Complaints

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought Sedona Smoke Power Reclining Sofa and Loveseat at my local furniture store in November 2021. Once delivered we noticed there were large gaps on each end of both pieces, one big enough for me to put my hand down through. The floor model had no such gaps. (On our last trip to the local store we noticed the good floor models had been replaced by the gap filled furniture they are now selling) The store sent out their furniture repair man to assess. He said it was definitely a manufacturing issue. Since November we have had 3 replacement sets delivered and refused because they had the same gaps. We were told by the delivery men that there are several other people who purchased the same furniture having the same issue. In the six months we have been waiting for replacement pieces the furniture has deteriorated rather quickly. The cushion on the one piece has broken down already and it makes a noise when operated. The other piece creaks and moves loosely. I was under the impression Catnapper was an American Icon in the furniture industry. I am so disappointed. we are still waiting to see what our options are. They don't look good. We saved our money so we could buy good quality furniture. Now we have spent almost $3,000.00 on poorly made junk. Never buying Catnapper again and we are spreading the news far and wide!

  

  Business response

  05/31/2022

  I apologize that you are having issues with your Catnapper furniture.  Please send me the serial number from under the footrest on one of the pieces.  If you are unsure which number is the serial number, please take a photo and send me the photo.  This should give me all of the information that I need to better assist you.

  Thank you.
  

  Customer response

  05/31/2022

  ** ******

  The business asked that I send them the serial# (attached) but I wasn't sure who or where to send it to. I didn't see any forwarding names or addresses.

  Can you please forward the picture?

  If it didn't come through the serial# is *******

  Thank you so much,

  ******* ********** 

  
  

  

  Business response

  06/02/2022

  I apologize that you had issues with your furniture.  We have contacted your dealer and they have agreed to let you reselect furniture.  They should be reaching out to you within a few days.  If for some reason, you don't hear from them, please contact them next week.

  Thank you.

   

  Customer response

  06/02/2022

  I am satisfied with the outcome of my claim.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/27/2020 my husband bought a catnapper recliner serial # ******* style ******* around 11 months after having the recliner it started to fall when he was reclined back. I reached out to brand smart and they said I was still under manufacturer warranty so they said I needed to reach out to the manufacturer which is Catnapper in Jackson I did. Months went by and finally a service man came and said he had never seen anything like it the whole mechanism underneath was broke and he noticed the damage that was being done to my hardwood floors, it was digging into them. He said himself he believed they needed to replace the chair, but he would have to see. He leaves and months go by and I receive parts to replace the bottom. Now during all this time I have been dealing with several people from warranty place. Amanda P**** from catnapper #************ told me to get an invoice and send it to them at first she told me they would write a check for 250.00 but the estimate for the floor being fixed is 1500.00. She would have someone come put the parts on. These are the dates of talking with someone, 7/21/21… 3/8/22…4/11/22….4/28/22….5/16/22 two service men has came and both said they was not aware they needed to put parts on and would have to come back. The chair has had so much wear and tear from these problems they should have just replaced it and sent me the 1500.00 that what I pay insurance for. This man is disabled and it has been very difficult to deal with this problem. I tried reaching out to the store this morning and customer service could not help me and was very rude. WHO CAN HELP ME. ITS STILL NOT FIXED AND NEITHER IS MY FLOOR.

  

  Business response

  06/09/2022

  I am sorry you are having issues with your furniture.  We do not have anything to do with any extended warranties that you purchased. However, It is my understanding that Amanda P**** is setting up service for your recliner to be repaired.  We are also issuing a check to you for the amount of the estimate ($1500) for the floor damage.

  Again, I apologize you had issues with your recliner.   

