ComplaintsforJohn V Schultz Furniture

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered this furniture on 9/22/2023. It was a sofa, a love seat and a coffee table. The coffee table came scuffed, scraped and a sticky substance all over it. John Vs did replace it for us as it was unrepairable. Please see in evidence the pictures of the back cushions on the sofa and love seat. You can see they are saggy and dimpled. This was the condition upon delivery. I reached out to John Vs about it and their solution was to send someone out to add stuffing to the cushions. This did not fix the concern. I had went to the store to go over options to return/exchange as I was incredibly dissatisfied with the quality of the furniture I has just purchased for over $5,000. It is known that over time daily use will cause sagging and dimpling of the stuffing of cushions. I have not owned this furniture for even a year and it already looks as if it has been used daily for 3+ years. I would expect it to at least last the length of the payment plan that I made through JVS furniture. I am not requesting a refund but a return with store credit to purchase a better quality item. I am also concerned that the coloring of the furniture looks different in person than the swatch that was shown to me however my greater concern is the quality and longevity of the product I purchased.

  Business response

  09/04/2024

  We reviewed the pictures attached. Back cushions are not made to hold weight on the top, they are made to lean back on. If weight is sitting on the top it will cause sagging and dimpling due to the fill becoming compressed. The back cushions can be fluffed but will compress again with weight on the top.

  Customer response

  09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The weight on top of the cushions is referring to 1 picture where my cat was on top of it. Both pieces were in this condition since delivery and we notified JVS immediately. JVS sent a repair person out to add additional stuffing which acknowledges imperfection from the warehouse and poor quality.
  
  Regards,
  
  ***** ********

• Initial Complaint

  03/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We thought we ordered a swivel chair with an ottoman but they gave us a chair with a chair base billing us for the base as if that was the ottoman. The ottoman was not delivered. When we spoke with the salesman we reviewed the store chair with an ottoman. Nothing was said about a base seperate from the chair. The chair appeared to be one item along with the ottoman being the second item. They gave us the chair with the chair base as if that was the second item billing us $287.99 for the base. The ottoman was to be $349.00 with a 28% discount.

  Customer response

  03/22/2024

  he salespersons name was: ****** *******
  
  The product is a Bowman leather swivel chair with chair base plus a matching swivel ottoman.  The chair and chair base we thought would be together as a single item.  Then the ottoman would be a separate item but it was not sent.
  
  When we spoke with the salesman nothing was mentioned about the chair and chair-base being separate items.  We were expecting the complete chair along with a matching ottoman.
  
  The billing was $1,199.99 for the chair with a 28% discount so it came to $863.99.  The chair base was listed separately at $287.99  without a discount.  The ottoman was not listed or delivered.  The total paid with tax was $1,384.53.  
  
  Now, in looking at the billing receipt, we should have reviewed and questioned but we just accepted what we had discussed about the product.
  
  We tried speaking with the store representatives Wednesday the 20th  and yesterday the 21st but they won't discuss the problem just saying we will get back to you or transfer our call to someone else who doesn't answer, and of course no one calls.  It was delivered on Wednesday the 20th.
  
  We want the ottoman believing it was to be shipped with the order and was included in the cost we paid. 
  
  Thank you:  ** *******

  Business response

  03/22/2024

   I called and spoke to ****** today about her order. I apologized for the confusion on her order and not speaking to someone sooner. I emailed her a copy of the ottoman that was not written on her first order. Explained to her the ottoman is on backorder until Aug, we will contact her as soon as the merchandise comes in to schedule her delivery.

  Customer response

  03/22/2024

  Resolution *** *********
  External
  Inbox
  
  ** ******* **** ** *** ******* **** ** **
  **** ** ******  We, my wife and myself, spent a couple days working on this getting nowhere.  You sent Schultz a note and we received calls from Erie, Pittsburg and Ohio.  The salesman now is saying that he wrote up the bill wrong.  We are to get the ottoman at no extra charge but, but, not until August.  
  
  We will wait them out.  We want to thank you for getting them, Schultz furniture, to resolve the situation amiably.  The 'market place' can be rough sometimes so you and your organization is really great.
  ***** **** ** *** ***** *******   

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered some furniture from a place in Erie Pennsylvania called John b Schultz online May 27th June near the end of June I canceled it because I never received it John v Schultz was returned to poop zombie Schultz

  Business response

  12/09/2023

  The customer purchase the order May 15, 2023 and paid $2453.98. The order was cancelled the order on May 26, 2023 and it was refunded the same way it was processed. I will attach a copy of the refund.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 27, 2023, we bought a power recline sofa and power recliner form John V. Schultz furniture plus a warranty plan for $389.98. On December 4, 2023, we noticed that on the power recline sofa, there was a spot 4.5 inches in length and 2.5 inches in width that the coloring went from light gray to white. It is on the head rest. Contact was made with Elaine at John V. Schultz because it would be under warranty not even year old plus an extended warranty. Per Elaine that was normal ware on the sofa and not covered. I had bought numerous pieces of furniture from this company plus warranties and never used them plus never had this problem. Why wouldn't that problem be on all the head pieces of the sofa if it was a problem related to wear & tear. This was Signature Design by Ashley in the warranty book it states that leather and upholstery fabric have a 1 year limited warranty. It has not even been a year and this spot is very visible. I feel this should be covered by the manufacture or by John V. Schultz on there warranty or they should state they don't cover any thing like this. I contacted Guardsman furniture repair and they stated it would cost at least $300 to fix they wouldn't know until they evaluated this. When we travel between 2 places and are usually at the other place most of time, it is difficult for me to believe this area was caused by wear. we don't have pets in our home. I am so disappointed in this product and in their service department. The extended warranties are a joke. After looking at all the complaints against them, it is painfully obvious that they don't care about their customers & misrepresent their products. Obviously I had no idea they would sell such an inferior products & that the warranties are such a joke. I would encourage people not to buy any products they are selling or their warranties as they don't care about there customers & are not willing to resolve any issues with inferior products

  Business response

  12/06/2023

  We have an open service call for the discolored headrest. We have requested photos of the headrest from the customer. Once we receive the photos, the photos will be reviewed and determined if something can be done under the manufacturer’s warranty or the accidental warranty.

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer that was made.

  In the morning on December 6, 2023, I received a call from ***** , customer service at Levin Furniture.  She requested that I send pictures to her email, I took pictures and had a friend send them to ******* email shortly after our conversation.  Later in the afternoon, I received another telephone call from *****.  She stated that she would order the replacement piece for my recliner.  She needed the details of what side of the recliner it was on so that was given to her.  The piece would be sent directly to my home address and that when I received the piece I was to call and let them know I had gotten it and they would come to my home and install it.  All of this was to be covered under my warranty.  However, she didn't give me an estimated date of arrival from the company or an invoice number or other important details of this transaction so I am unsure if this was just an effort to get me to withdraw my complaint and to put a stop to my complaining or the purpose of these conversations.  Her above response seems as though she doesn't want to put anything in writing.  If the headrest hasn't been ordered or if their is going to be a lengthy waiting period or if they aren't going to be able to get the product I need to be aware of this.  Usually when you order a product a delivery date is given and none of that has been received as of this writing.  I am hopefully that the company will follow through on that conversation and put the much needed information in writing so this case can be resolved. 
  

  
  
  Regards,
  
  ******* *****

  Business response

  12/07/2023

  I spoke to *** ***** 12/6 and explained the damage to her chair was not a manufacture defect. I advised this type of damage normally occurs from a reaction to hair products or body/hair oils. I then proceeded to tell her as a courtesy we would order a new inside back and replace it under her protection plan. The part generally takes 4-6 weeks for arrival but could be delayed a couple weeks due to the holidays. *** ***** will receive an email advising this once our part department processes it. (Normally within 48 hours).

  **** ***** has my contact information and can reach out to me at any time should she have any questions. 

  Regards

  Laura Z****

  Customer response

  01/19/2024

  rom: **** ******************** ***************************
  Date: Thu, Jan 18, 2024 at 3:52 PM
  Subject: ********
  To: info@pittsburgh.bbb.org <info@pittsburgh.bbb.org>
  
  
  Thank you to the Better Business Bureau and the customer Service at John V. Schultz furniture company for helping resolve this claim.  I am grateful for Laura at Levin Furniture who verbally promised to fix the problem and followed through until it was competed.  My furniture was fixed yesterday.  It took a while to receive the part then to be put on their schedule but the repairman was knowledgeable and did a great job.  We sincerely want to express our gratitude for all those involved in the case.  Their help and kindness was very appreciated.  It was refreshing to work with a company that honored their warranty and cared about their customers.  We will continue to purchase furniture there.  God bless all of you.
  

  
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch a year ago and the whole side collapsed and sunk in I reported the issue in early July and sent pictures and emails to support my issue . I called numerous times and John v schultz closed out my claim and said I didn't respond which is totally false . I have documents to support this

  Business response

  09/09/2023

  The customer has filed a claim several times but does not complete the process. After no contact from the customer the claim gets closed. The last claim got closed due to the customer claiming she was moving out of our service area and requesting a refund on her sofa. The customer is past our return policy, she was delivered in May of 2022. We can reopen her claim, she will need to fill out and return the claim form we will email to her. If the customer is in our servicing area, we can process her claim. If she is out of our servicing area, she can cancel the warranty and be refunded a prorated amount of the warranty.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After shopping Levin and Ashley I decided to buy a couch set and purchase the insurance. I was replacing furniture my toddler had peed on in his sleep. Both sales people at each location told me to make sure I had the insurance in case it happens again. My son had an accident in his sleep on the 11th. I called the 12th. The man who took my claim said they would replace the cushions. It was assigned to someone who denied the claim because of odor. Common sense tells you if a child pees it’s going to have an odor. The platinum plan covers body fluids. I want this fixed or I want Ashley to come get the couch and give me a refund. I can’t clean or do anything to the couch until it’s resolved and it’s been a week. We can’t sit on the couch because it smells. I just made my second payment and find this unacceptable.

  Business response

  05/24/2023

  On May 12, 2023, a claim was started for accidental urination on sofa. Our fabric warranty is for accidental rips, tears, burns, and stains. The warranty does not cover odor, it was reported that there was not a stain. We can get a price for new cushion cores if the customer would like to purchase replacement cores. I will attach a copy of the warranty, under What This Agreement Does Not Cover, states odors.

  Customer response

  06/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is a stain. I’ve spoken to several people where I’ve stated there was a stain on the foam. My argument is that John C****** of Levin and the girl I made the purchase from both stated that this exact even would be covered, which resulted in me making the purchase and them splitting the commission. It won’t let me submit a picture, but I do have a picture of the stain.
  Regards,
  ***** *******

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 identical sofas in 2022 for over $7000 PLUS purchased platinum protection plan. Stain developed from peroxide spill in summer 2022. Service department came out, looked at sofa and ordered replacement leather panel for one recliner end in early October 2022. Is now 7 months later and mo parts even in transit from manufacturer. By the time they get repair made, rest of sofas will have wear signs from additional year and our 4000 ea sofas will look like a wet bugger with NEW covering on one end and way over year wear on rest.....repair or replace must have time frame when repair option goes away and replacement is required. We do not even get courtesy of updates unless we call and then all we get is the obligatory bs parts on order and out of our hands response.

  Business response

  05/11/2023

  On March 27, 2021 *** ***** purchased 2 sofa’s with the Platinum Protection Plan and they were delivered on June 6, 2021. In Sept of 2023 customer reported marks/stain in the leather on seat cushion. We ordered a cut and sewn part; this part usually takes 12-14 weeks to get to the manufacturer. We have an ETA from the manufacturer, they will be shipping the part in mid-May. We will contact the customer to schedule as soon as we have a confirmed date of arrival. We apologize for the delay from the manufacturer. The warranty is for repair, and we replace the furniture when the parts are no longer available.   

  Customer response

  05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** *****

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2022- we purchased a backtrack power reclining leather sofa, (delivered in Mid May 2022) march 23- the "leather started peeling" It was sold to us as leather seating surfaces and arm rests, its peeling because its not real leather but bonded leather. This sofa was over $2500 and they refuse to warranty the product, we started contacting them in mid march, they left a message refusing to warranty this leather sofa, and have refused to respond to us at all. This sofa jas a 1 year repair or replacement warranty. The damage is in the lumbar area which is described as leather but is peeling away. No one will respomd and the year warranty will expire in may and we will be out of any legal president according to their terms. How to do we get them to hold up their warranty ?

  Business response

  04/14/2023

  **** ******* called in and reported that her leather was peeling on March 26, 2023. The customer was asked to send in pictures, which was done. After reviewing the pictures, her claim was denied due to the damage. The picture shows scratches and residue over the part where the leather is peeling with also animal hair. That would not be covered under the manufacturer’s warranty, the piece is not defective but caused  by something in home. On April 10, 2023 the customer was called and left a voicemail of the denial. On April 13, 20203 customer was emailed of the denial and that the damage was caused by something in the home.

  Customer response

  04/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I have attached more photos, those aren’t scratches, those are areas that the "so called leather" is wearing away from the LUMBAR only on 1- section. I have true leather pieces as this was "claimed " to be , no where in the description or on the piece does it say "bonded leather" ive attached evidence of the false advertising of this piece. 
  
  Yes we have dogs, no they don’t scratch a small section of the lumbar area shown in the pictures. 
  
  This is a cop out excuse not to pay for the piece that was falsely advertised as "leather" ive  have many  REAL LEATHER pieces  that are 25 years old lived through two kids and numerous dogs and are still amazing pieces. Leather is durable and that’s why we paid $$$$ big money for leather.
  
  It was advertised as leather and is NOT TRUE LEATHER, ITS BONDED
  
  that in itself is misrepresentation!! 
  
  We aren’t asking for a new couch, we just want the defective piece (my husbands backrest replaced) 
  
  No one came to our house to inspect the piece as we were told, no one responded to calls, we've been shopping at John Vs for 26 years and bought many pieces of leather there. This is not leather. 
  
  my husband believed it was real leather and was using leather cleaner and leather conditioner when the leather started peeling away. 
  
  We have the original email thread 
  
  Which was before March 26th 
  
  We can produce that if necessary. 
  
   
  Regards,
  
  **** *******

  Business response

  06/05/2023

  On April 19, 2023, the customer emailed in asking if we were ordering a “repair kit” and they do the repair themselves. I emailed them back the same day and explained we would order a replacement piece of leather from the manufacturer, not a kit. I also stated we would give them the name of a contractor that they would pay to install it. I have not heard back from the customer if they wanted to proceed with the offer. Once they accept the offer I will order the replacement part for their repair.

  Customer response

  06/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did not call aaking for a repair kit, that is a lie flat out. 

  I called and asked why they couldn't replace the leather that is failing 
  
  Regards,
  
  **** *******

*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. ↩