TUSTIN, CALIFORNIA -- I attempted to buy a Sofa/Sleeper from Jennifer Convertibles but over 12 weeks later have given up and had to go to my credit card company to get my money back. When I originally purchased the piece of furniture they told me it wold be 4 weeks from purchase (2/13/2010). I tried to pre-schedule a delivery but they told me I would have to wait for their call, once the furniture had arrived at the local warehouse. They called to schedule delivery at 4 weeks but told me that they were booked up and the soonest weekend date available was Easter Sunday (4/4/1020). I asked them if they were sure they would be delivering on a holiday and they confirmed that they would be working that day.
On 4/2 they called to let me know that they could not deliver because it was a holiday but that they could re-schedule my delivery at the next available appointment (3 weeks later). At this point I asked for a call from ** (Tustin GM). I heard nothing from the manager for weeks and began trying to escalate to corp. There are no phone numbers with live people So I filled out a web form (3 times) with no response.
Finally, near the end of April ** calls and offers me a delivery date of May 7th. I ask about a weekend delivery and mention the fact that they were the ones who rescheduled causing this problem in the first place and he stated that 'I can take the 7th or wait two more weeks for a weekend delivery'. I asked for a morning appointment and he told me that I could make a request for either a morning or afternoon appointment when they called to confirm.
When they called me, two days before the delivery date, they told me that the delivery slot was between 10AM and 2PM at which point I informed them that I could not take a whole day off of work to wait for a couch and could only take delivery on that day if they called me 30 minutes beforehand. Needless to say they called when they arrived and left within 5 minutes (before I could race back to the house from work). I called the store immediately and was informed that they could re-schedule delivery, but that I would need to come back to the store and pay the delivery fee again in full prior to them making an appointment.
I have since tried to reach corporate, the regional manager, the store manager but nobody will answer the phone or call back. Thank goodness for the folks at Visa, who credited me back! You'd think a furniture purchase would be simple... I will NEVER buy anything from this company again! Since my debacle, I checked with Better Business bureau (31 Unresolved complaints - Grade "F") and read up on the web about a vast array of company service issues and lawsuits against Jennifer Convertibles/Jennifer Sofa. BTW - Here's a link to an interesting article on them below **.
GLENDALE, CALIFORNIA -- My delivery window was between 1 and 5 pm. It was rainy so I can appreciate that they might be running a bit late. I called the store at 4:45 pm on Nov. 20 to make sure they were still coming. ** told me in a very non-caring way not to worry and that they were coming. She did not apologize or anything about the late schedule and the call ended.
At 5:30 pm I was feeling bothered by ** attitude and worried that she just blew me off so I called again. Once again, her attitude was such that I was the problem - must have lots of customers in that showroom on a rainy Sunday evening at 4:45 pm so you can't take a minute to attend to my concerns! And she quickly said that due to the rain they were probably running late. I asked if there was a number to call the delivery folks with and she said there wasn't. She said they use an east coast company that does the scheduling and that they were closed.
Then silence again (I think she took a class where they taught the student to just go silent and not say anything else when confronted by a difficult retail issue)... I commented that her attitude was uncaring and she insisted that she did not have an attitude. She also added that deliveries go until 9 pm. Well, I was not told this when I scheduled my delivery (they had over one week to schedule this delivery for me!). I was told 1 to 5 pm and I had plans for the evening.
Also, I have worked with other vendors and I have always found that they call you on the day of the delivery OR I have even received calls when they were running late. That's just courtesy and customer service, folks! I wish I would have read these reviews before I went there to support a business in my city. Never again. I would rather go to Ikea or Living Spaces (which means driving outside of Glendale). I have heard satisfactory comments from my friends who have shopped at Living Spaces.
The Glendale, Ca Jennifer Convertibles store has uncaring employees and they either have too much business so they think they can blow people off or they are barely hanging on and can't handle what business they do have and use fly by night seedy delivery companies. I paid $100 for delivery (and have read of other reviews where they sock it to you with these delivery charges at Jennifer Convertibles).
