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. Jerome's has credited my account with the amount requested. This case was closed very quickly and satisfactorily. Thank you for your help.
Regards,
[redacted]
Dear [redacted], Than you for reaching out to us. We apologize for any inconvenience which has occurred.At the time of purchase your merchandise came with a warranty directly through Jerome's. This warranty guarantees your merchandise to be free...
of defects which are reported within the first year from the original delivery date.The one year warranty on your dining set expired on November 20, 2017.We understand your frustration. Although we are unable to comply with your request for a replacement chair we can gladly send a technician to your residence to determine what parts are needed to repair the chair in question.Should you wish to schedule a technician appointment, simply contact us at (866) 633-4094. Your account has been notated with the above information.Sincerely,Jerome's Furniture
Dear Mrs. [redacted], We first would like to apologize for any inconvenience which has occurred.The Jerome's Donation pick-up service is in association with the Salvation Army. This program allows our consumers to donate home furnishings to the Salvation Army...
for a small fee. These donations are tax-deductible as well.All items which are donated under this program must be in a good condition.These regulations are set forth by the Salvation Army for all items they accept in this program. At the time of delivery the merchandise which you donated had signs of pet hair. When this occurs we can still pick-up the donation item (s) however the hair must be removed before the pick-up can be completed. This option was provided at the time of delivery.After review of your account, the Salvation Army donation pick-up has been cancelled and refunded. We unfortunately are unable to comply with your request for compensation of not being able to pick-up your donation items. Our sincerest apologized are offered.If you are able to remove the pet hair from the merchandise which you wish to have donated, we can gladly pick-up these items from your residence and waive the additional fee as a courtesy.This offer is valid for one week and will expire on October 31, 2017. Your account has been notated with this offer.Should you have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094. Our delivery department is open daily from 6:00-12:00 am.Sincerely,Jerome's Furniture
Dear Mr. and Mrs. [redacted], We appreciate you reaching out to us and apologize for any miscommunication which has occurred.Your original store of purchase is currently reviewing your order information and you will be contact directly...
within the next 48 hours.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 find that this resolution in not quite 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 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.
Thanks Revdex.com for your help. I will wait for the $65 refund to show on my account, and I will contact Revdex.com if for whatever reason it does not show up after 7 business days. I'm glad Jerome's did the right thing in this case, however, it is just unfortunate that they didn't just do the right thing to begin with. Thanks again Revdex.com.
Regards,
[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]
We received information from the Revdex.com in
regards to your recent experience. We apologize for the inconvenience
which occurred and assure you we will be looking further into your claim with
the...
original driver on your order.
We can gladly refund
back the delivery fee of $159.99 for the inconvenience which occurred.
The refund will be
processed back to the [redacted] card on file and refunds can take up to 7 business
days to reflect as an available credit.
Unfortunately we are unable
to comply with your request for 20% off your purchase; however, the delivery
fee will be refunded for the inconvenience.
Please do not hesitate
to contact us at [redacted] should you have any additional questions or
concerns.
Thank you for taking time out of your day to contact us. We have received the information you have provided the Revdex.com in regards to the Sofa and chair which were purchased on May 10, 2015. I...
apologize for any inconvenience or miscommunication which has occurred.
At the time of purchase, your merchandise came with a warranty directly through Jerome's. This warranty covers any manufacturing defects which are reported within the first year from the original delivery date. Our warranty is for repairs only and covers the cost of parts and labor.
The issue which has been reported to us in regards to the down feathers unfortunately is not considered a manufacturing defect and we are unable to comply with your request for refund or reselection.
Per your previous correspondence with our Customer Care management, we can offer to replace the down feathers with regular loose fiber fill as a good faith gesture. Since this will be altering the original production of the merchandise, you would no longer have a warranty on the cushions.
Please feel free to contact us at[redacted] should you wish to reschedule the technician appointment.
You may also contact us at the number above should you have any additional questions or concerns.
The consumer was contacted directly. A $100 refund has been provided for the inconvenience and the standard throw pillow that the consumer was missing we will be pulling from stock when the customer schedules her delivery.
She is also able to keep the incorrect special order pillow....
The consumer has been notified we can work around her schedule on a non-holiday week/weekend.
The consumer can contact us back at[redacted]
Sincerely,
Jerome's Furniture
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]
Good afternoon,
One of our service managers called the customer today and left a message to call us back to schedule a technician to bring out the part and install.
Thank you!
I have forwarded the additional information which has been provided to [redacted].[redacted] has advised that this claim has gone to the contractors insurance and they will be following up with the consumer directly.Unfortunately, Jerome's is unable to intercede with this claim since it was made by a 3rd party and not by personnel directly from Jerome's.We will keep in contact with [redacted] to ensure they contact the consumer.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.
I can not accept the frame to be repair because nothing is wrong with it the spring inside the all sofa are bad and now even the leather is peeling out from it the all sofa will have to go to the trash now because they can not accept a claim of their insurance they pushed me to buy and can not honor it
Regards,
[redacted]
Good afternoon [redacted]
Thank you for reaching out to us. We are sorry to hear of this issue.
With all mattress purchases, the warranty is directly through the manufacturer. In most cases, Jerome's is the liaison between the consumer and the manufacturer.
The manufacturer authorizes...
[redacted] to inspect all mattresses to determine if there is a defect which falls within the warranty guidelines. The inspection which occurs is an industry standard inspection to verify if a structural defect is present which would be covered under the manufacturer’s warranty.
After review of both of the [redacted] reports the mattress has no sags or defects in the structure of the mattress. If there is stain on the mattrress that will void the warranty, however if you have and outside company remove the stain the warranty will be valid and we can send out [redacted] Inspections to do another inspection within 30 days if the indentation gets worse.
We do understand your frustration, however, we are unable to offer any options since there are no defects confirmed by [redacted] that would indicate a structural defect under the manufacturer’s warranty.
In the future, should you believe a structural defect is present, please do not hesitate to contact us at [redacted]
You may also simply reply to this e-mail.
In regards to this claim the new table was already picked up by the customer and the consumer is being provided a $25 gift certificate for the inconvenience.
Should the consumer have any additional questions or concerns, they may simply contact us at[redacted]
Sincerely,
Jerome's...
Dear [redacted]
Thank you for reaching out to us. We
apologize for the inconvenience which has occurred.
After review of your
account, the order was placed on our Price Protection Plan which is our
equivalency to lay-a-away.
Once merchandise has
been...
selected, a small down payment is required to lock in Jerry's everyday low
price. We allow the consumer up to 12 months to pay the order in full
with small monthly payments applied onto the order itself.
Unfortunately the Price
Protection Plan does not guarantee the availability of the merchandise.
We do ask consumers to provide us a 3 week notice prior to their desired
delivery/pick-up date to ensure the merchandise is available from the
manufacturer.
In this case, the item
(s) which you selected on your invoice became unavailable from the
manufacturer.
We can gladly offer you
5% off a reselection should you wish to select something else in our showroom.
Please feel free to
contact us at [redacted], should you have any additional questions or
concerns.
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.
As of today I have yet to receive any side slats from the store of anyone. I was told on my first conversation with the customer care representative that the slat would be delivered and installed in a timely manner. Secondly I was told if I did install the side slats it would void my warranty I had on my bed frame. I would like clarification of the warranty and when I will receive and have installed the side slats. As for the failure to let the customer know the side slats are display only, Jerome's own salesperson was telling us the side slats were a feature on the bed not a "display only" addition and not part of the actual bed frame that was to be delivered. This is why I continue to say it was false advertisement, there was no visible sign annotating or stating that the bed may differ from what is delivered nor was there a clause stated that this may be the case. I would like Jerome's to make it a company policy for a visible sign stating such so other consumers may be aware of this situation. It was stated by the customer care representative that this situation happens often and she was able to help us out. As for the compensation, I do not wish to receive a gift card to a Jerome's store, if they wish to give a gift card I will accept a competitors gift card in lieu of cash if that is their policy, I will not be returning to Jerome's for any more purchases. Lastly I still believe that the tag violation rebuttal of "It can come off" is a correct response for a company of this size to say. I would like to know if anything beyond "talking" with the 3rd party company has been done. Jerome's has yet to acknowledge any wrong doing in the multiple situations that have arisen from one simple delivery.
Regards,
[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. However, my credit card number has changed. Please let me know how to proceed. 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 find that this resolution would be satisfactory to me. Jerome's has credited my account with the amount requested. This case was closed very quickly and satisfactorily. Thank you for your help.
Regards,
[redacted]
Dear [redacted], Than you for reaching out to us. We apologize for any inconvenience which has occurred.At the time of purchase your merchandise came with a warranty directly through Jerome's. This warranty guarantees your merchandise to be free...
of defects which are reported within the first year from the original delivery date.The one year warranty on your dining set expired on November 20, 2017.We understand your frustration. Although we are unable to comply with your request for a replacement chair we can gladly send a technician to your residence to determine what parts are needed to repair the chair in question.Should you wish to schedule a technician appointment, simply contact us at (866) 633-4094. Your account has been notated with the above information.Sincerely,Jerome's Furniture
Dear Mrs. [redacted], We first would like to apologize for any inconvenience which has occurred.The Jerome's Donation pick-up service is in association with the Salvation Army. This program allows our consumers to donate home furnishings to the Salvation Army...
for a small fee. These donations are tax-deductible as well.All items which are donated under this program must be in a good condition.These regulations are set forth by the Salvation Army for all items they accept in this program. At the time of delivery the merchandise which you donated had signs of pet hair. When this occurs we can still pick-up the donation item (s) however the hair must be removed before the pick-up can be completed. This option was provided at the time of delivery.After review of your account, the Salvation Army donation pick-up has been cancelled and refunded. We unfortunately are unable to comply with your request for compensation of not being able to pick-up your donation items. Our sincerest apologized are offered.If you are able to remove the pet hair from the merchandise which you wish to have donated, we can gladly pick-up these items from your residence and waive the additional fee as a courtesy.This offer is valid for one week and will expire on October 31, 2017. Your account has been notated with this offer.Should you have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094. Our delivery department is open daily from 6:00-12:00 am.Sincerely,Jerome's Furniture
Dear Mr. and Mrs. [redacted], We appreciate you reaching out to us and apologize for any miscommunication which has occurred.Your original store of purchase is currently reviewing your order information and you will be contact directly...
within the next 48 hours.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 find that this resolution in not quite 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, customer contacted our office directly.
The 5 year warranty is through a 3rd party company called [redacted]
[redacted] has advised they will be refunding back the consumer the $199.99, which was paid for the warranty.
The consumer will receive the...
refund directly from [redacted]
Should the consumer have any additional questions, 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.
Thanks Revdex.com for your help. I will wait for the $65 refund to show on my account, and I will contact Revdex.com if for whatever reason it does not show up after 7 business days. I'm glad Jerome's did the right thing in this case, however, it is just unfortunate that they didn't just do the right thing to begin with. Thanks again Revdex.com.
Regards,
[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]
Dear [redacted]
We received information from the Revdex.com in
regards to your recent experience. We apologize for the inconvenience
which occurred and assure you we will be looking further into your claim with
the...
original driver on your order.
We can gladly refund
back the delivery fee of $159.99 for the inconvenience which occurred.
The refund will be
processed back to the [redacted] card on file and refunds can take up to 7 business
days to reflect as an available credit.
Unfortunately we are unable
to comply with your request for 20% off your purchase; however, the delivery
fee will be refunded for the inconvenience.
Please do not hesitate
to contact us at [redacted] should you have any additional questions or
concerns.
Sincerely,
Jerome's Furniture
Dear [redacted]
Thank you for taking time out of your day to contact us. We have received the information you have provided the Revdex.com in regards to the Sofa and chair which were purchased on May 10, 2015. I...
apologize for any inconvenience or miscommunication which has occurred.
At the time of purchase, your merchandise came with a warranty directly through Jerome's. This warranty covers any manufacturing defects which are reported within the first year from the original delivery date. Our warranty is for repairs only and covers the cost of parts and labor.
The issue which has been reported to us in regards to the down feathers unfortunately is not considered a manufacturing defect and we are unable to comply with your request for refund or reselection.
Per your previous correspondence with our Customer Care management, we can offer to replace the down feathers with regular loose fiber fill as a good faith gesture. Since this will be altering the original production of the merchandise, you would no longer have a warranty on the cushions.
Please feel free to contact us at[redacted] should you wish to reschedule the technician appointment.
You may also contact us at the number above should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
The consumer was contacted directly. A $100 refund has been provided for the inconvenience and the standard throw pillow that the consumer was missing we will be pulling from stock when the customer schedules her delivery.
She is also able to keep the incorrect special order pillow....
The consumer has been notified we can work around her schedule on a non-holiday week/weekend.
The consumer can contact us back 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]
Good afternoon,
One of our service managers called the customer today and left a message to call us back to schedule a technician to bring out the part and install.
Thank you!
I have forwarded the additional information which has been provided to [redacted].[redacted] has advised that this claim has gone to the contractors insurance and they will be following up with the consumer directly.Unfortunately, Jerome's is unable to intercede with this claim since it was made by a 3rd party and not by personnel directly from Jerome's.We will keep in contact with [redacted] to ensure they contact the consumer.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.
I can not accept the frame to be repair because nothing is wrong with it the spring inside the all sofa are bad and now even the leather is peeling out from it the all sofa will have to go to the trash now because they can not accept a claim of their insurance they pushed me to buy and can not honor it
Regards,
[redacted]
Good afternoon [redacted]
Thank you for reaching out to us. We are sorry to hear of this issue.
With all mattress purchases, the warranty is directly through the manufacturer. In most cases, Jerome's is the liaison between the consumer and the manufacturer.
The manufacturer authorizes...
[redacted] to inspect all mattresses to determine if there is a defect which falls within the warranty guidelines. The inspection which occurs is an industry standard inspection to verify if a structural defect is present which would be covered under the manufacturer’s warranty.
After review of both of the [redacted] reports the mattress has no sags or defects in the structure of the mattress. If there is stain on the mattrress that will void the warranty, however if you have and outside company remove the stain the warranty will be valid and we can send out [redacted] Inspections to do another inspection within 30 days if the indentation gets worse.
We do understand your frustration, however, we are unable to offer any options since there are no defects confirmed by [redacted] that would indicate a structural defect under the manufacturer’s warranty.
In the future, should you believe a structural defect is present, please do not hesitate to contact us at [redacted]
You may also simply reply to this e-mail.
In regards to this claim the new table was already picked up by the customer and the consumer is being provided a $25 gift certificate for the inconvenience.
Should the consumer have any additional questions or concerns, they may simply contact us at[redacted]
Sincerely,
Jerome's...
Furniture
Dear [redacted]
Thank you for reaching out to us. We
apologize for the inconvenience which has occurred.
After review of your
account, the order was placed on our Price Protection Plan which is our
equivalency to lay-a-away.
Once merchandise has
been...
selected, a small down payment is required to lock in Jerry's everyday low
price. We allow the consumer up to 12 months to pay the order in full
with small monthly payments applied onto the order itself.
Unfortunately the Price
Protection Plan does not guarantee the availability of the merchandise.
We do ask consumers to provide us a 3 week notice prior to their desired
delivery/pick-up date to ensure the merchandise is available from the
manufacturer.
In this case, the item
(s) which you selected on your invoice became unavailable from the
manufacturer.
We can gladly offer you
5% off a reselection should you wish to select something else in our showroom.
Please feel free to
contact us at [redacted], should you have any additional questions or
concerns.
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.
As of today I have yet to receive any side slats from the store of anyone. I was told on my first conversation with the customer care representative that the slat would be delivered and installed in a timely manner. Secondly I was told if I did install the side slats it would void my warranty I had on my bed frame. I would like clarification of the warranty and when I will receive and have installed the side slats. As for the failure to let the customer know the side slats are display only, Jerome's own salesperson was telling us the side slats were a feature on the bed not a "display only" addition and not part of the actual bed frame that was to be delivered. This is why I continue to say it was false advertisement, there was no visible sign annotating or stating that the bed may differ from what is delivered nor was there a clause stated that this may be the case. I would like Jerome's to make it a company policy for a visible sign stating such so other consumers may be aware of this situation. It was stated by the customer care representative that this situation happens often and she was able to help us out. As for the compensation, I do not wish to receive a gift card to a Jerome's store, if they wish to give a gift card I will accept a competitors gift card in lieu of cash if that is their policy, I will not be returning to Jerome's for any more purchases. Lastly I still believe that the tag violation rebuttal of "It can come off" is a correct response for a company of this size to say. I would like to know if anything beyond "talking" with the 3rd party company has been done. Jerome's has yet to acknowledge any wrong doing in the multiple situations that have arisen from one simple delivery.
Regards,
[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. However, my credit card number has changed. Please let me know how to proceed. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]