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

  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:08/11/2022

  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.

  I ordered a bed online that showed in stock at Jeromes November 2021.. I received an e-mail within a week stating the bed was not in stock it was back ordered. So 2 months later in January 2022 the bed is delivered and set up. The delivery guys said theres a problem with the trundle I need to order a new part and will come back when the part becomes available. I waited and waited but didnt hear back from Jeromess regarding the replacement part. Meanwhile the bed was left in my home and was being used and screws kept coming out. Ordinarily screws arent a problem but one of my daughters is delayed and she will put things in her mouth like tiny screws. So I notified the company that leaving this bed that is falling apart is a safety risk and they wouldnt pick up this bed nor let me return it. I emailed the customer service person named Rose and she kept saying the part was coming in July and to wait it will be fixed. Come July 2022 they notified me that the part is no longer available. So now they must order a new trundle frame and it wont arrive until October 2022. I keep asking for them to refund me because I never want to deal with this company again in my life. They are irresponsible and dont take safety precautions seriously. Its only $647 of a refund which at this point I should get double the refund for the putting my kids at risk leaving a broken bed in my home for almost a year.

  Business Response

  Date: 08/15/2022

  Dear ******, 

   Thank you for your patience regarding this service issue and I am very sorry for the delay and inconvenience you have incurred regarding the service. We are not able to offer a refund for that bed, but we can offer a reselection to equal or greater value for you. Please come into one of our showrooms within 10 days to select different furniture. Please note that if the new furniture is more than the credit available from the bed then you will be responsible for the difference. 

  Please let the sales team know when you come in that you are reselecting and they will help you with that. We will remove the existing bedframe at the same time that we deliver the new furniture. Please note that this is only for the bed frame.

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

   

  Sincerely, 

  Jerome's Furniture

• Initial Complaint

  Date:08/05/2022

  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 patio table and chairs set. When it was delivered, we immediately opened the chairs and found one is broken and completely unusable. The table also has several defects in the top due to screws being screwed too far in from the bottom. We tried contacting Jeromes multiple times within the first five days, as stated in their delivery policy and had no response from texts and emails. My husband and I tried calling multiple times, only to be on hold for several minutes. Once my husband was on hold for 75 minutes, then disconnected from the call. We eventually got a text back saying they would get back to us in **** days. It has now been 14 days and we have heard nothing. I had told them that we just want to return all the furniture and get a refund, and they have a no returns policy. We spent almost $2000 on this furniture and cant use it.

  Business Response

  Date: 08/12/2022

  Dear *******, 

       Thank you for your patience regarding this issue and I am very sorry for the delay and any inconvenience that has been incurred regarding this issue with the table set. 

  We can approve either an exchange for you or we can offer a reselection, if you would prefer to do that. Please note that the reselection will be for equal or greater value. If the new furniture is more than the available credit from the table set then you will need to take care of the balance before we can deliver the new furniture.
  

  Please let us know which option you would prefer and please come into a showroom within 7 days to reselect on that set.

  Thank you for your time and patience regarding this service and the issues with this order. Please contact us at ************ if you have any questions or need further assistance. 

   

  Sincerely, 

  Jerome's Furniture

   

  Customer Answer

  Date: 08/19/2022

  This has not been resolved. No one ever contacted me, so we went to the store, and spoke with a manager on Saturday and were told we were getting a full refund. She gave me a receipt and scheduled the pickup. They picked up the furniture two days ago, then messaged me today that we only have two more days to use the store credit. This is not what the manager told me. If we were not getting a refund, I would have chosen to have the broken items replaced. There were no other items that we liked. 

  
  

  *******

  Business Response

  Date: 08/22/2022

  Dear *******,

   Thank you for your patience and I understand your frustration. I am sorry for any miscommunication. I see that the order has been picked up and the refund will be issued. 

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

   

  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:07/28/2022

  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 recliner from ******** Furniture a year ago. I also bought a warranty for it. I filed a claim on May 20, 2022 for repairs. A tech came out on July 7, 2022 and looked at it and was going to order the parts to repair it. On July 25, 2022 I was called and told that they do not have an techs that can come and do the repairs so my ************ was for then to exchange it fir another one but I had to pay the $360 shipping cost and another $360 to ship the broken one back OR they would just give me pack the $79 I paid for the warranty. This is not fair to me at all. I have bought a lot of furniture from this company. Please help me.

  Business Response

  Date: 08/11/2022

  Dear Whitefeather,

   

                We thank you for reaching out to us and we apologize for any confusion that has occurred.

   

  After a review of your account, the claim in question is through your 3rd party warranty carrier Furniture *************************************************************************** Protection has advised us that a part is unavailable and since you are outside of the ******** delivery area we are unable to provide an exchange unless you brought the item in question down to one of our delivery areas.

   

  Furniture Care Protection has advised they reached out to you directly with the option that is available.  We understand your frustration in regard to your policy.

   

  You initially paid $79 for the policy and Furniture Care Protection has offered to refund you a total of $109 which is over the price that you paid.

   

  Please feel free to reach out to Furniture Care Protection directly as they will be able to assist you with the option that is available on your account.

   

  Sincerely,

   

  ******** Furniture

• Initial Complaint

  Date:07/28/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a throw blanket that was $39, but they all had a 50% off tag in them. I didn't realize until I got home that she charged us the wrong price. She only took 25% off. It was an easy fix. I contacted them through the customer service email that was provided on their website, but I never heard back. We spent over $5000 that week at their store and now it has now been well over a month with no response for a simple request to correct their error of $10. I am just requesting a billing adjustment for the price discrepancy of $9.50 plus tax. The screenshot shows the item and the incorrect price that we were charged. Thank you.

  Business Response

  Date: 08/11/2022

  Dear Ebony,

   

           Thank you for reaching out to us.  We apologize for any inconvenience.

   

  Your showroom of purchase has been notified to refund back the additional $9.50 + tax onto your original method of payment.

   

  Credit card refunds can take up to 7 business days to reflect as an available credit.

   

  Please feel free to contact us at ************** should you have any additional questions or concerns.

   

  Sincerely,

   

  Jerome's Furniture

  Customer Answer

  Date: 08/11/2022

  
  
  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:07/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 4th I've placed a large order for a dinning room set including a serve, bar stools, chairs, and a dining table. I received my items on March 30th, a few weeks after delivery I had to report a manufacture defeat. The chair leg started to crack where the s**** had been placed. On April 22nd a replacement chair had been delivered and set up. Recently, on July 25th the replaced item leg cracked completely and split in half. I've also notice similar cracks along the table and a few other chairs. This leads me to believe the the craftsman's ************** of the product are not up to par and is a safety concern for me as well as for my family. I tried to contact the company via phone but was unsuccessful to reach an agent after an hour and 45 min hold. I was later referred to contact via text for a faster resolution, however, it has been a few days and no response.

  Business Response

  Date: 07/28/2022

  Hello ***************************,

   

  Thank you for contacting ******'s ************* through the ********************.  We have reviewed your claim statement and photos.

   

  We apologize for any long hold time that was experienced.  The ************* Department is extremely short staffed and has been for a long period of time.

   

  We are working on solutions for your situation and will contact you directly to go over the details of what we can do for you.

   

  Sincerely,

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

  Customer Answer

  Date: 07/28/2022

  The statement provided does not address the issue at hand still waiting for a resolution in regards to the damage/defective product(s). 

  Business Response

  Date: 07/28/2022

  Hello BBB,

   

  We are actively working with the customer to find an acceptable resolution.

   

  We are unsure why they customer has submitted a rebuttal. We have offered a reselection and the customer rejected that offer.

   

  We are also working to see if we can approve the exchange the customer has requested.

   

  Our supervisor will continue to work with the customer directly.

   

  Thank you,

  ******'s Customer Care

  Customer Answer

  Date: 08/06/2022

  The company did provided an option for store credit "with a limited time frame to find something of equal or lesser value. If the items are greater value than you would have to pay the difference". However, I purchased an entire set including a dinning room table, 6 chairs, 3 bar stools, and a server. So reselecting a different model of chairs would defeat the purpose of purchasing a matching dinning room set. 

  Secondly, if I had selected this option I would had to pay even more money since the chairs are priced higher than I original amount paid for.  This does not seem like a reasonable offer but more of unethical way to have the consumer spend more.  Why would I have to pay more for faulty craftsmanship. The items are new and still covered under warranty.  Which was communicated with their correspondent via text.  

  The company has schedule a replacement, however, I am still waiting for a response regarding replacement for a bar stool as well. Since they are also damaged. 

• Initial Complaint

  Date:07/21/2022

  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.

  This past February, we purchased a few items for our new house, a Couch, a table, and a bunk bed for our children. We also purchase protection plans for each of the items, because we had kids and the sales people said that everything is covered. I made sure to specify, if a kids jumps on the couch and we hear a crack, its covered, if we spill food, its covered. I was very specific because it sounded too good to be true. We got the protection plan and so far everything was fine. Upon delivery, couch came, it was fine. The table came and bed came we we had a few problems. The Bed was assembled very quickly and we checked the work and workers were on the way. I checked the other side of bed that was facing the wall and noticed a s**** broken, and stripped. We called them back and they said they have someone come out to check it out. There was also a large piece of wood chipped off the top part of the bed that can pose a safety issue if touched. We contacted Jeromones many times to get pushed to the warranty people, who then tell us to go back to the store. We keep getting the runaround. We had a similar issue with our table, were the creases would cut us while we sat at the table. we have since ordered a new table and switched it out but still doesnt change the fact that my husband finger was cut, and so was my son's. We have called maybe 20 times in last few months to address this issue to keep getting sent to another person and another person. at one point they said credit it back pick something else out but there was nothing similar to the price and style as they bed we have purchased was discountinued. We just want the bed we paid for and it to be in new condition, nothing else, nothing more nothing less. The fact its taken nearly 6 months to address this issue is sad and hopefully this can help fix the issue

  Business Response

  Date: 07/21/2022

  Hello BBB,

   

  The bed the customer is referring to is no longer being carried and can not be replaced as requested.

   

  The customer was given a reselection as a resolution to the above issue, but cannot find something else.

   

  Per the policy the customer signed and agreed to on the back of invoice/receipt at time of purchase: once delivery of an item is accepted "All sales are final."

   

  The customer still has the option to use the reselection store credit and select new merchandise.

   

  We have offered all we can offer at this time.

   

  Thank you,

  Jerome's Customer Care

• Initial Complaint

  Date:07/18/2022

  Type:Customer Service 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 purchased a sofa from jeromes furniture about February of 2020 with an extended 5 year warranty which they provided through a 3rd party which covers any damage we made to the property not including manufacture defects. upon calling the warranty company and them sending the parts to us and notifying ******** about the work needed to be done they have refused to send any technician to our property to do any of the work and we have personally visited the store 3 times and every single time have been given a date and no one has showed up to do any of the work,

  Business Response

  Date: 07/21/2022

  Hello H363*373932383*383*H,

   

  The customer is outside of the ******** * year warranty.  There is one confirmed technician visit that was completed on 4/29/202*. More claims were made on different parts of the sofa after the first visit.

   

  The customer states they are visiting the store and that dates for techs have been given.  No dates should be given by the store since merchandise is outside of ******** warranty.

   

  The customer has had the sofa since March *8, 2020.  As such the sofa would only be covered through the customers optionally purchased extended warranty.

   

  The customer will need to contact their extended warranty company for more information. 

   

  We will also reach out to the extended warranty company and contact customer via email with the information we receive.

   

  Thank you,

  ******** Customer Care

  Customer Answer

  Date: 07/21/2022

  A claim was made with the warranty company sometime last year and parts were sent to us via **** I was instructed to notify ******** furniture to send a technician to come and correct the issue. All contact was was made directly to the customer service desk at the west covina location. We were given a date sometime in September for when someone was to show up then on the day of no one showed and given another date in December which again no one showed i dont recall exactly what days were promised.a recent claim was just recently made as well about a week ago.

  Business Response

  Date: 07/27/2022

  Hello BBB,

   

  Our FCP Admin reached out to the customer's optionally purchased extended warranty company FCP to ascertain more informaiton.

   

  We were informed by FCP that they were reviewing photos of the customer's last claim submission.

   

  We sent a follow up request for more information on the claim to our FCP admin.

   

  We will follow up directly with the customer with information from FCP. 

   

  We can not offer anything else at this time.

   

  Thank you,

  Jerome's Customer Care

• Initial Complaint

  Date:07/16/2022

  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.

  Date of purchase: *** 28,2022. Order # *******TJ56. Amount: $600. Item: Patio Table. Table delivered in damaged condition. We have been trying for 2 months to secure a replacement table. We have been inconvenienced by a complete lack of customer service from ********* The few people we have actually spoken to have made commitments that have not been kept. Our complaint has been either passed over or ignored. We are requesting either 40% ($240) off the damaged table or 20% ($120) off the original purchase price if and/or when a new table is delivered. We have also requested that the entire order be canceled, picked up and the full purchase costs be reflected back to our credit card. We continue to not receive any response from *********

  Business Response

  Date: 07/21/2022

  Hello BBB,

   

  Customer was given a $200 refund on 7/16/2022 to compensate for stock not coming until Mid August.

   

  The credit/refund was processed by ******** from our ************ store.

   

  This has already been resolved.

   

  Thank you,

  Jerome's Customer Care

  Customer Answer

  Date: 07/21/2022

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