacement/repair and a full refund.
  
  Regards,
  
  **** ******