ComplaintsforJag's Furniture & Mattress

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi BBB,I am writing to formally express my dissatisfaction and file a complaint regarding an unresolved issue with my recent purchase from Jag's Furniture.On June 1, 2024, I placed an order for furniture at Jags, as evidenced by the attached advance slip. However, early the next morning, on June 2, 2024, I visited the store again and promptly requested to cancel my order due to the following reasons:1) My circumstances changed when a friend offered me some furniture they no longer needed, rendering part of my purchase unnecessary.2) During my interactions with Jag's staff, I found their demeanor to be rude and unprofessional, which negatively impacted my customer ************* Upon further comparison with other local retailers, I discovered that Jag's prices were higher than the market average. As a newcomer to ******, I was unaware of this discrepancy and would have reconsidered my purchase had I been better informed.4) I had requested delivery of the furniture by June 15, 2024, which the staff informed me was not possible. Immediately upon learning this, I reiterated my decision to cancel the order and requested a refund of my payment.Despite my timely cancellation request, I was informed that the order had already been processed and could not be canceled. On June 3, 2024, I attempted to resolve the issue in person but was unable to go and speak with the Owner as he was off. I went on June 4, 2024, and spoke with ********, the owner, who directed me to the salesperson, *****, who was unavailable for two days. Despite my willingness to accept an item of equivalent value in lieu of a refund, ******** adamantly refused to consider any resolution and retained my advance.I believe this situation constitutes unfair treatment and a refusal to accommodate a reasonable customer request. I am hereby formally requesting a full refund of the advance payment made on June 1, 2024.I look forward to your prompt response.Sincerely,*************************

  

  Business response

  10/07/2024

  On June 1st, the customer spent a significant amount of time in our store, arriving at 4pm, and finishing their shopping at approximately 8pm. During this 4 hour period, the salesperson and ********, our boss, dedicated themselves to assisting the customer well after our closing time of 7pm. They went through every detail of your requirements, ensuring that the items selected fit within the budget which the customer highlighted to them throughout the experience. It was during this time that we discussed pricing, including the final sale policy for clearance items, which was clearly communicated to you numerous times before, during and after your purchase. The customer agreed to all the terms and conditions and also agreed to proceed with a deposit to secure the order.
  On June 2nd, the customer visited the store to have another look at everything they had purchased and wanted to show a friend. An incident then occurred involving the friend making some unprofessional remarks to the salesperson about our company. The salesperson and owner advised the customer that they do not appreciate her friend making these kinds of statements and remarks and the friend would not be welcome back if this were to occur again. The customer acknowledged before leaving the showroom with their friend. Our priority is to maintain a respectful environment for all our customers and employees, and we addressed the situation promptly to uphold our standards of service.  Regarding the delivery date, at no point did we communicate any inability to meet a delivery by June 15th. We had the majority of the items in-stock and balance of the items arriving promptly in-time for the required delivery date.
  When the customer returned on June 4th to our showroom, she again arrived with another friend and asked to modify the order and cancel items as the friend did not approve of some of the items, we reiterated our policy which was also provided and explained to the customer, prior to, during and after placing the order that orders placed and signed for with deposits cannot be cancelled or altered. The customer then started yelling and getting extremely hostile at which point the customer was warned that authorities will be called if they continued to cause a disturbance in our showroom. Customer then said they will forfeit their deposit and cancel the order before storming out of our showroom. 
  We apologize for any inconvenience this may have caused, however, all of our terms and conditions were clearly verbally explained numerous times throughout the process. We again reviewed all the terms and conditions in writing for customer signatures and deposit placement. The customer agreed and signed their sales agreement acknowledging all terms and conditions and placed their deposit. There is nothing further we can do OR provide in this matter. 
  
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered furniture at Jags furniture, opened the financing the one they provided right there when I was making the purchase, signed the contract paid $2200 which was the 20% required upfront deposit. I went home and realized that the furniture was not going to fit in my apartment and went back within 3 hours and asked to cancel the order. The sales person refused to cancel, although I just placed the order. I went back the next day again to resolve, no use. It was before Christmas I kept back after again again called them lots of back and forth happened they said they will give me store credit for partial purchase but I would have to go ahead with the bigger bulk of purchase. They also said if I refuse then I can simply cancel and the company will keep the 20% deposit. I thought about it and called the next day and asked to cancel still. Then the sales person said okay I asked him who will close the financing he said they would. I asked him for the cancellation receipt so that I dont have a problem with financing later on and have proof of my cancellation and he said it will take some time and he will let me know. He didnt get back for a few days I called again,he said he doesnt know still. I asked him to give me owners number or anybody who is higher in the hierarchy he said there is no one. When I insisted he said call the front desk which I did but they didnt help me either and said I can only deal with the sales person Then I received the email from the customer service saying that my order will not be cancelled as a lot of items were sales item in my order and this is the owners decision. And on my receipt it doesnt say anywhere that the items were on sale So the sales rep backed off his words and Im now forced to buy the furniture. I dont know what my rights are in this situation and if I can get out of this. Please let me know if you guys can help me on this. The total furniture is close to $11000 and it is a very big amount for me to loose

