In regards to this claim we spoke with the customer yesterday
Roman"">
Our actual loading policy for all customer pick-ups does not allow us to load merchandise on top of a car and tie down The customer did end up signing a liability waiver in case someone did occur
We do understand the consumer’s frustration We unfortunately were unable to reach her today but left a detailed message
We can either provide a $gift certificate for the inconvenience or we can offer a refund on the mattress and box springs
Contact information was provided to the consumer in the voicemail to let us know which option she would prefer
Please let us know should you have any additional questions or concerns
Sincerely,
Jerome's Furniture
Dear Revdex.com,
I would like to thank you for your cooperation during this time Unfortunately, we have chosen to refuse the offer from Jeromes unless it is a full replacement It's sad that we have been a good customer to them and have furnished our entire home with them They are asking us to take $to purchase only half of what we need replaced It's to bad big, greedy corporations like Jeromes only care about money instead of customer satisfaction That's appalling to me We have chosen to go the next step with small claims court
Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Beware of the warranty if you buy anything from themThey over promise and under deliverI purchased a complete house full (full bedroom sets including mattresses, dressers, night stands, etc., a full dining room set, and a full living room set)We only live in CA part time, so in a year's time, the furniture get's less than months of "normal" useThe sofa failed at months (bad mechanism in the recliner section of the sofa)It took phone calls to get an appointment to have someone come out, I took a day off work, they never showed up or calledmore calls and a internet chat, and finally got someone to come outThey promised a replacement sofa, but later retracted the offer and ordered a partThe part will take weeks to arrive, meanwhile I have a sofa I can only use half of (but paid full price for)
Also, one of the "premium" mattresses has a really bad "body impression"It's over inches deep and the warranty says anything over an inch and a half at year is covered by warrantyThey sent someone to look at it, but have not called me back and I'm once again in the cycle of calling and being placed on holdHORRIBLE customer serviceBy the way, I just discovered that 86% of the customer reviews for this company are negative! Wish I would've checked before I purchased!
I called this consumer directly The adjustable base and mattress has not been purchased through us
As a good faith gesture we can meet the customer partial way with the difference in pricing and provide $off the actual price of the adjustable base and
mattress
The consumer opted to not purchase the adjustable base and mattress through our company
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
Roman"">
We appreciate you reaching out to us in regards to the leather sectional which was delivered on June 29, We apologize for any inconvenience or miscommunication which may have occurred
At the time of purchase your merchandise came with warranties The first warranty is directly through Jerome's and covers any manufacturing defects which are reported within the 1st year from the original date (within our delivery areas)
The 2nd warranty which you opted to purchase is the *** year protection plan. This warranty covers an array of one-time accidental stains and damages which occurred in the residenceThis warranty is also valid in most of the continental U.Sstates
Peeling of leather can occur from many every day occurrences including but not limited to: exposure to direct sunlight, natural body and hair oils, conditioners or treatments which can be used to clean as well as friction from clothing
Unfortunately these instances are not considered a manufacturing defect Any manufacturing defects which you would have noticed would have needed to be reported by June 29,
The merchandise would also have to be located in a city in California which we service for the warranty to be honored
We are unable to comply with your request for replacement of the merchandise to be sent to *** Per your request, if you wish to acquire a pro-rated refund for the *** warranty you can simply contact *** directly with this request
*** can be reached at*** ***
We apologize once again for any inconvenience Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture Social Media
I went into the El Cajon locations, and after speaking to a really nice sells person I picked out a living room package that I was really happy with in JuneI made a down payment on my layaway, and another payment there afterIn July while I was strained in an airport I received a call from one of the store employee telling me I needed to make a payment on my accountI told the employee that I already made a payment but I was out of town stuck in an airport, and this was not a good time to talkThe employee continued to try and speak to me to the point to where I had to hang upWhen I returned home on several different occasions I tried to make payments over the phone and each time it took about over an hourI was transferred back and forth and the employees all gave me different answers to what the hold was on allowing me to make the paymentEach time I called in to pay this happenedI finally ask for a refund and was told part would be refunded to my card and part in the form of a check and it could take up to days, and then I was put on hold for minutes while they looked for a manager to approve thisWhile I was on hold I went onto the Jerome's site and chatted with an agent named Austin and he stated that all the money I paid will be refunded back So it seems to me the El Cajon employees were just lying to me about their cancellation policy to deter me from cancelling my orderI am in customer service for a living, and this is hands down the worst experience I have ever had
Dear *** ***
class="MsoNormal">Thank you for providing us feedback on your delivery, we apologize for the inconvenience which occurred
We assure you we are addressing the issue which occurred with our delivery team to prevent a similar situation from occurring in the future
The delivery fee of $has been refunded to the *** *** *** which was used for the initial purchase
Credit card refunds can take 5-business days to reflect as an available credit
Should you have any additional questions or concerns, please do not hesitate to contact us at*** ***
Sincerely,
Jerome's Furniture
I don’t even know where to start with this! First I should say, the customer service when we were purchasing the furniture was great We purchased a sofa/loveseat/chair and ottoman set on August 1, We were told we could have delivery the next day At 10pm we received a automated voice message telling us our furniture would be delivered the next day, August 2nd between and pm So we waited, and waited Finally we called only to find out the time was changed to 8pm to midnight which I am shocked is even legal! So because we couldn’t get through the phone to someone at Jeromes we drove down there and spoke with the management who apologized and called delivery only to find out the furniture had not even been loaded on the truck but they still thought we would have our furniture by 8pm I just got off the phone talking to a rep named Virginia who told me the manager would be calling back as soon as she finished filling out another report This was minutes ago, it is now 9:42pm
Someone seriously needs to talk to the owners about this I looked at other customer reviews and agree, there is a serious lack of communication between the stores and the delivery (who happens to be contracted out and not Jeromes employees) I believe there are consumer protection laws violated when from the start, you’re called at 10pm at night by a voice automated system, you get a hour window that gets moved to an hour window without any notification And is delivery up until midnight even legal?? We were told by the management at the store that the truck will leave at 7:15pm but if there was a problem it would leave by 7:45pm at the latest I called to complained at 9:21pm the truck had not been loaded or even left the facility I asked for a call back and have not received one This of course is the second time we were told we would be called back..the first was at 3pm, and we are still waiting for that one too
I’m hoping to speak with Jerome about this--please help
I e-mailed the customer directly on the above claim.
I asked for pictures to be sent to me for review to be able to provide any possible options to the consumer
I provided my direct information to the customer and did notify him I will be out of the office until May
26, but will rsepond as soon as I return
Sincerely,
*** ***
Customer Care Manager
In regards to the above complaint, customer contacted us directly on 6/3/and was offered the option to reselect to another set
The consumer has accepted this offer and is currently in the process of looking for an alternative option to the merchandise in the
residence
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
class="MsoNormal">
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 *** 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 (*** ***
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,
***
***
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Thank you for providing us the additional information
Our warranty does cover any manufacturing defects which are reported within the 1st year Our warranty is for parts and repair and unfortunately not for replacement
The technician that went to your daughter's residence was our lead technician If you wish, we can have another technician go out to the residence, however, our lead inspector already visited the home and based upon the pictures this is not considered a manufacturing defect
Should your daughter wish to set up an additional appointment, she may simply contact us at *** ***
Sincerely,
Jerome's Furniture
In November of I purchased living room furniture, a sofa, love seat and reclinerAlthough the sales associate was very friendly, he was not upfront on the costThen when my furniture was delivered, it was defectiveOf course we did not notice immediately as the problem lied with the reclining mechanism and it is Jeromes policy that once the delivery was made, there were returns allowedWithin the first week I notified JEROMES service department and we set an appointment to have technician look at the furnitureTwo weeks later, the technician came and verified the problem and said that it often occurs during the transport from the manufacturer to their warehouseHe said he would order a the replacement part but it could take up to weeks to come inAt weeks I contacted Jeromes and the person who assisted was extremely rude and said that my part did not get ordered until the end of January I asked to speak with a manager and the gal put me on hold and never came back on the lineWhIle on another phone, I called customer service again and got a supervisor by the name of ***She apologized for rudeness of the associate prior and assured me that the part was, in fact, ordered the first week of December She said my part was in stock and we scheduled for the technician to come install on Friday, February 18, Not only did the technician not show but I received no notificationI have now had this furniture for over months and the malfunction (whose fault clearly lied with the company) has not been resolvedWhat is more upsetting is that I paid for the extended warranty on the furnitureI feel cheated in every wayI plan to consult an attorney to find out my rights as a consumerAs a member of the Revdex.com, I hope this gets someone's attention even if it is bring awareness to the next customer
For this claim, the hutch was exchanged on April 23,
We will comply with the consumer's request to refund back the delivery fee in the amount of $
Credit Card refunds can take 5-business days to be reflected as an available
credit
We apologize for the inconvenience
Should the consumer have any additional questions or concerns, they may simply contact us at *** ***
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** *** Jerome's did come to the house and said that they could see the defect-which they are now denying they saw-and yes they offered to fix the problem by stuffing more material into the back bolsters of this chair-sofa However, we find this unacceptable because the chair-sofa was only one month old when this happened It is uncomfortable to sit on and will only deteriorate more over time From the beginning we asked them to take the chair-sofa back and they not only refused, but have only contacted me recently to discuss this dispute
On August 23rd, I was contacted by Jeromes to discuss problem I again was told that I would be contacted--It is now the 28th of August and no one has contacted me regarding this dispute
In regards to this claim, the consumer complaint was already resolved directly with the consumer
The merchandise was picked up and the consumer does not have any merchandise from Jerome's in regards to her recent purchase still in the residenceShould you
have any further questions, feel free to contact us at *** ***
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The following paragraph is *** ***'s response to my initial Revdex.com complaint. She did e-mail me with her telephone contact information. So she does not have to dig around her voicemail searching for my telephone number, here it is, again: ***
"The customer did not provide a phone number on their claim. I e-mailed them back at the e-mail address listed on the complaint
We are currently working on ways to improve our overall Website to be
more user friendly. Our current Website is under construction and will
be revealed hopefully by the end of
In the e-mail I gave the customer my direct phone number to contact me should he need further assistance
Sincerely,
*** ***
Customer Care Manager"
The Jerome's Furniture Customer Service Manager, *** ***, did e-mail me her telephone number and direct extension - as she mentioned to you, she did. In the last ten days, I've called, heard her voice announce her name, and left messages with my telephone number asking her to call me back, as she signaled she would. I've heard nothing back from her or Jerome's. There's no excuse - none - as the Customer Care Manager - for *** ***, or someone assigned by her - not to have returned my calls. I continue to maintain that customer service at Jerome's is sorely lacking and rude. Although ***'s friendly commercials suggest that shopping by phone, walk-in, or via internet is the same smooth, friendly experience, it is not. As I mentioned in my first letter to the Revdex.com, it is impossible to get a live person on the phone at ***'s Corporate. The only voicemail that would pick up belonged to Human Resources, and they, too, did not return my call or refer my call to someone who could handle my complaint. I tried the Customer Service/ Deliveries extension and got a rude salesperson interested in my order number only
She was ill-equipped to handle my complaint. Jerome's should know that there are MANY furniture stores in San Diego, and online, as well, and the make it/ or break it point, for me, is going to come down to knowledgeable, friendly customer service, attention to detail, and no illusions otherwise, as seemingly fictionally portrayed in ***'s folksy commercials. Please ensure that this 2nd complaint is filed along with my first complaint, so that others are made aware of Jerome's customer service problems. I don't like to play the military veteran card, but since it seems to get people's attention, I am a year veteran of the U.SNavy, retired Thank you
In regards to this complaint, I left a message for the consumer to contact us to schedule the technician appointment.
All the parts are current available and ready to be installed
The consumer can contact our Customer Care Department at *** *** Our Service
Department is open daily from 10am-6pm
Sincerely,
*** ***
Customer Care Manager
In regards to this claim we spoke with the customer yesterday
Roman"">
Our actual loading policy for all customer pick-ups does not allow us to load merchandise on top of a car and tie down The customer did end up signing a liability waiver in case someone did occur
We do understand the consumer’s frustration We unfortunately were unable to reach her today but left a detailed message
We can either provide a $gift certificate for the inconvenience or we can offer a refund on the mattress and box springs
Contact information was provided to the consumer in the voicemail to let us know which option she would prefer
Please let us know should you have any additional questions or concerns
Sincerely,
Jerome's Furniture
Dear Revdex.com,
I would like to thank you for your cooperation during this time Unfortunately, we have chosen to refuse the offer from Jeromes unless it is a full replacement It's sad that we have been a good customer to them and have furnished our entire home with them They are asking us to take $to purchase only half of what we need replaced It's to bad big, greedy corporations like Jeromes only care about money instead of customer satisfaction That's appalling to me We have chosen to go the next step with small claims court
Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Beware of the warranty if you buy anything from themThey over promise and under deliverI purchased a complete house full (full bedroom sets including mattresses, dressers, night stands, etc., a full dining room set, and a full living room set)We only live in CA part time, so in a year's time, the furniture get's less than months of "normal" useThe sofa failed at months (bad mechanism in the recliner section of the sofa)It took phone calls to get an appointment to have someone come out, I took a day off work, they never showed up or calledmore calls and a internet chat, and finally got someone to come outThey promised a replacement sofa, but later retracted the offer and ordered a partThe part will take weeks to arrive, meanwhile I have a sofa I can only use half of (but paid full price for)
Also, one of the "premium" mattresses has a really bad "body impression"It's over inches deep and the warranty says anything over an inch and a half at year is covered by warrantyThey sent someone to look at it, but have not called me back and I'm once again in the cycle of calling and being placed on holdHORRIBLE customer serviceBy the way, I just discovered that 86% of the customer reviews for this company are negative! Wish I would've checked before I purchased!
I called this consumer directly The adjustable base and mattress has not been purchased through us
As a good faith gesture we can meet the customer partial way with the difference in pricing and provide $off the actual price of the adjustable base and
mattress
The consumer opted to not purchase the adjustable base and mattress through our company
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
Roman"">
We appreciate you reaching out to us in regards to the leather sectional which was delivered on June 29, We apologize for any inconvenience or miscommunication which may have occurred
At the time of purchase your merchandise came with warranties The first warranty is directly through Jerome's and covers any manufacturing defects which are reported within the 1st year from the original date (within our delivery areas)
The 2nd warranty which you opted to purchase is the *** year protection plan. This warranty covers an array of one-time accidental stains and damages which occurred in the residenceThis warranty is also valid in most of the continental U.Sstates
Peeling of leather can occur from many every day occurrences including but not limited to: exposure to direct sunlight, natural body and hair oils, conditioners or treatments which can be used to clean as well as friction from clothing
Unfortunately these instances are not considered a manufacturing defect Any manufacturing defects which you would have noticed would have needed to be reported by June 29,
The merchandise would also have to be located in a city in California which we service for the warranty to be honored
We are unable to comply with your request for replacement of the merchandise to be sent to *** Per your request, if you wish to acquire a pro-rated refund for the *** warranty you can simply contact *** directly with this request
*** can be reached at*** ***
We apologize once again for any inconvenience Should you have any additional questions or concerns, please do not hesitate to contact us at *** ***
Sincerely,
Jerome's Furniture Social Media
I went into the El Cajon locations, and after speaking to a really nice sells person I picked out a living room package that I was really happy with in JuneI made a down payment on my layaway, and another payment there afterIn July while I was strained in an airport I received a call from one of the store employee telling me I needed to make a payment on my accountI told the employee that I already made a payment but I was out of town stuck in an airport, and this was not a good time to talkThe employee continued to try and speak to me to the point to where I had to hang upWhen I returned home on several different occasions I tried to make payments over the phone and each time it took about over an hourI was transferred back and forth and the employees all gave me different answers to what the hold was on allowing me to make the paymentEach time I called in to pay this happenedI finally ask for a refund and was told part would be refunded to my card and part in the form of a check and it could take up to days, and then I was put on hold for minutes while they looked for a manager to approve thisWhile I was on hold I went onto the Jerome's site and chatted with an agent named Austin and he stated that all the money I paid will be refunded back So it seems to me the El Cajon employees were just lying to me about their cancellation policy to deter me from cancelling my orderI am in customer service for a living, and this is hands down the worst experience I have ever had
Dear *** ***
class="MsoNormal">Thank you for providing us feedback on your delivery, we apologize for the inconvenience which occurred
We assure you we are addressing the issue which occurred with our delivery team to prevent a similar situation from occurring in the future
The delivery fee of $has been refunded to the *** *** *** which was used for the initial purchase
Credit card refunds can take 5-business days to reflect as an available credit
Should you have any additional questions or concerns, please do not hesitate to contact us at*** ***
Sincerely,
Jerome's Furniture
I don’t even know where to start with this! First I should say, the customer service when we were purchasing the furniture was great We purchased a sofa/loveseat/chair and ottoman set on August 1, We were told we could have delivery the next day At 10pm we received a automated voice message telling us our furniture would be delivered the next day, August 2nd between and pm So we waited, and waited Finally we called only to find out the time was changed to 8pm to midnight which I am shocked is even legal! So because we couldn’t get through the phone to someone at Jeromes we drove down there and spoke with the management who apologized and called delivery only to find out the furniture had not even been loaded on the truck but they still thought we would have our furniture by 8pm I just got off the phone talking to a rep named Virginia who told me the manager would be calling back as soon as she finished filling out another report This was minutes ago, it is now 9:42pm
Someone seriously needs to talk to the owners about this I looked at other customer reviews and agree, there is a serious lack of communication between the stores and the delivery (who happens to be contracted out and not Jeromes employees) I believe there are consumer protection laws violated when from the start, you’re called at 10pm at night by a voice automated system, you get a hour window that gets moved to an hour window without any notification And is delivery up until midnight even legal?? We were told by the management at the store that the truck will leave at 7:15pm but if there was a problem it would leave by 7:45pm at the latest I called to complained at 9:21pm the truck had not been loaded or even left the facility I asked for a call back and have not received one This of course is the second time we were told we would be called back..the first was at 3pm, and we are still waiting for that one too
I’m hoping to speak with Jerome about this--please help
I e-mailed the customer directly on the above claim.
I asked for pictures to be sent to me for review to be able to provide any possible options to the consumer
I provided my direct information to the customer and did notify him I will be out of the office until May
26, but will rsepond as soon as I return
Sincerely,
*** ***
Customer Care Manager
In regards to the above complaint, customer contacted us directly on 6/3/and was offered the option to reselect to another set
The consumer has accepted this offer and is currently in the process of looking for an alternative option to the merchandise in the
residence
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
class="MsoNormal">
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 *** 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 (*** ***
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,
***
***
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Thank you for providing us the additional information
Our warranty does cover any manufacturing defects which are reported within the 1st year Our warranty is for parts and repair and unfortunately not for replacement
The technician that went to your daughter's residence was our lead technician If you wish, we can have another technician go out to the residence, however, our lead inspector already visited the home and based upon the pictures this is not considered a manufacturing defect
Should your daughter wish to set up an additional appointment, she may simply contact us at *** ***
Sincerely,
Jerome's Furniture
In November of I purchased living room furniture, a sofa, love seat and reclinerAlthough the sales associate was very friendly, he was not upfront on the costThen when my furniture was delivered, it was defectiveOf course we did not notice immediately as the problem lied with the reclining mechanism and it is Jeromes policy that once the delivery was made, there were returns allowedWithin the first week I notified JEROMES service department and we set an appointment to have technician look at the furnitureTwo weeks later, the technician came and verified the problem and said that it often occurs during the transport from the manufacturer to their warehouseHe said he would order a the replacement part but it could take up to weeks to come inAt weeks I contacted Jeromes and the person who assisted was extremely rude and said that my part did not get ordered until the end of January I asked to speak with a manager and the gal put me on hold and never came back on the lineWhIle on another phone, I called customer service again and got a supervisor by the name of ***She apologized for rudeness of the associate prior and assured me that the part was, in fact, ordered the first week of December She said my part was in stock and we scheduled for the technician to come install on Friday, February 18, Not only did the technician not show but I received no notificationI have now had this furniture for over months and the malfunction (whose fault clearly lied with the company) has not been resolvedWhat is more upsetting is that I paid for the extended warranty on the furnitureI feel cheated in every wayI plan to consult an attorney to find out my rights as a consumerAs a member of the Revdex.com, I hope this gets someone's attention even if it is bring awareness to the next customer
For this claim, the hutch was exchanged on April 23,
We will comply with the consumer's request to refund back the delivery fee in the amount of $
Credit Card refunds can take 5-business days to be reflected as an available
credit
We apologize for the inconvenience
Should the consumer have any additional questions or concerns, they may simply contact us at *** ***
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** *** Jerome's did come to the house and said that they could see the defect-which they are now denying they saw-and yes they offered to fix the problem by stuffing more material into the back bolsters of this chair-sofa However, we find this unacceptable because the chair-sofa was only one month old when this happened It is uncomfortable to sit on and will only deteriorate more over time From the beginning we asked them to take the chair-sofa back and they not only refused, but have only contacted me recently to discuss this dispute
On August 23rd, I was contacted by Jeromes to discuss problem I again was told that I would be contacted--It is now the 28th of August and no one has contacted me regarding this dispute
In regards to this claim, the consumer complaint was already resolved directly with the consumer
The merchandise was picked up and the consumer does not have any merchandise from Jerome's in regards to her recent purchase still in the residenceShould you
have any further questions, feel free to contact us at *** ***
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The following paragraph is *** ***'s response to my initial Revdex.com complaint. She did e-mail me with her telephone contact information. So she does not have to dig around her voicemail searching for my telephone number, here it is, again: ***
"The customer did not provide a phone number on their claim. I e-mailed them back at the e-mail address listed on the complaint
We are currently working on ways to improve our overall Website to be
more user friendly. Our current Website is under construction and will
be revealed hopefully by the end of
In the e-mail I gave the customer my direct phone number to contact me should he need further assistance
Sincerely,
*** ***
Customer Care Manager"
The Jerome's Furniture Customer Service Manager, *** ***, did e-mail me her telephone number and direct extension - as she mentioned to you, she did. In the last ten days, I've called, heard her voice announce her name, and left messages with my telephone number asking her to call me back, as she signaled she would. I've heard nothing back from her or Jerome's. There's no excuse - none - as the Customer Care Manager - for *** ***, or someone assigned by her - not to have returned my calls. I continue to maintain that customer service at Jerome's is sorely lacking and rude. Although ***'s friendly commercials suggest that shopping by phone, walk-in, or via internet is the same smooth, friendly experience, it is not. As I mentioned in my first letter to the Revdex.com, it is impossible to get a live person on the phone at ***'s Corporate. The only voicemail that would pick up belonged to Human Resources, and they, too, did not return my call or refer my call to someone who could handle my complaint. I tried the Customer Service/ Deliveries extension and got a rude salesperson interested in my order number only
She was ill-equipped to handle my complaint. Jerome's should know that there are MANY furniture stores in San Diego, and online, as well, and the make it/ or break it point, for me, is going to come down to knowledgeable, friendly customer service, attention to detail, and no illusions otherwise, as seemingly fictionally portrayed in ***'s folksy commercials. Please ensure that this 2nd complaint is filed along with my first complaint, so that others are made aware of Jerome's customer service problems. I don't like to play the military veteran card, but since it seems to get people's attention, I am a year veteran of the U.SNavy, retired Thank you
In regards to this complaint, I left a message for the consumer to contact us to schedule the technician appointment.
All the parts are current available and ready to be installed
The consumer can contact our Customer Care Department at *** *** Our Service
Department is open daily from 10am-6pm
Sincerely,
*** ***
Customer Care Manager