Complaints

This profile includes complaints for Johnny Janosik, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Johnny Janosik, Inc.

  11151 Trussum Pond Rd Laurel, DE 19956-4522

  
• 

  Johnny Janosik, Inc.

  2230 S DuPont Hwy Camden Wyoming, DE 19934

  
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  Johnny Janosik, Inc.

  3040 Brandywine Pkwy Wilmington, DE 19803-1498

  
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  Johnny Janosik, Inc.

  4719 S DuPont Hwy Dover, DE 19901-6429

  
• 

  Johnny Janosik, Inc.

  1281 Churchmans Rd Newark, DE 19713-2149

  

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:01/30/2025

  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.

  I purchased a large amount of furniture and an area rug from Johnny Janosik in October of 2023. Items were delivered primarily in November. Included in my purchase was a platinum service package for $749.00. On August 29th I made an online warranty/service request due to extreme loss of color to the rug. The loss of color was caused by walking on the rug and not by sun damage. We have no pets, no children, and do not wear shoes in the house. The damage was to the area furthest from the windows. Additionally, I have solar shades to protect my furniture from the sun. (I have pictures but was unable to resize them to attach them). I made multiple calls to Serveco(provider of the service contract) who repeatedly told me that the store will follow up as Serveco does not cover loss of color. It was suggested that the item should have been covered under the one-year store warranty rather than under the service contract. I called Johnny Janosik and left a message with Beth Wilkins @ 302-697-7799. She never called me back. I went to the store in mid-January to demand a response. They took down the history, looked at my pictures and assured me that I would receive a response. Nearly 2 weeks later I received a phone call informing me that "rugs fade", and "it's been more than a year". I have had many rugs in my life, and I have never seen such extreme color loss in a mere 9 months. I would like a refund for the rug (I paid $899.95) and for the service contract ($749.99) as they have not provided me with reasonable customer service. They provided NO communication with me at all for 5 months following my request for service. Johnny Janosik representative stated "it's been more than a year since your purchase" when their records prove my complaint was made well within the year. They did offer me a credit to select another rug, but why would I want another rug when they are subject to such extreme color loss so quickly?

  

  Business Response

  Date: 02/03/2025

  Janosik's was first made aware of the issue regarding the fading rug on 10/3/2024. At that time it was turned over to our Rugs America in-house Rep and expert, Mohsen. The offer has been made, and does still stand, to allow for the customer to return this rug that is fading and to use an instore credit for the full purchase price of $899.95 towards selecting another rug. We do feel this offer is more than fair, considering the rug is outside of the one year warranty. 

  In regards to the request of a refund on the SPE protection plan, it is outlined that fading is not covered under this plan. We are also denying the request to refund the protection plan, because it was not purchased for the rug ONLY. Instead, it was purchased to cover the rug in addition to the $12,000 worth of additional furniture purchased by the customer. The plan covers a multitude of accidental and unforeseen issues that may arise in regards to the clients furniture over a five year period, and is administered by a third party warranty company. 

  I have included a signed copy of the customer's original contact where it outlines that our policy is not to issue refunds and to adhere to all manufacturer guidelines. We do understand the customer is not satisfied and is requesting a refund, but we do feel that offering a return and selecting a new rug is a more than fair and reasonable response. 

