Jennifer Convertibles

Review: Purchased a brand new sectional sofa from this establishment in December 2012. The sofa carries a one year warranty. In March of 2013, the couch started sagging. A technician was finally sent out on May * and determined that the sofa was indeed sagging and needed to be replaced. He said it would be within 4 weeks The sagging has gotten much worse since the technician was there and we believe there now to be issues with the structural integrity of the entire sofa. Called the showroom on Jun [redacted] and talked to manager named [redacted]. Said he would call me right back. Never called. I called him back 4 days later and he told me to call the 1-800 number. I replied that I was not going to do that again( I had done it once already to set up the tech coming to the house) , the sofa was purchased at his store and his store was responsible for it. He then went on to say that he couldnt call the 1-800 number on our behalf citing customer privacy and proceeded to go on a bizzare rant about the [redacted]. I was floored by his inappropriate behavior. I then did call the 1-800 number, not knowing what else to do. That call was made on june [redacted] and again on June [redacted]. They have yet to call me backDesired Settlement: Refund - I would like a full refund . I do not want to do business with this horrendous establishment . If a refund is not possible for some reason, I guess I'll have to settle for a store credit to pick something else out. I really would rather not do that though

Business

Response:

Review: I ordered a reclining loveseat on April **, 2014 and it was delivered on June [redacted]. The reclining portion was defective. I reported it immediately and a repairman came on June [redacted]. He said he could not repair it and a replacement part had to be ordered, which he would do. I again contacted Customer Service on June [redacted] because I did not receive any notification from them about when the repair would be completed. The woman told me she would process my request and a part would be sent to my home. So far all I have received from them is a letter stating that the part should arrive in 4 to 6 weeks. It's now 8 weeks and they have not responded to my last email.Desired Settlement: Acknowledgement of my problem and a speedy repair. This product was supposedly manufactured in the USA.

Business

Response:

Sales Order # [redacted]

We apologize for any inconvenience caused the customer. A replacement

mechanism ordered for this customer is in transit via UPS. A service company

will contact the customer shortly to schedule a date for installation.

Review: We purchased a sectional sofa and ottoman. Sectional pieces do not align and the ottoman is different from showroom sample shown to us in addition to it being produced with poor workmanship.

The ”Jennifer WorryFree Guarantee ” guarantees to have the defective items serviced.

The defects were noted upon delivery and photographs were sent to company as requested.

The company’s [redacted] has not returned our calls and upon reaching the corporate customer service were told our claim was denied.Desired Settlement: Repair or replacement or refund

Business

Response:

Sales Order [redacted]

A service tech was out to

the customer’s home and found the furniture to be up to factory specification.

The one issue the technician did find was a back pillow casing was sewn

incorrectly. A replacement component has been ordered from the factory and will

be sent directly to the customer’s home.

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 response is a lie.

The defects were noticed upon delivery and assembly of the sectional sofa on Sunday, March [redacted]. The deliverymen tried to get the sections into alignment and finally gave up after spending some time in failed attempts. I noted the defects on the delivery receipt.

I called Jennifer’s on March [redacted] and was told to call another number and finally reached a man named [redacted] @ [redacted] @ 1244hrs on 3/*/14. I was told to send picture to: [redacted], which I did. I was told to tell my complaint to the [redacted], [redacted]@ [redacted]. I have called him several times but he has never returned my calls.

A technician finally showed up on March ** (19 days following my complaint), and he too failed to align the sections of the sofa even after installing spacers and pads under the rear feet of the sections. He noted the ottoman cover that was made of four triangles stitched together with WHITE thread instead of a smooth, one-piece cover with hidden stitching and piping to match the couch cushions.

I finally called the home office of Jennifer Convertibles on March **, 2014 and was told that my claim was denied. The representative, [redacted], said the couch met their specifications. The showroom sample we were shown DID NOT HAVE MISALIGNED SECTIONS NOR a ottoman that looked as if it was thrown together in a high school home economics sewing class!

The Jennifer WorryFree Guarantee guarantees that my purchase will be free of defects in workmanship.

Now, they need to honor that guarantee!

Pictures of the defects and a copy of the Jennifer WorryFree Guarantee are attached.

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 bought a sofa bed from Jennifer Convertibles. Nobody ever mentioned that none of their sofa beds go flat. They have a rise is the head area and the bed is extremely uncomfortable because of this. This is all they sell and they never mention it, wont take it back, and we waited 6 weeks for delivery. The rise in the head makes the bed unusable-very, very uncomfortable. You are sleeping on a slope. We have just wasted a ton of time and money. Jennifer convertibles is awful. Nobody should buy a sofa bed there.Desired Settlement: I would like them to take this sofa bed away and give us a full refund. They are obligated to tell us if a bed will not go flat. Not a word was mentioned.

Business

Response:

Sales Order # [redacted]There is a normal positive pitch to the headrest of a sofabed. This is similar to a hospital bed. We have requested a service tech to goout to the customer’s home. We await the results of that 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 service tech came and did not do anything. they were unable to resolve the problem. At this point, we have no choice but to ask to return the sofa for a full refund but they do not want to take it back.[redacted]

Review: My boyfriend [redacted] & I purchased the Smith queen sleeper & Smith dual power reclining loveseat for $1020.94 from the [redacted] store Sun Nov * 2013. [redacted] ([redacted]) checked inventory & assured us, plenty of stock. Our family was arriving Fri the *, & we needed in house that day. [redacted] placed our order for next available delivery, Wed the *, 10-3. We requested and were refused a 30 min call ahead. [redacted] missed work for delivery. At approx. 1:30, the loveseat was delivered. The driver pointed out the huge frayed mark on the facing right arm of the sleeper sofa & told [redacted] "You can't accept this, its damaged." The delivery truck left. At approx 2:00 I called [redacted]. She checked stock and told me no more existed. I requested to speak to the [redacted]. [redacted] called & [redacted] emailed and spoke to [redacted] & at approx 4:00 [redacted] said she would reroute the truck back to our house now, & the sofa would be fixed in home at a date TBD. We agreed to take the damaged sofa, & waited the evening and received no call or delivery. Thurs **/7 AM [redacted] & I called [redacted] and the store ([redacted] off) and spoke to [redacted] for status, she emailed her superior [redacted]. No one called back on Thurs. On Fri 11/[redacted] and I called [redacted] and [redacted], [redacted] said they were trying to fix sofa and will be redelivering on Sat 11/* btwn 8-1 (no delivery on Fri). We had no bed for our company Fri eve. At approx 9:45 Sat AM, [redacted] called us, the truck with our sofa was being serviced in NJ and wasnt coming. [redacted] and I called [redacted] complaining again about no sofa delivery. [redacted] left message Sat evening with no remedy just "this will not be a quick resolve." We called [redacted] and store Mon 11/** and 11/** for an update, no info on damaged sofa or new one or remedy. On 11/** I spoke to [redacted] and he told me "I was beating a dead horse, no sofa is available, and that I should get over it". I am disgusted with innappropriate customer service & non cummunication from management.Desired Settlement: We expect: A brand new Smith sleeper sofa that we ordered to be delivered in a 2 hr window before noon this Sat . If this is not possible we will be willing to accept in its place a new inspected, undamaged, matching, full size Smith reclining sofa like the the one displayed in the Stamford Showroom, same delivery time. We expect to be financially compensated for the total of 8hrs of wait time in the past week, thus far and and the countless hours of agrevation as well as inconvenience of no bed for visiting family. I also expect a formal apology from Jennifer Convertibles company and [redacted] for the non-communication, unacceptable customer service, non-delivery, lack of inventory, and damaged merchandise.

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:

We did receive a replacement sofa, but we made it clear to [redacted] and her superior [redacted], that we expected to be compensated for our lost work wages, countless hours of unreturned messages and emails, and guest discomfort, No bed to sleep in.

We waited in excess of 12 hrs over 3 different scheduled delivery days.

At the very least, I feel we should be reimbursed the cost of the sofa and delivery.

Thank you for your help.

Sincerely

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

Business

Response:

Review: A leather sofa sold to us for 1200.00 falls apart

Be advised that we purchased a leather sofa in 2009 from jennifer for 1200.00 . the sofa has shed to a point where it is no longer usable . The company that manufactures this product is no longer in busiess due to severe litigation about the poor quality of the product it produces . Jennifer is only willing to abide a 50 % discount on a further purchase in a showroom where all products are already marked off 30 to 50 5 . IDesired Settlement: I am looking for a replacement of the product , or an additional discount above and beyond the meaningless 50 % they are offering .

Business

Response:

Sales Order # [redacted]

I am sorry the customer is dissatisfied with the offers made

to him. The furniture is 4 years old and issues the customer is experiencing

are no longer covered. Any warranties on this furniture expired after one year.

We made the best offer possible under the circumstances. A discount of 50% off

the regular retail price is in most cases below our cost. In addition we later added

to the offer that we would absorb the cost of delivery to the customer’s home

in Brooklyn by our third party delivery

vendor. This is a $159.99 value for delivery of a 4 piece set of 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:

Review: I purchased a sleeper sofa a little over a year ago. Since then the whole back of the couch collapsed. All the stuffing sunk to the bottom and the couch cannot be used now. It is lumpy and there is no back support. Jennifer Convertibles stated it was due to normal wear and tear but I live alone, I am a senior and retired. I only use the couch as a sleeper when one of my grandchildren come over so I don't know what wear and tear there could possible be. I ordered the couch in 9/**/13 but it was delivered in January 2014Desired Settlement: Fix the couch back to its original form

Business

Response:

Sales Order # [redacted]Although the customer’s furniture is out of warranty, as a courtesy, I am ordering the components necessary to service the furniture to factory specs. The component order will take approximately 4-6 weeks to arrive.

Review: I ordered a couch 4 weeks ago, and have yet to hear when it will be delivered or whether I will be issued a refund. I called ###-###-#### and was told [redacted] is handling the order but she has no phone number where she can be reached and they don't know where she is located.Desired Settlement: Refund the money if they can't deliver by the 5/**/15.

Business

Response:

Sales Order # [redacted]This is a special order furniture purchase. At the time of theorder (5/*/15) it was estimated to take approximately 2 – 4 weeks. Thefurniture arrived in our warehouse this week and the customer has beencontacted and the furniture has been scheduled for home delivery. We apologizefor any inconvenience caused this customer.

Review: I was never told I would have to pay a penalty yet along a 30% penalty for canceling an order that hasn't been received as of yet. I originally chose a livingroom set but when I wanted to cancel I was told I would have to pay a 30% penalty. At that point I was forced to find something to my liking to avoid this penalty, however I was told the item I was choosing had a wait time of two months. Of course I'm very upset but I feel stuck at this point. I found a very simliar set at [redacted] which is much less and will be delivered in less than five days. At this point I just want my money back and to never deal with Jennifer Convertibles again!! Please Helppp!!!Desired Settlement: ALll money returned in full!!

Business

Response:

Sales Order # ULC [redacted] / [redacted] / [redacted]Normally a cancellation requested after 48 hours requires a30% forfeiture of the merchandise total. As a courtesy to the Revdex.com we havereduced the cancelation charge to 10% of the merchandise total and will holdthat amount as a credit for the customer to use on a future purchase made inthe next 12 months. We will process the balance as a refund within 14 days ofthe customer providing us with her credit card information.

Review: I ordered 2 couches in August had had a ship date of Nov. Was called two days prior to ship date to say coming on [redacted] Nov **, I worked from home that day to accept the couches- called saying problem with couches, not making up from [redacted]. So took next [redacted] Dec [redacted]- was told will be up there- will have them. Sure enough [redacted] morning, they made it to ** but not on the delivery truck. Was speaking to the sales person, said [redacted] delivery on Dec [redacted] would only work in morning-first as have plans that day and company (who needed to sleep on couch--where he proceeds to tell me they arent sleeper sofas, didnt need his comments.) Did not think after working from home two [redacted]s requesting morning delivery was unheard of. It is now [redacted] morning, couches are set to arrive tomorrow, call the showroom for status (who even knows if couches made it to **) for tomorrow. The same salesperson said put in an early morning request to warehouse and didnt know why I was calling again, he would contact me. He did say [redacted] at [redacted] he would call, but I got busy at work I held off until. He is arguing why I am callnig back he said he would call me, I was wrong saying he was calling [redacted]- he said he was calling end of the week. First off, who argues with a customer. He then tells me I was screaming at him...which I was talking on speaker off a new phone that I then realized volumne was set high---wasnt screaming- never raised my voice. He then proceeds to say cant be screaming over couches it is holiday time must have something personal going on...oh and I still dont know when my couches are being delivered.Desired Settlement: I want at least a refund of the delivery charge for hassle plus something else for way he spoke to me

