MXD Group, Inc.

Please see attached receipt and my July-Aug phone bill as documented proof of my order and of my calling MXG Group several times about the situation.  Their numbers are as follows: [redacted] ###-###-#### [redacted] ###-###-####[redacted]

Hello-This claim has been settled as Ms. [redacted] has signed a release form and a check is being sent to her

Hello-The reason we were unable to pull up the order was because the order was in the name of [redacted] and not [redacted].  The delivery receipt clearly shows that Ms. [redacted] signed for 2 pieces on 1/18, the recliner and sofa.  I have attached the POD for you to view.  When I spoke to the delivery agent, they told me Ms. [redacted] called in a few days later after the delivery to report she had not received the recliner.  Please view the attached proof of delivery.

Hello-Your delivery arrived today 12/21 at the Grand Rapids hub.  I apologize for the delay in response time.  It looks like your delivery has been scheduled for 1/4/18.  We strive to provide excellent customer service and support and apologize for any inconvenience you have...

experienced.Thank you

We apologize for the experience.  We strive to provide excellent customer service and support.  We see your delivery was completed on 10/22/16.  We hope you are satisfied with your purchase and look forward to providing future service.  We apologize for the delay in response.

Hello-First let me apologize for the inconvenience you have experienced with this delivery.  We strive to provide excellent service and support.  I have personally contacted the delivery agent regarding this delivery issue.  They are to contact you today.  The person I spoke...

with was [redacted] and her number is ###-###-####.  I would like to send you a $100.00 Visa gift card for the trouble you have gone through which will be sent Fed Ex tomorrow. Thank youMXD

We apologize for your negative experience with the MXD group.  We strive to provide excellent customer service and support.  We hope you are satisfied with your purchase and look forward to providing future service.  We apologize for the delay in response.

Thank you for making me aware of this matter.  I have discussed this situation with a few of the individuals you were working with including Darlene.  I left you a voice message and also provided you with my contact information.  I can assure you that MXD Group will look into this...

matter.  If the incorrect bed was shipped to you, I can assure you this was due to no fault of MXD Group.  MXD Group is the nation's largest freight forwarder specializing in white-glove delivery service.  If I can talk to you more about the situation, I would love to do so as it is extremely important that you experience great customer service.  Together, I hope that we can make this happen.Please see my contact information below and have a wonderful day.Highest regards,Dylan B[redacted]Claims and Compliance CoordinatorMXD Group

Hello-I have spoken with the Property Damage office here in New Albany.  The claim was sent to the insurance carrier on 1/12 after receiving photos from you on 12/29.  The timing may have been off a bit due to the holidays.  However, the insurance provider is under no obligation to...

speak to us at MXD because we are not the claimant.  Please continue to contact AIG.  At this point MXD would be unable to interfere in the review process without prejudicing the rights of the insurer and the insured party.

I did receive my item on Aug 27 and was happy about that, but I had to meet them at the main gate to pick up the freezer because they could not get on the military base and was not happy about that. I believe someone needs to be informed and trained on proper procedures so this does not happen in the future for others and myself.
I reviewed the response made by the business in reference to complaint ID 11641292, and find the resolution is satisfactory to me.
Regards,  [redacted]

We apologize for your experience with the MXD Group.  We strive to provide excellent customer service and support.  I see your order was delivered on 9/13 and hope the delivery went well.  As far as getting your money back for the delivery, this would have to go through your place of...

purchase as MXD does not handle money transactions at all.

We apologize for the experience you had with the MXD Group.  We strive to provide excellent customer service and support.  We see your delivery was completed on 11/11/16.  We hope you are satisfied with your purchase and look forward to providing future service.  As far as a...

refund on your delivery, that would need to go through your place of purchase as no money is exchanged through our company.

Hello- This has been sent to our property damage department as of 10/17/17

We apologize for your experience with MXD.  We strive to provide excellent customer service and support.  We see your delivery is being made today 11/14/16.  The reason for the delay in delivering the mattress after it was found during our dock search is that our drivers only go to [redacted] one time per month.  We hope you will be satisfied with your purchase and look forward to providing future service.  We apologize for the delay in response.

At this point I consider this resolved, but I would like MDX to be aware of its shipping issues and perhaps pay attention to the amount of items they destroy during shipping..

The time of year doesnt excuse your poor customer service. Many companies keep a full staff leading up to christmas to handle the increased business. Regardless of how upset I am, I realize asking you to remove statements from your website is unrealistic. Can you possibly provide me with a direct number to call to speak to someone at the MXD group facility in Elkridge, MD? That is where my current machine is and has been for over a week (tracking number [redacted]). I need it before Christmas because its a gift for someone.

Hello-We apologize for your experience.  We strive to provide excellent customer service and support.  After speaking with the delivery agent, I was told that the drivers were to have come back to your home to do placement and assembly of equipment.  However, that never happened....

 I am filing a formal complaint against the delivery agent.  As far as compensation goes, we do not handle money in this office.  You will need to go back to your place of purchase in order to be refunded the $249.00 for services that did not happen.  Thank you for your feedback so we may rectify the situation.

Hello-We apologize for your negative experience with MXD Group.  We strive to provide excellent customer service and support.  I see the delivery was made on 9/10.  Our scoping shows the merchandise was sent to our [redacted] crossdock and then onto our [redacted] location where it finally arrived in [redacted] on 9/6.  I hope that the delivery was made with no problems once it arrived.

First let me apologize for the poor customer service experience you went through.  I realize our hold times are long due to it being our peak season so I'm sorry for the delays you went through trying to reach us.  We do strive to provide excellent customer service and support and am so...

sorry we fell short of the mark.Thank you

Dear Miss
[redacted],
I do
apologize that you were not delighted by your experiences with MXD Group.
After the
first delivery attempt on 3-5-16, when the damage to your box springs was
discovered, the General Manager of our local delivery site, BJ, spoke with you
and made some special...

accommodations for you for the second delivery attempt.
BJ contacted
[redacted]/QVC himself and reordered the new bed for you. BJ took it personally upon
himself to make the reorder, when normally this would be handled by an
administrative associate. BJ also made special arrangements to deliver to you
on a Saturday and saved the first stop for you. Again, this is above and beyond
what our normal service entails. BJ also advised that he would have someone
personally check the new bed set on 3-12-16.
On 3-12-16
the moment that BJ was notified that MXD potentially sent out the incorrect bed
he took the following actions. He checked our warehouse and confirmed that the
incorrect bed was sent, loaded the correct bed himself and drove it to your
home to deliver it himself within 1 hour of discovering the issue. BJ
personally completed the delivery and apologized in person to you for the fact
that we had to have three attempts to deliver your new bed. Before leaving the
premises BJ asked if there was anything else that he could do for you. The
delivery paperwork was signed by yourself with no notation of any quality
imperfections or dissatisfaction.
Upon
returning to the delivery site after personally delivering your new bed, BJ spoke
with the Lead that he had assigned to check your merchandise. BJ has since put
corrective actions in place to ensure that something like this does not occur
out of his site going forward.
Again on
behalf of MXD, I apologize for the errors that were made that caused you to be
less than delighted with our service. I believe that MXD did what was
within our power to correct the errors that occurred. At the end of the second
delivery attempt BJ walked away thinking that he had made it right for you and
delivered delight.
In regards
to a refund, please contact your point of purchase. MXD is not permitted to
discuss financial information with our Clients or Customers.
Thank you,
Laci H[redacted]