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:05/30/2024

  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.

  4/2/2024 ******'s Furniture Torrance CA ORDER # ********SW68 5/28/2024 ORDER# *******NQ92 total ******* On 4/2/2024 I ordered a sectional leather sofa that took a month to get in and the day it was delivered the delivery service damaged the pieces by unloading them outside and tearing the leather on the couches. They reordered the sofa replacement and took several more weeks and once drivers came they informed me that the sofa was damaged in transit and would not deliver, I requested a refund from ******'s but was given an option of picking out a new sofa and if money was due back i would get a store credit which I came into the Torrance location picked out a new one and got a coffee table/ end table and shelled out more money for this order to come in damaged as well. I reached out to the manager and spoke with ******** who would get in contact with the store manager to get a corp decision on a refund after 3 unsuccessful attempts and get back to me next day. Never heard back so contacted the store again to get transferred to a lady named *** who informed me their manager **** is out of town until next week and that ****** doesnt work there at that location and I am tired of getting passed around waiting months to furnish my home.

  Business Response

  Date: 06/06/2024

  Dear ***********************, 

            Thank you for contacting us and I am very sorry for the delay in this response as well as for any inconvenience caused by the issue with the sectional. Looking at the account I do see that you have spoken to a representative and that we have a return in the system for you. We are working on making sure that will be refunded. 

  Thank you for your time and patience regarding this order. I am so sorry that we had multiple failed deliveries and that we have not been able to provide you with a great overall experience. 

  Please feel free to contact us if you have any questions or if you need additional assistance. You can call us at ************, email us at ************************************** or text us via the website at www.jeromes.com. 

   

  Sincerely, 

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

• Initial Complaint

  Date:05/30/2024

  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.

  May 18 2024 purchased Cumberland white twin bed and made payment all thru text feature on Jeromes website. ******** paid in full and order number is 0518469GI11 Delivery via white gloves service Monday May 20,2024 and set up in went fine. Chemical paint smell was very strong in room so closed door, opened room window and used box fan to get it to air out. After several days contacted customer support asking how to mitigate this smell that wasnt going away and no response. Attempted to contact customer support for a product exchange for unpainted bed and no response. Now ******************************************************************** room have been made but cant be done as headache and back of throat burning started within an hour of being in room. All Id like is to exchange the bed for one that has not been painted as this cannot be a healthy smell and the product I have is considered defective/damaged in the new state that it is in.

  Business Response

  Date: 06/05/2024

  Dear *******, 

            Thank you for contacting us and I am so sorry for the issues that you have had with that bed frame. Looking at the order I see that we have approved a reselection and you have selected a new bed frame. That has been scheduled for delivery on Sunday, June 9th and the delivery crew delivering the new model will be picking up the bed currently in the home. 
  We strive to provide all of our customers with a great overall experience and I am sorry that you have had an issue with the furniture that has been delivered thus far. 

  Thank you for your time and patience regarding this service issue. Please feel free to contact us again if you have any questions or if you need further assistance. You can call our customer service department at ************, email us at ************************************** or text message through our website at www.jeromes.com. 

   

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

• Initial Complaint

  Date:05/23/2024

  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.

  Purchased furniture at Jeromes, including a triple bunkbed. Never got all the pieces for the triple bunkbed so when the guy came that ****** recommended to put it together, they did the best they could but it was still missing some screws. Also paid for the service plan. Reached out to Jeromes about the service plan and the issues with the bed. Several times. Never got the screws. Never had the bed service. They did ask me to come down for sale to buy more furniture but because the furniture seems very cheap and quality and in my current experience cheaper than ****** furniture, **** Club furniture, or some ******* furniture I feel its overpriced. I am glad I got the floor model at a discount. I believe it was about $475? It might be more but the fact that they didnt include all the hardware or follow up to send the hardware and even when we moved, we couldnt put it back together because they dont have all the screws in general, upon delivery or giant dresser that cost a lot of money was actually scratched and they still havent done anything to fix the drawers on that. So essentially, I bought a nightstand, that was supposed to have USB doesnt work a triple, bunk bed, a giant dresser that is defective, and an end table piece and cant seem to get any support for those items. Bought them at the *********************************. multiple text messages exchanges and even reached out through their web form. It seems discriminatory based on their reviews.

  Business Response

  Date: 05/29/2024

  Dear ***********************, 

            Thank you for contacting us and I am so sorry for any inconvenience you have incurred regarding the furniture that you purchased. I understand your frustration and I am very sorry that you did not receive all of that hardware and that you are having an issue with the furniture in general. We try to provide all of our customers with a great overall experience and I am sorry to hear that you have not received said experience.
  
  Unfortunately, that furniture was purchased from our clearance center and/or off the floor of our showroom so there is no warranty on the furniture. Also, as that was purchased in 2022 we are not able to offer any coverage for you. If you would like we can see if we can get a price for a new hardware set for the bunk bed if the manufacturer still has that available, but we are not able to offer any other service on this furniture. 

  Thank you for your time and please feel free to contact us if you have any questions or if you would like to see about the price of the hardware. You can contact our customer service department at ************, contact us via email at ************************************** or you can contact us via text at our website, www.jeromes.com. 

   

  Sincerely, 

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

  Customer Answer

  Date: 05/30/2024

  This response is unacceptable as I also purchased the protection plan that is supposedly supposed to come with the furniture. Now if I was sold this furniture and the protection plan and told that the protection plan would be covered and yet it is not covered for clearance and or a show room furniture is not covered under the protection plan then I am definitely owed an entire refund of the amount of the order for the bunkbed and also the dresser and the plug-in USB drawer that does not work And has never worked in USB function and the protection plan.. Not only is that breach of contract. It is also theft by deception to sell somebody something and tell them you are going to include the pieces that essentially make that item functional. When I purchased the bunkbed, it was on display in the show room, and that means they have the hardware at that point to put it together. The fact that there were screws missing from them, delivering it to me means they didnt even give me my exact product. And furthermore, the fact that I reached out in 2022 and 2023 and this issue is still not resolved, is proof that the company does not want to honor its policies.

  Business Response

  Date: 06/06/2024

  Dear *************************, 

            I understand your frustration and I am very sorry for the inconvenience caused by this issue with the furniture and for any miscommunication. You did not purchase the furniture protection plan; it cannot be purchased on items from our showroom floor or clearance centers. Unfortunately, we are not able to offer service on the furniture as the furniture sold off the floor or out of the clearance/bloopers areas are sold as-is and are therefore without warranty. 
  You will need to contact an outside furniture repair company for service options. Please note that any service done by an outside company will be out of pocket. 

  Thank you for your time and patience. Again, I am very sorry for the inconvenience caused by this issue and any miscommunication regarding what was purchased and how the warranty was affected by any miscommunication. Please contact us if you have any questions. You can call customer care at ************, email us at ************************************** or you can send us a text message via the website at www.jeromes.com. 

   

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

• Initial Complaint

  Date:04/22/2024

  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 am 91 years old. I went to purchase a mattress and was pushed by a sales women (her name is on the receipt of purchase) to purchase a mattress financed at over $4,000. The mattress is defective. I have only had it 6 months. I requested for a replacement but ******'s refuses to do so because they claim the indentation of the mattress is not covered by the warranty. I have spinal stenosis, and the indentation of the mattress is not helping my medical condition that is causing pain. I have opened a claim with ************** to dispute this and would like to return the mattress as it is defective and have mattress of my choice and accommodates my needs. The mattress was delivered on 9/29/2023.

  Business Response

  Date: 04/25/2024

  Dear *****************, 

            Thank you for contacting us and I am very sorry for any inconvenience caused by this issue with the mattress. I can send a request to our management team to see if we can approve anything regarding that mattress, but we will need photos of the bare mattress as well as of the tags. If you can please send those photos either via email at ************************************* or text them to us through our website at www.jeromes.com. 
  Please do not remove the tags from the mattress, just take the photos of them in place. 

  Thank you for your time and patience. Please contact us again if you have any questions or if you need further assistance. You can email us at *************************************, text us via the website at www.jeromes.com, or you can call customer care at ************. 

