Complaints

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

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  Jerome's Furniture Warehouse

  16960 Mesamint St San Diego, CA 92127-2407

• 

  Jerome's Furniture Warehouse

  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:08/24/2023

  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 set of dining table years ago within half year, the chair was broken. I came back for repair, the store offered credit to exchange because it was a manufacturer issue. I could not find a set to replace at that time. I was told by staff the credit is in the system and will not expire. I came back after pandemic and the store manager, ********************** said the credit was expired. The store is not ***** or willing to do anything about it. I was angry and helpless about this robbery behavior.

  Business Response

  Date: 08/28/2023

  Dear ***************, 

           Thank you for contacting ******'s Furniture regarding this issue with your furniture. I am so sorry for any confusion or miscommunication regarding the available credit and our reselection processes. There are notes in this order regarding a reselection from back in 2019 and the notes do state that the reselection needed to be done within 30 days. 

  That being said, I also see that you have spoken to customer service regarding this and regarding the Guardian Protection Plan that you had on this order and that they may be able to help you with this set. Please let us know if you still need assistance with this chair and the service on it. You can call customer care at ************, email us at ************************************** or you can text us via our website at jeromes.com. 

  Thank you for your time and please contact us again if you have any questions or if you need futher assistance. 

   

  Sincerely, 

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

• Initial Complaint

  Date:08/02/2023

  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 ordered a coffee table in Jan ***************************************************************** the meantime, I also purchased the matching end table, which was delivered on schedule. To date, I have not received the coffee table even though it was promised several times. Now I am being told to expect it in September. I am fed up and have requested a refund on *************, as I keep getting jerked around on the coffee table. They are refusing. Not happy with this. My demand is to return ************* if the coffee table is not delivered soon.

  Business Response

  Date: 08/09/2023

  Dear ******, 

            Thank you for contacting ******'s Furniture and I am so sorry for the delay in the receipt of the furniture. We would like to look into this for you and see how we can help you. Please contact us with the phone number that the order was under so that we can pull that order up. You can contact us via phone at ************, email us at ************************************** or text us via our website at jeromes.com. 

  Thank you for your time and patience. Please feel free to contact us for more information, if you have any questions, or if you need further assistance. 

   

  Sincerely,

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

• Initial Complaint

  Date:07/24/2023

  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.

  Dear ***/*****,I am writing this letter to file a formal complaint against Jeromes and its associated protection plan company for the issues I have encountered with the purchase of a bed and sectional couch from your store.When we purchased the bunk bed from Jeromes, we opted for the protection plan, expecting any potential issues to be taken care of promptly. Unfortunately, our experience with the protection plan company has been nothing short of frustrating and unsatisfactory. The workers that built it, damaged it upon assembly and when we called to get it fixed only a replacement was offered as the bed we purchased was discontinued. Unfortunately nothing Jeromes had matched the rest of the furniture we already had. Considering the importance of the bunk bed in our household, we were looking for a replacement that matched the style, quality, and functionality of the original bed. It was disheartening to discover that no suitable alternatives were available.Throughout this process, I must mention the appalling behavior of the protection plan company's customer service representatives. Every interaction with them was characterized by rudeness, lack of empathy, and a complete disregard for the inconvenience caused to us. **** the manager of the protection plan should have her customer calls screened to see if the behavior she had with my husband is a constant. Her rudeness and unwillingness to help a customer should be addressed.Their dismissive attitude and failure to provide a viable solution further compounded our frustration and dissatisfaction with both Jeromes and the protection plan company.Resolution Requested:As a concerned consumer, I request the following resolutions to rectify the situation:1. A prompt and suitable replacement for the damaged bunk bed that matches the original style, quality, and functionality.2. Improved customer service training for the protection plan company's representatives to ensure better communication and empathy towards customers.3. A written apology from Jeromes and the protection plan company for the inconvenience, stress, and time wasted due to this whole ordeal.I trust that the Better Business Bureau will intervene in this matter and help facilitate a fair resolution. I hope for a prompt response and resolution to this issue to restore my faith in Jeromes as a reputable company.Thank you for your attention to this matter.Sincerely,*******************

  Business Response

  Date: 07/28/2023

  Dear Leedesiree Rubalcalba *****, 

            Thank you for contacting us and I am so sorry for the inconvenience caused by both the issue with the bed as well as any poor behavior by any customer service personnel. Looking at your account I do see that you were offered a reselection last year, July of 2022, and we are willing to honor that reselection offer. You can come into any of our showroom locations within the next 14 days to select new furniture up to equal or greater value to the bunk bed in your home. Please note that if the new furniture is more than the available credit from the bunk bed then you will be responsible for the difference. 

  Regarding the behavior of customer service, the OOPs protection plan company is a separate company from ******'s Furniture. We have noted your statements and we have forwarded them to the protection plan company so that they can use them for training purposes. We will also be making sure that our own customer service personnel are following our training correctly with regards to customer relations. 

  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 us at ************, email us at ************************************** or you can text us via the website at jeromes.com. 

  Sincerely, 

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

  Customer Answer

  Date: 07/29/2023

  we have tried to exchange the bed but there is nothing that matches our set we had prior. We picked that bed because it matched the prior set we had. Currently only one bed is similar in price but the color is not correct. 
  

  as for the couch, parts of the frame have broken, just by sitting on it, one piece was replaced once but other parts are failing had they been address by warranty company responded timely the fixes wouldnt have been so drastic. When purchasing the warranty we were told by Jeromes salesman that all issues are covered. Yet this is not the case according to the warranty company. Im all fairness replacement of the broken pieces should be considered and refund of the warranty would be better suited. We were told they would contact us immediately and no one has contacted us since last message.

  Business Response

  Date: 08/07/2023

  Dear **********, 

  Thank you again for your reply and I am very sorry for the inconvenience caused by the issues with the furniture. I have seen the photos of the one reclining unit, but can you send photos of the other pieces of the sectional, if you are having issues with those? 

  Regarding the bed, unfortunately, we are not able to offer anything more than what has been offered already. Did you buy the whole bedroom set with us at the same time as the bed or were you matching that bed to a set you already had? 

  Thank you for your time. You can reply via email at ************************************* or via text at the website, jeromes.com. 

   

  Sincerely, 

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

• Initial Complaint

  Date:07/20/2023

  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 the protection plan for the furniture I purchased at Jeromes and they are responding to provide the service they continue to take my information and take no action. I would like my furniture serviced per our agreement.

  Business Response

  Date: 07/22/2023

  Dear ******, 

            Thank you for your patience regarding the claim that you have been trying to make with Furniture Care Protection. They are a separate company from ******'s Furniture, but we would like to see how we can help you with this. Have they provided you with a claim number? If so, please provide us that number so that we can inquire directly about that number. 

  If they have not provided you with a claim number, can you let us know what furniture you were making a claim on so that we can inquire that way? 

  You can contact us via phone at ************, via email at ************************************** or via text message at jeromes.com. 

  Thank you again for your time and please contact us if you have this information or if you have any questions. 

   

  Sincerely, 

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

• Initial Complaint

  Date:06/20/2023

  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 going to try to keep this short. Me and my husband purchased a large 4 piece sectional on May 16, 2021 with the extended optional warranty in the total amount of $2,585.00. I filed a claim with jeromes 7 months after owning the sectional because the material began to pill and the cushion where you sit , back rest, and headrest. I emailed multiple photos for the claim i was told it would takes months to receive parts. When i finally received the parts I received random pieces of fabric and a wedge frame without any fabric. Then more weeks went by and a technician was sent out to repair the technician came out and was unable to do the repairs because it was extensive work the technician even said at this point the sectional was not repairable. I contacted Jeromes again and this time they were going to send out someone to pickup the sectional and complete the repairs in their warehouse. driver comes out and is unable to pick up the sectional due to Jeromes not giving clear instructions. The same driver stated the condition of the sectional is not even reparable. Driver even got Jeromes customer service on his phone to explain the problem to them, handed me his phone directly so i can speak to customer service myself and then i was instructed that a new appointment would be made for ANOTHER driver to come out to pick up the sectional to take to warehouse for repairs and they also instructed me to contact furniture care protection and to file a claim with them. The driver left i still have the sectional and nothing has been done to fix the problem. I tried contacting Jeromes again and no answer. So now i am here hoping to just to get a refund for my total that i paid i dont want anything to do with this business anymore. If pictures are needed for support i have all documentations. I want my refund.

