Jennifer Convertibles

Review: I ordered a bedroom set and a dining room set on 3/**/2014 from a representative named [redacted] at the stores location in person. I ordered and was charged for a Queen memory foam gel model i1400 @ $1,699.99. I was told and it is written on my receipt that the furniture would be delivered in two to four weeks. A month went by and I called the store three times to follow up on a delivery date. [redacted] said the bedroom set and mattress had been ready for delivery for quite some time now but he was waiting on the table in order to schedule one delivery so I would only get charged one delivery fee. An additional two weeks went by, I again had to contact the store myself since no one was contacting me and inquire about my purchase. I was given the same explanation but this time complained. [redacted] made no attempt in resolving the issue. He said they were still waiting on the table. I asked if they would just send the bedroom set and mattress since I was sleeping on the floor and would they waive the delivery fee on the table. He said he couldn't do that. fINE. tHE FOLLOWING DAY HE CALLED ME TO TELL ME THEY WOUD deliver the bed and table separately and waive the delivery fee for the table. Fine. My bedroom set and mattress was scheduled to be delivered on Tuesday 3/**/2014 a month and a half after purchase. On Monday 3/**/2014 I received a text message from [redacted] stating he had great news. He upgraded my mattress to an i1400 and discounted my entire bill by $300.00. I was confused and lost my receipt so [redacted] forwarded me a copy of the receipt. I have several text messages that portray his deceiving and conniving tactics. [redacted] lied to me and told me THE MATTRESS COMPANY UPGRADED THEIR COVERS BUT THE MATTRESS REMAINED THE SAME So instead of charging me an additional $300 he just discounted it by 300 since the table was so late and their was a change in the mattress. He said they only changed the numbers on the mattress and I would be getting a higher quality mattress for a cheaper price. I wasn't ok with the way the message was written and I have them all saved as proof of his deceitful ways. When the furniture was delivered on 3/**/2014 I was given a mattress I did not order, I was delivered the i1200 contrary to [redacted]'s lies. When I told [redacted] this in a message he replied the mattress is really an i1400 and it just says i1200 because its a different cover. He is lying. Also I paid $1,699.99 for an i1400, received an i1200 without my authorization, [redacted] said he discounted my bill by $300 because of their lack of service and all he did was reduce the price because I was getting a cheaper mattress, ONE I DID NOT ORDER. I have a store receipt with one price and a delivery receipt of another and several text messages that show his LIES!! He adjusted my bill by a reduction of $300 without my permission and did not reduce the TAX EITHER! This is unethical! I am 82 year old Army veteran! I do not expect this disservice. When the bed was delivered and set up I took one seat on it and the bottom COLLAPSED! I am disgusted with Jennifer Convertibles and will never ever shop their againand will advise anyone I come across to never ever shop there!Desired Settlement: I want my entire balance credited back on my card ($5,698.41), I want my $200 cash deposit back and I want all of the furniture picked up ASAP! I want nothing to do with them! [redacted] is a liar and I would like to know how many other people, elderly veterans he has deceived. Please look into it.

Business

Response:

Sales Order # [redacted]

The [redacted] for our [redacted] showrooms has been in contact

with the customer and will bring the customer’s issues to closure in the next

few days. We apologize for any inconvenience caused this customer.

Consumer

Response:

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

my recent conversation

with [redacted] of Jennifer Convertible’s Corporate Office ###-###-####

ext. [redacted]. [redacted] agreed to have all of the furniture that was delivered approximately

two months after the purchase, to [redacted]

picked up by the company on Tuesday, June **, 2014. She also agreed to refund

my entire cash deposit of $200.00 via check and have my [redacted] account

[redacted] balance of $4,018.24 credited back to a $0 balance. Please

be advised that I have two witnesses that will attest to this conversation. Both

witnesses are prepared to provide sworn statements when required.

As of June

**, 2014, Jennifer Convertibles has only partially complied with their

agreement. The furniture, including the incorrect merchandise that was

delivered, was picked up on June **, 2014 at approximately 4:30 p.m. The

deliverymen refused to provide me with a copy of the retrieval receipt as they

did with the delivery receipt. Therefore, I was left with no other option but

to take a photo of it. A copy has been enclosed for your records.

Per my

telephone conversation with [redacted] of [redacted] ###-###-####, an

official dispute has been created. She advised that it can take up to two

billing cycles in order for the account to be fully credited, as promised by

[redacted] of Jennifer Convertibles. [redacted] of GE ensured that all late

fees applied would be resolved by GE and this account will not be reported to

any credit bureaus.

That

being said, I am awaiting a complete refund of my $200.00 cash deposit and a

complete resolution between Jennifer Convertibles and [redacted]

regarding my account listed above. I have re-opened my complaint with the

Revdex.com for this reason – Complaint

ID: [redacted]

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:

I will close out the complaint once the full refund is received. As of 6/**/2014 no refund has been made by the company nor has any contact with regards to the timing of the refund has been communicated.

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

Sincerely,

Business

Response:

The furniture returned to our distribution center on 6/** and a check refund was mailed to the customer on 6/**/14.

Review: On 5/** I was delivered couch from jennifer convertibles. Their delivery men were also supposed to put it together. They informed me that the couch did not come with the correct parts to put it together and they would have to come back another time. They said one week at the most. So at this point began the back and forth trying to speak to people at jennifer convertibles.. The communication on their part between store level and corporate is unbelievable. After a few weeks they kept giving me wild and ridiculous reasons as to why they couldn't get a few simple parts shipped to my house. Eventually I got in touch with the company that sends the parts by my own work, They finally on 7/* or 7/* the correct parts were sent only after the first pack was still missing some. So now I have been waiting to hear back from jennifer convertibles about them comming to put together my couch that is sitting on the floor left unprotected by them (I ended up wrappign it up myself once I realized what an ordeal it had became). I have still not been contacted and I feel as if they completely do not care about my situation at all.Desired Settlement: I want a new couch shipped to me in exchange for this one. I feel the integrity of the couch has been compromised from sitting in such an awkward position for over 6 weeks. The leather in the pillow has creases already and they havent been used.

Business

Response:

Sales Order # [redacted]

The service department shows no record of being contacted to

arrange for installation of the leg hardware the customer received from the

factory. I have entered a service request on the customer’s behalf. The tech

company will contact the customer in the next 5 days to schedule a service

date. I have also asked them to check the frame of the sofa for any ill effects

from not having the legs attached at delivery. We apologize for the oversight.

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 the very unprofessional installers came the first time and informed me that that proper parts were not delivered along with the couch, The left the two couch parts leaning VERTICALLY on my living room wall. As well as the pillows for the couch which were left in positions that caused major creases on both pillows that are essential to the couch's design. The company that you work with assured me you were informed about me receiving the parts. I Just moved to Los Angeles and I have a bad back and am currently in physical therapy therefore I could not move those couches into a better position, As well as the Fact that I did not in my wildest dreams think that it would take three different deliveries and over a months time to get a few simple parts shipped to my apartment.

[Your Answer Here]

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

Sincerely,

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.

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: I purchased two sofa's from Jennifer Convertibles in February 2014 and both sofa's have issues. I called in the beginning of December and service was scheduled through a third party provider. [redacted] came out and said it would take at least 4 and 1/2 hours to service. Then on 12/** another service technician came out supposedly to fix it and he said they did not give him enough time and no parts as this sofa was dropped and would need to be completely rebuilt. So he needed to put in another work order. He also just put a screw in the leg that was broke. Is that really fixing it? I called Jennifer Convertibles back this morning and he said they put in another work order and I should hear from them within 7 more days. The technician told me to put books under my sofa to get me through the holidays. I am so frustrated with this service and feel like they are just buying time to get past the 1 year warranty. Prior to purchasing this furniture I have had 2 other living room sets one from Fr-akin Bros and Seamen furniture and both lasted 15 years and the only reason I got new was for fabric change there was nothing wrong structurally .Desired Settlement: I would just like these sofa's to be either replaced or repaired to at least last me longer then 9 months. Also, if they come and repair them that the warranty will be extended.

Business

Response:

Sales Order # [redacted]Service was completed on one of two sofas on 12/**. Theservice found more damage than originally reported on, requiring additionaltime to complete service on the 2nd sofa. The additional time hasbeen authorized and the customer is currently scheduled to have their service workcompleted on 1/**/2015. We apologize for any delay or inconvenience caused thiscustomer.

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 feel this is just a stall tactic just waiting for the manufacture warranty to expire. As I have been getting the run around for a month. No one ever calls me back I have to call them every morning. Do you honestly think four screws in the wood is going to fix the broken frame. I was told by the first technician that the is line furniture very cheaply made. Nice fabric but poor quality. 3 legs on the front of the sofa's and only 2 in the back? Also, I was told that my sofa look like it was dropped from the truck during delivery that is why the whole side was crushed. And then it made the back weak. I was told to set it on books for the holidays. Now, this does not sound like a company who cares wether I am satisfied with my purchase. The manufacturer is Ashley furniture and my husband tried to contact them and there was no reply

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

Sincerely,v

Review: I purchased a sectional couch from Jennifer Convertibles and after 1 week of use the coach was falling apart. All seams on cushions were ripping and I was told this type of damage would be covered, this is also stated in my warranty.

After calling customer service I made an appointment for 12/**. On 12/** no one showed or called and after I called customer service to complain I was hung up on. I was told prior to be hung up on that they were to busy to handle these type of requests. I would like either have my couch repaired or be giving the option to return it.Desired Settlement: I would like either have my couch repaired or be giving the option to return it.

Business

Response:

Sales Order # [redacted]The customer’s furniture has a one year warranty and will beserviced under that warranty for any manufacturer defects. A service company hasscheduled a service visit with the customer for January [redacted].

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 3/** I visited the Jennifer Convertibles store in [redacted]'s [redacted]. I worked with the [redacted] on making the purchase. I was deciding between two sofas and asked about availability and whether delivery could be made by 4/*/2015. One was unavailable, one was available. I purchased the sofa that was available for delivery and [redacted] confirmed (1) the sofa was in stock and (2) would be delivered on 4/*/2015. I received a phone call from an associate (not [redacted]) on 3/**/2015 indicating that they didn't actually have the sofa in stock and it would be unavailable for delivery on 4/* as promised. The associate offered no other solutions. A call to the regional manager went unanswered. Because of the poor customer service, I canceled my order.Desired Settlement: The purchase was made on the specific promise that the sofa would be delivered before 4/*. At the last minute, the store backs off its promise to deliver and leaves me holding the bag and in need of making alternative arrangements. An apology from the [redacted] would be appreciated as well as posting of a negative customer experience whether detailed in full or in part.

Business

Response:

Sales Order # [redacted]Unfortunately the manufacturer did not meet their previouslyagreed to shipping schedule of this model. The delay was unavoidable and we apologizefor the inconvenience. The sale has since been cancelled and a full refund wasissued to the customer’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: Ordered Leather Bransen Recliner living room set on 9/**/15 and it was delivered on 10/**/15. The set included chair, love seat, and sleeper sofa (which took 2-3 weeks to order. I was told at the time I choose set that it came standard with memory foam mattress. When set was delivered, I saw that it had a sub-standard Jennopedic mattress. I immediately told the delivery person who called his dispatch Julio. Julio stated that this was what was ordered, and I had to call the store. I immediately called the store and spoke to Manager John P[redacted]. Mr. P[redacted] agreed that memory foam was standard for the set and they would had to bring back/exchange mattress. Within in a few minutes after the delivery person called back dispatch to see if the Jennopedic mattress approval to bring back mattress at that time, the dispatcher stated that he had spoke to manager and that I would have to pay an additional $300.00. I again called back the store and spoke again to Manager John P[redacted], who seemed agitated, stated that he made a mistake that it was another cheaper bonded leather sofabed that came with the upgraded mattress. He also went on to state that I had the much better set, in a sarcastic way. I explained to him why would I buy a sofabed for twice as much to get a cheap sub-standard mattress. Mr. P[redacted] stated that I should talk to the salesman Mike S[redacted], who was not there. He stated that the salesman probably made a mistake by telling me this because the other sofa, also a brown leather(bonded) was actually the sofa with the upgraded mattress. I asked him was he or not the manager that I needed to speak to because if the salesman made a mistake as he stated he also did why should I the consumer suffer, at which time he replied that he was very busy and that if I was not satisfied that I should send the set back and I would be charged a restocking. He also stated very nasty that if I did not have the salesman put the type of mattress on my receipt than I had to pay the additional cost!!!! Than to add insult to injury Mr. P[redacted] responded to my asking whether it was the practice of putting what was "standard" on the receipt in detail, he stated "[redacted] I am paying $2787.62 to get this type of treatment? I was also told that the restocking fee was 30% of the cost of set. The set is still in my apt in NY. The delivery address is [redacted] Also after the delivery guys left I also notice that the backs of the recliners which have to be fitted in does not go in the way it suppose to and you can see the white lining in the space which is not flush with the arms. The reclining mechanism on the side of chair and loveseat is so flimsy, I fair it will break off. I have high blood pressure, just recently had back spinal fusion surgery, I had to take a few days to get my pressure down before writing this complaint. I would like them to honor that I get the mattress the salesperson said I would get and to come out to either check/reassemble the recliner seat backs so you can not see the white liners or take the set back. I am not hard to deal with, but I have never been treated like this ever!!!! Their practices border on fraud. No regard for the consumer. I am hoping to settle this peacefully. My first inclination was to go to the news. I have pictures of the seat backs as well.Desired Settlement: Send correct mattress, and fix recliner backs so that white liners do not show. If this can not be done, I would like to return set for a full refund.

Business

Response:

Sales Order # [redacted] Although the customer’s purchase did not include a memory

foam sofa bed mattress I am arranging for one to be delivered to the customer.

The service company will also address any concerns the customer has during the

same 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:

The reason I am rejecting is because the issues have not been taken care of as yet. They have called me from the store and the headquarters. The store Manager is attempting to charge a fee and the headquarters is stating they are giving me the mattress. I am hoping that the headquarters response is the correct one since I talked with them last!!!! My appointment is on 11/**/15 and I would like to make sure they abide by their word. The other matter is the repair of the furniture. How do you repair something that is brand new and never been used? I addressed this concern with them and they assured me that this would not be a repair, and this was a minor cosmetic fix be cause the back of the reclining chairs has a draping that is not properly affixed to the Velcro at the bottom of the chair. When everything is done than I can accept at that time that the complaint has been resolved. So at this time I am respectfully requesting some additional time before the complaint is closed until all issues have been resolved.

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

Sincerely,

Business

Response:

Sales Order # [redacted]As previously indicted I have arranged for a service tech to

contact the customer to deliver a memory foam mattress and at the same time

address any service related issues with the furniture.

Review: ON JAUNARY *, 2013 I PURCHASE A SECTIONAL AND OTTOMAN FROM JENNIFER CONVERTIBLES IN COLUMBIA, MD ONCE THE FURNITURE WAS SET UP I NOTICED THE FURNITURE WAS DAMAGED. I INFORMED THE DELIVERY GUYS AND THEY TOLD ME TO CONTACT JENNIFER CONVERTIBLES HEADQUARTERS. I CONTACTED HEADQUARTERS AND A SERVICE TECHNICIAN WAS SCHEDULED. ONCE THE SERVICE TECHNICIAN INVESTIGATED MY FURNUTURE HE STATED IT WAS USED AND DAMAGED. HE TOLD ME TO CONTACT JENNIFER CONVERTIBLES AGAIN AND INFORMED THEM THIS SET IS DAMAGED AND USED. JENNIFER CONVERTIBLES CORPORATE OFFICE SENT OUT THE SAME TECHNICIAN AGAIN TO CHANGE THE DUST COVERS, AND REALIGN THE LEG ON THE OTTOMAN. THE TECHNICIAN NOTICE THE OTTOMAN LEG WAS NOT LINED UP CORRECTLY AND COULDNT RE-ALIGN IT CORRECTLY. HE TURN THE SOFA OVER AND NOTICE MATERIAL HANGING FROM THE SET WITH NUMEROUS STAPLES ONE COULDNT COUNT. HE ALSO NOTICE THE METAL INSIDE THE LEATHER WAS DENTED UP BADLY. THESE ARE ALL THE DAMAGES I EXPLAINED TO JENNIFER CONVERTIBLES CORPORTAE OFFICE. THE TECH INFORMED ME JENNIFER WILLNT REPLACE ANY FURNITURE, THEY ARE VERY DIFFICULT TO DO BUSINESS WITH. I CALLED BACK AND ANOTHER APPOINTMENT WAS SCHEDULE WITH A DIFFERENT TECH. ONCE THE TECHNICIAN CAME OVER HE SHOWED ME A WORK ORDER WHICH SAID TABLE NOT OTTOMAN I EXPLAIN TO THE TECHNICIAN I HAVE AN OTTOMAN NOT A TABLE. THE TECHNICIAN COULDNT REPLACE THE DAMAGED FURNITURE HE TOOK PICTURES AND I WROTE A NOT ON THE WORK ORDER REQUESTING A NEW SET. I RECEIVED A LETTER FROM JENNIFER CONVERTIBLES STATING THEY WASNT REPLACING THE SET. I CALLED JENNIFER CONVERTIBLES EVERY WEEK REQUESTING A NEW SET AND NO RESOLUTION. I KEEP A HAVE RECORD LOGGED. I SPOKE WITH THE SUPERVISOR IN THE CLAIM DEPARTMENT [redacted] AND SHE WAS INFORMED OF THE SITUATION BUT HAVENT RECEIVED RESOLUTION. I LEFT SEVERAL MESSAGES AND STILL NO RESPONED. I HAVE DAMAGED FURNITURE IN MY LIVING ROOM AND NO ONE IS WILLING TO HELP ME RESOLVE THIS MAJOR PROBLEM. THIS HAS CAUSED STRESS, AND HEADACHES THE FURNITURE I PURCHASED IS DAMAGED THE COMPANY FAILED TO HONOR THEIR POLICY REGARDING REFUND, EXCHANGE OR CREDIT WITHIN LESS THAN 30 DAYS.Desired Settlement: IAM REQUESTING A NEW SET

Business

Response:

Sales Order # [redacted]

The customer had previously stopped the technician in his home from servicing the furniture. The call center director spoke with the customer on 8/*/13 and he is now accepting service. The furniture is under warranty and we reserve the right service the furniture under that warranty.

Consumer

Response:

[redacted]:

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 Convertiable

Review: I purchased 2 love seats from Jennifer Convertibles on July [redacted] 2013,after a couple of weeks I noticed the piping on the arms was shrinking back.I went back to the store to inform them and they literally washed their hands of it saying I should take the matter up with their customer service department.So I sent an e-mail to them and they said they would send someone out to look at it.3 weeks later a man called to the house took photographs of the arms and said I would hear from them within 3 days.Meanwhile When I lifted the seat cushions I saw that the wooden frame of the seats were exposed and staples sticking out(their man didnt lift any cushions during his visit).I took further photographs and sent them to Jennifers and recieved a letter 3 days latter saying that their man said "the shrinkage of the piping was a characteristic of this model"and there was nothing wrong with it and wished us many happy years of use.I telephoned customer service again and said what about the exposed wooden frame and staples sticking out,so they said they would send someone else.2 weeks later another man came and took photos and I showed him the exposed frames and he told me he also did assesments for Bobs furniture and if it was Bobs they would have swapped it out straight away.He said we would hear something within 72 hours.A week went by and no correspondance or e-mail from them.Yet again I telephoned and was told the new photos of the exposed frames would be looked at and they would get back to me the same day.A week has gone past and still no reply from Jennifer Convertibles.I sent them a final e-mail saying enough was enough and I was seeking professional help.I am at my wits end as what to do.Desired Settlement: I would like a complete refund from Jennifers

Business

Response:

Review: Please HELP!!! BAIT AND SWITCH! My daughter, [redacted], is filing this complaint on my behalf. When I purchased my living room furniture: sofa bed, arm chair and ottoman, I purchased LEATHER! The original pieces were delivered damaged so they were returned. I had to pay for a NEW Life time Guarantee. (WHY, WHEN I HAD ALREADY PAID!!???) When it was finally delivered, it was unbeknownst to me, switched FROM LEATHER to VINYL. I had their Repair Service come fix damages throughout this time and yet I was unaware my furniture was vinyl. My family never questioned it because I never mentioned it. [redacted] called JC on March *, 2013 and spoke with [redacted] at ###-###-####, because these pieces of furniture are cracking and peeling. [redacted] reviewed my receipt which clearly states "LEATHER".[redacted] was told, vinyl wasn't covered for peeling, however to take pictures and email them to Jennifer Convertibles with all damages. Then I was forced to move from my apartment very shortly after the telephone conversation. In the chaos of my move, I lost the paperwork and I was unable to follow up. When I found my paperwork, [redacted] followed up. Since then [redacted] has been corresponding with JC via email. EMAIL FROM [redacted] TO JC 10/**/13: I spoke with [redacted] at ###-###-#### and she said that out of courtesy, she will be sending the pieces to repair out to my moms via UPS.....My concern is that although I appreciate it, the outcome is that SHE IS NOT GETTING THE LEATHER SHE PAID FOR. I don't want to repeat myself but my mom lives alone and speaks Spanish. She was told the furniture she purchased was "LEATHER" as indicated clearly on the receipt. In addition, she has absolutely NO PETS WHAT SO EVER. These pieces are in really bad shape for being a little over 3 years old to an elderly woman who lives alone with no pets nor little children. I own leather furniture that is decades old and I have never had an issue.I do not want trouble, I am a reasonable,intelligent well educated consumer. My mother was a victim of fraud.Desired Settlement: My mother, [redacted], wants the original pieces she paid in full, IN LEATHER, NOT VINYL. I have all the email correspondence & from this company, including pictures of the pieces.This company has taken full advantage of a senior citizen.The last email offered her a 50% discount on her next purchase. My mother, [redacted] lives on a very FIXED INCOME. It took her a couple of years to save her money in order to purchase her LEATHER LIVING ROOM SET. Her purchase order # is [redacted].

Business

Response:

Sales Order # [redacted]

Although the customer’s furniture is over 3 1/2 years old

and out of warranty for peeling we attempted, as a courtesy, to order parts

from the manufacturer. Unfortunately the model is no longer in production,

making parts no longer available. I will have a claims supervisor call the

customer and see if there is anything else we can offer this customer in lieu

of 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 apologize for not responding earlier to the email. I would like to re open my mothers case. Nothing has been resolved in this matter. Kindly let me know how to go about to reinstate her complaint.

Review: I placed an order for a sectional and dining room set on February **, 2014. I was contacted the first week of March saying that my whole order was ready for delivery and to have the remaining full balance COD. I found out the day before my scheduled delivery date (of 3/*/14) at 5pm (via automated message) that my whole order wasnt coming. I called the store to find out what was going on with my order. I spoke to a female who couldnt explain to me what happened with my order and when can I expect my dining room set. I was told that I had to wait for the [redacted] to come back from vacation the following week to see what happened to my order. She said that the dining room set order was put in on 3/*/2014 and she doesnt know why. I told her thats not acceptable its her job to find out why. She told me she would send an email to someone and give me a call back. Its a week later and Im still waiting for that call back. I called back this week Monday morning and spoke to a gentleman whom like the female didnt know anything and was told I had to wait for the [redacted] to come back from vacation. I asked to speak to a higher authority and was given a number for the General Manager, [redacted] that never answers his phone or voicemails. Ive been calling ever since 3/*/14 up until today 3/**/14 for some answers to what happened and when can I expect my dining room set. I was told that it may take another 3-4 weeks they dont have any idea. This is disgusting customer service.Desired Settlement: I WOULD LIKE AN EXPLATNATION AS TO WHY I WAS NEVER TOLD ABOUT ANY DELAYS IN THE PROCESSING OF MY ORDER AND PARTIAL COMPENSATION .I want my dining room RUSHED out TODAY on a PRIORITY delivery ASAP or they can come back and pick up their Sectional Sofa and ISSUE ME A FULL REFUND including delivery FEES AND I WILL NOT BE PAYING A RESTOCK FEE!!!

Business

Response:

Sales Order # [redacted]

The customer was contacted. We apologized for the delay. In

consideration for the inconvenience the customer was offered and accepted a 10%

discount off the price of the dinette set.

Review: I have purchased a sofa and love-seat and the store does not want to delivery the product to my house although I paid $150 for the delivery.Sales person [redacted] was very unprofessional, abusive and not knowledgeable about her job. They tried to take advantage of me on delivery cost by trying to have me pay for delivery by piece of furniture, which I did not agree; then it was days of negotiations with [redacted] about final cost of delivery and [redacted] have agreed to $150 for delivery and no TAX paid because the furniture will go Pennsylvania. At the time of purchase [redacted](salesperson) tried to break this contract by trying to charge me a tax which I refuse to pay. It is been a week later and the [redacted] does not want to delivery the product for us. My husband was told by the manger that I am forbidden to come again to the store to resolve the problem. They have accepted payment in full on Amex credit card and week later they're refusing to deliver because I told [redacted] that I will file complaint with Revdex.com against the store due to unprofessional sales practices. We expect to the sale to be honored and product to be delivery as originally agreed on July ** 2014. I have not heard in my entire life that me being a "customer" I am forbidden to go the store and shop for product, pay for product and then be refused to deliver.Desired Settlement: I want my product to be deliver as promised on July ** 2014....

Business

Response:

Sales Order # [redacted]

An altercation occurred in the showroom that caused the

salesperson to file a police report. It was felt that it was best to cancel the

completion and delivery of this purchase. The customer was contacted to obtain

the Amex credit card number to process the refund. The customer refused to

provide the number. All we have is the last 4 digits as NY State law does not

allow us retain the full credit card number in our systems.

Review: I ordered a couch from this Jennifer Convertibles store in [redacted] by a phone order. I was told there would be a $99 delivery charge, which was appropriately listed on the electronic receipt that I received by email. Upon delivery of the couch, the delivery men added a $30 extra fee that I was not told about and was not listed on my electronic receipt. The delivery men said that the extra $30 was included because the delivery address was a walk-up apartment. They told the person who was in the apartment and accepted the delivery that she could either pay the extra $30 or carry the couch herself up the four flights (she is about 5 ft 4 inches and weighs about 100 pounds). OF course she paid them not knowing otherwise and with no choice. When I called the store and spoke to the [redacted] to protest the extra fee, he said that the extra fee was on HIS receipt in his store. He admitted that it was not on any receipt that I ever saw and I was not verbally told about an extra fee. The couch and delivery fee were fully paid by my credit card one week in advance of the delivery. However he steadfastly refused to reimburse me for this extra cost of which I was completely unaware. I think this is fraudulent and unethical. His claim that it was on HIS receipt is irrelevant - if that were relevant then one could go another step and say that he could have charged $500 extra and had me pay it, saying that it was on HIS receipt. That clearly would have been quite wrong!Desired Settlement: I request full refund of the extra $30. This is a matter of principle. It is unethical to add extra delivery charges that were not included on the receipt which was given to me electronically after I fully paid all the charges, including a $99 delivery charge.

Business

Response:

Sales Order # [redacted]

Two different supervisors have attempted to contact this

customer in an attempt to assist with her complaint. Messages have been left.

There has been no response to date.

Review: I purchased a couch in August of 2015. The couch is literally falling apart, the cushions are flat the leather is ripping and when I call customer service they send us the wrong replacement cushions and refuse to come to help fix the couch because all pieces must be in yet the wrong pieces are always sent. Not to mention last time the technician came to fix the couch he forgot a piece and therefore the couch ripped because of his neglect.Desired Settlement: I would like a new couch. all pieces on the couch are broken. The couch is brand new. it is less than 1 year old and we paid 1,600.00 in cash for this piece of junk, the staff is rude and hangs up on me everytime I call.

Business

Response:

Sales Order # [redacted] The customer’s furniture is under warranty and we reserve the right to service the furniture under that warranty. An additional seat core was ordered for the customer and will be installed by a service company upon receipt from the manufacturer.

Consumer

Response:

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

[Your Answer Here]

if my couch is still under warranty then why dosent the company fix my couch. There repair company is sub company and when they come to look at the problem or Come to fx the problem they always tell me that they don't have the right parts and leave without doing anything

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

Sincerely,

Business

Response:

Sales Order # [redacted] As noted in our previous response, the seat core needed is on order and service will be completed upon receipt.

Review: I bought a sofa-bed that is not up to the manufactures standards. There is a problem with the cushions of the sofa. I complained to them and they sent a technician who agreed with me, but then I received a letter from [redacted] Convertibles saying that sofa did not have any problems, so I reopened the complaint with and 2 technicians were sent , and they also agreed we both the 1st technician and myself regarding problems with sofa.I decided to return the item, following one of the options they have under their Guarantee, but they do not want to allow me to do so, in other words they are not honoring their contract with clearly states: With your cooperation, all repairs will be made up to manufacturers standards within 60 of your notification (120 day for imported furniture) or you will have the option of continuing service, receiving an exchange or returning the furniture for a FULL REFUND.This email is to follow up on the recent in-home service I received and the call I made to your Customer Service Center.On May **, after the second in-home visit of the technicians you sent, I called to report that I did not want the item to be repaired any longer. I just wanted to return the sofa-bed that I purchased on 01/**/13.I think I should not have to go through all the hassles that your company is putting me through since I called to report the problem and I requested your repair services.After just 2-3 months of receiving the Sofa-bed, and when I first called to report the issue, I had to wait for several weeks for you just to send a technician. During his in-home service visit, this technician that was authorized and sent by you, stated to me that in fact it was a problem with the sofa bed, and that I would be receiving a follow up letter informing me about the procedures to correct the problem. Imagine how surprise I was when I received the letter dated on May *, 2013 reporting that there was no problem.Once again, after my second claim, I had to wait too long for the 2nd in-home service visit. Your customer service representative gave me the telephone number for me to call directly to the authorize service technician and schedule the appointment. These 2 technicians that came to my house as the first one agreed that the item had problems and needed to be repaired.Why should I have to receive an item that is not up to the manufacturers standards?Why should I have to wait another 4-6 weeks for the components to arrive and then schedule another in-home visit to repair the item?How can I be sure these components will take care of problem?I spent a high amount of money to acquire an Item that should have had high quality and should have been free of worries and defects since the beginning.Why I cannot just return the item? Why should I just have to give you the opportunity to repair the item as your employee in customer service replied to me when I called? She said that the contract states that I HAVE to give you this opportunity when it is not true.On the [redacted] WorryFree Guarantee contract, and under the important information paragraph states: With your cooperation, all covered repairs will be made up to manufactures standards within 60 days of your initial complain, or you will have the option of continuing service, receiving an exchange, or returning furniture for a fund refund.Please, once again, I selected the option to take the full refund. I want you to pick up the sofa-bed from my house located at [redacted] as soon as possible since I dont want to deal with this problem any longer.Thank you [redacted]Desired Settlement: I want a full refund for the amount of $ 868.97 for the defective sofa-bed, and I want [redacted] Convertibles to pick up the sofa-bed from my house located at [redacted] as soon as possible since I dont want to deal with this problem any longer.

Business

Response:

Review: we purchased a jennifer convertible leather sofa in feb 2009 and over the past 7-8 months the leather and the lining has peeled and ripped. the sofa is less than 5 years ago. it was purchased at [redacted]Desired Settlement: I dont believe the sofa can be repaired - I would prefer a refund

Business

Response:

Sales Order # [redacted]

Although the customer’s furniture is no longer covered by any warranties we have left a message to call us to see if there is something we can offer to this customer as a courtesy. A voicemail was left earlier today.

