Jennifer Convertibles

Review: I receive a bed frame that was defected with a punctured wound from the delivery I called the company immediately and to no avail my complaint fell on deaf ears. Once I did get in contact with Jennifer Convertibles, they agreed that I can receive a refund, issued me an receipt and picked up their bed about 2 weeks ago.Desired Settlement: I would like to have a full refund like we agreed upon.

Business

Response:

Sales Order # [redacted]A refund is being processed for this customer. A portion ofthe refund ($95.95) has been issued by check and mailed to the customer. Thebalance of the refund ($100.00) is still being processed and will appear on thecustomer’s credit card account within the next 5-7 business days. We apologizefor any delay or inconvenience caused this customer.

Review: Iwas looking for furniture to furnish my apt.by sister sugesseted Jennifer convertibles it was in the area so we went in to look.We found a nice set that had everything I was looking for.It was the floor sample so I checked it and everything was fine.I also added a kitchen table with four chairs.I understand that there was a price of a $169.00 for the deleivery that was fine. then I get a call telling me that they would give me $100.00 off the kitchen set because that didn't have anymore then they offered me the floor model,I didn't relize when I received the table it was all scratch.when they first deleivered the furniture it had to be a thurday so I took the day off from works and wailted all dy. they arrived after 6;00pm my doorman wouldn't let them bring the furniture up, because it was after 6:00pm. They had to come back the following Thursday so again is was charged a deleivery fee. of$169.00 and I also had to take another day off of work, when the came they didn't bring the chairs for the dinning room table, so again I had to take a another day off from work to wait for four chairs that was there fault they weren't on the turck. I tired calling the store to let them know it wasn't fair that I had to take 3 unpaid Thursdays off from work for a deleivery and it wasny even complete. I spoke to the [redacted] his answer was sorry there is nothing he could do.then I called back and askd for the [redacted] and I spoke to [redacted] who said she was the [redacted] and very rude .I told her that was not how you ahould speak to customers ,and she couldn't do anything but give us 30%off because my mother wanted a couch as well, I called another store [redacted] and they told me they are having a 30%off special that week.long story short I felld that I should not have been charged twice for the deleivery .the first deleivery was after 6:00 pm and the second deveivery they charged me for was not even a complete order. I will not do busniss with them again. I am very upset about this.Desired Settlement: 169.00 deleviery charge

Business

Response:

Sales Order # [redacted]

We apologize for any inconvenience caused this customer in regards

to their delivery. In consideration we are processing a refund of the $169.99

delivery charge. Processing of the refund will take approximately 14 business days.

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: Early September 2013, I bought two sectionals from Jennifer convertibles which were not delivered until **OCT13. I bought a white leather sectional and a blue fabric sectional. During the delivery, my house was under construction due to a toilet leak and I chose not to have the sofas plastic removed. When we removed the plastic from the fabric sectional within three week of delivery, I discovered that one part of the sectional had a tear on the bottom and the side was coming off. I explained that to the store. they gave a phone number to call for a warranty I had purchased. I contacted them and after, I received the claim paperwork and send it back to them, I was informed that I needed to contact Jennifer convertibles directly because that type of claim was covered under the manufacture (A TEAR IN THE BOTTOM OF THE SOFA, AND THE SIDE OF THE SOFA COMING APART) contacted Jennifer convertibles, they sent a technician and the technician said that it was a factory issue (""I cant believed that they put staples instead of ripping the material and putting a new one") The technician claimed he didn't have any tools and would prefer to get it both sectionals fix at the same time. The second section is a leather there is a 1/4 inch damage close to the seam which the leather is basically peeling. The technician explained to me that he had to order the fabric and was going to call me to confirm a date to come and fix both items. I received a letter from Jennifer convertibles stating that the technician claims now that the damages were caused during the delivery and that they won't cover the damages. I paid about $3,000 for these pieces and I would like you to help me with this matter where this company is making every excuse possible not to deal with the situationDesired Settlement: I would like them to fix my sectionals or to give me my money back.

Business

Response:

