JAX FURNITURE

Let's just say we could have lived without it. Our invoice reads "custom upholstering-reupholstering labor" as I was providing the fabric and gimp. Bill Kennedy stated at the time of the estimate my fabric was enough for the inside back, inside seat and arms of the chair. This fabric cost us between $150-$200 from Ethan Allen over 15 years ago and had saved it for something special. I purchased a contrasting fabric for the outside back. Bill explained to us how the chair would be reworked, jute strapping instead of plastic, foam to crown the seat, back and arms. We felt really good after speaking with him and felt like we were going to receive quality craftsmanship as we had received from Tropical in the past. On 6/26/19 Suzanne signed on the invoice "paid in full" as their policy is to be paid "upfront" in full.. The chair had a delivery/pickup date of 7/15. On 7/15 Suzanne left a message on our phone asking about fabric placement on the chair. As we were out all day moving our son, I wasn't able to call her back until the next morning shortly after 8. I explained how the fabric was to be applied and she said it was not enough and that the chair was not completed. She said my expensive fabric had been placed on the seat and arms. I said do not do anything else and that I was coming up there. Once there, the employee that did the work presented me a finished chair that was mostly "sacked" meaning he took my fabrics and put them over top of the seat and arm covers. All previous staples were stapled over in the wood and new black mesh had been sloppily stapled over the old mesh that I had cut open to see the plastic webbing. The seat had not been reworked, the arms and back padding had not been touched. You could see the original fabric at the wood and gimp. I pointed this out to the employee and Suzanne in the showroom and was extremely upset. They said the estimate "did not say" to rework the seat??? and the employee was going to tell me "how things worked" at Jax Furniture. I told him his boss had already told me how things worked. It came to light that the work on the chair wasn't started until the day it was slated for me to pick up, the day Suzanne left a message. She made it a point in the showroom to state she had tried to call me regarding the fabric. I demanded Suzanne sign off on the notes I put on the invoice, she would not. Taking the chair home, I found where the gimp was put on willy nilly with a glue gun. Unfortunately, my expensive fabric will have to be used for "a" pillow. Bill called me the next morning and asked what he could do for me. I stated I wanted my money back, reiterating what happened and he said it had been. I confirmed through Amex it was done. He stated he had never had anything like this happen before and said he would reupholster the chair himself for free. I just had to get more fabric. I told him I was taking my work back to Tropical. I told him he needed to print out the definition of Upholstery/reupholster and put it up for all his employees to read as they did not know the meaning of the word. When the Amex bill came in there was an additional $5 charge for a convenience fee. The terms and conditions stated the fee would be charged if their invoice "was paid online". Suzanne stated it applied to any credit card payment. I told her I wanted the money back as I did not pay the bill online, it was paid in person and they needed to reword their terms and conditions to reflect what she was saying. The money came by check. There is no way we are the only people in Jacksonville to have this done to them by Jax Furniture. The boss comes and gives an estimate and the employees doing the work interpret it as they see fit? What is it they say "Do Not Ever Pay a company for Work Upfront"!!

Better than expected. I think it looks better than when it was purchased over 30 years ago. I don't know that folks repair/refinish furniture much anymore but if you are in need of this type of service don't bother with anyone else. Call Bill and he will give it to you straight. If he can't fix it, it can't be fixed. If you want it to look like new or better his team can do it. I have never worked with a more professional company. From the office staff, refinishing crew, delivery crew - all A1. And nice too!

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