I called the customer and left a message at the phone number listed. I also sent the below e-mail to the e-mail address listed on file:
Dear Mrs. [redacted],
I received information from the Revdex.com in regards to concerns you have expressed on the power sofa delivered on March 4, 2014.
At the time of purchase, your merchandise came with a warranty directly through Jerome’s. This warranty covers any manufacturing defects reported within the 1st year from the original delivery. The 1 year warranty expired on March 4, 2013.
The secondary warranty is the Guardsman Protection Plan. This warranty covers an array of one-time accidental stains or damages. The specific coverage is outlines in their policy, which should have been received in the mail 4-6 weeks after the delivery date.
I do understand your frustration. I have reviewed your account and the original peeling on the sofa was reported after the initial 1 year warranty.
We are unable to comply with your request for replacement, however, as a good faith gesture I can provide you with $250 in gift certificates, which can be used toward a future purchase.
The gift certificates can be redeemed at any one of our 9 showroom locations and are valid for 1 year from the issuance date.
Please feel free to contact us at ###-###-#### should you wish to take advantage of the above offer. You may also simply reply to this e-mail.
Sincerely,
[redacted]
Customer Care Manager
Jerome’s Furniture Warehouse
To whom it may concern:
I want to bring to your attention how poorly your sales and delivery services communicate. I was full on lied to from two stores: Scripps Ranch and San Marcos. In both cases, sales lied to me about having all furniture already assembled at time of delivery, and that anything that needed assembling would be done by the delivery men. This was not true. I bought living room furniture from Scripps Ranch in which the lamps weren’t assembled and I was told that I had to do it- the delivery men do not assemble the lamps. I bought bedroom furniture and a desk from San Marcos, and was told by sales that the desk would be already assembled (I made sure to ask after the lamps incident) and this was a lie- the delivery men brought it in a box and said I had to assemble it. When I wanted to talk to a service representative about this miscommunication, the driver and I had to wait 30 minutes for someone in the service department to answer the phone. Also from both stores I have been lied to in regards to the delivery procedure. I was told I would get: email when furniture was being loaded onto a truck, a text/call /email with a 4 hour time frame, a text/call for a 1 hour notice, and then finally a text/call when approximately 10 minutes out. Again, both stores sales claimed this as true and automatically part of the delivery policy, and in both instances I get a call from delivery saying that they are 10 minutes away. I have had to call earlier in the day to at least get a 4 hour time frame, but the delivery men are saying that they don’t do that unless specifically told. If I would have known prior I would have specified I wanted as much notice as possible, but how was I supposed to know to ask for it if I was told it part of the delivery procedure? Also, delivery workers then told me that all texts and calls should be done through customer service, and not for the delivery men to do. Here is my main issue in regards to these instances: 1) there is a serious miscommunication in regard to delivery policies between sales and delivery and 2) that I was flat out lied to in what I should expect when getting Jerome furniture. This place was supposed to be a milestone in my life- my first apartment where I am furnishing everything and I chose Jerome’s both times for different furniture needs. I was ready to tell everyone about them, and I still will- just no longer positive. The delivery men are extremely nice and kind for the situation they are put in, that they are dealing with confused and irate customers for being lied to about what is expected. Fix this please. If not for me, then at least for the future customers (I doubt I will ever be one) and for the poor delivery workers. Make it known there is only this one policy and please provide some means of consequences when any sales associate or store manager lies to a customer.
-Kelley
P.S.- I am Live Chatting now on your website with a sales associate for "sales and product questions." When asked about same day delivery, the associate said that I "then should receive a phone call letting you know your time frame." When asked if that happens automatically or if I need to request it, and he wrote "yes it is automatic." So why did I have to call for a time frame twice if this is supposedly done automatically with same day service?
In regards to this complaint, a customer care representative will be in contact directly with the consumer tomorrow to decipher information which was stated in the claim.
The consumer does have a 5 year warranty on broken wooden frames on upholstered merchandise, so we can send the...
technician to repair the recliner in question.
In regards to the chairs, these were picked up from our Bloopers section in January of this year. Any type of frame damage would have needed to be reported within 24 hours of the pick-up in order for any options to be provided.
After review of the consumers account, the alleged frame damage for the chair has not been reported until now. Unfortunately all blooper items are sold as-is and does not come with any type of warranty.
The consumer will be contacted before end of business day tomorrow.
Should the customer have questions in the meantime, they can contact us at [redacted].
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, the extended warranty is through a 3rd party carrier. This warranty unfortunately is not under Jerome's directly and as such we are unable to honor any policies which are under this warranty.
We are offering to repair the broken wooden frame, if the consumer believes the frame to be defective.
As of now, we are unable to warranty the seating springs, since this would have needed to be reported in 2014 for the consumer to still be within warranty.
Should the consumer wish for us to honor our warranty for repair of the wooden frame, they can simply contact us at [redacted]
The warranty for repair of the wooden frame is valid for 5 years from the original delivery date.
Sincerely,
Jerome's Furniture
/>
I have received information from the Revdex.com in regards to concerns you have expressed on the refund of a 5 piece dinning set and sofa which was delivered on February 21, 2014. I apologize for any miscommunication which may have incurred.
At the time of delivery our merchandise is non-refundable. As a courtesy we offered for you to reselect on the 5 piece dinning set and sofa.
In order for the merchandise to be picked-up a new delivery charge in the amount of $89.99 is processed onto the account and the original delivery charge of $89.99 as well as the [redacted] Donation of $45.00 is non-refundable/creditable.
The three above charges for a total of $224.98 was deducted from your original purchase price of $998.98.
We did offer to process a refund back onto your [redacted] card since you were un-able to find alternative home furnishings in our showroom.
After review of your account a total refund of $774.00 (already included the above deductions) was processed back onto the [redacted] card ended in [redacted]. This refund was issued on February 25, 2014.
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
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.On Jul 28, 2014 4:45 PM, [redacted]
What still is not resolved: Although we have been offered $600.00 store credit, that still does resolve the obvious. We contacted Jeromes directly within DAYS of our one year manufacturers warranty expiring BECAUSE we were unhappy with [redacted] warranty. It was conveyed to us by our sales rep. ([redacted]) that our extended warranty [redacted] would take care of frame, fabric, and motor. Unfortunately, none of which is true.
What was required from Jeromes, was to send out their own sales manager, inspect the furniture and THEN make a recommendation. We live 10 minutes from the store. At minimum, we need store credit for no less than $1,230.18 pre tax.
This couch has been falling apart within weeks of purchase. Our ignorance was that we should have acted faster on the poor quality, however we were in the understanding that there was nothing to worry about.....we had [redacted]
Regards,
[redacted]
I had the best sales guy [redacted] at the Southbay Torrance Store helped us in picking the best sofas and tables for our living room. He was super nice and patient with me and my daughter! He gave us great decorating ideas. He knows a lot of interior design so we lucked out with him!
Thank you [redacted] for all your wonderful ideas and all your help!
We do understand the consumer’s
frustration and apologize for any inconvenience which has occurred.
mso-fareast-font-family: "Times New Roman";">
Unfortunately, all
refund requests for the warranty have to go directly through [redacted] since
the warranty period has exceeded 30 days from the initial purchase. We
are unable to process any type of policy requests for the [redacted] warranty.
Please feel free to
contact them directly to process the request for cancellation of the remaining
policy.
Should you have any
additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any miscommunication which occurred.
With all mattress purchases we have our consumers sign a mattress receipt to ensure the order is accurate prior to delivery or pick-up. We also provided our consumers the opportunity to send the mattress back at the time of delivery if there should be any discrepancies or if you should wish to select another mattress.
Once the mattress has been delivered and the delivery is confirmed we do not offer a return or reselection due to the nature of a bedding purchase.
We do understand your frustration; however, we are unable to comply with your request for refund.
The mattress is still covered under a manufacturer's warranty which guarantees the mattress to be free of manufacturing defects.
Should you believe there is a defect on the mattress, simply contact us at ([redacted] and we can gladly send the manufacturer approved inspection company to review the mattress in your residence.
Please do not hesitate to contact us at the number above should you have any additional questions or concerns.
The refund in the amount of $3,131.99 is being processed back to [redacted].
All finance refunds can take up to 2 billing cycles to reflect as an available credit.
Please feel free to contact [redacted] by the end of next week to verify that the credit has been processed.
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, [redacted], the manager of our [redacted] Showroom has been in direct contact with the consumer.
"serif"; mso-fareast-font-family: "Times New Roman"">
The last correspondence was on December 18, 2015 and a message was left for the customer to contact us back.
As of now, we are currently awaiting the consumer to contact us.
The consumer can reach us at [redacted] and we can gladly offer further assistance in regards to the part.
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.
According to Jerome's, I failed to report damages in a timely manner. This is absolutely not true. Even immediately upon delivery, I tried to refuse to sign the paperwork. I tried to reject the delivery as soon as I received it. However, it was late at night, it was obvious the deliverymen had been working exhaustively all day long, and they said they would not be paid if I did not sign their papers. They said they would let customer service know of the damage. The delivery occurred on August 16, 2015.
On August 18, 2015, Jerome's sent an inspector to come to my house to assess the damages. I confirmed this date with Jerome’s. He took plenty of photos and documented the situation extensively, both furniture and carpet damage. He said that usually, Jerome's requires 5 or 6 photos, but he took more than 20 because there were just too many damages to include.
On August 19, 2015, I called customer service four times to discuss compensation for the damages. I was offered the standard options: either 10% off, or exchange. I found both of these to be unacceptable, for reasons I have stated before. I was told that a supervisor would get back to me, but I never received a call from them.
On August 28, 2015, I called customer service again, to make sure my complaints and requests were understood, because I never got the supervisor call I was promised last time. I spoke to [redacted]. She promised that a supervisor would call me back promptly. No one ever got back to me.
On August 31, 2015, I called customer service yet again because I still had not heard from a supervisor. I spoke to [redacted]. Again, she promised that a supervisor would call me back soon. Again, no one ever did. I could not continue to wait for this call that would never come. I recognized that my attempts at giving them a chance to resolve the issue were hopeless.
On September 17, 2015, I had no choice but to file a dispute with my credit card company. I was told not to communicate with Jerome’s directly while the credit card company’s investigation was ongoing.
As you can see, I have been working on this issue continuously ever since I received delivery of the furniture. I caused no delays on my part. I did not miss any supposed deadlines to contact Jerome’s. Thus, the issue of time is not a valid explanation or excuse to justify the inferior quality of the furniture I received.
At no point did I ever opt to keep the furniture as is. From the very start I have made it clear that the furniture is unacceptable and that I seek a full return.
If Jerome’s insists that a full return is not possible, I must request a 50% refund. In addition to the defective goods I received, I have suffered significant time loss and have been subject to frustration caused by the inferior quality of customer service at Jerome’s.
Regards,[redacted]
In regards to this claim, [redacted] has been contacted to notify that the parts were not available from the manufacturer.
[redacted] will be in contact with the consumer to advise of what alternative options are available.
Since this claim was through [redacted], they will determine the options being provided in lieu of the parts.
Sincerely,
[redacted]
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I will never ever buy anything from Jeromes again. The customer service is the worst ever! I am stuck with a couch that I hate. I am 50 years old and this is the first couch I bought. It took alot of research and thought a to what kind and color of couch I wanted. I went with Jeromes because the couch was BLUE and had 3 recliners. I decorated my living room around a BLUE couch. I am now stuck with a TAN couch with 2 recliners. It looks like a sore thumb! Thanks Jeromes for nothing. You act like you did me a favor by replacing a defective couch with a ugly tan couch. I had to save money for along time to purchase this item. I will now have to deal with your low quality customer service in reguards to my new couch. All I wanted was my money back so I could go buy a BLUE couch that I passionately wanted. Thanks for ruining my peaceful living room. I don't see how I come out the winner in this situation. I WILL tell everyone what a horriable experience I have had.
Regards,
[redacted]
Dear [redacted]
class="MsoNormal">Thank you for reaching out to us. We apologize for any inconvenience or miscommunication which may have occurred.
At the time of purchase your merchandise came with 2 warranties. The first warranty was directly through Jerome's and covered any manufacturing defects which were reported within the 1st year.
The one year warranty expired on July 23, 2013.
The 2nd warranty, you opted to purchase, is the [redacted] 5 year protection Plan. This warranty covers an array of one-time accidental stains and damages which are outlined in their policy. This policy would have been mailed to your residence directly from [redacted] within 6 weeks from the delivery date.
After review of your account, the claim which you made through [redacted] would not have been covered under their warranty, since this was not from a one-time accidental occurrence but rather something that occurred over a period of time.
Any issues with the fabric would have needed to be reported to Jerome's before July 23, 2013 in order to be covered under our warranty.
Our technician visited your residence on December 11, 2015 to see if there was any type of repair the technician would be able to do in the home as a one-time courtesy.
Unfortunately the technician advised that they were unable to make a repair with the fabric. The technician did also advise that the frame was broken, which is still covered under our warranty until July 23, 2017, however at the time of the appointment, we were notified that the repair was declined.
We can gladly still offer repair on your broken frame, simply contact us at (866) 633-4094.
Please do not hesitate to contact us at the number listed above should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
In regards to the above claim, the customer had already contacted us directly and cancelled the order.
The original order was going to be financed through [redacted]. The transaction through [redacted] has been cancelled and nothing was charged to the customer's...
account.
The $600 which the customer paid with her [redacted] card has also been refunded as of today, May 8, 2014. Refunds can take up to 7 business days to reflect as an available credit.
The consumer currently has no open or pending orders through us and all money owed has been refunded.
Please let me know if you need additional information.
In regards to this claim, the consumer was contacted and the sofa was delivered on 1/12/16.
mso-fareast-font-family: "Times New Roman"">
Free delivery was provided and the customer also received a courtesy 5% off, since this particular special order was estimated to be received within 16 weeks.
We do offer some special order selections which are estimated to be received within 3 weeks; however the selection the customer chose was coming from overseas and was estimated to be received within 16 weeks.
Should the consumer have any additional questions or concerns, please do not hesitate to contact us at [redacted]
In regards to this claim, the sofa and loveseat in question were purchased as a clearance model. With all clearance model's they are sold without the one year manufacturer’s warranty.
We did offer to replace the seat cushion cores on the loveseat only as a one-time courtesy. I am currently inquiring with our parts department on the ETA of these parts to complete the service.
The consumer will be contacted directly within the next week in regards to the cores.
We did offer the Guardsman warranty refund, back in March of 2014. At this time if the consumer still wishes to cancel the Guardsman warranty they would have to make a request directly through Guardsman. Jerome's is no longer able to cancel or refund any Guardsman Protection Plans.
Guardsman can be contacted directly at (800) 253-3957.
I apologize for any miscommunication which occurred in regards to coverage under the warranty.
Please feel free to contact us directly at (866) 633-4094 should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
8 weeks ago we ordered a sectional from Jeromes and were told it would be here in 3 weeks. When on the 4th week we had not heard anything we contacted Jeromes in Anaheim only to find out our order was never placed. Yes my credit card was docked $150.00 for my order but the sales lady never placed the order.
So we contacted customer service, they promised us our couch in no more than 3 weeks, with discounts and promises. Now we are on week 4 and they are telling us that the couch is out of stock.
They are not living up to their promises, they still have my $150.00 and the girl we talked to in customer service is being rude and obnoxious.
We were planning on getting a recliner, dinnette set, and bedroom set from them but with the game they are playing I will never do business with them again, if they dont get me my sectional now.
We bought a bedroom set at the store in San Marcos on Friday night. We decided to buy it because it was in stock and they said it could be delivered Saturday.
Then on Friday we received a call saying our furniture was going to be delivered at 2:00 pm on Saturday. So far good.
Very early on Saturday they said everything was going to be delivered except for the mattress because it was actually not in stock. We were not happy but thought ok, we can go to the store cancel the mattress and buy it somewhere else but still at that point the bed and dresser was up for delivery on Saturday at 2:00 pm.
Then we got another message saying that our entire delivery was canceled because they didn't have a bed rail. At that point we were already very upset and went to the store right away. They said it was a mistake and that they had the bed rail in stock and that they can still deliver on Saturday that I was going to get a call right away, it was around 11:00 am.
It was 2:00 pm. and nobody called me. I had to follow up with the store and then they told me that my furniture was going to be delivered at 8:00 pm.
They came at 8:00 pm with the furniture and started installing. At 9:10 pm. I'm told that the headboard was defective and they couldn't finish the installation. They said a new headboard was going to be sent on Sunday and that somebody was going to call me early in the morning. On a side note, my order included a mattress cover that the delivery guy left at the previous house and he had to leave to go and get it for us.
Sunday morning nobody called of course and I started calling trying to see at what time my headboard was coming. I would expect given that it's not our fault plus all the problems we already had that my delivery was going to happen first thing in the morning. But of course not, my delivery is scheduled around 4:00/5:00 pm. We have plans that we are going to miss because of this, basically our entire weekend was destroyed because of this mess.
I called to try to speed up the delivery and they can't, the only thing they can do for me is reimburse the delivery, my time is way more valuable than that!.
I can't put in words how upset, frustrated and disappointed we are with the entire experience. Nothing worked as expected.
They should have sent the headboard first thing in the morning, they don't care about customers and their time.
I'm not buying at this store never ever again and I will be sure to share this experience every time I get a chance.
I have never experienced something like this, I hope this review helps other buyers. And I hope other customers that experience bad service like we did will also share their stories. Jeromes doesn't deserve to be in business.
I called the customer and left a message at the phone number listed. I also sent the below e-mail to the e-mail address listed on file:
Dear Mrs. [redacted],
I received information from the Revdex.com in regards to concerns you have expressed on the power sofa delivered on March 4, 2014.
At the time of purchase, your merchandise came with a warranty directly through Jerome’s. This warranty covers any manufacturing defects reported within the 1st year from the original delivery. The 1 year warranty expired on March 4, 2013.
The secondary warranty is the Guardsman Protection Plan. This warranty covers an array of one-time accidental stains or damages. The specific coverage is outlines in their policy, which should have been received in the mail 4-6 weeks after the delivery date.
I do understand your frustration. I have reviewed your account and the original peeling on the sofa was reported after the initial 1 year warranty.
We are unable to comply with your request for replacement, however, as a good faith gesture I can provide you with $250 in gift certificates, which can be used toward a future purchase.
The gift certificates can be redeemed at any one of our 9 showroom locations and are valid for 1 year from the issuance date.
Please feel free to contact us at ###-###-#### should you wish to take advantage of the above offer. You may also simply reply to this e-mail.
Sincerely,
[redacted]
Customer Care Manager
Jerome’s Furniture Warehouse
To whom it may concern:
I want to bring to your attention how poorly your sales and delivery services communicate. I was full on lied to from two stores: Scripps Ranch and San Marcos. In both cases, sales lied to me about having all furniture already assembled at time of delivery, and that anything that needed assembling would be done by the delivery men. This was not true. I bought living room furniture from Scripps Ranch in which the lamps weren’t assembled and I was told that I had to do it- the delivery men do not assemble the lamps. I bought bedroom furniture and a desk from San Marcos, and was told by sales that the desk would be already assembled (I made sure to ask after the lamps incident) and this was a lie- the delivery men brought it in a box and said I had to assemble it. When I wanted to talk to a service representative about this miscommunication, the driver and I had to wait 30 minutes for someone in the service department to answer the phone. Also from both stores I have been lied to in regards to the delivery procedure. I was told I would get: email when furniture was being loaded onto a truck, a text/call /email with a 4 hour time frame, a text/call for a 1 hour notice, and then finally a text/call when approximately 10 minutes out. Again, both stores sales claimed this as true and automatically part of the delivery policy, and in both instances I get a call from delivery saying that they are 10 minutes away. I have had to call earlier in the day to at least get a 4 hour time frame, but the delivery men are saying that they don’t do that unless specifically told. If I would have known prior I would have specified I wanted as much notice as possible, but how was I supposed to know to ask for it if I was told it part of the delivery procedure? Also, delivery workers then told me that all texts and calls should be done through customer service, and not for the delivery men to do. Here is my main issue in regards to these instances: 1) there is a serious miscommunication in regard to delivery policies between sales and delivery and 2) that I was flat out lied to in what I should expect when getting Jerome furniture. This place was supposed to be a milestone in my life- my first apartment where I am furnishing everything and I chose Jerome’s both times for different furniture needs. I was ready to tell everyone about them, and I still will- just no longer positive. The delivery men are extremely nice and kind for the situation they are put in, that they are dealing with confused and irate customers for being lied to about what is expected. Fix this please. If not for me, then at least for the future customers (I doubt I will ever be one) and for the poor delivery workers. Make it known there is only this one policy and please provide some means of consequences when any sales associate or store manager lies to a customer.
-Kelley
P.S.- I am Live Chatting now on your website with a sales associate for "sales and product questions." When asked about same day delivery, the associate said that I "then should receive a phone call letting you know your time frame." When asked if that happens automatically or if I need to request it, and he wrote "yes it is automatic." So why did I have to call for a time frame twice if this is supposedly done automatically with same day service?
In regards to this complaint, a customer care representative will be in contact directly with the consumer tomorrow to decipher information which was stated in the claim.
The consumer does have a 5 year warranty on broken wooden frames on upholstered merchandise, so we can send the...
technician to repair the recliner in question.
In regards to the chairs, these were picked up from our Bloopers section in January of this year. Any type of frame damage would have needed to be reported within 24 hours of the pick-up in order for any options to be provided.
After review of the consumers account, the alleged frame damage for the chair has not been reported until now. Unfortunately all blooper items are sold as-is and does not come with any type of warranty.
The consumer will be contacted before end of business day tomorrow.
Should the customer have questions in the meantime, they can contact us at [redacted].
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, the extended warranty is through a 3rd party carrier. This warranty unfortunately is not under Jerome's directly and as such we are unable to honor any policies which are under this warranty.
We are offering to repair the broken wooden frame, if the consumer believes the frame to be defective.
As of now, we are unable to warranty the seating springs, since this would have needed to be reported in 2014 for the consumer to still be within warranty.
Should the consumer wish for us to honor our warranty for repair of the wooden frame, they can simply contact us at [redacted]
The warranty for repair of the wooden frame is valid for 5 years from the original delivery date.
Sincerely,
Jerome's Furniture
March 5, 2014
Re: Claim #[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear[redacted],
/>
I have received information from the Revdex.com in regards to concerns you have expressed on the refund of a 5 piece dinning set and sofa which was delivered on February 21, 2014. I apologize for any miscommunication which may have incurred.
At the time of delivery our merchandise is non-refundable. As a courtesy we offered for you to reselect on the 5 piece dinning set and sofa.
In order for the merchandise to be picked-up a new delivery charge in the amount of $89.99 is processed onto the account and the original delivery charge of $89.99 as well as the [redacted] Donation of $45.00 is non-refundable/creditable.
The three above charges for a total of $224.98 was deducted from your original purchase price of $998.98.
We did offer to process a refund back onto your [redacted] card since you were un-able to find alternative home furnishings in our showroom.
After review of your account a total refund of $774.00 (already included the above deductions) was processed back onto the [redacted] card ended in [redacted]. This refund was issued on February 25, 2014.
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
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.On Jul 28, 2014 4:45 PM, [redacted]
What still is not resolved: Although we have been offered $600.00 store credit, that still does resolve the obvious. We contacted Jeromes directly within DAYS of our one year manufacturers warranty expiring BECAUSE we were unhappy with [redacted] warranty. It was conveyed to us by our sales rep. ([redacted]) that our extended warranty [redacted] would take care of frame, fabric, and motor. Unfortunately, none of which is true.
What was required from Jeromes, was to send out their own sales manager, inspect the furniture and THEN make a recommendation. We live 10 minutes from the store. At minimum, we need store credit for no less than $1,230.18 pre tax.
This couch has been falling apart within weeks of purchase. Our ignorance was that we should have acted faster on the poor quality, however we were in the understanding that there was nothing to worry about.....we had [redacted]
Regards,
[redacted]
I had the best sales guy [redacted] at the Southbay Torrance Store helped us in picking the best sofas and tables for our living room. He was super nice and patient with me and my daughter! He gave us great decorating ideas. He knows a lot of interior design so we lucked out with him!
Thank you [redacted] for all your wonderful ideas and all your help!
We do understand the consumer’s
frustration and apologize for any inconvenience which has occurred.
mso-fareast-font-family: "Times New Roman";">
Unfortunately, all
refund requests for the warranty have to go directly through [redacted] since
the warranty period has exceeded 30 days from the initial purchase. We
are unable to process any type of policy requests for the [redacted] warranty.
Please feel free to
contact them directly to process the request for cancellation of the remaining
policy.
Should you have any
additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any miscommunication which occurred.
With all mattress purchases we have our consumers sign a mattress receipt to ensure the order is accurate prior to delivery or pick-up. We also provided our consumers the opportunity to send the mattress back at the time of delivery if there should be any discrepancies or if you should wish to select another mattress.
Once the mattress has been delivered and the delivery is confirmed we do not offer a return or reselection due to the nature of a bedding purchase.
We do understand your frustration; however, we are unable to comply with your request for refund.
The mattress is still covered under a manufacturer's warranty which guarantees the mattress to be free of manufacturing defects.
Should you believe there is a defect on the mattress, simply contact us at ([redacted] and we can gladly send the manufacturer approved inspection company to review the mattress in your residence.
Please do not hesitate to contact us at the number above should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
The refund in the amount of $3,131.99 is being processed back to [redacted].
All finance refunds can take up to 2 billing cycles to reflect as an available credit.
Please feel free to contact [redacted] by the end of next week to verify that the credit has been processed.
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, [redacted], the manager of our [redacted] Showroom has been in direct contact with the consumer.
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The last correspondence was on December 18, 2015 and a message was left for the customer to contact us back.
As of now, we are currently awaiting the consumer to contact us.
The consumer can reach us at [redacted] and we can gladly offer further assistance in regards to the part.
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.
According to Jerome's, I failed to report damages in a timely manner. This is absolutely not true. Even immediately upon delivery, I tried to refuse to sign the paperwork. I tried to reject the delivery as soon as I received it. However, it was late at night, it was obvious the deliverymen had been working exhaustively all day long, and they said they would not be paid if I did not sign their papers. They said they would let customer service know of the damage. The delivery occurred on August 16, 2015.
On August 18, 2015, Jerome's sent an inspector to come to my house to assess the damages. I confirmed this date with Jerome’s. He took plenty of photos and documented the situation extensively, both furniture and carpet damage. He said that usually, Jerome's requires 5 or 6 photos, but he took more than 20 because there were just too many damages to include.
On August 19, 2015, I called customer service four times to discuss compensation for the damages. I was offered the standard options: either 10% off, or exchange. I found both of these to be unacceptable, for reasons I have stated before. I was told that a supervisor would get back to me, but I never received a call from them.
On August 28, 2015, I called customer service again, to make sure my complaints and requests were understood, because I never got the supervisor call I was promised last time. I spoke to [redacted]. She promised that a supervisor would call me back promptly. No one ever got back to me.
On August 31, 2015, I called customer service yet again because I still had not heard from a supervisor. I spoke to [redacted]. Again, she promised that a supervisor would call me back soon. Again, no one ever did. I could not continue to wait for this call that would never come. I recognized that my attempts at giving them a chance to resolve the issue were hopeless.
On September 17, 2015, I had no choice but to file a dispute with my credit card company. I was told not to communicate with Jerome’s directly while the credit card company’s investigation was ongoing.
As you can see, I have been working on this issue continuously ever since I received delivery of the furniture. I caused no delays on my part. I did not miss any supposed deadlines to contact Jerome’s. Thus, the issue of time is not a valid explanation or excuse to justify the inferior quality of the furniture I received.
At no point did I ever opt to keep the furniture as is. From the very start I have made it clear that the furniture is unacceptable and that I seek a full return.
If Jerome’s insists that a full return is not possible, I must request a 50% refund. In addition to the defective goods I received, I have suffered significant time loss and have been subject to frustration caused by the inferior quality of customer service at Jerome’s.
Regards,[redacted]
In regards to this claim, [redacted] has been contacted to notify that the parts were not available from the manufacturer.
[redacted] will be in contact with the consumer to advise of what alternative options are available.
Since this claim was through [redacted], they will determine the options being provided in lieu of the parts.
Sincerely,
[redacted]
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I will never ever buy anything from Jeromes again. The customer service is the worst ever! I am stuck with a couch that I hate. I am 50 years old and this is the first couch I bought. It took alot of research and thought a to what kind and color of couch I wanted. I went with Jeromes because the couch was BLUE and had 3 recliners. I decorated my living room around a BLUE couch. I am now stuck with a TAN couch with 2 recliners. It looks like a sore thumb! Thanks Jeromes for nothing. You act like you did me a favor by replacing a defective couch with a ugly tan couch. I had to save money for along time to purchase this item. I will now have to deal with your low quality customer service in reguards to my new couch. All I wanted was my money back so I could go buy a BLUE couch that I passionately wanted. Thanks for ruining my peaceful living room. I don't see how I come out the winner in this situation. I WILL tell everyone what a horriable experience I have had.
Regards,
[redacted]
Dear [redacted]
class="MsoNormal">Thank you for reaching out to us. We apologize for any inconvenience or miscommunication which may have occurred.
At the time of purchase your merchandise came with 2 warranties. The first warranty was directly through Jerome's and covered any manufacturing defects which were reported within the 1st year.
The one year warranty expired on July 23, 2013.
The 2nd warranty, you opted to purchase, is the [redacted] 5 year protection Plan. This warranty covers an array of one-time accidental stains and damages which are outlined in their policy. This policy would have been mailed to your residence directly from [redacted] within 6 weeks from the delivery date.
After review of your account, the claim which you made through [redacted] would not have been covered under their warranty, since this was not from a one-time accidental occurrence but rather something that occurred over a period of time.
Any issues with the fabric would have needed to be reported to Jerome's before July 23, 2013 in order to be covered under our warranty.
Our technician visited your residence on December 11, 2015 to see if there was any type of repair the technician would be able to do in the home as a one-time courtesy.
Unfortunately the technician advised that they were unable to make a repair with the fabric. The technician did also advise that the frame was broken, which is still covered under our warranty until July 23, 2017, however at the time of the appointment, we were notified that the repair was declined.
We can gladly still offer repair on your broken frame, simply contact us at (866) 633-4094.
Please do not hesitate to contact us at the number listed above should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
In regards to the above claim, the customer had already contacted us directly and cancelled the order.
The original order was going to be financed through [redacted]. The transaction through [redacted] has been cancelled and nothing was charged to the customer's...
account.
The $600 which the customer paid with her [redacted] card has also been refunded as of today, May 8, 2014. Refunds can take up to 7 business days to reflect as an available credit.
The consumer currently has no open or pending orders through us and all money owed has been refunded.
Please let me know if you need additional information.
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, the consumer was contacted and the sofa was delivered on 1/12/16.
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Free delivery was provided and the customer also received a courtesy 5% off, since this particular special order was estimated to be received within 16 weeks.
We do offer some special order selections which are estimated to be received within 3 weeks; however the selection the customer chose was coming from overseas and was estimated to be received within 16 weeks.
Should the consumer have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome’s Furniture
In regards to this claim, the sofa and loveseat in question were purchased as a clearance model. With all clearance model's they are sold without the one year manufacturer’s warranty.
We did offer to replace the seat cushion cores on the loveseat only as a one-time courtesy. I am currently inquiring with our parts department on the ETA of these parts to complete the service.
The consumer will be contacted directly within the next week in regards to the cores.
We did offer the Guardsman warranty refund, back in March of 2014. At this time if the consumer still wishes to cancel the Guardsman warranty they would have to make a request directly through Guardsman. Jerome's is no longer able to cancel or refund any Guardsman Protection Plans.
Guardsman can be contacted directly at (800) 253-3957.
I apologize for any miscommunication which occurred in regards to coverage under the warranty.
Please feel free to contact us directly at (866) 633-4094 should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
8 weeks ago we ordered a sectional from Jeromes and were told it would be here in 3 weeks. When on the 4th week we had not heard anything we contacted Jeromes in Anaheim only to find out our order was never placed. Yes my credit card was docked $150.00 for my order but the sales lady never placed the order.
So we contacted customer service, they promised us our couch in no more than 3 weeks, with discounts and promises. Now we are on week 4 and they are telling us that the couch is out of stock.
They are not living up to their promises, they still have my $150.00 and the girl we talked to in customer service is being rude and obnoxious.
We were planning on getting a recliner, dinnette set, and bedroom set from them but with the game they are playing I will never do business with them again, if they dont get me my sectional now.
We bought a bedroom set at the store in San Marcos on Friday night. We decided to buy it because it was in stock and they said it could be delivered Saturday.
Then on Friday we received a call saying our furniture was going to be delivered at 2:00 pm on Saturday. So far good.
Very early on Saturday they said everything was going to be delivered except for the mattress because it was actually not in stock. We were not happy but thought ok, we can go to the store cancel the mattress and buy it somewhere else but still at that point the bed and dresser was up for delivery on Saturday at 2:00 pm.
Then we got another message saying that our entire delivery was canceled because they didn't have a bed rail. At that point we were already very upset and went to the store right away. They said it was a mistake and that they had the bed rail in stock and that they can still deliver on Saturday that I was going to get a call right away, it was around 11:00 am.
It was 2:00 pm. and nobody called me. I had to follow up with the store and then they told me that my furniture was going to be delivered at 8:00 pm.
They came at 8:00 pm with the furniture and started installing. At 9:10 pm. I'm told that the headboard was defective and they couldn't finish the installation. They said a new headboard was going to be sent on Sunday and that somebody was going to call me early in the morning. On a side note, my order included a mattress cover that the delivery guy left at the previous house and he had to leave to go and get it for us.
Sunday morning nobody called of course and I started calling trying to see at what time my headboard was coming. I would expect given that it's not our fault plus all the problems we already had that my delivery was going to happen first thing in the morning. But of course not, my delivery is scheduled around 4:00/5:00 pm. We have plans that we are going to miss because of this, basically our entire weekend was destroyed because of this mess.
I called to try to speed up the delivery and they can't, the only thing they can do for me is reimburse the delivery, my time is way more valuable than that!.
I can't put in words how upset, frustrated and disappointed we are with the entire experience. Nothing worked as expected.
They should have sent the headboard first thing in the morning, they don't care about customers and their time.
I'm not buying at this store never ever again and I will be sure to share this experience every time I get a chance.
I have never experienced something like this, I hope this review helps other buyers. And I hope other customers that experience bad service like we did will also share their stories. Jeromes doesn't deserve to be in business.