Complaints

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family had purchased a living room sectional back on August 16 2020 from the online retailer ******* Furniture which was manufactured by Jackson Furniture. The sectional contained two chaises, an armless sofa, corner piece and an ottoman. The cost of this sectional after tax was $3459. We also added the Guardian 5 year protection plan for an additional $200. We waited 9 months for our furniture to be delivered on May 29,2021. Just days after delivery, the ottoman sank in the middle significantly and in an attempt to return that, ******* said we would have to return the entire set in order to do so. At the time, there were no issues with the other pieces of furniture, so we were forced to take that loss ($439 ottoman). Now, not even a year into owning the furniture, both Chaises are sinking in in the back. One of the pieces has a spring bulging out of the back. I first tried to reach out to the protection plan company Guardian, and they said they didn't cover that and recommended reaching out to the manufacturer since we haven't had it for a year. Through multiple calls, and emails, Jackson furniture/******* has said that their manufacturer warranty starts at the time of purchase. So at this point as an owner they are saying I have a 3 month manufacturer warranty?? As we have been going through this process, we have found that there are 500+ complaints with the BBB for this company and we are looking to find a resolution.

  

  Business response

  04/18/2022

  I am sorry that you are having issues with your furniture.  Your warranty through the first year is with the dealer from who you purchased.  However, since you are having issues with your dealer handling the warranty claim, our Customer service Specialist, Amanda ***** contacted you regarding setting up service for your furniture.  She emailed you and left you a voice mail trying to confirm your address.  Please respond to Amanda so that we can get this handled for you as quickly as possible.

  Thank you.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We recently purchased a sofa and love seat from ******* **** *********** and the delivered sofa is damaged Item No,4152-03 and 4152-02 Serial no.8749335 a repair person was sent out to make a repair( Furniture Repair Co,713-943-7016 ) The Tech told us that the sofa needed to be taken apart and rebuilt or replaced The tech was sending his report to Jackson Furniture Industries Both companies the manufacture and dealer are blaming each other they are both telling us you have to contact the manufacture the manufacture is telling us to contact the dealer ******* **** *********** the set was purchased 11/18/2021 paid in full neither companies are willing to help us

  

  Business response

  04/01/2022

  I apologize that you are having issues with your furniture.  Since your furniture is less than one year old, you must go through the dealer for resolution.  Because you tried to go to your dealer with no success, we reached out to them and are working with them to help you.  They will be contacting you about resolution in the near future.  In fact, I believe they said they have ready left a message for you to contact them.  

  Thank you.

  

  Business response

  04/04/2022

  As I stated earlier, your warranty through the first year is with your dealer.  We cannot make any decisions for the dealer regarding returns, etc.  We did try to help you by reaching out to the dealer on your behalf, and he is refunding you for the furniture.    If you need additional time, you will need to work that out with the dealer since he is the one you paid and he is refunding your purchase.  This transaction is between you and the dealer.

  Customer response

  04/05/2022

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for the Burbank Sectional from a local dealer(only way to order from Jackson) in October of 2020. The first projected ship date was just after the 1st of the year. I have contacted our local dealer each time the ship date is updated and they always tell me there is a new projected ship date. I had a projected ship date of 2/18/2022 this time, I just got off the phone with the dealer and once again it has been pushed out another month. We have waited almost a year and a half at this point for our furniture. I believe due to the price increase on everything that this company is intentionally not shipping my order because they are hoping we cancel it. I have been reading these reviews for about a year now and I am sure I will get the same generic response from this company telling me I can request my money back. I do not want my money back obviously, or I would have it. I want the company to offer a solutions that provides me with new furniture from their company, unless my suspicions are correct and their goal is to cancel my order. I also have an update the pushed my ship date out again to 3/15/2022 and the dealer we purchased it from is now going out of business. I have reached out to customer service 3/14/2022 explaining in detail my issues and they responded on 3/17/2022 and asked where I bought the furniture from. I responded back within 5 minutes and didnt receive a response. I emailed them again this morning and received an out of office message. This company is a joke.

  

  Business response

  03/21/2022

  I apologize that you are having issues receiving your furniture. If you could give me your dealer's name and our invoice number (your dealer should have this), I may be able to help you resolve your issue. Of course, that would be dependent on the reason for the delay. I can't do anything without the above information. Please forward to me and I will see what we can do to expedite.

  

  Business response

  03/23/2022

  I apologize that you have not received your furniture. We are still waiting on components to complete the group. It is possible that it could be shipped the second week of April, but I can't promise this. It is dependent on receiving the components we need to produce it. If you do not wish to wait or are worried about your dealer going out of business, I would request a refund from your dealer. We would be willing to cancel the order under these circumstances. If not, we are doing everything possible to get this shipped to the dealer in April. Thank you.

  Customer response

  03/28/2022

   
  Complaint: 16945173
  
  I am rejecting this response because: This is the exact same response I received on 3/24/2022. This company does not want to fulfill  my order and their only option is to cancel it. I do not want to cancel my order I have expressed this several times. I want to know if they can ship it to my house when the company I bought it from goes out of business. I would also be willing to except a replacement piece that they may already have in stock that is comparable to my original order. I am not sure why the company does not offer any of these suggestions as a way to ensure customer satisfaction. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Needing to get a replacement part for a couch. I've already replaced the same part for this same couch from this company almost a year ago. I'm unable to get ahold of anyone in any department and the form you need to fill out to have someone contact you in 2-3 days is not true at all. the couch does not function without this part so I do need a replacement ASAP.

  

  Business response

  03/23/2022

  Yes, that is fine. Amanda has ordered your parts, but it may take a couple of weeks for the parts to ship.
  
  Thank you.

  Customer response

  03/23/2022

  So far I have received a response. I'm not wanting to say it's fixed until I have the part though please.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've reached out several times regarding the manufacture defect with the frame of my Ackland sofa that has a lifetime warranty. Amanda S****** started to resolve my concern, but has completely abandoned the matter, despite multiple follow up attempts with her since January. I've filed another support claim through the website, and again, no contact from Jackson furniture warranty support team.

  

  Business response

  03/22/2022

  I apologize you are having issues with your furniture. Amanda S****** is working on this and is trying to reach the dealer to see if they will assist. I will advise when we make contact with your dealer.
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a Catnapper sofa 15 months ago (December 2020) from a furniture store in Logansport, IN. We paid $1200 down for the order and were told 3 to 6 months worse case scenario for it to arrive. The date continues to be pushed back every time we call and the money cannot be refunded. We called last week and when the store contacted Catnapper they were told 2 more months again.

  

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/02/28) */ I apologize that you are having issues receiving your furniture. Since COVID, we have had issues receiving raw materials, shipping issues, container delays, etc. We are working diligently to get all orders out as quickly as possible. We are certainly willing to cancel the order with the dealer. However, they would need to refund you since you paid the dealer, not the manufacturer. If you do not wish to wait, please contact your dealer and ask them to cancel and refund your order.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2020, I purchased the mammoth modular sectional, an ottoman, and a media center. It was a total of 5 pieces with the upgrades I chose. Within 3 weeks the ottoman had completely caved in and was unable to be used. I contacted the local store I purchased it from and they started a claim. However, due to covid, the claims were backed up and never processed. Two months later, the wood frame supporting the sectional broke and another claim was filed. 6 months after that, the threading that holds the fabric to the couch, started separating, and all of the stuffing started coming out. This resulted in not being able to use 3 seats and another claim being filed. The back is now coming apart and staples are poking through the frame, catching anything that brushes against it. I finally heard back in January of 2022 that Jackson Furniture will not be doing anything because my sectional is out of warranty. This is absolutely asinine considering it took them over a year to even respond to the claims and the sectional fell apart weeks after receiving it. I would never purchase another one or recommend it to a friend considering how high the price of the couch was and how poor the quality is.

  

  Business response

  03/16/2022

  I am sorry that you are having issues with your furniture and for the delay in responding. I wanted to have a clear answer before getting back to you. We have contacted your dealer and they have agreed to replace your furniture. Please reach out to the dealer for further information.
  
  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. ↩