July 29, 2014
Dear [redacted],The customer had submitted photos to the Service Department. After a thorough examination, the Service Department came to the conclusion that the merchandise became damaged due to customer usage and not because of the manufacturing defect. As a...
result, the Service Department will not be further considering this case for repair by a service technician.Best Regards,
Upon review of the complaint, we have found that the merchandise is correct.
If the customer is adament that this is the wrong piece then the should contact me at [redacted] (please include invoice number in message title...
with ATTN marked to Salem). If possible, the customer should send pictures of the damaged merchandise so that we can better as the issues.
[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:in the bottom of the love seat they pulled of the desk cover and replaced it, but on the sofa they patched over the middle of the couch as the pictures I sent in. There are hole in the seating area under the pillows on the couch where the metal is coming through it. I will not agree with what they are saying because I was sending pictures and they said they never got them. Again this couch should have lasted more then a couple of months for what it costed. Marlo you are the worst of the worst. I wrote on the paper the very day I received the set and I spoke to someone on the phone when they called to make sure no damage was done while bringing it into my house. Something was wrong with it. This furniture was dry riot from the warehouse. It look to me you will not honor the standard that Marlo had in the beginning. Holes should not continue to come in the furniture that denotes that something is wrong. You could as lease have someone to come and see what you sold.
Regards,
[redacted]
I ordered a living set on 11/13 and was scheduled for delivery on 11/21 between 12pm-4pm. At 3:30pm I called tocheck on the status because no one had contacted me and I was told to call back after 4:30pm. I called at 4:00pm and was told at that point that the delivery person was running behind and that he had 4 stops before mine.
I then inquired about a refund because to me this was poor customer communication. Why do I have to call and find out that the delivery driver is running behind? I was told that I could go into the store. I then informed them that I was headed to the store.
I get to the store only to be told that there was no manager on duty and I would have to come back tomorrow.
Really!!!!!
The only person who seemed to care that I wasted an entire day of work and that you had an upset customer who wanted to cancel all orders with Marlo was LeAndre at the corporate office.
Here it is 6:27pm and I am still waiting. No calls to update me. Once again I had to call.
I will be accepting my living furniture whenever it gets here. But that the bedroom set will be cancelled.
And Marlo has just lost a customer
July 3, 2015Dear [redacted]:
Apologies for the late response to this; many of these complaints were sent online and no notification was sent to me, so I was unaware of their existence.
With regards to the customer, we’d like to apologize that provisions to the...
warranty weren’t clearly mentioned. The warranty covers damages, as it is an accidental warranty, only. Therefore, breakage, peeling (unless it’s 100% real leather) are not covered by the warranty company.If the customer would like, we’re willing to offer a refund for the warranty he purchased, In order to process the refund, the customer would have to go to the store where he made the purchase and, with the card used during purchase, the management will issue a refund. The original card used during purchase must be present.
Best Regards,Salem S.
July 21, 2014
Dear [redacted],This is yet another complaint that weve responded to — but you claim we havent. Alas, I will repeat the message I stated in our initial response to this complaint.The customer purchased this merchandise under the previous ownership which has since...
changed in 2012. As such, the new ownership will not be servicing previous customers in any way. This is not just a "story” told because we don't want to honor previous customers – rather, this was a measure undertaken as part of a contractual agreement with — due, in part, to systematic changes that were made from the old company to the new one during the acquisition.Kindly note this complaint as having been answered.Best Regards,
August 11, 2014
Dear [redacted],We apologize for the inconvenience. The customer purchased from Marlo before Marlo went out of business in 2012. As a result of Marlos going out of business, it was acquisitioned by another furniture store which wont refund warranties that were part...
The reason the customer has to pay for a redelivery fee should they choose new merchandise is because the merchandise was not deemed to be damaged. Therefore, this reselection prompts new delivery fees.
