JB's Furniture — Local services in Milwaukee

I am a bit disappointed to actually have to post a low rating for my recent interaction with JB's furniture. I have been a customer off and on for over 14 years. I up until recently have always had good customer service, and felt good about the quality and price point. That is until our most recent purchase last month. We ordered a youth bed(Purpose twin hoop Marjorie Coaster)and mattress which was delivered and set up on April 8th. The delivery and set up was quick and we were initially pleased. On Monday evening my husband moved my 8yr daughter's bed to the side to clean from underneath. This is a very small room. A large piece of the bed fell off from underneath, however the frame still appeared sturdy. He placed that piece aside and was going to call JB's the next morning as this happened after hours. When my daughter got into bed it began to bow downward(see pic). As this was a safety hazard we made other sleeping arrangements. I reached out to JB's the next business day and was transferred to Josh in support. I explained my concern and asked what we should do next as it should be under warranty. Josh stated "it was not under warranty if it was dragged". I explained that I don't believe it was dragged but was not present. However, I noted that the room was very small and this was the third metal bed we had purchased and have never had any issues with the other two. These others have been moved not only from room to room but to another house with out issue. So I felt this was a quality issue. Josh stated he could not do anything about the warranty again if dragged. In order to move it we according to Josh should have picked it up(again a metal bed) or disassembled it. That was ridiculous to me because who does that when you are cleaning under a bed. I felt it was a way to not honor the warranty and instead of considering it could be a design flaw with this particular bed it had to be user issue. Josh began to get frustrated with me and said he could only offer to look at the bed, but to do so we would have to disassemble it, bring it to them for possible repairs. At this point I was livid. Namely because this was a new purchase, and we already paid for delivery and set up because we just have a small vehicle. Now you want us to ring it in with potentially a repair fee. Also in the past JB's has come out to assess vs inconvenience the customer. We had to do that with a metal bunk bed. Josh and I went back and forth and I stated I would have my husband call. This was preferable to Josh as he stated I won't get anywhere with my tone(in essence). He wanted to end the call and I told him not to hang up on me but he did anyway. That is not the way to treat a customer even if they are upset. I was upset because my child could have been hurt. It just gave us pause. Even prior to this instance our son's dresser fall apart after a short time having it. We called on that, someone pulled our file. We had purchased an extended warranty so would be covered. This person was going to let the owner know and call us back. That never occurred either. Again very disappointed, I am not sure if it is quality, different staff or combination of both. Unfortunately after supporting the business for many years we will...

I purchased my second living room set from JB’s in 2021, and once again, they’ve gone above and beyond. On Friday, I called to report an issue and sent a photo — someone was at my house that same day. That kind of prompt, caring service is rare, but not surprising coming from JB’s.

I’m a return customer because I trust the quality of their products, and the in-store experience has always been A+. The staff is professional, thorough, and genuinely proud of their work — from sales to delivery and setup.

But that’s not why I’m posting this message.

I’m posting because of consistency. In all my experiences with JB’s, I have never had a bad one. They make you feel like more than just a customer — they make you feel like part of a community.

We’re currently going through a very difficult time with a loved one and truly needed something kind to happen. And there it was — kindness, right at our door. To top it all off, he even helped carry boxes to the recycling bin.

Thank you from the bottom of my heart. I hope someone makes you feel the way you made our family...

OMG JOEL WAS SUPERB!! Just from placing a phone call to his business to inquire about a mattress he was very friendly and full of life. So I said forget calling another store I’m going to see him! Glad I did; He told me everything I needed to know about the different mattress types and frames and/or box springs. I bought my dream pillow top mattress that day and I was able to take it home for sleep the next day. I will definitely be back. He had everything in stock that all other furniture stores were back ordered on for 2-5 months. His furniture was beautiful, the aura of the store was so calm and soothing it made you want to say, and Joel and his sons went above and beyond with the sale process and tying the mattress down to my truck for me. Definitely recommend anyone to stop here before any other furniture in the area. Even those expensive ones 😉😉. He has everything they have but more...