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Business Profile

Furniture Stores

Jay's Furniture Direct

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

This profile includes complaints for Jay's Furniture Direct's headquarters and its corporate-owned locations. To view all corporate locations, see

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Jay's Furniture Direct has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/07/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      We purchased two couches along with two five year warranties that was sold to us as piece of mind if life happened and our couches got damaged. Well they got damaged, we filed a claim and neither the company, nor the warranty company wants to honor the warranty purchased.

    • Initial Complaint

      Date:04/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased a ******* king size mattress & box springs Aug. 23, 2021 from Jay’s, paid in full with Discover for $1,292.96, and they were delivered a couple days later, and then I registered for the warranty online on Aug. 31st.
      Along about January 4 of 2022 while making the bed, we noticed what I call a crater on my husband’s side of the bed. My husband is not a huge man and I said, this should not be happening to a new mattress which is only 4 months old! I immediately called Jay’s and spoke with Brittney and she said they needed the “law tag” before they could replace our mattress. I told her I was pretty sure I had torn it off but that I had my receipt proving that we bought it the previous August. She gave me a phone # to call ******* and I spoke to 2 ladies and they both pretty much said the same thing, that they needed the “law tag” before they could do anything.
      We had our last king size set for almost 15 years and this ******* mattress has a crater and it’s getting bigger every day. My husband says he thinks it’s the cause of his aching back.
      I email **** ******** with **** news, letting him know what our situation is but he wrote me back that **** has him doing other troubleshooting things now and would be unable to help us. He suggested I contact the BBB for assistance, so that is the purpose of my message here. I could see if I could not show proof of purchase with my receipt but this is just not right. I would appreciate your response and hope that you can assist us. This was a lot of $$$ for a mattress and it’s already sinking!
      Thank you very much,
      Anna & Ron Crouch

      Business Response

      Date: 04/06/2023

      **** *** ***,

        We would love to be able to help you. Unfortunately the manufacturer's warranty requires that the law tag is to remain in place on the mattress. This tells us and them when the mattress was produced. They do make us provide pictures before they will help us help you. 

      I have also attached a copy of your receipt and at the very bottom of the receipt it explains that the manufacturer's warranty and if you are non compliant it voids your warranty. 

      I am very sorry you are having a issue with your mattress and I am happy to honor a 25% discount to reselect.

       

      Thank-you,

      Jessica C******

      Store Manager

      Jays Furniture Direct

       

      Business Response

      Date: 04/07/2023

      4/13/2023 THANK YOU SENDING BACKUP ATTACHMENT AGAIN.

       

      JESSICA C****** 

      JAYS FURNITURE

       

      Date Sent: 4/6/2023 4:02:37 PM
      **** *** ***,

        We would love to be able to help you. Unfortunately the manufacturer's warranty requires that the law tag is to remain in place on the mattress. This tells us and them when the mattress was produced. They do make us provide pictures before they will help us help you. 

      I have also attached a copy of your receipt and at the very bottom of the receipt it explains that the manufacturer's warranty and if you are non compliant it voids your warranty. 

      I am very sorry you are having a issue with your mattress and I am happy to honor a 25% discount to reselect.

       

      Thank-you,

      Jessica C******

      Store Manager

      Jays Furniture Direct

       

    Jay's Furniture Direct is NOT a BBB Accredited Business.

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