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.
Giving us a re-selection for furniture isn't acceptable when there is no comparable furniture. We've visited the store and looked online numerous times with no luck. How is this going above and beyond when we've tried working with Jerome's. Even the sales rep who helped us told us there was no comparable furniture. We even tried looking at a new mattress, but they were just too expensive. We have no furniture in our living room because our money is stuck at a furniture store that does not even offer the same color furniture we had. This is unsuitable environment for our toddler. This is a shame when reading other Revdex.com complaints refunds were given when customers had a defective furniture and a re-select didn't have comparable furniture. I don't get what makes my case different compared to other complaints who had defective furniture. I was told there is an absolute zero policy on refunds, but yet refunds are given to many customers who have complained on Revdex.com when there was no comparable furniture sets with re-selects.
Regards,
[redacted]
In regards to this claim the customer already reselected on the merchandise in question.
The new merchandise was delivered on February 5, 2016.
Should the consumer need further assistance, they may simply contact us at ([redacted]...
The consumer was contacted directly by a representative of Jerome's. We will honor the exchange of the sofa.
Should you need further questions, please feel to contact us at (866) 633-4094.
Sincerely,
Jerome's Furniture
In regards to the above complaint the customer was in contact with us directly.
The delivery charge of $89.99 was refunded, which was indicated in the customer's claim. We also mailed out a $100 gift certificate the end of June for the inconvenience.
We will be unable to...
comply with the consumer request for the full amount of the purchase to be credited back. I can however, offer free delivery on the next purchase (value up to $89.99).
The customer's account has been notated with this information. The offer does not have an expiration date.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
Jerome's Furniture Warehouse
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any miscommunication which has occurred.
At the time of purchase your sofa came with a 3 year warranty to replace defective seat cushion cores that are removable from the frame.
With all down feather items, feathers coming from the casing are normal and not considered a defect.
Due to the nature of feathers they can come loose from the casing. The manufacturer recommends vacuuming the seat cushions on a regular basis to help alleviate and remove any "loose" feathers.
The down is not covered under the warranty, since this is not a replaceable part. We also recommend fluffing the down on a regular basis to keep the shape of the down cushioning.
Unfortunately we are unable to comply with your request for refund. We however, will honor our warranty for the replacement of the removable seat cushion cores.
A customer care representative will be in contact with you this week to provide an update on your parts.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
I have only shopped at Jerome's once and will never set foot in the store again. I bought a moderately priced sofa and have had nothing but problems with it since I purchased it. They are now telling me that it's been over a year and will not replace the sofa with a different selection. Cushions constantly need to be replaced, and they even gave me a brand new sofa which is only 10 months old but they say that they go from the original delivery date and it's been over a year since I received the original sofa. This is such a joke. Nobody ever told me that I could make a different selection because of the problems. When they do order new cushions, it takes 3 months to get them! Not acceptable. Customer service NEVER returns a phone call. Now I am stuck with a horrible couch that I paid a lot for and there is nothing I can do except continue to call them out to order new cushions. This store is horrible.
In regards to this claim, the delivery fee of $99.99 has been refunded back to the customers finance account.
The refund can take up to 2 billing cycles to be reflected as credit.
The concerns which the customer expressed have been addressed with...
our delivery personnel to try to prevent future issues from occurring.
Should the consumer have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
Revdex.com
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We have stopped in the Jerome's showroom twice and there are no replacement dining sets that meet our needs. We selected what we purchased based on space, style and color to fit our dining room. We have been looking off and on for a counter height dining set for many years and thought we finally found the right one. As stated in our initial complaint, if repair is not possible, we expect a full refund of $752.87.
We find it absurd that the Oops protection is not a viable option to have the table repaired. It's not rocket science - it's just a broken leaf support that any furniture repair company could make. Jerome's states that the protection is through a third party, yet Jerome's is the only contact number on the information.
Upon further review of the Revdex.com website, it's quite evident Jerome's has a serious customer service problem - they have 276 complaints to your site in the past 3 years, and 136 in the past 12 months - by far the leader among similar companies. According to your site, of 13 comparable businesses, the 12 others have 25 or fewer complaints in the past 3 years, and Jerome's has nearly 300. Your rating system must be flawed to still qualify Jerome's with an A+ rating.
We hope Jerome's understands that if they sell defective merchandise that they can't fix, they are obligated to refund our money. We have no interest in a store credit or replacement set.
Regards,
[redacted]
In regards to this complaint, the customer was already contacted and given a $150 credit for the inconvenience.
The part she was requesting is not available from the manufacturer.
Please let me know if you have any additional questions.
Thank you,
[redacted]...
The refund on this account was processed the beginning of this month. The consumer should have already received the refund, which can take up to 7 business days from the point the refund is processed.
The request was made on 8/5/15 and the refund could have taken up to 8/15/15 to be an available credit on the consumers account.
If the consumer does not show this refund, they may contact us at [redacted] for further assistance.
Sincerely,
Jerome's Furniture
In regards to this complaint the consumer has confirmed receipt of the part required.
Should the consumer need further assistance or have any additional questions or concerns, please feel free to contact us directly at [redacted]...
[redacted]
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, one of our Customer Care managers is working directly with this customer for a resolution to the claim.
Should the customer have any additional questions or concerns, please feel free to contact us at [redacted]...
I purchased an expensive mattress from Jerome's, only to have it sag on the sides in a short time after purchase. Despite being under warranty, I was informed by a representative that in the short three years, the mattress was sagging because of normal wear and tear. I believe I received a faulty piece of merchandise, and I would hope that Jerome's would rectify this by simply replacing the item.
March 26, 2014
Re: Claim # [redacted]
Dear [redacted],
I have received information from the Revdex.com in regards to concerns you have expressed on the Mattress on box spring which was picked up from our [redacted] Showroom on March 8, 2014. I apologize for any miscommunication which may have occurred.
I do understand your frustration. Bed bugs have the ability to be carried into your household a variety of ways. Infestations can be transmitted into your home via luggage, clothing or even in some case through a pet; this would include wild birds and in rare occasion's household pets.
Research has indicated that when traveling, bed bugs can be acquired through hotels, motels or even bed-and-breakfasts. There have been some cases where bed bugs have been transferred by clothing, if in the presence of a severe infestation.
Due to the nature in which bedbug infestations are caused, we are unable to warranty or prevent these infestations from occurring. As a good faith gesture we have offered you a $200 gift certificate toward a future purchase with Jerome’s.
This gift certificate is valid for 1 year from the issuance date and can be redeemed at any one of our 9 showroom location. The gift certificate will be mailed to the address which was provided on your claim and should be received no later than April 4, 2014.
Please do not hesitate to contact Customer Service at [redacted] should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
Jerome’s Furniture Warehouse
Were do I begin.. Bought a set of couches and a recliner best I ever owned the fit was perfect at my house even bought all the insurance I can buy to protect my investment then the power seat starts making a noise loud and sounded like something was broken called they sent out a tech and said it would be a few weeks for the part that turned into months and then I had to call them to check and they told me no part was available so they came and picked up the section that was broke replaced it with the new version and that was a disaster 3 times we scheduled to bring the correct one they said that one was no longer available so now i'm stuck with something that does not even match... Talked to at least 3 Managers finally one smart one out of the bunch offered to replace the whole set and I could buy the set I was using I agreed time went by I go in to choose the new set and they tell me the Manager was wrong talked to some Gal [redacted] took two weeks to get the same answer back he should not have offered a buy back... so many problems and so much documentation not worth the money or the time will just have to settle in court. I have all my receipts and notes
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us; we apologize for any inconvenience which has occurred.
After review of your account, the technician visited your home on October 10, 2015.
At the time of the inspection, the technician confirmed that the frame did need to be replaced and a part order was arranged through the vendor.
All of our parts are estimated to be received within 10-12 weeks, however, this time can change since most of our parts are shipped from overseas.
We apologize once again for any inconvenience. We are currently in contact with the vendor for a better estimated time of arrival for your part to be received.
A Customer Care Representative will contact you within the next 72 hours.
Should you have any additional questions or concerns, please do not hesitate to contact us at ([redacted]
I purchased two leather couches in June of 2015. (Just under $2000) In August of 2015 I noticed small pin holes in one of the arm rest. I called the extended warranty company that I purchased separately and they explained to me that stuffing would have to be coming out of the holes for them to cover it but Jeromes should cover it because the couches were only two years old. I called and they sent a representative to my home and he ordered the arm rest that day. He said they would contact me when it came in but it could take up to three months for them to receive it. I never heard anything from them so on December 14 I stopped in the store and asked the customer service desk representative to check on it for me! She told me that it was in the warehouse and she scheduled service for me! On 2/3/16 I had another inspection for the same thing but on the other three arm rests. The technician said the same thing that it would take up to three months to receive them and they would have to schedule extra time seeing that there was three to change out. On 6/10/16 I called Jeromes to check status and there was no record of the arm rests being ordered. The customer service rep scheduled another inspection and the technician came on 6/13/16 and inspected to see if the leather was defective. He left and later that day a woman called to explain that the leather was not defective and there was nothing that they could do for me! I asked why they replaced the one and not the others and she had no answers. I had one of the couches restuffed on 4/6/16 and it is so over stuffed that you can't sit in it without a neck ach! I asked the technician about the over stuffing and he stated it would mold to my body!!!!! It's been over three months! I still can't sit on it!!!!!!! I have left numerous messages for a manager to call me and to this day have not received a call! Naturally 6/13/16 was the last day of the year warranty! Plus the extended warranty is useless because I already called them when this first began so they will have records of my call. I feel I should get new arm rests or even now new couches!! Very dissatisfied with customer service and management! I wouldn't recommend Jeromes! This was not the first time that I purchased furniture from Jeromes but it will surely be my last!!!!!
In regards to the above complaint, check # [redacted] in the amount of $150.01 was mailed to the consumer on August 4, 2014.
The refund check should already have been received at the customer's residence.
Please let me know if you should need any additional...
information.
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.
Giving us a re-selection for furniture isn't acceptable when there is no comparable furniture. We've visited the store and looked online numerous times with no luck. How is this going above and beyond when we've tried working with Jerome's. Even the sales rep who helped us told us there was no comparable furniture. We even tried looking at a new mattress, but they were just too expensive. We have no furniture in our living room because our money is stuck at a furniture store that does not even offer the same color furniture we had. This is unsuitable environment for our toddler. This is a shame when reading other Revdex.com complaints refunds were given when customers had a defective furniture and a re-select didn't have comparable furniture. I don't get what makes my case different compared to other complaints who had defective furniture. I was told there is an absolute zero policy on refunds, but yet refunds are given to many customers who have complained on Revdex.com when there was no comparable furniture sets with re-selects.
Regards,
[redacted]
In regards to this claim the customer already reselected on the merchandise in question.
The new merchandise was delivered on February 5, 2016.
Should the consumer need further assistance, they may simply contact us at ([redacted]...
[redacted]
Sincerely,
Jerome's Furniture
The consumer was contacted directly by a representative of Jerome's. We will honor the exchange of the sofa.
Should you need further questions, please feel to contact us at (866) 633-4094.
Sincerely,
Jerome's Furniture
In regards to the above complaint the customer was in contact with us directly.
The delivery charge of $89.99 was refunded, which was indicated in the customer's claim. We also mailed out a $100 gift certificate the end of June for the inconvenience.
We will be unable to...
comply with the consumer request for the full amount of the purchase to be credited back. I can however, offer free delivery on the next purchase (value up to $89.99).
The customer's account has been notated with this information. The offer does not have an expiration date.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
Jerome's Furniture Warehouse
In regards to this claim, I have e-mailed the customer directly for pictures of the mattress set.
Thank you,
[redacted]
Customer Care Manager
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us. We apologize for any miscommunication which has occurred.
At the time of purchase your sofa came with a 3 year warranty to replace defective seat cushion cores that are removable from the frame.
With all down feather items, feathers coming from the casing are normal and not considered a defect.
Due to the nature of feathers they can come loose from the casing. The manufacturer recommends vacuuming the seat cushions on a regular basis to help alleviate and remove any "loose" feathers.
The down is not covered under the warranty, since this is not a replaceable part. We also recommend fluffing the down on a regular basis to keep the shape of the down cushioning.
Unfortunately we are unable to comply with your request for refund. We however, will honor our warranty for the replacement of the removable seat cushion cores.
A customer care representative will be in contact with you this week to provide an update on your parts.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
I have only shopped at Jerome's once and will never set foot in the store again. I bought a moderately priced sofa and have had nothing but problems with it since I purchased it. They are now telling me that it's been over a year and will not replace the sofa with a different selection. Cushions constantly need to be replaced, and they even gave me a brand new sofa which is only 10 months old but they say that they go from the original delivery date and it's been over a year since I received the original sofa. This is such a joke. Nobody ever told me that I could make a different selection because of the problems. When they do order new cushions, it takes 3 months to get them! Not acceptable. Customer service NEVER returns a phone call. Now I am stuck with a horrible couch that I paid a lot for and there is nothing I can do except continue to call them out to order new cushions. This store is horrible.
In regards to this claim, the delivery fee of $99.99 has been refunded back to the customers finance account.
The refund can take up to 2 billing cycles to be reflected as credit.
The concerns which the customer expressed have been addressed with...
our delivery personnel to try to prevent future issues from occurring.
Should the consumer have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
Revdex.com
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We have stopped in the Jerome's showroom twice and there are no replacement dining sets that meet our needs. We selected what we purchased based on space, style and color to fit our dining room. We have been looking off and on for a counter height dining set for many years and thought we finally found the right one. As stated in our initial complaint, if repair is not possible, we expect a full refund of $752.87.
We find it absurd that the Oops protection is not a viable option to have the table repaired. It's not rocket science - it's just a broken leaf support that any furniture repair company could make. Jerome's states that the protection is through a third party, yet Jerome's is the only contact number on the information.
Upon further review of the Revdex.com website, it's quite evident Jerome's has a serious customer service problem - they have 276 complaints to your site in the past 3 years, and 136 in the past 12 months - by far the leader among similar companies. According to your site, of 13 comparable businesses, the 12 others have 25 or fewer complaints in the past 3 years, and Jerome's has nearly 300. Your rating system must be flawed to still qualify Jerome's with an A+ rating.
We hope Jerome's understands that if they sell defective merchandise that they can't fix, they are obligated to refund our money. We have no interest in a store credit or replacement set.
Regards,
[redacted]
In regards to this complaint, the customer was already contacted and given a $150 credit for the inconvenience.
The part she was requesting is not available from the manufacturer.
Please let me know if you have any additional questions.
Thank you,
[redacted]...
[redacted]
Customer Care Manager
In regards to this claim, customer contacted our office directly.
New Roman"">
The 5 year warranty is through a 3rd party company called [redacted]
[redacted] has advised they will be refunding back the consumer the $199.99, which was paid for the warranty.
The consumer will receive the refund directly from [redacted]
Should the consumer have any additional questions, they may simply contact us at ([redacted]
Sincerely,
Jerome's Furniture
The refund on this account was processed the beginning of this month. The consumer should have already received the refund, which can take up to 7 business days from the point the refund is processed.
The request was made on 8/5/15 and the refund could have taken up to 8/15/15 to be an available credit on the consumers account.
If the consumer does not show this refund, they may contact us at [redacted] for further assistance.
Sincerely,
Jerome's Furniture
In regards to this complaint the consumer has confirmed receipt of the part required.
Should the consumer need further assistance or have any additional questions or concerns, please feel free to contact us directly at [redacted]...
[redacted]
Sincerely,
[redacted]
Customer Care Manager
In regards to this claim, one of our Customer Care managers is working directly with this customer for a resolution to the claim.
Should the customer have any additional questions or concerns, please feel free to contact us at [redacted]...
[redacted]
Sincerely,
Jerome's Furniture
I purchased an expensive mattress from Jerome's, only to have it sag on the sides in a short time after purchase. Despite being under warranty, I was informed by a representative that in the short three years, the mattress was sagging because of normal wear and tear. I believe I received a faulty piece of merchandise, and I would hope that Jerome's would rectify this by simply replacing the item.
March 26, 2014
Re: Claim # [redacted]
Dear [redacted],
I have received information from the Revdex.com in regards to concerns you have expressed on the Mattress on box spring which was picked up from our [redacted] Showroom on March 8, 2014. I apologize for any miscommunication which may have occurred.
I do understand your frustration. Bed bugs have the ability to be carried into your household a variety of ways. Infestations can be transmitted into your home via luggage, clothing or even in some case through a pet; this would include wild birds and in rare occasion's household pets.
Research has indicated that when traveling, bed bugs can be acquired through hotels, motels or even bed-and-breakfasts. There have been some cases where bed bugs have been transferred by clothing, if in the presence of a severe infestation.
Due to the nature in which bedbug infestations are caused, we are unable to warranty or prevent these infestations from occurring. As a good faith gesture we have offered you a $200 gift certificate toward a future purchase with Jerome’s.
This gift certificate is valid for 1 year from the issuance date and can be redeemed at any one of our 9 showroom location. The gift certificate will be mailed to the address which was provided on your claim and should be received no later than April 4, 2014.
Please do not hesitate to contact Customer Service at [redacted] should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
Jerome’s Furniture Warehouse
Were do I begin.. Bought a set of couches and a recliner best I ever owned the fit was perfect at my house even bought all the insurance I can buy to protect my investment then the power seat starts making a noise loud and sounded like something was broken called they sent out a tech and said it would be a few weeks for the part that turned into months and then I had to call them to check and they told me no part was available so they came and picked up the section that was broke replaced it with the new version and that was a disaster 3 times we scheduled to bring the correct one they said that one was no longer available so now i'm stuck with something that does not even match... Talked to at least 3 Managers finally one smart one out of the bunch offered to replace the whole set and I could buy the set I was using I agreed time went by I go in to choose the new set and they tell me the Manager was wrong talked to some Gal [redacted] took two weeks to get the same answer back he should not have offered a buy back... so many problems and so much documentation not worth the money or the time will just have to settle in court. I have all my receipts and notes
Dear [redacted]
class="MsoNormal">
Thank you for reaching out to us; we apologize for any inconvenience which has occurred.
After review of your account, the technician visited your home on October 10, 2015.
At the time of the inspection, the technician confirmed that the frame did need to be replaced and a part order was arranged through the vendor.
All of our parts are estimated to be received within 10-12 weeks, however, this time can change since most of our parts are shipped from overseas.
We apologize once again for any inconvenience. We are currently in contact with the vendor for a better estimated time of arrival for your part to be received.
A Customer Care Representative will contact you within the next 72 hours.
Should you have any additional questions or concerns, please do not hesitate to contact us at ([redacted]
Sincerely,
Jerome's Furniture
I purchased two leather couches in June of 2015. (Just under $2000) In August of 2015 I noticed small pin holes in one of the arm rest. I called the extended warranty company that I purchased separately and they explained to me that stuffing would have to be coming out of the holes for them to cover it but Jeromes should cover it because the couches were only two years old. I called and they sent a representative to my home and he ordered the arm rest that day. He said they would contact me when it came in but it could take up to three months for them to receive it. I never heard anything from them so on December 14 I stopped in the store and asked the customer service desk representative to check on it for me! She told me that it was in the warehouse and she scheduled service for me! On 2/3/16 I had another inspection for the same thing but on the other three arm rests. The technician said the same thing that it would take up to three months to receive them and they would have to schedule extra time seeing that there was three to change out. On 6/10/16 I called Jeromes to check status and there was no record of the arm rests being ordered. The customer service rep scheduled another inspection and the technician came on 6/13/16 and inspected to see if the leather was defective. He left and later that day a woman called to explain that the leather was not defective and there was nothing that they could do for me! I asked why they replaced the one and not the others and she had no answers. I had one of the couches restuffed on 4/6/16 and it is so over stuffed that you can't sit in it without a neck ach! I asked the technician about the over stuffing and he stated it would mold to my body!!!!! It's been over three months! I still can't sit on it!!!!!!! I have left numerous messages for a manager to call me and to this day have not received a call! Naturally 6/13/16 was the last day of the year warranty! Plus the extended warranty is useless because I already called them when this first began so they will have records of my call. I feel I should get new arm rests or even now new couches!! Very dissatisfied with customer service and management! I wouldn't recommend Jeromes! This was not the first time that I purchased furniture from Jeromes but it will surely be my last!!!!!
In regards to the above complaint, check # [redacted] in the amount of $150.01 was mailed to the consumer on August 4, 2014.
The refund check should already have been received at the customer's residence.
Please let me know if you should need any additional...
information.
Sincerely,
[redacted]
Customer Care Manager