[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: - Marlo sells furniture with "inherent issues"
- Marlo is unable to guarantee that exchanged furniture will be damage-free so I will not agree to an exchange
- My repeated attempts to resolve this issue has taken more than 6 months
- I don't wish to reselect new couches from Marlo
I am requesting a refund, in full, for both the sofa and loveseat. They are available to be picked-up by Marlo immediately.
Regards,
[redacted]
Customer purchased furniture on April 25 and signed a contract which stated that furniture takes anywhere from 2-6 weeks to come into our warehouse after purchase. When customer found out it'll take five weeks, he wanted to cancel. We informed him that because all sales are final unless furniture...
comes in outside of the 2-6 week date, he will be penalized with a 30% cancellation fee. Customer was upset so we eventually refunded him in the full amount.
The $35.00 fee was accrued after the customer canceled the merchandise. When the customer canceled, we informed him that we need 21 business days to produce their check. My understanding is that by canceling the check, we were penalized $35.00 because of the premature nature of the...
customer's canceling of a check on a canceled invoice. Obviously, we're not going to just randomly charge a customer after he had every right to cancel an invoice as he was within the 72-hour cancellation period.
Terrible customer service and disappointing quality.... They forgot our mattress when they delivered our bed -- at the time we told the delivery guys not to set up the new bed since we wouldn't be able to sleep on it without the mattress. (We were going from queen to king). They told us they could put it together when they came back with the mattress. A week later the exact same guys came back with the mattress and they said since we denied service the last time they wouldn't set up the bed this time. When my husband called the help desk they first tried to tell us the delivery guys weren't qualified to put the bed together. When my husband explained that they were the exact same guys who delivered it the first time, the story changed to they didn't have time but they would send someone else out immediately. We never heard anything from the company ever again, and just put it together ourselves. As we assembled it we saw the chips, paint drips and dents in the wood. Altogether a terrible experience and horrible customer service.
We purchased some furniture, unsure of if it would fit in our new apartment and the sales person assured us that we could easily cancel and should just call him within 72 hours if we needed to cancel. After letting him know the next day (Saturday) I called the store Monday to make sure it was taken care of. They told me then that I needed to come into the store to cancel and when I inquired about the 72 hours policy given the store was likely closed due to the storms they claimed the store was open both Sunday and Monday. After requesting to take care of it in another location that was more convenient, and being refused, I drove an hour out of my way to the Rockville location to take care of it. When I arrived within normal business hours (7pm, they were supposedly open until 9pm), the store was closed and the parking lot not cleared from the storm. Their customer service was unwilling to help cancel the order over the phone or via their other store and repeatedly denied having said the Rockville location was open. This will result in another trip an hour out of my way tomorrow to deal with what the salesperson claimed would be a simple cancellation process.
Customer made purchase of furniture on September 17, 2015. The customer used our third party contractor to deliver the merchandise on October 17. We understand that there is a missing connector with regards to the customer's part. We will contact the store on the customer's behalf in order to have...
the necessary part ordered. We appreciate the customer's patience while we deal with the matter.
[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:The type of damage to the loveseat is exactly the same as - and arguably worse than - the damage to the sofa. Both the sofa AND loveseat need to be exchanged.
Regards,
[redacted]
[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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
But we've looked into the furniture. The customer is having issues with particularities we don't consider to be manufacturing defects. If this persists, the customer is welcome to contact either services@[redacted]furniture.biz or appeal to the board of directors atBoard of Directors: Lee Anne A[redacted]Brandywine, MD [redacted]
The five-year warranty only covers accidental damages reported within 5 days of the accident. Though it's a separete company, and we cannot speak for them, I'm assuming they declined to repair the furniture because the warranty company has concluded that it is not accidental damage (such as a cut...
or a stain). We would repair the merchandise but only do so if the furniture is no less than one year old. In this case, the furniture was purchased in 2013.
We apologize for the damaged the customer received. We're also sorry for the delayed response time; the service department attempts to repair the merchandise back to manufacturing specifications. If these repairs are not done to the customer's satisfaction, the service department will replace with...
[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 cannot accept or reject this response yet. They are sending a technician to look at the furniture on the 8th of september. They have not come yet so I do not know what the outcome will be or if I will be satisfied. Please keep my case open.
Regards,
[redacted]
While we certainly apologize for the experience, we will not be giving the customer the refund for the delivery fee since "no fit" issues - as stated in our sales contract - are not considered to be the fault of the store.
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: the customer service is terrible. The fact the store is not trying to correct this wrong is ridiculous I could have gotten severely injured from their mistakes. The least they could do is make it right, after not allowing me to return the bed. A refund that is equivalent to the 5 months on having a bed with at least 20 parts missing or in the wrong place is due.
Regards,
[redacted]
September 1, 2014
Dear [redacted],The customer purchased during a promotion and was given a 200 gift card to be used for a purchase of their choosing. This purchase could be used for a TV or an -Box or any purchase they choose, According to [redacted], the customer received...
their card in May. The card was used up over a three-day period, from /29-/12013. Customer denied that they had ever received the card. We checked with [redacted] and it turns out that they had, in fact, used the card for purchases of their own choosing.
[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: - Marlo sells furniture with "inherent issues"
- Marlo is unable to guarantee that exchanged furniture will be damage-free so I will not agree to an exchange
- My repeated attempts to resolve this issue has taken more than 6 months
- I don't wish to reselect new couches from Marlo
I am requesting a refund, in full, for both the sofa and loveseat. They are available to be picked-up by Marlo immediately.
Regards,
[redacted]
We will exchange the sofa but not the loveseat.
Customer purchased furniture on April 25 and signed a contract which stated that furniture takes anywhere from 2-6 weeks to come into our warehouse after purchase. When customer found out it'll take five weeks, he wanted to cancel. We informed him that because all sales are final unless furniture...
comes in outside of the 2-6 week date, he will be penalized with a 30% cancellation fee. Customer was upset so we eventually refunded him in the full amount.
The $35.00 fee was accrued after the customer canceled the merchandise. When the customer canceled, we informed him that we need 21 business days to produce their check. My understanding is that by canceling the check, we were penalized $35.00 because of the premature nature of the...
customer's canceling of a check on a canceled invoice. Obviously, we're not going to just randomly charge a customer after he had every right to cancel an invoice as he was within the 72-hour cancellation period.
Terrible customer service and disappointing quality.... They forgot our mattress when they delivered our bed -- at the time we told the delivery guys not to set up the new bed since we wouldn't be able to sleep on it without the mattress. (We were going from queen to king). They told us they could put it together when they came back with the mattress. A week later the exact same guys came back with the mattress and they said since we denied service the last time they wouldn't set up the bed this time. When my husband called the help desk they first tried to tell us the delivery guys weren't qualified to put the bed together. When my husband explained that they were the exact same guys who delivered it the first time, the story changed to they didn't have time but they would send someone else out immediately. We never heard anything from the company ever again, and just put it together ourselves. As we assembled it we saw the chips, paint drips and dents in the wood. Altogether a terrible experience and horrible customer service.
We purchased some furniture, unsure of if it would fit in our new apartment and the sales person assured us that we could easily cancel and should just call him within 72 hours if we needed to cancel. After letting him know the next day (Saturday) I called the store Monday to make sure it was taken care of. They told me then that I needed to come into the store to cancel and when I inquired about the 72 hours policy given the store was likely closed due to the storms they claimed the store was open both Sunday and Monday. After requesting to take care of it in another location that was more convenient, and being refused, I drove an hour out of my way to the Rockville location to take care of it. When I arrived within normal business hours (7pm, they were supposedly open until 9pm), the store was closed and the parking lot not cleared from the storm. Their customer service was unwilling to help cancel the order over the phone or via their other store and repeatedly denied having said the Rockville location was open. This will result in another trip an hour out of my way tomorrow to deal with what the salesperson claimed would be a simple cancellation process.
Customer made purchase of furniture on September 17, 2015. The customer used our third party contractor to deliver the merchandise on October 17. We understand that there is a missing connector with regards to the customer's part. We will contact the store on the customer's behalf in order to have...
the necessary part ordered. We appreciate the customer's patience while we deal with the matter.
We can exchange the loveseat/sofa; however, we will service the tables, per customer service manager.
We have spoken to the customer and will be refunding $100.00 back to their account. We apologize for any inconvenience this experience has caused.
Customer's parts have arrived. We've called the customer and informed them that they're ready.
[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:The type of damage to the loveseat is exactly the same as - and arguably worse than - the damage to the sofa. Both the sofa AND loveseat need to be exchanged.
Regards,
[redacted]
[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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
But we've looked into the furniture. The customer is having issues with particularities we don't consider to be manufacturing defects. If this persists, the customer is welcome to contact either services@[redacted]furniture.biz or appeal to the board of directors atBoard of Directors: Lee Anne A[redacted]Brandywine, MD [redacted]
The five-year warranty only covers accidental damages reported within 5 days of the accident. Though it's a separete company, and we cannot speak for them, I'm assuming they declined to repair the furniture because the warranty company has concluded that it is not accidental damage (such as a cut...
or a stain). We would repair the merchandise but only do so if the furniture is no less than one year old. In this case, the furniture was purchased in 2013.
We are picking up the dining set from Ms. Jones on 5/31 and we will be issuing a refund of $224.19 and cancelling her finance contract.
We apologize for the damaged the customer received. We're also sorry for the delayed response time; the service department attempts to repair the merchandise back to manufacturing specifications. If these repairs are not done to the customer's satisfaction, the service department will replace with...
new items.
[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 cannot accept or reject this response yet. They are sending a technician to look at the furniture on the 8th of september. They have not come yet so I do not know what the outcome will be or if I will be satisfied. Please keep my case open.
Regards,
[redacted]
While we certainly apologize for the experience, we will not be giving the customer the refund for the delivery fee since "no fit" issues - as stated in our sales contract - are not considered to be the fault of the store.
[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: the customer service is terrible. The fact the store is not trying to correct this wrong is ridiculous I could have gotten severely injured from their mistakes. The least they could do is make it right, after not allowing me to return the bed. A refund that is equivalent to the 5 months on having a bed with at least 20 parts missing or in the wrong place is due.
Regards,
[redacted]
September 1, 2014
Dear [redacted],The customer purchased during a promotion and was given a 200 gift card to be used for a purchase of their choosing. This purchase could be used for a TV or an -Box or any purchase they choose, According to [redacted], the customer received...
their card in May. The card was used up over a three-day period, from /29-/12013. Customer denied that they had ever received the card. We checked with [redacted] and it turns out that they had, in fact, used the card for purchases of their own choosing.