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Darlene of Odenton, MD November 17, 2008
i purchase a leather sectional in feb, 2006, approx. 13 month later the frame started coming out the back of the chair, i called the sales person laura #1418, and explain it to her she stated that it would be no problem and had a technician come out. the technician came out and order a component. the technician came out to instasll it, but he stated the color was wrong and order another one. needless to say he said this color was wrong also. i relayed the info to laura, and she stated that the technician stated that i refused to have it install, that is an untruth.
i try to get it resolve with numerous phone calls, laura stated she would get back to me, never did, and eventually transfer to another place i was told in sept 2008. i've spoken to numerous people at the main office, no resolutions, rudeness, and false accusations against me. i have requested to have some stains remove off the furniture, which i purchase the upholstery shield, nothing has been done, i feel i have been cheated out of my money. please help this is truly the short version. thank you.
my blood pressure has went from 104 to 140, i am sure this strss had a lot to do with it.
Susan of Washington Twp, NJ November 11, 2008
In July, 2008, I purchased a dual recliner sofa from JC. The following week it was delivered. Within the first 10 days of having the sofa, I realized that the right recliner did not work properly. When looking closer, I realized that the entire side of the sofa was leaning in. The recliner did not open or close and because of this, the leather was being worn off the outside of the sofa. I called the Paramus, NJ store where I purchased the sofa. The manager there, Shawn B. could not help me. He directed me to the customer service department instead. After leaving 3 emails (their preferred method of contacting cust. Service) and calling the service center at least 4 times, I received a call back. I was told that returns are not their policyeven when they deliver a defected sofa.
They sent out a representative to look at the sofa. He told me that this particular problem is consistent with the sofa I purchased. I assumed after speaking with him, that I would either receive a refund or a new sofa. Two weeks later and after at least leaving 5 or 6 messages with JC, I received a call from Meryl Gair in the customer service department. She informed me that the technician stated that the sofa was repairable and that within 4-6 weeks parts would be delivered to my home. When they were received, I was to call back and schedule a repair date. They absolutely refused to return the sofa or give me a new one.
After 9 weeks had passed, I started calling customer service again. Apparently, Meryl NEVER answers her phone. I continuously have to leave messages and after days, she returns my call. Now she tells me that the sofa is not repairable and that my only recourse is to accept an exchange. I told her this was still unacceptable to me. At this point, I really just wanted them to return the sofa. Meryl instructed me to call the Paramus store and speak to the manager. I did. The only thing he could offer me was an exchange. I agreed.
Later that week, my new sofa was deliveredin BROWN. The sofa I purchased was beige. If I wanted a brown sofa, I would have bought a brown sofa. The delivery man apologized and refused to take the broken sofa out of my house. He said he would get the right color sofa and redeliver it. In turn, I called the Paramus store manager who informed me that the color I bought is no longer available! So, he suggested I just take the brown one. I have called Meryl in customer service twice since this happened and she still has not called me back. WHERE DO I TURN? I contacted the BBB but have not heard yet from them. At this point, I really just want the original BROKEN sofa returned.
Julia of Staten Island, NY November 11, 2008
I purchased a sofa bed with an extra fee mattress on 10/26 for a delivery of 10/31. On 10/31 after the non speaking drivers dropped off my sofa bed i opened the couch to find that the mattress i paid extra for was lined with ink and filth, secondly the mechanism in the bed is not working properly lastly the seat cushions do not match up with the back pillow endings. I went to the Jennifer store one huor after delivery and told the salesman the faults he said he would get repair tech to come fix...i told him its brand new i dont want repairs. i called my credit card company and i put the charge of 1311.00 in dispute. I faxed jennifer at least 5 times since 10/31 to date and called they said someone would come and pick it up to date i have not heard from anyone. Everyday I fax and ask the same question when are they picking it up WITH NO REPLY. it seems they deliver faulty furniture as a habit as i have seen in other complaints
I moved to this apartment 11/1 with the intention of having a sleeper sofa .. i told the salesman that it would be used for such purposes and i asked him how can i sleep on the floor until you decide? the consequences is i had to purchase a new bed at sleepys, however i still have this eye sore in my living room, now my bed is in the kitchen area. it is a studio!
Molu of Hicksville, NY November 2, 2008
I have purchased a convertable from the aforesaid store on 10/18/08. I received the delivery on friday, 10/24/08 at about 120clock. The sofa is sliding to the center while we are sitting and the glass tables legs are not proper or one leg is small in the hight. The same day I have made a complaint over phone to the customer service and they promised me that they will be arrangina a technician within 5 days. But till today no one have call us nor show uo for rectifying our problem. So I hereby requesting you to please make arrangement to take back all the items as soon as possible and give credit to our account against my advance payment. As a reputed company like Jennifer, I hope you may honour my request at the earliest. Thanking you,
Maya of Oakland, CA October 18, 2008
I purchased a four piece lesther furniture set from Jennifer convertibles, in July of 2005. A little over a year later, the leather, which isn't really leather at all, began to develope big air pockets. My sister said to me, leather isn't suppose to do that. So I flipped the ottoman over, and checked the tag. It said, 80% urethane foam, and 20% polyesther fiber. NOT LEATHER! I called customer service to file a complaint, and about a week later a technician was sent out. The technician told me that the sofa could not be repaired.
aout two months had gone by, and I realized, that I had not heard back from anyone, so I called the claims department again. They said that my claim was denied. By this time the air pockets, had cracked open, so I called the claim department again, and filed a second claim. Another technician was sent out. The second technician that inspected the furniture, told me that he thought he would be able to repair the furniture, but that he couldn't, because it wasn't even real leather.
I called the store that I had originally purchased my furniture from, and the store manager, gave me the name and number of the district manager, Atif. I was not able to reach Atif, nor the other district manager Tim. Months had gone by, and I was still unable to get my furniture repaired or replaced, which was covered under my lifetim protection plan warranty, so I called again.
Finally, after over 6 months of trying to get a response from Atif, I recieved a message on my machine from him, stating that he was calling to update me on my claim about th cracking and peeling. He said that a tech would be sent out to inspect, and correct the problems with my furniture as a courtesy, because my previous claim was denied, and a technician woul contact me in 3 to 5 business days. Then a few days later, some rude woman called, and said that they would not be sending out a technician, and that my claim was once again denied.
By the way, I still have that recording. It should be good for something. Recently the frame broke on one side, and the springs in the bottom have punched through. I'm out of 1889.98., and my furniture is useless!
Mercedes of New York, NY October 16, 2008
Purchased sofabed 7/4/08. Shortly after a few days, noticed the legs of rear of sofa were loose and wouldn't tighten. Delivery guys left the sofa and didn't bring it to my attention. Called for a tech. to come in and fix. A month later while cleaning sofa, noticed a rip on the lower back on the seam. Called again and scheduled for an appt. On the day of appt. i called to find out what time the tech. would arrive only to be told i wasn't scheduled on that day. After taking a day from work, which cost me money, frustrated and stressed out, all they could do was take complaint and tell me to wait for a call within 5 business days.
I requested a new sofa, being this one is only 3 mons. old. I paid 1072 for a sofa and the shield plan but, why should this new sofa be mended when i paid for a new sofa? I'm very disgusted with this company and would like to find someone to help with this matter so that these companies don't get away with selling damaged goods and ripping people off. Karen of College Point, NY October 6, 2008
I bought a sofa sleeper from Jennifer Convertibles less then 3 years ago. The sofa is falling apart and the sleeper frame has pulled off the arm of the sofa on one side. I contacted the store where I made the puchase and was told to call customer service.
Customer Service first advised that they could not help me, not even to provide me the name and number of a repair company, because the warranty is only for 1 year, the rep then hung up on me. I had to call back and ask for a manager before being given any information. Jennifer Convertibles has a program for lifetime upholstery care which lasts for as long as you own the sofa but they do not cover the main mechanism, the sleeper, more then 1 year.
I have to pay put of pocket the full cost of the repair if I can get the repair company to contact me, or I will have to buy a new sofa.
Rosa of New York, NY October 1, 2008
We purchased sofas 16 months ago. We also bought the additional warrantee for 200 on top of the sale price. The sofas were damaged and the leather was found to be by Jennifers Leather own upholstery person be damaged and rotten.
Th ereport was made and no follow up on th epart of JL. When after several attempts I waited for about an hour for the telephone to be picked up. The customer service rep. stated that yes it was found that th eleather was rotten, but that were not replacing it because ity was a manufactured defect. This is LUDICROUS! this is the the reason why we bought th eadditional insurannce. This is Jennifer Leathers outright and audascious way of robbing hard working people of their money. Something has to be done about this.
Mom of Holliston, MA September 12, 2008
I wish I had seen all these negative reports about Jennifer Convertibles before we purchased sleep sofa...I think we would have gone elsewhere.
We are currently waiting for a new couch from them because the one they delivered had a broken arm. I had a bad feeling about this company when we went to purchase the sofa and it was out of stock BUT for an additional 100 we could buy the a different sofa. Being a sucker, we fell for this bait and switch. Now we are dealing with the horrendeous service that everyone else seems to have already experienced. I however have NOT paid for this couch (credit cards ARE good for some things). I will not pay for couch since they cannot deliver a non-defective item.
Courtney of Chicago, IL September 8, 2008
In late June 2008, I purchased a sofa set from Jennifer Convertibles. I upgraded my order to include a sofa bed. The set was delivered July 16, 2008 and was defective. The sofa bed would not come open. I called the company immediately and put in my request. I was told that a tech would contact me in a week. After a week, I called back and was told there was no record of my order and another order was being placed. I called back a few days later to follow-up and once again there was no record. I put the order in again and asked for the regional director's phone number. I received his email address. I contacted him and shared my story. He assured me that a repair order would be placed and rushed.
I followed up on the order myself and customer care told me an order to fix a recliner had been placed. I finally heard from the tech. He told me the sofa was defective and placed an order. I was told it would be fixed within two weeks. In the meantime, I exchanged several emails with Adam, the Regional Manager requesting a new sofa or compensation. I informed him that I was having more out of town company. [He] refused all of my request. I ended up having to purchase an air mattress for my company.
It is September 8, 2008 and my sofa has not been fixed. I have called the corporate office, customer care, emailed and called the Regional Manager and I am still getting the run around. I am so frustrated and feel taken advantage of. I will never purchase from the company again!
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