Jerome’s Furniture

Most upsetting anniversary present ever. Not by my husband but my «Management» from Jerome’s.
We went in on Sunday to purchase a new bed due to ours breaking the night before. Sales Associate was super friendly, very outgoing and easy to talk to. We said we wanted a bed that was sturdy enough and tall enough to hold a Temperpedic mattress. We chose a few beds and he ensured both beds we were interested in met our needs. We spent more than we anticipated because we just really didn’t want another «cheap» bed. Once I get home and check out the bed it is WAY TOO LOW (I have sciatica problems. Not that they care lol but its difficult to get up from low places) and the wooden posts were sinking in already making a squeeking sound. Not what I was looking for at all. Especially for $ 500. Spoke to a customer service rep and she was very nice explained that there would be no refund but I could re select an item of equal or greater value. I find that fair and was happy it sounded hassle free.
Came in today went to the sales desk & this is where our whole experience with Jerome’s went downhill. No smile from the girl at the desk just a «Yes, how can I help you» told her what had happened and she cuts me off and says «So you just didn’t like it? Ok well since its all fine and you just didn’t like it sales are final, pick an item of greater or equal value, no money back so the rest is store credit if you find something less expensive and another delivery fee is applied» wait what!!! So I simply said well this is crazy im paying $ 178 in delivery fees? May I please speak to a manager that can possibly assist me further? «Your speaking to one and no nothing I can do its our policy out of my hands» I take a deep breath collect myself on how condescending that sounded and went back to re select and tell my husband what was going on. We both agreed we would just pick it up and assemble it.
We go back to our sales guy and he gives us the total of our credit… Confused we said that sounds like the $ 89 delivery fee is credited back? He replied with yes, that it went back to us but we would just have to repay it with the new one. We were surprised and happy. So he tells us to go and choose another bed and come back to him. We ended up choosing a bed $ 150 dollars cheaper than the original so he sends us back to get more items to equal the allotted amount. We spend another 40 mins just trying to pick up random small items to make up the allotted amount. He prints out the invoice we walk up to pay and guess what?! Cashier gives us a surprise of «Nope you gotta pay the delivery fee it does not get credited back to you its a loss. Unless the bed was defective then we could do something.» So what you’re telling me is I should have lied?
We explained that the Sales Associate didn’t say that to us, once again cut off (let your customers speak Jesus!) «He’s a sales man, he doesn’t know what he’s talking about, we do» well in my opinion he does know something and thats Customer Service. Disappointed and not being a customer who curses and berates people we just said we would pick up the bed. But then our total doesn’t go down? Why I ask? «Because you still HAVE TO PAY THE DELIVERY FEE FOR US TO PICK UP THE OLD BED SO MIGHT AS WELL PAY IT TO GET YOUR BED ASSEMBLED «what in the world?! I am at a loss for words, no one is on the same page, just curve balls.
I literally sat in the car and cried out of frustration. This was suppose to be a hassle free sweet gift from my husband. Now we were both sitting in the car upset, wishing we would have just bought off Craigslist or Ikea. How can such a huge company not have the ability to help a customer out and have the audacity to tell someone «well if you lied». We just paid $ 200 more for a bed that is worth less than the original just because of «delivery fees».

We bought our furniture here in February 2013. Once delivered we had to have them back out 2 weeks later because one of the legs on our coffee table was loose. They came out to «fix it». After that I noticed that there was a sizable rip on one of the cushions. Now we bought the oops protection so I filed a claim and was told that it was manufacturer defect. So I emailed customer service and never heard anything from them and it says someone will get back to me within 24 hours. So I went to their Facebook page and was called a couple days later. I told the person over the phone what was going on not only was it the rip on the cushion still but now the leg has completely come off of the coffee table. I told him that we had the protection and that I filed the claim and let him know what they said. I did mention that I have a home daycare and he said that the oops protection is null and void because I have a home based business. He said I could either have my furniture repaired or the refund on the oops protection but not both. I said I would talk it over with my husband and let him know. He then said he would email me so i would have his email address. I then emailed him back saying that I wanted my furniture fixed and received no response. So I took to Facebook once again and I was emailed this time and she asked for the pictures that I took of the furniture and I sent them and she said she would get back to me and never did. So now I am posting to Unilocal and contacting Turko because I want my furniture fixed and then I will never ever ever again but another piece of crap furniture from Jerome’s again.

There customer service is horrible. After ordering furniture and paying for same day delivery they came that night but the furniture was broken. So sent it all back and set it up for next day delivery. They promised it be there no later than 10pm. When no call came around 9, I called and they said it be there later than expected and be there around midnight. So canceled everything and now after two weeks still the refund has yet to come and have called customer service to see if they have sent it and still nothing. They are not helpful at all and nothing towards helping there customers at this store. Not recommended at all.

We purchased a living room set the leather couch started peeling I was shocked. We called customer service they were rude saying we know it peels but won’t fix it in the warranty. She offered a $ 250 gift certificate 4 months ago we still have not received this. Customer service is bad rude and keeps you on hold for long periods. Just bad business bad products. Don’t shop at Jerome’s bad stuff there. I have called back now six times same story every time. They say I’m sorry will get that certificate right out to you. But never get it. Poor business poor furniture poor customer service poor joke

Bought an over priced sectional in March 2015. Have had problems since day one and when tried to contact our sales associate Daniel (real name is Mohamed) he never bothered to return our call. We will never use this overpriced junk store again. Buyer beware!

Went in to the store walked half way thru the store no one even asked to help me or say hi never witnessed anything like it I mean they do wanna sell furniture right? Went straight to mor and received to much help
Spent about 5k lol

We have had problems every step of the way with our furniture purchase. I should have known when I walked into the store and the sales person standing by the front door was watching a football game and DIDN’T EVEN GREET US. When then walked around the store for about an hour past multiple employees that were NOT with customers and NO ONE acknowledged our existence. But, I liked the furniture and we had been approved online for credit in the store. Finally, Jimmy, asked us if anyone was helping us. Jimmy was great, very friendly and not pushy in anyway. We settled on an entertainment center that was a «Blooper» because the model had been discontinued. We made sure that no pieces were missing and everything that was originally included was there. We also picked a dining room table with matching chairs that we were told is a brand new model, not even in stock yet.
We sit down to place the orders and are told that they don’t typically do delivery on bloopers. (How can you refuse to do a delivery, when I’m paying for said delivery?) Jimmy goes to talk to his manager and tells us that he is having a tough time getting him to agree to delivering it, but assures us that he will make it happen. We are told we have to wait for the table and chairs to come into stock and that they may delivery the entertainment center on its own but will let us know. That is fine, I just needed this furniture by christmas. I’m later informed that it will all be delivered to together, fine.
The day before delivery, I receive a voicemail from Jerome’s telling me that my entertainment center is out of stock. I call in and the person I speak to doesn’t understand why they called me and can’t find notes. She puts me on hold and comes back telling me they no longer have it. I explain its a blooper and is in the El Cajon store. She figures it out and then asks me when I’m coming to pick it up. I tell her its supposed to be delivered. She transfers me to the store where I go through an identical conversation. When I say its being delivered, she asks by who seeming like she’s laughing while talking to me. I explain that they are delivering it, she puts me on hold. When she comes back she says «he wasn’t supposed to do that, but we have to do what he told you so it’ll be taken care of.» Very unprofessional.
Finally delivery day comes, and the delivery is scheduled between 8:30pm & 12:30am. Why on earth is that an acceptable delivery window? Luckily, we’re night owls and didn’t have to work the next day, so whatever. They also arrived by 7:30pm and they were very friendly and professional. But, a piece of glass is now missing from my entertainment center. They assembled our table and chairs and we volunteer to put the entertainment center together because we have to put everything in it while assembling. I had to speak with customer service to confirm everything, I tell them that the glass is missing and the rep becomes very rude and asks to speak to the driver. She berates him for calling in before reporting the missing glass. He has to call another number and wait on hold for 10 minutes in this situation. We are told someone will contact us about the glass.
The next day, we discover that half of our chairs were assembled improperly. The cross bars were put on in reverse, even though they are labeled «left» & «right». And when they screws didnt go in properly because they were in the wrong place, instead of figuring out why, he jammed the screws through with his drill and busted the chairs. We call in about the chairs and are told we have to schedule a time for a technician to come look at the chairs. If he determines they can’t be repaired, then they’ll schedule for a replacement delivery. He came today and was able to «fix» all but one of the chairs which he schedules for replacement. He says someone will contact us to schedule delivery. Meanwhile, no word on our missing glass.
They contact us and tell us that we have to pick up the replacement chair! We get in touch with a manager and have to demand delivery. Now it gets better, i go out to check the chairs and now 5 of them are wobbling. So, we had to schedule for ANOTHER technician to come and adjust the chairs AGAIN.
My husband has to get in touch with a manager in Rancho Cucamonga to get assistance with the glass who explains normally it wouldn’t be replaced. But, due to the other issues, she’s going to push it through but they have to review everything first and it can take 12 – 18 weeks to get the glass. This has been the absolute WORST experience I have EVER had, anywhere.
I know probably no one is going to read this entire review, and thats fine. Just don’t shop at Jerome’s in El Cajon. I know I never will again.

So I hate to do this on a social media format but I really don’t know how else to express my utter disbelief in the service we have received from Jerome’s. Hopefully this will serve as a warning to all potential customers when dealing with this company.
So, here is the saga. I purchased a dining room set last December 2014. We choose 4 chairs and a bench. The bench seat was on back order until January. That was fine. We could wait. January came and no update so I called the location. I was advised it was now on back order until Feb. Ok. Having worked for a large furniture retailer in the past, I understand these things happen.
So several months go by. No phone calls. No updates. I would call and there would be no update. This was a pattern for several months. People would promise to call me back and they never would. Someone would tell me they think it is in the warehouse but their computers are down (seriously you need a new IT resource because your systems are down a lot). My husband travels for work and I have been fighting cancer (not trying to make anyone feel bad just the facts of my life) so I didn’t have the resources to really sort this out full bore but I did call consistently.
About 5 months ago, I received a call saying they had my bench. Why had I never picked it up. I said I have never heard back from anyone about it. Can you deliver? It was a huge extra fee which they could not waive even though I had been waiting for months. Ok. My husband will be home in a few days we will come get it then. There was no way I was going to get the bench in and out of the car on my own. So we go to Jerome’s that weekend. The computers were down (like I said you should fire your IT). They looked in the back but without the computers there is nothing they could to locate it. They would call me when the systems came back up.
And no calls once again. So we went back down to the location. They had no idea where the bench was but someone would call me. No one did.
So finally a few weeks before Thanksgiving I was like I need this damn bench! The holidays are rolling around again and we will once again only be able to seat 4 people. So I called and asked for a supervisor. A girl got on the phone and seemed like she was going to be the one to finally solve this issue for me. Bad news-​the bench was now a discontinued item. Good news-​there was one left in all of San Diego at it was at the showroom over by Morena Blvd. The would sell me this used bench for $ 50. Ok great. Can you deliver? No. The schedule is too booked because of the holidays. OK. Can you send it to the El Cajon store. I can get my dad to come with me to get it but we couldnt match our schedules up to get him out to Sea World. No. Due to their shipping logistics it was not possible. (in a side note if I had a customer that had been given this much run around trying to spend money with us, I would have loaded the damn thing in my car and driven it over to the El Cajon store myself). OK. Let me call you back and see if my husband is coming home this weekend so we can come get it.
My husband did not come home until Monday. I had called and let her know I would give her a time when he got home. When I called Tuesday, she had been transferred to another store, their computers down (are you kidding? How do you ever function!!!) and they would call me back. That was two weeks ago and no call back.
I purchased this dining set because of the bench. And now I have a table which I can only seat 4 at and not even the ability to get additional chairs because no one has ever bothered to let me know if that was possible. Granted I know its 1^st world problems but I work hard for my money. I spend it with a company expecting they will fulfill their end of the agreement. (You know something simple like give me what I freaking bought). So… while we love the table we will not be shopping at Jerome’s ever again. In addition I would warn you to consider not purchasing anything unless it is in stock. If they say back order, run for the hills because as I was informed by someone on one of my many calls, because I accepted the partial shipment have no recourse but to deal with the table I have and always only be able to seat 4 people.

Pure garbage of a store and customer service! 2 weeks to get my bed wtf? Anyways I will never shop there again!

I just want everyone to know how fraudulent Jerome’s warranty is. Please visit the follow website and be a witness to all the reviews. Not one person gave this company more than 1 star. Please be aware before being scammed here. No one deserves to be lied to.
Also wrote to the BBB and they answered back on the deadline. Lame excuse saying the cut was not deep enough. I want guardian to go down and I want jeromes to not lie to their costumers. Jerome’s you should be ashamed of yourselves for supporting such a horrible company.

I’ve bought all my furniture from Jeromes, I have done so for years. I recently purchase a living room set and was told by our salesman it would be in on the 27^th of sept. My husband and I sold our current sectional on the 27^th to be ready for delivery by the 28^th. I called yesterday to ask about delivery and was told the set we ordered would not be in until mid October. This was not told to us when we purchased it. I informed the CS agent what we were told and she said the sales dept is never suppose to give details. however we were given details and now my family and I have nowhere to sit. This was very unprofessional on Jeromes part, the service rep did not seem to have any sympathy about it either, she said to go in and pick another set or we could get a refund. I’m very disappointed!
ETA: Zachary from Jerome’s reached out and has arranged a loaner set for us to use until our set becomes available. Thank you Jerome’s, I am one satisfied customer.

I go to Jeromes because I don’t have a ton of options with budget. Most of the time it has always been hit and miss, but I just roll with it. However a love seat I purchased maybe a little over a year ago has put me off.
I purchased a 600.00 loveseat in a brown microsuede type of material. It has worked out real well, up until a couple months back when a side of the loveseat started lifting and exposed little tiny nails. I have not been able to fix it. I contacted Jeromes «customer service» department online, and they said they would have someone call me. They never did. That was weeks ago
I am pretty much over them now, and sad thing is they will not care (obviously) because people will still come and buy their crappy stuff because like me the options are limited.
I will put pictures up soon of the nails of death
I’m almost afraid of them contacting me through Unilocal,because I can see that they havent actually helped anyone all that much
Clearly the high reviews are *bought* reviews too

If you seek a genuine, non — biased review of the quality of Jeromes furniture products (couches) and customer service, please read on!
I have purchased thousands of dollars worth of furniture over the years from Jeromes, including several couch sets. About a year ago, I purchased a couch set from the Jeromes store in El Cajon (around 3g) including the insurance for accidental damage (spills, burn holes, etc.) There is also a manufacturer warranty of 1 yr for bad parts, etc.
About a month into ownership, I noticed that almost every kick stand was sideways, lopsided, and the back of a few couches were crooked. When I call, it takes weeks (3) for them to service. They claimed it was just all put together incorrectly by whoever delivered them to us. That’s ok.
Until a month or so later, all of the couches started to quite literally fall apart. It would take weeks, sometimes months for a service professional to come and fix the couches. They would order «parts», forget to order parts, order the wrong parts, not show up for scheduled appointments, the list goes on. Over the phone, a customer service woman literally asked me «Well, you must be using them too much and sitting on them too much.» ABSURD! What is a couch for?
Not to mention, the «insurance» I purchased– I had a minor burn hole on an arm rest that is covered by insurance. They said I could get a replacement piece of furniture at equal or lesser value, or $ 100. I was to email them back with my choice, which was $ 100. I have never heard back from them or seen this $ 100. It has been over 7 months!
Most recently, we had a service individual come out to fix our broken couches (for literally the 6−8^th time), and I actually overheard a woman from Jeromes on the phoneline with him say something along the lines of «The couches are trashed, huh? They destroyed them right? «The service man says «No… they are in almost perfect condition actually.»
My mother has MS and the stresses of this couch situation has literally made her physically ill. I came home and she was in tears because she waited 4 hours for a Jeromes service professional to bring a part to fix our couch, never showed, and she got hung up on twice when she tried to call. She spent all this money on nice couches that are falling apart and it is a truly helpless feeling!
Shame on this company. Terrible, cheap products and even worse customer service.

Custom ordered a new sofa. Order arrived tonight (hours after schedule delivery time) with the middle back sofa back cushion missing. We now have to wait weeks for the factory to make us a new (missing) cushion. Is there no QA person working in the factory?

We purchased a bonded leather love seat approximately two and a half years ago. The couch was an off white/​beige color. Ever since we brought home this piece of furniture the leather has begun to flake off leaving bare white fabric underneath it. I have attached a picture of the current condition of this bonded leather.
We also had poor customer service regarding the delivery. We were given a specific appointment of when we could pick up the couch so we rented a U Haul vehicle to do this ourselves but when we arrived, apparently the El Cajon Jerome’s store had not fulfilled their end of the deal to have the sofa delivered to that store from the warehouse. Needless to say it was not available to pick up despite us already having paid for the pickup truck.
The store then arranged for the sofa to be delivered a day or two later.
We would expect any sofa or couch to last about ten years so we are very disappointed at the quality of Jerome’s merchandise. In fact after reading many other similar complaints on Unilocal,it appears this shoddy way of doing business is Jerome’s standard.
Nothing ever seems to be done by Jerome’s except a benign reply from a company representative on the Unilocal web site. Jerome’s has terrible furniture quality and customer service. This situation makes you wonder how they have stayed in business for so many years. They get one star and we are never going back again for anything.

We bought a pair of couches and were thrilled with the look and price. Our salesman convinced us to buy the service plan, claiming that everything was covered (minus dog scratches). So 2 years later we see that the leather is cracking/​peeling and the stitching came out. No problem, right? We took pictures, emailed, called, etc. and were told to read the fine print of our warranty. Our salesman had blatantly lied. There were many typical problems that were not covered. Essentially, the warranty was worthless. I called nearly a week ago to speak with a manager and have still not heard back. Jeromes won’t be getting any more business from us or our family.
UPDATE: I called and contacted the customer service representative. I never heard back from him again. Disgraceful!

Customer service was the only good thing! It’s all about the sales at the end of the day! They refused to deliver their discount stock @ the back room. I spend $ 2,100 and the still charged me $ 89 for delivery, not the best delivery! Delivery came later than the time frame and they couldn’t find my place. They assembled my bunk bed and cracked one of the frames because they were using power tools… The delivery guy tried to coverup the crack with a black marker which I clearly saw him… So unreliable. Customer service send someone 2 days later to replace the rail @ 1130pm @ night. Really? Delivery people they hire just don’t look legit to be let inside your home… I will never use this company again! Please don’t buy their warranty… or care package whatever it’s called! They really pressure the customer to get it…
Update: I received a call from Customer Service 15 minutes after I posted my Unilocal review. Customer Service agent apologized for the delivery guys and offered to refund the delivery fees that were charged to me. I have not yet checked if the delivery fees had been refunded.

I previously rated this store 5 stars for the great service the sales team provided, but now I’m giving the follow up 1 star.
We were told our furniture would be in a week after purchase. After not hearing anything after two weeks, I called and was told that there was an additional two week delay. That time passed with no delivery or contact so I called again and was told that there would be another five week delay. The customer service person I was speaking to couldn’t give me a reason and offered no apology. When I asked for the delivery fee to be refunded (just $ 90) she told me that her supervisor would have to call me to discuss. No one called! So now they get one star for blowing me off.

Here is what happens part of the sectional and chairs after two years. Trash don’t even waste your money. B T W– I’m still waiting for Ozzy to call me back

After speaking to the store manager Krondi who was pleasant she stated she would send a seasoned technician out and he would take care of the problem. I wasted another 3 hours of my life waiting on a technician who offered wood glue for a chair that I was told last week would receive a whole new back piece and wood paint on the obvious peeling laminate on the side of my table.
He offered no explanation to why the laminate is peeling. He was pretty much silent and stated he doesn’t make decisions he just takes photos and send them to his manager. I tried to reach Krondi she isn’t today.
I just would like for Jeromes to stand by their product and honor the warranty. It’s obvious that the table has issues due to manufacture defect. That the laminate was not sealed property and that is why the side panel is lifting.
I have been a loyal customer for 15yrs never had a issues with purchasing furniture from Jeromes. My husband and I are wanting to purchase the cuddler sofa before we have our new addition to the family, but how do you spend a thousand more dollars with a company that keeps screwing us around ?
Very disappointed!
If the salesman would have not lied about the warranty in the first place we would be in the situation.
Shame on you Jeromes for treating your customers so poorly.
⁴⁄₂₄
Krondi still has not called me back it’s been over 48 hrs. I called in today spoke to Mandi she stated Krondi will be out until Sunday and there is no other mangers, I asked her if she knew who her regional manager is and she stated that they have NO information or knowledge who that person maybe the only knowledge she has is of the El Cajon’s stores customers service managers and I advised her that I feel I am getting the run around and that I am thinking filing a civil suit she then stated at some point that there was manager around by the name of Jill. But Jill would not speak with me directly.
I was also advised by Mandi that she could not put her statements in writing in regard to the repair on my dining set. Which I feel is absurd, if it’s the truth and you are providing customer service why is it a problem to accurately document and provide the customer with the information you are verbally providing in writing?
After ending the call I did some research and Jeromes has been sued 35 plus times dating back to 1978. I just want somebody bigger than a customer service manager to contact me, if not I was be taking legal action.
The second tech had no clue what he was suppose to repair or look at and he left his bag at my home with ALL kinds of tools, paints, wood glue. And has not returned to retrieve his belongings.
Odd !