Jennifer Convertibles

Review: Delievery was scheduled almost 5 weeks ago. We removed all our old furnature awaiting the new furnature. We called several times and they kept postponing delievery date atleast 5 times. They were not willing to work w

ith us in any way. To date we still have not received our furnature going on 6 weeks.We are requesting a refund of delievery charges to compensate for time and inconvenience. Order number [redacted] date of order 11-**-2013.Desired Settlement: Refund of delievery charges.

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: 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: [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: 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: Purchased Loveseat & Sofa Set, Corner Tables, Coffee Table, and lamps. Was talked into purchasing the 5yr extended Warranty which because I purchased a hard surface product (Tables) the warranty will also cover the Recliner Mechanisms. Here we are 2 years later and My wife and I are in need of having some repairs made. The store does not want to hear what I have to say, and pushes me off to the HQ customer service. CS, says there is nothing they can do, I have to call Guadsman. I contact Guardsman and they only take claims online. Go online and started a claim, uploaded photos, and never heard from them. Apparently after completing the online form, you still have to mail it to them, PHYSICALLY MAIL IT!! So they get all the photos online, and see the request, but won't do anything until, the receive the physical copy.Again never heard from them, called to complain, HQ CS still doesn't want to hear it, but to shut me up, they sent me as a courtesy, a service tech to look at my problem,. He basically laughed and said up their bent, and continued to tell me that if he received a request to come and fix them, he would refuse it because it's a pain in the as. So now going on almost 2 1/2 years, my couches are bent, my money is gone, and no one cares to help.Desired Settlement: after all of this, take back the couches, and refund the money I paid for the couches and warranty.

Business

Response:

Sales Order # [redacted]Although the customer’s furniture was over 2 years old, outof warranty, and had been moved in and out of storage since delivery in 2013, wesent out a service tech to possibly adjust the recliner mechs that were notworking properly. Unfortunately, due to improper handling during the moves inand out of storage two of the recliner mechs were bent and could not be adjusted.We have since offered the customer parts and service at dealer cost. To datethe customer has refused 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:

The "repair man" that was sent, laughed when he saw the couches. His Reply was that since the furniture is made in China it's considered "throw away" furniture. He evaluated the problem and recognized the issues. The problems were not from storage and handling during moves, but from the operation of the reclining mechanism. The metal is used on the mech is thin and easily bendable because they are "cheaply made". Upon further speaking to the "repair man" he blatantly said to me if he receives a request to repair the problem he would "deny the claim and have them call someone else, 'cause it's a pain in the as to replace." As of this moment I am pursuing the issue with Guardsman, and had to re issue all of the paperwork. As a customer and former retail employee, Jennifer has treated this issue extremely unprofessionally. No phones calls have been returned, and the promise of "we'll get back to you" is just thrown around like the empty words they are.I WILL NEVER DO BUSINESS WITH THEM AGAIN!!

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

Sincerely,

Review: On 7/**/15 I purchased a sofa from Jennifer Convertibles located on [redacted]. The sofa was paid in full on this day with a delivery date of 7/**/2015. Three weeks went by and I didn't hear from anyone about sofa I ordered so I called the store to inquire about my order. I spoke with Cynthia who told me I would have to wait another week. The week went by and still no phone call about my order. After waiting patiently I decided to call the store again about my order. On 8/**/15 I spoke to Gary who told me they would deliver the sofa on 8/**/15. I was told that I would receive a call the night before delivery with time frame of delivery. Again I never received a call from them. On 8/**/15 I was home until 11:**am and still no phone call from company. I had to go out and was back home by 1:15pm. There was a message on my answering machine from driver of delivery truck that he was waiting outside my house. Following that message Julio from the store left a message saying they were at my house to make delivery of sofa without any prior calls to notify me of delivery time frame. They left and my sofa was not delivered.

I am extremely disappointed in customer service of this company and especially with employees I had contact with. I was very patient through all this and when I called the company to resolve this with them an employee hung up on me because I was upset of what was going on. I was also given an attitude with an employee I did speak with that delivery was made without prior notification and I still don't have a sofa that was ordered beginning of July.

On September **, 2015 I wrote a letter to the Corporate office of Jennifer Furniture. I was given email and fax number of Max G[redacted] Regional Director. I tried 3 different fax numbers all 3 were busy I could not get fax through. I sent letter by email to Max G[redacted]. Never got a reply back. I continued patiently to contact him without any success. I spoke to Janet D[redacted] at corporate who gave me her direct fax and email and she would forward letter to Mr. G[redacted]. Letter was forwarded on 9/**/15. Still no response from Mr G[redacted]. On 9/**/15 and 9/**/15 I left several messages on direct line of Mr Max G[redacted]. I never got call back.

I am appalled with the service of this company obviously no one cares about the customers and you are given an attitude for being upset about the situation. I am no longer interested in doing business with anyone in this company.

THIS IS LETTER SENT TO MR MAX G[redacted] REGIONAL DIRECTOR OF JENNIFER FURNITURE:

September **, 2015

To whom it may concern,

This letter is regarding unsatisfactory customer service for your store Jennifer Convertibles located at [redacted].

On July **, 2015 my wife and I purchased a sofa from this store. The following day I called the store and spoke to Cynthia about changing the style of the sofa and she said it was fine and it was in storage.

After 3 weeks without any calls from your company I called Cynthia and she said we had to wait another week. On August **, 2015 we still had not heard from anyone regarding delivery of the sofa so my wife called and spoke to Gary he told her it would be delivered on August **, 2015. He told her we would receive a phone call the night before delivery with the time frame of delivery. We never received a call on August **, 2015 the night before scheduled delivery date. On August **, 2015 we were home until 11:**am we still had not received a phone call at this point. We had to go out and were back home by 1:15pm. There was a message on answering machine from truck driver of delivery truck stating that he was outside of my house. Following that message Julio from the store left message saying they were there to deliver sofa, without any prior calls to these two messages about time frame of delivery. They left and sofa was never delivered. We are now nearing the end of September and we still do not have the sofa and no one from your company has even made a call to resolve this. The sofa was paid in full on day of purchase.

We are extremely disappointed in the customer service of this company and in the employees we had contact with at this location. After I heard the messages from the truck driver on 8/**/2015 I called the store at 1:18pm to speak to Cynthia so we may resolve this and the employee that answered phone hung up on me because I was upset the delivery was made without notification. I was extremely upset that the sofa was ordered in July and that we were not notified on delivery time frame and missed the delivery. We are now in middle of September and I still don't have sofa.

No one has made an effort to resolve this. At this point we are no longer interested in doing business with your company. We are expecting a full refund for the sofa and compensation for all stress related to this. I am waiting 1 week from the date of this letter for a response from your company. If I still do not get response I will take further action to resolve this issue.

Please contact me at [redacted]Desired Settlement: I am expecting a full refund of what I was charged (and compensation of any restocking fees if applies) and compensation for stress related to this three month ordeal with this company for not having a sofa to this date 9/**/15 that was needed and ordered on July **, 2015.

Business

Response:

Sales Order # [redacted] The initial delivery date of 7/** was changed when the

customer switched their selection from the Durablend model to the Dawson model on 7/**. It

was explained that the new selection would not be available for delivery for

approximately 6 weeks. The customer was not home for delivery on 8/**/15. We

have since agreed to waive the redelivery charge. The customer refused our

offer. We have agreed to make a full refund and cancel the order in full. The

customer said they would call back with the credit card numbers and expiration

information. To date the customer has not called the local showroom back.

Without that information a refund to the credit card cannot be processed.

Review: Living room set purshased 2013 advertised as leather peeling within a year, this is not leather peeling all over and the protection plan purshased does not cover peeling. So now I'm out of my money and my living room set is peeling. Jennifer convertables is advertising leather and selling their furnisher as leather and it's not. And the protection plan guardsman doesn't cover the problem.Desired Settlement: I would like a refund, to purchase a real all leather set that Jennifer convertables sales person told me I was buying. When I tried to reach the store where I brought the set, the store was closed down. Somebody should be held accountable

Business

Response:

Sales Order # [redacted]Although the customer is out of warranty for factory defects

since May 2014, I will have a customer care supervisor call the customer to see

what possible options we can offer to him.

