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:05/01/2023

  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.

  We purchased a reclining sofa in April of 2019 along with a 5 year extended warranty plan. Now, the bottom of one of the recliners is torn and the stuffing is falling out. We went into a Jeromes and was told to contact **************************** only to be told by Guardian that we don't hold a policy with them. We contacted ******'s again and received a text message that we actually have our warranty plan through Furniture Care Protection. Again, we tried to contact them, but have not been able to get a hold of anyone or received a phone call back. I even tried to submit a claim online and still nothing. At this point, we just want our $230 back that we paid for the extended warranty, since no one at ******'s is willing to help and it has been a waste of money.

  Business Response

  Date: 05/06/2023

  Dear *****, 

            Thank you for contacting us and I am so sorry for the inconvenience caused by the delays regarding this service. Looking at your order and file I see that you have spoken to customer service and they have sent a request to Furniture Care Protection (FCP) to have them contact you. Please let ** know if you do not receive contact from them within the next few days so that we can see how we can help. 
  Thank you for your time and 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. 

  Thank you again for your patience. 

   

  Sincerely, 

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

• Initial Complaint

  Date:04/26/2023

  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.

  My wife and I purchased a table and a sectional sofa on 3/14. We were told it wont be in until the end of the month. We called to follow up on 4/5 and the rep told us it will all be in writhin 6 days. Most recently I called on 4/21 and the rep told me the items arent expected to be in until mid May he will put in a note and have the floor manager call us. It has been 5 days no call from management. The cs reps have been great and told me they understand my concern and this is something that happens often. It very frustrating to not get communication when spending 3k dollars. We are looking forward to our furniture and dining set, but cant get any clarity.

  Business Response

  Date: 04/29/2023

  Dear ******, 

            Thank you for contacting us and I am so sorry for the delay in the receipt of the dining set. The table is in stock, but the chairs and the bench have been delayed to the beginning of June at this time. If you would like, we can refund the delivery fee for the inconvenience caused by the delay in the receipt of the furniture. Please let us know either via call, email, or text if you would be interested in the delivery fee refund. 

  Thank you so much for your time and patience regarding this issue. You can call customer service at ************, email us at ************************************** or text us through the website at jeromes.com. 

   

  Sincerely, 

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

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refuse to honor their 5 year warranty on a $700 sofa that I purchased in the ********** store. I have wasted a month of my time dealing with their irritating run around. Hopefully you will be able to help before I have to hire an attorney.

  Business Response

  Date: 04/27/2023

  Dear *******, 

            Thank you for contacting us and I am very sorry for any inconvenience caused during your claim process with Furniture Care Protection, the 5-year furniture protection plan. Looking into this order and the services that have been offered, I do see that FCP denied the claim and that you were made aware that we are not able to cover the furniture since the issue is outside the 1-year ******'s warranty. I see that our representatives are looking into getting the prices for parts so that the cushions can be taken care of. As soon as we have that information we will let you know so that we can get those ordered. 

  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 us via the website at jeromes.com. 

   

  Sincerely, 

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

• Initial Complaint

  Date:04/15/2023

  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.

  For the past 3 weeks I was making an attempt to buy a bedroom set and now TV stand from ******'s furniture. But my experience has been less than professional. It started with a salesman hanging up on me because I called with the question regarding something they had on their website. I eventually got to the store manager ***** and things went from bad to worst. I have currently been told by her that she would contact me on three different occasions it never happened. I've gone to the store three times already to follow up. The only bright spot that I've experienced in the billing department is Miss ****** she is professional shows empathy, and is courteous and does an excellent job. She is the one shining light in this experience and I'm grateful for her. She has also had a front-row seat to everything that I've experienced thus far she even took my phone call when I was hung up on by the salesperson. I spoke to ***** once and she sent messages to me through employees that she would be contacting me but that never happened. Today I gave up and I was just going to purchase the entertainment stand. But it is defective, I asked Ms ****** if she could have someone from the warehouse to see if they could adjust the door on it. I initially spoke to the warehouse *************************** made me feel like I was bothering him he had more important things to do. Then I spoke to **** he seemed to be annoyed and bothered as well and made excuses for not being able to fix the issue. I then requested Ms ****** if she could put the item on hold for me until Monday to give me time to reach the district manager *****. At this point in time this is the only person I would like to speak to so that I can share my shopping experience with ******'s furniture. The ironic thing is I've been a customer of this company for over 30 years. Definitely not the same as it used to be the salesman are pushy and lack people skills. I'm extremely disappointed that the store manager ***** never followed up with me I know we all have busy schedules but we both have multiple opportunities for this to happen. So I'm hoping to hear from ***** the district manager to express my concerns thank you.

  Business Response

  Date: 04/19/2023

  Dear *****, 

            Thank you for contacting us and I am so sorry for the inconvenience caused by the issues you have had with the sales team and the other personnel that you have had contact with, with the exception of ******. I am very pleased to hear that ****** was able to help you so far. I understand your frustration and I will make sure that the management team is made aware of the issues that you have had thus far so that they can address this with the sales team. 

  We strive to make sure that all of our customers have a great experience with us at every level possible and I am so sorry to know that we have failed to offer you said experience thus far. We can only hope that you can return and visit us again so that we can provide you with an overall excellent experience. 

  Thank you for your time and patience. Please feel free to contact us again if you have any questions. You can call us at ************, email us at ************************************** or you can text us through the website at jeromes.com. 

  Sincerely, 

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

  Customer Answer

  Date: 04/19/2023

  I again respectfully request to speak to a member of management preferably a district manager. I have an item on hold as well as I have intentions of purchasing East Bay bedroom set. The item on hold was the last one and the price was raised higher than the original price marked on the back of it. I was informed that the district manager is **************** on my experience thus far with drones again I respectfully request that the district manager contact me by phone. I really don't think this is too much to ask especially considering I have been shopping in that store for over 30 years. My contact number is area code ************. Going forward your response to this will let me know if you are truly remorseful for what is transpired thus far hope to hear from a member and upper management soon thank you

  Business Response

  Date: 04/28/2023

  Dear *****, 

            Thank you for your reply and I am so sorry for the delay and that you have not had a great experience with our personnel. I have let upper management know that you would like a call back from them, so please expect a call within ***** business hours. 

  Please let us know if you have any questions or if you need further assistance. You can call us at ************ or email us at ************************************** You can also text us via the jeromes.com website. Thank you so much for your patience. 

   

  Sincerely, 

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

  Customer Answer

  Date: 05/02/2023

  
  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, I have spoken to regional director **************************, we had a very productive conversation he showed a great deal of compassion and empathy for the situation, most importantly he listened. And I am completely satisfied with his response it's a shame that he had to take time out of his busy schedule to resolve an issue that could have been taken care of at a store level. Again I thank him for his time and his excellent customer service and attitude towards what he does thank you.
  
  ***********************
  
   
  

• Initial Complaint

  Date:04/13/2023

  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.

  Purchase 5 year warranty from Jeromes furniture I have been calling them no answer no reply finally went in the store to get help then she tells me to lie about when it happened so they could fix it and it been five months and still nothing Ive called requesting a supervisor from Jeromes furniture and the warranty company

  Business Response

  Date: 04/19/2023

  Dear ****, 

            Thank you for your patience regarding this claim and I am very sorry that you have not been contacted by Furniture Care Protection. Looking into this, I do see that the claim was denied due to the lack of reason/cause for the tear. Unfortunately, we are not able to offer any service on this as you are outside the 1-year ******'s warranty. 
  If you would like, we can contact Furniture Care Protection regarding this and see if we can get them to reconsider their initial decision. If this would interest you, please contact us to let us know. 
  Thank you for your time and please feel free to contact us again if you have any questions or if you need further assistance. You can call in at ************ or email us at ************************************** You can also text us via the website at jeromes.com.

   

  Sincerely, 

  ******'s Furniture

  Customer Answer

  Date: 04/19/2023

  What is stated in the email is not what we were told they stated that tears or rips are not covered in the warranty. We then told the representative then why were we not told us before we even purchased it if we knew that was the case we wouldve never purchased extended warranty. So basically customers are paying for extended warranty getting bad customer service no callbacks for nothing.

  Business Response

  Date: 04/28/2023

  Dear ******, 

            Thank you for your reply. Rips and tears should be covered by the furniture protection plan unless they are within1-inch of a seam, they have been caused by a pets claws or teeth/beak/mouth, or they have been caused deliberately. Do you have the claim number from the protection plan company? If so, please send that to us so that we can contact them directly for more information on the claim. 

  Thank you for your patience regarding this process. If you have any questions or need more assistance you can call us at ************ or email us at ************************************** You can also text us via the jeromes.com website. 

   

  Sincerely, 

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

• Initial Complaint

  Date:04/12/2023

  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 ******'s Estate 3.0 mattress for a total of $2,576.70 on Jan 28, 23. My wife and I were not comfortable to spend much money on a mattress. However, the ******'s sales supervisor, *************************, told me that it has a non-prorated and no-question ask if there any problem with this said mattress. She stated there is nothing to worry about it. Once we took the delivery of the mattress, it has been given us nothing but physically pains because it has a sinkhole problem and likely due to the poor design, poor construction, cheap materials used. Thus, it is causing us these health problems in short and long terms as the followings:1.Neck and Back pains.2.Obesity.3.Lung and throat irritation 4.Weak immune system.5.Heart conditions.6.Memory issues.7.Premature aging.8.Drowsiness.9.Joint soreness.10.Lack of concentration.When I contacted ************** regarding the defective mattress issue, she referred me to communicate with her ****************** Services Manager, *******************************. On Feb 24, 23, ******** told me she will resolve this defective mattress and agreed to send a Service Technician to inspect and fix the problems on the mattress. She told me to send photos to show the sinkhole issue. I told her no photo would be able to show the mechanical failures visually, especially there are hundreds of inner springs that are hidden inside the mattress. So, she approved to send the service technician, but it would take **** business days for a tech to reach out. After 2+ weeks, nothing happened, I emailed ********, and she stated a reminder to her team to contact to me. By Mar 23, 23, ******** stopped responding to me and her customer services/technical services team did nothing as well. The Jeromes Furniture management/representatives have been stalling and refuse to honor their warranty. From the Yelp! Reviews, it appears I am not the only one they scam on.Please help to make this right and prevent any future consumers from falling to a victim.

  Business Response

  Date: 04/15/2023

  Dear ****, 

       Thank you for contacting us and I am so sorry for the delay in service that you have experienced. I am happy to assist with having a tech sent out, however to proceed, can you please provide details on the defects that are occurring on the mattress? Additionally can you please confirm the address for any services that *** be needed and provide a picture of the complete top of the mattress and a picture of the law tag attached to the item as well as confirm that there is proper support and that there are no stains or odors on the set as we are required to get this information before we can have a tech sent? Once I have this information I can see what options *** be available. Please let me know if you have any questions or concerns or if there is anything I can help with anytime.
  

  Please send that information either via call at ************, email at ************************************** or via text through the website at jeromes.com. 
  
  Thank you for your time and we appreciate your patience. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:04/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a custom sofa and what I got was a sofa that was unfinished with a hole in the material. I contacted Jeromes immediately via phone and was assured I would get a call back. Instead of a call, I received an email a few days later stating they want to send a technician. i said no. Jeromes has my money and delivered a poorly made product. I want an exchange for a new sofa that is properly completed without a hole. Ive called over 8 times since receiving the sofa over 2 weeks ago. When I call customer service, they promise to call me back and research the matter; and they have yet to call me back. The irony is that after each call they send me a customer service survey. Are you kidding me. Jeromes, you should be ashamed that you took my money and delivered a poorly made sofa and now refuse to fix the problem. Please deliver the sofa,I paid for.

  Business Response

  Date: 04/10/2023

  Dear ******, 

             I am sorry for any inconvenience caused by the delay in this service for your sofa. I understand your frustration and I am sorry that you were dissatisfied with the decision that was made to repair the small hole in the arm of the sofa. Because of where the damage is and the size, we would need to send a technician to repair that if at all possible. If the technician fails to fix that then we can look into other options for you, but as of right now, sending a technician to repair that would be the only option we can offer. 
  Please contact us to schedule a service on that sofa. You can call customer care at ************ or you can email us at ************************************** You can also text us via the website at jeromes.com. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:03/27/2023

  Type:Product 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.

  Purchase adjustable ************** cover. Canceled both took mattress cover with me they said I could return cover for refund as long as it was not opened. The bed I canceled before delivery.. tried getting refund for cover they said they had to check with corporate & took a long time to respond! They finally said refund is approved but when I returned mattress cover to San ****** store they stated they would only give me store credit. I need my money returned $190.00 . I was & still need an adjustable bed Im recently out of back surgery from a fall on bottom of stairs . Im still in pain Ive been permanently disabled for over 20 *********** hurt again Im close to 80!yrs old & was hurting when I shooed there. They were very disrespectful and not knowledgeable. They offer no sales tax & thousands of dollars all the time . I warn older people not to do business with them there phony! Calling themselves local furniture stores!

  Business Response

  Date: 03/30/2023

  Dear *****, 

   Thank you for your patience and I am very sorry for any inconvenience that you have incurred during your experience with us. We can go ahead and refund the cost of the mattress protector, which was *****, back to the card that was used for the purchase. That request has been sent to the showroom so you should see the refund back within 4-6 business days. 
  

  Thank you for your time and patience. We will be looking at this order to see how we can improve systems and policies in the future, so we can only hope that you can come and visit us again soon so that we can provide you with an improved experience. 

  Please contact us if you have any questions. You can call us at ************ or you can email at ************************************** You can also text us via the website at jeromes.com. 

  Sincerely, 

  ******'s Furniture

  Customer Answer

  Date: 03/30/2023

  the card used Discover card is no longer in use& is canceled send me a check or I will give you a different card to credit!

• Initial Complaint

  Date:03/23/2023

  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.

  We bought two leather sofas back in April 2022. Not even a year old and the interiors on all four arm cushions are deteriorating. We have a one year manufactures warranty that was denied becuase of dog hair on the couches . But in addition to that warranty , we bight an extra 5 year oops plan. Jeromes sells the plan that ANYTHING CAN HAPPEN and they will replace the couch . Well .. thats has come to a stall too . No one will return phone calls or emails . In the mean time , Im still paying on couches that are ripping . Brand new couches . Ive call the credit company who holds the balance of the couches and she just kept saying there is nothing we can do . I will not be paying for couches that continue to fall apart . I want Jeromes to take the couches back at this point , and forgive the rest of the balance . I will take the Loss for what Ive already paid .This is 100% manufactures problem but Jeromes should honor their extra warranty they sold us since the manufacture is not honoring theirs .Synchronimy band is the credit company .Please advise ad to who I get a faulty product to be returned .

  Business Response

  Date: 03/30/2023

  Dear ****, 

   I am very sorry for the inconvenience caused by the issue with the sofa and loveseat. Did you receive a claim number from the 5-year furniture protection plan regarding the claim that you put in for the issue? If so, can you please let us know what that claim number is so that we can check for information on that? Can you also please send more photos of the arms that are having the issue with the covers? We would like to see how we can help you regarding this sofa and loveseat and the photos will go a long way in letting us do that. 
  

  Thank you for your time and patience. Please call us if you have any questions at ************. You can email us the photos or with any questions that you may have at ************************************** you can also text us the photos and any questions at the jeromes.com website. 

   

  Thank you again for your time and we look forward to helping you with the sofa and loveseat. 

   

  Sincerely, 

  ******'s Furniture

• Initial Complaint

  Date:03/18/2023

  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.

  - Date of Transaction: 6/10/2022 - Amount of Money Paid: $1,862.02 - Business Commitment: New Leather Couch with a 4 year extended furniture care plan in the amount of $249.00.- Nature of the Dispute: Stitching pulled out of the couch I purchased, the inner workings are now exposed (pictures attached). ******'s is refusing to honor both the factory warranty and the extended warranty. ******'s said they will not honor the factory warranty because it appears that the stitching is coming off due to abuse from a "large or heavy person". The extended warranty was refused on the basis that it does not take affect until after the 1 year factory warranty is used and appears to be a manufacturers defect, which would need to be handled by the factory. - Business Trying to Resolve: I spoke with the store manager, ***********************, and he offered me to replace the couch at a 60% discount. But why would I want to pay any additional money for something that is under factory AND extended warranty.- Sales Order #: 0605208TT25 - Customer ID: *******

  Business Response

  Date: 03/20/2023

  Dear ******, 

   Thank you for your patience regarding our service process and I am very sorry for any inconvenience you have incurred regarding the sofa. We would like ot see how we can help you with that issue. Please send photos to us here at ******'s Furniture so that we can take a look at that. You can send those photos via email at ************************************* or you can send them via text through the website at jeromes.com. 

  As soon as we get the photos and take a look at them we will contact you regarding service that we can offer to fix the issues. Thank you again for your patience. Please feel free to contact us if you have any questions or if you need more assistance. You can reach customer care via phone at ************ or via the email address/texting service above. 

  Thank you so much for your patience and again, I am sorry for any inconvenience. 

   

  Sincerely, 

  ******'s Furniture