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The business responded that they became aware of my complaint in October.  I filed a request for service on August 29th.  On September 9th Serveco advised me that they had forwarded my complaint to Johnny Janosik and someone from the store would be in touch.  Later in September I called Serveco again and asked who I could speak with at the store.  ******** at Serveco advised that all my phone calls were being forwarded to the store representative, and they would be in touch.  In October I called Serveco for the 5th time and demanded the name of the responsible person at Johnny Janosik.  I was advised to call Beth Wilkins.  I left her a voicemail message on 10/10/24 outlining my months long efforts to receive feedback regarding my issues with my rug.   If Serveco repeatedly assured me that they forwarded my issue to the store beginning in early September, why is Johnny Janosik claiming that they did not become aware of the issue until October?  They state that they turned the issue over to Mohsen the in-house rug representative on October 4th.  Mohsen did not call me until January 27thJohnny Janosik states that I paid for a service contract for more than the rug.  My issue is that when I wanted service, I could not get any.  I could not get anyone to speak to me for FIVE MONTHS.  NOBODY from Johnny Janosik responded to Serveco alerting them that they needed to follow up or to my multiple requests for assistance.  In frustration, I went into the store in mid-January to relay all the efforts that I had made.  It took an additional two weeks for Mohsen to call me.  I (now) understand that Serveco service contract does not cover fading but find it absolutely preposterous that the manufacturer and Johnny Janosik think that extreme color loss after nine months is normal and should not be compensated.  I have solar shades to prevent sun damage to everything in my living room.  I do not have pets, and we do not wear shoes in our home.   After 5 plus months of seeking resolution, I am offered a credit toward another rug.  Why would I want to select another rug from a company that does not stand behind the quality of their products.  Why would I want to do any further business with a company that has ignored my requests for assistance for 5 months?I paid for a service contract and when I requested service, I was unable to get any.  This is why I think the full price of both the service contract and the rug should be refunded.  
  
  
  
  
  Regards,
  Complaint ID: 22878208
   
  
  
   
   

  

  Business Response

  Date: 02/17/2025

  We apologize that the customer is unhappy with our response and decision; however, we feel that an in-store credit for the full purchase price towards a new rug is more than fair. 

  We hope to see them soon and look forward to helping them select a new rug. 

• Initial Complaint

  Date:08/08/2024

  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.

  I purchased a new Lazyboy recliner from Johnny Janosik (Laurel). Within 6 months, the leather recliner back began to deteriorate and I contacted the seller. Upon photo proof of damage and an inspection by their technician, they acknowledged the defect and promised to repair the damage. Then a series of run-around phone calls ensued over a 6 month period. I was forced to deal with a third party vendor who promised repair and never delivered, lost records, etc. I was then sent to the Lazyboy corporate headquarters who then denied that their product was defective and informed me that the model recliner I purchased was no longer being made (meaning that the replacement part was not available).
  
  Bottom line: I want a full refund, not a store credit because I NEVER want to deal with these people again (this is not the first problem I have had with their furniture and I probably should not have done business with them this time). The hassles spent with this company are just not worth it. Their 1.43/5 rating is well deserved.

  

  Business Response

  Date: 08/09/2024

  Janosiks was first informed by the customer they were in need of service on 7/2/2024. We did schedule a technician appointment with a Janosik employed technician with over 35 years of tenure for 7/15/24.Based of of that report the technician did find the back headrest area to be defective and the leather was peeling. When repairs were offered the customer request a written guarantee that this issue would not happen again. Since Janosiks is a retailer and not a furniture manufacturer we are unable to honor this request. We did however direct the customer to contact Lazboy corporate for assistance to that particular request. During this time we were notified that the chair in question had been discontinued and no parts were available. The customer did purchase an extended warranty under Service Pro Elite so they were called on on 8/9 and informed that they would receive a 100% in store credit towards the purchase of a new chair. This was not acceptable to them Mr. ***** 

  We apologize the client is unhappy with this response, but we stand by it and feel we are honoring the extended warranty terms. We hope they choose to visit the showroom soon and make their reselection. This offer is valid for 60 days. 

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.The problem was first brought to Janosik's attention in March 2024, well within the warranty period.  The present offer took 6 months and numerous phone calls to Janosik, third party vendors and Lazyboy.  The runaround was horrible and very frustrating.The recliner is a one-of-a-kind white leather recliner that was purchased to match the remainder of the furniture we bought from them.  They did not have any other white recliners like this one that would match, nor have I ever seen one like it anywhere.  Since that model of recliner is out of production and no other similar white recliner that matches is available, a store credit is of no value to me.  In addition to the fact that no acceptable replacement is available, I simply do not want to have to deal with this company again.  The aforementioned furniture also had a defect that required repair, suggesting that the quality of furniture purchased there is inferior. For all these reasons, I want a refund (a "divorce") from this company: poor product quality, endless phone calls that did not solve the problem, and inability to get a matching replacement.  A 1.43/5 customer rating (very poor), supports my claims.I want to be able to take my refund to another company, get a better chair, and not have the hassles if there is a problem.  Their offer of a store credit does not fix any of these problems. 
  
