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 100.00 credit . I can fax you the paperwork On 7/1/2014 I had not had any problems with delivery. My original receipt will show that on 7/1/2014 what I paid for the sofa. I am not trying to ask them to price match on any merchandise only to honor the price that I was charged on 7/1/2014 / I would be getting the same sofa that was cancelled due to non delivery. I can also e-mail you the e-mail when I was offered the 100.00 gift certificate which was offered to me on or around 7/19/2014 so I am not sure what makes the company think that they ever gave me a 100.00 credit on my order on 7/1/2014. 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 safe. I 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 7.1.2014 and the 100.00 credit/gift certificate which was never sent or given as a credit on my original order on 7/1/2014.
Regards,
[redacted]
I e-mailed the customer directly to request pictures of the peeling.
The loveseat in regards to this claim was delivered on August 27, 2011. The one year warranty to report any manufacturing defects expired on August 28, 2012.
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
Dear Mrs. [redacted],
I first would like to apologize for the inconvenience which has occurred.
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 are well known for throughout the furniture industry.
After review of your account, I have confirmed the fire pit and the sofa are currently on back order. These items are currently estimated to be received in our Distribution Center the end of this month.
I do understand the frustration. For the inconvenience I will refund $100 onto the Visa card on file and a $100 gift certificate will be mailed to the address on your order.
Credit Card refunds can take up to 7 business days to credit onto your account. The gift certificate can be redeemed at any one of our 9 showroom locations.
In regards to the patio set, since parts of the set is on back order, I can offer for you to reselect to something else.
Should you wish to reselect on the patio set, we ask that the merchandise in your residence be in as new condition (besides the already reported issues). There will be no additional delivery charge and you would have full credit of what you originally paid for the patio set toward another set.
The option for reselection is valid until July 16. 2014. Once you have selected something else we would pick-up the patio set in your residence.
I have notated your account with the above information.
Please do not hesitate to contact us at (866) 633-4094 should you have any additional questions or concerns. You may also simply reply to this e-mail.
Sincerely,
[redacted]
Customer Care Manager
The customer was called and a message was left for the customer to call us back.
This item was discounted over $800 from the original retail price since it was sold as-is as a floor model.
Since this is a floor model and it was discounted at such a...
large amount, there is no warranty directly through Jerome's.
I did notify the consumer of this information in the voicemail and asked the consumer to contact me directly to see if there were any one-time courtesy repairs as a best effort basis which could be offered.
Should you have any additional questions, please do not hesitate to 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.
Regards,
[redacted]
Revdex.com:
Jerome's did have to come out a second time however the reason is not as stated. The sales person stated the color of the arm chair would be the same as the rest of the set, when delivered it was a different color. They had to come the second time to correct their mistake. When they came the second time that they still charged an additional $45 for second time delivery plus $ 89.99 of the first time delivered.
The dispute is still concerning the $45 pickup fee(nothing was pickup on their first visit and they second charge of $45 to correct their mistake with the color. The furniture was already moved when they came the first time and nothing was picked. There was never any discussion of a donation or a tax write off, nothing was donated, this is a new story.
Please help straighten out this situation by having the $90 fee refunded
Regards
[redacted]
My letter to Customer Service on November 15, 2016
This issue has not been resolved, however, the unaceptable and unprofessional customer service I have received to date can no be undone.
To Whom it may concern,
I am writing this letter to advise the administrative executives of Jerome's that I have received unacceptable customer service and have been subject to the non-existent resolution practices of your company.
On November 1, 2016 I purchase several pieces of furniture including a six piece dinette set which was delivered on the same day. We discovered that the dinette table delivered was a damaged table top, so we scheduled to have a replacement table top delivery. Upon receiving the second delivery of the replacement table top, we discovered it also was damaged. What was disturbing to me about this table was that the damage had a poorly attempted repair to the damage and was delivered to me as a new table. The drivers that made the delivery were embarrassed and apologetic because it was plain to see that there was a botched repair job on the table. It seems to me that your company is either in the business of pawning off repaired furniture as new or you quality control is subpar. The drivers took pictures of the damage and returned the table to the warehouse.
I was scheduled a third delivery for a replacement table top for which I had to wait a week due to the item being out of stock. When the item was available and subsequently delivered, the drivers unboxed the table top at the truck for inspection to ensure it was in new condition. Upon inspecting the third delivery of this item, we discovered the this item was also damaged. There was a crack in the laminate on one side of the table. The drivers place the table back in the truck and returned it to the warehouse.
At this point I have waited patiently through three delivery processes, each with a 4 hour window of availability, and I still do not have a replacement for the table originally delivered. This unacceptable business practice was becoming highly frustrating, so I decided to call the company to speak with a supervisor in an attempt to get resolution and request the company take immediate action to ensure I receive the item I purchased without delay and in new condition. I was connected with customer service supervisor David R in Ranch Bernardo in an attempt to resolve the issues. In our conversation Mr. R advised me that there were only four tables remaining in the warehouse and I would stand a better chance of having an undamaged table available if I waited for a warehouse delivery of more inventory scheduled for the next week. I took Mr. R at his word, so he told me he would cancel my fourth delivery scheduled for November 15th and he would advise me when the new shipment of tables arrived at the warehouse to schedule my new delivery date. Late in the evening on the November 14th, after speaking with Mr. R, I received an email requesting a confirmation for the delivery scheduled on the 15th, which I ignored due to my conversation with Mr. R. On the morning of the 15th I received a text message asking to confirm the delivery on the 15th. Now I am under the impressing Mr. R did not cancel the originally scheduled delivery on the 15th and confirmed the delivery scheduled for the 15th which had a delivery window between 11:30 and 15:30. At 10:00 I received an automated phone call telling me the delivery would be arriving at my home in 10 minutes. I waited until 11:30 and when no delivery had arrived I called customer service. I was advised that they would attempt to call the driver and call me back with an update. When I did not receive a return call, I called back to customer service. Again, I was told that they did not know what happened and would attempt to contact the driver and call be back. When I did not receive a call back for the second time, I called back to customer service and asked to speak with a supervisor. I was again connected with Mr. R and he immediately asked me why I had arranged to have the delivery he had already canceled. I was caught in the middle of incompetent employees, company miscommunications, multiple deliveries of damaged goods, approximately 12 hours of my time wasted waiting on deliveries, and an uncooperative supervisor accusing me of complicating the process. I did not want to speak to Mr. R at this point. He had already proved to me he could not resolved the issues and was not understanding of my frustration at all. I wanted to speak with a person in a position of authority that had the power to resolve the circumstances immediately. Mr. R was unable to give me a name or a phone number to contact a supervisor above him to insure my situation be handled promptly and properly and advised me that my only option was to email the company.
Your company has failed miserably at the customer service I have received and a proliferation of incompetence has been displayed by your employees. This situation should never have gotten this far. I would like to be contacted directly by an executive in a position with the ability to correct the customer service failures and resolve this situation immediately. I have wasted enough of my time allowing your company the opportunity to replace the table in a timely and trustworthy manner.
Please contact me immediately,
Jerome's is awesome. I love going to the stores. So far I have a dinette set, AWESOME mattress ( Estate Gel) and a few other things. Next on my list is a sectional.
All my experiences were positive, friendly sales people, same day delivery etc.
I read some of the complaints here, and I figure no one is perfect. Take it with a grain of salt, this is where people mostly come to complain rather than coming here to leave feedback on a positive experience. Read the [redacted] reviews, almost all good stuff there.
I love Jerome's and I'll be back, it's the only place I would consider for buying furniture personally.
For this claim, the entertainment center was picked-up on December 23, 2015.
"Times New Roman"">
The merchandise that was picked-up from the consumers residence was a TV Console and 2 piers/bases.
The refund will be process back to the original method of payment.
In regards to the consumers concerns expressed on the assistance which was received, we assure you this will be further looked into to prevent a similar situation from occurring in the future.
Should the consumer have any additional questions or concerns, she may simply contact us at ([redacted]
ORDERED A LEATHER SOFA BACK IN NOVEMBER 2015 WAS TOLD IT WOLD BE 6 TO 12 WEEK TILL IT WOULD BE READY. IT IS NOW APRIL 2016 NO SOFA THEY WILL NOT TELL ME WHEN OR WHAT IS GOING ON. THEY HAVE CHARGED MY CARD. THEY ARE IGNORING ME WE HAVE CALLED MAY TIMES AND GONE BACK TO THE STORE TO GET INFORMATION. THE LASTED IS IT MITE BE A FEW MORE MOUNTS.
In regards to this claim, the consumer contacted us directly back in November 2014.
The consumer was denied through [redacted] who is the carrier of the extended warranty which the consumer purchased.
As a good faith gesture, we provided the consumer $550 in gift certificates which...
were issued on November 13, 2014. The gift certificates were half of the retail cost of which the consumer originally paid for the merchandise in November 2012.
The original warranty to report any manufacturing defects expired on November 25, 2013.
Unfortunately, we will be unable to comply with this consumers request for refund. We went above and beyond our warranty and provided the consumer $550 in gift certificates which can be used toward a future purchase with Jerome's.
Sincerely,
[redacted]
Customer Care Manager
In regards to the above complaint, a service technician is scheduled to repair the sofa in question after 4pm on Thursday January 29, 2015.
The consumer will be contacted directly tomorrow night with the estimated timeframe for the technician to arrive.
Unfortunately, we will not be able to comply with the consumer request for refund of the merchandise; however we are confident the technician will be able to complete the necessary repairs.
Sincerely,
[redacted]
Customer Care Manager
Good afternoon [redacted]
Thank you for reaching out to us. We are sorry to hear of this...
issue.
With all mattress purchases, the warranty is directly through the manufacturer. In most cases, Jerome's is the liaison between the consumer and the manufacturer.
The manufacturer authorizes [redacted] to inspect all mattresses to determine if there is a defect which falls within the warranty guidelines. The inspection which occurs is an industry standard inspection to verify if a structural defect is present which would be covered under the manufacturer’s warranty.
After review of both of the [redacted] reports the mattress has no sags or defects in the structure of the mattress. If there is stain on the mattrress that will void the warranty, however if you have and outside company remove the stain the warranty will be valid and we can send out [redacted] Inspections to do another inspection within 30 days if the indentation gets worse.
We do understand your frustration, however, we are unable to offer any options since there are no defects confirmed by [redacted] that would indicate a structural defect under the manufacturer’s warranty.
In the future, should you believe a structural defect is present, please do not hesitate to contact us at [redacted]
You may also simply reply to this e-mail.
My mom ordered and paid for a chair for my father (who is ill) on December 11 at the Murrieta location and has yet to be contacted when they are delivering it. When she called they told her they were behind because of the holidays. Do not buy furniture from this store!
I purchased a sleeper sofa at the Anaheim location on 10/3/2016. I paid $400 cash for the order and remaining $290 debit/credit. I have yet to receive my item or the status of my order. I called several times, spoke to different people who stated a person contact me with details, I haven't received one call. There was a reason for my purchase. There is story for every furniture purchase. I am a single mother of a 15 year old daughter, living in a 1 bedroom apartment in Pomona, CA. The room is for may daughter, I took the living room . I purchased the sleeper sofa as it is essential for daily living. I am currently sleeping on a $80.00 sleeping mattress waiting for my $700 sleeper sof! What type of business is Jerry N running. I don't know if I should cancel my order or order a different item. I would like a immediate refund!!
In regards to this
claim, the customer contacted us directly.
Roman"">
We have received the
throw pillow in question, which is scheduled to be transferred to the [redacted]
store this Friday. Once the store has received the throw pillow, we will
contact her to schedule a convenient technician appointment.
We apologize for the inconvenience
which has occurred. A $100 gift certificate was already mailed to the
customer for the inconvenience of the delivery.
Should she need further assistance,
she can contact us directly at [redacted]
I bought a couch set from Jeromes same color fabric as the floor model I just changed the pillow colors on the decorative pillows. All went well they told me 2 -3 weeks for delivery. This was in mid April 2015, by May 20 I had got the run around every week, first the couch was discontinued, then the couch was on back order 1 week, then it was on back order 5 weeks. The customer service was less then helpful I would get transferred to no one and then get hung up on. Over the phone the store staff was even worse.
I had already got rid of my other couches as we are over a month later from the purchase day so they offer me a loaner couch which didn't arrive until midnight with no phone call to let us know delivery info. The couch smelled like smoke and was sticky we noticed them they said ok tomorrow we will bring a different one.
I financed the couches and the finance company had started debuting my account because they go off the delivery date jeromes tells them. So I'm paying for furniture I do not have at this point that I'm being told is discontinued and back ordered but jeromes is telling me it's not their problem I'm being charged I need to take it up with Syncrany finance.
The next day when I'm suppose to get the new loaner I call and tell them I'm just going to cancel the order all together this was to stressful. They then tell me I can just cancel the order and buy the floor model ( same day delivery and they will send me the pillows in 2 weeks) it will be delivered by the end of that day (Saturday May 24th) I was speaking to them at 9am.
11pm roles around no contact again about delivery so I call the number and they said they will have to driver contact me. We here from the driver a few minutes later saying his 20 mins away. After back and forth communicating with the driver our couches were delivered at 3:12am.
I didn't receive the correct pillows until September 17 2015.
Jeromes did nothing to fix the problem, the cooperate office would not take my calls or address any issues I had. They said they would give us a price adjustment that never happened.
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 100.00 credit . I can fax you the paperwork On 7/1/2014 I had not had any problems with delivery. My original receipt will show that on 7/1/2014 what I paid for the sofa. I am not trying to ask them to price match on any merchandise only to honor the price that I was charged on 7/1/2014 / I would be getting the same sofa that was cancelled due to non delivery. I can also e-mail you the e-mail when I was offered the 100.00 gift certificate which was offered to me on or around 7/19/2014 so I am not sure what makes the company think that they ever gave me a 100.00 credit on my order on 7/1/2014. 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 safe. I 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 7.1.2014 and the 100.00 credit/gift certificate which was never sent or given as a credit on my original order on 7/1/2014.
Regards,
[redacted]
I e-mailed the customer directly to request pictures of the peeling.
The loveseat in regards to this claim was delivered on August 27, 2011. The one year warranty to report any manufacturing defects expired on August 28, 2012.
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
Dear Mrs. [redacted],
I first would like to apologize for the inconvenience which has occurred.
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 are well known for throughout the furniture industry.
After review of your account, I have confirmed the fire pit and the sofa are currently on back order. These items are currently estimated to be received in our Distribution Center the end of this month.
I do understand the frustration. For the inconvenience I will refund $100 onto the Visa card on file and a $100 gift certificate will be mailed to the address on your order.
Credit Card refunds can take up to 7 business days to credit onto your account. The gift certificate can be redeemed at any one of our 9 showroom locations.
In regards to the patio set, since parts of the set is on back order, I can offer for you to reselect to something else.
Should you wish to reselect on the patio set, we ask that the merchandise in your residence be in as new condition (besides the already reported issues). There will be no additional delivery charge and you would have full credit of what you originally paid for the patio set toward another set.
The option for reselection is valid until July 16. 2014. Once you have selected something else we would pick-up the patio set in your residence.
I have notated your account with the above information.
Please do not hesitate to contact us at (866) 633-4094 should you have any additional questions or concerns. You may also simply reply to this e-mail.
Sincerely,
[redacted]
Customer Care Manager
The customer was called and a message was left for the customer to call us back.
This item was discounted over $800 from the original retail price since it was sold as-is as a floor model.
Since this is a floor model and it was discounted at such a...
large amount, there is no warranty directly through Jerome's.
I did notify the consumer of this information in the voicemail and asked the consumer to contact me directly to see if there were any one-time courtesy repairs as a best effort basis which could be offered.
Should you have any additional questions, please do not hesitate to 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.
Regards,
[redacted]
Revdex.com:
Jerome's did have to come out a second time however the reason is not as stated. The sales person stated the color of the arm chair would be the same as the rest of the set, when delivered it was a different color. They had to come the second time to correct their mistake. When they came the second time that they still charged an additional $45 for second time delivery plus $ 89.99 of the first time delivered.
The dispute is still concerning the $45 pickup fee(nothing was pickup on their first visit and they second charge of $45 to correct their mistake with the color. The furniture was already moved when they came the first time and nothing was picked. There was never any discussion of a donation or a tax write off, nothing was donated, this is a new story.
Please help straighten out this situation by having the $90 fee refunded
Regards
[redacted]
My letter to Customer Service on November 15, 2016
This issue has not been resolved, however, the unaceptable and unprofessional customer service I have received to date can no be undone.
To Whom it may concern,
I am writing this letter to advise the administrative executives of Jerome's that I have received unacceptable customer service and have been subject to the non-existent resolution practices of your company.
On November 1, 2016 I purchase several pieces of furniture including a six piece dinette set which was delivered on the same day. We discovered that the dinette table delivered was a damaged table top, so we scheduled to have a replacement table top delivery. Upon receiving the second delivery of the replacement table top, we discovered it also was damaged. What was disturbing to me about this table was that the damage had a poorly attempted repair to the damage and was delivered to me as a new table. The drivers that made the delivery were embarrassed and apologetic because it was plain to see that there was a botched repair job on the table. It seems to me that your company is either in the business of pawning off repaired furniture as new or you quality control is subpar. The drivers took pictures of the damage and returned the table to the warehouse.
I was scheduled a third delivery for a replacement table top for which I had to wait a week due to the item being out of stock. When the item was available and subsequently delivered, the drivers unboxed the table top at the truck for inspection to ensure it was in new condition. Upon inspecting the third delivery of this item, we discovered the this item was also damaged. There was a crack in the laminate on one side of the table. The drivers place the table back in the truck and returned it to the warehouse.
At this point I have waited patiently through three delivery processes, each with a 4 hour window of availability, and I still do not have a replacement for the table originally delivered. This unacceptable business practice was becoming highly frustrating, so I decided to call the company to speak with a supervisor in an attempt to get resolution and request the company take immediate action to ensure I receive the item I purchased without delay and in new condition. I was connected with customer service supervisor David R in Ranch Bernardo in an attempt to resolve the issues. In our conversation Mr. R advised me that there were only four tables remaining in the warehouse and I would stand a better chance of having an undamaged table available if I waited for a warehouse delivery of more inventory scheduled for the next week. I took Mr. R at his word, so he told me he would cancel my fourth delivery scheduled for November 15th and he would advise me when the new shipment of tables arrived at the warehouse to schedule my new delivery date. Late in the evening on the November 14th, after speaking with Mr. R, I received an email requesting a confirmation for the delivery scheduled on the 15th, which I ignored due to my conversation with Mr. R. On the morning of the 15th I received a text message asking to confirm the delivery on the 15th. Now I am under the impressing Mr. R did not cancel the originally scheduled delivery on the 15th and confirmed the delivery scheduled for the 15th which had a delivery window between 11:30 and 15:30. At 10:00 I received an automated phone call telling me the delivery would be arriving at my home in 10 minutes. I waited until 11:30 and when no delivery had arrived I called customer service. I was advised that they would attempt to call the driver and call me back with an update. When I did not receive a return call, I called back to customer service. Again, I was told that they did not know what happened and would attempt to contact the driver and call be back. When I did not receive a call back for the second time, I called back to customer service and asked to speak with a supervisor. I was again connected with Mr. R and he immediately asked me why I had arranged to have the delivery he had already canceled. I was caught in the middle of incompetent employees, company miscommunications, multiple deliveries of damaged goods, approximately 12 hours of my time wasted waiting on deliveries, and an uncooperative supervisor accusing me of complicating the process. I did not want to speak to Mr. R at this point. He had already proved to me he could not resolved the issues and was not understanding of my frustration at all. I wanted to speak with a person in a position of authority that had the power to resolve the circumstances immediately. Mr. R was unable to give me a name or a phone number to contact a supervisor above him to insure my situation be handled promptly and properly and advised me that my only option was to email the company.
Your company has failed miserably at the customer service I have received and a proliferation of incompetence has been displayed by your employees. This situation should never have gotten this far. I would like to be contacted directly by an executive in a position with the ability to correct the customer service failures and resolve this situation immediately. I have wasted enough of my time allowing your company the opportunity to replace the table in a timely and trustworthy manner.
Please contact me immediately,
Jerome's is awesome. I love going to the stores. So far I have a dinette set, AWESOME mattress ( Estate Gel) and a few other things. Next on my list is a sectional.
All my experiences were positive, friendly sales people, same day delivery etc.
I read some of the complaints here, and I figure no one is perfect. Take it with a grain of salt, this is where people mostly come to complain rather than coming here to leave feedback on a positive experience. Read the [redacted] reviews, almost all good stuff there.
I love Jerome's and I'll be back, it's the only place I would consider for buying furniture personally.
For this claim, the entertainment center was picked-up on December 23, 2015.
"Times New Roman"">
The merchandise that was picked-up from the consumers residence was a TV Console and 2 piers/bases.
The refund will be process back to the original method of payment.
In regards to the consumers concerns expressed on the assistance which was received, we assure you this will be further looked into to prevent a similar situation from occurring in the future.
Should the consumer have any additional questions or concerns, she may simply contact us at ([redacted]
Sincerely,
Jerome's Furniture
ORDERED A LEATHER SOFA BACK IN NOVEMBER 2015 WAS TOLD IT WOLD BE 6 TO 12 WEEK TILL IT WOULD BE READY. IT IS NOW APRIL 2016 NO SOFA THEY WILL NOT TELL ME WHEN OR WHAT IS GOING ON. THEY HAVE CHARGED MY CARD. THEY ARE IGNORING ME WE HAVE CALLED MAY TIMES AND GONE BACK TO THE STORE TO GET INFORMATION. THE LASTED IS IT MITE BE A FEW MORE MOUNTS.
In regards to this claim, the consumer contacted us directly back in November 2014.
The consumer was denied through [redacted] who is the carrier of the extended warranty which the consumer purchased.
As a good faith gesture, we provided the consumer $550 in gift certificates which...
were issued on November 13, 2014. The gift certificates were half of the retail cost of which the consumer originally paid for the merchandise in November 2012.
The original warranty to report any manufacturing defects expired on November 25, 2013.
Unfortunately, we will be unable to comply with this consumers request for refund. We went above and beyond our warranty and provided the consumer $550 in gift certificates which can be used toward a future purchase with Jerome's.
Sincerely,
[redacted]
Customer Care Manager
In regards to the above complaint, a service technician is scheduled to repair the sofa in question after 4pm on Thursday January 29, 2015.
The consumer will be contacted directly tomorrow night with the estimated timeframe for the technician to arrive.
Unfortunately, we will not be able to comply with the consumer request for refund of the merchandise; however we are confident the technician will be able to complete the necessary repairs.
Sincerely,
[redacted]
Customer Care Manager
Good afternoon [redacted]
Thank you for reaching out to us. We are sorry to hear of this...
issue.
With all mattress purchases, the warranty is directly through the manufacturer. In most cases, Jerome's is the liaison between the consumer and the manufacturer.
The manufacturer authorizes [redacted] to inspect all mattresses to determine if there is a defect which falls within the warranty guidelines. The inspection which occurs is an industry standard inspection to verify if a structural defect is present which would be covered under the manufacturer’s warranty.
After review of both of the [redacted] reports the mattress has no sags or defects in the structure of the mattress. If there is stain on the mattrress that will void the warranty, however if you have and outside company remove the stain the warranty will be valid and we can send out [redacted] Inspections to do another inspection within 30 days if the indentation gets worse.
We do understand your frustration, however, we are unable to offer any options since there are no defects confirmed by [redacted] that would indicate a structural defect under the manufacturer’s warranty.
In the future, should you believe a structural defect is present, please do not hesitate to contact us at [redacted]
You may also simply reply to this e-mail.
My mom ordered and paid for a chair for my father (who is ill) on December 11 at the Murrieta location and has yet to be contacted when they are delivering it. When she called they told her they were behind because of the holidays. Do not buy furniture from this store!
I purchased a sleeper sofa at the Anaheim location on 10/3/2016. I paid $400 cash for the order and remaining $290 debit/credit. I have yet to receive my item or the status of my order. I called several times, spoke to different people who stated a person contact me with details, I haven't received one call. There was a reason for my purchase. There is story for every furniture purchase. I am a single mother of a 15 year old daughter, living in a 1 bedroom apartment in Pomona, CA. The room is for may daughter, I took the living room . I purchased the sleeper sofa as it is essential for daily living. I am currently sleeping on a $80.00 sleeping mattress waiting for my $700 sleeper sof
! What type of business is Jerry N running. I don't know if I should cancel my order or order a different item. I would like a immediate refund!!
In regards to this
claim, the customer contacted us directly.
Roman"">
We have received the
throw pillow in question, which is scheduled to be transferred to the [redacted]
store this Friday. Once the store has received the throw pillow, we will
contact her to schedule a convenient technician appointment.
We apologize for the inconvenience
which has occurred. A $100 gift certificate was already mailed to the
customer for the inconvenience of the delivery.
Should she need further assistance,
she can contact us directly at [redacted]
Sincerely,
[redacted]
Customer Care Manager
I bought a couch set from Jeromes same color fabric as the floor model I just changed the pillow colors on the decorative pillows. All went well they told me 2 -3 weeks for delivery. This was in mid April 2015, by May 20 I had got the run around every week, first the couch was discontinued, then the couch was on back order 1 week, then it was on back order 5 weeks. The customer service was less then helpful I would get transferred to no one and then get hung up on. Over the phone the store staff was even worse.
I had already got rid of my other couches as we are over a month later from the purchase day so they offer me a loaner couch which didn't arrive until midnight with no phone call to let us know delivery info. The couch smelled like smoke and was sticky we noticed them they said ok tomorrow we will bring a different one.
I financed the couches and the finance company had started debuting my account because they go off the delivery date jeromes tells them. So I'm paying for furniture I do not have at this point that I'm being told is discontinued and back ordered but jeromes is telling me it's not their problem I'm being charged I need to take it up with Syncrany finance.
The next day when I'm suppose to get the new loaner I call and tell them I'm just going to cancel the order all together this was to stressful. They then tell me I can just cancel the order and buy the floor model ( same day delivery and they will send me the pillows in 2 weeks) it will be delivered by the end of that day (Saturday May 24th) I was speaking to them at 9am.
11pm roles around no contact again about delivery so I call the number and they said they will have to driver contact me. We here from the driver a few minutes later saying his 20 mins away. After back and forth communicating with the driver our couches were delivered at 3:12am.
I didn't receive the correct pillows until September 17 2015.
Jeromes did nothing to fix the problem, the cooperate office would not take my calls or address any issues I had. They said they would give us a price adjustment that never happened.