Complain about a product or service

Jennifer Furniture

Delivery Problems

Jennifer Convertibles
• Sales practices
• Delivery problems
• Warranty
• Insider's View
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News
• Court Orders Jennifer to Reform & Pay Refunds
• NY AG Asks for Contempt Citation
• New Jersey Sues Jennifer

Alex of Plano, TX June 1, 2009

I ordered the Softee Sleeper Sofa from Paris at Jennifer Leather in Vienna, VA. I asked if I could pick up the sofa from the warehouse in Maryland and was told that I would only be able to pick it up on a Thursday and that nobody would help me load the piece. Since I did not want to take a day off to pick up a sofa I decided to opt for delivery at a whopping 99 on a 299 sofa. I was told, and my invoice clearly states, that my sofa would be delivered on Tuesday, June 2, 2009. I was told and once again, and my invoice states, "you will receive a courtesy call within a 5 hour approximate delivery window (the day before your scheduled delivery)."

Funny thing, at 5:00 pm the day before my scheduled delivery I still had not received my courtesy call. I then called Jennifer Leather in Vienna, VA and asked if they could please tell me when my piece would be delivered. I was told that I was not scheduled for deliverry, funny since my invoice clearly states, Tuesday, June 2, 2009 and I was charged 99! Apparently the local office is pretty powerless.

I spoke to a gentleman who told me that he would email the deliverry company, but that they have probably already loaded the truck and would not be able to get it to me tomorrow. He then proceeded to tell me that Paris, the sales associate that assisted me, would be in at 2 pm on Tuesday, June 2nd. Not sure how that is going to help me since I took the day off and will now have to take off another day. I NEVER received an I am sorry.

I understand mistakes happen, but how in the world can they charge someone for delivery, write it on their invoice, which the store has a copy of and then completely forget to place the delivery order- for ONE piece of furniture. I am absolutely disgusted with the manner in which this matter was handled or shall I say not handled. Please think seriously before paying for delivery. I paid 99, 1/3 of the price of the sofa for delivery. I took the day off from work and will have to take another. All together this fiasco has cost me 599. 2 days of work + sofa + delivery cost.

lorraine of san jose, CA June 5, 2009

I ordered a sofa on 02/02/09. I emphasized several times that if it could not be delivered in a work van or a pick up truck I did not want it. After explaining to her about my driveway, the steepness, how narrow it is and 300 ft. in length and knowing that large furniture vans would not make it up the driveway, she reassured me that this would not be a problem. She said that the delivery men were very good and said that they would get the sofa to me.

I paid her 300.00 and financed the rest for 3 months. I am retired and on a fixed income and this would work out for me.She stated that the sofa would be delivered in 8-12 weeks but that it never took that long. I did call her back in a few days and she stated that she spoke with her general manager and said that delivery would not be a problem.

I received a call from Jennifer on 05/03/09 stating that the sofa would be delivered on 05/10/09. I once again reminded her about the delivery issue and she again reassured me that her general manager had taken care of it and it was not a problem. Jennifer called back an Sat. 05/09/09 and stated that delivery time would be between 1-5 PM. I once again asked about the delivery truck and she said that it was taken care of.

On Sunday, 05/10/09 We waited until approx. 4:15 and the delivery man called us and said that they were at the bottom of the driveway and could not get up it because their truck was to big. I asked them if they had received instructions regarding delivery in a small truck and they said that no one said anything about the delivery to them. They then asked me if I had a small truck and would come dowm a get the sofa. I told that I did not and that I was paying 98.00 for delivery . Even if could get a truck, I had no one to carry it in the house. My husband and I are Senior citizens and mt husband is disabled. The driver then said that he would have to return the sofa to the store. I said OK and that I would let the sales person know what happened.

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

On 05/26/09 I called back inquiring about my refund and she said that there was problem with the paperwork and that it would be resubmitted, I aksed to speak with the generel manager and she said that he wasn't in. I then got the phone # for the main office and called and left a message and the machine said that they would call me back in 48 hrs. I'm still waiting. I called the store on 06/01/09, and Jennifer said that She just received the paperwork back and it was approved and that I should wait just a little longer for the refund.

On 06/03/09 I checked with the bank and I received a refund of I46.79 from Jennifer Convertibles. I am now furious. I went to the store, Spoke with a sales person, Jennifer was not there, told him the basic information and he said that they took out a restocking fee. I asked to speak with the general manager, he of course was not there either. He gave me the same number for the office that I had but he also gave me the general manager's name and extension. I called, got the same message adout them calling me back in 48hrs. I'm still waiting!!

Tom of Davie, FL May 31, 2009

We ordered a leather sectional and set a delivery for Saturday 5-30-09. They called prior and advised a window for delivery between 9am & 2pm. They also advised a certified check must be made for the balance. They arrive at 7:45am and the driver who could barely speak english could only say You have check? We told him no and it is too early anyway for the delivery. We asked him to return at 9:30am and he agreed.

He returned at 9am and again very rudely said. You got check? We explained I was on my way and would be back in 15 minutes with his certified check. The bank being about 4 blocks away. He calls his boss who told me they can only wait 15 minutes and then they would have to leave. I got a bit upset with him and told him I am getting the check and would be back in 15 minutes and that I should have at least 30 minutes worth of credit for waking me up at 7:45.

Needless to say they left in ten minutes after I left even though my wife tols them that I was down the block. Now they want another delivery charge or if I try to cancel they would charge me 30% of the order and I would have to pay the delivery charge anyway. Jennifer Convertibles delivery service is a total rip off operation. You can't call them and they are just looking to compound delivery charges any way they can. I haven't even received my furniture but can onlt anticipate problems reading the horror stories I have now heard from other consumers. Buying from Jennifer is a bad decision and I would advise consumers to think twice before considering buying anything from this company.

Lynette of Blue Island, IL April 21, 2009

I purchased a sofa sleeper in Jan 09 which included free sheet sets. I recvd the sofa w/o the sheets. I called back 1 wk later, assuming the sheets were to be delivered separately. I spoke with the sales associate who refer me to the mgr of the store. I was told they would check with the warehouse. 2 wks later no c/b. I called and was told they would email the regional mgr. 1 wk later I c/b and recv/d the run around. They advised they would contact the regional mgr.

1 wk later I c/b and asked for the regional mgr's name and #. I called and left a msg. No c/b from the regional mgr. 1wk later I left another msg. The regional mgr c/b and stated he would check into this matter and have the sheets shipped to me. 1 wk no c/b and no sheets. The mgr was not apologetic for the delay. He mentioned the 48hr after delivery call regarding problems and assumed I recvd the sheets. It has been 3mths and I have not rec/d my sheets. I will not purchase any other merchandise or refer anyone to Jennifer Convertibles. POOR CUSTOMER SERVICE NO SATISFACTION!!

Samantha of Torrance, CA April 10, 2009

We purchased 1 sofa, 1 loveseat and 2 recliners on 3/27/09. Delivery came in on 4/4/09 and the wrong sofa was brought to us. I called and Jennifer, the manager of the Torrance location refused to give me an estimated delivery date of the new sofa, even though we had paid in full. She said she would call Monday or Tuesday. Monday I called her, she said she would call Tuesday or Wednesday, on Wednesday I was called by another associate and told we would hear by the end of the week. Thursday the associate called and said delivery would be on Saturday.

We then asked about a delivery charge refund, to which he told us we needed to speak with Jennifer. When speaking with Jennifer on Friday she refused the refund and told us we were lucky they were not charging us another delivery fee for the correct sofa. She has been extreamly rude the entire time through the frustrating situation. We asked for her managers name and phone number, and while calling the number, the name she gave us for her manager- no one was employeed by that name by the number we called.

The consequences we have endoured are that we payed for a product, that we did not received when promised, we have dealt with extreamly rude people, and we would like the refund of our delivery fee since what was delivered was not what we paid for.

Christopher of Santa Monica, CA March 22, 2009

DO NOT USE JENNIFER CONVERTIBLE DELIVERY. We originally scheduled a Thursday delivery - which was then canceled 2 days later. I was told I had 2 choices: Saturday or the following Thursday. I happened to have plans that Saturday and knew it might be tough, but he told me to wait and see what time window I was given. Friday I was called and offered 3-7 and I agreed to take it.. That Saturday (while shopping) I get a call at 2:15 saying they're outside my building and are going to leave soon if no one lets them in. I remind the moron that the delivery window starts at 3 and he responds with 'we called 30 minutes ago and left you a message' (on the house phone of course).

SO - I tell them I can be there in 15 minutes if they just hold tight and he seems to agree. We DROP EVERYTHING and race home only to find they had just left (w/o calling). When I immediately returned the call to the number they called from - NO ANSWER. On top of all this, they have the audacity to say I will be charged a re-delivery fee!

I went into the store to speak with the manager and she made it perfectly clear she is both powerless and useless. The Master Computer that controls everything can't be changed - it has now been entered into the Master Computer as a 'missed delivery' and there's nothing that can be done. The Master Computer apparently had automatically charged me for a restock fee too. All she could do was GIVE ME AN EMAIL address and say I should write a note and hope for a refund or store credit? Can you believe it?

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

100 + time wasted + grief

David of New York, NY February 27, 2009

I have been trying since January 10 to get a sofa delivered to my apartment. I live in a co-op where the restrictions do not allow any deliveries after 4:00. On three separate ocassions the drivers from Jennifer Leather arrived at my building after 4:00 and therefore were not allowed access to my apartment. On the third attempt I was promised by the manager that they would arrive no later than 1:00. I checked throughout the week to confirm this time as I had already beened burned twice. At 4:00 the diaspatcher called my apartment to say that they would arrive in 20 minutes! Are they nuts!! Since January 10 I have had a problenm with the delivery of my sofa. They lie all the time and I have no recourse but to take them to small claims court. STAY AWAY FROM JENNIFER LEATHER!!.

Penny of Inglewood, CA February 20, 2009

I purchased on January 11th a complete Sofa, Chair, Ottaman and Loveseat total 2000. Couches delivered on January 15th, I came home allowed delivery, set up, went back to work. Later that night, sat on the couches and etc., to discover the Sofa middle is sunken and not acceptable. I called January 16, 2009 at 7:00 am spoke to CSR and was asked to allow 5 days for a call to discuss issue; I called back on January 23, 2009, as I had not received a phone call and was guaranteed to have a call that day, well I received a call on my home phone and specifically gave information for day time contact;

I emailed customer service on January 26, 2009 again (see attachment) to go over my issue and request a manager to return my call; no response asked to wait 24-48 hours: contacted Meryil  No response to date; Technician calls me on Friday, January 30th, leaves message on house phone he will come between noon & 3; Technician arrives Saturday, February 1, 2009, to say yes its broken, and I can order you a new cushion, UNACCEPTABLE, I didnt buy a used sofa, and will not accept a broken one, he asked me write that on his paper, I did so and signed the paper he left;

I called again Meryil on February 2, 2009, as I have not received a response via email to my inquiry and again left her a voice message asking for someone to call me back (see attachment). My issue still remains, that a defective product was delivered, I will not accept it and would ask that you either, pick up the entire package that you delivered, and/or deliever a new sofa immediately. 02/18/09 Finally call back to say they will fix the cushion (STRUCTURE IS BROKEN) and will not send a new couch that I paid for. I have now sent a request to put this charge in dispute and am awaiting a response.

Wants to fix a couch that should be delivered new. Its now February 20th, and I am unable to use the sofa and I have a family.

Naz of San Francisco, CA February 19, 2009

I am writing to you to complain about the horrendously poor treatment that I have been receiving from Jennifer Convertibles. I am very upset and unsatisfied with my delivery of NEW furniture that was delivered damaged (with scuffs). I sent an email on the delivery date: 1/23 reporting the problem and no one responded to me. It took 3 more phone calls by my husband (Demetrius Baker) and almost a month before we got an appointment for someone to come and look at the merchandise. Every time he called to follow-up on the issue, they said someone will call within five days. No one ever did.

After the third call, an appointment was scheduled for today February 19, 2009. I have been living with tags on my couches for almost a month - waiting for the right thing to happen (someone to exchange our couch). Yet, all the technician did today was take photos and say we would get a call in 10 business days to schedule a 6-hour repair! We do not need new couches that need repair! We need new couches! We paid for new couches! I want my couches replaced with what I paid for - new undamaged product. I want my couches replaced with what I paid for - new undamaged product. If I am the cornerstone of your company's success- I am not feeling appreciated with how I have been treated. This is not an acceptable way to treat customers.

Furniture Delivered Damaged over a month ago and the company is not offering to replace it and make it very difficult to find someopne who will resolve the problem.

Marie of Lansdale, PA February 11, 2009

Twice I went to the Hatfield PA store and the sales person just talked to her friends on the cell phone. I asked her the first time what the delivery fee was and she said 120.00. I asked if I could pick up the furniture she said YES. I went to the Abington PA store and the fellow there would not give me the time of day. I called Hatfield and asked about the furniture I wanted. She then said the delivery fee would be 160.00. I asked if I could pick it up and she again said YES but then added that I would have to go to the warehouse In New Jersey.

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

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