Dear *** ***,"> I have received information from the Revdex.com in regards to concerns you have expressed on the dining room set which was delivered on March 10,
At the time of purchase, your merchandise came with warranties. The first warranty is directly through Jerome’s. This warranty covers any manufacturing defects which are reported within one year from the original delivery date
Your one year warranty expired on March 10,
The second warranty, which you opted to purchase, is directly through ***. The *** Protection Plan covers an array of one-time accidental damages. Within weeks after delivery you would have received the full *** Policy in the mail confirming what was covered under the warranty
The incident with the open seams was reported to Jerome’s in August 2014, which was after the allotted time period for the year warranty. The technician was sent out to your residence as a one-time offer to repair the seams on a best effort basis
I do understand your frustration and apologize for any miscommunication which may have occurred. We are unable to comply with your request for refund of your merchandise, however, should you wish to request a refund on the *** Protection Plan, please send a request directly to *** by simply contacting them at *** ***
Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us; we apologize for any inconvenience which has occurred
After review of your account, the merchandise in question was delivered on August 16, The damages were reported on August 31, 2015, which is past the grace period to report scratches
We did offer to exchange the merchandise, however, per your request you asked to keep as is, which we would then offer 10% off the retail cost of the item in question which is a total of $153. At this time you opted to not keep the merchandise as is or to have us exchange the merchandise
We do understand your frustration, however, once the merchandise has been delivered we do not offer a return policy and our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date
As of now, we are unable to honor the 10% off due to the length of time which has passed since you initially reported this issue and the last time you were in contact with us
We can gladly send one of our service technicians to the residence to confirm the condition of the merchandise as well as the current damages to confirm what we can offer as of now
We offer technician appointments in your area days a week (if you are not on base); the next currently available appointment is Monday February 8,
In regards to the property damage this information was sent to our 3rd party delivery company who makes our deliveries A member of *** *** management staff would have been in direct contact with you in regards to the stains caused on your carpet
Correspondence has been sent to them to contact you by the end of this week in regards to the property damage claim
To schedule a technician appointment, simply contact us at*** *** and we can gladly assist you further
Sincerely,
Jerome's Furniture
In regards to this claim the consumer already received delivery on July 23, The merchandise was available the next day the consumer placed his claimAs a good faith gesture I will refund back the original delivery fee of $ This amount will be applied to the
original method of payment which was used onlineUnfortunately we cannot comply with the consumers request to remove the Revdex.com rating from our websiteThe refund can take up to business days to reflect as an available creditShould the consumer need any additional information they may simply contact us at *** ***
Sincerely,
*** ***
Customer Care Manager
I purchased a bedroom set from jeromesThe first attempt at delivery (same day) and the headboard had massive damageThe following day I never received an email as promised to provide me a new delivery time frameUpon calling at 8am I was informed my delivery would be there between am and pm by a representative Then received a call advising my financing was bumed and I could come in to make adjustments and have money refunded back (after being told I would not need to return ) when I asked about the delivery time I was advised between pm and 11pmI had previously informed them I would not be home late in the day and had taken time off work to correct their error.I was told there was nothing I could do except cancel deliverySo between pictures for my child and his bedtime I waited for my promised hour before phone callI received a call minutes prior to deliveryNot only do I have new damage to my door frames due to the drivers ramming into my walls and door there is trash all over my streetTheir customer service is a jokeI won't be purchasing again!
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.We have stopped in the Jerome's showroom twice and there are no replacement dining sets that meet our needs We selected what we purchased based on space, style and color to fit our dining room We have been looking off and on for a counter height dining set for many years and thought we finally found the right one As stated in our initial complaint, if repair is not possible, we expect a full refund of $
We find it absurd that the Oops protection is not a viable option to have the table repaired It's not rocket science - it's just a broken leaf support that any furniture repair company could make Jerome's states that the protection is through a third party, yet Jerome's is the only contact number on the informationUpon further review of the Revdex.com website, it's quite evident Jerome's has a serious customer service problem - they have complaints to your site in the past years, and in the past months - by far the leader among similar companies According to your site, of comparable businesses, the others have or fewer complaints in the past years, and Jerome's has nearly Your rating system must be flawed to still qualify Jerome's with an A+ ratingWe hope Jerome's understands that if they sell defective merchandise that they can't fix, they are obligated to refund our money We have no interest in a store credit or replacement set
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 below.---------- Forwarded message ----------From: *** *** ***Date: Thu, Jan 29, at 1:PMSubject: Re: You have a new message from the Revdex.comTo: *** ***
The company never contacted usWe are still waiting for resolution on this matter. *** ***
March 26,
Calibri">Re: Claim # ***
Dear *** ***,
I have received information from the Revdex.com in regards to concerns you have expressed on the Mattress on box spring which was picked up from our *** *** Showroom on March 8, 2014. I apologize for any miscommunication which may have occurred
I do understand your frustration. Bed bugs have the ability to be carried into your household a variety of ways. Infestations can be transmitted into your home via luggage, clothing or even in some case through a pet; this would include wild birds and in rare occasion's household pets
Research has indicated that when traveling, bed bugs can be acquired through hotels, motels or even bed-and-breakfasts. There have been some cases where bed bugs have been transferred by clothing, if in the presence of a severe infestation
Due to the nature in which bedbug infestations are caused, we are unable to warranty or prevent these infestations from occurring. As a good faith gesture we have offered you a $gift certificate toward a future purchase with Jerome’s
This gift certificate is valid for year from the issuance date and can be redeemed at any one of our showroom location. The gift certificate will be mailed to the address which was provided on your claim and should be received no later than April 4,
Please do not hesitate to contact Customer Service at *** *** should you have any additional questions or concerns.
Sincerely,
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
The consumer will be contacted directly with a final resolution in regards this claim
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I don't feel like this store really wants my businessI was inconvenienced, and that day all that they could offer was 10% off (new items only) which was a slap in the faceNow I'm being offered free shopping and with restrictions, which is another slap in the faceI think I will just take my business elsewhere because all Jerome's *** *** has for me is petty offersAs a consumer, that is very degratingAs far as the tag being moved by another consumer is not true since that manager stated the the salesperson forgot to put the "sold" tag on
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 below
My claim was that due to Jerome negligence, my spouse and I were totally humiliated with our House Warming PartyOur guests had no place to sitHad Jerome told us that dining set will not be deliveredwe would have made some other arrangement. The worst part is that they have no decency to accept their negligence and apologize
Jerome never delivered the ordered dining set; I accepted the replacement simply to get my money from themI will now publish a bad review on ***
Regards,
*** ***
In regards to this claim, the consumer contacted us directly back in November
The consumer was denied through *** who is the carrier of the extended warranty which the consumer purchased
As a good faith gesture, we provided the consumer $in gift certificates which
were issued on November 13, 2014. The gift certificates were half of the retail cost of which the consumer originally paid for the merchandise in November
The original warranty to report any manufacturing defects expired on November 25,
Unfortunately, we will be unable to comply with this consumers request for refund. We went above and beyond our warranty and provided the consumer $in gift certificates which can be used toward a future purchase with Jerome's
Sincerely,
*** ***
Customer Care Manager
