Jerome's Furniture & Mattress Store-Laguna Hills — Local services in Laguna Hills

7/27/22 The motor the technician ordered arrived yesterday and I just spent am hour on hold to schedule repair only to be disconnected. There is a recording referring callers to their site to receive a response within 48 hours but in my experience this is inaccurate. I put in a ticket a couple weeks ago because even though we've only used it a handful of times, the recliner on the opposite end is not working either. I have yet to receive a response to that request online.

I'm very frustrated given the amount of money I've spent and the issues that have come up in the short amount of time I've had the item.

Looking at their website to try entering ticket online and I see that I can talk to a sales rep from 7am to 10pm but customer service is only open 9am to 4pm? Gives me an idea of Jerome's priorities.

3/16 update: I called Customer Service again today and was able to schedule repair technician to come out 3/26 (the first available Saturday). The first available appointment is this Friday the 18th. The whole call took about 10 minutes total.

3/15: Mohammed was a great help in making our sofa/ loveseat purchase on 2/26.. No pressure and showed us the options based on me telling him we were looking for kid/ pet friendly. I did express concern about motorized furniture as to me it's one more thing to break. Mohammed assured me that motorized is better than manual in the long run because things run more smoothly/ there's less wear than when you are slamming a manual open and closed. Delivery was set for 3/5 and also went off without a hitch.

Fast forward to this past Saturday 3/12 while I'm sitting on my sofa. I go to close the seat and it will not move. One section is now stuck in the open position. I sent a message to customer service via the website on Saturday not knowing how long it might take to hear back. Yesterday, 3/14, I tried calling customer service on my lunch and found that the wait times are over an hour, and to send a message via the web and you should hear back within 48 hours. Maybe I'll hear something tomorrow? Customer service is closed by the time I get home from work and I can't sit on hold all day at work.

I'm seeing numerous negative reviews regarding how quickly furniture from Jerome's breaks down and what a runaround it is to get it repaired. I'm truly hoping that's not the case. We shelled out the extra money for the protection plan as well since this is a substantial purchase for us and apparently it doesn't even apply until after the first year? I'm feeling like we got taken for a ride and very...

This was my first experience with Jerome‘s. I was shopping for a new bed and I knew that it was going to take some time due to the fact that I have back issues - Buying furniture can often present unexpected challenges.

I was greeted by Zach - I couldn’t have asked for a better sales rep! He was knowledgeable -he asked all of the right questions, he showed me the differences in all of the mattresses as well as the adjustable bases, he encouraged me to take my time, which I did. We narrowed it down to two different mattresses / bases and thanks to his expertise, I was able to make the right choice. I ended up buying bedroom furniture as well - I was thrilled ! Once the furniture arrived and the bed was set up, the bed seemed slightly taller than it was in the showroom - since I’m not a tall woman, I was hoping something could be done to adjust that -

I reached out to Zach to see if there were any options to remedy the height. Rather than refer me to a manager, Zach said he would look into it & assured me that his job wasn’t done until I was happy. A couple of days later, a lower set of legs were sent out from the warehouse but it turned out that they were not the right legs for my base. I notified customer service who in turn notified Zach. Within 24 hours, Zach spoke with the manufacturer and then drove from S OC to N OC after work to personally put the alternate legs on my base. He brought (and tried) 2 different sizes to make sure that the height was perfect for me. It was ! Zach sets a standard of customer service that surpasses all expectations - He made this such a great experience because he recognizes that every problem is a learning experience , one that he faces with enthusiasm & professionalism - I spent over 40 years in customer service. Zach truly defines customer service at its very best !!! ...

I'm so disappointed in my experience with Jerome's. We purchased a patio set (2 loveseats and a side chair) on 9/5 to be delivered on 9/7. Everything was great until we opened up the boxes to discover that one of the loveseat cushions had a small orange stain on it. We were a little annoyed, but overall still happy with our purchase.

Then, we discovered that the other loveseat was completely missing the seating cushions. We had been given 4 back cushions instead of 2 seating/2 back. This means the loveseat was unusable. I immediately called the store we ordered from and explained the situation. The woman I spoke with told me she could send someone out on 9/9 to bring the seating cushions and take the extra back cushions.

Fast forward to 9/9 and we haven't heard any information regarding our delivery, so we called the store back. My husband gave our information and asked when the cushions would be delivered. The associate had NO IDEA what we were talking about. She said she was looking at our account and there was no record of a scheduled delivery and no record of me calling with a problem on 9/7. I have proof of the call.

So now, we can expect to receive the missing cushions on 9/11, nearly an entire week after we ordered the furniture. I'm honestly not that upset about the missing cushions. I understand that sometimes, things go wrong. Like the stain, it was just an inconvenience. I am much more upset that when I called to report a problem, it apparently wasn't noted or recorded. I don't understand how the associate can tell me to expect delivery on a certain day and then not actually schedule anything.

It's a shame that my experience in store was so great only for it to be ruined by my experience out of store. I was willing to recommend this company to family and friends but after this I don't think...