Jack's Warehouse

My son [redacted] told me about this place when I moved to Phoenix. I'm glad he did. Great service, exceptional product and reasonable prices. You can tell these people really care about their business and doing it right. I actually met the owner [redacted] and I have to say he was a really genuine guy. [redacted] and his staff have a great chemistry for making you feel welcome.
I'm a very analytic type so I did my homework before making a purchase. I think I've been to every furniture store in Phoenix and I can tell you this; not all furniture stores are created equal. Most of the other stores I visited seemed dumpy and desperate to make the sale. Not Jack's; their showroom is beautiful and their staff service oriented. I purchased a couch, tables and a bed for under $2k delivered. The quality of their furniture was better than most of what I've seen elsewhere and I love it. I feel like I got a really great deal.
thanks [redacted], keep up the good work

I recently bought two sofas from Jacks Warehouse which unfortunately didn't work out for us... But I have to say I had a great experience from start to finish, Customer service from both [redacted] and [redacted] were outstanding!! delivery guys were wonderful,friendly and on time.

And even though I had to return the items they were still great!! My refund was processed back to my account no question asked. So I just wanted to say that I truly appreciate from the bottom of my heart for your outstanding Customer service!!!

Review: In August of this year, my husband and I ordered all new living room furniture from Jack's Warehouse in Arizona. We ordered a sofa with a chaise, love seat, and a recliner, all matching and all by [redacted] We ordered these items over the phone. I spoke with a female sale's rep. I told her exactly what we were looking for. I had found the sofa with chaise myself on their web site before I called them and I told her that we wanted a matching love seat and recliner and we needed them all to be the EXACT same color. She guided me to the matching love seat and then to the recliner. I told her we would take those 3 pieces and I asked her more than once if they were all the exact same color as we needed them to match and she assured me 100% that they were, so we placed our order. She also talked us into purchasing an extended 5-year warranty. The furniture was shipped to us and we we received it in late August. However, since we were having our house remodeled, we did not open them right away and put them in the storage pod that we were renting that was in our front yard, where they were completely safe in secure in their heavy-duty packaging. A few weeks later, once the remodel on our house was done, we brought the furniture into our house and unpackaged them, only to find two MAJOR problems. The first was that the recliner was an entire shade of green darker than the sofa and love seat and not at ALL what we ordered and we were promised it would be the same color and be an exact match. Secondly, the sofa has about a half-dollar sized tear in the arm of it. I immediately called Jack's and have been trying to work with their CEO, Scott G[redacted] for the past couple of months. They are refusing to replace our sofa and only sent us the material to have it repaired and they won't do anything regarding the recliner. This is NOT acceptable. A brand new couch we paid good $$ for should NOT have to be repaired.Desired Settlement: Replace our recliner with the correct color. Your employee ASSURED us over and over that this recliner would be an EXACT match to the sofa and love seat. Also, REPLACE our sofa. It arrived damaged, which is NOT our fault. We spent nearly $1000 on this soft and sending us material to have it repaired is NOT satisfactory. We should not have to have a BRAND NEW sofa that we JUST purchased repaired. It is not our problem if shipping another one is "expensive." It is not our fault that it arrived to us damaged. We paid good money for this sofa AND the warranty. We have not even taken the tags off of this furniture, so you can easily send us a replacement recliner and sofa and take these ones back and resell them. They have barely even been used and are still brand new. This has been dragged on since September and my patience and running out. I have been very understanding, cooperative, and patient up until this point. This needs to be resolved THIS week.

Business

Response:

We have been working with Mrs. [redacted] the entire time since she first contacted us stating that there were issues with her order. Two sales people, Delivery Manager, Sales Manager, IT Manager and myself (CEO) have been working with Mrs. [redacted] as I have personally been in contact with her for the past several months. Rarely, do I become involved with issues like this because my job is to run the company and usually our General Manager or Sales Manager can find a resolution but this one has been a bit more challenging.There are two issues. The first is a small tear on one of the sofas that apparently was caused in transit according to Mrs. [redacted]. In an initial phone conversation with Sales Manager Eric W[redacted] Mrs. [redacted] reported the tear. She also mentioned she was unsure how it happened and that it is possible that her contractors moved it during the remodel of their home. Our policy indicates that ALL damaged items must be reported within 7 days of receipt of the item. Mrs. [redacted] did not report the damage until about 5 or 6 weeks after she had received the items, which, falls way out of our return policy or damaged item policy. Being that the reported damage was reported approximately 5 to 6 weeks after receipt of the product, our company is not obligated by our policy to rectify the issues. It is no different than if you purchase an I[redacted] from [redacted], wait 6 weeks to open it, realize it has some type of damage and then expect to return it to [redacted]. [redacted] will not accept it and will refer you to [redacted]. [redacted] will probably repair the phone, but for a cost. Now, even thought Mrs. [redacted]’s damage fell outside of the return policy, my staff and I agreed that we would pay to have it repaired by a furniture repair company in her area. We agreed to do this at our cost even though we are not obligated to repair or replace the item. At first, Mrs. [redacted] declined stating that she could not be without her sofa while the repair company repaired the item. In a later email communication, she agreed to research on her own a repair company and that we would pay for that repair. My staff went as far as to look for a repair company in the town that she lives in. As it stands, we will still offer that service to her and are waiting for her to refer us to the company of her choice.The second issue is that an item (a chair) that was shipped to her was the wrong color. The order that was shipped to her was the order that was submitted to us via an online order. Mrs. [redacted] states that she did not place any order whatsoever online however, we have an online order with the name “[redacted].” The items that are in this order are the items that were shipped. Only a customer can create or would create this order. Additionally, there is no explanation as to how or why the name “[redacted]” was included in the order in that, our staff does not know who “[redacted]” is. Mrs. [redacted] has indicated that “[redacted]” is her husband. Despite the fact that Mrs. [redacted] or someone other than anyone at this company completed an online order using the name “[redacted]”, we offered to send a brand new chair with the corrected color at our cost as long as Mrs. [redacted] covers the expense of the freight of that chair. Additionally, she would be able to keep the chair that she currently has as well. Mrs. [redacted] declined that resolution.As a company, we have worked very hard to rectify this situation even though in both scenarios, the situation falls outside of the 7 day return policy as well as the fact that orders are shipped based on the information provided to us in the order that is provided by the customer. Again, we have offered solutions that have been rejected. With that said, we would like to find resolution to this issue. Thanks,Scott Garrison