Complaint Review: Jennifer Convertibles

I purchased and paid for a new leather couch on Sunday, September 26, 2004. Was supposed to have my couch delivered on Sunday, October 3rd between 3 and 7 pm. Couch was not delivered. I called the company the next day and was told by salesman on duty that my order was one of three that was stolen at gunpoint in Santa Rosa previous afternoon at 5:30. They claimed they had no idea who was affected so elected to wait for the disgruntled customers to call them.

It might be interesting to note that my son-in-law is a Santa Rosa police dispatcher, and said no call ever came in about the "hold-up". Nor was this in the newspaper or on the television news. Was told I would be getting a call first thing following Wednesday for my new delivery date. Call did not come. I called them late that morning, and my actual salesperson answered, Barbara.

Barbara was extremely rude and told me that I had to wait until either October 28 or October 31 to receive my couch. I told her that was unacceptable and if I couldn't get it sooner, I wanted my money back. She told me I would be gettihng a full refund of my $80 delivery fee and would look into trying to get it delivered sooner.

I had to again call the store the next day since I had still not heard anything, and Barbara told me I could get it delivered the following Tuesday, October 12th and would be receiving a call the day prior with my four hour window.

She also berated me for purchasing the couch on the Sunday I did, claiming she told me she had the day off and I needed to wait until the day after so she would get credit for the sale! I was so shocked at that statement, I said nothing.

After coming home Monday, October 11th and finding no phone call, I was livid. I had to take the entire day off today, October 12th, in order to ensure I did not miss the delivery. I had to call them this morning and again my salesperson, Barbara, answered the phone. Instead of apologizing for all my trouble, she proceeded to blame my not getting a call on "system problems". I explained that having known of the problems, she should have been proactive and called me first thing instead of doing nothing.

I asked for the manager and she rudely exclaimed that it was her. She actually told me that perhaps I shouldn't purchase from them in the future (no problem there) and said she would cancel my order. I told her I still wanted my couch as I had been without furniture and did not want my order cancelled. I had to hang up on the woman because she wouldn't stop ranting and raving about my complaints.

At this point, I want my couch. And I want the return of my delivery fee. Barbara told me the delivery fee wouldn't be processed until AFTER I actually received my furniture. And then, it would be sent from New York and would take several weeks. I find this unacceptable. (My check has already cleared my bank.)

Would appreciate any help you can give me. And hope that someone in the corporate office cares enough to get rid of this particular manager and make some changes in their policies. Plus they need to make sure they only hired trained managers for the future.

Cindy
Sebastopol, California
U.S.A.