[redacted] The customer has charged back their purchase with their credit card company. The order has been cancelled and we have no plans to challenge the charge back.
Sales Order # [redacted] The customer was provided with a couple of leads to arrange for disposal of their old furniture. Although it is not our responsibility to arrange for removal of the old furniture the local showroom is working with the customer to coordinate the delivery day with the removal...
date by the outside company. The new furniture can be delivered as soon as the customer selects a date with the local showroom.
Sales Order # [redacted]The customer was not home for delivery on 9/**/15. Thedrivers tried the door bell, no response. A delivery operations supervisor wasunsuccessful in trying to reach the customer by phone. A voicemail message wasleft. We have agreed to waive the normal cancellation and restocking...
charges tocancel this order and will issue a refund to the customer’s [redacted] account.It normally takes approximately 7-10 days to appear on the customer account.
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID [redacted], and the matter has been resolved. However, I want to note that Jennifer Convertibles did not respond to the issue of the defective sofa until 4 weeks after the original complaint. We will not receive a replacement sofa for 8-10 weeks after Jennifer Convertibles was notified. While this is not satisfactory, we will cannot get back the time it has taken for Jennifer Convertibles to respond and will continue to wait for our replacement.
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 satisfactory to me and the matter has been resolved.
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 Again, I ordered my furniture it February. It's now June [redacted]. The merchant has been in this process of exchanging my furniture for over 2 months since original delivery in April. They also agreed to refund me $300.00, haven't heard from anyone since June [redacted]. This is absolutely RIDICULOUS!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] We have authorized a credit for an exchange / reselection for this customer as the model currently in the customer’s home is no longer available. The customer was contacted by the local showroom to come in and make a reselection of furniture of equal or greater value. The...
customer is asking that the credit issued exceed the original purchase price. We are unable to accommodate this request. We had previously authorized a reselection in February 2016. After 30 days the authorization issued automatically expires. This will happen again to the customer in 30 days.
On the initial call from the customer the service technician reported one seat cushion was sagging, which we ordered. When it arrived the customer said the other 2 cushions were sagging as well. We sent the technician back out to her home and reported the incorrect cushion was sent and that she...
needed the others as well. We ordered all cushions for her on 8/**/17. This should rectify the issue she is having. If not we will exchange it. Under the one year warranty we will service the furniture as the first option.
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 "repair man" that was sent, laughed when he saw the couches. His Reply was that since the furniture is made in China it's considered "throw away" furniture. He evaluated the problem and recognized the issues. The problems were not from storage and handling during moves, but from the operation of the reclining mechanism. The metal is used on the mech is thin and easily bendable because they are "cheaply made". Upon further speaking to the "repair man" he blatantly said to me if he receives a request to repair the problem he would "deny the claim and have them call someone else, 'cause it's a pain in the as to replace." As of this moment I am pursuing the issue with Guardsman, and had to re issue all of the paperwork. As a customer and former retail employee, Jennifer has treated this issue extremely unprofessionally. No phones calls have been returned, and the promise of "we'll get back to you" is just thrown around like the empty words they are.I WILL NEVER DO BUSINESS WITH THEM AGAIN!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted] The customer’s furniture was delivered in December 2015 and is out of warranty. We offered to send a tech, as a courtesy, to provide service. The customer refused our offer.
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] / [redacted] I apologize for the delay in the handling of the replacement / exchange of your furniture. The order has been placed with the factory and the local showroom will be calling you in approximately 7-10 days to schedule a date for the delivery / exchange of the...
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:
It may be normal for them to have a 3" pitch-but I assure you-it is super uncomfortable and nobody ever mentioned to me that this bed was not flat while I was buying it. It is a horrible bed. If this is normal and can't be fixed-didn't they know that? Why send a service person if they are well aware it can't be altered? Anyway- I called after the service person came. The very people who sold me the bed said they were not able to take a return and I had to email customer service. I did that and their message said they would get back to me within 48 hours which did not happen. I emailed again and still have received no response. If you actually lie down on this bed, you will laugh out loud at how absurdly uncomfortable it is. The person using it is now sleeping on the mattress on the floor. If anyone had mentioned that this was the way their beds came, I never in a million years would have bought it. It is their responsibility to say something This is not at all normal!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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]
Jennifer Convertibles has stated that components have been sent to my home. The only components received is a bag of stuffing which is still here. The issue with the couches (love seat and sofa) are the springs and/or frame. The structure will not be fixed with stuffing. I am now refusing service because multiple technicians have been sent out on multiple occasions to fix the issues which still 'til this date hasn't been corrected. I have been going back and forth with Jennifer Convertibles trying to get the issues to the couches fixed since June 2016 and I have gotten to the point where I am now refusing repair. All I want as a resolution is a refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted] I am sorry but seams opening up after 14 years of use are not covered by the Upholstery Shield plan. The service technician did touch up the accidental scrapes on the arm of the sofa. A supervisor attempted to call the customer yesterday to explain this. She was unable to...
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:Below and attached is my latest correspondence with the Manager at Jennifer Convertibles.
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
Dear Mr. F[redacted]: I gave the conversation that we had last week some serious thought and have come to the conclusion that I would like Jennifer Convertibles to remove the sectional from my home and credit my [redacted] account for the following reasons: Jennifer Convertibles has already attempted to replace the sectional and the replacement was no better than the first one.I have already provided you pictures of the sectional that had been delivered and the second sectional which was refused. I have also looked at the same sectional(Como) on the Jennifer Convertibles website.In summary, the sectional in my playroom does not compare favorably with these pictures.Even your other Jennifer Convertibles representatives(one being Sean who ordered the second Sectional)agreed with me about the quality of this sectional and that was why he attempted to replace it with one of better quality.My original order was for the big dual power reclining loveseat, which is what I was charged for and paid .I only received the regular size loveseat with one power recliner. I was never told of the change In the order until it was in my playroom. When I notified the showroom of this problem and mentioned that I paid for the more expensive loveseat with dualpower recliners I was advised that a credit would be applied to my [redacted] account after the second sectional was received and met my approval. I didn’t quite understand why I wasn’t issued a credit when the problem was discovered. I was advised that if the second sectional wasn’t of the quality that was promised I would receive a full credit against my credit card, and it would be easier for Jennifer Convertibles to proceed this way. I have given Jennifer Convertibles two chances to rectify this problem. During our conversation last week you refused to acknowledge that there is a problem with this sectional. You stated the furniture” actually looks good”. Any person looking at the photos or the actual sectional (which you refuse to come to see because you don’t have the time) can see that the cushions do not line up, some cushions are sewn on backwards (were not installed properly), the fabric is rippled and the back pillows are extremely lumpy. Once again this sectional looks like 5 different people made it and no one put it together to see that the seams line up, nor did they put enough stuffing, nor distribute it evenly ,in the back pillows. This matter was not given the proper attention by a manager in the past, nor did anyone including yourself take the time to read my past correspondence, or look at the photos of the sectionals. Since you don’t seem to think there is a problem with this sectional I can’t believethat you or any other manager at Jennifer Convertibles will follow through on any promises made now. Because of all of the above I have a difficult time believing that Jennifer Convertibles can provide me with what I ordered and the quality that was promised to me. Therefore I simply want this sectional removed from my home a credit in the amount of $5,792.15 and a credit in the amount of $216.05 (for the disassembly and the reassembly of the corner piece) issued to my [redacted] account. My newly painted playroom wall was also damaged when the sectional was delivered and it has to be repainted. I’m planning on Jennifer Convertibles to reimburse me for this once the sectional is removed and my painter gives me a price. This sectional has never been used and has covers on it to keep it clean. Since you stated that the sectional “actually looks good”, I am sure Jennifer Convertibles won’t have a problem selling this unit in one of their stores. Sincerely, [redacted]
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 satisfactory to me and the matter has been resolved. My husband, [redacted], will get in touch with the business to set up the repair.
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:
I received a message from the Jennifer Convertible store in [redacted] office, where I was told that a floor model sectional was there for pick up at the cost of $600. I reject this because it is double what I was originally priced and when I went in that day the brand new sectional was on sale for $699. As of today the store has not move despite the sign stating it was an "everything must go moving sale". At this point I feel I have been scammed. I threw away my own furniture to obtain their furniture and was not charged on purpose to force me to buy their furniture full price after thinking I received a great deal. I have video, audio, receipts and pictures and as far as I'm concerned considering what I have lost financially and the stress and I aggravation I have had because of this scam as I am no longer considering it a mistake is flat out disrespectful.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] The customer has charged back their purchase with their credit card company. The order has been cancelled and we have no plans to challenge the charge back.
Sales Order # [redacted] The customer was provided with a couple of leads to arrange for disposal of their old furniture. Although it is not our responsibility to arrange for removal of the old furniture the local showroom is working with the customer to coordinate the delivery day with the removal...
date by the outside company. The new furniture can be delivered as soon as the customer selects a date with the local showroom.
Sales Order # [redacted]The customer was not home for delivery on 9/**/15. Thedrivers tried the door bell, no response. A delivery operations supervisor wasunsuccessful in trying to reach the customer by phone. A voicemail message wasleft. We have agreed to waive the normal cancellation and restocking...
charges tocancel this order and will issue a refund to the customer’s [redacted] account.It normally takes approximately 7-10 days to appear on the customer account.
Sales Order # [redacted] The furniture is scheduled for a disassembly delivery on 3/**/16.
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID [redacted], and the matter has been resolved. However, I want to note that Jennifer Convertibles did not respond to the issue of the defective sofa until 4 weeks after the original complaint. We will not receive a replacement sofa for 8-10 weeks after Jennifer Convertibles was notified. While this is not satisfactory, we will cannot get back the time it has taken for Jennifer Convertibles to respond and will continue to wait for our replacement.
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 satisfactory to me and the matter has been resolved.
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 Again, I ordered my furniture it February. It's now June [redacted]. The merchant has been in this process of exchanging my furniture for over 2 months since original delivery in April. They also agreed to refund me $300.00, haven't heard from anyone since June [redacted]. This is absolutely RIDICULOUS!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] We have authorized a credit for an exchange / reselection for this customer as the model currently in the customer’s home is no longer available. The customer was contacted by the local showroom to come in and make a reselection of furniture of equal or greater value. The...
customer is asking that the credit issued exceed the original purchase price. We are unable to accommodate this request. We had previously authorized a reselection in February 2016. After 30 days the authorization issued automatically expires. This will happen again to the customer in 30 days.
Sales Order # [redacted] The customer postponed the delivery / exchange we had promised until 7/**/16.
On the initial call from the customer the service technician reported one seat cushion was sagging, which we ordered. When it arrived the customer said the other 2 cushions were sagging as well. We sent the technician back out to her home and reported the incorrect cushion was sent and that she...
needed the others as well. We ordered all cushions for her on 8/**/17. This should rectify the issue she is having. If not we will exchange it. Under the one year warranty we will service the furniture as the first option.
Revdex.com:
s to replace." As of this moment I am pursuing the issue with Guardsman, and had to re issue all of the paperwork. As a customer and former retail employee, Jennifer has treated this issue extremely unprofessionally. No phones calls have been returned, and the promise of "we'll get back to you" is just thrown around like the empty words they are.I WILL NEVER DO BUSINESS WITH THEM AGAIN!!
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 "repair man" that was sent, laughed when he saw the couches. His Reply was that since the furniture is made in China it's considered "throw away" furniture. He evaluated the problem and recognized the issues. The problems were not from storage and handling during moves, but from the operation of the reclining mechanism. The metal is used on the mech is thin and easily bendable because they are "cheaply made". Upon further speaking to the "repair man" he blatantly said to me if he receives a request to repair the problem he would "deny the claim and have them call someone else, 'cause it's a pain in the a
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted] The customer’s furniture was delivered in December 2015 and is out of warranty. We offered to send a tech, as a courtesy, to provide service. The customer refused our offer.
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] / [redacted] I apologize for the delay in the handling of the replacement / exchange of your furniture. The order has been placed with the factory and the local showroom will be calling you in approximately 7-10 days to schedule a date for the delivery / exchange of the...
replacement.
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:
It may be normal for them to have a 3" pitch-but I assure you-it is super uncomfortable and nobody ever mentioned to me that this bed was not flat while I was buying it. It is a horrible bed. If this is normal and can't be fixed-didn't they know that? Why send a service person if they are well aware it can't be altered? Anyway- I called after the service person came. The very people who sold me the bed said they were not able to take a return and I had to email customer service. I did that and their message said they would get back to me within 48 hours which did not happen. I emailed again and still have received no response. If you actually lie down on this bed, you will laugh out loud at how absurdly uncomfortable it is. The person using it is now sleeping on the mattress on the floor. If anyone had mentioned that this was the way their beds came, I never in a million years would have bought it. It is their responsibility to say something This is not at all normal!
