ITC Delta Com Communications inc

Good morning,
[redacted] spoke to a managers on 10/12 and she agreed to wait 3 weeks and sleep on the mattress, [redacted] mentioned she would contact Jerome's if the mattress still has issues after the three weeks, customer also mentioned that she hasn't slept on the mattress in order for the mattress to soften out the mattress needs to be slept on and with use the mattress will soften out. If the customer is still having issues with the mattress we did inform the customer we would provide options to [redacted].
If you have any further questions you may simply contact Jerome's at [redacted]
Thank you!

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

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

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]

We do understand the consumer’s
frustration and apologize for any inconvenience which has occurred.
Unfortunately, all
refund requests for the warranty have to go directly through [redacted] since
the warranty period has exceeded 30 days from the initial purchase.  We
are unable to...

process any type of policy requests for the [redacted] warranty.
Please feel free to
contact them directly to process the request for cancellation of the remaining
policy.
Should you have any
additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture

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

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.

Thank you for providing
us additional information.
 
We understand your
frustration, however, the warranty with all mattresses  is directly
through the manufacturer.
 
We can recommend that if
you wish to add additional padding to the mattress a mattress pad or topper can
be purchased at most local retailers.  Jerome's does not currently sell
mattress pads only mattress protectors.  We unfortunately cannot comply
with your request for padding to be provided.
 
The offer for the
re-inspection after February 27, 2017 is still available, if you wish for a 2nd
opinion on the mattress to see if there is a manufacturing defect.
 
Should you have any
additional questions or concerns, please do not hesitate to contact us at (866)
633-4094.
 
 
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

Dear [redacted]We appreciate the additional information which has been provided.We are currently reviewing your order to see if any alternative options can be provided.A Customer Care Representative will be in contact with you by Monday December 28, 2015.Should you have any questions or concerns in the meantime, please do not hesitate to contact us at [redacted] Sincerely,Jerome's Furniture

In regards to this claim, the pricing for the adjustable bases with the mattresses vary based upon the features of the adjustable base.
The consumer did not provide any specific information in the claim as to what specific item they were looking at on the website.
Information has been sent to...

the San Diego location to have a sales manager contact her for additional information to see if we are able to assist further.
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]
Again [redacted] has told us to go thru Jerones this is passing the buck why did we pay for a warranty when no one wants to take the responsibility in the meantime we have to sleep on a defaulty mattress this is crazy

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, if in fact all the issues had been resolved to the fullest.  I am still waiting for missing parts for my queen size bedroom set and also the fireplace/console recently purchased.   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, our office has been trying to reach the consumer for a month to have the parts installed.
 
We also called again today and the Daytime phone # the customer provided was the only valid phone #.  A message was left on this number for the consumer to contact us to...

have the parts installed.
 
We are unable to comply with their request for replacement; however, we have all the necessary parts for the repair to be completed.
 
An e-mail was also sent to the customer for a reply.
 
To schedule the appointment, the consumer would simply need to contact us at[redacted]
 
The consumer’s service reference # is [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.What do you consider "over a period of time?" We made the claim at 11 months after the delivery date. The "one time" repair was never explained either. We were told no matter how many times. Maybe some retraining of your salesmen is needed. For Jerome's to continue to keep [redacted] as their third party warranty company is bad for business. Just look them up on the Revdex.com. We will never refer any military families to buy from Jerome's.
 Like I said before we have had other leather furniture, not from Jerome's, since 2005 that has not peeled yet. Over 11 years I would expect the "wear and tear"  not 11 months. Your business practices are malicious and predatory! And the continental United States is 48 states not 50!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 spoke with the customer service manager, [redacted] at the [redacted] store on 9/5/16. First of all, she offered a $50 gift card for the inconvience, not $25.
Secondly, I feel that the store needs to post throughout the store, as well, at the customer service desk, that ALL SALES ARE FINAL and not just in tiny print on the back of the invoice. Especially since all the employees there don't offer that information at all. I'm sure that people spending thousands of dollars at a store would like to know that information at the time of, or prior to, such a 
Regards,[redacted]

For this claim the consumer was contacted directly and a message was left at the phone # listed on the claim.
We have offered the consumer an exchange on the loveseat in the residence.
The consumer will need to contact us to schedule a delivery date.
Please let us know if you needed any...

additional information.
Thank you,
Jerome's Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
]
Regards,
[redacted]
There was no direct email to me from jeromes, I have enclosed picture of the problem and note I paid for the 5 year warranty, my complaint started before 3 years.

Hello, I have attached the bank statement as well as the returned check. Please let me know if the files cannot be downloaded or were not received. I have not had anyone say my emails with files have not gone through, but just in case I am on another computer. As you can see on the bank statement, all the transactions are highlighted in blue. Starting June 8th when I deposited the check, and then the returned check fee of $19.00 and the six overdraft fees of $36.00 each for a total of $235.00. I will now directly email the bank statement to [redacted] at Jerome's Furniture. Thank you, [redacted]

Good morning!
I spoke to the customer and we both came to an agreement, customer is aware to call me back if any further issues.
Thanks!