In regards to this claim the consumer was in contact with us directly.
FONT-SIZE: 8.5pt">The consumer’s order, which included a dinning set, was delivered yesterday, April 21, 2015.
If the consumer should need further assistance, please do not hesitate to contact Customer Care at ([redacted]
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted]
Thank you for reaching out to us. We apologize for the inconvenience which has occurred.
After review of your account $44.99 was refunded to your finance account. For the...
additional inconvenience we will refund $100 onto your finance account.
The finance account credit can take up to 2 billing cycles to reflect on your billing statement.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
[redacted]
Dear Mr[redacted]
class="MsoNormal">Thank you for reaching out to us. I apologize for the inconvenience which has occurred.
After revew of your account, we did offer to waive the additional fee since you are out of our regular service area to have the technician confirm what parts are needed to be able to repair the merchandise.
In lieu of the technician appointment you opted to receive the $200 discount. With our Jerry's Bloopers and even floor models we only reduce the price by 10%.
We do understand your frustration; however, we are unable to comply with your request of a refund of $800.
As a good faith gesture we can offer the technician as a one-time courtesy, should you wish for the technician to still inspect the merchandise in your residence.
The above offer is valid until October 5, 2016.
Should you wish to schedule the technician appointment, simply contact us at [redacted]
In regards to this complaint, I called and left a message for the consumer directly.
"sans-serif"">Unfortunately, we cannot provide any alternative options for the recliner in the residence. We can, however, offer $300 in gift certificates, which is almost the retail cost of the recliner in the consumer residence.
The gift certificates can be redeemed at any one of our 11 showroom locations and are valid for one year from the issuance date.
The certificates will be mailed directly to the consumer within the next 10 business day.
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.They have discontinued that sofa sleeper but still have the mattress in question. I want the mattress to be included with the sofa sleeper I choose. I will accept 10% off a sofa sleeper and the firm cool gel memory foam mattress included at no additional cost.
Regards,
[redacted]
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any miscommunication which may have occurred.
At the time of purchase your merchandise came with 2 warranties.
The first warranty was directly through Jerome's. Our warranty guarantees your merchandise to be free of manufacturing defects which are reported within the 1st year from the original delivery date.
The one year warranty on your merchandise expired on October 27, 2012.
The 2nd warranty, which you opted to purchase, is a 5 year warranty through a company called [redacted]. This warranty covers an array of one-time accidental stains and damages which occur in the residence.
Unfortunately the issue which was reported in regards to the seams would not be covered by [redacted] since it occurred over a period of time and not from a one-time incident.
We do understand your frustration however you are currently 3-1/2 years out of our warranty to be able to report manufacturing defects.
As a good faith gesture we can gladly provide free delivery on your next purchase (a value up to $89.99).
The above offer does not have an expiration date; you will simply need to provide the phone # on the account for the credit to be applied on your next purchase.
Please do not hesitate to contact us at[redacted] should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
Hello,
I spoke with the customer today and gave customer two options either we can exchange the item for the same one or customer can go back to the store and pick out something different and will give customer 10% discount and will still honor the one year warranty, the...
customer will call back to inform us of what customer would like to do.
Thanks!
In regards to this claim the consumer contact us directly and the merchandise is scheduled to be picked up on August 4, 2016.
Should you need further information, please do not hesitate to contact us at[redacted]...
Gift of a bed for son and daughterinlaw went from bad to horrid, 3days later from purchase missing parts, poor communication, jeromes promise not kept!! Cancelled our credit card order told jeromes come pick up the bed I will spend my money elsewhere,I have yelped them and intend to inform friends family and coworkers this was one of the worst experiences I have ever had with customer service in my 57 years of shopping
In regards to the rebuttal the customer was contacted directly.
We currently have the sofa which was in the customer's home in our Distribution Center.
We have offered the customer the below options, which is above and beyond our initial warranty:
1) Full refund on the sofa.
2) Customer can reselect to something else in the store location (for the cost of what was paid on the sofa)
3) We can exchange the sofa.
Customer did not want any of the options and advised that he wanted us to replace the sofa + give him a full refund of the cost which he paid on the sofa. We are unable to comply with the consumers request and only the above options are available.
The above 3 options will be valid through August 20, 2014, since that is the maximum amount of time we can hold onto his sofa in our Distribution Center.
The customer has our contact information if he wishes to take advantage of one of the offers listed above.
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any confusion which may have occurred.
The one-year warranty does cover any manufacturing defects which are reported within the 1st year. Seam separations are covered; however, this is an actual rip not a seam and is not considered a manufacturing defect.
Unfortunately ripsare not considered to be a defect.
We can gladly try to assist you by meeting half way with the parts; however, since this is not an open seam it would not be fully covered under our warranty.
Should you wish to proceed, please feel free to contact us at [redacted]
For this claim, we did
send one of our service technicians to the consumer’s residence on May 19,
2015. The technician determined the sectional did not have any
manufacturing...
defects.
The warranty which came
with the merchandise is a one-year warranty directly through Jerome's.
This warranty is for parts and labor only and guarantees the merchandise
to be free of manufacturing defects which are reported within the first year
from the original delivery or pick-up date.
The technician did
notify the consumer that as a good faith gesture we could order the seat
cushion cores and re-pad the armrests to try to alleviate the issues the
consumer mentioned, however, the consumer did not want any parts or repairs.
We can gladly send out
another service technician to review the merchandise in the residence to
determine if there is a defect, however, we will only be able to abide by our
warranty for parts and labor.
We are unable to comply
with the consumers request for refund.
The consumer can contact
us at ([redacted] to schedule a secondary inspection of the sectional or if
there are any additional questions/concerns.
WHAT A JOKE! We purchased a bedroom set for our son as a bundled package last week (over $1,000). The set was to include the bookcase bed frame, night stand and TV console. Total price was to be $150 less than if we had purchased the pieces separately. We've had the following issues with Jerome's:
~ Before purchasing, we discussed with the salesman the need for us to have a bed frame that would support the use of a memory foam mattress (they require either captain's pedestal, slatted base or platform). He assured us this particular bed frame would be fine for that use and would not require anything additional. When the bed frame and night stand were delivered the next day, the very first thing we noticed was that the bed frame only included three support boards for the mattress which would NOT support a memory foam mattress. We then had to go out and purchase an additional base which would support the mattress.
~ There are signs posted all over the store for same day delivery as long as you purchase your furniture before 6:00 p.m. Our purchase was completed before 6:00 p.m. (5:40 p.m.) however we were told that we could not get same day delivery because "the truck had already left". The salesman advised that the bed frame and night stand were available and could be delivered the next day, but the TV console was not in stock and would be delivered within a week. Shame on you for false advertising!!!
~ Yesterday we received a call from Jerome's advising us that the TV console that was supposed to be delivered this week was now not going to be delivered until sometime the end of the month. When we called to complain, we were given the run around and transferred to several different people trying to resolve the issue. The first salesman wanted to sell us the floor model TV console for 30% off but that would mean we would have to make another trip to the store to check the condition of the piece and haul it ourselves. Since the dresser (same piece of furniture as the TV console except where the space is for a DVD player there are two drawers) was in stock in the warehouse, we requested that the dresser be substituted for the TV console and delivered as soon as possible. We were first told by the salesman that he would give us the dresser and an additional $100 off our original price for the inconvenience but before the conversation concluded he retracted his offer and claimed that the dresser was $186 more than the TV console and that he couldn't give us the deal he had offered but that he would be happy to sell it to us for $54 more (really, for two drawers???). Then when we brought it to their attention that the dresser was only $50 more than the TV console (not $186) they became even less helpful and insisted that was the best they could do. All we were asking them to do was substitute the dresser for the same price. When we requested to speak to a manager, they advised that one would return our call...It is now 9:20 p.m., 8 hours and 20 minutes after the original conversation and we still have not received a call from the manager. They finally delivered the substituted dresser to us this evening, but not before they charged our credit card the additional $54 for our inconvenience.
Horrible service from both sales and customer service. We DO NOT recommend Jerome's to anyone and we won't ever make that mistake again!
recently purchased a sectional and ottoman on special order from the Rancho Cucamonga store and was told by [redacted] that it would be here in two to three weeks. My husband called the store on 4/9/16 (three weeks later) and he was told that the sectional and ottoman would be here on Sunday (4/01/16). I then called on 4/10/16 and was told that they were going to call the warehouse to check on the order and call me back, which they never did. So I called back on 4/10/16 and was told that the sectional would be here Monday and if the warehouse processed it by 6pm then I could get the same delivery. I called back on 4/11/16 and was told that the information given to me was incorrect and it should be in by the end of the week. I called back today, 4/12/16, and was told that the order will now not be in for two weeks.
I have been given false information from [redacted] and the customer service department several times. I should not have to be calling to check on an order when it was promised to be here in two to three weeks. Notice that not once did they call me to let me know what was going on with my order. I have already gotten rid of my old couches in anticipation for the new ones and now have an empty living room. When I asked the customer service manager at the Rancho Cucamonga store to speak to the sales manager at the same store, I was told that he was with a customer and would call me back. I have yet to receive that phone call.
I called back to speak to the store manager and was told (by the rude customer service clerk who answered the phone) that I could not speak to the store manager because he had to follow the "chain of commands". Even though I already told him what had happened. Then when I asked for the managers name he refused to give it to me, put me on hold, and then gave me his name really fast and said he wasn't in today.
I can't believe how horrible the customer service has been at this store. I am so disappointed in myself for having bought something and contributing to this store in anyway. If I could cancel my order and get my money back, I would do it in a heartbeat. I have been reading reviews online (Google and Yelp) and I am not the only customer to complain about this store. In fact, if I had read all the reviews before I would have never of stepped foot in the door. Obviously, the Rancho Cucamonga store is giving false information and upsetting its customers and no one is doing anything about it. I have been a customer of [redacted] for 5 years and have never had this happen to me.
I would love it if I could completely cancel my order, get a full refund, and never have to deal with Jerome's Furniture ever again. But of course, I have not been called back even though I received an email stating that they would contact me within 24 hours.
We called and spoke with the customer directly.
Roman"">
The customer purchased this item on May 24, 2015 and reported the squeaking frame on November 20, 2015.
The technician went out in December but the customer declined the service since they did not like the quality and wanted to reselect to something else. The technician has confirmed that the squeaking can be easily repaired.
The customer is aware our warranty is for services and repair only, which is also stated on the back of our sales receipt.
We are fully willing to honor our warranty by repairing the loveseat in the customer’s residence.
Should the consumer change her mind and wish to schedule the service, she may simply contact us at (866) 633-4094.
In regards to this claim
the rails were already exchanged on August 24, 2015. Roman";'>
Unfortunately Jerome's
does not offer an extended warranty directly through us.
Our warranty, at the
time of purchase, guarantees the merchandise to be free of any manufacturing
defects which are reported within the first year from the original delivery date.
This warranty covers the
cost of parts and labor.
The consumer did
purchase the [redacted] warranty for the sectional which was purchased on the
same order with the bed.
We can gladly take care
of any manufacturing defects which are reported to us within the 1st year.
The consumers current warranty with Jerome's is valid until July 11,
2016.
Should the consumer have
any additional questions or concerns, they may contact us directly 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 below.They did offer me a new couch but I am very unhappy with what they WANTED me to pick. I originally had a blue 3 reclining sofa. I decorated my whole house around the couch. Jeromes didnt have any blue couches and I was forced to get a tan couch against my wishes. The couch looks like a sore thumb. I wanted my money back so I could purchase a blue couch somewhere else. They said that wasnt there policy. I now have to look at a couch that I do not like everyday. My other option was to keep the broken couch I had. Their customer service is awful.
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.
Regards,
[redacted]
Onces again this company if you can call campany they offer so many things on tv but on reality they do not care obout customers I'm so disappointed I never thought after spending almost 1000 dlls was going to be a big issue they do not meet there promises I talk to [redacted] assist which he did not it has been a quit long time since my first attempt to fix this issue with my sofa I told [redacted] crearly call me 30 on advance to make sure I'm hone the delivery guys call me outside my house this was at 2 pm of Saturday agust 2 2014 and the went to do other delivery I waited 1 hr and half for my sofa to be delevered finally whent to inspect my sofa to make sure was repair and they do no stuff my pillows appearly they do not do that even know they said that when I maid the purches so they return I tonces again and I don't have the other sofa they promise to lieve wile they fix my sofa this is unprofessional Jerome's lies on tv there personal lies to you so you spend your money after that they no longer care I whant my intiddle refund of my purches and my couch for all this liesi also check how many complaints this company and believe me I'm not the only unsatisfated customer this Cain of bussines should not be open and I hope this agency can stop this people they also said they do not gave nothing extra on the time of your purches because they focus on quality of they furniture hope the state legislate that all furniture bussines inform clearly how long will be the repairs
Dear [redacted]
We appreciate the additional information which has been provided.
We are currently reviewing your order to see if any alternative options can be provided.
A Customer Care Representative will be in contact with you by Monday December 28, 2015.
Should you have any questions or concerns in the meantime, please do not hesitate to contact us at [redacted]
In regards to this claim the consumer was in contact with us directly.
FONT-SIZE: 8.5pt">The consumer’s order, which included a dinning set, was delivered yesterday, April 21, 2015.
If the consumer should need further assistance, please do not hesitate to contact Customer Care at ([redacted]
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted]
Thank you for reaching out to us. We apologize for the inconvenience which has occurred.
After review of your account $44.99 was refunded to your finance account. For the...
additional inconvenience we will refund $100 onto your finance account.
The finance account credit can take up to 2 billing cycles to reflect on your billing statement.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
[redacted]
Dear Mr[redacted]
class="MsoNormal">Thank you for reaching out to us. I apologize for the inconvenience which has occurred.
After revew of your account, we did offer to waive the additional fee since you are out of our regular service area to have the technician confirm what parts are needed to be able to repair the merchandise.
In lieu of the technician appointment you opted to receive the $200 discount. With our Jerry's Bloopers and even floor models we only reduce the price by 10%.
We do understand your frustration; however, we are unable to comply with your request of a refund of $800.
As a good faith gesture we can offer the technician as a one-time courtesy, should you wish for the technician to still inspect the merchandise in your residence.
The above offer is valid until October 5, 2016.
Should you wish to schedule the technician appointment, simply contact us at [redacted]
Sincerely,
Jerome's Furniture
I contacted the customer directly.
We are picking up the Sofa, Loveseat and Chair for a refund on Saturday August 30, 2014.
Please let me know if you need any additional...
information.
Sincerely,
[redacted]
Customer Care Manager
In regards to this complaint, I called and left a message for the consumer directly.
"sans-serif"">Unfortunately, we cannot provide any alternative options for the recliner in the residence. We can, however, offer $300 in gift certificates, which is almost the retail cost of the recliner in the consumer residence.
The gift certificates can be redeemed at any one of our 11 showroom locations and are valid for one year from the issuance date.
The certificates will be mailed directly to the consumer within the next 10 business day.
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.They have discontinued that sofa sleeper but still have the mattress in question. I want the mattress to be included with the sofa sleeper I choose. I will accept 10% off a sofa sleeper and the firm cool gel memory foam mattress included at no additional cost.
Regards,
[redacted]
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any miscommunication which may have occurred.
At the time of purchase your merchandise came with 2 warranties.
The first warranty was directly through Jerome's. Our warranty guarantees your merchandise to be free of manufacturing defects which are reported within the 1st year from the original delivery date.
The one year warranty on your merchandise expired on October 27, 2012.
The 2nd warranty, which you opted to purchase, is a 5 year warranty through a company called [redacted]. This warranty covers an array of one-time accidental stains and damages which occur in the residence.
Unfortunately the issue which was reported in regards to the seams would not be covered by [redacted] since it occurred over a period of time and not from a one-time incident.
We do understand your frustration however you are currently 3-1/2 years out of our warranty to be able to report manufacturing defects.
As a good faith gesture we can gladly provide free delivery on your next purchase (a value up to $89.99).
The above offer does not have an expiration date; you will simply need to provide the phone # on the account for the credit to be applied on your next purchase.
Please do not hesitate to contact us at[redacted] should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
Hello,
I spoke with the customer today and gave customer two options either we can exchange the item for the same one or customer can go back to the store and pick out something different and will give customer 10% discount and will still honor the one year warranty, the...
customer will call back to inform us of what customer would like to do.
Thanks!
In regards to this claim the consumer contact us directly and the merchandise is scheduled to be picked up on August 4, 2016.
Should you need further information, please do not hesitate to contact us at[redacted]...
[redacted]
Sincerely,
Jerome's Furniture
Gift of a bed for son and daughterinlaw went from bad to horrid, 3days later from purchase missing parts, poor communication, jeromes promise not kept!! Cancelled our credit card order told jeromes come pick up the bed I will spend my money elsewhere,I have yelped them and intend to inform friends family and coworkers this was one of the worst experiences I have ever had with customer service in my 57 years of shopping
In regards to the rebuttal the customer was contacted directly.
We currently have the sofa which was in the customer's home in our Distribution Center.
We have offered the customer the below options, which is above and beyond our initial warranty:
1) Full refund on the sofa.
2) Customer can reselect to something else in the store location (for the cost of what was paid on the sofa)
3) We can exchange the sofa.
Customer did not want any of the options and advised that he wanted us to replace the sofa + give him a full refund of the cost which he paid on the sofa. We are unable to comply with the consumers request and only the above options are available.
The above 3 options will be valid through August 20, 2014, since that is the maximum amount of time we can hold onto his sofa in our Distribution Center.
The customer has our contact information if he wishes to take advantage of one of the offers listed above.
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any confusion which may have occurred.
The one-year warranty does cover any manufacturing defects which are reported within the 1st year. Seam separations are covered; however, this is an actual rip not a seam and is not considered a manufacturing defect.
Unfortunately ripsare not considered to be a defect.
We can gladly try to assist you by meeting half way with the parts; however, since this is not an open seam it would not be fully covered under our warranty.
Should you wish to proceed, please feel free to contact us at [redacted]
Sincerely,
Jerome's Furniture
For this claim, we did
send one of our service technicians to the consumer’s residence on May 19,
2015. The technician determined the sectional did not have any
manufacturing...
defects.
The warranty which came
with the merchandise is a one-year warranty directly through Jerome's.
This warranty is for parts and labor only and guarantees the merchandise
to be free of manufacturing defects which are reported within the first year
from the original delivery or pick-up date.
The technician did
notify the consumer that as a good faith gesture we could order the seat
cushion cores and re-pad the armrests to try to alleviate the issues the
consumer mentioned, however, the consumer did not want any parts or repairs.
We can gladly send out
another service technician to review the merchandise in the residence to
determine if there is a defect, however, we will only be able to abide by our
warranty for parts and labor.
We are unable to comply
with the consumers request for refund.
The consumer can contact
us at ([redacted] to schedule a secondary inspection of the sectional or if
there are any additional questions/concerns.
Sincerely,
Jerome's Furniture
WHAT A JOKE! We purchased a bedroom set for our son as a bundled package last week (over $1,000). The set was to include the bookcase bed frame, night stand and TV console. Total price was to be $150 less than if we had purchased the pieces separately. We've had the following issues with Jerome's:
~ Before purchasing, we discussed with the salesman the need for us to have a bed frame that would support the use of a memory foam mattress (they require either captain's pedestal, slatted base or platform). He assured us this particular bed frame would be fine for that use and would not require anything additional. When the bed frame and night stand were delivered the next day, the very first thing we noticed was that the bed frame only included three support boards for the mattress which would NOT support a memory foam mattress. We then had to go out and purchase an additional base which would support the mattress.
~ There are signs posted all over the store for same day delivery as long as you purchase your furniture before 6:00 p.m. Our purchase was completed before 6:00 p.m. (5:40 p.m.) however we were told that we could not get same day delivery because "the truck had already left". The salesman advised that the bed frame and night stand were available and could be delivered the next day, but the TV console was not in stock and would be delivered within a week. Shame on you for false advertising!!!
~ Yesterday we received a call from Jerome's advising us that the TV console that was supposed to be delivered this week was now not going to be delivered until sometime the end of the month. When we called to complain, we were given the run around and transferred to several different people trying to resolve the issue. The first salesman wanted to sell us the floor model TV console for 30% off but that would mean we would have to make another trip to the store to check the condition of the piece and haul it ourselves. Since the dresser (same piece of furniture as the TV console except where the space is for a DVD player there are two drawers) was in stock in the warehouse, we requested that the dresser be substituted for the TV console and delivered as soon as possible. We were first told by the salesman that he would give us the dresser and an additional $100 off our original price for the inconvenience but before the conversation concluded he retracted his offer and claimed that the dresser was $186 more than the TV console and that he couldn't give us the deal he had offered but that he would be happy to sell it to us for $54 more (really, for two drawers???). Then when we brought it to their attention that the dresser was only $50 more than the TV console (not $186) they became even less helpful and insisted that was the best they could do. All we were asking them to do was substitute the dresser for the same price. When we requested to speak to a manager, they advised that one would return our call...It is now 9:20 p.m., 8 hours and 20 minutes after the original conversation and we still have not received a call from the manager. They finally delivered the substituted dresser to us this evening, but not before they charged our credit card the additional $54 for our inconvenience.
Horrible service from both sales and customer service. We DO NOT recommend Jerome's to anyone and we won't ever make that mistake again!
recently purchased a sectional and ottoman on special order from the Rancho Cucamonga store and was told by [redacted] that it would be here in two to three weeks. My husband called the store on 4/9/16 (three weeks later) and he was told that the sectional and ottoman would be here on Sunday (4/01/16). I then called on 4/10/16 and was told that they were going to call the warehouse to check on the order and call me back, which they never did. So I called back on 4/10/16 and was told that the sectional would be here Monday and if the warehouse processed it by 6pm then I could get the same delivery. I called back on 4/11/16 and was told that the information given to me was incorrect and it should be in by the end of the week. I called back today, 4/12/16, and was told that the order will now not be in for two weeks.
I have been given false information from [redacted] and the customer service department several times. I should not have to be calling to check on an order when it was promised to be here in two to three weeks. Notice that not once did they call me to let me know what was going on with my order. I have already gotten rid of my old couches in anticipation for the new ones and now have an empty living room. When I asked the customer service manager at the Rancho Cucamonga store to speak to the sales manager at the same store, I was told that he was with a customer and would call me back. I have yet to receive that phone call.
I called back to speak to the store manager and was told (by the rude customer service clerk who answered the phone) that I could not speak to the store manager because he had to follow the "chain of commands". Even though I already told him what had happened. Then when I asked for the managers name he refused to give it to me, put me on hold, and then gave me his name really fast and said he wasn't in today.
I can't believe how horrible the customer service has been at this store. I am so disappointed in myself for having bought something and contributing to this store in anyway. If I could cancel my order and get my money back, I would do it in a heartbeat. I have been reading reviews online (Google and Yelp) and I am not the only customer to complain about this store. In fact, if I had read all the reviews before I would have never of stepped foot in the door. Obviously, the Rancho Cucamonga store is giving false information and upsetting its customers and no one is doing anything about it. I have been a customer of [redacted] for 5 years and have never had this happen to me.
I would love it if I could completely cancel my order, get a full refund, and never have to deal with Jerome's Furniture ever again. But of course, I have not been called back even though I received an email stating that they would contact me within 24 hours.
We called and spoke with the customer directly.
Roman"">
The customer purchased this item on May 24, 2015 and reported the squeaking frame on November 20, 2015.
The technician went out in December but the customer declined the service since they did not like the quality and wanted to reselect to something else. The technician has confirmed that the squeaking can be easily repaired.
The customer is aware our warranty is for services and repair only, which is also stated on the back of our sales receipt.
We are fully willing to honor our warranty by repairing the loveseat in the customer’s residence.
Should the consumer change her mind and wish to schedule the service, she may simply contact us at (866) 633-4094.
Sincerely,
Jerome's Furniture
In regards to this claim
the rails were already exchanged on August 24, 2015. Roman";'>
Unfortunately Jerome's
does not offer an extended warranty directly through us.
Our warranty, at the
time of purchase, guarantees the merchandise to be free of any manufacturing
defects which are reported within the first year from the original delivery date.
This warranty covers the
cost of parts and labor.
The consumer did
purchase the [redacted] warranty for the sectional which was purchased on the
same order with the bed.
We can gladly take care
of any manufacturing defects which are reported to us within the 1st year.
The consumers current warranty with Jerome's is valid until July 11,
2016.
Should the consumer have
any additional questions or concerns, 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.They did offer me a new couch but I am very unhappy with what they WANTED me to pick. I originally had a blue 3 reclining sofa. I decorated my whole house around the couch. Jeromes didnt have any blue couches and I was forced to get a tan couch against my wishes. The couch looks like a sore thumb. I wanted my money back so I could purchase a blue couch somewhere else. They said that wasnt there policy. I now have to look at a couch that I do not like everyday. My other option was to keep the broken couch I had. Their customer service is awful.
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.
Regards,
[redacted]
Onces again this company if you can call campany they offer so many things on tv but on reality they do not care obout customers I'm so disappointed I never thought after spending almost 1000 dlls was going to be a big issue they do not meet there promises I talk to [redacted] assist which he did not it has been a quit long time since my first attempt to fix this issue with my sofa I told [redacted] crearly call me 30 on advance to make sure I'm hone the delivery guys call me outside my house this was at 2 pm of Saturday agust 2 2014 and the went to do other delivery I waited 1 hr and half for my sofa to be delevered finally whent to inspect my sofa to make sure was repair and they do no stuff my pillows appearly they do not do that even know they said that when I maid the purches so they return I tonces again and I don't have the other sofa they promise to lieve wile they fix my sofa this is unprofessional Jerome's lies on tv there personal lies to you so you spend your money after that they no longer care I whant my intiddle refund of my purches and my couch for all this liesi also check how many complaints this company and believe me I'm not the only unsatisfated customer this Cain of bussines should not be open and I hope this agency can stop this people they also said they do not gave nothing extra on the time of your purches because they focus on quality of they furniture hope the state legislate that all furniture bussines inform clearly how long will be the repairs
Dear [redacted]
We appreciate the additional information which has been provided.
We are currently reviewing your order to see if any alternative options can be provided.
A Customer Care Representative will be in contact with you by Monday December 28, 2015.
Should you have any questions or concerns in the meantime, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture