Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I originally purchased two chairs that were half the cost of the ones I have now. We had to have several of the original chairs replaced due to defects. In January of 2015 we were issued a refund and we purchased the current chairs, which I have a receipt for dated 1/8/2015. I have contacted the company who manufactures the current chair and they told me the warranty starts the day of delivery. How can you start a warranty on something I did not own in December of 2014. We have had nothing but issues with Jeromes product. The current chairs also had issues in April of 2015 and that was taken care of. The chairs we now have cost 699.00 each and should last more than a year. The so called leather is cracking and splitting. I would understand if it were the same chair but it is totally a different chair and double the price!Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Jerome's contacted us by phone and offered to refund our purchase price, minus the initial delivery charge. The delivery charge was $89.99. We do not accept an offer in which we still lose money on defective merchandise. As stated in our initial complaint, we purchased the protection plan and would have accepted repair. Since Jerome's will not repair the product, we should get all of our money back, which totals $752.87. We have already lost money due to the fact that we gave away all of our old table linens and purchased new ones for the new table.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.we have had multiple people in our home who took pictures of the couch; we had appointments that were not kept; they will not return a phone call or an email; there is literally not a real person we have spoken to that has rectified our complaint on any level. This product is defective and Jerome's should stand behind the quality of the merchandise they sell. The fact that we had to come this far for a refund or replacement only to get the same response is very disappointing. I would like a print out of every time there was correspondence between myself and Jerome's - I am sure that less than half of the communication is documented. We would like a prompt refund or replacementRegards,[redacted]
The store of purchase is contacting the consumer in regards to the Love It! guarantee which is offered in the store location.Should the consumer need additional assistance we can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
We appreciate your patronage and apologize
once again for the inconvenience which occurred.
Unfortunately we are
unable to comply with your request for credit of the full amount of the bed to
be offered for inconvenience.
After review of your
account, the refund which was offered was for the delivery fee of $89.99, which
was already refunded.
We did also mail you out
a $100 gift certificate which can be used toward a future purchase.
There is currently no
record or pending refunds for any additional amounts other than what was listed
above.
We do apologize once
again. For the additional inconvenience we can gladly extend free
delivery to you (up to $89.99 value) on your next purchase.
Your account has been
notated with this information, which has no expiration date.
Should you have any
additional questions, please feel free to contact us at [redacted]
Sincerely,
Jerome's Furniture
Hello,A technician was sent out to the customer's home on 11/4/2017, we are ordering the customer new parts for the bed frame. Once the parts arrive we will send out a technician to install the parts.Should you have any questions please reach out to our support team at...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They are correct regarding their 1 Year Warranty & 3 Years on Cushions. That is why I paid an additional $299 for their 5 Year Warranty Plan which in Jerome’s response they did not acknowledge. Also I indicated 2 Wheels not 1 Wheel. It sounds like no one from Jerome’s read my complaint if they did they would of known their 5 Year protection Company [redacted] came to my home per Jerome’s scheduling, since then no response from [redacted]. Jerome’s response shows lack of timing & concern and to not acknowledge my PAID IN FULL 5 YEAR WARRANTY TO JEROMES NOT BRING ACKNOWLEDGED SHOULD BE A CONSUMERS CONCERN BEING THAT JEROME OFFERS IT & request payment in full. If it is not resolved I will have no choice but to seek legal
Regards,
[redacted]
Good Afternoon,
Per our phone conversation today, I have attached the documents that were requested. These photos were taken today. The ottoman is not depicted here. It is being stored in the garage; I'm unable to access it without help with moving some items. If you need a picture of that as well, please let me know; I can get it to you tomorrow. Please note that Jerome's is in possession of photos and a written report from their own technician. Thank you for your call today.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Poor products and poor customer service. Couch has bee replaced 4 times and now another major piece broke and was replaced incorrectly. The tech showed up by himself and required assistance. I was required to assist with turning over a couch and holding pieces in place sustaining further injury to my back. You can never reach a manager and keep getting bounced back and forth.At this point, I would like my couches picked up and a full refund provided so I can take my business elsewhere.
Regards,
[redacted]
Revdex.com:
I acknowledge that I will lose [redacted] protection with a refund. I accept the loss of [redacted]. I have not yet received the replacement cushion cover. I will notified Revdex.com when that arrives and when the refund is confirmed.
In regards to this complaint it looks like the customer did receive the ottoman on June 11, 2015. I have sent the customer an e-mail to the e-mail address they provided on the claim to see if they need further assistance.Thank you,[redacted]Customer Care Manager
Thank you for providing us the additional information.
Our warranty does cover any manufacturing defects which are reported within the 1st year. Our warranty is for parts and repair and unfortunately not for replacement.
The technician that went to your daughter's residence was our lead technician. If you wish, we can have another technician go out to the residence, however, our lead inspector already visited the home and based upon the pictures this is not considered a manufacturing defect.
Should your daughter wish to set up an additional appointment, she may simply contact us at [redacted]
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...
this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Ok. I would just let the customer know that [redacted] will be addressing the claim with him directly and to contact us at [redacted] if he has any additional questions. ** Thank you [redacted] [redacted]Customer Care ManagerJerome’s Furniture Warehouse16960 Mesamint StreetSan Diego, CA 92127Ph: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I've stated before how I didn't need an exchange for different furniture. I no longer have a need for any couch as I am moving across the country. I cannot take any furniture with me. The complaint is about your policy. I hope someone reads this and doesn't fall into the same situation I did. Never in my entire life have I head a company not take a return less than a month after purchase, but hey, good scam you have going here.
Regards,
[redacted]
Dear [redacted]
Thank you for the additional information. We apologize for any miscommunication.
The OOPS protection policy would have been e-mailed by [redacted] directly.
Unfortunately Jerome's does not provide your direct policy information, since this has to come from the company in which your warranty is under.
To request a copy of the [redacted] policy, simply contact them directly at[redacted]
We understand your frustration. The issue which you are reporting is outside of our warranty for repairs.
Per our original correspondence we did send the technician out as a one-time best effort repair, since the incident was reported outside of our warranty.
We can gladly offer a secondary repair which would also be on a one-time best effort repair basis.
Should you wish for us to send out a secondary technician, please feel free to contact our Customer Care Department at [redacted]
Sincerely,
Jerome's Furniture
Our corporate office said it was OK to take back the table for a full refund including the original delivery fee as a courtesy to the customer. Yes, we called and were only able to leave a message for the customer. Customer has not called us back. The notes are listed in the order if the customer does contact us back we can still pick it up, but I am only able to extend the offer for the pick-up for an additional week and a half. This will expire on 6/13/16.
Dear [redacted], Thank you for reaching out to us. We apologize for the inconvenience which has occurred and understand your concern and frustration.With all mattresses purchased there is a breaking-in period for the new mattress to conform to your body. This...
breaking in period can take roughly 4-6 weeks to occur.We are currently working with the store to see if there is anything else which can be offered. Unfortunately, even if the same mattress is delivered the breaking in period would start over.A representative will be in contact with you within 48 hours with an outcome.Should you need immediate assistance, please do not hesitate to contact us at (866) 633-4094.Sincerely,Jerome's Furniture
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, please see the details below.
Jerome’s has finally addressed our warranty claim but our request that Jerome’s either replace the furniture or refund our money still stands. Under the states implied warranty of merchantability, also known as California Civil Code, the 30 day window for Jerome’s to perform the needed repairs has expired and in a phone message by [redacted] of Jerome’s on 2/3/2016 she indicated that they needed to import parts from overseas and that sometimes it takes up to 17 weeks which is quite unacceptable for a couch set that is not even a year old.
As was noted in the claim, this set has been subject to two repair requests since its delivery in March of 2015 and with the need to replace cushions within the first six months of ownership, suggests that this set of furniture is defective.
I also find that comments in Jerome’s Revdex.com claim response and [redacted] phone message that Jerome’s has trying to contact us for a month to make repairs is not correct and our records show that first contact was made 1/19/2016 and again on 2/2/2016 by someone named [redacted] at phone number [redacted] Both times I call this phone number I was told, in one case by [redacted] that there was no record of Jerome’s calling me and there was no open service request for my couch set.
I have responded via email to [redacted] and I believe that I have acted in good faith with Jerome’s on the first purchase for this company and because they did not repair the couch set within the allotted 30 days that they honor my request to have the couch set replaced or refund the purchase price.Regards,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I originally purchased two chairs that were half the cost of the ones I have now. We had to have several of the original chairs replaced due to defects. In January of 2015 we were issued a refund and we purchased the current chairs, which I have a receipt for dated 1/8/2015. I have contacted the company who manufactures the current chair and they told me the warranty starts the day of delivery. How can you start a warranty on something I did not own in December of 2014. We have had nothing but issues with Jeromes product. The current chairs also had issues in April of 2015 and that was taken care of. The chairs we now have cost 699.00 each and should last more than a year. The so called leather is cracking and splitting. I would understand if it were the same chair but it is totally a different chair and double the price!Regards,[redacted]
This consumer’s
complaint was already resolved. The customer ended up reselecting and her
new selection was delivered yesterday.
Please...
let us know if
you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Jerome's contacted us by phone and offered to refund our purchase price, minus the initial delivery charge. The delivery charge was $89.99. We do not accept an offer in which we still lose money on defective merchandise. As stated in our initial complaint, we purchased the protection plan and would have accepted repair. Since Jerome's will not repair the product, we should get all of our money back, which totals $752.87. We have already lost money due to the fact that we gave away all of our old table linens and purchased new ones for the new table.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.we have had multiple people in our home who took pictures of the couch; we had appointments that were not kept; they will not return a phone call or an email; there is literally not a real person we have spoken to that has rectified our complaint on any level. This product is defective and Jerome's should stand behind the quality of the merchandise they sell. The fact that we had to come this far for a refund or replacement only to get the same response is very disappointing. I would like a print out of every time there was correspondence between myself and Jerome's - I am sure that less than half of the communication is documented. We would like a prompt refund or replacementRegards,[redacted]
The store of purchase is contacting the consumer in regards to the Love It! guarantee which is offered in the store location.Should the consumer need additional assistance we can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
Dear [redacted]
We appreciate your patronage and apologize
once again for the inconvenience which occurred.
Unfortunately we are
unable to comply with your request for credit of the full amount of the bed to
be offered for inconvenience.
After review of your
account, the refund which was offered was for the delivery fee of $89.99, which
was already refunded.
We did also mail you out
a $100 gift certificate which can be used toward a future purchase.
There is currently no
record or pending refunds for any additional amounts other than what was listed
above.
We do apologize once
again. For the additional inconvenience we can gladly extend free
delivery to you (up to $89.99 value) on your next purchase.
Your account has been
notated with this information, which has no expiration date.
Should you have any
additional questions, please feel free to contact us at [redacted]
Sincerely,
Jerome's Furniture
Hello,A technician was sent out to the customer's home on 11/4/2017, we are ordering the customer new parts for the bed frame. Once the parts arrive we will send out a technician to install the parts.Should you have any questions please reach out to our support team at...
866.633.4094.Sincerely, Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They are correct regarding their 1 Year Warranty & 3 Years on Cushions. That is why I paid an additional $299 for their 5 Year Warranty Plan which in Jerome’s response they did not acknowledge. Also I indicated 2 Wheels not 1 Wheel. It sounds like no one from Jerome’s read my complaint if they did they would of known their 5 Year protection Company [redacted] came to my home per Jerome’s scheduling, since then no response from [redacted]. Jerome’s response shows lack of timing & concern and to not acknowledge my PAID IN FULL 5 YEAR WARRANTY TO JEROMES NOT BRING ACKNOWLEDGED SHOULD BE A CONSUMERS CONCERN BEING THAT JEROME OFFERS IT & request payment in full. If it is not resolved I will have no choice but to seek legal
Regards,
[redacted]
Good Afternoon,
Per our phone conversation today, I have attached the documents that were requested. These photos were taken today. The ottoman is not depicted here. It is being stored in the garage; I'm unable to access it without help with moving some items. If you need a picture of that as well, please let me know; I can get it to you tomorrow. Please note that Jerome's is in possession of photos and a written report from their own technician. Thank you for your call today.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Poor products and poor customer service. Couch has bee replaced 4 times and now another major piece broke and was replaced incorrectly. The tech showed up by himself and required assistance. I was required to assist with turning over a couch and holding pieces in place sustaining further injury to my back. You can never reach a manager and keep getting bounced back and forth.At this point, I would like my couches picked up and a full refund provided so I can take my business elsewhere.
Regards,
[redacted]
Revdex.com:
I acknowledge that I will lose [redacted] protection with a refund. I accept the loss of [redacted]. I have not yet received the replacement cushion cover. I will notified Revdex.com when that arrives and when the refund is confirmed.
Thank you
[redacted]
In regards to this complaint it looks like the customer did receive the ottoman on June 11, 2015. I have sent the customer an e-mail to the e-mail address they provided on the claim to see if they need further assistance.Thank you,[redacted]Customer Care Manager
Thank you for providing us the additional information.
Our warranty does cover any manufacturing defects which are reported within the 1st year. Our warranty is for parts and repair and unfortunately not for replacement.
The technician that went to your daughter's residence was our lead technician. If you wish, we can have another technician go out to the residence, however, our lead inspector already visited the home and based upon the pictures this is not considered a manufacturing defect.
Should your daughter wish to set up an additional appointment, she may simply contact us at [redacted]
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...
this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Ok. I would just let the customer know that [redacted] will be addressing the claim with him directly and to contact us at [redacted] if he has any additional questions. ** Thank you [redacted] [redacted]Customer Care ManagerJerome’s Furniture Warehouse16960 Mesamint StreetSan Diego, CA 92127Ph: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I've stated before how I didn't need an exchange for different furniture. I no longer have a need for any couch as I am moving across the country. I cannot take any furniture with me. The complaint is about your policy. I hope someone reads this and doesn't fall into the same situation I did. Never in my entire life have I head a company not take a return less than a month after purchase, but hey, good scam you have going here.
Regards,
[redacted]
Dear [redacted]
Thank you for the additional information. We apologize for any miscommunication.
The OOPS protection policy would have been e-mailed by [redacted] directly.
Unfortunately Jerome's does not provide your direct policy information, since this has to come from the company in which your warranty is under.
To request a copy of the [redacted] policy, simply contact them directly at[redacted]
We understand your frustration. The issue which you are reporting is outside of our warranty for repairs.
Per our original correspondence we did send the technician out as a one-time best effort repair, since the incident was reported outside of our warranty.
We can gladly offer a secondary repair which would also be on a one-time best effort repair basis.
Should you wish for us to send out a secondary technician, please feel free to contact our Customer Care Department at [redacted]
Sincerely,
Jerome's Furniture
Our corporate office said it was OK to take back the table for a full refund including the original delivery fee as a courtesy to the customer. Yes, we called and were only able to leave a message for the customer. Customer has not called us back. The notes are listed in the order if the customer does contact us back we can still pick it up, but I am only able to extend the offer for the pick-up for an additional week and a half. This will expire on 6/13/16.
Dear [redacted], Thank you for reaching out to us. We apologize for the inconvenience which has occurred and understand your concern and frustration.With all mattresses purchased there is a breaking-in period for the new mattress to conform to your body. This...
breaking in period can take roughly 4-6 weeks to occur.We are currently working with the store to see if there is anything else which can be offered. Unfortunately, even if the same mattress is delivered the breaking in period would start over.A representative will be in contact with you within 48 hours with an outcome.Should you need immediate assistance, please do not hesitate to contact us at (866) 633-4094.Sincerely,Jerome's Furniture
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, please see the details below.
Jerome’s has finally addressed our warranty claim but our request that Jerome’s either replace the furniture or refund our money still stands. Under the states implied warranty of merchantability, also known as California Civil Code, the 30 day window for Jerome’s to perform the needed repairs has expired and in a phone message by [redacted] of Jerome’s on 2/3/2016 she indicated that they needed to import parts from overseas and that sometimes it takes up to 17 weeks which is quite unacceptable for a couch set that is not even a year old.
As was noted in the claim, this set has been subject to two repair requests since its delivery in March of 2015 and with the need to replace cushions within the first six months of ownership, suggests that this set of furniture is defective.
I also find that comments in Jerome’s Revdex.com claim response and [redacted] phone message that Jerome’s has trying to contact us for a month to make repairs is not correct and our records show that first contact was made 1/19/2016 and again on 2/2/2016 by someone named [redacted] at phone number [redacted] Both times I call this phone number I was told, in one case by [redacted] that there was no record of Jerome’s calling me and there was no open service request for my couch set.
I have responded via email to [redacted] and I believe that I have acted in good faith with Jerome’s on the first purchase for this company and because they did not repair the couch set within the allotted 30 days that they honor my request to have the couch set replaced or refund the purchase price.Regards,[redacted]