ComplaintsforJYSK Canada

• Initial Complaint

  21/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased ***************** mattress on Aug 16, 2023 from ************ from Sales Associate ******* was told by her we can try the mattress for 3 months and if it doesn't suit us we can return it as long as we buy their mattress cover, which we did.Moved to *************** Sept 24, 2023 and began using our new mattress Sept 26, 2023. Within a week the mattress began to sink in, no matter where on the mattress you sleep. When sitting on the edge of the mattress it also sinks. We tried rotating the mattress however this did not improve the issue. If two people sleep on the mattress they sink into the middle together. We checked the wooden slats of the bed frame and they were all sturdy and intact.We reached out to the company on Oct 30, 2023 and requested a refund. They refused to refund our money or give a store credit. They said all they can do is exchange it but we would have to bring the mattress back to the store ourselves.We are wanting them to honour what we were told upon purchasing the mattress that we can get a refund within 3 months as long as we purchased the mattress cover.

  Customer response

  29/01/2024

  Hello,
  
  This is regarding complaint #********. Jysk Canada reached out to me today, the supervisor **** at ************ stated that she will get back to me in a few days and let me know if a full refund is possible.
  
  Best Regards,
  
  **************************;

• Initial Complaint

  10/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  ** ********* ** **** ** ********** ******* They offer you a chance to have 20% off purchases by playing their memory game. See below. Scandinavian ***************** ********, your 20% off* coupon is here:*********** Valid online only through 07/19/2023. To redeem, coupon code must be entered directly in the shopping cart before checkout.So that's great but once you receive the code. It doesn't work on the website. You keep getting the error message that the code isn't valid This is wrong on so many levels. I tried to purchase something I really needed; a new memory foam pillow but can't get the 20% off as promised

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I just bought my first house and as a new homeowner, I was excited to come across the ******* dining table yesterday, August 3rd, 2022, at your Orleans, Ontario location. The table was on sale as it was a floor model. I thoroughly inspected it beforehand and found it to be in great condition, minus a few small scratches that were barely noticeable. My excitement turned to utter anger and disbelief as your store clerks at loading disregarded the packaging, dropped the table on the cement and proceeded to scrape the top and the leg against the cement, damaging it considerably. They also completely ignored the blanket that was put in the bedding of the truck and proceeded to push the tabletop off the blanket to rush the loading. When I showed them the damages, the woman told me “that’s to be expected when you buy a floor model” and all they could do was offer a $10 discount without a hint of remorse or apology. I did not take the 10$ as it was an insult more than anything. To make matters worse, when I got home, I noticed that the there were additional scrapes on the table top from dropping it on the cement, and the paint was completely removed in some areas. Now, I’m stuck with a table that is damaged and I will need to fix using funds that I had not anticipated. The complete disregard from your staff, damaging something that was just bought by a client is unacceptable. At this point, I am quite disappointed and hope that you can offer some type of solution seeing that the damages were made by your employees after the table was purchased. I have attached photos of the table before I purchased it as well as the damages caused by Jysk employees.

  Business response

  22/08/2022

  Hey ********* ,

  I'm very sorry about the situation you experienced. Both the product issue and the way the resolution was handled.

  Joan from the customer service center will reach out to you about the situation

  
  Please let me know if we can help with anything further after you speak with Joan.

  Otherwise, this should be resolved for you quickly.
  Thank you!

   

  Noel , Customer service center 

   

  Customer response

  23/08/2022

   
  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. Jysk responded in a timely matter and provided an acceptable solution. I am very happy with the service I received.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  02/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The beginning of July I spent approximately 5k on new furniture. I specifically asked if they would take it into my townhome and I was assured they would leave the furniture in the room of my choice. When the furniture arrived the delivery person first called me an idiot then proceeded to leave a queen mattress .. double mattress.. bed frames couch chairs on the outside of the home saying he isn't contracted to go inside. Since I just had a ****** ********** I can't lift.. so I told him to take it all back. He threw the furniture into the truck. The next day the same furniture that was thrown was delivered broken and missing pieces. The boxes were broken and parts broken and missing. I called the company and while they said they would take it back then added stipulations including having to wrap a queen mattress. I can't wrap it and therefore apparently I am stuck with it. They refuse to accommodate my medical disability and when I first purchased the mattress they told me it was 100 refundable but then won't take it back because I can't wrap a mattress. I have broken furniture and they promised to take it back but they haven't. The couch is not only broken but the fabric has a manufacturer's defect of improper dye. I was missing hardware to the chairs and they said they would mail the hardware to me and they haven't. I cancelled my appointment with the transplant center for Tuesday when they said they would pick up the furniture and they cancelled on me because I physically could not wrap the mattress. When they sold to me they knew I was ********. They did not tell me that I would have to pick up and wrap the mattress. With the customer service I have seen I want all the items returned and I want my phone calls returned. When I spoke to them last they blamed the 3rd party delivery system and said their hands were tied. I told them that they took my money not a 3rd party and they need to take responsibility.

