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John of Huntington, NY September 6, 2008
On 5/2/08 I purchased a Maverick Cobblestone Sofa from Jennifer Convertible. The piece was delivered on 5/9/08. There was a minor issue with a recliner handle (it stuck a little on one side) but it worked so we accepted the item. In early August I noticed a lump in the center cushion and checked underneath to find 2 pieces of the wood frame were broken. One piece which connected the frame to the springs sheared in half and was hanging underneath (causing the odd lump in the cushion. I called Jennifer Convertible's customer service line on 8/7 and was told an engineer would have to come and inspect it. The engineer had up to 5 days to call then another 10 days to report after visiting.
2 days later I received a call and was informed no one could come to my home until 8/24 - 3 weeks after my complaint. On 8/24/08 an outside engineer came and fixed the handle but verbally stated he couldn't fix broken wood. He clearly indicated this was a problem and that should not have happened to the sofa.
After hearing nothing from Jennifer Convertible I called on 9/5/08 and was informed my claim was denied because of Customer Abuse per the engineer's report. I asked to speak to a manager and they would not transfer me. I asked for anyone but was only provided an address and a name. Jennifer Convertible did offer to send another engineer to inspect but the process has to start over. I've had this broken sofa, that they a claiming I broke by abuse in my home for over month. If by abuse they mean sitting on it, then yes I'm responsible, but if not this process seems absurd and unfair.
I called the store and spoke to my salesperson, he stated they could not help at the store level and that I had to fight it out with customer service group. I called the secretary of the engineer she stated his report does not indicate an opinion, it is impartial, he reports back to the company and they, not he, renders a decision based on the report. The customer service group told me the opposite.
After this conversation I was transferred to a manager at Jennifer and left a voice mail that went unreturned. While they are sending a 2nd person I believe this whole process is a sham. Their sales invoice indicates they will replace a new product due to defect, faulty materials or poor workmanship for up to one year. I owned this sofa for 3 months and they are telling me it was my abuse or normal wear and tear that caused a wood frame to break. In other words if they simply tell everyone who complains that they caused the problem then they do not have to honor their guarantee which is a joke and clearly what is happening here.
The second problem is that if a Jennifer Convertible sofa's frame can break after 90 days of use from normal wear and tear, no one and I mean no should purchase a thing from them.
If they will not replace this couch I will have to buy another. 500 - 1,000.
Valerie of Culver City, CA September 1, 2008
I purchased a Microfiber Sectional sofa bed from Jennifer Convertables and it was paid in full and delivered May 10, 2008. I purchase the new furniture because I was going to be hosting many people in June, and need bed space. Well the sofa was defective as the bed was broken. I called the store June 9th as we were unable to retract the bed back into the sofa frame. The manager Greg was nice and tryied to walk me through a few scenarios for opening and closing the bed. However, as I explained to him the bed was literally broken. Greg stated that there was nothing he could do at that point other than file a complaint.
My dilemma was that my guest were there and I had NO sleeping arrangements at this point. Greg stated that they would not be able to send assistance for another 7 to 10 business days. I was worried about my warrantee of the bed and the sofa. Greg, stated that there is a one year warranty on the bed frame and a lifetime warranty on the sofa covers. I have listed below the description of the sofa problems and what my final action will be if I have no resolution to my problem. Any help and or guidance you can offer will be most greatly appreciated.
Geoffrey of Fort Lauderdale, FL August 27, 2008
I bought an expensive leather sleeper sofa in April 08 but after just a few attempts we soon realized it is impossible to get a comfortable night's sleep on the mattress/base that the sofa is supplied with. Unfortunately also, it is not comforatble to even sit on for any length of time since you perch on it rather than sit in it. The basic problem with the fold out bed is that the mattress rests on a papery hammock-like structure supported by thin wire springs around the edge. It sags in the middle even with no mattress on it and you can see through it! On top of that is a horrendous thin spring mattress and boy can you feel the springs when you sleep on it! It is lump, saggy and quite impossible. Why they don't use a foam on top of an all spring taut base is beyond me. Why are so many American-made products so poorly designed, cheap and flimsy?
The sofa cost well over 1000 and was really a waste of my hard-earned money. Complaitns to Jennifer have, so far, produced no results.
Debbie of San Jose, CA August 6, 2008
By far, the worst customer care I have ever experienced. My story is very similar to others. I bought a warranty and a little over 2 years, the furniture started bubbling and peeling. They find ways to wiggle out of the warranty and, it seems, intentionly give customers the run around. I hate this store with a passion, and would never shop here again. If you want to replace your furniture every 2-3 years, then this is the palce for you! If you want to be treating poorly by some sleezey customers affairs person, then by no means, shop here. If you like tricky warranties, and mobster like attitudes, then shop here.You'd be better off going to Big Lots. At least, you'd know what you were getting.
Tamara of Campbell, CA August 4, 2008
The couch and loveseat started to fade color on the seat cushions and arms, [a] technician came out, took a dry white cloth and as soon as he started to wipe the furniture the color came off on the towel, he wrote a report and they send new leather pieces to replace the seat cushions and arms, when I receive the new replacement leather it did not match at all, again techincial person came again and took pictures of the pieces that were sent, he wrote another report and I call the district office and I have been speaking with Meryl Garr.
she first offered me 280.00 for the price of my warranty, unbelievable, then when I refused it she offered me 500.00, I don't know what type of scam this is but I just requested half of my purchase price returned to me 1650.00 and keep the discolored furniture, if someone with a reasonable offer for replacement of my couch and loveseat that would be great..........so disappointed with this company
Erica of Staten Island, NY August 4, 2008
I purchased a Maverick dual recliner couch on July of 2006. The recliner mechanism broke once - with in the first year. JC came and fiaxed it 6 months later it broke again . This time it was out of warranty. The fixed it again out of courtesey. Now for the third time the SAME piece broke yet again and they are refusing to fix it. Obviously something is defective year. We do not have cheildren that abuse the couch. This should not happen. At the very least they should replace the piece again.
The right side recliner no longer reclines
Wanda of Raleigh, NC July 16, 2008
I brought my furniture in Buford GA sept.07 and by October 07 my Chair had some damage in the arm area and also sofa was very loose I called the store first and they set up for someone to come out and see the damage they did come and look and also ordered replacement arm. I was told I would receive it before November 07 but I didn't and I could never get someone to call me about this it was always a email and then it took Teresa 2-3 weeks to respond it was after January when I got the replacement chair arm and then it was just dropped off and they left
I didn't have to sign anything they were just there when I came in from work and then when i called back they said well you have to make an appt for someone to come back and replace the arm but waht about the sofa that needs attention now, and then we got news about family member who we had to go and check on I emailed them and told themI would be contacting my lawyer since no one wants to call me back about my furniture that I paid over 1,700 cash for finally someone calls me to say they could doaall they can to resolve my issue but now I have to move to another state so I was informed once settled to call and schedule for someone to replace the arm and look at the sofa. I just emailed them last week 7/4/08 no response yet.
Wendy of Greenwood Lake, NY July 7, 2008
I have been trying to get the sofa I bought from Jennifer Convertibles repaired for over 5 months now. I have made at least 10 phone calls to them and the only thing that i have gotten to date is a component the service technician ordered 4 months ago which needs to be assembled. In the interim, I have not been able to have my sofa in working order and have had to forego having company over due to the fact that this sofa is so unsightly since the entire middle seat has caved in. (BTW, I had had the sofa for only 10 months when this occurred and it took Jennifer Convertibles a month to get a tech out to my house just to evaluate the problem.)
The sofa, in addition to being unsightly is not particularly safe as the wooden seat suports/frame is exposed since the middle seat collapsed. Not to mention the personal inconvenience of not being able to have company over granted the embarrasing damage.
Jennifer of Fresh Meadows, NY June 24, 2008
Back in mid 2005 I purchased a 9 piece leather living room furniture set. In late 2005, early 2006. I noticed the arm rest were sicking in, every time you had your arm on it. At one point, the arm rest suck so much inside the coach that it tore right opened.
When I called they had a technician come over to look, he stated it was a manufacturer defect and could not be fixed. I called Jennifer convertibles and they said anything over a year, that's a manufacturer defect cannot be replaced. Which makes no sense, basically I could of said I took a knife to it and decided to see what is inside the coach. So ridiculous, I am still continuing to fight this matter, since it does not make any sense. I already had to throw 4 pieces out and my coach still has a gaping hole.
Arm rest, started to sink in the coach and cause a big gaping whole. All the coaches arm rest are destroyed, do to manufacturer defect, which they won't cover.
Gina of Hamilton, NJ June 20, 2008
we purchased living room furnitue sept 07. we notice that the furniute was discolored in spots. we call the co and had somebody come out. I had purchased the fabric portection plan and when they came out they took pictures and i was informed that they said our protection plan does not cover it. we were told when we purchased the furniture that with the plan any spots etc are covered and if they cannot get it out it would be replaced.
now we had moved and the movers saw that the furniture under the custions were not put together correctly and the furniture is ripping. why play for protection plan if nothing is covered. the price was 1026.17 and is only 8 months old. please advise
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