MarketWare Technologies, Inc

Is this a double message because you sent me this on 12/4/and I submitted my response as soon as I got this

We apologize for the late response to this complaintDuring this period of time, we were actually working towards getting the issue at hand fully resolved, but have run into several roadblocks that were out of our controlHowever, that has not faltered our commitment to our customer and getting
their problems fixed.As the customer said, we have been working on this issue for some time and have already taken many strides towards trying to get the task accomplishedWe contacted the manufacturer, *** who instructed us to use a local furniture technician to resolve the issueSince the problems first arose with the customer's furniture, we have since sent out different repair technicians to diagnose and fix the problemThe first was found to be unreliableThe second did a full inspection of the furniture and diagnosed the issuesHowever, when asked to perform the repair, they opted out of the job and left us to continue searching.From the second technician, we found that four of the recline mechanisms would have to be replacedThey appeared to have been misaligned either through shipping or at the factory during productionThe replacement of the recline mechanisms was the instruction and recommendation given to us by *** We finally found a technician who would be willing to perform the repairThey were successfully able to install and bring to working condition one of the four recline mechanismsThe customer was satisfied with the work and we moved to have the final three mechanisms replaced, as well.However, it was at this time that we realized that *** had only sent three of the four mechanisms out to the customerWe have since been trying to work with the manufacturer to not only have the final part sent, but to also have the credit required under warranty administered to us to compensate the repair technician for performing the repairsAfter an exhaustive amount of negotiation and paperwork, we had completed all of our duties and filing*** then informed us that they felt the repair technician's fees for the work was too high an asking priceThey were supposed to then send us a counter-amount that they wished to pay the technician for their service.Let it be known that when we informed the customer of this, we said that this would not deter us from getting the issue resolvedIf *** was not willing to offer up the required fees to fix the furniture, (despite it being their responsibility under their own furniture warranty) we would be willing to pick up and pay the remaining balance.This point of the process and wouconclusion was reached around the time that this complaint was first filed, and we thought that we would be able to announce full resolution in our responseHowever, since that time, we have not received the promised counter offer from *** We have contacted them multiple times requesting this info, but have received no response whatsoeverWe cannot have the repair completed without the remaining part from the manufacturer and the funds (or at least the portion they wished to pay) needed to credit the technician.Even though ***'s service department is impeding the progress of this repair, we have not given up on itBefore the holiday weekend, I contacted our regional sales and service manager for *** who expressed his apologies and dismay over the situationHe told me that he would be getting into the matter immediatelyI am set to touch base with him tomorrow and will hopefully have news that will complete the manufacturer's end of the deal and get the furniture fully repairedWe will touch base with both the customer and the repair technician with what we are able to find out, and hope to have the remaining three pieces fully repaired as soon as possible

Initial Business Response /* (1000, 5, 2014/09/21) */
Contact Name and Title:***
Contact Phone: ***
Contact Email:***
We apologize for the hardships that the customer experienced when it came to ordering this furniture, however, many of the
issues were circumstantial to complications and changes that were out of both the customer's and our controlThe customer's furniture production took place during an unfortunately tumultuous time for the manufacturer, Lane FurnitureThey went through a merger with another corporation, changed their primary factory and experienced a number of production delays and cover material backorders as a result
Granted, none of these issues were at all in fault of the customer and they are all certainly regrettableHowever, at the same time, they were not caused or affected by us or any actions made on our partWhile this kind of letime and collection of delays is highly uncommon, it is always an inherent possibility when purchasing special order furniture
For our part, we responded to the customer's requests for updates on multiple occasions and gave the best information we had to offerIf you had a question or comment pertaining to your order, we were happy to help update and assist them to the best of our abilitiesHowever, for us to provide the kind of regular unprompted status updates for all of our customers is simply not a feasible service that we can provide, when every order that comes through our website is inherently unique
In regard to the customer's request of a refund, we list in the shipping information of the products that ordered that special order furniture cannot be cancelled or returnedHad these products been stocked or quickship and a backorder was present, then cancellation and refund can be a possibilityHowever, for items that are manufactured and customized on an order by order basis, it's not possible for us to cancel an order mid-production
As the situation stands now, the customer's furniture has been deliveredWe hope that they enjoy it for years to comeIf there are any further questions, we are happy to assist

