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 afternoon ***,Thank you for allowing us the opportunity to review your concerns in greater detail, and for speaking with me todayI'm happy that we were able to come to a resolution you're happy withPlease feel free to contact us again if we can be of further assistance
Good afternoon ***, We would like to apologize for your recent experience and we thank you for giving us an opportunity to look into your situation further. After researching your account, we see that you contacted Jordan’s Furniture on September 15th to report a concern with the
footrest to your special order loveseat recliner that was delivered on March 2nd 2016. The provides a 5-year manufacturer’s warranty against defects in craftsmanship on the seats of this pieceA technician came to your home on September 26th to address concerns you were having with the footrest portion of your loveseat recliner. Your loveseat recliner did The technician did not find any defects in the craftsmanship of the sofa recliner. He did find settling of the fill that is inside the kneehugger portion of the recliner due to the way the seat is being sat in. The technician added more fill to the kneehugger as a courtesy. He explained that this will likely happen again due to the way the piece is being usedWe received an email from you on October 14th You expressed your displeasure with the loveseat. We replied to your email on October 18th and explained the technicians assessment. Although the technician did not find any defects with the loveseat, an offer for you to return the loveseat less 40% forfeiture fee was offered to you. The store credit offered was equal to $towards a reselection of a new piece You replied to us rejecting our offer and advised you would file a complaint with *** ***Jordan's Furniture provided a 7-day return policy from the date of possession. As stated on your original sales receipt, there is a 30% non-refundable deposit for special order merchandise. I will offer to lower the previously offered 40% to 30% as stated on your original receipt. This store credit equals $766.17. This will allow you to use these funds to reselect into a new piece and return your existing loveseat. Should you wish to discuss this further, please contact us at 866-856-ext4333. Our Customer Service Department is available Monday through Saturday from 7am to 6pm Regards, *** ** *** Customer AdvocateJordan's Furniture Jordan’s Furniture
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Good morning, I'm sorry that you are still dissatisfied with the offer to lower the forfeiture to 30%We feel that this is fair, as the piece is not defective and has been used for over a yearWe will leave the offer available for days should you change your mindThe credit amount is $559.30, and can be used toward a future purchaseWe hope you'll reconsider using this credit toward something you'll be happier with
Tell us why here...While we certainly apologize that you're uncomfortable with the chair, it is not defective in any wayJordan's does not typically allow returns for comfort issues, however we have authorized you to return the chair to choose something elseAs the piece has been in your home since March and was a custom order, the 30% forfeiture would applyI apologize that you're unhappy with this offer, but we feel it is fair based on the facts above
Good morning ***, Thank you for taking the time to speak with me this morning, though we were unable to come to a satisfactory resolutionTo review the situation, you purchased a twin Sealy mattress, foundation, bed frame and mattress protector, delivered in November of The order
totaled $for all four itemsThe mattress itself, which you've expressed concerns with, was $767.00. You first contacted us in October of to let us know that you felt the mattress was sagging in the centerWe sent out an independent mattress inspection company to gather the measurements of the impression in the mattressSealy requires a 1.5" impression for a mattress to be considered defectiveYour mattress measured 3/4" at the deepest point, and was not found to be defectiveThe foundation was nice and solid, and was also not defective. You reached out again in June of 2016, and we arranged for a second inspection to be doneThe mattress and foundation were measured again, and were still not found to be defectiveWe supplied a foam topper and a lift pad at no charge to try to assist you with your discomfortWe apologize that these did not help to alleviate your concern. When we spoke this morning I reviewed with you the results of your two previous inspections, and the measurements required for a mattress to be considered defectiveI also offered you a credit of $as a courtesy, for you to use toward the purchase of a new mattressYou declined this offer, stating that you wanted 50% of what you paid for the entire orderWe feel that our offer is fair, and will stand behind it.Should you change your mind and decide to accept this offer, simply contact us again at ***Your account will be noted accordingly. I'm sorry that we were unable to agree on a resolution, but hope that you'll reconsider as we do appreciate your business
Good afternoon,Thank you for bringing this to our attention, and for allowing us to look into your concerns furtherI reviewed your account, including the service request, to familiarize myself with the situationIn doing so, I can confirm that the mattress delivered to you on 11/was not stored
for any length of time on its sideYou’ll note on the law label attached to the mattress that the production date was 11/16/This means that the mattress was manufactured only two days prior to it being delivered to your homeThe manufacturer does have specific requirements that need to be met when determining whether or not a mattress is defectiveIndentations on the top of the mattress, as well as along the edges, are expected with useThis is why its suggested to regularly rotate the mattress to ensure that it breaks in evenlyI understand that you’ve been doing that, and I’m confident that it’s helped to prevent an significant impression where you sleepThe technician that visited your home is an independent contractor dispatched to gather all of the information required for a mattress claimThe gentleman measured the mattress, took photos of the setup, and also of the slant you reportedBased on the details gathered at that time, your mattress performance falls into the range of and characteristic for the manufacturerThere were no defects found.That being said, we would suggest that you continue to rotate the bedding as originally recommendedThis will help the mattress bend and flex evenly with the use of your adjustable foundationAs there is no identifiable defect with the mattress at this time, we would not offer to take the mattress back for creditI apologize for any inconvenienceShould you continue to have concerns with it, please contact us again
Good morning,
I have located your order for the piece Klaussner sectional that was delivered to you on July 18, 2015. On November 3, you called into customer service to report the left side facing sofa had one seat sitting lower than the other seats. Also reported
was the
right side facing sofa back area was sagging and wood frame could be felt. As your merchandise came with a service warranty, we coordinated an appointment for a technician to come to your home on November 16,
The technician found a defect in the frame of the right side facing sofa. To repair this defect, he braced and glued the top back rail. The technician found no defect in the left side facing sofa. It was deemed that one seat core was being used more frequently than the others. The seat core was deemed softening and settling
On December 2, you called into customer service and spoke with *** to discuss the right arm facing sofa frame issues. She committed to exchanging the right arm facing sofa only as the technician did deem it to have a defect. The left arm facing sofa was not addressed as the technician did not find a defect in that piece
On December 28, you called into customer service to report one seat to the left arm facing sofa is sitting lower. As the previous technician did not find a defect, a second service appointment was set up and scheduled for January 16, 2016. Should the technician find a defect in this piece, options can be discussed at that time
Thank you,
*** ** ***
Customer Advocate
Jordan’s Furniture
***
Good afternoon ***, I apologize for the issue you’re having with your chairIn reviewing the details from your original purchase on April 1st, 2011, the manufacturer (***) provided a one year warranty against defects in craftsmanship*** changed the warranty for all purchases made
AFTER February 19, to be five yearsWe did offer you the option of repairing the chair at a cost, and you declinedWe’ll be happy to provide the installation at no cost, but there would be a cost associated with our obtaining the replacement parts from ***Should you decide to accept this offer, we’ll initiate the part order with payment, and then coordinate the service technician to complete the repairPlease contact our customer service team at ###-###-#### if you’d like to take advantage of this offer
Good afternoon, I’m very sorry to hear you’re experiencing an issue with your queen mattress purchaseI took a moment to review your account and was able to locate your purchase from December of I see that you have been in contact with one of our Bedding Advocates since filing your concern
We appreciate your response and for taking the time to share your photos with usThese photos help us better understand the condition of your mattress and to ensure that it is receiving proper supportOnce we able to confirm the necessary information, we will be in contact to schedule an appointment with *** ***They are an independent company hired to complete your mattress inspection and determine if there are any manufacturer defects found. One of our representatives has reached out to you this afternoon with additional information regarding your claimIf you have any questions in the meantime, please contact us directly at ***, Ext***We look forward to speaking with you soon, and will continue to work towards resolving your concern
Good afternoon,Thank you for allowing us the opportunity to review your situationI was able to locate your account using the information you providedThe custom power recliner was delivered to your home on March 4, 2016. You first contacted us on April 27th, to report that the arms were
creakingWe dispatched a technician to your home on May 6th under them terms of your service warrantyThe upholsterer opened up the arms of the chair and identified the source of the noiseHe added some foam to the inside of the arms to help eliminate the characteristic popping noise made when the chair is fully reclinedIn addition, as you expressed some discomfort with the padding in the seating area, he added some foam to make it more comfortableAs the chair is frequently used, the foam was compressing from use as expectedThere were no defects in craftsmanship found with this chair. You then contacted us on September 21st to report the same issuesAnother technician visited your home and determined that the seat was again softening and settling as expected with use, and could not replicate any noise coming from the armsHe offered to service the chair as a courtesy, which you refused. Our customer service department offered to allow you to return the chair less the 30% customer order forfeiture feeYou declined. We will be more than happy to allow you to reconsider our offer to allow the chair's return at 70% store creditThat option will remain available to you for days.Should you wish to further discuss this, please contact our customer service team at ###-###-####
Good afternoon ***, I see on July 19th you had delivery of a 2-piece bonded leather sectional which you purchased the Uniters 5-Year Protection Program for. The Protection Program is designed for accidental damages from a single occurrenceYou had contacted Uniters to report a tear
in the bonded leather chaise. Uniters had authorized a technician come to your home to assess the damages. The technician reported that the bonded leather was cracking and peeling. Under the Uniters Program, cracking and peeling of any leather is an exclusion to their policy. This was the reasoning that your claim was denied by UnitersYour sectional did come with a one year manufacturer’s warranty against the fabric from any defects in craftsmanship which began on the date of delivery. Cracking and peeling of the bonded leather is not considered a defect as this is something that can occur over time with certain types of useOnce the bonded leather gets to the point where it is peeling, it is very difficult to repair to new condition. Although the set is well outside of the manufacturer’s warranty and do not have recourse with the vendor, we do feel badly that this is happening. As we do appreciate you as a customer, I will place a $store credit on account for you to use towards a future purchase. You can simply provide your telephone number to any sales associate and they will be happy to apply the credit towards your next purchaseWhile we realize this does not fix your set, we hope that you will take this credit as a gesture of good faith. We do appreciate your business and hope to be able to assist you again soonSincerely, *** ** *** 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.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** ***
In my previous statement, I stated they wanted to give us seven hundred and seventy dollars. What they failed to tell you was, we still owe five hundred and fifty dollars. There is only my husband and I in the household and the only people using this piece of furniture, it is not the way we are sitting on it. If they felt this was our fault they never would have offered to give us any money on this. This offer is no benefit to us since we still owe on it. An offer of a full refund or new sofa would be accepted
Hello,sorry I took so long to respond....................My dad was in hospital......................I am now satisfied with the response from Jordan's furniture and I will go there with my credit and purchase a new sofa!Thank you so so much! ***
Revdex.com:
in response to this I ordered the couch and your team made the error not me I do not have the information in place the order but they make it sound like could have or should have paid more than what I paid get your facts straight what I ordered nd what I got were two different items then call a lier by *** in there office is totally unacceptable so if they would like to come get this couch and return the couch they were replacing refund my money I can go to any furniture store for a couch but the issue was a lifetime replacement on the first couch
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,
*** ***
I piad $for chairs, and your getting off at $- no furniture falls after months in...not just with the spring either the cushion as well. The tech said it happens all the time. He took pictures. You saw what the chairs look like. As long as your admitting you sell junk since this is a reselect from another defective sectional. We haven't even called about the couches that 1" shorter on one side because it is wasted time with Jordan's. This was a reselect from DEFECTIVE furniture, spent more to reselect and it's horrible. You don't behind the product you sell. Please credit off CC. We tossed the chairs outside so out neighbors can see what your furniture looks like
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,
*** ***
Thank you for allowing us the opportunity to review this situation further, and taking the time to speak with us todayOn December 20th 2016, you received delivery of a queen sized *** *** Platinum Hybrid mattressYou contacted our customer service department on June 24th 2017,
reporting a concern with your mattress’s coilsYou indicated the coils felt like they were sticking out, creating discomfort around your shoulder area while sleepingJordan’s Furniture stands behind the manufacturer’s factory warrantyWe utilize an independent company, *** ***, to perform measurements and inspections where consumers feel there may be defects presentI see the original claim was closed back in July due to a concern with rescheduling, and was reactivated on September 29thOn October 14th, *** *** was able to inspect the mattress, and determined that there was no manufacturer defect found within the mattress or power base supportYou indicated that while they provided the inspection, they did not pay close attention to the area with the noticeable concernAs an alternative solution, we offered a reselection of your mattress with a 30% usage fee appliedYou refused this offer, and indicated that a 10% usage fee would be a more acceptable resolutionAfter reviewing your account history, we feel your counteroffer is fair, and hopefully able to resolve this concern you have experiencedI’m happy we were able to come to this resolution todayI have authorized the necessary documents for your reselection with a 10% usage chargePlease visit any of our Jordan’s Furniture locations, and our Sleep Lab Technicians would be more than happy to assist you furtherIf you have any questions or concerns in the meantime, please do not hesitate to contact our customer service department directly at ***
Good afternoon ***, We’re sorry to hear about your recent experience, but we thank you for giving us an opportunity to look into this further for you. After researching your account, including a review of your phone conversations with our Customer Relations Team, we do see that you
first contacted us in May of 2015, to report concerns with your set that had been delivered the previous October. You reported concerns with staining, pilling, and what appeared to be buckling fabric. An upholsterer from our staff was sent to your home on May 26th, and determined there were no defects with the set. Per his report, there was a general accumulation of stains and soiling, as the set did receive heavy use. Although *** fabric is designed to be stain resistant, it is not completely stain proof. The technician took photos of the pieces while he was in your home, which we have attached to this report. Although there were no defects with this set, we understood and sympathized with how unhappy you were with the fabric. Though it is not our typical business practice, we did agree to allow the return, for a reselection into different merchandise. Due to there being customer damage on the pieces, the pieces being special order, and the merchandise being in your home for almost months, it was mutually understood that the credit would be on account only, towards a future purchase, and that the returning order, would be subject to a 30% fee. You were to receive a total credit on account, in the amount of $2522.91. Per out system, we do see that you reselected into new merchandise, that was delivered on June 9th. The total cost of this order, equaled $1969.54, leaving a credit on your account in the amount of $553.37. Although we understand that you are not happy with this resolution, we do stand by our original offer. Though we had no recourse with the manufacturer, and were not required to take any action, we do value your business, and had hoped that this offer would show that. We apologize if it did not, but we do feel that our offer is fair. Unfortunately, at this point we would not be able to refund that remaining money, nor will we be able to refund the 30% forfeiture fee. We will keep the money on your account, and available for the next year
Good afternoon ***, Thank you for bringing your situation to our attention, and allowing us to look into this further for you. We were able to locate your account, for the power sofa recliner and power loveseat recliner, that were delivered on December 19, 2013. We have had the
opportunity to reach out to Uniters, the holder of your warranty, to find out more about your denied claim. Per the Uniters report: The first time they heard from you to file a claim, was in May of 2014, when you were having issues with your loveseat. Uniters requested photos of your concern, so they could assess the damages. Uniters received the photos from you, on June 4, 2014. By that time, Uniters had closed the claim, as they had not received the photos in a timely manner. Although the claim was closed, they did still review the photos, for available options. Per the photos they received, there was a seam split, on the loveseat At that point in time, a seam split would have still been covered under your 1-year manufacturer’s warranty. Uniters directed you to contact Jordan’s, as we service all concerns, that still fall under the manufacturers guidelines. We do not have any records, that you ever called into us regarding this concern. On September 29th 2014, you reported issues on you power reclining loveseat and power reclining sofa. Once again, Uniters requested photos to be emailed to them so they could assess the damages. On October 1st, Uniters emailed you, advising they still had not received any photos, and requested that you please send them, so they could proceed with your claim. That same day, Uniters received a text from you, that you had already sent them. Uniters replied stating they still did not have them, and asked that you please reply to the email sent, with the photos attached. On October 3rd, Uniters received your photos. Per Uniters, the photos received, did not show any damage. Although you had reported puncture marks on the seat casings, no damage was visible. Uniters advised via email that there was no damage present, and service could not be provided, per the terms of the warranty. Uniters received no further contact, until March 30th 2015, when you called them to check on the status of the claim. You were advised that on October 3rd Uniters had reached out to you letting you know that that the photos sent in did not show any damage and your claim was closed. As you requested to speak to a supervisor, one attempted to reach you back, that same day. A detailed voicemail was left, once again outlining why the claim was denied. We apologize if you disagree with their findings. As Uniters is a separate company from Jordan’s Furniture, and the holder of your warranty policy, we do not have any recourse to overturn their issued denial?
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 afternoon ***,Thank you for allowing us the opportunity to review your concerns in greater detail, and for speaking with me todayI'm happy that we were able to come to a resolution you're happy withPlease feel free to contact us again if we can be of further assistance
Good afternoon ***, We would like to apologize for your recent experience and we thank you for giving us an opportunity to look into your situation further. After researching your account, we see that you contacted Jordan’s Furniture on September 15th to report a concern with the
footrest to your special order loveseat recliner that was delivered on March 2nd 2016. The provides a 5-year manufacturer’s warranty against defects in craftsmanship on the seats of this pieceA technician came to your home on September 26th to address concerns you were having with the footrest portion of your loveseat recliner. Your loveseat recliner did The technician did not find any defects in the craftsmanship of the sofa recliner. He did find settling of the fill that is inside the kneehugger portion of the recliner due to the way the seat is being sat in. The technician added more fill to the kneehugger as a courtesy. He explained that this will likely happen again due to the way the piece is being usedWe received an email from you on October 14th You expressed your displeasure with the loveseat. We replied to your email on October 18th and explained the technicians assessment. Although the technician did not find any defects with the loveseat, an offer for you to return the loveseat less 40% forfeiture fee was offered to you. The store credit offered was equal to $towards a reselection of a new piece You replied to us rejecting our offer and advised you would file a complaint with *** ***Jordan's Furniture provided a 7-day return policy from the date of possession. As stated on your original sales receipt, there is a 30% non-refundable deposit for special order merchandise. I will offer to lower the previously offered 40% to 30% as stated on your original receipt. This store credit equals $766.17. This will allow you to use these funds to reselect into a new piece and return your existing loveseat. Should you wish to discuss this further, please contact us at 866-856-ext4333. Our Customer Service Department is available Monday through Saturday from 7am to 6pm Regards, *** ** *** Customer AdvocateJordan's Furniture Jordan’s Furniture
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Good morning, I'm sorry that you are still dissatisfied with the offer to lower the forfeiture to 30%We feel that this is fair, as the piece is not defective and has been used for over a yearWe will leave the offer available for days should you change your mindThe credit amount is $559.30, and can be used toward a future purchaseWe hope you'll reconsider using this credit toward something you'll be happier with
Tell us why here...While we certainly apologize that you're uncomfortable with the chair, it is not defective in any wayJordan's does not typically allow returns for comfort issues, however we have authorized you to return the chair to choose something elseAs the piece has been in your home since March and was a custom order, the 30% forfeiture would applyI apologize that you're unhappy with this offer, but we feel it is fair based on the facts above
Good morning ***, Thank you for taking the time to speak with me this morning, though we were unable to come to a satisfactory resolutionTo review the situation, you purchased a twin Sealy mattress, foundation, bed frame and mattress protector, delivered in November of The order
totaled $for all four itemsThe mattress itself, which you've expressed concerns with, was $767.00. You first contacted us in October of to let us know that you felt the mattress was sagging in the centerWe sent out an independent mattress inspection company to gather the measurements of the impression in the mattressSealy requires a 1.5" impression for a mattress to be considered defectiveYour mattress measured 3/4" at the deepest point, and was not found to be defectiveThe foundation was nice and solid, and was also not defective. You reached out again in June of 2016, and we arranged for a second inspection to be doneThe mattress and foundation were measured again, and were still not found to be defectiveWe supplied a foam topper and a lift pad at no charge to try to assist you with your discomfortWe apologize that these did not help to alleviate your concern. When we spoke this morning I reviewed with you the results of your two previous inspections, and the measurements required for a mattress to be considered defectiveI also offered you a credit of $as a courtesy, for you to use toward the purchase of a new mattressYou declined this offer, stating that you wanted 50% of what you paid for the entire orderWe feel that our offer is fair, and will stand behind it.Should you change your mind and decide to accept this offer, simply contact us again at ***Your account will be noted accordingly. I'm sorry that we were unable to agree on a resolution, but hope that you'll reconsider as we do appreciate your business
Good afternoon,Thank you for bringing this to our attention, and for allowing us to look into your concerns furtherI reviewed your account, including the service request, to familiarize myself with the situationIn doing so, I can confirm that the mattress delivered to you on 11/was not stored
for any length of time on its sideYou’ll note on the law label attached to the mattress that the production date was 11/16/This means that the mattress was manufactured only two days prior to it being delivered to your homeThe manufacturer does have specific requirements that need to be met when determining whether or not a mattress is defectiveIndentations on the top of the mattress, as well as along the edges, are expected with useThis is why its suggested to regularly rotate the mattress to ensure that it breaks in evenlyI understand that you’ve been doing that, and I’m confident that it’s helped to prevent an significant impression where you sleepThe technician that visited your home is an independent contractor dispatched to gather all of the information required for a mattress claimThe gentleman measured the mattress, took photos of the setup, and also of the slant you reportedBased on the details gathered at that time, your mattress performance falls into the range of and characteristic for the manufacturerThere were no defects found.That being said, we would suggest that you continue to rotate the bedding as originally recommendedThis will help the mattress bend and flex evenly with the use of your adjustable foundationAs there is no identifiable defect with the mattress at this time, we would not offer to take the mattress back for creditI apologize for any inconvenienceShould you continue to have concerns with it, please contact us again
Good morning,
I have located your order for the piece Klaussner sectional that was delivered to you on July 18, 2015. On November 3, you called into customer service to report the left side facing sofa had one seat sitting lower than the other seats. Also reported
was the
right side facing sofa back area was sagging and wood frame could be felt. As your merchandise came with a service warranty, we coordinated an appointment for a technician to come to your home on November 16,
The technician found a defect in the frame of the right side facing sofa. To repair this defect, he braced and glued the top back rail. The technician found no defect in the left side facing sofa. It was deemed that one seat core was being used more frequently than the others. The seat core was deemed softening and settling
On December 2, you called into customer service and spoke with *** to discuss the right arm facing sofa frame issues. She committed to exchanging the right arm facing sofa only as the technician did deem it to have a defect. The left arm facing sofa was not addressed as the technician did not find a defect in that piece
On December 28, you called into customer service to report one seat to the left arm facing sofa is sitting lower. As the previous technician did not find a defect, a second service appointment was set up and scheduled for January 16, 2016. Should the technician find a defect in this piece, options can be discussed at that time
Thank you,
*** ** ***
Customer Advocate
Jordan’s Furniture
***
Good afternoon ***, I apologize for the issue you’re having with your chairIn reviewing the details from your original purchase on April 1st, 2011, the manufacturer (***) provided a one year warranty against defects in craftsmanship*** changed the warranty for all purchases made
AFTER February 19, to be five yearsWe did offer you the option of repairing the chair at a cost, and you declinedWe’ll be happy to provide the installation at no cost, but there would be a cost associated with our obtaining the replacement parts from ***Should you decide to accept this offer, we’ll initiate the part order with payment, and then coordinate the service technician to complete the repairPlease contact our customer service team at ###-###-#### if you’d like to take advantage of this offer
Good afternoon, I’m very sorry to hear you’re experiencing an issue with your queen mattress purchaseI took a moment to review your account and was able to locate your purchase from December of I see that you have been in contact with one of our Bedding Advocates since filing your concern
We appreciate your response and for taking the time to share your photos with usThese photos help us better understand the condition of your mattress and to ensure that it is receiving proper supportOnce we able to confirm the necessary information, we will be in contact to schedule an appointment with *** ***They are an independent company hired to complete your mattress inspection and determine if there are any manufacturer defects found. One of our representatives has reached out to you this afternoon with additional information regarding your claimIf you have any questions in the meantime, please contact us directly at ***, Ext***We look forward to speaking with you soon, and will continue to work towards resolving your concern
Good afternoon,Thank you for allowing us the opportunity to review your situationI was able to locate your account using the information you providedThe custom power recliner was delivered to your home on March 4, 2016. You first contacted us on April 27th, to report that the arms were
creakingWe dispatched a technician to your home on May 6th under them terms of your service warrantyThe upholsterer opened up the arms of the chair and identified the source of the noiseHe added some foam to the inside of the arms to help eliminate the characteristic popping noise made when the chair is fully reclinedIn addition, as you expressed some discomfort with the padding in the seating area, he added some foam to make it more comfortableAs the chair is frequently used, the foam was compressing from use as expectedThere were no defects in craftsmanship found with this chair. You then contacted us on September 21st to report the same issuesAnother technician visited your home and determined that the seat was again softening and settling as expected with use, and could not replicate any noise coming from the armsHe offered to service the chair as a courtesy, which you refused. Our customer service department offered to allow you to return the chair less the 30% customer order forfeiture feeYou declined. We will be more than happy to allow you to reconsider our offer to allow the chair's return at 70% store creditThat option will remain available to you for days.Should you wish to further discuss this, please contact our customer service team at ###-###-####
Good afternoon ***, I see on July 19th you had delivery of a 2-piece bonded leather sectional which you purchased the Uniters 5-Year Protection Program for. The Protection Program is designed for accidental damages from a single occurrenceYou had contacted Uniters to report a tear
in the bonded leather chaise. Uniters had authorized a technician come to your home to assess the damages. The technician reported that the bonded leather was cracking and peeling. Under the Uniters Program, cracking and peeling of any leather is an exclusion to their policy. This was the reasoning that your claim was denied by UnitersYour sectional did come with a one year manufacturer’s warranty against the fabric from any defects in craftsmanship which began on the date of delivery. Cracking and peeling of the bonded leather is not considered a defect as this is something that can occur over time with certain types of useOnce the bonded leather gets to the point where it is peeling, it is very difficult to repair to new condition. Although the set is well outside of the manufacturer’s warranty and do not have recourse with the vendor, we do feel badly that this is happening. As we do appreciate you as a customer, I will place a $store credit on account for you to use towards a future purchase. You can simply provide your telephone number to any sales associate and they will be happy to apply the credit towards your next purchaseWhile we realize this does not fix your set, we hope that you will take this credit as a gesture of good faith. We do appreciate your business and hope to be able to assist you again soonSincerely, *** ** *** 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.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** ***
In my previous statement, I stated they wanted to give us seven hundred and seventy dollars. What they failed to tell you was, we still owe five hundred and fifty dollars. There is only my husband and I in the household and the only people using this piece of furniture, it is not the way we are sitting on it. If they felt this was our fault they never would have offered to give us any money on this. This offer is no benefit to us since we still owe on it. An offer of a full refund or new sofa would be accepted
Hello,sorry I took so long to respond....................My dad was in hospital......................I am now satisfied with the response from Jordan's furniture and I will go there with my credit and purchase a new sofa!Thank you so so much! ***
Revdex.com:
in response to this I ordered the couch and your team made the error not me I do not have the information in place the order but they make it sound like could have or should have paid more than what I paid get your facts straight what I ordered nd what I got were two different items then call a lier by *** in there office is totally unacceptable so if they would like to come get this couch and return the couch they were replacing refund my money I can go to any furniture store for a couch but the issue was a lifetime replacement on the first couch
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,
*** ***
I piad $for chairs, and your getting off at $- no furniture falls after months in...not just with the spring either the cushion as well. The tech said it happens all the time. He took pictures. You saw what the chairs look like. As long as your admitting you sell junk since this is a reselect from another defective sectional. We haven't even called about the couches that 1" shorter on one side because it is wasted time with Jordan's. This was a reselect from DEFECTIVE furniture, spent more to reselect and it's horrible. You don't behind the product you sell. Please credit off CC. We tossed the chairs outside so out neighbors can see what your furniture looks like
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,
*** ***
Thank you for allowing us the opportunity to review this situation further, and taking the time to speak with us todayOn December 20th 2016, you received delivery of a queen sized *** *** Platinum Hybrid mattressYou contacted our customer service department on June 24th 2017,
reporting a concern with your mattress’s coilsYou indicated the coils felt like they were sticking out, creating discomfort around your shoulder area while sleepingJordan’s Furniture stands behind the manufacturer’s factory warrantyWe utilize an independent company, *** ***, to perform measurements and inspections where consumers feel there may be defects presentI see the original claim was closed back in July due to a concern with rescheduling, and was reactivated on September 29thOn October 14th, *** *** was able to inspect the mattress, and determined that there was no manufacturer defect found within the mattress or power base supportYou indicated that while they provided the inspection, they did not pay close attention to the area with the noticeable concernAs an alternative solution, we offered a reselection of your mattress with a 30% usage fee appliedYou refused this offer, and indicated that a 10% usage fee would be a more acceptable resolutionAfter reviewing your account history, we feel your counteroffer is fair, and hopefully able to resolve this concern you have experiencedI’m happy we were able to come to this resolution todayI have authorized the necessary documents for your reselection with a 10% usage chargePlease visit any of our Jordan’s Furniture locations, and our Sleep Lab Technicians would be more than happy to assist you furtherIf you have any questions or concerns in the meantime, please do not hesitate to contact our customer service department directly at ***
Good afternoon ***, We’re sorry to hear about your recent experience, but we thank you for giving us an opportunity to look into this further for you. After researching your account, including a review of your phone conversations with our Customer Relations Team, we do see that you
first contacted us in May of 2015, to report concerns with your set that had been delivered the previous October. You reported concerns with staining, pilling, and what appeared to be buckling fabric. An upholsterer from our staff was sent to your home on May 26th, and determined there were no defects with the set. Per his report, there was a general accumulation of stains and soiling, as the set did receive heavy use. Although *** fabric is designed to be stain resistant, it is not completely stain proof. The technician took photos of the pieces while he was in your home, which we have attached to this report. Although there were no defects with this set, we understood and sympathized with how unhappy you were with the fabric. Though it is not our typical business practice, we did agree to allow the return, for a reselection into different merchandise. Due to there being customer damage on the pieces, the pieces being special order, and the merchandise being in your home for almost months, it was mutually understood that the credit would be on account only, towards a future purchase, and that the returning order, would be subject to a 30% fee. You were to receive a total credit on account, in the amount of $2522.91. Per out system, we do see that you reselected into new merchandise, that was delivered on June 9th. The total cost of this order, equaled $1969.54, leaving a credit on your account in the amount of $553.37. Although we understand that you are not happy with this resolution, we do stand by our original offer. Though we had no recourse with the manufacturer, and were not required to take any action, we do value your business, and had hoped that this offer would show that. We apologize if it did not, but we do feel that our offer is fair. Unfortunately, at this point we would not be able to refund that remaining money, nor will we be able to refund the 30% forfeiture fee. We will keep the money on your account, and available for the next year
Good afternoon ***, Thank you for bringing your situation to our attention, and allowing us to look into this further for you. We were able to locate your account, for the power sofa recliner and power loveseat recliner, that were delivered on December 19, 2013. We have had the
opportunity to reach out to Uniters, the holder of your warranty, to find out more about your denied claim. Per the Uniters report: The first time they heard from you to file a claim, was in May of 2014, when you were having issues with your loveseat. Uniters requested photos of your concern, so they could assess the damages. Uniters received the photos from you, on June 4, 2014. By that time, Uniters had closed the claim, as they had not received the photos in a timely manner. Although the claim was closed, they did still review the photos, for available options. Per the photos they received, there was a seam split, on the loveseat At that point in time, a seam split would have still been covered under your 1-year manufacturer’s warranty. Uniters directed you to contact Jordan’s, as we service all concerns, that still fall under the manufacturers guidelines. We do not have any records, that you ever called into us regarding this concern. On September 29th 2014, you reported issues on you power reclining loveseat and power reclining sofa. Once again, Uniters requested photos to be emailed to them so they could assess the damages. On October 1st, Uniters emailed you, advising they still had not received any photos, and requested that you please send them, so they could proceed with your claim. That same day, Uniters received a text from you, that you had already sent them. Uniters replied stating they still did not have them, and asked that you please reply to the email sent, with the photos attached. On October 3rd, Uniters received your photos. Per Uniters, the photos received, did not show any damage. Although you had reported puncture marks on the seat casings, no damage was visible. Uniters advised via email that there was no damage present, and service could not be provided, per the terms of the warranty. Uniters received no further contact, until March 30th 2015, when you called them to check on the status of the claim. You were advised that on October 3rd Uniters had reached out to you letting you know that that the photos sent in did not show any damage and your claim was closed. As you requested to speak to a supervisor, one attempted to reach you back, that same day. A detailed voicemail was left, once again outlining why the claim was denied. We apologize if you disagree with their findings. As Uniters is a separate company from Jordan’s Furniture, and the holder of your warranty policy, we do not have any recourse to overturn their issued denial?