M.Jacobs Furniture — Attraction in Eugene

They get high scores for SALES but definitely not for service! That's why their rating is over 4 - everyone felt so taken care of when they were buying the furniture. Well yeah of course, they want to make sales!

Like many of the other people who left a review, I have been trying to get service for my furniture for over 6 and 1/2 months now!!! Every time they sound so sincere and say they're going to help me but then I never hear back from them. I have called them numerous times. Every couple weeks and definitely every month. I also filed a warranty with the worthless insurance, since I was stupid enough to buy an extended warranty from M Jacobs. I did not hear anything back from them either after they accepted my claim. (Update Apr 2024: Southern motion eventually answered me after ignoring several emails and said they closed my claim as foam isn't covered.). I have spent thousands of dollars in their store over the years, but I will never spend another penny in that store. And it does no good to talk to the manager! I talked to the last manager, Dennis, before he retired. He promised me they would take care of it and that Southern Motion had stated their cushions were defective and they would send new ones and I'm still sitting here months later with nothing being done. At one point they said they had received the cushions and gave them to a repairman. That repairman stood me up numerous times. I called M Jacobs about it they said he was unreliable, and they would start over and order me the cushions again. that was a couple of months ago. So they knew this third party was unreliable but they gave him the job anyways? I told them they should at least send their tech out to look at the springs because they may be defective as well. These recliners have not been abused and I only weigh 125 lbs. so I shouldn't be bottoming out with no seat support! Of course the leather is all misshapen and stretched out with no support. Their excuse for that was they would wait for the foam to get here and it had to be custom-made, and I could take a couple months, and then they would inspect the springs at the same time. That's just more BULL because I've ordered custom foam online and had it here in a week. They are just waiting for my warranty to run out with all these delays. I have been so nice and polite, accepting all of their lies and excuses every time, and I'm just so sick of it! There is no help for me at this point but hopefully someone reading this review will choose to go elsewhere for furniture.

May 2024 Here's another update because it's a few months later. Another three calls or more. They actually came and picked up my chairs and said they put foam in them and brought them back and the chairs were just as flat as they were when they left!! I looked in there and it did look like there was a piece of flimsy white foam that could easily be compressed with a pinky finger. I called a couple of times since, and the last time she said that she didn't know what else to do except talk to the manager because the repair Tech told her that he put whole new cores in the chairs that were sent by Southern motion. This is a blatant lie as Southern motion said they sent no parts to put in my chair and that the foam was not covered under the warranty.

I knew the foam was not covered after already having a claim denied, but the last manager had said they would help me anyways because Southern Motion company had admitted that they had defective foam.

In any case the Springs need to be replaced because they did not hold up even though I only weigh 125 pounds. The Springs are covered !

I would definitely recommend never buying an extended warranty from M Jacobs and never expecting them to honor the warranty or anything they say to you on the phone. It's obvious that none of their employees have qualms about lying directly to you as several of them have done to me over the last couple years when I've been trying to get some kind of repair done on my very expensive...

No. Nope. Never. Huh-uh. Do not purchase anything from the downtown location. I cannot speak to the quality of the product nor the customer service at the "Group at Gateway Loop," or the Springfield store, but I strongly suspect it is similar, if not identical to, what I had to deal with downtown.

Foolishly, I ignored the many 1 and 2 star reviews on both Google and Yelp that I read prior to my purchase of a dining set and 6 chairs at the downtown flagship store. The reviews dealt almost exclusively with sofas and living room seating, so I crossed my fingers, held my breath, and took a leap of faith. BIG mistake. Shoddy merchandise, snake oil/used car/mafiosi sales tactics. Salespeople pushy as hell and liars: I was told the set was solid hardwood and mango wood. It is neither.

BE ADVISED!!! M. Jacobs will NOT give you a refund of ANY kind. The best you will be able to do is an equal value in- store exchange within five days of purchase only. After that, you are pretty much on your own. Back end after-delivery fixes are a total nightmare with these people.

Ignoring those reviews is ultimately going to cost me $1500 (purchase price of set) and 5 months of a major run around. Original tabletop defective (many scratches in the finish that I most certainly did not put there). They replaced the original after endless inspections and conversations with every possible employee at every level. 2nd tabletop also defective (veneer skin badly cemented, warped and pulling away from its base, marring of the surface). I would have been on my third replacement tabletop had I not finally decided to take my ball and go home. After 5 months of an increasingly frustrating song and dance. At one point, I was offered a $100 check as a "discount" to "make it right." Needless to say, I have yet to receive that check, nor has it ever been mentioned again.

Long story short, I ended up purchasing a gorgeous replacement set from Amish Traditions, which is night and day a better business in terms of quality, durability and customer service. It is also pricier furniture, but...

You get what you pay for. End of discussion.

I guess M. Jacobs is so desperate for my $1500 that they are willing to sacrifice their longstanding reputation and their future business by choosing to carry low quality merchandise, and by treating their customers like ignorant four year olds. Which we most assuredly are not.

M. Jacobs will be keeping my $1500.00 they are evidently so desperate for, but they have definitely lost my business and may very well have lost the business of pretty much everyone I talk to around town, and that's everybody I come into contact with. I'm chatty like...

I purchased a Cabinet Sleeper Chest from M. Jacobs Furniture at 725 Olive St, Eugene, OR 97401, I conducted a thorough review of chest, minor scratches, but all mechanisms worked properly upon purchase. 9/26/2021: Purchased CSC along with several other pieces 9/29/2021: Delivered, delivery crew noted when reassembling that the drawer glides were broken and needing repair. 10/4/2021: Reached out to M. Jacobs regarding damage, spoke with Chris who arranged repair 10/8/2021: Tom came to our house, indicated that a drawer glide needed to be ordered. 11/5/2021: Chris approved ordering replacement part for drawer glide mechanism. 12/30/2021: Contacted Chris to see when glide would arrive, he indicated part was on back-order and it would be 6 months. 5/26/2022: Contacted Chris, he said part was still on back-order 9/9/2022: Reached out to new warehouse manager, who refused to provide replacement part. 10/3/2022: I initiated contact with Daniel, General Manager of M. Jacobs regarding issues with the CSC 11/15/2022: Daniel, GM agreed to send repair person to fix cabinet chest on 11/21/2022 11/21/2022: Tom arrived to repair CSC, he repair was complete, demonstrated by pulling out CSC, only showing right side. The left side of the CSC did not connect to the glides by 6 inches and the drawer runners were not wide enough. 11/21/2022: I called Daniel and LM regarding the failed repair. 12/5/2022: I called LM for Daniel 12/28/2022: I called LM for Daniel 1/25/2023: I spoke to Daniel, he agreed to a reselection, I requested the CSC be picked up at that time and Daniel told me to wait until I had reselected new furniture for pickup of cabinet. No time frame for exchange. 2/24/2024: I notified M. Jacobs of reselect pieces, Manager Tom denied my request 2/26/2024: LM for Daniel 3/5/2024: LM for Daniel *3/23/2024: Daniel refused reselect.

M. Jacobs does not stand behind their word or their products. I was promised a reselection and there were no conditions of time for that reselection. I have been holding a damaged piece of furniture since 2021.

BUYER BEWARE, DO NOT PURCHASE FROM THIS CHAIN...