My wife and I picked out a couch we liked in the showroom at Jennifer Convertibles. However, we wanted a sleeper sofa. The floor manager talked us into the sleeper version of the model we liked. We were concerned it might not be as comfortable, however we were guaranteed it would be 98% as comfortable. Fast forward to two weeks later of delivery. Our sofabed squeaks, it caves into the middle and the slip cover is totally different than the model we liked. It doesn't feel close to the model we picked out. We went to the showroom, spoke with the manager about our unhappniess and wanting to return. She told us to have the technician come out and look at it first, and then deal with customer service(as they are just a showroom). The next weekend the tech comes out, agrees with everything we say, and even throws around the word, "defective." A week goes by and we check in with customer service, and they respond by telling us that the technician found no issues. Now I'm submitting to BBB, as we spent over $2000 for this sofabed and ottoman. I wrote a 2 page letter to the head of customer care, as well as spoke with the district manager. I was told, "it's not like returning a shirt." Basically, we're getting the runaround, months are going by, and everyone is taking the technicians' word, when he told us differerntly. Stay far away from this company.