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
[Offering to provide my original sales receipt with the warranty information does not resolve my problem with the sofa I purchasedI have the original receipt alreadyVerbally telling customers information about the warranty and then not providing the customer with the written warranty information at the time of purchase is fraudulentI had witnesses at the time of purchaseA replacement on the sofa is the only acceptable solution for us at this time.]
Regards,
*** ***
In regards to this
claim, we will offer the customer the exchange on the recliner as a one-time
offer
We will only be able to
offer service
and repairs for the remainder of the one year warranty, once the
recliner has been exchanged
The warranty will not
start over, but will remain valid from the original delivery date of the initial
recliner which was delivered on March 11, The one year warranty
will be valid until March 11,
The consumer can contact
us to schedule the exchange for delivery The exchange is written under order
# ***
The exchange will need
to be scheduled prior to August 4, in order to still be valid
Please feel free to
contact us at *** *** should you need any additional information in
regards to this claim
Sincerely,
*** ***
Customer Care Manager
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 do not accept this non-solution The sofa was sold as 100% leather, and as you noted, it is acting as though it were bonded leather In the end, it is a defective piece of merchandise and therefore should be refunded by the manufacture at the very least Jerome's is the representative of that manufacturer, to me the customer, and because of that relationship should refund me the entire purchase Since I cannot buy what I want at Jerome's, that refund should be in cash, directly to me so that I have the chance to buy what I had intended to buy at the outset
Failing the described outcome, I will have no choice but to bring Jerome's to small claims court Considering that the participants are also consumers, I believe it will not be difficult for me to clearly present my case The pictures attached will be presented, as well as the receipt for the transactionI do hope that Jerome's will not want such a public demonstration of poor customer service to take place I will use *** to put forward my case as well as other social media.
Please be reasonable! Do not besmirch a good reputation in the business of furniture and in San Diego CountyRegards,*** ***
In regards to this
claim, the customer contacted us directly
We have received the
throw pillow in question, which is scheduled to be
transferred to the ***
store this Friday Once the store has received the throw pillow, we will
contact her to schedule a convenient technician appointment
We apologize for the inconvenience
which has occurred A $gift certificate was already mailed to the
customer for the inconvenience of the delivery
Should she need further assistance,
she can contact us directly at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, the consumer had contacted us directly on May 12,
The consumer had
originally purchased the Trinton set
which was delivered on April 18,
This purchase included the delivery fee of $+ a donation pi
fee of $to donate their old merchandise to the *** ***
The consumer visited the
store location the next day to advise they did not like the color of the set
they originally selected
At this time we offered
them the option to select another set with the contingency that another
delivery charge of $was be accrued since this was the 2nd delivery as
well as our policy should consumers wish to reselect within hours of their
original delivery
The consumer did
reselect and the new merchandise was delivered on April 19,
The consumer is
disputing $which was the cost of the 2nd delivery If the consumer
would have sent back the original set on April 18, a secondary delivery fee
would not have been charge for the reselection, however the consumer opted to
keep the original merchandise and reselect at another time
Unfortunately we are
unable to credit back either delivery charge since we did go to the consumer’s
residence twice
The consumer would have
also been provided a donation slip for the merchandise which was donated on
April 18, to use for tax purposes
Should the consumer need
a copy of this slip, they may simply contact Customer Care at *** ***
Sincerely,
*** ***
Customer Care Manager
Dear *** *** *** ***
We thank you for reaching out to us
and apologize for
any inconvenience which has occurred
A message was left for
you on the phone number provided to reach one of our service managers directly
The year OOPS
protection plan policy would have been e-mailed to you directly by Guardian
48-hours after your original delivery in
The OOPS protection plan
covers an array of one-time accidental stains and damages, which are outlined
in their policy
After review of the
claim which was filed with Guardian multiple stains were reported Since
the warranty is for one-time accidental damages, Guardian would consider this
an accumulation of damage which did not occur from a one-time isolated
incident
Each individual incident
must be reported separately in order to possibly be covered under the OOPS
warranty
We understand your
frustration, however, we are unable to offer a refund on your merchandise
As a good faith gesture we can gladly refund back the full amount of your
Guardian policy in the amount of $
Should you wish to
cancel the Guardian policy, simply contact us at (866) 633-and a refund
can be issued to your original method of payment
The above offer is valid
until September 28,
Should you have any
additional questions or concerns, please do not hesitate to contact us at (866)
633-
Sincerely,
Jerome's Furniture
Dear *** ***
We appreciate you reaching out to us and apologize for any miscommunication which may have occurred
At the time of purchase, your merchandise came with warranties
The first warranty is directly through Jerome’s. This warranty covers any manufacturing defects which are
reported within the 1st year from the original delivery date
The one-year warranty through Jerome’s expired on December 12,
The 2nd warranty, which you opted to purchase, is the *** year OOPS protection plan. This warranty covers an array of one-time accidental stains and damages. The full *** policy would have been e-mailed directly to you within hours after your initial delivery date
The e-mail would have provided specific details on what the *** policy entailed
After review of your account, we arranged for one of our technicians to visit your residence in February to attempt to repair the merchandise on a one-time courtesy, best effort repair basis. The technician was able to repair the fabric as best as possible, since the item was out of our warranty to report any manufacturing defects
We do understand your frustration; however, we are unable to comply with your request for additional repair
We can gladly recommend you to a 3rd party company who specializes in an array of repairs. *** *** is a well-known company and can be reached at*** ***
Please do not hesitate to contact us at *** *** should you have any additional questions or concerns.
Sincerely,
Jerome’s Furniture
In regards to this claim, our system is showing the refund processed back in August Correspondence has been sent to our Finance Department to contact *** to verify the credit is showing on their side
A representative will be in contact directly with the consumer by next Tuesday at
the latest
Should the consumer have any questions in the meantime, we can be contacted at *** ***
Sincerely,
*** ***
Customer was left a message with the option we can provide
We can offer full credit reselection on the sofa, loveseat and glider recliner
Option is valid until 6/4/and is for equal/greater value Anything less than the original value will remain as store credit and should the consumer
reselect to something greater than the original value the consumer the consumer would need to pay any additional cost
We will pick up the merchandise in the residence once the customer reselects There is no additional delivery fee associated with this option
Should the consumer have any additional questions or concerns, we may be reached at*** ***
Sincerely,
Jerome's Furniture
Dear ***
Thank you for reaching out to us We apologize for any inconvenience or miscommunication which may have occurred
At the time of purchase your merchandise came with warranties The first warranty was directly through Jerome's and covered any manufacturing defects
which were reported within the 1st year
The one year warranty expired on July 23,
The 2nd warranty, you opted to purchase, is the *** year protection Plan This warranty covers an array of one-time accidental stains and damages which are outlined in their policy This policy would have been mailed to your residence directly from *** within weeks from the delivery date
After review of your account, the claim which you made through *** would not have been covered under their warranty, since this was not from a one-time accidental occurrence but rather something that occurred over a period of time
Any issues with the fabric would have needed to be reported to Jerome's before July 23, in order to be covered under our warranty
Our technician visited your residence on December 11, to see if there was any type of repair the technician would be able to do in the home as a one-time courtesy
Unfortunately the technician advised that they were unable to make a repair with the fabric The technician did also advise that the frame was broken, which is still covered under our warranty until July 23, 2017, however at the time of the appointment, we were notified that the repair was declined
We can gladly still offer repair on your broken frame, simply contact us at (866) 633-
Please do not hesitate to contact us at the number listed above 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 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 resolvedI would like to add i'm still struggling with this extreme stress this has brought to me and the work I was forced to put into getting anything accomplished.
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 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,
*** ***
We apologize for the delay on the receipt of the gift certificates we were awaiting stock of the certificates.The certificates have been issued and you should receive in the mail the latest by the beginning of next week.Please feel free to contact us should you have any additional questions or concerns.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 ridiculous! At this point I wish no further correspondence from this company!
Regards,
*** ***
In regards to this
claim, if the consumer can bring the seat cushion cores directly to our
Distribution Center located in Rancho Bernardo we can offer to use our own shop
foam to replace the seat cushion cores
Roman","serif"">
If the consumer can
bring then in, we can certainly get them repaired within days to be able to
meet their July 31st deadline for their transfer
If the cushions are
brought to one of our outlining stores, unfortunately it will take a week and a
half to have the cores replaced and sent back to the store
If the customer would
like for us to use the shop foam, our Distribution Center hours are Monday
through Friday 10am-6pm, Saturday 10am-7pm and Sunday 11am-6pm
The consumers account
has been noted with this information
Should they have any
additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
In regards to this claim, all of the mattresses which are sold through Jerome's furniture have a warranty directly through the manufacturer
Unfortunately the manufacturer of the mattress in question went out of business several years ago
As a good faith gesture to the customer we will offer $
in gift certificates which can be used toward a future purchase
The gift certificates can be redeemed at any one of our showroom locations and are valid for one year from the issuance date
The certificates will be mailed to the address listed on the consumers claim
Should the consumer have any additional questions or concerns, they may simply contact us at *** ***
Sincerely,
Jerome's Furniture
In regards to this claim
the rails were already exchanged on August 24,
Unfortunately Jerome's
does not offer an extended warranty directly through us
Our warranty, at the
time of purchase, guarantees the merchandise to be free of any manufacturing
defects
which are reported within the first year from the original delivery date
This warranty covers the
cost of parts and labor
The consumer did
purchase the *** warranty for the sectional which was purchased on the
same order with the bed
We can gladly take care
of any manufacturing defects which are reported to us within the 1st year
The consumers current warranty with Jerome's is valid until July 11,
Should the consumer have
any additional questions or concerns, they may contact us directly at ***
Sincerely,
Jerome's Furniture
The consumer was contacted directly and we are re-ordering the seat cushion
As soon as the cushion has arrived in our Distribution Center, we will send out a technician to install the new part
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
[Offering to provide my original sales receipt with the warranty information does not resolve my problem with the sofa I purchasedI have the original receipt alreadyVerbally telling customers information about the warranty and then not providing the customer with the written warranty information at the time of purchase is fraudulentI had witnesses at the time of purchaseA replacement on the sofa is the only acceptable solution for us at this time.]
Regards,
*** ***
In regards to this
claim, we will offer the customer the exchange on the recliner as a one-time
offer
We will only be able to
offer service
and repairs for the remainder of the one year warranty, once the
recliner has been exchanged
The warranty will not
start over, but will remain valid from the original delivery date of the initial
recliner which was delivered on March 11, The one year warranty
will be valid until March 11,
The consumer can contact
us to schedule the exchange for delivery The exchange is written under order
# ***
The exchange will need
to be scheduled prior to August 4, in order to still be valid
Please feel free to
contact us at *** *** should you need any additional information in
regards to this claim
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, I have e-mailed the customer directly for pictures of the mattress set.Thank you,*** ***Customer Care Manager
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 do not accept this non-solution The sofa was sold as 100% leather, and as you noted, it is acting as though it were bonded leather In the end, it is a defective piece of merchandise and therefore should be refunded by the manufacture at the very least Jerome's is the representative of that manufacturer, to me the customer, and because of that relationship should refund me the entire purchase Since I cannot buy what I want at Jerome's, that refund should be in cash, directly to me so that I have the chance to buy what I had intended to buy at the outset
Failing the described outcome, I will have no choice but to bring Jerome's to small claims court Considering that the participants are also consumers, I believe it will not be difficult for me to clearly present my case The pictures attached will be presented, as well as the receipt for the transactionI do hope that Jerome's will not want such a public demonstration of poor customer service to take place I will use *** to put forward my case as well as other social media.
Please be reasonable! Do not besmirch a good reputation in the business of furniture and in San Diego CountyRegards,*** ***
In regards to this
claim, the customer contacted us directly
We have received the
throw pillow in question, which is scheduled to be
transferred to the ***
store this Friday Once the store has received the throw pillow, we will
contact her to schedule a convenient technician appointment
We apologize for the inconvenience
which has occurred A $gift certificate was already mailed to the
customer for the inconvenience of the delivery
Should she need further assistance,
she can contact us directly at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, the consumer had contacted us directly on May 12,
The consumer had
originally purchased the Trinton set
which was delivered on April 18,
This purchase included the delivery fee of $+ a donation pi
fee of $to donate their old merchandise to the *** ***
The consumer visited the
store location the next day to advise they did not like the color of the set
they originally selected
At this time we offered
them the option to select another set with the contingency that another
delivery charge of $was be accrued since this was the 2nd delivery as
well as our policy should consumers wish to reselect within hours of their
original delivery
The consumer did
reselect and the new merchandise was delivered on April 19,
The consumer is
disputing $which was the cost of the 2nd delivery If the consumer
would have sent back the original set on April 18, a secondary delivery fee
would not have been charge for the reselection, however the consumer opted to
keep the original merchandise and reselect at another time
Unfortunately we are
unable to credit back either delivery charge since we did go to the consumer’s
residence twice
The consumer would have
also been provided a donation slip for the merchandise which was donated on
April 18, to use for tax purposes
Should the consumer need
a copy of this slip, they may simply contact Customer Care at *** ***
Sincerely,
*** ***
Customer Care Manager
Dear *** *** *** ***
We thank you for reaching out to us
and apologize for
any inconvenience which has occurred
A message was left for
you on the phone number provided to reach one of our service managers directly
The year OOPS
protection plan policy would have been e-mailed to you directly by Guardian
48-hours after your original delivery in
The OOPS protection plan
covers an array of one-time accidental stains and damages, which are outlined
in their policy
After review of the
claim which was filed with Guardian multiple stains were reported Since
the warranty is for one-time accidental damages, Guardian would consider this
an accumulation of damage which did not occur from a one-time isolated
incident
Each individual incident
must be reported separately in order to possibly be covered under the OOPS
warranty
We understand your
frustration, however, we are unable to offer a refund on your merchandise
As a good faith gesture we can gladly refund back the full amount of your
Guardian policy in the amount of $
Should you wish to
cancel the Guardian policy, simply contact us at (866) 633-and a refund
can be issued to your original method of payment
The above offer is valid
until September 28,
Should you have any
additional questions or concerns, please do not hesitate to contact us at (866)
633-
Sincerely,
Jerome's Furniture
Dear *** ***
We appreciate you reaching out to us and apologize for any miscommunication which may have occurred
At the time of purchase, your merchandise came with warranties
The first warranty is directly through Jerome’s. This warranty covers any manufacturing defects which are
reported within the 1st year from the original delivery date
The one-year warranty through Jerome’s expired on December 12,
The 2nd warranty, which you opted to purchase, is the *** year OOPS protection plan. This warranty covers an array of one-time accidental stains and damages. The full *** policy would have been e-mailed directly to you within hours after your initial delivery date
The e-mail would have provided specific details on what the *** policy entailed
After review of your account, we arranged for one of our technicians to visit your residence in February to attempt to repair the merchandise on a one-time courtesy, best effort repair basis. The technician was able to repair the fabric as best as possible, since the item was out of our warranty to report any manufacturing defects
We do understand your frustration; however, we are unable to comply with your request for additional repair
We can gladly recommend you to a 3rd party company who specializes in an array of repairs. *** *** is a well-known company and can be reached at*** ***
Please do not hesitate to contact us at *** *** should you have any additional questions or concerns.
Sincerely,
Jerome’s Furniture
In regards to this claim, our system is showing the refund processed back in August Correspondence has been sent to our Finance Department to contact *** to verify the credit is showing on their side
A representative will be in contact directly with the consumer by next Tuesday at
the latest
Should the consumer have any questions in the meantime, we can be contacted at *** ***
Sincerely,
*** ***
Customer was left a message with the option we can provide
We can offer full credit reselection on the sofa, loveseat and glider recliner
Option is valid until 6/4/and is for equal/greater value Anything less than the original value will remain as store credit and should the consumer
reselect to something greater than the original value the consumer the consumer would need to pay any additional cost
We will pick up the merchandise in the residence once the customer reselects There is no additional delivery fee associated with this option
Should the consumer have any additional questions or concerns, we may be reached at*** ***
Sincerely,
Jerome's Furniture
Dear ***
Thank you for reaching out to us We apologize for any inconvenience or miscommunication which may have occurred
At the time of purchase your merchandise came with warranties The first warranty was directly through Jerome's and covered any manufacturing defects
which were reported within the 1st year
The one year warranty expired on July 23,
The 2nd warranty, you opted to purchase, is the *** year protection Plan This warranty covers an array of one-time accidental stains and damages which are outlined in their policy This policy would have been mailed to your residence directly from *** within weeks from the delivery date
After review of your account, the claim which you made through *** would not have been covered under their warranty, since this was not from a one-time accidental occurrence but rather something that occurred over a period of time
Any issues with the fabric would have needed to be reported to Jerome's before July 23, in order to be covered under our warranty
Our technician visited your residence on December 11, to see if there was any type of repair the technician would be able to do in the home as a one-time courtesy
Unfortunately the technician advised that they were unable to make a repair with the fabric The technician did also advise that the frame was broken, which is still covered under our warranty until July 23, 2017, however at the time of the appointment, we were notified that the repair was declined
We can gladly still offer repair on your broken frame, simply contact us at (866) 633-
Please do not hesitate to contact us at the number listed above 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 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 resolvedI would like to add i'm still struggling with this extreme stress this has brought to me and the work I was forced to put into getting anything accomplished.
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 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,
*** ***
We apologize for the delay on the receipt of the gift certificates we were awaiting stock of the certificates.The certificates have been issued and you should receive in the mail the latest by the beginning of next week.Please feel free to contact us should you have any additional questions or concerns.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 ridiculous! At this point I wish no further correspondence from this company!
Regards,
*** ***
In regards to this
claim, if the consumer can bring the seat cushion cores directly to our
Distribution Center located in Rancho Bernardo we can offer to use our own shop
foam to replace the seat cushion cores
Roman","serif"">
If the consumer can
bring then in, we can certainly get them repaired within days to be able to
meet their July 31st deadline for their transfer
If the cushions are
brought to one of our outlining stores, unfortunately it will take a week and a
half to have the cores replaced and sent back to the store
If the customer would
like for us to use the shop foam, our Distribution Center hours are Monday
through Friday 10am-6pm, Saturday 10am-7pm and Sunday 11am-6pm
The consumers account
has been noted with this information
Should they have any
additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
In regards to this claim, all of the mattresses which are sold through Jerome's furniture have a warranty directly through the manufacturer
Unfortunately the manufacturer of the mattress in question went out of business several years ago
As a good faith gesture to the customer we will offer $
in gift certificates which can be used toward a future purchase
The gift certificates can be redeemed at any one of our showroom locations and are valid for one year from the issuance date
The certificates will be mailed to the address listed on the consumers claim
Should the consumer have any additional questions or concerns, they may simply contact us at *** ***
Sincerely,
Jerome's Furniture
In regards to this claim
the rails were already exchanged on August 24,
Unfortunately Jerome's
does not offer an extended warranty directly through us
Our warranty, at the
time of purchase, guarantees the merchandise to be free of any manufacturing
defects
which are reported within the first year from the original delivery date
This warranty covers the
cost of parts and labor
The consumer did
purchase the *** warranty for the sectional which was purchased on the
same order with the bed
We can gladly take care
of any manufacturing defects which are reported to us within the 1st year
The consumers current warranty with Jerome's is valid until July 11,
Should the consumer have
any additional questions or concerns, they may contact us directly at ***
Sincerely,
Jerome's Furniture
The consumer was contacted directly and we are re-ordering the seat cushion
As soon as the cushion has arrived in our Distribution Center, we will send out a technician to install the new part
Sincerely,
Jerome's Furniture