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 spoken with various managers at your store and they all provided different answers regarding the disposition of this issue. First, the separate foundation frames continue to move despite the fact they were secured with the velcro straps you provided. Second, The "high quality mattresses" that are still wrapped in the casing we were required to purchase are clearly not of the quality promised by the "bedding expert" who sold us on the bed. The quality of the bed and the caliber of customer service has become very evident throughout this transaction and it would benefit your company and us if we could part ways as amicably as possible. I will accept a credit of $2081 (cost of mattresses minus your 20% fine,) and a refund of $2316.00 the (cost of the foundations minus your 20% fee) plus 358.99 cost of the 10 Year Furniture Protection and 259.98 Mattress protection covers TOTAL $2934.97 Returned, and in turn we will return all items and accessories we were required to buy. This will allow you make a profit off of us, however unfair, while we will not be required to maintain a relationship with your company regarding any mattress in the future. We have made several purchases of other furniture and have never experienced this poor quality of service or product. I do not feel we should be fined for being misled and then punished by having to by the same mattress in the size your company requires. We purchased different comfort levels because we were led to believe that it would provide a stable, comfortable bed. Nowhere on your sales floor or website does it indicate that anyone who wished to purchase a "Cal King" would be purchasing two twin mattresses set up side by side. ] Total monetary loss to us will be $1736
Regards,
[redacted]
We are working directly with the customer on this claim. [redacted] will cover the claim and the customer is aware we will be back in contact with him by Monday to confirm how the claim will be processed.
Sincerely,
Jerome's Furniture
For this claim, the consumer already spoke with a member of management for web sales and the merchandise was picked-up.Should the consumer have any additional questions, 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Then lets have another inspector look at the problem, without changing box springs. Also I don' know what the box springs have to do with the mattress condition on the TOP of the mattress when there is nothing to see on the bottom of the mattress.
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 am rejecting this offer because I paid $300 for the protection plan that the salesman Chad offered to my husband and I. My husband called back in April 2016, Guardian NEVER sent out a technician, and has yet to. My husband and I sent the pictures numerous times and they always claimed to never received the pictures. I called Jerome's on several occasions since guardian would not send out a technician. I spoke with a lady name [redacted] and she told me that she received the pictures that my husband sent her and that she would be forwarding them to guardian and apparently that never happened. The technician from Jerome's did not come out until November and I have been having this issue since April, that right there is completely unacceptable to take that long. The technician also stated to my husband that he would be forwarding the pictures to guardian and same thing they claim to never receive the pictures. I should not have to pay extra money when Jerome's advertises a scam. I am attaching the brochure where it states Plan coverage for fabric, Leather, or vynil furniture, and it states and I quote " ACCIDENTAL RIPS, CUTS, BURNS OR PUNCTURES FROM A SINGLE RELATABLE OCCURANCE." It is VERY apparent that they just wanted to take my money and not honor a service that they advertise. Either I get my $300 reimbursed, or Jerome's fixes my couch free of charge since I paid for a service that has NOT been rendered.
Regards,
[redacted]
In regards to this claim the consumer already received delivery on July 23, 2015. The merchandise was available the next day the consumer placed his claim.As a good faith gesture I will refund back the original delivery fee of $89.99. This amount will be applied to the original method of...
payment which was used online.Unfortunately we cannot comply with the consumers request to remove the Revdex.com rating from our website.The refund can take up to 7 business days to reflect as an available credit.Should the consumer need any additional information they may simply contact us at [redacted]Sincerely,[redacted]Customer Care Manager
Thank you for reaching out to us. We apologize for the inconvenience which has occurred.
After review of your account, the technician did determine there was not a defect found on the sleeper. The...
adjustment which was requested is unable to be performed due to possible damages occurring to the flooring in the home.
Unfortunately we are unable to offer a refund; however, as a good faith gesture we can still honor the offer for reselection.
Should you wish to reselect you will have full credit for which you originally paid for the merchandise. Once you have selected new merchandise we would pick-up the merchandise in the residence.
The offer for reselection is valid until March 19. 2016.
Your order has been notated in regards to the above offer.
Should you have any additional questions or concerns please do not hesitate to contact us at ([redacted]
Thank you for reaching out to us. I am
sorry to hear of the issues which have been reported.
At the time of purchase
your merchandise came with a warranty directly through Jerome's....
This
warranty covers the cost of parts and repair for any manufacturing defects
which are reported to us within the first year from the original delivery or
pick-up date.
The one year warranty on
your merchandise expired on May 21, 2013.
The extended warranty,
which you opted to purchase, covers an array of one-time accidental stains and
damages for 5 years or when the warranty has been fulfilled.
The issue which was
reported, peeling leather, is not covered under the [redacted] 5 year protections
plan since this did not occur from a one-time incident. Generally peeling
of leather can occur over a period of time and can be caused by natural body
oils, hair creams or sprays, exposure to direct sunlight, furniture cleaners,
etc.
After review of the
pictures which the technician took of the peeling, this seems to have occurred
due to natural body oils and is not considered a structural defect.
We do understand your frustration;
however we are unable to comply with your request for refund on the [redacted]
warranty. [redacted] does allow their consumers a 60 day grace period in
which the consumer can cancel the warranty, however this time limit has already
exceeded.
You can certainly
contact [redacted] directly at [redacted] to make an inquiry for possible
pro-rated refund of the policy.
The seat cushion cores
are still under our 3 year warranty for removable seat cushion cores and we can
gladly replace the seat cores for just the seats. Please feel free to
either bring in the cushions directly to our Distribution Center located in
Rancho Bernardo or you can drop them off at a store location nearest to you.
Turnaround time for the
repair of the seat cushion cores is roughly 1 week.
The other issues which
were reported unfortunately are not covered under the [redacted] policy and
would have needed to be reported to us prior to May 21, 2013 in order to be
covered under our warranty.
We apologize for any
inconvenience which has occurred. Should you have any additional
questions or concerns, please do not hesitate to contact us at [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] has once again not contacted me per the email Revdex.com response by Jerome a couple weeks ago. This is a recurring theme since the incident on 4/23/15 and reason I have made a Revdex.com complaint, no one is taking responsibility. I have yet to hear from any one from [redacted] on this situation and awaiting communication as stated by the Jerome's rep. I will continue to contact Jeromes until [redacted] responds. If this is not settled by the end of July, I will have no other option than to seek legal action against both Jeromes and [redacted]. I will await communication from [redacted].
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 have been in contact with a representative from Jerome’s. However I haven’t been given a resolution yet. The representative is working with her accounting department to figure stuff out and she will then t back to me.
Regards,
[redacted]
Date Sent: 2/7/2017 7:50:29 PMDear Mr. [redacted], We appreciate you providing feedback on the issues which have occurred on the sofa which was initially delivered on April 18, 2015. We apologize for any miscommunication or inconvenience which occurred. At the time of purchase your merchandise came with a one year warranty that guarantees your merchandise to be free of any manufacturing defects. Our warranty is for parts and repair. After review of your account the initial warranty on your merchandise expired in April 2016. The warranty does not re-start if an exchange occurs and the initial delivery date would be based upon the original delivery. We apologize if this was not indicated to you. Unfortunately we cannot comply with your request for a refund, however, as a good faith, one-time, gesture we can offer to exchange the sofa. You would not have a new warranty on the sofa through Jerome's but this would provide you with a new item in lieu of the current unit in your residence. The sofa is currently out of stock but should be arriving the middle of this month. Please feel free to contact us to schedule the exchange. The invoice is order #[redacted]. Once your new delivery is scheduled we will pick-up the current sofa in your residence at the same time. Should you have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094. Sincerely, Jerome's FurnitureJerome'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.
I have not received the credit nor the $200.00 inconvenience fee
Regards,
[redacted]
We appreciate the additional information you have provided. The offer of the gift certificates was solely as a good faith gesture offered to you for being one of our consumers.
We initially would not have offered any type of options, since you were already out of our 1 year warranty.
Unfortunately we are unable to comply with your request for refund or for additional compensation to be applied toward a future purchase.
The gift certificates which were already issued are still valid for one year, if you should choose to redeem them.
Should you have any additional questions or concerns, please do not hesitate to contact us at[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]
Revdex.com:
---------- Forwarded message ----------From: [redacted]Date: Sun, Jun 28, 2015 at 10:35 AMSubject: Re: Complaint [redacted]To: [redacted]Please update this complaint to show that it has now been resolved satisfactorily on June 27, 2015. ...
Dear [redacted]
Thank you for the additional information. We apologize again for any miscommunication.
Unfortunately we are unable to comply with your request for refund/exchange of the mattress.
The break in period can vary depending on the level of comfort you seek to achieve. This process can take several months or even longer.
Rotating the mattress will also assist with this process.
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
In regards to this claim, as a good faith gesture we will extend free delivery to the consumer on their next purchase.The value is up to an $89.99 delivery cost.The offer does not expire and the account has been notated with this offer.Should the consumer have any additional questions or concerns, they may simply contact us at [redacted]Sincerely,[redacted]Customer Care Manager
In regards to this claim,
I never received bank statements from the consumer to indicate what amount of
overdraft fees she was charged.
If the...
consumer can send
this information directly to me at [redacted]@jeromes.com I can gladly
review the statements.
There is a large
possibility the file did not go through if the consumer attempted to attach
numerous statements or attempted to send a large attachment.
Once I have received
these statements, I can gladly see what additional offers we can provide.
Please let us know if
you should have any additional questions or concerns.
Dear [redacted],
Thank you for the additional information in regards to your
claim. Unfortunately we are unable advise that this mattress was purposefully
delivered without a law label. We understand your
frustration however a law label can be removed or fall off at any point in
time. In regards to the bed
frame, the "side slat" which was referenced is not sold with this
bed. This is a display piece only.
We apologize if this was not advised to you at the point of sale. To rectify the missing side slat, the store
of purchase provided you with this part from their showroom floor. The amount provided was
the maximum amount of compensation which is able to be offered on your invoice. As a good faith gesture
a $75 gift certificate will be mailed to your address. This certificate can be
redeemed at any one of our 12 showroom locations and is valid for one year from
the issuance date. Should you have any
additional questions or concerns, 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, details of the offer I reviewed appear below.
[We have spoken with various managers at your store and they all provided different answers regarding the disposition of this issue. First, the separate foundation frames continue to move despite the fact they were secured with the velcro straps you provided. Second, The "high quality mattresses" that are still wrapped in the casing we were required to purchase are clearly not of the quality promised by the "bedding expert" who sold us on the bed. The quality of the bed and the caliber of customer service has become very evident throughout this transaction and it would benefit your company and us if we could part ways as amicably as possible. I will accept a credit of $2081 (cost of mattresses minus your 20% fine,) and a refund of $2316.00 the (cost of the foundations minus your 20% fee) plus 358.99 cost of the 10 Year Furniture Protection and 259.98 Mattress protection covers TOTAL $2934.97 Returned, and in turn we will return all items and accessories we were required to buy. This will allow you make a profit off of us, however unfair, while we will not be required to maintain a relationship with your company regarding any mattress in the future. We have made several purchases of other furniture and have never experienced this poor quality of service or product. I do not feel we should be fined for being misled and then punished by having to by the same mattress in the size your company requires. We purchased different comfort levels because we were led to believe that it would provide a stable, comfortable bed. Nowhere on your sales floor or website does it indicate that anyone who wished to purchase a "Cal King" would be purchasing two twin mattresses set up side by side. ] Total monetary loss to us will be $1736
Regards,
[redacted]
We are working directly with the customer on this claim. [redacted] will cover the claim and the customer is aware we will be back in contact with him by Monday to confirm how the claim will be processed.
Sincerely,
Jerome's Furniture
For this claim, the consumer already spoke with a member of management for web sales and the merchandise was picked-up.Should the consumer have any additional questions, 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Then lets have another inspector look at the problem, without changing box springs. Also I don' know what the box springs have to do with the mattress condition on the TOP of the mattress when there is nothing to see on the bottom of the mattress.
Regards,
[redacted]
In regards to this
claim, the delivery fee will be refunded in the amount of $89.99 for the
inconvenience.
Unfortunately, we cannot
provide a...
cash refund.
The delivery fee will be
refunded via a corporate check which can take 7-10 business days to be received.
The check will be mailed
to the address provided in the claim.
Should the consumer need
additional information, they can contact us directly at [redacted]
Sincerely,
[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 am rejecting this offer because I paid $300 for the protection plan that the salesman Chad offered to my husband and I. My husband called back in April 2016, Guardian NEVER sent out a technician, and has yet to. My husband and I sent the pictures numerous times and they always claimed to never received the pictures. I called Jerome's on several occasions since guardian would not send out a technician. I spoke with a lady name [redacted] and she told me that she received the pictures that my husband sent her and that she would be forwarding them to guardian and apparently that never happened. The technician from Jerome's did not come out until November and I have been having this issue since April, that right there is completely unacceptable to take that long. The technician also stated to my husband that he would be forwarding the pictures to guardian and same thing they claim to never receive the pictures. I should not have to pay extra money when Jerome's advertises a scam. I am attaching the brochure where it states Plan coverage for fabric, Leather, or vynil furniture, and it states and I quote " ACCIDENTAL RIPS, CUTS, BURNS OR PUNCTURES FROM A SINGLE RELATABLE OCCURANCE." It is VERY apparent that they just wanted to take my money and not honor a service that they advertise. Either I get my $300 reimbursed, or Jerome's fixes my couch free of charge since I paid for a service that has NOT been rendered.
Regards,
[redacted]
In regards to this claim the consumer already received delivery on July 23, 2015. The merchandise was available the next day the consumer placed his claim.As a good faith gesture I will refund back the original delivery fee of $89.99. This amount will be applied to the original method of...
payment which was used online.Unfortunately we cannot comply with the consumers request to remove the Revdex.com rating from our website.The refund can take up to 7 business days to reflect as an available credit.Should the consumer need any additional information they may simply contact us at [redacted]Sincerely,[redacted]Customer Care Manager
Dear [redacted]
Thank you for reaching out to us. We apologize for the inconvenience which has occurred.
After review of your account, the technician did determine there was not a defect found on the sleeper. The...
adjustment which was requested is unable to be performed due to possible damages occurring to the flooring in the home.
Unfortunately we are unable to offer a refund; however, as a good faith gesture we can still honor the offer for reselection.
Should you wish to reselect you will have full credit for which you originally paid for the merchandise. Once you have selected new merchandise we would pick-up the merchandise in the residence.
The offer for reselection is valid until March 19. 2016.
Your order has been notated in regards to the above offer.
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. I am
sorry to hear of the issues which have been reported.
At the time of purchase
your merchandise came with a warranty directly through Jerome's....
This
warranty covers the cost of parts and repair for any manufacturing defects
which are reported to us within the first year from the original delivery or
pick-up date.
The one year warranty on
your merchandise expired on May 21, 2013.
The extended warranty,
which you opted to purchase, covers an array of one-time accidental stains and
damages for 5 years or when the warranty has been fulfilled.
The issue which was
reported, peeling leather, is not covered under the [redacted] 5 year protections
plan since this did not occur from a one-time incident. Generally peeling
of leather can occur over a period of time and can be caused by natural body
oils, hair creams or sprays, exposure to direct sunlight, furniture cleaners,
etc.
After review of the
pictures which the technician took of the peeling, this seems to have occurred
due to natural body oils and is not considered a structural defect.
We do understand your frustration;
however we are unable to comply with your request for refund on the [redacted]
warranty. [redacted] does allow their consumers a 60 day grace period in
which the consumer can cancel the warranty, however this time limit has already
exceeded.
You can certainly
contact [redacted] directly at [redacted] to make an inquiry for possible
pro-rated refund of the policy.
The seat cushion cores
are still under our 3 year warranty for removable seat cushion cores and we can
gladly replace the seat cores for just the seats. Please feel free to
either bring in the cushions directly to our Distribution Center located in
Rancho Bernardo or you can drop them off at a store location nearest to you.
Turnaround time for the
repair of the seat cushion cores is roughly 1 week.
The other issues which
were reported unfortunately are not covered under the [redacted] policy and
would have needed to be reported to us prior to May 21, 2013 in order to be
covered under our warranty.
We apologize for any
inconvenience which has occurred. Should you have any additional
questions or concerns, please do not hesitate 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.[redacted] has once again not contacted me per the email Revdex.com response by Jerome a couple weeks ago. This is a recurring theme since the incident on 4/23/15 and reason I have made a Revdex.com complaint, no one is taking responsibility. I have yet to hear from any one from [redacted] on this situation and awaiting communication as stated by the Jerome's rep. I will continue to contact Jeromes until [redacted] responds. If this is not settled by the end of July, I will have no other option than to seek legal action against both Jeromes and [redacted]. I will await communication from [redacted].
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 have been in contact with a representative from Jerome’s. However I haven’t been given a resolution yet. The representative is working with her accounting department to figure stuff out and she will then t back to me.
Regards,
[redacted]
Date Sent: 2/7/2017 7:50:29 PMDear Mr. [redacted], We appreciate you providing feedback on the issues which have occurred on the sofa which was initially delivered on April 18, 2015. We apologize for any miscommunication or inconvenience which occurred. At the time of purchase your merchandise came with a one year warranty that guarantees your merchandise to be free of any manufacturing defects. Our warranty is for parts and repair. After review of your account the initial warranty on your merchandise expired in April 2016. The warranty does not re-start if an exchange occurs and the initial delivery date would be based upon the original delivery. We apologize if this was not indicated to you. Unfortunately we cannot comply with your request for a refund, however, as a good faith, one-time, gesture we can offer to exchange the sofa. You would not have a new warranty on the sofa through Jerome's but this would provide you with a new item in lieu of the current unit in your residence. The sofa is currently out of stock but should be arriving the middle of this month. Please feel free to contact us to schedule the exchange. The invoice is order #[redacted]. Once your new delivery is scheduled we will pick-up the current sofa in your residence at the same time. Should you have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094. Sincerely, Jerome's FurnitureJerome'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.
I have not received the credit nor the $200.00 inconvenience fee
Regards,
[redacted]
We appreciate the additional information you have provided. The offer of the gift certificates was solely as a good faith gesture offered to you for being one of our consumers.
We initially would not have offered any type of options, since you were already out of our 1 year warranty.
Unfortunately we are unable to comply with your request for refund or for additional compensation to be applied toward a future purchase.
The gift certificates which were already issued are still valid for one year, if you should choose to redeem them.
Should you have any additional questions or concerns, please do not hesitate 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 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:
---------- Forwarded message ----------From: [redacted]Date: Sun, Jun 28, 2015 at 10:35 AMSubject: Re: Complaint [redacted]To: [redacted]Please update this complaint to show that it has now been resolved satisfactorily on June 27, 2015. ...
Thank you.
Dear [redacted]
Thank you for the additional information. We apologize again for any miscommunication.
Unfortunately we are unable to comply with your request for refund/exchange of the mattress.
The break in period can vary depending on the level of comfort you seek to achieve. This process can take several months or even longer.
Rotating the mattress will also assist with this process.
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
In regards to this claim, as a good faith gesture we will extend free delivery to the consumer on their next purchase.The value is up to an $89.99 delivery cost.The offer does not expire and the account has been notated with this offer.Should the consumer have any additional questions or concerns, they may simply contact us at [redacted]Sincerely,[redacted]Customer Care Manager
In regards to this claim,
I never received bank statements from the consumer to indicate what amount of
overdraft fees she was charged.
If the...
consumer can send
this information directly to me at [redacted]@jeromes.com I can gladly
review the statements.
There is a large
possibility the file did not go through if the consumer attempted to attach
numerous statements or attempted to send a large attachment.
Once I have received
these statements, I can gladly see what additional offers we can provide.
Please let us know if
you should have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted],
Thank you for the additional information in regards to your
claim. Unfortunately we are unable advise that this mattress was purposefully
delivered without a law label. We understand your
frustration however a law label can be removed or fall off at any point in
time. In regards to the bed
frame, the "side slat" which was referenced is not sold with this
bed. This is a display piece only.
We apologize if this was not advised to you at the point of sale. To rectify the missing side slat, the store
of purchase provided you with this part from their showroom floor. The amount provided was
the maximum amount of compensation which is able to be offered on your invoice. As a good faith gesture
a $75 gift certificate will be mailed to your address. This certificate can be
redeemed at any one of our 12 showroom locations and is valid for one year from
the issuance date. Should you have any
additional questions or concerns, please do not hesitate to contact us at (866)
633-4094. Sincerely,
Jerome's Furniture