Be warned! Do not pay with cash. I spent over $2,700 on some furniture. I paid extra to have it delivered. I confirmed that I was in their delivery area. This is where the problems begin.
Delivery to my area was on Wednesday only, July 29th. I took the day off and lost income as an attorney because delivery was between 11:00 and 3:00. Could not have been more inconvenient since it was in the middle of the day. Delivery came about 12:30. Ordered 3 pieces. Only two were correct. Called customer service while driver was still in my house. Spoke with Alexis. She promised to have the 3rd piece delivered by 10:00 p.m. on that same day. Needless to say, it did not happen. First broken promise.
Spoke to customer service again on July 30th. "Promises" were made to correct their mistake and deliver on Saturday or Sunday, August 1st or 2nd. Received a call after customer service hours were closed on July 31st advising that furniture would be delivered on August 8th, over a week later thnt expected. Second broken promise. I was able to reach some one about the late delivery on July 31st. They refused to do anything to help me out. Lesson learned. Do not give them your money up front. I would have cancelled my order if I could have. I tried to file a formal complaint about this treatment but was it was not accepted by Revdex.com.
In regards to this
claim:
class="MsoNormal">
Our deliveries are made
through a 3rd party company, [redacted]. All property damage claims
made by their delivery contractors do have to go through the claim process with
their corporate office.
I do understand and
apologize for the inconvenience which has occurred.
We are currently in
contact with [redacted] management to contact the cus[redacted]er within the
next 24-48 hours in regards to the property damage.
Unfortunately, we are
unable to comply with the consumers request for Jerome's to make repairs to him
home; however, we will ensure [redacted] has followed-up with the
consumers claim.
Should you need
additional information, please feel free to contact us at ###-###-####.
In regards to this claim, the pricing for the adjustable bases with the mattresses vary based upon the features of the adjustable base.
The consumer did not provide any specific information in the claim as to what specific item they were looking at on the...
website.
Information has been sent to the San Diego location to have a sales manager contact her for additional information to see if we are able to assist further.
Sincerely,
Jerome's Furniture
Thank you for reaching out to us.
We would like to assist you, however, we are unable to locate any account
base upon your first name, last name, address or phone # which you provided.
We will need the
original order # or the phone # which was used at the time of purchase to be
provided so that we may look up your account to find out which mattress was
purchased.
All of the mattresses
which we sell have a warranty directly through the manufacturer, in some cases;
Jerome's will act as a liaison between the consumer and the manufacturer for
the warranty to be fulfilled.
Without being able to
locate your account, we are unable to assist you further.
If you can please locate the
above information and contact us at [redacted] we can gladly provide
additional information in regards to the manufacturer and the warranty.
In regards to this claim, the consumer was already assisted by a member of our service staff.
mso-fareast-font-family: "Times New Roman"">
The button has been placed on order through the manufacturer.
Should the consumer have any additional questions or concerns, we can be contacted 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.
Please note that the Jerome's rep did not specify what type of pictures she was requesting and that no offer was made regarding how this error of Jerome's could be resolved. I will
send photographs to the Revdex.com regarding case number [redacted] on Friday, August 7, 2015.
Regards,
[redacted]
In regards to this complaint, customer was contacted directly.
The consumer will received the full refund amount, excluding the price of the [redacted], totaling $1,187.99.
This amount is being refunded onto the consumers financing account and can take up to 2...
billing cycles to reflect on his statement.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
The 20% will be refunded back to the credit card on file he used for the original purchase, if it’s still active.
Please confirm back that you accept a 20% credit back to the original purchase credit card.
Credit amount will be $290.00
I just purchased a sofa and loveseat from Jerome's furniture in Murrieta, CA. The sofa and loveseat were delivered. Upon inspection of the sofa and loveseat the next day after delivery I ran my hand across the back of the sofa and was cut by several metal staples sticking out of the back. I did a complete inspection and also found several punctures on the sides of the sofa and loveseat. I spoke to customer service and I was told that a technician would come to my home in two weeks to inspect the items and customer service told me not to use the furniture until it can be fixed. Well, I have no other furniture to sit on in the mean time and the service rep didn't seem to care. I will never shop at Jerome's again and I have closed my credit account with them.
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]
The following paragraph is [redacted]'s response to my initial Revdex.com complaint. She did e-mail me with her telephone contact information. So she does not have to dig around her voicemail searching for my telephone number, here it is, again: [redacted]
"The customer did not provide a phone number on their claim. I e-mailed them back at the e-mail address listed on the complaint.
We are currently working on ways to improve our overall Website to be
more user friendly. Our current Website is under construction and will
be revealed hopefully by the end of 2014.
In the e-mail I gave the customer my direct phone number to contact me should he need further assistance.
Sincerely,
[redacted]
Customer Care Manager"
The Jerome's Furniture Customer Service Manager, [redacted], did e-mail me her telephone number and direct extension - as she mentioned to you, she did. In the last ten days, I've called, heard her voice announce her name, and left 3 messages with my telephone number asking her to call me back, as she signaled she would. I've heard nothing back from her or Jerome's. There's no excuse - none - as the Customer Care Manager - for [redacted], or someone assigned by her - not to have returned my calls. I continue to maintain that customer service at Jerome's is sorely lacking and rude. Although [redacted]'s friendly commercials suggest that shopping by phone, walk-in, or via internet is the same smooth, friendly experience, it is not. As I mentioned in my first letter to the Revdex.com, it is impossible to get a live person on the phone at [redacted]'s Corporate. The only voicemail that would pick up belonged to Human Resources, and they, too, did not return my call or refer my call to someone who could handle my complaint. I tried the Customer Service/ Deliveries extension and got a rude salesperson interested in my order number only.
She was ill-equipped to handle my complaint. Jerome's should know that there are MANY furniture stores in San Diego, and online, as well, and the make it/ or break it point, for me, is going to come down to knowledgeable, friendly customer service, attention to detail, and no illusions otherwise, as seemingly fictionally portrayed in [redacted]'s folksy commercials. Please ensure that this 2nd complaint is filed along with my first complaint, so that others are made aware of Jerome's customer service problems. I don't like to play the military veteran card, but since it seems to get people's attention, I am a 20 year veteran of the U.S. Navy, retired. Thank you.
We apologize to the consumer
for the inconvenience which occurred; the actual delivery fee on the original
invoice of $89.99 was refunded back in July.
New Roman","serif"; font-size: 12pt; mso-fareast-font-family: "Times New Roman";">
Should the consumer have
any questions or concerns, they may simply contact us at ([redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear
Unfortunately, we have already done as you suggested; however your company has failed, again, to fulfill their part which was to contact my daughter at [redacted] to make scheduling arrangements. This was the plan I had spoken to your customer service representatives about. Once again your failure to fulfill your obligations is blatantly apparent. I would like the dresser replaced as you promised. It is defective. Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am tired of dealing with CUSTOMER SERVICE I have been given incorrect parts to repair the furniture, and consistently they would refuse to have me speak to a manager since FEBRUARY 19th 2015. And only now that I've submitted a complaint a Manager is willing to speak with me, how generous. I need to see a solution in WRITING from JEROMES, I will no longer deal with them over the phone, enough is enough. I have a broken couch, FIX IT!!!! or give me my money back.
Regards,
[redacted]
In regards to this complaint we will honor the offer of exchange for the loveseat. The warranty will not start over since this is an exchange.
The consumer will still have the remaining 4 years for broken frame repair on the loveseat.
We currently do have stock of the...
loveseat and the consumer can gladly contact us to schedule a delivery date.
The exchange is under order # [redacted].
Please let me know if you have any additional questions.
Sincerely,
[redacted]
Customer Care Manager
March 3, 2014
Re: Claim # [redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted],
I
have received information from the Revdex.com in regards to your
recent sofa...
purchase. I apologize for
the inconvenience which has incurred.
Jerome’s ultimate goal is to provide a pleasant shopping
experience accompanied by outstanding customer service. I am displeased to hear you have not received
the five star service we are well known for throughout the furniture industry.
After review of your account, I have confirmed the sofa
was delivered on February 18, 2014.
I do understand your frustration in regards to the delay
in receiving your sofa, which was on back order.
With all merchandise that is on back order through the
manufacturer, we are provided an estimated time of arrival in which the
merchandise will arrive in our Distribution Center; this estimate is subject to
change at any time.
If there is a change to any of the information in regards
to the estimated date of arrival an e-mail is sent to you at the e-mail address
which was provided on your account.
For your inconvenience we waived the initial delivery
charge, which would have been processed onto your account for delivery of the
sofa. This charge was waived in January
2014.
In regards to your inquiry on our Same Day Delivery service,
this delivery offer is advertised and is subject to the merchandise being
available (in stock) for delivery.
Please do not hesitate to contact us at [redacted]
should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
Jerome’s Furniture Warehouse
For the listed claim, the mattress was delivered on August 2, 2014. There have been no additional correspondence from the consumer since this date in regards to the mattress which was delivered.
Please let...
me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
I e-mailed the customer directly on the above claim.
I asked for pictures to be sent to me for review to be able to provide any possible options to the consumer.
I provided my direct information to the customer and did notify him I will be out of the office until May...
26, 2014 but will rsepond as soon as I return.
Sincerely,
[redacted]
Customer Care Manager
Be warned! Do not pay with cash. I spent over $2,700 on some furniture. I paid extra to have it delivered. I confirmed that I was in their delivery area. This is where the problems begin.
Delivery to my area was on Wednesday only, July 29th. I took the day off and lost income as an attorney because delivery was between 11:00 and 3:00. Could not have been more inconvenient since it was in the middle of the day. Delivery came about 12:30. Ordered 3 pieces. Only two were correct. Called customer service while driver was still in my house. Spoke with Alexis. She promised to have the 3rd piece delivered by 10:00 p.m. on that same day. Needless to say, it did not happen. First broken promise.
Spoke to customer service again on July 30th. "Promises" were made to correct their mistake and deliver on Saturday or Sunday, August 1st or 2nd. Received a call after customer service hours were closed on July 31st advising that furniture would be delivered on August 8th, over a week later thnt expected. Second broken promise. I was able to reach some one about the late delivery on July 31st. They refused to do anything to help me out. Lesson learned. Do not give them your money up front. I would have cancelled my order if I could have. I tried to file a formal complaint about this treatment but was it was not accepted by Revdex.com.
In regards to this
claim:
class="MsoNormal">
Our deliveries are made
through a 3rd party company, [redacted]. All property damage claims
made by their delivery contractors do have to go through the claim process with
their corporate office.
I do understand and
apologize for the inconvenience which has occurred.
We are currently in
contact with [redacted] management to contact the cus[redacted]er within the
next 24-48 hours in regards to the property damage.
Unfortunately, we are
unable to comply with the consumers request for Jerome's to make repairs to him
home; however, we will ensure [redacted] has followed-up with the
consumers claim.
Should you need
additional information, please feel free to contact us at ###-###-####.
Sincerely,
[redacted]
Cus[redacted]er Care Manager
In regards to this claim, the pricing for the adjustable bases with the mattresses vary based upon the features of the adjustable base.
The consumer did not provide any specific information in the claim as to what specific item they were looking at on the...
website.
Information has been sent to the San Diego location to have a sales manager contact her for additional information to see if we are able to assist further.
Sincerely,
Jerome's Furniture
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us.
We would like to assist you, however, we are unable to locate any account
base upon your first name, last name, address or phone # which you provided.
We will need the
original order # or the phone # which was used at the time of purchase to be
provided so that we may look up your account to find out which mattress was
purchased.
All of the mattresses
which we sell have a warranty directly through the manufacturer, in some cases;
Jerome's will act as a liaison between the consumer and the manufacturer for
the warranty to be fulfilled.
