Jennifer Furniture - Lifetime Guarantee

My mother in law who has Parkinson's disease was sitting on one of the chairs that they had sold us. My mother in law was talking to us when all of a sudden we heard a crack sound. It was the sound of wood breaking! We watched my mother in law fall to the floor and slam her head. I ran over to help her. She was discombobulated and had to sit on the floor for several minutes to gather herself as she was not feeling well after that. I noticed that one of the legs to the Savona Genieve side chair that she was sitting on had broke off the framing of the chair. Approx. 3 days later I had contacted Jennifer Furniture and ripped them a new one as I was not happy!

The rep at Jennifer Furniture stated that they’d have a new chair for me in about 1 week. This was the end of December. I didn’t get my new replacement chair until approx. February 2022. I only received my new chair because I started writing bad reviews and putting the images of the chair up and explaining what had happened. The store manager in Farmingdale contacted me asking me if I could remove the negative review and images. She then stated that she had my chair but there was nobody to deliver it because of “c19”. I told her that I’d pick it up myself! I had gone to pick up my chair and noticed that there was 8 more brand new chairs just sitting around in the back, all in their boxes. I had inquired about my missing (2 pieces) furniture that they still owed me.

The manager told me that the items were on the ship and on their way over. She stated that I should be getting a phone call to set up a delivery date real soon. Well, 3 more months had gone by and I was still waiting! I text a cellphone number that I had from the Farmingdale store. I informed whoever that was reading the text that I was soon going to repost my negative review once again! About 2 days later I receive a phone call from some “higher-up” with Jennifer Furniture stating that he’s sorry for the inconvenience and that he guarantees that my items will be delivered by mid August 2022.

I told him that I had paid the company in “full” and that Jennifer Furniture had my money in their bank account collecting interest and I was still missing my furniture that was promised to me by April 2022. I also informed him that every time I called the store the manager gave the same answer that the furniture was on the ship and on its way over. So many lies from managers at this company along with their associates. I have called again today to speak to the “higher-up” who I had spoken to the last time. The associate read the notes in the computer then puts me on hold. She had come back to tell me that the “higher-up” is not around and for me to give my name and phone number so they can call me back.

I had asked what the “higher-up’s” name is and she tells me “Fred Love”. More games and more lies! I am not a fool! Fred Love is one of the three founders of Jennifer Furniture. The store was named after Fred Love’s daughter. Fred Love passed away back in 2004. These are the games and the lies that this company plays with its customers. I may possibly consider legal action as the company is holding my money and collecting interest on it. In another month it will be one full year that I’m waiting for my two items that I paid for in full! Do not do any business with this company! You will regret that you did!

The company said they would send a service team out to check the sofa on Feb 11th, no one came. They promised us another set of slip covers and an ottoman free of charge. the ottoman came with a busted leg and the slipcovers have still not come. We have multiple texts and pictures of all of this and now the manager is ignoring us. I paid 5000$ and I want something done about this company and its horrific service for all this aggravation and it's still not resolved.

The furniture store customer service is horrible. Spoke with someone. Won't mention name. Was nasty. Stated, "Oh I will not refund you. I said, "Why not?" He said, "Because I won't." I stated, "I was told this table was Italian. Come to see the table made in China. Poor quality. Not worth the price they charged!" He stated, "Oh I will give you credit or exchange after all." I said I don't want another table. He proceed to say, "Oh I will get letter together and have my account send to you." Days went by. Still all same then received a letter whereas to, "You are not allowed to claim or stop payment with credit card." Till this day I'm still fight and table and chairs are still here. That being said I don't want to purchase anything now, But want my money Back.

Once again time goes on and I never hear back from them. I called to check on the status on August 23, 2021, and they had no updated information to give me at first until I just asked for a refund again. They had Fred who must be the Manager call me back with suddenly new changing information that my furniture should be arriving at their Warehouse in 2 days which was Wednesday and Friday I will be receiving a call to schedule delivery. I was very upset that Fred told me he could not give me a refund because the furniture is on its way to a NY Warehouse and delivery should be in another week. Well, I received no call from them on Friday regarding scheduling delivery and decided to call them myself. Now the story changes and I was told it's the weekend and somebody should most likely call me next week.

They will not continue to string me along with stories and have run out of time with me. I have been reasonable and patient enough. I refuse to accept any more excuses and need to take them to small claims court because Fred is refusing to cough up my refund. Keep the furniture and give me my money back. Stop the lies to customers about untrue delivery timeframes and be honest so that they will better know what to expect. After reading all the complaints, the furniture is not good quality or worth the wait.

Delivery #2 on June 24, 2021, the dresser was not packaged properly. Damaged again. The staples connecting the seam on the back of the dresser was damaged and the wood was was peeling on the bottom right side. It was a refurbished item. Again I call corporate. Victoria said again that the dresser would be a new piece, inspected at the warehouse and expedited. I put 3 more calls into Victoria with no response. Delivery #3 on July 20, 2021-dresser damaged again! I could not believe it! I called Victoria and left a message. What do I have to do to get my Furniture? Sue you? Go to the president of the company? What? I have not heard back from her or the company. I am so disgusted with this company!!! I literally don't know what else to do. I hate this company and would NEVER buy from them again! I would NEVER REFER anyone to Jennifer Furniture!

To begin with, when purchasing the couch in a retail showroom and receiving the terms and conditions after the purchase of the couch and the plan how could I possibly know that something of this nature wouldn't be covered? Secondly, how would I know this was going to happen to the couch? Therefore, why would I look to see if this type of damage was going to be in the terms and conditions. And again keep in mind the salesperson told me with confidence that everything is covered. So ok Guardsman, you don't want to repair or replace my couch, fair enough. I just wanted a refund of the $200 I paid. This plan is useless to me if doesn't cover the problem I'm having.

I called Guardsman and their customer service reps are downright rude and disinterested in helping me. The reps told me to send in my receipt to the their "Refund Department" so I did. Fast forward a few weeks later and their refund department sent me a three sentence letter telling me that I need to read the terms and conditions again and my problem is not covered. Again, as I said above I didn't see the protection plan terms and conditions until after I bought the couch and plan. And again why would I anticipate I would have this problem with my couch, I never owned a couch that fell apart like this before.

Finally, I called Guardsman one last time after receiving the denial of my refund request, and another rude unhelpful customer service rep told me basically "too bad for you" the refund department said no and that's it, "You're out of luck buddy. We won't help you." To summarize this company will take your money and give you nothing in return. There's no one to speak to when you need management to step in to address a situation. So do yourself a favor. Save your money and say no to their protection plans.