I bought a couch at Jerome's paid in full on July 4th from the Chula Vista location in CaliforniaMy boyfriend and I opted to have the delivery date set for the following day because we had plans later that nightWhen we bought the couch *** told us that there were two in stock and a confirmation email would be sent with the delivery time for the next dayThe email came that night and told us a window between 10am-2pmThe following day, I received a phone call from someone at 11am (after the time frame started and my boyfriend was at home patiently waiting) saying the couch was out of stock for the next days (July 20th)We called to ask why they told us wrong information in which someone apologized but told us that they didn't know why someone said it wasn't available until the 20th and said it should still be on its way and to wait until 6PM6pm came and we still had no couchWe called back again and they told us the couch wasn't on the truck in the first place and that it still wasn't in stockWe tried to get in contact with a manager but none were available to speak toThen, *** called and told us he watched the couch be placed into the next truckAll the while someone else was telling us it was on its way and someone else told us it was back orderedIt was a very hectic situation where my boyfriend was literally on the phone with quite a few people for a few hours to get the story straight of where and when our couch would be deliveredEventually, someone was kind enough to offer our delivery fee to be waived yet we still didn't have a delivery date or time as to when the couch would arrive after two days of many loop around phone callsFinally, someone told us that a "stock" of the couches would be in on July 20thWell, July 20th came and we still had no confirmed delivery date nor did we have the refunded delivery fee So, we called once againWe were frustrated when they told us it still wasn't in stock when we called back around the 20th and yet we had to wait another weekWe finally got the delivery fee (and 5% of the retail value of the couch - which doesn't even come close to the price of tax) put into my account a couple days agoYet, today, the 28th, over a week after the hopeful 20th, we still have no couchI called once again a few minutes ago in which this lady said "we have a stat delivery for your couch once we get it in stock this weekend"ANOTHER WEEK! Honestly, if it's not here by next week we are canceling the order, demanding our money back, and going somewhere elseHow in the world can one company promise the same day delivery and that 93% of their merchandise is "in stock" - let alone there were of our couches in stock when we bought them - and yet they can't deliver a couch for well over days??? I especially think what had us frustrated was that three different people were telling us three different stories of where our couch was and when it would be delivered and we couldn't even get ahold of a manger during business hours until much later in the day after many frustrated phone calls
Dear *** ***
8.5pt"> We thank you for contacting us and apologize for the inconvenience which has occurred
After review of your account, I have confirmed the delivery was completed on April 9, 2015.
I understand your frustration and know that your time is valuable. We have been in contact with the manufacturer of this particular set since it was brought to our attention there was an error with the shipment
We apologize this error was not caught sooner to prevent re-deliveries on your invoice. We are currently working on implementations in our warehouse to ensure that this does not occur in the future
Should you need further assistance or have any additional questions please feel free to contact us directly at *** ***
Sincerely,
*** ***
Customer Care Manager
This consumer’s
complaint was already resolved The customer ended up reselecting and her
new selection was delivered yesterday
Roman","serif"">
Please let us know if
you need any additional information
Sincerely,
*** ***
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint completely until the recliner is fixed and a few months have gone by with no more issues For your reference, details of the offer I reviewed appear below. I had to be the one to contact Jerome'sI was also promised a call back and did notI had to call back more times before speaking to a manager that said my part has been located and he will have someone out July I was suppose to receive a call or email regarding technician time frame and so far I have notI am promised that if this part does not work out or bend again, I will have it replaced for free or receive a creditThis was also the same promise I was given before contacting the Revdex.comSo I will wait tot for the business to perform this action and give it a few months before I feel this complaint has been resolvedRegards,
*** ***
Our corporate office said it was OK to take back the table for a full refund including the original delivery fee as a courtesy to the customer Yes, we called and were only able to leave a message for the customer
Customer has not called us back
The notes are listed in the order if the customer does contact us back we can still pick it up, but I am only able to extend the offer for the pifor an additional week and a half
This will expire on 6/13/
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.As of today, no refund or pending refund has been posted to my credit card After all the lies I have been told by Jeromes Furniture, I have no reason to believe their "show of good faith" is anything but another lie
Regards,
*** ***
I bought a couch set from Jeromes same color fabric as the floor model I just changed the pillow colors on the decorative pillowsAll went well they told me -weeks for deliveryThis was in mid April 2015, by May I had got the run around every week, first the couch was discontinued, then the couch was on back order week, then it was on back order weeksThe customer service was less then helpful I would get transferred to no one and then get hung up onOver the phone the store staff was even worse
I had already got rid of my other couches as we are over a month later from the purchase day so they offer me a loaner couch which didn't arrive until midnight with no phone call to let us know delivery infoThe couch smelled like smoke and was sticky we noticed them they said ok tomorrow we will bring a different one
I financed the couches and the finance company had started debuting my account because they go off the delivery date jeromes tells themSo I'm paying for furniture I do not have at this point that I'm being told is discontinued and back ordered but jeromes is telling me it's not their problem I'm being charged I need to take it up with Syncrany finance
The next day when I'm suppose to get the new loaner I call and tell them I'm just going to cancel the order all together this was to stressfulThey then tell me I can just cancel the order and buy the floor model ( same day delivery and they will send me the pillows in weeks) it will be delivered by the end of that day (Saturday May 24th) I was speaking to them at 9am
11pm roles around no contact again about delivery so I call the number and they said they will have to driver contact meWe here from the driver a few minutes later saying his mins awayAfter back and forth communicating with the driver our couches were delivered at 3:12am
I didn't receive the correct pillows until September
Jeromes did nothing to fix the problem, the cooperate office would not take my calls or address any issues I hadThey said they would give us a price adjustment that never happened
In regards to the above claim, I personally spoke with this customer when the offer of reselection was provided
The customer purchased a piece set (sofa, loveseat, swivel glider and ottoman). The swivel glider did indeed have a manufacturing defect
At the time of
purchase, the merchandise came with a warranty directly through Jerome's. Our warranty covers any manufacturing defects which are reported for one year from the original delivery date. The warranty is for repairs only and covers the cost of transportation, parts and labor
Per the customer's request, we did go above and beyond our initial warranty and provided the customer the option to reselect. The merchandise (sofa, loveseat, chair and ottoman) has been pickfrom the customer's residence and store credit is currently pending on our books
Store credit has no expiration date and can be redeemed at any one of our showroom locations. We are unable to comply with the customer's request for refund
Please feel free to contact me directly should you need any additional information
Sincerely,
*** ***
Customer Care Manager
In regards to this claim the consumer contact us directly and the merchandise is scheduled to be picked up on August 4,
Should you need further information, please do not hesitate to contact us at***
***
Sincerely,
Jerome's Furniture
Dear *** ***,"> I have received information from the Revdex.com in regards to concerns you have expressed on the dining room set which was delivered on March 10,
At the time of purchase, your merchandise came with warranties. The first warranty is directly through Jerome’s. This warranty covers any manufacturing defects which are reported within one year from the original delivery date
Your one year warranty expired on March 10,
The second warranty, which you opted to purchase, is directly through ***. The *** Protection Plan covers an array of one-time accidental damages. Within weeks after delivery you would have received the full *** Policy in the mail confirming what was covered under the warranty
The incident with the open seams was reported to Jerome’s in August 2014, which was after the allotted time period for the year warranty. The technician was sent out to your residence as a one-time offer to repair the seams on a best effort basis
I do understand your frustration and apologize for any miscommunication which may have occurred. We are unable to comply with your request for refund of your merchandise, however, should you wish to request a refund on the *** Protection Plan, please send a request directly to *** by simply contacting them at *** ***
Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us; we apologize for any inconvenience which has occurred
After review of your account, the merchandise in question was delivered on August 16, The damages were reported on August 31, 2015, which is past the grace period to report scratches
We did offer to exchange the merchandise, however, per your request you asked to keep as is, which we would then offer 10% off the retail cost of the item in question which is a total of $153. At this time you opted to not keep the merchandise as is or to have us exchange the merchandise
We do understand your frustration, however, once the merchandise has been delivered we do not offer a return policy and our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date
As of now, we are unable to honor the 10% off due to the length of time which has passed since you initially reported this issue and the last time you were in contact with us
We can gladly send one of our service technicians to the residence to confirm the condition of the merchandise as well as the current damages to confirm what we can offer as of now
We offer technician appointments in your area days a week (if you are not on base); the next currently available appointment is Monday February 8,
In regards to the property damage this information was sent to our 3rd party delivery company who makes our deliveries A member of *** *** management staff would have been in direct contact with you in regards to the stains caused on your carpet
Correspondence has been sent to them to contact you by the end of this week in regards to the property damage claim
To schedule a technician appointment, simply contact us at*** *** and we can gladly assist you further
Sincerely,
Jerome's Furniture
In regards to this claim the consumer already received delivery on July 23, The merchandise was available the next day the consumer placed his claimAs a good faith gesture I will refund back the original delivery fee of $ This amount will be applied to the
original method of payment which was used onlineUnfortunately we cannot comply with the consumers request to remove the Revdex.com rating from our websiteThe refund can take up to business days to reflect as an available creditShould the consumer need any additional information they may simply contact us at *** ***
Sincerely,
*** ***
Customer Care Manager
I purchased a bedroom set from jeromesThe first attempt at delivery (same day) and the headboard had massive damageThe following day I never received an email as promised to provide me a new delivery time frameUpon calling at 8am I was informed my delivery would be there between am and pm by a representative Then received a call advising my financing was bumed and I could come in to make adjustments and have money refunded back (after being told I would not need to return ) when I asked about the delivery time I was advised between pm and 11pmI had previously informed them I would not be home late in the day and had taken time off work to correct their error.I was told there was nothing I could do except cancel deliverySo between pictures for my child and his bedtime I waited for my promised hour before phone callI received a call minutes prior to deliveryNot only do I have new damage to my door frames due to the drivers ramming into my walls and door there is trash all over my streetTheir customer service is a jokeI won't be purchasing again!
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.We have stopped in the Jerome's showroom twice and there are no replacement dining sets that meet our needs We selected what we purchased based on space, style and color to fit our dining room We have been looking off and on for a counter height dining set for many years and thought we finally found the right one As stated in our initial complaint, if repair is not possible, we expect a full refund of $
We find it absurd that the Oops protection is not a viable option to have the table repaired It's not rocket science - it's just a broken leaf support that any furniture repair company could make Jerome's states that the protection is through a third party, yet Jerome's is the only contact number on the informationUpon further review of the Revdex.com website, it's quite evident Jerome's has a serious customer service problem - they have complaints to your site in the past years, and in the past months - by far the leader among similar companies According to your site, of comparable businesses, the others have or fewer complaints in the past years, and Jerome's has nearly Your rating system must be flawed to still qualify Jerome's with an A+ ratingWe hope Jerome's understands that if they sell defective merchandise that they can't fix, they are obligated to refund our money We have no interest in a store credit or replacement set
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 below.---------- Forwarded message ----------From: *** *** ***Date: Thu, Jan 29, at 1:PMSubject: Re: You have a new message from the Revdex.comTo: *** ***
The company never contacted usWe are still waiting for resolution on this matter. *** ***
March 26,
Calibri">Re: Claim # ***
Dear *** ***,
I have received information from the Revdex.com in regards to concerns you have expressed on the Mattress on box spring which was picked up from our *** *** Showroom on March 8, 2014. I apologize for any miscommunication which may have occurred
I do understand your frustration. Bed bugs have the ability to be carried into your household a variety of ways. Infestations can be transmitted into your home via luggage, clothing or even in some case through a pet; this would include wild birds and in rare occasion's household pets
Research has indicated that when traveling, bed bugs can be acquired through hotels, motels or even bed-and-breakfasts. There have been some cases where bed bugs have been transferred by clothing, if in the presence of a severe infestation
Due to the nature in which bedbug infestations are caused, we are unable to warranty or prevent these infestations from occurring. As a good faith gesture we have offered you a $gift certificate toward a future purchase with Jerome’s
This gift certificate is valid for year from the issuance date and can be redeemed at any one of our showroom location. The gift certificate will be mailed to the address which was provided on your claim and should be received no later than April 4,
Please do not hesitate to contact Customer Service at *** *** should you have any additional questions or concerns.
Sincerely,
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
The consumer will be contacted directly with a final resolution in regards this claim
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I don't feel like this store really wants my businessI was inconvenienced, and that day all that they could offer was 10% off (new items only) which was a slap in the faceNow I'm being offered free shopping and with restrictions, which is another slap in the faceI think I will just take my business elsewhere because all Jerome's *** *** has for me is petty offersAs a consumer, that is very degratingAs far as the tag being moved by another consumer is not true since that manager stated the the salesperson forgot to put the "sold" tag on
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 below
My claim was that due to Jerome negligence, my spouse and I were totally humiliated with our House Warming PartyOur guests had no place to sitHad Jerome told us that dining set will not be deliveredwe would have made some other arrangement. The worst part is that they have no decency to accept their negligence and apologize
Jerome never delivered the ordered dining set; I accepted the replacement simply to get my money from themI will now publish a bad review on ***
Regards,
*** ***
In regards to this claim, the consumer contacted us directly back in November
The consumer was denied through *** who is the carrier of the extended warranty which the consumer purchased
As a good faith gesture, we provided the consumer $in gift certificates which
were issued on November 13, 2014. The gift certificates were half of the retail cost of which the consumer originally paid for the merchandise in November
The original warranty to report any manufacturing defects expired on November 25,
Unfortunately, we will be unable to comply with this consumers request for refund. We went above and beyond our warranty and provided the consumer $in gift certificates which can be used toward a future purchase with Jerome's
Sincerely,
*** ***
Customer Care Manager
I bought a couch at Jerome's paid in full on July 4th from the Chula Vista location in CaliforniaMy boyfriend and I opted to have the delivery date set for the following day because we had plans later that nightWhen we bought the couch *** told us that there were two in stock and a confirmation email would be sent with the delivery time for the next dayThe email came that night and told us a window between 10am-2pmThe following day, I received a phone call from someone at 11am (after the time frame started and my boyfriend was at home patiently waiting) saying the couch was out of stock for the next days (July 20th)We called to ask why they told us wrong information in which someone apologized but told us that they didn't know why someone said it wasn't available until the 20th and said it should still be on its way and to wait until 6PM6pm came and we still had no couchWe called back again and they told us the couch wasn't on the truck in the first place and that it still wasn't in stockWe tried to get in contact with a manager but none were available to speak toThen, *** called and told us he watched the couch be placed into the next truckAll the while someone else was telling us it was on its way and someone else told us it was back orderedIt was a very hectic situation where my boyfriend was literally on the phone with quite a few people for a few hours to get the story straight of where and when our couch would be deliveredEventually, someone was kind enough to offer our delivery fee to be waived yet we still didn't have a delivery date or time as to when the couch would arrive after two days of many loop around phone callsFinally, someone told us that a "stock" of the couches would be in on July 20thWell, July 20th came and we still had no confirmed delivery date nor did we have the refunded delivery fee So, we called once againWe were frustrated when they told us it still wasn't in stock when we called back around the 20th and yet we had to wait another weekWe finally got the delivery fee (and 5% of the retail value of the couch - which doesn't even come close to the price of tax) put into my account a couple days agoYet, today, the 28th, over a week after the hopeful 20th, we still have no couchI called once again a few minutes ago in which this lady said "we have a stat delivery for your couch once we get it in stock this weekend"ANOTHER WEEK! Honestly, if it's not here by next week we are canceling the order, demanding our money back, and going somewhere elseHow in the world can one company promise the same day delivery and that 93% of their merchandise is "in stock" - let alone there were of our couches in stock when we bought them - and yet they can't deliver a couch for well over days??? I especially think what had us frustrated was that three different people were telling us three different stories of where our couch was and when it would be delivered and we couldn't even get ahold of a manger during business hours until much later in the day after many frustrated phone calls
Dear *** ***
8.5pt"> We thank you for contacting us and apologize for the inconvenience which has occurred
After review of your account, I have confirmed the delivery was completed on April 9, 2015.
I understand your frustration and know that your time is valuable. We have been in contact with the manufacturer of this particular set since it was brought to our attention there was an error with the shipment
We apologize this error was not caught sooner to prevent re-deliveries on your invoice. We are currently working on implementations in our warehouse to ensure that this does not occur in the future
Should you need further assistance or have any additional questions please feel free to contact us directly at *** ***
Sincerely,
*** ***
Customer Care Manager
This consumer’s
complaint was already resolved The customer ended up reselecting and her
new selection was delivered yesterday
Roman","serif"">
Please let us know if
you need any additional information
Sincerely,
*** ***
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint completely until the recliner is fixed and a few months have gone by with no more issues For your reference, details of the offer I reviewed appear below. I had to be the one to contact Jerome'sI was also promised a call back and did notI had to call back more times before speaking to a manager that said my part has been located and he will have someone out July I was suppose to receive a call or email regarding technician time frame and so far I have notI am promised that if this part does not work out or bend again, I will have it replaced for free or receive a creditThis was also the same promise I was given before contacting the Revdex.comSo I will wait tot for the business to perform this action and give it a few months before I feel this complaint has been resolvedRegards,
*** ***
Our corporate office said it was OK to take back the table for a full refund including the original delivery fee as a courtesy to the customer Yes, we called and were only able to leave a message for the customer
Customer has not called us back
The notes are listed in the order if the customer does contact us back we can still pick it up, but I am only able to extend the offer for the pifor an additional week and a half
This will expire on 6/13/
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.As of today, no refund or pending refund has been posted to my credit card After all the lies I have been told by Jeromes Furniture, I have no reason to believe their "show of good faith" is anything but another lie
Regards,
*** ***
I bought a couch set from Jeromes same color fabric as the floor model I just changed the pillow colors on the decorative pillowsAll went well they told me -weeks for deliveryThis was in mid April 2015, by May I had got the run around every week, first the couch was discontinued, then the couch was on back order week, then it was on back order weeksThe customer service was less then helpful I would get transferred to no one and then get hung up onOver the phone the store staff was even worse
I had already got rid of my other couches as we are over a month later from the purchase day so they offer me a loaner couch which didn't arrive until midnight with no phone call to let us know delivery infoThe couch smelled like smoke and was sticky we noticed them they said ok tomorrow we will bring a different one
I financed the couches and the finance company had started debuting my account because they go off the delivery date jeromes tells themSo I'm paying for furniture I do not have at this point that I'm being told is discontinued and back ordered but jeromes is telling me it's not their problem I'm being charged I need to take it up with Syncrany finance
The next day when I'm suppose to get the new loaner I call and tell them I'm just going to cancel the order all together this was to stressfulThey then tell me I can just cancel the order and buy the floor model ( same day delivery and they will send me the pillows in weeks) it will be delivered by the end of that day (Saturday May 24th) I was speaking to them at 9am
11pm roles around no contact again about delivery so I call the number and they said they will have to driver contact meWe here from the driver a few minutes later saying his mins awayAfter back and forth communicating with the driver our couches were delivered at 3:12am
I didn't receive the correct pillows until September
Jeromes did nothing to fix the problem, the cooperate office would not take my calls or address any issues I hadThey said they would give us a price adjustment that never happened
In regards to the above claim, I personally spoke with this customer when the offer of reselection was provided
The customer purchased a piece set (sofa, loveseat, swivel glider and ottoman). The swivel glider did indeed have a manufacturing defect
At the time of
purchase, the merchandise came with a warranty directly through Jerome's. Our warranty covers any manufacturing defects which are reported for one year from the original delivery date. The warranty is for repairs only and covers the cost of transportation, parts and labor
Per the customer's request, we did go above and beyond our initial warranty and provided the customer the option to reselect. The merchandise (sofa, loveseat, chair and ottoman) has been pickfrom the customer's residence and store credit is currently pending on our books
Store credit has no expiration date and can be redeemed at any one of our showroom locations. We are unable to comply with the customer's request for refund
Please feel free to contact me directly should you need any additional information
Sincerely,
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Customer Care Manager
In regards to this claim the consumer contact us directly and the merchandise is scheduled to be picked up on August 4,
Should you need further information, please do not hesitate to contact us at***
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Sincerely,
Jerome's Furniture