  

  Business response

  01/02/2024

  We are unable to cancel the order that the customer placed with us on December 11, 2023. The order was placed as a package order with a volume discount provided. Multiple items in the order were also marked under a final sale clearance and also the customer also already have taken possession of a sleep accessory item at the time of purchase. The order has been ready to ship since the customer placed it on December 11, 2023.
  
  Further, the sales representative went over all the terms and conditions (which included the fact that the order was a final sale.) with the customer at the time of sale and when she placed your deposit and then signed all corresponding paperwork. As per our company policy we have to collect the finance amount before delivery which we did and everything was done, however, the customer is now refusing the purchase, which is unfortunately possible, due to all the reasons mentioned above.
  
  
  
  
  

  Customer response

  12/02/2024

   
  Complaint: 21224767
  
  I am rejecting this response because: the sales person told me in presence of other people that either I can go for partial store credit of the deposit and buying the rest of the furniture or I can cancel and loose total deposit which was the choice I made. However, after that he backed off and they sent me an email saying that they will not cancel the order. Please note that after placing my order I came back to the store wishing 3 hour ******* same day to cancel and they refused. It is not that Im cancelling after weeks or so. 
  

  I am only asking the business to show some ethics and stand by their words. The sales associate is the face of the business for me as they does not let you talk to any other person and the sales person seems to have the authority to make all the decisions. 
  
  Sincerely,
  
  *********************

  

  Business response

  17/02/2024

  Hello there,

  Again, there is no record / paperwork of anyone saying to cancel the order or giving you partial store credit, we do not go by the verbal conversations. The products you bought were marked as a final sale and were sold in the busiest time of the year and were reserved only for you. Even on your sales invoice, we stamped final sale and no cancellations or exchanges can be done after you make the purchase.

  Aside from all this, we can offer you an option for a reselection of the products for a equal or a greater value, even though this against our company's policy.

• Initial Complaint

  31/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sales order ******** Order date 23/12/30 Salesperson AJ D*** Company Jags furniture and mattress 20359 Langley bypass Langley bc v3a5e8 5 piece genuine leather recliner sectional. Negotiated purchase price including warranty $5800 It was delivered damaged. There was a rip on the leather on the back of the couch. I requested a replacement piece or a discount off the purchase price (as it was damaged). They said they had to send a technician out to assess it. He came and “fixed it” using filler and paint. I can still where it was repaired and contacted them again. They said they had to pay for it to be fixed and that I got a good deal on the price so that was all they could do. They also told me they had no replacement piece. (Being a 5 piece sectional) I said that I shouldn’t h*** to pay full negotiated price on something that was not new condition. When I buy new it should be in new condition. Period….

  

  Business response

  01/02/2024

  The customer bought the sectional and there was a small issue at the back of the sectional, as per our company's policy we did send the technician to take a look at it and he fixed it. The technician informed us that the customer is happy with the repair. And, as per technician's report we closed the case. Unfortunately, we cannot order the new piece anymore as we are discontinuing this series and cannot offer additional discount as we already offered very low deal on this.

  Customer response

  01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  The couch was delivered with a defect (hole in leather) on the back of the couch. The repair made it less noticeable but it is not in new condition. A new couch should h*** been delivered free  from damage or compensation given for “as is “ condition. I asked for a discount or a new corner piece but was told that the technician had to assess the couch. What’s interesting is the technician said his repair job “wasn’t  perfect” I certainly never said I was happy with the finished product as I contacted the company and h*** filed a complaint. I guess JAGs furniture reviews speak for themselves. 

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

  

  Business response

  03/02/2024

  We do understand that the couch you received has a small hole at the back, however, as per our company's policy we do send a technician first for an inspection and repair. The repair is done and we cannot offer compensation or more discounts as the deal was already very low on your purchase.

  Customer response

  05/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  
  Simply put. I shouldn’t h*** to pay full negotiated price for a sectional leather couch that was delivered damaged. A filler and paint patch repair is unacceptable. I paid for a new condition couch free from damage. 
  
  Sincerely,
  
  **** ************

• Initial Complaint

  12/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased leather recliner loveseat on March 30 and item was not delivered till beginning of July. When we first tried to recline on the recliner it was making a terrible noise. I went to the store and was told to email the serial number from the bottom of the loveseat. Did it. Then they wanted a picture of the loveseat. Did it. weeks went by with not no further contact. After numerous calls and visits to the store request them to pick up the recliner and give me my money back, they agreed to sent out a service man. Witch didn't happen till Oct. After waiting another couple of weeks with no updates I again went to the store wanting to speak to the manager who wasn't. So I requested again that they come, pick up the defective recliner and give me my money back. The last email advised that the part had been ordered and would the here by Dec 19, I still have not heard from them. It has now been 7 months. I want my money back.

  

  Business response

  12/01/2024

  First of all we apologize for the inconvenience this process has caused to you. Please read your email from yesterday, where we infirmed you that the technician will contact you in few days to book an appointment to complete the repairs. Our company has some protocols that we need to follow. We did contacted the supplier and they took their necessary time to look at the claim, we then arranged the technician for an inspection. He informed us that that there are some parts needed to complete the repair, the supplier ordered the parts and they were coming from the overseas, it took time. Now, we have finally received the parts and arranged the technician to complete the repair (mentioned in my email from Jan 11, 2024).

  Also, we have always provided you with the updates of the process whenever we had any, you and your emails weren't ignored at all, it's just the process took extra time than normal because of the parts coming from some other country.

  Customer response

  22/01/2024

  We have not had any contact from Jag’s since end of November to advise  that they have finally contacted the service department to order the part to fix my loveseat and that it would be here December 19. We did not here from anyone till January 12 when the service department called to say that they had the part and could come out on January 16 to replace it. After spending two hours to replace the part it didn’t solve the problem. Doug thought that it could be the leather material that was the problem causing the noise. As to why the seat is 11/2 inches higher on one side than the other he suggest that we put shims under the legs to lift it up so it was level. Really after paying over $4200 for a love seat that’s there answer.  It has have now been 10 months since we bought this love seat and 5 months trying to get it fixed. I’m fed up. And want my only back. 

  

  Business response

  25/01/2024

  We apologize for all the inconvenience caused to you. I sent you an email on Oct 19th, that we are arranging a technician to sent to your place for an inspection and repair. On Oct 25th, the technician reported us that he fixed the furniture temporarily, however, he will need a new mechanism to fix the issue permanently (proof attached). And, on the very same day, I contacted the supplier and forwarded them the report from the technician and informed them about the required parts(proof attached). I understand the process took time, but it was not in our hands, the parts were being supplied from overseas which took several weeks to arrive. And, in between that time I did send you the emails for an update. Also, this is absolutely incorrect that nobody informed you that the parts are arriving on Dec 18th, I sent you an email on Nov 29th, informing you the parts arrival date (proof attached). But unfortunately, the parts arrived a little late than expected and then we need to get the quote from the repair company and have that approved from the supplier, we did all of that and finally on Jan 11th, after the completion of all the formalities, I sent you an email saying the technician will be contacting you again for a final repair (proof attached).

  We did everything to complete the repair and fix the issues for you, attached is the report from the technician, which clearly says that they replaced the mechanism of the furniture and when the technician sat on the furniture, it felt even, however, the customer is shorter and does not sit as far back so it feels uneven to her, also, they fixed the leather rubbing, which is lesser now. However, this is considered normal, as when the leather parts come in contact, there will be a friction which causes the noise.

  Customer response

  27/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:  After spending $4200 for a love seat and seven months trying to get it fixed we still have a problem. Saying that it was ok for the repair man because he could sit back further in the seat and it was just my problem that I was not tall enough is the stupidest thing to say.  My husband sits on this seat and he is 6' 2" tall and it bothers him. 

  I would like the manager of Jag's to come and see what the problem is and find out if he would like to live with this love seat.  I have tried to speak to him but it seems like all he cares about is the money he gets and not the product or the people.  

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

  

  Business response

  03/02/2024

  We are really very sorry that you are not satisfied with the product and the repair. The technician visited your place twice for an inspection and replacing the mechanism. Like I mentioned in my previous response that the recliner making noise is normal as there will be a friction when two leather parts come in contact with each other. And, as per technician's report he fixed everything and unfortunately, we cannot do anything further.

  Customer response

  06/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Yes there is something that Jag can do which is picking up the love seat and refund our money.  Taking our $4200 and saying we should just live with it is a slap in the face.  No way would the owner/manger live with this noise and lopsided seat if it was in his home.  Again our suggestion that he come and see for himself was dismissed.  Just goes to show how little they care about after care service.

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

• Initial Complaint

  18/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Jag Furniture is scamming us. We bought a table from them and when we opened the box, the item had rust on it and the mirror was broken. Within 24 hours of opening the box, we reported them and they emailed us that it is a manufacturing defect and the salesperson there said Fiza and Komal, that if it has rust and if it is broken, show us the pictures and we'll exchange. We provided them the pictures of rust and broken mirror but they are accusing us that we broke the mirror and said nothing about rust cause they are lying. They are a ***** and when we ******* them we found that they have done this to several customers !

  

  Business response

  20/12/2023

  The customer reported us after 10 days of picking up the table and as per our company's policy, the customer needs to tell us within 24 hours if they see any damages or defects. We are investigating this matter as this doesn't fall under our policy of reporting the damage on time. The Management is looking into this and will come to a solution of exchanging the coffee table for the customer.

  Customer response

  21/12/2023

  
  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. But just to mention this policy was not told to us and neither was written on the sales order we signed.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  16/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ***'s furniture is engaged in deceptive practices. They are advertising a couch they don't have and don't plan to restock, so that they can try to sell you other products once they have your money.They took nearly $1200 with tax from me then told me my couch would not be in until the end of January and when I said no problem I thought that was that. However, then a sales person tried to sell me more expensive product then cancelled my order when I would not buy a more expensive product that was not on sale.

  

  Business response

  16/11/2023

  This customer placed an order with us for the ***** * sofa which is currently on special. After the order was placed, our office called the customer to confirm his order and advise him of the eta in January. Customer told us he would wait but also wanted to see options to upgrade from his original purchase. One of our sales reps reached out with upgrade options that were in-stock. The customer was extremely rude and ******* with his language towards our staff member and used very inappropriate language towards our staff and company. Due to the customers actions and behavior we decided we will not be doing any business with this individual and therefore cancelled/refunded his order in full right away. We do not wish to communicate or have any dealings with this individual as we do not tolerate this type of unprofessional behavior. 

  Customer response

  17/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I may have *****, but that seems pretty ********** to call me ******* when they tried to sell me portions of a couch that did not fit together rather than the entire couch with no means of attaching at a higher price. I don't honestly believe they were able to compete original order, and think this was an embarrassing attempt to bait and switch.

  I do not want to do business with them. I just want to make their life worse for wasting my time.

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

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 3 pieces of furniture from Jag Furniture August 2022. In less than a year the couch has peeling/ripping. We purchased an $450 extended warranty with them. The extended warranty company said this is not covered? The Jag customer service was contacted via email and phone and photos sent after warranty company rejected claim. Fiza from Jag told me this is normal wear and tear and not covered. She then said if it was within a year they would cover it. I have photos with day and time stamped that it is within the year. The company is going back and fourth saying no over and over. Would like a refund or at the very least a in store credit for the $3000 couch.

  

  Business response

  12/10/2023

  Hello,

  The customer bought the ******************** pieces from ** back in August 2022. The customer filed a claim for leather peeling which is considered as a normal wear and tear, and is not even covered in one-year manufacturing warranty. She emailed us on Oct 3rd regarding the issue which is post one-year of her purchase. Regardless her camera pictures shows the time stamp which says when she clicked the pictures, she didn't inform us within the warranty period.

  She filed a claim with *************************** which only covers accidental damaged and not these types of issues. The customers are well aware of what the insurance policy covers. Salesperson explain them before their purchase and also they do get the paperwork in their email or mail. 

  unfortunately, there is absolutely nothing that we can do about this.

  Customer response

  13/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I submitted a claim within a year. See attached claim to warranty company. 
  Peeling of a $3000 leather couch is not normal wear and tear. Jag should replace couch and send back to the manufacturer. I paid $450 for an extended warranty. Warranty said no and Jag said it is not covered.
  This is a money grab and a $3000 couch should last more than a year.
  Sincerely,
  
  *****************************

  

  Business response

  13/10/2023

  The customer filed a claim with ********* for peeling of the leather, which I said earlier, is not covered, even if she filed a claim within one-year. The customer didn't inform the company of the issue. And, like I mentioned peeling is not covered under manufacturing warranty or under 5 year plan.

  Customer response

  21/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I DID contact Jag within a year phoning the front desk. They said to file a claim with warranty company.

  
  Fiza has been very difficult to work with. Attached is an email stating should could call manufacturer to see if they can help. She has not done that yet. 
  
  I want the couch refunded, replaced or picked up and repaired.

  
  This is not ok and this couch is a $3000 garage product that I was told was leather. The colour has faded in the photos to red and is not brown anymore.
  
  Sincerely,
  
  *****************************

  

  Business response

  26/10/2023

  Hello there,

   

  We do not have any record in your file that you phoned ** within one-year. You contacted ********* for the issue and they rejected the claim because they do not cover these types of issues. And, the screenshot you have attached, clearly states that I could have contacted the supplier and ask for the solution, if you had contacted us within one-year, however, these types of issues are not covered.

  As per our conversations over the phone, I every time said the same thing that leather peeling is not covered. Filing a claim with ********* or with the company will not change the outcomes. The supplier will not cover this issue.

• Initial Complaint

  17/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went in to jags furniture on August 16,2023 in Abbotsford to inquire about a sectional I had seen online. I spoke to an employee there and was told he would give me a good price if I was ready to purchase on the spot. I purchased the sectional for $2250. After I had paid in full, gotten my receipt and gone home, I was called by the employee that sold me the couch and told they would not be honouring the price. Online the couch is sold for 2378 with tax and delivery so I was given a discount for around $130. I was told to come back to the store and pay another $130 or to give them my credit card info so they could refund me. They should be honouring the price I paid at the time of purchase. They shouldn’t be allowed to go back and change their minds. I have a receipt that says “final sale, no refunds”. The receipt should serve as a contact between myself and the business. They shouldn’t be going back and changing the terms after the sale is finalized. I would like for jags furniture to honour the price I was sold the couch at.

  

  Business response

  17/08/2023

  The order was put into the system at an incorrect price and without any clearance/approval from management by the employee. The company is unable to fulfill this order as the sectional is not available nor advertised at this price. Customer was notified immediately after the purchase that the order is not able to be fulfilled and will be cancelled and refunded in full.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchase a dining room table,chairs and hutch along with living room furniture including entertainment center, coffee table and end tables. Upon arrival, the end table top came of when we went to place it. The dining table chair legs broke twice while family members were sitting on them. Others chairs now have cracks in the legs and the legs are bowing in. Jags furniture sent out a tech and changed some of the defective legs with replacement legs that are too long and don't match.We had issues with the furniture from when it arrived and we are still having issues we'll over a year later and got nothing but bandaid measures from Jags. We've marked off the unsafe chairs with masking tape so no one sits in them.Either they replace all defective chairs or completely refund our money and we return the dining room suite.

  

  Business response

  07/06/2023

  Firstly, I apologize for the inconvenience caused to you. As per our yesterday's conversation, I will speak with my boss regarding the issue. Like you mentioned we did ordered replacement parts for the chairs when it got damaged. The concern you have regarding the length difference is because the new replacements legs has the foot protectors underneath them which is why they are longer than the other existings legs. You can always remove them if you want. We did hire a technician to install the leg ordered for one of the chairs and also, to inspect the problem with the other chairs, so, we know what is actually wrong with them. We sold so many chairs of the same model and haven't heard any bad reviews from any of our customers. 

  Also, we have already contacted the supplier to discuss the matter. Once, I hear back from my boss and the supplier I will get back to you.

• Initial Complaint

  02/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Originally bought and paid for on Jan 22, 2023, the total invoice amount was over $5000. They had it all in stock when I purchased it. They first delayed the delivery by half a week, then upon delivery a coffee table was missing, They said it was damaged and would have to order a new one. It has now been almost 5 months, with back to back emails, getting no where. They keep delaying the eta of the additional table. This is not acceptable. The quality of the table set is poor, they have not provided me a complete set that I paid for. They offered to let me have a floor model but will not warranty it - I paid for extra warranty so once again not acceptable. When asked if they would allow me to return the parts of the set I received they declined and keep sayings it’s in transit. According to them it has been in transit for months. Very disappointed.

  

  Business response

  04/05/2023

  Hello ****,

  First of all, I apologize for all the inconvenience caused to you. We are trying our best to resolve the issue. I am sorry for the delay in the delivery but we scheduled it when we had the spot available. For the coffee table, the warehouse Manager checked it before the delivery and it came out damaged from the packaging. We did not wanted to send the damaged piece to use till the time we get the new one, so we ordered the parts. The parts are taking longer than expected and the shipping of the containers are not in our hands. The recent update I received from the supplier is that they will be shipping the part in the mid- May, so we are expecting that it will arrive in our warehouse at the end of this month. As per my last email to you,  we cannot give you a refund but you can reselect any other coffee table for the same price.

  Again, I sincerely apologize for all the delays.

*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. ↩