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Diane of Flushing, NY (04/21/08)
We bought a leather sofa with a life time warranty that would cover any damage to the sofa for as long as we own it. After a couple of years of normal use we saw a tear on the arm cushion and called for service. The technician came and said it was because the sofa was made with bad leather? ($2K!) or otherwise a manufacturer defect and would not be covered.
I should have slashed it with a knife and it would have been ok.
Nicole of Southfield MI (04/13/08)
In April 2007, I purchased a leather outfit for about $2,000. This included the warranty. I was told that the warranty would cover any damage done to the material and the frame. Last month (March, 2008), I noticed that there was a weird impression in one of the sofabed's cushions. It was not a tear, nor was it some type of damage done by any animal (I have two pets, but this was not the type of damage that a dog could have caused). it just looked as though something leaned against it and left an imprint.
I made an online service request and about a week later, a technician came out to my home. The request was ALSO for the sofabed mechanism, which I had difficulty pulling out. The technician treated the area with some type of special marker, and some machine that I supposed was to stretch the leather back out and restore it. He told me that it would take a while for the leather to resettle. However, the imprint was still there, days later. He did nothing about the sleeping mechanism because he said he never got the request for it (although I put it in my online request).
About two weeks ago, I recieved another call from Jennifer Convertibles about the sleeping mechanism. About a day or two later, a 2nd technician came out and inspected the sleeper. Initially, all this guy did was a cursory glance and said it was okay. But after I insisted on taking off the cushions, he acknowledged that the frame was bent, and said he would have to return to fix it. I ALSO, told him about the problem with the cushion. He said that he would bring out another cover to replace the damaged one. However, I got no follow-up from anyone for since that 2nd technician left.
Last night, I went online to lodge a complaint and request a follow up and this is what they told me: Ms. May; In response to your email, I reviewed your account. Your mechanism is coming in this week and the tech will be contacting you withing the next few days. As for the tear in your cushion(s), the technician did a courtesy repair only. We do not cover animal damage which the service technician verified in detail which were deep inbedded animal scratches. Please review your Leather Protection Certificate which clearly states we do not cover animal damage.:
FIRST OF ALL, no animal had done this type of damage; this was some type of imprint. It seems to me that Jennifer Convertibles is trying to drum up some type of excuse to get out of repairing my furniture. They are trying to blame my dogs, but my dogs are trained not to jump on my furniture. They are well-behaved. Moreover, if you look at the damage that was done, you can clearly see that an animal could not have done this type of damage.
I am unsure how much it will cost me to replace this sofa or the cushion.
John of Jamaica NY (03/15/08)
I brought a Jennifer furniture on November 2007. I was deliver broken. I tried to contact them for repairs and nothing has been done, they gave me a case number and up to now nothing is being done. I really need help on this. I have a couch in my living room and I can't used it. Two repair men came and they said was broken and this is now March and they don't answer my calls. They are rude to me, what should I do? I'm thinking going to the better business bureau to put in a complaint.
Loretta of Miami Beach FL (03/10/08)
I purchased a sofabed in November 2007. It was used a few days in December and and three days in February. The sofabed mechanism is defective; it will neither open or close. It is sitting in my study half open. I reported the problem to the company and received an e-mail two weeks ago that I would be contacted by a service rep. My sister came back into town to help care for my ailing father and has had to sleep on the couch in the living room. Since the sofabed is practically new, I have requested a refund. My request has been totally ignored. How can these people be allowed to rip off consumers this way?
I cannot use the room where the sofabed is located. Even worse, I can't even take it out of the room because it is stuck.
Pamala of Lincolnwood IL (03/03/08)
I purchased a sofabed in November of '07. Two technicians have come out to try and fix the problem. Sofa cannot be fixed because it was made poorly and is not fully functional. Jennifer Sofas guarantee up to one year for their furniture to be free from defects.
I would like to exchange this item for something of equal value or be credited for the full amount paid; however, it is also listed on the purchase receipt that they cannot do that.
Margaret of North Bergen NJ (02/26/08)
I purchased the Wrigley set on 10/8/05. I called for service on my chair in December 2007 concerning some scratches that my dog made, and also the leather peeled from the 2 cushions. A technician did come and took pictures. It took about 2 months to get a reply, and the claim was denied. When I purchased the sofas I told Mohammed that I had a dog, and he told me I would benefit from the upholstery insurance that covers everything. So to my surprise when I read the contract, it specified that it does not cover animal damage; so I feel that I was deceived because I went by his word. Who actually reads the contract at the store?
