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Business Profile

Furniture Stores

Jerome's Furniture Warehouse

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

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

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Jerome's Furniture Warehouse has 34 locations, listed below.

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    Customer Complaints Summary

    • 194 total complaints in the last 3 years.
    • 48 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/17/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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

    • Initial Complaint

      Date:11/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought a recliner from Jeromes furniture and the first day I got it. There was a loud noise coming from the spring and it was digging into my back. I purchased their warranty protection and filed a claim. They took several days in returning a phone call and then denied my claim saying it wasnt covered. I asked for a letter explaining the declination and they said they would send it, but never did.

      Business Response

      Date: 12/02/2024

      Dear ***** ******, 

                 Thank you for contacting us and I am so sorry for any inconvenience caused by this issue. You are still within the 1-year ******** warranty, so that would be an issue that we would have to take a look at. 

      Please send photos of the recliner to us, even if the issue is not visible, so that we can start the service process. You can send the photos via email at ************************************* or you can send them via text message through our website at ******************************. 

      Once we have the photos it may take ***** hours to get back to you to schedule a technician appointment to take care of that for you, but we will contact you to confirm the service and schedule. 

      Thank you for your time and patience regarding this issue. Please contact us if you have any questions. You can call customer care at ************, email us at *************************************, or you can text message us via our website at ******************************. 

       

      Sincerely, 

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

    • Initial Complaint

      Date:11/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 couch and recliner on 04/26/2023 I also purchased an extended warranty. The said products materials has since been deteriorating. I brought this to the attention of the seller which replied I was past my one year **** and they can no longer help me. The extended warranty provider recommended I shave the product down. That's not what I paid for. I didn't pay Almost four thousand dollars to be shaving the product. It doesn't help anyways. The store advertising an 8 year guarantee, but that only applies to the frame. Who wants to be sitting on a frame for 8 years? This product didn't even last a year and half.I've been trying to work with the seller to just return these and put my paid portion towards a leather set that won't have this issue.

      Business Response

      Date: 12/02/2024

      Dear ***** ********, 

                Thank you for contacting us and I am very sorry for any inconvenience you have incurred due to the issue with the furniture. Unfortunately, pilling is not a defect as this is something that can happen to any fabric, so would not have been something that we would cover via the warranty. Furniture Care Protection covers accidental damage, but again, pilling is not covered under this. 

      I understand your frustration and I am sorry, but we are not able to offer anything beyond what has been offered in the past. We can purchase a fabric ****** for you and send that to you if you would like. 

      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, 

      Jerome's Furniture, Customer Care

    • Initial Complaint

      Date:11/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 sectional in May of 2023 and it was delivered in June. The seam on one piece began to separate before the one year warranty was up. I called the warranty company that we had purchase with the sectional and they referred me back to ********* ******** sent out a technician who sewed the seam. The material was frayed and I didn't think it would hold, but the technician said it was all he could do. The couch is now 16 months old and no longer covered under the manufacturer warranty. The frame has colapsed on one piece, the seam is separating in the place it was sewn and the right recliner is competely torn in the seam under the foot rest, this is not detectable unless the foot rest is lifted and you are sitting across from the couch. In addition, most of the seams are beginning to separate. I believed the 4 year warranty that we purchased on the sectional when we purchased it would now come into play. I submitted a claim to them and they will not cover it. They said it was a manufacturer defect and to call ********* I emailed ******** and received an automated email back with no follow up. I called and asked to be sent in writing their refusal to ***air the sectional. The *** said he would email me, but I never received the email. The sectional is falling apart and we are out the cost of the sofa as well as the cost of the warranty. I am very disappointed in the quality of this sectional as well as the lack of customer service. The music and advertisements played while on hold with ******** customer service says a couch should last 8 years!!! We didn't even make it to 2!

      Business Response

      Date: 11/27/2024

      Dear ***** ******, 

                Thank you for contacting us and I am very sorry for any inconvenience you have incurred regarding the issues with the sofa. Unfortunately, you are outside the 1-year ******** warranty on seam separations and cushion covers, so we are not able to offer service on that. If you like, we can contact the manufacturer to see how much replacement covers would be, though please note that any charges would be out of pocket. 

      You are still within the 5-year frame warranty with ******** Furniture so we can send a technician to repair the frame of the sofa. Please send photos to us via email at ************************************* so that we can have those for our records and we can schedule a technician to repair the frame. 

      Thank you for your time and patience regarding this service process. Again, I am sorry for any inconvenience that you have incurred during this process. Please feel free to contact us if you have any questions or if you need further assistance. You can call our customer care line at ************, email us at *************************************, or you can send us a text message via our website at ******************************. 

       

      Sincerely, 

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

    • Initial Complaint

      Date:11/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 December 6th, 2024, I spent over $7000 at Jeromes *********** on a new mattress to be placed on an existing adjustable base that I had also purchased at Jeromes. This purchase was made to make my wife more comfortable while undergoing chemotherapy for stage 4 cancer. The old mattress was a single California King, and the new mattress is a split California King. The mattress(s) sit on two adjustable bases that were configured to be synchronized for the original single large mattresses but needed to be reconfigured for two mattresses. I was promised that Jeromes would perform this reconfiguration for me. But! The delivery person did not know how to do the reconfiguration and said a technician would be sent out to do it. It has been a week and a half since the mattresses have been delivered and Jeromes has refused several times to send out the technician since the adjustable platform is a few months outside the warranty. The salesman who made the promise knew the date of purchase for the adjustable platform when the sale was made, and now they are not following through on their promises.I dont understand how Jeromes can be so hard hearted.

      Business Response

      Date: 11/23/2024

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

                Thank you for contacting ******** Furniture and I am so sorry for any inconvenience you have incurred regarding the service you have received. We strive to provide all of our customers with a great overall experience and I am sorry to hear that we have not provided said experience. I looked into the account and I do see that we have a technician that is scheduled to service that today, November 23rd. If there is an issue with the service please let us know so that we can help you with that. 

      We appreciate 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 customer care at ************, email us at ************************************** or you can send us a text message via our website at ******************************. 

       

      Sincerely, 

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

    • Initial Complaint

      Date:10/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 BOUGHT A 2 *****ES FROM ****** ABOUT A YEAR AND HALF A GO AND I BOUGHT A EXTENDED WARRANTY WITH IT LESS THAN A YEAR IN TO IT I HAD A STAIN ON THE ARM REST I CALLED THEM THEY CAME OUT TO CLEAN NOT A DAY LATER THE STAIN CAME BACK I CALLED THEM AND THEY SENT ME A NEW COVER THE **** CAME OUT TO REPLACE IT AND IT WAS COMPLETY OF COLOR SO HE DID NOT REPLACE IT I CALLED THEM BACK AND THEY SAID THATS THE BEST THEY CAN DO ( THE THIRD PARTY COMPANY) CALLED JAROME BACK AND I TALK TO A GUY THAT IS TRYING TO HELP ME OUT AND HE STATED THAT ****** SHOULD OF SENT OUT THEIR **** BECOUSE IT WAS STILL UNDER THEIR WARRANY AND NOW I TALK TO THE GUY TO SEE ANY UPDATED AND HE SAID THAT ****** CHANGED THEIR COLORS FOR THE ***** AND THEIR IS NOTHING THEY CAN DO AT THAT LEVEL I REALLY NEED HELP

      Business Response

      Date: 10/28/2024

      Dear ****** *******, 

                Thank you for contacting ******** Furniture and I am very sorry for any inconvenience that you may have incurred due to the issue with the color of the replacement armrest cover. Unfortunately, the manufacturer changed the color so we are no longer able to get the exact color of your sofa for parts. I understand your frustration, but as this was a claim through Furniture Care Protection you will need to contact them for any other options they can offer regarding the claim. 

      You can contact Furniture Care Protection at ************** or you can update or question a claim online at **************************************.

      Thank you for your time and patience and, again, I am very sorry for the issue and any inconvenience. Please contact us if you have any questions or if you need further assistance. You can contact customer care 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:09/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 power base in 2021 with a 10 year warranty. In 2022 the bed broke and it was fix; 3 months later the bed broke again. April 2023 we decided to get the bed fixed again. This has been a 5 month process and the power base still does not work. Finally, ******** is offering to replace the power base, but wants me to purchase another warranty instead of honoring the remaining 7 years on the current warranty.

      Business Response

      Date: 10/04/2024

      Dear Nicole Naylor, 

                 Thank you for contacting us and I am so sorry for the delay in this response as well as any inconvenience that you incurred regarding the issue with the adjustable base. Looking at our records and your account I see that we have completed this exchange for you and this has been taken care of for you. 

      We strive to provide all of our customers with a great overall experience and I am glad to see that we were able to take care of this for you. Thank you very much for your time, patience, and understanding. Please feel free to contact us again if you have any questions or if you need further assistance. You can call customer care at 866-633-4094, email us at [email protected], or you can text us via our website at www.jeromes.com. 

       

      Sincerely, 

      Jerome's Furniture, Customer Care

      Customer Answer

      Date: 10/05/2024

      The frame has been replaced, however they will not honor the 7years I have left on the 10 year warranty that I purchased.  

      Business Response

      Date: 10/16/2024

      Dear Nicole Naylor, 

                Thank you for your reply. Unfortunately, if the frame has been replaced through the Furniture Care Protection plan then that plan has been completed as this is all new furniture now. You would have to repurchase the plan on the new frame in order to maintain coverage on that. I am very sorry for any miscommunication regarding this issue on either our part or the part of FCP. 

      I am happy to hear that they were able to replace that for you and that you have a new adjustable base. Thank you for your time and please contact us again if you have any questions or if you need further assistance. 
      You can call customer care at 866-633-4094, email us at [email protected], or you can text message us via our website at www.jeromes.com. 

       

      Sincerely, 

      Jerome's Furniture, Customer Care

      Customer Answer

      Date: 10/18/2024

      The new adjustable base is already broken!

    • Initial Complaint

      Date:09/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 8/16/2024 we bought a pair of mattress after more than an hour talking with the salesman and checking some mattress, we decided for the tempurpedic adapt medium we pay 5637 dlls. We asked if we can returned if they were not what we expected and they say after a month we can exchange it. They never said nothing about a restocking fee. After 15 days of using them we called asking for the exchange they said that we have to wait the whole month to request it, I told them that my wife was suffering with the back pain that the mattress was causing they said we need to wait for a month. We called exactly one month and one day after and now they said that we need to pay 20% of the original price for restocking fee. A fee that they never mentioned to us. We need this mattresses to be changed they are not the same that they show us as medium firmness. This are the most fluffy ones. My old mattresses was way more firms than this ones. Also one of the mattresses has an area that is way more fluffy than the rest we tell them about it and they sent an inspector to check the mattress but we have not received yet what was the outcome of the revision. But I assume that is not going to be favorable to us. Thank you

      Business Response

      Date: 10/04/2024

      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 mattress as well as any miscommunication on our part regarding our mattress/bedding policies. I do see that we are exchanging that mattress for you as that has been found to be defective by the manufacturer. That exchange is scheduled for tomorrow, October 5th, 2024. 
      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 regarding this matter. 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

    • Initial Complaint

      Date:09/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought this set in January of 2023 and purchased the protection insurance with it our claim was denied because it was deemed to be a manufacturing defect . We were told by the salesman that insurance would cover any damage to the furniture but they have denied the claim and Jeromes is not working with us to resolve the issue..we now have an $8600 set of furniture that is defective and soon will be ugly and unacceptable to be in our home. The right arm of the love seat is fraying and pulling apart . The seam will continue to tear and expose more of the stuffing ..we having been doing for months and just today September 19, **************************************************************************** back after saying she would get back to me. I was advised to lie in the future and tell them is was an accident to get insurance to repair it that is unacceptable to me . I have enclosed pictures of the purchase order and pictures of the damaged arm and the whole loveseat

      Business Response

      Date: 09/25/2024

      Dear ******** *****, 

                Thank you for contacting ******** Furniture and I am so sorry for the inconvenience caused by the issue with your recliner. Unfortunately, you are outside the 1-year ******** warranty on that furniture so we are not able to offer service. Seam separations/fabric issues are not covered by the furniture protection plan either, so you will need to contact an outside upholstery repair company for repairs/service on that. Please note that any outside service will be out of pocket. 

      I am sorry for any inconvenience caused by this issue. We strive to provide all of our customers with an excellent service experience and I am sorry to hear that we are not able to provide that for you. 

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

       

      Sincerely, 

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

    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchase furniture at ******'s Furniture store 07/20/24 order #*******WF37 $2,563.62. ******** received $563.62 from Affirm that day. The sofa was delivered 07/24/24 while the recliner was on back order until October 1st. I inquired about the back order item and was told it will be delivered late October. I contacted the store 09/03/24 to cancel the backorder item and expected a refund of $563.62. Part of the order was financed through synchrony bank and the balance of $563.62 was financed through Affirm. When I spoke to ****** at ******** I asked for the refund to be issued to Affirm directly to cancel one of the loans completely. She told me to call back because the store manager wasn't available. I called back 09/04/24 and spoke to *** and explained the issue and was told that the refund went to ************** instead of the second loan and that it was nothing that he could do to resolve the fact that I still have 2 outstanding loans for $2,563.62 a cancel item of $698 and a refund that went to the wrong loan provider. I think this is a horrible business practice with **** employees and I won't ever do business with ******** furniture again.

      Business Response

      Date: 09/16/2024

      Dear ******** *******, 

                Thank you for contacting us and I am so sorry for the inconvenience caused by the issue with the order. Unfortunately, our system will automatically send refunds to the primary financing option, which for your order was Synchrony Finance. We are not able to change that at this time since the refund was already sent to the finance company for processing. I understand your frustration with this issue and I am very sorry that this happened; we strive every day to make sure that all of our customers have a great overall experience and I am displeased to know that we have not been able to provide said experience for you. 

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

       

      Sincerely, 

      Jerome's Furniture, Customer Care

                

      Customer Answer

      Date: 09/17/2024

      So I'm stuck paying interest to two different companies which is insane in an economy that is already overpriced. I will never shop with ******** again and I will definitely make sure to let everyone I know about the subpar service received by a company that clearly doesn't care about their customers. ****** has not taken any action to compensate me for a bad business practice. An apology doesn't fix this situation. 

      Business Response

      Date: 09/25/2024

      Dear ******** *******, 

                I understand your frustration and I am very sorry for the inconvenience caused by any miscommunication on our part regarding the financing. Unfortunately, we are not able to change the financing at this point. 

      Again, I am very sorry for the inconvenience. 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 message us via our website at ******************************. 

       

      Sincerely, 

      Jerome's Furniture, Customer Care

      Customer Answer

      Date: 09/26/2024

      NO accountability or resolution. 

    Jerome's Furniture Warehouse is NOT a BBB Accredited Business.

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