Jerome's Furniture Mattress & Patio Superstore-San Marcos — Local services in San Marcos

My experience at Jerome’s started pleasant enough, a salesman took us through their large warehouse, and me and my friend Art considered various choices of sofas for the library, we’re having a Super Bowl party. Finally he took us to the discount section we’re their advertiser specials we’re. We saw two indentical couches, these couches are all electrical, one couch worked perfect the other one had no power at all, it was broken. We said we’ll take the unbroken sofa, naturally. We were disappointed to find out that they don’t deliver, after paying for the couch my friend rented a truck and the next day went to Jerome’s and the couch was already at the loading dock. They loaded it and to my house it came, I’m a 74 man with a serious heart condition and cannot lift over 25 pounds. Luckily a friend was there, and my friend ,and girlfriend and Art managed to let this heavy piece of furniture, off the truck , up the stairs and into the TV room, plug it in, nothing, we realized that they sent us the broken one. We were outraged that a good company like Jerome’s would do such a shameless bait and switch on us. We called the company and they curtly replied to bring it back and they’ll find the sofa that we bought and we can have that one. We responded that the rental truck was gone and the movers were already exhausted, and that the least they could do is put the right couch on one of their many trucks come and exchange couches. This is entirely Jerome’s fault for sending us off with the wrong couch. What kind of service are they offering to customers that buy there products? We were shocked that they didn’t immediately try to rectify the situation, and place the onus on us to return the wrong couch, and instead want an old man and his friends struggle to get another rental truck, and return there mistake . While they have weight-lifter dudes sitting around doing nothing,” Is this fair? Is this Jerome’s business model, to treat their customers with such contempt. At present this matter is still unresolved, and I guess Jerome’s is ignoring us, and hoping will just go away. Unbelievable and we are not going to take it, what a hassle it is to shop at Jerome’s...

We ordered a sofa w/ chaise from Jeromes about 4 months ago. Santiago was a good sales rep and by far the highlight of the entire experience. After picking up the sofa and returning home, I assembled it only to discover the entire back piece was missing from the sofa section. So after days of trying to contact customer service I couldn't get in touch with anyone. I went back to the store to try to get this sorted but was assured there were no customer service reps (of about 100 employees) at the store and my only option was to continue trying to call. After more days of calling and emailing I finally received a reply explaining that stock of that sofa has been depleted and my only option is to wait months until the new shipment. I explained to multiple reps how we basically have a massive ottoman in the room now and this is unacceptable. They offered to replace the couch with anything of equal or lesser value. Not an enticing offer so I passed. They offered a $100 gift card if I waited on the new shipment. I couldn't take the slow back and forth of communication anymore with days between replies so I yielded to this option.

Months went by and the shipment got delayed a few times. I finally got a call asking me to confirm a delivery window between 3:45 and 7 for the next day. I confirmed. I get a call the next day that the delivery will be there around 1. Called the company and said this is out of the confirmed window but they claimed there is nothing they can do. So now I had to take personal time from work to run home for the delivery. About halfway home from work I get a call and the driver tells me he has the wrong item and he cancels the delivery. After more customer service back-and-forth I'm assured all they can do is reschedule the delivery.

I've asked for a full refund because I just want to cut ties and be done with this company. They claim that they don't do that but they will have someone from corporate reach out in a few days. Nobody ever reached out. And I still don't have a back...

I purchased a sectional in June of 2021 for our newly purchased home. The sectional has proven to be a huge disappointment along with the customer service from Jerome’s. Our sectional looks like absolute garbage in less than 17 months. None of the cushions stand upright all of the seat material is loose and the fabric has a very gross looking fuzz all over it. (I will post pictures) It is only my wife and I that live in our home with no kids. This couch looks like it has spent 10 years at a college frat house. We purchased another couch at the same time we bought this one from ikea, it looks amazing still and was a fraction of the price. I called and tried to file a claim but they only cover accidents. So I called the store I purchased it from on October 21st and a manager was supposed to call me back. No one did. I called again on October 25th and spoke with Debbie, she said it would be escalated and text me to send in pictures which I did. I followed up with the number that text me October 28th, October 31st, November 2nd, and today November 7th. Still no call back, and when you try to call the hold times are over an hour long! I would not buy from them again and I would also not recommend them to anyone. In the store they treated us great. Once they had our money they have treated my claim like it’s my fault and have very well conveyed an attitude of “we don’t care”

I know a lot of us don’t have many options when it comes to affordable furniture but for the price we pay at Jerome’s I can personally tell you it’s not worth it. One of my favorite parts is they claim the average life span of a sofa is 8 years. Meanwhile ours won’t make it past 2. In the photos I posted you can see our out door couch that has been outside for almost 2.5 years and looks much better than the couch we spent thousands on from Jerome’s! AVOID THIS PLACE...