And I am still waiting... 6 pm. Let's see if they come at 9 pm tonight. Not a single phone call from them - makes me mad! If I don't get my delivery tonight, I will be posting again. Final word: I would not be feeling this way if the customer service was a bit more attentive. Thanks, **! You are a gem... I know you will go far in the sales and retail world!
ANNAPOLIS, MARYLAND -- I waited 8-10 weeks for a custom sofa bed... paid an outrageous delivery fee and had an incredibly awful experience during delivery. Apparently the drivers were informed that I owed a C. O.D. UNDER $8.00 and that the sofa could not be delivered unless this Cash On Delivery was paid. I showed the drivers my receipt showing that my balance had been paid in full but that did not matter.
The customer service representative that the delivery person was on the phone with was just plain rude when I spoke to him regarding c.o.d. My options were 1. pay the COD I didn't owe, and have sofa delivered or 2. Have the sofa delivered at a later date. I was outraged. This sofa cost over $1000 and I was being penalized for an inaccurate c.o.d. UNDER $8.00.
To top it off, no-one was at the showroom the sofa was purchased from to confirm that order was paid in full for hours. I called several times on my personal telephone line to hear a busy signal. The service at the Maryland showroom is horrendous as well. I have gone to the showroom 3 times to read a sign at the door that reads "be right back" during normal business hours. And no-one ever shows.
I decided to pay the c.o.d. to be told that the sofa would not fit through my door and that the drivers "could not wait". Hence, after almost an hour of arguing with the rude customer service representative and the rude drivers, my new sofas sit in the middle of my front entrance completely packed. They were supposed to go in the basement. When the store manager called later that evening and asked what she could do to help, my husband said have someone come out and put the sofas where they belong, she said she "could not do that". Horrendous! I wish I would have read reviews before purchasing. I would never buy from Jennifer Convertibles again.
ARMONK, NEW YORK -- Early in June '09 I purchased a convertible sofa from the Scarsdale, NY store. It was delivered on time, as promised and set up by two pleasant gentlemen who were in a hurry. I realized after spending time around it and trying various throw pillows, that one of the back cushions has significantly more fill than the other.
Since the cushions on this model are sewn into the whole cover it's not a simple matter of adding more stuffing. I put in a service request by e-mail on the form provided to have this looked into. Later as I was looking for an opening in the slipcover hoping for the possibility of a simple repair, I discovered that one arm has not been attached securely to the back frame, causing the back of the sofa to be easily moved back and forth. Another service order.
I was assured that both problems could be reviewed by the same tech, and so I waited the five days it would take. No call. I contacted the service center again, and the customer care representative gave the phone # of the tech and also said she/he would re-contact him/her. The several times I called the number I got a terse voice message with no company identification. I asked for a call back even if it wasn't the correct # so they at least would stop getting my calls. Nothing.
I researched the number through Intellus and paid $4.95 to find out that the number belonged to a 26 year old woman named Ann. I contacted the customer care and gave them this information. They told me that would send a rush request to another tech company and I would here from them by the end of the week. Today. Nothing. While I love the look of the couch, at this point I want nothing more to do with it or with Jennifer. I will be contacting the company to ask for a refund. (I know, another merry-go-round) While I admire the tenaciousness of many Jennifer's customers in having their purchases made right. I don't think I have the energy or the will to stay engaged with them.
CULVER CITY CA -- I purchased a sofa bed for my daughter from their Culver City, CA store. The sofa was delivered and as soon as the delivery people walked out the door, my daughter noticed a few rips in the fabric. She ran after them, but they pulled away from the curb before she could catch them. She called the store immediately. It took them one month to get someone out to look at it, and the best they could offer was to repair it.
My daughter told them she paid for a brand new couch and wanted a brand new couch. I had stopped payment on it until this could be resolved. It's now been over a month and she still hasn't heard what they are going to do. Fortunately, I still haven't paid, but I will NEVER buy from them again. Also -the low prices are a come-on - they then charge a fortune for delivery.
PHOENIX, ARIZONA -- It would take me quite some time to write the entire story, but suffice to say, I am still battling with Jennifer Convertibles to fix the sofa bed they sent me. It was delivered on July 5th and today is September 28th. The sofa bed was broken, the cushions are mis-shapen and it looks nothing like the sofa from the showroom floor. This has been the most awful purchase I have EVER made!!! I will NEVER go back to them.
