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Michael of Cumberland Foreside, ME November 25, 2006
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 November 13, 2006
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 October 24, 2006
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 August 25, 2006
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 August 8, 2006
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 August 1, 2006
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 of San Mateo, CA July 29, 2006
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 July 28, 2006
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 July 13, 2006
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 July 1, 2006
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!
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