In regards to claim # *** for customer *** ***, this complaint has been resolved
The customer cancelled the order and received a refund for the sideboard on February 5,
The refund in the amount of $1,(the delivery fee was
previously refunded in the amount of $89.99) was refunded to the *** on file ending in ***
Please let me know if you need any additional information in regards to this claim
Sincerely,
*** ***
Customer Care Manager
Jerome's Furniture Warehouse
One of our Customer Care
Managers, ***, was in contact with this consumer last week As of
now the information was sent to *** and *** is conducting an
investigation
*** has notified
us that they will be in direct contact with the consumer At this time we
are unable to process anything further until *** has conducted their own
investigation
The consumer also
advised he filed the dispute with *** the week of Thanksgiving
As of now the filing
will have to proceed with *** directly
If the consumer has any
additional questions, until *** contacts us, he may contact us at ***
Sincerely,
Jerome's Furniture
In regards to the above complaint, check # *** in the amount of $was mailed to the consumer on August 4,
The refund check should already have been received at the customer's residence
Please let me know if you should need any additional
information
Sincerely,
*** ***
Customer Care Manager
Dear ***
class="MsoNormal">We first would like to apologize for the inconvenience which has occurred with your order
I left a message as well as e-mailed you directly in regards to your claim
Your special order has been received and is available for delivery I have sent correspondence to *** *** who is the company that contracts our deliveries in regards to your property damage claim
After review of your account the claim was already opened with their company I will have a member of their management team contact you as soon as possible to have the property damage resolved
A total of $was refunded as of yesterday, November 7, for the inconvenience which occurred
Should you have any additional questions or concerns, please do not hesitate to contact us at *** *** You may also simply reply to the separate e-mail which was sent
Sincerely,
*** **
Night Delivery & Tech Support Manager
In regards to this complaint the consumer was contacted directly and a piis scheduled for the return of the special order ottoman and chair tomorrow, January 22,
Please let us know if you need any further
information
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us We apologize for the inconvenience which you have incurred
We have contacted our 3rd party delivery company, *** ***, and a member of their management team will be in contact with you within hours to discuss the property damage which occurred
We understand your frustration, however, the claim has to be processed through *** ***
In regards to the box spring, after review your account one of our technicians visited your residence on December 28, and the box spring was repaired
Please do not hesitate to contact us at*** *** if there is still a discrepancy with the box spring in question
Management from *** *** will be in contact with you directly within hours
If you should have any additional questions or concerns, please feel free to contact us at the number listed above
Sincerely,
Jerome's Furniture
Hello,
I spoke with the customer today and gave customer two options either we can exchange the item for the same one or customer can go back to the store and pick out something different and will give customer 10% discount and will still honor the one year warranty, the
customer will call back to inform us of what customer would like to do
Thanks!
class="MsoNoSpacing">Dear *** ***
This letter is in response to a Revdex.com claim we received on the King sized *** mattress which was delivered on May 5, 2009. I apologize for any inconvenience which has occurred
At the time of delivery, your mattress was sold with a warranty directly through the manufacturer, *** Unfortunately, *** did go out of business at the end of 2009/beginning of
At that time, unfortunately, the warranty was no longer valid since the manufacturer went out of business
As a good faith gesture to our consumers, since we are not legally obligated, we were offering $gift certificate which can be used toward a future purchase
A secondary manufacturer, ***, has offered to do best effort repairs for mattresses which would have been deemed defective under ***’s original warranty. This option was only offered for consumers who purchased the mattress less than years ago
As a good faith gesture, we can send *** *** *** to inspect the mattress to see if it would be deemed defective. If the mattress is deemed defective under ***’s original warranty you would be responsible to bring the mattress into our Distribution Center which is located in Rancho Bernardo to have the mattress sent to ***
Turnaround for repairs is 2-weeks once *** has received the mattress. The mattress must be free and clear of any stains or soilage and be on a supportive frame.
The repairs offered by *** are on a best-effort basis and are not guaranteed to be of the same caliber of repair as the original manufacturer, ***
Should you wish to take advantage of one of the options listed above, please contact Customer Care at *** ***. The options will be valid until March 12,
Sincerely,
*** ***
Customer Care Manager
In regards to this claim the consumer was contacted directly
The offer for reselection is for equal pricing. Should the consumer wish to select something greater in pricing they would be responsible for the additional cost
We did offer to assist the consumer and
we were willing to provide a $discount off the set the consumer wished to reselect to but we are unable to offer the price difference of $
The consumer did end up exchanging the Power sofa and loveseat with the same set that was already in the residence
The delivery occurred on April 8,
Should the consumer need additional assistance we can gladly be reached at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, the actual part was approved to be ordered from the extended warranty
carrier, ***
Roman","serif"">
The part in question was
not ordered under the Jerome's warranty through Jerome's, since the warranty on
the merchandise in question expired on September 9,
A claim was processed
through *** and in return *** notified Jerome's to order the
part.
We are unable to comply
with the consumers request for refund Correspondence has been sent to
our manufacturer to find out when the part was shipped and is estimated to be
received
If by chance there are
any issues with the part order, we will contact *** directly to let them
know the additional information to contact you to offer alternative options in
lieu of providing the part
A Customer Care
Representative will contact you from Jerome's within 24-hours in regards to
your parts
Please feel free to
contact us at *** *** should you have any additional questions or
concerns
Sincerely,
Jerome's Furniture
On May I purchased a living room leather a seat sofa and comforter from the store in Anaheim .I added an extended warranty for years which cost me extra $.All came to $pretty hefty price for comforter and seat sofaAfter month ,one day ,a small section at the arm of the comforter the color came out, few weeks later, a big section on the back of the same comforter were missing colorThat the seat I use to watch TV.(the seat section is not used only for guests).I went to the store and this is the first time in my life I heard the expression "BODY OIL" ,I had leather sofas over years and never EVER had color problem .To my opinion it is a defect the way they color their leather sofas, there is no body oil on my fingers or my neck Jerome's refused to take the merchant and return the moneyWho want to have this kind of product ,the technician came, took pictures and promised that Jerome will call meSince last week I chase the customer service and their extended warranty to come and fix the problem
Dear *** ***
class="MsoNormal">
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 (*** *** 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
We do understand the consumer’s
frustration and apologize for any inconvenience which has occurred.Times New Roman";">
Unfortunately, all
refund requests for the warranty have to go directly through *** since
the warranty period has exceeded days from the initial purchase We
are unable to process any type of policy requests for the *** warranty
Please feel free to
contact them directly to process the request for cancellation of the remaining
policy
Should you have any
additional questions or concerns, please do not hesitate to contact us at ***
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 belowThis 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 phone
In 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 unacceptable. If 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,
*** ***
Dear Mr***,
"> Thank you for contacting
us
After review of your
account, the merchandise in question was delivered on October 21,
At the time of purchase
your merchandise came with a warranty directly through Jerome’s. This warranty covers any manufacturing
defects which are reported within the first year from the original delivery
date
The one year warranty on
your merchandise expired on October 21,
Unfortunately, we do not
offer extended warranties on the manufacturer’s warranty and the expiration
date would have been listed above
We do understand your frustration;
however, we cannot comply with your request for repair of the merchandise in
your residence since you are out of our warranty
I can gladly refer you
to a 3rd party company that specializes in all type of furniture
repair
Furniture Medic is a
reputable company and can be reached at *** ***
Should you have any
additional questions or concerns, please feel free to contact us at ###-###-####
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, ***, the manager of our *** *** Showroom has been in direct contact with the consumer
"serif"Times New Roman"">
The last correspondence was on December 18, and a message was left for the customer to contact us back
As of now, we are currently awaiting the consumer to contact us
The consumer can reach us at *** *** and we can gladly offer further assistance in regards to the part
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 belowAccording to Jerome's, I failed to report damages in a timely mannerThis is absolutely not trueEven immediately upon delivery, I tried to refuse to sign the paperworkI tried to reject the delivery as soon as I received itHowever, it was late at night, it was obvious the deliverymen had been working exhaustively all day long, and they said they would not be paid if I did not sign their papersThey said they would let customer service know of the damageThe delivery occurred on August 16,
On August 18, 2015, Jerome's sent an inspector to come to my house to assess the damagesI confirmed this date with Jerome’sHe took plenty of photos and documented the situation extensively, both furniture and carpet damageHe said that usually, Jerome's requires or photos, but he took more than because there were just too many damages to include
On August 19, 2015, I called customer service four times to discuss compensation for the damagesI was offered the standard options: either 10% off, or exchangeI found both of these to be unacceptable, for reasons I have stated beforeI was told that a supervisor would get back to me, but I never received a call from them
On August 28, 2015, I called customer service again, to make sure my complaints and requests were understood, because I never got the supervisor call I was promised last timeI spoke to ***She promised that a supervisor would call me back promptlyNo one ever got back to me
On August 31, 2015, I called customer service yet again because I still had not heard from a supervisorI spoke to ***Again, she promised that a supervisor would call me back soonAgain, no one ever didI could not continue to wait for this call that would never comeI recognized that my attempts at giving them a chance to resolve the issue were hopeless
On September 17, 2015, I had no choice but to file a dispute with my credit card companyI was told not to communicate with Jerome’s directly while the credit card company’s investigation was ongoing
As you can see, I have been working on this issue continuously ever since I received delivery of the furnitureI caused no delays on my partI did not miss any supposed deadlines to contact Jerome’sThus, the issue of time is not a valid explanation or excuse to justify the inferior quality of the furniture I received
At no point did I ever opt to keep the furniture as isFrom the very start I have made it clear that the furniture is unacceptable and that I seek a full return
If Jerome’s insists that a full return is not possible, I must request a 50% refundIn addition to the defective goods I received, I have suffered significant time loss and have been subject to frustration caused by the inferior quality of customer service at Jerome’sRegards,*** ***
We have been shopping at Jerome's for the last years! On Sept23, 2016, we purchased a mattress and box springs set from the Murrieta, California store We paid $for the set Our sales person was Jerry G My husband and I both emphasized that the main feature we were looking for in a mattress was that it would not make any body indentations leaving a lump in the middle That was the reason we were replacing our old mattress We were waking up with back aches and pains When we finally chose a mattress, we asked Jerry if we would be experiencing the same thing with this mattress Jerry said that this might occur as the years pass, but definitely not now as this was a brand new mattress Since he seemed to know what he was talking about, and because his business card indicates that he is a "bedding expert", we took him at his word He also told us that it would take about two months to get used to the new mattress About a month after we received the bed set, my husband noticed that the mattress was already making an indentation My husband called Jerry and told him what was going on He sort of brushed him off saying that someone would be calling to set a time for a rep from Premier Inspection Services, LTD, to inspect the mattress The rep took measurements and pictures, etcand told us someone would let us know the results After a couple of days, we received a letter from Premier Inspections Services, Ltd., telling us that they go by the guidelines that Jerome's sets and that they determined that there was no defect in the mattress and therefore nothing could be done My question is this - if we start seeing indentations after one month, what on earth will it look like after 2, or years? Not only that, but we are still waking with aches and pains with a brand new mattress I understand that retailers have their store policies about their merchandisebut to just basically tell a loyal customer that too bad, so sad, but you are going to have to eat the $2500! They indicate no willingness to talk to us, to work with us to see if we can come to some resolution This is truly not the Jerome's we remember doing business with in the past I see many complaints about this retailer concerning not only mattresses but many other types of issue as well And usually they are mostly unresolved Why are we being forced to keep their product if it does not meet our needs and is actually causing us discomfort? What kind of retailer does this to his customers? I would strongly urge people NOT to purchase anything from Jerome's, especially not a mattress If you have a problem, they will leave you hanging as if you don't exist Buyer Beware!!!