  
  
  Regards,
  Complaint ID: 22111731
   
  
  
  
   

  

  Business Response

  Date: 08/27/2024

  We respectfully are standing behind our original decision to offer 100% of the original purchase price as an in-store credit. We offer endless options of custom special order leathers and fabrics. In short, if the customer hopes to find something that will coordinate with existing pieces in their home, then we are the place to find it. While we do understand the customer is asking for a refund, we are offering the credit. 

• Initial Complaint

  Date:08/03/2024

  Type:Sales and Advertising 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.

  I purchased a couch from the Laurel, DE location on 8-3-24. They had signs saying they refund the difference in price by 110% in Delaware, Maryland, Virginia, New Jersey, and Pennsylvania. Staff told me to send in the website listing or article if I found a better price and they would return the amount to the credit card I used. They did state it had to be a brick and mortar store, not a website. I went home and found the same couch for $400 less. I sent an email with the link and screen shots of the advertised price as well as calling the store. I was then informed that it must include tax as well as the delivery charge (which was an additional charge at Johnny Janosik). They also said they would not price match because the store would not deliver to my home. No brick and mortar location is going to deliver from Virginia to Delaware. They should really include these terms in the signage and inform employees so that customers are aware. Instead, they lead people to believe that they will honor better prices. A $400 difference was not a small amount.

  

  Business Response

  Date: 08/09/2024

  We appriciate the feedback regarding our price match gurantee. The store customer is mentioning is located in Bristol, VA (near the Tenessee line) what they have available for sale is a two year old floor sample, and they will not deliver to Delware. Our price match only convers our Trade area and also new warehoused product. Our VP of Sales is reaching out to Ms. ******* to offer her a $200 credit towards a future purchase for the misunderstanding.

  Customer Answer

  Date: 08/14/2024

  I'm aware of the store's location. It is in Virginia, which was included in your price match guarantee. It was a physical store with an advertised price. I did not want your $200 store credit because I was told that if you found a better price, the refund of 110% of the difference would be refunded to the original payment method. I want your company to be honest in advertising your price match. I may have had better luck if it was a floor model (which their store does not say) considering my couch was delivered a week ago with 2 spots that are ripped and staples are exposed. I'm still waiting to hear when someone will come to repair it. 

  
  

  
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 22087168

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 08/27/2024

  We again apologize if the customer feels we were not fully transparent with our price match guarantee, but we have been offering for several years without complaint. The other store the customer is referring to is located in Virginia; however, they are outside of our market area and will not deliver to her. This is one of the largest factors in our guarantee. We are sorry to hear there was an issue upon delivery. Our Customer Care team will be reaching out within 48 hours to schedule a tech appointment. 

• Initial Complaint

  Date:06/19/2024

  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.

  6/6/2024, Jonny Janosik, SHU #1019000 Lvs (love Seat) delivered with the back of seat with a bulge, pattern off, & wrinkles. Technician tried to repair but bulge &pattern was not fixed properly nor the wrinkles. Second technician came & indicated he couldn't make a satisfactory repair.
  We requested a new love seat & a agent called 6/18/2024, said he would need the managers approval. He has not called back. We expect the back should be defect free. They are dragging this out & we have lost confidence that they will replace the love seat? Please help us resolve this matter. Pictures were sent to Johnny Janosik.

  

  Business Response

  Date: 06/21/2024

  We are sorry to hear of the quality issues with the ****'s recent furniture delivery on June 6, 2024. We did send a technician to their home to make an assessment, take photos, etc. It was determined that in order to correct the issue we needed to order a complete back with padding and a new toss pillow. Both of these items for repair have been ordered with Craftmaster, the manufacturer of the customer's loveseat. Our Customer Care representative spoke with the customer on 6/19 and again on 6/20 to make them aware of this course of action. Once the parts arrive we will be scheduling an appointment for a technician to return to their home and make the necessary repairs. It is most unfortunate that their order was not 100% perfect upon delivery, and we do reserve the right under the manufacturer's warranties and guidelines to offer up parts and repairs as the first course of action rather than replacement. Please note this item was also a custom order made especially for the ****'s. I have included a signed and initialled copy of the customer's invoice. We pride ourselves as a company on being fully transparent of all our purchase policies and how we address any service or warranty claims. Service after the sale is very important to us and we want to thank the ****'s for giving us an opportunity to follow up, follow through, and leave them with a satisfying end result. 

   

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Issue not resolved.  It's been 61 days since John Janowski said they ordered replacementMaterial & backing for the Love Seat sent to our home with material backing pattern notAligned & wrinkled.  To date, no materials have been received from Hickorycraft company . Need this replaced or our money back.  Total order was approximately $4,000. That is a couch, chair love seat, & pillows.
  
  
  Regards,
  Complaint ID: 21874294
   
  
  
  
   

  

  Business Response

  Date: 08/21/2024

  Parts were ordered for repair prior to the last technician visit on 6/18/24. Upholstery parts can take 4-12 weeks to arrive from the manufacturer.  We have been in communication with the ****'s to express updates. As of today the parts have shipped and we have a follow up appointment scheduled to resolve these issues on 8/27/24. 

• Initial Complaint

  Date:06/18/2024

  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.

  We purcheased a Leather reclining sofa in the amount of 2399.95 and purchased the warranty for 399.99 May 25-2020 all in cash. Since then the sofa has come apart in between the middle cushion that no one sits on because it doesn't recline. 4-8-24 and s/w the person that sold me the furniture(******* ********) and she gave me the ins co info to file a claim. I called the ins co and was told how to file the claim. 1 wk later I get a call from them telling me that they no longer handle JohnnyJanosik claims and that Guardsman is the new carrier and has been since 2021. I filed a claim thru them. 4-24-24 I called them to FU and I'm told the claim was denied due to wear and tear. How is that possible when the middle cushion isn't in use? I called the store and s/w the manager **** *************, when I told him what the problem was he said he would work with me to get this resolved and that he understood my frustration. He stated he would have someone look into this and have them get the photos from the ins co. I called him back on 5- 6-24 he asked me if I recieved a call from someone that was suppose to be looking into the situation. Keep in mind he never gave a name of this person. I told him I haven't heard from anyone. He tells me he'll look into this and someone should get back with me. 5-23-24 and I went in the store to see ****. I'm following up because I haven't heard anything from anyone, he starts looking for emails that aren't there and I showed him pics. He tells me that he'll look into this and he would get back with me 5-29-24. No call from him so I call and LVM . Then 5-30-24 I get a call from ***** ******. She said she was in customer service and she requested the pics. I sent them to her and gave her the whole story. She said this will take a very long time to get an end result but I would hear something. I called her 6-13-24 LVM and no reply.. This is just unheard. I can't beleive how Johnny Jansik treat their customers after they get your money

  

  Business Response

  Date: 06/19/2024

   

  The additional warranty plan the Ms. ********* purchased was through a company called Guardsman. This warranty makes provisions for all things accidental that can happen in an instant; for example, rips, tears, burns, spills-- but it does not take the place of the manufacturer's warranty in regards to wearability and use. As a retailer, Johnny Janosik upholds all manufacturer warranties. The customer's sofa is four years old, and therefore outside of her one year warranty with Southern Motion. ***** in our Customer Care department did reach out to the manufacturer in May to ask if they would cover this type of cracking and peeling since there does not appear to be any signs of heavy use or mistreatment of the sofa. We pressed them for a reply today and they have agreed to ship us new seat casings at no charge to the customer, and Janosik will send our technician to the customer's home at no charge to install. We feel that this solution is more than fair and reasonable. We also appreciate Ms. ********* holding us accountable for the follow up she deserved regarding this matter. We truly value our customers, and as a local family run companyy of over 70 years; service and our community is very important to us. Our Customer Care department has placed the parts on order with the vendor today and will monitor this till completion, while staying in communication with Ms. *********. 

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  My case is still open. Johnny Janosik sent a technician out to replace the casing July 18th He had a set of 3. He replaced the center casing and told me the other ones didn't need to be replaced. Now if you have 3 why would you not replace all the so the sofa would be uniform?? He told me to keep the other 2 casings and left them on the floor in a bag. After he left, I noticed he didn't put the furniture back together properly. It has gaps and one side leans on a slant. I called Ms ****** the customer service rep that sent him and told her what was going on. She requested I send Pictures. I uploaded the pictures July 21st. I received a call 3 days later. She asked me what I wanted the outcome to be. I told her I wanted a store credit. She said she would get back to me.  I called back a couple of days later and spoke with ******* the manager of customer service and she stated the information I sent was sent back to the manufacturer and it was up to them what the outcome would be and that someone would contact me. That was July 26th. I haven't heard anything from anyone. These are the photos that were sent to the manufacturer. If the manufacturer doesn't resolve this, it's Johnny Janosik Responsibility. I purchased the furniture from them and paid for warranty that doesn't pay out. This situation started months before the furniture became 4yrs old. I've been dealing with this since the end of March 2024
  
  
  Regards,
  Complaint ID: 21869011
   
  
  
   
   

  

  Business Response

  Date: 08/21/2024

  As previously stated, "The additional warranty plan the Ms. ********* purchased was through a company called Guardsman. This warranty makes provisions for all things accidental that can happen in an instant; for example, rips, tears, burns, spills-- but it does not take the place of the manufacturer's warranty in regards to wearability and use. As a retailer, Johnny Janosik upholds all manufacturer warranties. The customer's sofa is four years old, and therefore outside of her one year warranty with Southern Motion."

  After the customer's center cushion was replaced due to cracking and peeling from four years of use; the technician who last visited her home on 8/12/24 did report back that Mrs. ********* would like for the left and right end cushions to be replaced (due to flattening again from use). We did receive notification from the manufacturer, Southern Motion, that they would send those cushion cores at no charge as a one time courtesy (due to the sofa being out of all warranty periods). The order was placed on 8/13/24 and our Customer Care team did leave a voicemail message that day to notify the customer. We are awaiting the parts arrival and will then contact the customer to schedule a service appointment. Just to reiterate; we feel this resolution is more than fair given the age of this sofa. We apologize that our customer does not agree with our attempts at service, but replacement or instore credit is not an option given the timeline. 

  As always we appreciate the feedback and always look for ways to improve upon our customers' experiences. 

• Initial Complaint

  Date:11/05/2023

  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.

  We purchased a sectional couch piece and it has been a disaster! Recently the arm rest inner wooden pieces have collapsed and pieces poke you when you are sitting near it. Also the cushion has to be pushed in every time you sit down by lifting the top cushion to hold it in place. They refused to fix the cushion and for the arm rest they just sent a cover to put over it which is ridiculous and doesn’t fix the problem. It is not safe!!!

  

  Business Response

  Date: 11/17/2023

  While the isue with the cushions sliding out are normal; the issue with the arm frame is not. 

  A member of our Customer Care Management team will be reaching out to our customer and offering a return with full instore credit 

  reselection option. We hope this resolves all of the concerns and apologize for any hardship this situation may have caused. 

  Customer Answer

  Date: 11/19/2023

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20827221

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:08/16/2023

  Type:Billing 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.

