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Jennifer Convertibles Inc

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www.jenniferfurniture.com


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BROKEN FUNITURE
Posted by on 01/02/2002
ROHNERT PARK, CALIFORNIA -- BOUGHT COUCH SEPT8,01. DELIVERED OCT 07, 01. IT SMELLED OF MOLD AND WAS BROKEN ON ONE SIDE OF THE COUCH. WE CALLED TUESDAY AND REPORTED THIS AND THEY SENT SOMEONE OUT TO FIX IT AND CLEAN IT. YEAH! A WEEK WENT BY AND WE WERE LAYING ON THE COUCH AND THE OTHER SIDE OF IT BROKE. WHICH IS THE INSIDE PIECE UNDER THE ARM REST. TWO DAYS GO BY AND WE SIT ON THE LOVE SEAT AND BOTH SIDES FELL IN AT THE SAME TIME. NOW UPSET WE GOT TO THE STORE AFTER HAVING IT FOR 2 WEEKS AND COMPLAIN. WE WERE TOLD NOT TO COME TO THE STORE BUT TO CALL THIS 1 800# ON THE AGREEMENT. BARBARA THE SALES LADY SAID SHE WOULD RETURN IT IF SHE WAS US AND TO CALL THE HOME OFFICE AND ASK FOR A RETURN OR EXCHANGE. SHE ALSO STATED WE HAD A ONE YEAR GAURANTEE ON THE COUCH SET. SO THERE SHOULD BE NO TROUBLES. I CALLED THE NEXT DAY AND BEGAN TO GET THE RUN AROUND. WAS TOLD THEY NEED THE CLEANING REPORT THEN THEY NEEDED THE REPAIR REPORT BEFORE ANYTHING COULD BE DONE. THEY SAID THEY WOULD CALL ME BACK AS SOON AS THEY HAD THE INFO. NO CALL EVER CAME. SO I CALLED AGAIN AND WAS TOLD THEY WERE REVIEWING IT AND WOULD CALL BACK. AFTER 3 WEEKS OF RUN AROUND FINALLY GOT A CALL AND WAS TOLD THE SALES PERSON SHOULD BE HANDLING THE DISPUTE. WE THEN CALLED HER AND SHE WAS UNSURE OF WHAT TO DO. SO SHE STATED SHE WOULD CALL SOMEONE AND CALL US BACK IN A FEW DAYS. SHE NEVER CALLED. WE CALLED AND WAS TOLD SHE WAS WAITING AN ANSWER FROM HER MANAGER AND WOULD CALL US. AFTER 1.5 MONTHS OF RUN AROUND AND GETTING VERY ANNOYED MY HUSBAND TOOK OVER THE PROBLEM. HE CALLED THE STORE AND ASKED TO TALK TO BARBARA OUR SALES REP. WAS INFORMED SHE WAS NOT THERE AND SO ALISHIA TRIED TO HELP BUT THEN PUT HIM ON HOLD. SOMEONE ELSE CAME ON STATING HIS NAME IS TIM SMITH AND HE IS THE VICE PRESIDENT OF THE COMPANY. HE FIRST ASKED WHAT DID WE DO TO THE COUCH? HOW DID WE BREAK IT ? DID WE SIT ON THE COUCHES ARMS? NO WE REPLYED. WE WERE JUST SITTING AND LAYING ON THE COUCH WHEN IT BROKE. WE WERE TOLD BY BARBARA THAT WE CAN RETURN THIS COUCH SET AND THATS WHAT WE WANT. TIM THEN REPLIES THAT HE WILL NOT RETURN THE COUCH SET AND THAT WHATEVER BARBARA SAID IS UNTRUE. MY HUSBAND THEN SAID THIS COUCH SET IS CRAP AND WE SHOULD NOT HAVE TO KEEP IT. TIM SMITH STARTED YELLING AT US AND TOLD US HE WAS NO LONGER WAS GOING TO TALK TO US AND TO GO TO JENNIFER.COM. I TRIED GETTING ON THE PHONE HOPING TO HELP , BUT WAS TOLD NEVER CALL THERE AGAIN AND DO NOT STEP FOOT IN THE SHOWROOM. ALSO THAT HE WAS CONTACT THE HOME OFFICE TO NOT HELP US. I WAS ANGRY AND WENT DOWN TO THE STORE NOT KNOWING HE WAS THERE. HE NOTICED ME AND TOLD ME TO GET OUT OF THE STORE AND HE WAS CALLING THE COPS. I WAS HOLDING THE CONTRACT ON THE FURNITURE IN MY HAND AND HE GRABBED IT AND ASKED IF I KNEW HOW TO READ, I WAS ADULT AND BETTER READ MY CONTARCT WHICH THEN HE THREW BACK AT ME. HE TOLD ME TO LEAVE AND HE WAS CALLING THE POLICE SO HE WENT TO THE PHONE AND I LEFT. I HAVE TRIED TO CALL THE HOME OFFICE 2 TIMES AND THEY HAVE HUNG UP ON ME.
NOT SURE WHAT TO DO. PLEASE HELP!
THANKS,
WENDI HARRIS

