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Business Profile

Furniture Manufacturers

Brown Jordan Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:06/07/2024

    Type:Order Issues
    Status:
    Resolved
    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.
    In October 2022 we purchased a sectional, ottoman, and 4 chairs from Brown Jordan, a company that claims to carry luxury patio furniture. The finish on some of the chairs has since peeled. The warranty for these chairs states, “If the finish peels or blisters within 15 years from the date of purchase, we will repair or refinish the frame in the original color and style, or in a similar style if color or model has been discontinued.” Upon contacting Brown Jordan about this, they asked that we send photos. We did so, and Brown Jordan refused to honor the warranty because they incorrectly concluded that the chairs were subject to “impact damage.” These chairs have never sustained any impact. They are located on a protected balcony. It is virtually impossible that they would be blown around. Plus, we take them inside daily when we are not using them. We even sent a video of the chairs on a windy day to Brown Jordan and put a light blanket on top to show that not even the blanket moved in the wind. In fact, we have other furniture on the same balcony from a different manufacturer with the same finish as the Brown Jordan furniture, subject to the exact same conditions, and it has never peeled or shown any wear. We sent all this follow-up information to Brown Jordan, and even requested that they send somebody to see the chairs rather than make a faulty assessment based on photographs. The company’s response to this was the same as their previous response, that “they are likely getting thrown around the balcony in the wind.” Their assessment has no basis. The bottom line is that the peeling is not from impact damage, and our chairs should be fully covered under the Brown Jordan warranty.

    Business Response

    Date: 06/17/2024

    Hello,

    Brown Jordan Warranty received the warranty claim for ***** ******** due to finish damage to her Brown Jordan furniture.  We reviewed the submitted photos with our Quality Team and it was determined that the damage was due to impact damage.  We let *** ******** know that we would be happy to review any other photos she had because she was saying that the damage she showed could not possibly be from impact.  The a few days later additional photos were provided that seem to show an issue with the paint adhering to the frame, and causing it to bubble and peel.  We have since made contact with *** ******** and let her know we would be replacing the frames for all products with this damage.  We are now working out the ship to details, but we should have an order drawn up in the next few days (no charge white glove delivery included).  Our lead time for warranty replacement products is approximately 3 weeks in production and 7-10 business days for shipping.

    Please let me know if you have any questions.

    Customer Answer

    Date: 06/18/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]


    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. 





    Regards,



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




     

Brown Jordan Inc is NOT a BBB Accredited Business.

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