Dealing with Jennifer Convertibles has been a nightmare. We bought a sofa bed late in October with a November 20th delivery date. That date came and went and a Tuesday before Thanksgiving delivery date was arranged for between 9 am and 4 pm. That was change number one.
Unfortunately, I was diagnosed with Esophageal Cancer on the new expected date day of delivery and the Gastroenterologist called us in to talk with him, at 5:45 pm. At 4 pm we called the Freehold (NJ) store and asked if delivery was still scheduled and they said it was. We didn't ask for postponement. Instead, we left our younger son home to wait for the sofa bed - though he wanted to see the Dr. with us.
After seeing the Dr. we called our son from the road and he told us the couch hadn't come yet. We arrived home at 8 pm and called the local store and they told us to wait until 9pm. At 9 pm we called again and they told us "the truck broke down" and we'd get the sofa bed Wednesday morning. The day before Thanksgiving, which was to be at our home.
On Wednesday morning the couch did not show up and we called again. They didn't call us. When we called, we were told the couch would not be coming until the Tuesday after Thanksgiving. Note that the store never called us once - we chased after them each time, to no avail.
My mother-in-law came in from Denver Colorado for Thanksgiving and to be with us through the terrible time (my cancer) and expected to sleep on the sofa bed. With that not happening, we had to put her up in a local hotel at $125 per night - for two nights.
We then had Thanksgiving at our house with 12 people and no place to sit except for the kitchen table. Everyone was annoyed to be forced to sit in a hot kitchen with a Turkey in the oven.
On the Tuesday after Thanksgiving, the couch was finally delivered. The store manager never called to follow-up and see if we were now satisfied. However, we called her to complain and she said she had no power to help us and that there was no one to call in regional management. That seemed odd.
She also admitted to us that there were many problems at the company and whenever she complained they would never listen to her. She promised to refund our $75 delivery fee as a courtesy. She said we would get a check in ten days.
I filed a complaint at the company web site of Jennifer and there were no phone numbers listed to call, by the way. These people do a great job of hiding themselves.
It was an online form I filled out. My wife called another Jennifer location and had to trick them into giving her a Long Island phone number to call. She left a message for some regional manager to call us back. He never called us back and it took over a month for customer service to respond two my first and then a second on-line complaint. I found it humerous when the customer service person apologized for taking so long to call us since there were so many web forms submitted by angry customers - remember it took 4-5 weeks for them to finally call us.
The young girl in customer service told us our delivery refund check was still being processed and all the company would do in addition to returning that money is grant us a 10% discount on a future purchase, excluding clearance or sale items. This was another insult as, all it was designed to do was get us to buy something else and spend more money at Jennifer. We refused their offer and demanded more consideration.
They then offered us a token discount on a chair that matched our sofa bed. We felt they should just send us the chair at no cost for our hardship - a very complex and poorly executed purchase that we made - with us paying top dollar for the sofa bed in the first place!
It is now almost New Year'e Eve and we still have not received our $75.00 refund. The main phone number for Jennifer is menu driven and you cannot even get to the customer service department manager via that number. There is no way to reach a live operator.
This is definately a fly by night company with poor management, non existant customer service and without a drop of integrity. To them customer service means enticement to buy additional merchandise rather than satisfying customers that are wronged in the first place. And...they do not keep their word on promises made. Of course they were to refund the delivery fee after what they put us through. How about our time (I'm a self employed consultant) waiting in and not being communicated with at all. Jennifer needs to do more and customers should take this matter as a reason to stay away from this terrible retailer.
You know - much pales in the face of a cancer diagnosis. You would think that people in customer service would be more understanding and feel sorry for what we went through in our extreme case. However, we were treated as if my cancer were a hang nail and that they were only interested in keeping my money and forcing us to accept poor customer service. Stay away from this schlock operation.
Freehold, New Jersey
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