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:11/04/2022

  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 09-14-21 I paid $3,479.33 for my granddaughters queen ******* set, on 9-16-21, I returned to purchase 5year warranty for $957.72 total I spent $4,437.05 and never got the complete bed set delivered. I was told in November, or December that the complete set would be delivered. In February 2022, the workers delivered, and set up the bed set when the workers noticed there were no railings. Jeromes said they'd deliver the railings and till this day we have no rails to complete our ******* set. I've contacted them various times about the mattress staining although the warranty should cover stains with the mattress protector and never get a response back. I no longer want the incomplete ******* set/mattress, and want a full refund for the incomplete bed set that was delivered, the warranty and for them to pick up the incomplete ******* set/mattress. Jeromes Furniture supervisors/ escalation teams has not returned my messages in regards to this refund/pickup . Receipts with dates are attached showing the account is paid in full and I did not receive what I was promised/purchased.

  Business Response

  Date: 11/07/2022

  Dear *****, 

   Thank you for contacting us and for your patience regarding this service with ******'s Furniture. I am so sorry for the delay and the lack of communication regarding this service. I am looking at this service now and I am in contact with management so that we can find a solution for this. As soon as I have an update on this I will let you know so that we can get this taken care of for you. 

   Please expect contact via text and/or email within 48 hours with an update. 

   Thank you again for your patience and please feel free to contact us again if you have any questions or need further assistance. You can call ** at ************ or email ** at *************************************. 

   

  Sincerely, 

  ******'s Furniture. 

• Initial Complaint

  Date:11/02/2022

  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 a few days ago, it got delivered on 11/01/2022 around 3:00 pm PST. I got the couch and they delivered it but the couches dont fit well in my living room. This hasnt been 24 hours yet and I called to obtain a refund because they didnt have any couches on the showroom that I didnt like. They told me that they are unable to provide me with a refund only store credit. Also that if they try to give me store credit there will be a fee for them to pick up the couches? Which doesnt make sense to me when they are paid in full. We left the store the day we bought the couches because they had to order it from from another store and that they will call me to obtain payment over the phone which to me didnt so to correct. They called me and took payment over phone while I was at home. I looked at the invoice and they didnt even spell my name right. I am very frustrated that they do this to customers and I want my money back. Im getting to the point of sueing or called my credit card company to let them know this is incorrect and that the company isnt working with me on my refund. Also if u look at the invoice I uploaded I cant even click on policies. I went on their website and they do state that refunds can be completed and will mail check 10 business days

  Business Response

  Date: 11/05/2022

  Dear *********, 

   I am sorry for any inconvenience you have incurred regarding this order due to our policies. I understand your frustration, but it does clearly state in our policies that all sales done online or in-store are final. That said, I do see that you have been approved to return that furniture with a restocking fee. That return is scheduled for November 7th. 
  

   

   Please feel free to contact us again if you have any questions or need further assistance. You can call us at ************ or email at *************************************. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:10/29/2022

  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 May 12, 2021, we purchased a couch from ******'s Furniture along with the protection plan. No less than 6 months after buying it, our couch began to fall apart. We reached out once and the man claimed to have come and sewed part of the area that is tearing, only to find out it was poorly done. Since then, the couch has frayed, one of the leg rest is tearing and part of the plastic is coming out on the sectional. I have contacted the company multiple times WITH photos and they have been slow to respond (we are now at day 15 of no response on update on when our couch will be repaired). I have contacted Jeromes directly to explain my frustration (I paid over $4K for the couch) and still, no resolve. I just want what I paid for - a quality sectional.

  Business Response

  Date: 11/02/2022

  Dear ********, 

   I am so sorry for the inconvenience caused by the service issues that you have had with the sectional. The last service we have for you is from September of 2021 and  we don't see any other contacts from your number.

  We would like to see how we can help you with this; please send photos of the issues to us so that we can review the photos. You can send the photos to ************************************* or you can text them to us via the Jeromes.com website. 

  Thank you for your time and patience and please feel free to contact us if you have any questions or need further assistance. You can call us at ************ or email at *************************************. 

   

  Sincerely, 

   ******'s Furniture

• Initial Complaint

  Date:10/26/2022

  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 spent almost $5k on couches, in less than 18 months all of them are peeling in a place we don't even sit on. These were supposed to be 100% leather. ******'s refuses to help. I am so confused on how a real leather couch will peel. It is a 9 piece sectional and all are cracking.

  Business Response

  Date: 10/31/2022

  Dear *****, 

   I am very sorry for any inconvenience that has been caused by any issue you have had with the furniture. You are outside the 1-year manufacturer warranty on the sofa sectional, but I have sent the photos to management for review to see if there is anything more we can offer in regards to service. 
  I would be happy to offer contact information for two outside technician companies who can help you with that, if you would like to get quotes from them. The first is Jr ********************** ************** at ************ or you can contact the ********************** Medic at ************.

   Thank you for your time and patience. We will contact you as soon as management has reviewed the photos and the order. Please feel free to contact us if you have any questions. You can call at ************ or email us at *************************************.

   

  Sincerely, 

  ******'s **********************

  Customer Answer

  Date: 11/04/2022

  thanks for the response. i look forward to hearing what management says. On ******* you asked me to email ***** cares, i did 2x and ***** doesn't really care because there is no response. I am not trying to makes this contentious at all. ******'s has been our go to for 15 years. We furnished 2 homes with you guys.  I would hate to stop shopping there. We did nothing wrong. In fact, you replaced one of the piece 1 week after we bought it for the same thing. Its obviously a manufacturers defect because all the couches are cracking in the same spot. Its a spot where don't have an physical contact with. You advertised this as a leather sectional but its bait ands switch because its peeling like fake leather. We take such good care of them but conditioning and cleaning every week. I really need someone from ******'s to see them, even on facetime. Its crazy! 

  Business Response

  Date: 11/11/2022

  Dear *****, 

   Thank you for your patience regarding this service process. We are looking into this service to see how we can help you with this. We are not able to overrule the protection plan company's decision, but I am checking to see if we can offer a best effort repair on those pieces to get them some service. 

   Unfortunately, as you are outside the 1-year ******'s warranty, we are limited on what we can offer regarding this furniture. As soon as I have a response from management and ************** team I will let you know what the next steps will be regarding this. 

   Thank you again for your time and patience and please feel free to contact us if you have any questions. You can call us at ************ or email us at *************************************. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:10/17/2022

  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.

  Products purchased: Couch/Loveseat- LEATHER Location: ************** Furniture-**************** Location Date of Purchase :4/26/22 Amount:$4,500( Financed with ******'s Credit Card)(1st delivery- Original Set)We purchased these two items and we noticed that the both leather couches had a lot of scuffs, scratches, discoloration, and a lot of stain freckles. I called the number provided on receipt *************) and they agreed to send me new couches. (4th Set)We are on the 4th set of couches and all of them have a had a lot of imperfections. Every time whey would bring new set, we would decline delivery because the next set came worse than the last. This last time I spoke with ****** and she approved a re-selection and I just have to go to store and pick out a different set of couches.Visited same store 10/14/22 to select new couches but unfortunately we were not able to. We were told that if we get cheaper couches, the difference in price will not go back to the credit card, instead they will give us store credit. For example, Our couches cost over $4,000 and if we pick couches that cost $3,000, the $1,000 difference is not returned to original payment. They will only give me $1,000 store credit and I will still have to pay $4000 back to the original payment. So I'm left with $1,000 credit that I don't need and I have to pay $1,000 extra to the credit card. How is this good business practice? At this point, I want to return couches and get my money back and NEVER do business with this TERRIBLE company EVER AGAIN!!!

  Business Response

  Date: 10/20/2022

  Dear ******, 

   Thank you for your time and patience regarding this service and I am sorry for any inconvenience regarding our service and exchange process. Reselections are offered for various reasons and I am sorry that our policy is dissatisfactory for you. You were approved for a reselection to equal or greater value, which is our standard reselection offer. 
  Looking at your account, I see that you have an exchange in the system, that is to have the same model that you have currently delivered to your home again so that you can have a new set. We can schedule that exchange for you if you would like, as those pieces are in stock. 

   Please contact us again to schedule the exchange or if you have any questions or need further assistance. You can call customer care at ************ or you can email us at *************************************. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:10/07/2022

  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 several pieces at Jeromes and because we have animals a toddler we purchased a product that will help with stains. Our daughter spilled something on the couch, we could not take it off so we decided to call the insurance. Someone came out and tried to get it off b it could not. Then Jeromes said they will not honor the insurance. We were advised at the time of purchase of the insurance that if they cannot get something off they will either replace it or provide another product if they do not have that product in stock. They said they closed our case and cannot revolve our issue. Not sending someone else to try to clean, not offering other solutions. It feels as they are selling a product for this insurance as a scam but when it comes to honor it they avoid it. If the stain cannot be removed I would like a refund of the entire purchase and for Jeromes to pick up their couch.

  Business Response

  Date: 10/12/2022

  Dear ****, 

  
   Thank you for contacting us and I am sorry for any inconvenience you have incurred regarding the service through the OOPS protection plan. The OOPS protection plan is facilitated through a 3rd party company who retains the right to approve or deny claims on their own; we are not able to override their decisions. That said, we would like to look into this for you and see how we can help you. The only orders that are pulling up under the phone number provided are from 2012, so they would be outside both the manufacturer warranty and the 5-year furniture protection plan. If there is another phone number that the order could be under, please let us know so that we can investigate this further. 

  You can contact us via phone at ************ or email us at ************************************* for further assistance or if you have any questions. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:10/03/2022

  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.

  Its been about 4 months Ill been trying to get my sons bed fix Ill been calling the store the insurance back n forth and they are not helping me they go back n forth I dont know whos problem it is but I payed the insurance and my boys needs their bed fixed he cant even use it its broken and they came out 1 day after 3 months and only came with the bottom piece thats not okay the top is broken so my son cant use either I sent pictures went to the stores no one is help people r rude and I already paid off the bed and everything I feel like they gray people like c*** and we dont matter my boys really needs their bed cause its for 2 of them and I just want someone to help me please

  Business Response

  Date: 10/05/2022

  Dear *****, 

   I am very sorry for the delay in service and for any inconvenience caused by the issue regarding the claim. Unfortunately, you will have to contact Furniture Care Protection regarding the possible expansion of their authorization to exchange that bed, since they are covering that under their warranty. You can contact Furniture Care Protection at ************** or email them at ********************************************* to file a claim. 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: https://www.jeromes.com/service_oops_proof.

   Thank you for your time and patience regarding this issue and please contact us if you have any questions or need further assistance. You can call ************, or email us at *************************************.

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:09/29/2022

  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.

  Purchased a 3 piece sectional on 04/09/22 from Jeromes. As of 5 months this piece of furniture is falling apart. The loveseat back is coming off a *************** the couch has to be against the wall of the back falls, the middle console has a dent from elbows, the arm rests feel like they are made out of cardboard that makes a sound at every move. The sofa has a seat that already lost stuffing and is deflated, arm rest also feels like cardboard moving and dents with every move. Completely cheap, not as advertised piece of furniture that has fallen apart within 5 months of normal usage.

  Business Response

  Date: 10/03/2022

  Dear *******, 

   I am sorry for the inconvenience you have experienced regarding the quality of your loveseat. Looking into the service, I do see that the technician noted that the issues that you are having were caused by something outside of our warranty coverage. I have forwarded the photos taken by the technician as well as the technician report to management for review. 

   As soon as I have an update regarding this review I will contact you with any options we can offer regarding that loveseat. Thank you for your time and patience regarding this service. Please contact us if you have any questions or need further assistance. You can call customer service at ************ or you can email us at *************************************. 

   

  Sincerely, 

  ******'s Furniture

  Customer Answer

  Date: 10/05/2022

  I do not agree that the issue with the loveseat and sofa are not warranty related issues, I have only had this sectional for 5 months, NO piece of furniture should fall apart within such a short period of time. We don't use it for anything other then regular usage like any normal family. The fact that it is made so cheaply to fall apart within a short period of time speaks highly of the low quality furniture that was sold to me. 

  It is deeply concerning that a furniture store such as ******'s refuses to take any responsibility or even bother to care that a customer is so deeply disappointed and has such issues in such a short period of time. Looking at BBB complaints, I see I am not the only one with issues with ******'s, I also see the sectional I purchased just 5 months ago is already off of your website, I would like to some data as to how many other customers have complained about this specific sectional. 

  I also show that ******'s has had multiple complaints about back issues with their sofas/sectionals, this is not a me issue, this is a store/manufacturer issue that needs to be resolved, otherwise I am sure I am not the only customer that will never purchase another item at ******'s.

   

  ******'s, make this right, where is your customer service? Where is the customer care?

   

  For reference, 2017 *** ******'s collapsing cushions:

  Collapsing Cushions Lead to Jeromes Warranty Issue *** 7 ********* (nbcsandiego.com)

  https://www.nbcsandiego.com/news/local/collapsing-cushions-lead-to-jeromes-warranty-issue/28415/

   

  This is a well known issue, fix it please.

   

  Thank you, 

   

  *****************************

  Business Response

  Date: 10/12/2022

  Dear *******, 

   I am very sorry for any inconvenience caused regarding this service, but unfortunately we are not able to offer service on this. Management has reviewed the technician report as well as the photos that were submitted by the technician and they have determined that the technician's assessment was accurate. This is damage that occured in the home and is not the result of manufacturer defects. As this is the case, it falls outside the ******'s ********************** and manufacturer warranty. 
  I would be happy to offer contact information for two outside technician companies who can help you with that, though any repair will be out of pocket. The first is Jr ********************** ************** at ************ or you can contact the ********************** Medic at ************.

   Thank you for your time and patience and again, I am sorry for any inconvenience. Please contact us again if you have any questions or need further assistance. 

   

  Sincerely, 

  ******'s **********************

  Customer Answer

  Date: 10/13/2022

  I reject the response, the lack of any support and accountability for faulty furniture and will review other options and avenues to fight this claim. 

   

  I would like a copy of the report from the technician as well as the pictures he took so I can further move along this case. 

• Initial Complaint

  Date:09/27/2022

  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 Leather Reclining Loveseat From ******'s Furniture on 7/11/2019.I purchased 5 year warranty Oops protection. I filed a claim # ******* with Furniture Care Protection for a Broken Reclining Mechanism and Defective Peeling leather on 4/2/22. They have mailed me a part but have been unable to find a repair technician in my area. I want ******'s Furniture to replace the Reclining Leather Loveseat or issue a refund.

  Business Response

  Date: 09/29/2022

  Dear ********, 

   Thank you for contacting us and I am sorry for the inconvenience caused by the 5-year furniture protection plan. I understand your frustration regarding the current service issue and how this has been handled by the extended warranty program company. I do see that you have been in contact with customer service and they are working on this issue for you at this time. Please expect contact from them within 48 hours to follow up. 

   Please contact us via phone at ************ or email us at ************************************* if you have any questions. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:09/13/2022

  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.

  Purchase a 3 piece electric recliner sofa in January, 2022. Within two months, the sofa seats started presenting problems: the springs were poking out and cushions were defective. A technician came and detected a manufacturing problem.A new sofa was ordered and after a month it was delivered. The new sofa already had issues - the backrest had rust stains and the headrest wouldn't stay in place. A technician once again came and detected manufacturing issues. New parts were ordered and I had to wait over 3 months for the new parts to arrive.Now my 4 months-old sofa has the issues again: the cushions are completely deformed, indented and defective. A technician came around 3 weeks ago and detected it was once again a manufacturing issue.******'s is completely ignoring my emails, text and calls. I cannot get ahold of their customer service.My nearly $3000 dollars sofa is not even 5 months old and completely deformed. ******'s wont reply back, even after the technician reported the problem.

  Business Response

  Date: 09/16/2022

  Dear *****, 

   Thank you for contacting us and I am very sorry for the delay in service and the inconvenience that you have incurred regarding this sofa. I understand your frustration with the service process and I am working on this with management to see if we can get a solution that will work for everyone. As soon as I have an update on that I will let you know so that we can get this taken care of for you. 

  Thank you for your time and patience regarding this service issue and please contact us if you have any questions. You can call us at ************ or you can email us at *************************************. 

   

  Sincerely, 

  ******'s Furniture