We bought a bedroom set at the store in San Marcos on Friday nightWe decided to buy it because it was in stock and they said it could be delivered Saturday
Then on Friday we received a call saying our furniture was going to be delivered at 2:pm on SaturdaySo far good
Very early on Saturday they said everything was going to be delivered except for the mattress because it was actually not in stockWe were not happy but thought ok, we can go to the store cancel the mattress and buy it somewhere else but still at that point the bed and dresser was up for delivery on Saturday at 2:pm
Then we got another message saying that our entire delivery was canceled because they didn't have a bed railAt that point we were already very upset and went to the store right awayThey said it was a mistake and that they had the bed rail in stock and that they can still deliver on Saturday that I was going to get a call right away, it was around 11:am
It was 2:pmand nobody called meI had to follow up with the store and then they told me that my furniture was going to be delivered at 8:pm
They came at 8:pm with the furniture and started installingAt 9:pmI'm told that the headboard was defective and they couldn't finish the installationThey said a new headboard was going to be sent on Sunday and that somebody was going to call me early in the morningOn a side note, my order included a mattress cover that the delivery guy left at the previous house and he had to leave to go and get it for us
Sunday morning nobody called of course and I started calling trying to see at what time my headboard was comingI would expect given that it's not our fault plus all the problems we already had that my delivery was going to happen first thing in the morningBut of course not, my delivery is scheduled around 4:00/5:pmWe have plans that we are going to miss because of this, basically our entire weekend was destroyed because of this mess
I called to try to speed up the delivery and they can't, the only thing they can do for me is reimburse the delivery, my time is way more valuable than that!
I can't put in words how upset, frustrated and disappointed we are with the entire experienceNothing worked as expected
They should have sent the headboard first thing in the morning, they don't care about customers and their time
I'm not buying at this store never ever again and I will be sure to share this experience every time I get a chance
I have never experienced something like this, I hope this review helps other buyersAnd I hope other customers that experience bad service like we did will also share their storiesJeromes doesn't deserve to be in business
In regards to this claim, the consumer is aware we are working with our finance department to ensure the $is processed back to her finance account
We honored the 10% off the wardrobe chest and the $is in the process of being refunded to her finance
account
The consumer is aware we will contact her back within hours as soon as we have additional information from our finance department
Sincerely,
Jerome's Furniture
In regards to claim # *** for customer *** ***, this complaint has been resolved
The customer cancelled the order and received a refund for the sideboard on February 5,
The refund in the amount of $1,(the delivery fee was
previously refunded in the amount of $89.99) was refunded to the *** on file ending in ***
Please let me know if you need any additional information in regards to this claim
Sincerely,
*** ***
Customer Care Manager
Jerome's Furniture Warehouse
One of our Customer Care
Managers, ***, was in contact with this consumer last week As of
now the information was sent to *** and *** is conducting an
investigation
*** has notified
us that they will be in direct contact with the consumer At this time we
are unable to process anything further until *** has conducted their own
investigation
The consumer also
advised he filed the dispute with *** the week of Thanksgiving
As of now the filing
will have to proceed with *** directly
If the consumer has any
additional questions, until *** contacts us, he may contact us at ***
Sincerely,
Jerome's Furniture
In regards to the above complaint, check # *** in the amount of $was mailed to the consumer on August 4,
The refund check should already have been received at the customer's residence
Please let me know if you should need any additional
information
Sincerely,
*** ***
Customer Care Manager
Dear ***
class="MsoNormal">We first would like to apologize for the inconvenience which has occurred with your order
I left a message as well as e-mailed you directly in regards to your claim
Your special order has been received and is available for delivery I have sent correspondence to *** *** who is the company that contracts our deliveries in regards to your property damage claim
After review of your account the claim was already opened with their company I will have a member of their management team contact you as soon as possible to have the property damage resolved
A total of $was refunded as of yesterday, November 7, for the inconvenience which occurred
Should you have any additional questions or concerns, please do not hesitate to contact us at *** *** You may also simply reply to the separate e-mail which was sent
Sincerely,
*** **
Night Delivery & Tech Support Manager
In regards to this complaint the consumer was contacted directly and a piis scheduled for the return of the special order ottoman and chair tomorrow, January 22,
Please let us know if you need any further
information
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us We apologize for the inconvenience which you have incurred
We have contacted our 3rd party delivery company, *** ***, and a member of their management team will be in contact with you within hours to discuss the property damage which occurred
We understand your frustration, however, the claim has to be processed through *** ***
In regards to the box spring, after review your account one of our technicians visited your residence on December 28, and the box spring was repaired
Please do not hesitate to contact us at*** *** if there is still a discrepancy with the box spring in question
Management from *** *** will be in contact with you directly within hours
If you should have any additional questions or concerns, please feel free to contact us at the number listed above
Sincerely,
Jerome's Furniture
Hello,
I spoke with the customer today and gave customer two options either we can exchange the item for the same one or customer can go back to the store and pick out something different and will give customer 10% discount and will still honor the one year warranty, the
customer will call back to inform us of what customer would like to do
Thanks!
class="MsoNoSpacing">Dear *** ***
This letter is in response to a Revdex.com claim we received on the King sized *** mattress which was delivered on May 5, 2009. I apologize for any inconvenience which has occurred
At the time of delivery, your mattress was sold with a warranty directly through the manufacturer, *** Unfortunately, *** did go out of business at the end of 2009/beginning of
At that time, unfortunately, the warranty was no longer valid since the manufacturer went out of business
As a good faith gesture to our consumers, since we are not legally obligated, we were offering $gift certificate which can be used toward a future purchase
A secondary manufacturer, ***, has offered to do best effort repairs for mattresses which would have been deemed defective under ***’s original warranty. This option was only offered for consumers who purchased the mattress less than years ago
As a good faith gesture, we can send *** *** *** to inspect the mattress to see if it would be deemed defective. If the mattress is deemed defective under ***’s original warranty you would be responsible to bring the mattress into our Distribution Center which is located in Rancho Bernardo to have the mattress sent to ***
Turnaround for repairs is 2-weeks once *** has received the mattress. The mattress must be free and clear of any stains or soilage and be on a supportive frame.
The repairs offered by *** are on a best-effort basis and are not guaranteed to be of the same caliber of repair as the original manufacturer, ***
Should you wish to take advantage of one of the options listed above, please contact Customer Care at *** ***. The options will be valid until March 12,
Sincerely,
*** ***
Customer Care Manager
In regards to this claim the consumer was contacted directly
The offer for reselection is for equal pricing. Should the consumer wish to select something greater in pricing they would be responsible for the additional cost
We did offer to assist the consumer and
we were willing to provide a $discount off the set the consumer wished to reselect to but we are unable to offer the price difference of $
The consumer did end up exchanging the Power sofa and loveseat with the same set that was already in the residence
The delivery occurred on April 8,
Should the consumer need additional assistance we can gladly be reached at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, the actual part was approved to be ordered from the extended warranty
carrier, ***
Roman","serif"">
The part in question was
not ordered under the Jerome's warranty through Jerome's, since the warranty on
the merchandise in question expired on September 9,
A claim was processed
through *** and in return *** notified Jerome's to order the
part.
We are unable to comply
with the consumers request for refund Correspondence has been sent to
our manufacturer to find out when the part was shipped and is estimated to be
received
If by chance there are
any issues with the part order, we will contact *** directly to let them
know the additional information to contact you to offer alternative options in
lieu of providing the part
A Customer Care
Representative will contact you from Jerome's within 24-hours in regards to
your parts
Please feel free to
contact us at *** *** should you have any additional questions or
concerns
Sincerely,
Jerome's Furniture
On May I purchased a living room leather a seat sofa and comforter from the store in Anaheim .I added an extended warranty for years which cost me extra $.All came to $pretty hefty price for comforter and seat sofaAfter month ,one day ,a small section at the arm of the comforter the color came out, few weeks later, a big section on the back of the same comforter were missing colorThat the seat I use to watch TV.(the seat section is not used only for guests).I went to the store and this is the first time in my life I heard the expression "BODY OIL" ,I had leather sofas over years and never EVER had color problem .To my opinion it is a defect the way they color their leather sofas, there is no body oil on my fingers or my neck Jerome's refused to take the merchant and return the moneyWho want to have this kind of product ,the technician came, took pictures and promised that Jerome will call meSince last week I chase the customer service and their extended warranty to come and fix the problem
Dear *** ***
class="MsoNormal">
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 (*** *** 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
We do understand the consumer’s
frustration and apologize for any inconvenience which has occurred.Times New Roman";">
Unfortunately, all
refund requests for the warranty have to go directly through *** since
the warranty period has exceeded days from the initial purchase We
are unable to process any type of policy requests for the *** warranty
Please feel free to
contact them directly to process the request for cancellation of the remaining
policy
Should you have any
additional questions or concerns, please do not hesitate to contact us at ***
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 belowThis 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 phone
In 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 unacceptable. If 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,
*** ***
Dear Mr***,
"> Thank you for contacting
us
After review of your
account, the merchandise in question was delivered on October 21,
At the time of purchase
your merchandise came with a warranty directly through Jerome’s. This warranty covers any manufacturing
defects which are reported within the first year from the original delivery
date
The one year warranty on
your merchandise expired on October 21,
Unfortunately, we do not
offer extended warranties on the manufacturer’s warranty and the expiration
date would have been listed above
We do understand your frustration;
however, we cannot comply with your request for repair of the merchandise in
your residence since you are out of our warranty
I can gladly refer you
to a 3rd party company that specializes in all type of furniture
repair
Furniture Medic is a
reputable company and can be reached at *** ***
Should you have any
additional questions or concerns, please feel free to contact us at ###-###-####
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, ***, the manager of our *** *** Showroom has been in direct contact with the consumer
"serif"Times New Roman"">
The last correspondence was on December 18, and a message was left for the customer to contact us back
As of now, we are currently awaiting the consumer to contact us
The consumer can reach us at *** *** and we can gladly offer further assistance in regards to the part
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 belowAccording to Jerome's, I failed to report damages in a timely mannerThis is absolutely not trueEven immediately upon delivery, I tried to refuse to sign the paperworkI tried to reject the delivery as soon as I received itHowever, it was late at night, it was obvious the deliverymen had been working exhaustively all day long, and they said they would not be paid if I did not sign their papersThey said they would let customer service know of the damageThe delivery occurred on August 16,
On August 18, 2015, Jerome's sent an inspector to come to my house to assess the damagesI confirmed this date with Jerome’sHe took plenty of photos and documented the situation extensively, both furniture and carpet damageHe said that usually, Jerome's requires or photos, but he took more than because there were just too many damages to include
On August 19, 2015, I called customer service four times to discuss compensation for the damagesI was offered the standard options: either 10% off, or exchangeI found both of these to be unacceptable, for reasons I have stated beforeI was told that a supervisor would get back to me, but I never received a call from them
On August 28, 2015, I called customer service again, to make sure my complaints and requests were understood, because I never got the supervisor call I was promised last timeI spoke to ***She promised that a supervisor would call me back promptlyNo one ever got back to me
On August 31, 2015, I called customer service yet again because I still had not heard from a supervisorI spoke to ***Again, she promised that a supervisor would call me back soonAgain, no one ever didI could not continue to wait for this call that would never comeI recognized that my attempts at giving them a chance to resolve the issue were hopeless
On September 17, 2015, I had no choice but to file a dispute with my credit card companyI was told not to communicate with Jerome’s directly while the credit card company’s investigation was ongoing
As you can see, I have been working on this issue continuously ever since I received delivery of the furnitureI caused no delays on my partI did not miss any supposed deadlines to contact Jerome’sThus, the issue of time is not a valid explanation or excuse to justify the inferior quality of the furniture I received
At no point did I ever opt to keep the furniture as isFrom the very start I have made it clear that the furniture is unacceptable and that I seek a full return
If Jerome’s insists that a full return is not possible, I must request a 50% refundIn addition to the defective goods I received, I have suffered significant time loss and have been subject to frustration caused by the inferior quality of customer service at Jerome’sRegards,*** ***
We have been shopping at Jerome's for the last years! On Sept23, 2016, we purchased a mattress and box springs set from the Murrieta, California store We paid $for the set Our sales person was Jerry G My husband and I both emphasized that the main feature we were looking for in a mattress was that it would not make any body indentations leaving a lump in the middle That was the reason we were replacing our old mattress We were waking up with back aches and pains When we finally chose a mattress, we asked Jerry if we would be experiencing the same thing with this mattress Jerry said that this might occur as the years pass, but definitely not now as this was a brand new mattress Since he seemed to know what he was talking about, and because his business card indicates that he is a "bedding expert", we took him at his word He also told us that it would take about two months to get used to the new mattress About a month after we received the bed set, my husband noticed that the mattress was already making an indentation My husband called Jerry and told him what was going on He sort of brushed him off saying that someone would be calling to set a time for a rep from Premier Inspection Services, LTD, to inspect the mattress The rep took measurements and pictures, etcand told us someone would let us know the results After a couple of days, we received a letter from Premier Inspections Services, Ltd., telling us that they go by the guidelines that Jerome's sets and that they determined that there was no defect in the mattress and therefore nothing could be done My question is this - if we start seeing indentations after one month, what on earth will it look like after 2, or years? Not only that, but we are still waking with aches and pains with a brand new mattress I understand that retailers have their store policies about their merchandisebut to just basically tell a loyal customer that too bad, so sad, but you are going to have to eat the $2500! They indicate no willingness to talk to us, to work with us to see if we can come to some resolution This is truly not the Jerome's we remember doing business with in the past I see many complaints about this retailer concerning not only mattresses but many other types of issue as well And usually they are mostly unresolved Why are we being forced to keep their product if it does not meet our needs and is actually causing us discomfort? What kind of retailer does this to his customers? I would strongly urge people NOT to purchase anything from Jerome's, especially not a mattress If you have a problem, they will leave you hanging as if you don't exist Buyer Beware!!!
We bought a bedroom set at the store in San Marcos on Friday nightWe decided to buy it because it was in stock and they said it could be delivered Saturday
Then on Friday we received a call saying our furniture was going to be delivered at 2:pm on SaturdaySo far good
Very early on Saturday they said everything was going to be delivered except for the mattress because it was actually not in stockWe were not happy but thought ok, we can go to the store cancel the mattress and buy it somewhere else but still at that point the bed and dresser was up for delivery on Saturday at 2:pm
Then we got another message saying that our entire delivery was canceled because they didn't have a bed railAt that point we were already very upset and went to the store right awayThey said it was a mistake and that they had the bed rail in stock and that they can still deliver on Saturday that I was going to get a call right away, it was around 11:am
It was 2:pmand nobody called meI had to follow up with the store and then they told me that my furniture was going to be delivered at 8:pm
They came at 8:pm with the furniture and started installingAt 9:pmI'm told that the headboard was defective and they couldn't finish the installationThey said a new headboard was going to be sent on Sunday and that somebody was going to call me early in the morningOn a side note, my order included a mattress cover that the delivery guy left at the previous house and he had to leave to go and get it for us
Sunday morning nobody called of course and I started calling trying to see at what time my headboard was comingI would expect given that it's not our fault plus all the problems we already had that my delivery was going to happen first thing in the morningBut of course not, my delivery is scheduled around 4:00/5:pmWe have plans that we are going to miss because of this, basically our entire weekend was destroyed because of this mess
I called to try to speed up the delivery and they can't, the only thing they can do for me is reimburse the delivery, my time is way more valuable than that!
I can't put in words how upset, frustrated and disappointed we are with the entire experienceNothing worked as expected
They should have sent the headboard first thing in the morning, they don't care about customers and their time
I'm not buying at this store never ever again and I will be sure to share this experience every time I get a chance
I have never experienced something like this, I hope this review helps other buyersAnd I hope other customers that experience bad service like we did will also share their storiesJeromes doesn't deserve to be in business
In regards to this claim, the consumer is aware we are working with our finance department to ensure the $is processed back to her finance account
We honored the 10% off the wardrobe chest and the $is in the process of being refunded to her finance
account
The consumer is aware we will contact her back within hours as soon as we have additional information from our finance department
Sincerely,
Jerome's Furniture