Jennifer Convertibles

Review: SCAM SCAM SCAM SCAM SCAM SCAM SCAM SCAM SCAM SCAM SCAM SCAM SCAM SCAM!!

Save your self the agony of purchasing defective items at an over priced rate. I purchased a king sized mattress in June of 2014 which cost me well over 1000 dollars. From the very first night that I laid on this mattress, I noticed that I was sleeping on a decline. The top middle of the bed had a large dent. It felt really awkward and I woke up with sever back pains. I immediately called their claim center to address this problem. This company knowingly sold me a defective item that causes me unnecessary pain and suffering!!!!

Since 2014, I’ve filed THREE claims and all of them got decline. The company claimed that the indent was not severe enough to be fixed. Essentially, they acknowledged the fact that they delivered me a defective item but refuse to do anything about it because they felt it wasn’t broken enough to need fixing. Well they are not the ones sleeping on this spine damaging bed so how can they properly assess what is deemed “broken enough”.

On the first inspection 07/**/14, (1) the report claimed that the indent was only 1 ¼ inches deep and they only repair mattress that are more than 2 inches deep. They advised me to wait a few months and call back when the indent gets worst. At the second inspection 10/**/14, (2) they claimed that the indent was now 1 ¾ inches deep. Great so in a few months they would have to honor their warranty when it reaches 2 inches deep right? Wrong! After the third inspection 11/**/14, (3) they stated the indent was now less than 1 inch deep and now they only cover for indents over 2 ½ inches deep.

So after sleeping uncomfortably on this mattress for months, it had somehow defied gravity and un-indented itself AND they decided to increase the inches of regression that qualities for the repair by another half an inch! I asked for a copy of the inspection but that also was denied. They claimed that it was against their policy to send the reports to their customers. Fine, then I asked them to fax over a copy of the terms and conditions for the warranty of that mattress on 11/**, 11/** and 11/**. I’ve asked them to fax it over three times and every time they state that they will fax it over by the end of the day and still nothing! It is now June of 2015 and I haven’t heard or received anything back from them since Mid November. I will not put this to rest until they have found a resolution for my concern. If they cannot, I have no other recourse, but to file a civil lawsuit.

It is unlawful to knowingly sell someone a defective item claiming that it is in new condition regardless of what their warranty states.Desired Settlement: I want a refund or exchange on this defective item.

Business

Response:

Sales Order # [redacted]We had 2 separate factory authorized technicians out to thecustomer home to inspect the mattress. Each of them found the customer’smattress to be within factory specifications.

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:

Response doesn't explain why I cannot get a copy of the inspection report. It doesn't explain why Jennifer Convertible will only cover indents that are 2.5 inches deep when the manufacturer will accept indents at 1.5 inches deep. The inspection report must be wrong, I don't believe a defective mattress can un-sagg itself an entire 1 inch after having laid on it for several months.

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

Sincerely,

Business

Response:

Sales Order # [redacted]The guidelines we use todetermine defects in a mattress or box spring are provided by the manufacturer(Sealy). Although we normally do not provide internal work documents to thepublic, I have made an exception in this case. (Copy Attached) As noted in ourprevious response 2 different techs reported their findings. Both reports werewithin the specs provided by the factory for normal use.

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,

Review: Hi I purchased the couch on February [redacted], 2014. I put in a complaint as the mattress delivered was infact defective. I ordered a memory foam matteress and the mattress delivered was definetly not memory foam. Due to the defective mattress, the cushions became concaved and the couch has a dip in the middle. The love seat arm is loose. I scheduled an appt with an inspector who came and took pictures and stated that the mattress was infact defective and the reason the cushions were sinking. I was told that the necessary parts were ordered and I would received them in 4-6 wks. The only product received were the inserts for the cushions. There is no point in having someone come and install inserts if the true issue is the mattress. They sent another inspector who I was under the impression was going to have and install all parts. What he did was inspect and apparently I am just finding out said the mattress was no defective. I have been waiting to have these issues resolved since February and at witts end. I have sent several email as well as called numerous times. I do not understand what is taking so long. I sleep on the couch and now beginining to have back problems. I purchased a product which was defective. PLEASE PLEASE PLEASE help me resolve this as soon as possible!!

Thank you, [redacted]Desired Settlement: I would like to have replacement couch, loveseat and mattress sent as soon as possible. I would like the defective products removed from my home immediately. This whole process has been extremely frustrating!!!!

Business

Response:

Sales Order # [redacted]

The customer is scheduled for a service visit according to

our notes on 9/**. A new set of seat cores were recently sent to the customer

for replacement. The service company has been asked to inspect the memory foam

sofa bed mattress during their visit. The mattress was last checked by a

service tech in July and found to be free of defects. Should the mattress be

found to be defective we will replace it.

Review: Several months ago the frame of our pullout sofa cracked on both sides making the sofa bed unusable. As a direct result of the frame breaking the air mattress was damages and is now unable to stay inflated. After about 6 weeks the service company came to replace the frame. After it was fixed we asked for the air mattress to be replaced because their defective frame cut a hole in the air mattress. We were told that it will be replaced but it would take 6-8 weeks to get the air mattress. Finally at the end of 8 weeks the delivery of the mattress was schedule and when the mattress was delivered it was the wrong mattress. I called Jennifer Convertibles to get the correct mattress delivered and was told they will not deliver the air mattress as it is no longer under warranty. This entire ordeal has been going on since February and needs to be resolved before I move to a new house on August [redacted].Desired Settlement: Replacement of air mattress before I move on August [redacted].

Business

Response:

Sales Order # [redacted]

Although the customer’s air mattress is out of warranty we

are processing an authorization to exchange it. The local showroom will contact

the customer in the next week to arrange for delivery / exchange of the air

mattress.

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,

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:

This is a continuation of my previous claim #[redacted] which is below Several months ago the frame of our pullout sofa cracked on both sides making the sofa bed unusable. As a direct result of the frame breaking the air mattress was damages and is now unable to stay inflated. After about 6 weeks the service company came to replace the frame. After it was fixed we asked for the air mattress to be replaced because their defective frame cut a hole in the air mattress. We were told that it will be replaced but it would take 6-8 weeks to get the air mattress. Finally at the end of 8 weeks the delivery of the mattress was schedule and when the mattress was delivered it was the wrong mattress. I called Jennifer Convertibles to get the correct mattress delivered and was told they will not deliver the air mattress as it is no longer under warranty. This entire ordeal has been going on since February and needs to be resolved before I move to a new house on August first. New Complaint Jennifer Convertibles said they would contact me in a week to arrange delivery which they never did so I called them to get this resolved. It is now August, ** 2014 which is a month after my previous complaint and when the delivery truck showed up today they said they would give us the replacement mattress because we did not have the old mattress with holes in it and they left. The reason they left is that they need the old mattress to give back to the manufacturer. The damage to the mattress is not the fault of the manufacturer but it was created by the broken bed frame described in my original complaint above. The broken bed frame was replaced by the Jennifer Convertibles service company so that proves the frame was defective and the reason why they mattress was cut/ripped by the broken frame. I am sure they can confirm that the bed frame was replaced. We moved on August [redacted] and saw no reason to keep the cut/ripped mattress so we threw it out. So today August [redacted] 2014 marks one month since Jennifer Convertibles said that they would replace the mattress and they still have not done so. It has now been almost 8 months that I have been dealing with this issue and that is completely unacceptable. I want a new AIR mattress to replace the ripped one I threw out on August [redacted]. There will be no exchange of the old mattress as we threw it out before we moved on August [redacted].

Business

Response:

Sales Order # [redacted]

We contacted the customer, and offered to replace the air

mattress rather than exchange it at 50% off of the regular retail price. The

customer accepted this offer. A letter was mailed to the customer to sign and

return to us agreeing to this discounted offer. This will bring this matter to

a mutually agreed to, closure.

Review: Purchased $2,000.00 worth of products at Jennifer Convertibles and the coffee table we received was defective. They had someone come out to file a report a month later, then took them 4 days to call us to let us know they would take back the table and bring us a new one. Another month went by and they just decided to show up on a Saturday without telling us they were coming, never setting up an appointment with us. (I was told by a neighbor they were around) I then called and complained stating no one had told us they would be around on that Saturday, the rep [redacted] applogized and said she would get someone out in another week and half. After another 10 days of waiting, they come with another defective coffee table that is worst then the original one we received. Delivery guy even stated that it was worst then the one we had, it was chipped all over the edges of the table. Then he proceeded to say he would have to call them so someone can come out and file a report and go thru the same old process again. We refused the new table and will be calling for another delivery of another table. We paid a lot of money for this table and we should not settle for something that is less what we paid for. Their customer service is horrible. Never will I be ordering from JC again, or reccommend them to anyone we know. Since we moved to a different place, I had to buy furniture for every room and after the HORRIBLE experience I had with JC I decided to go else where and I am sooooo Happy I did. Too bad for JC, they could of made a lot more money off of us. I had to buy a dinning room set, and 2 bedrooms. JC is a joke of a company compared to [redacted]!!! I will be demanding a new table from JC, one that is is perfect condition like I paid for!

Business

Response:

Sales Order # WEB [redacted] / [redacted]

A new table is on order from the manufacturer. We estimate

that it to become available for home delivery in approximately 2-3 weeks. The

customer will be called as soon as we have a confirmed receiving date into our

distribution center in order to schedule the table for home delivery / exchange.

We apologize for any delay or inconvenience caused this customer.

Review: 3 years ago I purchased a leather blend sofa & loveseat from Jennifer Convertibles. I was confident that I made the right choice for our new home especially since I received such great customer service from Aaron at Jennifer Convertibles. He strongly advised about protecting our purchase with the 5 year warranty that would cover ANYTHING should something happen to our couches. The leather from the sofa has started to crack and peel. Which left me confused since I thought I purchased a leather blend. I take extreme pride in having a clean and modern home. I even purchased leather cleaner to keep the couches in tip top shape, so this has to be a craft issue. I contacted the customer service unit that said AS A COURTESY they will mail me replacement parts since cracking and peeling is not under warranty. 6 months later the parts arrive to my house. 3 weeks later the repair man comes to house to install the parts. The repairman then informed me that the replacement parts are NOT the same material as the couch. He advised to call Jennifer Convertibles and ask them to correct this. I called Jennifer Convertibles at ###-###-#### and was told that a [redacted] would call me within 24 hours. I never received a follow up call. I called back 3 days later and spoke to the [redacted] who informed me that there is nothing else that will be done. My only option now is to have the mismatched part installed on my couch. I asked to speak to her [redacted] and she let me know that there is no one else above her. After I demanded to speak with someone else other than her she gave me [redacted]'s name and ext. [redacted]. I am disappointed and saddened that I was duped.Desired Settlement: The ideal outcome for my situation would be to have quality repairs done to my couch. I want my couch to reflect my original purchase and not a plastic vinyl material or having mismatched couches.

Business

Response:

Sales Order # [redacted] / [redacted]

The customer purchased furniture that is a leather blend or

bonded leather. It is not vinyl. If one of the pieces in the home is all

leather the customer got more than they paid for. This customer’s furniture is over 3 years old

and was out of warranty. Components were provided with installation purely as a

courtesy. I will request installation again for this customer. We have gone

over and above providing service for this furniture. The customer certainly has

the option to refuse the offer to install the components.

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:

[redacted],

WHAT A NIGHTMARE THIS HAS BEEN dealing with you. YOU HAVE NOT gone above and beyond in customer service. You seem to have forgotten how rude and condescending you were to me on the phone. You kept talking over me and did not listen to the problem at hand. We purchased a 5 year warranty. Quality furniture should not have this many problems after LESS than 3 years. Please take into consideration the time involved in trying to resolve my complaint (we are going into 1 year now) The replacement parts that took you 6 months to ship to my house are mismatched PLASTIC/VINYL. YOUR employee/repair man has confirmed this for me. I still have the parts in my possession to prove this to you. YOUR repairman has worked for your company for over 5 years and is knowledgeable with the materials that he works with everyday. AGAIN, the parts that you have shipped to my house ARE NOT THE SAME MATERIAL AS MY COUCH!!! Why do I want to install PLASTIC/VINYL material on my leather couch? I want the SAME material to be applied to my damaged couch.

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.

Review: I bought a loveseat and sofa at Jennifer Convertibles. I also bought an expensive the warranty that was represented to cover absolutely any damage to the purchase. Within this warranty period, the handle (left side facing) broke. I contacted the store, which referred me to customer support. Customer support claimed it was out of warranty. I do not believe this to be true, but I then asked about buying the part. They referred me to the manufacturer of the furniture. They in turn referred me back to the store saying that the store would have to place the order for the part. At that point, I talked to [redacted], who assured me that he would take care of the problem. He did not. I never heard back, and when I called, a woman identifying herself as [redacted] told me that he was on a 1 month vacation. I was then referred to my fifth contact, [redacted]. He again assured me that he would get the problem resolved. He claimed I just needed that I email customer support, and if there was no response, he would escalate it to the regional manager and obtain the part for me. After emailing customer support as instructed, I never heard back. When I contacted [redacted] yet again, he told me that he would take no further action in contrast to his early assurances that he would solve the issue.Desired Settlement: I would like the replacement handle for the unit I purchased.

Business

Response:

Sales Order # [redacted]

I am sorry if the customer

has been misdirected to the wrong personnel to address her issue. The Guardsman

leather protection plan the customer purchased is for accidental rips or tears

in the bonded leather upholstery. The

plan does not cover any issues relating to the recliner mechanisms. Although the

customer’s furniture is 4 years old and beyond the warranty period for any mechanism

issues I am ordering a mech handle / cable for the customer as a courtesy. The

factory will ship directly to the customer. It will be up to the customer to arrange

for private installation of the courtesy part upon receipt.

I bought a sleeper at Jennifer Convertibles sometime in December. I even upgraded the mattress to memory foam so anyone who sleeps in it will have a restful sleep. However, when I checked on the bed, it was elevated on the head portion by 2-3 inches. I immediately called the store and reported it. They told me to call Claims Department or email it, which I immediately did. The Claims Department asked me to submit photos of the bed so they could check on it. After sometime, a technician was sent to look at it. The technician said that he will file a report. A few more weeks have passed and I received a letter from Jennifer that my complaint was denied and that I can never ask for replacement or repair for my unit. I wrote again to the Claims Department regarding my disappointment on the decision. I cited that I have back and hip problems and sleeping using the mattress and the bed aggravated my pain. I also said that I sleep flat back, as such; it is really impossible for me to sleep using their bed and asked for reconsideration.
Claims Department responded to me and was really apologetic about the decision and told me to contact Michael G[redacted], the Regional Manager. I called the number they gave me, but after trying so many times and leaving many messages, he did not return my call. So I told the Claims Department that he did not return my call and asked if he has an email address thinking that maybe he would response. I sent an email, and even made a follow-up, but he never responded. I was so disappointed. He could have acknowledged at least my call or my email. That was a very poor customer service.
I just want all customers to be careful when you buy furniture at Jennifer, specially their sleeper. I was told by one of their staff that they received so many complaints on the elevated sleeper and they did not do anything about it. Also, if you would notice the reviews in their website, it is all positive. It seemed they only published the positive ones. This is so deceiving. Regarding the Manager’s not responding to any of my calls or email, this is so unprofessional. He should not be in his position as he does not know how to handle customer complains.
I will not buy again at Jennifer and will never recommend it to any of my friends.

Review: Purchased a bed frame from Jennifer Convertibles about a month or so ago. When it was delivered and assembled it was un-even and parts were not right. Called store that day where it was purchased from in Union, NJ they told me to call customer service and I did. I made complaint that day. I was told someone would be out to look at it in 5 days. Never got any call back and no one ever came. I called couple of weeks later and spoke to customer service and they said they would expedite someone coming to look at bed and replace and re-inburse or credit me something back just for the in-convenience and I asked that a supervisor contact me. I was informed that I would get a call back the next day. Mind you two weeks have passed and I am still sleeping on a air mattress due to my bed not being ready or exchanged. NO SUPERVISOR CONTACTED ME AND NO ONE CAME TO MY HOUSE. A WEEK AFTER THAT I GOT A PACKAGE AND IT WAS FROM JENNIFER CONVERTIBLE WITH A PART. WHICH MADE NO SENSE BECAUSE NO ONE INSPECTED BED, NO ONE CALLED BACK, OR ANYTHING....SO HOW DO YOU KNOW WHAT TO SEND. THE PEOPLE ARE RUDE AND CUSTOMER SERVICE IS OUT OF THIS WORLD HORRIBLE.Desired Settlement: I WOULD LIKE MY BED TO BE FIXED PROPERLY AND SOME KIND OF STORE CREDIT OR REFUND FOR ALL THE DELAYS , TIME I HAVE SPENT WITHOUT A BED FROM INITIAL CALL AND HORRIBLE SERVICE.

Business

Response:

Review: We purchased the Haney Bonded Sectional on 05/**/2011. The sectional was delivered to our home address on 05/**/2011. At the time of purchase an extended warranty was offered, and the sales person provided us with a brief summary of all the coverage we would get if we decided to purchase the additional warranty, which would expire in five years from the date of purchase. We chose to add the 5 year extended warranty to the purchase.

We only have one, very well mannered child, and no pets.

In less than one year couch started to crack and peel in various locations. We have contacted warranty services and our claim has been denied based on the allegation the "damages" were not a result of a single incident or event. Yet, there were no accidents, nor events. This appears to be an issue with the manufacturing of the sectional.Desired Settlement: We would like to have the sectional replaced or receive a refund for the amount paid.

Business

Response:

Review: I bought a sofa in April of 2015 at the Jennifer Convertible located in Elmhurst New York. The sofa is an Ashley Product. I purchased a sofa sleeper. I have only had the sofa in my apartment for three months. I had company over about two weeks ago so I opened the sofa bed, upon removing the cushions I notice one of the cushions seem was open from end to end. Also I noticed the stitching coming apart all around the back of the sofa the back cushions are attached and are getting flat looking all the stuffing is going is going to the bottom of the cushion and the middle cushion on the sofa sinks in when you sit on it. Not to mention the Sofa bed is the worst bed I have ever encountered in my life. When I called customer service they sent someone out to inspect, this person said that the sofa bed is what it is and they will come re stuff the back cushions and exchange the the middle cushion. I explained that I was unhappy with the sofa and the service and wanted a new one or be given the chance to get one for the same price I was told by Meryl Gair who is from the Corporate office that, they will not be doing anything like that and basically I am stuck with the the sofa, and I should have inspected the sofa when I received it. These things happened three months latter, and its not from wear because no one is home during the day. I just feel that the customer service was horrible I am dissatisfied and do not want the sofa of anything from Jennifer Convertible. I hope this matter can be handle quicklyDesired Settlement: Exchange. I would like to go pick out another sofa for the same price and if not I want a complete refund.

Business

Response:

Sales Order # [redacted]The customer’s furniture is under warranty. A service techwas at the customer’s home and based on his visit components were ordered on 7/**.They have subsequently been received by the customer. A service tech has since beenscheduled to complete service for this customer.

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 becaue:

I am not happy with this response because, basically I bought a sofa that is already giving me problems after three months and Jennifer Convertible does not care that they sent out a product that was obviously not made properly. I am being told its my problem. I have to deal with it because its under warranty. So when my warranty is up whats going to happen. I am going to be stuck paying for repairs. This is unacceptable, I do not want this sofa and should not be forced to keep it. In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Leather sectional I purchased at your [redacted] location (which is now closed) in 2010 has been and continues to peel and crack terribly. I have found pieces of leather in my childs mouth as well as my dog.Desired Settlement: I would like a full refund in the amount of $827.00 so I may purchase another sofa

Business

Response:

Sales Order # [redacted]

The customer’s 3½ year old sectional

is no longer covered by any warranties. We had agreed prior to receiving this

complaint, as a courtesy, to order and install replacement components for this

customer. Upon reading the Revdex.com complaint we contacted the customer and offered

to exchange the sectional. The only cost to the customer would be a delivery

charge for the new sectional. The customer refused our offer. She would rather

wait for the parts that were previously ordered.

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]

There is no good reason why I should have to pay anything. $160.00 for delivery on a problem that is not my fault. If I created this problem then I will gladly accept the offer but I did not therefore I should be able to exchange couch with a ridiculously expensive delivery fee.

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:

Review: I bought a sleeper sofa from Jennifer Convertibles by walking into the store at [redacted], the sleeper sofa was delivered 5/**/2013 and was not delivered satisfactory because it is not what myself and [redacted] asked for, we specifically told your salesperson in the [redacted] store that we wanted microfiber, and furthermore we wanted to test the bed and there was not one in the store as told by the rep. So we tested one other one in the store but it was already opened and we laid on it to try it out and the mattress was ok, but not as comfortable as we would have liked so we ordered a more expensive mattress, which was supposedly a memory foam and we got something called visco on delivery. So far we have the issue of not being able to test the sitting ability, or condition of the couch and we were told by [redacted] that it would sit the same and that don't worry about the way the bed sleeps and that sleeper sofas are not made the same anymore were the bar is felt in your back, this is not the case and is not true, just these two conditions alone should negate the sale, however, I am not asking for all the money back because I bought several pieces I am happy with, that being a small love seat that sits great, but not being able to test the sleeper means we did not get to test it before it was delivered, and we did test the other couch like the love seat and it sat fine, and I told [redacted] that we would be happy with the sleeper sofa if it sat the same. The sleeper sofa looks like it is five years old and we sat on it for one day or less. My whole order consist of a love seat, the sleeper sofa, two end tables (that were nicked on delivery) and a coffee storage table.So far your sales people have not really helped, they want to have customer care fix the furniture but how can you fix something that is brand new and not built like you were told it was built. There is nothing to fix unless you can replace that sofa with a new sleeper that does not fold in on itself after siting on it, not to mention that when delivered the fabric was dishelvaled and misaligned regarding the way the fabric threads flow. Also it was a kick in the pants the way [redacted] quit and was no longer in the [redacted] office, it makes me wonder if she was fired for botching my order the way she did. Additionally a kick in the pants is the mentioning by [redacted] that "the customer caused the fabric to look this way and this was stated to the deliver guys at the same time of delivery, like all the other aforementioned statements above. Also I don't want a tech to come out and steam out the lines, this sofa is not what I asked for!Also when you have your tech people and customer service deal with consumers/clients have them tell the whole truth about what is going on, because I explained to the guy that it is not just the lines in the sofa but it is not what we asked for and the wrong fabric and it is an unstable support for the couch portion of the sleeper sofa. I bought a sleeper sofa before that was made in the 60s and it had a bar that hurt your back, but it had great support for sitting, so I know that they are made, but this is not what I got...I got a bad support for a couch and additionally a bar in the back, and wrong fabric and marred at that. This does not look good for your company and me being a first time buyer. I give [redacted] the benefit of doubt that maybe she thought she wrote the order up correctly but this is not the case for someone claiming to have been with the store for sometime. According to the sales order it says tagged out, as if we bought from the floor models, this is not the case we like the floor models with exception of it not being microfiber, and the condition of the sleeper sofa. All of this was stated to the deliver guys, but they did not want to take it back, and also tried to call the store but they were closed that same day and we complained within the 7 day period that you state in your polices; however and aside from your polices we did not get what we order regardless of how [redacted] wrote it up.Desired Settlement: Refund or replacement with correct product.

Business

Response:

Review: I purchased a leather couch that I found online for $1099. The salesperson [redacted] upselled an upgraded mattress after showing me the standard mattress that was full of springs for an additional $200. After taxes the price came up to an extra delivery charge of $30 besides the $99 delivery charge for the couch and the total with taxes was approx $272.00. [redacted] completed my paperwork and had me pay 1/2 of the full amount due and advised that I could pay the other 1/2 on delivery or just before at the store. I opted for the latter. When my couch was delivered a few weeks later on Dec. [redacted], the delivery men also showed me the mattress that the couch came with which ended up being nicer than the one in the store that [redacted] sold me. I called [redacted] on 12/* inquiring about returning the so called delux mattress she sold me and she said she'd have to inquire with her [redacted] and there would be a restocking fee. No where on my salesslip did it say anything about that and I did not hear back from [redacted]. When I called again her [redacted] took down my information instead of arranging the return and still no word. On 12/**, I took the mattress to the store because the extra mattress was standing in my Hall for weeks and this store seemingly had no intentions of completing the return in a timely matter. [redacted] was reluctant to take the merchandise back due to not knowing the store policy. She then advised she could not process the return righand would call me back on Monday 12.** which she did. Only to tell me that the warehouse was closed and I would not be able to get my refund until January [redacted]. And although they had my mattress it was not considered apart of my merchandise. No where in business would an establishment take back the merchandise and not grant my refund immediately. I know have to wait two weeks and this is unacceptable. I should be refunded for the entire amount for my troubles and lack of customer service. I feel that [redacted]'s management should have resolved the situation in her absence.Desired Settlement: I need a refund for the returned mattress and the store should handle any issue with the pickup since they could not and did not arrange the return pickup in a timely matter. Now as the customer I'm being made to suffer and wait until 2015 for a refund for merchandise that I returned in December 2014.

Business

Response:

Sales Order # [redacted]We apologize for the delay in issuing this customer’srefund. A refund was processed to the customer’s [redacted] account on 1/*/15.It normally takes the issuing bank 3-4 business days to apply the refund to theindividual credit card account.

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.

Thank you.

Sincerely,

Review: I'm writing this in behalf of my 70 year old father . He went to Jennifer convertibles to purchase a sofa set he specified to the salesman named [redacted] the the measurements of his door was 29 inches wide , [redacted] assured him that they have professional delivery people and they know to how to maneuver furniture . My father paid the 200 dollar fee for delivery we waited over 2 weeks for the delivery when they came they brought the sofa and told him it doesn't fit and told him they have to come back and retry again but it will cost him another 200 to redeliver . My father and I went to the showroom and spoke to [redacted] he was unreal very rude very rude I stood there and shook my head I was asking him sir my dad is 70 years old show some respect he can't afford to pay another 200 plus another to 217 for them to assemble the furniture in the house he told them they got paid for delivery and they did not deliver it . Our concern is this company says we know our job we know this we are here to please we still font have our furniture my parents are sitting on 2 dining room chairs in front of the tv . When I spoke to [redacted] and told him I will file a complaint he said GO AHEAD YOUR WONT BE THE FIRST .Its a shame to treat customers this way and lie and say we never told him our measurements [redacted] the salesman even helped my dad with the measure tape and assured us it would fit and [redacted] now it saying it didn't happen all we want is not to be charged for another delivery fee please

Thank you [redacted]Desired Settlement: Not to be charged for another delivery charge 200 please

Business

Response:

Sales Order # [redacted]

Every home is unique. At the time of purchase the consumer was provided with the approximate dimensions

of their furniture purchased.

The signed sales order informs the consumer to the following information:

Responsibility for the size of the merchandise in regards to home delivery remains with the buyer.

” Disassembly charge: $199.99. The customer has since agreed to and had the disassembly

delivery done on 8/*/14.

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 bought a warranty that covers burns on my couch. They came to inspect and said that it was not covered when the contract agreement says it is.Desired Settlement: either fix my couch or replace it.

Business

Response:

Review: My fiancée and I bought a new couch when we moved into our new apartment. My fiancée was pregnant at the time of the purchase. Not long after our purchase, she was complaining of how uncomfortable the couch was. She said it felt like there was no support, the cushion was flat, and it felt like she was sitting on a wooden beam. THen I began to notice the cording was fraying in several areas on the couch including the couch pillows. THe back of the couch was ripped in several areas where Velcro was supposed to keep the cushions in place. The couch is also ripped at the seam on another corner.

We called customer service since we knew of the one year warranty. They sent out a technician to inspect the couch. We were told that all of the fabric needed to be replaced 9among other things) and that he needed to remove about 300 staples all while being inside our small apartment for about 6 hours. We have a 7 month old boy and we feel that it is a safety issue to have that many loose staples that could potentially get in the carpet. I will also have to take off work and miss out on valuable income so the technician can spend 6 hours in my apartment. My son will also have nowhere to play since the technician will be working in the area where he normally plays and crawls around. In other words, this is a big disruption to our lives and a potential safety hazard for a couch that I paid $1052.04 and is literally falling apart. Last, the materials are being shipped to our apartment and will have to sit in boxes in our small apartment until the technician comes to do the repairs.Desired Settlement: I would like a full refund so I can make another couch purchase from a company that carries products of better quality.

Business

Response:

Review: Purchased leather sofa, chair & ottoman from Jennifer and after a couple of years the sofa & ottoman began to peel. I contacted the store where I made the purchase and was told peeling was not covered and I must not have been taking care of the furniture properly. If you sit on the sofa when you get up there will be pieces of leather on your clothing.Desired Settlement: I would like a new sofa, chair & ottoman with free shipping ...or what I paid for it which was $1,197 (this doesn't include shipping & taxes)

Business

Response:

Review: I purchase 5yrs ago a living room leather set of $3,0000. I paid for the life time warranty on the leather set. When l called they said l had to wait for [redacted]. The manger called me but l miss her call. I called back, a man told me that l can't be helped and would tranfer me to the [redacted]. He yelled at me and told me they will not help me. Want my lifetime warranty moneys back with interest or even have a credit so l can exchange them. I have moved and change my phone number since then. The telephone #the account the have is [redacted] address on [redacted].Desired Settlement: Refund

Business

Response:

Review: I ordered a furniture set on March * from Jennifer convertible website. Two days later I received an email saying that someone would contact me within 2 weeks to schedule a delivery when the furniture came in. It is now 3-4 weeks later and still no form of contact. There is no customer service number on the website. The initial email had a phone number that I have tried countless times. I can never get through to anyone; after the message I am placed on hold and the call is dropped shortly following. I tried calling a local showroom and was told that the show room has nothing to do with online ordering and he could not help me. This is completely unacceptable customer service. I have disputed the charge on my credit card.Desired Settlement: I would like my order delivered within 10 days or a full issued refund.

Business

Response:

Sales Order # [redacted]The customer has since been contacted via email and thefurniture has been scheduled for home delivery. A call center phone number(###-###-####) was included in the email dated 3/*/2015 that confirmed thecustomer’s purchase.