Dear *** ***,
Roman";">
Thank you for reaching out to us I am
sorry to hear of the issues which have been reported
At the time of purchase
your merchandise came with a warranty directly through Jerome's This
warranty covers the cost of parts and repair for any manufacturing defects
which are reported to us within the first year from the original delivery or
pidate
The one year warranty on
your merchandise expired on May 21,
The extended warranty,
which you opted to purchase, covers an array of one-time accidental stains and
damages for years or when the warranty has been fulfilled
The issue which was
reported, peeling leather, is not covered under the *** year protections
plan since this did not occur from a one-time incident Generally peeling
of leather can occur over a period of time and can be caused by natural body
oils, hair creams or sprays, exposure to direct sunlight, furniture cleaners,
etc
After review of the
pictures which the technician took of the peeling, this seems to have occurred
due to natural body oils and is not considered a structural defect
We do understand your frustration;
however we are unable to comply with your request for refund on the ***
warranty *** does allow their consumers a day grace period in
which the consumer can cancel the warranty, however this time limit has already
exceeded
You can certainly
contact *** directly at *** *** to make an inquiry for possible
pro-rated refund of the policy
The seat cushion cores
are still under our year warranty for removable seat cushion cores and we can
gladly replace the seat cores for just the seats Please feel free to
either bring in the cushions directly to our Distribution Center located in
Rancho Bernardo or you can drop them off at a store location nearest to you
Turnaround time for the
repair of the seat cushion cores is roughly week
The other issues which
were reported unfortunately are not covered under the *** policy and
would have needed to be reported to us prior to May 21, in order to be
covered under our warranty
We apologize for any
inconvenience which has occurred Should you have any additional
questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
I purchased an expensive mattress from Jerome's, only to have it sag on the sides in a short time after purchaseDespite being under warranty, I was informed by a representative that in the short three years, the mattress was sagging because of wear and tearI believe I received a faulty piece of merchandise, and I would hope that Jerome's would rectify this by simply replacing the item
We called and spoke with the customer directly
Roman"">
The customer purchased this item on May 24, and reported the squeaking frame on November 20,
The technician went out in December but the customer declined the service since they did not like the quality and wanted to reselect to something else The technician has confirmed that the squeaking can be easily repaired
The customer is aware our warranty is for services and repair only, which is also stated on the back of our sales receipt
We are fully willing to honor our warranty by repairing the loveseat in the customer’s residence
Should the consumer change her mind and wish to schedule the service, she may simply contact us at (866) 633-
Sincerely,
Jerome's Furniture
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us We apologize for any confusion which may have occurred
The one-year warranty does cover any manufacturing defects which are reported within the 1st year Seam separations are covered; however, this is an actual rip not a seam and is not considered a manufacturing defect
Unfortunately ripsare not considered to be a defect
We can gladly try to assist you by meeting half way with the parts; however, since this is not an open seam it would not be fully covered under our warranty
Should you wish to proceed, please feel free to contact us at *** ***
Sincerely,
Jerome's Furniture
In regards to the above complaint, a service technician is scheduled to repair the sofa in question after 4pm on Thursday January 29,
The consumer will be contacted directly tomorrow night with the estimated timeframe for the technician to arrive
Unfortunately, we will not be able to comply with the consumer request for refund of the merchandise; however we are confident the technician will be able to complete the necessary repairs
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 below
I decide to take this issue to court I saw enough but this person name *** was very rude and made a racial comment
Regards,
*** ***
I ordered a sofa from the Torrance Store, and was advised that I would receive it on weeksI did....but without a middle cushion! I was advised that this would be requested from the manufacturer and that I should have it SOON! weeks later and nothing was receivedAfter multiple phone calls and no resolution, I put a stop on the payment of my credit cardStill, the cushion only cam weeks after that at this point I finally received a call from customer service asking if all was okay
Long story short, I got a letter fro a collection company advising that I pay or
If you ever want to buy a couch or anything from Jerome's Furniture, if it's not available on the floor for immediate delivery, I would refrain
I would rather pay more and get my stuff from another store that will be more customer friendly and efficient
Needless to say, I will not be back thereWill not be fooled by all these great commercials at prime TV time
And yes, I have paid their moneyI would never want anything to do with Jerome's Furniture again!
Dear *** ***
class="MsoNormal"> Thank you for reaching out to us We would
like to apologize for the inconvenience which you have incurred on your recent
purchase
After review of your
account, our records indicate your delivery was indeed completed on December 5,
The refunds which were
mentioned in your claim have also been processed back onto your original method
of payment
We apologize once again
for the inconvenience Should you need further assistance or have any
additional questions or concerns, please do not hesitate to contact us at ***
Sincerely,
Jerome's Furniture
In regards to the rebuttal the customer was contacted directly
We currently have the sofa which was in the customer's home in our Distribution Center
We have offered the customer the below options, which is above and beyond our initial warranty:
1) Full refund on the sofa
2) Customer can reselect to something else in the store location (for the cost of what was paid on the sofa)
3) We can exchange the sofa
Customer did not want any of the options and advised that he wanted us to replace the sofa + give him a full refund of the cost which he paid on the sofa. We are unable to comply with the consumers request and only the above options are available
The above options will be valid through August 20, 2014, since that is the maximum amount of time we can hold onto his sofa in our Distribution Center
The customer has our contact information if he wishes to take advantage of one of the offers listed above
Sincerely,
*** ***
Customer Care Manager
I bought a leather sofa/sectional a little over two years ago for $ Back in April I noticed that the leather was starting to fade in several places on only one sofa After several months of battling with customer reps from Jerome's (who seem clueless and don't care to want to make things right) I finally got a "tech" to come over my house, take pictures and write a report to send into management The "tech" took about twenty pictures with his phone and during the time he was taking the photos he was agreeing with my analysis of the fading because the fading was occurring in random places After he was done he said he would go back to the store write his report and submit the pictures Literally fifteen minutes later after he had left I received a phone call from a Jerome's rep saying they had taken a look at the pictures and the report and they "determined that the fading was caused from body oils" Are you kidding me!!! Some of the fading was happening where the body doesn't even touch!! I am so disappointed in the quality of the furniture They should put on the price tag "fading can occur after two years"!! I argued my point with the rep and she asked if I wanted to speak with a manager and of course I said yes Well it's been three days and no one has reached out to me :( I would love to talk to Jerry and let him know what kind of customer service his company employs In his commercials he talks so confident about the quality of his "family" owned furniture...............if he only new!!
Dear *** ***
Thank you for providing additional information We apologize that the manufacturer sent the incorrect stitching on the sofa
After review of your account the sofas have been placed on re-order through the manufacturer Unfortunately with this manufacturer we are unable to place any rushes since the merchandise is being shipped from overseas
We do understand this frustration For the additional inconvenience we will refund back $
The refund will be processed back to the original method of payment
We will contact you as soon as the new special order has been received
Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
Dear *** ***
Thank you for reaching out to us We apologize for any miscommunication or inconvenience which has
occurred
At the time of purchase your merchandise came with a warranty directly through Jerome's This warranty guarantees your merchandise to be free of any manufacturing defects for one year from the original delivery or pidate Our warranty is for parts and repairs
After review of your account, the current service for the loveseat is the only issue which has been reported to us for this particular item
We understand your frustration, however, a repair has never been attempted on this particular loveseat
We will try to expedite the parts as quickly as possible If in the future there continues to be an ongoing issue we can certainly see if there would be an alternative option to repairs at that time
Once your parts have been received we will contact you to schedule a technician appointment for the parts to be installed
Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
Dear *** ***,
I first
would like to apologize for any inconvenience you may have incurred
Jerome’s ultimate goal is to provide a pleasant
shopping
experience accompanied by outstanding customer service. I am displeased to hear you have not received
the five star service we are well known for throughout the furniture industry
After review of your account, I have confirmed delivery was
received on January 19,
For your inconvenience, we would like to extend free
delivery to you on your next purchase with Jerome’s, a value up to $
I have notated your account with this offer, which is valid
until January 1,
Please do not hesitate to contact us at *** *** should you have any additional questions or concerns
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
Thank you for reaching out to us We
apologize for any
inconvenience which has occurred
After review of your
account, the order was delivered on March 3, On this delivery we
provided the trundles (the daybed only comes with a trundle, this set based
upon our website does not offer drawers), since the merchandise was out of stock
at that time
We attempted to deliver
the new trundles in November, however, the merchandise was sent back
The trundle which was
originally provided as a loaner was the same item which we delivered in
November
Information has been
sent to the ** *** showroom to have a sales manager or supervisor contact you
in regards to your invoice Unfortunately it does not appear this bed is
sold/and or comes with the option for under drawers vsa trundle
Please expect a call
within hours
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 below
Product that was delivered is different than the product I purchasedI've been trying (unsuccessfully) to resolve this issue with Jerome's directly since June of Desired Outcome:Return of product to Jerome's and refund of my money from Jerome's.
Regards,
*** ***
In regards to the above claim, the full refund was processed back onto the *** card on file on December 10,
">We apologize for the inconvenience which occurred in regards to the refund
The refund should have already been posted to the consumer’s credit card, since most refunds can take up to 5-business days to reflect as an available credit
Please let me know if you need any additional information
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 below.On Jul 28, 4:PM, *** *** *** ***
What still is not resolved: Although we have been offered $store credit, that still does resolve the obvious. We contacted Jeromes directly within DAYS of our one year manufacturers warranty expiring BECAUSE we were unhappy with *** warranty. It was conveyed to us by our sales rep(***) that our extended warranty *** would take care of frame, fabric, and motorUnfortunately, none of which is true
What was required from Jeromes, was to send out their own sales manager, inspect the furniture and THEN make a recommendation. We live minutes from the store. At minimum, we need store credit for no less than $1,pre tax
This couch has been falling apart within weeks of purchaseOur ignorance was that we should have acted faster on the poor quality, however we were in the understanding that there was nothing to worry about.....we had ***
Regards,
*** ***
In regards to this
claim, if the consumer can bring the seat cushion cores directly to our
Distribution Center located in Rancho Bernardo we can offer to use our own shop
foam to replace the seat cushion
cores
If the consumer can
bring then in, we can certainly get them repaired within days to be able to
meet their July 31st deadline for their transfer
If the cushions are
brought to one of our outlining stores, unfortunately it will take a week and a
half to have the cores replaced and sent back to the store
If the customer would
like for us to use the shop foam, our Distribution Center hours are Monday
through Friday 10am-6pm, Saturday 10am-7pm and Sunday 11am-6pm
The consumers account
has been noted with this information
Should they have any
additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
The customer did not provide a phone number on their claim. I e-mailed them back at the e-mail address listed on the complaint
We are currently working on ways to improve our overall Website to be more user friendly. Our current Website is under construction and will be
revealed hopefully by the end of
In the e-mail I gave the customer my direct phone number to contact me should he need further assistance
Sincerely,
*** ***
Customer Care Manager
Dear *** ***,
Roman";">
Thank you for reaching out to us I am
sorry to hear of the issues which have been reported
At the time of purchase
your merchandise came with a warranty directly through Jerome's This
warranty covers the cost of parts and repair for any manufacturing defects
which are reported to us within the first year from the original delivery or
pidate
The one year warranty on
your merchandise expired on May 21,
The extended warranty,
which you opted to purchase, covers an array of one-time accidental stains and
damages for years or when the warranty has been fulfilled
The issue which was
reported, peeling leather, is not covered under the *** year protections
plan since this did not occur from a one-time incident Generally peeling
of leather can occur over a period of time and can be caused by natural body
oils, hair creams or sprays, exposure to direct sunlight, furniture cleaners,
etc
After review of the
pictures which the technician took of the peeling, this seems to have occurred
due to natural body oils and is not considered a structural defect
We do understand your frustration;
however we are unable to comply with your request for refund on the ***
warranty *** does allow their consumers a day grace period in
which the consumer can cancel the warranty, however this time limit has already
exceeded
You can certainly
contact *** directly at *** *** to make an inquiry for possible
pro-rated refund of the policy
The seat cushion cores
are still under our year warranty for removable seat cushion cores and we can
gladly replace the seat cores for just the seats Please feel free to
either bring in the cushions directly to our Distribution Center located in
Rancho Bernardo or you can drop them off at a store location nearest to you
Turnaround time for the
repair of the seat cushion cores is roughly week
The other issues which
were reported unfortunately are not covered under the *** policy and
would have needed to be reported to us prior to May 21, in order to be
covered under our warranty
We apologize for any
inconvenience which has occurred Should you have any additional
questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
I purchased an expensive mattress from Jerome's, only to have it sag on the sides in a short time after purchaseDespite being under warranty, I was informed by a representative that in the short three years, the mattress was sagging because of wear and tearI believe I received a faulty piece of merchandise, and I would hope that Jerome's would rectify this by simply replacing the item
We called and spoke with the customer directly
Roman"">
The customer purchased this item on May 24, and reported the squeaking frame on November 20,
The technician went out in December but the customer declined the service since they did not like the quality and wanted to reselect to something else The technician has confirmed that the squeaking can be easily repaired
The customer is aware our warranty is for services and repair only, which is also stated on the back of our sales receipt
We are fully willing to honor our warranty by repairing the loveseat in the customer’s residence
Should the consumer change her mind and wish to schedule the service, she may simply contact us at (866) 633-
Sincerely,
Jerome's Furniture
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us We apologize for any confusion which may have occurred
The one-year warranty does cover any manufacturing defects which are reported within the 1st year Seam separations are covered; however, this is an actual rip not a seam and is not considered a manufacturing defect
Unfortunately ripsare not considered to be a defect
We can gladly try to assist you by meeting half way with the parts; however, since this is not an open seam it would not be fully covered under our warranty
Should you wish to proceed, please feel free to contact us at *** ***
Sincerely,
Jerome's Furniture
In regards to the above complaint, a service technician is scheduled to repair the sofa in question after 4pm on Thursday January 29,
The consumer will be contacted directly tomorrow night with the estimated timeframe for the technician to arrive
Unfortunately, we will not be able to comply with the consumer request for refund of the merchandise; however we are confident the technician will be able to complete the necessary repairs
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 below
I decide to take this issue to court I saw enough but this person name *** was very rude and made a racial comment
Regards,
*** ***
I ordered a sofa from the Torrance Store, and was advised that I would receive it on weeksI did....but without a middle cushion! I was advised that this would be requested from the manufacturer and that I should have it SOON! weeks later and nothing was receivedAfter multiple phone calls and no resolution, I put a stop on the payment of my credit cardStill, the cushion only cam weeks after that at this point I finally received a call from customer service asking if all was okay
Long story short, I got a letter fro a collection company advising that I pay or
If you ever want to buy a couch or anything from Jerome's Furniture, if it's not available on the floor for immediate delivery, I would refrain
I would rather pay more and get my stuff from another store that will be more customer friendly and efficient
Needless to say, I will not be back thereWill not be fooled by all these great commercials at prime TV time
And yes, I have paid their moneyI would never want anything to do with Jerome's Furniture again!
This claim was resolved with the consumer directly
Should you have any additional questions please contact us at *** ***
Sincerely,
Jerome's Furniture
Dear *** ***
class="MsoNormal"> Thank you for reaching out to us We would
like to apologize for the inconvenience which you have incurred on your recent
purchase
After review of your
account, our records indicate your delivery was indeed completed on December 5,
The refunds which were
mentioned in your claim have also been processed back onto your original method
of payment
We apologize once again
for the inconvenience Should you need further assistance or have any
additional questions or concerns, please do not hesitate to contact us at ***
Sincerely,
Jerome's Furniture
In regards to the rebuttal the customer was contacted directly
We currently have the sofa which was in the customer's home in our Distribution Center
We have offered the customer the below options, which is above and beyond our initial warranty:
1) Full refund on the sofa
2) Customer can reselect to something else in the store location (for the cost of what was paid on the sofa)
3) We can exchange the sofa
Customer did not want any of the options and advised that he wanted us to replace the sofa + give him a full refund of the cost which he paid on the sofa. We are unable to comply with the consumers request and only the above options are available
The above options will be valid through August 20, 2014, since that is the maximum amount of time we can hold onto his sofa in our Distribution Center
The customer has our contact information if he wishes to take advantage of one of the offers listed above
Sincerely,
*** ***
Customer Care Manager
I bought a leather sofa/sectional a little over two years ago for $ Back in April I noticed that the leather was starting to fade in several places on only one sofa After several months of battling with customer reps from Jerome's (who seem clueless and don't care to want to make things right) I finally got a "tech" to come over my house, take pictures and write a report to send into management The "tech" took about twenty pictures with his phone and during the time he was taking the photos he was agreeing with my analysis of the fading because the fading was occurring in random places After he was done he said he would go back to the store write his report and submit the pictures Literally fifteen minutes later after he had left I received a phone call from a Jerome's rep saying they had taken a look at the pictures and the report and they "determined that the fading was caused from body oils" Are you kidding me!!! Some of the fading was happening where the body doesn't even touch!! I am so disappointed in the quality of the furniture They should put on the price tag "fading can occur after two years"!! I argued my point with the rep and she asked if I wanted to speak with a manager and of course I said yes Well it's been three days and no one has reached out to me :( I would love to talk to Jerry and let him know what kind of customer service his company employs In his commercials he talks so confident about the quality of his "family" owned furniture...............if he only new!!
Dear *** ***
Thank you for providing additional information We apologize that the manufacturer sent the incorrect stitching on the sofa
After review of your account the sofas have been placed on re-order through the manufacturer Unfortunately with this manufacturer we are unable to place any rushes since the merchandise is being shipped from overseas
We do understand this frustration For the additional inconvenience we will refund back $
The refund will be processed back to the original method of payment
We will contact you as soon as the new special order has been received
Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
Dear *** ***
Thank you for reaching out to us We apologize for any miscommunication or inconvenience which has
occurred
At the time of purchase your merchandise came with a warranty directly through Jerome's This warranty guarantees your merchandise to be free of any manufacturing defects for one year from the original delivery or pidate Our warranty is for parts and repairs
After review of your account, the current service for the loveseat is the only issue which has been reported to us for this particular item
We understand your frustration, however, a repair has never been attempted on this particular loveseat
We will try to expedite the parts as quickly as possible If in the future there continues to be an ongoing issue we can certainly see if there would be an alternative option to repairs at that time
Once your parts have been received we will contact you to schedule a technician appointment for the parts to be installed
Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
Dear *** ***,
I first
would like to apologize for any inconvenience you may have incurred
Jerome’s ultimate goal is to provide a pleasant
shopping
experience accompanied by outstanding customer service. I am displeased to hear you have not received
the five star service we are well known for throughout the furniture industry
After review of your account, I have confirmed delivery was
received on January 19,
For your inconvenience, we would like to extend free
delivery to you on your next purchase with Jerome’s, a value up to $
I have notated your account with this offer, which is valid
until January 1,
Please do not hesitate to contact us at *** *** should you have any additional questions or concerns
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
Thank you for reaching out to us We
apologize for any
inconvenience which has occurred
After review of your
account, the order was delivered on March 3, On this delivery we
provided the trundles (the daybed only comes with a trundle, this set based
upon our website does not offer drawers), since the merchandise was out of stock
at that time
We attempted to deliver
the new trundles in November, however, the merchandise was sent back
The trundle which was
originally provided as a loaner was the same item which we delivered in
November
Information has been
sent to the ** *** showroom to have a sales manager or supervisor contact you
in regards to your invoice Unfortunately it does not appear this bed is
sold/and or comes with the option for under drawers vsa trundle
Please expect a call
within hours
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 below
Product that was delivered is different than the product I purchasedI've been trying (unsuccessfully) to resolve this issue with Jerome's directly since June of Desired Outcome:Return of product to Jerome's and refund of my money from Jerome's.
Regards,
*** ***
In regards to the above claim, the full refund was processed back onto the *** card on file on December 10,
">We apologize for the inconvenience which occurred in regards to the refund
The refund should have already been posted to the consumer’s credit card, since most refunds can take up to 5-business days to reflect as an available credit
Please let me know if you need any additional information
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 below.On Jul 28, 4:PM, *** *** *** ***
What still is not resolved: Although we have been offered $store credit, that still does resolve the obvious. We contacted Jeromes directly within DAYS of our one year manufacturers warranty expiring BECAUSE we were unhappy with *** warranty. It was conveyed to us by our sales rep(***) that our extended warranty *** would take care of frame, fabric, and motorUnfortunately, none of which is true
What was required from Jeromes, was to send out their own sales manager, inspect the furniture and THEN make a recommendation. We live minutes from the store. At minimum, we need store credit for no less than $1,pre tax
This couch has been falling apart within weeks of purchaseOur ignorance was that we should have acted faster on the poor quality, however we were in the understanding that there was nothing to worry about.....we had ***
Regards,
*** ***
In regards to this
claim, if the consumer can bring the seat cushion cores directly to our
Distribution Center located in Rancho Bernardo we can offer to use our own shop
foam to replace the seat cushion
cores
If the consumer can
bring then in, we can certainly get them repaired within days to be able to
meet their July 31st deadline for their transfer
If the cushions are
brought to one of our outlining stores, unfortunately it will take a week and a
half to have the cores replaced and sent back to the store
If the customer would
like for us to use the shop foam, our Distribution Center hours are Monday
through Friday 10am-6pm, Saturday 10am-7pm and Sunday 11am-6pm
The consumers account
has been noted with this information
Should they have any
additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
The customer did not provide a phone number on their claim. I e-mailed them back at the e-mail address listed on the complaint
We are currently working on ways to improve our overall Website to be more user friendly. Our current Website is under construction and will be
revealed hopefully by the end of
In the e-mail I gave the customer my direct phone number to contact me should he need further assistance
Sincerely,
*** ***
Customer Care Manager