Good morning,
Thank you for giving us the opportunity to respond to your concerns. After reviewing your account, I see that you have previously been in contact with our Customer Relations Department, regarding issues with your bonded leather sofa. As reviewed previously, the bonded
leather is a synthetic material made up of several layersOver time and with use these layers can start to separate, which results in the top layer of leather peeling
The manufacturer of this piece provided a one year warranty against defects in craftsmanship. That warranty did expire nearly years ago, and therefore Jordan’s has no recourse with the manufacturer. Even still, we did offer to put a credit on your account in the amount of $(25% of what you paid for the piece), to put towards a future purchase. Though we were under no obligation to, the offer was made because we wanted to show you that we appreciate your business.
We apologize that you are unhappy with the offer, but we do stand by it
Hi ***,Once the kitchen island is returned to our distribution center, the card used for the original payment will be creditedIf the credit amounts to more than the balance remaining on your ** *** card, you will receive a refund check from ** ***I hope this clears up any confusion
Revdex.com:
received two calls for Jordans they offered to return a couch they damaged in transporting now they are coming to fix the new one the sent this has been nothing short of non sense, yes they ordered the wrong item I want my original couch with the lifetime warrenty back
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 # ***Please add your rejection comments below.
Regards,
*** ***
Good morning ***,Thank you for allowing us to elaborate on your concernsI do see that you took delivery of your sectional on 9/11/2014, and called roughly a month later to report a concern with one of the seat cushions sinking inDuring your conversation with our customer service associate, you
mentioned that the seat of concern is the one sat in most often, which would clearly result in it breaking in faster than those less usedA service technician was promptly dispatched to take a look at the cushion and evaluate it for any defects in craftsmanshipThe uphosterer noted that there was no defect present, and that the cushion was performing as expected, with softening and settling based on usageHe added some extra foam and support under the cushion to add more firmess to the area. You then called us on May 26, to again report that the same seat was sinking inAnother technician was dispatched, and he noted that this was the preferred seat, and it was breaking in as expectedHe added more support and explained that all seats will need to be used to ensure the set breaks in evenlyWhen we spoke on June 1st, I explained that both previous technicians advised that there were no defects found with the cushionI offered to reach out to the manufacturer to check on the availability of a new cushionI also offered to find out the cost associated with the part and the installation, as this was not idenitifed as a defectAfter receiving the information from the manufacturer, a new cushion would be $114.00, and labor to install $103.50, as this seat cushion is stitched to the body of the sofa. Please understand however, that if the seat is replaced and then used in the same manner, it will likely happen againIn order for the sectional to perform as expected, the cushions must all be used so they break in evenly.We'll be happy to discount the repair by $100, strictly as a courtesy. As you expressed during our initial conversation, there is a matching ottoman you were interested inIf you'd prefer the $to go toward the purchase of the ottoman instead, I'll be happy to do thatAs always, you can reach us at ###-###-#### to discuss this further. Thank you for choosing Jordan's FurnitureWe appreciate your business
Good afternoon Mrs***, I was able to locate your order for the ***s King mattress, split high foundations, frame, and king squoosh plush pillows. You took delivery of these items on March 28, 2015. On July 2015, you emailed your salesperson, ***, informing him that
the mattress was uncomfortable for you. You were advised that you were out of the exchange period. Four lift pads were offered to you as a courtesy to help with the discomfort. These lift pads were picked up at our Natick location on August On August 2015, you contacted your salesperson, ***, to advise him that the lift pads were not helping. An offer was extended to you on that date that we would put 50% of what you paid for the mattress on account towards a new mattress which totaled the amount of $1079.50.On September 2015, you were contacted by a sleep lab tech, ***, to discuss this offer of 50%. It was advised to you that this offer of 50% was being done as a courtesy as the exchange period had expired. On September 2015, the Natick sleeplab viewed photos that you had emailed into them showing a dip in the mattress. The sleeplab reached out to our Bedding Team on September 12th to have a third party company called *** *** come to your home and set up an inspection.On September 2015, you called into the Bedding Team to complete the bedding assessment.Your appointment for *** *** was scheduled for October 2015.On October 2015, 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 7/8” on the left side and 1” on the right side.On October 2015, you contacted the Bedding Team to go over the results of the inspection. The bedding representative, ***, offered you money on account to which you declined.The offer of a credit of $still stands. 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 $credit towards a purchase of a new mattress, please contact us directly at ***. Customer service is open Monday-Saturday 7am-6pm
Good afternoon,I have located your order for the bedroom set that includes the drawer chest and drawer dresser I do see that you had filed a claim with *** for finish peeling on top of the chest *** sent out a Jordan's Furniture technician on behalf of their company to repair the
peeling A technician performed this service on April 30, We came out again on behalf of *** on May 28, as it was reported the previous repair did not hold The technician at this time was able to successfully repair the peeling on top of the chest On May 28th, we were also dispatched by *** to repair chipping on the dresser top which the technician was able to successfully repair On July 16th, we were assigned again by *** to repair peeling on top of the dresser and chest The technician did advise that the previous attempts at the repairs did fail and he recommended that both these pieces come into the warehouse for a repair so they could be stripped down to bare wood and refinished over This information was provided to *** As this warranty is held by them, they did do a cost analysis of cost of repairs versus a replacement *** went forward with authorizing a full replacement of the dresser and chest as they deemed this to be more cost effective As this *** Protection Program covers affected pieces only, they would only allow the replacement of the dresser and chest As this set has been discontinued by the vendor, exact replacements are not able to be ordered.In reviewing the history, I did reach out to you via telephone today to discuss this I have offered a courtesy warehouse repair of your dresser and chest to ensure that you will have a matching set We have scheduled to have these pieces picked up by our delivery team on Saturday, August 20th to be brought into the warehouse for the repairs.Should you have any questions, please contact us a* *** ext*** Regards,*** ***Customer AdvocateJordan's Furniture
Good morning ***,Thank you for allowing us the opportunity to review your account to see what we can do to assist youIn reviewing your purchase history, I see two orders - one for a media unit picked up in March of 2012, and the other for a two piece bonded leather sectional, picked up in
February of At the point of purchase, the five-year protection plan is offered by our sales associatesLike any insurance-type service, there are specific damages that are covered, and also specific incidents that are listed as exclusionsCopies of the terms and conditions are provided with each receipt for our customers to reviewThis plan is 100% optional, and does not affect any manufacturer's warranties that may be provided with the furniture.You first reported a concern to Uniters (the protection plan administrator)with the sectional in October of Your claim was approved, and a replacement part was shipped from the manufacturer directly to youOnce parts were received, you were to contact Uniters again so that they could arrange for an upholstery company to install them for youHad you NOT purchased the protection plan insurance, there would have been a cost associated with the parts and the installation.As you utilized the protection plan successfully on your sectional, we would not be able to refund you the $that you paid for it back in I realize that this is not the answer you were hoping for, and do apologizePlease contact us at *** if you'd like to discuss this further
Good afternoon Mr ***,On September 1st 2016, you corresponded via email with a representative at Jordan's Furniture in regards to the protection plan. She had agreed to refund your financing with *** ***, the $254.80. This credit was keyed on 9/1/and *** *** was notified. You would have seen this credit on your next billing statement from *** ***. The store credit of $that was offered in response to the Revdex.com complaint has already been placed on your account and is available to use. This store credit is valid for one year.Should you have any questions, please contact us at ***. Sincerely, *** ***Customer AdvocateJordan's Furniture
Good afternoon, We do understand your concerns, however, since the protection program is held through ***, they are the ones to assign a repair team to perform the services *** does not use Jordan's Furniture as a repair company on their claims We contacted *** on your behalf to try to expedite this process for you We were advised that you have a tentative appointment for January 25th for the parts installation *** left voicemails on January 3rd and January 6th to confirm this date with you and had not received a call back from you Should you have any questions, please contact us at ***. Regards,*** ***Customer AdvocateJordan's Furniture
Since the last Revdex.com complaint was filed, Jordan's has successfully delivered the product Mr*** wantedAgain, the additional cost for the power headrests was waived due to OUR error
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Good morning,
Thank you for reaching out to further discuss the concern with your mattressIn reviewing the account, I see that you expressed that the mattress was sagging and that the platform was making a creaking noiseOur customer service team set up an appointment to have both the mattress
and platform inspected by an independent companyThe impression found in the center of the mattress met the criteria for a defect, however as the terms of the warranty state, the mattress must be in sanitary, stain free condition or the warranty is voidedThis was explained when making arrangements for the inspection
As the independent inspector identified an 8" stain on one section of the mattress and two smaller stains in another area, the manufacturer's warranty was null and void
The platform was noted to be defective due to the noise it was making, and was replaced on November 11th
As Jordan's has no recourse with the manufacturer due to the staining, we would not be willing to replace the mattressAs a courtesy, we will be happy to place a credit of $on account for you to purchase a new mattress
We hope you find this offer acceptable, and will await your response
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 # ***.
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,
*** ***
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 # ***
I have already called the customer service line to see about this fee and was told there was nothing they can doWhile I understand the signed agreement states this, it is worked in with a large amount of other dataComing from someone who works in customer service I think it is dishonest to not have this fully disclosed during the sales processAgain, this is coming from someone who wants to continue to provide business to the organization and make a purchase worth more than the initialKeeping that in mind I think waiving this fee as a one time exception benefits both parties here
Regards,
*** ***
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 # ***.
Were the repair was requested with in the warranty of the set the offering of dollars is not satisfactory. The set cost almost $4K! You should be replacing the whole set. It's not our fault you cannot get the material and this failed with in the warranty. We have been a Jordan's customer since 1986 is this how you now treat customers?
Regards,
*** ***
Good morning ***, 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 # ***.Jordan's sold us the insurance on the furniture it was not done separately Jordan's chose them as the company to have the furniture insured so they are an agent for Jordan's it the ultimately responsibility is Jordan's We had already confirmed the appoint for 1/25/over months after the inspection and the box for repairs Again, not an acceptable response or resolution from Jordan's Now new furniture with a different company purchased from Jordan's has not even responded to the call for repairs What a horrible company.Regards,
*** ***
Good morning ***,As a one time courtesy, I will waive the forfeitureWe did review your initial call with our customer service representative, and as she explained, the 30% is the standard fee for a special order returnYou let her know that you wanted to wait for your husband to see the set before making any decisionAt that point she agreed to extend the return for days from then, which would be February 11thI will honor that day commitment, and write up the return authorization todayIt will be in the system under the telephone number on file ending in ***.Should you need additional assistance, please contact us at 1-***
Good morning, and thank you for allowing us the opportunity to review your situation furtherI was able to locate your original purchase from June of using the information you providedPer the terms of the warranty set forth by the manufacturer, the mattress must be free of any stains in
order for the warranty to remain intact. You contacted us on December 1st to report that you were experiencing a sag in the mattressOur bedding services representative went through a series of questions about the mattress, foundation, and frame to help to identify the cause of the issueThe last question, and one of the most important, was whether or not your bedding was stain-freeYou advised us that your mattress did not have any stains on it. The independent inspection company went to your home on 12/15/and viewed your mattress, foundation and frameHe took measurements of any impressions in the mattress and foundation, and took photos of these measurementsHe also took photos of the overall set up, and submitted all of the data back to our bedding services team. In reviewing the photos, it is clear that both sides of the mattress have several stains on themThis alone has voided the manufacturer's warranty.You mention that you used a mattress protector on the bedding to prevent this issueIn reviewing your account, I do not see that one was purchased with your orderIf you purchased one from another retailer and have been using it faithfully, I would suggest that you contact the manufacturer of that product to see if they offer you any recourseUnfortunately we are unable to move forward with your mattress claim as the warranty has been voided. Should you wish to discuss this further, you can reach a bedding service representative at *** ext***.Thank you for shopping with Jordan's Furniture. *** *.Customer Advocate
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 # ***Please add your rejection comments below.
I have read response and my
complaint is I was told at time of purchase I could return the merchandise at no charge now I am told I have to pay to return the items this fee is beyond what is reasonable it's costing close to $to return merchandise I was told would cost nothing to return!!! I received no paperwork at time of order I received the paperwork when delivered I place the order in March!!!
Regards,
*** ***
Good morning,
Thank you for giving us the opportunity to respond to your concerns. After reviewing your account, I see that you have previously been in contact with our Customer Relations Department, regarding issues with your bonded leather sofa. As reviewed previously, the bonded
leather is a synthetic material made up of several layersOver time and with use these layers can start to separate, which results in the top layer of leather peeling
The manufacturer of this piece provided a one year warranty against defects in craftsmanship. That warranty did expire nearly years ago, and therefore Jordan’s has no recourse with the manufacturer. Even still, we did offer to put a credit on your account in the amount of $(25% of what you paid for the piece), to put towards a future purchase. Though we were under no obligation to, the offer was made because we wanted to show you that we appreciate your business.
We apologize that you are unhappy with the offer, but we do stand by it
Hi ***,Once the kitchen island is returned to our distribution center, the card used for the original payment will be creditedIf the credit amounts to more than the balance remaining on your ** *** card, you will receive a refund check from ** ***I hope this clears up any confusion
Revdex.com:
received two calls for Jordans they offered to return a couch they damaged in transporting now they are coming to fix the new one the sent this has been nothing short of non sense, yes they ordered the wrong item I want my original couch with the lifetime warrenty back
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 # ***Please add your rejection comments below.
Regards,
*** ***
Good morning ***,Thank you for allowing us to elaborate on your concernsI do see that you took delivery of your sectional on 9/11/2014, and called roughly a month later to report a concern with one of the seat cushions sinking inDuring your conversation with our customer service associate, you
mentioned that the seat of concern is the one sat in most often, which would clearly result in it breaking in faster than those less usedA service technician was promptly dispatched to take a look at the cushion and evaluate it for any defects in craftsmanshipThe uphosterer noted that there was no defect present, and that the cushion was performing as expected, with softening and settling based on usageHe added some extra foam and support under the cushion to add more firmess to the area. You then called us on May 26, to again report that the same seat was sinking inAnother technician was dispatched, and he noted that this was the preferred seat, and it was breaking in as expectedHe added more support and explained that all seats will need to be used to ensure the set breaks in evenlyWhen we spoke on June 1st, I explained that both previous technicians advised that there were no defects found with the cushionI offered to reach out to the manufacturer to check on the availability of a new cushionI also offered to find out the cost associated with the part and the installation, as this was not idenitifed as a defectAfter receiving the information from the manufacturer, a new cushion would be $114.00, and labor to install $103.50, as this seat cushion is stitched to the body of the sofa. Please understand however, that if the seat is replaced and then used in the same manner, it will likely happen againIn order for the sectional to perform as expected, the cushions must all be used so they break in evenly.We'll be happy to discount the repair by $100, strictly as a courtesy. As you expressed during our initial conversation, there is a matching ottoman you were interested inIf you'd prefer the $to go toward the purchase of the ottoman instead, I'll be happy to do thatAs always, you can reach us at ###-###-#### to discuss this further. Thank you for choosing Jordan's FurnitureWe appreciate your business
Good afternoon Mrs***, I was able to locate your order for the ***s King mattress, split high foundations, frame, and king squoosh plush pillows. You took delivery of these items on March 28, 2015. On July 2015, you emailed your salesperson, ***, informing him that
the mattress was uncomfortable for you. You were advised that you were out of the exchange period. Four lift pads were offered to you as a courtesy to help with the discomfort. These lift pads were picked up at our Natick location on August On August 2015, you contacted your salesperson, ***, to advise him that the lift pads were not helping. An offer was extended to you on that date that we would put 50% of what you paid for the mattress on account towards a new mattress which totaled the amount of $1079.50.On September 2015, you were contacted by a sleep lab tech, ***, to discuss this offer of 50%. It was advised to you that this offer of 50% was being done as a courtesy as the exchange period had expired. On September 2015, the Natick sleeplab viewed photos that you had emailed into them showing a dip in the mattress. The sleeplab reached out to our Bedding Team on September 12th to have a third party company called *** *** come to your home and set up an inspection.On September 2015, you called into the Bedding Team to complete the bedding assessment.Your appointment for *** *** was scheduled for October 2015.On October 2015, 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 7/8” on the left side and 1” on the right side.On October 2015, you contacted the Bedding Team to go over the results of the inspection. The bedding representative, ***, offered you money on account to which you declined.The offer of a credit of $still stands. 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 $credit towards a purchase of a new mattress, please contact us directly at ***. Customer service is open Monday-Saturday 7am-6pm
Good afternoon,I have located your order for the bedroom set that includes the drawer chest and drawer dresser I do see that you had filed a claim with *** for finish peeling on top of the chest *** sent out a Jordan's Furniture technician on behalf of their company to repair the
peeling A technician performed this service on April 30, We came out again on behalf of *** on May 28, as it was reported the previous repair did not hold The technician at this time was able to successfully repair the peeling on top of the chest On May 28th, we were also dispatched by *** to repair chipping on the dresser top which the technician was able to successfully repair On July 16th, we were assigned again by *** to repair peeling on top of the dresser and chest The technician did advise that the previous attempts at the repairs did fail and he recommended that both these pieces come into the warehouse for a repair so they could be stripped down to bare wood and refinished over This information was provided to *** As this warranty is held by them, they did do a cost analysis of cost of repairs versus a replacement *** went forward with authorizing a full replacement of the dresser and chest as they deemed this to be more cost effective As this *** Protection Program covers affected pieces only, they would only allow the replacement of the dresser and chest As this set has been discontinued by the vendor, exact replacements are not able to be ordered.In reviewing the history, I did reach out to you via telephone today to discuss this I have offered a courtesy warehouse repair of your dresser and chest to ensure that you will have a matching set We have scheduled to have these pieces picked up by our delivery team on Saturday, August 20th to be brought into the warehouse for the repairs.Should you have any questions, please contact us a* *** ext*** Regards,*** ***Customer AdvocateJordan's Furniture
Good morning ***,Thank you for allowing us the opportunity to review your account to see what we can do to assist youIn reviewing your purchase history, I see two orders - one for a media unit picked up in March of 2012, and the other for a two piece bonded leather sectional, picked up in
February of At the point of purchase, the five-year protection plan is offered by our sales associatesLike any insurance-type service, there are specific damages that are covered, and also specific incidents that are listed as exclusionsCopies of the terms and conditions are provided with each receipt for our customers to reviewThis plan is 100% optional, and does not affect any manufacturer's warranties that may be provided with the furniture.You first reported a concern to Uniters (the protection plan administrator)with the sectional in October of Your claim was approved, and a replacement part was shipped from the manufacturer directly to youOnce parts were received, you were to contact Uniters again so that they could arrange for an upholstery company to install them for youHad you NOT purchased the protection plan insurance, there would have been a cost associated with the parts and the installation.As you utilized the protection plan successfully on your sectional, we would not be able to refund you the $that you paid for it back in I realize that this is not the answer you were hoping for, and do apologizePlease contact us at *** if you'd like to discuss this further
Good afternoon Mr ***,On September 1st 2016, you corresponded via email with a representative at Jordan's Furniture in regards to the protection plan. She had agreed to refund your financing with *** ***, the $254.80. This credit was keyed on 9/1/and *** *** was notified. You would have seen this credit on your next billing statement from *** ***. The store credit of $that was offered in response to the Revdex.com complaint has already been placed on your account and is available to use. This store credit is valid for one year.Should you have any questions, please contact us at ***. Sincerely, *** ***Customer AdvocateJordan's Furniture
Good afternoon, We do understand your concerns, however, since the protection program is held through ***, they are the ones to assign a repair team to perform the services *** does not use Jordan's Furniture as a repair company on their claims We contacted *** on your behalf to try to expedite this process for you We were advised that you have a tentative appointment for January 25th for the parts installation *** left voicemails on January 3rd and January 6th to confirm this date with you and had not received a call back from you Should you have any questions, please contact us at ***. Regards,*** ***Customer AdvocateJordan's Furniture
Since the last Revdex.com complaint was filed, Jordan's has successfully delivered the product Mr*** wantedAgain, the additional cost for the power headrests was waived due to OUR error
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Good morning,
Thank you for reaching out to further discuss the concern with your mattressIn reviewing the account, I see that you expressed that the mattress was sagging and that the platform was making a creaking noiseOur customer service team set up an appointment to have both the mattress
and platform inspected by an independent companyThe impression found in the center of the mattress met the criteria for a defect, however as the terms of the warranty state, the mattress must be in sanitary, stain free condition or the warranty is voidedThis was explained when making arrangements for the inspection
As the independent inspector identified an 8" stain on one section of the mattress and two smaller stains in another area, the manufacturer's warranty was null and void
The platform was noted to be defective due to the noise it was making, and was replaced on November 11th
As Jordan's has no recourse with the manufacturer due to the staining, we would not be willing to replace the mattressAs a courtesy, we will be happy to place a credit of $on account for you to purchase a new mattress
We hope you find this offer acceptable, and will await your response
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 # ***.
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,
*** ***
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 # ***
I have already called the customer service line to see about this fee and was told there was nothing they can doWhile I understand the signed agreement states this, it is worked in with a large amount of other dataComing from someone who works in customer service I think it is dishonest to not have this fully disclosed during the sales processAgain, this is coming from someone who wants to continue to provide business to the organization and make a purchase worth more than the initialKeeping that in mind I think waiving this fee as a one time exception benefits both parties here
Regards,
*** ***
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 # ***.
Were the repair was requested with in the warranty of the set the offering of dollars is not satisfactory. The set cost almost $4K! You should be replacing the whole set. It's not our fault you cannot get the material and this failed with in the warranty. We have been a Jordan's customer since 1986 is this how you now treat customers?
Regards,
*** ***
Good morning ***, 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 # ***.Jordan's sold us the insurance on the furniture it was not done separately Jordan's chose them as the company to have the furniture insured so they are an agent for Jordan's it the ultimately responsibility is Jordan's We had already confirmed the appoint for 1/25/over months after the inspection and the box for repairs Again, not an acceptable response or resolution from Jordan's Now new furniture with a different company purchased from Jordan's has not even responded to the call for repairs What a horrible company.Regards,
*** ***
Good morning ***,As a one time courtesy, I will waive the forfeitureWe did review your initial call with our customer service representative, and as she explained, the 30% is the standard fee for a special order returnYou let her know that you wanted to wait for your husband to see the set before making any decisionAt that point she agreed to extend the return for days from then, which would be February 11thI will honor that day commitment, and write up the return authorization todayIt will be in the system under the telephone number on file ending in ***.Should you need additional assistance, please contact us at 1-***
Good morning, and thank you for allowing us the opportunity to review your situation furtherI was able to locate your original purchase from June of using the information you providedPer the terms of the warranty set forth by the manufacturer, the mattress must be free of any stains in
order for the warranty to remain intact. You contacted us on December 1st to report that you were experiencing a sag in the mattressOur bedding services representative went through a series of questions about the mattress, foundation, and frame to help to identify the cause of the issueThe last question, and one of the most important, was whether or not your bedding was stain-freeYou advised us that your mattress did not have any stains on it. The independent inspection company went to your home on 12/15/and viewed your mattress, foundation and frameHe took measurements of any impressions in the mattress and foundation, and took photos of these measurementsHe also took photos of the overall set up, and submitted all of the data back to our bedding services team. In reviewing the photos, it is clear that both sides of the mattress have several stains on themThis alone has voided the manufacturer's warranty.You mention that you used a mattress protector on the bedding to prevent this issueIn reviewing your account, I do not see that one was purchased with your orderIf you purchased one from another retailer and have been using it faithfully, I would suggest that you contact the manufacturer of that product to see if they offer you any recourseUnfortunately we are unable to move forward with your mattress claim as the warranty has been voided. Should you wish to discuss this further, you can reach a bedding service representative at *** ext***.Thank you for shopping with Jordan's Furniture. *** *.Customer Advocate
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 # ***Please add your rejection comments below.
I have read response and my
complaint is I was told at time of purchase I could return the merchandise at no charge now I am told I have to pay to return the items this fee is beyond what is reasonable it's costing close to $to return merchandise I was told would cost nothing to return!!! I received no paperwork at time of order I received the paperwork when delivered I place the order in March!!!
Regards,
*** ***