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 has 30 locations, listed below.

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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

  18850 Hawthorne Blvd Torrance, CA 90504-5507

• 

  Jerome's Furniture Warehouse

  24410 Village Walk Pl Murrieta, CA 92562-5237

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:09/13/2022

  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.

  Sofa was purchased 4 months ago and the fabric has changed and it squeaks. I had a technician come out 1 month ago who confirmed my statements. I have not heard back from anyone regarding a solution. I have emailed 4 times with no response. The store manager said he is unable to help

  Business Response

  Date: 09/14/2022

  Dear *****, 

   Thank you for your time and patience regarding this service on the sectional and I understand your frustration regarding the delay in this service. Looking at the account I see that we are currently working on a solution to the issue with the sectional and will contact you as soon as we have the information that we need from our quality department regarding this. 

   Thank you again for your patience and I am very sorry for the delay and the inconvenience. Please contact us if you have any questions or if you need further assistance. You can call customer care at ************ or you can email us at *************************************. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:09/12/2022

  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 received my bed furniture 9/3 with a damaged sliding glass to the dresser. The driver told me that I will be contacted but nothing. I call everyday and stay on hold for a whole hour then it hangs up. Every single time. No matter the time of the day. No response from text or anything. This is the biggest furniture company with the worst customer service. You can't speak to anybody. It's like you call the number and the phones are purposely not answered

  Business Response

  Date: 09/14/2022

  Dear *******, 

   Thank you for your time and patience regarding the service on this chest. I see that a technician appointment was requested, so you will receive a call from Furniture Solutions Network within 48 hours to schedule that appointment to take care of the issue with the door. 

  Thank you again for your patience and I am sorry for any incovenience you have incurred regarding this order. Please contact us if you have any questions or if you need further assistance. You can call customer care at ************ or you can email us at *************************************.

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:09/06/2022

  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.

  We bought a brand new couch from Jeromes in ******** in March of ************************************ under two months. Mind you we are an athletic couple with no children or animals and it broke down so quickly! All together we paid around $2000 for the couch and oops proof protection plan included. We looked up the warranty policies with Jeromes and apparently there's just nothing we can do, we bought a bad investment and the oops protection doesn't cover wear and tear. Anyway recently someone sat on the couch and punctured one of the cushions with their car keys. Punctures are covered under the policy so we made a claim on only the puncture (as we are aware the rest of the couch was not covered under any policy). After not hearing from them for over a month we called back. The next day a claims adjuster named ************************ called to say our claim was denied because they don't cover splits in the middle of the couch. Despite quoting the policy we purchased which stated that accidental punctures were covered, the adjuster continued to deny the claim, somewhat rudely. I emailed him twice, kindly requesting next steps regarding our claim and he never responded. ****** learned, don't buy from Jeromes and DEFINITELY don't buy the oops proof protection plans. You'll throw away your money and end up with rapidly deteriorating furniture.

  Business Response

  Date: 09/09/2022

  Dear ********, 

   Thank you for contacting us and I am very sorry for the delay and for any inconvenience regarding this service. I would like to look into this service issue for you. Please email us or text us photos of the sofa so that we can take a look at what is going on with that regarding the breakage. 

  Regarding the Furniture Care Protection claim, unfortunately, we are not able to override them as they do maintain the right to approve or deny claims that are submitted. I can contact our liaisons with the 5-year furniture protection plan to see what information we can find out regarding that claim if you would like. 

  Please contact us via phone at ************ or email at ************************************** You can also text us via the jeromes.com website. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:09/06/2022

  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.

  I purchased a couch and a love seat from ******'s Furniture and also purchased the accidental coverage warranty. My couch that is a little over a year old (I received them in April/May of **************************** February 2021), has a separation of fabric at the seam in the middle cushion. I have just been informed that the couches I am currently still paying for and the warranty I purchased as extra coverage, which was an additional $500, does not cover seam separation. It the damage was done by someone who gouged my cushion with a blade or a knife, that would be covered, but fraying fabric at the seam is not covered. I am very upset by this situation and the warranty company claims they are not a part of ******'s. They are separate. Then why does ******'s utilize them as accident coverage warranty? I feel cheated and ripped off by ******'s and their affiliate. I would like the middle cushion repaired or the cover replaced through no additional cost to me.

