This business is not BBB accredited.

J R Furniture USA Inc

Additional Locations

Phone: (877) 573-8764 Fax: (206) 575-1460 View Additional Phone Numbers 1201 Andover Park E Ste 103, Tukwila, WA 98188 View Additional Email Addresses http://www.jrfurniture.biz View Additional Web Addresses


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers furniture sales.


BBB Accreditation

On 9/14/2016 this business's accreditation in the BBB was revoked by the BBB's Board of Directors due to its failure to adhere to the BBB requirement that Accredited Businesses meet and abide by the following standards:

  • 6. Address marketplace disputes quickly, professionally, and in good faith.
  • 6A. Promptly respond to all complaints forwarded by BBB by:
    1. Resolving the complaint directly with the complainant and notifying BBB, or
    2. Providing BBB with a response that BBB determines:
      • is professional,
      • addresses all of the issues raised by the complainant,
      • includes appropriate evidence and documents supporting the business' position, and
      • explains why any relief sought by the complainant cannot or should not be granted.

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for J R Furniture USA Inc include:

  • 48 complaint(s) filed against business
  • Failure to respond to 1 complaint(s) filed against business
  • Length of time business has been operating
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

48 complaints closed with BBB in last 3 years | 18 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 2
Delivery Issues 11
Guarantee/Warranty Issues 3
Problems with Product/Service 29
Total Closed Complaints 48

Customer Reviews Summary Read customer reviews

5 Customer Reviews on J R Furniture USA Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

BBB file opened: February 17, 2004 Business started: 05/01/1992 Business started locally: 05/01/1992 Business incorporated 05/29/1992 in WA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Oregon Secretary of State Corporations Division
255 Capitol St NE Ste 151, Salem OR 97310
http://www.sos.state.or.us
Phone Number: (503) 986-2200
corporation.division@state.or.us

Type of Entity

Corporation

Business Management
Mr. Paul Rai, President Mr. Roop Rai, Principle Ms. Pinky Sidhu, Office Manager
Contact Information
Principal: Mr. Paul Rai, President
Business Category

Furniture - Retail Furniture Stores (NAICS: 442110)

Hours of Operation
Monday - Sunday 10am - 8pm

Customer Review Rating plus BBB Rating Summary

J R Furniture USA Inc has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of D.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1201 Andover Park E Ste 103

    Tukwila, WA 98188 (503) 982-8898 (503) 968-8898 (503) 591-8898 (503) 491-8898 (425) 776-1499 (360) 734-8000 (503) 289-6888 (253) 588-8880 (604) 591-8888 (877) 573-8764

  • THIS LOCATION IS NOT BBB ACCREDITED

    14255 SW Pacific Hwy

    Tigard, OR 97224

  • THIS LOCATION IS NOT BBB ACCREDITED

    19220 33rd Ave W

    Lynnwood, WA 98036

  • THIS LOCATION IS NOT BBB ACCREDITED

    19220 33rd Ave W

    Lynnwood, WA, WA 98036

  • THIS LOCATION IS NOT BBB ACCREDITED

    208 Maurin Rd

    Chehalis, WA 98532

  • THIS LOCATION IS NOT BBB ACCREDITED

    2402 84th St S

    Lakewood, WA 98499

  • THIS LOCATION IS NOT BBB ACCREDITED

    3776 Pacific Hwy

    Hubbard, OR 97032

  • THIS LOCATION IS NOT BBB ACCREDITED

    40 NW Burnside Rd

    Gresham, OR 97030

  • THIS LOCATION IS NOT BBB ACCREDITED

    4190 Cordata Pkwy

    Bellingham, WA 98226

  • THIS LOCATION IS NOT BBB ACCREDITED

    6101 SE Tualatin Valley Hwy

    Hillsboro, OR 97123

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a chest 6/18/2016 for delivery on 6/25/2016 & were charged $383.20 on 6/18. 6/25/16 the chest was delivered but appeared used & had 3 deep scratches on top/edge. Therefore, we refused delivery. I called the store while the delivery team was still @ our home & spoke to sales rep, Ms C*****. She indicated she would have Joanne the customer service rep call on Monday 6/27 to arrange redelivery of a new chest. When Joanne never called, I contacted her. Joanne indicated she would call me on Tuesday when the shipments arrived in the warehouse to confirm stock/redelivery time. When I never heard from her, I called on 6/30. In this instance, she indicated "Honey, don't worry I am taking care of this. I'll have the new chest delivered on Saturday 7/2." I indicated we would be out of town for the 4th of July. Therefore the chest needed to be delivered 7/9/16. Once again she agreed to call me the following week to confirm availability/delivery time. On 7/8 @ 5:00 pm since no one called I contacted the store again & spoke with Ms. C***** who indicated Joanne was on the phone, but that she'd (Joanne) call me back in 15 mins. When 6:00 pm came/went & I still had not heard back from anyone I was extremely upset & called again. This time I asked to speak with a manager & was told (by Joanne) that a manager was not available. I told her I was extremely upset and that we were "done & just wanted a credit & forget delivery all together." Once Joanne found out who I was & why I was cancelling she lied & claimed she had left a message. I confronted her indicating I have a call log on my phone along with voice mail & no calls were ever received by JR. She then actually laughed & said, "I can't believe you're acting this way! I just spoke with you a few days ago." I told her the level of service received & her attitude were entirely unprofessional & again cancel delivery, but she disregarded my direction & tried to redeliver on 7/9. No credit has been received even though delivery was again refused.

Desired Settlement: We would like our credit card to be credited immediately for the entire balance of $383.20. The quality of the merchandise was horrible and the customer service experience even worse.

Business Response: THE CUSTOMER WAS REFUNDED BACK THE ENTIRE AMOUNT OF HER C/C ON 7-21-16

8/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 28th I ordered a Stanton sectional and Chair. I was told 6-8 weeks or probably around the 6th of May. Around May 1st, I called to check on the order and was told that the order had not been pushed through because the fabric for the chair(different from the fabric on the couch) had been on back order. No one called us about this and we were completely in the dark until WE CALLED THEM. We tell them to push the couch through and we will wait longer for the chair. They say around May 18th for the couch. We did not receive the couch until May 28th and only after several calls. Then we finally receive the chair on June 11th except without the pillows of the same fabric as the chair. We were not told the pillows were not being delivered when delivery was set up the night before. I call after the chair is delivered and I'm told the fabric is on back order again and that we were told that the night before. We certainly were not told that! I contacted Stanton(who will be getting there own BBB complaint) and was told the pillows would not be ready until early July and if I wanted pillows now in a different color then I should do that. What about the pillows I ordered in MARCH? This has been nothing short of painful. I have wasted an immense amount of time and energy on this. I guess $1600 in cash gets you a headache. This place doesnt call you and let you know what is going on and just expects you to call them and find out what's going on.

Desired Settlement: I want 20% back of my total given for this hassle. I think J R Furniture should have to eat cost because of the pain and hassle you have put my family through. If that isn't to their liking, they can come get the furniture with a full refund in their hand while taking their furniture away with no cost to me

8/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They will not return or even exchange furnitures that are on promotion. Customer service lady is not customer friendly. We needed to exchange/return two of the furnitures because one of them did not match the color with the office table. The other furniture piece which was worth more than $750 did not fit our entrance area and now that cabinet impedes our entrance so much that I am forced to go through our garage...They cannot exchange or return because it was on the promotion and that it was a "Free" furniture. They did not give us a warning about strict return/exchange policy before the purchase.

Desired Settlement: We just want to exchange furniture that fits in our entrance way.

Business Response:

Sorry we can not take back an item that was special order, we simply cannot take it back the customers responsibility to measure the space the item or items need to be placed before purchasing.

7/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased dining room furniture on 4/12/2016 for $2,870.43. On 4/13/2016 we canceled that order due to bad reviews. JR furniture's policy is that you cannot cancel after the three days so we made sure to cancel on the 4/13 /2016 & called JR;s they stated we could not cancel because the manager was not there. We called visa and started a dispute and were credited back our $2870.43. On our June 21st visa bill we were charged $574.00 for canceling our furninture on the second day of purchase. This furniture did not have to be restocked. They are continuing to use our visa we no permission or explanation of charges we do not owe them anything and want the $574.00 paid this is terribly wrong what can we do?

Desired Settlement: We want the $574.00 bill to be taken off our visa payment alsot to warn consumers about JRFurniture in Lakewood WA about their unethical practices.

Business Response: The customer was charged a 20% restocking fee for the cancelation of the order as stated on the policy agreement that they signed.  We received the product for the customer the day after they ordered it and it has been sitting in our warehouse for them ever since.  The policy clearly states that all orders that are cancelled are subject to a 20% restock fee.

Consumer Response:
Complaint: ********

I am rejecting this response because: The furniture was not ordered it was on their show room floor we paid for it and called the next day to cancel. The next day we checked on the internet and found 40 some bad reviews so we decided not to take it. We called the furniture store to cancel our order we wanted to cancel on the second day because their policy stated you cannot cancel after the third day. The store said  they could not cancel we  would have to wait until the third day because the boss was out. We said no because your policy states we cannot cancel after the third day so we called visa and won that dispute. We paid for this furniture on 4/12/2016 at 3:59PM and on 4/13/2016  we are being charged $574.09 for restocking something that was never orderded. This is not fair they are unethical and totally in the wrong we deserve our money back!    

Sincerely,

***** ********

Business Response: The product was ordered as we do not sell our floor models.  It is sitting in the warehouse waiting for this to be resolved.  It clearly states on the policy sheet that was signed by the customer that all orders that are cancelled will receive a 20% restocking fee.  We have not charged the customers credit card anything as we don't keep the credit card numbers.

Consumer Response:
Complaint: ********

I am rejecting this response because: I canceled the order within 24 hours we ordered at 3:30 on 4/12/2016 and canceled the next on 4/13/2016 day how could JR Furniture possibly have had the furniture in storage, they are not being truthful!! I cannot beleive we were charged $574.09 when their contract states you cannot cancel after the third day it is my understanding it iis law that you have the right to cancel withinn 24 hours. This is absolutely wrong and unethethical We are totally being ripped off by this furniture store again what is the next step we can take to stop this from happening to anyone else? 

