I called and left a message for the consumer directly and also sent the below e-mail to the e-mail address which was provided on the claim:
Dear ***
***
I left a message on your cell phone in regards to a Revdex.com claim we received. I do understand your frustration and apologize for any miscommunication which has occurred
Jerome’s as well as the manufacturer will warranty any manufacturing defects which are reported within the 1st year from the original delivery date. The one year warranty on your piece sectional expired on February 15,
The *** *** ***, which you opted to purchase, does cover an array of one-time accidental stains and damages. Unfortunately peeling of leather is not covered since this type of damage does not occur from a one-time occurrence but accumulates over a period of time After review of your account, I have confirmed a $gift certificate was mailed to your residence for the peeling of leather and the *** claim being denied
As a good faith gesture we can offer you 50% off the retail price (in gift certificates) of the sofa and loveseat for the peeling which has occurred.
The total amount of gift certificates would be $
I can mail you out the remaining $in gift certificates, since $was already issued.
If you can please confirm your current address, I can gladly have these mailed out this week
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, the extended warranty is through a 3rd party carrier This warranty unfortunately is not under Jerome's directly and as such we are unable to honor any policies which are under this warrantyWe are offering to repair the broken wooden frame, if the consumer believes the frame to be defectiveAs of now, we are unable to warranty the seating springs, since this would have needed to be reported in for the consumer to still be within warrantyShould the consumer wish for us to honor our warranty for repair of the wooden frame, they can simply contact us at *** ***
The warranty for repair of the wooden frame is valid for years from the original delivery dateSincerely,
Jerome's Furniture
My husband & I bought a beautiful bedroom set, bed, nightstands, dresser with a mirror and dresser for a TVWE had the furniture for about months when I figured out that the sickness I'd been feeling was the furnitureI'm allregic to p-tert-butylphenol formaldehyde resinThis is an adhesive sometimes used to hold together pressedwoods and laminatesI had been experiencing restless sleep, a stuffy head, swollen eyes, chest pains, heart palpitations, itchy red inflamed ears, trouble breathingI have been an active and athletic adultBreathing became so difficult that twice in december I almost blacked out during my work outAfter going to the DrI found out I had become asthmaticI now need an inhaler twice a day and another when I work outI'm hoping over time this improves however, I may have permanent lung damageOnce we figured out that the furniture was the culprit we contacted Jerome'sThey told us before they could do anythig we needed to get a DrnoteSo, we didOnce we gave them the Drnote Jerome's furniture replied, "There is no proof our furniture made you sick and all sales are final." I have been in the customer service industry for over yearsThis seemed like the worste customer service I've ever experiencedI understand that they delivered what we orderedHowever, when your product causes someone health issuesI think that should be cause for refundWe like the furnitureI could have been hospitalized and possibly died from this allergyThe symptoms got worse by the dayWhen it was evident that Jerome's did not care I went to NBC New iTeam for helpThanks to their consumer advocate we were able to have the furniture picked up and receive a refund http://www.nbclosangeles.com/investigations/Woman-Wants-Refund-on-Jeromes-Furnit...⇄
I called and spoke with the consumer directly in regards to the above claim
*** is aware that *** *** manager, *** *** will be in contact with him today to resolve the claim
Please let me know if you need any
additional information
Sincerely,
In regards to this complaint, the consumer already received the delivery on March 26,
'Segoe UI','sans-serif'>Free delivery was provided to the consumer and they were not charged any dollar amount for this service
All of our consumers were notified of delays due to the Port delays, which were announced on the news. All businesses with containers were delayed by 3-weeks while we awaited the ports to open
We apologize for the inconvenience which occurred, however, this incident was beyond our control
Should the consumer need additional assistance, they may contact us directly at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, the consumer had contacted us directly on May 12,
Roman","serif"Times New Roman"">
The consumer had
originally purchased the Trinton set which was delivered on April 18,
This purchase included the delivery fee of $+ a donation pi
fee of $to donate their old merchandise to the *** ***
The consumer visited the
store location the next day to advise they did not like the color of the set
they originally selected
At this time we offered
them the option to select another set with the contingency that another
delivery charge of $was be accrued since this was the 2nd delivery as
well as our policy should consumers wish to reselect within hours of their
original delivery
The consumer did
reselect and the new merchandise was delivered on April 19,
The consumer is
disputing $which was the cost of the 2nd delivery If the consumer
would have sent back the original set on April 18, a secondary delivery fee
would not have been charge for the reselection, however the consumer opted to
keep the original merchandise and reselect at another time
Unfortunately we are
unable to credit back either delivery charge since we did go to the consumer’s
residence twice
The consumer would have
also been provided a donation slip for the merchandise which was donated on
April 18, to use for tax purposes
Should the consumer need
a copy of this slip, they may simply contact Customer Care at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this claim the consumer was contacted directly
Roman"">
We originally had an exchange for the original color the customer purchased We notified customer we can leave the merchandise in the original packaging and schedule delivery
The customer advised he spoke with the sales manager of our *** *** location and that he wanted the chair in another color which was going to be processed as a Special order
The sales management team of the *** *** location will be contacting the customer today in regards to the special order
The exchange for the original color will be cancelled in our system since the consumer would like another color in lieu of the one in his residence
Sincerely,
Jerome's Furniture
Purchased Dynasty dinette set last week @ Murrieta, CA store (viewed online bpurchase), picked up this past Saturday (9/)Sales/support staff & loading crew were most professional & helpfulHowever, near the end if my personal assembly of a chair, discovered that chair support brace was assembled/manufactured incorrectly - due to my distance from the store, I elected to modify the part rather than return to store for replacement part (involved drilling a hole in the support)Otherwise, I am still fond of our purchaseThought you'd like to know
I did not agree with Jerome's response due to the fact I have been lied to throughout this whole processWhen the technician came out to look at our recliner, he told us on Feb 26, 2015, they were going to order the parts, we should receive them in 4-weeksHowever, I received an email from *** stating Jerome's is ordering the part and it should take 6-weeks to receiveThey also stated since the part was coming from overseas, it will take 6-weeksAfter waiting weeks exactly, I went to Jerome's personally spoke to the manager and he stated "the parts would take 10-weeks, due to the fact they were coming from overseasExactly weeks later I once again went to the Jerome's, and was told by another manager,
I would have to wait days because if days does not pass and they send out my part for the recliner Jerome's would not receive their credit from the manufacturer
I see this as bad business practicesThey deliberately and intentionally made us wait days, so that they could receive their credit from the manufacturerForget about the customer, they were looking out for themselvesTotally unacceptableThat is why I asked for my money back on the reclinerIn the future when the sofa recliners stop working, I will be back at square one with Jerome's
They are not a business that holds up on their part of the contractThey also stated that *** is a third party and they have no control over how they do businessI do not see this as ***'s fault, after all Jerome's is the business that sold me the warrantyThey are totally responsible and need to step up to the plate
In regards to this complaint, a customer care representative will be in contact directly with the consumer tomorrow to decipher information which was stated in the claimThe consumer does have a year warranty on broken wooden frames on upholstered merchandise, so we can send the
technician to repair the recliner in questionIn regards to the chairs, these were picked up from our Bloopers section in January of this year Any type of frame damage would have needed to be reported within hours of the piin order for any options to be providedAfter review of the consumers account, the alleged frame damage for the chair has not been reported until now Unfortunately all blooper items are sold and does not come with any type of warrantyThe consumer will be contacted before end of business day tomorrowShould the customer have questions in the meantime, they can contact us at *** ***Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, our deliveries are completed by a 3rd party delivery company called
*** ***
Roman","serif"">
All property damage
claims have to be submitted through their company directly
After review of the
claim, *** spoke with the consumer the end of May and are currently awaiting
pictures of the property damage to be sent directly to their office
The consumer can contact
us directly at *** *** if they have already submitted the pictures and
additional information required to *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, the delivery fee of $has been refunded back to the customers finance account
The refund can take up to billing cycles to be reflected as credit
The concerns which the customer expressed have been addressed with
our delivery personnel to try to prevent future issues from occurring
Should the consumer have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
I contacted the customer directly
We are picking up the Sofa, Loveseat and Chair for a refund on Saturday August 30,
Please let me know if you need any additional
information
Sincerely,
*** ***
Customer Care Manager
In regards to this claim
the rails were already exchanged on August 24, Roman";'>
Unfortunately Jerome's
does not offer an extended warranty directly through us
Our warranty, at the
time of purchase, guarantees the merchandise to be free of any manufacturing
defects which are reported within the first year from the original delivery date
This warranty covers the
cost of parts and labor
The consumer did
purchase the *** warranty for the sectional which was purchased on the
same order with the bed
We can gladly take care
of any manufacturing defects which are reported to us within the 1st year
The consumers current warranty with Jerome's is valid until July 11,
Should the consumer have
any additional questions or concerns, they may contact us directly at ***
Sincerely,
Jerome's Furniture
In regards to this complaint, the consumer did speak with one of our supervisors at the *** showroom in regards to the mattress
The consumer already reselected to another mattress. This mattress is in stock and the consumer advised he would be in this week to pay the pricing
difference between the mattresses
We can gladly schedule him for delivery once the balance has been paid
Should the consumer have any additional questions or concerns, he may simply contact us at *** ***
Sincerely,
*** ***
Customer Care Manager
The customer was called and a message was left for the customer to call us back
This item was discounted over $from the original retail price since it was sold as a floor model
Since this is a floor model and it was discounted at such a
large amount, there is no warranty directly through Jerome's
I did notify the consumer of this information in the voicemail and asked the consumer to contact me directly to see if there were any one-time courtesy repairs as a best effort basis which could be offered
Should you have any additional questions, please do not hesitate to contact us at (*** ***
Sincerely,
Jerome's Furniture
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us It appears we attempted to contact you last month to let you know that the parts were no longer available from the manufacturer
Since the set you selected is also discontinued, we have provided full credit of what you initially paid to be used toward something else in the store
There is no new delivery fee The offer is for equal or greater value Should you select an item less than the original value of your set; the remaining balance will be kept as store credit
Should you select something greater in pricing you would be responsible for the price difference
Once you have made your new selection we will pithe existing set in your home at the time of the new delivery. The above offer is valid until April 21,
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
I called *** as she told me to do on Oct I was told by *** she was in a meetingI left my home number and cell number and *** said she would email herI did not hear from *** todayI do not want this to linger because It is time sensitivei did as requested by *** to sleep on mattress until October and if I was not satisfied refund or replacement would be consideredEven when I did not want to sleep on mattress but I did but do not want to go over date so I will be on sofa again
I tried but was not was not comfortable on mattressEven put lavender in room to make me sleep
Complaint ***
Forgive When Others Don't
***
In regards to the above complaint, we have left a message at the phone # provided in the claim for the customer to contact us back
We will continue trying to reach the customer in regards to the repairs on the merchandise
Please let me know if you need any additional
information
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, the issue was already resolved directly with the consumer
Should the consumer have any additional questions they may contact us directly at (*** ***
Sincerely,
Jerome's
Furniture
I called and left a message for the consumer directly and also sent the below e-mail to the e-mail address which was provided on the claim:
Dear ***
***
I left a message on your cell phone in regards to a Revdex.com claim we received. I do understand your frustration and apologize for any miscommunication which has occurred
Jerome’s as well as the manufacturer will warranty any manufacturing defects which are reported within the 1st year from the original delivery date. The one year warranty on your piece sectional expired on February 15,
The *** *** ***, which you opted to purchase, does cover an array of one-time accidental stains and damages. Unfortunately peeling of leather is not covered since this type of damage does not occur from a one-time occurrence but accumulates over a period of time After review of your account, I have confirmed a $gift certificate was mailed to your residence for the peeling of leather and the *** claim being denied
As a good faith gesture we can offer you 50% off the retail price (in gift certificates) of the sofa and loveseat for the peeling which has occurred.
The total amount of gift certificates would be $
I can mail you out the remaining $in gift certificates, since $was already issued.
If you can please confirm your current address, I can gladly have these mailed out this week
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, the extended warranty is through a 3rd party carrier This warranty unfortunately is not under Jerome's directly and as such we are unable to honor any policies which are under this warrantyWe are offering to repair the broken wooden frame, if the consumer believes the frame to be defectiveAs of now, we are unable to warranty the seating springs, since this would have needed to be reported in for the consumer to still be within warrantyShould the consumer wish for us to honor our warranty for repair of the wooden frame, they can simply contact us at *** ***
The warranty for repair of the wooden frame is valid for years from the original delivery dateSincerely,
Jerome's Furniture
My husband & I bought a beautiful bedroom set, bed, nightstands, dresser with a mirror and dresser for a TVWE had the furniture for about months when I figured out that the sickness I'd been feeling was the furnitureI'm allregic to p-tert-butylphenol formaldehyde resinThis is an adhesive sometimes used to hold together pressedwoods and laminatesI had been experiencing restless sleep, a stuffy head, swollen eyes, chest pains, heart palpitations, itchy red inflamed ears, trouble breathingI have been an active and athletic adultBreathing became so difficult that twice in december I almost blacked out during my work outAfter going to the DrI found out I had become asthmaticI now need an inhaler twice a day and another when I work outI'm hoping over time this improves however, I may have permanent lung damageOnce we figured out that the furniture was the culprit we contacted Jerome'sThey told us before they could do anythig we needed to get a DrnoteSo, we didOnce we gave them the Drnote Jerome's furniture replied, "There is no proof our furniture made you sick and all sales are final." I have been in the customer service industry for over yearsThis seemed like the worste customer service I've ever experiencedI understand that they delivered what we orderedHowever, when your product causes someone health issuesI think that should be cause for refundWe like the furnitureI could have been hospitalized and possibly died from this allergyThe symptoms got worse by the dayWhen it was evident that Jerome's did not care I went to NBC New iTeam for helpThanks to their consumer advocate we were able to have the furniture picked up and receive a refund
