ComplaintsforJanesville Comfort Shoppe, Inc.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two ********************** Signature love seat recliners from the retail store - Janesville Comfort Shoppe, ******************************************************************** on December 9th, 2023. They were delivered on January 12, 2024. One side of one of the love seats is defective, the foot rest will not close unless you stand and kick it shut and the seat cushion sinks or collapses when you sit on it. I returned to the Comfort Shoppe within a week of delivery and requested a replacement due to those issues. I was told that they would need to check the item out then contact ****** at which time they anticipated a repair would be suggested. I was informed that ****** did in fact recommend repair, parts were ordered and the repair completed in mid February. The repair did not correct the issue and within a month the same issue occurred and it continues to be an issue. I returned to the Comfort Shoppe with no success it getting a replacement in process, again I was told that ****** would only recommend repairing. I reached out to ******, in ******, ** through their customer service phone number ************* and email ************************************ I was told by them to work with the Comfort Shoppe, and the Comfort Shoppe continues to tell me ****** will only repair my item. I just want a replacement for a piece of furniture that is and was defective from day one.

  Business response

  07/05/2024

  Good afternoon,
  We at Ashley ********* are contacting you concerning your BBB claim. Please accept our sincere apologies for the inconvenience you have experienced. Our priority is to ensure your complaint is handled by the appropriate personnel. The homestore referenced in your complaint is one of our affiliated locations, and we have forwarded your details to them for further action.

  Business response

  07/09/2024

  We have not been able to satisfy this customer with ******* directed repairs, and neither she nor we have been able to obtain a no-charge replacement for her reclining loveseat.  She did report an issue a few weeks after delivery, which was on December 28, 2024.  The date of the service ticket for her initial complaint was 1/11/2024.  Her complaint was that one seat on one of the loveseats, her husband's spot, had softened and the mechanism wasn't closing easily.  ******'s procedure under the terms of their warranty is to replace the seat cushion core and reclining mechanism.  They sent out the parts and we had our service technician install them.  The customer signed off on the successfully completed repair.  Within a short period of time she called to complain that the cushion core had gotten soft again. She didn't mention anything about the mechanism.  A certain amount of softening is normal with cushion foam, but we agreed to order another core and install it into the attached seat on the loveseat.  She refused the repair and said she would only accept a replacement.  She has called the Ashley ******* and our store numerous times to reiterate this, even though she knows ****** will only authorize the repair.  Most factories will not replace an entire item because the cushion foam has softened with use.  The ******* has also told her that refusing repair could cause the company to void her warranty.

  At this point, the only remedy I have available to offer is this:  I will replace the loveseat at my expense.  I will deliver the replacement to her home and take away the used loveseat at my expense.  I will try to liquidate the used loveseat and absorb the loss. This is all far outside the realm of any ****** warranty coverage, but it appears to be the only way to resolve this situation. I do need the customer to know that this is a one-time only exchange.  I cannot do it again.  The cushion will likely soften again with the same kind of use and should not be considered a defect. If she is agreeable with this and would like me to buy her a replacement loveseat, she should contact us. I will order it in, pay for it and have it delivered to her, all at no cost to her.  I believe this is what she wants.  And I will do it this one time to try to make her happy.

  Repectfully,

  *****************************, owner/Janesville Comfort Shoppe

   

   

  Customer response

  07/15/2024

  [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 have contacted the store to make arrangements for an agreeable ending to this issue.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April of 2019, I purchased a Klaussner sectional sofa from the Janesville Comfort Shoppe. The sofa has a 3 year warranty on any cushion defect. In January of 2022, I noticed one of the seat cushions appeared to be deforming and went to the Janesville Comfort Shoppe in person to file a warranty claim. The sales person checked the purchase date and did confirm the seat cushions were still under warranty.I was told I would have to contact the owner of the Janesville Comfort Shoppe since he was not in the building at the time and they provided with his phone number. From January of 2022 until July of 2022, I sent numerous texts asking the status of the warranty claim. I provided all information requested and pictures and continually had to request an update. As of filing this complaint, I still have not received any resolution or follow up since my last text requesting an update on July 1, 2022,

  Business response

  09/21/2022

  I am *****************************, the owner of the Janesville Comfort Shoppe.  I was not previously aware of this situation, but I will look into it.  The text exchanges shown in the complaint are communications between our service manager and *********************  I will check into the problem and further respond after determining what can be done.  ****** always has had a one-year warranty with *********, as with most vendors.  I will ascertain his cushion core warranty; it could be three years as ******************** insists but generally it is one year.  Even if it's longer, the labor to install it in a fixed (permanently attached seat) is only covered for the first year. If the seat cushion is not attached the installation is easier, and we would do that without charge as a customer courtesy. The one-year labor warranty is very common in the furniture industry, and we employee our service manager full-time to take care of covered warranty issues, as well as problems that *** occur outside of warranty but that can be remedied with service at a reasonable cost.   I believe ******************** has received some of this information from our service department, plus he should have received access to warranty information when his custom-ordered sectional was delivered.  What further complicated this matter is the fact that ********* "paused" many of its smaller independent store accounts during the ***** pandemic to enable the company to better service its largest accounts while experiencing severe shortages in supplies and labor. Our account and hundreds of others like us were among those shut down.  We are only now beginning to resume our business relationship with ********* and we will soon be receiving their first shipment in approximately two and a half years. If we can get a free cushion core for ********************, we will certainly provide it to him. I will let him know.

  Customer response

  09/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I checked emails and the sectional was actually purchased in 2020 and not 2019.  I understand the fabric has a one year warranty and the concern is with the cushion.  I found the link for the warranty for sofa and sectionals on the Klaussner website.  The Klaussner website states that seat cushions are under warranty from 3-5 years depending on the type you have on your sofa/sectional.  This is the same thing I was told when purchasing this sectional.  Here is the link:  https://support.sofasandsectionals.com/hc/en-us/articles/360024678534-Klaussner-Warranty

  
  
  Regards,
  
  *******************************

  Business response

  09/26/2022

  ******************** is correct, his purchase date was 4/22/20, with a delivery date to him of 6/20/20.  I apologize for my error in the year, but it in no way impacts his warranty status.  His warranty is predicated on his factory invoice date and serial number, which we provided correctly to *********. I have now corresponded with the Klaussner factory representative to try to expedite the parts order.  The factory rep explained that the problem we've had in obtaining the part is directly related to the pausing of our account, along with the hundreds of others that were affected by *********'s COVID-related difficulties. This impacted our business in many inconvenient ways besides our trouble obtaining ************************ part. Our factory rep is working to get the cushion sent out to us.  His cushion warranty is 3 years, so the cushion will be sent without charge.  If ******************** needs the cushion installed, labor was only covered for one year.  Therefore, there is a labor charge; however we would be happy to send our service manager out to his home do the installation.  He will find that our trip and labor charge is very reasonable if he does need this service. We will call ******************** when his cushion arrives.  He can tell us at that time whether he would like to schedule installation. I am sorry this has been such a problem.  Under normal circumstances this would never have happened.  We've dealt with ********* since **** and have never had prior difficulties with them. 

  Customer response

  09/27/2022

  [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. 
  

  I have no issues with reimbursing Janesville Comfort Shoppe for the labor and travel fees associated with replacing this seat cushion.  I spoke to the service manager back in January of this year and understood the warranty on labor was just one year. Once the cushion arrives, please contact me and we can have this scheduled to be replaced.  

  
  Regards,
  
  *******************************

  
  

*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. ↩