Jordan's Furniture Natick, MA — Local services in Natick

Because I didn't have all nice things to say, I was not going to leave a review. But because I have now received multiple text messages from Jordan's Furniture asking for me to leave a review, I will... in hopes that I will stop receiving their text messages.

In the market for a new mattress, I set out at the Jordan's "Sleep Lab". The Sleep Technician was initially very personable. He performed the analysis with their Bridge-It system and scribbled down some illegible notes. He proceeded to say they have several hundreds of mattresses and will try to narrow it down to two or three that would best fit my body composition. After showing me three of the most expensive models on their floor, I was strongly contemplating one particular mattress. I told the Sleep Technician that I needed to do some more research, read reviews etc. because I had never heard of the brand name of mattress. The Sleep Technician told me their 15% "rollback" pricing was ending that night (which was a lie...the sale is through 1/20/25). He suggested I get the order in and then call up in the morning if I wish to cancel. I proceeded with the order. I was not able to find many reviews online but the ones I did find were more negative than positive. I also discovered that the mattress contained latex, a material that my husband is allergic to. I reached out to The Sleep Technician the next morning and that's where everything went very wrong. Reviews aside, I explained to the individual that I was certainly not going to have my husband sleep on a mattress that could cause him to stop breathing. I asked him to cancel this order but did say i would come back in to try other mattresses that do not contain latex. The Sleep Technician proceeded to try to convince me the latex was way down in the layers and that an anti-allergen mattress cover would prevent any penetration of allergy-inducing substances. He did say that if I was still concerned then I could come in and select another mattress but that he was not in again for five more days.... but he was not canceling the order.

So now I was dealing with an individual who 1) lied to me about the sale end date, 2) tried to play a medical professional and 3) was holding my $6,000 hostage.

I told this Sleep Technician that I wanted my order canceled immediately and would escalate if need be... and that he had now lost a customer. The order was ultimately canceled.

I am in the business of customer service and would never lie or misrepresent a product just to get a sale. Jordan's Furniture seems to pride themselves on no pressure shopping. Whether it was this one individual gone rogue or not, it has changed my perspective about the...

TLDR: brand new sectional looks like trash within 48 hours due to what Jordan's is calling "cat damage" (which the warranty does not cover), despite it not being anywhere cats like to scratch.

My husband and I made our first big purchase at Jordan's and we were so excited about the large sectional we had ordered. When we were shopping for the couch we specifically told the sales person that we had cats, so we were looking for a fabric that was less prone to taking cat damage. She recommend a tighter weave, so we found one we like and ordered it.

The piece was in our home for less than 48 hours when we noticed that there were what looked like tons of pulled up threads all over the couch - not on the corners or arms where you typically see cats scratch, but on the tops of the cushions and seat backs.

I went through the complaint process and the person I spoke to said it didn't look like cat damage, and sometimes the threads on this type of fabric pop out like that and they can fix it. So they sent a tech out and he assessed and fixed what he could. Apparently the tech reported the popped threads as cat damage! So Jordan's will not be covering the cost of new cushion covers.

Never, in my 30 years as a cat owner have I seen cat damage like this on the tops of cushions and seatbacks of a couch. I have never seen my cats scratch this part of a couch. Sure, they will scratch the hell out of the corners and even the arms, but the tops of the cushions? No way. So, despite how this damage occurred (and despite the fact that there is no evidence that it's cat damage other than the fact that the threads are pulled out), they are calling it cat damage, so it's not covered.

Even if the thread pulls were cat damage, how in the world can they sell people who have specifically said they have cats a fabric that gets completely destroyed the moment a cat touches it? It's negligence!

I am beyond livid. The huge couch that we were so excited about looks like trash, and it hasn't even been in our home for 2 weeks. Because we chose a custom fabric (to deterr against cat damage), the piece is only eligible for a 70% refund. So if we return the couch, we will have basically paid Jordan's almost 2 grand to have wasted our time and energy on an, I would say, defective piece of furniture. Jordan's will never get our business again, never.

Oh, and guess what business is not BBB accredited. Check out Jordan's reviews on BBB and...

I would not recommend shopping at Jordan’s Furniture, especially when it comes to their so-called “hassle-free” protection plan. Last summer, I purchased an expensive couch along with their protection plan, which explicitly covers accidental tears. Recently, one of the cushions developed a tear, so I filed a claim expecting the issue to be resolved as promised.

When I first called, the representative encouraged me to inspect the couch for any other blemishes and include them in the claim. Since I had taken great care of the couch, I only noted a few very minor marks, following their suggestion. However, instead of honoring the plan, they outright denied my claim, citing “substantial damage.” They even referenced “stains” that were completely absent in the photos I provided. It became clear that they had manipulated the process—coaxing me into adding minor imperfections only to use them as an excuse to reject my valid claim.

When I responded to their email, clarifying that my concern was solely the tear (which is clearly covered under the policy), they ignored me entirely. This is not the level of service I expected, especially as a longtime customer.

Jordan’s Furniture used to stand for quality and customer care, but under new ownership, that seems to have changed. My family has been shopping here for years, but after this experience, we won’t be returning. Do yourself a favor and shop elsewhere—you’ll save yourself the frustration...