“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”
“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.”