June 19, 2014
Dear [redacted],The customer has been delivered all of his merchandise as of /17.If merchandise was no longer in stock – of course wed allow customer to receive full refund. This was not the case in this situation.Best Regards,
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 table does wobble!! Now they say it wobbles because of the way it was designed. Why didn't they tell me that back in April/May. They told me to put the table over wood pieces to level it and keep it from wobbling. If it was in the way it was designed, why didn't they say so back then!! Customer Service put me through a whole lot of anxiety for over 3 months. The customer service is not good. When I sent the certified letter to the Board, they did not respond at all. All I was trying to get from the Board of Directors was a response. If they knew all along that there was a design problem, they should have told me and allowed me to get another table.My first complaint was that they delivered the table top without the pedastal base. I told them to cancel the order because I could not use the table without the base. They said if I canceled, I would have to pay a 30% cancellation fee. I did not want to pay a 30% fee, so I had to go back to the store to pay for the base. They should have given me the base since it was the saleman's fault that I did not get it. When everything was re-delivered, the table top had cigarettes burns on it and it wobbled. This is when my second complaint began.
To wrap this all up, I have to say I will not buy anything else from Marlo or [redacted] Furniture. Their customer service is terrible and they don't care about customer satisfaction. I will pass this on to friends and neighbors.
Regards,
[redacted]
See Attachment
Resolved complaint #[redacted]Inboxx Revdex.com of Metro Washington DCJan 13 (7 days ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Jan 13, 2015 at 1:22 PMSubject:...
Resolved complaint #[redacted]To: [email protected] whom this may concern:Hello and thank you for your help.This is to inform you that the Saturday prior to receiving your automatic email complaint #, the company Marlo Furniture called me to notify me that my refund check had arrived. I picked up my refund immediately! Thanks for your attention to this matter. Not sure if their prompt action was in response to this complaint or not, but I'm grateful for the Revdex.com and hope that companies like Marlo improve their practices and customer service.With sincere thanks,[redacted]
I'd like to apologize for the tone of Kyla as well as the Service Manager as well as the indefensible time it took to call the customer back. My understanding is the following:- Customers are supposed to inspect the merchandise before signing that they are in "good condition" and driving...
home. - Customers who do find damage, are allowed to return the merchandise. In this case, because it was a pick up and not a delivery, the customer must return the item to the warehouse in order to have it inspected/repaired/exchanged. If the customer absolutely cannot return it to the warehouse, the customer can pay a pickup fee so that we can inspect/repair/exchange.The customer has refused to do this. Again, we'll happily look into the matter if the customer decides to bring this to the warehouse/pay for a pickup, as per protocol.
We've looked into this and as we told the customer, there's no way this is of a different color than the one they saw in the showroom. This particular set only comes in three colors - all of which vary so drastically that there's no way there can be any confusion as to which is which. The customer...
received the right color. We understand that some of this may have been damaged; we are replacing a side of the sectional on 7/17.
We understand that the customer has other concerns outside of the casings issue; however, the service department has deemed those not to be manufacturing defects.
Complaint noted; this has already been explained to the customer but will explain again: the money will be refunded. Refund checks take up to 21-business days to be processed. However, they WILL indeed be processed. The merchandise was canceled on 10/17. Therefore there will necessarily be more time needed for the check to be refunded.
May 29, 2014
Dear [redacted], We have no record of this customer shopping with us under the address or telephone numbers provided. The closest match we have is a customer who purchased on [redacted] but not for the amount the customer listed. That customer has also already used their...
warranty, Its entirely possible this customer purchased under a different name and had since changed addresses. If thats the case, it would be very helpful if we can be provided with an invoice number used or telephone number used on the account. Thank you for your attention regarding this matter.Best Regards,
Furniture was not swapped for inferior products; what was delivered was exactly what the customer purchased. As per policy, we cannot refund customer for damaged merchandise until all attempts have been made to satisfy damages, via service.
July 29, 2014
Dear [redacted],The customer had submitted photos to the Service Department. After a thorough examination, the Service Department came to the conclusion that the merchandise became damaged due to customer usage and not because of the manufacturing defect. As a...
result, the Service Department will not be further considering this case for repair by a service technician.Best Regards,
Upon review of the complaint, we have found that the merchandise is correct.
s the issues.
If the customer is adament that this is the wrong piece then the should contact me at [redacted] (please include invoice number in message title...
with ATTN marked to Salem). If possible, the customer should send pictures of the damaged merchandise so that we can better a
[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:in the bottom of the love seat they pulled of the desk cover and replaced it, but on the sofa they patched over the middle of the couch as the pictures I sent in. There are hole in the seating area under the pillows on the couch where the metal is coming through it. I will not agree with what they are saying because I was sending pictures and they said they never got them. Again this couch should have lasted more then a couple of months for what it costed. Marlo you are the worst of the worst. I wrote on the paper the very day I received the set and I spoke to someone on the phone when they called to make sure no damage was done while bringing it into my house. Something was wrong with it. This furniture was dry riot from the warehouse. It look to me you will not honor the standard that Marlo had in the beginning. Holes should not continue to come in the furniture that denotes that something is wrong. You could as lease have someone to come and see what you sold.
Regards,
[redacted]
We're aware of the customer's issues with the walls. We will be in touch with the customer regarding repairs.
I ordered a living set on 11/13 and was scheduled for delivery on 11/21 between 12pm-4pm. At 3:30pm I called tocheck on the status because no one had contacted me and I was told to call back after 4:30pm. I called at 4:00pm and was told at that point that the delivery person was running behind and that he had 4 stops before mine.
I then inquired about a refund because to me this was poor customer communication. Why do I have to call and find out that the delivery driver is running behind? I was told that I could go into the store. I then informed them that I was headed to the store.
I get to the store only to be told that there was no manager on duty and I would have to come back tomorrow.
Really!!!!!
The only person who seemed to care that I wasted an entire day of work and that you had an upset customer who wanted to cancel all orders with Marlo was LeAndre at the corporate office.
Here it is 6:27pm and I am still waiting. No calls to update me. Once again I had to call.
I will be accepting my living furniture whenever it gets here. But that the bedroom set will be cancelled.
And Marlo has just lost a customer
July 3, 2015Dear [redacted]:
Apologies for the late response to this; many of these complaints were sent online and no notification was sent to me, so I was unaware of their existence.
With regards to the customer, we’d like to apologize that provisions to the...
warranty weren’t clearly mentioned. The warranty covers damages, as it is an accidental warranty, only. Therefore, breakage, peeling (unless it’s 100% real leather) are not covered by the warranty company.If the customer would like, we’re willing to offer a refund for the warranty he purchased, In order to process the refund, the customer would have to go to the store where he made the purchase and, with the card used during purchase, the management will issue a refund. The original card used during purchase must be present.
Best Regards,Salem S.
We're aware the bed needs parts; the service department is currently looking to get parts for the bed and have someone install them.
July 21, 2014
Dear [redacted],This is yet another complaint that weve responded to — but you claim we havent. Alas, I will repeat the message I stated in our initial response to this complaint.The customer purchased this merchandise under the previous ownership which has since...
changed in 2012. As such, the new ownership will not be servicing previous customers in any way. This is not just a "story” told because we don't want to honor previous customers – rather, this was a measure undertaken as part of a contractual agreement with — due, in part, to systematic changes that were made from the old company to the new one during the acquisition.Kindly note this complaint as having been answered.Best Regards,
August 11, 2014
Dear [redacted],We apologize for the inconvenience. The customer purchased from Marlo before Marlo went out of business in 2012. As a result of Marlos going out of business, it was acquisitioned by another furniture store which wont refund warranties that were part...
of the previous ownerships deal.Best Regards,
The reason the customer has to pay for a redelivery fee should they choose new merchandise is because the merchandise was not deemed to be damaged. Therefore, this reselection prompts new delivery fees.
June 19, 2014
Dear [redacted],The customer has been delivered all of his merchandise as of /17.If merchandise was no longer in stock – of course wed allow customer to receive full refund. This was not the case in this situation.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: The table does wobble!! Now they say it wobbles because of the way it was designed. Why didn't they tell me that back in April/May. They told me to put the table over wood pieces to level it and keep it from wobbling. If it was in the way it was designed, why didn't they say so back then!! Customer Service put me through a whole lot of anxiety for over 3 months. The customer service is not good. When I sent the certified letter to the Board, they did not respond at all. All I was trying to get from the Board of Directors was a response. If they knew all along that there was a design problem, they should have told me and allowed me to get another table.My first complaint was that they delivered the table top without the pedastal base. I told them to cancel the order because I could not use the table without the base. They said if I canceled, I would have to pay a 30% cancellation fee. I did not want to pay a 30% fee, so I had to go back to the store to pay for the base. They should have given me the base since it was the saleman's fault that I did not get it. When everything was re-delivered, the table top had cigarettes burns on it and it wobbled. This is when my second complaint began.
To wrap this all up, I have to say I will not buy anything else from Marlo or [redacted] Furniture. Their customer service is terrible and they don't care about customer satisfaction. I will pass this on to friends and neighbors.
Regards,
[redacted]
Customer has been informed that we're ordering casting for furniture as a courtesy which should have been delivered to the customer's home by now
See Attachment
Resolved complaint #[redacted]Inboxx Revdex.com of Metro Washington DCJan 13 (7 days ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Jan 13, 2015 at 1:22 PMSubject:...
Resolved complaint #[redacted]To: [email protected] whom this may concern:Hello and thank you for your help.This is to inform you that the Saturday prior to receiving your automatic email complaint #, the company Marlo Furniture called me to notify me that my refund check had arrived. I picked up my refund immediately! Thanks for your attention to this matter. Not sure if their prompt action was in response to this complaint or not, but I'm grateful for the Revdex.com and hope that companies like Marlo improve their practices and customer service.With sincere thanks,[redacted]
I'd like to apologize for the tone of Kyla as well as the Service Manager as well as the indefensible time it took to call the customer back. My understanding is the following:- Customers are supposed to inspect the merchandise before signing that they are in "good condition" and driving...
home. - Customers who do find damage, are allowed to return the merchandise. In this case, because it was a pick up and not a delivery, the customer must return the item to the warehouse in order to have it inspected/repaired/exchanged. If the customer absolutely cannot return it to the warehouse, the customer can pay a pickup fee so that we can inspect/repair/exchange.The customer has refused to do this. Again, we'll happily look into the matter if the customer decides to bring this to the warehouse/pay for a pickup, as per protocol.
We've looked into this and as we told the customer, there's no way this is of a different color than the one they saw in the showroom. This particular set only comes in three colors - all of which vary so drastically that there's no way there can be any confusion as to which is which. The customer...
received the right color. We understand that some of this may have been damaged; we are replacing a side of the sectional on 7/17.
We understand that the customer has other concerns outside of the casings issue; however, the service department has deemed those not to be manufacturing defects.
Complaint noted; this has already been explained to the customer but will explain again: the money will be refunded. Refund checks take up to 21-business days to be processed. However, they WILL indeed be processed. The merchandise was canceled on 10/17. Therefore there will necessarily be more time needed for the check to be refunded.
May 29, 2014
Dear [redacted], We have no record of this customer shopping with us under the address or telephone numbers provided. The closest match we have is a customer who purchased on [redacted] but not for the amount the customer listed. That customer has also already used their...
warranty, Its entirely possible this customer purchased under a different name and had since changed addresses. If thats the case, it would be very helpful if we can be provided with an invoice number used or telephone number used on the account. Thank you for your attention regarding this matter.Best Regards,
Furniture was not swapped for inferior products; what was delivered was exactly what the customer purchased. As per policy, we cannot refund customer for damaged merchandise until all attempts have been made to satisfy damages, via service.