Jennifer Convertibles

Review: Bought a love seat and matching convertible sofa.

The sofa has just collapsed in the middle and you can no longer sit on it.

My brother and I have tried to get Jennifer Convertibles to "HONOR" their warranty and they have refused.Desired Settlement: We are not even looking for money. Nor do we even need a convertible. We just need a sofa to sit on.

Business

Response:

We would like to assist this consumer but they have provided insufficient or invalid information for usto locate any sales order history.In order for us to assist the consumer please provide a sales order number. This is in the right hand corner of your receipt; it starts with 2 or 3 letters and then is followed by 5 or 6 numerical digits. If the consumer is unable to locate their sales receipt they should providetheir full name, address, and home phone number used at the time of purchase.

Business

Response:

Sales Order # [redacted]I am not sure what the customer means by our not honoringour warranty. The customer’s factory warranty for defects expired in February2010. In addition we note that the customer has since moved from the addressthe furniture was originally delivered to.

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 warranty didn't expire. That is when we bought the furniture. You decided you no longer wanted to honor the warranties. Are we not allowed to move???

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

Sincerely,

Review: I bought an "Andrea Sectional Sofa" and a 5-Year Gaurdsman Leather Furniture Service Plan from Jennifer Convertibles, [redacted] (Phone: ###-###-####) on ** January 2014. It was delivered in early February 2014. When the sectional was delivered and assembled, the frame had a significant gap between the cushion and the front part of the trundle mechanism and the two parts of the sectional did not properly align. A complaint was submitted immediately and the people delivering the sectional also put in an order/claim for the damaged goods. A technician was sent out to look at the sectional within about 3 weeks of delivery and concluded that it could not be fixed. It then supposed to take about 10 days for Jennifer Convertibles Corporate office to make a decision about replacing or repairing the sectional. The corporate office had still not made a decision after a month and at least two calls from me to check in with them. They said that they would call me when the decision was made. I called them at the beginning of July 2014 and the corporate claims office told me that they had forgotten to follow up on my case and would have to escalate the question of replacement to the vice president. Within a few days they notified me that they would send a second technician out. The second technician also could not repair the sectional and recommended replacement.

The week of ** July 2014, the Jennifer Convertibles Colma Show Room contacted me to let me know that I could exchange my defective sectional for another but that the "Andrea Sectional Sofa" was no longer available on the West Coast. I told them that I did not want any other model than the one that I originally purchased and that I wanted my money back. After a discussion with the corporate claims supervisor, I was told that since the Andrea Sectional Sofa was still available in the East Coast warehouses, they would not refund my money. However, I the Colma Show Room confirms that "Andrea Sectional Sofa" is still unavailable on the West Coast and that I will have to choose another model of sectional.

In looking at the Jennifer Convertibles Return Policy on their Website, my experience suggests that Jennifer Convertibles has violated several of their return policies.Desired Settlement: Full refund for product and the furniture "Service Plan" that was purchased with the product.

Business

Response:

Sales Order # [redacted] / [redacted]

We apologize that we were

previously misinformed in regards to the continued availability of this furniture

model on the west coast. The local showroom will be calling this customer to

schedule a date for the pick up and refund as the customer has indicated that

she did not find any alternate models to her liking.

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 yet been resolved because:

Although the business has offered to effect a full refund and pick-up the defective merchandise from my apartment, the refund will not be effected until 10 days after the merchandise is picked up and it is not clear how the refund will be executed. Jennifer Convertibles says that they can only refund the money to the original Visa number that purchased the sectional, however, the Visa number for the account used in the transaction has since changed (a new Visa number was issued by the credit card company).

Because of my experience in dealing with this business over the past 6 months, I want full assurance that the money will be refunded, and the language of the attached letter does not inspire confidence nor guarantee that this will happen once the sectional is returned. I have written back to the Colma Showroom requesting that the letter be revised to ensure that my refund will be provided in one form or another.

When the refund is finally in my account, I will consider my complaint to be resolved.

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

Sincerely,

Business

Response:

Sales Order # [redacted] /

The local showroom has been in contact with the credit card company and the customer. The refund to the

purchasing credit card account can proceed normally and will be accepted by the bank.

