JMX International Dutchcrafters Delivered a table which was unfinished with poor woodwork. No holes to attach legs to table. JMX will not offer a refund. Sarasota, Florida

JMX has someone coming from a repair service to drill the holes in the table.  The man from the repair service seemed very nice and professional over the phone by the way.  JMX has also refunded me 20% of the purchase price for the table for the legs. I emailed back and fourth to gwen to get this matter settled and she was pretty good at getting back to me and apologized for the inconvenience.  

    

How would I know the terms and conditions? I did what you should have done. I read them right on the company's website. It's not rocket science. Congrats on being a poster child for everything retail folks hate in a customer though!

As we have said throughout the process, we are interested in working out a solution for this problem, provided it is within the guidelines of our policies.

If you would like to work with us in a professional and reasonable manner, please contact our office at 866-272-6773 to see about what can be done.

Thank you.

    This is my last comment to JMX because I do not wish to keep going back and fourth.  JMX I am truly sorry if you believe I am being unreasonable.  I was very disappointed when I received this table.  I never once had a bad experience like this with a company before.  Most of the furnishings in my home are custom made for me and I worked with many companies and amish woodworkers to achieve that.  I am sorry for calling your furniture poor quality when I only received one item which was unfinished and had some flaws.  I was lery about using a online website to purchase amish furniture and should of trusted my gut.  If I knew I would have to go through this I would have never ordered this table.  I  was very disappointed when I received the table.  As far as the style and stain of the table, it is exactly what I was expecting.  But, when I unwrapped it and noticed that there was no holes to attach the legs and flaws in the woodwork I was surprised a company would send something like that.  JMX, could you image waiting past the estimated completetion time for this table, then when you get it, it is not finished and needs fixed before you even used it.  You would say, "I just want my money back" because you would want nothing to do with a company who would deliver something like that.  The holidays past, my sons 2nd birthday and I wanted this table because I had family visiting and wanted my dining room to look nice.  To make matters worst, I got rid of my old table the day before delivery to make room for the new table and because I did not get your "remedy" I now have no table in my dining room because it is not fixed.
    Once again, this is my last posting.  There are already five articles from just this website of customers who had bad experiences with JMX.  Which to me is quit a bit since JMX was founded in 2003.
    I contacted BBB and the attorney general which takes some time to process.  If I get no relief from the AG I will like this table to be fixed the right way.  I do not want someone coming into my home and fixing it, I have a 6 month old baby and a two year old and my husband works during the day.  Please have it shipped back to a amish woodworker to be fixed.  Please not someone from the delivery service.  I paid for this to be amish made and built to last.  I will also like new legs to be made.
    JMX sorry if you feel like I am being unreasonable, but could you imagine if this was you.  You would just want your money back too.  I understand that problems occur with every company and mistakes to happen, but I thought if a customer wanted there money back after going through all of this, they would get.  But, I see that it is not the case with JMX cooperation.

Our customer service representatives are personable, professional, and trained to do everything they can do, within reason, to put our customers first.  The fact that we have had only 3-4 complaints on ripoffreport.com (with one of them actually turning into a very positive endorsement), during our nine years in business speaks for itself, as does our A+ Rating with the Better Business Bureau.

We operate our business with the highest degree of integrity and authenticity, consistent with our core values.

But the "proof is in the pudding".  Try us out for yourself, by calling us at 866-272-6773.

    Sorry if I'm wrong but, how would you know the terms and conditions of what I purchased unless you are JMX posting this consumer comment.  When you purchase amish furniture you are expecting to get good quality furniture.  Which is why all of my wood furniture in my home is amish made.  I never had a problem with amish made furniture before.  

    I did not expect to receive furniture which was unfinished and poorly made like this.  I did refuse a repair from JMX because I did not want furniture which had to be fixed (redrilled, filling in holes with putty, etc).  I could have purchased a used table at a consignment shop if I wanted that.  It is unprofessional to offer a deliveryman to come to my home and fix this table which is to be amish made.  What company does that?  I would not want this table replaced because it took from 8/26 to 12/22 to have this table in my home.  In my mind, you (JMX) are being unreasonable.  The terms and conditions were that I was buying amishmade furniture which was sturdy, and good quality. 

The terms and conditions were broken on the companys part when they delivered the table unfinished.  JMX as stated from other customers have very poor customer service so it does not surprise me that they would make false statements of being a victim of threats and abuse. 

The business is doing what it can within its stated policy to make the situation right. This isn't a mass-manufactured piece that is easy to replace or eat the cost of a refund! Furthermore, the argument "it'll look redone" doesn't hold any water when the place that needs repair is on the underside, out of view. The terms and conditions are pretty clear, repair or replacement. At the very least,the customer should allow them to attempt the repair before demanding anything above and beyond. I hope the company stands firm.

Once again, we point to our solid track record of serving thousands of customers who have been thrilled with our products and service.  This is evidence by our A+ Rating with the BBB and our stellar reputation elsewhere on the Internet.

In this specific case, the customer has completely refused any effort on our part to offer remedy.  She has, in our mind, been unreasonable.  Instead she has resorted to threats, falsifications, and attempts to obtain private information of our owners via misrepresentation / impersonation on social media.  When we have called her to work out a solution, she simply hangs up the telephone and refuses to speak to us.  We are not attempting to be defensive or unprofessional in any way, but simply stating that we have made reasonable efforts to resolve this situation and continue to offer a solution based on our policy.

Our solutions to address minor defects are proven and reliable.  In unfortunate situations in which a defect occurs, as they sometimes but rarely do, we draw upon the expertise of skilled craftsmen in the Pennsylvania area or a licensed professional through an organization such as Furniture Medic.  This results in a competent solution for the defect, not simply hiding it or covering it up.

Please note from the customer's pictures that the table is in fact, finished, albeit a bit dusty.  (Her claim that it is unfinished does not seem to hold true from her own evidence.)  Not only is the table finished, but the pictures are of the underside of the table - demonstrating the quality of attention that we give, even to otherwise hidden parts.

Once again, we apologize for the mistake that was made and the inconvenience it has caused.  We do not claim to have served this customer perfectly.  A defect was clearly made, and for that, we are sorry.  We would like an opportunity to fix this problem according to our terms and conditions, in a way that is both reasonable and professional.

JMX remedy to fix the fact that the sent a table which was unfinished (unable to attach legs to table, and excess wood sticking out which should of been sanded down, holes drilled where woodworker miss measured) was to have a deliveryman come to my home and fix my table.  JMX states that they have terms and conditions to back up the fact that they deliver poor quality furniture and customers will have a hard time getting a refund for their purchase.  I thought I was paying for good quality amish made furniture...  not poor quality furniture which needs fixed by the delivery service.  Please view the images I sent to this article and see how the there are no holes in the corners of this table to attach the legs, The screws have excess wood sticking out, so even if I was able to attach the legs the table would not be sturdy because there would be a gap.  There are also holes in the legs where the woodworker miss measured.  I do not wish to have JMX remedy to have their "reliable trusted woodworker" fix my table because it would look redone and they showed me that I cannot rely on them.  I will love to have a full refund.

JMX International is the parent company of DutchCrafters, the home of heirloom quality, solid wood, Amish handcrafted furniture that is made in America.  We stand behind the quality of our workmanship with all of our furniture, as we did with this Stowleaf French Country Dining Room table, which the customer purchased in solid oak wood.

This customer was originally upset because the time frame for product and delivery of the table that she ordered took longer than originally estimated.  She had first contacted us about the table on April 13, 2010, but did not order until August 26, 2010 as her complaint indicates.  The normal lead time on this table is 12-14 weeks, with another 1-2 weeks in delivery time.  From August 26, that would put the delivery around the middle of November 2010.  We made the customer aware of the lead times before her purchase by email and telephone, and also told her that while we do our best to beat the lead times, in some cases they do run longer.  This is one reason why we dont require payment in full until the product actually ships because we believe that our customers shouldnt have to pay in entirety up front and then wait for weeks before they enjoy the furniture.

Unfortunately, in this customers case, the table took longer than expected.  She understandably was not happy with this, as she indicates in her complaint.  Based on the subsequent communication, it seems that the long wait time became the primary cause for her dissatisfaction, even before the table was delivered.

The situation was made worse when the customer discovered that a few of the holes to affix the legs to the table were drilled incorrectly.  While it is technically a minor issue and has nothing to do with the appearance of the finished product, it is understandable that the customer was upset about it.  We clearly made a mistake, and one that should have been avoided.  We regret our mistake and apologize, as we have previously, to the customer.

As our website clearly states in several places, including the terms and conditions to which the customer agreed, if a defect in our furniture is discovered within the first year, we will repair or replace it at no cost to the customer.

This information is posted throughout our site, including here: Amish Furniture Built to Last

The same day that the customer reported the problem to us (the day the table was delivered, 12/22/10), we made arrangements for a trusted and skilled (not random) furniture repairman to travel to her home to repair it, even though it was difficult to arrange a quick repair just two days before Christmas.  The customer at first agreed to the repair since the defect was limited to the corner block on the bottom of the table, but when the repairman called her to confirm the appointment on 12/23/10, she refused the repair.  Instead, she told us that she wasn't going to pay for the table and intended to report us to the Better Business Bureau.

We explained to her that the repair is an easy one and that it involves the underside of her table and would not be noticeable or detract from the integrity of the table in any way.  We have since made several offers to repair the table in this way, but the customer insists on a full refund which is clearly not provided for within the terms of the agreement.  The table was custom-built for her and the minor issue can easily be resolved.  Our offer for a full repair remains open for now.

At JMX, we have served thousands of customers with the highest quality furniture and service.  We do our very best to avoid mistakes, but occasionally, they do happen.  When they do occur, we take them seriously and act to remedy them, as is evidenced by our A+ Rating with the BBB and the hundreds of customer testimonials on our website, along with the extreme rarity of a customer complain anywhere on the Internet.