“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.”
