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Jennifer Furniture

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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

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.

Candice of simi valley, CA June 13, 2009

I purchased a couch and was told that if should purchase the warranty since I have kids. She told me they will remove any stains throughout the lifetime of my couch and if they couldnt remove it they would replace the fabric. When they came out to clean they said I had to call within 2 weeks of the stain. Lifetime warranty mean lifetime. That was never mentioned to me as part of the criteria for them to honor the warranty. I paid 200 for nothing. I see hundreds of complaints on the web. Why are they allowed to continue to operate with such deceptive practices?

joan of framingham, MA June 8, 2009

I purchased a leather sectional sofa 2 years ago. When the sofa arrived we called the store to report that the sofa did not look like leather. They stated that it was absolutely all leather. The sofa has worn more like vinyl or another kind of synthetic. This past year I noticed that they were advertising the same sofa as leather blend. I called to complain and they stated thatit is now leather blend so they could be more reasonably priced.

Helen of Peekskill, NY June 6, 2009

I purchased a micro fiber corner sectional couch in 2006 from Jennifer Convertibles. The couch is only two years old. The seat cushions are all creased and folds that will not smooth out. I was told the stuffing inside the cushions is pieced together and that is what causes the creases in the seats. I also purchased the additional cleaning protecton. Thank goodness for that - the couch stains even if a drop of water hits the material. I'm in the process of having the couch cleaned for the 3rd time. Imagine, if I had little children. Worst piece of furniture I ever purchased.

Steve of Chicago, IL May 12, 2009

Jennifer convertibles is a purveyor of absolute GARBAGE. I purchased a sofa bed a few months ago only to realize that it was broken and when opened was scratching "deeply" my brand new Brazilian Cherry flooring. When I called their Customer Care dept. they told me that a technition would come out to fix the problem. Well after several reorders of the under carriage - no they would not replace the couch and they took several months. Now the couch is once again broken with the replacement part laying on the floor - detached from the bed. This is garbage furniture at best. Stay away from Jennifer convertibles at all cost!

Traci of Davie, FL May 6, 2009

My husband and I purchased two leather items from Jennifer Furniture just over 2 years ago. The items are a leather couch with a sofabed and reclining leather loveseat. Both items have numerous cracks along the seams and holes where the stuffing is exposed. Also on the back the so called leather has peeled where it was against the wall. We had purchased the upholstery shield. Upon reading the fine print we saw that this was not covered.

We called the Upholstery shield number and told them about the situation. They told us it was not covered but they would send someone out anyway to document it. A man named Seth from a third party company named Tuscany Furniture Repair came and examined the furniture. His notes were that the furniture was not repairable. He did not provide an copy of his assessment but said that it would be forwarded to Jennifer Furniture.

We followed up by calling again to the upholstery shield center. We were told that in fact they had received the info and that it was notcovered as we already knew but simply wanted it documented. They told us that there was nothing else they could for us but that a supervisor would return our call. The following week I did receive a call from the Director of customer services. Her name was Meryl G. I explained what had happened until now and again she told me it was not covered by the shield service and that Jennifer Furniture has a 1 yr warranty on seams. She also said that there was nothing else that they would do for us.

I asked them to mail out a letter stating that they would do nothing and she refused and said that they do not provide any such letters. So my next step now is to call the local store I purchased it from and file a claim in small claims court. It is unacceptable that this company is not accountable for their poor quality of furniture.

Linda of Fontana, CA April 15, 2009

In Sept 2007, I purchased sectional sofa within the one year warranty the pillow on the sofas thread came loose on one pillow of the sofa.I phoned the montclair ca. store the gentleman was very nice and helpful he informed me that I just made the deadline for the one year warranty. He then gave me all the info I would need to talk to customer care. I phoned customer care they took down the information and told me someone would call me to set up an appt. to come and assess the damage.

Someone from jennifer connvertibles called and came out to my home. The man told me that he could do a mickey mouse job and fix it now or he can order the proper parts to have it fixed right,needless to say I elected to let him order the parts and have it fixed the correct way. In about six to seven weeks the parts came, I waited and waited for months for someone to come and repair my sofa, finally they came,the guy complained the entire time that they did not send him a part of the back of the sofa that would have allowed him to just rip the back off and replace it instead he had to take layer upon layer of staples out one by one to make sure he did not rip the piece due to he had to use the same back cover again.

It took him and his young helper approx 4 hrs,they were in a hurry because they had another appt. in Moreno Valley Ca. I signed his paperwork so he could leave even though I was not satisfied with the work done. He cut his finger real bad blood was every where he was working. He wrapped his finger in toilet tissue and scotch tape. I offered him to come back another day due to his finger was causing him pain but he insisted he stay. The results were a shotty repair job. I have pictures of the sofa and I kept the parts that were removed and replaced but did not even need to be touched at all.

I now have a sofa set that is not fit for a dog to lay on. Basically Jennifer Connvertibles want me to be stuck with a shabby repair job. I will take further legal action if needed. I see Jennifer Connvertibles do not learn from past lawsuits.

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