Jennifer Furniture - Lifetime Guarantee Reviews

I've spoken to numerous people at the main office 1800-371-6111 - no resolutions, rudeness, and false accusations against me. I have requested to have some stains remove off the furniture, which I purchase the upholstery shield. Nothing has been done. I feel I have been cheated out of my money. Please help. This is truly the short version. Thank you.

I at that point was shocked at the price and told her that we would just arrange for us to come and pick it up ourselves, even though it would take us 2 trips. She at that point told us that we would still have to pay a transport fee of $50 per piece. WHAT?!?! I need to pay YOU $150 to pick up my own furniture. This is just insane! She said it would be better to get delivery by them since it would only be $50 more and if anything happened to the furniture in transit, they would cover it, and they wouldn't cover any damage if we moved it ourselves. She also told me the earliest we could expect to have it delivered would be Dec 22nd, which was too close for the day we needed it. We could pick it up next weekend though if we were to do it ourselves. We told her we would need to think about it.

I was on the net looking for a phone # for corp to see if I could get the $50 fee per piece reduced only to be sent in circles but a computerized phone system. Then... I came across this site. This has made my decision easy. I will NOT be making a purchase from JC. I will pay a little more elsewhere.

I was told that returns are not their policy even when they deliver a defective sofa. They sent out a representative to look at the sofa. He told me that this particular problem is consistent with the sofa I purchased. I assumed after speaking with him, that I would either receive a refund or a new sofa. Two weeks later and after at least leaving 5 or 6 messages with JC, I received a call from Meryl ** in the customer service department. She informed me that the technician stated that the sofa was repairable and that within 4-6 weeks parts would be delivered to my home. When they were received, I was to call back and schedule a repair date. They absolutely refused to return the sofa or give me a new one.

After 9 weeks had passed, I started calling customer service again. Apparently, Meryl NEVER answers her phone. I continuously have to leave messages and after days, she returns my call. Now she tells me that the sofa is not repairable and that my only recourse is to accept an exchange. I told her this was still unacceptable to me. At this point, I really just wanted them to return the sofa. Meryl instructed me to call the Paramus store and speak to the manager. I did. The only thing he could offer me was an exchange. I agreed. Later that week, my new sofa was delivered in BROWN. The sofa I purchased was beige. If I wanted a brown sofa, I would have bought a brown sofa.

The delivery man apologized and refused to take the broken sofa out of my house. He said he would get the right color sofa and redeliver it. In turn, I called the Paramus store manager who informed me that the color I bought is no longer available!!! So, he suggested I just take the brown one. I have called Meryl in customer service twice since this happened and she still has not called me back. WHERE DO I TURN? I contacted the BBB but have not heard yet from them. At this point, I really just want the original BROKEN sofa returned.

Even after all of that silliness (you would think that they would have been doing cartwheels down the sidewalk that someone was going to be stupid enough to go along with such **, we discovered that I cannot even buy their furniture because I live one mile out of range. Unbelievable!!!! I feel so fortunate that I could not complete the sale. Who knew you would have to google a furniture company that advertises routinely on TV, newspapers and magazines. I cannot believe the Better Business people let them stay in business. Someone (maybe the Ethan Allen fairy) was looking out for me that day!

Another technician was sent out. The second technician that inspected the furniture, told me that he thought he would be able to repair the furniture, but that he couldn't, because it wasn't even real leather. I called the store that I had originally purchased my furniture from, and the store manager, gave me the name and number of the district manager, Atif **. I was not able to reach Atif, nor the other district manager Tim **.

Months had gone by, and I was still unable to get my furniture repaired or replaced, which was covered under my lifetime protection plan warranty, so I called again. I made up this story, about my furniture being stabbed by a relative, just so they would send out another technician. Finally, after over 6 months of trying to get a response from Atif **, I received a message on my machine from him, stating that he was calling to update me on my claim about the cracking and peeling. He said that a tech would be sent out to inspect, and correct the problems with my furniture as a courtesy, because my previous claim was denied, and a technician would contact me in 3 to 5 business days. Then a few days later, some rude woman called, and said that they would not be sending out a technician, and that my claim was once again denied. By the way, I still have that recording. It should be good for something. Recently the frame broke on one side, and the springs in the bottom have punched through.

The driver showed up to my house with the furniture and no one was at home. The driver called the distribution center to advise them that no one was at home and he was bringing the furniture back to the center. The distribution center called my friend at this point to advise that we would have to pay another $150.00 to have the furniture delivered at a later date. My friend contacted the distribution center and the manager agreed to redeliver the furniture without the additional cost but we would have to work out the details with the Jennifer Convertibles at the Woodbridge office.

We contacted the salesperson and she would not agree to deliver the furniture without the additional $150.00 delivery fee. I told the salesperson that I will not pay the $150.00, but I will pickup the furniture from the distribution center if they will refund the $150.00 delivery fee. She refused so I asked for a full refund of my order. She told me that they would not refund the $150.00 delivery fee and I would have to pay a 30% restocking fee. I pointed out to the salesperson that the delivery service should not have agreed to call an hour prior if they could not accommodate that request because I could have made other arrangements.

I asked to speak to her manager and she gave me a name and number. I left several messages and finally got a hold of the manager on Monday, 13 October and he was unable to take my call. I asked him if I could call back on Friday, 17 October and he said that would be fine. I called on Friday and left 2 messages. I never received a call. I have been trying to contact the manager for several weeks now and on Thursday, 16 October I received a message from the salesperson at Jennifer convertibles that they are going to return my furniture to the warehouse if I do not come and pick it up.

In addition to calling the manager, I left a message with Lone Star Distribution and they never returned my call. I went to the Jennifer convertibles website and filled out the customer care form and asked for a full refund because at this point I do not want the furniture. The form said it will take 3-5 business days for a response, so I am waiting. Jennifer Convertibles has had my cash since 31 August and as of 17 October, I do not have my furniture.

I called the store where they were very nice until he read me the tech’s note and he said it was dog damage. This sounded bad to me because they told me to put hole in them and that way they would repair them. That’s not honest to me but also the same tech that told me, “If Jeniffer would decline, he could repair them for a fee.” I then was given the website to a ceo, only to have him tell me without talking to its dog damage and the only thing he could for me is to refund the leather protection.

Shortly after receiving this trio of leather furniture, one arm on the large sofa became wobbly; they did come and replace the arm. In about six months from purchase, we noticed that the leather--or some kind of coating on the leather eating into the leather--was disintegrating, causing the leather to have an unsightly 'measles' appearance, to be come cracked, ripped, mottled and ugly, showing as creme/yellow on the white leather. We had someone from Jennifer come out, take pictures of these spots. Although the worker said it was defective coating or something else wrong, nothing was done. We were then told by higher-ups that this problem was not covered under our warranty.

My husband has taken photos of the growing problem, much worse at a year or so longer now. We sent them via e-mail with a letter to the CEO of Jennifer. The CEO's secretary said that she would refund us for the $300. on our warranty. That would leave us with no recourse on the very problematic sofa suite--very crafty on her part!!! If we don't receive satisfaction shortly, we will contact one of the networks with 'watchdog' reporters working in consumer complaints. This is the worst company and product I have dealt with to date.

On the scheduled day, the delivery crew brought to my home a different set of sofas and defective coffee table set. I immediately called the store and the manager Mike told me that is not a big deal and that once would figured out the difference an exchange would be made. I was outraged. What difference??? anyway...so I signed on the delivery sheet WRONG ORDER. The crew told me that this sort of things happen often and they would make the exchange for the one I actually bought.

My husband went to the store, and the salesman admitted to his confusion AS HE WROTE THE ORDER AND CHARGED ME FOR THE WRONG SOFA. He said that he could take it back or exchange, but we had to pay a difference of about $700 for the sofa we wanted, or better for the only one we purchased. My husband did not want to pay at the beginning which was only fair and nothing was done, so we decided to take a chair off the order so we did not have to pay so much money on top of everything.

They told my husband that it had to be approved by the headquarters and we were waiting for the decision ...many days past by and nothing, we were calling them all the time and the answer of the salesman was I did not have time today, and next day was they did not reply the e-mail, following week I am waiting for the headquarter's decision blablabla...then we saw that it was not a pretty situation and decided to record the calls to be safe and have how to prove that the salesman made a mistake and he did not wanted to admit to his superiors, because the e-mail we got from the headquarters was just saying that I signed the order and I had to pay a 30% fee to return the items and the only way they would waive that is if STEVE tell then that he made a mistake! IT NEVER HAPPENED...

On august 30th Steve called saying that WE HAVE TO PAY 30% and he did not remember making any mistake on the order and nothing else could be done. We gave the salesman all possible chances to make it right. I agreed on a exchange, I was open to a full return, gave all the time in the world and have until this date of October 1st, the unwanted furniture I never asked for taking space of my only living room .

