Complaint Review: Jennifer Convertibles - Shelby Township Michigan

Who ever might be reading this, please ignore the above response. That is from an employee who for some reason cares about the company. Just keep in mind, if this company was so good why has it been sued by two states for their business practices and lost! Please always beware, actually try to stay away from Jennifer C. they are not worth a dime, let alone hundreds of dollars!

I understand the "frustration" that everyone has with JennfierConvertibles, but everyone needs to understand that these are seemingly isolated cases where the customer simply does not read the agreement(as stated previously) or so happens to deal with a particularly poor associate. One rebuttal included the fact that the associate should in fact read every detail to the customer...Do you understand the unneeded amount of time to do such? I don't think that when you goto a car dealer, you read every little tiny detail(or the salesman does that either, lol). But if you don't then all of a sudden you got only $1500 for your trade-in, and procede to complain when your signature is already down, nothing they can do about it. Its simple for everyone, just ask the associate, "Let me sit down for 5 minutes and look over this." Basic procedure for signing a contract of any sorts and I'm sure an associate would explain if you had questions. In a particular showroom, the customer IS indeed explained EVERYTHING, but continue to get the same complaints. Also the customer "complained" about they had to disassemble the furniture. Who else offers this service?? And not only that it is only $200 to get it to fit almost anywhere you want. Most basments are very difficult to get furniture into. Its all stated on the contract, but anyone shopping at JenniferConvertibles, I'll go over the basics that the customer should be told. PLEASE CHECK YOUR MEASUREMENTS! IF IT DOESNT FIT WHEN THEY DELIVER IT YOU WILL BE CHARGED FOR DISSAMBLY AND REDELIVERY OR IF YOU CANCEL YOU WILL BE CHARGED A PENALTY! AND IT IS ALL DAY DELIVERY REGARDLESS OF A TIME WINDOW(DELIVERY COMPANIES ARE NOT PERFECT, THEY ARE BARELY EVEN GOOD)! There are also things that right up front the customer is not notified of, but is clear on the contract: 48-hour cancellation period from PURCHASED date, you can refuse delivery of defective merchandise (CHECK YOUR FURNIURE), we won't give you a hassle for an EXCHANGE (if the piece is NOT up to manufactuer's specification, call customer service and have a tech sent out), simply JenniferConvertible's cannot offer a refund w/o a restocking fee (Best Buy charges it for simple electronics, do you think the furniture comes to the showroom for sale as a floor sample for less than what YOU paid for it, for free????) Let me clarify, when you cancel, the piece gets shipped to a showroom (not free for the company), then gets sold (at LESS than regular price), so they have to cover those costs. Most cases just involve the customer not reading the contract or a new/misinformed associate, bottom line, furniture is a tricky business, and everyone wants something for nothing, its just plain impossible. Yes, the policy is strict, and most customers have trouble dealing with it because they stick to their guns, how else have they stayed in business over 30 years and have over 220 national stores (no obviously they are NOT local). Just a little side note, as a previous associate, I have even had people claim when buying a floor sample, "Wait, you can't help us get it in the car? Well, if I would have know that I would have NEVER bought from you." WHAT???? If it were damaged in the process, I would have to take money off and sell it for less, HELLO?? Geez, its a typical retail vs. customer ordeal, happens everywhere and at any given time. Hope some of this can be helpful to calm any complaints.

Just wanted to let you know after reading your experience with Aggie I felt compelled to share my own story on here regarding my experience with her. I have had a nightmare experience with 2 throw pillows I ordered for $90 that do not match my chair and they are playing a cat and mouse game to rectify. Also she lied to me regarding my delivery. They delivered at 10:30 (window was between 3oe 4 and 8 and we were home all day). Aggie told me they tried to deliver but we were not home. We had been home every minute of the day between my husband and I. As for the other comment in here, I really do not think it is about "reading the fine print" as much as it is about caring enough about a sale to take the time to explain everything. $200 is a lot to pay to disassemble furniture and not a common practice. You would think they would explain that in detail to a potential customer b4 the purchase to avoid the problem. But the goal is to have you buy and go away! Unfortunately as we were signing the paperwork our salesperson had 2 other families walking around the store that he needed to help and we were rushed through the paperwork. Nothing much was explained other than sign here and here and here. I can see how people could end up in a bad situation. It is obvious that their goal is to sell it to you and never see you again!! No follow up on the product at all. Hopefully you got your situation resolved! Buyers beware. For more details on what happened to me look for the submission from Macomb, MI.

Why didn't you measure the staircase and door prior to purchasing it. How old are you now? And you haven't figured out that salespeople will say and do anything to have you purchase something. Caveat Emptor.

First of all, Jennifer Convertibles does not pay to make, ship or store the furniture they make for the customer. The customer pays, and in this case, the customer paid up front, in full! The company did not have to pay out-of-pocket for anything! This customer paid for the whole thing, in good faith, and the company let her down! The contract information is in small print, on the back of the document, and the Jennifer Employees do not go over this information with customers...AT ALL! When a customer is dealing with a company which considers itself "reputable," they should be able to have some level of trust in the company! If a company doesn't put the costomers wants/needs first, the company deserves to go under! In light of the economy and the loss of jobs, a furniture company should be doing all it can do to keep customers happy in order to retain them and hope for referrals. Shame on Jennifer Convertibles and whoever it is from their company that is making excuses for poor customer satisfaction! Shame!

First of all, Jennifer Convertibles does not pay to make, ship or store the furniture they make for the customer. The customer pays, and in this case, the customer paid up front, in full! The company did not have to pay out-of-pocket for anything! This customer paid for the whole thing, in good faith, and the company let her down! The contract information is in small print, on the back of the document, and the Jennifer Employees do not go over this information with customers...AT ALL! When a customer is dealing with a company which considers itself "reputable," they should be able to have some level of trust in the company! If a company doesn't put the costomers wants/needs first, the company deserves to go under! In light of the economy and the loss of jobs, a furniture company should be doing all it can do to keep customers happy in order to retain them and hope for referrals. Shame on Jennifer Convertibles and whoever it is from their company that is making excuses for poor customer satisfaction! Shame!

First of all, Jennifer Convertibles does not pay to make, ship or store the furniture they make for the customer. The customer pays, and in this case, the customer paid up front, in full! The company did not have to pay out-of-pocket for anything! This customer paid for the whole thing, in good faith, and the company let her down! The contract information is in small print, on the back of the document, and the Jennifer Employees do not go over this information with customers...AT ALL! When a customer is dealing with a company which considers itself "reputable," they should be able to have some level of trust in the company! If a company doesn't put the costomers wants/needs first, the company deserves to go under! In light of the economy and the loss of jobs, a furniture company should be doing all it can do to keep customers happy in order to retain them and hope for referrals. Shame on Jennifer Convertibles and whoever it is from their company that is making excuses for poor customer satisfaction! Shame!

First of all, Jennifer Convertibles does not pay to make, ship or store the furniture they make for the customer. The customer pays, and in this case, the customer paid up front, in full! The company did not have to pay out-of-pocket for anything! This customer paid for the whole thing, in good faith, and the company let her down! The contract information is in small print, on the back of the document, and the Jennifer Employees do not go over this information with customers...AT ALL! When a customer is dealing with a company which considers itself "reputable," they should be able to have some level of trust in the company! If a company doesn't put the costomers wants/needs first, the company deserves to go under! In light of the economy and the loss of jobs, a furniture company should be doing all it can do to keep customers happy in order to retain them and hope for referrals. Shame on Jennifer Convertibles and whoever it is from their company that is making excuses for poor customer satisfaction! Shame!

All of the points this customer mentioned are clearly stated in several different areas of the purchase agreement the customer signs when they purchase through Jennifer Convertibles. The front of the purchase order states: "Dissassembly Charge: 199.99. Responsibility for the size of merchandise in regard to home delivery remains with the buyer." DIRECTLY ABOVE this statement, the measurements are given for each piece - if it is a sectional, each piece has its individual measurements recorded. This means that since we wrote down all the measurements of all the pieces, the consumer knows and should measure out beforehand the size of items in relation to doorways, rooms, ect. If the items do not fit, then we as a company cannot be held responsible since we stated very clearly the measurements on the purchase order that the customer signed. This statement is also on the back of the contract that explains the terms and conditions. A customer can cancel within 48 hours from placing the order for any reason and they are entitled to a full refund. Many customers do, for various reasons, a big one being that the furniture will not fit. Any cancellations after this 48 hours are subject to a forfiet of up to 30% of the purchase price. We have to pay someone to make it, we have to pay someone to store it, someone to move it, someone to deliver it, ect. This statement is very clearly written in the signed sales agreement and also on highly visible plaques above the counter of any Jennifer showroom. We even give all our customers a pre-delivery guide with info that specifically states there is a $200 charge if we have to dissassemble the furniture to complete delivery. The customer has to assume responsibility for not reading the contract or any of the paperwork handed out with it. All the terms are clear on the contract (the FRONT of the contract, less than an inch from the signature, not on the back where the fine print is located) and the customer agreed to them by signing the contract.