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 service company representative was the professional who stated to us originally "poor workmanship on this piece". We purchased a new couch that after a week of minimal usage teared. Once again the couch was purchased new and not "as is". Why would anyone accept something that they feel is inferior or not going to fulfill one's expected customer experience. I have to rely on a third party to repair something that was purchased in good faith and new. If this company cared about quality customer service they would have stepped up and took the piece back to satisfy a customer. This company apparently has a history of poor customer service and retailing inferior products. I have also filed a complaint with the Department of Consumer Affairs whereby I was enlightened to their history of poor service and product quality. Our next step is to contact an experienced blogger to ensure that the message gets communicated to a much larger audience. These people should be made to be held accountable.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] The furniture is due in the distribution center later this month. The customer has been contacted and has been scheduled for delivery on 8/**/16. We apologize for the delay and any inconvenience caused this customer.
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 main problem is that they promised to deliver the furniture but the delivery men failed to knock on the door. They called my phone and I returned the call but the deliver men failed to answer the phone call. The delivery men even kicked the lights outside our house indicating they were outside. Jennifer convertibles charged us $100 for their failure to deliver and knock at the door which I believe they should refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted]This information is entered by a delivery operationsrepresentative live while they are on the phone with the delivery team and thecustomer:The first question our Delivery operations representativesask the customer is, did you witness the delivery attempt and agree thefurniture...
will not fit. The customer was in agreement that the furniture wouldnot fit. The delivery operations representative will then explain tothe customer the various options:1- For an additional $199.99 fee plus tax the customer can have a separate delivery bya company that will disassemble the furniture and reassemble the furniture inthe room that the customer wants the furniture to reside.2- Reselect to different furniture model and receive credit for everything other than today’sdelivery charge of $99.99 plus tax.3- Cancel the order and pay the delivery charge of $99.99 and a restocking fee of 10% ofthe purchase.4- Redeliver the furniture to the customer’s front door step for no additional charge and itwould be up to the customer to bring the furniture into their home. We wouldrequire the customer to inspect the furniture on delivery for any damages andthan sign a waiver agreeing that they are taking responsibility for any damageto the furniture from that point.5- Redeliver the furniture and if it does not fit they would be responsible for both deliveryattempts for a total of 199.98 and than they can choose from options # 1-3. Ifthe customer demands that they force the furniture past the point where damageto the furniture or damage to the home will happen, we will ask the customer tosign a waiver taking responsibility to the home and the furniture. Once thewaiver is signed the customer must accept the disassembly and pay thedisassembly charges.We have made these offers repeatedly to the customer and theonly outcome she wants is a full refund. Furniture not fitting into the room acustomer wants the furniture in, is clearly indicated on our purchase ordersand the only options written are for the customer to pay the KD fee or cancelthe order with a 30% restocking fee plus the charge for the delivery attempt.We believe we have tried every way to work this out with thecustomer and she will only accept a full refund.
Sales Order # [redacted] We have attempted to reach the customer at the phone number provided at the time of purchase and also at the phone number included with the Revdex.com complaint. We could not reach the customer on either number. Please have the customer contact Shawn B[redacted], regional director...
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 called Jennifer's corporate office and the showroom one final time on ** July, 2017. I spoke to Sunny who said he would find out from the warehouse when the items would be shipped and he would call me back with a status update. True to their behavior, that call never happened. Before I called the showroom, I called the corporate office and the person I spoke to said a supervisor would call me back and that their warehouse is closed on Monday's. I never received that phone call. After no response from Jennifer's, I called Citibank on ** July, 2017 to dispute the charge as part of my consumer rights. The following day, Citibank reverse the charge and put the credit back on my card. Before returning the credit, Citibank said they would also contact the merchant's bank and the merchant because they would have to coordinate with the merchants bank. Coincidentally, after weeks of no one knowing what was going on, suddenly, when the credit is returned, between Jennifer's and Non Stop Delivery, they somehow figured out how to ship the items, but by this point it was too late. Non Stop put the blame on Jennifer's saying they did not contact them for the shipment and supposedly, Jennifer's was supposed to drop the items off with Non Stop Delivery. Attached are some of the communications I had through the process along with the response from Citibank confirming my dispute and the tracking history of the item in question. This company has a long history of this type of behavior just from looking at the reviews, especially, the Livingston Street showroom location.
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] Jennifer convertibles contacted me and I have a scheduled service date of 7/**. They said they will repair the the couch.
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:
[Because wehave said several time to them that we don't want the couch no more. Due to the way they handled things thus far, we do not want to do business with them anymore. They charged my credit card $651 but the couch is still not in my possession. They mentioned that information was entered by a delivery operations representative live while they are on the phone with the delivery team and the customer: "The first question our Delivery operations representatives ask the customer is, did you witness the delivery attempt and agree the furniture will not fit. The customer was in agreement that the furniture would not fit". This information and statement is incorrect. I told the Delivery rep. that I don't know how his delivery guy came up with his conclusion that the couch will not fit with even trying, but I will not argue with him not to deliver the couch. I told him that I will reach out to Jenifer Convertible on this matter. The Delivery operation representative told me that the call was beingrecorded. Please ask them to send you the recorded conversation on this issue. So finally heard back from Les (Director of regional sales) she was very insensitive and nasty to my wife and I. She did not trying to understand our side of story. She lacks customer service skills and customer facing skills. She keeps repeating that they will not refund our full money. We should take the couch and schedule delivery. We have said it more than 30 times that we don't need the couch anymore. We don't want to do business with them no more. The bottom line is: The delivery team left with the couch. Wethen contacted Jennifer Convertibles our experience with the sales team changed. They did not understand and wanted to deliver the couch 2 weeks from the date promised. They also stated that we were not charged for the couch because we haven't received it yet. I explained that is an untrue statement. We then asked to have the couch cancelled and speak to the District Manger. They said that they would email him our information and we never heard from him. We then took his number and his answering machine was not accepting messages and he was "On another call or away from his desk." It is now more than 8 weeks later and we still do not have our money back or the couch. Please we need justice. Thanks]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted] A service tech was out to the customer’s home on 12/**/16. Based on his report we ordered the customer a new seat casing. The factory shipped out the new casing using [redacted]. It was delivered on 1/**/17. I entered a service request today to have the new seat...
Business Bureau:
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 Answeri Here]i know that it is not covered by warranty. I am arguing that since the couch is composed of only 40% leather it should not have been labeled as bonded leather. In order to label an item as bonded leather it needs to be composed of a minimum of 50% leather. We were sold a "bonded leather" sofa set when in fact it was a "faux leather" set. Misrepresenting what an item is is fraud toward the consumer. I would not have bought this sofa set had I known it was not really bonded leather. I was misrepresented and I want my money refunded or a credit to use toward something else.
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 the only one Jennifer convertibles is willing to offer. This business did not follow through with what their sales representative claimed would be covered under the warranty and what it clearly states in writing it would cover.Only one part of what needed to be repaired was done so on 09/**/15 and the other cut that occurred at the same time and I reported to them they are refusing to fix.It would appear that this company has no intentions of being honest and following through with making this situation truly right and I have to accept this unfair outcome.
Sincerely,
[redacted]
Sales Order # [redacted] Responsibility for the size of the merchandise in regards to home delivery remains with the buyer.” Every home is unique. It is the customer that decides if the disassembly delivery is necessary. We provide the approximate dimensions of the furniture to the customer to assist...
them in making an educated decision. A discount of $99.99 was refunded to the customer’s [redacted] account on 5/**/16. Unfortunately no additional discounts can be offered.
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 spoke with JC who said they would not pick up the merchandise and credit my card nor would they replace the couch with the broken frame.They said they would send the repair guy out to add the additional wood piece to support the frame.I do not feel that a 4 month old couch should be bandaid up.They said they would have the repair guy contact me but I have not setup an appointment and feel that a replacement is in order as the sales person stated that would be the case if the frame is broken.If they cannot replace the couch I would like a full refund and the couch picked up from my home.Please let me know if you have any other questions.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted] / [redacted]The customer has been contacted and a date was selected forthe pick up and return of the defective recliner chair. A refund by check willbe issued within 14 days of the confirmed return of the merchandise.
Sales Order # [redacted]As previously indicted I have arranged for a service tech to
contact the customer to deliver a memory foam mattress and at the same time
address any service related issues with the furniture.
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 because:
[redacted]
[redacted]
[redacted] Yes they told me those options after I initiated calls and inquiriesThe fact of the matter is they misrepresented the origin of the furniture ordered. We were told all items ordered were made in north carolina. We specifically asked where it was manufactured. Jennifer convertibles gave us an untruth at the time we were weighing our options to place the order.It wasnt until later conversations with the company, that we were told it was made in China; then shipped to north carolina; then delivered to New jersey; then delivered to long island. The offer of money towards our bill was only offered after I emailed customer service and later spoke to director of customer service. The director only contacted me to tell me that the furniture was being delayed another month!The integrity and truth in sale is deplorable.
[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 service tech came and did not do anything. they were unable to resolve the problem. At this point, we have no choice but to ask to return the sofa for a full refund but they do not want to take it back.[redacted]
Sales Order # [redacted]A service was out to the customer’s home on 5/*/15 anddetermined that service could not be completed in a timely fashion. Anauthorization to exchange the defective sofa bed is being processed. The localshowroom will contact the customer to arrange for the exchange within the...
Sales Order # [redacted]The customer sent us photos of her 10 year old furniture.The photos indicated accumulated damage from use over time, cracking, andpeeling. Although these issues are not covered by the Upholstery Shield plan weoffered, as a courtesy to the Revdex.com, to refund the cost of the plan....
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 service company representative was the professional who stated to us originally "poor workmanship on this piece". We purchased a new couch that after a week of minimal usage teared. Once again the couch was purchased new and not "as is". Why would anyone accept something that they feel is inferior or not going to fulfill one's expected customer experience. I have to rely on a third party to repair something that was purchased in good faith and new. If this company cared about quality customer service they would have stepped up and took the piece back to satisfy a customer. This company apparently has a history of poor customer service and retailing inferior products. I have also filed a complaint with the Department of Consumer Affairs whereby I was enlightened to their history of poor service and product quality. Our next step is to contact an experienced blogger to ensure that the message gets communicated to a much larger audience. These people should be made to be held accountable.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] The furniture is due in the distribution center later this month. The customer has been contacted and has been scheduled for delivery on 8/**/16. We apologize for the delay and any inconvenience caused this customer.
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 main problem is that they promised to deliver the furniture but the delivery men failed to knock on the door. They called my phone and I returned the call but the deliver men failed to answer the phone call. The delivery men even kicked the lights outside our house indicating they were outside. Jennifer convertibles charged us $100 for their failure to deliver and knock at the door which I believe they should refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted]This information is entered by a delivery operationsrepresentative live while they are on the phone with the delivery team and thecustomer:The first question our Delivery operations representativesask the customer is, did you witness the delivery attempt and agree thefurniture...
