We sincerely apologize for the issues the customer has experienced. It is not our intention to exasperate an unpleasant situation and we look to resolve this as quickly as possible.
Regarding Accent chair, that has been delivered as of 11/14.
The damaged chair has been put on a...
service ticket and we expect a technician to go out and make the proper repairs as soon as possible.We will compensate the customer once the issues have been resolved. Once everything is resolved, the customer should contact me at [redacted].[redacted] so that we can speak about compensation.
We thank the customer for their continued patience.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I never received the $200.00 gift card. I asked them to send me prove or receipt with my signature on. or where are the location that the gift card was used. or what items were purchased with the gift card, i live in [redacted] Maryland. I think someone in the store use it and they are covered up for them. also I was told that in order to received the gift card I must go to the store and turn in my certificate. up to now I still have my certificate that was given when I made the purchased. Marlo Furniture needs to stop accused me of their mistake. if I can not get my $200.00 gift card that they was advertise, i will take this to court. Thank you
Based on the information provided (name, address, telephone), we cannot find the customer in the system. If at all possible, we'd greatly appreciate an invoice number or telephone number used on the account. That said, we do apologize for the curt nature of the agent's discussion. Once...
we can, we'll happily look into it as we expect all of our agents to uphold courtesy.Unfortunately, based on the summary, we cannot refund 30% of the total back; we can certainly offer a gift card, though.
We apologize for the customer's inconvenience; however, as the customer pointed out, Marlo has undergone different ownership since 2012. Furthermore, the peeling is not an issue that the accidental damage warranty covers.
See Attachment
Fwd: Complaint# [redacted]Inboxx Revdex.com of Metro Washington DCMar 9 (7 days ago)to me ---------- Forwarded message ----------From: <[redacted]>Date: Sat, Mar 7, 2015 at 11:47 AMSubject: Re: Complaint#...
[redacted]To: "[email protected]" <[email protected]>To Whom It May Concern,Thank you for working on my complaint referenced above. I just wanted to let you know, after I also complained to the Maryland Consumer Protection Agency & wrote a letter including pictures of my nightstand to the Marlo Furniture Board of Directors (after their Customer Service Manager declined my request for replacement), Marlo has resolved the matter. After viewing the pictures of the damage, they decided to make a goodwill gesture to replace my nightstand at no charge to me. Please close out the complaint & again my sincere thanks for your assistance with my complaint. Best Regards,[redacted]Phone: ###-###-####Email: [redacted] Sent from Windows Mail
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I am rejecting because I have paperwork with invoice number [redacted], date of sale 2/26/09 total amount 2546.02
With a worry free 5 year warranty if not used. I never used it, [redacted] fax copies if you provide me a fax number.
Regards,
[redacted]
I bought a dining room table from Marlo and paid 2800 dollars total for it and the chairs. Not even a year passes and as I have guests sitting down for a graduation lunch, the table falls apart. I call Marlo and without having seen pictures they tell me the manufacturer will not cover it do to breakage. I send pictures and they still say breakage and that it is not covered under the manufacturer warranty. Breakage due to the fact that the rail for the additional table leaf is only held on to the table by very shallow screws and glue. Yet this defect is not covered under their warranty. They refused to repair or replace a very badly constructed product. Do not buy from Marlo or you may end up with broken expensive junk
July 14, 2014
Dear [redacted],We’re not really sure what this customer is complaining about. If she’s complaining about the four-hour window, this should have been explained during scheduling. In any case, customer was delivered Saturday, May 31 just as they requested. We hope...
they will enjoy their new furniture.Best Regards,?
This has been the absolute worst customer service experience I have ever had. This company is inept, and unorganized with the worst customer service. I ordered a mattress, love seat, and chair from this company in early October. They were aware of my move-in date to my new apartment which was on November 7, 2015. The lady who ordered my furniture let me know that all my furniture would be arriving on my delivery date, except the chair which would take a few weeks longer. I understood and was fine with that.
About a week before my move in, the lady at Marlo called and said my couch wouldnt be arriving by my move-in. I was frustrated and wanted to know why. I went to Marlo in Rockville and they called the warehouse, and then she told me she worked it out and it WOULD be arriving November 7th. My move in date arrives, the truck drivers tell me they are outside and ready to deliver my stuff. When I go down to meet them, they ask me if customer service called me. I replied "no" very confused. They proceed to tell me every single piece of my furniture has been damaged besides my box spring, which is all they brought. I find this ABSOLUTELY UNACCEPTABLE. No one called to tell me this was the case. They call a lady, and I speak with her and she tells me she doesn't know what happened. This makes me even more frustrated because NO ONE could tell me what happened. The truck drivers dump off my box spring, no empathy or anything and leave. I'm making phone calls to regency furniture, only to be placed on hold 6 TIMES, and no answers from ANYONE.
I get a call 5 hours later from a lady who said my furniture just didn't get loaded on to the truck. I have so many questions and she was EXTREMELY vague and just said my furniture would arrive at my apartment Monday November 9th in the morning. I ask her why don't the guys just drop it off today? She proceeds to tell me they just dont have time. At this point, i'm extremely frustrated. No apology or anything from Regency Furniture, and lousy customer service.
Monday rolls around and I get a call 7 AM saying they don't have my mattress in stock. This was the most frustrating thing i've ever experienced. I immediately go to Marlo's in Rockville as soon as they open and explain to the manager my frustrations. He makes some phone calls to Regency and proceeds to tell me.."I was never getting my furniture delivered to me today" Regency and Marlos LIED to me about my delivery. They never intended on coming because they didn't have anything to give to me. They tore my couch trying to put it on the truck and they never had to mattress in stock. The manager at Marlo didn't offer to make it right. I told him cancel my order IMMEDIATELY. The thought of this company makes me sick to my stomach. I am an easy person to work with, but I've been lied to so much by a company that I had to make my frustrations known. This company needs to be reported.
June 3, 2014
Dear [redacted],Complaint has been noted. Customer has been ordered piece for her damaged loveseat. Once the piece comes in from the Imanufacturer, we will call the customer and send out a certified technician to install the piece and repair it back to manufacturer...
[To assist us in bringing this matter to a close, you must give us a...
reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because :I have been waiting on them since April to replace the damaged drawer. . They have already sent a guy here with a magic marker. They didn't mention the broken slant for the dresser that held the mirror. the last time I spoke to their representative I was told I would be receiving a call back the next day and it has been weeks. I'm not asking for much . All I want is my money worth. I refuse to settle for less when I bought what I thought was a Brand new bedroom set. The damage was what their workers did upon delivery and the broken slant was done prior to me receiving my order because tey tried to hide the split with wood glue. I just want to be made whole, if you can' do that , give me my money back.
Regards,
[redacted]
We have no problem refunding a warranty that was never used five years after purchase. However, the problem with this particular complaint (and the information associated with it) is that we cannot verify the customer actually purchased anything five years ago. The closest invoice we have with...
this customer on file (using the last name and address) is a purchase from December 30, 2012. This is not five years old. If the customer does have another purchase, that is five years old, please send us the invoice of that particular invoice and we'll be happy to look into it.
July 4, 2015Dear [redacted]:Customer’s parts were ordered and have arrived. As of 7/1/2015, customer called us to schedule a technician to come out and install said parts. We look forward to finalizing our business with the customer and resolving the issues.Best...
The customer has rejected our attempt to repair the furniture, so we offered to exchange it for new merchandise. The customer has now refused this exchange despite it being their initial request. We will cancel the merchandise, and we will not charge any cancellation/restocking fees. However, we will charge 150.99 as payment for the delivery team that has to go out and pick up the merchandise. If the customer does not wish to pay this pick-up fee, they can also return the merchandise to the warehouse in Brandywine, MD.
The customer's merchandise was adjusted at the store. The customer will receive a second delivery for the merchandise that has not yet been delivered yet. We apologize for any inconvenience and thank the customer for his continued patience.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com
Thank you so very much for stepping in on my behalf. I appreciate what you have done to resolve this matter for me in such a short period of time. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Have a great day!!
[redacted]
September 4, 2014
Dear [redacted]:This law firm represents Marlo Home Furnishings, Inc. My client is aggrieved by the decision of Revdex.com to close this complaint as "unresolved” based on my clients unwillingness to resolve a warranty issue arising from a purchase made by [redacted] in 2009. This decision by Revdex.com was based on the "opinion of [your] office that [redacted]s acquisition of Marlow [sic] does not negate its responsibility to address complaints or concerns of consumers who file with the Revdex.com, nor honor its warranty of items still within their warranted time period, even if said purchase was originally made under Marlow ownership.”
In our view, the opinion of Revdex.com is inaccurate and its position with respect to this complaint is illegal and arbitrary.In order to make the record clear, I want to advise the Revdex.com of the following:1. Based on the complaint, it appears that [redacted] bought furniture and a warranty in 2009 from Marlo Furniture Company, Inc.2. In late 2011, Marlo Furniture Company, Inc. went out of business. Its assets were taken over by a secured party known as [redacted].3. [redacted] entered into an Asset Purchase Agreement on February 22, 2012 to sell the secured assets to [redacted]. [redacted]. The Agreement was that [redacted]. would purchase the assets following a liquidation sale of the furniture held and owned by [redacted]. The liquidation sale was held and the remaining business assets were subsequently purchased by Marlo Home Furnishings, Inc., as assignee of [redacted]. The Asset Purchase Agreement specifically provided: “Buyer shall not assume any obligations of Seller or Marlo, including without limitation .. (ii) any customer complaints, claims, litigation, investigations or proceedings relating to the Business prior to closing.” Thus neither [redacted] nor Marlo Home Furnishings, Inc. assumed any obligations relating to the customer complaint of **. [redacted]. Her complaint should be addressed either to Marlo Furniture Company, Inc. and/or [redacted], as they were the predecessors in title to the business.
4. As part of the assets purchased from [redacted], the trade name "Marlo Furniture" and other names and trademarks and derivatives thereof, were acquired by Marlo Home Furnishings, Inc. However, there is absolutely no legal relationship between Marlo Home Furnishings, Inc and the company from whom [redacted] purchased her furniture and warranty.
5. It is my opinion that the Revdex.com is legally wrong to designate this complaint as "unresolved” based on the unwillingness of [redacted]Furniture, Inc. or Marlo Home Furnishings, Inc. to honor a warranty and/or invoice commitment on furniture that it did not sell and which was sold in a transaction that was completed more than three years before Marlo Home Furnisnings, Inc. purchased the business assets. It is legally wrong to assert that merely because Marlo Home Furnishings, Inc. is using the name "Marlo" that it must honor warranties issued by an unrelated company several years prior to purchasing the business assets from an unrelated secured party.
We respectfully request that the Revdex.com reconsider its position in this matter and consider the complaint resolved. Your prompt response is requested.
Under separate cover, I am writing to Revdex.com concerning accreditation for this business.Very truly yours,
We sincerely apologize for the issues the customer has experienced. It is not our intention to exasperate an unpleasant situation and we look to resolve this as quickly as possible.
Regarding Accent chair, that has been delivered as of 11/14.
The damaged chair has been put on a...
service ticket and we expect a technician to go out and make the proper repairs as soon as possible.We will compensate the customer once the issues have been resolved. Once everything is resolved, the customer should contact me at [redacted].[redacted] so that we can speak about compensation.
We thank the customer for their continued patience.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I never received the $200.00 gift card. I asked them to send me prove or receipt with my signature on. or where are the location that the gift card was used. or what items were purchased with the gift card, i live in [redacted] Maryland. I think someone in the store use it and they are covered up for them. also I was told that in order to received the gift card I must go to the store and turn in my certificate. up to now I still have my certificate that was given when I made the purchased. Marlo Furniture needs to stop accused me of their mistake. if I can not get my $200.00 gift card that they was advertise, i will take this to court. Thank you
Based on the information provided (name, address, telephone), we cannot find the customer in the system. If at all possible, we'd greatly appreciate an invoice number or telephone number used on the account. That said, we do apologize for the curt nature of the agent's discussion. Once...
we can, we'll happily look into it as we expect all of our agents to uphold courtesy.Unfortunately, based on the summary, we cannot refund 30% of the total back; we can certainly offer a gift card, though.
We apologize for the customer's inconvenience; however, as the customer pointed out, Marlo has undergone different ownership since 2012. Furthermore, the peeling is not an issue that the accidental damage warranty covers.
If possible, can the customer please send us pictures of the damage to [redacted]?
If the customer wishes for a discount they can contact the board of directors at:[redacted] Brandywine, MD [redacted]
See Attachment
Fwd: Complaint# [redacted]Inboxx Revdex.com of Metro Washington DCMar 9 (7 days ago)to me ---------- Forwarded message ----------From: <[redacted]>Date: Sat, Mar 7, 2015 at 11:47 AMSubject: Re: Complaint#...
