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] Hello,Thank you for your response but Jerome's did nothing to help our situationAn employee named [redacted] went out of her way to get this resolved in some way or form and bugged the managers to help our situationMy major complaint is that Jerome's clearly said that the sectional wepurchased was out of stock and that the parts were no longer availableWhen we went into the store there is was as clear as day sitting on the sales floor and when we asked why the parts could not be replaced they had no answer for usNONE!! We understand the credit that was given to us however it does not fix an only year old couch from the cushions being flat (After a tech came out and confirmed that) nor does it help with our now deleted year elite warrantyWhat good is a warranty if it doesn't cover the essential problems a couch would haveMy main point is we were lied to and when questioned they had nothing to say nor would a manager come out and speak to usVery sad for a company to act this way let alone not stand up for their productI can see if this was a year old couch but under years with an elite warranty is absurd and inexcusable!!!!
I called and also e-mail the customer directly in regards to the attached claim Unfortunately we cannot offer credit or exchange on mattress or bedding due to health reasons I have offered the customer partial credit on the mattress paid in Gift Certificates totaling $ Please let me know if you need any additional information in regards to this claim Sincerely, [redacted] Customer Care Manager
In regards to the above complaint, I am currently in correspondence with the manufacturer for alternative options for the consumer The consumer will be contacted directly in regards to the sofa and loveseat Please let me know if you need any additional information Sincerely, [redacted] [redacted] Customer Care Manager %
Dear [redacted] I have received information from the Revdex.com in regards to concerns you have expressed on the sofa which was delivered on February 29, At the time of purchase your merchandise came with a warranty directly through Jerome’s This warranty covers any manufacturing defects which are reported within the 1st year from the original delivery date The one year warranty on your merchandise expired on February 29, The [redacted] Protection Plan, which you opted to purchase, covers any array of one time accidental damages as well as repairs of wooden frames and replacement of some mechanism/motorized components The issue which you are reporting with the sofa was only covered within the first year from the original delivery date As a good faith gesture, we offered a portion of what you paid for the sofa in the form of gift certificates to be used toward a future purchase I do understand your frustration; however, we will only be able to offer you the $in gift certificates toward a future purchase The certificates will be issued to your residence within 7-business days and are valid for one year The gift certificates can be redeemed at any one of our showroom locations Please feel free to contact us directly at [redacted] should you have any additional questions or concerns Sincerely, [redacted] Customer Care Manager
For this claim, customer was already contacted directly The wedge has been delivered Please let me know if you need any further 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 fully resolve my complaint Although I appreciate the effort and response to provide the written warranty for the adjustable base unit, I'd like to request that a written warranty be provided for the mattresses as well That was a strong selling point for my wife and me.Regards, [redacted]
[A default letter is provided here which indicates your acceptance of Arbitration If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ,and find that arbitration is necessary Regards, [redacted]
In regards to this claim, we will be contacting the customer directly within hours We have to confirm with [redacted] (the carrier of the extended warranty) if we can process the refund without the consumer going directly through [redacted] Thank you, [redacted] Customer Care Manager
In regards to the additional information received, we unfortunately cannot look into alternative options until the technician goes to the residence to attempt to resolve the issue The technician is confirmed for tomorrow, February 10, with a 4-8pm timeframe At the time of the technician appointment, the technician will call into our service line to allow the customer to verify the repairs If there are any further issues to report, we can gladly take care of this information at the time of the appointment Sincerely, [redacted] Customer Care Manager
Dear [redacted] ***, I have received information from the Revdex.com in regards to concerns you have expressed on the dining room set which was delivered on March 10, At the time of purchase, your merchandise came with warranties The first warranty is directly through Jerome’s This warranty covers any manufacturing defects which are reported within one year from the original delivery date Your one year warranty expired on March 10, The second warranty, which you opted to purchase, is directly through [redacted] The [redacted] Protection Plan covers an array of one-time accidental damages Within weeks after delivery you would have received the full [redacted] Policy in the mail confirming what was covered under the warranty The incident with the open seams was reported to Jerome’s in August 2014, which was after the allotted time period for the year warranty The technician was sent out to your residence as a one-time offer to repair the seams on a best effort basis I do understand your frustration and apologize for any miscommunication which may have occurred We are unable to comply with your request for refund of your merchandise, however, should you wish to request a refund on the [redacted] Protection Plan, please send a request directly to [redacted] by simply contacting them at [redacted] Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Customer Care Manager
Hello Jeromes customer service team told me that the attachment # and #the side of the sofa was going to be fixed that they needed to order the materiel it would take to weeks and that has past and as soon it came in they would call me and set up an appointment and fix it in my home at no cost the customer service rep asked the manager on site he is the one that gave the ok and now they are backing out saying that I never called and they will not help me Thank you for all your help
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] We reported the issue with the couches in January not March We again were not told of the leather wearing away and would not have purchased the couches if that was a factor, especially being military and moving around This is a complete scham and if there is no resolution to our satisfaction then we will be forced to take further action They were very lazy is even documenting when we had called and reported issues since almost everytime I called they had no idea what I was talking about I am still this day waiting for a manager to call when they arrive at work like I was told the last time I called, weeks ago HORRIABLE SERVICE AND THEY SHOULD BE ASHAMED OF THEMSELVES FOR TREATING PEOPLE LIKE THIS!
In regards to this complaint, the consumer did speak with one of our supervisors at the [redacted] showroom in regards to the mattress The consumer already reselected to another mattress This mattress is in stock and the consumer advised he would be in this week to pay the pricing difference between the mattresses We can gladly schedule him for delivery once the balance has been paid Should the consumer have any additional questions or concerns, he may simply contact us at [redacted] 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 ---------- Forwarded message ----------From: [redacted] [redacted] Date: Mon, Jan 26, at 7:AMSubject: My complaintTo: [redacted] I filed a complaint online in December 2014, against Jeromes furniture store with the Revdex.com online We agreed on a settlement on 1/12/and you closed the file, however they were supposed to send me in gift certificates and to date, 1/26/15, I have not received anythingIn addition, my complaint says it was settled, when in fact, it isn't settled until they have satisfactorily honored those certificatesIs there a time frame involved in this that I'm unaware of? I was led to believe the certificates were being mailed to me immediatelyPlease contact me regarding this matter at my email addressIf you need more info I'll be happy to provide it[redacted]
In regards to the above complaint, a service technician is scheduled to repair the sofa in question after 4pm on Thursday January 29, The consumer will be contacted directly tomorrow night with the estimated timeframe for the technician to arrive Unfortunately, we will not be able to comply with the consumer request for refund of the merchandise; however we are confident the technician will be able to complete the necessary repairs 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 Hello [redacted] ***, I was hoping you could help me with my Complaint ID [redacted] On 1/26/I submitted a complaint against Jerome's Furniture in San Marcos, CAI was contacted by Jerome's Furniture CSR rep on 1/27/As a resolution to the issue I was promised a $gift card to their store to replace my damage bedMy Revdex.com complaint was closed on 1/30/due to said promise/resolution It has been well over a month since I spoke with [redacted] the CSR from Jerome's Furniture and I have yet to receive the gift card I reach out to Ozzzy on Monday, March 2nd and left a voice mail for himHowever, he has not returned my call or reached out to me via email I wanted to know if you could help facilitate in getting this issue resolved You help is greatly appreciated Thank
Dear [redacted] This letter is in response to a Revdex.com claim we received on the King sized [redacted] mattress which was delivered on May 5, I apologize for any inconvenience which has occurred At the time of delivery, your mattress was sold with a warranty directly through the manufacturer, [redacted] Unfortunately, [redacted] did go out of business at the end of 2009/beginning of At that time, unfortunately, the warranty was no longer valid since the manufacturer went out of business As a good faith gesture to our consumers, since we are not legally obligated, we were offering $gift certificate which can be used toward a future purchase A secondary manufacturer, [redacted] , has offered to do best effort repairs for mattresses which would have been deemed defective under [redacted] ’s original warranty This option was only offered for consumers who purchased the mattress less than years ago As a good faith gesture, we can send [redacted] *** to inspect the mattress to see if it would be deemed defective If the mattress is deemed defective under [redacted] ’s original warranty you would be responsible to bring the mattress into our Distribution Center which is located in Rancho Bernardo to have the mattress sent to [redacted] Turnaround for repairs is 2-weeks once [redacted] has received the mattress The mattress must be free and clear of any stains or soilage and be on a supportive frame The repairs offered by [redacted] are on a best-effort basis and are not guaranteed to be of the same caliber of repair as the original manufacturer, [redacted] Should you wish to take advantage of one of the options listed above, please contact Customer Care at [redacted] The options will be valid until March 12, Sincerely, [redacted] Customer Care Manager
I called and left a message for the consumer directly and also sent the below e-mail to the e-mail address which was provided on the claim: Dear [redacted] I left a message on your cell phone in regards to a Revdex.com claim we receivedI do understand your frustration and apologize for any miscommunication which has occurred Jerome’s as well as the manufacturer will warranty any manufacturing defects which are reported within the 1st year from the original delivery dateThe one year warranty on your piece sectional expired on February 15, The [redacted] ***, which you opted to purchase, does cover an array of one-time accidental stains and damages Unfortunately peeling of leather is not covered since this type of damage does not occur from a one-time occurrence but accumulates over a period of time After review of your account, I have confirmed a $gift certificate was mailed to your residence for the peeling of leather and the [redacted] claim being denied As a good faith gesture we can offer you 50% off the retail price (in gift certificates) of the sofa and loveseat for the peeling which has occurred The total amount of gift certificates would be $ I can mail you out the remaining $in gift certificates, since $was already issued If you can please confirm your current address, I can gladly have these mailed out this week 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 I will just stay away from Jeromes and advise family and friends of the untruthful people employed thereYour commercials are fake and hypocriticalYour interest is on sales and not treating customers with dignity and respectOnce again you failed to recognize why I bought the furniture.....it was because of the statements your salesperson told me in regards to the warrantyI WOULD NOT HAVE BOUGHT THE SOFAS IF I KNEW THE WARRANTY WAS NO GOODADVERTISING ON YOUR PART! Thank you for nothing Regards, [redacted] ***
In regards to this complaint, I called and left a message for the consumer directly Unfortunately, we cannot provide any alternative options for the recliner in the residence We can, however, offer $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 showroom locations and are valid for one year from the issuance date The certificates will be mailed directly to the consumer within the next 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 Regards, [redacted] Hello,Thank you for your response but Jerome's did nothing to help our situationAn employee named [redacted] went out of her way to get this resolved in some way or form and bugged the managers to help our situationMy major complaint is that Jerome's clearly said that the sectional wepurchased was out of stock and that the parts were no longer availableWhen we went into the store there is was as clear as day sitting on the sales floor and when we asked why the parts could not be replaced they had no answer for usNONE!! We understand the credit that was given to us however it does not fix an only year old couch from the cushions being flat (After a tech came out and confirmed that) nor does it help with our now deleted year elite warrantyWhat good is a warranty if it doesn't cover the essential problems a couch would haveMy main point is we were lied to and when questioned they had nothing to say nor would a manager come out and speak to usVery sad for a company to act this way let alone not stand up for their productI can see if this was a year old couch but under years with an elite warranty is absurd and inexcusable!!!!
I called and also e-mail the customer directly in regards to the attached claim Unfortunately we cannot offer credit or exchange on mattress or bedding due to health reasons I have offered the customer partial credit on the mattress paid in Gift Certificates totaling $ Please let me know if you need any additional information in regards to this claim Sincerely, [redacted] Customer Care Manager
In regards to the above complaint, I am currently in correspondence with the manufacturer for alternative options for the consumer The consumer will be contacted directly in regards to the sofa and loveseat Please let me know if you need any additional information Sincerely, [redacted] [redacted] Customer Care Manager %
Dear [redacted] I have received information from the Revdex.com in regards to concerns you have expressed on the sofa which was delivered on February 29, At the time of purchase your merchandise came with a warranty directly through Jerome’s This warranty covers any manufacturing defects which are reported within the 1st year from the original delivery date The one year warranty on your merchandise expired on February 29, The [redacted] Protection Plan, which you opted to purchase, covers any array of one time accidental damages as well as repairs of wooden frames and replacement of some mechanism/motorized components The issue which you are reporting with the sofa was only covered within the first year from the original delivery date As a good faith gesture, we offered a portion of what you paid for the sofa in the form of gift certificates to be used toward a future purchase I do understand your frustration; however, we will only be able to offer you the $in gift certificates toward a future purchase The certificates will be issued to your residence within 7-business days and are valid for one year The gift certificates can be redeemed at any one of our showroom locations Please feel free to contact us directly at [redacted] should you have any additional questions or concerns Sincerely, [redacted] Customer Care Manager
For this claim, customer was already contacted directly The wedge has been delivered Please let me know if you need any further 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 fully resolve my complaint Although I appreciate the effort and response to provide the written warranty for the adjustable base unit, I'd like to request that a written warranty be provided for the mattresses as well That was a strong selling point for my wife and me.Regards, [redacted]
[A default letter is provided here which indicates your acceptance of Arbitration If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ,and find that arbitration is necessary Regards, [redacted]
In regards to this claim, we will be contacting the customer directly within hours We have to confirm with [redacted] (the carrier of the extended warranty) if we can process the refund without the consumer going directly through [redacted] Thank you, [redacted] Customer Care Manager
In regards to the additional information received, we unfortunately cannot look into alternative options until the technician goes to the residence to attempt to resolve the issue The technician is confirmed for tomorrow, February 10, with a 4-8pm timeframe At the time of the technician appointment, the technician will call into our service line to allow the customer to verify the repairs If there are any further issues to report, we can gladly take care of this information at the time of the appointment Sincerely, [redacted] Customer Care Manager
Dear [redacted] ***, I have received information from the Revdex.com in regards to concerns you have expressed on the dining room set which was delivered on March 10, At the time of purchase, your merchandise came with warranties The first warranty is directly through Jerome’s This warranty covers any manufacturing defects which are reported within one year from the original delivery date Your one year warranty expired on March 10, The second warranty, which you opted to purchase, is directly through [redacted] The [redacted] Protection Plan covers an array of one-time accidental damages Within weeks after delivery you would have received the full [redacted] Policy in the mail confirming what was covered under the warranty The incident with the open seams was reported to Jerome’s in August 2014, which was after the allotted time period for the year warranty The technician was sent out to your residence as a one-time offer to repair the seams on a best effort basis I do understand your frustration and apologize for any miscommunication which may have occurred We are unable to comply with your request for refund of your merchandise, however, should you wish to request a refund on the [redacted] Protection Plan, please send a request directly to [redacted] by simply contacting them at [redacted] Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Customer Care Manager
Hello Jeromes customer service team told me that the attachment # and #the side of the sofa was going to be fixed that they needed to order the materiel it would take to weeks and that has past and as soon it came in they would call me and set up an appointment and fix it in my home at no cost the customer service rep asked the manager on site he is the one that gave the ok and now they are backing out saying that I never called and they will not help me Thank you for all your help
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] We reported the issue with the couches in January not March We again were not told of the leather wearing away and would not have purchased the couches if that was a factor, especially being military and moving around This is a complete scham and if there is no resolution to our satisfaction then we will be forced to take further action They were very lazy is even documenting when we had called and reported issues since almost everytime I called they had no idea what I was talking about I am still this day waiting for a manager to call when they arrive at work like I was told the last time I called, weeks ago HORRIABLE SERVICE AND THEY SHOULD BE ASHAMED OF THEMSELVES FOR TREATING PEOPLE LIKE THIS!
In regards to this complaint, the consumer did speak with one of our supervisors at the [redacted] showroom in regards to the mattress The consumer already reselected to another mattress This mattress is in stock and the consumer advised he would be in this week to pay the pricing difference between the mattresses We can gladly schedule him for delivery once the balance has been paid Should the consumer have any additional questions or concerns, he may simply contact us at [redacted] 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 ---------- Forwarded message ----------From: [redacted] [redacted] Date: Mon, Jan 26, at 7:AMSubject: My complaintTo: [redacted] I filed a complaint online in December 2014, against Jeromes furniture store with the Revdex.com online We agreed on a settlement on 1/12/and you closed the file, however they were supposed to send me in gift certificates and to date, 1/26/15, I have not received anythingIn addition, my complaint says it was settled, when in fact, it isn't settled until they have satisfactorily honored those certificatesIs there a time frame involved in this that I'm unaware of? I was led to believe the certificates were being mailed to me immediatelyPlease contact me regarding this matter at my email addressIf you need more info I'll be happy to provide it[redacted]
In regards to the above complaint, a service technician is scheduled to repair the sofa in question after 4pm on Thursday January 29, The consumer will be contacted directly tomorrow night with the estimated timeframe for the technician to arrive Unfortunately, we will not be able to comply with the consumer request for refund of the merchandise; however we are confident the technician will be able to complete the necessary repairs 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 Hello [redacted] ***, I was hoping you could help me with my Complaint ID [redacted] On 1/26/I submitted a complaint against Jerome's Furniture in San Marcos, CAI was contacted by Jerome's Furniture CSR rep on 1/27/As a resolution to the issue I was promised a $gift card to their store to replace my damage bedMy Revdex.com complaint was closed on 1/30/due to said promise/resolution It has been well over a month since I spoke with [redacted] the CSR from Jerome's Furniture and I have yet to receive the gift card I reach out to Ozzzy on Monday, March 2nd and left a voice mail for himHowever, he has not returned my call or reached out to me via email I wanted to know if you could help facilitate in getting this issue resolved You help is greatly appreciated Thank
Dear [redacted] This letter is in response to a Revdex.com claim we received on the King sized [redacted] mattress which was delivered on May 5, I apologize for any inconvenience which has occurred At the time of delivery, your mattress was sold with a warranty directly through the manufacturer, [redacted] Unfortunately, [redacted] did go out of business at the end of 2009/beginning of At that time, unfortunately, the warranty was no longer valid since the manufacturer went out of business As a good faith gesture to our consumers, since we are not legally obligated, we were offering $gift certificate which can be used toward a future purchase A secondary manufacturer, [redacted] , has offered to do best effort repairs for mattresses which would have been deemed defective under [redacted] ’s original warranty This option was only offered for consumers who purchased the mattress less than years ago As a good faith gesture, we can send [redacted] *** to inspect the mattress to see if it would be deemed defective If the mattress is deemed defective under [redacted] ’s original warranty you would be responsible to bring the mattress into our Distribution Center which is located in Rancho Bernardo to have the mattress sent to [redacted] Turnaround for repairs is 2-weeks once [redacted] has received the mattress The mattress must be free and clear of any stains or soilage and be on a supportive frame The repairs offered by [redacted] are on a best-effort basis and are not guaranteed to be of the same caliber of repair as the original manufacturer, [redacted] Should you wish to take advantage of one of the options listed above, please contact Customer Care at [redacted] The options will be valid until March 12, Sincerely, [redacted] Customer Care Manager
I called and left a message for the consumer directly and also sent the below e-mail to the e-mail address which was provided on the claim: Dear [redacted] I left a message on your cell phone in regards to a Revdex.com claim we receivedI do understand your frustration and apologize for any miscommunication which has occurred Jerome’s as well as the manufacturer will warranty any manufacturing defects which are reported within the 1st year from the original delivery dateThe one year warranty on your piece sectional expired on February 15, The [redacted] ***, which you opted to purchase, does cover an array of one-time accidental stains and damages Unfortunately peeling of leather is not covered since this type of damage does not occur from a one-time occurrence but accumulates over a period of time After review of your account, I have confirmed a $gift certificate was mailed to your residence for the peeling of leather and the [redacted] claim being denied As a good faith gesture we can offer you 50% off the retail price (in gift certificates) of the sofa and loveseat for the peeling which has occurred The total amount of gift certificates would be $ I can mail you out the remaining $in gift certificates, since $was already issued If you can please confirm your current address, I can gladly have these mailed out this week 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 I will just stay away from Jeromes and advise family and friends of the untruthful people employed thereYour commercials are fake and hypocriticalYour interest is on sales and not treating customers with dignity and respectOnce again you failed to recognize why I bought the furniture.....it was because of the statements your salesperson told me in regards to the warrantyI WOULD NOT HAVE BOUGHT THE SOFAS IF I KNEW THE WARRANTY WAS NO GOODADVERTISING ON YOUR PART! Thank you for nothing Regards, [redacted] ***
In regards to this complaint, I called and left a message for the consumer directly Unfortunately, we cannot provide any alternative options for the recliner in the residence We can, however, offer $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 showroom locations and are valid for one year from the issuance date The certificates will be mailed directly to the consumer within the next business day Sincerely, [redacted] Customer Care Manager %