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 understand if parts aren't available but if the couch is sitting on your floor as a sellable item then there has to be Parts to fix it somewhere! I can't remember but I believe it was [redacted] who came out to look at the couch but he didGo back and call Jeromes to explain that the cushions are in fact flat and shouldn't be the case in such a short amount Of time. It still doesn't explain the fact that ninjas touched on the question of being discontinued yet it still remains on your Floor. Whether it be Jeromes or [redacted] I can't believe you don't back up your product!!! Very sad for a company!!
In regards to this complaint, customer was contacted directly.
The consumer will received the full refund amount, excluding the price of the [redacted], totaling $1,187.99.
This amount is being refunded onto the consumers financing account and can take up to 2 billing cycles to...
reflect on his statement.
Please let me know if you need any additional information.
Sincerely,
[redacted]
Customer Care Manager
I have received information from the Revdex.com in regards to concerns you have expressed on the sofa which was delivered on February 29, 2012.
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, 2013.
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 $500 in gift certificates toward a future purchase.
The certificates will be issued to your residence within 7-10 business days and are valid for one year.
The gift certificates can be redeemed at any one of our 10 showroom locations.
Please feel free to contact us directly at [redacted] should you have any additional questions or concerns.
In regards to this complaint the consumer was contacted directly and a pick-up is scheduled for the return of the special order ottoman and chair tomorrow, January 22, 2015.
Please let us know if you need any further information.
In regards to the above complaint, the onsumer was contacted directly.
The consumer purchased a king sized mattress. Since we are in the state of California this size mattress would be a California King.
After delivery, the consumer advised that the Eastern King size was needed. We...
were not made aware of this information during the time of purchase.
We do not offer a return/exchange policy on mattresses. As a one-time courtesy we will allow the customer to reselect on the mattress with a 10% restocking fee.
The restocking fee would have to be paid using an alternative method of payment. We will waive the new delivery fee, which would normally be charged.
This above offer is valid until January 1, 2015. We ask that the mattress and box spring be in new condition free of any stains or soilage.
The consumers account has been notated with this information should they wish to take advantage of the above offer.
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.
Prior to latest response from Jerome's, please see their response in quote:
"As a one-time courtesy we will allow the customer to reselect on the mattress with a 10% restocking fee. The restocking fee would have to be paid using an alternative method of payment. We will waive the new delivery fee, which would normally be charged."Now their latest message is in reverse but as a final result, they will still pass certain fee which is now the deliver fee.Again, here are the inconvenience Jerome's has caused me and my family:1) More than month-long safe-keeping of the mattress that I did not order in my small apartment as the incorrect mattress was delivered on 11/30/14; it is now 1/5/2015. Again, as respect to their product, I am keeping the mattress in its original condition. Storing the mattress that I don't use is so much inconvenience for me especially that I have 3 kids in my house.2) Multiple contacts with Jerome's and keep going in circles in their responses with Revdex.com, and them not taking responsibility for their mistake. Jerome's said King means California king, which is incorrect after I did sufficient research with multiple reliable and reputable websites and also calling multiple mattress stores in San Diego. Their definition of king size mattress is a surprising definition of what king and California king matresses are coming from Jerome's which is popular mattress store in San Diego. If Jerome's is that confident with their definition of what King size mattress is, then they should make it public, which is contrary with the universal definition of King mattress.The month-long inconvenience Jerome's brought me is so great and could cost far more than the 10% restocking fee and the delivery fee. It is so hard to believe Jerome's call it a "courtesy" to charge me the delivery fee. I am trying to negotiate and just do a fair exchange, but if that is not possible, then I just want a full refund for the mattress. I am not paying anymore fees to Jerome's.Regards, [redacted]
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 $75.
Please let me...
know if you need any additional information in regards to this claim.
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 received. I 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 date. The one year warranty on your 2 piece sectional expired on February 15, 2012.
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 $100 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 $400.
I can mail you out the remaining $300 in gift certificates, since $100 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
In regards to this complaint, the consumer already received the delivery on March 26, 2015.
Free delivery was provided to the consumer and they were not charged any dollar amount for this service.
All of our consumers were notified of delays due to the Port delays, which were announced on the...
news. All businesses with containers were delayed by 3-4 weeks while we awaited the ports to open.
We apologize for the inconvenience which occurred, however, this incident was beyond our control.
Should the consumer need additional assistance, they may contact us directly at [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.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.
The company's response is an outright lie and a pathetic attempt to spin this off as me not being able to afford a particular set, and being upset over that. The fact of the matter is that the price was given by the salesman, and I was then allowed to talk with my wife in private for 15 minutes before making a decision to say YES we would like to buy it based on the FALSE INFORMATION given. During the checkout process, they pulled the bait and switch on us with the price.
The company, rather than honoring the price that was given, has resorted to a disgusting and pathetic attempt to make me, the customer look bad and be at fault for their lies. I will be going over this woman's head right up the chain to Jerome himself if I have to to expose this horrible mistreatment of a long standing Jerome's customer.
This is called a BAIT AND SWITCH TACTIC.
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 $300 in gift certificates, which is almost the retail cost of the recliner in the consumer...
residence.
The gift certificates can be redeemed at any one of our 11 showroom locations and are valid for one year from the issuance date.
The certificates will be mailed directly to the consumer within the next 10 business day.
Sincerely,
[redacted]
Customer Care Manager
%
In regards to the above complaint, a service technician is scheduled to repair the sofa in question after 4pm on Thursday January 29, 2015.
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 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,
[redacted]
The gift certificates have been re-issued and mailed to the address the customer provided:
[redacted]
[redacted]
The consumer should be receiving them by the beginning/mid of next week.
Sincerely,
[redacted]
Customer Care Manager%3
In regards to this
claim, the consumer did contact us on September 15, 2015.
Parts are currently on
order through the vendor and we are trying to receive them as quickly as
possible. Since the parts are being shipping via container from overseas,
this can take a longer period of time for the parts to arrive in our warehouse.
Once we have received
the parts we will contact the customer to schedule an appointment to have the
parts installed.
Should the customer have
any additional questions, they can simply contact us at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
We understand if parts aren't available but if the couch is sitting on your floor as a sellable item then there has to be Parts to fix it somewhere! I can't remember but I believe it was [redacted] who came out to look at the couch but he didGo back and call Jeromes to explain that the cushions are in fact flat and shouldn't be the case in such a short amount Of time. It still doesn't explain the fact that ninjas touched on the question of being discontinued yet it still remains on your Floor. Whether it be Jeromes or [redacted] I can't believe you don't back up your product!!! Very sad for a company!!
In regards to this complaint, customer was contacted directly.
The consumer will received the full refund amount, excluding the price of the [redacted], totaling $1,187.99.
This amount is being refunded onto the consumers financing account and can take up to 2 billing cycles to...
reflect on his statement.
Please let me know if you need any additional information.
Sincerely,
[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, 2012.
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, 2013.
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 $500 in gift certificates toward a future purchase.
The certificates will be issued to your residence within 7-10 business days and are valid for one year.
The gift certificates can be redeemed at any one of our 10 showroom locations.
Please feel free to contact us directly at [redacted] should you have any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Manager</
In regards to this complaint the consumer was contacted directly and a pick-up is scheduled for the return of the special order ottoman and chair tomorrow, January 22, 2015.
Please let us know if you need any further information.
Sincerely,
[redacted]
Customer Care Manager
In regards to the above complaint, the onsumer was contacted directly.
The consumer purchased a king sized mattress. Since we are in the state of California this size mattress would be a California King.
After delivery, the consumer advised that the Eastern King size was needed. We...
were not made aware of this information during the time of purchase.
We do not offer a return/exchange policy on mattresses. As a one-time courtesy we will allow the customer to reselect on the mattress with a 10% restocking fee.
The restocking fee would have to be paid using an alternative method of payment. We will waive the new delivery fee, which would normally be charged.
This above offer is valid until January 1, 2015. We ask that the mattress and box spring be in new condition free of any stains or soilage.
The consumers account has been notated with this information should they wish to take advantage of the above offer.
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.
Prior to latest response from Jerome's, please see their response in quote:
"As a one-time courtesy we will allow the customer to reselect on the mattress with a 10% restocking fee. The restocking fee would have to be paid using an alternative method of payment. We will waive the new delivery fee, which would normally be charged."Now their latest message is in reverse but as a final result, they will still pass certain fee which is now the deliver fee.Again, here are the inconvenience Jerome's has caused me and my family:1) More than month-long safe-keeping of the mattress that I did not order in my small apartment as the incorrect mattress was delivered on 11/30/14; it is now 1/5/2015. Again, as respect to their product, I am keeping the mattress in its original condition. Storing the mattress that I don't use is so much inconvenience for me especially that I have 3 kids in my house.2) Multiple contacts with Jerome's and keep going in circles in their responses with Revdex.com, and them not taking responsibility for their mistake. Jerome's said King means California king, which is incorrect after I did sufficient research with multiple reliable and reputable websites and also calling multiple mattress stores in San Diego. Their definition of king size mattress is a surprising definition of what king and California king matresses are coming from Jerome's which is popular mattress store in San Diego. If Jerome's is that confident with their definition of what King size mattress is, then they should make it public, which is contrary with the universal definition of King mattress.The month-long inconvenience Jerome's brought me is so great and could cost far more than the 10% restocking fee and the delivery fee. It is so hard to believe Jerome's call it a "courtesy" to charge me the delivery fee. I am trying to negotiate and just do a fair exchange, but if that is not possible, then I just want a full refund for the mattress. I am not paying anymore fees to Jerome's.Regards, [redacted]
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 $75.
Please let me...
know if you need any additional information in regards to this claim.
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 received. I 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 date. The one year warranty on your 2 piece sectional expired on February 15, 2012.
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 $100 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 $400.
I can mail you out the remaining $300 in gift certificates, since $100 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
In regards to this complaint, the consumer already received the delivery on March 26, 2015.
Free delivery was provided to the consumer and they were not charged any dollar amount for this service.
All of our consumers were notified of delays due to the Port delays, which were announced on the...
news. All businesses with containers were delayed by 3-4 weeks while we awaited the ports to open.
We apologize for the inconvenience which occurred, however, this incident was beyond our control.
Should the consumer need additional assistance, they may contact us directly 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.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.
The company's response is an outright lie and a pathetic attempt to spin this off as me not being able to afford a particular set, and being upset over that. The fact of the matter is that the price was given by the salesman, and I was then allowed to talk with my wife in private for 15 minutes before making a decision to say YES we would like to buy it based on the FALSE INFORMATION given. During the checkout process, they pulled the bait and switch on us with the price.
The company, rather than honoring the price that was given, has resorted to a disgusting and pathetic attempt to make me, the customer look bad and be at fault for their lies. I will be going over this woman's head right up the chain to Jerome himself if I have to to expose this horrible mistreatment of a long standing Jerome's customer.
This is called a BAIT AND SWITCH TACTIC.
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 $300 in gift certificates, which is almost the retail cost of the recliner in the consumer...
residence.
The gift certificates can be redeemed at any one of our 11 showroom locations and are valid for one year from the issuance date.
The certificates will be mailed directly to the consumer within the next 10 business day.
Sincerely,
[redacted]
Customer Care Manager
%
In regards to the above complaint, a service technician is scheduled to repair the sofa in question after 4pm on Thursday January 29, 2015.
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 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,
[redacted]
The gift certificates have been re-issued and mailed to the address the customer provided:
[redacted]
[redacted]
The consumer should be receiving them by the beginning/mid of next week.
Sincerely,
[redacted]
Customer Care Manager%3
In regards to this
claim, the consumer did contact us on September 15, 2015.
Parts are currently on
order through the vendor and we are trying to receive them as quickly as
possible. Since the parts are being shipping via container from overseas,
this can take a longer period of time for the parts to arrive in our warehouse.
Once we have received
the parts we will contact the customer to schedule an appointment to have the
parts installed.
Should the customer have
any additional questions, they can simply contact us at [redacted]
Sincerely,
Jerome's Furniture