ITC Delta Com Communications inc

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
That response is for the adjustable base on the bed. It is a different issueThey sent me parts and am waiting for a repair person to come over and install.This claim is the issue of the footboard. A piece of the wood fell off the legI contacted the warranty company and it isn't covered because it was not an accident. I've contacted Jerome's several times on this issue and never received a response from them except to have the warranty company contact me.This bed is only months oldI certainly expected a better quality than I was sent and that it would last longerSince part of the leg that tests on the floor is broken off I am concerned about the rest of the leg cracking and breaking.All I want is for Jerome's to replace the footboard on my bedIt is a nice set but with the footboard broken it doesn't look as nice.*** ***
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,
*** ***

In regards to this
claim, within weeks after delivery the consumer would have received paperwork
in the mail directly from *** who is the extended warranty carrier
This warranty
information would indicate what is covered under the year OOPS protection
plan from ***
The policy covers any array of one-time accidental
stains or damage; however, springs in the frame are not covered under the
warranty
In order for the springs
to be covered through Jerome's, the claim would need to have been called into
us prior to December 28, 2014, which was the end of the one-year warranty for
manufacturing defects to be reported
The consumer does still
have a warranty for a total of years (from the original delivery date) for
the frame to be repaired; however, this does not cover springs
We can gladly recommend the
consumer to contact a 3rd party company called *** *** Their
office can be reached at *** ***
If the consumer believes
the wooden frame on the sectional is broken, they can contact us directly at
(*** *** and we can send out one of our service technicians to repair the
frame in the residence
Should the consumer have
any additional questions or concerns, please contact us at the number listed
above
Sincerely,
Jerome's Furniture

Dear *** *** *** ***
Thank you for reaching out to us We apologize for any miscommunication or inconvenience which has occurred
After review of your account, the merchandise in question was delivered on May
26, You are currently still under our warranty for manufacturing defects which are reported within the 1st year from the original delivery date
The seat cushion cores as well as the backrest filling for the sofa are currently on order through the manufacturer We assure you we are working diligently to have the parts here as quickly as possible The current estimated time of arrival for your parts is showing the beginning/middle of June
The regular estimated time of arrival for parts which are being shipped from overseas is roughly 8-weeks The technician inspected the merchandise in your residence Mid-April
We have asked the manufacturer to rush the arrival of parts as quickly as possible
We do understand your frustration; however, we are unable to comply with your request for refund. We of course will still honor our warranty for parts and repairs under our warranty
For the inconvenience, we can gladly extend free delivery on your next purchase (value up to $89.99). This offer will be valid for year and will expire on May 8,
As soon as your parts have been received we will contact you to schedule a technician to install the parts
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
As I have previously explained, both to Jerome's and in my Revdex.com complaint, my sister is unable to sleep on the mattress deliveredAt no time during the purchase process was there an explanation that there was a 4-week breprocess! We would NOT have purchased the mattress had we known thisMy sister continues to experience pain nightly from sleeping on this mattressIf a replacement mattress that provides the comfort she experienced in the store cannot (or will not) be provided, I want the cost of the mattress refundedMattress and power base charges were $2998.00; less the cost of the power base (from Jerome's web site) of $(http://www.jeromes.com/furniture/mattresses/adjustable-beds/contemporary-adjus...⇄ is $to be refundedMy sister needs immediate help as I explained in my initial call to Jerome's customer service and my initial Revdex.com complaintTo date she has received no help whatsoever from Jerome's except for the suggestion of the CSR "manager" that I purchase a 'memory foam' topper to help her!
Regards,
*** ***

In regards to this claim, the rug is being refunded
This was a finance purchase and finance refunds can take up to billing cycles to reflect on the consumers finance statement
The rug was brought back days ago
The consumer should show the credit through *** within
billing statements
Should the consumer have any additional questions or concerns, they may simply contact us at*** ***
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 acknowledge that I will lose *** protection with a refund I accept the loss of *** I have not yet received the replacement cushion cover I will notified Revdex.com when that arrives and when the refund is confirmed
Thank you
*** ***
I just wanted to let you know that as of today we’ve yet to receive the replacement cushion cover nor any refund from ***. If we can find out how the cushion cover was to be delivered or if mailed is there is a tracking number that would be helpful
Thank you for your efforts!
** ***
*** ***

In regards to this claim, it appears *** has special ordered the chair
The estimated time of arrival for this chair is the beginning of October As soon as the shipment has been received the consumer will be contacted
We do apologize for the inconvenience; however, we are unable to offer a partial refund on the chair
We can gladly extend a $gift certificate which can be redeemed at any one of our showroom locations The gift certificate will be mailed to the consumers address and is valid for one year from the issuance date
Should the consumer 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowJerome’s called and left a message on Wednesday december 6thWe tried calling back Wednesday right after, Thursday, and FridayWe left a voicemail each time but have not been contacted backWe would accept the refund but want he process to be started with them before acceptingThank you***Sent from my iPad
Regards,
*** ***

For this claim, we received additional information from our Finance Department The refund was processed, however, the refund was sent back due to an issue with coding on our end
We apologize and this was our error in regards to how the refund was sent to ***
The refund was re-processed last Friday and will be showing available on the *** account within 5-business days The credit should be reflected on the consumers next billing cycle
This information was already confirmed with *** as well
Should the consumer have any additional questions or concerns, they may simply contact us at*** ***
Sincerely,
Jerome's Furniture

Dear Mrs***,
Thank you for reaching out to us. We apologize for
the inconvenience which
has occurred
After review of your
account, the concern with the mechanism and the wheel was reported after your
year warranty with Jerome's expired
The warranty expired on
May 14, and the current concern was reported in August
The mechanism for the
recliner is currently on order through the manufacturer. Once the part
has been received we will ship to your residence. We normally only offer
installation within the first year, but we will offer free installation as a
good faith gesture
We are currently in
contact with the manufacturer to see if by chance the wheel for the table is
still available. We will contact you as soon as we have a response
Unfortunately, we are
unable to comply with your request for refund on your merchandise. We are
offering parts and repair, outside of our initial warranty
We apologize again for
any inconvenience
Should you have any
additional questions or concerns, please do not hesitate to contact us at (866)
633-
Sincerely,
Jerome's Furniture

In regards to this claim, the service technician did inspect the merchandise and parts are being ordered to take care of the issue
Once parts have been received the consumer will be contacted directly to schedule an appointment for installation Unfortunately we cannot provide an exact time for a service appointment, since services in this area are through a 3rd party company
Should the consumer have any additional questions or concerns, they may simply contact us at *** ***
Sincerely,
*** ***

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
This is not acceptable. When I purchased the furniture from Jerome's and asked if they would take the old items at no time did they give me any instructions on what the condition of the goods had to be in in order for them to pick them up. If I am making a donation to the Salvation Army then why am I being charged a $fee to make a donation - this seems ridiculous. Additionally, I made the agreement with Jerome's not this 3rd party company they hired to deliver my furniture and pick up the old items. I have been informed by the delivery company that this happens every day because Jerome's fails to inform their customers of what the condition of the furniture must be in for them to pick the items up. I have already had a company pick up the items so your offer is not applicable. This whole process cause a great inconvenience to me and my family and I think it is only fair you send me the $I am asking for. Maybe this way you will train your employees better so this does not happen to another unsuspecting customer.Regards,
*** ***

For this claim, the consumer was contacted directly.A refund, minus the original delivery fee, has been offered The merchandise in question is scheduled to be pickon Sunday August 27, 2017.Once the merchandise has been returned, the original store of purchase will contact the customer
to process the refunds.Should the consumer have any additional questions or concerns, our delivery department is open daily from 6:00-12:am.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 have been dealing with a warranty issue with Jeromes Furniture since Sept I filed an online warranty claim under my year warranty I purchased with my furnitureAfter days, the warranty company got back to me, and said I need to deal with Jeromes in Corona, and have the chair replaced under a 'Manufacturers Warranty'So I placed the chair in my my car, and drove to the Corona storeI was treated with indignity by the Customer Service agent, berated for not understanding a Manufacturers warranty (this process was never disclosed to me upon purchase in July), and ordered to remove my chair from their storeI refused to be treated that way, left the chair with Customer Service, asked for the Store Manager (who was not available), and angrily left the storeI filed a Revdex.com complaint # *** that evening (10/11/2017), and awaited a resolutionOn 10/18/I accepted the Revdex.com resolution, and received a voice mail from *** 633-***She said they have a chair ready for delivery on 10/12/but she need to know more about the Revdex.com complaintI have returned ***'s voice mail (from 10/@ 8:46pm) to her personal extension ***, and left VOICE MAILS for her! To this date, Monday October 30th 2017, I have NOT received ANY communication from this ***, and still have NOT received my replacement chairToday, I have looked up the Board of Directors members for Jeromes Furniture IncI intend on communicating with *** * *** *** *** *** * *** *** *** *** *** *** * I will let them know what is going on with their Corona Store and *** @ Customer ServiceThis is THE most disgusting experience I have ever had!!!
Regards,
*** ***

A message was left for this customer, per the original response
It looks like the consumer already contacted us and the exchange was completed on May 21,
Thank you,
Jerome's Furniture

In regards to this claim, we are currently in contact with the manufacturer of the mattress to see what we can further offer
The customer will be contacted directly within 3-business days at the latest
Should the consumer have any additional questions or concerns, they may simply contact
us at (*** ***
Sincerely,
Jerome's Furniture Warehouse

In regards to this claim, we did have a technician appointment scheduled back in July for the parts to be installed.The customer had contacted us to advise they were not available for this appointment and we did not hear again from the consumer to reschedule the technician appointment.We are
verifying the parts are still available here in our warehouse and a representative will be in direct contact with the consumer within 48-hours.Should the consumer have any additional questions in the meantime, they may contact us directly at *** ***Sincerely,Jerome's Furniture

Dear *** ***
Thank you for reaching out to us
We would like to assist you, however, we are unable to locate any account
base upon your first name, last name, address or phone # which you
provided
We will need the
original order # or the phone # which was used at the time of purchase to be
provided so that we may look up your account to find out which mattress was
purchased
All of the mattresses
which we sell have a warranty directly through the manufacturer, in some cases;
Jerome's will act as a liaison between the consumer and the manufacturer for
the warranty to be fulfilled
Without being able to
locate your account, we are unable to assist you further
If you can please locate the
above information and contact us at *** *** we can gladly provide
additional information in regards to the manufacturer and the warranty
Sincerely,
Jerome's Furniture

After review of this claim, it appears a resolution was achieved with the store of purchase directly. We apologize for the inconvenience and confusion which occurred.The finance company had notified us that the form of I.Dwas not going to be accepted but the consumer was able to go back into
the store and the financing was complete.The customer was provided 10% off the order in the amount of $for the inconvenience which occurred.Should the consumer have any additional questions, we can be reached at (866) 633-4094.Sincerely,Jerome's Furniture