So I decided to go to the store and order the parts, and they told me each piece costs $200. I would be better off buying a new one at $400. I decided to contact headquarters online when I came across all the complaints, and I could not believe what I was reading. Most of the complaints were the same I was going through--especially trying to solve anything with customer service. This was the worst $2,279.97 that I have ever spent on such badly made sofas, and I'll make sure to tell all my friends not to buy from them.
Rita of Staten Island NY (02/20/08)
I purchased a leather sectional with a warranty from Jennifer's Staten Island store a little over 2 years ago. I was told by the sale's person (Rick, I believe) that everything was covered with the insurance which cost an additional $300. When a problem arose with the sofa, a repair representative stated nothing was covered, but they could fix it up for about $350. I also have a letter from Jennifer signed with the initials R.T. (no name) stating nothing is covered. I would like all my money back for the purchase of the sofa and the insurance. I think their business practices are dishonest. When you call their customer claims center no one answers although the recording states they are currently closed but that their normal business hours are 8-6, somewhat contradictory.
Lynnette of Chicago IL (02/15/08)
I purchased a sofa in August that I discovered the wooden frame had broken two months later. Jennifer refuses to replace this sofa saying that their technician says that I am responsible for the damage. They did eventually send the technician back to repair the sofa because I should be covered by their lifetime guarantee on the wood frame that appears on the reverse side of my receipt. When the tech came to my home to repair the sofa, he just screwed blocks of wood over the broken parts, but the frame is still broken. When you sit on the sofa you sink to the floor because the frame beneath is still broken. When I called back to explain this to Jennifer, an employee named McArthur told me that I should be receiving a call from the showroom where I purchased the sofa with an authorization to exchange or replace it with one of the same value. When the showroom never called back, I called Jennifer back again and spoke with a very rude LaToya who told me that McArthur was wrong and that my claim had been denied.
I spoke then with Meryl Gair, a manager, who told me that she would get back to me when she saw the tech's report, but she never called back. She gave me an email address that was not valid, as did another employee before her. At this point I would just like my money back so that I can go somewhere else and purchase a sofa that will last longer than 2 months. I can also send you a copy of the email and photos of this horrible work--that I tried to send to the manager. The sofa is still broken, so anyone that sits on that side sinks to the floor and has a hard time getting up from it. Also, the cushion on the broken side is becoming very deformed and unattractive because of the broken frame.
Tina of Grayson GA (01/23/08)
As many others have experienced, I purchased a Lifetime Warranty for my Leather Sofa purchased from Jennfier Convertibles aka Jennifer Furniture. When there was a problem, I received a FORM letter from Jennifer Convertibles regarding denial of my claim under my Lifetime Leather Protection Plan warranty. I reported the problem back in October , the first available appointment wasn't until November, then the repairman didn't even call when he decided not to show up. An another appointment was scheduled in December and I was told that I would receive a call within a week of the repairman's visit and this letter didn't arrive until the end of January. Their excuse for denial of the claim is animal damage. Well the only animals I have are 3 cats which are declawed and not allowed on the sofa. This is NOT animal damage!
When I have called their numbers, Customer Service is closed eventhough the message says that their hours are 9-5 EST and it is during this time that I am calling. Their lack of response to my emails and my phone calls is a clear indication of deceptive and fraudulent business practices.
Jennifer Convertibles aka Jennifer Furniture refuses to honor my Warranty. Therefore I am out the cost of the warranty and also have a sofa that I will need to replace due to the unsightly appearance! Over $2,000. in cost.
Peggy of Greensboro NC (11/25/07)
I purchased a 3pc set named the Big Kahuna on 1/19/07. In two months the sofas began to sag in the cushions seats and backs I called and they sent out a tech. He looked at the furniture and he knew what the problem was so he wrote up an order for springs, cotton and this big cotton foam thing to fix the chase. I waited weeks before the items arrived at my home and called to set up the appointment to come out. When he came he said he did not have all the parts and waited weeks again before the parts arrived and I called to set up appointment. Meanwhile, other things are happeing to the sofas so when he got here he repaired what he could but the chase he could not repair. I have called many times. I was very polite and as of now I have not heard from the Jennifer Store. My funiture is very well taken care of and looking at it speaks for itself.
It does not set well and very uncomfortable springs have come out and tore under the sofa.
Deborah of New York NY (11/16/07)
When I purchased mu Jennifer Convertibles couch a year a ago at the 3rh Ave location on the Upper East Side the sales women convinced me to pay the extra money for the lifetime cleaning service warranty. After filling out the online claim form three times with no response I called the claim number 1-800-371-6111. The first attmept I was on hold for half an hour only to be hung up on. Days later when I finally got through to a claims rep she was rude and impatient. She asked me when and how my couch had been stained. When I told her it was a beverage stain from several weeks ago she informed me it did not fall into my lifetime guarantee because I needed to have made the claim within two weeks of when the stain occured. I explained to her that I have been trying to get in touch with Jennifer Convertibles Claim Department for over three weeks. Still, she said she couldn't help me. To make matters worse she said there was no record of the online claim reports I had been making for the last several weeks.
Today when I did an online search to find where I could make an online posting to warn others about Jennifer Convertibles 'lifetime cleanig warranty' I came across an alarming number of customer complaints with similar experiences in dealing with Jennifer Convertibles Customer Service department. I only wish I had done a similar search before I ever bought my Jennifer Convertibles couch,
Pearl of Boonton NJ (10/14/07)
Dorathy made me purchase a life time warranty for cleaning the furniture. I purchased it but now I am told that the warranty was for taking a spot out it. Who want to pay $199.99 for a spot. I talked to the manager but nothing they could do for me. I wish i never purchase this at $1465.85. what a mistake.
Linda of Mt. Sinai NY (10/09/07)
I accompanied my brother to purchase a leather sectional with a sofabed. He also purchase an extended warranty on the sofa. Two years later, the leather is peeling and a hole came through on two of the cushions. We filed a complaint with the repair department as we were told to do by Jennifer Convertible. They sent a technican to look over the damage, he filed a report, and took a picture. We were then told by the Extended Warranty department that peeling leather was the cause of the hole in the cushions and that it was normal wear and tear. How can leather last for only two years? They told us that environmental factors could have caused the peeling. My brother is a single person who does not smoke, has no young children in the house, and does not have any pets. What other environmental issues could cause leather to peel, if it was not inferior or defective in the first place? I called the Selden store and was told that there is only a one year guarantee on the leather and that the extended warranty is very specific and will not cover peeling leather.
Lauren of Flushing NY (10/04/07)
purchased a leather sofabed, chair and end tables - six months later top part of the bed mechanics malfunctions - and the mattress cover shreds apart - they fix the bed frame - never delivered on the mattress cover and now again 6 months later the bed frame has fallen apart at the bottom of the bed and I am told - its my responsibility because its over one year. I explained thats its every 6 months and we are sleeping on the floor.
Now I am out the cost of $1100, we are sleeping on the floor, I have placed 2 calls to the CEO, Mr. Greenfield, and have not received any response. I now have back problems, no bed and no funds to purchase a new bed - but does jennifer covertible care....NO!
Beverly of Rierside CA (10/02/07)
This is our third sofa. The cushions flattened withing a few months after purchase. They sent two servicemen to fix it. The first added some stuffing to the seats but when he went to fix the arms he damaged the frame. They sent me a new sofa-within a few months the cushions became flat again. They said they couldn't do anything else except replace it with another model-for $100.00 more. This sofa was no better than the others-the cushions flattened in a few months-same results. Then, when I called & e-mailed them they stalled until the warranty ran out. When I complained again they sent me a letter stating that they would fix it(with the same fiber filling that did not work before) if I would sign a release and not bother them again. I asked if they could use something more durable then the fiber they said no.
The sofa cost us over $1000.00
It is very uncomfortable and looks like it is years old. There are only 2 adults living in the home & the sofa has not been abused.
Kay of Lake Ronkonkoma NY (05/07/07)
Leather sofabed was delivered on Friday4/20/07. I called the store and spoke to Tom within 1 hour of delivery to report the sofabed did not open. He said they would send a tech to check it out. The tech could not open the sofabed either. By this time we had also noticed that there were nails protruding on the inside of the sofa that were ripping the seat cushions. I told the store and the tech I wanted my money back per their 7 day refund policy.
Teresa Dilone from customer service emailed me that the sofa is not defective,
Apparently protruding nails and sofabeds that don't open are the norm for jennifer convertables.
Katrina of Lakewood CA (04/12/07)
we purchased a sectional sofa May 1st, 2006. Within one month one of the pieces broke and it took over a month to get the piece fixed. A few weeks later it broke again. This time it was fixed with a plain piece of non-matching wood and two weeks later, it broke again! It was looked at and never fixed after that. It is still broken. The serviceman told us that they always break and Jennifer convertibles never replaces or refunds the pieces. They know they are defective and simply don't care. What a nightmare! We have a broken sofa and Jennifer Convertibles won't even return our e-mails!
Vijay of Ontario CA (03/04/07)
I bought this sofa, love seat &recliner from your store & protection plan after 2 week I got ink mark on sofa & my wife called for service . They told us it is not covered. I told Jim when I bought this sofa sales person never told what covered & what not covered & he never gave me sheet which tells you about warranty.
Tom of Dana Point CA (01/17/07)
Bought the sofa and Robert convinced us to buy the $200 warranty. New sofa now has stains on it and we called the company to have someone come out and clean it just like the warranty says. He showed up and said he could not clean it as it needed a full cleaning and not a spot cleaning. Told us to call the company to arrange for that. Called customer service and they informed us (Patrice) that general stains were not covered by the warranty. She said the fabric was Scotch guarded at the factory. According to Ruben the technician who came out and did not clean it it was not Scotch guarded.
The result right now is we paid an extra $249 for nothing. We have a dirty sofa, we bought a warranty and the company will do nothing to fix it. It looks like the only way this can be settled is through litigation. No wonder we are such a litigious society
Spent $249.97 for a warranty that is worthless. Total expenditure of $1753.85. for a new sofa that is stained. Technician Ruben who came out was no help. Patirce, customer service, was no help.
Michael of Brooklyn NY (12/06/06)
I purchased a very expensive sofa set that came with a chair to match. At first i was undecided about buying the chair, but Paul the stores' manager assured me not to worry. Paul explained to me that if i were to purchase the sofa set that if i wanted complete coverage for as long as i have the sofa set that i should also buy the warranty that would protect me from whatever kind of damage that would occur to the sofa set. So i looked at Mr. Paul, and i said are you totally and absolutely, positively sure that no matter what happens to the sofa set that i would be covered and he said yes. Having saying that, i made up my mind at that point and i went ahead and brought the sofa set.
Not even a year and a half, the sofa set started to peel, crack, discolor and rip. After i saw the state of that luxurious sofa set that cost almost me two thousand dollars i quickly became furious and angry. I felt like i got ripped off, and i know a sofa set that cost the price that it did it should not be looking like that after that short period of time.
I shortly went to the exact store where i purchased the sofa set, and i spoke to the same sales person that sold me the set. I explained to him what was happening, and he gave a claims form, and he wrote on the top of it discolored. Mr. Paul told me to call and tell them that the sofa set is colored. Taking his advise i did so. After i spoke to a service representative, they told me that i was not going to be covered because they don't cover for things like that.
I couldn't believe it. So i told them the only reason that i purchased that particular sofa set was because Mr. Paul told me that i would be covered for anything that happens to the sofa set for the duration the sofa set was in my possession. A little while after they told its nothing they can do. So i went back to Mr. Paul and told him what the claims people told me, and he said that we would look into it. Mr. Paul also wanted me to take some pictures of the sofa set, and he would forward them to his superior.
Days went by and i didn't hear a thing from Mr. Paul besides when i would call him to find out the status of the situation. He promised me to call me after we talked and i still didn't hear anything from him. I went back to the store a third time, and i tried to wait for him, but i couldn't because i had my one year old with me, and i left a message with his co-worker for him to please call me, and he still declined to. I spent way too much money for that sofa set. I saved a long time, and put myself back economically because the sofa set wasn't worth the money. I don't have two thousand dollars to waste on a sofa set that doesn't cover me. If he would have been up front with me, then there's no way in the world i would have brought that sofa set, but he wasn't.
Marie of Jersey City NJ (11/14/06)
We purchased a sofa set in 2005 with the lifetime warranty Upholsteryshield from Jennifer Convertibles. In August 2006, the ottoman ripped and a technician found our claim to be valid. A leather cover was sent to us and another technician came to intall it. When he oppened the box he found the new cover to be deffective and left without installing it and said we would receive a new one.
This never happened and when we contact them, we are told the new order is not in the system and the technician never put it through. We have called maybe 20 times by now and the situation is still the same. A person named Teresa emailed the technician (finally after all those calls!!!), but no answer still. Now when we try to talk to Teresa, she's either at lunch or busy or pretends she's not Teresa. The situation is very frustrating and we feel cheated and abused by the company who is not living up to the contract they engaged in. I see many other complaints of this type and hope to receive some attention. Sincerely, Marie Cuenca and Tom Galvin
leather ottoman has a rip and is not being fixed. Paid for Warranty is not being honored.
Chris of Sonoma, CA (08/19/06)
My wife and I purchased a brand new sofa bed and loveseat in the bellisimo leather collection of Jennifer Convertibles in 2001. What we experienced soon after was headaches and runarounds from the store we bought it and the corporate office. The price was right, $2200, but the leather turned colors.
My attorney says I have no case because we did not buy the protection plan. After further investigation into the store, I have found out that they discontinued the bellisimo leather line because of the faulty leather. They went on to tell me that they have replaced couch after couch to customers who had purchased the protection plan.
I say, if you sell someone defective merchandise, and you know it, you should give something back to the customner.
Stana of Brooklyn NY (03/07/06)
I bought a couch from them several years ago. They sold me special "fabric protection" and did not honor it. They also had terrible delivery practices. It took forever to get this couch and they broke the legs of the sofa. I spent a lot of time trying to get them to honor their word. I never got any help with the fabric and the couch is permanently damaged. It cost over $1100 and I will not be able to buy a new couch.
Kathryn of Orange CA (03/06/06)
I have had my sofa since May, 05 and discovered while cleaning that the pillows, were pulling away from the back of the sofa, as they are attached. I called the store, and was told that a tech would be out to look at it. He did so , on Jan 27th. I was then told that they would repair it, but that the problem would probably happen again. I then said that I did not want it, and would gladly pay for a upgrade{new sofa} and to come and get it, as it was under warrenty, Said no way.
Pieces were sent to me, and a tech was supposed to come out on Fri. the 3rd of MArch to repair it. He was to call me thrusday night, and let me know the time. He never called or showed. When I called the store, I was told that he was in traffic for 3 Hrs, why did he not let me know?? I have called and called and spoken to different people, and all they can say, is I am sorry.
Paul of Medway MA (03/05/06)
I purchased a black leather sofa, chair and ottoman less than a year ago. I complained that the sofa and chair were not stuffed as full as the sample of this set in the showroom. I entered my complaint on Jennifer's website, and they sent their Rep "Kelly" who told me 'that was normal.' I said I didn't believe it was normal, as the same set in the store was plump, stuffed and markedly different. She said 'that is normal.'
Now, still less than a year from purchase date, a spring is almost poking through the BACK of the chair. So now what I have is a sagging leather skins AND inside spring/foundation trying to poke through. I've called the store again, and was told to call the 800-371-6111 and' they'll take care of it for me.' Yet if they didn't take care of it before, what makes me think they will take care of it now...that I have two complaints: improperly stuffed furniture that's markedly different than the same store sample, and now springs trying to poke through the leather? I've once again left messages at Jennifer's comsumer complaint department, as when I called a voicemail message came on and asked I call back during business hours.....which I was doing.
Michelle of Indianapolis IN (02/10/06)
I purchased an entire living room full of furniture in 2002. When wiping off some spots on the couch the dye in the leather came off too. It has happened to couch, loveseat and the chair. We do not allow food or drinks anywhere in our house except the kitchen so it wasn't as if there were any major spills that I was cleaning they were just normal body soils.
have called and called and called the protection claims department and am getting nowhere. They did have a technician come out and he advised us not to have him redye the areas because they were too large and it wouldn't match and he felt we would have more of the same problem in other areas of the furniture since it was the dye that was fading when it would be wiped off. I have since called numerous more times and nothing further has been done. They tell me a supervisor will call me back and no one ever does. If I call they have no record of me calling previously. It is a constant run-around.
Jennifer Convertibles should be held accountable and stand behind their products and the protection guarantee that is offered.
Diane of Coral Springs FL (12/09/05)
I purchased a couch through Jennifer Convertibles, Boca Raton, Fl in July of 2004. Upon my purchase, the sales person informed and reassured me that the couch would eventually take some time to wear the heavy coated laminate on top of the leather and would not be as slippery when you sat down. However, the heavy laminate never wore off and you cannot sit down on without falling off of it. I have contacted Jennifer Convertibles numerous times and have been left on hold for 30-45 minutes waiting for someone to assist me.
Little did i know that they told me since the 1 year manufacturer warranty has expired, they cannot help me. The only warranty currently on the couch is for any rip, tear, or soils but they never informed me that i had a time limit if i was not completely satisfied or did they give me the opportnity to take care of this in a timely fashion as i was always left on hold with their claims department.
Janet of Montclair CA (3/16/04):
I had puchased a sofa and loveseat and I had bought the protection plan in the amount os $199.98. This was on 5/27/02. I had noticed I had a scratch on my sofa just about a month ago. I called to make a claim and they said someone will call me within five days. No one ever did. When I called back the lady said sorry it's not their problem. I feel so ripped off.
Neil of Bronx NY writes (6/29/01):
I purchased a sofa on May 30, 1995. I also purchased a lifetime leather protection plan for $99.50. I was uncertain as to whether to pay $100 for this, and asked the salesperson (more than once) if this insurance covered pet damage, since I have a cat, and that would be the only reason I felt that the guarantee would be worth the money. The salesperson assured me that it did cover pet damage, so I purchased this guarantee/insurance. No document printed on Jennifer Furniture's behalf was given to me.
A month ago, I went back to the store to to have someone fix some damage to one area of the sofa by our cat, and I was given a document stating that animal damage is not covered by their (at least their present policy) guarantee. I called the Jennifer claim center, and was told that Jennifer NEVER had such a policy of covering animal damage. I requested a refund of my money, since I would not have purchased the insurance if it not were for the prospect of it being needed for pet damage, and since I had never made a claim on this before, they agreed to send me a release which I could fill out and get a refund sent to me.
Later that day, someone from the Jennifer claims office called my home and spoke to my wife telling her that they had reversed their decision and would not refund our money because to much time time had passed since the purchase. (How could I have requested a refund promptly on a LIFETIME protection plan when the only way I would find out that the salesperson had possibly misinformed me was to wait until there was damage to have reason to make a claim.
I paid $100 for something I did not want. I could definitely put this $100 to good use, and I am angered and distraught by not having been treated faily.
Aviella of Englewood, NJ, writes:
I purchased my Jennifer Furniture couch on 12-10-95 and part of my purchase was a LIFETIME GUARANTEE on leather protection for an additional $199.50. About a year ago, we realized that there was a rip in the arm of the couch and therefore, I contacted the claims office at (800) 371-6111 to file a claim. They sent a leather technician out and I was advised that the guarantee is not warranted when the rip is on the seam.
I then contacted the claims office and was told that they came out with an amendment to the lifetime guarantee a month after I purchased my couch stating that no rips are guaranteed when it's on the seam. I was also told since I was not aware of it, they will do me a favor this one time to send a technician out to fix the rip.
About a month ago a technician came to my house and again I was told that they will not fix the seam. I finally contacted the claim office to find out why and I was just advised that my claim was denied because my couch was mishandled and abused.
As soon as I heard that I was very upset since I keep everything in my house in meticulous shape including the couch. My couch is in perfect condition and I think it was just an excuse on the part of the technician. They will not send anyone else out and said the claim is final and has been denied.
I then contacted Jennifer Furniture online and thought they can help me out. This is how I got in touch with Phil Belleman. He apologized for the aggravation I went through and sent me the following mail:
Thank you for e-mailing us at Jennifer Furniture.
Pursuant to your e-mail, I felt a letter expressing our regret concerning an experience that was not up to your expectations would be appropriate. It is not, nor has it ever been our policy to inconvenience our valued customers in any way. As a growing company we recognize the importance of customer satisfaction.Our reputation as a leader in the furniture industry depends on our ability to offer great values on quality merchandise.
In regard to your concern, we sent a factory authorized service representative out to your home to inspect your merchandise. He reported back to our company that indeed your merchandise was not defect but the problems you were concerned about are due to customer usage.
In your letter you stated your home was meticulous, however that does not mean that your furniture is not going to wear over time. Jennifer Furniture only covers manufacturers' defects, not nomal wear and tear. Unfortunately we cannot service the seams on your merchandise. If you would like to contact a local technician to do the work for you at your cost you may contact Leather Technicians at 1-800-310-3352.
Sincerely,
Philip Belleman
Director of Claims
Now I am extremely upset and I really want something done in this matter.
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