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Crystal of Miami, FL June 18, 2008
We purchased a leather livingroom suite from Jennifer Leathers/Convertibles in 2004 and a couple more leather pieces in 2005. Within two years, the leather began bubbling and peeling on several of the cushions. We bought a 'lifetime warranty' on all the pieces to ensure that we'd have good looking furniture for years to come. So much for that idea! I filed an UpholsteryShield claim, but it turns out that the warranty specifically does not cover cracking and peeling, even though the salesman assured us that a) the leather wouldn't crack or peel, and b) in the unlikely event that it ever did, Jennifer would be more than willing to repair or replace the damaged pieces.
The sofa has been relegated to a back family room because it's no longer presentable. I try to keep the cushions covered with a slipcover or other blanket to keep it from peeling and flaking even more. As the boys move to their first apartments, they'll get these pieces as hand-me-downs. I won't buy another piece of furniture from Jennifer Convertibles, and I will tell anyone considering shopping that the company sells cheaply made furniture at inflated prices and won't back up their sales staff's claims.
Diane of Flushing, NY April 21, 2008
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 April 13, 2008
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 March 15, 2008
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 March 10, 2008
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 March 3, 2008
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 February 26, 2008
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 February 20, 2008
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 February 15, 2008
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 January 23, 2008
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.
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