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Reviews Jordan's Furniture

Jordan's Furniture Reviews (68)

Good morning [redacted],Thank you for allowing us to elaborate on your concerns. I do see that you took delivery of your sectional on 9/11/2014, and called roughly a month later to report a concern with one of the seat cushions sinking in. During your conversation with our customer service associate, you...

mentioned that the seat of concern is the one sat in most often, which would clearly result in it breaking in faster than those less used. A service technician was promptly dispatched to take a look at the cushion and evaluate it for any defects in craftsmanship. The uphosterer noted that there was no defect present, and that the cushion was performing as expected, with normal softening and settling based on usage. He added some extra foam and support under the cushion to add more firmess to the area.  You then called us on May 26, 2015 to again report that the same seat was sinking in. Another technician was dispatched, and he noted that this was the preferred seat, and it was breaking in as expected. He added more support and explained that all seats will need to be used to ensure the set breaks in evenly. When we spoke on June 1st, I explained that both previous technicians advised that there were no defects found with the cushion. I offered to reach out to the manufacturer to check on the availability of a new cushion. I also offered to find out the cost associated with the part and the installation, as this was not idenitifed as a defect. After receiving the information from the manufacturer, a new cushion would be $114.00, and labor to install $103.50, as this seat cushion is stitched to the body of the sofa.  Please understand however, that if the seat is replaced and then used in the same manner, it will likely happen again. In order for the sectional to perform as expected, the cushions must all be used so they break in evenly.We'll be happy to discount the repair by $100, strictly as a courtesy. As you expressed during our initial conversation, there is a matching ottoman you were interested in. If you'd prefer the $100 to go toward the purchase of the ottoman instead, I'll be happy to do that. As always, you can reach us at ###-###-#### to discuss this further. Thank you for choosing Jordan's Furniture. We appreciate your business.

Good afternoon [redacted], Thank you for the opportunity to address your concern.  I do apologize with your disappointment in your [redacted] sectional.  In reviewing your account, I do see that you had a custom 2-piece sectional delivered on November 10th 2015.  You purchased the [redacted] 5-Year...

Protection Program on your sectional.  This program is designed for accidental one-time occurrences of staining.  This plan does not cover accumulation of stains from general use.  On October 3rd, you contacted [redacted] to file a claim for staining on your sectional.  [redacted] submitted a work order for [redacted] to come to your home to assess and clean the stains.  The technician reported that there was general soiling from general use.  He attempted to clean the areas as a courtesy as general soiling is not covered under this Protection Program.  You spoke with [redacted] at Jordan's Furniture on November 14th.  Although general soiling is not covered by the Protection Program nor is this a manufacturing defect, [redacted] agreed to take the sectional back for store credit less 15% of the retail for you to reselect into a different sectional.  This total store credit equaled $3111.67.  As this has been in your home for a year, a refund would not be applicable.  In reviewing the situation, we do appreciate you as a customer.  I can offer you to reselect at full retail value for a store credit only.  This amount would total $3660.78.  Due to the amount of time it has been in the home, a refund would not be applicable.  This offer will be valid until December 7th.  Your account has been documented with my offer. Should you have any questions, please don’t hesitate to contact us at ###-###-####.  Our Customer Service Department is available Monday through Saturday from 7am to 6pm.   Regards, [redacted] Customer Advocate Jordan’s Furniture

Good afternoon,Thank you for bringing this to our attention, and for allowing us to look into your concerns further. I reviewed your account, including the service request, to familiarize myself with the situation. In doing so, I can confirm that the mattress delivered to you on 11/18 was not stored...

for any length of time on its side. You’ll note on the law label attached to the mattress that the production date was 11/16/16. This means that the mattress was manufactured only two days prior to it being delivered to your home. The manufacturer does have specific requirements that need to be met when determining whether or not a mattress is defective. Indentations on the top of the mattress, as well as along the edges, are expected with use. This is why its suggested to regularly rotate the mattress to ensure that it breaks in evenly. I understand that you’ve been doing that, and I’m confident that it’s helped to prevent an significant impression where you sleep. The technician that visited your home is an independent contractor dispatched to gather all of the information required for a mattress claim. The gentleman measured the mattress, took photos of the setup, and also of the slant you reported. Based on the details gathered at that time, your mattress performance falls into the range of normal and characteristic for the manufacturer. There were no defects found.That being said, we would suggest that you continue to rotate the bedding as originally recommended. This will help the mattress bend and flex evenly with the use of your adjustable foundation. As there is no identifiable defect with the mattress at this time, we would not offer to take the mattress back for credit. I apologize for any inconvenience. Should you continue to have concerns with it, please contact us again.

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 # [redacted]. Please add your rejection comments below. 
 I have read response and my...

complaint is I was told at time of purchase I could return the merchandise at no charge now I am told I have to pay to return the items this fee is beyond what is reasonable it's costing close to $400 to return merchandise I was told would cost nothing to return!!!  I received no paperwork at time of order I received the paperwork when delivered I place the order in March!!!
Regards,
[redacted]

Good morning,On March 20th, 2016 three orders were placed by [redacted], totaling $5601.11. Delivery fees on these orders, calculated at 6% of the retail of the items, were $212.33. There are no delivery charges associated with the purchase of the 5-year protection plan (which accounts for the difference). Though we can't speak to the conversation between the customer and the sales associate at the point of purchase, the delivery policy is provided in writing with each order. On the signed sales receipt, it reads "Customers canceling orders or returning merchandise in its original condition within 7 calendar days of delivery or pick-up may reselect or receive a refund for the merchandise amount. Other conditions apply:* Customers reselecting other merchandise will pay another delivery service charge.* Returns are subject to an applicable pick-up or delivery service charge.Though the pickup charges should have been another $212.33, we agreed to reduce the charge to a flat $150 as a courtesy. We feel that this offer is fair and reasonable.

Good afternoon,
This situation was the result of an error by the sales associate. Mr. [redacted]'s original order was written for a custom power sofa recliner, and he was charged the appropriate price for this item. What he intended to purchase was a power sofa recliner with power headrests, which was...

more expensive. Jordan's delivered the power sofa recliner on 9/10/15. Mr. [redacted] expressed that the piece delivered was incorrect. It 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. [redacted]. Jordan's reordered the correct piece, and requested that the manufacturer rush the production. In 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. [redacted]. At that time Jordan's picked up the original piece that had been delivered. This customer's concerns have all been addressed and resolved.

Good afternoon [redacted], 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 # [redacted]. Please add your rejection comments below. 
My communication with Jordan's furniture began on 7/7, not 7/30. I have the emails to prove it. When I spoke with [redacted] today, she mentioned that they would give my a couple hundred dollars not the 50%, which is why I refused it. Revdex.com, do you think after three months of sleeping on a mattress that is supposed to last 10 years, that it is acceptable to have it already caving in, causing back pain? I understand that over time the mattress depreciates but there is no way the mattress depreciated 50% already. I understand that they won't be able to sell our mattress once they take it back. Of course they can't. Why should we be the ones to have to lose $1079.50 over Jordan's furniture who chooses to sell poor quality mattresses? This is a problem that Jordan's should deal with [redacted]'s. We are paying Jordan's. They should stand by their product and at least give us a 80-90% refund. This has been dragged out for months.
Regards,
[redacted]

Good morning,
Thank you for reaching out to further discuss the concern with your mattress. In reviewing the account, I see that you expressed that the mattress was sagging and that the platform was making a creaking noise. Our customer service team set up an appointment to have both the mattress...

and platform inspected by an independent company. The impression found in the center of the mattress met the criteria for a defect, however as the terms of the warranty state, the mattress must be in sanitary, stain free condition or the warranty is voided. This was explained when making arrangements for the inspection.
As the independent inspector identified an 8" stain on one section of the mattress and two smaller stains in another area, the manufacturer's warranty was null and void.
The platform was noted to be defective due to the noise it was making, and was replaced on November 11th.
As Jordan's has no recourse with the manufacturer due to the staining, we would not be willing to replace the mattress. As a courtesy, we will be happy to place a credit of $150.00 on account for you to purchase a new mattress.
We hope you find this offer acceptable, and will await your response.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 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 further. I reviewed your account, including the service request, to familiarize myself with the situation. In doing so, I can confirm that the mattress delivered to you on 11/18 was not stored for any length of time on its side.     There are numerous complaints of this exact same issue online. Here is just one example for your review. Please note, it's the exact same mattress that's in question here:[redacted]And another consumer site where there are numerous of the exact same complaint I have:[redacted]  (Note the following entries on that page: [redacted] on June 14, 2013 AND [redacted] on April 1, 2013) That having been said, there's *some* merit to my complaint as you can see, this is not a one-off. This 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 11/16/16. This means that the mattress was manufactured only two days prior to it being delivered to your home. The manufacturer does have specific requirements that need to be met when determining whether or not a mattress is defective. Indentations on the top of the mattress, as well as along the edges, are expected with use. This is why its suggested to regularly rotate the mattress to ensure that it breaks in evenly. I 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 mattress. Stating this is completely irrelevant to the complaint at hand. Are 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 defective. As a side note, the date you reference has not occurred yet. Regardless, at some point, SOMETHING occurred to make this mattress slant. Can 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 claim. The gentleman measured the mattress, took photos of the setup, and also of the slant you reported. Based on the details gathered at that time, your mattress performance falls into the range of normal and characteristic for the manufacturer. There were no defects found.  The technician dispatched to my home reported no indentations along the top or edges of the mattress. None of THOSE INDENTATION RELATED DEFECTS were found. My mattress was, and is, slanted to one side. That is most definitely NOT indicative of a properly functioning mattress, especially when it occurred within a month of delivery. It has a defect that you refuse to address. When inspected, it is slanted. Just because an independent technician reported solely on the absence of indentations does not mean the mattress is normal and without defect. It 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 recommended. This 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 hand. This is the mantra that I've been told since day one, and it really is poor that this canned response keeps getting airplay here. No amount of rotating can "un-slant" my mattress. In short, this "fix" did not correct the issue that I've been having since December of 2015. Could you please explain, in detail, how this will help the mattress get back to a normal un-slanted position, complete with a time frame. I 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 credit. I apologize for any inconvenience. Should 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 experiencing. By way of example, I'll use a contractor. All 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's. I 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 case. In 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 mattress. You 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 perfectly. SEE ATTACHED PHOTOGRAPH, "FOOT OF BED."The mattress is slanted. Other 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 support. I 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 nightmare. Your 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 photos. I'm asking that you make this situation right. 
Regards,
[redacted]

Good afternoon,I have located your order for the bedroom set that includes the 5 drawer chest and 8 drawer dresser.  I do see that you had filed a claim with [redacted] for finish peeling on top of the chest.  [redacted] sent out a Jordan's Furniture technician on behalf of their company to repair the...

peeling.  A technician performed this service on April 30, 2016.  We came out again on behalf of [redacted] on May 28, 2016 as it was reported the previous repair did not hold.  The technician at this time was able to successfully repair the peeling on top of the chest.  On May 28th, we were also dispatched by [redacted] to repair chipping on the dresser top which the technician was able to successfully repair.  On July 16th, we were assigned again by [redacted] to repair peeling on top of the dresser and chest.  The technician did advise that the previous attempts at the repairs did fail and he recommended that both these pieces come into the warehouse for a repair so they could be stripped down to bare wood and refinished over.  This information was provided to [redacted].  As this warranty is held by them, they did do a cost analysis of cost of repairs versus a replacement.  [redacted] went forward with authorizing a full replacement of the dresser and chest as they deemed this to be more cost effective.  As this [redacted] Protection Program covers affected pieces only, they would only allow the replacement of the dresser and chest.  As this set has been discontinued by the vendor, exact replacements are not able to be ordered.In reviewing the history, I did reach out to you via telephone today to discuss this.  I have offered a courtesy warehouse repair of your dresser and chest to ensure that you will have a matching set.  We have scheduled to have these pieces picked up by our delivery team on Saturday, August 20th to be  brought into the warehouse for the repairs.Should you have any questions, please contact us a[redacted] ext. [redacted].   Regards,[redacted]Customer AdvocateJordan's Furniture

Good morning [redacted]I'm truly sorry that you're unhappy with the options provided to you. Should you change your mind and wish to accept the return terms or purchase replacement parts, please contact our customer service team at ###-###-####.

Good morning, On December 7th 2012, you had a leather power sofa recliner delivered to your home.  This sofa recliner did come with a 2 years manufacturer’s warranty against defect in the craftsmanship of the leather.  You did also purchase the Uniter’s 5 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 5 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 4 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 2014 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 4 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 5 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 $330 that you paid for the 3rd party company as a store credit towards a future purchase.  This credit will be valid for [redacted] year.  We feel that this offer is fair.  Should you have any questions, please feel free to contact us at [redacted]. Sincerely, [redacted]Customer AdvocateJordan’s Furniture

Hello Mr. Bates, Thank you for allowing us the opportunity to review this concern further. I was able to locate your account information and see that on February 28th of this year, you received delivery of a [redacted] power leather sofa recliner and power leather recliner. On September 27th, you...

called into our customer service department and spoke with Toni. You indicated the headrest of your recliner was turning color. You were able to send in photos the same day showing the recliner and area of discoloration. . On October 2nd, you called back into service to review the results from your photos. They indicated a round area along the headrest which has since discolored to a lighter color pigment. This is caused from regular contact and natural body oils from your hair or skin. Once the oil remains on the leather surface, it can begin to break down the coloring of the leather.  She reviewed the prior information and notified you that leather requires regular maintenance.  By regularly cleaning and conditioning the leather at least four times a year, this can prevent leather cracking and discoloration. She indicated that you purchased the GBS 5-Year Protection Plan, and informed it did not cover “wear and tear to fabric and leathers, such as accumulated soiling from everyday use including body oil, hair oil, perspiration, darkened bodily contact areas”. She offered to request pricing and availability for replacement leather from [redacted]. You informed us that you wished to return this recliner. A store credit reselection was offered in the amount of $609.95, 50% of the original cost. You asked to speak with one of our customer service supervisors. She reiterated the cause of this concern, and offered a 70% reselection for your recliner (rounded up to $800) along with your GBS 5-Year Protection Plan refunded in full. This total amount came to $920.89. This reselection credit is now active in our system and can be located using your telephone number at any Jordan’s Furniture location. They can assist in helping you select a new set and arranging a convenient date to pick up your original recliner, and deliver your new selection. We hope that we are able to continue working to resolve this concern you have experienced. Should you wish to discuss this further, or have any questions, please contact Jordan’s Customer Service at [redacted], ext. [redacted]. Thank you for choosing Jordan’s Furniture. We look forward to hearing from you.

Good afternoon [redacted],Thank you for allowing us the opportunity to review your concerns in greater detail, and for speaking with me today. I'm happy that we were able to come to a resolution you're happy with. Please feel free to contact us again if we can be of further assistance.

Good afternoon [redacted], I apologize for any confusion with regard to your order. Your power charge account was credited in the amount of $270.08 on September 21st, 2016. A second credit for $224.12 was processed this morning, for a total of $494.20. These credits will appear on your next...

billing cycle. Please contact us again if there's anything else we can assist you with.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Tell us why here...While we certainly apologize that you're uncomfortable with the chair, it is not defective in any way. Jordan's does not typically allow returns for comfort issues, however we have authorized you to return the chair to choose something else. As the piece has been in your home since March and was a custom order, the 30% forfeiture would apply. I apologize that you're unhappy with this offer, but we feel it is fair based on the facts above.

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 # [redacted].
Regards,
[redacted]

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 year. We will leave the offer available for 14 days should you change your mind. The credit amount is $559.30, and can be used toward a future purchase. We hope you'll reconsider using this credit toward something you'll be happier with.

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