Jensen Lewis

I ordered a sleeper-couch on May 11th, 2019. Today is August 23rd and I have not received it, nor have I received a competent explanation of why I have not received it. I was told the latest would be the second week in August. We are in the 3rd week and if don't call the store I receive no notice from your company. I never can contact the salesman that I dealt with but each time I called I got "Mike" who was polite but not helpful at all. I was supposed to have guests that would be sleeping at my apartment, who had to find expensive hotel rooms, I was embarrassed, angry and extremely disappointed with Jensen-Lewis. You have had the advantage of my deposit (over $2K) AND I HAVE NOTHING BUT AGGRAVATION. Rosalyn Newdow 929-436-5176; [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I found the handles to pull out the sofaHowever, *** did not address the major complaint that the new cushions are extremely firm and the sofa is very uncomfortableI do not want any additional fixes by American LeatherAs I have reiterated many times, I want a refund for this sofa that has major design and material flaws.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have left messages with the customer and have not heard back. We look forward to resolving this.

[redacted] has assessed and identified the problem with the sofa. They are giving their best efforts to remedy this with sold orders as well as having corrected this on any future orders. [redacted] will be sending replacement seats and an improved [redacted] grip section to [redacted]...

next week. Once it is received, she is to contact us so that we can arrange for installation by a technician.

Revdex.com:
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 believe that not only were sub-standard materials used in the construction of the sleeper sofa, but also that there are flaws in the design. I do not want a $3,000 sofa bed that has to be "corrected" with [redacted]. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: In May 2013, I ordered a $5088 custom made sofa bed and cancelled the order in 6 days. I gave a deposit of $1700 but unbeknown to me, this store on the back of the invoice in very light lettering has a written policy that I signed stating that I only have three days to change my mind, which no one informed me at purchase. The store originally took off 33 percent of the total cost for a restocking fee, which amounted to little less than $50 refund. Later they offered store credit which I refused because I was wary of their customer service treatment and who had earlier informed me that the sofa's fabric had been cut already, which I knew was highly improbable. I hoped for a full $1652 refund with AMEX intervention. Instead, AMEX has upheld the store's policy three times based on my signature at purchase, even though I am willing to accept store credit now. But Jensen Lewis refuses to give me store credit and just lose the $1652. Please investigate this store's way of doing business, and 3 day cancellation policy which is poorly written and not openly communicated to customers. The policy is written in very small light lettering on the back of the invoice. Jensen and Lewis should have this policy in open view for customers to be informed and educated about purchases.Desired Settlement: store credit

Business

Response:

We are not in the business of ripping off customers. We intended to deliver the item that the customer had committed to purchase. Special order items are immediately sent to the factories and into production as was the case here. As per our customer signed sales invoice, for special order items a cancellation must be made within 3 days in writing. After 3 days a cancellation fee of 33% will be imposed. This is a store policy. We apologize that the customer feels that the specifics were not disclosed but it reads that by signing the invoice that you have read and agree to the terms and conditions of sale on the reverse side of the order.

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:

Revdex.com

Dispute Resolution Center

I would like to respond to Jensen-Lewis response to my complaint assigned ID #[redacted].

I have major concerns regarding Jensen-Lewis lack of full disclosure to not openly reveal, discuss and display its cancellation policy with customers. I signed the invoice that designated cost and date of store merchandise. At the time of purchase, no store rep informed me that it was a custom order or told me to read the back of the invoice, which is where the Terms & Conditions are spelled out. These Terms are located on the back of the invoice in smallish font, light gray lettering, and not easy reading for me, or frankly for anyone. I wasn't aware of the store's three day cancellation policy until I cancelled the order 6 days later. There aren't any notices at the cash register or throughout the store designating this policy.

1. It is very interesting that the store’s cancellation process on their webste includes “We reserve the right to cancel any order at any time by notifying you in writing and returning any monies received by us. (J-L Website). Its cancellation policy is not openly displayed on the store’s premises;

2. When I cancelled the order, initially and in good faith I requested store credit . However the store rudely refused my offer and countered with charging a 33% restocking fee of the total cost of sofa bed (my deposit) and mentioned that the fabric had already been cut after less than a week of the purchase order. (See emails). Numerous hostile counter attacks from the store, contributed to my final refusal to accept store credit. In my opinion, Jensen-Lewis only offered store credit once informed that I would appeal their decision through AMEX and Better Business Dispute Resolutions;

3. I cancelled this purchase because of the sofa bed cost but additional fees would be incurred due to a necessity of dismantling and reassembling this sofa to fit my doorway.

4. By Day 6, I cancelled the order, far from the time line of the store’s 5 to 7 weeks delivery estimate. This store’s unaccommodating stance is disingenuous, since I already paid 1/3 deposit during the first month of the item purchase. I purchased the item on a Sunday and cancelled on the following Saturday, their warehouse is in North Carolina, the item can be used as a floor sample. Offering store credit is a win-win situation for all.

I hope this information will shed light so that I can receive $1700 store credit rather than losing all of these monies.

Thank you

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

Sincerely,

Business

Response:

Store sales and return policies are displayed near the front desk in accordance with the Consumer Affairs Consumer Protection Law of New York State. We have not run into issues with obfuscation of our sales terms and conditions because they are clearly stated on the back of the invoice. We do not discriminate against anyone. The printing in grey is the default style for the back of carbon copy invoices as per the printing company. It is completely legible.

Review: An expensive computer desk file cabinet was delivered with some metal pieces taped onto the bottom of one drawer. The tape was so strong that when removed the adhesive left two very large sticky areas that that made the drawer unusable. I contacted the store; spoke to the manager. He told me to clean it with any household cleanser. That didn't remove it. I sent in photos of the damaged drawer.

I had a few calls to the manager about this. He always sounded annoyed and would never contact me regarding the status of this; I had to chase after him to find out. I asked for a replacement drawer as this one is not usable. He first told me to just put a piece of paper over the sticky parts. This was unprofessional and indicated that he didn't want to be bothered. The manufacturer eventually told him the name of a product that would remove the adhesive. He agreed to send it to me. Said he'd send it by UPS overnight delivery. That was 2 weeks ago. Nothing!

In again calling the store today the manager doesn't take the call. I wanted the name & phone number of the person he reports to so I could make a complaint. The receptionist said she couldn't give me that information and hung up on me.

The staff here (other than the salesman I purchased from) are unprofessional and not interested in providing good customer service. My drawer is still not usable, three weeks after delivery.Desired Settlement: I want either a new matching drawer or a whole new file cabinet, or a furniture repairman sent out to remove the stickiness without damaging the drawer in any way. I'd like this done yesterday! I also want a sincere apology from the CEO of [redacted]

Business

Response:

The manufacturer has recommended a cleaning product to remove tape residue inside the drawer in customers home.

Review: Jensen-Lewis sent me a dresser that was defective, they will replace the dresser, but want me to incur an additional $354 to have the dresser sent back. The merchandise was defective and should have never left their supplier, so now it becomes my issue. I should not have to incur any additional expense to receive the dresser I originally ordered free of defects. I sent them pictures of the dresser to support my claim, after that, they offered me a discount to keep the defective merchandise. I dont want the defective merchandise nor do I want a discount to keep it, I want a new dresser!!!!!!Desired Settlement: Send me a new dresser and they can pick up their defective merchandise when they deliver the new one.

Business

Response:

Customer initially complained about color matching issues between pieces. Drawer front was sent to match existing pieces, replacement pieces were ordered and a swap of some furniture was scheduled. Re-delivery was performed 5/** and product was signed for in good condition. Customer then contacted us about a defective dresser. Manufacturer confirmed that the area of concern was not a defect. We have offered $500 as a settlement in good faith to keep the dresser as is. Customer demands a new dresser.

We will replace the dresser once it is sent back to us, or settle the dispute with the customer by issuing a $500 refund.

Business

Response:

It's equally perplexing that the dresser passed inspection in the customers home and was signed for in good condition. Dresser will be accepted back and a replacement will be sent once the dresser is returned to the store. In lieu of this process, a $500 credit will be given to accept the item as is.

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:

Once again, Jensen-Lewis is passing blame to the customer. The dresser, which I paid $1,699.00 should have never left their supplier. If they had the quality controls in place that they should have, the dresser would have never made it to me in this condition, and we would not be having this conversation.

When I contracted with Jensen-Lewis for bedroom furniture, I agreed to pay them $1,699.00 for a dresser free from defects and contructed comparable in quality to the two night stands, mirror and queen bed, free of defects, that was purchased from the company. I should not have to incur an additional $300+ to send the dresser back, this is something they should be willing to pay for!

Jensen-Lewis delivery procudure states that acknowledgement absolves any fault of the delivery company, the delivery company did not damage the furniture, it was defected merchandise and no fault of the delivery company.

This has been going on for almost a year, got to love their cutomer service. Send the customer defective merchandise and offer them $500 to go away! They need to do what is right, and send me a new dresser at their expense.

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

Sincerely,

Review: I purchased an [redacted] brand sofa bed for $3,350 and received it in December 2014. Immediately, the sofa cushions collapsed when I sat on the sofa and they do not bounce back. The sofa cushions also slip forward. This is the email that I sent to Jensen Lewis on 2/**/15:

I came into the store last week and showed you in person how the seat cushions on my [redacted] sleeper sofa have collapsed. I told you this started immediately after I received the sofa. I also told you that the cushions slip forward. The combination of the collapsing of the cushions and them slipping forward makes this the most uncomfortable sofa I have ever had. See photos below.

You told me that the the problem with the collapsing seat cushions was a "warranty" problem - it must have just been a bad piece of foam. You said that you have had problems with the cushions slipping forward and that the manufacturer can fix with problem by adding [redacted] to hold the cushion in place.

You told me that the manufacturer would replace the cushions and send [redacted] to fix the slipping problems. You said it would take at least two months to get the cushions and [redacted] and then an installer would have to come out to install the [redacted].

I am sitting on the sofa writing this email. I am extremely uncomfortable and the sofa looks like it is 10 years old, not 10 weeks. There are defects in the design and materials of this sofa, and I don't want a $3,350.00 sofa with cushions that collapse and have to be held in place with [redacted].

I am extremely dissatisfied with the sofa and I want to return it immediately for a full refund. Please contact me to arrange for the return.Desired Settlement: Full refund

Business

Response:

[redacted] has assessed and identified the problem with the sofa. They are giving their best efforts to remedy this with sold orders as well as having corrected this on any future orders. [redacted] will be sending replacement seats and an improved [redacted] grip section to [redacted] next week. Once it is received, she is to contact us so that we can arrange for installation by a technician.

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 believe that not only were sub-standard materials used in the construction of the sleeper sofa, but also that there are flaws in the design. I do not want a $3,000 sofa bed that has to be "corrected" with [redacted].

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]I found the handles to pull out the sofa. However, [redacted] did not address the major complaint that the new cushions are extremely firm and the sofa is very uncomfortable. I do not want any additional fixes by American Leather. As I have reiterated many times, I want a refund for this sofa that has major design and material flaws.

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

Sincerely,

Business

Response:

We have left messages with the customer and have not heard back. We look forward to resolving this.

Review: Phone order placed with their salesperson Davidjohn and subsequent conversation with Mike, their owner or manager.

On 12/*/15 I had placed an order with you upon a conversation you had with my wife and subsequently with me. The phone conversation discussed purchasing a Brecken Model couch with a purchase price of $3,466.58 including tax. The details are as follows.

1. On [redacted] you guided us over the phone to your web page showing the American Leather Brecken Model. Your website shows this as 2 cushions only. You never stated that the only model you had in stock was a 3 cushion and that you could only deliver a model that was not pictured.

2. You further guided us to the dimension PDF which showed this as 2 cushions supporting the photo on your site.

3. You also guided us to a photo on your site that showed how the 2 cushion mattress opened and refolded easily into 3 sections.

4. On Tuesday [redacted] we received the couch and my wife immediately called you to say it was not as pictured. You said we should let you know within 7 days whether we wish to keep it, but we will have to incur a 15% restocking fee plus an additional trucking charge.

5. I then called you a little while later but you had already left for the day. I spoke to your manager Mike about our receiving a 3 cushion couch and not the 2 cushion couch we were led to believe was ordered. He said you would call the next day.

