ComplaintsforJerome's Furniture Warehouse

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The purchase date was 2/24/2024 with a delivery date of 3/2/2024. I notified them 3/31/2024 about several issues with the furniture which has a one year warrantee. The love seat fabric is already threadbare. A few days later I got a call from "*****" and she was suppose to follow up with me 2 days later. No response. After several more attempts (all via their text messaging, which I have), i eventually got a call (after they had made appointments for calls and they did not) I spoke with "******" who had me send photos of the issues, ***** you that at this point, the patio set (two of them) have both started to unravel and become useless. I was told that I would get a call back from management the following day (yesterday) with a resolution. No call. I told the *** that I was ready to put all the furniture on the law n with a sign "Free" as this is total garbage and I will take the loss.I think that this company is defrauding customers with guarantees with "American Made" home furnishing, but if you turn them over, they are clearly made in ***** and Made in *****.What ever happened to telling the truth. If it is cheaply made, then its cheaply made, don't say its quality if it is not.

  

  Business response

  04/15/2024

  Dear ******, 

            Thank you for contacting us and I am so sorry for the delay in this response as well as the inconvenience caused by the issue that you have had with both the furniture and the service process. I understand your frustration with the process and I am so sorry that this has taken so long. We strive to provide all of our customers with a great customer service experience and I am sorry that we have not been able to provide this for you. 

  Looking at the order I do see that you have been approved to return the furniture. That return has been scheduled for Thursday, April 18th. 
  Because of the number of deliveries, and our routing system, we are unable to guarantee time frames. You will get the estimated 4-hour time frame around 9 pm on the night prior via email, automated phone call, and text. In addition to that, we have a delivery tracker that can help you track the truck throughout the day. The time frame is subject to change, however, we try to get the timing as close as possible. You can track your delivery the day of the delivery here: *********************************************************;

  Thank you for your time and patience and please feel free to contact us again if you have any questions or if you need further assistance. You can call us at ************, email us at ************************************** or you can contact us via text message at our website: www.jeromes.com. 

  Sincerely, 

  ******'s Furniture, Customer Care

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a sectional sofa from Jeromes. One of the recliners is no longer working. The recliner wont close to a sitting position. We contacted Jeromes on 11/24/2023. They sent a service technician on 12/07/2023. The technician stated they needed to order an electrical part. On 1/4/2024I contacted ************** Furniture Solutions Network and was told that the repair company never submitted anything because we were not home. I got the repair company on a 3 way call and they informed the warranty company that they submitted a claim with the parts needed. The representative (***************************** asked that the repair company resubmit the receipt with the part needed. I asked him to send an email acknowledging our phone conversation. He emailed me saying we will review the claim. They are no longer answering. I paid the 5 year warranty and would like for the warranty company to honor the warranty and claim or replace the sofa. At this point I will never purchase from Jeromes Furniture in Corona/

  

  Business response

  03/25/2024

  Dear ***************************, 

          Thank you for contacting us and I am very sorry for any confusion regarding the service and the actions taken regarding this service. Looking at the service request that we have Furniture Care Protection (FCP) requested that we order parts to fulfill the claim that you made with them. We ordered the needed part in January and the *** on that part is showing near the end of April. I understand your frustration at the delay in the receipt of the part, but as soon as that part is available you will be notified so that we can send that to you. 

  Once you receive the part you will need to contact FCP to let them know. They will send a technician to complete the installation of the part. 

  Thank you so much for your time and patience regarding this service. Please feel free to contact us again if you have any questions or if you need further assistance. You can call our customer care department at ************, email us at ************************************** or you can send us a text message via our website at www.jeromes.com. 

   

  Sincerely, 

  ******'s Furniture, Customer Care

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was sold a defective sofa that started making a squeaking noise after ten days. They sent a technician out twice to fix it and the third time he did not even show up.

  

  Business response

  03/25/2024

  Dear ***************************, 

            Thank you for contacting us and I am very sorry for any inconvenience that you have incurred regarding your furniture. We would like to look into this for you, but the phone number provided is incomplete. What is the phone number that the order is under so that we can pull up that order and review the issue with the furniture? 

  Please contact us either via phone at ************, email at ************************************** or via text message at our website, www.jeromes.com. 

   

  Sincerely, 

  ******'s Furniture, Customer Care

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bedroom set came ASIS and customer service is rude. They cant deliver new one not in stock! What a joke!2,5 months later today delivered replacement headboard and has cracked again! Unbelievable about the quality of furniture! Management never return calls ! They dont give money back. I want to return everything.

  

  Business response

  03/20/2024

  Dear *********************, 

             Thank you for contacting us and I am very sorry for the inconvenience caused by the damaged furniture and that the replacement was also damage. We strive to provide all of our customers with an excelent service experience and I am so sorry that you have not had said experience. 

  Looking at the order I see that we have scheduled another exchange for the headboard in the system for you. That has been scheduled for Saturday, March 23rd. Because of the number of deliveries, and our routing system, we are unable to guarantee time frames. You will get the estimated 4-hour time frame around 9 pm on the night prior via email, automated phone call, and text. In addition to that, we have a delivery tracker that can help you track the truck throughout the day. The time frame is subject to change, however, we try to get the timing as close as possible. You can track your delivery the day of the delivery here: ***************************************************.

  Thank you for your time and patience. Please feel free to contact us again if you have any questions or if you need further assistance. You can call our customer service at ************, email us at ************************************** or you can text message us via the website at www.jeromes.com. 

   

  Sincerely, 

  ******'s Furniture, Customer Care

  Customer response

  03/20/2024

  I waited 2,5 months for exchanges! Company dont care about customers and they lied to me day of service. They charge me over $300 delivery fee. I asked sale person why is that so high. His response was ******** using only their own delivery team ! And white glove service. However they use 3.party team and team arrive my house did not have shoe covers! They said they are 3.party not just work for Jeromes. They advertise false information just make a sale. Whole bedroom set looks old and yellow stains on it. I want return everything and get my money back included horrible delivery service team. BBB please help me I want refund and I left a voice mail many times at Jeromes they never returned my call! They have been ignoring me since 3 months!

  

  Business response

  03/25/2024

  Dear *********************, 

            Thank you for your reply and I am very sorry to hear that you are still having difficulties with the furniture. We do see that you are currently in contact with customer service and they are assisting you with this issue. Thank you so much for your patience regarding this service. 

  Please feel free to contact us if you have any questions or if you need further assistance. You can call customer care at ************, email us at ************************************** or you can text message us through our website at www.jeromes.com. 

   

  Sincerely, 

  ******'s Furniture, Customer Care

• Initial Complaint

  03/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 13, 2024, I excitedly decided to purchase couches for the first time. (order number 0113406YM59) However, it turned into a disastrous experience. I found couches I loved and expressed my desire for a different color. Despite my hesitation, the sales representative reassured me that customization was possible. The catch was a 25% down payment and an estimated 8-10 week delivery time. Influenced by *******'s assurances, I proceeded with the purchase. Several months have passed, and my couches still haven't arrived. Each inquiry yields the same responsedelays. Frustrated, I asked to switch to an in-stock color, but was told I'd lose my non-refundable deposit. I feel deceived and disappointed. Now, the couches say delayed until mid-April but this is too an estimated time as well. My family sits on the floor, exacerbating my back problems. It's a disheartening situation. All I want is my couches in any color without losing my deposit. The deposit was (450) 25% percent of $1,704.

  

  Business response

  03/20/2024

  Dear Jackalean, 

             Thank you for contacting us and I am very sorry for the inconvenience caused by the delay in the receipt of the furniture. I understand your frustration regarding the issue and I am so sorry that this has been delayed. The *** on the furniture is showing mid-April at this time and we can go ahead and refund the delivery fee for the inconvenience caused by the delay. The refund will be the ***** delivery fee that was on the order. 

  As soon as the furniture is in stock you will be notified so that we can schedule that delivery once the remaining balance on the order has been paid. Thank you again for your time and patience regarding this order. Please feel free to contact us again if you have any questions. You can call customer service at ************, email us at ************************************** or text message us via our website at www.jeromes.com. 

   

  Sincerely, 

  ******'s Furniture, Customer Care

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa/loveseat/recliner chair at Jeromes on 09/17/2020. The cushion on the one side of the sofa was dilapidated within 4 months so I called customer service and they sent out a repair person who basically reached up under the leg/foot area and shifted the cushion. He told me in the future that I could just do that myself. I had filed that claim in March 2021. I told him that I shouldn't have to "repair" the item myself, we had just paid $3500 for the set and it was only 4 months old. Clearly, the foam rubber was defective. The inner console that has cup holders and usb ports had popped out, which again, he just pushed it back down telling me I could do the same. The cushion stayed ok for a few months but started looking really bad so I called back again. It was during Covid so they kept finding excuses for not sending someone out to look at it until the warranty had expired. I had called at least 4 times with no luck getting a call back from the repair department or a supervisor. So now, as of today, the inner console is completely detached except for a wire holding it on and the cushion is completely destroyed and the fabric that is supposed to hold it together is totally ripped. The tech that came out lied on his form stating that everything was ok when he left which was not the truth. I have called numerous times recently as the seat has sunk over an inch and the angle makes you sit crooked so no one can sit there. I have sent numerous pictures as requested only to be told, like a broken record, "it is out of warranty". If they had just sent someone out when I asked to fix it correctly, I would not be doing this now! I just want my sofa repaired since they clearly pushed me off until the warranty was over. I have reached out to them 1/25/21, 07/17/22, 06/27/23, 02/15/24, 02/20/24 and 02/25/24 all for the same issue. I have copies of emails but system won't let me attach them. If you need them I can print them out.

  

  Business response

  03/02/2024

  Dear *****, 

           Thank you for contacting us and I am so sorry for the inconvenience that the service issues have caused regarding that furniture. I understand your frustration and I am so sorry but, unfortunately, we are not able to service that furniture as you are too far outside the warranty, which is a 1-year warranty for manufacturer defects. You will need to contact an outside repair company in order the have that serviced. 

  Please feel free to contact us again if you have any questions or if you need further assistance. You can call us at ************, email us at ************************************** or you can text us via our website at www.jeromes.com. Thank you for your time and I hope you have a great day. 

   

  Sincerely, 

  ******'s Furniture, Customer Care

  Customer response

  03/03/2024

  I tried several times to get my sofa fixed before the 1 year warranty was up. I originally reached out only 4 months after getting my new furniture explaining that something was definitely wrong with the foam on the one end of the sofa. It took a while to get the repair person out due to Covid which ate up more time towards my 1 year warranty. If you look, I contacted you several times during the warranty period and just kept getting put off stating that due to "covid" they were unable to help me at that time. In doing so, my one year warranty was up, not because I didn't try to get help within the first year but because you tech that you sent out told me that I needed to reach under the leg rest and move the foam my self and he wrote a bogus report that the issue was resolved, which it was not. I was hoping that you would do the right thing by repairing the foam on the leg rest since I obviously received a defective item that I paid $3500 for. I was a customer for over 30 years and we purchased numerous rooms of furniture from you in the past. I now see why you have so many 1 star reviews. Apparently customer service means nothing to your store. I am very disappointed that you are not willing to make things right for me. It is not like I didn't try to reach out several times during the 1 year warranty and was put off by your company. Sad how bad the company has become.

  

  Business response

  03/11/2024

  Dear *****, 

          Thank you for your reply and again, I am very sorry for the inconvenience caused by these issues with the sofa and the service process. I do understand your frustration regarding the issues with the sofa, and I am very sorry that I am not able to offer any service on the furniture due to being outside the warranty. 

  All we are able to suggest is that you contact a furniture repair company in your area for any repairs that *** be needed on that sofa. 

  Thank you for your time and please feel free to contact us again if you have any questions or if you need further assistance. You can call customer care at ************, email us at ************************************** or you can text message us via our website at www.jeromes.com. 

  Sincerely, 

  ******'s Furniture, Customer Care

• Initial Complaint

  02/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased $4,263.85 worth of furniture on Sept 15, 2023. I was promised 0% financing for ************************************************ November that I was being charged interest and they said they would fix the error. So they added another charge for $4,263.85 (with no interest) on 12/13/23. I called the credit card on 12/26/23 to dispute the double charge and they also said they would fix the issue. I have since called the credit card (Synchrony) and they said the store should remove it. So I called the store last week and they said to call the credit card. I said I already have and the credit card ** said the store has to remove the charges. The store said they would get back to me, but they haven't. I have called the credit card and disputed the charges once more. My credit card is still showing a balance of over $8000 and I'm still being charged interest!

  

  Business response

  03/02/2024

  Dear *******, 

            Thank you for contacting us and I am so sorry for the delay and for any inconvenience you have incurred due to this issue. Looking at the order I do see that there is a refund pending to Synchrony Finance and I will contact our accounting department to make sure that this is applied and pushed through as soon as possible. Please note that it may take 1-2 billing cycles for that difference to show on the statement. 

  Thank you for your time and patience. Please feel free to contact us again if you have any questions or if you need further assistance. You can call our customer service line at ************, you can email us at ************************************** or you can text message us via our website at www.jeromes.com. 

   

  Sincerely, 

  ******'s Furniture, Customer Care

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a sleeping sofa from ******'s Furniture online, with this sofa we also bought a Chair and an extended warranty for both units. I am attaching the email with the receipt I got when buying online. The sleeper was defective and we filed a warranty claim but ******'s is stating the sofa was cheaper even though we provided a copy of the receipt, they sent me their invoice and they broke down the sofa in 2 parts (the frame and the mattress) even though you CAN'T buy it without the mattress, we paid $845.50 for the sofa, plus tax, plus warranty but they just want to give me credit for $616.48 because they claim that is what the sofa cost. I asked them to send me the same sofa but they claim they can't because they discontinued the sofa even though they are still selling the unit online. I think it is fair to get the entire amount we paid for not just for the frame, specially if the unit was defective

  

  Business response

  02/19/2024

  Dear ******, 

            Thank you for contacting us and I am very sorry for the delay in this response as well as any inconvenience caused by the issue with the sofa. I do see that the reselection is in the system and was approved. I have contacted management to see if we can either approve a reselection with the mattress or if we can approve for the new sleeper sofa to be delivered without the included mattress. As soon as I have received a reply from them regarding this request I will contact you with clarification on the reselection. 

  Thank you for your time and patience. Please contact us again if you have any questions or if you need further assistance.

   

  Sincerely, 

  ******'s Furniture, Customer Care

  Customer response

  03/08/2024

  I started a complaint (********) and received a message from the vendor with a resolution, I accepted the resolution (getting a new sofa) but I never received anything from the vendor, I emailed the vendor directly with no response, how do I proceed? I bought a defective sofa and the vendor does not want to honor the extended warranty, I need a new sofa, a sofa that is not defective
  

  
  

  

  Business response

  03/16/2024

  Dear ******, 

            Thank you for your patience. Unfortunately, since the only part that was approved was the sleeper frame, not the mattress, then we are only able to offer a reselection on the sleeper frame. That is the sofa that the sleeper mattress fits into. If you reselect on that then the delivery crew will take the mattress out of the new one on delivery and you can install the one that you have from the previous sofa into the new one. When that mattress comes back it can be removed from the order and any charge can either be waived from the start or refunded if it is found that it has to be paid. I am sorry for any inconvenience. 

  Please contact us again if you have any questions or if you need further assistance. You can call customer service at ************, email us at ************************************** or you can text message us via our website at www.jeromes.com. 

   

  Sincerely, 

  ******'s Furniture, Customer Care

  Customer response

  03/29/2024

  I have been emailing  [email protected] like the message said but I am not getting any replies. They keep saying they will send a new sofa, that it has been approved but I have not received any new sofa. How can I make sure I get a new sofa?
  

  
  

  

  Business response

  04/03/2024

  Dear ******, 

            Thank you for your patience and I am so sorry for the confusion. That has been approved for a reselection so you will need to come into a showroom to select a new sofa. Please note that we can't exchange the mattress only the sofa itself, but just let the salesperson know and they can make sure it is written up correctly. 
  The reselection is to equal or greater value to the sofa itself, which is 616.48 before tax. If the new furniture is more than the available credit then you will be responsible for the difference. 

  Thank you for your time and patience. Please feel free to contact us again if you have any questions or if you need further assistance. You can call us at ************, email us at **********************, or you can text message us via our website at **************** 

   

  Sincerely, 

  Jerome's Furniture, Customer Care

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They refuse to honor damage claim submitted to insurance.

  

  Business response

  03/04/2024

  Dear *****, 

            Thank you for contacting us and I am so sorry for the delay in this response as well as for any inconvenience that you have incurred due to this issue. Furniture Care Protection is a third party accidental protection plan. Because they are a third-party company they do retain the right to approve or deny claims at their own discretion. That said, I would like to see how I can help you regarding this claim. Please provide the phone number that the order was under so that I can pull that up. You can call us at ************, email us with this information at ************************************** or you can text message us via our website at www.jeromes.com. 

  Thank you for your time. Please feel free to contact us if you have any question. 

   

  Sincerely, 

  ******'s Furniture, Customer Care

  Customer response

  03/07/2024

  I have called both entities and they both refuse to acknowledge that they are in the wrong and that they always try the same tactics to avoid paying or providing repair services. They play hot potatoe and then at the end they do nothing. 

  

  Business response

  03/16/2024

  Dear *****, 

            I am sorry for any inconvenience caused by this issue. I can take a look at that for you and see how we can help you with this order. What is the phone number that the order was under so I can pull that up? 
  Please contact us via phone at ************, email at ************************************** or you can text message us at our website, www.jeromes.com. 

   

  Sincerely, 

  ******'s Furniture, Customer Care

  Customer response

  03/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that you have not agreed to remedy this situation. You find account thru phone ************. Again you have not resolved this in a satisfactory manner. 
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  -Date of Transaction: 6/1/2023 -Amount paid: 3,9111.38 -Business committed to provide "replacement" cushion covers to cover up loose feathers from the ripped and faulty cushions (this is only a bandaid fix)-I've had the couch for not even 3 months since the last purchase and the cushion covers are failing. Loose feathers everywhere and the insides were ripped. -Jeromes had me wait for 4 months to replace the cushion covers back in Sep 2023. Fast forward in ****, they ordered the incorrect part and nothing was delivered.-Sales Order #: 0529303EQ77 Customer ID: ********** Delivery Date: 06/01/2023 (Sales person ***************************/*************************)03-*********** SHOWROOM ************************************************************* ************

  

  Business response

  02/08/2024

  Dear ***********************, 

            Thank you for contacting us and I am so sorry for the inconvenience caused by the issue with the furniture as well as the incorrect parts that were initially ordered. I understand your frustration with the process and I am very sorry, but we are not able to offer an exchange of the furniture. We have placed an order for the correct parts for you and they are showing an ETA in mid-May at this time. As soon as those are available we will let you know so that they can be shipped to you. 

  Thank you very much for your time and patience regarding this service. Please contact us if you have any questions or if you need further assistance. You can call us at ************, email us at ************************************** or you can text us via our website at www.jeromes.com. 

   

  Sincerely, 

  ******'s Furniture, Customer Care

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