Complaints

This profile includes complaints for Jerome's Furniture Warehouse's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jerome's Furniture Warehouse

  16960 Mesamint St San Diego, CA 92127-2407

• 

  Jerome's Furniture

  8820 Washington Blvd Ste 10 Pico Rivera, CA 90660-3792

• 

  Jerome's Furniture Warehouse

  780 Los Vallecitos Blvd San Marcos, CA 92069-2723

• 

  Jerome's Furniture Warehouse

  333 N Johnson Ave El Cajon, CA 92020-3113

• 

  Jerome's Furniture Warehouse

  24410 Village Walk Pl Murrieta, CA 92562-5237

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a new mattress 3 months ago and it hurts my back. contacted customer service and no help asked for manager and they couldn't find him. they referred me to warranty people who just went through the motions it is a gel foam mattress with spring layer underneath you cannot check the firmness or problem by measuring with a string on top where the gel foam layer always push up. they say no returns replacements or adjustment on new purchase. they told me the mattress was made in the ** the warranty person says the label saying made in ****. with still no help. the adjustable base works but need to replace mattress.

  Business Response

  Date: 04/02/2025

  Dear ******* ****, 

            Thank you for contacting ******** Furniture and I am sorry to hear that you are having difficulties with your mattress. We strive to offer all of our customers great quality items and I am displeased to hear that you have not had a great experience with this mattress. 

  Looking at the service that was completed the mattress is within the manufacturer specifications and is not defective. Because that is not defective we are not able to offer service, exchange, or reselection on that mattress at this time as we do not offer a comfort guarantee. 

  If you would like, you can contact us after 60 days have passed for another inspection to see if anything has changed with regards to the mattress's specifications. 

  Please feel free to contact us again if you have any questions or if you need any assistance. You can call customer care at ************, email us at ************************************** or you can send us a text message via our website at ******************************. 

   

  Sincerely, 

  ******** Furniture, Customer Care

  Customer Answer

  Date: 04/03/2025

  the warranty person measured this mattress like the old spring only mattresses.  he measured in 3 places down the center of the mattress not on the 2 sleeping areas . this is a pillow top mattress and you cannot measure it with the old string method because the pillow pops back up. On several of there reviews the response to check again in 60 days is just a recurring answer and nothing is resolved.  Just poor business practices and uncaring customer service.  all I asked for is to return this for credit on a different mattress. 

  Business Response

  Date: 04/09/2025

  Dear ******* ****, 

             Thank you for your reply. I understand your frustration and I am very sorry for any inconvenience caused by the issue with the mattress. We are constrained by the warranty procedures by our manufacturers, so we are only able to execute the tests and procedures that they outline for inspections. I am sorry that the previous inspection did not find a defect. Again, if you would like to have another inspection done after 60 days have passed then we can do that and see if the mattress is still within specifications. 

  Thank you for your time and patience with this service process. 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 send us a text message via our website at ******************************. 

   

  Sincerely, 

  Jerome's Furniture, Customer Care

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my frustration regarding an issue with my recent purchase. I was informed by your sales representative that there would be zero interest on purchases for the lifetime of the agreement. However, I have recently noticed a $900 interest charge on my account.This is in direct contradiction to the information I was provided, and I believe this is a case of misleading or incorrect information being given at the time of sale. I kindly request that this issue be reviewed and the charges be corrected in line with the agreement made at the time of purchase.I would appreciate your prompt attention to this matter and look forward to your response.

  Business Response

  Date: 03/22/2025

  Dear Catalian *****, 

            Thank you for contacting ******** Furniture customer care. I am so sorry for the issue with your order and any confusion regarding the financing. We try to make sure that all of our customers have a great overall experience with us and I am sorry to hear that you have not received that experience.

  We would like to look into this for you and see how we can help you with this. Please provide your order number or the phone number that was on that order so we can pull up that order. 

  You can contact us via phone at ************, email us at ************************************** or you can send us a text message via our website at ******************************. 

   

  Sincerely, 

  ******** Furniture, Customer Care

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They did a bait and switch on me I will never ever do business with them again. The sales person advised me of 0% interest for 36 months then I only got 24 months 0% interest even tho the sales person advised the financial person he told us it was supposed to be 36 months they said it didnt matter its only 24 months so we got hit with all the interest terrible service do not shop here!

  Business Response

  Date: 02/21/2025

  Dear ***** **, 

            Thank you for contacting us, we appreciate you taking the time. I understand your frustration and I am so sorry for any miscommunication that may have happened at the time of the purchase with the financing promotions. I do see that the promotion on the order is the 24 months, 0% interest option and that is what would have been signed at the time of purchase. Unfortunately, we are not able to change these promotions once the order has been delivered. I am sorry for the inconvenience caused by this issue with the order and we will be talking to all of our sales team members to make sure that they give all the correct information to customers and make sure that orders are entered correctly from items to financing information. 

  We strive to provide all of our customers with a great overall experience and I am sorry to hear that we have not provided you with that experience. Please feel free to contact us if you have any questions or if you  need any assistance. You can call customer care at ************, email us at ************************************** or you can text us via our website at ******************************. 

   

  Sincerely, 

  Jerome's Furniture, Customer Care

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Jeromes to get a new mattress since the one I bought 7 years ago started sinking on both side of the mattress. The sales person told me that my mattress have guarantee ( 20 years guarantee) and to go to the customer service desk to have them sent a technician to check the mattress. When the technician came on 7/27/24, he did said your mattress need to be change.. On 0n 07/30/24 Aundrynette from the customer service department send me a text telling me to contact them in 6 months, because the mattress was up to standard according to the guarantee. I tried to contact Aundrynette back without success, but I was able to talk to **** and told her that my husband back is hurting because the mattress is sinking on his side of the bed. My side is also sinking, but not as bad as my husband side. **** told me to contact them in 6 months. On January I called customer service to have them come back to check the mattress again. On 1/22/25 the mattress got checked again, and the technician suggested the mattress need to be replace and with in minutes ****** send me a text telling me the mattress is not going to be replace. On 01/24/25 I called Jeromes again and I was told that they will contact me with a solution and I have not receive a call back or a text. I been a customer since 1987 and never had an issue until now. I also have a sofa damage, because my husband decide to sleep on the sofa because his side is sinking. This is the first time I tried to use a guarantee and I feel they are giving me the run around and my issue is not been resolve. I also do not appreciate getting a text with their reply for my situation. I feel that is poor customer service and my issue is not been taking seriously. I would like my mattress and sofa been replace at this point.

  Business Response

  Date: 02/05/2025

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

            Thank you for contacting us and I am very sorry for any inconvenience you have incurred regarding the issue with the mattress. I understand your frustration with this process. We strive every day to provide all of our customers with an excellent overall experience with us and I am sorry to hear that we have not provided said experience to this point, but we are working on this for you to see what we can offer. We have contacted the manufacturer to see if they will approve an exchange on the mattress for you, but we have not heard back from them just yet. As soon as we do we will let you know.

  Regarding the sofa, unfortunately you are outside the manufacturer warranty on the ****, so we are not able to offer service on that at all. I am sorry for the inconvenience. 

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

  Sincerely, 

  Jerome's Furniture, Customer Care

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Goliath Grey sectional from the ******** in ********, **. They did have this couch on display, however, the display would have been way too large for my living room. The sales woman said we could take pieces out and get it so it could fit into my area. She showed it to me on the computer screen how it would look with removing certain pieces. I informed her the curve area looked like it had no leg room, where she said two people would be able to sit comfortably. She said that's just the way it looked on the computer but it would have more room when it's delivered. When I received the couch, I noticed right awat there was no leg room for the two people, in addition, it blocks the leg room if you are sitting on the couch, next to the curve area. So in fact, it takes away from 3 people being able to sit on the couch. The delivery people told me I would need to contact the store or main warehouse. I contacted the store multiple times and never received a call back. I contacted the main warehouse, they had me send them pictures and they said they would send a technician out. The technician came today and noted the same thing but there's nothing he is able to do to create more room.I feel that I was taken advantage of and the store dismissed my concerns, even at the time of buying the couch. I would like to either be refunded or have store credit issued.

  Business Response

  Date: 02/05/2025

  Dear ****** ******, 

            Thank you for contacting us and I am very sorry for any inconveniece you have incurred regarding the issue with the sectional. That is the sectional that you had delivered in June of 2024, correct? I do see that we sent a technician and he found that if you placed an armless piece on each side of the wedge then the recliners would work, but there was an indication that you had moved an the home that you are now in is not large enough for this configuration. Unfortunately, this is not a manufacturer defect with the sectional and it has been in the home for more than 6 months at this stage so we are not able to offer a refund or service for this particular issue. 

  As to our sales team member and information that they provided at the time of purchase, I am sorry for any miscommunication regarding how that sectional works. I understand your frustration regarding this issue, and I will make sure that all of our sales managers address this with our sales team members in the future so that they make sure to be very clear on how our reclining sectionals work and need to be configured to work correctly. 

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

  Sincerely, 

  Jerome's Furniture, Customer Care

  Customer Answer

  Date: 02/05/2025

  I sold my house in June 2024 and the couch I purchased was for the new house. The couch fits perfectly in the room, so you are quite mistaken. The issue isn't if the couch fits. The issue is there's not leg room for 3 people to sit. As previously stated, I informed the delivery drivers right away about the issue with the leg room. They said they do not work for ******** and they are contractors. I did call the store multiple times with no return calls. Once I called to corporate, I was told the tech only comes to this area on Tuesdays and it was a month before he could come. The tech stated I was correct and there was no leg room. He said maybe adding another recliner (why would I spend more money at your store to purchase another recliner?) to the set and that may provide more more leg room. I stated that adding an additional recliner would make the couch too long and it would touch the wall on the right side. This is not a manufacturer issue. This is a customer service issue that your store should be responsible for. I brought it to the attention of the sales *** at the time of seeing it on the computer and I was assured it would look better once delivered. I showed the delivery team and was told I needed to contact you. I called the store, multiple times with no return calls, I brought it to the attention of your main office and it took almost a month to have the tech come out. Your business played games for over 6 months and stretched this process out. That's the reason for the delay of over 6 months. I tried to get this taken care of in a timely manner. Your response is victim blaming rather than taking responsibility for the poor work ethic, values and responsibilities, of all that were involved at this company. At this point, seeking legal action for the deceptive acts and practices that your business utilizes may be the way I should go. 

  Business Response

  Date: 02/08/2025

  Dear ****** ******, 

            Thank you for your reply. Looking at the order I am showing that this was delivered still in the packaging and that there were no notes indicating that any issues had been brought up at the time of delivery. I do see that we had a console cancelled in July, and the next contact that we have is from January of this year. I understand your frustration, but unfortunately, this has been in the home for more than 6 months before we were given any indication of an issue with the configuration. I am sorry for the inconvenience, but we are not able to offer a reselection, return, or exchange on any part of the sectional. I am very sorry for any confusion regarding the configuration or pieces available and delivered. 
  Thank you for your time and please let us know if you have any questions or if you need further assistance. You can call customer care at ************, email us at ************************************** or you can send us a text message via our website at ******************************. 

  Sincerely, 

  Jerome's Furniture, Customer Care

  Customer Answer

  Date: 02/10/2025

  So because your 3rd party delivery company didn't inform you there was a complaint, even though they told me to contact your company, which I continued to do, without receiving a call back from the Murrieta store, you're saying that's the customers fault, rather than taking responsibility for the communication issues that clearly exist within your company and your 3rd party contacted businesses. It would appear to me that your business purposely does not return calls to avoid being contacted within the 6 month period. The only part you got right was yes, I did cancel the console because I had already made a complaint about the couch at the time I called to cancel the console! Interesting that those notes don't seem to exist in your file. You can expect to receive legal action soon. I advise anyone thinking about shopping at ******'s to read this thread. This business is a pure scam. 

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/18/2024 at 12:01PM I purchased a lift frame from ******** Furniture paid $746.00, Reference #TOSTO318202412010. The product had a one-year warranty.On 1/7/2025 I called ******** to report that the frame was no longer operating. I was referred to Rise Home the vendor at **************. I left my information 4x and was finally contacted by vendor on 1/15/2025 via text stating that the frame was under warranty and that the issue should be resolved with ******** Furniture. On 1/15/2025, I called ******** and asked to speak with a manager, I still have not spoken to a manager. I got a call requesting additional information as follows: Make RICHMAR-SN95A2211013323 AND QRRM147417 ***************** these are the codes found on tags attached to frame. I need assistance with repair or replacement of the bed frame.Medical needs led me to purchase the adjustable frame, I am recovering from a spinal injury and must reposition every 2 hours to avoid bed sores. I am experiencing leg cramps and migraines due to the inability to adjust the frame. A non-functioning frame is a safety risk due to my disability. I need your assistance with the repair or replacement of the adjustable bed frame.

  Business Response

  Date: 02/08/2025

  Dear ****** *******, 

            Thank you for contacting us and I am very sorry to hear that you are having issues with this adjustable base. I understand your frustration and I am very sorry for the delay in service as well as for the inconvenience. We strive every day to provide excellent overall service to our customers and I am disappointed to hear that you have not received this service up to now. 

  Unfortunately, we don't service those by request of the manufacturers, so you will have to contact them for service. You can reach their service department at ************ and the model of your base is the ELEVATE. That is all you should need to tell them in order for them to help you with that. 

  I appreciate your time and patience with this service process. Please feel free to contact us again if you have any questions or if you need any additional service. You can call customer care at ************, email us at ************************************** or you can send us a text message via our website at ******************************. 

   

  Sincerely, 

  Jerome's Furniture, Customer Care

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to Jeromes furniture to check out their 50 percent off sale.. We walked in and we did not see any sales. We left the store. I called the next day and talked to a guy named ***** he told me " we have everything marked with a red balloon that's on sale.. I said there are no red balloons. He said well kids take them but we have red tags. I said didn't see any red tags. He said well they are there I assure you. I asked what his name was and he said ***** and I said oh well I guess ***** didn't leave the building. He said guess not. I said is there a manager around? Is ***** still there and said to someone else " I can't take this today **** I won't take this today. And put another guy on the phone and I said wow he just dropped the * BOMB and the guy tried to lie and said no I said I heard him clearly and he hung up on me. I called corporate and they had a manager named *** call me and *** basically contradicted everything ***** told me AND he said they removed all the same items back to " bloopers" a day before the sale ended. Yet they still had the sign up. So you are walking into the store thinking there are sale items 50 percent off when they're really not. It's a **************

  Business Response

  Date: 01/18/2025

  Dear ******* ******, 

            Thank you for taking the time to contact us regarding your experience with ******** Furniture. We strive to provide all of our customers with an overall great experience with every step of our sales process and I am very displeased to know that you have not received said experience when it comes to our showroom and its staff. I am so sorry for the experience that you had in our showroom and we will be contacting the management team at that location so that they can address issues with all of our sales team to make sure that nothing like this happens again. 

  We will also be making sure that signage both in the showrooms and on the website is updated in a timely manner to avoid any confusion or mistaken information in the future. We can only hope that you will be able to return in the future so that we can provide you with an improved overall experience. 

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

   

  Sincerely, 

  ******** Furniture, Customer Care

  Customer Answer

  Date: 01/18/2025

  They are not addressing the problem of a staff member cursing on the phone. I don't see why I should give them another chance when they don't address this issue

  Business Response

  Date: 01/23/2025

  Dear ******* ******, 

            Thank you for your reply. I am so sorry that it seems we have not taken care of this issue. I have let the management team know about what happened and requested that they contact you for more information so that this can be addressed completely with our sales staff. Please rest assured that it will be addressed and we will make sure that your experience is not repeated. 

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

   

  Sincerely, 

  Jerome's Furniture, Customer Care

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sep 7, 2024 my husband and I went to ******'s to find a new bed. I have arthritis in my lower back,and when it inflames I have a hard time getting out of bed. We selected the top of line adjustable bed specifically for the lumbar and rise features paying ******** more to get what the sales *** used "the bells and whistles". The bed does not have the Rise feature. We ***orted to ********* They sent 2 technicians and exchanged the frame. Nothing fixed the problem. A tech finally ***orted that it needed an additional part. ************ sent the issue back to the store to resolve. After another week or so, a store salesman called and left a message to offer the part by selling it to us. It's almost been 4 months trying to resolve this.

  Business Response

  Date: 01/04/2025

  Dear ***** ******, 

            Thank you for contacting ******** Furniture and I am so sorry for the delay in getting this taken care of for you as well as for any inconvenience caused by this issue. After looking at the order I have contacted the representative who was helping you before as well as the showroom so that we can make sure that this is being taken care of. I requested an update on this for you so as soon as I have that I will let you know. 

  We strive to provide a great overall experience for all of our customers and I am sorry that we have not been able to provide that for you. I will work on this and I should have an update for you by Monday. 

  Thank you 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 ************* at ************, email us at ************************************** or you can send us a text message via our website at ******************************. 

   

  Sincerely, 

  ******** Furniture, *************

  Customer Answer

  Date: 01/04/2025

  I have not heard back and would like a response and resolution.

  Business Response

  Date: 01/06/2025

  Dear ***** ******, 

            Thank you for your reply and I am sorry for the delay in getting a response. You were approved for a reselection on the adjustable base. You can reselect on the base to equal or greater value. If you select something that is more, you would be responsible for paying the difference. If there is a remaining credit after your purchase of the new furniture then that remaining money will stay as store credit for future use. 

  We will pick up the base from your home when we deliver the new one. You have 7 days to come into the shworoom and select new furniture and there will *not* be a new delivery fee. 

  Thank you for your time and patience with this service process. Please contact us again if you have any questions. You can call ************* at ************, email us at ************************************** or you can send us a text message via our website at ******************************. 

   

  Sincerely, 

  Jerome's Furniture, *************

  Customer Answer

  Date: 01/09/2025

  Jeromes falsely sold us a bed frame that was to include a lift which was a selling point. My arthritis back makes getting out of bed very painful when it flares up. We paid the additional $2,000 for the Lombard and lift. Now because they mistakenly sold it to us w/o this feature there resolution is to purchase a lesser frame instead of working to help provide the missing piece that should been included as it was sold to us. They sold this over $4,000 bed and frame to us and has not delivered. They didn't even know the problem until their technician finally figured it out. 

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a beautiful sectional leather from Jeromes in 2019 with a five-year warranty. Last year in 2023. I called and told him that the leather was fading on the arm. They sent a technician out. He said oh we can replace it with another piece of leather I said OK they came in. They replaced it But the leather that was sent had permanent wrinkles in it and it looked horrible so they sent out another guy and he replaced it and I will show a picture to you them stating that thats all they could do. They took care of the initial complaint which was fading on the arm, but theyre not responsible for how the leather sits on the side of the couch. This is unacceptable again a picture below will show that nobody would have this in their home looking like this. I spoke to a manager today he said no theres nothing we can do about it. We took care of the initial problem and as far as were concerned, it looks fine. He was not concerned about the quality or appearance of the finished product This is fraudulent. I paid for a five year warranty and they are just jerking around. Theres got to be something to be done.

  Business Response

  Date: 12/20/2024

  Dear ****** Small, 

            Thank you for taking the time to contact ******** Furniture. I am so sorry for any inconvenience you have incurred regarding the Furniture Care Protection plan and their procedures for fulfilling claims. Unfortunately, since they are a separate company from us, you will need to contact them regarding any workmanship issues that you had with their technician. 
  You can contact Furniture Care Protection at ************** or you can requerst an update or change to a claim online at **************************************. 

  I appreciate your time and patience with this service process and again, I am so sorry for the issues that you have had regarding the service through Furniture Care Protection. 

  Please contact us again if you have any questions or if you need any assistance. You can call us at ************, email at ************************************** or you can send us a text message via our website at ******************************. 

   

  Sincerely, 
  ******** Furniture, Customer Care

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a **** and recliner chair from Jeromes in Nov 2023 at the *************, ** location. I emailed customer service 04/2024 to report **** was coming apart on sofa. Tech came out and advised they had to order thread, appt was scheduled for 07/2024. We were advised **** would be replaced but every time they came out to deliver, sofa was damaged. We had about 3 or 4 attempts of delivery for replacement. We went into the store Nov and made a complaint, a ticket was submitted because we are requesting for a full refund on the sofa set purchased or to be allowed to go in and select a different style since this style keeps coming damaged directly from warehouse. Up until now I have not heard from Jeromes regarding this issue/complaint. I once received a call from a ******, she didnt leave a contact number, said she would txt but never did. Im frustrated with their service on this defective and poorly made sofa

  Business Response

  Date: 12/20/2024

  Dear ****** *********, 

            Thank you for taking the time to contact ******** Furniture, ************* and I am so sorry for the delays in service as well as for any inconvenience that you have incurred regarding the sofa. Our management team has reviewed the photos and the notes on the order and they have determined that we can offer you a reselection on the sofa. 

  With a reselection you would need to come into a showroom to select new furniture within 10 days to select new furniture of equal or greater value to the furniture being replaced. If the new furniture is more than the credit from the furniture being replaced then you will be responsible for the difference.

  Thank you so much for your time and patience with this service process, we really appreciate it. 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 send us a text message via our website at ******************************. 

  Sincerely, 

   ******** Furniture, *************

  Customer Answer

  Date: 12/22/2024

  I received a text on 12/20 from ********, I responded to her with some questions and never received a response. I went into today to the ****************************. We were assisted by *****, he was amazing but we were not satisfied with the information provided. On my initial complaint I indicated that I wanted to reselect the entire order, a sofa recliner and single recliner. I was told today the reselection is only for the sofa recliner and extended warranty purchased. That entire set/style is horribly made and very poor quality. Not only is thread coming apart but mechanism of recliner is bad. I want to return both items from that original order and reselect a new set, included with the extended warranty 

  Business Response

  Date: 12/30/2024

  Dear ****** *********, 

            Thank you for your reply and I am very sorry to hear that you were dissatisfied with the option provided for this. We would have to request that management review the order and the service in order to determine whether or not we can offer a reselection on the whole set. I will send them the information and as soon as they have replied I will let you know. I will also see if we can offer the OOPS protection on the new order, but I cannot guarantee that we would be able to offer that. 

  Thank you for your time and patience regarding this service process. 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 send us a text message via our website at ******************************. 

   

  Sincerely, 

  Jerome's Furniture, Customer Care