We understand that the customer no longer
wishes to have the extended warranty and would like a refund for itIn order to receive a refund for the warranty, the customer will have to go to the store where this was purchased with the credit card used during the purchaseA store representative will then charge back the amount on the card instantly
Customer is scheduled for inspection by service technician on 9/8/All final determinations will be made afterwardsWe thank the customer for their patience during this time
We sincerely apologize for the issues the customer has experiencedIt is not our intention to exasperate an unpleasant situation and we look to resolve this as quickly as possible.Regarding Accent chair, that has been delivered as of 11/14.The damaged chair has been put on a service ticket and we
expect a technician to go out and make the proper repairs as soon as possible.We will compensate the customer once the issues have been resolvedOnce everything is resolved, the customer should contact me at ***@***.*** so that we can speak about compensation.We thank the customer for their continued patience
[To assist us in bringing this
matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the customer service is terrible The fact the store is not trying to correct this wrong is ridiculous I could have gotten severely injured from their mistakes The least they could do is make it right, after not allowing me to return the bed A refund that is equivalent to the months on having a bed with at least parts missing or in the wrong place is due
Regards,
*** ***
We are in the process of exchanging the defective merchandiseWe're awaiting the replacement furniture's arrivalOnce it comes in, we will schedule a delivery to exchange the damaged items with the new onesWe appreciate the customer's patience throughout this process
That's precisely the point; the corporation is different, hence the reasoning we gave initiallyWe sincerely apologize for any inconvenience, but as we are a different company, we cannot honor the agreement the previous ownership had with the customer
The corporate office has received the customer's complaint and informed the customer that they will reorder a replacement tableThe table is a special order item and will take 2-weeks to come inOnce it arrives at our warehouse, the corporate office will contact the customer to schedule a deliveryWe hope this resolves the issue to the customer's satisfaction
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the TV is very big and too heavy for me to lift and return to the store. The warehouse never asked me if I wanted to inspect it there, it was too big and heavy to unpack and repack in the warehouse. The item was picked up because the delivery fee was too costly for my budget. This TV stand was displayed at Marlo's without damages and I assumed my purchase would be the same. Marlo's is forcing me to pay a return to store expense for something that was way out of my control. I am unable to return the TV stand due to the reasons stated; however, I would like for Marlo's to compensate me in a refund for damages.
Regards,
*** ***
As of yesterday, 10/7, the customer was contacted and a message was left to initiate the repair processWe understand the customer's concerns regarding the repairsRepairs are done by factory-trained techsIf the repairs aren't to factory specs, we will replace
While we apologize for the service, we have been consistently in contact with this customer and have sent out a technician to review the furnitureThe customer can rest assured that we will service the furniture up to manufacturing specifications (and replace, if need be) so long as their one-year
manufacturing warranty is valid
We have just contacted the customer and will exchange the damaged items for new onesWe apologize for the prolonged delay and hope that this is a satisfactory resolutionShould the customers have any further complaints, they're welcome to contact either Salem or Lee Anne at ***
Customer's merchandise was special order; while most of the items have been delivered, we are expecting the remaining piece to arrive by the end of this weekWe certainly apologize for the prolonged delay and thank the customer for their continued patience
I will cancel the delivery fee and refund the $the customer paid for deliveryTo receive the discount, the customer must come into the store with the credit card used during the purchaseThe amount will be credited back directly to the cardWe hope this mitigates the issues regarding the time it's taken for the furniture arrive at our warehouse from the manufacturer
*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because: Store employee DID NOT give me *** statementThe whole document they gave me was sent to you before.I never got the *** statement. Regards,
*** **
Customer's complaint has been notedAs per our protocol, we repair furniture that's not immediately returned and bring it to manufacturing specificationsIf that's not possible, we exchangeHowever, we understand that the customer claims he received it like thisIn that case, we have notified
the general manager to see what we can doOnce we hear back, we'll contact the customer
The GBS warranty covers accidental damages that occur and are reported within days of their occurrenceSpecifically, these damages include stains, scratches or cutsThis warranty is active for five years after purchaseIf the customer does not use the warranty after five years, we can refund
for a store credit
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because *** has falsely stated that I communicated having a rashI was clear in communicating to the Corporate Manager that I did not have a rashIn fact, I explained that I had bed bug bites, with pictures to prove itI also received confirmation of this being the case from a certified doctorThat doctor's note was shared with Marlo's managementAdditionally, I had a professional inspector visit my home who confirmed that the furniture had many bed bugsWith regard to the timing of my complaint, I have already addressed the fact that the sales representative at the Laurel location gave me incorrect information with regard to the business hours of Marlo's customer service lineTherefore, Marlo's inaccurate statements prove to be mootI am a very unsatisfied customer who does not appreciate *** Furniture's poor customer service and extreme inability to resolve customer complaintsI believe I was quite fair in providing multiple resolutions to this matterHowever, *** Furniture has proven that it is a business who takes pride in it's poor reputationI will never do business with this horrible business again, and I will be sure to share my disgusting experience publiclyI plan to contact the local news station as well pursue other legal options to alert other consumers of the lousy manner in which *** Furniture does business
Regards,
*** ***
We understand that the customer no longer
