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.
In December, 2013 we purchased the first sofa recliner set from Jerome s furniture. On four separate occasions within the first 3 months, the power transformer, motor, and/or other parts failed. Technicians repaired them, only to have to return when they broke again. Finally a re-selection was made available to us only after 2 trips to the store to complain. We were told no refunds, only in store credit.
Since the problem was electrical, we then chose a traditional mechanical type of couch that reclined manually. The cost was significantly less, and we were forced to buy stuff we didn't want or need. Now, the second set of couches has broken. The sofa has two seats that recline, and one between them that did not. The couches reclining end piece separated from the middle piece at the top, showing a gap. As one would sit in the couch it would then slope down from right to left crooking the spine and hips, causing pain and discomfort to the lower back. The part the repair man ordered did not arrive for 10 weeks. No offer was ever made to substitute the couch during this time period. We were forced to use it as it was, broken. When the part was replaced, it returned back to its former state within a day.
The technician came back to suggest a re-selection yet again. Only one Sofa Set and Recliner met our requirements during this process. There is a difference in cost of $583.00. [redacted], Customer Service Supervisor said that he could not return our money. I do not need $600 in overpriced rugs, or paintings as we have already been thru this before after the first couch (cost $3400, exchanged for $2,500 and had to use up store credit then...)
Tomorrow, 11/22/2014 we will receive the re-selection in our home. My desire is for our refund of 583.20 to be processed in a timely manner. Jerome s does have a refund policy that the $ be returned via CHECK from their corporate office within 10 days of the request on the back of my receipt. No where did it say that this was a NO REFUND/Final Sale transaction especially since the issue was due to defective merchandise on both occasions.
The customer
resolved this claim with our Customer Care Department on 1/24/14.
The complete
sectional was found to be defective and the merchandise is scheduled to be
exchanged on February 9, 2014. The customer
also received a refund of the delivery charge in the amount...
of $169.99 for
inconvenience which occurred upon delivery.
Please feel free
to contact me should you need any further information.
Sincerely,
[redacted]
Customer Care Manager
erome’s Furniture Warehouse
16960 Mesamint Street
San Diego, CA 92127
[redacted]
March 5, 2014
Claim # [redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]
I have
received information...
from the Revdex.com in regards to concerns
expressed on the Power Recliner, which was delivered on December 15, 2013. I apologize for any inconvenience you may
have incurred.
At the time of purchase your merchandise came with two
warranties.
The first warranty is directly through Jerome’s. Our warranty covers any manufacturing defects
which are reported within the first year from the original delivery date. The warranty is for repairs only and covers
any cost of parts and labor.
The secondary warranty, you opted to purchase, is through
a company called [redacted]. This
warranty covers any one-time accidental incidents which may occur in your
residence.
Please refer to the [redacted]
warranty, which you should have received in the mail, for details on the full
coverage.
I do understand your frustration in regards to the
ordering of the parts. Per our records
you have received the necessary parts needed to repair the Power Recliner in
your residence.
A technician appointment is scheduled for Saturday March
8, 2014 to install the parts, which will complete the necessary service on your
recliner.
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 Wareouse
We will refund the difference in pricing of $583 onto the consumers Synchrony Finance (previously GE Financial).
The credit can take up to 2 billing cycles to reflect on the bill. In the case the consumer has already paid off the finance account, Synchrony will issue a refund directly to the consumer.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted]
Thank you for reaching out to us. We apologize for any miscommunication or inconvenience which has...
occurred.
At the time of purchase your merchandise came with a warranty directly through Jerome's. This warranty guarantees your merchandise to be free of any manufacturing defects for one year from the original delivery or pick-up date. Our warranty is for parts and repairs.
After review of your account, the current service for the loveseat is the only issue which has been reported to us for this particular item.
We understand your frustration, however, a repair has never been attempted on this particular loveseat.
We will try to expedite the parts as quickly as possible. If in the future there continues to be an ongoing issue we can certainly see if there would be an alternative option to repairs at that time.
Once your parts have been received we will contact you to schedule a technician appointment for the parts to be installed.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Dear [redacted]
8.5pt"> We thank you for contacting us and apologize for the inconvenience which has occurred.
After review of your account, I have confirmed the delivery was completed on April 9, 2015.
I understand your frustration and know that your time is valuable. We have been in contact with the manufacturer of this particular set since it was brought to our attention there was an error with the shipment.
We apologize this error was not caught sooner to prevent re-deliveries on your invoice. We are currently working on implementations in our warehouse to ensure that this does not occur in the future.
Should you need further assistance or have any additional questions please feel free to contact us directly at [redacted]
Sincerely,
[redacted]
Customer Care Manager
In regards to this
claim, if the "store credit" which was referenced in the claim was an
actual gift certificate (the consumer mentioned coupon) this is
non-transferrable and cannot be redeemed for cash or...
refund.
We were unable to locate
an account where a gift certificate had been issued based upon the consumer’s
information provided in the claim.
The consumer will need
to contact us directly to provide either the order #, phone # or name in which
was used when the gift certificate was issued to see if we can possibly
re-issue the certificate.
Gift certificates have a
one-year expiration date from the time of issuance and after the one-year
period the certificate (s) are null and void.
Please have the consumer
contact us at [redacted]4 so that we may get additional information in regards
to the certificates which were possibly issued.
I bought a leather sofa/sectional a little over two years ago for $2300. Back in April I noticed that the leather was starting to fade in several places on only one sofa. After several months of battling with customer reps from Jerome's (who seem clueless and don't care to want to make things right) I finally got a "tech" to come over my house, take pictures and write a report to send into management. The "tech" took about twenty pictures with his phone and during the time he was taking the photos he was agreeing with my analysis of the fading because the fading was occurring in random places. After he was done he said he would go back to the store write his report and submit the pictures. Literally fifteen minutes later after he had left I received a phone call from a Jerome's rep saying they had taken a look at the pictures and the report and they "determined that the fading was caused from body oils". Are you kidding me!!! Some of the fading was happening where the body doesn't even touch!! I am so disappointed in the quality of the furniture. They should put on the price tag "fading can occur after two years"!! I argued my point with the rep and she asked if I wanted to speak with a manager and of course I said yes. Well it's been three days and no one has reached out to me :( I would love to talk to Jerry and let him know what kind of customer service his company employs. In his commercials he talks so confident about the quality of his "family" owned furniture...............if he only new!!
I bought a slipcovered sofa and chair in June of 2014. About 2 weeks ago I took the sofa slipcover off to clean it. This is only the second time that I have cleaned it because the sofa is only 16 months old. When I tried to put the slipcover back on the zipper broke. The sofa sits in the middle of the living room so it is very visible for all to see the broken zipper. I called customer service and they sent out a tech to look at it. He was literally at my house 2 minutes and said he could not help. I then went to the store and spoke with Katie in customer service. She told me that there was nothing they could do because it was over a year old. Again, it was 16 months old. She said she would contact Synergy Home Furnishings because they were the ones that made the sofa to see if they could send me a new slipcover and that someone would call me on that Monday to let me know (it was a Saturday at this time). Today is Wednesday and I have heard from no one. I called Jerome's today and no one can tell me if Synergy has been contacted. I bought the Guardsmen Protection Plan so called Jerome's back to see if they could give me my contract agreement number so that I could make a claim to see if the zipper might be covered by them. Jerome's transferred me to customer service where the phone just rings and rings for literally 6 minutes and no one picks up. I have tried calling 2 times and get no where. I just want the zipper fixed on my slipcover.... I am not asking for a complete new replacement... Just what is fair. I can't use the sofa like it it and it is only 16 months old. Really Jerome's? You won't help me out here? Again, I have talked to Jerome's customer service department many times and they keep saying that someone else will call me later. Passing the buck onto the next person in line seems to be the way to deal with this.
I contacted the customer and left a message in regards to the claim, an e-mail was also sent to the e-mail address on file.
The reversal of the charge was processed on May 27, 2014, which should have posted onto her account 5 days from the reversal...
date.
A $50 gift certificate has been mailed for the inconvenience which occurred. The certificate is valid for 1 year from the issuance date and can be redeemed at any one of our 9 showroom locations.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
Jerome's Furniture Warehouse
I have received information from the Revdex.com in regards to concerns you have expressed on the dining room set which was delivered on March 10, 2013.
At the time of purchase, your merchandise came with 2 warranties. The first warranty is directly through Jerome’s. This warranty covers any manufacturing defects which are reported within one year from the original delivery date.
Your one year warranty expired on March 10, 2014.
