Complaints

This profile includes complaints for Jennifer Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jennifer Furniture

  150 Great Neck Rd Ste 304 Great Neck, NY 11021-3309

• 

  Jennifer Furniture

  1995 Broadhollow Rd S Farmingdale, NY 11735-1704

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for furniture on April 10, 2025. I was told that the delivery date would be either before Easter or right after. The furniture was not delivered until May 22, 2025. When the furniture was delivered it was damaged. Particularly the sofa. The front panels were detached with threads and pieces of cardboard visible. Also, the metal buttons were not aligned and a sharp piece of the metal was protruding from the bottom of the sofa. At the time of delivery, I did not notice this damage. As I was moving into a new home and was in and out a lot trying to set up my home. Unfortunately, I did not do a thorough examination of looking at the seams and button alignment, also loose cloth from poor stitching. A couple of days later when I was cleaning I noticed the damaged, further inspected to find even more damage and reached out to the sales person who sold me the furniture. She then advised me to email ****** at the company and let her know of this damage. I emailed ****** describing the damage and from then on it was a complete disaster trying to reach someone at Jennifer Furniture regarding a refund. I spoke to a manager by the name of *******. He would not provide a last name. He blamed me for accepting the delivery and noticing the damage. I then asked to speak to another manager after ******* was very disrespectful. I then spoke to ********, who said he wouldhandle the situation. ******** did not handle the situation nor did he put in a request for a refund for the product. After calling several and demanding to speak to someone else, I was finally in touch with **** *****, the vice president. **** ***** at the time, assured me that thismatter would be resolved. After multiple exchanges back-and-forth initiated by me, **** ***** concluded that he would not refund my purchase. That I should accept this damage furniture and they would send a repair man to fix it. The company refuses to refund me and is no longer in communication with me.

  Business Response

  Date: 07/21/2025

  We informed the customer the factory is not authorizing replacememy and is offering parts to get it repaired.  We informed customer of this and she agreed to allow us to service. The parts are on order and per the manufacture should arrive within the next couple of weeks to the customer's home. Our factory authorized tech will be sent to install and bring up to manufacture standards.  If the repair is not up to manufacture standards, we will replace the furniture then. Thank you. 

  Customer Answer

  Date: 07/21/2025

  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:

  [Your Answer Here]

   

   

   

   

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

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

  Customer Answer

  Date: 07/23/2025

  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:

  The response they have provided is a false and dishonest. Ironically, after filing this dispute, they have now sent a letter via the ************** that is postmarked to prove that it was after I called them and said that I was going to report them, and then sent me fabric in a box. This is completely unacceptable. They only provided this garbage when I made a formal complaint. Furthermore, I bought a brand new sofa, I should not have to settle for a damaged sofa that they now want to repair. I paid full price for a new sofa. **** ***** and Jennifer furniture are scamming customers. Knowingly selling damaged ******************** and when it's reported not refunding customers. Instead, they are combative, drag out months of long of back-and-forth, then attempt to cover their tracks. It seems they encourage their employees to be just as combative. There was a man by the name of *******, who blamed me for not seeing the damage on delivery and was very disrespectful.

  After going through multiple managers without
  any resolve, they then forwarded me to **** *****, who was just as worse.
  
  This isn't right and l've spent a total of over ******* with this company! They are scamming customers and must be stopped!

  ****** ****
  
  
  
  
   
  

• Initial Complaint

  Date:07/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two couches while chatting with an agent and was told they were in stock. I kept receiving emails about how to prep for delivery and that someone would be reaching out to schedule it. Then I was suddenly notified that only half my order is actually in stock.I asked if we could switch the second couch to two matching loveseats, but I never got a clear answer. I was just pushed to pick other options. I've been trying to get a full, clear list of in-stock items from Hydeline to choose from, but I still havent received ****** this point, I just want the couches I originally ordered or at least something comparable in style and quality, approved by me, from Hydelines line of couches. Im really upset with how this has turned into a mess, and without a proper replacement, Ive missed out on other sales I could have taken advantage of.

