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Janesville Comfort Shoppe, Inc.

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Reviews Janesville Comfort Shoppe, Inc.

Janesville Comfort Shoppe, Inc. Reviews (3)

On 9/12/2014, *** *** and his wife came to our store and ordered a Klaussner "Canyon" sectional, model in Microsuede Dark Brown. They verified for our sales person, *** ***, which sectional they wanted after looking at the picture in our Klaussner catalog.
They then selected their fabric choice from our fabric swatches, which are actual 12" x 17" pieces of the fabric and color that will be used to manufacture the furniture. (The sectional they saw on display is in the same type of microfiber.) They did not bring along a photo or fabric sample from their previous sectional, or any other identification number or fabric name, just made their selections in the store here. The price for the sectional, complete with contrasting accent pillows, was $1595. They further selected a very large square accent ottoman in the same fabric they picked for their pillows, Spree Indigo, which was also selected from a large fabric swatch. The ottoman was $519.99, bringing the total purchase amount, before tax, to $for the sectional and the big ottoman.The *** paid $down on their order and Mr*** signed the "Conditions of Sale" statement at the bottom of his clearly defined sales ticket, which states in part, "Janesville Comfort Shoppe will deliver the above merchandise as soon as reasonably possible....Special orders cannot be returned to the manufacturer and are therefore non-cancellable and non-returnable." This is customary in the furniture business because no store can afford to let its customers choose merchandise only to reject it later after it has been built and shipped, and no manufacturer is going to take a special order back.On 10/7/2014, we received the *** order from Klaussner. We called them immediately and delivered it (at no extra charge) to them the next day, on 10/8. Mr*** accepted and signed for the delivery and paid with a charge card. Later that day, he came to the store to complain that he didn't like the fabric. This time he brought a pillow with him from the previous sectional he is trying to replace, and we can see that it is a different fabric. We recognized it as one that the manufacturer has discontinued. When it existed, it was called Nuzzle, and it has a padded back and softer hand than the fabric the *** chose this time. It is not an inferior fabric, just a different fabric. The difference in the texture, look and feel would be evident to anyone touching the swatch of the newly selected Microsuede Dark Brown, which the *** had in hand when they chose it. Even if the *** had brought in their pillow for us to see prior to ordering their furniture, we would not have been able to get their previous fabric due to the discontinuation. But we could at least have told them that.Mr*** cites a staple problem with one arm of his new sectional. He made an appointment for our upholsterer to remedy this under his warranty at a.mon 10/9/2014. Our upholsterer went to his home in Evansville and found no one there. When he reached Mr*** by phone, he was told by Mr*** that he had called the store the previous evening and cancelled his appointment. There were three sales people on duty that evening and no one received that call. Mr*** further told our upholsterer that he was just going to get us to take back furniture.I personally spoke with Mr*** on 10/9/2014. He demanded that we pick up his furniture and give him a full refund. He says the fabric he selected makes his "skin crawl." He told me he would file a dispute with VISA to block his payment, report us to Ripoff Report on the internet where he would make our business at least number 3, file a complaint with Revdex.com and the Wisconsin Deptof Consumer Affairs, and do anything else he could to cause harm to our business and let people know about his dissatisfactionI explained that I have no room to display his furniture, it is not something I would buy for my inventory, and reminded him that he agreed to a clearly posted special order policy when he ordered it. I told him we sold it to him at a fair and honest price, delivered the order on a timely basis, and stand ready to take care of any warranty issues, such as the staples he cited. I told him I feel that we have dealt with him in good faith.If I take back Mr*** furniture, I will have to liquidate it as odd and distressed inventory next spring when we have a parking lot sale. When he continued to press me to do what he was demanding I finally offered to take back this set with a 30% restocking charge, which would not begin to cover the delivery trips, wasted service trip, and all of the other associated costs of sale, along with the reduction in price we would have to take to liquidate this large set of furniture. He did not find this offer acceptable, and again demanded a full refund without any reduction for any of our costs of trying to do business with him. With regard to the minor problem of the staples, he says we delivered a "broken sectional."My business has existed in Janesville since 1983. We are annually named Janesville's #Favorite Furniture Store in polling by the local newspaper. We have several generations of customers who are loyal supporters of our store. We work very hard to keep people happy, and in a vast majority of transactions we are able to do just that. Unfortunately, I don't see that possibility this time, and that bothers me tremendously. However, if I made a practice of doing the kind of thing Mr*** is demanding, I would quickly run into serious financial problems! I would like to make him happy, but I also need to operate my business responsibly for the good of everyone who depends upon me for this.*** *** owner, Janesville Comfort Shoppe

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Is there anyway to leave this open until they actually repair my new sofa?  I told them I was having surgery on 7/17, and they called on 7/17 to make an appointment.  I was not home.  When I got home the next day, I was not well enough to deal with this at that moment.  They called back that day, after my surgery, but I was pretty sedated.  I told them I had to wait until I was well enough to be out of bed.  The repairman told me that it was going to take two men two hours to repair the area where they tore my brand new sofa during delivery (two very small tears).  Since the repair work is so labor intensive, I don't want to close this until I find out if this is really repairable.  Right now, I do not feel well enough to be up watching them repairing my new sofa for two hours.  Every day I am up a little bit longer, so it should not be that long as long as there are no more complications with my surgical area.  They did mail me information on the manufactures, so I can contact them if I need warranty work.
Regards,
Kriss [redacted]

Review: We purchased a Klaussner sectional through Janesville comfort shoppe. We had previously owned the same sectional 3 years ago, so when we went to order another we had to pick out a color. I asked our sales person if the couch fabric was going to be similar to a couch they had in the store as they did not have any klaussners on display that matched our purchase. She assured is it would and we went through with the purchase. Upon delivery I noticed that 5 staples were sticking through the fabric and that the fabric was a cheap micro fiber. I paid over $2,000 for this couch and this was unacceptable to my wife and I. Not to mention we had a brand new couch that already needed repairs. After getting nowhere with the salesperson or owner I decided to go into a few other stores in the janesville area to ask about this difference in fabric. The salesperson at comfort shoppe assured me it was a very high end micro suede. Oddly enough at the two other furniture stores I went to we could only find a couple pieces of furniture on display with the same material and BOTH stores told me this was a cheap fabric! Mistakes happen I know this being a small business owner myself but the way this was handled and the outcome in my opinion is intolerable. Not only do I have a $2,000 couch that is made of cheap fabric but it also needs to be repaired before anyone ever sat on it!Desired Settlement: To have our couch we purchased returned and replaced with the one we thought we were buying.

Business

Response:

On 9/12/2014, [redacted] and his wife came to our store and ordered a Klaussner "Canyon" sectional, model 64860 in Microsuede Dark Brown. They verified for our sales person, [redacted], which sectional they wanted after looking at the picture in our Klaussner catalog. They then selected their fabric choice from our fabric swatches, which are actual 12" x 17" pieces of the fabric and color that will be used to manufacture the furniture. (The sectional they saw on display is in the same type of microfiber.) They did not bring along a photo or fabric sample from their previous sectional, or any other identification number or fabric name, just made their selections in the store here. The price for the sectional, complete with contrasting accent pillows, was $1595. They further selected a very large square accent ottoman in the same fabric they picked for their pillows, Spree Indigo, which was also selected from a large fabric swatch. The ottoman was $519.99, bringing the total purchase amount, before tax, to $2114.99 for the sectional and the big ottoman.The [redacted] paid $500 down on their order and Mr. [redacted] signed the "Conditions of Sale" statement at the bottom of his clearly defined sales ticket, which states in part, "Janesville Comfort Shoppe will deliver the above merchandise as soon as reasonably possible....Special orders cannot be returned to the manufacturer and are therefore non-cancellable and non-returnable." This is customary in the furniture business because no store can afford to let its customers choose merchandise only to reject it later after it has been built and shipped, and no manufacturer is going to take a special order back.On 10/7/2014, we received the [redacted] order from Klaussner. We called them immediately and delivered it (at no extra charge) to them the next day, on 10/8. Mr. [redacted] accepted and signed for the delivery and paid with a charge card. Later that day, he came to the store to complain that he didn't like the fabric. This time he brought a pillow with him from the previous sectional he is trying to replace, and we can see that it is a different fabric. We recognized it as one that the manufacturer has discontinued. When it existed, it was called Nuzzle, and it has a padded back and softer hand than the fabric the [redacted] chose this time. It is not an inferior fabric, just a different fabric. The difference in the texture, look and feel would be evident to anyone touching the swatch of the newly selected Microsuede Dark Brown, which the [redacted] had in hand when they chose it. Even if the [redacted] had brought in their pillow for us to see prior to ordering their furniture, we would not have been able to get their previous fabric due to the discontinuation. But we could at least have told them that.Mr. [redacted] cites a staple problem with one arm of his new sectional. He made an appointment for our upholsterer to remedy this under his warranty at 10 a.m. on 10/9/2014. Our upholsterer went to his home in Evansville and found no one there. When he reached Mr. [redacted] by phone, he was told by Mr. [redacted] that he had called the store the previous evening and cancelled his appointment. There were three sales people on duty that evening and no one received that call. Mr. [redacted] further told our upholsterer that he was just going to get us to take back furniture.I personally spoke with Mr. [redacted] on 10/9/2014. He demanded that we pick up his furniture and give him a full refund. He says the fabric he selected makes his "skin crawl." He told me he would file a dispute with VISA to block his payment, report us to Ripoff Report on the internet where he would make our business at least number 3, file a complaint with Revdex.com and the Wisconsin Dept. of Consumer Affairs, and do anything else he could to cause harm to our business and let people know about his dissatisfaction. I explained that I have no room to display his furniture, it is not something I would buy for my inventory, and reminded him that he agreed to a clearly posted special order policy when he ordered it. I told him we sold it to him at a fair and honest price, delivered the order on a timely basis, and stand ready to take care of any warranty issues, such as the staples he cited. I told him I feel that we have dealt with him in good faith.If I take back Mr. [redacted] furniture, I will have to liquidate it as odd and distressed inventory next spring when we have a parking lot sale. When he continued to press me to do what he was demanding I finally offered to take back this set with a 30% restocking charge, which would not begin to cover the delivery trips, wasted service trip, and all of the other associated costs of sale, along with the reduction in price we would have to take to liquidate this large set of furniture. He did not find this offer acceptable, and again demanded a full refund without any reduction for any of our costs of trying to do business with him. With regard to the minor problem of the staples, he says we delivered a "broken sectional."My business has existed in Janesville since 1983. We are annually named Janesville's #1 Favorite Furniture Store in polling by the local newspaper. We have several generations of customers who are loyal supporters of our store. We work very hard to keep people happy, and in a vast majority of transactions we are able to do just that. Unfortunately, I don't see that possibility this time, and that bothers me tremendously. However, if I made a practice of doing the kind of thing Mr. [redacted] is demanding, I would quickly run into serious financial problems! I would like to make him happy, but I also need to operate my business responsibly for the good of everyone who depends upon me for this.[redacted] owner, Janesville Comfort Shoppe

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Description: Furniture - Retail, Bedding, Furniture Stores (NAICS: 442110)

Address: 2816 N Pontiac Dr, Janesville, Wisconsin, United States, 53545

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