Jerome's Furniture & Mattress Store-Torrance — Attraction in Torrance

The customer service dept at this store is the worst! Let me start at the begining. We were looking for a living room sectional. We had only been to one other furniture store before stopping at Jerome's on Labor Day 9/2. Neither store had exactly what we were looking for so we "settled" for one at Jerome's. The sales person, Luann told us it was available in two colors, cream or grey. We chose grey, she stated delivery would be 4-6 weeks. Not a problem because the new apartment wouldn't be ready for a month anyway. I had to put down a 25% deposit ($220). We then found exactly what we were looking for at another store in the area. I called Jerome's to cancel on 9/5. Customer service rep told me I couldn't get the $220 cash back but it could be a check from corporate in 10-12 days. I was fine with that. Then she told me I had to speak with the Luann who wrote up the order because it was considered a "special order" she couldn't tell me why it was special. Turns out it was because we ordered the color that was not in stock (grey). I debated that with her and insisted it's not "special" because it was available in either color. She said she would have Luann call me about it. Luann never called me so we went back to the store to talk to her. She was not helpful. All she said was you signed the order.... The fine print on sales order #0902909UR16 under Refund Policy states "All sales are final. With the exception of special orders, you may cancel your order for a full refund up to 24 hours prior to your scheduled delivery". Herein lies the problem. Customer Service tells me I'd have to forfeit the $220 I paid if I cancel because it is considered a special order item. I tried to cancel less than 72 hours after placing the order! You can't tell me It was already being manufactured in grey when the delivery is 4-6 weeks! This is how Jerome's makes money off of people? Since I did sign a sales contract, I was willing to accept store credit or $220 in lieu of the corporate check mentioned earlier. This way they could still get my business. I pleaded my case to the Customer Service Manager, who said she would send an email to corporate to get approval of the store credit option. She told me they usually get back within 48 hours. I gave her my phone #. This was last Wednesday 9/11. It's now a week later and I still haven't heard anything. I'm hoping I can get a satisfactory answer from Jerome's Customer Care Team here. I've read several responses to other customer's complaints where it states "Jerome's strives to ensure every customer is satisfied". I would expect nothing less. Satisfied happy customers is how you keep them...

Honestly the worst customer service I ever had in my life. Francisco Lumbad Is a terrible sales rep and I wouldn't recommended anyone do business with him. My mom had knee replacement surgery not too long ago and he was just speeding around the store while we were going a bit slower because of her surgery but he just kept going ahead and then he will walk further then stop and say you going a bit slower because of her surgery but he just kept going ahead and then he will walk further then stop and say are we still coming. And seeing that the whole time we were dealing with him he had an attitude so we left the store and came back and he was the one I dealt with even though I trying to get a different sales rep but he was the only one available so I went back to him. After getting my order together he stood in the checkout line and I sat down. He then told me he had to take care of something real quick and would be back, I personally think he just went to help another customer which is fine but why not just say that. Anyway I was sitting and waiting to be called and there were 4-5 cashiers busy so while waiting in the chair someone else got in line and handed his paperwork to a female who took his customer after knowing I was next in line. After stating I was next she didn't acknowledge me in the least. I then proceeded to leave the store because this is not how you treat someone who is spending their hard earned money at and I was ready to take my business elsewhere but then Joseph stopped and me to see how my experience was. I informed Joseph that that was the worst customer experience I've ever had and that I was ready to leave. He asked me what happened, I then told him and he told me that he could just ring me up since I was paying by card at any computer they had available. I've then asked him why couldn't Francisco ring me on a computer which he then told me that he's not very good with computers so he'd rather take you to the back. To me that is on acceptable that since you are no good at computers I have to wait in line and be cut and get terrible service but thanks to Joseph I was able to purchase my items. I would recommend shopping somewhere else and spending a little more money to get better customer service than to go to...

Short: horrible customer service and doing business with Jerome. Long: I never had any back pain or tailbone pain in my entire life. Never. It started a few months ago when I purchased this super soft/comfy "Daydream 3pc Reclining Full Sleeper Sectional" sofa from Jerome's Furniture. I was blaming other stuff like my computer chair, but I've been using the same/similar chair for the past 10+ years and didn't have any pain. Then my wife started complaining about similar pain. We both use sofa/recliner in the evening to watch movies/TV. I spend more hours sitting on it than her, and thus I ended up with more pain. I tried to return it or replace it with a more firm sofa, but Jerome didn’t accept my request even though I explained the situation to them. I used to love Jerome's products and customer service, but not anymore. The sofa has design flaws, it's too soft and unhealthy for the spine. (I would like to see certification of testing from 3rd party such as orthopedic and other tests if done in this product before manufacturing and selling it). This expensive sofa is useless now. Cannot use it, cannot return it and Jerome’s customer service doesn’t want to help me, they don’t care. This was my last doing business with Jerome if they don’t correct this. I have a doctor's visit scheduled for my backpain. I will know more when I explain my situation to the doctor and about the sofa.

To further support my claim, here is from the doctor (don’t take my word for it):

Here is a video demonstration of how tailbone pain is caused by soft couches, explained by Dr. Patrick Foye, M.D. a Physician (medical doctor), a medical school Professor, and an expert at treating tailbone pain. https://youtu.be/ftRWMMxwMcM?si=bSkLdXPEh_GTozcF

The following passage is from the article titled “Why does my sofa hurt my back?

If you’ve got backache after lying on your sofa it’s because the soft upholstery encourages you to lounge, leaving your spine in a ‘C’ shape. This can add an excessive amount of pressure on the vertebrae and overstretch the discs, ligaments and muscles that support it, which can eventually lead to chronic backache.

Link to article:...