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:
[Your Answer Here]
Jennifer Convertibles has stated that components have been sent to my home. The only components received is a bag of stuffing which is still here. The issue with the couches (love seat and sofa) are the springs and/or frame. The structure will not be fixed with stuffing. I am now refusing service because multiple technicians have been sent out on multiple occasions to fix the issues which still 'til this date hasn't been corrected. I have been going back and forth with Jennifer Convertibles trying to get the issues to the couches fixed since June 2016 and I have gotten to the point where I am now refusing repair. All I want as a resolution is a refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted] I am sorry but seams opening up after 14 years of use are not covered by the Upholstery Shield plan. The service technician did touch up the accidental scrapes on the arm of the sofa. A supervisor attempted to call the customer yesterday to explain this. She was unable to...
leave a voicemail.
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:Below and attached is my latest correspondence with the Manager at Jennifer Convertibles.
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
Dear Mr. F[redacted]: I gave the conversation that we had last week some serious thought and have come to the conclusion that I would like Jennifer Convertibles to remove the sectional from my home and credit my [redacted] account for the following reasons: Jennifer Convertibles has already attempted to replace the sectional and the replacement was no better than the first one.I have already provided you pictures of the sectional that had been delivered and the second sectional which was refused. I have also looked at the same sectional(Como) on the Jennifer Convertibles website.In summary, the sectional in my playroom does not compare favorably with these pictures.Even your other Jennifer Convertibles representatives(one being Sean who ordered the second Sectional)agreed with me about the quality of this sectional and that was why he attempted to replace it with one of better quality.My original order was for the big dual power reclining loveseat, which is what I was charged for and paid .I only received the regular size loveseat with one power recliner. I was never told of the change In the order until it was in my playroom. When I notified the showroom of this problem and mentioned that I paid for the more expensive loveseat with dualpower recliners I was advised that a credit would be applied to my [redacted] account after the second sectional was received and met my approval. I didn’t quite understand why I wasn’t issued a credit when the problem was discovered. I was advised that if the second sectional wasn’t of the quality that was promised I would receive a full credit against my credit card, and it would be easier for Jennifer Convertibles to proceed this way. I have given Jennifer Convertibles two chances to rectify this problem. During our conversation last week you refused to acknowledge that there is a problem with this sectional. You stated the furniture” actually looks good”. Any person looking at the photos or the actual sectional (which you refuse to come to see because you don’t have the time) can see that the cushions do not line up, some cushions are sewn on backwards (were not installed properly), the fabric is rippled and the back pillows are extremely lumpy. Once again this sectional looks like 5 different people made it and no one put it together to see that the seams line up, nor did they put enough stuffing, nor distribute it evenly ,in the back pillows. This matter was not given the proper attention by a manager in the past, nor did anyone including yourself take the time to read my past correspondence, or look at the photos of the sectionals. Since you don’t seem to think there is a problem with this sectional I can’t believethat you or any other manager at Jennifer Convertibles will follow through on any promises made now. Because of all of the above I have a difficult time believing that Jennifer Convertibles can provide me with what I ordered and the quality that was promised to me. Therefore I simply want this sectional removed from my home a credit in the amount of $5,792.15 and a credit in the amount of $216.05 (for the disassembly and the reassembly of the corner piece) issued to my [redacted] account. My newly painted playroom wall was also damaged when the sectional was delivered and it has to be repainted. I’m planning on Jennifer Convertibles to reimburse me for this once the sectional is removed and my painter gives me a price. This sectional has never been used and has covers on it to keep it clean. Since you stated that the sectional “actually looks good”, I am sure Jennifer Convertibles won’t have a problem selling this unit in one of their stores. Sincerely, [redacted]
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 satisfactory to me and the matter has been resolved. My husband, [redacted], will get in touch with the business to set up the repair.
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:
I received a message from the Jennifer Convertible store in [redacted] office, where I was told that a floor model sectional was there for pick up at the cost of $600. I reject this because it is double what I was originally priced and when I went in that day the brand new sectional was on sale for $699. As of today the store has not move despite the sign stating it was an "everything must go moving sale". At this point I feel I have been scammed. I threw away my own furniture to obtain their furniture and was not charged on purpose to force me to buy their furniture full price after thinking I received a great deal. I have video, audio, receipts and pictures and as far as I'm concerned considering what I have lost financially and the stress and I aggravation I have had because of this scam as I am no longer considering it a mistake is flat out disrespectful.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]