Johnson's Furniture Reviews (%countItem)
Johnson's Furniture Rating
Address: 921 Westgate Ln, Bossier City, Louisiana, United States, 71112-3525
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+1 (318) 746-4224 |
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Broken furniture at a new price.
I put a deposit on a love seat and couch set on February 10, 2018. My sales agent, *** advised me to do this and then to come in a finance the set after I closed on my house. On April 24, 2018 the furniture was delivered. When I arrived home that evening I noticed that the footstool on the couch would not close all the way down, would get caught, and the entire couch leaned towards that side. On April 25 I called and informed *** She then had someone from the office call me and tell me that their in house repair man would call me. The repair man called me and came out on April 26 to determine that what I had told them was true. He called me on the 27th and told me that the part had been ordered and may take up to two weeks. I waited and never heard back from anyone. On May 21, 2018 I called and was called back by *** who explained to me that the repair man has been sick and he was so sorry no one had contacted me, but he would research what would happen and would call me back. He called me back on May 23 and let me know that the couch had been discontinued but the part was indeed coming and should be here in two weeks. On June 6, 2018 I called and *** apologized again and said that he would have the repair man's son call me and discuss what needed to be done. I then received a call from *** who I believe is the manager. He told me that he had heard what had happened and wanted to apologize and for sure the part would be in on June 12. The repair man called and we set up a pick up date for June 18 at 1pm and they would bring it back the next day. I then called *** to make him aware of this and he said after they got it all fixed and taken care of, he would do something to fix this and make it right. I asked if some money could be taken off since I had been making payments on a broken couch that was sitting in my home, he said we would discuss it after all had been fixed. The half of the broken couch was picked up on June 19....instead of the 18, was fixed, and returned on June 20. The couch does now recline however, you have to manually pull it up with you hand after you pull the release lever. I called *** and let him be aware of all of this where his response was, "great, great, that's great". I asked what they were going to do to make this right and he told me that he would be offering me $100 store credit. I asked about taking it off of the amount due and he said that they did not do that. So I am basically paying for a couch in "repaired" condition that was sold to me new and they want me to spend more money at their store to use a credit toward what may be more broken furniture. Needless to say, I will never do business with Johnson's Furniture again and will not be using the store credit after waiting 2 1/2 months for my "brand new" couch to be fixed.
It would be a good business practice to adjust the price of the broken, now repaired couch I am paying for.
Here at Johnson's Furniture, we know that service after the sale is one the most important aspects of the furniture retail business. With that in mind, we take servicing our products very seriously and we pride ourselves on the fact that we take care of all of our customers. The above mentioned customer was one of those customers. The sofa and loveseat in question was sold to the customer as a red tag "Closeout". This purchase came at a deep discount (sofa and loveseat for the price of the sofa). Typically, as a store policy, these purchases are considered "as is" as clearly stated on the sales tag which means that we do not give the traditional 1 year service guarantee that we apply to our regularly priced items. However, we chose to go forward with servicing this piece despite the policy. We did this because our customers are the most valuable part of our business, and we do our very best to ensure they are taken care of.
After send our service man out to inspect the issue, it was determined that parts must be ordered from the manufacturer. In most cases, getting replacement parts from the manufacturer takes anywhere from 3-6 weeks. Since this particular frame was discontinued by the manufacturer, getting the part took longer (the manufacturer had to locate the part). We explained this to the customer once we were notified by the factory that the part was going to take closer to the 8-10 week mark.
Once the parts came in, we set up a time with the customer to come and pick up the piece and make the repair. After the repair was made, the customer was offered $100.00 in store credit as a way to help strengthen the consumer/business relationship. At that time, the customer was satisfied with not only the repairs, but also the store credit. While we understand that it can be frustrating to make a purchase and have problems out of the merchandise, we went way out of our way to remedy the issue, ignoring a policy along the way.
(The consumer indicated he/she DID NOT accept the response from the business.)
When the furniture had the deposit put on it , it was in the back room and my mother and I checked it over thouroughly to make sure the "as is" condition was good. It was fine at the store so, obviously the damage happened during the move of the furniture. I am an educated woman so I understand that things in trucks move and cause damage to other things unintentionally. I called as soon as we noticed this damage. I didn't realize that forgetting to call me for a number of weeks and not checking in with the department that over looked this was going way out of the businesses way. They told me that their repair man had gotten sick and they just completely forgot about my issue. That is exactly how it was worded to me. Every time I spoke to someone I felt as if I was being rushed off of the phone with assurance. I had to say that the couch would just be fine at this point because it has already been so long that I've been dealing with this and I am frustrated. If I wanted repaired furniture I wouldn't have came to a store to buy new furniture for the first time in my life. I am so disappointed and let down in this situation that I just want to be done with it. This is not how I expected this experience to go.
In the interest of a resolution, we are willing to send the customer a check instead of store credit. Should the customer agree to this resolution, the check will be sent to the address that we have on file.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, that will be very helpful and will cover a payment on this. I understand this issue is something that doesn't normally happen and people getting sick cannot be helped. I just wish I would have been kept in the loop of things instead of having to call myself to be told I was forgotten. Thank you for making this right.
Received my TV stand completely destroyed, chunks missing out of the solid wood, etc. Filed a claim with the company which has gotten me nowhere.
I bought a solid wood TV stand (product number 600-JON3193N) which is a 70 inch solid wood Console with 6 drawers and 2 sliding doors, from Johnsons Furniture on 02/09/2018 which I paid shipping and handling for it to be delivered to my house. Sales number is 1373020, I bought this product from a man named Kyle. I ended up having to go pick it up from the shipping company (R&L Carriers) on 02/13/2018 because they were unable to deliver. I signed the paperwork from the shipping company before they brought the product out to me. The TV stand was completely wrapped up so I was not able to see the damage until I got home and unwrapped it. Once I got home and unwrapped the TV stand, it was completely destroyed. Chunks of wood were missing out of it and the legs and top were split almost completely in half, and the sliding doors track was bent and there were two holes screwed into once leg where the track was suppose to sit and then another hole where they had tried to screw the track back into a different spot. I immediately called Johnsons Furniture to complain and request a new TV stand, since I bought it brand new. They gave me the run around for a few days until finally a woman by the name of Lindsay wanted pictures of the TV stand. She told me they could only refund me $80 dollars of the $560 dollars that I had paid for the product, I paid via debit card. This $80 dollars was to be used to get it refurbished. I did not pay for a restored or refurbished piece of furniture, I paid for a brand new piece. They then filed a claim with the shipping company instead of refunding my money or sending me a new product. This claim was to take 60 days to process, after the 60 days went by they said our claim was denied and that they will have to put in another claim.
This TV stand has been sitting on my porch for over 90 days now and I have yet to see any type of resolution or return of my money or a new product. I do not understand why a claim would need to take place with the shipping company if I had paid for shipping and handling and the warranty of my product. I have still yet to hear any good news about the state of this "claim" that is being filed yet again.
I want a full refund for the TV stand that I bought of $560 dollars. I also want compensation for the time I had to stay home from work and wait of the shipping company to deliver the TV stand but they never did show up, and I want compensation for the gas and time I had to spend to travel over an hour away to pick up the TV stand that was never delivered.