In regards to this claim the customer already reselected on her merchandise.
The new selection was delivered on March 14, 2015.
Please let me know if you need any additional information.
Thank you,
[redacted]
Customer Care...
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us; we apologize for any inconvenience which has occurred.
After review of your account, the merchandise in question was delivered on August 16, 2015. The damages were reported on August 31, 2015, which is past the grace period to report scratches.
We did offer to exchange the merchandise, however, per your request you asked to keep as is, which we would then offer 10% off the retail cost of the item in question which is a total of $153. At this time you opted to not keep the merchandise as is or to have us exchange the merchandise.
We do understand your frustration, however, once the merchandise has been delivered we do not offer a return policy and our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date.
As of now, we are unable to honor the 10% off due to the length of time which has passed since you initially reported this issue and the last time you were in contact with us.
We can gladly send one of our service technicians to the residence to confirm the condition of the merchandise as well as the current damages to confirm what we can offer as of now.
We offer technician appointments in your area 7 days a week (if you are not on base); the next currently available appointment is Monday February 8, 2016.
In regards to the property damage this information was sent to our 3rd party delivery company who makes our deliveries. A member of [redacted] management staff would have been in direct contact with you in regards to the stains caused on your carpet.
Correspondence has been sent to them to contact you by the end of this week in regards to the property damage claim.
To schedule a technician appointment, simply contact us at[redacted] and we can gladly assist you further.
Sincerely,
Jerome's Furniture
Horrible customer service. We ordered a king size airloome be mattress and a bed frame last 11/27/15 and was initially advised that the delivery will be scheduled to 12/03/15 due to mattress is made per order. Then we got a call that delivery is moved to Saturday 12/05/15 due to bed is not completed until Friday, 12/04/15. Also, was advised that we will received an email confirming the time and per the email received delivery date is Saturday 12/05/15 and time is between 8:30am to 12-30pm. Saturday morning, I got a call that time was moved from morning to evening schedule between 6-10pm due to overload. I 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 me. This is the kind of service done by this company, instead of helping resolved the issue, they treated customer so rudely.
We are working directly with the customer on this claim. [redacted] will cover the claim and the customer is aware we will be back in contact with him by Monday to confirm how the claim will be processed.
Sincerely,
Jerome's Furniture
Dear [redacted]
I have received additional information from the Revdex.com in regards to the mattress which was delivered on August 2, 2014.
I do understand your frustration, however, all of our bedding including mattresses are non-returnable/exchangeable. At the time of purchase, we have all consumers sign both a mattress receipt as well as the back of our sales receipt to indicate our warranty and return policy.
You do currently have the warranty through the manufacturer for any manufacturing defects which may arise, however, the manufacturer does not warranty comfort.
With all mattresses, we do recommend rotating your mattress within the first 2 weeks from the delivery date and in increments of every 2-4 months after this time. This allows the mattress to evenly break in and conform to the level of comfort you are looking for.
If you do believe there is a defect with your mattress, please feel free to contact Customer Care at ([redacted] and we gladly send the manufacturer approved inspection company to review the mattress in your residence.
Please do not hesitate to contact us should you have any additional questions or concerns.
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.
Regards,
[redacted]
I would like to accept the $250 in certificate but we paid for a 5 year warranty in which the sales person stated everything, including even accidents were covered, let it be known that is not even an accident just faulty low grade grade furniture. I do not believe this is good faith. If you push on a customer a 5 year warranty for an additional amount, you should stand behind it, after purchase was complete I was given a pamphlet with a number to call if repairs needed to be made, at no time was it ever mentioned this would be through a 3rd party. This to me feels like misrepresentation.
I had tried for the last year to get help from Jeromes directly with no help just rudeness. All we really want is furniture that lasts for the time of warranty and for you to honor said warranty. We started asking for repairs when the couch was 3 years old, , it just doesn't seem too much to ask for repairs, that to me is good faith, repairs in your warehouse seems to me to be the same as $250 in store credit. I would like to extend a personal invite for the company to personally look at the couch and tell me this is the furniture they stand behind like their advertising and selling in showroom.
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for the inconvenience which has occurred.
After review of your account, the delivery fee in the amount of $89.99 was refunded on February 23, 2016 onto the [redacted] Card on file.
We do understand your frustration; however, we are unable to provide a discount off your purchase price. The delivery fee has been refunded due to the inconvenience which occurred.
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My point is being missed entirely and no responsibilty is being taken by Jeromes. The reason I bought the furniture was be because I was told by your salesperson the warranty covered all! Warranty is not valid because furniture was a clearance item. So, return of 75$ does nothing. I would not have bought the furniture if warranty was not going to be valid. I would have bought something else so that I could have peace of mind. I was lied to just to make a sale. Now Im stuck with furniture with no warranty! One more time...the warranty is why I bought furniture.
Regards,[redacted]
In regards to this
claim, the actual part was approved to be ordered from the extended warranty
carrier, [redacted]
Roman","serif";
mso-fareast-font-family:"Times New Roman"">
The part in question was
not ordered under the Jerome's warranty through Jerome's, since the warranty on
the merchandise in question expired on September 9, 2014.
A claim was processed
through [redacted] and in return [redacted] notified Jerome's to order the
part.
We are unable to comply
with the consumers request for refund. Correspondence has been sent to
our manufacturer to find out when the part was shipped and is estimated to be
received.
If by chance there are
any issues with the part order, we will contact [redacted] directly to let them
know the additional information to contact you to offer alternative options in
lieu of providing the part.
A Customer Care
Representative will contact you from Jerome's within 24-48 hours in regards to
your parts.
Please feel free to
contact us at [redacted] should you have any additional questions or
concerns.
The consumer will be contacted directly with a final resolution in regards this claim.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
For this claim, the special order arrived in our warehouse and the consumer is being contacted directly to schedule a convenient delivery date.
The delivery fee was also refunded due to the inconvenience.
Should you have additional questions,...
please feel free to contact us at [redacted]
Sincerely,
Jerome's Furniture
Dear [redacted],
I have
received correspondence from the Revdex.com in regards to concerns you
have expressed on the sectional which was delivered on May 22,...
2013. I apologize for any inconvenience which you
may have incurred.
At the time of purchase, your merchandise came with a 1 year
warranty directly through Jerome’s. This
warranty is for repairs only and covers any manufacturing defects which are
reported within the 1st year from the original date of
delivery. This includes any parts, labor
and necessary transportation.
I do understand your frustration; however, we will be unable
to comply with your request for refund on the sectional.
I can however offer you the option to reselect to something
else in any one of our 9 showrooms.
The offer is valid for merchandise of equal or greater
value. There will be no additional
delivery fee for the merchandise to be delivered to your residence. At the time of delivery, we will pick-up the
existing sectional.
Your account has been notated with this offer, which is
valid until February 21, 2014.
Please do not hesitate to contact us at [redacted]
should you have any additional questions or concerns.
Sincerely,
[redacted]Customer Care Manager
Purchased Dynasty dinette set last week @ Murrieta, CA store (viewed online b4 purchase), picked up this past Saturday (9/24 ). Sales/support staff & loading crew were most professional & helpful. However, near the end if my personal assembly of a chair, discovered that 1 chair support brace was assembled/manufactured incorrectly - due to my distance from the store, I elected to modify the part rather than return to store for replacement part (involved drilling a hole in the support). Otherwise, I am still fond of our purchase. Thought you'd like to know.
In regards to the above complaint, the customer has already been contacted directly by Jerome's via the e-mails sent.
The customer is unable to place an order online since she wishes to use the $100 credit which was given to her for inconvenience.
The purchase will need to be made...
in one of our store locations for the credit to be used.
The consumer is aware of this information.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
One of our Customer Care
Managers, [redacted], was in contact with this consumer last week. As of
now the information was sent to [redacted] and [redacted] is conducting an
investigation.
[redacted] has notified
us that they will be in direct contact with the consumer. At this time we
are unable to process anything further until [redacted] has conducted their own
investigation.
The consumer also
advised he filed the dispute with [redacted] the week of Thanksgiving.
As of now the filing
will have to proceed with [redacted] directly.
If the consumer has any
additional questions, until [redacted] contacts us, he may contact us at [redacted]
Sincerely,
Jerome's Furniture
This furniture store should be shutdown. Rude employees, horrible customer service, and a management staff that needs a crash course in customer service, attitude adjustment, and proper business etiquette. Seek furniture buying elsewhere. Buyers BEWARE.
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] 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.
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]
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any inconvenience or miscommunication which may have occurred.
With all of our mattress purchases each consumer signs a mattress receipt to confirm the correct mattress/foundation has been written up. Once the mattress has been delivered we do not have a refund/reselection policy and all mattress/bedding sales are final.
After review of the order with your sales person the item which was selected at the time of purchase was written up.
We apologize if the mattress did not reach the level of comfort which you are seeking. We recommend to rotate the mattress every 2-3 weeks for the first couple of months of use to allow the mattress to contour to your comfort level.
You also have a warranty directly through the manufacturer for any structural/manufacturing defects which you may notice. If you believe your mattress have a manufacturing defect, please do not hesitate to contact us at ([redacted] and we can gladly assist you further.
Should you have any questions or concerns, please do not hesitate to contact us at the number listed above.
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim the customer already reselected on her merchandise.
The new selection was delivered on March 14, 2015.
Please let me know if you need any additional information.
Thank you,
[redacted]
Customer Care...
Manager
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us; we apologize for any inconvenience which has occurred.
After review of your account, the merchandise in question was delivered on August 16, 2015. The damages were reported on August 31, 2015, which is past the grace period to report scratches.
We did offer to exchange the merchandise, however, per your request you asked to keep as is, which we would then offer 10% off the retail cost of the item in question which is a total of $153. At this time you opted to not keep the merchandise as is or to have us exchange the merchandise.
We do understand your frustration, however, once the merchandise has been delivered we do not offer a return policy and our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date.
As of now, we are unable to honor the 10% off due to the length of time which has passed since you initially reported this issue and the last time you were in contact with us.
We can gladly send one of our service technicians to the residence to confirm the condition of the merchandise as well as the current damages to confirm what we can offer as of now.
We offer technician appointments in your area 7 days a week (if you are not on base); the next currently available appointment is Monday February 8, 2016.
In regards to the property damage this information was sent to our 3rd party delivery company who makes our deliveries. A member of [redacted] management staff would have been in direct contact with you in regards to the stains caused on your carpet.
Correspondence has been sent to them to contact you by the end of this week in regards to the property damage claim.
To schedule a technician appointment, simply contact us at[redacted] and we can gladly assist you further.
Sincerely,
Jerome's Furniture
Horrible customer service. We ordered a king size airloome be mattress and a bed frame last 11/27/15 and was initially advised that the delivery will be scheduled to 12/03/15 due to mattress is made per order. Then we got a call that delivery is moved to Saturday 12/05/15 due to bed is not completed until Friday, 12/04/15. Also, was advised that we will received an email confirming the time and per the email received delivery date is Saturday 12/05/15 and time is between 8:30am to 12-30pm. Saturday morning, I got a call that time was moved from morning to evening schedule between 6-10pm due to overload. I 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 me. This is the kind of service done by this company, instead of helping resolved the issue, they treated customer so rudely.
We are working directly with the customer on this claim. [redacted] will cover the claim and the customer is aware we will be back in contact with him by Monday to confirm how the claim will be processed.
Sincerely,
Jerome's Furniture
Dear [redacted]
I have received additional information from the Revdex.com in regards to the mattress which was delivered on August 2, 2014.
I do understand your frustration, however, all of our bedding including mattresses are non-returnable/exchangeable. At the time of purchase, we have all consumers sign both a mattress receipt as well as the back of our sales receipt to indicate our warranty and return policy.
You do currently have the warranty through the manufacturer for any manufacturing defects which may arise, however, the manufacturer does not warranty comfort.
With all mattresses, we do recommend rotating your mattress within the first 2 weeks from the delivery date and in increments of every 2-4 months after this time. This allows the mattress to evenly break in and conform to the level of comfort you are looking for.
If you do believe there is a defect with your mattress, please feel free to contact Customer Care at ([redacted] and we gladly send the manufacturer approved inspection company to review the mattress in your residence.
Please do not hesitate to contact us should you have any additional questions or concerns.
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.
Regards,
[redacted]
I would like to accept the $250 in certificate but we paid for a 5 year warranty in which the sales person stated everything, including even accidents were covered, let it be known that is not even an accident just faulty low grade grade furniture. I do not believe this is good faith. If you push on a customer a 5 year warranty for an additional amount, you should stand behind it, after purchase was complete I was given a pamphlet with a number to call if repairs needed to be made, at no time was it ever mentioned this would be through a 3rd party. This to me feels like misrepresentation.
I had tried for the last year to get help from Jeromes directly with no help just rudeness. All we really want is furniture that lasts for the time of warranty and for you to honor said warranty. We started asking for repairs when the couch was 3 years old, , it just doesn't seem too much to ask for repairs, that to me is good faith, repairs in your warehouse seems to me to be the same as $250 in store credit. I would like to extend a personal invite for the company to personally look at the couch and tell me this is the furniture they stand behind like their advertising and selling in showroom.
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for the inconvenience which has occurred.
After review of your account, the delivery fee in the amount of $89.99 was refunded on February 23, 2016 onto the [redacted] Card on file.
We do understand your frustration; however, we are unable to provide a discount off your purchase price. The delivery fee has been refunded due to the inconvenience which occurred.
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
Revdex.com:
I would like to reject the offer of Arbitration for complaint ID [redacted]
Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My point is being missed entirely and no responsibilty is being taken by Jeromes. The reason I bought the furniture was be because I was told by your salesperson the warranty covered all! Warranty is not valid because furniture was a clearance item. So, return of 75$ does nothing. I would not have bought the furniture if warranty was not going to be valid. I would have bought something else so that I could have peace of mind. I was lied to just to make a sale. Now Im stuck with furniture with no warranty! One more time...the warranty is why I bought furniture.
Regards,[redacted]
In regards to this
claim, the actual part was approved to be ordered from the extended warranty
carrier, [redacted]
Roman","serif";
mso-fareast-font-family:"Times New Roman"">
The part in question was
not ordered under the Jerome's warranty through Jerome's, since the warranty on
the merchandise in question expired on September 9, 2014.
A claim was processed
through [redacted] and in return [redacted] notified Jerome's to order the
part.
We are unable to comply
with the consumers request for refund. Correspondence has been sent to
our manufacturer to find out when the part was shipped and is estimated to be
received.
If by chance there are
any issues with the part order, we will contact [redacted] directly to let them
know the additional information to contact you to offer alternative options in
lieu of providing the part.
A Customer Care
Representative will contact you from Jerome's within 24-48 hours in regards to
your parts.
Please feel free to
contact us at [redacted] should you have any additional questions or
concerns.
Sincerely,
Jerome's Furniture
The consumer will be contacted directly with a final resolution in regards this claim.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
For this claim, the special order arrived in our warehouse and the consumer is being contacted directly to schedule a convenient delivery date.
The delivery fee was also refunded due to the inconvenience.
Should you have additional questions,...
please feel free to contact us at [redacted]
Sincerely,
Jerome's Furniture
Dear [redacted],
I have
received correspondence from the Revdex.com in regards to concerns you
have expressed on the sectional which was delivered on May 22,...
2013. I apologize for any inconvenience which you
may have incurred.
At the time of purchase, your merchandise came with a 1 year
warranty directly through Jerome’s. This
warranty is for repairs only and covers any manufacturing defects which are
reported within the 1st year from the original date of
delivery. This includes any parts, labor
and necessary transportation.
I do understand your frustration; however, we will be unable
to comply with your request for refund on the sectional.
I can however offer you the option to reselect to something
else in any one of our 9 showrooms.
The offer is valid for merchandise of equal or greater
value. There will be no additional
delivery fee for the merchandise to be delivered to your residence. At the time of delivery, we will pick-up the
existing sectional.
Your account has been notated with this offer, which is
valid until February 21, 2014.
Please do not hesitate to contact us at [redacted]
should you have any additional questions or concerns.
Sincerely,
[redacted]Customer Care Manager
Purchased Dynasty dinette set last week @ Murrieta, CA store (viewed online b4 purchase), picked up this past Saturday (9/24 ). Sales/support staff & loading crew were most professional & helpful. However, near the end if my personal assembly of a chair, discovered that 1 chair support brace was assembled/manufactured incorrectly - due to my distance from the store, I elected to modify the part rather than return to store for replacement part (involved drilling a hole in the support). Otherwise, I am still fond of our purchase. Thought you'd like to know.
In regards to the above complaint, the customer has already been contacted directly by Jerome's via the e-mails sent.
The customer is unable to place an order online since she wishes to use the $100 credit which was given to her for inconvenience.
The purchase will need to be made...
in one of our store locations for the credit to be used.
The consumer is aware of this information.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
One of our Customer Care
Managers, [redacted], was in contact with this consumer last week. As of
now the information was sent to [redacted] and [redacted] is conducting an
investigation.
[redacted] has notified
us that they will be in direct contact with the consumer. At this time we
are unable to process anything further until [redacted] has conducted their own
investigation.
The consumer also
advised he filed the dispute with [redacted] the week of Thanksgiving.
As of now the filing
will have to proceed with [redacted] directly.
If the consumer has any
additional questions, until [redacted] contacts us, he may contact us at [redacted]
Sincerely,
Jerome's Furniture
This furniture store should be shutdown. Rude employees, horrible customer service, and a management staff that needs a crash course in customer service, attitude adjustment, and proper business etiquette. Seek furniture buying elsewhere. Buyers BEWARE.
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] 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.
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]
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any inconvenience or miscommunication which may have occurred.
With all of our mattress purchases each consumer signs a mattress receipt to confirm the correct mattress/foundation has been written up. Once the mattress has been delivered we do not have a refund/reselection policy and all mattress/bedding sales are final.
After review of the order with your sales person the item which was selected at the time of purchase was written up.
We apologize if the mattress did not reach the level of comfort which you are seeking. We recommend to rotate the mattress every 2-3 weeks for the first couple of months of use to allow the mattress to contour to your comfort level.
You also have a warranty directly through the manufacturer for any structural/manufacturing defects which you may notice. If you believe your mattress have a manufacturing defect, please do not hesitate to contact us at ([redacted] and we can gladly assist you further.
Should you have any questions or concerns, please do not hesitate to contact us at the number listed above.
Sincerely,
[redacted]
Customer Care Manager