Dear [redacted]
Thank you for reaching out to us. We apologize for the inconvenience which occurred.
We unfortunately were unable to reach you on the phone # which was provided in your claim.
Per your request, your order has been cancelled and the refund has been...
processed back to the [redacted] on file.
Credit Card refunds can take up to 3-5 business days to reflect as an available credit depending on your banking institution.
We apologize again for the inconvenience which occurred with the available inventory on your bedroom set.
For the inconvenience we can gladly extend free delivery to you on a future purchase (up to $99 value). This offer has been notation on your account and does not have an expiration date.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Good morning,
I do understand your frustration but again what the tech measured on the mattress isn't considered a defect on the mattress, these measurements are normal body impressions, again within in 30 days from the last inspection Jerome's will be more than happy to send out another technician from [redacted] to do a second inspection.
If you have any questions please contact Jerome's at [redacted]
Thank you!
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]
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
[redacted] I should have mentioned ... no gift cards or communications have been received from Jerome's as of the evening of 26 May, 2015. [redacted] From: [redacted] To: [redacted] Sent: 5/26/2015 8:17:46 P.M. Pacific Daylight Time Subj: Complaint ID [redacted]_Jerome's Revdex.com Review agent: I called the Revdex.com in San Diego today because I felt that there were still some issues with a complaint [redacted] I filed on 4/17/2015 against Jeromes Furniture Warehouse. Jerome’s Furniture Warehouse (specifically [redacted] Customer Care Manager) said that they were unable to comply with my request for repair, but “As a good faith gesture, we can gladly offer you 50% of the original retail cost of the lift chair in gift certificates”, and said that the amount was $225. My chair’s retail cost was $699.99 as the attached invoice shows. I accept [redacted] offer of 50% of the original retail cost of the lift chair in gift certificates, but I would like the amount to be accurate. I have tried to call her 3 times, but have not received a return call. I tried to make a comment through the Revdex.com site, but it showed my complaint as being closed. I appreciate your help. [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.
This order was never fulfilled on the stated day of March 3,2015. That was a part of the original problem. Instead of taking the full set back and refunding my order Jerome's insure me that I would receive my order by April. When that order was never received that is when this problem excelled. I try to call & leave messages for several people at several location to resolve this during the past months. As I mentioned in the previous message, the shipping rep said that the order was cancelled and my refund was ready. I WANT MY REFUND. Giving all the time that has past, I have taken my business elsewhere. Since this complaint has been initiated still no one has contacted me and when I call on the phone, EVERBODY (Management) refuses to get on the phone. In November when I came into the store (cussed & fussed), I was told them same thing, but workers refused to look up my item & just send out what they thought I wanted. WRONG AGAIN. The driver that came was very disrespectful and combative with my neighbors. This is totally unacceptable. If you cant provide what I originally seek to purchase then a refund is needed. If your claiming the merchandise is there and it is the wrong order then a refund is needed. I have never took possession of the order, if it is still there it is considered new/unused, REFUND.
Sincerely,
[redacted]
Dear [redacted]
Thank you for reaching out to us. At the time of purchase, all mattresses come with a warranty directly through the manufacturer.
This warranty guarantees the mattress to be free of manufacturing/structural defects according to the guidelines set forth in the warranty...
guideline for the manufacturer.
With all mattress purchases, it can take several months for the mattress to achieve the maximum level of comfort which you are seeking. We also recommend to rotate the mattress every month to allow for the mattress to evenly break in.
We understand and apologize for any miscommunication. Unfortunately we are unable to comply with your request for a refund on this mattress.
You, do, however have the warranty through the manufacturer. Should you notice any structural defects, please do not hesitate to contact us at (866) 633-4094 and we can gladly send out the manufacturer approved inspection company to review the mattress in your residence.
Sincerely,
Jerome's Furniture
Dear [redacted]
We appreciate you contacting us and value the feedback you have
provided. We apologize for the...
inconvenience which has occurred. After review of your
account, we have confirmed that the delivery of the footboard was already
completed. The delivery fee in the
amount of $89.99 will be refunded back onto your finance account for the
inconvenience. Finance refunds can take
up to 2 billing cycles to reflect on your statement. Should you have any
additional questions or concerns, please do not hesitate to contact Customer
Care at [redacted] Sincerely,[redacted]
Customer Care Manager
In regards to this claim, the consumer was already taken care of.The merchandise was picked up on July 22, 2015.Should the consumer need additional information, they can contact us directly at [redacted]Sincerely,[redacted]Customer Care Manager
Dear [redacted]Thank you for reaching out to us. We
apologize for any inconvenience which has occurred.
After review of your
account, the order was delivered on March 3, 2015. On this delivery we
provided the trundles (the daybed only comes with a trundle, this set...
based
upon our website does not offer drawers), since the merchandise was out of stock
at that time.
We attempted to deliver
the new trundles in November, however, the merchandise was sent back.
The trundle which was
originally provided as a loaner was the same item which we delivered in
November.
Information has been
sent to the [redacted] showroom to have a sales manager or supervisor contact you
in regards to your invoice. Unfortunately it does not appear this bed is
sold/and or comes with the option for under drawers vs. a trundle.
Please expect a call
within 48 hours.
Should you have any
additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
Dear [redacted]
Thank you for reaching out to us; we apologize for any inconvenience which has occurred.
After review of your account, the merchandise in question was delivered on August 16, 2015. The damages were reported on August 31, 2015, which...
is past the grace period to report scratches.
We did offer to exchange the merchandise, however, per your request you asked to keep as is, which we would then offer 10% off the retail cost of the item in question which is a total of $153. At this time you opted to not keep the merchandise as is or to have us exchange the merchandise.
We do understand your frustration, however, once the merchandise has been delivered we do not offer a return policy and our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date.
As of now, we are unable to honor the 10% off due to the length of time which has passed since you initially reported this issue and the last time you were in contact with us.
We can gladly send one of our service technicians to the residence to confirm the condition of the merchandise as well as the current damages to confirm what we can offer as of now.
We offer technician appointments in your area 7 days a week (if you are not on base); the next currently available appointment is Monday February 8, 2016.
In regards to the property damage this information was sent to our 3rd party delivery company who makes our deliveries. A member of [redacted] management staff would have been in direct contact with you in regards to the stains caused on your carpet.
Correspondence has been sent to them to contact you by the end of this week in regards to the property damage claim.
To schedule a technician appointment, simply contact us at[redacted] and we can gladly assist you further.
Sincerely,
Jerome's Furniture
Thank you for reaching out to us. We apologize
for the inconvenience you and your family incurred on delivery.
Our ultimate goal is to
provide a pleasant shopping experience accompanied by exceptional...
service.
I am displeased to hear you have not received the 5 star service we
strive to achieve.
After review of your
account the delivery fee in the amount of $159.99 has already been refunded.
We do understand your frustration and have offered the delivery fee as
compensation for your inconvenience.
Please do not hesitate
to contact us at [redacted] should you have any additional questions or
concerns.
Sincerely,
Jerome’s Furniture
For this claim, Jerome's contacted the customer directly for resolution.An exchange was offered as a good faith gesture since the damage reported would not be covered under the [redacted] warranty.The consumer was notified to contact us to schedule the exchange.Should the consumer have any additional...
questions or concerns, we can be reached 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 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]
attach warranty (again this is not a stain issue this is a fault with the springs on twin and queen mattresses) I have been back in forth on who will honor or who claim too I'm tired of this
For this claim, the entertainment center was picked-up on December 23, 2015.
The merchandise that was picked-up from the consumers residence was a TV Console and 2 piers/bases.
The refund will be process back to the original method of payment.
In regards to the consumers...
concerns expressed on the assistance which was received, we assure you this will be further looked into to prevent a similar situation from occurring in the future.
Should the consumer have any additional questions or concerns, she may simply contact us at ([redacted]
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]
In regards to this claim, the refund was overnighted to the consumer last week.
The consumer should have received the refund check in question.
Should the consumer have any additional questions or concerns, they 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]
In regards to this complaint, we did pick-up the merchandise in the residence when the customer reselected.A new delivery fee would be associated with this type of transaction. We are unable to comply with the customer's request for refund of either the delivery fee or donation pick-up fee.A $50 gift certificate will be issued to the address on the claim as a good faith gesture.The gift certificate is valid for one year from the issuance date and can be redeemed at any one of our 11 showroom locations.Should the consumer need additional information, please contact us directly at [redacted]Sincerely,Oneida Altman[redacted]
Dear [redacted]
Thank you for reaching out to us. We apologize for the inconvenience which occurred.
We unfortunately were unable to reach you on the phone # which was provided in your claim.
Per your request, your order has been cancelled and the refund has been...
processed back to the [redacted] on file.
Credit Card refunds can take up to 3-5 business days to reflect as an available credit depending on your banking institution.
We apologize again for the inconvenience which occurred with the available inventory on your bedroom set.
For the inconvenience we can gladly extend free delivery to you on a future purchase (up to $99 value). This offer has been notation on your account and does not have an expiration date.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
Good morning,
I do understand your frustration but again what the tech measured on the mattress isn't considered a defect on the mattress, these measurements are normal body impressions, again within in 30 days from the last inspection Jerome's will be more than happy to send out another technician from [redacted] to do a second inspection.
If you have any questions please contact Jerome's at [redacted]
Thank you!
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]
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
[redacted] I should have mentioned ... no gift cards or communications have been received from Jerome's as of the evening of 26 May, 2015. [redacted] From: [redacted] To: [redacted] Sent: 5/26/2015 8:17:46 P.M. Pacific Daylight Time Subj: Complaint ID [redacted]_Jerome's Revdex.com Review agent: I called the Revdex.com in San Diego today because I felt that there were still some issues with a complaint [redacted] I filed on 4/17/2015 against Jeromes Furniture Warehouse. Jerome’s Furniture Warehouse (specifically [redacted] Customer Care Manager) said that they were unable to comply with my request for repair, but “As a good faith gesture, we can gladly offer you 50% of the original retail cost of the lift chair in gift certificates”, and said that the amount was $225. My chair’s retail cost was $699.99 as the attached invoice shows. I accept [redacted] offer of 50% of the original retail cost of the lift chair in gift certificates, but I would like the amount to be accurate. I have tried to call her 3 times, but have not received a return call. I tried to make a comment through the Revdex.com site, but it showed my complaint as being closed. I appreciate your help. [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.
This order was never fulfilled on the stated day of March 3,2015. That was a part of the original problem. Instead of taking the full set back and refunding my order Jerome's insure me that I would receive my order by April. When that order was never received that is when this problem excelled. I try to call & leave messages for several people at several location to resolve this during the past months. As I mentioned in the previous message, the shipping rep said that the order was cancelled and my refund was ready. I WANT MY REFUND. Giving all the time that has past, I have taken my business elsewhere. Since this complaint has been initiated still no one has contacted me and when I call on the phone, EVERBODY (Management) refuses to get on the phone. In November when I came into the store (cussed & fussed), I was told them same thing, but workers refused to look up my item & just send out what they thought I wanted. WRONG AGAIN. The driver that came was very disrespectful and combative with my neighbors. This is totally unacceptable. If you cant provide what I originally seek to purchase then a refund is needed. If your claiming the merchandise is there and it is the wrong order then a refund is needed. I have never took possession of the order, if it is still there it is considered new/unused, REFUND.
Sincerely,
[redacted]
Dear [redacted]
Thank you for reaching out to us. At the time of purchase, all mattresses come with a warranty directly through the manufacturer.
This warranty guarantees the mattress to be free of manufacturing/structural defects according to the guidelines set forth in the warranty...
guideline for the manufacturer.
With all mattress purchases, it can take several months for the mattress to achieve the maximum level of comfort which you are seeking. We also recommend to rotate the mattress every month to allow for the mattress to evenly break in.
We understand and apologize for any miscommunication. Unfortunately we are unable to comply with your request for a refund on this mattress.
You, do, however have the warranty through the manufacturer. Should you notice any structural defects, please do not hesitate to contact us at (866) 633-4094 and we can gladly send out the manufacturer approved inspection company to review the mattress in your residence.
Sincerely,
Jerome's Furniture
Dear [redacted]
We appreciate you contacting us and value the feedback you have
provided. We apologize for the...
inconvenience which has occurred. After review of your
account, we have confirmed that the delivery of the footboard was already
completed. The delivery fee in the
amount of $89.99 will be refunded back onto your finance account for the
inconvenience. Finance refunds can take
up to 2 billing cycles to reflect on your statement. Should you have any
additional questions or concerns, please do not hesitate to contact Customer
Care at [redacted] Sincerely,[redacted]
Customer Care Manager
In regards to this claim, the consumer was already taken care of.The merchandise was picked up on July 22, 2015.Should the consumer need additional information, they can contact us directly at [redacted]Sincerely,[redacted]Customer Care Manager
Dear [redacted]Thank you for reaching out to us. We
apologize for any inconvenience which has occurred.
After review of your
account, the order was delivered on March 3, 2015. On this delivery we
provided the trundles (the daybed only comes with a trundle, this set...
based
upon our website does not offer drawers), since the merchandise was out of stock
at that time.
We attempted to deliver
the new trundles in November, however, the merchandise was sent back.
The trundle which was
originally provided as a loaner was the same item which we delivered in
November.
Information has been
sent to the [redacted] showroom to have a sales manager or supervisor contact you
in regards to your invoice. Unfortunately it does not appear this bed is
sold/and or comes with the option for under drawers vs. a trundle.
Please expect a call
within 48 hours.
Should you have any
additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
Dear [redacted]
Thank you for reaching out to us; we apologize for any inconvenience which has occurred.
After review of your account, the merchandise in question was delivered on August 16, 2015. The damages were reported on August 31, 2015, which...
is past the grace period to report scratches.
We did offer to exchange the merchandise, however, per your request you asked to keep as is, which we would then offer 10% off the retail cost of the item in question which is a total of $153. At this time you opted to not keep the merchandise as is or to have us exchange the merchandise.
We do understand your frustration, however, once the merchandise has been delivered we do not offer a return policy and our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date.
As of now, we are unable to honor the 10% off due to the length of time which has passed since you initially reported this issue and the last time you were in contact with us.
We can gladly send one of our service technicians to the residence to confirm the condition of the merchandise as well as the current damages to confirm what we can offer as of now.
We offer technician appointments in your area 7 days a week (if you are not on base); the next currently available appointment is Monday February 8, 2016.
In regards to the property damage this information was sent to our 3rd party delivery company who makes our deliveries. A member of [redacted] management staff would have been in direct contact with you in regards to the stains caused on your carpet.
Correspondence has been sent to them to contact you by the end of this week in regards to the property damage claim.
To schedule a technician appointment, simply contact us at[redacted] and we can gladly assist you further.
Sincerely,
Jerome's Furniture
Dear [redacted]
Thank you for reaching out to us. We apologize
for the inconvenience you and your family incurred on delivery.
Our ultimate goal is to
provide a pleasant shopping experience accompanied by exceptional...
service.
I am displeased to hear you have not received the 5 star service we
strive to achieve.
After review of your
account the delivery fee in the amount of $159.99 has already been refunded.
We do understand your frustration and have offered the delivery fee as
compensation for your inconvenience.
Please do not hesitate
to contact us at [redacted] should you have any additional questions or
concerns.
Sincerely,
Jerome’s Furniture
For this claim, Jerome's contacted the customer directly for resolution.An exchange was offered as a good faith gesture since the damage reported would not be covered under the [redacted] warranty.The consumer was notified to contact us to schedule the exchange.Should the consumer have any additional...
questions or concerns, we can be reached 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 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]
Thank you for the
additional information.
An additional $125 in
gift certificates will be issued to the consumer for the pricing difference on
the 2 chairs for the peeling which has occurred.
The consumer will receive
the additional certificates in the mail within the next 7-10 business days.
Thank you,
[redacted]
Customer Care Manager
attach warranty (again this is not a stain issue this is a fault with the springs on twin and queen mattresses) I have been back in forth on who will honor or who claim too I'm tired of this
For this claim, the entertainment center was picked-up on December 23, 2015.
The merchandise that was picked-up from the consumers residence was a TV Console and 2 piers/bases.
The refund will be process back to the original method of payment.
In regards to the consumers...
concerns expressed on the assistance which was received, we assure you this will be further looked into to prevent a similar situation from occurring in the future.
Should the consumer have any additional questions or concerns, 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]
In regards to this claim, the refund was overnighted to the consumer last week.
The consumer should have received the refund check in question.
Should the consumer have any additional questions or concerns, they 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]
In regards to this complaint, we did pick-up the merchandise in the residence when the customer reselected.A new delivery fee would be associated with this type of transaction. We are unable to comply with the customer's request for refund of either the delivery fee or donation pick-up fee.A $50 gift certificate will be issued to the address on the claim as a good faith gesture.The gift certificate is valid for one year from the issuance date and can be redeemed at any one of our 11 showroom locations.Should the consumer need additional information, please contact us directly at [redacted]Sincerely,Oneida Altman[redacted]