M Jacobs Fine Furniture — Local services in Bend

Unfortunately our experience at the Bend location began in a positive manner but ended up being a very frustrating experience. We purchased a 3 piece furniture set and had it delivered to us and all was a pleasant experience. 5 days after the furniture was in my house I noticed one of the recliners wasn't working properly anymore. Upon inspection my husband found that the motor had caught our carpet tearing a large hole in the carpet and burning out the motor in the loveseat. When I called our saleswoman the next day she was confident that both the loveseat and the carpet would be addressed and taken care of. What we have learned after 3 weeks of back and forth, is this company, particularly the management team, takes no responsibility for their products and chooses not to advocate for their customers when the manufacturer refuses to take responsibility for the problem. In the end we were blamed for installing the furniture on our carpet even though we were never warned that carpet height would effect the furniture. We were held responsible for paying to replace the motors and nothing is being done to fix our carpet. Our saleswoman was kind enough to pay for the motors, because her employer chose not to take responsibility for this issue after the manufacturer refused to pay to fix the couch for us. The customer service at this location proved to be severely lacking and the manager, Cliff, was unkind, rude, unapologetic and never acknowledged any responsibility for the product he sells to his customers. Our entire phone call was him saying we were responsible for the broken couches, again, just because we put it on our carpet and plugged it in and used it for 5 days. To end our call he lied stating their was no other manager to talk to but after calling the 800 # I was informed there was indeed a general manager, Dan, who never bothered to call me back. The most disappointing part is that after the initial contact with our saleswoman no one ever apologized or acknowledged our side of this unfortunate situation. I would highly recommend that you choose another store for your furniture needs if you value customer service or any advocating for customers at all. We will never do business with this...

Purchasing new or floor model? We purchased a sofa and love seat from M Jacobs. At the time of purchase we were informed that there were 2 new sets remaining in the warehouse. Our transaction was complete and delivery was set for 2 weeks out. We were able to donate our old furniture and were ready for the new. Wanting to place the new furniture on felt pads on new flooring, I stopped by the store on Tuesday to see the size and number of pads we would need for delivery on Wednesday. At the store the floor model was no longer there. When my husband got home, I informed him that the floor model was not there. My husbands immediate concern was that we were being delivered the floor model. He immediately called M Jacobs to find out what was being delivered. He was informed that they didn't know as our salesperson was off for the day. The receptionist ask my husband to call the salesperson at 9 am the next morning, our delivery morning. The next morning our salesperson called me at a few minutes before 9. The salesperson started to explain what the situation was and I referred him to my husband. He called my husband at his work and apologized that we were getting the floor model and he was unaware that the 2 new sets had sold. The floor model was on the truck to be delivered. He offered to take $100 off our purchase price or we could cancel the order and wait until June when they would be back in stock. My husband explained that we had no living room furniture to fall back on. My husband accepted $200 off purchase price and we inspected the floor model at delivery and took possession. We are frustrated that we were never informed that this was happening and never would have, had I not stopped the day before and seen that the floor model was gone. The overall rating is based on communication and integrity. We are wondering if it is M Jacobs practice to not notify people when they are being sold/delivered the floor model? ...

This was one of the worst customer service experiences I’ve ever had. We ordered a Murphy bed back in April and as of today I still do not have it in my home. The reason for the purchase was a guest bed for all of the family coming to visit over the summer and for the birth of my child due in August. I was assured the bed would be delivered well before my due date. The sales slip estimate delivery in 8-10 weeks. That time frame passed and no one from M. Jacobs reaches out to me. I had to call in for updates where each time I was told it would be in before August, no problem. I went into the store in person a month before my due date and was told the bed would be on the truck and delivered the week of my due date. When no one called to confirm this, I called the store yet again and insisted they provide a bed. They were able to deliver a temporary queen bed, which didn’t fit in the space I had ready for the Murphy bed so was put in my daughter’s room. After the third family visit was over, my husband went into the store in person and spoke to the assistant manager who was extremely dismissive and still could not guarantee we would get the Murphy bed in time for the next guests over Labor Day weekend. He did have the warehouse manger call us (first call they initiated over the course of 5 months) who confirmed the bed was on the next shipment and would be delivered the Wednesday after Labor Day. So we won’t have the piece we already paid for in time for any guests. I’m extremely disappointed with this store and the service and will never shop...