Review: To whom it may concern:

In writing this letter I am hoping I will reach someone that can help me resolve this issue with Jennifer Convertibles and prevent any future customers from experiencing what I have went through. While this letter is a bit long and from a customer service standpoint may be painful to read, please follow through until the end.

On April [redacted], 2013 my wife and I relocated from California to Maryland for a job promotion/transfer. On or about May [redacted], we went into Jennifer Convertibles after searching at several other furniture stores to find a couch for our newly purchased home. We found a couch that would fit perfectly in our family room. We purchased the couch with the warranty plan and received the couch within a few weeks. At this point, everything went as expected and without hesitation.

After about 4 weeks, I noticed the couch was sagging at one side. After further inspection, I noticed there was no frame to support the cushions and as a result, the thin felt holding the cushion in place had gave out, allowing the cushion to fall to the floor unsupported. We immediately contacted Jennifer Convertibles to file a claim. They informed me we would have to set up the couch for inspection. After approximately 3 weeks, we scheduled an inspection. Several weeks passed and we had not heard anything so I contacted Jennifer Convertibles at ###-###-####. They informed me that I should be receiving a letter in the mail. Well, several weeks later, I received a letter on 9/**/2013 stating that a claim had been registered and that parts had to be ordered and would take up to 12 weeks.

There was no further contact with the company and at this point, I trusted that the part would come as planned and all would be resolved. Sadly, I was mistaken. I contacted [redacted] on 12/** (12 weeks later) to follow up on the claim. She said she would have to look into it and call me back. Heres where the trail of phone calls start:

12/**/13 – [redacted] called, said could not help me. There is not part number in the system

12/**/13 – After several of my phone calls, [redacted] called back, said there were no parts on order and that couch would have to be exchanged.

12/**/13 – [redacted] called me back, gave me approval code to exchange the couch and that I would have to contact the store for exchange. I immediately contacted the store and set up delivery date for 1/*/14.

1/*/14 – new couch was delivered, old couch returned

1/**/14 – couch cushion again broke and fell to the floor. Same problem as the first time. There is no frame to support the cushion. I contacted [redacted]. She said again, couch would have to be inspected.

2/*/14 – Inspector showed up and inspected the couch. He informed me that the couch was designed improperly and there is no fix. The couch would have to be rebuilt to add a supporting frame. I confirmed with him that he would report this information. He assured me he would

2/** – Had not heard anything so I called and spoke to [redacted] and left a message for [redacted]. She never returned my call. At this point I was very frustrated so I went on line and read several negative reviews and found [redacted] name. I left him 2 messages. No response.

2/** – Still no phone call, I called and spoke to [redacted]. I expressed with him all my concerns and frustrations; he informed me that if I complain to [redacted], he would only send the information to [redacted]. He gave me [redacted]’s name and phone number ###-###-####. He said [redacted] would help me.

2/** – Finally, I received a phone call from [redacted] who informed me that since the couch could not be repaired an exchange was approved and gave me approval code [redacted]. Approximately 2 hours later, I received a call from [redacted] stating that [redacted] was not authorized to give this approval and the offer was removed. [redacted] explained that parts would have to be ordered and it would take 4-6 weeks for delivery. Obviously I was not happy with this but had no choice.

3/** – I contacted [redacted] and she said she would check the status of the order and call me back. Later that afternoon she called me back and said that the couch parts would ship on 3/**.

4/* – I called and spoke to [redacted]; she said would have to speak with the manufacturer and would call me back. She called back and said parts would ship on 4/**.

4/** – Spoke to [redacted] and he confirmed that the couch parts had shipped that day.

4/** – Called back in to see what day parts would be delivered. I spoke to [redacted] who said it would take 7-10 days for me to receive. He guaranteed that they would be there by the [redacted].

4/** – I called back in and spoke to [redacted] and he said he would have to send an email to the vendor and it would take 24 hours to hear back. There was no care or concern in his voice. I was very frustrated and asked to speak to a manager. Response was none was available.

