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3.2
Updated by user Feb 28, 2018

I was able to speak with a corporate manager and resolve the problem They finally delivered a piece with no issues and received a small credit for the inconvenience.

Original review posted by user Jan 29, 2018

We are on the fourth delivery of either damaged or missing pieces of a sofa. We have been loyal customer of Jerome's for many years now and have purchased a decent amount of furniture from them in the past without any major issues.

Our most recent purchase, however, is becoming a nightmare and may well be the end of our relationship with this company. We bought a sectional for our family room and decided to go with a better quality piece since it would get a lot of use. It consisted of a chase and love seat, and based our purchase on the floor model, which seemed to be well made. On our first delivery, the love seat portion came damaged, but we kept the chase because it was in good condition.

They immediately scheduled an exchange for the next day. At this point I felt that mistakes are made and I didn't mind waiting one more day. On the next delivery, the love seat was missing the feet, and the staples around the bottom dust cover were either halfway stapled or falling out completely, so we sent that one back with a promise of another piece for the next day. Today, we received the third delivery and it was damaged and the staples were also falling out as they brought the sofa through the house.

By this time we realized how poorly made this sofa is, so I talked to customer service requesting a refund and to please take both pieces back. The customer service rep told me they could only take back the love seat, but she would schedule a pick up for the chase portion today and would get back to me after she talked to management about the refund and return. I never got a call back, so by 3:00 I called them only to find out they couldn't give me a refund because we signed the invoice that stated no returns once we received the product. He would only be able to refund the love seat portion, and he would have to talk to corporate, which would take 24 to 48 hours to get an approval.

Since I did not get a call back as promised before, I did not trust I would get a resolution in a timely manner, so decided to try one more time with the original love seat, which hopefully will be delivered by tomorrow, but I am now very unhappy with this product, the higher cost for a lower quality than we expected, all the inconvenience they have caused me having to stay home and wait for the delivery and having people coming in and out of my home, and the stress of dealing with with this situation. I shouldn't have accepted the chase portion with the first delivery because according to their policy, once it's in your home, there are no returns - yet I don't have a whole sofa. I am so disappointed with this transaction and I can only hope the next piece is the last. At this point I am not happy with quality of the product, which was on their higher end of the price spectrum, and would prefer to have the entire sofa returned and refunded, or the option of an exchange of another sofa of another brand.

We would have been able to do this if we only hadn't accepted the chase, which I find unfair for them to consider this an acceptance of terms. It is now 10:00 pm and I did not receive the delivery schedule as promised, so this means the customer service rep did not schedule the replacement and I'm left hanging until tomorrow to find out when, if ever I will get my sofa.

Reason of review: Damaged or defective.

Monetary Loss: $1537.

Preferred solution: Full refund.

Jeromes Furniture Cons: Cannot get product delivered in good condition.

Location: 10724 Treena St, San Diego, CA 92131, USA

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