Without being able to
locate your account, we are unable to assist you further.
If you can please locate the
above information and contact us at [redacted] we can gladly provide
additional information in regards to the manufacturer and the warranty.
Sincerely,
Jerome's Furniture
In regards to claim # [redacted] for customer [redacted], this complaint has been resolved.
The customer cancelled the order and received a refund for the sideboard on February 5, 2014.
The refund in the amount of $1,079.99 (the delivery fee was...
previously refunded in the amount of $89.99) was refunded to the [redacted] on file ending in [redacted].
Please let me know if you need any additional information in regards to this claim.
Sincerely,
[redacted]
Customer Care Manager
Jerome's Furniture Warehouse
In regards to this claim, the consumer was already assisted by a member of our service staff.
mso-fareast-font-family: "Times New Roman"">
The button has been placed on order through the manufacturer.
Should the consumer have any additional questions or concerns, we can be contacted 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.
Please note that the Jerome's rep did not specify what type of pictures she was requesting and that no offer was made regarding how this error of Jerome's could be resolved. I will
send photographs to the Revdex.com regarding case number [redacted] on Friday, August 7, 2015.
Regards,
[redacted]
In regards to this complaint, customer was contacted directly.
The consumer will received the full refund amount, excluding the price of the [redacted], totaling $1,187.99.
This amount is being refunded onto the consumers financing account and can take up to 2...
billing cycles to reflect on his statement.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
The 20% will be refunded back to the credit card on file he used for the original purchase, if it’s still active.
Please confirm back that you accept a 20% credit back to the original purchase credit card.
Credit amount will be $290.00
I just purchased a sofa and loveseat from Jerome's furniture in Murrieta, CA. The sofa and loveseat were delivered. Upon inspection of the sofa and loveseat the next day after delivery I ran my hand across the back of the sofa and was cut by several metal staples sticking out of the back. I did a complete inspection and also found several punctures on the sides of the sofa and loveseat. I spoke to customer service and I was told that a technician would come to my home in two weeks to inspect the items and customer service told me not to use the furniture until it can be fixed. Well, I have no other furniture to sit on in the mean time and the service rep didn't seem to care. I will never shop at Jerome's again and I have closed my credit account with them.
In regards to this
complaint the consumer was already contacted by Jerome's.
New Roman"">
The technician service
is scheduled for tomorrow, July 14, 2015.
We have made alternative
options for the consumer if the technician is unable to install the part.
Please feel free to
contact us at (866) 633-4094 should you have any additional questions or
concerns.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The following paragraph is [redacted]'s response to my initial Revdex.com complaint. She did e-mail me with her telephone contact information. So she does not have to dig around her voicemail searching for my telephone number, here it is, again: [redacted]
"The customer did not provide a phone number on their claim. I e-mailed them back at the e-mail address listed on the complaint.
We are currently working on ways to improve our overall Website to be
more user friendly. Our current Website is under construction and will
be revealed hopefully by the end of 2014.
In the e-mail I gave the customer my direct phone number to contact me should he need further assistance.
Sincerely,
[redacted]
Customer Care Manager"
The Jerome's Furniture Customer Service Manager, [redacted], did e-mail me her telephone number and direct extension - as she mentioned to you, she did. In the last ten days, I've called, heard her voice announce her name, and left 3 messages with my telephone number asking her to call me back, as she signaled she would. I've heard nothing back from her or Jerome's. There's no excuse - none - as the Customer Care Manager - for [redacted], or someone assigned by her - not to have returned my calls. I continue to maintain that customer service at Jerome's is sorely lacking and rude. Although [redacted]'s friendly commercials suggest that shopping by phone, walk-in, or via internet is the same smooth, friendly experience, it is not. As I mentioned in my first letter to the Revdex.com, it is impossible to get a live person on the phone at [redacted]'s Corporate. The only voicemail that would pick up belonged to Human Resources, and they, too, did not return my call or refer my call to someone who could handle my complaint. I tried the Customer Service/ Deliveries extension and got a rude salesperson interested in my order number only.
She was ill-equipped to handle my complaint. Jerome's should know that there are MANY furniture stores in San Diego, and online, as well, and the make it/ or break it point, for me, is going to come down to knowledgeable, friendly customer service, attention to detail, and no illusions otherwise, as seemingly fictionally portrayed in [redacted]'s folksy commercials. Please ensure that this 2nd complaint is filed along with my first complaint, so that others are made aware of Jerome's customer service problems. I don't like to play the military veteran card, but since it seems to get people's attention, I am a 20 year veteran of the U.S. Navy, retired. Thank you.
We apologize to the consumer
for the inconvenience which occurred; the actual delivery fee on the original
invoice of $89.99 was refunded back in July.
New Roman","serif"; font-size: 12pt; mso-fareast-font-family: "Times New Roman";">
Should the consumer have
any questions or concerns, they may simply contact us at ([redacted]
Sincerely,
Jerome's Furniture
This claim was resolved with the consumer directly.
Should you have any additional questions please 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
Unfortunately, we have already done as you suggested; however your company has failed, again, to fulfill their part which was to contact my daughter at [redacted] to make scheduling arrangements. This was the plan I had spoken to your customer service representatives about. Once again your failure to fulfill your obligations is blatantly apparent. I would like the dresser replaced as you promised. It is defective. Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am tired of dealing with CUSTOMER SERVICE I have been given incorrect parts to repair the furniture, and consistently they would refuse to have me speak to a manager since FEBRUARY 19th 2015. And only now that I've submitted a complaint a Manager is willing to speak with me, how generous. I need to see a solution in WRITING from JEROMES, I will no longer deal with them over the phone, enough is enough. I have a broken couch, FIX IT!!!! or give me my money back.
Regards,
[redacted]
In regards to this complaint we will honor the offer of exchange for the loveseat. The warranty will not start over since this is an exchange.
The consumer will still have the remaining 4 years for broken frame repair on the loveseat.
We currently do have stock of the...
loveseat and the consumer can gladly contact us to schedule a delivery date.
The exchange is under order # [redacted].
Please let me know if you have any additional questions.
Sincerely,
[redacted]
Customer Care Manager
March 3, 2014
Re: Claim # [redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted],
I
have received information from the Revdex.com in regards to your
recent sofa...
purchase. I apologize for
the inconvenience which has incurred.
Jerome’s ultimate goal is to provide a pleasant shopping
experience accompanied by outstanding customer service. I am displeased to hear you have not received
the five star service we are well known for throughout the furniture industry.
After review of your account, I have confirmed the sofa
was delivered on February 18, 2014.
I do understand your frustration in regards to the delay
in receiving your sofa, which was on back order.
With all merchandise that is on back order through the
manufacturer, we are provided an estimated time of arrival in which the
merchandise will arrive in our Distribution Center; this estimate is subject to
change at any time.
If there is a change to any of the information in regards
to the estimated date of arrival an e-mail is sent to you at the e-mail address
which was provided on your account.
For your inconvenience we waived the initial delivery
charge, which would have been processed onto your account for delivery of the
sofa. This charge was waived in January
2014.
In regards to your inquiry on our Same Day Delivery service,
this delivery offer is advertised and is subject to the merchandise being
available (in stock) for delivery.
Please do not hesitate to contact us at [redacted]
should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
Jerome’s Furniture Warehouse
For the listed claim, the mattress was delivered on August 2, 2014. There have been no additional correspondence from the consumer since this date in regards to the mattress which was delivered.
Please let...
me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
I e-mailed the customer directly on the above claim.
I asked for pictures to be sent to me for review to be able to provide any possible options to the consumer.
I provided my direct information to the customer and did notify him I will be out of the office until May...
26, 2014 but will rsepond as soon as I return.
Sincerely,
[redacted]
Customer Care Manager