Jennifer Convertible
Nothing like snuggling into that glovesoft Italian leather sofa, no?. But some consumers are finding it hard to relax because, well, they're not sure it's Italian leather they're snuggling into.
Jennifer Convertibles
• Customer service
• Delivery problems
• Insider's View
• Sales practices
• Warranty
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News
• Court Orders Jennifer to Reform & Pay Refunds
• NY AG Asks for Contempt Citation
Others say it takes a lifetime to get any satisfaction from Jennifer's lifetime guarantee. But the most irate are those who've never managed to try out the furniture because of all the delivery foul-ups.
Then there are some who just don't like the furniture ...
Aimee of Mount Sinai NY (11/27/05):
I had purchased a pull-out sofa from Jennifer Leather. After using it once, I realized that the mattress (the standard one) was impossible to sleep on due to the springs were sticking up so and the mattress was so thin there was no way to sleep on it. (they should not be able to use such poor quality mattresses especially for a couch that cost way over $1000)
When I called the store where I purchased it in Farmingdale, my sales person was quite abrupt and told me she couldn't offer me any help or suggestions! When I tried to contact the headquarters in Woodbury, there was no way to connect to an operator and trying to manuver through the computerized menu was quite confusing! By the time I connected to the customer complaint selection, I was holding for over 40 minutes when I heard a click and I was disconnected.
In fact every time I tried to call back and hold the line would be disconnected. When I couldn't get through to the customer service department I contacted the delivery service line where the deliveries are made through. They took my complaint down and after that nothing happened.
Finally, I got the delivery service to get a supervisor to approve a replacement mattress. The day they were supposed to deliver it I was given a delivery window of at least 5 hours ranging from about 10 to 3pm. After waiting until 3 nobody came,. I finally received a call after 4pm telling me they would be at my home by 7pm. Nobody showed up and when I called the delivery service, I was told they couldn't find my house. Yet they found It ok when the couch was first delivered!
I finally got the name of the head of consumer affairs in the woodbury office. When I spoke to the woman there, she told me that she would get me another delivery date and I would have a better mattress delivered. However, the day of delivery I got a call after waiting for hours I ran out just to return to get a message that they needed my address and that I must call back or they would have to reschedule! I didn't understand why I had waited hours when they should have had my address when the woman in Woodbury set up the appointment and she had my address and everything else in the computer.
To date, I have still not received my mattress and the sofa I bought is really not usable to sleep on! I had it delivered (and had complained to the company since July and now it is getting close to December and after 5 months I still have not had any satisfaction.