will not fit. The customer was in agreement that the furniture wouldnot fit. The delivery operations representative will then explain tothe customer the various options:1- For an additional $199.99 fee plus tax the customer can have a separate delivery bya company that will disassemble the furniture and reassemble the furniture inthe room that the customer wants the furniture to reside.2- Reselect to different furniture model and receive credit for everything other than today’sdelivery charge of $99.99 plus tax.3- Cancel the order and pay the delivery charge of $99.99 and a restocking fee of 10% ofthe purchase.4- Redeliver the furniture to the customer’s front door step for no additional charge and itwould be up to the customer to bring the furniture into their home. We wouldrequire the customer to inspect the furniture on delivery for any damages andthan sign a waiver agreeing that they are taking responsibility for any damageto the furniture from that point.5- Redeliver the furniture and if it does not fit they would be responsible for both deliveryattempts for a total of 199.98 and than they can choose from options # 1-3. Ifthe customer demands that they force the furniture past the point where damageto the furniture or damage to the home will happen, we will ask the customer tosign a waiver taking responsibility to the home and the furniture. Once thewaiver is signed the customer must accept the disassembly and pay thedisassembly charges.We have made these offers repeatedly to the customer and theonly outcome she wants is a full refund. Furniture not fitting into the room acustomer wants the furniture in, is clearly indicated on our purchase ordersand the only options written are for the customer to pay the KD fee or cancelthe order with a 30% restocking fee plus the charge for the delivery attempt.We believe we have tried every way to work this out with thecustomer and she will only accept a full refund.
Sales Order # [redacted] We have attempted to reach the customer at the phone number provided at the time of purchase and also at the phone number included with the Revdex.com complaint. We could not reach the customer on either number. Please have the customer contact Shawn B[redacted], regional director...
for NJ at ###-###-#### to discuss this matter.
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 called Jennifer's corporate office and the showroom one final time on ** July, 2017. I spoke to Sunny who said he would find out from the warehouse when the items would be shipped and he would call me back with a status update. True to their behavior, that call never happened. Before I called the showroom, I called the corporate office and the person I spoke to said a supervisor would call me back and that their warehouse is closed on Monday's. I never received that phone call. After no response from Jennifer's, I called Citibank on ** July, 2017 to dispute the charge as part of my consumer rights. The following day, Citibank reverse the charge and put the credit back on my card. Before returning the credit, Citibank said they would also contact the merchant's bank and the merchant because they would have to coordinate with the merchants bank. Coincidentally, after weeks of no one knowing what was going on, suddenly, when the credit is returned, between Jennifer's and Non Stop Delivery, they somehow figured out how to ship the items, but by this point it was too late. Non Stop put the blame on Jennifer's saying they did not contact them for the shipment and supposedly, Jennifer's was supposed to drop the items off with Non Stop Delivery. Attached are some of the communications I had through the process along with the response from Citibank confirming my dispute and the tracking history of the item in question. This company has a long history of this type of behavior just from looking at the reviews, especially, the Livingston Street showroom location.
[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] Jennifer convertibles contacted me and I have a scheduled service date of 7/**. They said they will repair the the couch.
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:
[Because wehave said several time to them that we don't want the couch no more. Due to the way they handled things thus far, we do not want to do business with them anymore. They charged my credit card $651 but the couch is still not in my possession. They mentioned that information was entered by a delivery operations representative live while they are on the phone with the delivery team and the customer: "The first question our Delivery operations representatives ask the customer is, did you witness the delivery attempt and agree the furniture will not fit. The customer was in agreement that the furniture would not fit". This information and statement is incorrect. I told the Delivery rep. that I don't know how his delivery guy came up with his conclusion that the couch will not fit with even trying, but I will not argue with him not to deliver the couch. I told him that I will reach out to Jenifer Convertible on this matter. The Delivery operation representative told me that the call was beingrecorded. Please ask them to send you the recorded conversation on this issue. So finally heard back from Les (Director of regional sales) she was very insensitive and nasty to my wife and I. She did not trying to understand our side of story. She lacks customer service skills and customer facing skills. She keeps repeating that they will not refund our full money. We should take the couch and schedule delivery. We have said it more than 30 times that we don't need the couch anymore. We don't want to do business with them no more. The bottom line is: The delivery team left with the couch. Wethen contacted Jennifer Convertibles our experience with the sales team changed. They did not understand and wanted to deliver the couch 2 weeks from the date promised. They also stated that we were not charged for the couch because we haven't received it yet. I explained that is an untrue statement. We then asked to have the couch cancelled and speak to the District Manger. They said that they would email him our information and we never heard from him. We then took his number and his answering machine was not accepting messages and he was "On another call or away from his desk." It is now more than 8 weeks later and we still do not have our money back or the couch. Please we need justice. Thanks]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted] A service tech was out to the customer’s home on 12/**/16. Based on his report we ordered the customer a new seat casing. The factory shipped out the new casing using [redacted]. It was delivered on 1/**/17. I entered a service request today to have the new seat...
case installed
Better...
Business Bureau:
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 Answeri Here]i know that it is not covered by warranty. I am arguing that since the couch is composed of only 40% leather it should not have been labeled as bonded leather. In order to label an item as bonded leather it needs to be composed of a minimum of 50% leather. We were sold a "bonded leather" sofa set when in fact it was a "faux leather" set. Misrepresenting what an item is is fraud toward the consumer. I would not have bought this sofa set had I known it was not really bonded leather. I was misrepresented and I want my money refunded or a credit to use toward something else.
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 the only one Jennifer convertibles is willing to offer. This business did not follow through with what their sales representative claimed would be covered under the warranty and what it clearly states in writing it would cover.Only one part of what needed to be repaired was done so on 09/**/15 and the other cut that occurred at the same time and I reported to them they are refusing to fix.It would appear that this company has no intentions of being honest and following through with making this situation truly right and I have to accept this unfair outcome.
Sincerely,
[redacted]
Sales Order # [redacted] Responsibility for the size of the merchandise in regards to home delivery remains with the buyer.” Every home is unique. It is the customer that decides if the disassembly delivery is necessary. We provide the approximate dimensions of the furniture to the customer to assist...
them in making an educated decision. A discount of $99.99 was refunded to the customer’s [redacted] account on 5/**/16. Unfortunately no additional discounts can be offered.
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 spoke with JC who said they would not pick up the merchandise and credit my card nor would they replace the couch with the broken frame.They said they would send the repair guy out to add the additional wood piece to support the frame.I do not feel that a 4 month old couch should be bandaid up.They said they would have the repair guy contact me but I have not setup an appointment and feel that a replacement is in order as the sales person stated that would be the case if the frame is broken.If they cannot replace the couch I would like a full refund and the couch picked up from my home.Please let me know if you have any other questions.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted] / [redacted]The customer has been contacted and a date was selected forthe pick up and return of the defective recliner chair. A refund by check willbe issued within 14 days of the confirmed return of the merchandise.
Sales Order # [redacted]As previously indicted I have arranged for a service tech to
contact the customer to deliver a memory foam mattress and at the same time
address any service related issues with the furniture.
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 because:
[redacted]
[redacted]
[redacted] Yes they told me those options after I initiated calls and inquiriesThe fact of the matter is they misrepresented the origin of the furniture ordered. We were told all items ordered were made in north carolina. We specifically asked where it was manufactured. Jennifer convertibles gave us an untruth at the time we were weighing our options to place the order.It wasnt until later conversations with the company, that we were told it was made in China; then shipped to north carolina; then delivered to New jersey; then delivered to long island. The offer of money towards our bill was only offered after I emailed customer service and later spoke to director of customer service. The director only contacted me to tell me that the furniture was being delayed another month!The integrity and truth in sale is deplorable.
[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 service tech came and did not do anything. they were unable to resolve the problem. At this point, we have no choice but to ask to return the sofa for a full refund but they do not want to take it back.[redacted]
Sales Order # [redacted]A service was out to the customer’s home on 5/*/15 anddetermined that service could not be completed in a timely fashion. Anauthorization to exchange the defective sofa bed is being processed. The localshowroom will contact the customer to arrange for the exchange within the...
next7 days.
Sales Order # [redacted]The customer sent us photos of her 10 year old furniture.The photos indicated accumulated damage from use over time, cracking, andpeeling. Although these issues are not covered by the Upholstery Shield plan weoffered, as a courtesy to the Revdex.com, to refund the cost of the plan....
The customerrefused our offer.