J R Furniture USA

[redacted] purchased a leather sofa and loveseat on July 30th, They received the furniture shortly after that dateA couple weeks later they called to say that they were not happy with the way it looked and that it had excessive "crushing" after a few days useThey emailed pictures and upon inspection we didn't see anything wrong nor did we see any crushing of materialsThey demanded their money backAccording to our company policy, there is a 20% restocking fee on any cancelled ordersThis is also mentioned on the invoice that the customer signed at the time of the saleAt the time, the customers elected to not exercise this optionThe furniture purchased is still covered under the manufacturer's limited one-year warrantyAt the customer's request, we would be pleased to send a licensed technician to their home to inspect and assess any issues regarding the furniture

Complaint: [redacted] I am rejecting this response because: That is completely untrueI was told if it was replaced again that NONE of our pieces would be covered under warranty anymoreAgain, what good is a year warranty if it is not good for yearsClearly you didnt read my complaint.Your technician came, stood in my living room, didn't even LOOK at the partsJust went "ahuh ahuh" and walked outDidn't even attempt to look at my couchMy husband on the other hand, turned the couch over and FIXED THE COUCH himselfThere is absolutely no reason to replace my couch nowhowever, When your own service manager is telling us that we should destroy our couches prior to the end of the warranty so we could get a new one! That should have been enough of a heads up that I would be having these issuesTalking in circles, giving vague answers, etcThe spring that was installed too tightly onto the couch is a manufacturer defect that has been fixed by my husband because he is clearly able to do the job that your subcontracted technicians couldn't.? ? Again, this is absolutely not satisfactory by meI stand by the resolution I wantI am not okay with a couch that constantly breaks that I paid big money for.? Sincerely,

Complaint: [redacted] I am rejecting this response because: Got call from store manager 3/19/17, he stated he had new couch to swap out so set up appointment for 3/25/when I was available for inspection they removed 1st couch then brought in 2nd, upon inspection noticed it had layer of dust, a long scuff on side and would not recline on one side.? I took pictures and called store manager who stated no problem he would order another and would call in to weeksHopefully the next one wont be one they found in back of warehouse and will inspect before delivery Sincerely, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ? ?

This issue has been resolved

The product was ordered as we do not sell our floor models? It is sitting in the warehouse waiting for this to be resolved? It clearly states on the policy sheet that was signed by the customer that all orders that are cancelled will receive a 20% restocking fee? We have not charged the customers credit card anything as we don't keep the credit card numbers

Complaint: [redacted] I am rejecting this response because: I showed up to pick up my furniture on tuesday and they did not have it at their facilityI am currently unable to find help to pick it up again Sincerely, [redacted]

I ordered a sectional in store and was told it was in stock with two available Two weeks later one was delivered The delivery people were unable to get it to assemble and it had scuff marks, tears, and a broken wedge back 3rd party delivery would not take back I called the store and it was admitted that the didn't have one in stock and they had sent me the floor model without my consent I had paid for a new couch This has been a week ordeal Thus far they have only been willing to offer me store credit or an unsatisfactory sum of (

Ms [redacted] will be receiving a refund of the original delivery charge in the amount of $All refunds that a debit card was used will recieve a written checkThe check must be processed through our Corporate Office According to our terms of service JR Furniture has a processing time of days from the requested dateAlso, in our terms of sale the Pick up Hours are listed stating that the customer can not pick up on Mondays, there was a copy given to Ms [redacted] on the day she orderedAttached is the terms of sale signed by Ms [redacted] JR Furniture

The couch my husband and I received from JR Furniture is nothing like the one we sat on in the showroomUpon bringing the cushions into the store my friend and I both compared the couch I received and the couch shownThe couch I received was comptley differentThe back pillows were filled differently and in a different liningThe bottom cushions were as hard as a rock and the zippers were stuck as the lining has escapedThe back pillows were also larger than the ones listedWe tried to explain to the store manager gary our issue but he wouldn't hear us out or help with a resolutionHe essentially kicked us out of the storeThe next day I called the other owner PaulHe seemed hopeful asked for an email and then never respondedToday I called to follow up and he again was very rude and had no resolutionWe have an entirely different couch than what was ordered and I feel this is a bait and switchAdvertising is and products are not qualityThey told me they are not abl

Complaint: [redacted] I am rejecting this response because: JR Furniture has finally repaired the beds and the $refund was processed on 12/22/With all of the many and ongoing issues that have occurred over the past months I am requesting a discount on the furniture I purchased at full price which was about $4,Sincerely, [redacted]

The customer was delivered what they purchased Again, we are not responsible for manufacturer delays We do not reimburse for cancelled plans

Ordered on June 5th Was told it would be delivered June 22nd delivery window (5-pm)Delivery never shows, I called at 7:and they said they tried to deliver multiple times (I was home since pm)They wouldn't deliver that night, they also couldn't deliver the following day, it would have to wait until June 24thWorkers show up on the 24th, sectional couch was in the wrong configurationCalled and spoke with AntonioTold me he had the correct configuration in stock (lie) and it would take minutes to get the right one to me, he then changed his mind and said the one in stock wasn't right eitherI told him to cancel the orderHe said he wasn't authorized and we could use the wrong couch for the weekendI declinedHe said the sales person (Jonathan) would contact us the next day and that we would have the correct configuration at the latest WednesdayI was adamant we just get a refundHe eventually hung up on meJonathan calls me the following afternoon and says h

Sorry about this we are ordering a new part for the customer the back for her this will take us to weeks to receiveWe'll be in contact with her and let her know soon as the part arrives

Complaint: [redacted] I am rejecting this response because: I emailed JR Furniture within two hours of receiving the latest response from JR Furniture which was sent to be by the Revdex.comI had not been made aware previously that the the parts were now availableEven though I emailed the company throughout the week Kristen was not able to even schedule or offer any available times that a technician could come out to repair the bedThis is quite unreasonable if they actually have the parts as they are assertingI am also having an issue regarding a refundOn 10/09/I ordered some additional furniture but I cancelled it on 11/08/when I was made aware that the furniture had to be made and that there would be no definite delivery dateThey have refunded the majority but I am still missing $On 11/30/Kristen confirmed that I was still owed this amount but almost a week later and there is nothing on my cardSo here I am months later and I still need the bunk beds that I ordered repairedSincerely, [redacted]

This product was fixed by the technician but the customer was not happy with it So, we told him we would exchange it for him Since the customer picked up his purchase, he is responsible for bringing the damaged one back to us and picking up the new one We can deliver for $as the customer has been told

I came in to purchase furniture and found a set I liked, picked out materials, paid a down payment and financed the setThey said it would be delivered in two weeksI'd changed the fabrics several timesAfter two weeks, they said the order was delayed another two weeksIt has now been ten weeks and the order has been delayed four timesThe only option I am getting from the general manager is to change fabrics, and they will not cancel my order or give me a refund of my down payment because it is apparently a "special order" and it's already in the systemI ordered a service and product, and I have not received what I ordered so I'd just like a refund

The above consumer filed claim # [redacted] on 1/4/for possible frame damage to their sectional Frame breakage is covered under the protection plan they purchased We dispatched a technician and were advised that there was no frame breakage rather it was a bent spring and spring cage This is not covered under the protection plan Janie C [redacted] SrCall Center Manager GBS Enterprises / GBS Warranty Services, LLC

We went to JR Furniture looking for a sofaOur budget was $We found one for $While I was checking it out the salesman scared my wife saying you'll be unhappy its garbage, pick this one you'll love it for years to come$moreI felt uncomfortable about this but we bought itWe were never told that there was a 20% restocking fee immediatly after purchaseIt took a couple of weeks for it to be deliveredBefore then I tried to cancel but was always told the manager was out of townMy wife talked me into giving it a tryIt's horribleI can't sit on it for more than minutes without my back hurtingI went to the store and again the manager was out of townI finally found him in the store last ThursdayI said I wanted to return it for a refund he just said notoo bad we dont do "customer satisfaction" I wasn't even able to let him know about my back issues when he rudely said "We're doneGoodbye" He lied and said he had called and spoke to me! I feel we were bulli

We are sorry for all problems with the order and delivery the delivery was done for free no charge on Wed June 9th