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Jennifer Furniture

Lifetime Guarantee

Jennifer Convertibles
• Sales practices
• Delivery problems
• Warranty
• Insider's View
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News
• Court Orders Jennifer to Reform & Pay Refunds
• NY AG Asks for Contempt Citation
• New Jersey Sues Jennifer

Enille of Ozone Park, NY September 8, 2009

On July 25th 2009 My Husband Julius and I went to the Jennifer Leather show room on Queens Blvd. We were greeted by Vanda Wood, who sold us a Huntington sofa Bed and Recliner love seat. We took Delivery of this furniture on July 31, 2009 4 pm. We discovered that every time you sit on this sofa the cushions fall forward causing us to be hanging off the sofa. A very uncomfortable position.

We returned to the show room on Saturday August 1st around 4:30pm we spoke to Ruben and V. Wood, we told them of our problem with the sofa. Ruben told us that it needed a wearing in period. But if we had any more problems to call customer service. We called Customer service 3 days on August 3rd 2009. I spoke to Robert who said a furniture technition will call to make an appointment. Wed August 5, 2009 I received a call from their technition Dave, we made an appointment for August 21st. We had to wait 2 weeks.

On August 27 I e-mailed Jennifer customer claims and told them of our on going problem. They emailed me back the next day and said again someone will call me. Again I got a call from Technitions office D. Gonzalez. I e-mailed them again on August 30 stating that I wanted a Supervisor or Manager to call us to resolve this problem.

September 3 I spoke to M. Gair. Supervisor who said someone will contact us to make appointment to come and see sofa. We now have 2 appointments one for Wednesday Sept 9 Dave Gonzalez and one for September 12 Julio Saturday. But the repairman state they are coming for the Recliner. What about the Sofa? My husband and I just want a working livingroom set. We paid Jennifer Leather 2,237.58 for a set that we can't use. Please help us with this nightmare. We want another set because this one have been unusable since the day it arrived. We want another set or our money back.

I just called today Sept. 8 and left a message for M. Gair. It seems like every time you try to contact them. They are gone for the day. Or unreachable. I also e-mailed the customer care department again. We are so frustrated we do not know what to day anymore. We have never contacted consumer Affairs before. We usually just accept problems. But this is too much. We can't get anyone to help us with this problem. And can't use our living room. Help

Nancy of Marietta, GA July 1, 2009

On February 5, 2009, I filed a claim with Jennfer Convertible's about a tear in the center console and damage to the arms of my leather sofa. It took six weeks (March 14, 2009) for someone to come out and take a picture (which took less than five minutes) of the rip and the arms of the sofa. They determined from the pictures that they would replace the center console and the right arm. They would not replace the left arm because their Worry Free guarantee does not cover peeling leather which was fine.

A couple of days later I received a letter saying that the parts were ordered and that it would take 4-6 weeks for domestic parts and up to 12 weeks for international pieces. I called after both deadlines had expired to ask what was going on with the parts. The first operator Theresa took down my information and said that she would call me within 72 business hours. That did not happen.

About two weeks later, I called and spoke to John. John apologized for Theresa's unprofessionalism. He assured me that he would email Sue (person responsible for shipping the parts) and explain the situation and if the problem is not rectified soon (the ever ambiguous soon), Jennifer Convertibles would send me a new couch for my trouble. John did not call me.

At the end of June Jennifer Convertibles mailed out one of the two parts promised. I called and asked why did I wait over three months for one part. I thought that the policy was to wait for all parts to come in and then ship it out to the customer. Again, John was apologetic and said that the situation made no sense and that he didn't understand why the manufacturer would mail out one part and not the other. He said that he would personally handle it.

I called back and this time I spoke to Mike and told him what had transpired with John. Mike looks into the file and says that he would like to start a new case altogether. I object because I am not willing to wait another six months for one part. I explained that the Worry Free Guarantee is apparently a farce and that I did not appreciate getting the run around.

He then says, that he's missing a picture from the technician from the technician that came on March 14th. The picture that shows the tear in the couch. He says that he's going to try and get me an appointment to take another picture. I ask him to just ask the original technician to forward him the original picture. He declines and tells me that someone would contact me to make the appontment.

Today, a technician contacted me to install the one right arm of the couch. I told them about the picture that they would have to take again, of the couch. They did not have anything about pictures in there files.

So I call back on July 1, 2009 and ask for Mike or John and both of them have the day off. So I speak to Tony and finally ask to speak to a supervisor. Tony says that his line cannot transfer calls but if I hang up and call right back that he'd be able to transfer me from another line. I thought that that was bizarre. I called back and got Henry, I asked Henry to transfer me to Tony. The call was dropped. I called back and got Henry again and this time asked to be transferred to a supervisor and again I was dropped.

darlene of st. albans, NY August 26, 2009

I purchase a full sectional 3piece wityh the bed,loveseats,&triangle to make a long story shorts I gave them over seven thousand in cash that day. I was also told that "IF YOU BUY THE FURNITURE YOU NEED 100.00 protection by the sale person it will cover everything for life. THE first time success it was fix. THE next time I was told this is wear&tear I am over the top with disapointment,I cant believe that this company scam me, NOW! I am in need of a replacement for my sofa. The cusions are completely worn down, and the leather is tearing like nothing that i have seen before. If this company is offering a warrenty with their products, then they should be prepared to stand behind their warrenty.

It seems that at this point; I am forced to take further measures to recover from the completely overstated guarantee that I was sold with this living room suite. This company will be hearing from me.I will never buy anyhting in my life from them or keep refering my friends&family I expect them to refund my money I cant enjoy this furniture the way it is the cushion flatten in a year also I am the fool in this case,but not for long I will be letting the bbb&the attorney general know about this company & how they use you (BAIT YOU IN)should be there name! PLEASE GET BACK WITH SOME HAPPY NEWS ABOUT THIS COMPANY. Each time I call no one returns my calls just a man with a camera & a letter of disapointment .

Jillian of Pasadena, CA August 21, 2009

About 4 years ago, we bought a sofa, loveseat, armchair and ottoman. We also bought the lifetime warranty, because the sales person said it would cover ANY problems. About a year ago, the leather (not sure it's real leather) started cracking and peeling. A technician came to our house, took photos, said he would order parts and left. Then we received a letter from the company denying the claim because the warranty does not cover cracking and peeling.

They do not warranty the quality (or lack of quality) of their furniture. Now, I'm left with a useless warranty and couches that shed little flakes of dark brown leather everywhere. Also, the seat cushions depressed and flattened after about 2 years. We paid 2,000 for the sofa set and warranty. We have to buy new sofas, just 4 years later.

Kimberly of Bronx, NY August 18, 2009

On June 13, 2009, I purchase from Jennifer Convertible a 4 piece livingroom furniture. I pay a total of 2290.91 in cash. On June 29, 2009 I notice that the leather from the livingroom set was runnig onto the wall (smeared)and the furniture was also opening and you can see through the felt on the arm rest. I contacted Jennifer Convertible and explained the situation. They sent out a worker to see the problem.

He stated that there is nothing they could do because it was the wall that was ruining the furniture. My reponse to the worker was that was impossible. I called back the same day and explained what they workwer had told me. They stated that they were going to see what they can do.

On July 6 and the 8, 2009 and called and spoke to someone informing them that I haven't gotten a call from them. There reSponse was that they were going to send me a kit where I was going to be able to fix the running leather that was coming off the furniture. At this point due to thier lack of professionalism, I personally don't want any repairs done to the furniture because it seems that the furniture will continue having this problem. I would like at this point to get my full refund - money back from Jennifer Convertible.

Andreea of Woodside, NY August 10, 2009

On May 7th 2009 I received a letter from the company stating that the parts that they ordered for my broken leather couch will arrive in 10-12 weeks. 14 weeks have passed and the parts are still missing. I called and they told me that i have to wait.

I am 7 months pregnant with back pain and my husband had 2 knee surgeries. We cannot sit on the couch anymore. I am not sure what i can do to deal with this situation. Thank you.

Susan of Armonk, NY June 26, 2009

I purchased a convertibel sofa by credit card on May 29,2009. It was delivered on June 7th as promised. That day I noticed a defect in the back cushions and contacted customer care by e-mail. They assured me by e-mail that a teck would contact me within five business days to make an appointmment to come and see abou thte problem. A day or two later I found that one are was not connected correctly to the back of the item, and the back was loose.

I e-mailed custoner care, and they assured me that the tech could also deal with this. A week went by with no contact from the promised t4ech. In response to my next e-mail, I was assured that customer care would re-contact the tech. they also gave me a phone # so I could do so directly.

When I called, the automated voice mail did not identify a company; just asked me to leave a number. After I did this several times, I researched the phone number and discovered it belongs to a 26 year old woman names Ann. I could find no listing anywhere for Docs Furniture Repair.

When I let Jennifer's Customer care folks know that, they said they'd contact another tech company (I guess they contract this out)and ask them to put a rush on this. They told me I would hear from them this week. This week is over and I have heard nothing.

Filiz of OAK HILL, VA June 9, 2009

I went into the Jennifer Leather showroom on June 2, 2009. I purchased a sleeper sofa from sales associate #4757, Paris. She tried hard to push a Leather Protection plan for 99 but I made it clear I did not want it. She rang up the sale but charged me 100 too much, trying to add on the unwanted "protection plan". I pointed out the "math issue" and she did the math a second time and finally got it right. Paris said she would call me Monday June 8th. Monday June 8th came and went without a phone call. Tuesday morning June 9th I called Jennifer Leather at 10:01, 10:06, 10:20 & 1:00 PM but the PHONE WENT UNANSWERED. At 2:30, I tried calling again and finally, the phone was answered. It was Paris. Paris seemed confused becuase she called "all her customers". I said I did not receive a call for my delivery and no items had been delivered as promised. Finally, Paris looked at the delivery schedule, and it got kind of quiet, as the realization dawned on Paris that my delivery was not on the schedule. After a halfhearted attempt to spin an excuse, Paris said she would call me back in 15 minutes because she "had to call the warehouse to figure this out". She waited until I called her at 2:30pm to "figure this out"? 35 minutes later Paris called back with the following story "the item was damaged and could not be delivered". She wanted to schedule another delivery June 16 later because the "furniture is in North Carolina and needs to go to their warehouse in Maryland". No way. I have company coming and I need it today or I will take my business elsewhere. She said she would try to call me back at 5pm. 5pm came and went without a phone call. At 6:32pm my husband called and spoke to someone else who said "the delivery was not ever entered into their computer". Which is it? "the item damaged" story or the "item delivery not entered into their computer" story? I do NOT RECOMMEND JENNIFER LEATHER TO ANYONE. The Customer Service is TERRIBLE. The Service is poor. The delivery process failed on their part. They lied. The incompetence there is prevalent from start to finish.

catherine of bridgewater, MA June 4, 2009

will not cover warranty issues with leather coach

M of Smyrna, GA June 17, 2009

I bought a chair on 8/2/2008. In less than 3 months, the recliner part no longer worked and then the seat caved in. A person to my house to look at it and they said it was like that when I took delivery and it is not their responsibility but my responsibility. He took a picture of the chair and if you look at the picture, you would understand that neither I or anyone else would ever take delivery of a chair that looked like that! On my paperwork it says the chair is under warrenty for one year and the salesman made a very big deal of the one year warrenty. I was shocked to get the letter saying that they would not stand behind their merchandise and that no repair or action would be taken. However, since then I have been looking on the internet and it seems that their reputation for standing behind their merchandise is very questionable. We were only able to use it for less than 3 months. The fabric on it is in new condition but it is otherwise unusable.

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