Johnny's Mattress & Furniture Superstore — Local services in Madison Township

First and foremost if you are thinking about buying anything from here STOP and run the other direction.

Two years ago we bought a couch for our living room from here. About a year and a half of owning it the springs came loose and started to puncture through the cushions. We took it out to Johnny's and they assured us they could order new cushions since they were under warranty and they would not charge us. The gentlemen working there also told us they would also be able to put them in for us. He told us it would take up to two-three weeks to get them in (which I thought seemed a bit long).

So we called in two and a half weeks later to see if the cushions were there and they weren't because they "forgot to order them". They got shipped over night to the store and my wife and I went in the next day. The owner was not there and I told them we were here to have our cushions replaced. A lady brought them out and said there was no one there to do it at that time, even though they were to have someone there that day to replace them for us. So we left them there..over the weekend, with no couch to sit on. We actually know the lady who does their repairs, so we called her. She wasn't even aware of the situation and had no clue that she was to repair cushions for us. Johnny's did not inform her of this. But she went in to pick it up to fix them since Johnny's was clueless. Thank god we knew her directly. Who knows how long it would have taken otherwise.

We called Johnny's to inform them of this situation and that we were very displeased. We ended up talking to the owner's wife and she informed us that we would have to pay a $30 fee to have the cushions put in even though our couch was under warranty and we were told directly that we would not be charged. We told her we would not pay so she put us on hold to ask Johnny. She said the owner, Johnny, refused to pay the $30 to have the cushions put in. We had already spent the weekend without a couch and we don't have anything else to sit on so we decided to take matters into our own hands and pay the lady who does repairs for Johnny directly, without going through the company.

More than half of the things this store told us they would do didn't happen or the people working had no clue what we were talking about after multiple trips in the store. So we had to pay for Johnny's mistake and stupidity.

Stay away from Johnny's. Unprofessional and overall terrible service. I will make sure to tell everyone I know to stay away from this place. Go somewhere where the owner actually cares about his customers and the quality of...

Terrible service from Shawn today! My mom Just Got out of a nursing home and we have a couch and table coming to her apartment that was supposed to be delivered yesterday, I sat with my mom at her apartment all day and talked to the delivery Guys 3 times and each time they were “a half hour away “ eventually I had to leave to head home I figured her furniture would be there sometime after I left, I stopped by early this morning and it was never delivered, I called the store and unfortunately Got Shawn, he told me that they were there twice and nobody was home ( impossible) because I was there with her all day, I thought maybe there was some confusion with the address cause people have Gotten it wrong before so I asked him if we could Just verifie the address and he said “no I Guarantee that’s not the problem “ he refused to even let me verify it, he constantly cut me off during the entire phone call and was very defensive from the beginning of the phone call, I honestly wouldn’t recommend this place to anybody with that type of customer service

Just to reply to your response, first off I can see where your employee Gets his way with words from, also I can promise you or no body else ever spoke with the client because she did not have a telephone and was hospitalized and unable to communicate at the time, as far as the confusion on the apartment complex’s that’s exactly why I called and wanted to verify the address as your employee refused to do,I was nothing but polite with your employee as I understand that things happen sometimes and wires are crossed, this furniture was also not free Just because she didt pay out of her pocket does not mean that you were not paid for it. I have read your replies to your customers and you are making yourself sound very unprofessional

You clearly do not understand that the problem was not that it wasn’t delivered but the way your employee handled it when i called the next, you yourself said there was a confusion on the apartment complex where as you employee Just said I...

Maybe I just got super unlucky and happened to be one of the only people to have so many problems with ordering a simple bedroom suite from Johnny’s, but with this many problems I have to wonder if everyone doesn’t at least have some issue when dealing with this business. If you do end up having an issue, I hope you have lots of patience and determination to get partial satisfaction.

Biggest thing: NO COMMUNICATION. Only got answers when I called and called and called.

To keep it short, here is the list of things that went wrong and below is what they did to correct:

No communication after three weeks. After multiple phone calls, they finally said they'd deliver everything but the head board (which was special ordered but was told only 2-3 weeks). Four more weeks later - wrong mattress when finally delivered (had waited 7 weeks at this point) Small scrape on front of dresser mirror frame (hidden with un-matching black varnish) Told me I’d get true box springs with my selection – instead got the cheaper ‘foundation’ empty box

Corrections:

No sympathy offered for the long wait – good reason to believe they forgot to order anything when the order was placed. I don’t believe the order was placed until I called to find out what’s going on 3 weeks later. Came back out same-day and upgraded mattress for faster delivery (rather than waiting for my model, which was great) Finally offered to replace the mirror frame – after 2 phone calls and a personal visit + 3 weeks “Oops, we used the wrong terminology” – wouldn't do anything for me

Dealing with them: Over the 7-week period I had to call many, many times to get an answer on anything. Sometimes they were too busy to give me answers, so I was told I would be called back, but after waiting a couple days, I never got a returned phone call. They never let me know when the delivery was, when the replacement dresser mirror was coming, or where the heck my headboard was. I had to always keep calling calling calling to keep anything...