The second warranty, which you opted to purchase, is directly through [redacted]. The [redacted] Protection Plan covers an array of one-time accidental damages. Within 6 weeks after delivery you would have received the full [redacted] Policy in the mail confirming what was covered under the warranty.
The incident with the open seams was reported to Jerome’s in August 2014, which was after the allotted time period for the 1 year warranty. The technician was sent out to your residence as a one-time offer to repair the seams on a best effort basis.
I do understand your frustration and apologize for any miscommunication which may have occurred. We are unable to comply with your request for refund of your merchandise, however, should you wish to request a refund on the [redacted] Protection Plan, please send a request directly to [redacted] by simply contacting them at [redacted].
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, the consumer received an exchange of the merchandise in question on April 23, 2016.
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We do understand the consumer’s frustration and apologize for the inconvenience. In regards to the Consumer Affairs claim which was submitted we contacted the associate in charge of the claim directly, however, we never received any additional information from the Department of Consumer Affairs to further assist them with the claim.
For the inconvenience which occurred, we will refund $100 to the consumer. The refund will be processed back onto the [redacted] on file ending in [redacted]; credit Card refunds can take 5-7 business days to reflect as an available credit.
Should the consumer need further assistance, they may contact us at (866) 633-4094.
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.From: [redacted]Date: Wed, Sep 17, 2014 at 10:39 PMSubject: Re: You have a new message from the Revdex.comTo: [redacted]
Thank you so much, they said they will return my money, 100.00 short which is not right and they picked up the furniture right away. but they would not give me the money, they said they will give it to the credit card, and the credit card company ** would give me what is left after loan is paid, I called they said it will take time, I should have my money by now.
Maybe you can get then to send it. Please? It makes no sense to me since I have very good credit, why they would not give me my money back, and I can pay the credit card Company, but they would not give me the money.
I am getting worried, I don't have the money, and I wont get a full refund.
My number is [redacted] I don't know If you have it.
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, 2015.
An exchange was also set
up, due the merchandise being damaged and the exchange is scheduled on August
11, 2015.
Should you need further
assistance or have any questions or concerns, please do not hesitate to contact
us at [redacted]
I called and left a message for the consumer directly and also sent the below e-mail to the e-mail address which was provided on the claim:
Dear [redacted]...
[redacted]
I left a message on your cell phone in regards to a Revdex.com claim we received. I do understand your frustration and apologize for any miscommunication which has occurred.
Jerome’s as well as the manufacturer will warranty any manufacturing defects which are reported within the 1st year from the original delivery date. The one year warranty on your 2 piece sectional expired on February 15, 2012.
The [redacted], which you opted to purchase, does cover an array of one-time accidental stains and damages. Unfortunately peeling of leather is not covered since this type of damage does not occur from a one-time occurrence but accumulates over a period of time. After review of your account, I have confirmed a $100 gift certificate was mailed to your residence for the peeling of leather and the [redacted] claim being denied.
As a good faith gesture we can offer you 50% off the retail price (in gift certificates) of the sofa and loveseat for the peeling which has occurred.
The total amount of gift certificates would be $400.
I can mail you out the remaining $300 in gift certificates, since $100 was already issued.
If you can please confirm your current address, I can gladly have these mailed out this week.
Sincerely,
[redacted]
Customer Care Manager
I did receive a phone call from the same lady from Jerome's furniture that has called me multiple times to schedule and cancel my appointments on 27January. She told me that the repair staff would be able to come to my home after 4pm on 29 January and that I would receive a phone call, or email confirming a time window on the evening of 28 January. Just like every other time that I tried to schedule a service appointment, NO ONE contacted me with a time frame window to show up to my house the evening prior to my appointment. This is absolutely ridiculous that I purchased a defective sofa that Jerome's confirmed is defective and they cannot fix it properly.This has been going on for almost 10 months and I still continue to sit on a sofa that feels like a park bench
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]
Thank you for reaching out to
us. We do understand your situation and appreciate you expressing your
concerns.
For the Queen sized
mattress in question, which was delivered on September 2, 2009, the warranty
for this mattress, is directly through [redacted]
Unfortunately Jerome's
does not warranty this mattress and as such we are unable to intervene between
a decision of the warranty between the consumer and [redacted] We also are
unable to provide any options in regards to this mattress since the warranty is
fulfilled directly through the manufacturer.
With all manufacturers
of mattresses the warranty does indicate that any stains on the mattress will
void the warranty. In most cases, if you are able to fully clean the
stain to where it is not visible the manufacturer may possibly still warranty
the mattress.
This information will
need to be verified directly through Simmons, since this claim is currently
with their company.
We apologize for any
miscommunication which may have occurred.
Should you need further
assistance on how to contact Simmons directly or if you have any other
questions, please feel free to contact us at (866) 633-4094.
Sincerely,
Jerome's Furniture
Dear [redacted]
Thank you for providing us with additional information, we understand your frustration.
Our warranty is for parts and repairs and guarantees your merchandise to be free of manufacturing defects if reported within the 1st year from the original delivery/pick-up date.
We will try to expedite your part as quickly as possible, however, since this was the first incident which was reported on this particular item we are unable to provide further options.
Once your parts have been received we will contact you to schedule a technician appointment.
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
I ordered a sofa from the Torrance Store, and was advised that I would receive it on 4 weeks. I did....but without a middle cushion! I was advised that this would be requested from the manufacturer and that I should have it SOON! 4 weeks later and nothing was received. After multiple phone calls and no resolution, I put a stop on the payment of my credit card. Still, the cushion only cam 2 weeks after that at this point I finally received a call from customer service asking if all was okay.
Long story short, I got a letter fro a collection company advising that I pay or.
If you ever want to buy a couch or anything from Jerome's Furniture, if it's not available on the floor for immediate delivery, I would refrain.
I would rather pay more and get my stuff from another store that will be more customer friendly and efficient.
Needless to say, I will not be back there. Will not be fooled by all these great commercials at prime TV time.
And yes, I have paid their money. I would never want anything to do with Jerome's Furniture again!
Our corporate office said it was OK to take back the table for a full refund including the original delivery fee as a courtesy to the customer.
Yes, we called and were only able to leave a message for the customer.
Customer has not called us back.
The notes are listed in the order if the customer does contact us back we can still pick it up, but I am only able to extend the offer for the pick-up for an additional week and a half.
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.
In December, 2013 we purchased the first sofa recliner set from Jerome s furniture. On four separate occasions within the first 3 months, the power transformer, motor, and/or other parts failed. Technicians repaired them, only to have to return when they broke again. Finally a re-selection was made available to us only after 2 trips to the store to complain. We were told no refunds, only in store credit.
Since the problem was electrical, we then chose a traditional mechanical type of couch that reclined manually. The cost was significantly less, and we were forced to buy stuff we didn't want or need. Now, the second set of couches has broken. The sofa has two seats that recline, and one between them that did not. The couches reclining end piece separated from the middle piece at the top, showing a gap. As one would sit in the couch it would then slope down from right to left crooking the spine and hips, causing pain and discomfort to the lower back. The part the repair man ordered did not arrive for 10 weeks. No offer was ever made to substitute the couch during this time period. We were forced to use it as it was, broken. When the part was replaced, it returned back to its former state within a day.
The technician came back to suggest a re-selection yet again. Only one Sofa Set and Recliner met our requirements during this process. There is a difference in cost of $583.00. [redacted], Customer Service Supervisor said that he could not return our money. I do not need $600 in overpriced rugs, or paintings as we have already been thru this before after the first couch (cost $3400, exchanged for $2,500 and had to use up store credit then...)
Tomorrow, 11/22/2014 we will receive the re-selection in our home. My desire is for our refund of 583.20 to be processed in a timely manner. Jerome s does have a refund policy that the $ be returned via CHECK from their corporate office within 10 days of the request on the back of my receipt. No where did it say that this was a NO REFUND/Final Sale transaction especially since the issue was due to defective merchandise on both occasions.
The customer
resolved this claim with our Customer Care Department on 1/24/14.
The complete
sectional was found to be defective and the merchandise is scheduled to be
exchanged on February 9, 2014. The customer
also received a refund of the delivery charge in the amount...
of $169.99 for
inconvenience which occurred upon delivery.
Please feel free
to contact me should you need any further information.
Sincerely,
[redacted]
Customer Care Manager
erome’s Furniture Warehouse
16960 Mesamint Street
San Diego, CA 92127
[redacted]
March 5, 2014
Claim # [redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]
I have
received information...
from the Revdex.com in regards to concerns
expressed on the Power Recliner, which was delivered on December 15, 2013. I apologize for any inconvenience you may
have incurred.
At the time of purchase your merchandise came with two
warranties.
The first warranty is directly through Jerome’s. Our warranty covers any manufacturing defects
which are reported within the first year from the original delivery date. The warranty is for repairs only and covers
any cost of parts and labor.
The secondary warranty, you opted to purchase, is through
a company called [redacted]. This
warranty covers any one-time accidental incidents which may occur in your
residence.
Please refer to the [redacted]
warranty, which you should have received in the mail, for details on the full
coverage.
I do understand your frustration in regards to the
ordering of the parts. Per our records
you have received the necessary parts needed to repair the Power Recliner in
your residence.
A technician appointment is scheduled for Saturday March
8, 2014 to install the parts, which will complete the necessary service on your
recliner.
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 Wareouse
We will refund the difference in pricing of $583 onto the consumers Synchrony Finance (previously GE Financial).
The credit can take up to 2 billing cycles to reflect on the bill. In the case the consumer has already paid off the finance account, Synchrony will issue a refund directly to the consumer.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted]
Thank you for reaching out to us. We apologize for any miscommunication or inconvenience which has...
occurred.
At the time of purchase your merchandise came with a warranty directly through Jerome's. This warranty guarantees your merchandise to be free of any manufacturing defects for one year from the original delivery or pick-up date. Our warranty is for parts and repairs.
After review of your account, the current service for the loveseat is the only issue which has been reported to us for this particular item.
We understand your frustration, however, a repair has never been attempted on this particular loveseat.
We will try to expedite the parts as quickly as possible. If in the future there continues to be an ongoing issue we can certainly see if there would be an alternative option to repairs at that time.
Once your parts have been received we will contact you to schedule a technician appointment for the parts to be installed.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
Dear [redacted]
8.5pt"> We thank you for contacting us and apologize for the inconvenience which has occurred.
After review of your account, I have confirmed the delivery was completed on April 9, 2015.
I understand your frustration and know that your time is valuable. We have been in contact with the manufacturer of this particular set since it was brought to our attention there was an error with the shipment.
We apologize this error was not caught sooner to prevent re-deliveries on your invoice. We are currently working on implementations in our warehouse to ensure that this does not occur in the future.
Should you need further assistance or have any additional questions please feel free to contact us directly at [redacted]
Sincerely,
[redacted]
Customer Care Manager
In regards to this
claim, if the "store credit" which was referenced in the claim was an
actual gift certificate (the consumer mentioned coupon) this is
non-transferrable and cannot be redeemed for cash or...
refund.
We were unable to locate
an account where a gift certificate had been issued based upon the consumer’s
information provided in the claim.
The consumer will need
to contact us directly to provide either the order #, phone # or name in which
was used when the gift certificate was issued to see if we can possibly
re-issue the certificate.
Gift certificates have a
one-year expiration date from the time of issuance and after the one-year
period the certificate (s) are null and void.
Please have the consumer
contact us at [redacted]4 so that we may get additional information in regards
to the certificates which were possibly issued.
Sincerely,
Jerome's Furniture
I bought a leather sofa/sectional a little over two years ago for $2300. Back in April I noticed that the leather was starting to fade in several places on only one sofa. After several months of battling with customer reps from Jerome's (who seem clueless and don't care to want to make things right) I finally got a "tech" to come over my house, take pictures and write a report to send into management. The "tech" took about twenty pictures with his phone and during the time he was taking the photos he was agreeing with my analysis of the fading because the fading was occurring in random places. After he was done he said he would go back to the store write his report and submit the pictures. Literally fifteen minutes later after he had left I received a phone call from a Jerome's rep saying they had taken a look at the pictures and the report and they "determined that the fading was caused from body oils". Are you kidding me!!! Some of the fading was happening where the body doesn't even touch!! I am so disappointed in the quality of the furniture. They should put on the price tag "fading can occur after two years"!! I argued my point with the rep and she asked if I wanted to speak with a manager and of course I said yes. Well it's been three days and no one has reached out to me :( I would love to talk to Jerry and let him know what kind of customer service his company employs. In his commercials he talks so confident about the quality of his "family" owned furniture...............if he only new!!
I bought a slipcovered sofa and chair in June of 2014. About 2 weeks ago I took the sofa slipcover off to clean it. This is only the second time that I have cleaned it because the sofa is only 16 months old. When I tried to put the slipcover back on the zipper broke. The sofa sits in the middle of the living room so it is very visible for all to see the broken zipper. I called customer service and they sent out a tech to look at it. He was literally at my house 2 minutes and said he could not help. I then went to the store and spoke with Katie in customer service. She told me that there was nothing they could do because it was over a year old. Again, it was 16 months old. She said she would contact Synergy Home Furnishings because they were the ones that made the sofa to see if they could send me a new slipcover and that someone would call me on that Monday to let me know (it was a Saturday at this time). Today is Wednesday and I have heard from no one. I called Jerome's today and no one can tell me if Synergy has been contacted. I bought the Guardsmen Protection Plan so called Jerome's back to see if they could give me my contract agreement number so that I could make a claim to see if the zipper might be covered by them. Jerome's transferred me to customer service where the phone just rings and rings for literally 6 minutes and no one picks up. I have tried calling 2 times and get no where. I just want the zipper fixed on my slipcover.... I am not asking for a complete new replacement... Just what is fair. I can't use the sofa like it it and it is only 16 months old. Really Jerome's? You won't help me out here? Again, I have talked to Jerome's customer service department many times and they keep saying that someone else will call me later. Passing the buck onto the next person in line seems to be the way to deal with this.
I contacted the customer and left a message in regards to the claim, an e-mail was also sent to the e-mail address on file.
The reversal of the charge was processed on May 27, 2014, which should have posted onto her account 5 days from the reversal...
date.
A $50 gift certificate has been mailed for the inconvenience which occurred. The certificate is valid for 1 year from the issuance date and can be redeemed at any one of our 9 showroom locations.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
Jerome's Furniture Warehouse
Dear [redacted],
I have received information from the Revdex.com in regards to concerns you have expressed on the dining room set which was delivered on March 10, 2013.
At the time of purchase, your merchandise came with 2 warranties. The first warranty is directly through Jerome’s. This warranty covers any manufacturing defects which are reported within one year from the original delivery date.
Your one year warranty expired on March 10, 2014.
The second warranty, which you opted to purchase, is directly through [redacted]. The [redacted] Protection Plan covers an array of one-time accidental damages. Within 6 weeks after delivery you would have received the full [redacted] Policy in the mail confirming what was covered under the warranty.
The incident with the open seams was reported to Jerome’s in August 2014, which was after the allotted time period for the 1 year warranty. The technician was sent out to your residence as a one-time offer to repair the seams on a best effort basis.
I do understand your frustration and apologize for any miscommunication which may have occurred. We are unable to comply with your request for refund of your merchandise, however, should you wish to request a refund on the [redacted] Protection Plan, please send a request directly to [redacted] by simply contacting them at [redacted].
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, the consumer received an exchange of the merchandise in question on April 23, 2016.
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We do understand the consumer’s frustration and apologize for the inconvenience. In regards to the Consumer Affairs claim which was submitted we contacted the associate in charge of the claim directly, however, we never received any additional information from the Department of Consumer Affairs to further assist them with the claim.
For the inconvenience which occurred, we will refund $100 to the consumer. The refund will be processed back onto the [redacted] on file ending in [redacted]; credit Card refunds can take 5-7 business days to reflect as an available credit.
Should the consumer need further assistance, they may contact us at (866) 633-4094.
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.From: [redacted]Date: Wed, Sep 17, 2014 at 10:39 PMSubject: Re: You have a new message from the Revdex.comTo: [redacted]
Thank you so much, they said they will return my money, 100.00 short which is not right and they picked up the furniture right away. but they would not give me the money, they said they will give it to the credit card, and the credit card company ** would give me what is left after loan is paid, I called they said it will take time, I should have my money by now.
Maybe you can get then to send it. Please? It makes no sense to me since I have very good credit, why they would not give me my money back, and I can pay the credit card Company, but they would not give me the money.
I am getting worried, I don't have the money, and I wont get a full refund.
My number is [redacted] I don't know If you have it.
Dear [redacted]
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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, 2015.
An exchange was also set
up, due the merchandise being damaged and the exchange is scheduled on August
11, 2015.
Should you need further
assistance or have any questions or concerns, please do not hesitate to contact
us at [redacted]
Sincerely,
[redacted]
Customer Care Manager
I called and left a message for the consumer directly and also sent the below e-mail to the e-mail address which was provided on the claim:
Dear [redacted]...
[redacted]
I left a message on your cell phone in regards to a Revdex.com claim we received. I do understand your frustration and apologize for any miscommunication which has occurred.
Jerome’s as well as the manufacturer will warranty any manufacturing defects which are reported within the 1st year from the original delivery date. The one year warranty on your 2 piece sectional expired on February 15, 2012.
The [redacted], which you opted to purchase, does cover an array of one-time accidental stains and damages. Unfortunately peeling of leather is not covered since this type of damage does not occur from a one-time occurrence but accumulates over a period of time. After review of your account, I have confirmed a $100 gift certificate was mailed to your residence for the peeling of leather and the [redacted] claim being denied.
As a good faith gesture we can offer you 50% off the retail price (in gift certificates) of the sofa and loveseat for the peeling which has occurred.
The total amount of gift certificates would be $400.
I can mail you out the remaining $300 in gift certificates, since $100 was already issued.
If you can please confirm your current address, I can gladly have these mailed out this week.
Sincerely,
[redacted]
Customer Care Manager
I did receive a phone call from the same lady from Jerome's furniture that has called me multiple times to schedule and cancel my appointments on 27January. She told me that the repair staff would be able to come to my home after 4pm on 29 January and that I would receive a phone call, or email confirming a time window on the evening of 28 January. Just like every other time that I tried to schedule a service appointment, NO ONE contacted me with a time frame window to show up to my house the evening prior to my appointment. This is absolutely ridiculous that I purchased a defective sofa that Jerome's confirmed is defective and they cannot fix it properly.This has been going on for almost 10 months and I still continue to sit on a sofa that feels like a park bench
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]
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Thank you for reaching out to
us. We do understand your situation and appreciate you expressing your
concerns.
For the Queen sized
mattress in question, which was delivered on September 2, 2009, the warranty
for this mattress, is directly through [redacted]
Unfortunately Jerome's
does not warranty this mattress and as such we are unable to intervene between
a decision of the warranty between the consumer and [redacted] We also are
unable to provide any options in regards to this mattress since the warranty is
fulfilled directly through the manufacturer.
With all manufacturers
of mattresses the warranty does indicate that any stains on the mattress will
void the warranty. In most cases, if you are able to fully clean the
stain to where it is not visible the manufacturer may possibly still warranty
the mattress.
This information will
need to be verified directly through Simmons, since this claim is currently
with their company.
We apologize for any
miscommunication which may have occurred.
Should you need further
assistance on how to contact Simmons directly or if you have any other
questions, please feel free to contact us at (866) 633-4094.
Sincerely,
Jerome's Furniture
Dear [redacted]
Thank you for providing us with additional information, we understand your frustration.
Our warranty is for parts and repairs and guarantees your merchandise to be free of manufacturing defects if reported within the 1st year from the original delivery/pick-up date.
We will try to expedite your part as quickly as possible, however, since this was the first incident which was reported on this particular item we are unable to provide further options.
Once your parts have been received we will contact you to schedule a technician appointment.
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
I ordered a sofa from the Torrance Store, and was advised that I would receive it on 4 weeks. I did....but without a middle cushion! I was advised that this would be requested from the manufacturer and that I should have it SOON! 4 weeks later and nothing was received. After multiple phone calls and no resolution, I put a stop on the payment of my credit card. Still, the cushion only cam 2 weeks after that at this point I finally received a call from customer service asking if all was okay.
Long story short, I got a letter fro a collection company advising that I pay or.
If you ever want to buy a couch or anything from Jerome's Furniture, if it's not available on the floor for immediate delivery, I would refrain.
I would rather pay more and get my stuff from another store that will be more customer friendly and efficient.
Needless to say, I will not be back there. Will not be fooled by all these great commercials at prime TV time.
And yes, I have paid their money. I would never want anything to do with Jerome's Furniture again!
Our corporate office said it was OK to take back the table for a full refund including the original delivery fee as a courtesy to the customer.
Yes, we called and were only able to leave a message for the customer.
Customer has not called us back.
The notes are listed in the order if the customer does contact us back we can still pick it up, but I am only able to extend the offer for the pick-up for an additional week and a half.
This will expire on 6/13/16.