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,
*** ***
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?
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I should have expected a response like thisPretty sad a multi million dollar company will not back there DEFECTIVE products and there customer issues. Will do this the hard way, I will be seeking legal action, see you in court!!! I'm also reaching out to channel 7, I'm sure this would look great on television.?
Regards,
*** ***
Good afternoon ***,Thank you for reaching out to us to further discuss the situation with your mattressIn reviewing your account, I was able to locate your original purchase from This mattress was manufactured by *** ***, who provided a warranty on the product*** *** is no
longer in business after filing for bankruptcy several years agoAll warranties on their products are null and void, as they are no longer able to stand behind themWhen you spoke to our customer service team, you were offered a store credit of $that you could use toward the purchase of a new mattressWe also offered a set of lift pads, which would provide addtional support to the mattressBoth offers were declined by yourselfWe would still be willing to stand behind those two seperate offers, should you reconsiderThose would be the only options available based on the situation at hand.Our customer service team can be reached at 866-*** if you'd like to discuss this furtherThank you for shopping with 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.
Regards,
*** ***
We're sorry that you were not satisfied with our response. As you did not provide any further comments or details, we are unable to offer you any other suggestions
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.
This product is 100% DEFECTIVE, Its not even a month old!!! I received a "lemon" and Jordan's Furniture does not want to take responsibility. I do not appreciate the way the situation was handledI feel as though I have had money extorted from mePerhaps Jordans's should reconsider the way they handle customer complaintsTHANK YOU Jordan's you just lost out on all potential salesI still have three rooms that need to be furnished. I'm strongly considering legal action if we can not get this resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
My furniture is still not repaired and and the company cannot get anyone here until the end of the month at the earliest that will be about months waiting fro something to be repaired and the parts sitting in my home This is certainly not acceptable at all and Jordan's hired this company to provide this service and is it is their responsibility to get this done and we should not have had to have gone through the holiday's with broken furniture Truly extremely horrible service by Jordan's and they do not stand behind their products Never should we have had to wait this long for repairs while the parts are sitting in my home waiting for someone to some and repair the furniture
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Hello, Thank you for your response. I am rejecting the response from Jordan's Furniture, on numerous fronts.To streamline my reasons for rejection, I am pasting Jordan's response to me below in BOLD, and commenting, tabbed, within their response: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 side. There are numerous complaints of this exact same issue onlineHere is just one example for your reviewPlease note, it's the exact same mattress that's in question here:***And another consumer site where there are numerous of the exact same complaint I have:*** (Note the following entries on that page: *** ** *** *** ** on June 14, AND *** ** *** ** on April 1, 2013) That having been said, there's *some* merit to my complaint as you can see, this is not a one-offThis is a very REAL issue, regardless of how it occurs that is being ignored to due crafty exclusionary language in the definition of a "defect." You’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 sleep. My complaint has absolutely, positively NOTHING WHATSOEVER to so with indentations on the top of the mattress or along the edges of the mattressStating this is completely irrelevant to the complaint at handAre you asking me to believe that a slanted mattress is somehow not defective? I would like a direct response to that - would YOU like to try to sleep on a mattress that slants to one side? Because I'm 100% certain if you did, you'd deem it defectiveAs a side note, the date you reference has not occurred yetRegardless, at some point, SOMETHING occurred to make this mattress slantCan you guarantee that the individual pieces used to construct the bed were not stored improperly? The 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. The technician dispatched to my home reported no indentations along the top or edges of the mattressNone of THOSE INDENTATION RELATED DEFECTS were foundMy mattress was, and is, slanted to one sideThat is most definitely NOT indicative of a properly functioning mattress, especially when it occurred within a month of deliveryIt has a defect that you refuse to addressWhen inspected, it is slantedJust because an independent technician reported solely on the absence of indentations does not mean the mattress is and without defectIt only means its without the select defects of your choosing.