ComplaintsforJerome's Furniture Warehouse

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional from ******'s (*******) that was much bigger than advertised online and labeled in-store. The sectional was $1566 with 0% interest for 12mos. Upon delivery, I realized the couch was too big. I repeatedly called ******'s and It took days to get someone to call back as you cannot call the store directly. When I finally got a call back from ****, I had to beg ******'s to take the couch back, they did and issued a store credit. The customer service was very bad so I went to the ****** location to purchase a new couch instead of *******. During the time of purchase, I was assisted by ***** who told me that "purchases over $3,000 had 0% interest for 60mos". The new couch was $3896. ******'s did not cancel the 1st transaction. I assumed they did when they provided the store credit. They kept the 1st transaction open from the Anaheim store and processed the difference at the Corona location therefore excluding me from 0% interest for 60mos as the separate transactions were less than $3,000. I get 2 statements instead of 1. I spoke to ********, the regional manager who was rude and said "they have my signature and that's it". This is deceptive sales practices and seems fraudulent. Once the 1st couch was returned, the transaction should have been cancelled and at no time was I told they would handle the transaction this way. ***** repeatedly told me I would have 0% interest for 60mos since the couch was over $3,000.

  

  Business response

  06/24/2024

  Dear La *********************, 

           Thank you for contacting ******'s Furniture. I am so sorry for the inconvenience and any confusion or miscommunication regarding the financing on this order. I am working on this and looking into this for you and as soon as I have an update I will contact you to let you know what is going on and how we can help remedy this situation. I understand your frustration and I am so sorry that you have not received the service and overall experience that we strive to provide for all of our customers. 

  Please 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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought multiple pieces of furniture in May 2023. I have had multiple issues with the sofa and love seat. I The first call I made was about the following issues: light did not work, left side recliner did not recline tech came out and fixed both. Second call I made, was in May 2024, prior to warranty expiring. I made the call for the following reasons: Heat has never worked on couch or love seat. All flaps on back come open and battery packs fall out, as soon as reclined. One head rest would not recline. Tech came out and fixed the headrest. He took pictures of all the flaps and battery packs that fall out after reclining and said the pictures go straight to the appropriate department. Regarding the heating not working, he stuck his hand inside the couch, under all the foam and said it does heat up a little bit the heat is not warm enough to come through the foam, to feel it. He told me he would write up the report and send it in. I followed up with customer service. Imagine my surprise when I finally reach someone, after over an hour on hold, and I'm told the tech ***** said he fixed everything. Only the head rest was fixed. I spoke to ******* from customer service, who had absolutely no customer service skills. She was rude and would not listen to me when I tried to explain there must be a misunderstanding. I requested a supervisor. She told me she does not have one but that she can request a manager call me in ************************* addition, I called the Murrieta store and spoke to manager ******. I explained everything to him. He said he has nothing to do with that department. I even invited him to come to the house and see for himself that the flaps and heater were not fixed. Not only do I have the manufacturer warranty, I also purchased the extended warranty. My problems still have not been fixed, a manager or tech manager has not called. **************** has been absolutely horrible! A nightmare to deal with.

  

  Business response

  06/08/2024

  Dear *************************, 

            Thank you for contacting us and I am so sorry for the inconvenience caused.  We strive to provide a great experience as well as excellent quality to all of our customers and I am sorry to hear that you have had issues with the furniture. 

  Looking at the account I do see that you were approved for a reselection and that you have chosen new furniture. That is scheduled for exchange tomorrow, June 9th. I am happy to see that we were able to help you with this and make this right for you. 

  Thank you for your time and patience with our service processes. 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 us via our website at www.jeromes.com. 

   

  Sincerely, 

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

  Customer response

  06/09/2024

  I went to select a new couch on Friday. The "new" couch was supposed to be delivered today (Sunday). Imagine my surprise that there was a "used" couch that was delivered to my house. A new couch comes in boxes. This couch was not in boxes. It just had saran wrap around it. The fact that you would not inform your customers they may be receiving used couches is disgusting. Especially when I paid over $4k! I refused the delivery. In addition, there was an outstanding amount that was owed back to me. Over $400. They are still determining if it should be refunded or store credit. If I already paid for the couches, I should be due a refund. Why would it be store credit. 

  

  Business response

  06/19/2024

  Dear *************************, 

            Thank you for your patience regarding this service process. I do see that this was sucessfuly delivered and I am so sorry for the issue with the initial delivery of this sectional. I understand your frustration regarding the initial delivery and we will be addressing this issue with the packaging and how furniture is shipped in the future.
  Regarding the refund, the reselection was approved as an equal or greater value reselection, so any remaining funds would stay as store credit at this time.
  We strive to provide all of our customers with a great experience and I am very disappointed to see that you did not receive said experience. We can only hope that you can come and visit us again in the future so that we can provide you with an improved overall experience. 
  Thank you again for your patience regarding this order and the service. 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 contact us by text message via our website at www.jeromes.com. 

   

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

• Initial Complaint

  06/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  UNTRUSTWORTHY, NONTRANSPARENT, SHADY PRACTICES The showroom is disgusting and poorly maintained, couches are grimy with flat pillows. ******'s will do anything to avoid upholding their end of the bargain. We purchased a hefty $500 furniture protection that offered aid to any of their already flimsy furniture, which was a $5000 couch. When we asked to used this insurance that we paid for, ******'s took multiple weeks to respond and avoided answering any questions. When they finally got back after weeks, they refused to uphold this expensive contract of insurance that we already paid for. They claimed we should have notified them of damage 5 days within it happening, but this was nowhere in the contract nor did any employee tell us. When telling them we did not know this, they said staff should have told us and there is nothing they can do. THEY CANNOT TAKE ACCOUNTABILITY. DO NOT WASTE MONEY ON THE ***** FURNITURE OR INSURANCE. This place is disgusting and simply money hungry, with no care for their customers. This miscommunication is unfair and shady on their part. They never told us about the 5 days, which is an employee's fault, so our 500 protection plan went to waste

  

  Business response

  06/08/2024

  Dear Jersey ********, 

            Thank you for contacting us and I am very sorry to hear that you had a negative experience regarding the furniture protection plan. The furniture protection plan is facilitated by an outside, third-party company and they have their own guidelines for approving and denying claims. It is try that, per their policy, they do have to have the damage reported within 5 days of the incident as it allows for the best outcome in cleaning, fixing, or other solutions. I am sorry that there was a delay in contact, it can take some time for the claims to be reviewed and decisions made. 

  I would like to see how I can help you with this issue. Please provide the phone number that was on the order as well as the claim number that you received when you made your claim. We will need to contact the third-party company in order to see how we can help you with this. 
  

  You can contact us via phone at ************, email at ************************************** or text via our website at www.jeromes.com. 

   

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

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the Month of May, my 91 year old mother bought a recliner from ******'s. At the time of the sale no one informed my mother that all sales were final and that she would not be able to return the chair if she was not satisfied. The first day of owning it she tried to sleep in it for a nap, and she knew that she would have to return it as it wasn't giving her the support her doctor told her that she needed. She called ******'s the next day asking them to come pick up the chair and this is when she learned about the "ALL SALES FINAL" policy.Again, ***** hadd told her of this policy or she never would have bought the chair but now ******'s will not come and pick up the chair unless she pays a $304.29 restocking fee, which she has agreed to do. They also told her that she must pick out something else from the store of equal value and that they will not give her any of her money back.I feel this is a case of taking advantage of the elderly. She is willing to pay the restocking fees but would just like them to come pick the chair up. They claim that they will pick the chair up when they deliver whatever else she decides to buy in exchange.Her caretaker was there the day of the purchase and can confirm that nobody told her that all sales were final.Sincerely,***********************

  

  Business response

  06/08/2024

  Dear ***********************, 

           Thank you for contacting us and I am so sorry for the incovnenience caused by this issue as well as any miscommunication on our part regarding the order and our policies. We try to provice all of our customers with a great overall experience and I am sorry to hear that you have not received said experience.

  I would like to see how I can help you with this. Please provide the phone number that the order was under so that we can pull up the order and take a look at that. 

  Please contact us with this information so that we can assist you. You can call customer care at ************, email us at ************************************** or text us via our website at www.jeromes.com. 

   

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

  Customer response

  06/10/2024

  Although ******'s has sent you a copy of their invoice, it is obvious, even from my mother's, signature, that she has a hard time seeing. 

  How many people when presented an invoice like that with small print on the back, actually sit there and read the whole thing?  It seems to me that ******'s should have mentioned that to her or had it on a big, easy to see, sign advertising that this is their policy, and not assumed that an elderly lady would take the time to read all of that.

  It really saddens me, as I am getting older myself that big companies like this feel the need to hide this policy in the back, bottom portion of their invoicing as opposed to mentioning it to their customers.

  If this is the case, I will do everything possible to let the general public know.  This is not a threat, just a business practice that the public should be aware of since the companhy doesn't advertise it.

  Regards,

  ***********************

  

  Business response

  06/19/2024

  Dear ***********************, 

           Thank you again for contacting us and I am sorry for any inconvenience caused by our policies. I am very sorry to know that the policy was not made clear during the purchasing process. We strive to provide all of our customers with a great experience both in the showroom and with our service processes and I am sorry to hear that you have not received an excellent experience.

  I would like to see how I can help you with this issue. Please provide the phone number that was on the order so I can pull that up. You can call our customer service at ************, email us at ************************************** or you can text with us via our website at www.jeromes.com. 

  Thank you for your time and patience. 

   

  Sincerely, 

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

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/2/2024 ******'s Furniture Torrance CA ORDER # ********SW68 5/28/2024 ORDER# *******NQ92 total ******* On 4/2/2024 I ordered a sectional leather sofa that took a month to get in and the day it was delivered the delivery service damaged the pieces by unloading them outside and tearing the leather on the couches. They reordered the sofa replacement and took several more weeks and once drivers came they informed me that the sofa was damaged in transit and would not deliver, I requested a refund from ******'s but was given an option of picking out a new sofa and if money was due back i would get a store credit which I came into the Torrance location picked out a new one and got a coffee table/ end table and shelled out more money for this order to come in damaged as well. I reached out to the manager and spoke with ******** who would get in contact with the store manager to get a corp decision on a refund after 3 unsuccessful attempts and get back to me next day. Never heard back so contacted the store again to get transferred to a lady named *** who informed me their manager **** is out of town until next week and that ****** doesnt work there at that location and I am tired of getting passed around waiting months to furnish my home.

  

  Business response

  06/06/2024

  Dear ***********************, 

            Thank you for contacting us and I am very sorry for the delay in this response as well as for any inconvenience caused by the issue with the sectional. Looking at the account I do see that you have spoken to a representative and that we have a return in the system for you. We are working on making sure that will be refunded. 

  Thank you for your time and patience regarding this order. I am so sorry that we had multiple failed deliveries and that we have not been able to provide you with a great overall experience. 

  Please feel free to contact us if you have any questions or if you need additional assistance. You can call us at ************, email us at ************************************** or text us via the website at www.jeromes.com. 

   

  Sincerely, 

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

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 18 2024 purchased Cumberland white twin bed and made payment all thru text feature on Jeromes website. ******** paid in full and order number is 0518469GI11 Delivery via white gloves service Monday May 20,2024 and set up in went fine. Chemical paint smell was very strong in room so closed door, opened room window and used box fan to get it to air out. After several days contacted customer support asking how to mitigate this smell that wasnt going away and no response. Attempted to contact customer support for a product exchange for unpainted bed and no response. Now ******************************************************************** room have been made but cant be done as headache and back of throat burning started within an hour of being in room. All Id like is to exchange the bed for one that has not been painted as this cannot be a healthy smell and the product I have is considered defective/damaged in the new state that it is in.

  

  Business response

  06/05/2024

  Dear *******, 

            Thank you for contacting us and I am so sorry for the issues that you have had with that bed frame. Looking at the order I see that we have approved a reselection and you have selected a new bed frame. That has been scheduled for delivery on Sunday, June 9th and the delivery crew delivering the new model will be picking up the bed currently in the home. 
  We strive to provide all of our customers with a great overall experience and I am sorry that you have had an issue with the furniture that has been delivered thus far. 

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

   

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

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased furniture at Jeromes, including a triple bunkbed. Never got all the pieces for the triple bunkbed so when the guy came that ****** recommended to put it together, they did the best they could but it was still missing some screws. Also paid for the service plan. Reached out to Jeromes about the service plan and the issues with the bed. Several times. Never got the screws. Never had the bed service. They did ask me to come down for sale to buy more furniture but because the furniture seems very cheap and quality and in my current experience cheaper than ****** furniture, **** Club furniture, or some ******* furniture I feel its overpriced. I am glad I got the floor model at a discount. I believe it was about $475? It might be more but the fact that they didnt include all the hardware or follow up to send the hardware and even when we moved, we couldnt put it back together because they dont have all the screws in general, upon delivery or giant dresser that cost a lot of money was actually scratched and they still havent done anything to fix the drawers on that. So essentially, I bought a nightstand, that was supposed to have USB doesnt work a triple, bunk bed, a giant dresser that is defective, and an end table piece and cant seem to get any support for those items. Bought them at the *********************************. multiple text messages exchanges and even reached out through their web form. It seems discriminatory based on their reviews.

  

  Business response

  05/29/2024

  Dear ***********************, 

            Thank you for contacting us and I am so sorry for any inconvenience you have incurred regarding the furniture that you purchased. I understand your frustration and I am very sorry that you did not receive all of that hardware and that you are having an issue with the furniture in general. We try to provide all of our customers with a great overall experience and I am sorry to hear that you have not received said experience.
  
  Unfortunately, that furniture was purchased from our clearance center and/or off the floor of our showroom so there is no warranty on the furniture. Also, as that was purchased in 2022 we are not able to offer any coverage for you. If you would like we can see if we can get a price for a new hardware set for the bunk bed if the manufacturer still has that available, but we are not able to offer any other service on this furniture. 

  Thank you for your time and please feel free to contact us if you have any questions or if you would like to see about the price of the hardware. You can contact our customer service department at ************, contact us via email at ************************************** or you can contact us via text at our website, www.jeromes.com. 

   

  Sincerely, 

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

  Customer response

  05/30/2024

  This response is unacceptable as I also purchased the protection plan that is supposedly supposed to come with the furniture. Now if I was sold this furniture and the protection plan and told that the protection plan would be covered and yet it is not covered for clearance and or a show room furniture is not covered under the protection plan then I am definitely owed an entire refund of the amount of the order for the bunkbed and also the dresser and the plug-in USB drawer that does not work And has never worked in USB function and the protection plan.. Not only is that breach of contract. It is also theft by deception to sell somebody something and tell them you are going to include the pieces that essentially make that item functional. When I purchased the bunkbed, it was on display in the show room, and that means they have the hardware at that point to put it together. The fact that there were screws missing from them, delivering it to me means they didnt even give me my exact product. And furthermore, the fact that I reached out in 2022 and 2023 and this issue is still not resolved, is proof that the company does not want to honor its policies.

  

  Business response

  06/06/2024

  Dear *************************, 

            I understand your frustration and I am very sorry for the inconvenience caused by this issue with the furniture and for any miscommunication. You did not purchase the furniture protection plan; it cannot be purchased on items from our showroom floor or clearance centers. Unfortunately, we are not able to offer service on the furniture as the furniture sold off the floor or out of the clearance/bloopers areas are sold as-is and are therefore without warranty. 
  You will need to contact an outside furniture repair company for service options. Please note that any service done by an outside company will be out of pocket. 

  Thank you for your time and patience. Again, I am very sorry for the inconvenience caused by this issue and any miscommunication regarding what was purchased and how the warranty was affected by any miscommunication. Please contact us if you have any questions. You can call customer care at ************, email us at ************************************** or you can send us a text message via the website at www.jeromes.com. 

   

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i am 91 years old. I went to purchase a mattress and was pushed by a sales women (her name is on the receipt of purchase) to purchase a mattress financed at over $4,000. The mattress is defective. I have only had it 6 months. I requested for a replacement but ******'s refuses to do so because they claim the indentation of the mattress is not covered by the warranty. I have spinal stenosis, and the indentation of the mattress is not helping my medical condition that is causing pain. I have opened a claim with ************** to dispute this and would like to return the mattress as it is defective and have mattress of my choice and accommodates my needs. The mattress was delivered on 9/29/2023.

  

  Business response

  04/25/2024

  Dear *****************, 

            Thank you for contacting us and I am very sorry for any inconvenience caused by this issue with the mattress. I can send a request to our management team to see if we can approve anything regarding that mattress, but we will need photos of the bare mattress as well as of the tags. If you can please send those photos either via email at ************************************* or text them to us through our website at www.jeromes.com. 
  Please do not remove the tags from the mattress, just take the photos of them in place. 

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

   

  Sincerely, 

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

  Customer response

  04/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a two piece sectional couch synthetic imitation white leather. I had no clue it would flake all over my floor all on my guests clothing it looks like someone poured acid on them very poor craftsmanship and this company knows its garbage but they refuse to make thing right. I called and they said sorry thats it! They should do a partial refund to make it fair. Im not the only customer that purchased this substandard ******************** the internet has thousands of unsatisfied customers. I bought from Jeromes in ******************* Please help BBB

  

  Business response

  04/29/2024

  Dear ****************, 

            Thank you for contacting us and I am very sorry for any inconvenience caused by the issue with the furniture. Unfortunately, it looks like you purchased that furniture in 2016, so you are outside the 1-year ******'s warranty on that furniture. As this is the case, we are not able to offer any options regarding the sectional. 

  Thank you for your time and I am sorry that we are not able to offer any service or options on that furniture. If you have any questions please contact us via phone at ************, email at ************************************** or via text message at our website, www.jeromes.com. 

   

  Sincerely, 

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

• Initial Complaint

  04/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I went into the store to make a purchase. I found a couch I liked but wanted a color change. I decided to custom order a couch based off of inaccurate information I was told. The representative told me the couch was going to be ready in 4 weeks but they had to put 8-10 weeks on the paperwork. He assured that hes seen many orders come in quickly and that the order wouldnt take 8-10 weeks. A week after my purchase, I received a text message from the store saying my order would arrive in early June. This is double the amount of time the representative verbally told me [4 weeks]. In my opinion/experience, it seems the store tells customers inaccurate information in order to make a sale. I dont believe its appropriate to enter a verbal contract and state that information on the written contract is just what they have to put on all the paperwork. This situation seems like intentional misrepresentation to me.

  

  Business response

  04/27/2024

  Dear *******************************, 

            Thank you for contacting us and I am very sorry for any confusion or inconvenience caused by the quoted estimated time of arrival for the special order. All of our ETAs are estimates and so even if 4 weeks is quoted, it is not guaranteed. I am sorry that this was not made clearer to you at the time of your purchase. I do see that the order was canceled for you and the refund issued.

  We try to provide all of our customers with a great overall experience with us and I am sorry to hear that you were not provided with said experience. We will make sure that all of our sales teams are reminded of our ETAs for special orders. 

  Thank you for your time and patience. 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 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. ↩