Management has contacted the customer to see what we can offer this potential customerAt this point no purchase has been madeEvery effort will be made to satisfy this customer
Sales Order # *** *** As explained to the customer the sectional was sold at an extremely discounted, floor sample priceIt was sold in “As-is” condition without any warrantiesI am sorry but there is nothing I can do for this customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved. Yes, I spoke with the new store manager and did full out the paperwork to receive a check in the mailI am now waiting for the issued check to be sent to my home address
Sincerely,
*** ***
Sales Order # *** *** The replacement sofa was successfully delivered to thecustomer on 6/**/Unfortunately no additional discounts can be offered tothe customer
Sales Order # UPK [redacted] Shawn B[redacted] of Jennifer management is in the process of reaching out to this customer in regards to the issue she is having with the Guardsman plan. Guardsman / Valspar is a large multi-billion dollar company with an impressive track record of customer service. If the...
customer feels they are being mis-treated by a Guardsman call center rep I suggest they ask to speak to a supervisor to resolve the issue.
COR [redacted] The customer’s furniture is no longer under warranty. As a courtesy we agreed to have a technician service the furniture. Messages have been left by the tech company. As of yesterday the customer has not returned their call to schedule a date.
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 last shipment was NEVER accepted. it was rejected at first inspection and not all of the furniture ever made it past the front door. it was evident right away that that couches were not boxed as new there were scrapes and defects apparent in several parts of the leather. We were never provided any paperwork even though we requested paperwork repeatedly. The delivery people simply dropped the furniture OUTSIDE of my home, on the sidewalk and blocking my front door and my neighbors. That forced us to call the police to get them to move the furniture. They then DUMPED it on the side of my house without any wrapping or protection and got in there truck and drove off. Their dispatcher told them and the police officer that she would be sending another truck to pick it up later that day. That truck never arrived. They cannot provide ANY proof that the furniture was delivered and accepted because they refused to provide paperwork. I arranged for the furniture to be moved into my garage where it would be kept safe until they picked it up. It has NEVER been used or touched or even assembled. I have photos and witnesses to verify everything that I have stated as well as recorded phone calls to them at the time while the delivery truck was still here stating clearly that the furniture was NOT acceptable and was not being accepted. We want their furniture picked up and our money refunded. ]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted]Components ordered for this customer are taking longer thananticipated. Management has issued an authorization to exchange the customer’sreclining loveseat. The local showroom will contact this customer in the nextfew days to arrange for the delivery / exchange.
Sales Order # UPK [redacted] / [redacted] / [redacted] The furniture is on order from the manufacturer. The local showroom will contact the customer as soon as the furniture becomes available for delivery / exchange. Approximately 4-6 weeks from the date it was ordered 5/**/17.
Sales Order # COR [redacted] A service tech was out to the customer home on 12/**/16. The furniture was inspected and found to be up to factory specifications. Both the reclining sofa and the reclining loveseat were found to be operating properly and to be free of any defects.
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Sales Order # [redacted] I am sorry but as explained to the customer the leather drying up over time causing it to crack or peel from use is not covered by the leather plan. As a courtesy we did send the customer a certificate for 20% off a replacement purchase of this October 1993 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:
[Your Answer Here] You made no mention of repairs to the cut/slit on the right cushion. As you can see from the photos it is approximately 3 inches away from the pealing caused over time (which I am not asking, nor do I expect it to be fixed). The same set of keys/ metal key ring that caused the punctures in the center cushion caused this and I reported all damage in a timely manner. The two small holes are located in the center cushion. There is no other damage anywhere on this cushion. I sent pictures and a description of the damage when I first filed my complaint and pointed it out to your technician the day he came to by home. I do not understand why he would not document it. He even stated that the damage I pointed out to him (as described here) would be repaired and to wait for the parts, but then your follow up letter stated otherwise. It is not a courtesy as you have stated that you repair the damage to my couch. I paid for your shield plan and under its terms I have the right to expect that these repairs will be performed. I bought two additional furniture pieces from your store with warranty and don't want this to be an ongoing issue if those ever require covered repairs. Please follow through and fix the damage I am requesting.
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:
While Jennifer Convertible does make repairs to their furniture within the 1 year warranty they did agree with me that this is not acceptable and was damaged upon delivery. When I contacted the sales person in regards to this issue she told me that if the couch is fixable as in pieces that can be replaced that would happen but if the frame was broken, cracked or damaged that they would deliver a new piece of furniture. I am not sure if that is why she is no longer with the company but that was what I was told. I was also told that this couch will last 15 years. JC told me on Friday June [redacted] that the repair is not fixing the cracked frame but adding A piece of wood to support the cracked frame. I told them that I was in contact with the Revdex.com and that if they can not replace the broken piece to refund me the total cost of the couch and pick it up. They told me that they would pass this information on and get in contact witht the credit card company and that someone would be in touch.
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]
If I understand correctly ... Replacement of the exact recliner sofa is acceptable.the recliner chair is unacceptable must be fixed or replaced.Sincerely,[redacted]
Sales Order # [redacted] I am sorry but the customer’s bonded leather furniture is over 3 years old and no longer covered by any factory warranties. As a courtesy we offered to send the customer a 20% off certificate to use to purchase replacement furniture. The customer refused our offer.
Management has contacted the customer to see what we can offer this potential customerAt this point no purchase has been madeEvery effort will be made to satisfy this customer
Sales Order # *** *** As explained to the customer the sectional was sold at an extremely discounted, floor sample priceIt was sold in “As-is” condition without any warrantiesI am sorry but there is nothing I can do for this customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved. Yes, I spoke with the new store manager and did full out the paperwork to receive a check in the mailI am now waiting for the issued check to be sent to my home address
Sincerely,
*** ***
Sales Order # *** *** The replacement sofa was successfully delivered to thecustomer on 6/**/Unfortunately no additional discounts can be offered tothe customer
Sales Order # UPK [redacted] Shawn B[redacted] of Jennifer management is in the process of reaching out to this customer in regards to the issue she is having with the Guardsman plan. Guardsman / Valspar is a large multi-billion dollar company with an impressive track record of customer service. If the...
customer feels they are being mis-treated by a Guardsman call center rep I suggest they ask to speak to a supervisor to resolve the issue.
COR [redacted] The customer’s furniture is no longer under warranty. As a courtesy we agreed to have a technician service the furniture. Messages have been left by the tech company. As of yesterday the customer has not returned their call to schedule a date.
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 last shipment was NEVER accepted. it was rejected at first inspection and not all of the furniture ever made it past the front door. it was evident right away that that couches were not boxed as new there were scrapes and defects apparent in several parts of the leather. We were never provided any paperwork even though we requested paperwork repeatedly. The delivery people simply dropped the furniture OUTSIDE of my home, on the sidewalk and blocking my front door and my neighbors. That forced us to call the police to get them to move the furniture. They then DUMPED it on the side of my house without any wrapping or protection and got in there truck and drove off. Their dispatcher told them and the police officer that she would be sending another truck to pick it up later that day. That truck never arrived. They cannot provide ANY proof that the furniture was delivered and accepted because they refused to provide paperwork. I arranged for the furniture to be moved into my garage where it would be kept safe until they picked it up. It has NEVER been used or touched or even assembled. I have photos and witnesses to verify everything that I have stated as well as recorded phone calls to them at the time while the delivery truck was still here stating clearly that the furniture was NOT acceptable and was not being accepted. We want their furniture picked up and our money refunded. ]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Sales Order # [redacted]Components ordered for this customer are taking longer thananticipated. Management has issued an authorization to exchange the customer’sreclining loveseat. The local showroom will contact this customer in the nextfew days to arrange for the delivery / exchange.
Sales Order # UPK [redacted] / [redacted] / [redacted] The furniture is on order from the manufacturer. The local showroom will contact the customer as soon as the furniture becomes available for delivery / exchange. Approximately 4-6 weeks from the date it was ordered 5/**/17.
Sales Order # [redacted] The customer did an internal chargeback with their credit card company. The order is cancelled and we are not challenging it.
Sales Order # [redacted]We apologize for the inconvenience caused this customer. Thefurniture was successfully delivered on 6/**/15.
Sales Order # COR [redacted] A service tech was out to the customer home on 12/**/16. The furniture was inspected and found to be up to factory specifications. Both the reclining sofa and the reclining loveseat were found to be operating properly and to be free of any defects.
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Sales Order # [redacted] I am sorry but as explained to the customer the leather drying up over time causing it to crack or peel from use is not covered by the leather plan. As a courtesy we did send the customer a certificate for 20% off a replacement purchase of this October 1993 purchase.
Per our previous response: The customer is scheduled for service on 9/**/15.?
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] You made no mention of repairs to the cut/slit on the right cushion. As you can see from the photos it is approximately 3 inches away from the pealing caused over time (which I am not asking, nor do I expect it to be fixed). The same set of keys/ metal key ring that caused the punctures in the center cushion caused this and I reported all damage in a timely manner. The two small holes are located in the center cushion. There is no other damage anywhere on this cushion. I sent pictures and a description of the damage when I first filed my complaint and pointed it out to your technician the day he came to by home. I do not understand why he would not document it. He even stated that the damage I pointed out to him (as described here) would be repaired and to wait for the parts, but then your follow up letter stated otherwise. It is not a courtesy as you have stated that you repair the damage to my couch. I paid for your shield plan and under its terms I have the right to expect that these repairs will be performed. I bought two additional furniture pieces from your store with warranty and don't want this to be an ongoing issue if those ever require covered repairs. Please follow through and fix the damage I am requesting.
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:
While Jennifer Convertible does make repairs to their furniture within the 1 year warranty they did agree with me that this is not acceptable and was damaged upon delivery. When I contacted the sales person in regards to this issue she told me that if the couch is fixable as in pieces that can be replaced that would happen but if the frame was broken, cracked or damaged that they would deliver a new piece of furniture. I am not sure if that is why she is no longer with the company but that was what I was told. I was also told that this couch will last 15 years. JC told me on Friday June [redacted] that the repair is not fixing the cracked frame but adding A piece of wood to support the cracked frame. I told them that I was in contact with the Revdex.com and that if they can not replace the broken piece to refund me the total cost of the couch and pick it up. They told me that they would pass this information on and get in contact witht the credit card company and that someone would be in touch.
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]
If I understand correctly ... Replacement of the exact recliner sofa is acceptable.the recliner chair is unacceptable must be fixed or replaced.Sincerely,[redacted]
Sales Order # [redacted] I am sorry but the customer’s bonded leather furniture is over 3 years old and no longer covered by any factory warranties. As a courtesy we offered to send the customer a 20% off certificate to use to purchase replacement furniture. The customer refused our offer.