Jennifer Convertibles

Review: I am extremely upset with the customer service I received from this order as I have yet to have the order delivered. I placed this order in store on February [redacted]. I called to schedule the delivery on March [redacted] and changed the address for delivery during that call. I then confirmed the delivery this past Wednesday, March [redacted] by calling the store and confirmed both the time and address for delivery for the following day. I was told that the address was changed correctly and that the delivery window would be between 3-8 PM. The delivery truck called me to say they were at the apartment that day, but they had the incorrect address. I was then told they would not deliver to the correct address because it was outside of 5 miles even though it was only 15 minutes away. I am very disappointed with this level of service. Now the delivery is not scheduled again until this Thursday, April [redacted] which is one week after the original delivery date. I will need to take another day off of work and we do not have a couch or bed for entire week due to this error. I would like to know what your company plans to do to rectify this situation. I certainly do not feel we should be responsible for paying any delivery fee since the entire delivery process we originally paid for did not happen. I also feel I should be reimbursed for the time I will be missing from work for the second delivery day.Desired Settlement: I do not want to be charged for the delivery because it did not happen when they said it would.

Business

Response:

Sales Order # [redacted]

We apologize for the error that caused the delivery company

to attempt delivery to the wrong address. In consideration for the

inconvenience I am arranging for the processing of a refund for half the cost

of the delivery charge. The local showroom will contact the customer to obtain

the full credit card #s and the current expiration date so our corporate office

can process the refund for this customer.

The whole delivery has been a horrible experience. First the delivery workers wanted to do nothing with the delivery because of having to possibly carrying my couch up the stairs which I would have paid and then it fit in the elevator but still got a bad attitude.

Upon reaching my door they were rough with everything and uncompromising to try and get it in. Had it not been rushing we probably could have figured it out. Then as it was told to me I could decline it and pay an additional $200 (plus tax) to have it assembled inside the apartment. I decided to do that and now have to wait a month for this service. What a joke, $200 for delivery now $200 for assembly and waiting a month. I was told a return would be 30% restocking fee. Also the coffee table delivered I put together which should have been done by the delivery guys. I

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: I purchased a leather set from [redacted] at the [redacted] location the leather is cracking

After spending so much on a set the leather should not be cracking. I saw on the news how I am not the only one this happened to. I inquired about replacing the casings but I might as well purchase a new set. As per the news if I had purchased the addt'l warranty the cracking would not be covered. When I purchased the set I thought this would be something that would last a lot longer than this. The back of the sofa couch is cracking, cushions are cracking. Needless to say I am not a happy camperDesired Settlement: I would like to have a replacement set a different couch set that won't crack or peal

Business

Response:

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: 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: 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: . I placed an order on 7/*/2013 to buy a piece of furniture, and scheduled a delivery on 7/**/2013 given a 5 hours window wait (9a - 2p). They never delivered and my doorman did not recall any delivery attempt. I wasted my time and ended up with no furniture. I called the merchant to reschedule since there seemed to be an error on the delivery van. They told me that they would have to recharge me the delivery cost (this is upwards of 250$). After days of calling and trying to get a hold of their corporate office (they gave me a number for customer service whose voicemail was full and did not pick up calls). I tried asking them for a refund and they said they would not give me one. Long story short, I was going to be charged an extra 250$ if I wanted my couch, or I could forfeit my couch and lose the initial 794.75$ I paid which included the initial delivery fee.I declined to give them the extra money out of principal and also because I can't afford to give away 250$. I raised the issue with American Express, who contacted them. Two months later, the sales rep who initially sold me the couch responded. He told me that he would waive the redelivery fee (it appears that they wanted to try their luck extorting 250$ from me). By now I had already purchased a new couch because I had a bare livingroom without one. I did not need this couch anymore so I asked for a refund. The sales rep did not reply to that email.American Express turned down four disputes, stating that they would not cooperate and credit my account.Desired Settlement: I want a refund of the product that I had never received. I don't want the product 2+ months later than it was supposed to be delivered.

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: 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 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: 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: 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 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: 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: 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: 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: 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: 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: Where do I start? First, I purchased the couch from the [redacted] store on August**, 2014 and was told to pick fabric for the couch and 5 pillows. I did so, paid half the amount of the couch as a deposit and proceeded to go home. Not long after I arrived there I got a phone call from the sales associate who told me the couch only came with 2 pillows. I disputed it and said I have a receipt for 5 pillows so that's how many I'll receive with my couch or I would cancel the order. After going back and forth and about a week of my time, they finally agreed to give me the 5 pillows. No one had their story straight. One sales person said 5 came with it. One said 2 and one said 3. So they clearly don't know much about the products they're selling. About 4-5 weeks passed and I had my couch scheduled for delivery the first week of October. The third week of September I received a phone call from the store manager, [redacted] who said the couch was delivered to the distribution center in ** and it was damaged so he placed the order for a new one immediately and supposedly put a rush on it. He said "any day now" I'd hear from him to schedule a new delivery date. I kept in touch and called approximately 1-2 times a week to get updates and try to move the process along. The sales associate, [redacted], is absolutely rude and nasty to me every time I call. She was not at all professional when I spoke to her she always had an attitude. So I requested to speak only to the manager going forward. The last week of October I was told it would be shipped from ** to ** on the [redacted] or [redacted] of November. So on November**. 2014 I called to speak to [redacted] and get an update. He said it was going to be delivered the [redacted] of November to the distribution center in ** and that he'd call me the [redacted] (today) to schedule delivery for next week. However when I spoke to him on the [redacted] he was RUDE, UNPROFESSIONAL, he hung up in my face, he was trying to "egg me on" and told me to "bring it". Totally unprofessional. I spoke to the district manager, [redacted] that day who was very nice and told me that I would have my couch in 7-10 days from then which is November [redacted] or[redacted]. As of today, the[redacted] of November the couch still isn't at the distribution center and they're giving me a "tentative" delivery date of[redacted] November[redacted]. I still have to pay the second half of the couch but I don't believe I should have to after all the nonsense and headache I've had to deal with.Desired Settlement: I do not feel I should have to pay the full balance on the couch, if any. Their customer service is ATROCIOUS. Their sales associates and the manager, [redacted] are THE WORST PEOPLE TO DEAL WITH. I should be compensated.

Business

Response:

Sales Order # [redacted] / [redacted]Management has spoken with this customer in regards to thecustomer’s complaint. We apologized for the delay and inconvenience caused thiscustomer. The furniture is scheduled for delivery on 11/**/14. We offered andthe customer accepted, at our expense, additional coordinating toss pillows forthe inconvenience. Unfortunately no additional discounts can be offered to thecustomer.

Consumer

Response:

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

[Your Answer Here]

The throw pillows were not given to us for our inconvenience. They were given to us because the sales associate who sold us the couch told us it came with five pillows and my receipt said five pillows. They were by no means "complimentary" due to their terrible service. Not to mention the said pillows were the [redacted] quality I've ever seen and NOT the pillows that were shown in the showroom with the couch. I would like an additional percentage off for the inconvenience, the rudeness, and the headache that was caused to me by this awful business.

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.