Hello,sorry I took so long to respond....................My dad was in hospital......................I am now satisfied with the response from Jordan's furniture and I will go there with my credit and purchase a new sofa!Thank you so so much! [redacted]
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.
Regards,
[redacted]
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 should have expected a response like this. Pretty 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,
[redacted]
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.
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 handled. I feel as though I have had money extorted from me. Perhaps Jordans's should reconsider the way they handle customer complaints. THANK YOU Jordan's you just lost out on all potential sales. I still have three rooms that need to be furnished. I'm strongly considering legal action if we can not get this resolved.
Regards,
[redacted]
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]..
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]
Good afternoon [redacted], I do apologize that you do not find our offer unsatisfactory. As no defect was found and the loveseat has been in your home since March, a reselection at full value would not be something that we would be able to offer. I will note your account with our offer for you to return to reselect with 30% forfeiture. This offer will be valid until November 17th 2016. Should you wish to accept this offer, please contact us at 866-856-7326. Regards, [redacted] Customer Advocate Jordan’s Furniture
Good morning [redacted], Thank you for taking the time to speak with us yesterday about your delayed order. As we mentioned, we will do everything we can to get your custom sleeper sofa in as quickly as possible. Unfortunately the delay was unforeseen, and we apologize for your inconvenience....
We’ll continue to track its progress and let you know as soon as more details become available. As discussed, we’ll be delivering a loaner sofa to you tomorrow, so that you’ll have a sofa to use while we wait for yours to arrive. In addition, we’ll be processing a refund to your credit card of $179.17 as compensation for the delay.I’m happy that we were able to work together to come up with an acceptable resolution. Please let us know if there is anything else we can do to assist you.
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.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]
In my previous statement, I stated they wanted to give us seven hundred and seventy dollars. What they failed to tell you was, we still owe five hundred and fifty dollars. There is only my husband and I in the household and the only people using this piece of furniture, it is not the way we are sitting on it. If they felt this was our fault they never would have offered to give us any money on this. This offer is no benefit to us since we still owe on it. An offer of a full refund or new sofa would be accepted.
Good afternoon [redacted],Thank you for bringing this to our attention. In reviewing your account, I see that we are currently scheduled to pickup the kitchen island from your home on Saturday, April 15th. We have arranged for one of our service technicians to meet the delivery team to assist...
with the removal of this piece. We're confident that we'll be able to do so successfully. We truly apologize for your inconvenience and disappointment with this purchase, and hope to have another opportunity to assist you in the future.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
The sofa I purchased from Jordan’s is a defect, although your upholsterer claims differently. How does a $2400 leather sofa need repair after just 6 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 arm. How does this happen if it is not a defect? Should customers be aware of the goods you sell may fall apart in 6 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 6 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 2 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 [redacted] 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,
[redacted]
Thank you for allowing us the opportunity to review this situation further. I see here that on December 3rd, 2016, you received delivery of a [redacted] sofa and loveseat recliner. This set was purchased along with the [redacted] 5 Year Protection Plan which provides coverage against accidental stains...
and damages which may occur. On May 8th 2017, you reported a tear in the fabric on your loveseat recliner. After placing a claim with [redacted], a replacement part was ordered and installed on June 22nd, 2017 for the right back cushion. On September 21st, 2017, we received a call reporting similar tears on the left back and seat loveseat recliner cushions, and the right back sofa recliner cushion. The call was transferred to [redacted] to file a claim. On October 3rd, we received a call from [redacted] stating this claim would be denied due to accumulation of damages. Our representative looked into obtaining pricing and availability, while confirming with [redacted] was in fact denying this claim. After confirming this information, we have been waiting on more information from the manufacturer for parts. I’m happy that we had the chance to speak today, October 17th. I was able to review concerns with your [redacted] protection plan and address damages on your set. I have committed to follow up with the manufacturer on the availability of replacement cushions and arrange for one of our service technicians to replace the parts at no additional cost. Due to the length of installation, this repair may need to be scheduled for repair at our warehouse, and the set would be redelivered to your home. We hope that we are able to continue working to resolve this concern. Should you wish to discuss this further in the meantime, or have any questions, please contact Jordan’s Customer Service at [redacted], Ext [redacted]. Thank you for choosing Jordan’s Furniture.
Good morning [redacted], Thank you for taking the time to speak with me this morning, though we were unable to come to a satisfactory resolution. To review the situation, you purchased a twin Sealy mattress, foundation, bed frame and mattress protector, delivered in November of 2014. The order...
totaled $1080.56 for all four items. The mattress itself, which you've expressed concerns with, was $767.00. You first contacted us in October of 2015 to let us know that you felt the mattress was sagging in the center. We sent out an independent mattress inspection company to gather the measurements of the impression in the mattress. Sealy requires a 1.5" impression for a mattress to be considered defective. Your mattress measured 3/4" at the deepest point, and was not found to be defective. The foundation was nice and solid, and was also not defective. You reached out again in June of 2016, and we arranged for a second inspection to be done. The mattress and foundation were measured again, and were still not found to be defective. We supplied a foam topper and a lift pad at no charge to try to assist you with your discomfort. We apologize that these did not help to alleviate your concern. When we spoke this morning I reviewed with you the results of your two previous inspections, and the measurements required for a mattress to be considered defective. I also offered you a credit of $150.00 as a courtesy, for you to use toward the purchase of a new mattress. You declined this offer, stating that you wanted 50% of what you paid for the entire order. We feel that our offer is fair, and will stand behind it.Should you change your mind and decide to accept this offer, simply contact us again at [redacted]. Your account will be noted accordingly. I'm sorry that we were unable to agree on a resolution, but hope that you'll reconsider as we do appreciate your business.
Good morning [redacted],
I've attempted to reach you by telephone to discuss this situation further, but have not received any return calls from you. We are truly sorry that you're experiencing issues with your new mattress. Though the inspection company does not service the Vineyard, I'm confident...
that we'll be able to work with you to resolve your concerns. Please contact us back at your earliest convenience so that we can have you send in some photos of the mattress. I've noted your account so that anyone will be able to assist you. As the manufacturer has specific requirements that must be met to determine a defect, we'll need to go over this with you in detail. We look forward to speaking with you and working to restore your faith in Jordan's.
Good morning, and thank you for allowing us the opportunity to review your situation further. I was able to locate your original purchase from June of 2013 using the information you provided. Per the terms of the warranty set forth by the manufacturer, the mattress must be free of any stains in...
order for the warranty to remain intact. You contacted us on December 1st to report that you were experiencing a sag in the mattress. Our bedding services representative went through a series of questions about the mattress, foundation, and frame to help to identify the cause of the issue. The last question, and one of the most important, was whether or not your bedding was stain-free. You advised us that your mattress did not have any stains on it. The independent inspection company went to your home on 12/15/16 and viewed your mattress, foundation and frame. He took measurements of any impressions in the mattress and foundation, and took photos of these measurements. He also took photos of the overall set up, and submitted all of the data back to our bedding services team. In reviewing the photos, it is clear that both sides of the mattress have several stains on them. This alone has voided the manufacturer's warranty.You mention that you used a mattress protector on the bedding to prevent this issue. In reviewing your account, I do not see that one was purchased with your order. If you purchased one from another retailer and have been using it faithfully, I would suggest that you contact the manufacturer of that product to see if they offer you any recourse. Unfortunately we are unable to move forward with your mattress claim as the warranty has been voided. Should you wish to discuss this further, you can reach a bedding service representative at [redacted] ext. [redacted].Thank you for shopping with Jordan's Furniture. [redacted].Customer Advocate
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.
A 70% credit will not suffice, shouldn't have to pay the full amount and not get full amount back in refund if unsatisfied with the product, chair should not be making noises a month after buying it and continue to make creaking noises 6 months later, its a chair that is supposed to be sat in so its should be comfortable for more then just 6 months
Regards,
[redacted]
Good morning,On 11/18/16, Jordan's Furniture received a purchase order from [redacted] to order replacement parts for your bonded leather chair and bonded leather sofa. This order was placed with the vendor on that date. A Jordan's Furniture representative, [redacted], contacted you via telephone...
to advise you of the parts that were being ordered on [redacted] behalf. [redacted] explained that the vendor’s lead time for part arrival of 5-7 weeks. He also advised that these parts would ship to your home and once received; you would need to contact [redacted] to advise them you have received them so they could assign a work order to a repair company to install these parts.On 12/7/16, Jordan's Furniture shipped the parts to your home in Stoneham via [redacted]. Once they were received, [redacted] was to be contacted by you so they would know to issue the work order to a repair company.As [redacted] is the protection program carrier, all claims and repairs must go through their claim process.You contact us on 12/27/16 via email reporting that you received the parts in 2 weeks prior and have not had any follow up. [redacted] contacted [redacted] on your behalf to advise them that you had received the part. [redacted] assigned a company called All Furniture to perform the installation of the parts and the company should be in contact within 24-48 hours. [redacted] left a voicemail on this date advising you of this information and also with All Furniture’s telephone number in case you needed to follow up with them on scheduling.A Jordan's Furniture representative, [redacted], contacted [redacted] to look into this further. [redacted] had authorized All Furniture one hour to complete the installation. All Furniture advised [redacted] that additional time would need to be authorized to complete the installation. [redacted] then assigned the work order to a company called [redacted] and authorized them 4 hours labor to complete the installation. [redacted] was assigned to you on 12/31/16. [redacted] contacts customers within 7-10 days of receiving a work order. As of today, 1/7/17, it is still within the 7-10 days’ time period.As [redacted] is the provider of the protection program, replacement of the parts ordered on behalf of [redacted] must be installed by a company authorized by [redacted].If you have any questions, please contact us at [redacted].Regards,[redacted]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 # [redacted]. Please add your rejection comments below. Regards,
[redacted]
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.
We took delivery on Sept 11. We noticed the sagging on Sept 21. We called to cancel another order unless they fixed it on Oct 2. They came by the first time on Oct 9. The repairman's response was "they don't make them like they used to",and "call every month if you like to reinforce as you have a year warranty". So 10 days we noticed sag, we went on vacation for 6 days,and we called 21 days after receiving couch.And repairman came out 28 days later. So all of this happened in less than a month I weigh 167 lbs,my wife 115-120. We want it fixed .
Regards,
[redacted]
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].
I have already called the customer service line to see about this fee and was told there was nothing they can do. While I understand the signed agreement states this, it is worked in with a large amount of other data. Coming from someone who works in customer service I think it is dishonest to not have this fully disclosed during the sales process. Again, this is coming from someone who wants to continue to provide business to the organization and make a purchase worth more than the initial. Keeping that in mind I think waiving this fee as a one time exception benefits both parties here.
Regards,
[redacted]
Hello,sorry I took so long to respond....................My dad was in hospital......................I am now satisfied with the response from Jordan's furniture and I will go there with my credit and purchase a new sofa!Thank you so so much! [redacted]
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.
Regards,
[redacted]
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 should have expected a response like this. Pretty 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,
[redacted]
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.
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 handled. I feel as though I have had money extorted from me. Perhaps Jordans's should reconsider the way they handle customer complaints. THANK YOU Jordan's you just lost out on all potential sales. I still have three rooms that need to be furnished. I'm strongly considering legal action if we can not get this resolved.
Regards,
[redacted]
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]
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]
Good afternoon [redacted], I do apologize that you do not find our offer unsatisfactory. As no defect was found and the loveseat has been in your home since March, a reselection at full value would not be something that we would be able to offer. I will note your account with our offer for you to return to reselect with 30% forfeiture. This offer will be valid until November 17th 2016. Should you wish to accept this offer, please contact us at 866-856-7326. Regards, [redacted] Customer Advocate Jordan’s Furniture
Good morning [redacted], Thank you for taking the time to speak with us yesterday about your delayed order. As we mentioned, we will do everything we can to get your custom sleeper sofa in as quickly as possible. Unfortunately the delay was unforeseen, and we apologize for your inconvenience....
We’ll continue to track its progress and let you know as soon as more details become available. As discussed, we’ll be delivering a loaner sofa to you tomorrow, so that you’ll have a sofa to use while we wait for yours to arrive. In addition, we’ll be processing a refund to your credit card of $179.17 as compensation for the delay.I’m happy that we were able to work together to come up with an acceptable resolution. Please let us know if there is anything else we can do to assist you.
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.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]
In my previous statement, I stated they wanted to give us seven hundred and seventy dollars. What they failed to tell you was, we still owe five hundred and fifty dollars. There is only my husband and I in the household and the only people using this piece of furniture, it is not the way we are sitting on it. If they felt this was our fault they never would have offered to give us any money on this. This offer is no benefit to us since we still owe on it. An offer of a full refund or new sofa would be accepted.
Good afternoon [redacted],Thank you for bringing this to our attention. In reviewing your account, I see that we are currently scheduled to pickup the kitchen island from your home on Saturday, April 15th. We have arranged for one of our service technicians to meet the delivery team to assist...
with the removal of this piece. We're confident that we'll be able to do so successfully. We truly apologize for your inconvenience and disappointment with this purchase, and hope to have another opportunity to assist you in the future.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
The sofa I purchased from Jordan’s is a defect, although your upholsterer claims differently. How does a $2400 leather sofa need repair after just 6 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 arm. How does this happen if it is not a defect? Should customers be aware of the goods you sell may fall apart in 6 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 6 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 2 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 [redacted] 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,
[redacted]
Thank you for allowing us the opportunity to review this situation further. I see here that on December 3rd, 2016, you received delivery of a [redacted] sofa and loveseat recliner. This set was purchased along with the [redacted] 5 Year Protection Plan which provides coverage against accidental stains...
and damages which may occur. On May 8th 2017, you reported a tear in the fabric on your loveseat recliner. After placing a claim with [redacted], a replacement part was ordered and installed on June 22nd, 2017 for the right back cushion. On September 21st, 2017, we received a call reporting similar tears on the left back and seat loveseat recliner cushions, and the right back sofa recliner cushion. The call was transferred to [redacted] to file a claim. On October 3rd, we received a call from [redacted] stating this claim would be denied due to accumulation of damages. Our representative looked into obtaining pricing and availability, while confirming with [redacted] was in fact denying this claim. After confirming this information, we have been waiting on more information from the manufacturer for parts. I’m happy that we had the chance to speak today, October 17th. I was able to review concerns with your [redacted] protection plan and address damages on your set. I have committed to follow up with the manufacturer on the availability of replacement cushions and arrange for one of our service technicians to replace the parts at no additional cost. Due to the length of installation, this repair may need to be scheduled for repair at our warehouse, and the set would be redelivered to your home. We hope that we are able to continue working to resolve this concern. Should you wish to discuss this further in the meantime, or have any questions, please contact Jordan’s Customer Service at [redacted], Ext [redacted]. Thank you for choosing Jordan’s Furniture.
Good morning [redacted], Thank you for taking the time to speak with me this morning, though we were unable to come to a satisfactory resolution. To review the situation, you purchased a twin Sealy mattress, foundation, bed frame and mattress protector, delivered in November of 2014. The order...
totaled $1080.56 for all four items. The mattress itself, which you've expressed concerns with, was $767.00. You first contacted us in October of 2015 to let us know that you felt the mattress was sagging in the center. We sent out an independent mattress inspection company to gather the measurements of the impression in the mattress. Sealy requires a 1.5" impression for a mattress to be considered defective. Your mattress measured 3/4" at the deepest point, and was not found to be defective. The foundation was nice and solid, and was also not defective. You reached out again in June of 2016, and we arranged for a second inspection to be done. The mattress and foundation were measured again, and were still not found to be defective. We supplied a foam topper and a lift pad at no charge to try to assist you with your discomfort. We apologize that these did not help to alleviate your concern. When we spoke this morning I reviewed with you the results of your two previous inspections, and the measurements required for a mattress to be considered defective. I also offered you a credit of $150.00 as a courtesy, for you to use toward the purchase of a new mattress. You declined this offer, stating that you wanted 50% of what you paid for the entire order. We feel that our offer is fair, and will stand behind it.Should you change your mind and decide to accept this offer, simply contact us again at [redacted]. Your account will be noted accordingly. I'm sorry that we were unable to agree on a resolution, but hope that you'll reconsider as we do appreciate your business.
Good morning [redacted],
I've attempted to reach you by telephone to discuss this situation further, but have not received any return calls from you. We are truly sorry that you're experiencing issues with your new mattress. Though the inspection company does not service the Vineyard, I'm confident...
that we'll be able to work with you to resolve your concerns. Please contact us back at your earliest convenience so that we can have you send in some photos of the mattress. I've noted your account so that anyone will be able to assist you. As the manufacturer has specific requirements that must be met to determine a defect, we'll need to go over this with you in detail. We look forward to speaking with you and working to restore your faith in Jordan's.
Good morning, and thank you for allowing us the opportunity to review your situation further. I was able to locate your original purchase from June of 2013 using the information you provided. Per the terms of the warranty set forth by the manufacturer, the mattress must be free of any stains in...
order for the warranty to remain intact. You contacted us on December 1st to report that you were experiencing a sag in the mattress. Our bedding services representative went through a series of questions about the mattress, foundation, and frame to help to identify the cause of the issue. The last question, and one of the most important, was whether or not your bedding was stain-free. You advised us that your mattress did not have any stains on it. The independent inspection company went to your home on 12/15/16 and viewed your mattress, foundation and frame. He took measurements of any impressions in the mattress and foundation, and took photos of these measurements. He also took photos of the overall set up, and submitted all of the data back to our bedding services team. In reviewing the photos, it is clear that both sides of the mattress have several stains on them. This alone has voided the manufacturer's warranty.You mention that you used a mattress protector on the bedding to prevent this issue. In reviewing your account, I do not see that one was purchased with your order. If you purchased one from another retailer and have been using it faithfully, I would suggest that you contact the manufacturer of that product to see if they offer you any recourse. Unfortunately we are unable to move forward with your mattress claim as the warranty has been voided. Should you wish to discuss this further, you can reach a bedding service representative at [redacted] ext. [redacted].Thank you for shopping with Jordan's Furniture. [redacted].Customer Advocate
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.
A 70% credit will not suffice, shouldn't have to pay the full amount and not get full amount back in refund if unsatisfied with the product, chair should not be making noises a month after buying it and continue to make creaking noises 6 months later, its a chair that is supposed to be sat in so its should be comfortable for more then just 6 months
Regards,
[redacted]
Good morning,On 11/18/16, Jordan's Furniture received a purchase order from [redacted] to order replacement parts for your bonded leather chair and bonded leather sofa. This order was placed with the vendor on that date. A Jordan's Furniture representative, [redacted], contacted you via telephone...
to advise you of the parts that were being ordered on [redacted] behalf. [redacted] explained that the vendor’s lead time for part arrival of 5-7 weeks. He also advised that these parts would ship to your home and once received; you would need to contact [redacted] to advise them you have received them so they could assign a work order to a repair company to install these parts.On 12/7/16, Jordan's Furniture shipped the parts to your home in Stoneham via [redacted]. Once they were received, [redacted] was to be contacted by you so they would know to issue the work order to a repair company.As [redacted] is the protection program carrier, all claims and repairs must go through their claim process.You contact us on 12/27/16 via email reporting that you received the parts in 2 weeks prior and have not had any follow up. [redacted] contacted [redacted] on your behalf to advise them that you had received the part. [redacted] assigned a company called All Furniture to perform the installation of the parts and the company should be in contact within 24-48 hours. [redacted] left a voicemail on this date advising you of this information and also with All Furniture’s telephone number in case you needed to follow up with them on scheduling.A Jordan's Furniture representative, [redacted], contacted [redacted] to look into this further. [redacted] had authorized All Furniture one hour to complete the installation. All Furniture advised [redacted] that additional time would need to be authorized to complete the installation. [redacted] then assigned the work order to a company called [redacted] and authorized them 4 hours labor to complete the installation. [redacted] was assigned to you on 12/31/16. [redacted] contacts customers within 7-10 days of receiving a work order. As of today, 1/7/17, it is still within the 7-10 days’ time period.As [redacted] is the provider of the protection program, replacement of the parts ordered on behalf of [redacted] must be installed by a company authorized by [redacted].If you have any questions, please contact us at [redacted].Regards,[redacted]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 # [redacted]. Please add your rejection comments below. Regards,
[redacted]
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.
We took delivery on Sept 11. We noticed the sagging on Sept 21. We called to cancel another order unless they fixed it on Oct 2. They came by the first time on Oct 9. The repairman's response was "they don't make them like they used to",and "call every month if you like to reinforce as you have a year warranty". So 10 days we noticed sag, we went on vacation for 6 days,and we called 21 days after receiving couch.And repairman came out 28 days later. So all of this happened in less than a month I weigh 167 lbs,my wife 115-120. We want it fixed .
Regards,
[redacted]
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].
I have already called the customer service line to see about this fee and was told there was nothing they can do. While I understand the signed agreement states this, it is worked in with a large amount of other data. Coming from someone who works in customer service I think it is dishonest to not have this fully disclosed during the sales process. Again, this is coming from someone who wants to continue to provide business to the organization and make a purchase worth more than the initial. Keeping that in mind I think waiving this fee as a one time exception benefits both parties here.
Regards,
[redacted]