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Jennifer Convertibles Inc - Page 2

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46 Reviews & Complaints

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Unprofessional Behavior of Sales Rep
Posted by Bmagin320 on 03/20/2013
CORAM, NEW YORK -- I went in to the Coram store and was greeted by "Bill". I voiced my displeasure regarding a paid-for recliner that was left out of my delivery over a month ago, and that upon speaking with a store representative and telling them that I did not have another entire day to sit around waiting, that I would like a one to two hour window.

First, the man on the phone told me not to worry, that there will be no additional charges for the separate delivery. Yes, he really said that. Then he told me that they would call to schedule delivery. Never happened; I guess that he didn't like my demands. Back to the store....First Bill was told no manager could be reached. Then he condescendingly ask me if I was "reasonable" on the phone. He checked his computer, found nothing then pretty much gave up. I explained that I received a partial delivery, to which he rolled his eyes and spoke to me like a child, stating "you didn't tell me THAT."

I asked for the managers name, which he would not give me. I asked for his name, which he wrote on a card and THREW at me, yes I said that right. He then walked away and refused to talk to me. THEN, he commented on the way I talked to HIM, and said "nobody talks to me that way, my wife doesn't talk to me that way, you are not going to."

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Horrible Customer Service
Posted by Roxaneavila on 03/12/2013
UPLAND, CALIFORNIA -- I purchased a sectional couch and dinette for a very good price about $1100 for all that furniture. The person who sold it to me was the manager. It was purchased on January 21st and I paid a little more than half. I was told that it woud take about 6-8 weeks before they woud be delivered. I asked if I could just come pick it up since it was $159.99 of delivery fees. The manager said "well you could but you don't want to do that because the dinette has several pieces to put it together and you don't want to go through all that trouble" I agreed and decided to purchase it. At the 6 week mark March 1i called and spoke with Nicole. She was very nice and informed me that the manager that sold me thr furniture was gone for 10 days. She said Jennifer manager from the Pasadena store was assisting their store in the meantime. Jennifer was the only one who could check the status of my order. I thought no problem I understand nicole is a sales associate and that information was only availale to management. I waited until Sunday March 3rd and didn't get a call from manager Jennifer. I called the upland store and nicole answered I asked her why I didn't get a call she apologized and saidshe spoke with Jennifer and that it was only 6 weeks and that I still had another 2 weeks and to call back by Wednesday or Thursday. Okay no problem again. I called back Wednesday March 6th and got nicole again. She said that she would leave a note for Jennifer whose covering the store and that Jennifer woud call me back. I didn't get a call back on Thursday or Friday so I decided to call. On March 8th I spoke with nicole again and she said she would email the manager and get some info I heard her typing while I stayed on the line. She said she sent the email and would call me back when she got a response. So I waited. Nicole left a voicemail saying this " your furniture was stuck in customs and it will be available to schedule a delivery date after April 5th" I was irrated at this point. I'm in a new apartment with no where to sit and eat. I called her back and said that my receipt stated 6-8 weeks and after April 5th is 10 weeks. She sounded surprised and said "wow really 10 weeks, okay let me see what they can do" so I waited again for a call
back. I received a phone call back from Jennifer the manager from the Pasadena store and all she did was repeat the same information nicole gave me. She was also very rude saying "i was just about to call you. I'm with customers and don't have much time." I started to thank her for helping me when she rudely cut me off and said she call back with any other information. I didn't get a call back and at this point I don't want the furniture. I call upland on Saturday and get nicole explaining the conversation I had with Jennifer and that she was very rude, nicole aplogized and I asked her if I could just get a full refund that I am dissatisfied with everything that had happened. She apologizes and said that I could get refund but that the manager wod have to do it and said he would be back in on Monday. I called Monday and spoke with the manager and he said that there is no full refund I would have to pay 30% of my purchase. I was very unhappy with this. The manager was not helpful and very rude. He continued to say that the price I got my furniture for were a great deal and that I just need to wait for my furniture. I asked if I could get compensated for having to wait 2 weeks more than they said. He immediatley said no then said well I can talk to corporate but I guarantee they will only credit you $25 bucks. I then asked since I already paid can pick a couch off the showroom floor so I have something tonight and he said no. He directed me to the website for the customer service phone number and said see what corporate can do. I get to the website and there is no direct phone number to corporate. All there is is an email to adress your concern. I emailed and then decided to Google the customer service number and find there are over 100 reviews of customer service horror stories with Jennifer convertibles. I call the number and they direct me to tim Smith ext 5709 and I have already left 2 voicemails at 2 and 4 and have yet to get a call back. My only options are pay 30% and get no furniture or fight with the voicemail inbox and wait until after April 5th to schedule a delievery date. This is horrible service!!!!
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Don't Buy At Jennifer
Posted by Praveenrudraraju76 on 09/29/2011
I bought a sofa set on August 7th 2011 at Jennifer convertibles. They told me I can expect the set in 4 to 6 weeks time. It's 8 weeks and there us no news about the sofa. I am very disappointed with the service. You can find better sofa sets at other places.

Please look around - don't buy at jennifers, you will repent it like I am. They won't even let you cancel the order otherwise you will loose 30% of the bill.

I will never go back there.
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Posted by Alain on 2011-10-01:
Have they contacted you at all about the reason for the delay? They have said their July, 2010, bankruptcy filing wouldn't effect their business, but I wonder if it has.
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Terrible delivery, service and warranty follow-through
Posted by Paulmac56 on 07/06/2011
BREA, CALIFORNIA -- Bought 2 whole sets of furniture in June 2010. Noticed a split seam in one piece when the furniture was finally delivered 8 weeks later. It is now July 2011 and we still do not have an acceptible piece of furniture. Many calls to customer service have not helped. THey keep claiming it has or will be shipped. Obviously I will never use them again and suggest you do not either. We aren't even happy with the other furniture.

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Cheap Sofa Material Poorly Done
Posted by Cathie037 on 04/09/2011
LONG ISLAND, NEW YORK -- I bought a sectional from Jennifer in December of 2010. I notice that the sofa had came 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 its 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.

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Delivery and Store are horrible
Posted by Grybk1 on 01/26/2011
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.
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Horrible Leather Furniture
Posted by Fool no more on 11/26/2010
After only having my leather furniture for two years the leather started to peel. There is now little black pieces all over the floor and it sticks to your clothes. This company does not stand behind their product and refuse to do anything about this catastrophe. I will never buy anything from this company again. I'm telling all potential buyers to beware.
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Posted by Anonymous on 2010-11-26:
Any leather that peels needs to be handled by a professional. It is difficult to repair leather that peels and if you want it done right, you`ll need someone with experience. He can blend it back into the rest of the leather if he knows what he`s doing. There are alot of companies that specialize in this. Be sure to follow manufacturer's recommendations on caring for your leather furniture. The biggest culprits of peeling are water and sun damage.
Posted by LG on 2011-11-16:
I have the same issue. My sofa is not even two years old and it is peeling. We purchased the warranty from them and they said it does not cover peeling!! They are HORRIBLE!!! We had not water or sun damage.

Don't buy from them!!
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Posted by Ann225 on 10/01/2010
Do not purchase a single item from this terrible place!! They will cause you nothing be agrivation. Half of my order was deliver and the half that was delivered was damaged. They said they would repair and never showed up then said they would replace the couches and never showed up again!!! Then they continued to say that I never paid them for the furniture, which was on a credit card that the bank verified was paid. One big scam!!! No wonder they are bankrupt!!!!!!!!

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Posted by Skye on 2010-10-01:
You could of refused the part of the order that was damaged.
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Enraged and unhappy
Posted by Jennibigots on 09/08/2010
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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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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