To help keep me as a potential future customer, I would like the following:

I HAVE WROTE TO CONSUMER REPORTS AND BETTER BUSINESS BEARUE ALSO WRITTING TO 7 ON YOUR SIDE NEWS STATION.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
     
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Posted by Anonymous on 2002-01-03:
Boy, were you definitely treated unfairly by this company. I would not have left that store after being treated like that. I would have started yelling to all who could hear about the crappy furniture that is sold there. I certainly won't buy or even visit a Jennifer Convertible's store ever. No way in heck should any decent manager yell at a customer. He obviously is a pitiful excuse for a manager and in desperate need of some training. Heck, he would have been fired by myself in such a situation. Thanks for the story. Now I can cross one more place off my list of furniture stores to visit when it comes to decorating my new house in the near future.
Posted by Anonymous on 2002-02-06:
I've recently had an experience with JC San Francisco, though Manager, Scott Truesdale was always amicable, and eventually it was taken care of:
Misrepresentation best describes my recent experience with JC. I responded to a newspaper insert for a leather sofa with dual recliners. They didn't have any in the showroom, but said it would be identical to one they did have in stock but with recliners. It took 8 weeks, not "4 to 6 weeks" to arrive. It did not have recliners, nor was the quality anything similar to the piece in the showroom. It then took me 5 months of nearly weekly phone calls (15 or so) before I could get them to come pick up the piece, and hand me a check for the full refund. They did this only after the store manager apparently hired some kid with a truck to come to my house and get the sofa.
I finally did resolve the issue by getting a full refund upon returning the furniture, but not without constant phone calls, a letter to the store and the headquarters, a letter to The Better Business Bureau, and five months of waiting. The costs? I had an ugly, uncomfortable, sofa that did not recline (it did have footrests) through the holidays with out of town company visiting. They never denied the false advertising, but took forever to get around to resolving it. The final slap in the face was a letter from their headquarters saying I had misunderstood what I was buying, and that recliner and incliner mean the same thing. One giant bunch of losers pulling "bait and switch" as far as I'm concerned.

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Don't Waste Your Money
Posted by Florham_Park_Matt on 08/15/2011
We were pitched the warranty plan, heavily. It actually sounded like a good deal. From what was explained, all damages were covered for life. Yes, we were told multiple times by the sales representative that ALL damages were covered. Of course we didn't read the paper work when we were completing our transaction, but I wish we did. Unlike the sales representative told us, this warranty hardly covers anything. Four years later, the leather is peeling apart in chunks, the leather is splitting where my elbows rest, and the leather is splitting on the seat.

We called to have it repaired, and after several cancellations and reschedules, a guy shows up and takes pictures. We were told that the only damage they fix is "customer caused" damage. We explained that this was customer caused damage from sitting in the chair and couch, but they didn't see it that way. Basically, they saw it as wear-and-tear. I have never seen a couch wear like this one before!

This warranty is a scam and a waste of money. Not only did they convince me to never again buy a warranty, they convinced me to never again shop at Jennifer Convertibles. From the amount of complaints about this terrible product and the company's failure to repair the damages, I could see a class action lawsuit in the near future. I would be willing to get involved if anyone wants to speak to me. This is fraud, plain and simple. We were sold one thing by the representative but given something entirely different.
     
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Posted by Venice09 on 2011-08-15:
No one wants to honor warranties anymore. They just want your money and will tell you anything to get it. Even if you had read the warranty, I'm not sure how much it would have helped.
Posted by Shahin Rassiwala on 2012-03-22:
I have a life time leather warranty with jennifer leather But every time they reject my claim
I am soo frustated with them and would want to take them to court if some customers r willing to go together
We should not just let jennifer leather go SCOT FREE with all our money and not do anything abt it
We
Posted by J on 2013-09-05:
My couches also peeled and when I tried to put it under the warranty they rejected it too. I wish there was a law firm out there that would start a class action lawsuit. They need to be punished!!
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Buyer Beware
Posted by 2thfairy on 02/17/2010
My son bought a sofa and loveseat at Jennifer for his first apartment. We were all so excited! We opted to pick it up for him in order to save $150 and to have the furniture sooner. No problem at the warehouse, they were very nice but in a hurry to get rid of it because it was pouring rain. We get it into his apartment and can't wait to set it up. We open the boxes and are disappointed to see how poorly it is made, everything has to be assembled, even the arms have to be attached to the sofa. We get it all together and realize one arm is broken on the inside, the wood "support" is broken and the arm sags. We call customer service and after an hour get no one due to "a high volume of calls". Big surprise. Next day I reach a person and they decide to have a technician come and take a look at it. My son takes off from work, waits all day and the tech says it is indeed broken, that it looks like forklift damage and that Jennifer will send a new arm in about 2 weeks (Now we are glad the arms do pull off and on, easy to replace!) We wait and wait and finally get a nasty letter from Jennifer stating that the technician was not authorized to promise a new arm, he was wrong about the forklift damage, and they would do nothing about the broken arm because we picked it up at the warehouse and signed off on it even though it was fully wrapped and crated and you could not assemble it anywhere there and besides, the rain would have ruined it all. They accused us of dropping it and trying to rip them off. Long story short, they were very rude and did nothing to try to fix it and we paid a furniture repair guy $75.00 to fix it, still cheaper that delivery! It was never comfortable, didn't look the same as the one on the showroom floor and he was thrilled to get rid of it one year later and buy a real sofa. Once they have your money you are TOAST,
     
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Stay Away
Posted by DO NOT BUY FROM JEN CONV! on 04/26/2007
HUNTINGTON BEACH, CALIFORNIA -- Unfortunately, I purchased a sleeper, loveseat and table at the Huntington Beach Jennifer Convertibles. I will never step foot in the place again! When I first walked into the store a lady was screaming at one of the clerks. The lady seemed a little out of line, but now I understand why and I should have taken the warning.

My delivery took place on the day they initially indicated. However, there was no call prior to delivery like they promised. The delivery guys unwrapped the sleeper and it was broken. I was then told that the piece would be taken back and arrangements would be made to replace the broken piece. This took a couple weeks and the person at the store had no control over anything and had no information to provide.

After waiting to have the sleeper redelivered, the driver came again with a broken piece. Just fantastic! Since I was stuck with the other pieces, I finally decided to go with a loveseat rather than a sleeper. Obviously, that was less expensive. The store after more than two weeks of knowing this change still cannot figure out how much to credit back.

This place is an absolute joke! Oftentimes, their phones are busy or go unanswered. The local store has no control or input over any processes.

There is much more, but in summary this has been one of the worst customer service experiences I have ever had. These problems start at the top of the food chain with Jennifer Convertibles and work their way down.

STAY AWAY!!!










     
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Posted by Ponie on 2007-04-26:
Sorry to hear of your problem(s). I on the other hand had a very good experience with Jennifer Convertibles just last November. I was given a window of 12-3. My sleeper was delivered at 1:00PM in perfect shape. The delivery men unpacked it, set it up, and took away all the packaging materials. I knew I was cutting it close because that evening I was expecting out of town guests and both my sleepers would have to be used. Everything worked out perfectly for me.
Posted by Aviluctuck on 2009-04-27:
For every customer that has a horrible experince their are just as many "IF" not more who have great experiences. It's just a sad fact that MOST customers will NOT take the time to write a positive experience. Than they will to write a horrible one.
That being said. I am glad the original person from Hunington gets that management from the top...i.e. Corporate offices are to be blamed for MOST bad services & goods.
As I was a mngr in the SoCal area for Jennifer Convertibles. I had ZERO control over what the company did or did not do. I had No control over what the warehouse guys did to peoples furniture. And when I "tried" to help people out. All I received in return was a termination paper.
And to anyone who believes that the US Guarantee people are seperate from JC. Their plain outright wrong. More often than not. It is the Warehouse Mngr's who are also the US Shield rep's. So they have invested interest in NOT fixing your furniture. Or correcting anything. They will write it off as normal wear and tear.
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Worst Customer Service!!!
Posted by Sh24 on 03/10/2007
LOS ANGELES, CALIFORNIA -- My fiance and I bought a Jennifer convertible back in July. We picked a couch that was in the showroom - a green, L-shaped, convertible. It looked big and roomy and was totally comfortable. The fabric looked great - we asked how long the couch had been sitting there. The salesperson said "one year - it holds up so well!" Wow! We thought - great, one year and it still looks like this? We'll take it!

So the couch is delivered I believe within two weeks like they said - fantastic. Not. We get the couch and there is a stain on the leg, a tear in one of the pillows, and the cushions just looked generally understuffed. hmmmmm. I am not happy at all. After paying $1,800 for a couch, one would think they are entitled to a stain and rip-free piece of merchandise.
I call that day and complain about the couch. They tell me they will place an order for the cleaning technician to set up an appointment. We wait, I think about a month for them to come and clean it. Fine...very annoying but at least they came and repaired what we had complained about.

Throughout this time, we start to notice that the couch has become a "lint trap" catching every piece of hair, dust, and fabric that comes in contact with it. Ok fine, apartments get dusty and so does furniture. I pull out our lint roller and figure I'll just whisk it off - wrong! The hairs/lint will not come off! We pick at them (and mind you these are not dog or cat hairs - just human hairs that fall out of your head and are relatively thin) and we cannot get them off! Extremely frustrated, I pull out duck tape (hello duck tape!) and still, the hairs do not come off. They are actually trapped in the weave of the fabric upon arrival. Completely unacceptable!

I deal with this for longer than I ever should have. My fiance and I trying new ways to pick up this lint every time we had company over (tape, vacuum, lint rolles), embarrassed by the hairs and dirt.

Completely frustrated at this time, I read the Jennifer Convertibles contract. The contract's first line reads "The Jennifer worryfree guarantee" (ok I'm worried!) I then read the Upholstery Shield protection plan which states that you should brush and vacuum your upholstery to keep dirt from getting embedded. I already do that! I do it all the time and still I cannot get the hair up or off! I am now convinced my upholstery is defective - this is not normal. People should not have to pick individual hairs off of a couch!

I call Jennifer Convertibles.....four times - asking to speak to the manager. Oh but he is never in. I leave messages every time and never hear back from him. Finally I get a hold of him and explain my problem. I tell him I am not looking for a refund (what am I crazy?!) but simply an exchange for a new couch that is not a lint trap. He tells me he must send out a technician first. If the technician deems the material defective, then there will be a discussion about an exchange. great! I know that once the technician sees the couch he will agree!

I wait two weeks for the technician to come . Sure enough he looks at the couch and says "wow I have never seen this before" He even tried to pick off one of the pieces of lint himself (much to my embarrassment) and couldn't! He stated to us that the fabric was defective and he would write it up. Great so we will be getting an exchange I say to him. He tells me he doesn't know - he is a third party and only reports what he sees. He said we should hear from JC in about a week.Ok fair enough.

A week goes by...I call. Not ready yet. Two weeks go by...I call not ready yet. two and a half weeks go by...I call - now the manager is on vacation. I ask the salesperson who handles his business when he is away. No one. Great customer service! He finally agrees to help me with my issue and says he will call me on Monday (it was Friday then) or Tuesday. No call calls.

Today is Saturday no one had called but today I get a letter that states that after the technician looked at it, they find no problem with our merchandise and "are pleased that your furniture is defect free and hope you have many enjoyable years from it."
Years my ass!!!

I call JC and speak to the same salesperson (Elliot - funny I remember his name but he never remembers me after 5 calls). I don't even mention the letter but ask him why he still has not returned my phone calls. He tells me he has 50-100 people calling him a week and cannot remember every person and their problems. I ask him how business is taken care of then - does he take notes, write down names, perhaps a phone number?
He tells me Brett, the manager, deals with returning phone calls.
But Brett is on vacation!

Oh well Brett came in on his day off and took the massages he tells me. Elliot doesn't know what happened to his message from me. So apparently the Jennifer Convertibles workers are such great workers that they come in on their days off, from their vacations, to pick up messages...and then never return any of the calls. Now that is the definition of customer service!

On monday I will call Brett again and see where this all goes.

To be Continued.

     
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Posted by Anonymous on 2007-03-10:
duct.... it's DUCT tape!
Posted by prcalmb4storm on 2007-03-11:
I would demand my money back. You've given them way too many opportunities to treat you like dirt. Try to get your money back before its too late.
Posted by SSC on 2007-09-24:
what is the out come of your story? it sounds like someone returned that furniture and they sent it to you. Did you get an exchange or your money back?
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Horrible customer service! If I only knew...
Posted by Phan on 09/24/2007
QUEENS, NEW YORK -- My wife and I visited the Jennifer Convertibles showroom on Northern Blvd, Queens and purchased a sofa set along with a coffee table and rug during the July 4th weekend.

My wife and I were excited in that we moved into a new home and this was the first pieces of furniture to furnish the house. However, when the delivery came within the week, the delivery men only took the loveseat to the living room thru the side entrance door and left all the other items in the garage because our front walkway was being concreted. Then men tell me that they will come the following day to move everything upstairs. I refuse to sign the delivery paper as the delivery is incomplete. According to their policy, the delivery staff is to empty all cartons, wrapping and packaging as well as assemble the coffee table. I expect them to come as promised the following day but they never show up.

I call the sales manager the following day to inquire about the delivery but he tells me someone will come to complete the delivery. When I call him back again, he tells me that the manager of the warehouse has a paperwork with the successful delivery with my signoff! I begin to question the integrity of this company. Who forged my signature? I ask to see the copy of this paperwork and am never shown. For two weeks, I called the sales manager wanting to get my sofa delivered from the garage to the living room and finally gave up. The sales manager tells me that he couldn't do anything until he saw the delivery paperwork and that he apologized for the inconvenience. I had to move the sofa, coffee table and rug up myself with couple of other people.

I am still in the process of disputing the delivery charges with my credit card merchant. This involves fraud as someone forged my signature. Beware when buying from Jennifer Convertibles. I now realize that if you encounter any problems with this company, they will give you the run around till you finally give up.
     
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Posted by bargod on 2007-09-24:
So you sheduled delivery for a day when the house would be inacessable? And this is their problem how. If you knew the stairs were being concreted then shedule delivery for another day.
Posted by bargod on 2007-09-24:
Chill out there AlleyS. Post a comment that's acually related to the topic not someones answer.
Posted by SSC on 2007-09-24:
those replys sound like people who work for this company. do not pay them any mind. continue on with your fight, as you can see you are not alone. Contact the Attorney General's office in your state and besure to file with the new york's bbb office. good luck.
Posted by mdh7341 on 2007-09-24:
Wait, I'm confused. They delivered the furniture, right? The garage IS part of your home, why is it Jennifer Convertibles' fault that your walkway was being concreted? You did what you should have done in the first place, sucked it up (after 2 weeks) and did it yourself with some friends. You accepted delivery when they put the one piece inside your house and the others in the garage. Once it's off the truck on your property, it's been delivered.
F.Y.I. I am in no way affiliated with Jennifer Convertibles.
Posted by Anonymous on 2007-09-24:
I think the delivery crew should have scouted another entrance to the home.
If you pay for a service,then thats what you should get.
Posted by Skye on 2007-09-24:
Maybe the op should of had the walkway work done, after the delivery of the furniture. They knew the delivery was e coming because it was scheduled it for a specific time and day. I totally agree, you pay for delivery service, then you should get it. As for someone forging your signature, thats a crime, and keep up the fight regarding that issue.
Posted by Anonymous on 2007-09-24:
Skye, we had a new bedroom set delivered by Ethan Allen. They did not have the hardware for the bed frame and had to come back. Same guys came back and finished the job. Just have to roll with it sometimes...
Posted by Skye on 2007-09-24:
Super, I edited that out of my comment. You reminded me of when we had some furniture delivered from American Furniture Warehouse, and they had to come back also the following day with hardware. Agreed, just have to roll with it sometimes....
Posted by phan on 2007-09-25:
mdh7341, if you ordered a refridgerator from a big name department store, wouldn't you expect them to set it up in the kitchen and not in the garage? These sofas belong in the livingroom. Also, my house has three different entrances. Two side entrances and one garage entrance. The two side entrances have similar door dimensions which is why I didn't think it would pose a problem for delivery.
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Stay Away From Purchasing From Jennifer Convertibles
Posted by Couch Potato on 07/16/2007
We purchased a leather sofa 18 months ago. Conveniently, their warranty is only for a year. The dye is discoloring to orange, the cushion is flattening out, the frame shows wear and their $99.99 Life time warranty does not cover any of this.

"Crappy furniture" a very "bad" company to deal with.
     
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Posted by Skye on 2007-07-16:
Umm, couch potato, not sure, but you write that the warranty is only good for one year, and then you say the lifetime warranty does not cover what is happening to the furniture. Not sure how to take this complaint. So it's not covered on by the 1 year, lifetime warranty??

Please explain.............
Posted by Couch Potato on 2007-07-17:
I've only had the couch 18 months and Jennifer Convertibles only gives a one year warranty, which by the way was just changed when I purchased the couch as it was pasted over the previous warranty which probably did warranty their products for a longer time. No Wonder! As I said they have "Crappy" products. There is "NO" Lifetime Warranty and the $99.99 Life Protection plan does not cover defective dye jobs, only tears, cigaretts (We don't smoke) etc.
Posted by Palbert on 2007-08-08:
leather fades. cushions are gonna flatten out with any piece you buy regardless if its a $200 item or $2000 piece.
Posted by Couch Potato on 2007-08-09:
Palbert's comment: It is true leather fades in time, not in 18 months, and it is not fading but "DISCOLORING" to orange because of a poor dye job, and after 18 months the cushion should not flatten to the point that it looks years old not months old as well as the frame bowing. I know a piece of JUNK when I have it!
Posted by Palbert on 2007-09-10:
Take this as very useful information. It may take time, but write to the BBB. explain the situation and your thoughts. Everyone thinks its a waste of time to do this, but you may get new furniture. Good Luck.
Posted by Couch Potato on 2007-09-11:
To Palbert: RE: Jennifer Convertibles. I have found that the BBB overall seems to be ineffective. Especially with this Company, but I appreciate your advice. I think that Jennifer Convertibles seems to have everything covered to their benefit. All I can hope is that all these complaints keep others from the same situations.
Posted by SSC on 2007-09-24:
PLEASE CONTACT THE NEW YORK STATE ATTORNEY GENERALS OFFICE AS WELL AS YOUR OWN. IT IS FREE, YOU CAN DO IT ON LINE. YOU NEED TO CONTACT THE BBB IN NEW YORK THAT IS WHERE THE HEADQUARTERS ARE. IT WORKED IN 2004, IT MAY WORK AGAIN. WE ALL HAVE BROKEN FURNITURE, AND BAD CUSTOMER SERVICE. TOGETHER MAYBE WE CAN GET OUR MONEY BACK.
Posted by Couch Potato on 2007-09-24:
SSC: Thank you for your advice and it's something well worth pursuing. I hope Many potential Jennifer Convertible customers are reading all this and going else where. In fact I would hope that Jennifer Convertibles has one of their usless people reading all this!
Posted by Palbert on 2007-11-13:
Couch, i used to work for this garbage excuse of a corporation, please contact the better business bureau. i have seen merchandise issues get resolved when the BBB is involved.
Posted by Anonymous on 2007-11-13:
SSC,Palbert, very good advice!

Couch Potato, good post and I hope it works out in your favor.
Posted by KatieBrew on 2009-07-16:
Hello? Were you paying attention? Or are you just to cheap to buy an extended guarantee?
Posted by BokiBean on 2009-07-16:
Katie, why extend a junk warranty? And the OP already said their lifetime warranty doesn't cover any of that...hello?
Posted by PepperElf on 2009-07-16:
stuff fades sometimes
i'd suggest investing in a cover for it... much cheaper
Posted by madconsumer on 2009-07-16:
does it get direct sun?

what type of cleaners do you use?

what color was it when purchased?

sun tan lotion or body lotion can also affect leather dyes.
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Enraged and unhappy
Posted by Jennibigots on 09/08/2010
PARAMUS, NEW JERSEY --
I purchased a convertible sofa from this company several years ago. It arrived the day before my husband's return home from the hospital post hip surgery. It was what he would be sleeping on for awhile as he could not climb stairs.
When the delivery people discovered I did not have a bank check they refused to bring the furniture in. Would not take a credit card. Would not wait the ten minutes I needed to go to the bank for cash.
When I asked whether they ever took personal checks the guy said 'yes, but only in better neighborhoods.' We live in an upper-middle class, racially mixed neighborhood.
I had to pay extra for a postponed delivery because I had already paid most of the price prior to delivery and that was non-refundable.
When I complained to Jennifer management about that rather bigoted remark he basically told me that it had been said by 'some truck driver' and that Jennifer Convertible would deny it.
The sleeper, by the way, fell apart within 4 years.
     
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Liars
Posted by Diamondman on 07/29/2010
WEST PALM BEACH, FLORIDA -- We were in the market to purchase a new leather couch. We shopped all of the local chain stores for our purchase. When we came to Jennifer Convertibles the salesman informed us that not only did they have the best pricing but the best warranty in the industry. Of course the warranty intrigued me, so I asked for specifics. He proceeded to tell me that it covers all these stains including pet urine and damages that could be caused by the pets. I asked specifically what that meant. He proceeded to inform me that if a dog or cat was to damage any fabric/leather part of the sectional they would replace it no questions asked. Since we have three dogs, that was very appealing to us.

No other competitors offered such a warranty we purchased it right then and there. I was still sceptical so I asked to speak to the store manager. To my surprise he informed me he was the manager. This eased my suspicion.

I was still nervous about the warranty, so when the couch took a ridiculous time for delivery (another issue/lie) we checked out another location for the company.

To my pleasant surprise, this sales person also offered the same extended warranty with the pet coverage. This made us feel a little more comfortable about our decision and figured it would be worth the wait.

To make a long story short, after receiving delivery finally of the long awaited couch, we had to make a claim within a couple of weeks. After submitting all the paperwork and pictures we come to find out that they do not cover pet damage.

So I went to call the store only to find out that they closed and are closing all the Florida locations. This was never disclosed at the time of purchase either.

I am a very educated consumer, but when two store managers assure me about warranty coverage I let my guard down.

I will never do business with this company again, and suggest all consumers to do the same.

By the way, the company is currently bankrupt (I wonder why?) and being taken over by a Chinese company. Does this bother anybody else?
     
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Posted by momsey on 2010-07-29:
A salesman will tell you anything to make the sale. Most of the time, they don't even know the specifics of the warranty, they just want to sell it. Always get anything like this in writing!
Posted by foodstuff on 2010-08-13:
diamondman -

Are you sure that your salesman said that the pet stains and damages were covered under the warranty and not under a sofa insurance plan?

Sofa insurance and warranty are two very different things.

I used to work for Jennifer Convertibles. I know that the merchandise comes with a 1 - yr Worry-Free Guarantee that covers manufacturer's defects - but not pet stains and damages. That's the warranty. Pet stains and damages are covered under a Fabric/Leather Protection Plan - that is the sofa insurance plan that costs $99 per couch where you are covered for unlimited repairs and cleanings for 5 years. You can choose to buy this or not buy this.

The warranty information a.k.a. Worry Free Guarantee is written on the back of the contract. On front of the contract, there are references to the separate Fabric/Leather Protection Plan. "Yes, sign me up for the Protection Plan," then there is another option, "I assume responsibility for all stains and damages following delivery." (This is not the exact wording - I cannot remember the exact wording.) The sales associate will have you check off and initial the latter option if you decide not to purchase the insurance plan.

I don't know whether your salesman lied to you or if you just misunderstood and are confused between the concepts of "warranty" and "insurance," but you should have studied the contract a bit more carefully. If you had, you would have known that pet stains and damages are NOT covered by the warranty - what the warranty aka Worry Free Guarantee covers and does not cover is discussed on the back of your yellow sales invoice.

So many of complaints I read for any store (not just Jennifer Convertibles) are from people who did not read their sales invoices, paperwork, or contracts.
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Horrible goods & cust serv - phone list attached
Posted by Spoogy on 08/21/2007
LOS ANGELES -- Issue: Couch is beyond repair and needs to be replaced according to repair technician

A part of the frame on the underside of the frame broke off of the couch on 6/21/07 and was called in to the customer service number for repair. A technician arrived on 7/20/07 to repair the couch which he did he best to repair but could not return the couch to original working order. The frame was put back into place, but the springs under the cushion remained sunken and lower than other sections of the couch.