[redacted]To: "[email protected]" <[email protected]>To Whom It May Concern,Thank you for working on my complaint referenced above. I just wanted to let you know, after I also complained to the Maryland Consumer Protection Agency & wrote a letter including pictures of my nightstand to the Marlo Furniture Board of Directors (after their Customer Service Manager declined my request for replacement), Marlo has resolved the matter. After viewing the pictures of the damage, they decided to make a goodwill gesture to replace my nightstand at no charge to me. Please close out the complaint & again my sincere thanks for your assistance with my complaint. Best Regards,[redacted]Phone: ###-###-####Email: [redacted] Sent from Windows Mail
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I am rejecting because I have paperwork with invoice number [redacted], date of sale 2/26/09 total amount 2546.02
With a worry free 5 year warranty if not used. I never used it, [redacted] fax copies if you provide me a fax number.
Regards,
[redacted]
I bought a dining room table from Marlo and paid 2800 dollars total for it and the chairs. Not even a year passes and as I have guests sitting down for a graduation lunch, the table falls apart. I call Marlo and without having seen pictures they tell me the manufacturer will not cover it do to breakage. I send pictures and they still say breakage and that it is not covered under the manufacturer warranty. Breakage due to the fact that the rail for the additional table leaf is only held on to the table by very shallow screws and glue. Yet this defect is not covered under their warranty. They refused to repair or replace a very badly constructed product. Do not buy from Marlo or you may end up with broken expensive junk
Legs were ordered and installed by technician.
July 14, 2014
Dear [redacted],We’re not really sure what this customer is complaining about. If she’s complaining about the four-hour window, this should have been explained during scheduling. In any case, customer was delivered Saturday, May 31 just as they requested. We hope...
they will enjoy their new furniture.Best Regards,?
This has been the absolute worst customer service experience I have ever had. This company is inept, and unorganized with the worst customer service. I ordered a mattress, love seat, and chair from this company in early October. They were aware of my move-in date to my new apartment which was on November 7, 2015. The lady who ordered my furniture let me know that all my furniture would be arriving on my delivery date, except the chair which would take a few weeks longer. I understood and was fine with that.
About a week before my move in, the lady at Marlo called and said my couch wouldnt be arriving by my move-in. I was frustrated and wanted to know why. I went to Marlo in Rockville and they called the warehouse, and then she told me she worked it out and it WOULD be arriving November 7th. My move in date arrives, the truck drivers tell me they are outside and ready to deliver my stuff. When I go down to meet them, they ask me if customer service called me. I replied "no" very confused. They proceed to tell me every single piece of my furniture has been damaged besides my box spring, which is all they brought. I find this ABSOLUTELY UNACCEPTABLE. No one called to tell me this was the case. They call a lady, and I speak with her and she tells me she doesn't know what happened. This makes me even more frustrated because NO ONE could tell me what happened. The truck drivers dump off my box spring, no empathy or anything and leave. I'm making phone calls to regency furniture, only to be placed on hold 6 TIMES, and no answers from ANYONE.
I get a call 5 hours later from a lady who said my furniture just didn't get loaded on to the truck. I have so many questions and she was EXTREMELY vague and just said my furniture would arrive at my apartment Monday November 9th in the morning. I ask her why don't the guys just drop it off today? She proceeds to tell me they just dont have time. At this point, i'm extremely frustrated. No apology or anything from Regency Furniture, and lousy customer service.
Monday rolls around and I get a call 7 AM saying they don't have my mattress in stock. This was the most frustrating thing i've ever experienced. I immediately go to Marlo's in Rockville as soon as they open and explain to the manager my frustrations. He makes some phone calls to Regency and proceeds to tell me.."I was never getting my furniture delivered to me today" Regency and Marlos LIED to me about my delivery. They never intended on coming because they didn't have anything to give to me. They tore my couch trying to put it on the truck and they never had to mattress in stock. The manager at Marlo didn't offer to make it right. I told him cancel my order IMMEDIATELY. The thought of this company makes me sick to my stomach. I am an easy person to work with, but I've been lied to so much by a company that I had to make my frustrations known. This company needs to be reported.
June 3, 2014
Dear [redacted],Complaint has been noted. Customer has been ordered piece for her damaged loveseat. Once the piece comes in from the Imanufacturer, we will call the customer and send out a certified technician to install the piece and repair it back to manufacturer...
specifications.Best Regards,
[To assist us in bringing this matter to a close, you must give us a...
reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because :I have been waiting on them since April to replace the damaged drawer. . They have already sent a guy here with a magic marker. They didn't mention the broken slant for the dresser that held the mirror. the last time I spoke to their representative I was told I would be receiving a call back the next day and it has been weeks. I'm not asking for much . All I want is my money worth. I refuse to settle for less when I bought what I thought was a Brand new bedroom set. The damage was what their workers did upon delivery and the broken slant was done prior to me receiving my order because tey tried to hide the split with wood glue. I just want to be made whole, if you can' do that , give me my money back.
Regards,
[redacted]
We have no problem refunding a warranty that was never used five years after purchase. However, the problem with this particular complaint (and the information associated with it) is that we cannot verify the customer actually purchased anything five years ago. The closest invoice we have with...
this customer on file (using the last name and address) is a purchase from December 30, 2012. This is not five years old. If the customer does have another purchase, that is five years old, please send us the invoice of that particular invoice and we'll be happy to look into it.
July 4, 2015Dear [redacted]:Customer’s parts were ordered and have arrived. As of 7/1/2015, customer called us to schedule a technician to come out and install said parts. We look forward to finalizing our business with the customer and resolving the issues.Best...
Regards,Salem S
The customer has rejected our attempt to repair the furniture, so we offered to exchange it for new merchandise. The customer has now refused this exchange despite it being their initial request. We will cancel the merchandise, and we will not charge any cancellation/restocking fees. However, we will charge 150.99 as payment for the delivery team that has to go out and pick up the merchandise. If the customer does not wish to pay this pick-up fee, they can also return the merchandise to the warehouse in Brandywine, MD.
The customer's merchandise was adjusted at the store. The customer will receive a second delivery for the merchandise that has not yet been delivered yet. We apologize for any inconvenience and thank the customer for his continued patience.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com
Thank you so very much for stepping in on my behalf. I appreciate what you have done to resolve this matter for me in such a short period of time. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Have a great day!!
[redacted]
September 4, 2014
Dear [redacted]:This law firm represents Marlo Home Furnishings, Inc. My client is aggrieved by the decision of Revdex.com to close this complaint as "unresolved” based on my clients unwillingness to resolve a warranty issue arising from a purchase made by [redacted] in 2009. This decision by Revdex.com was based on the "opinion of [your] office that [redacted]s acquisition of Marlow [sic] does not negate its responsibility to address complaints or concerns of consumers who file with the Revdex.com, nor honor its warranty of items still within their warranted time period, even if said purchase was originally made under Marlow ownership.”
In our view, the opinion of Revdex.com is inaccurate and its position with respect to this complaint is illegal and arbitrary.In order to make the record clear, I want to advise the Revdex.com of the following:1. Based on the complaint, it appears that [redacted] bought furniture and a warranty in 2009 from Marlo Furniture Company, Inc.2. In late 2011, Marlo Furniture Company, Inc. went out of business. Its assets were taken over by a secured party known as [redacted].3. [redacted] entered into an Asset Purchase Agreement on February 22, 2012 to sell the secured assets to [redacted]. [redacted]. The Agreement was that [redacted]. would purchase the assets following a liquidation sale of the furniture held and owned by [redacted]. The liquidation sale was held and the remaining business assets were subsequently purchased by Marlo Home Furnishings, Inc., as assignee of [redacted]. The Asset Purchase Agreement specifically provided: “Buyer shall not assume any obligations of Seller or Marlo, including without limitation .. (ii) any customer complaints, claims, litigation, investigations or proceedings relating to the Business prior to closing.” Thus neither [redacted] nor Marlo Home Furnishings, Inc. assumed any obligations relating to the customer complaint of **. [redacted]. Her complaint should be addressed either to Marlo Furniture Company, Inc. and/or [redacted], as they were the predecessors in title to the business.
4. As part of the assets purchased from [redacted], the trade name "Marlo Furniture" and other names and trademarks and derivatives thereof, were acquired by Marlo Home Furnishings, Inc. However, there is absolutely no legal relationship between Marlo Home Furnishings, Inc and the company from whom [redacted] purchased her furniture and warranty.
5. It is my opinion that the Revdex.com is legally wrong to designate this complaint as "unresolved” based on the unwillingness of [redacted]Furniture, Inc. or Marlo Home Furnishings, Inc. to honor a warranty and/or invoice commitment on furniture that it did not sell and which was sold in a transaction that was completed more than three years before Marlo Home Furnisnings, Inc. purchased the business assets. It is legally wrong to assert that merely because Marlo Home Furnishings, Inc. is using the name "Marlo" that it must honor warranties issued by an unrelated company several years prior to purchasing the business assets from an unrelated secured party.
We respectfully request that the Revdex.com reconsider its position in this matter and consider the complaint resolved. Your prompt response is requested.
Under separate cover, I am writing to Revdex.com concerning accreditation for this business.Very truly yours,