Sales Order # [redacted]In March of this year we offered and the customer accepted a
payment of $250.00 to keep the furniture on this sales order in “As-Is”
condition. (Copy Attached)
Sales Order # UJN [redacted]A service tech was out to the customer’s home and confirmedthe damage caused during delivery to the reclining sofa. Authorization toexchange the reclining is being processed. The local showroom will becontacting the customer shortly. The service tech also inspected and...
noted thatreclining chair was operating properly and was up to factory specs. As acourtesy, we have requested a different tech company provide a 2nd opinioninspection and to service any defects found in the chair operation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
...
I am still waiting on Jennifer Furniture to schedule Pickup for product being Returned
Sales Order # [redacted]Although the customer’s furniture was over 2 years old, outof warranty, and had been moved in and out of storage since delivery in 2013, wesent out a service tech to possibly adjust the recliner mechs that were notworking properly. Unfortunately, due to improper handling during...
the moves inand out of storage two of the recliner mechs were bent and could not be adjusted.We have since offered the customer parts and service at dealer cost. To datethe customer has refused our offer.
Sales Order # [redacted]Merchandise was ordered for customer on 3/**/16. The time quote provided at the time of purchase was 2-4 weeks. The furniture became available for delivery the week of 4/*/16. The web department attempted to reach out to the customer and schedule a date for delivery with the...
customer but she was unwilling to even talk to them.
Sales Order # [redacted] Unfortunately the furniture is out of warranty for cracking or peeling of the leather. As a one time courtesy, at our own expense, we replaced 3 seat casings on the sofa bed for this customer in 2012. This was done sight unseen, without benefit of an inspection. At this point, 8 ½ years after the purchase the best we can offer is the 20% off certificate.
response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The sofa was repaired twice under the warranty, the 3rd call was placed prior to the end of the year warranty.The first repair was done in a matter of a couple of months after delivery, then again about 3 months later. The last call was made in October of 2016, it is now the end of December. How can a sofa have the same problem , repaired 2 previously and the 3rd time within the year they say it is due to normal wear?They were to send another "Independent" furniture tech to come and look at the sofa and love seat which never happened and now we get a call from the very same company that came twice to repair the sofa previously and are the ones who say the current issue (Which is the same exact as the two previous repairs) is from normal wear. Jennifer Furniture are the ones who are delaying the resolution of this issue. They have not honored their warranty and now want a full replacement
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The reason I am rejecting is because the issues have not been taken care of as yet. They have called me from the store and the headquarters. The store Manager is attempting to charge a fee and the headquarters is stating they are giving me the mattress. I am hoping that the headquarters response is the correct one since I talked with them last!!!! My appointment is on 11/**/15 and I would like to make sure they abide by their word. The other matter is the repair of the furniture. How do you repair something that is brand new and never been used? I addressed this concern with them and they assured me that this would not be a repair, and this was a minor cosmetic fix be cause the back of the reclining chairs has a draping that is not properly affixed to the Velcro at the bottom of the chair. When everything is done than I can accept at that time that the complaint has been resolved. So at this time I am respectfully requesting some additional time before the complaint is closed until all issues have been resolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The furniture was not found to be within spec and free of manufacturer defects, as noted in my priorcorrespondence of which I am restating below, along with additional photos. I would greatly appreciate if an executive manager from Jennifer Convertibles would take the time to review these issues listed below and take action. 1. The sectional delivered was not free of defects. Jennifer Convertibles sent their own Independent inspector, hired by Jennifer Convertibles to my home. They found the sectional to be faulty as noted in their report. Obviously, Jennifer Convertibles agreedthat this sectional was poorly made, otherwise why would they have ordered me another one. The second one that they attempted to deliver was made just as poorly as the first one.2. In addition I still do not have what I ordered and paid for. Jennifer Convertibles told methe large loveseat with dual power recliners was not available and they had to replace itwith a smaller loveseat with only one power recliner, without telling me. They have not attempted to refund my payment for the difference.3. Jennifer Convertibles suggested that I revisit the showroom to compare what is in my home to the display in the showroom. This sectional was never on display in the showroom that I purchased from. If Jennifer Convertibles was concerned about their customers, they would take the initiative to send one of their executive officers, who is in charge of quality control to look at this sectional. They would also see the damage that was done to my newly painted wall during delivery.4. I have enclosed pictures of the sectional to show how poorly it is made. 5. I DO NOT have buyer’s remorse!!! I have no problem paying for quality merchandise and this sectional is of poor quality.When this sectional first arrived in poor condition, and after the inspection, Jennifer Convertibles agreed that it would be replaced. They also told me that if the replacement was not satisfactory they would remove the sectional and refund my money. They are not doing what they promised. This sectional hasn’t been used and is covered in a playroom. Once again I am requesting that Jennifer Convertibles remove this faulty merchandise and refund mypayments.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not done . I have tried to call them back as well. I work ina. Call center I'm on the phone at work mostly for part of the day. I have returned a call and was told they would call me back when they are in my area . To come fore the repair . If there is a ext that I can reach someone on it would be helpful. Also I'm willing to let them come out again and see if it can be repaired after I was told it couldn't be .
Sincerely,
[redacted]
Sales Order # [redacted]The service tech was out to the customer’s home and found anormal positive pitch of the headrest of 3 inches. There is no way to remove oradjust the headrest to eliminate that positive pitch. I will have a supervisorfrom our call center contact this customer next week in regards to this issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Sales Order # [redacted] The customer’s furniture is out of warranty for manufacturer defects. A call center supervisor is attempting to contact the customer to see what if anything we can offer the customer. Previously, as a courtesy, we did send a certificate for 20% off a replacement purchase.
Sales Order # [redacted] / [redacted] As agreed the furniture was picked up on 7/*/17. The agreed to refund is being processed to the customer’s credit card account. Refund processing normally takes approximately 10-14 business days.
Sales Order # [redacted] The furniture was successfully delivered to the customer on 5/**/17. A courtesy discount of $100.00 was processed to the customer’s [redacted] account on 5/**/17. The banks usually take about 4 business days to apply the credit to their individual customer accounts. We apologize...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved...
because:
The salesman contacted me and applied the credit for the couch but said he was still working on returning the protection plan. I still want to return this anday not have protection, the cost was $250. This company has failed through this entire buying process and I do not belive they will honor this protection. The sales rep said he would be in contract with me again but it has been 2 days and as expected I have not heard back.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We are issuing the customer a pick up and refund on the chair. The chair will be picked up on Thursday 8/**/17. I spoke to [redacted] she is happy with this resolution.
Sales Order [redacted] Pricing on the website can vary hourly depending on many different outside influences. Sales personnel in the showroom may or not be aware of changes made during the course of any particular time period. Refunds promised to the customer for price differential...
are being processed. The credit to the 2 different accounts will take approximately 7 days to appear on the account. We apologize for any delay or inconvenience caused this customer. Replacements for the 3 damaged items have been ordered and the customer will be contacted by the local showroom when they become available for scheduling.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The response from Jennifer Convertibles is the same one I have been getting in all my phone calls. The reason I refused to accept their 20% offer on my next purchase is because they continue to ignore my complaint. I fully understand what their guarantee and warranty state on the back of my receipt. What they continue to ignore is two fold:1) It states on the receipt that the product they sold me is "all leather.” IT IS NOT LEATHER. I found out the hard way. When the material was “disintegrating,” they replaced two cushions. “Disintegrating" is a description, not just made by me, the customer, but by their own salesperson and their own service man who replaced the first two cushions, with the promise to continue replacing them for my life time. Now that the entire five piece set is disintegrating under normal use, they are refusing to honor their “leather products” saying they only guarantee leather for one year. But it is NOT LEATHER, and this is false advertising, false presentation, and I could take them to court easily for the entire cost of the five piece set. I am asking for 40% off on the next purchase, which will definitely NOT be what they call leather.2) Their guarantee covers their material for one year against “normal wear and tear, which may include wrinkling, pilling, fading, shrinking or stretching… Lines, rubs, and creases are natural to the fabric and add to its casual elegance…” Both their service man and their sales people have inspected the material closely and very quickly stated this is not normal wear or tear; this is “disintegrating.” And both have advised me to take this up with the customer complaint people. Thus far, all the customer complaint people do is to recite what their guarantee states on the back of the receipt, WITHOUT EVEN LOOKING AT THE MATERIAL OR PAYING ANY ATTENTION TO WHAT THEIR OWN SERVICE AND SALE PEOPLE ARE SAYING. Here is a picture, one among many that I have sent to Jennifer Convertibles complaint services, that they refuse to acknowledge! Original look was a dark shiny polished leather look. Here’s what it has disintegrated into:[redacted]1) THIS IS NOT LEATHER. FALSE ADVERTISING! FALSE PRESENTATION! THEY ARE LYING!2) THIS IS NOT NORMAL WEAR! "THIS IS DISINTEGRATING!"My next step? Sue for a refund of the entire cost of the five piece set!Or settle for 40% off the price of a NON “LEATHER” set at their store.
[redacted]
Sales Order # [redacted]In March of this year we offered and the customer accepted a
payment of $250.00 to keep the furniture on this sales order in “As-Is”
condition. (Copy Attached)
Sales Order # [redacted]We have contacted the customer and brought this issue to closure.
Sales Order # UJN [redacted]A service tech was out to the customer’s home and confirmedthe damage caused during delivery to the reclining sofa. Authorization toexchange the reclining is being processed. The local showroom will becontacting the customer shortly. The service tech also inspected and...
noted thatreclining chair was operating properly and was up to factory specs. As acourtesy, we have requested a different tech company provide a 2nd opinioninspection and to service any defects found in the chair operation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
...
I am still waiting on Jennifer Furniture to schedule Pickup for product being Returned
[redacted]
Sales Order # [redacted]Although the customer’s furniture was over 2 years old, outof warranty, and had been moved in and out of storage since delivery in 2013, wesent out a service tech to possibly adjust the recliner mechs that were notworking properly. Unfortunately, due to improper handling during...
the moves inand out of storage two of the recliner mechs were bent and could not be adjusted.We have since offered the customer parts and service at dealer cost. To datethe customer has refused our offer.
Sales Order # [redacted]Merchandise was ordered for customer on 3/**/16. The time quote provided at the time of purchase was 2-4 weeks. The furniture became available for delivery the week of 4/*/16. The web department attempted to reach out to the customer and schedule a date for delivery with the...
customer but she was unwilling to even talk to them.
Sales Order # [redacted] Unfortunately the furniture is out of warranty for cracking or peeling of the leather. As a one time courtesy, at our own expense, we replaced 3 seat casings on the sofa bed for this customer in 2012. This was done sight unseen, without benefit of an inspection. At this point, 8 ½ years after the purchase the best we can offer is the 20% off certificate.
Revdex.com:
I have reviewed the...
response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The sofa was repaired twice under the warranty, the 3rd call was placed prior to the end of the year warranty.The first repair was done in a matter of a couple of months after delivery, then again about 3 months later. The last call was made in October of 2016, it is now the end of December. How can a sofa have the same problem , repaired 2 previously and the 3rd time within the year they say it is due to normal wear?They were to send another "Independent" furniture tech to come and look at the sofa and love seat which never happened and now we get a call from the very same company that came twice to repair the sofa previously and are the ones who say the current issue (Which is the same exact as the two previous repairs) is from normal wear. Jennifer Furniture are the ones who are delaying the resolution of this issue. They have not honored their warranty and now want a full replacement
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the...
response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The reason I am rejecting is because the issues have not been taken care of as yet. They have called me from the store and the headquarters. The store Manager is attempting to charge a fee and the headquarters is stating they are giving me the mattress. I am hoping that the headquarters response is the correct one since I talked with them last!!!! My appointment is on 11/**/15 and I would like to make sure they abide by their word. The other matter is the repair of the furniture. How do you repair something that is brand new and never been used? I addressed this concern with them and they assured me that this would not be a repair, and this was a minor cosmetic fix be cause the back of the reclining chairs has a draping that is not properly affixed to the Velcro at the bottom of the chair. When everything is done than I can accept at that time that the complaint has been resolved. So at this time I am respectfully requesting some additional time before the complaint is closed until all issues have been resolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The furniture was not found to be within spec and free of manufacturer defects, as noted in my priorcorrespondence of which I am restating below, along with additional photos. I would greatly appreciate if an executive manager from Jennifer Convertibles would take the time to review these issues listed below and take action. 1. The sectional delivered was not free of defects. Jennifer Convertibles sent their own Independent inspector, hired by Jennifer Convertibles to my home. They found the sectional to be faulty as noted in their report. Obviously, Jennifer Convertibles agreedthat this sectional was poorly made, otherwise why would they have ordered me another one. The second one that they attempted to deliver was made just as poorly as the first one.2. In addition I still do not have what I ordered and paid for. Jennifer Convertibles told methe large loveseat with dual power recliners was not available and they had to replace itwith a smaller loveseat with only one power recliner, without telling me. They have not attempted to refund my payment for the difference.3. Jennifer Convertibles suggested that I revisit the showroom to compare what is in my home to the display in the showroom. This sectional was never on display in the showroom that I purchased from. If Jennifer Convertibles was concerned about their customers, they would take the initiative to send one of their executive officers, who is in charge of quality control to look at this sectional. They would also see the damage that was done to my newly painted wall during delivery.4. I have enclosed pictures of the sectional to show how poorly it is made. 5. I DO NOT have buyer’s remorse!!! I have no problem paying for quality merchandise and this sectional is of poor quality.When this sectional first arrived in poor condition, and after the inspection, Jennifer Convertibles agreed that it would be replaced. They also told me that if the replacement was not satisfactory they would remove the sectional and refund my money. They are not doing what they promised. This sectional hasn’t been used and is covered in a playroom. Once again I am requesting that Jennifer Convertibles remove this faulty merchandise and refund mypayments.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not done . I have tried to call them back as well. I work ina. Call center I'm on the phone at work mostly for part of the day. I have returned a call and was told they would call me back when they are in my area . To come fore the repair . If there is a ext that I can reach someone on it would be helpful. Also I'm willing to let them come out again and see if it can be repaired after I was told it couldn't be .
Sincerely,
[redacted]
Sales Order # [redacted]The service tech was out to the customer’s home and found anormal positive pitch of the headrest of 3 inches. There is no way to remove oradjust the headrest to eliminate that positive pitch. I will have a supervisorfrom our call center contact this customer next week in regards to this issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Sales Order # [redacted] The customer’s furniture is out of warranty for manufacturer defects. A call center supervisor is attempting to contact the customer to see what if anything we can offer the customer. Previously, as a courtesy, we did send a certificate for 20% off a replacement purchase.
Sales Order # [redacted] / [redacted] As agreed the furniture was picked up on 7/*/17. The agreed to refund is being processed to the customer’s credit card account. Refund processing normally takes approximately 10-14 business days.
Sales Order # [redacted] The furniture was successfully delivered to the customer on 5/**/17. A courtesy discount of $100.00 was processed to the customer’s [redacted] account on 5/**/17. The banks usually take about 4 business days to apply the credit to their individual customer accounts. We apologize...
for the delay caused by the manufacturer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved...
because:
The salesman contacted me and applied the credit for the couch but said he was still working on returning the protection plan. I still want to return this anday not have protection, the cost was $250. This company has failed through this entire buying process and I do not belive they will honor this protection. The sales rep said he would be in contract with me again but it has been 2 days and as expected I have not heard back.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We are issuing the customer a pick up and refund on the chair. The chair will be picked up on Thursday 8/**/17. I spoke to [redacted] she is happy with this resolution.
Sales Order [redacted] Pricing on the website can vary hourly depending on many different outside influences. Sales personnel in the showroom may or not be aware of changes made during the course of any particular time period. Refunds promised to the customer for price differential...
are being processed. The credit to the 2 different accounts will take approximately 7 days to appear on the account. We apologize for any delay or inconvenience caused this customer. Replacements for the 3 damaged items have been ordered and the customer will be contacted by the local showroom when they become available for scheduling.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The response from Jennifer Convertibles is the same one I have been getting in all my phone calls. The reason I refused to accept their 20% offer on my next purchase is because they continue to ignore my complaint. I fully understand what their guarantee and warranty state on the back of my receipt. What they continue to ignore is two fold:1) It states on the receipt that the product they sold me is "all leather.” IT IS NOT LEATHER. I found out the hard way. When the material was “disintegrating,” they replaced two cushions. “Disintegrating" is a description, not just made by me, the customer, but by their own salesperson and their own service man who replaced the first two cushions, with the promise to continue replacing them for my life time. Now that the entire five piece set is disintegrating under normal use, they are refusing to honor their “leather products” saying they only guarantee leather for one year. But it is NOT LEATHER, and this is false advertising, false presentation, and I could take them to court easily for the entire cost of the five piece set. I am asking for 40% off on the next purchase, which will definitely NOT be what they call leather.2) Their guarantee covers their material for one year against “normal wear and tear, which may include wrinkling, pilling, fading, shrinking or stretching… Lines, rubs, and creases are natural to the fabric and add to its casual elegance…” Both their service man and their sales people have inspected the material closely and very quickly stated this is not normal wear or tear; this is “disintegrating.” And both have advised me to take this up with the customer complaint people. Thus far, all the customer complaint people do is to recite what their guarantee states on the back of the receipt, WITHOUT EVEN LOOKING AT THE MATERIAL OR PAYING ANY ATTENTION TO WHAT THEIR OWN SERVICE AND SALE PEOPLE ARE SAYING. Here is a picture, one among many that I have sent to Jennifer Convertibles complaint services, that they refuse to acknowledge! Original look was a dark shiny polished leather look. Here’s what it has disintegrated into:[redacted]1) THIS IS NOT LEATHER. FALSE ADVERTISING! FALSE PRESENTATION! THEY ARE LYING!2) THIS IS NOT NORMAL WEAR! "THIS IS DISINTEGRATING!"My next step? Sue for a refund of the entire cost of the five piece set!Or settle for 40% off the price of a NON “LEATHER” set at their store.
[redacted]