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
The mattress has something inside of it that myself and my care giver can also feel like some kind of coilI have had to purchase another mattress due to the fact I could not sleep one more night feeling the coils inside the mattressI know you state it is coil free but there is something inside of the memory foam that feels like I'm laying on coils.As I stated when I purchased the product from your salemen of my back surgeries and was assured of the comfort and quality would meet my needs for no pressure areas
Regards,
*** ***
Dear Mrs***, Thank you for reaching out to us. I apologize for the inconvenience which has occurred.The 3rd party OOPS policy, is through a company called Guardian. This warranty covers an array of one-time accidental
food and beverage stains.In order for the claim to be approved, Guardian must know when the incident occurred and what caused the stain.Due to the period of time which has passed, we are unable to have Guardian provide any alternatives on the table. We can gladly comply with your request for refund of the Guardian policy in the amount of $129.99.The information has been sent to the original store of purchase to process the refund.Should you have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094. Our customer care department is open daily from 6:am to 6:pm.Sincerely,Jerome's Furniture
In regards to this complaint, we can send out a driver as a good faith gesture to open the rug for the consumer.The consumer will need to contact us at *** *** to set up a day for a driver to go back to the residence We ask that the consumer set up an appointment on a day he will be at
the residence The customer can reach us at *** ***Sincerely,Jerome's Furniture
The customer was called directly in regards to the option which is available
The claim was resolved directly with the consumer
Thank you,
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.Please see the below string of e-mails as well the attachments that support fraud that the Customer Service Manager has just recently lied to the Revdex.com regarding. She claims that Jerome's has never seen the forged correspondence we received from *** which is untruthful because Jerome's is who submitted this forged and fraudulent documentation on their own behalf. Jerome's can't submit fraudulent information to *** *** just to avoid a chargeback-see attached. Please see the attached documentation I was able to procure from *** shows a copy and pasted invoice that has the SAME EXACT ORDER NUMBER, DATE AND TIME, CASHIER, SALESPERSON, AND TRANSACTION NUMBER! So how can they explain how TWO DIFFERENT transactions will contain the SAME EXACT information. They can't and won't!!! Someone in their offices forged this receipt in an attempt to avoid the chargeback for the defective couch they sold us and that constitutes fraud, period. When I subpoena the original documentation from Jerome's I can guarantee it won't match what we have.She also claims that Jerome's was not notified of the defective sofa within the year warranty period which again is a lie. We have correspondence in our possession where we reported this in and Jerome's dropped the ball and failed to meet their obligation as promised when they failed to have a technician come out and inspect the sofa back in 2013. She then also claimed that lotion or perfumes can cause peeling however not only do we not used those items, even if we did, the sections of the sofa where the peeling is occurring would not even come into contact with lotion or perfume as the part of the body that comes into contact with the sofa (i.e the seat of the pants or back of the shirt) does not even touch the sofa as it is covered by clothing. Who do you know that puts lotion or perfume on the seat of their pants or the back of the shirts? It is also not an environemental issue as they are trying to use an excuse because we have other furniture made of this same alleged "leather" and it is not peeling and it is a decade old. AT THE END OF THE DAY A QUALITY COUCH SHOULD NOT PEEL BY SIMPLY SITTING ON IT. It continues to peel, although it is now covered by a sheet which means no ones skin is coming into direct contact with the sofa (which it never was to begin with) which proves we are in no way at fault for the sofa peeling. Again Jerome's is grabbing for straws and quite frankly I am sick of the lies and excuses. They have committed fraud, sold me a defective sofa, and they have taken our money and think it is okay to try and stick us with a couch that isn't even worth $let alone $1,200. We will not stand for it. They are even failing at transparency as required by law by refusing to provide the person and place where service of the summons and complaint (when filed) can be performed
Regards,
*** ***
Dear Mr***,
We
appreciate you taking time out of your day to contact us and apologize for any inconvenience
which has occurred
After review of your account, the non-power glider
recliner in question was
a reselection from the original merchandise. The special order was delivered on October
11, 2016.
