We appreciate the feedback you
have provided us in...
regards to your recent purchase.
We have strict rules and
regulations to protector our consumers when it comes to applying for financing.
We are only able to accept forms of identification which are currently
valid. Unfortunately we are unable to
accept any forms which are expired.
At the time of purchase,
you would have received a full sales receipt which indicated all payments made
on the account and all balances which were owed. On the back of our sales
receipt there is a square box on the bottom right side corner which indicates
all balances must be paid in full 48 hours before delivery.
We do understand your
frustration and apologize for any inconvenience which occurred, however, we
will not be able to offer compensation for the balance not being paid prior to
delivery.
We can gladly assist you
further should you have any questions or concerns in regards to your account.
Please do not hesitate to contact Customer Care at [redacted]
[redacted] was contacted directly.
Here is the below e-mail sent to the consumer directly:
Dear [redacted],
This e-mail is in regards to our earlier conversation.
The manufacturer has approved for you to reselect on the mattress and box spring, [redacted]
You will have full credit for what you initially paid + any applicable taxes to be used toward the purchase of another mattress/mattress set.
Should you wish for us to deliver your new selection and pick-up the new one in your residence, a delivery fee would be charged.
You also have the option to bring back the mattress and box spring in your residence when you pick-up your new selection.
The offer for reselection will be valid for 2 weeks until December 21, 2016.
The consumer has our contact information to be able to reach us directly.
Sincerely,
Jerome's Furniture
Dear Mrs. [redacted], We apologize for the inconvenience which has occurred. The OOPS 5 year protection plan, which was purchased, is a 5 year warranty through a 3rd party company. This warranty, unfortunately, is not directly under Jerome’s and as such we are unable to approve claims, receive their technician reports or indicate any options [redacted] would provide under their direct warranty. We understand your frustration. The parts which are currently on order, mechanism and casters for the table, are as a good faith gesture to resolve the concerns you have with the home furnishings which you purchased. We assure you we are working diligently to receive your parts are quickly as possible. Once they have been received we will send a technician to install them for you, free of charge.In addition the part order for the casters (wheels) has been corrected to reflect the need of 2 casters. This information has been sent to the manufacturer as well. Due to the area of your residence, parts have to be shipped to your home prior to scheduling a technician appointment. Our parts department will contact you once the parts have been received to set-up shipment of the parts. Should you have any immediate questions or concerns, please do not hesitate to contact us at ###-###-####. Our delivery department is open daily from 6:00-12:00 am. Sincerely, Jerome’s Furniture
In regards to this
claim, we apologize for the inconvenience which has occurred.
Unfortunately the
manufacturer is no longer producing this fabric and as such the special order
cannot be replaced.
We have already provided
the consumer $100 for the inconvenience which has been...
refunded based upon
their initial method of payment.
We did offer to replace
the special order; however, since it is no longer available from the
manufacturer we are unable to provide replacement.
Here are the final
options which we can provide the consumer:
1) We can offer full
refund of the special order loveseat + full price of the [redacted] extended
warranty (the extended warranty is actually through a 3rd party carrier not
Jerome's)
2) We can offer the
customer a 15% discount on a new selection. The way the reselection works
is the customer would have full credit of the amount they paid for the special
order loveseat in question + the applicate [redacted] warranty. Whichever
new item is selected we will provide a 15% discount off the retail price.
If the pricing after this discount is over the available amount of credit
the consumer would be responsible to pay the difference in pricing.
Once a new selection has
been picked out we would pick-up the special order loveseat from the consumer’s
residence and deliver the new selection (as long as it's not a Jerry's Blooper
item).
3) The final option is
the consumer can keep the special order loveseat with an additional $250 off
the price of the item. This would void
their warranty through Jerome’s for any manufacturing defects, since the unit
would be kept as is.
The above 3 options are
valid until October 21, 2015. After this date we will be unable to offer
any of the options above.
The consumer will simply
need to contact us at ([redacted] to indicate which option they would like
to select.
Sincerely,
Jerome's Furniture
The customer was contacted directly. The pending hold was due to the order being split into different deliveries.
Our finance department has removed the hold off the [redacted] account. The only amount charged should be what the customer originally purchased.
Should the consumer...
have any additional questions or concerns, they may simply contact us at[redacted]
Sincerely,
Jerome's Furniture
Dear [redacted]
We appreciate the additional information provided. All of our deliveries are made by a 3rd party company and unfortunately are not delivered directly through Jerome's.
All property damage claims have to process through [redacted], which is the delivery company.
We apologize or the delay in response from [redacted]
Should you need further assistance with your order, 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.
It appears that Jerome’s has a delay period in responding to Revdex.com Claim.
I sent [redacted] an email on 12 February, 2016 for which a response has yet to be received as of 28 February 2016. In summary I communicated my awareness of Jerome’s warranty on the back of the sales receipt but also noted that this is not the only warranty protection I have available. I communicated that their own [redacted] City Attorney’s Office has a very informative newsletter on warranty rights under state law and again requested that they reconsider my request for refund or replacement in light of this information and I hope they will respond favorably. I also attached a copy of the City Attorney’s Office newsletter to the email with my request.
Regards, [redacted]
Dear Mr. [redacted], Thank you for providing us with additional information.We apologize again, however, all of our sales are final.Our return guidelines are stated on the back of our sales receipt as well as on our website.We understand your frustration, however we are unable to offer the refund which you are seeking.Should you need further 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We have stopped in the Jerome's showroom twice and there are no replacement dining sets that meet our needs. We selected what we purchased based on space, style and color to fit our dining room. We have been looking off and on for a counter height dining set for many years and thought we finally found the right one. As stated in our initial complaint, if repair is not possible, we expect a full refund of $752.87. We find it absurd that the Oops protection is not a viable option to have the table repaired. It's not rocket science - it's just a broken leaf support that any furniture repair company could make. Jerome's states that the protection is through a third party, yet Jerome's is the only contact number on the information.Upon further review of the Revdex.com website, it's quite evident Jerome's has a serious customer service problem - they have 276 complaints to your site in the past 3 years, and 136 in the past 12 months - by far the leader among similar companies. According to your site, of 13 comparable businesses, the 12 others have 25 or fewer complaints in the past 3 years, and Jerome's has nearly 300. Your rating system must be flawed to still qualify Jerome's with an A+ rating.We hope Jerome's understands that if they sell defective merchandise that they can't fix, they are obligated to refund our money. We have no interest in a store credit or replacement set.
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.Regards,[redacted] I believe five months is an unacceptable amount of time to wait for a repair from something that was delivered broken. Thank you.
The customer was called and a message was left for the customer to call us back.
This item was discounted over $800 from the original retail price since it was sold as-is as a floor model.
Since this is a floor model and it was discounted at such a large amount, there is no warranty directly...
through Jerome's.
I did notify the consumer of this information in the voicemail and asked the consumer to contact me directly to see if there were any one-time courtesy repairs as a best effort basis which could be offered.
Should you have any additional questions, please do not hesitate to contact us at ([redacted]
Sincerely,
Jerome's Furniture
In regards to this claim the consumer was contacted and a message was left for a return call.After review of the consumers account, the chair in question was dropped off at the original store of purchase.A new chair was written up as of October 12, 2017 and is available to be scheduled for...
delivery.We can gladly schedule this chair for delivery. Should the consumer wish to schedule delivery our delivery department can be reached at (866) 633-4094.The message did provide a phone # for the consumer to reach a representative in the call center for additional information as well.Sincerely,Jerome's Furniture
In regards to this claim the consumer was in contact with us directly.
The consumer’s order, which included a dinning set, was delivered yesterday, April 21, 2015.
If the consumer should need further assistance, please do not hesitate to contact Customer Care at ([redacted]
Sincerely,
[redacted]...
At the time of purchase the sales person told us the warranty is 20 years. We weren't provided with any other warranty information except the one on the back of the order slip that I attached. The web listing for the mattress also listed it as 20 years but the listing is no longer available since it has been 5 years since the purchase. When we called to complaint Jerome did acknowledge that the mattress is still under warranty.
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.
Over the last several weeks, I have tried to contact Jerome's corporate office but have been unsuccessful. Jerome's has continued to lie about our account and not having any further correspondence after 9/13/15. I have spoken with [redacted] from the [redacted] store on 10/7/15, but we were unable to come up with a resolution. I submitted him a copy of the letter that was originally sent to customer care on 9/13/15. A message was left for [redacted] from the corporate office but as of today (1 week) no attempt to contact me has happened from her. We have been told by numerous people on their management team that we would be provided credits besides the delivery charge but none of that has been credited to the account. I submitted to Jerome's a two page detailed explanation of the events that unfolded over the course of one week (see attached file). There has been no attempt by anyone from the company to acknowledge wrongdoing or to place those additional credits back on our account. The offer that Jerome's submitted is a lazy attempt to correct one mistake. However, our situation has five separate mistakes. I respectfully ask you to read the letter provided and decide if a $100.00 coupon should correct these issues.
Regards,
[redacted]
In regards to this complaint, we confirmed with our accounting department the refund check in the amount of $100 was mailed out May 1, 2015 to the address which was provided to the Revdex.com.
Unfortunately the store is unable to issue cash refund, since all cash payments are only...
applicable for refund via corporate check.
Please contact us if you still have not received the check and I can put a stop payment on the check immediately and have a new check issued.
We can be reached at [redacted]
Sincerely,
[redacted]
Customer Care Manager
Dear Mrs. [redacted], We appreciate you reaching out to us and apologize for any inconvenience which has occurred.At the time of purchase, your merchandise came with two warranties. The first warranty is directly through Jerome’s and guarantees your merchandise to be free of structural...
defects which are reported within the first year.The second warranty, which you opted to purchase, is the OOPS 5 year protection plan through a company called Guardian.This warranty covers an array of one-time accidental stains and damages including pet and human bodily fluid.The Guardian policy will clean the stain, if it’s covered under their policy; however removal of smell is not guaranteed.We understand your frustration however; we are unable to comply with your request for reselection on the merchandise.The damage which is being reported would not have been covered under our warranty, even if it was reported within the first year, which expired on November 24, 2016.As a good faith gesture, we can offer to refund the OOPS policy at a prorated increment in the amount of $190.21.Should you wish to take advantage of the above offer, please feel free to contact us at (866) 633-4094. The above offer will expire on October 15, 2017.Sincerely,Jerome’s Furniture
Dear [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 2 warranties.
The first warranty was directly through Jerome's. Our warranty...
guarantees your merchandise to be free of manufacturing defects which are reported within the 1st year from the original delivery date.
The one year warranty on your merchandise expired on October 27, 2012.
The 2nd warranty, which you opted to purchase, is a 5 year warranty through a company called [redacted]. This warranty covers an array of one-time accidental stains and damages which occur in the residence.
Unfortunately the issue which was reported in regards to the seams would not be covered by [redacted] since it occurred over a period of time and not from a one-time incident.
We do understand your frustration however you are currently 3-1/2 years out of our warranty to be able to report manufacturing defects.
As a good faith gesture we can gladly provide free delivery on your next purchase (a value up to $89.99).
The above offer does not have an expiration date; you will simply need to provide the phone # on the account for the credit to be applied on your next purchase.
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 reaching out to us. We apologize for any miscommunication or 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...
any manufacturing defects for one year from the original delivery or pick-up date. Our warranty is for parts and repairs.
After review of your account, the current service for the loveseat is the only issue which has been reported to us for this particular item.
We understand your frustration, however, a repair has never been attempted on this particular loveseat.
We will try to expedite the parts as quickly as possible. If in the future there continues to be an ongoing issue we can certainly see if there would be an alternative option to repairs at that time.
Once your parts have been received we will contact you to schedule a technician appointment for the parts to be installed.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Dear [redacted]
We appreciate the feedback you
have provided us in...
regards to your recent purchase.
We have strict rules and
regulations to protector our consumers when it comes to applying for financing.
We are only able to accept forms of identification which are currently
valid. Unfortunately we are unable to
accept any forms which are expired.
At the time of purchase,
you would have received a full sales receipt which indicated all payments made
on the account and all balances which were owed. On the back of our sales
receipt there is a square box on the bottom right side corner which indicates
all balances must be paid in full 48 hours before delivery.
We do understand your
frustration and apologize for any inconvenience which occurred, however, we
will not be able to offer compensation for the balance not being paid prior to
delivery.
We can gladly assist you
further should you have any questions or concerns in regards to your account.
Please do not hesitate to contact Customer Care at [redacted]
Sincerely,
[redacted]
Customer Care Manager
[redacted] was contacted directly.
Here is the below e-mail sent to the consumer directly:
Dear [redacted],
This e-mail is in regards to our earlier conversation.
The manufacturer has approved for you to reselect on the mattress and box spring, [redacted]
You will have full credit for what you initially paid + any applicable taxes to be used toward the purchase of another mattress/mattress set.
Should you wish for us to deliver your new selection and pick-up the new one in your residence, a delivery fee would be charged.
You also have the option to bring back the mattress and box spring in your residence when you pick-up your new selection.
The offer for reselection will be valid for 2 weeks until December 21, 2016.
The consumer has our contact information to be able to reach us directly.
Sincerely,
Jerome's Furniture
Dear Mrs. [redacted], We apologize for the inconvenience which has occurred. The OOPS 5 year protection plan, which was purchased, is a 5 year warranty through a 3rd party company. This warranty, unfortunately, is not directly under Jerome’s and as such we are unable to approve claims, receive their technician reports or indicate any options [redacted] would provide under their direct warranty. We understand your frustration. The parts which are currently on order, mechanism and casters for the table, are as a good faith gesture to resolve the concerns you have with the home furnishings which you purchased. We assure you we are working diligently to receive your parts are quickly as possible. Once they have been received we will send a technician to install them for you, free of charge.In addition the part order for the casters (wheels) has been corrected to reflect the need of 2 casters. This information has been sent to the manufacturer as well. Due to the area of your residence, parts have to be shipped to your home prior to scheduling a technician appointment. Our parts department will contact you once the parts have been received to set-up shipment of the parts. Should you have any immediate questions or concerns, please do not hesitate to contact us at ###-###-####. Our delivery department is open daily from 6:00-12:00 am. Sincerely, Jerome’s Furniture
In regards to this
claim, we apologize for the inconvenience which has occurred.
Unfortunately the
manufacturer is no longer producing this fabric and as such the special order
cannot be replaced.
We have already provided
the consumer $100 for the inconvenience which has been...
refunded based upon
their initial method of payment.
We did offer to replace
the special order; however, since it is no longer available from the
manufacturer we are unable to provide replacement.
Here are the final
options which we can provide the consumer:
1) We can offer full
refund of the special order loveseat + full price of the [redacted] extended
warranty (the extended warranty is actually through a 3rd party carrier not
Jerome's)
2) We can offer the
customer a 15% discount on a new selection. The way the reselection works
is the customer would have full credit of the amount they paid for the special
order loveseat in question + the applicate [redacted] warranty. Whichever
new item is selected we will provide a 15% discount off the retail price.
If the pricing after this discount is over the available amount of credit
the consumer would be responsible to pay the difference in pricing.
Once a new selection has
been picked out we would pick-up the special order loveseat from the consumer’s
residence and deliver the new selection (as long as it's not a Jerry's Blooper
item).
3) The final option is
the consumer can keep the special order loveseat with an additional $250 off
the price of the item. This would void
their warranty through Jerome’s for any manufacturing defects, since the unit
would be kept as is.
The above 3 options are
valid until October 21, 2015. After this date we will be unable to offer
any of the options above.
The consumer will simply
need to contact us at ([redacted] to indicate which option they would like
to select.
Sincerely,
Jerome's Furniture
The customer was contacted directly. The pending hold was due to the order being split into different deliveries.
Our finance department has removed the hold off the [redacted] account. The only amount charged should be what the customer originally purchased.
Should the consumer...
have any additional questions or concerns, they may simply contact us at[redacted]
Sincerely,
Jerome's Furniture
Dear [redacted]
We appreciate the additional information provided. All of our deliveries are made by a 3rd party company and unfortunately are not delivered directly through Jerome's.