Initial Business Response /* (1000, 5, 2014/08/25) */
Contact Name and Title: **
Contact Phone: ***
Contact Email: ***
custom is an outright liar, we never told him he could have free returnsWe shipped what he ordered and delivered what he ordered and he
accepted the delivery free and clear of no damagehe has on issue we can fix under seatcraft warrantyThe chairs are finewe could accept a return less 25% restock to our warehouse if he ships back in original packaging and they are not used, if has used the seats and lost the packaging we can't take a return on them as they are no longer new, we can back up the seatraft warranty which is a repair on the seat
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
With a response like "customer is an outright liar" it's not hard to tell where the problem here liesTotally unprofessional and a joke of a companyNote to any consumers reading this: DO NOT DO BUSINESS WITH THIS RIPOFF COMPANYI was told I could return with no stipulations whatsoeverCompany did not inform me of any restock fee whatsoever or return freight until AFTER I complained and wanted to returnThey are clearly making fraudulent charges on a 25% restock feeTheir website (which I didn't even order off of btw CLEARLY says the time that a 15-25% restock fee is only issued if an item is Non-defectiveThere was clearly a defect as they have admitted, so therefore no re-stock fee existsThey are clearly trying to stick me with this item because they don't want to return itAs a matter of fact I will point out how dysfunctional and dishonest this company is: They have suggested that I ship the item back to the manufacturer for a refundI have called the manufacturer direct and they have told me (as I figured) there is no reason to ship the item back to them and that If I had a problem to deal directly with the seller and return it to the seller as they are the ones that charged meThey are not allowing me to return it to them because they are in Chicago and the manufacturer is in CaliforniaIt does them no good for me to send it to them in Chicago because they cant do anything with it as they are a phone and online order company onlyThey don't want to absorb the loss of sending me defective items so they just give me the runaround and refer me to the manufacturer who will do nothing because I didn't purchase from themI am an honest consumer that will purchased under good faithI have requested call backs from this company as well as the audio recording from our phone order and they have declined to respond all togetherI have also disputed the payment on paypal, as well as filed complaints with Revdex.com and the Attorney General of Chicago's office to investigate
Final Consumer Response /* (4200, 11, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am glad the Revdex.com publishes these complaints so consumers can see how you really do businessI have no interest in keeping your chairs sir as they arrived damaged and defectiveIf fact I have an open availability for someone to come pick this junk product upNo one is interested in anything for freeI am not interested in paying any return freight charges or re-stocking fee's when your representative failed to mention those things when I specifically asked about them up frontI have asked for the company to provide me with the audio of the phone call and they cannot produce it and claim they don't have anyThe reason for that is because if it was produced, they would clearly hear their representative tell me I could return the item if I wanted with no mention of a restock fee or return freight? Why as a consumer should I have to pay return freight or a restock fee for something that I am not happy with that arrived defective to begin with? You can continue and attack me and call me a "lunatic" all you want, it just goes to prove my point on how unprofessional your company has handled this matter from the beginningIf you don't want people leaving bad reviews about their experience's than maybe you should have gotten involved before the complaints started to ensure their experience was a more positive one
Final Business Response /* (4000, 13, 2014/08/27) */
Again purchase was delivered in good condition, customer has buyers remorse wants to return or some how try to stick us with bill and keep us with seats, if he wants to return he can do so based on our return policy, I have put the instructions below
Total purchase
Return information:
Ship back in same boxes in new condition to
must use lift gate truck
***
***
***
once we receive boxes in new condition and the items are new condition we will refund The restock fee will over out outbound shipping to customer

