Complaints

This profile includes complaints for J.S. Furniture (2024) Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

J.S. Furniture (2024) Ltd. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  J.S. Furniture (2024) Ltd.

  1725 Ellice Ave Winnipeg, MB R3H 1A6

• 

  J.S. Furniture (2024) Ltd.

  2450 Saskatchewan Ave W Portage la Prairie, MB R1N 3N8

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:15/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in with my family, wherein we purchased an armchair and loveseat combo. No warranty information was provided. The seat beneath the cushion of the loveseat literally tore away from the base. When I called the store to ask about the warranty, the employee who answered the phone was extremely rude. He accused me lying about the damage, and faltered when I said I could provide pictures. I was so flustered, when he asked for my phone number I paused, ** ***** ***** ** ******** ******** ** ** ** ****** ** **** **** ** **** * *****. I then rattled off my phone number very quickly, to which the man replied "Slow down, can't you listen?" which further flustered me. I was then instructed to email the photos for review, which I did. I was then asked about availability for their technicians to come pick up the loveseat and drop it off after repairs. I have followed up twice requesting a timeframe for these events, as I work from home and need to plan my meetings around these times. ******** ***** ******** ******* ***** ** **** *** ****** * ******** ** ***** ** **** * *** ** ********* **** ** ****** ***** ***** ******** ****** ******* ********* *** ******* **** *** **** ********** ** **** **** * ***** ***** ***** ******* *** **** ********

  Business Response

  Date: 15/04/2025

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

  I was made aware of the service issue on Saturday April 12/25 via email, in which I responded on Monday morning to ask about your schedule to pick the loveseat up at your residence and have it redelivered once the repairs are complete the same day.

  My warehouse manager called Monday April 14/25 in the afternoon to make arrangements for the morning of Tuesday April 15/25 in the early am. once the repairs are completed we will contact you again to make arrangements to redeliver the loveseat around your schedule.

  As far as the warranty , there would have been a tag on the loveseat and the chair that should have detailed the 1 year manufacturers warranty.

  As far as the conversation that you had on Saturday with my staff i am sorry that you felt disrespected as that I am sure was not our intentions at all.

  Please accept our apologies again for this service issue . We do strive to make every experience  as pleasant one in our store.

  Thank You again

  Brian ****

  JS Furniture Gallery

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

  Customer Answer

  Date: 15/04/2025

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

  I asked twice, and then again a third time with a third individual, for specific timeframes for pick up and drop off. I explained why I needed these times. 

  All three of these communications were rebuffed, and my reasoning was dismissed. Complete and utter negligence for any kind of customer service. 
  
  
  
  Sincerely,
  
  
  
  Claudia *****

  Business Response

  Date: 15/04/2025

  We have fufilled our obligation in repairing the loveseat to manufacturer specifications and now consider the claim closed.

  Again I am sorry for the way you feel about the service that you recieved but I believe we went beyond the customer service that other store offer to make sure that you got looked after.

   

  thank you again

   

  Brian **** 

  General Manager

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

• Initial Complaint

  Date:27/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a new dining room table by way of salesman monitor, paid for it received and when opened it was the wrong table. Talked to manager ,said it was a special order and nothing could be done. We were not informed it was special order. Just told, no room for all tables on floor but could order anything. Wound up with butcher block top and just wanted a plain top.

  Business Response

  Date: 12/07/2024

  Good Morning,

  As discussed with Mr and Mrs ******* during and after the sale of the dining table is that this is not a item that we normally will inventory so  SO considered a "Special Order" which was also written on the invoice very clearly.  

  We also have a very strict policy regarding "Special Orders" which is detailed in terms and conditions on the bottom of the invoice that states. "No-Refunds on Special Orders"

  This is a very unique situation regarding this table which was displayed to them on our tablet inside the store and when they made the purchase they viewed the product to show exactly what they were purchasing. We also always make sure before they commit that this is exactly what they want. The pictures that are online are a very close representation of the design and colors are.  I have since contacted the factory to see if they would be willing to allow me to return the table but they have denied a credit.

  I had explained all of this to the ******** *** *** ***** ***** ** ** **** **** **** *** ******

  At this point we have fulfilled our obligation regarding the supply.  I cannot control that the client does not like the table. I would be willing to return the table however they would have to not only pay the 20% restocking fee , but will be responsible for the freight from ******* which was a additional $****** plus gst ,they will also have to have the table wrapped in the original wrapping and the table will be completely inspected for any damage . If there is any damages unfortunately I will not be able to refund anything.

   

  I hope that these terms will be accepted.

   

  Best Regards

  Brian ****

  JS Furniture Gallery

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

  Customer Answer

  Date: 16/07/2024

   
  
  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,
  
  
  
  Gordon *******

• Initial Complaint

  Date:28/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:21/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 ****