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 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
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
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
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
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 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,*** ***
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
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,
*** ***
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 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
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
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
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
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!!
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
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
In regards to the above claim, the customer actually did proceed with the financing through ***
The order was delivered on May 4, 2014. The application fee in process would be non-refundable since the order was indeed financed
I left a message for the customer to
contact me back should she need further assistance in regards to her order
Please let me know if you need any additional information
Thank you,
*** ***
Customer Care Manager
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
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 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
This claim was resolved with the consumer directly
Should you have any additional questions please contact us at *** ***
Sincerely,
Jerome's Furniture
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
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
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
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 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,*** ***
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
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,
*** ***
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 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
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
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
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
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!!
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
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
In regards to the above claim, the customer actually did proceed with the financing through ***
The order was delivered on May 4, 2014. The application fee in process would be non-refundable since the order was indeed financed
I left a message for the customer to
contact me back should she need further assistance in regards to her order
Please let me know if you need any additional information
Thank you,
*** ***
Customer Care Manager
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