Review: I am writing this letter regarding delay in delivery of a sofa that I ordered on December *, 2015. According to your quotation on the receipt, the product should have been delivered by at most on the [redacted] of January, but as of today Feb **, 2016 I have received neither the product nor any letter of explanation from the company. We were contacted by a sales person Frank from the [redacted] location who notified us about the tardiness of delivery and mentioned that in order to maintain our content with the company he wants me and my husband to come to the store and choose a lamp or a rug for our new house, price of which should not exceed $300. On Sunday, Feb **, 2016 we came to the store and were told that we could only choose between 4 lamps (2 of which were brought from the closet, dusty items that have not been in sale for a while and were floor samples in the past). Candidly speaking this gesture seemed utterly disrespectful and unprofessional, because we were not given a choice to pick a piece that we truly liked and something that would fit into our interior, but rather something that was of no use to the store. When we mentioned the second option that was given to us by Frank (which was a rug), he simply said that we don’t want a rug that has been a display on the floor. Another rather embarrassing comment. We asked to speak with a manager, who happened to be standing next to Frank at the time of conversation. I expressed to Mike that we were not satisfied with ether of the two options given to us and that we request a full refund for the sofa delivery instead. Mike told us that he could not fully refund the delivery cost and can only voucher $150. According to Mike the funds were supposed to be on the account by Wednesday, Feb **, 2017. It is Friday, Feb [redacted] and I have not heard from anyone with an explanation why such delay is taking place. I had to call Frank in the afternoon in hope to resolve this issue promptly, but he did not seem very helpful and did not give any information on when to expect the refund or how I could contact Mike directly. He was not trying to help, but rather kept interrupting me with inappropriate comments. All being said, I am very disappointed with the way your management handles such matters. I am 30 weeks pregnant and really should not be dealing with such unpleasant occasion at this time especially. I request a full and not partial refund for the delivery charges and an authorized letter on when to expect our sofa. I want to give you the opportunity to maintain the integrity of your company. My husband and I both find the lack of accountability by your managers discerning and at most unprofessional. We would like an immediate prompt resolution on this matter.

Regards,

[redacted] Phone number [redacted]Desired Settlement: I am looking to speak to a representative and get a full refund of the delivery cost.

Business

Response:

Sales Order # [redacted] A refund in the amount of $150.00 was processed to the customer’s [redacted] account on 2/**/16. The authorizing bank takes 3-4 business days before they apply the credit amount to the individual customer accounts. We apologize for any delay caused this customer.

Review: My sofa set was poorly made and both pieces had damage to the cushions. The sofa bed sank to the floor after only 2 months in my home, I had a repairman from Jennifer come to fix the sofa and before he left he stated that I could put plywood between the sofa to prevent it from sinking in again. Before he left I asked him to sit on the sofa and when he did the sofa made a creeking noise and the seat coushions sank deep into the sofa. I attemped to get another repair done and they told me it would take 6-8 weeks for the parts to be ordered and delivered to my home then someone would come and fix it. I felt that was too long. I'm still under warranty and they are not making any efforts to resolve this problem un a timely manner. I asked for my money back and I was told no, I'm completely disgusted with the product their customer service and this situation. My warranty is not being honored.Desired Settlement: I want my total payment back in full plus delivery charges and they can take their product back.

Business

Response:

Review: My name is [redacted]; on November **, 2014 I purchased a sofa-bed and loveseat from Jennifer convertible (JC) at [redacted]. I explained to the salesman ([redacted]) that my aunt who has dementia had walked out of her house and now requires 24 hour monitoring, that I need a sofa-bed for a nighttime aide to sleep at my aunts home. For some reason the delivery was broken up into two delivery dates; [redacted] said due to my urgency he can have the sofa delivered in two days on November [redacted] and the loveseat would be scheduled for December [redacted]. The furniture was delivered as [redacted] statedFive weeks later (approx. January *, 2015) I contacted JC to complain that the metal bed frame to the sofa had broken through the sofa wood framing and that the bed and the left side of the sofa is inoperable. The sofa seating was sunken in on the left side and the metal frame from the bed was digging through my wood floor. I was instructed to contact JC customer care department at ###-###-####. When I contacted customer care, I was told that they would send someone to evaluate the problem, but the earliest appointment would be two weeks later Monday, January **, 2015 MLK birthday). The representative arrived, walked in, took a photo and said that I should hear back from the company within a week. When I did not hear from JC-customer care I called the store and asked for the salesman [redacted], I was told that [redacted] was not in but they would have him return my call. I called both [redacted] at the store and JC customer care several times over the following week, no one returned my calls. I finally caught up with [redacted] who placed me on hold several time to address walk-in customers, occasionally coming back to the phone acting like hes been working on my complaint while Im on hold. Im sure of this because whenever he returned, he would ask me the same questions. He then stated that the report had not yet been listed the computer system, stating that it usually takes a week, now three weeks later. I later received a call from an outside repair contractor calling on behalf of JC who wanted to schedule an appointment to attempt repairing the frame by marrying the two broken pieces of wood to at third piece. I called [redacted] and told them that I paid $1,800.00 five weeks ago for a new sofa and that I expect a replacement, not a patched job and based on the service that I am experiencing now would more likely cause me further headaches down the road if I agreed to a repair. [redacted] stated that he had put in a request for a sofa replacement, not a repair and that he would speak with his supervisor at their corporate office, [redacted]. [redacted] also gave me his supervisors phone number to call, where I left numerous messages over three days and received no return calls. I finally went to the store on February *, 2015 to meet with [redacted]. He was very apologetic and attempted to contact his supervisor several times (at least thats what he said) but received no return call.Im at the end of my rope, I was forced to buy an air mattress in the meantime for my aunts aide, the sofa cant be used for sitting or sleeping, I even left messages for the following senior staff at Jennifer convertible Headquarters, you have yet to return my calls:[redacted] o[redacted]Desired Settlement: I would like Jennifer Convertible to replace the sofa-bed or refund my money for both the sofa-bed and loveseat.. The easier way is to replace the sofa though.

Business

Response:

Sales Order # [redacted] The issue has been resolved. The customer has agreed toallow us to perform the correction he is entitled to under the factorywarranty.

Review: I was expecting delivery of my recliner/sofa between 12 and 5, of course it came closer to 5 which is fine. I already had my old couch out, my hallway & home cleared out along with having removed the hinges to my front door to aid in delivery. When the delivery men arrived they moved the couch from off of the truck across the street and up to my door on the second floor in a matter of maybe 10 minutes. It was at that point they sat the couch at the very border of my front door and the actual interior of my apartment. It then became clear until I either sign the delivery consent for a couch that may or may not already BE damaged being that it was wrapped so well the actual couch could not be seen. If that is NOT the case there was still the possibility it could be damaged upon the completion of delivery/transaction if I had in fact gone ahead and signed the paper. I declined stating to both delivery men along with a person named "[redacted]" whom was contacted by one of the delivery men via cell phone. "[redacted]" continued to explain to me that my options were to sign the paper or pay an additional $199 for disassembly. The delivery men returned the couch at which point I returned to the Jennifer Convertibles store to voice this very same complaint. I find the practice of your delivery company to be completely rude, unprofessional and to be flat out extortionists. (On a side note both the front door of the building and the front door of my apartment are the same dimensions. The front door of the building was NOT removed. They made it through the front door. The door to my apartment WAS removed.)

I want a refund on my entire order being that I do not have the couch I cancelled the order. They delivery men made no attempt to even get the couch in my apartment. I spoke to the [redacted] where I purchased the couch from and informed her of the situation and that I want a refund. I have been getting the run around. The [redacted] is not allowed to authorize refunds until she gets the approval from her [redacted]. She does not have contact via phone with the [redacted] only by e-mail. I am told that I will probably not get the refund of $100.00 which was the delivery charge and there is a 30% restocking fee that I will not get back. This is completely ridiculous. I paid for this couch in full the day I purchased it. I want a refund of my entire purchase back.Desired Settlement: I want a refund on my entire order being that I do not have the couch I cancelled the order. They delivery men made no attempt to even get the couch in my apartment. I spoke to the [redacted] where I purchased the couch from and informed her of the situation and that I want a refund. I have been getting the run around. The [redacted] is not allowed to authorize refunds until she gets the approval from her [redacted]. She does not have contact via phone with the [redacted] only by e-mail. I am told that I will probably not get the refund of $100.00 which was the delivery charge and there is a 30% restocking fee that I will not get back. This is completely ridiculous. I paid for this couch in full the day I purchased it. I want a refund of my entire purchase back.

Business

Response:

Review: I purchased my sofas five years ago and also purchased a lifetime warranty with the company. Two of the pieces, the full sofa and the chair are completely falling apart and there are also scratches on them which should be covered. When I called and had a technician come out to take pictures, I never heard back from them afterwards. Two weeks later, I called back and they said they denied my claim because the warranty doesn't cover peeling. When I asked about the scratches, they stated "the scratches are where the peeling is so it voids the warranty" I then went on to say that that's not what the warranty says and why did they repair the love seat last year if that was the case? Their response "you called the Revdex.com, thats why." I am livid that this company would run their business this way and alter the warranty. If I hadn't called back, they would have NEVER reached out to me letting me know the status of my claim. I want the two pieces that are scratched fixed.Desired Settlement: I want the two damaged sofa pieces fixed. I purchased a lifetime warranty.

Business

Response:

Review: I purchase a leather sofa & chair on 1-**-2007 and was told this was a full leather chair. I was also sold an life time leather protection plan. I come to find out this is not a full leather chair but a bonded leather chair. Real Leather does not peal it craks.Definition of bonded leather: Some may confuse bonded leather with artificial leather or synthetic leather, which should not be done. In some cases, a bonded leather product is 100 percent leather. In other cases, such as bonded leather upholstery, there could be as little as 17 percent leather in the product. Those looking at bonded leather should understand this is an option that does include real leather. Some may appreciate that fact, while others may not.The difference between bonded leather and genuine leather, in terms of quality and looks, can be hard to see. If it is done properly, the grains and textures of bonded leather should look very close to that of genuine leather. In some cases, the only different may be that the texture of the bonded leather may not be quite as pronounced as that of natural-grained genuine leather. The function, smell, and overall appearance remains much the same, howeverI notice 6-2013 that the chair was peeling off the chair. I sent a claim into Jennifer and they said this was not covered. If this was real leather as I was told this item would not peel just crack. I was totaly lied to by the sales person and feel this item should be replace with real leather as I was told from the beginingDesired Settlement: I should get what I was told.... full grain real leather chair not a bonded one.

