Good morning Mr***,I apologize if you feel our offer is unsatisfactoryWe believe that it is a gesture of good faith, as this is out of warranty and an accumulation of damagesThe offer of $on account has been keyed, and will remain on file for up to a year
Good morning,On 11/18/16, Jordan's Furniture received a purchase order from *** 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 *** behalf. *** 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 *** 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, *** was to be contacted by you so they would know to issue the work order to a repair company.As *** 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. *** contacted *** on your behalf to advise them that you had received the part. *** assigned a company called All Furniture to perform the installation of the parts and the company should be in contact within 24-hours. *** 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 *** to look into this further. *** had authorized All Furniture one hour to complete the installation. All Furniture advised *** that additional time would need to be authorized to complete the installation. *** then assigned the work order to a company called *** and authorized them hours labor to complete the installation. *** was assigned to you on 12/31/16. *** 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 *** is the provider of the protection program, replacement of the parts ordered on behalf of *** must be installed by a company authorized by ***.If you have any questions, please contact us at ***.Regards,*** ***Customer AdvocateJordan's Furniture
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 ###-###-####
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.
Regards,
*** ***
Good afternoon ***, Thank you for the opportunity to address your concern. I do apologize with your disappointment in your *** sectional. In reviewing your account, I do see that you had a custom 2-piece sectional delivered on November 10th 2015. You purchased the *** 5-Year
Protection Program on your sectional. This program is designed for accidental one-time occurrences of staining. This plan does not cover accumulation of stains from general use. On October 3rd, you contacted *** to file a claim for staining on your sectional. *** submitted a work order for *** *** to come to your home to assess and clean the stains. The technician reported that there was general soiling from general use. He attempted to clean the areas as a courtesy as general soiling is not covered under this Protection Program. You spoke with *** at Jordan's Furniture on November 14th. Although general soiling is not covered by the Protection Program nor is this a manufacturing defect, *** agreed to take the sectional back for store credit less 15% of the retail for you to reselect into a different sectional. This total store credit equaled $3111.67. As this has been in your home for a year, a refund would not be applicable. In reviewing the situation, we do appreciate you as a customer. I can offer you to reselect at full retail value for a store credit only. This amount would total $3660.78. Due to the amount of time it has been in the home, a refund would not be applicable This offer will be valid until December 7th. Your account has been documented with my offerShould you have any questions, please don’t hesitate to contact us at ###-###-####. Our Customer Service Department is available Monday through Saturday from 7am to 6pm Regards, *** ** *** Customer Advocate Jordan’s Furniture
***,While we truly apologize for your discomfort with your mattress, there is no defect presentThe mattress is performing as expectedWe feel that our offer of $is fair, as the mattress was $in November of when you purchased itWe will leave that credit on account for up to one year should you change your mind. I'm sorry that we were unable to agree on a resolutionWe do appreciate your business and hope you'll allow us another opportunity to assist you
Good afternoon ***, Thank you for giving us the opportunity to review your account to see what we can do to assist you. In reviewing the history, you had purchased a custom order power sofa recliner from our Nashua location on February 25th 2016. Your sofa recliner was
delivered on April 14th 2016. You had purchased the GBS Year Protection Program with this sofa recliner On January 10th 2017, you contacted our Customer Service Department to report that when you reclined the sofa, the outside back hit the wall causing the frame to bend. You were directed to file a claim under your GBS Protection Program as the damage was caused by direct contact On February 8th 2017, you contacted our Customer Service Department to report that the seat to one of the recliners is settling and making a squeaking noise. You advised that you tried to file a claim with GBS, but they advised that the frame damage was not covered under this program. You also expressed concerns on how the sofa was wearing in general. Maintenance of the seat cores was discussed. An offer to return with a usage fee was presented to you. We advised that we could send