Jerome’s Furniture

ATTENTION: If you have been scammed by Jeromes in anyway, PLEASE contact me. I am getting together with some other unhappy customers and we want to start an investigation along with a large group law suit. Thank you !!
Jerome’s furniture sells refurbished furniture. We have to open a claim against them. We have documented proof from the insurance company they send out to try and fix whatever is wrong with your furniture.
Straight from his mouth «this couch was broken, put back together and then sold to you». I am still waiting to hear from Jerome’s to make this right, or we are taking them to small claims court.
To the customer service comment below. I have already tried contacting Zach and he will not call me back. And this is not in regards to a mattress. If you see below, you will see my story in the other reviews, plus the broken and refurbished 2,000 $ couch we bought !!

Bought a microfiber sectional over 4 years ago from Jordan. Jordan was very nice, honest and not pushy at all. The sectional is extremely comfortable and still probably has a good 4 years on it. So bottom line, 1200.00 for a Microfiber sectional with ottoman, with an approximate 8 year life span. We will be purchasing from Jordan again soon.

Purchased a $ 2000 couch in July 2015, had to have a technician come out due to every cushion having ripped or separated fabric in January 2016. The tech apologized due to the incredibly poor craftsmanship of the couch and noted we would need new couch cushion covers made. The order was placed in JANUARY. I called at the beginning of JUNE asking where they were and was told they had been in the Murrieta location for the past few MONTHS and no one had contacted me, but would be installed that Sunday. I call the next week and am told I would receive a call from upper management within 24 – 48 hours. It has been five days since that call. DO NOT BUY, my items are still covered under manufacturer warranty and I purchased the extended warranty and I’ve had a couch that I haven’t been able to use for the last SIX MONTHS.

I purchased a recliner from them yesterday at 10 in the morning. I was planning on getting it delivered the same day however know where on the website does it say same day delivery goes until Midnight!!! Since I did not want to wait up until midnight I chose next day delivery. I was told my chair would come around 5:30!!! I have been tracking the delivery and it now shows 6:30!!! I called Jeromes and they said delivery could be up until 8:00???
Just want everyone to be aware of their bate and switch on their delivery times.
Once I actually get my chair I will review that.
I realize times can change however I find it disturbing that my time went from 5:11 to now 6:30??? After my complaint
And it just keeps getting later and later. From 5:00 to 6:45. lol should have just done same day. Looks like I will be up all night anyway.
Will never buy from this place again!

AS I SAID IN ¹²⁄₂₀₁₅ HORRIBLE… It got even worse… so now this great couch we purchased from Jeromes… is ripped on the seam for the THIRD TIME!!! AND A PILLOW… Called Jeromes spoke with a gal named Adelina… she said «I’m sorry your out of your one year factory warranty… REALLY!!! this is the 3^rd rip in a year… All I’m asking is for the same craftsman just replace it with a different fabric… I decided to reach out to Zachary who commented on my previous post. but all I got was a voicemail.
I have no other choice to be visiting RS County court house to file a small claims case…

When I first came here, I honestly wasn’t even in the mood to buy a couch, but my wife dragged me here so off we went…
Jordan initially greeted us and let us roam around while coming back every so often to see if we had any questions. We were probably 25 minutes and a few chocolate chip cookies in before I finally found a nice recliner that I thought was perfect and actually at a great price! Did some back and forth with my wife on options, color, warranty, etc and then Jordan finally wrote us up and placed the order right away.
I believe 2 or 3 days later, the couch finally showed up! They stored it for me for a few days and then I picked it up the following week with no issues. Overall, we had a great experience and I’ve had no issues with the couch so far. The warranty is almost a no-​brainier at $ 100 for 5 years, but we’ll see what happens if and when it comes down to submitting a claim…

This is the last time I ever do business with Jeromes Furniture. We just spent several thousand dollars on bedroom furniture, and the company they deal with SYNCHRONY for financing does not believe my military ID is a valid form of identification. We have purchased from Jeromes over the past 28 yrs many, many times from the El Cajon store to San Marcos and the Murrieta store. If you are a Military ID card holder, active duty or retiree, please do not shop at Jeromes until they stop doing business with this bank. Share with your SOCAL Military FB friends.

