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Susannah of Brooklyn, NY March 20, 2008
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 February 15, 2008
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 Joy Barton of Delray Beach, FL February 6, 2008
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 February 3, 2008
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 December 26, 2007
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 M. Martin of Washington, DC December 2, 2007
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 November 25, 2007
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 September 5, 2007
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 March 17, 2007
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 December 28, 2006
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.
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