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 foundation. This response again shows the lack of attention to the specific complaint at handThis is the mantra that I've been told since day one, and it really is poor that this canned response keeps getting airplay hereNo amount of rotating can "un-slant" my mattressIn short, this "fix" did not correct the issue that I've been having since December of Could you please explain, in detail, how this will help the mattress get back to a un-slanted position, complete with a time frameI pretty certain you can't.As 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. Again, your definition of "identifiable defect" conveniently does not include the slant problem I'm experiencingBy way of example, I'll use a contractorAll contractors must make certain doors are plumb, or else they'd be slanted, and most certainly deemed defective by a homeowner, correct? Now, let's look at my mattress from Jordan'sI used a guitar case that sits plumb on metal feet, but I'd be really happy to rephotograph using any thing of your choice if you take issue with the guitar caseIn the attached photos, you can clearly see that on the LEFT side of the mattress, while the guitar case is resting on a level floor, only the top of the case sits flush against only the top of the mattress (the mattress is slanted away on the bottom part)SEE ATTACHED PHOTOGRAPH, "LEFT SIDE." On the RIGHT side of the mattress, that same guitar case resting on the same level floor is nowhere near the mattressYou can clearly see what slant I'm referring to when you review the multiple RIGHT SIDE PHOTOGRAPHS, attached. As a reference, I also took a photograph of the guitar case at the foot of the bed, where it aligns perfectlySEE ATTACHED PHOTOGRAPH, "FOOT OF BED."The mattress is slantedOther people have experienced the same exact issue. Since being rotated this last time (Just because we're following YOUR rules to a T,) I am the one who has to sleep on the cantilevered side, and I have zero back supportI will be calling my chiropractor, and this bad mattress has now gone from merely defective, to harming my health.This mattress has proved to be a nightmareYour customer service from day one, right up until your response to my Revdex.com complaint, has proved to be a nightmare.I am, yet again, asking for a refund of this defective mattress for reason of slanting, not using your definition of defect which conveniently does not include massive slants of the mattress.I am a highly unhappy customer with a defective product as evidenced by photosI'm asking that you make this situation right.
Regards,
*** ***
Good morning Mr***, Thank you for allowing us to review this situation further. I see that you purchased your leather sofa and leather loveseat on September 5th 2015. These pieces were delivered to your home on September 15th 2015. On June 22nd 2016, you
contacted us to report that there were two spots on your leather sofa where the color was peeling. You were asked how you have been maintaining the set, and it was reported to us that the sofa had not been cleaned since it had been delivered. We requested photos of the damage to which you did send these in. These photos were reviewed by our In Home Service Team. They did advise that the damage shown in the photos were from contact damage and not from a manufacturing defect. We agreed to send a technician to your home as a courtesy to see if there was any type of repair they would be able to do in your home. On July 5th 2016, our technician reported to us that the damage to the sofa was due to contact damage. He was able to add color to the area and top coated On July 18th 2016, you contacted us to report that the color that the technician added did not hold. We were advised that parts would need to be ordered to correct the issue from the contact damage to the seats. We agreed to exchange the sofa for a new one as an accommodation as again, there were no defects present in the sofa On August 11th 2016, we delivered the replacement sofa and picked up the damaged sofa from your home On July 31st 2017, you contacted us to report that the leather sofa and leather loveseat had color peeling off. You again sent us photos to review. These photos were reviewed by our In Home Service Team and were deemed to be the result of contact damage. We asked how often you have been cleaning and conditioning the set. You advised us that it has been done twice since receiving the set. We advised that leather should be cleaned and conditioned at the minimum of every months in order to preserve the leather. You were presented an offer of a store credit for $for the sofa and $for the loveseat to keep both pieces as is voiding the remainder of the manufacturer’s warranty. This would allow you to utilize this credit towards a future purchase of anything in the store. This offer was presented as a courtesy as there are no defects present and we have no recourse with the manufacturer. You declined this offer We feel that this offer is fair. This offer of $store credit is still on the table. This offer will be valid until 9/11/2017. We have documented your account with these details. Please contact us at *** should you wish to accept this offer so we may apply this credit on your account We look forward to speaking with you Sincerely, *** *** 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.
I have to say that I am extremely disappointed in the response from jordans furnitureI bought the sectional from Jordan's furniture for my new home specifically with the *** fabricWe have grandchildren and thought the extra purchase of *** we would be assured many years of a quality productMy husband and I watch commercial after commercial how indestructible *** fabric isI.e., white couch with mustard, ketchup being painted oIt and its a simple "rinse" away The sales person lead me to believe this as well and that the additional "insurance" purchase would cover above and beyondI called jordans PRIOR to contacting *** and explained the stain was from sunblock on my grandsons headThey advised I reference *** website which I did and did not find instructions for cleaning sunblock but followed cleaning attempts for grease To no avail stain did not diminishI then followed the procedure of contacting *** which was so frustrating and unprofessionalI have issued a complaint the the Nebraska Revdex.com for *** as well.I feel very strongly that jordans advertisement of *** and the selling of additional insurance is extremely misleading to say the least.I would like a full refund of the extra money I paid to have my sectional upholstered in *** along with a full refund of the *** year protection plan which was denied to me for "soiling" which is so nondescript plus I feel could be used by ***/JOrdans for any failure in their product. I was contacted by phone by a *** representative who responded I would receive a refund on policy along with an email documenting her name and contact number due to my being in my carThis follow up never happened.If I am not able to get resolution to my issue I will take any other avenue available to meI.eSocial media, television consumer advocates and lastly small claims court because I feel so strongly I have been ripped off and given a runaround d by both companiesA purchase for our new home has turned into a major disappointment and lack of good faith and quality product.Will wait to hear last response.*** and *** *** Regards,
*** ***
Good morning, On December 7th 2012, you had a leather power sofa recliner delivered to your home. This sofa recliner did come with a years manufacturer’s warranty against defect in the craftsmanship of the leather. You did also purchase the Uniter’s Year Protection Program on
this sofa recliner. The manufacturer’s warranty and the Protection Program began on the date of delivery, December 7th 2012. On July 5th 2016, you contacted Jordan’s Furniture to report cracking and peeling of your sofa recliner. It was explained that the cracking and peeling was not a covered item under your manufacturer’s warranty as that had expired. The Uniter’s Year Protection Program has specific items that they cover as well as exclusions. Cracking and peeling of any leather is listed as an exclusion to this program. The leather had been discontinued from the vendor and was not able to be ordered as a part. On August 30th 2016, you sent us an email expressing your displeasure that parts were not available and was not covered under the warranty. You reported a failing motor and cushions sinking in. We advised that although leather parts are not available to order, we could send a technician out for the motor and cushions, but this service appointment would be at your cost since the manufacturer’s warranty had expired. We had previously sent technicians out on separate occasions to address the left side facing inside back cushion sitting lower, the left side facing seat core shifting, and left side facing recliner opening and closing on its own. These service appointments started in January with the last appointment in September 2015. You did have a one year manufacturer’s warranty on the electrical portion of your sectional, but this was out of warranty. On all service appointments, the technician found no defects present with the piece and service was performed as a courtesy at no cost. Typically any services for issues that are not defective are at cost to the customer. As this sofa recliner has been in your home for almost years and there are no defects present, this would not be able to be returned. You did choose to use a 3rd party company to service the sofa recliner at your cost. As we do appreciate you as a customer, I can offer to place the $that you paid for the 3rd party company as a store credit towards a future purchase. This credit will be valid for *** year. We feel that this offer is fair. Should you have any questions, please feel free to contact us at ***. Sincerely, *** ***Customer AdvocateJordan’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 # ***.
