ComplaintsforJag's Furniture & Mattress

• Initial Complaint

  08/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello, thank you in advance for reading my concern. Recently I had a warranty claim approved by JAGS Furniture and Mattress in the value of $1510.xx. The Customer Service staff by the name of Fiza advised that they do not have the same mattress which I purchased and to come select a new mattress and pay the difference if any. I agreed to proceed with trying to select a new mattress and attended the store to reselect a mattress. The mattress we selected was priced at $2098 and it had a 20% advertised and as labeled in store (pictures are attached in the email chain attachment). JAGS Furniture and Mattress refused to sell me the mattress at the advertised price stating that my credit cannot be used towards the product, which is unfair. Any other walk-in customer could purchase the same mattress for the advertised price of $2098 less 20%, except me. I asked if I purchased that same mattress today without warranty credit, they advised I would get the sale price. I do not understand how I am not entitled to the same price as any other regular person. I believe there is ************** in their business dealings and I am hoping to get some assistance for BBB. I have exhausted all options and I believe that this is unfair. I am now forced to deal with a dealer that will not honour their posted price when I went in to purchase the mattress as they asked me to do. I followed all instructions as per their emails and JAGS still wanted me to pay full MRSP price, which is controlled by the Dealer. This is the second mattress claim I am having issues with this Dealer. The first mattress they sold was not fitted for the bedframe the sold and had to be replaced which was a Dealer mistake. I then had to make my own repairs to the bed frame they sold and I had to spend more to purchase a mattress again. There is a pattern with this business not honouring their service Thank you for reviewing this matter, we appreciate it. who consulted with Gurp ***************

  

  Business response

  10/12/2022

  Hello,

  As detailed before to the customer, any Black Friday and Boxing Week promotions cannot be applied with any warranty claims. This is our company's policy - in fact many businesses employ the same. You cannot combine multiple promotions/discounts in one sale. The customer has a warranty credit which will be applied to their order, and that counts as a discount. We are not denying the customer the option of reselection, or keeping their money unjustly, we are just standing by our policy that the advertised sale is not applicable on warranty claim orders. 

  Customer response

  12/12/2022

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

  I followed directions and did not ask for special pricing - it was advertised pricing. There should not be two tier pricing and other consumer honour all posted deals. You cannot arbitrarily charge two separate prices for the same product. When I purchased my product, I was told there is no two tier pricing. This is the first time anyone mentioned policy to me and no one has ever shown this on my documented purchase.  I want my money refunded given you are trying to **** ********* of a loyal customer - the price up mark for furniture prices are arbitrarily set by the dealer. I was quoted this same mattress for $1200 elsewhere, confirming price gouging. All I asked was for equal and fair pricing like any other customer - the same product price advertised online. When I attended the store, that mattress was available for purchase they just didn’t want to honour their posted price. I really wish more integrity would go into the way you conduct business. I have $1510 owing and I ask you refund this if you are not going to sell a highly inflated priced mattress for the your advertised price. You cannot just pick which price one customer pays vs the next when advertised. Ask other companies - I did and they told me they honour all advertised price - it’s not hearsay, I’ve verified and have processed claims with other companies too  

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

  

  Business response

  17/12/2022

  Like explained before, our company policy does not allow us to combine promotions and discounts. The mattress does not have a two-tier pricing - it has a regular price and was then on promotion for limited time. The sale price is applicable to only new purchases - not reselection. Again, this is a company policy. About the $1500 refund that the customer is demanding. I would like to clarify that this is credit which is given by the supplier, we do not have the customer's money. And there is a time period within which the customer has to reselect the mattress or else the credit expires. 

  Customer response

  19/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: The Dealer is treating not treating my credit as money spend $1510, it is not special pricing or discount - it is what was spent on a defective product that was supposed to last at least 10 years.  I am not combining discounts, I was sold a defective mattress (totalling over $1510 in cash - CAD), and now you get to pick and choose what price you give? 

  Here are the facts:
  In 2017 I purchased an entire mattress and bed frame from Jags (via Gurp)
  In 2018, the mattress failed, a warranty to ***** was processed, and they determined the bedframe was incorrect and did not have proper supports/slats – the dealer had sold me a mattress and bed frame that were not compatible. I had to pay extra to get a new mattress and then also make the repairs to my defective/lack of support bedframe, in addition I had to service the delivery and return of the mattress myself given it was their faulty product/set-up and installation – which the customer suffered and I cooperated with the error of JAGS.
  
  Fast forward to my current claim – the mattress was again deemed defective but on its own. I was approved for $1510 in credit to spend towards a new mattress given they cannot fix or replace my defective mattress with the same one purchased.
  My $1510 credit, was a total of the amount of Canadian Dollars I spend towards the cost of the mattress.This $1510 is for the amount owing for a defective mattress that could not perform. It is actual money that was spend, NOT discounts, or special pricing – and should be treated as cash and that is it – you are not providing me a multiple discounts – it is advertised pricing is what is commonly an over inflated markup on mattresses. Treat this as a customer service issues rather than another sale – You sold a defective product and want to profit again off the customer who’s been sold 2 defective mattresses under 5 years? This is completely a hassle. Take ownership of your product and practices – if you cannot sell items listed at the advertised price, you should not be doing business, nor advertising. It is two tier pricing so you can profit of another defective product and the cycle of defective mattress and resale will fuel your business.  I also do not see how you can not warranty my mattress and time limit this when there is a dispute based on unethical business practices.  I still have not seen any paperwork on policies that you have on this warranty claim and paperwork associated with the sale of my products.  You cannot just make up policy - it needs to be in writing on the paperwork you provide customers on sales. 

  I am trying to be fair and pay the same price for a mattress as anyone else would as a customer that day, for the posted price, but you refused and continue to refuse.   

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

  

  Business response

  24/12/2022

  The sale price cannot be combined with warranty credit. That is the company policy.

  Thank you

  Customer response

  03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: The dealer/business cannot just create policy or say it is policy without actually providing documentation.  

  I am asking BBB to please help with this consumer matter.  The dealer/business is withholding my money/credit for a defective product, delaying the warranty claim, and refusing to sell at their advertised pricing when rechoosing  - forcing people to pay MRSP so they can re-profit from this.  A big box retailer taking advantage of the system again - not able to provide proper policy documentations - Every night, my pregnant wife and I are forced to sleep on a defective mattress sold by the retailer, and now refusing to sell another mattress for advertised pricing.  

  As the dealer/business has made it clear, it cannot support its claim, nor are they wanting to create a resolution to the matter.  My money should not be devalued because of a defective product sold. I just asked for the regular pricing and selected a product like they asked, but there wasn't enough profit for them, I do not think that is much. 

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

• Initial Complaint

  26/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mom (******) had bought this table on Sept 23/21 and when it was delivered in Oct/21 and when I put it together the table was defeated with noticeable damage. Since then I have sent multiple emails and also called multiple times to get a resolution. At first I was told the repair company could not fix my issues and was offered a $50 credit which was an absolute insult and then the was told the repair company could fix it for me and that the company would contact me in Feb/March and then it was June and yet still no word from them as to when my table would get fixed. I sent a recent email on June 21 asking for the table to be returned and hopefully get refunded the amount and not surprised that I have not received a response back from them. I am tried of the games and promises that I repair company would contact me and that my table would be fixed. I think the table is discontinued and the reason I got it was BC and not AB was because of the lowest cost of the table despite shipping charges but I did not now about the very poor customer service (fake promises, them dragging out this process/concerns, and them not taking damaged items back for a refund) or I would not have bought from there. I definitely feel that this is a scam and that it will never be felt with. With multiple emails and with different repair companies being involved, the repair company in Calgary said they were only going to stain the top of the table and sides but not the legs. I addressed this concern with Jag’s furniture and I was off $100 off and for me to just keep the table as is. Clearly they do not want the table returned and to give me a refund and the boss of the Company thinks that $50 or $100 off is acceptable if I just keep the table as is! I am done with all of the games. I want the table to be returned and I want a full refund! They are taking forever to resolve this issue!

  

  Business response

  12/08/2022

  Firstly, we do apologize and recognize that this is an inconvenience. We acknowledge that you filed a claim with us on Nov 16, 2021, the day of your delivery. Since then, we have been trying our best to resolve the issue. I spoke to my upper manager and contacted the repair company on Nov 19, 2021. As you mentioned, we were in touch with the Furniture Repair company in Alberta that usually helps us out when something like this comes up. But this time, when we emailed them about the stain issue with your table, they informed us that they have some scheduling conflicts. After that, for some reason, they kept on rescheduling it. We generally refrain from asking customers to contact a repair company since it is an internal confidential process. However, we wanted to assure you that we are in contact with a reputed company about your concern. The $50 and, later $100 refund was offered to you as we were having a tough time finding a technician that services in your area. So we thought a partial compensation might be the quickest solution. We completely understand if you do not want to go that route. As we have communicated to you, we are even open to you hiring a technician yourself and getting reimbursed for it.
  
  We are still trying to find other furniture repair companies in Alberta to resolve this issue as soon as possible. We appreciate how patient you have been throughout the process and if you could please allow some more time to get this all sorted.
  
  
  

  Customer response

  21/04/2023

  Hello ******,
  
  I was never communicated to about them being open for me to find a technician to repair the table and getting a re-imbrusmenet for it.  I do not trust this company at all and my faith in getting my money back from the repair is very little.  I do not wish to lose more money.
  This process has taken way too long to resolve.
  All I ever wanted was my money back and the defective table returned. 
  The timeline about contacting the furniture repair company is false.  I have attached emails regarding my contact with both repair companies below.  The process has taken way longer to get anything done and I have also emailed **** at ********* ***** regarding the scheduling issues to see if that is true cause when I spoke to **** about my table repair it was about money issues that Jags furniture was not willing to pay to get my table fixed properly.
  Once I get ***** response I will forward it to you. 
  Again, I do not trust this company and have zero faith in them especially after reading other peoples reviews about their customer service experiences.
  I would like this re-opened and would like my table returned with my money back or get the table fixed as soon as possible. 
  
  *********************************

  

  Business response

  22/04/2023

  Customer's claims that we did not approve ****'s repair service because of the "high price" are false. Attached is the email from **** clearly saying that she refused the repair because it won't be 100%. He would have been able to fix the minor stain issues, but understandably, he cannot match the stain color to the tee. In addition to ****, we have contacted at least 4 more furniture technicians. None of them have guaranteed ** that they can do this 100%. We have been trying to work with ******* for a long time - offered a partial reimbursement and everything. But she is not willing to meet ** in the middle. As a company, we're trying our level best to source a reliable technician in *******, but some level of understanding and compromise is also expected from *******'s end. 

  Customer response

  25/04/2023

  Hello ******,
  
  Read the response from the company and also heard back and responded to Fiza today which I have copied and pasted in the email below which still explains my frustration with solving this issue and getting the table re-stained.  I know the companies cannot match the stain 100% but I do not want to own a mismatch table.  Them re-staining the table may be so noticeable as one of the defects goes across the whole table!!  The defects are all over the table and legs so it all needs to be re-stained! The whole table needs to be re-stained!  
  
  I also believe that if you are going to do something you should do it right and whats best!  Thats what a go by when I treat me patients at work in the intensive care unit!  I am not going to half-ass my job and I am going to give the best care possible and go about and beyond to make someone bad situation a little brighter if I can!  I grew up with this work ethic/moral values and live my life this way!  
  
  Again, as I have stressed from the beginning of this issue is that all I have ever what is the damaged/defective table to be returned and I want all of my money back.  
  Offering me $50-100 compensation when I paid ~950-1000 (cannot remember the expect price as I now has been so long dealing with this issue) is an insult!! 
  
  Sincerely,
  *******
  
  
  
  Hello Fiza,
  
  Thank you for getting back to me.  I know the stain cannot be match 100% but due to all of defects/marks the whole table will be to be re-stain as the marks are the top of the top, top of the legs and sides of the table.  There are too many defects/marks that need to be covered up.  One defect/mark goes across the whole table.  Some of these defects are not minor!  I do not want a two-toned or mismatched table.  For it to be done properly the whole table needs to be done to fix the defects/marks.  
  
  I do not want a defective/damaged table or one that is going to be partially re-stained and that maybe even more noticeable if the whole table is not done.
  
  Again, all I wanted for the very beginning is for the table to be returned and to get my money back.  I do not understand why this cannot happen with a defective/damaged table that you sold me.  
  
  
  Melissa 
  ** *** *** ***** ** **** *** ******************* ********************************** ****** * ***** ******** * ** ****** **** ***** *** *** ********* *** *********** ***** **** ** *** ****** *** **** ** ******* *** ********* ********* *** *** ****** *** ******** ** ****** **** ***** ** * ***** ****** *** *** *** **** **** *** ********* **** **** **** ***** *** ******** ****** * ***** ******* ******* *** ** **** ** ********** **** ** ******** ***** **** **** ****** ********* ******************************** ************

  

  Business response

  10/05/2023

  Hello *******,

  Like I mentioned in my previous email and response to this complaint that we have been trying to contact the repair companies for this job and most of them are far away from the your (customer's ) address and they are charging ** $1000 to restain the table, which is costing more than the table. I apologize but, picking up the table and giving you the refund is not an option. The only option we have to find the technician who will charge reasonable price to fix the table.

  We are working on it and will try to get back to you with a solution as soon as possible.

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: the table was delivered damage/defective and the business will not refund me which they never actual said to me just avoided the subject and were fixated on getting it fix.  I paid a lot of money for this defective/damaged table and so I am stuck with it??  The company will not pay over a certain amount of money to fix it either!  What is the highest amount the company is willing to pay to fix the table??? They are wasting my time trying to find a cheaper price!  Again, what is an acceptable amount that they will pay to have my table fix and what if the company does not find anyone and this will continue to be ongoing and drag on!  What is the companys time frame to resolve this issue? After looking at the ****** government website regarding:

  Refund and exchange

  ***** *********** ******* *** ******************** ****** ** ******* ********** *** *** ********* ** ****** *** ****** ** ********* ***** ****** **** *** ********** ******** **** ********** ***** ******* ** ********* *** ******* ***** ******* ** **** ****** **** ******** ********** ** ** **** ********* **** *** *********** ** ******* ** ********* *** *** ******* ******* ** ******* ** * ********** * **** ***** **** ******* *** **** **** ** ******* ** ***** **** ** *** ** ***** ***** ***** ** ******* **** **** *******  ** *** ******** ** *** *** ** *** ****** * **** ** ******* **** **** * ******** ********** ****** ***** * **** ******* ***** * ********* **** *** ****** ******** ******* * **** ** ******* **** ****** ***** *********************************

  

  Business response

  11/05/2023

  Hello *******,

  As per business point of view it is not fair to pay the repair cost which is more than the product. You bought the table for $748 and paide JUST $99 for the delivery to ******* which are the charges for the local deliveries. And, the technician is charging $1000 for the repair. I apologize but refund is not an option, also the product has been discontinued from a very long time, that's why we are not exchanging and giving you the new set.

  We are working on it and trying our best to find the technician who can repair the table at a reasonable price.

  Customer response

  12/05/2023

  
  Complaint: ********
  
  I am rejecting this response because as a customer I do not think its fair to sell me a damaged/defective table and not give me a refund.  Trying to get this table fixed at what you think is an acceptable price point which you have still not giving me a number ????? and I do not have a time frame in when this will be done.  I bought this table Sept 23/21.  Its now May 12/23 and this has not be resolved yet!  If this would have been dealt with when I reported the damage/defective issues I could have got a replacement.  Your company charging me local delivery fee and not out of province fee if you have one is not my problem.  There is also not business point of view with this matter- there is laws and acts that protect me from what I am experiencing and your company cannot refuse me a refund!  Thats the laws/acts that are in place! 

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

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a dining table on June 25, 2022 We were promised upon sale that we can exchange if we received a damaged item. There was a dent on the table that we had received and the store refused to exchange the table. The table they had on the floor was much better than what we received.

  

  Business response

  07/07/2022

  The table that the customer bought is part of our live edge collection. We advise our that this furniture is made of natural wood that each piece is made by combining multiple slabs of different trees and each piece will have its own characteristics, so, the imperfections like knots, chips and color variations are expected on such kinds of pieces. The collection of natural wood furniture we have is not mass produced so each piece will not be exactly the same. Our website description says it all and also our sales representative mentioned the above things and made it very clear to the customer of the variations before making a purchase with us. The floor model we have for the dining table and the bench of the same collection are also not exactly the same and have these minor imperfections. The customer was advised of this too.
  Below is the description of the dining table we have on our website:
  "Drawing inspiration from industrial designs, our Robin dining table is made of solid acacia wood top featuring a live edge, with knots, whirls and grain serving as a glorious reminder of the wood's organic natural origins. An addition of grace comes from the base, composed of sturdy black iron. Whether you're looking for an industrial or contemporary piece, this dining table will be the perfect fit for your living room.
  
  There will be a natural variation between each piece due to the woodblock's distinct character, grains, & knots in each piece of wood."
  
  

• Initial Complaint

  21/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a couch on January 9th. The couch was delivered with on part broken and another part made improperly. It was a storage piece with a table top that sits into a hole. The table top is cut about a half inch too long, so it doesn't sit flat in the hole. I was told by the deliver guys to call and it would be fixed. I called and was told to email them. I emailed them with pictures and video and was told someone would come out. They then emailed me back and told me that they wouldn't fix it because the floor model was cut the same way. The repair guy came, told me he was there to fix a tear. I told him there was no tear and the mechanism broken. He looked at it, took a picture, said he would order a part and left. I didn't hear anything back until I emailed them on March 11 to tell them I wanted to return the couch for a refund. At that time the three seats on the couch had broken so when you sit on it, you are sitting in a hole that you can't get out of. They emailed back saying that when the part for the side piece comes in, their repair person would look at it. I didn't even mention that the material is pilling too.

  

  Business response

  26/03/2022

  Hello,

   

  Firstly, we do want to apologize for any lack of communication from our end. We had already placed an order for the part that our technician reported. The sectional you have purchased is filled with down-feather, they are made like this. What you think is a hole is just so you sinking down because of the feather filled seat cushion. These cushions conforms to the shape of the person. To ensure the longevity of this sectional it is recommended to rotate the seat cushions and fluff them after every use. Regarding the table part, again, this is how it is manufactured. It is not deemed a defect if all the pieces (including our floor model) are built the same way. We, however, will keep you in the loop as to when your part will arrive and will send a technician as soon as it comes in.

   

  Thank you

  Ankita

*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. ↩