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Reviews Jerome's Furniture Warehouse

Jerome's Furniture Warehouse Reviews (196)

I
called and left a message for the consumer on the phone number that was
provided in the claim
"">At
the time of purchase, the merchandise was sold with a warranty directly through
Jerome's Our warranty covers any manufacturing defects which are
reported within the 1st year from the original delivery date
The customer's warranty through Jerome's expired on January 22,
The
Guardsman warranty in question, does cover an array of damages which occur from
a one-time accidental incident
After
reviewing the pictures, from the technician appointment in December, the
damages to the leather would not be covered under the Guardsman warranty, since
this occurrence happened over a period of time, not from a one-time incident
We
are unable to comply with the customer's request for a refund, however, I can
offer one of two below options to the customer:
1)
refund the Guardsman warranty in full in the amount of $or
2)
As a good faith gesture we can offer a $1,in gift certificates toward a
future purchase with Jerome's
I
provided my direct line to the customer to contact me to indicate which option they
would like to choose. The customer can
also contact me via e-mail
Please
let me know if you need any additional information
Sincerely,
[redacted]
Customer Care Manager

Dear Mr[redacted],
"margin: 0in 0in 0pt;" class="MsoNormal"> I have received information from the Revdex.com in regards to concerns you have expressed on the King Sized mattress, which was delivered on January 26, 2014. I apologize for any inconvenience which you may have incurred
At the time of purchase, your mattress was sold with a warranty directly through the manufacturer, Aireloom. This warranty guarantees your mattress to be free of any workmanship defects, including body impressions; the warranty does not guarantee the level of comfort
With all new mattresses which are purchased, there is an adjustment period for the mattress to conform to your body to provide the optimal level of comfort.
To help assist with this adjustment period we suggest rotating the mattress every 2-weeks for the first three months. After the initial three months, we suggest to rotate every 5-months
I do understand your frustration; however we will be unable to comply with your request for refund or exchangeAll of our mattress and bedding home furnishings are non-returnable, which is stated on the back of our sales receipt
We would be more than happy to send out the manufacture approved inspection company, Premier Inspections West, to look over your mattress if you believe there is a defect in workmanship
Please feel free to contact us at (866) 633-if you wish to schedule an appointment
Should you have any additional questions or concerns, please do not hesitate to contact us at the number listed above
Sincerely,
[redacted]
Customer Care Manager
Jerome's Furniture Warehouse

September 27,
"">
Dear [redacted]
This letter is in response to correspondence received from the Revdex.com in regards to your recent experience. I apologize for the inconvenience which you have incurred
Jerome's ultimate goal is to provide a pleasant shopping experience accompanied by outstanding customer service. I am displeased to hear you have not received the five star service we strive to achieve
I do understand your frustration. On September 17, we refunded back the original delivery fee in the amount of $89.99. The refund was issued via a corporate check which was mailed on September 19, 2014.
We have confirmed with the manufacturer the special order is scheduled to be received in our Distribution Center the beginning of next week
As soon as your merchandise has been received, we will contact you to schedule a convenient delivery date
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns
Sincerely,
[redacted]
Customer Care Manager

In regards to the above claim, the full refund was processed back onto the [redacted] card on file on December 10,
">We apologize for the inconvenience which occurred in regards to the refund
The refund should have already been posted to the consumer's credit card, since most refunds can take up to 5-business days to reflect as an available credit
Please let me know if you need any additional information
Sincerely,
[redacted]
Customer Care Manager

Dear
[redacted],
""> I have received information from the RevDex.com in regards to a concerns you have expressed on the recent claim with
[redacted] I apologize for any inconvenience you have incurred
After
review of your account, I have confirmed you are currently working with one of
our representatives [redacted] to try to get a resolution through your extended
warranty carrier [redacted]
We
have been in contact with [redacted] and in order for [redacted] to further
assist you with the additional claim on the sofa they will need pictures of the
areas that were recently cleaned
Please
feel free to send the pictures to [redacted] or you may send them directly to my e-mail
address at [redacted]@jeromes.com
Once
we have the pictures we will gladly submit them to [redacted] for further
review
Please
do not hesitate to contact us at [redacted] should you have any additional
questions or concerns
Sincerely,
[redacted]
Customer Care Manager
Jerome's Furniture Warehouse

My husband and I have been loyal customers of Jeromes for over 12 years. All our furniture is from there. We have recommended you to all our friends and my husband's clients. Last August we purchased a leather sofa and love seat. We bought the protection program because we were told, by your sales person, it covers anything that happens to the couches for the next 5 years. The couch started peeling so I immediately called the protection company. They refused to fix it because I didn't do anything to cause the couch to peel. Called your customer service and was told you will not fix it because it happened 40 days too late. Nice to know you stand behind your products. If you do buy from them definitely do not pay for their scam of a protection plan. Guess it's time to find a new furniture company for our future purchases and recommendations. I am also filing a complaint through here. (Revdex.com)

Dear [redacted]
Thank you for reaching out to us.  We
apologize for any...

inconvenience which has occurred.
After review of your
account, the order was delivered on March 3, 2015.   On this delivery we
provided the trundles (the daybed only comes with a trundle, this set based
upon our website does not offer drawers), since the merchandise was out of stock
at that time.
We attempted to deliver
the new trundles in November, however, the merchandise was sent back.
The trundle which was
originally provided as a loaner was the same item which we delivered in
November.
Information has been
sent to the [redacted] showroom to have a sales manager or supervisor contact you
in regards to your invoice.  Unfortunately it does not appear this bed is
sold/and or comes with the option for under drawers vs. a trundle.
Please expect a call
within 48 hours.
Should you have any
additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture

Beware of the warranty if you buy anything from them. They over promise and under deliver. I purchased a complete house full (2 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 6 months of "normal" use. The sofa failed at 11 months (bad mechanism in the recliner section of the sofa). It took 6 phone calls to get an appointment to have someone come out, I took a day off work, they never showed up or called. 4 more calls and a internet chat, and finally got someone to come out. They promised a replacement sofa, but later retracted the offer and ordered a part. The part will take 8 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 2 inches deep and the warranty says anything over an inch and a half at 1 year is covered by warranty. They 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 hold. HORRIBLE customer service. By the way, I just discovered that 86% of the customer reviews for this company are negative! Wish I would've checked before I purchased!

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,[redacted] We understand if parts aren't available but if the couch is sitting on your floor as a sellable item then there has to be Parts to fix it somewhere! I can't remember but I believe it was [redacted] who came out to look at the couch but he did
Go back and call Jeromes to explain that the cushions are in fact flat and shouldn't be the case in such a short amount Of time. It still doesn't explain the fact that ninjas touched on the question of being discontinued yet it still remains on your 
Floor. Whether it be Jeromes or [redacted] I can't believe you don't back up your product!!! Very sad for a company!!

In regards to this claim, the rug is being refunded.
This was a finance purchase and finance refunds can take up to 2 billing cycles to reflect on the consumers finance statement.
The rug was brought back 2 days ago....

 
The consumer should show the credit through [redacted] within 2 billing statements.
Should the consumer have any additional questions or concerns, they may simply contact us at[redacted]
Sincerely,
Jerome's Furniture

In regards to this complaint the consumer was contacted directly and a pick-up is scheduled for the return of the special order ottoman and chair tomorrow, January 22, 2015.
 
Please let us know if you need any further...

information.
 
Sincerely,
[redacted]
Customer Care Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This will be the second complaint I've filed against Jerome's and for the same issue. Jeromes has now attempted to deliver a swival rocker recliner three times in the past month. The first being that the chair was not covered and sitting in the back of their delivery truck with a dirty blanket covering the chair. The second attempt was about a week ago or so but that time they had the wrong chair. This morning on 9-9-16, they once again brought a chair that was not in its original packaging and covered with a dirty movers blanket that had debris all over it. I personally believe this was the same uncovered chair that they attempted to deliver more than three weeks ago.
I spoke with Jerome's customer service rep about this matter this morning and she attempted to provide me with excuses for the drivers which she was completely wrong. More than a week ago I went to the [redacted] Jerome's store where the chair was purchased and for the third time, I spoke with [redacted] in an attempt to clear this a all up and get it right, but for the third time [redacted] has failed to stay on top of this situation, and he failed to followup with me on the situation. Once again I will make the statement that this organizations customer service is horrific at best, and there is a PROFOUND lack of communication between their departments. In other words, the right hand does not know what the left hand is doing.
I would like a call from Jerome's corporate management to discuss this matter. I believe I have been drastically inconvenienced by the profound lack of Customer Care I paid for this chair nearly two months ago, and I'm still without the chair and they have my money and they attempted to charge me for today's delivery because the warehouse did not understand what a customer credit meant. I believe I am due a partial refund for the inconvenience. They need to get their act together and hire professionals and not incompetent people both at their warehouse and at their store. If this matter had been brought to the attention of their upper level management or corporate officials, I do not believe that this situation would have gotten so out-of-control. They need to special order me the chair that I spoke to [redacted] about more than a week ago which I believe was a Charcoal Colored chair.
Regards,[redacted]

In regards to this
claim, the sectional in question was delivered on June 27, 2013.
mso-fareast-font-family: "Times New Roman";">
At the time of purchase
the sectional came with a warranty directly through Jerome's.  This
warranty guarantees the merchandise to be free of manufacturing defects, if
they are reported within the first year from the original delivery date.
 Our warranty covers the cost of parts and repairs only.
The one year warranty on
the sectional expired on June 27, 2014.
Our upper management
attempted numerous times to reach the consumer with no success.
 Unfortunately the issue which has been reported, peeling and flaking, is
not considered a manufacturing defect. 
Peeling and flaking of leather can occur from everyday normal occurrence
such as exposed to sunlight, natural body oils, lotions, hairsprays or cleaners
which are used.
The pictures were
reviewed and we have confirmed that even if reported within the 1st year the
claim would not have been covered under our 1 year warranty.
We do understand the consumer’s
frustration; however, we are unable to comply with the consumers request for
refund.  We have gone above and beyond our warranty by offering the $550
in gift certificates which can be used toward a future purchase.
The offer of the gift
certificates is valid until August 17, 2015, should the consumer wish to still
take advantage of this offer.
Our finance department
is fully aware of the consumers claim; however, we have not received additional
correspondence from [redacted]  We can gladly review any additional documentation
which may be sent from Synchrony in regards to the consumers account.
Should the consumer have
any additional questions or concerns, our customer care department can be
reached at ([redacted].
Sincerely,
[redacted]
Customer Care Manager

Dear [redacted]
                  I was able to...

locate the additional charge of the $89.99.
This amount has been refunded onto the original [redacted] on file.  Credit card refunds can take up to 7 business days to reflect as an available credit.
I apologize for the inconvenience which occurred.
Please do not hesitate to contact us at ([redacted] should you have any additional questions or concerns.  You may also simply reply to this e-mail.
Sincerely,
[redacted]
Customer Care Manager

In regards to this claim, the consumer is aware we are working with our finance department to ensure the $89.99 is processed back to her finance account.
We honored the 10% off the wardrobe chest and the $39.99 is in the process of being refunded to her finance...

account.
The consumer is aware we will contact her back within 72 hours as soon as we have additional information from our finance department.
Sincerely,
Jerome's Furniture

Ok.
 
I would just let the customer know that [redacted] will be addressing the claim with him directly and to contact us at [redacted] if he has any additional questions.
 
** Thank you [redacted]
 
[redacted]
Customer Care Manager
Jerome’s Furniture Warehouse
16960 Mesamint Street
San Diego, CA 92127
Ph: [redacted]

In regards to this claim, the consumer was e-mailed directly for pictures to be provided.
One we have received the pictures we can let the consumer know if there is anything we can possibly offer, since the one year warranty for manufacturing defects expired in July...

2014.
 
Sincerely,
Jerome's Furniture Warehouse

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 gave me full assurance when I purchased the furniture that they would replace any defective piece within the first year. I purchased the furniture set in July 2015 and the dresser cracked in November 2015 which is within that year. Also, I called the company to have another service representative assess the crack and other problems on the dresser again. The customer service representative told me January 5th would be the next time Jerome's could send a representative. I asked that they contact my daughter who has the furniture set. Customer service representative agreed to contact my daughter, which as of January 5th, they have not done this either and from their letter response to me, it sounds like they never intended to.
 
This is another example of them not fulfilling their obligations to their customers. But after reviewing Jerome's Revdex.com report from other consumers, I'm not surprised. I am very disappointed with this company. It seems they will tell you anything to get you to purchase their product knowing that they don't stand behind or mean what they say.Regards,[redacted]

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.Regarding the above mentioned case number, I am still not satisfied with the response given.  This is an attemp to pass the blame and the buck.  Furthermoe this is an attempt to not take responsibility for the actions of Jeromes staff that allowed my credit to be damaged.  The lack of training, lack of security, and lack of skills displayed when allowing some thief to use my account is in acceptable.  Jeromes management, General management, and C.E.O. needs to take ownership for their staff, and for the actions performed regarding my identity theft. 
The events that have unfolded as a direct result have resulted in a loss for me in several ways.  Loss of time, loss of money, loss of sleep, as well as mental stress and anxiety.  Worry of losing my home, my cars, and my good name that I've worked hard to maintain through my entire life.  I will not allow this to be taken lightly, nor will I allow Jeromes to simply turn their back on this issue.  
To attempt to pass me off to the finance company is a cop out, and complete dis respect and disregard.  I gave my business to Jeromes.  I bought furniture from Jeromes, I did not do anything with a finance company other than make payments on time.  Nor did the Finance company do anything wrong in this matter either.  It was a Jeromes salesperson, Jeromes management, and Jeromes delivery people who are to be held responsible for this issue. 
I will continue this even if it means I have to pursue this with the assistance of legal council.  I hope to avoid involving attornies, as all I want is to be considered and compensated in a satisfactory matter.  Also a verbal and written apology from upper management and or C.E.O
Regards,
[redacted]

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