Martin Home Furnishings

Review: My church bought me a bookcase (from [redacted]) in celebration of my new home.I notice the glass door knob is loosen AND there is a ring mark on the door.This is a bulky unit requires at least 2 person & a pick up truck for delivery. The church members did it for me. I do not drive nor have any tools to pick up.Here is the response from manufacturer/[redacted]"I can provide you with a new left door & knob. It should take about 5-10 minutes to change it""I talked to our [redacted] rep, [redacted] will gladly give you full refund provided you sent it back to them"Desired Settlement: 100% satisfaction guarantee product, delivered to property, ASAP

Business

Response:

Thank you for sending us the concern of a consumer who bought an item we produce from [redacted].

We are located in San Diego and the consumer with the concern is located in Beaverton Oregon.

We are not a retailer, we are a manufacturer.

[redacted] Wholesale buys product from us and resells to their members.

Apparently the consumer bought an item and there is a defect.

Our warranty states for any manufacturer defects the consumer can return to us at their expense and

we will repair or replace with a unit at no charge, however it is the consumer's responsibiiity to have the

item returned.

[redacted] has a very liberal policy and their members can return to [redacted] at any time for a full refund.

We also include with every item a statement if the consumer has a defected item they can call us and

we will send out a replacement part at no cost. I see in your Jetter the complaint involves: Adverting Issues.

I have no idea what advertising we are not abiding by. The human interest part is that it sounds like the consumers

church did a nice gesture and bought the consumer an item produced by us, there is a small defect that can be solved

by us sending a replacement parts if the consumer will allow us to so. Or the consumer has the choice to return to

[redacted] for a full refund.

It sounds as if the consumer has no physical way of returning or replacing the part themselves. [redacted] is an excellent

membership retailer, however it is quite clear to [redacted] members that they keep their prices low by not doing deliveries,

service repairs etc., in simple terms if you don t like something return for a refund that is how they keep their prices low.

In the spirit of helping out the consumer we could send them two $25 gift cards to be used at [redacted] and maybe they

can use that to pay some neighbor kid to either fix the unit if they will let us send the replacement parts

or to take back to [redacted] for a full refund.

Please let me know if I can be of any more assistance.

Best regards,

Martin Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

[redacted]

I have received the gift card but not the door.

As you are aware, the book case is a gift from my church. My church has about 150 members. Most of us not that close but if needed, we can be close. We do visit one another not that often. Any member could notice that defective door if they were to visit me. I am actually have difficulties getting someone to change the door even if you sent me one, but at least some effort shown.

Business

Response:

Good afternoon [redacted]

I will talk to my parts department regarding this and will provide you with a tracking number once its provided to me.

M A R T I N H O M E F U R N I S H I N G S

kathy ireland Home™ by Martin | Martin Home Furnishings

Email [redacted]@martinfurniture.com | www.martinfurniture.com

Review: I ordered a desk, three hutches and two file cabinets through Direct Buy. One of the hutches was delayed in delivery and when it arrived it was not the same color as the rest of the units. I complained to Direct Buy and was told that Martin Home Furnishings was no longer producing that line. When I learned that I could not get a complete order, I told them I wanted to return the entire order. I was just told that they will not accept the return of the full order and are only offering a 50% refund on the one piece that is the wrong color.Desired Settlement: I want them to accept the return of our unfinished order and a complete refund of our purchase price.

Business

Response:

A settlement was agreed to this morning between Martin Furniture and Direct Buy. From the beginning the complaint was for a hutch that did not match and we offered a 50% discount for the 1-pc. that the complaint was on with the understanding there were no other issues with the other pcs. that was shipped. We have worked with our customer Direct Buy who requested a credit of $302.75 which we agreed to and they accepted and was appreciative. The furniture was purchased from Direct Buy and therefore the credit or settlement if Direct Buy deem necessary would be between them. Please contact [redacted] @ Direct Buy ([redacted].

I hope you see that it is our goal that, all parties to reach an acceptable settlement. Our reputation in the industry is very important to us and we work closely with our customers.

Regards,

Credit/Customer [redacted]

M A R T I N H O M E F U R N I S H I N G S

kathy ireland Home™ by Martin | Martin Home Furnishings

Ph 619.671.5150 [redacted] | Fax 619.671.5116

Email [redacted]