Business

Response:

Sales Order # [redacted]The customer’s furniture order was delivered on 12/*/14. Asofa on the order was refused by the customer due to it having damage. At thecustomer’s request rather than replacing the damaged sofa we cancelled andrefunded it in full. In addition, as a courtesy, for the previous inconveniencewe refunded half the cost of the delivery charge ($95.00).

Review: I ordered a sofa from Jennifer Convertibles on May **, 2015 from the Jennifer Convertibles showroom located at [redacted]. A delivery was scheduled for Saturday, June **, 2015. My first issue is that I was supposed to receive a phone call the day prior so that I would be provided with an estimated delivery time, yet I did not receive a phone call and the delivery service showed up at my door unannounced. Secondly, not only did they show up unannounced, they showed up with a damaged couch. Being that the couch was damaged I did not accept the delivery and was advised to go back to the showroom to speak with the employee who placed my order, so I did. I went back that day and spoke with [redacted] who placed my order and with [redacted] the [redacted]. My experience with them was not pleasant, and quite frankly, [redacted] was rude and demeaning. I explained to them that I would like a refund for the delivery charge and they expressed to me more than once that the couch was "on sale" therefore they were making minimal profit on the couch and because of that I would most likely not be able to receive a refund for the delivery charge. They said they would call and speak to corporate to double check and call me back on Monday. When they called me once again they explained that I would not be able to receive a refund for the delivery charge because the couch had been on sale. I explained to them that I wanted to speak to someone in corporate about the situation. They gave my one phone number which was not the correct department to call. I was then given a phone number for a Jennifer Convertibles associate by the name of [redacted]. I left a message for [redacted] on Monday, June **, 2015 asking him to please return my phone call. According to his voicemail "All calls are returned within 48 hours." I did not hear from him that day or the next. I then emailed him on Wednesday, furthering explaining the situation and again there was no response. I called him again Thursday, June **, 2015 and again today and I still have not received a call from him. I placed a post on [redacted] about the situation and someone responded immediately apologizing for the situation and asked me for my contact information. I gave them my information and still I have not heard from any associate from Jennifer Convertibles.Desired Settlement: I would like the delivery fee of $99.99 to be refunded to me due to the fact that I was not informed about the delivery and due to the fact that the couch was damaged.

Business

Response:

Sales Order # [redacted] The replacement sofa was successfully delivered to thecustomer on 6/**/15. Unfortunately no additional discounts can be offered tothe 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:No one has spoken to me personally about the matter. I have not received any calls back from any employees from the company. I have only received email responses from [redacted], which he was rude and unhelpful. In addition, I feel that their reason for not refunding the delivery fee is unacceptable. They are not considering a refund because they "Sell quality furniture at a discounted rate." I have asked for a phone number to contact someone above [redacted] and I have not been provided with that information either. I feel that requesting that I receive a refund for the $99.99 delivery fee is not an absurd request after dealing with the situation. Thank you,[redacted]

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

Sincerely,

Business

Response:

Sales Order # CTS [redacted] / [redacted]Upon delivery of the damagedsofa the customer was given the option of delivery of a new sofa or a fullrefund and cancellation of the order. Refunding the cost of the delivery was anoption we told the customer we could not offer. A new sofa was successfullydelivery a few days later. The customer is now re-visiting the delivery chargeissue in their Revdex.com complaint. As a courtesy to the Revdex.com we have now offered andthe customer accepted a refund of $50.00 of the delivery charge.

