Jennifer Furniture - Lifetime Guarantee Reviews

I received two phone calls from Jennifer Convertibles, one of which was September 13, 2011, 48 hours before the delivery date. Both left messages confirming the delivery date and requesting that I call if there were any problems or changes. There were no changes or problems, the date was set, and someone would be home so it did not warrant a phone call. On September 15, 2011, my son was home and had to use the bathroom which he did with the bathroom door open so that he could hear the front door. No one knocked. He got out of the bathroom and saw a missed call on his phone. It was the Jennifer Convertibles driver. He called the driver immediately and the driver said he was just outside and was leaving. My son said to bring the furniture up. The driver would not. My son also asked the driver if he knocked on the door and the driver said that he had not. My son replied, I am here, bring the furniture up. The driver refused, and left.

I have had furniture delivered in other apartments on other occasions. In every instance, the driver knocked on the door first to see if the customer was home. I have read all of the literature that Jennifer Convertibles has given me concerning delivery. I read the Jennifer Furniture Pre-Delivery Information Guide. On the day of the sale, I spoke to the sales person at the Jennifer Convertibles store concerning the delivery. Nowhere in the written information did it say that the driver was not required to knock on the door first to determine if the customer was home. The sales person did not mention this to me at all. What if we did not have a phone? Jennifer Convertibles would take my $1,421.97 and not deliver me the furniture I paid for? This is essentially what happened!

Since I do not have the furniture I paid almost fifteen hundred dollars for and it was not delivered even though someone was home, I have asked Jennifer Convertibles for a full refund. First, I was told that I would not be refunded the delivery fee of $149.99, and if I wanted it redelivered, I would have to pay the delivery fee. I declined. This is an injustice.

To make matters worse, the manager of the store, Ogee **, told me that if I received a refund, 30% would be taken off the price I originally paid. He explained that his hands were tied and that any decision otherwise was up to Laura **, the general manager. I am writing this letter in protest to the treatment that Jennifer Convertibles has extended to me. I demand a full refund, $1,421.97.

I feel you should be concerned about this employee that does not care about a real customer. It seemed to be a young lady and it was at about 5pm when I called. I do believe your sales in Ownings Mills would increase if this young lady was trained with some people skills because she is definitely lacking any people skills and sales skills.

We called them and complaint about the furniture, and they said that the technician will come and check. The technician came and said that the chair should be replaced and cannot be repair. We called the Colma store and instructed to call their main office in New York and I spoke to someone and responded that it is not covered. My point is why selling us the warranty and not honoring it. They ripped us.

A little over a year later, a friend sat on the couch and I heard a crack. Something broke in the bottom of the frame. I looked and saw the wood broken in the frame. I contacted Jennifer Convertible about the problem via website form. I got a response stating that it was a defect but my frame warranty was over, so I was given a number for a repairman that I have to pay for to get it fixed. A "defect" and I have to pay for their cheaply made couch to get it fixed. All together with delivery it totaled to $ 639.37.

I live more than an hour away from the store so when I arrived home, I could no longer reach them because the store was closed. I called all day on Monday, nobody answered. I finally got someone on Tuesday at 5:43. I know the exact time because it is on my phone bill. They told me that it would not be a problem. Now, they are trying to make me pay for a $438.00 stocking fee. I refused. They told me that they have a policy of 48-hour cancellation fee. Well, I called in a 48-hour time frame. What is their problem? They just don't want to pay me back! I want my $438.00

I called this Sunday, August 14th, to check the status of delivery and I was informed by the new manager named Juan ** that he doesn't understand why I'm calling, when I know that the furniture is not due to arrive in three months. He then informed me of a delivery date on September 29th 2011.

I was furious because that's not what I agreed to and waiting another month is not acceptable. We gave our furniture away on July 9th to a family who needed furniture and now we have been without. Three days ago, I emailed my complaint and no one has responded. I want my deposit returned. Why is this company allowed to practice such deception. Please help.

Couple of days before the delivery, we got a call asking if we were interested in the plan and we had declined it. When the sofa came for delivery on 8/11/2011, they demanded that we should pay the protection fee of $ 100 and tax, or else they would decline to deliver the item.

When we contacted the store, they said that we have to pay it or else the sofa will not be delivered. We were left with no option at that point of time because they would charge $100 for a re-delivery and for a cancel, we would have to forego 30% of the cost. So we were forced to pay $ 107 for the delivery.

On the other hand, the service we got was nothing like the service we received in Jersey City. The living room set was ordered on July 7, 2011 and we paid it in full. We have no living room furniture at all thanks to your incompetence and lack of concern.

The wrong couch was delivered. We ordered the Petti Coat in brown bonded leather but was delivered the couch in the brown material fabric. Now i am told that it would take 8 weeks to receive another. So what in the ** happen to the original one that was paid for? So we want asked for a refund and was told it will take 7 days. You're kidding right? What kind of customer service is this? I am going to the Media to report about this and I am sure this is not the first time someone will do this. Shame, shame, shame.

We had spent over $1,000 on the entire set up and despite our pleading to help us out (and trying to get someone in NY to make the final decision), we were stuck with a sofa bed we would/could never use. My wife Cheryl was so frustrated she was going to give it away, but we decided to at least try to sell it at the consignment shop in town. It finally just sold and our share was $350.00. I noticed that if you go online to the complaint postings, we're not the only ones who are dissatisfied with this company and their terrible customer service. I just wanted to let you know what happened. We'll have to deal with the $700 loss and chalk it up to a bad experience. Thank you for your time.

He also told me there is no one above him that can help. I am stuck with this furniture. I am beside myself. I cannot afford to buy furniture every year once the warranty is over because they only give you a year. Can someone please help me solve this matter and have them exchange this furniture? How do they stand by the furniture and not care what the customer says. Please help. Thank you. The whole backing of the sectional came apart. In reality, they feel short on material and it is like straw and cheaply done so it will come apart again.

I was also sold an upholstery warranty that I was not satisfied with. I would like my money refunded back to me before my warranty runs out in two weeks. They're trying to wait that long so that they won't have to do anything. I've been going through this matter since December of last year and nothing has been resolved with them. They keep giving me the runaround and I'm tired. I would like for something to be done about this situation. I've taken pictures of the sofa arms and emailed it to the office of 4 West 125th St. New York, NY 10027. Nothing has happened yet, still keeping me waiting for this and that. Please, can you be able to help me get back my whole refund for my sofa and the upholstery protection which is called guardsman? Thank you for your time and cooperation.

The leather on the couch has continued to disintegrate and peel away on the armrests and the top where your head rests. The telephone number for warranty requests, 800-371-6111, merely directs you to the website. I am sure I am without recourse for restitution due to the bankruptcy proceedings and numerous complaints about warranties not being honored for unsatisfactory performance.

We believe that we were intentionally lied to by the salesperson in Farmingdale for the sake of increasing his commission. We have since tried several times to resolve this matter with Jennifer Convertible’s customer service, by simply exchanging our brand new sofa for the less expensive version, but we have received no response from them whatsoever. We believe that we are the victims of a deliberate consumer fraud, and this company should not be allowed to benefit from its deceptive consumer practices. We have an out of pocket loss of at least $108 (price difference plus tax), which represents a more than 15% overcharge on the original sofa price of $599.

Four years later, the leather is peeling apart in chunks, the leather is splitting where my elbows rest, and the leather is splitting on the seat. We called to have it repaired, and after several cancellations and reschedules, a guy shows up and takes pictures. We were told that the only damages they fix are "customer- caused" damages. We explained that this was customer-caused damage, but they didn't see it that way.

Basically, actual damage that is typically caused by the owners is not covered. This warranty is a scam and a waste of money. Not only did they convince me to never buy a warranty again , but they also convinced me to never shop at Jennifer Convertibles again.

On Monday, after work, I called them again (no one called me all day), I was put on hold for 15 minutes and them the sales representative came on the line and said that the warehouse was close but that they should be calling by Wednesday (2/2/11) to schedule deliver by Friday. I have call the store everyday since Wednesday and the phone rings and them it goes dead. As of today's date Saturday (2/5/11) no one has call me. Please help. I believe I deserve some type of compensation.

On top of that, the piece that I did keep, staples were coming out of it and this was supposed to be a brand new piece. In the last conversation on January 7, I asked what the time frame would be on my refund since I've been waiting since Dec 20 for an answer on what could be done. He became to get irate with me on the phone, saying that I was the one who was on a payment plan from September and I was putting the company down. This statement not only belittled me but made me realize how much of a mistake it was to ever do business with someone who pushed the payment plan in the first place.

We are currently saving to purchase a new living room set. I went back to Jennifer Leather / Convertibles and found out about their bankruptcy. The staff and customer service reps had nothing to say when I visited the store. And later when I called a 1-800 number given to me, customer service blamed the manufacturer and told me they could do nothing for me.

At the store, they are still selling the same model couch that I have in my living room!

3 weeks later, I call to get a status and was told it is not covered under their rules, I said what rules are these? The leather love seat is covered, but they said no, they have many exceptions and that the seam is not covered. I have filed complaints like everyone else and can see why this company is going bankrupt, if they took care of its customers this sort of thing wouldn't happen. Buyers beware!

A few months back, we reached out to inform them that the sofa had a few tears and the leather was starting to crack. They said that they would send someone. It took several weeks for us to get someone to come out and then several weeks for them to inform us that the tears and cracking were not covered. I know folks who have had leather couches for over 10 years that don't look half as bad as mine does after four years.

I proceeded to call to see some sort of restitution and go nowhere. I even offered to buy new leather covers with to replace the old ones and they said that they do not carry them and the manufacturer does not provide them (The couch was made in China, which I was told was not the case when we were in the show room).

I am now at the end of my rope and not sure what should be done. I do not have the money to go buy a new sofa. I was hoping this one would last at least eight to ten years, not four. Thank you.

Call to check on delivery price, the price went from $99.00 to $110, $125, $150, $200, $300 to finally $500.00 the explanation that was given to me was that the gas prices was going up so they had to go up on me. It did take me about 3 and half years. To pay for set. When I got ready to get set, I was told I had to pay $13.00 more dollars that was the tax that was added to the insurance for $200. In 2009 about the end of the year, I contacted the attorney general after not getting any where with store manager. I did pay the $13.99 which was not added on until later. I have paid a total of $1711.97 for furniture I today do not have. I was given the run around. I called to the warehouse, I was told I had to go through the store in cary before I could get my set.

No one is reachable by phone. Have tried for several months nor is the warehouse in Siler City NC. Do have my receipts. Would like to be reimburse for all my money paid to Jennifer convertibles. I even sent letter to Jennifer convertibles in cary where my set was put on layaway about a month ago, however I did not get a response.

I am not trying to cause any issues but because a few members of my family and friends have had the same issues, I don't want them to get away with not honoring my paid service. I just want my couch cleaned since I paid extra $200 for the service "lifetime of the couch" my couch is still alive. If they are not going to honor this their sales persons should not "press" on the buyer to give in. One thing is for sure, I will not recommend Jennifer Convertibles to anyone. They are horrible! Please help.

When I called, a representative named Theresa could not have been more rude. She stated that a letter went out denying the claim saying that the damage was caused by abuse. I explained that that was not the case but she was rude and constantly cut me off and spoke over me. She said that only "accidental damage" was covered and this does not qualify. I asked to speak to a supervisor. She refused. I insisted. She said that a supervisor would call me back in 48 hours. I said that this was unacceptable. After a short pause, she hung up. Another call got a different rep and another assurance that a supervisor would call back in 48-72 hours, that she was in a meeting. I was also told that the answer would be the same. A short tear that turned into a long tear in the actual leather itself (not the stitching). Not fixable.

My husband assured him that our children did not and it seemed that the leather tears easily. Three weeks later we received a letter from the company stating that it did not cover the tear. We are certain that the technician stated that the tear was from neglect. Okay, to make a long story short we finally figured out how the sofa was getting so many tears. Every time someone accidentally scratched the leather, it would then get a red scratch. Eventually that scratch would cause a tear. According to the warranty that Jennifer Convertibles offers, it does cover tears. When I contacted the customer care department again in July of 2010 regarding tears in the seat cushions, they sent the same older gentleman out. When he arrived I told him the problems I was having and how disappointed I was in the product. He said that he would order three new seat covers and an extra back cushion. Well, a month later I get a letter from Jennifer Convertibles stating that the problems were not covered in their warranty. I am very unhappy with this company and I will never recommend it to anyone.

They still have stores in other states and since this is an insurance plan on the couch we do not understand why they will not have someone come out to fix the rip. We have a couch with ripped leather that we have called a few repair places and have been told it will be a few hundred dollars to fix because they have to replace all the leather on that side to make sure it matches when we should have it repaired for free because we already spent money on the protection plan.

I told them that that was not what we were told. She offered to give us a refund of the $99.00, which we accepted only to be told by a subsequent phone call that they will not give us a refund. Horrible business practices. How they can get away with these practices I've read about is beyond me. I only wish I read about this company before we purchased our furniture. They should not be allowed to stay in business.

I specifically told the person at customer service when I spoke to them that I had a child's birthday party and the kids had soiled the sofa all over. She said it would not be a problem. It's totally ridiculous that you pay all this money when you first buy from them and they seem all nice and happy and then a couple of years down the road, they are totally different people who don't care about customers. The man who cleans the sofas just did the cushions on the sofa.

Meanwhile, the whole backrest of the sofa and the armrests are all dirty. I told him it would take 2 minutes to clean the armrests and he said he didn't have time. He was totally rude and this is a rip off. They shouldn't guarantee anything they don't cover which in this matter, is cleaning stains. They don't come through on that promise.

After about a year we had a service guy out to fix a small defect, a scratch. He told us that it wasn't really "real" all leather but rather some sort of other material. About a year after that, the sofas started wearing out, peeling, and flaking. We contacted Jennifer Leather again only to be told that our problem wasn't covered under warranty. In 2009 the sofas finally started ripping open and we contacted Jennifer Leather again only to be told again that it was normal wear and tear and not covered. Needless to say, at this point of time we were outraged over the service and their lack of honoring their warranty.

We have spent hours on the phone seeking answers, and days waiting for call backs. We took pictures of the sofas and sent our complaint to Jennifer Leather main office in Woodbury, NY. But we received no response whatsoever back from them. After that I called many different phone numbers and talked to numerous people. During the final phone conversation with Jennifer Leather, I asked the lady I was talking to if she could pretty please send me their reasons for our warranty denial in a written statement to me. She said, "I don't do that. I only talk to customers over the phone." When asked who could she basically told me, she didn't know and couldn't help me. And her answer to what could be done with the sofas was that it was normal wear and tear and not covered under warranty.

Just for interest we asked an upholstery gentleman to come out and assess how much it would cost to repair the sofas. Even he was shocked over how worn, cracked, flaking, and ripped they were. He said that there was not really any way to repair it, but rather he would have to recover all of the sofas, an expense that would cost us close to $6000.

When I contacted the showroom and spoke to the salesperson who sold me the sofa bed, I was told to take pictures of the mattress with either my cell phone or digital camera. I replied that I was not able to do so and eventually after weeks of disputing over the phone, I returned the mattress still wrapped in plastic to the showroom where upon I was told I could exchange it for an "upgrade" which was in their backroom. The "upgrade" was ripped and soiled so, I refused it. I left the mattress that was delivered to me at the showroom with written verification that I had returned it and would wait to receive either a refund of $200.00 or a better quality replacement.

A few days later, I received a call from the showroom stating that I would only be refunded $50.00. I advised the salesperson this was unacceptable that either I wanted the $200.00 difference between the sofa and mattress or they could come take the sofa back with a full refund. I later received a message on my phone that the "best" they would do was $100.00 refund. I did not respond to this message instead opted to call the local news station consumer helpline "Call for Action", that was Wed., June 2nd.

Last evening, June 4th, I received a call from Nancy, the salesperson, asking me what date I wanted to have them to come and pick up the sofa-bed. I asked if this meant I was getting a full refund. Her reply was that after it was received at their warehouse I would get my refund. My response was that I wanted something in writing stating that they agreed to refund my entire amount of $847.97 before they took possession of the furniture. She advised me that she would inquire if that was possible and get back to me.

I contacted the showroom this morning asking the phone number of the corporate office and the name and e-mail address of the District Mgr. I was told he could only give me the phone number and the first name only of the District Mgr. But, also stated he was aware that I would be refunded the amount of $847.97. This does not include the delivery charge of $99.99 which I feel I am entitled since this whole matter was through no fault of my own. Am I correct? I am waiting to receive correspondence from someone in authority to confirm that I will be reimbursed the full amount of money paid to them. Do I have the right to ask for the refund prior to them reclaiming the sofa-bed?

When I asked, what do I do if it is delayed again, he proceeded to ramble on, not allowing me to speak. When I said "excuse me, can I speak now?", he rudely and unprofessionally said, "Oh my God". I told him that I may cancel the order and he told me, " Do whatever you want to do." That's when I asked for his name and he proudly stated it and spelled it out for me.

I found this salesman to be very rude, cocky, unprofessional and certainly has little to no respect for the company he represents. I don't know what company would want this type of customer service representation, but good luck with him. I just wanted this noted so that should I have further issues with this matter, I have some form of documentation.

On 4/2 they called to let me know that they could not deliver because it was a holiday but that they could re-schedule my delivery at the next available appointment (3 weeks later). At this point I asked for a call from Herman (Tustin GM). I heard nothing from the manager for weeks and began trying to escalate to corp. There are no phone numbers with live people, so I filled out a web form (3 times) with no response. Finally, near the end of April calls and offers me a delivery date of May 7th. I asked about a weekend delivery and mentioned the fact that they were the ones who rescheduled, causing this problem in the first place and he stated, “I can take the 7th or wait two more weeks for a weekend delivery.”

I asked for a morning appointment and he told me that I could make a request for either a morning or afternoon appointment when they called to confirm. When they called me, two days before the delivery date, they told me that the delivery slot was between 10 am and 2 pm at which point I informed them that I could not take a whole day off of work to wait for a couch and could only take delivery on that day if they called me 30 minutes beforehand.

Needless to say they called when they arrived and left within 5 minutes (before I could race back to the house from work). I called the store immediately and was informed that they could re-schedule delivery, but that I would need to come back to the store and pay the delivery fee again in full prior to them making an appointment. I have since tried to reach corporate, the regional manager, and the store manager but nobody will answer the phone or call back. Thank goodness for the folks at Visa who credited me back! You'd think a furniture purchase would be simple. I will never buy anything from this company again! Since my debacle, I checked with Better Business Bureau (31 unresolved complaints, Grade "F") and read up on the web about a vast array of company service issues and lawsuits against Jennifer Convertibles/Jennifer Sofa. Big waste of time and money!

On 4/2 they called to let me know that they could not deliver because it was a holiday but that they could re-schedule my delivery at the next available appointment (3 weeks later). At this point I asked for a call from Herman (Tustin GM). I heard nothing from the manager for weeks and began trying to escalate to corp. There are no phone numbers with live people so I filled out a web form (3 times) with no response. Finally, near the end of April Herman calls and offers me a delivery date of May 7th. I ask about a weekend delivery and mention the fact that they were the ones who rescheduled causing this problem in the first place and he stated that 'I can take the 7th or wait two more weeks for a weekend delivery'.

I asked for a morning appointment and he told me that I could make a request for either a morning or afternoon appointment when they called to confirm. When they called me, two days before the delivery date, they told me that the delivery slot was between 10AM and 2PM at which point I informed them that I could not take a whole day off of work to wait for a couch and could only take delivery on that day if they called me 30 minutes beforehand. Needless to say they called when they arrived and left within 5 minutes (before I could race back to the house from work).

I called the store immediately and was informed that they could re-schedule delivery, but that I would need to come back to the store and pay the delivery fee again in full prior to them making an appointment. I have since tried to reach corporate, the regional manager, the store manager but nobody will answer the phone or call back. Thank goodness for the folks at Visa, who credited me back! You'd think a furniture purchase would be simple. I will never buy anything from this company again! Since my debacle, I checked with Better Business bureau (31 unresolved complaints - Grade "F") and read up on the web about a vast array of company service issues and lawsuits against Jennifer Convertibles/Jennifer Sofa.

Sonni the salesperson told me to go to the company's website and file my complaint, which I immediately did. I received an e-mail back after a week, stating that it would take 10 business days to 'process' my complaint. Okay, no problem. I was told that my new tables were on 'back order' and that I should receive them no later than 6 to 8 weeks. On March 6th (a month later), I phoned the store where I bought the furniture and again spoke with Sonni. I was told that there was no news on the expected delivery on my new tables and they were blaming the occurrence of the Chinese New Year for the delay since the tables were made in China. Ridiculous, huh?

On April 6th, two months after delivery and initial complaint, there’s still no news. I call the store and get the runaround from Sonni. Again, I am told that they have no clue when the new tables will arrive for an exchange. Here it is May 10, 2010 (approximately 90 days or 3 months since initial complaint was made) and still no word from anyone at Jennifer Convertibles. I was told at the beginning of the May that Michelle (who supposedly is the general manager) would call me to update me on this matter, but after two weeks I never heard from her.

So as it sits now, I have damaged and defective tables in my living room that are an eyesore that I paid $300 for. I can't get a straight answer from anyone at the store and no one from the corporate level cares enough to respond to me or to do the right thing by me. I wish that I would have been smart enough to Google the company before I ever walked into their store and read these complaints. It would have saved me a lot of frustration, anger, tears, etc.

Well, I'm out $300 and have damaged tables adorning my living room. I have cancer and my only wish was to have a living room decorated where I could enjoy what time that I have left. Instead of a wonderful, peaceful, calm environment to spend my days, I now have a room that causes me stress and reminds me that I got taken by a company. When I explained all of this to Jennifer Convertibles, they gave me their sympathy for my cancer and said they would get back to me. I told them I would probably die from the cancer before I ever got any type of resolution from their company. They laughed at me. Nice, huh? Maybe they're hoping that I die from the cancer soon. At least then they wouldn't have to hear from me again.

Another week went by and I heard nothing about the delivery. I called again and was told that the delivery date was 4/27/2010. She called again and said the delivery date was not 4/27 but the day it was picked up from the warehouse was 4/27 and that I would hear from the carrier when it was going to reach my house. I called again 4/30 and she said she didn't know when the delivery would take place, but I would hear soon. I asked her to be proactive and call the carrier and find out about the delivery. She said she would e-mail and call me back with the response. She didn't call back. There doesn't seem to be a way to contact her supervisor to get the information about the delivery. I doubt that I will ever see the furniture and would like to have my money returned and be able to go somewhere that could deliver within a reasonable amount of time. Your help would be appreciated.

1. We originally contacted the customer care department on 3-16-10 and said it would be two weeks to send a representative to confirm the damage;

2. On 3-27-10, a person by the name of Brian came to inspect the sofa and chair. He stated he was not with Jennifer Furniture and literally was at the house less than five minutes and would not leave a report;

3. I tried reaching customer care for an update and when I could not get through to anyone for two days, I finally called the Middletown store manager (Lea) for assistance;

4. On 3-29 I spoke with Lea and have been communicating with her to resolve the matter; however, after sending her photos and emails and countless phone calls, she contacted me yesterday with the company's final decision (by Marty **) that Jennifer Convertibles would not honor the lifetime warranty to replace the damaged leather furniture. Bottom line, the store manager (Lea) supported replacing the furniture based on the photos;

However, the company will not honor the lifetime warranty. The warranty was purchased along with the furniture as insurance for instances like this and we want our furniture replaced. Please contact us regarding helping us get justice. Worsening damage to the leather furniture.

When asked to sign the contract, again I asked Jonathan if I should read it. He said that it was basically what he told me, so I signed. Well, I did go back to the store on 4-25-10, because I thought that 5-27-10 was too long to wait. Upon arrival, I was greeted by another sales rep who had an arrogant attitude who told me that I had only 48 hours to change my mind and that there would be a 30% forfeiture fee of my deposit. I did explain that no other company does that as long as the merchandise wasn't delivered. He stated that this is how business is done in America which I thought was a racial remark.

At first, he said that he won't be able to start the cancellation process until Monday and I would have to call him. But then when I stated that I was going to contact the Better Business Bureau, he said that now I need to come back to the store on Monday, so he can start the cancellation process and then I'll get my money in 30 business days. There will be a 30% forfeiture fee even on protection plan, taxes, and delivery charge.

After about a month, I started getting calls from Mike. He stated that they were courtesy calls and that my furniture was still being made. He would always end by saying "Would you like to come and take care of the love-seat today?" I would always remind him that he told me that I could come and get them all at once, and he would say that was fine. It didn't become a problem until he 1) called me at work and 2) told me that his "manager" came into the store and asked why the love-seat was still there and that it could only be held for ten days.

By this time, I had left my job and started feeling like the balance of the sectional and bed was too much of a financial strain. So I called Mike and told him I wanted to cancel my order. He tried to convince me into putting my stuff in a "lay-a-way" status and that way I could pay on it when I could and wouldn't get charged at storage fee.

At first, I decided that was fine. But then I thought about how much he was calling me and my furniture wasn't finished. So I called him back and said that I wanted my bed but not the sectional. He wouldn't give me a refund or process my cancellation until I paid for the rest of the love-seat. Let me do the math. I paid $927 initially and my bed was $529 (with taxes), so I would get back $398. Instead of taking the $212 that I owed for the love-seat out of that, I had to pay it. He told me, once I paid and picked up the love-seat, he would be processing my refund. Although it takes a few days to receive refunds, I didn't pay with a regular bank debit card, so my refunds post right away. After three days, I didn't see anything.

I called and Mike wasn't there. I had to wait three days for his phone call. He finally called back and stated that he had sent everything over to his managers, and they process refunds on Mondays and it should take 7-10 days to finish the process. I now have my bed that I had to drive to Canton to pick up because I refused to give them $100 more, but before I got the bed (on a Thursday between 2-5pm), Mike told me that his manager stated that they had to charge me a restocking fee of 30% (more math...if the sectional was $1000.00 then I would have to pay them $300!)

Keep in mind that he left this on my voice mail and I haven't spoken with him since. Tomorrow will be 7 days, and I will be giving Mike a phone call. He said that he convinced his manager not to charge me so much and to knock it down some but never said how much I would get back.

I called the customer care line and they sent out a technician. It took 2 weeks for the technician to get here and by the time he showed up, the leather around the scratch was cracking and peeling. He took pictures and 3 weeks later, we received a letter stating that cracking and peeling of the leather was not covered under our warranty (although it was caused by the scratch) so I took the couch cushions off of the couch to see if I could fix it myself and in the process, 2 of the cushions got sliced across the front part of the leather.

I called right away and told them what had happened. They stated it was covered. The same gentleman came and took pictures. Then about 3 weeks later, we received a letter stating that the couch was covered against customer-caused nicks, cuts, punctures, rips, scratches and cigarette burns but that they would not cover our sofa. I called to find out why and they told me it was because I was "moving and handling" my couch.

Of course I was handling my couch. It's my couch that I paid for. I was trying to figure out how to fix the scratches and now peeling leather from their poor quality couch. So, they will not uphold my warranty and now I have a couch that is very ugly and ruined and I can't get replacement cushions even though I paid for a warranty. The warranty letter clearly states that they do cover customer-caused cuts, which is what I have. Nowhere on the letter does it state that I cannot "move or handle" my furniture.

This is causing me financial stress because we need a new couch and it should have been covered by our warranty.

Then the leather started lifting and peeling, and now my couch looks absolutely cheap and horrible! I used to brag about Jennifer Convertibles but now I'm embarrassed to even mention them. I just basically threw $1500 out the window. Now I have to buy another couch because the couch I was sold by Jennifer Convertibles is no longer suitable to sit on. I feel I was misled by the company's sales people. I was lead to believe that the sofa I purchased was genuine leather. I feel $1500 is way too much to spend on a fake leather couch. They represent themselves to sell high-quality furniture and clearly they do not.

I called one time, and he said that he was just about to call me! I don't believe that. He told me that store was closing. He told me not to panic, because there were many more branches. I was nervous, because it sounds shady. I also bought a particular set, because I loved the cedar coffee table. He told me that particular table wasn't supposed to be put with my set. He made me wait for days, and finally tells me it could take 6-10 weeks. I got another delivery, and they are the wrong tables again. I'm still waiting. I got the couches on February 21, 2010, and I haven't gotten my tables, as of April 21, 2010.

I went into their store with a hidden camera. In this video, a different salesman actually told me that I should have read the warranty first. Well, that is a little hard to do when customers do not actually receive the warranty paper until 2 months later, once the couches arrived! A very sly trick on Jenny Convertibles' part. It's like they train them to bait and switch us then just deny, deny, deny! I filed my claim with customer service only to be denied, although the leather technician they sent to examine the couches said himself that he felt the leather to be of extremely poor quality. It is especially discouraging to hear their own leather technician confess the couches to be made so poorly and still yet have Jennifer Convertibles not honor what was promised to the customer at the counter while closing the deal. Bait and switch.

Also, they lost my order the first time and I had to call back several times going through the whole spiel again before they finally sent someone out a month later! He was hardly here but 3 minutes, if that. I asked the salesman in the video I secretly recorded if he considers leather that peels to be of good quality and get him to reluctantly admit that he does not. I then honestly threaten to show up at their store with the ruined sofa to show their potential customers exactly what kind of poor quality they will be getting. After all, one picture is worth a thousand words. I want Jennifer Convertibles to replace these horrible couches they sold me with new quality ones.

I won't settle and will persevere making it a die hard mission to expose corporate greed. I would also be happy with a full refund. I have owned various leather furniture, clothes, corsets, boots, thigh highs, high heel shoes, purses, pants, shorts, bikini, halter tops and shirts over the years. Never once has any of it peeled like the poor quality leather Jennifer Convertibles sold me. Not once.

I am also quite familiar with the tanning process and never in my wildest dreams have I seen anything like the leather couches that are peeling apart from Jenny Convertibles. That is something pleather does (fake leather). It is strange that under where the leather is peeling, you can actually see a different color of leather underneath on the base cushions. Some is white, on other cushions it is a reddish color and on others is dark brown. Very strange.

This illustrates quite clearly the inconsistency of their tanning process and possible an explanation as to why their leather peels so badly. Do not buy leather from Jennifer Convertibles unless you have money to burn and do not care about quality. If you want your leather couches to ruin quickly, then buy a Jennifer Convertibles leather sofa bed if you don't mind paying extra for couches that fall apart, peel and crack.

Apparently, their warranty covers customer neglect like burning holes in furniture or ripping the leather, but they don't cover poor quality. Weird. So I recommend this to be a great warranty for a reckless smoker who scorches leather all day long or has friends who stab their leather. Weird policy, really weird. I guess Jennifer Convertibles doesn't have the guts to back her own quality, but they say "yes" to customer neglect all day long! I intend to go to their storefront with the ruined couch in the parking lot set up like a living room! I am dead serious, ripped off and fit to be tied! Tune in next week for the real show down. We invite the police, television cameramen and all potential customers of Jenny Convertibles. Hell, we even invite Jenny herself. Come one, come all! Join the spectacle and see a leather couch that is a total piece of junk.

Boycott Jenny Convertibles who scam innocent customers. Hit this company in the pocket book just like they do to their unsuspecting customers. Give them a good dose of their own medicine. Let's ban together and sue them. New York did and so did New Jersey. Both won because of Jennifer Convertibles being liars and total frauds. I'm out $2,000 and have 2 leather sofas totally peeling apart. I have never seen anything like this in all my years! I collect leather and none of it has ever shredded like mad! Maybe they use mad cow leather!

There was so I called mix up I called and corrected the problem and I’m still waiting, waiting for my money. So if anyone goes to Jennifers leathers I advise you to not give them any of your money unless you are sure you want that purchase. Because will not get your money back. Oh yeah, they also rob you with the delivery charge this store, is a bad place to do business with. Scam!

I then was told that I would have to pay another $54.00 for delivery charges and would not get the mattress until the 24th of April. I realized that having another mattress delivered would not help my situation because my bed needed a foundation to hold the mattress. I called Paul back on April 14, 2010 and told him that I just wanted to be refunded for the box spring. He said that he would call me back because he had a customer. He never did call back.

On April 15, 2010, I told him what was the status. He explained to me that I could not get refunded and I had to take another merchandise worth $150.00. I told him that's not what I wanted. I asked him if there was another number or person I can speak to and he gave me the number to customer service. When I explained my situation, I was told that they don't deal with that.

I would have to speak to the person from where I purchased my furniture. I called Paul back and asked him why would he give me a number to someone who could not help me. He then stated that I would have to wait until he spoke to his supervisor and would see how much I can get back. I really am frustrated on this situation and don't know what else to do. I don't want to return.

Two weeks later an appointment was made. A few days later, someone came out to look at the sofa only to tell me that it's defective, so when he gets back to the office he'll put in the paperwork so that someone can come out and repair the sofa, but that's going to take 7-10 days. Well lo and behold, Olando called me to set up an appointment on 4-12-10. Needless to say, Olando never showed up. I called him on Tuesday morning to set up a new appointment for that evening. Well I'll be dog gone he was a no-show. Again he didn't even bother to call. Now this is the third appointment, 4-14-10. You got it again, a no-show; nor did he call. I don't know if you can help me or not. However, any feed back that you can give me that may be useful to my situation will be greatly appreciated.

On 3/13/2010 (Saturday), I attempted to open the sleeper sofa to see what it was like and discovered that it would not open. I called Jennifer Convertibles to report the issue to Tanya on 3/15/2010 (Monday), but she was not available. I left a message explaining the problem with a salesperson named Ingrid and asked her to tell Tanya to call me.

I waited for a return call from Tanya, but it was 3/17/2010 (Wednesday) and she had not returned my call. I called on 3/17/2010 and spoke with Ingrid again. She explained that technicians were going to be sent out to diagnose the problem. I'm not sure on the date, but I believe they came out on 3/19/2010. They discovered that the Sleeper Sofa was defective and said that they would "get back" to me.

I called back on 3/20/2010 and Tanya finally picked up the phone. She informed me that to fix it, it would take another 2-3 weeks. I explained to her that I had guests arriving in two days and that 2-3 weeks would not work for me at all. I told her that I would have to cancel the whole order and I would have to find a Sleeper Sofa elsewhere.

She apologized about the whole situation and told me that I can cancel the whole order and that I should go ahead and purchase a new couch somewhere else. She assured me that I would get a full refund and that I should go ahead and purchase a new couch elsewhere. She told me that to cancel my order I had to call 800-371-6111. That day I purchased a new sleeper sofa from Ashley Furniture and had it delivered to me the next day.

On 3/22/2010, I called the number given to me by Tanya and was told by a customer representative that once a sofa is delivered, it cannot be returned. I immediately called Tanya and she told me that she was going to send an email explaining that I was not able to get my sleeper sofa in time for the arrival of my guests, I was forced to buy a sleeper sofa at a different store (in order to get it there on time), and that I was authorized a refund.

I called her on 3/24 to see what the status was. She informed me that she hadn't heard anything back about the email she sent, but she was going to send another email and asked that I call her back on the 29th. I called back on the 29th and Liz said that Tanya was out and would be back on the 31st, so I left a message for her to call. She finally called me on around the 31st to tell me that everything looked good and that I should be receiving a call to arrange for the pick up of the couch.

Tanya was very apologetic and suggested that I bring the sofa in to the store myself and that she would receive the sofa and sign off on it for a refund. She told me that she was sending an email (I'm not sure to who) that stated our plan to have me bring the sleeper in and have her sign off for a refund. I was making arrangements to rent a truck and bring the sofa in when I received a call from Tanya asking me not to do anything and that her supervisor "Meryil" will call me on Monday the 5th. Meryil did not call until Wednesday April 7th. She requested that I explain the whole situation to her and that she would call me back.

I waited for Meryil's call that has yet to come. I called Tanya on Saturday the 10th and told her that I had hadn't heard back and she asked me to send Meryil an email requesting the update. I haven't heard back from the email I sent over a week ago. I am tired of getting the "runaround" and can't stand having to stare at that defective couch that sits in the middle of my living room anymore. I am out $1,000 and have a damaged sofa taking up the entire walkway from my living room to my dinning room.

When the weeks were up place another phone call in February weeks later and was told Ms. C has transferred to another location. Then, received telephone call that March 11th, 2010 that chair will deliver, when delivery arrived, wrong color, I did not notice on order / delivery sheet Ms. Codio stated color Bone which is not the color ordered, if i ordered Bone, Bone the color was already in stock and I would not have took 1/2 hour with Ms. C and my friend looking at swatches.

The delivery man had an order for the color chocolate to which my color was Clay and he had a delivery for the color bone. Now, I've paid cash in the amount of $1069.96 and my son whom I purchased the chair for has since died, the company has had 2 persons call me to say that they are going to take 30% of my deposit and make a check out in the amount of $600? And fees for delivery included the Corp manager Ms.Susan G., told her peons to tell me after all these months that they are going to charge me for delivery to which I paid as stated on Delivery receipt $ 99.99.

Emotional Stress, waiting for chair to arrive. Placed several telephone calls and was told that I would get a status report on shipment arrival to which I never received result of waiting for chair and now telling me that I will only get $ 600 back for their mistake which is unfair.

Now, I ordered this sectional a month before it was to be delivered and the sales representative in their showroom asked me to call a week before delivery just to confirm that everything was ready to go. The sofa was to be delivered on a Sunday and I called on Friday afternoon to make sure delivery was confirmed. The representative I spoke to informed me that they did not have the delivery information in their computer system and that I would need to call back the next day (not sure why since I ordered it a month prior). I did so and was informed that delivery was confirmed and that the delivery company would call me later that night with a 5-hour courtesy window for delivery. I never received a call that night.

I woke up the next morning (day of delivery) and still had not received a phone call. Their showroom did not open until 11AM and I was at their door at that time to determine when my couch was to be delivered. The salesperson told me my window was from 9AM-2PM but that they had all day delivery from 8AM-8PM and that I should head over to my apartment ASAP to be there in case it wasn't delivered yet. At the time, I wasn't sure why everyone had this information but me. Long story short, the delivery company was apparently at my apartment at 9:30 and called my cellphone and left a voicemail to tell me they were there. I still had received no phone call.

When I called the showroom to express my displeasure as to why nobody had called me, I was informed that on my receipt, the salesperson wrote down "8AM-8PM" and that this was to let me know that even though the delivery company gives you a 5-hour window, the customer should assume that delivery will take place between the "8AM-8PM" time frame and that they would not take responsibility for me not being present at my apartment at that time. Though I think it's a little ridiculous for a company to assume a customer will stay in their homes for 12 hours to wait for delivery, that's not the bulk of my complaint. My problem is that I called twice prior to my delivery (as instructed) and was not once reminded of the 12-hour delivery window, only that the delivery company would be calling me with a 5-hour window. If I am guilty of one thing, it's that I did not see the 8AM-8PM handwritten on my receipt. Still, you would think that one of the representatives would have reminded me of that fact the two times I called, if that's their company policy.

I chose to continue to fight this because Jennifer Convertibles will charge you another full fee for redelivery ($162 in my case). I went to the showroom the next day. It was at this time that I was told that "the call by the delivery company with a 5-hour window is only used as a courtesy to the customer. Sometimes they call you and sometimes they don't". Huh? Then why are you telling customers they will call? Not only was I ticked about this and their failure to re-communicate their 12-hour policy, I still had no records of anyone from their delivery company calling me. I had given them my cell number which records call logs and cannot be deleted (and yes, I had perfect reception all day since I received about 15 calls that day). When I showed the sales rep my log, which had no records of their delivery company, she went into the computer and determined that whoever entered my order had mistyped my phone number.

Aha! So they had been contacting the wrong person apparently. Okay, no big deal. Mistakes happen. The sales rep then entered a new delivery date, conveniently, for that Thursday, the day my lease started and that because of their mistake, I would not be charged another fee. This made me pretty happy. During this whole process, I learned that there seems to be a lot of disconnects between the showrooms, their corporate office and their delivery company, and wanted to be absolutely sure that my sofa would be delivered on Thursday since I now had to take a day off from work to be there all day. Two days before the new delivery, I called their corporate office in NY. I was told that the order was not in their system yet, but that it usually takes a day to go through and that I should call back the next day.

I called their showroom the next day to confirm that my delivery was set and that I would be charged no fee. The sales rep told me my balance was zero. I was at my apartment at 7:45 that day just to be safe. By 11AM, I called their showroom again just to make sure everything was okay. One of the big gripes I have with this company is that they have so many different people working at their showrooms from different locations so it's hard to get one person who knows your story. Through this whole ordeal, I must have dealt with at least 4 different people in the same showroom. Anyway, when I called that morning, I was told that my couch had not made it off the truck from the previous delivery date (4 days ago) in time to get to the warehouse and on a new truck for Thursday's delivery. Bottom line: No couch for another two weeks.

Now I'm fuming why nobody told me this the day before when I called is beyond me and it's not fair that I was forced to take a day of work for no reason. I told them that I needed to cancel my order with a full refund and they complied. As of writing this, the refund has not fully been processed and I'm praying there's not a screw up with that as well. I can't comment on the quality of their furniture (since I never saw my couch except the model in the showroom), but I would seriously think twice about getting it delivered from this company. For $160.00 (about $40.00 more than other places I saw), you would think there would be much better communication and customer service. I mean, in essence, I paid them money and had to call everyday to confirm delivery. Add the fact that they only deliver 3-4 a month and you have to start wondering whether it's worth it. I know their furniture is affordable, but I would consider spending more for hopefully less hassle and will do so in the future.

Anyway, the store policy is to charge a redelivery charge if we cancel, so I can't see why it doesn't work in my favor. I was also told that I purchased a "promotional" piece, so I guess that meant that I didn't spend enough money. I couldn't believe it.

Besides the fact that our guests had to sleep on the couch that weekend, I had to take time off from work. I took Friday off, and my husband was home on Tuesday. I believe that we should be compensated for our time and inconvenience. Thank you for your cooperation in this matter.

I called the showroom that I purchased it from and immediately told him of the problems. He was upset and said that he would get on it. I couldn't get in touch with customer service since there is no number and repeatedly called the store. He finally gave me his regional manager’s number and I called. She never called me but 2 days later she called the store and told them to tell me to call customer care. I called customer care, waited on hold for over 20 minutes and spoke with Julio. He said I needed to have the items inspected for repair. I said that I didn't want a repair since I paid to have a new sofa and I wanted an exchange of the chaise. He was very curt with me, and said that he would put the request in.

The regional manager then called me back after I called her again and left a message and was very condescending. She assured me that the procedure has to be followed and that I am in the right direction for an exchange. I just have to wait for an executive higher up to sign off on it. Give it 48 hours and call back. I called back after 48 hours and the salesperson Jose had no info to give me. He said that he would call me the next day regardless after he came in and checked his email to see if anything came in. He never called.

I called Saturday, 3/20, and he still had no news for me. This was well past the 48 hours Colleen had assured me it was going to take. Jose called me on 3/22 at 9 pm saying that he received an email denying my request of an exchange and that they have to send a technician to the house first to see if it can be repaired. I stated with them that under no circumstance I want a new sofa that I paid for to be repaired. I want an exchange and want a new sofa that no one has used. I am awaiting a technician to call me but that can take 5 more days and then God knows how long for him to come to my house.

In the meantime, I am disputing the charge and contacted the BBB, but all I really want is a prompt exchange of the merchandise I purchased in the first place. I've been hung up on when speaking to customer service. They make you wait for 20 minutes or longer to speak with someone, and then rush you off the phone like they have no use for you. They are rude and condescending. Economic result is that my boyfriend took a day off from work, and I might have to take a day off, too, to let the technician into my home to inspect the damaged goods.

By January 2010, the same side recliner was broken again. I called customer service and they sent someone over to look at the couch and say it was indeed broken. They ordered parts to replace the broken ones. I was first told it would take 6 weeks to get these parts. Today (March 18th), I called their lousy customer service line and was told it can take up to 12 weeks to get the parts. They then told me if nothing happens within 120 days of the date of the claim, I would be able to get a store credit. I begged for a store credit because the last thing I want is for them to fix this piece of junk only to have it break again.

I'm so disgusted by this company and their complete lack of respect for their customers. They basically told me to bug off. I have to sit on a broken couch for 2 more months and then I want my store credit. My husband is disabled and can barely can on and off this thing.

We paid $500! So the man came out to fix it and said it was defective. We contacted the claim center and they never called back or helped in any way. I called the corporate offices over 17 times. All I am told is that they went home for the day or that they will get back to me. I finally got a hold of my sales woman and she tried to help me. They offered an exchange and then said no. My mom was laid off and we need to move back to Denver, the response we received was it's not their fault that she needs to move to Denver and they won't exchange it or do anything for us if she doesn't wait 3 extra days to move.

That would cost thousands! The movers, a hotel, changing flights! It has been ridiculous! I wish I would have done more research before I made my purchase. I would love an attorney to contact me! This place should not be in business! I am so furious! I can't explain how I feel about this! I feel like this shouldn't happen here. Getting ripped off by a corporation? Money, frustration, wasted time, feeling fat!

They set up the recliner in my house and the delivery man asked me for the money order for the protection fee. I showed him the money order and told after they bring up my love seat that I would give him the money order. He refused and said that he would be taking all the furniture back. I then showed my receipt for my furniture showing that it was paid for. He then proceeded to leave so I got on the phone to call Mr. ** back, he would not answer my call. The delivery men then called the cops on me. These delivery men humiliated me in front of my neighbors and frightened my children. I called Paul the next day to tell him what happened. He told me that they would try to help by not charging me a re-delivery fee for the love seat. I don't understand when I paid for a delivery that I did not get.

I asked to speak with a district manager. Mr. ** said he was on vacation. Paul ** is one of the district manager. He was very unprofessional. He gave me the runaround when I asked for a refund and then told me that I would have to pay for the pickup for the recliner and they would take 30% out of my money, which is so unfair. The delivery men then went and wrote a report that they refused to give me the furniture because I didn't show them the money when I did. Before they called the cops on me and after I showed them the money order and receipt, they refused to give me my furniture and I just really would like to have my money refunded in full.

On 1/21/10, immediately after picking up the product, I called the company's claims department, regional manager and the store to report the discovery of defects to the sofa. Sofa defects: black stain on seat cushion; dents on several legs; missing hole in lining on bottom of sofa to insert tubular leg (5th leg); poor stitching on sofa (wavy and not straight across); over/under stuffing in areas of sofa making it uneven and lumpy. I never received a call back from Mr. W from my initial voicemail report, but I processed a claim with the Claim's Department and informed the store of all of the defects on 1/21/10.

The claims department informed me that a service technician would call me within 24 hours to schedule a time to come out to repair the defects (if possible to repair). I was further told that if the defects could not be repaired and if I was not 100% satisfied then a new sofa would be sent to me to replace the defective sofa. The service technician did not call me until Sunday evening on 1/24/10 which was after I called the store (1/23/10) to inquire (with Sandrea) on when the service technician would be calling me to set up a time to repair the defects.

On the evening of 1/24/10, the service technician Mr. G called to schedule a time to come out on Monday (1/25/10) to repair the sofa defects. I left work early to meet Mr. G who was unprofessional and completely unprepared to make the repairs. Mr. G stated that he was never told about the stain on the seat cushion and that it was not included on his work order. Mr. G did/didn't do the following: reviewed the black stain and stated that he didn't know if the stain would come out, but would have to come back at a later date to see if the stain would come out; punched a hole into the lining of the bottom of my couch (without reinforcing the lining around the new hole to ensure that the lining does not split or tear) and claimed that this issue was resolved-it is not, the hole should be reinforced like the other pre-punched holes are for the other 4 legs; stated he needed to order new legs to replace the dented legs and that they would be shipped directly to me and I'd have to wait for him to come back out in order to install them; didn't have a resolution regarding the over/under stuffing areas of the couch or poor, wavy stitching - stated that I may need a new sofa.

While Mr. G was at my home on 1/25/10, I called the store to report that Mr. G was unprepared to make the necessary repairs at that time or to assess if the damages could be repaired. The sales rep (Sandrea) at the store called Mr. W to inform him of these issues and I was told that Mr. W would be calling me on 1/26/10 to discuss my claim. I have been going back and forth with Mr. W without a resolution to my claim. After reviewing the pictures of the sofa defects, on 1/27/10 Mr. W stated he will order me a new sofa, but I will have to pay $99 to have it delivered and the defective sofa picked up. Or, I can swap out the sofas at the warehouse at my time and expense. Or, return the defective sofa at my time and expense for a refund.

I stayed in the area at other stores for another hour while continuing to call the store. There was not an answer and when I drove by the sign still remained. I left a note for them to call me when they returned. I did receive a call a half hour later while driving back home by someone who only identified herself after asking who she was. She claimed to be "Heather" and that she was the manager. She never asked what my complaint was only directed me to the website and the 800 customer service number. I told her I attempted this already and wanted to speak with her manager. She was giggling and hung up on me. I have never been treated so rudely in my life. I have received "automatic" replies from the website stating I will hear from a technician within 5 business days. I have yet to hear back from anyone.

There are no animals in my home! The warranty JC sells is bogus. They have no intent to ever pay on any claim. If one JC representative mistakenly reports a claim as covered, they just send out another technician to report otherwise. I was induced to pay JC $300 for a warranty under a false pretense they would repair or replace my sofa if it was damaged per the terms of the so-called warranty.

This gentlemen found that the entire back frame of the sofa was screwed on crooked and realigned it. In order to do so, he practically had to take it apart in my mom's living room. He also noted that the cushions that came with it were not the correct ones and we should have received a firmer set with this sofa. He said he would put in an order for new ones which would take about six weeks to receive. That was our first tech visit.

Approximately six weeks later, the new cushions arrived and immediately family members mentioned seeing no difference with the new cushions and within a very short period they too sunk into the frame! I wanted to see for myself and a short time later, I flew into NY to see my mom and they were correct. So again, we called customer service to complain and again they set up a tech appointment. This time the gentlemen brought with him 3 pieces of 1" thick foam that he proceeded to put into each new cushion and stated this would solve the problem which of course it did not. That was the second tech visit.

Not long after they too started to flatten and had sunk into the frame. Now we're forced to place bath towels under each one along the frame so as not to slide off onto the floor! Once again we called customer service. However this time, I refused another "repair tech" visit and insisted they send someone to actually inspect the sofa as the problems I felt were more than poor cushion quality. The bed frame in back had fallen to the floor and the sofa was not properly aligned. After much haggling, this person agreed they would send a supervisor to inspect the sofa bed who then would submit a report to the company after which time they would make a determination as to whether or not they would refund our purchase price toward the purchase of a different sofa bed from their store or continue to try to repair what we had. That was back in November 2009 after many phone calls and an email to their online customer service, an appointment was set up.

On December 8, 2009, they sent a "supervisor" and while he was at my mom's apartment, I was in Colorado. I spoke to him on the phone and asked about what he had found. He did talk about the cushions being incorrect for this particular sofa which we already knew. However, he also asked if the previous technicians had ever removed any springs and to which I said to my knowledge they had not, which I stated. He further said that 3 springs were missing and should have been in this sofa from the very beginning and if they had not been removed then they were never installed. He also mentioned that there was very little padding in the arms and that he could feel the wood beneath which was unacceptable.

I asked if I thought it was worth repairing and he said he was there only to inspect and submit his report, the company would make the final decision which should take from 1 week to 10 days after which time someone would call me. After three weeks, I still had not heard and I again called customer service and spoke to John. He informed me that the report only mentioned the problem with the cushions and minor issues with the padding in the arms all of which could be repaired! I was floored as I knew what the man who wrote the report told me he had found. What about the report that he was submitting?

I explained this entire conversation I had had with him to John. I told him that someone had dropped the ball. I asked what happened to the missing springs that were never installed? Of course, there were no answers and I insisted that we would not stand for any more taking apart and putting back together of the sofa. I explained the situation with my mom and told John that we did not want a refund we only wanted a credit toward the purchase of a different sofa as this one was a lemon and poor quality. I admit I was very angry and frustrated by this time as it had been nearly a year, multiple repairs and replacement parts. Not to mention the untold number of frustrating runaround calls and promises from the deceitful customer service department.

As of 01-08-10, I was finally put in touch with a supervisor named Meryl, 1800-xxx-xxxx, ext xxxx. Again, I went over the entire series of events and she assured me she would have an answer by the end of business that day. Just as all of the customer service personnel in this company, she did not keep her promise. As of today, 01-13-10, I still had not heard back from this supervisor so I called her. She immediately answered and of course had no idea who I was. Once informed, she stated that she had just received an email that said the company would not do anything more than send out another repair tech!

When I asked her how this tech intended to put more foam in the arms. She said she had no idea. I asked her to please think like a human being rather than a company person and put herself in mine and my mom's shoes and understand how patient we have been; she said that the decision had been made. I asked to speak to the person that had sent the email and made the decision and she said she could not do that but that she herself was not going to replace the sofa. Again, I stated that I would not allow anymore tinkering as this is what I felt they were doing. She said I was once again refusing repair service as I had done on 12-08-2009 which shocked me!

This was the "supervisor" visit mentioned earlier. She claimed her company had no such policy. This man had been sent for repairs only and his report which she claimed she had in front of her stated we refused his services! That was the last straw. I was done trying to reason with this company and their people. They simply do not care nor do they ever intend to do anything more than keep sending technicians to my mom's home to keep tearing up a sofa that is not worth fixing. That or they are hoping I will become so frustrated and just give up and walk away. I informed Meryl the supervisor that I was going to report her company and her personally to the Consumer Affairs Department as well as the Better Business Bureau. Her reply was to call her back if I change my mind!

My sister and I spent over $900 on this sofa. My mom is on a fixed income and cannot afford one and we did what we could afford to do. My expenses for travel to and from NY to share caregiving responsibilities with other family members so we can allow my mom to remain in her own home are very high not to mention the long stays there that take me away from my own home life and spouse. The stress of this matter not to mention all of the time spent trying to settle it is not necessary as the company could have done the right thing by now. Also at 82, my mom does not need the added burden of this in her life.

At this point in time, we would much prefer a full refund to purchase elsewhere rather than from this same company. Please, can you assist us with this matter as we have hit a dead end.

I bought a sofa set from Jennifer Convertibles San Mateo, CA location on Oct 09. In just 2 months, the springs of the sofa are having the squeezing noise and the middle of the sofa goes down deeper than it supposed to be when sitting on it. It's getting extremely not comfortable to sit on and my back starts to get hurt. This is too ridicule. On 2 months, the sofa is broken. I can't believe this is even worse than IKEA furniture. I am extremely disappointed. The manager said the sofa has a year warrant. I called Jennifer Convertibles customers service and the tech people comes 3 weeks later. But at the end of the "repair service", he said he could not fix the springs or the noise and it's up to Jennifer Convertibles manufacture to either fix or change it for us. He said someone will call us for 7 days but no one called us. I called their customer center and I got hold for 15 minutes and the rep. finally told me that there is NOTHING they can do. Based on their policy, the manufacture said there is nothing wrong with the springs. Although, they are making noise! I called back the manager and the manager said there is nothing he could help!

This is a terrible experience. I paid over $800 to buy a Sofa set and it is broken in 2 months. Although, the agreement in the back of the receipt said it's under 1 year warrant, but Jennifer Convertibles refused to do anything for it and said there is nothing wrong! What should I do with the broken, not comfortable sofa that makes my back hurt? I just got that in 2 months. I am so angry and disappointed with their service.

I then received a letter from a ** and it stated that my "Upholstery Shield Lifetime Leather Protection Plan" did not cover the type of problem I was having with my furniture, which is surprising since they had fixed my ottoman with the same type of problem. I have a complete set of furniture that is unusable and can't be replaced, nor did I think it would have to be considering the cost of the furniture and the "Lifetime Protection Plan."

I never received a call and called Jennifer Convertibles two weeks later. The representative apologized and said she would have another technician call to schedule an appointment. A technician again failed to call. I was able to have my credit card company reverse the charges and I sent a letter to Jennifer Convertibles telling them I wanted them to pick up their furniture. They refused and again I told them that a repair on the new furniture was unacceptable and I wanted a new chair. I was told again a technician would call. I did eventually speak to a technician but he said he was only going to repair the damage, not bring a new chair so I cancelled him pending my next contact with Jennifer Convertibles. I sent another letter requesting them to come and pick up their furniture, as I would not continue to store it and would sell it at auction per California law.

My husband spoke to a representative and agreed one last time to allow a technician to come. We never heard from the technician. I sent a final letter to Jennifer Convertibles telling them to come and pick up the furniture as I had been storing in for months, far beyond my legal responsibility, and if they did not pick it up in 10 days, I would consider it abandoned and it would be sold at auction with the proceeds less seller fees to go to Jennifer Convertibles. I received a call and was told I would hear from the warehouse regarding a pickup of the furniture. I have not heard from the warehouse at this time, nor do I expect to.

I checked my order form and found that she did not have the loveseat on the form. I explained to her that it was and when I was in the store, the entire set was on display and that the sales lady did not at no time tell me anything different nor was there any sign displayed to state that the loveseat was solely separate from the advertized sale. I explained to her that this was a form of false advertisement and that I will report it. I tried contacting JC regional office but to no avail. Jennifer Convertibles is a scam and the store should be put out of business. I would like to have the loveseat that I paid for.

A few months later, I received by mail my new cushions for the couch, which I installed. I then sat on the couch and realized that it became so uncomfortable that I could no longer enjoy the use of the furniture. I am currently trying to get a replacement, but am getting the runaround. The constant promises of returned phone calls and leaving messages are driving me mad. I just want a usable couch for my family to enjoy, which is what I thought that I was getting from the beginning.

I called Jennifer Convertibles today and spoke to a store manager and a customer service rep who informed me they can't do anything about this since my 1-year warranty has expired. I informed them that I paid their staff to install and assemble this sofa in my home and possibly it was not assembled correctly. They told me I could pay a technician to come out to look at this problem but I was no longer covered under their 1-year warranty. I told them that a sofa at this price and used so seldom should not be making such annoying sounds whenever it is being used (sitting only), and that I have 2 other sofas in my home, one that is 20 years old and does not make a sound when being utilized.

The store manager told me there is nothing they can do since it is past 1 year of delivery. An item of this expense and not being abused by normal wear and tear should be guaranteed for longer as this is not a wear and tear problem but possibly a defect in the assembly process. I will never use Jennifer Convertible Furniture as a store for any future purchases and I will inform anyone I know that they do not stand behind their products.

I could tell by her very poor English that she had little or no training on how to assist or help a customer on the phone. All I can tell you is that I did realize that this very poor, uneducated employee was African American. This employee cost you over $3,000 in sale. My husband and I were going to drive down this weekend and purchase an entire living room set. Thanks to your very poorly trained, rude, uneducated employee you have lost a customer. If this grievance is not dealt with, I will pursue further action. This employee should be fired from her job. I was told it takes a lifetime to gain a customer and only a day to lose one. With that being said, you will continue to lose customers with his lack of professionalism.

When I contacted Jennifer Convertibles on Monday, I was told that someone would get back to me in the next 10 days. My son reached out to Jennifer Convertibles Corporate office and asked for Harley Greenfield and spoke with Janet. On 09/28/09, they sent someone to my home to spray paint the scrapes and glue the ripped cushion. After spending $1,607.64 for new furniture, the last thing I would expect is to be stuck with furniture that is anything but perfect. I should not be penalized for damages caused by their personnel. I feel that they should have replaced it with a new set. I have called Janet and left numerous messages asking for her assistance none of which have been returned. I feel that because I am a senior citizen that I was taken advantage of, ripped off, scammed and cheated by Jennifer Convertibles. They refuse to do the right thing and exchange the set that was destroyed by their delivery men. Do not do business with them.

He ordered the fabric again. And three months later, same scenario. He ordered the fabric a 3rd time. Yes, a 3rd time. And this time, I never received anything! I called customer service six months later (this puts us at around a year) and fought with them endlessly to get my money back. They said they would not refund me since it was so long. It was their fault it had been so long! I finally gave in and agreed to exchange the sofa. I paid an extra $270.93 for the new custom sofa and after waiting for four months, it is being delivered today. The customer service people called me as the delivery are waiting outside and told me I owe money when I clearly have all the receipts right in front of me stating that I paid the additional $270.93. This has been a nightmare!

We called customer service after 3 days on August 3, 2009. I spoke to Robert, who said a furniture technician will call to make an appointment. Wednesday, August 5, 2009, I received a call from their technician Dave. We made an appointment for August 21st. We had to wait for 2 weeks. On August 27, I emailed Jennifer customer claims and told them of our ongoing problem. They emailed me back the next day and said that again, someone will call me. Again I got a call from the technician's office Dave **. I emailed them again on August 30, stating that I wanted a supervisor or manager to call us to resolve this problem.

On September 3, I spoke to Meryl **, the supervisor who said someone will contact us to make an appointment to come and see the sofa. We now have 2 appointments, one for Wednesday, Sept. 9 Dave ** and one for September 12 Julio **. But the repairman stated they are coming for the recliner. What about the sofa? My husband and I just want a working living room set. We paid Jennifer Convertibles $2,237.58 for a set that we can't use. Please help us with this nightmare. We want another set because this one have been unusable since the day it arrived. We want another set or our money back.

I just called today, Sept. 8, and left a message for Meryl **. It seems like every time you try to contact them, they are gone for the day or unreachable. I also emailed the customer care department again. We are so frustrated that we do not know what to do anymore. We have never contacted Consumer Affairs before. We usually just accept problems, but this is too much. We can't get anyone to help us with this problem and can't use our living room. Help.

I filed a complaint initially in May with regard to the cushions and there has been no follow through on any of the remaining issues. I am ready to throw the sofa in a truck and sit it in front of the store so everyone knows what they are buying. When I purchased this particular sofa, I was promised it was made entirely in the USA. That was a lie. I received a letter dated June 18, stating domestic products would take 6-8 weeks and foreign 10-12 weeks. I followed up after 10 weeks went by to discover that the cushions were internationally made and it would be at least another 2 weeks until they arrive. It is now September 3, 4 months since I made the first complaint and still nothing. No cushions, no follow through, nothing!

Today I tried contacting Nick, my salesperson. He never seems to work when I call, as well as Christine who is off as well. So just be aware and before the truck leaves, sit in the sofa, pull out the bed and if anything isn't right, demand it to be placed right back on the truck because once it is in your home, good luck!

To add insult to injury, their computer records last week said I agreed to a Sept. 10, Thursday, delivery which I never had. Today, according to corporate, their computer said I had agreed to pick up the loveseat from the warehouse that day. So, instead of correcting the mistake, they added to it. Note that if you are not home when Jennifer tries to make a delivery, they hit you with an additional full delivery charge. I finally got so sick of being treated like this, that I canceled the order. And guess what? They are hitting me with a 10% restocking fee even though there is nothing to restock. In no instance would they have made the delivery by today and it was not a special order item.

To make matters worse, Ogueji (I may have his name spelled wrong) who answered the phone at the store today and Saturday had the worst attitude I think I have ever encountered with a salesperson. When I asked him to call the warehouse on Saturday to see if I could pick up the loveseat at a convenient day and time, he refused. I don't know if this was out of stupidity, incompetence or callousness but someone who treats a customer like that has no business being in retailing. When I asked him about possible delivery dates, he told me something and said "that is what was in the system." When I said computers are wrong sometimes, he said, "not Jennifer's."

The people I talked to at corporate were equally as unwilling to help and basically said that when they delayed the delivery date by three weeks, it was my tough luck. I am taking my business elsewhere. I hope you do, too.

I am in need of a replacement for my sofa. The cushions are completely worn down, and the leather is tearing like nothing that I have seen before. If this company is offering a warranty with their products, then they should be prepared to stand behind their warranty. It seems that at this point, I am forced to take further measures to recover from the completely overstated guarantee that I was sold with this living room suite.

This company will be hearing from me. I will never buy anything in my life from them or keep referring my friends and family. I expect them to refund my money. I can't enjoy this furniture the way it is. The cushion flatten in a year. Also, I am the fool in this case, but not for long. I will be letting the BBB and the attorney-general know about this company and how they use you. Bait You In should be their name! Please get back with some happy news about this company. Each time I called, no one returned my calls. I'm just a man with a camera and a letter of disappointment.

I called the store the same day and they told me to call the claims department. The claims department told me they should have taken care of me. Today, a store manager by the name of Denise called me, asking if my mother was handicapped and if I was the one with the problem since I had been rude to the rep. I don't get it. I made a purchase for the business that she's employed. They did a misrepresentation of the sale with a fine print. When I asked for her superior, she said I could go make a complain and she wasn't going to exchange anything and hung up. There is something wrong here. This is not the Jennifer store I had done business with in the past. They were very unprofessional. Please help!

I informed Sam that I threw out my existing furniture in anticipation for my new furniture. He indicated that he cannot help me because the item is currently out of stock? I asked him to try to rectify this matter and he informed me that there is nothing he can do. In the meantime, I have no living room furniture and is currently sitting on the floor. Please help me with this situation. Again, I paid cash for this item. I was promised by the sales rep Andrea that I will receive my item on 8/16. I have all of my documentation to prove what had transpired. Thank you for your assistance.

On the 6th and 8th of July 2009, I called and spoke to someone informing them that I haven't gotten a call from them. There response was that they were going to send me a kit where I was going to be able to fix the running leather that was coming off the furniture. At this point, due to their lack of professionalism, I personally don't want any repairs done to the furniture because it seems that the furniture will continue having this problem. I would like at this point to get my full refund money back from Jennifer Convertibles. I personally am under a lot of stress. I haven't been working due to worker comp. Finally, after getting some money, I was able to get furniture to furnish my home after being in a homeless shelter two years ago.

I called back the same day and explained what the worker had told me. They stated that they were going to see what they can do. On July 6 and July 8, 2009, I called and spoke to someone informing them that I haven't gotten a call from them. Their response was that they were going to send me a kit where I was going to be able to fix the running leather that was coming off the furniture. At this point, due to their lack of professionalism, I personally don't want any repairs done to the furniture because it seems that the furniture will continue having this problem. I would like at this point to get my full refund - money back from Jennifer Convertible.

Only with great effort and persistence was I able to receive a phone call from Mr. **, informing me that their company doesn't make mistakes and that I could reschedule for pickup the following week. Later in the day, I once again phoned the store to speak with Claudia and was told (I did inform her that my call was being recorded) that my mother had in fact phoned and made the necessary appointment and that the paperwork was put in the wrong spot. I once again informed her that the conversation was being recorded and asked her to repeat her statement, which she did two more times. Armed with this knowledge, I once again contacted Mr. ** and requested that as it was the company's fault, could they deliver the couch so my parents would not have to wait another week. I was told once again that there was nothing that could be done and that their prices were so low that free delivery was out of the question. Apparently, customer service is certainly out of the question!

Then the great corporate followed through. After making numerous phone calls to New York (that's right), you could only leave a message with a pledge that you would receive a response within two days. Are we having fun yet! Mr. ** did in fact return my call two days later to inform me that Mr. ** was a highly praised employee and that I was incorrect about any communication and besides that, why would any intelligent person take off from work, rent a truck when they could deliver the couch for only $99.00? Guess where they make their profit? It was then I pointed out that I had rescheduled pickup for the following week and was asked why. Duh, certainly couldn't count on Jennifer's to rectify the situation. I was told by Mr. ** that he would contact me this Monday with some answers. I offered to have a face to face meeting with all parties involved so that the employees would be forced to tell the truth, but I have the same odds of this as I have receiving the couch!

A couple of days later, I received a letter saying that the parts were ordered and that it would take 4-6 weeks for domestic parts and up to 12 weeks for international pieces. I called after both deadlines had expired to ask what was going on with the parts. The first operator Theresa took down my information and said that she would call me within 72 business hours. That did not happen.

About two weeks later, I called and spoke to John. John apologized for Theresa's unprofessionalism. He assured me that he would email Sue (person responsible for shipping the parts) and explain the situation and if the problem is not rectified soon (the ever ambiguous soon), Jennifer Convertibles would send me a new couch for my trouble. John did not call me.

At the end of June, Jennifer Convertibles mailed out one of the two parts promised. I called and asked why I waited over three months for one part. I thought that the policy was to wait for all parts to come in and then ship it out to the customer. Again, John was apologetic and said that the situation made no sense and that he didn't understand why the manufacturer would mail out one part and not the other. He said that he would personally handle it.

I called back and this time, I spoke to Mike and told him what had transpired with John. Mike looks into the file and says that he would like to start a new case altogether. I object because I am not willing to wait another six months for one part. I explained that the Worry Free Guarantee is apparently a farce and that I did not appreciate getting the run around. He then says that he's missing a picture from the technician that came on March 14th. The picture shows a tear in the couch. He says that he's going to try and get me an appointment to take another picture. I ask him to just ask the original technician to forward him the original picture. He declines and tells me that someone would contact me to make the appointment.

Today, a technician contacted me to install the one right arm of the couch. I told them about the picture, that they would have to take again, of the couch. They did not have anything about pictures in their files. So I call back on July 1, 2009 and ask for Mike or John and both of them have the day off. So I speak to Tony and finally ask to speak to a supervisor. Tony says that his line cannot transfer calls but if I hang up and call right back that he'd be able to transfer me from another line. I thought that was bizarre. I called back and got Henry. I asked Henry to transfer me to Tony. The call was dropped. I called back and got Henry again and this time, I asked to be transferred to a supervisor and again I was dropped.

I e-mailed customer care and they assured me that the tech could also deal with this. A week went by with no contact from the promised tech. In response to my next e-mail, I was assured that customer care would re-contact the tech. They also gave me a phone number so I could do so directly. When I called, the automated voice mail did not identify a company and 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 named 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.

On my paperwork, it says the chair is under warranty for one year; and the salesman made a very big deal of the one-year warranty. I was shocked to get the letter which said 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.

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 on June 16 later because the furniture is in North Carolina and needs to go to their warehouse in Maryland. No way. I have a 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.

We do not use the sofa for sleeping except if someone comes to visit, which is maybe once a year. Please let me return the sheets. We can not afford to buy sheets for $70. We are senior citizens on a fixed income and can not afford these sheets. Thank you very much for your help.

I received a call from Jennifer on 05/03/09 stating that the sofa would be delivered on 05/10/09. I once again reminded her about the delivery issue and she again reassured me that her general manager had taken care of it and it was not a problem. Jennifer called back an Saturday, 05/09/09, and stated that delivery time would be between 1-5PM. I once again asked about the delivery truck and she said that it was taken care of. On Sunday, 05/10/09, we waited until approximately 4:15 and the delivery man called us and said that they were at the bottom of the driveway and could not get up it because their truck was too big. I asked them if they had received instructions regarding delivery in a small truck and they said that no one said anything about the delivery to them. They then asked me if I had a small truck and would come down and get the sofa. I told that I did not and that I was paying $98.00 for delivery. Even if could get a truck, I had no one to carry it in the house. My husband and I are senior citizens and my husband is disabled.

The driver then said that he would have to return the sofa to the store. I said okay and that I would let the salesperson know what happened. When I called the store and informed Jennifer what happened, she said that she would have to call me back. She did and asked me if I had a truck. I told her the same thing that I told the driver. She then said that she would call me back tomorrow. She did not call me on Monday, so I called her on Tuesday. She said that they could not deliver the sofa. I asked her what happened and she said that it wasn't her fault, there was a glitch in communication. I asked to speak with the general manager and she said that he wasn't there. So I said, "well then, I want my money back" and she said okay. This was on 05/12/09 and she said that it would take 7-10 days for the refund.

On 05/26/09, I called back inquiring about my refund and she said that there was a problem with the paperwork and that it would be resubmitted. I asked to speak with the general manager and she said that he wasn't in. I then got the phone number for the main office and called and left a message. The machine said that they would call me back in 48 hours. I'm still waiting. I called the store on 06/01/09 and Jennifer said that she just received the paperwork back and it was approved and that I should wait just a little longer for the refund. On 06/03/09, I checked with the bank and I received a refund of $146.79 from Jennifer Convertibles. I am now furious. I went to the store, spoke with a salesperson, Jennifer was not there, told him the basic information and he said that they took out a restocking fee. I asked to speak with the general manager. He, of course, was not there either. He gave me the same number for the office that I had but he also gave me the general manager's name and extension. I called, got the same message about them calling me back in 48 hours. I'm still waiting!

The day finally comes and I get a sofa delivered. They set it up and to my surprise; this was not the sofa I ordered. I compare my receipt with the deliveryman’s and it is the same sofa. I called the showroom and talked to the saleslady and told her this is not the sofa I ordered. She argued with me that this is the one I paid for and she was not wrong on that. I did pay for this sofa and I paid less than the sofa I thought I was getting. I told her there was a mistake and she said, "Oh, well the sofa you wanted was more money, so she gave me this one because she thought I couldn’t afford the one I wanted." I told her I will pay the difference that I have the money. She first told me is will be about $200 more. Then the more she talks it goes up to $300 more.

I then went into the store to talk with her in person and she would not talk to me. She pawned me off on a different guy. This guy told me it was my fault that I did not look at my receipt. That I can admit, it was partly my fault for not reviewing the receipt 100%. I again agreed to pay the difference which then went up to $400. But now on top of pretty much calling me ignorant and not seeing any fault in the saleswoman, he tells me I will have to pay the $100 delivery fee again.

When I tell him I want my money back then, he tells me I will have to pay 10% restocking. And even then, he tells me he will have to talk to the main office and get back to me. I wait 3 days for him to call me back with the same info. I got the number for a supervisor, which I was told is only a voice mail and not a live person. I left 2 messages and to this day, I have not gotten a call back. I will never use this company again and would never recommend them to anybody. They have the worst customer relations I have ever seen.

I spoke to a gentleman who told me that he would email the delivery company, but that they have probably already loaded the truck and would not be able to get it to me tomorrow. He then proceeded to tell me that Paris, the sales associate that assisted me, would be in at 2 pm on Tuesday, June 2nd. Not sure how that is going to help me since I took the day off and will now have to take off another day. I never received an “I am sorry.” I understand mistakes happen, but how in the world can they charge someone for delivery, write it on their invoice, which the store has a copy of, and then completely forget to place the delivery order for one piece of furniture. I am absolutely disgusted with the manner in which this matter was handled or shall I say not handled. Please think seriously before paying for delivery. I paid $99, 1/3 of the price of the sofa for delivery. I took the day off from work and will have to take another. All together, this fiasco has cost me $599, two days of work + sofa + delivery cost.

He called his boss who told me they could only wait 15 minutes and then they would have to leave. I got a bit upset with him and told him I was getting the check and would be back in 15 minutes and that I should have at least 30 minutes worth of credit for waking me up at 7:45. Needless to say, they left in ten minutes after I left even though my wife told them that I was down the block. Now they want another delivery charge or if I try to cancel, they would charge me 30% of the order and I would have to pay the delivery charge anyway.

Jennifer Convertibles' delivery service is a total rip off operation. You can't call them and they are just looking to compound delivery charges any way they can. I haven't even received my furniture but can only anticipate problems reading the horror stories I have now heard from other consumers. Buying from Jennifer is a bad decision and I would advise consumers to think twice before considering buying anything from this company.

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 a 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 not covered 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 **. I explained what had happened until now and again she told me that 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 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.

I am fed up with the servicemen and Jennifer Convertibles. All of the above problems continue and have not been solved. It's obvious the couches are poorly constructed. I no longer need service but new couches that we can enjoy. Jennifer Convertibles just sends out the servicemen. They fail to understand the problem still exists. They are wasting my time and their money. I need new couches. I have on numerous occasions explained to the Customer Claim Center that they need to refund the money so that we may be able to buy a couch set that will be durable and comfortable. I have purchased from Jennifer Convertibles in the past and have never experienced these issues. I had couches that lasted ten years and got rid of them not because they were broken but old and boring.

My husband suggested we select a different couch we saw in the showroom which was $200 more and were willing to pay the difference. However, we were told by Todd that selecting a different couch was not an option and basically, we are stuck with a couch we did not want. I asked him for a refund. I have the right to a refund within 7 days of delivery. He became very rude and walked away from us and said he was done. Outraged by his treatment, I made an online complaint to Jennifer Convertibles Corp. and called the following day. I spoke with a rep. who assured me that I should not have a problem resolving this issue and gave me the name Eric who is the General Manger. I have left several voicemail messages on 4/20, 4/21 and 4/22. To date, I have had no response. I have no intention of simply going away. I have done research on this company and come to find out that this is a common practice, which is so outrageous. I work as a paralegal for an attorney and if need be, I will take legal action.

One week later, I called back and received the runaround. They advised they would contact the regional mgr. One week later, I called back and asked for the regional manager's name and #. I called and left a message. There was no call back from the regional manager. One week later, I left another message. The regional manager called back and stated he would check into this matter and have the sheets shipped to me. One week and there was no call back and no sheets. The manager was not apologetic for the delay. He mentioned the 48-hr after delivery call regarding problems and assumed I received the sheets. It has been 3 months and I have not received my sheets. I will not purchase any other merchandise or refer anyone to Jennifer Convertibles. This is poor customer service with no satisfaction!

My girlfriend’s mother and I drove out to San Marcos Jennifer to see what can be done. Everything is my fault. I should have opened the boxes at the warehouse or in the back of my truck, 100 miles away on the freeway from my house, because smart people would have opened them there. I have never had an uneducated 20-year-old pregnant smoker belittle me. I was taken aback. This is not how things are supposed to operate. Fed up with her tantrum, I asked to speak with a manager. Of course, there is not one available. So I ask to speak to a general manager, and I am told he is too busy for this; she is apparently texting him back and forth. I ask for his name and number. She can’t give me that information. Corporate number? Why don't you try Google? Wow!

So I did some googling and found that the Jennifer Convertibles website is 100% nonsense. I also found a lot of complaints that I wish I would have known about beforehand. I did research some more and looked them up by the stock exchange index. I found a corporate number and finally made my way through the labyrinth of press 1 for this and 2 for that, to find myself speaking to 1 of the 2 customer service agents, Pamela. She was extremely rude, condescending, and would not let me speak. Every time I tried, she would raise her voice louder. After a minute of just asking for a supervisor, she hung up on me. I called back and talked to the other agent, Tim. He was a little nicer, but he informed me that since it was the Thursday before Easter, the supervisor is of course on vacation and she will call me back on Tuesday. No call now on Thursday. Absolutely no company integrity - that's all I really have to say. When I do have free time and I’m in the area, I will stand outside their front doors and let everyone walking in know what kind of business they are.

Someone from Jennifer Convertibles called and came out to my house. 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 since he had to use the same back cover again.

It took him and his young helper approximately 4 hours. They were in a hurry because they had another appointment 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 everywhere 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 which 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.

When I arrived home that night, I happened to look at my account online and I almost fell out of my chair. The salesman had charged my card six times the actual amount that was written on my order! When I called the store after notifying my bank, the manager of the store said that it was an honest mistake? What?! How is that possible, six times the actual amount? Looks like to me someone is padding their pockets for commission. Not on my account. Won't happen. Then I called their clandestine corporate office and got a general mailbox. This has never happened to me in my life. I will never go back there if the furniture is reduced to two pennies. Disorganized, fraudulent, unethical and unprofessional. Now, can someone top this?

Anyway, I tried explaining to her that I was deceived and that I wanted my hard-earned money back. She proceeded to tell me that I would get my refund back minus a 30% for cancellation fees. I tried to explain to her that I did not want to pay the cancellation fee because I was totally misinformed and deceived. Anyway, she told me that I would get a full refund back within one to two weeks! I need my money ASAP and I feel I have been taken advantage of. I wish this upon no one. It is totally unethical what they've done to me and I'm left with no sofa and no money to go and purchase a new one. I have to wait until they feel like sending me my money back and they gave me any kind of information as far as a tracking # contact number or anything to assure that my money was in the mail.

We DROP EVERYTHING and race home only to find they had just left (w/o calling). When I immediately returned the call to the number they called from - NO ANSWER. On top of all this, they have the audacity to say I will be charged a re-delivery fee! I went into the store to speak with the manager and she made it perfectly clear she is both powerless and useless. The Master Computer that controls everything can't be changed - it has now been entered into the Master Computer as a 'missed delivery' and there's nothing that can be done. The Master Computer apparently had automatically charged me for a restock fee too. All she could do was GIVE ME AN EMAIL address and say I should write a note and hope for a refund or store credit?

Can you believe it? This is how bad corporate America has become. The bottom line is all that matters. They outsource the work to cheap 3rd party services. And in this case (and hundreds of others according to this website!), these sorry excuses for 'workers' have more affect on customer service than the General Manager. Sad really. I'm thinking about not rescheduling the delivery and just returning it now after reading all these reviews... Stay away!

I emailed customer service on January 26, 2009 again to go over my issue and request a manager to return my call; no response, asked to wait 24-48 hours: Contacted Meryil ** 800-595-1422. No response to date. Technician calls me on Friday, January 30th, leaves message on house phone. He will come between noon & 3. Technician arrives Saturday, February 1, 2009, to say "Yes, its broken, and I can order you a new cushion." UNACCEPTABLE. I didn't buy a used sofa, and will not accept a broken one. He asked me to write that on his paper. I did so and signed the paper he left. I called again Meryil ** on February 2, 2009, as I have not received a response via email to my inquiry and again left her a voice message asking for someone to call me back.

My issue still remains, that a defective product was delivered, I will not accept it and would ask that you either, pick up the entire package that you delivered, and/or deliver a new sofa immediately. 02/18/09 Finally call back to say they will fix the cushion (STRUCTURE IS BROKEN) and will not send a new couch that I paid for. I have now sent a request to put this charge in dispute and am awaiting a response.

I have been living with tags on my couches for almost a month - waiting for the right thing to happen (someone to exchange our couch). Yet, all the technician did today was take photos and say we would get a call in 10 business days to schedule a 6-hour repair! We do not need new couches that need repair! We need new couches! We paid for new couches! I want my couches replaced with what I paid for - new undamaged product. If I am the cornerstone of your company's success- I am not feeling appreciated with how I have been treated. This is not an acceptable way to treat customers.

A technician came to my home a few weeks later and I asked him to sit on both the sofa and loveseat and he agreed that he could not sit comfortably and for long without sliding off the furniture. At that time, my mother was at my home and she sat on the furniture showing him how she also slid off the furniture and voiced that she was afraid to sit on the furniture for fear of hurting herself. I also have my 10 year old nephew and younger children come to my home and they have to sit on the floor because it is more secure than sitting on my furniture. He made a note that the furniture was in excellent condition and added my complaint about the sliding. He then noticed that the base of the sofa was loose and suggested it be repaired. He then told me to wait a week or so to call the Customer Care Department to tell them about the sliding issue.

I called them about a week later and spoke to a young lady who was very pleasant and told me that she would have a technician come out again to assess the furniture. I asked her if there was a possibility that I could have my furniture exchanged and she said yes because the company stood by their name and would not want me to have furniture that I was not satisfied with or that I couldn't live with because it was uncomfortable. I then told her that if they were exchanging the furniture, I would then not have the base repaired. I waited several weeks and was not contacted by anyone. I then put in a call to Customer Care again on February 5th and spoke to a man named "John" who told me that a technician would be contacting me within 5 business days. He also told me that he did not think I could have my furniture exchanged.

I waited 5 days and then decided to place a call today (February 13th) to Customer Care again and spoke to a woman named 'Theresa.' She was very rude and blatantly told me that a technician would be contacting me but since I refused repair of the base, they could not do anything for me. I explained my issue with the furniture and my concern for the safety of my guests especially my mother and the children who visit my home. I told her that I realized that at the store the leather was softer and that was mainly because hundreds of people sat on the furniture daily and therefore it was softer but my furniture continues to be very stiff after all these months and clearly not easy to live with. I tried to explain this concern but she told me that "common sense" should have told me that this type of leather was going to be stiff and I shouldn't have bought it in the first place. I became upset and asked for her supervisor. She told me that her supervisor 'Merril' would contact me within the next 24-72 hours and a technician would also be contacting me about coming to my home again to assess the furniture, however, since I refused repair of the base, nothing could be done for me about either.

I am not trying to be unreasonable. I just want furniture that my guests can sit on when they come to my home. I am even willing to exchange my set for a different, less expensive set that is both comfortable and safe. The cost for the furniture was: $799.95 for the sofa bed and $425 for the loveseat with a $199.99 charge for an upholstery shield/leather protection plan. In addition to contacting them by phone, I sent an email today to their customer service online complaints department and received this response: "As per our notes, you must accept service."

I was told $200, then $300, then $400 due to commission, which they already made the first time. So I waited 90 days after they decided it would be an even exchange and STILL nothing was ordered. I told them at that point I wanted my money back. Regional mgr said the conversation could end in one of 2 ways: her taking a motrin and me getting a new couch, or me refusing. I asked if there was someone above her to speak to. She said she is as high as it goes. There is no one above her that could help me. I am now disputing this charge with my credit card company and am ready to take them to small claims court.

When I asked where in New Jersey, she said ONCE YOU BUY THE FURNITURE THEN I WILL TELL YOU. Twice I wrote to them and finally the second time I got a voice mail saying that they were sorry I was upset but their delivery policy is printed in their ads and I should have known better. The voice on the phone was nasty and very sarcastic. I will never ever set foot into their stores again. Rude, unattentive sales people and rude customer service people. Why does the delivery charge change from week to week? It is a scam.

I soon found a couch that I liked very much. The price tag read $499.99. It seemed like a good value, well built, and covered in a high quality micro fiber fabric. It was extremely comfortable, and offered dual recliners. It was in fact, exactly what I had been looking for and not finding after many visits to many stores. I've since learned that it is called "the Maverick".

Despite my enthusiasm, Deb immediately showed me a matching recliner in a different fabric, and said that I could have the sofa in that fabric for a hundred dollars less. Since I had not objected to the price, I was somewhat confused by this. At the very least, it seemed like poor salesmanship. While I was pondering my personal economic issues, Deb suggested that I buy the lifetime maintenance package for 99.99, in case the sofa was ever damaged. I indicated that I didn't feel this was wise, as I have no children or pets. She persisted in pushing the protection package until I became somewhat adamant. She then suggested that I have it delivered for an additional 89.99, stressing that if there was a problem such as damage to the item, that it would be handled with no questions or cost to me.

I told her that I had a van, and a friend to help me, and since that backs of the sofa were removable, it would be no problem to pick it up at the store. She countered with, well the delivery charge is actually only 39.99, because it's going to cost you 50.00 to pick it up yourself! At that point I actually shook my head and paused. I asked her to repeat what she had just said. She did. I said "you mean you are going to charge me extra to pick it up at the store?" She said the 499.99 was the warehouse price, but the warehouse was south of Boston MA, and I would have to pay a sales tax if I purchased it there!! I was starting to get a little aggravated at this point. She then began showing me complete living room sets, with tables, lamps and rugs, sold as a package deal. The prices ranged from $1000+ to over $2000! I told her I was only interested in the couch, but I was put off by the 50.00 additional charge. She defending it by saying that's what it cost them to have it brought to store, and that they didn't stock any furniture at the store. I offered to buy the floor model, she said she couldn't sell it.

I went back to the store today (Feb 9) and examined the couch more thoroughly. My initial impression that it was well built seemed to be confirmed. While I was doing this, another person (Jeff?) approached, and asked if he could help me. I told him that I had been in previously and spoke with Deb. I said I really liked this couch, and that I was ready to purchase it for $500.00.

He then mentioned the 50.00 pick up charge. I said I objected to that, that this was part of their cost of doing business, and should be considered when pricing their merchandise. He continued to defend his policy, which I said was at the very least unethical, and bordering on false advertising. I also mentioned the fact that I hadn't been too pleased with the way I had been treated by Deb. I said that I would have been glad to pay 549.99 for the couch if that had been the price initially indicated, but didn't really care for the way they did business, and left the store. I am so glad to have found this website. I feel bad for the people that have paid out considerable sums of money and either not received the products they ordered, or received them in damaged condition, and gotten no compensation. Thank you for giving me the opportunity to share my story.

I then went to the store to speak to a manager. Ms. ** told me she was the store manager, the regional manager and everything else and that there was nobody else to talk to. She told me that they will charge me 30% because the sofa was custom made. I told her that she never told me about the 30% and that we will have to settle that in small claims. I went to small claims in December hoping to settle the issue and get my money back. When I went to court, Ms. ** insisted on having the case heard by the court, instead of a mediator, which means that it will take months before she and I can speak to a judge. A mediator will have settled the case on that day but they want to keep my money so it is in their advantage to let me hanging. In the meantime, they have my money, $1,400, and I do not have a sofa.

When my husband arrived on the 18th at the warehouse to pickup the sofa he was told that the sofa had been sent back to North Carolina. I immediately called the store and they said they will look into it and get back to me. On December 24, 2008 I call the store again and was told the same thing. So here it is January 5, 2009, and I still have not received a call. I went by the store today Jan. 5 and spoke with Jackie (Store Manager) and explained what happened and she said it was my fault for not calling the store on Nov, 21, the day after the original pickup date. I then explained to her that I call and got a new pickup date and the sofa had been returned.

She was very confrontational and insinuated that I could be just saying that Dec 18 was the new delivery date (which I wrote on the receipt after getting that date) and I could just be saying we went to pickup on Dec 18th. I said, "Are you calling me a liar?" She said, "No that's what you said." Needless to say things did not go so well after that. She wrote the corporate number on a card and held it out for me and then complained that I had Snatched it out of her hand. I have also written emails on two other occasions. Still no answer. The website does not have corporate phone numbers. How can I either get the sofa or get money back? Please help.

He processed the deposit at the tune of $662.00. He then looks at the computer and says something went wrong and the earliest we could get deliver would be January 6th. I then said to cancel the sale. He said he would but he could not process the credit because a 'manager' was not present and I would have to wait until the next day. The next day, December 8th, I called the store and talked to the manager. She said she would cancel the sale but my account would not be credited for 7 to 10 days! It is December 15th and Jennifer Convertibles STILL has not credit my account the $662.00!!! I feel I was mislead by the salesperson from the start. I am furious that the salesman did not explain that my funds would be held up for 7 to 10 days before processing. Their business practices are very shoddy. I intend to file an additional complaint with the state Better Business Bureau as well.

I called the corporate office, got a message to just call the store where the furniture was purchased from. I then called the store and Mario (store manager) would not take my call. I then drove to the store to cancel the order. I then called the district manager, Colleen ** @ 1-800-595-1422 who to date has not returned my calls. I would not recommend this store to anyone.

When the love seats got 2 stains, I called for cleaning. They sent a young man with a filthy cleaning machine. After he cleaned the spot, the love seats looked worse. They were now lighter than the rest of the couch. He then recommended he clean both love seats entirely at a cost of $200 each. The warranty he said only applies to spot coverage. Constant calls to Jennifer did not help. They told us they were not responsible.