Jerome's Furniture-Corp Office & Distribution Ctr — Local services in Poway

I purchased a bed & the salesperson was very nice (I purchased it in Corona) I paid cash & it was delivered & set up in a timely manner. My headboard however was damaged on a front panel & was missing paint in several spots. I called customer service & agreed to have a new headboard sent out. When it arrived we noticed that it was more damaged than the first headboard so it was returned & I called again. This time they sent a technician out to try to repair it. He ended up making the headboard look worse that the original damage so I called again. This time I asked to go down to corporate headquarters and pick out a headboard myself to have replaced. We set up an appt. so that they could have a few headboards pulled out and ready for me to choose. I rearranged my day & drove down to San Diego. They had no appt. for me set up & I had to wait for them to find a headboard. They pulled one down & minus a few paint issues it looked decent. They had it tagged with blue tape on all the areas that needed paint adjustment including one of the front panels where it was clumpy. I told the lady that was helping me that if they could not fix the front panel without making it worse to not touch it. When the delivery truck arrived to replace the original headboard with this new one I noticed that there were severe scratches & scrapes on the headboard in 3 different areas. There was also a crack that was chipped on the end on one of the panels. There were no signs of repair for the paint on the headboard I picked out. In fact, there were no signs of repair of the clumping paint on the one panel. Any way you look at it it has not been touched. This was not the same headboard. Even the delivery men said that the box had its original tape & staples sealed by the manufacturer; it had not been opened and resealed. They too agreed that this was not the same headboard. Since they had already attached the new headboard & were loading up the old one, we kept the new headboard in place while I find out where mine is so I called again. That day customer service hung up on me twice & finally a 3rd time I talked to a man who was upset that I had not declined headboard & made it sound like I was to be stuck with this new headboard. At this point I was done with this company & I asked for them to either find my headboard or take back the bed & refund me my money. He told me that they can only do that with the original sales woman I purchased the bed from so they connected me to the Corona location. I ended up talking to another woman in customer service. She tried to find my headboard. At first she told me that they did not hold it and ended up losing it and then another time she called me back and tried to tell me that it was in fact the same headboard. When I asked again for a full refund she said that she will try to figure something out & will call me back. 3 days later I still had not received a call so I called again. I ended up talking to another woman who went searching for my headboard & came up with the original information that it was not tagged but indeed lost within the warehouse. She set up an appt. to have a manager go through the headboards & find one in good condition & had it marked for delivery to me. We set up a delivery day for yesterday. I received a phone call & a text a message saying my delivery time was between 10 a.m. and 2 p.m. for yesterday. At 2:30 I went online to see my order status & find out when they were going to be. I planned my day around their delivery time & I agreed to cover someone at work that evening. The order status said my delivery time was between 415 and 8:15 p.m. Nobody bothered to call me so I called customer service. We rescheduled a time for today & when I did not get the confirmation I called this morning. They decided to deliver yesterday evening anyway, did not have an appointment set up for today, & now I am without a new headboard & waiting for a call back from customer service because this new headboard is now lost. I am at the point where I want a full refund. This...

This company does not deserve any stars as the customer service was HORRIBLE! I ordered a patio set from the West Covina store on Friday, July 3rd, with an expected delivery date of Monday, July 6th. The store representative informed me that I would receive a call informing me of my delivery time on Sunday. However, I never received a call. On Monday, July 6th, I spent over 2 hours trying to get in contact with the store and customer service to understand when the furniture would be delivered. During this time, my call was disconnected on three separate occasions requiring me to call back to the store and being on hold for what seemed like .15 - .20 minutes each time I called back. Once I was finally able to get ahold of someone, I was told the furniture would be delivered between 5:00 pm and 5:30 pm.

The driver came .20 -.30 minutes earlier than expected. When the driver called, I informed the driver that my son was there; however, I was five minutes away from my home. The driver stated he would wait. As I arrived home, I saw the truck pulling off. As I looked towards my home, I also saw my furniture sitting outside in front of my townhome. I called the driver up right away and asked why he would leave my purchased furniture outside rather than waiting and bringing my furniture into my home? The driver indicated that "they are only responsible for dropping off the furniture, and that is it." I then asked the driver why didn't he ring my doorbell, as my son was home, as I indicated in my initial conversation with him? The driver once again stated that he was only responsible for dropping the furniture off. He also stated that he was not required to get a signature, and he was not required to have the customer inspect the furniture. I then had to have my son help me bring the furniture into my home to only discover the furniture was damaged, wobbled, was poorly put together, and did not come with instructions.

I called the store up to file a complaint. The store representative (Salesman) indicated that the driver is ONLY expected to only drop off the furniture; the store does not require the customer to inspect the furniture at delivery, and does not require the customer to sign for the furniture to confirm that they received the product. The store representative stated that the driver could drop the furniture off and leave.

I have ordered from Jerome's in the past, not the West Covina store, and my signature WAS REQUIRED for delivery! I was also required to inspect the furniture and sign a proof of delivery, that indicated I was in receipt of the product delivered.

I then informed the store representative that I no longer wanted the furniture and informed store representative that he could have the drivers come back to pick up the furniture. I also informed store representative that he could cancel the pending order of items that are expected to be delivered on July 12th. I refuse to do business with a company with such horrible customer service. The sales representative then put me on hold for about .15 minutes, then sent me to a voicemail that indicated I was "unable to leave a voicemail because the mailbox was full."

It is now 5:58 pm, and I have tried calling the customer service line 7 times. A representative picked up once; then the call was disconnected. All other calls made was unsuccessful as no one picked up the phone. I would not recommend anyone doing business with Jerome's. Please spend your money at a store that is capable of demonstrating the value of true customer service.

This was the closest store with the patio set that I wanted. The store is .45 minutes away from where I live, so I'd hope getting in contact with customer service would prevent me from having to drive to the store. Unfortunately, I ended up driving to the store to resolve this issue. When I arrived, I saw three store representative standing around, but was told that they were swamped. Also, the store had about 5 customers walking around. It is obvious Jerome's does not care about...

If I didn't have to leave a star at all to leave a review, this company would get ZERO stars.

Worst company ever. They do not stand by their product, their protection plans that they shove down your throats at time of purchase, or their customer service! If you want to purchase from a company who will basically tell you that you're wrong (like when they lost one of our couch cushions after fighting to get them to service them, and then they seriously asked if we really gave them 13 and not 12....like I made up the fact I was looking at an empty space on my couch!!) or purchase from a company that will disappoint you time and time again, one that you have to hound and hound to get answers from, well then Jerome's is your company! I thought I was done having to deal with them after the couch fiasco, but now the table that we purchased from them, the wood is lifting and coming up off the metal framing and they refuse to fix it because it's not a "manufacturer defect". I beg to differ.....a table that we have had less than a year, yes, that's a manufacturer defect.

You really need to get it together Jerome's, because I will be posting on every single social media outlet just how horrible this company is, and I will continue to run it on up the line until Jerry has no choice but to listen to me. You'd think it would be worth it in the long run, to just make your customers happy, instead of making each purchase from your company the equivalent of HELL.

Edited to add my experience from today I wanted to give this company the benefit of the doubt after they reached out to me as a result of my previous review.....got all kinds of words from David on how he was going to do his very best to rectify the situation. The situation being a table that we purchased from jeromes less than a year ago that is warping and pulling up from the metal framing. They told us it wasn't a manufacturing defect and to Guardian and use the protection pls . Guardian denies the claim because the table is under a year old and still under jeromes warranty. So here we are, with a table virtually unusable because not only is it warped and uneven, the delivery guys messed up on installation and didn't install the stability rod, which we only noticed because we were looking at pictures of the table online and noticed ours was lacking that! So I get a call from David today with this option. That we could purchase another table at a discounted price () and he would refund us the cost of the Guardian protection, but only if we repurchased the table. So they were not willing to replace the wood table top, nor were they willing to give us store credit on another table. it clearly is a manufacturing defect not only on the quality of the build, but also on the quality of the product, and Jerome's should stand behind their product. They absolutely had it in their power to put a little good will out there and make a customer happy, considering we have furnished every room in our house with their furniture. But they chose not to, because the ONLY excuse they could find to deny us was that we had put the table outside a few days ago because we were hosting a wedding reception and that's when we noticed the warping. It was not outside long enough to get warped, but that's the only thing they can cling to, so they are holding onto that like a life raft. So now I'm left to wonder.....what else is going to break down? And with that thought, is the disappointing knowledge that Jerome's does not care or desire to stand behind their product or offer any kind of helpful customer service. The only thing that is guaranteed with this company, is that with every transaction, know that you WILL be let down, you WILL get frustrated and you WILL wish you had gone somewhere, ANYWHERE else but this fraud...