ComplaintsforJennifer Furniture

• Initial Complaint

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  . I originally purchased a couch for my daughter as a housewarming gift. The couch was not big enough for her so I to give it to my son. He needed a sofa bed I changed the original order for a sofa bed. I was charged $170. Restocking fee and $399. Transportation fee. I was told I would have to pay another restocking & transportation fee for an item I just ordered on Saturday. I was given a 6-week time frame before it can be delivered. I being charged $240.06 as a restocking fee and $399, transportation fee for an item I just ordered on Saturday 7/13/24. I paid fees for the first item.

  Business response

  07/18/2024

  Hello, this customer has made 2 purchases. The first purchase under PO# ********, the customer purchased for her daughter but her daughter did not need and customer decided to give to her son.  However, her son realized it was a regular sofa and her son needed a sofa bed.  We canceled her order under PO# ******** in which the customer forfeited a 30% restocking fee and we took the remaining fee and placed under her new order for her son under PO# ********. The customer only paid a difference of $199.99 because this is a long distance delivery to **************. The customer and her daughter both reside in *** and the delivery charge is much smaller since it is a local delivery. We did absolutely nothing wrong as there is nothng to be refunded. The only upcharge is the long distance delivery fee which is standard on all our orders for fees outside of the TriState area. Thank you. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My purchase order is ******** on 4/28/2024 I made an online purchase of a Tess ******** L shaped Sectional Sleeper in Gray. I received an email on 6/7/24 with a receipt for the furniture and was informed on that date once you accept the furniture into your home you cannot return or replace the furniture.The furniture was delivered on Wed 6/5/24... There is a part of the furniture the "sectional" attachment that is too big and the delivery team was not able to bring it into my basement. I immediately contacted Jennifer Furniture and they collected an additional $300 dollars stating that is the charge for a "technician" to come to my home take apart the sectional bring it to my basement and complete assembly of the furniture,I paid a total of $2663.97 for the furniture, shipping, delivery and an additional $300 for the "knock down" of the sectional. I was told on 6/5/24 I would receive a call within 24/48 hours from the technician but have not received any such telephone call. Now I can only reach their voice mail and nobody has contacted me with the name or telephone number of the "alleged" technician.I also reported on the 2 seat sofa underneath the headrest, there is a tear/rip were the "stuffing" is not secured. I was told to submit a claim to Serveco.com which I have already completed under claim number ******.Jennifer Furniture should be ashamed of the way they handle business and treat customers. I want someone to respond to my concern, schedule a date to complete the assembly of my furniture and evaluate the rip/tear in the furniture. It is very suspect that they sent me a receipt for the furniture on 6/7/24... I never received a receipt for the additional $300 dollar "knock down" price and now they are avoiding my telephone calls.They need to refund me my money ASAP .. I want to warn other consumers not to purchase any furniture from Jennifer Furniture to my their shady, dismissive and irresponsible business practices. I

  Business response

  06/14/2024

  Hello, we will be reimbursing the customer the disassembly fee back. We apologize for the inconvenience. Thank you. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sectional sofa from Jennifer Furniture in April 2024. I reviewed the dimensions of the entryway with their representative & was advised by them that the delivery would fit into the entryway. Upon delivery, the largest piece (sofa), would not fit. They asked that I keep the sofa section in my garage, and they would contact a technician to disassemble to sofa portion, then reassemble it once it was taken into my home. I was not comfortable with this, as they could not give me a timeline as to when the tech would come, and my garage has flooded in the past. I had the delivery men return the delivery. Jennifer Furniture then said it would arrange for another delivery, and have the technician show up the same day to disassemble and then reassemble the sofa. This was scheduled for 6/7/24. The delivery was made, and the technician that was here to disassemble then reassemble the sofa showed up a few hours later. Upon arrival, I was informde by the technician that the sofa was one piece & not able to be disassembled. I contact Jennifer Furniture & was advised that they were working on a solution. I contacted them again via chat and was advised that if I wanted the delivery returned, it would cost me an additional $1000+ for restocking fee, delivery fee, etc. I explained that if I had not be assured by their agency that the sofa was able to be disassembled & reassembled, that I would not have accepted delivery in the first place, as the sofa will not fit into any entryway in my home. I was advised that there was nothing they could do. I requested that they send me a loveseat (whicjh fits) that could attach to the sectional & they could have the sofa back. They refused. I requested a refund, and was advised of the over $1000 cost to do so. I would not have accepted delivery if I was not wrongly advised of their abiltiy to disassemble then reassemble the sofa. I believe I was deliberately misled by the agency.