The report was made and no follow up on the part of JL. When after several attempts I waited for about an hour for the telephone to be picked up. The customer service rep. stated that yes it was found that the leather was rotten, but that we're not replacing it because it was a manufactured defect. This is LUDICROUS!!!! this is the the reason why we bought the additional insurance. This is Jennifer Leathers outright and audacious way of robbing hard working people of their money. Something has to be done about this.

So I called Ramon that same day and he wasn't in the office and he would not pick up my calls so I talked to his coworker instead and he said that he is not a manager and there's nothing he can do. I stopped by their store at 5:30 pm that afternoon and the employee told me that I wasted my time coming by because Ramon was not there. So I called them again on 09/16 and they both said I should call next day 09/17 around 2:00 pm so I did. And I asked Ramon when would he have my sofa deliver, he replied that I needed to pay another $99.00 for delivery fees. I said no way it's not my fault that you guys can't communicate with your drivers. He told me that the drivers are sub-contractors and he has nothing to do with them.

So I asked him to give me a refund, cause I did not want to pay the extra $99 and go trough all the ordeal again. He said that he would charge me 30% of the total (includind the $99 delivery) which came to $120.00 that I would have to give them in order to receive a refund. So far they've got my $419.47 since 08/28/08 and I have no sofa and I am very upset and dissapointed.

They still got my money so I could have used to go to a decent store, more responsible. The apartment is empty cause I rented it on 08/26/08 and I needed the sofa to sleep on it, so I ended up sleeping in a very uncomfortable air bed, having back pain every morning and waiting for them to finally arrived. I have been vissibly upset at work which affect me negatively. I feel robbed and scam!

Had no other option but to void the transaction.

We called Jennifer on 8-30 talked with Rita. Told her about the visit from Repair tech and would she please just replace the couch. No, she will e mail service dept and call me back.(didn't call back). I called Jennifer on 9-4, Rita tells me she hasn't heard from Service dept and will send another e mail and she will call me on Friday, 9-5. She didn't call, so I called on 9-8, Rita apologized but she sent two emails with no response. and her boss is out of town. Could they just exchange? I plead, no, said she will send another e mail. I told her if I didn't hear from her by Thursday, 9-11, I would call American express to stop payment.

Rita called me on Friday, 9-12 and asked if the repair team called to make appt. for couch repair. I told her that we were pretty fed up with the whole thing and I had already called Amex. about the problem. She apologized again and said she would send an E mail. My husband called Jennifer on Sunday, 9-14 and asked Rita to arrange a pick up of the couch as we are very unsatisfied and want our money back. She said she would send an email. Tuesday, 9-16, I get a call from Lou's Upholstery to arrange to come and fix the couch. I tell him, we want it returned not repaired.

This has gone on too long. In the meantime, my husband called Jennifer headquarters in NY, where they were just rude and uncooperative. This is ridiculous!

We would like Jennifer to pick up the couch and refund our payment of $520.98. We have people who come to stay at our home several times a year and have no where for them to sleep at this time. This has been a huge disappointment and a terrible inconvenience to have to haul out the uncomfortable folding beds from storage and put them away every time someone visits us. Luckily, American Express was very interested and they are investigating the matter. Thank you.

We are currently waiting for a new couch from them because the one they delivered had a broken arm. I had a bad feeling about this company when we went to purchase the sofa and it was out of stock BUT for an additional $100 we could buy the a different sofa. Being a sucker, we fell for this bait and switch. Now we are dealing with the horrendeous service that everyone else seems to have already experienced. I however have NOT paid for this couch (credit cards ARE good for some things). I will not pay for couch since they cannot deliver a non-defective item.

A few days later Shawn called to tell me that somehow the shipment came earlier than expected and he could have my couch delivered to me by the next wednesday. Happy to have my couch back, I agreed to let him deliver it the next week rather than getting another couch. The next tuesday, I get another phone call from Shawn telling me that there was a computer glitch and when they went to get the couch, there was none there. The computer thought there was a new shipment when there wasn't. I told him to cancel the order. He said he would. I knew I really liked the dimensions of that couch so I called Shawn to find them out and after he gave them to me, I just asked if there was anything else I needed to do to cancel the order. He said he would need my credit card number. What was he going to do if I didn't call him for the dimensions? And didn't he have my credit card from the purchase?

He then offered to sell me another couch that I had been marginally interested in. After some thought, I agreed only if he could have it delivered the next day (Wednesday). He said he was 80% positive he could and that it was all set to go. He called me Wednesday morning to tell me that there was no room on the truck. Well I was outraged. I had all these opportunities to buy a couch from another place but I stuck with Jennifer and now I had been out of a couch for weeks and my college roommate was coming to spend the weekend with me and I had nowhere for her to sleep. I told him to cancel the order since the deal was that I'd take the other couch only if he could get it to me by Wednesday.

He told me he couldn't cancel the order and he told me that I had better check the Uniform Commercial Code. I cannot believe what I have gone through. He is now promising to have it for me tomorrow. I have absolutely no trust in him or this company but I have no choice since he won't cancel the order. I asked him if he would cancel it if it doesn't come tomorrow and he said absolutely. Why can he cancel it tomorrow but not today? Customer service isn't even at a central location. Different salespeople at different stores pick up. They are not helpful or courteous. I've never dealt with anything like this before.

I followed up on the order myself and customer care told me an order to fix a recliner had been placed. I finally heard from the tech. He told me the sofa was defective and placed an order. I was told it would be fixed within two weeks. In the meantime, I exchanged several emails with Adam, the Regional Manager requesting a new sofa or compensation. I informed him that I was having more out of town company. [He] refused all of my request. I ended up having to purchase an air mattress for my company.

It is September 8, 2008 and my sofa has not been fixed. I have called the corporate office, customer care, emailed and called the Regional Manager and I am still getting the run around. I am so frustrated and feel taken advantage of. I will never purchase from the company again!

After Labor Day- Sam finally informed us of the slight delay-our sofa would not be delivered until OCTOBER 8-10! I asked to speak to someone else that can better take responsibility for this lack of business etiquette. The number he gave me was useless nobody ever answered at the District Manager's office- upon entering an extension or the number zero even, the call was dropped -called Anthony the next day and he had no better news or alternative to give me than to phone the district manager's office, which he admitted he could not get through to himself and phone the 1-800 number which puts customers on hold for 15 minutes plus.

Lastly he said he would email the District Manager and have them call me with some sort of alternative. Have not heard from them yet. -9/8- requested a full refund and Sam accepted it very rudely. There were no further questions or expectations other than that the refund would be in around 2-3 weeks. Again a very vague time frame. In conclusion, we are very upset that our purchasing of a sofa would turn into such an ordeal and that businesses, so popular as Jennifer Convertible, can not keep their word and continue to conduct business as they do.

Due to the fact that we need to wait a vague time frame of 2-3 weeks we can not make another sofa purchase. Therefore it is a charge on our credit card for 8 weeks, for something we do not own.

2 days later I received a call and was informed no one could come to my home until 8/24 - 3 weeks after my complaint. On 8/24/08 an outside engineer came and fixed the handle but verbally stated he couldn't fix broken wood. He clearly indicated this was a problem and that should not have happened to the sofa.

After hearing nothing from Jennifer Convertible I called on 9/5/08 and was informed my claim was denied because of Customer Abuse per the engineer's report. I asked to speak to a manager and they would not transfer me. I asked for anyone but was only provided an address and a name. Jennifer Convertible did offer to send another engineer to inspect but the process has to start over. I've had this broken sofa, that they a claiming I broke by abuse in my home for over month. If by abuse they mean sitting on it, then yes I'm responsible, but if not this process seems absurd and unfair.

I called the store and spoke to my salesperson, he stated they could not help at the store level and that I had to fight it out with customer service group. I called the secretary of the engineer she stated his report does not indicate an opinion, it is impartial, he reports back to the company and they, not he, renders a decision based on the report. The customer service group told me the opposite.

After this conversation I was transferred to a manager at Jennifer and left a voice mail that went unreturned. While they are sending a 2nd person I believe this whole process is a sham. Their sales invoice indicates they will replace a new product due to defect, faulty materials or poor workmanship for up to one year. I owned this sofa for 3 months and they are telling me it was my abuse or normal wear and tear that caused a wood frame to break. In other words if they simply tell everyone who complains that they caused the problem then they do not have to honor their guarantee which is a joke and clearly what is happening here.

The second problem is that if a Jennifer Convertible sofa's frame can break after 90 days of use from normal wear and tear, no one and I mean no should purchase a thing from them.

If they will not replace this couch I will have to buy another. $500 - $1,000.

My dilemma was that my guest were there and I had NO sleeping arrangements at this point. Greg stated that they would not be able to send assistance for another 7 to 10 business days. I was worried about my warrantee of the bed and the sofa. Greg, stated that there is a one year warranty on the bed frame and a lifetime warranty on the sofa covers. I have listed below the description of the sofa problems and what my final action will be if I have no resolution to my problem. Any help and or guidance you can offer will be most greatly appreciated.

