JR Furniture Tukwila — Local services in Tukwila

I bought one of the brand new Stanton couches from Mac last month and was so thrilled for it to make our den complete. Unfortunately, one of the sofa backs was broken upon delivery. So I did not accept that portion of the delivery, believing Mac and JR Furniture would do the right thing for the customer and replace the broken sofa with a new one.

Here's what happened next...

Sam, customer service rep for JR, said they brought a Stanton rep in to replace the broken cross bar. Key word used, replace. She called me and told me it was successfully replaced.

Delivery gents come out to my house again and bring in the piece to start assembling the sofa...and upon my inspection of the "replacement" / "fix"...I found about 40 wood screws and enormous amounts of wood glue on the wood. This also did not address the bowed / broken looking nature of the top of the couch. It still wobbled and bowed when I touched it! Imagine a 12-18 inch bow in a section of your couch that should be flat against the wall.

This couch was purchased brand new, so my expectation with a broken couch being delivered is that the couch is replaced with a brand new piece, not the above-mentioned option.

I called JR immediately and told Sam I would not accept a broken couch or this "fixed" couch - to which she did not know what they could offer. She told me she'd call me the next morning with an update.

The following afternoon after not receiving an update from Sam, I called and asked for confirmation of our sofa being replaced...but I was then told her manager, Mac would need to speak to me first thing the following day. If you don't have an update, please still call the client and let them know the status - it keeps us sane and makes us feel cared about.

So, again, I waited until the afternoon when I did not receive a call and reached out to Mac - and I did get an update - that Stanton was making a decision on what to do next and he'd know more in an hour and would call me back. He was apologetic and ultimately seems to have our best interest at heart, but still not confirming we'll be getting a new sofa.

So after 6 hours of not hearing from Mac, I called and spoke to Dee, who initially asked me to call back in 15 minutes. From a customer service standpoint, I feel the proper course of action is to take a message and deliver it to Mac for him to reply -- so I asked Dee to do just that.

Expecting a call back shortly, I waited until 5 minutes before closing to call back when I hadn't heard anything, and again spoke to Dee - who said he had told Mac to call me back, but that Mac was now gone.

I'm still waiting after a few weeks with part of my sofa in my home and no actual confirmation from JR that they'll be taking care of me after buying a new couch from them.

I'm unbelievably disappointed in the lack of customer service and followthrough and mostly for the fact that I still don't have our new expensive couch...each time someone said they'd call me or email me - they have not, until I followed up with them.

If you don't have an update, but you told me you'd call me... call me and tell me. I'll be a happy customer! I hope this is adjusted in the wrap up of my sofa fiasco and for future customers to have proper dedicated care.

I hope this is...

Was super stoked we just ran into this place while couch shopping in the area kind u we drove from Bremerton, found exactly what we were looking for real leather for a fair price. Paid in full and were told they would have the brand new set delivered tomorrow and even allowed us to park our flat bed trailer behind the building so we didn’t have to drag it back to Bremerton then back to Tukwila the next day. Even made arrangements to purchase an easy up chair for my mother when we came to get couch tomorrow. 30 mi. After we leave they call and tell us the new set is unfortunately not complete and has 2nleft end recliners or sum sht.... and offer us the floor model that they just talked me out of asking owner to let us take the flor model . But insisted that we didn’t want the floor model that’s been there for 3-4 months.... ALL THIS AFTER WE PAID THE 4600.00 CASH FOR A NEW COUCH AND LEFT OUR TRAILER THERE TO BE MORE CONVENIENT.uuugh KNEW IT WAS 2GOOD 2 BE TRUE.. OH AND NO DISCNT 4 INconvenience either. Even if the floor model is in better shape than one in Tukwila I still have to drive back there to get my fu*ing trailer...

I was VERRY upset yesterday when I left the review and although I am not satisfied with how the situation panned out mainly for the inconvenience today will bring having to go all the way to Tukwila then to Tacoma store to get the better of the 2 floor models. But I will say that the location we originally stopped at in Tukwila did have a HUGE SELECTION with decent pricing on most. And the sales rep who helped us was very helpful and they did their best to accommodate. Only advice is to keep lifelong customers, you should double check availability maybe even call the shipping guys real quick to be 100% positive that the deal that was made and paid will be what it’s supposed to. 5 maybe 7 minutes out of ur day could have prevented the inconvenience for us. And we still would have gladly done business. Timing just sucked. Wouldn’t have left trailer parked there if I had settled on picking up set at Tacoma location the next day... hope u understand where I’m coming from. U did call as soon as u got the bad news from shipping but I was already in freeway traffic at that point. next time get the details before the deal is paid and final.... THATS GOOD CUSTOMER CARE. If it was t for that mix up you would have gotten 5...

Muhammad was great and helped us out. I would alone give him 5 stars. But, you could tell he was a little newer to working the floor. The reason for the 3 stars is because of a delivery situation. There was another worker who was sitting by the register as we were being checked out. Little did we know the mattress we were purchasing, was memory foam and would come in a small box. We made a comment about getting it delivered since we didn't know if it would fit in our smaller truck since we thought it would be expanded when we picked it up. For reference, we are purchasing a king bed. The other helper, older gentleman with dark hair and put together, was being a little short with us and looked over asking 'delivery, really?' Little did we know, since it came boxed, we could have easily fit it into our smaller SUV. But nobody told us, therefore we not only paid a slightly higher price for the mattress (we looked it up online later), but also unnecessarily paid for delivery. This was an extra $100. When the mattress arrived, our jaws hit the ground. The box was small, nothing like we expected. I believe that the other worker sitting nearby, knew this but withheld the information. Of course, all floor workers should be knowledgeable in their products, and someone should have mentioned the actual size of the mattress before set up. We are penny pinching since we just moved into the area and are expecting, and something like 100 dollars doesn't seem like a lot for some, but for us it can help with other expenses. Definitely make sure you are fully read up and look up the item you want to purchase to verify you are getting the right price. Somewhat our fault for not doing more research & knowing what questions to ask. Rest assured we won't make this mistake again. Update: my husband actually verified and we were charged $150 for delivery. Literally a joke for...