Dear [redacted] Thank you for reaching out to us We apologize for the inconvenience which has occurred After review of your account, it appears we have ordered parts The first was ordered in August and installed in October In December a 2nd technician was sent to inspect the backrest cushion with the broken zipper, which was reported as a new incident The technician did determine the backrest would need to be replaced The backrest cover has been received and can be installed We can gladly have the technician inspect the merchandise when he installs the backrest cover to determine if there are additional issues going on with the merchandise in question Unfortunately we are unable to comply with your request for refund or replacement, however, we can gladly have the merchandise examined to see if there are any defects and go from there Should you wish to schedule the technician appointment, simply contact us at [redacted] We currently offer services in your area days a week; the next available appointment is Monday February 22, Please do not hesitate to contact us at the number listed above should you have any additional questions or concerns Sincerely, Jerome's Furniture Warehouse
Dear [redacted] Thank you for reaching out to us We apologize for any miscommunication which occurred With all mattress purchases we have our consumers sign a mattress receipt to ensure the order is accurate prior to delivery or pick-up We also provided our consumers the opportunity to send the mattress back at the time of delivery if there should be any discrepancies or if you should wish to select another mattress Once the mattress has been delivered and the delivery is confirmed we do not offer a return or reselection due to the nature of a bedding purchase We do understand your frustration; however, we are unable to comply with your request for refund The mattress is still covered under a manufacturer's warranty which guarantees the mattress to be free of manufacturing defects Should you believe there is a defect on the mattress, simply contact us at ( [redacted] and we can gladly send the manufacturer approved inspection company to review the mattress in your residence Please do not hesitate to contact us at the number above should you have any additional questions or concerns Sincerely, Jerome's Furniture
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 did not email and ask me to send them pictures of the merchandise in my home A technician was sent to my home for the sole purpose of taking pictures on 16APR He left here at Jerome's has been in receipt of those pictures since 16APR I have attached the email correspondence between [redacted] and me He clearly states that the pictures were received and that the merchandise is "in great condition" I went to Jerome's on 06MAYat approximately 1:PM to discuss the options that he presented in his email dated 29APR When a salesman approached him and pointed out to him that I was waiting to see him, [redacted] closed the door to his office I browsed the store for about five or ten minutes and then approached the customer service area When I asked for [redacted] ***, I was informed that he had gone to lunch Clearly, Jerome's is not acting in good faith to resolve this issue 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 This order was never fulfilled on the stated day of March 3,That was a part of the original problemInstead of taking the full set back and refunding my order Jerome's insure me that I would receive my order by AprilWhen that order was never received that is when this problem excelledI try to call & leave messages for several people at several location to resolve this during the past monthsAs I mentioned in the previous message, the shipping rep said that the order was cancelled and my refund was readyI WANT MY REFUNDGiving all the time that has past, I have taken my business elsewhereSince this complaint has been initiated still no one has contacted me and when I call on the phone, EVERBODY (Management) refuses to get on the phoneIn November when I came into the store (cussed & fussed), I was told them same thing, but workers refused to look up my item & just send out what they thought I wantedWRONG AGAINThe driver that came was very disrespectful and combative with my neighborsThis is totally unacceptableIf you cant provide what I originally seek to purchase then a refund is neededIf your claiming the merchandise is there and it is the wrong order then a refund is neededI have never took possession of the order, if it is still there it is considered new/unused, REFUND Sincerely, [redacted]
This consumer was contacted directly by [redacted] and a service was completed yesterday 6/28/ We apologize for any inconvenience which occurred Should the consumer need additional assistance, please do not hesitate to contact us at ( [redacted] 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 $was refunded to your finance account For the additional inconvenience we will refund $ onto your finance account The finance account credit can take up to billing cycles to reflect on your billing statement Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, [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 belowI've stated before how I didn't need an exchange for different furnitureI no longer have a need for any couch as I am moving across the countryI cannot take any furniture with meThe complaint is about your policyI hope someone reads this and doesn't fall into the same situation I didNever in my entire life have I head a company not take a return less than a month after purchase, but hey, good scam you have going here Regards, [redacted]
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 warranties The first warranty was directly through Jerome's Our warranty guarantees your merchandise to be free of manufacturing defects which are reported within the 1st year from the original delivery date The one year warranty on your merchandise expired on October 27, The 2nd warranty, which you opted to purchase, is a year warranty through a company called [redacted] This warranty covers an array of one-time accidental stains and damages which occur in the residence Unfortunately the issue which was reported in regards to the seams would not be covered by [redacted] since it occurred over a period of time and not from a one-time incident We do understand your frustration however you are currently 3-1/years out of our warranty to be able to report manufacturing defects As a good faith gesture we can gladly provide free delivery on your next purchase (a value up to $89.99) The above offer does not have an expiration date; you will simply need to provide the phone # on the account for the credit to be applied on your next purchase Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
The original store of purchase will be contacting the customer directly within hours to discuss the information in regards to the rug and other concerns.Should the consumer have any additional questions in the meantime, our delivery department can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
For this claim the consumer was contacted directly and a message was left at the phone # listed on the claim We have offered the consumer an exchange on the loveseat in the residence The consumer will need to contact us to schedule a delivery date Please let us know if you needed any additional information Thank you, Jerome's Furniture
In regards to this claim the new table was already picked up by the customer and the consumer is being provided a $gift certificate 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 consumer contact us directly and the merchandise is scheduled to be picked up on August 4, Should you need further information, please do not hesitate to contact us at [redacted] Sincerely, Jerome's Furniture
In regards to this claim the consumer was contacted and a message was left for a return call.After review of the consumers account, the chair in question was dropped off at the original store of purchase.A new chair was written up as of October 12, and is available to be scheduled for delivery.We can gladly schedule this chair for delivery Should the consumer wish to schedule delivery our delivery department can be reached at (866) 633-4094.The message did provide a phone # for the consumer to reach a representative in the call center for additional information as well.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 returned the call to the number supplied and was pleasantly surprised to see that the contact person answered despite the fact it was late at night She patiently answered my questions and supplied the information I needed to my complete satisfaction.I shared the frustration I felt from the initial lack of response, which led to the Revdex.com filing.I asked the company to look into training the agent who initially assisted me as well as all of their agents to assure that they follow through on customer requests and keep all promises made to the customer.The company would also benefit from having an escalation process to address customer concerns not fulfilled by the initial contact In my subsequent contacts with the company, I expressed the frustration of not having my questions answered during the first call, and I would have appreciated being able to talk to a supervisor, instead of that agent taking a message and having that call never returned.However, at this point, my concerns were resolved Regards, [redacted] **
For this claim the consumer was contacted directly Customer originally had a package sku but then changed the living room set to another items We still provided the discount on the lamps and the tables in the package are the same pricing We will still honor the offer to return the lamps should the customer no longer wants the lamps in the residence The office is valid for one week and will expire on 8/21/ Should the consumer wish to return the lamps, we will offer a full refund and they would need to be returned to a store location closest to her The consumer is also being provided a copy of her receipt to show the breakdown on the pricing for the individual items Sincerely, Jerome's Furniture
Dear [redacted] We would like to apologize for the inconvenience which has occurred in regards to your order The information you have provided is currently being reviewed with our delivery management The delivery fee in the amount of $is currently being processed onto your [redacted] finance account An additional $for the inconvenience will also be refunded Finance refunds can take up to billing cycles to show on your bill Please feel free to contact us directly at [redacted] should you have any additional questions or concerns Sincerely, [redacted] Customer Care Manager
At the time of purchase the sales person told us the warranty is yearsWe weren't provided with any other warranty information except the one on the back of the order slip that I attachedThe web listing for the mattress also listed it as years but the listing is no longer available since it has been years since the purchaseWhen we called to complaint Jerome did acknowledge that the mattress is still under warranty
In regards to this claim the consumer was in contact with us directly The consumer’s order, which included a dinning set, was delivered yesterday, April 21, If the consumer should need further assistance, please do not hesitate to contact Customer Care at ( [redacted] Sincerely, [redacted] [redacted] Customer Care Manager
Dear [redacted] Thank you for reaching out to us We apologize for the inconvenience you and your family incurred on delivery Our ultimate goal is to provide a pleasant shopping experience accompanied by exceptional service I am displeased to hear you have not received the star service we strive to achieve After review of your account the delivery fee in the amount of $has already been refunded We do understand your frustration and have offered the delivery fee as compensation for your inconvenience Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome’s Furniture
I did not agree with Jerome's response due to the fact I have been lied to throughout this whole processWhen the technician came out to look at our recliner, he told us on Feb 26, 2015, they were going to order the parts, we should receive them in 4-weeksHowever, I received an email from [redacted] stating Jerome's is ordering the part and it should take 6-weeks to receiveThey also stated since the part was coming from overseas, it will take 6-weeksAfter waiting weeks exactly, I went to Jerome's personally spoke to the manager and he stated "the parts would take 10-weeks, due to the fact they were coming from overseasExactly weeks later I once again went to the Jerome's, and was told by another manager, I would have to wait days because if days does not pass and they send out my part for the recliner Jerome's would not receive their credit from the manufacturer I see this as bad business practicesThey deliberately and intentionally made us wait days, so that they could receive their credit from the manufacturerForget about the customer, they were looking out for themselvesTotally unacceptableThat is why I asked for my money back on the reclinerIn the future when the sofa recliners stop working, I will be back at square one with Jerome's They are not a business that holds up on their part of the contractThey also stated that [redacted] is a third party and they have no control over how they do businessI do not see this as [redacted] 's fault, after all Jerome's is the business that sold me the warrantyThey are totally responsible and need to step up to the plate
Dear [redacted] Thank you for reaching out to us We apologize for the inconvenience which has occurred After review of your account, it appears we have ordered parts The first was ordered in August and installed in October In December a 2nd technician was sent to inspect the backrest cushion with the broken zipper, which was reported as a new incident The technician did determine the backrest would need to be replaced The backrest cover has been received and can be installed We can gladly have the technician inspect the merchandise when he installs the backrest cover to determine if there are additional issues going on with the merchandise in question Unfortunately we are unable to comply with your request for refund or replacement, however, we can gladly have the merchandise examined to see if there are any defects and go from there Should you wish to schedule the technician appointment, simply contact us at [redacted] We currently offer services in your area days a week; the next available appointment is Monday February 22, Please do not hesitate to contact us at the number listed above should you have any additional questions or concerns Sincerely, Jerome's Furniture Warehouse
Dear [redacted] Thank you for reaching out to us We apologize for any miscommunication which occurred With all mattress purchases we have our consumers sign a mattress receipt to ensure the order is accurate prior to delivery or pick-up We also provided our consumers the opportunity to send the mattress back at the time of delivery if there should be any discrepancies or if you should wish to select another mattress Once the mattress has been delivered and the delivery is confirmed we do not offer a return or reselection due to the nature of a bedding purchase We do understand your frustration; however, we are unable to comply with your request for refund The mattress is still covered under a manufacturer's warranty which guarantees the mattress to be free of manufacturing defects Should you believe there is a defect on the mattress, simply contact us at ( [redacted] and we can gladly send the manufacturer approved inspection company to review the mattress in your residence Please do not hesitate to contact us at the number above should you have any additional questions or concerns Sincerely, Jerome's Furniture
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 did not email and ask me to send them pictures of the merchandise in my home A technician was sent to my home for the sole purpose of taking pictures on 16APR He left here at Jerome's has been in receipt of those pictures since 16APR I have attached the email correspondence between [redacted] and me He clearly states that the pictures were received and that the merchandise is "in great condition" I went to Jerome's on 06MAYat approximately 1:PM to discuss the options that he presented in his email dated 29APR When a salesman approached him and pointed out to him that I was waiting to see him, [redacted] closed the door to his office I browsed the store for about five or ten minutes and then approached the customer service area When I asked for [redacted] ***, I was informed that he had gone to lunch Clearly, Jerome's is not acting in good faith to resolve this issue 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 This order was never fulfilled on the stated day of March 3,That was a part of the original problemInstead of taking the full set back and refunding my order Jerome's insure me that I would receive my order by AprilWhen that order was never received that is when this problem excelledI try to call & leave messages for several people at several location to resolve this during the past monthsAs I mentioned in the previous message, the shipping rep said that the order was cancelled and my refund was readyI WANT MY REFUNDGiving all the time that has past, I have taken my business elsewhereSince this complaint has been initiated still no one has contacted me and when I call on the phone, EVERBODY (Management) refuses to get on the phoneIn November when I came into the store (cussed & fussed), I was told them same thing, but workers refused to look up my item & just send out what they thought I wantedWRONG AGAINThe driver that came was very disrespectful and combative with my neighborsThis is totally unacceptableIf you cant provide what I originally seek to purchase then a refund is neededIf your claiming the merchandise is there and it is the wrong order then a refund is neededI have never took possession of the order, if it is still there it is considered new/unused, REFUND Sincerely, [redacted]
This consumer was contacted directly by [redacted] and a service was completed yesterday 6/28/ We apologize for any inconvenience which occurred Should the consumer need additional assistance, please do not hesitate to contact us at ( [redacted] 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 $was refunded to your finance account For the additional inconvenience we will refund $ onto your finance account The finance account credit can take up to billing cycles to reflect on your billing statement Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, [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 belowI've stated before how I didn't need an exchange for different furnitureI no longer have a need for any couch as I am moving across the countryI cannot take any furniture with meThe complaint is about your policyI hope someone reads this and doesn't fall into the same situation I didNever in my entire life have I head a company not take a return less than a month after purchase, but hey, good scam you have going here Regards, [redacted]
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 warranties The first warranty was directly through Jerome's Our warranty guarantees your merchandise to be free of manufacturing defects which are reported within the 1st year from the original delivery date The one year warranty on your merchandise expired on October 27, The 2nd warranty, which you opted to purchase, is a year warranty through a company called [redacted] This warranty covers an array of one-time accidental stains and damages which occur in the residence Unfortunately the issue which was reported in regards to the seams would not be covered by [redacted] since it occurred over a period of time and not from a one-time incident We do understand your frustration however you are currently 3-1/years out of our warranty to be able to report manufacturing defects As a good faith gesture we can gladly provide free delivery on your next purchase (a value up to $89.99) The above offer does not have an expiration date; you will simply need to provide the phone # on the account for the credit to be applied on your next purchase Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
The original store of purchase will be contacting the customer directly within hours to discuss the information in regards to the rug and other concerns.Should the consumer have any additional questions in the meantime, our delivery department can be reached at (866) 633-4094.Sincerely,Jerome's Furniture
For this claim the consumer was contacted directly and a message was left at the phone # listed on the claim We have offered the consumer an exchange on the loveseat in the residence The consumer will need to contact us to schedule a delivery date Please let us know if you needed any additional information Thank you, Jerome's Furniture
In regards to this claim the new table was already picked up by the customer and the consumer is being provided a $gift certificate 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 consumer contact us directly and the merchandise is scheduled to be picked up on August 4, Should you need further information, please do not hesitate to contact us at [redacted] Sincerely, Jerome's Furniture
In regards to this claim the consumer was contacted and a message was left for a return call.After review of the consumers account, the chair in question was dropped off at the original store of purchase.A new chair was written up as of October 12, and is available to be scheduled for delivery.We can gladly schedule this chair for delivery Should the consumer wish to schedule delivery our delivery department can be reached at (866) 633-4094.The message did provide a phone # for the consumer to reach a representative in the call center for additional information as well.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 returned the call to the number supplied and was pleasantly surprised to see that the contact person answered despite the fact it was late at night She patiently answered my questions and supplied the information I needed to my complete satisfaction.I shared the frustration I felt from the initial lack of response, which led to the Revdex.com filing.I asked the company to look into training the agent who initially assisted me as well as all of their agents to assure that they follow through on customer requests and keep all promises made to the customer.The company would also benefit from having an escalation process to address customer concerns not fulfilled by the initial contact In my subsequent contacts with the company, I expressed the frustration of not having my questions answered during the first call, and I would have appreciated being able to talk to a supervisor, instead of that agent taking a message and having that call never returned.However, at this point, my concerns were resolved Regards, [redacted] **
For this claim the consumer was contacted directly Customer originally had a package sku but then changed the living room set to another items We still provided the discount on the lamps and the tables in the package are the same pricing We will still honor the offer to return the lamps should the customer no longer wants the lamps in the residence The office is valid for one week and will expire on 8/21/ Should the consumer wish to return the lamps, we will offer a full refund and they would need to be returned to a store location closest to her The consumer is also being provided a copy of her receipt to show the breakdown on the pricing for the individual items Sincerely, Jerome's Furniture
Dear [redacted] We would like to apologize for the inconvenience which has occurred in regards to your order The information you have provided is currently being reviewed with our delivery management The delivery fee in the amount of $is currently being processed onto your [redacted] finance account An additional $for the inconvenience will also be refunded Finance refunds can take up to billing cycles to show on your bill Please feel free to contact us directly at [redacted] should you have any additional questions or concerns Sincerely, [redacted] Customer Care Manager
At the time of purchase the sales person told us the warranty is yearsWe weren't provided with any other warranty information except the one on the back of the order slip that I attachedThe web listing for the mattress also listed it as years but the listing is no longer available since it has been years since the purchaseWhen we called to complaint Jerome did acknowledge that the mattress is still under warranty
In regards to this claim the consumer was in contact with us directly The consumer’s order, which included a dinning set, was delivered yesterday, April 21, If the consumer should need further assistance, please do not hesitate to contact Customer Care at ( [redacted] Sincerely, [redacted] [redacted] Customer Care Manager
Dear [redacted] Thank you for reaching out to us We apologize for the inconvenience you and your family incurred on delivery Our ultimate goal is to provide a pleasant shopping experience accompanied by exceptional service I am displeased to hear you have not received the star service we strive to achieve After review of your account the delivery fee in the amount of $has already been refunded We do understand your frustration and have offered the delivery fee as compensation for your inconvenience Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome’s Furniture
I did not agree with Jerome's response due to the fact I have been lied to throughout this whole processWhen the technician came out to look at our recliner, he told us on Feb 26, 2015, they were going to order the parts, we should receive them in 4-weeksHowever, I received an email from [redacted] stating Jerome's is ordering the part and it should take 6-weeks to receiveThey also stated since the part was coming from overseas, it will take 6-weeksAfter waiting weeks exactly, I went to Jerome's personally spoke to the manager and he stated "the parts would take 10-weeks, due to the fact they were coming from overseasExactly weeks later I once again went to the Jerome's, and was told by another manager, I would have to wait days because if days does not pass and they send out my part for the recliner Jerome's would not receive their credit from the manufacturer I see this as bad business practicesThey deliberately and intentionally made us wait days, so that they could receive their credit from the manufacturerForget about the customer, they were looking out for themselvesTotally unacceptableThat is why I asked for my money back on the reclinerIn the future when the sofa recliners stop working, I will be back at square one with Jerome's They are not a business that holds up on their part of the contractThey also stated that [redacted] is a third party and they have no control over how they do businessI do not see this as [redacted] 's fault, after all Jerome's is the business that sold me the warrantyThey are totally responsible and need to step up to the plate