6. Upon my not hearing from, I called again on Wednesday [redacted]. When we spoke, I stated that your website and PDF clearly showed this as 2 cushion. I added that we have the right to expect our receiving the couch as discussed and as shown on your website. We were led to believe we were ordering a 2 cushion couch and should receive that without our having to incur any additional cost. You said that you sent an email to my wife before our ordering that stated it was 3 cushions. You also made reference to the purchase order I agreed to that showed a sketch with 3 cushions. Therefore, you claimed you were not at any fault.

7. My wife and I reviewed your email and called you. In our conversation I stated that yes the email said 3 cushions, but the primary purpose of the email was to confirm the grey color shown. Under the color sample were the words 3 cushions. However, we took that to mean the 3 sections of the mattress. The word ‘three’ was never mentioned at any other time during our conversations - other than in reference to the mattress. You also stated that I agreed to a purchase order that showed a rough dimensional sketch with 3 lines representing the cushions. The sketch did have 3 lines, however, to us the 3 lines represented the 3 sections of the mattress. We did not ask for a sketch and thought you drew that to confirm the dimensions. We did not view this as something that would be used as binding and agreeing to a couch with “3 cushions”. Furthermore, the word ‘mattress’ was written directly under this sketch. We took that to imply that it was once again related to the mattress. Despite the issue, I mentioned we would still like to receive the Brecken couch that was shown on your site. We wanted to rectify this and obtain the couch we were led to believe was to be delivered. You implied you would get back to me shortly but did not.

8. Today, upon not hearing from you once again, I sent you an email stating that we were cancelling the original order but we would still like to receive the correct couch from you.

9. I promptly received a call from your manager Mike, who informed me that Jensen-L[redacted] will not be taking back the couch at all. I stated that I was looking to rectify this in an amicable manner. Mike said this was not the position Jensen-L[redacted] was willing to take, nor were they willing to be receptive to any return or exchange.

Frankly I am shocked that Jensen-L[redacted] was not willing to resolve this despite the fact that we were misled into ordering something not pictured on your site, and despite the fact we were mis-informed that what you had in stock was not pictured on your site. I am aggravated that we are the victims of improper communication implemented by Jensen-L[redacted] when placing a phone order and whereby the consumer used your website guidance during the order process to visualize and aid in the sale. I am further annoyed that despite my clear communication as to the events, it results in action by you that fails to properly address a consumer with justifiable reasons for returning and exchanging a product.Desired Settlement: Exchanging and receiving the couch that we were led to believe was the one we ordered. If unable or unwilling, then pickup of the incorrectly delivered couch with full refund.

Business

Response:

Attached is all communication with [redacted] and his wife [redacted]. Our website never stated that the displayed product is in stock. We explained that the sofa was a 3 cushion model in an email and on the actual order. This was confirmed by [redacted] and delivery was scheduled.Customer may return sofa less 15% for restocking and round trip shipping charges as per our Terms and Conditions.

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 at least appreciate that now Jensen-L[redacted] is willing to take back the sofa. I

requested this 7 days ago but have yet to hear from anyone with regard to

scheduling a pickup. Please do this at once.To continue to ask us to pay a restocking and round trip

delivery fee for something we did not order, however, is still wrong and

violates basic consumer rights. What Jensen-L[redacted] fails to acknowledge is that their website shows only a picture of a 2 cushion couch. This is what their attached reply confirms. The dimension PDF from their site clearly shows a dividing line representing 2 cushions. This is what their attached reply confirms as well. The

picture that showed the opening and closing of the sleeper sofa showed 2

cushions. Our conversations were only about ordering the 2 section couch as

pictured on their website. It is unethical to discuss selling the ONLY Brecken

couch on their website, and then without verbally informing us, write a purchase

order and email with a different model Brecken couch for a 3 section couch that

was never mentioned, discussed or shown on their site. It is wrong to think that we must adhere to terms and

conditions for something not ordered. That is the issue. Jensen-L[redacted] fails to

recognize that their 'explicit communication' verbally sold a 2 section couch as

pictured on their website. They never mentioned that what they had in stock and were going to deliver, was

different than what was pictured on their website. When we first contacted them we told their salesperson, Davidjohn, that we wanted the couch in a bone or brown tone. He said that ordering the couch in those colors would have to be special ordered and take up to 6 weeks. We did not want to wait. He then said the only one Jensen-L[redacted] had in stock and could be immediately delivered was the grey sample in the email sent to us .