I do not want to accept on gift certificates from JeromesI need a new sofa and my husband and I are on fixed incomesWe bought this sofa and love seat before my husband went on SSDI so we would have them for awhileIn addition, we paid for a warranty that is useless and they no longer use *** for that reasonI feel to be fair what I'm asking for, a new sofa and a refund for the warranty is reasonableAt the very least I would prefer cash instead of the gift certificates so I have a choice in replacing it
These gift certificates were mailed out on February 2, to this address:
*** *** *** ***
*** *** ** ***
Also *** is no longer with our company. If the consumer should have any additional questions or concerns, please feel free to contact Customer Care at (866) 633-
Sincerely,
*** ***
Customer Care Manager
In regards to the above claim, the full refund was processed back onto the *** card on file on December 10,
We apologize for the inconvenience which occurred in regards to the refund
The refund should have already been posted to the consumer’s credit card, since most refunds can take up to
5-business days to reflect as an available credit
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
In regards to this complaint, the customer was already contacted and given a $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,
*** ***
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Dear *** *** *** ***
I have received information from the Revdex.com in regards to concerns expressed on *** *** We apologize for any miscommunication which has
occurred
Your feedback in regards to *** *** business practices is very much appreciated and valued.
We do offer an array of different financing options at the time of purchase. At the time of financing, all the financing terms and conditions are presented in the contract during the time of signing.
I understand your frustration; however, we are unable to comply with your request for reimbursement due to *** *** This is a 3rd party contract which is signed with *** and not directly with Jerome's
Please feel free to contact *** *** directly should you have any questions or concerns in regards to the terms of your financing. Their Customer Care office can be reached directly at *** ***
Should you have any additional questions or concerns in regards to your order, please feel free to contact our Customer Care Department at *** ***
Sincerely,
*** ***
Customer Care Manager
Dear Sir,
Thank you for providing us with the additional information. The parts which the manufacturer sent are the correct parts
Our warranty is for repairs only and all parts are acquired from the manufacturer of your merchandise. We do understand your frustration; however, we are abiding by our warranty and offering to install the new seat cushion cores
You declined service when our technician went out in April to install the parts
Please feel free to contact us at *** *** if you wish for us to install the parts
Sincerely,
*** ***
Dear *** ***
I have received information from the Revdex.com in regards to concerns expressed on the pub chairs, power loveseat, power recliner and wedges which were
purchased for your sister and delivered on December 7, 2014. I apologize for any miscommunication which has occurred
After review of your account, we did agree to pithe merchandise in your sister’s residence on December 9, on the contingency that the merchandise was as we had delivered it, in new condition
Unfortunately the merchandise was in used condition and was no longer applicable for the return. Our drivers as well as the pictures which were taken at the time of the attempted pick up show food and beverage stains on the chairs as well as the living room items
I do understand your frustration; however, we will not be able to comply with your request for return of the merchandise which was purchased.
Should you wish to re-purchase the sofa on the invoice, which you opted to cancel off the order, we can gladly have this item delivered as soon as we have received a shipment from our manufacturer
We are currently estimating to receive the sofa the beginning of January
Please do not hesitate to contact us at *** *** should you have any additional questions or concerns.
Sincerely,
*** ***
Customer Care Manager
Dear Mrs***,
Thank you for providing us with the additional information
I do understand your
frustration, however the back of our sales receipt as well as the pamphlet
which is provided at the time of purchase does indicate that "loose seat
cushions" are covered for years Our warranty covers the cost of
labor and parts for replacement of the loose seat cores
The cushions on the
merchandise in question are attached to the frame and unfortunately are not
considered to be "loose seat cushions". Your cores would have been covered within the
1st year from the original delivery date
The one year warranty
expired on May 6,
We do offer replacement
of attached seat cores at the cost of the consumer The total cost of
parts and labor for all seat cushions would be $($per seat cushion
core and each hour of labor is $55; installation of the cores would take
hours in the residence)
As a one-time courtesy,
we can offer to meet to half way with the cost or parts and labor and charge
you a total of $to replace all seat cushion cores on the sofa
Should you opt to take
advantage of the above offer, I do have to mention that the seat cushion cores
would be replaced with a higher density foam other than the current density
foam which was provided by the manufacturer
I have notated your
account with the above offer which is valid until February 1,
Please feel free to contact us at (866) 633-should you wish to set
up an appointment or if you have any additional questions or concerns.
Sincerely,
*** ***
Customer Care Manager
Here is clarification
you have requested:
Merchandise was
pickby *** *** on 1/16/ The damage was reported on 1/17/
to indicate there was a hole as well as one of the legs were broken
Our lead technician
inspected the merchandise on 1/25/and determined the way the damage was on
the merchandise that it looked to be something which occurred during transport
Attached are the pictures the technician took which show the leg has a
large chunk of wood missing
There is no information
that the consumer was offered for us to replace the fabric and install
We did offer for the technician to repair the leg and hole on a best
effort basis as a good faith gesture
We can replace the leg
for the consumer and send the technician out to repair the hole as best effort
as well The consumer has also been offered to send a 2nd technician for
another opinion
Please let me know if
you need any further information
Sincerely,
*** ***
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have accepted the mattress because the smell did dissipate however, my main point is that after doing on line research, memory foam and gel mattresses contain toxic chemicals, some being known carcinogens and embalming fluid This should be disclosed to any potential buyer so they can make an informed choice For instance, this mattress it turns out, does not have memory foam although the salesperson said it did This mattress has latex Many people are allergic to latex and that is why the salespeople should know each of their products and be compelled to inform the public so their choice can be better informed As stated, I would not have bought this one but would have chosen another one I love Jeromes'It is the first place I go and I will continue to go their but I ask that they takes the above steps to provide better serviceBut for myself, I will accept the mattress and it has been resolved but hope the company will take what I have said to heart.Thanks for your help*** ***
In regards to this complaint, we are refunding back $of the original purchase price to the customer via corporate check for the peeling which has occurred
Customer will receive the corporate check in the mail within the next 10-business days
Please let me know if you need any additional
information
Sincerely,
*** ***
Customer Care Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Hello,
I have yet to receive the $gift card from Jerome's as the address Jerome's Furniture mailed them out to is incorrectMy address is *** *** *** *** *** ** *** The city and address listed on Oneida Altman's email list's the city as *** *** and the zip code as ***. I have attached my original receipt, warranty receipt, yelp review and response from ***, and pictures of damages to bed made by initial installersI thank you for your efforts in assisting me with this issue]Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,and find that arbitration is necessary.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Richard ***
In regards to this claim, the sofa and loveseat in question were purchased as a clearance model. With all clearance model's they are sold without the one year manufacturer’s warranty.
We did offer to replace the seat cushion cores on the loveseat only as a one-time courtesy. I am
currently inquiring with our parts department on the ETA of these parts to complete the service.
The consumer will be contacted directly within the next week in regards to the cores
We did offer the Guardsman warranty refund, back in March of 2014. At this time if the consumer still wishes to cancel the Guardsman warranty they would have to make a request directly through Guardsman. Jerome's is no longer able to cancel or refund any Guardsman Protection Plans.
Guardsman can be contacted directly at (800) 253-
I apologize for any miscommunication which occurred in regards to coverage under the warranty
Please feel free to contact us directly at (866) 633-should you have any additional questions or concerns
Sincerely,
*** ***
Customer Care Manager
In regards to the above complaint, a technician took measurements of the seat cushion cores today, January 21, in the customer’s residence
The measurements are needed to be able to cut the necessary parts to complete the repairs in the customer's home. A secondary service is scheduled
next week on January 26, to install the cushion cores
Unfortunately, we will not be able to comply with the consumers request for replacement or refund. Our warranty is for repairs only and covers the cost of the parts and labor (for the issue the consumer is reporting) according to our warranty
The consumer will be contacted Sunday night with the estimated timeframe for the service appointment on Monday
Please let us know should you need any further information
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
Thank you for providing us with the additional information
The sofa and loveseat in question unfortunately would not have the warranty since this was a clearance/floor item. The original retail cost on this set, if there was to be a warranty is $1,you saved a total of $on the overall set since it was a clearance/floor model
I do understand your frustration. We can still gladly refund back the Guardsman in the amount of $99.99, however, since this offer has been pending for almost a year we will only be able to honor this offer until March 10, 2015. After this date you would need to contact Guardsman directly to request a pro-rated refund on the Guardsman policy
In regards to the seat cushion cores for the loveseat, I have confirmed we do have the parts available and can schedule a technician to install the parts free of charge
We offer service in your area days a week; the next available appointment is Tuesday March 10, 2015.
Please contact Customer Care at (866) 633-to schedule a technician appointment. We are only able to keep the seat cushion cores in our warehouse for weeks which would be March 18, 2015. After this date the parts will no longer be available and we will not be able to install the parts on the loveseat
If you can please contact us as soon as possible to schedule the appointment, we would appreciate it
Sincerely,
*** ***
Customer Care Manager
September 27,
Dear *** ***
This letter is in response to correspondence received from the Revdex.com in regards to your recent experience. I apologize for
the inconvenience which you have incurred
Jerome’s ultimate goal is to provide a pleasant shopping experience accompanied by outstanding customer service. I am displeased to hear you have not received the five star service we strive to achieve
I do understand your frustration. On September 17, we refunded back the original delivery fee in the amount of $89.99. The refund was issued via a corporate check which was mailed on September 19, 2014.
We have confirmed with the manufacturer the special order is scheduled to be received in our Distribution Center the beginning of next week
As soon as your merchandise has been received, we will contact you to schedule a convenient delivery date
Please do not hesitate to contact us at *** *** should you have any additional questions or concerns
Sincerely,
*** ***
Customer Care Manager
We apologize for the
inconvenience The *** store where you made the initial purchase has
been contacted to refund back the $onto the *** card on file, in lieu of
processing back to the financing account, due to the delay
The refund can take up
to 5-business days to be available as an available credit on the credit card
Please feel free to
contact us directly at ###-###-#### should you have any additional questions
or concerns
Sincerely,
Jerome's Furniture
I do not want to accept on gift certificates from JeromesI need a new sofa and my husband and I are on fixed incomesWe bought this sofa and love seat before my husband went on SSDI so we would have them for awhileIn addition, we paid for a warranty that is useless and they no longer use *** for that reasonI feel to be fair what I'm asking for, a new sofa and a refund for the warranty is reasonableAt the very least I would prefer cash instead of the gift certificates so I have a choice in replacing it
These gift certificates were mailed out on February 2, to this address:
*** *** *** ***
*** *** ** ***
Also *** is no longer with our company. If the consumer should have any additional questions or concerns, please feel free to contact Customer Care at (866) 633-
Sincerely,
*** ***
Customer Care Manager
In regards to the above claim, the full refund was processed back onto the *** card on file on December 10,
We apologize for the inconvenience which occurred in regards to the refund
The refund should have already been posted to the consumer’s credit card, since most refunds can take up to
5-business days to reflect as an available credit
Please let me know if you need any additional information
Sincerely,
*** ***
Customer Care Manager
In regards to this complaint, the customer was already contacted and given a $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,
*** ***
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Dear *** *** *** ***
I have received information from the Revdex.com in regards to concerns expressed on *** *** We apologize for any miscommunication which has
occurred
Your feedback in regards to *** *** business practices is very much appreciated and valued.
We do offer an array of different financing options at the time of purchase. At the time of financing, all the financing terms and conditions are presented in the contract during the time of signing.
I understand your frustration; however, we are unable to comply with your request for reimbursement due to *** *** This is a 3rd party contract which is signed with *** and not directly with Jerome's
Please feel free to contact *** *** directly should you have any questions or concerns in regards to the terms of your financing. Their Customer Care office can be reached directly at *** ***
Should you have any additional questions or concerns in regards to your order, please feel free to contact our Customer Care Department at *** ***
Sincerely,
*** ***
Customer Care Manager
Dear Sir,
Thank you for providing us with the additional information. The parts which the manufacturer sent are the correct parts
Our warranty is for repairs only and all parts are acquired from the manufacturer of your merchandise. We do understand your frustration; however, we are abiding by our warranty and offering to install the new seat cushion cores
You declined service when our technician went out in April to install the parts
Please feel free to contact us at *** *** if you wish for us to install the parts
Sincerely,
*** ***
Dear *** ***
I have received information from the Revdex.com in regards to concerns expressed on the pub chairs, power loveseat, power recliner and wedges which were
purchased for your sister and delivered on December 7, 2014. I apologize for any miscommunication which has occurred
After review of your account, we did agree to pithe merchandise in your sister’s residence on December 9, on the contingency that the merchandise was as we had delivered it, in new condition
Unfortunately the merchandise was in used condition and was no longer applicable for the return. Our drivers as well as the pictures which were taken at the time of the attempted pick up show food and beverage stains on the chairs as well as the living room items
I do understand your frustration; however, we will not be able to comply with your request for return of the merchandise which was purchased.
Should you wish to re-purchase the sofa on the invoice, which you opted to cancel off the order, we can gladly have this item delivered as soon as we have received a shipment from our manufacturer
We are currently estimating to receive the sofa the beginning of January
Please do not hesitate to contact us at *** *** should you have any additional questions or concerns.
Sincerely,
*** ***
Customer Care Manager
Dear Mrs***,
Thank you for providing us with the additional information
I do understand your
frustration, however the back of our sales receipt as well as the pamphlet
which is provided at the time of purchase does indicate that "loose seat
cushions" are covered for years Our warranty covers the cost of
labor and parts for replacement of the loose seat cores
The cushions on the
merchandise in question are attached to the frame and unfortunately are not
considered to be "loose seat cushions". Your cores would have been covered within the
1st year from the original delivery date
The one year warranty
expired on May 6,
We do offer replacement
of attached seat cores at the cost of the consumer The total cost of
parts and labor for all seat cushions would be $($per seat cushion
core and each hour of labor is $55; installation of the cores would take
hours in the residence)
As a one-time courtesy,
we can offer to meet to half way with the cost or parts and labor and charge
you a total of $to replace all seat cushion cores on the sofa
Should you opt to take
advantage of the above offer, I do have to mention that the seat cushion cores
would be replaced with a higher density foam other than the current density
foam which was provided by the manufacturer
I have notated your
account with the above offer which is valid until February 1,
Please feel free to contact us at (866) 633-should you wish to set
up an appointment or if you have any additional questions or concerns.
Sincerely,
*** ***
Customer Care Manager
Here is clarification
you have requested:
Merchandise was
pickby *** *** on 1/16/ The damage was reported on 1/17/
to indicate there was a hole as well as one of the legs were broken
Our lead technician
inspected the merchandise on 1/25/and determined the way the damage was on
the merchandise that it looked to be something which occurred during transport
Attached are the pictures the technician took which show the leg has a
large chunk of wood missing
There is no information
that the consumer was offered for us to replace the fabric and install
We did offer for the technician to repair the leg and hole on a best
effort basis as a good faith gesture
We can replace the leg
for the consumer and send the technician out to repair the hole as best effort
as well The consumer has also been offered to send a 2nd technician for
another opinion
Please let me know if
you need any further information
Sincerely,
*** ***
Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have accepted the mattress because the smell did dissipate however, my main point is that after doing on line research, memory foam and gel mattresses contain toxic chemicals, some being known carcinogens and embalming fluid This should be disclosed to any potential buyer so they can make an informed choice For instance, this mattress it turns out, does not have memory foam although the salesperson said it did This mattress has latex Many people are allergic to latex and that is why the salespeople should know each of their products and be compelled to inform the public so their choice can be better informed As stated, I would not have bought this one but would have chosen another one I love Jeromes'It is the first place I go and I will continue to go their but I ask that they takes the above steps to provide better serviceBut for myself, I will accept the mattress and it has been resolved but hope the company will take what I have said to heart.Thanks for your help*** ***
In regards to this complaint, we are refunding back $of the original purchase price to the customer via corporate check for the peeling which has occurred
Customer will receive the corporate check in the mail within the next 10-business days
Please let me know if you need any additional
information
Sincerely,
*** ***
Customer Care Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Hello,
I have yet to receive the $gift card from Jerome's as the address Jerome's Furniture mailed them out to is incorrectMy address is *** *** *** *** *** ** *** The city and address listed on Oneida Altman's email list's the city as *** *** and the zip code as ***. I have attached my original receipt, warranty receipt, yelp review and response from ***, and pictures of damages to bed made by initial installersI thank you for your efforts in assisting me with this issue]Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,and find that arbitration is necessary.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Richard ***
In regards to this claim, the sofa and loveseat in question were purchased as a clearance model. With all clearance model's they are sold without the one year manufacturer’s warranty.
We did offer to replace the seat cushion cores on the loveseat only as a one-time courtesy. I am
currently inquiring with our parts department on the ETA of these parts to complete the service.
The consumer will be contacted directly within the next week in regards to the cores
We did offer the Guardsman warranty refund, back in March of 2014. At this time if the consumer still wishes to cancel the Guardsman warranty they would have to make a request directly through Guardsman. Jerome's is no longer able to cancel or refund any Guardsman Protection Plans.
Guardsman can be contacted directly at (800) 253-
I apologize for any miscommunication which occurred in regards to coverage under the warranty
Please feel free to contact us directly at (866) 633-should you have any additional questions or concerns
Sincerely,
*** ***
Customer Care Manager
In regards to the above complaint, a technician took measurements of the seat cushion cores today, January 21, in the customer’s residence
The measurements are needed to be able to cut the necessary parts to complete the repairs in the customer's home. A secondary service is scheduled
next week on January 26, to install the cushion cores
Unfortunately, we will not be able to comply with the consumers request for replacement or refund. Our warranty is for repairs only and covers the cost of the parts and labor (for the issue the consumer is reporting) according to our warranty
The consumer will be contacted Sunday night with the estimated timeframe for the service appointment on Monday
Please let us know should you need any further information
Sincerely,
*** ***
Customer Care Manager
Dear *** ***
Thank you for providing us with the additional information
The sofa and loveseat in question unfortunately would not have the warranty since this was a clearance/floor item. The original retail cost on this set, if there was to be a warranty is $1,you saved a total of $on the overall set since it was a clearance/floor model
I do understand your frustration. We can still gladly refund back the Guardsman in the amount of $99.99, however, since this offer has been pending for almost a year we will only be able to honor this offer until March 10, 2015. After this date you would need to contact Guardsman directly to request a pro-rated refund on the Guardsman policy
In regards to the seat cushion cores for the loveseat, I have confirmed we do have the parts available and can schedule a technician to install the parts free of charge
We offer service in your area days a week; the next available appointment is Tuesday March 10, 2015.
Please contact Customer Care at (866) 633-to schedule a technician appointment. We are only able to keep the seat cushion cores in our warehouse for weeks which would be March 18, 2015. After this date the parts will no longer be available and we will not be able to install the parts on the loveseat
If you can please contact us as soon as possible to schedule the appointment, we would appreciate it
Sincerely,
*** ***
Customer Care Manager
September 27,
Dear *** ***
This letter is in response to correspondence received from the Revdex.com in regards to your recent experience. I apologize for
the inconvenience which you have incurred
Jerome’s ultimate goal is to provide a pleasant shopping experience accompanied by outstanding customer service. I am displeased to hear you have not received the five star service we strive to achieve
I do understand your frustration. On September 17, we refunded back the original delivery fee in the amount of $89.99. The refund was issued via a corporate check which was mailed on September 19, 2014.
We have confirmed with the manufacturer the special order is scheduled to be received in our Distribution Center the beginning of next week
As soon as your merchandise has been received, we will contact you to schedule a convenient delivery date
Please do not hesitate to contact us at *** *** should you have any additional questions or concerns
Sincerely,
*** ***
Customer Care Manager
We apologize for the
inconvenience The *** store where you made the initial purchase has
been contacted to refund back the $onto the *** card on file, in lieu of
processing back to the financing account, due to the delay
The refund can take up
to 5-business days to be available as an available credit on the credit card
Please feel free to
contact us directly at ###-###-#### should you have any additional questions
or concerns
Sincerely,
Jerome's Furniture