Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a recliner from this business on 7/24/23. I paid over $1000 for this recliner. After receiving the recliner, it was comfortable and my wife liked it. After a couple weeks as she was reclining with our infant, the recliner went straight backwards to the floor. After getting into contact with ********** *****, who the recliner was purchased through, they contacted Jackson Catnapper. A new recliner was sent to replace the faulty one. After a week of having the replacement, the same thing happened. The metal frame on the bottom bends outwards and makes the recliner where it doesn’t recline and the foot rest doesn’t operate. I tried to contact ********** ***** again, but was told I would have to contact Jackson Catnapper. After dozens of phone calls and voicemails, I could never get ahold of them. In January 2024, I had to move away for eight months for training for my job. Now that I am back, I am back to having a $1200 piece of junk recliner that I can do nothing with. You can’t get ahold of Jackson Catnapper whatsoever. This is ridiculous. The quality of this furniture is very poor.

  

  Business response

  10/23/2024

  I apologize that you are having issues with your recliner.  We can't refund since you purchased from a dealer, not from Jackson/Catnapper.  However, we can send a service technician to repair your chair.  Our Consumer Relations Specialist, ***** ****, has reached out to you regarding the repair.  Please continue to work with ***** for resolution.

  Thank you,

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased ********* recliner on 2/3/24 has manufacturer warranty until 2/3/25 I contacted Jackson furniture on 9/6/24 They sent a technician from ********* ********* ******* whom stated that the Jackson ********* needs a part to be replaced as it was bent and that is was making the ********* not work properly. He did state it needed to be approved by Jackson Furniture to order the part. I got a message from *** that I had a package arriving From JACKSON FURNITURE IND (PARTS)Scheduled Delivery Wednesday 09/25/2024 2:45 PM - 6:45 PM The Consumer Relations Specialist never mentioned I would be receiving the part for the ********* Four weeks from original contact with Jackson furniture On 10/2/24 a 2nd technician shows up at my door and stated he was here to fix the catnspper after looking at the ********* he stated that the part in the box that I had received from *** and jackson furniture was not the part needed to fix the catnspper. The 2nd technician stated He would let Jackson furniture know that another part was needed. The company Jackson. Furniture and the consumer relations specialist send me an Email that stated “ Per all the information for the repair company they have called and set up service for you. I am showing that ********* have been very professional and did what was promised” That email stated nothing but lies they have not been professional with me or have not done what is promised. What is promised is what is on the warranty and that’s to fix the ********* recliner. I’m a customer I bought a product from Jackson furniture ********* it has a manufacture warranty. The ********* broke in less than 8 months The company needs to fix it . As of today 10/3/24 five weeks later. I have not received a reply from Jackson furniture . The reason I need the catnaper is because i was diagnosed with breast cancer my surgeon recommended a recliner because I needed to be elevated when I slept and also be able to stand with our putting pressure on my chest

  

  Business response

  10/04/2024

  I apologize that you are having issues with your recliner.  For the first year, your furniture warranty is through the dealer from whom you purchased your furniture.  However, because your dealer is out of business, we have made an exception and are trying to help you with your issue.  The service technician ordered a mechanism for your chair when you needed a complete lift base.  A new order has been submitted for a lift base, and a technician will be scheduled to install after you have received this new part.  We are trying to expedite your new part order.   It looks like you have been communicating with our consumers relation specialist, ***** *****  Please continue to work with ***** on this issue.  She should be able to get it resolved for you.

  Thank you.

  Customer response

  10/05/2024

  
  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

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a massage until. The leg lift motor is burned out according to the tech the manufacturer sent out to do an appraisal. He ordered the part and it arrived two plus weeks ago. I was told not to install the part myself since it voids the warranty. The retailer has contacted the manufacturer many times to get the tech back out to install the part, but no response. This covered under warranty. I tried calling the manufacturer myself and left messages, but no response. Please help.

  

  Business response

  09/23/2024

  Thank you for the additional information.  We just received notice that you have an confirmed your appointment with the repair service, ***, for Thursday 9/26.  

  Please let us know if you need anything else.

  Thank you.

  Customer response

  09/23/2024

   
  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

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/19/22 we purchased a couch from ****** *********. It is the Catnapper Power Recline Italian Leather couch made by Jackson Furniture. The following year on 10/30/23 I contacted Jackson Furniture with photos of a broken couch due to faulty craftsmanship. After months of back and forth with the company they finally sent a repairperson out to fix the couch in January of 2024. Now less then a year later the couch has broke again and they are refusing to repair it. I have photos and email correspondence as well as a copy of the warranty. I just want my couch fixed or a replacement. Please help.

  

  Business response

  09/06/2024

  I apologize that you are having issues with your furniture.  It looks like you have been corresponding with our Consumer Service Specialist, ****** *******.  Our warranty states that after one year we will send parts that are warranted at no charge, but service is the responsibility of the purchaser.  If you would like us to send parts at no charge, please continue to work with ******.  If you would like a replacement, you will need to contact the dealer you purchased from, ****** *********.  A replacement would be at the dealer's discretion.  We would be happy to work with your dealer any way we can, if he chooses to replace your furniture.

  Thank you.

  Customer response

  09/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is not a parts problem. It is a frame/structural problem. I was sold a bad couch.The photo with my hands in it is showing that the piece of wood used to support the couch is smaller then the wood used on the other side. It keeps slipping out of place causing the couch to sag and be unusable. This is the 2nd time with in a year that it has happened. The 1st time the couch broke was 10 months in to owning our new couch. It took over 3 months to get it "fixed." Furthermore it is being held together by staples not nails which is also part of the problem. It is not made properly. 
  
  Sincerely,
  
  **** ******

  

  Business response

  09/09/2024

  I am sorry that you feel that your furniture cannot be fixed.  If you want a replacement or refund, you will need to request this from your dealer since you purchased your furniture from the dealer.  If your dealer will reach out to us, we will work with them on resolution (refund or replacement).   If you do not want to go to your dealer, we can send parts per our warranty.   However, if there is truly an unresolvable manufacturing defect, your dealer needs to contact us to resolve the issue.

  Thank you.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This recliner was purchased in December2023 from ***** *********** *** ********* in Albany KY. For $550. By July the material was coming apart at the seems. We contacted the Retailer who sent us to Jackson Furniture. When they were contacted they said that it was the Retailers responsibility as it was less than a year. The Retailer said no because they were no longer a Retailer due to the fact that Jackson was not providing service/support from their representative. Jackson said it is still their responsibility. Here we set 2 senor citizens between two company's and no one wants to stand behind their product. Requesting a refund so that we can go with a different brand

  

  Business response

  07/31/2024

  I apologize that you are having issues with your chair.  Your warranty for the first year is indeed through the dealer from whom you purchased.  If you want a refund, you will need to work with the dealer since you purchased the chair from them.  However, if your dealer is not willing to work with you, as a courtesy we can check to see if we have a Service Technician in your area that can repair your chair.  Please let us know if you would like to proceed with repair, or if you would like to try to get a refund from the dealer with whom you purchased.

  Thank you.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached
  

  On May 6, 2022 I purchased a recliner electric chair from ******* **** ******
  
  I did not purchase the extended warranty at the time of purchase because I was sure there would be a manufacturers warranty on this new chair.
  
  On July 13, 2024 the chair stopped working. The footrest would not reverse and the back of the chair is semi flat.. The motor hums as required, the light is on the power pack and the remote works as well.
  
  My son brought his remote and power pack that he uses on an identical chair with the same results.
  
  I called ******* and they told me it was no longer under warranty and since I did not purchase the extended warranty they would not be able to send a repair person to fix it. They gave me two probable places to contact which are not in my area at all. I cannot imagine the cost for them to service the chair.
  
  My question is, am I going to repair this chair with an independent company, or is there a warranty from the manufacturer that is still in effect. The manufacturers info is above, taken from the footrest.
  
  Thank you for your response.

  

  Business response

  07/26/2024

  I apologize that you are having issues with your chair.  Our warranty states that we will send parts after one year, not service.  If you can get a furniture repair technician to look at your furniture, we can provide the necessary parts.  If you can't find a furniture repair service technician in your area, you might want to call one of the technicians that ******** recommended.  Please let me know if any parts are needed and I will try to expedite an order for you.

   

  Customer response

  08/05/2024

  Attached is information you requested. We had a service technician ***** ****** ************** look at our chair 8/3/24. He determined that the motor needs to be replaced. Any questions please contact *** *****. 

  Per your letter you said Jackson Furniture Industries would provide a replacement part at no cost.

  
  

  Thank You

  *** *****

  

  Business response

  08/16/2024

  We have fulfilled our warranty.   Ms. ***** requested that we send a new motor for her chair.   The part order was placed on 8/5/2024 and it shipped via *** on 8/6/2024.  Tracking number ******************.  *** delivered the motor to Ms. ***** on 8/8/2024.

  Thank you.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a Catnapper love seat locally. The cushions on both sides of it have collapsed. The unit was replaced once but the replacement is worse than the original. Catnapper was going to send a repair person out but the repair company does not cover this area. I have tried for the last month to get ****** *******, the company Customer Relations person. I cannot get her to email me or phone me. This has been going on for most of a year. The seat is impossible to sit in comfortably. Pictures available.

  

  Business response

  06/05/2024

  I apologize that you are having issues with your furniture.  ****** ******* did try to help you - as a courtesy.  It looks like she could not find a servicer in your area.  However, we can't replace or refund - your dealer would need to initiate this as your warranty is through your dealer.  We are willing to work with your dealer on a replacement or refund, but they need to reach out to us.   Please contact your dealer for further resolution.  

  Thank you.

  Customer response

  06/05/2024

  
  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.   Let me say that I appreciate what BBB did since Jackson would not respond to me.   My problem now is the dealer has made it very clear that he is "no longer involved".  So I have a $1200 Catnapper that cannot be used!
  
  Sincerely,
  
  **** ******

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Catnapper couch we purchased, the material started to fray and ball up almost immediately. We had the repair service come out over 4 times, Catnapper sent the wrong repair parts a number of times and finally when they sent the actual replacement materials they didn’t match. I contacted the repair service, the furniture store and finally the manufacturer…..both by phone message and email but they will not even respond. Terrible experience.

  

  Business response

  04/24/2024

  I apologize that you are having issues with your part order.  We have been in contact with the dealer, ******* *********, from whom you purchased your furniture.  We spoke to a representative named **** at ******* *********.  **** said that they are contacting you to get your issue resolved.  If you do not hear from **** or other representative from ******* *********, please call them directly and ask to speak to ****.  

  Thank you.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a ********* power recliner on June 16th, 2023 from a local furniture store, brand new. I reclined the chair over a week ago and it stopped working when I tried to sit back up. I have placed numerous phone calls and spoke to different people at ********* and they keep telling me they don't know when they can honor the warranty to fix it or they don'tanswer the phone. This is ridiculous and fraud. I'm elderly and needed this chair I paid over $1000 for, now I have fallen over it because it's still reclined in my room.

  

  Business response

  02/12/2024

  I apologize that you are having issues with your chair.  Since your chair is less tan a year old, you will need to contact the dealer from whom you purchased your chair.  Your warranty for the first year is through the dealer.  The dealer should be able to handle your issue accordingly.

  Thank you.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In August 2023 my wife, ******* ****** purchased a catnapper couch through *** **** bedrooms. A couch arrived in September and was put on our back porch. Once we unwrapped it prior to bringing it in we discovered there was significant damage underneath and in back/side of it. We contacted *** **** immediately, were asked to send photos, and start a case for it. We put the couch in the garage since we had no where else to put a broken couch we weren't keeping. After going back and forth with *** **** who was basically the middle man at this point, catnapper sends out a piece of fabric and we had to schedule for one of their people to come take pics to see if it could be repaired or replaced. (We ordered a new couch not a broken one needing to be fixed so that shouldn't have even been a question). They finally decide it needs to be replaced and we told *** **** that ******* is in a wheelchair and we need that broken couch gone because it's in her way and that we needed this done prior to Christmas. They said it would be. We have been given excuse after excuse that they've been given from catnapper. Here we are STILL waiting. If it weren't for the fact that the couch matches a chair we have and we sought it out with its specific features for medical reasons, I would have demanded our money back and that the broken couch be removed immediately a long time ago.

  

  Business response

  02/09/2024

  I apologize that you had issues with your furniture.  If you could send me additional information, I will certainly be happy to assist you. I do not see a dealer in our system by the name of *** **** Bedrooms - they possibly are listed under a 'parent' company name.  I also need our order number for your replacement so that I can give you more details regarding expected ship date.    If possible, please send me the serial number from the defective sofa - the serial number should be under a footrest on the ottoman of the sofa, or under a cushion if the sofa is not a reclining sofa.  If you are in doubt which number is the serial number, please send a photo of the tag itself.  This serial number would give me all of the information that I need to research, including the dealer's actual name. Please send this information so that I can assist.

  Thank you.

  Customer response

  02/12/2024

  
  Complaint: ********
  
  In order to give more information I had only 2 options to pick from. With that being said, I have attached 2 photos that were taken of the plastic that was wrapped around the couch. Im hoping that will give you at least most of the information that you need. (Since the couch is electrical and not hooked up or plugged in, I'd probably have to flip the couch to get more information). In the meantime I will ask ******* ****** for any order numbers she might have for the replacement couch.
  
  Sincerely,
  
  ******* ******

  

  Business response

  02/13/2024

  Thank you for the information - it was very helpful.  I contacted your dealer and found the replacement order (PO #*********) was released from our warehouse on 2/7/2024 via ****** ****** *********.   Your dealer said that it is scheduled to be delivered to you by 3/7/2024.  Since your dealer handles the freight delivery, we have nothing to do with this delivery date.   I hope this helps!

   

  Customer response

  02/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Here's the thing, the couch was purchased in August and they were immediately contacted upon delivery of it being broken. The case was opened and we waited a while for your company to send someone to take their own photos of the broken couch and deem it worthy of replacement. (Which in itself was ridiculous based on the circumstances). We were given delivery dates for the new couch back in December as well and that  never happened. You say you contacted them and they gave you delivery date information, but that is also different from what they tell us. Is this normally how you run a business? How many seasons usually pass before you rectify a situation from a consumer that has purchased one of your products? This is completely unacceptable! Nevermind the fact that we've had to store your broken couch in an area that is in the way of my wheelchair bound wife for MONTHS! I don't care who's problem it is between you or the place that sells your furniture. All I know is that it's not our fault and yet you all got your money and we are the ones suffering. Definitely NOT satisfied and how am I to actually believe a couch will actually arrive?

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

*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. ↩