ITC Delta Com Communications inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Jerome's continues to lie to me. I am very sorry this poor retailer has come to the [redacted] we do not need companies like this in our area. They called yesterday and said that a new person would come out and make a new report tomorrow at 8 am. The guy called today and he will not be here at 8 am, he is coming between 4pm and 8pm AT NIGHT. He advised me if I don't agree to that then they will not come at all. How can you give Jerome's a AAA rating they have terrible warranties, they sell furniture with manufacture defects and you have been NO help at all.Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I don't feel like this store really wants my business. I was inconvenienced, and that day all that they could offer was 10% off (new items only) which was a slap in the face. Now I'm being offered free shopping and with restrictions, which is another slap in the face. I think I will just take my business elsewhere because all Jerome's [redacted] has for me is petty offers. As a consumer, that is very degrating. As far as the tag being moved by another consumer is not true since that manager stated the the salesperson forgot to put the "sold" tag on.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID [redacted], 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

In regards to this claim
the original sleeper was not sold with the cool touch gel mattress.
 
The mattress which is
sold with the sleeper the consumer originally purchased is a memory foam
mattress.  The cool touch memory gel mattress which we sell is sold as a
regular mattress not with the sleepers.
 
Unfortunately we cannot
comply with the consumers request for a free cool touch gel mattress, but the
offer of 10% off the new selection and free delivery is still available.
 
Please feel free to
contact us directly at [redacted] should you need further information.
 
 
Sincerely,
 
Jerome's Furniture

This consumer was
contacted directly by [redacted] and a service was completed yesterday 6/28/15.
 
We apologize for any
inconvenience which occurred.
 
Should the consumer need
additional assistance, please do not hesitate to contact us at ([redacted]
 
 
Sincerely,
 
Jerome's Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Prior to Contacting the Revdex.com, a Jeromes employee told me that he could offer me a store credit. I visited the Jeromes store in anticipation of finding another couch.  However, my preference at this point is just to ask for my money back    Recenlty, and prior to receiving this Revdex.com response, Jeromes said that they would not be able to offer a store credit because only the couch frame is under a two year warranty.  I reminded them that when the technician came to my home previously, I showed him the llining at the front of the couch had separated.  The technician said that is not considered the frame.  It is visible when you are facing the couch, and it is not the seating area.  I call that "the frame", and it the lining is still separated, of course.To order new sofa cushions will just invite the same problem that I have now, and had with the previous set of cushions.  Lastly, Jeromes told me if I want new cushions, I need to bring the existing cushions, drive up to Escondido (50 minute drive), where a technician will give me a 2 new Jerome-manufactured foam core cushions.  The old sofa fabric will be loose on the new foam cushions, as well.I am reqeusting money back.  I will file additional complaints. 
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Monday August 15, 2016Dear Ladies and Gentleman:In response to Jerome's reply that I received on 8-14-16, there continues to be failures in their communication regarding the Rocker Recliner Replacement.The day after I filed this Revdex.com complaint, I spoke with the manager at the [redacted] Jerome's store, [redacted].  I explained to [redacted] what occurred with the second Rocker when it was delivered.  [redacted] said he would look into the matter and get right back to me, but I have not heard from him since, and neither has the Jerome's warehouse.I asked [redacted] at the time if I could go ahead and get the Charcoal colored fabric that I originally wanted but would take two weeks to get.  [redacted] said that would be ok.  I took the Brown colored rocker originally because that was all they had in stock at the time and the charcoal colored chair would have taken two to three weeks to get.  Since I was told that the rocker that was delivered uncovered and was supposedly the last one in their warehouse, then I felt if I'm to wait two plus weeks, then I would just go ahead and order the color I was originally wanting.The problem I see here is that miraculously they have received this new rocker recliner in stock the day after the failed delivery and the day after I was told they were out of stock on the item and color.  I'm now suspicious that I would be getting a new chair that has not been wrapped thoroughly and has just been sitting in their warehouse uncovered.I had also purchased a love-seat from Jeromes at the same time I purchased the rocker recliner and I'm experiencing and Bad Oder coming from the couch.  I'm not sure at this time if it's just the materials and its new, or if something else is going on with the love-seat.  I'm going to wait a little longer before I call Jerome's to deal with it but this love-seat was quite dusty when it arrived, and I had to thoroughly vacuum the fabric.There seems to be a profound lack of communication between the Jerome's different departments as well as with their customers.  This matter should have been rectified by [redacted] and followed up on within a day or two after we discussed the matter.I have no problem accepting the Brown Rocker Recliner which they say they have in stock, but I want reassurance that they are not just giving me back the rocker now covered in plastic, that was sitting in the back of their truck with a filthy and stained blanket covering it.  I received a call from [redacted] on 8-14-16 advising they had a new brown rocker recliner that they could deliver to me covered in plastic. 
She advised me that it's normal for their drivers to uncover the furniture from its original packaging at the warehouse before setting out on their deliveries.  This is probably why my love-seat was also so dusty.  These delivery trucks are dirty and dusty and they do pick up dust, dirt, and grime while traveling on the roads.Sincerely, [redacted]

I was unable to respond to the original compliant as there was...

no opportunity to do so.  The store did not reach out to me to resolve the issue.  They just stated their policy.  I am still required to return one piece of the bed after 30 days, and one piece before the 30 days.  I am now forced to use a credit and buy a 900.00 piece of furniture that is not needed.  All I needed is a bed.   Jeromes will indeed re-sell this power base.

In regards to this
claim, we apologize for the inconvenience the consumer has experienced.
After review of the
consumers account it appears the delivery was completed on September 13, 2015.
 From that date we have received no additional correspondence in regards
to the bed.
The...

delivery fee of
$89.99 was refunded back to the original method of payment.  We will also
issue a $100 gift certificate for the additional inconvenience which the customer incurred.
The consumer will
receive the gift certificates in the mail within the next 2 weeks.
Gift Certificates can be
redeemed at any one of our 11 showroom locations and are valid for one year
from the issuance date.
Should the consumer need
further assistance, they may simply contact us at [redacted]
Sincerely,
Jerome's Furniture

Dear Mr. [redacted],           Thank you for providing us with additional information.The manufacture approved inspection company has to review the mattress as well as the frame and supports which the mattress sits upon.During the inspection the technician deemed that the box spring, which is already in your residence, is not providing accurate support.If proper support is not used, this voids the warranty on the mattress.  We can gladly re-send a 2nd inspection as soon as the box spring has been replaced.We understand your frustration, however, we are unable to proceed with your warranty until the mattress has the proper support.Please feel free to contact us at (866) 633-4094 and we can gladly set-up the second inspection.Sincerely,Jerome's Furniture

Dear [redacted]
 
             Thank you for providing us with the additional information.  We apologize for the inconvenience which occurred and assure you we are working every day to improve our overall system.
 
We will honor the $50 request and you will receive the gift certificate in the mail within the next 5-7 business days.
 
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
 
Sincerely,
 
Jerome's Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.We would like the mattress re-inspected for warranty defect by Jeromes.  Please call my home phone [redacted] to schedule the inspection.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Wednesday March 23, 2016You sent me two emails, one for a response and the second was to close out the complaint because I did not respond to your first email.  The first email had no method to respond but now I will respond on complaint case # [redacted]Jeromes never refunded my money until [redacted] suspended the charge and contacted Jerome's themselves.  Jerome's never even responded to me on the matter.  I had to chase them down several times trying to get my money returned which took them two weeks to accomplish.  The Jerome's delivery service made two additional attempts to deliver the couch even though the Jerome's management and the [redacted] store said that my refund had already been processed.This is all fishy to me and it shows that Jerome's has a third rate operation.  The owner of Jerome's goes on TV commercials talking about how great his furniture is, but I've noticed he never speaks about how great their customer service is.  This tells me that the owner Mr Jerome himself, probably knows that his company has bad service but chooses to do nothing about it.I had tried calling the corporate offices of Jerome's but it was extremely difficult to get thru.  I did get thru once asking for a return call to discuss my situation, but I never received that return call.  The bottom line here is that for anyone purchasing furniture from Jerome's should be aware that as long as nothing goes wrong with their purchase or with the furniture, then you're probably ok.  But if there is is problem along the way, then you may find it very difficult reaching anyone in upper management to help resolve the problem.Thanks,[redacted]

We do understand the consumer’s
frustration; however, we are unable to intervene between the decisions which
were made from [redacted]
All warranty claims or
inquires have to be submitted from the consumer and go directly through
[redacted]  
In regards to the stain
the consumer will have to contact Simmons directly to determine if the stain is
completely cleaned if they will continue to warranty the mattress.
 Jerome's, unfortunately, cannot contact Simmons on behalf of the
consumer.
Should the consumer have
any additional questions or concerns, they may contact us at (866) 633-4094.
Sincerely,
Jerome's Furniture
Warehouse

For this claim, the consumer has already returned the 2 lamps.  The initial cost of the lamps were $50/per lamp.
We ended up refunding $100 per lamp, so the consumer received an additional $100 for compensation.
The refund was processed back to the original method of payment.
Should...

the consumer need further assistance, simply contact us at [redacted]
Sincerely,
Jerome's Furniture

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am tired of dealing with CUSTOMER SERVICE I have been given incorrect parts to repair the furniture, and consistently they would refuse to have me speak to a manager since FEBRUARY 19th 2015. And only now that I've submitted a complaint a Manager is willing to speak with me, how generous. I need to see a solution in WRITING from JEROMES, I will no longer deal with them over the phone,  enough is enough. I have a broken couch, FIX IT!!!! or give me my money back. 
Regards,
[redacted]

Good morning.  When you come in on Monday you will find this email which serves as written confirmation that complaint #[redacted] against Jerome’s Furniture (store #2)has been RESOLVED COMPLETELY and AMICABLY.  Within 7 hours of my submission to you of my rebuttal, I received a phone call from [redacted], Customer Care Manager, Jerome’s Furniture Warehouse, 16960 Mesamint Street, San Diego, CA 92127, Ph: [redacted] advising me that due to “some issue with the manufacturer they could not provide the part necessary” and was authorizing an exchange.    As the result she subsequently sent me an email authorizing us to go in to the store and exchange our existing table for another of equal or lesser value.  Armed with this email we went in the following day and presented it to the office personnel who stated that [redacted] had already entered the authorized exchange into their system.  Another selection was made and I gladly paid the extra $15.00 for delivery of same and removal of the old table we didn’t want in the first place. That switch took place approximately 48hrs later. Please consider this complaint CLOSED.Thanks again for all your assistance in this matter.

Dear [redacted]
                     We appreciate you reaching out to us in regards to the leather sectional which was delivered on June 29, 2014.  We apologize for any inconvenience or miscommunication which may have...

occurred.
At the time of purchase your merchandise came with 2 warranties.  The first warranty is directly through Jerome's and covers any manufacturing defects which are reported within the 1st year from the original date (within our normal delivery areas).
The 2nd warranty which you opted to purchase is the [redacted] 5 year protection plan.  This warranty covers an array of one-time accidental stains and damages which occurred in the residence. This warranty is also valid in most of the 50 continental U.S. states.
Peeling of leather can occur from many every day occurrences including but not limited to: exposure to direct sunlight, natural body and hair oils, conditioners or treatments which can be used to clean as well as friction from clothing.
Unfortunately these instances are not considered a manufacturing defect.  Any manufacturing defects which you would have noticed would have needed to be reported by June 29, 2015.
The merchandise would also have to be located in a city in California which we service for the warranty to be honored.
We are unable to comply with your request for replacement of the merchandise to be sent to [redacted].  Per your request, if you wish to acquire a pro-rated refund for the [redacted] warranty you can simply contact [redacted] directly with this request.
[redacted] can be reached at[redacted]
We apologize once again for any inconvenience.  Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture Social Media

In regards to this claim, [redacted], the manager of our [redacted] Showroom has been in direct contact with the consumer.
The last correspondence was on December 18, 2015 and a message was left for the customer to contact us back.
As of now, we are currently awaiting the consumer to contact...

us.
The consumer can reach us at [redacted] and we can gladly offer further assistance in regards to the part.
Sincerely,
Jerome's Furniture