  Business Response

  Date: 07/07/2025

  Hello, this customer has been refunded on their order. Our stock is not updated in real time. We need to check with our merchandising team and warehouse to confirm availability. We found out we only had one. We could have ordered the second one but it would come from our North Carolina warehouse and takes a few weeks to receive.  We apologize for the inconvenience this has caused. Thank you. 

  Customer Answer

  Date: 07/18/2025

  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:
  

  
  

  [Your Answer Here]

  
  

   

  
  

   Can you please email me to discuss a resolution? **************** 

   

  You said you have the couches in different warehouses. I would like to discuss how we can get them or another hydeline option 

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 07/21/2025

  This customer's order was canceled and refunded because Hydeline at this time cannot take any special order requests due to the tariff situations.  However, the customer wants to speak with our management sales representative and we will have them reach out to the customer discuss other options. Thank you.

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 02/27/2024 Amount paid: $6,899.99 Manager handling the dispute: **** ***** The business committed to provide me with Italian furniture which turned out to be false advertisement & instead, it was made in ***** which you will see in the attachment pictures. My name is ****** ************* writing to you after exhausting all of my option which is why this request is over a year old as I had tried to resolve this with the vendor directly which in the end did not help. I had purcahsed a couch from Jennifer Furniture in February 2024. The item was advertised as being made in *****. Once received, the delivered item was in less than perfect condition. Not only was the leather crinkled all over and the headset of the couch was crooked & uneven, but the item was also tagged as being made in *****. I had contacted the merchant immediately after delivery. They offered to replace the couch though the "Made in *****" part was not a fixable issue which is unjust because we paid for Italian furniture, not China made. At the very least, we wanted to get the item in perfect condition. The 2nd delivery was even worse. After this, I contacted the merchant once again & they offered to replace 2 of the defected pieces & provide partial monetary compensation. They replaced 2 crinkled pieces while the uneven pieces remained. They never provided monetary compensation & noted that the Italy/***** part was just a manufacturing standard. Well, this is not what I paid for. This is complete false advertainment & a disservice to their customers. I had specifically ordered this couch because it was advertised as being made in *****. This back and forth between *************************** has been going on for over a ********* has been very stressful to say the least. I would like your help with recovering my money for at least half of the purchase price. If this is a China made product, it is unfair for me to pay for an Italian made product. Thank you,****** *******.

  Business Response

  Date: 06/05/2025

  To whom it may concern, First, no one told the customer that the ******************** was made in ******  What was told to the customer is that the ******************** is ************** made with Italian leather.  Secondly, the customer's complaint on how the ******************** was made is exactly the way we have it shown in our store floor.  The creases and wrinkles are the normal characteristics of the leather.  We have even sent our **** ********* ** ********** to the customer's home to examine the ********************.  We replaced it not once but twice to appease the customer even though there was nothing wrong with it.  We went above and beyond for this customer and they still were not satisfied. Thank you. 

  Customer Answer

  Date: 06/10/2025

  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:

  A salesperson by the name of Al, who's business card I have already attached, assured me that the furniture was Italian made. I purchased two pieces of furniture, a couch and a bedroom set. The bedroom set was in fact Italian made but the couch was not. 

  As for the wrinkles and crinkles - when we were in the actual store, the floor display did not show any of these defects and with every delivery, the product came in worse shape. And yes, the **** ********* ** **********, **** *****, did come to my house to inspect the couch and he was in complete agreement with me about the look of the product and its defects, which is why he agreed to replace it.

  Thank you,

   

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

   

  
  
  
  
  
   
  

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There are NUMEROUS ads online from JENNIFER FURNITURE selling what is described as LEATHER living room sets for $1,300 on sale from $2,999+. When I went into the store in **************** to make the purchase I saw an internal vendor screen meant for employees only that said the sets I listed above are FAUX LEATHER. Shocked by this discovery I questioned the salespersons who proceeded to tell me that FAUX is a type of Leather. I stated that NO, FAUX MEANS FAKE and that the website advertises the furniture to be LEATHER not faux leather and as such they are engaging in FALSE ADVERTISING, BAIT & SWITCH as well as FRAUDULENT BUSINESS PRACTICES. They then gave me a phone number to call to have them deal with it. I called the number and was hung up on repeatedly by a woman named ****** who stated that she was a Supervisor and that she is aware of the FALSE & FRAUDULENT advertising and that no one from Jennifer Furniture will speak with me about it and she hung up on me abruptly and repeatedly making it quite clear that she was atetnoring to evade justice. I have also written a letter to the CHIEF EXECTIVE OFFICER, of JENNIFER FURNITUTRE, Mr. ***** and ****** stated that he will not call you, he will not speak to you (presumably because he is busy on a lavish vacation paid for with the money of hard working, honest customers such as myself who were sold VINYL living room sets under the false guise that it was LEATHER. How many customers have a living room set by ********************** FURNITURR who they believe to be leather but is in fact vinyl?

  Business Response

  Date: 04/08/2025

  First, we are glad that this consumer brought this up to our attention.  It was an error in our website provided from the manufacture description. It has been taken down and corrected.  The furniture advertised is a synthetic leather.  We apologize for any inconvenience this has caused the consumer.  Thank you again for informing us of our error.

  Customer Answer

  Date: 04/18/2025

  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:

  JENNIFER CONVERTIBLE, replying that they “thank me” for bringing their FRAUDULENT ASVERTISING to their attention is laughable.  In fact, on March 26, 2025 and March 27, I called several times and spoke with a company representative named Jennifer and then to her Supervisor named “******”, a very rude, unprofessional woman with an Indian accent..  ****** hung up on me numerous times stating that the executive team would not speak with me and she made it very clear that she could not care less that JENNIFER CONVERTIBLE was FALSELY ADVERTISING VINYL FURNITURE AS LEATHER.  After being hung up on about ten times by this so called supervisor.  I then emailed the CEO of JENNIFER FURNITURE, Mr. GORG, and I cc’s the Oresident, the Directir as well as web sales.  MY EMAILS WERE IGNORED AND THE FAKSE ADVERTISING CONTINUED as I have taken screen shots daily showing that numerous VINYL sets were being advertised as LEATHER by JENNIFER FURNITURE.   Why didn’t they “thank me” for bringing this to their attention and taken the FRAUDULENT ADS down before the BBB got involved???    I do not believe that an honest business that made an honest mistake would not have hung up on me repeatedly and continued to falsely advertise long after it was brought to their attention.  Furthermore, an honest Bsuiness would refer to VYNYL furniture as VINYL.  It would not come up with DECEIVING descriptions such as “synthetic leather” or “FAUX leather” or “leather match”.  Those words the designer to DECEIVE the buyer into believing they are purchasing some sort of leather when what they are purchasing is cheap VINYL.

  HOW MANY HUNDREDS OR THOUSANDS OF PEOPLE WHO HAVE PURCHASED FURNITURE FROM JENNIFER FURNITURE ARE AT HOME NOW SITTING ON VINYL WHEN THEY BELIEVED THEY PAID FOR LEATHER???

  Furthermors, I find it very hard to ebkive that this was a “mistake” by the vendor because Inhave ascertained that he vendor is ASHLEY FURNITURE.  I personally went to see ASHLEY regarding this matter and gehy pulled up their computer from and showed me on their computer screen that this furniture that JENNIFER FURNITURE was selling as LEATHER was in fact VINYL.  

  is the insinuation from JENNIFER FURNITURE’s reply  that their buyers are incompetent and that an astute customer is more reliable and trustworthy than their own team?  As furniture “experts”, you didn’t know that you were selling VINYL furniture and adve re sing it as LEATHER?  if ADHD is the case, why should customers trust buying from you as your reply in essence implies that your staff is incompetent and/or not trustworthy. 

  this business advertised a LEATHER living room set and that is exactly what I expect them to provide me with.  
  

  Lastly, these DECEPTIVE BUSINESS PRACTICES by JENNIFER FURNITURE’s have caused me EXTREME EMOTIONAL DISTRESS and I unless I receive an immediate apology and remedy to my satisfaction, I will be further escalating the matter to aggressively puruse all available civil remedies available to me.  In the interim, Inwill

  be filing formal complaints with the FAIR TRADE COMMISION as well as the ATTORNEY GENERAL’s office so that their records any be audited andto protect others from being DECEIVED in this manner.   
  

  Please be further advised that NY is a “one party consent” state and all LAWFUL CALLS AND COMMUNIVATIIONS  confirming the above stated facts will be provided for investigation by the appripeiate enforcing agencies. 
  

  as consumers we all have had ENOUGH of this corporate fraud shell game.  

  JENNIFER FURNITURE’s has chosen  the wrong customer  to CON this time and all recordings, emails, screenshots and documentation from ASHLEY FIRNUTURE showing they clearly listed their furniture as NOT being leather, will be included.

  JENNIFER FURNITURE’s should be ashamed of itself.  Theirs is no dignity in a  CEO going on vacations, playing Golf and putting his kids through college on the dime of hard working Americans who falsely believed they were buying leather furniture when what they were really buying was VINYL.  One can  it help but wonder if it was an “honest mistake”, why hasn’t the CEO responded to my emails, Why did their supervisor hang up on me repeatedly? What wasn’t the FALSE ADVERTISING taken down immediately when I brought it to their attention? Why wasn’t I “thanked” for bringing this to their attention before the BBB was involved?
  

  I ask good questions and I believe that the average American is intelligent enough to know the answers.

  i with its add, JENNIFER FURNITURE made a lawfully binding OFFER to the public and I ACCEPTED said offer.  I DEMAND that JENNIFER FURNITURE adhere to their lawful obligations to me and provide me with the LEATHER furniture promised.

  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought leather convertible sofa from Jennifer Furniture online July ******. Received with ***** on top of arm (very visible). I have been trying since then with multiple emails, website messages, and phone calls to get the arm replaced. First they said to call ServePro who had to "wait" several months to hear from the manufacturer who finally said they don't make the item anymore. I was offered a $200 refund to keep sofa as is which is not acceptable because the damage is too visble. Finally in Ocober 2024 ((4 months after purchase and more continual attempts to reach/get a response) that the manufacturer ************** REPLACE THE ARM and it would arrive at my home within 14 weeks. It's now January 27, 2025 and still no word from Jennifers and no sofa arm. They claim they will replace any items damaged in shipping but so far they have been impossible to get a straight answer. I've had enough! I want a new arm/or new convertible or a full refund.

  Business Response

  Date: 01/31/2025

  Hello, The part for this sofa is on order. Unfortunately, this furniture does comes from overseas and the parts do as well. The parts can take a few months to receive as they are transported by container in a ship. Once the parts arrived & clear customs, we will notify the customer that it should be on it's way and we will notify the service company as well. We do apologize for the inconvenience. Thank you. 

  Customer Answer

  Date: 02/02/2025

  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:

  I have been receiving the same explanation for why there is such a delay and promises that the delay "will now" be addressed and it will only take "14 weeks for the item to arrive at my door". Clearly there is something else going on here other than "it comes from overseas" (which should have been disclosed at the purchase point and I would not have bought the sofa but the lack of transparency is yet another issue that the BBB should look into. I am not the only customer who has had such difficultie with Jennifer Furniture. I want a complete refund of the purchase in the amount of $2004.00 and they can do whatever they want with the sofa. I will still be out a delivery fee but I no longer care about that. I am sure it was their delivery company that damaged the sofa  but that's irrelevant at this point. I've been waiting since July 2024 which is FAR TOO LONG. They have lost any credibility I might have placed in their promises and I cannot wait any longer for a resolution which is why I am demanding a full refund. Thank you, BBB.

   

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

  Business Response

  Date: 05/21/2025

  The customer has already been setup with ServeCo for 5/29/25 for installation of the part after we (Jennifer)  notified the company (*******) that the customer received the part. The customer did not contact ********************** only ServeCo for service. ******* was unaware that the factory sent the part to the customer without notifying us - both ********************** Furn & ServeCo - that the part was shipped - this is where the confusion fell with ServeCo - most of our manufacturing companies notify both parties. This would have prepared us to be ready for the customer to receive parts and service. Thanks. 

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that 

  [Yomy complaint has NOT been resolved because: Although I received a call from Serveco and a date they say they will come to install the part the complaint is not yet complete and will not be until the part has been satisfactorily installed. Jennifer's seems to have responded to my last refusal by simply repeating verbatim what they said in their last communication. ur Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When my bedroom set was ordered I was told there were two different ways. They make this particular model of bedroom furniture one with the less expensive one and one was the more expensive one the more expensive one come to find out the quality is inferior like really bad the slats on the bed are warped its not stable. The draws glide open and closed. They came once to analyze the issue and I was told everything is fine and then they came another time to fix a few paint chips. I am absolutely floored that theres nothing that could be done on top of it. A protection plan of some sorts was purchased as well. What I ask is for this items to be returned and get my money back. Im afraid if I order something else from them, the quality will be inferior. I was also told since this is a special order that cannot be exchanged or returned. The only reason why it was a special order is because it wasnt on their floor with that being said I would like my money back because this is just unacceptable to have such terrible quality for the price that was paid. I do not accept that and I want to pursue it many times Ive been in contact with Jennifer Furniture and I basically got the runaround and nothing came about.

  Business Response

  Date: 09/08/2024

  This issue with the customer has been resolved since March 2024 and the service company stated all up to manufacture standards. There is nothing we can do if there is nothing wrong with the furniture. 

• Initial Complaint

  Date:08/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Date of Transaction: May 3, 2024 2. Amount Paid to Business: $4,590 3. Business Commitment: The business committed to the manufacture and delivery of furniture within 6 weeks of the above date. As of today, August 12, 2024, the business has yet to perform its contractual obligations.4. Nature of Dispute: I would like to be fully refunded for monies paid to the business for breach of contract due to non-performance.5. Resolution: The business has not attempted to resolve this problem and does not know where the order is even located.

  Business Response

  Date: 08/23/2024

  The customer received delivery 3 days after this complaint was received. Thank you. 

• Initial Complaint

  Date:07/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  . 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

  Date: 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

  Date:06/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 06/14/2024

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

  Customer Answer

  Date: 07/29/2024

  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:

  I previously filed a complaint to the BBB (complaint # ********) against Jennifer Furniture for a sofa I purchased ( furniture order number JFW43059). I purchased a sectional living room furniture which arrived on June 5th 2024 damaged. I notified Jennifer Furniture immediately and was advised to contact their vendor Servco to file a compliant about the damages. The damages are as follows (1) the arm rest on the small couch arrived cracked and (2) there is a rip underneath the seat. I contacted ****** on June 7th 2024 and was provided with service request # ******. I followed up ****** on numerous occasions since June 7th 2024 to obtain an update regarding when they would be following up on this matter. It has been fifty-four (54) days without receiving any feedback from Servco on behalf of Jennifer Furniture. I contacted Servco today Monday 7/29/2024 and was informed Servco sent this issue back to Jennifer Furniture on Wednesday July 10th 2024 as a "delivery issue" an closed my service ticket. I was also informed by Servco Jennifer Furniture is reaching out to the delivery company. My issue here is that Jennifer Furniture advised Servco to close my ticket on 7/10/2024 and never notified me regarding what the next steps are to rectify this damaged furniture that I am making monthly payment on. It is unfair to me as a consumer to have received damaged furniture that I have to pay for. Since I did not receive any feedback from Jennifer Furniture, I do not believe they have any intention on resolving this matter. I am requesting a complete refund for the damaged furniture and would like to know how soon they can refund my money. Based on my prior complaint, I have reason to believe my concerns will be ignored and I will be given the run around. I am request assistance in resolving this matter; nobody should have to pay for furniture that arrived damaged.
  
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• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
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