In regards to this claim we spoke with the customer yesterday.
Our actual loading policy for all customer pick-ups does not allow us to load merchandise on top of a car and tie down. The customer did end up signing a liability waiver in case someone did occur.
We do understand the consumer’s...
frustration. We unfortunately were unable to reach her today but left a detailed message.
We can either provide a $100 gift certificate for the inconvenience or we can offer a refund on the mattress and box springs.
Contact information was provided to the consumer in the voicemail to let us know which option she would prefer.
Please let us know should you have any additional questions or concerns.
For this claim the consumer spoke with the store. The special order was delivered on February 4, 2017 and the consumer was provided compensation for the delay in the arrival.Should the consumer have any additional questions or concerns, we can be contacted directly at (866)...
In regards to this
claim, the leather was covered under the warranty directly through Jerome's at
the time of purchase.
Our warranty guarantees
the merchandise to be free of manufacturing defects which are reported within 1
year from the original delivery date.
The one year warranty...
on
the sectional in question expired on July 28, 2014.
Unfortunately, we are
unable to offer replacement parts or service on the sectional since it is
currently out of our warranty.
As a good faith gesture,
we can offer half of the base retail cost of the sectional in gift certificates
in the amount of $900.
The gift certificates
can be redeemed at any one of our 11 showroom locations and are valid for one
year from the issuance date.
The gift certificates
will be issued to the address provided in the Revdex.com claim
within 2 weeks.
Should the consumer have
any additional questions, they may simply contact us at [redacted]
In regards to this
complaint, the customer was contacted directly by our service center.
The part that was sent
was correct; however, consumer advised there is a noise. The consumer
lives in an area we do not offer service.
We have notified the
consumer if he does have a technician inspect the merchandise and there is an
issue we can gladly re-order the part from the manufacturer.
We would need this
information no later than July 1, 2015, if another part would be needed.
Our deliveries are made
through a 3rd party company, [redacted]. All property damage claims
made by...
their delivery contractors do have to go through the claim process with
their corporate office.
I do understand and
apologize for the inconvenience which has occurred.
We are currently in
contact with [redacted] management to contact the cus[redacted]er within the
next 24-48 hours in regards to the property damage.
Unfortunately, we are
unable to comply with the consumers request for Jerome's to make repairs to him
home; however, we will ensure [redacted] has followed-up with the
consumers claim.
Should you need
additional information, please feel free to contact us at ###-###-####.
In regards to this claim, the consumer was already assisted by a member of our service staff.
The button has been placed on order through the manufacturer.
Should the consumer have any additional questions or concerns, we can be contacted at[redacted]
Sincerely,
Jerome’s Furniture
We have been unsuccessful in reaching the customer directly.
We unfortunately cannot assist further, until we can confirm account information for this consumer.
As soon as we can reach the customer we can certainly try to assist with his claim.
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.
[Jerome's offer is not acceptable. They did not step up and stand by the defective product they sold. I will no longer be a customer and I will share this negative experience with others.If not for the Revdex.com intervention I would not have had any response from Jerome's. The defective product, lack of customer service and unacceptable offer is not a organization I want to do business with. ]
Regards,
[redacted]
In regards to this
claim, the consumer did not provide any additional information which required a
response.
The information the
consumer provided was intended for the Revdex.com to indicate she would follow up in a
few months if she did not see the resolution which was agreed upon.
Please let me know if
you need any further information.
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. There response is why I stated in my initial complaint that the right hand does not know what the left hand is doing when it come to this organization. The repair was scheduled for Wednesday October 4, so they got that wrong. I think people need to understand that when buying anything from this company that they have sentenced themselves to the life of that product with misery and frustration and there is no one to turn to in this company for help. Not the store where it was purchased, not your salesman, and surely not the store manager, they all wash their hands of any issues. I give this organization and the person responding to my complaint a grade of Big Fat Doulble FF's. it was the California Department of Consumer Affairs that setup the refund if I chose to go that direction earlier this year. I will turn to them once again to go forward and accept their resolvecon this chair. In the meantime I guess no one at this company is aware that the appointment to replace the cushion was sheduled for 10-4-17 and not 10-5-17.
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.
---------- Forwarded message ----------From: [redacted]Date: Mon, Nov 9, 2015 at 3:04 PMSubject: Complaint ID [redacted]To: [redacted]As of today we still have not received the certificate Jerome's said they mailed out on 11-02-2015. I spoke with Jerome's again today and they said it would take another week for delivery. I explained to them that we would not close the case until the certificate was received. Please keep this case open until I notify you that the certificate has been received.Thank You,[redacted]
In regards to this claim, the consumer was contacted and the sofa was delivered on 1/12/16.
Free delivery was provided and the customer also received a courtesy 5% off, since this particular special order was estimated to be received within 16 weeks.
We do offer some special order selections...
which are estimated to be received within 3 weeks; however the selection the customer chose was coming from overseas and was estimated to be received within 16 weeks.
Should the consumer 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. Please note that the Jerome's rep did not specify what type of pictures she was requesting and that no offer was made regarding how this error of Jerome's could be resolved. I willsend photographs to the Revdex.com regarding case number [redacted] on Friday, August 7, 2015.
Regards,
[redacted]
We
first would like to apologize for any inconvenience which has occurred.
At the time of purchase, your mattress was sold with a
warranty directly through the...
manufacturer.
Jerome’s acts as the liaison when you inquire on a possible defect with
the mattress at which time the manufacture approved inspection company is sent
to look over the mattress in your residence.
The inspection company, Premier Inspections West, inspected
the mattress in your residence and determined the mattress was non-defective
and within the manufacturer standard.
During the inspection the technician confirmed that the
mattress was not being supported by an adequate box spring/foundation. In order for the warranty to be valid, the
mattress must be supported by a proper frame and box spring/foundation.
Replacement of the box spring/foundation was recommended by
the inspection company. Once your box
spring/foundation has been replaced and if you believe a defect still exists
with the mattress, we can gladly re-send the inspection company to look over
the mattress again.
The manufacturer unfortunately will be unable to offer any
options until the mattress has a proper support for the warranty to be valid.
Should you have any additional questions or concerns, please
do not hesitate to contact us at (866) 633-4094. If you wish to set-up another inspection
(after the box spring has been replaced) you can also reach us at the number
listed above.
Dear [redacted] /
Thank you for the additional information you have provided. We do understand your frustration and apologize for the inconvenience which has occurred.
The table which you had originally selected was damaged from the manufacturer and unfortunately had been discontinued. The offer of reselection was to assist in possibly finding something that was comparable to the original set selected.
We can gladly assist you further in regards to the merchandise currently in your residence by contacting us directly at [redacted]
Sincerely,
[redacted]
Customer Care Manager
Thank you for reaching out to us. We apologize for the
inconvenience which has...
occurred.
After review of your
account you spoke with management in our service center in regards to the issue
which occurred.
Once you brought this
issue to our attention a new mattress was delivered to your residence the same
day. For the inconvenience of waiting for an additional delivery, the
delivery fee of $99.99 was refunded along with 10% off the cost of the
mattress.
Our deliveries are
delivered by a 3rd party company and this situation was addressed with the
company the same day you contacted us. Unfortunately the law labels can
fall off at any time, which does not indicate they were removed purposefully at
the time of delivery.
We understand your concern
and assure you this issue was addressed with our delivery company to prevent
similar situations from occurring in the future.
We unfortunately we be
unable to comply with your request for additional compensation since compensation
was already provided.
Should you need further
assistance or have any additional questions or concerns, please do not hesitate
to contact us at (866) 633-4094.
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.
Jerome's states in their last response that they have contacted me and that I have not responded andthen they ask me for my phone number so they can contact me.They have NOT contacted me at all.My number is [redacted]I have an account with Jeromes under my name and my address and they have had my contact information for 7 years.
Regards,
[redacted]
In regards to this claim we spoke with the customer yesterday.
Our actual loading policy for all customer pick-ups does not allow us to load merchandise on top of a car and tie down. The customer did end up signing a liability waiver in case someone did occur.
We do understand the consumer’s...
frustration. We unfortunately were unable to reach her today but left a detailed message.
We can either provide a $100 gift certificate for the inconvenience or we can offer a refund on the mattress and box springs.
Contact information was provided to the consumer in the voicemail to let us know which option she would prefer.
Please let us know should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
For this claim the consumer spoke with the store. The special order was delivered on February 4, 2017 and the consumer was provided compensation for the delay in the arrival.Should the consumer have any additional questions or concerns, we can be contacted directly at (866)...
633-4094.Sincerely,Jerome's Furniture
In regards to this
claim, the leather was covered under the warranty directly through Jerome's at
the time of purchase.
Our warranty guarantees
the merchandise to be free of manufacturing defects which are reported within 1
year from the original delivery date.
The one year warranty...
on
the sectional in question expired on July 28, 2014.
Unfortunately, we are
unable to offer replacement parts or service on the sectional since it is
currently out of our warranty.
As a good faith gesture,
we can offer half of the base retail cost of the sectional in gift certificates
in the amount of $900.
The gift certificates
can be redeemed at any one of our 11 showroom locations and are valid for one
year from the issuance date.
The gift certificates
will be issued to the address provided in the Revdex.com claim
within 2 weeks.
Should the consumer have
any additional questions, they may simply contact us at [redacted]
Sincerely,
Jerome's Furniture
In regards to this
complaint, the customer was contacted directly by our service center.
The part that was sent
was correct; however, consumer advised there is a noise. The consumer
lives in an area we do not offer service.
We have notified the
consumer if he does have a technician inspect the merchandise and there is an
issue we can gladly re-order the part from the manufacturer.
We would need this
information no later than July 1, 2015, if another part would be needed.
Thank you,
[redacted]
Customer Care Manager
In regards to this
claim:
Our deliveries are made
through a 3rd party company, [redacted]. All property damage claims
made by...
their delivery contractors do have to go through the claim process with
their corporate office.
I do understand and
apologize for the inconvenience which has occurred.
We are currently in
contact with [redacted] management to contact the cus[redacted]er within the
next 24-48 hours in regards to the property damage.
Unfortunately, we are
unable to comply with the consumers request for Jerome's to make repairs to him
home; however, we will ensure [redacted] has followed-up with the
consumers claim.
Should you need
additional information, please feel free to contact us at ###-###-####.
Sincerely,
[redacted]
Cus[redacted]er Care Manager
In regards to this claim, the consumer was already assisted by a member of our service staff.
The button has been placed on order through the manufacturer.
Should the consumer have any additional questions or concerns, we can be contacted at[redacted]
Sincerely,
Jerome’s Furniture
We have been unsuccessful in reaching the customer directly.
We unfortunately cannot assist further, until we can confirm account information for this consumer.
As soon as we can reach the customer we can certainly try to assist with his claim.
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.
[Jerome's offer is not acceptable. They did not step up and stand by the defective product they sold. I will no longer be a customer and I will share this negative experience with others.If not for the Revdex.com intervention I would not have had any response from Jerome's. The defective product, lack of customer service and unacceptable offer is not a organization I want to do business with. ]
Regards,
[redacted]
In regards to this
claim, the consumer did not provide any additional information which required a
response.
The information the
consumer provided was intended for the Revdex.com to indicate she would follow up in a
few months if she did not see the resolution which was agreed upon.
Please let me know if
you need any further 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. There response is why I stated in my initial complaint that the right hand does not know what the left hand is doing when it come to this organization. The repair was scheduled for Wednesday October 4, so they got that wrong. I think people need to understand that when buying anything from this company that they have sentenced themselves to the life of that product with misery and frustration and there is no one to turn to in this company for help. Not the store where it was purchased, not your salesman, and surely not the store manager, they all wash their hands of any issues. I give this organization and the person responding to my complaint a grade of Big Fat Doulble FF's. it was the California Department of Consumer Affairs that setup the refund if I chose to go that direction earlier this year. I will turn to them once again to go forward and accept their resolvecon this chair. In the meantime I guess no one at this company is aware that the appointment to replace the cushion was sheduled for 10-4-17 and not 10-5-17.
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.
---------- Forwarded message ----------From: [redacted]Date: Mon, Nov 9, 2015 at 3:04 PMSubject: Complaint ID [redacted]To: [redacted]As of today we still have not received the certificate Jerome's said they mailed out on 11-02-2015. I spoke with Jerome's again today and they said it would take another week for delivery. I explained to them that we would not close the case until the certificate was received. Please keep this case open until I notify you that the certificate has been received.Thank You,[redacted]
In regards to this claim, the consumer was contacted and the sofa was delivered on 1/12/16.
Free delivery was provided and the customer also received a courtesy 5% off, since this particular special order was estimated to be received within 16 weeks.
We do offer some special order selections...
which are estimated to be received within 3 weeks; however the selection the customer chose was coming from overseas and was estimated to be received within 16 weeks.
Should the consumer 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. Please note that the Jerome's rep did not specify what type of pictures she was requesting and that no offer was made regarding how this error of Jerome's could be resolved. I willsend photographs to the Revdex.com regarding case number [redacted] on Friday, August 7, 2015.
Regards,
[redacted]
Dear Mr. [redacted],
We
first would like to apologize for any inconvenience which has occurred.
At the time of purchase, your mattress was sold with a
warranty directly through the...
manufacturer.
Jerome’s acts as the liaison when you inquire on a possible defect with
the mattress at which time the manufacture approved inspection company is sent
to look over the mattress in your residence.
The inspection company, Premier Inspections West, inspected
the mattress in your residence and determined the mattress was non-defective
and within the manufacturer standard.
During the inspection the technician confirmed that the
mattress was not being supported by an adequate box spring/foundation. In order for the warranty to be valid, the
mattress must be supported by a proper frame and box spring/foundation.
Replacement of the box spring/foundation was recommended by
the inspection company. Once your box
spring/foundation has been replaced and if you believe a defect still exists
with the mattress, we can gladly re-send the inspection company to look over
the mattress again.
The manufacturer unfortunately will be unable to offer any
options until the mattress has a proper support for the warranty to be valid.
Should you have any additional questions or concerns, please
do not hesitate to contact us at (866) 633-4094. If you wish to set-up another inspection
(after the box spring has been replaced) you can also reach us at the number
listed above.
Sincerely,
Jerome’s Furniture
Dear [redacted] /
Thank you for the additional information you have provided. We do understand your frustration and apologize for the inconvenience which has occurred.
The table which you had originally selected was damaged from the manufacturer and unfortunately had been discontinued. The offer of reselection was to assist in possibly finding something that was comparable to the original set selected.
We can gladly assist you further in regards to the merchandise currently in your residence by contacting us directly at [redacted]
Sincerely,
[redacted]
Customer Care Manager
Dear Mr. [redacted],
Thank you for reaching out to us. We apologize for the
inconvenience which has...
occurred.
After review of your
account you spoke with management in our service center in regards to the issue
which occurred.
Once you brought this
issue to our attention a new mattress was delivered to your residence the same
day. For the inconvenience of waiting for an additional delivery, the
delivery fee of $99.99 was refunded along with 10% off the cost of the
mattress.
Our deliveries are
delivered by a 3rd party company and this situation was addressed with the
company the same day you contacted us. Unfortunately the law labels can
fall off at any time, which does not indicate they were removed purposefully at
the time of delivery.
We understand your concern
and assure you this issue was addressed with our delivery company to prevent
similar situations from occurring in the future.
We unfortunately we be
unable to comply with your request for additional compensation since compensation
was already provided.
Should you need further
assistance or have any additional questions or concerns, 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.
Jerome's states in their last response that they have contacted me and that I have not responded andthen they ask me for my phone number so they can contact me.They have NOT contacted me at all.My number is [redacted]I have an account with Jeromes under my name and my address and they have had my contact information for 7 years.
Regards,
[redacted]
Hi [redacted],
Sorry for any confusion.
The actual extended warranty, which is the [redacted] 5 year protection plan was a policy the customer opted to purchase.
I believe the customer is under the impression that the warranty is through Jerome’s, but it’s actually through a 3rdparty called [redacted].
We provided the part to the consumer from Jerome’s. He did not initiate any claims on his extended warranty policy through [redacted].
If the customer is asking for us to refund the [redacted] policy, then he will no longer have the coverage for the 5 years.
We can offer the refund but it would void his actual warranty.
I hope this clarifies the information =)
[redacted]
Night Delivery & Tech Support Manager
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]