Jennifer Convertibles Inc Informative - Horrible goods & cust serv - phone list attached
LOS ANGELES -- Issue: Couch is beyond repair and needs to be replaced according to repair technician
A part of the frame on the underside of the frame broke off of the couch on 6/21/07 and was called in to the customer service number for repair. A technician arrived on 7/20/07 to repair the couch which he did he best to repair but could not return the couch to original working order. The frame was put back into place, but the springs under the cushion remained sunken and lower than other sections of the couch.
A second claim was put in for repair, upon which another technician arrived on 8/21/07. This technician, Robert, explained how couches sold by Jennifer Convertibles were of very poor quality and constructed of particle board and shoddy craftsmanship. He tried to repair the couch for the next 2 hours and said that the couch was beyond repair and needed to be replaced. As all repairs are done via contracted repair centers and not directly through Jennifer Convertibles he would need to submit a report which would state the couch could not be repaired.
At this time the couch needs to be replaced in a timely manner as it was not fixed per the original claim which was placed within the warranty period. The couch has not been able to be used for the last 2 months and at this point legal action is an option.
The couch has been broken for over 2 months at this point, and the staff in the call center at Jennifer Convertibles is beyond rude when dealing with my issues. In particular Elliot, when asked to speak to his supervisor, will put a woman named Latoya on the phone who's conversational tactics are to speak over you or to put the phone down and walk away from it.
If you do call, demand to speak to Julio Torres and demand that you see action within 1-2 days, not the normal 7-10 business day window that they say is manditory. Julio does have the authority to push repairs through and put a 'rush' on your repair.
Remember that when the service technician comes to repair your couch, he is on your side. He has repaired more horribly constructed pieces of furniture from Jennifer Convertibles and knows what you are going through. Make sure that the technician reports the item as unrepairable and then push for Jennifer Convertibles to send you a new item.
Here are names and emails to contact:
Manager: Julio Torres
Julio Torres' manager:
Meryil Gair's manager:
Ron Turin's manager:
Marty Erich's manager:
Harley Greenfield, CEO
Contracted service center for Los Angeles, CA
Be nice to the service people, they are not Jennifer employees and are your best shot at getting a new chair, couch, parts etc. Use this number to verify when reports are sent to Jennifer Convertibles and to make sure the technician can find your house.
Contracted parts center:
Caye Home Furnishings/Stratford Upholstery
1201 West Bankhead St.
New Albany, MS 38652
ext. 715 for parts
If Jennifer Convertibles owes you parts, or a part has to be ordered for your item, this is where it comes from. Obviously Jennifer Convertibles does not like you knowing where their suppliers are, so if you are waiting for parts call the number above and say you are Elliot or Latoya from Jennifer Convertibles and that you are checking on the status of an order for a customer.
(note: I had to do this within the first days of my purchase. My couch did not come with screws for the feet/legs and Jennifer Convertibles told me over and over after many calls that they were on order. When I finally tricked a rep into giving me the number I called the parts contractor myself to only find out the parts were never ordered. I ordered them myself and had them sent directly to my work. My couch was on towels for over 3 months.)
Good luck if you already own a Jennifer Convertibles item, and if you do not then STAY AWAY. Spend a few more bucks and go somewhere else. The few hundred you would be saving is not worth your time or energy.