James & James Furniture — Local services in Springdale

UPDATE 4/2025 (4.5 stars): J&J delivered on their promise and lived up to the high standards they promote! We now have a beautiful bed frame that truly reflects the quality they advertise. To our surprise, it even came with functional updates that improved both the structure and the overall look. We really appreciate J&J for listening to our concerns and working with us. We chose them because we wanted to invest in lifelong quality pieces—and they delivered.

UPDATE 2/2025 (3 stars): To my surprise, J&J called to apologize for my past customer experience and discuss how to resolve the issues we were facing. They acknowledged that they couldn’t change the past but wanted to make things right moving forward. Prior to the call, a team at J&J had reviewed my situation and due to our specific issues, came up with a solution we thought was appropriate. I will update this post once we receive our replacement and how it turns out.

UPDATE (1 star): ODDS MIGHT NOT be in your favor as previously stated. They offered a possible solution with the stipulation I had to DELETED THIS POST. Payton reached out the following business day after I posted this review and apologized for our experience. We emailed back and forth and came up with a possible solution to new side rails, stained slates and additional stain to cover up places where raw wood is showing after putting on the new brackets. I explained I would be happy to update our post, which is only fair, being they are willing to fix the defective bed we received from them. They emailed back and WOULD NOT do anything for us unless WE DELETED THIS POST. I didn’t feel like that was appropriate and decided not to take the deal. In the meantime, the situation is getting worse and the footboard is starting to slide out. I added additional photos so you can see how the foot rail is pulling from side rails. Bolts are as tight as we can get them.

ORIGINAL POST: Beautiful bed BUT disappointed in the overall quality, customer service, lack of communication, and effort to make things right. They have a wonderful rating, but beware if you have problems! After reading other negative responses, they reflect our experience.

We ended up with faulty hardware that connect the railings to the head and footboard. See video below...turn up volumn. Initially, communication was responsive, but after several attempts to fix the problem (bees wax) with nothing working, communication drifted to emails and text messages with a 3 week wait or so for a response from Emma. No one retured my last 2 phone calls. We were lucky to get our bed on sale, but it's almost a $4000 bed at regular price. Overall experience does not reflect what they promote on their website. They did send new hardware, which we installed ourselves. Last communication, they offered to send stain and $150 dollars to find someone to fix the holes left by the first set of brackets and stain to cover up bare spots where the old brackets were. The bed was stained after the initial brackets were installed, and the new brackets dont match up. This is not what we expected when purchasing from J&J, paying almost 4K and having to fix ourselves . We asked for replacement side rails but haven't received a response or acknowledgment of our ask. We just moved and need many different furniture pieces. I was going to order other items, but after seeing how this went down, I don't want to take the chance. It's an investment, and I'm looking for quality items to last a lifetime.

Two others cons to mention: measure your bed. We have a standard queen Temper-Pedic bed, but the frame is to long. Either the pillow falls down by the headboard or there is a gap at the end of the bed. Second con - they use two by fours that need to be screwed down. It looks cheap and unfinished. Im looking for something different to give it a more polished look.

Final thought - per positive ratings, odds might be in your favor. BUT, if you have trouble, you're on your own and out...

Good furniture if you're willing to be repeatedly disappointed by the service.

I ordered both a desk and a dining table/chairs set from James and James. When it arrived, it proved to be well made furniture that I'm sure I'll generally enjoy having in my home. The company is really fantastic with their pre-sales processes. Their website is informative (though not entirely honest) and easy to navigate. Ordering is easy. But once they have your money, things fall apart.

Their website states "Typically, furniture is ready for shipment in approx. 10 weeks" and "to-date all orders have been filled and are expected to be filled within the typical turnaround time." But this isn't true. The desk took approximately 16 weeks and the chairs for the dining table took approximately 14 weeks. In both cases, no one contacted me to let me know things were going to be delayed. When I made the effort to ask, they were evasive. When I pressed, they gave me estimates which proved to be inaccurate. They consistently over-promise and under-deliver.

I have furniture on order from other companies which I've been waiting on for more than six months. But a) they set expectations when I ordered and b) they've proactively communicated with me when they realized they weren't going to be able to deliver as previously promised. And that's enough for me. I don't think my expectations about proactive communication and more accurate estimates are unreasonable - I mean, they have the information to know these things, right? If all else fails, lie to me and tell me it's going to be terribly long and then surprise me by sending it earlier.

Instead, when I'd inquire, I was either told, "well, we don't know but we'll let you know when it ships." And when I pressed, I'd get an email explaining that they understood I was frustrated and that they were refunding a portion of the purchase price. I was never unhappy with their prices. I never asked for money to be refunded. I didn't want money, I wanted to know when I'd receive the items I purchased.

More than four weeks ago, I was told the dining room chairs would arrive (several weeks after the table did) and I was told to expect them to ship in 2-3 weeks. Well, when they didn't show up and I again heard nothing, I sent an email. I was then told that they had shipped and that an email had been sent to me with that information - but there was no such email. When I asked that another be sent and was assured it would be, it never came (and yes, of course, I checked my spam/junk folders).

Finally, a note about the furniture. I love the desk. Yes, the drawer came damaged and they had to send me another. But they did that and, despite having paid extra for "white glove" assembly services, I was able to put it on.

The dining table, however, is embarrassing. One of the delightful things about James and James furniture is the rustic look. That includes slight imperfections that are completely natural to wood. It even includes knotholes. You have the option of having those knotholes filled or not filled and I chose filled (for both the desk and the table). I chose the same finish for both the desk and the table. But, though the knotholes were filled with a fine-looking dark filler for the desk, they were filled with an entirely different color filler for the table. So, that filler really sticks out like a sore thumb.

Be careful. You might be thrilled like many of the other reviewers. You might get something as great as my desk. Or you might get something like our dining room table. Maybe, by some miracle, you'll also get your furniture when they say you will.

But I wouldn't count on that.

Update: After reading this, they tried to guilt me into raising my rating to five stars. Christina wrote: "reviews, like the one on Google, have a huge impact on the families that count on their job at James+James to feed their families in our community." James himself tried the guilt trip again months later. Steer clear of...

Updat: There are zero half truths in my comments as stated below by the owners. The details below honestly explain exactly what happened. Original: We purchased an expandable table, chairs and bench. The first table we received had a 1/2 to 3/4 inch sag in the middle of the table without the extension in the table. The finish was not dry and dripped on our wood floors from the metal connectors. We set a glass on the table and it left an indention in the polyurethane because it was not dry completely. There were grooves in the joint lines where the polyurethane had sunk. The bench was not the correct length and we could only put 3 of the 6 chairs together because we were sent the wrong parts. The frame for the chairs were the wrong size. They agreed these were issues and made a second table and bench and sent new chairs. We had the same issues with the second table. There was a similar sag, which I was told before I ordered the table would not exist. There were more grooves at the joints. We had clarified for this table that we would like the knots filled (just like the tables in the showroom). They filled most of the knots, but not all. I expected all of them to be filled. I did not want food getting stuck in the table. They asked us to let them make a 3rd table because they agreed these issues were not acceptable. They modified the structure of the table to reduce the sag. They adjusted the frame so it was solid and the table itself moved. This is not the type of table that I wanted because now the people at the corners will have to straddle the legs. But, I was hopeful to get a beautiful table. They assured us that they would examine the table before sending it. The 3rd table only sags a little bit. They did not realize that the table had 2 separate finishes on it while inspecting it. One side looked glossy while the other side looked matte. How can you inspect a table and not realize there are two finishes on the table. We were told that this is just how it is some times. The wood can react differently to the polyurethane giving you two separate finishes. They finally agreed to have someone come and refinish it. He was here for about 30 minutes. He sanded the table, wiped it off and put a thin coat of polyurethane on it. There were brush marks and dust all over the table. You could see the brush marks and start and stop marks from the brush as well. I was assured that they would go away once it was dried. They did not. I sent pictures. We were told that they could not help us because the table is rustic and you can see brush marks in our tables. Well, you don't see them in the tables in their show room. In response to your comments, there is nothing inaccurate about my review. You have the pictures we have taken along the way. If you feel the table is adequate, why will you not return it and sell it to someone else? I have not sent any harassing texts to your associates and...