Dear [redacted] Thank you for providing us with the additional information We can send another technician out to your residence to re-inspect the merchandise for a 2nd opinion If this technician should deem this is a seam separation we can gladly honor the one-year warranty Should the outcome of the inspection be the same, the offer to meet you half way with the part would still be valid We offer appointments in your area days a week; the next available appointment is currently available for Saturday February 27, Please contact us at [redacted] and we can gladly schedule your appointment You service reference number is [redacted] Should you have any additional questions or concerns, please do not hesitate to contact us at the number listed above 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 From: Ale [redacted] Date: Thu, Jul 28, at 8:AMSubject: Complaint # [redacted] against Jerome's FurnitureTo: [redacted] Cc: [redacted] Hello, My complaint, captioned above, was closed because Jerome's Furniture contacted me and offered to send me four new wheelsI haven't heard a word from them since! What can I do nowPlease advise Regards, [redacted]
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.Regards, [redacted]
Dear Mr [redacted] , Thank you for reaching out to us We apologize for the inconvenience which has occurred After review of your account you spoke with management in our service center in regards to the issue which occurred Once you brought this issue to our attention a new mattress was delivered to your residence the same day For the inconvenience of waiting for an additional delivery, the delivery fee of $was refunded along with 10% off the cost of the mattress Our deliveries are delivered by a 3rd party company and this situation was addressed with the company the same day you contacted us Unfortunately the law labels can fall off at any time, which does not indicate they were removed purposefully at the time of delivery We understand your concern and assure you this issue was addressed with our delivery company to prevent similar situations from occurring in the future We unfortunately we be unable to comply with your request for additional compensation since compensation was already provided Should you need further assistance or have any additional questions or concerns, please do not hesitate to contact us at (866) 633- Sincerely, Jerome's Furniture
Dear [redacted] Thank you for providing us with the additional information We apologize for any confusion which has occurred We are currently in contact with [redacted] to find out if they are able to process a pro-rated refund or if they will authorize Jerome's to refund the pro-rated amount Unfortunately the policy is unable to be refunded in full, since it is past the grace period which is offered to provide a full refund We will be in contact with you directly once we have a clear answer from [redacted] , which should be by the beginning of next week Should you have any additional questions or concerns, please feel free to contact us at [redacted] Sincerely, Jerome's Furniture
In regards to this claim, the consumer did not provide any additional information which required a response The information the consumer provided was intended for the Revdex.com to indicate she would follow up in a few months if she did not see the resolution which was agreed upon Please let me know if you need any further information Thank you, Jerome's Furniture
In regards to this claim, we apologize for the inconvenience which has occurred Unfortunately the manufacturer is no longer producing this fabric and as such the special order cannot be replaced We have already provided the consumer $for the inconvenience which has been refunded based upon their initial method of payment We did offer to replace the special order; however, since it is no longer available from the manufacturer we are unable to provide replacement Here are the final options which we can provide the consumer: 1) We can offer full refund of the special order loveseat + full price of the [redacted] extended warranty (the extended warranty is actually through a 3rd party carrier not Jerome's) 2) We can offer the customer a 15% discount on a new selection The way the reselection works is the customer would have full credit of the amount they paid for the special order loveseat in question + the applicate [redacted] warranty Whichever new item is selected we will provide a 15% discount off the retail price If the pricing after this discount is over the available amount of credit the consumer would be responsible to pay the difference in pricing Once a new selection has been picked out we would pithe special order loveseat from the consumer’s residence and deliver the new selection (as long as it's not a Jerry's Blooper item) 3) The final option is the consumer can keep the special order loveseat with an additional $off the price of the item This would void their warranty through Jerome’s for any manufacturing defects, since the unit would be kept as is The above options are valid until October 21, After this date we will be unable to offer any of the options above The consumer will simply need to contact us at ( [redacted] to indicate which option they would like to select Sincerely, Jerome's Furniture
Dear [redacted] Thank you for reaching out to us We apologize for the inconvenience which has occurred After review of your account the special order was delivered on April 7, We understand your frustration For the inconvenience $will be refunded onto the [redacted] card on file Credit card refunds can take up to business days to reflect as an available credit Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
Dear Mrs [redacted] , Thank you for reaching out to us We apologize for any inconvenience which has occurred.After review of your account, the original merchandise was delivered on November 6, The original merchandise which was selected was never exchanged for the same product.Two reselections have occurred (where other merchandise was selected) on March 14, and again on August 6, 2017.A technician visited your residence on December 13, but at this time we were notified that you were denying repairs.At this time we can offer an exchange of the sofa (warranty is for service and parts), however, we are unable to comply with your request for refund.Should you wish to proceed with either the repairs or exchange, please feel free to contact us at (866) 633- Our service department is open daily from 6:am to 7:pm.Sincerely,Jerome's Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
I have forwarded the additional information which has been provided to [redacted] [redacted] has advised that this claim has gone to the contractors insurance and they will be following up with the consumer directly.Unfortunately, Jerome's is unable to intercede with this claim since it was made by a 3rd party and not by personnel directly from Jerome's.We will keep in contact with [redacted] to ensure they contact the consumer.Sincerely,Jerome's Furniture
Dear [redacted] Thank you for reaching out to us; we apologize for any inconvenience which has occurred After review of your account, the technician visited your home on October 10, At the time of the inspection, the technician confirmed that the frame did need to be replaced and a part order was arranged through the vendor All of our parts are estimated to be received within 10-weeks, however, this time can change since most of our parts are shipped from overseas We apologize once again for any inconvenience We are currently in contact with the vendor for a better estimated time of arrival for your part to be received A Customer Care Representative will contact you within the next hours Should you have any additional questions or concerns, please do not hesitate to contact us at ( [redacted] Sincerely, Jerome's Furniture
In regards to this complaint, we contacted and left a message for the customer directly to discuss the option available Please have the consumer contact us back at [redacted] Sincerely, [redacted] Customer Care Manager
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.The sofa was sold as 100% leatherThe receipt states itI cannot trust that another purchase thru Jerome's would be 100% leatherJerome's does not sell a sofa that meets my needs therefore I think I am due the entire amount of my purchase order # [redacted] (I will have to buy a new chair to match)]Regards, [redacted]
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 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
Dear [redacted] Thank you for providing us the additional information The response was provided to the Revdex.com November 2, 2015; however it can take up to weeks for you to receive the actual gift certificates in the mail They are scheduled to be issued this week and you should receive the beginning of next week Please feel free to contact us should you have any additional questions or concerns Sincerely, Jerome's Furniture
Dear [redacted] Thank you for reaching out to us We apologize for any miscommunication which has occurred The OOPS warranty is a 3rd party warranty through Guardian and covers an array of one-time accidental stains and damages In order for a claim to be processed Guardian must have specific on the actual damage and when it occurred to verify your coverage under their warranty Guardian was contacted in regards to your claim and they notified us that the claim had to be closed since they were awaiting specific on what the stain was and how it occurred The claim was closed since no additional information was provided We understand your frustration, however, since the warranty is through Guardian directly, Jerome's is unable to provide approvals or refunds on the policy Should you like to request a refund of the warranty, you can simply contact Guardian directly with this request Once they have confirmed that no repairs have been made under their warranty they can process a pro-rated refund In the case you have any additional questions or concerns, please do not hesitate to contact us at (866) 633- Our service department is open daily from 6:am until 6: pm 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 It appears that Jerome’s has a delay period in responding to Revdex.com Claim I sent [redacted] an email on February, for which a response has yet to be received as of February In summary I communicated my awareness of Jerome’s warranty on the back of the sales receipt but also noted that this is not the only warranty protection I have available I communicated that their own [redacted] City Attorney’s Office has a very informative newsletter on warranty rights under state law and again requested that they reconsider my request for refund or replacement in light of this information and I hope they will respond favorably I also attached a copy of the City Attorney’s Office newsletter to the email with my request Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
Dear [redacted] Thank you for reaching out to us We apologize for any miscommunication which has occurred Our lead technician, ***, inspected the dresser in your daughter's residence on December 3, The damage to the dresser included a large area on the bottom right side trim which was missing, possibly trauma which occurred to the right side panel as well as a large crack on the right side top trim, which appears to be roughly 2-3" in length The dresser in question was delivered on July 14, We understand your frustration, however, the damages which are currently on the dresser would not be considered manufacturing defects The pictures which the technician took during his visit are attached to the response as well Our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date It is at Jerome's sole discretion to determine what will be covered as a manufacturing defect; all cracks have to reported within days from the original delivery date, since cracking is not considered a manufacturing defect The extended year warranty, which you opted to purchase, does cover an array of one-time accidental stains and damages [redacted] does allow a day grace period for damages to be reported Unfortunately we are unable to comply with your request for replacement on the dresser in question Should you have any additional questions or concerns, please do not hesitate to contact us at ( [redacted] Sincerely, Jerome's Furniture
Dear [redacted] Thank you for providing us with the additional information We can send another technician out to your residence to re-inspect the merchandise for a 2nd opinion If this technician should deem this is a seam separation we can gladly honor the one-year warranty Should the outcome of the inspection be the same, the offer to meet you half way with the part would still be valid We offer appointments in your area days a week; the next available appointment is currently available for Saturday February 27, Please contact us at [redacted] and we can gladly schedule your appointment You service reference number is [redacted] Should you have any additional questions or concerns, please do not hesitate to contact us at the number listed above 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 From: Ale [redacted] Date: Thu, Jul 28, at 8:AMSubject: Complaint # [redacted] against Jerome's FurnitureTo: [redacted] Cc: [redacted] Hello, My complaint, captioned above, was closed because Jerome's Furniture contacted me and offered to send me four new wheelsI haven't heard a word from them since! What can I do nowPlease advise Regards, [redacted]
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.Regards, [redacted]
Dear Mr [redacted] , Thank you for reaching out to us We apologize for the inconvenience which has occurred After review of your account you spoke with management in our service center in regards to the issue which occurred Once you brought this issue to our attention a new mattress was delivered to your residence the same day For the inconvenience of waiting for an additional delivery, the delivery fee of $was refunded along with 10% off the cost of the mattress Our deliveries are delivered by a 3rd party company and this situation was addressed with the company the same day you contacted us Unfortunately the law labels can fall off at any time, which does not indicate they were removed purposefully at the time of delivery We understand your concern and assure you this issue was addressed with our delivery company to prevent similar situations from occurring in the future We unfortunately we be unable to comply with your request for additional compensation since compensation was already provided Should you need further assistance or have any additional questions or concerns, please do not hesitate to contact us at (866) 633- Sincerely, Jerome's Furniture
Dear [redacted] Thank you for providing us with the additional information We apologize for any confusion which has occurred We are currently in contact with [redacted] to find out if they are able to process a pro-rated refund or if they will authorize Jerome's to refund the pro-rated amount Unfortunately the policy is unable to be refunded in full, since it is past the grace period which is offered to provide a full refund We will be in contact with you directly once we have a clear answer from [redacted] , which should be by the beginning of next week Should you have any additional questions or concerns, please feel free to contact us at [redacted] Sincerely, Jerome's Furniture
In regards to this claim, the consumer did not provide any additional information which required a response The information the consumer provided was intended for the Revdex.com to indicate she would follow up in a few months if she did not see the resolution which was agreed upon Please let me know if you need any further information Thank you, Jerome's Furniture
In regards to this claim, we apologize for the inconvenience which has occurred Unfortunately the manufacturer is no longer producing this fabric and as such the special order cannot be replaced We have already provided the consumer $for the inconvenience which has been refunded based upon their initial method of payment We did offer to replace the special order; however, since it is no longer available from the manufacturer we are unable to provide replacement Here are the final options which we can provide the consumer: 1) We can offer full refund of the special order loveseat + full price of the [redacted] extended warranty (the extended warranty is actually through a 3rd party carrier not Jerome's) 2) We can offer the customer a 15% discount on a new selection The way the reselection works is the customer would have full credit of the amount they paid for the special order loveseat in question + the applicate [redacted] warranty Whichever new item is selected we will provide a 15% discount off the retail price If the pricing after this discount is over the available amount of credit the consumer would be responsible to pay the difference in pricing Once a new selection has been picked out we would pithe special order loveseat from the consumer’s residence and deliver the new selection (as long as it's not a Jerry's Blooper item) 3) The final option is the consumer can keep the special order loveseat with an additional $off the price of the item This would void their warranty through Jerome’s for any manufacturing defects, since the unit would be kept as is The above options are valid until October 21, After this date we will be unable to offer any of the options above The consumer will simply need to contact us at ( [redacted] to indicate which option they would like to select Sincerely, Jerome's Furniture
Dear [redacted] Thank you for reaching out to us We apologize for the inconvenience which has occurred After review of your account the special order was delivered on April 7, We understand your frustration For the inconvenience $will be refunded onto the [redacted] card on file Credit card refunds can take up to business days to reflect as an available credit Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
Dear Mrs [redacted] , Thank you for reaching out to us We apologize for any inconvenience which has occurred.After review of your account, the original merchandise was delivered on November 6, The original merchandise which was selected was never exchanged for the same product.Two reselections have occurred (where other merchandise was selected) on March 14, and again on August 6, 2017.A technician visited your residence on December 13, but at this time we were notified that you were denying repairs.At this time we can offer an exchange of the sofa (warranty is for service and parts), however, we are unable to comply with your request for refund.Should you wish to proceed with either the repairs or exchange, please feel free to contact us at (866) 633- Our service department is open daily from 6:am to 7:pm.Sincerely,Jerome's Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
I have forwarded the additional information which has been provided to [redacted] [redacted] has advised that this claim has gone to the contractors insurance and they will be following up with the consumer directly.Unfortunately, Jerome's is unable to intercede with this claim since it was made by a 3rd party and not by personnel directly from Jerome's.We will keep in contact with [redacted] to ensure they contact the consumer.Sincerely,Jerome's Furniture
Dear [redacted] Thank you for reaching out to us; we apologize for any inconvenience which has occurred After review of your account, the technician visited your home on October 10, At the time of the inspection, the technician confirmed that the frame did need to be replaced and a part order was arranged through the vendor All of our parts are estimated to be received within 10-weeks, however, this time can change since most of our parts are shipped from overseas We apologize once again for any inconvenience We are currently in contact with the vendor for a better estimated time of arrival for your part to be received A Customer Care Representative will contact you within the next hours Should you have any additional questions or concerns, please do not hesitate to contact us at ( [redacted] Sincerely, Jerome's Furniture
In regards to this complaint, we contacted and left a message for the customer directly to discuss the option available Please have the consumer contact us back at [redacted] Sincerely, [redacted] Customer Care Manager
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.The sofa was sold as 100% leatherThe receipt states itI cannot trust that another purchase thru Jerome's would be 100% leatherJerome's does not sell a sofa that meets my needs therefore I think I am due the entire amount of my purchase order # [redacted] (I will have to buy a new chair to match)]Regards, [redacted]
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 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
Dear [redacted] Thank you for providing us the additional information The response was provided to the Revdex.com November 2, 2015; however it can take up to weeks for you to receive the actual gift certificates in the mail They are scheduled to be issued this week and you should receive the beginning of next week Please feel free to contact us should you have any additional questions or concerns Sincerely, Jerome's Furniture
Dear [redacted] Thank you for reaching out to us We apologize for any miscommunication which has occurred The OOPS warranty is a 3rd party warranty through Guardian and covers an array of one-time accidental stains and damages In order for a claim to be processed Guardian must have specific on the actual damage and when it occurred to verify your coverage under their warranty Guardian was contacted in regards to your claim and they notified us that the claim had to be closed since they were awaiting specific on what the stain was and how it occurred The claim was closed since no additional information was provided We understand your frustration, however, since the warranty is through Guardian directly, Jerome's is unable to provide approvals or refunds on the policy Should you like to request a refund of the warranty, you can simply contact Guardian directly with this request Once they have confirmed that no repairs have been made under their warranty they can process a pro-rated refund In the case you have any additional questions or concerns, please do not hesitate to contact us at (866) 633- Our service department is open daily from 6:am until 6: pm 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 It appears that Jerome’s has a delay period in responding to Revdex.com Claim I sent [redacted] an email on February, for which a response has yet to be received as of February In summary I communicated my awareness of Jerome’s warranty on the back of the sales receipt but also noted that this is not the only warranty protection I have available I communicated that their own [redacted] City Attorney’s Office has a very informative newsletter on warranty rights under state law and again requested that they reconsider my request for refund or replacement in light of this information and I hope they will respond favorably I also attached a copy of the City Attorney’s Office newsletter to the email with my request Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
Dear [redacted] Thank you for reaching out to us We apologize for any miscommunication which has occurred Our lead technician, ***, inspected the dresser in your daughter's residence on December 3, The damage to the dresser included a large area on the bottom right side trim which was missing, possibly trauma which occurred to the right side panel as well as a large crack on the right side top trim, which appears to be roughly 2-3" in length The dresser in question was delivered on July 14, We understand your frustration, however, the damages which are currently on the dresser would not be considered manufacturing defects The pictures which the technician took during his visit are attached to the response as well Our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date It is at Jerome's sole discretion to determine what will be covered as a manufacturing defect; all cracks have to reported within days from the original delivery date, since cracking is not considered a manufacturing defect The extended year warranty, which you opted to purchase, does cover an array of one-time accidental stains and damages [redacted] does allow a day grace period for damages to be reported Unfortunately we are unable to comply with your request for replacement on the dresser in question Should you have any additional questions or concerns, please do not hesitate to contact us at ( [redacted] Sincerely, Jerome's Furniture