Business

Response:

Review: I had purchased a Sofa and Love seat set from Jennifer Convertibles this past July and was scheduled to have it delivered Sunday August [redacted]. Unfortunately, a mistake was made on their records and they had no delivery scheduled so I then had to RESCHEDULE for Thursday August [redacted]. Due to previous engagements, I was out of town and I had my brother stay at my apartment to receive the delivery. I was contacted by my brother about the sofa being too large to fit into the elevator and that the delivery men were afraid it would become stuck in the stairwell, so they were unable to deliver it. However, they were able to deliver the love seat. I was then contacted by a costumer service rep from the delivery company explaining that I would have to pay an extra $200 on top of the $1600 I had already spent on this purchase to have the sofa special delivered or pay 30% of the $1600 to return the set and then spend a separate amount of money on a smaller living room set. I was very distraught at the fact that I had now two failed deliveries and was met with completely abysmal customer service. I then attempted to speak with the [redacted], [redacted] who then accosted me with more horrendous customer service, essentially explaining to me that its my fault that I purchased a large set without pre-measuring my elevator and stairwell. When I returned to my apartment Sunday August [redacted], I noticed that there was a scratch leading from my doorway all the way to where they placed the love seat. Because of the placement of the scratch I automatically knew it was from the love seat. After calling several times (at least 3 times an hour) I was finally answered by [redacted] who explained to me that there is only ONE phone line in the ENTIRE store, so getting to customers' phone calls is nearly impossible. I explained to him the situation, sent him pictures and he reassured me he would file my complaint. After receiving no followup call, I called Thursday August [redacted] and was informed that my complaint had NOT been filed.Desired Settlement: The customer service is completely appalling; I had worked for 4 years at [redacted] and in NO way would I handle a customer the way they have. I had my floors redone August [redacted] and to have them scratched up by a professional delivery service is quite frustrating and I would like the repairs to be made. Also, the failure to deliver not once but twice is equally if not more frustrating than the scratch on my freshly screened floors. I would like to NOT have to pay for a THIRD delivery.

Business

Response:

Sales Order # [redacted]

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

of their furniture purchase. Every home is unique. The signed sales order

informs the customer of the following information: “Disassembly charge: $199.99.

Responsibility for the size of the merchandise in regards to home delivery

remains with the buyer.”

In regards to any floor damage, the customer’s agent signed for the delivery in

satisfactory condition. At the point of delivery no claim of property damage

was reported to either the delivery drivers or noted on their signed delivery

document. It was not until days later that any damage claim surfaced. The

drivers denied causing any damage to the home. A copy of the signed delivery

document is attached to this response.

Consumer

Response:

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

The ORIGINAL delivery date would have allowed me, myself to be there to receive the delivery and I would have made sure everything was done professionally. I, the customer, was UNABLE to be present for the delivery (I was out of town. I was not going to cancel a vacation because of the mistakes of a furniture company). I had my 20 year old brother open the door for the delivery service so that I may receive my love seat AND sofa AS SOON AS POSSIBLE. Perhaps my brother did not notice the scratch on the floor but he IS NOT the customer. When I returned on Sunday the [redacted] I DID notice the scratch and I IMMEDIATELY called Jennifer Convertibles that morning.

I am completely dissatisfied with the service from Jennifer Convertibles and their blatant denial of responsibility.

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: Have not received item purchased in April. Purchased couch, ottoman, and accent chair. Was advised 4 to 6 week delivery. After many calls to store and [redacted], couch and ottoman were delivered 11 weeks after purchase. I was told the accent chair was not yet available, and this was the reason they could not make complete delivery. Even though they had the couch and ottoman available for delivery during the 4 to 6 week delivery estimate. The [redacted] approved of the partial delivery of couch and ottoman for June [redacted]. I called a couple days prior to the delivery to confirm, and was told the couch and ottoman were being delivered. The following day, an employee of the store called to say the delivery was not being delivered. He said he was just making the phone calls and could not do anything about the situation. I called the [redacted] in San Francisco, he apologized for the miscommunication. Their phone lines were down and the message that was supposed to be delivered was the accent chair was not going to be delivered. He said they were trying to make it a surprise to have all items delivered at the same time, but they did not receive the accent chair to be delivered with the other items purchased. He confirmed again that the couch and ottoman we're going to be delivered. Those items were delivered, but my family and I are still waiting for the accent chair. It is now almost 20 weeks from when we purchased the furniture. I called the store a week and a half ago and was told the chair was on the show room floor and I could pick it up. I was told it was going to be delivered, I expect it to be delivered because we paid for delivery. The employee advised me that he could not do anything and his [redacted] would not be in until Saturday. It was Wednesday. I have called half a dozen times, and have been told the message had been left for the [redacted] and he would call; No call. I've been told the [redacted] is not in or the phone is not answered after letting the phone ring until it is disconnected. I have tried to call the corporate office in NY, but I waited on hold for 18 minutes before contacting the Revdex.com. This is beyond unacceptable.Desired Settlement: A letter with apology and the delivery of the item we purchased 20 weeks ago. Or refund of the item and delivery charge.

Business

Response:

Sales Order # [redacted] / [redacted]

The customer has been contacted and this matter has been

brought to a mutually agreed to closure. We apologize for any inconvenience

caused 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:

Tuesday, August **, 2014 11:48 PM

‎Hello,

Jennifer Convertibles has delivered the product. I was delivered the floor sample with a 25$ discount. To me that is an insult, but to resolve the issue I accepted the chair.

It was only delivered after I physically went into the store to find out why the chair had not been delivered yet. According to the employee, the item that I purchased was discontinued at the time I purchased it, thus I would have never been delivered‎ a new chair and I would not have been delivered a chair period if the Revdex.com had not been contacted. He said he called me a couple times after receiving the Revdex.com letter, but never left messages. The employee told me his [redacted] asked him to ask me to, "Please, please, please," contact the Revdex.com and advise them that issue is resolved.

The [redacted] has never called me back. He had his employee deliver me a floor sample on his own time. I am thoroughly disgusted with their business practice. I should have researched through yelp before purchasing from this store. They have a long history of bad business at this particular location. I have ordered from them many times before in CT and NY, but I have never experienced this kind of garbage service.

Without the Revdex.com getting involved I am sure I would not have received the item that I purchased. I will be keeping an eye on my credit card statement to make sure the 25$ credit is returned. If I do not receive the credit on the next month's statement, I will contact the Revdex.com again.

Thank you for your help,

Review: Received defective furniture with missing parts

I purchased the Bucco sofa and loveseat from your [redacted] store on 11/*/2013. I decided to pick up the furniture instead of having it delivered. I was not informed by the [redacted] ([redacted]) that the furniture was not assembled. (Problem #1) Had I known, I would have had the furniture delivered.

On 11/**/13 I picked up the furniture (in boxes no less) and get home to start putting the couches together. The sofa packaging contained all the necessary parts and was able to complete the set up. However the love seat was missing multiple parts, including:

1. screws and bolts to secure the back support of love seat,

2. screws and bolts for the right arm of the love seat

3. the right seat cushion

4. the right back cushion.

I immediately called the [redacted] office and informed [redacted] about the missing pieces and was told someone would be delivering a new loveseat. I could not get a date or any confirmation of this delivery. I called the office back 11/** and was informed by [redacted] ([redacted]) that only screws had been ordered/requested from my claim. I received 4 long screws via USPS on 11/**. Not only were they the wrong screws, but screws I did not need. I received replacement screws to secure the legs of the sofa.

Again I called the office and complained and was given the name & phone number of the [redacted] - [redacted] - ###-###-####, ext. [redacted]. I have called and left messages several times on [redacted]'s voicemail and has not received a call back. The first message was left on 11/** and second message was left on 12/*

Purchase Date 11/*/13

Purchase Amount - Sofa & Loveseat - $1,022.12

Order#[redacted]

Claim #[redacted]Desired Settlement: At this point, I would like to have the love seat replaced with all pieces in place or at minimum all of the missing parts provided.

Business

Response:

Review: I purchased a reclining couch on 8/**/2012 for 923.39 including Guardsman Protection plan. I understood that there was a 1 year warrenty on parts, (no add'l plan offered since I did inquire since the recliners are electrical and was interested in a better plan). I am disappointed that in 2 yrs, the cushion and springs have warn out. Also the arms have started to separate. I weigh approx 108 lbs and had my previous couch for 8 and only replaced it due to the fact that I moved and my living room is smaller. I did call Guardmans who sent an e-mail to say these issues were not covered. The didn't even send a technician to check out the complaint. I called the store who referred my to Customer Care. I was told there was only a 1 yr warrenty on and the best they can do is give me a name of a company to fix the issues at my cost. I called the store and spoke to the [redacted] and told me the same thing. On the back of the receipt it does explain about normal wear and tear, I don't think 2yrs is considered normal especially here are no children jumping on it .Desired Settlement: Replacement of springs at their expense.

Business

Response:

Sales Order # [redacted]

The one year factory warranty for defects in the customer’s furniture

expired in September 2013. As a one time courtesy we will send a tech to the

customer’s home for service. A tech company will contact the customer within

the next 5 business days to schedule a date for a service visit.

