WESTBURY, NEW YORK -- I recently bought a lot of furnitures at Jennifer Convertibles located in Carle Place, NY and I had terrible experience. It took the company 4 times to deliver my furnitures and even so, there are 2 items that are still missing at this point. When the company calls to schedule the time for the delivery, I asked them to confirm what items being delivered to make sure they have everything, they told me that the "only make the call, they don't know what items are being delivered" so you don't know what you're getting until they actually show up at your house.
First, when we went to the store to schedule the delivery, we scheduled it for Friday 9/23/16. However, the store manager, Cinthia changed it to Sunday, 9/25/16, and didn't bother to call and tell us. The 3rd time they made the delivery, which was supposed to be the last time, we were still missing a bed and a mirror.
When I called the store to ask about it, the store manager, Cinthia, blamed me for not telling her what was missing. I told her that every time they deliver, there was a list of the items so she should know what had been delivered and what was still missing. She was rude and argumentative and at some point during the conversation, she hung up the phone on me. Then she told me when I called back that she didn't know where the missing items were at that point. She said she would find out the next day and get back to me which she never did.
Throughout this conversation, she kept repeating that it was my fault that she didn't know about the missing items. I had to call the store back to talk to someone else who found out that the missing items were transferred to the wrong warehouse. When I called customer service to complain about this store and how the store manager conducted business, I was promised a call from the Regional Manager, "John", to resolve the issue. Well, 4 days later I still have not heard from that manager. Obviously, customer service is not important to him. Most of the company's representatives we talked with were rude.
Throughout my life, I receive excellent customer service and poor customer service and anywhere in between. However, Jennifer Convertibles really broke the records for me in terms of poor customer service. I don't usually rate my experience online. However, I'll make an exception this time and give my rating on this experience. I don't want anyone to experience what I had to go through with Jennifer Convertibles.
NEW YORK CITY, NEW YORK -- I have never written a bad review before, but I think customers deserve to know this. Ok here is my nightmare story and biggest disappointment ever: I have ordered a sofa bed from Jennifer Furniture. We negotiated the date of arrival and I had to take a day off at work, as they were not able to specify the exact (or near) hour- just told me between 10am and 3pm. So I waited... and they brought a wrong one. I was really pissed as I needed it. I awaited guests for couple of nights and had no place to put them. So I had to pay a hotel for them! Ok.
You would think they will apologize and be very sorry... You think wrong, no in Jennifer. Such a rude attitude and impolite behavior, I was really amazed! I have never experienced such a bad customer service in my life... Not only I had to wait another week or two for the sofa, I had to take another day off at work... But the best part was just about to come.
The manager promised me the discount for the wrong sofa and late delivery. It was just 100 USD, ok, better than nothing... But guess what? They never send anything and he didn't even answer my emails. Hilarious!!! This is how the manager should behave? For 100 bucks? Are you kidding me? I have the name of the Manhattan Jennifer Furniture manager, if anybody would be interested and will be happy to provide it.
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 would take about 6-8 weeks before they would 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 11 called and spoke with **. She was very nice and informed me that the manager that sold me thre furniture was gone for 10 days. She said Jennifer manager from the Pasadena store was assisting their store in the meantime. ** was the only one who could check the status of my order. I thought no problem I understand ** is a sales associate and that information was only available to management. I waited until Sunday March 3rd and didn't get a call from manager **.
I called the upland store and ** answered I asked her why I didn't get a call she apologized and said she spoke with ** 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 ** again. She said that she would leave a note for ** whose covering the store and that ** would 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 ** 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. ** 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 irritated at this point. I'm in a new apartment with nowhere 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 ** 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 ** explaining the conversation I had with ** and that she was very rude, ** apologized 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 would 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 immediately 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 address 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 ** ext ** 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 delivery date. This is horrible service!!!!
GLENDALE, CALIFORNIA -- My delivery window was between 1 and 5 pm. It was rainy so I can appreciate that they might be running a bit late. I called the store at 4:45 pm on Nov. 20 to make sure they were still coming. ** told me in a very non-caring way not to worry and that they were coming. She did not apologize or anything about the late schedule and the call ended.
At 5:30 pm I was feeling bothered by ** attitude and worried that she just blew me off so I called again. Once again, her attitude was such that I was the problem - must have lots of customers in that showroom on a rainy Sunday evening at 4:45 pm so you can't take a minute to attend to my concerns! And she quickly said that due to the rain they were probably running late. I asked if there was a number to call the delivery folks with and she said there wasn't. She said they use an east coast company that does the scheduling and that they were closed.
Then silence again (I think she took a class where they taught the student to just go silent and not say anything else when confronted by a difficult retail issue)... I commented that her attitude was uncaring and she insisted that she did not have an attitude. She also added that deliveries go until 9 pm. Well, I was not told this when I scheduled my delivery (they had over one week to schedule this delivery for me!). I was told 1 to 5 pm and I had plans for the evening.
Also, I have worked with other vendors and I have always found that they call you on the day of the delivery OR I have even received calls when they were running late. That's just courtesy and customer service, folks! I wish I would have read these reviews before I went there to support a business in my city. Never again. I would rather go to Ikea or Living Spaces (which means driving outside of Glendale). I have heard satisfactory comments from my friends who have shopped at Living Spaces.
The Glendale, Ca Jennifer Convertibles store has uncaring employees and they either have too much business so they think they can blow people off or they are barely hanging on and can't handle what business they do have and use fly by night seedy delivery companies. I paid $100 for delivery (and have read of other reviews where they sock it to you with these delivery charges at Jennifer Convertibles).
And I am still waiting... 6 pm. Let's see if they come at 9 pm tonight. Not a single phone call from them - makes me mad! If I don't get my delivery tonight, I will be posting again. Final word: I would not be feeling this way if the customer service was a bit more attentive. Thanks, **! You are a gem... I know you will go far in the sales and retail world!
WESTBURY, NEW YORK -- Do not buy from this store. I purchased a convertible with an upgrade air mattress. The pump broke even though I hardly used the bed. I replaced it and it broke again after one year. Jennifer only covers it for a year. I was a month off. They would gladly replace it for three times the amount I paid for the pump last year. I called the manufacturer and they offer a three year warranty but Jennifer will not do that. They are totally worthless.
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 skeptical 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?
My son bought a sofa and loveseat at Jennifer for his first apartment. We were all so excited! We opted to pick it up for him in order to save $150 and to have the furniture sooner. No problem at the warehouse, they were very nice but in a hurry to get rid of it because it was pouring rain. We get it into his apartment and can't wait to set it up.
We open the boxes and are disappointed to see how poorly it is made, everything has to be assembled, even the arms have to be attached to the sofa. We get it all together and realize one arm is broken on the inside, the wood "support" is broken and the arm sags. We call customer service and after an hour get no one due to "a high volume of calls". Big surprise.
Next day I reach a person and they decide to have a technician come and take a look at it. My son takes off from work, waits all day and the tech says it is indeed broken, that it looks like forklift damage and that Jennifer will send a new arm in about 2 weeks (Now we are glad the arms do pull off and on, easy to replace!). We wait and wait and finally get a nasty letter from Jennifer stating that the technician was not authorized to promise a new arm.
He was wrong about the forklift damage, and they would do nothing about the broken arm because we picked it up at the warehouse and signed off on it even though it was fully wrapped and crated and you could not assemble it anywhere there and besides, the rain would have ruined it all. They accused us of dropping it and trying to rip them off. Long story short, they were very rude and did nothing to try to fix it and we paid a furniture repair guy $75.00 to fix it, still cheaper that delivery! It was never comfortable, didn't look the same as the one on the showroom floor and he was thrilled to get rid of it one year later and buy a real sofa. Once they have your money you are TOAST.
PARAMUS, NEW JERSEY -- Oct. 17th, 2013- It's been a nightmare to say the least. I ordered a leather living room set which arrived with a 2 inch rip on love seat and additional leather chair. It took 4-5 weeks to get another delivery replacement. Once again the chair was defective with feet on chair that was not even. Very wobbly. The delivery man told me just put felt pads on them. I told him take it back which he was to happy about since it was 6pm and a 2 flight walk up. I then called the general manager of store who did not return my phone call.
Nightmare #2 - my dinning room chairs are wobbly and my coffee table. My night stand is cracked on one of the legs. The lamp they sold me is ripped. After 3 weeks of waiting they sent a technician who also stated to just put felt pads on the wobbly furniture. I lost my cool on that statement which seems to be their MO and said, "I did not buy furniture with pads. They should all be level to the floor. Get this junk out of here."
He wanted to glue my night stand to repair that. That really blew my cork! To which he called his office and advised them the furniture was factory defective. It has been 2 weeks and NO-ONE has called me to give an update on me getting replacement furniture. I find this company does not CARE once they get your money. The quality is terrible to begin with but I never knew it would be this bad.
I called customer service who advised me that corporate still did not get report from technicians which is outsourced. I STRONGLY suggest that you stay away from this furniture company. It's really depressing to see made in the U.S.A tags on this furniture (if that's even true) on such poor quality merchandise.
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.
We were pitched the warranty plan, heavily. It actually sounded like a good deal. From what was explained, all damages were covered for life. Yes, we were told multiple times by the sales representative that ALL damages were covered. Of course we didn't read the paper work when we were completing our transaction, but I wish we did. Unlike the sales representative told us, this warranty hardly covers anything. Four years later, the leather is peeling apart in chunks, the leather is splitting where my elbows rest, and the leather is splitting on the seat.
We called to have it repaired, and after several cancellations and reschedules, a guy shows up and takes pictures. We were told that the only damage they fix is "customer caused" damage. We explained that this was customer caused damage from sitting in the chair and couch, but they didn't see it that way. Basically, they saw it as wear-and-tear. I have never seen a couch wear like this one before!
This warranty is a scam and a waste of money. Not only did they convince me to never again buy a warranty, they convinced me to never again shop at Jennifer Convertibles. From the amount of complaints about this terrible product and the company's failure to repair the damages, I could see a class action lawsuit in the near future. I would be willing to get involved if anyone wants to speak to me. This is fraud, plain and simple. We were sold one thing by the representative but given something entirely different.