Better Business Bureau: 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]
In regards to this claim, customer contacted our office directly The year warranty is through a 3rd party company called [redacted] [redacted] has advised they will be refunding back the consumer the $199.99, which was paid for the warranty The consumer will receive the refund directly from [redacted] Should the consumer have any additional questions, they may simply 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 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] We apologize for the delay Our system showed the refund was processed back to the [redacted] card on file; however, it looks like it was still pending in our system due to a glitch We have corrected the issue and the refund was processed as of today September 6, The refund will show on your [redacted] card within the next 3-business days Please do not hesitate to contact us at (866) 633-should you have any additional questions or concerns Sincerely, Jerome's Furniture
Hello, I spoke with the customer today and gave customer two options either we can exchange the item for the same one or customer can go back to the store and pick out something different and will give customer 10% discount and will still honor the one year warranty, the customer will call back to inform us of what customer would like to do Thanks!
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, if in fact all the issues had been resolved to the fullest I am still waiting for missing parts for my queen size bedroom set and also the fireplace/console recently purchased I will wait for the business to perform this action and, if it does, will consider this complaint resolved 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 As a long-time customer of your company, your reply of “being unable to comply” is unacceptable with me and my wife for several reasons, some of which are listed below: · The couch is still in a damaged condition caused by a ‘single incident’ and we expect the repair to be covered by a permanent solution, not a temporary fix · The ‘repair’ made by your technician was insufficient and inadequate By simply stretching the already compromised torn fabric was not a satisfactory repair The ‘attempted repair’ failed, it tore again within the following week, and once again the couch seat cushion falls in · Contrary to your statement, the policy was not e-mailed to us “within hours” after delivery or anytime thereafter There were many opportunities your company could have provided this full policy to us as customers, such as at the time of purchase or mailed to us via USPS, yet all we received was the brochure at the time of purchase [redacted] didn’t even include it when they wrote me on 1/18/ We never received the “full [redacted] policy” documentation at any time · The Oops Proof Furniture Protection brochure states “One simple plan covers it all.” and lists fabric “rips” are covered It doesn’t state the type of fabric is limited Your webpage [redacted] specifically states fabric “rip/tears” are covered · Your Oops protection is advertising and fraudulent We paid $for a “cover it all” plan; however both you (Jerome’s) and [redacted] are not honoring this protection · Selling a “covers it all” policy at time of purchase, then finding out later it doesn’t cover everything is a deceptive business practice I feel tricked into buying the extended coverage that doesn’t cover it all · The Oops Proof plan states, “helping (their customers) keep their furniture in good condition and enabling many years of enjoyment.” We are requesting for our couch to be repaired to a good condition level so we can enjoy it for many years like the previous couch we purchased from Jerome’s The subpar “best effort” repair did not meet a level of good condition · In the Customer Service section, it states: “providing our customers with a positive claim experience”, has not been a positive experience for us · It is your responsibility to repair the furniture and by referring us to a 3rd party company without offering to cover the costs, you are shirking and evading your responsibility · Whatever happened to customer service and satisfaction? Regards, [redacted] ***
In regards to this complaint, we have not received the pictures as stated Once we can review the pictures we can provide additional information to the consumer 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 They are correct regarding their Year Warranty & Years on CushionsThat is why I paid an additional $for their Year Warranty Plan which in Jerome’s response they did not acknowledgeAlso I indicated Wheels not WheelIt sounds like no one from Jerome’s read my complaint if they did they would of known their Year protection Company [redacted] came to my home per Jerome’s scheduling, since then no response from [redacted] Jerome’s response shows lack of timing & concern and to not acknowledge my PAID IN FULL YEAR WARRANTY TO JEROMES NOT BRING ACKNOWLEDGED SHOULD BE A CONSUMERS CONCERN BEING THAT JEROME OFFERS IT & request payment in fullIf it is not resolved I will have no choice but to seek legal 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 Poor products and poor customer serviceCouch has bee replaced times and now another major piece broke and was replaced incorrectlyThe tech showed up by himself and required assistanceI was required to assist with turning over a couch and holding pieces in place sustaining further injury to my backYou can never reach a manager and keep getting bounced back and forth.At this point, I would like my couches picked up and a full refund provided so I can take my business elsewhere Regards, [redacted] ***
We are working directly with the customer on this claim [redacted] will cover the claim and the customer is aware we will be back in contact with him by Monday to confirm how the claim will be processed Sincerely, Jerome's Furniture
Dear [redacted] We appreciate the feedback you have provided us in regards to your recent purchase We have strict rules and regulations to protector our consumers when it comes to applying for financing We are only able to accept forms of identification which are currently valid Unfortunately we are unable to accept any forms which are expired At the time of purchase, you would have received a full sales receipt which indicated all payments made on the account and all balances which were owed On the back of our sales receipt there is a square box on the bottom right side corner which indicates all balances must be paid in full hours before delivery We do understand your frustration and apologize for any inconvenience which occurred, however, we will not be able to offer compensation for the balance not being paid prior to delivery We can gladly assist you further should you have any questions or concerns in regards to your account Please do not hesitate to contact Customer Care at [redacted] Sincerely, [redacted] Customer Care Manager
Dear [redacted] Thank you for reaching out to us We apologize for any miscommunication or inconvenience which has occurred At the time of purchase your merchandise came with a warranty directly through Jerome's This warranty guarantees your merchandise to be free of any manufacturing defects for one year from the original delivery or pidate Our warranty is for parts and repairs After review of your account, the current service for the loveseat is the only issue which has been reported to us for this particular item We understand your frustration, however, a repair has never been attempted on this particular loveseat We will try to expedite the parts as quickly as possible If in the future there continues to be an ongoing issue we can certainly see if there would be an alternative option to repairs at that time Once your parts have been received we will contact you to schedule a technician appointment for the parts to be installed 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 claim, after review of the consumers report the merchandise was delivered on June 18, We sincerely apologize for the inconvenience which occurred to the consumer We have refunded $onto the consumers [redacted] account for the delay on the arrival of the merchandise The refund can take up to billing cycles to reflect on the consumers [redacted] statement Should the consumer have any additional questions or concerns, please feel free to contact us directly at [redacted] Sincerely, [redacted] Customer Care Manager
In regards to this complaint, we confirmed with our accounting department the refund check in the amount of $was mailed out May 1, to the address which was provided to the Revdex.com Unfortunately the store is unable to issue cash refund, since all cash payments are only applicable for refund via corporate check Please contact us if you still have not received the check and I can put a stop payment on the check immediately and have a new check issued We can be reached at [redacted] Sincerely, [redacted] Customer Care Manager
Dear [redacted] Thank you for reaching out to us We apologize for any miscommunication which may have occurred At the time of purchase, your merchandise came with a warranty 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 expired on July 8, The offer of the gift certificates was solely based upon a good faith gesture We initially would only offer gift certificates on bonded leather and not 100% leather seating The gift certificates were mailed on March 18, and are valid for one year from the issuance date Unfortunately we are unable to comply with your request for refund in lieu of the gift certificates Should you have any additional questions or concerns, please do not hesitate to contact us at ( [redacted] Sincerely, Jerome's Furniture
Better Business Bureau: 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 I am tired of dealing with CUSTOMER SERVICE I have been given incorrect parts to repair the furniture, and consistently they would refuse to have me speak to a manager since FEBRUARY 19th And only now that I've submitted a complaint a Manager is willing to speak with me, how generousI need to see a solution in WRITING from JEROMES, I will no longer deal with them over the phone, enough is enoughI have a broken couch, FIX IT!!!! or give me my money back Regards, [redacted]
In regards to this claim, as a good faith gesture we will extend free delivery to the consumer on their next purchase.The value is up to an $delivery cost.The offer does not expire and the account has been notated with this offer.Should the consumer have any additional questions or concerns, 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 [redacted] , and find that this issue has been resolved, as I received and cashed the check on Saturday, May 9th Apparently, the complaint is with my mail carrier of the U.SPostal Service, which a separate government complaint has been lodged, due to USPS' continuous delays in routing (and mis-routing) mail, and mail they erroneously return, despite the correct address being written on the correspondence Many articles of mail (I know of four pieces of mail) have been returned, and rerouted to me, taking 7-days for me to receive mail which is properly addressed.Therefore, please close the complaint out, as Jerome's has fulfilled their obligation to me in full 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] ***
Better Business Bureau: 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]
In regards to this claim, customer contacted our office directly The year warranty is through a 3rd party company called [redacted] [redacted] has advised they will be refunding back the consumer the $199.99, which was paid for the warranty The consumer will receive the refund directly from [redacted] Should the consumer have any additional questions, they may simply 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 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] We apologize for the delay Our system showed the refund was processed back to the [redacted] card on file; however, it looks like it was still pending in our system due to a glitch We have corrected the issue and the refund was processed as of today September 6, The refund will show on your [redacted] card within the next 3-business days Please do not hesitate to contact us at (866) 633-should you have any additional questions or concerns Sincerely, Jerome's Furniture
Hello, I spoke with the customer today and gave customer two options either we can exchange the item for the same one or customer can go back to the store and pick out something different and will give customer 10% discount and will still honor the one year warranty, the customer will call back to inform us of what customer would like to do Thanks!
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, if in fact all the issues had been resolved to the fullest I am still waiting for missing parts for my queen size bedroom set and also the fireplace/console recently purchased I will wait for the business to perform this action and, if it does, will consider this complaint resolved 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 As a long-time customer of your company, your reply of “being unable to comply” is unacceptable with me and my wife for several reasons, some of which are listed below: · The couch is still in a damaged condition caused by a ‘single incident’ and we expect the repair to be covered by a permanent solution, not a temporary fix · The ‘repair’ made by your technician was insufficient and inadequate By simply stretching the already compromised torn fabric was not a satisfactory repair The ‘attempted repair’ failed, it tore again within the following week, and once again the couch seat cushion falls in · Contrary to your statement, the policy was not e-mailed to us “within hours” after delivery or anytime thereafter There were many opportunities your company could have provided this full policy to us as customers, such as at the time of purchase or mailed to us via USPS, yet all we received was the brochure at the time of purchase [redacted] didn’t even include it when they wrote me on 1/18/ We never received the “full [redacted] policy” documentation at any time · The Oops Proof Furniture Protection brochure states “One simple plan covers it all.” and lists fabric “rips” are covered It doesn’t state the type of fabric is limited Your webpage [redacted] specifically states fabric “rip/tears” are covered · Your Oops protection is advertising and fraudulent We paid $for a “cover it all” plan; however both you (Jerome’s) and [redacted] are not honoring this protection · Selling a “covers it all” policy at time of purchase, then finding out later it doesn’t cover everything is a deceptive business practice I feel tricked into buying the extended coverage that doesn’t cover it all · The Oops Proof plan states, “helping (their customers) keep their furniture in good condition and enabling many years of enjoyment.” We are requesting for our couch to be repaired to a good condition level so we can enjoy it for many years like the previous couch we purchased from Jerome’s The subpar “best effort” repair did not meet a level of good condition · In the Customer Service section, it states: “providing our customers with a positive claim experience”, has not been a positive experience for us · It is your responsibility to repair the furniture and by referring us to a 3rd party company without offering to cover the costs, you are shirking and evading your responsibility · Whatever happened to customer service and satisfaction? Regards, [redacted] ***
In regards to this complaint, we have not received the pictures as stated Once we can review the pictures we can provide additional information to the consumer 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 They are correct regarding their Year Warranty & Years on CushionsThat is why I paid an additional $for their Year Warranty Plan which in Jerome’s response they did not acknowledgeAlso I indicated Wheels not WheelIt sounds like no one from Jerome’s read my complaint if they did they would of known their Year protection Company [redacted] came to my home per Jerome’s scheduling, since then no response from [redacted] Jerome’s response shows lack of timing & concern and to not acknowledge my PAID IN FULL YEAR WARRANTY TO JEROMES NOT BRING ACKNOWLEDGED SHOULD BE A CONSUMERS CONCERN BEING THAT JEROME OFFERS IT & request payment in fullIf it is not resolved I will have no choice but to seek legal 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 Poor products and poor customer serviceCouch has bee replaced times and now another major piece broke and was replaced incorrectlyThe tech showed up by himself and required assistanceI was required to assist with turning over a couch and holding pieces in place sustaining further injury to my backYou can never reach a manager and keep getting bounced back and forth.At this point, I would like my couches picked up and a full refund provided so I can take my business elsewhere Regards, [redacted] ***
We are working directly with the customer on this claim [redacted] will cover the claim and the customer is aware we will be back in contact with him by Monday to confirm how the claim will be processed Sincerely, Jerome's Furniture
Dear [redacted] We appreciate the feedback you have provided us in regards to your recent purchase We have strict rules and regulations to protector our consumers when it comes to applying for financing We are only able to accept forms of identification which are currently valid Unfortunately we are unable to accept any forms which are expired At the time of purchase, you would have received a full sales receipt which indicated all payments made on the account and all balances which were owed On the back of our sales receipt there is a square box on the bottom right side corner which indicates all balances must be paid in full hours before delivery We do understand your frustration and apologize for any inconvenience which occurred, however, we will not be able to offer compensation for the balance not being paid prior to delivery We can gladly assist you further should you have any questions or concerns in regards to your account Please do not hesitate to contact Customer Care at [redacted] Sincerely, [redacted] Customer Care Manager
Dear [redacted] Thank you for reaching out to us We apologize for any miscommunication or inconvenience which has occurred At the time of purchase your merchandise came with a warranty directly through Jerome's This warranty guarantees your merchandise to be free of any manufacturing defects for one year from the original delivery or pidate Our warranty is for parts and repairs After review of your account, the current service for the loveseat is the only issue which has been reported to us for this particular item We understand your frustration, however, a repair has never been attempted on this particular loveseat We will try to expedite the parts as quickly as possible If in the future there continues to be an ongoing issue we can certainly see if there would be an alternative option to repairs at that time Once your parts have been received we will contact you to schedule a technician appointment for the parts to be installed 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 claim, after review of the consumers report the merchandise was delivered on June 18, We sincerely apologize for the inconvenience which occurred to the consumer We have refunded $onto the consumers [redacted] account for the delay on the arrival of the merchandise The refund can take up to billing cycles to reflect on the consumers [redacted] statement Should the consumer have any additional questions or concerns, please feel free to contact us directly at [redacted] Sincerely, [redacted] Customer Care Manager
In regards to this complaint, we confirmed with our accounting department the refund check in the amount of $was mailed out May 1, to the address which was provided to the Revdex.com Unfortunately the store is unable to issue cash refund, since all cash payments are only applicable for refund via corporate check Please contact us if you still have not received the check and I can put a stop payment on the check immediately and have a new check issued We can be reached at [redacted] Sincerely, [redacted] Customer Care Manager
Dear [redacted] Thank you for reaching out to us We apologize for any miscommunication which may have occurred At the time of purchase, your merchandise came with a warranty 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 expired on July 8, The offer of the gift certificates was solely based upon a good faith gesture We initially would only offer gift certificates on bonded leather and not 100% leather seating The gift certificates were mailed on March 18, and are valid for one year from the issuance date Unfortunately we are unable to comply with your request for refund in lieu of the gift certificates Should you have any additional questions or concerns, please do not hesitate to contact us at ( [redacted] Sincerely, Jerome's Furniture
Better Business Bureau: 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 I am tired of dealing with CUSTOMER SERVICE I have been given incorrect parts to repair the furniture, and consistently they would refuse to have me speak to a manager since FEBRUARY 19th And only now that I've submitted a complaint a Manager is willing to speak with me, how generousI need to see a solution in WRITING from JEROMES, I will no longer deal with them over the phone, enough is enoughI have a broken couch, FIX IT!!!! or give me my money back Regards, [redacted]
In regards to this claim, as a good faith gesture we will extend free delivery to the consumer on their next purchase.The value is up to an $delivery cost.The offer does not expire and the account has been notated with this offer.Should the consumer have any additional questions or concerns, 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 [redacted] , and find that this issue has been resolved, as I received and cashed the check on Saturday, May 9th Apparently, the complaint is with my mail carrier of the U.SPostal Service, which a separate government complaint has been lodged, due to USPS' continuous delays in routing (and mis-routing) mail, and mail they erroneously return, despite the correct address being written on the correspondence Many articles of mail (I know of four pieces of mail) have been returned, and rerouted to me, taking 7-days for me to receive mail which is properly addressed.Therefore, please close the complaint out, as Jerome's has fulfilled their obligation to me in full 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] ***