Jennifer Convertibles Sofa Companywarranty issue and terrible cust svc!

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a verified customer
Verified customer

Do NOT Buy anything from this Company! Jennifer Convertibles has the WORST customer service I have ever experienced in my life. We ordered a Leather Sofa from them (and not one of their cheap ad models) and after tremendous delivery problems it arrived broken! After another month and additional delivery problems, the new one arrived. And yes we purchased the warranty - WHAT A JOKE!! After a year the front of the cushions have white dots on them. So I called the customer service number and told them of the problem. They made an appointment with me to send a repairman out to look at the sofa. The repairman never showed up and so I had to call again and set another appointment. When he finally came out all he did was look at the problem and say he would "file a report." I was told on the phone when I made the appointment that he would repair the problem - not file a report. Well after two months I received a letter in the mail that my claim had been denied!!! Will be filing a complaint with the Better Business Bureau and the FTC. PLEASE DO NOT BUY FROM THIS COMPANY UNLESS YOU WANT AN INFERIOR PRODUCT AND TERRIBLE CUSTOMER SERVICE!!!


  • Je
    jeanie annecco Oct 30, 2018

    I'm Jeanie Annecco and I purchased a sectional sofa, after storm SANDY I lost everything and I saved and waited to buy something good.
    March 13, 2018 I thought I bought the couch of my dreams! after a few months we noticed it was so uncomfortable to sit on. It hurts to sit !! Only 7 months old, I called them to complained and left messages, but got nowhere . Its a shame that this company is still in business !! I felt taken from the hard earned money I worked For. I'm definitely going to pursue this further! Maybe put this on TV.

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  • De
    Dean O'Leary Dec 12, 2013

    This company is arguably the worst furniture company I have come across. The product I purchased from them in 7/12 began to lose shape 6 to 7 months after it was purchased, therefore still within the 12 month warranty dates.
    Despite them originally sending a repair service out at the middle of April (8 weeks after I called AND the 1st of 4 visits needed), it has still not been repaired despite the fact that it is now almost over 8 months since I first called to complain that the sofa was faulty.
    I am now told by the company that the product is no longer covered by the 12 month warranty policy and they are no longer prepared to fix the problem. So considering the fact that I called 7 months after purchasing the product to report a fault, they have taken every possible opportunity to delay the need to repair the sofa until the warranty had expired.
    The company and their inability to honor basic contractual agreements is a very poor representation of the furniture industry that has many more reliable and honest companies than Jennifer Convertibles. I would strongly recommend looking elsewhere when buying furniture in the future as this company has no interest in the value of aftercare once they have sold you their product.

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  • Tr
    tryharder Jan 30, 2010

    I have a Klaussner suit that was delivered on July 15, 2009 and it is a piece of crap. They also do not stand b ehiond their warranties.

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  • Kn
    knowledgable1 Jun 12, 2009

    well I must say that you get what you pay for and what you advertise for. I agree Jennifer Convertibles sucks but uhmmm lady couch cushions were not meant to be stuck in a washer. So, if you had the inclination to take them to your washer and dryer I just can imagine what magic you worked with the cushions when they were being taken out. My guess is you got no help with this. The most you can expect is to be offered to puchase "components" which means individual parts of the couch to remedy your situation. People don't ever read what they buy and then they have the nerve to complain about it.
    The lifetime warranty only applies to food and beverage stains.

    My advice to the consumer is to not buy anything from Jennifer Convertibles that isn't their Klaussner models. Only the Klaussner models are made in the united states and arent cheap fiber board and cardboard pieces of crap.

    Anything else, Venice, Stratford etc are all just caseloads of chinese crap that cost them only about 150 - 200 a piece and will not last in any home that has heavy use of furniture kids or moderately heavy couch potatoes in it.

    Also, if the piece of furniture is not klaussner, its not really leather either. So don't get suckered into the whole Bi-Cast or Leather Blend concept.

    And don't harass the employees either because they are your only allies in your battle and if you come in yelling or threatening violence they will not defend you. They get paid ### wages and in the end most customer care issues come down from
    Marty Ehrlich -- [email protected]
    and John Dunican [email protected]
    [email protected]

    The companies corporate motto is this: sell the lifetime warranty because its the fastest 100 dollars they'll make with nothing to really uphold or upkeep. most people dont use it because you have to call and report every issue within a weeks time.
    and I MEAN every issue.

    and even then they'll never really replace your furniture because they can't afford to.

    Don't buy tables that come from the Venice line because they more often than not come into the warehouses off the train broken in the boxes.

    and if you DO receive damaged furniture READ THIS CAREFULLYYYYY -- REFUSE THE DELIVERY!!!
    do not keep damaged merchandise. The delivery drivers only get paid if they get it delivered. if you refuse it they dont so the quickest easiest way for the showroom to get you a new sofa is for you to refuse it and then they reorder --- buuuut! the same way your original couch took 7-10 bus days or more don't expect this replacement couch to come the next day. And again I must reiterate if you think that Jennifer convertibles gives yoooou a hard time imagine what they do to the people who they have to pay. Yeah, its not pretty.
    So be nice and save your anger for the GM's and VP's corporate heads of the company.

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  • Ro
    Rosemary De Maio Sep 06, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I bought a living room set from Jennifer Convertibles approx. 5 yrs ago and I just took off the covers from the cusions to wash for the 7th or 8th time. WELL!!! The stuffing inside the pillows is falling apart. At this time I have NO IDEA at all how I am ever going to get the stuffing back into the covers and have them look decent on my couch and love seat. I will contact the store where purchased to see what can be done. Why there is no ticking around the stuffing is beyond me. It falls apart when touched and I can't tell you what a hard time I had getting the covers off...I will let everyone know what the outcome of my complaint is because I fully intend to go to the store and see what they have to say about any "Lifetime Warranty" that I purchased at the time. The cushions are totally out of shape and at least now I know why. As you can tell I am truly frustrated and angry over this. I don't think 5 years is a long time to have furniture and truly expected to have this set last a lot longer. Would I buy at Jennifer Convertibles again? Depends on the outcome of my complaint.
    One more thing, when I moved is when I found out on moving day that only their technicians can disassemble their furniture to the tune of $400. That was not mentioned at the time of the sale... Adding an additional $400. to the move at the last minute was not only frustrating but very upsetting also. Everything had to be out of the house that day and there I was stuck with a couch that no one could move for me except their technicians.

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