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:

As for proceeding normally, I was informed that the refund will take up to 10 days after the sofa is picked up (which is scheduled for Wednesday).

As I mentioned before, I will not consider this complaint closed until I see the refund pending in my credit card account (at the very least). My lack of trust in the integrity, competency, and follow-through of Jennifer Convertibles (especially employees in the corporate office and claims department) developed during my experience prior to contacting the Revdex.com. After six months of waiting on action from Jennifer Convertibles, I have no evidence to date that the company will behave appropriately without some sort of additional pressure.

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

Sincerely,

Review: We bought a couch from them last year, first the couch we got delivered was not what we bought in the store, then we had to go and pick another one. Now the couch is just a year old and we have a broken frame on the sofa bed and ripped cushions. I called to get it repaired they said 1-5 days for someone to call me to set up a person to come and look at the couch, then they called and now I have to wait a month just for someone to come and look at the couch, not even fix it. It shouldn't take one month for someone to come and evaluate a repair and then however long to actually fix it. I requested to speak to a [redacted] and she said that I could not, they could not help me. I have never seen such horrific customer service.Desired Settlement: I would like it to either be repaired in a timely fashion or replaced at this point.

Business

Response:

Sales Order # [redacted]

Prior to this past week we show no record of contact from

this customer since February 2013. Although the customer is out of the warranty

we have agreed to service the furniture, as a courtesy.

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 contacted your company this past week because of bed frame just broke and the cushions are torn within a year of purchase. I spoke to a women named [redacted] last week about the bed frame and was informed that she only handles the bed frame someone else would contact me about the cushion, which was not disclosed to me when I filed the claim. She also informed me the only date that someone can come, which was three weeks from when I spoke to her was April [redacted] which we are away. Then she informed me she had no other dates that she can give me to set up an appointment to get the bed frame fixed. So we are now going into over a month for it to be fixed. I appreciate the business honoring the warranty, but over a month to get something serviced is poor customer service and I feel unacceptable.

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

Sincerely,

Business

Response:

Sales Order # [redacted]

Although the customer is out of warranty we have agreed to

provide service, as a courtesy. The bed mech is scheduled for replacement on

5/**/14 and a 2nd service company has been issued a service request

to handle the seat core issue.

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 placed an order with jennifer convertibles on 3/**/14 which supposedly is a special order and don't arrive until 6 0r 8 weeks. I first contact them on 3/**/14 trying to canceled order but was told that I needed to speak to [redacted], then called again on 3/**/14 and was told that order can't be cancelled. I requested to speak to [redacted] who I was gold was not there. I contacted the store again on 3/**/14 and was told by [redacted] that I can't cancelled order and nothing can be done. I explained to them that at this time I can't pursue with the purchase to the fact that I have to move and don't where and how spacious my new apartment will be, however I was gold that nothing can be done. Order number is [redacted].Desired Settlement: I can't pursue with that purchase at this time.

Business

Response:

Sales Order # [redacted]

According to our notes the

first call from the customer came on 3/** which was after the 48 hours

cancellation period (without penalty). We were unable to get the manufacturer

to cancel the order as production had already begun on this customer’s custom

order furniture. Cancellation and refund of an order after 48 hours requires a

30% forfeiture of the merchandise total ($470.25). As a courtesy, should the

customer still wish to cancel the order we can allow the customer to use 20% ($313.50)

of the cancellation fee as a store credit for a future purchase. The customer

should contact the local showroom after reviewing the offer above should he wish

to initiate the cancellation / refund process.

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:

regarding [redacted]

?I contacted the showroom as indicated and they appeared not understanding the response. I spoke [redacted] today at the showroom who said she could not help me I will try tomorrow. [redacted]

Business

Response:

Sales Order # [redacted]

The [redacted] of the showroom has since spoken with this

customer and brought this matter to closure.

