From: Christine

To: issues@jenniferfurniture.com

Sent: Fri, 21 Mar 2008 12:28:28 -0400

 

Name:          Christine  

City:          East Haven

State:         CT

 

Purchase: 1770 Boston Post Rd, Milford, CT

 

Details:  I just wanted to tell you how much I appreciated the help given to me by

the manager of your Milford, CT store, Mr. Peter Lindner.  I had an issue with a sofa

that I'd purchased and received, and I was quite unhappy with the quality of the sofa. 

Mr. Lindner did everything possible to solve my issue; he was efficient, caring, and a

good listener.  As a result, my issue was resolved and I am now quite happy with my

resulting Jennifer Convertibles sofa purchase.  Mr. Lindner deserves some sort of

recognition for his willingness to make the customer happy, and for his commendable

ability as a store manager.  Thank you, Mr. Lindner!

 

Subject: Jennifer Feedback - Merchandise Issues

 

Name:          Steve

City:          Forest Hills

State:         NY

Purchase:      two sofa beds

Details:       2/11/08

Attn: Ronnie, manager

 

I am forwarding this email praising our sales rep, JANET HOLZHAUER, who

waited on my wife and me during the month of December.  We ordered two sofa

beds and she helped us with the material and color details.  In addition,

because of our concern that the delivery of the sofas must arrive before

the start of the Sabbath, she went out of her way to put in the contract that

delivery must be made before a certain time.  In addition, she made sure

that the measurements were correct so that we could be assured that we

would not have any problem with the sofas coming through our narrow door

opening at our home. She even gave us her cell phone number even though she

was not working on the day that the sofas were scheduled to be delivered in

the unlikely event that a problem would occur.

 

All in all Janet made the purchase a pleasant experience.

 

Rachelle and Steve

 

From: Rebecca

Sent: Monday, January 21, 2008 12:30 PM
Subject: Thomas De Santi - Great Customer Service!

To whom this may concern,

 

I have been meaning to write this letter for sometime now, as it is long overdue.   I would like to express my sincere satisfaction with Jennifer Convertibles and in particular, Thomas De Santi.   Some months ago, we had purchased a sectional sofa from you for our new home.  The sectional sofa had some issues with defective fabric from the manufacturer.  Also, the seam on the side kept coming apart.  We would call and they would send out the repairperson that just could not get this issue fixed.   So we ended up calling Thomas.  Thomas made a special trip to our home and saw first hand what was happening.  He took ownership of the problem and went above and beyond to see this through to resolution.  The end result was that we ended up getting a new sofa but I truly feel if it weren’t for his efforts, we would still be dealing with this issue today.   Not only did he follow through on every detail, but he has also saved us as your customer.   You have a true asset with Thomas.  He is extremely customer focused, understands his customer needs, and has certainly earned our trust for future business.  I hope that you recognize him for his efforts and do everything you can to retain him as your employee.

 

Sincerely,

 Rebecca Order # AT 11273

 

Dear CEO, President and Jennifer,

 

Thank you very much!

I bought a sofa and coffee table from your San Jose store (December 2007) and was very impressed with the saleswoman. She was extremely helpful and informative.

I received my couch and coffee table on time and the delivery men were very nice and respectful. They were on time - even with 22 deliveries in the pouring rain - and made sure they called ahead to inform me of their arrival.

 

Great service, great product!  Thanks!

Best,

Laurie

To: issues@jenniferfurniture.com

Name: Colin

City: Bollene, France

Purchase: New York 1983!!!!

Details: I purchased a Bed and a sofa 24 years ago, they have been to

seven countries and are still being used every day,

if you need a good testimonial just let me know

thanks Colin Reeve

From: Plan B Solutions
Sent: Monday, May 21, 2007 1:58 PM
Subject: UPDATE

   Just wanted to send a letter to be fair and thank everyone for the delivery of my furniture. I also appreciated the follow up phone call.

    I know from time to time that there can be problems, but it is more important in how the problems are addressed. The delivery was on time and I had no problems.

    I really needed the furniture so it could make my place look a little better for a filming project for Match.com If you are interested you can see some of what was shot before, and now that I have my new furniture, it will be included in some scenes when we finish filming later this month. Here is a link:

http://www.match.com/okay/diary.aspx?videoid=5a&articleid=7870
Again thanks for the furniture and the feedback!

Michael James Brown
President

From: Rachel

Sent: Sunday, May 20, 2007 6:08 PM

To: Teresa Dilone

Subject: RE: Jennifer Feedback - Inquiries

 

I have been meaning to email you to tell you how pleased I am with Jennifer Convertibles customer service. 

The repair technician arrived promptly at my apartment, was very pleasant and repaired my sofa within a few minutes.

Thank you very much again.

 

Regards,

Rachel

From: Megan B
Sent: Tuesday, March 20, 2007 5:21 PM
To: issues@jenniferfurniture.com
Subject: THANK YOU

Dear CEO, President, and Jennifer:

 

I am writing to commend your staff at Shaker Heights Jennifer Convertibles.  I had a wonderful experience there and feel it needs to be known.  My husband and I purchased furniture on February 18, 2007 as a wedding gift for one another.  I must say that we were skeptical in the beginning due to some of the BBB filings we had reviewed.  When my husband went looking on-line he found a set.  He called me at work to share the good news.  I decided to stop by after work.  I was greeted by Chad.  I cannot say enough good things about him.  He was well dressed, very professional and had a pleasant demeanor to him.  I mentioned that my husband had called earlier regarding the on-line special and Chad remembered. I can imagine he gets multiple calls daily, but that gesture made me feel welcome and comfortable.  After looking at everything, I was sure this was THE furniture for our new home together.  Chad allowed me to call my husband and was extremely patient while my husband took over an hour to arrive.  While I was waiting, the other young woman working was making conversation with me and calming me down, as I was becoming impatient.  She was friendly and sweet.  Chad was showing me the choices I had, and the other young woman even offered me help in making a decision on my table decor.  We now have our furniture and are thankful for the experience. It was all around the nicest transaction we have had since purchasing our new home.  I have purchased furniture two times prior from high-end furniture companies, and the exemplary service I received at the Shaker Heights showroom surpasses them all. The least I could do was take a moment to extend my gratitude for the customer service I received.

 

Best Regards!

 

Megan B

 

Posted By: Let Me Talk to Your Manager on 12/24/2006

 

Location: VA 

 

I've read nothing but very poor reviews of Jennifer Convertibles, which frightened me, so

much (the reviews), that I almost considered canceling my order.

 

The reviews did prepare me in the event of accidentally canceled orders, missed

deliveries, and difficulty in getting a refund, but I am pleased to report that the

entire process from paying to delivery went very smoothly.

 

We bought the couch on December 3. It was on sale and for $200 they added a pullout

bed. We were given several delivery options despite the holiday crunch, and we picked

December 23. The deliverymen called the day before to establish a 5-hour window (8 AM

to 1 PM). They came at 8:45 AM and were finished with its installation by 9:15. They

reviewed the features of the couch while I checked its condition and signed off.

 

Overall, there were no delays, no cancellations, no extra charges, and no quality

issues. It may have come as a result of me having low expectations, but I felt it was

important to report at least one positive review of Jennifer Convertibles. They have

great deals; go for it!

From: Elizabeth W
Sent: Saturday, March 10, 2007 10:38 AM
To: tdilone@jenniferfurniture.com
Subject: Shawn Ballingall

Ms. Dilone,

I wanted to email you about Mr. Ballingall who provided me with excellent customer service in Paramus NJ. I had terrible service at that store a couple of weeks ago and was then very frustrated by the whole process of buying a sofa at other stores. I went back totally frustrated and Shawn was incredibly helpful and helped me find the perfect piece at a good price which I purchased yesterday. If it was not for his help, I would not have given your company my business and I wanted you to know of his excellent work.

 

Thank you,

 

Elizabeth W

 

From: Marianne

Sent: Tuesday, February 27, 2007 12:01 PM

To: issues@jenniferfurniture.com

Subject: the best purchase ever

 

I purchased a sofa and loveseat 15 years ago from your

store on rt. 10, in New Jersey. To this day the

loveseat looks as good as it did when we bought it.It

has withstood dogs, my husband and three kids. The

quality is outstanding, and talk about STURDY!!!. Here

is a testament to its durability. We were in the midst

of moving, and realized the day before we were moving

out that our sofa, due to some construction on the

house, could no longer be brought out the way it was

brought in. That was the omly way, in or out. Well it

had to be moved. We had no choice, my husbands

favorite sofa, where he sat everyday for 15 years, had

to be taken apart. What a sad day! This was no easy

job, it took him and my brother, two big strong guys,

and an ax, to remove the sofa! IT was so sad. We will

eventually be coming back for another sofa, he really

misses his!. In the meantime though, our loveseat

holds a place of honor in our family room, being

jumped on constantly by our three small kids and dog,

and still looks great! We are convinced the only thing

stronger than a Jennifer is two men and an axe!

 

THANK YOU FOR A GREAT PRODUCT.

 

 

From: Robert R.
Sent: Monday, February 12, 2007 8:54 PM
To: T. Dilone
Subject: Re: FW: Jennifer Feedback - Merchandise Issues

Ms. Dilone,

 

Thank you for your prompt response to my e-mail.  I am pleased to report that thanks to a conversation I had earlier today with Valerie in your Paramus showroom, and her efforts to address my concerns with others in your organization, these issues have been resolved very much to my satisfaction.  Because of Valerie's professionalism and desire to help, and your organizations willingness to address customer concerns, I can assure you that I will continue to make Jennifer my first stop for furniture and recommend your products with confidence. 

 

Robert R.

 

From: Phyllis
Sent: Thursday, February 08, 2007 3:11 PM
To: T. Dilone
Subject: Re: FW: Jennifer Feedback - Upholstery SHIELD Claims

Ms. Dilone,

Thank you very much for your assistance and quality customer service. I was elated when I received a call from Jack yesterday at Jennifer Convertibles in Stamford, CT. I went to the store yesterday to select a new couch. I received excellent customer service from Mike who spent time with me to make my selection. I am very happy with the level of customer service that I received beginning with you, the service representative who came to inspect my couch (Joe), Jack and Mike. I would like to add that I was impressed by the level of professionalism demonstrated by the service technician. He arrived on time and was very knowledgeable about the repair of leather. My family and friends are equally impressed with the service that I received. I will place the order next week for my new couch (and ottoman). I really did not expect this.  

 

Please extend my gratitude to everyone. Most importantly, thank you. I will refer EVERYONE to Jennifer Convertibles in the future. 

 

Sincerely,

Phyllis

"Satisfied Customer"

 

Name:        Kashieka

State:         MD

 

Purchase:      Forestville, MD

 

Details: I recently had a discrepancy with a refund for overpayment of

a living room set I purchased.  I called the store and spoke with DeAndree,

he got back to me in a timely manner, but I was not happy with the final

answer. He did not rest until I was happy and everything was handled, he

called me back and was professional and courteous.  He is the reason I will

recommend Jennifer Furniture to my friends and family. 

 

Thanks to DeAndree and J. Furniture!

Name:       Jason S

City:          San Mateo

State:        CA

 

Details:       This is a follow-up regarding the exchange of our order.

 

We would like to acknowledge the help that your sales associate Stella

at the San Mateo, Ca store provided us.

 

Stella was great in not only helping us purchase the sofa set but in

assisting us in resolving our issues with the exchange. She was extremely

diligent in making sure that our damaged sofas were exchanged and that we

were happy with our purchase.

 

Stella has profound customer service sense and ability to manage customer

expectations. She is an excellent sales person and should be considered an

asset to your company.

 

Respectfully,

Jason S.

From: Tiffany & Natalie
Sent: Monday, October 30, 2006 9:41 AM
To: tdilone@jenniferfurniture.com
Subject: thank you

Thank you Teresa and staff,

Two very nice deliverymen delivered my replacement mattress in the box to the condominium building 10 minutes from the store

and I appreciate it very much.  On Wednesday or Thursday Tony from the delivery service telephoned me to inform me that

the mattress was to be delivered on Friday.  On Friday morning @ 10 am they phoned and arrived shortly after.

Thank you for all the listening to me and helping me.

I am sure everyone can have different perspectives but I wanted you to hear my perception to help you in the future with

maybe training and checking up on the stores’ projection during the difficult transactions or mistakes.  that can and do happen.

I appreciate your handling of this very much and please pass it on to everyone.

Sincerely…

 

Dear Jennifer Convertibles,

 

On Sunday October 8, 2006 my husband and I decided your advertised $599.99 Trina – 2 piece sectional would fit our living room. However on our return home from your Queens Blvd store I had a change of heart.

 

On Monday October 9^th I called your Queens Blvd. Store and spoke to Mr. Ruben, who assured me I would receive a full refund in 7-10 business days from the corporate office. Although I called to cancel my order and requested a full refund for $641.99 I was highly impressed with the level of professionalism I’ve experienced from your sales associates.

 

I sincerely hope my letter will encourage your corporate offices to promote Mr. Louis and Mr. Ruben and shower them with praises to encourage others on how to professionally execute customer service regardless if a customer completes the sale or chooses to cancel and request a full refund the following day.

 

In summary I would consider purchasing from your Queens Blvd. Showroom and hope to have either Mr. Louis or Mr. Ruben as my sales associate. Until then I look forward to receiving my full $641.99 refund within the 7-10 business days.

 

Sincerely,

Mamour

From: Debbie
Sent: Tuesday, October 10, 2006 3:48 PM

Subject: thank you!!!

I have to say, that is fantastic customer service on your part!

I've already recommended your product to many friends who fell

in love with our sectional. 

 

Now, I have even more reason to send business

your way.  Have a great day!

 

Debbie

From: Lisa in NYC

 

I bought a sofa from Jennifer Convertibles in NYC.

If Jennifer Convertibles was willing to sell me a couch that can resist red wine, Nacho cheese,

salsa, nail polish remover, etc....

 

I'd be more than happy to write some nice things about his furniture.

 

It's not every day that you get quality like this.

 

Thanks,

Lisa

Manhattan

September 7, 2006

 

Mr. Harley Greenfield

CEO

Jennifer Convertibles

 

Dear Mr. Greenfield,

 

Just a brief note to tell you about an outstanding employee. We entered your store at 965 Third Ave, NYC just to look at the furniture. Then we met Donald who was very helpful showing us the various options. At the time we had no thought of buying.

 

A few weeks later, we had purchased a co-op and we needed some new furniture. We remembered Donald and decided to go back to the store even though we are moving to New Jersey. Again, he was most helpful. We finally decided to purchase two convertibles for our new apartment.

 

As a marketing professor and owner of a consulting / research firm for many years I know how important good employees are. Donald shows an outstanding level of customer concern and knowledge of the product line. I hope you keep your eye on him for more responsibility in the future. He deserves any rewards he might get.

 

Thanks very much.

 

Very truly yours,

Dr. Alan

President

From: C-J.

Sent: Monday, September 11, 2006 4:36 PM

To: issues@jenniferfurniture.com

Subject: Jennifer Feedback - Merchandise Issues

 

Name:          C-J.

City:          Astoria

State:         NY

Zip:           11105

Purchase:      965 Third Avenue, NYC

 

Details:       Dear Sir or Madam,

 

I'm writing to commend you on two members of your sales staff at the 965

Third Avenue in New York City - Walter M. and Susanna M.

 

I first went to this location on August 28, 2006 to look at a convertible

love seat.  Walter was incredibly helpful in answering all of my many

questions and even took time to discuss in detail everything that was

covered/not covered in the Upholstery Shield option, which led to my decision

to purchase this as well. Even though he told me he's a relatively new team

member at that store he spoke with a level of knowledge that demonstrated

that he obviously knew the merchandise of your store.  I was so impressed

with his customer service that I actually went back the next day to purchase

the couch from him so it would count towards his sales numbers.  In

addition, he was great  to suggest arranging a Saturday delivery that worked

better with my schedule.

 

On Friday, September 8, 2006 Susanna called me to let me know what time my

couch would be arriving and to make sure that I didn't have any questions.

In the time that had passed between my purchasing the couch and having it

delivered several people told me that your Company had a bad reputation and

that nothing would go as planned.  It gave me great satisfaction to let all

of those "nay sayers" know this morning that everything went well according

to plan that that I would recommend this store to anyone.

 

In closing, I would like to thank you for having such wonderful employees in

this particular store.  I had actually gone to your store in Astoria but was

basically ignored by the sales staff there which is what led me to go to the

965 Third Avenue location.

 

Walter and Susanna are both great representatives of Jennifer Convertibles

and I look forward to making future purchases from them.

 

All the best,

C-J.

From: Perry

Sent: Saturday, September 09, 2006 11:14 AM

To: issues@jenniferfurniture.com

Subject: Jennifer Feedback - Merchandise Issues

 

 

Name:          Perry

City:          Highland Heights

State:         OH

Zip:           44143

 

Purchase:      Lyndhurst, Ohio

 

Details:       I just want to notify you that my wife Diane and I cannot say

enough good things about how we were treated by Lisa at your Lyndhurst

store.  We bought a leather couch from Jennifer almost 4 years ago and,

thankfully, bought the lifetime leather guarantee.  We had a problem

where one of the cushions that couldn't be properly repaired.  Thanks to

Lisa examining and listening to our problem, we got credit on our original

purchase toward the purchase of a new couch, loveseat, chair and ottoman.

 

They were delivered yesterday and we are very pleased with our new Jennifer

Convertible furniture.  Thanks to Lisa and the others at the Lyndhurst store

for being in tune to customer concerns.  We are telling everyone our story

of the great service you provide.

 

Perry and Diane

Highland Heights, Ohio

From: John

Sent: Monday, September 04, 2006 3:01 PM

To: issues@jenniferfurniture.com

Subject: Jennifer Feedback - Merchandise Issues

 

Name:          John

City:          Henderson

State:         NV

Zip:           89044

 

Purchase:      Henderson, NV

 

Details:       We would like to compliment your staff for excellent service.

We appreciate Carmen's personal attention to our needs during our purchase.

We also want to compliment your delivery service for being on-time and

Courteous.

 

Thank you very much.

John