wishes to have the extended warranty and would like a refund for itIn order to receive a refund for the warranty, the customer will have to go to the store where this was purchased with the credit card used during the purchaseA store representative will then charge back the amount on the card instantly
Customer is scheduled for inspection by service technician on 9/8/All final determinations will be made afterwardsWe thank the customer for their patience during this time
We sincerely apologize for the issues the customer has experiencedIt is not our intention to exasperate an unpleasant situation and we look to resolve this as quickly as possible.Regarding Accent chair, that has been delivered as of 11/14.The damaged chair has been put on a service ticket and we
expect a technician to go out and make the proper repairs as soon as possible.We will compensate the customer once the issues have been resolvedOnce everything is resolved, the customer should contact me at ***@***.*** so that we can speak about compensation.We thank the customer for their continued patience
[To assist us in bringing this
matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the customer service is terrible The fact the store is not trying to correct this wrong is ridiculous I could have gotten severely injured from their mistakes The least they could do is make it right, after not allowing me to return the bed A refund that is equivalent to the months on having a bed with at least parts missing or in the wrong place is due
Regards,
*** ***
We are in the process of exchanging the defective merchandiseWe're awaiting the replacement furniture's arrivalOnce it comes in, we will schedule a delivery to exchange the damaged items with the new onesWe appreciate the customer's patience throughout this process
That's precisely the point; the corporation is different, hence the reasoning we gave initiallyWe sincerely apologize for any inconvenience, but as we are a different company, we cannot honor the agreement the previous ownership had with the customer
The corporate office has received the customer's complaint and informed the customer that they will reorder a replacement tableThe table is a special order item and will take 2-weeks to come inOnce it arrives at our warehouse, the corporate office will contact the customer to schedule a deliveryWe hope this resolves the issue to the customer's satisfaction
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the TV is very big and too heavy for me to lift and return to the store. The warehouse never asked me if I wanted to inspect it there, it was too big and heavy to unpack and repack in the warehouse. The item was picked up because the delivery fee was too costly for my budget. This TV stand was displayed at Marlo's without damages and I assumed my purchase would be the same. Marlo's is forcing me to pay a return to store expense for something that was way out of my control. I am unable to return the TV stand due to the reasons stated; however, I would like for Marlo's to compensate me in a refund for damages.
Regards,
*** ***
We will look into this issue and contact the customer furtherWe thank the customer for their continued patience in the meantime
As of yesterday, 10/7, the customer was contacted and a message was left to initiate the repair processWe understand the customer's concerns regarding the repairsRepairs are done by factory-trained techsIf the repairs aren't to factory specs, we will replace
While we apologize for the service, we have been consistently in contact with this customer and have sent out a technician to review the furnitureThe customer can rest assured that we will service the furniture up to manufacturing specifications (and replace, if need be) so long as their one-year
manufacturing warranty is valid
We have just contacted the customer and will exchange the damaged items for new onesWe apologize for the prolonged delay and hope that this is a satisfactory resolutionShould the customers have any further complaints, they're welcome to contact either Salem or Lee Anne at ***
Customer's merchandise was special order; while most of the items have been delivered, we are expecting the remaining piece to arrive by the end of this weekWe certainly apologize for the prolonged delay and thank the customer for their continued patience
Customer purchased a floor-model mattressAll floor model items are sold "as is."
I will cancel the delivery fee and refund the $the customer paid for deliveryTo receive the discount, the customer must come into the store with the credit card used during the purchaseThe amount will be credited back directly to the cardWe hope this mitigates the issues regarding the time it's taken for the furniture arrive at our warehouse from the manufacturer
Customer is scheduled to receive a delivery of the merchandise on 10/
*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because: Store employee DID NOT give me *** statementThe whole document they gave me was sent to you before.I never got the *** statement. Regards,
*** **
Customer's complaint has been notedAs per our protocol, we repair furniture that's not immediately returned and bring it to manufacturing specificationsIf that's not possible, we exchangeHowever, we understand that the customer claims he received it like thisIn that case, we have notified
the general manager to see what we can doOnce we hear back, we'll contact the customer
The GBS warranty covers accidental damages that occur and are reported within days of their occurrenceSpecifically, these damages include stains, scratches or cutsThis warranty is active for five years after purchaseIf the customer does not use the warranty after five years, we can refund
for a store credit
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because *** has falsely stated that I communicated having a rashI was clear in communicating to the Corporate Manager that I did not have a rashIn fact, I explained that I had bed bug bites, with pictures to prove itI also received confirmation of this being the case from a certified doctorThat doctor's note was shared with Marlo's managementAdditionally, I had a professional inspector visit my home who confirmed that the furniture had many bed bugsWith regard to the timing of my complaint, I have already addressed the fact that the sales representative at the Laurel location gave me incorrect information with regard to the business hours of Marlo's customer service lineTherefore, Marlo's inaccurate statements prove to be mootI am a very unsatisfied customer who does not appreciate *** Furniture's poor customer service and extreme inability to resolve customer complaintsI believe I was quite fair in providing multiple resolutions to this matterHowever, *** Furniture has proven that it is a business who takes pride in it's poor reputationI will never do business with this horrible business again, and I will be sure to share my disgusting experience publiclyI plan to contact the local news station as well pursue other legal options to alert other consumers of the lousy manner in which *** Furniture does business
Regards,
*** ***