In regards to this claim, the customer received a replacement sofa on October 10, There have no additional concerns which were expressed to us since this date
Should the consumer need any further assistance we can gladly assist by contact us at***
***
Sincerely,
*** ***
In regards to this claim, the extended warranty is through a 3rd party carrier This warranty unfortunately is not under Jerome's directly and as such we are unable to honor any policies which are under this warranty.We are offering to repair the broken wooden frame, if the consumer believes the frame to be defective.As of now, we are unable to warranty the seating springs, since this would have needed to be reported in for the consumer to still be within warranty.Should the consumer wish for us to honor our warranty for repair of the wooden frame, they can simply contact us at *** ***The warranty for repair of the wooden frame is valid for years from the original delivery date.Sincerely,Jerome's Furniture
Dear *** ***
I have received information from the Revdex.com in regards to concerns on a dinning chair which was delivered on February 2, 2014. We apologize for the inconvenience which has
occurred
After review of your account, we currently do have the part on re-order from the manufacturer. The manufacturer unfortunately sent the incorrect part on the container
The part has been placed on a rush so that we can receive as soon as possible.
We understand your concern as well as your frustration. Unfortunately we cannot comply with your request for refund; however, for the inconvenience we can gladly offer you 20% off the original retail price of the set in the amount of $
This credit will be refunded back to the original *** *** on file ending in *** Credit card refunds can take up to 5-business days to reflect as an available credit
Once the part has been received we will contact you to schedule a convenient technician appointment.
Please do not hesitate to contact us directly at *** *** should you have any additional questions or concerns
Sincerely,
*** ***
Customer Care Manager
In regards to this claim there was a miscommunication with the store
The sales manager did write up a new chair (based upon the conversation the customer had with sales) this item is on backorder until the beginning of September
The call which was provided to the customer originally was in regards to exchanging the same chair for the one in the residence
We apologize for any confusion and the consumer will be contacted as soon as the shipment has been received to schedule a delivery date
In regards to the loveseat if the consumer should still notice the odor he may simply contact us and we will be happy to send out one of our service technicians to inspect the unit in his residence
Sincerely,
Jerome's Furniture
Dear *** ***
Thank you for reaching out to us in
regards to your concerns on the Jerome's-Pedic mattress which was delivered on
September 13,
The mattress which was
purchased is from our Jerome's Pedic signature line and is a memory foam
mattress
This
mattress has
absolutely no coils whatsoever in the mattress
Below is a link to view
this product on our website, which indicates this is a memory foam mattress:
***
Here is also the list of
features of this mattress directly from our website:
Features Includes:
2" Cool Touch Memory Foam (lbs.) with 10x greater heat
dissipation than competing memory foam, shape-conforming pressure relief and
greater airflow and breathability
Stretch Cover is specifically designed to contour with the
memory foam as it conforms to your body's shapeRemovable for easy cleaning
Orthopedic Support Base is made of a High-Density Support Foam
which maintains its comfort and support for a lifetime
We do understand your
concerns in regards to the mattress, however the mattress was correctly sold in
regards to there being no coil springs
The mattress is still
under warranty directly through the manufacturer, which guarantees the mattress
to be free of structural defects for the allotted time period of the warranty
Unfortunately the warranty does not guarantee the level of comfort which
can be achieved by the consumer
The manufacture approved
inspection company inspected the mattress in your residence and confirmed it to
be free of any structural defects
We are unable to comply
with your request for refund, however, we do recommend into possibly looking
into a mattress topper to heighten the level of comfort of the mattress
Please do not hesitate
to contact us at *** *** 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** *** ***I was hoping that this issue was fully resolved. Jerome's response, shown below, was time-stamped June 15, 2015. It said that I would receive the certificates in the amount of $in to business days. I patiently waited, but as of the 11th business day NOTHING
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They have not offered anything that will fix the situation, at least offer a mattress pad to make it a little bit softer and I can't believe they don't stand behind there products
Regards,
*** ***
Dear Mr***, We apologize for the delay. Unfortunately the manufacturer which produced your furniture is no longer is business.We we be unable to provide any replacement parts for the cover.We can gladly refund back the Guardian policy, which would also void the remaining time on the policy as well.Please feel free to contact us back should you wish to proceed with the refund. A message was also left to be able to reach a representative directly.Sincerely,Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
In regards to this claim the consumer was contacted directly
We originally had an exchange for the original color the customer purchased We notified customer we can leave the merchandise in the original packaging and schedule delivery
The customer advised he spoke with the
sales manager of our *** *** location and that he wanted the chair in another color which was going to be processed as a Special order
The sales management team of the *** *** location will be contacting the customer today in regards to the special order
The exchange for the original color will be cancelled in our system since the consumer would like another color in lieu of the one in his residence
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regarding the above mentioned case number, I am still not satisfied with the response given This is an attemp to pass the blame and the buck Furthermoe this is an attempt to not take responsibility for the actions of Jeromes staff that allowed my credit to be damaged The lack of training, lack of security, and lack of skills displayed when allowing some thief to use my account is in acceptable Jeromes management, General management, and C.E.Oneeds to take ownership for their staff, and for the actions performed regarding my identity theft. The events that have unfolded as a direct result have resulted in a loss for me in several ways Loss of time, loss of money, loss of sleep, as well as mental stress and anxiety Worry of losing my home, my cars, and my good name that I've worked hard to maintain through my entire life I will not allow this to be taken lightly, nor will I allow Jeromes to simply turn their back on this issue To attempt to pass me off to the finance company is a cop out, and complete dis respect and disregard I gave my business to Jeromes I bought furniture from Jeromes, I did not do anything with a finance company other than make payments on time Nor did the Finance company do anything wrong in this matter either It was a Jeromes salesperson, Jeromes management, and Jeromes delivery people who are to be held responsible for this issue. I will continue this even if it means I have to pursue this with the assistance of legal council I hope to avoid involving attornies, as all I want is to be considered and compensated in a satisfactory matter Also a verbal and written apology from upper management and or C.E.O
Regards,
*** ***
Dear *** ***
Thank you for reaching out to us We apologize for any miscommunication which has occurred
At the time of purchase your sofa came with a year warranty to replace defective seat cushion cores that are removable
from the frame
With all down feather items, feathers coming from the casing are and not considered a defect
Due to the nature of feathers they can come loose from the casing The manufacturer recommends vacuuming the seat cushions on a regular basis to help alleviate and remove any "loose" feathers
The down is not covered under the warranty, since this is not a replaceable part We also recommend fluffing the down on a regular basis to keep the shape of the down cushioning.
Unfortunately we are unable to comply with your request for refund We however, will honor our warranty for the replacement of the removable seat cushion cores
A customer care representative will be in contact with you this week to provide an update on your parts
Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID *** 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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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: *** ***Date: Mon, Aug 8, at 7:PMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com
Hi ***, I actually never received any information from this consumers claim requesting any additional information. The actual claim is through a 3rd party warranty called Guardian. Jerome’s, unfortunately, cannot dictate what options would be provided. The last correspondence Guardian provided was that they would be contacting the consumer directly in regards to options. The consumer opted to have the warranty refunded from Guardian, which they advised was already processed last month. Since he opted for that option he would no longer have coverage under the Guardian policy since it has already been refunded. The original information Guardian requested was pictures of the issue to be sent to their dispute department. At this time, since the Guardian policy was cancelled the consumer would be unable to receive any coverage under the policy. The issue which has been reported is not considered a manufacturing defect to be covered under Jerome’s year warranty. Please feel free to e-mail me should you have any additional questions or concerns. Sincerely,
*** ***| Night Delivery & Tech Support ManagerJerome's Furniture | Mesamint St, San Diego, CA 92127Office ext ***| Email ***@jeromes.com
Hi ***, Thank you for the additional information. It looks like this was already resolved. The technician went to Mr*** home on February 13, and completed the repairs. The customer had notified us that he was satisfied with the service. Please let me know if you need additional information. Sincerely,
*** ***Night Delivery & Tech Support Manager*** ***| *** *** *** *** *** ** ***Office ext ***Email ***@jeromes.com
In regards to this complaint, a customer care representative will be in contact directly with the consumer tomorrow to decipher information which was stated in the claim.The consumer does have a year warranty on broken wooden frames on upholstered merchandise, so we can send the technician to
repair the recliner in question.In regards to the chairs, these were picked up from our Bloopers section in January of this year Any type of frame damage would have needed to be reported within hours of the piin order for any options to be provided.After review of the consumers account, the alleged frame damage for the chair has not been reported until now Unfortunately all blooper items are sold and does not come with any type of warranty.The consumer will be contacted before end of business day tomorrow.Should the customer have questions in the meantime, they can contact us at *** ***.Sincerely,*** ***Customer Care Manager
In regards to this claim, the customer received a replacement sofa on October 10, There have no additional concerns which were expressed to us since this date
Should the consumer need any further assistance we can gladly assist by contact us at***
***
Sincerely,
*** ***
In regards to this claim, the extended warranty is through a 3rd party carrier This warranty unfortunately is not under Jerome's directly and as such we are unable to honor any policies which are under this warranty.We are offering to repair the broken wooden frame, if the consumer believes the frame to be defective.As of now, we are unable to warranty the seating springs, since this would have needed to be reported in for the consumer to still be within warranty.Should the consumer wish for us to honor our warranty for repair of the wooden frame, they can simply contact us at *** ***The warranty for repair of the wooden frame is valid for years from the original delivery date.Sincerely,Jerome's Furniture
Hello,
I called the customer and left a msg to call back in regards to claim
Thanks!
Dear *** ***
I have received information from the Revdex.com in regards to concerns on a dinning chair which was delivered on February 2, 2014. We apologize for the inconvenience which has
occurred
After review of your account, we currently do have the part on re-order from the manufacturer. The manufacturer unfortunately sent the incorrect part on the container
The part has been placed on a rush so that we can receive as soon as possible.
We understand your concern as well as your frustration. Unfortunately we cannot comply with your request for refund; however, for the inconvenience we can gladly offer you 20% off the original retail price of the set in the amount of $
This credit will be refunded back to the original *** *** on file ending in *** Credit card refunds can take up to 5-business days to reflect as an available credit
Once the part has been received we will contact you to schedule a convenient technician appointment.
Please do not hesitate to contact us directly at *** *** should you have any additional questions or concerns
Sincerely,
*** ***
Customer Care Manager
In regards to this claim there was a miscommunication with the store
The sales manager did write up a new chair (based upon the conversation the customer had with sales) this item is on backorder until the beginning of September
The call which was provided to the customer originally was in regards to exchanging the same chair for the one in the residence
We apologize for any confusion and the consumer will be contacted as soon as the shipment has been received to schedule a delivery date
In regards to the loveseat if the consumer should still notice the odor he may simply contact us and we will be happy to send out one of our service technicians to inspect the unit in his residence
Sincerely,
Jerome's Furniture
Dear *** ***
Thank you for reaching out to us in
regards to your concerns on the Jerome's-Pedic mattress which was delivered on
September 13,
The mattress which was
purchased is from our Jerome's Pedic signature line and is a memory foam
mattress
This
mattress has
absolutely no coils whatsoever in the mattress
Below is a link to view
this product on our website, which indicates this is a memory foam mattress:
***
Here is also the list of
features of this mattress directly from our website:
Features Includes:
2" Cool Touch Memory Foam (lbs.) with 10x greater heat
dissipation than competing memory foam, shape-conforming pressure relief and
greater airflow and breathability
Stretch Cover is specifically designed to contour with the
memory foam as it conforms to your body's shapeRemovable for easy cleaning
Orthopedic Support Base is made of a High-Density Support Foam
which maintains its comfort and support for a lifetime
We do understand your
concerns in regards to the mattress, however the mattress was correctly sold in
regards to there being no coil springs
The mattress is still
under warranty directly through the manufacturer, which guarantees the mattress
to be free of structural defects for the allotted time period of the warranty
Unfortunately the warranty does not guarantee the level of comfort which
can be achieved by the consumer
The manufacture approved
inspection company inspected the mattress in your residence and confirmed it to
be free of any structural defects
We are unable to comply
with your request for refund, however, we do recommend into possibly looking
into a mattress topper to heighten the level of comfort of the mattress
Please do not hesitate
to contact us at *** *** 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** *** ***I was hoping that this issue was fully resolved. Jerome's response, shown below, was time-stamped June 15, 2015. It said that I would receive the certificates in the amount of $in to business days. I patiently waited, but as of the 11th business day NOTHING
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They have not offered anything that will fix the situation, at least offer a mattress pad to make it a little bit softer and I can't believe they don't stand behind there products
Regards,
*** ***
Dear Mr***, We apologize for the delay. Unfortunately the manufacturer which produced your furniture is no longer is business.We we be unable to provide any replacement parts for the cover.We can gladly refund back the Guardian policy, which would also void the remaining time on the policy as well.Please feel free to contact us back should you wish to proceed with the refund. A message was also left to be able to reach a representative directly.Sincerely,Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Good morning,The $donation pick up was refunded back to the customer on 10/23/Please let me know if you have not seen the credit.Thank you
In regards to this claim the consumer was contacted directly
We originally had an exchange for the original color the customer purchased We notified customer we can leave the merchandise in the original packaging and schedule delivery
The customer advised he spoke with the
sales manager of our *** *** location and that he wanted the chair in another color which was going to be processed as a Special order
The sales management team of the *** *** location will be contacting the customer today in regards to the special order
The exchange for the original color will be cancelled in our system since the consumer would like another color in lieu of the one in his residence
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regarding the above mentioned case number, I am still not satisfied with the response given This is an attemp to pass the blame and the buck Furthermoe this is an attempt to not take responsibility for the actions of Jeromes staff that allowed my credit to be damaged The lack of training, lack of security, and lack of skills displayed when allowing some thief to use my account is in acceptable Jeromes management, General management, and C.E.Oneeds to take ownership for their staff, and for the actions performed regarding my identity theft. The events that have unfolded as a direct result have resulted in a loss for me in several ways Loss of time, loss of money, loss of sleep, as well as mental stress and anxiety Worry of losing my home, my cars, and my good name that I've worked hard to maintain through my entire life I will not allow this to be taken lightly, nor will I allow Jeromes to simply turn their back on this issue To attempt to pass me off to the finance company is a cop out, and complete dis respect and disregard I gave my business to Jeromes I bought furniture from Jeromes, I did not do anything with a finance company other than make payments on time Nor did the Finance company do anything wrong in this matter either It was a Jeromes salesperson, Jeromes management, and Jeromes delivery people who are to be held responsible for this issue. I will continue this even if it means I have to pursue this with the assistance of legal council I hope to avoid involving attornies, as all I want is to be considered and compensated in a satisfactory matter Also a verbal and written apology from upper management and or C.E.O
Regards,
*** ***
Dear *** ***
Thank you for reaching out to us We apologize for any miscommunication which has occurred
At the time of purchase your sofa came with a year warranty to replace defective seat cushion cores that are removable
from the frame
With all down feather items, feathers coming from the casing are and not considered a defect
Due to the nature of feathers they can come loose from the casing The manufacturer recommends vacuuming the seat cushions on a regular basis to help alleviate and remove any "loose" feathers
The down is not covered under the warranty, since this is not a replaceable part We also recommend fluffing the down on a regular basis to keep the shape of the down cushioning.
Unfortunately we are unable to comply with your request for refund We however, will honor our warranty for the replacement of the removable seat cushion cores
A customer care representative will be in contact with you this week to provide an update on your parts
Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID *** 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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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: *** ***Date: Mon, Aug 8, at 7:PMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com
Hi ***, I actually never received any information from this consumers claim requesting any additional information. The actual claim is through a 3rd party warranty called Guardian. Jerome’s, unfortunately, cannot dictate what options would be provided. The last correspondence Guardian provided was that they would be contacting the consumer directly in regards to options. The consumer opted to have the warranty refunded from Guardian, which they advised was already processed last month. Since he opted for that option he would no longer have coverage under the Guardian policy since it has already been refunded. The original information Guardian requested was pictures of the issue to be sent to their dispute department. At this time, since the Guardian policy was cancelled the consumer would be unable to receive any coverage under the policy. The issue which has been reported is not considered a manufacturing defect to be covered under Jerome’s year warranty. Please feel free to e-mail me should you have any additional questions or concerns. Sincerely,
*** ***| Night Delivery & Tech Support ManagerJerome's Furniture | Mesamint St, San Diego, CA 92127Office ext ***| Email ***@jeromes.com
Hi ***, Thank you for the additional information. It looks like this was already resolved. The technician went to Mr*** home on February 13, and completed the repairs. The customer had notified us that he was satisfied with the service. Please let me know if you need additional information. Sincerely,
*** ***Night Delivery & Tech Support Manager*** ***| *** *** *** *** *** ** ***Office ext ***Email ***@jeromes.com
In regards to this complaint, a customer care representative will be in contact directly with the consumer tomorrow to decipher information which was stated in the claim.The consumer does have a year warranty on broken wooden frames on upholstered merchandise, so we can send the technician to
repair the recliner in question.In regards to the chairs, these were picked up from our Bloopers section in January of this year Any type of frame damage would have needed to be reported within hours of the piin order for any options to be provided.After review of the consumers account, the alleged frame damage for the chair has not been reported until now Unfortunately all blooper items are sold and does not come with any type of warranty.The consumer will be contacted before end of business day tomorrow.Should the customer have questions in the meantime, they can contact us at *** ***.Sincerely,*** ***Customer Care Manager