  Business Response

  Date: 07/01/2023

  Dear *****, 

            Thank you for your time and patience regarding this service and I am so sorry for the delays and confusion about what was to be done. Looking at the orders I see that the pieces were picked up and brought to our shop so that we can complete the repairs. As soon as those repairs are completed we will contact you so that we can send the sectional back to you. 
  Thank you again for your patience. If you have any questions please feel free to contact us. You can call us at ************, email us at ************************************** or you can ******* via the website at jeromes.com. 

   

  Sincerely, 

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

  Customer Answer

  Date: 07/02/2023

  
  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:06/13/2023

  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.

  I purchased a Top Grain Leather loveseat from ******'s Furniture in 2019. The loveseat was advertised as having Top Grain Leather on all parts that touch your body. Part of the seat is made of VINYL. ******'s refused to make this right and refund me part of the cost.

  Business Response

  Date: 06/21/2023

  Dear ********, 

            Thank you for contacting us and I am very sorry for the delay in service and any inconvenience that you have incurred regarding this furniture. Looking at the account I see that a new seat cushion casing has been ordered at the request of Furniture Care Protection, the extended warranty company. The *** on the part is showing near the end of September at this time and that will be shipped directly to you as soon as that is available. Once you receive that part, please contact FCP so that they can send a technician to complete the installation. 

  Thank you for your patience. Please contact us again if you have any questions or need further assistance. You can contact us via phone at ************, email at ************************************** or via text message at the website jeromes.com. 

   

  Sincerely, 

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

• Initial Complaint

  Date:06/12/2023

  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 5 year warranty on a dining room set. I called because the paint on the furniture was coming off. For over six months I called and asked for someone to come and repair. I received several Order numbers but no one would call and follow up. Every time I called they would apologize and just give me another number and said the repair people will call. This table always has a cover over it so the table was not abused. Its in a house with no children. Then my son came to visit and sat on the chair and the side piece of the chair broke. When we called again about the table top and mentioned the chair they said to take pictures and send it in. We did and again no call back. At this time we are upset with the lack of customer service. So the next call we were not so pleasant and complained about the lack of acknowledgement. We were passed on to another lady who said there is too much damage and we cannot help you and hung up. She did not offer us a solution. I would of bought another chair but they wouldn't even talk to us. It was so rude This is the worse customer service. When they sold me on the warranty they said that if they cant fix it they will replace. That appears to be a fallacy as they made not attempt to do either.

  Business Response

  Date: 06/21/2023

  Dear ****, 

             Thank you for contacting ******'s Furniture and I am sorry for the delay in this response and any inconvenience caused by the issue with the dining set. Unfortunately, you are outside the 1-year ******'s Furniture warranty. You will need to contact the 5-year furniture protection plan for service on the dining set. You can contact Furniture Care Protection at ************** or email them at ********************************************* to file a claim. Please make sure you report the incident within 3-5 days, and provide an explanation as to how the incident occurred. For more information on what is covered, and what is not covered, please see the following link: ***************************************************************;
  Thank you for your time and patience. Please contact us again if you have any questions or need further assistance. You can call us at ************, email us at ************************************** or text us via the jeromes.com website. 
  
  Thank you. 

  Sincerely, 

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

• Initial Complaint

  Date:06/05/2023

  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 bought a split California king adjustable bed base with a 10 year warranty , within 1 week of delivery the first base broke I contacted the showroom and was told Jeromes would not honor the warranty that I had to call the manufacturer , I called the manufacturer numerous times during this time the second base broke , I called Jeromes again and asked for a refund which they denied , finally 2 weeks later the manufacturer called and asked for pictures which I provided , another 2 weeks and many unanswered calls by both Jeromes and the manufacturer and the manufacturer approved the replacement , Jeromes delivered it , again last week the 3rd frame broke , now again I am getting the run around by both Jeromes and the manufacturer and once again I asked for a refund and told no by Jeromes. The only way I have to contact Jeromes showroom is through a chat service they dont answer their phone at the showroom and it gets transferred to somewhere else and they tell me they will pass my number along and I will get a call back but they never do call , due to the quality of the base and the fact that I have tried and broken 3 frames now I request a refund not a replacement , I have even offered to compromise with Jeromes and they refuse to compromise or work with me.

  Business Response

  Date: 06/10/2023

  Dear ****, 

            Thank you for your patience with the ******'s Furniture service process and I am very sorry for the delays and for any inconvenience caused by those delays. I understand your frustration and I have contacted our upper management team to review the order, services, and other information that we have regarding the issue with the bases. I have requested an authorization for a refund and, though I cannot guarantee that we will be able to accommodate that request, I will contact you again as soon as I have an answer from upper management on solutions to this issue. 

  Thank you again for your time and you can contact ** if you have any questions or would like to add any information to the order or services. You can call us at ************, email us at ************************************** or you can text us via the website at jeromes.com. 

  Sincerely, 

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

  Customer Answer

  Date: 06/11/2023

  
  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:05/26/2023

  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 purchase a dresser with mirror from ******'s Furniture in Anahiem for my daughters room with a 5 year protection plan. In February one of the dresser door fell off and I contacted ******'s protection plan and informed then of what happened and they told me no problem we will get you a replacement. At the end of March I received new gliders for the dresser door but not door itself. I contacted them again to inform them that I needed the door as well as it do not come with the gliders. They stated that don't know what happened and they would look into it and someone would call me back. No one ever called me but I received an email stating that would receive the door mid or the end of April. It is now the end of May and still no door. I just contacted them again to informed ******'s that I have still have not received the door and they stated that they don't know what's going and they would need to contact the manufacturer and get back to me. The is ridiculous. At this point I either want the door or my money back for the dresser and the warranty as it does not work when you need to use it.

  Business Response

  Date: 05/31/2023

  Dear ******, 

            Thank you for contacting us and I am very sorry for the issue with the service. I would like to help you with this matter, but I need some clarification, please. You made that claim with the 5-year furniture protection plan, correct? I see that we ordered a complete drawer for you at their behest, but you only received the runners for the drawer, is that correct? Can you please send photos of what you received so that we can take a look? You can send photos via email at ************************************* or you can text them to us via the website at jeromes.com.

  Thank you for your time and patience regarding this service. 

   

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

  Customer Answer

  Date: 06/04/2023

  I do not accept his response as they are only asking me to send an email of what i have received.  I have been asked to send this picture several times by there warranty department and I still have not receive the item that is missing.  I want my missing item or refund.

  Business Response

  Date: 06/14/2023

  Dear ******, 

            Thank you for your reply and I am very sorry for the delay and any inconvenience. I do see the photo that you sent and we will need to order the rest of the drawer for you, since that is what you are missing. Unfortunately, because this repair is being facilitated by the Furniture Care Protection plan we are not able to offer any other options for this. If you need to explore other options you will need to contact FCP for those options. The drawer itself has now been ordered. The *** on parts from this manufacturer is showing the beginning of July at this time and they will be shipped to you as soon as we receive them.

  You can contact Furniture Care Protection at ************** or email them at ********************************************* to update a claim or to request other options for the repair.

  Thank you for your patience and again, I am very sorry for the inconvenience. Please contact us if you have any question via phone at ************, email at ************************************** or via text at the ******'s website at jeromes.com. 

   

  Sincerely, 

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

  Customer Answer

  Date: 06/15/2023

  This is not an acceptable resolution that Jeromes can fixed this problem.  I have been waiting for the drawer for 4 to 5 months.  You are telling to contact the ****  Who do you think I have been speaking to with no resolution.  You should not be selling furniture protection plans that apparently don't work.  This is absolutely ridiculous.  Me and my family have been long time customer of ********************** but after this never again will I purchase any items your furniture store.

• Initial Complaint

  Date:05/05/2023

  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.

  In January I ordered a sofa for my new home. I was told that the sofa would be there by the end of February/ early March. After delay and delay it was finally delivered on April 29 and only half the couch arrived which makes the sofa unusable.*********, who I have had to deal with, has not been helpful at all. I am now being told that for the remainder of the sofa its going to take another 3 months. I have paid for the sofa in full. I was reasonable and asked for a concession of around $800 for the inconvenience and repeated delays and now even longer delays and all they have offered me for the inconvenience is just under $500 I have repeatedly asked ********* for the number to corporates, which she refuses to give me. Now I am having to ask for the BBB for assistance.Thank you,*********************

  Business Response

  Date: 05/10/2023

  Dear ****, 

            I am very sorry for the inconvenience that was caused due to the issue with the initial entry of the special order into our system. I understand your frustration with the issue and I am so sorry that this was not done correctly. We have refunded the delivery fee that was on the order and the chaise was ordered for you at no charge due to the inconvenience caused by that issue. As this is the case, we are not able to offer any more concession that has already been offered. 

  You can call our customer service department at ************, which is our corporate office. I have requested a call back from management for you, so you will receive a call within 72 hours from them regarding this order. 

  Thank you for your patience and again, I am very sorry for the inconvenience caused. Please feel free to contact ** again if you have any questions or if you need further assistance. You can call customer care at ************, email ** at ************************************** or you can text ** via the jeromes.com website. 

   

  Sincerely, 

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

  Customer Answer

  Date: 05/10/2023

   

  You did not refund any delivery fee. You told me the refund was 20% off the purchase price of the sofa which amounted to a refund of $280 (of which I was credited $279).

  my sofa was a special order that I was told would be delivered no later than the first week of March. After repeated delays of which I had to call to find out that information-nobody from Jeromes bothered to call and inform me) I finally was told that my sofa (which I had already paid for IN FULL) would be delivered to my home on April 29. When the sofa was brought in, the delivery guy said You know the sofa is missing a section right?

  I immediately called ********* at Jeromes who curtly informed me that I had only ordered a2 cushion sofa.. until I texted her a photo of what was sitting in my living room.

  She then said she was going to do some research and call me back. She did call back and informed me that the missing section would need to be made and I probably wont receive it until mid to late July. The statement from Jeromes that they ordered the chase at no charge to me is unacceptable. I have paid IN FULL for a 2 seat sofa WITH a reversible chaise, and I received half a sofa with a huge space where the missing section should be ( see photo).

  How on earth did this couch get through a quality assurance when this was a special order? And now, in addition to waiting for months to get the sofa, I now have to wait another 3-4 months? Jeromes had not offered to give me a sofa even close to what I ordered temporarily until their error is corrected. 
  I had asked for an additional refund of $300 for the inconvenience and the fact that I have to wait another 3-4 months to receive the sofa I ordered and paid for in full.

  I would also like to add that I was told by ********* when I asked half a dozen times that I wanted to speak to someone at corporate over this, I was told by her that We handle the issues on a store level- there is no corporate contact. that now appears to be a lie

  Business Response

  Date: 05/12/2023

  Dear ****, 

            I am very sorry for any confusion regarding your order as well as the error in the initial order of the sectional. At the time of purchase the only item put onto the order, thus the only item charged, was the loveseat. You were not charged for the chaise at that time because it was not on the order at all. This was an error and is the reason that you have not received that yet. We are not charging you for the chaise, which has now been ordered for you. 

  You had two refunds issued on April 29th. The first was for ******, which was for the return of the mattress protector. The second was for ******, which was the delivery fee. I also see that an additional refund was approved for you, which has not been processed yet, but that is slated to be processed from our system within the next 24 hours. You can expect to see the refund for that within 4-6 business days. 

  I am sorry for the inconvenience caused by the issue with the order and the delay in getting the chaise to you. Please contact ** again if you have any questions or if you need further assistance. You can call customer service at ************, email ** at ************************************** or you can text ** via the jeromes.com website. 

   

  Sincerely, 

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