Complaints

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

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  J R Furniture USA Inc

  208 Maurin Rd Chehalis, WA 98532-8716

• 

  J R Furniture USA Inc

  6101 SE Tualatin Valley Hwy Hillsboro, OR 97123-8182

• 

  J R Furniture USA Inc

  40 NW Burnside Rd Gresham, OR 97030-3835

• 

  J R Furniture USA Inc

  2402 84th St S Lakewood, WA 98499-9003

• 

  J R Furniture USA Inc

  208 Maurin Rd Chehalis, WA 98532-8716

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:11/05/2024

  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.

  On October 5th 2024 my *********** went to JR Furniture to look for a new sectional couch. The initial interaction was fine & the sales associate was helpful. We found a couch we liked for $1700 & was informed that it would take 2 weeks to be delivered from the wharehouse. We were also informed that we could pay half down & the rest when the couch is delivered. My husband put down half on the couch, and returned multiple times to put more money towards the couch. After a week or so they called to say delivery would be delayed to the 23rd. We agreed and continued to go put more money towards the final price. Sometime during that week we received another call saying delivery would be pushed back again to the 29th or 30th. Although this was very frustrating, we agreed. Today (Oct.24th) my husband went to put more money towards the couch & was called after he left & told that now the couch wont be here until at least NOV 15th! Which is where we drew the line because its ridiculous. Weve already removed the old couch from our home, and another 15+ days will not work. My husband called ** back to let them know that we are not able to wait this long & we would simply like a refund for the 1500 that has been put towards the couch so far. He was met with rude **** on the phone & pretty much told there is nothing they can do. This is not right. And we wouldve never agreed to waiting this long. At this point we just want a refund & to wash our hands with the company.

  Business Response

  Date: 11/05/2024

  This issue has since been discussed further with the customer.

  The manufacturer had delays to their shipping dates that caused frustration for all involved. 

  It was explained to the customer that delays do happen, at no fault to the retailer, from time to time. This happened to be one of those times.

  On, or about, 24 October I had a long conversation with this customer explaining the delay. I also spoke to our company owner, who made arrangements to have their first 2 pieces delivered from the manufacturer so we could, in turn, delivery them to the customer. It was explained at the time that the 3rd piece would still be delayed but that when we received it we would deliver to them at no extra cost.

  Customer, at that time, said they'd just go to another retailer and was positive that they would be able to receive it sooner. This was not the case.

  On Saturday, 2 November, the customer contacted us and agreed to our original arrangement. Their first 2 pieces will be delivered this week, and the 3rd once it arrives. 

   

• Initial Complaint

  Date:11/03/2024

  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 purchased a bar set for $4477.20 on July 7, 2024. We were concerned about it fitting down the stairs in our basement. The sales person told us specifically what to measure. We went home to measure and came back to the store. He was delighted to tell us that it would fit so we made the transaction. Upon delivery, the delivery men refused to even try. It took us 40 minutes to convince them the attempt it. They were not happy and cursing the company for even selling it to us. They ended up giving it a half-hearted attempt and declared it a failure. We called the store and they told us to refuse delivery so we did. The. We heard nothing for over a month despite several calls to the store. Eventually they gave us a partial refund but that is not enough. I want a full refund minus the delivery fee which I agree to pay. We were misled and this is not our fault.

  Business Response

  Date: 11/05/2024

  This customer came to the store after thoroughly measuring the space in their home, and the items in our showroom, to make sure the items would fit through the home and in the space the items were to be placed.  During delivery the items did not fit through the doorway to the basement at the bottom of the stairs. The customer then refused the items. The customer was given the option of in-store credit to reselect for items that would fit, or cancellation with a cancellation fee. The customer did not want the in-store credit due to them not wanting anything else. The customer was refunded their purchase price minus the 20% for the cancellation fee and the delivery fee, as agreed with the owner. When they purchased, the customer signed the terms of sale concerning cancellation fees as well as measuring being the responsibility of the customer.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22507485
  
  I am rejecting this response because:

  The respondee is clearly not familiar with the issue. The sales staff are the ones who said it would fit based on the measurements. And it may have. But the delivery team didnt attempt more than one way to bring it down and it took us over 30 mins to even convince them to try even that. On top of these two failures, they offered to exchange it and when I inquired about other bars they said, oh we dont have any. When I asked if they could order something they refused. I should not have to pay a anything other than the delivery fee because of these circumstances.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/16/2024

  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.

  On 09/09/2024 I went to JR Furniture on ***** ** with the picture of bed set, mattress, and foundation I wanted to make my purchase smooth as possible. When I arrived to the store the bed set I wanted was located in the front area of the store to the right as soon as I walked in; the saleswoman name ********* saw the pictures multiple times along with coming over the the bed set I was by informing her this is what I wanted in a king size but was informed it was going to need to be ordered and delivered. Granted this saleswoman was more worried about her child she had in the establishment rather than fully assisting me and my purchase but I was fine with that information because it was the Lodanna bed set I wanted based on the display and picture I continuously provided wanting to continue with my day. The saleswoman placed my order and took my money and informed me of estimated delivery and to call the store to get the delivery timeframe. On Monday 09.16.2024 I contacted the store at 10:02 am and got a delivery confirmation between 2pm - 6pm the same day but when my bed set was delivered it was the wrong bed set that the saleswoman placed even after informing her of what I wanted and providing pictures. I am left with only the mattress and box spring after being told due to their salesperson error and carelessness I could not get what I wanted and would have to pay a ****** difference to have the correct bed set ordered and delivered at an unknown time frame. The wrong bed was taken back to the store and the supervisor or owner named Edd was going to have a metal frame delivered to me to help my mattress and box spring off the floor but that has not yet happened and it's about to be 10:00pm with the store officially closing at 7pm. This is a horrible business practice and instead of refunding and taking everything back or at least ordering the correct bedset due to their salesperson's mistake and negligence and not paying attention to their job duties.

  Business Response

  Date: 09/17/2024

  I believe that you might have the wrong company, we only have stores in the ******************   After searching our computer, there are no customers with this name or phone #.

  Please provide a sales order 

   

• Initial Complaint

  Date:01/18/2024

  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.

  My daughter and I went to JR Furniture on 1/2 to find a buffet/server. We found one we liked, took a picture of the server and the sign with the pricing. We went back the following evening (1/3) to place the order. The total bill was $563.51. We went to pick up the order on 1/9 and it was the incorrect server, which we did not take. It was discovered that the pricing sign was on the incorrect collection. I called the next day to see if this could be rectified. I was told by the salesman that the manager could sell us the correct one but it would be an additional $249.77 including tax to be paid upon pick-up. After consideration, we accepted this resolution. We went to pick up the server on 1/16, paid the balance of $249.77 and was instructed to go to the loading dock to pick it up. When the worker showed us the box, we realized it was wrong once again. I was instructed to go inside and talk to the manager. He said that he could sell us the one we originally wanted for $900 plus tax. This would have been twice as much as the price we were ordinally quoted for the server we wanted. He offered a refund, which I accepted, but was told it would have to be issued as a check that would be mailed within a week despite the fact that this was paid with my **** debit card.

  Business Response

  Date: 01/23/2024

  Hello there

  order was closed and refund been issued.

  There is was mistake with the product, originally price tag was wrong on that server, it was mislabeled. 

  Salesperson was not  aware of that, wrong server came in, not the one that customer, wanted.

  Customer came in to pick it up, but it was wrong server, so we apologized and refund money right away.

  order was canceled right away  and money was refunded.

  Sorry for the inconvenience. 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21155649
  
  I am rejecting this response because:

  Hello there- My responses are in bold italics.
  order was closed and refund been issued.- I have not seen a refund as of today. The manager told me there would be a rush put on it and it has been over a week.
  There is was mistake with the product, originally price tag was wrong on that server, it was mislabeled. 
  Salesperson was not  aware of that, wrong server came in, not the one that customer, wanted.
  Customer came in to pick it up, but it was wrong server, so we apologized and refund money right away.- This is incorrect; The manager offered to sell me the one I wanted for $249.77 more. I agreed to this. When I went to pick it up the second time, it was again the wrong piece. The manager offered to sell me the correct one for an additional $100 plus tax. When I rejected this, he offered a refund.
  order was canceled right away  and money was refunded.
  Sorry for the inconvenience. 
  I feel the actions of JR furniture demonstrate bait and switch. Every time I came in they wanted more money for the piece I originally wanted.
  Sincerely,
  
  *********************

  Business Response

  Date: 01/25/2024

  Sorry for the inconveniences.

  There was a mistake on our end, with price tag, we did procced the refund right away,

  you should receive your refund any day now.

  The order was refunded and closed.

  Thank you.

   

• Initial Complaint

  Date:11/04/2023

  Type:Sales and Advertising 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.

  My mother purchased furniture from this store sometime around July (I do not have specific dates), she payed $5000 in cash. The bedroom furniture were in stock items and she put in a special order for a living room piece. Multiple times she delayed her delivery, so no items were delivered. On 08/23/23 she was hospitalized unresponsive and we were unsure if she would recover. I called them to ensure there was no delivery date at that time and to let them know she was incapacitated. On 08/26/23 my mother passed. I called the store to inform them, but I was accused by the store manager of having beat my mother up (false and *** provided a police report to them to clarify the assailants name) and they wouldnt work with me until I had legal documents showing I was in charge of her estate. I have provided those documents and they are still refusing to work with me stating the documents must be delivered to them by an attorney. All documents are public documents and can be verified through public record requests. When asked if they would pay for the lawyer costs they declined.

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 a sectional sofa from JR Furniture in May 2023. Lead time of 6-8 weeks. Its Sept 8, 2023 and JR Furniture has not delivered our purchase in full. Weve requested multiple times that they pick up the piece they have delivered and refund in full. They refuse and the owner will not contact us after multiple attempts.

  Business Response

  Date: 09/15/2023

  This customer purchased a 2 pc ******* sectional at the end of May 2023. After a fabric delay, their pieces were completed at the factory and shipped to us. Upon receipt we reached out and scheduled delivery. At the point of delivery the customer refused delivery of 1 of the pieces and contacted the store claiming that the piece they refused was not what they agreed to.

  The pieces that were delivered were exactly as what were ordered on their signed purchase agreement, complete with diagram. Giving the customer the benefit of the doubt, we had another sales representative work with them on identifying and ordering a piece that would fit their dimensions. We asked the vendor to put a "rush" on this particular piece in order to satisfy the customer. The lead time on this piece was to be 3-5 weeks, far shorter than the current normal lead time. This lead time was not acceptable to the customer so I reached out to the manufacturer to see if it could be adjusted. They agreed that they could expedite the piece and put it on a "will call" status for our delivery company to pick up and delivery straight to the customer. 

  This was communicated to the customer at which point they stated that they were just done with the entire ordeal and they requested that we come and pick up the other piece and refund their purchase. I reminded them that this was a special order, and customer built, for them and that it was not refundable. I did agree to contact our owner to see if there was anything I could do. He was satisfied that we were doing everything that we could in order to satisfy the customer and did not agree to the refund.

  My last communication with this customer ended with them telling me that they would address the issue in Small Claims Court and to expect service.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20577142
  
  I am rejecting this response because:
  See letter attached.  Sales person wrote up the order incorrectly. After 17 weeks on a 4-8 wk lead time ** has not provided a sectional sofa.  The portion they have provided is not usable.  It has been stored in new unused condition for them to pick up.  We paid in full and ** has kept our funds paid for the sectional.  We ask for a full refund.  We wish to not be held hostage any further.  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/15/2023

  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.

  Black Friday of 11/22 I purchased a **************** from JR furniture. I was told it would take 4-6 wks. It took over 11 weeks. When the couch and loveseat was delivered and the delivery guys had just pulled out of our driveway we realized the couch was broken. Within minutes of delivery I called ***** the manager at the *********, ** location (since then the ********* location shut down and ***** is the manager at the ******, ** location.) So I tell her the couch is broken. She was like you are kidding me??? And then she said I am just going to order you a new one. You can keep that one there until the new one comes. So I waited the 6wks for the new one to come and called in and ***** was out but someone gave her the message. I ended up just going into the store to talk to ***** and she said she would have never told me she would order a new one. That she would have had to have someone come out and look at it. Then she tried to tell me I didn't talk to her. I said oh yes, I did talk to you. I even wrote your name down and she kept saying that they don't just order people new couches. I asked her then why didn't she send someone out when I called? She asked if I had proof that I even called. I said yes I do. I told her to look up the date and delivery time of the furniture and they did and I showed her that I called within minutes of the delivery just like I said. Then she kept insisting someone would have to come look at it. The person came out like 3 wks later, opened up the fabric on the bottom of the couch and seen that it really is broken. That was on 5/9 and today is 8/15 and we still have a broken couch. Since when do you order brand new furniture it be delivered broken and you have to wait 9 months plus for it to be repaired? ***** gave my number to someone claiming to be mgr and he told me I refused to let the repair guy come out and my fat (140lb) husband broke it. That was on 8/4 and the repair guy had already been here on 5/9.

  Business Response

  Date: 08/18/2023

  ********************* purchased a ******* Custom Sofa and Double chair from us on 11/25/2022 at that time we usually give an estimated time of completion, typically **** weeks. I was informed ****** was upset because of the delay, so I spoke to her by phone on 02/04/2023 and apologized and gave her a 15% discount to compensate for that, which she was ok with. The set was then delivered 02/11/2023. ****** called me and explained that when the delivery crew left the merchandise at her home her husband sat on the couch and she heard a thump. It is our practice in the office that if anyone calls about Damage, Possible Manufacture defect etc.. We ask for pictures to be sent to us via Email for our records and then we forward those to a technician to go out and inspect the piece in question (never do we just offer a replacement especially on a special order) until inspected. I never received photos from ******. She then called and spoke to the office manager ****** on 03/29/2023 asking about a replacement. I called and left a detailed message for ****** 03/31/2023 explaining the process, where a tech needs to look at the product first before we can assist her. On 04/11/2023 ****** came in and I again explained in person that our Tech **** from interior works would need to go out and inspect the property and then we could proceed with damage replacement or be informed if it were a manufactured defect. **** has scheduled some appointments with ****** since the date requested and according to him there has been cancelled, rescheduled appointments from ******. He has the part that he ordered from ******* to do the repair of the frame and now ****** just needs to schedule that with him. We are trying to do our best to fulfill our responsibility as a company. Attached are dates and information from ************** and ***************

  Thank you, ****

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20472612
  
  I am rejecting this response because:  It is full of lies.  I did purchase the furniture on 11/22 but I was told it would be 4-6 weeks not **** weeks like ***** stated.  I have attached a copy of the sales order, you can find the dates on the left middle of the page.  It says 4-6 weeks.  I did not receive the furniture until 2/11.  The furniture arrived broken.  The delivery guys had just pulled out of our driveway when the couch was sat on and we heard a thud.  A board had hit our floor.   I immediately called ***** at JR furniture and she said you are kidding?  I told her what had happened, and she said I am just going to order you a new one and you can keep that one and use it until the new one arrives.  I agreed and I waited the 6 weeks and a few days to call in on the status of the new couch.  Note that I wrote call on 3/31 on the sales order that is attached to remind myself to call and get the status.  ***** was not in but I was told they would pass the message on and have ***** call me.  I did not hear back so I went into the store.  ***** insisted I never talked to her (also, note on the sale order I wrote *****'s name down on it when she told me she would order the couch).  I insisted I did.  She told me they don't order new furniture that a repairman would have to come out and look at it.  She even asked if I had proof that I had even called on 2/11 when the furniture was delivered, and I showed her proof in my call log (I have also attached that proof along with proof of JR's ***** number).  After I showed her the proof, she went back to saying they don't order new couches that they would have to have the repairman look at it first, so I asked her then why has it been almost 7 weeks and I have not heard from the repairman?  If that is their policy, why didn't she call one to come to my home?  She went back to saying I didn't talk to her.  Which is not true.  She said she would have the repairman come out and he would call me within a week.  I never heard from the repairman.  I ended up calling the ****** location and the manager at the store contacted the repairman for me.  I heard from the repairman on April 26th.  By then I had a broken couch for **** weeks. I have attached copies of the repairman and I's texts back and forth.  Also, ***** mentions she gave me a refund of 15%.  I don't know where she learned to do math, but I paid $2464.92 for the furniture, and she refunded me $177.  A 15% refund would be $369.73.  She owes me the $369.73.  And that was just for it taking over 11 weeks to get the furniture when promised within 4-6 weeks.  ***** is lying that I was supposed to send pictures.  She never asked for pictures. She said she was sending the repairman to take pictures.  The repairman had to flip the couch over and pull the material off the bottom to even see that the couch was broken.  He took pictures and ordered a part to repair the couch.  Today is August 24 and we still have a broken couch.  Over 9 months we have had a broken couch.  I NEVER canceled the repairman to come out to my house once.  He showed up on Tuesday, May 9th and took pictures of the broken couch.  I have attached proof in the text messages so again ***** is lying.  On June 29th I texted the repairman for the status and he sent me a snapshot that said the part was to be complete that day but he still does not see a completion date.  That is the last status on the parts to repair the couch I have gotten.  I have called and left message for ***** and she does not call me back.  One time I called, and she answered the ***** and she told me she would have to do some checking and call me back.  I told her that she never calls back and she assured me she would call back.  She never did.  I have called in again and left a message for her and I get no calls back.  ***** did give my ***** number out so some man that called me and was really rude saying I canceled my appointments with the repairman and that we did not have a broken couch delivered that my BIG husband sat on it and broke it.  I attached a picture of my husband who weighs under 140 lbs.  If someone his weight can sit on a couch once and bust it, then why would I pay almost $2500 furniture that crappy.  Is it just to look at and no one can sit on it?  ***** did not have my permission to give out my ***** number to one of her friends to call and harass me.  Again today is August 25th and the repairman does not have the part to repair the couch.  Also, what kind of company delivers broken furniture and the customer has to go through all this to get it repaired while paying full price?  That 7% refund ***** gave was because it took over 11wks for the broken couch to be delivered.  
  Sincerely,
  
  *********************
  

  Business Response

  Date: 09/08/2023

  We have done everything to fix the problem for ******, again we have purchased the part and we just need her to schedule and keep the appointment with the repair technician ****, so we can get this service completed. We are now waiting on her to make those arrangements. 

  Thank you, ****

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20472612
  
  I am rejecting this response because: The part is not even in.  The repairman said he will pick up the part when available and install it.  He told me I won't even be dealing with ***** anymore.  I have not heard anything from him since Aug 7 when I contacted him.  He did not have the part. ***** is again lying.  Next step is small claims court.  Please ask ***** to show proof I ever declined the repair or ever declined the repairman to come out and take pictures.  She has none because it never happened.  NO ONE has ever contacted me and told me the part is in.  As a matter of fact I just called JR Furniture customer service at ************ and the person I talked to looked up the file on my order said in the notes that ***** has been trying to contact the repairman to see if he has the part and she has not been able to get ahold of him.  But she is telling the BBB that I just need to make an appt and stick to it to get the repair done.  Next step is the better business bureau.  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/12/2023

  Adding my texts back and forth from the repairman that ordered the part to repair the broken couch that was delivered.  He just got the part recently (note when he says he got it) and proves that ***** has been lying by saying I have been canceling on the repairman to repair the couch.  Who buys a couch that is supposed to take 4-6 wks to arrive and it ended up taking took over 11 weeks to arrive and then it arrives broken and you get to wait 9 month for a repair.  All for full price.  ***** took that 7% off because the furniture was late and she told me she would order a new one and then did NOTHING!  7 weeks later she said she never said that and policy is that have a repairman come look at it to see if it's broken.  But in those 7 weeks she didn't call a repairman either.  She did nothing!   I called her many times and she would not return my calls and when she would answer the phone she would tell me she needed to call me back didn't.  Even when I pointed out that she says she call and doesn't she assured me she would call back this time and didn't.  I either want to return the couch or I need a decent discount at least 40%.  The small 7% (was supposed to be 15%) discount ***** gave was for the furniture taking over 11 weeks to be delivered when I was told 4-6.  

  Customer Answer

  Date: 09/27/2023

  I had scheduled a time with the repairman on  Thursday 9/21 between 10:00-1:00 as he had just recently received the part.  I let him choose the date and time.  By 11:00am on that day I texted him confirming he was coming and I did not hear from him.  I sent him another text at 1:00 and he responded at 1:30pm.  He did not show up for the appt.  He told me that **** shut him down and his company no longer does repairs for JR furniture.  That JR furniture should have canceled my appt.  He said he called **** out for not paying and ****** up customers before he has to deal with them and that it had been a long time coming.  Not sure I believe any of this as in the past I told the repairman that **** had called me and was very rude and the repairman said he does not know anyone named **** at JR furniture.  And to top this off he said we could set up a new time for him to go ahead and just do the repair himself   He asked for my address and never replied after I sent it.  I asked him when he could do this and he said he was checking his calendar.  Six days later I have never heard back from him.  So, I still have a broken couch that I ordered on 11/25 of 2-22.  

  Business Response

  Date: 09/29/2023

  I've clearly sent attachments on my first response to this complaint showing the actions I have taken all 100% factual. The texts message's from the repair service tech are also on there. Our job as a company is to make sure we take care of our Customer's. Unfortunately, at times there are delay's to receiving the parts we need for repair (which is also attached on the first response from *******.) but it does get completed. ****** has been compensated for the delay already. 
  ****** keeps saying I've lied which in fact is not true. This was my response from my repair man: 
  *********************
  Sep 19, 2023, 11:31?AM (10 days ago)
  to me
  
  Zang refuses to work with you because of the comments made by ****, and she is scheduled for install this week. 
  *********************
  Owner / Tech
  Direct - ************
  Office - ************
  *********************************
  
  By the looks of it per our service tech **** and date of this email, this repair should have been completed unless ****** Rescheduled. 
  *****I'm attaching The original sales order which was signed by ****** and Proof that a 15% discount was given.*****  
  Thanks, Peni
  
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20472612
  
  I am rejecting this response because:  The only thing ***** is providing is that she paid me 15% off the couch.  She told me she was giving me 15% for the furniture being late.  Both the couch and large chair were late.  Notice she says this.... "****** has been compensated for the delay already". Proof it was for the delay and not the broken couch.  Both pieces were late!  Also, in the attachments ***** sends it shows proof she lied previously to the BBB about this "********************* purchased a ******* Custom Sofa and Double chair from us on 11/25/2022 at that time we usually give an estimated time of completion, typically **** weeks".  But on the invoice both her and I sent the BBB it clearly says 4-6 weeks. 

  JR's return policy on special order furniture doesn't mention anything about you have to keep furniture that is delivered broken.  I imagine when you pay for furniture it should be delivered in good shape.  

  ***** is showing no proof that I have refused the repairman to come or canceled any appointments with the repairman.  I have in past notes and am attaching my new texts with the repairman to show proof of her lies. And also proof from the repairman that this happens alot to others.   Also her note she typed up from the repairman is not proof it came from him.  I never said those words to the repairman.  I have complained about Peni alot though.  He knows how awful they are and how they lie and play games which you can see how he feels about them in his texts too.  This owner of this company should be notified of the games these people play with customers they s**** over.  It's no wonder the ********* JR furniture shut down with ***** as the manager. 

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

  Business Response

  Date: 10/07/2023

  I will no longer be replying to this complaint or rejection. I have forwarded documents in my previous responses in regards to this. We will not be doing any more refunds or returns but fixing the product per the warranty and signed agreement. 

  Thank you, Peni

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20472612
  
  I am rejecting this response because:  Peni from JR furniture likes to play games and lies to cover up her s**** ups.  They have **** the repairman playing games too.  He said **** from JR furniture fired him/his company when I question why he was a no show.  Has JR furniture hired someone to do the repairs?  All of a sudden **** contacted me again to set up a time to get the repair done?  Is he working for JR furniture or not?  At this point I do not trust him anymore to even fix the couch correctly.  

  I hope people check with BBB before they purchase furniture from JR furniture.  Buyer Beware!!!!!  Go elsewhere for your furniture.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 10/17/2023

  I never canceled with **** the repairman.  I clearly offended him by saying his appointment timing was too far out.  You will see in the last page of the attachment.  I never canceled with him.  He did come on the day that was scheduled so never once did I cancel or refuse him coming to repair.  I kept checking in asking about the part.  I think you will see that the repairman knows they are playing games with me by reading all the attachments.  I do question his participation in the games by the lies he told ***** in that email she attached.  He did say I canceled on him but... you notice in the same note he says did come to my house the day that I supposedly canceled.  JR Furniture would rather s**** over their customers than give good customer service.  I am shocked at how JR lets their employees treat their customers.  I can see why the ********* store would have closed down.  ***** will probably take down the ****** store next.  They don't take returns on furniture they deliver broken.  Who does this?  The owner is as bad or worse then *****.  Treat customers right and they will keep coming back.  It's not that hard to figure out!    BUYER BEWARE OF JR FURNITURE!!!!!

   

• Initial Complaint

  Date:04/04/2023

  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.

  Purchased a new leather couch from the store in pristine condition it was delivered days later with a tear and 2 large scratche **** that were not on it before . They refuse to fix it .

  Business Response

  Date: 04/06/2023

  The customer purchase a leather sofa and loveseat from our store closing sale from off the floor. All merchandise is sold as-is and needed to be inspected prior to delivery. We failed to inspect the items with the customer at the time of sale, and no notes as to the condition of the items sold was notated. The customer was able to find a company to repair the blemishes and damage for $325. We adjusted the sale and refunded the customer the amount needed to cover the cost of the repair.