ComplaintsforJ. S. Furniture Ltd.

• Initial Complaint

  28/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Had purchased furniture through this company, given shipping time was 2 weeks, 3 weeks go by and still no status of arrival, Went down to cancel my order and refused to give back the deposit of $******* I am sending you this complaint on behalf of my father who is 80 years old and now he is out $****** ***** ** ******** **** ** *** *** ********  **** ******* *** ** ********** *** *********** ****** ** ***** **** ** ***** ******** **** ***** **** ******* *** **** **** ** ******** *** *** ****** ** *** **********

  

  Business response

  28/03/2023

  Good Morning,

  Thank you for taking the time to deal with this matter. However it is our store policy that there are no exceptions on cancelling special orders as stated on the ******** invoice without the 20% restocking fee. We are also not responsible for manufacturer delays caused by either production or shipping as the product came from Arcadia Wisconsin US in which Mr ********** was very aware of. Now the product arrived late on Friday Mar 24/23 and was received on Saturday afternoon Mar 25/23 in which our sales rep was away for the weekend and tried contacting Mr ********** on Monday morning. Mr.********** came to the store  at approx 10:30 in the am to discuss the order and said that he wanted to cancel the order. I explained our policy and he became extremely rude *** *********** when it was explained ** *** ** *** ***** **** ** ********* ** ******** ** **** ******** **** ** ********* ** ******* ***** *******. I had mentioned that if he continued with the threats I would contact the authorities *** *** ******** *** ** ** ** ***** *** ** *** ***** * ** ****** ** *** ******  If Mr. ********** wishes to have the product delivered I will have no issues on completing the delivery process as his earliest convenience . As far as a refund unfortunately I cannot offer this as a option as we brought the product in for him specifically. If you have further questions please do not hesitate to contact me at the store *************

   

  Best Regards

   

  Brian ****

  Store Manager

• Initial Complaint

  21/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sept 12, 2022: I went to JS Furniture and spoke with Clara about ordering 2 bed frames, she quoted a price of $1225 for everything, including slats. I expressed many times I needed everything delivered by Sept 26 at the absolute latest. She informed me that wouldn’t be a problem as all items were in stock. I wanted to compare prices before making a decision, she said she would be off on Wednesday but to call Thursday to provide my deposit over the phone. Sept 15: I call Clara to confirm my order and provide my credit card information. She then tells me there will be an additional $360 charge for the slats, this goes against what we agreed on on Tuesday ****** *** ***** but in the end I finally agreed on a price of $1500 ONLY if she could guarantee I would receive delivery on or before Sept 26. Clara said “ok” charged my card and disappeared. This conversation was via text message which I thought was strange but at least I have proof. Once my card was charged I didn’t receive an invoice, confirmation of order or anything at all. Sept, 16: I drive back down to JS to have an in person conversation about the details regarding my order. A gentleman explained to me that my products will not be picked up from Wisconsin until Sept 27 and so they wouldn’t be delivered to my home until 3 - 7 days after the 27th and even then it wouldn’t be guaranteed. Sept 20: I go back to JS furniture to cancel my order and request refund of my $200 deposit. Debbie wouldn’t provide my refund without approval from manager, who told her to tell me to call him in the morning. I was confused but remained calm and clearly explained the situation and lack of information I had received. Still I was told no refund until I speak to the manager, Brian.. Sept 21: I call Brian to request refund, as I try to explain what happened he talks over me the entire time saying he’s taking 20% for a restocking fee - that I was never informed about. **** *** ********. I just want my full deposit back,$200.

  

  Business response

  21/09/2022

  Good Afternoon and thank you for the inquiry regarding your purchase dated Sept 15/22 on original invoice #******

  I ordered the product on the same day that the order was placed based on the inventory being available at the factory. Upon the phone conversation that I had with Randa ******* this morning I had advised her that it is scheduled to be loaded at the factory on Thursday Sept 22/22 in Arcadia Wisconsin and approx. date of arrival to our warehouse we are expecting the load to be on Monday Sept 26/22. We have a policy regarding "special orders" where it states on the bottom left of our invoices "Special Orders store is not responsible for prolonged delivery date due to delays by the manufacturer. No refunds on special orders.  also states that any returned goods would be subject to a 20% restocking fee.

  I have since been updated that the items that are on invoice #***** are being loaded and should be here in our Winnipeg warehouse on Monday Sept 26/22 we will still be able to get the product here in time if the client wishes to pick the merchandise up at our warehouse. We had also agreed to "customize" the beds that were purchased to make them a "platform," style as per the request of the client. Which may take 1-2 days to accommodate the customization.

  So If she wishes to continue with the purchase all will be completed and delivered into her home mid next week.

  If she wishes to cancel the contract a 20% restocking fee will be applied  which would total the amount of $249.00 however only a deposit of $200 was given so no refund will be issued.

  Should you have any further question please feel free to contact me directly *************

   

  Best Regards

   

  Brian ****

  Store Manager

  JS Furniture Gallery

   

  Customer response

  21/09/2022

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

  The agreement was to have the entire order delivered to my home on or before the 26th, that was the only condition I had for agreeing to place the order.  Again, I received no confirmation, invoice, or information on said policy. * ******* * *** **** ** ** **** ***** ***** **** ***
  As I was continuously interrupted on the phone this morning, this was clearly missed,  * ** *** ***** ***** ** **** ******** This is the worst customer service experience I have ever had and wish to cut ties completely, ** ********* ** ****** ** *** ***** ** ******** ** ******* **********
  
  Randa *******

  

  Business response

  22/09/2022

  Good Morning,

  I am sorry that you feel that you have been **** to and that is completely your opinion. I know that Clara who was your sales associate emailed you a copy of the receipt to the email that you provided her. So you had the copy of the invoice. ** ** ** ****** **** ******* ** **** *** **** ***** **** ****** *** *** ******* * As the furniture is scheduled to arrive on the Monday Sept 26/22 i still would be available fulfill the commitment of delivering the furniture with out doing the customizations you requested in which I would adjust the invoice accordingly. 

  My second option would be if you wish to cancel the order outright I would agree to crediting your ********** a total of $100.00  half of what our restocking fee would be, as clearly indicated on the copy of your invoice and you can continue your business elsewhere. i believe that we have been very fair and considering that we have not even reached the day in question i will await the response from the client.

   

  Best Regards

   

  Brian ****

  Store Manager

  Customer response

  22/09/2022

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

  As the company confirms, they are not able to fulfill the agreement to deliver what I ordered in full by the 26th. 
  Also, I monitor my emails daily if not hourly - an invoice was not sent after my card was charged. Info on policy was never communicated, at any point. 
  The only fair resolution is to ***** ***** ** ***** **** *** refund my deposit in full because company is not able to fulfill order as agreed upon. 
  
  Sincerely,
  
  Randa *******

  

  Business response

  27/09/2022

  Good Morning,

   

  We had tried to contact the client on Sept 26/22 as the bed have both arrived. At this point the ball is in her court to arrange delivery or accept the credit of $100.00 to cancel the order. As I had mentioned in the prior messages is that I could have gotten the beds to the client yesterday with out the customizations. If you require the customizations then we could deliver Wed or Thursday this week. I believe we have been more than fair and if you wish to cancel the order I have no issues of crediting your credit card the total of $100 as we have received product in our warehouse that costs us money as well.

   

  Regards

  Brian ****

• Initial Complaint

  29/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional from JS Furniture on July 10, 2020 for $892 (which came to $1072 with taxes). At the time of purchase, I was told the sectional should last at least 2 years. After 5 months of use, the sectional began to sag where the cushions met and became extremely uncomfortable. I reached out to the manager, Brian ****, initially on December 12, 2020. Brian replied that they would replace the foam cores. I spent several weeks going back and fourth with the service technician and with Brian. My sectional was picked up, serviced, & returned to me at the beginning of March, 2021, after I paid another fee. On April 10, 2021 I reached out to Brian that the couch seemed in worse condition than it was before it was serviced. The couch is bottoming out, the cushions are sagging, and it is causing me significant back pain. Brian advised they would offer me a $500 store credit to put towards the purchase of a new couch, which requires me to spend more money in his store.

  

  Business response

  10/05/2021

  Business Response /* (1000, 5, 2021/04/30) */ ************* As discussed with Jamie was to offer a instore credit of $500 towards a reselection of something else as the sectional that they purchased is not comfortable for them. They are complaining about "deflection" as they call it where they sit on the seat which is normal wear and tear on the foam due to the body weight being centered on a small area. I believe that we are being more than fair with offering a reselection at this point and offering the store credit. We will have to donate the sectional she currently has to charity as due to it being used for 10 months. a full refund is not a option at this point. As far as the delay in the service, we were closed for all service due to Covid so we did the service as soon as we were able to complete. The charges that were also mentioned were for a delivery fee and pick up fee for the sectional. I have expressed all of the above to the client and will stand behind the instore credit if they want to proceed. Thank you for your time. Brian****** Store Manager Consumer Response /* (3000, 7, 2021/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issues that the couch is giving us goes beyond "normal wear and tear". The couch needed servicing after only 5 months of use, and became essentially unusable another month and a half after is was serviced. This is not "normal wear and tear". A $1000 couch should last more than 5 months. We suspect the foam that was used to fix the couch was of inferior quality, as the cushions very quickly began to sag, to sink in, and to bottom out. We can feel all of the beams and structure of the couch. Brian also explained that the couch would be donated to charity, and we explained that we do not believe the couch is suitable even for that. I offered to bring the couch down to the store for Brian to sit on it himself to better understand, and he refused. A $500 credit is unacceptable. We need a new couch, and obviously one that is more than $1000. I also want to have faith and respect in the businesses where I purchase items of such high importance. I use my couch every day, I need it to be comfortable and reliable, and I need to be able to count on the business if something goes wrong. Unfortunately, I do not feel that way about JS Furniture, and do not wish to continue our business relationship. A $500 credit gives me no option but to spend more money in their store to purchase a more expensive couch. Business Response /* (4000, 9, 2021/05/05) */ Good Morning, As I have stated in the previous message is that we will honor the original instore credit of $500.00. if you wish to only purchase something for $500 then you don't need to "spend more money" at our store. If you wish we can change out the foam again but as a part of normal wear it will soften over the use of the sectional when sitting on a specific area. I fully understand your right to social media platforms and using the BBB as well. But Our right on used furniture service is to repair the product very much like a vehicle. You don't get a full refund on a vehicle purchase if your are unhappy with the vehicle, they will repair the problem. We have offered you a very fair opportunity of reselecting a piece of furniture in the store. if you choose not to accept this that is on you not our store. We can repair the sectional again if you like.

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