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 want to thank Jennifer Convertibles for there response. I will consider it resolved after a after the technician's visit and what the out come is.

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:

[redacted] A technician was sent to examine my couch about 6 weeks ago. The arms were fixed and I was told that he was sending a report to Jennifer Convertibles regarding the springs in my couch. He said it would take 4-5 days for Jennifer's to receive the report and I will be contacted. To date I have not heard from either party. [redacted]

Business

Response:

Sales Order # [redacted]Based on the service company’s visit, 2 seat cores were ordered forthe customer. Upon receipt of the new cores the tech company will be asked toreturn and install them. The cores should arrive in the next 1-3 weeks.

Review: I ordered the Haney sectional in mocha, a rug and a leather ottoman in July 2013 at the [redacted] store. I was told at that time that the delivery of my furniture will take about 3 weeks because it seems that Rochester NY (Monroe County) deliveries are only done once a month. I agreed to the terms, paid for my furnitures in full and expected my delivery to be seamless. I was told I will be getting a phone call the day before the delivery date for confirmation.After waiting anxiously all day yesterday, I finally got a hold of the store manager, who told me that my delivery for today has been cancelled, but there was no provided reason, but he would be on top of this problem. I was given the customer service number, and after speaking with [redacted], I was informed that Jennifer Convertibles does not deliver to [redacted]. I am very upset over this because of several reasons:1) Why was the order placed without any error message stating that my zip was invalid? It allowed the customer service rep to place the order, and he showed me the dates stated on the computer, which was Aug *.2) No one told me about this rule until I went ahead and called about my furniture myself.3) Had I known Jennifer Convertibles doesn't deliver to Rochester, I would have bought my sofa sectional somewhere else and I would have had furniture for the last month.I think this is GROSS NEGLIGENCE on the company's part. IF IK was told immediatley about the delivery dilemma, I would have gotten my couch somewhere else. It is absolutely poor customer service and unprofessional. You have no respect for your customer's time, because I had to arrange for someone to be present at the apartment in order to let the furniture delivery guys in. When I expressed how upst I was, all they rep could say was I'm sorry, without any assuarnce that this won't happen again to some poor unsuspecting customer.Desired Settlement: I would like for them to delivery my furniture IMMEDIATELY because I am a professional, and I don't have time to look for new furniture again, and I work long hours (hence why I bought it in Brooklyn). I would like to have a refund of my money, as well as further compensation because I had paid for my sofa in full up front, and your company made interest with my money and I have nothing to show for it. On top of that, I expect them to refund my delivery charges because of their incompetence.

Business

Response:

Review: [redacted], 12/**/14, I called the [redacted], ** location, which is now on [redacted], to obtain my delivery window for [redacted]. The store was left only attended by one employee who has only been employed by Jennifer Convertibles for one month. He was unable to find the information I was looking for, failed to call me back, and was completely unprofessional. He even requested that I do not file a complaint against him with his store [redacted], [redacted]. Eventually, I found out that my delivery window for [redacted] was [redacted]. I hired a handyman to disassemble my current bed frame and headboard in preparation for my delivery of my new bed and chest. My delivery never came, nor was I contacted to be informed. I was due to work half an evening shift at my place of employment, and I was unable to work at all because I waited up for a call or for someone to show up until [redacted] that night. Since then, the [redacted] of the store has not been taking the issue very seriously. My salesperson has failed to call me back multiple times. I've been given a district [redacted]'s phone number, leaving several messages, who is also failing to call me back. My furniture is now not coming until [redacted], 12/**/14, at which time, I have to have someone else meet the delivery people. They have agreed to waive my delivery fee, but are not willing to compensate me for my time and aggravation. I want to speak to a supervisor or a customer service [redacted], and I have not been able to get in touch with anyone, even during normal business hours. I am being treated unfairly, and considering I have been a good customer, and that this is my third order with Jennifer Convertibles, I feel that I should be treated with more respect and compensated for my time and MONEY that I put into planning for this delivery that never took place.Desired Settlement: I would like to hear back from a [redacted] or some sort of supervisor so that I can express how displeased and disgusted I am with the store [redacted] and the delivery people. I would also like 20% off my order in addition to being refunded the delivery fee, AND I want an apology. If I get what I am asking for, which I do not think is unreasonable, then I may consider returning to the store for any additional furniture I may need to purchase. If I do not, I will no longer be a customer, and I promise that I will spread the word about this incident.

Business

Response:

Sales Order # [redacted]The customer is correct. We failed to make the delivery on12/**/2014 as scheduled. The furniture was successfully delivered on12/**/2014. As a courtesy, for the inconvenience, we are processing a refund ofthe delivery charge for this customer (99.99 plus tax).

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 think that a refund for the delivery fee would have been satisfactory had the delivery only been an hour or two late, NOT FIVE DAYS LATE! I had asked for an additional 20% off for the inconvenience, which they refused to give me. The day after they failed to deliver the furniture, I spent most of my [redacted] trying to get answers from the salesperson and the [redacted] of the store, to which I was repeatedly told that they had no information and they would call me back. They didn't even know where the furniture was! Come [redacted], when I still had not heard from anyone, I decided to make an appearance at the store to get some answers. I still was not given any answers or any kind of apology, and I was told that I would not receive my furniture until [redacted] 12/**. [redacted] continued with more phone calls and trying to get in touch with the [redacted], who finally called me on [redacted] and told me Jennifer Convertibles isn't the kind of company that can give out partial refunds. It appears to me that Jennifer Convertibles feels that their customers' time isn't valuable, and they don't seem to care about the fact that I had been a loyal customer, placing three orders in a matter of months. When arranging for delivery for 12/**, I had to call on someone else to meet the drivers, as I could not take time off from work. The store was supposed to instruct the drivers to call this person an hour before delivery so he could meet them at my building and let them in. I ended up getting pulled away from my [redacted] at work to answer a call from the drivers who were sitting outside my building and had not received instructions to call anyone before delivery. Luckily, I was able to get in touch with the person right away and the drivers agreed to wait for him. But again, another mistake made by Jennifer Convertibles. I am left a very unsatisfied customer, and unless they can compensate me for some of the time I wasted with all of this, I will never step foot in another Jennifer Convertibles store again, and I will be sure to share my story with friends and family who are in the market for new furniture.

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

Sincerely,

Review: This has been going on for almost 2 years, I bought a couch 2 years ago from Jennifer Convertibles. when delivered it was the wrong color. After telling delivery guys it was wrong color, they said that they had to leave it and we should call and they would have to come back. My sister signed the receipt "under protest, wrong color" I called [redacted]'s the sales man that helped me and he said that the color I wanted was on back order and I'd have to wait, after months and months of waiting I was told that they don't make it the color I wanted since the couch was now discontinued.[redacted]'s referred me to his [redacted], a man named [redacted]. I spoke with [redacted] several times and the result was I could either pick out a new couch or get a full refund. I looked and couldn't find an couch and was told if I kept the couch I would get a partial refund. since I bought the insurance I asked for them to fix cushions and cig burn and was told that "You the wrong insurance, you bought the insurance for the leather couch an your couch is not leather" the salesman filled out the forms not me and I paid in full. [redacted] said they would send replacement cushions,partial refund and the insurance money was going to be refunded as well.since that agreement and after months of calling and texting [redacted] he has not responded to 1 call or text.Thank you,[redacted]Desired Settlement: I want a full refund

Business

Response:

Sales Order # [redacted]

The customer’s furniture was delivered in November 2012. In

November 2013 the customer contacted us in regards to a service related issue.

A service tech was out to the customer’s home. New seat cores were ordered and

shipped to the customer in January 2014 based on that service visit. A service

company attempted to contact the customer several times to install the new seat

cores. The customer never responded to messages left by the service company to schedule

installation.

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 had the same phone number for 5 years, I spoke with [redacted]'s and [redacted] several times in the past from this number and it is my only contact. I have not received 1 call in the last 8 months or so and this doesn't address the insurance or refund issue.

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:

When I asked [redacted] who his [redacted] was he told me "Me, I don't have one" I called the store and [redacted] and told them I didn't recieve the cushions. I was told they would send to store and I would be notified. I never was. I PAID for insurance for a leather couch that isn't leather and was told it didn't apply to this couch, what did I pay for? It's the wrong color and is falling apart. this isn't right.

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: This was an email sent to the GM, [redacted]. I have since spoken with [redacted] and come to no resolution and unfortunately received the same degree of poor customer service. Hello [redacted]: I was given this email address through your customer service department. After being given the run around from a sales rep, store manager and customer service rep, I was finally sent to you and I am hoping you can provide me with some help. I was shopping at your Carle Place store when I came across a bonded leather sectional sofa ([redacted]) in a gray color that was on sale for your 4th of July sale. There were two tags on the sofa, one that was marked for the 4th of July sale (attached to a red swatch) and the price was marked $699 for the sectional only (no ottoman). I checked the back of the tag to make sure of the specs of the couch, as well as to confirm that this was for this sofa and the ticket confirmed the color, gray. I went back today to finalize the purchase and was told that even though the tag was marked gray, the sale price was only for a red sofa. The tag was since changed but under the advice of my sales rep, [redacted], I took photos of the tag and the sofa. I was told by the sales rep, and store manager [redacted] (right before she hung up on me) that the tag was clear and there was nothing Jennifer Convertibles could do to rectify the situation. I was told that the advertisements also said that the price was only for the red sofa which is not the case because I have the flyer and there is nothing on there that says such a thing. I am appalled that a company like Jennifer Convertibles would stoop so low as to pull a bait and switch and that this level of customer service is deemed acceptable by both managers and customer service reps alike. Up until this point, I have never had an issue with Jennifer Convertibles and have purchased sofas, loveseats and tables from you in the past. I am hoping you can help me in this situation because I feel like the wool is being pulled over my eyes.....(tbc)Desired Settlement: I would like Jennifer convertibles to honor the price as they advertised because its the moral thing to do and because I have been treated so horribly by their staff, especially their management. It was a run around just to get someone on the phone and not one person has been accommodating, apologetic or just nice in any way. Even the sales rep admitted the tag was misleading and encouraged me,to take photographic evidence, which I did.

Business

Response:

Review: Sofas where bought in July 2013, when they were received they were no good. They were unusable for several months due to the Sofa bed mechanism being broken. I have called several times before someone finally came a few months later to fix them. They attempted to replaced the broken mechanism, as they where replacing the parts I was told that the sofa that I purchased was a refurbished model not a new one information that I was not made aware of before hand. The technician did not properly fix the mechanism and the sofa bed is again unusable. I have tried to contact Jennifer Convertibles several times and they have not cooperated with me in the least. Another issues is that the arm to the love seat was also broken the technician came fixed it and informed me that the arm to the love seat had been repaired before, which couldn't have been possible because I bought brand new sofas.Desired Settlement: I would like my full refund of what I have paid thus far.

Business

Response:

Sales Order # [redacted]

Any service issues in the past had been fully resolved. The

customer contacted us last week and has been scheduled for service. The furniture

is under warranty and we reserve the right to service the furniture under that

warranty.

Review: Purchased couch July 2012. A spring came out the bottom of couch April 2014. I understand the warranty is only one year (which should appear on the front of the receipt and not the rear). Contacted Jennifer by email on or about April **, 2014. The auto reply to my email promised a response in 48 hours and I've never heard back. I called the store in [redacted] on or about May * 2014. I was told the warranty ran out and there was nothing they could do. I insisted they so something and I was told to call 'customer care' at ###-###-####. I called the same day and was told the same thing. Both people were dismissive and rude and they didn't care that I was dissatisfied...there's nothing worse. I wasn't offered any remedy. If I had the couch for few years that, I'd understand. But I only had it for one yr and nine months before the spring sprung. I'd even understand if I were overweight or overused the couch. But I'm the only person that sat on it and I weight 140 lbs on a good day.Desired Settlement: It's clearly an inferior product that I'm disgusted I paid so much for. But I'm wearing my big-girl pants and Therefore, I'll take the loss in cash but I want them to retrieve their furniture at their charge.

Business

Response:

Sales Order # [redacted]

Although the customer is out of warranty I am arranging for

a tech company to contact the customer and provide a one time courtesy service

call.

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]

Your resolution " 1 time courtesy service call" is ambiguous. What does it mean? Does it mean you will come to take the furniture away? Does it mean someone will service it...free?...for charge? Which is it?

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

Sincerely,

Business

Response:

Sales Order # [redacted]

A tech has been authorized

to see if he can service the customer’s furniture even though it is out of

warranty during a one time visit, at our expense.

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: My brother and I paid for a queen size bed and furniture , sofa and loveseat $100.00 ON THE 2/**/14 BALANCE $1314.25 ON 2/**/14. Then the [redacted] stated it will take three weeks.We wanted to cancel but we did not because the have up a sign. Any cancellation Minus 30%. Three weeks has passed and no delivery. Today 3/**/14 is the second time I am calling, [redacted], who is upset. T spoke to [redacted] he stated he sent an email to the factory. Today , I called 4times with no answer and he did not call like he promised.Desired Settlement: I would like all the money back if we cannot get the merchandise, because the store did not deliver the merchandise. It appears he does not know, what is going on with the delivery.

Business

Response:

Sales Order # [redacted]

We apologize that the manufacturer has delayed shipment to

us of this customer’s furniture. The local showroom will call the customer and

offer the customer a couple of options. If the customer is willing to wait, an $85.00

discount off the purchase will be issued for the inconvenience and delay. If

this is unacceptable the showroom has been authorized and will cancel the sale

and process a full refund.

Consumer

Response:

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

My name is [redacted]. To date I have not heard from Jennifer Convertible. I did not received furniture or money back. We paid cash. I called a few times this morning, and no answer. Please reopen the complaint and get me back the cash or the furniture, or have the ship it from the manufacturer. This is taking too long.

Thank you kindly.

Business

Response:

Sales Order #[redacted]

The customer agreed to our previous offer and the refund is

being processed. The check will go out in the mail in approximately 10 days. We

apologize for the delay.