“If I could give a lower rating I would. Over a year ago I was finally called back with a claim number for my poorly assembled recliner couch. I sent a picture with the parts that came off. Left recliner has never worked, they won’t replace it, I paid the warranty! Don’t buy the warranty it’s a waste of money! I am now apparently waiting on replacement parts that could come 6 months from now or more!! There’s no good excuse for such poor and uncaring service. We are on a fixed income and I care for a disabled individual. Don’t waste your money unless you don’t mind just throwing it away!”
“I had a bad experience from Jerome's not following through with agreed upon terms during purchase about 11 years ago and had no intentions of buying from them again. With minimal furniture selections and extreme back order dates from the pandemic I went into a location to consider giving them a second chance 10 years later. I was looking to purchase about $7000 worth of furniture so of course everyone was very nice. The sectional I bought turned out to be a little big so we returned one of the pieces no problem and were assured we could rebuy it later if it was still being sold. It is now a year later and I spoke with an extremely rude salesman named Nate at the El Cajon location who says we have to pay $70 more than the original price for a piece of this couch that he even told me is discontinued so it is just sitting in their warehouse. This company would rather let this single portion of a discontinued sectional collect dust or be thrown out than honor the original price that I told them I would show them in an invoice. I regret ever giving this company a second chance, no matter how much time goes by they will find a way to screw their customers and be unreasonable and greedy about every little thing. I strongly recommend sticking with a company that takes pride in taking care of their customers and this place definitely isn't it.”
“Don’t bother. They never take responsibility and find justifications to deny your claims and not fix anything. Floor lamp only worked for less than a year and they wouldn’t fix it. Rep said it was under a year warranty but the manager said they don’t have warranty for it. I bought warranty for my sofas. They got stained and Jeromes found a justification so they wouldn’t have to clean them. All orders are backlogged for about 2-3 months. I received a wrong color sofa. Had to wait again until they ordered the right one. Customer service is horrible. The other sofa was damaged.”
“Do not buy from Jerome's furniture. Paid for extended warrentee and we still have not had our couch repaired. 2 years later. We have even gone into Jerome's where we bought our couch and they are no help. They only give us the name of the warrentee co for us to call. And it goes back and forth.no repairs. Awfull.”
“I ordered my furniture back in March of 2021 they kept telling me that my sofa, love seat and ottoman were in back order but, that it would be delivered by May. They finally delivered my items in July 5th damaged and I was still missing my sofa. My furniture came Damaged, lies about delivery dates, they were suppose to pick up my furniture items today but, the delivery guy (Kevin Mejia) we was too lazy to look for my apartment unit and left.
I have requested to take time off from work July 5th and July 12th and both times I was disappointed ☹️ I will never purchase anything from Jerome’s customer service is horrible. I had to dial 9 so, I can speak to a Spanish representative in order for me to be heard.”
“I went in on 4th of July. To be honest, I really went to get the free chair they were giving away. Regardless, no one greeted me or ever asked if I needed help with anything, was shopping for anything special, etc. Absolutely zero service. I made my way back to the service desk where three staff were writing up sales with customers. It was five minutes before the one young lady even acknowledged my presence, and said she'd be with me in a minute. She wasn't even the sales rep closest to me. The one who was never even looked my way, despite the fact I was standing a few feet away from her.
Did I mention I'm disabled? That's right! I walked through the El Cajon store, all the way to the back service center, passing several sales reps, including two men who were chatting together instead of offering any assistance to me. Considering I was using a walker, I don't believe I was exactly invisible, but the staff at Jerome's sure acted like I didn't exist. Hmmm....discrimination perhaps? Maybe I need to pursue that. The point is, Jerome's really doesn't want me as a customer. No worries. When I need new furniture, I'll shop elsewhere.”
“Will NEVER buy from Jerome's again. I had been a repeat customer; spending thousands of dollars on various items in the past. NEVER AGAIN.
In April I purchased a dining room table and during the "sale" was told it was in stock and would be delivered right away. As I completed checkout, I was told--oops the table is not in stock but would be delivered in 2 weeks, for sure. In anticipation of the delivery, I removed my old table and chairs. Then, no delivery, no phone call, nothing. I have to go online and call repeatedly for updates. The middle of May turns into the end of May turns into the middle of June. Then during one of my regular checks on their website--I finally see it's in stock and ready for delivery. NO ONE CALLED ME. If it weren't for me checking constantly, I would have never known. So I called to scheduled the delivery and told them for future reference, this was not cool. The woman who took the call apologized and said they dropped the ball.
So I scheduled delivery for this afternoon. This morning I get a random text with no identifying info saying "your order was damaged and item is now out of stock." I'm like--who is this? They say Jerome's. I tell them to call me or provide a contact name and number. Do they call? HELL NO. Do they reply to the text? HELL NO. So I have to take more time out of my workday to call the main number multiple times to be put on endless hold before the line is disconnected. On the fourth try, after being on hold for 10 minutes, Jen (woman with no last name), from the Torrance store answers. I tell her I'm upset and want to speak to a manager before I just cancel the order. She tells me she just canceled it. I tell her I wanted to speak to a manager FIRST, to which she now states, too late--it's canceled, and oh by the way she is a manager but still has no last name. I ask her if she thinks this is good customer service, and she offers to refund the $149 delivery fee if I want to wait until God knows when they'll actually get around to delivering it! HELL NO, I DON'T WANT TO KEEP EATING WHILE STANDING FOR ETERNITY! Jerome's will never get another penny from me.”
“One star is too much! I’ve been fighting for almost 2 years for furniture that falls apart within 3 months of receiving!! Customer service is horrible and shoddy workmanship! They only want to give store credit so you can buy something else to have fall apart. Do not buy from Jeromes you will have issues!!”
“DO NOT BUY FROM JEROME’S!!!!!
horrible horrible customer service, VERY RUDE! paid cash for some of my furniture and 3 months later NO Furniture arrived. Now all of a sudden,they want to charge me again for what I had already paid for IN CASH! Horrible experience! No longer will the rest of my family buy from you again! can’t believe how dirty they do their “customers”!!! I also noticed they delete all negative reviews from their website, at least we have Yelp and other places people check for reviews! looks Like they will go out of business soon because the amount of horrible reviews that have is unbelievable!”
“NEVER WILL I GO BACK HERE! I purchased my furniture a month ago now and at the time I was told it would be in within 2 weeks. At the end of 2 weeks, I was told the end of May. Now I am being told the the second week of June!!! Which is totally unacceptable because I have company coming from out of town on the 8th of June and they will have no where to sit! Do you think Jeromes cares about that??? Absolutely not! But I am in tears wondering what to do. I put my trust in them when they told me a delivery date of 2 weeks! And now that I have spent thousands of dollars and still have no furniture, they have no idea when it will be here!?!?!? WTH!
Once they make the sell they are done with you! The salesman doesn’t return your calls. It’s actually hard to get anyone on the phone.
Save yourself the frustration, go somewhere else!!”
“To put it mildly, horrible customer. More accurately customer disservice. Jerome's products are so shoddy they need better customer service but couldn't afford it to correct their many defects.”
“So to everyone out there that gets sucked in to purchasing an extended warranty don’t do it. Jeromes has been a very nice Store for many of our furniture but beware, not all of the furniture works especially electronic recliners. So I purchased the extended warranty against my wife’s Will and she was completely right. One of my recliners ceased to work and after three weeks a technician for the warranty company came in diagnosed the problem as a broken controller. Since this manufacturer Is in China, we will not get the parts to fix our recliner for three months. We also had a little accident in our brown color sofa which caused some odor and because you cannot see the stain they did not cover cleaning it. We have called Jeromes supervisors and their attitudes are that is not their fault basically we chose that company so we have to deal with it. So far everyone out there do not purchase any warranties or electronica recliners at Jeromes because you are on your own.”
“This company is horrible very rude does not care about clients
The staff never helps you only passes the problem on to another rude employee all we wanted was to get the recliner motor replaced I OR MY FAMILY WILL NEVER BUY FROM THEM AHAIN BEWARE....”
“WORST CUSTOMER EXPERIENCE AND PURCHASE OF MY ENTIRE LIFE!!!!! Have been calling, emailing and texting for over 5 months and NOT ONE SINGLE PERSON HAS RESPONDED.
This in turn has now ended my warranty, so now I cannot get my couch fixed because no one has answered me in over 5 months so my warranty expired. Absolutely UNBELIEVABLE.
Not to mention that the couch itself, which was almost $3,000 is complete garbage. Feathers coming out, and is as flat as a pancake!! Was told at time of purchase that I can have it re-stuffed within my warranty. Unfortunately for me, that has now passed since literally no one answers me in 5 months.
Went to the store itself to try and get some help, and they told me there's nothing they can do, I have to speak to customer service. How can I speak to customer service when literally no one responds?!?!!?
Again, have texted, called, left 500 voicemails, 500 text messages, 500 emails, because again, it has BEEN 5 MONTHS!!!!!!!!
Do you do this to everyone? Don't answer and let their warranty pass so that you don't have to help or fix an issue?!?!?!?!?!?!?”
“Jeromes has the worst customer service in the world. They refused to answer the phone and avoid customers. We’ve been waiting since December 30 for our furniture. I have emailed them and I have never received a return phone call. Despite having all their stores fully open they refused to pick up the phone”
“Terrible hold no matter the day or hour.
Lots of passing the buck if you have a problem.
No one returns calls as promised.
They don't stand behind thier merchandise if defective and causes harm.
There is no real customer service, I'm sorry I had to see this side of Jerome's.”
“HORRIBLE CUSTOMER SERVICE
HORRIBLE PHONE CUSTOMER SERVICE. Huge wait time when calling. They delivered prior to the scheduled time when no one was home, then left. Tried calling the delivery department, closed on weekends when they delivery was scheduled. Tried again on the following Monday....was on hold for 25 minutes then disconnected. You never can reach a person at your local store.”
“The owners, Jerry and Anne Navarro say in their ads that among their values is to treat their customers like family. Shame on them for the way Jerome's ignores and fails to provide Customer Service after purchase and delivery. I purchased a sofa in 2018. They also sold me a 5-year third party insurance policy for sofa repair or replacement. Three years later I accidentally stained the sofa. I called the insurance and they said Jerome's did not register my policy with them. To call Jeromes to ask them to register me. Called twice and remained on the phone 40 minutes with no answer. Went to store, they sent a request to their headquarter offices to register the insurance and said I should get a call in 5 days. I never received a call. I wrote them an email. Received an auto response promising a 48-hour reply. To date reply. If they do not resolve my issue soon. The only option I have left is to file suit in Small Claims Court to obligate them to respond. Their lack of care and administrative inefficiency is unbelievable. You can get better service from government offices.”
“My experience with Jerome's started well, and by well I mean I was advanced upon by an aggressive salesperson the moment we cleared temperature check. We chose a bed we were looking for as well as a mattress and a sectional couch. When we were purchasing the mattress the sales guys up-sold us on a power base that goes up and down. We liked it and decided since it was going on credit.... why not. Here's the kicker. we specifically asked him if the base will fit the bed frame we chose because that was why we were there in the first place. He went and checked and said yes it fits no problem. The bed wasn't in because of Covid-19 so we got the power base and mattress right away and the frame to arrive a month later. Fast forward two months and the frame finally arrives. install guys come in and say that the frame wont fit the power base. call to service center and they say well.... how about a new frame that fits. I'm like dude we went there for the frame we liked not some power base we got as an afterthought. they say well "huff huff huff" we will have to get back to you. Later that night got a call telling me that no the base does fit the frame it was the install guys that screwed up. we'll come back tomorrow and get you all set up. Next day comes with the new installers and guess what " sorry man the power base doesn't fit"... Now i'm angry and call the call center and they tell me because its bedding they don't do returns and if they consider it it will have to go to a manager for approval. a week later that's today i get a call back and they tell me they will approve an exchange for a base that fits but there will be a 10% restocking fee !!! my god these people are nickle-and-diming me for something that was 100% their screw up. They wont give me a phone number or an email of any manager and they are horrible getting back to you.”
“Delivery employees broke recliner. Called customer service to have broken part replaced. They sent someone to inspect and confirm. 3 months later and I’m still waiting for the part to arrive and for them to send someone to fix the recliner. Customer Service says it will be another 5 weeks before it arrives. I asked for replacement recliner instead and they declined. I asked to return recliner, customer service rep said no, sales are final and hung up on me. I will never buy from Jerome’s again.”