A second claim was put in for repair, upon which another technician arrived on 8/21/07. This technician, Robert, explained how couches sold by Jennifer Convertibles were of very poor quality and constructed of particle board and shoddy craftsmanship. He tried to repair the couch for the next 2 hours and said that the couch was beyond repair and needed to be replaced. As all repairs are done via contracted repair centers and not directly through Jennifer Convertibles he would need to submit a report which would state the couch could not be repaired.

At this time the couch needs to be replaced in a timely manner as it was not fixed per the original claim which was placed within the warranty period. The couch has not been able to be used for the last 2 months and at this point legal action is an option.

The couch has been broken for over 2 months at this point, and the staff in the call center at Jennifer Convertibles is beyond rude when dealing with my issues. In particular Elliot, when asked to speak to his supervisor, will put a woman named Latoya on the phone who's conversational tactics are to speak over you or to put the phone down and walk away from it.

If you do call, demand to speak to Julio Torres and demand that you see action within 1-2 days, not the normal 7-10 business day window that they say is manditory. Julio does have the authority to push repairs through and put a 'rush' on your repair.

Remember that when the service technician comes to repair your couch, he is on your side. He has repaired more horribly constructed pieces of furniture from Jennifer Convertibles and knows what you are going through. Make sure that the technician reports the item as unrepairable and then push for Jennifer Convertibles to send you a new item.

Here are names and emails to contact:

Claim Center
1800-371-6111
Manager: Julio Torres
xt. 3660
jtorres@jenniferfurniture.com

Julio Torres' manager:
Meryil Gair
xt. 3786
mgair@jenniferfurniture.com

Meryil Gair's manager:
Ron Turin
xt. 3890
rturin@jenniferfurniture.com

Ron Turin's manager:
Marty Erich
xt. 3276
merich@jenniferfurniture.com

Marty Erich's manager:
Harley Greenfield, CEO
hgreenfield@jenniferfurniture.com

Contracted service center for Los Angeles, CA
1800-350-1523
Be nice to the service people, they are not Jennifer employees and are your best shot at getting a new chair, couch, parts etc. Use this number to verify when reports are sent to Jennifer Convertibles and to make sure the technician can find your house.

Contracted parts center:
Caye Home Furnishings/Stratford Upholstery
1201 West Bankhead St.
New Albany, MS 38652
662-534-4762
ext. 715 for parts
If Jennifer Convertibles owes you parts, or a part has to be ordered for your item, this is where it comes from. Obviously Jennifer Convertibles does not like you knowing where their suppliers are, so if you are waiting for parts call the number above and say you are Elliot or Latoya from Jennifer Convertibles and that you are checking on the status of an order for a customer.
(note: I had to do this within the first days of my purchase. My couch did not come with screws for the feet/legs and Jennifer Convertibles told me over and over after many calls that they were on order. When I finally tricked a rep into giving me the number I called the parts contractor myself to only find out the parts were never ordered. I ordered them myself and had them sent directly to my work. My couch was on towels for over 3 months.)

Good luck if you already own a Jennifer Convertibles item, and if you do not then STAY AWAY. Spend a few more bucks and go somewhere else. The few hundred you would be saving is not worth your time or energy.
     
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Posted by SSC on 2007-09-24:
YOUR STORY IS TOO SIMILAR TO MINE. SOFA SECTIONAL, SLEEPER (MINE CREAM COLORED FABRIC) WAS DELIVERED BROKEN. TEC SAID HE COULD NOT FIX IT. THANK YOU FOR THE E-MAIL ADDRESSES.
Posted by Aviluctuck on 2009-04-27:
NONE of those people are on "Your Side" They ALL work for Jennifer Convertibles. I worked in SoCal. And know ALL of those email addresses. None of them are there to "Help" you or anyone. jtorres WAS a District mngr. No longer with the company. ALL of the other email addresses are for corporate OR District OR Regional mngr's.
As far as "Elliot".......Let me just say I was professional with everyone on the phone. However, MOST 99.99% of customers are NOT.
This is not to disclaim your experience. Jennifer Convertibles especially COrporate Offices arer not there to help anyone, but themselves.
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