Worst Customer Service!!!
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.