Jennifer Convertibles

Adjustable Beds, Backcare, Backcare Kids, Beautyrest, DeepSleep, Exceptionale, Olympic Queen, Backcare Advanced, Simmons Bedding Company, Beauty Rest

My husband and I purchased a couch, loveseat and recliner from Jennifer Convertibles in late 2014. We were told it was made of bonded leather and were encouraged to purchase the $200 "protection plan" that covers any rips, tears, spills, etc for up to 5 years. Cut to December of 2016 and I notice the seam in the couch is beginning to come apart. Aside from that, the loveseat is in front of a cabinet and upon opening the cabinet door, I noticed it would bump into the back of the loveseat, which teared it. I remembered I had the warranty and looked at the brochure. It stated clearly that rips or tears that were caused due to the negligence of the owner were indeed covered! I found it odd since that would fall under my responsibility, but I took advantage of what it stated. I called that month for an appointment. It took 2 weeks for them to call back with one. They didn't offer me any of the dates I originally gave to them. I waited another 2 weeks for another appointment, only to be given more dates that didn't work for us, but I caved anyhow because I was tired of prolonging it. My husband was home when the service man arrived. He took some pictures and left. It's been 2 more weeks and I have yet to hear from them, so I called to inquire about my status. The woman advised me that my report hadn't been reviewed yet, but upon looking at it now, said both repairs had been denied because it was determined they were "stress tears." Firstly, how do you determine a stress tear from any other tear?? Secondly, I explained how the tear appeared on the back of the loveseat and it wasn't from stress. It's an easily fixable issue that you can patch up, even though I'd want something more sturdy given I paid $200 for this service. I asked to speak to the manager and was of course connected to a voicemail. I called the actual store I purchased the furniture and plan from (the store is located at 2823 Richmond Avenue, in the Pergament shopping mall, on Staten Island, 10314). The man who answered continually "uh huh'ed" me every 2 seconds while I explained my dilemma. He asked if he could call me back in 10 minutes after he finished with a customer. I said sure, though I knew he wouldn't. I waited a half hour and called him back. He tried telling me he called right after his customer left and left a message, but I was sitting by my phone the entire time and not once did it ring!! His name is Richard by the way. He explained there was nothing they could do because it's an issue with Guardsman. I explained he needs to stand behind the products they sell and demanded my money back for the service, to which he told me there's a 48 hour cancellation fee. How convenient that that's in small print in their brochure. What can possibly happen within 2 days??? I am beyond livid with the store and the Guardsman company and will continue to call, complain and visit the store until my issue is resolved. This is absolutely the most atrocious customer service I have ever had. I will never shop there again!!!!

Popular furniture chain specializes in easy-to-convert sofa beds and all-leather sectionals; selected clearance centers also carry tables, chairs and more.