MXD Group, Inc.

We apologize for the experience you have had in trying to get your merchandise delivered. We strive to provide excellent customer service and support. We see your delivery took place 11/11/17. We hope you are satisfied with your purchase and look forward to providing future
service

Thank you for reaching out to MXD Group with your concerns regarding this delivery We have received all of the photos you submitted along with claim form I am still working directly with our delivery hub were the carrier operates out of to provide more light to this situation It
is a major focus of MXD Group to ensure that every delivery happens damage free It appears that damage was caused during your delivery but there is a discrepancy about the paperwork submitted by the delivery team Please see the document attached Again, I am still investigating this heavily and I will be reaching out to you within the next hours via phone Please see my contact information so we can further discuss over the phone how MXD Group will bring this complaint to closure Highest regards,Dylan B***Claims and Compliance Coordinator

I am rejecting this response because:
To Whom it May Concern/Bruce:This is *** *** *** Thank you for sending a picture of my father's signature It is very easy to be behind a computer and pull up a document and insinuate that I am a liar and a thief Did you even attempt to call the StLouis branch or JcPenny to get to the bottom of this? I doubt it, because if you had, I would be getting a different response from you My father questioned the delivery men as to where the recliner was They told him they did not know, and my dad said he wanted it noted that only the couch was delivered After that took place, he signed the screen When we got no where with your company, I called JcPenny They called the MXD StLouis Branch, which could never once return one of my phone calls JcPenny was told that it showed only one item had been delivered After hearing my frustrations with your group and understanding that I will not pay for a product that your company never delivered me, they sent a new recliner When I talked to JcPenny today, they called MXD group and were told the recliner should be arriving at YOUR warehouse next week So thank you for nothing Apparently, JcPenny is the only company who cares about customer satisfaction and has integrity I now understand after dealing with your corporate office why the StLouis branch acted the way that they did A corporation that has deplorable leadership will produce similar branchesThat being said, I would never recommend your company to anyone JcPenny is taking care of our case from here on out
*** and *** ***

I reviewed the response made by the business in reference to complaint ID *** The original purchaser has already been contacted and I have already received my refund
Regards,
*** ***

Miss ***,I do apologize for the inconveniences that you experienced during this delivery experienceIt is our mission to delight every customer and I regret that we did not delight you. In reviewing your order our delivery team did arrive within your given 2-hour time window, which was
confirmed with you the day prior to your scheduled deliveryThey also waited at the home for minutes before departing in order to service the other customers on their route for that day. In regards to a refund, please contact your point of purchase; for they will be the party involved with respect to
any monetary request
Thank you for your inquiry

Hello-After having a dock search conducted the mattress that was picked up was not found. It has been concluded that the mattress being returned was destroyed instead of being returned. Your place of purchase will need to file a claim against MXD so you may get your refund. I
apologize for the confusion on this order and for any hardship you have experienced

*** ***,As of today, I can confirm that *** *** issued your item to be replaced and it is currently being setup for load planning and shippment I am not sure of the expected time for delivery to your residence, but I can assure you that it looks like a replacement is being shipped
If you have any further questions or need additional assistance, please email ***@mxdgroup.com and a customer service representative handling the *** *** account will be able to assist you If you would like to further discuss the matter with me personally, I am always available and will do everything within my means to ensure your customer experience is a good one.Highest regards,*** ***Claims and Compliance CoordinatorMXD GroupDirect: ###-###-#### Fax: ###-###-####Email: ***@MXDGroup.com

Hello Mrs***, I apologize for your far less then delightful experienceThe time that you have been waiting on your claim is not acceptableI would like to help speed up the process if you could provide us with your order numberI cannot currently locate your order in our systemThanks,
Oliver M*** - Intern

I was traveling home from MA all day on Monday and my phone was offI attempted to contact you yesterday and have not heard backPlease contact me today or I am done with thisHonestly, this has been such a headache and I am tired of it!

I apologize for the lack of customer service on behalf of the MXD group. This is not the way we conduct business and I am truly sorry for all of the frustrations you have experienced with your delivery. I do not foresee any issues with getting your other merchandise delivered.Thank you

I will contact the delivery agent to make sure this is taken care of on January 28th I don't know what went wrong on the 21st as the driver is telling us he was there I do apologize for all the confusion on this order but will make every attempt to make sure this goes smoothly on January 28th

I am rejecting this response because: we have called and left a number of
messagesWith the saint Louis warehouse and talked to customer service in reguards to the issueThe lady hung up on me and said track my product onlineWell it still says delivered and I'm not sitting in my chair Our address is *** *** *** ** *** ** ***Your company was there with a couchIf you could take time to answer phones when jcpeeny calls or we do then we would not be in thisBut after hearing for a few hours now a recording telling us our time is important over and over when we call it's to a point that you should try a but harder or get better process in place to resolve issues
Regards,
*** ***

First let me apologize for the frustration you have experienced with this delivery. Let me provide you with the name of the delivery agent that will be delivering to you. They will be the ones who will schedule your delivery. The agent is called *** Moving Systems and they can be
reached at ###-###-####We strive to provide excellent customer service and support so again I apologize for your experience. Thank you

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

I am rejecting this response because:
Since Filing this complaint you were scheduled to pick up again on 1-21-You once again failed to pick up this itemI received a call from customer service at approximately 10:20am stating that the driver would be there in 1hr 20minYou customer service representative did not even know if this was for a pick up, delivery or bothShe asked which one it was forThe driver called at 12:04pm stating that he would be there in min, driver then called back at 12:26pm stating that he was thereI told the driver that the person I had meeting him was on the way and would be there in minThe driver stated to me that the gate guards were telling him that someone needed to be there now to meet himI told driver to go to the parking lot before the gate and my person would be there in 5min and if he wasn't to call me backMy person meeting for the pick up arrived at 12:30pm well within the min I told your driverYour driver was no where to be foundI tried calling your driver back times and he would not answer the phoneI then called customer service, they called the driver and he answered them and told them that he waited in the parking lot and no one showed up and the gate guards made him leaveWellYour driver is lyingFirst of all my person arrived well within the five min I told him, second there are no gate guards at the parking lotYour driver did not wait the min that you said in your reply to this complaint he was supposed to waitWe are know scheduled for our 6th pick up attempt for this orderThis is absolutely 100% unacceptable Note: All times referenced are in CST
Regards,
*** ***

Hi Sir,It is about destroying the items during shipping not once, but twice! I ordered these items in July, which I paid for thenIt is not OK to get the items destroyed during shipping and then telling me that MDX will take care of the replacement while they are doing nothingThen I have to spend hours on the phone with *** to get this sorted out

I apologize for the frustration you have encountered with your delivery. It looks like we were waiting for your sofa to arrive before we scheduled your delivery. Your place of purchase does not allow partial deliveries. Please reach out to your place of purchase to get a partial
delivery approved

I have sent the requested photos and I am still waiting for something to happen hereIt has been three weeks since I was delivered the incorrect mattress and now I am getting frustratedThis is insaneHonestly, no one cares if this matter is resolved in a timely mannerDoesn't matter to anyone involved because they aren't waiting on anythingI suffer from severe neck pain and I want my mattress already or I will simply buy one locally!

Hello-I apologize for the frustrations you have gone through regarding this order. I asked that the delivery agent do a dock search for the merchandise. After doing a dock search, your merchandise was not found on dock. Please contact your place of purchase to reorder the
sofa. You will also need to contact your place of purchase for a refund or any compensation. We strive to provide excellent customer service for our customers so again I apologize for the merchandise being lost in transit

The issue is unresponsiveness from MXD GroupI spent hours out of my workday daily, trying to get a hold of someone for answersWest Elm said my order was complete and ready for shipmentAll that was needed was a return phone call within the business hours MXD promises, email, or pick up the phone. I have other pieces of furniture that MXD is supposed deliver and I’m asking for reassurance that will be handled timely and appropriatelySupposedly our sofa is now with your warehouseCould we schedule that delivery so that we have something to sit on?Appreciate your attention to this