Jerome's Furniture
reviews and complaints

I've bought a lot of furniture from Jeromes over the years but sadly this will be my last time. I'm very disappointed with my recent purchase of two bookshelves on May 8, 2020. After I paid total price I was sent a message they wouldn't be available until July 2020. This type of message would have been helpful BEFORE I paid full price. Not only did they NOT arrive in July but until today August 10 2020, without a courtesy notification advising of delay. Delivery guys were 2 hours late without apologizing or calling ahead of time. One of the bookshelves was damaged/defective with pieces of broken wood and they took it back. Overall this was a negative experience. It would take Jeromes to go out of their way to win me back as a customer

My chair was damaged upon delivery you could see where it rubbed against a pallet and unraveled the material, while I was waiting for someone to get back to me I noticed that the bottom seam on my couch is coming apart as well. I notified the store and they responded by telling me they would have a technician come out and look at the chair. When he came out he said that he would put in a request to replace the chair as the cushion was sewn to the back. He also took a picture of the couch unraveling and said he would start another service call for that. This was more than 3 weeks ago and I have not heard anything sense. I went into the store in fountain valley to complain but they said they could only send my complaint to the san diego store. You know every time I talk to someone from this company they always end the conversation with "we want you to be happy" well guess what im not?

I purchased a bedroom set 2 years ago with a 5-year protection plan. They are denying the coverage so I called them to see if they could help before I contacted the BBB. Silvia talked to m on the phone, she was the rudest person I have spoke over the phone. She did not have any type of empathy towards my issue. She just said that I was not cover, even do if you see their website https://www.guardianproducts.com/protection-plans/indoor-furniture-protection-plans/ it covers almost everything. What happened to my furniture is listed there, I got frustrated because she was just not helping at all she was just saying that it was not cover and there was nothing I could do, this is a dresser over 1000 so is not easy just to forget about it, that why I got the protection plan for other 300. This experience with Jeromes has been the worst. Is sad to see that even do they have quality product their customer service representative is the worst. I will really think twice before purchasing anything from them again.

I had this delivered after 2 weeks, and they set it up without checking all functions, and it didn't work the very first time I tried it! It supposedly has "premium motors and mechanisms, what a bunch of garbage! I am extremely upset, as I paid $1000+ for this chair, had to wait two weeks, and I did order it online, partly to help local businesses stay afloat, and this is what I get?
I also got rid of my other chair, so now I have nothing I can sit it, just amazing the lack of quality control on these products anymore, and they want us to buy american, unreal.

I purchased Three queen mattresses from Jeromes, San Diego. When I moved back to SD from Seattle, Washington, in 2015. 2 of the beds I have the mattresses are fine. One is collapsing, and roll me out of bed. Jeromes sent a company out to do an inspection. The inspector said I can see why you are rolling out of beds the sides of the memory foam are collapsing. Jeromes will be in touch to let you know what they are going to do to take care of the problems. 7 - 10 days if you do not hear from them call them, I did on day ten, I was told a letter had been sent out. I waited for another 6 days, no letter. I called, I was told the report said that the manufacturer's requirements are satisfactory, so they are not going to do anything? I now have to go buy a new mattress, it WILL NOT, be from Jeromes, I will never buy or recommend anyone to shop there. Once they get your money, you are history.

2 years ago I purchased couches, bunkbeds, dresser and a twin bed with drawers. The couches have staples sticking out constantly poking us, the wood beds are also giving my child and my self splinters, this has now become a safety hazard and Jerome's is not willing to do anything about it! If I have to go and drop every single piece of furniture off on their show room to show their customers what it really is to have jeromes furniture I will!

I ordered A marble table top and eight gray chairs. I picked it up and brought it home set it up and the following morning noticed manufactured default including a handprint underneath the clear sealant. I reported it to Jerome's‘s and since I am added on the warranty I assumed I would be able to get a new table no issue. The tech came out took pictures and agreed he saw a default and handprint however it was in physical damage. Jerome's‘s Laguna Hills upper management decided that I would have to pay a 10% restock fee on top of bringing the old table back to the store and paying another delivery free for a new table To be delivered to my house. I asked to speak to upper management and Esther at the Laguna Hills store told me that the supervisor and the store manager we're both unavailable to speak to me and would have them call me to watch no avail. I've tried to find corporate number is also to no avail. I'm sure they would not have this table displayed on the floor due to the huge in perfections on it so I don't understand why they would expect a client to want us in their home. I spent $1500 on the table and chairs with an additional add on five year warranty, And I am still supposed to pay a 10% restock fee on top of a delivery fee and we be responsible for taking out the old table and delivering it back to the store. This is the worst customer service I've ever experienced. If it's not resolved I will be returning the table and expecting an entire full refund immediately! And if you Jeromes wants the defective table they are more than welcome to come pick it up at my house!

4 years ago puchased a sectional and kess the a month after purchase called to complain of poor quality. Sitting on it was so uncomfortable. Felt the wood and spings. When called menifee store was told sorry no returns. A few months after started seeing reclining mechanism uneven and seeing love seats sinking. Springs coming out. Called warranty. Took weeks and 4 technicians later and still not fixed. 4 years battling ans getting denied. Saying never got my paper wirk. Photos. Every time I call get excuses and saying have to redo paper work.
I never get calls returned. No emails of my submissions. 4 years and useless warranty. Useless technicians. Useless representatives. Useless warranty sold by company that doesn't stand by uts products. 4 year old sectional you can't sit unless use cushions. Embarrassment when company comes.

All i want is for my sectional which all the srings are coming out to be fixed and get denied. $2000 spend and cant sit on my sofa. Complained and Jeromes inability to stand y their companies slogans. So disgusted with this company

To whom it may concern:

My husband and I shop at your Murrieta, CA store. I love the styles of your furniture, but the "after purchase" inconvenience is not worth the price or style.

Many years ago I bought a leather family room pit (couch). It was delivered damaged and a technician attempted to patch the damaged area. We just dealt with it until will gave it away a few years later, because you had no more of that style in stock.

This year, I decided to give you guys another try while refurnishing my house.

In May, I bought a bedroom set that included a headboard, footboard, 2-two drawer night stands, and a six drawer dresser. All of the following damages were noticed upon delivery or within one hour of delivery. All top drawers came with a velvet lining. One of the night stands' top drawer had some chemical stains or spills inside that could not be repaired and had to be replaced. The top drawer was replaced but did not have the velvet lining. Two of the dresser drawers had nicks on the outside, facing front. The technician did a decent job patching and color matching the wood nicks. The reason he had to try and patch the nicks was because the replacement drawers he brought with him did not match the other 4 drawers. (The metal handles on the front were not brushed nickel and one drawer did not have the velvet lining.)

In September, I purchased a couch and a set of tables (two end tables and a cocktail table). The couch came with a nick in the leather at the top corner, which is a stress point that I don't trust to be patched. The tables were missing parts and had to be taken back. I was promised to receive the tables in two days. After correcting the delivery time (I requested a delivery after 10 a.m., the scheduler set the delivery for before 10 a.m.), I got a call the morning of the delivery (today) informing me that the tables were not in stock, and it would be another two days. At this point, I'm waiting for the technician to evaluate the damage couch and offer a solution.

However, after considering the past and recent events, I have decided that I will not accept a repaired couch. I want what I paid for which is a new and undamaged couch. The bottom line is that I paid cash for new furniture on three separate occasions and received damaged furniture that took, as is taking, time and inconvenience to get repaired. In one instance, it took two months to get the nightstand drawer replaced, and it's still not the correct one. To make this complaint clear, I have paid for new furniture but received repaired furniture. I expect to be compensated, in some agreeable form, for my inconvenience and receiving repaired furniture after paying for new furniture. Because I paid cash, you can't offer any compensation of finance charges.

Once I know that this complaint has reach the correct department and assigned to a representative, I will be more than happy to supply more details, including photos.

Thank you,

Tolanda Parker
c/o Joe Parker
[protected].

Sales Order # 0418801kkde Couch has a manufactures defect as diagnosed by Jerome's customer service. They have come out twice ...first time a poor repair and second time with the wrong part and technician said it needs to be replaced. I have called and been promised call backs several times to no avail.

Today I was hung up on twice and not allowed to talk to a supervisor.

Contact me at [protected]

Purchased bed and adjustable frame from jeromes on morena blvd. Also got a mattress cover that was suppose to keep mattress cooler. The cover is bigger then the mattress so the fit is not snug layers up very uncomfortable. Spoke to manager she would send request to cooperate due to no return policy even though it does not fit. She says cooperate said no for refund or even store credit. Spoke to several other people and cooperate again still no avail.

An ordered was placed on their website for 2 loft beds 2 mattresses and 2 mattress boards. Only one bed and mattress showed up. We paid for white glove next day delivery. I have not received a call from Jeromes, I have not received the rest of my order, I have not received a refund, trying to get through their customer service is near impossible. I called the local store and they told be that I would be receiving a call back and none has been received. After various attempts to get the rest of my ordered items, I called the store back and demanded a refund and was told that customer service would be whom I'd have to speak to. My kid has been sleeping on the floor and I still have no bed. I called again today and I get the no answers and I keep getting told that I will get a call back and yet nothing. Not sure where to go from here.

I am disgusted by the type of business they are running. I've had about five deliveries and all broken or deep scratched items. Not only did I almost lose my job for taking time off each time I need to be there for delivery. They don't want to refund yet can't get me the items I need in order without wood being broken. I will not ever give them business nor recommend this place. Plus getting ahold of managers a nightmare!

Buyer beware! Let me first start off by saying myself and all of my family have always gone to jeromes over the many years because of the great prices and quality. However, this time was much different. After much searching for a new leather sofa, loveseat and recliner we ended our search at jeromes. We found a beautiful set that was a good $3200 after tax and delivery. We get our order delivered and it looked great, however the seats, on all 3 pieces were sitting at a very very upright angle. This is not the case with the pieces in the store. We gave it some time to break in, and I will tell you it never did! Thats because breaking in was not the problem. It was the angle of the seats. If you sit on this set longer than a few minutes your hips and back are killing you. I called jeromes, they basically told me its to bad, there is no cooling off period and no returns. I told them these seats are way to upright, and if they were like that in the store, we would not have purchased this set! So I had to file a claim with my credit card company that these sofas were not the same as we sat on, and the quality is poor. After 60 days of my credit card company researching, they sent me a letter that said jeromes is willing to work with me. At this point all I want is to exchange the set not return. We cannot use the set at all! It sits in our front living room unused. Every person that comes to our home says the same thing... Their back and hips hurt from this seating. After the letter from the credit card, I thought ok great, jeromes is willing to work with me. Not so! I called and finally received a call back from a "manager" in the service department. He called me and was such a jerk! He was so completely disrespectful and condescending to me. He talked really fast trying to speak over me, telling me there are no returns or exchanges. I told him that is not true, I myself have purchased a sofa from the san marcos store that was a return, my salesman at the time told me that. Its in the jeromes "bloopers" section. This manager on the phone kept telling me it was not jeromes fault that I do no like this furniture. I told him my credit card company said jeromes was willing to work with me, and he kept telling me it was my fault that I purchased the wrong sofa set. I was in complete disbelief of how he was treating me! They do not care about their customers, only the money! He then told me he would consider taking the set back if I pay $650 to do so. What?! He said that will offset the cost for jeromes to donate the set! I told him its free to donate! In fact whatever organization you donate to will come pick it up for free!. He then told me I probably could'nt afford to pay the $650 anyway! Are you kidding me?! That was the end of my phone call with this so called manager. So I am writing this review to try and prevent this from happening to anyone else out there! We all work hard for our money, and there are so many furniture stores to choose from in san diego, go somewhere they stand behind their products! Jeromes does not, and if there is a problem, they try to berate and belittle you! Buyers beware! I am also filing a complaint with the better better business bureau

My wife and I came into Jeromes, the San Marcos location, late June in search of a mattress and we were sold on a $600+, not too expensive but a nice deal. The salesman wanted to close the deal so we applied for Progressive financing, got approved and were ready to move on with the sale. After nearly 2 hours we were told the mattress wasn't even in the store and that it was going to take another 3 weeks until it comes in, we decided to wait. I told the salesman and the person behind the counter that we do not want to pay for something we don't have yet and they understood, all they were going to do is order the mattress. The salesperson told the person behind the counter " we are going to give this(mattress cover) to them because I told them the matress was here and they've been waiting for so long". We didn't even want the protector but if it was given to us for our troubles and time, why not. On the actual receipt, the protector wasn't even listed because that's how it was instructed. A week later, we get a notification that an amount was going to be taken out from our account, I made my first call(to Peter)and they apologized and told me it was a mistake that they were going to fix it and get refunded. Following week I spoke to Alex and was told the same thing, so I came in the store and actually spoke to Alex and at the end of the conversation was told that we were going to get refunded with a clean slate "like it never happened" and for us to come back when that happens to try again. Almost 2 weeks later passed and I have been making all the phone calls to Progressive and Jeromes instead of the other way around and just yesterday was told that I'm getting billed for the protector that was not even on the list of charges. That is how they're trying to justify the withdraw that wasn't even authorized. I hope this will be resolved because a lawyer will be involved at the end of this transaction.