We wanted new couches so we went to Jennifer Convertible in HB, CA. We found what we wanted on July 19, 2006 but they said the couches wouldn't be in stock until August 16, 2006. At that point we could come in to pay for them & set up delivery.
They were 10% off and Kimberly (sales person) could not confirm they would still be on sale when they come in. She suggested paying $50 up front to hold the sale price and I can pay the remaining balance when we purchase them. I paid the $50 on July 19, 2006. She wrote up an invoice for me with what I was going to purchase so all I had to do is bring that in when I want the couches. Oh yeah, my invoice is scribbled all over like a 4 year old wrote it up. She messed up the math a few times & said she can't issue a new invoice, so I have to use the messy one.
We went into the store on Sept. 11 to purchase the couches. (After Aug. 16th when she told us they would be in stock). She looked everything up & said it all looked good & ran my credit card for the remaining balance of $1970.20 (total of $2020.20, including tax & delivery).
I asked her when we could expect them to be delivered (thinking about a week). She said the love seat would be in stock in about 9 weeks. At that point the warehouse will call you to set up delivery (which takes a couple MORE weeks) WHAT??
I asked her why she would not tell me that BEFORE running my CC. She told me everything looked good.
She said that they don't stock love seats in the warehouse since they don't display them in the showroom. WHAT?
I asked her to credit my card NOW as I am NOT making payments for something that I wont have for 9 weeks. She told me that she has never done a same day credit before so to please hang on a minute so she can make a phone call. This was after she tried to convince me to wait 9 weeks for the couches.
My fianc & I waited a good 10 minutes while she argued with someone on the phone about how to do a same day credit. When she hung up the phone with whomever she was talking to she called them "F***ERS" loud enough for us BOTH to hear her. We were on the other side of the store. Luckily there was nobody else in the store. (Any time I have gone in there I was the only customer in the store, one time I saw someone else looking around).
After she called the person on the phone a "F****R" she told me we were all set & gave me all of my receipts. Still scribbled all over. The next day I went to use my CC for a $100 purchase at another store. The cashier had to call in my card since the machine would not take it. No Biggie, right...
Well he came back to tell me (in front of the other customers standing in line behind me) that my card had been declined. Knowing it was not his fault I said "that's strange I will call them when I leave here" & I paid another way.
I called my CC company to see why my card had been declined. I found out that I was over my credit limit because I had 2 purchases in the amount of $1970.20 from JENNIFER CONVERTIBLE the previous day totaling 3940.40. WHAT?
I called KIMBERY at the HB store to see what was up. She asked me if she got my voice mail earlier (she left me a message saying she had good news on my love seat, who cares I don't want it). I told her I got a message about the love seat but I am not interested in that. I am more interested as to why after being in the store for about 30 minutes the day before trying to get a same day refund I find out that my card was charged twice instead of being credited.
She said "oh yea, I noticed that later that night when I balanced out". She said it so casual as if this happens all the time. HHHMMM I told her a heads up would have been great. But instead you try to RE-SELL me the love seat that started this mess. She still tried to sell me the sofa/loveseat set that I was originally in there for. ARE YOU KIDDING ME!!!
I asked her what needs to happen to get this refunded ASAP & that I am very upset that my card was charged almost $4000 for a purchase I turned down after hearing how long it would take to be available. KIMBERLY HUNG UP ON ME!!
Since I was out running errands I decided to just go down to the store to get this taken care of face to face. I really wanted there to be other customers in the store so they can see what a RIP OFF this place is before they get screwed like myself & SO MANY OTHERS.
NOBODY IS IN THE STORE AGAIN...SHOCKING!!!
I walked in & asked for an immediate refund. I see a sign on the wall that states all refunds are handled through our corporate office. GREAT. She tells me the same thing.
I sent in a complaint in writing to the corporate office (seems to be the only way this company does things) & asked for my refund on Sept. 12 (day after the double charge). I called to see if I could talk to a HUMAN to get this handled quicker too. I found out they are in NY and they are closed for the day. I called the next morning & I was put in recorded message H**L. WHERE ARE ALL THE HUMAN CUSTOMER SERVICE REPS?????????
The first recording when I wanted to inquire about a refund said, "to request a refund, please contact the store you purchased your furniture from" then the line goes dead. WAIT A MINUTE, REMEMBER THE SIGN IN THE STORE???
I called the store to tell them this & that they need to process the refund... I could NOT get through. It beeped like a fax machine so I called NY again. The recorded message thing must have been broken because it just kept saying dial 2 for customer care. I did this 3 times then hung up to try again. SAME THING.
DAYS GO BY... I kept checking on line to see when I could use my card again.
My fianc & I decided to go back into the store on Sept 18 to see what was going on. The store manager was there. We didn't even need to tell her our names; she knew what was going on. She promised me that the corporate office was processing the refund. I made sure to tell her that her sales person KIMBERLY hung up on me & has been very rude since I decided NOT to wait 9 weeks for a love seat.
I checked my email & I finally got a response on Sept 18 (7 days after my request for a refund via email on their website, the ONLY WAY TO GET THROUGH) saying that my refund has been processed. I replied to the message because it "looked" like it came from a HUMAN, it had a name at the end of the email and everything.
I wanted to make sure my $50 was also refunded. That email was bounced back just as fast as I sent it. Again, WHAT? I called again. Guess what happened? Yeah, NO HUMAN.
Sept 19, I get a call from the store. It's the store manager asking if I got my refund yet. I told her no, I just checked on line to see if it went through yet. She made sure to tell me that the $50 will also be refunded since she just got confirmation from NY that the FULL amount was refunded. I checked on line again...still no refund.
Did I mention that the day I requested the refund and decided to NOT purchase ANYTHING from that store, we went to Ashley Furniture in Fountain Valley to see what they had???
They had a great selection of couches & love seats. Along with other furniture at great prices. My fianc & I found exactly what we wanted within about 10 minutes. Cheaper then Jennifer's & delivery was a LOT cheaper.
We made the purchase on Sept. 11, 2006 in the evening. Our couches will be here tomorrow Sept. 20, 2006!!
DO NOT SHOP AT JENNIFER CONVERTIBLE
Huntington Beach, California
U.S.A.Click here to read other Rip Off Reports on Jennifer Convertibles