Jennifer Convertibles

Review: I bought a living room set on jan. **, 2014. This was a floor sample that was final sale. the sales man told me the only thing wrong was a rip on the chair, you could not see the rip so it didnt bother me. The sofa had a automatic recliner that goes back. I tried the recliner in the store but there was a coffee table in front so it could not go all the way back. The next day I sat in the recliner, went all the way back and it got stuck there. I called the sales man and he said finial sale he would not do anything. He told me there was only a rip and did not disclose that the recliner was not working, if he did I would not have purchased this. The following day I spoke to the [redacted] and she also refused to help me. I paid $909.48 for this set that did not work . It was not even 24 hours that I had This furniture. I even told them I will be happy with them sending someone to fix it . They refused that suggestion. Please help me .Thank youDesired Settlement: I would like them to replace the sofa or have a company come in and fix the sofa. If not a refund . Thank you

Business

Response:

Review: I purchased the sofa on September 2013 from [redacted] showroom. 3-4monts after the sofa broke (it was middle of December. Several days after the sofa broke I start having rush or bite when I would sit on the sofa. I went to the show room end of December and spoke to [redacted] ([redacted]) from whom I purchased the sofa and [redacted] ([redacted]). I explained that I am concern about my purchase in 2 ways. A) the sofa is defective and I do not want to deal with it in the long run all the time B) I am getting rush/ or bite. I also mentioned that I am reading on google that 100s of people complaining that how Jennifer Convertible is dragging things months and never solves people problems. They said we can guarantee (I am not sure how) that we do not have bugs, however it is most probably you are having an allergic reaction since we use fire protector chemical materials. I told them that my main concern is the quality of the sofa and I do not want to deal with it in the future and I would love my money back. [redacted] and [redacted] said they can't take it back however since I have 1 year manufacture warranty they can exchange with a different sofa of my choice (which will be better quality and better material). I asked them how long will this take. They said about 2 max 3 weeks. In order to solve the situation and safe time and conflict I agreed. This conversation started 45 days ago.

After first email to corporate they sent subcontractor technician to my apartment 10 days after. In my mind he is going to check and confirm that the sofa is broken and I am going to do exchange, but he says I am here to fix the sofa. I asked him how? He said I am going to open the sofa in your apt. and fix it. I told him I am not comfortable that you open the sofa in my apt. since I do not know what is in this sofa. He said okay I will report it. Three weeks after I get call again from those subcontractors that they want to make appointment to fix the sofa. I called customer service and try to explain the situation and said that I do not fell confutable if you open your product in my apartment. I said you more than welcome to come take the sofa from my apartment and fix it. Customer service person was very rude and she said this is our policy we do not take anything out but fix on the spot. I asked her where is written in your policy? She said that was out policy always even though it is not written. She said or you agree with our terms or go and help yourself. This conversation happened last week.Desired Settlement: This is very stressful for me and I do not see things going anywhere with this people. I DO NOT WANT TO DO ANYTHING ANYMORE BUT I WANT MY MONEY BACK.The product is defective and costumer service it horrible. If they have a quality product why their return and exchange policy is 5 days but IKEA's return policy is 90days. I think this says a lot about the quality of their product and service.I wish I was reading those reviews on [redacted] before I did a purchase.

I hope Revdex.com will help me to resolve the issues and teach those businesses that it is not right to hurt and take 1000 peoples money when they do not provide what they suppose to.

I am very grateful that Revdex.com exist and very hopeful that you will help me to resolve the problem.

Sincerely,

Business

Response:

Review: On May **, 2009, I purchased a 4-piece leather sofa set from Jennifer Convertibles (located at [redacted]). At the time of purchase, a Jennifer Convertibles representative offered an optional UpholsterySHIELD Leather Protection Plan for an additional $199.99, which would guarantee the leather sofas for life, so I paid extra for it. Fast forward to the latter part of 2013, I observed that the leather was in need of repair and contacted Jennifer Convertibles on December **, 2013 to notify them. Jennifer Convertibles responded the next day, refusing to uphold the guarantee that I had purchased. Instead, they offered another solution which was entirely unclear as to when or what I would be receiving. In addition to their lack of clarity, they didn't provide an explanation as to why the leather on my sofas didn't qualify for the UpholsterySHIELD Leather Protection Plan. This is their email:

"Thank you for sending in your photo. Cracking and peeling, are not covered under the Upholstery Shield plan. However, as a one time courtesy, we will send out a replacement part for you. It will ship directly to your home within the next 4-20 weeks. When received, please call our call center at ###-###-#### to make the arrangements.

Thank you,

Jennifer Convertibles"

There are no such exclusions in the paperwork that I have from Jennifer Convertibles. As if it weren't bad enough that Jennifer Convertibles wasn't fulfilling the lifetime guarantee on the leather, I got no further information on what they were doing to address this or when to expect it. After waiting over 4 months, I still hadn't received anything, even contact from Jennifer Convertibles customer service. I reached out to Jennifer Convertibles on April **, 2014 to express my concerns and disappointment, and I was promised that someone would contact me from the "main office" within 3 business days. Yet again, Jennifer Convertibles failed to follow through on their promise. To date, I can't seem to get in touch with anyone who can provide any clarity and/or a resolution.Desired Settlement: I would like Jennifer Convertibles to uphold the lifetime leather guarantee and either repair or replace the leather of the sofa. If they can't repair or replace the leather on the sofa, then a full sofa replacement would be satisfactory.

Business

Response:

Sales Order # [redacted]

Although the Upholstery Shield plan does not cover cracking

or peeling and the customer is out of warranty for manufacturing defects we

agreed to order and replace components for this customer, as a one time

courtesy. The components were shipped to the customer and delivered by UPS on

5/*/14. A request for service to install has been issued.

Consumer

Response:

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:

Jennifer Convertibles has not remedied my issue, and the company’s response to my complaint is entirely unacceptable for a number of reasons. First and foremost, the UpholsterySHIELD Leather Protection Plan does not anywhere specify that cracking and peeling are not covered, nor does the documentation list cracking and peeling as exclusions to the plan. Secondly, the manufacturing warranty is NOT the item being addressed in my complaint; it is a null and void distraction by Jennifer Convertibles. Thirdly, I received a brief and unclear voicemail from Jennifer Convertibles on May **, 2014 at 4:35 pm. The caller sound rather rude, which describes most of my interaction with Jennifer Convertibles to date, and the message stated that I had already received parts and to call back to schedule an appointment. Not only have I still have not received a package as I respond to Revdex.com today, but Jennifer Convertibles has yet to provide any sort of detail as to what was supposedly sent and what I would need an appointment for.

To reiterate, at no time have I received any clear correspondence from Jennifer Convertibles about what parts would be ordered to replace the cracking and peeling leather on the sofa or potential next steps to address this matter. In December 2013, I was informed that a “replacement” (no detail was provided as to what this involved) would come from China within a 4-20 week period, which never happened. To date, I have not received any components or replacements. In fact, I am quite confused and perplexed as to what precisely the solution is that Jennifer Convertibles is offering me. After waiting 5 months for this to be resolved, there are only two potential solutions at this point: either Jennifer Convertibles replaces the large 3-seat leather sofa with a comparable large 3-seat leather sofa, or, Jennifer Convertibles can refund me $1,000, which is a prorated amount for the sofa purchase price given 5 years of use against the lifetime guarantee (see attached image).

I look forward to Jennifer Convertibles resolving this matter, honoring the UpholsterySHIELD Leather Protection Plan as it was presented in person and on paper, and replacing the sofa with a comparable 3-seat leather sofa option. Or, Jennifer Convertibles may opt to refund $1,000, a prorated amount for the sofa purchase price given 5 years of use against the lifetime guarantee. Either of those options will constitute resolution.

Sincerely,

Consumer

Response:

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:

Jennifer Convertibles has not remedied my issue, and the company's response is riddled with inaccuracies and inconsistencies. First, Jennifer Convertibles' most recent Revdex.com message yet again references a package that I did not receive. Beyond this, the company has done nothing to explain why I was informed, in December 2013, that I had to wait 4-20 weeks for a package - that I never received - containing items I was also not privy to. Second, I am not sure what expense Jennifer Convertibles is claiming to have expended when I paid an additional cost for a leather lifetime guarantee, the UpholsterySHIELD Leather Protection Plan, which is not being upheld. Most importantly, the paperwork I received at the time of my sofa purchase nowhere states any such exclusion section pertaining to cracking and peeling (reference the documentation attached in my last Revdex.com message to Jennifer Convertibles). Upholding the UpholsterySHIELD Leather Protection Plan and replacing the cracking and peeling leather is not a courtesy extended by Jennifer Convertibles, but a requirement as per the plan itself.

Third, Jennifer Convertibles' Revdex.com response includes an incomplete phone number for the call center director, [redacted], leaving me no way of reaching out to her. Fourth, I have only received one voicemail from the Jennifer Convertibles customer care department (the individual did not state her name) on May ** at 12:55 pm, and I called back within an hour the same day, literally as soon as I received the message. I left a voicemail for the representative asking for a written response to my complaint. I did not receive a direct response of any sort from this individual nor anyone else associated with Jennifer Convertibles. Despite having notified both the Revdex.com and Jennifer Convertibles that I did not receive replacement furniture, I began receiving calls again on May ** to setup an installation appointment. At that time, I informed one of the installation technicians that I still had not received anything from Jennifer Convertibles and to please ask someone to contact me who could rectify the situation. Of course, I wasn't contacted.

I keep asking to get, in writing, the conditions as to why the UpholsterySHIELD Leather Protection Plan does not cover cracking and peeling when there is no such exclusion on the paperwork I have, as well as an explanation of what I am to expect in the mail. I have not received either from Jennifer Convertibles. To exacerbate matters, and as a side note, the leather on the loveseat, chair, and ottoman are also now cracking and peeling.

After waiting 6 months for this to be resolved, there are only two potential solutions: either Jennifer Convertibles replaces the large 3-seat leather sofa with a comparable large 3-seat leather sofa, or, Jennifer Convertibles can refund me $1,000, which is a prorated amount for the sofa purchase price given 5 years of use against the leather lifetime guarantee.

I look forward to Jennifer Convertibles resolving this matter and honoring the UpholsterySHIELD Leather Protection Plan as it was presented in person and on paper.

Sincerely,

Business

Response:

Sales Order # [redacted]

We stand by our previous response.

Review: We were recently informed by [redacted]'s [redacted] at [redacted], who we visited with on February [redacted], 2014 and who had informed us of your decision in late January, that with regard to the longstanding problem detailed below, that you had offered three possible solutions:

1. A $250.00 refund.

2. A fourth visit by a [redacted] Technician

3. A replacement sofa.

With regard to the refund of $250.00 my wife and I find this entirely inadequate seeing as the cost of the purchased sofa was $2,407.00. As far as yet another visit by a technician, what would be the point when the past three technicians who visited our apartment said that the damaged arm needs to be replaced altogether? Thus any repair of the damaged arm at this point would only be short lived like the previous three repairs. I would again point out again that our sofa was damaged as a result of the substandard delivery company that your firm employed to deliver our purchase. With regard to a replacement sofa, we have, after many visits to your store at [redacted] and other [redacted] locations, have found nothing that is comparable in quality or style or size, all determining factors in our decision to purchase our [redacted] sofa. At this point and after a year of effort and aggravation and with no apparent solution forthcoming from your company, we see a complete refund or another [redacted] Prague sofa, though with different fabric as the only acceptable solution.

We have answered your original offer within the 21 days time that was attached to that offer and we have pursued, in good faith, a remedy within the terms and conditions set forth in [redacted]'s "Worry Free Guarantee" with it's one year time limit. [redacted]'s "Worry Free Guarantee" guarantees that your product will be free of defect one year from the original delivery date, which was February [redacted] 2013. Had your organization not dragged out the process of replacing this defective sofa, we would have been able to get a replacement of the same sofa from [redacted] while [redacted] still had a business relationship with that company. As per your [redacted] we understand that this sofa is still in production at [redacted] which we have independently verified by visiting that company's website. We want another of the same sofa, though with different fabric -- as this fabric is also problematic--see emails below, or we want our money back. As detailed above we see no other acceptable solution at this time.Desired Settlement: Total refund due to no suitable solution being forthcoming from [redacted] at this time. Their replacement sofas are inferior in both quality and design to what we purchased from them and they no longer carry the [redacted] products so thay are unable to exchange the damaged sofa for a new one.

Business

Response:

[redacted] Order # [redacted]

We have tried to meet this

customer half way. The furniture is up to factory specifications and has no

defects. The customer apparently is just unhappy with their selection. As a

courtesy we offered to have the customer reselect to a different model without

any return / restocking forfeitures. We are absorbing the cost of the exchange

along with the cost of liquidating the returned sofa. A [redacted] from the

call center attempted to reach the customer by phone last week to discuss this

further. A message was left. To date the customer has not returned our call.

Consumer

Response:

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]

I totally disagree with [redacted]'s statement that the furniture is up to factory specifications unless those specifications allow for protruding fasteners and the upholstery being pushed out from the side of the couch. Please see attached photos of the state of the damage as of November 2013 and March 2014 We are not unhappy with our selection rather we are unhappy with the fact that the subject furniture was dropped by the unprofessional, fly by night delivery service that [redacted] employed and that said piece has not been properly fixed or replaced by [redacted] to date. While [redacted] did offer a new sofa as a solution, none of their current inventory matches the purchased piece in either style, comfort or quality. The purchased piece was manufactured by [redacted] Industries with whom [redacted] no longer has a working relationship. Had [redacted] offered to replace the piece with the same [redacted] product before they severed their relationship with [redacted] we would no now be having this conversation. We and [redacted]'s own [redacted] at the store where we bought our sofa bed have verified that [redacted] Industries still produces the article of furniture that we purchased from [redacted].

While someone from [redacted] did leave a message on our phone last week, they spoke so fast that neither my wife nor I could clearly discern the proper phone number. When we called what we thought was the number left on our answering machine we got an organization related to the medical profession. Here is the phone number [redacted] Provided: ###-###-####, ext [redacted]. My wife and I are extremely busy with work and as such we contacted [redacted] by e-mail after the phone number they left turned out to be the wrong number, asking [redacted] to provide us with whatever information or solution that she might presently have to offer. To date the only thing I have heard from [redacted] is a request for the number she left for us. In other words we're no further along in resolving this issue than we were the day I filed my complaint.

As a F.Y.I. this was the third sofa that I have had, purchased from [redacted] so here to fore I had not had a problem with [redacted] and I din't anticipate that i'd have one this time around.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Sales Order # [redacted]

The signed release has been received in our offices and a

check will be processed and mailed in the next 7-10 days.

Consumer

Response:

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]

Based on Jennifer's history of dragging their feet and delay when it comes to dealing with customer complaints and their failure to live up to their "WorryFree Guarantee" We will not be satisfied till we have the check in hand and it clears in our bank account.

It should make you yourselves wonder why they didn't reach out to us when the issue regarding the credit card number arose. After all it's they who owe us the refund, not vice versa. If I hadn't rattled their cage would they have just let this go on indefinately and would they never have even bothered to issue the refund if we hadn't contacted them?

Concievably they could have just let the whole thing slide and would have never issued a refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: The company promised that they would deliver in 2 weeks and that is what they inputted on writing on the bill. I called them several times with a busy signal on their phones. When I finally got in touch with them, they were very unprofessional and told me to set up a refund on the furniture. I had to call the [redacted] and leave a message so that they can send me a delivery date. Unfortunately, it took them 4 weeks to confirm the delivery date and the delivery person failed to knock on the door. We did not hear anything on the door. In addition, They did not respond back to a phone call. I had to call several times again and got a busy signal. When I finally spoke to them, they want to charge $100 or coming by to the door when they didn't knock.Desired Settlement: I request a full refund or a refund of $100 fee of redelivery for inconveniencing me and my fiancé. We needed that table because my fiancé broke another glass by putting it on the floor.

Business

Response:

Sales Order # [redacted]The delivery time quote, at the time of purchase, wasapproximately 2 – 3 weeks for delivery. When it was found the furniture wasgoing to take 5 weeks to arrive the customer was given the option of cancelingthe order or waiting the additional time. The customer has opted to wait theadditional 2 weeks.

Consumer

Response:

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,

Consumer

Response:

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]

I did return the call after a couple of minutes. My fiancé was home at that time and was waiting the delivery.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We stand by our previous response.

Review: On 7/*/14, I ordered a recliner. Since the door to my apartment is small, I asked the person who was working in the store if the furniture already comes comes in smaller pieces without needing someone to take it apart. He said yes. I was given a delivery date of 7/**/14.Jennifer Convertible charges $199.99 to disassemble and reassemble furniture. On 7/**/14 the delivery men informed me that the furniture wouldn't fit. I was informed that the person who was working in the store gave me the wrong information. Since Jennifer convertible had to disassemble the furniture, they took it to the where house and promised to redeliver. On 7/**/14, I called the store and spoke to [redacted] ( the man who sold the furniture to me) and asked him to reschedule the delivery. He said that he would call me back on Monday.On 7/**/14, I called the store and discovered that [redacted] was injured in an accident. The lady who answered that she didn't know when he would return. She claimed that she couldn't look up my delivery information because the computer wasn't working. On 7/**/14, I called the store and spoke to a worker. He informed me that the delivery is on 8/*/14. I asked for an earlier delivery date. He told me to call tomorrow to talk to another worker. Jennifer Convertibles need to hurry up and deliver my furniture. I should not have to wait a month to have my furniture delivered. They charge a whole bunch of fees and don't provide proper services. If I don't get my furniture delivered immediately, I will not purchase any furniture from them. Jennifer Convertible is very unprofessional and not customer friendly.Desired Settlement: I will not wait until 8/*/14 for furniture. I purchased the furniture on 7/*/14. It is ridiculous that Jennifer Convertible to expect a customer to wait one month for a recliner. I've already paid $ 199.99 for delivery. For them to take it apart and put it back, I will have to pay $ 199.99. If I cancel my order Jennifer Convertible would charge me a minimum of 30% restock fees. It is ashame that no one is willing to help me. I want my furniture immediately!

Business

Response:

Sales Order # [redacted]

We have been able to move the customer’s disassembly to this

Friday 7/**.

Consumer

Response:

I had already planned to travel on Thursday, July **, 2014. I will stay until Friday, July **, 2014. The furniture has to be delivered on the morning of July, **, 2014 because I be travelling. I would appreciate the accommodation.

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,

Review: I bought a couch from Jennifer Covertibles on February **, 2015. I received them on April **,2015 when I was promised to have them within 4-6 weeks. I had my couches for about 2 weeks and when reclining back there was a snap. I filed a claim because I feel this should not have happened since I just bought them. The technician finally came out on June *, 2015 told me he will tell Jennifer Covertibles that this is a manufacture problem that the wood in the couch was probably weak when built since it is compressed wood. He said he will let Jenniifer Covertibles know that this couch piece needs to be replaced. Today I get an email from Jennifer Convertibles stating that I am not covered under warranty because the issue was wear and tear? I just barley had the couches for two weeks! How is this wear and tear? These couches cost me 3,000 Im making payments on it still and they just don't care. The Account # is [redacted] . The way I would like this resolved is for them to replace my couch or erase my bill because I don't think its fair that they do this. Another thing they should do is tell there customers when they are buying couches that all there [redacted] stores are going out of business which I was not told. Thank you for your help.Desired Settlement: I would like a replacement couch or a refund.

Business

Response:

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.

Consumer

Response:

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.

Review: To begin with I purchased a livingroom set for $2,336 with a life time warranty (the only reason of purchase) that does not even apply to me due to the fact that these couches are not even leather and now that they need to be serviced because they look horrible jennifer leathers told us that the warranty only covers leather and they sold us half vinyl half microfiber couches AS leather with a leather warranty that does not apply because they are not leather. We were scammed with the couches not being leather and sold to us as leather and to top it off a leather lifetime warranty.Desired Settlement: replace the furniture for real leather one or some sort of refund

Business

Response:

Review: i've purchased my leather couch on 6/**/2011 at "Jennifer Convertibles and Leather". And sales person was insisting on buying a Guardsman service plan for $200, it was kind of expensive but he said it will cover any damage for 5 years. So we bought that service plan. But later that day we read the service plan carefully and we understood that the coverage is very limited, that's why the next day we went back to the store to return the Guardsman Service Plan, but the same salesperson said it will absolutely cover everything and that we don't have to worry about it. And now 2 years later this couch started to crack and peel so we contacted the Guardsman they said that their service plan covers only accidents ( we had to "accidentally" cut the couch in order to get any service) I just can't understand what kind of stain accident can happen with LEATHER couch. Now we have peeled and cracked couch and with every day it's getting bigger and bigger.Desired Settlement: As soon as the Guardsman Service Plan doesn't cover our damage as the sales person said it will, we want to replace our couch with another one.

Business

Response:

Review: I purchased the Bonded Ebb Sofa and Chair from Jennifer Convertible located in [redacted] on [redacted] in 2009. Additionally I also purchased the 5 year warranty from their recommended company Guardsman Furniture Care. Earlier this year I noticed that the sofa started to peel on the back rest, which I thought was strange since I was told the sofa was leather. I contacted Guardsman so someone could come out for repair and I was advised that this was something that was not covered under their warranty. I then contacted Jennifer Convertible headquarters b/c the store where I made the purchase on [redacted] has since closed - but once again I was told there is nothing they could do for me.

I spent hard earned money on these two furniture pieces and then tried to protect my investment by purchasing a warranty. And now I have a sofa that is peeling ALL OVER MY FLOOR, its like the couch is shedding. The chair has also started shedding which is even MORE strange b/c no one sits in that chair ever.Desired Settlement: I would like my sofa to be replaced, I am aware leather gets scratches and crinkles b/c its leather. But for the furniture to peel and fall off on the floor, is unacceptable.

Business

Response:

Review: We are dissatisfied with the quality of a custom sofa and loveseat which were purchased at Jennifer Convertibles in [redacted], NY order #[redacted]. We first received a defective sofa which was reordered. The second sofa was also defective. We notified Jennifer of the problems when the furniture was delivered. We were asked to give them a chance to repair it before returning it. The repair is not to our satisfaction. Therefore, we have asked Jennifer to refund our money. Now we have been told that repaired furniture cannot be returned.Desired Settlement: We want a complete refund and the furniture removed from our home as soon as possible. This has been going on for six months.

Business

Response:

Review: I purchase furniture almost a full ago from Jennifer Convertibles in Coram NY. I called Jennifer Convertibles beginning in July about the furniture being damaged (padding collapsed) in the arms on the chair. On July **, 2014 a out-sourced repair company shows up takes 2-3 photos and tells me they don't have the correct material to repair the chair as the arms are rounded. After numerous phones to both Jennifer Convertibles (where I got the run around) the repair company finally returned my phone call and showed up today September **, 2014 to do the repair. I was told that specific material would have to be ordered for the repair but the repairman should up with cardboard and padding. I am thinking that padding and plan cardboard is something that anyone can stock. The repairman turns to me and says I was told to fix it with cardboard is that okay with you. What I am to say; I have no idea about the repair of a chair.

I am very disappointed with the response of Jennifer Convertibles; as they stopped responding to emails and when I called to get an update on the repair I was told different stories. I was never able to speak to a [redacted] to handle the repair. As for the out-source repair company at one point their voice mailbox was filled so you couldn't even leave messages. I was told they went on vacation for 2 weeks. Not my problem I told them; I am still waiting for over 2 months for a repair.Desired Settlement: At this point I do feel the cardboard fix is not going to hold up and I am requesting a replacement chair delivered ASAP.

Business

Response:

Sales Order # [redacted]

The customer has since contacted our call center. We have

asked the service company to send out a different technician to check on the

previous work done on 9/**. He will correct the previous work done or confirm

the recent service was completed to factory specs.

Consumer

Response:

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]

I am very concerned since the repair didn't hold up after 5 days being repaired. When I called the company, they told me I was out of warranty and I argued to get the tech back to repair again. I am concerned that if the repair doesn't hold up again they will not come repair agains they will state we are out of warranty. The repair should be covered under warranty for a minimum of 99 days not a week! We are highly disappointed with Jennifer Convertibles and out sourced repair company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Sales Order # [redacted]

This customer recently had [redacted] and is

apparently applying his full body weight to the arms of the chair when entering

or exiting the seat. This is a padded and upholstered model. The arms are not

constructed to be used in this manner. As a courtesy I have consulted with and requested

the tech company to return and make modifications to the existing specs to bulk

up the arms of this chair at our expense. This change is beyond the normal

factory specs for the chair.

Consumer

Response:

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]

I am frustrated with the response from Jennifer Convertible. The request for repair was made at the beginning of July 2014. My husband's [redacted] did not take place until September 2014. The first time the chair was repaired was in September while he was in rehab. 4 days after the repair was made I noticed the repair didn't hold up. My husband was not even home to see how the chair was repaired and didn't hold up to the 1st repair.

I am appalled that they are claiming this damage was caused by my husband. I would appreciate them getting their facts straight before claiming it was my husband fault.

It has now been 3 weeks and we still haven't heard from the repair company to fix the chair for a 2nd time.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchase a sofa several years ago with a lifetime warranty. It got a stain on it and when it was established that the stain could not be removed according to the warranty a new slipcover would need to be ordered. After numerous calls to customer service with several message left and some very unpleasant conversations I reached out to the corporate offices and finally reached the manager of customer service who was very helpful and said that she would order the slip cover and it would take about 4 weeks. It has now been about 7 weeks, I called and left a message about 2 weeks ago and they did get back to and said that it would be in last week but it still hasn't come in and when I call and try to get an update, no one answers and no one returns phone calls. From the start of this process the customer service department of this company has been the absolute worst that I have dealt with!Desired Settlement: To get my replacement slipcover ASAP.

Business

Response:

Sales Order # [redacted]The new slipcover was picked up by the customer last week.

Consumer

Response:

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

While I did finally receive my slipcover it was only by my persistence of calling and leaving messages, I NEVER received a return call! I still stand my original statement that this is the worst customer service department that I have ever dealt with!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I brought a leather sectional and ottoman set from a Jennifer Convertible location. I thought I was purchasing quality items that would last. I am a single parent of a [redacted] child, so large purchases are not made often. I have to save for years. Within only a short amount of time the couch was piling. I returned to the location and it is no longer there. I feel scammed. I cannot just go out and buy another sofa. Whenever you sit on it, when you get up there are pieces of leather attached to your skin and clothing. Every evening I am sweeping up handfuls of black leather material. Getting a living room set from Jennifer Convertible had been a dream of mine, and now it turned into a nightmare,Desired Settlement: I would like a replacement, I still have a strand of hope for Jennifer Convertible sofas, hoping I just got a defective one.

Business

Response:

Sales Order # [redacted]According to our records, prior to this Revdex.com complaint, thecustomer has never attempted to contact our national call center since delivery7/**/2010. Although the furniture is out of warranty since July 2011, I willhave a [redacted] contact the customer to see what assistance wemight be able to offer this customer.

Review: I purchased a sofa at the Jennifer Convertibles Location at [redacted] Location. A delivery was scheduled for 3/**, the driver came I received a call alerting me I went to open the door and the driver was no longer there, not more than a minute went by. I tried calling the driver several times and he responded very rude and even cursing. I have called the location several times, they instruct me to call back for the [redacted], the [redacted] is not there I am asked to call [redacted] he is the only one that can help me, I spoke to [redacted] he asked me to email him details of the call that the driver made however I have a company owned device, I dont have access to the call history. I have yet to receive a response from [redacted].Desired Settlement: I need this sofa delivered in the next couple of days or I need to cancel the order, refund the paid amount and close my credit with Jennifer Convertibles

Business

Response:

Sales Order # [redacted]We have agreed to waive the redelivery charge and thecustomer’s furniture is scheduled for home delivery on 3/**/2015.

Review: I purchased a sofa set from JC. The entire experience was unprofessional and lacked communication. The delivery crew arrived 20 minutes early which was fine. However they slammed my front door, put a whole in the wall and the door stop fell off due to the abrupt entrance. They seemed very rushed. The 3 pieces of furniture that they delivered included a chair, sofa and ottoman. The ottoman was damaged, ripped and had a broken leg which was all visible to the naked eye. The couch however was wobbly. I didn't think much of it at first but they noticed it more I gave it about 1 month before reaching back out to the sales person who advised me to have the repair team come out as I only have 1 year for warranty. The sales person [redacted] who is no longer with the company told me if the arm which was the loose part is repairable they will fix it but if it is broken or the frame is broken it will be replaced. Well, the Repairman took a look and unstapled the upholstery to find that the frame was broken and took pictures. He told me he can band aid it up to make it secure but that it was not a fix just a repair. I declined as I was told if the frame is broken I will get a brand new replacement. The rude customer service team said they will not replace the sofa but send the repairman back to my home to add more wood to make it secure. Once again it is not fixing the problem but covering it up as a work around. I am very unsatisfied with the whole experience and asked if they could just credit me my credit card and pick up the furniture and I will go else where. I have read more then I wanted to about Jennifer Convertibles and how there are so many customers with similar experiences. I would like a brand new replacement or a complete refund. Please let me know if you need corresponding emails and pictures. Thank youDesired Settlement: Replacement or complete refund

Business

Response:

Sales Order # [redacted]The customer spoke with a call center supervisor and hasagreed to accept service on their furniture. A service company will becontacting the customer to schedule a date.

Consumer

Response:

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,

Consumer

Response:

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,

Business

Response:

Sales Order # [redacted]The customer’s furniture is under warranty and industryaccepted standards will be used to complete the repair.

Review: Merchandize purchase a headboard and bed frame purchase less than a year ago for my son broke it is under manufacturer warranty. They have been giving me the run around about repairing this item that cost $100.00 plus tax and delivery 89.00. They referred a subcontractor company they use to repair furniture to come take pics or try to fix [redacted] and this company has canceled several appointments therefore my son has been forced to sleep on the floor. This is completely unacceptableDesired Settlement: Either deliver a new bed within the next week or refund me for the bed and the delivery fee immediately. Also if they decide not to do either please keep this complaint under their Revdex.com file so other consumers are made aware of their lack of customer service and promptness in regards to their products and service.

Business

Response:

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.

Review: I bought a new couch from Jennifer Furniture. After a few weeks, less than a month, it started to shed. I have called numerous times, they sent a representative to take pictures, and I requested a replacement couch. They denied my claim. I sent new pictures showing the continued disintegrate of the couch. I have two mall children and the material is falling off the couch, it is unsafe. I have reached out and was told that they ordered new materials to replace it with. It has been over eight weeks now and nothing. I want the couch removed from my home because the materials is getting on everything and everyone in my apartment. Please help me.Desired Settlement: I want my money back. If that is not possible I want full credit to purchase something else, a different material.

Business

Response:

Sales Order # [redacted]

Authorization to exchange

the sofa for a different model is being processed. Customer should go into the

local showroom to make the reselection.

Consumer

Response:

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.

Review: I HAVE A COUCH I BOUGHT A YEAR AGO. IT IS NOW IN PIECES BROKEN THE WOOD HAS COLLAPSED. THIS HAPPENED 6 MONTHS AFTER I HAVE IT. I HAVE BEEN WRITING COMPLAINTS SINCE THEN. I AM VERY UPSET I SPENT A LOT OF MONEY AND THE COUCH IS BROKENDesired Settlement: THEY DID NOT REPAIR THEY DENIED ME AND CLAIMED IT WAS A CUSTOMER ISSUES. I ALSO SPENT EXTRA MONET ON A WARRENTY FOR NOTHING. I FEEL THEY JUST WANTDED MY MONEY

Business

Response:

Sales Order # unknown

We would like to assist

this consumer but they have provided insufficient or invalid information for us

to locate any sales order history.

In order for us

to assist the consumer please provide a sales order number. This is in the right hand corner of your

receipt; it starts with 2 or 3 letters and then is followed by 5 or 6 numerical

digits. If the consumer is unable to locate their sales receipt they should provide

their full name, address, and home phone number used at the time of purchase.

Consumer

Response:

Review: On 4-**-13, I purchased a Klaius Cassandra Full Sleeper Couch (order [redacted])at the Jennifer Convertibles located at [redacted] from a very knowledgeable salesperson named [redacted]. This was an engagement gift for me. The total purchase price was 1,604.26. I received my couch in May 2013. Normal use of the couch was to sit on and not even daily because I work. In October 2013 the couch began to squeak without reason. I called Customer Service who gave me a 718 number for the repair company. The repair company came on Sunday November **, 2013 around 10 a.m. and stated the cushions were too soft so he would order new ones AND he had to order and replace pieces for the mechanism of the sleeper. The repairman said he would call this order in within the week. On November **, I spoke with a man who identified himself as [redacted]. I asked him if the parts were in. He stated there was no report in the system and he would email the repair company to send in the request for parts. He further stated " you have had the couch since May and first called us in October. I remarked the couch just began squeaking. I also told him my concern. My concern is that there is a 1 year warranty ending in May 2014 and that I was going to move by November ** and the couch will be in storage. I pleaded with him to expedite the repairman's request for parts and if possible to overnight the mechanism parts so the couch can be repaired before it goes to storage or extend my Worry Free Warranty. I requested that someone at Jennifer please contact me today or the next day to let me know the status. He stated someone from Jennifer Convertible Customer Service will call me within 24hrs but the warranty could not be extended. No one has called me since. Today is November ** and I still have not heard from Jennifer Convertible. I decided to call them and a very nice lady named [redacted] assisted me. She stated she sees the repair request for 2 cushions only and not the mechanism piece which I was told was needed to eliminate the squeaking sound. I requested to speak to a [redacted]. I was told one will contact me within 24-48 hrs. I asked for an extended Worry Free Warranty or to return this couch and was told no. I am disappointed with this product. I am very concerned and worried that in GOOD Faith I purchased and paid in full the 1,604.26 and am very dissatisfied with this product and the run around from Jennifer Convertibles. I have a dilemma and I am not getting anywhere with resolving this on my own. I really believe they are not holding up to their Worry Free Warranty since I am very worried about the outcome of this couch. Customer Service does not follow up with its customers. I would like for Jennifer Convertible to refund my credit card and take this defective sleeper couch back. I did not pay for a defective couch that I have to worry about with timely constraints.Desired Settlement: My desired outcome is for Jennifer Convertible to take this couch back at their expense before I move. I have brought my situation and problem to them as soon as the problem occurred and one thing is consistent with Cust Serv, they asked why did I wait to call in October. The couch just began to squeak .Its unfortunate since my partner gave me this engagement gift as our first piece of furniture and we were going to buy other pieces in the future.

Business

Response: