Jennifer Convertibles

Review: A few years ago, I purchased furniture from JC at the time of purchase, I also purchased the lifetime replacement insurance. On or about September [redacted], I contacted JC to file a claim regarding my damaged furniture. My couch was accidentlay ripped when moving a glass table. Upon review of my claim, JC has stated that my item would not be fixed or replaced, due to the peeling leather and condition of the couch. My claim was filed based on an accidental rip. My claim was not based on any peeling furnitue. The representative that arrived to my home stated that my couch could be repaired, and that it would need a new back covering. I contacted JC and was informed that my couch is not going to be fixed due to the peeling. Prior to this recent claim, I made an initial claim regarding what I thought was a rip in my couch, JC informed me that my furniture had dry rot, and this was not covered. I spoke with a rep and the rep informed me that my couch was not in good enough condition, (they insinuated that it had been mistreated and or neglected) to be repaired. I should not be held responsible for dry rot. I understand peeling is not covered in the plan; however it has now become a safety concern for me. Shortly after this claim my two year old special needs child choked on a piece of this peeling furniture. I contacted JC to inform them of this incident (not file a claim) and was informed that peeling is not covered in my insurance. I was not offered a policy or help in how to reduce such incidents.Desired Settlement: I would like for the rip in my couch to be repaired. If this can not be repaired I would like for my couch to be replaced.

Business

Response:

Sales Order # [redacted]

Unfortunately the issue the

consumer is complaining of is not covered under her plan. As a courtesy,

we have offered the customer 50% off a new purchase. We hope she takes us

up on our offer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Asper my contact/lifetime replacement agreement, accidental rips are supposed to be covered. My complaint is not based on my sofa peeling. I have never put in a claim for the peeling. My issue is the rip that is supposed to be covered. JC is telling me that due to my couch peeling, the rip (which is covered) can not be fixed. The peeling has led to safety concerns, but again I never put in a claim for this. I did call to inform JC of my concerns; however that has nothing to do with the actual rip on my couch. I was informed by the person who inspected my couch, that the couch would be able to be repaired.

repaired

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

Sincerely,

Review: I purchased a sofa from Jennifer Convertibles that, upon delivery, did not fit through my doorway. When I returned to the store, they stated that this sofa typically doesn't fit through doorways and we would have to purchase another delivery package for an additional $217 that would include dissasembly to fit through the door, and then reassembly once inside the apartment. We were told that this delivery package meant that the sofa was 100% gauranteed to fit through the doorway to our apartment. On the day of that delivery, we were informed that this sofa was not able to be dissasembled. We returned to the store for a full refund. The store refunded the price of the sofa, but did not refund the price of the 100% gauranteed delivery package instead stating that this request had to go through their corporate office. The store stated that they would reach out to headquarters to process it. It has now been three weeks and they have yet to refund our money.Desired Settlement: Refund of $217.75 for the failed "gauranteed delivery" attempt.

Business

Response:

Sales Order # [redacted]

We apologize for the delay / oversight. The balance of the

refund ($217.75) has been processed to the customer’s Visa account. It will

take the bank 3-4 business days to apply the refund to the individual customer

account.

Review: About 6 weeks ago my girlfriend, on my behalf, purchased a sleeper sofa from Jennifer Convertibles store on [redacted] in Manhattan. My daughter was coming home from Israel for a few weeks and I needed something comfortable for her to sleep on. At the time she was told that the mattress that came with the couch was not that good so she should upgrade the mattress, which she did at a cost of $304.85. The sofa and upgraded mattress were delivered to my apartment at [redacted]. When we had the chance to look at everything we noticed that the so called upgraded mattress was the exact same mattress as the one that came with the sofa. And, it was so uncomfortable my daughter slept on another mattress on the floor! We then started making calls to find out what was going on and were given a complete run around, call this person, then that person then customer service then another person etc. We finally got a [redacted] who agreed to credit my credit card for the extra mattress. A woman called to arrange to pick up the mattress and then called back for my credit card information.[redacted] has turned out to be a lier and thief. The mattress was picked up from my apartment on November ** and notwithstanding multiple promises to first credit my credit card and then to send me a check I still have received nothing. He at one point offered me a further upgraded mattress which he said was on sale for $515 and he would give it to me for just $100 over what I already paid. I went on their web site and the mattress was selling for $420, not the $515 he told me. He never answered me when I confronted him with this. I have many e-mails from me and him especially where he says the refund is coming. Can you help me with this? If they are doing this to me I have to beleive they are doing the same thing to others.Desired Settlement: I just want my refund. Their business practices should also be made known

Business

Response:

Review: To Whom It May Concern:I am writing to Revdex.com hoping you may help me with the issues about Jennifer Convertibles, I am extremely upset and disappointed. The furniture I purchased was a leather couch recliner and leather chair recliner with a total of $1,646.14 with a 1 year worry free quarantee.Recliner Couch (comes in 3 parts and is put together in the home)Purchased 3/*/15 delivered 3/**/15 first and foremost the delivery men took the plastic covering off by their truck and then dragged it on the concrete and scratched the arm. I brought it to their attention and they told me to refer it to Store and then call Warranty company which I did immediately. Then started a email trail that I can provide to you for proof for almost 3 months. Shortly after that a red discoloration developed on the seat. The seat cushion also started to sink and does not align with the rest of the couch It looks like a 20yr old couch. I also brought to their attention the head rest is sunken in as well.Recliner Chair:Unable to close foot rest .A Jennifer Convertible techician was send from SAW Industries to inspect both pieces of furniture who seemed to agree with all the findings and then changed his story. I was told by the Warranty company they will not clean the red mark on the couch. They also said that my legs were to short to close the recliner chair footrest this is ludicris and will not fix it. I am 5'4 and my legs are normal length. As for the couch I would not get a new section of the couch that has sunken that it will just get stuffed. That is not what we discussed and I do not want stuffing on a brand new couch I want a new section since they come in three sections (if you are facing the couch it is the left side)At present I am not sitting on my couch and cannot sit in recliner chair as I become stuck and cannot close it.Please help me resolve this matter. Please contact me if you need additional information.Thank you for your time and consideration.Desired Settlement: Replace the one section of the couch sunkin in I do not want it stuffed. Fix mechanism on recliner chair so it will close.

Business

Response:

Sales Order # UJN [redacted]A service tech was out to the customer’s home and confirmedthe damage caused during delivery to the reclining sofa. Authorization toexchange the reclining is being processed. The local showroom will becontacting the customer shortly. The service tech also inspected and noted thatreclining chair was operating properly and was up to factory specs. As acourtesy, we have requested a different tech company provide a 2nd opinioninspection and to service any defects found in the chair operation.

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]

If I understand correctly ... Replacement of the exact recliner sofa is acceptable.the recliner chair is unacceptable must be fixed or replaced.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I am in agreement that the recliner sofa will be exchanged out for a brand new recliner sofa The recliner chair still needs to be resolved a technician should come out to the home (this time someone who can fix mechanisms in chairs) and fix/adjust to chair so it will close.Please sent someone qualified to actually work on chairs and recliners and not someone who will make the situation worse.Thank you[redacted]

Business

Response:

Sales Order # [redacted]We previously agreed to exchange the customer’s defectivereclining sofa. If the customer prefers they can reselect to a different model.In addition we have requested a service tech go out to thecustomer’s home and service the reclining chair for any defects in materials orworkmanship.

Review: I was sold the "Lifetime Warranty" a few years ago and after giving me the run-around for several months, Jennifer Convertibles finally replaced the fabric on my ripped couch however, it was replaced with much inferior material which ripped 3 weeks later. I requested a refund on the warranty and they refused. Gave me a coupon for 50% full retail priced couch, and all their couches are already on sale for 40-50% off. The warranty was misrepresented to me when it was originally sold to me. After another few months of complaints, a [redacted] ([redacted]) finally called me and refused to refund the warranty. I feel personally conned and ripped off by this establishment.Desired Settlement: I would like a refund of my warranty since it was not satisfied and was misrepresented when sold to me. Additionally, I would like the 50% off coupon to be off the sale price and not full retail price since all their couches are already on 50% sale and this is basically a ploy to keep me quiet.

Business

Response:

Sales Order # [redacted]The customer’s furniture is 6 years old and out of warranty. As a courtesy we ordered replacementcomponents for the attached seating for both sides of the customer’s sectional.At our expense we sent a tech to install the new components. The customerallowed the tech to install the LF sofa side but refused to allow installationof the RF Chaise side claiming the components were made differently after 6 years. At our expense we ordered and shipped another component to the customer.This was still unacceptable. In February we offered and sent the customer acertificate to purchase replacement furniture at 50% discount off our regular prices. What the customer is now asking for is more than we can do.

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:

1. The warranty I purchased was a "Lifetime Warranty" so after 6 years, it does not expire by definition as claimed by Jennifer Convertible.2. The second piece that Jennifer Convertible claims that I "refused" to have installed was not installed because the material came defective with white spots on the material. I still have the material as proof if required. It was the recommendation of the technician not to install the defective material. 3. The 50% off full retail is a farce because currently, almost all their furniture is already on sale 50%4. The proof that the material was no replaced in kind can be understood in the fact that the original material lasted 6 years and the new material they installed on a portion of my couch lasted less than 3 weeks. Additionally, the texture of the material was different as can be seen when comparing the the re-installed section vs. the original section.

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

Sincerely,

Consumer

Response:

Per your request, I've attached 3 pictures and a scanned copy of my original lifetime warranty and receipt. Couch 1 photo - This picture shows the material that was delivered to my address when I tried to invoke the warranty. There are white spots all over the "leather" like material. Seeing this, the technician suggested not having the material installed.Couch 2 photo - Same as aboveCouch 4 photo - This shows what happened to the material that was installed after I invoked the warranty the first time. This damage happened after 3 weeks of repair, clearly showing that the material was inferior to the material that lasted almost 6 years.Please contact the me with any further questions.Thank you,[redacted]

Business

Response:

We stand by our previous response.

Review: My mother-in-law purchased a sofa bed and recliner on July *, 2013. We were told the deliver was to be August **, 2013. Then, we were notified that the recliner was back ordered, but should be available before the end of August. When that time came, my mother-in-law called again to ask when it would be available. They said they didn't know, there was such a high volume of orders for the recliner. (Even though there was such a high volume of orders for this item, they still went ahead and offered the item again and again when they couldn't even fulfill the orders they already had.)They could deliver the sofa bed, but then there would be an extra charge for delivery when the recliner became available. Of course we did not want to pay extra for delivery. My mother-in-law complained and wanted to know why it was taking so long, but they said they didn't know. Then, they called to tell us the delivery of both items would be after middle of October. The problem with it is that it is a shore house 2 hours away. My mother-in-law goes down during vacation time from her crossing guard job. So, it is a very big inconvenience when we cannot have something delivered for over 3 months after we ordered it. Also, the bigger problem is that we have contacted the store asking for free delivery since we have had to wait so long. We were told by [redacted] at the [redacted] store that we had to speak with his general manager,[redacted]. I called [redacted] 9/*, 9/**, and 9/**. I have never gotten a return phone call from him. I also called their customer service number today and sat on hold for over 13 minutes with no idea of a time frame of how long I would need to wait. It has become extremely frustrating that there is no one to talk to in their customer service department or anywhere about this issueDesired Settlement: I would like to have the delivery charge waived as well as have them aware that there is a serious issue regarding customer service. They need to revamp the way they deal with customer complaints and issues.

Business

Response:

Review: I purchased three beds, and did not notice at time of delivery that one of the headboards had been damaged from what looks like a razor knife, when opening the box. The tear is at the top of the headboard, which is dark brown in color, and not noticed until I went to clean it two weeks later, as I was away for ten days, and it is in a spare bedroom. When I contacted the company, they said that any damage had to be reported within 7 days of delivery, and they would charge me $99. to replace it. Unacceptable! The delivery men are responsible for the damage, and I cannot believe that this company will not do right for the customer, that will not ever shop there again, or will anyone that I know.Desired Settlement: Replacement of the king size headboard,without any $99. fee.

Business

Response:

Review: On 8/*/14 I purchased a 2 Matrix Corner Mocha, and 2 Matrix Armless Chair Mocha (sectional sofa) for $1393.60. I am currently financing this purchase. The product was delivered on 8/*/14. On 8/**/2014 I contacted the show room of Jennifer Convertible where the purchase was made: One Renter Plaza [redacted] - because the leg of the left Corner Sectional broke. The leg sunk into the sofa. I spoke with [redacted] (Identification number [redacted]) and I was told that because it was after 5 pm I would have to contact the claims department Monday 8/**/14. Which I did. The claims department stated that they would have to mail me the part and upon me receiving the part in the mail I am to contact the claims department again to schedule service and repair.

After a full week and no package in the mail, On 8/**/14 I contacted the show room again and spoke with [redacted] again to request a refund. I was told that I must contact the claims department. I contacted Jennifer's claims department on 8/**/14 to request a return/refund of the Sofa. I was informed that because I called the issue in after 7 days that I could not get a return. I asked to speak with a supervisor and I was told that I would have to wait until 8/**/14 to get a call back because the supervisors have a 48 hour policy to return calls and due to it being a Friday that I am requesting a call the supervisor will get back to me on 8/**/14.

On 8/**/14 I contacted Jennifer again after 3 pm to notify them that I received the part and now I am waiting on someone to call me to schedule service. So as it stands, I am financing a defective sofa. The sofa broke within 7 days of the purchase the delivery date was 8/*/14 the item broke on 8/**/14, Jennifer Convertibles claims department was closed therefore I reported it on the 8/**/14. I notified the claims department first thing Monday morning on 8/**/14. I was told that I must wait on a part to be delivered. I cannot reach a supervisor to address the concern and to make a request to return the defective product. I want to return the sofa and get a refund.Desired Settlement: I want a refund of the merchandise. The product broke within 7 days according to their policy. I want a return and a refund.

Business

Response:

Sales Order # [redacted]

A new leg was mailed to the customer and service has been

requested to install the leg and provide any additional service, if needed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Jennifer Convertibles mailed me the wrong part. I received an ottoman leg when I was suppose to receive a sofa leg. I do not own an ottoman. I contacted Jennifer's claims department to report that the wrong part was mailed. I spoke with a rep named [redacted] who stated that a technician will contact me to schedule the repair soon even if the wrong part was mailed. This conversation took place after 3 pm on Friday 8/**/14. I again requested to speak with a supervisor on the 8/**/14 date and I was told that a supervisor will contact me by Tuesday 8/**/14. On 8/**/14 I received a call from the supervisor (name unknown) who stated Jennifer would only do a refund if the furniture broke upon delivery. However online the policy states "Materially damaged or non-conforming furniture can be rejected within 7 days of delivery without penalty." If the claims department is closed how can a customer make the notification within the 7 day claim period??? Next, the supervisor gave me the number to the repair serviceman who is contracted to do repairs for Jennifer. I contacted the repair number I was given which is [redacted]. No one answered and the mailbox was full. On 8/**/14 I called the repair serviceman again. This time I left a message. Today is 8/**/14 and I have not received a call. The supervisor assured me that someone would schedule a time to service the sofa that I haven't been able to use since 8/**/14 (please note the date as I made an error in my original complaint) This sofa is defective. I am asking for a return and refund. Today I received a bill from the finance company requesting a payment which I will make good on. The issue is that I have a defective sofa and Jennifer is not handling this issue in a timely nor professional manner. I want a refund not a repairman. The supervisor stated that the serviceman would have to make a decision on an exchange if the sofa is beyond repair. This is unacceptable. 7 days within my home and the sofa broke. Again, I want a refund not an exchange.

]

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

Business

Response:

The customer was serviced on 9/*/14.

Review: On August [redacted] 2013 I spoke to a representative regarding my couch cushion which seemed to be sinking in more than usual. It was confirmed that I have a defective couch cushion. About 2 weeks later, on August [redacted], I received a letter stating in 12-14 weeks I would receive a delivery. Since then I've called several times and have been told that it will come soon but was never given an exact date.

Finally, during the Thanksgiving day week I received a delivery. What I found inside was a piece of furniture that had no covering and does not even seem to fit with my couch set. I was not told that I would be receiving this delivery during the holiday and was not offered any assistance in the set up. After calling and emailing, the company sent a representative to come to my home.

When the representative came to my home to look at the furniture he concluded that the damage was due to manufacturer malfunction. On August [redacted], 2013, I received a letter in the mail that said you would send a technician to come to my home to repair. It said that there would be a wait time of 10-12 weeks.

In the end of November I received a box with a piece of incomplete cushion that had no fabric on it, came with no instructions, and I simply did not know what to do with it.

I reached out to their customer service and was told to wait again and someone would come to assist me.

In the beginning of March, I received a phone call with an offer for $200 so I would drop the claim. When I declined, the representative told me to come to one of their retail stores to pick out a new couch. At the store I was not able to find a couch that would fit into my living room space. I also spent additional money on accessories like pillows and throw covers to match the couch I originally purchased. I spent almost $500 on accessorizing a malfunctioned piece of furniture. The store then gave me a 2 week ultimatum to make a decision on a new couch. I do not appreciate being put on a time frame when I have already been severely inconvenienced.

This issue has been dragging on for almost a year now. It is completely unacceptable. I have spent a lot of time and money on this problem and I am beyond frustrated. The company only causes headaches and back problems because of this broken furniture.

I also spoke to their head of customer service and they do not offer me any support and have begun to ignore me.Desired Settlement: I would like a refund so I can buy a new couch at a different vendor.

Business

Response:

Sales Order # [redacted]

Parts were ordered for this

customer and unfortunately they were unavoidably delayed from the manufacturer.

As a courtesy, we agreed to exchange the customer’s furniture. We can exchange

for the same model or if the customer prefers she can reselect to a different set

of equal or greater value, paying any difference in pricing. A return and full

refund of the existing set of furniture is not an option we can offer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This issue has been going on for over a year. The company has not honored their original warranty/insurance on the furniture that I purchased from them. Their lack of care and disregard for my issue has been evident in their customer service. Furthermore, they previously told me that the furniture that I originally bought has been discontinued. It should not be my responsibility to pay extra for a new set. I have a very particular layout in my apartment and the options that they offer do not fit. Also, as stated before, I have purchased additional accessories to match the couch I first purchased from them. The only resolve I see is that they refund me my money, since they can't give me back the time and energy I spent on this complaint.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This issue has been dragging for over a year. You have informed me that the model I currently have has been discontinued. Why must I, as the customer, be obligated to choose a couch that I do not like just because it is the same value or pay more for a new model? The original exchange would have sufficed a year ago when I first reached out to your company. At this time it does not. The lack of customer service and attention that I have received from your company is disappointing and disrespectful. I would like a full refund for my item and not to deal with this anymore. It is very disappointing that a large company like Jennifer Convertible is does not care about their customers and only is interested in sucking out more money.

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

Sincerely,

Business

Response:

We stand by our previous response.

Review: 10/**/2013 We purchased a couch from Jennifer Convertibles via charge. A couple days later, I added an Ottoman to the order for which I paid cash. The product was delivered on 11/*/13. A couple of days after we received the couch, we noticed that the cushions do not stay on the couch and that the couch was defective because of this. We thought that the store may be able to fix the problem and went back to the store of purchase, where we spoke to the [redacted] and they told us that there was nothing that they could do at the store level and that they would forward our complaint to customer service. Several days later we received a call from the customer service that said they would send a technician to come evaluate the issue. They gave us a waiting time of 9-5 on a Sunday (our only day off that week), and arrived at 4:45. The "technician" came in, did not talk to us, and took a picture of the couch, and left. He did not ask what the problem was nor try to communicate with us in any way. We went to the store the following day and asked what was going to happen. The store told us that (again) they did not have any control of the situation and to come back in a week if we had not heard from customer service. I did receive a call from customer service a few days later, and spoke to a woman that was extremely rude and condescending, she did not identify herself by name. She told me that an order had been put in for new cushions. I tried to explain that the couch was new and that we did not need new cushions, and that we thought that perhaps they could fix the cushions onto the couch, maybe with velcro. She was very rude and told me that no, we were getting new cushions and that she was closing the complaint. At this point, I politely told the customer service agent that I was not satisfied with keeping a defective couch, and that I would be willing to exchange the couch for a store credit and use it towards a different couch. The customer service agent told me that there was no way that she would let us return the couch and that she was sending us new cushions.

We went back to the store and spoke to the store [redacted] about how rudely we were treated over the phone by customer service. It was at this time that both he and [redacted] a salesperson there, both told us that unfortunately the 2 ladies that handle their customer service are very rude, and that they are even rude to them. They told us that they would forward our complaint to their area [redacted]. [redacted] told us on another visit that, yes, indeed the store new that the couch we purchased had a defect and asked us not to tell anyone he said this, but that all the salespeople including the [redacted] new this.

On February [redacted], we received a letter stating that the components that we re-ordered would arrive in 10-12 weeks. At this point we were very frustrated as we did not need new cushions, as the couch was new, we needed the defect of the moving cushions to be fixed. At this point we were quite upset and frustrated at the amount of time and effort we were putting into the situation. We went back to the store March [redacted] to check in and see if there had been any resolution and again spoke to [redacted] and [redacted]. At this point they told us that our best bet would be to file a complaint with our credit card company, which would obviously not help with the $250.00 cash that was paid.

This week we received a letter from the credit card company that stated that they would A. need a letter from Jennifer Convertible stating that the couch was defective or B. we could have another company come and evaluate if the couch is defective and have them write a letter. On April [redacted], we went to the store to ask if one of them could write a letter and, the store was no longer there. As of today, I am trying to figure out if I can find another company or a licensed professional to write a letter for the Visa card so that they can pursue the issue.Desired Settlement: We would like a complete refund of the product both credit and cash portions which totals to $1012.51. We feel that this is the least that should be down for us at this point and time for all of the stress caused by this situation. If they want to pick up the product when they refund us, we should not have to pay an additional fee.

Business

Response:

Sales Order # [redacted]

The customer’s furniture is under warranty and we reserve

the right to service the furniture under that warranty. A service tech was out

to the customer’s home. Based on his report new seat cores were ordered and

have already been shipped to the customer. A request to the service company to

return and install the new cores has been submitted to them.

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]

Actions taken by the business does not correspond to our complaint. The new cushions sent by the business do resolve the problem, which is a design flaw by the manufacturer: the cushions do not stay on the couch, which is our initial complaint. After months of verbal dispute with the company, Jennifer Convertibles has refused to address the issue. We did not need new cushions, and we clearly stated this over the phone to the Jennifer Convertible rep, who was very rude to us. We have very clearly stated that the couch that we ordered is defective AND the store management verbal agreed that they sold us a couch that is defective. After this, we asked for a refund with store credit. After more time, we we want a complete refund for the product as we are disgusted with the customer service (or lack thereof). This is a breach of their guarantee which clearly states: the furniture will be "free of defects, due to fault materials or workmanship, under normal household use for a period of 1 year. We first filed our complaint to them a week after purchase and have been ignored and passed from one person to another since then. Management has refused to handle our case appropriately.

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

Sincerely,

Business

Response:

Sales Order # [redacted]

Some movement / sliding of loose seat cushions are normal. I

will have a service technician go out to the customer’s home. According to our

records a tech has not been out since the new seat cores were delivered to the

customer.

Review: I purchased coaches ten years ago and paid for life warranty I was told that if my coaches gotten torn or messed up in anyway they would be replaced. For the past year I have tried replacing my coaches and they have denied me numerous of times. Please contact my cell phone as soon as possiable.Desired Settlement: the coaches I purchased came out to 1,499.98 I would life the same amount I paid for or a replacement.

Business

Response:

Review: couch is just over a year old and is peeling and cracking....Desired Settlement: hopefully we can either get a refund or a replacement ....

Business

Response:

Review: In May 2008 I purchased a three piece leather couch set from Jennifer Convertibles in Tamarac, Florida. I also purchased their lifetime warranty package. The total in which I paid was over 1600.00.

In 2010 I noticed that the leather was buckling. I live alone and do not have young children so the furniture was taken care of. When I saw the buckling I was concerned but it was only on several spots

so I did nothing at that time, Then several months later in 2011 I noticed it was peeling. So I tried to contact the store in Florida and found that they were out of business in the state of Florida. I found

out that they had open stores in California and Illinois. I called one of the stores in California and they told me to call the Warranty company, so I did so. They stated that they could not help me because

peeling was not covered under warranty. So I called back the California store and asked for [redacted]. He referred me to another person and she (dont have name) said she couldn't do anything

because there were not any Jennifer Convertibles open in Florida. I was totally annoyed so I listed them in Florida with the Revdex.com and [redacted]. Neither one could help me. I had to

again purchase another couch because it was peeling so badly that when a person sat on them they would have leather pieces on the back of their clothing. Now today, Sept. *, 2013I heard on Today Show

NBC, that there are many complaints for this company regarding their leather furniture. When this was happening I was unemployed and really could not afford to replace a couch set.Desired Settlement: I would like them to pay me for replacement cost of a new couch set.

Business

Response:

Sales Order # **

The customer was called by a

customer care supervisor. We offered and the customer accepted our offer to

refund the cost of the Upholstery Shield plan. A release is being mailed to the

customer to sign and return to us for cancellation and refund of the cost of

the plan. (Copy attached)

Consumer

Response:

Review: I PURCHASED LIVING ROOM FURNITURE FROM JENNIFER CONVERTIBLES, [redacted], PHONE NUMBER [redacted] AND MADE FINAL PAYMENT ON JANUARY **, 2014. I HAVE BEEN ENQUIRING ABOUT DELIVERY TIME FOR THE PAST SIX MONTHS DURING WHICH I WAS MAKING REGULAR PAYMENTS ON THE FURNITURE. I WAS TOLD THAT AFTER I MAKE FINAL PAYMENT I WOULD RECEIVE THAT INFORMATION. TODAY, 1/**/2014, I MADE THE FINAL PAYMENT. I ASKED WHEN I COULD PICK UP THE FURNITURE AND THE RESPONSE I RECEIVED FROM THE [redacted] WAS THAT, "YOU DID NOT PAY FOR DELIVERY. AS A RESULT, YOU HAVE TO WAIT ONE MONTH FOR DELIVERY". DURING THE TIME I WAS MAKING PAYMENTS AND ENQUIRING ABOUT DELIVERY, I WAS TOLD THAT I COULD PICK UP THE FURNITURE FROM THE STORE SOON AFTER I MAKE THE FINAL PAYMENT. NOW [redacted] IS SAYING THAT I CANNOT GET THE FURNITURE BEFORE ONE MONTH SINCE I DID NOT PAY FOR DELIVERY, INFORMATION WHICH WAS NOT GIVEN TO ME BEFORE AND IT SEEMS I AM BEING PENALIZED FOR NOT TAKING THE STORE DELIVERY OPTION AS OPPOSED TO PICKING UP THE FURNITURE MYSELF FROM THE STORE. [redacted]'S TONE WAS SPITEFUL AND SUGGESTED PAYBACK FOR NOT TAKING THE THEIR DELIVERY OPTION. I WOULD LIKE TO HAVE THE FURNITURE AVAILABLE FOR ME TO PICK UP AT THE STORE IN TWO WEEKS OR GET A TOTAL REFUND OF ALL I PAID, EIGHT HUNDRED SEVENTY DOLLARS NINETY-NINE CENTS ($870.99). THANKS FOR YOUR INTERVENTION IN THIS MATTER.Desired Settlement: I WOULD LIKE THE FURNITURE TO BE AVAILABLE FOR ME TO IT PICK UP AT THE STORE IN TWO WEEKS OR LESS. IF THEY CANNOT FILL THE ORDER, THEN THEY NEED TO RETURN THE FULL AMOUNT I PAID, $ 870.99.

Business

Response:

Sales Order # [redacted]

The customer has opted to pick up the furniture from our NJ

Distribution center rather than use our professional delivery services. Stock

availability on any given item fluctuates all the time as the distribution

center services all of our showrooms along the east coast. The showroom is

unable to schedule a pick up date unless the furniture order was paid in full.

The furniture is scheduled to be received on 2/*/14 and the customer has reserved

2/* to pick up the furniture.

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:

First of all, I did not agree to pick up the furniture on February * as stated in the business response. I spoke with [redacted] on January **, and he offered for me to pick up the furniture on February and that I need to be present at their New Jersey warehouse before 1300 to collect the furniture. I responded to [redacted] that I cannot wait until February * to get the furniture and that I am requesting my money back if I did not get the furniture by January **. [redacted] responded that it was OK for me to pick up the money on January ** since the furniture will not be available for me to pick up at their warehouse in New Jersey until after January **. I would like to get my full refund on January ** when my representative or me will pick it up.

[Your Answer Here]

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

Sincerely,

Review: Greetings,

I went with my family to Jennifer Convertibles ([redacted]) on Sunday the [redacted] of November to purchase a sectional couch. The first sales person, who came to us, gave us incorrect information to begin with. I came back later on the same day with my mother and a different sales person saw us. This sales person seemed to know what he was doing, what me and my husband had chosen with the previous sales person, not only the price was incorrect, the position of the sectional we wanted was "not" offered at the color or style we wanted! That was our first disappointment. We finally chose something else, paid for it and scheduled a delivery date for 11/**/13. As we were discussing the sectional the sales person "NEVER" asked the measurements to our home even though our home is a standard home (8 feet ceilings and doorways of 31.5 inches wide) we assumed the sales person knew his product or would expect him to inform us if the furniture did not fit we would need to pay $199 per piece to be taken apart! None of this was discussed with us. Monday November [redacted] I got a call from our sales person saying that what we had paid for wasn't available and we had to choose something else, again the frustration began all over with this sale. So I chose something else, couple of hours later I got a call again from the sales person saying that what we had chosen for the second time would take 6-10 weeks to get to us! When we went into Jennifer Convertible I was clear that we were having family staying with us for 11 days and we were having 20-25 guests for Thanksgiving!! Waiting 6-10 weeks was not an option. So they offered me something similar to what we had purchased for more money! At this point I was so frustrated and disappointed and left with no other choice to accept. The delivery crew came and this deliver crew didn't seem like they wanted to be there working that was the attitude they had. Meanwhile we had given our old couch away to make room for this new one. The sectional came in thru the kitchens door, it got as far as the hall way which again the ceiling is 8 feet tall. The smallest piece didn't fit and the crew called their "boss" and put me on the phone with them on a recorded call for "quality assurance" I was given two choices I recall, one to have this taken back to a warehouse and taken apart and brought back to my house and assembled in my living room at a later date for a cost of $199.00 one piece and $120.00 the other for a total $319.00 plus tax! At this point I'm screaming on the phone because I was never told that we had to pay extra for this service. I agreed because I no longer had a couch, had family arriving from Florida and Thanksgiving around the corner. So I called the local store and asked to speak with [redacted] hoping she would take care of this in order to keep me as a costumer and having me refer Jennifer Convertibles to others! She didn't care about my frustration, my disappointment, she didn't do anything to waive this fee and keep me as a happy customer! I asked to speak with someone above her, she treated me like I was dumb by responding to my frustration by answering me like un-huh, I understand etc. My frustration grew bigger and bigger the more I spoke with this woman. My stomach started hurting and I believe this has caused an ulcer because every time I speak with someone at Jennifer's or I tell someone about this the pain comes back. I got a call from someone above [redacted] at the [redacted] store on Monday the [redacted] of November after I had left her a voicemail Saturday the [redacted] of November, called their customer service hotline. She was my last hope of getting fixed and she again didn't do anything except tell me that I had two choices one to pay or choose something different, so I asked about returning she said I would have to 30% plus delivery charge for something I didn't have! I told her my frustration, the lack of information from the sales person and that I would NEVER purchase anything from them again, or that I would NEVER refer their product to anyone, she said she was sorry to hear that and that she wasn't going to wave this charge. I had no choice to agree in order to get a couch in my house. I have never felt so violated and ripped offDesired Settlement: I WOULD REALLY LIKE TO GET THE $319.00 PLUS TAX CHARGE BE REFUNDED TO ME.

Business

Response:

Review: I ordered merchandise order # [redacted] the money was debited from my [redacted] card, then an additional hold was placed against the same card ( ie billed twice) then I was told one of the items may not be available, item # [redacted]. have not been able to get any type of response from the company have sent e-mails as they do not have a customer service phone number.Desired Settlement: I want the merchandise I ordered delivered, they took the money then told me item may be discontinued not when I placed the order, additional hold of funds released

Business

Response:

Sales Order # [redacted]The furniture ordered on # [redacted] has been cancelled and

refunded to the customer’s Visa account. The Furniture ordered on [redacted] is

scheduled for home delivery on 10/**/15. We apologize for any delay or inconvenience

caused this customer.

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: A four-piece furniture order was placed on Jan. *, 2014. All four pieces was delivered Feb. **, 2014, all four pieces were defective. I called customer service, went to the [redacted] store location, only to be directed to send my pictures to [redacted]. After several emails, [redacted], left a message on my phone on March *, 2014, saying the replacement order had been replaced and would be delivered in 6-8 weeks. On 4/**/14, I sent an email saying the furniture had not been received. [redacted] called on 4/**/14 saying to please forgive her the order had never been placed, she forgot and to give her another 6-8 weeks or maybe she could ask manufacture to expedite the order. This is unacceptable. I was very upset on Feb **, 2014 and was asked to please give Jennifer Convertible the opportunity to provide customer satisfaction. Fifteen weeks is more than enough time to be given the opportunity to provide customer satisfaction. And to be asked to be given another 6-8 to order the furniture is ridiculous.Desired Settlement: I would like a refund of $1829.46.

Business

Response:

Sales Order # [redacted]

This customer has been authorized for a pick up and refund.

The local showroom is contacting the customer to schedule a date for the

delivery company to pick up and return the furniture to our distribution center. A refund

will be issued within 14 days of the return.

Review: Ordered and paid in full for a sofa and love seat on 02/**/14. Was told delivery will be scheduled 3 to 4 weeks from date of sale as also written on Order Number [redacted]. It has now been 6 weeks and each time I call to follow up on delivery, I have been told to call back the following week with no resolution or satisfactory answers. Called the [redacted] to file complaint and was told I could not get a hold of him at the number that was given which was ###-###-####. I was then given a 800 number to file a complaint, I then called [redacted] and was only able to leave a message which I am still waiting on a response to. Please kindly contact me with any information you may have in order to resolve this ongoing issue.Sincerely, [redacted]Desired Settlement: A delivery date. I'd love to have my new furniture. Thanks.

Business

Response:

Sales Order

# [redacted]

We apologize for the delay. The customer has been contacted and a

delivery date has been scheduled.

Review: The couch we bought few months ago is looking like pillows are sag in we complaint to store and email pictures of couch and we received letter stating the couch looks ok . We still making payment to pay of this couchDesired Settlement: Replacement

Business

Response:

Sales Order # [redacted]A service tech was out to the customer’s home in March 2015.Upon inspection, the furniture was found to be free of defects and up tofactory specs. Perhaps something has changed in the last four months or wasoverlooked by the first tech. I will have 2nd opinion tech contactthe customer to inspect and service any factory defects he finds.

Review: Letter I sent the company describes the problem:

Several years ago I bought an ivory leather sofa from your [redacted] location. I paid an extra $100 for a lifetime warranty for cleaning and repairs or replacement of an equivalent model. For years I received a run-around when I called you to honor the warranty. I saw that you have had class action law suits filed against you for similar reasons. My couch is a mess b/c you did not honor the warranty when there was a tiny tear in the leather. I do not know what caused it, but the leather top looks terrible. I would like you to honor the warranty now and repair or replace the sofa. I will be at the location where the couch is until Feb *. If you do not send someone to repair or replace the sofa before then, I will file a complaint with the Revdex.com and the Attorney General, as well as post on [redacted] about your scams.

The sofa you seem to have most similar now is on your open page for sofas--the three-cushion leather ranging from 539-569 on sale. Mine is ivory, and while it is my preference, I would consider another color if you do not have ivory now.Desired Settlement: I would like them to honor their warranty for which I paid $100 or more, with no excuses, delays or further scams and replace the sofa with as close to the identical model as possible.

Business

Response:

Sales Order # [redacted]We corresponded with this customer via email on 2/*/2015.The customer submitted photos of her furniture delivered in 1999. The photosdepicted accumulated dry rot of the leather from use and age, causing theleather to crack and peel. Unfortunately this is not covered by the UpholsteryShield plan. As a courtesy we are sending the customer a 50% discount certificatethat can be used to purchase replacement furniture.

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 paid $100 for a FULL replacement warranty. They have made excuse after excuse to never honor the cleaning/ repair/ replacement warranty. It was a waste of $100 and the couch was a big rip off. If they do not replace the couch or refund my money, I will report them to the Attorney General, because I know they were involved in class action law suits for scamming customers. I will also post it on [redacted] where THOUSANDS of people will read about it. This woman is lying completely. The tears have nothing to do with dry rot. This sofa has always been in my living room--there is no dry rot. She can send me the refund or replace the couch, Her choice. I will not accept scams or lies. And I will file a Small Claims action as well.

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

Sincerely,