The customer service is horrible! They do not pick up their phones, I cannot get in touch with a CEO or President of the company, and their customer service complaint person has still not returned my call. To say I am disappointed is an understatement!!! I'm not certain what I am going to do next, but contacting my attorney is a thought.
NOVI, MICHIGAN -- My story is the same. 07/20/07 Purchased furniture. Delivery truck came late. Furniture was missing 4 of the 8 legs, marks on fabric-ex. Tried to refuse delivery. 30%Re-stock, $199. Del fee, $269 warranty. I was assured my warranty would cover it. The legs would be over nighted. That took about a week. Now that all the legs are on the sofa we discovered it to be broken, tech comes out, furniture is un-repairable. 09/05 Sent "replacement furniture" my replacement furniture sounds like another readers rejected furniture. It had what appeared to be mold on it.
This time I refused the furniture. Took pictures & grabbed a witness. I contacted the company. Customer service said she put in for a refund and pick up of the first set of junk I have been storing in my family home. (I saved it in an e-mail) today is 9/24/ and that never happened. They refuse to e-mail me back or take my call. The local TV station here in Detroit went to the store to interview them. They contacted ** to worn them about the news report about to air and they did not even bother to call to make it right. I just want my money back like promised. I gave them 2 chances to send new furniture.
Please contact the attorney generals office in New York if you too have had a problem. Call your local TV station. I wish someone would have warned me. I did not search the web before I purchased my furniture, only when I had the problem now it is too late-or is it? There was a 2004 the court ordered judgment against this company, maybe it will happen again.
VIRGINIA -- I've read nothing but very poor reviews of Jennifer Convertibles which frightened me so much (the reviews), that I almost considered canceling my order. The reviews did prepare me in the event of accidentally-canceled orders, missed deliveries, and difficulty in getting a refund, but I am pleased to report that the entire process from paying to delivery went very smoothly.
We bought the couch on December 3. It was on sale and for $200 they added a pull-out bed. We were given several delivery options despite the holiday crunch, and we picked December 23. The deliverymen called the day before to establish a 5 hour window (8 AM to 1 PM). They came at 8:45 AM and were finished with its installation by 9:15. They reviewed the features of the couch while I checked its condition and signed off.
Overall, there were no delays, no cancellations, no extra charges, and no quality issues. It may have come as a result of me having low expectations, but I felt it was important to report at least one positive review of Jennifer Convertibles. They have great deals; go for it!
We purchased a sofa bed that was 'supposed' to be much more comfortable with the upgraded mattress, and no metal bar in the person's back when sleeping. The problem was that the 'upgraded' mattress smelled so bad when it was unwrapped that it had to be put outside to air out. The bed was so uncomfortable when someone tried to sleep on it that we could not use it. Even though it was never slept on, we could not take it back for a refund. We paid about $1,000, and ended up selling it for $300. Unbelievable back and forth with N. Y. - for nothing. I would not recommend this company to anyone. No wonder they went bankrupt before. STAY AWAY. ** - Mission Viejo, CA.
PORSTMOUTH, NEW HAMPSHIRE -- We went to Jennifer looking at sofabeds. We ended up liking a couch, and asked about the sleeper version. What we were told was that the sleeper was 98% the same. After delivery and $2000 later, we realized it wasn't the same as the sofa in store. It squeaks, sags, and the slipcover is way too large. We asked about a return and showed our unhappiness at the showroom the first few days after delivery. They made an appointment for the technician. He came out, told us we probably saw an older model that isn't made, called our sofa "defective," also offered to come back and add to the pillows, or do work on the sofa.
My wife and I both didn't spend our hard earned money on a new sofa that needs work put into it. Well a month later, a 2 page letter to customer service, a dispute with my credit card, and a note into the BBB, I'm still being told we can't return due to the technician finding nothing wrong with the sofa. The same technician that agreed with everything we found. GRRR.. never will I go near or buy from them again. Btw, the store we bought the sofa at closed down 2 weeks later.