J R FURNITURE USA LTD

Manager at the Lynnwood store is very professional together with the sales team on the floor. They acknowledged customers and offered me and my wife price that was within our budget. Customer Service team particularly China was very professional each time we call to check or make adjustments to our delivery. Store technician Boku set up the living room furniture the way we love it. I have recommended this location to co-workers and I will return if my wife ever need to buy furniture again. The delivery team can do better by representing the store well.

The sales process was very professional and the salesman spent extensive time with us as we choose our furniture design, our fabric, and accessories. 50% prepayment was requested and not a problem and a delivery time of 4 to 6 weeks, most likely four weeks was explained to us. Today is seven weeks exactly and we hope to have a delivery late today. We received a call late one evening earlier this week to say that our furniture was ready for pickup. As message was after what I would've considered normal business time( 8 PM) I called the next day. I mentioned that I was happy that our furniture was ready, I was actually home from work sick and it would be wonderful if the furniture could be delivered that day to surprise my wife when she got home from the office. The customer service representative explained that no arrangements could be made till payment in full was received at which time I explained to him that that was never a question and I was trying to take care of the arrangements over the telephone.The customer service representative explained that they would not take any credit card payment over the telephone, and I needed to go to the store in person to pay for the rest the furniture. Further questions would indicate that if I made it to the store by 5 PM on Friday, that I could have my furniture delivered on Saturday. Since we had bought the furniture at a local store, I inquired how or when I could pick up my new furniture at the Lakewood store and was told that the furniture was at their Tukwila branch/warehouse. I inquired about the delivery service that was mentioned during our purchase and provided with the name of Express Delivery. I looked up Express Delivery on the Internet and found no such business listed in the Seattle Tukwila area. After calling the warehouse, it was explained to me that Express Delivery is a company that solely works for JR furniture and is their delivery system. I was provided a telephone number and after speaking to the Express Delivery people, learned that they really have no flexibility in the schedules that they follow, which seem to be delivery schedules that are essentially set by JR furniture in that the only time my furniture could probably be delivered would be on Saturday. I was unable to make any arrangements (at whatever the additional cost) to surprise my wife and have the furniture delivered to our home that day. On Friday I missed yet another day of work as I was still sick and went to the store to pay for the rest of my furniture so that I could hopefully arrange delivery for the following day. While at the store paying for the rest of my furniture, I was notified that it is not a corporate policy that I have to come to the store to pay for the rest of my furniture, but a Lakewood store policy. I finalized payment of the special order and asked questions about the delivery. I was told that the delivery company would be calling me later this day to finalize arrangements. I was also told to accept delivery of damaged furniture and that would be handled by the manufacturer, not the store. At about 6:45 PM, I had not been contacted by anybody to set up any arrangements for delivery. I contacted the store and after being placed on hold, was told that my furniture was in route and it should be delivered shortly. I expressed surprise as I had not heard from anyone, but was happy that the furniture was on its way. As I know my home (in a new subdivision on a new street) is difficult to find, I contacted the delivery service. No, my furniture was not in route to my home, and he had no idea who I was or what he would be delivering to my home as he had no sales or delivery request with my name on it. After several minutes of looking and discussion, my delivery order was found and my furniture is scheduled to be delivered late Saturday. Okay, our furniture was delivered within the timeframe that they said they would deliver. But, our furniture was delivered in an unmarked delivery truck (no name, markings, DOT numbers or license information). I spoke with the driver/delivery staff and it would be my understanding that he is an employee of JR furniture. When delivery was done, the driver requested his $129 cash delivery fee, and when I handed him $130, stated he had no change. I requested a receipt with the driver indicating that he had no receipt he could give me either. Although the delivery men were very kind and helpful, there was damage to one of our pieces and he have no idea what he should do with it. As I had been instructed by the store, I accepted the delivery and will contact them about that following work day. I guess as I complete this review, I would say, the sales experience was very helpful and the sales staff was attentive. Everything following that point has been most unprofessional, down to the lack of professional delivery service which turns out is actually part of JR furniture, not an independent delivery person.