[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: We respect your apology and quick reply to our complaint. However, we did not buy repaired items of furniture, we purchased new and in good faith expect new. We purchased the items on May 25, (day ago) and the matter is still unresolved. We very much want this matter to be over with so we can enjoy our new furniture. In your reply to the Revdex.com, you state, "If these repairs are not done to the customer's satisfaction, the service department will replace with new items." It is not to our satisfaction to have repaired furniture. We ask that the items (Sofa, Loveseat and both End Tables) be replaced with new. That items be replaced quickly and that any cost associated with the replacement be waived at no cost to us. Thank you
Regards,
*** ***
Unfortunately, a technician's report showed that the damage was not a manufacturing defectTherefore, we cannot replace the furniture under the manufacturing guidelines
The peeling reported by *** *** is being reviewed by the factoryTo have this issue within a few months of having the merchandise is alarmingWe are awaiting a response from the factory to determine if this is a manufacturer's defect or if the customer may have caused this
The customer has returned the chest; if there are existing issues, the customer is more than welcome to contact our service department so that we can send a technician out to address the issuesWe do apologize for any other inconveniences that the customer may have had during this processHowever,
the unwanted merchandise was canceled and refundedThe remaining merchandise can be repaired should there be any manufacturing defects with itIf repairs are not possible, we will replace any defective merchandise
[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: I received a mumbled phone call on 8/14/from someone representing the store stating that the part had been in the store and I could come and pick it up after I filed this complaint when I had had enough and you contacted the company. No apologies for not getting back to me nor contacting me, nor responding to my emails. Since I have been down this road before and went into the store and picked up the part which they said came from a manufacturer and clearly it had not and I told them while in the store that the part they were giving me would not fit and I was asked to try it and see. I wiling took the part home (It was damaged and did not fit). I then had to take the damaged part back to the store. I was willing when I told them 30minutes after delivery that they had a part still in the truck and I would drive to pick it up and they never responded. I was willing and did wait when they told me the part had to come from oversees and would take 6-weeks before it got to the US. I was willing to pick up another part on 7/and 7/and as stated when I called several times, sent a email and NO one bothered to respond. Trust is now broken and I am NO longer willing! Since I no longer trust them I will NOT ever be stepping foot in Marlow Furniture and do NOT ever want to do business with them again. I also feel like I was a victim of FRAUD since I opened a Marlow Furniture store account, I went into a Marlow Furniture store and my bed was delivered by Regency Furniture. I was never told once that Marlow Furniture was now Regency Furniture which is a store I have never shopped in nor will I ever shop in since this is how they treat customers. I feel Marlow Furniture should be taught a lesson and exposed for deceiving a customer and not doing business in the proper manner after they made mistake. This has been going on since march 2015, way too long and way too many stories for me to ever trust them again.I am still requesting a discount of $on the bed for the damaged headboard (cost of the headboard was ($199.99) and $which I paid for delivery and set up.Thanking you in advance!Regards,
*** ***
Upon sending an independent technician to inspect and service the bed, the technician found that the movement itself is not a bed frame issue but is caused by the box springs
We have been seeking to actively work with this customer and to resolve their concernsUnfortunately, there has been some delay in response due to the holiday seasonHowever,we expect the customer's issues to be fully resolved as soon as possible
The table is not reported as damaged; therefore, we opted not to exchange or repair itWe immediately exchanged the cuddler, however, once we found that that was damaged (because the customer notified us of the damages very shortly after delivery)
Complaint: ***
I am rejecting this response because: I don't need refund since GBS has agreed to fix our issuesMy complaint is against the employees at Marlo who are not equipped to handle difficult situations and instead chooses to be combative and unprofessional with their handling of such situations. Regards,
*** ***
As we stated before, we're obligated to repair anything that's a manufacturing defectHowever, the damage pertaining to the mirror is not a manufacturing defect and was damaged by the customer upon handlingWe cannot be responsible for that damage
We're currently in the process of working with the customer on this as well as other issues pertaining to the furnitureWe thank the customer for their patience while we look over this case and work to resolve the issues they've highlighted
We're aware of the damages; the furniture has been reported and we're taking the proper steps to address and resolve the issues with the customerWe appreciate the customer's patience
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Upon review of the complaint, we have found that the merchandise is correctIf the customer is adament that this is the wrong piece then the should contact me at *** (please include invoice number in message title with ATTN marked to Salem)If possible, the customer should
send pictures of the damaged merchandise so that we can better as the issues
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
We have called the customer and discussed an exchange of the defective fireplace with himWe will place the new one on order and once it arrives we will deliver it to the customerWe thank the customer for his patience throughout this process
The reason the customer has to pay for a redelivery fee should they choose new merchandise is because the merchandise was not deemed to be damagedTherefore, this reselection prompts new delivery fees
We are indeed continuously working with the customer to mitigate the issues they're having with the furnitureThe
process is not, of course, instantaneous, nor did we indicate that it would beRather, we ordered replacement parts and furniture for the customer in a timely mannerThe customer's replacement loveseat has been scheduled for a redelivery for 12/20. With regards to compensating the customer, we have no problem discussing compensation once the issues with the furniture have been addressed 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: We respect your apology and quick reply to our complaint. However, we did not buy repaired items of furniture, we purchased new and in good faith expect new. We purchased the items on May 25, (day ago) and the matter is still unresolved. We very much want this matter to be over with so we can enjoy our new furniture. In your reply to the Revdex.com, you state, "If these repairs are not done to the customer's satisfaction, the service department will replace with new items." It is not to our satisfaction to have repaired furniture. We ask that the items (Sofa, Loveseat and both End Tables) be replaced with new. That items be replaced quickly and that any cost associated with the replacement be waived at no cost to us. Thank you
Regards,
*** ***
Unfortunately, a technician's report showed that the damage was not a manufacturing defectTherefore, we cannot replace the furniture under the manufacturing guidelines
The peeling reported by *** *** is being reviewed by the factoryTo have this issue within a few months of having the merchandise is alarmingWe are awaiting a response from the factory to determine if this is a manufacturer's defect or if the customer may have caused this
The customer has returned the chest; if there are existing issues, the customer is more than welcome to contact our service department so that we can send a technician out to address the issuesWe do apologize for any other inconveniences that the customer may have had during this processHowever,
the unwanted merchandise was canceled and refundedThe remaining merchandise can be repaired should there be any manufacturing defects with itIf repairs are not possible, we will replace any defective merchandise
[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: I received a mumbled phone call on 8/14/from someone representing the store stating that the part had been in the store and I could come and pick it up after I filed this complaint when I had had enough and you contacted the company. No apologies for not getting back to me nor contacting me, nor responding to my emails. Since I have been down this road before and went into the store and picked up the part which they said came from a manufacturer and clearly it had not and I told them while in the store that the part they were giving me would not fit and I was asked to try it and see. I wiling took the part home (It was damaged and did not fit). I then had to take the damaged part back to the store. I was willing when I told them 30minutes after delivery that they had a part still in the truck and I would drive to pick it up and they never responded. I was willing and did wait when they told me the part had to come from oversees and would take 6-weeks before it got to the US. I was willing to pick up another part on 7/and 7/and as stated when I called several times, sent a email and NO one bothered to respond. Trust is now broken and I am NO longer willing! Since I no longer trust them I will NOT ever be stepping foot in Marlow Furniture and do NOT ever want to do business with them again. I also feel like I was a victim of FRAUD since I opened a Marlow Furniture store account, I went into a Marlow Furniture store and my bed was delivered by Regency Furniture. I was never told once that Marlow Furniture was now Regency Furniture which is a store I have never shopped in nor will I ever shop in since this is how they treat customers. I feel Marlow Furniture should be taught a lesson and exposed for deceiving a customer and not doing business in the proper manner after they made mistake. This has been going on since march 2015, way too long and way too many stories for me to ever trust them again.I am still requesting a discount of $on the bed for the damaged headboard (cost of the headboard was ($199.99) and $which I paid for delivery and set up.Thanking you in advance!Regards,
*** ***
Upon sending an independent technician to inspect and service the bed, the technician found that the movement itself is not a bed frame issue but is caused by the box springs
We have been seeking to actively work with this customer and to resolve their concernsUnfortunately, there has been some delay in response due to the holiday seasonHowever,we expect the customer's issues to be fully resolved as soon as possible
The table is not reported as damaged; therefore, we opted not to exchange or repair itWe immediately exchanged the cuddler, however, once we found that that was damaged (because the customer notified us of the damages very shortly after delivery)
Complaint: ***
I am rejecting this response because: I don't need refund since GBS has agreed to fix our issuesMy complaint is against the employees at Marlo who are not equipped to handle difficult situations and instead chooses to be combative and unprofessional with their handling of such situations. Regards,
*** ***
As we stated before, we're obligated to repair anything that's a manufacturing defectHowever, the damage pertaining to the mirror is not a manufacturing defect and was damaged by the customer upon handlingWe cannot be responsible for that damage
We're currently in the process of working with the customer on this as well as other issues pertaining to the furnitureWe thank the customer for their patience while we look over this case and work to resolve the issues they've highlighted
We're aware of the damages; the furniture has been reported and we're taking the proper steps to address and resolve the issues with the customerWe appreciate the customer's patience
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Upon review of the complaint, we have found that the merchandise is correctIf the customer is adament that this is the wrong piece then the should contact me at *** (please include invoice number in message title with ATTN marked to Salem)If possible, the customer should
s the issues
send pictures of the damaged merchandise so that we can better a
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
We have called the customer and discussed an exchange of the defective fireplace with himWe will place the new one on order and once it arrives we will deliver it to the customerWe thank the customer for his patience throughout this process
The reason the customer has to pay for a redelivery fee should they choose new merchandise is because the merchandise was not deemed to be damagedTherefore, this reselection prompts new delivery fees
We are indeed continuously working with the customer to mitigate the issues they're having with the furnitureThe
process is not, of course, instantaneous, nor did we indicate that it would beRather, we ordered replacement parts and furniture for the customer in a timely mannerThe customer's replacement loveseat has been scheduled for a redelivery for 12/20. With regards to compensating the customer, we have no problem discussing compensation once the issues with the furniture have been addressed to the customer's satisfaction
Customer's parts have arrivedWe've called the customer and informed them that they're ready
We can exchange the loveseat/sofa; however, we will service the tables, per customer service manager