4/** – Since I was not getting any help, I went on line and printed an employee executive list and contacted the following employees and left voice mails with my concerns:

[redacted], [redacted], [redacted] customer Service, [redacted], [redacted] sales ext. [redacted], [redacted], [redacted] ext. [redacted], [redacted] operations, [redacted], [redacted] sales,

4/** – [redacted] called me back at approximately 4:30pm and was very pleasant and said she would contact the vendor and get back to me.

5/* – [redacted] called me back and said was not sure when exactly the parts would be in. Sometime in May………………………&hell...⇄ Settlement: I would like a refund or exchange of the couch.

Business

Response:

Sales Order # [redacted]

Unfortunately the components ordered are taking longer than

anticipated. The customer has been contacted and we have agreed to the return

and refund of the customer’s defective sectional.

The local showroom will schedule the pick up and a refund

will be issued within 14 days of the confirmed return.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and as long as they hold true to the proposed resolution I find that this is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On March **, 2015, I purchased a furniture set (sofa, loveseat, chair and ottoman) from Jennifer Convertible for $2,019.60. This amount included the cost of the furniture, a protection plan, tax and delivery. The furniture was special order so it took 6-8 weeks to deliver.

The furniture was delivered on May **, 2015 in good condition.

On June **, 2015, I noticed a tear in the corner of the loveseat coming from the base of the couch to where the seat cushion is attached. I proceeded to inspect my furniture and found similar tears beginning on all corners as well as seams opening between the cushions. I called the store where I purchased the furniture and they gave me headquarters number to call I was wished good luck by my sales person. This was my first sign that what was to follow wasn't going to go well. I called the headquarters number, gave my complaint and was told I would be contacted within 5 business days to scheduled someone to come look at my furniture and assess the problem.

On June **, 2015, the 6th business day, I sent a message through the Jennifer Convertible website stating that I called 6 business days ago to report a problem and had not heard back from anyone. I was contacted by phone by USA-1 Unlimited Services but was unable to take the call. There was also an email sent from them. When I could, I returned the call and left a message.

On June **, 2015, I called again and left a message and sent an e mail to USA-1 to set up an appointment.

On July *, 2015, USA-1 contacted me and we set up an appointment for July *, 2015.

On July *, 2015, a representative from USA-1 came a took pictures of my furniture and said the pictures would be sent to Jennifer Convertible for review by customer service.

On July **, 2015, I was sent a email from Jennifer Convertible saying "This letter is to follow up on the recent in-home service you have received. We understand from the factory authorized service technician who inspected your furniture that the problem you are experiencing with your merchandise is not the result of manufacturer defects. Our guarantees cover defects in materials and/or workmanship. However, rips, tears, and wear and tear are not covered by the manufacturer’s warranty."

I immediately responded by email "This is completely unacceptable! This furniture was in my house for 6 weeks when I first called in my complaint! The second thing I will say that this was special order so it was made specifically for me! This is not normal wear and tear and if you do not do something about it, I will be contacting the Revdex.com. Furthermore, I will never buy from Jennifer Convertible again and will not recommend your furniture to anyone!"

I got a phone call from a customer service rep basically telling me that it wasn't a manufacturing problem I caused the damage to my furniture in the 6 weeks that it was in my home. On that call, I requested the pictures that were taken and a report of how the decision was made. The woman took my e-mail, said she would send it and never did. I also sent the following e-mail to Jennifer Convertible:

"To Whom It May Concern:

My order # is [redacted]. Someone from Jennifer Furniture called me this morning and said that she was looking at the pictures and there was no way this was a manufactures defect and that basically by sitting on my furniture, that's what caused the issues. What am I supposed to do with living room furniture??? Stand there staring at it??? MY FURNITURE AT THE TIME OF MY FIRST CALL WAS 6 WEEKS OLD and was special order so it was just manufactured!!

On that same call, I requested to have all documentation sent to me (pictures, report from technician, etc.) on how the decision was reached. The woman took my email and said she would send it but I have yet to receive anything. Please forward to me the documentation on how your decision was made.

I am not at all satisfied with my purchase or how my complaint has been handled thus far. Six week old furniture should not be ripping at the seams if it was properly manufactured. There is clearly something not right here and Jennifer Furniture is not standing by the product that they sell. I will be contacting the Revdex.com and the Department of Consumer Affairs if this matter is not resolved to my satisfaction."

The response from Jennifer Convertible was we are willing to order to parts to fix your furniture but you have to pay for the upholsterer. I called and left a message stating that this was unacceptable. I invited the customer service rep and quality control rep to come and inspect my furniture themselves.

I am at a loss. I was sold poorly manufactured furniture and Jennifer Convertible is not standing by the products they sell.Desired Settlement: I would like Jennifer Convertible to remove the furniture from my house and refund my money in full.

Business

Response:

Sales Order # [redacted]An independent service company determined that damage found inmultiple areas of both the sofa and the loveseat is not a manufacturer defectand therefore is not covered by the factory warranty. (Pictures attached) Althoughit is not covered, as a one time courtesy, Jennifer Convertibles will order andinstall new replacement components for this customer. Components usually takebetween 6-8 weeks to arrive. The customer should contact our customer caredepartment upon receipt of the components to arrange for 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:

The "independent" service company was hired by Jennifer Convertible. When they called to schedule the appointment to look at my furniture, they said they were calling from Jennifer Convertible. There is no written response from the "independent" service company, just pictures. which were only provided to me through this complaint, even though I requested both the pictures and a written response both verbally and by email. As you can see from the photos provided by the "independent" service company, the damage/defect is at seams on the couch and at stress points on the love seat. In my opinion, this is due to poor workmanship and/or inferior materials. I feel the offer of a one time fix of the damage, with not guarantee of any recourse for any future possible defects is unacceptable.In my opinion, Jennifer Convertible was advised of this defect in a timely fashion and should live up to it's "worry free guarantee" against defects. If they are unwilling to live up to their guarantee, I feel that I am entitled to a full refund of the purchase price. ?

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

Sincerely,

Business

Response:

Sales Order # [redacted]Although the damage to the customer’s furniture is notcovered by the factory warranty we agreed to order and replace the componentsnecessary to service the 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. My husband, [redacted], will get in touch with the business to set up the repair.

Sincerely,

Review: I purchased a sofa bed and ottoman from Jennifer Convertibles in Manhattan, NY in 2008. I also bought a Lifetime warranty to cover both items. I contacted Jennifer Convertible's customer service department on 06/**/13 to file my claim. A technician was sent to my home on 06/**/2013 and he took pictures of the hole on my ottoman and the two holes on my sofa cushion. He asked how it occurred and I stated the puncture was cause by a sharp toy while my son was playing. He told me that it should be covered under my warranty and to contact customer service to follow-up.

On 07/**/13 I spoke with [redacted] at 3:25pm and was told my claim was initially denied. When I asked why, he stated that because the damage was considered accumulative. I stated that my Lifetime warranty is supposed to cover tears, punctures & holes caused by sharp objects. My son accidently causing the holes with his toy should definitely be covered. He placed me on hold and when he spoke to me again, he stated the damages were under warranty. He updated my home address and said the material to repair my sofa and ottoman would be shipped to me within 6 weeks and then a technician would install it.

On 07/**/13 I spoke with [redacted] at 10:00am and was told the manufacture is no longer making my unit so they would not be able to order the replacement material. Instead the company would have to exchange my current sofa and ottoman with a new one that has the same value as my original purchase. She stated that a showroom would contact me to make arrangements to pick up my current unit and exchange it with the replacement. [redacted] stated I should hear from the showroom by the end of this week or early next week to coordinate this.

On 07/**/13 I spoke with [redacted] again at 2:30pm. I called to find out if I could contact the showroom directly to expedite the process. She stated that my claim had been denied by Corporate. I asked her based on what grounds. She stated they claimed accumulative damages. I repeated that the damage on my sofa and ottoman were caused by my son's sharp toy and that I was told on more than one occasion that it would be covered under my warranty when calling customer service. She stated since the material was no longer available, Corporate did not want to replace the damaged units and denied it. I stated that legally under my warranty it is covered and as the consumer I should not be penalized for something I've already paid for simply because they are no longer producing the model.

I asked to speak with a manager and was told that at 2:50pm she was out to lunch. I asked for her name, it is [redacted]. I also asked [redacted] to give [redacted] a message for her to contact me, thus far she has not.

It is unacceptable that Jennifer Convertibles is not honoring my Lifetime warranty simply because it will now cost more for them to replace both the sofa and ottoman. As the consumer it is not my fault that they are no longer producing my model and do not have replacement materials for it anymore. My warranty clearly states that the damages caused by my son's sharp toy are supposed to be covered. They were willing to do so when it was simply a matter of reordering the parts. However once it was discovered that they were no longer available and the entire unit would have to be replaced, they denied it.Desired Settlement: I want my sofa and ottoman to be replaced by Jennifer Convertible with another sofa and ottoman that is the same color and of similar style and of equal value to what I spent originally at the time of purchase. I was told that this was being done over the phone on 07/**/13 by [redacted]. Jennifer Convertibles needs to honor my Lifetime Warranty as promised that day by [redacted].

Business

Response:

Review: when I had purchased this life time warranty from Jennifer convertibles, I was told it would cover rips, tears, cigar burns, scratches, chips and bold pen marks on my leather couch, which I find to be completely FALSE AND A LIE. I attempted to get a few rips and scratches repaired on my couch and they denied my claim twice! I feel like this warranty is scam and a rip off and I would like my money back or my couch repaired like the warranty stated the services I would receive.Desired Settlement: I would like my couch repaired or my full refund of my warranty purchase!

Business

Response:

Review: On February [redacted], 2009 I paid $1,040.38 for a couch I ordered from Jennifer Convertibles. On March *, 2009 I recieved the brown leather sofa I ordered. Less than one year later on FEB **, 2010 I had to call Jennifer Convertibles due to a spring that broke and was piercing thru the bottom of the sofa. I am a single bachelor with no kids and I live a lone. I work about 50hrs+ a week therefore I am barely home and when I am Im barely on my couch. Therefore it was hard for me to understand why this issue with the spring occured. Going forward now on OCT *, 2013 I was forced to call Jennifer Convertibles hotline once again due to the foundation of my sofa literally piercing through the bottom of my couch (ie: wooden pieces and nails piercing thru the bottom cover of the sofa) and also leather pealing from various parts of my sofa that began in 2012 and is grossly spreading throughout the entire sofa.Desired Settlement: I would like a replacement sofa. Under the minimal conditions that this sofa undergoes due to the fact that I live alone, I have no pets, no kids and barely have any company over, I would have expected this sofa to be more durable. Instead it is steadily falling apart and becoming a hazard for me to sit on not knowing when it will eventually give and crumple to the floor.

Business

Response:

Review: I MADE A PURCHASE ON 12/**/13 AT JENNIFER CONVERTIBLES MY DELIVERY DATE WAS 12/**/13.AFTER MY DELIVERY WAS SET UP AND THEY ASK ME TO SIGN THE INVOICE I REALIZE I HAD BEEN OVER CHARGE I CALLED THE STORE IMMEDIATELY THE REP TOLD ME THAT PAUL WHO ASSISTED ME WITH MY PURCHASES WAS ON VACATION,AND SHE COULDNT HELP. SHE TOLD ME HE WILL BE BACK ON 1/*/14 WHEN I CALLED BACK WITH MY CONCERNS HE BRUSHED ME OFF WITH HIS UNSATISFACTORY ANSWER AND TRYIN TO JUSTIFY MY BILL I TOLD HIM I AM WATCHIN THE INVOICE WHERE THEY OVER CHARGE ME GAVE A CK AND BULL EXCUSE AND SAID THAT HE WILL CALL THE WAREHOUSE AND GET BAC IN CONTACT WITH ME ALL NOW I AM STILL WAITING. ON MY RECIEPT THAT I HAVE IS TOTALLY DIFFERENT TO WHAT I HAVE HE CHARGE ME FOR STUFF THAT I NEVER ASK OR AGREE TO PLZ HELP ME. EVEN THE DINNETTE SET THEY PUT TOGETHER IS MOUNTED IMPROPER. I AM SO DISPLEASED WITH THEIR SERVICE. VERY UNPROFESSIONALDesired Settlement: I WOULD LIKE MY MONEY WHAT WAS OVER SPENT AND FOR THEM TO COME AND FIX MY CHAIRS THE WAY IT SUPPOSE TO BE SET UP.

Business

Response:

Review: My husband and I were interested in purchasing the 5 piece dining room advertised for $399.99 in the Asbury Park Press for MLK Event. The chairs come in 4 different colors - red, brown, white, and grey. There is no mention of different prices in the ad for different color chairs. When I told the salesperson I wanted to purchase the set in a different color other than red, as there is no mention of different prices for different colors in the ad, she said the price would then be $599.99, which is the regular price of the set, not on sale at all as advertised. I had been in the store a couple of weeks ago and the price for the set was $599.99 for any color chair I wished. I would not have thought there would be a difference now. I think they should honor the sales price of $399.99.Desired Settlement: I would like to purchase the 5 piece dining room set which includes a round glass table and four chairs in the brown for $399.99. Delivery was originally quoted at $85.00. The total should be $513 including all charges.

Business

Response:

Review: My furniture was paid in full but on day of delivery I was told I owed a balance of $108.00

On 2/**/14 I purchased furniture @ Jennifer Convertible on [redacted] and my purchase was paid in full as it also states on the receipt. I was told I was to receive it in two weeks. But I received a phone call on 3/**/14 (5 weeks later) that it will be delivered on 3/**/14. They stated falsely that I have a balanced of $108.00 the day before my delivery and the employees was very rude to me. When they came to deliver the furniture they refuse to leave the furniture because they claim I owed a balance. They refuse to give me the name of their [redacted]. I had to get the name of their [redacted] from customer service. I left a message with [redacted] and up until now I received no response.Desired Settlement: I would like to have the furniture that I purchased at the same price for which I paid IN FULL. I shouldn't have to pay $108.00 balance for a mistake in the price of the furniture in which he made and never notified me of it. He never inform me of his error until 3/**/14 5 weeks AFTER the furniture was paid in full.

Business

Response:

Sales Order # [redacted]

The COD amount due was entirely caused by an arithmetic

error. Correct amounts were charged but addition and subtraction / payment

errors caused the difference to occur. As noted on our sales receipts “Errors

in arithmetic are subject to correction”.

We apologize for any inconvenience caused this customer.

Review: I purchased a Sofa and protection plan from Jennifer convertible in 2008. I was hesitant to purchase the cream colored sofa even though I liked it, but the sales rep promised me that they would always take care of any stains or issues with the sofa under a lifetime protection plan that I had to purchase se**rately. I fell for the sales pitch. Now 2014, I have a couple of stains on the sofa, and the location I purchased the sofa from filed for bankruptcy, and has since closed. I sent a message to customer's service in Jan 2014 about the stains and at that time I couldn't locate the contract. The sales person knew my purchase number and was aware that I purchased the sofa at a store that closed, but told me to go ahead and send pictures of the stains, as if they were going to help. This month I found the contract and sent the pictures of the stains with copies of the contract. I also tried to call several customers’ service numbers and none of them work. After sending multiple emails, I got a call this morning saying that they can't take care of the stains on my sofa because the location is not in their jurisdiction and because the pictures I sent showed that they were ink stains which wouldn't have been covered under the service contract. First of all the stains are not ink stains, they are fruit and food stains. Second it would have been nice if the sales rep or even the contract had stated that they would only keep the contract if it works for them in regards to the location. In addition, why waste my time by telling me to send pictures, when they couldn’t do anything about it. I bet if I went to the ** location to purchase furniture and need them transported to my home in **, they would not refuse my purchase even though I am out of jurisdiction. I would have let it go if they were honest with me in Jan and not wasted my time and effort. Also looking back, I wish I had read the reviews about this company before making my purchase. I hope by posting this complaint they can make an effort to inform their customers about the unwritten limitations of the protection plan.Desired Settlement: Address the issue or develop a better system in which the are honest with their customers.

Business

Response:

Sales Order # [redacted] (Purchased under: [redacted])

As a courtesy I will have [redacted]r call the

customer to see what kind of assistance we can offer this customer.

The Upholstery Shield plan purchased covers accidental food

or beverage stains that are called in within 7 days of each occurrence. The

plan does not cover multiple, accumulated staining, abuse, or neglect.

According to our notes the customer called in January 2014

requesting an overall maintenance cleaning which is not covered by the plan. In

July 2014 the customer called again requesting the same overall maintenance

cleaning. Pictures provided by the customer appear to show ink stains on the sofa.

Review: Upon delivery off my sectional in Feb.2014, it was damaged. I called to make a complaint it took them not then 2 months to fix. I was unhappy my new couch was damaged during delivery but was patient enough and happy it got fixed. Well, the technician who came out to fix it did a terrbible job. I.called as soon as I.noticed my.couch was pulling apart. They was supposed to come out and never showed due to a supposed engine problems. it's been 3 weeks an I'm still Waiting. I'm totally dissatisfied.Desired Settlement: I would like a refund

Business

Response:

[redacted]

Components were installed / replaced in May with new. The

furniture was serviced to completion. Four months later the customer requested

service for an open seam. The service company finally reached the customer

yesterday and was informed them that she refuses service and will only accept

an exchange of the furniture.

The customer’s furniture is under warranty and we reserve

the right to service the furniture under that warranty.

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 technician who cam to fix the couch did not do it properly. When I called to request repairs again the tech said he had call troubles and I will be rescheduled asap. I received a call from customer service 3 weeks later, at that point I already contacted Revdex.com. The first time it took them 3 months to make the repair.

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:

There was no complaint in four months because the staples did not pull apart in for months. The side that was not damage d upon delivery is still intact. If this was normal, the other side would be damages to. I have a video to show the actual damage. I rejected your tech because you took more then a week to contact me back. I was only contacted because Revdex.com contacted you.

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

Sincerely,

Business

Response:

Sales Order # [redacted]

The customer’s furniture is under warranty and we reserve

the right to service the furniture under that warranty. To date the customer is

refusing our offer to send a tech to her home.

Review: I was suppose to get my furniture delivered on November [redacted] 2014. No one ever called to confirm my appointment and my furniture was never delivered.

I was suppose to get a furniture delivery on Nov.[redacted]. The store never called on the [redacted] to confirm my delivery. When I called them, the [redacted], [redacted], told me it was not his problem if I didn't answer my cell phone and that they do not leave voice-mails. They never called my phone to confirm my delivery at all. I am extremely unsatisfied with the level of customer service I received.Desired Settlement: I would like my delivery fee refunded since they never called to confirm my delivery and I am now inconvenienced with rescheduling.

Business

Response:

Sales Order # [redacted]This customer was called a few times to inform her that the11/** delivery date was not available. The customer finally gave the showroomher daughter’s phone number to contact. We were finally called back by thedaughter on 11/**. The furniture was scheduled and was successfully delivered on11/**/14.

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 never called my phone or the other phone number I gave as a contact. I never received a voicemail showing they had called or even a missed phone call. I never received a missed call from Jennifer Convertibles. If I had a voicemail then I would understand why the delivery was rescheduled. I did not receive a call and I feel I should have my delivery fee refunded for the inconvenience.

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

Sincerely,

Business

Response:

Sales Order # [redacted]The furniture was successfully delivered on 11/**/14. Noadditional discounts are available beyond the previously agreed to salepricing.

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 do not find this acceptable. The customer service was absolutely horrible! You did not deliver my furniture on the original delivery date and tried to make it my fault because you never called to confirm! The manager was rude and unprofessional saying that its not their problem if I dont answer the phone (which I would have if you had called) and that they dont leave voicemails to show they tried to call. I would like proof that you did try to call for the original date or I would like my delivery fee waived.

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

Sincerely,

Review: I was told I would be issued a full refund to my credit card and a check for the cash portion of my purchase. no refund issued

Order Number [redacted] I purchased a sectional form JC in Union NJ on 5/**/13 The item had to be special ordered when delivered on 6/** all of the items were damaged and I refused delivery. I was told by the Store manager ** that it would take 4 weeks to get another set so I requested a refund on 6/**/13 I was told the credit card portion would be refunded immedeilty to my card when I contacted corporate about an expidited check for the cash portion I was told it would take 20 business days to process any of the refundsDesired Settlement: Credit cards refunded immedietly so I can purchase a new set since all the old furniture was removed for the delivery and check mailed with 24 hours

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,