ComplaintsforJennifer Furniture

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered furniture from Jennifer Furniture in late October 2021 .I was promised that it would be delivered in 12 weeks that there would not be any delay due to Covid . I was also told we had 30 to cancel . After 2 weeks we decided to cancel and was told we could not cancel and there would be a 15 percent restocking fee . The salesman ******* was quick to take the $14,000 . When time came for the 12 weeks to be up I contacted the store for an update . Then I was told it could take up to 26 weeks . After a lot of calls I received a call from **** the commerce manager. In the beginning he promised me that he would get to me by mid March . Every date he told me that it was shipping it never shipped . In my last conversation with **** on March 14 I told him if it didnt ship the next week I expect my money back which he agreed too. Now he will not return my calls . I got a call from some lady saying he would call me today 28th . He is still not calling and they wont return my money . They have lied through the whole process and dont care once they have your money .

  Business response

  12/02/2022

  Good afternoon, 
  
        This consumer's order PO# ******** *************************, complaint# ********, customer has been refunded $1329.00 as compensation and picked a different sofa which was delivered on 4/20/2022.  Thank you. 
  
  ****************************************** *************************
  Store Support
  Jennifer OPCO
  **** **************** ************ ** ***** **************
  

• Initial Complaint

  02/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the Bentley sectional sofa from Jennifer Convertibles [order #*****]September 21, 2021 and received it 2/8/22. The seat cushion was advertised and expected to be as written:Bentley sectional Mod and fabulous, the Bentley Distinctions collection shows off style and comfort. Two over two bordered back cushions and bordered, T-seat cushions are filled with a down blend to make the seating extra soft and crisp. Raised track arms curve to meet the seat cushions on the inside. Accent arm pillows are down blended as well plus add color and texture. A classic straight front border meets the block wood legs with grace.The cushions I received are foam wrapped in batting and covered by a zippered muslin with about 1/4" of down.The definition of "down blend" is : What is a down blend?Down blend cushions are a mixture of feathers and down combined for the ultimate level of comfort. When choosing a sofa for your home one major priority is making sure your sofa is comfortable and constructed for a long life span. Care and maintenance is a great way to keep your sofa looking great and feeling great. On 2/23 I called my sales person, *******, who told me "it takes time to break it in" whenI told her it's the cushion has hard feel and is not down. She asked for a picture and I texted it. I called web sales customer service and ****** said he'd send customer service an email, as did I. I called corporate, ******************* @ ************, who said a technician will look at it to process a return. Both did not call back nor did a technician call on 2/24. A manager, [ not sure of name ?**** ************] called today, 2/25, and tried to convince me what I received is "down-blend". I asked for a pick up for a return and refund because this is not what I ordered. He said it's the manufacturer who made this. I told him he's responsible for the misreprentation of the sofa as "down blend". I want a refund. What I received is not a "down blend" sofa.

  Business response

  12/02/2022

  Good afternoon, 
  
        This consumer's order PO# ******** *** *******, complaint# 1******* was compensated $434.50 to keep the furniture "as-is" as of 12/7/2021.  Thank you. 
  
  __________________________________________
  ****** ******
  Store Support
  Jennifer OPCO
  **** *********** **** ************ ** ***** ***** ********
  

• Initial Complaint

  02/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered items online on 9/15/21 . I was told that the items were in stock Then I was told they are back ordered I received 2 items but no the other 3 I was told in November that the rest of the items would be delivered in February I called today and was told they have no idea could not help me or give me any information about the order and I need to wait for someone named ****** to call me

  Business response

  12/02/2022

  Good afternoon, 
  
        This consumer's order PO# ******** *****************************, complaint# ******** order of sofa and table set has been cancelled and refunded $1110.48 as of 3/3/22.  Thank you. 
  
  __________________________________________
  *************************
  Store Support
  ******** ****
  **** **************** ************ ** ***** **************
  
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an all white marching king sized bedroom suit on Septemeber 1, 2021 in the about of *****. After not receiving any information on delivery I emailed and was told the furniture would be here the end of September. It never came, I never got any more emails. I had to email them again to ask, most of the time they would not respond with an email but would call me instead. I was promised that the furniture would definitely be here before Thanksgiving and it wasn't. I was called and told I would receive a 300 credit to my affirm account and they only refunded 200. I was promised 4 different delivery dates that didn't happen. The furniture was finally delivered yesterday and is damaged. The chest of drawers is not the one I ordered does not belong to this bedroom group. Every piece of furniture has scratches and dents from I'm guessing tow motor lifting it and shipping. It wasn't handled with any kind of care obviously. They lied to me at least 5 times about the delivery date and then also about the refund then this damaged mis matched furniture shows up here. If it's been over 60 days the affirm account I used to purchase this will not get involved and I'm contractually bound to continue to pay foe this torn up mix matched bedroom group that is 5 months late. I want a refund or a new set of furniture that is what I ordered without damage. This is the worst experience I've ever had with a company.

  Customer response

  01/30/2022

  They know that I don't want a replacement I've made it it very clear that I want a refund and the correct chest of drawers delivered to me and for them to pick up this one they sent that I did not qgree to purchase. Also tried to call the warranty department and was told this number was disconnected not to start a replacement but to ask them if this is how this company always handles their business.

  Business response

  02/28/2022

  To Whom it May ******************************** was responded once before as the consumer is aware of our non return policy. On 12/22 customer was advised to call ServeCo regarding the damages. ****************** never did then when requested to do so and we Jennifer Furniture never knew ****************** had not opened a claim as per our procedures. We will open one for her and ServeCo needs to inspect the furniture. Upon the inspection we will proceed with repair or replacement.

  During a long period of time, Jennifer Furniture was operating under strict COVID-19 policies and procedures.  Please be aware that we have experienced and continue to experience unprecedented manufacturer-wide demand and delays,along with operational challenges that *** create unforeseen delays. We will make every effort to communicate in a timely manner as conditions change with all our mutual customers.
  
  Thank you for your continued patience, business, and support during these times.

  
  Kindly close this dispute.

  
  Best Regards,
  
  
  *******************-Director of Customer Service
  
  ************  
  
  *************************- Office Assistant

  Customer response

  03/03/2022

  Better Business Bureau:
  
  my complaint has NOT been resolved because:

   I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that, For one it is ******************* not *** *** again, I was not made aware of any policies from this company and they called me on the phone to beg me me not to cancel my order. I realize now that this is because the company that I used to finance this purchase will not get involved with any complaints after a certain amount of time and also I was repeatedly lied to during these calls as to when I would actually get the furniture. Along with the furniture arriving months past when I was promised damaged, they sent a completley wrong piece of furniture that they have not responded to me about sending the correct piece. I have since talked to another company about the damage on the furniture and was told they do not handle the wrong piece of furniture I was sent and so there is still the fact that I have a chest of drawers here that I did not order and the chest of drawers I did order and paid for has not Been sent to me nor have I once been contacted or answered about when I would get the chest of drawers and that constitutes a theft. The company that called me regarding the damage has a different contact number than the one someone sent me from Jennifer furniture that was not a good number when I called it. I was never told covid was rhe reason my order was late and no policies were ever discussed with me. This company has not done anything to try to make right this sale besides lie to me and send off a wrong phone number for me to call. 

   

   

   

   

   

  
  
  
  
  
   
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 15 I made a purchase of bed order number for $1105.51 from Jennifer furniture. I chose to use affirm to pay over time. During the time of purchase the website indicated longer than expected delivery times but I was reassured due to the seemingly fair cancellation policy on the website. I was then informed via automated email that I would be updated within 48 hours of the estimated delivery time. On Thursday December 16 I received an email with an estimated deliver time of ***** weeks. Needless too say I am unable to wait 3-4 months for a bed. I immediately contacted the provided online sales number where I spoke to a representative who told me i need to respond to the email and she couldn't assist me with the cancellation. I thought this was strange and conveyed that. She then stated " I know we are a small company". I then sent an email confirming cancellation of this purchase. On Friday I received an email saying they would refund me 150 dollars towards any other furniture item. I was confused and again explicitly stated I want to completely cancel the transaction. I then got an email they would forward this to the cancellation department who would get back to me once processed and it could take up to ***** days for a refund due to the finance (affirm) payment method. I then asked where this was in writing . They also did not give me any follow up contact information for the cancellation department and I have not been able to reach anyone via phone. I tried the online chat who was clueless and even provided a cancellation policy not present on the website and different from the one I received via email with my purchase agreement. I shared this and my purchase agreement and she said "Oh I see". I even pointed out based on the mysterious agreement she provided me (cancellation within 48 hours or subject to 30% fee) that I was within the 48 hour window. I just want to cancel my order and receive my refund to purchase a bed.

  Business response

  12/02/2022

  Good afternoon, 
  
        This consumer's order PO# ******** ******** *****, complaint# ******** order has been cancelled and refunded as of 12/27/21.  Thank you. 
  
  ****************************************** ****** ******
  Store Support
  ******** **** **** *********** **** ************ ** ***** ***** ********
  

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a king size Lyon bed frame on 10/06/21. Since that date not only havent I gotten an update on why my order hasnt arrived but they refuse to respond to my inquiries. Ive tried via the phone, e-mail, and live chat. Ive requested a refund and my request was ignored. Ive spoken with other customers from Jennifer Furniture and they detailed similar experiences.

  Business response

  12/02/2022

  Good afternoon, 
  
        This consumer's order PO# ******** ****** *********, complaint# ******** order has been cancelled and refunded as of 12/17/21.  Thank you. 
  
  __________________________________________
  ****** ******
  Store Support
  Jennifer OPCO
  **** *********** **** ************ ** ***** ***** ********
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 1, 2021 we purchased and paid for a sofa from Jennifer Convertibles in ****************, ** ***************). Our Order Number is ********. The sofa was delivered to our home in ** (*******************************************) at the end of July. The sofa was damaged upon delivery. The sofa is a recliner and does not recline. We agreed to accept delivery with the agreement that the manufacturer would send replacement parts to Jennifers service center and repair the sofa at our home when the parts arrived. We have been calling Jennifer and their repair center for several months without results. The service center has informed us that they cannot get the parts from the factory. The store in ****************, ** has promised to call us back many times but we have yet to receive a call from them. We call them repeatedly but they always tell us to leave a message and someone will get back to us. At this juncture we are requesting a refund for the sofa ($2,135.00).

  Business response

  12/02/2022

  Good afternoon, 
  
        This consumer's order *********************, complaint# ********, we gave the customer $500.00 to keep the ******************** "as-is".  Thank you. 
  
  ******************************************
  *************************
  Store Support
  Jennifer OPCO
  **** **************** ************ ** ***** **************

  
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is in regards to Order #********. We've purchased a sectional sofa at Jennifer's Furniture on April 1st, 2021 at the ***** Place location. After waiting almost 5 months, we finally had a sofa delivery on August 26, 2021. As the sofa was being set up, we saw that the 2 pieces of the sectional did not fit together and both pieces were actually wrong. We immediately informed Jennifer's Furniture at ***** Place and they realized that the salesman had ordered the wrong pieces. They promised they would fix the problem by ordering the correct configuration and giving us compensation. Despite multiple calls to the business, we kept getting the same answer. "I've contacted corporate about compensation and they have not gotten back to us. I'll email them again." We have had to wait another 3 months for the sofa. I had to get an additional couch during this time. Additionally, communication has been extremely disappointing. We had to call multiple times to follow up and each time has led to no updates nor resolution.

  Customer response

  01/13/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Jennifer Furniture regarding complaint ID ********.
  
  Sincerely,
  
  *************************************
  

  Business response

  12/02/2022

  Good afternoon, 
  
        This consumer's order PO# ******** ************************************* order under ***************************************, complaint# ******** order has been exchanged and $289.00 was given in compensation as of 10/11/2021.  Thank you. 
  
  ****************************************** ************************* ***** *******
  Jennifer OPCO
  **** **************** ************ ** ***** **************
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