J R Furniture USA Inc

In response to this claim the Manufacturers warranty does not cover wear on the furniture caused by useThe customer has already contacted the GBS warranty company and the claim was deniedOur company has told the customer we are unable to issue any credit for these items due to the fact the
furniture issue is caused by use

We are ? sorry about the length of time to resolve the repair issuesThis is leather match upholstery as stated in maufactour description in the attachmentWe do have parts on order for the repairs at this time but we are willing to issue a $credit to the customer and allow them to keep
the furniture as it is now

Complaint: ***
I am rejecting this response because:I have been trying to contact management and owner since April, I have now attached items:Copies of all emails sent to "Terra," Tacoma, GM.? Conversation dictation with "Sam," Manager of Tukwilla.? I have also attached pictures that are located at the bottom of the email log.? ? All I am asking for is for the owner to call me back and see what we can do about this problemI have never in my life been treated like this before from a business.?
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because: I already provided pictures 2x once on Sept 16th and second on Oct 13th and sent to the email address I was provided on 9/16/at [redacted]@gmail.comI followed up over the phone and over email several times to confirm the receipt and the company didn't follow upReplacing mattress on the sofa where we sit will not solve the full problem, as the top backrest cushions are not removable and cannot be replaced unless the full sofa is replaced.? I request to get a refund for the sofa.?
Sincerely,
[redacted]

The customer received a exchange on Saturday the 22nd
?

The customer was seen by technician Monday October 10thThe repair is complete

Complaint: [redacted]
I am rejecting this response because:
We are 100% sure that at least the sofa that was delivered the second time was the displayed sofa, it has a small cut that we saw in store and one side of the sofa is lower than the other one from the usage.?
[redacted]

We are sorry that the extended year extended warranty is not covering the issueAnd the factory warranty is expired, but to go beyond that to try and? help out the customer we are going to send our service tech our to her home to repair best as possible

Hello,
This is *** ***
Thank you for your assistance in this complaint
Anita (or Bonita?) from JR furniture in a different location was able to secure a sectional in the correct configuration from the store in GreshamWhy the Hillsboro store wasn't able to do this? I still dont knowI'll
consider the matter resolved
Thanks,
***

This customer picked up their furniture which means they have to pick up the new and return the damaged? They were given a choice of three warehouses to pick up from, not just oneThe table is on order and the customer will be called when it comes in? They will then have to choose one
of the three warehouses to pick/drop off up from? We do not cancel orders that have already been fulfilled

Complaint: ***
I am rejecting this response because: The business has completely ignored to address the extreme rude and unprofessional behavior of the service technicianIt is very unfortunate that they have not even apologized for their technician's behaviorAlso, the problem with the sofa still exists, which the technician was not even willing to talk aboutThe technician did not have a convincing reason when I showed him the problem that exists with the sofaOn top of that the technician was very condescending and rudeAs a result I had to ask the technician to leave my house as I felt very uncomfortable with his presence at my homeThe sofa has problems and is within the warranty periodI think it is the manufacturing defect and cannot be fixedThis is the reason that JR Furniture is now avoiding to address the issueI would like that the sofa is returned with a full refund because I do not feel safe and comfortable dealing with this business anymore and do not want any of their personnel entering my homeI want full refund
*** ***?

The customer had purchased sectional in August, We had replaced the sofa in because it was beyond repairThe customer started having issues with the same piece in September We had send our technician for inspectionUpon inspection he stated that the sofa had multiple issues and
this is something that is not covered under the manufacturers warranty.? The customer had purchased the extended warranty which is good for yearsAccording to the extended warranty company if they are replacing a piece than that piece is out of warrantyWe have already replaced that piece once and as a courtesy were willing to replace? that? piece one more time which than they wont have any warranty on the sofa but still have warranty on the other piecesThe customer didn't want the piece replacedWe have tried to explain that once a piece is exchanged than it doesn't have warrantyWe are sorry that the customer is having issues but we did everything that we could do on our end

The manufacturer sent the wrong mechanism for repairWe reordered it and the correct one came inThe technician called to schedule but Mr *** refused any repairsMr *** wanted to return? both itemsAfter explaining that this is a manufacturer error Mr *** agreed on having the piece replacedThe claim should be completed this week.Thank you

The customer was charged a 20% restocking fee for the cancelation of the order as stated on the policy agreement that they signed? We received the product for the customer the day after they ordered it and it has been sitting in our warehouse for them ever since? The policy clearly
states that all orders that are cancelled are subject to a 20% restock fee

Complaint: [redacted]
I am rejecting this response because: If you using the couch and feeling the framing of the couch is industry standards I beg the differ
Sincerely,
[redacted]

The customer purchased this product in July of ? We are now in Novof ? The purchase is one year and four months old? It states in the policy paperwork that was signed at time of purchase that we do not do refunds? No where on any of the paperwork does it say that we
will deliver to this customer? It states that the customer will pick up from the Lakewood store? We have never and will never deliver to Eastern Washington? That is not a service that we offer? At this time, and because the purchase is so old, the customer must either pick up the product or lose her deposits

We will order the armless chairs and the chaise from our warehouse.? We will give you a call when they come inYou will need to bring the damaged pieces to exchange for the new onesIf you want this to be delivered there will be a charge of $in cash to the driver

The parts for your sectional have been orderedAccording to the Stanton Warranty we are doing what we canIf you want this replaced you will need to contact the manufacturer directly

This customer had an issue with the sofa and we sent a technician out.? The technician said it couldn't be fixed and suggested we exchange the sofa.? That is exactly what we did.? ? ? Some months later the customer was having an issue with the new sofa.? We sent the
technician back out.? He told me there was nothing wrong, so we closed the service report.? The customer called wanting to know when his new sofa was coming.? I explained that the technicians report indicated that everything was ok, but customer insisted there was an issue.? We sent the technician back out and he concluded there was nothing wrong? thank you,Craig H[redacted]Store Manager

To whom it may concernOur Company is willing to order the parts for the Stanton SectionalIf the customer is able to provide pictures that were asked for we can get this startedThe warranty on the mattress: the customer will need to go to the Simmons Website and file a claimJR Furniture does
not carry the warranty for the mattressAccording to our records we have not received any emails from this customerPlease let us know what the issues are regarding the Stanton Sectional