Business

Response:

Sales Order # [redacted]

We spoke with this customer on 9/**/13. Although the customer’s 4 year old furniture is out of warranty, as a courtesy, a component order was placed with the factory for this customer.

Consumer

Response:

[redacted]:

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.

Review: The store in [redacted] is refusing to provide confirmation of a refund or if the refund occurred.

I bought a piece of furniture from your [redacted] store on May [redacted] 2014 for an apartment I was planning to move into. The delivery date was set for July *, 2014. Unfortunately, the apartment I was planning to move to fell through and I no longer needed the furniture. I went back to the store and talked to the manager who informed me of the 30% return fee unless I was willing to exchange the furniture. I informed him that I had no need for any piece of furniture, and asked if the 30% fee could be waived in this unfortunate situation. I then asked if it was possible to get the number of the [redacted] to discuss it further. He initially refused and began to act completely unprofessional to myself and my girlfriend who was also present. He called me a liar because I did not initially know about the return policy (it was not disclosed to me when I made the purchase by the sales person) and shouted down my girlfriend when she asked questions. He finally relented and gave the number to his [redacted], but refused to give us any sort of documentation that we at least cancelled the order. When I pressed the issue, he unfairly asked me to leave the store for which I regrettably obliged even though I wanted confirmation of the cancellation.

I am asking for a refund of the piece of furniture we are returning (with documentation that confirms the return), and if possible, a one time exception to your 30% return fee due to the reasons I discussed above. I do wish to remain a customer again in the future.Desired Settlement: I am looking for a refund of the purchase of furniture, and if possible, a refund of the 30% return fee due to the reasons described in the complaint.

Business

Response:

Sales Order # [redacted]

On the back of each customer’s receipt is the following important information: “All cancellations

(including layaways), after 48 hours of your initial deposit date, will be

subject to a cancellation fee equal to thirty percent (30%) of the merchandise

total plus any applicable delivery fees. In addition there is a sign on the

wall in each showroom with the following text: All Cancellations are subject to a 30% forfeit of the purchase price.

As a courtesy we agreed to hold

and apply the $209.99 forfeiture as a credit for a future purchase by this

customer. The credit will be kept on file at the Somerville showroom. The customer should

bring a copy of this response to the [redacted] showroom along with the original

order number [redacted] when he is ready to use it.

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: Poor Customer Service and Faulty Extended Warranty Agreement. Purchased item, which was defective and it's taking 3 months for a resolution.

My husband and I, purchased a recliner on 12/**/14, which was delivered on 01/**/15. The defective recliner broke on 02/**/15. We received a visit from a 3rd party technician on 03/**/15, who came for 5 minutes, took two pictures, and offered to put two screws in the recliner. However, we declined, as the purchase was new and we did not purchase the recliner with two random screws in it. We have been waiting to receive an update from customer service since 03/**/15. My husband spoke to a supervisor [redacted] on 03/**/15, who said there was no work order submitted from the 3rd party company and she would look into it, then call him back in an hour. Today is 3/**/15, still no return call. I contacted customer service and spoke to a representative who advised me, that it is Friday, 10 minutes to 5pm and they are about to close; plus, there are no supervisors on site at the moment. This is completely unacceptable and frustrating. I would like to receive a call back ASAP from [redacted]; [redacted] was not helpful. Since March [redacted], we have made several attempts to get this matter rectified, from emailing representative a photo of a replacement chair, to calling at least 5-8 times and being promised a resolution; but nothing. I can pull phone records to prove this. At this point, all we want is a FULL REFUND. We are completely dissatisfied with the entire process and lack of customer service. Respectfully, [redacted]!Desired Settlement: We would like Jennifer Convertibles to come pick up their broken recliner and refund us in FULL. This process has been very stressful and completely frustrating. We have wasted allot of time on this for nothing.

Business

Response:

Sales Order # [redacted] / [redacted]The customer has been contacted and a date was selected forthe pick up and return of the defective recliner chair. A refund by check willbe issued within 14 days of the confirmed return of the merchandise.

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 placed furniture on layaway I don't have enough to pay for the remainder of the furniture plus I am no longer with or living with the person that I was buying it for. I also came to find out that she wasn't going to reimburse me. I called the store and spoke to manager [redacted] and was told to bring in the credit cards I used plus valid id and the money would be reimbursed back on to cards, when I got to store sales person told me only manager could do it and I should leave all my credit card info and my contact number. I am yet to receive a call and every time I call I am given run aroundDesired Settlement: Want my money back please.

Business

Response: