Complaints

This profile includes complaints for M Jacobs Fine Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  M Jacobs Fine Furniture

  3194 Gateway Loop Springfield, OR 97477

• 

  M Jacobs Fine Furniture

  2994 NE O B Riley Rd Bend, OR 97701-7533

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  M Jacobs Fine Furniture

  1162 Gateway Loop Springfield, OR 97477-1115

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  M Jacobs Fine Furniture

  3192 Gateway Loop Springfield, OR 97477-1165

• 

  M Jacobs Fine Furniture

  1174 Gateway Loop Springfield, OR 97477-1115

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:05/12/2025

  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 furniture was delivered in July of 2024. At the end of January 2025 our brand new custom made furniture from *****, stopped functioning. The left side motor of the love seat recliner stopped working, we are no longer able to recline with support. We are left to put a stool in front of our left side sofa recliner if we want to put our feet up, but, this is extremely uncomfortable. Second week of February a repairman was sent out. This was not a qualified repair person, he could not even diagnose the problem correctly. This also extended our repair service time. It was necessary to later flip our sofa over to photograph the tag, this happened at the end of March. My wife was unable to do that at the time and they had to send a person out to accomplish this, this also cost more delays Since then we have done nothing but listen to incomplete promises of a motor is on its way from somewhere beyond the **. We have also been told for the last 3 months that the part is not available to repair our recliner. As of this posting May 12th 2025 there has still not been a desired result, repair, nor a promise of a repair. We continue to wait for a motor from somewhere in the ether. Because in the last 3 months that motor is not been able to be manifested to fix our furniture. My wife had surgery on her left hip on May 8th, the same side that is broken and now is not able to fully utilize our loveseat to the best of its ability to facilitate her recovery. She is locked in only a right side extending recliner instead of being able to use the left side which would most benefit her recovery. We keep making numerous calls we keep hearing numerous promises. As of date nothing has been done to a satisfactory result, nor a repair date.

  Business Response

  Date: 05/20/2025

  I hope this message finds you well. I wanted to provide a detailed update regarding the replacement motor ordered for your Natuzzi piece.
  On February 5, 2025, the motor was ordered directly from *******, as this is not a part we carry in stock at our location. Following the order, the manufacturer requested the ** tags for the piece. Since the customer was unable to provide these, we arranged for a technician to visit the home and obtain the necessary photos.
  On March 13, 2025, ******* confirmed that the order had been processed under warranty, and we were advised that delivery would take approximately 4 to 6 weeks. The customer was informed of this timeline at that time.
  When the six-week period had passed and the part had not yet arrived, I followed up with the manufacturer on April 14, 2025. The customer was also notified of this delay. After receiving no response, I sent three additional follow-up emails requesting an update or tracking information.
  On May 13, 2025, following receipt of a letter from the Better Business Bureau and another request for an update, the manufacturer responded on May 15, 2025. They apologized for the delay and noted that they had not yet received a clear explanation from the factory. However, they are now taking immediate steps to resolve the matter.
  Upon further review, they confirmed that the motor is currently available in their ************************. To expedite the process, the order has been updated to ship directly from this facility instead of from *****. As a result, we expect to receive the part within 2 to 3 business days.
  Once the part arrives, we will promptly contact the customer to schedule a convenient date and time for the installation.
  Please let us know if you have any questions or need further clarification.
  
  Best regards,
  *******
  M.Jacobs, Service Coordinator 
  

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 originally picked out and bought a 5 piece bedroom set in May 2023. The furniture was delivered by august, I immediately noticed damage and defective pieces. The drawers on the dresser did not close properly and were crooked as were the drawers on the boot board of the bed. The night stands both had scuffs and scratches on the top and corners. I called m Jacobs and they sent someone to my house to verify that these items were not brand new nor in satisfactory condition. They quickly sent me a new dresser which was from the floor display in the showroom. This dresser was a different shade of white/off white than the rest of my set. Again, they sent someone to my house in the next week or so to verify that the furniture set did not match. The service man confirmed and assured me this would all be straightened out. Over the next month or so I would call the service manager at m Jacobs for updates on how this was going to be resolved. Eventually, I am told they would have to get these pieces made so that I could receive brand new furniture in which I was promised on the day of purchase. The process took over 3 months and I again call for updates, they get back to me with a delivery date being in April of 2024, almost a year after I purchased my bedroom set. The set is delivered, this time obviously new furniture, coming with foam wrapped around the handles and pieces covering corners. I was very pleased to finally receive the furniture that I paid thousands of dollars for and have been patiently waiting for. However, there was a new problem. The brand new furniture is a different shade than my tall chest from the same matching set. I call and they say I would have to pay an additional $350 to get a matching chest. I purchased a matching bedroom set that now does not match. I have called 5 times since being told I would have to pay more and have not received a call back. I have left messages with response in return. All I want is for my matching bedroom set to match.

• Initial Complaint

  Date:07/26/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Couch paid for on October 26, 2023 ($1,199.00 plus $190.00 5-year warranty). Defective couch delivered broken on January 23, 2024 (unusable; ultimately determined frame bolt missing). Requested replacement or money back--many phone calls made, refused talking to supervisor, false action dates, etc. On March 27, 2024, company advised a new couch had been ordered and would be delivered in 2-3 weeks. New delivery dates extended numerous times. On June 11, 2024, company delivered second defective couch (all four legs extremely loose; delivery person unable to tighten). Calls made during delivery requesting to speak to a supervisor unsuccessful--driver left my home refusing to take both defective couches from my house--left first defective couch sitting in driveway. Company has not contacted me for any attempted resolution,

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Found Cabinet Sleeper Chest=*** at M. Jacobs Furniture at ******************************, conducted a thorough review of chest, minor scratches, but all mechanisms worked properly.* 9/26/2021: Purchased *** along with several other pieces * 9/29/2021: Delivered, delivery crew noted when reassembling that the drawer glides were broken and needing repair.* 10/4/2021: Reached out to M. Jacobs regarding damage, spoke with ***** who arranged repair * 10/8/2021: *** came to our house, indicated that a drawer glide needed to be ordered.* 11/5/2021: ***** approved ordering replacement part for drawer glide mechanism.* 12/30/2021: Contacted ***** to see when glide would arrive, he indicated part was on back-order and it would be 6 months.* 5/26/2022: Contacted *****, he said part was still on back-order * 9/9/2022: Reached out to new warehouse manager, who refused to provide replacement part.* 10/3/2022: I initiated contact with ******, General Manager of M. Jacobs regarding issues with the *** * 11/15/2022: ****************** agreed to send repair person to fix cabinet chest on 11/21/2022 * 11/21/2022: *** arrived to repair ***, he repair was complete, demonstrated by pulling out ***, only showing right side. The left side of the *** did not connect to the glides by 6 inches and the drawer runners were not wide enough.* 11/21/2022: I called ****** and LM regarding the failed repair.* 12/5/2022: I called LM for ****** * 12/28/2022: I called LM for ****** * 1/25/2023: I spoke to ******, he agreed to a reselection, I requested the *** and he indicated that it would be better if the *** was picked up at the time of delivery of our new piece(s) of furniture. No time frame for exchange.* No contact from 1/25/2023 - 2/24/2024, my mother health lapsed, passing Feb-23, I accepted a position in ********, ** moving May-23 * 2/24/2024: I notified M. Jacobs of reselect pieces, Manager *** denied * 2/26/2024: LM for ****** * 3/5/2024: LM for ****** *3/23/2024: ****** refused reselect.

• Initial Complaint

  Date:12/29/2022

  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.

  In Oct. 2022, I placed an order for a sectional to be delivered in Dec., approximately Dec. 23. When the sectional was delivered it did not fit in my living room nor meet the specifications (I.e.measurements) that I had provided to Sales person. I did not sign off on delivery and in fact, the delivery people had difficulty getting the separate sectional pieces to go together. I asked that sectional be replaced with one that would fit my specifications and fit in my living room. Couch extends 1 1/2 ft. In front of my front door and on other wall is 5 ft. Short. M Jacobs has placed all blame on me stating I signed invoice but invoice does not list dimensions of product I purchased and for me, relying on the expertise of the sales person, impossible to realize wrong pieces were ordered. I am trying to negotiate with local store and have call in to regional manager with no luck so far and am stuck with a huge albatross.. I have a sectional that does not fit in my living room. The sectional was ordered for my business. I run a residential care home for young women with addiction and mental issues. I had to cancel events planned over the holidays which included visits from parents and educational consultations who do referrals to my business. M Jacobs refusal to replace sectional with the correct configuration has not only caused emotional distress but has negatively impacted my business. I am still trying to negotiate but have little confidence that my claim will be addressed.

  Business Response

  Date: 01/23/2023

  Attached is the Sales order where ******************* purchased the sectional on 10/31/22.  The second page is the pieces that were purchased, this is turned in with every special order to make sure that we order the correct pieces for the customer.  As you can see on the sales order ******************* signed off on the line that states that this is a special order and is not subject to cancellation or refund of deposit.  We ordered the pieces that the customer picked out in the store.  I am sorry that they do not fit in the location that she had planned for them, but these are the pieces that were ordered.  

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18656089
  
  I am rejecting this response because:I provided MJacobs with the dimensions of my walls, indicated to them the pieces of the sectional I was interested in and relied on their expertise ( which they assured me they had) to choose the pieces that fit the dimensions I gave them.  As a lay person you cannot tell by schematic which of the pieces would not have fit.  On the invoice they use piece numbers that I did not know the meaning of.  They assured me that these pieces would fit the dimensions of my walls.  I have spokent to some other people and stores and have been told that the sales person gave them a layout with the pieces that were chosen and told them to go home and make sure pieces would fit.  I received nothing like that.  The delivery people had real difficulty assembling the pieces and had to use pliers in order to get them to fit.

  When I called in they refused to even talk to me about how we could fix the problem and kept telling me what expertise they had.  They ordered the wrong pieces of furniture and will not take any responsibility for that.
  Sincerely,
  
  *************************

  Business Response

  Date: 02/16/2023

  The customer came into the store and found the sectional she liked.  She told our sales associate that she had to go home and measure.  The sales associate gave her the handout with all the dimensions on it so that she could select the pieces that she wanted.  When she came back into the store, she told the sales associate the specific pieces that she wanted.  At no time before ordering did the customer provide the sales associate with the dimensions of her walls.  We ordered the pieces that the customer requested that we order.  Since the customer had the handout with all the available pieces in the group and the dimensions of those pieces it is her responsibility to ensure that it would fit her house.  

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18656089
  I am rejecting this response because:  I patently reject and disagree with the information provided to you by M. Jacobs.  After my initial contact in the store with *********, the Sales Person, I went home and the next day I provided them with the dimensions of my walls and paid for the sectional.   On the schematic they provided with the different pieces it was the Sales Person that circled the pieces for the order not me. 

  They did not go over the dimensions of the pieces with me but assured me that they would fit to the dimensions I provided.  If you look at the schematic it does not make clear the dimensions and I do not see where there were any indications of the length of the Sectional nor the loveseat.  The numbers and letters above each item on the schematic was not explained to me.   I relied on their assurance that the pieces would fit my dimensions. The cuddler does list the dimensions.  They assured me of their "expertise" more than once and when I went back after the delivery, which was in itself a nightmare as the delivery people could not get the sectional to fit together, they not only told me that they were not responsible but would do nothing to help me fix the problem.  

  I sent my mother in to speak with them because I was so upset.  She took a copy of the dimensions I had provided.  She is my bookkeeper and had made a file for this purchase.  They told her they had 20 years expertise and it was an error on my part. I have provided pictures that show the sectional. I have a couch that does not allow for opening my front door and does not totally fit on the other wall.  If they are not willing to fix this problem, I have no choice but to go to Small Claims Court.  

  
  Sincerely,
  
  *************************