“Purchased numerous pieces of furniture along with protection plan which I never used. Now I have the need to request service and I am grilled with questions of when where and how it happened plus documentation, photos, receipt etc! I will never again set foot on a Jerome's store. Service I received is beyond mediocre!”
“DO NOT BUY FURNITURE FROME HERE!
I purchased furniture for my home July 1, 2022 and today, Dec 18, 2022 I finally received my item(s). Items that had been scheduled for delivery constantly bad. I may have had 12 deliveries, or more?…all terrible! Items had scratches, chips, scuff marks, waxy-coatings, wobbled, tears and were broken! I sent back items multiple times. The staff is horrible both in warehouse as well as sales supervisors and customer service representatives. They say they treat you like “family” here, if that’s how they treat family, well, I’d rather not have family at all (thank goodness they are not relatives)! I took photos and documented all of the dates, times, staff I spoke to on the phone, drivers, ect. and sent it all to an employee named Debbie in Oct. I was told that she could help me and I never heard back from her as to updates even once! DO NOT SHOP HERE! I heard nothing back from anyone from Oct. 20, 2022 until now. This company does not care about customers, they treat you as though you are unimportant and take your hard earned money. My item(s) took 170 days to arrive. I communicated, tried to anyways, they wont give you any real help, they lie to you over and over stating no supervisor on shift or in meetings…so by sending several emails and by making over 14 phone calls I just became more and more discouraged about Jerome’s. I lost track of all my comminication as it has been 6months since I drove 30 miles and shopped there. I purchased the extended warranty without knowing how cheaply the furniture is made…let’s see if they come through because now my new leather sofa and loveseat are all ready looking and feeling worn out, sagging, ect. I purchased a leather sofa from JCPenny’s 20 yrs ago that looks better and feels better! $5k, what a rip-off!”
“Stay far away from Jerome's and the oops protection they offer. You pay$600 and when you file a claim they deny it. In my case I called because after three months my $4000 plus couches are sagging and feels like i'm sitting on a board, also the material is beading up .so I filled a one year manufacturer claim the technician came out and said couched needed to be replaced but Jerome's won't do until couches are cleaned so oops says no because it's multiple stains wow so upset stay far far away”
“STAY AWAY from Jeromes and do NOT buy the warranty. It's through Guardian which turns out is a 3rd party (although Jerome's probably has an interest in it) and they will not EVER respond. After several weeks they finally opened the order and said it would take 10 days! It's been 2 month's, I've e-mailed, texted and they do not respond. Finally called Jerome's for help last week (12/22) and they said they would reach out to Guardian and they are not getting anywhere either--and I paid THEM!!! People should join in a class action to hold them accountable!”
“Bought a 3000 leather sectional and one year after the cushion are all sagging. I have another couch from living spaces and after 5 years is still perfect.
Plus the store staff was super misleading, ended up buying it online but we shouldn't have.”
“We purchased the insurance for the furniture, called them, they sent out a technician, technician said furniture needed to be fixed, but insurance refuses to fix these pieces if junk. DO NOT BUY furniture from Jerome's.”
“I think they have fake reviews on their website!!!
I do not have a Jerome's Furniture store near me so for the first time in my life I purchased furniture online.... based on all of the five-star reviews. After a couple of days the cushions went completely flat..and now we have to repeatedly fluff and rearrange them in order to get somewhat comfortable on it.
It is the worst purchase I have ever made..and they do not offer returns or exchanges.
I decided to write a review for the sofa and that is when I realized that they only post 4 & 5 star reviews!!!
It is not possible that I am the ONLY person to think thr sofa.is awful!!!”
“We purchased almost 6k worth of furniture from this location and even paid for "concierge" delivery. Come to find out the team that was sent to deliver our furniture didn't tighten or level the couches properly causing a leg to completely strip out and break off the first time it was sat in. We purchased the furniture less than 2 weeks prior. A customer service rep said they would have someone out 9/27 to repair and they no showed. When we reached out today they offered to send us out new legs which would arrive by 10/4 which would cause us to have a non useable piece of furniture for longer than we have actually owned it. Unacceptable! Not customer first whatsoever. See photos of emails from Jerome's..”
“Do NOT BUY FROM JEROMES!!!! They have the poorest customer service ever. Their furniture is aweful. we bought a Harrison % piece sectional and have nothing but trouble with it since it was delivered. After 1 year it was shot. it is just my husband and myself. We are retired. This is normal wear and tear. They came out and repaired a few times. but same things keep happening. now I go to use the extended Warranty, which I paid for. it shows it on my receipt, but Jeromes claimed I cancelled it. B.S. there are no Family Values associated with Jeromes. STAY AWAY>”
“Bought a new mattress from the El Cajon store and we’re told we had 30or so days to try it out and if it didn’t work out they would exchange it or refund it as long as we bought a $80 protective mattress pad which we did. Well I last about 1/2 the night before I move to our couch. When we went back to Jerome’s the salesman denied he ever said that. We are waiting for a call for them to send out someone to check for defects. Not holding my breath but I will pester them til the end of time if I have to. I had to give them 1 star in order to post this.”
“Buyer BEWARE. What an absolutely horrible experience I had with Jerome's in Laguna Niguel. I was delivered a sofa that wasn't anything like what was in the showroom. It was hard and the seat was 3 inches deeper. I was told it will break in.
Not sure how 3 inches would get shorter.
I was forced to pay the delivery fee $99 then forced to pay $277 for them to pick it up. This ordeal was months of waiting to get delivered and months to pick up and a month for them to give me a refund, which I still dont have. All I got was lip service. They do not answer phones they do not respond to emails, they do not respond to texts. I went back in the store only to be told to call the phone number. The answer message tells you to hold over an hour because they are shorthanded. The delivery was a month late. When it was delivered, I was not given a time window and they didn't even show up. Then the next delivery they didn't deliver in the time window they gave me. There are many sales people happy to take your money but their hands are tied when you run into trouble. What a joke. My advice...DONT EVEN WALK IN A JEROMES FURNITURE STORE.
F -”
“I purchased a couch on 3/13 it was "In Stock" and was informed it would be in early April for delivery so we would have to wait 2-3 weeks. Well 2-3 weeks passed and nothing. not a call or an email to say it will be longer. So I called on 4/11 so get status update was informed there were 2 pieces missing and they would be in next week and I would get a text for delivery. Called again on 4/20 to see what was up only to be informed now it is pushed out to early May so another 2 weeks away. Again I had to call in to get this update. My only recourse here is to continue waiting for who knows how long since no one there can actually give me a date or to cancel and get my money back. There have been zero apologies for the wait zero apologies for the lack of communication no offer to discount it for the wait and bad service just oh well. So here I am now 6 weeks in with no couch.”
“HORRIBLE! Please don’t shop there. I just wasted $1,500 for a recliner chair which I needed because of a disability. Less than a year later, it had a large gap in the middle caused by a defect. I was under warranty but no one did a thing to help me. I wish I would have read the reviews first. From now on, I will tell my friends and family NOT to shop at Jerome’s - very dishonest.”
“Purchased a sectional and at the time was sold an additional warranty from a third party that was told would cover accidental pet damage, no questions asked. When I called to file a claim it was immediately denied after first being told a claim was already filed when in fact it wasn’t. When I explained the situation and that we were told no questions asked they said that was on the store. I tried talking to customer service and got no where, in fact they stopped responding to messages I was sending them. I find it very odd that they would sell a warranty and not provide the true details of said warranty. Now I am sitting with a sectional I cannot use because they wanted to upsell and do not want to take responsibility for the actions of their sales staff in providing false information to the customer. Do not buy from them if you are in fear of having pet damage to your furniture ever even though they will tell you different, thanks Jerome’s for my wasted $4000.00”
“Jerome customer service is terrible… Make a long story short I bought a living room room set in my couch was defective and discontinued… they didn’t not let me know I had to keep calling back to fine out… now they did gave me Store credit to get another couch…. Now due to dealing with Covid losing my job I wasn’t able to pay the difference… and I wasn’t aware that the credit expiration date… so now that i have a lil extra change due to my tax return I’m able to catch up on bills..I thought be able to pay the difference of the new couch …because my couch is still discontinued and effective…. But even tho I payed all at once no payment plan now they saying it’s OK give me $100 store credit… Slap my face”
“Spent $3000 for recling sectional sofa and chair--2 years later, nothing reclines or is stuck in the extended position....jeromes does do the warranty, it is transfered to some BS phantom warranty company who will not fix it, will not give you a date when it will be fixed & generally stalls until you give up--the whole Co. is crooked & wouldn't buy anything ever from'em..”
“I will never purchase from Jerome’s again. I bought an expensive double recliner and after 6 months the left side stopped working. Also both ends were noticeably sagging despite very limited use. I was asked to detail the problem and send pictures of the sofa twice. The repairman showed up empty handed just to verify it was broken. We then received an email stating the parts were on order and would be available in SIX MONTHS! I have since emailed and texted the service line several times. While they promise a response within 48 hours, the best they’ve done is 8 days. This company is a sham and they clearly don’t stand behind their product.”
“I bought a leather, or what I was told was real leather, couch and love seat from Jerome's and it is peeling after 1 1/2 years. Very poor quality and they are misleading you if they tell you it's real leather. It's a thin layer of leather bonded to material.
https://steelhorseleather.com/blogs/the-journal/does-real-leather-peel”
