READING, MASSACHUSETTS -- My wife and I ordered a glider (lj1l72001) from Jordan's Furniture on October 13, 2008 for our nursery. We looked at a ton of these chairs and when we found the one we liked at Jordan's we were excited. We picked it up on November 22, 2008. We put it in our nursery and didn't spend much time in it until we brought our baby home from the hospital on December 16, 2008.
After spending some time in the chair we could tell there was something wrong with it. It was not nearly as comfortable as the chair we decided to buy on your showroom floor. We ordered the feather pillows and discovered the pillows on our chair to be very stiff. Also when you sit in the chair and lift your feet off the ground you fall forward right out of the chair. Not only does this make the chair uncomfortable but unsafe.
I called customer service in hopes of having the chair replaced or fixed. We had to wait 3 weeks for a technician to come to our house. The tech was very nice and mentioned that this had been a problem with these chairs. He installed a couple of wedges and said he would look into the pillow stiffness problem. We were under the impression the pillows were feather not a foam cushion with feathers around it. Disappointed is an understatement. The wedges that were installed did not fix the problem. If you lift your feet you still fall out of the chair.
We then contacted customer service with our issues and got nowhere. ** was not only uninterested in our problems and unhelpful he was rude, unprofessional, yelled at me and ended our call when his shift was coming to an end. We talked to three more managers who were more professional than ** yet unhelpful. One manager told us to wrap the cushions with a towel and walk on them. Apparently she thought it would help "break it in." Yeah I have a newborn and all that extra time to walk on cushions of a $931 chair. I was hoping she was joking. She was not.
Since our chair was a "special order" if we returned the chair we would lose 30% of the $931.35 we paid for this chair. I said I would accept a 100% refund towards a store credit to buy another chair. I thought this would be a fair compromise for both parties. We pick out another piece of furniture at your store and are happy. To no avail. I was told that the chair was not defective. I offered to bring the chair to the store to prove the chair was defective and was told that was not an option. Talking to your customer service supervisors has been the most frustrating and disappointing experience I have ever had with customer service, ever.
My wife and I finally after hours talking to your managers settled on returning the chair and receiving all but 10% back. We felt our energy was better spent enjoying our time with our newborn than fighting with your managers who couldn't care less about our issues and the defective product we purchased. My question is: if you buy a piece of furniture that is defective should the customer lose out? Or should the furniture company (Jordan's) stand by the product they sell.
How can Jordan's sell this product to their customers and not back it up. This product is defective and I am out not only the five weeks we waited to pick it up then three weeks for a technician to come to our house and another week battling with customer service. Now we are settling for a loss of $90 out of our pockets to return this product.
You should be ashamed of yourselves. I will never return to your store and I will be sure to share my experience with everyone I can.
READING, MASSACHUSETTS -- Purchase all my furniture from Jordan's. Raved about them. However I bought a couch four years ago with a service agreement. The couch is falling apart on the arm rest and now the head rest. Had the service out. Told me it was not real leather. It was called Bonded leather. Nowhere on my slip does it say that. Why would I pay to have a leather treatment done on a bonded leather couch??
Went to store, funny thing all the bonded couches have notices on them to make it clear they are bonded not leather. Surprise. Guess a lot of people were taken for a ride. Hoping they will step to the plate and help me out. I think a couch should last more than 4 years!!!!! Let's see if they really are 100 customer service as ** says on their ads.
NATICK, MASSACHUSETTS -- I will never ever shop at Jordan's again. I recently bought my Sealy mattress and box spring. The mattress ended up being too hard. After only one week, my back was in pain and told them I wanted to re-select. They charged me $160 to re-select. After only 1 month I have noticed that my bed is making squeaking noises (like an old bed). We inspected the box spring and we noticed that it's not a Sealy one. It's not even a real box spring. It's a piece of crap made of plywood and cardboard. I paid $170 for that. They sold me a Jordan's box spring instead of a Sealy one. That's very dishonest I think.
I am contacting them right now to get a refund and get a real shock absorber box spring. Please, stay away from Jordan's. There are many small family owned businesses everywhere. Get a real mattress and a real good box spring like a Gold Bond (two sided), made in Connecticut. Also if you don't want to feel hot at night or smell toxic fumes, stay away from memory foam. I learned it the hard way. I hope this helps you take a better decision.
NASHUA, NEW HAMPSHIRE -- Purchased a very expensive Klausner sectional set. Within a year the side panel on two of the cushions were cracking because that they were apparently cheap vinyl. Their man came out and said it was happening because I was placing my hands on it! I bath every day! I got worse so they replaced the covering of the recliner.
One year later it happened again. They didn't want to know me. My wife is very good at sewing so since we still had the original covering, she sewed on a new side panel but we didn't know how to remove the cover from the recliner. I called and asked them to send someone out and I'd pay for it. They said that because we had altered the covering they couldn't do it. I asked for a supervisor and he said that if they did all the furniture repairs requested, they wouldn't be able to do warranty work. I spent a pile of money for what became junk in a few years. Clearly, I will NEVER shop there again.
NASHUA, NEW HAMPSHIRE -- We had bought a 3000 dollar leather sectional and had an issue with one section of the sectional that was 699. After 3 attempts at getting it remedied we were told there may have an issue of matching the same color. I mean it's a black leather couch. We refused to pay for something that was not working properly. When you buy a $3000 piece of furniture you hope that it is of good quality and Jordan's would stand by their furniture and customers.
So after being delinquent for 5 months because they would not remedy the issue so we refused to pay, they finally agreed to take back the piece and give us a store credit and we settled for an amount to pay them. If they had given us the credit in the first place we would have never been delinquent in payments. They stated that now the account was closed as we settled and they would give us a store credit for 699. We went to use the credit and Jordan's stated they credited it to the credit card that was closed. So ultimately Jordan's STOLE our money and got their furniture back! Extremely ** furniture and worst customer service.
NASHUA, NEW HAMPSHIRE -- Bought a expensive couch at Jordan's. Felt very comfortable sitting on it at the store also I didn't like the fabric on the couch so I ordered special order material, which they charge you extra money for. Couch arrived it was the most uncomfortable couch, hard as a rock. This couch was supposed to be made in the USA. I think it was made overseas. The material I ordered for this couch was very soft as a sample. The material on this couch was very stiff and itchy. Made me break out in a rash on my legs. Complained to customer service, they don't care.
I also ordered a brand name recliner at the same time. Recliner came later. Was not like it was in the store, leaned too far back, instead of watching TV, I was staring at the ceiling. Again the material ordered on this chair was not the fabric the soft material that I felt in the sample. From what I understand a lot of these fabrics are being made oversees, Both went back only received a portion of my money back. Their delivery prices are also way out of line. Might as well have gone to Bob's discount furniture instead of wasting my money at Jordan's.
READING, MASSACHUSETTS -- I have been a Jordan's customer for approximately ten years. I have been watching their product quality decline steadily during that time. The final straw was a leather sectional couch which has split and ripped within a year of purchase. This couch replaced another fine specimen which split an fell apart within two years. We got the first couch replaced through stain safe, no questions asked. Jordan's said that there were problems with that supplier's leather.
The next couch different manufacturer, same problems. This time Jordan's and stain safe is giving us the run around. We have had three coffee tables which are now all at The Dump, where they belong, a dining room table that is losing it's finish, and a $10,000.00 bedroom set that is loose and also losing it's finish. We are done with Jordan's and hope that this warning will make other people think twice before going to that wonderful jelly bean, 3d movie filled store.
Maybe if they spent less time doing promotions and filling their store with flash and gimmicks, and more time researching the cheap furniture they are pushing on hard working people this type of thing would not happen.
E. TAUNTON, MASSACHUSETTS -- On 4/20 I purchased a dinning room set complete with buffet. On delivery I noticed stain spots in the finish resulting from stain hitting the unfinished surfaces. I photographed the affected pieces and sent the photos to Customer Service asking for a reasonable price reduction if I were to keep the set. CS told me the spots were"antiquing" and that all the furniture of this make had them. I've finished furniture at home and can identify sloppy work. I told CS I didn't buy it.
How could a store knowingly sell defective products from Malaysia with no quality control in the pipeline? I asked them to pick up the set and issue me a check for the amount I paid. I will not accept a store credit. Goodbye Jordan's.
NATICK -- I bought a $1200 table and chairs in January. They said there would be a short delay but it only just arrived. What I am upset about is their lack of communication on the delay and when I called the customer service people did not seem to care. All their hype and marketing means nothing when I feel they do not understand what I value. I will never shop there again.
NATICK, MASSACHUSETTS -- I received the worst customer service at Jordan's Furniture in Natick, MA - or rather, no service at all. I walked around the store for about an hour and not one person offered help or even a friendly greeting. At one point, three employees were standing around chatting 5 feet away from me. I had to go over and ask a question and received a not-so-friendly response and still got offered no further help. Not sure if I'll go back.