reselect for a whole new couch not just the sofa.
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]
Thank you for providing us the additional information. The
response was provided to the Revdex.com November 2, 2015; however
it can take up to 2 weeks for you to receive the actual gift certificates in
the mail.
They are scheduled to be
issued this week and you should receive the beginning of next week.
Please feel free to
contact us should you have any additional questions or concerns.
Good morning,
One of our managers has been trying to contact the customer since Saturday 10/15, we are just waiting for the customer to contact Jerome's.
Thanks!
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. The technician showed up at my house but did not bring the new cushion because he was not told anything about the repair. Therefore, the repair to the chair has not been completed.
Regards, [redacted]
[redacted]
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]
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]
In regards to this complaint the consumer has confirmed receipt of the part required.Should the consumer need further assistance or have any additional questions or concerns, please feel free to contact us directly 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.
Although Jerome's uses a 3rd party company to move their furniture they are still wearing and representing Jerome's in the fullest nature and intent. As for the response Jerome's gave for the mattress tags, they are made and engineered to be hard to remove because of Federal law and possibility of voiding any warranties to their clients. The second part of my desired outcome was for Jerome's to acknowledge that they delivered a mattress without the tag which is against Federal law (Title 15 Ch 2 SubCh V Sec 70c). Lastly the issue of false advertisement was not addressed in the response from Jerome's Furniture. The compensation I received was for the inconvenience and inconvenience only of receiving the wrong mattress, it does not include the misrepresentation of their bed frame at the store and what product was delivered.
Respectfully,
[redacted]
The complaint was resolved directly with the consumer with our showroom location.Should the consumer have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094.Sincerely,Jerome's Furniture
We appreciate you taking time out of your day
to reach out to us....
We are sorry to hear of the issue which has occurred.
At the time of delivery
or pick-up all of our orders are a final sale; refunds are not offered.
The San Marcos location
where you made your purchase is a member of our Love it! guarantee. This
allows customers the option to select new merchandise within 30 days of the
original purchase, under certain contingencies.
This program is for
reselection only and does not offer a refund.
The information in
regards to refunds on the back of our sales receipt is for orders that have not
been delivered/picked-up.
We can gladly extend
this offer to you with a new delivery fee. Please feel free to contact
the original store of purchase for additional details on this program.
If you believe there is
a defect with your set, our merchandise comes with a one year warranty which
guarantees your merchandise to be free of manufacturing defects.
Our warranty is for
parts and repairs. Should you wish to schedule a technician appointment
or to contact the San Marcos location, simply contact us at (866) 633-4094.
The San Marcos location
is open Monday through Saturday 10:00 am to 9:00 pm and on Sunday 10:00 am to
8:00 pm. Our customer care department is open daily from 6:00-12:00 am.
In regards to this complaint, we contacted and left a message for the customer directly to discuss the option available.
Please have the consumer contact us back at [redacted]
Dear [redacted]
Thank you for reaching out to us. We would
like to apologize for the inconvenience which you have incurred on your recent
purchase.
After review of your
account, our records indicate your delivery was indeed completed on December...
5,
2015.
The refunds which were
mentioned in your claim have also been processed back onto your original method
of payment.
We apologize once again
for the inconvenience. Should you need further assistance or have any
additional questions or concerns, please do not hesitate to contact us at [redacted]
Dear Mrs. [redacted], Thank you for reaching out to us. We apologize for any inconvenience which has occurred.The Guardian OOPS protection plan does indeed cover mechanisms, however, they are covered once the warranty through the manufacturer...
expires. The manufacturer warranty covers any manufacturing defects reported within the first year from the original delivery date.After review of your account, the mechanism is on order through the manufacturer. The part is being shipped from overseas, which can take several months to receive.We have contacted the vendor to expedite your part as quickly as possible.As soon as your part has been received we will contact you to schedule a technician appointment to have the part installed.Please do not hesitate to contact us at (866) 633-4094 should you have any additional questions or concerns. Our service department is open daily from 6:00 am to 9:00 pm.Sincerely,Jerome's Furniture
We are currently working directly with the consumer. Our finance department is in contact with [redacted].The consumer is aware we will be contacting her back by Saturday will the information requested.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 ordered two sofas and a loveseat in November 2015. The pieces were delivered in January 2016. Each of the sofas was defective and repair parts were not available so replacements were ordered in May 2016.
The replacement sofas were delivered today, July 29, so they beat their delivery estimate by two days. However, the devil is in the details and therein lie further problems.
The replacement sofas do not match the existing loveseat that was not defective and was part of the original three-piece set. Not only is the leather on the replacements a different color, but the original pieces had a contrasting tan stitching (the stitching is prominently displayed) while the replacements have a dark-colored stitching that matches rather than contrasts the leather. Obviously, upholstered leather furniture of the same style that is sitting in close proximity in the same room should match color and stitching.
To their credit, the Jerome’s delivery people took pictures and immediately contacted their Customer Service department. I also spoke to the Customer Service person who told me another set of replacement sofas in the correct color and stitching would immediately be ordered.
I don't think I should have to wait another 11 weeks for the correct ones.
Regards,[redacted]
Dear [redacted],
Thank you for reaching out to us and we
apologize for any miscommunication in the showroom.
We do understand your frustration;
however, we are unable to comply with your request for a sectional at the price
of the clearance item you saw in the showroom.
The tags as...
well as some
displays, unfortunately, can be moved by other consumers throughout the
showroom, which is not at the discretion of the store management.
As a good faith gesture
we can extend free delivery to you on a future purchase with us, up to an
$89.99 value. This offer is only valid on new stock and is not applicable
on clearance or floor merchandise.
The offer has no
expiration date.
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 has occurred.
Our lead technician, [redacted], inspected the dresser in your daughter's residence on December 3, 2015. The damage to the dresser...
included a large area on the bottom right side trim which was missing, possibly trauma which occurred to the right side panel as well as a large crack on the right side top trim, which appears to be roughly 2-3" in length.
The dresser in question was delivered on July 14, 2015.
We understand your frustration, however, the damages which are currently on the dresser would not be considered manufacturing defects. The pictures which the technician took during his visit are attached to the response as well.
Our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date. It is at Jerome's sole discretion to determine what will be covered as a manufacturing defect; all cracks have to reported within 5 days from the original delivery date, since cracking is not considered a manufacturing defect.
The extended 5 year warranty, which you opted to purchase, does cover an array of one-time accidental stains and damages. [redacted] does allow a 30 day grace period for damages to be reported.
Unfortunately we are unable to comply with your request for replacement on the dresser in question.
Should you have any additional questions or concerns, please do not hesitate to contact us at ([redacted]
Sincerely,
Jerome's Furniture
Hello,
I spoke with the customer today and gave customer two options either we can exchange the item for the same one or customer can go back to the store and pick out something different and will give customer 10% discount and will still honor the one year warranty, the customer will call...
back to inform us of what customer would like to do.
Thanks!
Dear Mrs. [redacted], Thank you for reaching out to us.Our technician visited your residence and made the following report to our office. The backrest of the loveseat has multiple puncture holes which occurred from a fork. The top portion of the backrest of the loveseat also has damaged from when the backrest hits the table.Unfortunately these incidents would not be covered under Jerome's warranty (Our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date. Your one year warranty expired on April 24, 2016). The OOPS protection plan would also not cover the reported damages since there was an accumulation of damages.We understand your frustration and would like to assist as best as possible, outside of our warranty. We were able to acquire a cost of parts from the manufacturer, should you wish to replace the backrest of the loveseat. The total cost of this part is $130 from the manufacturer, this includes all shipping costs as well.If you wish for one of our technicians to install the part in your residence the cost of labor is $55 per hour. The allotted time to install this part would be approximately 2 hours for a total of $100 for labor. As a good faith gesture we can reduce the amount of labor and charge one hour, in the amount of $55.Should you wish to proceed with the part, please contact us at (866) 633-4094 and we can gladly discuss this information.Our service department is open daily from 6:00 am to 7:00 pm.Sincerely,Jerome's Furniture
Revdex.com:
It is for a...
reselect for a whole new couch not just the sofa.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear [redacted]
Thank you for providing us the additional information. The
response was provided to the Revdex.com November 2, 2015; however
it can take up to 2 weeks for you to receive the actual gift certificates in
the mail.
They are scheduled to be
issued this week and you should receive the beginning of next week.
Please feel free to
contact us should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
Good morning,
One of our managers has been trying to contact the customer since Saturday 10/15, we are just waiting for the customer to contact Jerome's.
Thanks!
Dear [redacted]
Thank you for reaching out to us, we would like to
apologize for the inconvenience which has occurred.
After review of your
account, the delivery was completed on the 23rd.
We assure you the
information you have provided in regards to the...
representative who assisted you
on your invoice will be further looked into.
We understand your
frustration and that your time is valuable.
For the inconvenience
which has occurred, we can gladly refund back the delivery fee of $89.99.
The refund will be
processed back onto your [redacted] account and can take up to 2 billing cycles
to reflect on your monthly billing statement.
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. The technician showed up at my house but did not bring the new cushion because he was not told anything about the repair. Therefore, the repair to the chair has not been completed.
Regards, [redacted]
[redacted]
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.
Regards,
[redacted]
In regards to this complaint the consumer has confirmed receipt of the part required.Should the consumer need further assistance or have any additional questions or concerns, please feel free to contact us directly 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.
Although Jerome's uses a 3rd party company to move their furniture they are still wearing and representing Jerome's in the fullest nature and intent. As for the response Jerome's gave for the mattress tags, they are made and engineered to be hard to remove because of Federal law and possibility of voiding any warranties to their clients. The second part of my desired outcome was for Jerome's to acknowledge that they delivered a mattress without the tag which is against Federal law (Title 15 Ch 2 SubCh V Sec 70c). Lastly the issue of false advertisement was not addressed in the response from Jerome's Furniture. The compensation I received was for the inconvenience and inconvenience only of receiving the wrong mattress, it does not include the misrepresentation of their bed frame at the store and what product was delivered.
Respectfully,
[redacted]
The complaint was resolved directly with the consumer with our showroom location.Should the consumer have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094.Sincerely,Jerome's Furniture
Dear Mr. [redacted],
We appreciate you taking time out of your day
to reach out to us....
We are sorry to hear of the issue which has occurred.
At the time of delivery
or pick-up all of our orders are a final sale; refunds are not offered.
The San Marcos location
where you made your purchase is a member of our Love it! guarantee. This
allows customers the option to select new merchandise within 30 days of the
original purchase, under certain contingencies.
This program is for
reselection only and does not offer a refund.
The information in
regards to refunds on the back of our sales receipt is for orders that have not
been delivered/picked-up.
We can gladly extend
this offer to you with a new delivery fee. Please feel free to contact
the original store of purchase for additional details on this program.
If you believe there is
a defect with your set, our merchandise comes with a one year warranty which
guarantees your merchandise to be free of manufacturing defects.
Our warranty is for
parts and repairs. Should you wish to schedule a technician appointment
or to contact the San Marcos location, simply contact us at (866) 633-4094.
The San Marcos location
is open Monday through Saturday 10:00 am to 9:00 pm and on Sunday 10:00 am to
8:00 pm. Our customer care department is open daily from 6:00-12:00 am.
Sincerely,Jerome's Furniture
In regards to this complaint, we contacted and left a message for the customer directly to discuss the option available.
Please have the consumer contact us back at [redacted]
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted]
Thank you for reaching out to us. We would
like to apologize for the inconvenience which you have incurred on your recent
purchase.
After review of your
account, our records indicate your delivery was indeed completed on December...
5,
2015.
The refunds which were
mentioned in your claim have also been processed back onto your original method
of payment.
We apologize once again
for the inconvenience. Should you need further assistance or have any
additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
Dear Mrs. [redacted], Thank you for reaching out to us. We apologize for any inconvenience which has occurred.The Guardian OOPS protection plan does indeed cover mechanisms, however, they are covered once the warranty through the manufacturer...
expires. The manufacturer warranty covers any manufacturing defects reported within the first year from the original delivery date.After review of your account, the mechanism is on order through the manufacturer. The part is being shipped from overseas, which can take several months to receive.We have contacted the vendor to expedite your part as quickly as possible.As soon as your part has been received we will contact you to schedule a technician appointment to have the part installed.Please do not hesitate to contact us at (866) 633-4094 should you have any additional questions or concerns. Our service department is open daily from 6:00 am to 9:00 pm.Sincerely,Jerome's Furniture
We are currently working directly with the consumer. Our finance department is in contact with [redacted].The consumer is aware we will be contacting her back by Saturday will the information requested.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 ordered two sofas and a loveseat in November 2015. The pieces were delivered in January 2016. Each of the sofas was defective and repair parts were not available so replacements were ordered in May 2016.
The replacement sofas were delivered today, July 29, so they beat their delivery estimate by two days. However, the devil is in the details and therein lie further problems.
The replacement sofas do not match the existing loveseat that was not defective and was part of the original three-piece set. Not only is the leather on the replacements a different color, but the original pieces had a contrasting tan stitching (the stitching is prominently displayed) while the replacements have a dark-colored stitching that matches rather than contrasts the leather. Obviously, upholstered leather furniture of the same style that is sitting in close proximity in the same room should match color and stitching.
To their credit, the Jerome’s delivery people took pictures and immediately contacted their Customer Service department. I also spoke to the Customer Service person who told me another set of replacement sofas in the correct color and stitching would immediately be ordered.
I don't think I should have to wait another 11 weeks for the correct ones.
Regards,[redacted]
Dear [redacted],
Thank you for reaching out to us and we
apologize for any miscommunication in the showroom.
We do understand your frustration;
however, we are unable to comply with your request for a sectional at the price
of the clearance item you saw in the showroom.
The tags as...
well as some
displays, unfortunately, can be moved by other consumers throughout the
showroom, which is not at the discretion of the store management.
As a good faith gesture
we can extend free delivery to you on a future purchase with us, up to an
$89.99 value. This offer is only valid on new stock and is not applicable
on clearance or floor merchandise.
The offer has no
expiration date.
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 has occurred.
Our lead technician, [redacted], inspected the dresser in your daughter's residence on December 3, 2015. The damage to the dresser...
included a large area on the bottom right side trim which was missing, possibly trauma which occurred to the right side panel as well as a large crack on the right side top trim, which appears to be roughly 2-3" in length.
The dresser in question was delivered on July 14, 2015.
We understand your frustration, however, the damages which are currently on the dresser would not be considered manufacturing defects. The pictures which the technician took during his visit are attached to the response as well.
Our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date. It is at Jerome's sole discretion to determine what will be covered as a manufacturing defect; all cracks have to reported within 5 days from the original delivery date, since cracking is not considered a manufacturing defect.
The extended 5 year warranty, which you opted to purchase, does cover an array of one-time accidental stains and damages. [redacted] does allow a 30 day grace period for damages to be reported.
Unfortunately we are unable to comply with your request for replacement on the dresser in question.
Should you have any additional questions or concerns, please do not hesitate to contact us at ([redacted]
Sincerely,
Jerome's Furniture
Hello,
I spoke with the customer today and gave customer two options either we can exchange the item for the same one or customer can go back to the store and pick out something different and will give customer 10% discount and will still honor the one year warranty, the customer will call...
back to inform us of what customer would like to do.
Thanks!
Dear Mrs. [redacted], Thank you for reaching out to us.Our technician visited your residence and made the following report to our office. The backrest of the loveseat has multiple puncture holes which occurred from a fork. The top portion of the backrest of the loveseat also has damaged from when the backrest hits the table.Unfortunately these incidents would not be covered under Jerome's warranty (Our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date. Your one year warranty expired on April 24, 2016). The OOPS protection plan would also not cover the reported damages since there was an accumulation of damages.We understand your frustration and would like to assist as best as possible, outside of our warranty. We were able to acquire a cost of parts from the manufacturer, should you wish to replace the backrest of the loveseat. The total cost of this part is $130 from the manufacturer, this includes all shipping costs as well.If you wish for one of our technicians to install the part in your residence the cost of labor is $55 per hour. The allotted time to install this part would be approximately 2 hours for a total of $100 for labor. As a good faith gesture we can reduce the amount of labor and charge one hour, in the amount of $55.Should you wish to proceed with the part, please contact us at (866) 633-4094 and we can gladly discuss this information.Our service department is open daily from 6:00 am to 7:00 pm.Sincerely,Jerome's Furniture