Jennifer Convertibles

Review: September, 2012 I bought a rather pricey inflatable mattress/box spring for a convertible bed from a local Jennifer showroom in Los Angeles. I was sold the wrong size, even after showing the rep a photo of the bed I was buying the mattress for - an older model Jennifer Convertible. Upon delivery, when I discovered the error, I called the showroom and politely explained the situation. The rep at the showroom refused to acknowledge her error or take back the mattress, and then hung up on me, refusing to speak with me any further. OK. So now I'm stuck with it, as Jennifer Customer Service also refused to take it back. So I decide to keep it and use it on a platform. Within a few months the inflatable bladder began to leak. It took almost two months to get a replacement.! The replacement did not work because they sent me the WRONG BLADDER. Several more week went by until I got a new one. A few months later, the compressor that inflates the bladder stopped working. Over a month went by for that part to be replaced. About a month ago, the second bladder also began to leak. I called Customer Service and they told me that since the item was past its one year warranty, they absolutely would not replace the bladder. I explained that the I only had the specific part for a few months, and that the one year warranty on that part should be good from when I received it. No dice. I then made the obvious appeal that Jennifer should stand by their products and not sell faulty merchandise. The [redacted], a woman named [redacted], was singularly unhelpful, and basically told me I was stuck with the item. She REFUSED to take any further action on my part, other than offering to email me the manufacturer's info so I could go ahead and pay for a new bladder myself. It's worth noting that she never sent that email. To get my parts replaced was a nightmare. A company as large as Jennifer should be ashamed of such awful, unresponsive customer service. They should stand by their products and not try to weasel out of replacing poorly manufactured items. I now have a bed that I cannot sleep on, as it deflates quickly. I fully intend to post my experience on every scam and rip-off internet site I can find. A modicum of research showed that I am far from alone in my experience with Jennifer Convertibles.Desired Settlement: I would like a new bladder (again, the actual inflatable mattress within the padded frame and box spring) delivered immediately with a full 2 year warranty.

Business

Response:

Review: I had furniture delivered in early November and realized a few weeks later it was damaged. I made many calls and was finally able to submit a claim on 12/**. I was supposed to get a call back in 3 business days. Call was never received. I then followed up to schedule someone to come look at the furniture. They came and told me the table would need to be replaced and someone would call me back in 3-5 business days. The call was never received. When I called back, the extremely rude woman I spoke to tried to dismiss my claim and told me it was "since I had just moved" I had just moved, and they furniture they delivered was in the new house I moved to. Finally, she told me the technician who had come out had lost the paperwork and I needed to now take photos of the furniture myself to submit.

The next week, I receive a letter from Jennifer Convertibles telling me that it was "normal wear and tear" and it would not be covered. The wood on a table that was 3 weeks old is splitting. This is not normal.

Finally, I called the [redacted] at the store and he has yet to return my calls.Desired Settlement: I would either like a refund or a new table. I would also like an apology for wasting so much of my time over the last 3 months and for treating me so horribly.

Business

Response:

Sales Order # [redacted]

On 12/**/13 we received a call in our customer care center. The

customer indicated that “the veneer was lifting off the top of the end table”.

A service tech was sent out to the customer’s home. The damage to the end table

and the cocktail table are not due to manufacturer defects and therefore are

not covered by the factory warranty. (Pictures attached). As a courtesy the

tech touched up some customer caused scratches on the cocktail table top. There

was nothing he could do for the crushed corner of the end table.

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]

This table came damaged…it was clearly delivered with damage and I believe the delivery personnel placed the table in such a way that the damage was hidden. The table should also not be splitting within 3 weeks of receiving it. I do not understand how this is not covered under warranty.

Also Jennifer Convertibles has consistently given me different information when I called, so I believe they are just skirting the issue. First they told me the report was lost, then suddenly I get a letter saying that the damage is "consistent with the report of the service man in that it was damaged by myself"

In fact, when I originally called, the woman told me since the house was new they can determine I moved the furniture there and I caused the damage moving it. They delivered the furniture to the new home.

