Complaints

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:04/16/2025

  Type:Customer Service 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.

  The problem is when you need to talk to someone @ ********* Furniture or Jackson Furniture you can't contact any one they have a Phone Number on the website As ************ NO one answers or they have recording to a lot of things but NO PARTS dept. NOTE I also called store in Jackson Mi and the local stores here in Grand Rapids who sells the furniture YET NOBODY can help get 2 Springs for the recliner so recliner will lock in place when your NOT reclining in the chair. yes this is a recliner chair that will not lock because the springs are broken im trying to get the 2 springs so I can fix the chair my self but no luck on contacting any one to order the simple 2 springs I need. why is this so hard? when I go to the web site I can clearly see the same chair on there web site is the same chair in my home , ****** ***** ****. is the info on Jackson Furniture and *********** web site. Yet NO luck contacting anyone to get the 2 simple springs I need to repair this chair to keep chair lock when you're NOT using the recliner part of the chair. Is this how they do business the springs brake so easy so they can sell u a new chair? when you can put 2 new springs on this chair and your good to go. ( The foot rest will pop out because the springs are broken. ) You can go to website see this chair ( ***** ***** **** ) You can see the chair Gray in color. I have No problem paying for the 2 springs I need. Why is this so hard to get 2 simple springs to fix my chair ?

  

  Business Response

  Date: 04/16/2025

  I apologize that you are having issues contacting Jackson Furniture/*********.  When you call, at the very beginning of the voice message, it clearly states that if you are a consumer, please reach out to us at *****************, or press option 3.  If you press option 3 and get voicemail, someone will call you back within 48 hours.  It looks like you did leave a message on *****************.  ****** ********, Consumer Service Specialist, will be responding to your request and she can assist you in getting the parts that you need.  Please continue to work with ****** for resolution.

  Thank you.

  Customer Answer

  Date: 04/18/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  why does it seem so hard  to talk to a service department? also I had called a few times and I did go through the prompts and I did use #3  and I did leave messages . someone did message me and they said they will send  springs . NOTE there are NO spring or a email to track the Springs as of yet so what's the deal is this all talk no actions ? I would think you could pick up phone and reach out to people they took the time to look your phone # up and I like to make note it is very hard to find there phone # also I called a lot of dealers  in the area  and the same old same old The company need to have better was to Communicate ! NOT everyone had computers or other ways to contact a business so lets see if I get the springs I need also a picture where the springs go @ this point  waiting so long to try finding the parts not everyone remembers where the springs go so many little holes for the springs could go! if that make sense sense to you ? NOTE This company NEVER answers there phones I called a few times and no answer till I make this BBB report! NOTED Hopefully I get the springs they said I needed  both are broken that hold the foot rest in place when recliner not used also NOTE the recliner drops down on its one so there could be more then 2 springs causing the problems could be  a set of 4 springs . NOTE I use to work for a furniture company , ***** **** ********* ** ** ******** ** * So I do know what I am talking about I just dont tell everyone things I know! NOTED

  

  Business Response

  Date: 04/23/2025

  I apologize that you are having issues with communication.  I am somewhat confused as our representatives have reached out to you several times via voicemail and email and received no response.   However, it appears our Consumer Services Specialist, ****** Sellers has made contact with you and she has placed an order for your parts.  Please continue to communicate with ****** with any questions or concerns you may have.

  Thank you.

  Customer Answer

  Date: 04/23/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Still waiting for springs  they told me they are on order but that's all I know @ this time I like  this responds finished when springs are on there way

• Initial Complaint

  Date:04/14/2025

  Type:Product 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.

  What a piece of junk. Recliner made poorly it doesn’t power recline the metal parts under the chair bent and now broke now you can’t even sit on it. Wasted $700 on a chair that doesn’t do anything

  

  Business Response

  Date: 04/16/2025

  I apologize that you are having issues with your furniture.  Our Consumer Service Specialist, ***** **** made contact with you yesterday.  Please continue to work with ***** and provide her with the requested information so that she can help you resolve your issue.

  Thank you.

• Initial Complaint

  Date:03/27/2025

  Type:Product 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 living room set from ******** ********* ** ************* **. When we first purchased it I was so excited because it was such a nice looking set. After a few months, the sofa cushions were already looking flat and worn. I contacted ******** and they contacted the manufacturer (Jackson Furniture) and told me that they would come out and replace the foam in the cushions on the sofa and large chair. That was done in July/August of 2024. Here we are March 2025 and the sofa looks terrible and we have only had it for 1 year and 7 months. I have never had furniture deteriorate this fast! I understand you will have normal wear and tear on furniture that is used daily but honestly this is just awful. The couch looks old and like it needs to be thrown out. The set that we purchased are: ****** Collection Sofa: ******* ********* Loveseat: ******* ********* Chair: ******* ********* My purchase date was 8/12/2023 We pd over $2700 for this set. The chair and loveseat still look okay but that sofa is terrible. I contacted Jackson Furniture and was emailing with a Customer Relations Specialist named ****** ********. I sent pictures and all information that was requested. She told me that they would send me replacement cushions for the second time and fill to go into the back of the couch cushions at no cost but that I would have to pay the shipping of $120. I responded to her with the following email on March 7th and have had no response since: I appreciate the offer to send me the cushions and fiber fill, however to ask me to pay $120 shipping for something that is needed due to poor quality on your company’s part is crazy. I don’t feel that I should have to pay that when I’ve already paid $850 for the sofa and if the furniture quality was where it should be we wouldn’t need the replacements. I am so disappointed in the assistance that I have received from them. I would appreciate any help you can give with this matter.

  

  Business Response

  Date: 03/31/2025

  I apologize that you are having issues with your furniture.   We did replace your cushions under warranty in 2024.  However, our warranty states that after one year, the labor and parts shipping costs will be the responsibility of the consumer.  Our Consumer Relations Specialist, ****** ********, did offer to send you replacement cushions as a one-time courtesy, even though normal softening of the seat is not considered a manufacturing defect.  As our warranty states, you would be responsible for shipping costs.  We do not make money on shipping - cores are heavy and large and cost more to ship than most parts.  Please let ****** know if you would like the replacement cushions.

  Thank you.

• Initial Complaint

  Date:03/25/2025

  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 purchased a couch and loveseat from ******** ********* ********* ** ****** ***** for $2253.96. It was manufactured by JacksonFurniture and there is a warranty of 5 years. The cushions have not held up. They compress so much when anyone sits down that it is very uncomfortable and extremely difficult to get up. Jackson claims it is due to normal wear and tear but it is not, as I am rarely at this residence- It is a seasonal residence. I was assured there was the 5 year warranty when I purchased the set and now the company is not honoring the warranty and the store where I bought it said they cannot do anything. I’m appalled by this type of business practice and I will not patronize either of these companies again, nor will I recommend them to anyone.

  

  Business Response

  Date: 03/25/2025

  I apologize that you are having issues with your furniture.  It looks like you put in a request a few weeks ago on our website and ****** ******** reached out to you for more information.  She has not received a reply from you.  However, our Consumer Service Specialist, ***** **** was able to reach you by phone today.  She requested more information. Please forward the requested information to *****.  We also reached out to the dealer, ***, and they state that a tech reported that the cushions are not defective and show normal softening of the seat. Our warranty does state that defective cushions are covered for 5 years.  However, normal softening is expected and is not a factory defect.  ***** **** can give you additional information if you wish to purchase replacement cushions.  Please continue to work with her.

  Thank you.

• Initial Complaint

  Date:01/13/2025

  Type:Product 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 purchased a ********* ******** ***** Recliner with heat and massage, made by Jackson Catnapper, through *** *********, ********, I* *************). It was delivered and set up in my house on Sept 28, 2024. On October 14, the recline/lift mechanism failed. *** came to inspect that same day and contacted Jackson Catnapper for a replacement motor/drive unit. On December 7, *** came to install that part, but it didn't fix the problem. So they called Jackson Catnapper with that news to see what they would do next. Although the chair couldn't recline the massage still functioned. On Dec 25, the power totally died on the chair. I contacted *** on Dec 30 to report this. As of Jan 10, 2025, after contacting *** twice, they still have been unable to learn from Jackson Catnapper what and when they will do to get me back to having a working chair.

  

  Business Response

  Date: 01/13/2025

  I apologize that you are having issues with your furniture.  Your warranty is through your dealer for the first year.  However, since we had not heard anything from your dealer regarding further issues with your recliner, we reached out to them in an effort to help you resolve.   We indicated to the dealer that we will assist them in resolving your issue.  The dealer should be reaching out to you for resolution.  If they do not reach out to you, please contact them. You should ask for ****** or **** since that is who our representative spoke with at * * * *********.

  Thank you.

  Customer Answer

  Date: 01/23/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I called the local store, *** *********, on Jan 13 to see what they had came up with for a resolution. They told me that Jackson/Catnapper had contacted them that morning and told them that they were going along with my getting a refund. I asked about my broken chair and *** said they would come pick it up.

  I'd also left a contact message on the Jackson website on the same day that I'd filed the BBB report. I got a response from one of their customer relations specialists, ****** ******** who said that a refund would be up to ***, but Jackson would assist with repairs. She also informed me that their factory had been closed between Christmas and after New Years, which could explain in part, why I hadn't gotten a faster response.

  I've waited since then to see if I actually get a refund and have my broken chair picked up. As of 8 p.m. on Jan 24, neither has yet happened, and neither *** nor Jackson has contacted me to let me know when that might be happening.

  I'll be satisfied when that finally happens, but at this time, since I'm still waiting, I'm not satisfied.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:10/21/2024

  Type:Product 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 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

  Date: 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

  Date:10/04/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/18/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:09/06/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/31/2024

  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.

  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

  Date: 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.