One of our Customer Care Managers, [redacted] , was in contact with this consumer last week As of now the information was sent to [redacted] and [redacted] is conducting an investigation [redacted] has notified us that they will be in direct contact with the consumer At this time we are unable to process anything further until [redacted] has conducted their own investigation The consumer also advised he filed the dispute with [redacted] the week of Thanksgiving As of now the filing will have to proceed with [redacted] directly If the consumer has any additional questions, until [redacted] contacts us, he may 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.I will never ever buy anything from Jeromes again The customer service is the worst ever! I am stuck with a couch that I hate I am years old and this is the first couch I bought It took alot of research and thought a to what kind and color of couch I wantedI went with Jeromes because the couch was BLUE and had recliners I decorated my living room around a BLUE couch I am now stuck with a TAN couch with recliners It looks like a sore thumb! Thanks Jeromes for nothingYou act like you did me a favor by replacing a defective couch with a ugly tan couch I had to save money for along time to purchase this item I will now have to deal with your low quality customer service in reguards to my new couch All I wanted was my money back so I could go buy a BLUE couch that I passionately wantedThanks for ruining my peaceful living room I don't see how I come out the winner in this situationI WILL tell everyone what a horriable experience I have had Regards, [redacted]
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!!!!!
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.I am tired of dealing with CUSTOMER SERVICE I have been given incorrect parts to repair the furniture, and consistently they would refuse to have me speak to a manager since FEBRUARY 19th And only now that I've submitted a complaint a Manager is willing to speak with me, how generousI need to see a solution in WRITING from JEROMES, I will no longer deal with them over the phone, enough is enoughI have a broken couch, FIX IT!!!! or give me my money back Regards, [redacted]
In regards to this complaint, I called and left a message for the consumer directly "sans-serif"">Unfortunately, we cannot provide any alternative options for the recliner in the residence We can, however, offer $in gift certificates, which is almost the retail cost of the recliner in the consumer residence The gift certificates can be redeemed at any one of our showroom locations and are valid for one year from the issuance date The certificates will be mailed directly to the consumer within the next business day Sincerely, [redacted] Customer Care Manager %
In regards to this claim, the pricing for the adjustable bases with the mattresses vary based upon the features of the adjustable base The consumer did not provide any specific information in the claim as to what specific item they were looking at on the website Information has been sent to the San Diego location to have a sales manager contact her for additional information to see if we are able to assist further Sincerely, Jerome's Furniture
I e-mailed the customer directly to request pictures of the peeling The loveseat in regards to this claim was delivered on August 27, The one year warranty to report any manufacturing defects expired on August 28, I did ask the consumer to provide pictures of the peeling to see if there is anything we can offer as a good faith gesture Please let me know if you need any additional information in regards to this claim Sincerely, [redacted] Customer Care Manager
We called and spoke with the customer directly Roman""> The customer purchased this item on May 24, and reported the squeaking frame on November 20, The technician went out in December but the customer declined the service since they did not like the quality and wanted to reselect to something else The technician has confirmed that the squeaking can be easily repaired The customer is aware our warranty is for services and repair only, which is also stated on the back of our sales receipt We are fully willing to honor our warranty by repairing the loveseat in the customer’s residence Should the consumer change her mind and wish to schedule the service, she may simply contact us at (866) 633- Sincerely, Jerome's Furniture
I called and spoke with [redacted] Information has been provided to our IT department in regards to the feedback on the website Apologized to [redacted] for any inconvenience Please let me know if you need any additional information Sincerely, [redacted] Customer Service Representative
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 The company has never given me a credit I can fax you the paperwork On 7/1/I had not had any problems with deliveryMy original receipt will show that on 7/1/what I paid for the sofaI am not trying to ask them to price match on any merchandise only to honor the price that I was charged on 7/1// I would be getting the same sofa that was cancelled due to non deliveryI can also e-mail you the e-mail when I was offered the gift certificate which was offered to me on or around 7/19/so I am not sure what makes the company think that they ever gave me a credit on my order on 7/1/I relied on having furniture delivered to my home and got rid of the furniture that I had at my home to make room for the new furniture that was to be delivered to me before ten pm I will not allow anyone to delivery furniture to my home at midnight it is not safeI am not sure why I can not order on line and then have my credit card credited back with the delivery charge and the difference in price of what I paid on and the credit/gift certificate which was never sent or given as a credit on my original order on 7/1/ Regards, [redacted]
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 [redacted] Sincerely, Jerome's Furniture
In regards to this claim, ***, the manager of our [redacted] Showroom has been in direct contact with the consumer "serif The last correspondence was on December 18, and a message was left for the customer to contact us back As of now, we are currently awaiting the consumer to contact us The consumer can reach us at [redacted] and we can gladly offer further assistance in regards to the part Sincerely, Jerome's Furniture
Our corporate office said it was OK to take back the table for a full refund including the original delivery fee as a courtesy to the customer Yes, we called and were only able to leave a message for the customer Customer has not called us back The notes are listed in the order if the customer does contact us back we can still pick it up, but I am only able to extend the offer for the pifor an additional week and a half This will expire on 6/13/
In regards to this claim, [redacted] has been contacted to notify that the parts were not available from the manufacturer [redacted] will be in contact with the consumer to advise of what alternative options are availableSince this claim was through [redacted] , they will determine the options being provided in lieu of the partsSincerely, [redacted] Customer Care Manager
Since placing my order in February customer service has been awfulDelivery was 2-weeks since my order was not in stock, however no one called to tell me my order would be later than thatI didn't receive a phone call until a month after I had placed my order, no delivery date was given even then, I had to keep calling to find out when I would receive my furniture kept getting excuses and no answersFinally now we are in April and I had called again, and was told my furniture could be delivered the next day , I set up an evening delivery time as I work during the day, delivery was scheduled for 8-pm however I received a call the next day stating my furniture would be arrive between 2-PM! I then had to call and tell them I was not home, I had arrangements for that eveningCustomer service then had to call and get the driver to bring it later that day, which ended up being 12:AM the next dayThen upon inspection I noticed one of the lamps had a dent, and love seat had a tear at the bottom, which now awaiting a technician to come in and inspectNot happy with service at all! Customer service was friendly but not helpful at all
In regards to this claim the new table was already picked up by the customer and the consumer is being provided a $gift certificate for the inconvenience Should the consumer have any additional questions or concerns, 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have been out of town and am very dismayed to see my complaint has been closed in my absenceJerome's offered to reimburse me to resolve my complaintI accepted their offer, but never received the promised reimbursementIn other words, they made me an offer which I accepted but they never came through with compensation and you closed my caseAre you going to do anything about this?- ***
I purchased a power base with my new mattress After delivery it stopped working I did not receive any type of manual for it so was not able to troubleshoot it myself I called Jerome's and the warranty phone number that was provided The warranty company was closed for the holiday When I called Jerome's I spoke to Raven and expressed my frustration, she took my phone number down and said she would call me back I never got a call back I spoke with the salesperson that helped me in San Marcos, Elizabeth She said she didn't know how to help me, she also took my phone number, but never followed up and called me back Now I am trying to schedule service on a bed that I just received, which will be another week I am unable to have the fully functioning bed that I am paying for
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.Dear *** ***
As a follow up to today's conversation, this is to bring up to your notice that our issue with Jerome's Furniture is still not resolvedOn April 15,the cushion and pillow materials delivered to my house to fix and refill the furniture was the sameAt that time the delivery man contacted *** *** at *** *** *** from Jerome's Furniture who spoke to me on the phone
She told me that they are going to resolve the issue through the manufacturer or give us creditSo far no action was taken despite the multiple attempts I took to reach *** *** which was unsuccessfulI appreciate your effort in helping us resolving this issue with Jerome's Furniture once againIf you have any questions you can reach me anytime at ***
Thank you,
*** ***
In regards to the above claim, the consumer's year warranty to report any manufacturing defects on the piece sectional expired on June 13,
The piece sectional, which was a floor model, was pickby the consumer on June 13, The original price of
the piece sectional was $649.99.
As a good faith gesture to *** ***, we can gladly offer a $300 gift certificate (almost 1/of the original cost of the floor model) which can be used toward a future purchase with us
We are unable to comply with his request for a partial refund
The gift certificate is valid for year and can be redeemed at any one of our showroom locations
*** *** has been contacted directly and was provided the above information and offer
Please let me know if you should need any additional information
Sincerely,
*** ***
Customer Care Manager
Jerome's Furniture Warehouse
One of our Customer Care Managers, [redacted] , was in contact with this consumer last week As of now the information was sent to [redacted] and [redacted] is conducting an investigation [redacted] has notified us that they will be in direct contact with the consumer At this time we are unable to process anything further until [redacted] has conducted their own investigation The consumer also advised he filed the dispute with [redacted] the week of Thanksgiving As of now the filing will have to proceed with [redacted] directly If the consumer has any additional questions, until [redacted] contacts us, he may 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.I will never ever buy anything from Jeromes again The customer service is the worst ever! I am stuck with a couch that I hate I am years old and this is the first couch I bought It took alot of research and thought a to what kind and color of couch I wantedI went with Jeromes because the couch was BLUE and had recliners I decorated my living room around a BLUE couch I am now stuck with a TAN couch with recliners It looks like a sore thumb! Thanks Jeromes for nothingYou act like you did me a favor by replacing a defective couch with a ugly tan couch I had to save money for along time to purchase this item I will now have to deal with your low quality customer service in reguards to my new couch All I wanted was my money back so I could go buy a BLUE couch that I passionately wantedThanks for ruining my peaceful living room I don't see how I come out the winner in this situationI WILL tell everyone what a horriable experience I have had Regards, [redacted]
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!!!!!
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.I am tired of dealing with CUSTOMER SERVICE I have been given incorrect parts to repair the furniture, and consistently they would refuse to have me speak to a manager since FEBRUARY 19th And only now that I've submitted a complaint a Manager is willing to speak with me, how generousI need to see a solution in WRITING from JEROMES, I will no longer deal with them over the phone, enough is enoughI have a broken couch, FIX IT!!!! or give me my money back Regards, [redacted]
In regards to this complaint, I called and left a message for the consumer directly "sans-serif"">Unfortunately, we cannot provide any alternative options for the recliner in the residence We can, however, offer $in gift certificates, which is almost the retail cost of the recliner in the consumer residence The gift certificates can be redeemed at any one of our showroom locations and are valid for one year from the issuance date The certificates will be mailed directly to the consumer within the next business day Sincerely, [redacted] Customer Care Manager %
In regards to this claim, the pricing for the adjustable bases with the mattresses vary based upon the features of the adjustable base The consumer did not provide any specific information in the claim as to what specific item they were looking at on the website Information has been sent to the San Diego location to have a sales manager contact her for additional information to see if we are able to assist further Sincerely, Jerome's Furniture
I e-mailed the customer directly to request pictures of the peeling The loveseat in regards to this claim was delivered on August 27, The one year warranty to report any manufacturing defects expired on August 28, I did ask the consumer to provide pictures of the peeling to see if there is anything we can offer as a good faith gesture Please let me know if you need any additional information in regards to this claim Sincerely, [redacted] Customer Care Manager
We called and spoke with the customer directly Roman""> The customer purchased this item on May 24, and reported the squeaking frame on November 20, The technician went out in December but the customer declined the service since they did not like the quality and wanted to reselect to something else The technician has confirmed that the squeaking can be easily repaired The customer is aware our warranty is for services and repair only, which is also stated on the back of our sales receipt We are fully willing to honor our warranty by repairing the loveseat in the customer’s residence Should the consumer change her mind and wish to schedule the service, she may simply contact us at (866) 633- Sincerely, Jerome's Furniture
I called and spoke with [redacted] Information has been provided to our IT department in regards to the feedback on the website Apologized to [redacted] for any inconvenience Please let me know if you need any additional information Sincerely, [redacted] Customer Service Representative
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 The company has never given me a credit I can fax you the paperwork On 7/1/I had not had any problems with deliveryMy original receipt will show that on 7/1/what I paid for the sofaI am not trying to ask them to price match on any merchandise only to honor the price that I was charged on 7/1// I would be getting the same sofa that was cancelled due to non deliveryI can also e-mail you the e-mail when I was offered the gift certificate which was offered to me on or around 7/19/so I am not sure what makes the company think that they ever gave me a credit on my order on 7/1/I relied on having furniture delivered to my home and got rid of the furniture that I had at my home to make room for the new furniture that was to be delivered to me before ten pm I will not allow anyone to delivery furniture to my home at midnight it is not safeI am not sure why I can not order on line and then have my credit card credited back with the delivery charge and the difference in price of what I paid on and the credit/gift certificate which was never sent or given as a credit on my original order on 7/1/ Regards, [redacted]
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 [redacted] Sincerely, Jerome's Furniture
In regards to this claim, ***, the manager of our [redacted] Showroom has been in direct contact with the consumer "serif The last correspondence was on December 18, and a message was left for the customer to contact us back As of now, we are currently awaiting the consumer to contact us The consumer can reach us at [redacted] and we can gladly offer further assistance in regards to the part Sincerely, Jerome's Furniture
Our corporate office said it was OK to take back the table for a full refund including the original delivery fee as a courtesy to the customer Yes, we called and were only able to leave a message for the customer Customer has not called us back The notes are listed in the order if the customer does contact us back we can still pick it up, but I am only able to extend the offer for the pifor an additional week and a half This will expire on 6/13/
In regards to this claim, [redacted] has been contacted to notify that the parts were not available from the manufacturer [redacted] will be in contact with the consumer to advise of what alternative options are availableSince this claim was through [redacted] , they will determine the options being provided in lieu of the partsSincerely, [redacted] Customer Care Manager
Since placing my order in February customer service has been awfulDelivery was 2-weeks since my order was not in stock, however no one called to tell me my order would be later than thatI didn't receive a phone call until a month after I had placed my order, no delivery date was given even then, I had to keep calling to find out when I would receive my furniture kept getting excuses and no answersFinally now we are in April and I had called again, and was told my furniture could be delivered the next day , I set up an evening delivery time as I work during the day, delivery was scheduled for 8-pm however I received a call the next day stating my furniture would be arrive between 2-PM! I then had to call and tell them I was not home, I had arrangements for that eveningCustomer service then had to call and get the driver to bring it later that day, which ended up being 12:AM the next dayThen upon inspection I noticed one of the lamps had a dent, and love seat had a tear at the bottom, which now awaiting a technician to come in and inspectNot happy with service at all! Customer service was friendly but not helpful at all
In regards to this claim the new table was already picked up by the customer and the consumer is being provided a $gift certificate for the inconvenience Should the consumer have any additional questions or concerns, 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have been out of town and am very dismayed to see my complaint has been closed in my absenceJerome's offered to reimburse me to resolve my complaintI accepted their offer, but never received the promised reimbursementIn other words, they made me an offer which I accepted but they never came through with compensation and you closed my caseAre you going to do anything about this?- ***
I purchased a power base with my new mattress After delivery it stopped working I did not receive any type of manual for it so was not able to troubleshoot it myself I called Jerome's and the warranty phone number that was provided The warranty company was closed for the holiday When I called Jerome's I spoke to Raven and expressed my frustration, she took my phone number down and said she would call me back I never got a call back I spoke with the salesperson that helped me in San Marcos, Elizabeth She said she didn't know how to help me, she also took my phone number, but never followed up and called me back Now I am trying to schedule service on a bed that I just received, which will be another week I am unable to have the fully functioning bed that I am paying for
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.Dear *** ***
As a follow up to today's conversation, this is to bring up to your notice that our issue with Jerome's Furniture is still not resolvedOn April 15,the cushion and pillow materials delivered to my house to fix and refill the furniture was the sameAt that time the delivery man contacted *** *** at *** *** *** from Jerome's Furniture who spoke to me on the phone
She told me that they are going to resolve the issue through the manufacturer or give us creditSo far no action was taken despite the multiple attempts I took to reach *** *** which was unsuccessfulI appreciate your effort in helping us resolving this issue with Jerome's Furniture once againIf you have any questions you can reach me anytime at ***
Thank you,
*** ***
In regards to the above claim, the consumer's year warranty to report any manufacturing defects on the piece sectional expired on June 13,
The piece sectional, which was a floor model, was pickby the consumer on June 13, The original price of
the piece sectional was $649.99.
As a good faith gesture to *** ***, we can gladly offer a $300 gift certificate (almost 1/of the original cost of the floor model) which can be used toward a future purchase with us
We are unable to comply with his request for a partial refund
The gift certificate is valid for year and can be redeemed at any one of our showroom locations
*** *** has been contacted directly and was provided the above information and offer
Please let me know if you should need any additional information
Sincerely,
*** ***
Customer Care Manager
Jerome's Furniture Warehouse