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 a warranty directly through Jerome's. This warranty covers any manufacturing defects which are reported within...
the 1st year from the original delivery date.
The one year warranty expired on July 8, 2014.
The offer of the gift certificates was solely based upon a good faith gesture. We initially would only offer gift certificates on bonded leather and not 100% leather seating.
The gift certificates were mailed on March 18, 2016 and are valid for one year from the issuance date.
Unfortunately we are unable to comply with your request for refund in lieu of the gift certificates.
Should you have any additional questions or concerns, please do not hesitate to contact us at ([redacted]
In regards to this claim, the consumer is aware we are working with our finance department to ensure the $89.99 is processed back to her finance account.
We honored the 10% off the wardrobe chest and the $39.99 is in the process of being refunded to her finance account.
The consumer is aware...
we will contact her back within 72 hours as soon as we have additional information from our finance department.
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
appreciate you taking time out of your day to contact us in regards to the
sectional which was delivered on August 3, 2017. We apologize for any inconvenience which...
has
occurred.
After review of your account, the discrepancy which you
noticed in the fabric was not reported to us until August 20, 2017.
The sectional in your residence was confirmed to be the
correct item based upon the various pictures which you provided. To further assist you the below options have
been provided:
1)
The sectional can be picked up for a refund with
a restocking fee. Initially half a delivery
fee was going to be associate with this option, however, we will wait the
additional fee for pick-up.
2)
You can reselect to another item. You would have initial credit for what you
paid for this sectional to put toward another item. The merchandise in your residence would be
picked up at the same time of the new delivery.
This option is for equal or greater value.
Both options will be available until September 8, 2017.
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.
Thank you for reaching out to us; we apologize for any inconvenience which has occurred.
After review of your account, the technician visited your home on October 10, 2015.
At the time of the inspection, the...
technician confirmed that the frame did need to be replaced and a part order was arranged through the vendor.
All of our parts are estimated to be received within 10-12 weeks, however, this time can change since most of our parts are shipped from overseas.
We apologize once again for any inconvenience. We are currently in contact with the vendor for a better estimated time of arrival for your part to be received.
A Customer Care Representative will contact you within the next 72 hours.
Should you have any additional questions or concerns, please do not hesitate to contact us at ([redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
HI I am [redacted] I missed the respond from my other email know body from jerome's furniture warehouse or their third party try too let know me what happy on fix my wood floor the following day after they deliver my sofa I call them and told that my floor was damage from the delivery I was told that someone will call me 24 to 48 hour that didn't happen so had go back to store and talk manager his name is [redacted] and show picture of my damage floor he tool some of my picture from my cellphone he the one that told me that I would get a call back 24 to 48 that I did not received so go back again and talk so he call delivery manager look I send picture on 05/29/2015 to email address [redacted] i send her picture and [redacted] is her name I call three day later and ask did she look picture she said yes I said to her can see scratch in the floor she said yes but talk to her I wasting my time I don't think she have the experience to know what talking on that floor the reason I said that I think her is getting delivery out to people I don't think that never ever talk to someone from the insurance company I attach letter TO WHO IT MAY CONCERN DOCK AT THE TOP LOOK AT IT thank you
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 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]
For this claim, we are currently in contact with the warranty holder of the mattress protector which the customer purchased.A customer care representative will be contact the consumer directly within the next 48 hours to assist in resolving the claim.Should the consumer need immediate assistance, we...
can be reached at (866) 633-4094. We are open daily from 6:00-12:00 am.Sincerely,Jerome's Furniture
In regards to this claim, the consumer contacted our Customer Care Department via e-mail.The sofa sleeper in question has been discontinued by the manufacturer and unfortunately we cannot provide this product to the consumer. The refund for this item was already refunded to the consumer.At...
this time, this sleeper is no longer available and will no longer be sold through Jerome's.We have offered the consumer 10% off a future purchase for the inconvenience. This offer is still valid and currently has no expiration date.The order has been notated with this information.Should the consumer need further assistance, they can simply contact us at [redacted]Sincerely,Jerome's Furniture
I called and spoke with the customer. She was given the option to reselect with a new delivery fee being charge and a restocking fee.
We confirmed the mattress was written up correctly and this is the mattress which was signed off on at the time of purchase.
Customer is aware the offer for reselection is valid for 1 week and will expire on Saturday 11/19/16.
Sincerely,
[redacted]
Night Delivery & Tech Support 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.
Regards,
[redacted]
First thing first I agree that Jeromes did in fact credit my delivery charge of 89.99. As for the damage they are 100% responsible for the delivery company that they hire to deliver for them so I would like to keep this complaint active until in fact all damage is taken care of by Jerome's who I hold responsible for the third party that they employ to deliver the goods they sell and thank you for your time [redacted]
One of our Customer Care
Managers, [redacted], was in contact with this consumer last week. As of
now the information was sent to [redacted] and [redacted] is conducting an
investigation.
[redacted] has notified
us that they will be in direct contact with the consumer. At this time we
are unable to process anything further until [redacted] has conducted their own
investigation.
The consumer also
advised he filed the dispute with [redacted] the week of Thanksgiving.
As of now the filing
will have to proceed with [redacted] directly.
If the consumer has any
additional questions, until [redacted] contacts us, he may contact us at [redacted]
Sincerely,
Jerome's Furniture
Dear [redacted]
We would like to apologize for the inconvenience which has occurred in regards to your order.
The information you have provided is currently being reviewed with our delivery...
management.
The delivery fee in the amount of $169.99 is currently being processed onto your [redacted] finance account. An additional $100 for the inconvenience will also be refunded.
Finance refunds can take up to 2 billing cycles to show on your bill.
Please feel free to contact us directly at [redacted] should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
This consumer contacted us directly and ended up reselect to another set.
Merchandise was already delivered on May 11, 2015.
Should the consumer need additional assistance, they may simply contact us at [redacted]
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted]
Thank you for contacting us. I apologize for any inconvenience which has occurred.
After review of your account, the lift chair was picked up on November 14, 2012.
At the time of purchase, your...
merchandise came with a warranty directly through Jerome's. This warranty guarantees your merchandise to be free of manufacturing defects which are reported to us within the 1st year from the original pick-up date.
The one year warranty on the lift chair expired on November 14, 2013.
I do understand your concern; however, we are unable to comply with your request for repair. As a good faith gesture, we can gladly offer you 50% of the original retail cost of the lift chair in gift certificates.
The gift certificates would be in the amount of $225 and are valid for one year from the issuance date. These certificates can be redeemed at any one of our 11 showroom locations.
You should receive the gift certificates within the next 7-10 business days at the address you have provided in your claim.
Should you need further assistance, please feel free to contact us at [redacted]
Sincerely,
In regards to this claim, one of our Customer Care managers is working directly with this customer for a resolution to the claim. Should the customer have any additional questions or concerns, please feel free 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.
From: Ale[redacted]Date: Thu, Jul 28, 2016 at 8:13 AMSubject: Complaint # [redacted] against Jerome's FurnitureTo: [redacted]Cc: [redacted]
Hello,
My complaint, captioned above, was closed because Jerome's Furniture contacted me and offered to send me four new wheels. I haven't heard a word from them since! What can I do now. Please advise.
Thank you for reaching out to us. We apologize for the inconvenience which you have incurred.
We have contacted our 3rd party delivery company, [redacted], and a member of their management team will be in...
contact with you within 48 hours to discuss the property damage which occurred.
We understand your frustration, however, the claim has to be processed through [redacted]
In regards to the box spring, after review your account one of our technicians visited your residence on December 28, 2015 and the box spring was repaired.
Please do not hesitate to contact us at[redacted] if there is still a discrepancy with the box spring in question.
Management from [redacted] will be in contact with you directly within 48 hours.
If you should have any additional questions or concerns, please feel free to contact us at the number listed above.
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.Hi my name is [redacted] case number [redacted], I did get your last email and I sent you one back but I guess you did not get it. This case has not be taken care of, I did talk to this lady that called me last sat at8:30at night to tell me that I had to go after the company that made the mattress.
I let her know what the sales person told me the day I bought the mattress and the prove I have from the contract in front of me what it says. She told me that I did not buy a frame for the mattress and on the contract it says in capital letters that I DID NOT NEED A FRAME! She told me thats why it sagged in the middle because of the frame. I told her she was wrong because the mattress sagged on the edge not the middle.
Number 2,I was told I had to buy a $ 85.00 mattress cover for it from Jeromes and I could not buy it from [redacted] at $20.00 so I did. If the sales person told me I had to buy a frame I would of bought it but she told me I didnt need it! I know Jeromes is trying to find a way not to pay me back or to take care of this matter.I dont have $518.00 to throw away and thats alot of money and I did everything I could to trust Jeromes to get a good deal and now I am being treated like this?
I am under a doctors care for a bad back and now I cannot even have a good nights rest because of the mattress going bad. I bought this mattress back in January and it started sagging a few months ago so it only lasted 7 months? Its too bad to put trust in a company like Jeromes to only find out everything they told me to sell me the mattress was not true. Hope to hear from you so I can talk to you on the phone instead of sending emails, Thank you [redacted]
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 a warranty directly through Jerome's. This warranty covers any manufacturing defects which are reported within...
the 1st year from the original delivery date.
The one year warranty expired on July 8, 2014.
The offer of the gift certificates was solely based upon a good faith gesture. We initially would only offer gift certificates on bonded leather and not 100% leather seating.
The gift certificates were mailed on March 18, 2016 and are valid for one year from the issuance date.
Unfortunately we are unable to comply with your request for refund in lieu of the gift certificates.
Should you have any additional questions or concerns, please do not hesitate to contact us at ([redacted]
Sincerely,
Jerome's Furniture
In regards to this claim, the consumer is aware we are working with our finance department to ensure the $89.99 is processed back to her finance account.
We honored the 10% off the wardrobe chest and the $39.99 is in the process of being refunded to her finance account.
The consumer is aware...
we will contact her back within 72 hours as soon as we have additional information from our finance department.
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]
Dear Mr. [redacted],
We
appreciate you taking time out of your day to contact us in regards to the
sectional which was delivered on August 3, 2017. We apologize for any inconvenience which...
has
occurred.
After review of your account, the discrepancy which you
noticed in the fabric was not reported to us until August 20, 2017.
The sectional in your residence was confirmed to be the
correct item based upon the various pictures which you provided. To further assist you the below options have
been provided:
1)
The sectional can be picked up for a refund with
a restocking fee. Initially half a delivery
fee was going to be associate with this option, however, we will wait the
additional fee for pick-up.
2)
You can reselect to another item. You would have initial credit for what you
paid for this sectional to put toward another item. The merchandise in your residence would be
picked up at the same time of the new delivery.
This option is for equal or greater value.
Both options will be available until September 8, 2017.
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 [redacted]
Thank you for reaching out to us; we apologize for any inconvenience which has occurred.
After review of your account, the technician visited your home on October 10, 2015.
At the time of the inspection, the...
technician confirmed that the frame did need to be replaced and a part order was arranged through the vendor.
All of our parts are estimated to be received within 10-12 weeks, however, this time can change since most of our parts are shipped from overseas.
We apologize once again for any inconvenience. We are currently in contact with the vendor for a better estimated time of arrival for your part to be received.
A Customer Care Representative will contact you within the next 72 hours.
Should you have any additional questions or concerns, please do not hesitate to contact us at ([redacted]
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
HI I am [redacted] I missed the respond from my other email know body from jerome's furniture warehouse or their third party try too let know me what happy on fix my wood floor the following day after they deliver my sofa I call them and told that my floor was damage from the delivery I was told that someone will call me 24 to 48 hour that didn't happen so had go back to store and talk manager his name is [redacted] and show picture of my damage floor he tool some of my picture from my cellphone he the one that told me that I would get a call back 24 to 48 that I did not received so go back again and talk so he call delivery manager look I send picture on 05/29/2015 to email address [redacted] i send her picture and [redacted] is her name I call three day later and ask did she look picture she said yes I said to her can see scratch in the floor she said yes but talk to her I wasting my time I don't think she have the experience to know what talking on that floor the reason I said that I think her is getting delivery out to people I don't think that never ever talk to someone from the insurance company I attach letter TO WHO IT MAY CONCERN DOCK AT THE TOP LOOK AT IT thank you
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 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]
For this claim, we are currently in contact with the warranty holder of the mattress protector which the customer purchased.A customer care representative will be contact the consumer directly within the next 48 hours to assist in resolving the claim.Should the consumer need immediate assistance, we...
can be reached at (866) 633-4094. We are open daily from 6:00-12:00 am.Sincerely,Jerome's Furniture
In regards to this claim, the consumer contacted our Customer Care Department via e-mail.The sofa sleeper in question has been discontinued by the manufacturer and unfortunately we cannot provide this product to the consumer. The refund for this item was already refunded to the consumer.At...
this time, this sleeper is no longer available and will no longer be sold through Jerome's.We have offered the consumer 10% off a future purchase for the inconvenience. This offer is still valid and currently has no expiration date.The order has been notated with this information.Should the consumer need further assistance, they can simply contact us at [redacted]Sincerely,Jerome's Furniture
I called and spoke with the customer. She was given the option to reselect with a new delivery fee being charge and a restocking fee.
We confirmed the mattress was written up correctly and this is the mattress which was signed off on at the time of purchase.
Customer is aware the offer for reselection is valid for 1 week and will expire on Saturday 11/19/16.
Sincerely,
[redacted]
Night Delivery & Tech Support 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.
Regards,
[redacted]
First thing first I agree that Jeromes did in fact credit my delivery charge of 89.99. As for the damage they are 100% responsible for the delivery company that they hire to deliver for them so I would like to keep this complaint active until in fact all damage is taken care of by Jerome's who I hold responsible for the third party that they employ to deliver the goods they sell and thank you for your time [redacted]
One of our Customer Care
Managers, [redacted], was in contact with this consumer last week. As of
now the information was sent to [redacted] and [redacted] is conducting an
investigation.
[redacted] has notified
us that they will be in direct contact with the consumer. At this time we
are unable to process anything further until [redacted] has conducted their own
investigation.
The consumer also
advised he filed the dispute with [redacted] the week of Thanksgiving.
As of now the filing
will have to proceed with [redacted] directly.
If the consumer has any
additional questions, until [redacted] contacts us, he may contact us at [redacted]
Sincerely,
Jerome's Furniture
Dear [redacted]
We would like to apologize for the inconvenience which has occurred in regards to your order.
The information you have provided is currently being reviewed with our delivery...
management.
The delivery fee in the amount of $169.99 is currently being processed onto your [redacted] finance account. An additional $100 for the inconvenience will also be refunded.
Finance refunds can take up to 2 billing cycles to show on your bill.
Please feel free to contact us directly at [redacted] should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
This consumer contacted us directly and ended up reselect to another set.
Merchandise was already delivered on May 11, 2015.
Should the consumer need additional assistance, they may simply contact us at [redacted]
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted]
Thank you for contacting us. I apologize for any inconvenience which has occurred.
After review of your account, the lift chair was picked up on November 14, 2012.
At the time of purchase, your...
merchandise came with a warranty directly through Jerome's. This warranty guarantees your merchandise to be free of manufacturing defects which are reported to us within the 1st year from the original pick-up date.
The one year warranty on the lift chair expired on November 14, 2013.
I do understand your concern; however, we are unable to comply with your request for repair. As a good faith gesture, we can gladly offer you 50% of the original retail cost of the lift chair in gift certificates.
The gift certificates would be in the amount of $225 and are valid for one year from the issuance date. These certificates can be redeemed at any one of our 11 showroom locations.
You should receive the gift certificates within the next 7-10 business days at the address you have provided in your claim.
Should you need further assistance, please feel free to contact us at [redacted]
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, one of our Customer Care managers is working directly with this customer for a resolution to the claim. Should the customer have any additional questions or concerns, please feel free 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.
From: Ale[redacted]Date: Thu, Jul 28, 2016 at 8:13 AMSubject: Complaint # [redacted] against Jerome's FurnitureTo: [redacted]Cc: [redacted]
Hello,
My complaint, captioned above, was closed because Jerome's Furniture contacted me and offered to send me four new wheels. I haven't heard a word from them since! What can I do now. Please advise.
Regards,
[redacted]
Dear [redacted]
Thank you for reaching out to us. We apologize for the inconvenience which you have incurred.
We have contacted our 3rd party delivery company, [redacted], and a member of their management team will be in...
contact with you within 48 hours to discuss the property damage which occurred.
We understand your frustration, however, the claim has to be processed through [redacted]
In regards to the box spring, after review your account one of our technicians visited your residence on December 28, 2015 and the box spring was repaired.
Please do not hesitate to contact us at[redacted] if there is still a discrepancy with the box spring in question.
Management from [redacted] will be in contact with you directly within 48 hours.
If you should have any additional questions or concerns, please feel free to contact us at the number listed above.
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.Hi my name is [redacted] case number [redacted], I did get your last email and I sent you one back but I guess you did not get it. This case has not be taken care of, I did talk to this lady that called me last sat at8:30at night to tell me that I had to go after the company that made the mattress.
I let her know what the sales person told me the day I bought the mattress and the prove I have from the contract in front of me what it says. She told me that I did not buy a frame for the mattress and on the contract it says in capital letters that I DID NOT NEED A FRAME! She told me thats why it sagged in the middle because of the frame. I told her she was wrong because the mattress sagged on the edge not the middle.
Number 2,I was told I had to buy a $ 85.00 mattress cover for it from Jeromes and I could not buy it from [redacted] at $20.00 so I did. If the sales person told me I had to buy a frame I would of bought it but she told me I didnt need it! I know Jeromes is trying to find a way not to pay me back or to take care of this matter.I dont have $518.00 to throw away and thats alot of money and I did everything I could to trust Jeromes to get a good deal and now I am being treated like this?
I am under a doctors care for a bad back and now I cannot even have a good nights rest because of the mattress going bad. I bought this mattress back in January and it started sagging a few months ago so it only lasted 7 months? Its too bad to put trust in a company like Jeromes to only find out everything they told me to sell me the mattress was not true. Hope to hear from you so I can talk to you on the phone instead of sending emails, Thank you [redacted]