Jennifer Convertibles

Review: On November **, 2015 I purchased a bedroom set and a living room set from Jennifer Convertibles. I was charged $100 deposit for the living room. $1764 was paid out of pocket and $1500 was charged to a store account for the bedroom. I decided I did not want the living room set because they were unable to deliver both sets at the same time and insisted on charging 2 delivery fees of $200 each. As of today's date, I am still waiting for the $100 refund.

The bedroom was scheduled to be delivered on December **, 2015. On December *, I received a phone call from them telling me that they were unable to deliver the furniture until after January! I explained to them that this was unacceptable and I wished to cancel the order. I was informed that I would have to pay a 30% restocking fee. That's $979 to restock a bedroom set that they DO NOT have available for delivery. The sales person then tried to sell me a completely different set! They have been completely unreasonable trying to resolve this despite many phone calls and in store visits.Desired Settlement: I would like the $100 fee refunded back to my debit account for the living room set deposit.

I would like the bedroom set cancelled and the $1000 refunded back to my checking account as well as the $764.02 placed back into my debit account.

And, lastly, I would like the $1500 store credit account cancelled.

Business

Response:

Sales Order # [redacted]The customer's credit card accounts have been refunded in full.

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: Delivery crew came to our apartment (supposedly early) and claimed to have rung the doorbell / called my phone. I have no record of missed phone calls except for a voicemail almost 2 hours later from the dispatcher telling me that we had missed the delivery and that we would have to reschedule and pay an additional delivery fee. Customer service at the store gave us the phone number and email of "Lsalchook" who would be able to resolve this issue. The email bounces back and the phone number hangs up as soon as you dial the extension. Every other customer service number listed online has been a dead end as well.Desired Settlement: Full refund of the entire purchase price including the fee for the half-hearted attempt at a delivery.

Review: I purchased a chair that was sold to me as real leather. I have since found out that the chair is not leather and the entire chair is peeling and defective I called customer service me they [redacted] they would send me a replacement 14 weeks later I still had not received anything so I called them and was told that the replacement was no longer available so they sent me a coupon for 50% off anything in the store but when you go to use it whatever the price that is on the item displayed they lie and say that's a sale price and then up the price of the product and and thy do not give you the option of picking up the product in the store they will only deliver it and want to charge you as much for shipping as you are paying for the product. Very shady business practicesDesired Settlement: To have the chair replaced with a new one that is real leather that does not peel because that is what I paid for and I paid $500

Business

Response:

Sales Order # [redacted] / [redacted]

The customer’s furniture is 7 years old and the one year

warranty for defects in materials is expired. As a courtesy, we attempted to

order a component for the customer. Unfortunately parts are no longer available

for this model. We sent the customer a certificate for 50% off regular pricing

to assist / facilitate a replacement purchase for the customer. We are sorry

but we cannot offer any additional discounts.

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 purchased the chair for around $500 and was told it was real leather since I was under the impression that I was buying real leather that is why I spent so much within the first year the chair has started to flake and peel when you sit on it black flakes actually get stuck to your leg it is clearly not leather and even though it has been 7 years now at this point that is irrelevant to my complaint that I was sold something under false advertising and false pretenses. The chair looks terrible and is completely peeled and unusable and has been for quite some time. I tried to use the 50% coupon but due to jennifer convertibles and there unfair business practices regarding the coupon I'm unable to use it when you go into the store with the coupon whatever price a piece of furniture has on it the salesperson will lie and tell you that the price marked is the sale price even though it does not say or state that the item is on sale anywhere on the product. He will then go to the computer and tell you another price so that the coupon does not end up being 50% off. The coupon itself says that it can only be used for an item that is full price in the store however anything that you choose in the store they will tell you is on sale and up the price on you so the coupon is invaluable! I want the chair replaced with a real leather chair because that is what paid for. Here]

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

Sincerely,

Business

Response:

We stand by our previous response.

Review: I purchased the Valentina sofa chair and Otto white leather for $1,199.99 with tax and delivery it came to $1,435.17 - I put money down on the furniture to hold it until I enough money to pay it off for them to deliver it. I initially put $20.00 down on August [redacted]. I then went back weeks later and paid an additional $440.00 which balanced $995.00 I then went back on November [redacted] and made another payment of $800.00 which they then told me the furniture will be delivered on 11/** the day before Thanksgiving. My delivery was supposed to be between 1:00 PM and 6:00 PM. I received a call stating due to traffic they will not be arriving until 8:00 PM. I then received another call asking if I have COD. I assuming they meant the balanced that's due. The sales person told me when they deliver the furniture I must have the balance in the form of a check, money order or certified check They finally got here at 7:52 PM they parked the truck in the driveway of the complex and dragged the boxes that had the furniture across the wet grass and where people let their dog go to the bathroom. I told them not to cross the grass for that reason but they still did. One of the guys came up stairs and asked if he can plug his cell phone in he needs to charge it I allowed him to do so. The furniture was outside sitting on the wet floor still in the boxes then he said you have a spring door and you will have to pay an additional $50 dollars to remove the door. I said all I was told is to have the balance due not to give any cash therefore all I had was the money order for the balance due of $195.17 - I told them I have no additional money but I will call the super to see if he can remove the door. The super stated all deliveries they can remove the door as long as they put it back on. I offered a drill and tools to help and he gave me excuses about his finger and why he couldn't do it. But if I had the fifty dollars they will be able to remove the door. They then reboxed the furniture and put it back on the truck and left. I had family coming here for Thanksgiving dinner with nowhere to sit. This is the worst service I've ever experienced and I've never been so disappointed. I will never do business with this furniture company I've never been treated so poorly. I would like my money back and if I don't get it back I will seek legal counsel which my job offersDesired Settlement: I would really like my money back and if that is not dooble deliver the furniture and have the delivery fee weiver. The also should eat the cost to have the door removed.

Business

Response:

Review: We purchased a sofa in July *, 2013, the sofa worked for about a few weeks. I called customer service for repair of the sofa bed. It took several calls and numerous weeks for someone to come . On September ** 2013 a repairman finally came with the mechanism and he informed us that it was the wrong one. The repairman said another one would be ordered. He said to call the store for more information, no one at the store knows anyhthing, they said we had to call costomer service. After three days of tryingnd being on hold for hours, we started the game again. We were told another mechanism would be ordered and we had to wait. After weeks of waiting we finally found out that the mechanism was faulty and had been discontinued. They offered us a new sofa, the same as before. We said we would select a different sofa and they agreed. We ordered another sofa and it was delivered in October and after three uses it faile to open. We notified customer service and they said they would send a repairman, it would take another 3 weeks. We knew it was the mechanism and told them that, but we had to wait, the repiarman finally came, said it was the mechanism and it would have to be ordered. As of today Noverber **, 2013 we still do not have a working sofa and it will take another four weeks to get the part. We have continually asked for a refund so we could get a sofa somewhere else that works. We have made so many calls that are never returned and no one has the authority to do anything, and you cannot speak to anyone of higher authority. They must get an aprroval before they can do anything. WE requestged a refund and the removal of the faulty sofa a week ago and today we called and were told the refund was denied. We have requested a reund gain. It is totally obvisous that they do not care about their customers and have no sense of pride in regards to their products. They simply like to play games with the customers. This whole process has caused us nothing but problems as we purchased the sofa bucause my wife was having knee replacement surgery and needed to sleep downstairs. Please help us get our money back and end this nightmare.Desired Settlement: Refund

Business

Response:

Review: Jennifer Convertibles is refusing to repair the rips and cuts damages in the cushions of the leather furniture I purchased from them, at the time of purchase I also brought a Upholstery Shield Lifetime Plan Certificate. Now they do not want to honor the repairs. In the letter I received from them they also state that repairs need to be reported within 7 days of incident. I did report damages to them immediately but was given the runaround for almost a month. So now Jennifer Convertible Claims Center is trying to get out of repairing my furniture. I have my email in which I filed my repair request, I uploaded the photos they asked for and made myself available to their Technician. All in vain because now I receive a letter via [redacted] stating my repairs are not covered. The damages are exactly what the Protection Plan covers and they need to fix this situation.Desired Settlement: I want the leather cushions repaired or replaced.

Business

Response:

Sales Order # [redacted]Although customer’s 6 year old furniture is out of warranty

for peeling we agreed to send the customer 2 more seat casings, as a one time courtesy.

Review: I bought a couch 9 months ago. There were problems with it physically. They put me in touch with their outside customer service company. A man came and took pictures and wrote down the issues. He never filed the report. So another man came. I live alone and do not like having strangers in my home, so this bothered me. The claim was filed and I spent the next 6 or 7 months calling this company to find out when I would get the fixed parts. They never called me back...I had to keep calling. Finally they told me they would replace the while couch and I my claim was sent back to Jennifer Convertibles headquarters and the store where I made the purchase. I was told by them that I would receive a new couch. When I didn't hear back after about a month, I called them and they started doing some research. Apparently, this couch isn't made anymore so they couldn't replace it! Seems like something that would have been very easy for them to find out months ago. They offered me a $250 refund. I asked for them to replace my couch with a new model that was the same dimensions. They said no. I agreed to the $250. They said the only way for me to get the paperwork was to fax it or come to the store. No email option which is so weird. Then I got the letter to sign in the mail, so I signed it and faxed it. They called and said it was not received...the fax on the letter was wrong. I re-faxed it to the new number. Then I was called and they told me there were 2 pieces of paper to sign, not just the one that was mailed to me. The list of issues goes on and on. The phone at the store hasn't worked in weeks, so I call up to 30 times sometimes to get someone on the line. No one in a high up position has taken a minute to apologize....it's just the workers in the showroom who I can't blame for all this. I can't imagine how they stay in business operating like this,. I feel so taken advantage of.Desired Settlement: I would like an apology and perhaps a greater refund.

Business

Response:

Sales Order # [redacted]

We apologize that the consumer was disappointed with

us. We are pleased to inform you the refund check the consumer mentions

was mailed out on 9/**/14.

Review: I purchased a sectional about three months ago. The center wood of one half of the sectional broke in half. The company sent someone out to verify the damage. The first appointment I waited and no one showed up or called and I wound up losing two day’s’ work waiting for the technician The damage was verified however the company is refusing to replace the sectional. Instead, they are asking to fix it. There's no way a couch should break in half with normal use. This product is defective. The wood they use is very flimsy and would most likely break somewhere else after the initial section is replacedDesired Settlement: I request a refund of my money

Business

Response:

Sales Order # [redacted]

The customer’s furniture is under warranty and we reserve

the right to service the furniture under that warranty. I will ask the service

company to contact the customer again and schedule a visit to complete the

service previously authorized.

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 vender sent someone over to fix the broken piece and I'm not satisfied. I've attached two pictures to show what I've been saying all along is that this a defect. The front center remains depressed after the visit because this is a defect that can't be fixed. I can't sit on it because the front is touching the floor. I feel like me and couch will fall over and I will injure myself! This is unacceptable! I definitely want my money back now

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

Sincerely,

Business

Response:

Sales Order # [redacted]

According to our records the customer was serviced to

completion on 7/**/14. The customer claims the work was not done properly and

has refused to allow the tech company to return. The furniture is under

warranty and we reserve the right to service the furniture under that warranty.

Consumer

Response:

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

I feel like i'm getting the run around. What is the point of Revdex.com if the vender is allowed to ignore my responses? they keep saying under warranty. What exactly does that mean? does it mean that the company gets multiple chances to fix a defect>

[Your Answer Here]

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

Sincerely,

Review: Purchased a Sofa set of which I also Purchase as they call it Guardsman warranty which to my understanding is 5 years warranty but was told my [redacted] the [redacted] at the [redacted] store nothing much he can do.I Purchased a warranty of which he is not helping me withDesired Settlement: My Sofa needs repairs

Business

Response:

Sales Order # [redacted]

We responded to the customer’s email inquiry and provided

him with the contact information to submit a claim under the 5-year Guardsman

plan purchased.

Review: In August 2013 I contacted Jennifer Convertibles regarding a sofa I purchased in 2010. The leather on the sofa had started to peel off. I finally received a call back from the ustomer service center and they said there had been problems with my particular sofa and would send covers for the peeling sofa. In January 2014 I finally received the materials and when the technician came to install the covers, he informed me they had only sent covers for the back of the sofa and not the seat portion. I contacted customer service via email, in order to provide them with our previous communications. Weeks passed and I did not receive a reply. I was frustrated and decided to call the customer service center and I was told by a [redacted] that they had only intended to send the covers for the back as a courtesy, but too bad about the other damaged areas of the sofa. I asked to speak with her boss and she refused. I then contacted the store in [redacted] where I made the purchase and asked to contact a [redacted]. I was given the number for the [redacted], I have left her 3 messages within the past 2 weeks and she has not returned my calls. It was acknowledged that there had been issues with the sofa and it would be taken care of. Well it has not been taken care of to my satisfaction. What good does it do me to only have a portion of the sofa repaired? Thank you, [redacted]Desired Settlement: I would like one of the following resolutions within the next 30 days:The remainder of the sofa repaired;A refund for the sofa orA new sofa comparable to the price I paid.

Business

Response:

Sales Order

Although the customer is no longer under warranty we agreed to order

and replace the inside / outside back component for this customer. This was a

one time courtesy and we had not planned on repeating this one time offer. Management

recently approved ordering a replacement component for the customer’s attached

seating. This was not part of the original component request and is again done

purely as a courtesy for this customer’s four year old furniture that is no

longer under any warranties.

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 purchased a Queen Air Mattress and cover from Jennifer Home. I picked up from store for a $10.00 delivery charge. When I got home, the zipper on the mattress cover was broken and separated from material, there were foot prints on cover as well. I contacted the store ([redacted]) and was told to contact customer service. I spoke to [redacted] who said mfg. would send me a new one with instructions to send back the damaged one. I called 3 times to find out the statis of this claim and was told someone has to come to my home to examine this cover. I have heard from no one!I purchased this damaged item on 9-*-13, 1 Venic Queen Air Mattress MNY207Q for $444.32.Desired Settlement: I want a new mattres cover sent to my home free of charge since I already paid a shipping fee ASAP. and the courtesy to hear from Jennifer Home customer service. If I was able to purchase somewhere else, I would return for a complete refund and shipping fee as well.If someone needs to come to my home, I need this person to come at my convenience. I will never purchase from them again!

Business

Response:

Review: On 7/**/13, I purchased a sofa bed, chair and rug from the [redacted] store. Eagerly awaiting my new family room set I hired a painter to paint the room to match the furniture and refinished the wood floor. When it arrived on 8/**/13 the driver of truck asked me to sign a paper saying I received the delivery. He did not wait for me to inspect the furniture and said I have 48 hours to check it out. When I unwrapped the furniture I saw that it was damaged- It was dirty with black marks on it, had small holes like something was ripped from it, and the stitching was crooked. Everything was quite noticeable. The rug underneath looked like it had water damage with stains. Not only did the furniture become a disaster but my brand new wood floor had a long scratch where they dragged the furniture in. I immediately called the store and was given a phone number to call about the floor damage and furniture. I called and have not had any success in resolving this problem. They have sent 2 sets of furniture all with worse damage than the original on 10/**/13/ and 11/**/13. In between I have called on 9/**/13 and 10/*/13. They will not take the furniture back or help with getting a decent set of furniture without damage. I have spoken to [redacted] numerous times. He even came to my house on 11/**/13 to see what exactly was going on. Though he has tried to help he has not been able to resolve this situation. He told me the drivers even made a comment about me stating that "nothing will satisfy me" How dare they comment on the situation .It is their job to deliver and not damage furniture and floors. I spent $2104.04 on this furniture and can not use my family room. My husband suffers from a [redacted] and this is causing him and myself severe unnecessary stress. I spent money on painting and refinishing a floor to match this furniture. I want a new set without damage. I pay my bill monthly on the card they had me open- GE capital . I have not missed a payment and I am paying for something that I can not use. Please help to resolve this situation.Desired Settlement: I want a replacement set and my floor repaired. and a discount for the aggravation..

Business

Response:

Sales Order # [redacted] / [redacted]

At the time of the delivery of the replacement set of

furniture the customer agreed to have us order components and service the

furniture in home. The components are on order and as soon as the factory ships

them to the customer we will arrange for installation. The showroom manager was

in the customer’s home on 11/**/13 but does not have any recollection of the

customer discussing any damage to the customer’s wood flooring. As a courtesy,

although we have no record of a home damage report, we will contact the

customer and offer $100.00 to close out the issue.

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 placed an order on July **, 2013 and since then I have had 3 set of furniture delivered to my home. All 3 set had either had holes, black stains, staples, stitching that was crooked and white stuffing sticking out. The delivery man scratched my new floor, I was offered $100.00 for the floor from the [redacted]. Each time the [redacted] assured me the next time the furniture would be fine. The last time he even came to my house. He did agree with me that the furniture was damaged .The delivery man stated to [redacted] that there was no pleasing me. Even thought the delivery men pointed to me the damage on the furniture and told me not to except it. All I want is a set of furniture that is not damage so I can use the room with my family. I finally agree for them to come and repair it at my house. This was late November, finally the pieces came 1/*/14. I called the store to let them know and I have still not heard from anyone!! I have been very patient and respectful all I expect is furniture that I can use.

At this point all I want is the furniture fixed. I do want the $100.00 for the scratch on the floor. I also want $800.00 taken off from my bill.

I have been paying GE Capital for this furniture monthly for something that I cant use.

Thank you [redacted]

###-###-####

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case number ID [redacted] .

Review: In January 2012, I purchased reclining sofa set. In March or April I contacted JC regarding the sofa which did not close. In August, their repair person made a repair and in late October I contacted customer service to advise that the same sofa that was repaired previously was broken again. I was informed that there was nothing that could be done as the sofa was out of warranty and that the repair that was made previously was a courtesy. I then [redacted] names for [redacted] at JC and received a call from the same customer service rep that I spoke with to say that JC would send a repair person if I paid for the parts. This conversation took place on either Dec. * or *. I agreed and the [redacted], [redacted] (?) said she would get back to me with the price of the parts. After several phone calls to [redacted] I finally spoke with her on December ** in which she advised me that it would take approximately 6 months to get the parts from the manufacturer. The sofa is not even 2 years old yet and now I have to wait another 6 months to get the parts. I have no young children and the furniture is barely used. It is so unfair that I paid for furniture that I expect to have and use for several years and yet cannot even get JC to make the appropriate repairs.Desired Settlement: As it will take 6 months to repair this furniture I would like a replacement or my money back.

Business

Response:

Review: There are so many different issues, 1st the way we were treated by salesman was very disturbing not curtious at all, then we put $900 down on a $2190.70 balance back on 3/**/13 and told the salesman we needed the furniture by the end of April which he stated there would no problem I was never told that we needed to put 50% down in order for them to hold our furniture, so when I went back To store In April to set up delivery I was told that the furniture we (supposibly) had on hold was giving to another customer because I didn't put down the 50% and that our furniture would be available until June. Even though that was very upsetting my wife really liked the look of the furniture so that day we left because we were pretty upset now we were not in a rush anymore because we needed furniture in may for family visit, In May I went back to store the put down $200 more dollars to secure our furniture until we were ready for delivery by the way we also purchased protection plan, after the summer I went back to set up delivery and at that time I was told that our furniture was on back order atleast 23 weeks and that it was also discontinued so if we wanted our furniture sooner we could take a look at show room pieces which we did, my wife noticed a very tiny scratch on 1 piece but was assured by salesman that the protection plan would take care of it we had no choice but to go with showroom pieces because we had already bought other pieces and painted our living room to match furniture well our delivery we suppose to be on Sept. **, 2013 which I had to take off frm work but they ended up canceling after I had already taken off frm work so they rescheduled for a Wed. The [redacted] of sept. I believe can't remember exact date but neither my wife nor I could take off so my father inlaw waited for them. Needed less to most of the pieces were damaged but we didn't notice until we got home later that evening and at that time we were told by him that the furniture came in separate pieces meaning the sofa and the loveseats had to be put together which we were NEVER TOLD that we thought they were solid pieces not only was the furniture damaged but also our wall when I called them to complain and told them I needed them replaced I WAS THEN TOLD that the protection plan I had already paid for was no good on showroom pieces. After several calls a [redacted] Finally called me back and said I should of been made aware of that by salesman which I wasn't if anything he told the pieces were covered I told her I would of never accepted the furniture without protection because I have two small children and you never know what can happen she told me she would get back to me within 48 hours which she never did so I had to AGAIN make several phone calls until they finally gave me a date for furniture repair rep. To come inspect furniture he finally came about 3 weeks ago look at all my furniture told me that they were poor quality furniture none of the pieces line up with eachother all the foot pegs were different which I didn't notice until he pointed it out and the I noticed it, he order new back fabric for one of my loveseats that was damaged and all new foot pegs for the rest of the furniture to match after the pieces arrived about 10 days ago they set up a new appointment for repair rep. He just came this past Friday the [redacted] 2013 and confirmed that the furniture we received was poor quality, that he was not aware that he had to replace foot pegs because it wasn't written down even though we have the box at home with them which his company ordered and not only that the foot pegs I believe are maple and the furniture trimming is cherry wood which still doesn't match.. At this point we are so fed up with there treatment the lady [redacted] which. Is a [redacted] is no help what so ever won't even return my phone calls I really need help with this matter. We want are money back at this point....PLEASE HELP!!!Desired Settlement: We want our money back for this poor quality furniture and for all the time lost from work our own time and all the headaches we've been thru...thank you

Business

Response:

Review: We went into Jennifer Convertibles on May **, 2015 to purchase a couch. The sales person, [redacted], was wonderful and talked us into buying the perfect couch for our family. Then when the company came to deliver the couch we had a completely different experience. The men delivering the couch didn't even say hello. He walked up to us and said “Show me where the couch is going” with his tool box in hand. Then as he walked through our home he said it wouldn't fit through the front door, the hallway, the back door, and into the room we purchased it for. We were perplexed by his comments because he didn't even measure or try to bring in the couch. We then stated that we had bigger pieces of furniture in our house so, we were wondering how he came to this conclusion without even trying. We then asked for the couch to be left and he said wait he had to call his boss. He spoke to his boss and then handed my husband the phone and said that his guys could get it in the house for a price of $199, which included taking the couch apart. At this point we felt that they were trying to get one over on us and told them we would contact Jennifer Convertibles. Then the delivery team left with the couch.

We then contacted Jennifer Convertibles our experience with the sales team changed. They did not understand and wanted to deliver the couch 2 weeks from the date promised. They also stated that we were not charged for the couch because we haven't received it yet. I explained that is an untrue statement. We then asked to have the couch cancelled and speak to the District Manger. They said that they would email him our information and we never heard from him. We then took his number and his answering machine was not accepting messages and he was "On another call or away from his desk." It is now 8 weeks later and we still do not have our money back or the couch. Their sales person Brooke and [redacted] every time we call or have been in to the store, keep trying to talk us into having the couch delivered. I have repeatedly said NO, I want my money back and nothing to do with your company. She reports that there is nothing she can do for us and we will have to talk to LES, where besides hearing his voicemail I would think he no longer works for the company.Desired Settlement: I want my money placed back on my credit card and no cancellation fee at this point because I have now had to pay an interest fee for $650. at a rate of 24% which is more than their 150 cancellation fee.

Business

Response:

Sales Order # [redacted]This information is entered by a delivery operationsrepresentative live while they are on the phone with the delivery team and thecustomer:The first question our Delivery operations representativesask the customer is, did you witness the delivery attempt and agree thefurniture will not fit. The customer was in agreement that the furniture wouldnot fit. The delivery operations representative will then explain tothe customer the various options:1- For an additional $199.99 fee plus tax the customer can have a separate delivery bya company that will disassemble the furniture and reassemble the furniture inthe room that the customer wants the furniture to reside.2- Reselect to different furniture model and receive credit for everything other than today’sdelivery charge of $99.99 plus tax.3- Cancel the order and pay the delivery charge of $99.99 and a restocking fee of 10% ofthe purchase.4- Redeliver the furniture to the customer’s front door step for no additional charge and itwould be up to the customer to bring the furniture into their home. We wouldrequire the customer to inspect the furniture on delivery for any damages andthan sign a waiver agreeing that they are taking responsibility for any damageto the furniture from that point.5- Redeliver the furniture and if it does not fit they would be responsible for both deliveryattempts for a total of 199.98 and than they can choose from options # 1-3. Ifthe customer demands that they force the furniture past the point where damageto the furniture or damage to the home will happen, we will ask the customer tosign a waiver taking responsibility to the home and the furniture. Once thewaiver is signed the customer must accept the disassembly and pay thedisassembly charges.We have made these offers repeatedly to the customer and theonly outcome she wants is a full refund. Furniture not fitting into the room acustomer wants the furniture in, is clearly indicated on our purchase ordersand the only options written are for the customer to pay the KD fee or cancelthe order with a 30% restocking fee plus the charge for the delivery attempt.We believe we have tried every way to work this out with thecustomer and she will only accept a full refund.

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:

[Because wehave said several time to them that we don't want the couch no more. Due to the way they handled things thus far, we do not want to do business with them anymore. They charged my credit card $651 but the couch is still not in my possession. They mentioned that information was entered by a delivery operations representative live while they are on the phone with the delivery team and the customer: "The first question our Delivery operations representatives ask the customer is, did you witness the delivery attempt and agree the furniture will not fit. The customer was in agreement that the furniture would not fit". This information and statement is incorrect. I told the Delivery rep. that I don't know how his delivery guy came up with his conclusion that the couch will not fit with even trying, but I will not argue with him not to deliver the couch. I told him that I will reach out to Jenifer Convertible on this matter. The Delivery operation representative told me that the call was beingrecorded. Please ask them to send you the recorded conversation on this issue. So finally heard back from Les (Director of regional sales) she was very insensitive and nasty to my wife and I. She did not trying to understand our side of story. She lacks customer service skills and customer facing skills. She keeps repeating that they will not refund our full money. We should take the couch and schedule delivery. We have said it more than 30 times that we don't need the couch anymore. We don't want to do business with them no more. The bottom line is: The delivery team left with the couch. Wethen contacted Jennifer Convertibles our experience with the sales team changed. They did not understand and wanted to deliver the couch 2 weeks from the date promised. They also stated that we were not charged for the couch because we haven't received it yet. I explained that is an untrue statement. We then asked to have the couch cancelled and speak to the District Manger. They said that they would email him our information and we never heard from him. We then took his number and his answering machine was not accepting messages and he was "On another call or away from his desk." It is now more than 8 weeks later and we still do not have our money back or the couch. Please we need justice. Thanks]

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Sincerely,

Review: On 9/**/09 my spouse and I purchased a "Cynthia Sofa" from the Jennifer Convertibles located at: [redacted] location in Manhattan after desiring a new sofa for many years. This was our first time making a purchase from this establishment. We fell in love with and selected the red "Cynthia Sofa" with the hope and belief that it would last a long time because it was a leather sofa. We chose Jennifer Convertibles because its a name thats been around for a long time and we thought with that came some sense of product integrity/credibility. That dream began to crumble when we discovered after having the sofa for only 3-4 years that patches of the leather began to fall off. In fact, every week now, pieces of the sofa falls off at an excelerated rate. We have purchased several slip covers (for the sofa) as an attempt to cover the missing patches and try to add some beauty back to our living space, but absolutely nothing seems to work. This is truly a great disappointment. After searching the internet, for possible ways to repair the sofa, to our dismay and surprise it was then that we learned about other similiar problems and complaints past Jennifer Convertibles customers experienced. It was then that we realized how this company has been making money selling some inferior products e.g. the "Cynthia Sofa" to hardworking and unsuspecting customers like my husband and myself. This truly saddens us. My husband and I are very hard working people. He's worked non stop for 35 years and will soon retire. I on the other hand have just completed my masters degree. Like many hardworking citizens in America, we currently live on one income and don't have money to waste. Purchasing the "Cynthia Sofa" from Jennifer convertibles was a tremendous sacrifice and labor of love. Now we are left with a big embarrasing mess. It is truly an embarrassment trying to keep a slip cover on the sofa especially when guests visit our home. As soon as one person sits on the sofa, the slip cover falls down, revealing the vast numbers of missing patches... Right now, the entire sofa which measures L85" D36" H35 is covered with missing patches. This is not the type of products that companies in America or anywhere in the world should sell to its patrons (customers). We desperately need something to be done about this. We need a new sofa. Whether we paid $700 or $2000, we deserve a quality product.Desired Settlement: We believe that Jennifer Convertibles has a responsibility to do the following: produce and distribute top quality merchandise, no matter what! Secondly, to put the customer first. We also believe that Jennifer Convertibles must do what they can to rectify this situation as soon as possible.

Business

Response:

Review: On May [redacted] 2015, I went into Jennifer Convertibles and purchased a very expensive 3-piece automatic leather recliner sectional. I also purchased a 5 year warranty through the company. I paid in full cash that date and I have receipts and documents to prove it. The salesman explained to me that the furniture would come June [redacted] and that we would receive a phone call the day before to confirm the time.

On June [redacted] I removed my sofa and loveseat from my living room.

On June [redacted] I received a phone call from the store to confirm that my couch would be come June [redacted], that Saturday, before Fathers Day. I also received an automated phone call from the company informing me they would be coming between the hours of 8 a.m and 12 p.m. On the day of June [redacted] I did not receive my furniture that I was paid in full for. I was completely embarrassed due to the fact that the following day was a holiday and family came over and had absolutely no place to sit.

I've called multiple times to the store and to head quarters but they have been giving me the runaround. It got to the point where I told tl the customer care that I wanted my money back in full so I could take my business some place else. They exclaimed to me that I wouldn't receive my money in 30 days and that it would be a check.

I'm highly dissatisfied. I'm mortified. This is very unacceptable. I just want my furniture or either my money back because at this point in time, I have absolutely no furniture in my living room.Desired Settlement: I want my furniture that I paid for. I want this to be known to the public do not come here for service. I've been out of furniture and these people are telling me basically I'll be out of furniture for another month if I want my money back.

Business

Response:

Sales Order # [redacted]We apologize for the inconvenience caused this customer. Thefurniture was successfully delivered on 6/**/15.

Review: On February ** 2009, my husband a I bought a leather queen sleeper loveseat and chair set from Jennifer Convertible. I was suppose to be a 100% all leather set. # 1708, 143632. We paid $1639.99 for this living room set. In a few years after we got our furniture, the sofa begin to peel away. On July **, 2013, I wrote a letter of complaint to corporate office located in [redacted]., but I have not heard from them at all. I did see a special report on television after I had sent in my complaint to the company. We spent a lot of money on living room furniture because it is suppose to last a long time but the furniture didn't even last five years. Its suppose to be all leather.I would like to get my money back, but I don't see that happening. It would be nice if they could be suited. Now I just want people to know what type of produce they are selling to people. It's just wrong if they get away with this. They were a well known company in name and that is why I choose to spend my money with them. I hope you can help in some small way all the people that were taken advantage of by this company.Desired Settlement: Refund I would like to get my money back. To get a different type of furniture from them would probable give the same results and the furniture I already have from Jennifer Convertibles. I would be like getting cash and throwing it in a fire. A waste of my time and money.My husband would like to have his leather furniture back. However, I would need to know that the material was selected by a different company other than Jennifer Convertible. With them, the name MUD come

Business

Response:

Review: This email was the third sent directly to Jennifer Convertibles/Furniture

Sent: Sun, Dec **, 2012 6:29 pm

Subject: [redacted] Fw: Jennifer Feedback - Merchandise Issues

Dear Jennifer Convertibles:

Having had this sofa/bed for a little over four years I have reached my tolerance level of dealing with this nonsense. I can no longer silently endure the embarrassment as this "leather" sofa/bed crumbles and can be found falling off the skin and clothing of any one who sits upon the couch.

Jennifer Convertibles “leather” flakes can be found throughout my home and on the clothing of anyone who has spent anytime on this sofa/bed. This sofa/bed has advanced beyond being an eye sore and embarrassment, to being a health hazard - shedding an environmentally irresponsible brown substance, which appears as chocolate flakes and may be harmful to a child or anyone who inadvertently ingests these materials. As a reminder, I waited a year, due to company incompetence, to have my original leather sofa repaired and it was eventually replaced with what was represented as leather, however from the ongoing cracking and peeling of this "leather" sofa I am led to believe this sofa is covered in a substance, which Jennifer Convertibles is falsely representing as leather.

Please send a representative to inspect and verify this is the product that has the longevity that Jennifer Convertibles would want to represent. Regardless of their determination, or what warranty or contract signed, I am very, very dissatisfied; this should not be in any one's home. This purchase was an investment in leather, which would last longer than four and half years.

Please respond with a solution -- as I will not stop in my quest for my rights as a consumer even if I have to take legal action or launch a social media campaign featuring pictures of this four and a half year old Jennifer Convertibles sofa.

I would like to handle this matter quickly and privately, however, I will no longer endure this embarrassment alone. I will publicly share the embarrassment with Jennifer Convertibles to save others from this experience.

My solution? I want a new non-leather sofa/bed delivered immediately. I am available to visit a New York store as early as this week.

Please circulate this to the highest level of Jennifer Convertibles’ management along with public relations and quality control.

Angry but seeking resolution, [redacted]Desired Settlement: I want a new non-leather sofa/bed delivered immediately. I am available to visit a New York store as early as this week.

Business

Response:

Review: I sent the following letters, by post and by fax in October and November, to Jennifer about defective merchandise. I have not heard back except to receive a form letter.

Thank you, [redacted] November **, 2014

To Whom this Concerns:

I have a pied-a terre in Manhattan, NY, which I furnished with a Jennifer leather loveseat and matching chair and ottoman. This apartment is used, on the average, one to two weekends a month. I bought the furniture about nine years ago from your store on Long Island, NY. The furniture is falling apart!

A little over two months ago, my fiancé and I noticed that small pieces of the leather on the furniture were starting to flake off. Then, bigger pieces started to do the same. That is when I contacted Jennifer Leather and reported the problem.

The solution, according to your store, was to explain that this has happened to other pieces sold in the past, that our warranty had expired, and that we could use a 50 percent off coupon they would mail us to buy new furniture from them.

This is unacceptable on many levels including the facts that the furniture was used by only two, neat and clean adults for a total of 60 days/year for nine years, equaling what would be only a total of 1 ½ years of use; that your company tried to placate me easily with a coupon despite the fact that the coupon meant nothing especially there has recently been a 50 percent sale on the very same furniture; and finally that since this furniture does not seem to hold up for us or for others who have complained to the store as well as online, why would we want to replace it with other Jennifer Leather furniture that would have problems. I own a leather couch in my LI home that I bought 30 years ago and it is in the same beautiful condition it was the moment I bought it – your furniture just falls apart in months of use!

This is poor customer service at best! I await a proper, more equitable financial solution to this problem before having to report my experiences as have many others have already done! The fairest solution is to return the purchase price for these three lemons!

Please call me at ###-###-#### to discuss. Thank you, in advance, for your concern and a prompt solution.

Sincerely,

[redacted]Desired Settlement: This seems to be a common problem that has been reported on the internet. Since we have hardly used the furniture, we would like a refund for close to the full purchase price.

Business

Response:

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.