Jennifer Convertibles

Review: I purchased a couch from Jennifer Convertibles on 3/**/2009 as well as the company's "UpholsterySHIELD Fabric/Leather Protection Plan". This "protection plan" supposedly was to provide me with, 1. Professional cleaning and spot removal2. If the stain persists, a stain professional by authorized technician would return and attempt to remove again. 3. If the stain could not be removed, the couch would be replaced (or the stained fabric). If the fabric was not available I would be able to receive a replacement couch in equal original value. However, I have repeatedly contacted Jennifer Convertibles regarding beverage stains and received terrible serving (non-returned calls, rude managers, etc...) Eventually, they sent out a service provider to clean the stain and the provider informed me that they could not remove it and would advise corporate. After a month of hearing nothing, I followed up with Jennifer convertibles. I was then told they will not replace the couch given "delays" from the time the stain arrived and they requested I send photos of said stain. I sent in photos and was denied servicing. A while later I called for servicing on another stain at which point the service provider told me he is a contractor for a 3rd party, but every time he services a Jennifer Convertibles claim, customers are upset that Jennifer Convertibles does not operate in a manner consistent with the agreements the consumers purchased. The fact of the matter is that I called Jennifer Convertibles immediately after the first and second stains appear and did not receive return calls for several days. This is not my fault and I should not be penalized for it. Further, the number provided to me at the time of purchase was disconnected less than a year later and resulted in me having to chase down alternate numbers and visit branch stores to finally speak to someone.This company operates in an unprofessional manner and does not uphold contracts.Desired Settlement: Replacement of furniture given stain.

Business

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: 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: Paid a deposit of $ 370.98 . Never got the furniture or reimbursed for the deposit. Made several attempts to no avail. Was told that a delivery charge would be deducted from that amount but I never set a delivery date. In order to set a date the balance would have had to be paid in which it wasn't however someone did set a date that I knew nothing about.So I was refused any of my money if I wasn't willing to accept the amount after the charge was taken.The order number is [redacted]Desired Settlement: I would like to receive a refund of the full amount of the deposit I put on the furniture I never received.And never to do business with this company again. And for management to correct the way they handle this situation . If at all possible I should be compensated for the amount of time I've waited .

Business

Response:

Sales Order # [redacted]

We don’t show having any contact with this customer since March 2011.

I will have a customer care supervisor call this customer to see what

options / assistance we can offer.

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 haven't spoken to anyone from the business since the complaint was filed.

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

Sincerely,

Business

Response:

Sales Order # [redacted]Until we received this Revdex.com complaint we had not spoken tothis customer in about 4 years. We have offered to refund the customer’s deposit amount fromMarch 2010 minus the cost of the delivery the customer was not home to receivein June 2010. The customer has refused our offer and we can’t process therefund without the customer providing us with their complete Visa Account number. If the customer changes her mind please call our national call center at ###-###-#### with the necessary information to process the refund.

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 don't feel that it is far to offer me a refund minus a delivery charge that I did not agree to . I did not agree to a delivery date which led to this situation in the first place. I don't have any of their merchandise but they have my money. And yes I have made several attempts to get my deposit over the past 4 years to no avail. I have names and dates of people I've spoken with . Why should I settle for this when I'm right to want all of my money since I don't have any if your merchandise?

I don't know if small claims court would be a better place to settle this matter .

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

Sincerely,

Review: I ordered a couch at Jennifer Convertibles, that took 2 months to receive. When it was delivered the couch had a tear on it and a black mark. The delivery people called customer service and they told me I can have the couch reupholstered or they would take it back. I chose to reupholster it. I asked for a refund of delivery charges the claims center said they do not deal with that but offered me a $50 store credit which I refused. The delivery charges were approximately $194.66. There is a list of things they were going to charge me for if the delivery did not go well. The gave me the number and name of the regional manager: [redacted] at ###-###-#### who I left a message for 3 times. Then I called the [redacted] showroom two times to ask how to get in touch with him two woman one by the name of [redacted] told me that he would get back to me by the end of the day that was [redacted] and[redacted]. It is now[redacted]. I also let them know I would be contacting the Revdex.com. I feel that at minimum I should be refunded in full not a store credit for my delivery.Desired Settlement: I want a feel refund of my approximate 194.66 (179 + tax) delivery charge either by check or on my credit card.

Business

Response:

Sales Order # [redacted]At the point of delivery the customer was given the optionof refusing the delivery or allowing service / replacement of the damagedcomponent in home. The component was ordered and shipped to the customer from themanufacturer. A service company has been assigned to install the new component.

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]

It still does not answer why no one returned my phone call. I believe due to their bad service my delivery charge should be refunded! I know the couch is getting fixed but I should be compensated for the stress and bad service.

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:

I understand the service was rendered, but I'm paying for a delivery charge that was not done right. No one can return a phone call to discuss this. I had to deal with all this stress and you cannot refund at least my delivery charge.

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

Sincerely,

Business

Response:

Sales Order # [redacted]All contact with this customer appears to be via email, onmultiple occasions. We were unable to offer the customer a discount off of thispurchase. We did offer to send a certificate for $50.00 off a future purchase.The customer refused our offer. The new component received from the factory wasinstalled on 2/**/15 completing our promise, made on delivery day, to servicethe furniture to factory specs.

Review: On May **th we purchased a love seat and sofa from this company's Dublin CA showroom. We were "strongly encouraged" to purchase the Guardsman Fabric Warranty for an additional $217.98. 1) May ** - I went back to the store for a refund 2 days later after reading many negative reviews of this warranty. The same salesperson was there and told me that she has no authority to do this but would have the manager call me to arrange it. 2) July ** - after repeated calls to the showroom, he called me at work. He told me it was something he couldn't do, but that he would email corporate to arrange it but to do so via email. After our verbal conversation, I sent an email with the request on July **th as he requested after.3) July** - I sent a followup email.4) July ** - He emailed an apology and blamed the mix-up on corporate. He told me he'd mail the release forms.5) August ** - Still no credit.6) August ** - I called the showroom and emailed them and was told he was off that day and would get back to me on the **th.7) August ** - Mr. [redacted] says he emailed the forms to my Comcast email account. (I DON"T HAVE COMCAST)8) August ** - Mr. [redacted] emailed me the forms to my correct email address.9) August ** - I emailed and faxed the forms.10) August ** - Got another email that they needed my CC number again. I called the number listed and left it on their corporate voicemail.11) August ** - Still no credit, so I emailed to see if he'd gotten the email address. He said no. So I emailed him to call me at work since I won't email my card number over the internet. No callIt's been 88 days since I've asked for a refund. BASED ON MY EXPERIENCE THIS COMPANY IS NOT LEGITIMATE AND WILL NOT PROVIDE ANY LEVEL OF CUSTOMER SERVICE AFTER THEY GET YOUR MONEY. Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund I REQUEST A REFUND WITH INTEREST.

Business

Response:

Review: I purchased a bonded leather sofa from jennifer convertibles on may **,2010 and after a while I notice my leather on my throw pillows were peeling off I did contact jennifer's customer service department by e-mail and they are giving me a hard time and yes I have a guardsman leather/fabric protection plan but the peeling of the pillows is not my fault. I want the company to send the same exact throw pillows for free in the mail I do not want my money back.my order number is [redacted].Desired Settlement: I want the company to send me new throw pillows for my couch I do not a refund because I like those pillows I just want them not to be peeling.

Business

Response:

Review: I have a Lifetime upholstery shield warranty in which they are telling me that they do not guarantee any more. I would like the product fixed replaced or my money refunded. I was never given notice when I bought the warranty that it would end at anytime.

Thanks

[redacted] ([redacted]) [redacted]Desired Settlement: I would like the item repaired replaced or a refund of the money paid.

Thanks

Business

Response:

Sales Order # [redacted]

The customer was contacted by a call center supervisor. We

agreed to send the customer a release for signature to authorize us to cancel

and refund the cost of the Upholstery Shield plan. A refund will be issued

within 14 days of the return of the signed form.

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,

Review: Dear Representative:

We really have more than one category of complaint against this business. Aside from a sales presentation that misrepresents the product, it was a sales presentation that misrepresents the service.

We sent them the following e mail message on [redacted], November **, 2014:

Dear Customer Service Representative [redacted]:

I requested and received your contact information from the [redacted] and [redacted] store. I am having a real problem with a couch I purchased.

I have purchased a black couch, which I believed was pure leather, as the other two I have purchased, also from Jennifer. I am extremely dissatisfied because recently the couch in question has begun to peel excessively, leaving a cloth underlying layer. It is NOT leather. It is FAKE. We were given to understand that it was constructed of leather. We even purchased an upholstery shield leather protection plan for at the time of paying for the couch. See attached invoice. (It was attached to the e mail.)

Although I understand that the guarantee is not supposed to guarantee peeling, the extent of this peeling in less than three years shows that it is very shoddy merchandise. Furthermore, in retrospect, it seems that your company knew in advance that this is extremely likely to happen, as shown by the exclusion of the condition of peeling as part of the purchased guarantee. I don't have to advise other people against shopping at Jennifer, but if this is not resolved, I will have no choice but to do so.

Years ago, we bought two other similar black leather couches from Jennifer, and they clearly outlasted in every way the couch which is the subject of this e mail, of which a video is attached. (We also attached the photo of the couch in question to the e mail.)

We would expect to be compensated due to the fraudulent nature of the sale. Thank you very much in advance for your understanding and cooperation.

Sincerely, ** P.S. We tried to call the cr as listed on the internet, and as advised as correct by one of your salesmen on [redacted] and [redacted],

###-###-####, and the outgoing message stated, "Your call cannot be completed as dialed due to restrictions on the line or a wrong access code. Please try your call again later or call your business office." This is poor customer service.

The customer representative, as identified as [redacted], ###-###-####, extension [redacted], would not acknowledge any validity of our claims; she only offered a 50% discount coupon for a new purchase. This, too, is part of the scam. I looked online, and found that another woman had the same offer, and when she went to redeem the coupon, the store representative jacked up the price significantly. I cannot consider buying any more products not correctly represented by this company, and the 50% discount coupon is WORTHLESS for that reason alone. In addition, in order to recoup my $1,049 loss, I would have to spend on a piece of furniture twice as expensive to benefit from the 50% discount, which as I said, is a piece of garbage. Additionally, they knew in advance that this peeling would occur, and purposely excluded it from the contract for the upholstery shield leather protection plan, which cost $99.99.

In addition, the underside cloth of each of the three pillows have a piece of [redacted] attached to it, and the cloth, being gauzy, is very fragile. It rips whenever the pillows are removed from the couch.

In looking online, I see hundreds of complaints against this company in the last ten years, including one filed by [redacted] in 2004. In the online article, the [redacted] writes an article about a court order against them. "[redacted]"

Link: [redacted] This company has lost ALL credibility in my eyes. This was also covered on [redacted] by [redacted] on [redacted] ([redacted]). The video speaks for itself.

Furthermore, in 1998, the [redacted] reports: [redacted] Published: June **, 1998

Link: [redacted] This company has lost ALL credibility in our eyes. Please understand that this money is very important to us as we are not at all in a position to simply "forget it." My husband and I work VERY HARD for our money, and this is a major set back for us, financially.

Thank you for your attention to this matter.

Sincerely, **Desired Settlement: My husband and I would like a full refund, as this sale was based completely on a fraudulent claim; that the item was leather; but because it was in tiny print that it was BONDED leather, we should have known better!! The average person does NOT think of bonded leather as cheap garbage glued onto cloth. It is not even real leather; it is VINYL!!! Additionally, they sold us a five-year guarantee on the LEATHER, which does NOT COVER CRACKING OR PEELING. The exception is what the knew in advance.

We always trusted them, because we bought our last 2 couches there years ago, identical LOOKING to this one, and never had a problem, and did not suspect a reason for a problem.

We therefore want a FULL REFUND for the $1,049 we paid in CASH!

Business

Response:

Sales Order # [redacted]We are pleased to inform you that we resolved this complaintto the customer’s satisfaction. Although the issue is not covered we refundingthe customer 50% of the retail purchase price, as a courtesy.

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,

Review: I did an in house purchase on September [redacted] 2015, at Jennifer Convertible @ [redacted]. I purchased an Sectional for $1502.46. agreement date for delivery was Wednesday September [redacted] 2015. Mr Shawn B[redacted] the General Manager, who was the sale person assured me that the furniture will be delivered and setup... I had my daughter stay at the house, to allow entry to the apartment. They delivery men did come, they delivered an incomplete sectional (partial section) and a huge sofa coach, which does not go with the sectional at all. Now if they would have set it up, they would have realized that they brought the wrong pieces(furniture), and taken it back. but instead they didnt and just left the furniture in my living room and departed. Now, my daughter is not aware what I purchase and just assume that what it was. I called the store, numberous times and spoke to a gentleman they who stated Mr. Shawn B[redacted] is not available, Today, September [redacted] 2015, I called numberous times and now I can not get through, nor have they tried to reach out to me to correct this situation.... So I am stuck with an INCOMPLETE sectional, and a HUGE SOFA COACH that I did not order.......I would like a full refund and they can take their time picking up the furniture as they are taking their time rectifying this situation.Desired Settlement: to resolve it within a day or two, which is unlikely.. I want a REFUND

Business

Response:

Sales Order # [redacted]The customer has been contacted and the issue has beenbrought to closure.

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,

Review: The all-leather (semi-aniline dyed) sofa bed unit was purchased on 01/**/2008 for $1,809.83 The price included UpholsteryShield Fabric/Leather Protection Plan. The sales rep at the [redacted] store stated that if the leather could be repaired through a re-upholstery method, I would be allowed select a new unit for the same price or less on the basis that warranty was for 'life-time' protection.The top layer of leather on the cushions, front, top and rear sides of the backrest over a period of a year started to show very small cracks and peeling exposing lighter color second layer underneath the top layer. After about another year the lighter layer started to show very small cracks and peeling exposing darker color third layer underneath the second layer. In February 2010, the customer service rep scheduled for a furniture technician to make an in-home visit a week later, to inspect the sofa bed leather. After, the inspection the technician stated that the cracking and peeling not covered under the warranty that for which at the time of purchase was asked to to pay an additional fee. The in-store rep denied that I 'qualified' for a replacement unit on the basis of the technician's report.Desired Settlement: I want from Jennifer Convertibles Inc. within 30 days of their agreement in writing to a refund in the amount of $1,369.97 in the form of a check (not post-dated) to be mailed:The refund check would be itemized for the following charges:$1,169.99 the sofa bed unit. $ 99.99 UpholsteryShield Fabric/Leather Protection Plan (the price paid served no purpose). $ 99.99 the delivery charge. $1,369.97 Total refund amount.

Business

Response:

Review: I purchased a lifetime warranty for my sofa that has not been honored, and now the number is disconnected.

I have called the Jennifer leather customer cr 3 times and have asked to have a repair technician come to fix my sofa for which I purchased a lifetime warranty for. I have had one repair done a couple of years ago, and each time I call for this recent repair, they "verify " all my information, and have my current address, number, etc, and say that a tecnician will call me within a week to schedule a visit, but nobody ever calls me! Now I am trying to reach them yet again, but there is no number that connects to anybody.Desired Settlement: I want to have my sofa replaced or the amount refunded to me, as the damage has progressed because nobody will come to repair.

Business

Response:

Sales Order # [redacted]

The furniture was purchased in 2006 in New York City. Although the customer is out

of warranty for peeling and has moved the furniture to a state we have never

had a presence in I will have a customer care [redacted] contact this customer

to see what assistance we can offer.

Review: On 05-**-14 I went to Jennifer Convertib[redacted] to look for a sofa set. The sa[redacted] person that was "helping" me was [redacted] (who is no longer with the company). I specifically told him that the sofa set I wanted to purchase might be a problem do to the size of the sofa and that my stair case is a little narrow. He reassured me not to worry that the delivery crew know what they're doing and they can get any couch anywhere. So I believed him. The original delivery date was for 06-**-14, but I then called and changed it to that Sunday 06-**-14. When the delivery showed up I went upstairs into the apartment not to be in there way. 5 Minutes after they showed up they call me down stairs to tell me that the couch was to big to get it upstairs. I can't say that they even tried. So after being on the phone with their dispatcher I agreed to send the couch back for a later delivery date. I called the head supervisor at Jennifer Convertib[redacted] at ###-###-####. I got nothing but attitude! Insinuating that all this was my fault and that [redacted] never assured me that they can get the couch upstairs. (So he pretty much called me a liar)He said that I should have check the invoice for the measurements of the couch to make sure that it would fit. After I told him that [redacted] never wrote down the measurements he insisted that it was my fault and that there was nothing he can do. So the store manager where I got the couches from Alex call me to reschedule another delivery date. We agreed on 07-**-14. I tried calling the store on Saturday the [redacted] but all day there was no answer. Well that day came and went and no delivery. Nor did I get a phone call!! Nothing!!!! Today 07-**-14 I called [redacted] again after leaving him a message to call me yesterday and he tells me that the couch was taking off the truck and he doesn't know exactly why. This has been the worst experience I have ever had with any company! No matter who I speak to they give me nothing but attitude and as if I'm bothering them.Desired Settlement: Because I was waiting for a delivery that never came nor did I get a phone call that it was not coming I want all delivery fees waved.

Business

Response:

Sales Order # [redacted]

We apologize but responsibility for the size of the merchandise in regards to home

delivery remains with the buyer as every home is unique. As a courtesy, the cost

of the delivery was discounted by $145.56 for this customer. No additional

discounts can offered to this customer.

Review: On [redacted] December 2014 I purchased "Sienna Right Arm Facing Chaise End Sleeper Sectional" and paid a total of $1233.62. Before making the purchase on that day the salesman promised the delivery within a week.

Two days later the same person called me and informs the delivery will take 5 weeks. I told them its not acceptable that you trick the customer in to buying and make them wait for such a long period after they leave the store.

I told the customer service / store manager and all others who answered my calls that "my wife is pregnant and she has been sitting on a chair. This is hurting her back and legs, hence we need the sofa delivered at the earliest. After numerous phone calls they still did not make any exceptions and delayed the delivery by another 2 weeks. Finally they confirmed the delivery will be made on [redacted] February 2015.

on [redacted] February they delivered the sofa and I found out that it is in a broken condition. It was mishandled by the delivery men and I refused to accept the product.

I called the Connecticut office and spoke to [redacted] again, she says now I have to wait for another 6 weeks for the sofa.

I am tired of dealing with Jennifer Convertibles for this order.

Please help.Desired Settlement: I need Jennifer Convertibles to deliver the sofa bed with in the next 2 weeks and give me a partial refund on this product for putting me through this unwanted stress.

Business

Response:

Sales Order # CTS [redacted] / [redacted]We have since come to a resolution with this customer. We ordered a new sectional in a more expensive color, with a faster ship time, at no additional charge to the customer.

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:

They have agreed to send me a new couch which is $100 more expensive than the previous one, I have accepted that offer. They have not yet confirmed to me when it will be delivered.Their response was very vague, as of now I don't know when it will be delivered. This is how the last two months have passed by.They initially offered me a refund of $40 for all the delays caused by them. Later when they offered the new couch which is $100 expensive, they deducted the $40 out of that.So in reality I am not reimbursed in anyways for the pain and delay that I have gone through.I am still waiting for the delivery date. My question to Jennifer convertibles is very simple, "is delivering a sofa bed that difficult in this age ?"

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

[redacted] %

Review: My husband and purchased 6 dining room chairs on 09/**/2015 they were delivered 09/**/2015 When the chairs arrived we were not satisfied at all and the delivery guys were fully aware of this but they were doing their best to fix the problem. The chairs came and were scratched and the driver came in with a furniture pen and started inking the spots. Then the chairs were not leveling on the floor so I did ask him to take them back and he eventually convinced me to keep them. Well my husband s legs don't fit under the table so this was the last of it I was fed up by then. I go to there website on there return policy and it states that " Your satisfaction is our goal. if you are not totally satisfied with your purchase you may return it within 5 days of delivery by calling us at [redacted]" Well that's a lie I contacted the store and he stated that there are no returns or refunds and suggested I call there customer service and I did . I spoke to Meryl and she refused to honor their policy by telling me its online orders only. I was well within my 5 days and not a satisfied customer. I've purchased furniture before and I really never had a problem but they just made another unsatisfied customer and I will never purchase anything from them again. Way to go Jennifer so very disappointing 1000.00 down the drain.Desired Settlement: I would like them to honor their policy and take back these chairs and give me my money back.

Business

Response:

Sales Order # [redacted]The customer is scheduled for service on 10/*/15. Thecustomer would be entitled to an exchange if the furniture is found to be initiallydefective and a minor adjustment by the technician is not possible by theonsite technician. We await the results of that visit.

Review: July * 2012 I thought I purchased a leather couch from Jennifer leather---instead I was sold what is called "bonded leather"===which has been peeling/cracking 6 months after purchase. Bonded leather is a term used for partially synthetic leather (generally polyurethane or vinyl), mechanically processed to give the appearance of leather. The leather research laboratory has said that calling this leather product "bonded leather" is deceptive because it does not represent its true nature. Its a vinyl, or a polyurethane laminate or a composite, but its not leather. At the time of purchase I was not informed that this was "bonded leather"...and the bill of sale does not indicate the same. A Jennifer rep has come out to take pictures of the damage with a follow up letter dated may ** 2012 that they will replaced the components of the couch ---4-6 weeks for domestically produced goods and 10-12 for imports----Note---this "bonded leather" was made in china. My 1 yr warranty expires july * 2013-----I donot want Jennifer leather to replace the peeling/cracking components with the same so called "bonded leather"-----and what happens when my warranty expires and the cracking/peeling happens again with the replacements.Desired Settlement: I would like a full refund and the furniture removed

Business

Response:

Review: I bought a brand new sofa which was delivered with a tear on front of sofa which was noted at time of delivery. Had option at time to send back or have them send repair person. Delivery person suggested not to send back because would be a nightmare to get another one so we opted for repair.Delivery was on 9/*/13. Still with torn sofa. They were supposed to contact after 5 days to schedule. Never did. We called them they told us to send pictures of damage( which we did) and they would get back to us in 72hrs. They never got back to us so we called yesterday and now they want more pictures. I realized this is crazy that I should have this much aggravation so I called customer service this morning and told them I purchased a brand new sofa with the understanding that it would be an undamaged brand new sofa and this is not worth the aggravation and I would like them to swap out the sofa with an undamaged one. They told me they will not do that, we accepted damaged merchandise on delivery so we have to keep it and its my problem. Person told me my husband accepted delivery so I should be upset with him and not their company that sent me the damaged product! REALLY? They now want to send a tech to survey the damage then send him back again for repair if possible. I would like them to swap the sofa for an undamaged one which is what I paid for originally. They have my payment and I have aggravation and damaged merchandise!Desired Settlement: I would like them to swap the sofa out for an undamaged on.

Business

Response:

Review: I purchased a couch that, within months, began to peel. Peeling is not under the warrantee, which would be fine if the peeling were due to use/overuse. The problem is that I know (and I'm sure you know, and they know) that peeling runs rampant in all of their microfiber-leather/leather -- these couches are clearly defective. I would understand if we purchased it for a very very cheap price, but we spent more with the hope of receiving better quality. PLEASE help us. PLEASE! They were on the Today Show about this for goodness sake -- they're very obviously selling defective couches. They've offered to replace the parts that are peeling but when I asked if the next pieces would have the same problem, they said they probably would. HELP!Desired Settlement: Considering that the couch is defective (as demonstrated by all the other customers suffering), I think we are deserving of a refund.

Business

Response:

Review: I purchased a leather sectional from Jennifer Convertibles February 2010, and I also purchased the 5 year warranty along with the sofa. June 2013, I noticed the leather was beginning to peel away. So I called the company that holds the warranty which is Guardsmans. They told me that the damage is not covered under the warranty, and that I need to contact Jennifer Convertibles to report a claim because it is a manufacturing issue, which I did. I received a letter dated August **, 2013 from Jennifer Convertiables stating the parts for my sofa have been ordered. If the were domestic it could be 4 to 6 weeks and if they were imports it could up 14 weeks. The weeks have gone by, and I have not received anything. In October 2013, I called customer service to find out when would receive the parts and was told they were coming from overseas. So finally today, it is now the middle of December, and the new year is approaching, I called customer service once more and was told the parts are still on order.Desired Settlement: I would a refund or replacement sofa.

Business

Response:

Review: I purchased a couch from Jennifer Convertibles, and among other things they resold my bought and paid for couch, without my knowledge or consent.

I ordered a couch from '[redacted]' at Jennifer Convertibles ([redacted]) on 12-**-14. (order #[redacted]/Model #1300039?) I paid $870.99 via Debit card (same as cash) that very day. When it was delivered on 1-*-15 it would not fit through my doorway so I was given the option to pay an extra $199 to have it broken down and rebuilt inside my apt. I had to think about this so I called the store to get ALL of my options. [redacted] was unsure how to help further so she referred me to "corporate" where I got ahold of someone in billing who told me they couldn't help me but would give me the number to their [redacted] (?). I called [redacted] and left a message. A few hours later [redacted] called and explained my options, (have it broken down into pieces or pick a smaller couch) and said I had time to think about it as the mishap with the delivery would have to be processed over the weekend and I could call Monday and give them my decision. I thought it over and decided to go for the $199 Break down fee, however, when I called on Monday [redacted] told me that after processing the order my couch was no longer available. This being the same couch I had already purchased from them and paid for in full. She said I could have the same couch but it wouldn't be in stock for 3 weeks. At this point I had been sitting on the floor of my apartment for so many weeks with no couch that I was willing to just pick a new couch and not argue anymore. So I let the fact that they sold my 100% bought and paid for property without my knowledge or consent slide. I went back into the store to pick a new couch on 1-*-15 and brought a measuring tape this time. I spoke to, (I think his name was) [redacted], who had just transferred from another store and couldn't believe that the co. had sold my property right out from under me. He said he would do what he could to rectify the situation and call corporate for me and get back to me right away. I didn't hear from him at all that day. The next day I called HIM instead and he said he had gotten corporates number for me yesterday and gave me the number. I called corporate and explained my situation. They said they didn't handle situations like that but they could give my number to the [redacted] and he could help. I told them LES was the one who told me to wait until Monday but regardless I would love for him to call me. I NEVER RECEIVED A CALL FROM [redacted]. I officially ordered the new couch choice on 1-*-15 (order #[redacted]/Model #9530139) via phone with [redacted] who told me I needed to come in to sign the paperwork and then everything would be processed. I went in that evening and spoke to an [redacted] gentleman (who had trouble finding my paperwork) and signed then for my 2nd choice of couch (which to be fair I WAS told would be a 2 week wait). I asked him to please process the order RIGHT IN FRONT OF ME. and he said he had to wait for [redacted] to do it. I did not ask him why. I just accepted that as truth. I watched him write a note for [redacted] to call me the next morning and confirm everything was being processed and moving forward. She never called. I called HER on 1-**-15 and reminded her of the note and she said she didn't NEED to call me because it was already processed before I signed. I have heard nothing from the company since 1-**-15 (or rather I have not gone out of my way to contact them as seems to be the standard with this branch) and so I went into the store on 1-**-15 and asked about my order. I was told by [redacted] that it had NOT been processed after all and nothing was currently being done to deliver my couch even after [redacted] ASSURED me that everything was processed the day of 1-*-15. I cannot express enough how unprofessional every single person I have spoken with (or been trying to speak with anyways [redacted]) has been. my couch should have NEVER been sold afteDesired Settlement: I want the 2nd couch I have signed for (order #[redacted]/Model #9530139) and I want it delivered ASAP with NO DELIVERY CHARGE. Also I would like a refund of at least 20% of my purchase for the troubles this company has put me through.

I was initially told that I would not be able to get a full refund as there was a "restocking" fee of 30%. How can there be a restocking fee for a couch that I purchased that is no longer available? What are you restocking? THEREFORE, if none of the above options

Business

Response:

Sales Order # [redacted]At the time of purchasethe consumer was provided with the approximate dimensions of their furniturepurchase. In addition the signed sales order informs the consumer of thefollowing information: “Disassembly charge: $199.99. Responsibility for thesize of the merchandise in regards to home delivery remains with the buyer.” Every home is unique. In this particular instance a hallway in the customer’s home was found to be toonarrow to complete the delivery of the sofa bed. A delivery supervisor spoke tothe consumer at the time of the delivery and confirmed with the consumer thatit would not fit. The customer has since reselected to a different model sofa bed. Normally the customer would be responsiblefor a restocking fee of 30% plus the cost of the “no-fit” delivery. As acourtesy, management waived all costs of the reselection.

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]

The business failed to mention in their response that they sold my bought and paid for property without my knowledge or consent after the couch would not fit. They have also been extremely unhelpful in regards to communications since their mistake. I am still waiting to hear back from [redacted] after leaving multiple messages with his team at the [redacted] branch to have him contact me as well as leaving him a personal message from myself after finally tracking down his extension. I was eventually given a delivery date on Thursday 1/**/15. Rather convenient considering I have heard nothing at all from the company (even when I ask directly) until after I had taken steps to announce their mistakes publicly. Perhaps it is merely a coincidence but I find that hard to believe considering the day I wrote to Revdex.com (1/**) I was told it would still be a 2 week wait just to get my delivery date. Regardless this particular branches practices are unprofessional and I would still like for the general public to know the situation. I would also still love a call from [redacted]. i'm not holding my breath on that one though. He seems to be making a real effort to avoid me. In my opinion the company should hire management that can HANDLE situations. Not ignore them.

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

Sincerely,