The refund on this account was processed the beginning of this month The consumer should have already received the refund, which can take up to business days from the point the refund is processedThe request was made on 8/5/and the refund could have taken up to 8/15/to be an available credit on the consumers accountIf the consumer does not show this refund, they may contact us at *** *** for further assistanceSincerely,
Jerome's Furniture
In regards to this claim the consumer was in contact with us directly.>The consumer’s order, which included a dinning set, was delivered yesterday, April 21,
If the consumer should need further assistance, please do not hesitate to contact Customer Care at (*** ***
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.They have discontinued that sofa sleeper but still have the mattress in questionI want the mattress to be included with the sofa sleeper I chooseI will accept 10% off a sofa sleeper and the firm cool gel memory foam mattress included at no additional cost.
Regards,
*** ***
The 20% will be refunded back to the credit card on file he used for the original purchase, if it’s still activePlease confirm back that you accept a 20% credit back to the original purchase credit cardCredit amount will be $
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 was at work all day when I called agent back she had already left for the dayCustomer service agent told me the same thing they have said before, that only the base is defective but not the matttessThat they don't refund/return mattresses, that I signed a contractI told her I signed a contract for a complete new bed that included the mattress & base, which are now BOTH defective because the mattress was folded/bent in the wrong area where the base is structured to fold the mattress
If you fold or bend a matttess it doesn't function the same because it's not meant for thatThese people keep trying to cheat me & force me to keep an item that is damagedNot only did they sell me a defective item & the motion bed didn't work properly but the mattress is times harder/firmer that the one I tested at the store, so what I ended up with is totally different than what I received, I have not been able to sleep fir the entire weekNow this company is bulling me into keeping & paying for a damaged itemIf you look at the reviews they only get star rating because of irate, unsatisfied customersThis company has been getting away with shady service for yearsThis stress is literally making me sick
Again, I want the entire unit taken away and fully refundedY
Regards,*** ***
We bought a bed, paid fully in cash, up front, at time of purchase.The bed was back-ordered, and after that, we had to delay delivery because of health concernsWhen we called to reschedule the delivery, they informed us that they had SOLD OUR BED OUT FROM UNDER US TO ANOTHER CUSTOMERI'm sorry, we BOUGHT THAT BEDIt was OURSWe had ALREADY PAID FOR THAT BEDAND THEY SOLD IT TO SOMEONE ELSEMy mother is PERMANENTLY DISABLEDWe saved up to afford this particular bed, so that she could sleep without painInstead, they took our money, AND SOMEONE ELSE'S, for A SINGLE BEDNow my mother has to wait until Jerome's decides to deliver it - whenever they reorder it? We both go back to work full time this week, and have a limited schedule for delivery - THIS COULD HAVE BEEN AVOIDED IF THEY DIDN'TSELLOUR BEDOUT FROM UNDER USWE PAID FOR IT IN FULL, UPFRONTTHERE IS NO EXCUSE FOR THIS PRACTICE - IT'S A HORRIBLE BUSINESS PRACTICETHEY SOLD A BED TO SOMEONE THAT SOMEONE ELSE HAD ALREADY PAID FOR? DisgustingWe will NOT be conducting further business with Jerome's, and will in fact recommend that other disabled persons choose another company that WON'T SELL THEIR MERCHANDISE TO ANOTHER CUSTOMER
The consumer was contacted directly by a representative of Jerome's We will honor the exchange of the sofaShould you need further questions, please feel to contact us at (866) 633-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
Regards,
** ***
Revdex.com:
Jerome's did have to come out a second time however the reason is not as stated The sales person stated the color of the arm chair would be the same as the rest of the set, when delivered it was a different color They had to come the second time to correct their mistakeWhen they came the second time that they still charged an additional $for second time delivery plus $ of the first time deliveredThe dispute is still concerning the $pickup fee(nothing was pickup on their first visit and they second charge of $to correct their mistake with the color The furniture was already moved when they came the first time and nothing was picked There was never any discussion of a donation or a tax write off, nothing was donated, this is a new storyPlease help straighten out this situation by having the $fee refunded
Regards
** ***
To whom it may concern:
I want to bring to your attention how poorly your sales and delivery services communicate I was full on lied to from two stores: Scripps Ranch and San Marcos In both cases, sales lied to me about having all furniture already assembled at time of delivery, and that anything that needed assembling would be done by the delivery men This was not true I bought living room furniture from Scripps Ranch in which the lamps weren’t assembled and I was told that I had to do it- the delivery men do not assemble the lamps I bought bedroom furniture and a desk from San Marcos, and was told by sales that the desk would be already assembled (I made sure to ask after the lamps incident) and this was a lie- the delivery men brought it in a box and said I had to assemble it When I wanted to talk to a service representative about this miscommunication, the driver and I had to wait minutes for someone in the service department to answer the phone Also from both stores I have been lied to in regards to the delivery procedure I was told I would get: email when furniture was being loaded onto a truck, a text/call /email with a hour time frame, a text/call for a hour notice, and then finally a text/call when approximately minutes out Again, both stores sales claimed this as true and automatically part of the delivery policy, and in both instances I get a call from delivery saying that they are minutes away I have had to call earlier in the day to at least get a hour time frame, but the delivery men are saying that they don’t do that unless specifically told If I would have known prior I would have specified I wanted as much notice as possible, but how was I supposed to know to ask for it if I was told it part of the delivery procedure? Also, delivery workers then told me that all texts and calls should be done through customer service, and not for the delivery men to do Here is my main issue in regards to these instances: 1) there is a serious miscommunication in regard to delivery policies between sales and delivery and 2) that I was flat out lied to in what I should expect when getting Jerome furniture This place was supposed to be a milestone in my life- my first apartment where I am furnishing everything and I chose Jerome’s both times for different furniture needs I was ready to tell everyone about them, and I still will- just no longer positive The delivery men are extremely nice and kind for the situation they are put in, that they are dealing with confused and irate customers for being lied to about what is expected Fix this please If not for me, then at least for the future customers (I doubt I will ever be one) and for the poor delivery workers Make it known there is only this one policy and please provide some means of consequences when any sales associate or store manager lies to a customer
-Kelley
P.S.- I am Live Chatting now on your website with a sales associate for "sales and product questions." When asked about same day delivery, the associate said that I "then should receive a phone call letting you know your time frame." When asked if that happens automatically or if I need to request it, and he wrote "yes it is automatic." So why did I have to call for a time frame twice if this is supposedly done automatically with same day service?
Dear *** ***
Thank you for reaching
out to us.
We have received information from the Revdex.com in regards
to a requested refund of a mattress which was delivered on June 20, 2015. We apologize for any miscommunication or inconvenience
which may have occurred
After review of your account, we did offer to pithe
bedroom set for a refund due to the issues which had occurred. At the time of this approval we did make you
aware this did not include the mattress
All of our mattress sales are final and are non-returnable
once the item is physically delivered to your residence
We have all of our consumers sign a separate receipt just
for mattresses to make them aware of our specific policy on mattresses
We do understand your frustration; however, we will not be
able to comply with your request of refund on this mattress.
The mattress on your invoice is a mattress we sell with any
of our beds and can be used on another bed which you may purchase in the
future
Should you have any additional questions or concerns, please
do not hesitate to contact us at *** ***
Sincerely,
*** ***
Dear ***
class="MsoNormal">Thank you for reaching out to us We apologize for any inconvenience or miscommunication which may have occurred
At the time of purchase your merchandise came with warranties The first warranty was directly through Jerome's and covered any manufacturing defects which were reported within the 1st year
The one year warranty expired on July 23,
The 2nd warranty, you opted to purchase, is the *** year protection Plan This warranty covers an array of one-time accidental stains and damages which are outlined in their policy This policy would have been mailed to your residence directly from *** within weeks from the delivery date
After review of your account, the claim which you made through *** would not have been covered under their warranty, since this was not from a one-time accidental occurrence but rather something that occurred over a period of time
Any issues with the fabric would have needed to be reported to Jerome's before July 23, in order to be covered under our warranty
Our technician visited your residence on December 11, to see if there was any type of repair the technician would be able to do in the home as a one-time courtesy
Unfortunately the technician advised that they were unable to make a repair with the fabric The technician did also advise that the frame was broken, which is still covered under our warranty until July 23, 2017, however at the time of the appointment, we were notified that the repair was declined
We can gladly still offer repair on your broken frame, simply contact us at (866) 633-
Please do not hesitate to contact us at the number listed above should you have any additional questions or concerns
Sincerely,
Jerome's Furniture
I had the best sales guy *** *** at the Southbay Torrance Store helped us in picking the best sofas and tables for our living roomHe was super nice and patient with me and my daughter! He gave us great decorating ideasHe knows a lot of interior design so we lucked out with him!
Thank you *** for all your wonderful ideas and all your help!
I just purchased a sofa and loveseat from Jerome's furniture in Murrieta, CAThe sofa and loveseat were deliveredUpon inspection of the sofa and loveseat the next day after delivery I ran my hand across the back of the sofa and was cut by several metal staples sticking out of the backI did a complete inspection and also found several punctures on the sides of the sofa and loveseatI spoke to customer service and I was told that a technician would come to my home in two weeks to inspect the items and customer service told me not to use the furniture until it can be fixedWell, I have no other furniture to sit on in the mean time and the service rep didn't seem to careI will never shop at Jerome's again and I have closed my credit account with them
The business has never sent the want to know if someone can assist me with the order because my question was never anwsered as far as me getting for the same price and the shipping waivedThe only store in my area is *** and I do not want to deal with that store Is there someone in the customer service depart that can assist me with this getting the same price waiving the delivery and since the gift card was never sent out I could order on line but I would still need someone to credit me back for the delivery and the difference in price as well as the from my credit cardI do not have a gift card that has been sent to meand rather than sending out the card credit my order for the 100.00
shave 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
Regards,
*** ***
In regards to this
claim:
class="MsoNormal">
Our deliveries are made
through a 3rd party company, *** *** All property damage claims
made by their delivery contractors do have to go through the claim process with
their corporate office
I do understand and
apologize for the inconvenience which has occurred
We are currently in
contact with *** *** management to contact the cus***er within the
next 24-hours in regards to the property damage
Unfortunately, we are
unable to comply with the consumers request for Jerome's to make repairs to him
home; however, we will ensure *** *** has followwith the
consumers claim
Should you need
additional information, please feel free to contact us at ###-###-####
Sincerely,
*** ***
Cus***er Care Manager
Dear *** ***
We appreciate the additional information which has been providedWe are currently reviewing your order to see if any alternative options can be providedA Customer Care Representative will be in contact with you by Monday December 28, Should you have any questions or concerns in the meantime, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
Dear MrsRandolph,
class="MsoNormal">
Thank you for reaching out to us We apologize for the inconvenience which has occurred
After review of your account the delivery fee in the amount of $has been refundedYou will receive the refund via corporate check within 7-business days
For the additional inconvenience we will issue a $gift certificate
The gift certificate is valid for one year from the issuance date and can be redeemed at any one of our showroom locations
Should you have any additional questions or concerns, please do not hesitate to contact us at (*** ***
Sincerely,
Jerome's Furniture
My mom ordered and paid for a chair for my father (who is ill) on December at the Murrieta location and has yet to be contacted when they are delivering itWhen she called they told her they were behind because of the holidaysDo not buy furniture from this store!
In regards to this complaint, customer was contacted directly
The consumer will received the full refund amount, excluding the price of the *** *** ***, totaling $1,
This amount is being refunded onto the consumers financing account and can take up to
billing cycles to reflect on his statement
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
The refund on this account was processed the beginning of this month The consumer should have already received the refund, which can take up to business days from the point the refund is processedThe request was made on 8/5/and the refund could have taken up to 8/15/to be an available credit on the consumers accountIf the consumer does not show this refund, they may contact us at *** *** for further assistanceSincerely,
Jerome's Furniture
In regards to this claim the consumer was in contact with us directly.>The consumer’s order, which included a dinning set, was delivered yesterday, April 21,
If the consumer should need further assistance, please do not hesitate to contact Customer Care at (*** ***
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.They have discontinued that sofa sleeper but still have the mattress in questionI want the mattress to be included with the sofa sleeper I chooseI will accept 10% off a sofa sleeper and the firm cool gel memory foam mattress included at no additional cost.
Regards,
*** ***
The 20% will be refunded back to the credit card on file he used for the original purchase, if it’s still activePlease confirm back that you accept a 20% credit back to the original purchase credit cardCredit amount will be $
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 was at work all day when I called agent back she had already left for the dayCustomer service agent told me the same thing they have said before, that only the base is defective but not the matttessThat they don't refund/return mattresses, that I signed a contractI told her I signed a contract for a complete new bed that included the mattress & base, which are now BOTH defective because the mattress was folded/bent in the wrong area where the base is structured to fold the mattress
If you fold or bend a matttess it doesn't function the same because it's not meant for thatThese people keep trying to cheat me & force me to keep an item that is damagedNot only did they sell me a defective item & the motion bed didn't work properly but the mattress is times harder/firmer that the one I tested at the store, so what I ended up with is totally different than what I received, I have not been able to sleep fir the entire weekNow this company is bulling me into keeping & paying for a damaged itemIf you look at the reviews they only get star rating because of irate, unsatisfied customersThis company has been getting away with shady service for yearsThis stress is literally making me sick
Again, I want the entire unit taken away and fully refundedY
Regards,*** ***
We bought a bed, paid fully in cash, up front, at time of purchase.The bed was back-ordered, and after that, we had to delay delivery because of health concernsWhen we called to reschedule the delivery, they informed us that they had SOLD OUR BED OUT FROM UNDER US TO ANOTHER CUSTOMERI'm sorry, we BOUGHT THAT BEDIt was OURSWe had ALREADY PAID FOR THAT BEDAND THEY SOLD IT TO SOMEONE ELSEMy mother is PERMANENTLY DISABLEDWe saved up to afford this particular bed, so that she could sleep without painInstead, they took our money, AND SOMEONE ELSE'S, for A SINGLE BEDNow my mother has to wait until Jerome's decides to deliver it - whenever they reorder it? We both go back to work full time this week, and have a limited schedule for delivery - THIS COULD HAVE BEEN AVOIDED IF THEY DIDN'TSELLOUR BEDOUT FROM UNDER USWE PAID FOR IT IN FULL, UPFRONTTHERE IS NO EXCUSE FOR THIS PRACTICE - IT'S A HORRIBLE BUSINESS PRACTICETHEY SOLD A BED TO SOMEONE THAT SOMEONE ELSE HAD ALREADY PAID FOR? DisgustingWe will NOT be conducting further business with Jerome's, and will in fact recommend that other disabled persons choose another company that WON'T SELL THEIR MERCHANDISE TO ANOTHER CUSTOMER
The consumer was contacted directly by a representative of Jerome's We will honor the exchange of the sofaShould you need further questions, please feel to contact us at (866) 633-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
Regards,
** ***
Revdex.com:
Jerome's did have to come out a second time however the reason is not as stated The sales person stated the color of the arm chair would be the same as the rest of the set, when delivered it was a different color They had to come the second time to correct their mistakeWhen they came the second time that they still charged an additional $for second time delivery plus $ of the first time deliveredThe dispute is still concerning the $pickup fee(nothing was pickup on their first visit and they second charge of $to correct their mistake with the color The furniture was already moved when they came the first time and nothing was picked There was never any discussion of a donation or a tax write off, nothing was donated, this is a new storyPlease help straighten out this situation by having the $fee refunded
Regards
** ***
To whom it may concern:
I want to bring to your attention how poorly your sales and delivery services communicate I was full on lied to from two stores: Scripps Ranch and San Marcos In both cases, sales lied to me about having all furniture already assembled at time of delivery, and that anything that needed assembling would be done by the delivery men This was not true I bought living room furniture from Scripps Ranch in which the lamps weren’t assembled and I was told that I had to do it- the delivery men do not assemble the lamps I bought bedroom furniture and a desk from San Marcos, and was told by sales that the desk would be already assembled (I made sure to ask after the lamps incident) and this was a lie- the delivery men brought it in a box and said I had to assemble it When I wanted to talk to a service representative about this miscommunication, the driver and I had to wait minutes for someone in the service department to answer the phone Also from both stores I have been lied to in regards to the delivery procedure I was told I would get: email when furniture was being loaded onto a truck, a text/call /email with a hour time frame, a text/call for a hour notice, and then finally a text/call when approximately minutes out Again, both stores sales claimed this as true and automatically part of the delivery policy, and in both instances I get a call from delivery saying that they are minutes away I have had to call earlier in the day to at least get a hour time frame, but the delivery men are saying that they don’t do that unless specifically told If I would have known prior I would have specified I wanted as much notice as possible, but how was I supposed to know to ask for it if I was told it part of the delivery procedure? Also, delivery workers then told me that all texts and calls should be done through customer service, and not for the delivery men to do Here is my main issue in regards to these instances: 1) there is a serious miscommunication in regard to delivery policies between sales and delivery and 2) that I was flat out lied to in what I should expect when getting Jerome furniture This place was supposed to be a milestone in my life- my first apartment where I am furnishing everything and I chose Jerome’s both times for different furniture needs I was ready to tell everyone about them, and I still will- just no longer positive The delivery men are extremely nice and kind for the situation they are put in, that they are dealing with confused and irate customers for being lied to about what is expected Fix this please If not for me, then at least for the future customers (I doubt I will ever be one) and for the poor delivery workers Make it known there is only this one policy and please provide some means of consequences when any sales associate or store manager lies to a customer
-Kelley
P.S.- I am Live Chatting now on your website with a sales associate for "sales and product questions." When asked about same day delivery, the associate said that I "then should receive a phone call letting you know your time frame." When asked if that happens automatically or if I need to request it, and he wrote "yes it is automatic." So why did I have to call for a time frame twice if this is supposedly done automatically with same day service?
Dear *** ***
Thank you for reaching
out to us.
We have received information from the Revdex.com in regards
to a requested refund of a mattress which was delivered on June 20, 2015. We apologize for any miscommunication or inconvenience
which may have occurred
After review of your account, we did offer to pithe
bedroom set for a refund due to the issues which had occurred. At the time of this approval we did make you
aware this did not include the mattress
All of our mattress sales are final and are non-returnable
once the item is physically delivered to your residence
We have all of our consumers sign a separate receipt just
for mattresses to make them aware of our specific policy on mattresses
We do understand your frustration; however, we will not be
able to comply with your request of refund on this mattress.
The mattress on your invoice is a mattress we sell with any
of our beds and can be used on another bed which you may purchase in the
future
Should you have any additional questions or concerns, please
do not hesitate to contact us at *** ***
Sincerely,
*** ***
Dear ***
class="MsoNormal">Thank you for reaching out to us We apologize for any inconvenience or miscommunication which may have occurred
At the time of purchase your merchandise came with warranties The first warranty was directly through Jerome's and covered any manufacturing defects which were reported within the 1st year
The one year warranty expired on July 23,
The 2nd warranty, you opted to purchase, is the *** year protection Plan This warranty covers an array of one-time accidental stains and damages which are outlined in their policy This policy would have been mailed to your residence directly from *** within weeks from the delivery date
After review of your account, the claim which you made through *** would not have been covered under their warranty, since this was not from a one-time accidental occurrence but rather something that occurred over a period of time
Any issues with the fabric would have needed to be reported to Jerome's before July 23, in order to be covered under our warranty
Our technician visited your residence on December 11, to see if there was any type of repair the technician would be able to do in the home as a one-time courtesy
Unfortunately the technician advised that they were unable to make a repair with the fabric The technician did also advise that the frame was broken, which is still covered under our warranty until July 23, 2017, however at the time of the appointment, we were notified that the repair was declined
We can gladly still offer repair on your broken frame, simply contact us at (866) 633-
Please do not hesitate to contact us at the number listed above should you have any additional questions or concerns
Sincerely,
Jerome's Furniture
I had the best sales guy *** *** at the Southbay Torrance Store helped us in picking the best sofas and tables for our living roomHe was super nice and patient with me and my daughter! He gave us great decorating ideasHe knows a lot of interior design so we lucked out with him!
Thank you *** for all your wonderful ideas and all your help!
I just purchased a sofa and loveseat from Jerome's furniture in Murrieta, CAThe sofa and loveseat were deliveredUpon inspection of the sofa and loveseat the next day after delivery I ran my hand across the back of the sofa and was cut by several metal staples sticking out of the backI did a complete inspection and also found several punctures on the sides of the sofa and loveseatI spoke to customer service and I was told that a technician would come to my home in two weeks to inspect the items and customer service told me not to use the furniture until it can be fixedWell, I have no other furniture to sit on in the mean time and the service rep didn't seem to careI will never shop at Jerome's again and I have closed my credit account with them
The business has never sent the want to know if someone can assist me with the order because my question was never anwsered as far as me getting for the same price and the shipping waivedThe only store in my area is *** and I do not want to deal with that store Is there someone in the customer service depart that can assist me with this getting the same price waiving the delivery and since the gift card was never sent out I could order on line but I would still need someone to credit me back for the delivery and the difference in price as well as the from my credit cardI do not have a gift card that has been sent to meand rather than sending out the card credit my order for the 100.00
shave 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
Regards,
*** ***
In regards to this
claim:
class="MsoNormal">
Our deliveries are made
through a 3rd party company, *** *** All property damage claims
made by their delivery contractors do have to go through the claim process with
their corporate office
I do understand and
apologize for the inconvenience which has occurred
We are currently in
contact with *** *** management to contact the cus***er within the
next 24-hours in regards to the property damage
Unfortunately, we are
unable to comply with the consumers request for Jerome's to make repairs to him
home; however, we will ensure *** *** has followwith the
consumers claim
Should you need
additional information, please feel free to contact us at ###-###-####
Sincerely,
*** ***
Cus***er Care Manager
Dear *** ***
We appreciate the additional information which has been providedWe are currently reviewing your order to see if any alternative options can be providedA Customer Care Representative will be in contact with you by Monday December 28, Should you have any questions or concerns in the meantime, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture
Dear MrsRandolph,
class="MsoNormal">
Thank you for reaching out to us We apologize for the inconvenience which has occurred
After review of your account the delivery fee in the amount of $has been refundedYou will receive the refund via corporate check within 7-business days
For the additional inconvenience we will issue a $gift certificate
The gift certificate is valid for one year from the issuance date and can be redeemed at any one of our showroom locations
Should you have any additional questions or concerns, please do not hesitate to contact us at (*** ***
Sincerely,
Jerome's Furniture
An e-mail was sent directly to the consumer to provide pictures of the merchandise in questionSincerely,
Jerome's Furniture
My mom ordered and paid for a chair for my father (who is ill) on December at the Murrieta location and has yet to be contacted when they are delivering itWhen she called they told her they were behind because of the holidaysDo not buy furniture from this store!
In regards to this complaint, customer was contacted directly
The consumer will received the full refund amount, excluding the price of the *** *** ***, totaling $1,
This amount is being refunded onto the consumers financing account and can take up to
billing cycles to reflect on his statement
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager