weeks ago we ordered a sectional from Jeromes and were told it would be here in weeksWhen on the 4th week we had not heard anything we contacted Jeromes in Anaheim only to find out our order was never placedYes my credit card was docked $for my order but the sales lady never placed the order
So we contacted customer service, they promised us our couch in no more than weeks, with discounts and promisesNow we are on week and they are telling us that the couch is out of stock
They are not living up to their promises, they still have my $and the girl we talked to in customer service is being rude and obnoxious
We were planning on getting a recliner, dinnette set, and bedroom set from them but with the game they are playing I will never do business with them again, if they dont get me my sectional now
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
Dear Mr***,
"margin: 0in 0in 0pt;" class="MsoNormal"> I have received information from the Revdex.com in regards to concerns you have expressed on the King Sized mattress, which was delivered on January 26, 2014. I apologize for any inconvenience which you may have incurred
At the time of purchase, your mattress was sold with a warranty directly through the manufacturer, Aireloom. This warranty guarantees your mattress to be free of any workmanship defects, including body impressions; the warranty does not guarantee the level of comfort
With all new mattresses which are purchased, there is an adjustment period for the mattress to conform to your body to provide the optimal level of comfort.
To help assist with this adjustment period we suggest rotating the mattress every 2-weeks for the first three months. After the initial three months, we suggest to rotate every 5-months
I do understand your frustration; however we will be unable to comply with your request for refund or exchangeAll of our mattress and bedding home furnishings are non-returnable, which is stated on the back of our sales receipt
We would be more than happy to send out the manufacture approved inspection company, Premier Inspections West, to look over your mattress if you believe there is a defect in workmanship
Please feel free to contact us at (866) 633-if you wish to schedule an appointment
Should you have any additional questions or concerns, please do not hesitate to contact us at the number listed above
Sincerely,
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
In regards to this complaint the consumer has confirmed receipt of the part requiredShould the consumer need further assistance or have any additional questions or concerns, please feel free to contact us directly at ***
***
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us
We would like to assist you, however, we are unable to locate any account
base upon your first name, last name, address or phone # which you provided
We will need the
original order # or the phone # which was used at the time of purchase to be
provided so that we may look up your account to find out which mattress was
purchased
All of the mattresses
which we sell have a warranty directly through the manufacturer, in some cases;
Jerome's will act as a liaison between the consumer and the manufacturer for
the warranty to be fulfilled
Without being able to
locate your account, we are unable to assist you further
If you can please locate the
above information and contact us at *** *** we can gladly provide
additional information in regards to the manufacturer and the warranty
Sincerely,
Jerome's Furniture
I called and spoke with *** ***Information has been provided to our IT department in regards to the feedback on the website
Apologized to *** *** for any inconvenience
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Service Representative
In regards to this claim, the consumer contacted our Customer Care Department via e-mailThe sofa sleeper in question has been discontinued by the manufacturer and unfortunately we cannot provide this product to the consumer The refund for this item was already refunded to the
consumerAt this time, this sleeper is no longer available and will no longer be sold through Jerome'sWe have offered the consumer 10% off a future purchase for the inconvenience This offer is still valid and currently has no expiration dateThe order has been notated with this informationShould the consumer need further assistance, they can simply 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
I HAVE BEEN CONTACTED ON ONE OCCASION TO ASK IF I HAD CONTACTEDTHE Finance company regarding this matter No attempt to resolve this matter has been made and the accusation that Jeromes is making of a client care coordinator working with me directly is FALSE I take it as a mere attempt to make this go away, and I am not at all satisfied As a matter of fact, I am now even more upset due to the misleading statement made by Jeromes in an attempt to mislead the Revdex.com as well as myselfPlease proceed on my behalf in this matter
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowJerome's contacted us by phone and offered to refund our purchase price, minus the initial delivery charge The delivery charge was $ We do not accept an offer in which we still lose money on defective merchandise As stated in our initial complaint, we purchased the protection plan and would have accepted repair Since Jerome's will not repair the product, we should get all of our money back, which totals $
We have already lost money due to the fact that we gave away all of our old table linens and purchased new ones for the new table
Regards,
*** ***
Dear *** *** *** ***
I have received
information from the Revdex.com in regards to concerns expressed on *** *** We apologize for any miscommunication which has occurred
Your feedback in regards to *** *** business practices is very much appreciated and valued.
We do offer an array of different financing options at the time of purchase. At the time of financing, all the financing terms and conditions are presented in the contract during the time of signing.
