Mahone's Wallpaper Shop

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

I just saw an additional email received from customer on 4/6.  Claiming her apartment was robbed and she only has 4 rolls to return.  I will issue a refund of $283.96 for the paper she is able to return.  Here is a copy of the email.Returning 4rolls I have left..my apt was robbed..and They took 4 rolls ...and my other unopened [redacted] boxes..please reimburse for the four...Thank you [redacted]...I am looking now..will b in touch..[redacted]The return sticker has been issued and you should receive within the next 10 days.If you find something you are interested in, let me know and I will check it out for you. We have over 500 books in our showroom so I can pull and check color ways. If I don't have the book, I will see that you receive a sample to verify the color before ordering.Best regards,[redacted]I will wait for the return tag...also search Brewster for another paper...but I need return sticker...thank you[redacted]RETURN AUTHORIZATIONONLY UNOPENED DOUBLE ROLLS ARE RETURNABLEA call tag is being mailed to you from the distributor. These labels can take up to 10 business days to arrive.Please write this number in large letters on the outside of the package: [redacted]When the label arrives please affix to the package and drop off at the nearest [redacted] or [redacted] whichever is indicated. Credits can take up to 30 days to be issued. A restocking fee of 25% ($134.88) will be deducted from your credit. Return shipping fees ($15) will also be deducted. Your credit will be in the amount of $ 389.64If you have any questions please contact:[redacted]

[redacted],I have reviewed your complaint and the notes on your order.  I apologize for the color difference.  The manufacturer sends us the images of the patterns to put on our website.  The image they gave us is completely different from the book.  We will be happy to issue you a...

refund without the restocking and shipping fees once you send back the wallpaper.  Please let me know if you have received the RA for the return.Sincerely,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: I purchased three rolls of wallpaper from Mahone's for my new home. The wallpaper was installed properly and all installation guidelines were followed. The next morning the seams on this wallpaper had separated by almost 1/4". I contacted Mahone's and they claim they submitted a request to York Wallcoverings who did a "replica" test and that their wallpaper did not shrink. I don't care what they did in their laboratory, I know what happened on my walls and I would like a refund for the three rolls of wallpaper. I should also ask for compensation on the money it cost me to have it installed and then removed but I won't do that. I have pictures as proof of how much the wallpaper separated and Mahone's has refused to help me or acknowledge that they sold me a defective product.Desired Settlement: I want a refund of $159.32 which is what I paid.

Business

Response:

We first received a request from this customer dated September 16, 2013 thru email on ticket: [redacted] regarding the problems she was having with separation of the wallpaper seams. The following are cut & pasted in the order they happen: Owner [ticket: [redacted]]Monday, September 16, 2013 22:30Dear [redacted],Thank you for choosing MahonesWallpaperShopThis is just a quick note to notify you that we have received your support request. A member of our support team will address your request as soon as possible. Your Ticket #: [redacted]Question/Issue: I placed order #[redacted] in anticipation of installing in my new home. Now that my home is finished I hired an installer and he installed the wallpaper yesterday. Today I wake up to find the wallpaper has shrunk and there is a 3/16" gap between each piece! This was not cheap wallpaper and I am extremely unhappy. I still have one full roll left which I want to return and I also want to be reimbursed for the two rolls that were installed since they now need to be removed. Not to mention all the money I spent on wall sizing and installation which I am now out. I am very very disappointed. Please Respond. [redacted]You can view status or add comments to this ticket here: =[redacted]We're glad to do what we can to help in any way possible!Best Regards,MahonesWallpaperShop[redacted]Response: [redacted] It is unfortunate that this has happen but this is an installation problem and not a wallpaper defect. When wallpaper is wet from adhesive and being installed it can sometimes stretch if the installer is not careful, then, as the paper dries, it can shrink. Were the walls primed with a wallpaper primer before installation? Did the installer follow the booking time provided by the manufacturer? If not, this could contribute to the problem. Carolyn Mahone This is the customers response on September 17, 2013 Carolyn, I have to disagree. This is a defective wallpaper. Not only did it shrink, it literally starting lifting from the walls as well. Self adhesive wallpaper should NEVER have to be pasted to stick. I'm sorry, but don't try to put this back on my installer, he is a professional. Yes, the walls were properly primed with wallpaper sizing. Yes, he followed the instructions. I have used this installer several times in my old home and there has never been a problem. I can even tolerate a tiny shrinkage, but this is ridiculous. This wallpaper looked perfect when done and I'm attaching a picture of how it looked the next morning. I'm sorry, I've had a LOT of wallpaper over the years and I have never seen this kind of shrinkage. Please see pictures and contact York and see what kind of guarantee they have. Needless to say, I am very unhappy and I have an unopened roll of this trash I also want to return as I won't be hanging this anywhere else. [redacted]On September 17, 2013 I forwarded the emails to the distributor along with pictures: [redacted] This is reference # [redacted] Pattern:KC1801 (6) single rolls Please advise how we should handle this. Thanks! Carolyn On September 17, 2013 this is the response from the distributors representative: Hello Carolyn, Thanks for the information. I have attached a QC inspection form that we would like the installer to complete. This will give us the information that we need to do a wet hang duplicating their environment. Any questions, please let me know. Thanks [redacted]Customer Service RepresentativeI forwarded the form to [redacted] on the same day: [redacted] Please have your installer fill out this questionnaire and return via email to me so I can forward to York. Thank you, Carolyn [redacted] returned the form to me on September 22, 2013 Carolyn, Here is the completed form for York. Thanks [redacted]I then forwarded the form to York on September 23, 2013: [redacted] Attached is the form filled out by the installer This is the response from York: Good Morning Carolyn, Thanks so much. I have sent the customer’s photo’s & the installer’s comments to our QC team and will advise once they have results. Thanks [redacted]Customer Service RepresentativeReceived the results from York on September 25, 2013: Hello Carolyn, Our QC dept. did a wet hang on pattern # KC1801 run R01 late yesterday. After checking it today, we found no issues, the seams were tight and no curling on the edges. How to you want to proceed with this order. Thanks [redacted]Customer Service RepresentativeThis is my request from York on September 25, 2013: [redacted] I would actually like a formal letter that I can forward to the customer. Carolyn Here is a copy of the formal letter from York which I forwarded to [redacted] on on September 26, 2013 [redacted] Please open the attachment to read the results of the test hang conducted by quality control at York Wallcovering. Sincerely, Carolyn Mahone September 26, 2013 Hello Carolyn, York Wallcoverings Quality Control team has tested Run number 01 of pattern KC1801. We pulled a sample of KC1801 Run 01 for a test hang to check for shrinkage or any other issues. Our Quality Control department performed a wet hang on Tuesday, September 24, 2013. The paper was allowed to dry overnight and was inspected on September 25, 2013. The seams were tight with no shrinkage. Our determination is that there is no defect in Run 01 of KC1801 which is the same run shipped on your PO# [redacted]. We have included a photo of the test hang which was taken September 26, 2013. Please let me know if you have any questions, as well if I can be of any other help. Thanks for your help Sincerely, [redacted] This is [redacted]'s response on September 26, 2013 Carolyn, Excuse my language, but that is[redacted]. I still have one unopened roll of this stuff, I want to return it. How do I do that. [redacted]A second response on September 26, 2013 Do you think I honestly wanted this wallpaper to separate and then have to spend more money having it removed and the wall painted? I am not through with this, I will go to the Revdex.com and the State Attorney Generals office and file a complaint. I was sold a defective product by your company and I want satisfaction. This is not an acceptable way to do business. [redacted]This was the last contact I had with [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They refunded me for one roll of wallpaper - this roll was unused and I asked how I could return it since I obviously did not want to use it anywhere else since it doesn't stick. I offered to return it, they refunded me without my returning it. I guess they don't want the defective roll back either. This isnt acceptable - I want a refund for the other two rolls that I paid to have hung and then had to pay to have removed because it would not stick and it separated at the seams. They want to blame the installer and that is just not the case, everything was done properly. I am no stranger to wallpaper and I have never, in 30 years had any wallpaper do this and I have used this installer many times. I want a refund for the other two rolls - I have pictures of how the wallpaper looked the next morning.Regards,[redacted]

Review: I ordered on my phone, which apparently shows none of their "specials" or that you have a cut fee on odd quantities. I got an email from them that I would have to order another roll or pay a cut fee and they sent me a link with the cut fee, on that link I saw specials for "eligible for free shipping", "eligible for discount", and "free ground shipping". I called and said I would pay the cut fee but I wanted the discount and free shipping. they told me no and threatened me they would cancel my order if I kept asking about discounts. I then told them to proceed and got on their website on the computer. I pretended to order again and noticed that their was no icon for shipping anymore, that's fine, but there was a 5% discount code still. so I entered that in and it took 5% off my order. So I called back, told them I wanted the discount and they said no. never had a company straight up lie about their marketing promos and threaten to cancel my order on me. I cancelled my order and now am waiting on a refund

Business

Response:

Thanks for sending me the complaint. We have a facebook coupon for customers who like us on facebook. The coupon clearly says some restrictions apply. The pattern this customer ordered was not eligible for the discount. She also ordered an invalid quantity which is also clearly stated on our website if an odd quantity is ordered a $25 cut fee will be charged. Our free ground shipping is only good on orders over $99, which is also clearly stated on our website. We never threatened her, in fact we called her and offered to waive the shipping, which was $12. When she tried to re-order the 5% discount did come through which was less than the $12 free shipping we offered her. She called back and wanted free shipping and the 5% discount which we told her we could not do. She told us she wanted to cancel her order. We have cancelled her order and refunded her money on 11/7/2014. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I purchased wallpaper from this vendor in June 2012, paid in full. It was defective and returned in June 2012. The return was processed under the supervision of [redacted] at Mahones. After several requests for a refund, there has been no response or refund in the amount of $440.00 (order no. 9537).

Review: after a detailed search for the perfect wallpaper I contacted [redacted]y wallpaper by phone and ordered eight rolls of product # [redacted] at the cost of $70.99 per roll. The pattern showed a green background with beige bamboo shoots. The customer service agents [redacted] and another one named [redacted] they both assured me and saw the same green patter so I ordered the paper. On 3/26 I received eight rolls of dark brown background paper. I printed up on three different terminals the green print I ordered and immediately called customer service. I spoke with a woman named [redacted] who told me the colors show up different on different computers.when I told her her agent saw what I saw and the print outs I took she said my credit could take up to 30 days plus a 25 percent restocking fee($134.88) and shipping fee ($15.00) to all be deducted from my purchase order. She said she would waive the restock fee if I picked another wallpaper from the same brand.This is ludacraise and unsettling. The color of the paper is clearly falsly advertised even by her staff and making me choose another wallpaper against what I want is clearly criminal . I have not yet received my return label and [redacted] wallpaper should refund ALL OF MY MONEY. Please help me in this matter . I also have emails from [redacted] regarding what I've written and the pictures and dates from (3) separate computers with the picture they advertiseDesired Settlement: I want a full refund including the shipping in email and letters form. Thank you for your attention to this blatantly criminal false advertising.

Business

Response:

[redacted],I have reviewed your complaint and the notes on your order. I apologize for the color difference. The manufacturer sends us the images of the patterns to put on our website. The image they gave us is completely different from the book. We will be happy to issue you a refund without the restocking and shipping fees once you send back the wallpaper. Please let me know if you have received the RA for the return.Sincerely,[redacted]

Business

Response:

I just saw an additional email received from customer on 4/6. Claiming her apartment was robbed and she only has 4 rolls to return. I will issue a refund of $283.96 for the paper she is able to return. Here is a copy of the email.Returning 4rolls I have left..my apt was robbed..and They took 4 rolls ...and my other unopened [redacted] boxes..please reimburse for the four...Thank you [redacted]...I am looking now..will b in touch..[redacted]The return sticker has been issued and you should receive within the next 10 days.If you find something you are interested in, let me know and I will check it out for you. We have over 500 books in our showroom so I can pull and check color ways. If I don't have the book, I will see that you receive a sample to verify the color before ordering.Best regards,[redacted]I will wait for the return tag...also search Brewster for another paper...but I need return sticker...thank you[redacted]RETURN AUTHORIZATIONONLY UNOPENED DOUBLE ROLLS ARE RETURNABLEA call tag is being mailed to you from the distributor. These labels can take up to 10 business days to arrive.Please write this number in large letters on the outside of the package: [redacted]When the label arrives please affix to the package and drop off at the nearest [redacted] or [redacted] whichever is indicated. Credits can take up to 30 days to be issued. A restocking fee of 25% ($134.88) will be deducted from your credit. Return shipping fees ($15) will also be deducted. Your credit will be in the amount of $ 389.64If you have any questions please contact:[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,