Jerome's Furniture

I am tired of being lied to from this Jerome's furniture. The sales supervisor told me I'm getting exact rails of the bed I seen in the showroom of the store but they delivered thinner and cheap one instead. I've been waiting almost 4 weeks, but they don't want to fix this issue. Nothing but excuses and lies with different customer care peoples. This 3rd person who is regional manager said she will fix this and will call me back this week but no calls so far. She also said I will get $300 off delivery fee for the inconvenience they created but this has not happened yet. I am not happy with this company. I don't recommend to others either.

I purchased two twin mattress " Rejuvenate Premium 111 Plush" it was most expensive in line, promising comfort and support. Both placed on the same quality pottery barn brand new wood bed. One bed within a year showed sign of loosing support, my daughter kept complaining that her bed sinking in in middle and her back was hurting. I called company end of summer and they sent inspector around mid Sept 2023. The person who came did not laid or looked at the bed at all, he looked at if mattress had any dirty spot which it doesn't, the mattress looks like brand new, well protected with the cover. he took some photos and left. Jerome called me after few weeks later informed me mattress is ok based on inspection report. I reject this, it is clear that mattress has a defect, we have two exact mattress under same condition one is in good condition other is defective and Jerome needs to exchange it. Part of this expensive purchase was warranty they promised with their product.

Attached is a photo of my recliner sofa from Jerome's. Yes, I also have the extended warranty, but 'Gabby' from their store said it was 'Normal wear & tear' On my Gray leather sofa, 'Mustang collection' the gray 'Leather' started wearing off at about 1 1/2 years, turning WHITE? So you tell me Jerome that the process of using a 'Spray on' coloration over white 'Leather' is what leather does as in 'Wear & tear'. I have contacted Consumer Affairs for help & guidance. More to come, I'm just getting started.

#JeromesFurniture #JerrysPrice #NomadComfort #SleepRevolution #EuropeanDesign

I purchased an extended warranty for two couches with elect motors. The love seat switch went out as verified by Guardian tech. The tech filed the paperwork necessary to replace the defective switch. A few days later I got an email from Guardian stating the switch is NOT under my extended warranty. I about fell out of my chair. We purchased this extended warranty solely because of possible motor or elect failure. Our salesperson stated the warranty covers all motors and elect parts. I sent Jeromes customer service an email voicing my concerns and as of today, 5/4/23 I have yet to hear back from Jeromes. I even reach out to Guardian asking for the vendor who supplies the switch and no reply.

Hi we ordered the Turner love seat and couch with ottoman on 6/5/2020. After about 6 months I noticed tiny clear fiber coming thru the couch fabric, I’ve tried rolling off with lint rollers, I’ve tried trimming it with a lint cuter and even covering the couch’s completely and the fibers still come out. These fibers have been found on our food now and even inside our nostrils. I have the 5 year warranty and even tho I have tried resolving this issue on my own for three year the first time I called customer service for the warranty I was told “this isn’t an issue we cover” I’ve purchased from Jerome’s furniture for over 10 years a lot of furniture I’m extremely dissatisfied and even worse I’m concerned on the health implications that this could have inflicted over the past 3 years.

To Whom it may Concern:

I am writing to complain about your poor delivery service, December 10, 2022, I received a text stating expected delivery time [protected] Pacific Standard Time…

I’m time-starved by my own choices. When given an ETA I expect for the company to deliver within that time frame don’t assume your costumer(s) have nothing better to do but sit around and wait….

I was expected to host a house warming party for the Condo I recently purchased upon receiving the furniture, which was not delivered in a timely manner, forced to call invites and cancel because of Jerome’s lousy delivery service/time fluctuation as stated below.

As the morning went on, I received multiple ETA via text as follows:

11:30 -11:45

[protected]

11:45-1545

Over the past few months I have dealt with multiple furniture/appliance delivery service(s), and Jerome’s delivery service is poor all the other companies I dealt with gave ETA window for arrival time and they arrived within the window time given.

When given a delivery ETA as a consumer I expect to have my delivery within the ETA window given.

How does Jerome’s Furniture intend to resolve this issue and avoid similar situations in the future for myself as well as other costumers.

This was not my first blooper! On November 29, 2022, the sectional I purchased was delivery outside of expected ETA and the dimensions were wrong and the sectional was returned.

Sincerely,

Pamela Mulwee

We received a delivery on Saturday 12/3. One of the pieces delivered required us to set up. I told the delivery person to take the boxes as I was NOT going to deal with all the extra trash. We went to put the bed together on Sunday and the drawer section is missing. I called the store and spoke to a VERY rude person on the phone in the Chula Vista store (Olivia). She said there was nothing that could be done and I would have to wait 24 - 48 hours for someone to call me back from their service department. I asked to talk with the store manager and she said there was not one. They sure had no problem taking my money including a $250.00 delivery charge and no set up. It is now Monday and still no call and a bed that is not complete. My husband put the bed together and it was a very poor quality. If you are going to sell a product to a customer, you need to be able to stand behind your product and your service. Stop the insane, dishonest TV commercials, you are wasting your money - you cannot even stand behind your company. VERY disappointed and will never buy Jerome's furniture again.

8/20/22- Schedule a pickup for order#0531297HM64, we were told that all items were in stock with the exception of the Gramercy Server, the day of the delivery they stated they could not deliver the dining table because it was damaged.

8/21/22, we received a text message stating that the dining table was ready for delivery. I contacted the West Covina store and spoke to someone in customer service and told them that we received a text message regarding the dining table that it was ready for delivery, and if she could find out if there is another table that was in stock. She stated that she would research and call me back.

9/1/22, we contacted the store again to check status and Rosa stated that she would have someone check into it and ignore the text messages being sent..

9/13/22 We received a text message from Susan Carroll, she is the person that assisted us in the purchase of our product. She asked us if we still wanted the table and that it was ready for delivery next day, so we scheduled the delivery for 9/24/22.

9/24/22- we received a text & phone call from Rosa, stating the table was not in stock.

We contacted the store because we were confused and frustrated scheduling our time to prepared for the 2ND DELIVERY and spoke to the Store Manager David, he basically told us, that item was not in stock. When I asked him to explain what happened to our order and why we kept getting messages and a call from Susan Carrol to schedule the pickup, and he just said it was not in stock. We could either wait, re-select and compensate us for a different one, or I could cancel the order. We felt that he was not sympathetic to our needs, he didn't apologize for any error on their part and said we could come in if we wanted to order something else that was in stock.

We still want the table and server and will wait for it until the end of October.

Thursday, August 25, 2002. 3:07pm Delivery of: 2 nightstands & dresser

3 Attempts:

Original delivery date: Friday, August 19. I followed instructions to reschedule as indicated on the text message that I received, that the 4-hour window would not work because my husband would not arrive from Dialysis on time to receive the furniture. I emailed, as instructed in the text, and received a response within an hour to tell me they had rescheduled me to the following day, Saturday, August 20th. I responded to the email to acknowledge the change of date. We cancelled our Saturday schedule to be home. Saturday came and we received no text, no call, nothing. They were a no show. I called on Monday and my complaint was taken nonchalantly with, "I'm sorry but we can reschedule you now. So, I informed the representative on the phone that Wednesday would not work because it's a Dialysis Day for my husband, so she scheduled Thursday, August 25th. Which takes us to the horrible experience of today!

The delivery drivers arrived to my home. My husband texted me while I was at work to tell me they had arrived at 3:07pm. At 3:09pm I responded with "ok". At 3:18pm he called me to tell me that they had left, and he found one of Jerome's door hangers that said we missed you and to call their number.

This is what transacted with the delivery crew: My husband informed me that the delivery team arrived and the only reason he noticed was that he had continuously was going out to our porch when he would hear a truck pass by. (I did not get a text to tell me they were arriving or on their way, as they did the first time they delivered the bed.) They were sitting in the truck. They did not attempt to come to knock on the door. When he noticed Jerome's truck parked in front, he went out to greet the driver and told him, "Please let me know when you're ready to come in so I can put my dog away." The driver nodded. Any reasonable person takes this as acknowledgment that you spoke to the person at the home. At 3:18 I received a call from my husband that they had just taken off. I received an unknown call and because I'm dealing with an emergency at work, my attempt to answer failed. If indeed that was the driver trying to contact me, why would he be calling me if a "live" person were at the home at the time of the delivery? I did "not" get a text that day to tell me they were on their way, as they did when they delivered my bed last month. I am livid, to say the least! Jerome's Delivery has failed us 3 times. I expect to receive the service I paid for by competent drivers. I also expect Jerome's to hold the delivery drivers accountable for their disrespect to a disabled man.

In Nov 2021 we purchased SYG Power Sofa & Love Seat(**HRO**)Pwr Sofa & Love Sea.

in July 05 2022 we notice that the head rest had faded dramatically.

We contacted your claims representative and they gave us Ref # 1105105TO46

And directed us to [protected]@furniturecareprotection.com.

The Rep there assigned us to Ref # 5549389.

We Received this reply to our e-mail:

Jul 06 2022

Your email has been received and will be processed based on the order it was received in.

For any updates, opening new claims, questions, or any other information please give us a call at [protected].This email is only set up to receive photos for claims that have already been reported. We are open Monday through Friday 8 a.m. central time to 7 p.m. central time. We have an after hours answering service that can take a message in the evenings and weekends as well. You can also email [protected]@furniturecareprotection.com and your request will be directed to the correct department.

This message and all attachments may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this e-mail is strictly prohibited. If you received this e-mail in error, please contact the sender by replying to this e-mail and delete all copies. Thank you.

We followed up with photos of thesofa in question and the said they would contact us to resolve this issue.

By July 29 2022 we had not heard anything from them.

We called on July 29th 2022 and they sad they would call us on next business day.

On Tuesday July 2 they had not called us back-

we called again and they said they were taking this claim up to management and they would contact us, the rep could not give us any time frame on the re contact from management.

This has been a very poorly

I am a long standing customer of Jeromes in San Marcos CA. In 2020, I purchased a sofa bed and TV stand under the Interest Free promotion in 18 months. Synchrony Bank managed my account. I paid monthly without fail despite the COVID season difficulties. I am 62 years old and rely on the paper statements in the mail to keep me on track of the expiration date of the promotion. This year, Synchrony Bank changed the statements to electronic. The expiration date is in fine print on the last page of the electronic document. I honestly thogut the expiraation date was in July and budgeted to pay off the balnce with my July payment. When i opened the electronic statement, I saw that $696.00 was added to my balance because the expiraton date expired at the end of May. I called the bank and spoke to the customer serice rep and transferred to a manager. I asked them to allow me to pay off my balance without the $ 696 because the switch to electronic statement put me off track. they said the only wany this would happen is if Jeromes would extend the promotion period.

table received not as describe, missing 2 extended leaves, Thought they can help me right away before the drivers drive far away and so within 10 minutes right after receiving my order Sunday 05/22/2022, I called the Pico Rivera store, spoke to person took my information and promised to call me back shortly but never heard anything since, email sent to customer service, and several texts sent to driver and Customer service. and email sent to Jerome's customer service next day 05/23/2022, still no response up until today 5/24/2022.

1/9/22, Order 0109202gx83.

I was excited to be getting a new high end quality extra firm mattress. Unfortunately I ended up purchasing the above. I ended up buying the adjustable base, which I like.

I was told that all I needed was firm, not a extra firm mattress with this base. This “firm” bed is not even firm. It is lumpy and uncomfortable. I wake up at night with knee, hip and/or back pain and most days I’m pooped. I also was told that the mattress and my 2 ER ice pillows ($178 each) would be cool and comfortable. I wake up sweating several nights a week. That never happened with my old mattress that I had for 8+ years.

I’ve also got issues with delivery and set up and with my “dream cool” mattress protector which needs to be replaced

Went to jeromes showroom. The associate confirmed I was purchasing the mattress and frame. I asked her specifically if it was the frame on display. She acknowledged that it was. So I ordered two beds. Upon delivery, I was told that I had only purchased the mattress and box spring, no frame was included. I went back to jeromes and was told the same thing. I told the associate that there was no way I was paying $4,000.00 for two twin mattresses and box springs. She said that once the furniture gets delivered it was final sale. I was sent a text and told that I could get the metal frame. I'm presuming the cheap standard frame. The next day, I received a call from one of the store managers. She said I could get 5% off the purchase of an adjustable frame. I told her that wasn't acceptable. Again I was told once furniture is delivered its final sale. The mattresses were delivered Sunday march27th. They are still not being used because I don't have the frames. Hopefully, Jerome realizes the importance of a satisfied customer and gives me back my $4,000 so I can buy the bed and frames that I'm being told I'm buying.

I ordered my Malone couch and loveseat combo on 9/4/21. The product was “due” to arrive mid October. Delays caused the arrival date to be pushed out to November, then December. I understand there are supply chain issues but Jerome’s didn’t reach out to notify me of these delays. I had to find out by constantly checking the delivery status through the Jerome’s site. This site rarely reflected delays until a few days before next delivery “due” date. I was thrilled when it was finally delivered January 6th 2022. The delivery team were polite and courteous. Once the couch was assembled, I commented on how one section was crooked. They tried to fix it to no avail. I was told - “someone from service would contact me”. After waiting a few weeks, I called to check when the service person was coming. They said - we do not have a ticket…. I then entered a service ticket and the technician arrived February 6th, 2022. He was unable to correct the problem. A part was ordered with a delivery date of “mid May”. I had purchased the 5 year extended warranty and understood this to be - if there is a problem they replace the furniture. This is NOT the case. Why pay the extra $ for warranty I am quite frustrated having waited this long only to receive faulty furniture. I am still waiting for the part that once it arrives then has to be scheduled for installation. Furniture costing $4265 including white glove delivery and extended warranty should be handled much better. My previous furniture for far less money from another local store lasted 12 years and was still in fabulous condition when I sold it. Needless to say I am quite disappointed with Jerome’s customer service and product. I tried posting my comments in Jerome’s review page to let others know but my review has not been posted. Beware! Seems they only show the positive reviews.

Moved our Stanza set that we loved. In the process accidentally tore one end of it in different places. Okay, I've got the 5-year Protection Thank God. Called got claim # 5363933. Was told that I moved it and Not a Mover professional that it is not covered. Because I moved it. And that it would have been covered through their company. The plan did not say we are not to move it ourselves. Have for 17 months. But we had gone back to purchase another set paid for. Upon delivery, the sofa was too long. Sent it all back. Called twice denied twice. So what does accident mean? Yet they have a way to word and cover themselves not to repair.

It's a shame. So after being told not covered I just asked for a prorated refund.

What a way to run a business.

Under What is covered: Any puncture, cut, tear, and rip from a single incident.

What is not covered: Stains or damage that occurs while the furniture is in storage, or being moved to or from storage, or between residences.

Again What is Accidental coverage?