Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. I am a senior 75 years old, had to downsize to a small home. Bought a mattress from Jordan’s Furniture Avon MA and within 8 mo I was sleeping in a hole. A man came out and hooked a little red string to the sides and photographed it (of course when you're not laying on bed, top looks flat) Was bought in 2014, Nov and after one and half years of sleeping in and even deeper hole. Man came again with his little red string and again I was denied. All I wanted was $500.00 back toward a new mattress and he offered $100. I can’t afford a new mattress on social security. I only get $1000.00 it live on, which I just make it through month on that. I will be at least one more year with things really tight to even think of a new mattress. I have a lot of physical pain and they won’t help me. I have to roll three times to get out of this hole.Regards,
[redacted]
Good afternoon [redacted],Thank you for allowing us the opportunity to review this with you.
You purchased a [redacted] mattress from Jordan’s Furniture in June of 2013. Roughly a year later, in June 2014, you reported concerns directly to [redacted], as they are responsible for the administration of their...
warranty. They found that your mattress was defective, and offered a replacement. Though there is typically a $399 transportation cost assessed by [redacted], Jordan’s offered to split that cost with you as a courtesy. A refund check in the amount of $200 was issued to you from Jordan’s on 8/11/2014. You then paid [redacted] directly for the total cost of the replacement mattress. Jordan’s Furniture was not involved in any way in this transaction. For any warranty claims, you will need to work directly with the manufacturer, as you purchased this replacement mattress directly from them, and [redacted] is 100% responsible for all warranty claims.I realize that this is not the response you were hoping for, and for that I apologize. Please contact us again if we can be of further assistance.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I have to say that I am extremely disappointed in the response from jordans furniture. I bought the sectional from Jordan's furniture for my new home specifically with the [redacted] fabric. We have 5 grandchildren and thought the extra purchase of [redacted] we would be assured many years of a quality product. My husband and I watch commercial after commercial how indestructible [redacted] fabric is. I.e., white couch with mustard, ketchup being painted o. It and its a simple "rinse" away. The sales person lead me to believe this as well and that the additional "insurance" purchase would cover above and beyond. I called jordans PRIOR to contacting [redacted] and explained the stain was from sunblock on my grandsons head. They advised I reference [redacted] website which I did and did not find instructions for cleaning sunblock but followed cleaning attempts for grease. To no avail stain did not diminish. I then followed the procedure of contacting [redacted] which was so frustrating and unprofessional. I have issued a complaint the the Nebraska Revdex.com for [redacted] as well.I feel very strongly that jordans advertisement of [redacted] and the selling of additional insurance is extremely misleading to say the least.I would like a full refund of the extra money I paid to have my sectional upholstered in [redacted] along with a full refund of the [redacted] 5 year protection plan which was denied to me for "soiling" which is so nondescript plus I feel could be used by [redacted]/JOrdans for any failure in their product. I was contacted by phone by a [redacted] representative who responded I would receive a refund on policy along with an email documenting her name and contact number due to my being in my car. This follow up never happened.If I am not able to get resolution to my issue I will take any other avenue available to me. I.e. Social media, television consumer advocates and lastly small claims court because I feel so strongly I have been ripped off and given a runaround d by both companies. A purchase for our new home has turned into a major disappointment and lack of good faith and quality product.Will wait to hear last response.[redacted] and [redacted] Regards,
[redacted]
Good afternoon [redacted], I apologize for the issue you’re having with your chair. In reviewing the details from your original purchase on April 1st, 2011, the manufacturer ([redacted]) provided a one year warranty against defects in craftsmanship. [redacted] changed the warranty for all purchases made...
AFTER February 19, 2013 to be five years. We did offer you the option of repairing the chair at a cost, and you declined. We’ll be happy to provide the installation at no cost, but there would be a cost associated with our obtaining the replacement parts from [redacted]. Should you decide to accept this offer, we’ll initiate the part order with payment, and then coordinate the service technician to complete the repair. Please contact our customer service team at ###-###-#### if you’d like to take advantage of this offer.
Good morning Mr. [redacted], Thank you for allowing us to review this situation further. I see that you purchased your leather sofa and leather loveseat on September 5th 2015. These pieces were delivered to your home on September 15th 2015. On June 22nd 2016, you...
contacted us to report that there were two spots on your leather sofa where the color was peeling. You were asked how you have been maintaining the set, and it was reported to us that the sofa had not been cleaned since it had been delivered. We requested photos of the damage to which you did send these in. These photos were reviewed by our In Home Service Team. They did advise that the damage shown in the photos were from contact damage and not from a manufacturing defect. We agreed to send a technician to your home as a courtesy to see if there was any type of repair they would be able to do in your home. On July 5th 2016, our technician reported to us that the damage to the sofa was due to contact damage. He was able to add color to the area and top coated. On July 18th 2016, you contacted us to report that the color that the technician added did not hold. We were advised that parts would need to be ordered to correct the issue from the contact damage to the seats. We agreed to exchange the sofa for a new one as an accommodation as again, there were no defects present in the sofa. On August 11th 2016, we delivered the replacement sofa and picked up the damaged sofa from your home. On July 31st 2017, you contacted us to report that the leather sofa and leather loveseat had color peeling off. You again sent us photos to review. These photos were reviewed by our In Home Service Team and were deemed to be the result of contact damage. We asked how often you have been cleaning and conditioning the set. You advised us that it has been done twice since receiving the set. We advised that leather should be cleaned and conditioned at the minimum of every 4 months in order to preserve the leather. You were presented an offer of a store credit for $800 for the sofa and $310 for the loveseat to keep both pieces as is voiding the remainder of the manufacturer’s warranty. This would allow you to utilize this credit towards a future purchase of anything in the store. This offer was presented as a courtesy as there are no defects present and we have no recourse with the manufacturer. You declined this offer. We feel that this offer is fair. This offer of $1100 store credit is still on the table. This offer will be valid until 9/11/2017. We have documented your account with these details. Please contact us at [redacted] should you wish to accept this offer so we may apply this credit on your account. We look forward to speaking with you. Sincerely, [redacted] Customer Advocate Jordan’s Furniture
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I appreciate the very quick response and hope that in the future, we are better informed of specific, detailed information from your sales team concerning our purchases before making them.
Regards,
[redacted]
Good afternoon [redacted], Thank you for bringing this situation to our attention so that it could be further reviewed. We reached out to [redacted] this morning and spoke with him about your concerns. I explained that the GBS Protection plan covers stains on the fabric, and rips/tears. It does not...
cover odors, nor does it cover the foam inserts of the cushions. All of these details are printed in the terms and conditions of the plan, provided at the point of purchase. I've emailed a copy of that paperwork to you today. That being said, I have ordered a new seat casing for your chaise as a courtesy due to this misunderstanding. We will contact you as soon as it arrives to arrange for it to be installed for you. Your protection plan will remain intact, so that you can use it for any future issues that fall under the coverage of the plan.I'm happy that we were able to come to a resolution today. Please feel free to contact us again if we can be of further assistance. Thank you for shopping with Jordan's.
Good afternoon [redacted],In reviewing your account, I see that you had filed a claim with [redacted] for an issue you were experiencing with the armless chair. [redacted], an independent protection plan company, arranged for a third party cleaning company to visit your home to address your concern. When the...
technician was at your home, he took photos of the affected piece and noted that there was cracking on the vinyl on the side of the seat, which is not a covered issue. [redacted] issued a claim denial letter on 12/22/14.Jordan's reviewed the situation with [redacted] and [redacted] is standing behind the denial of the claim, as cracking vinyl is not listed in the coverage of the plan. Jordan's was willing, as a courtesy, to order a replacement seat casing for the armless chair, however the leather is no longer available from the factory.We have offered a credit, again as a courtesy, of $200 on account for you to use on a future purchase despite this not being a warrantied issue. This credit has been keyed and will remain on account for up to one year. Please contact us if you'd like to discuss this further at ###-###-####.
Good afternoon, We do understand your concerns, however, since the protection program is held through [redacted], they are the ones to assign a repair team to perform the services. [redacted] does not use Jordan's Furniture as a repair company on their claims. We contacted [redacted] on your behalf to try to expedite this process for you. We were advised that you have a tentative appointment for January 25th for the parts installation. [redacted] left voicemails on January 3rd and January 6th to confirm this date with you and had not received a call back from you. Should you have any questions, please contact us at [redacted]. Regards,[redacted]Customer AdvocateJordan's Furniture
Good morning,
I have located your order for the 2 piece Klaussner sectional that was delivered to you on July 18, 2015. On November 3, 2015 you called into customer service to report the left side facing sofa had one seat sitting lower than the other seats. Also reported
was the...
right side facing sofa back area was sagging and wood frame could be felt. As your merchandise came with a service warranty, we coordinated an appointment for a technician to come to your home on November 16, 2015.
The technician found a defect in the frame of the right side facing sofa. To repair this defect, he braced and glued the top back rail. The technician found no defect in the left side facing sofa. It was deemed that one seat core was being used more frequently than the others. The seat core was deemed normal softening and settling.
On December 2, 2015 you called into customer service and spoke with [redacted] to discuss the right arm facing sofa frame issues. She committed to exchanging the right arm facing sofa only as the technician did deem it to have a defect. The left arm facing sofa was not addressed as the technician did not find a defect in that piece.
On December 28, 2015 you called into customer service to report one seat to the left arm facing sofa is sitting lower. As the previous technician did not find a defect, a second service appointment was set up and scheduled for January 16, 2016. Should the technician find a defect in this piece, options can be discussed at that time.
Thank you,
[redacted]
Customer Advocate
Jordan’s Furniture
[redacted]
Good afternoon,Thank you for allowing us the opportunity to review your situation. I was able to locate your account using the information you provided. The custom power recliner was delivered to your home on March 4, 2016. You first contacted us on April 27th, 2016 to report that the arms were...
creaking. We dispatched a technician to your home on May 6th under them terms of your service warranty. The upholsterer opened up the arms of the chair and identified the source of the noise. He added some foam to the inside of the arms to help eliminate the characteristic popping noise made when the chair is fully reclined. In addition, as you expressed some discomfort with the padding in the seating area, he added some foam to make it more comfortable. As the chair is frequently used, the foam was compressing from use as expected. There were no defects in craftsmanship found with this chair. You then contacted us on September 21st to report the same issues. Another technician visited your home and determined that the seat was again softening and settling as expected with use, and could not replicate any noise coming from the arms. He offered to service the chair as a courtesy, which you refused. Our customer service department offered to allow you to return the chair less the 30% customer order forfeiture fee. You declined. We will be more than happy to allow you to reconsider our offer to allow the chair's return at 70% store credit. That option will remain available to you for 14 days.Should you wish to further discuss this, please contact our customer service team at ###-###-####.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].Jordan's sold us the insurance on the furniture it was not done separately. Jordan's chose them as the company to have the furniture insured so they are an agent for Jordan's it the ultimately responsibility is Jordan's We had already confirmed the appoint for 1/25/17 over 2 months after the inspection and the box for repairs. Again, not an acceptable response or resolution from Jordan's. Now new furniture with a different company purchased from Jordan's has not even responded to the call for repairs. What a horrible company.Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Good afternoon, Thank you for allowing us the opportunity to review your situation further. I was able to locate your custom ottoman purchase using the information you provided, delivered in April of 2016. As noted on your sales receipt, a custom order requires a 30% non-refundable deposit. You...
first contacted us in September of 2016 to report that the fabric on the top of the ottoman was starting to pill. It was explained at that time that pilling is quite normal for upholstered furniture, as loose fibers trapped in the weave work their way out from friction. A fabric de-piller was shipped out to you to use on the ottoman top until the pills diminished. The pilling is not considered a defect in the fabric, and is very common. It will dissipate over time. You contacted us again in December to let us know that the tool wasn't effective in removing the pills. We conversed about how often it was being used, and asked you for some photos. You were kind enough to submit them for review. We left several messages for you to call to discuss the photos but didn't hear anything back until March. When you emailed in March, we offered to allow you to return the ottoman, less 40%. That forfeiture is the 30 percent non-refundable deposit plus only a 10% usage charge. As the piece has been in the home for over a year and is not defective, we would not offer full credit. I would be happy to reduce the forfeiture to 30%.I will leave this offer available for 14 days, and note the account accordingly. Should you wish to accept, simply visit any Jordan's location and provide your telephone number to your sales associate. They will coordinate the pickup of your existing ottoman with the delivery of the new piece. I hope you'll take advantage of this offer, as we view it as fair. Please let us know if there's anything else we can do to assist you. [redacted].Customer AdvocateJordan's Furniture
Good afternoon, I’m very sorry to hear you’re experiencing an issue with your queen mattress purchase. I took a moment to review your account and was able to locate your purchase from December of 2014. I see that you have been in contact with one of our Bedding Advocates since filing your concern....
We appreciate your response and for taking the time to share your photos with us. These photos help us better understand the condition of your mattress and to ensure that it is receiving proper support. Once we able to confirm the necessary information, we will be in contact to schedule an appointment with [redacted]. They are an independent company hired to complete your mattress inspection and determine if there are any manufacturer defects found. One of our representatives has reached out to you this afternoon with additional information regarding your claim. If you have any questions in the meantime, please contact us directly at [redacted], Ext. [redacted]. We look forward to speaking with you soon, and will continue to work towards resolving your concern.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[Only reason for rejection is I received a voice mail from Ms. [redacted] that she is going to swap out the entire sectional and we have to wait four to six weeks which is fine. [redacted] had originally said she was going to switch it and than because this design is not obsolete and after she called manufacture she agreed to do 1/2 sectional and with the other 1/2 having issues I do not feel that is fair. I feel having the whole sectional replaced as per my voice mail is fair and except that response]
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Good afternoon,Thank you for allowing us the opportunity to review your situation in greater detail. An order was placed on December 23rd for two custom Rowe sofas. Though we were not part of the conversation between you and the sales associate, the signed copy of the sales receipt shows the 30%...
non-refundable deposit charges on it. That being said, we do have the flexibility to reduce that fee under special circumstances. I would suggest reaching out to our customer service team to further discuss your intention to return and repurchase other items. I'm confident that we'll be able to help.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. I am a senior 75 years old, had to downsize to a small home. Bought a mattress from Jordan’s Furniture Avon MA and within 8 mo I was sleeping in a hole. A man came out and hooked a little red string to the sides and photographed it (of course when you're not laying on bed, top looks flat) Was bought in 2014, Nov and after one and half years of sleeping in and even deeper hole. Man came again with his little red string and again I was denied. All I wanted was $500.00 back toward a new mattress and he offered $100. I can’t afford a new mattress on social security. I only get $1000.00 it live on, which I just make it through month on that. I will be at least one more year with things really tight to even think of a new mattress. I have a lot of physical pain and they won’t help me. I have to roll three times to get out of this hole.Regards,
[redacted]
Good afternoon [redacted],Thank you for allowing us the opportunity to review this with you.
You purchased a [redacted] mattress from Jordan’s Furniture in June of 2013. Roughly a year later, in June 2014, you reported concerns directly to [redacted], as they are responsible for the administration of their...
warranty. They found that your mattress was defective, and offered a replacement. Though there is typically a $399 transportation cost assessed by [redacted], Jordan’s offered to split that cost with you as a courtesy. A refund check in the amount of $200 was issued to you from Jordan’s on 8/11/2014. You then paid [redacted] directly for the total cost of the replacement mattress. Jordan’s Furniture was not involved in any way in this transaction. For any warranty claims, you will need to work directly with the manufacturer, as you purchased this replacement mattress directly from them, and [redacted] is 100% responsible for all warranty claims.I realize that this is not the response you were hoping for, and for that I apologize. Please contact us again if we can be of further assistance.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I have to say that I am extremely disappointed in the response from jordans furniture. I bought the sectional from Jordan's furniture for my new home specifically with the [redacted] fabric. We have 5 grandchildren and thought the extra purchase of [redacted] we would be assured many years of a quality product. My husband and I watch commercial after commercial how indestructible [redacted] fabric is. I.e., white couch with mustard, ketchup being painted o. It and its a simple "rinse" away. The sales person lead me to believe this as well and that the additional "insurance" purchase would cover above and beyond. I called jordans PRIOR to contacting [redacted] and explained the stain was from sunblock on my grandsons head. They advised I reference [redacted] website which I did and did not find instructions for cleaning sunblock but followed cleaning attempts for grease. To no avail stain did not diminish. I then followed the procedure of contacting [redacted] which was so frustrating and unprofessional. I have issued a complaint the the Nebraska Revdex.com for [redacted] as well.I feel very strongly that jordans advertisement of [redacted] and the selling of additional insurance is extremely misleading to say the least.I would like a full refund of the extra money I paid to have my sectional upholstered in [redacted] along with a full refund of the [redacted] 5 year protection plan which was denied to me for "soiling" which is so nondescript plus I feel could be used by [redacted]/JOrdans for any failure in their product. I was contacted by phone by a [redacted] representative who responded I would receive a refund on policy along with an email documenting her name and contact number due to my being in my car. This follow up never happened.If I am not able to get resolution to my issue I will take any other avenue available to me. I.e. Social media, television consumer advocates and lastly small claims court because I feel so strongly I have been ripped off and given a runaround d by both companies. A purchase for our new home has turned into a major disappointment and lack of good faith and quality product.Will wait to hear last response.[redacted] and [redacted] Regards,
[redacted]
Good afternoon [redacted], I apologize for the issue you’re having with your chair. In reviewing the details from your original purchase on April 1st, 2011, the manufacturer ([redacted]) provided a one year warranty against defects in craftsmanship. [redacted] changed the warranty for all purchases made...
AFTER February 19, 2013 to be five years. We did offer you the option of repairing the chair at a cost, and you declined. We’ll be happy to provide the installation at no cost, but there would be a cost associated with our obtaining the replacement parts from [redacted]. Should you decide to accept this offer, we’ll initiate the part order with payment, and then coordinate the service technician to complete the repair. Please contact our customer service team at ###-###-#### if you’d like to take advantage of this offer.
Good morning Mr. [redacted], Thank you for allowing us to review this situation further. I see that you purchased your leather sofa and leather loveseat on September 5th 2015. These pieces were delivered to your home on September 15th 2015. On June 22nd 2016, you...
contacted us to report that there were two spots on your leather sofa where the color was peeling. You were asked how you have been maintaining the set, and it was reported to us that the sofa had not been cleaned since it had been delivered. We requested photos of the damage to which you did send these in. These photos were reviewed by our In Home Service Team. They did advise that the damage shown in the photos were from contact damage and not from a manufacturing defect. We agreed to send a technician to your home as a courtesy to see if there was any type of repair they would be able to do in your home. On July 5th 2016, our technician reported to us that the damage to the sofa was due to contact damage. He was able to add color to the area and top coated. On July 18th 2016, you contacted us to report that the color that the technician added did not hold. We were advised that parts would need to be ordered to correct the issue from the contact damage to the seats. We agreed to exchange the sofa for a new one as an accommodation as again, there were no defects present in the sofa. On August 11th 2016, we delivered the replacement sofa and picked up the damaged sofa from your home. On July 31st 2017, you contacted us to report that the leather sofa and leather loveseat had color peeling off. You again sent us photos to review. These photos were reviewed by our In Home Service Team and were deemed to be the result of contact damage. We asked how often you have been cleaning and conditioning the set. You advised us that it has been done twice since receiving the set. We advised that leather should be cleaned and conditioned at the minimum of every 4 months in order to preserve the leather. You were presented an offer of a store credit for $800 for the sofa and $310 for the loveseat to keep both pieces as is voiding the remainder of the manufacturer’s warranty. This would allow you to utilize this credit towards a future purchase of anything in the store. This offer was presented as a courtesy as there are no defects present and we have no recourse with the manufacturer. You declined this offer. We feel that this offer is fair. This offer of $1100 store credit is still on the table. This offer will be valid until 9/11/2017. We have documented your account with these details. Please contact us at [redacted] should you wish to accept this offer so we may apply this credit on your account. We look forward to speaking with you. Sincerely, [redacted] Customer Advocate Jordan’s Furniture
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I appreciate the very quick response and hope that in the future, we are better informed of specific, detailed information from your sales team concerning our purchases before making them.
Regards,
[redacted]
Good afternoon [redacted], Thank you for bringing this situation to our attention so that it could be further reviewed. We reached out to [redacted] this morning and spoke with him about your concerns. I explained that the GBS Protection plan covers stains on the fabric, and rips/tears. It does not...
cover odors, nor does it cover the foam inserts of the cushions. All of these details are printed in the terms and conditions of the plan, provided at the point of purchase. I've emailed a copy of that paperwork to you today. That being said, I have ordered a new seat casing for your chaise as a courtesy due to this misunderstanding. We will contact you as soon as it arrives to arrange for it to be installed for you. Your protection plan will remain intact, so that you can use it for any future issues that fall under the coverage of the plan.I'm happy that we were able to come to a resolution today. Please feel free to contact us again if we can be of further assistance. Thank you for shopping with Jordan's.
Good afternoon [redacted],In reviewing your account, I see that you had filed a claim with [redacted] for an issue you were experiencing with the armless chair. [redacted], an independent protection plan company, arranged for a third party cleaning company to visit your home to address your concern. When the...
technician was at your home, he took photos of the affected piece and noted that there was cracking on the vinyl on the side of the seat, which is not a covered issue. [redacted] issued a claim denial letter on 12/22/14.Jordan's reviewed the situation with [redacted] and [redacted] is standing behind the denial of the claim, as cracking vinyl is not listed in the coverage of the plan. Jordan's was willing, as a courtesy, to order a replacement seat casing for the armless chair, however the leather is no longer available from the factory.We have offered a credit, again as a courtesy, of $200 on account for you to use on a future purchase despite this not being a warrantied issue. This credit has been keyed and will remain on account for up to one year. Please contact us if you'd like to discuss this further at ###-###-####.
Good afternoon, We do understand your concerns, however, since the protection program is held through [redacted], they are the ones to assign a repair team to perform the services. [redacted] does not use Jordan's Furniture as a repair company on their claims. We contacted [redacted] on your behalf to try to expedite this process for you. We were advised that you have a tentative appointment for January 25th for the parts installation. [redacted] left voicemails on January 3rd and January 6th to confirm this date with you and had not received a call back from you. Should you have any questions, please contact us at [redacted]. Regards,[redacted]Customer AdvocateJordan's Furniture
Good morning,
I have located your order for the 2 piece Klaussner sectional that was delivered to you on July 18, 2015. On November 3, 2015 you called into customer service to report the left side facing sofa had one seat sitting lower than the other seats. Also reported
was the...
right side facing sofa back area was sagging and wood frame could be felt. As your merchandise came with a service warranty, we coordinated an appointment for a technician to come to your home on November 16, 2015.
The technician found a defect in the frame of the right side facing sofa. To repair this defect, he braced and glued the top back rail. The technician found no defect in the left side facing sofa. It was deemed that one seat core was being used more frequently than the others. The seat core was deemed normal softening and settling.
On December 2, 2015 you called into customer service and spoke with [redacted] to discuss the right arm facing sofa frame issues. She committed to exchanging the right arm facing sofa only as the technician did deem it to have a defect. The left arm facing sofa was not addressed as the technician did not find a defect in that piece.
On December 28, 2015 you called into customer service to report one seat to the left arm facing sofa is sitting lower. As the previous technician did not find a defect, a second service appointment was set up and scheduled for January 16, 2016. Should the technician find a defect in this piece, options can be discussed at that time.
Thank you,
[redacted]
Customer Advocate
Jordan’s Furniture
[redacted]
Good afternoon,Thank you for allowing us the opportunity to review your situation. I was able to locate your account using the information you provided. The custom power recliner was delivered to your home on March 4, 2016. You first contacted us on April 27th, 2016 to report that the arms were...
creaking. We dispatched a technician to your home on May 6th under them terms of your service warranty. The upholsterer opened up the arms of the chair and identified the source of the noise. He added some foam to the inside of the arms to help eliminate the characteristic popping noise made when the chair is fully reclined. In addition, as you expressed some discomfort with the padding in the seating area, he added some foam to make it more comfortable. As the chair is frequently used, the foam was compressing from use as expected. There were no defects in craftsmanship found with this chair. You then contacted us on September 21st to report the same issues. Another technician visited your home and determined that the seat was again softening and settling as expected with use, and could not replicate any noise coming from the arms. He offered to service the chair as a courtesy, which you refused. Our customer service department offered to allow you to return the chair less the 30% customer order forfeiture fee. You declined. We will be more than happy to allow you to reconsider our offer to allow the chair's return at 70% store credit. That option will remain available to you for 14 days.Should you wish to further discuss this, please contact our customer service team at ###-###-####.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].Jordan's sold us the insurance on the furniture it was not done separately. Jordan's chose them as the company to have the furniture insured so they are an agent for Jordan's it the ultimately responsibility is Jordan's We had already confirmed the appoint for 1/25/17 over 2 months after the inspection and the box for repairs. Again, not an acceptable response or resolution from Jordan's. Now new furniture with a different company purchased from Jordan's has not even responded to the call for repairs. What a horrible company.Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Good afternoon, Thank you for allowing us the opportunity to review your situation further. I was able to locate your custom ottoman purchase using the information you provided, delivered in April of 2016. As noted on your sales receipt, a custom order requires a 30% non-refundable deposit. You...
first contacted us in September of 2016 to report that the fabric on the top of the ottoman was starting to pill. It was explained at that time that pilling is quite normal for upholstered furniture, as loose fibers trapped in the weave work their way out from friction. A fabric de-piller was shipped out to you to use on the ottoman top until the pills diminished. The pilling is not considered a defect in the fabric, and is very common. It will dissipate over time. You contacted us again in December to let us know that the tool wasn't effective in removing the pills. We conversed about how often it was being used, and asked you for some photos. You were kind enough to submit them for review. We left several messages for you to call to discuss the photos but didn't hear anything back until March. When you emailed in March, we offered to allow you to return the ottoman, less 40%. That forfeiture is the 30 percent non-refundable deposit plus only a 10% usage charge. As the piece has been in the home for over a year and is not defective, we would not offer full credit. I would be happy to reduce the forfeiture to 30%.I will leave this offer available for 14 days, and note the account accordingly. Should you wish to accept, simply visit any Jordan's location and provide your telephone number to your sales associate. They will coordinate the pickup of your existing ottoman with the delivery of the new piece. I hope you'll take advantage of this offer, as we view it as fair. Please let us know if there's anything else we can do to assist you. [redacted].Customer AdvocateJordan's Furniture
Good afternoon, I’m very sorry to hear you’re experiencing an issue with your queen mattress purchase. I took a moment to review your account and was able to locate your purchase from December of 2014. I see that you have been in contact with one of our Bedding Advocates since filing your concern....
We appreciate your response and for taking the time to share your photos with us. These photos help us better understand the condition of your mattress and to ensure that it is receiving proper support. Once we able to confirm the necessary information, we will be in contact to schedule an appointment with [redacted]. They are an independent company hired to complete your mattress inspection and determine if there are any manufacturer defects found. One of our representatives has reached out to you this afternoon with additional information regarding your claim. If you have any questions in the meantime, please contact us directly at [redacted], Ext. [redacted]. We look forward to speaking with you soon, and will continue to work towards resolving your concern.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[Only reason for rejection is I received a voice mail from Ms. [redacted] that she is going to swap out the entire sectional and we have to wait four to six weeks which is fine. [redacted] had originally said she was going to switch it and than because this design is not obsolete and after she called manufacture she agreed to do 1/2 sectional and with the other 1/2 having issues I do not feel that is fair. I feel having the whole sectional replaced as per my voice mail is fair and except that response]
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Good afternoon,Thank you for allowing us the opportunity to review your situation in greater detail. An order was placed on December 23rd for two custom Rowe sofas. Though we were not part of the conversation between you and the sales associate, the signed copy of the sales receipt shows the 30%...
non-refundable deposit charges on it. That being said, we do have the flexibility to reduce that fee under special circumstances. I would suggest reaching out to our customer service team to further discuss your intention to return and repurchase other items. I'm confident that we'll be able to help.
[redacted],I believe this issue has been resolved to your satisfaction. If you're in need of additional assistance, please contact us at [redacted].
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]