On 5/2/08 I purchased a Maverick Cobblestone Sofa from Jennifer Convertible. The piece was delivered on 5/9/08. There was a minor issue with a recliner handle (it stuck a little on one side) but it worked so we accepted the item.in early August I noticed a lump in the center cushion and checked underneath to find 2 pieces of the wood frame were broken. One piece which connected the frame to the springs sheared in half and was hanging underneath (causing the odd lump in the cushion). I called Jennifer Convertible's customer service line on 8/7 and was told an engineer would have to come and inspect it. The engineer had up to 5 days to call then another 10 days to report after visiting.
2 days later I received a call and was informed no one could come to my home until 8/24 - 3 weeks after my complaint. On 8/24/08 an outside technician came and fixed the handle but verbally stated he couldn't fix broken wood. He clearly indicated this was a problem and that should not have happened to the sofa.
After hearing nothing from Jennifer Convertible I called on 9/5/08 and was informed my claim was denied because of Customer Abuse per the technician's report. I asked to speak to a manager and they would not transfer me. Jennifer Convertible did offer to send another engineer to inspect but the process has to start over. I've had this broken sofa, that they are claiming I broke by abuse in my home for over month. I presume they define sitting on it as abuse, then yes I'm responsible, but if not this process seems absurd and unfair.
I called the store and spoke to my salesperson, he stated they could not help at the store level and that I had to fight it out with customer service group. The secretary of the technician, she stated his report does not indicate an opinion, it is impartial, he reports back to the company and they, not he, renders a decision based on the report. The customer service group told me the opposite.
After this conversation I was transferred to a manager at Jennifer and left a voice mail that went unreturned. While they are sending a 2nd person I believe this whole process is a sham. Their sales invoice indicates they will replace a new product due to defect, faulty materials or poor workmanship for up to one year. I owned this sofa for 3 months and they are telling me it was my abuse or normal wear and tear that caused a wood frame to break.in other words if Jennifer Convertibles simply tells everyone who complains that the damage was caused by the customer then the company can walk away from their guarantee which is a joke and clearly what is happening here.
The second problem is that if a Jennifer Convertible sofa's frame can break after 90 days of use from normal wear and tear, no one and I mean no should purchase a thing from them.
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