CB Furniture Stores Jerome's Furniture Complaints #22-41

Jerome's Furniture Reviews and Complaints

Jerome's Furniture review: California king bed - headboard/bed frame, twin motorized adjustable bases, california king mattress

Stickman0427 of San Diego, US

Mar 15, 2021 9:17 pm UTC

Verified customer

In late August 2019, we purchased three bedding sets for our new house from the Jerome's located on Treena Street. One was simply a queen mattress for a headboard/bed frame that we purchased elsewhere (in hindsight, our best decision). The second was a full mattress and box spring with a headboard/bed frame. We have not had issues with either of these items.

Our problem is with the California King set in our Master Bedroom. It consists of a decorative headboard/bed frame, twin adjustable motorized bases that are meant to sync, and a California King mattress. Before I purchased these items, I asked our saleswoman if they were all compatible and if the traditional mattress would work with the motorized base, and she assured us they were. We even tried it on the showroom floor prior to purchasing. Turns out, the items they delivered and installed are not.

The motorized bases do not fully retract to horizontal at the head without me manually pushing at least one side down. The foot section of the motorized base does not fully retract to horizontal either, so it has a permanent "dip" unless we raise it, and it is not comfortable for us. It appears that the headboard/bed frame is not long enough for the adjustable bases. Yet we were assured that all three pieces were compatible.

Because of the base's problems, the mattress has a permanent bulge in the middle that runs from side to side. Because of this bulge, there is no edge support for the mattress which was one of the selling points why we selected this mattress. In addition, the foot end of the mattress no longer has a square edge to it probably because it too is bound by a too short bed frame.

We purchased a third party furniture insurance policy from Jerome's, and it turns out to be a joke and a waste of our money. At their end, Jerome's is hiding behind this policy and claiming they have no responsibility. At the Insurance Company's end, they have finally told me that they are not responsible ostensibly because I was sold a mismatched set by Jerome's. Before they told me this, they did send two separate technicians, one for the mattress and the other for the adjustable base. The mattress inspector sent a letter saying that it performed according to the manufacturer's specifications but if it was damaged it was due to a malfunctioning base so they (the mattress insurer) are not responsible. The base technician did not speak English and I do not speak Spanish, so we did not communicate very well. He did send another remote to replace the broken one, but the new one does not work either. They followed up with a third remote today that also does not work probably because its receiver has to be programmed, and I will not waste my time doing it until the entire bed is fixed. We already have one original remote that still works both bases.

Prior to going to Jerome's, we shopped a department store and a national mattress chain for similar items. I passed on the department store because I was leery of their suppliers. I passed on the national chain because of fears they were about to enter bankruptcy. Furthermore, I picked Jerome's on the advice of friends. When I questioned them afterwards if they were satisfied with their purchases, they replied they never bought from Jerome's but figured they advertise so much on TV, they must be reliable. Big mistake.

Jerome's Customer Service is by far the worse I have ever dealt with. I never have gotten through to a representative ever on my call. It can take 30 minutes to 24 hours before they call me back. There is one consistency to them though. They are never helpful. This bedroom set cost me over $2K, and I am stuck between the seller and his insurer. Do not purchase anything from Jerome's unless you want problems!

Desired outcome: Replacement of defective parts or complete refund.

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jerrycares@jeromes.com

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16960 Mesamint St., San Diego, California, 92127, United States

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