Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I am a senior years old, had to downsize to a small homeBought a mattress from Jordan’s Furniture Avon MA and within mo I was sleeping in a holeA man came out and hooked a little red string to the sides and photographed it (of course when you're not laying on bed, top looks flat) Was bought in 2014, Nov and after one and half years of sleeping in and even deeper holeMan came again with his little red string and again I was deniedAll I wanted was $back toward a new mattress and he offered $I can’t afford a new mattress on social securityI only get $it live on, which I just make it through month on thatI will be at least one more year with things really tight to even think of a new mattressI have a lot of physical pain and they won’t help meI have to roll three times to get out of this hole.Regards, [redacted] ***
Good afternoon ***, I apologize for the issue you’re having with your chair. In reviewing the details from your original purchase on April 1st, 2011, the manufacturer ( [redacted] ) provided a one year warranty against defects in craftsmanship. [redacted] changed the warranty for all purchases made... AFTER February 19, 2013 to be five years. We did offer you the option of repairing the chair at a cost, and you declined. We’ll be happy to provide the installation at no cost, but there would be a cost associated with our obtaining the replacement parts from [redacted] . Should you decide to accept this offer, we’ll initiate the part order with payment, and then coordinate the service technician to complete the repair. Please contact our customer service team at ###-###-#### if you’d like to take advantage of this offer.
Good morning ***,Thank you for allowing us the opportunity to respond to your complaintIn reviewing your account, I see that you took delivery of a sofa and loveseat from the Furniture Factory Outlet on June 24th, as you noted belowPer our delivery procedures, our drivers take photos of the merchandise when it's delivered to ensure that everything is in good condition and set up properlyWhen the new sofa and loveseat were put into your living room, there were no issues with the fabric on the inside back cushions.As you noted, you contacted us on July 13th to report large, loose threads on one of the inside back cushionsA technician was promptly dispatched to your home to evaluate the fabric for defects in craftsmanshipThe professional upholsterer determined that the damage to that one cushion was a result of some sort of contact, likely animal damage He did not specify cat or dog, but based on the details of the photo taken, there appears to be a dog in the homeThe technician called in to our customer service team to give his report, noting the suspected cause and the fact that the cushion could not be repaired without ordering partsWe offered to reach out to the manufacturer to get pricing for you, but you declined, as you were looking to return the setAlthough Furniture Factory Outlet purchases are final sale (as noted on your sales receipt), we extended a courtesy offer to you, allowing you to return the set with a 10% forfeitureThe delivery charge would not be refunded, as the actual delivery was completedAs I mentioned, taking this back would be a courtesy, as Jordan's has absolutely no recourse with the manufacturerThe damage was caused during use of the product, and not a result of a defect in craftsmanshipI have attached both the before and after photos to this response for your reviewAt this point, the offer we made will standWe would take back the sofa and loveseat with a 10% forfeiture, the delivery charge would not be refunded, and there will be a delivery charge on your new purchaseThe credit is not refundable, and will be a store credit onlyI apologize, but we are not prepared to raise the offer to full credit.Should you wish to further discuss this, please contact us at ###-###-####
Good afternoon, I have located your order for the [redacted] Ladera Heights Cushion Firm mattress that was delivered to you on January 18, On September 8, you had contacted the Bedding Team in customer service and spoke with [redacted] to report that your mattress was sagging on one side and did not reboundYou were advised by [redacted] that a mattress inspection would be scheduled by [redacted] , who is an independent company Your appointment for [redacted] was scheduled for September 10, On September 18, our Bedding Team received the results of your mattress inspection The results of your inspection showed no defect in the mattress A inch impression will warrant a defect Your mattress measured 5/8” on the left side and ½” on the right side On September 22, you contacted the Bedding Team to go over the results of the inspection The bedding representative, ***, offered you lift to which you declined and wished to speak with a manager You were transferred to a call center manager, *** Lift pads were offered again as you expressed that the mattress seemed to be sloping near head of the bed and sides while sitting on the mattress It was explained that the sides of a mattress will not provide the same support as the center You agreed to try the lift pads and were advised by [redacted] to contact us if still not providing the level of support you were expecting On October 29, you contacted our Bedding Team and spoke with [redacted] to advise us that the lift pads were not helping with the support As at this point, the day Sweet Dreams Guarantee had expired, you were offered $store credit towards a new mattress as a courtesy You advised [redacted] that you would speak to your husbandThis offer was valid for days On December 15, you spoke with [redacted] on our Bedding Team to go over the situation He advised you of the previous offer of $store credit towards a new mattress was still on the table You asked for an extension of the offer until January 29, We do have this notated and this offer and extension still stands On December 15, you spoke to [redacted] , the Natick Sleep Lab Manager She also went over the results of the mattress inspection and informed you there were no defects in the mattress She explained to you that [redacted] power packs the center of the mattress and this may be the reason you are feeling a rolling off feel She did advise you again of the offer of $store credit towards a new mattress as a courtesy I would be willing to raise this offer to $store credit We feel this is a fair offer as your mattress was deemed not defective and at this point we are well outside the exchange time period If you wish to accept our offer of $store credit towards a purchase of a new mattress, please contact us directly at [redacted] Customer service is open Monday-Saturday 7am-6pm Thank you, [redacted] Customer Advocate Jordan’s Furniture
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, *** [redacted]
Good morning [redacted] , I've attempted to reach you by telephone to discuss this situation further, but have not received any return calls from youWe are truly sorry that you're experiencing issues with your new mattressThough the inspection company does not service the Vineyard, I'm confident that we'll be able to work with you to resolve your concernsPlease contact us back at your earliest convenience so that we can have you send in some photos of the mattressI've noted your account so that anyone will be able to assist youAs the manufacturer has specific requirements that must be met to determine a defect, we'll need to go over this with you in detailWe look forward to speaking with you and working to restore your faith in Jordan's
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I appreciate that the kitchen island will be taken out of the house without having to take our door offHowever the issue with the store credit was not addressedI would like to have my Jordan's account credited Regards, [redacted]
Good morning ***, Thank you for taking the time to speak with me this morning, though we were unable to come to a satisfactory resolutionTo review the situation, you purchased a twin Sealy mattress, foundation, bed frame and mattress protector, delivered in November of The order totaled $for all four itemsThe mattress itself, which you've expressed concerns with, was $You first contacted us in October of to let us know that you felt the mattress was sagging in the centerWe sent out an independent mattress inspection company to gather the measurements of the impression in the mattressSealy requires a 1.5" impression for a mattress to be considered defectiveYour mattress measured 3/4" at the deepest point, and was not found to be defectiveThe foundation was nice and solid, and was also not defectiveYou reached out again in June of 2016, and we arranged for a second inspection to be doneThe mattress and foundation were measured again, and were still not found to be defectiveWe supplied a foam topper and a lift pad at no charge to try to assist you with your discomfortWe apologize that these did not help to alleviate your concernWhen we spoke this morning I reviewed with you the results of your two previous inspections, and the measurements required for a mattress to be considered defectiveI also offered you a credit of $as a courtesy, for you to use toward the purchase of a new mattressYou declined this offer, stating that you wanted 50% of what you paid for the entire orderWe feel that our offer is fair, and will stand behind it.Should you change your mind and decide to accept this offer, simply contact us again at [redacted] Your account will be noted accordinglyI'm sorry that we were unable to agree on a resolution, but hope that you'll reconsider as we do appreciate your business
Good morning [redacted] , Thank you for taking the time to speak with us yesterday about your delayed orderAs we mentioned, we will do everything we can to get your custom sleeper sofa in as quickly as possibleUnfortunately the delay was unforeseen, and we apologize for your inconvenience We’ll continue to track its progress and let you know as soon as more details become availableAs discussed, we’ll be delivering a loaner sofa to you tomorrow, so that you’ll have a sofa to use while we wait for yours to arriveIn addition, we’ll be processing a refund to your credit card of $as compensation for the delay.I’m happy that we were able to work together to come up with an acceptable resolutionPlease let us know if there is anything else we can do to assist you
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I have to say that I am extremely disappointed in the response from jordans furnitureI bought the sectional from Jordan's furniture for my new home specifically with the [redacted] fabricWe have grandchildren and thought the extra purchase of [redacted] we would be assured many years of a quality productMy husband and I watch commercial after commercial how indestructible [redacted] fabric isI.e., white couch with mustard, ketchup being painted oIt and its a simple "rinse" away The sales person lead me to believe this as well and that the additional "insurance" purchase would cover above and beyondI called jordans PRIOR to contacting [redacted] and explained the stain was from sunblock on my grandsons headThey advised I reference [redacted] website which I did and did not find instructions for cleaning sunblock but followed cleaning attempts for grease To no avail stain did not diminishI then followed the procedure of contacting [redacted] which was so frustrating and unprofessionalI have issued a complaint the the Nebraska Revdex.com for [redacted] as well.I feel very strongly that jordans advertisement of [redacted] and the selling of additional insurance is extremely misleading to say the least.I would like a full refund of the extra money I paid to have my sectional upholstered in [redacted] along with a full refund of the [redacted] year protection plan which was denied to me for "soiling" which is so nondescript plus I feel could be used by ***/JOrdans for any failure in their productI was contacted by phone by a [redacted] representative who responded I would receive a refund on policy along with an email documenting her name and contact number due to my being in my carThis follow up never happened.If I am not able to get resolution to my issue I will take any other avenue available to meI.eSocial media, television consumer advocates and lastly small claims court because I feel so strongly I have been ripped off and given a runaround d by both companiesA purchase for our new home has turned into a major disappointment and lack of good faith and quality product.Will wait to hear last response[redacted] and [redacted] Regards, [redacted] ***
Good afternoon, Thank you for bringing this situation to our attentionI'm happy that we were able to mediate your claim and come to a satisfactory resolutionI appreciate you taking the time to speak with me this afternoonAs we discussed, you have been given full credit for what you paid for the sofa ($659.00)That will be placed on account for you to use toward a future purchaseWe'll coordinate the pickup of the damaged sofa with the delivery of the new pieceShould your new sofa cost more than the $659.00, you would be responsible for the differenceThere will be a delivery charge assessed on the new purchase, but no handling fee/pickup charge for the return Again, I apologize for the circumstances surrounding your complaintWe appreciate your business and thank you for being a Jordan's customerPlease contact us again if there's anything else we can assist you with
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below A 70% credit will not suffice, shouldn't have to pay the full amount and not get full amount back in refund if unsatisfied with the product, chair should not be making noises a month after buying it and continue to make creaking noises months later, its a chair that is supposed to be sat in so its should be comfortable for more then just months Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below We took delivery on Sept We noticed the sagging on Sept We called to cancel another order unless they fixed it on Oct They came by the first time on Oct The repairman's response was "they don't make them like they used to",and "call every month if you like to reinforce as you have a year warranty"So days we noticed sag, we went on vacation for days,and we called days after receiving couch.And repairman came out days laterSo all of this happened in less than a month I weigh lbs,my wife 115-We want it fixed Regards, [redacted]
Good afternoon, I’m very sorry to hear you’re experiencing an issue with your queen mattress purchaseI took a moment to review your account and was able to locate your purchase from December of I see that you have been in contact with one of our Bedding Advocates since filing your concern We appreciate your response and for taking the time to share your photos with usThese photos help us better understand the condition of your mattress and to ensure that it is receiving proper supportOnce we able to confirm the necessary information, we will be in contact to schedule an appointment with [redacted] They are an independent company hired to complete your mattress inspection and determine if there are any manufacturer defects found One of our representatives has reached out to you this afternoon with additional information regarding your claimIf you have any questions in the meantime, please contact us directly at [redacted] , Ext***We look forward to speaking with you soon, and will continue to work towards resolving your concern
Good afternoon [redacted] , Thank you for bringing this situation to our attention so that it could be further reviewedWe reached out to [redacted] this morning and spoke with him about your concernsI explained that the GBS Protection plan covers stains on the fabric, and rips/tearsIt does not cover odors, nor does it cover the foam inserts of the cushionsAll of these details are printed in the terms and conditions of the plan, provided at the point of purchaseI've emailed a copy of that paperwork to you todayThat being said, I have ordered a new seat casing for your chaise as a courtesy due to this misunderstandingWe will contact you as soon as it arrives to arrange for it to be installed for youYour protection plan will remain intact, so that you can use it for any future issues that fall under the coverage of the plan.I'm happy that we were able to come to a resolution todayPlease feel free to contact us again if we can be of further assistanceThank you for shopping with Jordan's
Good morning,On 11/18/16, Jordan's Furniture received a purchase order from [redacted] to order replacement parts for your bonded leather chair and bonded leather sofa This order was placed with the vendor on that date A Jordan's Furniture representative, ***, contacted you via telephone to advise you of the parts that were being ordered on [redacted] behalf [redacted] explained that the vendor’s lead time for part arrival of 5-weeks He also advised that these parts would ship to your home and once received; you would need to contact [redacted] to advise them you have received them so they could assign a work order to a repair company to install these parts.On 12/7/16, Jordan's Furniture shipped the parts to your home in Stoneham via *** Once they were received, [redacted] was to be contacted by you so they would know to issue the work order to a repair company.As [redacted] is the protection program carrier, all claims and repairs must go through their claim process.You contact us on 12/27/via email reporting that you received the parts in weeks prior and have not had any follow up [redacted] contacted [redacted] on your behalf to advise them that you had received the part [redacted] assigned a company called All Furniture to perform the installation of the parts and the company should be in contact within 24-hours [redacted] left a voicemail on this date advising you of this information and also with All Furniture’s telephone number in case you needed to follow up with them on scheduling.A Jordan's Furniture representative, ***, contacted [redacted] to look into this further [redacted] had authorized All Furniture one hour to complete the installation All Furniture advised [redacted] that additional time would need to be authorized to complete the installation [redacted] then assigned the work order to a company called [redacted] and authorized them hours labor to complete the installation [redacted] was assigned to you on 12/31/ [redacted] contacts customers within 7-days of receiving a work orderAs of today, 1/7/17, it is still within the 7-days’ time period.As [redacted] is the provider of the protection program, replacement of the parts ordered on behalf of [redacted] must be installed by a company authorized by [redacted] .If you have any questions, please contact us at [redacted] .Regards, [redacted] Customer AdvocateJordan's Furniture
Good afternoon, Thank you for allowing us the opportunity to review your situation furtherI was able to locate your custom ottoman purchase using the information you provided, delivered in April of As noted on your sales receipt, a custom order requires a 30% non-refundable depositYou first contacted us in September of to report that the fabric on the top of the ottoman was starting to pillIt was explained at that time that pilling is quite for upholstered furniture, as loose fibers trapped in the weave work their way out from frictionA fabric de-piller was shipped out to you to use on the ottoman top until the pills diminishedThe pilling is not considered a defect in the fabric, and is very commonIt will dissipate over timeYou contacted us again in December to let us know that the tool wasn't effective in removing the pillsWe conversed about how often it was being used, and asked you for some photosYou were kind enough to submit them for reviewWe left several messages for you to call to discuss the photos but didn't hear anything back until MarchWhen you emailed in March, we offered to allow you to return the ottoman, less 40%That forfeiture is the percent non-refundable deposit plus only a 10% usage chargeAs the piece has been in the home for over a year and is not defective, we would not offer full creditI would be happy to reduce the forfeiture to 30%.I will leave this offer available for days, and note the account accordinglyShould you wish to accept, simply visit any Jordan's location and provide your telephone number to your sales associateThey will coordinate the pickup of your existing ottoman with the delivery of the new piece I hope you'll take advantage of this offer, as we view it as fairPlease let us know if there's anything else we can do to assist you [redacted] *.Customer AdvocateJordan's Furniture
Good morning Mr***, Thank you for allowing us to review this situation further I see that you purchased your leather sofa and leather loveseat on September 5th These pieces were delivered to your home on September 15th On June 22nd 2016, you contacted us to report that there were two spots on your leather sofa where the color was peeling You were asked how you have been maintaining the set, and it was reported to us that the sofa had not been cleaned since it had been delivered We requested photos of the damage to which you did send these in These photos were reviewed by our In Home Service Team They did advise that the damage shown in the photos were from contact damage and not from a manufacturing defect We agreed to send a technician to your home as a courtesy to see if there was any type of repair they would be able to do in your home On July 5th 2016, our technician reported to us that the damage to the sofa was due to contact damage He was able to add color to the area and top coated On July 18th 2016, you contacted us to report that the color that the technician added did not hold We were advised that parts would need to be ordered to correct the issue from the contact damage to the seats We agreed to exchange the sofa for a new one as an accommodation as again, there were no defects present in the sofa On August 11th 2016, we delivered the replacement sofa and picked up the damaged sofa from your home On July 31st 2017, you contacted us to report that the leather sofa and leather loveseat had color peeling off You again sent us photos to review These photos were reviewed by our In Home Service Team and were deemed to be the result of contact damage We asked how often you have been cleaning and conditioning the set You advised us that it has been done twice since receiving the set We advised that leather should be cleaned and conditioned at the minimum of every months in order to preserve the leather You were presented an offer of a store credit for $for the sofa and $for the loveseat to keep both pieces as is voiding the remainder of the manufacturer’s warranty This would allow you to utilize this credit towards a future purchase of anything in the store This offer was presented as a courtesy as there are no defects present and we have no recourse with the manufacturer You declined this offer We feel that this offer is fair This offer of $store credit is still on the table This offer will be valid until 9/11/ We have documented your account with these details Please contact us at [redacted] should you wish to accept this offer so we may apply this credit on your account We look forward to speaking with you Sincerely, [redacted] Customer Advocate Jordan’s Furniture
Good afternoon,Thank you for allowing us the opportunity to review your situationI was able to locate your account using the information you providedThe custom power recliner was delivered to your home on March 4, You first contacted us on April 27th, to report that the arms were creakingWe dispatched a technician to your home on May 6th under them terms of your service warrantyThe upholsterer opened up the arms of the chair and identified the source of the noiseHe added some foam to the inside of the arms to help eliminate the characteristic popping noise made when the chair is fully reclinedIn addition, as you expressed some discomfort with the padding in the seating area, he added some foam to make it more comfortableAs the chair is frequently used, the foam was compressing from use as expectedThere were no defects in craftsmanship found with this chairYou then contacted us on September 21st to report the same issuesAnother technician visited your home and determined that the seat was again softening and settling as expected with use, and could not replicate any noise coming from the armsHe offered to service the chair as a courtesy, which you refusedOur customer service department offered to allow you to return the chair less the 30% customer order forfeiture feeYou declinedWe will be more than happy to allow you to reconsider our offer to allow the chair's return at 70% store creditThat option will remain available to you for days.Should you wish to further discuss this, please contact our customer service team at ###-###-####
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I am a senior years old, had to downsize to a small homeBought a mattress from Jordan’s Furniture Avon MA and within mo I was sleeping in a holeA man came out and hooked a little red string to the sides and photographed it (of course when you're not laying on bed, top looks flat) Was bought in 2014, Nov and after one and half years of sleeping in and even deeper holeMan came again with his little red string and again I was deniedAll I wanted was $back toward a new mattress and he offered $I can’t afford a new mattress on social securityI only get $it live on, which I just make it through month on thatI will be at least one more year with things really tight to even think of a new mattressI have a lot of physical pain and they won’t help meI have to roll three times to get out of this hole.Regards, [redacted] ***
Good afternoon ***, I apologize for the issue you’re having with your chair. In reviewing the details from your original purchase on April 1st, 2011, the manufacturer ( [redacted] ) provided a one year warranty against defects in craftsmanship. [redacted] changed the warranty for all purchases made... AFTER February 19, 2013 to be five years. We did offer you the option of repairing the chair at a cost, and you declined. We’ll be happy to provide the installation at no cost, but there would be a cost associated with our obtaining the replacement parts from [redacted] . Should you decide to accept this offer, we’ll initiate the part order with payment, and then coordinate the service technician to complete the repair. Please contact our customer service team at ###-###-#### if you’d like to take advantage of this offer.
Good morning ***,Thank you for allowing us the opportunity to respond to your complaintIn reviewing your account, I see that you took delivery of a sofa and loveseat from the Furniture Factory Outlet on June 24th, as you noted belowPer our delivery procedures, our drivers take photos of the merchandise when it's delivered to ensure that everything is in good condition and set up properlyWhen the new sofa and loveseat were put into your living room, there were no issues with the fabric on the inside back cushions.As you noted, you contacted us on July 13th to report large, loose threads on one of the inside back cushionsA technician was promptly dispatched to your home to evaluate the fabric for defects in craftsmanshipThe professional upholsterer determined that the damage to that one cushion was a result of some sort of contact, likely animal damage He did not specify cat or dog, but based on the details of the photo taken, there appears to be a dog in the homeThe technician called in to our customer service team to give his report, noting the suspected cause and the fact that the cushion could not be repaired without ordering partsWe offered to reach out to the manufacturer to get pricing for you, but you declined, as you were looking to return the setAlthough Furniture Factory Outlet purchases are final sale (as noted on your sales receipt), we extended a courtesy offer to you, allowing you to return the set with a 10% forfeitureThe delivery charge would not be refunded, as the actual delivery was completedAs I mentioned, taking this back would be a courtesy, as Jordan's has absolutely no recourse with the manufacturerThe damage was caused during use of the product, and not a result of a defect in craftsmanshipI have attached both the before and after photos to this response for your reviewAt this point, the offer we made will standWe would take back the sofa and loveseat with a 10% forfeiture, the delivery charge would not be refunded, and there will be a delivery charge on your new purchaseThe credit is not refundable, and will be a store credit onlyI apologize, but we are not prepared to raise the offer to full credit.Should you wish to further discuss this, please contact us at ###-###-####
Good afternoon, I have located your order for the [redacted] Ladera Heights Cushion Firm mattress that was delivered to you on January 18, On September 8, you had contacted the Bedding Team in customer service and spoke with [redacted] to report that your mattress was sagging on one side and did not reboundYou were advised by [redacted] that a mattress inspection would be scheduled by [redacted] , who is an independent company Your appointment for [redacted] was scheduled for September 10, On September 18, our Bedding Team received the results of your mattress inspection The results of your inspection showed no defect in the mattress A inch impression will warrant a defect Your mattress measured 5/8” on the left side and ½” on the right side On September 22, you contacted the Bedding Team to go over the results of the inspection The bedding representative, ***, offered you lift to which you declined and wished to speak with a manager You were transferred to a call center manager, *** Lift pads were offered again as you expressed that the mattress seemed to be sloping near head of the bed and sides while sitting on the mattress It was explained that the sides of a mattress will not provide the same support as the center You agreed to try the lift pads and were advised by [redacted] to contact us if still not providing the level of support you were expecting On October 29, you contacted our Bedding Team and spoke with [redacted] to advise us that the lift pads were not helping with the support As at this point, the day Sweet Dreams Guarantee had expired, you were offered $store credit towards a new mattress as a courtesy You advised [redacted] that you would speak to your husbandThis offer was valid for days On December 15, you spoke with [redacted] on our Bedding Team to go over the situation He advised you of the previous offer of $store credit towards a new mattress was still on the table You asked for an extension of the offer until January 29, We do have this notated and this offer and extension still stands On December 15, you spoke to [redacted] , the Natick Sleep Lab Manager She also went over the results of the mattress inspection and informed you there were no defects in the mattress She explained to you that [redacted] power packs the center of the mattress and this may be the reason you are feeling a rolling off feel She did advise you again of the offer of $store credit towards a new mattress as a courtesy I would be willing to raise this offer to $store credit We feel this is a fair offer as your mattress was deemed not defective and at this point we are well outside the exchange time period If you wish to accept our offer of $store credit towards a purchase of a new mattress, please contact us directly at [redacted] Customer service is open Monday-Saturday 7am-6pm Thank you, [redacted] Customer Advocate Jordan’s Furniture
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, *** [redacted]
Good morning [redacted] , I've attempted to reach you by telephone to discuss this situation further, but have not received any return calls from youWe are truly sorry that you're experiencing issues with your new mattressThough the inspection company does not service the Vineyard, I'm confident that we'll be able to work with you to resolve your concernsPlease contact us back at your earliest convenience so that we can have you send in some photos of the mattressI've noted your account so that anyone will be able to assist youAs the manufacturer has specific requirements that must be met to determine a defect, we'll need to go over this with you in detailWe look forward to speaking with you and working to restore your faith in Jordan's
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I appreciate that the kitchen island will be taken out of the house without having to take our door offHowever the issue with the store credit was not addressedI would like to have my Jordan's account credited Regards, [redacted]
Good morning ***, Thank you for taking the time to speak with me this morning, though we were unable to come to a satisfactory resolutionTo review the situation, you purchased a twin Sealy mattress, foundation, bed frame and mattress protector, delivered in November of The order totaled $for all four itemsThe mattress itself, which you've expressed concerns with, was $You first contacted us in October of to let us know that you felt the mattress was sagging in the centerWe sent out an independent mattress inspection company to gather the measurements of the impression in the mattressSealy requires a 1.5" impression for a mattress to be considered defectiveYour mattress measured 3/4" at the deepest point, and was not found to be defectiveThe foundation was nice and solid, and was also not defectiveYou reached out again in June of 2016, and we arranged for a second inspection to be doneThe mattress and foundation were measured again, and were still not found to be defectiveWe supplied a foam topper and a lift pad at no charge to try to assist you with your discomfortWe apologize that these did not help to alleviate your concernWhen we spoke this morning I reviewed with you the results of your two previous inspections, and the measurements required for a mattress to be considered defectiveI also offered you a credit of $as a courtesy, for you to use toward the purchase of a new mattressYou declined this offer, stating that you wanted 50% of what you paid for the entire orderWe feel that our offer is fair, and will stand behind it.Should you change your mind and decide to accept this offer, simply contact us again at [redacted] Your account will be noted accordinglyI'm sorry that we were unable to agree on a resolution, but hope that you'll reconsider as we do appreciate your business
Good morning [redacted] , Thank you for taking the time to speak with us yesterday about your delayed orderAs we mentioned, we will do everything we can to get your custom sleeper sofa in as quickly as possibleUnfortunately the delay was unforeseen, and we apologize for your inconvenience We’ll continue to track its progress and let you know as soon as more details become availableAs discussed, we’ll be delivering a loaner sofa to you tomorrow, so that you’ll have a sofa to use while we wait for yours to arriveIn addition, we’ll be processing a refund to your credit card of $as compensation for the delay.I’m happy that we were able to work together to come up with an acceptable resolutionPlease let us know if there is anything else we can do to assist you
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I have to say that I am extremely disappointed in the response from jordans furnitureI bought the sectional from Jordan's furniture for my new home specifically with the [redacted] fabricWe have grandchildren and thought the extra purchase of [redacted] we would be assured many years of a quality productMy husband and I watch commercial after commercial how indestructible [redacted] fabric isI.e., white couch with mustard, ketchup being painted oIt and its a simple "rinse" away The sales person lead me to believe this as well and that the additional "insurance" purchase would cover above and beyondI called jordans PRIOR to contacting [redacted] and explained the stain was from sunblock on my grandsons headThey advised I reference [redacted] website which I did and did not find instructions for cleaning sunblock but followed cleaning attempts for grease To no avail stain did not diminishI then followed the procedure of contacting [redacted] which was so frustrating and unprofessionalI have issued a complaint the the Nebraska Revdex.com for [redacted] as well.I feel very strongly that jordans advertisement of [redacted] and the selling of additional insurance is extremely misleading to say the least.I would like a full refund of the extra money I paid to have my sectional upholstered in [redacted] along with a full refund of the [redacted] year protection plan which was denied to me for "soiling" which is so nondescript plus I feel could be used by ***/JOrdans for any failure in their productI was contacted by phone by a [redacted] representative who responded I would receive a refund on policy along with an email documenting her name and contact number due to my being in my carThis follow up never happened.If I am not able to get resolution to my issue I will take any other avenue available to meI.eSocial media, television consumer advocates and lastly small claims court because I feel so strongly I have been ripped off and given a runaround d by both companiesA purchase for our new home has turned into a major disappointment and lack of good faith and quality product.Will wait to hear last response[redacted] and [redacted] Regards, [redacted] ***
Good afternoon, Thank you for bringing this situation to our attentionI'm happy that we were able to mediate your claim and come to a satisfactory resolutionI appreciate you taking the time to speak with me this afternoonAs we discussed, you have been given full credit for what you paid for the sofa ($659.00)That will be placed on account for you to use toward a future purchaseWe'll coordinate the pickup of the damaged sofa with the delivery of the new pieceShould your new sofa cost more than the $659.00, you would be responsible for the differenceThere will be a delivery charge assessed on the new purchase, but no handling fee/pickup charge for the return Again, I apologize for the circumstances surrounding your complaintWe appreciate your business and thank you for being a Jordan's customerPlease contact us again if there's anything else we can assist you with
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below A 70% credit will not suffice, shouldn't have to pay the full amount and not get full amount back in refund if unsatisfied with the product, chair should not be making noises a month after buying it and continue to make creaking noises months later, its a chair that is supposed to be sat in so its should be comfortable for more then just months Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below We took delivery on Sept We noticed the sagging on Sept We called to cancel another order unless they fixed it on Oct They came by the first time on Oct The repairman's response was "they don't make them like they used to",and "call every month if you like to reinforce as you have a year warranty"So days we noticed sag, we went on vacation for days,and we called days after receiving couch.And repairman came out days laterSo all of this happened in less than a month I weigh lbs,my wife 115-We want it fixed Regards, [redacted]
Good afternoon, I’m very sorry to hear you’re experiencing an issue with your queen mattress purchaseI took a moment to review your account and was able to locate your purchase from December of I see that you have been in contact with one of our Bedding Advocates since filing your concern We appreciate your response and for taking the time to share your photos with usThese photos help us better understand the condition of your mattress and to ensure that it is receiving proper supportOnce we able to confirm the necessary information, we will be in contact to schedule an appointment with [redacted] They are an independent company hired to complete your mattress inspection and determine if there are any manufacturer defects found One of our representatives has reached out to you this afternoon with additional information regarding your claimIf you have any questions in the meantime, please contact us directly at [redacted] , Ext***We look forward to speaking with you soon, and will continue to work towards resolving your concern
Good afternoon [redacted] , Thank you for bringing this situation to our attention so that it could be further reviewedWe reached out to [redacted] this morning and spoke with him about your concernsI explained that the GBS Protection plan covers stains on the fabric, and rips/tearsIt does not cover odors, nor does it cover the foam inserts of the cushionsAll of these details are printed in the terms and conditions of the plan, provided at the point of purchaseI've emailed a copy of that paperwork to you todayThat being said, I have ordered a new seat casing for your chaise as a courtesy due to this misunderstandingWe will contact you as soon as it arrives to arrange for it to be installed for youYour protection plan will remain intact, so that you can use it for any future issues that fall under the coverage of the plan.I'm happy that we were able to come to a resolution todayPlease feel free to contact us again if we can be of further assistanceThank you for shopping with Jordan's
Good morning,On 11/18/16, Jordan's Furniture received a purchase order from [redacted] to order replacement parts for your bonded leather chair and bonded leather sofa This order was placed with the vendor on that date A Jordan's Furniture representative, ***, contacted you via telephone to advise you of the parts that were being ordered on [redacted] behalf [redacted] explained that the vendor’s lead time for part arrival of 5-weeks He also advised that these parts would ship to your home and once received; you would need to contact [redacted] to advise them you have received them so they could assign a work order to a repair company to install these parts.On 12/7/16, Jordan's Furniture shipped the parts to your home in Stoneham via *** Once they were received, [redacted] was to be contacted by you so they would know to issue the work order to a repair company.As [redacted] is the protection program carrier, all claims and repairs must go through their claim process.You contact us on 12/27/via email reporting that you received the parts in weeks prior and have not had any follow up [redacted] contacted [redacted] on your behalf to advise them that you had received the part [redacted] assigned a company called All Furniture to perform the installation of the parts and the company should be in contact within 24-hours [redacted] left a voicemail on this date advising you of this information and also with All Furniture’s telephone number in case you needed to follow up with them on scheduling.A Jordan's Furniture representative, ***, contacted [redacted] to look into this further [redacted] had authorized All Furniture one hour to complete the installation All Furniture advised [redacted] that additional time would need to be authorized to complete the installation [redacted] then assigned the work order to a company called [redacted] and authorized them hours labor to complete the installation [redacted] was assigned to you on 12/31/ [redacted] contacts customers within 7-days of receiving a work orderAs of today, 1/7/17, it is still within the 7-days’ time period.As [redacted] is the provider of the protection program, replacement of the parts ordered on behalf of [redacted] must be installed by a company authorized by [redacted] .If you have any questions, please contact us at [redacted] .Regards, [redacted] Customer AdvocateJordan's Furniture
Good afternoon, Thank you for allowing us the opportunity to review your situation furtherI was able to locate your custom ottoman purchase using the information you provided, delivered in April of As noted on your sales receipt, a custom order requires a 30% non-refundable depositYou first contacted us in September of to report that the fabric on the top of the ottoman was starting to pillIt was explained at that time that pilling is quite for upholstered furniture, as loose fibers trapped in the weave work their way out from frictionA fabric de-piller was shipped out to you to use on the ottoman top until the pills diminishedThe pilling is not considered a defect in the fabric, and is very commonIt will dissipate over timeYou contacted us again in December to let us know that the tool wasn't effective in removing the pillsWe conversed about how often it was being used, and asked you for some photosYou were kind enough to submit them for reviewWe left several messages for you to call to discuss the photos but didn't hear anything back until MarchWhen you emailed in March, we offered to allow you to return the ottoman, less 40%That forfeiture is the percent non-refundable deposit plus only a 10% usage chargeAs the piece has been in the home for over a year and is not defective, we would not offer full creditI would be happy to reduce the forfeiture to 30%.I will leave this offer available for days, and note the account accordinglyShould you wish to accept, simply visit any Jordan's location and provide your telephone number to your sales associateThey will coordinate the pickup of your existing ottoman with the delivery of the new piece I hope you'll take advantage of this offer, as we view it as fairPlease let us know if there's anything else we can do to assist you [redacted] *.Customer AdvocateJordan's Furniture
Good morning Mr***, Thank you for allowing us to review this situation further I see that you purchased your leather sofa and leather loveseat on September 5th These pieces were delivered to your home on September 15th On June 22nd 2016, you contacted us to report that there were two spots on your leather sofa where the color was peeling You were asked how you have been maintaining the set, and it was reported to us that the sofa had not been cleaned since it had been delivered We requested photos of the damage to which you did send these in These photos were reviewed by our In Home Service Team They did advise that the damage shown in the photos were from contact damage and not from a manufacturing defect We agreed to send a technician to your home as a courtesy to see if there was any type of repair they would be able to do in your home On July 5th 2016, our technician reported to us that the damage to the sofa was due to contact damage He was able to add color to the area and top coated On July 18th 2016, you contacted us to report that the color that the technician added did not hold We were advised that parts would need to be ordered to correct the issue from the contact damage to the seats We agreed to exchange the sofa for a new one as an accommodation as again, there were no defects present in the sofa On August 11th 2016, we delivered the replacement sofa and picked up the damaged sofa from your home On July 31st 2017, you contacted us to report that the leather sofa and leather loveseat had color peeling off You again sent us photos to review These photos were reviewed by our In Home Service Team and were deemed to be the result of contact damage We asked how often you have been cleaning and conditioning the set You advised us that it has been done twice since receiving the set We advised that leather should be cleaned and conditioned at the minimum of every months in order to preserve the leather You were presented an offer of a store credit for $for the sofa and $for the loveseat to keep both pieces as is voiding the remainder of the manufacturer’s warranty This would allow you to utilize this credit towards a future purchase of anything in the store This offer was presented as a courtesy as there are no defects present and we have no recourse with the manufacturer You declined this offer We feel that this offer is fair This offer of $store credit is still on the table This offer will be valid until 9/11/ We have documented your account with these details Please contact us at [redacted] should you wish to accept this offer so we may apply this credit on your account We look forward to speaking with you Sincerely, [redacted] Customer Advocate Jordan’s Furniture
Good afternoon,Thank you for allowing us the opportunity to review your situationI was able to locate your account using the information you providedThe custom power recliner was delivered to your home on March 4, You first contacted us on April 27th, to report that the arms were creakingWe dispatched a technician to your home on May 6th under them terms of your service warrantyThe upholsterer opened up the arms of the chair and identified the source of the noiseHe added some foam to the inside of the arms to help eliminate the characteristic popping noise made when the chair is fully reclinedIn addition, as you expressed some discomfort with the padding in the seating area, he added some foam to make it more comfortableAs the chair is frequently used, the foam was compressing from use as expectedThere were no defects in craftsmanship found with this chairYou then contacted us on September 21st to report the same issuesAnother technician visited your home and determined that the seat was again softening and settling as expected with use, and could not replicate any noise coming from the armsHe offered to service the chair as a courtesy, which you refusedOur customer service department offered to allow you to return the chair less the 30% customer order forfeiture feeYou declinedWe will be more than happy to allow you to reconsider our offer to allow the chair's return at 70% store creditThat option will remain available to you for days.Should you wish to further discuss this, please contact our customer service team at ###-###-####