In regards to this complaint we will honor the offer of exchange for the loveseat. The warranty will not start over since this is an exchange.
The consumer will still have the remaining 4 years for broken frame repair on the loveseat.
We currently do have stock of the loveseat and the...
consumer can gladly contact us to schedule a delivery date.
The exchange is under order # [redacted].
Please let me know if you have any additional questions.
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, 2013.
At the...
time of purchase, your merchandise came with 2 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, 2014.
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 6 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 1 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
This letter is in response to a Revdex.com claim we received on the King sized [redacted] mattress which was delivered on May 5, 2009. 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 2010.
At that time, unfortunately, the warranty was no longer valid since the manufacturer went out of business.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 $100 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 5 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 2-3 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 2 options listed above, please contact Customer Care at [redacted]. The options will be valid until March 12, 2015.
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, 2015 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.
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.
Dear [redacted] As a follow up to today's conversation, this is to bring up to your notice that our issue with Jerome's Furniture is still not resolved. On April 15,2015 the cushion and pillow materials delivered to my house to fix and refill the furniture was the same. At that time the delivery man contacted [redacted] at [redacted] from Jerome's Furniture who spoke to me on the phone. She told me that they are going to resolve the issue through the manufacturer or give us credit. So far no action was taken despite the multiple attempts I took to reach [redacted] which was unsuccessful. I appreciate your effort in helping us resolving this issue with Jerome's Furniture once again. If you have any questions you can reach me anytime at [redacted] Thank you,[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.
I will never ever buy anything from Jeromes again. The customer service is the worst ever! I am stuck with a couch that I hate. I am 50 years old and this is the first couch I bought. It took alot of research and thought a to what kind and color of couch I wanted. I went with Jeromes because the couch was BLUE and had 3 recliners. I decorated my living room around a BLUE couch. I am now stuck with a TAN couch with 2 recliners. It looks like a sore thumb! Thanks Jeromes for nothing. You act like you did me a favor by replacing a defective couch with a ugly tan couch. I had to save money for along time to purchase this item. I will now have to deal with your low quality customer service in reguards to my new couch. All I wanted was my money back so I could go buy a BLUE couch that I passionately wanted. Thanks for ruining my peaceful living room. I don't see how I come out the winner in this situation. I WILL tell everyone what a horriable experience I have had.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My point is being missed entirely and no responsibilty is being taken by Jeromes. The reason I bought the furniture was be because I was told by your salesperson the warranty covered all! Warranty is not valid because furniture was a clearance item. So, return of 75$ does nothing. I would not have bought the furniture if warranty was not going to be valid. I would have bought something else so that I could have peace of mind. I was lied to just to make a sale. Now Im stuck with furniture with no warranty! One more time...the warranty is why I bought furniture.
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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]I do not accept Jerome's offer that I have to pay anything because of their error. Their error has already caused so much inconvenience for me and my family. I am keeping their product in its original condition in my apartment as a courtesy and respect to them. It is so hard to understand that they want to cause more difficulties and pass the restocking fee to me while they are the one who delivered incorrect product. To respond to Jerome's position that I did not make them aware that I asked for king which means eastern king mattress, I specifically told them "king". I researched all reliable and reputable literatures on-line and even randomly asked different mattress stores around San Diego what does king size mattress mean and all of these resources has one consistent definition and understanding about "king" size mattress; the king size mattress is the wider one while the California king mattress is the longer one which is for "very tall person" . I could not find any reasonable explanation why would they give me some mattress for "very tall" consumers except that they "truly" made an error in delivering the California king mattress instead of king mattress. King size definition of mattress is universal regardless what part of the globe you are in. Even if we are in California, the definition should not change it's dimension: king size is the wider one and California king is the longer one. Our family is not any way close to being tall, let alone "very tall" . In addition to the almost month-long inconvenience Jerome's caused for storing their product they won't exchange and pick up, I found out that Jerome's also double charged us for the extra 25 dollars we had to pay for to cover for the cost over the credit limit. It got charged to both my sister-in-law's and my account. I did not get add this in my original complaint because it was too late when I found out. But my point is I just want the correct product and no more hassles. If there is a party here who should be compensated and refunded, it's me. I truly hope Jerome's delivers correct product to leave the issue to rest.
Regards,
[redacted]
In regards to this complaint we do not show any previous services or parts that were ordered for this sectional.
If this was a claim approved through [redacted] for parts to be provided the manufacturer would have notified us on wether the parts in question were available. Unfortunately we cannot provide a part if the manufacturer no longer carries the specific part in question.
We did go above our warranty and provided the consumer with $550 in gift certificates after the initial warranty already expired through Jerome's. We are unable to comply with any additional repairs.
Please feel free to contact us directly at [redacted] should you have any additional questions or concerns.
Dear Mrs. [redacted],
I have received correspondence from the Revdex.com regarding concerns you have expressed on the Dual Power Sofa which was delivered on May 6, 2013. I apologize for any inconvenience which may have...
occurred.
At the time of purchase, the Dual Power Sofa came with a warranty directly through Jerome’s. This warranty covers any manufacturing defects which are reported within the first year from the original delivery date. The one year warranty on the Dual Power Sofa expired on May 6, 2014.
Our warranty does guarantee removable seat cushion cores to be free of manufacturing defects for a total of 3 years from the original delivery date. The seat cushions on your Dual Power Sofa are attached to the frame and would only be covered under the initial one year warranty.
I do understand your frustration; however we are unable to comply with your request for repair due to the warranty being expired. I can however, recommend you to an outside repair company called [redacted]
Furniture Medic is a local company that offers are array of repairs. Their office can be reached at [redacted]
Please do not hesitate to contact us at (866) 633-4094 should you have any additional questions or concerns.
Dear [redacted]
Thank you for providing us with the additional information. The areas that you indicated and discoloring and based upon the pictures this is from normal wear and tear, which is not covered under our one year warranty.
With all types of leather there is susceptibility to discoloration from natural body oils, exposure to direct sunlight and clothing. This type of wear is not a manufacturing defect.
As a good faith gesture, I can provide you with $450 in gift certificates which can be used toward a future purchase with us.
The gift certificates are valid for one year and can be redeemed at any one of our 11 showroom locations.
Should you wish to take advantage of this option, please contact us [redacted] Your order has been notated with this offer which will be valid until April 14, 2015.
Sincerely,
[redacted]
Customer Care Manager
%2
I called this consumer directly. The adjustable base and mattress has not been purchased through us.
As a good faith gesture we can meet the customer partial way with the difference in pricing and provide $300 off the actual price of the adjustable base and mattress.
The...
consumer opted to not purchase the adjustable base and mattress through our company.
Please let me know if you need any additional information.
Dear Ms. [redacted]?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /
I received additional information from the Revdex.com in regards to your order. I apologize if there was any additional inconvenience.
I do understand your frustration, however, we do not have a return policy. We did offer you the reselection since the same item you purchased was not available.
Should you notice there are any manufacturing defects, please feel free to contact us at (866) 633-4094. Your new merchandise has a one year warranty directly through us.
Sincerely,
[redacted]
Customer Care Manager
I have received information from the Revdex.com in regards to concerns you have expressed on the Queen sized mattress which was delivered on...
February 25, 2015.
At the time of purchase, your mattress came with a warranty directly through the manufacturer, [redacted] This warranty guarantees the mattress to be free to structural defects for the allotted time of the warranty. Unfortunately this warranty does not guarantee the level of comfort.
I do understand your concerns; however, all of the products we sell are within California compliance for furniture being sold in the state of California.
The particular mattress you purchased, the Opulence, does not have memory foam but offers 2” of Cool Support with GEL Material, 1/2” of Natural Talalay Latex and 1” of Medium Ultra HD 1.8lb Eco Foam.
The smell which you are encountering may possibly be from the natural latex which was used as one of the components in the mattress.
To alleviate this smell, we do recommend letting your mattress air out. New product odor will dissipate with time. To help speed up the process you can air out your mattress prior to putting on your sheets.
If you believe your mattress is defective, we can gladly send out the manufacture approved inspection company to determine if the mattress is defective under the manufacturer’s warranty.
You may simply contact us at [redacted]
Should you have any additional questions or concerns, please do not hesitate to contact us at the number listed above.
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 there. Your commercials are fake and hypocritical. Your interest is on sales and not treating customers with dignity and respect. Once again you failed to recognize why I bought the furniture.....it was because of the false statements your salesperson told me in regards to the warranty. I WOULD NOT HAVE BOUGHT THE SOFAS IF I KNEW THE WARRANTY WAS NO GOOD. FALSE ADVERTISING ON YOUR PART! Thank you for nothing.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
The printed warranty information for both the adjustable base and the mattresses arrived via email a short time ago.
Thank you for resolving my concerns.
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 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]
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. Please find the attached copy of Jeromes warranty which does not state "ONLY DETACHABLE CUSHIONS!" This warranty is deceptive and misleading, people should be aware of the bad practice of fraud that Jeromes is committing.
Regards,
[redacted]
The customer has not made a purchase with us and the customer originally could not afford to purchase the set they wanted (they advised the sales person of this info) and when sales gave them a possible quote not the actual price, it was lower than the actual cost which sales notified the customer of.
The customer wants us to compensate them $800 difference in pricing.
We already have agreed to discount $300 as a good faith gesture, but we cannot make any additional offers and the set was never purchased from us to begin with.
I am not sure if you needed an additional response, since the consumer is not going to be satisfied with any response we provide.
Thank you,
[redacted]
Customer Care Manager
Jerome’s Furniture Warehouse
16960 Mesamint Street
San Diego, CA 92127
In regards to this complaint we will honor the offer of exchange for the loveseat. The warranty will not start over since this is an exchange.
The consumer will still have the remaining 4 years for broken frame repair on the loveseat.
We currently do have stock of the loveseat and the...
consumer can gladly contact us to schedule a delivery date.
The exchange is under order # [redacted].
Please let me know if you have any additional questions.
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, 2013.
At the...
time of purchase, your merchandise came with 2 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, 2014.
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 6 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 1 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
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, 2009. 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 2010.
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 $100 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 5 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 2-3 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 2 options listed above, please contact Customer Care at [redacted]. The options will be valid until March 12, 2015.
Sincerely,
[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, 2015 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
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.
Dear [redacted] As a follow up to today's conversation, this is to bring up to your notice that our issue with Jerome's Furniture is still not resolved. On April 15,2015 the cushion and pillow materials delivered to my house to fix and refill the furniture was the same. At that time the delivery man contacted [redacted] at [redacted] from Jerome's Furniture who spoke to me on the phone. She told me that they are going to resolve the issue through the manufacturer or give us credit. So far no action was taken despite the multiple attempts I took to reach [redacted] which was unsuccessful. I appreciate your effort in helping us resolving this issue with Jerome's Furniture once again. If you have any questions you can reach me anytime at [redacted] Thank you,[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.
I will never ever buy anything from Jeromes again. The customer service is the worst ever! I am stuck with a couch that I hate. I am 50 years old and this is the first couch I bought. It took alot of research and thought a to what kind and color of couch I wanted. I went with Jeromes because the couch was BLUE and had 3 recliners. I decorated my living room around a BLUE couch. I am now stuck with a TAN couch with 2 recliners. It looks like a sore thumb! Thanks Jeromes for nothing. You act like you did me a favor by replacing a defective couch with a ugly tan couch. I had to save money for along time to purchase this item. I will now have to deal with your low quality customer service in reguards to my new couch. All I wanted was my money back so I could go buy a BLUE couch that I passionately wanted. Thanks for ruining my peaceful living room. I don't see how I come out the winner in this situation. I WILL tell everyone what a horriable experience I have had.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My point is being missed entirely and no responsibilty is being taken by Jeromes. The reason I bought the furniture was be because I was told by your salesperson the warranty covered all! Warranty is not valid because furniture was a clearance item. So, return of 75$ does nothing. I would not have bought the furniture if warranty was not going to be valid. I would have bought something else so that I could have peace of mind. I was lied to just to make a sale. Now Im stuck with furniture with no warranty! One more time...the warranty is why I bought furniture.
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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]I do not accept Jerome's offer that I have to pay anything because of their error. Their error has already caused so much inconvenience for me and my family. I am keeping their product in its original condition in my apartment as a courtesy and respect to them. It is so hard to understand that they want to cause more difficulties and pass the restocking fee to me while they are the one who delivered incorrect product. To respond to Jerome's position that I did not make them aware that I asked for king which means eastern king mattress, I specifically told them "king". I researched all reliable and reputable literatures on-line and even randomly asked different mattress stores around San Diego what does king size mattress mean and all of these resources has one consistent definition and understanding about "king" size mattress; the king size mattress is the wider one while the California king mattress is the longer one which is for "very tall person" . I could not find any reasonable explanation why would they give me some mattress for "very tall" consumers except that they "truly" made an error in delivering the California king mattress instead of king mattress. King size definition of mattress is universal regardless what part of the globe you are in. Even if we are in California, the definition should not change it's dimension: king size is the wider one and California king is the longer one. Our family is not any way close to being tall, let alone "very tall" . In addition to the almost month-long inconvenience Jerome's caused for storing their product they won't exchange and pick up, I found out that Jerome's also double charged us for the extra 25 dollars we had to pay for to cover for the cost over the credit limit. It got charged to both my sister-in-law's and my account. I did not get add this in my original complaint because it was too late when I found out. But my point is I just want the correct product and no more hassles. If there is a party here who should be compensated and refunded, it's me. I truly hope Jerome's delivers correct product to leave the issue to rest.
Regards,
[redacted]
Revdex.com:
I would like to reject the offer of Arbitration for complaint ID [redacted]
Regards,
[redacted]
In regards to this complaint we do not show any previous services or parts that were ordered for this sectional.
If this was a claim approved through [redacted] for parts to be provided the manufacturer would have notified us on wether the parts in question were available. Unfortunately we cannot provide a part if the manufacturer no longer carries the specific part in question.
We did go above our warranty and provided the consumer with $550 in gift certificates after the initial warranty already expired through Jerome's. We are unable to comply with any additional repairs.
Please feel free to contact us directly at [redacted] should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
Dear Mrs. [redacted],
I have received correspondence from the Revdex.com regarding concerns you have expressed on the Dual Power Sofa which was delivered on May 6, 2013. I apologize for any inconvenience which may have...
occurred.
At the time of purchase, the Dual Power Sofa came with a warranty directly through Jerome’s. This warranty covers any manufacturing defects which are reported within the first year from the original delivery date. The one year warranty on the Dual Power Sofa expired on May 6, 2014.
Our warranty does guarantee removable seat cushion cores to be free of manufacturing defects for a total of 3 years from the original delivery date. The seat cushions on your Dual Power Sofa are attached to the frame and would only be covered under the initial one year warranty.
I do understand your frustration; however we are unable to comply with your request for repair due to the warranty being expired. I can however, recommend you to an outside repair company called [redacted]
Furniture Medic is a local company that offers are array of repairs. Their office can be reached at [redacted]
Please do not hesitate to contact us at (866) 633-4094 should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager
Dear [redacted]
Thank you for providing us with the additional information. The areas that you indicated and discoloring and based upon the pictures this is from normal wear and tear, which is not covered under our one year warranty.
With all types of leather there is susceptibility to discoloration from natural body oils, exposure to direct sunlight and clothing. This type of wear is not a manufacturing defect.
As a good faith gesture, I can provide you with $450 in gift certificates which can be used toward a future purchase with us.
The gift certificates are valid for one year and can be redeemed at any one of our 11 showroom locations.
Should you wish to take advantage of this option, please contact us [redacted] Your order has been notated with this offer which will be valid until April 14, 2015.
Sincerely,
[redacted]
Customer Care Manager
%2
I called this consumer directly. The adjustable base and mattress has not been purchased through us.
As a good faith gesture we can meet the customer partial way with the difference in pricing and provide $300 off the actual price of the adjustable base and mattress.
The...
consumer opted to not purchase the adjustable base and mattress through our company.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
Dear Ms. [redacted]?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /
I received additional information from the Revdex.com in regards to your order. I apologize if there was any additional inconvenience.
I do understand your frustration, however, we do not have a return policy. We did offer you the reselection since the same item you purchased was not available.
Should you notice there are any manufacturing defects, please feel free to contact us at (866) 633-4094. Your new merchandise has a one year warranty directly through us.
Sincerely,
[redacted]
Customer Care Manager
[redacted]
I have received information from the Revdex.com in regards to concerns you have expressed on the Queen sized mattress which was delivered on...
February 25, 2015.
At the time of purchase, your mattress came with a warranty directly through the manufacturer, [redacted] This warranty guarantees the mattress to be free to structural defects for the allotted time of the warranty. Unfortunately this warranty does not guarantee the level of comfort.
I do understand your concerns; however, all of the products we sell are within California compliance for furniture being sold in the state of California.
The particular mattress you purchased, the Opulence, does not have memory foam but offers 2” of Cool Support with GEL Material, 1/2” of Natural Talalay Latex and 1” of Medium Ultra HD 1.8lb Eco Foam.
The smell which you are encountering may possibly be from the natural latex which was used as one of the components in the mattress.
To alleviate this smell, we do recommend letting your mattress air out. New product odor will dissipate with time. To help speed up the process you can air out your mattress prior to putting on your sheets.
If you believe your mattress is defective, we can gladly send out the manufacture approved inspection company to determine if the mattress is defective under the manufacturer’s warranty.
You may simply contact us at [redacted]
Should you have any additional questions or concerns, please do not hesitate to contact us at the number listed above.
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 there. Your commercials are fake and hypocritical. Your interest is on sales and not treating customers with dignity and respect. Once again you failed to recognize why I bought the furniture.....it was because of the false statements your salesperson told me in regards to the warranty. I WOULD NOT HAVE BOUGHT THE SOFAS IF I KNEW THE WARRANTY WAS NO GOOD. FALSE ADVERTISING ON YOUR PART! Thank you for nothing.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
The printed warranty information for both the adjustable base and the mattresses arrived via email a short time ago.
Thank you for resolving my concerns.
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 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]
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. Please find the attached copy of Jeromes warranty which does not state "ONLY DETACHABLE CUSHIONS!" This warranty is deceptive and misleading, people should be aware of the bad practice of fraud that Jeromes is committing.
Regards,
[redacted]
The customer has not made a purchase with us and the customer originally could not afford to purchase the set they wanted (they advised the sales person of this info) and when sales gave them a possible quote not the actual price, it was lower than the actual cost which sales notified the customer of.
The customer wants us to compensate them $800 difference in pricing.
We already have agreed to discount $300 as a good faith gesture, but we cannot make any additional offers and the set was never purchased from us to begin with.
I am not sure if you needed an additional response, since the consumer is not going to be satisfied with any response we provide.
Thank you,
[redacted]
Customer Care Manager
Jerome’s Furniture Warehouse
16960 Mesamint Street
San Diego, CA 92127