I understand your frustration; however, we are unable to comply with your request for reimbursement due to *** *** This is a 3rd party contract which is signed with *** and not directly with Jerome's
Please feel free to contact *** *** directly should you have any questions or concerns in regards to the terms of your financing. Their Customer Care office can be reached directly at *** ***
Should you have any additional questions or concerns in regards to your order, please feel free to contact our Customer Care Department at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, we apologize for the inconvenience which has occurred.Times New Roman";">
Unfortunately the
manufacturer is no longer producing this fabric and as such the special order
cannot be replaced
We have already provided
the consumer $for the inconvenience which has been refunded based upon
their initial method of payment
We did offer to replace
the special order; however, since it is no longer available from the
manufacturer we are unable to provide replacement
Here are the final
options which we can provide the consumer:
1) We can offer full
refund of the special order loveseat + full price of the *** extended
warranty (the extended warranty is actually through a 3rd party carrier not
Jerome's)
2) We can offer the
customer a 15% discount on a new selection The way the reselection works
is the customer would have full credit of the amount they paid for the special
order loveseat in question + the applicate *** warranty Whichever
new item is selected we will provide a 15% discount off the retail price
If the pricing after this discount is over the available amount of credit
the consumer would be responsible to pay the difference in pricing
Once a new selection has
been picked out we would pithe special order loveseat from the consumer’s
residence and deliver the new selection (as long as it's not a Jerry's Blooper
item)
3) The final option is
the consumer can keep the special order loveseat with an additional $off
the price of the item. This would void
their warranty through Jerome’s for any manufacturing defects, since the unit
would be kept as is
The above options are
valid until October 21, After this date we will be unable to offer
any of the options above
The consumer will simply
need to contact us at (*** *** to indicate which option they would like
to select
Sincerely,
Jerome's Furniture
Honestly, I had high hopes with Jerome's furnitureHowever, my husband and I bought a bunk bed April of and the furniture is extremely wobbly and the wood has splits as well as cracking Within the year a technician came to our house twice and never tighten the furnitureThe technician stated that we needed to wait 10-weeks to receive the parts and at the time they will tighten up the furnitureI called the customer service number and spoke with a *** who said he was unable to help us until the pieces came inThereafter, I spoke with a *** and some other women who stated my husband and I can come in to select another bunk bed but would need to pay the differenceI explained to both managers that my husband and I agreed on buying twin beds or a trundle bed since we are scared that the bed would collapse since its the one we have is that insecure! We were told we still needed to pay the difference and we couldn't get an exchange on the mattresses
It is not our fault that we were sold faulty equipment and now my daughters are sleeping with my husband and I since we are that scared that the bed will collapse! No one seems to care or acknowledge the dangerous of this situation! It feels as though they want the bed collapsing to happen to get some sort of lawsuit case against them
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us We apologize for any inconvenience or miscommunication which may have occurred
With all of our mattress purchases each consumer signs a mattress receipt to confirm the correct mattress/foundation has been written up Once the mattress has been delivered we do not have a refund/reselection policy and all mattress/bedding sales are final
After review of the order with your sales person the item which was selected at the time of purchase was written up
We apologize if the mattress did not reach the level of comfort which you are seeking We recommend to rotate the mattress every 2-weeks for the first couple of months of use to allow the mattress to contour to your comfort level
You also have a warranty directly through the manufacturer for any structural/manufacturing defects which you may notice If you believe your mattress have a manufacturing defect, please do not hesitate to contact us at (*** *** and we can gladly assist you further
Should you have any questions or concerns, please do not hesitate to contact us at the number listed above
Sincerely,
*** ***
Customer Care Manager
In regards to this complaint we will honor the offer of exchange for the loveseat. The warranty will not start over since this is an exchange
The consumer will still have the remaining years for broken frame repair on the loveseat
We currently do have stock of the
loveseat and the consumer can gladly contact us to schedule a delivery date
The exchange is under order # ***
Please let me know if you have any additional questions
Sincerely,
*** ***
Customer Care Manager
The customer was called directly and we have scheduled a morning timeframe for the exchange this Sunday 3/6/
The customer is aware to contact us directly should she have any additional questions or
concerns
Sincerely,
Jerome's Furniture
The refund in the amount of $3,is being processed back to ** *** ***
All finance refunds can take up to billing cycles to reflect as an available credit
Please feel free to contact ** *** by the end of next week to verify that the credit has been processed
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
class="MsoNormal"> Thank you for reaching out to us We apologize for the inconvenience which occurred
We unfortunately were unable to reach you on the phone # which was provided in your claim
Per your request, your order has been cancelled and the refund has been processed back to the *** *** on file
Credit Card refunds can take up to 3-business days to reflect as an available credit depending on your banking institution
We apologize again for the inconvenience which occurred with the available inventory on your bedroom set
For the inconvenience we can gladly extend free delivery to you on a future purchase (up to $value) This offer has been notation on your account and does not have an expiration date
Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
I
called and left a message for the consumer on the phone number that was
provided in the claim
"">At
the time of purchase, the merchandise was sold with a warranty directly through
Jerome's Our warranty covers any manufacturing defects which are
reported within the 1st year from the original delivery date
The customer's warranty through Jerome’s expired on January 22,
The
Guardsman warranty in question, does cover an array of damages which occur from
a one-time accidental incident
After
reviewing the pictures, from the technician appointment in December, the
damages to the leather would not be covered under the Guardsman warranty, since
this occurrence happened over a period of time, not from a one-time incident
We
are unable to comply with the customer's request for a refund, however, I can
offer one of two below options to the customer:
1)
refund the Guardsman warranty in full in the amount of $or
2)
As a good faith gesture we can offer a $1,in gift certificates toward a
future purchase with Jerome’s
I
provided my direct line to the customer to contact me to indicate which option they
would like to choose. The customer can
also contact me via e-mail
Please
let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
For this claim, we did
send one of our service technicians to the consumer’s residence on May 19,
The technician determined the sectional did not have any
manufacturing
defects
The warranty which came
with the merchandise is a one-year warranty directly through Jerome's
This warranty is for parts and labor only and guarantees the merchandise
to be free of manufacturing defects which are reported within the first year
from the original delivery or pidate
The technician did
notify the consumer that as a good faith gesture we could order the seat
cushion cores and re-pad the armrests to try to alleviate the issues the
consumer mentioned, however, the consumer did not want any parts or repairs
We can gladly send out
another service technician to review the merchandise in the residence to
determine if there is a defect, however, we will only be able to abide by our
warranty for parts and labor
We are unable to comply
with the consumers request for refund
The consumer can contact
us at (*** *** to schedule a secondary inspection of the sectional or if
there are any additional questions/concerns
Sincerely,
Jerome's Furniture
Revdex.com:
I would like to reject the offer of Arbitration for complaint ID ***
Regards,*** ***
weeks ago we ordered a sectional from Jeromes and were told it would be here in weeksWhen on the 4th week we had not heard anything we contacted Jeromes in Anaheim only to find out our order was never placedYes my credit card was docked $for my order but the sales lady never placed the order
So we contacted customer service, they promised us our couch in no more than weeks, with discounts and promisesNow we are on week and they are telling us that the couch is out of stock
They are not living up to their promises, they still have my $and the girl we talked to in customer service is being rude and obnoxious
We were planning on getting a recliner, dinnette set, and bedroom set from them but with the game they are playing I will never do business with them again, if they dont get me my sectional now
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
Dear Mr***,
"margin: 0in 0in 0pt;" class="MsoNormal"> I have received information from the Revdex.com in regards to concerns you have expressed on the King Sized mattress, which was delivered on January 26, 2014. I apologize for any inconvenience which you may have incurred
At the time of purchase, your mattress was sold with a warranty directly through the manufacturer, Aireloom. This warranty guarantees your mattress to be free of any workmanship defects, including body impressions; the warranty does not guarantee the level of comfort
With all new mattresses which are purchased, there is an adjustment period for the mattress to conform to your body to provide the optimal level of comfort.
