Complaint Review: Jennifer Convertibles

We visited the Jennifer Convertibles store located in Dublin, CA - about 1 1/2 hours from our home near Sacramento. We are a single income family on a tight budget so we wanted to save money on our much needed furniture so we made a commute to make our purchase. We had no idea what a BIG mistake that was......

We found a set of furniture that we liked and could afford for $1300. Jennifer Convertibles wanted $250 extra to deliver the furniture to our home. We opted to pick it up instead to save the added expense. For the pick-up option the store offered only a 2 hour window on Tuesdays when the warehouse located in San Leandro, an additional 1 hour distance away, would be opened for us to come pick up the furniture. Six weeks later they called us to pick up the furniture. We did.

When we got it home and opened the boxes we saw that the bottom of the furniture was horribly manufactured with the fabric poorly attached with staples that were mis-placed and poorly adhered to the frame of the furniture. We were alarmed at the terrible manufacturing that had been used in this furniture. We decided at that point that we didn't want to keep this junky furniture.

Per the purchase agreement, we then immediately called the Customer Service number to report our problem - customers only have 48 hours to report problems so we rushed to do so. The agent took our information and advised us that Jennifers would not take the furniture back or issue a refund. Instead, they would have a repair person come and try to fix the furniture for us. They said that the repair person would contact us within a week to schedule an appointment to come out to our home to take a look.

The rep also said that if, and only if, the person couldn't fix the problem, AND if he/she validated that the furniture was irrepairable, would Jennifers take the request to an internal board to try to see about getting a refund. Disappointed and frustrated, we agreed.

The furniture repair person never called. So, a week later, we called customer service again. They told us to be patient and wait. We waited a few more days and the guy did call. About a week later he came to our home to take a look.

The repair person said that this particular manufacturer was almost out of business due to poor quality furniture. He said that this was just what you get from this style of furniture. He placed one or two staples in the fabric and left. We were just supposed to accept that we got burned and move on I guess.

We decided to put the furniture together and try it out. It was then that we found that one of the brackets were installed incorrectly at the manufacturing plant. The two pieces on the chair wouldn't go together. We couldn't use the chair in the set at all! The other furniture fit together so badly that the furniture is shaky and unstable. The upholstered areas are visibly poorly crafted in areas that are plain for everyone to see. We were feeling sick at this point and knew that we were stuck with pure garbage!

My husband called customer service again to let them know about the brackets. The rep agreed to send out a new set of brackets for us. My husband agreed to accept the brackets if Jennifers could express ship them to us. The rep said that the soonest they could get them to us is 2 to 3 weeks via ground shipment. My husband reluctantly agreed.

I was angry and wanted a better answer - REFUND. How can they get away with this??? I called customer service back and demanded a refund. The rep referred me to a manager named Greg Bardleman at 800-595-1422 ext 8932. I called him and left a message. He called me back two days later.

I explained the situation and asked for a refund. Mr. Bardleman told me that we are lucky that Jennifers is giving us the brackets at all. He said that the minute we picked up the furniture we lost all warranties and guarantees, even the one year manufacturers warranty. I understood right away that we had been ripped off by a rotten-to-the-core furniture retailer who doesn't care a bit about its customers. I told Mr. Bardleman that I would complain to the appropriate authorities and possibly file a law suit. He didn't care.

We decided to file a complaint here on the Rip-Off Report to start. We are also letting all of our acquaintances know that Jennifer Convertibles will RIP THEM OFF if given the opportunity. Everyone should beware! We are apparently stuck with this junk and praying that it lasts a while until we can save enough money for more furniture. We are just glad that we didn't get burned for more money than $1300.

Frances
Antelope, California
U.S.A.

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