Dear [redacted] > Thank you for reaching out to us We apologize for any inconvenience or miscommunication which may have occurred With all of our mattress purchases each consumer signs a mattress receipt to confirm the correct mattress/foundation has been written up Once the mattress has been delivered we do not have a refund/reselection policy and all mattress/bedding sales are final After review of the order with your sales person the item which was selected at the time of purchase was written up We apologize if the mattress did not reach the level of comfort which you are seeking We recommend to rotate the mattress every 2-weeks for the first couple of months of use to allow the mattress to contour to your comfort level You also have a warranty directly through the manufacturer for any structural/manufacturing defects which you may notice If you believe your mattress have a manufacturing defect, please do not hesitate to contact us at ( [redacted] and we can gladly assist you further Should you have any questions or concerns, please do not hesitate to contact us at the number listed above Sincerely, [redacted] Customer Care Manager
In regards to this claim, customer contacted our office directly New Roman""> The year warranty is through a 3rd party company called [redacted] [redacted] has advised they will be refunding back the consumer the $199.99, which was paid for the warranty The consumer will receive the refund directly from [redacted] Should the consumer have any additional questions, they may simply 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 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, [redacted] ***
We bought a bedroom set at the store in San Marcos on Friday nightWe decided to buy it because it was in stock and they said it could be delivered Saturday Then on Friday we received a call saying our furniture was going to be delivered at 2:pm on SaturdaySo far good Very early on Saturday they said everything was going to be delivered except for the mattress because it was actually not in stockWe were not happy but thought ok, we can go to the store cancel the mattress and buy it somewhere else but still at that point the bed and dresser was up for delivery on Saturday at 2:pm Then we got another message saying that our entire delivery was canceled because they didn't have a bed railAt that point we were already very upset and went to the store right awayThey said it was a mistake and that they had the bed rail in stock and that they can still deliver on Saturday that I was going to get a call right away, it was around 11:am It was 2:pmand nobody called meI had to follow up with the store and then they told me that my furniture was going to be delivered at 8:pm They came at 8:pm with the furniture and started installingAt 9:pmI'm told that the headboard was defective and they couldn't finish the installationThey said a new headboard was going to be sent on Sunday and that somebody was going to call me early in the morningOn a side note, my order included a mattress cover that the delivery guy left at the previous house and he had to leave to go and get it for us Sunday morning nobody called of course and I started calling trying to see at what time my headboard was comingI would expect given that it's not our fault plus all the problems we already had that my delivery was going to happen first thing in the morningBut of course not, my delivery is scheduled around 4:00/5:pmWe have plans that we are going to miss because of this, basically our entire weekend was destroyed because of this mess I called to try to speed up the delivery and they can't, the only thing they can do for me is reimburse the delivery, my time is way more valuable than that! I can't put in words how upset, frustrated and disappointed we are with the entire experienceNothing worked as expected They should have sent the headboard first thing in the morning, they don't care about customers and their time I'm not buying at this store never ever again and I will be sure to share this experience every time I get a chance I have never experienced something like this, I hope this review helps other buyersAnd I hope other customers that experience bad service like we did will also share their storiesJeromes doesn't deserve to be in business
In regards to the above claim, the full refund was processed back onto the [redacted] card on file on December 10, We apologize for the inconvenience which occurred in regards to the refund The refund should have already been posted to the consumer’s credit card, since most refunds can take up to 5-business days to reflect as an available credit Please let me know if you need any additional information Sincerely, [redacted] Customer Care Manager
In regards to this claim, the actual part was approved to be ordered from the extended warranty carrier, [redacted] Roman","serif The part in question was not ordered under the Jerome's warranty through Jerome's, since the warranty on the merchandise in question expired on September 9, A claim was processed through [redacted] and in return [redacted] notified Jerome's to order the part We are unable to comply with the consumers request for refund Correspondence has been sent to our manufacturer to find out when the part was shipped and is estimated to be received If by chance there are any issues with the part order, we will contact [redacted] directly to let them know the additional information to contact you to offer alternative options in lieu of providing the part A Customer Care Representative will contact you from Jerome's within 24-hours in regards to your parts Please feel free to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
Hello, I spoke with the customer today and gave customer two options either we can exchange the item for the same one or customer can go back to the store and pick out something different and will give customer 10% discount and will still honor the one year warranty, the customer will call back to inform us of what customer would like to do Thanks!
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
In regards to the above complaint, the customer has already been contacted directly by Jerome's via the e-mails sent The customer is unable to place an order online since she wishes to use the $credit which was given to her for inconvenience The purchase will need to be made in one of our store locations for the credit to be used The consumer is aware of this information Please let me know if you need any additional information Sincerely, [redacted] Customer Care Manager
In regards to this claim, the consumer contacted us directly back in November The consumer was denied through [redacted] who is the carrier of the extended warranty which the consumer purchased As a good faith gesture, we provided the consumer $in gift certificates which were issued on November 13, The gift certificates were half of the retail cost of which the consumer originally paid for the merchandise in November The original warranty to report any manufacturing defects expired on November 25, Unfortunately, we will be unable to comply with this consumers request for refund We went above and beyond our warranty and provided the consumer $in gift certificates which can be used toward a future purchase with Jerome's Sincerely, [redacted] Customer Care Manager
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.From: [redacted] [redacted] Date: Wed, Sep 17, at 10:PMSubject: Re: You have a new message from the Revdex.comTo: [redacted] Thank you so much, they said they will return my money, short which is not right and they picked up the furniture right awaybut they would not give me the money, they said they will give it to the credit card, and the credit card company ** would give me what is left after loan is paid, I called they said it will take time, I should have my money by now Maybe you can get then to send itPlease? It makes no sense to me since I have very good credit, why they would not give me my money back, and I can pay the credit card Company, but they would not give me the money I am getting worried, I don't have the money, and I wont get a full refund My number is [redacted] I don't know If you have it
This furniture store should be shutdown. Rude employees, horrible customer service, and a management staff that needs a crash course in customer service, attitude adjustment, and proper business etiquette. Seek furniture buying elsewhere. Buyers BEWARE.
I purchased a sleeper sofa at the Anaheim location on 10/3/I paid $cash for the order and remaining $debit/creditI have yet to receive my item or the status of my orderI called several times, spoke to different people who stated a person contact me with details, I haven't received one callThere was a reason for my purchaseThere is story for every furniture purchaseI am a single mother of a year old daughter, living in a bedroom apartment in Pomona, CAThe room is for may daughter, I took the living room I purchased the sleeper sofa as it is essential for daily livingI am currently sleeping on a $sleeping mattress waiting for my $sleeper sof! What type of business is Jerry N runningI don't know if I should cancel my order or order a different itemI would like a immediate refund!!
Dear [redacted] >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 [redacted] 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 [redacted] within weeks from the delivery date After review of your account, the claim which you made through [redacted] 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
In regards to this claim, the delivery fee of $has been refunded back to the customers finance account The refund can take up to billing cycles to be reflected as credit The concerns which the customer expressed have been addressed with our delivery personnel to try to prevent future issues from occurring Should the consumer have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, Jerome's Furniture
In regards to this complaint, customer was contacted directly The consumer will received the full refund amount, excluding the price of the [redacted] ***, 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, [redacted] Customer Care Manager
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 [redacted] 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, [redacted] Customer Care Manager
In regards to this claim, we apologize for the inconvenience which has occurred Unfortunately the manufacturer is no longer producing this fabric and as such the special order cannot be replaced We have already provided the consumer $for the inconvenience which has been refunded based upon their initial method of payment We did offer to replace the special order; however, since it is no longer available from the manufacturer we are unable to provide replacement Here are the final options which we can provide the consumer: 1) We can offer full refund of the special order loveseat + full price of the [redacted] extended warranty (the extended warranty is actually through a 3rd party carrier not Jerome's) 2) We can offer the customer a 15% discount on a new selection The way the reselection works is the customer would have full credit of the amount they paid for the special order loveseat in question + the applicate [redacted] warranty Whichever new item is selected we will provide a 15% discount off the retail price If the pricing after this discount is over the available amount of credit the consumer would be responsible to pay the difference in pricing Once a new selection has been picked out we would pithe special order loveseat from the consumer’s residence and deliver the new selection (as long as it's not a Jerry's Blooper item) 3) The final option is the consumer can keep the special order loveseat with an additional $off the price of the item This would void their warranty through Jerome’s for any manufacturing defects, since the unit would be kept as is The above options are valid until October 21, After this date we will be unable to offer any of the options above The consumer will simply need to contact us at ( [redacted] to indicate which option they would like to select Sincerely, Jerome's Furniture
In regards to this claim, the extended warranty is through a 3rd party carrier This warranty unfortunately is not under Jerome's directly and as such we are unable to honor any policies which are under this warrantyWe are offering to repair the broken wooden frame, if the consumer believes the frame to be defectiveAs of now, we are unable to warranty the seating springs, since this would have needed to be reported in for the consumer to still be within warrantyShould the consumer wish for us to honor our warranty for repair of the wooden frame, they can simply contact us at [redacted] The warranty for repair of the wooden frame is valid for years from the original delivery dateSincerely, Jerome's Furniture
I contacted the customer directly We are picking up the Sofa, Loveseat and Chair for a refund on Saturday August 30, Please let me know if you need any additional information Sincerely, [redacted] Customer Care Manager
Dear [redacted] > Thank you for reaching out to us We apologize for any inconvenience or miscommunication which may have occurred With all of our mattress purchases each consumer signs a mattress receipt to confirm the correct mattress/foundation has been written up Once the mattress has been delivered we do not have a refund/reselection policy and all mattress/bedding sales are final After review of the order with your sales person the item which was selected at the time of purchase was written up We apologize if the mattress did not reach the level of comfort which you are seeking We recommend to rotate the mattress every 2-weeks for the first couple of months of use to allow the mattress to contour to your comfort level You also have a warranty directly through the manufacturer for any structural/manufacturing defects which you may notice If you believe your mattress have a manufacturing defect, please do not hesitate to contact us at ( [redacted] and we can gladly assist you further Should you have any questions or concerns, please do not hesitate to contact us at the number listed above Sincerely, [redacted] Customer Care Manager
In regards to this claim, customer contacted our office directly New Roman""> The year warranty is through a 3rd party company called [redacted] [redacted] has advised they will be refunding back the consumer the $199.99, which was paid for the warranty The consumer will receive the refund directly from [redacted] Should the consumer have any additional questions, they may simply 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 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, [redacted] ***
We bought a bedroom set at the store in San Marcos on Friday nightWe decided to buy it because it was in stock and they said it could be delivered Saturday Then on Friday we received a call saying our furniture was going to be delivered at 2:pm on SaturdaySo far good Very early on Saturday they said everything was going to be delivered except for the mattress because it was actually not in stockWe were not happy but thought ok, we can go to the store cancel the mattress and buy it somewhere else but still at that point the bed and dresser was up for delivery on Saturday at 2:pm Then we got another message saying that our entire delivery was canceled because they didn't have a bed railAt that point we were already very upset and went to the store right awayThey said it was a mistake and that they had the bed rail in stock and that they can still deliver on Saturday that I was going to get a call right away, it was around 11:am It was 2:pmand nobody called meI had to follow up with the store and then they told me that my furniture was going to be delivered at 8:pm They came at 8:pm with the furniture and started installingAt 9:pmI'm told that the headboard was defective and they couldn't finish the installationThey said a new headboard was going to be sent on Sunday and that somebody was going to call me early in the morningOn a side note, my order included a mattress cover that the delivery guy left at the previous house and he had to leave to go and get it for us Sunday morning nobody called of course and I started calling trying to see at what time my headboard was comingI would expect given that it's not our fault plus all the problems we already had that my delivery was going to happen first thing in the morningBut of course not, my delivery is scheduled around 4:00/5:pmWe have plans that we are going to miss because of this, basically our entire weekend was destroyed because of this mess I called to try to speed up the delivery and they can't, the only thing they can do for me is reimburse the delivery, my time is way more valuable than that! I can't put in words how upset, frustrated and disappointed we are with the entire experienceNothing worked as expected They should have sent the headboard first thing in the morning, they don't care about customers and their time I'm not buying at this store never ever again and I will be sure to share this experience every time I get a chance I have never experienced something like this, I hope this review helps other buyersAnd I hope other customers that experience bad service like we did will also share their storiesJeromes doesn't deserve to be in business
In regards to the above claim, the full refund was processed back onto the [redacted] card on file on December 10, We apologize for the inconvenience which occurred in regards to the refund The refund should have already been posted to the consumer’s credit card, since most refunds can take up to 5-business days to reflect as an available credit Please let me know if you need any additional information Sincerely, [redacted] Customer Care Manager
In regards to this claim, the actual part was approved to be ordered from the extended warranty carrier, [redacted] Roman","serif The part in question was not ordered under the Jerome's warranty through Jerome's, since the warranty on the merchandise in question expired on September 9, A claim was processed through [redacted] and in return [redacted] notified Jerome's to order the part We are unable to comply with the consumers request for refund Correspondence has been sent to our manufacturer to find out when the part was shipped and is estimated to be received If by chance there are any issues with the part order, we will contact [redacted] directly to let them know the additional information to contact you to offer alternative options in lieu of providing the part A Customer Care Representative will contact you from Jerome's within 24-hours in regards to your parts Please feel free to contact us at [redacted] should you have any additional questions or concerns Sincerely, Jerome's Furniture
Hello, I spoke with the customer today and gave customer two options either we can exchange the item for the same one or customer can go back to the store and pick out something different and will give customer 10% discount and will still honor the one year warranty, the customer will call back to inform us of what customer would like to do Thanks!
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
In regards to the above complaint, the customer has already been contacted directly by Jerome's via the e-mails sent The customer is unable to place an order online since she wishes to use the $credit which was given to her for inconvenience The purchase will need to be made in one of our store locations for the credit to be used The consumer is aware of this information Please let me know if you need any additional information Sincerely, [redacted] Customer Care Manager
In regards to this claim, the consumer contacted us directly back in November The consumer was denied through [redacted] who is the carrier of the extended warranty which the consumer purchased As a good faith gesture, we provided the consumer $in gift certificates which were issued on November 13, The gift certificates were half of the retail cost of which the consumer originally paid for the merchandise in November The original warranty to report any manufacturing defects expired on November 25, Unfortunately, we will be unable to comply with this consumers request for refund We went above and beyond our warranty and provided the consumer $in gift certificates which can be used toward a future purchase with Jerome's Sincerely, [redacted] Customer Care Manager
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.From: [redacted] [redacted] Date: Wed, Sep 17, at 10:PMSubject: Re: You have a new message from the Revdex.comTo: [redacted] Thank you so much, they said they will return my money, short which is not right and they picked up the furniture right awaybut they would not give me the money, they said they will give it to the credit card, and the credit card company ** would give me what is left after loan is paid, I called they said it will take time, I should have my money by now Maybe you can get then to send itPlease? It makes no sense to me since I have very good credit, why they would not give me my money back, and I can pay the credit card Company, but they would not give me the money I am getting worried, I don't have the money, and I wont get a full refund My number is [redacted] I don't know If you have it
This furniture store should be shutdown. Rude employees, horrible customer service, and a management staff that needs a crash course in customer service, attitude adjustment, and proper business etiquette. Seek furniture buying elsewhere. Buyers BEWARE.
I purchased a sleeper sofa at the Anaheim location on 10/3/I paid $cash for the order and remaining $debit/creditI have yet to receive my item or the status of my orderI called several times, spoke to different people who stated a person contact me with details, I haven't received one callThere was a reason for my purchaseThere is story for every furniture purchaseI am a single mother of a year old daughter, living in a bedroom apartment in Pomona, CAThe room is for may daughter, I took the living room I purchased the sleeper sofa as it is essential for daily livingI am currently sleeping on a $sleeping mattress waiting for my $sleeper sof
! What type of business is Jerry N runningI don't know if I should cancel my order or order a different itemI would like a immediate refund!!
Dear [redacted] >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 [redacted] 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 [redacted] within weeks from the delivery date After review of your account, the claim which you made through [redacted] 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
In regards to this claim, the delivery fee of $has been refunded back to the customers finance account The refund can take up to billing cycles to be reflected as credit The concerns which the customer expressed have been addressed with our delivery personnel to try to prevent future issues from occurring Should the consumer have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, Jerome's Furniture
In regards to this complaint, customer was contacted directly The consumer will received the full refund amount, excluding the price of the [redacted] ***, 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, [redacted] Customer Care Manager
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 [redacted] 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, [redacted] Customer Care Manager
In regards to this claim, we apologize for the inconvenience which has occurred Unfortunately the manufacturer is no longer producing this fabric and as such the special order cannot be replaced We have already provided the consumer $for the inconvenience which has been refunded based upon their initial method of payment We did offer to replace the special order; however, since it is no longer available from the manufacturer we are unable to provide replacement Here are the final options which we can provide the consumer: 1) We can offer full refund of the special order loveseat + full price of the [redacted] extended warranty (the extended warranty is actually through a 3rd party carrier not Jerome's) 2) We can offer the customer a 15% discount on a new selection The way the reselection works is the customer would have full credit of the amount they paid for the special order loveseat in question + the applicate [redacted] warranty Whichever new item is selected we will provide a 15% discount off the retail price If the pricing after this discount is over the available amount of credit the consumer would be responsible to pay the difference in pricing Once a new selection has been picked out we would pithe special order loveseat from the consumer’s residence and deliver the new selection (as long as it's not a Jerry's Blooper item) 3) The final option is the consumer can keep the special order loveseat with an additional $off the price of the item This would void their warranty through Jerome’s for any manufacturing defects, since the unit would be kept as is The above options are valid until October 21, After this date we will be unable to offer any of the options above The consumer will simply need to contact us at ( [redacted] to indicate which option they would like to select Sincerely, Jerome's Furniture
In regards to this claim, the extended warranty is through a 3rd party carrier This warranty unfortunately is not under Jerome's directly and as such we are unable to honor any policies which are under this warrantyWe are offering to repair the broken wooden frame, if the consumer believes the frame to be defectiveAs of now, we are unable to warranty the seating springs, since this would have needed to be reported in for the consumer to still be within warrantyShould the consumer wish for us to honor our warranty for repair of the wooden frame, they can simply contact us at [redacted] The warranty for repair of the wooden frame is valid for years from the original delivery dateSincerely, Jerome's Furniture
I contacted the customer directly We are picking up the Sofa, Loveseat and Chair for a refund on Saturday August 30, Please let me know if you need any additional information Sincerely, [redacted] Customer Care Manager