To help assist with this adjustment period we suggest rotating the mattress every 2-weeks for the first three months. After the initial three months, we suggest to rotate every 5-months
I do understand your frustration; however we will be unable to comply with your request for refund or exchangeAll of our mattress and bedding home furnishings are non-returnable, which is stated on the back of our sales receipt
We would be more than happy to send out the manufacture approved inspection company, Premier Inspections West, to look over your mattress if you believe there is a defect in workmanship
Please feel free to contact us at (866) 633-if you wish to schedule an appointment
Should you have any additional questions or concerns, please do not hesitate to contact us at the number listed above
Sincerely,
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
In regards to this complaint the consumer has confirmed receipt of the part requiredShould the consumer need further assistance or have any additional questions or concerns, please feel free to contact us directly at ***
***
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us
We would like to assist you, however, we are unable to locate any account
base upon your first name, last name, address or phone # which you provided
We will need the
original order # or the phone # which was used at the time of purchase to be
provided so that we may look up your account to find out which mattress was
purchased
All of the mattresses
which we sell have a warranty directly through the manufacturer, in some cases;
Jerome's will act as a liaison between the consumer and the manufacturer for
the warranty to be fulfilled
Without being able to
locate your account, we are unable to assist you further
If you can please locate the
above information and contact us at *** *** we can gladly provide
additional information in regards to the manufacturer and the warranty
Sincerely,
Jerome's Furniture
I called and spoke with *** ***Information has been provided to our IT department in regards to the feedback on the website
Apologized to *** *** for any inconvenience
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Service Representative
In regards to this claim, the consumer contacted our Customer Care Department via e-mailThe sofa sleeper in question has been discontinued by the manufacturer and unfortunately we cannot provide this product to the consumer The refund for this item was already refunded to the
consumerAt this time, this sleeper is no longer available and will no longer be sold through Jerome'sWe have offered the consumer 10% off a future purchase for the inconvenience This offer is still valid and currently has no expiration dateThe order has been notated with this informationShould the consumer need further assistance, they can simply 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
I HAVE BEEN CONTACTED ON ONE OCCASION TO ASK IF I HAD CONTACTEDTHE Finance company regarding this matter No attempt to resolve this matter has been made and the accusation that Jeromes is making of a client care coordinator working with me directly is FALSE I take it as a mere attempt to make this go away, and I am not at all satisfied As a matter of fact, I am now even more upset due to the misleading statement made by Jeromes in an attempt to mislead the Revdex.com as well as myselfPlease proceed on my behalf in this matter
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowJerome's contacted us by phone and offered to refund our purchase price, minus the initial delivery charge The delivery charge was $ We do not accept an offer in which we still lose money on defective merchandise As stated in our initial complaint, we purchased the protection plan and would have accepted repair Since Jerome's will not repair the product, we should get all of our money back, which totals $
We have already lost money due to the fact that we gave away all of our old table linens and purchased new ones for the new table
Regards,
*** ***
Dear *** *** *** ***
I have received
information from the Revdex.com in regards to concerns expressed on *** *** We apologize for any miscommunication which has occurred
Your feedback in regards to *** *** business practices is very much appreciated and valued.
We do offer an array of different financing options at the time of purchase. At the time of financing, all the financing terms and conditions are presented in the contract during the time of signing.
I understand your frustration; however, we are unable to comply with your request for reimbursement due to *** *** This is a 3rd party contract which is signed with *** and not directly with Jerome's
Please feel free to contact *** *** directly should you have any questions or concerns in regards to the terms of your financing. Their Customer Care office can be reached directly at *** ***
Should you have any additional questions or concerns in regards to your order, please feel free to contact our Customer Care Department at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, we apologize for the inconvenience which has occurred.Times New Roman";">
Unfortunately the
manufacturer is no longer producing this fabric and as such the special order
cannot be replaced
We have already provided
the consumer $for the inconvenience which has been refunded based upon
their initial method of payment
We did offer to replace
the special order; however, since it is no longer available from the
manufacturer we are unable to provide replacement
Here are the final
options which we can provide the consumer:
1) We can offer full
refund of the special order loveseat + full price of the *** extended
warranty (the extended warranty is actually through a 3rd party carrier not
Jerome's)
2) We can offer the
customer a 15% discount on a new selection The way the reselection works
is the customer would have full credit of the amount they paid for the special
order loveseat in question + the applicate *** warranty Whichever
new item is selected we will provide a 15% discount off the retail price
If the pricing after this discount is over the available amount of credit
the consumer would be responsible to pay the difference in pricing
Once a new selection has
been picked out we would pithe special order loveseat from the consumer’s
residence and deliver the new selection (as long as it's not a Jerry's Blooper
item)
3) The final option is
the consumer can keep the special order loveseat with an additional $off
the price of the item. This would void
their warranty through Jerome’s for any manufacturing defects, since the unit
would be kept as is
The above options are
valid until October 21, After this date we will be unable to offer
any of the options above
The consumer will simply
need to contact us at (*** *** to indicate which option they would like
to select
Sincerely,
Jerome's Furniture
Honestly, I had high hopes with Jerome's furnitureHowever, my husband and I bought a bunk bed April of and the furniture is extremely wobbly and the wood has splits as well as cracking Within the year a technician came to our house twice and never tighten the furnitureThe technician stated that we needed to wait 10-weeks to receive the parts and at the time they will tighten up the furnitureI called the customer service number and spoke with a *** who said he was unable to help us until the pieces came inThereafter, I spoke with a *** and some other women who stated my husband and I can come in to select another bunk bed but would need to pay the differenceI explained to both managers that my husband and I agreed on buying twin beds or a trundle bed since we are scared that the bed would collapse since its the one we have is that insecure! We were told we still needed to pay the difference and we couldn't get an exchange on the mattresses
It is not our fault that we were sold faulty equipment and now my daughters are sleeping with my husband and I since we are that scared that the bed will collapse! No one seems to care or acknowledge the dangerous of this situation! It feels as though they want the bed collapsing to happen to get some sort of lawsuit case against them
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us We apologize for any inconvenience or miscommunication which may have occurred
With all of our mattress purchases each consumer signs a mattress receipt to confirm the correct mattress/foundation has been written up Once the mattress has been delivered we do not have a refund/reselection policy and all mattress/bedding sales are final
After review of the order with your sales person the item which was selected at the time of purchase was written up
We apologize if the mattress did not reach the level of comfort which you are seeking We recommend to rotate the mattress every 2-weeks for the first couple of months of use to allow the mattress to contour to your comfort level
You also have a warranty directly through the manufacturer for any structural/manufacturing defects which you may notice If you believe your mattress have a manufacturing defect, please do not hesitate to contact us at (*** *** and we can gladly assist you further
Should you have any questions or concerns, please do not hesitate to contact us at the number listed above
Sincerely,
*** ***
Customer Care Manager
In regards to this complaint we will honor the offer of exchange for the loveseat. The warranty will not start over since this is an exchange
The consumer will still have the remaining years for broken frame repair on the loveseat
We currently do have stock of the
loveseat and the consumer can gladly contact us to schedule a delivery date
The exchange is under order # ***
Please let me know if you have any additional questions
Sincerely,
*** ***
Customer Care Manager
The customer was called directly and we have scheduled a morning timeframe for the exchange this Sunday 3/6/
The customer is aware to contact us directly should she have any additional questions or
concerns
Sincerely,
Jerome's Furniture
The refund in the amount of $3,is being processed back to ** *** ***
All finance refunds can take up to billing cycles to reflect as an available credit
Please feel free to contact ** *** by the end of next week to verify that the credit has been processed
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
class="MsoNormal"> Thank you for reaching out to us We apologize for the inconvenience which occurred
We unfortunately were unable to reach you on the phone # which was provided in your claim
Per your request, your order has been cancelled and the refund has been processed back to the *** *** on file
Credit Card refunds can take up to 3-business days to reflect as an available credit depending on your banking institution
We apologize again for the inconvenience which occurred with the available inventory on your bedroom set
For the inconvenience we can gladly extend free delivery to you on a future purchase (up to $value) This offer has been notation on your account and does not have an expiration date
Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
I
called and left a message for the consumer on the phone number that was
provided in the claim
"">At
the time of purchase, the merchandise was sold with a warranty directly through
Jerome's Our warranty covers any manufacturing defects which are
reported within the 1st year from the original delivery date
The customer's warranty through Jerome’s expired on January 22,
The
Guardsman warranty in question, does cover an array of damages which occur from
a one-time accidental incident
After
reviewing the pictures, from the technician appointment in December, the
damages to the leather would not be covered under the Guardsman warranty, since
this occurrence happened over a period of time, not from a one-time incident
We
are unable to comply with the customer's request for a refund, however, I can
offer one of two below options to the customer:
1)
refund the Guardsman warranty in full in the amount of $or
2)
As a good faith gesture we can offer a $1,in gift certificates toward a
future purchase with Jerome’s
I
provided my direct line to the customer to contact me to indicate which option they
would like to choose. The customer can
also contact me via e-mail
Please
let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
For this claim, we did
send one of our service technicians to the consumer’s residence on May 19,
The technician determined the sectional did not have any
manufacturing
defects
The warranty which came
with the merchandise is a one-year warranty directly through Jerome's
This warranty is for parts and labor only and guarantees the merchandise
to be free of manufacturing defects which are reported within the first year
from the original delivery or pidate
The technician did
notify the consumer that as a good faith gesture we could order the seat
cushion cores and re-pad the armrests to try to alleviate the issues the
consumer mentioned, however, the consumer did not want any parts or repairs
We can gladly send out
another service technician to review the merchandise in the residence to
determine if there is a defect, however, we will only be able to abide by our
warranty for parts and labor
We are unable to comply
with the consumers request for refund
The consumer can contact
us at (*** *** to schedule a secondary inspection of the sectional or if
there are any additional questions/concerns
Sincerely,
Jerome's Furniture