JENNIFER CONVERTIBLES

I was told if I purchased a couch on Saturday that I could have immediately delivery (which was 5 days to them). When I tried to reschedule, it was a major issue to them for some reason. They could’t even give me a window for delivery times. The company doesn't’t have their own delivery service. They have to outsource it. It’s all done on an automated system. There’s not a real way to request a window for delivery if you wanted it. I had to contact the regional manager/Vice President, who was apparently as high up as they can go. They have no complaint dept, no public relations dept, but they have customer service that takes forever to get through too. I was on hold for 45 min. When you call them on Long Island (not on the 800 #) you call Jennifer furniture industries, you get a recording that tells you to deal with the showroom that you bought from if you have a complaint. At the end of the recording there is a pause that makes you think you can’t get through to the customer service, then there's a recording that says keep holding for Customer Service. They are trying to deflect the complaints. They said it’s best to ‘voice your concern’ on their website. The furniture protector plans says that you have 2 days to alert Jennifer (doesn’t say if it’s calendar or business days) about the problem with the item. The whole thing is a mess. I had a delivery from Sleepys, there were some problems with the guys, they ended up giving me a $600 credit. But they have their own warehouse, trucks, delivery people. Jennifer is the opposite. They outsource everything and have very little control over what the dispatch company is doing. They do this so they are able to sell things very cheaply. I was told by the Vice President, Les Falchook, he said he would call me this morning to tell me if I could have have a window for delivery this Thursday, so I don’t have to reschedule other things. He did not call me this morning. I call his #, he wasn’t picking up. I called the showroom, the one person I talked to, didn’t sound very bright. Calling the showroom to reschedule the delivery is a waste of time. The windows are 5 hours. It eats away the whole day. When they let you know the window, they call you the night before the delivery. Most companies will tell you the day you buy, but not Jennifer Convertibles. When I first called Jennifer Convertibles about colors, they said they didn’t have anything in the range of a cream color. I go into the showroom and sure enough they have what I’m looking for. That’s the kind of stupidity what I’m talking about. When you call the 516 # or the 800# for the corporate office, if you don’t have an extension and you push 0, it disconnects the call. You can’t get a hold of anyone unless you have the extension.