Ok
I would just let the customer know that *** *** will be addressing the claim with him directly and to contact us at *** *** if he has any additional questions
** Thank you ***
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
Mesamint Street
San Diego, CA Ph: *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My point is being missed entirely and no responsibilty is being taken by JeromesThe reason I bought the furniture was be because I was told by your salesperson the warranty covered all! Warranty is not valid because furniture was a clearance itemSo, return of 75$ does nothingI would not have bought the furniture if warranty was not going to be validI would have bought something else so that I could have peace of mindI was lied to just to make a saleNow Im stuck with furniture with no warranty! One more time...the warranty is why I bought furniture.
Regards,*** ***
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us; we apologize for any inconvenience which has occurred
After review of your account, the technician visited your home on October 10,
At the time of the inspection, the technician confirmed that the frame did need to be replaced and a part order was arranged through the vendor
All of our parts are estimated to be received within 10-weeks, however, this time can change since most of our parts are shipped from overseas
We apologize once again for any inconvenience We are currently in contact with the vendor for a better estimated time of arrival for your part to be received
A Customer Care Representative will contact you within the next hours
Should you have any additional questions or concerns, please do not hesitate to contact us at (*** ***
Sincerely,
Jerome's Furniture
Dear *** ***
Roman"">
Thank you for reaching out to us We apologize for the inconvenience which has occurred
After review of your account, it appears we have ordered parts The first was ordered in August and installed in October
In December a 2nd technician was sent to inspect the backrest cushion with the broken zipper, which was reported as a new incident The technician did determine the backrest would need to be replaced
The backrest cover has been received and can be installed
We can gladly have the technician inspect the merchandise when he installs the backrest cover to determine if there are additional issues going on with the merchandise in question
Unfortunately we are unable to comply with your request for refund or replacement, however, we can gladly have the merchandise examined to see if there are any defects and go from there
Should you wish to schedule the technician appointment, simply contact us at *** *** We currently offer services in your area days a week; the next available appointment is Monday February 22,
Please do not hesitate to contact us at the number listed above should you have any additional questions or concerns
Sincerely,
Jerome's Furniture Warehouse
For this claim the consumer was contacted directly and a message was left at the phone # listed on the claim
We have offered the consumer an exchange on the loveseat in the residence
The consumer will need to contact us to schedule a delivery
date
Please let us know if you needed any additional information
Thank you,
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
Unfortunately, we have already done as you suggested; however your company has failed, again, to fulfill their part which was to contact my daughter at *** to make scheduling arrangementsThis was the plan I had spoken to your customer service representatives aboutOnce again your failure to fulfill your obligations is blatantly apparentI would like the dresser replaced as you promisedIt is defectiveRegards,*** ***
Dear *** ***,
class="MsoNormal">
Thank you for reaching out to us and we
apologize for any miscommunication in the showroom
We do understand your frustration;
however, we are unable to comply with your request for a sectional at the price
of the clearance item you saw in the showroom
The tags as well as some
displays, unfortunately, can be moved by other consumers throughout the
showroom, which is not at the discretion of the store management
As a good faith gesture
we can extend free delivery to you on a future purchase with us, up to an
$value This offer is only valid on new stock and is not applicable
on clearance or floor merchandise
The offer has no
expiration date
Should you have any
additional questions or concerns, please do not hesitate to contact us at ***
Sincerely,
Jerome's Furniture
This furniture store should be shutdownRude employees, horrible customer service, and a management staff that needs a crash course in customer service, attitude adjustment, and proper business etiquetteSeek furniture buying elsewhereBuyers BEWARE
For this claim, we left a message for the customer to contact us back
"Times New Roman"">
The actual leaf is unable to be ordered since they are individually made for each table
We will go ahead and exchange the table for the consumer; she will simply need to contact us to schedule an exchange date
Sincerely,
Jerome's Furniture
In regards to this claim, I actually set up the service. The customer was
already out of Jerome's and the manufacturer’s warranty to report this type of issue on the merchandise
The merchandise in question was delivered on January 11, 2014. The consumer reported this issue to Jerome's on March 2,
At the time of purchase, the merchandise came with a one year warranty directly through Jerome's. This warranty guarantees the merchandise to be free of manufacturing defects if reported within the 1st year from the original delivery date
The one year warranty on the merchandise expired on January 11,
The consumer did submit pictures to us and as a good faith gesture we sent out the technician to repair the areas of discoloration on a best-effort basis.