The sofa cost well over $1000 and was really a waste of my hard-earned money. Complaitns to Jennifer have, so far, produced no results.

Fine. We'll just pick up both sofas from the store with our truck (2 trips). Nope - $50 warehouse charge PER ITEM! So that's $100 on top of the cost of the sofas. Fine. We'll pick it up from the warehouse - no charge for that. However, the warehouse is 45 miles away in Landover, MD and are only open on Thursdays from 11-4pm. We were told the earliest we can get to the warehouse would be the second Thursday in September. However, the salesperson did assure me that we could get home delivery (that $160 charge again)- THE LAST WEEK IN AUGUST!

So, the warehouse MUST be open during that time, don't you think? Plus, we found out that warehouse personnel will not even lift a finger to help you load your merchandise onto your truck - won't even give you an inch of rope. So - Jennifer Convertibles can keep [their] merchandise - I will not EVER buy ANYTHING from [their] store. I feel terrible for all the people who suffered at the hands of indifference and poor customer care.

Although disappointed, I completely understood the store policy and rather asked if he could write the product name of the new item she was interested in. (We would revisit the new item some time in the future.) My mother and I remained in the store to browse the floor. As we were finally making our way out of the store my mother had one more question for Gill. She asked him the same question that I had asked Gill earlier. Now, I had already explained in detail earlier the answer Gill provided yet unfortunately, my mother did not fully understand. I was at the front of the store and I noticed Gill motioning with his had and mouthing "please help me."

I walked over and tried to explain the store policy to mother once again. My mother sincerely stated that she still did not comprehend. She asked Gill once again and he quickly said "I am not going to repeat my self. I already explained this to your daughter!" My mother tried to ask again and stated as well that she honestly did not understand. However, Gill appeared to be at his wits end and repeated loudly that he already explained himself to me earlier.

Due to his impatient behavior, his tone, and the volume in his voice, my mother yelled back at him. Gill commented that he would not tolerate her behavior and would offer her a full refund. I stated to Gill that the payments were made by me and a full refund would not be necessary. I assured him that I would be willing to continue with the payments on her behalf. Gill would not have to deal with my mother any more from this point forward. Gill agreed. Gill even went on to say that he never had a problem with me.

I left the store that Saturday with the impression that we both agreed - no refund was needed - business will remain between Gill and I until the furniture is fully paid and delivered. My mother and I received a call the store and informed us that a full refund was now being prepared. I stated the sales rep that I was confused because I walked away with confidence on Saturday that the lay away agreement was still valid and the disruption was over. The store rep said that Gill was not satisfied and he would rather not do business with her at all. In response, I asked to speak with their Customer Service department to submit a written complaint.

I have tried to contact a Jennifer Convertibles complaint department but unfortunately, I was constantly given the run around. I sent an email stating my account and asked that the Company recognize the role that their employee played that Saturday afternoon as well. I am aware that my mother over reacted and he had the right to refuse her business due to her behavior. But should customers be shunned simply because they do not understand store policy? Should it be okay for an employee, rather a district manager, to dismiss questions he/she may not be in the mood to answer?

Should Gill be given the leverage to dissuade a customer from seeking another avenue to submit a complaint simply because he is the district manager? This is not best practice. This is poor salesman ship and a poor representation of Jennifer Convertibles Inc. In addition, every Jennifer rep I spoke to mentioned that there is nothing they could do. First, the store employee said Gill was on the only person to give a complaint to.

Second, the Warranty Deptartment said that nothing would probably happen. Third, a Customer Care rep said that Gill was the only person to speak to and there was no one else. Give me a break! I was finally able get a number to the VP of Sales. I left him a message. Still no reply. The Harlem store returned our money. But it is still unfair that they walk away with the advantage. They don't want to be accountable for their actions. What ever happened to good Customer Service?

I then flagged down a sales associate. I asked him about the sofa of interest, and asked when he would deliver it. The associate said that they do NOT deliver floor models. I went back to the couch, reread the printed tag in the plastic sleeve, took a clear picture of it on my camera phone, and then called him over to show him. He read the tag, then actually pulled the tag out of the sleeve and ripped it up, while saying that it was an accident that that got in there in the first place, and they only deliver floor models on the east coast stores.

Regardless of whether that is true or not, when something is advertised in print like that, the store has to honor it. But even if I had pursued the issue and gotten him to deliver it, what's the point? Who knows what other shady things they were willing to do. In short, just stay away from Jennifer Convertibles. I tried calling their corporate customer service number, was instructed via voicemail to leave a message (which I did...and several more over the course of the next 2 weeks), and never heard anything from them.

she first offered me $280.00 for the price of my warranty, unbelievable, then when I refused it she offered me $500.00, I don't know what type of scam this is but I just requested half of my purchase price returned to me $1650.00 and keep the discolored furniture, if someone with a reasonable offer for replacement of my couch and loveseat that would be great..........so disappointed with this company

The right side recliner no longer reclines

Now it gets even grosser, I see a wet stain on one of the cushions and he tells me IT IS HIS SWEAT. I thought I would throw up!! Called the salesman Dave, he keeps telling me give another chance. Can not deliver on the days I am not working!! I tell him forget it, called his supervisor, want my money back. now I am sitting here waiting for the couch to be picked up (they told me 1:00 p.m. to 6:00 p.m., I try to check at 4:30 and the girl tells me I am not on the list of pick ups!! I proceed to tell her she better get me the Manager or someone. I ge Les in Long Island, I think he is the Vice President who checks and then tells me it could be up until 8:00 pm. The girl was new who told me that!!! So I said why did you tell me 1:00 p.m to 6:00 pm, his explantion was that is a courtesy it is really 8:00 a.m. to 8:00 p.m.

SO!!! if I went out from 8:00 am this morning until 1:00 what would have happened!!! another dumb answer. I am still waiting and they better show up!

The following is a written summation of the events that began on the 18th of February and is presently still continuing. On February 18th, I purchased a 6 piece living room set from Jennifer Convertibles. The sales associate, Marta, checked the delivery options and said they would be able to deliver all of the items on Friday, February 29th between the hours of 9:00am and 5:00pm. I responded that because of the laws governed by the condo association, I would be unable to accept any furniture delivered after 4:30pm.

On Thursday, February 28th, I called the Jennifer Convertibles location I purchased the living room set from and asked to speak with Marta. I was told that Marta had been fired the day before so I spoke with a new sales associate (Marta's replacement). Once again I alerted Jennifer Convertibles that because of the laws governed by the condo association, I would not be able to accept any furniture delivery after 4:30pm. She confirmed that she had made a note for the delivery personnel and that the living room set I ordered would be delivered on Friday, February 29th between the hours of 12:00pm and 4:30pm.

On Friday, February 29, 2008 I had to take the day off of work in order to wait for the delivery. I called the Jennifer Convertibles location I purchased the living room set from at 11:52am, 2:24pm, 3:29pm, 3:40pm, 3:52pm and 4:08pm and spoke to the same sales associate. She kept telling me the delivery truck was in route to my residence and that I would receive a call when they were outside. By 5:00pm, the living room set that I ordered was still not delivered and thus, broke the agreement I had struck with Jennifer Convertibles. The same associate told me that they would deliver the items tomorrow, Saturday, March 1st.

On Saturday, March 1, 2008 I once again waited around all day for the furniture to arrive. I called several times (10:35am, 11:16am, 12:06pm, 12:51pm, and 1:34pm) and each time the same sales associate told me she would email the driver and check the status of my order. I asked to speak with a manager and was told there was no manager available at this time. I asked for a phone number for the driver and was denied this information as well. After hours of waiting and getting no answer and no sympathy from Jennifer Convertibles, I went directly into the store and asked for the number for the regional manager or someone I could speak with at the Corporate Offices. I wanted a direct answer about the whereabouts of my furniture. The sales associate told me she would not give me any numbers. I said that if she could not give me an answer on where my order was or provide me with the first available delivery date that worked with my schedule; I would expect a full refund. The representative agreed and told me she would have an answer for me first thing Sunday, March 2, 2008. She said if I did not hear from her, she would grant me a full refund.

On Sunday, March 2, 2008, I had still not heard back from Jennifer Convertibles. I called at 11:21am and no one answered the phone. Therefore, I returned to the store and asked for my full refund. The same representative who I spoke with the previous day told me it was not Jennifer Convertibles policy to issue refunds. She told me that the next available delivery date would not be for another month. I told her that I would not accept the furniture delivered at this later date and that if she would not give me a refund, I would call and contest the charges with American Express. On Sunday, March 2, 2008, I spoke with the customer service at American Express and told them I'd like to dispute any and all charges from Jennifer Convertibles as I did not receive the merchandise I bought and as Jennifer Convertibles is a corrupt and fraudulent business.

Without any warning, I received a call from Jennifer Convertibles on Tuesday, March 4, 2008. A new sales associate whom I had not talked to previously, told me that delivery of my furniture had been rescheduled for the following day. I explained the situation to him and again reiterated that I would not accept anything from Jennifer Convertibles at this point and that I had already contested the charges with American Express. A few minutes later Adam W., with Jennifer Convertibles, called me. He claimed he was the regional manager for Jennifer Convertibles and heard there was a problem. I once again told him my story. He then apologized for my inconvenience and told me that once he received the disputed charge from American Express he would credit my account for the full amount. Let me say again, I am still disputing these charges with American Express.

In conclusion, I never received the furniture I initially ordered and I will keep disputing these charges from Jennifer Convertibles until they are taken off my account. Jennifer Convertibles is a corrupt corporation and you will see evidence of this in the enclosed materials. In hindsight, I should have checked Jennifer Convertibles out on the web as the web is full of complaints and Attorney General actions against these people for deceptive practices.

I am continuing to refuse to pay for these charges ($610.00) because Jennifer Convertibles cannot justify them. The facts are that I never received the furniture I originally purchased and per my conversation with the Regional Manager and my initial conversation with the store associate, I should receive a full refund.

It took Jenifer a month to tell me I could get a replacement. They sent a replacement in May and that was broken also. Its now July 08 and I am still waiting on a replacement chair. I am also unable to speak to anyone of authority at Jennifer. Instead I have to leave voice mail messages or call the store which is of no help to me. There customer service stinks do not buy from Jennifer Convertible.

I have asked for my money back because I no longer want the chair and they have resisted. I have had too many issues with Jennifer that I want tyo sever my relationship with them as soon as possible. I would like my money back for all the aggravation I've been through. I bought this chair in November 07 and I have yet to be able to sit in the chair.

I didn't have to sign anything they were just there when I came in from work and then when i called back they said well you have to make an appt for someone to come back and replace the arm but waht about the sofa that needs attention now, and then we got news about family member who we had to go and check on I emailed them and told themI would be contacting my lawyer since no one wants to call me back about my furniture that I paid over 1,700 cash for finally someone calls me to say they could doaall they can to resolve my issue but now I have to move to another state so I was informed once settled to call and schedule for someone to replace the arm and look at the sofa. I just emailed them last week 7/4/08 no response yet.

The woman that I was talking to about the return directed my attention to the back of the receipt. The back of the receipt is covered in very small print and about 2/3 of the way down the page is the notice about the return policy. I should have been notified about the return policy at the time of purchase. I opened up a credit card with the store to be able to qualify for the 0% financing. The charge for tax and the delivery were charged on the card immediately.

I forfeited the $139.98 that I had already paid on the couch. Mirella (the woman handling the return) said that I would not be charged any more but I won't know until I get the first statement for the credit card.

We then decided to go to the store where we tried the exact same sofa to find out that the leather as well as the foam inside the siting pillows were different. Pointing this out to the store salesman and manager didn't make a difference. Then we proceeded to contact the main offices and after so many attempts to get results I got a hold of a supervisor who again said nothing could be done. I mentioned to her that we were not trying to get our money back and were willing to buy a higher and better quality sofa bed. That didn't mean anything to her but she decided to send a specialist. The specialist decided to send us better foam.

We received the foam yesterday to find out that is worse and bigger and it doesn't even fit in the sitting bags. I talked to the manager (Customer service) and explained to her that business-wise it is not good for them to have unhappy customers because unhappy customers will never give a good report to their friends and a acquaintances. That meant to her nothing. Then I told her she wasn't giving me any choice but to report to Consumer affairs. She said Go ahead.

First of all we can not sit in this sofa at all. if we do, we sweat and slide. Secondly we have not option but to sell it at a financial lost.

The store never called, and we, as the customers, had to handle all the follow up. My husband made several attempts with our salesperson, Steve, to have a new loveseat delivered to no avail. He avoided returning his phone calls and at other times would say he would call him back in 5 minutes and then not. Steve also kept telling him he was looking for a loveseat available in the area (after we had been told the loveseats were all available and not on any sort of backorder on the day of purchase).

After two weeks of being jerked around, we told him that since it was clear he wouldn't be able to deliver a loveseat, we wanted to cancel our order and have a FULL refund credited to the credit card. He made silly excuses that he didn't have the authority to do a refund, but we finally convinced he had better start the process to initiate one. He even tried to tell us to contact another telephone number to arrange the refund. We explained to him that HE would be making phone call, not us.

I'll be checking the account balance soon, and if the refund hasn't cleared within 5 days of our demand, I will file a dispute and send my credit card company after him. Other sofa buyers beware of Jennifer Convertibles! Note also, that you may have a 2-month time limit from the date of your purchase within which to dispute the charge, so BE SURE you either have a peice of furniture or a refund before the 60 days passes.

I am stuck with a set of overpriced poor quality sheets that I did not want to order to begin with.

The sofa, in addition to being unsightly is not particularly safe as the wooden seat suports/frame is exposed since the middle seat collapsed. Not to mention the personal inconvenience of not being able to have company over granted the embarrasing damage.

Finally, they admitted that it was defective and replaced it with a different style couch. We have had the 2nd one since July 2004. After we replaced it, we decided to purchase a matching recliner with it too. In total we spent $4977.35, which includes the $299.99 lifetime warranty. We absolutely love it, but a leather couch that costs that much money, should not be falling apart after four years.

I called the manager to tell her that she lied to me and to remediate this situation, all I ask is to be placed on the 3 month 0% interest plan. She said she will call HQ to inquire and she would call me back. She never called back. I called her to find out what happened and she told me that there is nothing she can do. I have emailed customer care TWICE since there is no telephone number. The first email I sent was on June 11, 2008--TWO WEEKS ago. I just sent the second email today blasting them for their unprofessionalism. I would NEVER EVER do business with this company ever again.

When I called they had a technician come over to look, he stated it was a manufacturer defect and could not be fixed. I called Jennifer convertibles and they said anything over a year, that's a manufacturer defect cannot be replaced. Which makes no sense, basically I could of said I took a knife to it and decided to see what is inside the coach. So ridiculous, I am still continuing to fight this matter, since it does not make any sense. I already had to throw 4 pieces out and my coach still has a gaping hole.

Arm rest, started to sink in the coach and cause a big gaping whole. All the coaches arm rest are destroyed, do to manufacturer defect, which they won't cover.

now we had moved and the movers saw that the furniture under the custions were not put together correctly and the furniture is ripping. why play for protection plan if nothing is covered. the price was $1026.17 and is only 8 months old. please advise

The sofa has been relegated to a back family room because it's no longer presentable. I try to keep the cushions covered with a slipcover or other blanket to keep it from peeling and flaking even more. As the boys move to their first apartments, they'll get these pieces as hand-me-downs. I won't buy another piece of furniture from Jennifer Convertibles, and I will tell anyone considering shopping that the company sells cheaply made furniture at inflated prices and won't back up their sales staff's claims.

Again my furniture was damaged in December 2007 it took them a month to come out to my home to inspect the furniture. Jennifer Leather sent a company out to my home in January 2008 after I had continued to call and email them for a month. The company that they had sent out Jennifer Leather had forgotten who it was and had to send out another company in May of 2008 in between this time I continued to call and email them regarding this. In June of 2008 they denied my claim saying the the rip was too long. It took them 5 month to get out to my house I had no other furniture to use therefore we had to continue to use the loveseat that was ripped but we covered it up trying to hide the rip. Even after the denial I contacted them and they just ignored my claim they refuse to look at the rip of my arm chair they just completely overlooked that.

At one time Deandre the manager at the Forestville location said that they were going to replace my furniture and give me store credit then after they tried to give me less money than what I paid for my furniture he said that it was another person with the last name Harris that was entitled to the credit of $1500. I have written to the Better Business Bureau and the contacted Jennifer Leather but they didn't respond back to BBB.

I am not able to use my furniture and the end result I may have to purchase more furniture which will cause a financial strain on me.

He did come back Nov1 2007. Made a big mess was here for hours and replaced two of the cushions but would not fix the one he had already done even thou it was now back to the way it was before he started. We called again and told them that it was still not fixed and something needed to be done. They wanted to come out a third time and take apart the sof again. I told them it was getting worse and that it could not be good to keep taking it apart. Now the leather is wrinkled and the cushions are all beaten down.

This sofa cost us $920.18. We do not make a lot of money and this is alot to us. We can not sit on the sofa because it hurts our backs.

He did come back Nov1.2007. Made a big mess was here for hours and replaced two of the cushions but would not fix the one he had already done even thou it was now back to the way it was before he started. We called again and told them that it was still not fixed and something needed to be done. They wanted to come out a third time and take apart the sof again. I told them it was getting worse and that it could not be good to keep taking it apart. Now the leather is wrinkled and the cushions are all beaten down.

After setting up the order Abai told me it would take about 2-3 weeks for delivery. Then he changed it to 4 weeks, which was ok but I didn't see why something so incredibly overstocked should take a month to deliver from their LA warehouse. I was also shocked at how much delivery costs and that he kept trying to add the fabric protection plan. I finally got him to take that off my order. He wrote down that it was "set" and the total amount, which I signed for. A few days later Abai called to tell me delivery would take 6-8 weeks which infuriated me but, like so many others on this site, I was stuck because I didn't want to lose the 30% cancelation fee. So I agreed.

After 6 weeks I called to check on the status because I was hoping my furniture was in. He told me to stop calling (even though it was my first call) and that he would call me when it was ready for delivery. I was a little ticked by my husband calmed me down. Two weeks later, still no call. I called to inquire about delivery again, and Abai was rude but did tell me that it would come Sunday, May 11th or Mother's Day. Thankfully my mom doesn't live anywhere nearby, so we didn't have any plans other than church which my husband had to skip to accept delivery. They did not call on Saturday, May 10th to tell us our delivery window and were rude when my husband went to the store while he was out to ask about what the delivery time frame was. The told us 1-5pm, which was fine.

The next day, on 5/11/08 the delivery guy showed up and rang the doorbell and began bringing in the furntiure. They were very cold and rude (probably efficient in their minds) and handled our furniture in a very rough manner. It is amazing to me that my furniture is not all damaged like so many other people. When they were bringing in the couch and chair then started to assemble it, I asked about my loveseat. The two delivery men were confused and one told me that I had not ordered/received a loveseat. I told him I had and that Abai told me it was coming, I measured it to fit, etc.

They kept telling me no, so I called the store number listed on my receipt/order form. I told the lady who answered my problem and she put me in contact with Abai. Abai told me that it was my word against his and he never said that the set came with a loveseat. I told him it did and it was not just my word but also my husband who was there when I ordered. He told me it was too bad and that I couldn't return it, I could not get a loveseat, and I was lying. I was furious at this point and asked to speak with a manager. Abai claimed he was the manager so I asked for the regional manager's contact information.

Abai gave me a phone number that led me to a voicemail box for Jennifer's Convertibles. There was an option to look up a person's name in the directory but the directory worked using last names and Abai had only told me the regional manager's first name, Nemal. I was so angry and hung up the phone, and complained to my husband about it. The deliver guy asked who I was trying to call and I said Amal, the regional manager. He corrected me saying the manager's name was Nemal Silba.

I called back and tried to use the directory but it said no one with SIL as the beginning of their last name excited. I tried NEM just in case and that didn't work either. I thought about calling back to the store but speaking with Abai for 15 minutes had done nothing but infuriate me and waste time and energy.

I was a bit worried about buying my first "real" furniture after college and I really need more than just a couch for seating. My living room looks empty without the added loveseat and now I can't get one to match the style of the set I purchased. Abai lied to me in the showroom, he lied on the phone and he misdirected me for help. I submitted a complaint on their website but don't expect a response.

I will never buy from this place again and I strongly urge ANYONE interested in Jennifer's Convertibles to save their money and go elsewhere. You may save $100 here but you will pay dearly in the end. It is worth it to invest in a better store/brand. I will never use this store again and will definitely tell my friends and family. I will also do more research on who I deal with next time, because if I had heard some of your stories before I got into this mess I would have turned my back. I also feel like I got off a little easy compared to some stories here.

Oh and those "free" tables and hideously ugly lamps? They were not free at all, rather they were $100. Sure $100 isn't a ton of money, but it's $100 I could have spent on a new light fixture, area rug, or loveseat! I didn't want the tables and I told Abai the tables/lamps did not matter to me as I would not be using them in my living room/house. I didn't want them and he could take them off, but he lied again saying, "Oh don't worry it's free, you can just give away or sell on Craig's List, don't worry.

Free is ok, ok because free, so you enjoy free tables!" Free my foot. The only thing you get from these people are lies and deceit. Personal loss/suffering because I can't find a loveseat to match the style of the sofa I purchased, I feel harassed by the sales people and entire team at Jennifer's Convertibles, plus the $100 charge for tables/lamps I did not want.

I called all the phone numbers that where given to me and at the store where I purchased i was told the manager was not in. So later someone called I guess from the major office he asked me what the problem was I told him and he said they could deliver next thursday I said no and was totally disattissfied and I wanted a refund he said he could do that but he said that will be a wait of about two weeks.I asked why could'nt I just go back where I purchased and get my money back he said that was not allowed at their local stores.

So now I still have to wait after 8 weeks for my money . Can you believe this I suffer because of someone elses mistake.I don't even know how a company can be in bussiness operating like this! Now who really knows how long it will take to get my money back even though this manager said two weeks.

I have also tried calling the credit card service (they offer 90 days with no interest); however, there's not anyone at EFS National Bank to answer the phone either. It goes to a voice mail where the mail box is FULL. My suggestion is that if you don't want to deal with a lot of hassles and worries, go somewhere else. THe prices here are cheap; however, the hassles cost a fortune!

We have been without a sofa for almost 4 months, and our hands are tied so that we cannot do anything about it! I would LOVE to speak with an attorney.

I should have slashed it with a knife and it would have been ok.

I made an online service request and about a week later, a technician came out to my home. The request was ALSO for the sofabed mechanism, which I had difficulty pulling out. The technician treated the area with some type of special marker, and some machine that I supposed was to stretch the leather back out and restore it. He told me that it would take a while for the leather to resettle. However, the imprint was still there, days later. He did nothing about the sleeping mechanism because he said he never got the request for it (although I put it in my online request).

About two weeks ago, I recieved another call from Jennifer Convertibles about the sleeping mechanism. About a day or two later, a 2nd technician came out and inspected the sleeper. Initially, all this guy did was a cursory glance and said it was okay. But after I insisted on taking off the cushions, he acknowledged that the frame was bent, and said he would have to return to fix it. I ALSO, told him about the problem with the cushion. He said that he would bring out another cover to replace the damaged one. However, I got no follow-up from anyone for since that 2nd technician left.

Last night, I went online to lodge a complaint and request a follow up and this is what they told me: Ms. May; In response to your email, I reviewed your account. Your mechanism is coming in this week and the tech will be contacting you withing the next few days. As for the tear in your cushion(s), the technician did a courtesy repair only. We do not cover animal damage which the service technician verified in detail which were deep inbedded animal scratches. Please review your Leather Protection Certificate which clearly states we do not cover animal damage.:

FIRST OF ALL, no animal had done this type of damage; this was some type of imprint. It seems to me that Jennifer Convertibles is trying to drum up some type of excuse to get out of repairing my furniture. They are trying to blame my dogs, but my dogs are trained not to jump on my furniture. They are well-behaved. Moreover, if you look at the damage that was done, you can clearly see that an animal could not have done this type of damage.

I am unsure how much it will cost me to replace this sofa or the cushion.

Economically, we are out a lot money we could have put towards a better sofa and now diapers and baby supplies. Money is tight for us now and I am sure so many others will agree with me that a little extra goes a long way when it comes to having money in your account. Now I would like to be able to get a better sofa and can't afford to spend the money! All I can be glad for is that no one got hurt.

I cannot use the room where the sofabed is located. Even worse, I can't even take it out of the room because it is stuck.

I would like to exchange this item for something of equal value or be credited for the full amount paid; however, it is also listed on the purchase receipt that they cannot do that.

So I decided to go to the store and order the parts, and they told me each piece costs $200. I would be better off buying a new one at $400. I decided to contact headquarters online when I came across all the complaints, and I could not believe what I was reading. Most of the complaints were the same I was going through--especially trying to solve anything with customer service. This was the worst $2,279.97 that I have ever spent on such badly made sofas, and I'll make sure to tell all my friends not to buy from them.

Poor quality for price. Scammed by delivery men.

I spoke then with Meryl Gair, a manager, who told me that she would get back to me when she saw the tech's report, but she never called back. She gave me an email address that was not valid, as did another employee before her. At this point I would just like my money back so that I can go somewhere else and purchase a sofa that will last longer than 2 months. I can also send you a copy of the email and photos of this horrible work--that I tried to send to the manager. The sofa is still broken, so anyone that sits on that side sinks to the floor and has a hard time getting up from it. Also, the cushion on the broken side is becoming very deformed and unattractive because of the broken frame.

That same day I spoke to Jennifer Convertibles to try and find out what happened. The house that the delivery people described to the showroom assistant could not have been my house. They must have gone to the wrong place. I have been trying to rearrange delivery. Initially Jennifer Convertibles just did not return phone calls to facilitate this. When I started writing to the customer complaints dept., the customer complaints dept. wrote me that someone would call, but no one did. Then customer complaints stopped replying to my mails requesting delivery. Last time I spoke to Jennifer Convertibles they said they could not arrange redelivery until they knew what had gone wrong the first time. They claim they had a management meeting Monday (Feb 4th) to reach resolution and that someone would call me Monday, today is Wednesday, no call.

$1000 in nondelivered sofas, circa $200 in delivery fees, $200 for my employees to sit and wait in the house all day.

We wasted a trip to warehouse and wasted time off work waiting for pick up.

Jennifer Convertibles aka Jennifer Furniture refuses to honor my Warranty. Therefore I am out the cost of the warranty and also have a sofa that I will need to replace due to the unsightly appearance! Over $2,000. in cost.

After we got the wrong sofas at home, we went to the showrooms (NY on 23rd St., Carle Place and Flushing) again to check. We saw all the seat cushions are sewen-in and are 2-inches lower. We asked the salespersons at 23rd St. and Carle Place; they told us that our understanding is correct that the seat cushions should be sewn-in. The local store will not take care of any inquires, exchanges or refunds. We were told to call the customer service (1-800-371-6111) for any kind of issues. We called them on Monday morning, 1/14/08, and they refused to exchange the sofa set for us. The customer service turned around and said the local store manager has to decide.

But the store manager at the Flushing store now told us a complete opposite story, and he was very rude. He made up a different story to cover himself. He said he never told us the seat cushions are sewn-in, which is a lie. All the other salespeople at the other stores can prove that he is lying. How can they advertise an item and it is the same in all their showrooms, but send to customers something totally different and say this is the way it is? This is obviously a case of Bait & Switch. We are very dissatisfied with the sofas because this is NOT the set we ordered. Please help us to get a FULL refund from Jennifer Convertibles and ask them to come to take away the wrong and defective sofas. Thanks.

So I went into the store and decided to upgrade to the air mattress. I was told that it was a good long term solution by the salesmen, at the reasonable price of 300 dollars, 30 dollar delivery charge. So I bought it, and when it arrived, the latch to the air mechanism would not stay closed which prevented the entire mattress from being inflated and holding its air. So at this point, I decided I wanted to pursue a refund on the mattress. I could live with just having a couch for 500 dollars, but to have paid another 300+ for a non-working air mattress was too much. I called, and spoke to someone other than Elliott, a manager named Brett. Brett assured me that he would talk to his supervisor about a refund, and so I waited to hear back from him for three weeks. Today I went in to see if he was there. I ran into Elliott, the original salesman. Elliott informed me that Brett's father died in a car crash, and his mother was being airlifted to a hospital, that Brett would not be available for quite some time. Seeing how Elliott probably made commission off my sale, it was a mistake for me to deal with him regarding a refund. I don't know what to do now. I have a non-functioning mattress that I have no use for. I've been misled to by Elliott, the salesman there to protect his commission.

Nothing happened even after a month. I already got upset with poor customer service, and non-responsiveness. I called again on November 1 and asked to talk to the manager, who when he picked up the phone, claimed he never heard of my case. That infuriated me. I stated that if I did not get the tables by the 4th of November, which is a month after they first got a call from me, I will not pay for the tables and will return them to the store instead. At that point, the manager become abusive and aggressive; he kept interrupting me and said in a loud and threatening voice that I am not to return anything to his store, and that I could not suggest such a thing. I said that I will definitely complained to the headquarters, which I did. I called the staff in the call center at Jennifer Convertibles headquarter. I was never able to talk to a human being, and I kept on leaving messages. My call would be returned and the way the message would be left was beyond rude. Even though I would leave my name, would spell it, and explain the whole story, the same person would return my call stating that she did not understand either my name or my plea. Last time she left a message on my home number even though I specified that I would appreciate to talk to her in person, and that by phone is the best way to communicate. I still have not talked to anybody in person; I will need to pay my last portion of the amount, and I totally do not feel like it but do not want to have bad credit history. I also do not want to have broken new furniture that I paid for, either. I am desperate and angry.

Money-wasted for bad quality stuff; time spend on the phone in an attempt to have a decent communication, or a dialog of how to resolve the issue.

I'm at a loss. I have damaged merchandise, and I have no way of repairing it; and I feel that Jennifer Convertibles is responsible for the damages of my furniture. I want a resolution to the problem. I want for Jennifer Convertibles to take responsibility for the damaged furniture and to back up their product as well as repair the damages.

It was wrong again. I have called the manager of the Brea store,and she said they have no sofa to give me and the wait would be 2-3 months. I just want my sofa or my money back in full. I can't believe they don't have my sofa when the Thomas Black Leather sofa was on their flyer when they were telling me about the weight. It is 12-13-07, and I still don't have a sofa. There is no resolution in sight. They did leave a sofa with no bed, but I am afraid I will be held liable when they make the exchange.

I don't have anywhere for guests to sleep during this Christmas season.

I read my guarantee and it does not say that we are not entitled to a refund. It does have a guarantee that certain parts of the furniture would be free of defects--and our furniture is full of them. I stated that I would not like to exchange the furniture for another set because of the customer service and the time you have to wait, let alone to keep calling them to find out when the repairs would get done. I would like the refund on this furniture as my guarantee states. I also purchased the lifetime warranty for the leather protection. Living room set cost $2,107.88 . I would also like to note that our furniture was promised to us 3/21/2007 and did not receive it until three to four weeks later. When we called to find out what happened to our furniture, at first we got no response from customer service, and Steve from the showroom sent copies of emails stating that he tried his best to communicate with customer service. We were finally told that our furniture was imported and that was the delay in delivery. When we again requested our money back and to cancel the order before the delivery, we were still being told that they would not refund our money.

I called the store for the status of my delivery and I am told that I do not have a delivery scheduled. She insisted that I was wrong about the date, when I was looking at the invoice which stated Dec. 1, 2007. She promises to call me back. When she finally does, she tells me that the sales woman who wrote my invoice thought it was a Maryland delivery when it was in fact a DC delivery. None of her suggestions to correct the problem were positive. When she called me back after contacting the delivery department by email, she tells me not only will I not get a delivery the following week (full schedule), but I will not be able to have my paid-in-full furniture until the 13th or 22nd of December. In short, I, the customer, has to pay for the sales representatives' sad mistake. She offered only to have my delivery charge refunded to me, but what good does that do when it's all paid for and I don't have my merchandise? NEVER NEVER AGAIN!!

I had altered my business schedule ($170.) to receive delivery and have unwanted upholstery protection ($90.)

I wanted a new couch for Christmas. No damage done. Just really angry at myself for going there the second time.

It does not set well and very uncomfortable springs have come out and tore under the sofa.

Days later when I finally got through to a claims rep she was rude and impatient. She asked me when and how my couch had been stained. When I told her it was a beverage stain from several weeks ago she informed me it did not fall into my lifetime guarantee because I needed to have made the claim within two weeks of when the stain occured. I explained to her that I have been trying to get in touch with Jennifer Convertibles Claim Department for over three weeks. Still, she said she couldn't help me. To make matters worse she said there was no record of the online claim reports I had been making for the last several weeks.

Today when I did an online search to find where I could make an online posting to warn others about Jennifer Convertibles 'lifetime cleanig warranty' I came across an alarming number of customer complaints with similar experiences in dealing with Jennifer Convertibles Customer Service department. I only wish I had done a similar search before I ever bought my Jennifer Convertibles couch,

How can leather last for only two years? They told us that environmental factors could have caused the peeling. My brother is a single person who does not smoke, has no young children in the house, and does not have any pets.

What other environmental issues could cause leather to peel, if it was not inferior or defective in the first place? I called the Selden store and was told that there is only a one year guarantee on the leather and that the extended warranty is very specific and will not cover peeling leather.

Then, when I called & e-mailed them they stalled until the warranty ran out. When I complained again they sent me a letter stating that they would fix it(with the same fiber filling that did not work before) if I would sign a release and not bother them again. I asked if they could use something more durable then the fiber they said no.


The sofa cost us over $1000.00

It is very uncomfortable and looks like it is years old. There are only 2 adults living in the home & the sofa has not been abused.

He also added that as-of-today the merchandise has been discontinued, and the only set available with the displace model. I could not understand how was this possible when our purchase was made in 11/19/06. So I got the run away, the store manager (Sam) never identified himself by providing me with his last name to address, him or inquire further over the telephone, but I was as instructed, I faxed him a copy of my receipt, so he could review and make a decision before the COB or by 5:30 pm. We as-to-date are waiting for (Sam) response to resolve this matter. Our purchase price was $2549.35.

Ric never mentioned this in the conversation nor did he circle this information as he did everything else on our receipts when we asked for the pick-up information. This was a deliberate withholding of information as the business now receives an extra $90 in income because we added Upholstery shield with the funds we thought we were saving.

When I called to complain Ric said he didn't know why anyone would not mention it and when I responded it was you who sold us the couch no response from him other than, a sarcastic..I hope you enjoy your couch.

The serviceman told us that they always break and Jennifer convertibles never replaces or refunds the pieces. They know they are defective and simply don't care. What a nightmare! We have a broken sofa and Jennifer Convertibles won't even return our e-mails!

$1300 - cost of the damaged sofa

The result right now is we paid an extra $249 for nothing. We have a dirty sofa, we bought a warranty and the company will do nothing to fix it. It looks like the only way this can be settled is through litigation. No wonder we are such a litigious society

Spent $249.97 for a warranty that is worthless. Total expenditure of $1753.85. for a new sofa that is stained. Technician Ruben who came out was no help. Patirce, customer service, was no help.

They will not allow me to cancel the order without a 30% charge of the furniture, plus they have $216 deposit on an $1800 couch. All I want, my deposit back and the contract canceled. They have not kept the verbal promise and can't make the written promise on our signed contract. This is not reasonable to wait 3 months.

I have new home with no furniture. I planned to have family and friends over for the holiday and was unable. It's created a personal hardship.

Not even a year and a half, the sofa set started to peel, crack, discolor and rip. After i saw the state of that luxurious sofa set that cost almost me two thousand dollars i quickly became furious and angry. I felt like i got ripped off, and i know a sofa set that cost the price that it did it should not be looking like that after that short period of time.

I shortly went to the exact store where i purchased the sofa set, and i spoke to the same sales person that sold me the set. I explained to him what was happening, and he gave a claims form, and he wrote on the top of it discolored. Mr. Paul told me to call and tell them that the sofa set is colored. Taking his advise i did so. After i spoke to a service representative, they told me that i was not going to be covered because they don't cover for things like that.

I couldn't believe it. So i told them the only reason that i purchased that particular sofa set was because Mr. Paul told me that i would be covered for anything that happens to the sofa set for the duration the sofa set was in my possession. A little while after they told its nothing they can do. So i went back to Mr. Paul and told him what the claims people told me, and he said that we would look into it. Mr. Paul also wanted me to take some pictures of the sofa set, and he would forward them to his superior.

Days went by and i didn't hear a thing from Mr. Paul besides when i would call him to find out the status of the situation. He promised me to call me after we talked and i still didn't hear anything from him. I went back to the store a third time, and i tried to wait for him, but i couldn't because i had my one year old with me, and i left a message with his co-worker for him to please call me, and he still declined to. I spent way too much money for that sofa set. I saved a long time, and put myself back economically because the sofa set wasn't worth the money. I don't have two thousand dollars to waste on a sofa set that doesn't cover me. If he would have been up front with me, then there's no way in the world i would have brought that sofa set, but he wasn't.

On 10/1/06 their regional manager in the NH store wrote on the front of the order that the order was cancelled and we would receive refund in full within 7-10 days. Almost two months have gone by with several phone calls and emails to various people in both the Boston and the NH store, as well as their customer service web site. No refund has been forthcoming.

This never happened and when we contact them, we are told the new order is not in the system and the technician never put it through. We have called maybe 20 times by now and the situation is still the same. A person named Teresa emailed the technician (finally after all those calls!!!), but no answer still. Now when we try to talk to Teresa, she's either at lunch or busy or pretends she's not Teresa. The situation is very frustrating and we feel cheated and abused by the company who is not living up to the contract they engaged in. I see many other complaints of this type and hope to receive some attention. Sincerely, Marie Cuenca and Tom Galvin

leather ottoman has a rip and is not being fixed. Paid for Warranty is not being honored.

We don't use our car much, so we weren't out back in the parking area to see the trash they'd left behind all weekend. Delivery was on Thursday; it rained Friday, Saturday, and Sunday. On Sunday night, our neighbor saw that we were home and dropped by to tell us about the boxes, which the delivery men hadn't even bothered to break down. (She had moved them into the parking spot of a neighbor with no car.) These things were refrigerator-sized boxes; there was no way the delivery men could think the garbage men would just pick them up, especially filled with balled-up plastic wrap and styrofoam.

So we went out at 9 p.m. on a Sunday night to deal with an immense, sodden, half-frozen pile of soaked-through cardboard and plastic, all full of fallen leaves and mud, all of which had to be unwadded and have all the water dumped out of it before we could bag it up for the garbage men. Needless to say, this kind of dumping is illegal and punishable by law. I called and registered a complaint, and was told my comments would be forwarded to corporate, but I don't expect that to change anything, particularly based on the problems other people here have had with more significant issues. This is just a warning: make sure your delivery people know to take the packing material back with them, or put it somewhere that it belongs.

I unzipped the zipper and showed him a section where the laminate had detached from the suede and he told me that he understood my concern but he valued his job and didn't want to lose it - which is understandable. I asked him if the company represents this as leather and he said yes. I asked him if he would have a hard time representing this to potential customers after seeing what he saw and knowing what he now knows and he said yes.

Ultimately, FYI, I went out and purchased a real leather couch. Sure, it cost 3 times more but at least you do no perspire sitting on it nor does it become untouchable due to the heat it collects being by the window as the bogus leather couch is. I have showed this couch to now less than 10 people between people in my office and friends and they have all said that it is obviously not leather. I am still in disbelief that Jennifer Convertibles has misrepresented a plastic couch as leather.

The economical damages are that I have paid over $1000 for a couch that is not being used and more than likely will not be used.

My attorney says I have no case because we did not buy the protection plan. After further investigation into the store, I have found out that they discontinued the bellisimo leather line because of the faulty leather. They went on to tell me that they have replaced couch after couch to customers who had purchased the protection plan.

I say, if you sell someone defective merchandise, and you know it, you should give something back to the customner.

$652 out of my account for 6 weeks and I still have not received the $200 that remains.

I lost time from my job to go to the store several times now to clear the matter. I had to put my adult daughter and her husband in a hotel when they came to visit because I didn't have a sleeper couch, which I purchased from Jennifer! I have been frustrated and stressed by the unfairness. No one wants to be dupped. Now i have a migraine.

The delivery people left with all my furniture because they said they were running really late and couldn't wait. I was told someone would contact me the next day. At 1:00pm I called the showroom and the manager tried to make up a dozen reasons I was at fault. When I refused to take his excuses anymore he offered to re-deliver in 2 weeks.

I have no furniture and they took my money, over $3000. They say they will take a delivery charge and restocking fee, then return the rest...SO UNFAIR!

When I called the store the next day I was intially promised they would get back sometime since the Manager was on vacation. I called back an hour later and told them about the Internet search I did on Jennifer Convertables and its less than stellar reputation. I was called back in several hours with a new delivery date of 7/28/2006 between noon and four. Well it's now after four and we will begin round two. We have had numerous deliverys and no-one has missed once, let alone twice.

Total of 8 hours off of work and three cancelled appointments.

When my furniture wasn't delivered by the specified time, I phoned the store and was told that the delivery person had an incomplete address for me. I requested that my order be cancelled. I tried to call the Jennifer claims dept., but never got through so I drove to the store to get a copy of my cancellation.

I am praying that the charges will be refunded to my account. After doing some research, I've learned that others have had similar experiences.

I paid for my sofa and didnt get what i paid for!

Afterwards, I rushed in my call to make it home hoping that my sofa bed, chair and ottman was not yet delivered. The delivery truck arrived at 2:00PM that afternoon. It was that evening I noticed a scratch on the leg of the ottomon. I could not contact the office the following day since I had to attend a graduation the day after. After arriving back from out of state, I decided to vacuum the room where the new furniture is located, and then noticed a very large rip in the black lining at the bottom of the chair, while ripped in the middle with the lining also torn away from the frame. The livery men had to know that there was a large rip underneath the chair. They appeared to be in a big hurry.

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Pieces were sent to me, and a tech was supposed to come out on Fri. the 3rd of MArch to repair it. He was to call me thrusday night, and let me know the time. He never called or showed. When I called the store, I was told that he was in traffic for 3 Hrs, why did he not let me know?? I have called and called and spoken to different people, and all they can say, is I am sorry.

Now, still less than a year from purchase date, a spring is almost poking through the BACK of the chair. So now what I have is a sagging leather skins AND inside spring/foundation trying to poke through. I've called the store again, and was told to call the 800-371-6111 and' they'll take care of it for me.' Yet if they didn't take care of it before, what makes me think they will take care of it now...that I have two complaints: improperly stuffed furniture that's markedly different than the same store sample, and now springs trying to poke through the leather? I've once again left messages at Jennifer's comsumer complaint department, as when I called a voicemail message came on and asked I call back during business hours.....which I was doing.

On Feb 9th I received a phone call from the store. A woman, Medija, told me the salesclerk who sold me the furniture was new and made a mistake. My furniture would not be delivered on the 10th as scheduled and she attempted to reschedule delivery. Reportedly when she attempted to reschedule on the computer, she was not able to do so. She said there was a "check guard?" on the order. All she could say was that there was something wrong with the check. She said she would e-mail the accounting dept to find out what the problem was.

I called her the next day and she said they had not responded to her various e-mails. At that point I told her I had checked my account and the check was posted to my account on Feb. 2nd. I requested that this matter be resolved immediately. She said she would speak with a manager and e-mail the acct. dept again.On Feb. 16th I called the store again. Again Medija answered. She informed me she had not received a response to her e-mails from the acct. dept. She said she would e-mail them again.

I got rid of my furniture the day before the original delivery date,so the new furniture could come into the house. I am also angry that they have had my monies for almost a month interest free, I lost interest on my money, and I have no furniture. If they keep my money for another month, it is another month of interest free use they will have.

We called our salesman and he said that the couch we sat on has been there for three years so that's why it was comfortable. NO ONE told us at the time of purchase that we had to "break in" our couch before it would resemble the couch we THOUGHT we were purchasing. Shouldn't that have been explained to us? I am honestly embarrassed to have any company try to sit on this "rock" in our living room, not to mention our own discomfort.

We then called the California office and they told us that we should have realized that hundreds of people have sat on that couch. In doing some investigations online (which we clearly should have done BEFORE purchasing) we found numerous complaints with the same kind of treatment from everyone from the salesmen to upper management. Elliot Spitzer had also stepped in a few years ago to get these people to step up their ethics but apparently they haven't complied yet.

have called and called and called the protection claims department and am getting nowhere. They did have a technician come out and he advised us not to have him redye the areas because they were too large and it wouldn't match and he felt we would have more of the same problem in other areas of the furniture since it was the dye that was fading when it would be wiped off. I have since called numerous more times and nothing further has been done. They tell me a supervisor will call me back and no one ever does. If I call they have no record of me calling previously. It is a constant run-around.

Jennifer Convertibles should be held accountable and stand behind their products and the protection guarantee that is offered.

After much complaining and about two hours in the showroom the next day. The general manager agreed to a redelivery. I waited two more weeks for the delivery to have a more abrupt, rude, and unprofessional delivery person visit my home. He not only used foul language while attempting to carry the piece up the stairs, he refused to put the piece into the hall where the other delivery people had placed it. When asked if he could simply place the piece in the hall as did the other delivery person he took the piece back into the truck and refused to bring the piece back into the house.

He proceded to call his dispatcher yelling and cursing at him in my apartment. When the dispatcher asked him to make another attempt to bring the piece into the apartment he refused, got in his truck and pulled off. He proceded to make accusations on a written report, that I was not allow to see, that I had threatened him and refused to sign a waiver, which was never presented. As a result I have yet to recieve my furniture and now must either, pick it up myself at the warehouse or pay $199 for a "KD" and $89 for redelivery.

The original salesperson and the general manager have both been sarcastic, rude, condesending, and unable to clearly and consistently define what Jennifer Convertible deems as a "reasonable attempt".

After a WEEK of calling to find out what was going on, the store manager agreed to refund my delivery charge and would not be able to deliver until the 21st of January!! I had to wait another month, and today when it arrived, the delivery people did not assemble and when they left I started to take out the merchandise from the boxes only find that both end tables were BROKEN AND SCRATCHED. The storage ottoman top was ALSO broken!

My wife took the day off from work to receive the things. Two guys came in and said that the bigger furniture could not come through the door frame (even though they did not try),one guy kept saying $200.00, $200.00. He said in order for them to take it back to the warehouse and dis-assemble and reassemble that there was a $200.00 fee. We told him that when we ordered the furniture, we had included all fees, We called the branch we delt with, there and then and they spoke with the guys.They brought in two boxes which appeared to be the glass tables, when I asked the guy if he's not putting the tables together he said it wasn't his job, even though the manager at the store assured us that everything, including the tables would be assembled.

When my husband and I opened the boxes with our tables, we discovered that we had gotten the wrong tables, we called and spoke to Victor Diaz at the store who said he would call us back. He never did. Sunday came by no one called us. On monday my wife called and spoke with Paul who had more of an attitude and annoyance that he had the right to be, we told hem that we were very dissatisfied with their service, at this time he got very irate and made very insensitive remarks to my wife.

She called corporate and spoke with someone named Eva, who called the store, to try and rectify our problems. My wife and I visited the store later that evening and spoke with Paul, who seemed to have composed himsely. He apologised and guaranteed that we would have EVERYTHING delivered on January,18th 2006. We asked him what time should we expect the delivery, he said he could not give a time, which is a huge inconveinece for us, my wife took another day off from work. they called at 11.00am that day, and said that truck should be there between 1.00pm and 5.00pm, they came 5.30pm, and without our correctted tables. Now they are saything that that on the 21st of January, we would be getting our tables. This situation is becomming very stressful and expensive.

I have called the showroom on multiple occasions and was told that they would call back with information which they never bothered to do. When I followed up myself, the person I talked to said they have no record of the calls. I finally went into the showroom and the floor sales people were unable to refer me to anyone with whom I could address my complaints. The time and personal aggravation this has cost is not worth this couch.

Little did i know that they told me since the 1 year manufacturer warranty has expired, they cannot help me. The only warranty currently on the couch is for any rip, tear, or soils but they never informed me that i had a time limit if i was not completely satisfied or did they give me the opportnity to take care of this in a timely fashion as i was always left on hold with their claims department.

Now, I have been told that more materials must be ordered and that in all liklihood it will take another 4 weeks to receive them. In addition, I will need to schedule yet another repair appointment. Which generally takes approximately 2 weeks after receiving the material. Per my contract with Jennifer's Convertibles, if damaged merchandise is not fully repaired within 60 days, the purchaser has the right to return the damaged piece and receive a full refund.

Although I have attempted to contact the general manager, Christine Henrique, on several occassions, my telephone messages and emails go unanswered. (phone calls and emails occurred on Nov. 30, 2005 and Dec. 2, 2005). I need to arrange to return my damaged merchandise and get a FULL REFUND. However, no one in the company seems to be willing to get back to me to make this happen.

We told them that the store informed us that they are suppose to assemble and set up the furniture, they told us, "all we do is drop it off, you are on your own". My husband and I unwrapped all three pieces of this heavy furniture, just to find damage from the splinters to our middle pillows on our large sofa, two screws missing from our chaise portion of the sectional. We called customer care on numerous occasions they called me once (I still have the message on my answering service). We returned customer care's call several more times, with no other responses from them. In the message they said they would send someone out to inspect the damage.

No one has attempted to come back to our home to inspect the damage or correct any of the problems with the missing screws and pillow damage. Not only have I been receiving poor service from the store, customer care, salesmen and store manager, I have defective furniture in my home. I did not pay for a defective unit, I paid my hard earned money ($999 + tax & delivery) for what I thought would be a quality made item in new and excellent condition.

I really wish I did more research regarding Jennifer Convertibles prior to the purchase. You cannot believe what is advertised in the store.

When I called the store where I purchased it in Farmingdale, my sales person was quite abrupt and told me she couldn't offer me any help or suggestions! When I tried to contact the headquarters in Woodbury, there was no way to connect to an operator and trying to maneuver through the computerized menu was quite confusing! By the time I connected to the customer complaint selection, I was holding for over 40 minutes when I heard a click and I was disconnected.

In fact every time I tried to call back and hold the line would be disconnected. When I couldn't get through to the customer service department I contacted the delivery service line where the deliveries are made through. They took my complaint down and after that nothing happened.

Finally, I got the delivery service to get a supervisor to approve a replacement mattress. The day they were supposed to deliver it I was given a delivery window of at least 5 hours ranging from about 10 to 3pm. After waiting until 3 nobody came,. I finally received a call after 4pm telling me they would be at my home by 7pm. Nobody showed up and when I called the delivery service, I was told they couldn't find my house. Yet they found It ok when the couch was first delivered!

I finally got the name of the head of consumer affairs in the woodbury office. When I spoke to the woman there, she told me that she would get me another delivery date and I would have a better mattress delivered. However, the day of delivery I got a call after waiting for hours I ran out just to return to get a message that they needed my address and that I must call back or they would have to reschedule! I didn't understand why I had waited hours when they should have had my address when the woman in Woodbury set up the appointment and she had my address and everything else in the computer.

To date, I have still not received my mattress and the sofa I bought is really not usable to sleep on! I had it delivered (and had complained to the company since July and now it is getting close to December and after 5 months I still have not had any satisfaction.

• It is clearly stated that seams are not covered by the leather guarantee. Seams may open over time, as sewing thread wears out. It is logical that Jennifer would not cover seam openings for the life of a piece of furniture.
• Jennifer has never in its 30-year history covered animal damage.
• Sales associates never say to a complaint "It's not my problem." Sometimes, however, we fail to successfully pacify customers who scream and curse at us.
• Each sales order has the dimensions of the furniture written on it when it is signed. It is also written on the front and back of the sales order that the customer is responsible for deciding that the furniture will or will not fit in their home. Jennifer salespeople are not psychic.
• There can be delivery problems and I personally believe that delivery service can be improved. However, if a truck breaks down it is not due to the negligence of Jennifer, Inc or the delivery personnel.

I could say lots more on the subject of Jennifer, Inc. as a "pig company." It is not. That doesn't mean that there isn't room for improvement, and the company is currently revamping the organization of their claims and customer service dept. The company tries hard to process complaints fairly, and its business practices are not illegal.

Moreover, sometimes people who buy furniture from us are clinically insane, and there is nothing our sales associates or company policies can do to remedy this situation.