Thank you for reaching out to us. We apologize for
any miscommunication which...
may have occurred.
At the time of purchase
your merchandise came with a one year warranty. This warranty is for
parts and repairs and guarantees your product to be free of any manufacturing
defects which are reported within the 1st year from the original delivery/pick-up
date.
The one year warranty on
your sofa expired on January 1, 2016.
Unfortunately the claim
which has been reported is no longer covered by our warranty since your
warranty date has already expired.
The 5 year protection
plan through the 3rd party Guardian covers an array of one-time accidental
stains, etc. Issues with leather unfortunately are not covered since
these types of damages occur over a period of time and not from a one-time
incident.
We understand your
frustration however we will be unable to comply with your request for
replacement.
Should you have any
additional questions or concerns, you may simply contact us at (866) 633-4094.
In regards to this
claim, the initial exchange was written on 7/24/15. Originally parts were
on order in lieu of exchanging the parts.
Roman"">
Most ETA's for parts to
arrive can be up to 120 days. Since we were unable to receive the parts
in this allotted time we offered the e/e to the consumer.
Unfortunately the
manufacturer has discontinued the chairs which were originally purchased. The consumer did speak with a representative
and we have offered the customer to reselect.
The customer will have
the initial credit they paid for the chairs in the residence to apply to other
merchandise in the store. The offer is for equal value only. Should
the consumer select something greater in pricing they would be responsible for
the difference.
Once the customer has
reselected, we are offering free delivery and would pick up the 2 chairs
currently in the residence and deliver the consumers new selection.
The offer for
reselection is valid until August 24, 2015.
Should the consumer have
any additional questions or concerns, they may simply contact us at [redacted]
Revdex.com:
I have reviewed the response made by Jerome's in reference to
complaint ID [redacted] and find that the following would be a
satisfactory solution to me. Jerome's statement in regards to locking in
an everyday low price is incorrect due to the fact that I was not
interested in locking the price I locked in a specific item in this case
a dining room set. Customers do not lock in a price and have the
business give the customer whatever they want. Furthermore, why would
Jerome's call us to arrange the delivery or transfer out our dining room
set to the store on [redacted]. if it was unavailable, they obviously had it,
transferred it and sold it without any disregard to us the customer. Our family is willing to accept Jerome's apology in addition to the following;1.
Provide us with contact information of the manufacturer for the desired
dining room set in order to find out where they make their merchandise
available for consumers. 2.
We will accept the low offer of 5% off a re selection should we wish to
select something else in their showroom in compensation for our grief
and inconvenience.
V/r,[redacted]
Dear Mr. [redacted], We appreciate you taking time out of your day to reach out to us.After review of your account the merchandise in question was delivered on December 1, 2017 and on December 20, 17 you made a request for a refund on the merchandise.We...
understand your frustration, however, we do not offer a policy on refunds. All of our sales are final with the exception of our Love It Guarantee!The Love it Guarantee allows our customer's to reselect to other merchandise if reported within 10 days from the original delivery date.Web sales did extend this offer to you, even though the allotted 10 day period had passed.We can gladly extend this option until January 1, 2018 as a courtesy.If you wish to take advantage of this offer, please visit the original store of purchase. The offer for reselection is for greater or equal value. Anything which is selected less than the original value will remain as store credit; should you select something greater in pricing you would need to pay the difference.Should you have any additional questions or concerns, our delivery department is open daily from 6:00 am to 7:00 pm.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.
My claim was that due to Jerome negligence, my spouse and I were totally humiliated with our House Warming Party. Our guests had no place to sit. Had Jerome told us that dining set will not be delivered. we would have made some other arrangement. The worst part is that they have no decency to accept their negligence and apologize. Jerome never delivered the ordered dining set; I accepted the replacement simply to get my money from them.I will now publish a bad review on [redacted]
Regards,
[redacted]
For this claim, one of our managers contacted the customer directly. The consumer was provided a point of contact to reach us in case her refunded is not showing back to Synchrony as of yet.The consumer is aware to contact us with any further questions and we can gladly...
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:Jerome's did have to come out a second time however the reason is not as stated. The sales person stated the color of the arm chair would be the same as the rest of the set, when delivered it was a different color. They had to come the second time to correct their mistake. When they came the second time that they still charged an additional $45 for second time delivery plus $ 89.99 of the first time delivered.The dispute is still concerning the $45 pickup fee(nothing was pickup on their first visit and they second charge of $45 to correct their mistake with the color. The furniture was already moved when they came the first time and nothing was picked. There was never any discussion of a donation or a tax write off, nothing was donated, this is a new story.Please help straighten out this situation by having the $90 fee refundedRegards[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 NOT been contacted by Jeromes and they are referencing their automatic warranty but I purchased the extended lifetime warranty.They are also not addressing the other various concerns and issues that I had listed in my complaint.
