Jennifer Convertibles

Review: I purchased a sofa and love seat living room from Jennifer Convertible in December of 2014. Shortly after, I realized the sofa bed was damaged. I went to the store to inform the salesmen. He was not there. I called the store and left several messages. Two weeks later after many failed attempts of reaching the salesman, I went back to the store and was informed that there was nothing they could do. I was given the number to the warranty department. I was informed that they were not going to exchange my sofa instead they would repair it using the additional warranty that I purchased. Which means my warranty will be void since they will use if to repair this sofa. It took several weeks for a repairman to take a look at the sofa. When he came he stated that they needed to order parts. That took another month to arrive. Today the repairman arrived and said they ordered the wrong length of the part that is needed therefore I have to wait until the new parts arrive. My grandson has to sleep on the floor since he is unable to sleep on the sofa bed. Ive had to miss two days of work and will have to miss another day when the part arrives. This is ridiculous. Please help.Desired Settlement: I would like a new sofa not a repaired one or I would like my money back.

Business

Response:

Sales Order # [redacted]A service was out to the customer’s home on 5/*/15 anddetermined that service could not be completed in a timely fashion. Anauthorization to exchange the defective sofa bed is being processed. The localshowroom will contact the customer to arrange for the exchange within the next7 days.

Consumer

Response:

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

Sincerely,

Review: I have a broken chair that this guys sold to me, and every time I try to call them, they are either not picking up the phone or they are not opened. I tried sending an email to these people and nothing! I want my chair to be fixed or at least repaired and every time I call the store they direct me to the website. They don't help whats so ever.Desired Settlement: I want a replacement chair or at least my chair to be fixed. I sent emails of my chair countless times. I need someone to call me back pronto.

Business

Response:

Sales Order # [redacted]

An email was received from the customer on 5/**/14. We

responded to the email suggesting the customer email us a photo of the damaged

chair in order to expedite service. To date we received no pictures or a response

to that email. As an alternative I will have a service company call the

customer and arrange for a service visit. The service company will contact the

customer within the next 5 business days.

Review: On 3-**-14, I purchased the Denise Cardinal Loveseat. I was informed my order would be delivered in approximately 4 weeks. On 4-**-14, I received a call from [redacted] informing the furniture I ordered would be in on 4-**. The soonest they could deliver it to my home was 5-**. On 5-*-14, I called Jennifer Convertibles to inquire what time the furnisher would be delivered. I was informed someone will call me the night of 5-*-14. I did not receive any phone calls. I called Jennifer Convertibles in the morning of 5-**-14 and was informed someone will call me back. No one called! I called again in the late afternoon and was informed my order did not pass inspection and the furniture will not be delivered. I am very frustrated as I took off from work to wait for a delivery that was not coming, losing income for the day. [redacted] was very sympathatic and promised a discount on the furniture, which made me feel a little bit better. Today, I was informed since the furniture was on sale, I could not receive a discount. I requested a discount on the delivery. I was told someone would get back to me. I cannot afford to miss another's day pay to wait for furniture that may not be delivered.Desired Settlement: At this point, I am requesting the delivery be FREE to make up for some of the income I lOSS and the furniture delivered at a convenient time to reduce the amount of work/incpme I will further miss, not a 5hr window period.

Business

Response:

Sales Order # [redacted]

This order has since been

cancelled and a full refund via check and credit card are being processed.

Review: I purchased a sectional sofa on 10/**/13 with a cash deposit of 762.91 for a sectional sofa (Darcy Stone a two piece). Contacted [redacted] and was told in December a week before Christmas that there was a little problem at the warehouse so I said okay. I heard nothing, I then called around January **, 2014 and still he was looking into it, at that time I told him I had given away my living-room set and now had nothing to sit on. Once again he was to get back to me; however I had to have surgery so I did not call until I got home after my recuperation 02/**/14 at which time I told him enough is enough and I want my money back he said it would take about ten (10) business days again nothing. I contacted the main customer service spoke to someone name [redacted] on 03/**/14 @ 1:46pm and was told there was no cancellation of my order [redacted]. Called [redacted] again 03/**/14 @ 1:52 pm and it was the same song and dance; give me your number where you can be reached and Ill call you wright back it is now 2:20 pm and nothing not a sound. How do I get my money back I need a living room set to sit on and I like to entertain.Desired Settlement: All I want is a refund of my money ASAP I am the working poor where going on five months for a sectional sofa.Please help me in this matterAny help would be greatly appreciated.Thank You[redacted]

Business

Response:

Sales Order # [redacted]

The order was cancelled and a refund by check was mailed to the

customer on 3/*/14.

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,

Review: Purchased sofa in 2008 with protection plan and now leather is peeling. Very un happy with this situationDesired Settlement: Seeking restitution for money paid for protection plan which I feel was false advertisement

Business

Response:

Sales Order # [redacted]The customer’s factory warranty expired in 2009 and the additionalUpholstery Shield plan purchased by the customer specifically excludes “fading,cracking, or peeling”. As a courtesy to the Revdex.com, I will mail the customer arelease to refund the cost of the plan. Upon return of the signed release we willprocess a refund for the plan. (Copy attached)

Review: I bought a sofa that was to be delivered 0n Jan **. it is Feb [redacted] and still no sofa. Can not get straight answer from sales person. If I cancel the order they want to keep 30%, this is a scam and ridiculous amount.

Order_Number: [redacted]Desired Settlement: refund or delivery

Business

Response:

The customer’s issue has already been resolved. The sofa wassuccessfully delivered on 2/*/2015. We apologize for any delay or inconveniencecaused this customer.

Review: I bought a $3500.00+ sectional leather couch with a beauty rest mattress which included an air-pump & blowup mattress . I also purchased a leather rotating occasional chair & ottoman. In a few months one of the arms of the couch collapsed and I found flaws in the back of the bed section of couch, the occasional chair was mounted on a steel pedestal which was bent and in addition there was a leak in the air mattress. Although they were agreeable about fixing the problems they told me I would have a long wait because they were made in Italy and it would take many months for the pieces to arrive. they came finally and replaced the damaged parts. They replaced the arm and back of couch, installed a new pedestal (which is still bent) and told me I needed a new fill attachment for the mattress which was also replaced and a patch kit provided in case the mattress itself leaked. I have since discovered that the air mattress was flawed in manufacturing and the plastic seams were systemically bursting open. After the repairs I continued to cover the couch and chairs with a thick quilted furniture protector which I removed from time to time for company but eventually left it on. I am 68 and live alone and never allowed my pets access to my living area. Yet last year I removed the protective cover to find that the cushions on my couch were pealing and cracking. I uncovered the side chair and found the same thing. the cushions were covered by some kind of composition material and finished with a paper thin leather veneer.Desired Settlement: This was a major investment for my retirement and I was duped by the seller... I purchased leather and they delivered a junk imitation...I can not afford to replace it on my fixed income.

I spent an extra 350.00 for the lifetime leather protection plan. 2 years ago when I discovered the growing deterioration of the so called leather I called the store where I made my purchase and they blew me off. They told me I would have to contact corporate. I did. They told me they did not handle these matters and refereed me back to the original place of purchase. I did. This time the salesman was more than rude and told me that there was nothing they would do about it and it was time for a new couch. I would like the lifetime leather protection plan honored....

Business

Response:

Review: I purchased a sofa last year but soon realized that the cushions didn't stay in one place - they slipped off when one got up off the sofa. I contacted customer service and they placed a service call. Their agent came once to check on the cushions and on a 2nd visit, new cushions were delivered. Found out that I was having the same problem with 2 of the 3 new cushions. I emailed Jennifer Convertibles asking to exchange the sofa (I was willing to pay more to get a better quality sofa) -the company emailed saying they don't do exchanges but they'll place another service call. Now, I had had to ask my boss for time off from work for the service calls and had to rush home for the service visit and go to work late for the 2nd visit - I didn't want to go through that again. In addition, there was no guarantee that the cushions this time would be good quality either. So I asked them to give me an refund informing them that [redacted] had given me a refund after 3 years, taking off 9% for use (their sofa leather covering had begun to peel off). Another option I suggested was service calls (after 5 pm) - but have not heard back. I paid $544 with tax & delivery for this sofa.Desired Settlement: Refund - Credit Card

Business

Response:

Review: Purchased a lifetime warranty and was told to email pictures of the damage to an email address and wold get a response in 2 business days. Now we are over 2 months later with 2 separate emails sent and absolutely no response.Desired Settlement: Repair my leather couch as required by the lifetime warranty or replace the couch

Business

Response:

Sales Order # [redacted] Furniture purchased under: [redacted]

We have no record of receiving pictures, as requested, in June from

this customer. Although the customer’s 9 year old furniture is no longer

covered by any warranties for peeling, I will have a customer service

[redacted] call the customer to see if we can offer some assistance.