   

  Sincerely, 

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

  Customer Answer

  Date: 04/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:04/17/2024

  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 purchase a two piece sectional couch synthetic imitation white leather. I had no clue it would flake all over my floor all on my guests clothing it looks like someone poured acid on them very poor craftsmanship and this company knows its garbage but they refuse to make thing right. I called and they said sorry thats it! They should do a partial refund to make it fair. Im not the only customer that purchased this substandard ******************** the internet has thousands of unsatisfied customers. I bought from Jeromes in ******************* Please help BBB

  Business Response

  Date: 04/29/2024

  Dear ****************, 

            Thank you for contacting us and I am very sorry for any inconvenience caused by the issue with the furniture. Unfortunately, it looks like you purchased that furniture in 2016, so you are outside the 1-year ******'s warranty on that furniture. As this is the case, we are not able to offer any options regarding the sectional. 

  Thank you for your time and I am sorry that we are not able to offer any service or options on that furniture. If you have any questions please contact us via phone at ************, email at ************************************** or via text message at our website, www.jeromes.com. 

   

  Sincerely, 

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

• Initial Complaint

  Date:04/14/2024

  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.

  I went into the store to make a purchase. I found a couch I liked but wanted a color change. I decided to custom order a couch based off of inaccurate information I was told. The representative told me the couch was going to be ready in 4 weeks but they had to put 8-10 weeks on the paperwork. He assured that hes seen many orders come in quickly and that the order wouldnt take 8-10 weeks. A week after my purchase, I received a text message from the store saying my order would arrive in early June. This is double the amount of time the representative verbally told me [4 weeks]. In my opinion/experience, it seems the store tells customers inaccurate information in order to make a sale. I dont believe its appropriate to enter a verbal contract and state that information on the written contract is just what they have to put on all the paperwork. This situation seems like intentional misrepresentation to me.

  Business Response

  Date: 04/27/2024

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

            Thank you for contacting us and I am very sorry for any confusion or inconvenience caused by the quoted estimated time of arrival for the special order. All of our ETAs are estimates and so even if 4 weeks is quoted, it is not guaranteed. I am sorry that this was not made clearer to you at the time of your purchase. I do see that the order was canceled for you and the refund issued.

  We try to provide all of our customers with a great overall experience with us and I am sorry to hear that you were not provided with said experience. We will make sure that all of our sales teams are reminded of our ETAs for special orders. 

  Thank you for your time and patience. 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

• Initial Complaint

  Date:04/12/2024

  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.

  The purchase date was 2/24/2024 with a delivery date of 3/2/2024. I notified them 3/31/2024 about several issues with the furniture which has a one year warrantee. The love seat fabric is already threadbare. A few days later I got a call from "*****" and she was suppose to follow up with me 2 days later. No response. After several more attempts (all via their text messaging, which I have), i eventually got a call (after they had made appointments for calls and they did not) I spoke with "******" who had me send photos of the issues, ***** you that at this point, the patio set (two of them) have both started to unravel and become useless. I was told that I would get a call back from management the following day (yesterday) with a resolution. No call. I told the *** that I was ready to put all the furniture on the law n with a sign "Free" as this is total garbage and I will take the loss.I think that this company is defrauding customers with guarantees with "American Made" home furnishing, but if you turn them over, they are clearly made in ***** and Made in *****.What ever happened to telling the truth. If it is cheaply made, then its cheaply made, don't say its quality if it is not.

  Business Response

  Date: 04/15/2024

  Dear ******, 

            Thank you for contacting us and I am so sorry for the delay in this response as well as the inconvenience caused by the issue that you have had with both the furniture and the service process. I understand your frustration with the process and I am so sorry that this has taken so long. We strive to provide all of our customers with a great customer service experience and I am sorry that we have not been able to provide this for you. 

  Looking at the order I do see that you have been approved to return the furniture. That return has been scheduled for Thursday, April 18th. 
  Because of the number of deliveries, and our routing system, we are unable to guarantee time frames. You will get the estimated 4-hour time frame around 9 pm on the night prior via email, automated phone call, and text. In addition to that, we have a delivery tracker that can help you track the truck throughout the day. The time frame is subject to change, however, we try to get the timing as close as possible. You can track your delivery the day of the delivery here: *********************************************************;

  Thank you for your time and patience and please feel free to contact us again if you have any questions or if you need further assistance. You can call us at ************, email us at ************************************** or you can contact us via text message at our website: www.jeromes.com. 

  Sincerely, 

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

  Customer Answer

  Date: 05/15/2024

  The furniture was returned per the CS agent and the manager *****. However I have yet to recieve my money and has been 13 days. What kind of scam is this company running? I disputed the charge with one of the banks (split the charge) as I decided to pay cash and needed to split it between banks.

  Business Response

  Date: 05/16/2024

  Dear ***, 

            Thank you for contacting us again and I am very sorry for the delay. That refund was processed on the 10th, so you will see that refund back on the Master Card used for the purchase either tomorrow or Monday, depending on processing times with that carrier. 
  If you have already done a reversal on the charge that *** make the process a little longer, but as of right now you should see that refund by Monday at the latest. 

  Thank you for your time and patience regarding this process. Please feel free to 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 text us via our website at www.jeromes.com. 

   

  Sincerely, 

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

  Customer Answer

  Date: 05/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:04/08/2024

  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 mattress from ******'s Furniture store in the city of *******************. When the mattress was delivered to me I saw no issues. Today 04/08/24 I was flipping the mattress and discovered mold on the bottom of the mattress.

  Business Response

  Date: 04/22/2024

  Dear *************************, 

            Thank you for your patience regarding the issue with the mattress and I am so sorry that the service took so long to complete. I do see that you came in and reselected on that furniture and that this has been completed. I am happy to know that we were, ultimately, able to help you with this issue and get this taken care of for you. We strive every day to make sure that all of our customers have a great experience. 

  Thank you again for your time and patience. 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 contact us via text message at our website at www.jeromes.com. 

   

  Sincerely, 

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

• Initial Complaint

  Date:03/22/2024

  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.

  We purchased a sectional sofa from Jeromes. One of the recliners is no longer working. The recliner wont close to a sitting position. We contacted Jeromes on 11/24/2023. They sent a service technician on 12/07/2023. The technician stated they needed to order an electrical part. On 1/4/2024I contacted ************** Furniture Solutions Network and was told that the repair company never submitted anything because we were not home. I got the repair company on a 3 way call and they informed the warranty company that they submitted a claim with the parts needed. The representative (***************************** asked that the repair company resubmit the receipt with the part needed. I asked him to send an email acknowledging our phone conversation. He emailed me saying we will review the claim. They are no longer answering. I paid the 5 year warranty and would like for the warranty company to honor the warranty and claim or replace the sofa. At this point I will never purchase from Jeromes Furniture in Corona/

  Business Response

  Date: 03/25/2024

  Dear ***************************, 

          Thank you for contacting us and I am very sorry for any confusion regarding the service and the actions taken regarding this service. Looking at the service request that we have Furniture Care Protection (FCP) requested that we order parts to fulfill the claim that you made with them. We ordered the needed part in January and the *** on that part is showing near the end of April. I understand your frustration at the delay in the receipt of the part, but as soon as that part is available you will be notified so that we can send that to you. 

  Once you receive the part you will need to contact FCP to let them know. They will send a technician to complete the installation of the part. 

  Thank you so much 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 our customer care department 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:03/20/2024

  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.

  Was sold a defective sofa that started making a squeaking noise after ten days. They sent a technician out twice to fix it and the third time he did not even show up.

  Business Response

  Date: 03/25/2024

  Dear ***************************, 

            Thank you for contacting us and I am very sorry for any inconvenience that you have incurred regarding your furniture. We would like to look into this for you, but the phone number provided is incomplete. What is the phone number that the order is under so that we can pull up that order and review the issue with the furniture? 

  Please contact us either via phone at ************, email at ************************************** or via text message at our website, www.jeromes.com. 

   

  Sincerely, 

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