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I need to start by stating that we ALWAYS buy the extended service guaranteee with expensive furniture. We bought a high end leather sofa from Jordan's Furniture in Avon MA 2 years ago. Within 8 months the front of this sofa literally began to fall off the frame & hang in the front. The excuse we were repeatedly told was that the sofa was failing due to it having been constructed in Italy it was not condusive to our climate.

After 4 months of having to regularly leave work early to accomodate to their repair schedule Jordan's finally agreed with us that the sofa needed to be replaced. After arguing for weeks with a very rude customer service representative who demanded that our only option was to get the identical sofa- despite us being told it was "not condusive to our climate." In a nutshell I was eventually "allowed" to select another sofa because a refund was "out of the question. That is not an option." and I was given 14 days to reselect a sofa.

A new leather sofa was selected. Within 10 months this sofa began to tear at all seams. We had a repair man out to our home several times a month repairing seams until 1 repairman said he was finally requesting a replacement sofa. After being told once again that a refund was not an option- I demanded a refund and fought tooth & nail for months with customer service. I spoke to every customer service representative there is & then eventually was told by a customer representative (on the telephone) that there was nobody there higher than she & that she is corporate. I emailed to customer service on their website only to get another rude person who is the suprervisor of the previous person who told me there was nobody higher than herself in management. This "real" supervisor didn't want to see things from my point of view. Why would I want a 3rd leather sofa from them & risk that one failing as well? The very first sofa I bought the salesman told me was the highest quality brand they sell.

I finally had- had it & wrote to the better Business Bureau. Jordan's replied to my BBB claim stating they would allow me to select another couch plus a $100 credit to put towards this new selection. I declined- they kept restating themselves- I kept declining. Jordan's is not accreditted with the Better Business Bureau so the BBB couldn't do anything more for me other than make the attempt which had failed.

So I called the BBB to ask what else I could do on my own. The customer service rep was really nice & had a good sense of humor & told me I could file a 93-A. I had no idea what it was but she said it was easy to do, wouldn't cost me anything except postage & just the mention of the form usually results in the customer getting action due to the business not wanting to have to deal with paperwork & potentially having to pay out 4X's the original customer cost. YOU NEED TO READ ABOUT THE 93-A TO BELIEVE IT!! I immediately called Jordan's & told the service rep. that I needed 30 more days to let them know what new piece of *** sofa I was settling for because I was submitting the 93-A that day & I wanted to see how that was going to go for me. WOW! What a reaction I got-within 2 minutes of mentioning the 93-A I had the Queen of the rude customer service reps on the line & I was getting my full refund sent to me!! Boy was she mad! It was awesome. When I hung the phone up with her I stood up from my desk, put my hands up in the air & yelled "I WON!!!!!!" & sadly enough everyone at the office knew I didn't hit the jackpot but defeated Jordan's "we sell pieces of ***" Furniture!

So now as I type this review in my livingroom, sitting in one of our only 2 chairs because we had Jordan's pick up the last *** sofa it makes me happy to know I got 2 sofas for a combined 2 1/2 years from Jordan's Furniture for free. SCORE: Jordan's- ZERO, Sue- ONE

Monetary Loss: $1800.

Location: Mount Laurel, New Jersey

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What is a 93A? I might just call my lawyer, we are having the SAME issues you had.

Dawn and Melissa are who I have dealt with and the 40 other people because the breakdown in communication there is horrific.

They should be ashamed. Please let me know, I need to take more action NOW!

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