Complaints

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• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair 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.

  Our custom Justice Furniture sectional purchased on 9/5/2022 at Sleep Ezzz in *****, ** for $7,200.It was delivered on 11/19/2022. By 12/14/2022 I had already reached out to the owners at Sleep Ezzz with quality issues of the fabric and cushions. Imagine being sold a song and a dance that this furniture that was purchased and custom made was supposed to last twenty years and it arrived with this terrible quality of workmanship.Then, on Feb 9th (after some decorative holiday blankets were taken off the couch and we took a better look at it) we noticed how poorly the fabric grain lined up on the arms. We sent more photos to document that issue. We also noticed the sectional pieces did not line up properly (large gaps) and the fabric was very loose on the back of the sections. **** (former employee at Sleep Ezzz) told us per our warranty they would replace the fabric on the couch cushions - corner and chase. The cushions were picked up and taken back to the factory. It was steamed, not replaced. Im still not sure what Justice thought they would accomplish by steaming the fabric because that will not prevent it from stretching. When we brought this to Marks attention, he was in denial that he ever said they would replace the cushions until he checked his email records and verified, he indeed did say that. The steaming did not fix the issue with the sagging cushions, and at that time nothing was ever done to address the other issues. Following return of the cushions, we had to insist that the Justice Rep come put eyes on the couch for herself to see the issues we were having. Unfortunately, I was not here, but my husband walked her through and showed her everything. She was pretty rude and not the least bit understanding. Even when I showed her clear defects in workmanship and fabric / stretching, she was non-committal on anything. She even said, well once the fabric relaxes you won't have the stretching issues. Does that even make sense? My husband even showed them both how he could leave his handprint on the corner cushion and leave a permanent depression by barely touching the back of one of the units. After that abysmal meeting we were told they would be picking up the couch to fix all the issues; fabric grain not straight, poor quality of inserts in corner cushions, restretching the fabric on the back of the sections, overstretched fabric from normal use on corner cushions, and the bases of the sectional not lining up with large gaps we could put our hands in. Sometime after the pickup on April 13th, maybe a week or 10 days, we get a call from ****. He explained that the sectional was still at Sleep Ezzz facility pending pick up. This was very surprising to me given the time frame lapse from when they picked it up from us. But what was more surprising is that **** acted like he had amnesia and had to be reminded of what the issues were prior to sending it back to Justice. He was even seemingly in agreement with myself during the meeting with ***** (from Justice) over the issues that I pointed out and took photos. It had been seven plus weeks since the couch was picked up and I was kind of curious when we might get it back. I reached out to ***** in the repairs department at ******* on May 31st. She could not provide a time frame on when the repairs would be finished and even relayed that she was not sure they could even fix the issues. We finally received our couch back after all of the repairs were made (it was sent back again because it was damaged in a spot upon transit) almost a year after ordering it.Not once did we receive an apology, a replacement couch to use for the 200+ days we were without furniture, or even a hint of concern from Sleep Ezzz or Justice Furniture. Neither company cared that they had abysmal customer service, terrible quality control, employees that had no issue twisting the truth to cover their missteps, or how they inconvenienced their customers. We came to a point in dealing with all of this that we didn't know if we were going to get our sectional back and if we were just scammed out of a lot of money. That is a terrible feeling when a supposed reputable business acts in that way.

  Business Response

  Date: 04/20/2024

  Hi, Sleep EZzz sold the *** family a Justice sectional on 9/05/2022. We recieved a complaint that the cushion covers had wrinkles in them. We picked up cushion covers and sent back to the manufacture promtply to resolve.The fabric the ***** wanted and picked is a soft knit material made to expand and contract for the best comfort level available in fabric.The fabric will natuarly relax while sitting on and come back to the original form through normal use of the furniture and provide years of comfort and durability. After discovering there was not a defect in the material the factory steamed the coushin covers and returned to us. From that point we were informed there was an additional complaint on the arm of the sofa. We arranged for a manufacture rep to come by the ***** home and go over any and all complaints they may have. At this time we arranged for Justice to pick up the sectional and redo the concerns addressed to uphold our very important customer service policy. When we recieved the sectional back from Justice, we called to inform the ***** we had the furniture back and wanted to set up delivery. Without coming by to inspect the furniture, we were given an additional list they wanted done to the sectional. ******* again scheduled a time to pick up the sectional for the additional concerns. To make sure there was not any additional items we were unaware of, we confirmed the concerns again with *********** before Justice picked up again. At this time we recommenended for Justice to completely re-build the sectional in order to make sure the ***** were completely happy with the results. After delivering we were informed there was a scratch on one of the feet and again picked up the section with a scratch and had redone to perfection. Unfortunately in the manufacturing proccess of any product there can be mishaps and we made 100% sure each and every concern was attended to and resolved to our very best ability. We delivered the sectional to the ***** and everything was inspected and signed off on. Additionally we have offered $250 for a good will gesture to the ***** to go above and beyond just the repairs.Unfortunately because of the continued additional request that came up throughout this it took time to make everything happen. We are truly sorry the situation has come to this but have definately done everything to resolve this matter. 

  Respectfully, 

  ****** Creech

   

  Customer Answer

  Date: 04/22/2024

  Complaint: 21530734
  
  I am rejecting this response because:
  
  1. We as customers advocated and pushed for the repairs, the rep to come to our home, for quality control, and for Justice and Sleep Ezzz to stand behind what they sold us. Mark ***** ****** at Sleep Ezzz did not want to purse these repairs  

  2. Ive been a seamstress for 25 years and the fabric they sold is NOT knit, but woven. There is a huge difference. Knit fabric isnt sold for couches or cushions because it will stretch. For reference knit is like what T-shirts are made of. The fabric isnt supposed to stretch on cushions because it will always be saggy and droopy looking and will not bounce back and return to its previous constructed shape. 
  

  3. We never refused to come to the store to look at the repairs. These kinds of accusations are false. **** used to work for Sleep Ezzz and caused a lot of problems during this whole repair. We caught him in lie after lie, and he didnt like that we held him accountable. We asked to speak to ****** directly serval times and **** was the gatekeeper to that conversation. We never cookie get to ****** to tell him the truth of what was going on. 
  

  4. I never refused a delivery. The first time I picked up the couch they had to for I believe 1.5 months. I asked what repairs were made. Once **** confessed that none were made I told him that I would save him the trouble if delivering it and send it back to Justice to be corrected.  
  

  5. It was absolutely ridiculous that this whole process took a year. 100% unacceptable. 
  

  6. A $250 gift certificate for a $7,200 sofa purchase is insulting. You should be ashamed. 
  
  Sincerely,
  
  *********************