MXD Group, Inc.

Ms***,Thank you for reaching out to MXD Group regarding your complaint Please be assured that the entirety of your claim is currently being reviewed MXD Group thanks you for your patience as this situation is being reviewed We hope to respond to you by the end of this week
regarding your complaint.Highest regards,MXD Group

***,
We are currently reviewing your claim in it's entirety. Please allow me until Monday to reach back out to you. If you can send the information we discussed (emails to Serta) that would be great
Highest regards,
*** ***

I spoke with the Salt Lake City hub who will be delivering your merchandise. They said that a call had been made and they were waiting on a call back from you regarding the date. They will be calling you again to schedule. I apologize for the frustration you have encountered
regarding this delivery. We strive to provide excellent customer service and support.Thank you

I do apologize that you were not delighted by your experience with MXD Group. We did experience some delays with our online tracking serviceHowever, the order was delivered to the local delivery hub on April 26thThe item was delivered to your residence May 2ndI hope you were delighted by
the delivery teamAgain on behalf of MXD Group, I apologize for the delay

***
Thank you for expressing your concerns regarding your delivery. On behalf of MXD Group I appologize for any frustration regarding this process. I understand that your piece was recently sent back to JCPenney for an issuance of a full refund. If there is anything further
regarding your specific order I can assist you with, please let me know
Also, I have forwarded your complaint along with a synopsis of all the events noted in our system to higher management within our company. Customer service is extremely important to MXD Group and our clients like JCPenney. We will continue to strive to make sure every order is completed on time and merchandise is delievered damage free
Thank you for all of your patience and understanding during this process
Highest regards,
Dylan B

First let me apologize for your long holds when trying to contact us. It is our peak season and the phone time wait has been long. I see your delivery was made 12/15. We strive to provide excellent customer service and support and hope you were satisfied with your delivery
experience

Ms***,Thank you for purchasing your Samsung refridgerator MXD Group can confirm delivery date many days in advance of your delivery but cannot guarentee delivery window until the day before delivery This should provide you with the ability to schedule the day off to receive
the delivery or request it be delivered on your day off Unfortunately, your point of purchase is responsible for advising you of the process for scheduling when you buy items, not MXD Group.While MXD Group is not technically responsible for compensating you regarding this situation, customer service is very important to us and so are our veterans Because we want to ease your frustration, MXD Group will be sending you a release of liability contractually obligating MXD Group to pay you $ It will take 2-weeks to receive the check after you sign the form I will reach out to you to obtain your email address Feel free to see my email below and message me so I can send the form.I trust this will be an amicable resolution to your complaint

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
I will let you know if they actually follow through on delivering the merchandise on the 5thThank you this was the only way I could get them to Listen!!!

Our Property Damage claims department is trying to reach out to you again regarding your claim. As your claim is of paramount importance to us, we are continuing our due diligence in the review process. This matter has encompassed multiple levels of the company as the private contractor
that performed the delivery and I am ensuring that all parties are kept informed of the facts as well as thoroughly examined for better information in all relevant functions. Going through the proper channels can take some time and I can understand your frustration and appreciate your continued cooperation. Please review the earlier email from Ryan G*** if you have not had a chance and respond in kind to the request for estimates. In an effort to keep everyone informed, I would also ask for your idea of what would be an acceptable amount to close the claim today. Also please bear in mind that any offer or request thereof does not indicate acceptance of liability on the part of MXD or named parties in the claim. All settlements would be accepted in good faith

MXD Group is not taking ANY responsibility for ALL the problems they caused in delivering my bed to meThey didn't even have the decency to call QVC & *** and admit their wrong doingThey could of at least done that and insist I receive my refund!! I WILL NEVER do business with MXD Group again!! I have already spoken to QVC and they (along with ***) will not be charging me for this bed due to the unprofessional & frustrating experience MXD Group brought upon meThis is how MXD Group should of TREATED me, but they didn't

Hello-You are right...there is no reason for this delivery taking so long and again I apologize for the delay. I would like to offer you a $gift card for the inconvenience you experienced with your service.Thank youMXD

First let me apologize for the delivery experience with MXD. We strive to provide excellent customer service and we hope to deliver delight with each delivery. I cannot validate where your delivery was to be made 3/as there are no notes in our system. Our notes show you were
offered a delivery date on 4/but you were unable to accept that day due to your schedule. I will be reaching out to our delivery hub to see if we can get a sooner time frame than 4/14. I will be trying to phone you this evening.Thank youSusan R***MXD Group

Mr.***, I am very sorry to hear about your experience in receiving your merchandiseOur intent is to deliverdelight to every customer we interact withFrom the sounds of it, we failed to do so, and for that I want to apologizeA driver no call no show is compleltely unacceptableI have filed
a complaint internally due to this failer and have sent this over to our Boston GM to address and act on accordinglyI do see your order has been delivered and I again apologize for the timeyou had to take off of work on the original scheduled delivery dateTell us why here

Hello Miss ***,On behalf of MXD Group I do apologize that your experience thus far has been less than delightful.I do show that you were scheduled for delivery on July 20thHowever, MXD unscheduled in order to attempt to provide you with a Saturday delivery dateI also show that after your
delivery was unscheduled, MXD made three additional attempts to contact you regarding scheduling for a new date, however we were unable to connect with you.MXD has since received communication from *** *** that you would now like to cancel your orderThat is very unfortunate news and MXD would like the opportunity to correct this delivery for you, if you would still be willing to accept delivery. Please let us know if you would like to proceed and MXD will contact you personally to coordinate a delivery date. Thank you,Laci H***MXD Group

Customer is now scheduled for We will call the customer as well to see what else we can do to delight her in this experience

As promised, I escalated this to Rodney P***, General Manager - Customer Service, and he was able to touch base with our onsite representative at the Simmons/*** corporate office While I am still waiting to confirm that you have been contacted by *** regarding this situation, I looked into our system and it appears that the correct mattress is being shipped from *** to one of our hubs Once it is shipped to our hub, our scheduling team will contact you to schedule the replacement of the mattress I understand this has been a frustrating issue to deal with as it is far outside of the happenings of a delivery for MXD Group for us to be sent the wrong mattress I do hope you understand that MXD Group is responsible for "final mile" delivery (delivery from our hub to your home) and we excel in this regard I appologize for any frustration regarding this situation as it appears it is finally being remedied.Please feel free to call our customer service phone number *** at any time if you have questions They will need your order number - *** You are more than welcome to reach out to me personally as wellPlease let me know if you have any further difficulties with this order and I will do everything possible to smoothen such difficulties.Highest regards,Dylan B***Direct: ###-###-####

We apologize for your negative experience with the MXD Group. We strive to provide excellent service and support. We see your delivery was made on 8/31/2015. We hope you are satisfied with your purchase and look forward to providing future service. We apologize for the delay
in response

I am rejecting this response because: This level of service is completely unacceptable for a delivery company. How can holding an item for 1-1/months be justified?

Ms ***-We apologize for the experience you have had with MXD Please be assured that we strive to provide excellent customer service and support I have been able to confirm that your delivery will be made 12/and that the delivery hub will call you the day before to give you a time
frame for the delivery

Complaint: ***
I am rejecting this response because: That is an order I placed on Saturday, while I am trying to receive refund for the one that got destroyed by MDXThis was an easier way to get this situation resolved.As of today, there was no replacement made for the broken item, only the item ordered on SaturdayThis is even after talking with *** ***At this point I do not know who is worse, *** *** or MDX
Regards,
*** ***