Jennifer Convertibles - Horrible Customer Service
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!!!!