[redacted] was contacted directly.
Here is the below e-mail sent to the consumer directly:
Dear [redacted],
This e-mail is in regards to our earlier conversation.
The manufacturer has approved for you to reselect on the mattress and box spring, [redacted]
You will have full credit for what you initially paid + any applicable taxes to be used toward the purchase of another mattress/mattress set.
Should you wish for us to deliver your new selection and pick-up the new one in your residence, a delivery fee would be charged.
You also have the option to bring back the mattress and box spring in your residence when you pick-up your new selection.
The offer for reselection will be valid for 2 weeks until December 21, 2016.
The consumer has our contact information to be able to reach us directly.
Sincerely,
Jerome's Furniture
Their customer relations, after you paid is a nightmare. Delivery promised by the store during purchase, is a lie. If you are promised delivery at 6am-9am during purchase, call your employer to let them know that you wont show up that day as it could be from 12.30pm to mid night. If you want to talk with a customer service supervisor to make them aware of what is going on and also provide your email, they will never reach you. You will never reach a corporate person to let them know about the grievance. I know in case of a problem with purchased and delivered item, it will be a nightmare to get something done. My suggestion to Revdex.com is look at all the complains and help purchasers by taking out any good ratings that they gave. Customer service's behavior and lack of help and delivery time lies are unacceptable.
We have been shopping at Jerome's for the last 28 years! On Sept. 23, 2016, we purchased a mattress and box springs set from the Murrieta, California store. We paid $2497.98 for the set. Our sales person was Jerry G. My husband and I both emphasized that the main feature we were looking for in a mattress was that it would not make any body indentations leaving a lump in the middle. That was the reason we were replacing our old mattress. We were waking up with back aches and pains. When we finally chose a mattress, we asked Jerry if we would be experiencing the same thing with this mattress. Jerry said that this might occur as the years pass, but definitely not now as this was a brand new mattress. Since he seemed to know what he was talking about, and because his business card indicates that he is a "bedding expert", we took him at his word. He also told us that it would take about two months to get used to the new mattress. About a month after we received the bed set, my husband noticed that the mattress was already making an indentation. My husband called Jerry and told him what was going on. He sort of brushed him off saying that someone would be calling to set a time for a rep from Premier Inspection Services, LTD, to inspect the mattress. The rep took measurements and pictures, etc. and told us someone would let us know the results. After a couple of days, we received a letter from Premier Inspections Services, Ltd., telling us that they go by the guidelines that Jerome's sets and that they determined that there was no defect in the mattress and therefore nothing could be done. My question is this - if we start seeing indentations after one month, what on earth will it look like after 2, 5 or 10 years? Not only that, but we are still waking with aches and pains with a brand new mattress. I understand that retailers have their store policies about their merchandise. but to just basically tell a loyal customer that too bad, so sad, but you are going to have to eat the $2500! They indicate no willingness to talk to us, to work with us to see if we can come to some resolution. This is truly not the Jerome's we remember doing business with in the past. I see many complaints about this retailer concerning not only mattresses but many other types of issue as well. And usually they are mostly unresolved. Why are we being forced to keep their product if it does not meet our needs and is actually causing us discomfort? What kind of retailer does this to his customers? I would strongly urge people NOT to purchase anything from Jerome's, especially not a mattress. If you have a problem, they will leave you hanging as if you don't exist. Buyer Beware!!!
class="MsoNoSpacing"> I have received information from the Revdex.com in regards to concerns expressed on the 4 pub chairs, power loveseat, power recliner and 2 wedges which were purchased for your sister and delivered on December 7, 2014. I apologize for any miscommunication which has occurred.
After review of your account, we did agree to pick-up the merchandise in your sister’s residence on December 9, 2014 on the contingency that the merchandise was as we had delivered it, in new condition.
Unfortunately the merchandise was in used condition and was no longer applicable for the return. Our drivers as well as the pictures which were taken at the time of the attempted pick up show food and beverage stains on the chairs as well as the living room items.
I do understand your frustration; however, we will not be able to comply with your request for return of the merchandise which was purchased.
Should you wish to re-purchase the sofa on the invoice, which you opted to cancel off the order, we can gladly have this item delivered as soon as we have received a shipment from our manufacturer.
We are currently estimating to receive the sofa the beginning of January 2015.
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns.
Dear [redacted]
class="MsoNormal">We first would like to apologize for the inconvenience which has occurred with your order.
I left a message as well as e-mailed you directly in regards to your claim.
Your special order has been received and is available for delivery. I have sent correspondence to [redacted] who is the company that contracts our deliveries in regards to your property damage claim.
After review of your account the claim was already opened with their company. I will have a member of their management team contact you as soon as possible to have the property damage resolved.
A total of $200 was refunded as of yesterday, November 7, 2016 for the inconvenience which occurred.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]. You may also simply reply to the separate e-mail which was sent.
Sincerely,
[redacted]
Night Delivery & Tech Support Manager
In regards to this claim the new table was already picked up by the customer and the consumer is being provided a $25 gift certificate for the inconvenience.
Should the consumer have any additional questions or concerns, they may simply contact us at[redacted]...
In regards to this claim, the consumer contacted our Customer Care Department via e-mail.
The sofa sleeper in question has been discontinued by the manufacturer and unfortunately we cannot provide this product to the consumer. The refund for this item was already refunded to the...
consumer.
At this time, this sleeper is no longer available and will no longer be sold through Jerome's.
We have offered the consumer 10% off a future purchase for the inconvenience. This offer is still valid and currently has no expiration date.
The order has been notated with this information.
Should the consumer need further assistance, they can simply contact us at [redacted]
Sincerely,
Jerome's Furniture
We bought a bed, paid fully in cash, up front, at time of purchase.The bed was back-ordered, and after that, we had to delay delivery because of health concerns. When we called to reschedule the delivery, they informed us that they had SOLD OUR BED OUT FROM UNDER US TO ANOTHER CUSTOMER. I'm sorry, we BOUGHT THAT BED. It was OURS. We had ALREADY PAID FOR THAT BED. AND THEY SOLD IT TO SOMEONE ELSE. My mother is PERMANENTLY DISABLED. We saved up to afford this particular bed, so that she could sleep without pain. Instead, they took our money, AND SOMEONE ELSE'S, for A SINGLE BED. Now my mother has to wait until Jerome's decides to deliver it - whenever they reorder it? We both go back to work full time this week, and have a limited schedule for delivery - THIS COULD HAVE BEEN AVOIDED IF THEY DIDN'T. SELL. OUR BED. OUT FROM UNDER US. WE PAID FOR IT IN FULL, UPFRONT. THERE IS NO EXCUSE FOR THIS PRACTICE - IT'S A HORRIBLE BUSINESS PRACTICE. THEY SOLD A BED TO SOMEONE THAT SOMEONE ELSE HAD ALREADY PAID FOR? Disgusting. We will NOT be conducting further business with Jerome's, and will in fact recommend that other disabled persons choose another company that WON'T SELL THEIR MERCHANDISE TO ANOTHER CUSTOMER.
In regards to this
claim, we apologize for the inconvenience which has occurred.
mso-fareast-font-family: "Times New Roman";">
Unfortunately the
manufacturer is no longer producing this fabric and as such the special order
cannot be replaced.
We have already provided
the consumer $100 for the inconvenience which has been refunded based upon
their initial method of payment.
We did offer to replace
the special order; however, since it is no longer available from the
manufacturer we are unable to provide replacement.
Here are the final
options which we can provide the consumer:
1) We can offer full
refund of the special order loveseat + full price of the [redacted] extended
warranty (the extended warranty is actually through a 3rd party carrier not
Jerome's)
2) We can offer the
customer a 15% discount on a new selection. The way the reselection works
is the customer would have full credit of the amount they paid for the special
order loveseat in question + the applicate [redacted] warranty. Whichever
new item is selected we will provide a 15% discount off the retail price.
If the pricing after this discount is over the available amount of credit
the consumer would be responsible to pay the difference in pricing.
Once a new selection has
been picked out we would pick-up the special order loveseat from the consumer’s
residence and deliver the new selection (as long as it's not a Jerry's Blooper
item).
3) The final option is
the consumer can keep the special order loveseat with an additional $250 off
the price of the item. This would void
their warranty through Jerome’s for any manufacturing defects, since the unit
would be kept as is.
The above 3 options are
valid until October 21, 2015. After this date we will be unable to offer
any of the options above.
The consumer will simply
need to contact us at ([redacted] to indicate which option they would like
to select.
Sincerely,
Jerome's Furniture
In regards to this claim we spoke with the customer yesterday.
Roman"">
Our actual loading policy for all customer pick-ups does not allow us to load merchandise on top of a car and tie down. The customer did end up signing a liability waiver in case someone did occur.
We do understand the consumer’s frustration. We unfortunately were unable to reach her today but left a detailed message.
We can either provide a $100 gift certificate for the inconvenience or we can offer a refund on the mattress and box springs.
Contact information was provided to the consumer in the voicemail to let us know which option she would prefer.
Please let us know should you have any additional questions or concerns.
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any miscommunication which has occurred.
Our lead technician, [redacted], inspected the dresser in your daughter's residence on December 3, 2015. The damage to the dresser included a large area on the bottom right side trim which was missing, possibly trauma which occurred to the right side panel as well as a large crack on the right side top trim, which appears to be roughly 2-3" in length.
The dresser in question was delivered on July 14, 2015.
We understand your frustration, however, the damages which are currently on the dresser would not be considered manufacturing defects. The pictures which the technician took during his visit are attached to the response as well.
Our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date. It is at Jerome's sole discretion to determine what will be covered as a manufacturing defect; all cracks have to reported within 5 days from the original delivery date, since cracking is not considered a manufacturing defect.
The extended 5 year warranty, which you opted to purchase, does cover an array of one-time accidental stains and damages. [redacted] does allow a 30 day grace period for damages to be reported.
Unfortunately we are unable to comply with your request for replacement on the dresser in question.
Should you have any additional questions or concerns, please do not hesitate to contact us at ([redacted]
Sincerely,
Jerome's Furniture
In regards to this complaint, I left a message for the consumer to contact us to schedule the technician appointment.
All the parts are current available and ready to be installed.
The consumer can contact our Customer Care Department at [redacted] Our Service...
Department is open daily from 10am-6pm.
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, the issue was already resolved directly with the consumer.
Should the consumer have any additional questions they may contact us directly at ([redacted]
Sincerely,
Jerome's...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This order was never fulfilled on the stated day of March 3,2015. That was a part of the original problem. Instead of taking the full set back and refunding my order Jerome's insure me that I would receive my order by April. When that order was never received that is when this problem excelled. I try to call & leave messages for several people at several location to resolve this during the past months. As I mentioned in the previous message, the shipping rep said that the order was cancelled and my refund was ready. I WANT MY REFUND. Giving all the time that has past, I have taken my business elsewhere. Since this complaint has been initiated still no one has contacted me and when I call on the phone, EVERBODY (Management) refuses to get on the phone.
In November when I came into the store (cussed & fussed), I was told them same thing, but workers refused to look up my item & just send out what they thought I wanted. WRONG AGAIN. The driver that came was very disrespectful and combative with my neighbors. This is totally unacceptable. If you cant provide what I originally seek to purchase then a refund is needed. If your claiming the merchandise is there and it is the wrong order then a refund is needed. I have never took possession of the order, if it is still there it is considered new/unused, REFUND.
Sincerely,
[redacted]
I did not agree with Jerome's response due to the fact I have been lied to throughout this whole process. When the technician came out to look at our recliner, he told us on Feb 26, 2015, they were going to order the parts, we should receive them in 4-6 weeks. However, I received an email from [redacted] stating Jerome's is ordering the part and it should take 6-8 weeks to receive. They also stated since the part was coming from overseas, it will take 6-8 weeks. After waiting 8 weeks exactly, I went to Jerome's personally spoke to the manager and he stated "the parts would take 10-12 weeks, due to the fact they were coming from overseas. Exactly 12 weeks later I once again went to the Jerome's, and was told by another manager,
I would have to wait 120 days because if 120 days does not pass and they send out my part for the recliner Jerome's would not receive their credit from the manufacturer.
I see this as bad business practices. They deliberately and intentionally made us wait 120 days, so that they could receive their credit from the manufacturer. Forget about the customer, they were looking out for themselves. Totally unacceptable. That is why I asked for my money back on the recliner. In the future when the sofa recliners stop working, I will be back at square one with Jerome's.
They are not a business that holds up on their part of the contract. They also stated that [redacted] is a third party and they have no control over how they do business. I do not see this as [redacted]'s fault, after all Jerome's is the business that sold me the warranty. They are totally responsible and need to step up to the plate.
In regards to this claim the consumer was contacted directly.
The offer for reselection is for equal pricing. Should the consumer wish to select something greater in pricing they would be responsible for the additional cost.
We did offer to assist the consumer and...
we were willing to provide a $240 discount off the set the consumer wished to reselect to but we are unable to offer the price difference of $740.
The consumer did end up exchanging the Power sofa and loveseat with the same set that was already in the residence.
The delivery occurred on April 8, 2015.
Should the consumer need additional assistance we can gladly be reached at [redacted]
Since placing my order in February 2015 customer service has been awful. Delivery was 2-3 weeks since my order was not in stock, however no one called to tell me my order would be later than that. I didn't receive a phone call until a month after I had placed my order, no delivery date was given even then, I had to keep calling to find out when I would receive my furniture kept getting excuses and no answers. Finally now we are in April and I had called again, and was told my furniture could be delivered the next day , I set up an evening delivery time as I work during the day, delivery was scheduled for 8-12 pm however I received a call the next day stating my furniture would be arrive between 2-6 PM! I then had to call and tell them I was not home, I had arrangements for that evening. Customer service then had to call and get the driver to bring it later that day, which ended up being 12:30 AM the next day. Then upon inspection I noticed one of the lamps had a dent, and love seat had a tear at the bottom, which now awaiting a technician to come in and inspect. Not happy with service at all! Customer service was friendly but not helpful at all.
[redacted] was contacted directly.
Here is the below e-mail sent to the consumer directly:
Dear [redacted],
This e-mail is in regards to our earlier conversation.
The manufacturer has approved for you to reselect on the mattress and box spring, [redacted]
You will have full credit for what you initially paid + any applicable taxes to be used toward the purchase of another mattress/mattress set.
Should you wish for us to deliver your new selection and pick-up the new one in your residence, a delivery fee would be charged.
You also have the option to bring back the mattress and box spring in your residence when you pick-up your new selection.
The offer for reselection will be valid for 2 weeks until December 21, 2016.
The consumer has our contact information to be able to reach us directly.
Sincerely,
Jerome's Furniture
Their customer relations, after you paid is a nightmare. Delivery promised by the store during purchase, is a lie. If you are promised delivery at 6am-9am during purchase, call your employer to let them know that you wont show up that day as it could be from 12.30pm to mid night. If you want to talk with a customer service supervisor to make them aware of what is going on and also provide your email, they will never reach you. You will never reach a corporate person to let them know about the grievance. I know in case of a problem with purchased and delivered item, it will be a nightmare to get something done. My suggestion to Revdex.com is look at all the complains and help purchasers by taking out any good ratings that they gave. Customer service's behavior and lack of help and delivery time lies are unacceptable.
In regards to the above complaint, customer contacted us directly on 6/3/14 and was offered the option to reselect to another set.
The consumer has accepted this offer and is currently in the process of looking for an alternative option to the merchandise in the...
residence.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
An e-mail was sent directly to the consumer to provide pictures of the merchandise in question.
Sincerely,
Jerome's Furniture
We have been shopping at Jerome's for the last 28 years! On Sept. 23, 2016, we purchased a mattress and box springs set from the Murrieta, California store. We paid $2497.98 for the set. Our sales person was Jerry G. My husband and I both emphasized that the main feature we were looking for in a mattress was that it would not make any body indentations leaving a lump in the middle. That was the reason we were replacing our old mattress. We were waking up with back aches and pains. When we finally chose a mattress, we asked Jerry if we would be experiencing the same thing with this mattress. Jerry said that this might occur as the years pass, but definitely not now as this was a brand new mattress. Since he seemed to know what he was talking about, and because his business card indicates that he is a "bedding expert", we took him at his word. He also told us that it would take about two months to get used to the new mattress. About a month after we received the bed set, my husband noticed that the mattress was already making an indentation. My husband called Jerry and told him what was going on. He sort of brushed him off saying that someone would be calling to set a time for a rep from Premier Inspection Services, LTD, to inspect the mattress. The rep took measurements and pictures, etc. and told us someone would let us know the results. After a couple of days, we received a letter from Premier Inspections Services, Ltd., telling us that they go by the guidelines that Jerome's sets and that they determined that there was no defect in the mattress and therefore nothing could be done. My question is this - if we start seeing indentations after one month, what on earth will it look like after 2, 5 or 10 years? Not only that, but we are still waking with aches and pains with a brand new mattress. I understand that retailers have their store policies about their merchandise. but to just basically tell a loyal customer that too bad, so sad, but you are going to have to eat the $2500! They indicate no willingness to talk to us, to work with us to see if we can come to some resolution. This is truly not the Jerome's we remember doing business with in the past. I see many complaints about this retailer concerning not only mattresses but many other types of issue as well. And usually they are mostly unresolved. Why are we being forced to keep their product if it does not meet our needs and is actually causing us discomfort? What kind of retailer does this to his customers? I would strongly urge people NOT to purchase anything from Jerome's, especially not a mattress. If you have a problem, they will leave you hanging as if you don't exist. Buyer Beware!!!
Dear [redacted]
class="MsoNoSpacing"> I have received information from the Revdex.com in regards to concerns expressed on the 4 pub chairs, power loveseat, power recliner and 2 wedges which were purchased for your sister and delivered on December 7, 2014. I apologize for any miscommunication which has occurred.
After review of your account, we did agree to pick-up the merchandise in your sister’s residence on December 9, 2014 on the contingency that the merchandise was as we had delivered it, in new condition.
Unfortunately the merchandise was in used condition and was no longer applicable for the return. Our drivers as well as the pictures which were taken at the time of the attempted pick up show food and beverage stains on the chairs as well as the living room items.
I do understand your frustration; however, we will not be able to comply with your request for return of the merchandise which was purchased.
Should you wish to re-purchase the sofa on the invoice, which you opted to cancel off the order, we can gladly have this item delivered as soon as we have received a shipment from our manufacturer.
We are currently estimating to receive the sofa the beginning of January 2015.
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted]
class="MsoNormal">We first would like to apologize for the inconvenience which has occurred with your order.
I left a message as well as e-mailed you directly in regards to your claim.
Your special order has been received and is available for delivery. I have sent correspondence to [redacted] who is the company that contracts our deliveries in regards to your property damage claim.
After review of your account the claim was already opened with their company. I will have a member of their management team contact you as soon as possible to have the property damage resolved.
A total of $200 was refunded as of yesterday, November 7, 2016 for the inconvenience which occurred.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]. You may also simply reply to the separate e-mail which was sent.
Sincerely,
[redacted]
Night Delivery & Tech Support Manager
In regards to this claim the new table was already picked up by the customer and the consumer is being provided a $25 gift certificate for the inconvenience.
Should the consumer have any additional questions or concerns, they may simply contact us at[redacted]...
[redacted]
Sincerely,
Jerome's Furniture
In regards to this claim, the consumer contacted our Customer Care Department via e-mail.
The sofa sleeper in question has been discontinued by the manufacturer and unfortunately we cannot provide this product to the consumer. The refund for this item was already refunded to the...
consumer.
At this time, this sleeper is no longer available and will no longer be sold through Jerome's.
We have offered the consumer 10% off a future purchase for the inconvenience. This offer is still valid and currently has no expiration date.
The order has been notated with this information.
Should the consumer need further assistance, they can simply contact us at [redacted]
Sincerely,
Jerome's Furniture
We bought a bed, paid fully in cash, up front, at time of purchase.The bed was back-ordered, and after that, we had to delay delivery because of health concerns. When we called to reschedule the delivery, they informed us that they had SOLD OUR BED OUT FROM UNDER US TO ANOTHER CUSTOMER. I'm sorry, we BOUGHT THAT BED. It was OURS. We had ALREADY PAID FOR THAT BED. AND THEY SOLD IT TO SOMEONE ELSE. My mother is PERMANENTLY DISABLED. We saved up to afford this particular bed, so that she could sleep without pain. Instead, they took our money, AND SOMEONE ELSE'S, for A SINGLE BED. Now my mother has to wait until Jerome's decides to deliver it - whenever they reorder it? We both go back to work full time this week, and have a limited schedule for delivery - THIS COULD HAVE BEEN AVOIDED IF THEY DIDN'T. SELL. OUR BED. OUT FROM UNDER US. WE PAID FOR IT IN FULL, UPFRONT. THERE IS NO EXCUSE FOR THIS PRACTICE - IT'S A HORRIBLE BUSINESS PRACTICE. THEY SOLD A BED TO SOMEONE THAT SOMEONE ELSE HAD ALREADY PAID FOR? Disgusting. We will NOT be conducting further business with Jerome's, and will in fact recommend that other disabled persons choose another company that WON'T SELL THEIR MERCHANDISE TO ANOTHER CUSTOMER.
In regards to this
claim, we apologize for the inconvenience which has occurred.
mso-fareast-font-family: "Times New Roman";">
Unfortunately the
manufacturer is no longer producing this fabric and as such the special order
cannot be replaced.
We have already provided
the consumer $100 for the inconvenience which has been refunded based upon
their initial method of payment.
We did offer to replace
the special order; however, since it is no longer available from the
manufacturer we are unable to provide replacement.
Here are the final
options which we can provide the consumer:
1) We can offer full
refund of the special order loveseat + full price of the [redacted] extended
warranty (the extended warranty is actually through a 3rd party carrier not
Jerome's)
2) We can offer the
customer a 15% discount on a new selection. The way the reselection works
is the customer would have full credit of the amount they paid for the special
order loveseat in question + the applicate [redacted] warranty. Whichever
new item is selected we will provide a 15% discount off the retail price.
If the pricing after this discount is over the available amount of credit
the consumer would be responsible to pay the difference in pricing.
Once a new selection has
been picked out we would pick-up the special order loveseat from the consumer’s
residence and deliver the new selection (as long as it's not a Jerry's Blooper
item).
3) The final option is
the consumer can keep the special order loveseat with an additional $250 off
the price of the item. This would void
their warranty through Jerome’s for any manufacturing defects, since the unit
would be kept as is.
The above 3 options are
valid until October 21, 2015. After this date we will be unable to offer
any of the options above.
The consumer will simply
need to contact us at ([redacted] to indicate which option they would like
to select.
Sincerely,
Jerome's Furniture
In regards to this claim we spoke with the customer yesterday.
Roman"">
Our actual loading policy for all customer pick-ups does not allow us to load merchandise on top of a car and tie down. The customer did end up signing a liability waiver in case someone did occur.
We do understand the consumer’s frustration. We unfortunately were unable to reach her today but left a detailed message.
We can either provide a $100 gift certificate for the inconvenience or we can offer a refund on the mattress and box springs.
Contact information was provided to the consumer in the voicemail to let us know which option she would prefer.
Please let us know should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any miscommunication which has occurred.
Our lead technician, [redacted], inspected the dresser in your daughter's residence on December 3, 2015. The damage to the dresser included a large area on the bottom right side trim which was missing, possibly trauma which occurred to the right side panel as well as a large crack on the right side top trim, which appears to be roughly 2-3" in length.
The dresser in question was delivered on July 14, 2015.
We understand your frustration, however, the damages which are currently on the dresser would not be considered manufacturing defects. The pictures which the technician took during his visit are attached to the response as well.
Our warranty covers manufacturing defects which are reported within the 1st year from the original delivery date. It is at Jerome's sole discretion to determine what will be covered as a manufacturing defect; all cracks have to reported within 5 days from the original delivery date, since cracking is not considered a manufacturing defect.
The extended 5 year warranty, which you opted to purchase, does cover an array of one-time accidental stains and damages. [redacted] does allow a 30 day grace period for damages to be reported.
Unfortunately we are unable to comply with your request for replacement on the dresser in question.
Should you have any additional questions or concerns, please do not hesitate to contact us at ([redacted]
Sincerely,
Jerome's Furniture
This customer's claim was already resolved directly with the customer.
[redacted] has selected another set from our [redacted] Showroom, which was delivered to his residence on February 16, 2014.
Please let me know if you need any additional...
information.
Sincerely,
[redacted]
Customer Care Manager
In regards to this complaint, I left a message for the consumer to contact us to schedule the technician appointment.
All the parts are current available and ready to be installed.
The consumer can contact our Customer Care Department at [redacted] Our Service...
Department is open daily from 10am-6pm.
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, the issue was already resolved directly with the consumer.
Should the consumer have any additional questions they may contact us directly 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.
This order was never fulfilled on the stated day of March 3,2015. That was a part of the original problem. Instead of taking the full set back and refunding my order Jerome's insure me that I would receive my order by April. When that order was never received that is when this problem excelled. I try to call & leave messages for several people at several location to resolve this during the past months. As I mentioned in the previous message, the shipping rep said that the order was cancelled and my refund was ready. I WANT MY REFUND. Giving all the time that has past, I have taken my business elsewhere. Since this complaint has been initiated still no one has contacted me and when I call on the phone, EVERBODY (Management) refuses to get on the phone.
In November when I came into the store (cussed & fussed), I was told them same thing, but workers refused to look up my item & just send out what they thought I wanted. WRONG AGAIN. The driver that came was very disrespectful and combative with my neighbors. This is totally unacceptable. If you cant provide what I originally seek to purchase then a refund is needed. If your claiming the merchandise is there and it is the wrong order then a refund is needed. I have never took possession of the order, if it is still there it is considered new/unused, REFUND.
Sincerely,
[redacted]
I did not agree with Jerome's response due to the fact I have been lied to throughout this whole process. When the technician came out to look at our recliner, he told us on Feb 26, 2015, they were going to order the parts, we should receive them in 4-6 weeks. However, I received an email from [redacted] stating Jerome's is ordering the part and it should take 6-8 weeks to receive. They also stated since the part was coming from overseas, it will take 6-8 weeks. After waiting 8 weeks exactly, I went to Jerome's personally spoke to the manager and he stated "the parts would take 10-12 weeks, due to the fact they were coming from overseas. Exactly 12 weeks later I once again went to the Jerome's, and was told by another manager,
I would have to wait 120 days because if 120 days does not pass and they send out my part for the recliner Jerome's would not receive their credit from the manufacturer.
I see this as bad business practices. They deliberately and intentionally made us wait 120 days, so that they could receive their credit from the manufacturer. Forget about the customer, they were looking out for themselves. Totally unacceptable. That is why I asked for my money back on the recliner. In the future when the sofa recliners stop working, I will be back at square one with Jerome's.
They are not a business that holds up on their part of the contract. They also stated that [redacted] is a third party and they have no control over how they do business. I do not see this as [redacted]'s fault, after all Jerome's is the business that sold me the warranty. They are totally responsible and need to step up to the plate.
In regards to this claim the consumer was contacted directly.
The offer for reselection is for equal pricing. Should the consumer wish to select something greater in pricing they would be responsible for the additional cost.
We did offer to assist the consumer and...
we were willing to provide a $240 discount off the set the consumer wished to reselect to but we are unable to offer the price difference of $740.
The consumer did end up exchanging the Power sofa and loveseat with the same set that was already in the residence.
The delivery occurred on April 8, 2015.
Should the consumer need additional assistance we can gladly be reached at [redacted]
Sincerely,
[redacted]
Customer Care Manager
Since placing my order in February 2015 customer service has been awful. Delivery was 2-3 weeks since my order was not in stock, however no one called to tell me my order would be later than that. I didn't receive a phone call until a month after I had placed my order, no delivery date was given even then, I had to keep calling to find out when I would receive my furniture kept getting excuses and no answers. Finally now we are in April and I had called again, and was told my furniture could be delivered the next day , I set up an evening delivery time as I work during the day, delivery was scheduled for 8-12 pm however I received a call the next day stating my furniture would be arrive between 2-6 PM! I then had to call and tell them I was not home, I had arrangements for that evening. Customer service then had to call and get the driver to bring it later that day, which ended up being 12:30 AM the next day. Then upon inspection I noticed one of the lamps had a dent, and love seat had a tear at the bottom, which now awaiting a technician to come in and inspect. Not happy with service at all! Customer service was friendly but not helpful at all.