Jerome's Furniture Mattress & Patio Superstore-Chula Vista — Local services in Chula Vista

We have been loyal customers of Jerome’s Furniture for years, furnishing several bedrooms, a living room, and even our business through this store. We’ve always trusted Jerome’s for their competitive prices, quality merchandise, and most importantly, the 5-star customer service we consistently received from a now-retired team member. Unfortunately, that experience seems to be a thing of the past.

When we visited the Chula Vista location today, we were not greeted or acknowledged until we were already leaving. Several employees were visibly talking and playing on their phones, making no effort to assist us or any other customers in the store. It was disappointing and frustrating to feel completely ignored.

We had planned to purchase a sectional and additional furniture for our new home, but after this experience, we are now committed to buying from one of their competitors. Honestly, we didn’t think the decision would be this easy. This type of service makes it hard to justify spending money with a business that doesn’t value its customers’ presence. We miss the old Jerome’s, where customer service was the foundation of the shopping experience. Today’s visit was a complete letdown.

Response: Hi Mr. Diego, Thank you for taking the time to reach out. I truly appreciate your willingness to follow up on this matter.

We recently made some purchases elsewhere to complete our space, but we’ll definitely consider revisiting in a few years when it’s time to redecorate again.

As for making things right, I believe there’s an opportunity to invest in staff training—specifically around topics like microaggressions and addressing unconscious biases. These kinds of initiatives can go a long way in ensuring every customer feels welcomed and valued.

Thank you again for listening, and I hope this feedback is helpful as you continue to enhance the...

I had paid for some chairs at another location and had to pick up at the Chula Vista location. One of the chairs was broken and they tried to tell me it was a minor flaw. They wouldn't help me look into alternate solutions. Customer service representative was very rude and NOT helpful at all. Told me I had to go back to the original store I purchased to resolve the matter. Though the original store was in San Marcos - 1 hour drive. They were able to call there (Chula Vista)in the morning and took payment for the chairs. They did not help what so ever. I returned to San Marcos another hour drive and they were able to locate two other chairs at other San Diego Jerome's and had them shipped to San Marcos so I didn't have to drive around looking for them. It's a shame Chula Vista couldn't do the same. With the same company! Oh and I asked to speak to a manager and was told she was busy then not available. Basically never had the opportunity to go past the rude customer service representative. On another note, the warehouse people were also not professional. I watched one employee take my receipt for my chairs tell me to hold on before looking for my chairs so he can go to the warehouse pick up his personal purchase and load in his car. While making customers wait to receive their purchases. What kind of business is being run thre? Not a professional one for sure. Unfortunately no manager was available for a dissatisfied customer like me to speak to. What a joke and disappointment. I would never buy from that...

Won’t buy here again, had a window for delivery and days prior I was getting bombarded with messages from thus business but the day of I received 1 email that still showed the same time of quoted delivery window and then I did not hear anything more until I called. The agent mentioned she would look into the delivery time with the driver and call me back, an hour later she didn’t call me and basically forgot to do so until I called her and she saw her notes and then she remembered she was supposed to call.. she stated it got pushed back. Then I wanted until 15 min after the second delivery time and no one was here, tried to call back but the store kept picking up the phone but was not saying anything but I could hear them in the background. Drove to the store and asked for delivery refund and while I’m there I finally get a message from the driver who didn’t message all day saying he was 7 min away. Luckily I live around the corner and made it back in time, because I was told they can only wait 15 min!!! So basically I can wait for them to be over on my delivery more than an hour but they can only wait 15 min for me. This place is a joke and I will never give them another dime of mine. Just moved here to California and I noticed this store from the last time I lived here and finally gave them a chance and wish I never did. I could have spent money anywhere else and will choose to do it next time. The item I bought was actually nice and in good shape with good quality. I will give credit...