Jerome's Furniture Mattress & Patio Superstore-Scripps Ranch — Attraction in San Diego

Trust me, after reading my review you might reconsider shopping here at Jerome's.

I too, was just like some of the many customers just wanting something nice at affordable price. I wanted to trust the advertisement, trust in the many positive reviews, but I'm going to tell you the REAL truth!

My husband and I just moved into a new city and we needed new furniture specifically a couch that could seat three people also a dining table.

These two items seem very simple enough in the showroom they were decently advertised and our sales associate was very insightful and friendly.

Here's the issue: After you purchase your items the date that they tell you your items will be delivered will not in fact be that time or date based off of their shipping complications.

It took Jerome's a month to deliver our items when they told us that it would be delivered within 2 weeks.

Okay, we got over that. There's nothing that we can do since it is a delay in the delivery due to COVID.

Now for the second issue: Unfortunately, our table has damage sections on the day that it was delivered.

This is at no fault to the delivery team, but specifically Jerome's manufacturer. We know it wasn't the delivery team's responsibility because we were there the moment they unpacked it and carried it to our apartment. We watched them every step of the way. It was basically how the product was packaged, which created the damages.

The moment we noticed the damages (2-3 day after the delivery date) we contacted Jerome's multiple times. Let's say about three or four times. Around the 4th attempt of the office representative said that somebody will call us back... WITH NO RETURN CALL WE DECIDED TO DRIVE UP THERE TO GET A SOLUTION. When we arrived we spoke to the Office Manager Fransisco Saldana. He instructed us to send pictures of the damages via email (these pictures which were taken the day of delivery). So we have a record of that. He reassured us that the damages would be replaced and taken care of as soon as they were able to get the part in stock. He mentioned that someone will contact us to let us know that it's ready to order. That was back in June 2020!!!

Now for some reason my husband called January 6th 2021 and they apparently don't have a record of our replacement order for the damage part of our table?!

So, here we are in January and we still have not had our item replaced and we're still trying to figure out how to do that.

I'm sorry this review is extremely long, but I wanted someone to know our story so they can make a better decision if they want to invest in this company.

"I'm so sorry this happened to you both, and we would like to make this right." These may be the words that a Jerome's representative may comment right below my post. We appreciate the sentimental words, but unfortunately that is not enough to remedy our situation.

We paid you JEROME'S in full and on time. And this is the type of service that we receive??? I don't think our money is good here ...I don't think anyone's money is good here if they are to expect to receive that type of customer support. And with gratitude we will not be...

I ordered a dining set from Jerome's which was expected to arrive between 4:30-8:30 pm at my new apartment yesterday. The driver showed up about 20 minutes earlier than expected, which wasn't a bad thing. I told the driver my husband was on his way, and asked him if he was allowed to leave the package at my front door or if he required a signature. The driver told me he could just leave it at the front door for me.

My husband arrives and the package isn't there. When I call the driver back he tells me he placed it in someone else's garage. I told him I didn't know anyone in that neighborhood because I haven't moved in yet, so I haven't met any of my neighbors. He told me some random person, who doesn't even know who I am or which apartment I live in offered to take my package for me. Please tell me in what universe is it even remotely appropriate to hand over people's packages to complete strangers?

I was routed to customer service who told me the package was given to a different apartment or garage number and my husband ended up going on a goose chase to try to find out who owned the garage number they were referring to.

A manager, Cassandra at the Scripps Ranch location, reached out to me via text because I was giving bad feedback on their survey. She insisted my package was delivered to the right address asking me to provide photos of my apartment to prove they are different.

I sent her the photos and kept telling her I need a manager to call me, which she kept putting off. Eventually the driver came back, retrieved the package from the random neighbor they gave it to, and brought it to my husband. He then took a second photo of delivering it to the right apartment, and THEN Cassandra chose to call me.

She was rude and basically played dumb, pretending like she was confused as to why I was upset since the package was delivered to the right place and she sent me the second photo. I told her off because she was trying to play it off as if there had been no mishap in the first place, and that I had no reason to be frustrated.

The driver admitted he had made a mistake and customer service confirmed it had been delivered to the wrong place. Yet this person wanted to play it off as if it had been delivered to the correct address and that I had been upset over nothing. When I forced her to acknowledge that this delivery had been handled poorly and my package could have easily been stolen this way she basically said "well what do you want, it's been fixed now and mistakes happen."

This was a lousy and unnecessary experience that left a bad taste in my mouth, and I will not be purchasing from Jerome's again...

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