Sincerely,

***** ********

7/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered on June 5th 2016. Was told it would be delivered June 22nd delivery window (5-7 pm). Delivery never shows, I called at 7:00 and they said they tried to deliver multiple times (I was home since 2 pm). They wouldn't deliver that night, they also couldn't deliver the following day, it would have to wait until June 24th. Workers show up on the 24th, sectional couch was in the wrong configuration. Called and spoke with Antonio. Told me he had the correct configuration in stock (lie) and it would take 45 minutes to get the right one to me, he then changed his mind and said the one in stock wasn't right either. I told him to cancel the order. He said he wasn't authorized and we could use the wrong couch for the weekend. I declined. He said the sales person (Jonathan) would contact us the next day and that we would have the correct configuration at the latest Wednesday. I was adamant we just get a refund. He eventually hung up on me. Jonathan calls me the following afternoon and says he can have it by Thursday June 30th, even though Antonio promised Wednesday at the latest. I call, Wednesday June 29th to see if everything is going to plan. Jonathan tells me, I'm not on the delivery schedule for tomorrow (might be next week he told me), then he changed his mind and said I was on the schedule. Says the couch they have in stock is right this time. I send a picture and ask them to verify its the same configuration. He receives it and tells me its not right again. He tells me again, that we can have the wrong config and he'll have the correct one next week (July sometime). I tell him I want to cancel. He says only Antonio is authorized to cancel (the guy that told me he wasn't authorized to cancel the previous week). I have documented their interaction in much greater detail. This is just a brief summary of the things that have gone wrong.

Desired Settlement: Full and complete refund of $934.95

Consumer Response:

Hello,

This is ***** *******

Thank you for your assistance in this complaint.

Anita (or Bonita?) from JR furniture in a different location was able to secure a sectional in the correct configuration from the store in Gresham. Why the Hillsboro store wasn't able to do this? I still dont know. I'll consider the matter resolved.

Thanks,

*****

6/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint falls under both delivery issues and customer service issues. I went into JR Furniture on May 26th, 2016 and purchased in full a couch and love seat set. I told the salesman that I needed it delivered on June 6th, 2016 because i would be out of the country until that date and he promised me that I would get my delivery on that date since it was so far out. I go on my trip and when I get back to the states on June 4th and I see that I have two voicemails from JR trying to schedule my delivery, so I call them immediately and get told that they could not confirm my delivery because no one in the store could do so on the weekend. Seemed strange to me that no one could confirm or schedule a delivery on a weekend knowing that in retail most of their business is done on the weekend. So I wait and call them again Monday, June 6th. Once i called they confirmed my delivery for that night between 4-7pm. About an hour later they call me back and say that my furniture is not in their store and I would have to wait until June 14th for delivery. Where did it go? I told them that was not acceptable and told them that they promised me my furniture on that day and they needed to do something about it. The salesman then repeatedly hung up on me and i had to call them back 3 times to get another person on the phone. I asked for the manager but they said he would not be in until June 8th so I then called their corporate office. Corporate then said they could not do anything and took my number for the manager to call me June 8th. I was never contacted and called again on June 8th and the manager was not there. I then called again June 9th and the manager was not there and has still yet to contact me. I told the store that I either wanted my delivery for free or a refund since the delivery was botched and I have received horrible customer service but they said that only the manager could do this and he seems to be non existent. I was also told that a refund could take weeks

Desired Settlement: I would like free delivery of my items or the items to be discounted for being so late, the awful customer service and the hoops I have had to jump through to get my furniture or I would like a full refund and for it to be done in a timely fashion because I need to get furniture from elsewhere if I have to get a refund because my wife and I are tired of sitting on the floor in our home.

Business Response: We are sorry for all problems with the order and delivery the delivery was done for free no charge on Wed June 9th.

6/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We got a sofa and loveseat set from this store, upon delivery we found that: 1 - The two items have different colors 2 - They are different from the set that we saw in the store. We went to the store saying that we want to get a matching set that is the same as the displayed set, since this is what we have chosen. They offered to replace the loveseat that we have with another one that matches the sofa that we have, but we said no, this sofa is not what we want, we just want the same one as the displayed set. The manager of this store talked to us in a very rude way and he kept saying I don't have time for you, I will just give you a matching set, I will not do what you want. Then he said the only thing that I can do is to give you the displayed set itself. That's really didn't make sense to us, they are offering us a used sofa for the price of a new one. In order to get out of this situation and not deal with this rude manager anymore we said we can take this used sofa but for a lower price, they refused and the manager kept talking in a rude way again. At the end we took the displayed item because we didn't have any other option.

Desired Settlement: We want a brand new set that exactly matches the one we have chosen in store or they have to give us 300$ back since we ended up taking a used sofa. Also this manager should apologize for the way he dealt and talked to us.

Business Response:

There was a dye-lot issue with the set not matching from the first delivery. We did rectify the issue and delivered a new matching set to the customers home in the color they had wanted. The sofa/loveseat delivered the 2nd time did not come from our floor display. There is no further discount we can offer.

Consumer Response:


Complaint: ********

I am rejecting this response because:

We are 100% sure that at least the sofa that was delivered the second time was the displayed sofa, it has a small cut that we saw in store and one side of the sofa is lower than the other one from the usage. 


***** ***

6/1/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I bought 2 set of beds for my kids and the sales agents told me that everything in front of us was included and I repeated in front of my wife that everything is included she said yes . then we finalized and process the financing paper work . today when the delivery people came in my called me and told me that the order was missing one item from each order . when I called them they denied that it was included .

Desired Settlement: please have them complete my order

Business Response:

The General Manager, which helped the salesperson write up the order, the chest was not part of the order.  The sales tag on the furniture say's 4-pc set

which included the bed, dresser, nightstand, & mirror.  The customer signed two different sales order forms, neither one has the chest on the paperwork.

 

Consumer Response:


Complaint: ********

I am rejecting this response because:

Sincerely,
Right before we buy we told the agent to go ahead and show us which pieces are included she showed us all saying that it was a special . 

Also after the deal the charged us 75 dollars which I found before leaving and I thought that they had a good intention and it was a mistake 
***** ****

4/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday April 16th we purchased a sofa love seat for our Daughter at $666.00 Invoice number *******. The salesperson was great stating we have a bunch of those in stock and we arranged delivery. No mention was made of return timelines or fees. and we signed for delivery and the sofa set. The next day learning our daughters boyfriend had already purchased a sofa we decided to cancel our order. We were under the impression the store was closed Sunday due to the fact the stock hours were scratched off the front door for Sunday, that was an incorrect assumption. We called in what we thought to the earliest time Monday at 10AM and informed them of our decision. The time we assumed them to be open at that point was 5 hours after our purchase in fact it was 13 hours. We were told they were having computer issues and after two days of calls to make sure it was ok we got a call about their 20% restocking fee. The sofa wasn't a special order nor was it restocked, the explanation was that that had a huge run on that set and had to order more so wed have to pay the restocking fee. We maintain this is an unacceptable fee.

Desired Settlement: We would like the 20% restocking fee returned.

Business Response: I have instructed my corporate office to issue a complete refund of $736.90.  Thank you

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******

 

 

4/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a recliner and a coffee table and were told the recliner was in but the coffee table was 2-3 weeks out. We went and picked up the recliner on 1/23 after placing our order. We waited 2 weeks and heard nothing so we called the ******** distribution center and was told it wasn't in and they weren't sure when it would be in but we could call back in a week. We called in another week and got the same answer. At that point it had been 3 weeks and we had no answer as to when we could expect our purchase. After 9 weeks we had heard nothing and called the distribution center again to be told it was there and waiting for us. (Although again, no follow up or phone call of any kind) My husband made a second trip to Chehalis to go and pick up the coffee table. When he got there they loaded it and that was that. No apology for the delay or not giving us a phone call. When my husband opened the furniture when at home he noted damage to the bottom corner (chunks of wood broken off) and marks on the top of the table and metal bindings had chips. He called the distribution center again who didn't care and told them it wasn't their problem and to call the store. He called the store and got a hold of the store manager Kristin. All she did was quote store policy, let us know that we can drive back to the distribution center and return the table (3rd trip) and then they would order another table for us to pick up (4th trip), Of course, since this was such a bad experience from the get go my husband asked for them to deliver and she just said you can pick up in Chehalis or pay the $100 for the delivery fee. When I asked to talk to her boss she wouldn't give me his name and told me to google it. When I asked for her to just cancel the order and we didn't want to wait another two months and drive 5 times to Chehalis she told me we couldn't cancel it and if we came to the store they would refuse to accept it.

Desired Settlement: I want to return the damaged table and have a full refund. I'd like reimbursed for all of my time and trouble and gas but just getting refunded for the damaged table would be the minimum.

Business Response: This customer picked up their furniture which means they have to pick up the new and return the damaged.  They were given a choice of three warehouses to pick up from, not just one. The table is on order and the customer will be called when it comes in.  They will then have to choose one of the three warehouses to pick/drop off up from.  We do not cancel orders that have already been fulfilled.

3/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a couch and mattress fornpickuo. We're told we had to wait for mattress. Received a call to pick it up and we're told we couldn't pick it up on that day. Came back and the mattress was missing. Received the couch only to find it was missing pieces and was incorrect item. Asked for a refund on the order and was told they could not offer a refund and that we were stuck with the order. Afterwards they stated we would have to pay for the mattress to be delivered. When we refused and asked again for a refund, we were told this was a custom order and they could not offer a refund. They stated that they would find our order and deliver it Friday at their cost but would not refund us as no one in the company was able to do a refund.

Desired Settlement: Would prefer a refund if possible as they have poor business practices.

Business Response: The customer now has the product.  We do not take things back and issue refunds after the product is in the home.    We have certain pick up hours which are posted both on our counter and on the wall behind our counter; we will not do load outs on days that the warehouse is not open.  This customer was taken care of by getting a free delivery.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****

3/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered mattress set and paid in advance. Six days later I received call to pick up. I rented trailer and disposed of old mattress and went to pick up the new one. I signed for pick up and backed up to loading dock and dock hand and I loaded new mattress in trailer. I informed him i had also ordered a box spring, and he told me I had not. I stated i did and he told me it was not his department and walked off. I went to the front counter again and told the sales rep on duty that i was short a box spring and we needed to figure out what had happened. She told me i had ordered a mattress only, and i disagreed telling her that I had worked with another person and had been assured that i was getting both pieces that i needed. I asked to speak to the manager and was told he was gone. I asked for a corporate contact and she refused. I ended up paying for a new box spring that they had in stock because i needed one. After paying, she told me i needed to sign the pick up for stating that I accepted the merchandise. I read the form and told her I still wanted to talk to the manager and was not going to sign the form until i talked to him because by doing so I was agreeing to a 20% restocking fee if I decided not to keep the box spring after our discussion. She then yelled to the dock worker to unload the box spring and stormed away saying "I don't have time for this ***** I was amazed to say the least, and i followed the dock worker to my truck and trailer. Upon arriving at my vehicle I told him i was not going to deal with them any more and leave it. I showed him my receipt for payment and said we were done. He told me to go sign their form and i refused and left. When i got home the sales associate called and told me if I did not come back and sign she was going to call the local sheriff and tell them i had taken a swing at their dock worker. This was completely untrue, and i had a friend with me to witness. I called the sheriff office immediately and made my report.

