Jennifer Convertibles Inc Complaint - Missing "Customer Care"
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 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.