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:09/08/2023

  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.

  Purchased a recliner in September 2022 I. July 2023 it broke I contacted Janos they advised me it was still under warranty and they could pick it up and replace. 6 weeks later I still don’t have my recliner back even after multiple phone calls and visit. The so called general manager has done nothing but blame the warranty company. I asked about receiving credit toward purchase of a new one they decided not to allow me to do this. They have no idea when the parts will come in for repair and have not are this matter urgent since they don’t care. It’s fully paid off and they have given me horrible customer service. Very rude and unprofessional. I want it fixed asap or my money back. Manager keeps telling me reps from the company were fired and people have quit and some customers have to wait for 12 months, I don’t care who got fired or about other customers

  Business Response

  Date: 09/27/2023

  The 1st day after we were notified of a problem with the recliner we picked it up and brought it in for repair. We contracted a professional furniture repairman to look at it (at our expense). The furniture repairman determined it was a bent reclining mechanism. The furniture repairman bent the mechanism back and got it working, but advised it was a temporary fix partly because the customer used the recliner to sleep in. We ordered the new mechanism and sent the recliner back to the customer. Approximately a week later the mechanism had bent again. We picked up the recliner and waited for the part. The manufacturer’s representative could not give us an ETA on the part. The manufacturer also advised a replacement recliner was not approved under warranty. Unfortunately, it takes approximately 3 months to order a new recliner, therefore we were not able to give him credit towards a new one. After approximately 6 weeks the mechanism came in. The recliner was repaired and sent back to the customer the same day the mechanism arrived. We made multiple attempts to get an idea of when the mechanism would be available. The last time we attempted to get an ETA on the mechanism we were notified the account representative we had been working had been let go. We then began the process of finding who we needed to contact regarding the ETA of the mechanism. We went so far offering the customer contact information for the manufacturer. However, communication with them would have needed to be done online which the customer objected and refused to do. At no time did we procrastinate or were we rude in anyway whatsoever. It is obviously not in our best interest to do so. Frankly, the customer was just raging because he wasn’t able to bully us into getting his way.

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  

  Never was it discussed or disclosed that i use it to sleep on, never did they tell me that it was not covered by warranty,  The so called manager is rude and does not know how to do her job, I had to sit there and make her contact the warranty company, since she had done nothing for weeks, then she gave me a phone number to call , i called the phone number if front of her, wow it was not even the correct number nor was it a phone number for customers to call, so again she did not know the process.  On about week 4 of them having my item she clearly told me she had a tracking number for the item, i asked her to track it, then she told me she never told me she had a tracking number only that she had asked for one.   Again just got the run around and she is she the so called manager there was no one else to speak to.   I asked for credit for the item and i would buy a new one , they refused.   They never offered to replace it.  The recliner sits in an extra room of my house and is it great condition, for her to say I sleep in it is just a crazy.      All she would say is "its out of my hands", some customer wait 10 months, have a nice day you can leave my store now.   Mind you have have purchased and paid off many items for them.   I am not satifiied at all, all they did was waste my time and give me the run around and abuse me