The problem with furniture stores and ratings is that many people have unrealistic expectations of how furniture will hold up over time. Hence it’s rare to find a furniture store with good reviews. Jerome’s doesn’t sell any total junk but they do have very good all the way down to affordable furniture that looks good but won’t take a lot of abuse. Unfortunately most people won’t bother leaving a review if they’re totally happy with their purchase. Probably about 70% of the reviews left are from people who are upset about one thing or another. If every happy customer left a review, the great reviews would totally swamp the poor reviews from people with issues. And bear in mind you’re only getting one side of a story and you know how reliable that is.
So now our experience. We purchased a couch set and Michon helped us. The set was much cheaper at Jerome’s then we’d seen elsewhere for the same set by the same manufacturer under various other names for different outlets. Michon was very honest about what we should expect in terms of durability with this material at this price-​mark and how to get the longest life out of the set. Since neither of us are in the habit of flinging ourselves at our couches we figured we’d be fine and that has proven true.
The delivery happened exactly as scheduled with several phone calls coordinating the delivery. The delivery guys were very professional and careful. The girl on the phone from Jerome’s seemed very concerned that everything went according to plan and wanted to know if we had any concerns about anything before she would let her guys leave. This is not something you’ll commonly hear about from the smaller furniture stores. They just don’t have the staff to be that concerned.
Thank you Jerome’s and thank you Michon, you’re the best. It’s nice to deal with somebody who knows the market and knows her stuff. Our guests have all assumed we paid far more than we did. Lets leave it that way.

So now that we’ve owned the furniture for a little over a year… I’m a little bit disappointed. The bedroom set we purchased is still holding up okay but the couch set, not so much. The cushions are completely sunken in, the arms of the couches are already broken. It’s not just normal wear and tear, they’re falling apart already. The seams are also ripping. We aren’t rough with the furniture, just usual use. The tables also scratched super easily. We knew we were saving some money by shopping here but I was hoping the furniture would at least hold for 3 years before having to be replaced.
I still strongly believe the customer service there was amazing, but the quality of the furniture didn’t impress me.

Furniture: good price but you get what you pay for. Pretty uncomfortable. Looks nice but that’s about it.
Service: you walk in and employees follow you like a hawk. They seem very attentive at first but not too educated on the product. Customer service is useless. Trying to exchange a product is made very complicated and they are not nice about it.
Overall the service and product are mediocre.

Salesman Jordan always has been so very helpful for myself and my family and so courteous to my family over the years. That’s the one positive thing… Now the truth
We bought a couch and the 5 year warranty. Two years ago. My couch developed a strange click sound in the frame. Thank goodness we bought the warranty.
Technician came out to my home and opened up couch to fix. He called me over and asked how long ago the frame of my couch was repaired. I responded with he is there to fix my couch now. He explained to me he sees the problem but it was frame damage that was pieced together to repair once before that failed causing my current problem.
The technician showed me and documented with photos for his repair order the damage. It is in the corner rear of frame. His guess was the couch was damaged in transit loading then repaired and sold to me as new.
We paid retail for our couch as a new unit, almost all of our home is furnished from jeromes. It is very upsetting I was given a product that was broke then fixed and sold to me as new.
Spoke with Zach at jeromes as I saw he was the go to guy when there is problems with jeromes customer service. I will give someone a chance to make a situation correct before I give a negative review.
I can not express enough how poorly jeromes treated this situation. This Zach after several weeks of back and forth said he could not get the report from my warranty work where the pics were. I was told that it is unfortunate my couch was damaged when I took delivery of it and they would give me a 400 gift card for my 1800 couch.
I was not asking for anything other than my couch being replaced with the exact same one just not with a broken frame. My couch is in perfect condition except the rear frame has been fixed twice. If the first repair did not work the warranty work the technician which is the same fix will only sadly be temporary as it’s the main beam of the rear frame.
A 400 credit does not give me piece of mind in the couch my family purchased that was supposed to be new. All I want is the new defect free couch we paid for
I STRONGLY ADVISE ANYONE FROM PURCHASING FROM JEROMES THEY WILL NOT STAND BEHIND CUSTOMER SERVICE OR PRODUCT WHEN THEY MAKE MISTAKE AND DELIVER A DEFECTIVE PRODUCT.
Lucky for us my wife and I keep great records and documentation. We have spoken with a lawyer who is drafting up the paperwork for court and we are going to proceed with the matter legally.
Hope this review helps someone not make the mistake we have and they go elsewhere to purchase furniture

Jeromes has an insurance if you lose your job or are unable to work,…but they screw you over with late fees even though it’s between the insurance and the people handling your account. .they’re cold and don’t care what happens to you and will pick up your items if you are late… what If you are struggling to get by… and you paid for this insurance for an entire year… and now the games begin! I will never buy anything from jeromes again!

Wow. What a nightmare! We bought a sofa from Jerome’s and it was delivered 4 weeks later with the wrong pillows. We spoke with their people and they agreed to get us some more pillows. 2 months later they delivered sofa cushions and left them on the side of house where they got dirty. Now after nearly 4 months, one of the sales people calls and says she’s the manager and that they can’t get the pillows because the manufacturer no longer makes the material. I’m all done with Jerome’s. What a bunch of clowns!

I would not purchase any furniture from Jerome’s again. My wife and I went in on a Sunday to purchase another couch. A few years back we filled our new house with furniture from Jerome’s and had a decent enough experience that we requested the same salesman, Jerry. He even seemed to remember us.
When we made our selection we were thinking of getting it customized with a different material but were informed it could take up to 5 weeks for the customized option. The salesman, Jerry (Gerardo), then informed us that they had the floor model «in stock» and ready to go. Well then, isn’t that nice! So we opted for the «in stock» model.
Once we placed the order and signed all of the paperwork, we were told they will call us the next day for a delivery window. Well, the next day came and went, and there was no phone call. So I ended up calling them and was informed that the item was in fact not in stock but it would be in by tomorrow and I would receive a phone call to schedule delivery. You probably guessed it, but they did not call again. So I once again dialed up Jerome’s customer service and was told, yet again, that it was still not in stock, but it was going to be in tomorrow and they would give me a call… I’m sensing a theme here. Well, wouldn’t you know it, they did not reach out again.
With all of these calls to customer service with the same result, I’d thought it best to just drop in that Friday night to see the salesperson who sold us the couch. I told him what happened so far with the couch and he seemed surprised and seemed ready to help. But that was short-​lived. I was simply passed off to the customer service rep behind the counter where you pay for your furniture. I was told they would personally call me by Sunday informing me either way if my couch was ready or not and that there would be no delivery fee. Welp… no phone call on Sunday; however, I did receive an email from their automated system letting me know that my couch was now 2 weeks out of stock. Super cool.
I was still holding out hope at this point that Jerome’s would want to satisfy a customer at this point. So once I heard back that the couch finally made it in stock, I called the ever-​so-​helpful people at Jerome’s once again. I asked if there was a manager I could speak to regarding my service to-​date. Once I informed him of the events that had taken place regarding the couch, all he could offer was free deliver… which I was already promised 2 weeks ago from a couch that was supposedly in stock. Once I requested to cancel my order they graciously offered to thrown in an additional $ 50 of store credit… yeah, no thanks.
Save your time, money and the hassle of purchasing anything from this (or probably every) Jerome’s. If this is the level of customer service, then the extra warranty isn’t worth anything (read other reviews to confirm). Even after being a previous customer that purchased a whole house worth of furniture, this is the level of respect you get.
Please think twice about Jerome’s. These Unilocal reviews speak volumes. I wish I had only read them before I wasted my time at Jerome’s.

Jerome’s Furniture has horrible service!
I spent thousands of dollars at Jerome’s Furniture and also purchased the warranty. A few months later the leather couch and leather recliner had faulty frames. They told me they needed to order new frames and it would be 3 months. Then after 3 months they forget to order a part! Several calls to them asking to have management call me, no help. Then asking to have owner #Jerry Navarro call me; no response. Tonight they call me to let me know even though I have an appointment, they can’t come and fix the sofa tomorrow because the part is in Santa Ana and was not picked up! This place is a joke! Drive there and get it; I’m in Murrieta and have had a bunch of problems with this situation. I spend almost $ 10K and their customer response is pitiful! The CEO doesn’t answer requests to call. I will never purchase anything from Jerome’s again! Go shop at a different furniture store.
#Jerome’s Furniture
#horrible customer service
#they don’t care about me!
#joke of a company!

I was so excited to see the new gel sofas. Too bad they’re still designed for huge people in McMansions. I wanted to give the store less than four stars, but then I remember I have two wonderful leather glider chairs I bought here four years ago and they still look like new. We sit in them daily in a bay window. The sunlight has not damaged the fabric.
Jerome, I want three matching six to seven foot sofas with sleek lines, but not low to the floor. Sexy arms and legs, soft fabric in wheat or brown.

Do not buy here; poorly manufactured furniture with extended warranties that are misrepresented. I purchased thousands of dollars of furniture from them, from office, to dining room, to family room, including extended warranties. No more. When I finally had to use their extended warranty because the dining room table chairs were poorly crafted and literally falling apart and the table finish was clouding, they refused to cover the damage. They said that if they fell apart as part because of an accident, it would be covered. But because it’s a defect they will not cover it. I asked them what an accident was as it pertains to the table. She said if someone sits in it and it falls apart. So, in sum, I must put someone at risk to have my furniture repaired under the warranty I purchased. That was not part of the deal and was not what was represented to me at the time of the purchase. I spent time discussing the warranty with the Jerome’s salesman before I bought the warranty to ensure that it covers these sorts of things. They lied. Now I am stuck with unsafe furniture from a company that doesn’t stand behind their product, their name, or their word. Will update if anything changes.
Update: The response below says it all. They do not care to stand behind their product or that their salesman misrepresented the warranty. And their warranty is worthless. Never again Jerome’s. Never again. How about fixing a simple problem. I am not asking for a refund of the furniture. Or requesting outrageous compensation. Just fix it. Or don’t. But lying about the warranty then saying sorry we lied, that’s where they stand.

We purchased a 70″ TV hutch from Jerome’s a few months ago. We loved the hutch and our Sales Girl, Amy Jones, so much, that we went back yesterday and asked for her by name.
It’s what you’re supposed to do, when you get good service. We’ve also recommended her to family and friends. AMY JONES.
Yesterday, we made it in before noon. We purchased a dining set, a recliner and another TV hutch.
We returned home and by about 3:30 received a text confirmation that delivery would take place between 4 – 8 pm. Everything went as promised. The delivery men were professional and experts at setting up our furniture. I cannot express enough how pleased we are with Jerome’s.
They maybe bringing in merchandise from Vietnam, Mexico, China, etc. BUT I am ecstatic about my finds. I have looked everywhere for what I finally landed on. Thank you Amy Jones and Jerome’s staff, for exceeding our expectations, each visit.
My only question is this. Really, their price is their price, and that’s it? I am told that they NEVER give discounts… For that, I am ok, as long as it’s consistent across the board.
I did not buy extended warranties as I have seen reviews where customers were NOT covered.
5 GIGANTIC STARS FOR JEROMES*****
We loved that 70″ tv hutch so much, that we now have purchased 3 of them total. Thank you for another flawless experience.

So I’ve had these things a few months, and already stuff is breaking for no reason. Bought the Guardian plan, contacted them, and they refuse to do anything. After reading their reviews, I’m face palming. They don’t honor anything, constant lawsuits, and the only 2 (TWO!!!) warranties they’ve honored in 2015 were both held by Guardian employees.
My sofas have been well taken care of since I got them, and are falling part because they were poorly put together using crap materials.
Thanks a lot, Jeromes.

I wish there was a zero stars option. The quality and customer service of this company is so poor I am surprised they continue to open stores. We bought a «custom order» couch, meaning it was grey, and you know nobody orders grey couches. Anyway, we bought our couch two months before we moved into our new home, which we were renovating, July/​August 2014. Since then, we have had four «service calls» for the couch in which they came out and took pictures of the collapse chaise lounge pillow. The first visit, they took pictures and ‘ordered the part’ — which was additional stuffing. Nine weeks later they came and stuffed it. Long story short the chaise has been restuffed twice, it slides out of place every time we get up from it and now has a broken zipper, so we have yet another appointment for the zipper repair. ****UPDATE: they did not call, confirm or show-​up to repair the zipper****We are a small family, not a frat house. A $ 2k couch should last longer than two months, 24 – 36 months would be reasonable, before it starts to quit. I have made more phone calls than I can count to Jerome’s stating that the couch is embarrassing and defective and should be replaced. They continue to brush me off with more stuffing. (and it’s a brand new story every time I call, because no one notes the system). If Jerome’s thinks they are in the business of quality furniture and positive customer service, they are in the wrong business. It is unfortunate that the jovial man on the commercials must be unaware of the sham that is his namesake.
*****UPDATE: after calling and emailing the gentleman below — nothing. UNTIL I filed a claim with the BBB. I am going to let BBB do their investigation and will update upon completion.