a technician as a courtesy to assess the seats and also inspect the damaged back of the sofa recliner A technician was dispatched to your home on February 16th 2017. He added one inch of foam to the seat, kneehugger, and footrest. He also noted that the back of the recliner had hit the wall casing the tacking to break. He advised that a part order of fabric for the outside back portion of the recliner would be needed. A supervisor was able to contact GBS to have the claim overturned and a part order for this material was placed on February 16th In reviewing all of this, we had reached out to you today, March 7th to discuss your concerns. All concerns with the sofa are not considered a defect and there is no recourse with the manufacturer. As we do appreciate you as a customer, an offer was made to return the sofa recliner for full retail price of $as store credit only to use towards a reselection. The amount paid for the GBS Year Protection Program would not be included as the claim was successfully processed and a part order was placed. A delivery fee on your new sale would be your responsibility. This offer is valid for days from today Should you have any questions, please don’t hesitate to contact us again Regards, *** *** Customer Advocate Jordan’s Furniture
Good morning ***,
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
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 # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** *** This offer is unreasonable. I will give you 10% off the price of the loveseat, that we are still paying on which is $that would bring that amount to $and return of the full amount of the year protection program Insurance of $115.39which totals is $of credit to us for another selection of merchandise. That's my final agreement
Good afternoon ***,Thank you for bringing this to our attentionIn reviewing your account, I see that we are currently scheduled to pickup the kitchen island from your home on Saturday, April 15thWe have arranged for one of our service technicians to meet the delivery team to assist
with the removal of this pieceWe're confident that we'll be able to do so successfullyWe truly apologize for your inconvenience and disappointment with this purchase, and hope to have another opportunity to assist you in the future
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 allowing us the opportunity to address your concernIn reviewing your account, I see that your intention was to purchase a king size *** mattressThe mattress you selected can be bent up to degrees without it affecting the performanceBending it
further could damage the inner components of the mattress, and cause it to become defective. When the delivery team went out to your home, they determined that in order to get the mattress up the stairs it would need to be bent completely in half due to the short ceiling on the stairwellAlthough it appears that you indicated a concern with the fit, the sales associate explained that it “shouldn’t be a problem” based on your description and the fact that the mattress could be flexed up to the degreesIt certainly wasn’t his intention to mislead you, as he wouldn’t benefit from doing so
I see that the order has now been voided, and a full refund issued to your credit cardI’m sorry that your purchase didn’t work out, as it’s just as disappointing to usWe hope you’ll allow us another opportunity to assist you in the future, and truly apologize for your frustration
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,
*** ***
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,
*** ***
Hello MrBates, Thank you for allowing us the opportunity to review this concern furtherI was able to locate your account information and see that on February 28th of this year, you received delivery of a *** power leather sofa recliner and power leather reclinerOn September 27th, you
called into our customer service department and spoke with ToniYou indicated the headrest of your recliner was turning colorYou were able to send in photos the same day showing the recliner and area of discolorationOn October 2nd, you called back into service to review the results from your photosThey indicated a round area along the headrest which has since discolored to a lighter color pigmentThis is caused from regular contact and natural body oils from your hair or skinOnce the oil remains on the leather surface, it can begin to break down the coloring of the leather. She reviewed the prior information and notified you that leather requires regular maintenance. By regularly cleaning and conditioning the leather at least four times a year, this can prevent leather cracking and discolorationShe indicated that you purchased the GBS 5-Year Protection Plan, and informed it did not cover “wear and tear to fabric and leathers, such as accumulated soiling from everyday use including body oil, hair oil, perspiration, darkened bodily contact areas”She offered to request pricing and availability for replacement leather from ***You informed us that you wished to return this reclinerA store credit reselection was offered in the amount of $609.95, 50% of the original costYou asked to speak with one of our customer service supervisorsShe reiterated the cause of this concern, and offered a 70% reselection for your recliner (rounded up to $800) along with your GBS 5-Year Protection Plan refunded in fullThis total amount came to $This reselection credit is now active in our system and can be located using your telephone number at any Jordan’s Furniture locationThey can assist in helping you select a new set and arranging a convenient date to pick up your original recliner, and deliver your new selectionWe hope that we are able to continue working to resolve this concern you have experiencedShould you wish to discuss this further, or have any questions, please contact Jordan’s Customer Service at ***, ext***Thank you for choosing Jordan’s FurnitureWe look forward to hearing from you
Good morning ***, On October 5th 2016, you were given an authorization to return your Klaussner Motion power recliner and reselect into a new item. This return was a courtesy as you were unhappy with the softening and settling of the seat cores. A technician went to your home on
October 3rd 2016, to assess the power recliner. His found no defects present in this piece On October 19th 2016, you reselected into a custom Flexsteel power wall recliner. This power wall recliner was delivered to you on December 31st 2016. Jordan's Furniture picked up the Klaussner Motion power recliner when we delivered the Flexsteel power wall recliner On January 26th of this year, you contacted us reporting a creaking noise present in the recliner. Also reported was indentation with the seat cushion. A service call was scheduled for February 6th of this year. The technician that was dispatched to your home found that the creaking noise was due to loose rivets in the mechanism. He found that the indentation of the seat cushion was and characteristic and there was no defect present in the seat cushion Due to the loose rivets, an exchange of the chair was placed. On April 26th of this year, the replacement power wall recliner was delivered and the defective one was picked up. On May 4th of this year, you contact us to report both arms making a creaking noise, fill was missing from the arms, and the seat cushion had an indentation. A service appointment was scheduled for May 11th. The technician that was dispatched to your home found no defects present in the power wall recliner. He found softening and settling on the arms and the seats. The technician attempted to add foam to help with the comfort, but service was refused. The technician called into his supervisor with his findings of the chair. It was advised that a replacement of the same chair would not satisfy the concerns as all issues are characteristic of this piece. The same characteristics would be present in a new piece You spoke with a Customer Service Representative after the service appointment. She went over the technician’s findings and explained that everything the customer reported is characteristic of this piece. No defects were present. You were advised that as you have experienced similar issues with the Flexsteel power wall recliner, reselecting would be the best option as exchanging it for the same exact chair will present the same issues that you are concerned with. As there were no defects present in the recliner, returning for a full refund would not be an optionYou were offered an authorization to return the custom Flexsteel power wall recliner at full value towards a different piece. Any custom piece that is returned for non-defects, are subject to a forfeiture fee. Jordan's Furniture has waived this fee as a courtesy as we do value you as a customer. This offer is still valid and has been documented in the system for you. We ask that you come into the showroom and work with a salesperson towards a reselection by June 23rd 2017. Your salesperson will be able to locate this authorization under your telephone number Should you have any questions at all, please don’t hesitate to contact our Customer Service Department at 866-856-extMonday through Saturday between 7am-6pm Regards, *** ** ***
Customer Advocate Jordan's Furniture
Good afternoon,
I have located your order for the *** leather sofas that were delivered to your home at ** *** *** *** *** *** ** on June 18, 2014. On April 17, you contacted Jordan’s Furniture Customer Service department to report that the front rail and frame was
protruding. You had reported to us that you had moved the pieces out of state to your home in Norristown, PA. As the merchandise was outside of our service zone, we arranged to have a repair company, *** *** come to your home to repair the damage to the front rail. *** *** attempted to reach you to schedule an appointment and the work order was voided due to lack of response.
On June 1, 2015, you contacted Jordan’s Furniture to advise us that you had been out of the country on business and had just returned. We resubmitted the repair request to *** *** and you were scheduled for service on June 30, 2015. The technician was able to successfully repair the seat frame on the sofa.
On October 16, 2015, you contacted us again to report that you were having another frame issue with the same sofa. We arranged to have *** *** come back to your home to repair it again*** *** scheduled a service appointment with you for October 24, 2015. *** *** reported to us that no one was home for this appointment. You then contacted us on November 5, advising us that no one had contacted you to reschedule your appointment. We resubmitted a new work order to *** *** on November 5, 2015. *** *** scheduled an appointment for December 9, 2015. The technician was able to repair the loose frame in the middle of the sofa. The technician deemed this not to be a manufacturer’s defect, and a direct result of the way the piece is being used
While the technician was at your home on December 9th, you showed him the other sofa which also had frame damage to it. As this sofa was not on his work order, he was unable to repair it on that date. We submitted a work order for the second sofa, and you were scheduled for service on January 12, 2016. The technician was able to successfully repair the loose frame on the seating areaHe again deemed this not to be a manufacturer’s defect, but damage from use
All reported damages occurred after they were moved out of our service area. Based on the information contained in the multiple service reports and photos taken of each piece, the damages have not been the result of any manufacturer defects. They do appear to be a result of transit damage or misuse of the pieces. As Jordan’s Furniture has sent *** *** out three times as a courtesy for non-defect issues, a return of the sofas is not warranted. Should you wish to discuss this further, please contact us at ***
Regards,
*** ** ***
Customer Advocate
Jordan’s Furniture
Good afternoon,Thank you for allowing us the opportunity to review your situation in greater detailAn order was placed on December 23rd for two custom Rowe sofasThough we were not part of the conversation between you and the sales associate, the signed copy of the sales receipt shows the 30%
non-refundable deposit charges on itThat being said, we do have the flexibility to reduce that fee under special circumstancesI would suggest reaching out to our customer service team to further discuss your intention to return and repurchase other itemsI'm confident that we'll be able to help
Good morning ***,Thank you for allowing us the opportunity to review this situation further.We're terribly sorry for your experience, and appreciate your bringing this to our attentionAs all of the calls into our call center are recorded, we will be reviewing your interactions with our staff to
ensure that any opportunities are addressedBased on your complaint, it sounds as though some conversations took place with ***, the company that facilitates the protection programWe'll forward the details of your concerns to their management team for their review as wellCustomer service has always been our top priority here at Jordan's, and we take these types of complaints very seriously. As *** is a third party, Jordan's has very limited control as to the handling of your claimAgain, we will have them review your experience in its entirety and will have them follow up to arrange for service on your sofa immediately.Should you wish to further discuss your concerns, we can be reached at ***
Good morning Mr***,I apologize if you feel our offer is unsatisfactoryWe believe that it is a gesture of good faith, as this is out of warranty and an accumulation of damagesThe offer of $on account has been keyed, and will remain on file for up to a year
Good morning,On 11/18/16, Jordan's Furniture received a purchase order from *** 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 *** behalf. *** 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 *** 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, *** was to be contacted by you so they would know to issue the work order to a repair company.As *** 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. *** contacted *** on your behalf to advise them that you had received the part. *** assigned a company called All Furniture to perform the installation of the parts and the company should be in contact within 24-hours. *** 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 *** to look into this further. *** had authorized All Furniture one hour to complete the installation. All Furniture advised *** that additional time would need to be authorized to complete the installation. *** then assigned the work order to a company called *** and authorized them hours labor to complete the installation. *** was assigned to you on 12/31/16. *** 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 *** is the provider of the protection program, replacement of the parts ordered on behalf of *** must be installed by a company authorized by ***.If you have any questions, please contact us at ***.Regards,*** ***Customer AdvocateJordan's Furniture
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 ###-###-####
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.
Regards,
*** ***
Good afternoon ***, Thank you for the opportunity to address your concern. I do apologize with your disappointment in your *** sectional. In reviewing your account, I do see that you had a custom 2-piece sectional delivered on November 10th 2015. You purchased the *** 5-Year
Protection Program on your sectional. This program is designed for accidental one-time occurrences of staining. This plan does not cover accumulation of stains from general use. On October 3rd, you contacted *** to file a claim for staining on your sectional. *** submitted a work order for *** *** to come to your home to assess and clean the stains. The technician reported that there was general soiling from general use. He attempted to clean the areas as a courtesy as general soiling is not covered under this Protection Program. You spoke with *** at Jordan's Furniture on November 14th. Although general soiling is not covered by the Protection Program nor is this a manufacturing defect, *** agreed to take the sectional back for store credit less 15% of the retail for you to reselect into a different sectional. This total store credit equaled $3111.67. As this has been in your home for a year, a refund would not be applicable. In reviewing the situation, we do appreciate you as a customer. I can offer you to reselect at full retail value for a store credit only. This amount would total $3660.78. Due to the amount of time it has been in the home, a refund would not be applicable This offer will be valid until December 7th. Your account has been documented with my offerShould you have any questions, please don’t hesitate to contact us at ###-###-####. Our Customer Service Department is available Monday through Saturday from 7am to 6pm Regards, *** ** *** Customer Advocate Jordan’s Furniture
***,While we truly apologize for your discomfort with your mattress, there is no defect presentThe mattress is performing as expectedWe feel that our offer of $is fair, as the mattress was $in November of when you purchased itWe will leave that credit on account for up to one year should you change your mind. I'm sorry that we were unable to agree on a resolutionWe do appreciate your business and hope you'll allow us another opportunity to assist you
Good afternoon ***, Thank you for giving us the opportunity to review your account to see what we can do to assist you. In reviewing the history, you had purchased a custom order power sofa recliner from our Nashua location on February 25th 2016. Your sofa recliner was
delivered on April 14th 2016. You had purchased the GBS Year Protection Program with this sofa recliner On January 10th 2017, you contacted our Customer Service Department to report that when you reclined the sofa, the outside back hit the wall causing the frame to bend. You were directed to file a claim under your GBS Protection Program as the damage was caused by direct contact On February 8th 2017, you contacted our Customer Service Department to report that the seat to one of the recliners is settling and making a squeaking noise. You advised that you tried to file a claim with GBS, but they advised that the frame damage was not covered under this program. You also expressed concerns on how the sofa was wearing in general. Maintenance of the seat cores was discussed. An offer to return with a usage fee was presented to you. We advised that we could send a technician as a courtesy to assess the seats and also inspect the damaged back of the sofa recliner A technician was dispatched to your home on February 16th 2017. He added one inch of foam to the seat, kneehugger, and footrest. He also noted that the back of the recliner had hit the wall casing the tacking to break. He advised that a part order of fabric for the outside back portion of the recliner would be needed. A supervisor was able to contact GBS to have the claim overturned and a part order for this material was placed on February 16th In reviewing all of this, we had reached out to you today, March 7th to discuss your concerns. All concerns with the sofa are not considered a defect and there is no recourse with the manufacturer. As we do appreciate you as a customer, an offer was made to return the sofa recliner for full retail price of $as store credit only to use towards a reselection. The amount paid for the GBS Year Protection Program would not be included as the claim was successfully processed and a part order was placed. A delivery fee on your new sale would be your responsibility. This offer is valid for days from today Should you have any questions, please don’t hesitate to contact us again Regards, *** *** Customer Advocate Jordan’s Furniture
Good morning ***,
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
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 # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** *** This offer is unreasonable. I will give you 10% off the price of the loveseat, that we are still paying on which is $that would bring that amount to $and return of the full amount of the year protection program Insurance of $115.39which totals is $of credit to us for another selection of merchandise. That's my final agreement
Good afternoon ***,Thank you for bringing this to our attentionIn reviewing your account, I see that we are currently scheduled to pickup the kitchen island from your home on Saturday, April 15thWe have arranged for one of our service technicians to meet the delivery team to assist
with the removal of this pieceWe're confident that we'll be able to do so successfullyWe truly apologize for your inconvenience and disappointment with this purchase, and hope to have another opportunity to assist you in the future
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 allowing us the opportunity to address your concernIn reviewing your account, I see that your intention was to purchase a king size *** mattressThe mattress you selected can be bent up to degrees without it affecting the performanceBending it
further could damage the inner components of the mattress, and cause it to become defective. When the delivery team went out to your home, they determined that in order to get the mattress up the stairs it would need to be bent completely in half due to the short ceiling on the stairwellAlthough it appears that you indicated a concern with the fit, the sales associate explained that it “shouldn’t be a problem” based on your description and the fact that the mattress could be flexed up to the degreesIt certainly wasn’t his intention to mislead you, as he wouldn’t benefit from doing so
I see that the order has now been voided, and a full refund issued to your credit cardI’m sorry that your purchase didn’t work out, as it’s just as disappointing to usWe hope you’ll allow us another opportunity to assist you in the future, and truly apologize for your frustration
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,
*** ***
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,
*** ***
Hello MrBates, Thank you for allowing us the opportunity to review this concern furtherI was able to locate your account information and see that on February 28th of this year, you received delivery of a *** power leather sofa recliner and power leather reclinerOn September 27th, you
called into our customer service department and spoke with ToniYou indicated the headrest of your recliner was turning colorYou were able to send in photos the same day showing the recliner and area of discolorationOn October 2nd, you called back into service to review the results from your photosThey indicated a round area along the headrest which has since discolored to a lighter color pigmentThis is caused from regular contact and natural body oils from your hair or skinOnce the oil remains on the leather surface, it can begin to break down the coloring of the leather. She reviewed the prior information and notified you that leather requires regular maintenance. By regularly cleaning and conditioning the leather at least four times a year, this can prevent leather cracking and discolorationShe indicated that you purchased the GBS 5-Year Protection Plan, and informed it did not cover “wear and tear to fabric and leathers, such as accumulated soiling from everyday use including body oil, hair oil, perspiration, darkened bodily contact areas”She offered to request pricing and availability for replacement leather from ***You informed us that you wished to return this reclinerA store credit reselection was offered in the amount of $609.95, 50% of the original costYou asked to speak with one of our customer service supervisorsShe reiterated the cause of this concern, and offered a 70% reselection for your recliner (rounded up to $800) along with your GBS 5-Year Protection Plan refunded in fullThis total amount came to $This reselection credit is now active in our system and can be located using your telephone number at any Jordan’s Furniture locationThey can assist in helping you select a new set and arranging a convenient date to pick up your original recliner, and deliver your new selectionWe hope that we are able to continue working to resolve this concern you have experiencedShould you wish to discuss this further, or have any questions, please contact Jordan’s Customer Service at ***, ext***Thank you for choosing Jordan’s FurnitureWe look forward to hearing from you
Good morning ***, On October 5th 2016, you were given an authorization to return your Klaussner Motion power recliner and reselect into a new item. This return was a courtesy as you were unhappy with the softening and settling of the seat cores. A technician went to your home on
October 3rd 2016, to assess the power recliner. His found no defects present in this piece On October 19th 2016, you reselected into a custom Flexsteel power wall recliner. This power wall recliner was delivered to you on December 31st 2016. Jordan's Furniture picked up the Klaussner Motion power recliner when we delivered the Flexsteel power wall recliner On January 26th of this year, you contacted us reporting a creaking noise present in the recliner. Also reported was indentation with the seat cushion. A service call was scheduled for February 6th of this year. The technician that was dispatched to your home found that the creaking noise was due to loose rivets in the mechanism. He found that the indentation of the seat cushion was and characteristic and there was no defect present in the seat cushion Due to the loose rivets, an exchange of the chair was placed. On April 26th of this year, the replacement power wall recliner was delivered and the defective one was picked up. On May 4th of this year, you contact us to report both arms making a creaking noise, fill was missing from the arms, and the seat cushion had an indentation. A service appointment was scheduled for May 11th. The technician that was dispatched to your home found no defects present in the power wall recliner. He found softening and settling on the arms and the seats. The technician attempted to add foam to help with the comfort, but service was refused. The technician called into his supervisor with his findings of the chair. It was advised that a replacement of the same chair would not satisfy the concerns as all issues are characteristic of this piece. The same characteristics would be present in a new piece You spoke with a Customer Service Representative after the service appointment. She went over the technician’s findings and explained that everything the customer reported is characteristic of this piece. No defects were present. You were advised that as you have experienced similar issues with the Flexsteel power wall recliner, reselecting would be the best option as exchanging it for the same exact chair will present the same issues that you are concerned with. As there were no defects present in the recliner, returning for a full refund would not be an optionYou were offered an authorization to return the custom Flexsteel power wall recliner at full value towards a different piece. Any custom piece that is returned for non-defects, are subject to a forfeiture fee. Jordan's Furniture has waived this fee as a courtesy as we do value you as a customer. This offer is still valid and has been documented in the system for you. We ask that you come into the showroom and work with a salesperson towards a reselection by June 23rd 2017. Your salesperson will be able to locate this authorization under your telephone number Should you have any questions at all, please don’t hesitate to contact our Customer Service Department at 866-856-extMonday through Saturday between 7am-6pm Regards, *** ** ***
Customer Advocate Jordan's Furniture
Good afternoon,
I have located your order for the *** leather sofas that were delivered to your home at ** *** *** *** *** *** ** on June 18, 2014. On April 17, you contacted Jordan’s Furniture Customer Service department to report that the front rail and frame was
protruding. You had reported to us that you had moved the pieces out of state to your home in Norristown, PA. As the merchandise was outside of our service zone, we arranged to have a repair company, *** *** come to your home to repair the damage to the front rail. *** *** attempted to reach you to schedule an appointment and the work order was voided due to lack of response.
On June 1, 2015, you contacted Jordan’s Furniture to advise us that you had been out of the country on business and had just returned. We resubmitted the repair request to *** *** and you were scheduled for service on June 30, 2015. The technician was able to successfully repair the seat frame on the sofa.
On October 16, 2015, you contacted us again to report that you were having another frame issue with the same sofa. We arranged to have *** *** come back to your home to repair it again*** *** scheduled a service appointment with you for October 24, 2015. *** *** reported to us that no one was home for this appointment. You then contacted us on November 5, advising us that no one had contacted you to reschedule your appointment. We resubmitted a new work order to *** *** on November 5, 2015. *** *** scheduled an appointment for December 9, 2015. The technician was able to repair the loose frame in the middle of the sofa. The technician deemed this not to be a manufacturer’s defect, and a direct result of the way the piece is being used
While the technician was at your home on December 9th, you showed him the other sofa which also had frame damage to it. As this sofa was not on his work order, he was unable to repair it on that date. We submitted a work order for the second sofa, and you were scheduled for service on January 12, 2016. The technician was able to successfully repair the loose frame on the seating areaHe again deemed this not to be a manufacturer’s defect, but damage from use
All reported damages occurred after they were moved out of our service area. Based on the information contained in the multiple service reports and photos taken of each piece, the damages have not been the result of any manufacturer defects. They do appear to be a result of transit damage or misuse of the pieces. As Jordan’s Furniture has sent *** *** out three times as a courtesy for non-defect issues, a return of the sofas is not warranted. Should you wish to discuss this further, please contact us at ***
Regards,
*** ** ***
Customer Advocate
Jordan’s Furniture
Good afternoon,Thank you for allowing us the opportunity to review your situation in greater detailAn order was placed on December 23rd for two custom Rowe sofasThough we were not part of the conversation between you and the sales associate, the signed copy of the sales receipt shows the 30%
non-refundable deposit charges on itThat being said, we do have the flexibility to reduce that fee under special circumstancesI would suggest reaching out to our customer service team to further discuss your intention to return and repurchase other itemsI'm confident that we'll be able to help
Good morning ***,Thank you for allowing us the opportunity to review this situation further.We're terribly sorry for your experience, and appreciate your bringing this to our attentionAs all of the calls into our call center are recorded, we will be reviewing your interactions with our staff to
ensure that any opportunities are addressedBased on your complaint, it sounds as though some conversations took place with ***, the company that facilitates the protection programWe'll forward the details of your concerns to their management team for their review as wellCustomer service has always been our top priority here at Jordan's, and we take these types of complaints very seriously. As *** is a third party, Jordan's has very limited control as to the handling of your claimAgain, we will have them review your experience in its entirety and will have them follow up to arrange for service on your sofa immediately.Should you wish to further discuss your concerns, we can be reached at ***