All property damage claims have to process through [redacted], which is the delivery company.
We apologize or the delay in response from [redacted]
Should you need further assistance with your order, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
In regards to this
claim, I spoke with the consumer the day after this claim was filed.
The delivery fee of
$89.99 was waived due to the...
discrepancies and a timeframe was accommodated for
delivery.
Unfortunately we cannot
comply with the consumers request for 50% off his invoice.
As a good faith gesture,
I will extend free delivery on his next purchase (up to an $89.99 value).
A notation has been
placed on the consumers account with the above offer and has no expiration
date.
Should the consumer have
any additional questions or concerns, we can be contacted 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.
It appears that Jerome’s has a delay period in responding to Revdex.com Claim.
I sent [redacted] an email on 12 February, 2016 for which a response has yet to be received as of 28 February 2016. In summary I communicated my awareness of Jerome’s warranty on the back of the sales receipt but also noted that this is not the only warranty protection I have available. I communicated that their own [redacted] City Attorney’s Office has a very informative newsletter on warranty rights under state law and again requested that they reconsider my request for refund or replacement in light of this information and I hope they will respond favorably. I also attached a copy of the City Attorney’s Office newsletter to the email with my request.
Regards, [redacted]
Dear Mr. [redacted], Thank you for providing us with additional information.We apologize again, however, all of our sales are final.Our return guidelines are stated on the back of our sales receipt as well as on our website.We understand your frustration, however we are unable to offer the refund which you are seeking.Should you need further 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We have stopped in the Jerome's showroom twice and there are no replacement dining sets that meet our needs. We selected what we purchased based on space, style and color to fit our dining room. We have been looking off and on for a counter height dining set for many years and thought we finally found the right one. As stated in our initial complaint, if repair is not possible, we expect a full refund of $752.87. We find it absurd that the Oops protection is not a viable option to have the table repaired. It's not rocket science - it's just a broken leaf support that any furniture repair company could make. Jerome's states that the protection is through a third party, yet Jerome's is the only contact number on the information.Upon further review of the Revdex.com website, it's quite evident Jerome's has a serious customer service problem - they have 276 complaints to your site in the past 3 years, and 136 in the past 12 months - by far the leader among similar companies. According to your site, of 13 comparable businesses, the 12 others have 25 or fewer complaints in the past 3 years, and Jerome's has nearly 300. Your rating system must be flawed to still qualify Jerome's with an A+ rating.We hope Jerome's understands that if they sell defective merchandise that they can't fix, they are obligated to refund our money. We have no interest in a store credit or replacement set.
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.Regards,[redacted] I believe five months is an unacceptable amount of time to wait for a repair from something that was delivered broken. Thank you.
The customer was called and a message was left for the customer to call us back.
This item was discounted over $800 from the original retail price since it was sold as-is as a floor model.
Since this is a floor model and it was discounted at such a large amount, there is no warranty directly...
through Jerome's.
I did notify the consumer of this information in the voicemail and asked the consumer to contact me directly to see if there were any one-time courtesy repairs as a best effort basis which could be offered.
Should you have any additional questions, please do not hesitate to contact us at ([redacted]
Sincerely,
Jerome's Furniture
In regards to this claim the consumer was contacted and a message was left for a return call.After review of the consumers account, the chair in question was dropped off at the original store of purchase.A new chair was written up as of October 12, 2017 and is available to be scheduled for...
delivery.We can gladly schedule this chair for delivery. Should the consumer wish to schedule delivery our delivery department can be reached at (866) 633-4094.The message did provide a phone # for the consumer to reach a representative in the call center for additional information as well.Sincerely,Jerome's Furniture
In regards to this claim the consumer was in contact with us directly.
The consumer’s order, which included a dinning set, was delivered yesterday, April 21, 2015.
If the consumer should need further assistance, please do not hesitate to contact Customer Care at ([redacted]
Sincerely,
[redacted]...
[redacted]
Customer Care Manager
At the time of purchase the sales person told us the warranty is 20 years. We weren't provided with any other warranty information except the one on the back of the order slip that I attached. The web listing for the mattress also listed it as 20 years but the listing is no longer available since it has been 5 years since the purchase. When we called to complaint Jerome did acknowledge that the mattress is still under warranty.
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.
Over the last several weeks, I have tried to contact Jerome's corporate office but have been unsuccessful. Jerome's has continued to lie about our account and not having any further correspondence after 9/13/15. I have spoken with [redacted] from the [redacted] store on 10/7/15, but we were unable to come up with a resolution. I submitted him a copy of the letter that was originally sent to customer care on 9/13/15. A message was left for [redacted] from the corporate office but as of today (1 week) no attempt to contact me has happened from her. We have been told by numerous people on their management team that we would be provided credits besides the delivery charge but none of that has been credited to the account. I submitted to Jerome's a two page detailed explanation of the events that unfolded over the course of one week (see attached file). There has been no attempt by anyone from the company to acknowledge wrongdoing or to place those additional credits back on our account. The offer that Jerome's submitted is a lazy attempt to correct one mistake. However, our situation has five separate mistakes. I respectfully ask you to read the letter provided and decide if a $100.00 coupon should correct these issues.
Regards,
[redacted]
In regards to this complaint, we confirmed with our accounting department the refund check in the amount of $100 was mailed out May 1, 2015 to the address which was provided to the Revdex.com.
Unfortunately the store is unable to issue cash refund, since all cash payments are only...
applicable for refund via corporate check.
Please contact us if you still have not received the check and I can put a stop payment on the check immediately and have a new check issued.
We can be reached at [redacted]
Sincerely,
[redacted]
Customer Care Manager
Dear Mrs. [redacted], We appreciate you reaching out to us and apologize for any inconvenience which has occurred.At the time of purchase, your merchandise came with two warranties. The first warranty is directly through Jerome’s and guarantees your merchandise to be free of structural...
defects which are reported within the first year.The second warranty, which you opted to purchase, is the OOPS 5 year protection plan through a company called Guardian.This warranty covers an array of one-time accidental stains and damages including pet and human bodily fluid.The Guardian policy will clean the stain, if it’s covered under their policy; however removal of smell is not guaranteed.We understand your frustration however; we are unable to comply with your request for reselection on the merchandise.The damage which is being reported would not have been covered under our warranty, even if it was reported within the first year, which expired on November 24, 2016.As a good faith gesture, we can offer to refund the OOPS policy at a prorated increment in the amount of $190.21.Should you wish to take advantage of the above offer, please feel free to contact us at (866) 633-4094. The above offer will expire on October 15, 2017.Sincerely,Jerome’s Furniture
Dear [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 2 warranties.
The first warranty was directly through Jerome's. Our warranty...
guarantees your merchandise to be free of manufacturing defects which are reported within the 1st year from the original delivery date.
The one year warranty on your merchandise expired on October 27, 2012.
The 2nd warranty, which you opted to purchase, is a 5 year warranty through a company called [redacted]. This warranty covers an array of one-time accidental stains and damages which occur in the residence.
Unfortunately the issue which was reported in regards to the seams would not be covered by [redacted] since it occurred over a period of time and not from a one-time incident.
We do understand your frustration however you are currently 3-1/2 years out of our warranty to be able to report manufacturing defects.
As a good faith gesture we can gladly provide free delivery on your next purchase (a value up to $89.99).
The above offer does not have an expiration date; you will simply need to provide the phone # on the account for the credit to be applied on your next purchase.
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 reaching out to us. We apologize for any miscommunication or 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...
any manufacturing defects for one year from the original delivery or pick-up date. Our warranty is for parts and repairs.
After review of your account, the current service for the loveseat is the only issue which has been reported to us for this particular item.
We understand your frustration, however, a repair has never been attempted on this particular loveseat.
We will try to expedite the parts as quickly as possible. If in the future there continues to be an ongoing issue we can certainly see if there would be an alternative option to repairs at that time.
Once your parts have been received we will contact you to schedule a technician appointment for the parts to be installed.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture