Jennifer Convertibles

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: 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: 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: On June [redacted], 2014 I made a purchase of a set of sofas, coffee tables, end tables, and an accent chair. Initially the delivery was scheduled for June [redacted], 2014. A week later from the purchase date, [redacted], (one of the customer representatives for Jennifer Convertibles' showroom in [redacted]) contacted me to inform me that one of the sofas (Valentino Chair) was going to be late two weeks from the promised delivery date. Because I really liked the furniture I purchased and I figured my order was going to be completely delivered within 6 weeks, I accepted. One week after my first delivery, around the [redacted] of July, [redacted] (the other customer representative for JC's showroom in [redacted]) called me to schedule the time for my second delivery, which he had scheduled for the first week of August, he explained that because the chair actually wasn't available, I had to wait a few more weeks to have it delivered, to which I did not agreed. I expressed to [redacted] my discomfort and asked him to have my second piece delivered by the date promised (mid of July) and I even offered to pick it up myself if necessary. Since we didn't get to a mutual agreement I asked to speak to the [redacted]. After three attempts to speak to him, about two weeks later he finally returned my call. [redacted] did not expressed any efforts to solve the issue, instead he offered me to cancel the second piece for my sofa set, and very frustrated I made clear to him that I wasn't going to keep only part of the set I planned for my living room, I explained that if the Valentino chair wasn't going to be delivered, then that I was going to return everything, to which he responded that it wasn't possible due to returns policy. Very upset I argued with him and hang up. The date of the second delivery passed and no furniture was delivered. When I contacted the showroom in [redacted] (first week of August) to find out what had happened, [redacted] told me she was going to return my call, that she needed to speak to the [redacted] to figure out the status of my delivery. No call was return, therefore I called them back next day. After numerous calls, they finally answered! [redacted] informed me that the Valentino chair had been cancelled. She did not give me any explanation, and she finalize the call telling me that there was going to be a partial refund. Not happy at all I tried contacting JC customer care hotline, to which after many attempts, to date, I haven't had any luck to speak to a human being. Six months have passed since the purchase date, and to this day, no apologies, product, or any refund had been provided to me. Jennifer Convertibles have failed to honor an agreement of delivery, they have shown no interest in providing customer care, their unethical sales practices by advertising a product that is not available and their unreasonable delay and failure in completing services has caused lots of waste of energy and time. At this point, event though I love the furniture I chose to buy from JC, due to the poor and unsatisfactory customer service provided by Jennifer Convertibles team, I just want to get my money back and to never hear or deal with this company ever again. I wish I had never stopped at that store in [redacted].Desired Settlement: Apology, refund cash and credit card credit

Business

Response:

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

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

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

Sincerely,

Business

Response:

Sales Order # [redacted]Perhaps the customer did not understand our previousresponse we have agreed to refund the part of the order that we were unable todeliver to the customer along with the part of the order that is currently the customer’shome. The furniture that is in the home is scheduled to be picked up on1/*/2015. A refund in full for the entire order will be processed at one timeupon return of the furniture that is currently in home. I will have the localshowroom contact the customer and reiterate this information.

Review: I had purchased a leather living room set in 2009 from the [redacted]. Within 18 months the leather (or what I thought it was to be) started to fraying (the leather was peeling off on small sections of the couch). I contacted the location it was purchased from in 2012 and I was told that there was not anything that could be done. I was then referred to customer service in which interactions began with an unknown customer service representative. The fraying (removing of the leather) began to get worst in 2012 and visited the store in person and then was told to contact Customer Service yet again. After numerous calls back and forth with [redacted], even sending photos of the couch it came to light that I did not purchase a leather couch which was what I was told I was purchasing back in 2009. During the 2009 purchase a upholstery shield lifetime LEATHER protection plan (for $199.99). Nowhere during the conversation with [redacted], the customer service representatives or even the location where I purchase the living room set from that was it not leather up until August *, 2013. [redacted] stated that my couch was not leather because it was not indicated on the receipt. I apprised her that when I made the purchase I was told that it was a leather couch and was even offered leather protection additives to ensure that the leather was maintained. If this living room set is not leather than what is it? I was clearly told several different times that this was a leather couch otherwise why would I spend $1,999.99 on fabric material. Clearly [redacted] does not want to come to the table to resolve this. I was offered a new couch with a loveseat but it was only certain models and I would have to pay $385.00. This is completely absurb! When I spent the $1,999.99 I clearly intended for the couch to last at least 8-10 years. I am furthered insulted that they would ask me to spend ADDITIONAL money on furniture from their store. I flatly refused.Desired Settlement: Clearly this is false advertisement. I was told by the sales representative I was purchasing a leather living room set. I would like to receive $1300.00 back. I never was able to utilize the $199.99 Leather Protection Plan because the living set was not LEATHER. Furthermore the depreciated value of the couch on a yearly basis at $100.00 a year would suggest that I should receive back $1300.00. I do not want any additional furniture from them. The false advertisement in itself is an insult to any and all customers who feel they are purchasing leather. Lastly the customer service rep [redacted] is rude and uncompromising.

Business

Response:

Review: Defective Sofa purchased from Jennifer Convertibles Upper West side Manhattan Location in New York City 2 weeks ago.

I have had a Jennifer Convertible Couch for 2 weeks and have not been able to use it because the down feathers are already coming out. The store said that they needed 2 weeks to find me a furniture technician to come and take a look at the couch but this technician was supposed to show up today 7/**/2013 between 9-2pm but they did not show up. I called customer service and the woman named [redacted] was very rude and not understanding. I want them to come and pick up the couch and offer me a refund because I cant use it.Desired Settlement: I want a total refund. I spent over USD 1350 on this couch that I cant use, I have lost my faith in this company and their products. I just want them to pick up the couch and issue me a refund.

Business

Response:

Review: I took out a lifetime fabric protection plan for my sofas that was purchased at Jennifer Convertibles, they sent me a letter stating this was not covered by my policy, due to customers nicks, cuts punctures ETC., this was wear and tear of the sofa material, I spent my hard earned money on these sofas and want my lifetime protection plan that , I paid extra for to be honored.Desired Settlement: I want the sofa with the damage to be replaced with a new one, because it was the material and not me that caused the damage.

Business

Response:

Review: I bought a chair at this location in 12/2015. I was not told that furniture deliveries were only made on specific days (Tuesdays/Sundays only). I work every Tuesday/Sunday; if I had've known this information, I never would have purchased this product. I was contacted 2 months after my purchase and told that I could only receive my delivery on these days. I asked if I could have the delivery on another day, and they refused. I also stated that I would pay any additional fee to have the furniture sent on another day, and they refused.

They stated that I have to receive the delivery on these days and if I returned the furniture (due to their inability to delivery it on another days of the week), I would have to pay 30% of the original cost of the furniture.

I now have to incur lost wages from my job in order to receive this furniture delivery. If all of their delivery information, including the terms of Tuesday/Sunday only delivery, were initially disclosed, I would have ordered from another company. I am filing this complaint for failure to disclose pertinent delivery information that is not resulting in lost personal wages from my job.

The salesman's name was Paul ###-###-####. The regional manager is Michael Gale (###-###-####, ext [redacted])Desired Settlement: I would like some form of compensation, whether it be (lost wages), discount, or return of furniture with no fee.

Business

Response:

Sales Order # [redacted] The customer was contacted. An alternate day of the week was offered to the customer. The customer then selected a mutually agreeable delivery date, bringing this issue to closure.

Review: Leather furniture is cracking. This furniture is hardly used and is wearing/cracking on unused surfaces. Inferior quality. Not nearly normal wear and tear! I saw other complainants interviewed on television with the same comments and concerns.Desired Settlement: I would appreciate a service visit to ascertain a refund or exchange.

Business

Response:

Review: I ordered bedroom furniture. After not getting it for 4 weeks I called back n was told that delivery came but was damaged n unfortunately they discountinued that model. They refused to give money back I asked me to pick another. I picked another n told it will be delivered on Friday next week. However Wednesday I got a call that they can't deliver this Friday. Finally furniture came but it was wrong color. I refused the delivery. Now they refuse to give me my money back. How can I resolve the problem? They saying it's not their problem you got what ur delivery and refused it.Desired Settlement: Refund

Business

Response:

Sales Order # [redacted]The customer’s order has been cancelled and a full refund is being processed to 2 different Visa accounts.

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 living room set in November of 2008 and purchased the additional lifetime leather protection plan for $200. The guarantee covers “accidental customer caused nicks, cuts, punctures, rips scratches and cigarette/cigar burns.” I contacted the business on 07/**/15 to report two pin size puncture holes in the middle cushion and one approximate 1 inch slit in the right cushion of my leather blend three cushion sofa. Both accidently caused and both reported within 7 days. I followed their process of e-mailing pictures. The right cushion had two small cracks from wear and tear. I did not previously report this because wear and tear is clearly excluded from the warranty, nor am I including it in the claim I currently filed with them. I had a technician come look at the couch on 08/**/15 who took his own pictures and stated that the cushions are attached and all three would need to be replaced and that he would order the part and they would be replaced.

This week I receive a letter stating my claim has been denied for not following under the terms of the warranty. I know that as a fact not to be correct so I contacted their customer service department today. She stated that the warranty was essentially void for the entire piece of furniture because the two small cuts from wear (that I did not request fixed) existed and in order to cover the damage that I reported that IS covered they have to replace all three cushions due to the design of the couch. So I’m being told two tears caused over time cancels out the damage that is clearly covered according to the wording in their own warranty. The representative told me to reference the line in the warranty that states “cumulative multiple damages not reported within seven days of each occurrence (are excluded). Fading, Cracking and Peeling (are excluded)” as to her explanation as to why my claim is being denied. If anything it proves that I am following their exclusions guidelines. I did not report the two small cracks caused by wear and tear since they are clearly excluded nor am I expecting it to be fixed and I reported the accidental damage that I am requesting to be fixed within 7 days of its occurrence.

The fact that the couch is designed in a way that requires all three cushions to be replaced is not justification to reject my claim for damage that is covered under the warranty. There is nothing in the guidelines of the protection plan that state anything about design or amount of work needed to repair something might lead to a claim being denied.Desired Settlement: This company needs to honor their paid agreement with me and fix the requested damage.

Business

Response:

Sales Order # [redacted]Although cracking or peeling is not covered by theUpholstery Shield plan, I have asked a service tech to repair, best as possible,the customer’s chief concern 2 pinholes caused by a set of keys. The punctureswere not mentioned in the tech’s report. The punctures may have been overlookedif the surrounding area was peeling which would make repairing the area notpossible. We will send a tech to make the attempt, if possible, as a courtesy.

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] You made no mention of repairs to the cut/slit on the right cushion. As you can see from the photos it is approximately 3 inches away from the pealing caused over time (which I am not asking, nor do I expect it to be fixed). The same set of keys/ metal key ring that caused the punctures in the center cushion caused this and I reported all damage in a timely manner. The two small holes are located in the center cushion. There is no other damage anywhere on this cushion. I sent pictures and a description of the damage when I first filed my complaint and pointed it out to your technician the day he came to by home. I do not understand why he would not document it. He even stated that the damage I pointed out to him (as described here) would be repaired and to wait for the parts, but then your follow up letter stated otherwise. It is not a courtesy as you have stated that you repair the damage to my couch. I paid for your shield plan and under its terms I have the right to expect that these repairs will be performed. I bought two additional furniture pieces from your store with warranty and don't want this to be an ongoing issue if those ever require covered repairs. Please follow through and fix the damage I am requesting.

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

Sincerely,

Business

Response:

Per our previous response: The customer is scheduled for service on 9/**/15.?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the only one Jennifer convertibles is willing to offer. This business did not follow through with what their sales representative claimed would be covered under the warranty and what it clearly states in writing it would cover.Only one part of what needed to be repaired was done so on 09/**/15 and the other cut that occurred at the same time and I reported to them they are refusing to fix.It would appear that this company has no intentions of being honest and following through with making this situation truly right and I have to accept this unfair outcome.

Sincerely,

Review: Defective Love Seat

I called in the original claim for my love seat in February. The technician came out and reviewed the issue over a month ago. I was told that my parts were being ordered and would be delivered two weeks from the technician's review.

I waited over three weeks and contacted customer service only to be told that my parts were ordered from overseas and would take 14-16 weeks.

As of 2 weeks ago, the left side is having exactly same issue as the originally reported right side. I called once again to be told a technician will be sent to "review" the new issue. To date, I've still not heard anything regarding the left side and a technician has yet to contact me to schedule a "review". I'm gathering that will mean another 2 weeks before they even come to look at the chair and an additional 4 months for MORE parts!

Obviously, I received a defective and poorly crafted love seat all together. At this point the entire seat isn't working and looks terrible slumping in my brand new home.

Needless to say, I am very disappointed in the product and service that I have received from Jennifer Leather dating from the delivery of my furniture which was over an hour late and the delivery men basically dropped it and rushed out. I have an entire love seat that is 3 months old and useless.Desired Settlement: I would like for Jennifer Leather to replace the love seat or issue a refund.

Business

Response:

Sales Order # [redacted]Components ordered for this customer are taking longer thananticipated. Management has issued an authorization to exchange the customer’sreclining loveseat. The local showroom will contact this customer in the nextfew days to arrange for the delivery / exchange.

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 my sleeper sofa 4 years ago along with a 5 year warranty, which I did not want to purchase but was told I had to. I filed a claim with Guardsman to repair the cracking/bubbling on the back and seat cushions but was told it is not covered. I do not see that exclusion in the warranty information I have. The defective/damaged cushions are supposed to be replaced if the damage is reported after 5 days of occurrence which I did.Desired Settlement: I would like the cushions replaced or repaired, or the cost of the warranty refunded.

Business

Response:

Review: I purchased a leather sectional October 2011, I also purchase a warranty to protect my sectional . We'll in Dec 2013 I noticed my couch had a few bubbles in the leather which naturally peeled away and is now missing sections of leather on my couch. I called [redacted] and was told because I didn't put a hole or cut the leather the defects are not covered under my warranty. I called the store the associate was wonderful he. Told me to call the customer service phone number which I did and they were awesome! The woman I spoke with understood my situation and as a courtesy she ordered me the parts that I would need to have my couch repaired.. I was thrilled! Until Monday 3/** almost 4 months after the parts were ordered I received a phone call from a not so nice woman who basically told me your parts are discontinued have a nice day. I was so upset, for one now I'm stuck with a piece of junk in my living room that I have covered with blankets because I'm embarrassed for anyone to see. A warranty that is pretty much bogus because if it's defective it's my problem and if I rip it or cut it it's covered. I called the store back in [redacted] place I spoke with a gentleman who told me to call customer service back and have them issue me a credit because it cannot be exchanged my sectional is discontinued. When I called customer service they said they can give me a coupon so I save 50% off my next couch. I am sorry that's insane!! I don't have an extra $500 or even a $1000 to go replace a couch that should not have fell apart like this to begin with. I have been bounced around left & right. Now I was told call corporate , which does not even answer the phone or return phone calls. I would appreciate any help in this matter. My husband & I are living paycheck to paycheck right now we work hard and I am very disappointed that I can't get any help.Desired Settlement: I would like my couch to replace with something comparable, if it cannot be for the same couch. And an adjustment for a warranty that I can never use.

Business

Response:

Sales Order # [redacted]

A [redacted] has contacted the customer and we

have come to a mutually agreed to accommodation to exchange / replace the

furniture.

Review: February **, 2014[redacted]###-###-#######-###-#### Revdex.com Dear Sirs, I bought an Ashleys Timberline King size Storage Poster Bed with dresser, mirror, nightstand and chest (receipt copy included) at Jennifer Convertibles located at [redacted]. Their telephone number is [redacted]. The set was delivered on December **, 2013. I bought it online on Black Friday (11/**/2013) because of an advertisement I had seen online or on television that everything was 36% off. I bought it that day at the online price of $1530. The salesperson told me that the online price of $1530 was already 36% off the regular price. However since Black Friday to the present I have been checking and the price is still $1530. I called them on several occasions about this beginning form right after Thanksgiving weekend. I feel I should have paid 36% off the online regular price of $1530 which would be $979.20. Otherwise I am not sure what the Black Friday sale was.I could have paid that amount any day of the year. In addition I dont believe, but I am not sure, if I got a discount off the Sealy mattress I also purchased that day for $485.Thanking you for your service to the community and your cooperation regarding this matter.Thanking You,[redacted]Desired Settlement: At the store I was told that the King Timberline Poster Bed with storage at the $1530 price online was already discounted at 36% off. I checked the price online at their website that following Monday and ever since and the price has stayed the same. I called before the delivery on numerous occasions and one point even quoting Ashley's price for the same set which was in the $1250 range. I should get a refund of the total 2411.57 - 36% = $1543 or $868 refund.Thank You

Business

Response:

Review: We have a sectional sofa from Jennifer Convertibles that we bought 2 years ago. After only a few days, a part of the sectional sofa was been replaced. The sleeper part was replaced for a nonsleeper part as the sleeper part was completely defective. Although we bought insurance, Jennifer Convertibles refused to refund us our money. Our choice was to take a new nonsleeper portion of the sectional or a store credit for a different sofa, but the credit would only cover the portion of the sofa that was defective. We chose a new nonsleeper portion even though we bought the sofa because we wanted a sleeper and we did not want to buy another sofa for only the credit we would get for one portion of the sectional.

Now the same part of the part of the sofa that was replaced has an issue. The leather has ripped at the seams. We are dealing with the same person as last time. His name is [redacted]. He will not weven offer us store credit for that portion of the sofa.Desired Settlement: Refund in Full

Business

Response:

Sales Order # [redacted]

The customer called our claim center on 1/**/14. Although

the factory warranty for seams expired after one year, we agreed to send a

technician, as a courtesy, to service the sofa.

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]

We purchased the "3 part sectional" in February, 2012 + we paid extra money for the guardsman 5 year insurance policy.

The sofa was delivered in March 2012 and within days we noticed the sleeper portion of the sofa was defective. It took until October 2012 for Jennifer Convertibles to replace the sleeper portion with a non sleeper portion as the sleeper portions are defective. We were also given the option by [redacted] of the company to exchange the sleeper portion ONLY for a completely different sofa, via a small credt. This was not acceptable and not fair as we could not have the other two portions of the sectional and another new sofa that did not belong together and the amount of credit for the defective section was not enough money for us to get an acceptable sectional sofa. I contacted guardsman a few days ago and they explained in writing that their policy does not cover the problem the ripped/ torn portion that we now had for only about 14-15 months later. The ripped portion is the portion that was replaced originally.

We want and fairly deserve a full refund for the entire 3 pieces of the sofa as the sectional is made of three joining parts creating whole sectional. If this were done from the beginning, we would not be in this position now. We would have used the money to purchase a sleeper sectional from a more reputable company.

It is clearer to us that this piece of furniture is flawed more than evidenced from the beginning. The same portion of the sectional has continuous defects. Please be fair and give us a full refund.

There have been published law suits from other consumers of this wrigley sofa/sectional where consumers won all their money back.

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

Sincerely,

Business

Response:

Sales order # [redacted]

Although the customer’s furniture was out of warranty we

agreed to send a technician to the customer’s home, as a courtesy. Based on

that visit we have ordered a replacement attached seat casing for the customer’s

sofa. Upon receipt we will send a technician to install the new cover.

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,

This is not satisfactory. Clearly everything I have expressed has been ignored. I am being forced to accept this. The Revdex.com is just as useless as Jennifer convertibles customer service.

Review: We purchased a sofa and a "lifetime warranty". I contacted JC and they referred me to a process to send in pictures of the sofa. They denied it on two occasions via email only and refused to provide me an individuals name and number to discuss nor would supply their policy and procedures. The emails just stated that it was my mishandling of the product that caused the damage.Desired Settlement: Honor the lifetime warranty.

Business

Response:

Sales Order # [redacted]

The customer provided a photo of the damage to their furniture via

email and we responded via email as well. Other furniture in the background

appears to still be covered in plastic from moving day. The damage to the top

of the back of the sofa is extensive and clearly moving damage. (Copy of photo is attached)

This is neglect and is not covered by the Upholstery Shield plan. I will ask a

customer care rep in the next few days to contact the customer by phone in

order to explain this to the customer live.

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 business has made erroneous assumptions and did not even bother to discuss it with me. The reason there is covering on the furniture in the background is because I was having the room redone and the painters covered the furniture. There was no moving or mishandling of furniture. We moved to [redacted] in May of 2012 and the furniture was fine then.

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:

Hi [redacted],

Review: I bought a leather coach from jennifer convertibles on 2/**/08 with a life time guarantee, the leather sleeve of the coach cushions are ripping. I have tried to call customer service the phone doesn't work. They misrepresent customers with a phone line that plays music & no one ever answers the phone. They should list a phone number where the customer service can be reached. They are unreachable, the phone number is set up not to speak with their customers.Desired Settlement: Refund.

Business

Response:

Review: I purchased a sofa and love seat from this location less than 6 months ago. The threading on both the sofa and love seat are separating from the furniture. The fabric is wrinkling and not flat against the couches. I had them come out and try to fix the problem but the service worker made it worse. They ordered new parts for the couches but its been several weeks and they still have not arrived. I called customer service again and they told me I had to wait for the pieces to ship. I told them how unhappy I was and they didn't care. So my couches look terrible and are ripping at the seams and they don't care. I wanted some sort of compensation, and they said absolutely not. They won't even exchange them for new couches. Terrible customer service!!!!!Desired Settlement: I would like to exchange both the sofa and love seat for new items. And I also feel I should be compensated with monies for having to wait several weeks for parts to be ordered and shipped. Having couches sit in my home that are falling apart is unfair to customers who spend their hard earned money on their items.

Business

Response:

Sales Order [redacted]I am processing an authorization to exchange the customer’sfurniture. The local showroom will contact the customer in the next 7 days inregards to availability / delivery timetable.

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 were recently informed by [redacted]'s [redacted] at [redacted], who we visited with on February [redacted], 2014 and who had informed us of your decision in late January, that with regard to the longstanding problem detailed below, that you had offered three possible solutions:

1. A $250.00 refund.

2. A fourth visit by a [redacted] Technician

3. A replacement sofa.

With regard to the refund of $250.00 my wife and I find this entirely inadequate seeing as the cost of the purchased sofa was $2,407.00. As far as yet another visit by a technician, what would be the point when the past three technicians who visited our apartment said that the damaged arm needs to be replaced altogether? Thus any repair of the damaged arm at this point would only be short lived like the previous three repairs. I would again point out again that our sofa was damaged as a result of the substandard delivery company that your firm employed to deliver our purchase. With regard to a replacement sofa, we have, after many visits to your store at [redacted] and other [redacted] locations, have found nothing that is comparable in quality or style or size, all determining factors in our decision to purchase our [redacted] sofa. At this point and after a year of effort and aggravation and with no apparent solution forthcoming from your company, we see a complete refund or another [redacted] Prague sofa, though with different fabric as the only acceptable solution.

We have answered your original offer within the 21 days time that was attached to that offer and we have pursued, in good faith, a remedy within the terms and conditions set forth in [redacted]'s "Worry Free Guarantee" with it's one year time limit. [redacted]'s "Worry Free Guarantee" guarantees that your product will be free of defect one year from the original delivery date, which was February [redacted] 2013. Had your organization not dragged out the process of replacing this defective sofa, we would have been able to get a replacement of the same sofa from [redacted] while [redacted] still had a business relationship with that company. As per your [redacted] we understand that this sofa is still in production at [redacted] which we have independently verified by visiting that company's website. We want another of the same sofa, though with different fabric -- as this fabric is also problematic--see emails below, or we want our money back. As detailed above we see no other acceptable solution at this time.Desired Settlement: Total refund due to no suitable solution being forthcoming from [redacted] at this time. Their replacement sofas are inferior in both quality and design to what we purchased from them and they no longer carry the [redacted] products so thay are unable to exchange the damaged sofa for a new one.

Business

Response:

[redacted] Order # [redacted]

We have tried to meet this

customer half way. The furniture is up to factory specifications and has no

defects. The customer apparently is just unhappy with their selection. As a

courtesy we offered to have the customer reselect to a different model without

any return / restocking forfeitures. We are absorbing the cost of the exchange

along with the cost of liquidating the returned sofa. A [redacted] from the

call center attempted to reach the customer by phone last week to discuss this

further. A message was left. To date the customer has not returned our call.

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]

I totally disagree with [redacted]'s statement that the furniture is up to factory specifications unless those specifications allow for protruding fasteners and the upholstery being pushed out from the side of the couch. Please see attached photos of the state of the damage as of November 2013 and March 2014 We are not unhappy with our selection rather we are unhappy with the fact that the subject furniture was dropped by the unprofessional, fly by night delivery service that [redacted] employed and that said piece has not been properly fixed or replaced by [redacted] to date. While [redacted] did offer a new sofa as a solution, none of their current inventory matches the purchased piece in either style, comfort or quality. The purchased piece was manufactured by [redacted] Industries with whom [redacted] no longer has a working relationship. Had [redacted] offered to replace the piece with the same [redacted] product before they severed their relationship with [redacted] we would no now be having this conversation. We and [redacted]'s own [redacted] at the store where we bought our sofa bed have verified that [redacted] Industries still produces the article of furniture that we purchased from [redacted].

While someone from [redacted] did leave a message on our phone last week, they spoke so fast that neither my wife nor I could clearly discern the proper phone number. When we called what we thought was the number left on our answering machine we got an organization related to the medical profession. Here is the phone number [redacted] Provided: ###-###-####, ext [redacted]. My wife and I are extremely busy with work and as such we contacted [redacted] by e-mail after the phone number they left turned out to be the wrong number, asking [redacted] to provide us with whatever information or solution that she might presently have to offer. To date the only thing I have heard from [redacted] is a request for the number she left for us. In other words we're no further along in resolving this issue than we were the day I filed my complaint.

As a F.Y.I. this was the third sofa that I have had, purchased from [redacted] so here to fore I had not had a problem with [redacted] and I din't anticipate that i'd have one this time around.

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

Sincerely,

Business

Response:

Sales Order # [redacted]

The signed release has been received in our offices and a

check will be processed and mailed in the next 7-10 days.

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]

Based on Jennifer's history of dragging their feet and delay when it comes to dealing with customer complaints and their failure to live up to their "WorryFree Guarantee" We will not be satisfied till we have the check in hand and it clears in our bank account.

It should make you yourselves wonder why they didn't reach out to us when the issue regarding the credit card number arose. After all it's they who owe us the refund, not vice versa. If I hadn't rattled their cage would they have just let this go on indefinately and would they never have even bothered to issue the refund if we hadn't contacted them?

Concievably they could have just let the whole thing slide and would have never issued a refund.

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

Sincerely,