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 afternoon ***,
Thank you for bringing this to our attentionWe apologize for your recent experience and the lack of follow upWe'll be more than happy to send you a pair of complimentary passes to make up for your disappointmentThey'll be mailed out today, so you should receive them
within a few days
Happy holidays!
Hi ***, We apologize if you are not happy with our offer. After having two professional upholsterers sent to your home, and receiving reports from each that there are no defects present, we will be standing by their assessments. Although you disagree, we do feel that our offer is fair, and will be standing by it. Please understand that as there are no defects, we have no recourse with the manufacturer. The discount being offered to you, is being done by Jordan's Furniture, as we appreciate your business. Please let us know, if you would like to accept
Good afternoon ***,Thank you for allowing us the opportunity to review your situation furtherI was able to locate your orignal purchase, delivered in January of That sectional came with a one year manufacturer's warranty against any defects in craftsmanship, which began on the day it
was deliveredWhile you did buy the 5-year protection plan, it does not cover wear and tear on the fabricIt's for the occasional accidental tear, or food/beverage stain. That being said, pilling is not considered to be a defectThe little pills appearing on the surface of the fabric are the result of any loose fibers in the weave working their way out from frictionThese pills do not affect the integrity of the piece in any wayIt's very common, and occurs on most fabrics regardless of price pointThe pill shaver will help to remove those fibers, and after a few uses you should see the pilling start to slow down. I realize that this is not the answer you hoped for, and do apologize.Should you wish to discuss this further, please contact us at ***
Good afternoon ***,Thank you for allowing us the opportunity to review this with you
You purchased a *** mattress from Jordan’s Furniture in June of Roughly a year later, in June 2014, you reported concerns directly to ***, as they are responsible for the administration of their
warrantyThey found that your mattress was defective, and offered a replacement. Though there is typically a $transportation cost assessed by ***, Jordan’s offered to split that cost with you as a courtesyA refund check in the amount of $was issued to you from Jordan’s on 8/11/You then paid *** directly for the total cost of the replacement mattressJordan’s Furniture was not involved in any way in this transactionFor any warranty claims, you will need to work directly with the manufacturer, as you purchased this replacement mattress directly from them, and *** is 100% responsible for all warranty claims.I realize that this is not the response you were hoping for, and for that I apologizePlease contact us again if we can be of further assistance
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 # ***.
The representative of the business stated in her response that the furniture has been in my house for years and there are no defects presentThat is not trueThe sofa and love seat are peeling in different areas than I had repairedI will accept an offer of store credit for the $that I paid out of pocket for the repairs and a credit of $for the warranty program that they did not honorI will furnish a receipt for the $repair bill upon request
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 # ***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,
*** ***
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. I appreciate the very quick response and hope that in the future, we are better informed of specific, detailed information from your sales team concerning our purchases before making them
Regards,
*** ***
Good morning ***I'm truly sorry that you're unhappy with the options provided to youShould you change your mind and wish to accept the return terms or purchase replacement parts, please contact our customer service team at ###-###-####
Good morning, On February 16th 2016, you placed an order for custom recliners in our Reading locationYour recliners were delivered on March 15th 2016. On June 2nd you contacted our customer service team to report a spring on the inside back portion of one recliner had popped.
The ticket was voided on July 11th as you were not ready to schedule at that time due to a family emergency On September 27th 2016, you contacted as you were ready to schedule the service appointment to address the spring on one recliner. You also reported that you were having difficulty closing the footrest on the second recliner and this recliner was added to the service ticket. A technician was scheduled for October 18th to assess both recliners. The technician was able to readjust the spring clip on the first recliner. He did deem this a defect. He found a bent mechanism on the second recliner which was causing the footrest to not close properly. He did deem this a manufacture defect. He was able to close the chair for the time being and advised us that a replacement mechanism would need to be ordered. At the time of your service appointment it was noted that you were having concerns on the seat to one of the recliners. There was foam building in the front of the seat. The technician deemed this as and characteristic due to the way the seat was being sat in. We offered to order a new seat core as a courtesy as this was not deemed a defect Although there were defects found in both chairs, the manufacturer’s warranty is a service warranty If the technician is unable to repair or replacement parts are not available to order, at that point a reselection would be allowed. October 18th, you advised us to cancel the part order for the replacement mechanism As there were defects found in both recliners, although one was corrected in the home at the time of the service call, Jordan's Furniture will authorize the refund of $to your *** *** *** Charge. This is in agreement that you will keep the recliners as is voiding the remainder of the manufacturer’s warranty. Should you need service on the recliners in the future, service would be provided under our Pay For Service Program. Should you have any questions, please contact us at ###-###-#### extMonday through Saturday 7am-6pm Regards, *** *** Customer Advocate Jordan's Furniture
Revdex.com:
I have reviewed the response submitted by the business and accepted the partial credit offered in reference to complaint #***, as it is better than nothing. The shortsightedness of Jordan's Furniture in terms of their handling of this matter is extremely disappointing and makes no business sense. As a customer for over years living right down the street and having spent over $100k in the past years, and having significant future furniture needs with an expanding house and growing family, I hope this $1,dollars they are saving is worth the $100k in future business they are losing from me and the unknown amount of lost sales as a result of my family's word of mouth and online feedback.I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Thank you for allowing us the opportunity to review this situation furtherI see here that on December 3rd, 2016, you received delivery of a *** *** sofa and loveseat reclinerThis set was purchased along with the *** Year Protection Plan which provides coverage against accidental stains
and damages which may occurOn May 8th 2017, you reported a tear in the fabric on your loveseat reclinerAfter placing a claim with ***, a replacement part was ordered and installed on June 22nd, for the right back cushionOn September 21st, 2017, we received a call reporting similar tears on the left back and seat loveseat recliner cushions, and the right back sofa recliner cushionThe call was transferred to *** to file a claimOn October 3rd, we received a call from *** stating this claim would be denied due to accumulation of damagesOur representative looked into obtaining pricing and availability, while confirming with *** was in fact denying this claimAfter confirming this information, we have been waiting on more information from the manufacturer for partsI’m happy that we had the chance to speak today, October 17thI was able to review concerns with your *** protection plan and address damages on your setI have committed to follow up with the manufacturer on the availability of replacement cushions and arrange for one of our service technicians to replace the parts at no additional cost Due to the length of installation, this repair may need to be scheduled for repair at our warehouse, and the set would be redelivered to your homeWe hope that we are able to continue working to resolve this concernShould you wish to discuss this further in the meantime, or have any questions, please contact Jordan’s Customer Service at ***, Ext ***Thank you for choosing Jordan’s Furniture
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 # ***
Regards,
*** ***
Good morning,On March 20th, three orders were placed by ***, totaling $Delivery fees on these orders, calculated at 6% of the retail of the items, were $There are no delivery charges associated with the purchase of the 5-year protection plan (which accounts for the difference)Though we can't speak to the conversation between the customer and the sales associate at the point of purchase, the delivery policy is provided in writing with each orderOn the signed sales receipt, it reads "Customers canceling orders or returning merchandise in its original condition within calendar days of delivery or pimay reselect or receive a refund for the merchandise amountOther conditions apply:* Customers reselecting other merchandise will pay another delivery service charge.* Returns are subject to an applicable pior delivery service charge.Though the pickup charges should have been another $212.33, we agreed to reduce the charge to a flat $as a courtesyWe feel that this offer is fair and reasonable
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 afternoon ***, I'm sorry that you're having an issue with your sofaIn reviewing your account, I see that despite there not being any defects identified by the upholsterer we agreed to bring your piece into our shop for repairAs with any courtesy repair, we committed to doing the best we
can to resolve the issue, but results are not guaranteedWhile the sofa was in the shop we removed the entire arm from the pieceWe re-webbed it, added foam to the top of the framed arm, and closed it back upThe additional padding made the arm fuller, and as a result, the needle holes in the leather (from where it was stitched closed) are more visibleThis is not damageThat being said, I do see that Jay reached out to you to discuss your additional concernsHe's noted your account that he's awaiting photos from you and will follow up once they are receivedWe look forward to working with you to resolve your concern
Good afternoon ***, I do apologize that you do not find our offer unsatisfactory. As no defect was found and the loveseat has been in your home since March, a reselection at full value would not be something that we would be able to offer. I will note your account with our offer for you to return to reselect with 30% forfeiture. This offer will be valid until November 17th 2016. Should you wish to accept this offer, please contact us at 866-856- Regards, *** ** *** Customer Advocate Jordan’s Furniture
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.
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,
*** ***
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.
My communication with Jordan's furniture began on 7/7, not 7/I have the emails to prove itWhen I spoke with *** today, she mentioned that they would give my a couple hundred dollars not the 50%, which is why I refused itRevdex.com, do you think after three months of sleeping on a mattress that is supposed to last years, that it is acceptable to have it already caving in, causing back pain? I understand that over time the mattress depreciates but there is no way the mattress depreciated 50% alreadyI understand that they won't be able to sell our mattress once they take it backOf course they can'tWhy should we be the ones to have to lose $over Jordan's furniture who chooses to sell poor quality mattresses? This is a problem that Jordan's should deal with ***'sWe are paying Jordan'sThey should stand by their product and at least give us a 80-90% refundThis has been dragged out for months
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 # ***Please add your rejection comments belowRegards,
*** ***
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 afternoon ***,
Thank you for bringing this to our attentionWe apologize for your recent experience and the lack of follow upWe'll be more than happy to send you a pair of complimentary passes to make up for your disappointmentThey'll be mailed out today, so you should receive them
within a few days
Happy holidays!
Hi ***, We apologize if you are not happy with our offer. After having two professional upholsterers sent to your home, and receiving reports from each that there are no defects present, we will be standing by their assessments. Although you disagree, we do feel that our offer is fair, and will be standing by it. Please understand that as there are no defects, we have no recourse with the manufacturer. The discount being offered to you, is being done by Jordan's Furniture, as we appreciate your business. Please let us know, if you would like to accept
Good afternoon ***,Thank you for allowing us the opportunity to review your situation furtherI was able to locate your orignal purchase, delivered in January of That sectional came with a one year manufacturer's warranty against any defects in craftsmanship, which began on the day it
was deliveredWhile you did buy the 5-year protection plan, it does not cover wear and tear on the fabricIt's for the occasional accidental tear, or food/beverage stain. That being said, pilling is not considered to be a defectThe little pills appearing on the surface of the fabric are the result of any loose fibers in the weave working their way out from frictionThese pills do not affect the integrity of the piece in any wayIt's very common, and occurs on most fabrics regardless of price pointThe pill shaver will help to remove those fibers, and after a few uses you should see the pilling start to slow down. I realize that this is not the answer you hoped for, and do apologize.Should you wish to discuss this further, please contact us at ***
Good afternoon ***,Thank you for allowing us the opportunity to review this with you
You purchased a *** mattress from Jordan’s Furniture in June of Roughly a year later, in June 2014, you reported concerns directly to ***, as they are responsible for the administration of their
warrantyThey found that your mattress was defective, and offered a replacement. Though there is typically a $transportation cost assessed by ***, Jordan’s offered to split that cost with you as a courtesyA refund check in the amount of $was issued to you from Jordan’s on 8/11/You then paid *** directly for the total cost of the replacement mattressJordan’s Furniture was not involved in any way in this transactionFor any warranty claims, you will need to work directly with the manufacturer, as you purchased this replacement mattress directly from them, and *** is 100% responsible for all warranty claims.I realize that this is not the response you were hoping for, and for that I apologizePlease contact us again if we can be of further assistance
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 # ***.
The representative of the business stated in her response that the furniture has been in my house for years and there are no defects presentThat is not trueThe sofa and love seat are peeling in different areas than I had repairedI will accept an offer of store credit for the $that I paid out of pocket for the repairs and a credit of $for the warranty program that they did not honorI will furnish a receipt for the $repair bill upon request
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 # ***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,
*** ***
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. I appreciate the very quick response and hope that in the future, we are better informed of specific, detailed information from your sales team concerning our purchases before making them
Regards,
*** ***
Good morning ***I'm truly sorry that you're unhappy with the options provided to youShould you change your mind and wish to accept the return terms or purchase replacement parts, please contact our customer service team at ###-###-####
Good morning, On February 16th 2016, you placed an order for custom recliners in our Reading locationYour recliners were delivered on March 15th 2016. On June 2nd you contacted our customer service team to report a spring on the inside back portion of one recliner had popped.
The ticket was voided on July 11th as you were not ready to schedule at that time due to a family emergency On September 27th 2016, you contacted as you were ready to schedule the service appointment to address the spring on one recliner. You also reported that you were having difficulty closing the footrest on the second recliner and this recliner was added to the service ticket. A technician was scheduled for October 18th to assess both recliners. The technician was able to readjust the spring clip on the first recliner. He did deem this a defect. He found a bent mechanism on the second recliner which was causing the footrest to not close properly. He did deem this a manufacture defect. He was able to close the chair for the time being and advised us that a replacement mechanism would need to be ordered. At the time of your service appointment it was noted that you were having concerns on the seat to one of the recliners. There was foam building in the front of the seat. The technician deemed this as and characteristic due to the way the seat was being sat in. We offered to order a new seat core as a courtesy as this was not deemed a defect Although there were defects found in both chairs, the manufacturer’s warranty is a service warranty If the technician is unable to repair or replacement parts are not available to order, at that point a reselection would be allowed. October 18th, you advised us to cancel the part order for the replacement mechanism As there were defects found in both recliners, although one was corrected in the home at the time of the service call, Jordan's Furniture will authorize the refund of $to your *** *** *** Charge. This is in agreement that you will keep the recliners as is voiding the remainder of the manufacturer’s warranty. Should you need service on the recliners in the future, service would be provided under our Pay For Service Program. Should you have any questions, please contact us at ###-###-#### extMonday through Saturday 7am-6pm Regards, *** *** Customer Advocate Jordan's Furniture
Revdex.com:
I have reviewed the response submitted by the business and accepted the partial credit offered in reference to complaint #***, as it is better than nothing. The shortsightedness of Jordan's Furniture in terms of their handling of this matter is extremely disappointing and makes no business sense. As a customer for over years living right down the street and having spent over $100k in the past years, and having significant future furniture needs with an expanding house and growing family, I hope this $1,dollars they are saving is worth the $100k in future business they are losing from me and the unknown amount of lost sales as a result of my family's word of mouth and online feedback.I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Thank you for allowing us the opportunity to review this situation furtherI see here that on December 3rd, 2016, you received delivery of a *** *** sofa and loveseat reclinerThis set was purchased along with the *** Year Protection Plan which provides coverage against accidental stains
and damages which may occurOn May 8th 2017, you reported a tear in the fabric on your loveseat reclinerAfter placing a claim with ***, a replacement part was ordered and installed on June 22nd, for the right back cushionOn September 21st, 2017, we received a call reporting similar tears on the left back and seat loveseat recliner cushions, and the right back sofa recliner cushionThe call was transferred to *** to file a claimOn October 3rd, we received a call from *** stating this claim would be denied due to accumulation of damagesOur representative looked into obtaining pricing and availability, while confirming with *** was in fact denying this claimAfter confirming this information, we have been waiting on more information from the manufacturer for partsI’m happy that we had the chance to speak today, October 17thI was able to review concerns with your *** protection plan and address damages on your setI have committed to follow up with the manufacturer on the availability of replacement cushions and arrange for one of our service technicians to replace the parts at no additional cost Due to the length of installation, this repair may need to be scheduled for repair at our warehouse, and the set would be redelivered to your homeWe hope that we are able to continue working to resolve this concernShould you wish to discuss this further in the meantime, or have any questions, please contact Jordan’s Customer Service at ***, Ext ***Thank you for choosing Jordan’s Furniture
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 # ***
Regards,
*** ***
Good morning,On March 20th, three orders were placed by ***, totaling $Delivery fees on these orders, calculated at 6% of the retail of the items, were $There are no delivery charges associated with the purchase of the 5-year protection plan (which accounts for the difference)Though we can't speak to the conversation between the customer and the sales associate at the point of purchase, the delivery policy is provided in writing with each orderOn the signed sales receipt, it reads "Customers canceling orders or returning merchandise in its original condition within calendar days of delivery or pimay reselect or receive a refund for the merchandise amountOther conditions apply:* Customers reselecting other merchandise will pay another delivery service charge.* Returns are subject to an applicable pior delivery service charge.Though the pickup charges should have been another $212.33, we agreed to reduce the charge to a flat $as a courtesyWe feel that this offer is fair and reasonable
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 afternoon ***, I'm sorry that you're having an issue with your sofaIn reviewing your account, I see that despite there not being any defects identified by the upholsterer we agreed to bring your piece into our shop for repairAs with any courtesy repair, we committed to doing the best we
can to resolve the issue, but results are not guaranteedWhile the sofa was in the shop we removed the entire arm from the pieceWe re-webbed it, added foam to the top of the framed arm, and closed it back upThe additional padding made the arm fuller, and as a result, the needle holes in the leather (from where it was stitched closed) are more visibleThis is not damageThat being said, I do see that Jay reached out to you to discuss your additional concernsHe's noted your account that he's awaiting photos from you and will follow up once they are receivedWe look forward to working with you to resolve your concern
Good afternoon ***, I do apologize that you do not find our offer unsatisfactory. As no defect was found and the loveseat has been in your home since March, a reselection at full value would not be something that we would be able to offer. I will note your account with our offer for you to return to reselect with 30% forfeiture. This offer will be valid until November 17th 2016. Should you wish to accept this offer, please contact us at 866-856- Regards, *** ** *** Customer Advocate Jordan’s Furniture
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.
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,
*** ***
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.
My communication with Jordan's furniture began on 7/7, not 7/I have the emails to prove itWhen I spoke with *** today, she mentioned that they would give my a couple hundred dollars not the 50%, which is why I refused itRevdex.com, do you think after three months of sleeping on a mattress that is supposed to last years, that it is acceptable to have it already caving in, causing back pain? I understand that over time the mattress depreciates but there is no way the mattress depreciated 50% alreadyI understand that they won't be able to sell our mattress once they take it backOf course they can'tWhy should we be the ones to have to lose $over Jordan's furniture who chooses to sell poor quality mattresses? This is a problem that Jordan's should deal with ***'sWe are paying Jordan'sThey should stand by their product and at least give us a 80-90% refundThis has been dragged out for months
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 # ***Please add your rejection comments belowRegards,
*** ***