ComplaintsforJerome's Furniture Warehouse

• 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

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  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

  Customer response

  05/15/2024

  The furniture was returned per the CS agent and the manager *****. However I have yet to recieve my money and has been 13 days. What kind of scam is this company running? I disputed the charge with one of the banks (split the charge) as I decided to pay cash and needed to split it between banks.

  

  Business response

  05/16/2024

  Dear ***, 

            Thank you for contacting us again and I am very sorry for the delay. That refund was processed on the 10th, so you will see that refund back on the Master Card used for the purchase either tomorrow or Monday, depending on processing times with that carrier. 
  If you have already done a reversal on the charge that *** make the process a little longer, but as of right now you should see that refund by Monday at the latest. 

  Thank you for your time and patience regarding this process. Please feel free to 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 us via our website at www.jeromes.com. 

   

  Sincerely, 

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

  Customer response

  05/17/2024

  
  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

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress from ******'s Furniture store in the city of *******************. When the mattress was delivered to me I saw no issues. Today 04/08/24 I was flipping the mattress and discovered mold on the bottom of the mattress.

  

  Business response

  04/22/2024

  Dear *************************, 

            Thank you for your patience regarding the issue with the mattress and I am so sorry that the service took so long to complete. I do see that you came in and reselected on that furniture and that this has been completed. I am happy to know that we were, ultimately, able to help you with this issue and get this taken care of for you. We strive every day to make sure that all of our customers have a great experience. 

  Thank you again 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 us at ************, email us at ************************************** or you can contact us via text message at our website at 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

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Jeromes to purchase a **** mattress. The sales person *** explained to me that it came with a 10 year manufacturers warranty and a sleep trial. He indicated that if I did not like the bed within 22 days that the money would be refunded 100% back on my credit card or exchanged for another mattress. He said if it was over 50 days after purchase that it would be an exchange for another item in the store. I bought it because I was told if for whatever reason I did not like this mattress within the 22 days I could return it for my full money back. After having the mattress for a couple days my back was extremely uncomfortable and I could not handle keeping this mattress anymore so I contacted Jeromes to start the return process. They sent me to speak to the same sales associate *** to start the return process, and when he answered, he indicated he didnt know the return processed and put me on hold, then proceeded to ask me if he could call me back so he could find out what the process was. He called me back and was very rude to me on the phone And said that there is no return only exchange on this type of mattress. I spoke to a manager and they verified that and also the customer service manager who investigated it and said that it was he said she said, and they cannot do anything about it. I am now stuck with a mattress that is causing pain to me and I feel like I was sold this mattress just to make commission for the sales associate and he told me whatever he needed to tell me to convince me to purchase this mattress. I have spoken to multiple people at the ******** location and they keep telling me there is nothing they can do and it is he said she said. In person when signing the paperwork all they verified with me and checked off some boxes was the size of the mattress and the brand of the mattress, and there was a sleep study but they didnt get into detail while signing paperwork. I just want a refund. I feel like I was scammed.

  

  Business response

  03/04/2024

  Dear ********, 

            Thank you for contacting us and I am very sorry for any delay in service as well as any inconvenience that you have incurred during the service process. I do see that you were approved for a reselection on the mattress. Please come into a showroom within 14 days to select new furniture. Please note that if the new furniture is more than the available credit from the mattress then you will be responsible for the difference. 

  Thank you again 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 service department at ************, you can email us at ************************************** or you can text message us via our website at www.jeromes.com. 

   

  Sincerely, 

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

  Customer response

  03/05/2024

  after the horrible customer service I received I do not want to purchase another mattress from Jeromess. I was there for a couple hours, and practically sat and laid on every single mattress in the store, and I was not happy with any of them, except for the one that, I purchased. Unfortunately, it didnt work out but prior to purchasing. I specifically asked the return policy and was told it can be fully refunded if it does not work out. I do not need any other type of furniture and I feel it would be fair if I was fully refunded as the sales associate said I would be if I didnt like it. The mattress was returned to the store, and I was given store credit but I do not need any furniture and would just like my money back. You should honor what your sales associate told me in the store. He basically told me whatever I wanted to hear to make the sale. And there should be some type of repercussion for that as well. I feel like I have been scammed.

  

  Business response

  03/11/2024

  Dear ********, 

          Thank you for contacting us again and I am very sorry for any iconvenience that has been caused by this service process. I have sent the photos of the mattress to our management team to see if there is anything further that we can offer with regards to that mattress. As soon as we have an update on that we will let you know. Thank you for your patience. 

  Please 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 via our website at www.jeromes.com. 

   

  Sincerely, 

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

  Customer response

  03/16/2024

  I would just like a full return as I had already had Jeromes pick up the mattress as it hurts my back really bad. I dont want the store credit as I dont need any other furniture. I just feel that I was falsely told information to make a sale. It was poor customer service, and I almost feel betrayed. If you could please make this right and refund the money that would be greatly appreciated.

• 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

*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. ↩