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 I have a refund for the couch, however, we were forced to pay a third party that Jerome’s Murrieta location referred us to for delivery of the sectional couch because you refused to deliver or even clean up the items purchased. We had to pay $99 for the delivery which I feel that we should be reimbursed for. Further, I have spoken to the corporate office in regards to the condition of the rug that was delivered and they are working on a possible refund of that item as well. The rug was completely dirty and covered with a lot of debris which the store refused to vaccuum prior to us purchasing the item. The delivery driver told us that he also asked staff at the Jerome’s Murrieta location to please vaccuum the rug and clean up the spills in the cup holders of the sectional couch and they again refused to vaccuum the rug and or clean out the cup holders of the sectional couch. I am not satisfied with the response from Jerome’s and would like a full refund of the rug as well as reimbursement for the $99 delivery that we had to pay.Sincerely,[redacted]
Regards,
[redacted]
In regards to this
claim, after review of the consumers report the merchandise was delivered on
June 18, 2015.
We sincerely apologize
for the...
inconvenience which occurred to the consumer. We have refunded
$100 onto the consumers [redacted] account for the delay on the arrival of the
merchandise.
The refund can take up
to 2 billing cycles to reflect on the consumers [redacted] statement.
Should the consumer have
any additional questions or concerns, please feel free to contact us directly
at [redacted]
For this claim, a message was left for the customer to contact us back. We currently have no records of current issues.If this is the sectional in question, the special order sectional was delivered on August 23, 2014. Jerome's warranty covers any manufacturing defects which are reported...
within the 1st year from the original delivery date.The one year warranty expired on August 23, 2015. The wooden frame is still covered under our warranty through August 23, 2019.We will wait for a call from the consumer with additional information in regards to the claim.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.
Ref # [redacted]Ms. [redacted]:I was just told that you will now be handling my complaints with Jerome's Furniture. The problems that I have been dealing with regarding customer service is are still occurs g with no end insight. Face to face conversations with the store manager have not accomplished a thing because I believe the structure of this organization is backwards with no accountability and no way to reach the Corporate structure to complain.I have forwarded to you my last email below of this morning regarding the latest issues with Jerome's. I don't know where to go from here other than to ask for a full refund on the two items that I purchased from these people and to get them out of my life. I have health issues and I cannot continue to deal with them for the next five years or more without it possibly affecting my health to some degree. These people just seem not to know what customer care is even supposed to be based on my personal experience with them.Please advise on what you can still do to resolve these issues or to help obtain a full refund on the two items I purchased from them.Thanks, [redacted] [redacted]
Dear Mr. [redacted], Thank you for reaching out to us with your concerns on the mattress protector which was purchased. We apologize for any confusion which has occurred.All bedding purchases are a final sale, due to the nature of these products.We understand...
your frustration in regards to the mattress protector not making your mattress cooler. These protectors can make your overall sleeping experience cooler, however, each individual person can have a different experience.Information has been sent to your original store of purchase to see if there is anything else that can possibly be offered.A member of their team will contact you within the next 24-48 hours.Should you need immediate assistance, please feel free to contact us at (866) 633-4094.Sincerely,Jerome's Furniture
In regards to this claim the consumer was contacted directly and a message was left at the phone # listed in his claim.
We will exchange the recliner as a good faith gesture.
Customer was advised to contact us back so we can schedule a delivery date.
Should you need further...
information, please do not hesitate to contact us.
Thank you,
The consumer will be contacted later today, directly, to offer options on the claim.Should the consumer need further assistance we can be reached (866) 633-4094.Sincerely,Jerome's Furniture
Bureau:
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 belowI HAVE BEEN CONTACTED ON ONE OCCASION TO ASK IF I HAD CONTACTEDTHE Finance company regarding this matter. No attempt to resolve this matter has been made and the accusation that Jeromes is making of a client care coordinator working with me directly is FALSE. I take it as a mere attempt to make this go away, and I am not at all satisfied. As a matter of fact, I am now even more upset due to the misleading statement made by Jeromes in an attempt to mislead the Revdex.com as well as myself. Please proceed on my behalf in this matter.
Regards,
[redacted]
In regards to this complaint we do offer our consumers several different finance options. [redacted] which is also known as [redacted] is one of the options.
This consumer financed through [redacted], after review of their account.
Jerome's does not offer in-house...
financing directly through Jerome's. All financing options are through 3rd party companies. At the time of financing the consumers are made aware of the financing terms prior to signing the financing agreement.
Unfortunately we cannot change or alter the financing terms which were signed at the time of purchase, since the contract is directly through [redacted].
We do advertise all of our financing options which can easily be located on our website.
Should the consumer need additional assistance in regards to their [redacted] financing account, they would need to contact [redacted] directly at [redacted]
The consumer can also contact our Customer Care Department at [redacted] should they need further assistance.
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.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 had terrible service when I called to talk about the inspection I was told I should of spent more money on a better mattress how is that standing behind your product
Regards,
[redacted]
Dear [redacted]
Thank you for providing us with the additional information in regards to your invoice.
We apologize for the additional inconvenience and appreciate the feedback you have provided to assist our consumers in the future.
The refund on your account was already processed back on March 1, 2016. The credit should be already reflected on your [redacted] Card.
Should you need further assistance or have any other questions, feel free to 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hi,Thank you for the opportunity to get your assistance.Here is the last reply I received from Jerome’s, dated December 7th of last year:Hi this message is for jay listener ... My name is [redacted]. ...⇄633-4094. My extension is five nine zero eight. ... Otherwise I will�...⇄ tried to contact [redacted]. She answered one time and said she would get back to me. After a few days, I called again, but they said she was not in, and said they would take a message. I called three times after that to get similar responses. I have heard nothing back from them.Here is the message I last received from [redacted] in your office, wherein she repeats the Guardian message of December 6th:Guardian Protection Products responded on December 06, 2016 with the following: “The brochure that the customer attached is not a copy of his protection plan. The plan documents are already attached, which details which stains are covered and which are not. The customer reported originally that the stain was possibly grease from someone's head because of the location. He also said the spot looked discolored. He is now saying he is unsure what caused the damage. All three of those damages are excluded under the protection plan.If the customer would like to send photographs or other information related to the service request for further review to the Dispute Resolution Team, he is welcome to do so at [email protected]. The team may be able to make a more concrete determination on the eligibility of the damages with photos. Alternatively, if the customer would like to request a prorated refund of his protection plan price, he can do so at [email protected]. Guardian would ask him to provide a copy of his sales invoice to process that request.Those are the two options that Guardian can offer with the information that has been provided at this time.” I would recommend that you contact Guardian directly as stated above in the highlighted areas.The problem is that Guardian will not answer their phones. It rings, and you wait for as long as 90 minutes, listening to messages. I was only given a brochure, and it clearly said ON THE FRONT PAGE things like;Oops Proof!One simple plan covers it all!Apparently not!Inside the chart showed that it covered;Grease stains.Human bodily fluid stains.I explained to the lady at Guardian on the only time I could get through that we had a party, afterwards the stain was there. It was positioned where someone’s head would rest if they leaned back. Their reply was that;Since I did not witness the stain, they could not cover it.Since it was not listed, they would not cover it.I should have read the contract. (I never received a contract, and never saw or heard of one at the point of sale for the insurance.)These people are Crooks.Since I started this complaint, Jerome’s has added a new feature to their automated phone system, asking that, if you got a warranty from Guardian, push 3. This leads you to the guardian system, where they systematically deny all claims. I found this out by reviewing comments on the search engines. This company is bogus. They have no intent to help anyone that got a warranty. They are also into many different services, all of which they do not back up with service.Call if you need help understanding this. Do some research on the internet. [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 sectional in question was delivered on June 27, 2013.
At the time of purchase
the sectional came with a warranty directly through Jerome's. This
warranty guarantees the merchandise to be free of manufacturing defects, if
they are reported within the...
first year from the original delivery date.
Our warranty covers the cost of parts and repairs only.
The one year warranty on
the sectional expired on June 27, 2014.
Our upper management
attempted numerous times to reach the consumer with no success.
Unfortunately the issue which has been reported, peeling and flaking, is
not considered a manufacturing defect.
Peeling and flaking of leather can occur from everyday normal occurrence
such as exposed to sunlight, natural body oils, lotions, hairsprays or cleaners
which are used.
The pictures were
reviewed and we have confirmed that even if reported within the 1st year the
claim would not have been covered under our 1 year warranty.
We do understand the consumer’s
frustration; however, we are unable to comply with the consumers request for
refund. We have gone above and beyond our warranty by offering the $550
in gift certificates which can be used toward a future purchase.
The offer of the gift
certificates is valid until August 17, 2015, should the consumer wish to still
take advantage of this offer.
Our finance department
is fully aware of the consumers claim; however, we have not received additional
correspondence from [redacted] We can gladly review any additional documentation
which may be sent from Synchrony in regards to the consumers account.
Should the consumer have
any additional questions or concerns, our customer care department can be
reached at ([redacted].
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.
Regards,
[redacted]
Jerome's implied in their previous response that I would be contacted within 72 hours (exactly what they promised before) and here we are quite a few days later and absolutely no communication from either them or the delivery Company so just par for the course I think [redacted] should stop blowing smoke and get together with [redacted] and try to start repairing the obvious 'Customer Satisfaction' problem within the Company and start practicing what you preach and handle your Consumer complaints. Your third company delivery company needs to keep their promises and call the customer within the window that they promise to do.
Here is the receipt for Jerome's furniture Includes the [redacted] insurance policy.
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 I have a refund for the couch, however, we were forced to pay a third party that Jerome’s Murrieta location referred us to for delivery of the sectional couch because you refused to deliver or even clean up the items purchased. We had to pay $99 for the delivery which I feel that we should be reimbursed for. Further, I have spoken to the corporate office in regards to the condition of the rug that was delivered and they are working on a possible refund of that item as well. The rug was completely dirty and covered with a lot of debris which the store refused to vaccuum prior to us purchasing the item. The delivery driver told us that he also asked staff at the Jerome’s Murrieta location to please vaccuum the rug and clean up the spills in the cup holders of the sectional couch and they again refused to vaccuum the rug and or clean out the cup holders of the sectional couch. I am not satisfied with the response from Jerome’s and would like a full refund of the rug as well as reimbursement for the $99 delivery that we had to pay.Sincerely,[redacted]
Regards,
[redacted]
In regards to this
claim, after review of the consumers report the merchandise was delivered on
June 18, 2015.
We sincerely apologize
for the...
inconvenience which occurred to the consumer. We have refunded
$100 onto the consumers [redacted] account for the delay on the arrival of the
merchandise.
The refund can take up
to 2 billing cycles to reflect on the consumers [redacted] statement.
Should the consumer have
any additional questions or concerns, please feel free to contact us directly
at [redacted]
Sincerely,
[redacted]
Customer Care Manager
For this claim the consumer was contacted directly. Customer originally had a package sku but then changed the living room set to another items.
We still provided the discount on the lamps and the tables in the package are the same pricing.
We will still honor the offer to...
return the lamps should the customer no longer wants the lamps in the residence. The office is valid for one week and will expire on 8/21/16.
Should the consumer wish to return the lamps, we will offer a full refund and they would need to be returned to a store location closest to her.
The consumer is also being provided a copy of her receipt to show the breakdown on the pricing for the individual items.
Sincerely,
Jerome's Furniture
For this claim, a message was left for the customer to contact us back. We currently have no records of current issues.If this is the sectional in question, the special order sectional was delivered on August 23, 2014. Jerome's warranty covers any manufacturing defects which are reported...
within the 1st year from the original delivery date.The one year warranty expired on August 23, 2015. The wooden frame is still covered under our warranty through August 23, 2019.We will wait for a call from the consumer with additional information in regards to the claim.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.
Ref # [redacted]Ms. [redacted]:I was just told that you will now be handling my complaints with Jerome's Furniture. The problems that I have been dealing with regarding customer service is are still occurs g with no end insight. Face to face conversations with the store manager have not accomplished a thing because I believe the structure of this organization is backwards with no accountability and no way to reach the Corporate structure to complain.I have forwarded to you my last email below of this morning regarding the latest issues with Jerome's. I don't know where to go from here other than to ask for a full refund on the two items that I purchased from these people and to get them out of my life. I have health issues and I cannot continue to deal with them for the next five years or more without it possibly affecting my health to some degree. These people just seem not to know what customer care is even supposed to be based on my personal experience with them.Please advise on what you can still do to resolve these issues or to help obtain a full refund on the two items I purchased from them.Thanks, [redacted] [redacted]
Dear Mr. [redacted], Thank you for reaching out to us with your concerns on the mattress protector which was purchased. We apologize for any confusion which has occurred.All bedding purchases are a final sale, due to the nature of these products.We understand...
your frustration in regards to the mattress protector not making your mattress cooler. These protectors can make your overall sleeping experience cooler, however, each individual person can have a different experience.Information has been sent to your original store of purchase to see if there is anything else that can possibly be offered.A member of their team will contact you within the next 24-48 hours.Should you need immediate assistance, please feel free to contact us at (866) 633-4094.Sincerely,Jerome's Furniture
In regards to this claim the consumer was contacted directly and a message was left at the phone # listed in his claim.
We will exchange the recliner as a good faith gesture.
Customer was advised to contact us back so we can schedule a delivery date.
Should you need further...
information, please do not hesitate to contact us.
Thank you,
Jerome's Furniture
In regards to this
complaint, we have not received the pictures as stated.
Once we can review the
pictures we can provide additional information to the consumer.
Sincerely,
[redacted]
Customer Care Manager
The consumer will be contacted later today, directly, to offer options on the claim.Should the consumer need further assistance we can be reached (866) 633-4094.Sincerely,Jerome's Furniture
Better Business...
Bureau:
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 belowI HAVE BEEN CONTACTED ON ONE OCCASION TO ASK IF I HAD CONTACTEDTHE Finance company regarding this matter. No attempt to resolve this matter has been made and the accusation that Jeromes is making of a client care coordinator working with me directly is FALSE. I take it as a mere attempt to make this go away, and I am not at all satisfied. As a matter of fact, I am now even more upset due to the misleading statement made by Jeromes in an attempt to mislead the Revdex.com as well as myself. Please proceed on my behalf in this matter.
Regards,
[redacted]
In regards to this complaint we do offer our consumers several different finance options. [redacted] which is also known as [redacted] is one of the options.
This consumer financed through [redacted], after review of their account.
Jerome's does not offer in-house...
financing directly through Jerome's. All financing options are through 3rd party companies. At the time of financing the consumers are made aware of the financing terms prior to signing the financing agreement.
Unfortunately we cannot change or alter the financing terms which were signed at the time of purchase, since the contract is directly through [redacted].
We do advertise all of our financing options which can easily be located on our website.
Should the consumer need additional assistance in regards to their [redacted] financing account, they would need to contact [redacted] directly at [redacted]
The consumer can also contact our Customer Care Department at [redacted] should they need further assistance.
Sincerely,
[redacted]
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.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 had terrible service when I called to talk about the inspection I was told I should of spent more money on a better mattress how is that standing behind your product
Regards,
[redacted]
Dear [redacted]
Thank you for providing us with the additional information in regards to your invoice.
We apologize for the additional inconvenience and appreciate the feedback you have provided to assist our consumers in the future.
The refund on your account was already processed back on March 1, 2016. The credit should be already reflected on your [redacted] Card.
Should you need further assistance or have any other questions, feel free to contact us at [redacted]
Sincerely,
Jerome's Furniture
The consumer was contacted directly. We are ordering the 4 casters free of charge for the consumer.
Thank you,
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.
Hi,Thank you for the opportunity to get your assistance.Here is the last reply I received from Jerome’s, dated December 7th of last year:Hi this message is for jay listener ... My name is [redacted]. ...⇄ 633-4094. My extension is five nine zero eight. ... Otherwise I will�...⇄ tried to contact [redacted]. She answered one time and said she would get back to me. After a few days, I called again, but they said she was not in, and said they would take a message. I called three times after that to get similar responses. I have heard nothing back from them.Here is the message I last received from [redacted] in your office, wherein she repeats the Guardian message of December 6th:Guardian Protection Products responded on December 06, 2016 with the following: “The brochure that the customer attached is not a copy of his protection plan. The plan documents are already attached, which details which stains are covered and which are not. The customer reported originally that the stain was possibly grease from someone's head because of the location. He also said the spot looked discolored. He is now saying he is unsure what caused the damage. All three of those damages are excluded under the protection plan.If the customer would like to send photographs or other information related to the service request for further review to the Dispute Resolution Team, he is welcome to do so at [email protected]. The team may be able to make a more concrete determination on the eligibility of the damages with photos. Alternatively, if the customer would like to request a prorated refund of his protection plan price, he can do so at [email protected]. Guardian would ask him to provide a copy of his sales invoice to process that request.Those are the two options that Guardian can offer with the information that has been provided at this time.” I would recommend that you contact Guardian directly as stated above in the highlighted areas.The problem is that Guardian will not answer their phones. It rings, and you wait for as long as 90 minutes, listening to messages. I was only given a brochure, and it clearly said ON THE FRONT PAGE things like;Oops Proof!One simple plan covers it all!Apparently not!Inside the chart showed that it covered;Grease stains.Human bodily fluid stains.I explained to the lady at Guardian on the only time I could get through that we had a party, afterwards the stain was there. It was positioned where someone’s head would rest if they leaned back. Their reply was that;Since I did not witness the stain, they could not cover it.Since it was not listed, they would not cover it.I should have read the contract. (I never received a contract, and never saw or heard of one at the point of sale for the insurance.)These people are Crooks.Since I started this complaint, Jerome’s has added a new feature to their automated phone system, asking that, if you got a warranty from Guardian, push 3. This leads you to the guardian system, where they systematically deny all claims. I found this out by reviewing comments on the search engines. This company is bogus. They have no intent to help anyone that got a warranty. They are also into many different services, all of which they do not back up with service.Call if you need help understanding this. Do some research on the internet. [redacted]
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 sectional in question was delivered on June 27, 2013.
At the time of purchase
the sectional came with a warranty directly through Jerome's. This
warranty guarantees the merchandise to be free of manufacturing defects, if
they are reported within the...
first year from the original delivery date.
Our warranty covers the cost of parts and repairs only.
The one year warranty on
the sectional expired on June 27, 2014.
Our upper management
attempted numerous times to reach the consumer with no success.
Unfortunately the issue which has been reported, peeling and flaking, is
not considered a manufacturing defect.
Peeling and flaking of leather can occur from everyday normal occurrence
such as exposed to sunlight, natural body oils, lotions, hairsprays or cleaners
which are used.
The pictures were
reviewed and we have confirmed that even if reported within the 1st year the
claim would not have been covered under our 1 year warranty.
We do understand the consumer’s
frustration; however, we are unable to comply with the consumers request for
refund. We have gone above and beyond our warranty by offering the $550
in gift certificates which can be used toward a future purchase.
The offer of the gift
certificates is valid until August 17, 2015, should the consumer wish to still
take advantage of this offer.
Our finance department
is fully aware of the consumers claim; however, we have not received additional
correspondence from [redacted] We can gladly review any additional documentation
which may be sent from Synchrony in regards to the consumers account.
Should the consumer have
any additional questions or concerns, our customer care department can be
reached at ([redacted].
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.
Regards,
[redacted]
Jerome's implied in their previous response that I would be contacted within 72 hours (exactly what they promised before) and here we are quite a few days later and absolutely no communication from either them or the delivery Company so just par for the course I think [redacted] should stop blowing smoke and get together with [redacted] and try to start repairing the obvious 'Customer Satisfaction' problem within the Company and start practicing what you preach and handle your Consumer complaints. Your third company delivery company needs to keep their promises and call the customer within the window that they promise to do.