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

  10724 Treena St San Diego, CA 92131-1011

• 

  Jerome's Furniture Warehouse

  775 Plaza Ct Chula Vista, CA 91910-7806

• 

  Jerome's Furniture Warehouse

  1021 N Tustin Ave Anaheim, CA 92807-1710

• 

  Jerome's Furniture Warehouse

  3615 Grand Oaks Ste C-1 Corona, CA 92881-4644

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:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in person to purchase an under bed storage bed frame and mattress. I was shown a bed and the salesman measured the height. Im a senior and this is important to me. I was able to sit on the bed on the showroom floor and expected the same as was told it would be the same. Upon delivery the mattress was sitting above my waist making it impossible to get into bed. I paid for white glove delivery and they failed to take the trash boxs and my old mattress. Which were left on my front yard. They refuse to take the mattress back even though it was grossly misrepresented and unusable I have several text messages from them yet they fail to handle this stating corporate needs to make the decision. Im left sleeping on a sofa waiting. At this time Im asking they pick up everything and refund my money

  Business Response

  Date: 05/29/2025

  Dear ******** ******, 

            Thank you for contacting ******** Furniture and I am sorry to hear that you have had issues with this furniture as well as the service. Looking into the account I do see that we have been approved to offer a reselection on the mattress with a 10% restocking fee and no new delivery fee. That is the most that we can offer regarding this issue with the mattress. 

  We strive to provide all of our customers with a great overall experience and I am sorry to hear that you have had difficulties with this order. 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

  Customer Answer

  Date: 05/29/2025

  I have sent multiple text- zero response.  I was shown a mattress that fir the frame and I was able to sit on it in the showroom.  I believe your salesman did a bait and switch which is unacceptable. I am a senior and can not even get onto the bed being that it is above my waist.   What I was sold was grossly misrepresented  I paid for my old mattress and the box the new one came in to be hauled away and yet nearly a week later it still sits in my front yard.. To this date no one has even attempted to correct that.   I do not feel I should pay any restocking fee for this is your salesman that made the error.  I would like a refund.  

  Business Response

  Date: 06/04/2025

  Dear ******** ******, 

            Thank you for your reply and I am sorry that you have not received a response sooner regarding this issue. I understand your frustration and I am very sorry for any miscommunication regarding this order and the mattress. Unfortunately, we are not able to offer any more than has been outlined for you already. I am sorry that you feel that you have been misled, however, all mattress sales are final and the mattress that you were delivered matches the mattress on the order.

  Everything has been noted on the order so that when you come into the showroom to reselect the personnel there will know what is going on and they will be able to help you with this. 

  I appreciate your patience with this process. Please let us know if you have any questions or if you need further assistance. You can call customer care at ************, email us at ************************************** or you can send us a text message via our website at ******************************. 

  Customer Answer

  Date: 06/04/2025

  The problem we have is that the mattress and frame DO NOT MATCH what was sold to us.   It was misrepresented!   In addition I paid to have the old mattress discarded which is STILL in my front yard along with the boxs.  TO this date no one has even shown up to take them.   How is this customer service?   What would you like to me to with a bed that can not be slept in?  How do I proceed when something was so misrepresented?   

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a couch from Jeromes in 2022. The couch was great and could plug into the wall and was electronic. Over the last three years the wires started to fray and things started to not work on the couch. I messaged Jeromes directly and asked if I had a warranty, I did. started messaging the warranty company that the couch doesnt work and it is smoking and almost caught on fire. They are refusing to replace the couch. They are just wanting to send out a technician but the couch will catch on fire if plugged in and I do not feel safe. Please help me.

  Business Response

  Date: 05/01/2025

  Dear ******** ********, 

            Thank you for contacting ******** Furniture customer care. I am very sorry for the inconvenience caused by the issue that you have had with the sofa. I understand your concern with that sofa, but you are outside the 1-year ******** warranty. You did purchase the 5-year furniture protection plan, so you will need to contact them for coverage. You stated that you had already contacted them and started a claim, so you will need to speak to them about available options since you are adverse to having this piece repaired. 

  If you need to contact them to discuss the options for the completion of yoru protection plan you can do so via phone at ************. You can also contact them online at **************************************. 

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

  Sincerely, 

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

  Customer Answer

  Date: 05/01/2025

  No I am in the rules of the warranty and to be able to get replacement if its a safety/health issue. Can a repair man stop a class bravo electrical fire when he plugs it in? Will your company pay for the damages if my apartment catches on fire? Because where is the testing of this damaged sofa going to be where theres exposed wires and smoking outlets are a thing ? Id like just what I paid for and to have it picked up and replaced.

  Business Response

  Date: 05/05/2025

  Dear ******** ********, 

           Thank you for contacting ******** Furniture and I am very sorry to hear that you have been having issues with your furniture. Unfortunately, you are outside the 1-year ******** warranty so any claim will have to be made to Furniture Care Protection for coverage on that. You can contact Furniture Care Protection at ************** or you can file a claim online at **************************************. Please make sure you report the incident within 3-5 days, and provide an explanation as to how the incident occurred. For more information on what is covered, and what is not covered, please see the following link: *********************************************************.
  I am sorry for any inconvenience you have incurred regarding the issue with the reclining sofa and I understand your frustration regarding this issue. Please let us know if you have any questions about the *** coverage or if you need assistance with that. 
  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:04/23/2025

  Type:Service or Repair 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.

  Purchased reclining leather couch and reclining chair from ******** furniture. Delivery date was Feb 6th 2025 noticed peeling and cracking on side of armrest notified ******** claim **** provided photos on April 8th 2025. After several back and forth email correspondence the issue has not been resolved. This furniture has a 1 yr store warranty. It appears stall tactics are being employed to discouraged me. I have sent a demand letter. emails, and photo evidence

  Business Response

  Date: 05/05/2025

  Dear ***** *******, 

            Thank you so much for contacting ******** Furniture. I am so sorry for the delay in this response as well as for any delay or inconvenience caused by the issue with the furniture. Looking at the account I see that we were able to exchange the sofa and recliner for you. 

  While I am pleased to see that this has been taken care of, I am sorry to know that there was a delay in the service. We strive to provide all of our customers with a great overall experience and I am sorry that you have not received said experience. We can only hope that you can visit us again so that we can provide you with an improved experience overall. 

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

  Sincerely, 

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

  Customer Answer

  Date: 05/06/2025

  
  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:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a leather sectional at Jeromes furniture, along with Oops protection. Upon my purchase I was told by sales person *** *. helping me stated that at anytime for (4years) if theres a problem with my couch that a claim could be filed and someone would be out to repair and in some circumstances item replace due to extent of damage. I threw out there that I have dogs and that these protection plans are sketchy yet *** convinced me that it would not be this way with their protection plan. I read over the list of oops on the list and pretty much all dog bodily fluids were on there so my husband was sold and we agreed. My purchase was 10/23/23. I filled a claim because my dog ***** had an accident while we were out this was a Saturday late night so I waited for Monday to call (per the contract it says claim must be filed within 5 days of oops) and file a claim customer service took my info gave me direction on how to file claim and send pictures of problem areas and I did. A week later I get a call from someone stating its too many stains not going to be covered. The woman who called straight out said the stains were all made in different occasions. This person does not live with me. My Baby boy ***** was very ill had cancer and is no longer with me. That night he had a very bad stomach and had diarrhea on multiple parts of my couch. Those were the stains I wanted treated. Mind you I then asked the lady if she could then just treat the big stain that discolored and dried out the leather and ruined the part of the couch sectional. I was desperate to have it tended to she said no and no matter what I would get no different outcome. After going down to the store speaking with their customer service department a young lady that no longer works there said her manager would overturn the claim. I waited over a month 5 weeks to be exact and they sent ****** ******* to my home and the guy who came to service a cleaning stated permanent damage.

  Business Response

  Date: 04/24/2025

  Dear ***** ****, 

            Thank you for contacting ******** Furniture. I am so sorry to hear that you have had issues with the Furniture Care Protection plan and how that has been covered. I understand your frustration, but you will need to contact Furniture Care Protection to let them know what the service personnel advised you of, since this is being covered purely by them within their policies. 

  You can contact Furniture Care Protection at ************** or you can update a claim online at **************************************. Let them know that the personnel they sent advised you that the damage is not repairable so that they can present you with other options available under their coverage. 

  Thank you for your time and patience. Please let us know if you have any questions or if you need further assistance. You can call customer care at ************, email us at ************************************** or you can send us a text message via our website at ******************************. 

   

  Sincerely, 

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

  Customer Answer

  Date: 05/08/2025

  I have gone back and forth with someone at Jerome’s via text (*******). It was then stated to me via text that Furniture Care Protection Plan was going to send something from “******* *******” to clean the damaged area. They called it a “courtesy cleaning” as if they’ve not charged me over $500 for the OOPS protection. They are absolutely not doing me any favor. The young man who came from ******* ******* right away said that the damaged area on chaise would not be fixed by a cleaning. I replied that I knew that would be the case. He then said I’m here they’ve paid for me to be so just let me clean the sectional. He did that in maybe 20min said that damage needs to be repaired by a professional in leather correction not a cleaning. I then reached out to (*******) via text said I need to call Furniture care protection plan again and state that, I said I would not contact them because of how rude and unhelpful they are. He said Jerome’s will reach out they will get back to me. Today 5/5/25 ***** from Furniture care protection plan phoned me again stating they did me a favor “courtesy cleaning “ and that that’s that. She also reminded me that at the time of my original submission of a claim the people who authorized claim or deny them said I had too many stains and that when I then asked to please take care of the large one only that was not a stain but a clear damaged area that I was denied for that at that time as well. When I speak with them they talk in circles just scolding me for not accepting that no is no. Again it is infuriating to feel like I’m begging these people to do what they charged me for. Jerome’s has it’s name all over the oops protection, if they’re selling this to customers they should be responsible for the (FCPP) they are offering in the store. The association are lying to they’re customers and what and how easy it is to get damaged fixed. My desired outcome would be to have them repair the damage or replace the chaise. Below is a picture of the damaged area to the chaise and what Jerome’s promotes ( oops protection) that is clearly a rip off.

  Business Response

  Date: 05/15/2025

  Dear ***** ****, 

            Thank you for contacting Jerome's Furniture and I am so sorry for the issue that you are having with Furniture Care Protection (FCP) and for any inconvenience you ahve incurred due to this issue. I understand your frustration with the claims process and I am sorry that they have not been able to complete the cleaning on the sofa. Unfortunately, we are not able to overturn their decision since they are a separate company and retain the right to approve or deny claims based on their criteria as well as how those claims are fulfilled. I am sorry that they were not able to get that clean, but you will have to contact them to update your claim or to see about a different solution to the issue. 

  Thank you for your time and patience regarding the service process. Please let us know if you have any questions or if you need further assistance. You can contact us via phone at ************* email us at **********************, or you can send us a text message via our website at ***************. 

   

  Sincerely, 

  Jerome's Furniture, Customer Care

  Customer Answer

  Date: 05/18/2025

  The repair to damage has not been resolved. Jeromes is selling a fraudulent protection plan. You are not standing behind what your written word is. I’ve stated multiple times that this was an oops under the plan that was not going to be resolved with a cleaning it needs repair. Again you Jerome’s sell this plan in your showroom by your  sells people. The wrong start right at that point. You are equivalent to a used car sales person. Stand behind your written word and do something to repair my chaise. Jerome’s washes their  hands by having you speak To the furniture protection people who deny claims that they should be taken care of. This sort of business between you, and the furniture protection program is a scam and a crime! I’m a customer you’ve been bouncing around like a ball with no resolution. Jerome’s is a crook.fix my problem! 

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/02/2025

  Dear ******* ****, 

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

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

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

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

   

  Sincerely, 

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

  Customer Answer

  Date: 04/03/2025

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

  Business Response

  Date: 04/09/2025

  Dear ******* ****, 

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

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

   

  Sincerely, 

  Jerome's Furniture, Customer Care

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/22/2025

  Dear Catalian *****, 

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

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

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

   

  Sincerely, 

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

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I communicated with the store representative on-site, Mr. **** on Sep 21th, 2024, he introduced that the bed set was a floor model in a brand-new condition without any off-gassing problem. I signed the receipt at that time. On Sept 24, 2024, I went to the store and picked up the bed and then found out many issues that the merchandise was packed very messy without its original packaging, several necessary parts were not available, serious off-gassing from formaldehyde which might cause cancer and non-refundable. Details see the attachments including a detailed description of the events, the receipt of the sale and some images of the product problems. I would like get help from BBB and get full-refund from the store which is supposed to deliver the bed to their store.

  Business Response

  Date: 03/22/2025

  Dear ******** ***, 

            Thank you for contacting ******** Furniture customer care. I am very sorry for the delay in this response as well as the issue with the bed. As stated in our policies both online and in the showroom all sales of floor or clearance items are final sales. If you are missing parts to that bed, please let us know what parts are missing so that we can help you with that. You can contact us via phone at ************, email us at ************************************** or you can send us a text message via our website at ******************************. 
  
  Sincerely, 

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

  Customer Answer

  Date: 03/23/2025

   When I communicated with the store representative on-site, Mr. **** on Sep 21th,2024, he introduced that the bed set was a floor model in a brand-new condition without any off-gassing problem. I signed the receipt at that time. On Sept ******** I went to the store and picked up the bed and then found out many issues that the merchandise was packed very messy without its original packaging,several necessary parts were not available, serious off-gassing from formaldehyde which might cause cancer and non-refundable. Thus the bed I got from the business store had defects and didn't match with the introduction of the product from Mr. **** To me, this was a business fraud. I would like return the bed to the store and get full refund. At that time when I signed the receipt, Mr. *** didn't clearly tell me that the sale was a final sale. Moreover, under California consumer laws at *********** **** if a store does not clearly display their return policy, customers may be able to return items within a certain timeframe, including defective items, for a full refund; businesses are required to accept returns for damaged or defective products, even if they have a "no return" policy posted, as long as the defect is not due to customer misuse.
  

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/21/2025

  Dear ***** **, 

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

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

   

  Sincerely, 

  Jerome's Furniture, Customer Care

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/05/2025

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

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

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

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

  Sincerely, 

  Jerome's Furniture, Customer Care

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/05/2025

  Dear ****** ******, 

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

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

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

  Sincerely, 

  Jerome's Furniture, Customer Care

  Customer Answer

  Date: 02/05/2025

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

  Business Response

  Date: 02/08/2025

  Dear ****** ******, 

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

  Sincerely, 

  Jerome's Furniture, Customer Care

  Customer Answer

  Date: 02/10/2025

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