Business Profile

Furniture Stores

Jerome's Furniture Warehouse

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Complaints

This profile includes complaints for Jerome's Furniture Warehouse's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

171 total complaints in the last 3 years.
40 complaints closed in the last 12 months.

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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:08/26/2024
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.
My wife and I recently visited your **************** location on August 24th to shop for a new sofa and loveseat. Furniture shopping isn't something we particularly enjoy, so we've been delaying this purchase for nearly a year, primarily due to the cost of quality furniture and our busy schedules. However, we finally decided that this would be the weekend to replace our current sectional.After much consideration, we selected the brown Riverdale Sofa and Loveseat. We were relieved to have found something we both liked and were excited about our purchase.Unfortunately, today we received a call from our sales representative, ****, informing us that there was a "glitch" in the system and that the loveseat is not available. To our surprise, it won't be available until October. **** kindly offered to deliver two sofas or to deliver the sofa now and the loveseat when it becomes available.While I appreciate the alternatives provided, this situation is both disappointing and inconvenient. Its difficult to understand how, in 2024, a company of ******'s size could allow a customer to purchase an item that isnt in stock. If we had been informed about the availability issue upfront, we would have used the remainder of our day to visit other furniture stores and potentially made a different purchase.This experience has left us both frustrated and questioning our decision to do business with your company. We respectfully request that you address this issue promptly and provide a solution that appropriately reflects the inconvenience and frustration weve encountered.***** and ****** ********* ************ (contact number)************ (phone used for purchase)
Business Response
Date: 09/16/2024
Dear *** *********,
Thank you for contacting us and we are so sorry for any delay and inconvenience caused by the loveseat not being immediately available. We do strive to make sure that our stock system is correct and up-to-date, but all of our showroom locations and our online store pull from the same stock so sometimes processing delays can result in temporarily incorrect stock numbers.
That said, I do see that the loveseat was delivered to you and I am pleased to see that we were able to get this to you relatively quickly. We do appreciate your patience with our delivery processes and we hope that everything is well with that furniture.
Thank you for your time. Please feel free to contact us again if you have any questions or if you need any assistance. You can call our customer care line at ************, email us at ************************************** or you can text message us via our website at ******************************.

Sincerely,
Jerome's Furniture, Customer Care
Customer Answer
Date: 09/16/2024
everything stands in terms of what I expressed in my initial complaint. The inconvenience and headache all still happened. Further compounded by Jeromes taking so long to respond to my initial complaint. Not acceptable response in my opinion.
Business Response
Date: 09/25/2024
Dear ***** *********,
I understand your frustration regarding the possible delay in the receipt of the furniture. I do see that everything was delivered at the same time on September 1st so I am very happy to see that we were able to get that furniture to you in a reasonable time frame. As this is the case, we are not able to offer any credits or anything like that for possible inconvenience, but we will note your comments regarding the stock system to see how we can improve that in the future.
Thank you again for your time and please contact us again if you have any questions or if you need further assistance. You can call customer service 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:08/24/2024
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.
04/13/2024 $1,198 I sent photos of the sofa to customer service and they are not willing to refund the money for the sofa. The sofa was delivered it May and its so worn, the quality is really poor. I dont want this to end up in small claims court, thats why Im contacting the BBB. It looks like a 5 year old sofa already. So disappointing that they are not standing by what they sell. Its shameful and I have been a loyal customer for years.
Business Response
Date: 08/29/2024
Dear ********************************,
Thank you for contacting ******'s Furniture and I am very sorry for the delay in this response as well as any inconvenience that you have incurred regarding this furniture. Looking at the photos that you have sent us I do see the pilling on the fabric. Unfortunately, that is fairly normal for upholstery fabrics and is not considered a defect, so that is not covered by the 1-year manufacturer warranty. As this is the case, we are not able to offer service on the sectional for that issue. I would suggest a fabric/sweater ****** in order to help prevent that in the future, when used as part of your routine cleaning of the furniture.
Thank you again for your time. 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 text message us at our website: www.jeromes.com.

Sincerely,
******'s Furniture, Customer Care
Initial Complaint
Date:08/22/2024
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.
The below is from an email I sent in June to ******** **************** operatives and several leadership contacts, and Furniture Care Protection (who ******** contracts with for furniture warranties). There is an open claim: *******. A claim was opened at the end of March and five months, two technicians, and multiple incorrect parts later, this issue still has not been resolved. In short, this is the second couch I have purchased from ******** and it is defective. Warranty aside, normal wear and tear (no kids, no pets, two fit adults) did not cause the level of damage I am seeing and experiencing and ******** will not respond or address this. Hello:1. ******** purports to be a family business yet I have been met with resistance on all levels for a defective, deformed product (couch).2. The first couch purchased was not right yet I gave ******** repeat business with a second, replacement couch and now I am in a predicament where I have a couch that is crooked, disintegrating, and uncomfortable to sit on. 3. I had to visit the ******** store twice and submit two claims through the warranty company to get a technician dispatched to my home for review. 4. It was nearly two months from the submission of the second claim to the technician showing to inspect the couch. Now we are talking about ***** weeks for a replacement part that is not warranted?5. After writing up a report Friday, the assigned technician called late in the day stating that he thought he mixed up the report for this claim with another (and potentially did not take photos). I do not know what happened there, but there is no part to be repaired. The couch needs to be replaced. Period. I would like a timely, customer-first response to this issue. As a family business, regardless of the third-party vendors you contract with for warranties, repairs, etc., I would expect you to take customer satisfaction more seriously. I will take this matter to the press and/or BBB if needed.
Business Response
Date: 08/26/2024
Dear Ariel Rosati,
Thank you for contacting us and I am very sorry for any inconvenience you have incurred during this service process. I do understand your frustration with the process, but we are not able to offer replacement of the furniture at this time. This claim was made through the Furniture Care Protection plan and, as they are the company facilitating the complete repair, you will need to contact them for any other options besides the parts that have been ordered.
You can contact Furniture Care Protection at (888) 705-4001 or you can request an update to a claim online at furniturecareprotection.com.
Thank you for your time and patience regarding 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 866-633-4094, email us at [email protected], or you can text message us via our website at www.jeromes.com.

Sincerely,
Jerome's Furniture, Customer Care
Customer Answer
Date: 08/27/2024
This is not about the warranty or company you contract with for the warranty. This is the SECOND time Jerome's has sold me a defective product (this couch is a result of a replacement upsell). If you purchase an expensive item from any other business -- a TV, a mattress, etc. -- and it is fundamentally broken, the company will do right by the customer. You continue to pass the problem off to a third party rather than addressing the problem head on. Furthermore, Furniture Care Protection is as crooked as they come. The first tech they sent out lied about the core problem to protect his job. The second tech FCP sent out would have also lied had my husband not confronted him about what he was documenting, and we had not gotten supervisors involved. We are now waiting on a third tech while a couch part that will not address one third of the couch collapsing, stitching coming undone, etc. sits in the middle of our living room. We are months into this debacle with no resolution. My husband and I cannot sit on the couch while Jerome's continues to deflect and FCP continues to lie and waste time. My husband and I do not have kids, do not have pets, are fit people, and only use the couch to sit. Furthermore, we'd maybe had the couch 18 months when we logged a complaint. How do you explain a nearly $3,000 couch falling apart from normal wear and tear? For a family-owned "customer first" business, Jerome's response to this matter shows zero pride in its products and customer support and a blatant disregard for doing right by customers.
Business Response
Date: 10/04/2024
Dear Arielle Rosati,
Thank you for your reply and I am sorry for the delay in this response. I do understand your frustration regarding the issue with your furniture and the service process and I am very sorry for the inconvenience that you have incurred regarding this process. We try to provide all of our customers with a good overall experience and I am sorry that you have not had this experience in your service, but, unfortunately, because you are outside the 1-year Jerome's warranty we are limited in what we can offer. We work with Furniture Care Protection, the furniture protection plan, as our way of providing customers the option of a longer warranty period for furniture that may have issues with mechanisms, motors, or just accidents caused by every day living.
I am checking on this for you so that I can confirm the arrival of the parts. Once I have that information for you I will contact you so that we can get those parts to you. Once you have the parts you will have to contact FCP to schedule an appointment for them to send a technician to install those for you.
Thank you for your time and patience. Please feel free to contact us again if you have any questions or if you need further assistance. You can call customer care at 866-633-4094, email us at [email protected], or you can send us a text message via our website at www.jeromes.com.

Sincerely,
Jerome's Furniture, Customer Care
Initial Complaint
Date:08/12/2024
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 several sets/pieces of furniture from Jeromes over the years and never had an issue until recently. In late May, my wife and I decided to buy a new couch, sofa and 2 ottomans. We were given 2 options; 0% interest or no sales tax. I requested 0% interest. The person who was assisting us at checkout was having a difficult time, spent about 20 minutes trying to process our request. The person kept saying theyre new and didnt know how to do their job. They brought over a second ******* they also struggled for another 30 mins before I was able to leave. Come July, I receive my first bill and see that Im being charged over 36% interest. Shocked as I was, I attempted to contact Jeromes. I was told that *******, the financial lender, does not honor the 0% interest. I asked to speak with a supervisor because of the inconsistency and was told a manager would contact me the following day which was a Friday. I hear absolutely nothing. The following Tuesday I reach out and was told a manager already spoke to you. I said, no Ive been waiting. They assured me someone would follow up with me. Several more days go by, nothing. I tried to follow up again and have had no response. Very disappointing experience and even worse customer service. I wont be buying anymore furniture from Jeromes. Spent over $3k on this last trip and cant even get a reply. What a shame.
Business Response
Date: 08/16/2024
Dear ******** *****,
Thank you for contacting ******** Furniture and I am so sorry for any inconvenience that you have incurred regarding this order as well as any miscommunication on our part regarding the financing options. I am looking into this for you and as soon as I have an update I will let you know so that we can see about finding a solution to this issue. We strive to provide all of our customers with an excellent overall experience and I am sorry to hear that you have not received said experience.
I appreciate your patience and will contact you as soon as I have more information regarding what happened with the financing as well as any available options for you.
Thank you for your time and please contact us if you have any questions. You can call customer care at ************, email us at ************************************** or you can contact us via text at our website, ******************************.

Sincerely,
******** Furniture, Customer Care
Customer Answer
Date: 08/17/2024
I appreciate the response but there is no resolution at this time therefore I cannot close my case.
Business Response
Date: 08/26/2024
Dear ******** *****,
Thank you for your reply and I understand your frustration. I am working on getting clarification on this so we can help you if possible. As soon as I have more information and a possible solution for you I will contact you so that we can see how we can help with this issue.
I appreciate your patience regarding this issue. Please feel free to contact us again if you have any questions. You can call at ************, email at ************************************** or you can contact us via text message at our website, ******************************.
Thank you for your time.

Sincerely,
Jerome's Furniture, Customer Care
Customer Answer
Date: 08/28/2024
I must reject this response once again due to no resolution. Ive been trying to resolve this now for well over a month and do not understand why its taking so long. Please dont say you understand my frustration then say if possible. As a major retailer I would imagine that you have a team who handles customer satisfaction. I expect the next response to actually have a solution. It should not be this difficult.
Business Response
Date: 09/16/2024
Dear ********,
Thank you for your patience and I am so sorry for the delay and any inconvenience. Unfortunately, the finance option that you used for the purchase doesn't have a 0% option. Our primary finance option, Synchrony Financing, does offer those options, but if you are not approved for Synchrony for whatever reason then the system automatically sends you to the second option to see if an approval can be gotten. It is this secondary financing option that was used for the purchase. Unfortunately, we are not able to change the financing option that was used for the purchase.
I am very sorry for the miscommunication and any confusion regarding our financing options. We try to make sure that all of our customers have a great experience and we are displeased to hear that there was so much confusion regarding the financing that was offered.
Please feel free to contact us 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: 09/17/2024
Hello,
Ive now been waiting for months for a response. That fact that you still havent been successful in providing me any reasonable explanation or any type of customer satisfaction is beyond acceptable. I was told by your sales representatives that I would pay 0%. I dont care who financed this. The fact that I was misled, lied to and now being disregarded is disgusting. I expect someone to resolve my valid concerns. I refuse to accept the responses youve provided.
Initial Complaint
Date:06/15/2024
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.
Good day I bought a Queen head ************* and the 5 drawer chest .The original order had some scuff marks and they did a re-delivery 6/9/24 unfortunately it also had some scufff marks they redid a delivery today 6/15/24. Same issue had scuff marks, this like of furniture is damaged you should look into this. I called Jeromes (Tustin,**)and spoke to ***** though didnt feel like he cared and told him I would go through BBB, he called didnt even leave a message.. *********************** I would like to return this chest and bed frame and get possibly a different one.Im tired of having to go through this and poor guys that do the delivery Im on the second floor.Thank you
Business Response
Date: 06/21/2024
Dear *****************************,
Thank you for contacting us and I am so sorry for any inconvenience that you have incurred during the service process and that our furniture has not met our expected quality. We strive every day to provide all of our customers with an excellent experience as well as excellent quality furniture and I am sorry to hear that we have not been able to provide you with excellent quality.
Looking at your order I do see that you spoke with someone and were looking into possibly selecting new furniture. We would be happy to help you with this if you would like to contact us to get that process started or come into one of our showroom locations to look at something that you may want instead of the bedroom set.
Thank you for your time and please contact us if you have any questions or if you need further assistance. You can call us at ************, email us at ************************************** or you can text message us via our website at www.jeromes.com.

Sincerely,
******'s Furniture, Customer Care
Customer Answer
Date: 06/22/2024
good day I did to speak to someone the issue here is that there have been to two deliveries to my home and this is the first time I hear you mention I can go in and change the furniture .. I will be in contact with Jeromes soon as I have been dealing with some private / health issues.

thank you
Business Response
Date: 06/28/2024
Dear *****************************,
Thank you for your reply and I am sorry for any confusion. You were approved for a reselection only, not a refund. We only offer reselection after the option for exchange has been exhausted. Please note that the reselection is to equal or greater value for the ***room set, that is the queen *** frame and the chest. If the new furniture is more than the available credit then you will be responsible for the difference. If the new furniture is less than the available credit then any remaining funds will stay as store credit for future use. Please come into a showroom by July 7th to reselect on the furniture. When you come in, please let our sales team know that you are there to reselect so that they can help you with that.
Thank you for your time and patience regarding this service. 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 text message us via our website at www.jeromes.com.

Sincerely,
******'s Furniture, Customer Care
Initial Complaint
Date:06/14/2024
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 $2000 sofa on 8/8/21 and filed a claim on a warranty I purchased for a tear on my leather sofas and ******'s warranty **** says that they cannot honor it because the tear was done by abuse by us. I informed them that my 8 year old was holding scissors and accidently cut the corner of the sofa, I saw it happened. A few days the tear got bigger so I placed tape on it. The day after the tear I did submit a claim. They did not honor it because of the reason of the tear and that they assumed the damage was negligence. I asked them to show me where it says if the tear gets bigger it will not be covered. The supervisor ****** would not assist me and was not apologetic. She was accusing us of misusing our furniture. I took a pic of our sofa and we keep everything in tip top shape. This was an accident and should be covered.
Business Response
Date: 06/19/2024
Dear *****************************,
Thank you for contacting us and I am very sorry for any inconvenience caused by the issue with the Furniture Care Protection plan. I do see that the claim was denied due to the photos sent in not matching the claim that was sent. Looking at the photos it does not appear that this was caused by a simple puncture to the sofa so the claim was denied. I have sent a request to our liaisons with FCP to see if we can have them reassess this claim or if we can determine if another option can be offered for coverage for this issue. As soon as we have an update on this we will let you know what the next steps will be, if any.
I understand your frustration with this process and I am so sorry again for any inconvenience. Please feel free to contact us if you have any questions or if you need further assistance. You can call us at ************, email us at ************************************** or you can text us via our website at www.jeromes.com.
Thank you for your time and patience with this service process.