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a sectional couch in March 2021 from ***** *** **** in Columbus Ohio. The metal piece that connects the sectional together continues to fall off. Due to the sectional not being attached together the cushion is sinking in the middle due to the gap. This is a defective couch. The metal piece will not stay on at all regardless of how tight we clamp it. We contacted ***** *** **** because the sectional was still under warranty . ***** *** **** contacted jackson Catnapper so they could address the issue since they said the warranty is with the manufacture. A Technician came to look at the sectional based on our warranty complaint. Their resolution is to permanently connect the clamp using nails and tools, which is clearly not part of the original configuration of the couch. That is not how we purchased the sectional and we do not want the integrity of the wood and materials to compromised by “rigging” this together. Nor do we want it permanently attached as that prevents us from having ability to move the furniture in the event we want to move it to another room in our house . Our fear is if they try to manipulate the wood by drilling in it, overtime it’s going to loosen and come apart. If we choose to later move our sectional in our house to a diffTrent room, we will not be able to because they want to permanently connect it and that is not how we bought it it. We did not buy it permanently attached nor is it designed to be permanently attached; therefore, this resolution will not work. If they want it permanently put together then they should’ve made it that way not rigged it up right now just to satisfy a warranty . We are requesting a credit memo to be given to ***** *** **** so that we can exchange this sectional for something that is not defective.

  

  Business response

  05/23/2022

  I apologize you are having issues with your furniture.  We have reached out to the dealer from whom you purchased your furniture, and they have agreed to let you re-select.  The dealer should be contacting you.  If you do not hear from them within a few days, please reach out to them.

  Thank you.

  Customer response

  05/29/2022

  
  I am rejecting this response because:
  ***** *** **** stated they have not received the credit memo yet to ship the furniture we selected to replace the sectional.  Until that is received, ***** *** **** cannot send us the furniture.
  Sincerely,
  ****** ******

  

  Business response

  05/31/2022

  I am unsure why the dealer is telling you they have not received the credit memo.  Credit memo #******** was issued to the dealer on 05/20/2022.  Please ask the dealer to reach out to me if they need another copy of this credit memo.

  Please contact your dealer again with this information.

  Thank you.

   

  Customer response

  06/02/2022

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   We appreciate the quick response in rectifying the situation.
  Sincerely,
  ****** ******

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Cat Napper Recliner from ** ******** * **** in Staten Island, in the year 2021. I haven't even owned this chair for 2 years now ! I am the only person using this chair, me a 69 year old man weighing 160 pounds. Last week I went to raise the lever on my chair to rest my diabetic legs on it, & the chair capsized & I banged my head on the floor behind me. I rolled the recliner over on it's side & notice that the outside of the round metal or iron base ring was cracked in half. I notified the manager Jim at the dealership ship & informed him of the defect. He stated, "that this should have never happened, & it is an obvious defect with the chair". He gave me a number to call, & this number only repairs chairs at a very costly amount, & they don't sell any parts. I call back the dealership & speak to a woman Manager there & she stated, "since you did not purchase the Guardian Warranty, I can't do nothing to help you". Nice way to treat a client. I took a try at contacting ******, & they had the base that I needed to fix my recliner. My son & I banged our heads for over an hour trying to fix the broken recliner. There were NO instructions & NO hard ware to assemble the new base. I now contact ****** & they apologized & informed me to return the base. I asked them for a return mailing label & they said they did, but I never received it. Now I call Cat Napper & find a dealer in Michigan & he informed me that this part like several others are under a 2 year warranty, & therefore there was no need to have the Guardian Insurance that ** ******** tried to sell me. I have contacted Jim again & informed him about the constant run around that I have been receiving, & he tells me, "there is nothing I can do". And I told him "I am done doing business with you" ! I have made several attempts to contact the Jackson Furniture staff, left several messages & Emails since last week, & not 1 call back from any of their representatives.

  

  Business response

  05/11/2022

  I apologize that you are having issues with your furniture.  I have been in contact with ** ******** and they have agreed to allow you to re-select.  They said that they left you a message to contact your local store and they will assist you in this.  Please contact the store where you purchased the recliner.

  Thank you.

   

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made several attempts to have my furniture repaired under warranty. The furniture started to have major issues and not work after about 10 months of ownership. One person came out and said that he would order parts and we haven’t had any information in 2 months. I contacted the company via email several times.

  

  Business response

  05/10/2022

  I apologize that you are having issues with your furniture.  It is my understanding that our Consumer Relations Specialist, Amanda S******, has been in contact with you regarding the repair of your furniture.  It is normally the dealer's responsibility to handle claims within the first year of purchase.  However, we are willing to handle this and set up service and repair your furniture, as this claim did start within the one-year warranty period.  Please continue to work with Amanda to get your furniture repaired.

  Thank you.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Catnapper couch from a store in Texas due to no stores in Louisiana having it at the time we were needing a couch. When we got the couch home we learned that one of the sectionals that has reclining chairs aren’t working right. They would not latch back down when trying to close it. We bought the couch in August 2021. It’s now April 2022 and I’m still contacting the company and furniture store to which I’m getting zero help on fixing a couch we spent $2500 on. The Jackson company says they don’t have any technicians in Louisiana that can help us. I have all my emails saved from the beginning of contact. The store says we would have to bring the piece back to them for their warehouse to fix, which is a 5-6 hr drive one way. Then I assume we would have to do it again to go get it. How a large company as Jackson can’t have any technicians in my area to honor their warranty.

  

  Business response

  04/25/2022

  I am sorry that you are having issues with your furniture.    It looks like we did offer a courtesy to try to get a servicer to come look at your furniture, and found there is not a servicer in your area.  We contract this service to outside service companies.  Since COVID, many servicing companies have closed, and many others have lost skilled employees.  However, your warranty is through your dealer for the first year.   It looks like your dealer is willing to work with you on fixing your sofa.  Although you purchased the furniture through a dealer that is several hours from your home, you will still need to work with the dealer from whom you purchased the furniture.  

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a couch and love seat from *** *** ** ********* **. They were going out of business. From day 1 when they delivered them both, they were not right. The couch does not close properly and the love seat has a big gap. We called *** *** at first and they sent someone out to take photos to make sure it was really broken. They had to submit the photos to Jackson furniture because *** *** was out of business. The repair person said they were defiantly screwed up. After many months of bothering them, they finely sent parts to fix the couch. The repairman shows up, the wrong parts were delivered, not able to fix it. They have not done anything to replace the love seat. The repair man said it can't be fixed it was built wrong. We are at a total loss on how to get them to replace or money back. We need help! Thank you, **** ****** ************

  

  Business response

  04/25/2022

  I am sorry you are having issues with your furniture.  Our consumer specialist, Amanda S******, has been in contact with you to resolve this issue.  It is my understanding that she is trying to get the correct parts expedited and will set up a new appointment with the servicer to get resolution as quickly as possible.

   

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a Catnapper sofa at **** ***** **** ***s. The purchase date was 07/02/2018. We bought the extended warranty. In Dec of 2021 we noticed the leather pulling apart at the seams 7 the top of the leather seemed to be peeling. We have had previous leather sofas that we used for 7 years & gave them to our kids to buy something different. Both still looked like new. We have never worn out any furniture, fabric or leather. I called ***** & they said the sales person was off until after the holidays. We went in in January of this year with pictures. They told us to contact the warranty company. I filed a complaint with Guardsman & they replied they only covered stains & cuts. I continued going in & calling ***** & was told they were still waiting on Catnapper to reply. . I'm 70 & my husband is 72. I feel like because we are older everyone thinks they can just keep dragging us along until its been too long to consider this isssue. We have been to several other furniture stores & told that Catnapper used bonded leather in the past, it is strips of leather glued together & it will just continue to peel away. Their advice was to contact BBB or buy a new sofa.

  

  Business response

  04/19/2022

  I apologize that you are having issues with your furniture.   Because of the age of the furniture, a repair is not possible as that cover has been discontinued.  We cannot refund your purchase because you purchased from a dealer, not the manufacturer.  If your dealer is willing to refund, we can work with them on this.  Please reach out to your dealer directly.  If they would like to discuss this with me, I can be reached at *************

  Thank you.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have sent the following email to catnapper twice with absolutely no response: I purchased a sofa and upon arrival it was damaged. It had clearly been dropped and it was torn and it sat extremely crooked. I called the furniture store we purchased it from and instead of replacing it they sent someone to fix it. The furniture repair man "fixed" it and after he left my home my husband and I inspected the sofa and it was clearly still broken. If you barely bump the left side it rocks, if you turn on the massage it makes a high pitched noise, the head cushion on the right side is crooked, when we reclined it a screw fell out and when it is reclined there is a significantly larger gap on the left side than the right side, which you can feel when you are lying down. I called the furniture store and told them we want a replacement sofa. I was told that decision is up to the manufacturer and the manufacturer decided to repair it not replace it. I am not happy at all with this. I did not pay the price of a refurbished product. I paid the price of a new product so that it what I expect to have. It’s not like we’ve had it for awhile and we damaged it ourselves and need to use the warranty. It arrived to our home damaged, after waiting 7 months for it to be delivered. Then we had to wait for the store to contact you. Then we had to wait for for the parts to come in. Then we had to wait for the furniture repair man to come. And even then we still have a broken couch, 9 months after purchase. And it has been a week since the repair man was supposed to contact me to come “fix” it again and I have still not heard from him. This is ridiculous and I am disgusted with how this has been handled. I would think that as highly regarded as your company is that you would have the integrity to stand behind your products. So I would like to ask you to place replace my sofa in a timely manner. Serial #: 8770696

  

  Business response

  04/14/2022

  I apologize that you are having issues with your furniture.  We have reached out to your dealer since your warranty is through the dealer.  They stated that they are contacting you to get this issue resolved. 

  Thank you.

   

  Customer response

  04/14/2022

   
  ********** ********
  
  I am rejecting this response because:
  I received the furniture damaged. The warranty should be irrelevant.  In addition, the furniture store told me it is up to you whether it is replaced or fixed and you chose to fix it and not replace it.  

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

  

  Business response

  04/18/2022

  Again, please contact your dealer regarding how he would like to handle this.  We did not set up repair for your furniture, your dealer set it up.  We are willing to work with the dealer on credit for his order.  However, you will need to go through the dealer for a refund since you paid the dealer for your purchase.  

  Thank you.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased two Catnapper recliners (from *********** ********* ** *********** ************) in February 2021 (one of them broke in September 2021 - 7 months after purchase). We were getting the run-around from Catnapper until we filed a complaint with the BBB in Albuquerque against *********** ********** Once the BBB was involved, in December the store agreed to replace the chair and it was supposed to ship in March 2022. I have been dealing with a lady named Hannah in their Warranty Dept. who said she received my BBB complaint. In the meantime, the second chair broke in January 2022 (11 months after purchase) and Catnapper decided not to replace either chair and said they would send parts for us to repair our own chairs. The huge 24-lb box of loose parts came via UPS yesterday, with no instructions. So here we sit with two broken chairs and a box of loose parts with no instructions. I’ve had several email communications with Amanda P**** in the Customer Relations Dept. at Jackson Furniture Industries/Catnapper in Tennessee. I would like both chairs repaired or replaced. If a repair is required, I would like Jackson Furniture to send a repair person (at their expense) to complete the repairs on both chairs.

  

  Business response

  04/18/2022

  I apologize for the delay in responding to your request.  We are trying to contact your dealer regarding replacement of your recliners.  Your warranty is through the dealer for the first year, but we are trying to help you with this since you have not been able to get resolution.  The dealer will need to be involved with replacement as he would need to arrange the shipping as we do not have carriers to deliver directly to the consumer.  Your dealer will need to send us replacement orders for this.  We are awaiting the dealer's response and will let you know as soon as we hear from them. 

  Thank you.

*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. ↩