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Jennifer's Web site, its brochures and store posters are packed with raven-haired beauties lounging about on luxurious leather sofas. But that doesn't always have much to do with what actually shows up on the delivery truck. Nor do the television ads necessarily correspond to reality, we're told.
Anthony of Irvington NJ (05/09/08)
I purchased a leather couch here and paid it in full before my delivery date which was today may 8th, 2008 well they did deliver it but the driver of the truck said there was a balance so I showed him my recipt where i paid in full I paid the balance which was an amount of $252.29 was paid the week before so he called the company the main office and they said they did not recieve the balance so they told the delivery guy he had to bring the couch back, now mine you I had to wait 8 weeks for this delivery.
I called all the phone numbers that where given to me and at the store where I purchased i was told the manager was not in. So later someone called I guess from the major office he asked me what the problem was I told him and he said they could deliver next thursday I said no and was totally disattissfied and I wanted a refund he said he could do that but he said that will be a wait of about two weeks.I asked why could'nt I just go back where I purchased and get my money back he said that was not allowed at their local stores.
So now I still have to wait after 8 weeks for my money . Can you believe this I suffer because of someone elses mistake.I don't even know how a company can be in bussiness operating like this! Now who really knows how long it will take to get my money back even though this manager said two weeks.
Bethany of Springfield VA (04/23/08)
My husband and I purchased a sofa from Jennifer Convertible almost 12 weeks ago and the sofa still has not been delivered. We went into the store and spoke to the sales clerk, but cannot assist, because she does not have the required skill set to be given any responsibility to support the consumers. The most frustrating thing here is that we cannot get in touch with anyone from JC - they refuse to answer any of our emails and the lady at JC's claims that she does not have a number where we can contact her manager.
I have also tried calling the credit card service (they offer 90 days with no interest); however, there's not anyone at EFS National Bank to answer the phone either. It goes to a voice mail where the mail box is FULL. My suggestion is that if you don't want to deal with a lot of hassles and worries, go somewhere else. THe prices here are cheap; however, the hassles cost a fortune!
We have been without a sofa for almost 4 months, and our hands are tied so that we cannot do anything about it! I would LOVE to speak with an attorney.
Susannah of Brooklyn NY (03/20/08)
All I can say is I had to take more days off from work because they did not deliver them to my house when they said they would, I got the runaround! When they finally got to my house and were set up, the merchandise was either nicked, dirty, missing buttons off the sides of sofa. My husband and I made complaints with 311 and the actual company and Jennifers was not helpful one bit. Because we just moved in (needed a place to sit) and I was seven months pregnant, we just accepted the damages, fearing they would take even longer to get replacements delivered, if they were even kind enough to do so. Now just nine months later, the love seat is getting a a big dip in the seat because the springs inside are partly made with cheap plastic and our chair in one of the arm is indented because the top of the arm rest is not made of wood, no it is made with CARDBOARD, and the the sides of the love seat is loose!
Economically, we are out a lot money we could have put towards a better sofa and now diapers and baby supplies. Money is tight for us now and I am sure so many others will agree with me that a little extra goes a long way when it comes to having money in your account. Now I would like to be able to get a better sofa and can't afford to spend the money! All I can be glad for is that no one got hurt.
Bongi of Brooklyn NY (02/15/08)
The sleeper sofa that I ordered for $299 as advertised, swelled to a price of $425 after delivery of $90 with tax on price of sofa--and delivery being added after that. When the sofa was delivered, the delivery men stood outside the door of my home and asked if I had been informed that there would be an additional fee of $5 per flight. Of course I knew this was a scam, but I had no choice being 5'3 and 120 lbs.; I could not see myself carrying the sofa up to my 3rd floor walk-up. They unceremoniously dumped the sofa on the floor, screwed the legs in and left before I could carefully examine it. The sofa has stuffing coming out from the bottom with loose threads and lumpy pillows. The front legs are bent. It bears little to no resemblance to the showroom model. I am now in a bind; and having read some of the previous complaints, I think I might just be better off cutting my losses. The only problem is that the bed does not fold out....
Poor quality for price. Scammed by delivery men.
Pamela of Delray Beach FL (02/06/08)
I bought 2 sofas at the Boylston street Store in late December and asked them to be delivered to my house in Florida. The company agreed and told me that the only delivery date was January 9th. I was out of town on business that day but arranged for one person to be inside the house all day and for the gardener and janitor to be available all day in the garage and in the garden - these are the only 2 entry points to the house - usually they would not be there. On Jan 9th, delivery day, I received a message on my cellphone mid morning to tell me delivery was attempted but no one was there, that redelivery would be needed and there would be a charge. I spoke to my employees and was told that they had seen no one, no one had rung the doorbell, tried to get into the garage, rung the garage intercom or called the house.
That same day I spoke to Jennifer Convertibles to try and find out what happened. The house that the delivery people described to the showroom assistant could not have been my house. They must have gone to the wrong place. I have been trying to rearrange delivery. Initially Jennifer Convertibles just did not return phone calls to facilitate this. When I started writing to the customer complaints dept., the customer complaints dept. wrote me that someone would call, but no one did. Then customer complaints stopped replying to my mails requesting delivery. Last time I spoke to Jennifer Convertibles they said they could not arrange redelivery until they knew what had gone wrong the first time. They claim they had a management meeting Monday (Feb 4th) to reach resolution and that someone would call me Monday, today is Wednesday, no call.
$1000 in nondelivered sofas, circa $200 in delivery fees, $200 for my employees to sit and wait in the house all day.
Ed of Oceanside CA (02/03/08)
We purchased two chairs on 12/30/07. The pick-up date and time where January 9th, 2008 between 8-12. No merchandise ready. We scheduled delivery, and no delivery showed up. Second delivery was scheduled for Sunday 2/3/08. No delivery scheduled again. Next delivery maybe Friday 2/8/08, any time during that day. No guarantee. We can't afford to miss work again, but can't get guarantee or arrange for third party pick up of paid merchandise. We canceled the order on 12/2/08 due to uncertainty and inconvenience--with a very rude employee who informed us that it was our word against theirs.
We wasted a trip to warehouse and wasted time off work waiting for pick up.
Sladjana of Washington DC (12/26/07)
I purchased a sofa and two bedside tables, along with a coffee table on September 29, 2007. The furniture was supposed to be delivered on the 4th of October. My husband was at home by himself when they delivered the furniture, assembled sofa, and left all the tables not assembled. When I came home and opened the packaging, I realized that two tables are damaged, and called immediately the sales person who I dealt with: named Paris. She promised to take care of everything immediately and apologized for the inconvenience. Since we did not get anything not even after 10 days, and have not heard from anybody, I called again and talked to Paris. She said that it takes about two weeks for any delivery and asked me again to put the damaged tables in a box, and prepare everything for the delivery people.
Nothing happened even after a month. I already got upset with poor customer service, and non-responsiveness. I called again on November 1 and asked to talk to the manager, who when he picked up the phone, claimed he never heard of my case. That infuriated me. I stated that if I did not get the tables by the 4th of November, which is a month after they first got a call from me, I will not pay for the tables and will return them to the store instead. At that point, the manager become abusive and aggressive; he kept interrupting me and said in a loud and threatening voice that I am not to return anything to his store, and that I could not suggest such a thing. I said that I will definitely complained to the headquarters, which I did. I called the staff in the call center at Jennifer Convertibles headquarter. I was never able to talk to a human being, and I kept on leaving messages. My call would be returned and the way the message would be left was beyond rude. Even though I would leave my name, would spell it, and explain the whole story, the same person would return my call stating that she did not understand either my name or my plea. Last time she left a message on my home number even though I specified that I would appreciate to talk to her in person, and that by phone is the best way to communicate. I still have not talked to anybody in person; I will need to pay my last portion of the amount, and I totally do not feel like it but do not want to have bad credit history. I also do not want to have broken new furniture that I paid for, either. I am desperate and angry.
Money-wasted for bad quality stuff; time spend on the phone in an attempt to have a decent communication, or a dialog of how to resolve the issue.
Aliya of Washington DC (12/02/07)
On November 7th, it took me less than 10 minutes to decide that I wanted to purchase the Jennifer Covertibles, Thomas Leatherblend Full sofabed in black. No one assisted me in the selection, but the lady who wrote the invoice decided that I needed the upholstery protection plan without consulting me, which I did not see until I got home. At the time of deposit, I was given a delivery date of Saturday, Dec. 1, 2007. I was told that a delivery person would call me the day before to confirm the date and give me a window. On November 29, 2007, I visited that store to pay the balance of my purchase. When I mentioned that I was scheduled for the Dec. 1st delivery but had not gotten a call, the sales man said it was strange, but I should expect a call the next day. I never got the call. I called the store I purchased it from; a sales woman told me she did not have the telephone number for the delivery department. Still no call. On the day of the delivery,
I called the store for the status of my delivery and I am told that I do not have a delivery scheduled. She insisted that I was wrong about the date, when I was looking at the invoice which stated Dec. 1, 2007. She promises to call me back. When she finally does, she tells me that the sales woman who wrote my invoice thought it was a Maryland delivery when it was in fact a DC delivery. None of her suggestions to correct the problem were positive. When she called me back after contacting the delivery department by email, she tells me not only will I not get a delivery the following week (full schedule), but I will not be able to have my paid-in-full furniture until the 13th or 22nd of December. In short, I, the customer, has to pay for the sales representatives' sad mistake. She offered only to have my delivery charge refunded to me, but what good does that do when it's all paid for and I don't have my merchandise? NEVER NEVER AGAIN!!
I had altered my business schedule ($170.) to receive delivery and have unwanted upholstery protection ($90.)
Joan of Sausalito CA (11/25/07)
Two years ago I ordered a couch from Jennifer Convertibles in San Rafael, Ca and it was delivered but because of living up one flight of stairs I was told that I would have to pay double the delivery charge in order for them to bring the couch into the apartment. I reluctantly gave them the extra money. The delivery charge was included in my invoice and had been paid for. After this experience I was foolish enough to order another couch from them in October. Today it came and the same thing happened although I had explained to the clerk my previous delivery problem and she assured me that this would not happen. It happened. The delivery people announced they could not get it in the apartment. I told them that Macys had delivered my first couch and there was no problem even though it was bigger. Now am concerned because I paid them in cash (their credit card device was broken so I had to run down to the bank). There is a fee of 30% for cancellations which I feel I should not pay because they could not deliver.
I wanted a new couch for Christmas. No damage done. Just really angry at myself for going there the second time.
Eryn of New Hampton NH (09/05/07)
I purchased a sofabed from Jennifer Furniture/Convertibles. Because I was out of the delivery range, I had to pay $50 simply to have it delivered to their showroom, and then I had to pick it up myself. Several weeks later, when I tried to open the sofabed to use, I found that the hinges were all bent, and pieces of the sofabed started to fall off. I couldn't unfold it at all. I called the showroom, and the manager told me to call their service department to set up an appointment, but made me aware that I would most likely have to return the sofa to the showroom to have fixed.
Several days later I received an email stating that Teresa arranged for the service department to contact me within five business days and to contact her again if they didn't. They didn't. I emailed her back several times, but never received a response. I was essentially stonewalled. After resubmitting my case on the website, and emailing her repeatedly, she finally responded that she had been informed that I was out of the service range and would need to take my sofabed to the showroom to be service. This had never been confirmed to me!
Alexandra of Flanders NJ (03/17/07)
I purchased a leather sofa and when it arrived it was damaged. I was going to refuse delivery and they told me they would fix it and if it wasnt fixed they would replace it. It has been over 14 days and no one has come to fix the sofa. I tried to return the item and they refused to take the return.
$1300 - cost of the damaged sofa
Lee of Aliso Viejo CA (12/28/06)
I purchased a couch on Oct 1, I was verbally told I would receive the couch before Thanksgiving. I contacted the store several times to get an ETA, was told many times the system was down. Finally, got a call back to tell me the couch would not be available until the beginning of December. Called back in December and could give me no ETA. The written agreement states 10-12 weeks for special orders. This would officially be Jan 1. 2007 The company has already stated in my Better business bureau complaint that will not happen.
They will not allow me to cancel the order without a 30% charge of the furniture, plus they have $216 deposit on an $1800 couch. All I want, my deposit back and the contract canceled. They have not kept the verbal promise and can't make the written promise on our signed contract. This is not reasonable to wait 3 months.
I have new home with no furniture. I planned to have family and friends over for the holiday and was unable. It's created a personal hardship.
Michael of Cumberland Foreside, ME (11/25/06)
We paid Jennifer Convertibles $1969 on July 25 for two leather chairs and footstools. Twice we were advised the orders were shipped to their NH store, and both times were damaged.
On 10/1/06 their regional manager in the NH store wrote on the front of the order that the order was cancelled and we would receive refund in full within 7-10 days. Almost two months have gone by with several phone calls and emails to various people in both the Boston and the NH store, as well as their customer service web site. No refund has been forthcoming.
Tasha of Evanston IL (11/13/06)
Wow, reading all these complaints, I feel like we got off easy. Still, what happened to us was enormously frustrating at the time. Our delivery people showed up on time, during the promised window, and assembled our couches (two couches, two loveseats, two chairs) in our basement without complaint. They scuffed the walls going down, and we discovered after they left that the wooden legs of many of the sofas were chipped, scratched, and splintered, with raw wood exposed. However, what was really annoying to us was that without informing us, they took all the packaging materials — six gigantic boxes, soft styrofoam padding, and hundreds of yards of heavy-duty plastic sheeting and dumped it all in our neighbor's parking area, without informing anyone that they were doing so. They just disposed of it by leaving it on someone else's property!
We don't use our car much, so we weren't out back in the parking area to see the trash they'd left behind all weekend. Delivery was on Thursday; it rained Friday, Saturday, and Sunday. On Sunday night, our neighbor saw that we were home and dropped by to tell us about the boxes, which the delivery men hadn't even bothered to break down. (She had moved them into the parking spot of a neighbor with no car.) These things were refrigerator-sized boxes; there was no way the delivery men could think the garbage men would just pick them up, especially filled with balled-up plastic wrap and styrofoam.
So we went out at 9 p.m. on a Sunday night to deal with an immense, sodden, half-frozen pile of soaked-through cardboard and plastic, all full of fallen leaves and mud, all of which had to be unwadded and have all the water dumped out of it before we could bag it up for the garbage men. Needless to say, this kind of dumping is illegal and punishable by law. I called and registered a complaint, and was told my comments would be forwarded to corporate, but I don't expect that to change anything, particularly based on the problems other people here have had with more significant issues. This is just a warning: make sure your delivery people know to take the packing material back with them, or put it somewhere that it belongs.
Rob of Orange CA (10/24/06)
i purchased a sofa. delivery was screwed up. the couch was finally delivered damaged. i went through 7 month of hell with a company that absolutely has no idea what customer service is. they quite literally just want your money for a garbage product and they will never give it back.
Robert of Annapolis MD (08/25/06)
On 08-18-06 Jennifer convertibles delivered a sofa and love seat to my home. Following the delivery I found large scratches on my new hard wood floors. I called the store manager in annapolis Samantha W and informed her of the damage done to my floor by her delivery men and she stated No problem.Get three estimates and we will fix the damage. Twenty minutes later Mrs. W called me back to say jennifer convertibles is not is not going to fix my floor.Mrs Wright reffered me to the regional manager Matt Massaro because there was nothing she could do for me. Since 08-18-06 I have made many calls to Mr.Massaro and not recieved a single call in return.
Holly of Chicago IL (08/08/06)
I purchased a sleeper sofa for on June 12 (or so) for delivery on July 15. On July 15, the delivery people claimed to have been outside my house but never rang the bell. After waiting for several hours, I called and was told that I didn't answer the door. We tested the doorbell and it was working. I asked for a refund because I needed the sofa bed that day for company coming the following week. The store did not credit my refund until July 25 and then credited $200 less than what I paid. Beginning on July 26, I called the manager, showroom, and supervisor daily and sent daily e-mails to corporate who would not provide me a phone number. I still have not received a phone call from anyone and today is August 8.
$652 out of my account for 6 weeks and I still have not received the $200 that remains.
Carol of Fremont CA (08/01/06)
I purchased over $2,000 in furniture from the Fremont Store. Delivery was set weeks away. I was promised a call with an estimated time of arrival, so that I could make arrangements to be at home. I called the store to confirm the delivery date and approximate time, and spoke with the manager, Michael. He assured me that someone would call the day before. No one called me until the delivery truck was at my home. Same story as other consumer reports that I now see online: they left with the truck - I didn't witness that my furniture was even on the truck. Now they want a redelivery fee of $269. When I refused, because it was not my delivery error, the store said they would cancel the order and charge me a 30% restocking fee. THIS IS NOT ETHICAL.
I lost time from my job to go to the store several times now to clear the matter. I had to put my adult daughter and her husband in a hotel when they came to visit because I didn't have a sleeper couch, which I purchased from Jennifer! I have been frustrated and stressed by the unfairness. No one wants to be dupped. Now i have a migraine.
Kim Cresci of San Mateo CA (07/29/06)
I purchased several items to be delivered on the first available date, that turned out to be 4 weeks. When they arrived to deliver/ install they told me they needed an extra $300 in delivery. JOKE! I tried to contact the showroom but both lines were busy for over 2 hours.
