Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I would like to accept the $in certificate but we paid for a year warranty in which the sales person stated everything, including even accidents were covered, let it be known that is not even an accident just faulty low grade grade furnitureI do not believe this is good faith If you push on a customer a year warranty for an additional amount, you should stand behind it, after purchase was complete I was given a pamphlet with a number to call if repairs needed to be made, at no time was it ever mentioned this would be through a 3rd partyThis to me feels like misrepresentation I had tried for the last year to get help from Jeromes directly with no help just rudeness All we really want is furniture that lasts for the time of warranty and for you to honor said warrantyWe started asking for repairs when the couch was years old,it just doesn't seem too much to ask for repairs, that to me is good faith, repairs in your warehouse seems to me to be the same as $in store credit I would like to extend a personal invite for the company to personally look at the couch and tell me this is the furniture they stand behind like their advertising and selling in showroom
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 $ [redacted] ***, 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
Dear Mr [redacted] , I have received information from the Revdex.com in regards to concerns you have expressed on the King Sized mattress, which was delivered on January 26, I apologize for any inconvenience which you may have incurred At the time of purchase, your mattress was sold with a warranty directly through the manufacturer, Aireloom This warranty guarantees your mattress to be free of any workmanship defects, including body impressions; the warranty does not guarantee the level of comfort With all new mattresses which are purchased, there is an adjustment period for the mattress to conform to your body to provide the optimal level of comfort To help assist with this adjustment period we suggest rotating the mattress every 2-weeks for the first three months After the initial three months, we suggest to rotate every 5-months I do understand your frustration; however we will be unable to comply with your request for refund or exchangeAll of our mattress and bedding home furnishings are non-returnable, which is stated on the back of our sales receipt We would be more than happy to send out the manufacture approved inspection company, Premier Inspections West, to look over your mattress if you believe there is a defect in workmanship Please feel free to contact us at (866) 633-if you wish to schedule an appointment Should you have any additional questions or concerns, please do not hesitate to contact us at the number listed above Sincerely, [redacted] Customer Care Manager Jerome’s Furniture Warehouse
In regards to the above complaint the customer was in contact with us directly The delivery charge of $was refunded, which was indicated in the customer's claim We also mailed out a $gift certificate the end of June for the inconvenience We will be unable to comply with the consumer request for the full amount of the purchase to be credited back I can however, offer free delivery on the next purchase (value up to $89.99) The customer's account has been notated with this information The offer does not have an expiration date Please let me know if you need any additional information Sincerely, [redacted] Customer Care Manager Jerome's Furniture Warehouse
I called and left a message for the consumer directly and also sent the below e-mail to the e-mail address which was provided on the claim: Dear *** [redacted] I left a message on your cell phone in regards to a Revdex.com claim we receivedI do understand your frustration and apologize for any miscommunication which has occurred Jerome’s as well as the manufacturer will warranty any manufacturing defects which are reported within the 1st year from the original delivery dateThe one year warranty on your piece sectional expired on February 15, The [redacted] ***, which you opted to purchase, does cover an array of one-time accidental stains and damages Unfortunately peeling of leather is not covered since this type of damage does not occur from a one-time occurrence but accumulates over a period of time After review of your account, I have confirmed a $gift certificate was mailed to your residence for the peeling of leather and the [redacted] claim being denied As a good faith gesture we can offer you 50% off the retail price (in gift certificates) of the sofa and loveseat for the peeling which has occurred The total amount of gift certificates would be $ I can mail you out the remaining $in gift certificates, since $was already issued If you can please confirm your current address, I can gladly have these mailed out this week Sincerely, [redacted] Customer Care Manager
Dear [redacted] > 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 $was refunded on February 23, onto the [redacted] Card on file We do understand your frustration; however, we are unable to provide a discount off your purchase price The delivery fee has been refunded due to the inconvenience which occurred Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
In regards to this complaint, our deliveries are through a 3rd party company called [redacted] Their manager, [redacted] , has made contact with the consumer and his wife and is currently awaiting additional information from the consumer Once he has that information they can proceed with the property damage claim We apologize to the consumer for this inconvenience and [redacted] has notified us that he left the consumer his cell phone # to reach him directly Should you have any additional questions or concerns, please feel free to contact us at [redacted] Sincerely, Jerome's Furniture
