I am giving Jordan's Furniture one star as zero is not an option. In August 2024, I purchased a…read moresectional couch from Jordan's Furniture and purchased the five-year protection plan for all sections of the couch. Within less than a year, I noticed pulling of the fabric, wrinkling of the fabric, and feathers coming out of all of the cushions. I called customer service and they sent someone out to examine the furniture. They said this kind of where was to be expected for the furniture and gave me a kit to comb the pills off the fabric. I tried the method they recommended also tried other methods, including vacuuming, sticky tape, and manually, pulling loose feathers out The furniture continue to get worse instead of better. Jordan's representative came to my house again and continue to tell me this was normal wear and tear. They advised me to unzip the cushions and ref fluff to deal with the wrinkle fabric, and that there was nothing much they could do for the pilling the representative use the comb tool himself, and although he pulled off lots of the fuzz that was accumulating on the fabric, he was never able to make the couch look presentable following this visit, I talked with customer service and was very unsatisfied with their response. I have bought many pieces of furniture from Jordan's over the years and I have never had a problem with the equality as I have with this couch. This is not normal wearing tear! I specifically asked when I purchased the couch from sales representative Mike P. If this particular fabric was durable, explaining that I had a dog, he assured me, in my daughter's presence, that it was a tough fabric and would handle wear and tear very well.
The customer service representatives have told me the warranty does not cover either of these issues because it is "normal wear and tear". The extent of the fabric wear and feather loss is far beyond anything that could be classified as normal wear and tear. I do not consider it normal to expect a customer to have to unzip seat cushions and fluff them to remove wrinkles from the fabric, especially as the cushions are made out of dense foam. It is also not acceptable to have to spend time every day removing loose feathers.
I requested to have the couch recovered in a different fabric if this issue was not resolvable with the existing fabric. Customer services first offer to me was 10% of the purchase price as a credit to be used towards purchasing a new couch, when I said this was not satisfactory. They increased to 20% refund to be used to purchasing a new couch. After escalation to a manager, the offer came back as a 50% credit again to be used towards the purchase of a new couch. I asked for a full refund, including the cost of the five-year warranty I purchased. I was told this was not possible. I asked them why I would want to purchase another product from them when this one was so awful. They said this was the best they could do and initially told me I had to use the rebate within three days after explaining to them that I was currently out of work they said they would give me a month.
Needless to say this will be the last time I purchase furniture from Jordan's ending a 20 year history with the company.
