ITC Delta Com Communications inc

The original store of purchase will be contacting the customer directly within 48 hours to discuss the information in regards to the rug and other concerns.Should the consumer have any additional questions in the meantime, our delivery department can be reached at (866) 633-4094.Sincerely,Jerome's Furniture

Dear [redacted]
 
     
        We received correspondence from the RevDex.com in regards...

to concerns you have expressed on the sofa which was
purchased on April 20, 2015.
 
After review of your
account, we did authorize to return the sofa with the contingency that the
merchandise was in new condition.
 
I do understand you have
indicated that the driver's caused the rip on the sofa.  We have reviewed
this information with our driver team as well as the pictures which were
submitted of the rip.  The pictures were
taken inside the residence with the damage already on the unit.  There were also areas of ink markings on the
cushions, which were also caused in the residence.
 
We understand your
frustration.  We can still offer a refund on the sofa with a 10%
restocking fee due to the stains on the cushions, we will not charge anything
additional for the rip.  This is going beyond what we had initially
offered since the merchandise is not in new condition.
 
The total amount
deducted for the 10% restocking fee from the return of the sofa is $33.78.
 This amount would be deducted from the amount of the total refund
provided for the sofa.
 
The offer for the refund
with the 10% restocking fee is valid until August 2, 2015.
 
Simply contact us at
[redacted] to schedule a pick-up date.
 
Should you have any
additional questions or concerns, please do not hesitate to contact us at the
number listed above.
 
Sincerely,
 
[redacted]
Customer Care Manager

This claim was resolved with the consumer directly.
Should you have any additional questions please contact us at [redacted]
 
Sincerely,
Jerome's Furniture

Dear [redacted]
     
              Thank you for reaching out to
us.  We do understand your situation and appreciate you expressing your
concerns.
For the Queen sized
mattress in question, which was delivered on...

September 2, 2009, the warranty
for this mattress, is directly through [redacted]
Unfortunately Jerome's
does not warranty this mattress and as such we are unable to intervene between
a decision of the warranty between the consumer and [redacted]  We also are
unable to provide any options in regards to this mattress since the warranty is
fulfilled directly through the manufacturer.  
With all manufacturers
of mattresses the warranty does indicate that any stains on the mattress will
void the warranty.  In most cases, if you are able to fully clean the
stain to where it is not visible the manufacturer may possibly still warranty
the mattress.
This information will
need to be verified directly through Simmons, since this claim is currently
with their company.
We apologize for any
miscommunication which may have occurred.  
Should you need further
assistance on how to contact Simmons directly or if you have any other
questions, please feel free to contact us at (866) 633-4094.
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.
As a long-time customer of your company, your reply of “being unable to comply” is unacceptable with me and my wife for several reasons, some of which are listed below: 
·         The couch is still in a damaged condition caused by a ‘single incident’ and we expect the repair to be covered by a permanent solution, not a temporary fix.
 
·         The ‘repair’ made by your technician was insufficient and inadequate.  By simply stretching the already compromised torn fabric was not a satisfactory repair.  The ‘attempted repair’ failed, it tore again within the following week, and once again the couch seat cushion falls in. 
 
·         Contrary to your statement, the policy was not e-mailed to us “within 48 hours” after delivery or anytime thereafter.  There were many opportunities your company could have provided this full policy to us as customers, such as at the time of purchase or mailed to us via USPS, yet all we received was the brochure at the time of purchase.  [redacted] didn’t even include it when they wrote me on 1/18/16.  We never received the “full [redacted] policy” documentation at any time.
 
·         The Oops Proof Furniture Protection brochure states “One simple plan covers it all.” and lists fabric “rips” are covered.  It doesn’t state the type of fabric is limited.  Your webpage [redacted]  specifically states fabric “rip/tears” are covered. 
 
·         Your Oops protection is false advertising and fraudulent.  We paid $199.99 for a “cover it all” plan; however both you (Jerome’s) and [redacted] are not honoring this protection. 
 
·         Selling a “covers it all” policy at time of purchase, then finding out later it doesn’t cover everything is a deceptive business practice.  I feel tricked into buying the extended coverage that doesn’t cover it all. 
 
·         The Oops Proof plan states, “helping (their customers) keep their furniture in good condition and enabling many years of enjoyment.”  We are requesting for our couch to be repaired to a good condition level so we can enjoy it for many years like the previous couch we purchased from Jerome’s.  The subpar “best effort” repair did not meet a level of good condition.
 
·         In the Customer Service section, it states:  “providing our customers with a positive claim experience”, has not been a positive experience for us. 
 
·         It is your responsibility to repair the furniture and by referring us to a 3rd party company without offering to cover the costs, you are shirking and evading your responsibility.
 
·         Whatever happened to customer service and satisfaction?  Regards,[redacted]

In regards to this
claim, the actual part was approved to be ordered from the extended warranty
carrier, [redacted]
 
The part in question...

was
not ordered under the Jerome's warranty through Jerome's, since the warranty on
the merchandise in question expired on September 9, 2014.
 
A claim was processed
through [redacted] and in return [redacted] notified Jerome's to order the
part. 
 
We are unable to comply
with the consumers request for refund.  Correspondence has been sent to
our manufacturer to find out when the part was shipped and is estimated to be
received.
 
If by chance there are
any issues with the part order, we will contact [redacted] directly to let them
know the additional information to contact you to offer alternative options in
lieu of providing the part.
 
A Customer Care
Representative will contact you from Jerome's within 24-48 hours in regards to
your parts.
 
Please feel free to
contact us at [redacted] should you have any additional questions or
concerns.
 
Sincerely,
 
Jerome's Furniture

In regards to this claim the customer was contacted directly and left a message.
The difference in price of $65 will be refunded as a one-time courtesy.
The refund has been processed back to the [redacted] on file and can take up to 7 business days to reflect as an available...

credit.
Should the consumer have any additional questions or concerns he may simply 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.The sofa was sold as 100% leather. The receipt states it. I cannot trust that another purchase thru Jerome's would be 100% leather. Jerome's does not sell a sofa that meets my needs therefore I think I am due the entire amount of my purchase order #[redacted] (I will have to buy a new chair to match)]Regards,[redacted]

Dear [redacted]
 
                  We received information from the Revdex.com in regards to the reclining sofa which was delivered on May 6, 2015.  We apologize for any inconvenience which has occurred.
 
At the time of...

purchase, your reclining sofa came with a warranty directly through Jerome's.  This warranty covers any manufacturing defects which are reported within the first year.
 
The warranty covers parts and labor and is for repairs only.
 
We do understand your frustration; after review of your account the technician is scheduled for service on Thursday January 21, 2016.
 
Unfortunately we cannot comply with your request for refund; however, we do assure you a resolution will be achieved once the technician re-inspects the merchandise on Thursday.
 
Should you need immediate assistance or have any additional questions, please do not hesitate to contact us at ([redacted]
 
 
Sincerely,
 
[redacted]

Dear [redacted]
     
        Thank you for providing us with the additional
information.  We apologize for any confusion which has occurred.
We are currently in
contact with [redacted] to find out if they are able to process a pro-rated
refund or if they will authorize Jerome's to refund the pro-rated amount.
 Unfortunately the policy is unable to be refunded in full, since it is
past the grace period which is offered to provide a full refund.
We will be in contact
with you directly once we have a clear answer from [redacted], which should be by
the beginning of next week.
Should you have any
additional questions or concerns, please feel free to contact us at [redacted]
Sincerely,
Jerome's Furniture

Hello,I spoke to the customer this evening and apologized for the inconvenience of the delivery issues. We refunded the customers delivery fee on 10/23.  I offered to refund the customer an additional 100 off the order as well as free delivery and a 5% discount on a future purchase. Customer is...

happy and taken care of.Thank you!

Dear [redacted]
       Thank you for the additional information in regards to your account.  Unfortunately all of our sales are final and we do not offer refunds.
We can gladly offer to send the technician to your residence to inspect the unit to determine the current condition and situation of the merchandise to see what we can offer.  We must perform the inspection due to the amount of time which has passed.
The last notation on your account was back from October, which advised that you did not want the merchandise to be exchanged and the as-is offer was also declined.
We are unable to comply with your request for a 50% refund on the merchandise.
To schedule a technician appointment, please contact us at ([redacted]
In regards to the property damage, [redacted] management was in contact with you today in regards to the property damage claim.  
Sincerely,
Jerome's Furniture

The consumer was contacted directly and the claim was resolved.
Please let us know should you need further information.
 
Sincerely,
Jerome's Furniture

Dear Ms. [redacted],             We received your correspondence in regards to the mattress and box spring set which was delivered on September 7, 2017.  We apologize for the damage to the box spring which occurred on delivery.After review of your account, one of...

our trained technicians inspected the mattress set in your home.  The technician determined there were no issues found with the mattress and the box spring did indeed have damages.Based upon the report an exchange for the box spring was written up.We understand your frustration, however we are unable to comply with your request for refund.The below options are available on your order and are valid until October 31, 2017:1) We can pick-up the box spring and mattress in your residence for in-store credit only.-or-2) The damaged box spring can be exchanged.Both options have been listed on your account.A representative also contacted you on the phone # provided to discuss the above options as well.Should you have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094 should you need immediate assistance.Sincerely,Jerome's Furniture

Dear [redacted]          Thank you for providing us with the additional information.  Due to the delivery driver's being contracted through a 3rd party, we are unable to intervene in regards to property damage claims.I have re-send the information to [redacted] to contact you again in regards to the pending property damage claim. Please feel free to contact us directly at [redacted] should you have any additional questions or concerns.Sincerely,Jerome's Furniture

In regards to this complaint, we apologize to the consumer; however our warranty is only for parts and repair.
 
We do not offer replacement and unfortunately we do not have a 30 period for repairs.  Most of our parts are shipped from overseas and can take up to 16 weeks to receive.
 
We currently still have the part available in our warehouse and can gladly have this installed.
 
The consumer would simply need to contact us back at[redacted] to schedule the technician appointment.
 
Sincerely,
 
Jerome's Furniture

Dear [redacted]
              Thank you for reaching out to us.  We apologize for the inconvenience which has occurred.
After review of your account $44.99 was refunded to your finance account.  For the additional inconvenience we will refund $100...

onto your finance account.
The finance account credit can take up to 2 billing cycles to reflect on your billing statement.
Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
[redacted]

Dear [redacted]
  Thank you for taking time to provide us with the
additional information.
 
We do understand your concerns;
however, this mattress is guaranteed to be coil free.  There is actual
foam in the mattress; there is a possibility that what you are feeling is the
actual foam components.
 
The inspection company
also verified that this mattress was tagged correctly from the manufacturer.
 
We apologize, however,
since there are no manufacturing defects which were confirmed via the inspection
company and as such the manufacturer is unable to provide any options on the
mattress.
 
In the future, if you do
believe there is a defect, we can gladly re-send the inspection company to
review the mattress again under the manufacturer’s warranty.
 
Please feel free to
contact us at [redacted] should you have any additional questions or
concerns.
  
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.I called the number that Jeromes provided and they sent the message for their night manager to return my call.  I did received a call from [redacted] in the early evening of 4-5-16, but I missed the call and she left me a voice message.  I called her back within three minutes leaving her a voice message to call me back, but she never called me back that evening.
This is what I'm talking about when I say that Jeromes lacks the type of customer care that we need when dealing with supposedly good companies.  Anita should have received my message and returned my call that evening, but she did not.  Jeromes customer care system greatly lags behind many other similar companies.  For a company like Jeromes to have such a dismal customer care program tells me that Jeromes just does not care about their customers and they care only about one thing and that's there sales.
These employees have a job because of their customers.  They have a job and a phone and a voice message system that they are supposed to be checking offer, but it appears in this case that [redacted] did not check her voice messages.  There is no reason why she could not have checked her voice machine and returned my call last evening.
As I said before, Mr Jerome probably does not know about these customer service issues.  If and when I ever see Mr Jerome I plan on bringing up this matter with him in hopes he will look into these customer service issues and maybe he will realize that their system is dismal or that his employees are not doing their job.Regards,[redacted]

The consumer was
contacted directly.  We will authorize the return of the dining set as
long as it is new condition, besides the leaf.
 
There is no new delivery
fee to pick-up the merchandise; however, the original delivery fee will not be
credited.
 
The consumer is aware
and will contact us back after she is able to speak with her husband.
 
 
Thank you,
 
Jerome's Furniture