Initial Business Response /* (1000, 5, 2014/09/21) */
Contact Name and Title:***
Contact Phone: ***
Contact Email:***
We apologize for the hardships that the customer experienced when it came to ordering this furniture, however, many of the issues were
circumstantial to complications and changes that were out of both the customer's and our controlThe customer's furniture production took place during an unfortunately tumultuous time for the manufacturer, Lane FurnitureThey went through a merger with another corporation, changed their primary factory and experienced a number of production delays and cover material backorders as a result
Granted, none of these issues were at all in fault of the customer and they are all certainly regrettableHowever, at the same time, they were not caused or affected by us or any actions made on our partWhile this kind of letime and collection of delays is highly uncommon, it is always an inherent possibility when purchasing special order furniture
For our part, we responded to the customer's requests for updates on multiple occasions and gave the best information we had to offerIf you had a question or comment pertaining to your order, we were happy to help update and assist them to the best of our abilitiesHowever, for us to provide the kind of regular unprompted status updates for all of our customers is simply not a feasible service that we can provide, when every order that comes through our website is inherently unique
In regard to the customer's request of a refund, we list in the shipping information of the products that ordered that special order furniture cannot be cancelled or returnedHad these products been stocked or quickship and a backorder was present, then cancellation and refund can be a possibilityHowever, for items that are manufactured and customized on an order by order basis, it's not possible for us to cancel an order mid-production
As the situation stands now, the customer's furniture has been deliveredWe hope that they enjoy it for years to comeIf there are any further questions, we are happy to assist

Initial Business Response /* (1000, 5, 2014/07/07) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Currently, your order is present in Lane's system and is in production. Currently, Lane Furniture is experiencing what seems to...

be a sort of company-wide cover backorder of their materials.
The manufacturer recently went through a large logistical shift in production when they changed factories, as well as routes in for their raw materials and covers. This has caused a very heavy stall in production, and it appears to be affecting nearly all of their open orders.
We did recently get an updated in their system that materials seem to be arriving in. The customer's replacement order has changed from the status of "cover delay" to "cut and sew", essentially meaning that they have the materials and are creating the panels for upholstery.
Unfortunately, we still do not have a definitive date for completion of the piece, but hope to see orders start shipping out close to the end of July or early August.
Lane has been on a holiday break for several days, but have now returned and we will be re-assessing the situation shortly. In the meantime, we apologize and apologize on behalf of Lane Furniture for the continuing delays and will work to have the piece of furniture shipped as soon as possible.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept this response from the business because it does not include a definitive answer on when we will receive our product. We paid for "white glove" service and instead we feel we are receiving the "run around." We encourage HT Market (or their third party customer service company) to escalate this to Lane and request a clear timeframe. Each time we ask for a status update, we receive an unclear estimate 6 - 8 weeks from the current time. We request a confirmed delivery date (a week time span as opposed to a 2 month time span) as well as compensation in the form of 50% of one of the chairs for the time and delay we have had to deal with.
We are looking for a response that does not simply provide excuses and would like for a representative from HT Market or Lane to provide a definitive answer. It is not up to us whether Lane is on holiday, moves warehouses, etc. If orders are still be taken, then the company we purchased from is still responsible for delivering the product. The company has had our payment for 6 months and we still are unable to enjoy our chairs.
Final Consumer Response /* (3001, 17, 2014/08/13) */
Hi,
We have still not received a ship date from the company. We wanted to confirm that our complaint was not resolved because they have failed to do what they said they would do in their last response to the Revdex.com. We would greatly appreciate a ship/arrival date for the new chair.
Final Business Response /* (4000, 21, 2014/08/25) */
Seeing that the new remarks on this complaint for filed on August 13th, I wasn't sure if this was done in error. It states that the consumer had not yet received a ship date for the replacement chair.
On August 12th, we had emailed the consumer stating the chair had shipped out earlier that week and provided the tracking information. At the moment it is at the destination terminal and we are currently making delivery arrangements.

We apologize for the late response to this complaint. During this period of time, we were actually working towards getting the issue at hand fully resolved, but have run into several roadblocks that were out of our control. However, that has not faltered our commitment to our customer and getting...

their problems fixed.As the customer said, we have been working on this issue for some time and have already taken many strides towards trying to get the task accomplished. We contacted the manufacturer, [redacted] who instructed us to use a local furniture technician to resolve the issue. Since the problems first arose with the customer's furniture, we have since sent out 3 different repair technicians to diagnose and fix the problem. The first was found to be unreliable. The second did a full inspection of the furniture and diagnosed the issues. However, when asked to perform the repair, they opted out of the job and left us to continue searching.
From the second technician, we found that four of the recline mechanisms would have to be replaced. They appeared to have been misaligned either through shipping or at the factory during production. The replacement of the recline mechanisms was the instruction and recommendation given to us by [redacted] We finally found a technician who would be willing to perform the repair. They were successfully able to install and bring to working condition one of the four recline mechanisms. The customer was satisfied with the work and we moved to have the final three mechanisms replaced, as well.
However, it was at this time that we realized that [redacted] had only sent three of the four mechanisms out to the customer. We have since been trying to work with the manufacturer to not only have the final part sent, but to also have the credit required under warranty administered to us to compensate the repair technician for performing the repairs. After an exhaustive amount of negotiation and paperwork, we had completed all of our duties and filing. [redacted] then informed us that they felt the repair technician's fees for the work was too high an asking price. They were supposed to then send us a counter-amount that they wished to pay the technician for their service.
Let it be known that when we informed the customer of this, we said that this would not deter us from getting the issue resolved. If [redacted] was not willing to offer up the required fees to fix the furniture, (despite it being their responsibility under their own furniture warranty) we would be willing to pick up and pay the remaining balance.
This point of the process and would-be conclusion was reached around the time that this complaint was first filed, and we thought that we would be able to announce full resolution in our response. However, since that time, we have not received the promised counter offer from [redacted] We have contacted them multiple times requesting this info, but have received no response whatsoever. We cannot have the repair completed without the remaining part from the manufacturer and the funds (or at least the portion they wished to pay) needed to credit the technician.
Even though [redacted]'s service department is impeding the progress of this repair, we have not given up on it. Before the holiday weekend, I contacted our regional sales and service manager for [redacted] who expressed his apologies and dismay over the situation. He told me that he would be getting into the matter immediately. I am set to touch base with him tomorrow and will hopefully have news that will complete the manufacturer's end of the deal and get the furniture fully repaired. We will touch base with both the customer and the repair technician with what we are able to find out, and hope to have the remaining three pieces fully repaired as soon as possible.

We purchased HT Markets "house" furniture. Promised as quick delivery which is what we needed and I have to say that they did everything possible to make that a reality. We were working around the holidays and figured that the home theater would be empty come New Years because of the lateness of our order (2 days before) HT Market not only followed through with emails, they arranged for an outside delivery company to make sure it was there. The Delivery went smoothly and was done on New's Years Eve. I am happy with the furniture so far and it seems to be of good quality. There were a couple of cup holder inserts missing, but even that was taken care of promptly with a quick trip to the warehouse where the items were boxed and waiting for me.

Initial Business Response /* (1000, 5, 2014/09/10) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email:[redacted]
We apologize for the trouble you have had redeeming your rewards points. We do appreciate your business and hope to be able to...

do more in the future. The lack of redemption of the points was not deliberate or suspect on our part, but rather just an internal miscommunication when it came to the logging and distribution of your rewards gift.
However, we have placed the order for the poster frame. It will be shipping out at any time, likely before the end of the week. Once we receive the UPS tracking information, we will forward it on to you. Obviously, all of this will come at absolutely no cost to you.
Again, we apologize for our error and hope that this will bring resolution to the matter.

We had ordered 7 [redacted] theater chairs from HT Market Technologies back in April 2014. I dealt with [redacted]. She is efficient, knowledgeable courteous and polite. The whole sale and delivery was handled in an extremely efficient and professional manner. She was and has been there to answer any questions or concerns we had before and after the sales. The merchandise was delivered as promised and [redacted] helped during the set up procedure as the delivery people were not knowledgeable enough.

The price was excellent and the service was superb. We are very happy with this company especially with [redacted] and [redacted].

Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: [redacted]
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@ameritech.net
When our customer first had their seats delivered, the issue with the recline mechanism was brought to our attention. We...

immediately got to work on accumulating the data and references that we needed to find a solution.
We communicated with the customer frequently in regard to troubleshooting measures. However, soon we had lost contact with the customer and did not hear from them for several months. Frankly, when a customer ceases to communicate with us in regard to an issue, usually the case is that the issue is no longer present.
When we heard back from the customer recently and found that he was still experiencing the problem, we informed him that we are still fully committed to getting the recliner fixed. Since we aren't fully able to ascertain the issue through our normal troubleshooting measures, we will send a repair technician out to investigate.
A couple of the candidates for the repair were not as reliable as we had originally hoped and did not pan out. However, we are currently working with a seasoned company that services the area of the customer. They will be contacting them soon to set up an appointment. The technician will be performing an assessment of the problem and will be able to repair the unit, either on site or after receiving any necessary parts from us, or if the issue is deemed beyond repair, than we can look into options for replacement of the piece.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] is partly correct in that I did not contact them for a period of time but that was due to their lack of response in the first place and I travel frequently for business and this issue wasn't my sole priority in life. All that said, since I reengaged them on April 6, nothing has changed. I was passed [redacted] person to person, repeating my issues each time. I felt as if somehow it were my job to diagnose the problem. When I pointed things out that were wrong electrically I was questioned as if it weren't possible. It simply shouldn't take 3 months to get to a resolution, even if you ignore the fact this has gone on longer. I'll accept responsibility for the "dark period" but what is the excuse for the 3 months that have passed [redacted] HT has been so engaged in a resolution? Excuses is what I have gotten, no action, until yesterday when a company contacted me for a repair appointment, albeit another two weeks in the future.
Final Consumer Response /* (4200, 19, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A resolution to a problem, by definition, is that it is resolved, completed or finished. Having a plan in place without executing the plan is not a resolution. I have tried to schedule on more than one occasion and have not been contacted. Chairs still don't work.
Also, why is it the customer's job to drive two hours round trip to fix the suppliers issue? There have been nothing but delays throughout this process. Many excuses and whether some are legitimate or not, it has been a comedy of errors. Multiple service companies, wrong parts, slow follow up. 9 months to fix a couple chairs is really all I have to say.
Final Business Response /* (4000, 21, 2015/09/29) */
Contact Name and Title: [redacted]
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@ameritech.net
First off, I don't believe it is absurd to drive 45 minutes to an hour to a facility to pick up a replacement piece of furniture. The warehouse is still within the same metropolitan area as the customer. It's not uncommon for a consumer to drive this distance or more to purchase or pickup a product if specificity is a factor.
In this case, however, no one at our company is forcing the customer to drive to the location to pick up the piece. It was only offered as a faster alternative which would allow for immediate resolution and for the customer to receive the furniture on their own schedule.
Meanwhile, there has not been a single course of action through this ordeal that our company has not completed as offered. We have investigated the issue with our factory, sent out a technician to inspect the problem, delivered parts for the needed procedure and contracted a technician to complete the repair.
Since the repair did not resolve the problem, we volunteered to replace the chair base for the piece experiencing recline issues and supply the parts and procedure to get the LED light working again. Nothing in this ordeal's history suggests that we will not follow through on this offer. It was made clear to the customer that delivering this piece would be subject to a longer timeframe, which was why the pick-up option was offered some time ago.
As of this point, the customer has been informed that we will likely be able to deliver the furniture within the next 7-10 business days. This will be dependent on scheduling between both the parties involved, but we have given every indication that we are committed to resolving this issue.

Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: [redacted]
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@ameritech.net
When our customer first had their seats delivered, the issue with the recline mechanism was brought to our attention. We immediately...

got to work on accumulating the data and references that we needed to find a solution.
We communicated with the customer frequently in regard to troubleshooting measures. However, soon we had lost contact with the customer and did not hear from them for several months. Frankly, when a customer ceases to communicate with us in regard to an issue, usually the case is that the issue is no longer present.
When we heard back from the customer recently and found that he was still experiencing the problem, we informed him that we are still fully committed to getting the recliner fixed. Since we aren't fully able to ascertain the issue through our normal troubleshooting measures, we will send a repair technician out to investigate.
A couple of the candidates for the repair were not as reliable as we had originally hoped and did not pan out. However, we are currently working with a seasoned company that services the area of the customer. They will be contacting them soon to set up an appointment. The technician will be performing an assessment of the problem and will be able to repair the unit, either on site or after receiving any necessary parts from us, or if the issue is deemed beyond repair, than we can look into options for replacement of the piece.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] is partly correct in that I did not contact them for a period of time but that was due to their lack of response in the first place and I travel frequently for business and this issue wasn't my sole priority in life. All that said, since I reengaged them on April 6, nothing has changed. I was passed [redacted] person to person, repeating my issues each time. I felt as if somehow it were my job to diagnose the problem. When I pointed things out that were wrong electrically I was questioned as if it weren't possible. It simply shouldn't take 3 months to get to a resolution, even if you ignore the fact this has gone on longer. I'll accept responsibility for the "dark period" but what is the excuse for the 3 months that have passed [redacted] HT has been so engaged in a resolution? Excuses is what I have gotten, no action, until yesterday when a company contacted me for a repair appointment, albeit another two weeks in the future.
Final Consumer Response /* (4200, 19, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A resolution to a problem, by definition, is that it is resolved, completed or finished. Having a plan in place without executing the plan is not a resolution. I have tried to schedule on more than one occasion and have not been contacted. Chairs still don't work.
Also, why is it the customer's job to drive two hours round trip to fix the suppliers issue? There have been nothing but delays throughout this process. Many excuses and whether some are legitimate or not, it has been a comedy of errors. Multiple service companies, wrong parts, slow follow up. 9 months to fix a couple chairs is really all I have to say.
Final Business Response /* (4000, 21, 2015/09/29) */
Contact Name and Title: [redacted]
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@ameritech.net
First off, I don't believe it is absurd to drive 45 minutes to an hour to a facility to pick up a replacement piece of furniture. The warehouse is still within the same metropolitan area as the customer. It's not uncommon for a consumer to drive this distance or more to purchase or pickup a product if specificity is a factor.
In this case, however, no one at our company is forcing the customer to drive to the location to pick up the piece. It was only offered as a faster alternative which would allow for immediate resolution and for the customer to receive the furniture on their own schedule.
Meanwhile, there has not been a single course of action through this ordeal that our company has not completed as offered. We have investigated the issue with our factory, sent out a technician to inspect the problem, delivered parts for the needed procedure and contracted a technician to complete the repair.
Since the repair did not resolve the problem, we volunteered to replace the chair base for the piece experiencing recline issues and supply the parts and procedure to get the LED light working again. Nothing in this ordeal's history suggests that we will not follow through on this offer. It was made clear to the customer that delivering this piece would be subject to a longer timeframe, which was why the pick-up option was offered some time ago.
As of this point, the customer has been informed that we will likely be able to deliver the furniture within the next 7-10 business days. This will be dependent on scheduling between both the parties involved, but we have given every indication that we are committed to resolving this issue.

Terrible service center. I made an appointment over a week in advance to have some minor issues looked at. Ford kept my vehicle with zero notice for over 24 hrs before they even made their initial assessment of the repairs needed. When I asked what exactly was the purpose of making a service appointment if my vehicle wasn't even going to be seen by a mechanic until the following day staff members acted as if I was either overly impatient or ignorant.