The delivery people left with all my furniture because they said they were running really late and couldn't wait. I was told someone would contact me the next day. At 1:00pm I called the showroom and the manager tried to make up a dozen reasons I was at fault. When I refused to take his excuses anymore he offered to re-deliver in 2 weeks.
I have no furniture and they took my money, over $3000. They say they will take a delivery charge and restocking fee, then return the rest...SO UNFAIR!
Curt of Chicago IL (07/28/06)
Today is the second delivery date missed. I purchased a sofa and Ottoman at Jennifer Convertables and was promised a 7/26/2006 delivery date between 3:00 PM and 7:00 PM. I received a message on my voice mail at 7:01 from the delivery people saying they were at the loading dock. I then got a call on my cell phone from the delivery people, at about 7:03 and when I answered they hung up. I called the back but no answer. I immediately went to the loading dock, no delivery truck. During this time my wife called back to the number four times and no answer.
When I called the store the next day I was intially promised they would get back sometime since the Manager was on vacation. I called back an hour later and told them about the Internet search I did on Jennifer Convertables and its less than stellar reputation. I was called back in several hours with a new delivery date of 7/28/2006 between noon and four. Well it's now after four and we will begin round two. We have had numerous deliverys and no-one has missed once, let alone twice.
Total of 8 hours off of work and three cancelled appointments.
Paula of Brigantine, NJ (07/13/06)
I bought a sofa on 7/6/06 using my debit card. I was guaranteed delivery on 7/13/06 and a message was left on my voicemail stating delivery would be between 9am & 2pm.
When my furniture wasn't delivered by the specified time, I phoned the store and was told that the delivery person had an incomplete address for me. I requested that my order be cancelled. I tried to call the Jennifer claims dept., but never got through so I drove to the store to get a copy of my cancellation.
I am praying that the charges will be refunded to my account. After doing some research, I've learned that others have had similar experiences.
Tiffany of West Hempstead, NY (07/01/06)
I ordered a sofa about 2 1/2- 3 months ago. I never got the pillows that came with it when it was delivered. I have called numerous time. Finally, I got a set of pillows but they were the wrong pillows. Since then I have been getting horrible customer service and still no pillows.
I paid for my sofa and didnt get what i paid for!
Victoria of Palatine IL (06/11/06)
The store informed me that I would receive a call on Thurday, the day before delivery. I never received a call. After a number of calls made on Friday morning, the day of delivery I called teh Scahumburg store and finally made contact at 10:50 with the salesperson. He informed me that delivery would be between 11:00-3:00. I was at work and told hin that I would receive a call the night before and that I was at work and why would I find out at the last minute that I have a delivery between 11:00-3:00. He hung up the phone on me.
Afterwards, I rushed in my call to make it home hoping that my sofa bed, chair and ottman was not yet delivered. The delivery truck arrived at 2:00PM that afternoon. It was that evening I noticed a scratch on the leg of the ottomon. I could not contact the office the following day since I had to attend a graduation the day after. After arriving back from out of state, I decided to vacuum the room where the new furniture is located, and then noticed a very large rip in the black lining at the bottom of the chair, while ripped in the middle with the lining also torn away from the frame. The livery men had to know that there was a large rip underneath the chair. They appeared to be in a big hurry.
Filomena of Glen Cove NY (05/15/06)
I purchased a sofa bed from Jennifer Convertibles on 4/10/06 at the Carle Place Store on Glen Cove Road. The sofa was delivered on May 13th. The three delivers were rude, had no regard for walls and left the sofa in the middle of the living room. The sofa was too heavy too move. I called the store and received zero cooperation or help. I took pictures and went to the store. Zero satisfaction. Doesn't the store that you purchase merchandice from have an obligation to make sure the customer is satisfied? This company could care less.
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Berkin of New York NY (04/01/06)
We ordered our couch on November 26, 2005. We received a wrong couch on January 3, 2006 and been told that the mistake was going to be rectified and we would receive our couch asap. As of today (April 1st, 2006) we have received nothing!!! The store manager told that we had to wait for another 2 months and it was beyond their company's control! It is their product and they don't have control over it. We paid them the full amount and have not got the promised couch yet. It's been 4 months since we put our order in.
