I bought a sectional sofa from Jennifers convertible. My boyfriend picked it up and noticed the box was damaged and taped up. He said to the dock manager that the box looked like it was returned, and was told that all of the boxes looked like that. When we unpackaged them at home (unfesible to do so at the dock) we noticed that the sofa feet were all nicked but put them on anyway. After we unpacked everything, we were ready to put the sofa together. The back to the chaise lounge was the wrong size (same size as the couch back) so it didn't fit. Then we tried to slip the little back onto the chaise, and noticed that the brackets were bent and wouldn't allow it to slip into it's place. I immediately called and told our salesperson the problem and he said that he would take care of it. It is impossible to speak to a cust service representative since they don't have an 800 number posted. I contacted them thru email and have never heard back and that was over a week ago. I have called and called the store where I purchased it and they finally gave me their regional managers number, where I left a message. 2 days later, when I contacted the store again, I was given customer care number where I waited almost a half an hour to speak to someone. There I spoke with Julio who said that I needed to make an appt with a repairman, and that he needs to come in and see what is wrong. I refused this service, stating that I paid for a new couch, and that I wanted that piece exchanged. I didn't want someone elses defective return. He finally put in for a request for an exchange. I later called the regional manager and she assured me that it is a process that you have to go thru, but that the wheels were in motion and that they were awaiting an approval from higher management. She assured me that it was a step in the right direction. She said to give it 48 hrs and then call back. I called back and they had no news for me. I waited another 48 hrs and still no news. I was finally informed last night 3/22/2010 that my request was denied and that they want to send a repairman to my house. After a very brief conversation with cust care today, I agreed to have a repair man to my house, but I want a new couch. I paid for a brand new couch and I received someone elses defective return. I think that I am entitled to brand new merchandise.
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