Jennifer Convertibles

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: 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: 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 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: 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.

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 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 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 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: 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 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: 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 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: My order was placed at JC in the [redacted] location. I looked at the product with a salesman, [redacted]. When I returned to purchase the product I made it a point to see [redacted] again since he spent the time with me on my initial trip to the store. He placed the order and filled the forms out in front of me. He asked me if Sept. [redacted] would be ok for delivery. The date was selected and I left with my invoice/agreement. On wednesday, September [redacted] I received a message from [redacted] to call him back. When I did he fumbled over his words and said he made an error on the order. Apparently he ordered the wrong table but he fixed it and that two of the 4 chairs are not in stock so I can get my table on the agreed date. I explained that this isn't working for us because we need the table for a finction we are hosting and that if the table is available to deliver it and the chairs when they arrive. He told me he would contact his [redacted] and call me back before 630pm that evening. I never received a call back. When I called him on Thursday, [redacted] asked me if I wanted "[redacted] 1 or [redacted] 2". When I said I do not understand she said the [redacted] or [redacted]? I found that offensive and she took my info and said she would look into it and call me back because [redacted] 1 was off. On Friday @5:30pm my husband called, got the run around no apology and was told he wouldn't be getting any delivery for at least another week. I immediately called back to be told [redacted] again #1 was not available and was left on hold. Called back three minutes later now upset to be told that [redacted] was helping a customer and that this person could not cancel my order was nasty and put me on hod yet again. On the 3rd call I simply said hello I want to cancel my order. [redacted] took my info. And she then said let me put [redacted] on....! He mumbled on the phone and never once said I am sorry or let me fix his issue miss. Nothing! I told him his lack of communication, his failure to respond, call back or even apologize are the reasons I'm canceling my order and I want a full refund. Still no apology and said the refund would take 7-14 days! I told him that is absurd since it took ten seconds to hit my credit card on the purchase and the least he can do is get my refund sooner.Desired Settlement: This situation would never had gotten to this stage if communication was kept up by the company and if they would have delivered the table without the chairs as I requested due to the salesman's mess up. I would love to receive word that they are willing to get us the table at the same or lesser price and at least provide free delivery. An apology would be accepted too.

Business

Response:

Review: Purchased an air mattress for sleeper sofa 12/**/2012 and the mattress developed leak - had first mattress replaced, 2nd mattress has developed leak.

Purchased air mattress for sleeper on 12/**/2012 and developed leak within first 6 months. Took three months to get a replacement, now replacement has developed leak - I want upgraded mattress to replace air mattress because it is obvious that this mattress cannot be used every day.Desired Settlement: Give me upgraded mattress to replace air mattress and refund me the difference from the original cost of $352 for the air mattress to what the upgrade of regular type mattress would be.

Business

Response:

Sales Order # [redacted]

The air mattress is still under warranty for manufacturer

defects. Without benefit of a tech visit, I am ordering a replacement bladder

for the customer. The factory will ship it directly to the customer. In order

to protect the new bladder from future failure the air mattress needs to be

given enough time to deflate prior to closing up the sofa bed. If closed up too

quickly the trapped air puts pressure on the bladder causing a leak or bubble.

The factory recommends opening the valve and giving the air mattress at least

15-20 minutes to properly allow for deflation.

Consumer

Response:

I did hear back from [redacted]. I had purchased a sofa bed with air mattress. After 2 had holes in 9 months I wanted a regular mattress. NOT another air mattress. The regular matters is also cheaper. I didn't care I just wAnted a regular mattress instead of the air mattress. [redacted] said no. They sent me another air mattress. Exactly what I DID NOT want. Made no sense to me since a regular would have cost them less money to fix the problem. I asked [redacted] to please speak to her supervisor in my behalf. I did not hear back. She also said that she only sent another air mattress was because I made a complaint to the Revdex.com. I told her I would return the new air mattress if they would just give me the upgraded regular mattress

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]

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

Sincerely,

Review: Purchased a leather love seat, couch, and ottermen from above company. This was back on 7/**/09, order number [redacted]. Items purchased in clearence center, had cuts or tears on back of sofa. In past few months the leather is peeling away from the seat cushions and top of ottermen. My wife and I have no pets and childeren are out of house. I say this is a manufactures defect. Leather furnature does not peel from seats, this is not normal. They state I am out of warrenty period, and sicne I purchased items in Clearence center they will not look out or order replacement cushions for the set. Items sold as leather, and leather does not peel like this.Desired Settlement: Want replacement cushions or covers to replace items that are falling apart. 5 cushions, and top of ottermen if possible.

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: 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: 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.

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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: 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,