ComplaintsforJ & K Home Furnishings / Mattress ZZZS

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 11/2022 we purchased a basset 3706-p62p sofa for the amount of$2799.00. within 6 months the leather fabric faded. within 1 year the mechanics failed. I was told the no warentee for fabric and additional charges to repair mechanics. sofa has 1 year on fabric 5 year on mechanics. customer service unsatisfactory, rude, offer no remedy.

  

  Business response

  02/02/2024

  The manufacturer refused to replace the item because of a foreign substance that was on the fabric where it faded . We ordered the new parts to make this customer happy . *** went out on Tuesday the 30th. He changed out the complete back that was fading. He put in a new motor and switch. Everything was working properly and the customer was happy when he left. We are sorry there was a problem and happy that this was resolved.

   

  Thank you ,

  *****

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a mattress on 7/24/23 for ******** I was told that I had a 10 yr warranty. Now less than 6 mo. Later the mattress has sunk to a level worse than the one I replaced.they told me that it wasn't bad enough to do anything about. All I want is a fair solution.thak you.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ******* Furnishings ************************************************************************ ************ Tranaction Date; 5/25/2023 Amount of money paid $6,097.00 but the company only refunded me back $5,487.30 Dispute: I believe I should be refunded my full amount or store credit. Balance ($609.70)6/5/2023; I contacted ******* Furnishings to cancel order. Per their company Terms & Conditions of Sale, Number 2, letter b. states in/stock items may be cancelled for full refund or credit up to 72 hours prior to delivery. (Please keep in mind no one had contacted me to schedule a delivery date.) I tried canceling order before a delivery date was scheduled. I spoke to ************************* Store Manager, and she stated I would be charged a 25% restocking fee. She stated my furniture was in stock and I needed to schedule a delivery date. I didn't want to pay a 25% restocking fee. I scheduled a date due to being pressured/intimidated about the 25% fee. I reviewed the Terms again, and called ************************* Store Manager back and stated per your terms the 25% restocking fee will be charged for custom ordered products. I stated that my order was NOT custom, and was in storage and available. I reinterated per the Terms I could cancel for full refund or credit. ************************* stated she had never encountered this before and she would call me back. ************************* Store Manager called me back and stated I could cancel but I would be charged a 10% restocking fee. PLEASE NOTE: I was charged 10% restocking fee which is the same for customers after a completed delivery. My furniture wasn't delivered and I canceled before scheduled delivery. I stated that they needed to update their policy because it clearly stated I could cancel if prior to delivery. I felt this was not good customer service and not in good faith. The terms mislead customers. I have a copy that I can add as well if needed. Thank you in advance for your assistance.

  

  Business response

  07/10/2023

  ************************* entered our showroom several times before placing her order on May 25th.  
  The items she decided to purchase were not in stock at J&K Home Furnishing and a purchase order was created to fulfill the order for in-home delivery later.  Her product arrived on Friday 6/2/2023;  The customer was not contacted immediately to schedule her in-home delivery because our warehouse is closed Sunday and Monday . When ******* called on Tuesday, the 6th of June stating that she wanted to cancel the order.  I explained that her order had arrived and we were ready to schedule her in-home delivery.  Why did she want to cancel the order?  She said that her husband did not like the color.  I asked, "Has your husband seen the color in person prior to order?"  *************** answered, "No, only from a picture and he does not like it".  I then stated that she could cancel her order except there would be a 25% restocking fee.  *************** had already read her Terms and Condition about the restocking fee because she stated that she knew that she could cancel her order 72 hours prior to delivery.  Unfortunately, I explained that her order did not fall into that category of our Terms and Conditions of her sale. Her items were not routinely stocked with ******* Home Furnishings and were ordered from the manufacturer's warehouse. I called *** our operations manager and spoke with him about the order and got approval to reduce the restockimg fee from 25 % to 10% to try and make ************** happy .  I did call *************** back to let her know that I did ask for the stocking fee to be negotiated from 25% to 10% to cover the extra cost of sellimg this product .  I explained ******* Home Furnishings Terms and Conditions; she didn't agree with the verbiage; but understood my explanation and thanked me for my time and efforts. 
  *************************

  I have personally reviewed this complaint with ************************* our store manager who spoke directly with *************** and has commented above about her interaction with *************** . The product that was ordered is not a routinely stocked product and we ordered specifically for ************** . I have attached the signed terms and conditions of the sale . The terms and conditions are clear . ******* Home Furnishings cannot cancel and return this product to the manufacturer . We must put it on our floor and sell as floor sample off our floor . ************** just does not want to accept the fact that this product is not a routinley stocked product . ****** thought her solution with reducing the restocking fee from 25% to 10 %  resolved this issue and was very fair to ************** . We are surprised after our efforts to make ************ happy that a complaint was filed when the facts are very clear . We pride ourselves as a local business for over 26 years with the highest ****** furniture store ratings to treat every cusomer as they were our family . Over 60% of our business is repeat and referral customers .  I will try to make ************** happy and offer her a store credit fot the 10% restocking that was charged  that she can use in any of our 7 stores to purchase any product she would like for the next 12 months . My sincere hope is this will make *************** happy .

  Thank you ,

  **********************;

  Owner ******* Home Furnishings 

  Customer response

  07/11/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a power reclining Love Seat and Sofa for total of $5005 on 8/12/22. Both were delivered on 9/16/22. The reclining mechanism on the love seat recliner was malfunctioning upon delivery which caused the seat to sit uncomfortably and at an angle. The supervisor and technician came on 10/1/22 and determined it was defective and had their office to order a new mechanism on 10/3/22. From 10/1 to 11/29 had no contact from ***. Called on 11/29 to check on status of part and to report another issue on same side where the footrest was stuck in up position. They had no ETA on part and said a technician would come on 12/10/22 to check on footrest issue. No one came on 12/10 so called on 12/10 and they said technician was sick and would come on 12/17. Asked for a manager and got transferred to ****** in customer service. He said he couldn't do anything but send another email to Flex Steel. After a lengthy discussion I asked if he could put a rush or talk to someone at Flex Steel and he seemed completely uninterested in helping me and said all he could do is send an email. Called my sales person ********************* and explained the situation, She got her boss involved and said that a man over operations, *****************, would call me on 12/12. I DID NOT get that call. Tech came on 12/17 and determined that due to faulty mechanism and recliner sitting at a bad angle, that wires pulled from the motor. Expressed our displeasure and he completely understood. He said he would talk to his boss and have him call me. I did not receive that call and no one has contacted me at all. It is 3 MONTHS later, and we have a new piece of furniture that is worthless that we paid $2399 for. I called today and they have no ETA on part. I'm getting absolutely no service from them at all and have furniture I can't use that was delivered defective!!!

  Customer response

  01/16/2023

  This complaint is being resolved directly with the company. They have agreed to replace the loveseat that had the issue upon delivery. The expected delivery of the replacement loveseat is 2/10/23. I would like to have this complaint removed from the website. Thanks very much for your help in getting this resolved.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a leather sofa on 9/5/18. Received it in 10/18. Bought many pieces for furniture from this store and more later from sister stores. The sofa was 999.00 according to the receipt I have. We paid for the 5 year protection plan also on the receipt. The sofa has been fraying and splitting at the seams and the sofa is not used hard. I have called the office four times and on the third call was told to call the protection plan company. Safeware XXXXXXXXXXX. I spoke with a very nice lady who checked on my claim. She could not find us in the system and she said she checked it all. She also promised to have someone from her customer service department call or email me, but never did. I called J&K again on this past Tuesday at 10:40 AM. The same man said he would fix this and if I didn't hear anything by today I should call him back. I have been very nice through all this but I'm tired of the run around I can prove the purchase and the calls I have been making to fix this but I guess I need help now.

  

  Business response

  04/06/2022

  Consumer Response /* (2000, 8, 2022/04/06) */ ****, Thank you! J & K did contact us directly and offered an in store gift card. They say they no longer carry this company because of issues like this so replacing this sofa is not likely. We have been in several of the stores and checked things out and although the gift card will not buy a new sofa, we will take the card and find something else there, they do have a lot to offer. We will continue to look around and perhaps find a new sofa somewhere else. Thank you so much for your help, and we can cancel this complaint now. ****** *******

• Initial Complaint

  10/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 5, 2021 I purchased a custom made sofa and a custom made Loveseat along with a stock item Accent Chair. I put a down payment of $3,595.00 deposit with balance due upon receipt of puchases. I was never informed that the custom made furniture was made in Vietnam. In May, 2021 I received a call that my furniture would be delayed until the middle of October, 2021. On October 9, 2021 I received a call from my sales person Betsy F******* that my sofa and loveseat were in now but that the store had sold my accent chair and no other chairs would be available until December. I asked that the chair be cancelled. Ms. F******* did not offer any discount adjustment for the store having my down payment for 7 months. They did take the cost of the chair off my final payment. I do expect payment for interest the store earned on my 7 month wait and the fact that they sold the chair I had purchased.

  

  Business response

  12/13/2021

  Business Response /* (1000, 8, 2021/11/03) */ Miss ******* ********** made a purchase of March 5th 2021 and as reported by her she made he required deposit of 70% of special order items. As with all manufacturers delays due to covid and the severe freeze in Texas crippled the foam industry for months and still has residual effects. Miss ********** was misinformed the custom sofa and loveseat were produced in El Paso Texas not overseas as mentioned in her complaint. Miss ********** states that her chair had been sold this is not the fact. Her chair along with others are on a purchase order still that have not been received due to the covid and weather issues stated above. Since her chair order was the oldest outstanding J&K tried to accommodate by reserving the same chair from one of our other showroom locations but our inventory was not accurate and no chair was available In regards to a refund for interest earned during the order all orders are required to have a deposit and if an order is canceled only the amount of deposit is returned less a restocking fee on special orders in most cases. We contacted Miss ********** and discussed the complaint with her and further tried to resolve by reinstating her chair order with a discount for her trouble but she declined. She would not do a follow-up letter with the BBB on our attempt to resolve. J&K strives to make every customer experience with us a pleasurable one and maintains a high and ethical standard of business practice. The chair was sold at $ 509.00 and the deposit was $ 356.30 . The interest at 3.25 % for 214 days at 3.25 % interest is $ 6.89 cents . If Ms. ********** would have advised J&K this was a issue we would have been happy to refund this amount even though we have no control over the supply chain disruption . I will issue check to Ms. ********** for $ 10.00 . I apologize for any inconvenience. Consumer Response /* (2000, 10, 2021/11/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response /* (3000, 12, 2021/11/05) */ Mr. M****** only offered me a discount on the chair and wait until December delivery. Also he stated that I should have not filed a complaint with the 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. ↩