[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 do not want the merchandise any longer. I don't want it at all, and I've spoke to Marlo a month ago and they told me I could get a credit. I don't understand why it's so difficult to understand.
Regards,
[redacted]
The issue had not been resolved. I am still waiting be reimbursement for the detective couch. Which I have being trying to contact marlo furniture customer service department for the amount of 697.00 be be refunded back to my Crédit card.. I can be reach [redacted] or by email [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution not satisfactory to me.
Regards,
[redacted]
We certainly apologize for the prolonged wait time. The furniture has since arrived and is scheduled for a delivery to the customer's home on 6/12/2015.
Unfortunately, the service department could not confirm whether or not the damages had been done during delivery or whether it was like that during the purchase (these are floor model items and as such, they're sold 'as is.' Therefore, we will not be servicing the merchandise.
We have serviced the damaged items and are waiting on the customer so that we can deliver the repaired merchandise. Everything is 100% up to manufacturing specs.
[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 received an authorization letter for Full Replacement of the damaged side rails from [redacted] Warranty. [redacted] Warranty refers to [redacted]-Marlos in its letter dated February 10, 2015 as the party responsible for providing the replacement rails via the issued Full Replacement credit. Marlos Customer Care seems unable to understand the nature of my request and respond appropriately despite a claim # from [redacted] Warranty and references to the Warranty #, Original Invoice #, and additional references. When I called, I talked to a [redacted]-Marlos representative who does not seem equipped to find the claim # and provide resolution. Upon requesting a manager, they communicated that none was available to deal with my issue.
Regards,
[redacted]
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:They fixed the bottom of the couch (pictures one, two and three) these pictures show the unprofessional job that was done. I did complain about that. The other pictures are showing the springs or metal coming through the part of the couch under the seating pillows. I tried to send them pictures of the seating area and they said the never received them. There had to be something wrong with the furniture because I called right away. There are no small children in my house. This is not right. There work was not professional in repairing the couch and love seat if you look at the pictures. Thank you.
Regards,
[redacted]
We apologize for the delay in the merchandise. We have ordered a new piece for the customer. Should the customer choose to recieve the new set, it will be brand new in good condition. If the customer does not wish to wait for the new set, then they can cancel the order at the store.
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]
[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 pictures of the rail that shows the missing screw that resulted in and put pressure on the rail that caused the break. The picture also shows where another screw/bolt is missing from the bottom of the "trundle bed" base.Unfortunately, I cannot get my camera phone to act accordingly; however, I will save to an SD card and upload later...
Regards,
[redacted]
[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've been in communication with the warranty company and I'm aware that accidental damage warranty doesn't cover this damage. Per the warranty company this is not accidental damage, it is manufacturer damage thus the reason I'm contacting Marlo. Besides, how does leather peel anyway? And, because Marlo has undergone different ownership shouldn't effect me as the customer. The new owners also incurs the old business issues.
Regards,
Dorinda Bowers
[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]
The service department has rejected the damaged claim as not being a manufacturing defect (this is after already servicing the issue). Should the customer wish to appeal the service department's decision, the customer may contact Lee Anne A[redacted] at [redacted] Brandywine, MD [redacted]
[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 information that you provided is Not true. Whoever gave that person "my understanding" is wrong and incorrect. The fact (and not understanding) is that the order was canceled before you deposited the check, as per stated by your Marlo Representative(s), the next day, The important issue is "Customer Services In Business". Why would you loose, so far $6,328.00 over your $35.00. I have a new house and have already went to your competition ([redacted] Furniture, [redacted] Furniture, etc...) to purchase furniture that you had the first opportunity to keep me as a customer. You still have time to correct this small issue. Learn from [redacted] Business Retail lessons. I have already discuss this situation with my family and friends. They can't believe it. As they stated, again why a business loose $6,328.00 (and counting so far) vs. $35.00. Unbelievable!!!
Regards,
[redacted]
We apologize for the ongoing issues. Upon reviewing the pictures the customer submitted we have decided to exchange the sofa for a new one since the stretching (customer refers to as "holes") is irreparable. The loveseat, however, is standard and we found nothing wrong with it. The customer can call...
us at any time to schedule the exchange for a new sofa.
[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 the exchange of the sofa and loveseat with new factory made items at no additional cost to me to be acceptable. I also accept the repair of the two end tables. Thank you.
Regards,
[redacted]
September 1, 2014
Dear [redacted],We have already responded to this complaint on August 16. We have stated that the leafs for the customers table have been ordered. Please reopen the case as to reflect that we have indeed responded (twice now),
June 3, 2014
Dear [redacted],Complaint has been noted. We ordered the correct part for the customer. We are awaiting the parts arrival. Once it comes in, we will send a certified service technicianto install it.Best Regards,
cracking/peeling are not covered under the one-year manufacturing warranty. Also, with regards to this specific set and whether or not it's defective. We've sold many of this exact set (a very popular set) over the past year and haven't had any issues regardin peeling/cracking - at this point we're...
[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 do not want the merchandise any longer. I don't want it at all, and I've spoke to Marlo a month ago and they told me I could get a credit. I don't understand why it's so difficult to understand.
Regards,
[redacted]
The issue had not been resolved. I am still waiting be reimbursement for the detective couch. Which I have being trying to contact marlo furniture customer service department for the amount of 697.00 be be refunded back to my Crédit card.. I can be reach [redacted] or by email [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution not satisfactory to me.
Regards,
[redacted]
We certainly apologize for the prolonged wait time. The furniture has since arrived and is scheduled for a delivery to the customer's home on 6/12/2015.
Unfortunately, the service department could not confirm whether or not the damages had been done during delivery or whether it was like that during the purchase (these are floor model items and as such, they're sold 'as is.' Therefore, we will not be servicing the merchandise.
We have serviced the damaged items and are waiting on the customer so that we can deliver the repaired merchandise. Everything is 100% up to manufacturing specs.
[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 received an authorization letter for Full Replacement of the damaged side rails from [redacted] Warranty. [redacted] Warranty refers to [redacted]-Marlos in its letter dated February 10, 2015 as the party responsible for providing the replacement rails via the issued Full Replacement credit. Marlos Customer Care seems unable to understand the nature of my request and respond appropriately despite a claim # from [redacted] Warranty and references to the Warranty #, Original Invoice #, and additional references. When I called, I talked to a [redacted]-Marlos representative who does not seem equipped to find the claim # and provide resolution. Upon requesting a manager, they communicated that none was available to deal with my issue.
Regards,
[redacted]
[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:They fixed the bottom of the couch (pictures one, two and three) these pictures show the unprofessional job that was done. I did complain about that. The other pictures are showing the springs or metal coming through the part of the couch under the seating pillows. I tried to send them pictures of the seating area and they said the never received them. There had to be something wrong with the furniture because I called right away. There are no small children in my house. This is not right. There work was not professional in repairing the couch and love seat if you look at the pictures. Thank you.
Regards,
[redacted]
We apologize for the delay in the merchandise. We have ordered a new piece for the customer. Should the customer choose to recieve the new set, it will be brand new in good condition. If the customer does not wish to wait for the new set, then they can cancel the order at the store.
[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]
[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 pictures of the rail that shows the missing screw that resulted in and put pressure on the rail that caused the break. The picture also shows where another screw/bolt is missing from the bottom of the "trundle bed" base.Unfortunately, I cannot get my camera phone to act accordingly; however, I will save to an SD card and upload later...
Regards,
[redacted]
[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've been in communication with the warranty company and I'm aware that accidental damage warranty doesn't cover this damage. Per the warranty company this is not accidental damage, it is manufacturer damage thus the reason I'm contacting Marlo. Besides, how does leather peel anyway? And, because Marlo has undergone different ownership shouldn't effect me as the customer. The new owners also incurs the old business issues.
Regards,
Dorinda Bowers
[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]
The service department has rejected the damaged claim as not being a manufacturing defect (this is after already servicing the issue). Should the customer wish to appeal the service department's decision, the customer may contact Lee Anne A[redacted] at [redacted] Brandywine, MD [redacted]
[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 information that you provided is Not true. Whoever gave that person "my understanding" is wrong and incorrect. The fact (and not understanding) is that the order was canceled before you deposited the check, as per stated by your Marlo Representative(s), the next day, The important issue is "Customer Services In Business". Why would you loose, so far $6,328.00 over your $35.00. I have a new house and have already went to your competition ([redacted] Furniture, [redacted] Furniture, etc...) to purchase furniture that you had the first opportunity to keep me as a customer. You still have time to correct this small issue. Learn from [redacted] Business Retail lessons. I have already discuss this situation with my family and friends. They can't believe it. As they stated, again why a business loose $6,328.00 (and counting so far) vs. $35.00. Unbelievable!!!
Regards,
[redacted]
a
We apologize for the ongoing issues. Upon reviewing the pictures the customer submitted we have decided to exchange the sofa for a new one since the stretching (customer refers to as "holes") is irreparable. The loveseat, however, is standard and we found nothing wrong with it. The customer can call...
us at any time to schedule the exchange for a new sofa.
[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 the exchange of the sofa and loveseat with new factory made items at no additional cost to me to be acceptable. I also accept the repair of the two end tables. Thank you.
Regards,
[redacted]
September 1, 2014
Dear [redacted],We have already responded to this complaint on August 16. We have stated that the leafs for the customers table have been ordered. Please reopen the case as to reflect that we have indeed responded (twice now),
customer has been scheduled for 8/6/2015.
June 3, 2014
Dear [redacted],Complaint has been noted. We ordered the correct part for the customer. We are awaiting the parts arrival. Once it comes in, we will send a certified service technicianto install it.Best Regards,
cracking/peeling are not covered under the one-year manufacturing warranty. Also, with regards to this specific set and whether or not it's defective. We've sold many of this exact set (a very popular set) over the past year and haven't had any issues regardin peeling/cracking - at this point we're...
quite sure it's not inherently defective.