M Jacobs Fine Furniture

Complaint: [redacted] I am rejecting this response because: Thank you for your response Although I am not entirely rejecting MrS [redacted] proposal, I do have some concerns [redacted] indicates in her response that MrS [redacted] "has asked the service department to work with the factory to get parts at no charge for the customer Order is pending, manufacturer to advise if leather parts are available." How exactly will they replace parts of the couch and loveseat? In addition, since this was a "known glue issue," how [redacted] will it be before the leather on other parts of the couch and loveseat begin to peel away, and when and/if that begins to happen, what then will be my recourse? It seems like it starts as a line and then spreads rather quickly We have started sitting on dining room chairs and other furniture to try to prevent the further spread of this "disease" Further, just as a matter of record, I would have never considered paying for parts and repair on a "known issue" for any product I purchased If a product has a "known issue," it should not be sold, it should be pulled and returned to the manufacturerlet them deal with their own garbage Thank you.Sincerely, [redacted] ***

This customer ( [redacted] ) was given a replacement box spring in which she picked up at our warehouse Thank you, TraM [redacted]

We have been in contact with this customer times. All fabric and leathers have a year warranty whether they are rub or 35,rub. This is the cover which the customer selected years ago when making the purchase
We have been in contact with the Flexsteel Factory,
they have agreed to pick up and recover the items at half of cost of fabric picked, and the customer would be responsible for the other half The customer would need to go into the M Jacobs store in Bend to select the fabric
We in the M Jacobs Service departments have gone out of our way to try to appease this customer. We will now have to send a crew and truck to pick up the furniture get it sent to the factory, then re deliver to customer when it is recovered, this is all at a cost to the M Jacobs Stores.
Thank You,
Shari D***
M Jacobs Family of Stores
Service Department

Complaint: ***I am rejecting this response because:
Thank you for your response. Although I am not entirely rejecting MrS*** proposal, I do have some concerns. *** *** indicates in her response that MrS*** "has asked the service department to work with the factory to get parts at no charge for the customer. Order is pending, manufacturer to advise if leather parts are available." How exactly will they replace parts of the couch and loveseat? In addition, since this was a "known glue issue," how *** will it be before the leather on other parts of the couch and loveseat begin to peel away, and when and/if that begins to happen, what then will be my recourse? It seems like it starts as a line and then spreads rather quickly. We have started sitting on dining room chairs and other furniture to try to prevent the further spread of this "disease". Further, just as a matter of record, I would have never considered paying for parts and repair on a "known issue" for any product I purchased. If a product has a "known issue," it should not be sold, it should be pulled and returned to the manufacturerlet them deal with their own garbage. Thank you.Sincerely,*** ***

Complaint: ***I am rejecting this response because:we did receive another chair, the first one was used and have alit of pictures to prove itThere was never one bad word used to the receptionist You are using that as an excuse to try and cover up sending us a well used chair the first time The second chair looks new but was not in the box that belonged to the chairI have pictures and documentation of that as wellI was yelled at by a lady named sherryWe had her on speaker phone and had people listening in to her conversation Your company does not treat people well But yes we did get another chairBut I will not let you tell me we used foul language of any kind to your employees I should have just taken this to small claims courtIf I can send pictures to you ( Revdex.com) you would see they sent us a used chair And argued to no end that it was not.Sincerely,*** ***

Complaint: ***I am rejecting this response because: I went to pick it up and it looked very flimsyIt wasnt an equal quality box springs that they btokeI
said if I took the box would I be given a month warantee because it had thin cheap looking boards on itAlan told me noHe said its freeWhat more do you wantMy broken box spring still wouldve had years warranty if their installers hadnt put it on a frame that didnt have its middle supports unextended/not properly installedThen he told me to talk to someone else and slammed the garage door shutThey still have the cheap box springWe left my husband and empty handed because it wasnt equal in value with what they brokePlain and simpleSincerely,*** ***

Complaint ID: ***Warranty on leather expired 3/3/2014. 01/08/Customer was informed parts and repair may be available to them on a charge basis for leather issues. Customer stated they needed to discuss and would return a call to us if they would like to move forward on
the claim. We did not receive a call back and the claim was placed in pending customer call back. Customer mailed a letter received 5/25/Michael S asked that the service department work with the factory to het parts at no charge for the customer. Order is pending, manufacturer to advise if leather parts are available

The customer's chair has been exchanged. 
M. Jacobs would like to state that the chair was brand new in a box.  The box had damage to it, as stated to the customer when they called in to report there dissatisfaction. The owner called the customer as M.Jacobs will not condone abusive...

and/or offensive language that the receptionist received after the chair was delivered.  Our departments have procedures and we were unable to give the customer what they wanted at the moment they called. We are pleased to say that the chair was exchanged.  Thank you.

This customer ([redacted]) was given a replacement box spring in which she picked up at our warehouse.
 
Thank you,
Tracy-Jo M[redacted]