I think Jennifer Convertibles knows they delivered me a faulty table and are making up reasons to not cover it.

The table costs about $200.

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

Sincerely,

Business

Response:

Sales Order # [redacted]

I am sorry but we stand by our previous response. The

customer called us for the first time a month after delivery to report the

veneer was lifting up. A service tech was out to the home and found the damage

was not caused by a manufacturing defect. Customer caused damage is not covered

by the factory and if the table was delivered in this condition the customer obligated

to call us within 5 days of the delivery. The customer waited 30 days to call

us and on that occasion said nothing about the issue being delivery related.

Review: Purchased sofa set (with queen sleeper) in 2012; sleeper sofa never had the proper undercarriage & has been defective since 2 mos. after receipt.

I purchased a three-piece (3) sofa set, with a queen sleeper from Jennifer Convertibles in January of 2012 (extended 5 yr warranty). 2.5 months after receiving the sofa, it had an abnormally large, prominent and permanent dip in the center. I weighed less approx. 110 lbs and live alone, I in no way could have caused that damage. Further throughout the next 3 months, the couch began to fall apart further, as the back is no longer connected to the arm.

Please read the email below, sent per JC request, detailing each of my 5 calls seeking to address the inability to use the sleeper sofa for purposes of a sofa properly. I never received the promised response to my June **, 2012 email and proceeded as noted below:

(6) June **, 2012 - Called/spoke with [redacted], who stated that I would receive a response by Wednesday. (7) July *, 2012 - Follow-up call from prior call because no response received. I spoke with [redacted]. Per her request I forwarded my June **, 2012 email/photos. [redacted] stated that JC had overlooked my email/photos. I requested a call from a [redacted]. She assured me I would receive on in 24/48 hours. (8) August *, 2012 - Called at 12:14 PM and spoke with [redacted]. Noted detail information for each of my prior 6 calls and that the [redacted] never called me. I spoke with the [redacted], who sent an email to Quality Control and said she would call me back Monday; she did not. (9) August **, 2012 - Called;held for 7 minutes. Spoke with [redacted]. I explained the situation &asked for the [redacted]; she said the [redacted] was out to lunch. (10) September *, 2012 - Called and left a voicemail for a [redacted] (###-###-####). No return call.

I was life-threatening ill in 2013, hospitalized 8 times & am now able to pursue this issue. I called JC again, but continue to get no response.

From: [redacted]

To: [redacted]

Subject: Order # [redacted] or [redacted]

Date: Fri, ** Jun 2012 13:38:58 -0400

To Whom It May Concern:

As a preliminary note, please understand that this substantive portion of this email regarding the details of the specialist unprofessional behavior is intentionally brief, as I have already spent more than twelve hours of my time dealing with the matter (actual defect/issue, specialists and follow-up calls with Jennifer Convertibles).

I am very unhappy that I continue to have to take time away from work (which is critical since I am attorney and only get paid for the time I bill on clients) to repeatedly deal with this issue.

I had extensive conversations with [redacted] (i) on May **, 2012, regarding my initial call on March *, 2012 and the specialist visit on March **, 2012 and the fact that the defect/issue remained and was getting worse and (ii) on June *, 2012, regarding the June ** 2012 specialist's ([redacted] phone ###-###-####) unprofessionalism and refusal to properly look into the issue, the details of which should be noted on my account.

As described on the June [redacted] call with [redacted] and stated above, [redacted], the specialist that Jennifer Convertibles sent to view and report on the issue with the sleeper sofa sinking in the middle on June *, 2012, was disrespectful, discourteous and refused to investigate the issue or take the pictures I requested.

Accordingly, per [redacted]'s instructions, attached please find pictures of (i) the seam opening on the loveseat and (ii) the sleeper sofa (the pictures include pictures of the differing position of the bolts holding the tension rod in place, the slackness of the tension rod, the visible dip in the middle of the sofa and pictures of the sofa with a broom laid across it to show the severity of the dip).

I am extremely dismayed that I continue to have to deal with the issue and would appreciate it if Jennifer Convertibles could address and resolve the matter asDesired Settlement: All I ask is that Jennifer Convertibles replace this sofa with a new sofa having the same fabric, color and queen sleeper and mattress features . While I initially sought repair, I no longer think that would be sufficient. If for some reason, they cannot replace the sofa with an identical sofa, then I ask that they refund me for the sofa. If they object because it is part of a set, then I request that I return the set and they either (a) allow me to pick another set of similar value and adver

Business

Response:

Sales Order # [redacted]

The customer was serviced to completion in 2012. The bed

mech was repositioned by a technician in March 2012. At the customer’s request

a 2nd Tech Company was sent out to check the work of the [redacted]

company. The sofa bed was found to be up to factory specs. The 2nd tech

did find a seam defect in a seat casing on the loveseat. A component was

ordered and replaced later that same year. According to our records the

customer has been in contact with a [redacted] in the last few

days. This is our first contact with the customer since 2012. The last entry

indicates a message was left for the customer to call the [redacted] back on

6/**/14.

Consumer

Response:

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

Jennifer Convertibles statements that the "customer was serviced to completion" and that "the bed mech was repositioned by a technician in March 2012" are false and untrue. The technician did NOT make any adjustments to the mechanism when he visited on March **, 2012. Indeed, he refused to do so, even after I showed him how the tension rod was connected in, what appeared to be, the correct way on one side of the sleeper sofa but connected to a completely different hole and in a completely different manner on the other side of the sofa.

As previously stated, when I spoke with Jennifer Convertibles on September *, 2012, the action/take-away was that Jennifer Convertibles was to follow-up with me and call me back with regard to resolving the mechanical issue with the couch (after further reviewing my photos and emails). They never called me back and, as previously stated, I became gravely ill and was forced to pause my futile efforts to seek resolution from Jennifer Convertibles.

I have called the [redacted], [redacted], back one time; she was impolite and simply stated they had no further obligations. I never received a return call from [redacted]; however, I did receive another voicemail from [redacted], purportedly on [redacted]'s behalf, which I have returned (had to leave a voicemail). I also left a voicemail for [redacted] (a **) on June **, 2014 and have yet to receive a return phone call.

It is clear to me that Jennifer Convertibles knowingly and intentionally engages in questionable/unethical business practices with respect to selling defective and substandard products as these and then refusing to remedy the situation is completely unethical and violates the warranty of merchantability and fitness.

In addition, it is my belief that they intentionally fail to respond, stall and engage in misrepresentation that

borders on fraudulent behavior when dealing with customer complaints in an effort to push the consumer outside of the product's initial warranty period so that they can disclaim all responsibility and liability for the defective products.

This is one of the most egregious efforts of intentional customer deceit I have ever experienced, and I question whether the officiants in the states they are licensed to practice business should continue to allow them to do so.

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

Sincerely,

Review: I bought a sofa for $2000, I was garaunteed a new sofa not the floor sample. First of all they shipped me the one from the floor, second, the sofa came broken, its been two months that no one comes to fix it. They ignore me. Im asking for my money back. Please help me with this, they are very unproffesional[redacted]Desired Settlement: I would like my refund back if possible.I have a merchandise that is not good.

Business

Response:

Sales Order # [redacted]The customer has received a new set of seat cores that wereordered for him. A service tech is scheduled on 7/**/15 to complete service ofthe customer’s furniture.

Consumer

Response:

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

[Your Answer Here]

The sofa is falling apart, the cushion is not the issue but the whole sofa is an issue. I want my money back , im not satisfied , their customer service treat me like [redacted]

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

Sincerely,

Business

Response:

Sales Order # [redacted] / [redacted]We have authorized an exchange of the customer’s furniture.It is scheduled for delivery / exchange later this month.

Review: Delivery of two (2) bedroom sets one (1) without screws 9 days ago and they don't know when they can put bed together. I don't like sleeping on floor. Thank You

Business

Response: