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Johnny's Mattress & Furniture Superstore

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Reviews Johnny's Mattress & Furniture Superstore

Johnny's Mattress & Furniture Superstore Reviews (15)

I am rejecting this response because: I don't care for their stories the boy's who delivered table told me it had just been put together also I was never given any paper work to know who to contacti did look it up on internet and left word about what happened and left a poor review of the product and those who sold and put it together and delivered it guess it's now just a he said she said story and only I will lose out but I sure have contacted this company a number of times with complaints from date of delivery about this junk item

Sauder, who manufactured the table, has a five year warranty which we indicated in our original response If the product is defective, they will supply the parts at no charge to correct it The customer needs to call them and order the parts!! The second table was in perfect condition when she received actually was the one on the floor that she requested in her original complaint and had it not been perfect, she would have refused it upon deliveryShe claims she never saw the "no assembly available" so we assembled it for FREE The table had a cracked leg so we delivered her another for FREE The customer is demanding more services for free when all she has to do is order the parts There is nothing else we can do for her if she won't take our adviseSince she doesn't agree with Sauders' warranty process, she wants to go to social media and bad mouth a business that has gone above and beyond to make this customer happy

Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ The factory rep has been to the customer's house twice and repaired the sofaBefore we received notice from the Revdex.com the rep texted her to let her know that the reclining mechanism would be replacedThe part has been ordered and the customer will be contacted when the part arrives and we will schedule a date to install it Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until this unit is repaired without fail or replaced completely I don't accept this responseWe've heard them twice before alreadyI was texted the afternoon of the day I filed this complaint by Chris the RepAgain, until this is completely resolved it's not acceptable Final Business Response / [redacted] (4000, 9, 2015/08/21) */ First off, the warranty is with the manufacturer, not usWe simply do not understand why we are reported to the Revdex.com when new have nothing to do with the warranty, the FACTORY issues the warranty! Regardless, we have offered to obtain the part, call the customer when it is in and replace the defective part at her convenienceThat is what the customer originally asked for in her complaint and that's what will happen

Customer purchased a Sauder table that was very clearly marked on the price tag right below the price "Cash and Carry only. No assembly available." We delivered the table in a box and the customer threw a fit because it was not assembled. We explained that the product was cash and carry
and did not come assembledTo accommodate her, we assembled the table for her right then and there which threw our whole delivery process behind that day by hours, causing other customers to be inconvenienced. The leg was damaged whereupon we replaced her table with another unit, again at no charge. Because of the way Sauder furniture is designed and assembled, we told her not to pick up the table by its top. The table was in perfect condition when we left but obviously she ignored our suggestion of how to handle the table which is why it is crooked and the side is loose! Customer called in to the store yesterday swearing and threatening usSauder has a five year warranty. All she has to do is call their customer service department and they will ship her free of charge the parts to repair her tableIt is not our responsibility to furnish the labor. She has no cause to be mad at us when we went above and beyond to make her happy

Sauder, who manufactured the table, has a five year warranty which we indicated in our original response. If the product is defective, they will supply the parts at no charge to correct it. The customer needs to call them and order the parts!! The second table was in perfect condition when she received actually was the one on the floor that she requested in her original complaint and had it not been perfect, she would have refused it upon deliveryShe claims she never saw the "no assembly available" so we assembled it for FREE. The table had a cracked leg so we delivered her another for FREE. The customer is demanding more services for free when all she has to do is order the parts. There is nothing else we can do for her if she won't take our adviseSince she doesn't agree with Sauders' warranty process, she wants to go to social media and bad mouth a business that has gone above and beyond to make this customer happy

I am rejecting this response because: Everything that MrB*** said in his response to my complaint is true However, his attitude in response to my phone call in November telling him that my bed was not working made it clear to me that he was not interested in helping me contact anyone at *** or any repair company that could help me with my bed that does not work Only after my chiropractor's office called to ask about my situation did he change his tune and take my concerns seriously as a matter that he should be assisting me with When he called me after the chiropractor's call to him, he stated that he was not aware that I still had problems with the bed until minutes earlier when that office made the call However, in the course of the conversation with him, he shared details about my situation that he could have only known by reading the complaint I filed He also knew what compensation I had listed as wanting as part of the resolution to my malfunctioning bed I had shared none of this information with the chiropractor's office.I realize that what the store can do is limited, however, I feel anyone who sells a product has some responsibility in making sure that it works properly after it is delivered to the customer There was no willingness to help other than giving me a phone number to call for repair - no interest in seeing that the repair was done satisfactorily in a timely manner at all For this reason, I will not drop any complaint against Johnny's Mattress and Furniture Store or the manufacturer until this issue is resolved Almost two months with no resolution is inexcusable and any store, manufacturer, warranty company, and repair business selling snd serving the product should be very concerned about such a product and such lousy service

Initial Business Response /* (1000, 5, 2015/08/14) */
The factory rep has been to the customer's house twice and repaired the sofaBefore we received notice from the Revdex.com the rep texted her to let her know that the reclining mechanism would be replacedThe part has been ordered and the customer
will be contacted when the part arrives and we will schedule a date to install it
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until this unit is repaired without fail or replaced completely I don't accept this responseWe've heard them twice before alreadyI was texted the afternoon of the day I filed this complaint by Chris the RepAgain, until this is completely resolved it's not acceptable
Final Business Response /* (4000, 9, 2015/08/21) */
First off, the warranty is with the manufacturer, not usWe simply do not understand why we are reported to the Revdex.com when new have nothing to do with the warranty, the FACTORY issues the warranty! Regardless, we have offered to obtain the part, call the customer when it is in and replace the defective part at her convenienceThat is what the customer originally asked for in her complaint and that's what will happen

As I stated to Ms*** and also to the Revdex.com, I have done everything possible to resolve her issue. I do not understand how Ms*** feels I did not care about her issue in November when I sent someone out to try to resolve the issue even though that was against the manufacturer's guidelines. Our company was not reimbursed for the man hours, gas, etcthat was used to do this. When she said the problem still wasn't resolved, she advised about how to get the warranty resolved. I heard nothing further from Ms*** that the issue wasn't resolved and assumed it was taken care of. I received the complaint via email literally within minutes of Ms ***'s chiropractor calling meThe complaint was never received by the company until then because the email that the Revdex.com had on file was no longer accessible. I have called and emailed *** on several occasions since talking to Ms*** last week. Today, I was told by *** that they will replace the adjustable base. I am unsure what Ms*** expects me to do beyond what I have done. I feel that I have gone above and beyond any responsibility that the company has in this instance. Had Ms *** alerted me that the issue was still unresolved earlier, I would have been able to attempt to resolve this issue much earlier. Unfortunately, I cannot fix a problem that I am unaware of. It is our position here that we are unfortunately unable to resolve issues if we aren't told about them. As I stated to Ms***, I am always willing to intervene with a manufacture if there is an issue with getting a warranty issue resolved, which is exactly what I did once I was notified there was still an ongoing issue

Initial Business Response /* (1000, 5, 2015/04/24) */
The customer called on March 24, and said that the fabric on the two reclining seats of the sofa she purchased was balling up in little beadsIt was only where they sitI told her that we would contact *** and find out what they want
done*** told me that they would pick up the sofa on our next delivery and access the problemThey said that they would probably reupholster itThe customer came back into the store a couple of days later before I had the chance to call her and asked if we heard anythingI told her that *** was going to pick it up and take care of the problemShe stated that she did not want the same fabric put back onI told her that she could pick another fabric out if that was the caseThe only reason that we have not picked up the sofa is that *** had not set a delivery date with us and there was no reason to take a perfectly good working sofa out of her home until we knew when they were coming*** has scheduled a delivery to our *** location the week of April 27thWe were going to call her and let her know that we would pick it up on Monday April 27th and take it to ***At NO TIME did she say that she wanted a refundThis is a manufacturers warranty and we need to be given time to take care of itShe is more than welcome to come out and choose a different fabricWe can only do what the manufacturer will allow us to do during the warranty periodWe have full intentions of taking care of the problem that she has stated with the fabric
Initial Consumer Rebuttal /* (2000, 7, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My sofa was picked up on April 27th 2015, I was only told one day ahead of time whenthey would pick it upI did go and pick out a different fabic for it to be reupholsterI do hope I don't have to go all summer without a sofa!

I am rejecting this response because:I was told to weeks!I only starting calling after the week mark!!!I only called once a week, NEVERto times a week!Maybe twice the one week I was told about the fabric being ordered!!!!The actual complaint should be against the company making the furniture and I told Shawn this also!!!!This us VERY upsetting NO matter what!!!

Bottom line is this. We have done everything in our power to get Ms*** her merchandise. Once we order from a factory, we have to wait just like the customerThere are situations that we have absolutely no control over98% of the time things go as they should but this is one of the % that have a glitch. In a perfect world there are no glitches but we deal with them the best we can when we have one. We appreciate her business and will notify her the minute her merchandise arrives

I am rejecting this response because:
I don't care for their stories the boy's who delivered table told me it had just been put together also I was never given any paper work to know who to contacti did look it up on internet and left word about what happened and left a poor review of the product and those who sold and put it together and delivered it...... guess it's now just a he said she said story and only I will lose out. but I sure have contacted this company a number of times with complaints from date of delivery about this junk item

In response to the complaint filed by *** *** concerning her adjustable base. Ms*** had an issue with the performance of her adjustable base made by ***. ***'s manufacturer's warranty states that they handle any service or warranty issues directly with the customer and that
we are not permitted to service their product. Doing so would void the warranty as we are not certified technicians for said product. I did dispatch one of my employees to Ms***'s residence to see to see if this problem was in how she had the base plugged in, batteries in the remote, etc. There were no issues while my employee was there but we referred her to the number in her warranty information to get a technician from *** to service the base. At that point, I heard nothing more from Ms*** about this situation so the assumption was that it was resolved satsifactorily by the manufacturer. On 12-14-16, I received a call from Ms***'s chiropractor informing me the situation was not resolved. I called *** myself and they advised they use a third party company for service and they would see what was going on with her problem. I received an email today, 12-16-16, stating that the replacement parts were being shipped via FedEx and a technician would be scheduled at Ms***'s convenience to replace the parts. I did not receive any notice on the complaints to due our company switching email accounts and inadvertantly missing this as a contact to inform of said switch. I would like to reiterate that this is a manufacturer's warranty and is always stated as Such at the time of purchase. While we do not offer the warranty directly and via ***'s guidelines are not allowed to service their product, we did make every attempt to resolve the issue for Ms***. I even called and emailed the company immediately to gain resolution as soon as being informed the issue was still ongoing. Had I been notified previously, this issue would not have continued for the length of time it had. I went above and beyond our responsibility with what we are required/permitted to do with this manufacturer. I spoke to Ms*** on 12-14-and again today to advise her of what steps I have taken and where the situation currently stands. While she is still not satisfied with ***, she stated that she was appreciative of our efforts here at Johnny's Mattress & Furniture. As we have done more than what we promised and what is required of us, it is my feeling, as well as Ms***'s from her discussion with me, that this is a complaint against *** Manufacturing and not our store

Initial Business Response /* (1000, 9, 2015/12/30) */
Mr*** entered into a legal contract on Dec21, to purchase a reclinerAfter hours of him demanding a better price, we gave him a substantial discountThe recliner was $529, free delivery to Galion plus tax for a total of
$The competition was $plus $delivery plus tax for a total of $620.97, making us $cheaper, which disputes his statement that we were more expensiveHe waited a week to inform us of his desire to cancelIt is stated clearly on his signed copy of his contract the cancellation policyAs per advice from the State Attorney General, we have also posted it three times on the front of the sales counterWe had multiple opportunities to sell the recliner that week but turned them down because we had a contract with Mr***
I informed him I would send him a refund within the thirty day period that the policy statesI had intended to fully refund his deposit but due to the fact that we will now have to go through an examination from the Revdex.com and the State Attorney General, I am living up to the exact wording of the return policy that states there will be a 25% restocking/processing feeHe will receive a check by January 28, as stated in our return policyOn a side note, Mr*** started screaming at me, calling me a liar, in a busy showroomOther customers later stated he "acted like a jerk"He also needs to explain to his daughter what a legal contract is and when you renege on your word, there are consequencesYes, I invited him to not come backHe wasted hours of our time, we lost sales and then a week later, disrupted my business and other customers and now he wants to blame us for following the terms of the contract?
Initial Consumer Rebuttal /* (3000, 11, 2016/01/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1st, There was no legal contractOnly a receipt
2ndIt is illegal per the Attorney General to charge a re stocking fee when the merchandise never left his showroom floor
3rdIt doesn't matter what his price was nor what the competitors price wasI did purchase the entire set on line and it was less expensive elsewhere but that doesn't matter
Finally, if he is going to threaten me or my year old daughter that will be the last strawThe State Attorney General as well as Loretta Finch(US Attorney General) will be contacting him shortly
I will be filing suit against him and his employee if this is not resolved$refundNo less
I have email documentation from his employee harassing meThese emails will hold up in court but I'm willing to drop the entire suit if the total amount is refunded within daysIf not please advise this business and the so called owner that I will continue with the lawsuit
Final Consumer Response /* (4200, 15, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no evidence to support these accusationsSecondly it's called freedom of speechIf I want to file derogatory complaints against this said company with Revdex.com, State Attorney General, US Attorney General, and Consumer Affairs, friends and family, I have that rightAt no given point did I go into any other showroom and complain about this companyMy purchase was done online, not that it has any bearing on this situation
Finally, it doesn't matter if this chair was on his truck scheduled for delivery,(which it was not,Still sitting on his showroom when I arrived), it was never in my possession at any given time to this so called policy on the back of his receipt is deemed invalidIf his receipt states his policy on items still in his possession and or in customers possession, only then would this be valid and we would not be having this conversation
If this business feels that 25%$is worth going through the court system and he has that much money to spend on his attorney that's fineA good business owner in my opinion would just say lets make a customer happy so there is no negativity
I'm happy to settle this matter like an adultSend me my $back ASAPThis will close the case with the Revdex.comNo further action will be taken with Revdex.com
Final Business Response /* (4000, 17, 2016/01/07) */
Mr*** will receive his refund check within the allotted day period for $The restocking fee is 25% of the purchase priceThis is what we have said all along would happenI also find it rather curious that Mr***, as a local business owner, would go online to purchase his furniture when there are so many LOCAL businesses he can deal with, whether mine or others that carry furniture
So much for his supporting local businessWhen he goes out in the public, he should be aware he is representing his business alsoHe has made a spectacle of himself with his actionsI personally heard from one of the people he tore my business down in front ofI will now exercise my right to suggest people buy their baked goods online and not from his storeJust for the record--his recliner WAS loaded on the truck and on the way to be delivered (free) when he called to cancel the deliveryWhen he came into the store, they were at that very moment returning it to the exact location that he purchased it--beside the matching sofa and loveseat!

On 10/3/we ordered Ms*** sofa and love seat, and told her it would take approximately 4-weeks for delivery. We were notified that the fabric was out of stock and then notified Ms*** of the situation and told her of the additional delay and the minute it arrives, we will call her
As of today, it has been only weeks, the product was shipped 12/5/17, is on a semi headed to our store, and considering the original estimate of 4-weeks and a delay from the mill who makes the fabric, we are right on schedule. We offered to let the customer re-select and offered her free delivery since she intended to pick up her merchandise herselfShe declined the re-selection and we have noted on her paperwork "Free Delivery." We are sorry for the delay but we are at the mercy of the factory once we place an orderWe have no control over timing from that point onWe had the factory representative call her to reaffirm what we were telling her was the truth and at no time ever mislead her. She has contacted us 2-times a week and every call was answered with the updated situationThe product is to arrive in our store any minute and she will be notified the minute it arrives and scheduled for delivery

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Address: 1534 Ashland Rd, Mansfield, Ohio, United States, 44905-1803

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