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: We first went there June [redacted]. We planned on purchasing a love seat, pull out sofa, coffee table, and side table. We were told that our order would take 6-8 weeks, because the side table was back ordered. We asked if the rest of the stuff could be delivered ahead of time, and they said it could but it would be another 200 dollar delivery charge. The [redacted], [redacted], was called over, and we were told there was nothing she could do because "the computer would not let her waive the charge". When she realized how much we were buying and we said we didn't want it anymore, she suddenly changed her mind and waived the second delivery fee. The said everything would ship besides the side table in 2-4 weeks, but that it would be closer to 2. After two weeks, we hadn't heard anything, so we called. We told them we were moving in on July [redacted], and they said the earliest they could deliver would be July [redacted], 5 wks after our initial order past the date we were told. We called Sunday, July [redacted] to confirm our delivery for Tuesday. We were told everything was in order, and we would be called Monday to set up a 5hr delivery window. Instead, at 5 on monday we were called and told there was a financial hold on our order because they didn't have proof of our address, something we were never asked for in the first place and that they had 5 weeks to obtain without ever mentioning it to us. They said even if we gave it to them tonight, or a credit card over the phone (which they refused to take), that the truck was loaded and had been for 3 days, and our stuff could not fit on. They said our order was never confirmed for delivery, even though it was...and were incredibly rude insisting there was nothing they could do. [redacted], our seller, then said he had been on vacation, which is why proof of residence wasn't obtained, since he had not taken care of it before leaving. I already took off work for delivery, and now have to again, and they refuse to compensate us or even cancel our order.Desired Settlement: All we want is to transfer our sale to the Jennifer Convertible in Manhattan, where we have received excellent customer service. However, the store in [redacted] is refusing to do this. We would also like to be compensated for shipping of 200 dollars, and having to stay home from work again, which results in a loss of 480 dollars in pay.

Business

Response:

Sales Order # [redacted]

I apologize for any inconvenience caused this customer. An additional $180.00 has already been refunded to

the customer’s GE Finance account. Delivery of the remaining item will be

handled by the corporate office once it becomes available for scheduling.

Review: When I purchased my leather living room set in 2/2009, I also paid for a Lifetime Repair Contract in case of any damage to the leather. In June of 2014, I contacted Jennifer Convertibles Customer Service at ###-###-####, and explained that I developed cracks in the cushions of the sofa and that I have a Lifetime Repair Contract. They told me to take pictures of the damage and email the photos to "[redacted]" with the contract number in the subject line. After weeks being told they still have not received the emails with photos, Customer Service send their technician ([redacted] at ###-###-####) to take the photos. Again weeks went by calling and calling, before a customer service rep told me yes they got the tech report and the tech's recommendation was not to Replace or Repair damages to cushions. Well at this point I was very upset and angry. Now the service rep calls me back and tells me Jennifer Convertibles will do me a favor and order the replacement covers for the leather sofa but they have to order them from overseas. That was August**, 2014!! I recently call Jennifer Convertible to follow up on this replacement order to be told it takes 20 weeks for delivery and I should be thankful they're doing this for me. When I brought this so-call lifetime repair contract I paid about $100.00 for the privilege of being jerked around in addition to purchase of the leather set. I want satisfaction.Desired Settlement: I want the replacement of my sofa cushions, immediately. I have waited long enough. I Jennifer Convertible cannot or does not want to repair the damages then replace my sofa. Which by the way is a sofa bed.

Business

Response:

Sales Order # [redacted]The customer’s furniture has been out of warranty forpeeling since April 2010. As a courtesy we offered the customer a couple of differentoptions. The customer chose to have us order replacement seat casings. Theparts were ordered with the understanding that they could take as long as 5months to arrive. A recent check has indicated that the parts ordered for thiscustomer are due to arrive in late January or February. Upon receipt we willforward them to the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and although at the time of purchase the warranty reads LIFETIME WARRANTY, I still feel that Jennifer Convertibles misrepresented themselves and took my money for this Lifetime warranty falsely. I have no choice but to accept this resolution and hopefully receive the 2 sofa cushions by February 2015.

Sincerely,

Review: I purchased a leather couch at Jennifer Convertibles on [redacted] December **, 2000 and also purchased their Lifetime Leather Protection Plan for $90.00 Sales Order Number [redacted]. I called the LLPP number October **, 2014 to report tears on the middle cushion and the right back cushion and was told they no longer honor the protection plan in MA or in FL.Desired Settlement: I paid the $90.00 in good faith to the store for lifetime service and feel the company should either refund my $90.00 since they cut out the service, repair my couch or give me a replacement couch. All of these options are listed on my policy plan under "Guarantees to the Original Owner" statement.

Business

Response:

Sales Order # [redacted]

We will refund the customer the $99.99 requested. A release

for the customer to sign and return is being mailed. The refund can be

processed upon return of the signed document.

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: In April 2014, I purchased a living room set and trundle bed from Jennifer Convertibles. When the furniture was delivered, the living room set was complete however the trundle bed did not have all the pieces which I wrote on the receipt when they delivered it to me. That was on a Sat, I was told to call the showroom about my complaint. I called them to no avail. Since I work very close to this location (next door to be exact) I went over there Monday afternoon only to find out that they had no answer, they would have to look into it. A week or two later I was told that the missing piece had been ordered and I would be called as to when I would receive the part(s) and set up a delivery date. After not hearing from them in about another 2 weeks I went back over there, they still did not have an answer so I demanded to have my money back. The next day the rep at the showroom informs me that the missing piece was on back order and that I had two options #1 They would send someone to pick up the bed and I would get a full refund or #2 take a refund of $200 and wait until Sept to get the missing piece, if by Sept I did not get the piece I would get a full refund. I agreed to get the refund for $200 and wait until Sept. I waited a few days to receive the credit to my finance account, there was none. I go back to the store only to find that this location is going out of business. I explain to the rep my situation because the usual person I dealt with was not there. He tells me I have wait 5-7 business days. I wait no credit. I call corporate I tell them the situation I ask him to have my acct notated with the arrangement that the rep, the general manager and myself had agreed upon (which was the $200 refund in exchange for waiting until Sept with a full refund pending if I didn't get the missing piece(s) and to have the general manager contact me since the store was going out of business. I didn't want this to go unfounded when they were no longer there, so I called Monday 6/** to see if my acct had been updated with our agreement, of course the agent had no idea what I was talking about, I had no credit to my acct and the general manager has yet to contact me. On 6/** I called to dispute the charges, since they show no promise to abide by the agreement that we made.Desired Settlement: I waited patiently to try to resolve this matter with Jennifer Convertible on my own. I was told several different stories at many different times. This location is going out of business and I fear that I would be stuck with half a bed with no one to help my situation. I would like a full refund and to just move on from this unfortunate matter.

Business

Response:

Sales Order # [redacted]

The additional component needed has been ordered for this

customer and the agreed to credit to the customer’s finance account was processed

on 6/**/14. Depending on how quickly the finance company applies refunds to the

account will determine whether the credit will appear on this month’s statement

or the following month’s statement. 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:

[I did not get my complete order for a trundle bed that was delivered in April, after many visits to the [redacted] and [redacted] location I was finally told that this item was on back order until Sept. On June **, 2014 I agreed to get a refund of $200 and wait for the missing item, however the very next day there was a sign stating that, that location was going out of business. Due to the fact, that I had been waiting over a month just to get an answer as to why I only received half a bed, for insurance on June **, 2014 I called corporate explained my situation and the agreement as to which had been signed and asked [redacted] (the [redacted] to contact me so that I could know who to contact now that the original location would no longer be there. I have an email from corporate to support this statement. As of June **, 2014 I still did not have a refund or heard from [redacted] or anyone else for that matter. Frustrated I called the finance company that the store works with GE Capital I once again explained the situation, I asked how long does it take for a credit to be refunded to my finance acct, when the rep responded only a few days I put a claim in with them. In the response from Jennifer Convertible it states that on June **, 2014 they processed the refund. I received a credit of $259 which is the amount that I entered the claim for, not what was agreed to in my agreement I signed with the location(which I have an copy of) If I had not called in a claim for the portion of the bed that I paid for with my Jennifer Convertible credit card (GE Capital) I would still be waiting. I have never had an experience like this with an other furniture company. I am frustrated and disappointed to say the least with this company!!!!!!

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

Sincerely,

Review: I purchased a 3-piece leather sofa set in July 2010 from the Company's West Hollywood store. In mid-2013, the leather began to peel on all the sections (not from mis-use).

On 1/**/14, I submitted a web claim and spoke to a customer representative regarding the leather on my couch and love seat peeling. They noted they were going to mail me new upholstery within 8-12 weeks then send a company representative out to my residence to re-upholster the damaged sections. The leather peeling got significantly worse, and I did not hear back from their customer service department so I submitted a new online request on May **, 2014. A customer service representative called me a few days later informing me that they no longer carried the couch, and could not send materials to fix the couch. They offered me a 50% discount on a subsequent purchase, however, after the poor quality of the first product and poorer customer service, I would not want to spend another few thousands dollars at their store purchasing a new couch, when the first one I bought didn't last.Desired Settlement: Pay to re-upholster the couch or replace the existing couch set.

Business

Response:

Sales Order # [redacted]

Although the customer’s factory warranty ended in 2011, on

1/**/14, we attempted to order on behalf of the customer replacement components provided

they were still available. Unfortunately we found out on 2/*/14 that components

were no longer available. A message was left for the customer letting him

know that this was the case. Since the replacement components were no longer

available we sent the customer a certificate entitling him to 50% our regular

in store pricing for a replacement purchase. A [redacted] spoke with the

customer on 5/**/14 after learning that the customer never received the

voicemail left on 2/*/14.

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 leather living room set as well as a lifetime upholstery warranty that is no longer being honored because the leather on the set has started to peel and crack. When I purchased the set I was lead to believe that as long as I took care of the set it should last a long time, plus the warranty would cover any mishaps. This is not the case. All of the pieces started to self destruct around the five year mark. The leather started to peel and crack, even the chair in the corner that no one uses except to throw our coats on. I have tried to get the ottoman repaired because my nephew put a hole in it to no avail since this piece as well as the others have cracked and no longer qualify under the restrictions.Desired Settlement: I would have never purchased the set to begin with had I known the poor quality.I would like a full refund of this set or replacement of the set.

Business

Response:

Sales Order # [redacted]

The customer’s furniture was delivered in 2005. According to

our files our customer care department has had no contact with this customer

since 2011. As a courtesy I will have a claims supervisor call this customer

and see what assistance we can offer.

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:

No one from Jennifer Convertibles has contacted me. In addition, I never contacted JC again regarding my situation since I thought I did not have any recourse. I recently read about others who had the same experience with their furniture and was encouraged to file with BBC.

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:

Someone from [redacted] from Jennifer Convertible's customer service center called my home phone on Friday, April **. I returned the call on Saturday, April ** and left a voice message stating the best number to reach me was my cell phone which I left. No one has attempted to reach me on my cell phone. I will try to reach them during business hours during my lunch break, if able. [redacted]

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

Sincerely,

**

Business

Response:

Sales Order # [redacted]

The call center is closed over the weekend. [redacted] spoke with

the customer on 4/**/14 and brought the matter to a mutually agreed to closure.

Review: Couch ordered on 10/** and approximate delivery date of 8-10 weeks quoted. 14 weeks later and we have no delivery date scheduled.

We ordered a "custom" sectional couch on October **, 2013. We were quoted 8-10 weeks for delivery of the couch. As we approached the 10 week delivery date, we learned that the manufacturer was closed for 2 weeks during the holidays and [redacted] neglected to factor that into our delivery timeline. Now we are approaching 14 weeks post- order and have no firm delivery date. We are told a 30% restocking fee applies if we cancel our order. We never would have placed the order if we had known the wait time would be this long.

I have asked multiple times to speak with a [redacted] about this issue but no one has returned my calls. I cannot fathom how, in 2014, it is not possible to email or call the manufacturer and obtain a firm delivery date.

We want this piece of furniture delivered in the next 2 weeks, or we want a FULL refund.Desired Settlement: We want this piece of furniture delivered in the next 2 weeks, or we want a FULL refund.

Business

Response:

Review: Jennifer Convertibles is unwilling to exchange a sofa bed mattress under the Jennifer WorryFree Guarantee I usually dont complain about purchases unless I feel Im being ripped off by cheap quality and/or bad customer service. 11/**/12 Purchased new sofa bed mattress (memory foam) for the JC sofa bed we purchased about 7 years ago (just had basic spring mattress and we needed pads to make it comfortable). Upon asking what the density of the memory foam was (quality) the sales person had no idea but he assured me that the mattress was good for every day use. 12/**/12 Mattress Delivery. 8/*/13 Noticed big rip at the seam,sent photos to JC explaining situation; 8/*/13 re-sent email since havent heard anything but finally heard back. 9/*/13 Replacement Mattress Delivery. 11/**/13 after only about 3 months - again, noticed a rip at the seam of mattress; also compared to the 1st mattress, the firmness of the replacement mattress declined considerably to the point where it was uncomfortable sleeping on it (feel the metal bars & visibly sagging). Sent photos to JC along with explanation. 12/**/13 JC sent [redacted] and he confirmed to me that mattress needs to be replaced for obvious reasons. Then called JC customer service weekly without success. 01/**/14 I was told they are not replacing the mattress but would send somebody to sew it back together. Firmness of mattress is a matter of taste they said...I guess some people love to feel the metal bars...01/**/14 discovered black mold on bottom of mattress, not sure how long there. Bed has been aired out daily with window open so poor ventilation no issue. Must be mattress. did not happen with 1st mattress. Also mattress damaged panel under mattress. Husband has [redacted] and [redacted] (that got worse so we worry...)so no way mattress can stay in apartment. Sent JC email today with photos, saying I will bring it back to store and they need to replace mattress since health is top priority. Told them I would contact Revdex.com as well.Desired Settlement: Replacement of mattress or money back

Business

Response:

Review: I purchased a new dining table, chairs, buffet table, and china cabinet from Jennifer Convertibles in [redacted] on September [redacted],2015. It was a floor model on clearance. The price was $1100 plus $66 tax plus $139.99 for delivery, giving a total of $1305.99. The saleswoman and I thoroughly documented the marks and scratches on the receipt. It was explained that because this item was a floor model and not being delivered from their warehouse, it may take up to two weeks to receive the items. We understood and accepted that. It was also explained that the delivery was “white glove service.”

The items were delivered on Sunday, September [redacted].

There were numerous problems with the delivery. First, there are two large marks in the back corner of the buffet table that are clearly from straps. These were not there in the showroom. Second, there is a large scratch in the center of the china cabinet that is very easy to see. Again, this was not present in the showroom or indicated on the receipt. Third, two of the three drawers in the buffet cabinet could not be opened because the silverware holder inserts were crooked and in the way. I had to remove the back panel and put them back into place, which took quite some effort. Fourth, there was extra hardware lying in the bottom of the China cabinet. It was not until I removed the back panel of the buffet table to fix the drawers at I realized the hardware was to anchor the China cabinet to the buffet table.

This is not our definition of “white glove service.” My wife called the [redacted] store on Tuesday, September [redacted], 2015 to get someone out to fix all these problems. They told her to “call the Jennifer customer service line, but there is probably nothing they can do because it is a floor model.” The next day, my wife called the Jennifer customer service line as instructed. The rep confirmed what the store employee had said. There was nothing they could do because it was a floor model item. She offered to write a note to her boss to see if they could do something, and the boss was supposed to call us back. Not surprisingly, we did not receive a call back.

While we understand the limitations on warranty, the as-is condition, and the no return policy with a clearance floor item, that should not be used as a blanket excuse for poor handling and customer service during and after delivery. We are not asking to return the table, chairs, buffet, and china cabinet. We want to be compensated for the damage done and extra work required by me to be able to open the drawers. The damage that existed prior to it leaving the showroom is documented on my receipt and there was nothing wrong with the buffet or china cabinet. Why did the store rep and I document the damages in the showroom if Jennifer’s says it doesn’t matter on a floor model? Clearly the sales rep thought it was part of the sales process. Additionally, instead of being able to promptly put our belongings back into the drawers of our new buffet table and china cabinet, they sat out for three days while I tried to fix the drawers. This is unacceptable with a one year old in the home.

I would be happy to provide photos of the damage and my receipt.Desired Settlement: I request a partial refund to compensate me for the new damage to the furniture and the poor delivery.

Business

Response:

Sales Order # [redacted]We have contacted the customer and brought this issue to closure.