Complaint Review: Jennifer Convertibles - New York New York

Letter being sent to the corporate office if it works...

I find the level of service and miscommunication of your company to be appalling. After returning to the store at 920 Broadway to exchange for a smaller couch set, I was promised a call the next day for our delivery. I did not receive a call and then called the following day to inquire about the hold up. I was informed that there was a problem with the system and that I would again be called the following day.

Sure enough nobody ever called. After going back and forth, I learned that there was a problem getting the approval to switch the charges from the original couch I purchased to the new one and that the district manager would be approving it the next day.

Once again, this did not happen and after going back and forth with this office and more than two weeks after the exchange, I received a delivery date of 9/4/04.

As is your policy to call a customer a day prior to delivery to provide a window of time, I anticipated your call and gave you the benefit of the doubt that maybe someone had forgotten to contact me. The next morning, the day of delivery, I still had not received any call and then had to take it upon myself to call your office once again. I was then told that the delivery had been cancelled because the tables were not available and they were part of the package I had purchased.

This is totally unacceptable, as no information had been communicated to me. My wife and I changed our holiday plans to accommodate the delivery for Saturday and also had to cancel plans with company planned for Sunday since we are without furniture. I told the sales rep that day that something needs to be done to get the furniture to me as soon as possible due to the repeated inconveniences I have incurred. Furthermore, I believe the delivery charge should be waived.

I have just spoken to Suzanne from that location and she informed me that nothing can be done at this point. All of sudden it turns out that it was not the tables that were not in but the couch pieces itself. To me this is another likely story. The earliest delivery date that was provided to me is Friday/Saturday the 24/25th. I cannot imagine that a quicker delivery date cannot be provided.

If the pieces were not going to be here in the first place at this time, this should have been communicated to me originally. This is another example of miscommunication on your end. Suzanne can apologize all she wants on the company's behalf but absolutely nothing has been done at this point to keep me happy.

I know many people currently in the market for furniture, you can imagine the nice things I can tell them about Jennifer Convertibles. It is absolutely disturbing how everything has been handled to this point. Unless, something can be done by you, the corporate office, I will go out of my way to provide this information of your idea of customer service to all personal and business friends, and all acquaintances as such.

I am quite shocked at the handling of this whole affair. I could have gone elsewhere to receive better service, quicker delivery, etc. I convinced my wife originally that your company had a good reputation and excellent customer service.

In this day and age with the focus of business on the customer, it is amazing that you still operate like this. I trust, having brought this to your attention, this can all be remedied to both our satisfaction.

This letter will be submitted to both your website and your corporate office. I look forward to hearing from you soon.

Aaron

Brooklyn, New York
U.S.A.