Gift of a bed for son and daughterinlaw went from bad to horrid, 3days later from purchase missing parts, poor communication, jeromes promise not kept!! Cancelled our credit card order told jeromes come pick up the bed I will spend my money elsewhere,I have yelped them and intend to inform friends family and coworkers this was one of the worst experiences I have ever had with customer service in my years of shopping
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us
I apologize for any miscommunication which has occurred
We do understand your frustration
To clarify the merchandise we did have in stock unfortunately was sent
damaged from the manufacturer
This was the cause in
delay of your order being received After review of your account it looks
like you already spoke with someone from our management team and the initial merchandise
was delivered on August 4,
An exchange was also set
up, due the merchandise being damaged and the exchange is scheduled on August
11,
Should you need further
assistance or have any questions or concerns, please do not hesitate to contact
us at *** ***
Sincerely,
*** ***
Customer Care Manager
Dear
*** ***,
""> I have received information from the RevDex.com in regards to a concerns you have expressed on the recent claim with
*** I apologize for any inconvenience you have incurred
After
review of your account, I have confirmed you are currently working with one of
our representatives *** to try to get a resolution through your extended
warranty carrier ***
We
have been in contact with *** and in order for *** to further
assist you with the additional claim on the sofa they will need pictures of the
areas that were recently cleaned
Please
feel free to send the pictures to *** or you may send them directly to my e-mail
address at ***@jeromes.com
Once
we have the pictures we will gladly submit them to *** for further
review
Please
do not hesitate to contact us at *** *** should you have any additional
questions or concerns
Sincerely,
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
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.They did offer me a new couch but I am very unhappy with what they WANTED me to pick I originally had a blue reclining sofa I decorated my whole house around the couch Jeromes didnt have any blue couches and I was forced to get a tan couch against my wishes The couch looks like a sore thumb I wanted my money back so I could purchase a blue couch somewhere elseThey said that wasnt there policy I now have to look at a couch that I do not like everyday My other option was to keep the broken couch I had Their customer service is awful
Regards,
*** ***
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.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,
*** ***
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!!
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***
***
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, the initial exchange was written on 7/24/ Originally parts were
on order in lieu of exchanging the parts
Roman","serif"">
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
I called and also e-mail the customer directly in regards to the attached claim
UI', sans-serif;">Unfortunately we cannot offer credit or exchange on mattress or bedding due to health reasons.
I have offered the customer partial credit on the mattress paid in Gift Certificates totaling $
Please let me know if you need any additional information in regards to this claim
Sincerely,
*** ***
Customer Care 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 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,
*** ***
Dear *** *** *** ***
class="MsoNormal">
Thank you for reaching out to us We apologize for any miscommunication or inconvenience which has occurred
After review of your account, the merchandise in question was delivered on May 26, You are currently still under our warranty for manufacturing defects which are reported within the 1st year from the original delivery date
The seat cushion cores as well as the backrest filling for the sofa are currently on order through the manufacturer We assure you we are working diligently to have the parts here as quickly as possible The current estimated time of arrival for your parts is showing the beginning/middle of June
The regular estimated time of arrival for parts which are being shipped from overseas is roughly 8-weeks The technician inspected the merchandise in your residence Mid-April
We have asked the manufacturer to rush the arrival of parts as quickly as possible
We do understand your frustration; however, we are unable to comply with your request for refund. We of course will still honor our warranty for parts and repairs under our warranty
For the inconvenience, we can gladly extend free delivery on your next purchase (value up to $89.99). This offer will be valid for year and will expire on May 8,
As soon as your parts have been received we will contact you to schedule a technician to install the parts
Please do not hesitate to contact us at*** *** should you have any additional questions or concerns
Sincerely,
Jerome's Furniture
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
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
We are working directly with the customer on this claim *** 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
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
This will be the second complaint I've filed against Jerome's and for the same issueJeromes has now attempted to deliver a swival rocker recliner three times in the past monthThe first being that the chair was not covered and sitting in the back of their delivery truck with a dirty blanket covering the chairThe second attempt was about a week ago or so but that time they had the wrong chairThis morning on 9-9-16, they once again brought a chair that was not in its original packaging and covered with a dirty movers blanket that had debris all over itI personally believe this was the same uncovered chair that they attempted to deliver more than three weeks ago
I spoke with Jerome's customer service rep about this matter this morning and she attempted to provide me with excuses for the drivers which she was completely wrongMore than a week ago I went to the *** *** Jerome's store where the chair was purchased and for the third time, I spoke with *** *** in an attempt to clear this a all up and get it right, but for the third time *** has failed to stay on top of this situation, and he failed to followup with me on the situationOnce again I will make the statement that this organizations customer service is horrific at best, and there is a PROFOUND lack of communication between their departmentsIn other words, the right hand does not know what the left hand is doing
I would like a call from Jerome's corporate management to discuss this matterI believe I have been drastically inconvenienced by the profound lack of Customer Care I paid for this chair nearly two months ago, and I'm still without the chair and they have my money and they attempted to charge me for today's delivery because the warehouse did not understand what a customer credit meantI believe I am due a partial refund for the inconvenienceThey need to get their act together and hire professionals and not incompetent people both at their warehouse and at their storeIf this matter had been brought to the attention of their upper level management or corporate officials, I do not believe that this situation would have gotten so out-of-controlThey need to special order me the chair that I spoke to *** about more than a week ago which I believe was a Charcoal Colored chairRegards,*** ***
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
This customer's claim was already resolved directly with the customer
*** *** has selected another set from our *** *** Showroom, which was delivered to his residence on February 16,
Please let me know if you need any additional
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 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
Gift of a bed for son and daughterinlaw went from bad to horrid, 3days later from purchase missing parts, poor communication, jeromes promise not kept!! Cancelled our credit card order told jeromes come pick up the bed I will spend my money elsewhere,I have yelped them and intend to inform friends family and coworkers this was one of the worst experiences I have ever had with customer service in my years of shopping
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us
I apologize for any miscommunication which has occurred
We do understand your frustration
To clarify the merchandise we did have in stock unfortunately was sent
damaged from the manufacturer
This was the cause in
delay of your order being received After review of your account it looks
like you already spoke with someone from our management team and the initial merchandise
was delivered on August 4,
An exchange was also set
up, due the merchandise being damaged and the exchange is scheduled on August
11,
Should you need further
assistance or have any questions or concerns, please do not hesitate to contact
us at *** ***
Sincerely,
*** ***
Customer Care Manager
Dear
*** ***,
""> I have received information from the RevDex.com in regards to a concerns you have expressed on the recent claim with
*** I apologize for any inconvenience you have incurred
After
review of your account, I have confirmed you are currently working with one of
our representatives *** to try to get a resolution through your extended
warranty carrier ***
We
have been in contact with *** and in order for *** to further
assist you with the additional claim on the sofa they will need pictures of the
areas that were recently cleaned
Please
feel free to send the pictures to *** or you may send them directly to my e-mail
address at ***@jeromes.com
Once
we have the pictures we will gladly submit them to *** for further
review
Please
do not hesitate to contact us at *** *** should you have any additional
questions or concerns
Sincerely,
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
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.They did offer me a new couch but I am very unhappy with what they WANTED me to pick I originally had a blue reclining sofa I decorated my whole house around the couch Jeromes didnt have any blue couches and I was forced to get a tan couch against my wishes The couch looks like a sore thumb I wanted my money back so I could purchase a blue couch somewhere elseThey said that wasnt there policy I now have to look at a couch that I do not like everyday My other option was to keep the broken couch I had Their customer service is awful
Regards,
*** ***
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.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,
*** ***
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!!
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***
***
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, the initial exchange was written on 7/24/ Originally parts were
on order in lieu of exchanging the parts
Roman","serif"">
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
I called and also e-mail the customer directly in regards to the attached claim
UI', sans-serif;">Unfortunately we cannot offer credit or exchange on mattress or bedding due to health reasons.
I have offered the customer partial credit on the mattress paid in Gift Certificates totaling $
Please let me know if you need any additional information in regards to this claim
Sincerely,
*** ***
Customer Care 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 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,
*** ***
Dear *** *** *** ***
class="MsoNormal">
Thank you for reaching out to us We apologize for any miscommunication or inconvenience which has occurred
After review of your account, the merchandise in question was delivered on May 26, You are currently still under our warranty for manufacturing defects which are reported within the 1st year from the original delivery date
The seat cushion cores as well as the backrest filling for the sofa are currently on order through the manufacturer We assure you we are working diligently to have the parts here as quickly as possible The current estimated time of arrival for your parts is showing the beginning/middle of June
The regular estimated time of arrival for parts which are being shipped from overseas is roughly 8-weeks The technician inspected the merchandise in your residence Mid-April
We have asked the manufacturer to rush the arrival of parts as quickly as possible
We do understand your frustration; however, we are unable to comply with your request for refund. We of course will still honor our warranty for parts and repairs under our warranty
For the inconvenience, we can gladly extend free delivery on your next purchase (value up to $89.99). This offer will be valid for year and will expire on May 8,
As soon as your parts have been received we will contact you to schedule a technician to install the parts
Please do not hesitate to contact us at*** *** should you have any additional questions or concerns
Sincerely,
Jerome's Furniture
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
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
We are working directly with the customer on this claim *** 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
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
This will be the second complaint I've filed against Jerome's and for the same issueJeromes has now attempted to deliver a swival rocker recliner three times in the past monthThe first being that the chair was not covered and sitting in the back of their delivery truck with a dirty blanket covering the chairThe second attempt was about a week ago or so but that time they had the wrong chairThis morning on 9-9-16, they once again brought a chair that was not in its original packaging and covered with a dirty movers blanket that had debris all over itI personally believe this was the same uncovered chair that they attempted to deliver more than three weeks ago
I spoke with Jerome's customer service rep about this matter this morning and she attempted to provide me with excuses for the drivers which she was completely wrongMore than a week ago I went to the *** *** Jerome's store where the chair was purchased and for the third time, I spoke with *** *** in an attempt to clear this a all up and get it right, but for the third time *** has failed to stay on top of this situation, and he failed to followup with me on the situationOnce again I will make the statement that this organizations customer service is horrific at best, and there is a PROFOUND lack of communication between their departmentsIn other words, the right hand does not know what the left hand is doing
I would like a call from Jerome's corporate management to discuss this matterI believe I have been drastically inconvenienced by the profound lack of Customer Care I paid for this chair nearly two months ago, and I'm still without the chair and they have my money and they attempted to charge me for today's delivery because the warehouse did not understand what a customer credit meantI believe I am due a partial refund for the inconvenienceThey need to get their act together and hire professionals and not incompetent people both at their warehouse and at their storeIf this matter had been brought to the attention of their upper level management or corporate officials, I do not believe that this situation would have gotten so out-of-controlThey need to special order me the chair that I spoke to *** about more than a week ago which I believe was a Charcoal Colored chairRegards,*** ***
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
This customer's claim was already resolved directly with the customer
*** *** has selected another set from our *** *** Showroom, which was delivered to his residence on February 16,
Please let me know if you need any additional
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 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