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:
[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: If I do not hear back within this 10 day period I will be contacting you again. They have been stating this since last year. Thank you
[Your Answer Here]
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] This business lies over and over. .I could not cancel the order because the business did not provide a phone number to do so. Every phone number provided was either disconncected or sent me to yet another number with an auto response. I finally wrote on [redacted] and someone named jason contacted me back and told me to call a phone number he provided - this was the only way, he said, I could cancel, if I called this person John who is a regional VP. I called the number numerous times, leaving voice mail messages to cancel. Nobody called me back.. I assumed that requested a cancellation numerous times would lead to a cancellation. I can provide the phone number if you want it that I called.. always received a voice mail. based on an "F" rating by the BB< it is clear that Jennifer only respoonds when their back is against the wall and not to customers who want to have a question answered. .And I would not have ordered if I thought it would take 2-4 weeks but nobody bothered to express this until after they received my money.
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 the customer’s furniture was delivered in October 2011 and is out of warranty. As a courtesy in 2014 we approved a reselection / exchange for this customer. As a further courtesy we did send the customer a certificate for 20% off a replacement purchase...
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:
As filed in our original complaint, after they came out a few times we followed up in the store a multiple times after the last service. We spoke to several store employees including the manager and were told there was nothing that could be done. This all occurred while the furniture was still under warranty. We filed claims with Guardsman, which denied our claim as stated in the original complaint. One of the reason’s guardsman denied our claim was because this was a preexisting problem. After going back and forth with Guardsman we called customer support and left a message with the supervisor we didn’t get a call back. Next we went into to store in December and there was new manager who told us they should have offered us to replace the couch when we reported the issues we were having to the manager. The new manager was understanding and said he would help us get this resolved. He promised he would make some calls to find out what could be done. He even said he would call his VP and President. We have never heard anything back. This was all stated in our original complaint. We called on 2/** and 2/** to get a record of our service, but they refused to release the records stating it was for internal use only. On 2/** we asked to speak to a supervisor and left a message on the supervisors voice mail but never heard anything back. All we want is the furniture to be fixed or replaced.
Sales Order # [redacted]Although the damage to the customer’s furniture is notcovered by the factory warranty we agreed to order and replace the componentsnecessary to service the customer.
Sales Order # [redacted] Management has been in talks with the customer as recently as yesterday to bring this complaint to a mutually agreed to conclusion. A resolution should be reached in the next few days.
Sales Order # [redacted]Although the customer is out of warranty for factory defects
since May 2014, I will have a customer care supervisor call the customer to see
what possible options we can offer to him.
Sales Order # [redacted] [redacted]There is a normal positive pitch to the headrest of a sofabed. This is similar to a hospital bed. We have requested a service tech to goout to the customer’s home. We await the results of that visit.
The customer is pending an even exchange. He was told it would be 12-** fro, 8/**/17. He was not happy and the Director of Sales/Customer Care offered him to reselect to the other Softee at no extra charge. It would be in mid to late September. He is demanding a pick and has not said yes or no to...
Sales Order # [redacted] We have agreed to pick up the customer’s furniture and issue a refund of $300.00 upon return of the furniture in good condition. The customer will be contacted to schedule a date with the delivery company for the pick up.
Sales Order # [redacted]Approvals for completing service have been put into place.The customer has been contacted by the service company and a date has beenscheduled.
Sales Order # [redacted] / [redacted]We are sorry that the service company had to cancel the daybefore the agreed to service date. The customer has since been contacted andhas agreed to email us photos of the damaged bed frame. This should allow us toorder the needed components to complete service to the...
Sales Order # NYF [redacted] The customer’s order was cancelled and refunded to their Visa card last week. We apologize for 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 requirement for percentage of leather is something I found while doing research. I did not buy directly with the manufacturer so I should not have to deal with the manufacturer. Jennifer is responsible for what it sells. I bought my furniture from you so you are responsible. If this manufacturer is misrepresenti g furniture you should not be carrying their items. I expect a refund or credit from jennifer because I bought my furniture thru you. You can deal with the manufacterer to get reimbursed.
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 peeling substandard Couches I bought was valued at $3500 as quoted to me at their showroom and negotiated down to $2000 , I was supposed to get a like for like replacement which should be a $3500 quality set of couches but they want to give me a $2000 level cheaper set of couches.because they do not have the set I bought in stock anymore I have already informed them, If they cannot give me an identical replacement they should refund me my $2000 back and I also spoke with Les Falchook, their senior Vice President, a few times who always promises to take care of the issue in a couple of days but never does. They have been dragging this issue for months now and I have been treated rudely by a variety of people in the hierarchy from this company. I want my my $2000 to be refunded to me as I do not want to deal with this company anymore as their [redacted] page is filled with people's complaints about their peeling couches. I also want an apology from their company's director or CEO regarding the harsh and unfair treatment given to me.
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 is under warranty. A service techwas at the customer’s home and based on his visit components were ordered on 7/**.They have subsequently been received by the customer. A service tech has since beenscheduled to complete service for this customer.
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.
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: If I do not hear back within this 10 day period I will be contacting you again. They have been stating this since last year. Thank you
[Your Answer Here]
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] This business lies over and over. .I could not cancel the order because the business did not provide a phone number to do so. Every phone number provided was either disconncected or sent me to yet another number with an auto response. I finally wrote on [redacted] and someone named jason contacted me back and told me to call a phone number he provided - this was the only way, he said, I could cancel, if I called this person John who is a regional VP. I called the number numerous times, leaving voice mail messages to cancel. Nobody called me back.. I assumed that requested a cancellation numerous times would lead to a cancellation. I can provide the phone number if you want it that I called.. always received a voice mail. based on an "F" rating by the BB< it is clear that Jennifer only respoonds when their back is against the wall and not to customers who want to have a question answered. .And I would not have ordered if I thought it would take 2-4 weeks but nobody bothered to express this until after they received my money.
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 the customer’s furniture was delivered in October 2011 and is out of warranty. As a courtesy in 2014 we approved a reselection / exchange for this customer. As a further courtesy we did send the customer a certificate for 20% off a replacement purchase...
at any of our showrooms.
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:
As filed in our original complaint, after they came out a few times we followed up in the store a multiple times after the last service. We spoke to several store employees including the manager and were told there was nothing that could be done. This all occurred while the furniture was still under warranty. We filed claims with Guardsman, which denied our claim as stated in the original complaint. One of the reason’s guardsman denied our claim was because this was a preexisting problem. After going back and forth with Guardsman we called customer support and left a message with the supervisor we didn’t get a call back. Next we went into to store in December and there was new manager who told us they should have offered us to replace the couch when we reported the issues we were having to the manager. The new manager was understanding and said he would help us get this resolved. He promised he would make some calls to find out what could be done. He even said he would call his VP and President. We have never heard anything back. This was all stated in our original complaint. We called on 2/** and 2/** to get a record of our service, but they refused to release the records stating it was for internal use only. On 2/** we asked to speak to a supervisor and left a message on the supervisors voice mail but never heard anything back. All we want is the furniture to be fixed or replaced.
[redacted]
Sales Order # [redacted]Although the damage to the customer’s furniture is notcovered by the factory warranty we agreed to order and replace the componentsnecessary to service the customer.
Sales Order # [redacted] Management has been in talks with the customer as recently as yesterday to bring this complaint to a mutually agreed to conclusion. A resolution should be reached in the next few days.
Sales Order # [redacted]Although the customer is out of warranty for factory defects
since May 2014, I will have a customer care supervisor call the customer to see
what possible options we can offer to him.
Sales Order # [redacted] [redacted]There is a normal positive pitch to the headrest of a sofabed. This is similar to a hospital bed. We have requested a service tech to goout to the customer’s home. We await the results of that visit.
The customer is pending an even exchange. He was told it would be 12-** fro, 8/**/17. He was not happy and the Director of Sales/Customer Care offered him to reselect to the other Softee at no extra charge. It would be in mid to late September. He is demanding a pick and has not said yes or no to...
our offer.
Sales Order # [redacted] We have agreed to pick up the customer’s furniture and issue a refund of $300.00 upon return of the furniture in good condition. The customer will be contacted to schedule a date with the delivery company for the pick up.
Sales Order # [redacted]Approvals for completing service have been put into place.The customer has been contacted by the service company and a date has beenscheduled.
Sales Order # [redacted] / [redacted]We are sorry that the service company had to cancel the daybefore the agreed to service date. The customer has since been contacted andhas agreed to email us photos of the damaged bed frame. This should allow us toorder the needed components to complete service to the...
bed frame.
Sales Order # NYF [redacted] The customer’s order was cancelled and refunded to their Visa card last week. We apologize for 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 requirement for percentage of leather is something I found while doing research. I did not buy directly with the manufacturer so I should not have to deal with the manufacturer. Jennifer is responsible for what it sells. I bought my furniture from you so you are responsible. If this manufacturer is misrepresenti g furniture you should not be carrying their items. I expect a refund or credit from jennifer because I bought my furniture thru you. You can deal with the manufacterer to get reimbursed.
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 peeling substandard Couches I bought was valued at $3500 as quoted to me at their showroom and negotiated down to $2000 , I was supposed to get a like for like replacement which should be a $3500 quality set of couches but they want to give me a $2000 level cheaper set of couches.because they do not have the set I bought in stock anymore I have already informed them, If they cannot give me an identical replacement they should refund me my $2000 back and I also spoke with Les Falchook, their senior Vice President, a few times who always promises to take care of the issue in a couple of days but never does. They have been dragging this issue for months now and I have been treated rudely by a variety of people in the hierarchy from this company. I want my my $2000 to be refunded to me as I do not want to deal with this company anymore as their [redacted] page is filled with people's complaints about their peeling couches. I also want an apology from their company's director or CEO regarding the harsh and unfair treatment given to me.
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 is under warranty. A service techwas at the customer’s home and based on his visit components were ordered on 7/**.They have subsequently been received by the customer. A service tech has since beenscheduled to complete service for this customer.
Sales Order # [redacted] The customer’s order has been cancelled and fully refunded to [redacted].
Sales order # [redacted] Management contacted the customer and addressed her complaint. The customer has been satisfied.