In regards to this claim the customer already reselected on the merchandise in question
The new merchandise was delivered on February 5,
Should the consumer need further assistance, they may simply contact us at (***
***
Sincerely,
Jerome's Furniture
For this claim, the special order arrived in our warehouse and the consumer is being contacted directly to schedule a convenient delivery date
The delivery fee was also refunded due to the inconvenience
Should you have additional questions,
please feel free to contact us at *** ***
Sincerely,
Jerome's Furniture
In regards to this
complaint the consumer was already contacted by Jerome's
New Roman"">
The technician service
is scheduled for tomorrow, July 14,
We have made alternative
options for the consumer if the technician is unable to install the part
Please feel free to
contact us at (866) 633-should you have any additional questions or
concerns
Sincerely,
*** ***
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
Please find the attached copy of Jeromes warranty which does not state "ONLY DETACHABLE CUSHIONS!" This warranty is deceptive and misleading, people should be aware of the bad practice of fraud that Jeromes is committing
Regards,
*** ***
recently purchased a sectional and ottoman on special order from the Rancho Cucamonga store and was told by *** that it would be here in two to three weeksMy husband called the store on 4/9/(three weeks later) and he was told that the sectional and ottoman would be here on Sunday (4/01/16)I then called on 4/10/and was told that they were going to call the warehouse to check on the order and call me back, which they never didSo I called back on 4/10/and was told that the sectional would be here Monday and if the warehouse processed it by 6pm then I could get the same deliveryI called back on 4/11/and was told that the information given to me was incorrect and it should be in by the end of the weekI called back today, 4/12/16, and was told that the order will now not be in for two weeks
I have been given information from *** and the customer service department several timesI should not have to be calling to check on an order when it was promised to be here in two to three weeksNotice that not once did they call me to let me know what was going on with my orderI have already gotten rid of my old couches in anticipation for the new ones and now have an empty living roomWhen I asked the customer service manager at the Rancho Cucamonga store to speak to the sales manager at the same store, I was told that he was with a customer and would call me backI have yet to receive that phone call
I called back to speak to the store manager and was told (by the rude customer service clerk who answered the phone) that I could not speak to the store manager because he had to follow the "chain of commands"Even though I already told him what had happenedThen when I asked for the managers name he refused to give it to me, put me on hold, and then gave me his name really fast and said he wasn't in today
I can't believe how horrible the customer service has been at this storeI am so disappointed in myself for having bought something and contributing to this store in anywayIf I could cancel my order and get my money back, I would do it in a heartbeatI have been reading reviews online (Google and Yelp) and I am not the only customer to complain about this storeIn fact, if I had read all the reviews before I would have never of stepped foot in the doorObviously, the Rancho Cucamonga store is giving information and upsetting its customers and no one is doing anything about itI have been a customer of *** *** for years and have never had this happen to me
I would love it if I could completely cancel my order, get a full refund, and never have to deal with Jerome's Furniture ever againBut of course, I have not been called back even though I received an email stating that they would contact me within hours
Dear Mr** ***
class="MsoNormal">Thank you for reaching out to us I apologize for the inconvenience which has occurred
After revew of your account, we did offer to waive the additional fee since you are out of our regular service area to have the technician confirm what parts are needed to be able to repair the merchandise
In lieu of the technician appointment you opted to receive the $discount With our Jerry's Bloopers and even floor models we only reduce the price by 10%
We do understand your frustration; however, we are unable to comply with your request of a refund of $
As a good faith gesture we can offer the technician as a one-time courtesy, should you wish for the technician to still inspect the merchandise in your residence
The above offer is valid until October 5,
Should you wish to schedule the technician appointment, simply contact us at *** ***
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Giving us a re-selection for furniture isn't acceptable when there is no comparable furnitureWe've visited the store and looked online numerous times with no luckHow is this going above and beyond when we've tried working with Jerome'sEven the sales rep who helped us told us there was no comparable furnitureWe even tried looking at a new mattress, but they were just too expensiveWe have no furniture in our living room because our money is stuck at a furniture store that does not even offer the same color furniture we hadThis is unsuitable environment for our toddlerThis is a shame when reading other Revdex.com complaints refunds were given when customers had a defective furniture and a re-select didn't have comparable furnitureI don't get what makes my case different compared to other complaints who had defective furnitureI was told there is an absolute zero policy on refunds, but yet refunds are given to many customers who have complained on Revdex.com when there was no comparable furniture sets with re-selects.
Regards,
*** ** ** ***
I have only shopped at Jerome's once and will never set foot in the store again I bought a moderately priced sofa and have had nothing but problems with it since I purchased it They are now telling me that it's been over a year and will not replace the sofa with a different selection Cushions constantly need to be replaced, and they even gave me a brand new sofa which is only months old but they say that they go from the original delivery date and it's been over a year since I received the original sofa This is such a joke Nobody ever told me that I could make a different selection because of the problems When they do order new cushions, it takes months to get them! Not acceptable Customer service NEVER returns a phone call Now I am stuck with a horrible couch that I paid a lot for and there is nothing I can do except continue to call them out to order new cushions This store is horrible
I purchased two leather couches in June of (Just under $2000) In August of I noticed small pin holes in one of the arm restI called the extended warranty company that I purchased separately and they explained to me that stuffing would have to be coming out of the holes for them to cover it but Jeromes should cover it because the couches were only two years oldI called and they sent a representative to my home and he ordered the arm rest that dayHe said they would contact me when it came in but it could take up to three months for them to receive itI never heard anything from them so on December I stopped in the store and asked the customer service desk representative to check on it for me! She told me that it was in the warehouse and she scheduled service for me! On 2/3/I had another inspection for the same thing but on the other three arm restsThe technician said the same thing that it would take up to three months to receive them and they would have to schedule extra time seeing that there was three to change outOn 6/10/I called Jeromes to check status and there was no record of the arm rests being orderedThe customer service rep scheduled another inspection and the technician came on 6/13/and inspected to see if the leather was defectiveHe left and later that day a woman called to explain that the leather was not defective and there was nothing that they could do for me! I asked why they replaced the one and not the others and she had no answersI had one of the couches restuffed on 4/6/and it is so over stuffed that you can't sit in it without a neck ach! I asked the technician about the over stuffing and he stated it would mold to my body!!!!! It's been over three months! I still can't sit on it!!!!!!! I have left numerous messages for a manager to call me and to this day have not received a call! Naturally 6/13/was the last day of the year warranty! Plus the extended warranty is useless because I already called them when this first began so they will have records of my callI feel I should get new arm rests or even now new couches!! Very dissatisfied with customer service and management! I wouldn't recommend Jeromes! This was not the first time that I purchased furniture from Jeromes but it will surely be my last!!!!!
In regards to this claim, the consumer received an exchange of the merchandise in question on April 23,
"serif"Times New Roman"">
We do understand the consumer’s frustration and apologize for the inconvenience In regards to the Consumer Affairs claim which was submitted we contacted the associate in charge of the claim directly, however, we never received any additional information from the Department of Consumer Affairs to further assist them with the claim.
For the inconvenience which occurred, we will refund $to the consumer. The refund will be processed back onto the *** *** on file ending in ***; credit Card refunds can take 5-business days to reflect as an available credit
Should the consumer need further assistance, they may contact us at (866) 633-
Sincerely,
Jerome's Furniture
I called the customer and left a message at the phone number listed. I also sent the below e-mail to the e-mail address listed on file:
Dear Mrs***-***,
I received information from the Revdex.com in regards to concerns you have expressed on the power sofa delivered on March 4, 2014.
At the time of purchase, your merchandise came with a warranty directly through Jerome’s. This warranty covers any manufacturing defects reported within the 1st year from the original delivery. The year warranty expired on March 4,
The secondary warranty is the Guardsman Protection Plan. This warranty covers an array of one-time accidental stains or damages. The specific coverage is outlines in their policy, which should have been received in the mail 4-weeks after the delivery date
I do understand your frustration. I have reviewed your account and the original peeling on the sofa was reported after the initial year warranty
We are unable to comply with your request for replacement, however, as a good faith gesture I can provide you with $in gift certificates, which can be used toward a future purchase
The gift certificates can be redeemed at any one of our showroom locations and are valid for year from the issuance date
Please feel free to contact us at ###-###-#### should you wish to take advantage of the above offer. You may also simply reply to this e-mail
Sincerely,
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
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 belowIn December, we purchased the first sofa recliner set from Jerome s furnitureOn four separate occasions within the first months, the power transformer, motor, and/or other parts failedTechnicians repaired them, only to have to return when they broke againFinally a re-selection was made available to us only after trips to the store to complainWe were told no refunds, only in store credit
Since the problem was electrical, we then chose a traditional mechanical type of couch that reclined manuallyThe cost was significantly less, and we were forced to buy stuff we didn't want or needNow, the second set of couches has brokenThe sofa has two seats that recline, and one between them that did notThe couches reclining end piece separated from the middle piece at the top, showing a gapAs one would sit in the couch it would then slope down from right to left crooking the spine and hips, causing pain and discomfort to the lower backThe part the repair man ordered did not arrive for weeksNo offer was ever made to substitute the couch during this time periodWe were forced to use it as it was, brokenWhen the part was replaced, it returned back to its former state within a day
The technician came back to suggest a re-selection yet againOnly one Sofa Set and Recliner met our requirements during this processThere is a difference in cost of $*** ***, Customer Service Supervisor said that he could not return our moneyI do not need $in overpriced rugs, or paintings as we have already been thru this before after the first couch (cost $3400, exchanged for $2,and had to use up store credit then...)
Tomorrow, 11/22/we will receive the re-selection in our homeMy desire is for our refund of to be processed in a timely mannerJerome s does have a refund policy that the $ be returned via CHECK from their corporate office within days of the request on the back of my receiptNo where did it say that this was a NO REFUND/Final Sale transaction especially since the issue was due to defective merchandise on both occasions
I contacted the customer and left a message in regards to the claim, an e-mail was also sent to the e-mail address on file
The reversal of the charge was processed on May 27, 2014, which should have posted onto her account days from the reversal
date
A $gift certificate has been mailed for the inconvenience which occurred The certificate is valid for year from the issuance date and can be redeemed at any one of our showroom locations
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
Jerome's Furniture Warehouse
I contacted the customer directly in regards to this complaint
I left a message at the phone number provided in the claim as well as sent an e-mail to the address listed on the claim
$has been refunded to the Visa card on file for the
delivery inconvenience We are unable to refund back the *** Policy, since this policy is through a separate company
The credit refund can take up to business days to process onto the customer's account
I have provided my direct contact information to the consumer should he have any additional questions or concerns
Thank you,
*** ***
Customer Care Manager
I bought a slipcovered sofa and chair in June of About weeks ago I took the sofa slipcover off to clean it This is only the second time that I have cleaned it because the sofa is only months old When I tried to put the slipcover back on the zipper broke The sofa sits in the middle of the living room so it is very visible for all to see the broken zipper I called customer service and they sent out a tech to look at itHe was literally at my house minutes and said he could not help I then went to the store and spoke with Katie in customer service She told me that there was nothing they could do because it was over a year old Again, it was months old She said she would contact Synergy Home Furnishings because they were the ones that made the sofa to see if they could send me a new slipcover and that someone would call me on that Monday to let me know (it was a Saturday at this time) Today is Wednesday and I have heard from no one I called Jerome's today and no one can tell me if Synergy has been contacted I bought the Guardsmen Protection Plan so called Jerome's back to see if they could give me my contract agreement number so that I could make a claim to see if the zipper might be covered by themJerome's transferred me to customer service where the phone just rings and rings for literally minutes and no one picks up I have tried calling times and get no where I just want the zipper fixed on my slipcover I am not asking for a complete new replacementJust what is fair I can't use the sofa like it it and it is only months old Really Jerome's? You won't help me out here? Again, I have talked to Jerome's customer service department many times and they keep saying that someone else will call me later Passing the buck onto the next person in line seems to be the way to deal with this
Jerome's is awesomeI love going to the storesSo far I have a dinette set, AWESOME mattress ( Estate Gel) and a few other thingsNext on my list is a sectional
All my experiences were positive, friendly sales people, same day delivery etc
I read some of the complaints here, and I figure no one is perfectTake it with a grain of salt, this is where people mostly come to complain rather than coming here to leave feedback on a positive experienceRead the *** reviews, almost all good stuff there
I love Jerome's and I'll be back, it's the only place I would consider for buying furniture personally
For this claim, the entertainment center was pickon December 23,
"Times New Roman"">
The merchandise that was pickfrom the consumers residence was a TV Console and piers/bases
The refund will be process back to the original method of payment
In regards to the consumers concerns expressed on the assistance which was received, we assure you this will be further looked into to prevent a similar situation from occurring in the future
Should the consumer have any additional questions or concerns, she may simply contact us at (*** ***
Sincerely,
Jerome's Furniture
Good afternoon *** ***
Thank you for reaching out to usWe are sorry to hear of this
issue
With all mattress purchases, the warranty is directly through the manufacturer In most cases, Jerome's is the liaison between the consumer and the manufacturer
The manufacturer authorizes *** *** *** to inspect all mattresses to determine if there is a defect which falls within the warranty guidelines The inspection which occurs is an industry standard inspection to verify if a structural defect is present which would be covered under the manufacturer’s warranty
After review of both of the *** *** *** reports the mattress has no sags or defects in the structure of the mattressIf there is stain on the mattrress that will void the warranty, however if you have and outside company remove the stain the warranty will be valid and we can send out *** Inspections to do another inspection within days if the indentation gets worse
We do understand your frustration, however, we are unable to offer any options since there are no defects confirmed by *** *** *** that would indicate a structural defect under the manufacturer’s warranty
In the future, should you believe a structural defect is present, please do not hesitate to contact us at *** ***
You may also simply reply to this e-mail
WHAT A JOKE! We purchased a bedroom set for our son as a bundled package last week (over $1,000)The set was to include the bookcase bed frame, night stand and TV consoleTotal price was to be $less than if we had purchased the pieces separatelyWe've had the following issues with Jerome's:
~ Before purchasing, we discussed with the salesman the need for us to have a bed frame that would support the use of a memory foam mattress (they require either captain's pedestal, slatted base or platform)He assured us this particular bed frame would be fine for that use and would not require anything additionalWhen the bed frame and night stand were delivered the next day, the very first thing we noticed was that the bed frame only included three support boards for the mattress which would NOT support a memory foam mattressWe then had to go out and purchase an additional base which would support the mattress
~ There are signs posted all over the store for same day delivery as long as you purchase your furniture before 6:p.mOur purchase was completed before 6:p.m(5:p.m.) however we were told that we could not get same day delivery because "the truck had already left"The salesman advised that the bed frame and night stand were available and could be delivered the next day, but the TV console was not in stock and would be delivered within a weekShame on you for advertising!!!
~ Yesterday we received a call from Jerome's advising us that the TV console that was supposed to be delivered this week was now not going to be delivered until sometime the end of the monthWhen we called to complain, we were given the run around and transferred to several different people trying to resolve the issueThe first salesman wanted to sell us the floor model TV console for 30% off but that would mean we would have to make another trip to the store to check the condition of the piece and haul it ourselvesSince the dresser (same piece of furniture as the TV console except where the space is for a DVD player there are two drawers) was in stock in the warehouse, we requested that the dresser be substituted for the TV console and delivered as soon as possibleWe were first told by the salesman that he would give us the dresser and an additional $off our original price for the inconvenience but before the conversation concluded he retracted his offer and claimed that the dresser was $more than the TV console and that he couldn't give us the deal he had offered but that he would be happy to sell it to us for $more (really, for two drawers???)Then when we brought it to their attention that the dresser was only $more than the TV console (not $186) they became even less helpful and insisted that was the best they could doAll we were asking them to do was substitute the dresser for the same priceWhen we requested to speak to a manager, they advised that one would return our call...It is now 9:p.m., hours and minutes after the original conversation and we still have not received a call from the managerThey finally delivered the substituted dresser to us this evening, but not before they charged our credit card the additional $for our inconvenience
Horrible service from both sales and customer serviceWe DO NOT recommend Jerome's to anyone and we won't ever make that mistake again!
In regards to this claim the customer already reselected on the merchandise in question
The new merchandise was delivered on February 5,
Should the consumer need further assistance, they may simply contact us at (***
***
Sincerely,
Jerome's Furniture
For this claim, the special order arrived in our warehouse and the consumer is being contacted directly to schedule a convenient delivery date
The delivery fee was also refunded due to the inconvenience
Should you have additional questions,
please feel free to contact us at *** ***
Sincerely,
Jerome's Furniture
In regards to this
complaint the consumer was already contacted by Jerome's
New Roman"">
The technician service
is scheduled for tomorrow, July 14,
We have made alternative
options for the consumer if the technician is unable to install the part
Please feel free to
contact us at (866) 633-should you have any additional questions or
concerns
Sincerely,
*** ***
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
Please find the attached copy of Jeromes warranty which does not state "ONLY DETACHABLE CUSHIONS!" This warranty is deceptive and misleading, people should be aware of the bad practice of fraud that Jeromes is committing
Regards,
*** ***
recently purchased a sectional and ottoman on special order from the Rancho Cucamonga store and was told by *** that it would be here in two to three weeksMy husband called the store on 4/9/(three weeks later) and he was told that the sectional and ottoman would be here on Sunday (4/01/16)I then called on 4/10/and was told that they were going to call the warehouse to check on the order and call me back, which they never didSo I called back on 4/10/and was told that the sectional would be here Monday and if the warehouse processed it by 6pm then I could get the same deliveryI called back on 4/11/and was told that the information given to me was incorrect and it should be in by the end of the weekI called back today, 4/12/16, and was told that the order will now not be in for two weeks
I have been given information from *** and the customer service department several timesI should not have to be calling to check on an order when it was promised to be here in two to three weeksNotice that not once did they call me to let me know what was going on with my orderI have already gotten rid of my old couches in anticipation for the new ones and now have an empty living roomWhen I asked the customer service manager at the Rancho Cucamonga store to speak to the sales manager at the same store, I was told that he was with a customer and would call me backI have yet to receive that phone call
I called back to speak to the store manager and was told (by the rude customer service clerk who answered the phone) that I could not speak to the store manager because he had to follow the "chain of commands"Even though I already told him what had happenedThen when I asked for the managers name he refused to give it to me, put me on hold, and then gave me his name really fast and said he wasn't in today
I can't believe how horrible the customer service has been at this storeI am so disappointed in myself for having bought something and contributing to this store in anywayIf I could cancel my order and get my money back, I would do it in a heartbeatI have been reading reviews online (Google and Yelp) and I am not the only customer to complain about this storeIn fact, if I had read all the reviews before I would have never of stepped foot in the doorObviously, the Rancho Cucamonga store is giving information and upsetting its customers and no one is doing anything about itI have been a customer of *** *** for years and have never had this happen to me
I would love it if I could completely cancel my order, get a full refund, and never have to deal with Jerome's Furniture ever againBut of course, I have not been called back even though I received an email stating that they would contact me within hours
Dear Mr** ***
class="MsoNormal">Thank you for reaching out to us I apologize for the inconvenience which has occurred
After revew of your account, we did offer to waive the additional fee since you are out of our regular service area to have the technician confirm what parts are needed to be able to repair the merchandise
In lieu of the technician appointment you opted to receive the $discount With our Jerry's Bloopers and even floor models we only reduce the price by 10%
We do understand your frustration; however, we are unable to comply with your request of a refund of $
As a good faith gesture we can offer the technician as a one-time courtesy, should you wish for the technician to still inspect the merchandise in your residence
The above offer is valid until October 5,
Should you wish to schedule the technician appointment, simply contact us at *** ***
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Giving us a re-selection for furniture isn't acceptable when there is no comparable furnitureWe've visited the store and looked online numerous times with no luckHow is this going above and beyond when we've tried working with Jerome'sEven the sales rep who helped us told us there was no comparable furnitureWe even tried looking at a new mattress, but they were just too expensiveWe have no furniture in our living room because our money is stuck at a furniture store that does not even offer the same color furniture we hadThis is unsuitable environment for our toddlerThis is a shame when reading other Revdex.com complaints refunds were given when customers had a defective furniture and a re-select didn't have comparable furnitureI don't get what makes my case different compared to other complaints who had defective furnitureI was told there is an absolute zero policy on refunds, but yet refunds are given to many customers who have complained on Revdex.com when there was no comparable furniture sets with re-selects.
Regards,
*** ** ** ***
I have only shopped at Jerome's once and will never set foot in the store again I bought a moderately priced sofa and have had nothing but problems with it since I purchased it They are now telling me that it's been over a year and will not replace the sofa with a different selection Cushions constantly need to be replaced, and they even gave me a brand new sofa which is only months old but they say that they go from the original delivery date and it's been over a year since I received the original sofa This is such a joke Nobody ever told me that I could make a different selection because of the problems When they do order new cushions, it takes months to get them! Not acceptable Customer service NEVER returns a phone call Now I am stuck with a horrible couch that I paid a lot for and there is nothing I can do except continue to call them out to order new cushions This store is horrible
I purchased two leather couches in June of (Just under $2000) In August of I noticed small pin holes in one of the arm restI called the extended warranty company that I purchased separately and they explained to me that stuffing would have to be coming out of the holes for them to cover it but Jeromes should cover it because the couches were only two years oldI called and they sent a representative to my home and he ordered the arm rest that dayHe said they would contact me when it came in but it could take up to three months for them to receive itI never heard anything from them so on December I stopped in the store and asked the customer service desk representative to check on it for me! She told me that it was in the warehouse and she scheduled service for me! On 2/3/I had another inspection for the same thing but on the other three arm restsThe technician said the same thing that it would take up to three months to receive them and they would have to schedule extra time seeing that there was three to change outOn 6/10/I called Jeromes to check status and there was no record of the arm rests being orderedThe customer service rep scheduled another inspection and the technician came on 6/13/and inspected to see if the leather was defectiveHe left and later that day a woman called to explain that the leather was not defective and there was nothing that they could do for me! I asked why they replaced the one and not the others and she had no answersI had one of the couches restuffed on 4/6/and it is so over stuffed that you can't sit in it without a neck ach! I asked the technician about the over stuffing and he stated it would mold to my body!!!!! It's been over three months! I still can't sit on it!!!!!!! I have left numerous messages for a manager to call me and to this day have not received a call! Naturally 6/13/was the last day of the year warranty! Plus the extended warranty is useless because I already called them when this first began so they will have records of my callI feel I should get new arm rests or even now new couches!! Very dissatisfied with customer service and management! I wouldn't recommend Jeromes! This was not the first time that I purchased furniture from Jeromes but it will surely be my last!!!!!
In regards to this claim, the consumer received an exchange of the merchandise in question on April 23,
"serif"Times New Roman"">
We do understand the consumer’s frustration and apologize for the inconvenience In regards to the Consumer Affairs claim which was submitted we contacted the associate in charge of the claim directly, however, we never received any additional information from the Department of Consumer Affairs to further assist them with the claim.
For the inconvenience which occurred, we will refund $to the consumer. The refund will be processed back onto the *** *** on file ending in ***; credit Card refunds can take 5-business days to reflect as an available credit
Should the consumer need further assistance, they may contact us at (866) 633-
Sincerely,
Jerome's Furniture
I called the customer and left a message at the phone number listed. I also sent the below e-mail to the e-mail address listed on file:
Dear Mrs***-***,
I received information from the Revdex.com in regards to concerns you have expressed on the power sofa delivered on March 4, 2014.
At the time of purchase, your merchandise came with a warranty directly through Jerome’s. This warranty covers any manufacturing defects reported within the 1st year from the original delivery. The year warranty expired on March 4,
The secondary warranty is the Guardsman Protection Plan. This warranty covers an array of one-time accidental stains or damages. The specific coverage is outlines in their policy, which should have been received in the mail 4-weeks after the delivery date
I do understand your frustration. I have reviewed your account and the original peeling on the sofa was reported after the initial year warranty
We are unable to comply with your request for replacement, however, as a good faith gesture I can provide you with $in gift certificates, which can be used toward a future purchase
The gift certificates can be redeemed at any one of our showroom locations and are valid for year from the issuance date
Please feel free to contact us at ###-###-#### should you wish to take advantage of the above offer. You may also simply reply to this e-mail
Sincerely,
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
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 belowIn December, we purchased the first sofa recliner set from Jerome s furnitureOn four separate occasions within the first months, the power transformer, motor, and/or other parts failedTechnicians repaired them, only to have to return when they broke againFinally a re-selection was made available to us only after trips to the store to complainWe were told no refunds, only in store credit
Since the problem was electrical, we then chose a traditional mechanical type of couch that reclined manuallyThe cost was significantly less, and we were forced to buy stuff we didn't want or needNow, the second set of couches has brokenThe sofa has two seats that recline, and one between them that did notThe couches reclining end piece separated from the middle piece at the top, showing a gapAs one would sit in the couch it would then slope down from right to left crooking the spine and hips, causing pain and discomfort to the lower backThe part the repair man ordered did not arrive for weeksNo offer was ever made to substitute the couch during this time periodWe were forced to use it as it was, brokenWhen the part was replaced, it returned back to its former state within a day
The technician came back to suggest a re-selection yet againOnly one Sofa Set and Recliner met our requirements during this processThere is a difference in cost of $*** ***, Customer Service Supervisor said that he could not return our moneyI do not need $in overpriced rugs, or paintings as we have already been thru this before after the first couch (cost $3400, exchanged for $2,and had to use up store credit then...)
Tomorrow, 11/22/we will receive the re-selection in our homeMy desire is for our refund of to be processed in a timely mannerJerome s does have a refund policy that the $ be returned via CHECK from their corporate office within days of the request on the back of my receiptNo where did it say that this was a NO REFUND/Final Sale transaction especially since the issue was due to defective merchandise on both occasions
I contacted the customer and left a message in regards to the claim, an e-mail was also sent to the e-mail address on file
The reversal of the charge was processed on May 27, 2014, which should have posted onto her account days from the reversal
date
A $gift certificate has been mailed for the inconvenience which occurred The certificate is valid for year from the issuance date and can be redeemed at any one of our showroom locations
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
Jerome's Furniture Warehouse
I contacted the customer directly in regards to this complaint
I left a message at the phone number provided in the claim as well as sent an e-mail to the address listed on the claim
$has been refunded to the Visa card on file for the
delivery inconvenience We are unable to refund back the *** Policy, since this policy is through a separate company
The credit refund can take up to business days to process onto the customer's account
I have provided my direct contact information to the consumer should he have any additional questions or concerns
Thank you,
*** ***
Customer Care Manager
I bought a slipcovered sofa and chair in June of About weeks ago I took the sofa slipcover off to clean it This is only the second time that I have cleaned it because the sofa is only months old When I tried to put the slipcover back on the zipper broke The sofa sits in the middle of the living room so it is very visible for all to see the broken zipper I called customer service and they sent out a tech to look at itHe was literally at my house minutes and said he could not help I then went to the store and spoke with Katie in customer service She told me that there was nothing they could do because it was over a year old Again, it was months old She said she would contact Synergy Home Furnishings because they were the ones that made the sofa to see if they could send me a new slipcover and that someone would call me on that Monday to let me know (it was a Saturday at this time) Today is Wednesday and I have heard from no one I called Jerome's today and no one can tell me if Synergy has been contacted I bought the Guardsmen Protection Plan so called Jerome's back to see if they could give me my contract agreement number so that I could make a claim to see if the zipper might be covered by themJerome's transferred me to customer service where the phone just rings and rings for literally minutes and no one picks up I have tried calling times and get no where I just want the zipper fixed on my slipcover I am not asking for a complete new replacementJust what is fair I can't use the sofa like it it and it is only months old Really Jerome's? You won't help me out here? Again, I have talked to Jerome's customer service department many times and they keep saying that someone else will call me later Passing the buck onto the next person in line seems to be the way to deal with this
Jerome's is awesomeI love going to the storesSo far I have a dinette set, AWESOME mattress ( Estate Gel) and a few other thingsNext on my list is a sectional
All my experiences were positive, friendly sales people, same day delivery etc
I read some of the complaints here, and I figure no one is perfectTake it with a grain of salt, this is where people mostly come to complain rather than coming here to leave feedback on a positive experienceRead the *** reviews, almost all good stuff there
I love Jerome's and I'll be back, it's the only place I would consider for buying furniture personally
For this claim, the entertainment center was pickon December 23,
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The merchandise that was pickfrom the consumers residence was a TV Console and piers/bases
The refund will be process back to the original method of payment
In regards to the consumers concerns expressed on the assistance which was received, we assure you this will be further looked into to prevent a similar situation from occurring in the future
Should the consumer have any additional questions or concerns, she may simply contact us at (*** ***
Sincerely,
Jerome's Furniture
Good afternoon *** ***
Thank you for reaching out to usWe are sorry to hear of this
issue
With all mattress purchases, the warranty is directly through the manufacturer In most cases, Jerome's is the liaison between the consumer and the manufacturer
The manufacturer authorizes *** *** *** to inspect all mattresses to determine if there is a defect which falls within the warranty guidelines The inspection which occurs is an industry standard inspection to verify if a structural defect is present which would be covered under the manufacturer’s warranty
After review of both of the *** *** *** reports the mattress has no sags or defects in the structure of the mattressIf there is stain on the mattrress that will void the warranty, however if you have and outside company remove the stain the warranty will be valid and we can send out *** Inspections to do another inspection within days if the indentation gets worse
We do understand your frustration, however, we are unable to offer any options since there are no defects confirmed by *** *** *** that would indicate a structural defect under the manufacturer’s warranty
In the future, should you believe a structural defect is present, please do not hesitate to contact us at *** ***
You may also simply reply to this e-mail
WHAT A JOKE! We purchased a bedroom set for our son as a bundled package last week (over $1,000)The set was to include the bookcase bed frame, night stand and TV consoleTotal price was to be $less than if we had purchased the pieces separatelyWe've had the following issues with Jerome's:
~ Before purchasing, we discussed with the salesman the need for us to have a bed frame that would support the use of a memory foam mattress (they require either captain's pedestal, slatted base or platform)He assured us this particular bed frame would be fine for that use and would not require anything additionalWhen the bed frame and night stand were delivered the next day, the very first thing we noticed was that the bed frame only included three support boards for the mattress which would NOT support a memory foam mattressWe then had to go out and purchase an additional base which would support the mattress
~ There are signs posted all over the store for same day delivery as long as you purchase your furniture before 6:p.mOur purchase was completed before 6:p.m(5:p.m.) however we were told that we could not get same day delivery because "the truck had already left"The salesman advised that the bed frame and night stand were available and could be delivered the next day, but the TV console was not in stock and would be delivered within a weekShame on you for advertising!!!
~ Yesterday we received a call from Jerome's advising us that the TV console that was supposed to be delivered this week was now not going to be delivered until sometime the end of the monthWhen we called to complain, we were given the run around and transferred to several different people trying to resolve the issueThe first salesman wanted to sell us the floor model TV console for 30% off but that would mean we would have to make another trip to the store to check the condition of the piece and haul it ourselvesSince the dresser (same piece of furniture as the TV console except where the space is for a DVD player there are two drawers) was in stock in the warehouse, we requested that the dresser be substituted for the TV console and delivered as soon as possibleWe were first told by the salesman that he would give us the dresser and an additional $off our original price for the inconvenience but before the conversation concluded he retracted his offer and claimed that the dresser was $more than the TV console and that he couldn't give us the deal he had offered but that he would be happy to sell it to us for $more (really, for two drawers???)Then when we brought it to their attention that the dresser was only $more than the TV console (not $186) they became even less helpful and insisted that was the best they could doAll we were asking them to do was substitute the dresser for the same priceWhen we requested to speak to a manager, they advised that one would return our call...It is now 9:p.m., hours and minutes after the original conversation and we still have not received a call from the managerThey finally delivered the substituted dresser to us this evening, but not before they charged our credit card the additional $for our inconvenience
Horrible service from both sales and customer serviceWe DO NOT recommend Jerome's to anyone and we won't ever make that mistake again!