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 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

• 

  Jerome's Furniture Warehouse

  1071 Market St San Diego, CA 92101

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:04/12/2023

  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 ******'s Estate 3.0 mattress for a total of $2,576.70 on Jan 28, 23. My wife and I were not comfortable to spend much money on a mattress. However, the ******'s sales supervisor, *************************, told me that it has a non-prorated and no-question ask if there any problem with this said mattress. She stated there is nothing to worry about it. Once we took the delivery of the mattress, it has been given us nothing but physically pains because it has a sinkhole problem and likely due to the poor design, poor construction, cheap materials used. Thus, it is causing us these health problems in short and long terms as the followings:1.Neck and Back pains.2.Obesity.3.Lung and throat irritation 4.Weak immune system.5.Heart conditions.6.Memory issues.7.Premature aging.8.Drowsiness.9.Joint soreness.10.Lack of concentration.When I contacted ************** regarding the defective mattress issue, she referred me to communicate with her ****************** Services Manager, *******************************. On Feb 24, 23, ******** told me she will resolve this defective mattress and agreed to send a Service Technician to inspect and fix the problems on the mattress. She told me to send photos to show the sinkhole issue. I told her no photo would be able to show the mechanical failures visually, especially there are hundreds of inner springs that are hidden inside the mattress. So, she approved to send the service technician, but it would take **** business days for a tech to reach out. After 2+ weeks, nothing happened, I emailed ********, and she stated a reminder to her team to contact to me. By Mar 23, 23, ******** stopped responding to me and her customer services/technical services team did nothing as well. The Jeromes Furniture management/representatives have been stalling and refuse to honor their warranty. From the Yelp! Reviews, it appears I am not the only one they scam on.Please help to make this right and prevent any future consumers from falling to a victim.

  Business Response

  Date: 04/15/2023

  Dear ****, 

       Thank you for contacting us and I am so sorry for the delay in service that you have experienced. I am happy to assist with having a tech sent out, however to proceed, can you please provide details on the defects that are occurring on the mattress? Additionally can you please confirm the address for any services that *** be needed and provide a picture of the complete top of the mattress and a picture of the law tag attached to the item as well as confirm that there is proper support and that there are no stains or odors on the set as we are required to get this information before we can have a tech sent? Once I have this information I can see what options *** be available. Please let me know if you have any questions or concerns or if there is anything I can help with anytime.
  

  Please send that information either via call at ************, email at ************************************** or via text through the website at jeromes.com. 
  
  Thank you for your time and we appreciate your patience. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:04/05/2023

  Type:Product 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 ordered a custom sofa and what I got was a sofa that was unfinished with a hole in the material. I contacted Jeromes immediately via phone and was assured I would get a call back. Instead of a call, I received an email a few days later stating they want to send a technician. i said no. Jeromes has my money and delivered a poorly made product. I want an exchange for a new sofa that is properly completed without a hole. Ive called over 8 times since receiving the sofa over 2 weeks ago. When I call customer service, they promise to call me back and research the matter; and they have yet to call me back. The irony is that after each call they send me a customer service survey. Are you kidding me. Jeromes, you should be ashamed that you took my money and delivered a poorly made sofa and now refuse to fix the problem. Please deliver the sofa,I paid for.

  Business Response

  Date: 04/10/2023

  Dear ******, 

             I am sorry for any inconvenience caused by the delay in this service for your sofa. I understand your frustration and I am sorry that you were dissatisfied with the decision that was made to repair the small hole in the arm of the sofa. Because of where the damage is and the size, we would need to send a technician to repair that if at all possible. If the technician fails to fix that then we can look into other options for you, but as of right now, sending a technician to repair that would be the only option we can offer. 
  Please contact us to schedule a service on that sofa. You can call customer care at ************ or you can email us at ************************************** You can also text us via the website at jeromes.com. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:03/27/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Purchase adjustable ************** cover. Canceled both took mattress cover with me they said I could return cover for refund as long as it was not opened. The bed I canceled before delivery.. tried getting refund for cover they said they had to check with corporate & took a long time to respond! They finally said refund is approved but when I returned mattress cover to San ****** store they stated they would only give me store credit. I need my money returned $190.00 . I was & still need an adjustable bed Im recently out of back surgery from a fall on bottom of stairs . Im still in pain Ive been permanently disabled for over 20 *********** hurt again Im close to 80!yrs old & was hurting when I shooed there. They were very disrespectful and not knowledgeable. They offer no sales tax & thousands of dollars all the time . I warn older people not to do business with them there phony! Calling themselves local furniture stores!

  Business Response

  Date: 03/30/2023

  Dear *****, 

   Thank you for your patience and I am very sorry for any inconvenience that you have incurred during your experience with us. We can go ahead and refund the cost of the mattress protector, which was *****, back to the card that was used for the purchase. That request has been sent to the showroom so you should see the refund back within 4-6 business days. 
  

  Thank you for your time and patience. We will be looking at this order to see how we can improve systems and policies in the future, so we can only hope that you can come and visit us again soon so that we can provide you with an improved experience. 

  Please contact us if you have any questions. You can call us at ************ or you can email at ************************************** You can also text us via the website at jeromes.com. 

  Sincerely, 

  ******'s Furniture

  Customer Answer

  Date: 03/30/2023

  the card used Discover card is no longer in use& is canceled send me a check or I will give you a different card to credit!

• Initial Complaint

  Date:03/23/2023

  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 bought two leather sofas back in April 2022. Not even a year old and the interiors on all four arm cushions are deteriorating. We have a one year manufactures warranty that was denied becuase of dog hair on the couches . But in addition to that warranty , we bight an extra 5 year oops plan. Jeromes sells the plan that ANYTHING CAN HAPPEN and they will replace the couch . Well .. thats has come to a stall too . No one will return phone calls or emails . In the mean time , Im still paying on couches that are ripping . Brand new couches . Ive call the credit company who holds the balance of the couches and she just kept saying there is nothing we can do . I will not be paying for couches that continue to fall apart . I want Jeromes to take the couches back at this point , and forgive the rest of the balance . I will take the Loss for what Ive already paid .This is 100% manufactures problem but Jeromes should honor their extra warranty they sold us since the manufacture is not honoring theirs .Synchronimy band is the credit company .Please advise ad to who I get a faulty product to be returned .

  Business Response

  Date: 03/30/2023

  Dear ****, 

   I am very sorry for the inconvenience caused by the issue with the sofa and loveseat. Did you receive a claim number from the 5-year furniture protection plan regarding the claim that you put in for the issue? If so, can you please let us know what that claim number is so that we can check for information on that? Can you also please send more photos of the arms that are having the issue with the covers? We would like to see how we can help you regarding this sofa and loveseat and the photos will go a long way in letting us do that. 
  

  Thank you for your time and patience. Please call us if you have any questions at ************. You can email us the photos or with any questions that you may have at ************************************** you can also text us the photos and any questions at the jeromes.com website. 

   

  Thank you again for your time and we look forward to helping you with the sofa and loveseat. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:03/18/2023

  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.

  - Date of Transaction: 6/10/2022 - Amount of Money Paid: $1,862.02 - Business Commitment: New Leather Couch with a 4 year extended furniture care plan in the amount of $249.00.- Nature of the Dispute: Stitching pulled out of the couch I purchased, the inner workings are now exposed (pictures attached). ******'s is refusing to honor both the factory warranty and the extended warranty. ******'s said they will not honor the factory warranty because it appears that the stitching is coming off due to abuse from a "large or heavy person". The extended warranty was refused on the basis that it does not take affect until after the 1 year factory warranty is used and appears to be a manufacturers defect, which would need to be handled by the factory. - Business Trying to Resolve: I spoke with the store manager, ***********************, and he offered me to replace the couch at a 60% discount. But why would I want to pay any additional money for something that is under factory AND extended warranty.- Sales Order #: 0605208TT25 - Customer ID: *******

  Business Response

  Date: 03/20/2023

  Dear ******, 

   Thank you for your patience regarding our service process and I am very sorry for any inconvenience you have incurred regarding the sofa. We would like ot see how we can help you with that issue. Please send photos to us here at ******'s Furniture so that we can take a look at that. You can send those photos via email at ************************************* or you can send them via text through the website at jeromes.com. 

  As soon as we get the photos and take a look at them we will contact you regarding service that we can offer to fix the issues. Thank you again for your patience. Please feel free to contact us if you have any questions or if you need more assistance. You can reach customer care via phone at ************ or via the email address/texting service above. 

  Thank you so much for your patience and again, I am sorry for any inconvenience. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:03/18/2023

  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 2/26 my wife and I purchases an Avalon Honeycomb Cabinet product # CTV06OD70 from ******'s at the Scripps Ranch location. We were able to pick up the item same day at the Mesamint location and brought it home. We were not allowed to inspect the item at the pickup as they did not allow us to unbox it there. Upon unboxing the item at home we noticed the glass was broken and immediately called the ******'s *********************** to file a claim with the insurance we purchased. The service center told us to go to the store to resolve the issue. The following day we went to the store and met with our Salesperson Gab who told us that the store can't do anything and everything would have to go through customer service. We provided them the information and pictures and were told **************** would contact us in **** days (an excessive amount of time). We received an email from Ewele at ******'s Service on 3/6 requesting information about the issue (again this was previously provided - including pictures). We provided the information again. On 3/8 ******* from ******'s asked for pictures of the damaged item, again, which we gladly provided.Since that time we have made 4 calls and I have personally sent 4 e-mail messages requesting the status of our claim with zero response. The warranty won't honor the claim as they say it is a store issue. The ******'s store cant do anything and I was told once by the store that the salespeople at the store are not able to help and we have to go through ****************. **************** doesn't reply to messages or calls as we are always told someone will reach out to us and they never do.******'s claims the all sales are final and won't accept returns and we have to wait for customer service who again doesn't respond. We paid $1068.41 for a broken item, cant return it and can't get it fixed.

  Business Response

  Date: 03/18/2023

  Dear ******, 

   I am very sorry for the delay in service and for the inconvenience caused by that delay. Looking at the order, I can go ahead and exchange that cabinet for you. We will also offer delivery of that item with no charge and the delivery crew will remove the one in your home at the same time that they deliver the new one for you. Please contact us via phone, email, or text to confirm the delivery address as well as schedule that for delivery. 
  Once again, I am very sorry for the inconvenience that you have incurred regarding this issue with the cabinet. You can reach customer caree at ************, via email at ************************************** or via text at the website, jeromes.com. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:03/14/2023

  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 have been dealing with Jeromes Insurance policy **************************** who do not answer their phones (still due to Covid) since Jan 2023. I have a 5 year protection plan. I have done all the leg work with sending pictures and everything else they want from me. You have to leave your number for a call back and if they call you back they try to transfer you to another department that hangs up on you. If you email them, you get a response of "they will get back to you in 3 days" or some are 10 days. it may take me 5 years to get someone to talk to me!Do not buy their insurance, it is a scam.

  Business Response

  Date: 03/15/2023

  Dear *****, 

   Thank you for your patience regarding this matter and I am very sorry for the inconvenience caused by the delays with Guardian Furniture Protection Plan. Guardian is a separate company from ******'s, so we are not really able to do anything regarding their response times. I can contact our liaisons with them to see if we can get an update on any claims that you have active that this time. Please contact us with the claim number(s) so that we can contact them for an update. 

  You can call customer care at ************ or you can email us this information at ************************************** You can also text us via jeromes.com with that information so we can contact them for an update. 

  Thank you for your time and patience. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:03/04/2023

  Type:Product 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 03/27/23, we visited the furniture store in Scripps Ranch looking for a bed for our 3 y/o grandson. We were told there are no stores in the area we lived in (Inland Empire, ******** area) that there are only two stores, this one and one in Rancho ********. We selected a set and purchased it. The model on display was low and the mattress was a safe height from the ground. The sales person convinced us to upgrade the mattress and order a bunky board. On 03/03/23 the furniture was delivered and assembled by them. Upon looking at the bed we realized it was bigger than the one selected, higher off the ground and gaps between the mattress and frame. We immediately contacted the store to request an exchange due to safety. We have been given the run around. We've been told all sales are final and only corporate can approve an exchange. We explained we are not asking for a refund but an exchange for a safe bed which we would potentially spend more on if needed. They got back to us today and said No. We visited the local store in ******** and found the bunk beds on display only had only 3 supports for the top bunk which would require the purchase of a bunky board. How can ****** sell unsafe kids beds? We spent close to $2000 and are now stuck with a bed we cannot use. How can furniture sales be final without consideration for safety? I am requesting an exchange for a safer alternative or a refund.

  Business Response

  Date: 03/09/2023

  Dear *****, 

   Thank you for your patience regarding the issue with the bed and I am very sorry for any inconvenience you have incurred. We have reviewed your order and the photos and determined that we will go ahead and allow a reselection on the bed frame only, though you will need to pay a new delivery fee. That means that you can come into any showroom and select new furniture of equal or greater value to the credit available from the bed frame. Please note that if the new furniture is more than the available credit from the bed frame then you will be responsible for the difference. 

  Thank you again for your time and patience. Please come into a showroom within 7 days to select new furniture on this. 
  Please feel free to contact us again if you have any questions or need further assistance. You can call customer care at ************ or email us at ************************************** You can also text us via the website at jeromes.com. 

   

  Thank you again. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:03/02/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 have a warranty with ******'s for 5 years for my couch I purchased in 2021.Claim# *******. There was a fire scare at a neighbor's apartment and I had to flip my couch to get my Mom's Cat from under the couch to go outside during that time. I sent pictures to ******'s claims of the two wheels that fell off during that and had asked If I could please make an appointment for a Technician to come fix my couch under my warranty. I had to call and email multiple times. One Representative said he would call me back with an appointment date and I never received the call. I called back multiple times today and someone hung up on me, another employee put me on a hold 12 min hold. Then called me back and left a message and did not leave an extension phone number and just said " call us back". I called again and at this point I was very frustrated and upset. The only Employee that helped me and had patience and understanding was ******. I hope she gets a promotion because she when above and beyond and even updated my address. She is the only one that asked if my address was the same. Tonight thanks to her I finally have an appointmentm I hope this gets fixed and that people that are "contracted" to work with ******'s on the Warranty plans have background checked too. My Mom and I leave alone and this could be dangerous. I am trusting ******'s to have the same quality of customer service as I had at the ******'s store when I bought the product or the last time someone came to fix my couch before.

  Business Response

  Date: 03/06/2023

  Dear *****, 

   Thank you so much for your patience regarding this service process and I am so sorry to hear that you had difficulties in contacting us for service. I am happy to hear that ***** was able to help you with that and got you the information you needed to get service on that sofa. We will be looking into the phone system so that we can see what happened and how we can prevent these issues from happening again in the future. 

  Thank you for your time and please feel free to contact us again if you have any questions or need further assistance. You can call customer service at ************ or you can email us at ************************************* or text us through the website at jeromes.com. 

   

  Sincerely, 
  ******'s Furniture

  Customer Answer

  Date: 03/06/2023

  
  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

  Date:02/28/2023

  Type:Delivery 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.

  In Oct of 2022 my husband and I bought a recliner chair and custom couch w/ expected delivery of ***** weeks. When the chair was ready we had to reach out to our sales representative to just go ahead and ship the chair because it was already ready. Since the delivery of the chair we have had to contact the sales person, ***** constantly about updates on the couch and was either ignored or given stale and vague information on its whereabouts. On top of that, every time the delivery date is set- that day comes and nothing is ever dropped off. Every time we have reached out to have information on the delivery date- it is always pushed back to a (vague) later date. (Ex. Late January Early March)Ive reached out to the ******************* In request to have someone else update me with new delivery dates only to be told that theyll reach out w/in the coming week if there are changes in the delivery schedule. We paid good money for furniture that we still have yet to receive. The company remains vague on details and when talking to any of the associates no one calls back or a manager is always busy and will call you back. The only reparation offered was $150 for our inconvenience and long wait. We still dont have the couch we purchased 4+ months ago. The whole process after buying has been one irritating experience after another.

  Business Response

  Date: 03/06/2023

  Dear *******, 

   Thank you so much for your patience regarding the delay in the receipt of the sofa for your order and I am very, very sorry for the delay in receiving that furniture as well as any delay in notifying you of changes in the **** Unfortunately, all of our incoming dates on furniture are only estimates and they are subject to change. Looking at the order I do see that it is showing an ETA within this week right now, so we will keep an eye on the order so that when that is showing in stock we can contact you as soon as possible to schedule that delivery. I do see that the refund of the delivery fee was completed, as well as the additional refund for the delay in this furniture. You should have seen both refunds back on the card used for the purchase. 

  
  Thank you again for your 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 ************ or email us at ************************************** You can also text us via the jeromes.com website. 
  
  Sincerely, 

  ******'s Furniture

  Customer Answer

  Date: 03/09/2023

  The money that was supposed to be refunded has not been refunded. The communication with the business on updates has been very casual. When I called the business to contact me for weekly updates- they still contacted my husband- who is at work during the day and cant take on this issue. I myself have been avoided, and I feel like the company is playing games and purposely pushing back delivery dates. The entire experience is just awful. I was quoted ***** weeks and Im now quickly approaching 6 MONTHS. I either want a full refund- or my furniture.

  Business Response

  Date: 03/15/2023

  Dear ******, 

   Thank you for your patience regarding the issue with the recliner. I do see that you were approved to return the recliner for a refund, we just need to schedule that for pick-up. We can schedule that return for any day except Sundays, starting Monday, March 20th. Please contact us to schedule that return. 

  Please contact customer service via phone at ************ or email us at jerrycares@jeromes. com to schedule that order for return. You can also ******* via the jeromes.com website to do that. 

  Thank you again for your time and patience regarding this. 

   

  Sincerely, 

  ******'s Furniture