Jennifer Furniture
Horrible customer service! Double-charging for delivery!

After being referred to Jennifer for a couch for our new apartment, my boyfriend and I had big trouble with delivery - and even bigger trouble with the New Jersey regional manager!

He was rude to us several times on the phone and refused to accept reponsibility for his own personal error. He input our phone number into the system incorrectly so we were not contacted regarding the actual delivery.

After calling the store, a toll-free number and checking online we came to one conclusion - we were not getting our couch the next day. We continued to call only to get a busy signal or continuous ringing. When we finally got through at 1pm we learned that the truck was there to try to deliver at 12:30!!! They called our wrong number and couldn't get a response so they left.

The company is now trying to charge us for a re-delivery fee for their error. I have submitted a claim via the web site to no response (8 days and still waiting), and have had many horrible conversations with the regional manager.

He is incredibly condescending and rude, saying things like, "So you just felt like you could take off? You didn't have to wait because it wasn't your responsibility?" "Why didn't you keep calling?" This was said after I had told him I called atleast every 15 mintues for two and a half hours one night, and three hours the next morning!"Why didn't you email me or try harder to contact us?" I didn't realize with Jennifer Furniture it is the customer's responsibility to call and figure out their own delivery date and time.

The major problem is this company refuses to accept responsibility for an error their own employee made. I told the manager he needed to work on customer service and his brilliant response was "You listen to me, after 18 years in this business, I think I know something about customer service." Yup. Right. How NOT to provide it!

My one suggestion to those looking to buy furniture - save yourself one hell of a migraine, and DO NOT GO TO JENNIFER!

Company: Jennifer Furniture
Country: USA
State: New Jersey
City: Paramus
Site: jenniferfurniture.com

  <     >