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]
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 contacted [redacted] (warranty company) and were told that we would have to take it up with Jerome's. We made a claim with [redacted] within the year mark. We actually included a scratch in the same claim, which we were told would be covered and the claim was denied. We purchased the extra warranty and were told it would be honored anywhere in the continental United States. We have purchased other leather furniture from other companies in the past and have never had this issue with the peeling. We have spent $150 on a repairman to come out and repair the peeling since [redacted] denied the claim. We also contacted Jerome's with no solution. This false advertising by Jerome's salesmen is appalling. They assured us that any damage, minus pet damage, would be repaired nationwide. We paid the $299 to Jerome's for the warranty which is useless. [redacted] actually told me that it did not meet their threshold for repair. We specifically asked about the nationwide coverage due to us being a military family and our probability of being transferred out of California.
I would like the refund of $150 that I paid for a repairman to fix the peeling and the $299 for the useless [redacted] warranty. Being lied to is an atrocious way of doing business.Regards,[redacted]
We appreciate you reaching out to us to notify us of your recent
delivery experience and...
apologize for the inconvenience which has occurred.
We assure you the
situation which has occurred has been addressed with our delivery company to
ensure a similar situation does not occur with our delivery team members.
Measures have also been
taken to ensure our delivery team members have the proper identification needed,
at all times, to have access to our local military bases.
For the inconvenience
which occurred the original delivery fee of $69.99 was refunded to the original
method of payment on August 3, 2017.
We apologize once again
for the delivery experience which occurred.
Please do not hesitate
to contact us at (866) 633-4094 should you have any additional questions or
concerns. Our delivery department is open daily from 6:00-12:00 am.
The consumer was contacted yesterday and a message was left to indicate the cushion was received and is being mailed to her address.
As soon as the consumer has received the part we can gladly schedule a technician to install the part in the residence.
Should the consumer have any additional...
questions or concerns, she may simply contact us directly 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.I was at work all day when I called agent back she had already left for the day. Customer service agent told me the same thing they have said before, that only the base is defective but not the matttess. That they don't refund/return mattresses, that I signed a contract. I told her I signed a contract for a complete new bed that included the mattress & base, which are now BOTH defective because the mattress was folded/bent in the wrong area where the base is structured to fold the mattress.
If you fold or bend a matttess it doesn't function the same because it's not meant for that. These people keep trying to cheat me & force me to keep an item that is damaged. Not only did they sell me a defective item & the motion bed didn't work properly but the mattress is 10 times harder/firmer that the one I tested at the store, so what I ended up with is totally different than what I received, I have not been able to sleep fir the entire week. Now this company is bulling me into keeping & paying for a damaged item. If you look at the reviews they only get 1 star rating because of irate, unsatisfied customers. This company has been getting away with shady service for years. This stress is literally making me sick.
Again, I want the entire unit taken away and fully refunded. Y
Regards,[redacted]
[redacted] is my case number.
I just want to let you know that Jerome's has come to my home and fixed the problem with my bed. Thank you very much Revdex.com for your quick help in this situation. I would like the complaint to be removed from this company.
If there is anything else I need to do please let me know.
Thanks again.
[redacted]
The refund on this account was processed the beginning of this month. The consumer should have already received the refund, which can take up to 7 business days from the point the refund is processed.The request was made on 8/5/15 and the refund could have taken up to 8/15/15 to be an available credit on the consumers account.If the consumer does not show this refund, they may contact us at [redacted] for further assistance.Sincerely,Jerome's Furniture
In regards to this claim, the consumer was contacted directly and was offered to reselect on the merchandise in question.
Should the consumer have any additional questions or concerns, he 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 special order was delivered on April 7, 2016.
We understand your frustration. For...
the inconvenience $100 will be refunded onto the [redacted] card on file.
Credit card refunds can take up to 7 business days to reflect as an available credit.
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns.
Dear Mrs. [redacted],
Thank you for reaching out to us. We apologize for
any miscommunication which...
may have occurred.
At the time of purchase
your merchandise came with a one year warranty. This warranty is for
parts and repairs and guarantees your product to be free of any manufacturing
defects which are reported within the 1st year from the original delivery/pick-up
date.
The one year warranty on
your sofa expired on January 1, 2016.
Unfortunately the claim
which has been reported is no longer covered by our warranty since your
warranty date has already expired.
The 5 year protection
plan through the 3rd party Guardian covers an array of one-time accidental
stains, etc. Issues with leather unfortunately are not covered since
these types of damages occur over a period of time and not from a one-time
incident.
We understand your
frustration however we will be unable to comply with your request for
replacement.
Should you have any
additional questions or concerns, you may simply contact us at (866) 633-4094.
Sincerely,
Jerome's Furniture
Hello,
Please see the attached warranty for [redacted] who is the manufacturer of this mattress.
Sincerely,
Jerome's Furniture Warehouse
In regards to this
claim, the initial exchange was written on 7/24/15. Originally parts were
on order in lieu of exchanging the parts.
Roman"">
Most ETA's for parts to
arrive can be up to 120 days. Since we were unable to receive the parts
in this allotted time we offered the e/e to the consumer.
Unfortunately the
manufacturer has discontinued the chairs which were originally purchased. The consumer did speak with a representative
and we have offered the customer to reselect.
The customer will have
the initial credit they paid for the chairs in the residence to apply to other
merchandise in the store. The offer is for equal value only. Should
the consumer select something greater in pricing they would be responsible for
the difference.
Once the customer has
reselected, we are offering free delivery and would pick up the 2 chairs
currently in the residence and deliver the consumers new selection.
The offer for
reselection is valid until August 24, 2015.
Should the consumer have
any additional questions or concerns, they may simply contact us at [redacted]
Sincerely,
[redacted]
Customer Care Manager
Revdex.com:
I have reviewed the response made by Jerome's in reference to
complaint ID [redacted] and find that the following would be a
satisfactory solution to me. Jerome's statement in regards to locking in
an everyday low price is incorrect due to the fact that I was not
interested in locking the price I locked in a specific item in this case
a dining room set. Customers do not lock in a price and have the
business give the customer whatever they want. Furthermore, why would
Jerome's call us to arrange the delivery or transfer out our dining room
set to the store on [redacted]. if it was unavailable, they obviously had it,
transferred it and sold it without any disregard to us the customer. Our family is willing to accept Jerome's apology in addition to the following;1.
Provide us with contact information of the manufacturer for the desired
dining room set in order to find out where they make their merchandise
available for consumers. 2.
We will accept the low offer of 5% off a re selection should we wish to
select something else in their showroom in compensation for our grief
and inconvenience.
V/r,[redacted]
Hello,We spoke to the customer earlier today and the customer has agreed to have the bed and the desk exchanged. Customer is taken care of.Thank you
Dear Mr. [redacted], We appreciate you taking time out of your day to reach out to us.After review of your account the merchandise in question was delivered on December 1, 2017 and on December 20, 17 you made a request for a refund on the merchandise.We...
understand your frustration, however, we do not offer a policy on refunds. All of our sales are final with the exception of our Love It Guarantee!The Love it Guarantee allows our customer's to reselect to other merchandise if reported within 10 days from the original delivery date.Web sales did extend this offer to you, even though the allotted 10 day period had passed.We can gladly extend this option until January 1, 2018 as a courtesy.If you wish to take advantage of this offer, please visit the original store of purchase. The offer for reselection is for greater or equal value. Anything which is selected less than the original value will remain as store credit; should you select something greater in pricing you would need to pay the difference.Should you have any additional questions or concerns, our delivery department is open daily from 6:00 am to 7:00 pm.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.
My claim was that due to Jerome negligence, my spouse and I were totally humiliated with our House Warming Party. Our guests had no place to sit. Had Jerome told us that dining set will not be delivered. we would have made some other arrangement. The worst part is that they have no decency to accept their negligence and apologize. Jerome never delivered the ordered dining set; I accepted the replacement simply to get my money from them.I will now publish a bad review on [redacted]
Regards,
[redacted]
For this claim, one of our managers contacted the customer directly. The consumer was provided a point of contact to reach us in case her refunded is not showing back to Synchrony as of yet.The consumer is aware to contact us with any further questions and we can gladly...
assist.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.
Regards,
[redacted]
Revdex.com:Jerome's did have to come out a second time however the reason is not as stated. The sales person stated the color of the arm chair would be the same as the rest of the set, when delivered it was a different color. They had to come the second time to correct their mistake. When they came the second time that they still charged an additional $45 for second time delivery plus $ 89.99 of the first time delivered.The dispute is still concerning the $45 pickup fee(nothing was pickup on their first visit and they second charge of $45 to correct their mistake with the color. The furniture was already moved when they came the first time and nothing was picked. There was never any discussion of a donation or a tax write off, nothing was donated, this is a new story.Please help straighten out this situation by having the $90 fee refundedRegards[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 NOT been contacted by Jeromes and they are referencing their automatic warranty but I purchased the extended lifetime warranty.They are also not addressing the other various concerns and issues that I had listed in my complaint.
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]
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 contacted [redacted] (warranty company) and were told that we would have to take it up with Jerome's. We made a claim with [redacted] within the year mark. We actually included a scratch in the same claim, which we were told would be covered and the claim was denied. We purchased the extra warranty and were told it would be honored anywhere in the continental United States. We have purchased other leather furniture from other companies in the past and have never had this issue with the peeling. We have spent $150 on a repairman to come out and repair the peeling since [redacted] denied the claim. We also contacted Jerome's with no solution. This false advertising by Jerome's salesmen is appalling. They assured us that any damage, minus pet damage, would be repaired nationwide. We paid the $299 to Jerome's for the warranty which is useless. [redacted] actually told me that it did not meet their threshold for repair. We specifically asked about the nationwide coverage due to us being a military family and our probability of being transferred out of California.
I would like the refund of $150 that I paid for a repairman to fix the peeling and the $299 for the useless [redacted] warranty. Being lied to is an atrocious way of doing business.Regards,[redacted]
Dear Mr. [redacted],
We appreciate you reaching out to us to notify us of your recent
delivery experience and...
apologize for the inconvenience which has occurred.
We assure you the
situation which has occurred has been addressed with our delivery company to
ensure a similar situation does not occur with our delivery team members.
Measures have also been
taken to ensure our delivery team members have the proper identification needed,
at all times, to have access to our local military bases.
For the inconvenience
which occurred the original delivery fee of $69.99 was refunded to the original
method of payment on August 3, 2017.
We apologize once again
for the delivery experience which occurred.
Please do not hesitate
to contact us at (866) 633-4094 should you have any additional questions or
concerns. Our delivery department is open daily from 6:00-12:00 am.
Sincerely,
Jerome's Furniture
Warehouse
The consumer was contacted yesterday and a message was left to indicate the cushion was received and is being mailed to her address.
As soon as the consumer has received the part we can gladly schedule a technician to install the part in the residence.
Should the consumer have any additional...
questions or concerns, she may simply contact us directly 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.I was at work all day when I called agent back she had already left for the day. Customer service agent told me the same thing they have said before, that only the base is defective but not the matttess. That they don't refund/return mattresses, that I signed a contract. I told her I signed a contract for a complete new bed that included the mattress & base, which are now BOTH defective because the mattress was folded/bent in the wrong area where the base is structured to fold the mattress.
If you fold or bend a matttess it doesn't function the same because it's not meant for that. These people keep trying to cheat me & force me to keep an item that is damaged. Not only did they sell me a defective item & the motion bed didn't work properly but the mattress is 10 times harder/firmer that the one I tested at the store, so what I ended up with is totally different than what I received, I have not been able to sleep fir the entire week. Now this company is bulling me into keeping & paying for a damaged item. If you look at the reviews they only get 1 star rating because of irate, unsatisfied customers. This company has been getting away with shady service for years. This stress is literally making me sick.
Again, I want the entire unit taken away and fully refunded. Y
Regards,[redacted]
[redacted] is my case number.
I just want to let you know that Jerome's has come to my home and fixed the problem with my bed. Thank you very much Revdex.com for your quick help in this situation. I would like the complaint to be removed from this company.
If there is anything else I need to do please let me know.
Thanks again.
[redacted]
The refund on this account was processed the beginning of this month. The consumer should have already received the refund, which can take up to 7 business days from the point the refund is processed.The request was made on 8/5/15 and the refund could have taken up to 8/15/15 to be an available credit on the consumers account.If the consumer does not show this refund, they may contact us at [redacted] for further assistance.Sincerely,Jerome's Furniture
In regards to this claim, the consumer was contacted directly and was offered to reselect on the merchandise in question.
Should the consumer have any additional questions or concerns, he may simply contact us at[redacted]
Sincerely,
Jerome's Furniture
An e-mail was sent directly to the consumer to provide pictures of the merchandise in question.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 special order was delivered on April 7, 2016.
We understand your frustration. For...
the inconvenience $100 will be refunded onto the [redacted] card on file.
Credit card refunds can take up to 7 business days to reflect as an available credit.
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture