Dear *** ***
class="MsoNormal">
Thank you for reaching out to us We apologize for the inconvenience which has occurred
After review of your account, the technician did determine there was not a defect found on the sleeper The adjustment which was requested is unable to be performed due to possible damages occurring to the flooring in the home
Unfortunately we are unable to offer a refund; however, as a good faith gesture we can still honor the offer for reselection
Should you wish to reselect you will have full credit for which you originally paid for the merchandise Once you have selected new merchandise we would pithe merchandise in the residence
The offer for reselection is valid until March
Your order has been notated in regards to the above offer
Should you have any additional questions or concerns please do not hesitate to contact us at (*** ***
Sincerely,
Jerome's Furniture
ORDERED A LEATHER SOFA BACK IN NOVEMBER WAS TOLD IT WOLD BE TO WEEK TILL IT WOULD BE READYIT IS NOW APRIL NO SOFA THEY WILL NOT TELL ME WHEN OR WHAT IS GOING ONTHEY HAVE CHARGED MY CARD THEY ARE IGNORING ME WE HAVE CALLED MAY TIMES AND GONE BACK TO THE STORE TO GET INFORMATIONTHE LASTED IS IT MITE BE A FEW MORE MOUNTS
In regards to this
claim, if the "store credit" which was referenced in the claim was an
actual gift certificate (the consumer mentioned coupon) this is
non-transferrable and cannot be redeemed for cash or
refund
We were unable to locate
an account where a gift certificate had been issued based upon the consumer’s
information provided in the claim
The consumer will need
to contact us directly to provide either the order #, phone # or name in which
was used when the gift certificate was issued to see if we can possibly
re-issue the certificate
Gift certificates have a
one-year expiration date from the time of issuance and after the one-year
period the certificate (s) are null and void
Please have the consumer
contact us at *** ***so that we may get additional information in regards
to the certificates which were possibly issued
Sincerely,
Jerome's Furniture
In regards to this claim, the consumer was already assisted by a member of our service staff.Times New Roman"">
The button has been placed on order through the manufacturer
Should the consumer have any additional questions or concerns, we can be contacted at*** ***
Sincerely,
Jerome’s Furniture
Dear *** *** ***
Roman";">
Thank you for reaching out to
us We do understand your situation and appreciate you expressing your
concerns
For the Queen sized
mattress in question, which was delivered on September 2, 2009, the warranty
for this mattress, is directly through ***
Unfortunately Jerome's
does not warranty this mattress and as such we are unable to intervene between
a decision of the warranty between the consumer and *** We also are
unable to provide any options in regards to this mattress since the warranty is
fulfilled directly through the manufacturer
With all manufacturers
of mattresses the warranty does indicate that any stains on the mattress will
void the warranty In most cases, if you are able to fully clean the
stain to where it is not visible the manufacturer may possibly still warranty
the mattress
This information will
need to be verified directly through Simmons, since this claim is currently
with their company
We apologize for any
miscommunication which may have occurred
Should you need further
assistance on how to contact Simmons directly or if you have any other
questions, please feel free to contact us at (866) 633-
Sincerely,
Jerome's Furniture
In regards to this complaint we do offer our consumers several different finance options. *** which is also known as *** is one of the options
This consumer financed through *** ***, after review of their account
Jerome's does not offer in-house financing directly through Jerome's. All financing options are through 3rd party companies. At the time of financing the consumers are made aware of the financing terms prior to signing the financing agreement.
Unfortunately we cannot change or alter the financing terms which were signed at the time of purchase, since the contract is directly through ***
We do advertise all of our financing options which can easily be located on our website.
Should the consumer need additional assistance in regards to their *** financing account, they would need to contact *** directly at *** ***
The consumer can also contact our Customer Care Department at *** *** should they need further assistance
Sincerely,
*** ***
Jerome's Furniture
I purchased a sleeper sofa at the Anaheim location on 10/3/I paid $cash for the order and remaining $debit/creditI have yet to receive my item or the status of my orderI called several times, spoke to different people who stated a person contact me with details, I haven't received one callThere was a reason for my purchaseThere is story for every furniture purchaseI am a single mother of a year old daughter, living in a bedroom apartment in Pomona, CAThe room is for may daughter, I took the living room I purchased the sleeper sofa as it is essential for daily livingI am currently sleeping on a $sleeping mattress waiting for my $sleeper sof! What type of business is Jerry N runningI don't know if I should cancel my order or order a different itemI would like a immediate refund!!
Hello,
I was able to speak with our 3rd party delivery company, *** ***, and they have been in contact with the consumer directly and are awaiting information from this consumer to be able to continue on with the claimPlease let me know if you need any further informationSincerely,
*** ***
Customerer Care Manager
In regards to this claim we are unable to locate any customer account based upon the customer's name, phone # or address
I was unable to reach the customer on the phone # listed and we will send an e-mail to the e-mail address the customer provided to see if we can further
assist the consumer
We would need either the order # or phone # which was used on the purchase in questionSincerely,
Jerome's Furniture
In regards to the above claim, the customer had already contacted us directly and cancelled the order
The original order was going to be financed through ** *** The transaction through ** *** has been cancelled and nothing was charged to the customer's
account
The $which the customer paid with her *** *** card has also been refunded as of today, May 8, Refunds can take up to business days to reflect as an available credit
The consumer currently has no open or pending orders through us and all money owed has been refunded
Please let me know if you need additional information
Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, I spoke with the consumer the day after this claim was filed
Roman","serif"Times New Roman"">
The delivery fee of
$was waived due to the discrepancies and a timeframe was accommodated for
delivery
Unfortunately we cannot
comply with the consumers request for 50% off his invoice
As a good faith gesture,
I will extend free delivery on his next purchase (up to an $value)
A notation has been
placed on the consumers account with the above offer and has no expiration
date
Should the consumer have
any additional questions or concerns, we can be contacted at (*** ***
Sincerely,
*** ***
Customer Care Manager
My letter to Customer Service on November 15,
This issue has not been resolved, however, the unaceptable and unprofessional customer service I have received to date can no be undone
To Whom it may concern,
I am writing this letter to advise the administrative executives of Jerome's that I have received unacceptable customer service and have been subject to the non-existent resolution practices of your company
On November 1, I purchase several pieces of furniture including a six piece dinette set which was delivered on the same dayWe discovered that the dinette table delivered was a damaged table top, so we scheduled to have a replacement table top deliveryUpon receiving the second delivery of the replacement table top, we discovered it also was damagedWhat was disturbing to me about this table was that the damage had a poorly attempted repair to the damage and was delivered to me as a new tableThe drivers that made the delivery were embarrassed and apologetic because it was plain to see that there was a botched repair job on the tableIt seems to me that your company is either in the business of pawning off repaired furniture as new or you quality control is subparThe drivers took pictures of the damage and returned the table to the warehouse
I was scheduled a third delivery for a replacement table top for which I had to wait a week due to the item being out of stockWhen the item was available and subsequently delivered, the drivers unboxed the table top at the truck for inspection to ensure it was in new conditionUpon inspecting the third delivery of this item, we discovered the this item was also damagedThere was a crack in the laminate on one side of the tableThe drivers place the table back in the truck and returned it to the warehouse
At this point I have waited patiently through three delivery processes, each with a hour window of availability, and I still do not have a replacement for the table originally deliveredThis unacceptable business practice was becoming highly frustrating, so I decided to call the company to speak with a supervisor in an attempt to get resolution and request the company take immediate action to ensure I receive the item I purchased without delay and in new conditionI was connected with customer service supervisor David R in Ranch Bernardo in an attempt to resolve the issuesIn our conversation MrR advised me that there were only four tables remaining in the warehouse and I would stand a better chance of having an undamaged table available if I waited for a warehouse delivery of more inventory scheduled for the next weekI took MrR at his word, so he told me he would cancel my fourth delivery scheduled for November 15th and he would advise me when the new shipment of tables arrived at the warehouse to schedule my new delivery dateLate in the evening on the November 14th, after speaking with MrR, I received an email requesting a confirmation for the delivery scheduled on the 15th, which I ignored due to my conversation with MrROn the morning of the 15th I received a text message asking to confirm the delivery on the 15thNow I am under the impressing MrR did not cancel the originally scheduled delivery on the 15th and confirmed the delivery scheduled for the 15th which had a delivery window between 11:and 15:At 10:I received an automated phone call telling me the delivery would be arriving at my home in minutesI waited until 11:and when no delivery had arrived I called customer serviceI was advised that they would attempt to call the driver and call me back with an updateWhen I did not receive a return call, I called back to customer serviceAgain, I was told that they did not know what happened and would attempt to contact the driver and call be backWhen I did not receive a call back for the second time, I called back to customer service and asked to speak with a supervisorI was again connected with MrR and he immediately asked me why I had arranged to have the delivery he had already canceledI was caught in the middle of incompetent employees, company miscommunications, multiple deliveries of damaged goods, approximately hours of my time wasted waiting on deliveries, and an uncooperative supervisor accusing me of complicating the processI did not want to speak to MrR at this pointHe had already proved to me he could not resolved the issues and was not understanding of my frustration at allI wanted to speak with a person in a position of authority that had the power to resolve the circumstances immediatelyMrR was unable to give me a name or a phone number to contact a supervisor above him to insure my situation be handled promptly and properly and advised me that my only option was to email the company
Your company has failed miserably at the customer service I have received and a proliferation of incompetence has been displayed by your employeesThis situation should never have gotten this farI would like to be contacted directly by an executive in a position with the ability to correct the customer service failures and resolve this situation immediatelyI have wasted enough of my time allowing your company the opportunity to replace the table in a timely and trustworthy manner
Please contact me immediately,
In regards to this complaint, the South Bay store is looking into the discrepancy of the $
">A customer service representative will be in contact with the consumer directly within the next hours
Please let me know if you need further information
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, the sofa and loveseat in question were purchased as a clearance model. With all clearance model's they are sold without the one year manufacturer’s warranty.
We did offer to replace the seat cushion cores on the loveseat only as a one-time courtesy. I am currently inquiring with our parts department on the ETA of these parts to complete the service.
The consumer will be contacted directly within the next week in regards to the cores
We did offer the Guardsman warranty refund, back in March of 2014. At this time if the consumer still wishes to cancel the Guardsman warranty they would have to make a request directly through Guardsman. Jerome's is no longer able to cancel or refund any Guardsman Protection Plans.
Guardsman can be contacted directly at (800) 253-
I apologize for any miscommunication which occurred in regards to coverage under the warranty
Please feel free to contact us directly at (866) 633-should you have any additional questions or concerns
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, I called and spoke with *** *** directly
The warranty for the mattress is directly through the manufacturer The manufacturer does require that the mattress be on proper frame and supports
The consumer does have
a metal frame, but the inspection indicated there was no center support to be able to support the weight of the mattress and box spring
The consumer is aware I am contacting the manufacturer directly to see if there are any options which they can possibly provide I will be back in contact with the consumer directly by the end of this week with an outcome
Should the consumer have any additional questions or concerns, he may simply contact us at*** ***
Sincerely,
*** **
Night Delivery & Tech Support Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I would like to accept the $in certificate but we paid for a year warranty in which the sales person stated everything, including even accidents were covered, let it be known that is not even an accident just faulty low grade grade furnitureI do not believe this is good faith If you push on a customer a year warranty for an additional amount, you should stand behind it, after purchase was complete I was given a pamphlet with a number to call if repairs needed to be made, at no time was it ever mentioned this would be through a 3rd partyThis to me feels like misrepresentation I had tried for the last year to get help from Jeromes directly with no help just rudeness All we really want is furniture that lasts for the time of warranty and for you to honor said warrantyWe started asking for repairs when the couch was years old,it just doesn't seem too much to ask for repairs, that to me is good faith, repairs in your warehouse seems to me to be the same as $in store credit I would like to extend a personal invite for the company to personally look at the couch and tell me this is the furniture they stand behind like their advertising and selling in showroom
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowPlease see the below string of e-mails as well the attachments that support fraud that the Customer Service Manager has just recently lied to the Revdex.com regarding. She claims that Jerome's has never seen the forged correspondence we received from *** which is untruthful because Jerome's is who submitted this forged and fraudulent documentation on their own behalf. Jerome's can't submit fraudulent information to *** *** just to avoid a chargeback-see attached. Please see the attached documentation I was able to procure from *** shows a copy and pasted invoice that has the SAME EXACT ORDER NUMBER, DATE AND TIME, CASHIER, SALESPERSON, AND TRANSACTION NUMBER! So how can they explain how TWO DIFFERENT transactions will contain the SAME EXACT information. They can't and won't!!! Someone in their offices forged this receipt in an attempt to avoid the chargeback for the defective couch they sold us and that constitutes fraud, period. When I subpoena the original documentation from Jerome's I can guarantee it won't match what we haveShe also claims that Jerome's was not notified of the defective sofa within the year warranty period which again is a lie. We have correspondence in our possession where we reported this in and Jerome's dropped the ball and failed to meet their obligation as promised when they failed to have a technician come out and inspect the sofa back in 2013. She then also claimed that lotion or perfumes can cause peeling however not only do we not used those items, even if we did, the sections of the sofa where the peeling is occurring would not even come into contact with lotion or perfume as the part of the body that comes into contact with the sofa (i.e the seat of the pants or back of the shirt) does not even touch the sofa as it is covered by clothing.
Who do you know that puts lotion or perfume on the seat of their pants or the back of the shirts? It is also not an environemental issue as they are trying to use an excuse because we have other furniture made of this same alleged "leather" and it is not peeling and it is a decade old. AT THE END OF THE DAY A QUALITY COUCH SHOULD NOT PEEL BY SIMPLY SITTING ON IT. It continues to peel, although it is now covered by a sheet which means no ones skin is coming into direct contact with the sofa (which it never was to begin with) which proves we are in no way at fault for the sofa peeling. Again Jerome's is grabbing for straws and quite frankly I am sick of the lies and excuses. They have committed fraud, sold me a defective sofa, and they have taken our money and think it is okay to try and stick us with a couch that isn't even worth $let alone $1,200. We will not stand for it. They are even failing at transparency as required by law by refusing to provide the person and place where service of the summons and complaint (when filed) can be performed
Regards,
*** ***
In regards to this claim, customer contacted our office directly
New Roman"">
The year warranty is through a 3rd party company called ***
*** 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 ***
Should the consumer have any additional questions, they may simply contact us at (*** ***
Sincerely,
Jerome's Furniture
In regards to this
claim, the initial exchange was written on 7/24/ Originally parts were
on order in lieu of exchanging the parts
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Most ETA's for parts to
arrive can be up to days Since we were unable to receive the parts
in this allotted time we offered the e/e to the consumer
Unfortunately the
manufacturer has discontinued the chairs which were originally purchased. The consumer did speak with a representative
and we have offered the customer to reselect
The customer will have
the initial credit they paid for the chairs in the residence to apply to other
merchandise in the store The offer is for equal value only Should
the consumer select something greater in pricing they would be responsible for
the difference
Once the customer has
reselected, we are offering free delivery and would pick up the chairs
currently in the residence and deliver the consumers new selection
The offer for
reselection is valid until August 24,
Should the consumer have
any additional questions or concerns, they may simply contact us at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to the above complaint, the customer has already been contacted directly by Jerome's via the e-mails sent
The customer is unable to place an order online since she wishes to use the $credit which was given to her for inconvenience
The purchase will need to be made
in one of our store locations for the credit to be used
The consumer is aware of this information
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us We apologize for the inconvenience which has occurred
After review of your account, the technician did determine there was not a defect found on the sleeper The adjustment which was requested is unable to be performed due to possible damages occurring to the flooring in the home
Unfortunately we are unable to offer a refund; however, as a good faith gesture we can still honor the offer for reselection
Should you wish to reselect you will have full credit for which you originally paid for the merchandise Once you have selected new merchandise we would pithe merchandise in the residence
The offer for reselection is valid until March
Your order has been notated in regards to the above offer
Should you have any additional questions or concerns please do not hesitate to contact us at (*** ***
Sincerely,
Jerome's Furniture
ORDERED A LEATHER SOFA BACK IN NOVEMBER WAS TOLD IT WOLD BE TO WEEK TILL IT WOULD BE READYIT IS NOW APRIL NO SOFA THEY WILL NOT TELL ME WHEN OR WHAT IS GOING ONTHEY HAVE CHARGED MY CARD THEY ARE IGNORING ME WE HAVE CALLED MAY TIMES AND GONE BACK TO THE STORE TO GET INFORMATIONTHE LASTED IS IT MITE BE A FEW MORE MOUNTS
In regards to this
claim, if the "store credit" which was referenced in the claim was an
actual gift certificate (the consumer mentioned coupon) this is
non-transferrable and cannot be redeemed for cash or
refund
We were unable to locate
an account where a gift certificate had been issued based upon the consumer’s
information provided in the claim
The consumer will need
to contact us directly to provide either the order #, phone # or name in which
was used when the gift certificate was issued to see if we can possibly
re-issue the certificate
Gift certificates have a
one-year expiration date from the time of issuance and after the one-year
period the certificate (s) are null and void
Please have the consumer
contact us at *** ***so that we may get additional information in regards
to the certificates which were possibly issued
Sincerely,
Jerome's Furniture
In regards to this claim, the consumer was already assisted by a member of our service staff.Times New Roman"">
The button has been placed on order through the manufacturer
Should the consumer have any additional questions or concerns, we can be contacted at*** ***
Sincerely,
Jerome’s Furniture
Dear *** *** ***
Roman";">
Thank you for reaching out to
us We do understand your situation and appreciate you expressing your
concerns
For the Queen sized
mattress in question, which was delivered on September 2, 2009, the warranty
for this mattress, is directly through ***
Unfortunately Jerome's
does not warranty this mattress and as such we are unable to intervene between
a decision of the warranty between the consumer and *** We also are
unable to provide any options in regards to this mattress since the warranty is
fulfilled directly through the manufacturer
With all manufacturers
of mattresses the warranty does indicate that any stains on the mattress will
void the warranty In most cases, if you are able to fully clean the
stain to where it is not visible the manufacturer may possibly still warranty
the mattress
This information will
need to be verified directly through Simmons, since this claim is currently
with their company
We apologize for any
miscommunication which may have occurred
Should you need further
assistance on how to contact Simmons directly or if you have any other
questions, please feel free to contact us at (866) 633-
Sincerely,
Jerome's Furniture
In regards to this complaint we do offer our consumers several different finance options. *** which is also known as *** is one of the options
This consumer financed through *** ***, after review of their account
Jerome's does not offer in-house financing directly through Jerome's. All financing options are through 3rd party companies. At the time of financing the consumers are made aware of the financing terms prior to signing the financing agreement.
Unfortunately we cannot change or alter the financing terms which were signed at the time of purchase, since the contract is directly through ***
We do advertise all of our financing options which can easily be located on our website.
Should the consumer need additional assistance in regards to their *** financing account, they would need to contact *** directly at *** ***
The consumer can also contact our Customer Care Department at *** *** should they need further assistance
Sincerely,
*** ***
Jerome's Furniture
I purchased a sleeper sofa at the Anaheim location on 10/3/I paid $cash for the order and remaining $debit/creditI have yet to receive my item or the status of my orderI called several times, spoke to different people who stated a person contact me with details, I haven't received one callThere was a reason for my purchaseThere is story for every furniture purchaseI am a single mother of a year old daughter, living in a bedroom apartment in Pomona, CAThe room is for may daughter, I took the living room I purchased the sleeper sofa as it is essential for daily livingI am currently sleeping on a $sleeping mattress waiting for my $sleeper sof
! What type of business is Jerry N runningI don't know if I should cancel my order or order a different itemI would like a immediate refund!!
Hello,
I was able to speak with our 3rd party delivery company, *** ***, and they have been in contact with the consumer directly and are awaiting information from this consumer to be able to continue on with the claimPlease let me know if you need any further informationSincerely,
*** ***
Customerer Care Manager
In regards to this claim we are unable to locate any customer account based upon the customer's name, phone # or address
I was unable to reach the customer on the phone # listed and we will send an e-mail to the e-mail address the customer provided to see if we can further
assist the consumer
We would need either the order # or phone # which was used on the purchase in questionSincerely,
Jerome's Furniture
In regards to the above claim, the customer had already contacted us directly and cancelled the order
The original order was going to be financed through ** *** The transaction through ** *** has been cancelled and nothing was charged to the customer's
account
The $which the customer paid with her *** *** card has also been refunded as of today, May 8, Refunds can take up to business days to reflect as an available credit
The consumer currently has no open or pending orders through us and all money owed has been refunded
Please let me know if you need additional information
Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, I spoke with the consumer the day after this claim was filed
Roman","serif"Times New Roman"">
The delivery fee of
$was waived due to the discrepancies and a timeframe was accommodated for
delivery
Unfortunately we cannot
comply with the consumers request for 50% off his invoice
As a good faith gesture,
I will extend free delivery on his next purchase (up to an $value)
A notation has been
placed on the consumers account with the above offer and has no expiration
date
Should the consumer have
any additional questions or concerns, we can be contacted at (*** ***
Sincerely,
*** ***
Customer Care Manager
My letter to Customer Service on November 15,
This issue has not been resolved, however, the unaceptable and unprofessional customer service I have received to date can no be undone
To Whom it may concern,
I am writing this letter to advise the administrative executives of Jerome's that I have received unacceptable customer service and have been subject to the non-existent resolution practices of your company
On November 1, I purchase several pieces of furniture including a six piece dinette set which was delivered on the same dayWe discovered that the dinette table delivered was a damaged table top, so we scheduled to have a replacement table top deliveryUpon receiving the second delivery of the replacement table top, we discovered it also was damagedWhat was disturbing to me about this table was that the damage had a poorly attempted repair to the damage and was delivered to me as a new tableThe drivers that made the delivery were embarrassed and apologetic because it was plain to see that there was a botched repair job on the tableIt seems to me that your company is either in the business of pawning off repaired furniture as new or you quality control is subparThe drivers took pictures of the damage and returned the table to the warehouse
I was scheduled a third delivery for a replacement table top for which I had to wait a week due to the item being out of stockWhen the item was available and subsequently delivered, the drivers unboxed the table top at the truck for inspection to ensure it was in new conditionUpon inspecting the third delivery of this item, we discovered the this item was also damagedThere was a crack in the laminate on one side of the tableThe drivers place the table back in the truck and returned it to the warehouse
At this point I have waited patiently through three delivery processes, each with a hour window of availability, and I still do not have a replacement for the table originally deliveredThis unacceptable business practice was becoming highly frustrating, so I decided to call the company to speak with a supervisor in an attempt to get resolution and request the company take immediate action to ensure I receive the item I purchased without delay and in new conditionI was connected with customer service supervisor David R in Ranch Bernardo in an attempt to resolve the issuesIn our conversation MrR advised me that there were only four tables remaining in the warehouse and I would stand a better chance of having an undamaged table available if I waited for a warehouse delivery of more inventory scheduled for the next weekI took MrR at his word, so he told me he would cancel my fourth delivery scheduled for November 15th and he would advise me when the new shipment of tables arrived at the warehouse to schedule my new delivery dateLate in the evening on the November 14th, after speaking with MrR, I received an email requesting a confirmation for the delivery scheduled on the 15th, which I ignored due to my conversation with MrROn the morning of the 15th I received a text message asking to confirm the delivery on the 15thNow I am under the impressing MrR did not cancel the originally scheduled delivery on the 15th and confirmed the delivery scheduled for the 15th which had a delivery window between 11:and 15:At 10:I received an automated phone call telling me the delivery would be arriving at my home in minutesI waited until 11:and when no delivery had arrived I called customer serviceI was advised that they would attempt to call the driver and call me back with an updateWhen I did not receive a return call, I called back to customer serviceAgain, I was told that they did not know what happened and would attempt to contact the driver and call be backWhen I did not receive a call back for the second time, I called back to customer service and asked to speak with a supervisorI was again connected with MrR and he immediately asked me why I had arranged to have the delivery he had already canceledI was caught in the middle of incompetent employees, company miscommunications, multiple deliveries of damaged goods, approximately hours of my time wasted waiting on deliveries, and an uncooperative supervisor accusing me of complicating the processI did not want to speak to MrR at this pointHe had already proved to me he could not resolved the issues and was not understanding of my frustration at allI wanted to speak with a person in a position of authority that had the power to resolve the circumstances immediatelyMrR was unable to give me a name or a phone number to contact a supervisor above him to insure my situation be handled promptly and properly and advised me that my only option was to email the company
Your company has failed miserably at the customer service I have received and a proliferation of incompetence has been displayed by your employeesThis situation should never have gotten this farI would like to be contacted directly by an executive in a position with the ability to correct the customer service failures and resolve this situation immediatelyI have wasted enough of my time allowing your company the opportunity to replace the table in a timely and trustworthy manner
Please contact me immediately,
In regards to this complaint, the South Bay store is looking into the discrepancy of the $
">A customer service representative will be in contact with the consumer directly within the next hours
Please let me know if you need further information
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, the sofa and loveseat in question were purchased as a clearance model. With all clearance model's they are sold without the one year manufacturer’s warranty.
We did offer to replace the seat cushion cores on the loveseat only as a one-time courtesy. I am currently inquiring with our parts department on the ETA of these parts to complete the service.
The consumer will be contacted directly within the next week in regards to the cores
We did offer the Guardsman warranty refund, back in March of 2014. At this time if the consumer still wishes to cancel the Guardsman warranty they would have to make a request directly through Guardsman. Jerome's is no longer able to cancel or refund any Guardsman Protection Plans.
Guardsman can be contacted directly at (800) 253-
I apologize for any miscommunication which occurred in regards to coverage under the warranty
Please feel free to contact us directly at (866) 633-should you have any additional questions or concerns
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, I called and spoke with *** *** directly
The warranty for the mattress is directly through the manufacturer The manufacturer does require that the mattress be on proper frame and supports
The consumer does have
a metal frame, but the inspection indicated there was no center support to be able to support the weight of the mattress and box spring
The consumer is aware I am contacting the manufacturer directly to see if there are any options which they can possibly provide I will be back in contact with the consumer directly by the end of this week with an outcome
Should the consumer have any additional questions or concerns, he may simply contact us at*** ***
Sincerely,
*** **
Night Delivery & Tech Support Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I would like to accept the $in certificate but we paid for a year warranty in which the sales person stated everything, including even accidents were covered, let it be known that is not even an accident just faulty low grade grade furnitureI do not believe this is good faith If you push on a customer a year warranty for an additional amount, you should stand behind it, after purchase was complete I was given a pamphlet with a number to call if repairs needed to be made, at no time was it ever mentioned this would be through a 3rd partyThis to me feels like misrepresentation I had tried for the last year to get help from Jeromes directly with no help just rudeness All we really want is furniture that lasts for the time of warranty and for you to honor said warrantyWe started asking for repairs when the couch was years old,it just doesn't seem too much to ask for repairs, that to me is good faith, repairs in your warehouse seems to me to be the same as $in store credit I would like to extend a personal invite for the company to personally look at the couch and tell me this is the furniture they stand behind like their advertising and selling in showroom
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowPlease see the below string of e-mails as well the attachments that support fraud that the Customer Service Manager has just recently lied to the Revdex.com regarding. She claims that Jerome's has never seen the forged correspondence we received from *** which is untruthful because Jerome's is who submitted this forged and fraudulent documentation on their own behalf. Jerome's can't submit fraudulent information to *** *** just to avoid a chargeback-see attached. Please see the attached documentation I was able to procure from *** shows a copy and pasted invoice that has the SAME EXACT ORDER NUMBER, DATE AND TIME, CASHIER, SALESPERSON, AND TRANSACTION NUMBER! So how can they explain how TWO DIFFERENT transactions will contain the SAME EXACT information. They can't and won't!!! Someone in their offices forged this receipt in an attempt to avoid the chargeback for the defective couch they sold us and that constitutes fraud, period. When I subpoena the original documentation from Jerome's I can guarantee it won't match what we haveShe also claims that Jerome's was not notified of the defective sofa within the year warranty period which again is a lie. We have correspondence in our possession where we reported this in and Jerome's dropped the ball and failed to meet their obligation as promised when they failed to have a technician come out and inspect the sofa back in 2013. She then also claimed that lotion or perfumes can cause peeling however not only do we not used those items, even if we did, the sections of the sofa where the peeling is occurring would not even come into contact with lotion or perfume as the part of the body that comes into contact with the sofa (i.e the seat of the pants or back of the shirt) does not even touch the sofa as it is covered by clothing.
Who do you know that puts lotion or perfume on the seat of their pants or the back of the shirts? It is also not an environemental issue as they are trying to use an excuse because we have other furniture made of this same alleged "leather" and it is not peeling and it is a decade old. AT THE END OF THE DAY A QUALITY COUCH SHOULD NOT PEEL BY SIMPLY SITTING ON IT. It continues to peel, although it is now covered by a sheet which means no ones skin is coming into direct contact with the sofa (which it never was to begin with) which proves we are in no way at fault for the sofa peeling. Again Jerome's is grabbing for straws and quite frankly I am sick of the lies and excuses. They have committed fraud, sold me a defective sofa, and they have taken our money and think it is okay to try and stick us with a couch that isn't even worth $let alone $1,200. We will not stand for it. They are even failing at transparency as required by law by refusing to provide the person and place where service of the summons and complaint (when filed) can be performed
Regards,
*** ***
In regards to this claim, customer contacted our office directly
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The year warranty is through a 3rd party company called ***
*** 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 ***
Should the consumer have any additional questions, they may simply contact us at (*** ***
Sincerely,
Jerome's Furniture
In regards to this
claim, the initial exchange was written on 7/24/ Originally parts were
on order in lieu of exchanging the parts
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Most ETA's for parts to
arrive can be up to days Since we were unable to receive the parts
in this allotted time we offered the e/e to the consumer
Unfortunately the
manufacturer has discontinued the chairs which were originally purchased. The consumer did speak with a representative
and we have offered the customer to reselect
The customer will have
the initial credit they paid for the chairs in the residence to apply to other
merchandise in the store The offer is for equal value only Should
the consumer select something greater in pricing they would be responsible for
the difference
Once the customer has
reselected, we are offering free delivery and would pick up the chairs
currently in the residence and deliver the consumers new selection
The offer for
reselection is valid until August 24,
Should the consumer have
any additional questions or concerns, they may simply contact us at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to the above complaint, the customer has already been contacted directly by Jerome's via the e-mails sent
The customer is unable to place an order online since she wishes to use the $credit which was given to her for inconvenience
The purchase will need to be made
in one of our store locations for the credit to be used
The consumer is aware of this information
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager