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Jeromes Furniture / poor quality furniture and poor customer service

1 San Marcos, CA, United States Review updated:
Contact information:
Phone: 866-633-4094

I purchased a leather/microfiber suede sectional from Jerome's Furniture in San Marcos about 1.5 years ago. The sales person also convinced me of purchasing the 5 year Guardsman Warranty. Recently, I noticed that two of the sections are ripping at the top seams (the cushions are attached). I contacted Guardsman's (which is located on the East Coast). I filed a "claim". They e-mailed me a form to fill out about the claim. I mailed it back to them. I never received a call. No one ever came to my home to inspect the furniture. I just received a letter in the mail stating that the damage was not covered under the warranty. So I call Guardsman to speak to someone about why it's not being covered. The customer service rep told me that the problem is a manufacturer defect, therefore, since it is not accidental damage they are not covering it. I call Jerome's Furniture and was connected with one of their customer service reps. I asked to speak with a supervisor or manager. She insists on trying to help me. I told her my situation and she tells me that there was nothing she could do for me. I told her to transfer me with a manager. She then puts me on hold for a few minutes and gets back on the phone with me. She tells me that they can send a tech to come repair the seams for $55. I told her that I paid $1600 for that sectional and now after 1.5 years I have to pay an additional charge. She offered to cut the service fee in half to $27.50 for someone to come to my house and repair the seams. I asked again to speak with her supervisor/ manager. She said that no one is available to help me. I asked for her to have someone call me back. She tells me that they would tell me the same thing. I got off the phone to calm down. I called Jeromes back after a couple of hours. I was connected with someone more professional the second time around. I asked her to transfer me to her manager, which without putting up a fight she did so. A manager gets on the phone and explains to me that after a year there is nothing they can do. I've had furniture that's lasted 15 years without tearing at the seams. I told the manager that this furniture is poor quality, if after a year of use that it starts falling apart. I'm extremely unhappy with how everything was handled and how after almost $2, 000. I feel like I have to replace my furniture already.

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Comments

  • Wl
      16th of Jun, 2010
    0 Votes

    When I read your story my heart sank. I experience the same thing.

  • Er
      17th of Nov, 2011
    -2 Votes

    I purchased Robert Michaels sectional The Rocky Mountain Line.. I have called numerous times and spoke to a few different people about my issues with this couch and have no luck what so ever..The supervisor handling the case has not returned my phone call and I am getting absolutely no where with this issue. I had one complaint with the couch and now, I have another one to report to them. I can't get a phone call back to file my next issue with this couch. I have had this couch 2 months and it was so comfortable it is the 50%feather filled and 50% some other filling. This coach was so amazingly comfy ..NOW, after 2 months the cushions have gone flat as well as the pillows. I am so upset they never said this would happen, quite the opposite they assured me that this would not happen, and only 2 months after having it, I am not happy with it at all..I hope to get this resolved very soon! .When will Jeromes start honoring their customer satisfaction guarantee they like to you to believe you are going to get when being a customer. I am so upset and just want to resolve this matter! I will give them another try and call again and see if i can get a fast resolution . I am not asking for much..FOR A RETURNED CALL AND TO HAVE THIS MATTER TAKEN CARE OF...THEY GOT PAID IN FULL AND I AM STUCK WITH A COUCH THAT IS NOT ACCEPTABLE!! any suggestions where to go from here??

  • Lp
      13th of Jun, 2015
    0 Votes

    I got the Traveler Sofa+Love+Chair paid $1999.99 plus Guardian @ 249.99. I was recommended to have cushions replaced. After 5 months of waiting now offered store credit for the full amount. The manufacturer is being blamed for not being able to replace the cushions. Why would I waste my time. It will do the same thing when I get the new set.

  • Tn
      17th of Jun, 2016
    0 Votes
    Furniture - Debit Card Charged Twice
    Jerome's Furniture
    San Marcos
    California
    United States

    I went shopping for a bed. My wife had just bought a bed for my daughter at Jerome's Furniture in San Marco, CA, and she likes it a lot, so I thought I would go there first. I had done a lot of research, so really knew what I was looking for. The Salesman was nice and knowledgeable and I decided to take one of their better beds along with some other furniture the bill came to just over $3, 000.

    At the time I had about $8, 000 in one of my checking accounts. I could have used a Credit Card, and probably should have, but on the spur of the moment I decided to use the Debit Card for that checking account. I remember now, that the lady at the cash register had trouble running the card thru the first time, but the second time it went thru. This was on a Saturday evening.

    We went home; the bed was to be delivered the next day and it was, on time, with the delivery team doing a good job.
    Two days later, on Tuesday, I went into my bank to cash a check, and was told there was not enough in my Checking Acct to even cash a $300 check, then I found out that there were about 8 transactions pending, one of them being $3K+ from Jerome's. But I had looked Sunday, and the Jerome's transaction had already cleared.

    I found out that Jerome's had charged my Debit Card twice. I called Chase and they told me the Merchant would have to clear it, otherwise I would have to wait for it to just fall off, which could be as late as Friday.

    Then I called Jerome's, and they told me it was the banks fault. Then I called Chase back, and they said no, this was definitely the fault of the Merchant and it happens frequently.

    The other transactions pending, basically being held until the second Jerome's charge either cleared or fell off, were my Medical Insurance and an $800 Estimated Tax Payment to the Franchise Tax Board due on the 15th (which would be late by Friday). Additionally, I had gone to the bank after work to get money for traveling out of town the next day, and because of this had almost no travel cash, and was not in town to fight this the next day. Luckily, I had other accounts and checks and was able to put money into this account just prior to leaving town, but if I had not accidentally caught it, Chase told me that they might have bounced my tax payment and insurance payment.

    Today I did some research and found out that this if actually fairly common. I also had this happen with Sears a while back, but for a much lower amount, and I just ignored it until it reversed. At the time I thought that one was a fluke, but now I find out that many Merchants do this, and they get away with it. I am not sure who is getting the float while my money is in limbo, but it is definitely not the consumer.

    Jerome's has told me on the phone that they can not see the second transaction, and that I will have to either bring proof to the accounting office, which is about 1.5 hours round trip from my home, or I can fax it, but I am out of town now and can do neither. They were very inconsiderate in attitude, and insist that it is the banks fault. Whoever is at fault here, Chase or Jerome's, Buyer Beware and if possible, do not use a Debit Card for large transactions, Also, be extremely cautious if you shop at Jerome's, or Sears, for that matter. I guess this is one more win for big business, one more loss for the little guy.

  • La
      22nd of Apr, 2017
    0 Votes

    We have just received our third dining room table. The first two had small divots on the top of the table. the third table is damaged also but we give up.
    We have been loyal customers for years but no more. we were also foolish enough to purchase an additional warrantee on our leather sofas. After hassling with sending them pictures and copies of paperwork they have on file they tell, they tell me that a sweat mark isn't covered. Jerome's use to stand for quality and service but no more.

  • So
      26th of May, 2018
    0 Votes

    Bought leather sofa with chaise that was delivered about a month ago. I inspected cushions, etc., carefully and accepted delivery...and that was the gotcha moment. Contract states that you can refuse delivery for any reason. I was not given chance nor could I have known about problems with some of the legs in which the delivers left without informing me of. So again...gotcha. Of course, Jerome’s would only scheduled repair to a brand new purchase...Really??? Was I suppose to pick up heavy sofas and inspect legs? Service person came out couple of days later and determined must order screws. After a few days I called for status of screws and not received. I then argued that I want total replacement and no repairs since I could not have known about the legs and they did honored the request. I then thought Jerome’s was okay. Now, the replacement, of course, again required blocking off another day for delivery/service...so this was 3rd day on wasting my time. The replacement chaise arrived with absolutely no legs/screws included. I was asked to keep it sitting directly on floor and wait for manufacturer to ship legs/screws with no eta. I refused that delivery and they took it back. So now I have part of sofa and did not receive the escalation call back from Jerome’s within 24 hours as was told the night of the 3rd fail. At this point, I requested a full refund. After 2 days, and out of shear exhaustion...just could not handle the seemingly bad vibe of their so called Customer Care when being told what they would only do, I called them back. It was like they did not know who I was or why I was expecting call. That conversation reverted back to another promised escalation where that manager called back next day still talking same old Jerome’s bad responses and unwillingness to set things straight...in a timely manner!...and at whatever cost. No refund will be provided...just a $2000 credit or another try at delivery. Jerome’s will not honor refund request based on premise that I did not have opportunity to refuse delivery in the first place. There was no way that I could have seen the legs were not fully secure to sofa at first delivery. I found out about legs when trying to slide floor protectors under legs next day. I would like to take to court but who the heck has that kind of time! I certainly will report them to BBB and warn others that Jerome’s customer service is awful...they simply do not care and don’t have the since to know when there are special exceptions to contract. I should have been elated but instead frustrated. Purchased was about a month ago. Now waiting for another delivery. Just want nightmare to be over!

  • An
      10th of Jan, 2019
    0 Votes

    I just purchased a bedroom set and a living sectional sofa and I just put the mattress on the bed and it broke I’m so disappointed because first the legs of the sectional sofa where forgotten and now I have to wait an entire month to get the legs of the sofa and 3 weeks to get the bed fixed first time buying At Jerome’s and last time . For the price which is not cheap you except to get a good furniture especially if according to Jerome’s furniture that’s all they sell I think their worse they IKEA now.

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