  WE BOUGHT A 3 SECTIONAL RECLYNER SOFA AND PAID $2,473.00. WHEN DELIVERED WE NOTICED THAT ONE OF THE RECLYNERS WAS WORPED AND IT SQUEEKED WHEN RECLYNING. WE CALLED CUSTOMER SERVICE SEVERAL TIMES BEFORE AN APPOINTMENT WITH A TECH WAS MADE. IT TOOK WEEKS FOR THAT APPOINTMENT TO HAPPEN. TECH SPENT QUITE SOME TIME TRYING ADDRESS THE ISSUE BUT WAS ANABLE TO FIX IT. WE WERE TOLD SOMEONE WOULD CONTACT US FOR ANOTHER TECH APPOINTMENT. MORE WEEKS WENT BY AND FINALLY WE CALLED TO COMPLAINT THAT WE BOUGHT THIS SOFA 5 MONTHS AGO AND HAVE NOT BEEN ABLE TO USE IT. ANOTHER TECH CAME AND STILL COULD NOT FIX IT. WE WERE TOLD A WHOLE NEW RECLYNER SECTION HAD TO BE ORDERED TO REPLACE THE DAMAGED ONE. WAITED FOR A COUPLE OF MONTHS AND KEPT CALLING UNTIL FINALLY 8 MONTHS AFTER WE BOUGHT IT, WE GOT THE NEW RECLYNER SECTION. IN JUST A FEW WEEKS, WE NOTICED THE SAME PROBLEM YET AGAIN. MORE MONTHS WENT BY, WE CALLED THEM AND AGAIN WAS PROMISED A CALL FROM A TECH TO MAKE THE APPOINTMENT. MOST OF THE PHONE CALLS WERE VERY STRESSFUL BECAUSE THE PERSON ON THE PHONE WAS RUDE AND UNPROFESSIONAL... ALMOST ACCUSING US OF BEING A PAIN AND UNMERITTED CLAIM. BECAUSE WE PAID FOR AN EXTENTED WARRANTY, THANK GOD WE DID BECAUSE THIS WAR HAS BEEN GOING ON FOR A YEAR AT THIS POINT... 2 MONTHS AGO WE CALLED AND DEMANDED A RESOLUTION AND SINCE WE BOUGHT THIS SOFA 18 MONTHS AGO (YES IT HAS BEEN THAT LONG AND WE STILL DON'T HAVE WHAT WE PAID FOR), WE EXPECT THEM TO REPLACE THIS SOFA WITH A BRAND NEW ONE THAT HAS NO ISSUES, WE PAID FOR A BRAND NEW ONE THAT WORKS PROPERLY. HERE WE ARE MONTHS LATER (SEEMS LIKE IT IS THEIR NORM TO MAKE CUSTOMERS WAIT FOR MONTHS) AND WE STILL HAVE NOT RECEIVED A CALL FROM ANYONE. THEY JUST DROPPED US OFF IN LA LA LAND. WE WANT A BRAND NEW SOFA OR A FULL REFUND OF OUR MONEY.

  

  Business Response

  Date: 10/03/2023

  Our Customer Care Dept has reached out to offer a reselection aka new replacement in an attempt to resolve our customer's concern. 

  Customer Answer

  Date: 10/06/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  I spent over 2 hours looking at everything in the store to choose a replacement for the defective sofa we got, however there was no comparable or anything in the same price range that meets our needs.  Therefore, because the business will not refund our money, we have no choice but to keep the sofa we have and hope that the defects do not get worse.  This is not a good way to force your customers to either keep the damaged furniture or choose something else that does not either fits their needs and wants OR will they refund the price paid for the furniture.  As a matter of fact, the sofa we got has been DISCONTINUED and it can't be replaced. It was decent of them to give us the option to choose another one, but if we chose something we don't like, that is either higher price and we have to pay more to get it or choose something that is less expensive and lose the difference, because they will not refund the difference in price.
  
  
  Regards,
  Complaint ID: 20479874
   
  
  
  
   

  

  Business Response

  Date: 10/06/2023

  We regret that our customer is unhappy with our offer for a full in store credit, but have decided this course of action is more than fair. Respectfully, we suggest that Mr. ********* come back to the showroom and work with a member of our management team to assist him with selecting a new sofa. It is also worth mentioning that with this price point and style of sofa we have an abundance of items to choose from. As a top 100 national furniture dealer we offer the most robust (over 120 vendor partners) selection on Delmarva. Parker House, the manufacturer, did discontinue this particular sofa; however, they have several other options with only slight variations. Simply put, a power reclining sofa is extremely popular and well represented on our showroom floor. Lastly I have included the signed paperwork from point of sale that outlines our Customer Care policies as they pertain to warranty claims. "We reserve the right to repair or replace damaged/ defective merchandise at our discretion." We have a zero refund policy but are more than happy to allow the instore credit and return of the customer's current sofa for a period of 90 addittional days. 

• Initial Complaint

  Date:02/20/2023

  Type:Billing 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.

  Purchased furniture in 2020. Recently had a drawer fall apart. I called the store to submit a claim. They immediately told me they don’t handle the claims and to file with another company. I filed with that company. I Have called them several times and it’s been a month and I still have a broken drawer and no one has been in contact with me to tell me when it will be fixed. At the time of purchase, Johnny Janosik pushed this package onto me to ensure the quality of this furniture and promised it would always be taken care of and was a great add-on package to have in the case of damages. They should have disclosed that the company is crap, never returns a call, doesn’t come to fix your furniture and you’re left with broken furniture for months at a time. Who will fix my furniture?!?

  

  Business Response

  Date: 03/03/2023

  Customer did purchase an extended warranty through the Guardsman company. After originally viewing this complaint our Customer Care Manager, **** *******, 

  contacted the Guardsman company claims department and spoke with Denise, who indicated that both of these claims were being reviewed and should be covered. 

  We were told that the customer should be contacted by Guardsman by this past Monday, February 27th. 

  Janosiks Customer Care team followed up by leaving a message for Ms. ***** to advise of the above inforamtion and asked that she please call us back if she does not

  hear from Guardsman. As of today Friday March 3rd we have not heard back from the customer so we will consider her issues resolved, but we will also be more than happy to assist in the future should she call. 

  Customer Answer

  Date: 03/07/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  Both Guardsman and Janosik reached out, however, guardsman didn’t schedule a tech to come to my house to even look at my broken furniture until March 21, 2023.  How is this a good business practice to have a customer be without furniture for almost 2 months? This is the worst customer service I have ever experienced and I paid way too much money to be in a contract plan that does not service customers asap. Jonny Janosik needs to refund the money I paid to be in this service plan because it’s a scam for more money. I have since contacted the actual furniture maker,(American Woodcrafters) described the part that was broken, and they sent me the part free of charge. That is customer service and what jonny Janosik should have offered. I will never buy from them again. Kudos to American Woodcrafters for their amazing turn-around time, and excellent customer service. Jonny Janosik and guardsman are pure crap. I expect to be refunded for this service plan that is beyond terrible. 
  
  
  Regards,
  Complaint ID: 19435669
   
  
  
  
   

  

  Business Response

  Date: 03/16/2023

  The customer voluntarily choose to take advantage of the Guardsman third party accidental protection plan warranty that was offered upon the original purchase back in June of 2020. This plan is intented to assist with any type of accidental damages or defects after the one year manufacturer warranty has expired. The client did not reach back out to the store or our Customer Care department after her last communication with the Guardsman company. Receiving a service appointment within a (1) month period does not seem out of line considering comparison to any other relavant service industries ex: appliiances, vehicles services, (non-emercency services) etc. Jansoiks is very happy to hear that the manufacturer of this furniture, American Woodcrafters, was able and willing to help the client directly. Since Janosiks is the retailor we are forced to hold firm to the manufacturer's guidelines in terms of warranty and service-- however the manufacturer has the latitude to offer assistance where they feel appropriate to do so. We are not able to refund Ms. ****'s Guardsman warranty purchase from June 2020 in the amount of $249.99. The first reason would be for the 45 months worth of coverage that she has been protected under since the original purchase, and secondly because Guardsman is attempting to offer resolution to the customer. 

  While we are truly sorry that Ms. ****s is unsatisfied with JJ and Guardsman's reaction and response we feel that this situation was handled appropriately. 

   

   

• Initial Complaint

  Date:10/28/2022

  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.

  Date of Purchase: 3/5/22
  Invoice # 1-842721
  My husband and I were referred to JJ by a neighbor who had recently purchased a new mattress. We met a salesperson, ******** ****** and told her we needed a firm mattress with good support. Ms. ****** spent a very long time with us, directing us away from the mattress we originally wanted to look at and having us lay on many of the adjustable beds on display. She discussed with us at length our sleep positions and gave us pillows that matched. Each time she directed us to lay on a bed, she would adjust the mattress and continued to espouse the benefits of the adjustable as she observed our sleeping patterns and discussed health benefits, etc. We spent a total of $5279.84, more than we had budgeted for. After a few days of sleeping on this mattress, however, I was having lower back pain and would wake in the morning barely able to stand up straight. I emailed Ms ****** and told her my problem and within a few days she called and what she told me was shocking. She said "it takes 30 days to develop a new habit". She told me that after 75 years of sleeping on my side, I would have to learn how to sleep on my back, which would be the only way to avoid the back pain. When I asked her why I was not told this in the store, she said that she believed I had enough cognitive ability to know this, that it went without saying. I decided to visit the store a few days later to talk to the store manager, feeling disrespected at this point. He told me that I should not have been spoken to in this manner and directed me to the bedding manager, a young man, who told the store manager he was aware of our concerns. The manager directed us to the bed we purchased and said "it takes 30 days to develop a new habit". I left. I have been going for physical therapy for my back but cannot afford to replace the bed, which is breaking down every day. I was misled and treated with disrespect by ** whose sales practices are not honest.

  

  Business Response

  Date: 11/04/2022

  The customer did purchase a high quality mattress and adjustable base set from us back in March of 2022. We are very sorry to hear that the customer is not happy with their purchase; however, all customers are told at their original point of sale that all sales of bedding are final and we cannot offer any refunds or returns. For this reason we ensure that our sales staff are highly training on the "rest test" method of sales and attempt to assist in the buying purchase with their knowledge of all the brands and styles of beds that we sell. Our intention was certainly not to misguide or offend Mrs. ********, but to offer assitance and education regarding industry bedding practices. For example, if she were to try changing sleep position she may find it more comfortable. I am including copies of the original sales agreement. On the front you will see a stamp indicating "BEDDING IS NOT RETURNABLE DUE TO COMFORT ISSUES" where the customer did initial. There is also a seprate section on the back stating the same thing where the customer also initialed. Again we are very sorry to hear that the customer is not enjoying their bedding purchase, but we will not be taking it back. 

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  hank you for your assistance.  I could not open the above attachment, which brings me to a staff log in.  I do, however, want to respond to the message from Johnny Janosik, Inc.   Their response states "Our sales staff are highly training on the "rest test" method of sales and attempt to assist in the buying purchase with their knowledge".  Evidently their sales representative was highly trained and, as I said previously, spent a great deal of time reviewing our sleep positions.  To not tell me upfront that the position I have slept in for over 75 years would cause me pain if we purchased the bed she was recommending was lying by omission to make a sale.  To tell me that she kept silent because she thought I had the cognitive ability to know this without it being said was not only rude, it was unethical.  This is not a complaint because the bed was too hard or soft; this complaint was issued because I wake up every morning with lower back pain - something I have never previously experienced and they were aware that this would happen when I was directed to this bed and others like it.  I also submitted my original sales receipt with my complaint, which obviously does not have stamps on it.  This matter has definitely not been resolved and won't be until they own up to their deception and make it right.  I have a base which cost over $1300 that I can now no longer use for fear of addition physical distress and a mattress that cost over $3300 that has broken down, which I was promised would not happen, with the original short-term use of the base.  I am a very well-respected social worker with fourty years of experience.   I recently retired and have been looking forward to a very active retirement; I am very worried about the long-term consequences of their negligence.      I would appreciate being advised of any future steps that need to be taken and appreciate all your assistance.
  
  
  Regards,
  Complaint ID: 18327189
   
  
  
  
   

  

  Business Response

  Date: 12/02/2022

  All customers are told at the original point of sale (as well as initialing and signing our store copy of the invoice) stating that all bedding sales are final, and there are no options for returns due to comfort issues. Again, our intention was not to misguide or offfend Ms. ******** during her selection process, but instead to offer assitance. Ultimately the final decision to purchase this particular bed resided with the customer, just as in any buying situation where a sales associate is available to offer industy knoweledge as a resourse for decision making. 

  While we understand that Ms. ******** is unsatisfied with her bedding purchase; as previouisly stated, we will not be allowing the return or replacement of this product.