Jordan's Furniture Complaint - Customer Service Sucks
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. David at ext. 4625 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 David 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 could 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.