Discoloration of leather is considered wear and tear and can be caused due to direct sunlight exposure, body oils or friction which can be caused by everyday clothing
The consumer was aware that this offer was on a best-effort basis and we unfortunately could not make a guarantee on the level of repair
We will not be able to comply with the consumers request for refund
Please feel free to contact us directly at *** *** should you need further assistance
Sincerely,
*** ***
Customer Care Manager%
Dear *** ***
major-latinTimes New Roman"">
Thank you for taking time out of your day to contact us We have received the information you have provided the Revdex.com in regards to the Sofa and chair which were purchased on May 10, I apologize for any inconvenience or miscommunication which has occurred
At the time of purchase, your merchandise came with a warranty directly through Jerome's This warranty covers any manufacturing defects which are reported within the first year from the original delivery date Our warranty is for repairs only and covers the cost of parts and labor
The issue which has been reported to us in regards to the down feathers unfortunately is not considered a manufacturing defect and we are unable to comply with your request for refund or reselection
Per your previous correspondence with our Customer Care management, we can offer to replace the down feathers with regular loose fiber fill as a good faith gesture Since this will be altering the original production of the merchandise, you would no longer have a warranty on the cushions
Please feel free to contact us at*** *** should you wish to reschedule the technician appointment
You may also contact us at the number above should you have any additional questions or concerns
Sincerely,
*** ***
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.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,
*** ***
Horrible customer serviceWe ordered a king size airloome be mattress and a bed frame last 11/27/and was initially advised that the delivery will be scheduled to 12/03/due to mattress is made per orderThen we got a call that delivery is moved to Saturday 12/05/due to bed is not completed until Friday, 12/04/ Also, was advised that we will received an email confirming the time and per the email received delivery date is Saturday 12/05/and time is between 8:30am to 12-30pmSaturday morning, I got a call that time was moved from morning to evening schedule between 6-10pm due to overloadI complained to the Customer Service Representative and was told in return that it's either I take the 6-10pm or will be moved to next day delivery Of course, I asked to talked to the Manager but the CS Representative hung up on meThis is the kind of service done by this company, instead of helping resolved the issue, they treated customer so rudely
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.They did offer me a new couch but I am very unhappy with what they WANTED me to pick I originally had a blue reclining sofa I decorated my whole house around the couch Jeromes didnt have any blue couches and I was forced to get a tan couch against my wishes The couch looks like a sore thumb I wanted my money back so I could purchase a blue couch somewhere elseThey said that wasnt there policy I now have to look at a couch that I do not like everyday My other option was to keep the broken couch I had Their customer service is awful
Regards,
*** ***
Gift of a bed for son and daughterinlaw went from bad to horrid, 3days later from purchase missing parts, poor communication, jeromes promise not kept!! Cancelled our credit card order told jeromes come pick up the bed I will spend my money elsewhere,I have yelped them and intend to inform friends family and coworkers this was one of the worst experiences I have ever had with customer service in my years of shopping
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***
***
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 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,
*** ***
Dear Mr***,
","serif"">
Thank you for reaching out to us.
We apologize for the inconvenience which has occurred
The Guardian year OOPS protection plan, which
you opted to purchase, is through a 3rd party company called
Guardian. This warranty is not through
Jerome’s and unfortunately we are unable to offer repairs based upon their
warranty
The table set in question, we are unable to
order any parts due to the status of the factory being out of business.
Since we are unable to order the part necessary
to repair the table and the part needed is not available in our warehouse we
are only able to offer you the option to reselect on the set
We do understand your frustration, however,
without the necessary part which would be obtained from the vendor we are
unable to comply with your request for repair
We can gladly still extend the offer for
reselection another weeks. The offer
for the reselection will be valid until May 11, 2016. After this date we will not be able to offer
this option on your account
The reselection will provide you credit of the
initial set to be used toward something else in the showroom. We can gladly offer you the full credit of
the Guardian Protection Plan which you initially paid as long as no claims have
been approved through the policy.
The offer of reselection is for equal or greater
value. Should you select something less
than the original pricing, the remaining balance would remain as store
credit. If you should select something
greater in value you would need to pay the difference in pricing
There will be no additional delivery fee. We will pithe table set in your residence
when your newly selected merchandise is delivered
Your account has been notated with the above
information
Should you have any additional questions or
concerns, please do not hesitate to contact us at (866) 633-
Sincerely,
Jerome’s Furniture
Dear
*** ***,
""> I have received information from the RevDex.com in regards to a concerns you have expressed on the recent claim with
*** I apologize for any inconvenience you have incurred
After
review of your account, I have confirmed you are currently working with one of
our representatives *** to try to get a resolution through your extended
warranty carrier ***
We
have been in contact with *** and in order for *** to further
assist you with the additional claim on the sofa they will need pictures of the
areas that were recently cleaned
Please
feel free to send the pictures to *** or you may send them directly to my e-mail
address at ***@jeromes.com
Once
we have the pictures we will gladly submit them to *** for further
review
Please
do not hesitate to contact us at *** *** should you have any additional
questions or concerns
Sincerely,
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us
I apologize for any miscommunication which has occurred
We do understand your frustration
To clarify the merchandise we did have in stock unfortunately was sent
damaged from the manufacturer
This was the cause in
delay of your order being received After review of your account it looks
like you already spoke with someone from our management team and the initial merchandise
was delivered on August 4,
An exchange was also set
up, due the merchandise being damaged and the exchange is scheduled on August
11,
Should you need further
assistance or have any questions or concerns, please do not hesitate to contact
us at *** ***
Sincerely,
*** ***
Customer Care Manager
Ok
I would just let the customer know that *** *** will be addressing the claim with him directly and to contact us at *** *** if he has any additional questions
** Thank you ***
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
Mesamint Street
San Diego, CA Ph: *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My point is being missed entirely and no responsibilty is being taken by JeromesThe reason I bought the furniture was be because I was told by your salesperson the warranty covered all! Warranty is not valid because furniture was a clearance itemSo, return of 75$ does nothingI would not have bought the furniture if warranty was not going to be validI would have bought something else so that I could have peace of mindI was lied to just to make a saleNow Im stuck with furniture with no warranty! One more time...the warranty is why I bought furniture.
Regards,*** ***
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us; we apologize for any inconvenience which has occurred
After review of your account, the technician visited your home on October 10,
At the time of the inspection, the technician confirmed that the frame did need to be replaced and a part order was arranged through the vendor
All of our parts are estimated to be received within 10-weeks, however, this time can change since most of our parts are shipped from overseas
We apologize once again for any inconvenience We are currently in contact with the vendor for a better estimated time of arrival for your part to be received
A Customer Care Representative will contact you within the next hours
Should you have any additional questions or concerns, please do not hesitate to contact us at (*** ***
Sincerely,
Jerome's Furniture
Dear *** ***
Roman"">
Thank you for reaching out to us We apologize for the inconvenience which has occurred
After review of your account, it appears we have ordered parts The first was ordered in August and installed in October
In December a 2nd technician was sent to inspect the backrest cushion with the broken zipper, which was reported as a new incident The technician did determine the backrest would need to be replaced
The backrest cover has been received and can be installed
We can gladly have the technician inspect the merchandise when he installs the backrest cover to determine if there are additional issues going on with the merchandise in question
Unfortunately we are unable to comply with your request for refund or replacement, however, we can gladly have the merchandise examined to see if there are any defects and go from there
Should you wish to schedule the technician appointment, simply contact us at *** *** We currently offer services in your area days a week; the next available appointment is Monday February 22,
Please do not hesitate to contact us at the number listed above should you have any additional questions or concerns
Sincerely,
Jerome's Furniture Warehouse
For this claim the consumer was contacted directly and a message was left at the phone # listed on the claim
We have offered the consumer an exchange on the loveseat in the residence
The consumer will need to contact us to schedule a delivery
date
Please let us know if you needed any additional information
Thank you,
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
Unfortunately, we have already done as you suggested; however your company has failed, again, to fulfill their part which was to contact my daughter at *** to make scheduling arrangementsThis was the plan I had spoken to your customer service representatives aboutOnce again your failure to fulfill your obligations is blatantly apparentI would like the dresser replaced as you promisedIt is defectiveRegards,*** ***
Dear *** ***,
class="MsoNormal">
Thank you for reaching out to us and we
apologize for any miscommunication in the showroom
We do understand your frustration;
however, we are unable to comply with your request for a sectional at the price
of the clearance item you saw in the showroom
The tags as well as some
displays, unfortunately, can be moved by other consumers throughout the
showroom, which is not at the discretion of the store management
As a good faith gesture
we can extend free delivery to you on a future purchase with us, up to an
$value This offer is only valid on new stock and is not applicable
on clearance or floor merchandise
The offer has no
expiration date
Should you have any
additional questions or concerns, please do not hesitate to contact us at ***
Sincerely,
Jerome's Furniture
This furniture store should be shutdownRude employees, horrible customer service, and a management staff that needs a crash course in customer service, attitude adjustment, and proper business etiquetteSeek furniture buying elsewhereBuyers BEWARE
For this claim, we left a message for the customer to contact us back
"Times New Roman"">
The actual leaf is unable to be ordered since they are individually made for each table
We will go ahead and exchange the table for the consumer; she will simply need to contact us to schedule an exchange date
Sincerely,
Jerome's Furniture
In regards to this claim, I actually set up the service. The customer was
already out of Jerome's and the manufacturer’s warranty to report this type of issue on the merchandise
The merchandise in question was delivered on January 11, 2014. The consumer reported this issue to Jerome's on March 2,
At the time of purchase, the merchandise came with a one year warranty directly through Jerome's. This warranty guarantees the merchandise to be free of manufacturing defects if reported within the 1st year from the original delivery date
The one year warranty on the merchandise expired on January 11,
The consumer did submit pictures to us and as a good faith gesture we sent out the technician to repair the areas of discoloration on a best-effort basis.
Discoloration of leather is considered wear and tear and can be caused due to direct sunlight exposure, body oils or friction which can be caused by everyday clothing
The consumer was aware that this offer was on a best-effort basis and we unfortunately could not make a guarantee on the level of repair
We will not be able to comply with the consumers request for refund
Please feel free to contact us directly at *** *** should you need further assistance
Sincerely,
*** ***
Customer Care Manager%
Dear *** ***
major-latinTimes New Roman"">
Thank you for taking time out of your day to contact us We have received the information you have provided the Revdex.com in regards to the Sofa and chair which were purchased on May 10, I apologize for any inconvenience or miscommunication which has occurred
At the time of purchase, your merchandise came with a warranty directly through Jerome's This warranty covers any manufacturing defects which are reported within the first year from the original delivery date Our warranty is for repairs only and covers the cost of parts and labor
The issue which has been reported to us in regards to the down feathers unfortunately is not considered a manufacturing defect and we are unable to comply with your request for refund or reselection
Per your previous correspondence with our Customer Care management, we can offer to replace the down feathers with regular loose fiber fill as a good faith gesture Since this will be altering the original production of the merchandise, you would no longer have a warranty on the cushions
Please feel free to contact us at*** *** should you wish to reschedule the technician appointment
You may also contact us at the number above should you have any additional questions or concerns
Sincerely,
*** ***
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.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,
*** ***
Horrible customer serviceWe ordered a king size airloome be mattress and a bed frame last 11/27/and was initially advised that the delivery will be scheduled to 12/03/due to mattress is made per orderThen we got a call that delivery is moved to Saturday 12/05/due to bed is not completed until Friday, 12/04/ Also, was advised that we will received an email confirming the time and per the email received delivery date is Saturday 12/05/and time is between 8:30am to 12-30pmSaturday morning, I got a call that time was moved from morning to evening schedule between 6-10pm due to overloadI complained to the Customer Service Representative and was told in return that it's either I take the 6-10pm or will be moved to next day delivery Of course, I asked to talked to the Manager but the CS Representative hung up on meThis is the kind of service done by this company, instead of helping resolved the issue, they treated customer so rudely
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.They did offer me a new couch but I am very unhappy with what they WANTED me to pick I originally had a blue reclining sofa I decorated my whole house around the couch Jeromes didnt have any blue couches and I was forced to get a tan couch against my wishes The couch looks like a sore thumb I wanted my money back so I could purchase a blue couch somewhere elseThey said that wasnt there policy I now have to look at a couch that I do not like everyday My other option was to keep the broken couch I had Their customer service is awful
Regards,
*** ***
Gift of a bed for son and daughterinlaw went from bad to horrid, 3days later from purchase missing parts, poor communication, jeromes promise not kept!! Cancelled our credit card order told jeromes come pick up the bed I will spend my money elsewhere,I have yelped them and intend to inform friends family and coworkers this was one of the worst experiences I have ever had with customer service in my years of shopping
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***
***
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 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,
*** ***
Dear Mr***,
","serif"">
Thank you for reaching out to us.
We apologize for the inconvenience which has occurred
The Guardian year OOPS protection plan, which
you opted to purchase, is through a 3rd party company called
Guardian. This warranty is not through
Jerome’s and unfortunately we are unable to offer repairs based upon their
warranty
The table set in question, we are unable to
order any parts due to the status of the factory being out of business.
Since we are unable to order the part necessary
to repair the table and the part needed is not available in our warehouse we
are only able to offer you the option to reselect on the set
We do understand your frustration, however,
without the necessary part which would be obtained from the vendor we are
unable to comply with your request for repair
We can gladly still extend the offer for
reselection another weeks. The offer
for the reselection will be valid until May 11, 2016. After this date we will not be able to offer
this option on your account
The reselection will provide you credit of the
initial set to be used toward something else in the showroom. We can gladly offer you the full credit of
the Guardian Protection Plan which you initially paid as long as no claims have
been approved through the policy.
The offer of reselection is for equal or greater
value. Should you select something less
than the original pricing, the remaining balance would remain as store
credit. If you should select something
greater in value you would need to pay the difference in pricing
There will be no additional delivery fee. We will pithe table set in your residence
when your newly selected merchandise is delivered
Your account has been notated with the above
information
Should you have any additional questions or
concerns, please do not hesitate to contact us at (866) 633-
Sincerely,
Jerome’s Furniture
Dear
*** ***,
""> I have received information from the RevDex.com in regards to a concerns you have expressed on the recent claim with
*** I apologize for any inconvenience you have incurred
After
review of your account, I have confirmed you are currently working with one of
our representatives *** to try to get a resolution through your extended
warranty carrier ***
We
have been in contact with *** and in order for *** to further
assist you with the additional claim on the sofa they will need pictures of the
areas that were recently cleaned
Please
feel free to send the pictures to *** or you may send them directly to my e-mail
address at ***@jeromes.com
Once
we have the pictures we will gladly submit them to *** for further
review
Please
do not hesitate to contact us at *** *** should you have any additional
questions or concerns
Sincerely,
*** ***
Customer Care Manager
Jerome’s Furniture Warehouse
Dear *** ***
class="MsoNormal">
Thank you for reaching out to us
I apologize for any miscommunication which has occurred
We do understand your frustration
To clarify the merchandise we did have in stock unfortunately was sent
damaged from the manufacturer
This was the cause in
delay of your order being received After review of your account it looks
like you already spoke with someone from our management team and the initial merchandise
was delivered on August 4,
An exchange was also set
up, due the merchandise being damaged and the exchange is scheduled on August
11,
Should you need further
assistance or have any questions or concerns, please do not hesitate to contact
us at *** ***
Sincerely,
*** ***
Customer Care Manager