Jennifer Convertibles

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: 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 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.

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 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: 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 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: 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 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: 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: 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 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: 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 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: 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: 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: 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: 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: Purchased four pieces of furniture two months ago and I have yet to receive said furniture (company promised six weeks for delivery). I have made numerous calls and I am getting ran around between the showroom employees. I got the number for the company supervisor and after over thirty calls I was never able to get into contact with him.Desired Settlement: I would like to have my furniture delivered as soon as possible as well as compansation for the extra time it took to deliver.

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,