  Business Response

  Date: 09/09/2022

  Dear *****, 

   Thank you for contacting us and I am very sorry for the delay in service as well as for any inconvenience you have incurred. It is true that the OOPS protection plan, facilitated through the third party company Furniture Care Protection, does not cover seam or fabric defects. As they are a separate company they do maintain the right to approve or deny claims within their coverage. 

  That said, I have sent a service request, on a best effort basis as a courtesy, so that we can get that seam repaired for you. This will be a best effort repair because you are outside the 1-year ******'s warranty on that sofa. You will receive  a call within ***** hours from Furniture Solutions Network to schedule that technician appointment. 

  Thank you for your time and patience. Please contact us if you have any questions or if you need further assistance. You can call into customer service at ************ or email us at *************************************. 

   

  Sincerely, 

  ******'s Furniture

  Customer Answer

  Date: 09/10/2022

  
  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:09/02/2022

  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.

  This is the most disappointing service for any type of company. We bought furniture for my mother over a year ago during the summer of 2021 and they still can't get the order correct. We will NEVER shop here again. We ordered the furniture and it came months late. Then a lot of the pieces were damaged. Then after they came and fixed/replaced the initial problems, we found the dining chairs were put together incorrectly. Support beams between the legs started falling off. We took pictures and video to show the issue. They apologized and said they would replace and fix the other chairs and we could expect it in June. Well they didn't show till the end of August. A guy came with the four chairs but didn't unwrap them. He left them in my moms house wrapped. He didn't fix the other chairs and took the support beams he was supposed to put on them. He told my mother someone would call that night. Its been a week and no one has called her yet. My mom is in her late 70s and I live overseas. It should not be this hard to fix something the store has messed up over and over. Today I am here trying to get it solved and have spent literally hours on the phone to speak to the right person. They keep telling me to hold on and then I get disconnected. My mother thinks ******'s is hanging up on me on purpose. Is it that or is customer service just really this horrible? We need the furniture fixed and or replaced.

  Business Response

  Date: 09/05/2022

  Dear *******, 

   Thank you for your patience regarding this service and I am so sorry that this has taken such a long time to solve for your mother. I understand your frustration with our systems and the service process, but I see that we have an exchange in the system for you already. We are waiting for the three counter chairs to come into stock so that we can schedule the exchange of all the chairs.

  As of right now, the *** on the counter chairs is showing the beginning of October. As soon as those are available you will be notified so that we can schedule the exchange.

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

   

  Sincerely, 

  ******'s Furniture

  Customer Answer

  Date: 09/05/2022

  
  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:08/22/2022

  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.

  I bought sectional furniture at ******'s Furniture in Feb 2021. I found. There were issues with that furniture, and I had filed a claim in Jan 2022 before the 1-year warranty expired. I also bought a 5-year extended warranty, but I couldn't file it through them since I was still within one year. I spoke with customer service at least 11 times and kept getting the runaround. Multiple times they have asked me to take pictures and videos, and I have complied and sent it through. They had sent two technicians to the house on separate occasions, and both times had taken pictures too.The last time I spoke with customer service was on July 13th, They requested more pictures, and this time, they wanted the barcode underneath each sofa section. I complied and sent pictures of the barcode. ( Why didn't they ask for this in the beginning) . As of now, no response from ******'s Furniture customer service, not even an email or a phone call. ****** won't honor their warranty. I then called their extended warranty on Aug 15 and filed a separate claim. Also sent pictures.I'm requesting t a replacement, refund, or repair of the issues before the damages worsen. My furniture still looks new even though it's a year and a half old. But the longer Jeromes acts, the older it gets. Remember, my original claim was within a year of the warranty. Poor customer service overall. Zero stars. Please help me. I'm just a consumer requesting repair within a year of warranty.

  Business Response

  Date: 08/25/2022

  Dear Edison, 

   Thank you for your patience regarding this service and I am so sorry for the delay, any inconvenience caused, as well as any miscommunication on our part on this service. 

   We have personnel currently working on this for you and as soon as we have an update for you we will let you know. We should have some kind of update for you within the next 48 hours. 

   

   Thank you for your time and patience and please let us know if you have any additional questions or need further assistance. You can call us at ************ or you can email us at *************************************. 

   

  Sincerely, 

  ******'s Furniture

  Customer Answer

  Date: 09/11/2022

  The reason I havent responded is because the issues has not been resolved yet . I had call Jeromes customer service today and still, they have no updates for me . Still disappointed that Jeromes  have not done anything about their warranty !
  

  Business Response

  Date: 09/12/2022

  Dear ******, 

   Thank you again for your time and patience. I am showing that you were advised that we will be exchanging this sectional for you. The *** on the pieces currently missing from stock are showing near the end of October at this time. As soon as those are available you will be notified so that we can schedule the exchange. 

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

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:08/16/2022

  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.

  I purchased a sofa from Jeromes it was delivered in damaged condition. I called to report it they stated a repair person will come out to look at it. Once he came out he states that he cant repair it so it will be put in for exchange. I am told to expect a call. I wait and never receive a call so I call several time trying to resolve this issue. The sofa is out of stock and no date of when it will be in. So after several more calls I finally get it exchanged for a loveseat. Not a great option but my only choice. I then have to argue to get my white glove delivery and 5 year protection plan moved to the replacement loveseat. The loveseat comes and less then a month later it has a broken arm, the reclining seats both click in and out of place every time we move. I call and once again am told they will send out another repair person. The repair man shows up I explain the issues and he proceeds to work on them while taking apart my new loveseat. After he leaves the problem still persist and now one cushion is missing not sure what the repair man did to my loveseat. I call several more times to get it replaced. Im now being told that my less then 3 month old loveseat is no longer being made so you replaced my sofa with a soon to be discontinued loveseat really. So I have to go into a show room customer service cant help with ordering a new one and that my credit will be ****** but I originally payed ******. Im now told they wont carryover my white glove delivery and warranty. That Im just out that money period. But the loveseat that replaced the sofa goes for ****** not ******. So Im out almost ****** because of cheaply made furniture. When you get a refund its the full amount not just what a company feels like giving you. I just want a full refund and to be done with this ridiculous situation. I would greatly appreciate your help thank you. I have pictures of the full amount of purchase and the loveseat price on their website when they had it.

  Business Response

  Date: 08/18/2022

  Dear ********. 

   Thank you for your patience regarding your service and we are very sorry about the delays and the inconvenience you have incurred. We are also sorry for the quality issues that you have had with this furniture.

  Looking at the order I see that you have spoken to customer service regarding this and they have added the 5-year furniture protection plan to the available credit for the reselection. There also will not be a delivery fee on the new order. The credit for the reselection is now 700.72. 

  Please note that the credit for the loveseat itself is the same as the price you paid for that piece, including tax. Please note that you have 10 days to come into a showroom to reselect on that loveseat. 

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

   

  Sincerely, 

  Jerome's Furniture

• Initial Complaint

  Date:08/15/2022

  Type:Delivery 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.

  Our sectional sofa was delivered on Jan 7, 2022. Upon delivery we noticed a stain on one of the recliners, and we also noticed that the recliner jerked when reclining up or down. We notified Jeromes that same day about these issues. After several calls, the stain problem was resoved and someone did come out to check the mechanism on the recliner. We were told that they had to order a part. On Feb 11, we received an email stating that the part was ordered and that it should arrive by May. We had not heard from them, we contacted the service **** again and we were told that the part was no longer available. They said that they could send us a replacement recliner. On July 18, we received the new recliner which we sat on immediately to try it out. Unfortunately, it had the same mechanism problem as the first recliner and we immediately reported it to the service ****. On July 26, we were told that someone would come out on July 28, to see if it could be repaired. We waited and no one came. Then on July 30, we received an email from Jeromes support stating that the item we received was a clearance item and that they do not service clearance items. We were never told that we were receiving a clearance item to replace the new recliner that we had paid full price with an extended warranty. They should not have sent us a clearance item in exhange. We did not pay for a broken recliner that we can not use to recline comfortably for the past 6 months! We had previously purchased at Jeromes about two years ago and we had no problems. At this time, we are very disappointed with Jeromes customer services.

  Business Response

  Date: 08/19/2022

  Dear *****,

   Thank you for contacting us and I am so sorry for the inconvenience you have incurred regarding this service. 

  We can go ahead and exchange that power recliner for you any day starting Monday, August 22nd. Please contact us at customer service to schedule that exchange. That exchange will only be for the recliner that was not working, the rest of the sectional will remain in place. 
  

  Thank you for your time and patience. Pleaes contact us via phone at ************ or email at ************************************* to schedule that exchange.

   

  Sincerely, 

  Jerome's Furniture

  Customer Answer

  Date: 08/22/2022

  
  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:08/13/2022

  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.

  transaction date 12/17/2021 amount paid ****** total sales was ******** because of previous returned defective mattress and upgrade bought mattress on 12/17/2021, was never comfortable from the start, assumed needed time to adjust never did. sent complaint on 08/02/22 company sent inspector, received reply on 08/05/22 would not replace mattress or refund money also was not given report of inspection or detailed reason for not replacing mattress. response was vague and arbitrary sales order#*******bd75 approval#*****A reference#********

  Business Response

  Date: 08/14/2022

  Dear *******, 

   I am very sorry for any inconvenience caused and any confusion regarding the inspection and determination regarding that mattress. The mattress inspection report does indicate that, while there are contour dips in the mattress, they are within the specifications from the manufacturer deemed non-defective. In this case, there is a 3/4 inch contour on the left side, a 7/8th one at the center top of the mattress, and a 1/2 inch one on the right side. All of these are within the manufacturer specifications for body contours and are not considered defective. 
  

  The warranty on the mattresses are for defects, so we are not able to offer warranty coverage on that mattress at this time. We can offer a 'second opinion' inspection after 60 days have passed if you like. 

  Please contact us at customer service at ************ if you have any questions or need further assistance. 

   

  Sincerely, 

  Jerome's Furniture 

• Initial Complaint

  Date:08/12/2022

  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.

  On 10/11/2020, I purchased furniture from ******** located at *************************************************************** ************* as I lived in ****************, ** at the time. I purchased a dresser, an eastern king wooden bed frame, King size hedboard, footboard, and siderails. I also paid for delivery to have everything set up. ******** had workers come and set up the bed and after a while, the bed started to shift. I looked under the bed and realized the people from ******** who set up the bed did not s**** down the slats so the slats started shifting. I called Jeromes on 8/25/21 (within the 1 year warranty period), and advised of this issue. I called at ****am and it was confirmed this was under warranty ( i have all documents ). I spoke with ******** and confirmed the calls are recorded. She stated she would send an email to the warehouse for the hardware to be sent via ***** and then they would have a technician come out. She also stated she would reach out to customer service. I called back on 9/13/21 (still within warranty) at 1PM and spoke with Seseria. She stated there was no update from the parts team and was awaiting a hardware update. I called back several times but never heard back. I have since moved to ****** however, Jeromes never rectified the issue while it was under warranty and now the slats are breaking and shifting even more. Jeromes is not absolved from fault as this could have been fixed when I called about the issue. Jeromes needs to either reimburse my money or send new slats because they never honored the warranty nor called to fix the issue nor sent any hardward for me to fix it. I attempted to mitigate by buying screws but they are not the right size. If nothing is done to resolve this, i will consider taking it to court because this error is SOLELY on ********. I do not want store credit because there is no ******** here in ******.

  Business Response

  Date: 08/14/2022

  Dear *********. 

   We are very sorry for the inconvenience you have incurred due to the issue with the slats and for the delay in the service that you have received. 

  We can send the hardware to secure the slats to the frame, though we are not able to offer a technician to install those as you are outside our service or regular delivery area. 

  We will need the address to send the hardware to, if you can please provide that via email at ************************************** or via phone at ************. 
  
  Thank you for your time and patience and we are very sorry for the delay and inconvenience caused. Please let us know if you have any questions or need further assistance as well. 

   

  Sincerely, 

  Jerome's Furniture

  Customer Answer

  Date: 08/14/2022

  
  
  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,
  
  
  *********************************