Jennifer - Insider's View

I purchased a $3,000 leather sofa bed, with lifetime warranty. Now, Jennifer Convertibles, refuses to honor the warranty. I find it poor business ethics to handle customers in this manner. I understand you are no longer operating in Florida, but there shouldn't be anything to say, that you can honor your warranty. Honor your consumers. They remember who does well, and who does not. I will not quit pursuing this warranty. I will write letters, until something is done. The customer service agents have no manners, no clue on how to speak, or communicate effectively. I will never shop at Jennifer's Convertibles. Buyers, beware.

I am a Jennifer employee and I assure you that I would not work for the company if their business practices were fraudulent. I want to say unequivocally that the #1 cause of customer complaints is that they fail to read either the back or front of their sales orders, or the leather/fabric protection guarantee, or even the predelivery instructions. They have freely signed the sales order and been given these instructions by each sales associate, and why they would fail to read the material after making a substantial investment in living room furniture is a complete mystery to me.

• It is clearly stated that seams are not covered by the leather guarantee. Seams may open over time, as sewing thread wears out. It is logical that Jennifer would not cover seam openings for the life of a piece of furniture.
• Jennifer has never in its 30-year history covered animal damage.
• Sales associates never say to a complaint "It's not my problem." Sometimes, however, we fail to successfully pacify customers who scream and curse at us.
• Each sales order has the dimensions of the furniture written on it when it is signed. It is also written on the front and back of the sales order that the customer is responsible for deciding that the furniture will or will not fit in their home. Jennifer salespeople are not psychic.
• There can be delivery problems and I personally believe that delivery service can be improved. However, if a truck breaks down it is not due to the negligence of Jennifer, Inc or the delivery personnel.

I could say lots more on the subject of Jennifer, Inc. as a "pig company." It is not. That doesn't mean that there isn't room for improvement, and the company is currently revamping the organization of their claims and customer service dept. The company tries hard to process complaints fairly, and its business practices are not illegal.

Moreover, sometimes people who buy furniture from us are clinically insane, and there is nothing our sales associates or company policies can do to remedy this situation.