http://www.nbclosangeles.com/investigations/Woman-Wants-Refund-on-Jeromes-Furnit...⇄
I called and spoke with the consumer directly in regards to the above claim
*** is aware that *** *** manager, *** *** will be in contact with him today to resolve the claim
Please let me know if you need any
additional information
Sincerely,
In regards to this complaint, the consumer already received the delivery on March 26,
'Segoe UI','sans-serif'>Free delivery was provided to the consumer and they were not charged any dollar amount for this service
All of our consumers were notified of delays due to the Port delays, which were announced on the news. All businesses with containers were delayed by 3-weeks while we awaited the ports to open
We apologize for the inconvenience which occurred, however, this incident was beyond our control
Should the consumer need additional assistance, they may contact us directly at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, the consumer had contacted us directly on May 12,
Roman","serif"Times New Roman"">
The consumer had
originally purchased the Trinton set which was delivered on April 18,
This purchase included the delivery fee of $+ a donation pi
fee of $to donate their old merchandise to the *** ***
The consumer visited the
store location the next day to advise they did not like the color of the set
they originally selected
At this time we offered
them the option to select another set with the contingency that another
delivery charge of $was be accrued since this was the 2nd delivery as
well as our policy should consumers wish to reselect within hours of their
original delivery
The consumer did
reselect and the new merchandise was delivered on April 19,
The consumer is
disputing $which was the cost of the 2nd delivery If the consumer
would have sent back the original set on April 18, a secondary delivery fee
would not have been charge for the reselection, however the consumer opted to
keep the original merchandise and reselect at another time
Unfortunately we are
unable to credit back either delivery charge since we did go to the consumer’s
residence twice
The consumer would have
also been provided a donation slip for the merchandise which was donated on
April 18, to use for tax purposes
Should the consumer need
a copy of this slip, they may simply contact Customer Care at *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this claim the consumer was contacted directly
Roman"">
We originally had an exchange for the original color the customer purchased We notified customer we can leave the merchandise in the original packaging and schedule delivery
The customer advised he spoke with the sales manager of our *** *** location and that he wanted the chair in another color which was going to be processed as a Special order
The sales management team of the *** *** location will be contacting the customer today in regards to the special order
The exchange for the original color will be cancelled in our system since the consumer would like another color in lieu of the one in his residence
Sincerely,
Jerome's Furniture
Purchased Dynasty dinette set last week @ Murrieta, CA store (viewed online bpurchase), picked up this past Saturday (9/)Sales/support staff & loading crew were most professional & helpfulHowever, near the end if my personal assembly of a chair, discovered that chair support brace was assembled/manufactured incorrectly - due to my distance from the store, I elected to modify the part rather than return to store for replacement part (involved drilling a hole in the support)Otherwise, I am still fond of our purchaseThought you'd like to know
I did not agree with Jerome's response due to the fact I have been lied to throughout this whole processWhen the technician came out to look at our recliner, he told us on Feb 26, 2015, they were going to order the parts, we should receive them in 4-weeksHowever, I received an email from *** stating Jerome's is ordering the part and it should take 6-weeks to receiveThey also stated since the part was coming from overseas, it will take 6-weeksAfter waiting weeks exactly, I went to Jerome's personally spoke to the manager and he stated "the parts would take 10-weeks, due to the fact they were coming from overseasExactly weeks later I once again went to the Jerome's, and was told by another manager,
I would have to wait days because if days does not pass and they send out my part for the recliner Jerome's would not receive their credit from the manufacturer
I see this as bad business practicesThey deliberately and intentionally made us wait days, so that they could receive their credit from the manufacturerForget about the customer, they were looking out for themselvesTotally unacceptableThat is why I asked for my money back on the reclinerIn the future when the sofa recliners stop working, I will be back at square one with Jerome's
They are not a business that holds up on their part of the contractThey also stated that *** is a third party and they have no control over how they do businessI do not see this as ***'s fault, after all Jerome's is the business that sold me the warrantyThey are totally responsible and need to step up to the plate
In regards to this complaint, a customer care representative will be in contact directly with the consumer tomorrow to decipher information which was stated in the claimThe consumer does have a year warranty on broken wooden frames on upholstered merchandise, so we can send the
technician to repair the recliner in questionIn regards to the chairs, these were picked up from our Bloopers section in January of this year Any type of frame damage would have needed to be reported within hours of the piin order for any options to be providedAfter review of the consumers account, the alleged frame damage for the chair has not been reported until now Unfortunately all blooper items are sold and does not come with any type of warrantyThe consumer will be contacted before end of business day tomorrowShould the customer have questions in the meantime, they can contact us at *** ***Sincerely,
*** ***
Customer Care Manager
In regards to this
claim, our deliveries are completed by a 3rd party delivery company called
*** ***
Roman","serif"">
All property damage
claims have to be submitted through their company directly
After review of the
claim, *** spoke with the consumer the end of May and are currently awaiting
pictures of the property damage to be sent directly to their office
The consumer can contact
us directly at *** *** if they have already submitted the pictures and
additional information required to *** ***
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, the delivery fee of $has been refunded back to the customers finance account
The refund can take up to billing cycles to be reflected as credit
The concerns which the customer expressed have been addressed with
our delivery personnel to try to prevent future issues from occurring
Should the consumer have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
I contacted the customer directly
We are picking up the Sofa, Loveseat and Chair for a refund on Saturday August 30,
Please let me know if you need any additional
information
Sincerely,
*** ***
Customer Care Manager
In regards to this claim
the rails were already exchanged on August 24, Roman";'>
Unfortunately Jerome's
does not offer an extended warranty directly through us
Our warranty, at the
time of purchase, guarantees the merchandise to be free of any manufacturing
defects which are reported within the first year from the original delivery date
This warranty covers the
cost of parts and labor
The consumer did
purchase the *** warranty for the sectional which was purchased on the
same order with the bed
We can gladly take care
of any manufacturing defects which are reported to us within the 1st year
The consumers current warranty with Jerome's is valid until July 11,
Should the consumer have
any additional questions or concerns, they may contact us directly at ***
Sincerely,
Jerome's Furniture
In regards to this complaint, the consumer did speak with one of our supervisors at the *** showroom in regards to the mattress
The consumer already reselected to another mattress. This mattress is in stock and the consumer advised he would be in this week to pay the pricing
difference between the mattresses
We can gladly schedule him for delivery once the balance has been paid
Should the consumer have any additional questions or concerns, he may simply contact us at *** ***
Sincerely,
*** ***
Customer Care Manager
The customer was called and a message was left for the customer to call us back
This item was discounted over $from the original retail price since it was sold as a floor model
Since this is a floor model and it was discounted at such a
large amount, there is no warranty directly through Jerome's
I did notify the consumer of this information in the voicemail and asked the consumer to contact me directly to see if there were any one-time courtesy repairs as a best effort basis which could be offered
Should you have any additional questions, please do not hesitate to contact us at (*** ***
Sincerely,
Jerome's Furniture
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us It appears we attempted to contact you last month to let you know that the parts were no longer available from the manufacturer
Since the set you selected is also discontinued, we have provided full credit of what you initially paid to be used toward something else in the store
There is no new delivery fee The offer is for equal or greater value Should you select an item less than the original value of your set; the remaining balance will be kept as store credit
Should you select something greater in pricing you would be responsible for the price difference
Once you have made your new selection we will pithe existing set in your home at the time of the new delivery. The above offer is valid until April 21,
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
I called *** as she told me to do on Oct I was told by *** she was in a meetingI left my home number and cell number and *** said she would email herI did not hear from *** todayI do not want this to linger because It is time sensitivei did as requested by *** to sleep on mattress until October and if I was not satisfied refund or replacement would be consideredEven when I did not want to sleep on mattress but I did but do not want to go over date so I will be on sofa again
I tried but was not was not comfortable on mattressEven put lavender in room to make me sleep
Complaint ***
Forgive When Others Don't
***
In regards to the above complaint, we have left a message at the phone # provided in the claim for the customer to contact us back
We will continue trying to reach the customer in regards to the repairs on the merchandise
Please let me know if you need any additional
information
Sincerely,
*** ***
Customer Care Manager
In regards to this claim, the issue was already resolved directly with the consumer
Should the consumer have any additional questions they may contact us directly at (*** ***
Sincerely,
Jerome's
Furniture