Jennifer Convertibles

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: 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: 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: Purchased four pieces of furniture two months ago and I have yet to receive said furniture (company promised six weeks for delivery). I have made numerous calls and I am getting ran around between the showroom employees. I got the number for the company supervisor and after over thirty calls I was never able to get into contact with him.Desired Settlement: I would like to have my furniture delivered as soon as possible as well as compansation for the extra time it took to deliver.

Business

Response:

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: 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 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 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 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: 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: 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 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: 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 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: 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 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'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: On June **, 2014 I purchased a sectional and a dinning room set from the Jennifer Convertible location on [redacted] in Brooklyn, New York for the amount of $1,829.07 including delivery and taxes. The items in question were scheduled for delivery (delivery charge $179.00) on July **, 2014 between the hours of 1 pm and 6 pm. On July [redacted] 2014, the only item actually delivered was the dinning room set the sectional per the three delivery men was too big to get in the elevator or to carry up the stairs, if they were able to get it up the stairs it would be an additional $5.00 per flight, I live on the [redacted]r so an extra $35.00 not bad but could not guarantee it would fit. My next option was for $300.00 they dismantle the sectional and bring it up piece by piece. I said no to the additional $300.00 because if I decided to purchase a new sectional I would have to pay another $300 for removal. Not once during sales negotiation was I advised to check measurements to see if sectional would fit After speaking with [redacted] who is the [redacted] (and he should work on his customer service skills and tone and manner) for [redacted] location the item was returned and then I would know n a few days if I would receive the full refund for sectional. On Sunday a young lady named [redacted] called and advised I would receive $1,088, the cost of sectional $999 plus tax. I stopped in the store on Monday because I could only purchase from the same location. My concern is now I'm being charged an additional $179.00 for delivery when I asked why I was told charge was set by delivery company they have no control, when I asked for the phone number to call delivery company they have no number and there is no one I can speak to. I called the main office and the person spoke to advised me that in fact [redacted] could make that decision on the delivery charge $179.00 is not the set price for deliveries he then referred me to [redacted] who is the district [redacted] who I left 3 messages and he has not returned any of my calls. I am very disappointed in the service that I have received my initial contact was great with the salesman who actually took my order but since then I am sorry that I ever shopped there in the first place. I shopped there based on a referral from the [redacted] location a friend of mind shops there and she has bought quite a few items. I should have listened to my mother and gone to [redacted]'s or [redacted] she never liked Jennifer Convertibles. I can see why there are so many negative customer service complaints with this company and so many store closings after they take your money they don't care if you were satisfied or not.Desired Settlement: I would like a full refund back to my credit card in the amount of $1,088.00 or full store credit for $1,088.00 where I can shop at the Jennifer Convertible of my choice and not at the [redacted] Location and have the delivery waived for my next purchase

Business

Response:

Sales Order # [redacted]

At the time of purchase the customer was provided with the approximate dimensions

of their furniture purchase. In addition the signed sales order informs the customer

to the following information: Responsibility for the size of the merchandise in

regards to home delivery remains with the buyer.” Every home is unique.

The customer has since reselected to a different model of furniture. As a courtesy

we have waived the normal 30% restocking fee for the original selection. I am

sorry but we are unable also waive the cost of the delivery of the new

furniture selected.

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 was not given the dimensions of the furniture nor was I told to measure the eleveator or front of my door then I would like my full refund so I can purchase my furniture from a different Jennifer Convertibles I do not want to spend my money with the Jennifer Convertibles on [redacted] in [redacted] they are now trying to make me take furniture from them that I have not signed for nor have they given me any dimensions for the new furniture which the response they gave says they did.

[Your Answer Here]

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: [redacted] VIA EMAIL: [redacted] Dear [redacted]:

Today, I spoke with Jennifer Convertibles and was informed that the technician did not find any defects, as I had expected. On ** December 2013, a sofa was reselected from the showroom in Dublin, California on Order No. [redacted] for a total of amount of $1685.96. The original Order No. was [redacted] in the amount of $1969.36.

First and foremost, please try to control [redacted]’s lie(s) on me about my not cooperating with the Company. The sofa is faulty by all means and not worthy of the cost which I have been billed and paid.

I went back into the showroom twice with the pictures of the sofa selected and showed the consultant the sofa placed in my living room. She advised to get a rug. Now, whether it is on a rug or not, the sofa should not be moving and the cushions should be of same size and mesh with one another.

I have complained about this to Customer Service, and they sent a technician out, and the letter I received dated ** March 2014 stated again “that it is up to manufacturer standards and does not require repair and/or replacement.” Since this letter I have called you back and informed you that was not truthful and you had a technician come again on ** April 2014, and he also stated there were not defects. I am sure with every technician that shows up at my door, they will find no defects. So this type of behavior with a merchant is very shady to me when no defects are found, and in my home they are in agreement with me, and then it becomes non-existent as a problem or defect. I have the pictures of all DEFECTS with this sectional and, I would be more than happy to share them with you, Revdex.com, Consumer Affairs and/or the news media or through legal channels, that investigates these type of fraudulent mishaps. The honesty with retailers and customers should be one of trust, and since I have been dealing with this since the furniture was originally purchased, there is no trust at this point.

The sectional sofa does not function properly; it will not remain in one place and the ends do not mesh together. Also, there is an issue with the pillows/cushions that are incorrectly sized which allows them not to fit perfectly. I am very disappointed because I am been the proud owner of two prior sectionals and I have never in this lifetime seen problems that are existing with this furniture.

.

To resolve the problem, I would appreciate a full refund of all monies paid to GE. Please don’t hesitate to contact me in reference to documents or pictures at the address stated above.

I look forward to a speedy resolution of this problem. You may contact me at the address above or email me at [redacted].your reply and to the resolution of my problem. I will wait fifteen (15) days from the date the technician arrived on ** April 2014. If the resolution can’t be resolved in my favor, I will seek assistance from either the Revdex.com, and/or Consumer Protection through the local news media.

I would also appreciate the technicians not agree with me, and then lie that no defect exists as in your previous letter dated ** March 2014.

The Sale of Goods Act 1979 says “that any goods you buy from a trader must be:

• of satisfactory quality

• fit for purpose

• match any description given.”

I have tried to work with Jennifer Convertibles, but I know that this sofa does not have the above stated, and I should have the right to return the sofa and get all my money refunded (including delivery).

There is nothing in your showroom that will satisfy me, nor fit for the purposes specified and described, because what is shown on the showroom floor is not what is delivered to my house. I have never seen a lounger of a sectional not stay in place under the cushions, nor fall almost to the floor. I was advised by the showroom consultant to place a rug under the sofa to keep in place, but why would I need to do that if it is a quality sofa. By the way, to prove this theory of the sofa not moving, I did just that, I placed a rug under the sofa and it still moves.

Again, I placed a call to the [redacted] for him to once more tell me to call “Claims”. No service after the sale or a “what may I do to make your happy. Once more, I have furniture that was delivered of poor quality, unfit for the purpose that it is specifically made for, and I believe that I have the right to reject it and claim a refund of all monies paid. The technicians that have both been sent out “state there is no defect” with this item, and are wrong because they have taken the pictures and even a blind man could sit on the sofa and feel the cushions drop beneath where they are supposed to be. This resolution has been poorly carried out, and it has also taken an unreasonable length of time whereby I have experienced a significant inconvenience and embarrassment.

Sincerely yours, [redacted] -Desired Settlement: Sofa to be returned and my account credited for all monies paid to them.

Business

Response:

Sales Order # [redacted] / [redacted]

I am sorry but we are unable to offer this customer second exchange

or a refund of the purchase. In the past we agreed to allow the customer to reselect

to a different model / set altogether, as a courtesy. We absorbed all delivery,

pick up, and liquidation / costs of the first set associated with that

reselection. Normally there are no refunds or exchanges on delivered furniture.

The modular that is currently in the customer’s home has been inspected by 2

different technicians. Both techs found the furniture currently in the customer’s

home to be up to factory specifications. The issue the customer has is a personal

perception, not manufacturer defects.

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 only resolve Jennifer Convertibles can come up with is, "PERSONAL PREFERANCE/" so not fight. If this was personal preferece then I would be happy with pieces that travel all over the room and cushions hanging off the sofa. Imagine having company, and they are about to fall of the sectional because the pillows have moved also.

Again, this furniture is unacceptable because 1) one part of the sectional does not mesh as the others do; 2) cushions are not appropriate size to sectional (they hang off); and 3) the sectional moves all over the place. To me as a consumer the quality of goods from this manufacturer is so unacceptable and of cheap quality.

Yes,I admit they allowed my to select another priece only because when delivered, the tables would not come clean; one table had plastic burned under the bottom that would not come off' and, the sofa had cuts in it. Suprisingly enough,

those pieces stayed in one place, it was just the quality of the workmanship. I have documentation sent by Jennifer Convertibles stating that piece had stains on it, but how could it, when it was still tagged and it was cheap bonded leather!

I don't know what type of game this company is playing but this sectional does not meet the standards of any sectional that I have had in the past, nor does this company play fair.

If need be, I will absorb the charges, they just need to come and pick up their furniture and this time with no replacement, just a refund. Even as I see from the two technicians that came out, these are lies.

I am able to send pics of everything, so that the Revdex.com can make this call, because the company does not want to lose on this and they are making sure they do everything underhandedly. Well, I guess I won't be making any referrals to this company.

What I have stated in this response is true and correct.

Best regards,

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

Sincerely,

Business

Response:

Sales Order # [redacted]

We stand by our previous

response. The furniture is up to factory specs and is not defective.

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.