Jerome's Furniture

Never actually wrote a review that starts "if I could give it zero stars I would" but, here I am!

We went to jeromes to purchase a mattress because out old jeromes mattress began sinking where we sleep leading to back pain and horrible nights sleep. This went on for quite some time before I finally reached out. Only to find out the mattress was discontinued and yes, in fact, our mattress was defective. We went shopping to buy a new mattress at jeromes bc we had a credit from our last mattress.

As we walked through the mattress section, the Salesman was really nice but admittedly newer. So we had a few questions he had a little trouble answering. He brought in a senior salesman to help us. After looking at similar mattresses to the one we had, he directed us to their mattress that is similar to the Sleep Number "but better" per the sales associate. He gave us the run down, walked us through all the bells and whistles, and we were pretty impressed. But had a lot of questions. He repeatedly assured us that this is the most comfortable on the market, that there is nothing better, and that he guaranteed this would relieve our back pain and poor sleep. He said multiple times this is the best mattress on the market, even better, more comfortable, and quieter than the Sleep Number. I prefer a softer mattress, which I told him several times, and he said even at the lowest setting for pressure you still feel supported. Even as we were leaving I still had reservations and he again assured me we would love the mattress. I laid down on a pillow top mattress to try since we hadn't laid on that one and the associate said to me "the mattress you're getting can be any mattress you want it to be. If you want it to be a pillow top, it can be a pillow top". So, we purchased it.

We get the mattress, so excited to FINALLY have a good nights sleep. We follow the directions which were very straightforward and easy to follow. We pick "our numbers" and go to sleep. Slept ok but still curious about if I was happy with the setting Bc I wasn't blown away the way he had promised. Night 2 I woke up several times to adjust. And every night since then I have slept well or comfortably. At the lowest setting I am completely unsupported and wake up with killer back pain. The weird thing too is that though it's at its "softest" setting it still feels like something is poking you, like princess and the pea. I think it's the air bags that don't completely deflate or something. It's so weird! And it's not quiet, as promised. The air shifts are surprisingly loud under your ears and it sometimes makes a buzzing sound. The firmer you make the mattress the more pressure you feel on high pressure points such as hips and shoulders. There isn't a number that I have found that I can be comfortable with. I hate this mattress. We feel completely duped by the sales associate. He blatantly lied to our face, made promises about the product and our satisfaction that are far from reality, and told us things we wanted to hear just so he would get a big sale. I know they work on commission at Jeromes and it's clear why he would have motivation to push this mattress. It's NOTHING like he promised. Nothing. I'm having to sleep in the guest bedroom some nights Bc I'm so uncomfortable.

I have emailed all of this to the customer service people and have been told "all sales are final". And I am repeating myself by saying that this is about the fact we were lied to and purchased a product that isn't at all what we were promised. I am a Nurse and mother to 4 small kids, sleep in incredibly important to me. They don't care. They don't care that the product sucks or that we're completely dissatisfied. They don't care that I have back pain every morning from this crappy mattress. Their customer service is a joke. I'm filing a complaint with the better business bureau as well. It's not ok to lie to your customers to increase sales. And it's not ok that this behavior is supported by customer service.

In late August 2019, we purchased three bedding sets for our new house from the Jerome's located on Treena Street. One was simply a queen mattress for a headboard/bed frame that we purchased elsewhere (in hindsight, our best decision). The second was a full mattress and box spring with a headboard/bed frame. We have not had issues with either of these items.

Our problem is with the California King set in our Master Bedroom. It consists of a decorative headboard/bed frame, twin adjustable motorized bases that are meant to sync, and a California King mattress. Before I purchased these items, I asked our saleswoman if they were all compatible and if the traditional mattress would work with the motorized base, and she assured us they were. We even tried it on the showroom floor prior to purchasing. Turns out, the items they delivered and installed are not.

The motorized bases do not fully retract to horizontal at the head without me manually pushing at least one side down. The foot section of the motorized base does not fully retract to horizontal either, so it has a permanent "dip" unless we raise it, and it is not comfortable for us. It appears that the headboard/bed frame is not long enough for the adjustable bases. Yet we were assured that all three pieces were compatible.

Because of the base's problems, the mattress has a permanent bulge in the middle that runs from side to side. Because of this bulge, there is no edge support for the mattress which was one of the selling points why we selected this mattress. In addition, the foot end of the mattress no longer has a square edge to it probably because it too is bound by a too short bed frame.

We purchased a third party furniture insurance policy from Jerome's, and it turns out to be a joke and a waste of our money. At their end, Jerome's is hiding behind this policy and claiming they have no responsibility. At the Insurance Company's end, they have finally told me that they are not responsible ostensibly because I was sold a mismatched set by Jerome's. Before they told me this, they did send two separate technicians, one for the mattress and the other for the adjustable base. The mattress inspector sent a letter saying that it performed according to the manufacturer's specifications but if it was damaged it was due to a malfunctioning base so they (the mattress insurer) are not responsible. The base technician did not speak English and I do not speak Spanish, so we did not communicate very well. He did send another remote to replace the broken one, but the new one does not work either. They followed up with a third remote today that also does not work probably because its receiver has to be programmed, and I will not waste my time doing it until the entire bed is fixed. We already have one original remote that still works both bases.

Prior to going to Jerome's, we shopped a department store and a national mattress chain for similar items. I passed on the department store because I was leery of their suppliers. I passed on the national chain because of fears they were about to enter bankruptcy. Furthermore, I picked Jerome's on the advice of friends. When I questioned them afterwards if they were satisfied with their purchases, they replied they never bought from Jerome's but figured they advertise so much on TV, they must be reliable. Big mistake.

Jerome's Customer Service is by far the worse I have ever dealt with. I never have gotten through to a representative ever on my call. It can take 30 minutes to 24 hours before they call me back. There is one consistency to them though. They are never helpful. This bedroom set cost me over $2K, and I am stuck between the seller and his insurer. Do not purchase anything from Jerome's unless you want problems!