  Business response

  22/08/2022

  Hey ****, Thank you for reaching out to us. I'm sorry to hear about your experience and we did take all your feedback and pass it on to the team. 

  I am glad Walter was able to help you out and get everything sorted out 

  If you need anything else please feel free to reach out to us directly 

  Noel 

  JYSK Customer Service Center 

• Initial Complaint

  20/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  May,5th 2022 bought the queen size bed from the JYSK(business), brought it to my apartment in my car. Afterwards, 3 people assembled it for more than 3 hours, puted more amount of effort for bringing & assembling it more than bed worth is, just to realized that they gave us wrong size bed (smaller size). Went to business and they said we can give you $50 discount but you have to dismantle the whole product again and bring it back and take your right product , which was totally unfair. I was shocked with their response,after lots of argument they said we can do max $300 discount but you have to dismantle the product and bring it back I told them it’s almost impossible to dismantle and bring it back to your place the way it came because it came in three boxes and boxes fitted in my car but now it won’t dismantle like it came, if I half dismantle it won’t fit in my car and won’t go through my apartment corridor, I tried lots of explaining to these guys but they won’t listen and they keep saying bring back our product but it’s not that easy to dismantle and reassemble the new product again. They got me really depressed, finally I just told them I don’t need any discounts, please put the right product in my room (assembled) and take your wrong product from my place because it was totally their fault then again they said No we can’t do that because we don’t have assembly team and we don’t have delivery team. In the end just want to say that was worst experience of my life with any retail business. Wrong product is still sitting in my room from past two weeks please try to resolve this if you can, please just tell them to put right product(assembled) in my room if they think it’s that easy they should be able to do it easy. I will really appreciate if you can resolve it. Thanks.

• Initial Complaint

  25/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday March 20th I placed an order online in the amount of $335 using my ******* account. After placing the order I did not receive a receipt or confirmation of my purchase from JYSK but I did receive confirmation of my purchase from *******. This means, my ******* account was charged by JYSK but the order was never placed. I called JYSK using the customer support number on Sunday March 20th but the rep was unable to help me and told me she would take my number and have someone call me but she thinks I need to call *******. I did not receive a call back from JYSK and when I contact ******* they said I need to contact JYSK. I have been on hold for hours with ******* and hung up on. All I want is my money back or the goods I ordered. This is getting extremely frustrating and I have never dealt with something like this before.

  Business response

  25/03/2022

  Hello, 

   

  Unfortunately we have had some technical difficulties on our website with ******* payment. Those issues have been address by our technical team and are currently being fixed. 

  
  We apologize for any inconveniences caused regarding this. The transaction was refunded on Wednesday March 23rd after the customer called. They also sent us an email on Wednesday that we also replied to the same day. I have attached a screenshot of our system showing the ******* refund on the account on the 23rd. 

   

  Please let us know if we can do something further. 

   

  Thank you,

  
  Roxanne 

  JYSK Customer Care

• Initial Complaint

  16/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a dresser from the Belleville location on September 11th 2021. Asked at the time of purchase TWICE if this dresser was refundable if it did not fit into the space i needed, i had forgotten the measurements at home. I was simply told "yes". Nothing else. Take the dresser home assemble it to which there's mismatched screws in bags. Finally get it figured out and the top two drawers wont fit in flush. Now to make matters worse one of them wont open. I contact the belleville location again about the issue and iquired if i could bring it in assembled for a return or if it would have to be disassembled. They told me either way is fine but both are subject to a 20% restocking fee. I beg your pardon. No one told me this. No where AT ALL is it listed on the receipt or on the return policy as far as i can see. So they want me to pay over $40to return something they gave to me broken to begin with. I think not. Completely unacceptable. **** ********* ********* **** ******* ****** ****

  Business response

  16/09/2021

  Hi *******

  I'm very sorry about the situation you experienced. Both the product issue and the way the resolution was handled. I understand our store Manager, Chris will be working with you to get this taken care of for you.

  Please let me know if we can help with anything further after you speak with Chris. Otherwise, this should be resolved for you quickly.

  Thank you!

  Tina

  JYSK Customer Care Manager

• Initial Complaint

  19/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have problem with that company cause I try to return the mattress back and it was close but when I phone them it was open which I did not know that company from Burlington JYSK 1059 Plain street E bought it on 03/01/2021 but I* **** ** ******* ** cannot answer the phone while return on curb so I was so stuck *** ** ******* **** **** **** ** *** *** **** ** * * ***** as need help with return the mattress as thought my family can use it but my ******* **** **** in 10 days so not expect it so fast so never been used that mattress at all as I paid a lot of money on that for $99.00 please tax altogether is $564.99 and it's very hard on me ** I **** ***** *** never use that mattress and would be nice and respect to help me out and I don't know what to do with that mattress as been sitting there with cover the two sheets and I have no box *** * **** ** ***** ***** *** and thank you for your kindness to help me out and not talk on the phone and please use email to me ...******* ******

  Business response

  20/08/2021

  Hello!

   

  Thank you for reaching out to us. I'm sorry to hear you had trouble reaching out to the store directly. If the mattress is still in its plastic covering and with the original receipt, we would be able to help with this return.  If it's been used and/or removed from its packaging, please understand that we are not able to accept returns on mattresses without a mattress protector and beyond our 100 day trial period.  

  We may have other options to help you, but to do so, it would be best to return to the store location in person, with your receipt, with photos of the mattress and what the issue is.  If it is simply that you purchased a mattress that you no longer need, but it has been removed from it's packaging, unfortunately, to protect all customers from receiving used mattresses, this kind of return is not an option at this time.  In many cases like this, consumers may find success in selling the item to a third party person as an independent seller.

  If the mattress is still in its original packaging, please let me know and attach photos of the mattress here and we can work on the logistics of the return in that scenario.

   

  Thank you!

   

  Tina

  JYSK Customer Care Manager

  Customer response

  28/08/2021

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  ******* ******

   

  okay I got your email and I understand for your business and you need understand that too as well it's hard on the ***** to keep that mattress and never been used as ** ******* **** **** **** so why keep it and my family is so surprise what you response to me so they decide to help me out and got rid of the couch and use that mattress for guest only so they all say hope they JYSK are happy to make the business and very sad about your response and not very respect to the ***** okay so I won't buy things there and my friend always go there so will warn. her not to shop and will tell her of what happening .. so good bye 

  Business response

  30/08/2021

  Hello,

   

  Thank you for providing your receipt copy here. Unfortunately, I did not receive any additional information about the reason the mattress needs to be returned and I did not receive any photos demonstrating it's condition.  Can you please provide those details and we will continue to work to find a resolution? Thank you!

   

  Tina

  JYSK Customer Care Manager

  Customer response

  01/09/2021

  okay I did try to add pictures on the attachments and doesn't work so here what I got the message from you when I try click proceed and came up says "The page was not displayed because the request entity is too large." that's im struggling with it thank you ... 

  ******* 

  Business response

  09/09/2021

  Hello,

  Thank you for providing the photos and receipt. What I would recommend would be to bring the receipt to your local store and discuss the situation with them directly. Perhaps they can find a compromise solution for you.  We will always try to come up with solutions, but we do ask for your understanding that reselling mattresses that have been used or appear to be used is not something that JYSK does to protect all consumers. It's important as a retailer that when you purchase a mattress from us as a customer, you know, you are always getting a brand new, unused mattress that has only ever been in our store and not in people's homes.

  With the receipt brought to the store however, we can probably provide you with some additional options that might help.

  Thank you!

   

  JYSK Customer Care

• Initial Complaint

  30/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a queen sized duvet cover set on July 24 2021 in Nanaimo BC Jysk store. Transaction # *********** Upon opening it at home one of the two pillow cases zipper is broken. The duvet cover and the 2nd pillow case are good. We live not in Nanaimo and due to ******* ****** cannot go there again for a long time. I phoned the ************** number and requested a replacement pillow case be sent to us but the agent said not possible, Evan after explaining why we cannot go in person. Paid $31.99 plus Taxes. We would really just like a replacement pillow case as we need to use this duvet set ASAP. Item number is ************

  Business response

  04/08/2021

  Hi there,

   

  Thank you for reaching out to us.  I have responded to your initial query, but have not heard back there.

   

  We are happy to help get this taken care of for you of course.  If you can please provide a copy of your receipt and any images of the defective item I will be happy to help get this resolved for you.  Thank you!

   

  Tina

  JYSK Customer Care

   

   

  Customer response

  04/08/2021

   
  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,
  
  **** ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