Jerome's Furniture Mattress & Patio Superstore-El Cajon — Local services in El Cajon

So, the store has been about 80% great. We originally bought a sofa and an electric recliner with the extended warranty in 2020. It took 3 tries and almost a year to finally get the correct sofa (but I always believed the cushions weren’t the correct support). The recliner broke in Feb of 2025, it was still under the extended warranty. While waiting for Furniture Care Protection, after 2 cancellations and reschedules by them, the arm on the sofa broke. Since FCP hadn’t come out yet, I filed an additional claim. FCP finally sent GERMAN out and he took pictures of the chair and sofa. This is now March. I was receiving messages about the sofa and it was unfixable so we would be getting a credit for it to put towards a new sofa. Chris at the El Cajon showroom said our sofa isn’t made anymore so we couldn’t exchange like for like and would have to pay extra for the sofa we picked out. Turned out it was the same sofa style after all and Kat made it right by not charging the extra few hundred $$.

I kept asking about the chair and there wasn’t a response. We got our sofa delivered finally by the end of June. Still nothing regarding the chair. I called FCP and was told that GERMAN never filed the paperwork for it. He had to come back out to assess it (again) and he told my husband that he’d never been in our house before. He finally admitted that he had and said he would file the necessary paperwork. It took almost a week, with me phoning FCP daily, before it was determined that the motor was t made anymore. We were given the option by Mack at FCP, of keeping our broken chair and given $80 or we would be given what we paid for the chair as a credit for another one…really??

We waited almost 3 weeks for the credit. We had meanwhile found a chair we wanted and thought Chris had put a hold on it until our credit came through. I called FCP stating we still hadn’t received it and was told that there had been a glitch in their system and we should get the credit in the next 5-7 business days. We ended up getting it that afternoon. We went back to the store to purchase the new recliner only to find out it isn’t made anymore, only floor models were left. No warranty and a whopping $250 discount for one. Jay told me that in order to hold the chair we needed to put 50% down, never mentioned by Chris.

We were informed that we had 30 days to pick out a different chair. A week had already gone by (2nd week of July now)!! We finally were able to decide on a new chair on 7/23/25 and it should be delivered the first week of August.

Jerome’s, for the most part, was easy to work with (minus a few bad apples along the way). It was Furniture Care Protection that made this whole process, March until August, a very frustrating experience. Hopefully our new chair will be delivered without any issues and can finally have our family room...

I had been wanting to buy a new couch for several years that was not off of Craig's list and finally had an opportunity to buy one. A few years earlier I had bought our Jerome's-Gel Medium Mattress which me and my husband love so much, and I remembered what great customer service I had gotten so I returned. When I walked in with my husband and kids, we were greeted by a pleasant smile from April, and she lead us to the leather reclining couches. She answered any questions we had, and then gave us time to recline, feel, sit, and go through all of our options of what we were looking for in a couch as a family. She seemed to checked in on us at always the right time to answer any additional questions we had. What I loved so much about her is that I never felt like she was rushing me or talking me into a sale. She was very professional and provided us with all the details about the different types of leather and motors and and even where they were shipped from. I left that day without the couch to think it through, and returned a few days. We ended up buying the Polo Reclining Power Sofa and Love-seat and the delivery guys were quick and efficient. A few days later I emailed April with some additional requests that we had and she went out of her way to make sure they were met and we were happy with our purchase. Now I am so excited to sit with my husband and kids on our new comfy reclining couch and have movie-night ! April was so amazing, and if you want exceptional service, I would suggest you ask for her! Oh, and get the new warranty they started this year in 2019! It's worth it! We'll be back after we save up for that Potter Entertainment Wall to go with our...

Well unfortunately I feel the need to share my experience in an attempt to save other customers from being taken advantage of. I purchased a new mattress from Jerome's in January of 2023. The sales representative was knowledgeable and friendly. However after purchasing the top of the line $5,000 mattress (not bedroom set ONLY the mattress. I began to recognize sagging and a lack of support. Not only was sleep a challenge but I began to have back pains.

Due to travel and a busy work schedule, I am only home 2-3 days a week so it wasn't on the top of my list. Knowing I had a warranty I felt safe not to rush to file a claim. Once I did get a break in my schedule it became an issue and I brought it to the attention of the Customer service desk. They promptly scheduled an inspection of the mattress and had a field rep come out to take measurements with a string. Yes a string!! no weights, no pressure measurements but a string. The field rep identified sagging as well and shared his results with Jerome's. Jerome's indicated it was within factory specs and their is nothing they are willing to do. I offered to pay a pro rated rate and even purchase a second mattress but they offered no assistance.

It has been 2 months since I went in and stressed my concern and requested a second rep to come out to validate the initial inspection. I am still waiting for a response but as of right now, I am left with an oversized pillow as a mattress, My bank account is down $5,000 and I now have bi-weekly chiropractor appointment until I am able to purchase a new mattress or Jerome's is willing to step up and stand behind their product. The item that they spoke so highly of on the...