The sofa I purchased from Jordan’s is a defect, although your upholsterer claims differently. How does a $leather sofa need repair after just months in the home? The same arm had problems with the cushioning then, the tech came to my home and I watched him take the side off and the cushioning had fallen off the armHow does this happen if it is not a defect? Should customers be aware of the goods you sell may fall apart in months…or perhaps after one year the same issue. So now I have a sofa that has been brought into Jordan’s shop to repair (the 3rd time on this issue) the same issue, although customer service calls this a “courtesy” repair, I had to dispute this before I was “granted” free service on this defective sofa, this is not the fault of the customer that the cushioning had failed within months, and obviously continued to fail as time went on…and now you state that there is not a gurantee that the issue will be resolved…so I will have no recourse but to accept a sofa that your techs have now caused several large holes, by what appears, from ripping the leather apart, which also caused tears (see photos attached), not only did the sofa return to me with these issues (I wonder where you QC is?) it also came without the legs?! This is not what I would consider “better then before” repair, as *** said I would find. The couch had to be returned again, not easily done as customer service seemed to question whether the legs were on my sofa when it was picked up or not…(I could hear the conversation from his phone) the delivery man had to explain how it was picked up last time and how he put the legs away and where…he then asked…who took it off the truck? So it is obvious that customer service is not for the customer seems they wanted to find a different result…Guess the don’t stand by their products or that the
Regards,
*** ***
Good afternoon,
This situation was the result of an error by the sales associateMr***'s original order was written for a custom power sofa recliner, and he was charged the appropriate price for this itemWhat he intended to purchase was a power sofa recliner with power headrests, which was
more expensiveJordan's delivered the power sofa recliner on 9/10/Mr*** expressed that the piece delivered was incorrectIt was explained that the sofa he received was the same as he was charged for
After further research, it was determined that the sales associate ordered a different piece than was requested by Mr***Jordan's reordered the correct piece, and requested that the manufacturer rush the productionIn addition, Jordan's waived the price difference for the error ($200)
On Wednesday, October 21st, the new power sofa recliner with power headrests was delivered to Mr***At that time Jordan's picked up the original piece that had been deliveredThis customer's concerns have all been addressed and resolved
Good morning Mr***, We are sorry to hear about your recent experience, but thank you for bringing it to our attention, and allowing us to research it further for you. We were able to locate your account, for the special order slipcover. As stated on your original receipt,
which we have included a copy of, the original eta of the merchandise, was 20-weeks. This information can be located in the top right corner of your invoice. As this was a special order slipcover, shipping on a freight from overseas, it would not have been possible to get this to you, within a week time frame. Although your signed receipt does have the terms of cancellation for special order goods, advising that there is a 30% non-refundable deposit, Jordan’s does understand that there may come times when there are extenuating circumstances. Although you would be responsible for the forfeiture, in the amount of $119.70, Jordan’s will go ahead and waive this for you, as a one time courtesy We do hope this shows that we value you as a customer
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***..
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***I am a senior years old, had to downsize to a small homeBought a mattress from Jordan’s Furniture Avon MA and within mo I was sleeping in a holeA man came out and hooked a little red string to the sides and photographed it (of course when you're not laying on bed, top looks flat) Was bought in 2014, Nov and after one and half years of sleeping in and even deeper holeMan came again with his little red string and again I was deniedAll I wanted was $back toward a new mattress and he offered $I can’t afford a new mattress on social securityI only get $it live on, which I just make it through month on thatI will be at least one more year with things really tight to even think of a new mattressI have a lot of physical pain and they won’t help meI have to roll three times to get out of this hole.Regards,
*** ***
Good afternoon, Thank you for allowing us the opportunity to review your situation furtherI was able to locate your custom ottoman purchase using the information you provided, delivered in April of As noted on your sales receipt, a custom order requires a 30% non-refundable depositYou
first contacted us in September of to report that the fabric on the top of the ottoman was starting to pillIt was explained at that time that pilling is quite for upholstered furniture, as loose fibers trapped in the weave work their way out from frictionA fabric de-piller was shipped out to you to use on the ottoman top until the pills diminishedThe pilling is not considered a defect in the fabric, and is very commonIt will dissipate over time. You contacted us again in December to let us know that the tool wasn't effective in removing the pillsWe conversed about how often it was being used, and asked you for some photosYou were kind enough to submit them for reviewWe left several messages for you to call to discuss the photos but didn't hear anything back until MarchWhen you emailed in March, we offered to allow you to return the ottoman, less 40%That forfeiture is the percent non-refundable deposit plus only a 10% usage chargeAs the piece has been in the home for over a year and is not defective, we would not offer full creditI would be happy to reduce the forfeiture to 30%.I will leave this offer available for days, and note the account accordinglyShould you wish to accept, simply visit any Jordan's location and provide your telephone number to your sales associateThey will coordinate the pickup of your existing ottoman with the delivery of the new piece I hope you'll take advantage of this offer, as we view it as fairPlease let us know if there's anything else we can do to assist you. *** *.Customer AdvocateJordan's Furniture
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,
*** ***
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?
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I should have expected a response like thisPretty sad a multi million dollar company will not back there DEFECTIVE products and there customer issues. Will do this the hard way, I will be seeking legal action, see you in court!!! I'm also reaching out to channel 7, I'm sure this would look great on television.?
Regards,
*** ***
Good afternoon ***,Thank you for reaching out to us to further discuss the situation with your mattressIn reviewing your account, I was able to locate your original purchase from This mattress was manufactured by *** ***, who provided a warranty on the product*** *** is no
longer in business after filing for bankruptcy several years agoAll warranties on their products are null and void, as they are no longer able to stand behind themWhen you spoke to our customer service team, you were offered a store credit of $that you could use toward the purchase of a new mattressWe also offered a set of lift pads, which would provide addtional support to the mattressBoth offers were declined by yourselfWe would still be willing to stand behind those two seperate offers, should you reconsiderThose would be the only options available based on the situation at hand.Our customer service team can be reached at 866-*** if you'd like to discuss this furtherThank you for shopping with 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.
Regards,
*** ***
We're sorry that you were not satisfied with our response. As you did not provide any further comments or details, we are unable to offer you any other suggestions
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.
This product is 100% DEFECTIVE, Its not even a month old!!! I received a "lemon" and Jordan's Furniture does not want to take responsibility. I do not appreciate the way the situation was handledI feel as though I have had money extorted from mePerhaps Jordans's should reconsider the way they handle customer complaintsTHANK YOU Jordan's you just lost out on all potential salesI still have three rooms that need to be furnished. I'm strongly considering legal action if we can not get this resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
My furniture is still not repaired and and the company cannot get anyone here until the end of the month at the earliest that will be about months waiting fro something to be repaired and the parts sitting in my home This is certainly not acceptable at all and Jordan's hired this company to provide this service and is it is their responsibility to get this done and we should not have had to have gone through the holiday's with broken furniture Truly extremely horrible service by Jordan's and they do not stand behind their products Never should we have had to wait this long for repairs while the parts are sitting in my home waiting for someone to some and repair the furniture
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Hello, Thank you for your response. I am rejecting the response from Jordan's Furniture, on numerous fronts.To streamline my reasons for rejection, I am pasting Jordan's response to me below in BOLD, and commenting, tabbed, within their response: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 side. There are numerous complaints of this exact same issue onlineHere is just one example for your reviewPlease note, it's the exact same mattress that's in question here:***And another consumer site where there are numerous of the exact same complaint I have:*** (Note the following entries on that page: *** ** *** *** ** on June 14, AND *** ** *** ** on April 1, 2013) That having been said, there's *some* merit to my complaint as you can see, this is not a one-offThis is a very REAL issue, regardless of how it occurs that is being ignored to due crafty exclusionary language in the definition of a "defect." You’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 sleep. My complaint has absolutely, positively NOTHING WHATSOEVER to so with indentations on the top of the mattress or along the edges of the mattressStating this is completely irrelevant to the complaint at handAre you asking me to believe that a slanted mattress is somehow not defective? I would like a direct response to that - would YOU like to try to sleep on a mattress that slants to one side? Because I'm 100% certain if you did, you'd deem it defectiveAs a side note, the date you reference has not occurred yetRegardless, at some point, SOMETHING occurred to make this mattress slantCan you guarantee that the individual pieces used to construct the bed were not stored improperly? The 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. The technician dispatched to my home reported no indentations along the top or edges of the mattressNone of THOSE INDENTATION RELATED DEFECTS were foundMy mattress was, and is, slanted to one sideThat is most definitely NOT indicative of a properly functioning mattress, especially when it occurred within a month of deliveryIt has a defect that you refuse to addressWhen inspected, it is slantedJust because an independent technician reported solely on the absence of indentations does not mean the mattress is and without defectIt only means its without the select defects of your choosing.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 foundation. This response again shows the lack of attention to the specific complaint at handThis is the mantra that I've been told since day one, and it really is poor that this canned response keeps getting airplay hereNo amount of rotating can "un-slant" my mattressIn short, this "fix" did not correct the issue that I've been having since December of Could you please explain, in detail, how this will help the mattress get back to a un-slanted position, complete with a time frameI pretty certain you can't.As 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. Again, your definition of "identifiable defect" conveniently does not include the slant problem I'm experiencingBy way of example, I'll use a contractorAll contractors must make certain doors are plumb, or else they'd be slanted, and most certainly deemed defective by a homeowner, correct? Now, let's look at my mattress from Jordan'sI used a guitar case that sits plumb on metal feet, but I'd be really happy to rephotograph using any thing of your choice if you take issue with the guitar caseIn the attached photos, you can clearly see that on the LEFT side of the mattress, while the guitar case is resting on a level floor, only the top of the case sits flush against only the top of the mattress (the mattress is slanted away on the bottom part)SEE ATTACHED PHOTOGRAPH, "LEFT SIDE." On the RIGHT side of the mattress, that same guitar case resting on the same level floor is nowhere near the mattressYou can clearly see what slant I'm referring to when you review the multiple RIGHT SIDE PHOTOGRAPHS, attached. As a reference, I also took a photograph of the guitar case at the foot of the bed, where it aligns perfectlySEE ATTACHED PHOTOGRAPH, "FOOT OF BED."The mattress is slantedOther people have experienced the same exact issue. Since being rotated this last time (Just because we're following YOUR rules to a T,) I am the one who has to sleep on the cantilevered side, and I have zero back supportI will be calling my chiropractor, and this bad mattress has now gone from merely defective, to harming my health.This mattress has proved to be a nightmareYour customer service from day one, right up until your response to my Revdex.com complaint, has proved to be a nightmare.I am, yet again, asking for a refund of this defective mattress for reason of slanting, not using your definition of defect which conveniently does not include massive slants of the mattress.I am a highly unhappy customer with a defective product as evidenced by photosI'm asking that you make this situation right.
Regards,
*** ***
Good morning Mr***, Thank you for allowing us to review this situation further. I see that you purchased your leather sofa and leather loveseat on September 5th 2015. These pieces were delivered to your home on September 15th 2015. On June 22nd 2016, you
contacted us to report that there were two spots on your leather sofa where the color was peeling. You were asked how you have been maintaining the set, and it was reported to us that the sofa had not been cleaned since it had been delivered. We requested photos of the damage to which you did send these in. These photos were reviewed by our In Home Service Team. They did advise that the damage shown in the photos were from contact damage and not from a manufacturing defect. We agreed to send a technician to your home as a courtesy to see if there was any type of repair they would be able to do in your home. On July 5th 2016, our technician reported to us that the damage to the sofa was due to contact damage. He was able to add color to the area and top coated On July 18th 2016, you contacted us to report that the color that the technician added did not hold. We were advised that parts would need to be ordered to correct the issue from the contact damage to the seats. We agreed to exchange the sofa for a new one as an accommodation as again, there were no defects present in the sofa On August 11th 2016, we delivered the replacement sofa and picked up the damaged sofa from your home On July 31st 2017, you contacted us to report that the leather sofa and leather loveseat had color peeling off. You again sent us photos to review. These photos were reviewed by our In Home Service Team and were deemed to be the result of contact damage. We asked how often you have been cleaning and conditioning the set. You advised us that it has been done twice since receiving the set. We advised that leather should be cleaned and conditioned at the minimum of every months in order to preserve the leather. You were presented an offer of a store credit for $for the sofa and $for the loveseat to keep both pieces as is voiding the remainder of the manufacturer’s warranty. This would allow you to utilize this credit towards a future purchase of anything in the store. This offer was presented as a courtesy as there are no defects present and we have no recourse with the manufacturer. You declined this offer We feel that this offer is fair. This offer of $store credit is still on the table. This offer will be valid until 9/11/2017. We have documented your account with these details. Please contact us at *** should you wish to accept this offer so we may apply this credit on your account We look forward to speaking with you Sincerely, *** *** 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.
I have to say that I am extremely disappointed in the response from jordans furnitureI bought the sectional from Jordan's furniture for my new home specifically with the *** fabricWe have grandchildren and thought the extra purchase of *** we would be assured many years of a quality productMy husband and I watch commercial after commercial how indestructible *** fabric isI.e., white couch with mustard, ketchup being painted oIt and its a simple "rinse" away The sales person lead me to believe this as well and that the additional "insurance" purchase would cover above and beyondI called jordans PRIOR to contacting *** and explained the stain was from sunblock on my grandsons headThey advised I reference *** website which I did and did not find instructions for cleaning sunblock but followed cleaning attempts for grease To no avail stain did not diminishI then followed the procedure of contacting *** which was so frustrating and unprofessionalI have issued a complaint the the Nebraska Revdex.com for *** as well.I feel very strongly that jordans advertisement of *** and the selling of additional insurance is extremely misleading to say the least.I would like a full refund of the extra money I paid to have my sectional upholstered in *** along with a full refund of the *** year protection plan which was denied to me for "soiling" which is so nondescript plus I feel could be used by ***/JOrdans for any failure in their product. I was contacted by phone by a *** representative who responded I would receive a refund on policy along with an email documenting her name and contact number due to my being in my carThis follow up never happened.If I am not able to get resolution to my issue I will take any other avenue available to meI.eSocial media, television consumer advocates and lastly small claims court because I feel so strongly I have been ripped off and given a runaround d by both companiesA purchase for our new home has turned into a major disappointment and lack of good faith and quality product.Will wait to hear last response.*** and *** *** Regards,
*** ***
***,I believe this issue has been resolved to your satisfactionIf you're in need of additional assistance, please contact us at ***
Good morning, On December 7th 2012, you had a leather power sofa recliner delivered to your home. This sofa recliner did come with a years manufacturer’s warranty against defect in the craftsmanship of the leather. You did also purchase the Uniter’s Year Protection Program on
this sofa recliner. The manufacturer’s warranty and the Protection Program began on the date of delivery, December 7th 2012. On July 5th 2016, you contacted Jordan’s Furniture to report cracking and peeling of your sofa recliner. It was explained that the cracking and peeling was not a covered item under your manufacturer’s warranty as that had expired. The Uniter’s Year Protection Program has specific items that they cover as well as exclusions. Cracking and peeling of any leather is listed as an exclusion to this program. The leather had been discontinued from the vendor and was not able to be ordered as a part. On August 30th 2016, you sent us an email expressing your displeasure that parts were not available and was not covered under the warranty. You reported a failing motor and cushions sinking in. We advised that although leather parts are not available to order, we could send a technician out for the motor and cushions, but this service appointment would be at your cost since the manufacturer’s warranty had expired. We had previously sent technicians out on separate occasions to address the left side facing inside back cushion sitting lower, the left side facing seat core shifting, and left side facing recliner opening and closing on its own. These service appointments started in January with the last appointment in September 2015. You did have a one year manufacturer’s warranty on the electrical portion of your sectional, but this was out of warranty. On all service appointments, the technician found no defects present with the piece and service was performed as a courtesy at no cost. Typically any services for issues that are not defective are at cost to the customer. As this sofa recliner has been in your home for almost years and there are no defects present, this would not be able to be returned. You did choose to use a 3rd party company to service the sofa recliner at your cost. As we do appreciate you as a customer, I can offer to place the $that you paid for the 3rd party company as a store credit towards a future purchase. This credit will be valid for *** year. We feel that this offer is fair. Should you have any questions, please feel free to contact us at ***. Sincerely, *** ***Customer AdvocateJordan’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 # ***.
The sofa I purchased from Jordan’s is a defect, although your upholsterer claims differently. How does a $leather sofa need repair after just months in the home? The same arm had problems with the cushioning then, the tech came to my home and I watched him take the side off and the cushioning had fallen off the armHow does this happen if it is not a defect? Should customers be aware of the goods you sell may fall apart in months…or perhaps after one year the same issue. So now I have a sofa that has been brought into Jordan’s shop to repair (the 3rd time on this issue) the same issue, although customer service calls this a “courtesy” repair, I had to dispute this before I was “granted” free service on this defective sofa, this is not the fault of the customer that the cushioning had failed within months, and obviously continued to fail as time went on…and now you state that there is not a gurantee that the issue will be resolved…so I will have no recourse but to accept a sofa that your techs have now caused several large holes, by what appears, from ripping the leather apart, which also caused tears (see photos attached), not only did the sofa return to me with these issues (I wonder where you QC is?) it also came without the legs?! This is not what I would consider “better then before” repair, as *** said I would find. The couch had to be returned again, not easily done as customer service seemed to question whether the legs were on my sofa when it was picked up or not…(I could hear the conversation from his phone) the delivery man had to explain how it was picked up last time and how he put the legs away and where…he then asked…who took it off the truck? So it is obvious that customer service is not for the customer seems they wanted to find a different result…Guess the don’t stand by their products or that the
Regards,
*** ***
Good afternoon,
This situation was the result of an error by the sales associateMr***'s original order was written for a custom power sofa recliner, and he was charged the appropriate price for this itemWhat he intended to purchase was a power sofa recliner with power headrests, which was
more expensiveJordan's delivered the power sofa recliner on 9/10/Mr*** expressed that the piece delivered was incorrectIt was explained that the sofa he received was the same as he was charged for
After further research, it was determined that the sales associate ordered a different piece than was requested by Mr***Jordan's reordered the correct piece, and requested that the manufacturer rush the productionIn addition, Jordan's waived the price difference for the error ($200)
On Wednesday, October 21st, the new power sofa recliner with power headrests was delivered to Mr***At that time Jordan's picked up the original piece that had been deliveredThis customer's concerns have all been addressed and resolved
Good morning Mr***, We are sorry to hear about your recent experience, but thank you for bringing it to our attention, and allowing us to research it further for you. We were able to locate your account, for the special order slipcover. As stated on your original receipt,
which we have included a copy of, the original eta of the merchandise, was 20-weeks. This information can be located in the top right corner of your invoice. As this was a special order slipcover, shipping on a freight from overseas, it would not have been possible to get this to you, within a week time frame. Although your signed receipt does have the terms of cancellation for special order goods, advising that there is a 30% non-refundable deposit, Jordan’s does understand that there may come times when there are extenuating circumstances. Although you would be responsible for the forfeiture, in the amount of $119.70, Jordan’s will go ahead and waive this for you, as a one time courtesy We do hope this shows that we value you as a customer
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***..
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***I am a senior years old, had to downsize to a small homeBought a mattress from Jordan’s Furniture Avon MA and within mo I was sleeping in a holeA man came out and hooked a little red string to the sides and photographed it (of course when you're not laying on bed, top looks flat) Was bought in 2014, Nov and after one and half years of sleeping in and even deeper holeMan came again with his little red string and again I was deniedAll I wanted was $back toward a new mattress and he offered $I can’t afford a new mattress on social securityI only get $it live on, which I just make it through month on thatI will be at least one more year with things really tight to even think of a new mattressI have a lot of physical pain and they won’t help meI have to roll three times to get out of this hole.Regards,
*** ***
Good afternoon, Thank you for allowing us the opportunity to review your situation furtherI was able to locate your custom ottoman purchase using the information you provided, delivered in April of As noted on your sales receipt, a custom order requires a 30% non-refundable depositYou
first contacted us in September of to report that the fabric on the top of the ottoman was starting to pillIt was explained at that time that pilling is quite for upholstered furniture, as loose fibers trapped in the weave work their way out from frictionA fabric de-piller was shipped out to you to use on the ottoman top until the pills diminishedThe pilling is not considered a defect in the fabric, and is very commonIt will dissipate over time. You contacted us again in December to let us know that the tool wasn't effective in removing the pillsWe conversed about how often it was being used, and asked you for some photosYou were kind enough to submit them for reviewWe left several messages for you to call to discuss the photos but didn't hear anything back until MarchWhen you emailed in March, we offered to allow you to return the ottoman, less 40%That forfeiture is the percent non-refundable deposit plus only a 10% usage chargeAs the piece has been in the home for over a year and is not defective, we would not offer full creditI would be happy to reduce the forfeiture to 30%.I will leave this offer available for days, and note the account accordinglyShould you wish to accept, simply visit any Jordan's location and provide your telephone number to your sales associateThey will coordinate the pickup of your existing ottoman with the delivery of the new piece I hope you'll take advantage of this offer, as we view it as fairPlease let us know if there's anything else we can do to assist you. *** *.Customer AdvocateJordan's Furniture