  Business response

  06/14/2024

  Hello, we will be reimbursing the cost of the expense the consumer paid to have someone take off window panel to bring the furniture in. Unfortunately, we do not provide these services because this is a liability issue and our delivery company's insurance company does not cover for that. Thank you. 

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid $300/additional in Dec 17/2022 for Sofas that were delivered in Feb of 2023. The $300 additional was for CLEANING. They promised any kind due to kids or if dirty or anything..no problem and any number of times you need it for the next 3 years. We bought it because we have kids. I contact them for this warranty on 3/27/2024 and they said you will not quality because they don't do cleaning for normal/wear. AGAIN, THIS IS NOT WHAT WE W ERE TOLD IN THE STORE. I had a baby pee on the sofa..which i tried to clean with just water and dish soap and it left a water ***** There is a also a crayon **** on the corner of a pillow. They asked for pictures and such and just yesterday 4/28/24 DENIED my claim! I WAS SCAMMED!

  Business response

  05/03/2024

  Hello, 

  This customers claim was turned down due to accumulation of stains. The service plan, which is attached, states that all stains or damages must be reported within 30 days from the time it occurs. Unfortunately, the customer's ******************** has accumulated stains through out the furniture - see attached photo. The claim still stands. Thank you. 

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: it took the business 2 weeks to come to my house to take that photo....The incident was reported the minute it happened.  There is a stain and it needs to be cleaned. 

  I am still requesting my money back. I have never used the policy and do not trust the business to do the right thing here and hold up their end of the bargain. 

  *************************
  

  
  
  
  
   
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a three-seat sofa for my mother from Jennifer Furniture on 3 December 2023 and it was delivered on 5 February 2024. The item we really wanted was a three-seat sleeper sofa so after contacting Jennifer on 13 February, they agreed to pick the sofa and proposed an offer that included a a restocking fee and a fee to purchase the three-seat sleeper sofa we wanted. The same day they reneged on the offer and my mother is now stuck with a sofa that she didn't want because of an innocent oversight. Here's the offer that Jennifer Furniture reneged on: Hello Makeda As per our conversation, you would like to switch the genoa sofa with the genoa sofa sleeper.We usually do not do it at this point in the order, but i will do my best as i know how upsetting it could be to have ordered the incorrect item.There will be 30% restocking fee of the merchandise.Pick up fee $499.99 And re-delivery fee $499.99 Kindly confirm this and we will be proceeding forward.Thanks ______________________________________________________Pupul Chopra Director ********** Jennifer Furniture ********************** ************ **************************

  Business response

  03/04/2024

  Hello
  

  As per my conversation with the customer, she called at the time of delivery saying she is receiving the sofa and not the sofa sleeper. She agredd that she had made the mistake, i told her that i will make an exception for her and asked her to refuse the sofa and we will re order the sleeper with fees applied, she agreed to it. 
  
  Later checking with the delivery company they told us that she has kept the sofa and not returned it.
  I told het that we cannot now make an exchange as the sofa is being used in her house and we cannot take old furniture back as we cannot resell it.
  She said she didnt want to be inconvenienced by not having something until she got the sleeper, i explained to her that i will not be able to take the sofa back after being used for weeks.
  Thanks

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a convertible sofa and love seat Nov. 17, 2023 from Jennifer Furniture online for $2,723.79. I have yet to receive it and every time I call or email to ascertain when my furniture will be delivered, I am told another 4-6 weeks. I just called again today and was told at least another 2-4 weeks as there was a delay in shipping. Previously, it was a delay b/c of the holidays, then a delay with the manufacturer, now a delay in shipping to warehouse. This company is based in **************, it is unacceptable that I will be waiting 4 months for furniture that is almost paid for but not yet received. Nothing has been done by the customer service department to resolve this issue other than saying it is out of our control. You are the company, you need to take control and insure that consumers receive their furniture in an acceptable time frame and stop using excuses as to why it is not yet delivered.

  Business response

  02/14/2024

  Hello, the customer was informed the ******************** was arriving yesterday 2/13 & they will contact to schedule delivery within 2 weeks. Which the furniture did arrive and the customer scheduled already delivery for 2/16. Thank you. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a sectional from Jennifer Furniture. We wanted to take advantage of the New Years Sale that was going on so I called the websales number and asked when the sale would be ending, the woman on the other end said in 2 hours. I said we would like to order a Bovarian Sectional but its very important that the right side while looking at the sectional be the long end, She told me what I wanted was a 3 piece right facing sofa. I asked her if we can order it, she told me I would have to order it myself online. I went to their website and picked the config and the image corresponded with what we wanted. I attached images from the website with both right facing and left facing. We then received an email with an image of the sofa we wanted, with the right side being long end, image also included. When we received the sectional. the left end was the long end. I told the delivery guys that it was the wrong sectional and showed him my confirmation order. They agreed. I received a call from the delivery service's manager while they were still at my house and he said that I can keep the couch for now and Jennifer would send the right one. Talking with Jennifer I can only speak to one person, there is only one phone number I can call ************. I am being charged close to $900 for a restocking fee, a delivery fee and a take away fee. They have told me that the images were glitches on their webpage and confirmation emails. They gave us an ultimatum whether we pay the money today or be stuck with a couch that doesn't fit in my living room. They will not accept any responsibility and will not let me speak to anyone but this one person named *****************, who claims she has no superiors. We just want what is fair, there was no way to know we were ordering the wrong sectional. They have since continued the sale and fixed the websites images. Please help us get the restocking, delivery and pick fee charge back, thank you. Order recieved 1/19/24 add money paid 1/24//24

  Business response

  01/30/2024

  Hello, the customer received what they have ordered. When the furniture arrived, the customer realized they have chosen the incorrect configuration.  We will refund on what he paid for the furniture & the additional fees but we will not reorder. The customer can keep the ******************** "as-is".  The only way we can reorder the furniture is by paying to what they agreed with the director, Pupul, which was pay the restocking fees, redelivery fees and pick-up charges. Other than that, we cannot order and if the customer does not want to accept, we will reimburse the fees they paid. Thank you. 

  Customer response

  01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There was no mistake on my part. I did not realize I ordered the wrong configuration when it arrived, I was told by their sales rep on the phone  that a "right facing sofa" is the config I would want if the long end was on the right side. Their website, which I provided a screen shot, shows the item in the config that we wanted to order. Their confirmation email, which I also attached shows the right side to be the longer side. The sectional we received has the left side as the longer end. We want the couch we were told we were going to receive and we feel we are being scammed and extorted for the fees that Jennifer Furniture is charging us. We would have to be foolish to have ordered a left facing sofa after talking to the sales rep and using their online catalogue. We want the couch with the longer end to be on the right side like the pictures so and we do not want to pay for this charges. We did pay for the restocking, redelivery, and pickup fees because we want the couch and we were given a very unprofessional ultimatum by the company. It was either pay for the fees or live with a couch we did not order. Please review the images I have provided, you will see that the mistake is in the online catalogue which I would assume the sale reps also used to guide me to purchase what we wanted. Do not have them cancel the delivery of the new couch, Thank you

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********************************
  
  
  
  
   
  

  Business response

  01/30/2024

  HELLO, WE WILL NOT CANCEL THE ***** AND WE WILL MOVE FORWARD. THANK YOU. 

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you, but this compliant is about how I am being charged for the redelivery fee, restocking fee, and a pickup fee totaling close to $900. Again, I spoke to your employee, explained to them what I wanted, who then advised me that I would want to order a "3 piece right facing sofa". I called on New Years Eve day 12/31/2023 between 4-5pm. If you have a recording of that call, please review. I also provided a screenshot of your website showing that when I click on "3 piece right facing sofa", it displays the image of what I wanted, I attached an image of what your "left facing sofa" looked like on your website as well. I also received a confirmation email with the exact image of what I wanted. Now, it may be true that a left facing sofa is what I really wanted, but how would I know that from what your employee is telling me, your website and confirmation email is showing me. You have told me that the website was a "glitch" , that the image in the confirmation email is a generic image, and you will not address that I was advise by your employee on what to buy. I do not see why I should have to pay close to $900 for this mishap. We paid for these fees a week ago at this point, with still no delivery date confirmed. This is a nightmare for me and my family. We have a sectional in our home that we can not use because you told me that it can not should signs of usage or you will not take it back. We had to cancel my wife's birthday party because we can't have anyone to the house with a sofa no one can sit on.  We want the sectional delivered as soon as possible and we want the money refunded for the restocking, redelivery, and pickup fees.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********************************
  
