Jeromes Furniture / poor quality furniture and poor customer service
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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