Jennie of Chicago IL (02/19/06)
I bought a living room set, couches,tables and lamps, on January 30, 2006. The total amount of the purchase was 1903.93 which I paid with a check. The furniture was scheduled for delivery on Feb. 8th. When I arrived home on the day of the purchase the sales clerk called me informing me the delivery day would have to be rescheduled for the 10th as the lamps were not at the warehouse. I had no problem with this.
On Feb 9th I received a phone call from the store. A woman, Medija, told me the salesclerk who sold me the furniture was new and made a mistake. My furniture would not be delivered on the 10th as scheduled and she attempted to reschedule delivery. Reportedly when she attempted to reschedule on the computer, she was not able to do so. She said there was a "check guard?" on the order. All she could say was that there was something wrong with the check. She said she would e-mail the accounting dept to find out what the problem was.
I called her the next day and she said they had not responded to her various e-mails. At that point I told her I had checked my account and the check was posted to my account on Feb. 2nd. I requested that this matter be resolved immediately. She said she would speak with a manager and e-mail the acct. dept again.On Feb. 16th I called the store again. Again Medija answered. She informed me she had not received a response to her e-mails from the acct. dept. She said she would e-mail them again.
I got rid of my furniture the day before the original delivery date,so the new furniture could come into the house. I am also angry that they have had my monies for almost a month interest free, I lost interest on my money, and I have no furniture. If they keep my money for another month, it is another month of interest free use they will have.
Mirta of Jersey City NJ (01/23/06)
I ordered a full three piece set of furniture, which all measured the same width. During the first delivery attmept two pieces easily fit into the apartment. When it was time to bring in the longer piece the delivery person looked at the hall and stated it would not fit. They were asked to make a "resonable" attempt to bring the piece into the apartment, as per Jennifer Convertible's policy. They refused and did not offer any other options.
After much complaining and about two hours in the showroom the next day. The general manager agreed to a redelivery. I waited two more weeks for the delivery to have a more abrupt, rude, and unprofessional delivery person visit my home. He not only used foul language while attempting to carry the piece up the stairs, he refused to put the piece into the hall where the other delivery people had placed it. When asked if he could simply place the piece in the hall as did the other delivery person he took the piece back into the truck and refused to bring the piece back into the house.
He proceded to call his dispatcher yelling and cursing at him in my apartment. When the dispatcher asked him to make another attempt to bring the piece into the apartment he refused, got in his truck and pulled off. He proceded to make accusations on a written report, that I was not allow to see, that I had threatened him and refused to sign a waiver, which was never presented. As a result I have yet to recieve my furniture and now must either, pick it up myself at the warehouse or pay $199 for a "KD" and $89 for redelivery.
The original salesperson and the general manager have both been sarcastic, rude, condesending, and unable to clearly and consistently define what Jennifer Convertible deems as a "reasonable attempt".
Janeen of Kew Gardens NY (01/21/06)
I placed an order with Sandra on 11/15/05. The agreement was to have it delivered before the holidays on 12/20. That day, I called the office to find out what time they would be coming because no one had contacted me, they then inform me that my merchandise was taken off the truck.. I called the customer service hotline and the main office where I made the purchase and NO ONE was able to explain why it was taken off.
After a WEEK of calling to find out what was going on, the store manager agreed to refund my delivery charge and would not be able to deliver until the 21st of January!! I had to wait another month, and today when it arrived, the delivery people did not assemble and when they left I started to take out the merchandise from the boxes only find that both end tables were BROKEN AND SCRATCHED. The storage ottoman top was ALSO broken!
Seon of Brooklyn NY (01/18/06)
In mid November of 2005, my wife and I purchased a sectional set along with coffee table, with two end tables. We were told that it would take approximately four weeks to have it delivered, and that we should have it by Christmas. My wife streesed to them that she really would like to have it no later that New Years' Eve. We were telephoned by an individual at the store that delivery would be on January 7th 2006.
My wife took the day off from work to receive the things. Two guys came in and said that the bigger furniture could not come through the door frame (even though they did not try),one guy kept saying $200.00, $200.00. He said in order for them to take it back to the warehouse and dis-assemble and reassemble that there was a $200.00 fee. We told him that when we ordered the furniture, we had included all fees, We called the branch we delt with, there and then and they spoke with the guys.They brought in two boxes which appeared to be the glass tables, when I asked the guy if he's not putting the tables together he said it wasn't his job, even though the manager at the store assured us that everything, including the tables would be assembled.
When my husband and I opened the boxes with our tables, we discovered that we had gotten the wrong tables, we called and spoke to Victor Diaz at the store who said he would call us back. He never did. Sunday came by no one called us. On monday my wife called and spoke with Paul who had more of an attitude and annoyance that he had the right to be, we told hem that we were very dissatisfied with their service, at this time he got very irate and made very insensitive remarks to my wife.
She called corporate and spoke with someone named Eva, who called the store, to try and rectify our problems. My wife and I visited the store later that evening and spoke with Paul, who seemed to have composed himsely. He apologised and guaranteed that we would have EVERYTHING delivered on January,18th 2006. We asked him what time should we expect the delivery, he said he could not give a time, which is a huge inconveinece for us, my wife took another day off from work. they called at 11.00am that day, and said that truck should be there between 1.00pm and 5.00pm, they came 5.30pm, and without our correctted tables. Now they are saything that that on the 21st of January, we would be getting our tables. This situation is becomming very stressful and expensive.
Max of New York NY (12/16/05)
I have had multiple delivery and customer service problems with the Jennifer Convertibles on 20th st and Broadway in Manhattan. I have still not recieved a couch that was ordered several months ago. Delivery has been scheduled 5 times; four of those times the delivery did not arrive, was misscheduled, or the conditions given by Jennifer Convrtibles for delivery were incorrect. The fifth time the piece did not fit through my apartment door.
I have called the showroom on multiple occasions and was told that they would call back with information which they never bothered to do. When I followed up myself, the person I talked to said they have no record of the calls. I finally went into the showroom and the floor sales people were unable to refer me to anyone with whom I could address my complaints. The time and personal aggravation this has cost is not worth this couch.
Krista of New York NY (12/03/05)
My sleeper sofa bought from Jennifer's Convertibles was damaged by the delivery personnel on Oct. 12, 2005. It took approximately 2 weeks to get an appointment with a technician to look at the damage. (on or about Oct. 23, 2005) The material needed was not received until November 16, 2005. I then scheduled another tech appointment to have the material affixed for November 29, 2005. However, the first technician did not order the correct materials needed and the damaged was unable to be repaired on that date.
Now, I have been told that more materials must be ordered and that in all liklihood it will take another 4 weeks to receive them. In addition, I will need to schedule yet another repair appointment. Which generally takes approximately 2 weeks after receiving the material. Per my contract with Jennifer's Convertibles, if damaged merchandise is not fully repaired within 60 days, the purchaser has the right to return the damaged piece and receive a full refund.
Although I have attempted to contact the general manager, Christine Henrique, on several occassions, my telephone messages and emails go unanswered. (phone calls and emails occurred on Nov. 30, 2005 and Dec. 2, 2005). I need to arrange to return my damaged merchandise and get a FULL REFUND. However, no one in the company seems to be willing to get back to me to make this happen.
Carmen of Philadelphia PA (12/03/05)
I purchased the microfiber three-piece sectional for delivery on 11/20/05. My husband and I questioned the high cost of the delivery and was told by Jonathan (salesperson that sold us our unit) that the delivery was very professional and the delivery personnel would assemble and set up our furniture. He told us they would even show us how the sectional is put together. However, when the delivery guys showed up, they dropped off the furniture, heavily wrapped in packaging that had a series of large wood splinters in the wrapping.
We told them that the store informed us that they are suppose to assemble and set up the furniture, they told us, "all we do is drop it off, you are on your own". My husband and I unwrapped all three pieces of this heavy furniture, just to find damage from the splinters to our middle pillows on our large sofa, two screws missing from our chaise portion of the sectional. We called customer care on numerous occasions they called me once (I still have the message on my answering service). We returned customer care's call several more times, with no other responses from them. In the message they said they would send someone out to inspect the damage.
No one has attempted to come back to our home to inspect the damage or correct any of the problems with the missing screws and pillow damage. Not only have I been receiving poor service from the store, customer care, salesmen and store manager, I have defective furniture in my home. I did not pay for a defective unit, I paid my hard earned money ($999 + tax & delivery) for what I thought would be a quality made item in new and excellent condition.
I really wish I did more research regarding Jennifer Convertibles prior to the purchase. You cannot believe what is advertised in the store.
Cheryll of Los Angeles (12/30/03):
This company is advertising sleeper sofas for $299 on television. When I went to the store to look at a sample of the convertible sofa, I was told that the convertible sofas are $399, not $299 as advertised on television. The company was advertising regular sofas for $299 but that's not what they said on the commercial. I asked the saleslady why they did this and she said she didn't know, but a lot of people were angry about it.
When you advertise a product at a certain price, it should be that price when you go into the store to purchase it.
Guering of Boca Raton FL writes (3/7/01):
My wife and I have been trying to get satisfaction on a Jennifer Convertible modular sofa bed that we purchased on December 16, 2000. The furniture delivered is not the same as the one shown to us in the Boca Raton, FL showroom by store manager Tanya Beckwith. The leather is broken and damaged, seams are unfinished, there are missing joint covers, and the headrest protrudes making it impossible to sit in. The elastic straps holding the cushion seats are non-existent, the recliner's back is bent out of shape, no seam or closure was done to the back left side, there are pieces of leather not stapled to the wood frame and staples sticking out by the dozens. A piece of the furniture was even missing all legs - the delivery people left it on top of a cockroach-infested box crawling over my house!!
In contrast, the showroom model is fine leather, comfortable, and professionally made piece. The 3-piece modular furniture we reviewed in the showroom is of good quality, whereas the delivered furniture is a cheap imitation.
We were not present to accept delivery of this "mutation" modular piece; my wife's mother and father were naive enough to sign for it. Ms. Beckwith was advised on February 2, 2001, the delivery date, about the problem. She thought it was amusing that roaches were cruising through my family room. Since she adamantly refused to even listen to our complaints, we reached your General Manager Mr. Vincent Cuevas. After numerous phone calls and discussions with Mr. Vincent Cuevas, we were offered a service technician from Schaeffer Furniture Service to visit and inspect the item, and fill out a report. He could not make any repairs, because he realized that the unit we had in our house was a different model from the one in the showroom. That's when we also discovered that the furniture is not all leather as we had thought, but leather/vinyl (mostly vinyl, as explained by the service technician).
We have tried to reason with Ms. Beckwith, but to no avail; she refuses to believe us or to offer any assistance. We have invited her to come and see for herself, but she claims that she is not allowed to come. Taking photos, as she asks, would not show the quality, and would not hold up in court because I might be taking pictures of another furniture if there is no witness. We consider this matter a typical bait-and-switch variation of fraud that only degrades your company name and reputation. I believe Jennifer Industries at this moment does not need another lawsuit, notification to the SEC, and more bad publicity on the Internet. I have no intention of paying for this unfinished, defective modular sofa bed that was delivered to my house. I want that piece of furniture out of my house immediately, and my deposit refunded.
Tina of City of Industry CA writes (10/3/00):
On 8/1/00, I ordered a Ballisimo sofa from Jennifer Convertible. In the store, they have Ballisimo posters hanging everywhere and one marked "Feel the Passion of Italian Leather". Also, there were some sales flyer floating aroound the show room with pictures of leather sofa marked "100% Italian All-Leather Sofa". Furthermore, every leather sofa in the show room has a tag of Ballisimo on it and right next to the word Ballisimo, there is a little Italian flag next to it.
On 09/27/00, the sofa was delivered. I immediately found that the sofa was kind of different and it was marked "Sealy". I phoned the store immediately and the manager was not in. But the salesman after hearing my complaint, replied "where on your receipt says Italian Sofa?". Then he EXPLAINED to me that "we import Italian leather and Ballisimo was our stamp of approval." I continue to call for three says, but every single time the manager was not in. Therefore, I came to the showroom on Saturday to clarify this issue.
When I questioned the poster "Ballisimo - Feel the Passion of Italian Leather", their reply was those 5 or 6 sofa that was placed directly underneath the poster are made in Italy. I could not believe that out of 30 sofa in the showroom, they have the nerve to tell me the sign covers 5 feet radius near its location. They asked me to talk to New York office directly.
The New York representative James Ward told me that I have purchased an "Italian-Style" furniture. I asked him what is "Italian-style" and who defines it. He replied "You do not know because you are not in the industry, but I know." I asked him once more "Would you care to EDUCATE me what this "Italian-style" mean? Does American Furniture Association have a guideline on what it looks like? Can you fax or mail me a copy?" He replied "There is no such thing." In conclusion, they have refused to refund or remove the furniture.
I have notified my credit card company to put both my deposit and final payment in dispute. Now my credit is at risk and since Jennifer would not remove the sofa, we can not get new ones in. I am asking everyone to stay off the sofa till I get rid of it.
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May 17 2008
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