Review: I purchased a leather couch and leather rocking chair in late 2009, with the "goof proof" guarantee, for 200$ additional, that covers any damage from puncture marks to cigarette burns. After a year it began to split and peel. When I called for a service call, I was informed it does not cover peeling, cracking or any problem on the seams. I was not informed of this when I was upsold the warranty. Finally, in july of 2013, I spoke to [redacted], in the corporate office, ( [redacted] ,) who after sending numerous photographs of our now pink couch ( as all the black leather is all over our home, ) stated she was ordering us new upholstery, and that once it was delivered, a tech would come out and reupholster our couch and chair. I stated that the arm rests were starting to peel, but was informed that since she couldn't see it in the photos it would not be covered. Shortly after, the armrests have peeled just like every other part of the couch and chair. Both I and my wife have called and left messages and emailed [redacted], to no no avail or reply. I informed her of the peeling armrests int he emails and that l will now send updated photos but she still will not answer. ( We have not gotten the material to upholster our couch or chair either as of today nor gotten a response for the peeling armrests. ) I also see no point in totally stripping these pieces of furniture to reupholster some parts while leaving the armrests peeled away. I can forward you all photographs and all email correspondences once I get a Revdex.com contact.

The issue exasperates because we have a two year old child who puts things in his mouth. As much as we monitor him, whenever getting off the couch and chair pieces of the leather rip up, stick to clothes, and fall on the floor. Keeping the small pieces of leather off the floor is a daunting, full time, almost futile effort. Please assist us, I do not know where else to turn.

We have never had a couch and chair that after a couple years is worthless. We have owned couches that last just fine for 20 years.Desired Settlement: To be truthful, I am no longer interested in the reupholstering of the furniture as now both pieces are deteriorating rapidly everywhere, and to replace some bits and pieces to have other pieces looking destroyed is silly. Plus to try and have someone get back to us is next to impossible, so to piecemeal this project does not seem realistic.

I have no issue with a store credit for the full amount of what we paid for these two pieces ( close to 1100$ ) as I will try Jennifer Convertible instead of Jennifer Leather whose furniture can not be trusted.

I will also gladly accept a full refund to take my business elsewhere, as their total disregard for their customers ( even after purchasing their "guarantee / warranty" ) has left a very bad taste in my mouth.

Business

Response:

Review: My wife and I purchased a sofa and loveseat set from the aforementioned company. When we received the items, it was noticed that the color looked much darker in person than the swatch at the store. We called and spoke to the manager "Ted" in the Holmdel store where we purchased said items numerous times and he said that he would make calls to see what could be done. My husband even brought a cushion in to compare and offered to pay restocking fees if necessary. It was evident that the lighting in their showroom brings out a lighter hue in the fabric- making the color very misleading. "Ted" strung us along for almost two weeks giving hope that the matter would be fixed. Instead when we spoke with him today, he said there was never anything he could have done because they will not take the furniture back. He did not offer us a discount to purchase replacement furniture or anything! He was rude and discourteous. How is that an effective representation of the company?Desired Settlement: We would appreciate either an exchange for the appropriate color or a discount on replacement furniture.

Business

Response:

Sales Order # [redacted] We have attempted to reach the customer at the phone number provided at the time of purchase and also at the phone number included with the Revdex.com complaint. We could not reach the customer on either number. Please have the customer contact Shawn B[redacted], regional director for NJ at ###-###-#### to discuss this matter.

Review: I was scheduled to have a sofa which I already prepaid for delivered on 9/**. They did not deliver it and claimed after I called that they had attempted to which is a lie. The sales woman on the phone, yelled and screamed at me and stated that she would not speak to me anymore and then she hung up the phone on me. I attempted to call back and until now have been unable to get through to them. I was also given their customer service number and the number of the regional manager from another store and have left 10 messages with no response. So they now have my money and the sofa and I have nothing with no idea of when I will get it.Desired Settlement: They should be put out of business for essentially stealing someone's money and not giving the promised product.

Business

Response:

Sales Order # [redacted]The customer was not home for delivery on 9/**/15. Thedrivers tried the door bell, no response. A delivery operations supervisor wasunsuccessful in trying to reach the customer by phone. A voicemail message wasleft. We have agreed to waive the normal cancellation and restocking charges tocancel this order and will issue a refund to the customer’s [redacted] account.It normally takes approximately 7-10 days to appear on the customer account.

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]While the business did finally reach out to me after weeks of being non-responsive (and me having to purchase another couch from another store), this response to my complaint is 100% False. The regional manager did finally call me and apologized that my case slipped through the cracks, however they did not attempt to make a delivery; also there was no voicemail left. So this response sounds as if Jennifer Convertibles is attempting to save face. This was the worse case of customer service I ever received and I cannot believe that this company is still in business. Being berated and hung up on by a salesperson and never being receiving a call back after 50 calls made should never be commonplace and I am still in shock that all this happened. While I did receive my money back, it certainly did not make up for this horrible experience. I will be sure to spread the word about the nonexistent customer service at Jennifer Convertibles.

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

Sincerely,

Review: [redacted] Store!I was a customer who purchased a sofa from that location on 5/**/15 (ORDER NO. [redacted]) after not receiving a call on the [redacted] I called the store and spoke to [redacted] and was told that delivery would not be made on 6/**/15 even though at the time of purchase they called to set up the schedule and verified the date of delivery, I asked her then why was that date given to me and if it wasn't scheduled and I didn't call to find out where the furniture was, when were they ever going to tell me? I called 20 times through out the day to find out an answer or to have management to call me with ZERO RESULTS. I have asked her to have the RM or DM or manager to call me back ASAP with no results. After several attempts to call while the store manager was there, no one would take my call. So I drove to the store to find out the issue. The store manager [redacted] didn't apologize to me once for any confusion or why he hasn't made any efforts to call me back. And instead of calming me down as a frustrated consumer, all he did was insult me by calling me names (to get my '[redacted]' out of his store, called me [redacted] (instead of [redacted]), told me that his daughter can kick my [redacted] from here to where ever, that spending my hard earned money of $734.89 made me a poor little girl and proceeded to call the police). Also he informed me that it would take 2 weeks for a refund but he will make sure that it will take a lot longer. Is this the kind of customer service this company represents to all minority females by insulting her figure and refusing to help in any way form or to calm me down??!!! And still I have not received a call.Desired Settlement: I would like upper management or corporate office to call me back for an official apology for their employees behavior and have the funds refunded to me immediately!

Business

Response:

Sales Order # [redacted]After the incident at the showroom, the customer was contacted by management, and a refund has been processed to the customer’s Visa account.

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 have incurred further frustration with upper management when they have contacted me yesterday. Did they apologize for the situation yes, but without remorse. The district regional manager contacted me and he said the following (not in this order):-We apologize that this situation was escalated to this point-It seems to be both parties fault for this situation and that you were combative and abrasive to the store manager and this is why the police were called in.I have never claimed that I was calm, I said I raised my voice and was abrasive when I came in DUE TO THE FACT that no one would get back to me in regards to my furniture. When discussing the situation further, I told him why I was more combative and wanted to verify with him if it was normal practice to have their employees or managers call customers who PAID IN FULL for the furniture, '[redacted]'.......'[redacted]'.....or '[redacted]' and then have them get up and get in my face acting in a threatening manner? And the district regional manager said that the store manager [redacted] didn't disclose that information to him. Seems to me that [redacted] wasn't honest of the full situation. [redacted] also didn't tell the truth stating that the officers called in for 'back up' because the 2 original police officers couldn't calm me down and they called for a female officer. I told the district regional manager that [redacted] is now lying. For him to check the CCTV in the store to see if I was threatening and if there was a female officer (which there wasn't).Refund is an obvious solution. In my 40 + years of living in the United States of America have I had this kind of hurtful and offensive behavior shown to me with absolute disregard for respect. As a customer, who has paid for an item (over $700.00) and not received product on the date that was promised and been insulted racially, physical appearance and assuming my financial background and to have upper management accuse me of being part of the issue that escalated the situation........THIS IS UNACCEPTABLE. The only way I will be 'satisfied' of this situation at this point, is now to receive a 'formal letter of apology' from a C level staff of Jennifer Convertibles and and verbal apology from [redacted] the Manager.

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

Sincerely,

Review: Based on the company’s Jennifer Worryfree Guarantee the delivered product does not live up to the stated stipulations that “Jennifer Convertibles guarantees to you, the original purchaser that the wood frame construction, upholstery fabric, seams, seat cushion cores and other padding materials, springs and webbing, bed and recliner mechanisms, the mattress and all tables will be free of defects, due to faulty materials or workmanship, under normal household use for a period of one (1) year from the original delivery date.” Moreover we have already complied with the Gaurantee’s stipulation that damages be reported within two days of pick up / delivery. We adhered, through our efforts with your service personnel, to Jennifer’s requirement that “all covered repairs will be made up to manufacturer’s standards within 60 days of your initial complaint” and more importantly we were never advised that we “will have the option of continuing service, receiving an exchange, or returning furniture for a full refund.” Based on the foregoing Jennifer Worryfree Guarantee it should be more than apparent that the company hasn’t fulfilled the terms and conditions of it’s own guarantee.Desired Settlement: We are writing to you to point out the unsatisfactory condition of the sofa we purchased from Jennifer Convertible, which was dropped from the back of the delivery truck, and which has never been satisfactorily repaired. Furthermore, Jennifer has apparently chosen to ignore the assessment of their own factory authorized service technician who told us that a repair strip needs to be added to the affected area of the damaged piece and instead have chosen to claim, without proof or actual inspection, that, “it is up to manufacturer standards and does not require repair or replacement. The concerns you had about your furniture are just normal characteristics of the piece.” Lastly, there is nothing in your assessment of the situation that addresses our concerns about the constant problem of static shock that obtains from the nature of the fabric used in upholstering this piece. As such we would like a full refund and have the piece returned to Jennifer as it is defective.

Business

Response:

Review: 1. I bought a leather sofa and a love seat from Jennifer Convertible on 8/**/2004, I also bought a life time warranty that promised replacement of furniture in event of cut or damage from cigarette burn. On june 2012 when a presented a claim some cut to the furniture to their repair department they refused to repair the damage as promisded when the warranty was sold to me.They have been giving me a run around including a generically worded letter that contained confusing and contradicting language which was never communicated to me when I purchased the life time warranty. I believe Jeninifer Convertible sold me a policy by deception knowing fully well that the policy was worthless to me. They cashed in on my monet and then lies! 2. On 11/**/2007, I made a second purchase from the same company prior to putting a claim on the first purchae made in 2004. I also bought a life time warranty to cover damages to the furniture, an investment I now regret, since the warranty was not worth the paper it was wriiten on. On May *,2012 I presented a claim for "peeling of the leather" which was declined because the damage was not reported within 7 days,( the claim was timely made but it took Jennifer about thirty days to respond). Please not that the kind of damage on this second funiture is a misrepresentation of the advertisement of leather seater and side vinyl. I expected the vinyl sides to peel and not the leather seater, I believe that Jennifer Convertible knowingly sold me VINYL in place of LEATHER seater and vinyl sides in deception. Attempts to resolve the problem with the company has failed and I am please requesting your office to assist me in resolving my complaints. Again, I need your help to get these issues resolved as I have made series of attempts at getting Jennifer Covertible to do the right thing for me but they have ignored me.Desired Settlement: I would like them to replace the two sets of furniture for me in agreement withe the warranties sold to me each time.

Business

Response:

Review: I requested repair of my Sectional-Right Arm Facing Sofa - Food & Beverage. I purchased the sofa in 2005 with a lifetime warranty for damages for food and beverages. THey have now informed me that the protection plan has expired which is incorrect.Desired Settlement: Either a repair or an exchanged as promised when sold to me. They have taken 3 weeks to respond and when they finally did they indicated that the warranty expired. Additionally they have advised me not to repair anything until they contact me and since it has been 3 weeks it might now stain permanently. Therefore we might need an exchange or a full refund. I have had multiple issues with this store and this has been multiple complaints. Original compliant was when they failed to deliver as promised, then they only delivered half of the couch, then they had the wrong color and then they wanted to charge me for 3rd delivery. Then I had a stain and they indicated I did not purchase warranty. I complained again and then they sent someone after a couple of weeks to fix the stain.

Business

Response:

Review: All of the leather is or is about to have peeled of the sofa of my sofa set. I bought the set in 2009 and protection for 5 years. I loved the couch. Dark brown soft leather. I asked for the sofa to be replaced but the item was discontinued. Obviously the item was discontinued because it was defective. The offer was 50% off a new purchase. Having all of the leather, and I mean all of the leather peeling off a couch and the response being “come spend more money with us” is horrible. I now have to buy a whole new living room. It is was also ruled as a defective product from guardsman, the company you suggested I buy protection on the couch with.Desired Settlement: replace the exact item or refund the money of the whole set. Removal of old set.

Business

Response:

Sales Order # [redacted]

Although the customer’s

furniture is out of warranty, the call center director contacted the customer a

few days ago. We made an offer that the customer accepted for reselection /

exchange of his 5 year old furniture.

Review: I purchased a new Jennifer Convertibles memory foam mattress pull out couch bed. I have had this bed now for approximately one month. In this time I found a very large soaking wet spot underneath my mattress in the middle of the bed. It has produced a large amount of white and black mold spores. At first I tried to wipe it and clean it so that I would not get sick, and also called in a complaint with Jennifer Convertibles. I took photos of the problem also. Unfortunately I do not have another bed to sleep in so I still sleep on the molded mattress. The wet and mold have returned once again. I understand this is a natural phenomenon of memory foam mattresses. Therefore I asked Jennifer Convertibles to exchange my mattress for an alternative material such as an air mattress. They denied my claim so far stating that I can only do an even exchange for the same type of mattress. This is unacceptable as I have been to the doctor and have been diagnosed with [redacted] problems. I now must sleep on top of the couch to ensure that my condition does not worsen. I would like your help in refunding my money completely for this purchase or exchanging my memory foam mattress for the air mattress at no extra cost to me. My Order number with Jennifer Convertibles is [redacted] The person I spoke to at Customer service is [redacted]Desired Settlement: I would like a full refund for my purchase or at least a free exchange to an air mattress to ensure that this problem will not happen again.

Business

Response:

Sales Order # [redacted]

The customer’s sofa bed has been picked up and returned to

our distribution center. A refund is being processed to the customer’s credit

card and finance 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.

Sincerely,

Review: I bought a couch and ottoman from Jennifer Convertibles along with an $700 lifetime warranty (%25 of the value of the purchase). I have damage to the ottoman and Jennifer C. say they will not fix because they are not servicing my area anymoreDesired Settlement: Repair, replace, or a refund of the $700

Business

Response:

Sales Order # [redacted]

The customer’s furniture was delivered in 2007 and our customer care

center has no record of speaking with this customer since 2007. The customer indicates

that he paid $700.00 for the Upholstery Shield leather plan. According to our

records the plan was purchased for 299.99 in 2007 to cover the 2-piece chaise sectional

and a matching ottoman. I will have a customer care representative contact this

customer to see how we might assist him.

Consumer

Response:

I have examined the receipt more carefully, and Jennifer's Furniture is correct that the policy was $299.99. However, I did contact customer service about two weeks ago. And further more, I still have not heard from Jennifer's to this date. So I do not reject the information from the last email, but I also do not see the issue resolved until Jennifer's upholds their end of the contract.

Review: I brought a love seat and couch from Jennifer Convertible at the time of purchase I purchase an extended purchased leather plan which is to be honored for the life of the furniture. I telephone the customer service because there is a tear in the couch. I was asked my phone number and the customer service representative looked up my account, I explained that someone sat on the couch with keys in their pocket and it put a hole in the couch, the representative stated that it was a covered accident, she then asked me to send her a picture so she would know what the technician would need to do. I sent the pictures and for a week I did not hear anything. I emailed the company yesterday and today I received a response that I could not be helped. I telephoned the [redacted] ([redacted]) and he stated he would look into in after I held on for several minutes he stated that yes your warranty covers accidents but this is probably wear and tear. I told him again this was an accident that someone sat with keys in their pocket and the couch tore, it is covered. He said yes that is covered but he spoke to his [redacted] and the pictures look like just wear and the company could not help me. I asked what else could I do and he said I could purchase another cushion but that would be expensive, then he stated that would not be possible because they no longer have that couch. So I stated I would like the warranty that I purchased to be honored. [redacted] stated that no, my warranty even though it covers accidents my accident would not be honored.Desired Settlement: I would just like the leather warranty I paid for to be honored. I paid for it the accident is covered I don't understand why I am receiving a hard time.

Business

Response:

Sales Order # [redacted]

The furniture has been in the customer’s home since 10/**/2000. The leather has dried out and worn

through over the past 13 years of use. This is not covered by the Upholstery Shield leather plan.

A call center [redacted] has attempted to contact this customer.

A message has been left to see how we may be able to assist 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 because:

I read the response and I have tried on 20 different occasions to speak to [redacted], I have left messages but to no avail. Her telephone number is ###-###-#### I believe this is a deliberate attempt not to resolve my issue with the couch. I paid for an agreement which includes cuts, ink, fire (just to name a few) to the couch and love seat and in the 13years that I have owned the couch and love seat I have never used the agreement. I would expect that a company would honor an agreement made with a consumer especially since it is for the life of the furniture not for a specific amount of years. Please advise as to what I should do next. Thank you.

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

Sincerely,

Business

Response:

Review: RE: Order# [redacted]

Hello,

We have purchased a sectional sofa (9 pieces) and a table with 4 chairs at San Francisco location of Jennifer Convertibles in June 2014, plus we have purchased the Protection Plan. The invoice total was $ 2900.41

After three days one of the chairs broke and later was fixed by Warranty which we purchased.

In April 2014 one of the sofa’s sections broke and JC sent the repair service, the service inspector tried his best to fix the piece. But the sofa appeared to be of such a bad quality with poor construction with danger to do anything with it, because the pieces were falling apart and nails sticking out everywhere, but he did what he could. After two months 2 more pieces broke, then one more. You can see from the attached photos the actual condition and quality of the sofa. The service guy was not able to fix the ottoman piece and he reported to the JC that the piece is not repairable; JC offered us the refund for this piece in the amount of $260, which we accepted and JC sent us a letter to sign that after repair we accept this piece “As Is”, which we signed and sent them back.

Sometime later 3 more pieces simple fall apart. We again got in touch with JC who by that time closed all the locations in Northern California. JC said that they could not do anything because now this is not their problem anymore because we accepted the piece in as is condition, the correspondence back and force began, because we hen the letter signed the one piece was not repairable what they refunded us with. But the person who was working with us og course by some magic will does not work in JC anymore as they state.

Aster dispute they offered to send the repair guy to inspect the sofa.

On the [redacted] of September a furniture repair technician was sent by Jennifer Convertibles to inspect and fix the broken elements in the sofa unit. After the inspection of all the units was completed, the technician explained that the units (5 pieces) are not repairable because this is not good furniture; these are low-quality “boxes” which are falling apart.

The technician has provided JC with a relevant report about a real and present situation and the condition of this so-called “sofa”.

After that JC did not contact us, did not return our Emails and plays silence.Desired Settlement: To be refunded.

Business

Response:

Sales Order # [redacted]In March of this year we offered and the customer accepted a

payment of $250.00 to keep the furniture on this sales order in “As-Is”

condition. (Copy Attached)

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 have explained several times to JC that there was mistake (or cheating from JC side) and I never discussed with Mr. D[redacted] (a manager of that store) such conditions.We agreed with Mr. D[redacted] that JC refunds one item only (which costs 250$), because the technician said that the item was so bad quality that there was no chance to fix it.I purchased the furniture for 2900$ and additionally to that I purchased a warranty which costed me about 100$.The furniture started breaking almost from the first day of the delivery and it was repaired about 7 times during the last yearand it makes no sense for me to refuse the warranty and get only 250$ of refund. It just makes no sense and this is not what we agreed about with Mr. D[redacted].I asked JC many times to talk to Mr. D[redacted] and confirm the terms of our agreements but it was ignored.I'm absolutely fine to return the refund of 250$ and get my warranty back.

Review: February 2013 we had purchased a sectional couch. And a warranty from guardsman. August of 2013 we noticed a small rip in one cushion. I felt this was not a Hugh deal, but the whole began to get larger so September possible early October we contacted guardsman as we assumed this is company that fixes it so they tell us to take pictures of damage n email it. Which we do... A few weeks go by and my husband then calls guardsman to ask why no one has called us because couch is getting much worse. Know wood is busting threw cushion. You can't sit on 2 sections . We'll they claim they did not get pictures or only got one . So we resend again. Revived a call 2/3 weeks later know December. After holidays and schedule they come sometime January . To then tell us oh no. We don't fix that you need to contact Jennifer convertibles. Well why not say that all along,so we contact Jennifer convertible .which is know February to tell us we are in the one year limit!!!!! So they can order parts blah blah..... We'll know it's April.... Still no word.... I spent over 1,000 dollars for this couch... The few times we called oh ordering parts and at this point nails r coming out of sides of couch my family can't even sit on most of the area of couch,Desired Settlement: I will be willing to just get a new couch

Business

Response:

Sales Order # [redacted]

The components ordered for this customer recently arrived from

the factory. They have since been sent to the tech company to schedule and

install. The service company will schedule a date directly with the customer to

install the components received.

Review: After visiting the showroom on August [redacted] , [redacted], [redacted], told us the sofa we were looking at was on sale from 999 to 799. We were already purchasing a dining set and it would be cheaper to buy them all at once to save on shipping. She also said the sale would end on Tuesday Aug [redacted]. We decided to buy it. On Tuesday evening, the day before we were to receive delivery, I had a question so I went to the website and noticed the sale we were told about had the sofa marked down to 699. I called the next morning to have the issue fixed and was told that since I agreed to the higher price, they would not the difference. I told them they advertised one price and charged a different one. This was overcharging me and wrong. She said the salesperson was the regional manager and was not in the store. She said she would have her call me back. She never did. The sale price was incidently carried over and is now part of their labor day sale.Desired Settlement: I would like the advertised price to be honored and a refund of the difference plus tax to be issues.

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: Let me 1st state that my boyfriend [redacted](the other purchaser)is the retired U.S Marine, not I. We purchased 2 ottermans & a couch from Jennifer Convertibles @ [redacted]. We were told that the leather would not rip & it did. I've called them & they told me that they would send me the material & when I receive it I should call them & they will send someone out to put it on. They called me again & told me that they'll only be sending me material for the couch & not the otterman which is the same material, the reason they gave me is because they don't have the material cut for the ottermans.Desired Settlement: I just want it to be fixed or replaced.

Business

Response:

Review: I bought a couch and loveseat on 2/**/2013. It was delivered about 6 weeks later. When unwrapped the webbing was coming off the bottom, so I wrote on the delivery receipt that it needed fixed. They did send someone about a month later and he fixed it. Around a few weeks later a client was over my house and pointed to the back of my couch which is on the second level of my tri level townhome. I went to looked and it was one of the springs coming out the back of the couch. I again called Jennifer's and they said they would send someone. I waited around a month again, and in that time three more springs where coming through the back!! The same person [redacted] came to fix it. He could not fix it due to needing leather for the repair. I was angry, because I should not have to have such a large repair on a NEW couch. I called the store and asked for an exchange. This frame was constructed very poorly. They told me no, they can only repair it. At my wits end I waited again around other month. Meanwhile this time the cushions started to separate from the couch, leaving a gap big enough for me to fit in. Very unsafe!!!! I have two kids!!![redacted] again came out and stated that he could not repair this couch. It was non repairable inside back frame. All inside back webbing totally unusable. Total frame failure! I waited another month for claims. The loveseat started doing the same thing!!! I had bought from Jennifer's Convertibles before and the couch was great. It was over 10 years old and the color was fading, but frame was good. I stated to claims this and [redacted] told me I could exchange it only for the same style. Really that's crazy! Now I am waiting for someone to look at the loveseat, which now has a spring coming through the back! ORDER # [redacted] Came back to this step because I am not sure of all the dates I had made complaints, so many. [redacted] has been to my house three times and he took many pictures. He works for US Quality # [redacted]Desired Settlement: I was hoping that Jennifer's Convertibles was going to do the right thing and let me do an exchange for a different brand. If they give me the same couch It will most likely fall apart too, because of this design I do not want to go through this nightmare again!!!! It makes me sick to my stomach that I am making payments on this every month to GE Money!!!

Business

Response: