Dear [redacted] Thank you for reaching out to us We apologize for any inconvenience which may have occurred After review of your account, the table in question was delivered in November The table has been in the residence for over a year and unfortunately we are unable to offer any options except ordering the part If this possibly would have been reported within days from the original delivery date, we may have possibly been able to offer an alternative option in lieu of ordering the part We will contact the manufacturer to see if there is a rush they can place on the base Once we have received your part, we will contact you to schedule a convenient appointment for the part to be installed Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, Jerome's Furniture
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Jeromes response is the same response I have been getting from their customer service since July 2015, claiming they have issued a refund, which is untrue .I have contacted [redacted] bank on separate occasions most recently last week , and they say there is "NO credit credit/refund showing from Jerome's furniture"towards my account it's now been months since the return! That's unacceptable ,and if not removed soon I will incurr full interest from date of purchase on that balance because the " month no interest " will expireRegards, [redacted]
Dear [redacted] Thank you for reaching out to us At the time of purchase, all mattresses come with a warranty directly through the manufacturer This warranty guarantees the mattress to be free of manufacturing/structural defects according to the guidelines set forth in the warranty guideline for the manufacturer With all mattress purchases, it can take several months for the mattress to achieve the maximum level of comfort which you are seeking We also recommend to rotate the mattress every month to allow for the mattress to evenly break in We understand and apologize for any miscommunication Unfortunately we are unable to comply with your request for a refund on this mattress You, do, however have the warranty through the manufacturer Should you notice any structural defects, please do not hesitate to contact us at (866) 633-and we can gladly send out the manufacturer approved inspection company to review the mattress in your residence Sincerely, Jerome's Furniture
In regards to this claim, the refund was overnighted to the consumer last week The consumer should have received the refund check in question Should the consumer have any additional questions or concerns, they may simply contact us at [redacted] Sincerely, Jerome's Furniture
[redacted] is my case number I just want to let you know that Jerome's has come to my home and fixed the problem with my bedThank you very much Revdex.com for your quick help in this situationI would like the complaint to be removed from this company If there is anything else I need to do please let me know Thanks again [redacted] ***
Dear [redacted] Thank you for providing us with additional information, we understand your frustration Our warranty is for parts and repairs and guarantees your merchandise to be free of manufacturing defects if reported within the 1st year from the original delivery/pidate We will try to expedite your part as quickly as possible, however, since this was the first incident which was reported on this particular item we are unable to provide further options Once your parts have been received we will contact you to schedule a technician appointment Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
For this claim, the consumer already spoke with a member of management for web sales and the merchandise was picked-up.Should the consumer have any additional questions, we can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [We have spoken with various managers at your store and they all provided different answers regarding the disposition of this issueFirst, the separate foundation frames continue to move despite the fact they were secured with the velcro straps you providedSecond, The "high quality mattresses" that are still wrapped in the casing we were required to purchase are clearly not of the quality promised by the "bedding expert" who sold us on the bedThe quality of the bed and the caliber of customer service has become very evident throughout this transaction and it would benefit your company and us if we could part ways as amicably as possibleI will accept a credit of $(cost of mattresses minus your 20% fine,) and a refund of $the (cost of the foundations minus your 20% fee) plus cost of the Year Furniture Protection and Mattress protection covers TOTAL $Returned, and in turn we will return all items and accessories we were required to buyThis will allow you make a profit off of us, however unfair, while we will not be required to maintain a relationship with your company regarding any mattress in the futureWe have made several purchases of other furniture and have never experienced this poor quality of service or productI do not feel we should be fined for being misled and then punished by having to by the same mattress in the size your company requiresWe purchased different comfort levels because we were led to believe that it would provide a stable, comfortable bedNowhere on your sales floor or website does it indicate that anyone who wished to purchase a "Cal King" would be purchasing two twin mattresses set up side by side] Total monetary loss to us will be $ Regards, [redacted]
Dear [redacted] Thank you for taking time to provide us with the additional information We do understand your concerns; however, this mattress is guaranteed to be coil free There is actual foam in the mattress; there is a possibility that what you are feeling is the actual foam components The inspection company also verified that this mattress was tagged correctly from the manufacturer We apologize, however, since there are no manufacturing defects which were confirmed via the inspection company and as such the manufacturer is unable to provide any options on the mattress In the future, if you do believe there is a defect, we can gladly re-send the inspection company to review the mattress again under the manufacturer’s warranty Please feel free to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
Dear Mr***, 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, 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
For this claim, the hutch was exchanged on April 23, We will comply with the consumer's request to refund back the delivery fee in the amount of $ Credit Card refunds can take 5-business days to be reflected as an available credit We apologize for the inconvenience Should the consumer have any additional questions or concerns, they may simply contact us at [redacted] Sincerely, Jerome's Furniture
In regards to this claim, the sectional in question was delivered on June 27, At the time of purchase the sectional came with a warranty directly through Jerome's This warranty guarantees the merchandise to be free of manufacturing defects, if they are reported within the first year from the original delivery date Our warranty covers the cost of parts and repairs only The one year warranty on the sectional expired on June 27, Our upper management attempted numerous times to reach the consumer with no success Unfortunately the issue which has been reported, peeling and flaking, is not considered a manufacturing defect Peeling and flaking of leather can occur from everyday occurrence such as exposed to sunlight, natural body oils, lotions, hairsprays or cleaners which are used The pictures were reviewed and we have confirmed that even if reported within the 1st year the claim would not have been covered under our year warranty We do understand the consumer’s frustration; however, we are unable to comply with the consumers request for refund We have gone above and beyond our warranty by offering the $ in gift certificates which can be used toward a future purchase The offer of the gift certificates is valid until August 17, 2015, should the consumer wish to still take advantage of this offer Our finance department is fully aware of the consumers claim; however, we have not received additional correspondence from [redacted] We can gladly review any additional documentation which may be sent from Synchrony in regards to the consumers account Should the consumer have any additional questions or concerns, our customer care department can be reached at ( [redacted] Sincerely, [redacted] Customer Care Manager
Dear Mr***, We appreciate you reaching out to us to notify us of your recent delivery experience and apologize for the inconvenience which has occurred We assure you the situation which has occurred has been addressed with our delivery company to ensure a similar situation does not occur with our delivery team members Measures have also been taken to ensure our delivery team members have the proper identification needed, at all times, to have access to our local military bases For the inconvenience which occurred the original delivery fee of $was refunded to the original method of payment on August 3, We apologize once again for the delivery experience which occurred Please do not hesitate to contact us at (866) 633-should you have any additional questions or concerns Our delivery department is open daily from 6:00-12:am Sincerely, Jerome's Furniture Warehouse
In regards to this complaint, we apologize to the consumer; however our warranty is only for parts and repair We do not offer replacement and unfortunately we do not have a period for repairs Most of our parts are shipped from overseas and can take up to weeks to receive We currently still have the part available in our warehouse and can gladly have this installed The consumer would simply need to contact us back at [redacted] to schedule the technician appointment Sincerely, Jerome's Furniture
The store of purchase is contacting the consumer in regards to the Love It! guarantee which is offered in the store location.Should the consumer need additional assistance we can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below[redacted] has once again not contacted me per the email Revdex.com response by Jerome a couple weeks agoThis is a recurring theme since the incident on 4/23/and reason I have made a Revdex.com complaint, no one is taking responsibility I have yet to hear from any one from [redacted] on this situation and awaiting communication as stated by the Jerome's rep I will continue to contact Jeromes until [redacted] respondsIf this is not settled by the end of July, I will have no other option than to seek legal action against both Jeromes and [redacted] I will await communication from [redacted] Regards, [redacted]
Dear [redacted] Thank you for the additional information We apologize for any miscommunication The OOPS protection policy would have been e-mailed by [redacted] directly Unfortunately Jerome's does not provide your direct policy information, since this has to come from the company in which your warranty is under To request a copy of the [redacted] policy, simply contact them directly at [redacted] We understand your frustration The issue which you are reporting is outside of our warranty for repairs Per our original correspondence we did send the technician out as a one-time best effort repair, since the incident was reported outside of our warranty We can gladly offer a secondary repair which would also be on a one-time best effort repair basis Should you wish for us to send out a secondary technician, please feel free to contact our Customer Care Department at [redacted] Sincerely, Jerome's Furniture
Hello,I spoke to the customer this evening and apologized for the inconvenience of the delivery issuesWe refunded the customers delivery fee on 10/ I offered to refund the customer an additional off the order as well as free delivery and a 5% discount on a future purchaseCustomer is happy and taken care of.Thank you!
For this claim, the special order arrived in our warehouse and the consumer is being contacted directly to schedule a convenient delivery date The delivery fee was also refunded due to the inconvenience Should you have additional questions, please feel free to contact us at *** [redacted] Sincerely, Jerome's Furniture
Dear [redacted] Thank you for reaching out to us We apologize for any inconvenience which may have occurred After review of your account, the table in question was delivered in November The table has been in the residence for over a year and unfortunately we are unable to offer any options except ordering the part If this possibly would have been reported within days from the original delivery date, we may have possibly been able to offer an alternative option in lieu of ordering the part We will contact the manufacturer to see if there is a rush they can place on the base Once we have received your part, we will contact you to schedule a convenient appointment for the part to be installed Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, Jerome's Furniture
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Jeromes response is the same response I have been getting from their customer service since July 2015, claiming they have issued a refund, which is untrue .I have contacted [redacted] bank on separate occasions most recently last week , and they say there is "NO credit credit/refund showing from Jerome's furniture"towards my account it's now been months since the return! That's unacceptable ,and if not removed soon I will incurr full interest from date of purchase on that balance because the " month no interest " will expireRegards, [redacted]
Dear [redacted] Thank you for reaching out to us At the time of purchase, all mattresses come with a warranty directly through the manufacturer This warranty guarantees the mattress to be free of manufacturing/structural defects according to the guidelines set forth in the warranty guideline for the manufacturer With all mattress purchases, it can take several months for the mattress to achieve the maximum level of comfort which you are seeking We also recommend to rotate the mattress every month to allow for the mattress to evenly break in We understand and apologize for any miscommunication Unfortunately we are unable to comply with your request for a refund on this mattress You, do, however have the warranty through the manufacturer Should you notice any structural defects, please do not hesitate to contact us at (866) 633-and we can gladly send out the manufacturer approved inspection company to review the mattress in your residence Sincerely, Jerome's Furniture
In regards to this claim, the refund was overnighted to the consumer last week The consumer should have received the refund check in question Should the consumer have any additional questions or concerns, they may simply contact us at [redacted] Sincerely, Jerome's Furniture
[redacted] is my case number I just want to let you know that Jerome's has come to my home and fixed the problem with my bedThank you very much Revdex.com for your quick help in this situationI would like the complaint to be removed from this company If there is anything else I need to do please let me know Thanks again [redacted] ***
Dear [redacted] Thank you for providing us with additional information, we understand your frustration Our warranty is for parts and repairs and guarantees your merchandise to be free of manufacturing defects if reported within the 1st year from the original delivery/pidate We will try to expedite your part as quickly as possible, however, since this was the first incident which was reported on this particular item we are unable to provide further options Once your parts have been received we will contact you to schedule a technician appointment Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
For this claim, the consumer already spoke with a member of management for web sales and the merchandise was picked-up.Should the consumer have any additional questions, we can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [We have spoken with various managers at your store and they all provided different answers regarding the disposition of this issueFirst, the separate foundation frames continue to move despite the fact they were secured with the velcro straps you providedSecond, The "high quality mattresses" that are still wrapped in the casing we were required to purchase are clearly not of the quality promised by the "bedding expert" who sold us on the bedThe quality of the bed and the caliber of customer service has become very evident throughout this transaction and it would benefit your company and us if we could part ways as amicably as possibleI will accept a credit of $(cost of mattresses minus your 20% fine,) and a refund of $the (cost of the foundations minus your 20% fee) plus cost of the Year Furniture Protection and Mattress protection covers TOTAL $Returned, and in turn we will return all items and accessories we were required to buyThis will allow you make a profit off of us, however unfair, while we will not be required to maintain a relationship with your company regarding any mattress in the futureWe have made several purchases of other furniture and have never experienced this poor quality of service or productI do not feel we should be fined for being misled and then punished by having to by the same mattress in the size your company requiresWe purchased different comfort levels because we were led to believe that it would provide a stable, comfortable bedNowhere on your sales floor or website does it indicate that anyone who wished to purchase a "Cal King" would be purchasing two twin mattresses set up side by side] Total monetary loss to us will be $ Regards, [redacted]
Dear [redacted] Thank you for taking time to provide us with the additional information We do understand your concerns; however, this mattress is guaranteed to be coil free There is actual foam in the mattress; there is a possibility that what you are feeling is the actual foam components The inspection company also verified that this mattress was tagged correctly from the manufacturer We apologize, however, since there are no manufacturing defects which were confirmed via the inspection company and as such the manufacturer is unable to provide any options on the mattress In the future, if you do believe there is a defect, we can gladly re-send the inspection company to review the mattress again under the manufacturer’s warranty Please feel free to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
Dear Mr***, 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, 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
For this claim, the hutch was exchanged on April 23, We will comply with the consumer's request to refund back the delivery fee in the amount of $ Credit Card refunds can take 5-business days to be reflected as an available credit We apologize for the inconvenience Should the consumer have any additional questions or concerns, they may simply contact us at [redacted] Sincerely, Jerome's Furniture
In regards to this claim, the sectional in question was delivered on June 27, At the time of purchase the sectional came with a warranty directly through Jerome's This warranty guarantees the merchandise to be free of manufacturing defects, if they are reported within the first year from the original delivery date Our warranty covers the cost of parts and repairs only The one year warranty on the sectional expired on June 27, Our upper management attempted numerous times to reach the consumer with no success Unfortunately the issue which has been reported, peeling and flaking, is not considered a manufacturing defect Peeling and flaking of leather can occur from everyday occurrence such as exposed to sunlight, natural body oils, lotions, hairsprays or cleaners which are used The pictures were reviewed and we have confirmed that even if reported within the 1st year the claim would not have been covered under our year warranty We do understand the consumer’s frustration; however, we are unable to comply with the consumers request for refund We have gone above and beyond our warranty by offering the $ in gift certificates which can be used toward a future purchase The offer of the gift certificates is valid until August 17, 2015, should the consumer wish to still take advantage of this offer Our finance department is fully aware of the consumers claim; however, we have not received additional correspondence from [redacted] We can gladly review any additional documentation which may be sent from Synchrony in regards to the consumers account Should the consumer have any additional questions or concerns, our customer care department can be reached at ( [redacted] Sincerely, [redacted] Customer Care Manager
Dear Mr***, We appreciate you reaching out to us to notify us of your recent delivery experience and apologize for the inconvenience which has occurred We assure you the situation which has occurred has been addressed with our delivery company to ensure a similar situation does not occur with our delivery team members Measures have also been taken to ensure our delivery team members have the proper identification needed, at all times, to have access to our local military bases For the inconvenience which occurred the original delivery fee of $was refunded to the original method of payment on August 3, We apologize once again for the delivery experience which occurred Please do not hesitate to contact us at (866) 633-should you have any additional questions or concerns Our delivery department is open daily from 6:00-12:am Sincerely, Jerome's Furniture Warehouse
In regards to this complaint, we apologize to the consumer; however our warranty is only for parts and repair We do not offer replacement and unfortunately we do not have a period for repairs Most of our parts are shipped from overseas and can take up to weeks to receive We currently still have the part available in our warehouse and can gladly have this installed The consumer would simply need to contact us back at [redacted] to schedule the technician appointment Sincerely, Jerome's Furniture
The store of purchase is contacting the consumer in regards to the Love It! guarantee which is offered in the store location.Should the consumer need additional assistance we can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below[redacted] has once again not contacted me per the email Revdex.com response by Jerome a couple weeks agoThis is a recurring theme since the incident on 4/23/and reason I have made a Revdex.com complaint, no one is taking responsibility I have yet to hear from any one from [redacted] on this situation and awaiting communication as stated by the Jerome's rep I will continue to contact Jeromes until [redacted] respondsIf this is not settled by the end of July, I will have no other option than to seek legal action against both Jeromes and [redacted] I will await communication from [redacted] Regards, [redacted]
Dear [redacted] Thank you for the additional information We apologize for any miscommunication The OOPS protection policy would have been e-mailed by [redacted] directly Unfortunately Jerome's does not provide your direct policy information, since this has to come from the company in which your warranty is under To request a copy of the [redacted] policy, simply contact them directly at [redacted] We understand your frustration The issue which you are reporting is outside of our warranty for repairs Per our original correspondence we did send the technician out as a one-time best effort repair, since the incident was reported outside of our warranty We can gladly offer a secondary repair which would also be on a one-time best effort repair basis Should you wish for us to send out a secondary technician, please feel free to contact our Customer Care Department at [redacted] Sincerely, Jerome's Furniture
The consumer was contacted directly and the claim was resolved Please let us know should you need further information Sincerely, Jerome's Furniture
Hello,I spoke to the customer this evening and apologized for the inconvenience of the delivery issuesWe refunded the customers delivery fee on 10/ I offered to refund the customer an additional off the order as well as free delivery and a 5% discount on a future purchaseCustomer is happy and taken care of.Thank you!
For this claim, the special order arrived in our warehouse and the consumer is being contacted directly to schedule a convenient delivery date The delivery fee was also refunded due to the inconvenience Should you have additional questions, please feel free to contact us at *** [redacted] Sincerely, Jerome's Furniture