Desired Settlement: Written apology from business manager and correctional action taken towards the sales representative. I want the owner of the business to contact me and explain how in the world this could happen and what they are offering to make amends. I feel that her actions were completely unacceptable and possibly illegal.

Business Response: On the original paperwork, which the customer signed, only the mattress and not the box-spring was sold to the customer.  When the customer came to pick up the mattress, he said that he ordered a box-spring. Michele then explained that he didn't pay for a box spring and that we would give him the maximum discount of 20% off.  During this time the warehouse man loaded up the boxspring into the customer vehicle.  The customer refused to sign the delivery slip and Michele told the W/H guy to unload the box spring.  At that time the customer took a swing at the W/H guy.    Though out the entire exchange the customer was swearing and cursing.   

3/1/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I got the run around from JR Furniture today. they were suppose to deliver my paid couch set and never did after talking to them on the phone 3 times being promised it would be here today. It was scheduled but never showed. The first scheduled time was suppose to be between 10 am and noon. Never heard from them so I called and they changed the delivery time to between 4 and 6 pm. because they say they made a mistake or typo on my phone #. Again they didnt show in that time frame so I called again and they said they guarantee it will be here tonight. Never received my furniture as I waited all day with their promises it would get here. This was a scheduled delivery that never showed. Its now 10:38 pm. I talked to them 2 days before delivery to confirm the day and time. Theres no excuse for such bad customer service.

Desired Settlement: I want my furniture delivered on my time now for the inconveinance and frustration they put me thru, and whatever else needs to be done for this not to happen to anyone again.

Consumer Response:
Better Business Bureau:

JR Furniture is now suppose to deliver my furniture this morning between 10 and 11am. I will contact you again if this doesnt happen. Thank you  ****** *********

My furniture arrived today @ 11:30 am. As far as I know all is now good and resolved.  Thank you again. ****** *********


Sincerely,

****** *********

2/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a sectional sofa from JR Furniture in ******** ** on 05/26/2014 with warrantee protection for five years, my couch sank in down the middle and I called in to file a repair claim. I was told that frame damage is covered under the warrantee, a technician was sent out to look at my sofa and said that there was frame damage and he was not able to fix it. He told me that because he couldn't fix the sofa my warrantee will cover a replacement or a refund so that I will be able to get a replacement for my broken sofa. I was told to call the office of Saw Enterprise and they will be able to tell me the next step of getting a replacement, when I called them, they transferred me to GBS Enterprises and I was told that I cant get a replacement because its not frame damage its deck damage. I don't know what deck damage is on the sofa and when the technician came out he told me it was frame damage. I spoke with Mike D***** the supervisor at GBS Enterprises and he insisted that it was not frame damage its deck damage therefore they don't have to fix or replace it. I called Saw Enterprises again and spoke with Amanda the supervisor and explained what happened with GBS Enterprises and she said that she cant do anything with GBS Enterprises decision, I told her that her technician told me that we will get a replacement because its cover by my warranty to which she proceeded to tell me that he had no right to say that and as a matter of fact he no longer works there so there's nothing she can do. I then called JR Furniture and told them of my situation and that the warranty didn't cover deck coverage to which they answered by asking me "what is deck damage on a sofa?" It seems to me that GBS Enterprises doesn't want to cover my frame damage to the sofa and they are just renaming the frame damage to deck damage so that they are not liable to replace it.

Desired Settlement: It seems to me that GBS Enterprises doesn't want to cover my frame damage to the sofa and they are just renaming the frame damage to deck damage so that they are not liable to replace it. Saw enterprises doesn't want to take responsibility for telling me that my sofa will be replaced and said the technician no longer works there so they are not liable for what he did. JR Furniture sold me a warranty assuring me that damages will be covered or replaced and when contacted with the issue they didn't even know what the warranty company was claiming not to be frame damage. I would like my sofa replaced or receive a refund because I was told I have frame damage by the technician and the insurance company is claiming its not frame damage its deck damage and I never heard of something called a deck on a couch neither has JR Furniture. I purchased the coverage being assured that it will cover damages, I would like to receive a refund or a replacement.

Business Response:

The above consumer filed claim #***** on 1/4/16 for possible frame damage to their sectional.  Frame breakage is covered under the protection plan they purchased.

We dispatched a technician and were advised that there was no frame breakage rather it was a bent spring and spring cage.  This is not covered under the protection plan.

 

 

Janie C********

Sr. Call Center Manager

GBS Enterprises / GBS Warranty Services, LLC.

Business Response:

We are sorry that the extended 5 year extended warranty is not covering the issue. And the factory warranty is expired, but to go beyond that to try and  help out the customer we are going to send our service tech our to her home to repair best as possible.

1/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The 3 piece living room set I purchased was damaged when it was unpacked. The store sent a technician out to my house to fix it. He could not. He told me to contact the manager of the Lakewood store to request a replacement. When I contacted the store at the email address they provided me, I was told in the response by the manager Kristen, " Jr Furniture Tacoma 12/29/15 (10 days ago) to me I will request the exchange and call you when we can schedule the delivery. It will be next week some time before it will be to the delivery warehouse. To me this means they will schedule to have a replacement delivered to my house to replace a damaged item they could not repair. The manager then called and told me I would have to bring in the damaged sofa to the store to pick up my replacement unless I wanted to pay $79 for a delivery fee. I do not believe that is a correct representation of the email I received from them stating the would schedule the delivery of the sofa replacement.

Desired Settlement: I would like the manager to live up to what she put in writing that she would deliver the replacement. I should not have to pay for the gas and time to take the damaged sofa into the store when the goods they sold me were damaged and they could not repair it.

Business Response: This product was fixed by the technician but the customer was not happy with it.  So, we told him we would exchange it for him.  Since the customer picked up his purchase, he is responsible for bringing the damaged one back to us and picking up the new one.  We can deliver for $79 as the customer has been told. 

Consumer Response:  
Complaint: ********

I am rejecting this response because: their technician did not fix the problem. He could not. I am only asking for the replacement since he could not fix it. If he could I would have kept the current item. The store manager said she would schedule delivery which is a written guarantee that they would deliver the replacement since they could not fix/repair the current piece.

Sincerely,
****** *******

Business Response:  Again, since it was picked up the first time it must be picked up the second time or they can pay the outside delivery crew to deliver/pick up the replacement for the $79 fee.

Consumer Response:
Complaint: ********

I am rejecting this response because: I do not believe this is an amicable solution.  The store manager wrote in her email that she was scheduling delivery.  She obviously knew before writing that email that I had not paid for delivery.  So lying is an approved practice? I believe the store should live up to what the store manager wrote, she should be the one paying the fee if she can't manage better than that not me.  And lying that the technician repaired/fixed the item is another show that she is trying to cover up to her corporate offices what exactly happened.  

Sincerely,

****** *******

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I don't even know where to start. There are so many issues. In mid to late 2012 we bought a sectional from JR Furniture ******* Location. Within the month, stitching starting coming undone. After the guy coming out numerous times to fix it, I stopped calling about it because it never held up. After 1.5 years, The underneath completely ripped. It was replaced. This was in Summer 2014. Fast forward to Now, December 2015, the SAME piece is having issues. The spring on one side of the couch for the footrest was put on too tight so it comes undone when trying to use it. The maintenance guy came, looked at my couch, and told me it was broken and he couldnt fix it. This was after waiting 3 weeks for my appointment in the first place. Fast forward to today, I have called because we never heard anything about replacement. We were told this was not under ordinary wear or tear so it wasnt under warranty. Even though this is clearly a manufacture defect found when my own HUSBAND looked under the couch to figure out how to fix it. Behold. my husband fixed the couch! I have asked to speak to the general manager 2 days. I received a call and was told the service manager spoke to the GM and he said there is nothing he can do since it is out of warranty. How is a 2.5 year old couch out of warranty when we were told there was a 5 year warranty??? We were specifically told by venita (sp) that we should destroy our couch before the 5 year mark and call it in so we could get a brand new couch set before the warranty was over. Now note, this isnt the case that has happened, just manufacture defects and wear from use. They claimed they would do a courtesy replacement because our 2.5 year old couch was out of its 5 year warranty period. To say the least, we will be selling this piece of crap (what couch breaks twice in 2.5 years?) and will be purchasing elsewhere. We will never come back. They have been nothing but a hassle. The other side doesnt latch properly and comes out randomly!

Desired Settlement: I really don't know. The one side of the couch that randomly comes out is risking hurting my child. It has already hit her in the head once. The amount of rudeness and uncaring attitude from the staff makes me believe that absolutely nothing will be done. If I had it my way I would want to return the entire thing for a refund and buy a new couch elsewhere but I know that won't happen.

Business Response: The customer had purchased sectional in August, 2013. We had replaced the sofa in 2014 because it was beyond repair. The customer started having issues with the same piece in September 2015. We had send our technician for inspection. Upon inspection he stated that the sofa had multiple issues and this is something that is not covered under the manufacturers warranty. The customer had purchased the extended warranty which is good for 5 years. According to the extended warranty company if they are replacing a piece than that piece is out of warranty. We have already replaced that piece once and as a courtesy were willing to replace that piece one more time which than they wont have any warranty on the sofa but still have warranty on the other 2 pieces. The customer didn't want the piece replaced. We have tried to explain that once a piece is exchanged than it doesn't have warranty. We are sorry that the customer is having issues but we did everything that we could do on our end.

Consumer Response:


Complaint: ********

I am rejecting this response because: That is completely untrue. I was told if it was replaced again that NONE of our pieces would be covered under warranty anymore. Again, what good is a 5 year warranty if it is not good for 5 years. Clearly you didnt read my complaint.Your technician came, stood in my living room, didn't even LOOK at the parts. Just went "ahuh ahuh" and walked out. Didn't even attempt to look at my couch. My husband on the other hand, turned the couch over and FIXED THE COUCH himself. There is absolutely no reason to replace my couch now. however, When your own service manager is telling us that we should destroy our couches prior to the end of the warranty so we could get a new one! That should have been enough of a heads up that I would be having these issues. Talking in circles, giving vague answers, etc. The spring that was installed too tightly onto the couch is a manufacturer defect that has been fixed by my husband because he is clearly able to do the job that your subcontracted technicians couldn't. 

 

Again, this is absolutely not satisfactory by me. I stand by the resolution I want. I am not okay with a couch that constantly breaks that I paid big money for. 

Sincerely,

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a set of bunk beds (twin/full) with mattresses from JR Furniture on 09/07/15 along with several other items. I was incredibly patient and understanding through all of the many issues but they are unwilling to resolve the problems with the bunk beds. When I called during the week of 09/27/15 I was told it would all be in on the upcoming Friday. I didn’t hear anything so I then called in the following Monday. They then had to check on the mattresses since they hadn’t arrived at JR Furniture. Apparently the mattress manufacturer never received my order which delayed everything another week. Then when I did receive everything, the correct pieces for the bunk beds were not shipped so the delivery men could not assemble the beds. They then had to order the correct extender piece for the bottom full bed, a railing and a bolt that was damaged in the process of the JR employee trying to make incorrect parts work. (He had to drill several bigger holes in the brand new furniture). I am becoming increasing frustrated with all of the problems. Someone would have to come out again once the pieces arrive and fix the beds. It is now 11/11/15 and the replacement pieces for the bunk beds have not arrived. I would like a full refund of the bunk beds and the twin and full mattresses which they have refused and also refused to compromise on as well.

Desired Settlement: I would like a full refund of the bunk beds and the 2 mattresses.

Business Response: According to the paperwork signed at the time of purchase, the company will do whatever it takes to fix the product that is damaged within their discretion.  The store that this bunk bed was purchased from has the parts ready to fix this bed for the customer; but at the customers' request the company has delayed the service to complete this call.  We will complete this service as soon as the customer calls to let us know she is ready.  We do not refund money for product that is and has been in the customers' home.

Consumer Response:


Complaint: ********

I am rejecting this response because:

I emailed JR Furniture within two hours of receiving the latest response from JR Furniture which was sent to be by the BBB. I had not been made aware previously that the the parts were now available. Even though I emailed the company throughout the week Kristen was not able to even schedule or offer any available times that a technician could come out to repair the bed. This is quite unreasonable if they actually have the parts as they are asserting. I am also having an issue regarding a refund. On 10/09/15 I ordered some additional furniture but I cancelled it on 11/08/15 when I was made aware that the furniture had to be made and that there would be no definite delivery date. They have refunded the majority but I am still missing $109.38. On 11/30/15 Kristen confirmed that I was still owed this amount but almost a week later and there is nothing on my card. So here I am 3 months later and I still need the bunk beds that I ordered repaired.

Sincerely,

***** ********

Business Response:

All refunds that were due to the customer have been processed.  We can not and will not refund for the bunk bed.  The parts came in but before taking to the customer we decided to check them so no more problems would arise.  Upon inspection one of the pieces had damage on it.  That piece has been reordered and the customer will be called when that part comes in.

Consumer Response:


Complaint: ********

I am rejecting this response because:

JR Furniture has finally repaired the beds and the $109.38 refund was processed on 12/22/15. With all of the many and ongoing issues that have occurred over the past 4 months I am requesting a discount on the furniture I purchased at full price which was about $4,500.

Sincerely,

***** ********

11/19/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In July 2014, I purchased furniture from this store because I was told I would have assistance with getting my furniture delivered. Oct 2014, I asked for a refund but was told they don't give refunds. In Dec-Jan 2014, I called and asked about my furniture being delivered. I was told that my phone call would be returned. The old manager returned my call. He told me it would be $200.00 to deliver my furniture but I would have to pay off my furniture first. The new manager called me Apr 15 and ask me about the furniture. I told her I would pay it off in a week or two. I talk to her about my furniture being delivered and she said we could discuss it when I come to the store. When I came to the store to pay off my furniture we did not discuss having my furniture delivered. The new manager said the old manager does not work here anymore and that they do not deliver to my location. I did not understand why she would say that we could discuss this issue when I came to the store if she did not have the intention on doing so. I also found it odd that it appeared she would move when I walked in her direction. I also could overhear her talking to a salesman about the issue. I was talking to the saleswoman about my furniture being delivered and she told me they just delivered some furniture to Yakima (which is farther away than Ellensburg) and they would call me if anyone could help me get my furniture to Ellensburg but never received a called. In Sep 15, I went to the store to get a better understanding on the contract. It states if you receive a refund they would take 20%. The salesman told me to talk to the manager. I called the manager asking about the contract. I explain to her that I am in the military stationed away from family and that I had no one to help me with the furniture delivery. I purchase this furniture because I thought it would be delivered. She said she would call her boss. She called back and said I could come get my furniture or lose my money.

Desired Settlement: I would like a refund or my furniture delivered. I understand they are under new management but if I was told that they did not deliver furniture to my location I would not have purchased the furniture.

Business Response: The customer purchased this product in July of 2014.  We are now in Nov. of 2015.  The purchase is one year and four months old.  It states in the policy paperwork that was signed at time of purchase that we do not do refunds.  No where on any of the paperwork does it say that we will deliver to this customer.  It states that the customer will pick up from the Lakewood store.  We have never and will never deliver to Eastern Washington.  That is not a service that we offer.  At this time, and because the purchase is so old, the customer must either pick up the product or lose her deposits.

9/23/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a couch from Jr furniture in Lynnwood about 6 months ago and within 2 months of me having the couch my cup holder broke...then about a month later the back of my recliner broke off..And now another part of my couch is falling apart..I called about my cup holder it took them over a month to give me that..Now I've been waiting on the back of my couch recliner that broke off for 2 months now .Everytime I call Im told that a manager will call me back and I never get a call back..I finally had to keep calling the manager and insisting he gets on the phone..and finally he does..Gary R** (which is the manager) proceeds to tell me maybe it's because I'm not using the couch properly...I have never in my life had a couch break so many places in only 6 months of having it nor was I happy with the treatment I got from Gary R****I ask for the cooperate number he says they don't have one and if I want to get any help with this I better stop talking and hang up the phone..I am very irrate right now and have never been treated so poorly by a company in my life

Desired Settlement: I would like to have my product deliveres along with fixing the other part of my couch that is broke now and some billing adjustments

Business Response:

Sorry about this we are ordering a new part for the customer the back for her this will take us 6 to 8 weeks to receive. We'll be in contact with her and let her know soon as the part arrives

8/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I have purchased a sectional from JR Furniture on February 14th, 2015 and they told us that its real leather now 5 months later it has already started wearing off and it started on one of the cushions on the side the coloring seemed to come off and now its spreading to the other one and it just keeps getting bigger and bigger. I ended up calling JR Furniture because we are still under the warranty to have this issue fixed, and they gave me a number to their person who apparently fixes any issue a customer may have. I called this person several times before getting into contact with him and I told him the issue ( JR Furniture sent him an work order). However after several days passed I had heard nothing from him, and I called JR Furniture back and told them that im not getting any responses from this person who fixes things, she then told me to just keep calling (what bad service) and she was way rude on the telephone and I told her I wanted to speak with a manager and she said that she had no manager there, so I asked for his phone number and she gave me the phone number of the person again that fixes leather things, I told her I again I wanted the managers phone number and she said she didn't have that, so I ended the call. I kept calling Matt (the guy who fixes leather) and he finally came over and looked at the damage and said he doesn't know how this may have happened and that he's going over to JR Furniture after he took a picture of it, after that he never called back, but I kept calling and texting and haven't heard back, then my husband called and he finally answered he said that he showed JR Furniture the picture and they have to decide what to do. This process has been going on for over a month now and its getting very aggravating. Then my husband proceeded to contact another business who may be able to fix out issue and he took a picture of the damage and that business is saying that this might not even be real leather.

Desired Settlement: We would like this to be replaced since they have been so against fixing it because its most likely not real leather, therefor now we would like it to be replaced with a brand new sectional or set.

Business Response:

The customer has been called to schedule for repairs and the repair should be done by Friday August 28th.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******

8/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Invoice #****** They broke our agreement and did not deliver furniture as promised. We purchased a bedroom set and a couch. We were promised by Kristen at Lakewood, WA location that all furniture would deliver in 4-6 weeks. I told her that was too long, and she said "We have to say that but it always delivers within 4 weeks". They delivered the bedroom set in a timely manner. 8 weeks later we still do not have our couch and no delivery date. On Monday 4/27 she told me that it would deliver Friday or Saturday of this week. I told her that we had to cancel our weekend plans. We incurred cancellation fees so that we could be home Fri/Sat when this couch delivered. Today (4/30) when we called to confirm delivery. They said they have nothing scheduled and couldn't give us a delivery date. They have broke the contract and I want to cancel the order the couch and they refuse to cancel. They broke the contract, and they refuse to let me cancel the order. We spoke to someone named Rick today. He refused to give us the contact information for the corporate office.

Desired Settlement: I will gladly pay for the bedroom furniture that we received. We put a $400 cash payment down on the furniture. I will pay for the balance we owe on the bedroom set. I want to cancel the couch order due to their lack of delivering as promised. I don't want to have to ever deal with this company again. They are extremely unethical, and broke their contract. They should also reimburse us for cancellation fees we incurred due to their lies about the furniture delivering Fri/Sat 5/1-5/2.

Business Response:

As stated on the invoice that was signed by the customer, all time frames are approximate.  Delays can happen with any manufacturer.  The customers product was delivered on 5/2/15 as promised at no charge to the customer. 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

They broke their own contract!!!  They did not deliver on time, what they did deliver was not what we ordered. They will not speak with us about this matter. They do what they want and wash their hands of us. It is highly unethical and should be illegal to treat people like this. This is fraud!!  Bait and switch. Take over 2 months to deliver, then don't deliver what we ordered and still charge us for it. It is stealing being forced to pay for something you didn't get. It is disgusting that companies can get away with robbing customers.  If BBB cannot us up, I will turn to social media for help.

Sincerely,

***** ******

Business Response:

The customer was delivered what they purchased.  Again, we are not responsible for manufacturer delays.  We do not reimburse for cancelled plans. 

Consumer Response:  
Complaint: ********

I am rejecting this response because: YES, THE PRODUCT WAS 3 MONTHS LATE. IT IS NOT JUST THAT IT WAS LATE. WE DID NOT RECEIVE WHAT WE ORDERED. I DON'T KNOW HOW TO MAKE IT ANY CLEARER. WE DID NOT RECEIVE WHAT WE ORDERED.WE DID NOT RECEIVE WHAT WE ORDERED.WE DID NOT RECEIVE WHAT WE ORDERED.WE DID NOT RECEIVE WHAT WE ORDERED.WE DID NOT RECEIVE WHAT WE ORDERED.WE DID NOT RECEIVE WHAT WE ORDERED.WE DID NOT RECEIVE WHAT WE ORDERED.WE DID NOT RECEIVE WHAT WE ORDERED.WE DID NOT RECEIVE WHAT WE ORDERED.WE DID NOT RECEIVE WHAT WE ORDERED.WE DID NOT RECEIVE WHAT WE ORDERED. THE COUCH IS NOT THE COUCH THAT WE ORDERED. THEY JUST THREW IN ANY OLD COUCH BECAUSE WE WERE CALLING EVERY DAY. WE DID NOT RECEIVE THE COUCH THAT WE ORDERED. WE DID NOT RECEIVE THE COUCH THAT WE ORDERED. WE DID NOT RECEIVE THE COUCH THAT WE ORDERED. NOW I AM FORCED TO PAY ON A COUCH THAT I DID NOT ORDER OR HAVE BAD CREDIT. THAT IS BLACKMAIL!!! HOW CAN COMPANIES GET AWAY WITH THIS? I THOUGHT THE BBB WAS THERE TO HELP THE CONSUMER. OBVIOUSLY I WAS WRONG.


Sincerely,

***** ******

8/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/26/15 I went in to JR Furniture to purchase a king platform bed frame priced $649.99 plus sales tax. Jass, the sales associate said we can purchase it by putting a down payment on it as it will take approximately 2-3 weeks for it to arrive at their warehouse. I gave him $160 in cash for down payment. I had found a better deal online priced below $500 with free shipping also! My husband went in 3 weeks later on 8/17/15 to ask them about their "lowest price guarantee". Once again he was greeted by Jass, and he informed my husband that if we found a lower price that they will price match it. So my husband shows him all the better deals he can get online. Jass quickly glanced at them and tells my husband "no, no. . those are for queens, you can't find a better price than ours". My husband tries to show him again that they were indeed priced for the king size but Jass did not bother looking. Instead he brushed my husband off again but this time tells my husband "but they do not count because they are not in Washington". My husband walked out because he was upset that he was not being taken seriously. We made a few phone calls at local furniture stores. One in Lynnwood selling the same item for $499.99 and another in Everett for $509.99. He went back in to show Jass that we still found a better price... in the same city and also the next town over. This time Jass says "no you already bought it". My husband said no, we made a down payment. Jass then tells my husband that this was being awkward and so he asked if my husband would like to speak to management. My husband then asks for a refund of our down payment in which Jass denied him. He then continues to mock my husband and repeats "this is the lowest price" over and over. So my husband now asks to speak to a different associate but he would not leave my husband to speak with anyone else. Finally my husband asks to speak to the manager, but is told management just left. If they guarantee lowest price then it should!

Desired Settlement: I want a full refund of $160 in form of a check to be picked up at the lynnwood location. Either that, or fulfill your lowest price guarantee and match $499.99 +tax. I'd rather take the refund of $160 and take our business elsewhere since I feel like we were being scammed and lied to, and also after my husband was being treated so rudely. Your associate never bothered to look at the price comparison or even offered to take us seriously as a sign of good faith. This is just plain bad business!

Business Response:

To Whom it May concerm

We are going to price match per the customers request the $499.99 .

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********

8/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I went shopping at this store for a new couch we found the couch we wanted and paid it in full the whole 1737.67 and expected it to be delivered in a few weeks. We get a call the next day saying that they messed up the price and were looking at the old catalog price from last year and that we need to come pay more for this years price. Mind you we already payed for our couch and have the receipt that we paid now they want us to pay more for there mistake!

Desired Settlement: We want our couch for the price we paid for it 1737.67 we feel we should not to have to pay for the mistake they made and the stress they have caused. It was there mistake they shouldnt have old pricing around they told us the price, we payed for it we don't owe them anything else the company should take the loss not us.

Business Response:

We have refunded your money via chargeback. One payment of $740.00 was refunded on June 20th, 2015. The other $997.67 was refunded on May 15th, 2015. We sincerely apologize for the misunderstanding.

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a bedroom suite from the above listed business 4-5 months ago, recently i made several attempts to get a replacement for a defective queen-sized bed. The associate indicated that the required part(s) would be available within s 5-10 business days. However, the business has not complied with my request nor have they returned my subsequent telephone calls. All further attempts to contact the business produced no results as the call was dropped and upon re-dialing the number is busy.

Desired Settlement: Replacement – of products or services if they were unsatisfactory.

Business Response:

This issue has been resolved.

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a leather reclining sofa and matching leather reclining loveseat on July 30, 2014. This furniture was not in stock and was delivered to us shortly after (please check dates with vendor). Within ONE WEEK we contacted the business to let them know we were completely unsatisfied with the merchandise as it was clearly defective. Our primary concern was the faulty fill material used in the seat cushions, backrests, headrests, and arms. There was excessive crushing for such little use in every area mentioned in the preceding sentence. It was obvious that this furniture would not live up to even the most minimal performance expectations. In fact, the furniture that we were replacing was in much better shape after 10 years than this furniture was after one week. We called and sent emails with photos to document the defects, and asked that they pick up this defective furniture and issue us a credit. We were told that this type of performance was "normal" for leather furniture and if we wanted to return it we would only be refunded 80% of the purchase price. This is NOT normal for ANY furniture. At 60 years old we have had many sets of furniture and never have we seen cushions crush like this, including 2 other leather sets we have owned. It is fraudulent to ask for a restocking fee on furniture that is clearly defective. Today, nine months later, just as the first week with this furniture indicated, it is in horrible shape. The seat cushions are so crushed that we end up sitting in a "hole" that is very uncomfortable and hard to get out of. The lumbar and head cushions are equally shot. Now we will need to purchase another set of furniture and our opinion is the same as it was that first week, we deserve a full refund ($2,349.00) and an apology for the poor customer service.

Desired Settlement: Just as we asked to begin with, we would like this furniture to be picked up and be issued a full refund.

Business Response:

***** *** **** ********* purchased a leather sofa and loveseat on July 30th, 2014. They received the furniture shortly after that date. A couple weeks later they called to say that they were not happy with the way it looked and that it had excessive "crushing" after a few days use. They emailed pictures and upon inspection we didn't see anything wrong nor did we see any crushing of materials. They demanded  their money back. According to our company policy, there is a 20% restocking fee on any cancelled orders. This is also mentioned on the invoice that the customer signed at the time of the sale. At the time, the customers elected to not exercise this option. The furniture purchased is still covered under the manufacturer's limited one-year warranty. At the customer's request, we would be pleased to send a licensed technician to their home to inspect and assess any issues regarding the furniture. 

5/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a coach and chair on November 11,2015, from the manager *** ****** at JR furniture at **** * **** **** Lakewood, WA 98499. When the furniture was delivered there was a snag on the chair cushion. I called and emailed *** ****** on the day of and many times after. When I finally contacted him on the phone he assured me that it would be an easy fix. It would take 3-6 weeks. After the time period had expired I again started calling. After numberous times, I again got in contact with him. I told him about the chair and right side of the couch squeaking every time we sit down or move and again reminded him of the snag. He again stated that this is an easy fix. He was suppose to get ahold of me the following Monday. AGAIN no response for *** ****** witch is suppose to be the manager of the furniture store. In January I called again trying to get a hold of *** to ask about the repairs and to voice my concerns on the material and squeaking of the cushion. It is all ready pilling (bumps on the material) When I purchased this couch I had ask *** about this. If we would have a problem with pilling. *** said with confidence that it would not pill. He did not call back and I am tired of tracking him down.

Desired Settlement: I first like a refund to my credit card, *** ****** have shown me how Jr. Furniture does business. If this is not acceptable I would like an exchange for a couch and chair that does not have a snag across the front of it, does not squeak every time you sit or move and to select a material that does not pill.

Business Response:

A new manager took over in March and was able to get an exchange done for this customer.

5/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I went shopping at this store for anew couch we found the couch we wanted and paid it in full the whole 1737.67 and expected it to be delivered in a few weeks. we get a call the next day saying that they messed up on the price and were looking at the old catalog price from last year and that we need to come pay more for this year price about 400$ more. Mind you we already paid for our couch and have the receipt that we paid now they want us to pay more for there mistake before we can get our couch.

Desired Settlement: we would like the couch for the price we paid for it we feel we should not have to pay for the mistake they made and the stress they caused. It was there mistake they shouldn't have old pricing around they told us the price we paid for it we shouldn't have to owe them more in order to get our couch. if this is not possible we would like a full refund of the 1737.67 we paid so we can shop elsewhere.

Business Response:

The Sales Associate gave the customer the wrong price. Somehow the price they gave the customer was below wholesale. We asked for the $400.00 just cover wholesale. We will not be making any profit on this transaction. If the customer doesn't want to purchase this product at wholesale price, we are more then happy to refund their money.

5/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I payed for the entire furniture order ($950) at the time of purchase. This was not a special or custome order just standard sale. Before the furniture had reached Washington state I called and canceled the order due to the size. The furniture was never delivered to me however JR Furniture has charged my credit card for the cancelation fee of $190. I canceled the order on time before it got to their warehouse. They can sell the furniture that is still in their boxes and charge another customer even more. It does not cost them to keep it in their warehouse.

Desired Settlement: I would like to get back the $190 that they unjustly took.

Business Response: The customer purchased a dining set on Sept 3rd for $950.00 including taxes. We ordered the merchandise from the manufacturer. The salesperson quote 2 to 3 weeks for the set to arrive in. The set came in with 2 weeks. the customer signed the store policies form which states that there are no cancellations and no returns and if we did do any returns/refunds there would be a 20% restocking fee on all special orders which this was. The customer called to cancel the order the day before it was due to arrive. We told her that there will be a restocking fee.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
the furniture was never delivered. there was no unpacking and setting up for the business to charge restocking fee. this order was not a special order. it was a basic standard purchase.

Business Response: We could not cancel the order because the order was in transit.     We have signage saying,  ALL SALES FINAL, NO REFUNDS OR EXCHANGES.  The customer also signed the store policy stating that they are responsible for measurements of the merchandise either fitting thru the doorway or where the it is placed in the home.   The store polices also states that there would be a restocking fee for all cancelled orders.   All of this information is also listed on the sales receipt that that the customer signed. 

5/11/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 1/24/15 my wife and I purchased a rocker/glider for our nursery. We were asked to pay the full balance of 360.97 at that time, which we did. They said we'd get a phone call when it was ready to be picked up, approx. 2-4 weeks. At the 4 week mark, we hadnt heard from anyone at JR, so my wife phoned to find out if item was available for pick up. The first person she spoke with said he could not find the invoice, and would call us back. No returned call, my wife called back later that day and was told there were shipping delays and they would call us when its in, maybe late next week. Late the next week, we were called and told the item is in Tukwila, and we can either go pick it up there, or we could pick it up the next day in Lakewood as originally planned, as they were getting a delivery shipment that day anyway. We said we would pick it up in Lakewood. He said he would call us when it gets in. No phone call was received. A week later (6 wks from order), we phoned to see what was going on. Were told the invoice was placed as "ready for pick up" but they would double check that its back there and call us back. No call back. The next day we went in person. We spoke with *******, who informed us that the item is not there. The item in Tukwila is the wrong item. She said what we ordered is currently out of stock. Our choices are to take the incorrect item, or just keep waiting. We said we wanted a refund due to their inability to produce the item we paid for, and she said thats impossible. We insisted and she said owner **** would have to authorize that, and he is off Sundays because he is East Indian. So she said she would speak with him Monday and call us. She did call us the next day, and said **** okayed refund. It will take up to 14 days to process back to our card. 14 days later, still no refund. I called and spoke with *******, and she said **** hasnt been in, but he will be in "Wednesday" and will complete it then. Called Wed AM and **** said ******* is off today and **** will not be in.

Desired Settlement: We want an IMMEDIATE refund for the entire balance. They have held onto our money for over 8 weeks and failed to deliver product promised, and failed to refund money that they already promised to refund. I dont trust that they will actually complete promised refund, as they have not followed through on anything to date.

Business Response:

The customer received a full refund of $360.97 on March 27, 2015.  They were also called and a message was left telling them that the refund was processed and if they had any further questions they could contact the store.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *********

3/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a sofa and love seat from JR furniture in gresham, OR. about 2 years ago. I am astonished at the sheer bad quality of the product. Both the products have broken down. The seats have just collapsed in. I had much better expectations from this company being an American company. I will definitely let all my family and friends about this sheer bad experience. I called the store up and their only response was that the warranty was for a year and they could not help at all. If I had known how this company operated and dealt with it's customers, I probably would have bought a cheap chinese product where I would not have to spend so much of my hard earned money. I am a hardowrking single divorcee.

Desired Settlement: I just want the money I spend on this low quality sofa and couch back so that I never have to deal with such customer service and bad quality.

Business Response: The customer purchased a sofa and loveseat Feb 9, 2012. The warranty with this manufacturer is for one year. The customer elected to not buy the extended warranty at the time of the purchase, which may have covered some of the issues in question.

2/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a recliner on sale for $500 (down from $800) in Feb and by August the whole mechanism underneath fell apart. It supposedly has a one year warranty but it took them over a month to send a repair man out just to look at it. He confirmed it was faulty and needed to order the entire bottom and should take a few weeks. Here it is January now, 4 months later, and it is still not fixed. I have called them at least 10 times and all they say is they are waiting on the part from China. I asked to see the order for this part and they said they do not keep record of this, it is all word of mouth.....really?? From China?? Who doesn't keep record of this?? I then asked for a replacement recliner & she said she would have to ask the manager. When will that be? She said she was not sure as he comes & goes. Called her 3 more times, never spoke to manager. They will lie to you just to hold out so your warranty will expire. I do not recommend this company at all!!

Desired Settlement: I would like the recliner to be replaced with a new one under a new warranty

Business Response: Initial Business Response /* (1000, 8, 2015/01/20) */ We J.R. Furniture did replace the Chair with a new one almost 2 weeks ago.

12/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On May 6th 204,I purchase a table set for my brother. He is on a limited income.(SSD)We were told the the item was in stock. We set the delivery dat for May 17th. The night before delivery, JR Furniture called and said the item was out of stock. I waited 4wks and then they said that it would be 2 more weeks and waived the delivery charge. I again waited 4 more weeks and on July 29th I went to JR and said that I just wanted my money back.The manager said that only the owner could issue a refund and of course he just happen to be on vacation that week. The manager said that he would talk to the owner and call me. On August 6th I went back to JR and the manager said that the owner would be in the next day and he will discuss with him and assured me that he would call me.I have not still heard from him. This business are a bunch of liars and theives.

Desired Settlement: I just want the money back since my brother is on a limited income. I do not want to have to wait for their silly 13day refund waiting period policy. It has been over 90 days that they have had the money.

Business Response: Initial Business Response /* (1000, 30, 2014/09/17) */ re:case#********:*** ***** Due to the unfortunate delay of the table and chairs JR Furniture will process a full refund of the purchase price. The credit will be done at the corporate office and should take 5-10 business days. Initial Consumer Rebuttal /* (3000, 32, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today is October 2nd. The money has still not deposited back into my brothers account. The resolution excuse that JR Furniture gave you the BBB on September 17th about refunding the money in 5 to 10 business days is the same excuse that the store manager gave me in mid August. Due to the lack of integrity and morals that JR Furniture has displayed during this situation, the only resolution that would satisfy me is cash. I would be more than happy to make one last trip to pick up cash only. No corporate check or cashiers check. JR Furnitures word and business practices mean nothing to me and therefore would not be my policy to accept. I have been mislead and lied to enough. I really do not care if the owner pays out of his pocket. I am sure that he would be reimbursed in a timely fashion and not have to wait months for his money. Just cash will resolve this issue. $656.34 no more, no less cash only. Final Business Response /* (1000, 59, 2014/12/11) */ We have mailed a refund check to the customer on December 11th

12/10/2014 Problems with Product/Service
11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, This is hands down the worst customer service I have ever had the misfortune to experience. With all the nonsense of me being forced to contact ******* ***** myself to being called an ******* on the phone I would think you people would get your act together enough to at least give me a courtesy call or respond to my emails about the order not shipping when promised. We are now on week 6 of an order that was said to take approximately 3 weeks. I've now made a formal complaint to the BBB, left negative reviews of your company on ********* yelp, and ******* I am hoping this will be enough to invoke a response for an update to this order, and I will not need to seek out legal council. **** ***** Sent from my iPhone On Sep 19, 2014, at 7:30 PM, ****** ***** <********@aol.com> wrote: ***, Is there any update to this order? **** ***** Sent from my iPhone On Aug 19, 2014, at 4:29 PM, Jr Furniture Tacoma <*****************@yahoo.com> wrote: The replacement piece should take approximately 3 weeks to arrive. This change will make the new measurement 119 inches. You can return the 2 pieces when the replacement is picked up. Although there is an additional seat being added to the new piece, there will be no additional charge to you. &n bsp; *** ****** On Monday, August 18, 2014 8:50 PM, ****** ***** <********@aol.com> wrote: All, After no calls, or updates of options, or responses to any of my emails since my last email on 8/14/14, and a less than polite conversation with *** today ( 8/18/14 @11:35 am ) I was forced to make another call to the manufacture again to resolve my issues. I spoke with ***** again at ******* today at 11:45 am phone number (XXX) XXX-XXXX. She came up with a solution to the problem in which I will return the chase and the armless chair and exchange it for what I think she said was a "45 2 seat chase?". The just of which is a single unit chase with built in 2 seats, and an overall length when combined with the tux sofa of 119 inches. Exactly what I needed in the first place. So now that there is a solution to the problem I would like to know- 1. When will the new sectional will be available for pickup? 2. When do you want me to bring back the old chase and armless chair? 3. Is there a price difference on these items? A response to this email will be greatly appreciated. **** ***** Sent from my iPhone On Aug 14, 2014, at 12:19 PM, ********@aol.com wrote: *** / *****, I called the manufacturer ******* this morning (8/14/14, 11:15 am) and spoke to them about my issues with the sofas. They have accepted full responsibility for the mistakes/damage and informed me that i can return the sofas to you for a full refund. They also asked me if there was something else that would work in place of the arm less chair. I told her that when we looked at the specifications originally the 31 inch arm less chair was the only option we had. However, since the specifications were off on the arm less chair i am wondering if the rest of them might be off as well. That being said between the Chase and the Tux sofa I have a max of 49 inches that can be utilized. I would like to know what my options would be for a section to replace the arm less chair that is between 31 inches to 49 inches using the updated specification sheet. I would prefer to go this route as opposed to returning everything and starting over with a different product. Time is of the essence and will be the biggest deciding factor for me so i am requesting a response of my possible options by today. If not you are going to be forcing me to make the decision to return the entire order and take my business elsewhere. I have just spoke to **** at your store who has talked to the Manufacturer. He is going to *** me the new cushion and both feet to get things rolling which I appreciate. I also gave him the measurements that i have given you and he and Stanton are now checking into options. Thanks, **** ***** XXX-XXX-XXXX Original Message From: ******** <********@aol.com> To: JRFurnitureTacoma <*****************@yahoo.com> Sent: Tue, Aug 12, 2014 8:27 pm Subject: ATTN: *** in regards to order # XXXXX incorrect order Hi ***, Today ( 8/12/14 ) approximately 4 PM we picked up our new sofas from your Tukwila store. Our order #XXXXXX which consisted of a ******* sectional sofa with ottoman and a standard ******* sofa. When we picked them up they were loaded on to my trailer wrapped in heavy plastic and cardboard and their feet taped with masking tape. Approximately 5:30 PM we arrived home, unloaded and unpacked the couches. At this time we noticed a few problems with the order. At approximately 6:15 PM I called you to discuss the following problems. 1. The side of the sectional that has the chase and arm less chair was 8 inches short of the originally discussed 103 inches. This caused the ottoman to not fit into the section of the sectional between the chase and the tux sofa as we were told it would. 2. The second problem we found with the sectional was the right side facing bottom cushion of the tux sofa had several small holes in it.( I am providing pictures of this cushion but it is very hard to see due to the dark color. If this is a problem I have no problem in physically bringing the cushion to you if need be.) 3. One of the feet of the chase has a 1 inch gouge in it 4. One of the feet of the standard couch has a cracked foot. As you said you have found, the shorter section of the sectional was due to the manufacturer incorrectly sending a 24 inch arm less chair instead of the originally ordered 31 inch. I hope you can understand that when we placed this order 5 weeks ago it was to give ourselves ample time to get our furniture in before we needed it august 29th 2014 and I do realize this is a mistake on the manufacturers part on wrong orders, low quality craftsmanship, and mishandling of merchandise however I did not purchase this furniture from Stanton. I purchased it from JR Furniture in Lakewood WA with the recommendations of JR Furniture and am expecting JR Furniture to make this right expeditiously. We have completely covered the couches with sheets and blankets and no one has even sat on them nor will they be used till we get this situation resolved just in-case they need to be returned. I will send the the pictures you have requested a few times on separate emails to make sure you get them all. if you need them re-sent please just let me know. Thanks for your help ***. **** ***** 8/12/14 Order # XXXXXX XXX-XXX-XXXX

Desired Settlement: i want the correct sofa or i want a full refund

Business Response: Initial Business Response /* (1000, 7, 2014/10/21) */ The estimated time given by ******* was 3 weeks which is the information that was passed on. It is unfortunate that the replacement pieces were delayed in the production. The consumer was called immediately upon arrival of the product at the store on 9/23/14 and eventually came in on 9/28/14 and did the exchange for the new piece. JR Furniture has assisted in the correction of the manufacturers error during which additional expenses were inccurred that were not passed on to the consumer out of courtesy for the inconvenience of the original piece that was unsatisfactory.

10/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a double rocker with a extra warranty price of $139.00,as it was all electric, with the total order of $1,998.95 within 10 HOURS I called and wanted to cancel the order as this was just a bit too big for my living room, I was told NO I could not cancel BUT I could get a store credit of $1,998.95. I was very upset but went ahead and put in an order for 2 single chairs minus the $139.00 warranty fees as these were not electric and I felt I would not need this "extra fee for a warranty. They again said I could NOT get a refund but only a store credit. Then there was a $100.00 store delivery fee so I told them to just minus the $100.00 for the delivery fee, they said they would get back to me and they never have. I had to pay the $100.00 fee to get my furniture delivered. I thought the purchaser had a window to cancel the order. The warranty fee is not even for furniture and I feel I should get a check in that amount from this furniture store. All purchases I have ever made have never seen a policy like this, I will never go to this store again nor will I ever recommend this store to anyone. Product_Or_Service: warranty Order_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Refund a check sent to me in the amount of $139.00 for a warranty I cancelled within a 10 hr period, thank you

Business Response: Initial Business Response /* (1000, 29, 2014/10/07) */ The showroom was under the impression that this was an in-store credit. A refund was process to the customer credit card on October 7,2014 Initial Consumer Rebuttal /* (3000, 31, 2014/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) as of 10-10-2014 I have not received the credit paid to my credit card they said they processed on 10-7-2014 when I receive this I will be glad to accept their response as satisfactory, thank you Final Business Response /* (4000, 33, 2014/10/23) */ Yes, we did process a refund on 10-7-14 to c/c ending in **** for the amount of $139.00. It does take a couple of days to shown up. Thank You Final Consumer Response /* (2000, 35, 2014/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/20/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I bought 3 couches on 8/17/2014 and I was told that it would be ready for pick up within 3 weeks. It has now been 5 weeks and I still have not received the couches. I have called and they will not give a specific date on when the couches will arrive. I have paid the full 1400 in cash for the couches. I have asked for a refund and they will not give me a refund.

Desired Settlement: I would like a refund or the couches.

Business Response: Initial Business Response /* (1000, 5, 2014/09/30) */ September 30, 2014 customer picked up his 3 couches.

10/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Disclosures regarding returns, exchanges or refunds were not discussed to us prior to purchase of the items.We were trying to cancel the sale prior to the delivery of items but a re-stocking fee of $200.00 per item will be assessed and again was not disclosed to us. Our sofa broke today while my husband was sitting in it and they refuse to refund us for it. It has not even been a month since we purchased. It is unacceptable. The furniture was of very poor quality and we want a refund.

Desired Settlement: Refund us for the living room set that we purchased. They can charge the restocking fee but we want to return it. It's not safe for my family.

Business Response: Initial Business Response /* (1000, 5, 2014/09/30) */ Customer has already came in and reselected something else was issued a full in store credit for the furniture he currently had in his home that was defective. on September 22nd the ne furniture has already been deliverd.

10/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On June 14th 2014 I had purchased bedroom set furniture from JR Furniture informing the company that I needed the furniture delivered on the 1st of Aug the day I moved in to the new house. The evening of July 31st the night before my furniture was to be delivered I received a call informing me that my furniture was damaged in the warehouse and that it would not be able to be delivered until a week later. I informed them that did not work for me and after many phones calls of being told there was nothing they could do for me I went into the business and was able to get them to agree to the following Tuesday. Tuesday the 5th the two men showed up with my furniture and began to bring it upstairs to the bedroom and started scratching and chipping the drywall as well as the furniture. The delivery men were asked to please work together at carrying the furniture up to avoid further damage to the house and furniture but he had continued to go up by himself . At this point the two men delivering the furniture informed us that the company has insurance that would take care of the damages and to just call the company. Immediately I made a phone call to the company informing them of how upset I was about the experience with the delivery and how they left the house and furniture damaged. The store manager informed me that I would need to speak with regional about the damages. It took multiple days to get a hold of ***** from regional and notified him that the builder of the house will be giving a quote on the damages and I would like the furniture to be taken back and given a refund and just be done with the company. ***** had me email him images of the damages to the furniture and responded while I was out of the country on vacation that he could have someone come out and touch up the furniture. I returned back from vacation on Aug 14th and have made multiple calls to the business and leaving messages for ***** to call me back as well as sending ***** emails letting him know I do not want someone coming out to touch up the furniture I paid a great deal of money for , all I would like is a refund and to just move on from this experience while not getting a phone call back or an email response .

Desired Settlement: I want the furniture to be returned for my full refund and damages to the house covered.

Business Response: Initial Business Response /* (1000, 29, 2014/09/17) */ Unfortunately JR Furniture is at mercy of the manufactures, we are the retailer, we do not control how the product is ship, if its in good condition or not until we open and inspect it before delivery. Unfortunately Ms. ****** was one of the few cases that her furniture was damaged. We got a hold of a new set and we had it transferred to our store to be delivered as soon as we it was available, we under stand the frustration but again we are at mercy of the manufacturer i believe we got one the new set in a timely matter, as for the damages on the walls, the house has narrow hallways and it is unfortunate the delivery guys damaged the walls. We always do our best while delivering to customers homes. As for the repairs we tried to send a contractor to fix the drywall but customer refused saying she wanted to get her own contractor we are still waiting on the contractors quot and lastly it is JR Furniture's policy and its on all customer's purchase orders that all sales are final so we cannot refund any money, we also mentioned if she liked to do an instore credit for something different she would get the amount she paid for on the bedroom set. Hopefully we can resolve this matter soon.

8/15/2014 Problems with Product/Service
7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a couch from JR furniture that has two primary defects: the first is that the couch does not have enough support and the second is that the main piece of the couch is not the same height as the chaise ottoman piece. JR furniture took the couch back in order to address these issues. They said they would have the material inside the cushions replaced with foam for better support and that they would fix the height discrepancy. It took them 4 weeks instead of the 2 weeks they stated it would take and the couch came back exactly the same. We have called them numerous times and spoken with the store manager who says he will call back and never does. Every time we manager to get a hold of him, he blames the manufacturer and says he'll have to get in touch with them to see what happened. This has been going on for 4 weeks now since we got the couch back.

Desired Settlement: At this point, we just want to give back the couch and get our money back on this purchase as we are tired of dealing with this company. The couch cost us $1,005.64.

Business Response: Initial Business Response /* (1000, 7, 2014/05/22) */ The customer called mentioning that the sofa and the ottoman were at different heights. After talking to the manufacturer their decision was to have us pick up the sofa and ship it back to Stanton for them to look at and make a decision. They are making a new ottoman base for the sofa-chaise. The sofa was under the manufacturers warranty. The customer bought 03-02-13 and the customer called on XX-XX-XX complaining about the height difference. Initial Consumer Rebuttal /* (3000, 9, 2014/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The businesses response does not address the first and main issue about the coach not having good support. It started out okay but is now so soft that it is creating back issues for both me and my wife. Also, it does not provide any explanation or justification for the fact that we had to go without our sofa for about a month only to get it back exactly the same. Final Business Response /* (4000, 12, 2014/06/11) */ It seems that we have been having some technical difficulties. So I am emailing you the response. The original complaint from the customer was that the ottoman was slightly taller than the couch. The customer stated that this was the reason for the discomfort not that the cushions were to soft or sagging. That complaint came 10 months after they had the couch in their home. The manufacturer has a lifetime warranty on their product. The customer was informed that the sofa could be picked up from their home at no additional cost and sent back to the manufacturer. This process takes weeks and explained that it would be brought back to the store and shipped to the manufacturer. The manufacturer would inspect and repair if needed and return to the store. We then redelivered to sofa to the customer. The ottoman is still slightly taller than the sofa. This came from the manufacturer. We have a new ottoman coming to replace the first. The cushions can also be replaced if that would please the customer. This can be done at any time during the life of the sofa. It is covered under the manufacturers warranty. Here is a copy of the orginal email from the customer . Hi There, I spoke with one of your representatives earlier today in regards to our crooked couch. We bought our couch from you about a year ago and LOVE the style but have noticed both my husband and I's have been complaining about our backs hurting a lot lately and couldn't figure out why. I just took all the cushions off our couch to swap over the chase and realized the foot stool part of the couch sits about an inch or more higher then the actual structure of the couch. And then you throw in the springs and the weight of a person which just causes sinking in the body and feet being pulled up. I've attached some photos, the lighting in our home is a bit dark so please let me know if you need more pictures. Thank you for taking the time to review this problem and we look forward to hearing back from JR Furniture in the near future. ***** & **** ********* Invoice # XXXXX End of Email If you have questions please let me know. Thanks ***** JR Furniture-Tukwila

6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a sectional sofa with recliners and cup holders in April of 2013. After 3 months of having the furniture the stitching started coming out and the furniture material started to discolor and get white spots.We called and got the run around and then the recliners started to break.finally they sent someone out to look at it who took pictures and said he needed to get the ok, which took another 2 weeks. They came and picked up certain pieces but said the discoloring was neglect and they could not fix. Another few months went by and 3 recliners out of 4 no longer work and one of the pulls broke off also the stitching is coming out worse then before. I have never had furniture fall apart like this it is very cheap. We called again and once again it was very hard to get a hold of someone and when asked for a manager was told there is not a manager? They again sent a person out to take pics and he said he had to get approval before he could help us. A week went by and not a word so we called and asked to talk to the boss and the receptionist said she would have him return out phone call and we never heard back so we called again and the woman said they where going to send someone to fix it. When he came a week later he took more pics and said he didn't know why he was sent out because he needs to order the parts from china and it would take weeks to get the parts he needed, but once again needed approval? A week went by and not a word so once again we called and the woman said she contacted the factory and showed them the pics and they said it was neglect and abuse. We assured her that we are just living our everyday life's and it was nothing that we are doing that the furniture is just cheap. At this point our warranty is up in April and nothing has been resolved, they are dragging there feet. I asked the guy who came out to take the pics if they would ignore us after the warranty was up and he said it was preexisting and they would have to take care of our complaints. She basically has taken no responsibility and said it is our fault? we paid over 1800.00 dollars for this furniture and know this is not neglect, we are very frustrated and don't know where to turn.We are grown adults in our forty's and have 2 teenagers who are very respectful and would never abuse any piece of furniture, so to be accused of neglect is just absurd.

Desired Settlement: We would like JR Furniture to get a boss or manager. and replace our couch or take responsibility. No person should spend this much money and go through this terrible customer service and to be told it was neglect. I'm very frustrated and i am thinking about getting a lawyer. This is a lot of money to spend and have something fall apart.

Business Response: Initial Business Response /* (1000, 7, 2014/04/18) */ ** ********* purchased the sectional in April, 2013 and had called us about the issue in February 2014. We send out the work order to our repair technician who goes and inspects and makes out a report for the manufacturer. According to the report it had multiple issues which is not covered under the manufacturer warranty. Here is the report: First Visit - Recliners were bent, cushions had stains all over, seat cushions and padding worn and loose stitching. Went back to repair the bent mechanism and do seam work. However the recliners were so bent and broke that they would not close. The seams came out all over. It had more stains than before. Very heavy use and neglect. Initial Consumer Rebuttal /* (3000, 9, 2014/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept! this sectional is so cheaply built that it is literally falling apart, screws are just falling out on the floor. If JR furniture was a honest company then they would of takin care of this and also stated that not only did we call in February of 2014 we also contacted them in 2013 and the sectional was picked up and replaced with a used sectional (cup holders where silver when they picked up the sectional and came back black). Obviously parting out other sectionals. I am so sickened that family's pay hard earned money and large company's like this take advantage of them. This is clearly a case of bad business and this company needs to be looked into. There is one recliner that we can not close and that is the one that the screws fell out of on the floor that is why we can not close it. As for the stains that is the material fading due to peoples body's sitting. Very cheap material! There has to be some law against this.It is just absurd. Where is the Manager or boss in all this? have not heard a word! The manufactures warranty clearly covered the mechanisms on the sectional but JR furniture gave us the run around until the warranty was up now we are stuck with a cheap sectional that is unusable and they have our money, and it has been a year. It doesn't take a genius to figure out something is not right here. Final Business Response /* (4000, 33, 2014/06/06) */ We submitted the report from the technician to the manufacturer and they denied the claim stating that it is neglect and heavy use. As much as we would like to help, there is nothing that we can do. Final Consumer Response /* (4200, 35, 2014/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are a large furniture company at what point does it become your problem? you could of disputed with the manufacturer, Your technician saw the furniture, he knows its not neglect but cheaply built he said so himself.At this point it is just your word against mine and your word is shady. Legal action is the only way to go from here on out. I hope that people see this and turn the other way from your company, i have never experienced anything like this in my life. Crazy!!!!

6/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Called over 20 times in a month to get a rip in my cushion fixed that was delivered that way fixed, and every time a person took my name, phone number and invoice number and said they would look into it and get back to me, and not once did I get a call back.

Desired Settlement: I want my cushion fixed and done dealing with them, and if they don't want to do that they can come get the couch back and refund me my $900.

Business Response: Initial Business Response /* (1000, 7, 2014/05/15) */ as requested by Mrs ******* a service tech was sent out from ***** to fix complaints on the product. The service was competed on 5/10/2014 by ******** inv ****. The service order was signed by Mrs. ******* that the service was completed to her satisfaction. Please feel free to contact me with any further questions or concerns. Thank you ******store manager Tacoma Jr Furniture

5/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We ordered an upholstered chair from J R Furniture on Feb.18th. It was delivered 5 weeks later, wrapped in plastic, direct from the factory. The chair back is askew, 1/2 inch lower on one side, and the cloth covering is flawed; the cushion seems to have been covered with the wrinkled end of a bolt of fabric. I first wrote, then spoke on the phone to ****. He agreed to send someone out to look at it. Two delivery men arrived and took pictures, and said we would get a call in two days. Two weeks later-No Call. we think reputable store would have inspected and rejected the chairnot delivered it under their name.

Desired Settlement: We would like the back of the chair straighten and the cushion recovered.

Business Response: Initial Business Response /* (1000, 7, 2014/05/08) */ I wanna thank Mr ******** for giving us the opportunity to resolve this matter, the main problem was a misunderstanding more or less a miscommunication. This issue is being taking care of and will be done promptly.

3/10/2014 Delivery Issues | Read Complaint Details
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Complaint: Was promised removal of old furniture. After trying to charge my wife to move it. They left my old couch in the middle of my hallway blocking access to the bedrooms. When I asked the sales rep what could be done about it he suggested I climb over it to get to my bedrooms.

Desired Settlement: A huge discount. And rembursement of my time Im now having to take to dispose of it.

Business Response: Initial Business Response /* (1000, 5, 2014/01/17) */ Yes the customer is correct in the fact that we do REMOVE old furniture for free at the time of delivery. However at the time of delivery the customer had ask our drivers to MOVE the furniture to a different room. And they told them that there is a charge to MOVE furniture from one room to another. The customer told the drivers to leave the furniture and they would take care of any MOVING of it later on. There is a difference between MOVING AND RENOVING of furniture in a customers home. At this time we are not offering any refund or discounts of any kind to the customer for REMOVING his own furniture. Final Consumer Response /* (3000, 7, 2014/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They were asked to remove the couch. It was very apparent that the movers wanted nothing to do with moving a second piece of furniture. And could care less about the state they left the home in or in the satisfaction of thier customers. I would be happy for them to remove the furniture, refund my money and take my business to someone who appreciates it. JR furniture obviousley doesn't. Final Business Response /* (4000, 47, 2014/02/25) */ We're sorry this all happened when the delivery company was at the customers home they are a 3rd party company. As stated previously explained about moving furniture etc. We are not going to refund any money or take back any furniture from the customers home.

3/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I am attaching the complaint letter in the next step with all the details. Whether I get any compensation or not, I would like to make consumers aware of this store and the service, so that no one has to go through this. I am kind of surprised by the way the store manager **** talking to a customer. Please do something to make it available/aware about this store and its poor/bad customer service. Once you pay the money then you will be in dark, very bad that not even a courtesy call for giving them a business for thousands. Note: They have my pending items because I said that I don't want the items to be delivered without making a deal on compensation. FYI: I have the voice message from the store saying that all my items were ready to be delivered.

Desired Settlement: DesiredSettlementID: Other (requires explanation) On 12/28/2013, ****, the store manager called me and we both talked at their store. He said that he can only give $100 and not ready to talk anymore. I said that it won't work out for me and left. If you look at the letter its obvious that the mistake is on their side and don't even want to negotiate. I would like to get some reasonable amount back as a compensation.

Business Response: Initial Business Response /* (1000, 6, 2014/01/29) */ All of the merchandise was in when the customer was called. Unfortunately the chair was transfer to Canada by mistake before the delivery. We now have all of the merchandise that the customer had a complaint about. We will not able to get the customer 20% off for inconvenience. We have offered to give the customer $100.00 Final Consumer Response /* (2000, 33, 2014/03/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks, I will give a call later this week and talk to him. Final Business Response /* (4000, 31, 2014/02/24) */ we would like to offer********** $200 for the inconvenience. please ask********** to contact our store and speak with *** and we can process the cheque. thank you **** manager

2/20/2014 Delivery Issues | Read Complaint Details
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Complaint: I ordered furniture in November and was never called as promised about delivery date. Each time I called I was told the delivery was being delayed. 6 weeks later I got frustrated and per the paperwork I signed, told JR Furniture I wanted to cancel the order and pay the 20% restocking fee. I was told on two separate calls this wasn't possible. I kept pressing citing the paper agreement I had signed. Finally I was told the refund would be granted. Unfortunately, nearly 4 weeks have passed since that conversation and there has been no refund (about $850 expected). I've called 4 times to follow up and each time the person who answers says she has given all the paperwork to her manager for him to cancel and he hasn't followed through. This series of problems is unacceptable.

Desired Settlement: I want the 80% of my purchase refunded per the paper agreement I signed in November and which - after the calls described above - JR Furniture said they would refund.

Business Response: Initial Business Response /* (1000, 5, 2014/02/14) */ We refunded the customer on 02-13-14, The money he requested Final Consumer Response /* (2000, 7, 2014/02/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company refunded me. This was ridiculous. They now have half a dozen complaints citing the manager by name. What an incredible waste of time not honoring commitments, responding to messages, taking money...

1/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We bought a bedroom set and paid to have it fully assembled from this company. During assembly one of the workers broke part of the bed frame. Since they didn't have another one we were told that they would put in an order to have it fixed or replaced and that it would be no longer than 2 weeks. After a little more than 2 weeks passed we finally called because no one contacted us. They set up a day to repair the frame but a few days before we got a call and it had to be rescheduled. Then after more emails and calls we were able to schedule again. But again they had to "reschedule" for whatever reason. Then that reschedule was cancelled by them.

Desired Settlement: I want the bed frame repaired or replaced. And a refund of what I had to pay for their people to put the bedroom set together because I could have done it without breaking something.

Business Response: Initial Business Response /* (1000, 7, 2014/01/10) */ The customer has been taken care of. His bed is fixed Final Consumer Response /* (2000, 9, 2014/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) The bed was fixed and the gentleman that repaid the bed was very nice and did a great job. It's just the whole process of this was horrible and shouldn't have been so difficult.

10/10/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I was shopping for a bed, so I made order over the phone, out of state, as I have since moved to Bellingham. I called and talked to *******, and she took my credit card information for a ten percent down payment for a bunk bed. The charge was $38.00 for a $299 bed, which is more than a ten percent down payment. I eventually found a similar bed online for much cheaper (plus free shipping, and as JR Furniture wanted a $60 delivery fee, not including assembly for the bed, it was a much better deal.) I wanted to cancel the order, and the first several phone calls were fruitless as the individual on the phone said I had to speak to *******. I eventually caught up with her in the store, and she had another gentleman help me. After finding my order, the gentleman said he would give the case to his manager tomorrow, and he also said that there is usually a 10 percent restocking fee, so I may simply lose my money. He also mentioned that the bed had to be shipped, and was already in the warehouse. This is the first time I had heard of a restocking fee or that the bed had to be shipped. When ordering on the phone, ******* said that it could be held for ten days, which to me implied that the bed was already at the store. I called the manager today, and he said that the restocking fee is actually 20 percent, and very smugly told me "So you owe us money." I've had nothing but negative experiences with this store, and I'd like to get my initial deposit back from them, as well as block any further charges. I looked on their website, and they have absolutely nothing about a return policy or a restocking fee. I was not informed of anything until the moment I wanted to request a return. This business is unethical and I want my money back from them. Thank you for your time.

Desired Settlement: DesiredSettlementID: Refund I simply want my $38 down payment back without having to pay them an additional amount for the restocking fee.

Business Response: Initial Business Response /* (1000, 5, 2013/10/09) */ LEFT A MESSAGE ON THE CUSTOMER ANSWER MACHINE ASKING HIM TO CALL THE BELLINGHAM STORE WITH IS CREDIT CARD. WE WILL REFUND BACK THE $38.00 Final Consumer Response /* (2000, 7, 2013/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The deposit was refunded. I am satisfied.


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