In regards to this claim, the delivery fee will be refunded in the amount of $for the inconvenience Roman","serif Unfortunately, we cannot provide a cash refund The delivery fee will be refunded via a corporate check which can take 7-business days to be received The check will be mailed to the address provided in the claim Should the consumer need additional information, they can contact us directly at [redacted] Sincerely, [redacted]
Dear [redacted] > Thank you for reaching out to us We apologize for any miscommunication which has occurred Our lead technician, ***, inspected the dresser in your daughter's residence on December 3, The damage to the dresser included a large area on the bottom right side trim which was missing, possibly trauma which occurred to the right side panel as well as a large crack on the right side top trim, which appears to be roughly 2-3" in length The dresser in question was delivered on July 14, We understand your frustration, however, the damages which are currently on the dresser would not be considered manufacturing defects The pictures which the technician took during his visit are attached to the response as well Our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date It is at Jerome's sole discretion to determine what will be covered as a manufacturing defect; all cracks have to reported within days from the original delivery date, since cracking is not considered a manufacturing defect The extended year warranty, which you opted to purchase, does cover an array of one-time accidental stains and damages [redacted] does allow a day grace period for damages to be reported Unfortunately we are unable to comply with your request for replacement on the dresser in question Should you have any additional questions or concerns, please do not hesitate to contact us at ( [redacted] Sincerely, Jerome's Furniture
In regards to this complaint, the customer was already contacted and given a $credit for the inconvenience The part she was requesting is not available from the manufacturer Please let me know if you have any additional questions Thank you, [redacted] [redacted] Customer Care Manager
In regards to this claim, the consumer contacted our Customer Care Department via e-mailThe sofa sleeper in question has been discontinued by the manufacturer and unfortunately we cannot provide this product to the consumer The refund for this item was already refunded to the consumerAt this time, this sleeper is no longer available and will no longer be sold through Jerome'sWe have offered the consumer 10% off a future purchase for the inconvenience This offer is still valid and currently has no expiration dateThe order has been notated with this informationShould the consumer need further assistance, they can simply contact us at [redacted] Sincerely, Jerome's Furniture
Dear [redacted] > Thank you for reaching out to us; we apologize for any inconvenience which has occurred After review of your account, the technician visited your home on October 10, At the time of the inspection, the technician confirmed that the frame did need to be replaced and a part order was arranged through the vendor All of our parts are estimated to be received within 10-weeks, however, this time can change since most of our parts are shipped from overseas We apologize once again for any inconvenience We are currently in contact with the vendor for a better estimated time of arrival for your part to be received A Customer Care Representative will contact you within the next hours Should you have any additional questions or concerns, please do not hesitate to contact us at ( [redacted] Sincerely, Jerome's Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.They did offer me a new couch but I am very unhappy with what they WANTED me to pick I originally had a blue reclining sofa I decorated my whole house around the couch Jeromes didnt have any blue couches and I was forced to get a tan couch against my wishes The couch looks like a sore thumb I wanted my money back so I could purchase a blue couch somewhere elseThey said that wasnt there policy I now have to look at a couch that I do not like everyday My other option was to keep the broken couch I had Their customer service is awful Regards, [redacted]
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 [redacted] for further assistanceSincerely, Jerome's Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
Dear [redacted] ***, I have received information from the Better Business Bureau in regards to a concerns you have expressed on the recent claim with [redacted] I apologize for any inconvenience you have incurred After review of your account, I have confirmed you are currently working with one of our representatives [redacted] to try to get a resolution through your extended warranty carrier [redacted] We have been in contact with [redacted] and in order for [redacted] to further assist you with the additional claim on the sofa they will need pictures of the areas that were recently cleaned Please feel free to send the pictures to [redacted] or you may send them directly to my e-mail address at [redacted] @jeromes.com Once we have the pictures we will gladly submit them to [redacted] for further review Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, [redacted] Customer Care Manager Jerome’s Furniture Warehouse
September 27, Dear [redacted] This letter is in response to correspondence received from the Revdex.com in regards to your recent experience I apologize for the inconvenience which you have incurred Jerome’s ultimate goal is to provide a pleasant shopping experience accompanied by outstanding customer service I am displeased to hear you have not received the five star service we strive to achieve I do understand your frustration On September 17, we refunded back the original delivery fee in the amount of $ The refund was issued via a corporate check which was mailed on September 19, We have confirmed with the manufacturer the special order is scheduled to be received in our Distribution Center the beginning of next week As soon as your merchandise has been received, we will contact you to schedule a convenient delivery date Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, [redacted] Customer Care Manager
Dear [redacted] > Thank you for reaching out to us I apologize for any miscommunication which has occurred We do understand your frustration To clarify the merchandise we did have in stock unfortunately was sent damaged from the manufacturer This was the cause in delay of your order being received After review of your account it looks like you already spoke with someone from our management team and the initial merchandise was delivered on August 4, An exchange was also set up, due the merchandise being damaged and the exchange is scheduled on August 11, Should you need further assistance or have any questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Customer Care Manager
Dear [redacted] > Thank you for reaching out to us We apologize for any miscommunication which has occurred At the time of purchase your sofa came with a year warranty to replace defective seat cushion cores that are removable from the frame With all down feather items, feathers coming from the casing are and not considered a defect Due to the nature of feathers they can come loose from the casing The manufacturer recommends vacuuming the seat cushions on a regular basis to help alleviate and remove any "loose" feathers The down is not covered under the warranty, since this is not a replaceable part We also recommend fluffing the down on a regular basis to keep the shape of the down cushioning Unfortunately we are unable to comply with your request for refund We however, will honor our warranty for the replacement of the removable seat cushion cores A customer care representative will be in contact with you this week to provide an update on your parts Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, Jerome's Furniture
Dear [redacted] 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 [redacted] Sincerely, Jerome's Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I would like to accept the $in certificate but we paid for a year warranty in which the sales person stated everything, including even accidents were covered, let it be known that is not even an accident just faulty low grade grade furnitureI do not believe this is good faith If you push on a customer a year warranty for an additional amount, you should stand behind it, after purchase was complete I was given a pamphlet with a number to call if repairs needed to be made, at no time was it ever mentioned this would be through a 3rd partyThis to me feels like misrepresentation I had tried for the last year to get help from Jeromes directly with no help just rudeness All we really want is furniture that lasts for the time of warranty and for you to honor said warrantyWe started asking for repairs when the couch was years old,it just doesn't seem too much to ask for repairs, that to me is good faith, repairs in your warehouse seems to me to be the same as $in store credit I would like to extend a personal invite for the company to personally look at the couch and tell me this is the furniture they stand behind like their advertising and selling in showroom
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 $ [redacted] ***, 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
Dear Mr [redacted] , I have received information from the Revdex.com in regards to concerns you have expressed on the King Sized mattress, which was delivered on January 26, I apologize for any inconvenience which you may have incurred At the time of purchase, your mattress was sold with a warranty directly through the manufacturer, Aireloom This warranty guarantees your mattress to be free of any workmanship defects, including body impressions; the warranty does not guarantee the level of comfort With all new mattresses which are purchased, there is an adjustment period for the mattress to conform to your body to provide the optimal level of comfort To help assist with this adjustment period we suggest rotating the mattress every 2-weeks for the first three months After the initial three months, we suggest to rotate every 5-months I do understand your frustration; however we will be unable to comply with your request for refund or exchangeAll of our mattress and bedding home furnishings are non-returnable, which is stated on the back of our sales receipt We would be more than happy to send out the manufacture approved inspection company, Premier Inspections West, to look over your mattress if you believe there is a defect in workmanship Please feel free to contact us at (866) 633-if you wish to schedule an appointment Should you have any additional questions or concerns, please do not hesitate to contact us at the number listed above Sincerely, [redacted] Customer Care Manager Jerome’s Furniture Warehouse
In regards to the above complaint the customer was in contact with us directly The delivery charge of $was refunded, which was indicated in the customer's claim We also mailed out a $gift certificate the end of June for the inconvenience We will be unable to comply with the consumer request for the full amount of the purchase to be credited back I can however, offer free delivery on the next purchase (value up to $89.99) The customer's account has been notated with this information The offer does not have an expiration date Please let me know if you need any additional information Sincerely, [redacted] Customer Care Manager Jerome's Furniture Warehouse
I called and left a message for the consumer directly and also sent the below e-mail to the e-mail address which was provided on the claim: Dear *** [redacted] I left a message on your cell phone in regards to a Revdex.com claim we receivedI do understand your frustration and apologize for any miscommunication which has occurred Jerome’s as well as the manufacturer will warranty any manufacturing defects which are reported within the 1st year from the original delivery dateThe one year warranty on your piece sectional expired on February 15, The [redacted] ***, which you opted to purchase, does cover an array of one-time accidental stains and damages Unfortunately peeling of leather is not covered since this type of damage does not occur from a one-time occurrence but accumulates over a period of time After review of your account, I have confirmed a $gift certificate was mailed to your residence for the peeling of leather and the [redacted] claim being denied As a good faith gesture we can offer you 50% off the retail price (in gift certificates) of the sofa and loveseat for the peeling which has occurred The total amount of gift certificates would be $ I can mail you out the remaining $in gift certificates, since $was already issued If you can please confirm your current address, I can gladly have these mailed out this week Sincerely, [redacted] Customer Care Manager
Dear [redacted] > 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 $was refunded on February 23, onto the [redacted] Card on file We do understand your frustration; however, we are unable to provide a discount off your purchase price The delivery fee has been refunded due to the inconvenience which occurred Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
In regards to this complaint, our deliveries are through a 3rd party company called [redacted] Their manager, [redacted] , has made contact with the consumer and his wife and is currently awaiting additional information from the consumer Once he has that information they can proceed with the property damage claim We apologize to the consumer for this inconvenience and [redacted] has notified us that he left the consumer his cell phone # to reach him directly Should you have any additional questions or concerns, please feel free to contact us at [redacted] Sincerely, Jerome's Furniture
In regards to this claim, the delivery fee will be refunded in the amount of $for the inconvenience Roman","serif Unfortunately, we cannot provide a cash refund The delivery fee will be refunded via a corporate check which can take 7-business days to be received The check will be mailed to the address provided in the claim Should the consumer need additional information, they can contact us directly at [redacted] Sincerely, [redacted]
Dear [redacted] > Thank you for reaching out to us We apologize for any miscommunication which has occurred Our lead technician, ***, inspected the dresser in your daughter's residence on December 3, The damage to the dresser included a large area on the bottom right side trim which was missing, possibly trauma which occurred to the right side panel as well as a large crack on the right side top trim, which appears to be roughly 2-3" in length The dresser in question was delivered on July 14, We understand your frustration, however, the damages which are currently on the dresser would not be considered manufacturing defects The pictures which the technician took during his visit are attached to the response as well Our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date It is at Jerome's sole discretion to determine what will be covered as a manufacturing defect; all cracks have to reported within days from the original delivery date, since cracking is not considered a manufacturing defect The extended year warranty, which you opted to purchase, does cover an array of one-time accidental stains and damages [redacted] does allow a day grace period for damages to be reported Unfortunately we are unable to comply with your request for replacement on the dresser in question Should you have any additional questions or concerns, please do not hesitate to contact us at ( [redacted] Sincerely, Jerome's Furniture
In regards to this complaint, the customer was already contacted and given a $credit for the inconvenience The part she was requesting is not available from the manufacturer Please let me know if you have any additional questions Thank you, [redacted] [redacted] Customer Care Manager
In regards to this claim, the consumer contacted our Customer Care Department via e-mailThe sofa sleeper in question has been discontinued by the manufacturer and unfortunately we cannot provide this product to the consumer The refund for this item was already refunded to the consumerAt this time, this sleeper is no longer available and will no longer be sold through Jerome'sWe have offered the consumer 10% off a future purchase for the inconvenience This offer is still valid and currently has no expiration dateThe order has been notated with this informationShould the consumer need further assistance, they can simply contact us at [redacted] Sincerely, Jerome's Furniture
Dear [redacted] > Thank you for reaching out to us; we apologize for any inconvenience which has occurred After review of your account, the technician visited your home on October 10, At the time of the inspection, the technician confirmed that the frame did need to be replaced and a part order was arranged through the vendor All of our parts are estimated to be received within 10-weeks, however, this time can change since most of our parts are shipped from overseas We apologize once again for any inconvenience We are currently in contact with the vendor for a better estimated time of arrival for your part to be received A Customer Care Representative will contact you within the next hours Should you have any additional questions or concerns, please do not hesitate to contact us at ( [redacted] Sincerely, Jerome's Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.They did offer me a new couch but I am very unhappy with what they WANTED me to pick I originally had a blue reclining sofa I decorated my whole house around the couch Jeromes didnt have any blue couches and I was forced to get a tan couch against my wishes The couch looks like a sore thumb I wanted my money back so I could purchase a blue couch somewhere elseThey said that wasnt there policy I now have to look at a couch that I do not like everyday My other option was to keep the broken couch I had Their customer service is awful Regards, [redacted]
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 [redacted] for further assistanceSincerely, Jerome's Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
Dear [redacted] ***, I have received information from the Better Business Bureau in regards to a concerns you have expressed on the recent claim with [redacted] I apologize for any inconvenience you have incurred After review of your account, I have confirmed you are currently working with one of our representatives [redacted] to try to get a resolution through your extended warranty carrier [redacted] We have been in contact with [redacted] and in order for [redacted] to further assist you with the additional claim on the sofa they will need pictures of the areas that were recently cleaned Please feel free to send the pictures to [redacted] or you may send them directly to my e-mail address at [redacted] @jeromes.com Once we have the pictures we will gladly submit them to [redacted] for further review Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, [redacted] Customer Care Manager Jerome’s Furniture Warehouse
September 27, Dear [redacted] This letter is in response to correspondence received from the Revdex.com in regards to your recent experience I apologize for the inconvenience which you have incurred Jerome’s ultimate goal is to provide a pleasant shopping experience accompanied by outstanding customer service I am displeased to hear you have not received the five star service we strive to achieve I do understand your frustration On September 17, we refunded back the original delivery fee in the amount of $ The refund was issued via a corporate check which was mailed on September 19, We have confirmed with the manufacturer the special order is scheduled to be received in our Distribution Center the beginning of next week As soon as your merchandise has been received, we will contact you to schedule a convenient delivery date Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns Sincerely, [redacted] Customer Care Manager
Dear [redacted] > Thank you for reaching out to us I apologize for any miscommunication which has occurred We do understand your frustration To clarify the merchandise we did have in stock unfortunately was sent damaged from the manufacturer This was the cause in delay of your order being received After review of your account it looks like you already spoke with someone from our management team and the initial merchandise was delivered on August 4, An exchange was also set up, due the merchandise being damaged and the exchange is scheduled on August 11, Should you need further assistance or have any questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Customer Care Manager
Dear [redacted] > Thank you for reaching out to us We apologize for any miscommunication which has occurred At the time of purchase your sofa came with a year warranty to replace defective seat cushion cores that are removable from the frame With all down feather items, feathers coming from the casing are and not considered a defect Due to the nature of feathers they can come loose from the casing The manufacturer recommends vacuuming the seat cushions on a regular basis to help alleviate and remove any "loose" feathers The down is not covered under the warranty, since this is not a replaceable part We also recommend fluffing the down on a regular basis to keep the shape of the down cushioning Unfortunately we are unable to comply with your request for refund We however, will honor our warranty for the replacement of the removable seat cushion cores A customer care representative will be in contact with you this week to provide an update on your parts Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, Jerome's Furniture
Dear [redacted] 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 [redacted] Sincerely, Jerome's Furniture