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May 2024 by Debbie Johnson
Didn't want the floor model because it had a stain on it. I was told by the salesperson that it would come from a warehouse, but the floor model was delivered, stain and all. Was told then that they sold out so they automatically delivered the stained couch with no heads up. They could have at least taken care of the stain first, but now it's my problem...
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May 2024 by Cas S
They get high scores for SALES but definitely not for service! That's why their rating is over 4 - everyone felt so taken care of when they were buying the furniture. Well yeah of course, they want to make sales!Like many of the other people who left a review, I have been trying to get service for my furniture for over 6 and 1/2 months now!!! Every time they sound so sincere and say they're going to help me but then I never hear back from them. I have called them numerous times. Every couple weeks and definitely every month. I also filed a warranty with the worthless insurance, since I was stupid enough to buy an extended warranty from M Jacobs. I did not hear anything back from them either after they accepted my claim. (Update Apr 2024: Southern motion eventually answered me after ignoring several emails and said they closed my claim as foam isn't covered.). I have spent thousands of dollars in their store over the years, but I will never spend another penny in that store. And it does no good to talk to the manager! I talked to the last manager, Dennis, before he retired. He promised me they would take care of it and that Southern Motion had stated their cushions were defective and they would send new ones and I'm still sitting here months later with nothing being done.At one point they said they had received the cushions and gave them to a repairman. That repairman stood me up numerous times. I called M Jacobs about it they said he was unreliable, and they would start over and order me the cushions again. that was a couple of months ago. So they knew this third party was unreliable but they gave him the job anyways?I told them they should at least send their tech out to look at the springs because they may be defective as well. These recliners have not been abused and I only weigh 125 lbs. so I shouldn't be bottoming out with no seat support! Of course the leather is all misshapen and stretched out with no support. Their excuse for that was they would wait for the foam to get here and it had to be custom-made, and I could take a couple months, and then they would inspect the springs at the same time. That's just more BULL because I've ordered custom foam online and had it here in a week. They are just waiting for my warranty to run out with all these delays.I have been so nice and polite, accepting all of their lies and excuses every time, and I'm just so sick of it! There is no help for me at this point but hopefully someone reading this review will choose to go elsewhere for furniture.May 2024Here's another update because it's a few months later. Another three calls or more.They actually came and picked up my chairs and said they put foam in them and brought them back and the chairs were just as flat as they were when they left!! I looked in there and it did look like there was a piece of flimsy white foam that could easily be compressed with a pinky finger. I called a couple of times since, and the last time she said that she didn't know what else to do except talk to the manager because the repair Tech told her that he put whole new cores in the chairs that were sent by Southern motion. This is a blatant lie as Southern motion said they sent no parts to put in my chair and that the foam was not covered under the warranty.I knew the foam was not covered after already having a claim denied, but the last manager had said they would help me anyways because Southern Motion company had admitted that they had defective foam.In any case the Springs need to be replaced because they did not hold up even though I only weigh 125 pounds. The Springs are covered !I would definitely recommend never buying an extended warranty from M Jacobs and never expecting them to honor the warranty or anything they say to you on the phone. It's obvious that none of their employees have qualms about lying directly to you as several of them have done to me over the last couple years when I've been trying to get some kind of repair done on my very expensive rec
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April 2024 by Jeanette Graff
I purchased a Cabinet Sleeper Chest from M. Jacobs Furniture at 725 Olive St, Eugene, OR 97401, I conducted a thorough review of chest, minor scratches, but all mechanisms worked properly upon purchase.* 9/26/2021: Purchased CSC along with several other pieces* 9/29/2021: Delivered, delivery crew noted when reassembling that the drawer glides were broken and needing repair.* 10/4/2021: Reached out to M. Jacobs regarding damage, spoke with Chris who arranged repair* 10/8/2021: Tom came to our house, indicated that a drawer glide needed to be ordered.* 11/5/2021: Chris approved ordering replacement part for drawer glide mechanism.* 12/30/2021: Contacted Chris to see when glide would arrive, he indicated part was on back-order and it would be 6 months.* 5/26/2022: Contacted Chris, he said part was still on back-order* 9/9/2022: Reached out to new warehouse manager, who refused to provide replacement part.* 10/3/2022: I initiated contact with Daniel, General Manager of M. Jacobs regarding issues with the CSC* 11/15/2022: Daniel, GM agreed to send repair person to fix cabinet chest on 11/21/2022* 11/21/2022: Tom arrived to repair CSC, he repair was complete, demonstrated by pulling out CSC, only showing right side. The left side of the CSC did not connect to the glides by 6 inches and the drawer runners were not wide enough.* 11/21/2022: I called Daniel and LM regarding the failed repair.* 12/5/2022: I called LM for Daniel* 12/28/2022: I called LM for Daniel* 1/25/2023: I spoke to Daniel, he agreed to a reselection, I requested the CSC be picked up at that time and Daniel told me to wait until I had reselected new furniture for pickup of cabinet. No time frame for exchange.* 2/24/2024: I notified M. Jacobs of reselect pieces, Manager Tom denied my request* 2/26/2024: LM for Daniel* 3/5/2024: LM for Daniel*3/23/2024: Daniel refused reselect.M. Jacobs does not stand behind their word or their products. I was promised a reselection and there were no conditions of time for that reselection. I have been holding a damaged piece of furniture since 2021.BUYER BEWARE, DO NOT PURCHASE FROM THIS CHAIN OF RETAILERS!!
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March 2024 by Sydney B.
Ordered this beautiful red leather couch and recliner back in January. we were supposed to get the recliner in a week, but that never happened, still no recliner. These people are liars! They will tell you anything to get the sale and then they could care less about you. I will never buy anything from this company again!
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December 2023 by Chris Elliott
This was our first time buying from M Jacobs and it will be our last. If I could give a negative 100 stars then I would. I am a 55 year old professional and this was without a doubt, the worst example of customer service that I have ever experienced in my lifetime. The owner needs to stop worrying about his advertisements on TV and start looking internally at his own company to improve customer service. We bought a sectional sofa and ottoman from them. During the 1st month of ownership, we had part of the ottoman break. It took a long time just to get a technician to look at it, after a few no shows. Then after they agreed to pick it up for repair, they wouldn't show up on the day that they said they would. Then when they finally picked it up for repair and brought it back, they had literally done nothing to fix the issue. I was absolutely astonished. You couldn't miss what needed to be fixed. So it was another act of god to get them to come pick up the ottoman again. Nobody wants to take responsibility at M Jacobs or follow through on what they tell you. After they brought back the ottoman the 2nd time, they had semi-fixed it in a crude way. Technically it is fixed but I have no confidence in the repair holding long term. I could have fixed it better but it wasn't my responsibility to fix it. I shouldn't have to. Needless to say, I WILL NEVER BUY FROM THEM AGAIN OR SET FOOT IN THEIR STORE. The owner should be embarrassed that this is going on with his company. These multiple negative reviews should warn people away. If you have a problem with them, it will be very difficult to get your problem resolved.
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November 2023 by Mark Keller
If it was possible to give less than one star, I would. I have purchased two chairs here and received not only shoddy merchandise but abysmal service. I won't ever shop here again.The manager of the downtown Eugene store, Tom is less than helpful and I don't understand why he has that position in the first place. The women who answer the phones are incompetent.Run, don't walk away from this money disposal opportunity.
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November 2023 by GABRIELLE BARNES
My partner and I ordered a couch early to mid summer and never received it. It is now almost Thanksgiving, and we finally canceled our order and asked for a refund. The customer service was some of the worst we have ever dealt with. We never received updates, and we always had to call ourselves to find out what was going on with our order. We were given multiple dates throughout this time that our couch would be delivered and took multiple days off of work to receive this couch only for it to never be delivered. Once again, we would have to be the ones calling in to find out what was going on. We dealt with Cali or Kali, and I would highly recommend avoiding this company and salesperson. Tom, the manager, was also no help and didn't return our call after expressing how upset we were with the situation. We now have to restart our couch search elsewhere after waiting many months for our order through M. Jacobs. Not to mention, I am six months pregnant and we got rid of all of our old living room furniture on the account that we were told our new couch would be here already. An absolute joke. I would give zero stars if I could.
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November 2023 by Gabrielle B.
My partner and I ordered a couch early to mid summer and never received it. It is now almost Thanksgiving, and we finally canceled our order and asked for a refund. The customer service was some of the worst we have ever dealt with. We never received updates, and we always had to call ourselves to find out what was going on with our order. We were given multiple dates throughout this time that our couch would be delivered and took multiple days off of work to receive this couch only for it to never be delivered. Once again, we would have to be the ones calling in to find out what was going on. We dealt with Cali or Kali, and I would highly recommend avoiding this company and salesperson. Tom, the manager, was also no help and didn't return our call after expressing how upset we were with the situation. We now have to restart our couch search elsewhere after waiting many months for our order through M. Jacobs. Not to mention, I am six months pregnant and we got rid of all of our old living room furniture on the account that we were told our new couch would be here already. An absolute joke. I would give zero stars if I could.
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May 2023 by Blue S
I loved my experience here. The person that helped me was Jackie. She was very kind and professional, didn’t pressure me, provided helpful information and was upfront about everything. I needed a recliner and a mattress. I asked what was the policy if a purchased item arrives damaged/broken. She said call us and we’ll repair it or replace it. It turns out there was a little issue with the recliner I bought. They did exactly what they said they would and they fixed it and it’s perfect now! I love my chair. No trouble or hassle. I will purchase from them again in the future.
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March 2023 by C G.
No need for a long review here. We spent just under $7,000 on a new couch it took 7 months to get it (Fine, Covid) and let's just say big lots has just as nice-looking couches for $6,000 less! Called store many times got the run around asked to speak to general manager many times... Guess what? Yep, you got it! Never bothered to take my call, or even return my call. Donated that $7,000 couch to a family in need and I will never step foot back in an M Jacobs store ever again! And we bought another couch from a store that cares about who they work with and stand by what they sell. M Jacobs is only good until they get your money after that you better hope your purchase is perfect or unfortunately, you will just have to deal with it!
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January 2023 by Julie M.
They replaced my sons loveseat in December. Thanks to a phone call from a very smart local businessman. The base has its remote, and my son who is in chronic pain, is very pleased.Thank you.
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December 2022 by Lesa Henson
I hate pressure sales. Intell8gent people affording this dont succomb to high pressure sales.I walked!
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December 2022 by Paula La Lone
Omg! With Covid our order took many months to receive then at last it all came. The order was wrong. They said they would priority a replacement well ok that was now over two months ago. Also they had to have their repair dept. Come setup our table wrong assembly parts were sent out with delivery people. Never buy here
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August 2022 by dannee Damerell
bought a new sofa, and the chaise lounge is so overstuffed it rolls us into the middle cushion, rendering half the couch unusable. I've made phone calls for about a year an da half.........always to be told "oh no, we'll get right on that" but then ultimately ignored. In fact, I've never received a call back, only when I demanded to talk to the manager did I get to a person. Once I succeeded in having an appointment made for service, and then I waited and no one showed up and no one called. The manager and salesman always act like they really care that I get good service, but when I get to the service department I get drop kicked. Very very disappointed, and sorry to have spent significant money on a couch that isn't working out.
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August 2022 by Warren E.
It was a long wait because of Covid to receive my new recliner but the employees were always very helpful when I called but it arrived in perfect shape and set up for free thanks guys and ladys
