Michael’s Leather & Oak

We found a great chair we liked, it was in stock, we got a cash discoubt, and free delivery the very next day. It couldn’t have been easier! Very professional salesman and delivery crew!

Michael’s Leather & Oak is the «HQ» for M. Jacobs. I’ve had a very bad experience with the Bend store, posted an «Eek! Methinksnot» Unilocal review which has been ignored (as are most of this chain’s Unilocal reviews). Posted a FB review which was ignored until I messaged M. Jacobs via FB. I was told on 7÷21÷15: «I have forwarded your reviews both on Facebook and Unilocal to management at our main store. Thank you for sharing your experience and letting us know how you feel we can better our company.» It’s ⁷⁄₂₉ and I’ve heard from no one.
Additionally, I called Michael’s Leather & Oak knowing it was the HQ for M. Jacobs in Bend for help with my order. At no point in time after we place the order has any person from M Jacobs called to give an update on the status of our order. Not even when they found out there was a backorder & delay! Telephone calls were not returned. We were lied to several times by several people. I started working with Heather who seemed wonderful. I had told Heather that despite all that had happened, I believed in the M. Jacobs motto on their website: «We always have the best interests of our customers in mind, and that is reflected in our exceptional customer service…» and so I wanted to order 2 more pieces of furniture. Healther told me I could order directly from her and avoid the Bend store. Heather told me she’d send me the swatches in the mail — this was July 8^th at 6:55pm. I never received the swatches. I left 2 messages. They weren’t returned. I finally spoke with Heather on July 21^st and was told she’d 2-​day the swatches to me. It’s July 27^th and the swatches were never received.
I called the store today to speak with Heather and escalate the issue. Sherri answered the phone. Heather wasn’t available. I asked for Heather’s Manager and I was told that Heather didn’t have a Manager, that she didn’t report to anybody, «we all report to Heather», and there was nobody to escalate the issue to. I asked for the Store Manager, Gene. I ended up in Heather’s VM. I called back and told Sherri «You transferred me into Heather’s VM and I asked to speak to the Store Manager, Gene» Sherri told me that Gene transferred me into Heather’s VM. Got a call back from Tracy the Finance Manager. I asked her who the Store Managers reported to, she said it was Mike Schwartz. I asked to speak with him. I wasn’t given the opportunity to speak with him or leave a VM for him. Tracy told me she would look into the swatches and the Natuzzi purchase but that she would not read the Unilocal review because it was negative… that remark made me giggle a little on the inside. Hey it’s Monday, giggles on Monday are a good thing even if they are in frustration. Happy Monday!

We bought our leather sofas from M Jacobs/​Michael’s leather and oak, they promised that the set would last us until retirement, (we are in our 40’s) 1 ½ years into owning our set the chair broke and the sofa has been in twice to have the cushions replaced because they have broken down. The only person you can talk to is Crystal who takes her sweet time to follow up on what is going on with repairs. I asked for a refund but she said I have to go through the manufacturer for repair, it’s been 2 weeks with no contact from the manufacturer. I emailed her asking for a phone number that I can call myself, her answer was she didn’t have one. NEVER buy furniture from either location. I will only shop at Lazy Boy from now on.

Be sure to research their customer service! They sold me a defective sofa and after 2 attempts to fix it, then blamed me for using it: «abuse». I had barely used it and complained at 34 days. They knew it was bad, that’s why in 9 months they tried. Then when they couldn’t fix it they blamed me. Shame on them.

My friends just went there today looking for headboards. They asked one of the floor staff if they carried them. The guy said no, but after a quick scan, my friends saw they did have some. The guy said that «they were too expensive» for them.” This is disgusting customer service. My friends are never going back, and I am surely never going to shop for furniture there. Spread the word.