Jennifer Convertibles

Sales Order # [redacted]
The customer is scheduled for a service visit according to
our notes on 9/**. A new set of seat cores were recently sent to the customer
for replacement. The service company has been asked to inspect the memory foam
sofa bed mattress during their visit. The mattress was...

last checked by a
service tech in July and found to be free of defects. Should the mattress be
found to be defective we will replace it.

Sales Order # [redacted]I am not sure what the customer means by our not honoringour warranty. The customer’s factory warranty for defects expired in February2010. In addition we note that the customer has since moved from the addressthe furniture was originally delivered to.

Revdex.com:
I have reviewed the response made by the business in reference to complaint...

ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have spoke to the sales representative and to, apparently, the [redacted], and they both have tried to reimburse me for the chair they never delivered, to which I do not agree because originally the issue was Jennifer Convertibles failure to deliver product on time, later the unavailability of item, and finally, to avoid anymore fatigue, [redacted] decided to cancel part of my order without my consent and/or my approval, and on top of all months passed and they never even tried to process any refund. Jennifer Convertibles is still not showing any efforts to solve this matter without getting out of their confort zone. [redacted] argued that my request for the resolution of this case is not possible because of their returns policy, but they are not considering that this is not a "return" IT IS A CONSUMER'S CLAIM DUE TO THE COMPANY'S FAILURE TO MEET AN AGREEMENT AND FOR THE LACK OF COMMUNICATION, ATTENTION, RESPECT, AND APPRECIATION OF CUSTOMER. As I stated in my claim letter, the only resolution I am looking for is that Jennifer Convertibles reimburses me for the whole purchase amount and for them to come and collect back their furniture.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

Sales Order # [redacted]Until we received this Revdex.com complaint we had not spoken tothis customer in about 4 years. We have offered to refund the customer’s deposit amount fromMarch 2010 minus the cost of the delivery the customer was not home to receivein June 2010. The customer has refused our offer and we can’t process therefund without the customer providing us with their complete Visa Account number. If the customer changes her mind please call our national call center at ###-###-#### with the necessary information to process the refund.

Sales Order # [redacted]All contact with this customer appears to be via email, onmultiple occasions. We were unable to offer the customer a discount off of thispurchase. We did offer to send a certificate for $50.00 off a future purchase.The customer refused our offer. The new component received from the factory wasinstalled on 2/**/15 completing our promise, made on delivery day, to servicethe furniture to factory specs.

Revdex.com:
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 haven't spoken to anyone from the business  since the complaint was filed. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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 am frustrated with the response from Jennifer Convertible.  The request for repair was made at the beginning of July 2014.  My husband's [redacted] did not take place until September 2014.  The first time the chair was repaired was in September while he was in rehab.  4 days after the repair was made I noticed the repair didn't hold up.  My husband was not even home to see how the chair was repaired and didn't hold up to the 1st repair.
I am appalled that they are claiming this damage was caused by my husband.  I would appreciate them getting their facts straight before claiming it was my husband fault.  
It has now been 3 weeks and we still haven't heard from the repair company to fix the chair for a 2nd time.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Sales Order # [redacted]Management recently spoke with the customer and will becalling the customer again with a couple of additional options to bring thiscomplaint to closure.

Sales Order # [redacted]The new slipcover was picked up by the customer last week.

Sales Order # [redacted]
The customer’s sofa bed has been picked up and returned to
our distribution center. A refund is being processed to the customer’s credit
card and finance account.

Revdex.com:
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:

Asper my contact/lifetime replacement agreement,  accidental rips are supposed to be covered. My complaint is not based on my sofa peeling. I have never put in a claim for the peeling. My issue is the rip that is supposed to be covered. JC is telling me that due to my couch peeling, the rip (which is covered) can not be fixed. The peeling has led to safety concerns, but again I never put in a claim for this. I did call to inform JC of my concerns; however that has nothing to do with the actual rip on my couch. I was informed by the person who inspected my couch, that the couch would be able to be repaired.
 repaired
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Sales Order # [redacted]Although the customer’s furniture has been out of warrantyfor almost 8 years a customer care supervisor left a message and is attemptingto contact the customer to see what options or assistance we can offer. We willtry again after the holidays.

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.

[redacted]
I am sorry the customer was inconvenienced and offended by
our request for written proof that their building has restricted delivery hours.
It has been our policy for many years. Again, we apologize for the
inconvenience caused this customer.

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

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

Sales Order # [redacted]
The one year factory warranty for defects in the customer’s furniture
expired in September 2013. As a one time courtesy we will send a tech to the
customer’s home for service. A tech company will contact the customer within
the next 5 business days to schedule a date for...

a service visit.

Sales Order # [redacted]We are pleased to inform you that we resolved this complaintto the customer’s satisfaction. Although the issue is not covered we refundingthe customer 50% of the retail purchase price, as a courtesy.

Revdex.com:
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 understand the service was rendered, but I'm paying for a delivery charge that was not done right. No one can return a phone call to discuss this. I had to deal with all this stress and you cannot refund at least my delivery charge.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Sales Order # [redacted] [redacted]We apologize for the delay in issuing this customer’srefund. A refund was processed to the customer’s [redacted] account on 1/*/15.It normally takes the issuing bank 3-4 business days to apply the refund to theindividual credit card account.