Sincerely,
******'s Furniture, Customer Care
Customer Answer
Date: 06/20/2024
It was a one time puncture that enlarged as soon as it ripped. The longer it takes to fix the worse its becoming.
Business Response
Date: 06/28/2024
Dear *****************************,
Thank you for contacting us. We have been in communication regarding this order and it was decided that we would be refunding the price on the Furniture Care Protection plan. We are not able to overturn the decision they made regarding coverage on this issue. Please note that this has been requested and a corporate check will be sent to your home within ***** business days. Please also note that this means that your furniture is no longer covered by the furniture protection plan for any future issues you may have.
Thank you for your time and patience. 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 www.jeromes.com.

Sincerely,
******'s Furniture, Customer Care
Initial Complaint
Date:06/12/2024
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 sectional from ******'s (*******) that was much bigger than advertised online and labeled in-store. The sectional was $1566 with 0% interest for 12mos. Upon delivery, I realized the couch was too big. I repeatedly called ******'s and It took days to get someone to call back as you cannot call the store directly. When I finally got a call back from ****, I had to beg ******'s to take the couch back, they did and issued a store credit. The customer service was very bad so I went to the ****** location to purchase a new couch instead of *******. During the time of purchase, I was assisted by ***** who told me that "purchases over $3,000 had 0% interest for 60mos". The new couch was $3896. ******'s did not cancel the 1st transaction. I assumed they did when they provided the store credit. They kept the 1st transaction open from the Anaheim store and processed the difference at the Corona location therefore excluding me from 0% interest for 60mos as the separate transactions were less than $3,000. I get 2 statements instead of 1. I spoke to ********, the regional manager who was rude and said "they have my signature and that's it". This is deceptive sales practices and seems fraudulent. Once the 1st couch was returned, the transaction should have been cancelled and at no time was I told they would handle the transaction this way. ***** repeatedly told me I would have 0% interest for 60mos since the couch was over $3,000.
Business Response
Date: 06/24/2024
Dear La *********************,
Thank you for contacting ******'s Furniture. I am so sorry for the inconvenience and any confusion or miscommunication regarding the financing on this order. I am working on this and looking into this for you and as soon as I have an update I will contact you to let you know what is going on and how we can help remedy this situation. I understand your frustration and I am so sorry that you have not received the service and overall experience that we strive to provide for all of our customers.
Please 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 text message us via our website at www.jeromes.com.

Sincerely,
******'s Furniture, Customer Care
Initial Complaint
Date:06/05/2024
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 multiple pieces of furniture in May 2023. I have had multiple issues with the sofa and love seat. I The first call I made was about the following issues: light did not work, left side recliner did not recline tech came out and fixed both. Second call I made, was in May 2024, prior to warranty expiring. I made the call for the following reasons: Heat has never worked on couch or love seat. All flaps on back come open and battery packs fall out, as soon as reclined. One head rest would not recline. Tech came out and fixed the headrest. He took pictures of all the flaps and battery packs that fall out after reclining and said the pictures go straight to the appropriate department. Regarding the heating not working, he stuck his hand inside the couch, under all the foam and said it does heat up a little bit the heat is not warm enough to come through the foam, to feel it. He told me he would write up the report and send it in. I followed up with customer service. Imagine my surprise when I finally reach someone, after over an hour on hold, and I'm told the tech ***** said he fixed everything. Only the head rest was fixed. I spoke to ******* from customer service, who had absolutely no customer service skills. She was rude and would not listen to me when I tried to explain there must be a misunderstanding. I requested a supervisor. She told me she does not have one but that she can request a manager call me in ************************* addition, I called the Murrieta store and spoke to manager ******. I explained everything to him. He said he has nothing to do with that department. I even invited him to come to the house and see for himself that the flaps and heater were not fixed. Not only do I have the manufacturer warranty, I also purchased the extended warranty. My problems still have not been fixed, a manager or tech manager has not called. **************** has been absolutely horrible! A nightmare to deal with.
Business Response
Date: 06/08/2024
Dear *************************,
Thank you for contacting us and I am so sorry for the inconvenience caused. We strive to provide a great experience as well as excellent quality to all of our customers and I am sorry to hear that you have had issues with the furniture.
Looking at the account I do see that you were approved for a reselection and that you have chosen new furniture. That is scheduled for exchange tomorrow, June 9th. I am happy to see that we were able to help you with this and make this right for you.
Thank you for your time and patience with our service processes. Please feel free to contact us if you have any questions or if you need further assistance. You can call customer care at ************, email us at ************************************** or you can text us via our website at www.jeromes.com.

Sincerely,
******'s Furniture, Customer Care
Customer Answer
Date: 06/09/2024
I went to select a new couch on Friday. The "new" couch was supposed to be delivered today (Sunday). Imagine my surprise that there was a "used" couch that was delivered to my house. A new couch comes in boxes. This couch was not in boxes. It just had saran wrap around it. The fact that you would not inform your customers they may be receiving used couches is disgusting. Especially when I paid over $4k! I refused the delivery. In addition, there was an outstanding amount that was owed back to me. Over $400. They are still determining if it should be refunded or store credit. If I already paid for the couches, I should be due a refund. Why would it be store credit.
Business Response
Date: 06/19/2024
Dear *************************,
Thank you for your patience regarding this service process. I do see that this was sucessfuly delivered and I am so sorry for the issue with the initial delivery of this sectional. I understand your frustration regarding the initial delivery and we will be addressing this issue with the packaging and how furniture is shipped in the future.
Regarding the refund, the reselection was approved as an equal or greater value reselection, so any remaining funds would stay as store credit at this time.
We strive to provide all of our customers with a great experience and I am very disappointed to see that you did not receive said experience. We can only hope that you can come and visit us again in the future so that we can provide you with an improved overall experience.
Thank you again for your patience regarding this order and the service. Please contact us again if you have any questions or if you need further assistance. You can call customer service at ************, email us at ************************************** or you can contact us by text message via our website at www.jeromes.com.

Sincerely,
******'s Furniture, Customer Care
Initial Complaint
Date:06/04/2024
Type:Order 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.
UNTRUSTWORTHY, NONTRANSPARENT, SHADY PRACTICES The showroom is disgusting and poorly maintained, couches are grimy with flat pillows. ******'s will do anything to avoid upholding their end of the bargain. We purchased a hefty $500 furniture protection that offered aid to any of their already flimsy furniture, which was a $5000 couch. When we asked to used this insurance that we paid for, ******'s took multiple weeks to respond and avoided answering any questions. When they finally got back after weeks, they refused to uphold this expensive contract of insurance that we already paid for. They claimed we should have notified them of damage 5 days within it happening, but this was nowhere in the contract nor did any employee tell us. When telling them we did not know this, they said staff should have told us and there is nothing they can do. THEY CANNOT TAKE ACCOUNTABILITY. DO NOT WASTE MONEY ON THE ***** FURNITURE OR INSURANCE. This place is disgusting and simply money hungry, with no care for their customers. This miscommunication is unfair and shady on their part. They never told us about the 5 days, which is an employee's fault, so our 500 protection plan went to waste
Business Response
Date: 06/08/2024
Dear Jersey ********,
Thank you for contacting us and I am very sorry to hear that you had a negative experience regarding the furniture protection plan. The furniture protection plan is facilitated by an outside, third-party company and they have their own guidelines for approving and denying claims. It is try that, per their policy, they do have to have the damage reported within 5 days of the incident as it allows for the best outcome in cleaning, fixing, or other solutions. I am sorry that there was a delay in contact, it can take some time for the claims to be reviewed and decisions made.
I would like to see how I can help you with this issue. Please provide the phone number that was on the order as well as the claim number that you received when you made your claim. We will need to contact the third-party company in order to see how we can help you with this.
You can contact us via phone at ************, email at ************************************** or text via our website at www.jeromes.com.

Sincerely,
******'s Furniture, Customer Care
Initial Complaint
Date:06/04/2024
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.
In the Month of May, my 91 year old mother bought a recliner from ******'s. At the time of the sale no one informed my mother that all sales were final and that she would not be able to return the chair if she was not satisfied. The first day of owning it she tried to sleep in it for a nap, and she knew that she would have to return it as it wasn't giving her the support her doctor told her that she needed. She called ******'s the next day asking them to come pick up the chair and this is when she learned about the "ALL SALES FINAL" policy.Again, ***** hadd told her of this policy or she never would have bought the chair but now ******'s will not come and pick up the chair unless she pays a $304.29 restocking fee, which she has agreed to do. They also told her that she must pick out something else from the store of equal value and that they will not give her any of her money back.I feel this is a case of taking advantage of the elderly. She is willing to pay the restocking fees but would just like them to come pick the chair up. They claim that they will pick the chair up when they deliver whatever else she decides to buy in exchange.Her caretaker was there the day of the purchase and can confirm that nobody told her that all sales were final.Sincerely,***********************
Business Response
Date: 06/08/2024
Dear ***********************,
Thank you for contacting us and I am so sorry for the incovnenience caused by this issue as well as any miscommunication on our part regarding the order and our policies. We try to provice all of our customers with a great overall experience and I am sorry to hear that you have not received said experience.
I would like to see how I can help you with this. Please provide the phone number that the order was under so that we can pull up the order and take a look at that.
Please contact us with this information so that we can assist you. You can call customer care at ************, email us at ************************************** or text us via our website at www.jeromes.com.

Sincerely,
******'s Furniture, Customer Care
Customer Answer
Date: 06/10/2024
Although ******'s has sent you a copy of their invoice, it is obvious, even from my mother's, signature, that she has a hard time seeing.
How many people when presented an invoice like that with small print on the back, actually sit there and read the whole thing? It seems to me that ******'s should have mentioned that to her or had it on a big, easy to see, sign advertising that this is their policy, and not assumed that an elderly lady would take the time to read all of that.
It really saddens me, as I am getting older myself that big companies like this feel the need to hide this policy in the back, bottom portion of their invoicing as opposed to mentioning it to their customers.
If this is the case, I will do everything possible to let the general public know. This is not a threat, just a business practice that the public should be aware of since the companhy doesn't advertise it.
Regards,
***********************
Business Response
Date: 06/19/2024
Dear ***********************,
Thank you again for contacting us and I am sorry for any inconvenience caused by our policies. I am very sorry to know that the policy was not made clear during the purchasing process. We strive to provide all of our customers with a great experience both in the showroom and with our service processes and I am sorry to hear that you have not received an excellent experience.
I would like to see how I can help you with this issue. Please provide the phone number that was on the order so I can pull that up. You can call our customer service at ************, email us at ************************************** or you can text with us via our website at www.jeromes.com.
Thank you for your time and patience.

Sincerely,
******'s Furniture, Customer Care

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Jerome's Furniture Warehouse is NOT a BBB Accredited Business.