Jerome's Furniture review: Customer service

I purchased the pacific beach chaise from the Laguna Hills store a week ago along with the Guardian warranty. I was told by the sales person that the warranty would cover all pet accidents. Two days after my sofa was delivered, my dog urinated on the sofa. I called the store to see if I should just purchase new parts and was told to make a claim to Guardian. I was also told that if Guardian could not remove the odor from the sofa, that they would replace it. I made an online claim on Saturday, 12/5/15. Guardian never contacted me. On Monday 12/14 at 5:00pm I contacted Guardian. The representative told me I needed to take more pictures of the sofa. I submitted the pictures online and called the Laguna Hills store to talk to the manager Eric Darensbourg. By this point in time the furniture had such a strong odor, it was not salvageable. It is still in my laundry room and making the entire room smell. Eric said he would contact Guardian and make sure everything was taken care of. He told me he would call me on Tuesday morning. Eric never returned my phone call. On Tuesday afternoon, I lost half a days work as I had to call Guardian and Jerome's customer service several times. I was sent back and forth from Guardian and Jerome's. When I called Jerome's and asked to speak to a manager the sales person redirected my call to customer service. Customer service told me there was no one who could help me and no manager was on site at Jerome's laguna. He refused to transfer me to his manager as well. He eventually said a manager from another store would call me. No one ever called me. I eventually reached a representative at Guardian who told me they do not cover "odor" left from the pet urine. Although Jerome's told me odor was covered. I ended up having to cancel all plans for the night and drive to Jerome's in Laguna Hills since no one would assist me over the phone. Amy Garant assisted me and was friendly. While she did credit me the delivery fee and refunded my money for the Guardian, she was unable to reimburse me for my lost wages due to Jerome's negligence. She stated that she would have to order the new parts and double the cost for delivery. She also said it would take 8-12 weeks for my new parts. It has now been 7 days since the damage to my couch and still parts have not even been ordered. I contacted Eric on 12/10 and asked him about the status of my order. He stated they never heard back from the manufacturer. I also asked him since I purchased the sofa that was in stock, if Jerome's could send me the parts of the sofa and have the manufacturer ship the parts to Jerome's. He said he would look into it. Eric called me on 12/10 and said that the parts were still not ordered but I could purchase a new couch for $100 off, but would have to pay all delivery fees and fees for removal for my new couch. That is absolutely unacceptable. I just paid Jerome's $900 and I want to do is order a replacement cushion. It is the holidays and I had purchased the couch so I could have company over. I have half a couch now. I understand it was my pet's fault for the damage. However, I was sold the Guardian plan under false pretenses, lost half a day's pay due to Eric Darensbourg not following through with his commitment to me (and the actions of the Jerome's customer service representative) and have been under undue stress due the negligence of Jerome's employees. The pieces to my couch have still not even been ordered. If the sales person was honest about Guardian from the beginning and new parts were ordered last week, I would not be under this stress and missed work. No one will give me a phone number to management in corporate. They said the only way to reach them is through the website. I have left multiple messages to Human Resources and Sales through the website and no one has responded to me. My next step is going to miss a whole days pay in order to drive to San Diego so I can actually speak to someone. I will never purchase from Jerome's again. This is not only the worst customer service I have ever received, but I have been lied to by several employees.