Review: I purchased a chair-bed on Jan. **, 2015 from Jennifer Convertibles in [redacted]. The cost was $750.97. We were told verbally by the sales rep that delivery would be 6-8 weeks. Our sales receipt states March [redacted]. Our credit card was charged for this purchase on Jan. [redacted] - the day of the sale. As of this date April *, 2015 not one customer service rep we have spoken to on the phone has been able to tell us where the furniture is or assure us a firm date for delivery.Desired Settlement: Full Refund

Business

Response:

Sales Order # [redacted]We apologize for the unavoidable delay receiving thecustomer’s special order chairbed. The factory was unable to meet their previouslyagreed to timetable for manufacture of special orders. As requested by thecustomer the order has been cancelled and a full refund was issued to thecustomer’s credit card.

Consumer

Response:

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

Sincerely,

Review: On August **, 2013 I had made a sofa set purchase at Jennifer Convertibles, Inc ([redacted]). We received delivery a few days later. Within a few weeks the seams of the sofa started to separate and became noticeably damaged. On December [redacted], 2013 I called the corporate office and explained the concern (Complaint # [redacted]). They had a technician come to my home to review the damaged sofa pieces. The damage was visible on all 4 pieces (the sofa, the love seat, the chair and ottoman). The technician had advised the sofa needed to be replaced, however according to Jennifer Convertibles, they stated they would order the pieces to remove the old fabric and add new fabric. We since then have received 2 pieces of the material however they were not the correct pieces needed. I have called many times after this and have been given different excuses or stories each time. It has since been 143 since my initial complaint.

According to Jennifer Convertibles Inc. Return Policy I have the option of receiving a full refund.

Jennifer Convertibles Inc. Return Policy:

Materially damaged or non-conforming furniture can be rejected within 7 days of delivery without penalty. With your cooperation, all covered repairs will be made up to manufacturer’s standards within 60 days of your initial complaint (120 days for imported furniture), or you will have the option of continuing service, receiving an exchange, or returning furniture for a full refund. You may relinquish your rights for inspection, in-home repair, replacement, or refund, if payment is stopped in any way. Jennifer Convertibles will not be responsible for handling damage to any merchandise that has been moved from the original delivery address or has been picked up from Jennifer Convertibles by the purchaser. Damages caused by the misuse or negligence of the purchaser are not covered under the guarantee. This guarantee is nontransferable. If the merchandise is moved beyond the service area*, the purchaser is responsible to bring the merchandise to an area designated by Jennifer Convertibles. In the event of a defect due to faulty materials or workmanship, Jennifer Convertibles will have the defective item serviced at no charge, providing it is within the guarantee period. In the event that a component, style, or fabric that is needed as replacement have been discontinued, Jennifer Convertibles reserves the right to replace such defective component, style or fabric / leather with a comparable alternative.

I am requesting a FULL REFUND.Desired Settlement: I am requesting a FULL REFUND in the amount of the original purchase $1,896.28 and have the sofas removed from my home.

Business

Response:

Sales Order # [redacted]

We apologize that some of

the parts ordered for this customer have been delayed in their arrival from our

overseas factory. A call center supervisor will be calling this customer this

week to offer 3 or 4 different options including a discount to wait for the

previously ordered components.

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 am rejecting this because we have waited well beyond the refund terms on their website which I am listing here.

THE JENNIFER WORRYFREE GUARANTEE:

With your cooperation, all covered repairs will be made up to manufacturer’s standards within 60 days of your initial complaint (120 days for imported furniture), or you will have the option of continuing service, receiving an exchange, or returning furniture for a full refund.

In addition the parts that are being told are ordered DO NOT cover all the parts needed. I have called many times to complain about the condition of the entire material on all the pieces yet I am reminded each time I called that those parts are not being ordered.

As far as I am concerned these sofas should be picked up from the company and a full refund should be issued as this is a problem the sofa set was having within a few months after purchase.

I am hoping this can be resolved based on your WORRYFREE GUARANTEE in which we are requesting to make a return of the furniture for a full refund.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I have spoken with Rep from JC which was very helpful however I am waiting on her promise of the showroom calling me to arrange for the items in question to be picked up and a full refund given to me. Until then, I wish to have this updated as not resolved fully until I receive that refund in my account.

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 scheduled to be picked up on

5/**/14. A refund will be issued within 14 days of the confirmed return of the

merchandise to our warehouse.

Review: I purchased a couch for approx. $1100 on June [redacted] 2013. I also paid $100 for the lifetime Guardsmen guarantee. The couch arrived and was used looking, dirty and with feathers sticking out all over the couch. I called Jennifer convertibles the same day and they said they would have someone come out to look at the couch. The person who came to look at the couch agreed that the couch was dirty and dingy, did not look like a new couch and should also have a protective sleeve to stop the feathers from protruding. He let us know that he is going to report this as a manufacturers defect and have them replace the couch. After many calls to the customer service department and visits to the [redacted], they told me they are sending two things, 1. New slip covers to replace the dirty originals and 2. Casing to keep the feathers from protruding. After many months, I finally received the casings but customer service told me to wait for the slip covers to arrive to have them come install the new material. I waited and waited and customer service continued to tell me the new slip covers are on the way. Finally, I called one last time and they completely changed their story and told me that they will not be sending me new slip covers because there was nothing wrong with the couch they delivered. I have read many complaints about this company and at my wits end with all the different stories they keep giving me. I am done working with them and would like a full refund for this couch and would like them to come remove it from my home or compensate me for the removal.Desired Settlement: I would like a full refund for this couch via check or credit card.

Business

Response:

Review: My name is [redacted] and my mother wanted to purchase a sofa bed so she went to Jennifer convertible to see what they had while the sales person was very nice nice that she found she liked and we purchased it then when it came to getting the mattress for it the salesman suggested the air mattress instead of the thicker better mattress he suggested it because it was supposed to be the better of the two but to be honest it's not. It's not even a year and we replaced the the air mattress 2 times already. When I called the customer service rep and asked her nicely, can I get the better thicker mattress instead of another replacement she rudely said no. She processed the replacement for another air mattress. Now I have a very bad back because the air does not hold in the mattress after three months so instead of just getting the replacement and be done. I have to have a new mattress every three months does that make sense? Thanks Sincerely [redacted]Desired Settlement: To get the better thinker mattress so I am not hurting my back and not the one it is supposed to come with we paid more money for the better mattress.

Business

Response:

Sales Order # [redacted]

The failure rate on an air mattress bladder is extremely low.

The manufacturer usually will not accept an order to replace a bladder a second

time. It indicates to the factory that the air mattress is not being properly

deflated prior to closing up the sofa bed. As a courtesy, we have received

approval to order a 2nd replacement bladder for the air mattress for

this customer. The sofa bed needs to remain open to allow the bladder to fully

deflate for a minimum of 15-20 minutes.

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:

Review: On 10/**/13, I purchased furniture from Jennifer Convertibles to be delivered in 11/**/13. The store contacted me on 11/*/13 (6:02PM) to tell me that my 5hr delivery window would be 7AM - 12PM (outside 8AM - 8PM policy); when complained about 7AM, I was told that it did not mean delivery would show up at 7AM; however, their driver called me 42 mins. later telling me that I was scheduled to be the first delivery as the bridges would be closed due to NYC Marathon and I was the only delivery outside New Jersey for the day, so if I was not able to receive him at that time, then I would have to re-schedule delivery. I immediately called the store to re-schedule delivery and they told me that it was "my decision" the delivery would not be done at the scheduled time and I would have to pay an additional $99.99 fee in order to deliver at a later date. I replied this was unacceptable as the business is ouch to know how these events will impact their ability to deliver and coordinate with the customer within reasonable time. My request to waive the additional charge was denied by [redacted], [redacted], who was supposed to call me but I had to call instead after most the day was gone; I decided to cancel the order. 11/*/13, I showed up in the store around 12:30PM to settle the details of my refund and claim the in store merchandise credit to find out that they would also have me forfait that, so I left a message for [redacted] to contact me immediately but I had to show up around 5:00PM in the store again as I didn't receive her call. [redacted] took my information for the refund and said she would process the refund but I would still lose about $500; she was to process the refund immediately but a few days later, as I was clearing my junk inbox, I saw I had a message from her detailing again the financials of my loss compared to re-delivery fee and asking for instructions. I have since made several calls to Jennifer's cust. serv., including [redacted]'s [redacted], [redacted], who hasn't return any callsDesired Settlement: I would like the full amount paid to Jennifer Convertibles to be refunded, a total of $1,360.92 (includes $54.45 for piece disassemble). I am entitled to a full refund as I was not given reasonable time in advance to re-schedule delivery and avoid penalties. The customer should not be penalized for a business' poor logistics.

Business

Response:

Review: Furniture came damage to the apt. I asked, jennifer convertibles to pick it up that I did not what it because it was damage. they left the furniture in my apartment for a hole month, giving me excuses after excuses why they could not pick it up. maybe in hope I would change my mind. I haven't payed for the furniture and I wont because I don't what the furniture, just want them to pick up their crap. Jennifer Convertible delivered a sofa that was damage, they said they would send a repair man to inspect the unit .I told them I did not what it repaired ,I just don't what it because of the damage and the fitting .It's been a month and they still haven't picked up the sofa.Desired Settlement: Do not what to deal jennifer convertible again ever, just have them pick up their sofa and return my, $100,00 Deposit. thank you for your time and appreciation in this matter. Have Jennifer Convertible remove the sofa from my house and refund my, $ 100.00 deposit

Business

Response:

Sales Order # [redacted]Authorization has been issued to pick up and refund thecustomer’s furniture. We apologize for any inconvenience caused this customer.

Review: I went to Jennifer Convertibles in Paramus, NJ on Route 17S to find a couch. I settled on a couch in the store and was informed that even though the floor models joints were loose it was because of an inappropriate first setup and abuse as a floor model made it worse. I was also told the couch was 100% "high quality leather" and would be very durable enough to withstand my seven year old. This was in discussion with the store and "regional" [redacted] who was helping us. I put a down payment on the couch Saturday and was told that I had 48 hrs to cancel with no penalty. As Monday was a holiday, he assured me that I could cancel through the end of business on Tuesday without any issues. After checking reviews there are HUNDREDS of complaints that the leather peels in just a few months and that the loose portions of the couch are ALWAYS loose and need constant maintenance to keep it from falling apart. I called to cancel my order. [redacted] picked up at the store. I continued to try but still couldn't get anyone on the phone. Then I went to the store after work Thursday to complain that I couldn't get anyone on the phone and that I wanted to cancel my order. They informed me that I was too late and that I could either take a store credit for my deposit or I could get a refund less 30% of the cost of the purchase. However, they are including the couch, the delivery, the setup, and THE TAX as the "cost" and want to keep 30% of that total bill (962 with tax) and not just of the couch itself. I have now tried contacting the 800 number the store/regional [redacted] has given me multiple times in an attempt to resolve this. I sit on hold for 20-30 minutes to eventually have to give up to do some work or to be disconnected with no warning - I'm actually on hold with them again right now, fourth time today, 15 mins already this time and no answer.Desired Settlement: I had originally discussed with the [redacted] that I was moving and he had agreed to NOT even have the warehouse ship the couch to the distribution center for delivery yet. Thus Jennifer Convertibles has had no expenditure on this purchase whatsoever yet!! I would like a full refund of my deposit and not a store credit or a partial refund. The inaccuracy of his statements and of the store's general handling of this whole situation has left a taste so bad in my mouth I want nothing to do with Jennifer Convertibles at all!!!

Business

Response:

Review: I ordered a Gilroy Loveseat and requested a delivery of 8/*. The delivery was rescheduled and I had spoken with store [redacted]. Very rude and very unprofessonial gentleman.

Stated delivery was changed to Sunday August **, in which I waited all day. I was outside my home waiting for the delivery truci around 3 pm and missed the phone call from the the delivery guy. I NEVER SAW A DELIVERY NOR DID THEY RING MY DOORBELL BECAUSE IF THEY DID THEY WOULD HAVE WALKED RIGHT BY ME!!!!>

I called the missed called number 13 minutes after the call and was told the driver was in Brooklyn. Which was unbelievable. I then had my fiancee call the store and Speak to [redacted] he stated we missed the delivery so we have to pay $ 100.00 dollars and he cant reschedule another delivery until Tuesday August ** because Jennifer Convertibels system does not allow a change of delivery until 48 hours after a missed delivery. My fiancee and I was generally upset about this situation. While speaking with [redacted] he HUNG UP the phone. I stated ok we will call on Tuesday. My fiancee called and spoke with the original [redacted] and he stated deliveries can only be made on Tues, Thurs or Sunday in queens. She stated Sunday would be fine - but can please note on the delivery ticket TO RING THE DOOR BELL so that there will not be any issues. He Laughed and stated answer your phone. I find that very unprofessional, despicable and horrible behavior from a salesman. All of this occured after he recieved my cash payment of the amount of $ 575.46. We were given a 50% discount because the original loveseat that was ordered and delivered previously starting tearing. We were told it was a leather loveseat and it wasnt.

I very upset because at this point I wanted to cancel the order because I am the mercy of Jeniifer Convertibles and was told I would have to pay a 30% restock fee for cancellation.

I really want the Gilroy Loveseat but the hassle I have been put through is extremely stressful.. The employees of Jennifer convertibles should have empathy and consideration for its customer's not treat them with dishonor and total disrespect. All for a commission.Desired Settlement: Refund for the delivery amount that will be assessed to the account at the time of delivery

Business

Response:

Review: We purchased two sofa beds earlier this year. In October we submitted repair/replacement of one of the sofa beds bent frame. JC sent a subcontractor out to repair it . The contractor needed to order the part we were not told that the part was coming from overseas until today. The only way I knew that I asked where the warehouse was located and where was the part coming from.

The deceptive tactics that JC customer service uses is unreasonable. They sent out a letter on October [redacted] 2014, saying that the part has been ordered. We have called, written letters to follow up on the progress of the repair and not once did they say that my part was coming from overseas. They sent a letter that said 4/6 weeks for domestically produced and imports it could take 10/12 Weeks. Each time that we corresponded with customer service we weren't informed that my part had to come from overseas today was the first time I was told that my part was an import item.Desired Settlement: We would like a replacement it doesn't have to be like the one we have it should be the same size. JC has a warehouse in [redacted] and I am in [redacted] less than ** miles away. Whatever they have in stock Xmas is coming and we have family coming starting the [redacted] of December. In the event that it cannot be resolved with repair/replacement by that date I will seek resolution of this matter via the court system/Revdex.com. It took them short time to deliver brand new if I need to wait 10/12 weeks this would mean we haven't had use of the sofa when we ordered it from the date of purchase/date of delivery/date of repair for a approximately 5 month.

ThanknYou

for your prompt resolution in this manner

Business

Response:

Sales Order # [redacted]The customer was serviced to completion on 12/**/2014. Weapologize for the delay and inconvenience caused this customer.

Review: July **, 2014To Whom It May Concern:On October [redacted], 2012, most of my home and three cars were destroyed by Hurricane Sandy. Our lives were in complete disarray, and we needed to replace many items to make our house a home again.Having purchased from Jennifer Convertible before and being quite satisfied, my husband and I decided to order a sofa from the store in [redacted]. We sat on many sofas and chose the one we purchased because it was very comfortable. The seats and back of the sofa were very firm, and the designs on both pillows were in sync with the other. On December *, 2012, my husband and I purchased a Malibu Queen Sleeper with innerspring mattress and built-in air mattress, in glove soft chocolate, Grade 251, Vendor KF1, from [redacted], Design Consultant [redacted], Order # [redacted]. $1236.96 was charged to my American Express card. A few weeks later, [redacted] contacted me to inform me that the color we had ordered was discontinued and that we should come in and choose another color. If we were apprised prior to the purchase that the color we selected was not available, we would never have purchased the sofa. But, weeks had passed, and we desperately needed one.Said sofa was delivered on February *, 2013, wherein I immediately opened a complaint about the stuffing in the pillows. The pillows were soggy, not firm, like they were in the store. The stuffing was not uniform in the back cushions, making the pattern on the back uneven and peculiar looking. There was also a tear in the leather. I was advised that their independent technician was going to come and repair them. My initial request was to return the sofa, but they were not obliging.On March [redacted], 2013, a repair person came to my house. He sewed the sofa where it was torn. It looks all right not great.On May [redacted], 2013, an inspector from Jennifer Convertible came to my home. He inspected the sofa and ordered stuffing which he said would be delivered via UPS.On May [redacted], 2013, I called Jennifer Convertible to ascertain whether or not a report was made and entered into the system.On May [redacted], 2013, I called regarding the stuffing delivery via UPS.I contacted Customer Service on July *, 2013 at 11:40 AM and was apprised that the repair man was to arrive between 6:00 8:00 PM. He arrived at 7:30, wherein he re-stuffed the pillows with the same material it was stuffed with before. He informed me that the pillows were stuffed with feathers, which was not consistent with this type of furniture. He said that he will order new stuffing, but it will happen again.I spoke to [redacted] and was advised that someone would contact me within five days. On July [redacted], 2013, the serviceman advised us to purchase foam or use a pillow to stuff the backs of the sofa. I was quite dissatisfied with this service and requested a second opinion. The sofa was unacceptable.On July [redacted], 2013, I spoke to [redacted] and scheduled an appointment for July **, 2013.On July **, 2013, I spoke with [redacted] again. I was advised that service would arrive between 2:00 6:00 for inspection only. [redacted] inspected the pillows.On August [redacted], 2013, I was advised that someone would call me to schedule an appointment to re-stuff the pillows again.On August [redacted], 2013, the repair man was scheduled to come back and do the repairs, wherein he was told to wrap the cores with [redacted].On August [redacted], 2013, I spoke with [redacted]. I was advised that [redacted] or someone was to come between 12:00 5:00 PM to service the pillows.Service Agreement # [redacted]In my Worry-free Guarantee, the important information states: With your cooperation, all covered repairs will be made up to manufacturers standards within 60 days of your initial complaint or you will have the option of discontinuing service, receiving an exchange or returning the furniture for a full refund. You may relinquish your rights for inspection, in home repair, replacement or refund if payment is stopped in any way. Under Manufacturer Quality Issues, the loss of foam and/or innerspring resiliency, including body impressions, damage resulting from defects in design, materials or workmanship, except for damage specifically listed in the WHAT IS COVERED section.I contacted Jennifer Convertible Customer Service numerous times. I was provided with [redacted]s telephone number, and I attempted to contact her many times and left her a few messages. On July [redacted], 2014, I made a second on-line complaint to no avail. A week prior, I made my initial complaint.I spoke with [redacted] today, and she informed me that my sofa is no longer under warranty and that the Service Agreement I paid for does not cover this issue, the same issue I had when the sofa was initially delivered. I requested to speak to an individual who is above her in status, but she informed me that there was no person.I apologize for rambling, but I felt compelled to explain my plight to you in full so that you may understand what I had and have been going through since the delivery of the sofa. We suffered greatly since the storm, and this issue only made life more cumbersome, frustrating and upsetting.Please do something to help us. We did everything we could. We didnt wish to contact the Revdex.com, Small Claims Court, etc. We just want our sofa to be up to par, the way we purchased it in the store.If you should require any further information, please do not hesitate to contact me at ###-###-#### home, ###-###-#### cell.Thank you for your anticipated consideration and cooperation.Respectfully,[redacted]Desired Settlement: I would like the sofa I ordered, one that was firm and stuffed as appropriate. The one I have is a mess. It was serviced several times, but nothing they do helps the issue. If one stuffs with feathers and continues to stuff with feathers, there is no way the sofa backs could be firm.I was very patient. They always informed me that the sofa will be taken care of, but it wasn't. It doesn't look like a good piece of furniture. I could have purchased a better product from [redacted]'s.

Business

Response:

Sales Order # [redacted]

The customer’s furniture is no longer covered by the factory

warranty. As a courtesy we have agreed to customize the customer’s furniture (Back

Cores). This is outside the normal scope for factory authorized service. A

release in regards to this agreement is being mailed to the customer for

signature. Components will be ordered upon return of the signed document.