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Mardell's Gifts & Jewelry

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Mardell's Gifts & Jewelry Reviews (4)

Revdex.com:Through the efforts of Brad, manager of Appliance Liquidators (AL), this issue was resolved today, 2/27.  Brad was able to request expedited replacement doors from Whirlpool and they were installed on my refrigerator today.  Brad has also offered an extended one year warrant and he is mailing me a copy of that document.  I appreciate Brad's efforts to resolve this issue.  We will monitor the new doors, which contain the ice maker, to ensure all is working correctly. When I spoke to Brad today, he also offered to assist in how to reset the 'order filter' alarm.  Then this evening we received a call from AL asking if we needed help with this filter reset.  Brad has been very attentive in following up with me since I opened this case and sent the company an email complaint.  A note: I was never offered another refrigerator or another model, this is an incorrect statement made by the Builder's Source representative.  I would not have accepted, as I researched this model and wanted to keep the product I purchased.
Regards,
[redacted]

Revdex.com 7007 Jefferson St NE, Suite A Albuquerque, NM 87109 Attn : Jennifer [redacted] February 20, 2018 Ms. [redacted], We are in receipt of your letter dated February 14, 2018 regarding complaint ID [redacted]. We have been in communication with the customer regarding this complaint. We...

regret this complaint is not yet resolved and hoped to have it resolved long ago, but due to the manufacturer of the refrigerator we have been unable to do so. Ms. [redacted]’s refrigerator requires a replacement door due to damage. We have ordered the door from Whirlpool, but they have not yet been able to supply it. Whirlpool does not stock doors, and only produces them during production of that specific model. We have been told on numerous occasions, by Whirlpool it would only be another two or three weeks. Each time we seek information regarding an estimated time of arrival it gets pushed to a future date. We contacted Whirlpool again this week and were advised they would be producing the doors sometime in mid-April. We have offered to replace Ms. [redacted]’s refrigerator with another model, but she has stated she likes the one she has and would rather get the replacement door. We will continue with our efforts to obtain the door with Whirlpool. We also stand by our offers to replace the refrigerator with another model. Again, we regret this complaint is still unresolved, and understand Ms. [redacted]’s frustration. We share her frustration in not being able to resolve her complaint timely. Regards, Bill S[redacted] Operations Manager Builders Source, Inc. 308 Menaul NEAlbuquerque, NM 87107 ###-###-#### ###-###-#### Fax

The customers information regarding when the work started and was completed is correct.  The customer asked that we replace her vanity faucet because it was getting old and her toilet because it had malfunctioned and caused the damage.  She did ask me what type of toilet we recommend....

 I responded that my plumber recommends [redacted] toilets and that's what he installed in my home, which I was very satisfied with.  The customer then said she would like to go shop for toilets.  She went to [redacted]'s and [redacted] and decided on an [redacted] champion toilet.  She gave the plumber a paper with the information for the toilet she had selected, and hewent to [redacted]'s and purchased that toilet and installed it.  The customers vanity faucet was brass (gold).  We explained to her that we could not find any brass faucets.  (The plumber did in fact order one from a catalog, but when it was delivered it was chrome. When he called the company to tell them the faucet was suppose to be brass, they told him it was a misprint and that brass was not available)  The plumber did have 2 new vanity faucets that were brass in stock, these faucets were 15 years old.  He installed one of these faucets and the customer had problems with it squeaking and being hard to turn.    She also mentioned the toilet being hard to flush.  The plumber tried to stop the squeaking faucet and make it easier to turn.  It worked for a while and then went back to squeaking.  He also worked to make the toilet easier to flush.  This was not so much a problem with the toilet, as it was the customer having some physical limitations with her hands.  As I remember, these problems were dealt with in September.  When the customer called in January, her son was present and she wanted the toilet replaced.  After speaking with both her and her son, they both agreed the problem was  with the toilet not the installation.  Because we purchased the toilet that the customer requested, and there was no problem with the installation, replacement of the toilet would be up to the manufacturer.  As for the customers, they thought we should have known there were problems with the [redacted] toilet, I find this rather unfair.   We did not recommend the [redacted] toilet, or find it necessary to research its quality.  My brief research after receiving the complaint, still finds the toilet receiving 4.7 our of 5 stars even though there were complaints about it. As for refunding the price of the vanity faucet, I would be more than happy to do this.  We worked very hard to find a faucet in brass that would be satisfactory.  We could not find one.  We were up front with the fact that the faucet we installed was new, but 15 years old.  I also offered to install a new faucet if she could find one that was satisfactory.  I was never told until I received this complaint that her son found a brass faucet and installed it back in January.  I can send someone to adjust the cabinet doors at the customers convenience.  Sincerely,David R[redacted]

I am responding to your letter dated March 23, 2016 which I received on March 26th. I want to be brief and to the point. This response is like he said, she said. I am not complaining about the contractors installation but about a defective faucet and toilet. My son was up from Texas in February and not January and talked with Mr. R[redacted] about the faucet and toilet. He said how hard the toilet was to flush and waiting there to see if it stopped running. Said it was a bad design and no one, especially seniors, should have to deal with it.Mr. R[redacted] said replacement should be up to the manufacturer and when my son called [redacted] they said it was the contractor. As I said in my previous letter my son called [redacted] about the toilet and that’s when we found out about the [redacted] 90 day guarantee policy. Had I known this I would have been on this immediately. That said, the plumber and all trades including the contractors know [redacted] return guarantee policy. This toilet could have been replaced at no cost to me or the contractor.I really appreciate Mr. R[redacted]s reply to reimburse me the $169.00 for the faucet. No one can afford to lose money so I am willing to split the $450.00 toilet cost. That amount comes to $394.00 - $169.00 faucet and $225.00 for toilet. I feel I am being very fair.Also, Mr. R[redacted] said he would send the factory rep out when I called him in November and the rep still hasn’t come. They are just plain cut short and I don’t know how they can be adjusted. Also, he forgot about the raised bubble on my vinyl floor near the sink.Sincerely,[redacted]

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