For the special order in question, there have been two
services requested under our year warranty for manufacturing defects
The part (seat cushion core) for the non-power glider
recliner has been received and a technician appointment is scheduled for
October 5,
Unfortunately we are unable to comply with your request
for refund. We understand your concern
and assure you the one year warranty is in place to cover any manufacturing
defects which may occur
In the case the technician is unable to complete the
repair we can gladly look into other alternative options at that time
Should you have any additional questions or concerns,
please do not hesitate to contact us at (866) 633-4094. Our delivery department is open daily from
6:00-12:am
Sincerely,
Jerome’s Furniture
In regards to this claim, the delivery fee of $has been refunded back to the customers finance account
The refund can take up to billing cycles to be reflected as credit
The concerns which the customer expressed have been addressed with our delivery personnel to try to prevent future
issues from occurring
Should the consumer have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
Thank you for the
additional information, as of now we are only able to offer the repairs, which
is what our warranty covers
Even if the issue was
reported right away this would still be covered under our warranty for parts, labor
and repairs
We can gladly still
extend the offer of repair to the consumer, which would indicate we are
fulfilling the consumer’s warranty
All of our warranty
information is listed on the back of the sales receipt and we do have our
consumers sign the back of the sales receipt at the time of purchase to verify
they are aware of what our warranty entails.
Should the consumer wish
to continue with the repairs, they may simply contact us at *** ***; our
Customer Care Department is open daily from 10am until 6pm
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,
*** ***
Dear ***,We appreciate you reaching out to us and apologize for any inconvenience. There are notes in the order indicating that you didn't want us to exchange out the chair so the order was cancelledIf you would like to reinstate the order please contact our support team at 866.633.4094.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
Jerome's response does not resolve my complaint. They've already replaced the cushions on the couch and they're worse than the originals. The cushions on the chair were also supposed to be "repaired" once the couch was completed. However, I did not have them pick the cushion to the chair because the "repair" they did to the couch is unacceptable. The cushions no longer fit the frame of the couch because they are now overstuffed. I will take this matter to small claims court.Regards,*** ***
For this claim we were in direct contact with the consumer We received the part and confirmed the part was received accurately
Customer requested for the part to be shipped to his residence, which he should receive next week
A message was left for the customer to call us back should he
need further assistance
Sincerely,
Jerome's Furniture
In regards to this claim, the consumer has been in contact with the Director of Consumer Experience.Should the consumer need further assistance we can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
for this claim the consumer was already contacted We unfortunately are unable to offer any type of refund, however, the parts have been ordered for her.Once the parts have arrived in October we will send a technician to install free of charge.Should the consumer need immediate assistance, we
can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
Dear *** ***
Thank you for reaching out to
us We would like to extend our apologies for the inconvenience you have
incurred
We assure you our
ultimate goal is to provide a pleasant shopping experience accompanied by
exceptional service
The original delivery
fee you have paid in the amount of $will be refunded back to the *** *** on file ending in ***
Credit Card refunds can
take 5-business days to reflect as an available credit
We will also extend free
delivery to you on your next purchase (a value up to $89.99) Your
account has been notated with this offer, which has no expiration date
Should you have any
additional questions or concerns, please feel free to contact us at *** ***
Sincerely,
Jerome's Furniture
In regards to this claim the delivery already occurred today January 29, The consumer was compensated for the issue which occurred.Should the consumer have any additional questions or concerns, he may simply contact us at (866) 633-4094.Sincerely,Jerome's Furniture
For this claim, we have e-mailed the customer directly to provide pictures of the current merchandise in the residence to see what options we will be able to provide
Sincerely,
Jerome's Furniture
Dear Mr[redacted],
","serif"">
Thank you for reaching out to us.
We apologize for the inconvenience which has occurred
The Guardian year OOPS protection plan, which
you opted to purchase, is through a 3rd party company called
Guardian. This warranty is not through
Jerome's and unfortunately we are unable to offer repairs based upon their
warranty
The table set in question, we are unable to
order any parts due to the status of the factory being out of business.
Since we are unable to order the part necessary
to repair the table and the part needed is not available in our warehouse we
are only able to offer you the option to reselect on the set
We do understand your frustration, however,
without the necessary part which would be obtained from the vendor we are
unable to comply with your request for repair
We can gladly still extend the offer for
reselection another weeks. The offer
for the reselection will be valid until May 11, 2016. After this date we will not be able to offer
this option on your account
The reselection will provide you credit of the
initial set to be used toward something else in the showroom. We can gladly offer you the full credit of
the Guardian Protection Plan which you initially paid as long as no claims have
been approved through the policy.
The offer of reselection is for equal or greater
value. Should you select something less
than the original pricing, the remaining balance would remain as store
credit. If you should select something
greater in value you would need to pay the difference in pricing
There will be no additional delivery fee. We will pithe table set in your residence
when your newly selected merchandise is delivered
Your account has been notated with the above
information
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
complaint, the morning of July 11, at 8:33am, a gentleman ([redacted] contacted our Customer Care Department to advise the delivery
needed to be in the afternoon and not during the original timeframe which was
provided
","serif"">
At that point we
contacted the delivery company's management to see if this is something we
could accommodate, per the consumers request
The delivery driver did
end up accommodating the consumer at the end of his route based upon the
conversation earlier in the morning with the consumer.
Unfortunately we are
unable to comply with the consumers request for refund of the delivery fee,
since the timeframe was altered based upon a request we had received directly
from them.
If the consumer should
have additional information or questions in regards to the request made, they
may simply contact us at [redacted]
Sincerely,
[redacted]
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
The mattress has something inside of it that myself and my care giver can also feel like some kind of coilI have had to purchase another mattress due to the fact I could not sleep one more night feeling the coils inside the mattressI know you state it is coil free but there is something inside of the memory foam that feels like I'm laying on coils.As I stated when I purchased the product from your salemen of my back surgeries and was assured of the comfort and quality would meet my needs for no pressure areas
Regards,
*** ***
Dear Mrs***, Thank you for reaching out to us. I apologize for the inconvenience which has occurred.The 3rd party OOPS policy, is through a company called Guardian. This warranty covers an array of one-time accidental
food and beverage stains.In order for the claim to be approved, Guardian must know when the incident occurred and what caused the stain.Due to the period of time which has passed, we are unable to have Guardian provide any alternatives on the table. We can gladly comply with your request for refund of the Guardian policy in the amount of $129.99.The information has been sent to the original store of purchase to process the refund.Should you have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094. Our customer care department is open daily from 6:am to 6:pm.Sincerely,Jerome's Furniture
In regards to this complaint, we can send out a driver as a good faith gesture to open the rug for the consumer.The consumer will need to contact us at *** *** to set up a day for a driver to go back to the residence We ask that the consumer set up an appointment on a day he will be at
the residence The customer can reach us at *** ***Sincerely,Jerome's Furniture
The customer was called directly in regards to the option which is available
The claim was resolved directly with the consumer
Thank you,
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.Please see the below string of e-mails as well the attachments that support fraud that the Customer Service Manager has just recently lied to the Revdex.com regarding. She claims that Jerome's has never seen the forged correspondence we received from *** which is untruthful because Jerome's is who submitted this forged and fraudulent documentation on their own behalf. Jerome's can't submit fraudulent information to *** *** just to avoid a chargeback-see attached. Please see the attached documentation I was able to procure from *** shows a copy and pasted invoice that has the SAME EXACT ORDER NUMBER, DATE AND TIME, CASHIER, SALESPERSON, AND TRANSACTION NUMBER! So how can they explain how TWO DIFFERENT transactions will contain the SAME EXACT information. They can't and won't!!! Someone in their offices forged this receipt in an attempt to avoid the chargeback for the defective couch they sold us and that constitutes fraud, period. When I subpoena the original documentation from Jerome's I can guarantee it won't match what we have.She also claims that Jerome's was not notified of the defective sofa within the year warranty period which again is a lie. We have correspondence in our possession where we reported this in and Jerome's dropped the ball and failed to meet their obligation as promised when they failed to have a technician come out and inspect the sofa back in 2013. She then also claimed that lotion or perfumes can cause peeling however not only do we not used those items, even if we did, the sections of the sofa where the peeling is occurring would not even come into contact with lotion or perfume as the part of the body that comes into contact with the sofa (i.e the seat of the pants or back of the shirt) does not even touch the sofa as it is covered by clothing. Who do you know that puts lotion or perfume on the seat of their pants or the back of the shirts? It is also not an environemental issue as they are trying to use an excuse because we have other furniture made of this same alleged "leather" and it is not peeling and it is a decade old. AT THE END OF THE DAY A QUALITY COUCH SHOULD NOT PEEL BY SIMPLY SITTING ON IT. It continues to peel, although it is now covered by a sheet which means no ones skin is coming into direct contact with the sofa (which it never was to begin with) which proves we are in no way at fault for the sofa peeling. Again Jerome's is grabbing for straws and quite frankly I am sick of the lies and excuses. They have committed fraud, sold me a defective sofa, and they have taken our money and think it is okay to try and stick us with a couch that isn't even worth $let alone $1,200. We will not stand for it. They are even failing at transparency as required by law by refusing to provide the person and place where service of the summons and complaint (when filed) can be performed
Regards,
*** ***
Dear Mr***,
We
appreciate you taking time out of your day to contact us and apologize for any inconvenience
which has occurred
After review of your account, the non-power glider
recliner in question was
a reselection from the original merchandise. The special order was delivered on October
11, 2016.
For the special order in question, there have been two
services requested under our year warranty for manufacturing defects
The part (seat cushion core) for the non-power glider
recliner has been received and a technician appointment is scheduled for
October 5,
Unfortunately we are unable to comply with your request
for refund. We understand your concern
and assure you the one year warranty is in place to cover any manufacturing
defects which may occur
In the case the technician is unable to complete the
repair we can gladly look into other alternative options at that time
Should you have any additional questions or concerns,
please do not hesitate to contact us at (866) 633-4094. Our delivery department is open daily from
6:00-12:am
Sincerely,
Jerome’s Furniture
In regards to this claim, the delivery fee of $has been refunded back to the customers finance account
The refund can take up to billing cycles to be reflected as credit
The concerns which the customer expressed have been addressed with our delivery personnel to try to prevent future
issues from occurring
Should the consumer have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
Thank you for the
additional information, as of now we are only able to offer the repairs, which
is what our warranty covers
Even if the issue was
reported right away this would still be covered under our warranty for parts, labor
and repairs
We can gladly still
extend the offer of repair to the consumer, which would indicate we are
fulfilling the consumer’s warranty
All of our warranty
information is listed on the back of the sales receipt and we do have our
consumers sign the back of the sales receipt at the time of purchase to verify
they are aware of what our warranty entails.
Should the consumer wish
to continue with the repairs, they may simply contact us at *** ***; our
Customer Care Department is open daily from 10am until 6pm
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,
*** ***
Hello,
I called the customer and lelft a msg to call me back, I have two options to provide to the customer
Thanks!
Dear ***,We appreciate you reaching out to us and apologize for any inconvenience. There are notes in the order indicating that you didn't want us to exchange out the chair so the order was cancelledIf you would like to reinstate the order please contact our support team at 866.633.4094.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
Jerome's response does not resolve my complaint. They've already replaced the cushions on the couch and they're worse than the originals. The cushions on the chair were also supposed to be "repaired" once the couch was completed. However, I did not have them pick the cushion to the chair because the "repair" they did to the couch is unacceptable. The cushions no longer fit the frame of the couch because they are now overstuffed. I will take this matter to small claims court.Regards,*** ***
For this claim we were in direct contact with the consumer We received the part and confirmed the part was received accurately
Customer requested for the part to be shipped to his residence, which he should receive next week
A message was left for the customer to call us back should he
need further assistance
Sincerely,
Jerome's Furniture
In regards to this claim, the consumer has been in contact with the Director of Consumer Experience.Should the consumer need further assistance we can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
for this claim the consumer was already contacted We unfortunately are unable to offer any type of refund, however, the parts have been ordered for her.Once the parts have arrived in October we will send a technician to install free of charge.Should the consumer need immediate assistance, we
can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
Dear *** ***
Thank you for reaching out to
us We would like to extend our apologies for the inconvenience you have
incurred
We assure you our
ultimate goal is to provide a pleasant shopping experience accompanied by
exceptional service
The original delivery
fee you have paid in the amount of $will be refunded back to the *** *** on file ending in ***
Credit Card refunds can
take 5-business days to reflect as an available credit
We will also extend free
delivery to you on your next purchase (a value up to $89.99) Your
account has been notated with this offer, which has no expiration date
Should you have any
additional questions or concerns, please feel free to contact us at *** ***
Sincerely,
Jerome's Furniture
In regards to this claim the delivery already occurred today January 29, The consumer was compensated for the issue which occurred.Should the consumer have any additional questions or concerns, he may simply contact us at (866) 633-4094.Sincerely,Jerome's Furniture
For this claim, we have e-mailed the customer directly to provide pictures of the current merchandise in the residence to see what options we will be able to provide
Sincerely,
Jerome's Furniture
Dear Mr[redacted],
","serif"">
Thank you for reaching out to us.
We apologize for the inconvenience which has occurred
The Guardian year OOPS protection plan, which
you opted to purchase, is through a 3rd party company called
Guardian. This warranty is not through
Jerome's and unfortunately we are unable to offer repairs based upon their
warranty
The table set in question, we are unable to
order any parts due to the status of the factory being out of business.
Since we are unable to order the part necessary
to repair the table and the part needed is not available in our warehouse we
are only able to offer you the option to reselect on the set
We do understand your frustration, however,
without the necessary part which would be obtained from the vendor we are
unable to comply with your request for repair
We can gladly still extend the offer for
reselection another weeks. The offer
for the reselection will be valid until May 11, 2016. After this date we will not be able to offer
this option on your account
The reselection will provide you credit of the
initial set to be used toward something else in the showroom. We can gladly offer you the full credit of
the Guardian Protection Plan which you initially paid as long as no claims have
been approved through the policy.
The offer of reselection is for equal or greater
value. Should you select something less
than the original pricing, the remaining balance would remain as store
credit. If you should select something
greater in value you would need to pay the difference in pricing
There will be no additional delivery fee. We will pithe table set in your residence
when your newly selected merchandise is delivered
Your account has been notated with the above
information
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
complaint, the morning of July 11, at 8:33am, a gentleman ([redacted] contacted our Customer Care Department to advise the delivery
needed to be in the afternoon and not during the original timeframe which was
provided
","serif"">
At that point we
contacted the delivery company's management to see if this is something we
could accommodate, per the consumers request
The delivery driver did
end up accommodating the consumer at the end of his route based upon the
conversation earlier in the morning with the consumer.
Unfortunately we are
unable to comply with the consumers request for refund of the delivery fee,
since the timeframe was altered based upon a request we had received directly
from them.
If the consumer should
have additional information or questions in regards to the request made, they
may simply contact us at [redacted]
Sincerely,
[redacted]
Customer Care Manager