  
  
  
   
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ProductSKUPriceQuantityTotal ********** Worry-Free 5 Year Plan - I Accepted This Offer! / Multi Piece + Case Goods Special One Day Offer (-$310.00)DGT-DB-TC-5Y-10Regular price $499.99 Sale price$189.991Regular price $499.99 Sale price$189.99 Bladen Living Room Set - Brown / Sofa + Loveseat Extra 15% OFF - Election Day Sale (-$299.70)ELECTION75OFF (-$75.00)

  Business response

  01/16/2024

  The customer charged back her credit card on 12/6/23 and on 12/14/23 we accepted the charge back. The account has been resolved. If the customer has not received a refund, then the customer should address their concern with their bank. Thank you. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brown, faux-leather, two reclining sofa and matching rocking-reclining chair from Jennifer Furniture in ****************** (at the time). Our purchase was made in February 2021 for approximately $1200. Jennifer Furniture is no longer in business at this location in ********, ********. Our furniture is peeling drastically on the seat cushions of both the sofa and the chair. We have made several attempts to reach a representative at Jennifer Furniture customer service department through phone calls and emails, but to no avail. I was told a Jennifer Furniture associate would get back to me within 72 hours. In addition, a lengthy detailed email, along with pictures of our furniture, was sent explaining our concern and product disappointment and asking for guidance and resolution. To date, we have never heard back! We are desperately seeking help in trying to resolve this problem. We are very disappointed and feel we should be entitled to some type of compensation for selling us poor quality furniture. It is ********** was less that durable for a family of four mature, responsible adults. Please reach out with any feedback you feel would be useful in resolving this issue.Thank you,***************************** ************ *******************

  Business response

  08/15/2023

  This order is over 2 years old and labeled as a floor sample. All floor samples and most of the furniture sold out of this location as a close out and sold "as-is"   The customer inquired an issue when they first received their order and we honored it as a courtesy to exchange it. Unfortunately, at this time we cannot offer any exchanges.  However, as a gesture of good will we can offer a gift certificate towards a future purchase. Thank you. 

  Customer response

  08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  Good afternoon,

  Thank you for your response. In response to Jennifer Furnitures message regarding our initial complaint, yes, our furniture in indeed ONLY 2.5 years old! Our initial reach outs were  even earlier, but never received any return correspondences. 
  

  We understand that our furniture was a floor model and was sold as is however, we were never given an explanation as to what that meant with regard to company policy. There was absolutely no verbal communication stating that the specific furniture purchased malfunctioned when opening to recline and would disconnect in the middle where the two sofa seats joined. This was discovered at home that evening - we were disappointed and reached out first thing the following morning. We physically had to return it to the store that day where we were issued a replacement sofa. In addition, it was never communicated that the furniture could and probably would pebble, wear away and eventually fall off after ONLY 2 years of NORMAL use (sitting and reclining). Had we been made verbally aware of the true quality of this furniture and the expected life span (only 2 years) we would have most likely thought twice about purchasing it. 

  In conclusion, although friendly and true salesman-like, we feel we were treated unfairly by the sales representative. Our sales rep was dishonest and remained silent about the TRUE VALUE of our furniture purchase. 
  

  * We are asking that you please reconsider our position/concern on this matter and our request for a refund. *

  
  Sincerely,

  *****************************

   

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 18th, 2023, I made a purchase, and I was informed that the delivery would take 3-5 weeks. However, after the fifth week, I was notified of a delay, and the *** was pushed to 4-6 weeks. On June 30th, when the sixth week elapsed, I called the seller, and they informed me that the delivery would take an additional three to five weeks due to the delay. I requested a full refund and canceled my order. They assured me that a team member would contact me, but as of July 5th, I have not heard from anyone yet.

  Business response

  07/05/2023

  Hello, this customer just cancelled her order on Friday 6/30 right before the 4th of July holiday weekend. All of our corporate offices were closed until they opened today. The customer must allow **** business days for us to process the refund.  It has been less than 2 business days since we just been notified of cancellation. The refund will be processed within the allotted time. Thank you. 

*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. ↩