WOODBURY, NEW YORK -- I purchased a sofa and chair in September/09. I picked it up at the warehouse and once home, unpacked the chair for assembly. One of the legs would not screw into the base. I called the store of purchase and they told me I could not exchange the chair because I did not assemble it at the warehouse. Company policy states that once it leaves the warehouse, they are no longer responsible, therefore I was stuck with it. I explained it was a manufacturer's defect, but was told it was my responsibility to find the problem at the warehouse.
I called the 800 customer service number and was told the same thing, however they would send a "technician" to assess and repair the chair. I said I wanted a new chair, not a refurbished new chair. Was refused and agreed to a "technician". No call. Called back in two weeks, again promised a "technician". No call. Reversed charges on my credit card and started sending certified letters demanding they pick up their property. They did actually respond to the letters, but refused to pick up the furniture per their policy and again forced the "technician".
A "technician" finally called but he said he could not bring a new chair and would only be there to repair the damage. I cancelled pending my next contact with Jennifer Convertibles. By this time I told them I would be complying with California law and would dispose of the property if they did not come and get it. Again they refused and my husband agreed one last time to allow a "technician" to come. The "technician" never called. I sent my final letter to Jennifer Convertibles and told them that I had been storing their furniture longer than the law prescribed and that it would be auctioned off, with the proceeds less seller fees returned to them.
They said the warehouse would call regarding a pick up, however that has not happened and I suppose I will be gong through the inconvenience of having it auctioned off. So buyers beware!! There is no recourse for you once you buy the furniture. Per their contract, you cannot exchange or get a refund on the furniture. You buy, you own. And unless you don't mind the inconvenience and headache of dealing with a company who bullies their customers, go right ahead. I've spent months dealing with them and they will still receive proceeds for their furniture if they don't pick it up and I have wasted all this time.
And I still end up with no furniture. Please be diligent if you are considering buying from this company. Please search the Web regarding consumer complaints. My complaint is not unusual at all. And it's the tip of the Jennifer Convertibles complaint iceberg. I also filed a complaint with Consumer Affairs since I gave Jennifer Convertibles every opportunity to resolve the problem and they were uncooperative.
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 through 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.
ROHNERT PARK, CALIFORNIA -- Bought couch Sept 8, 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.
** 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 guarantee 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 ** our sales rep. Was informed she was not there and so ** tried to help but then put him on hold.
Someone else came on stating his name is ** 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 replied. We were just sitting and laying on the couch when it broke. We were told by ** that we can return this couch set and that's what we want. ** then replies that he will not return the couch set and that whatever ** said is untrue. My husband then said this couch set is crap and we should not have to keep it. ** 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 contract 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, ** to help keep me as a potential future customer, I would like the following: I have wrote to consumer reports and better business bureau also writing 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.
LONG ISLAND, NEW YORK -- I bought a sectional from Jennifer in December of 2010. I notice that the sofa had come apart I called to have them send a tech to exchange the furniture the tech came to my home on March 31 2011. The tech told me it was poorly made and that they would reorder the material or exchange the sectional. I call the VP Les he told me they will send the material to my home wait for it and they fix it. You can see how poor this material is and so cheaply made. He told me they stand by there product but will not in no way shape or form exchange it.
How does a big company like this say they stand by there product and does not want to satisfy the customer and exchange it what the tech said would happen. And yet nothing is going on I have a rip sectional and still no contact and was told by the v. P. That it's his final word no other above him that can change his mind, I am so unhappy I save 1 yr to buy a living room set and this happens and I get no where speaking to hire up.
How does a company like this stand by there products? How can they say that? How does the v. P. Les tell me that we can help you but we stand by our products? Please help me in the sectional problem that has me so stressed out and no one to turn to. I don't have the money to go buy a new set I am a single parent. Don't know who to turn to.
BAILEYS CROSS ROADS, VIRGINIA -- I purchased a sofa from Jennifer Convertibles in Baileys Cross Roads VA. The delivery people were supposed to delivery, unbox and assemble my sofa. They did deliver it and that was it. I called the store and they confirmed what was to be assembled but there was a miss understanding on the delivery personnel. However, Jennifer refused to refund any part of my assembly fee of $99. So I did all the work myself and discovered a huge scar on the sofa when I unboxed it. Its an ongoing nightmare! Terrible delivery, customer service and management. Avoid them at all cost.
DUBLIN, CALIFORNIA -- This store is a ripoff! Was told the Guardian Shield would protect against any damages to the furniture and we paid the store to deliver the furniture. We noticed damage to the sofa and ottoman a couple of weeks after delivery because the pillows were covering the damage. They refused to repair the damage or replace the damaged sections because they said it happened during delivery (they delivered it!) and we were supposed to report it within 2 days. Huh??!! We have reported it to Better Business Bureau and our 20,000 Twitter Followers will be hearing about it too! Go somewhere else for furniture.
PORTSMOUTH, NEW HAMPSHIRE -- Less than 2 years ago, I purchased 2 leather loveseats fro Jennifer Convertibles in Portsmouth, NH. Upon delivery, the leather on one of them was bubbly and peeling. It took 6 weeks to get their repair technician out to look at them. He said they would replace the leather covers. One of the loveseats was a twin sleeper, this was the one that was peeling. The cushions on this piece are removable. The other one had attached cushions. It took 8 weeks to get the replacements and they sent the ones that were on the non removable piece. It then took another 8 weeks for the right ones to come in.
In the meantime the sleeper sofa started to sag in the middle. This issue required a separate service call and the tech put a board in the front to reinforce the frame that could not support the sleeper. This furniture is very poorly constructed and I question if the leather is even real. I have never seen real leather bubble like this. The same cushions are bubbling again approximately 1 year later and the frame is sagging again. Do not waste your money on this furniture.
CULVER CITY, CALIFORNIA -- OK... so this Jennifer 'Brand' is just a SHOW ROOM... ALL for SHOW and EXTRA CHARGES and DELAYS for item(s) to be in your ROOM !!! I have NEVER went to PURCHASE furniture and as the end result had to wait 6-8 WEEKS to enjoy/use!!! I'm GLAD I DIDN'T TRASH MY SOFA thinking that I can BUY & ENJOY - same day / or even at the most a week later!!! MIND YOU I researched online & called the 'showroom' in regards to the item that I saw advertised on TV.
If it weren't for the price and ''small'' size of the leather sectional that I've been searching for and apparently I am STILL WAITING on delivery for; and the FACT THAT I CAN NOT GET A FULL REFUND; and not to mention that NO ONE IN CUSTOMER SERVICE has RESPONDED TO MY EMAIL of concern that no where on the website does it stipulate LENGTHY DELAYS or an EXTRA CHARGE of $200 for DELIVERY; nor how THE ADVERTISED TELEVISION ITEMS ARE ON 'EXTRA' BACK ORDER - I WOULD GET MY "BLEEPING" required partial payment of $400 CASH back !!!
This store is a JOKE... and to BELIEVE THAT THEY ARE STILL IN "FLIPPING" BUSINESS!! I WILL WARN EVERYONE not to waste TIME & MONEY with this business!! I did not know that I couldn't get a REFUND until I read the back of my receipt - the SHOWROOM representative never stated NO REFUND nor is it printed on the front of the receipt!! They don't offer any type of incentive for the LENGTHY DELAYS; back orders... NOTHING!!! they don't even RESPOND TO THEIR flipping EMAIL CUSTOMER SERVICE!!!
I paid for my furniture on Feb 10, 2010. I had to wait a month to pick it up because the delivery charge was an additional $200.00. When me and my husband went to pick up our furniture at the warehouse they brought it out the men would not help me & my husband load it! They laugh when I dropped the box, they were horrible. Thankful other customers helped us load it. My coffee table & end tables were missing, Now they tell me it will be in N. Carolina April 22 WTF! Refund, there horrible go somewhere else- Were in Florida. The sales person were not even calling me about when I'd get my furniture. Also my couch is not even all that
HUNTINGTON BEACH, CALIFORNIA -- Words cannot describe how bad the experience I am having with Jennifer Convertibles is. I ordered a couch two weeks ago to be delivered on March 6th (four weeks for delivery is already bad enough). Yesterday I received a call saying that a boat got lost at sea or something and they don't have my couch and don't know when they will, but it will be at least another 4-6 weeks.
After talking with managers and customer service specialists, all of which had an attitude, I asked to cancel. They told me I would be refunded within 7-10 days and I went out and bought another couch. Now today they call and say they are keeping 30% of my money even though they are the ones that cancelled the contract with me! I can't get any help and am now out several hundreds of dollars for nothing but an empty living room and a horrible experience. I will be suing for my money back.