Jerome's Furniture

I bought a heavy marble dining room table and six chairs. I brought my truck and was loaded by Jerome’s personnel. After unloading into my house we did not use for few days but when I sat down on one of the chairs one of the legs gave away and I fell down. A week later I took the chair to where I bought it to get a replacement the employee and the manager refused to give me refund or exchange. Bad customer service will not go back to Jerome’s anymore.

My wife and I went into the store on West Morena Boulevard on November 8th and placed an order for a variety of bedroom furniture and were told everything was in stock. A week later I was told by my sales rep delivery would occur at my home the upcoming Monday early in the morning, so I coordinated with my work to come in late so I could receive my furniture. However, no one showed up resulting in me calling customer service where I was informed that no delivery was actually scheduled and on top of that, my bed frame was not actually in stock. Then I reschedule delivery for the other furniture and was told it would arrive the following morning which I requested due to work again, later in the day I get an email confirmation that it would occur from 8-12 after I was told by the rep they would deliver first thing at 5:45am before I had to go to work. While I appreciate that the manager also sent a temporary bed frame for me to use, I don't appreciate the misinformation I was given after she coordinated it. After she told me she would send the bed frame I called customer service in the store and asked them if I need a box spring for the bed frame and they assured me no. Well, the first the delivery man asked me was "where is your box spring?" After the furniture was finally delivered I have followed up with the store numerous times to inquire about my bed frame and every time all they have to say is it is the manufacturers fault that my bed frame still has not been delivered. According to the store the manufacturer has changed the date at least five times. The most recent delivery to the store was supposed to be December 8th and I called this past Wednesday when the store told me it will likely be another two weeks. This is frustrating not only because I placed my order back on Nov 8th and supposedly everything was in stock, but also because it doesn't seem like the store is willing to put any kind of pressure on the manufacturer. While I get that it may be the manufacturer dropping the ball, I did business with Jerome's and it is your reputation on the line. Additionally, after I was originally informed that the my bed frame was not in stock the customer sales rep in the store told me that unfortunately the closest store with it in stock was a store in LA. So now I am led to believe that at this point, Jerome's would rather have me wait at least a month and a half instead of having one brought down from LA two hours away. Ultimately, all I am looking for is the bed frame my wife and I chose. We want a brand new one, not a floor model as offered if we did not want to continue to wait and wanted the bed frame before the manufacturer could deliver. If possible, I would like to deal with management away from the store I have been working with because I am tired of getting excuses, such as "this happens sometimes around the holidays due to it being hectic" and the run around instead of someone pushing to get me the bed frame that was promised to me by Jerome's in the first place. I apologize if it comes across as venting but my patience is running out after several of my friends highly recommended the company for my furniture.

Earlier this year we had purchased a living room set and a dining room set from the Jeromes at 1190 West Morena Blvd in San Diego. Initially the sales part of our experience was good. We had been told that the coffee tables and lamps were not in stock but that we should receive them in two weeks. We were scheduled to receive the couches and dining room set. The delivery was running late and eventually the delivery men came to our home at 2:00 a.m. By the time they finished unwrapping the furniture and left it was 3:00 in the morning! The next day I went to the store to discuss this and the fact that we had expected 6 chairs rather than just 4. I found out at that time that the order only called for 4 chairs so I purchased the other two and the store manager was kind enough to give me a credit to compensate for the crazy delivery time. Note that when we purchased the furniture we had paid half in cash and the other half was financed. The balance of the financed amount was paid off in a lump sum in June. Now we were waiting for our coffee table set and the lamps and did not receive a phone call or card or anything to let us know that it had been delayed. Overall, we had called every two weeks to find out what the status was and after two months of this we had to give up and cancel that portion of the order. Never once did we ever get a courtesy call to let us know what the status was for the remaining items. That is the first part of my complaint. The second part is regarding the finance dept. problems I've had. When I had gone back to the store and purchased those remaining two chairs I had paid for them using my debit card. I had thought that I was paying for them directly. I found out much later that the store had instead credited the GE Money account instead and then when the chairs were delivered, that account was charged. The problem with that is that I didn't know this was going to occur. When I got my first statement from GE Money I thought there had been an error. It took many phone calls all from me to figure out what had happened. Keep in mind that no one EVER bothered to take responsibility for getting back to me. I finally spoke with Sylvia Salas in the finance dept. and she was able to explain what had happened. I paid the initial amount that I owed but had asked that Ms. Salas have the late fee and interest charges reversed. She said that she would do that but it never happened. I emailed her several times after that asking her to follow up which she did not do. Nor did she ever contact me. I have finally given up and paid those outstanding charges since the effect on my credit scores is not worth the continued trouble. However I am disgusted with the level of customer service that we've received from Jeromes. I will make sure to tell everyone I know to never, ever shop at Jerome's. Overall the experience has been extremely frustrating and maddening.