The customer's merchandise was inspected and the repairs were made with the cracksThis was before the manufacturing warranty expiredAs of February 2017, the manufacturing warranty has expired
[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: Casings are are only part of the problem As you can see from the original complaint to include pictures, the fabric is clearly pulling apart on many seams that are fixed to the sofa The coushons are only part of the defect.
Regards,
*** ***
[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: - Marlo sells furniture with "inherent issues"- Marlo is unable to guarantee that exchanged furniture will be damage-free so I will not agree to an exchange- My repeated attempts to resolve this issue has taken more than months- I don't wish to reselect new couches from MarloI am requesting a refund, in full, for both the sofa and loveseat They are available to be pickby Marlo immediately.
Regards,
*** ***
The customer made the deliberate choice of picking up the merchandise because they did not want to wait for the deliveryWhile we apologize about the ordeal, we did not force the customer to pick up the merchandiseConsequently, we will not be issuing any refundsIf the customer would like to
report any manufacturing damages, they must call the customer service number provided at ###-###-####
[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 as Answered]
Complaint: ***
I am rejecting
this response because:I just called the store and was told that the "safe" date for the merchandise to be in stock at the store is October 31stSo it does not seem like the store or we will receive the furniture by 10/
Regards,
*** ***
We understand that it's taken quite a while for the merchandise to come in - as we are also waiting on it to come to our warehouse from the manufacturerHowever, special order merchandise typically take up to eight weeks from the time they've been ordered to arriveWhile we make every effort to
expedite this process, there's only so much we can do until the manufacturer ships the merchandise to usWe thank the customer for their continued patience and we apologize for the delayThe furniture will arrive soon (scheduled to be delivered to our warehouse on 8/19) and once is does, we will certainly contact the customer to schedule a delivery to their homeShould the merchandise not come until September, we will offer a full refund
The customer's invoice is cancelledThe process takes 3-days to go back onto the cardI am confident that at this point the customer has received a refund
We apologize for any miscommunication that may have occurred during the purchaseThe customer's invoice shows no coffee table on the orderIt could very well be that the sales representative neglected to include that in the orderNonetheless, the customer was certainly not charged for the coffee
tableIf the customer is still interested in the coffee table, they're more than welcome to make a separate purchase
Unfortunately, I could not find the customer in the system based on the information providedHowever, if it has been years and the extended warranty was not used, then the customer does qualify for a refundThe customer can go to the store where the purchase was made in order to have the refund
processedTo ease the process, the customer should take the card used during the purchase with him
We sincerely apologize for the time it's taken for the customer to get the final piece of merchandiseThe final piece has taken longer than usual to arriveIf the customer wishes to cancel this particular piece that has not yet arrived, we will certainly refund them for itIf, however, they wish
to wait for it to arrive, we will deliver it free of chargeThe piece is scheduled to arrive around the 10th of September (if not sooner)Once it does arrive, we will deliver itWe also wish to give the customer a $gift card for their troubles
We sincerely apologize for the time it took for the merchandise to be deliveredUnfortunately, many of the items were backordered from the manufacturer after the purchase had been madeThankfully, we were able to deliver all of the merchandise on January
[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.]Thank you!
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 sincerely apologize for the delay in the part orderingWhile it was certainly not our intention to order the wrong part, we've corrected the error promptlyWe thank the customer for their continued patience as we work to resolve this matter for them
Part has arrived and customer picked it up todayWe will contact the customer to send the techout to install soonWe thank the customer for their continued patience
We sincerely apologize for the delayIt was not our intention to misinform the customer as to how long the furniture takes to arriveIn certain instances, the furniture takes longer than expectedWe have authorized a full refund for the customer
[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:in the bottom of the love seat they pulled of the desk cover and replaced it, but on the sofa they patched over the middle of the couch as the pictures I sent inThere are hole in the seating area under the pillows on the couch where the metal is coming through itI will not agree with what they are saying because I was sending pictures and they said they never got themAgain this couch should have lasted more then a couple of months for what it costedMarlo you are the worst of the worstI wrote on the paper the very day I received the set and I spoke to someone on the phone when they called to make sure no damage was done while bringing it into my houseSomething was wrong with it This furniture was dry riot from the warehouseIt look to me you will not honor the standard that Marlo had in the beginningHoles should not continue to come in the furniture that denotes that something is wrongYou could as lease have someone to come and see what you sold
Regards,
*** ***
We have sent technicians to inspect the merchandiseThe merchandise was serviced on various occasions - with the last service attempt being refused according to internal notes; if the customer is not satisfied with the service or wishes to contact Ahmad M*** or Kyla T*** they can email
them directly at [email protected]
To clarify, we're absolutely not refunding the GBS warrantyAs Rania and Cheryl explained to the customer (who was extremely rude), we only refund warranties if and only if the customer does not use the warranty within yearsUpon checking with GBS, the customer has been extensively using the GBS
warranty and is in fact scheduled to receive services from one of their technicians within the coming monthTherefore, the customer does not meet the conditions for a refund of the warranty
The customer's merchandise was inspected and the repairs were made with the cracksThis was before the manufacturing warranty expiredAs of February 2017, the manufacturing warranty has expired
[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: Casings are are only part of the problem As you can see from the original complaint to include pictures, the fabric is clearly pulling apart on many seams that are fixed to the sofa The coushons are only part of the defect.
Regards,
*** ***
[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: - Marlo sells furniture with "inherent issues"- Marlo is unable to guarantee that exchanged furniture will be damage-free so I will not agree to an exchange- My repeated attempts to resolve this issue has taken more than months- I don't wish to reselect new couches from MarloI am requesting a refund, in full, for both the sofa and loveseat They are available to be pickby Marlo immediately.
Regards,
*** ***
The customer made the deliberate choice of picking up the merchandise because they did not want to wait for the deliveryWhile we apologize about the ordeal, we did not force the customer to pick up the merchandiseConsequently, we will not be issuing any refundsIf the customer would like to
report any manufacturing damages, they must call the customer service number provided at ###-###-####
[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 as Answered]
Complaint: ***
I am rejecting
this response because:I just called the store and was told that the "safe" date for the merchandise to be in stock at the store is October 31stSo it does not seem like the store or we will receive the furniture by 10/
Regards,
*** ***
We understand that it's taken quite a while for the merchandise to come in - as we are also waiting on it to come to our warehouse from the manufacturerHowever, special order merchandise typically take up to eight weeks from the time they've been ordered to arriveWhile we make every effort to
expedite this process, there's only so much we can do until the manufacturer ships the merchandise to usWe thank the customer for their continued patience and we apologize for the delayThe furniture will arrive soon (scheduled to be delivered to our warehouse on 8/19) and once is does, we will certainly contact the customer to schedule a delivery to their homeShould the merchandise not come until September, we will offer a full refund
The customer's invoice is cancelledThe process takes 3-days to go back onto the cardI am confident that at this point the customer has received a refund
We apologize for any miscommunication that may have occurred during the purchaseThe customer's invoice shows no coffee table on the orderIt could very well be that the sales representative neglected to include that in the orderNonetheless, the customer was certainly not charged for the coffee
tableIf the customer is still interested in the coffee table, they're more than welcome to make a separate purchase
Unfortunately, I could not find the customer in the system based on the information providedHowever, if it has been years and the extended warranty was not used, then the customer does qualify for a refundThe customer can go to the store where the purchase was made in order to have the refund
processedTo ease the process, the customer should take the card used during the purchase with him
We sincerely apologize for the time it's taken for the customer to get the final piece of merchandiseThe final piece has taken longer than usual to arriveIf the customer wishes to cancel this particular piece that has not yet arrived, we will certainly refund them for itIf, however, they wish
to wait for it to arrive, we will deliver it free of chargeThe piece is scheduled to arrive around the 10th of September (if not sooner)Once it does arrive, we will deliver itWe also wish to give the customer a $gift card for their troubles
We sincerely apologize for the time it took for the merchandise to be deliveredUnfortunately, many of the items were backordered from the manufacturer after the purchase had been madeThankfully, we were able to deliver all of the merchandise on January
[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.]Thank you!
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 sincerely apologize for the delay in the part orderingWhile it was certainly not our intention to order the wrong part, we've corrected the error promptlyWe thank the customer for their continued patience as we work to resolve this matter for them
Part has arrived and customer picked it up todayWe will contact the customer to send the techout to install soonWe thank the customer for their continued patience
We're aware the bed needs parts; the service department is currently looking to get parts for the bed and have someone install them
We sincerely apologize for the delayIt was not our intention to misinform the customer as to how long the furniture takes to arriveIn certain instances, the furniture takes longer than expectedWe have authorized a full refund for the customer
*** ***'s furniture has been scheduled to be delivered to his home on 10/We thank him for his continued patience throughout this process
[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:in the bottom of the love seat they pulled of the desk cover and replaced it, but on the sofa they patched over the middle of the couch as the pictures I sent inThere are hole in the seating area under the pillows on the couch where the metal is coming through itI will not agree with what they are saying because I was sending pictures and they said they never got themAgain this couch should have lasted more then a couple of months for what it costedMarlo you are the worst of the worstI wrote on the paper the very day I received the set and I spoke to someone on the phone when they called to make sure no damage was done while bringing it into my houseSomething was wrong with it This furniture was dry riot from the warehouseIt look to me you will not honor the standard that Marlo had in the beginningHoles should not continue to come in the furniture that denotes that something is wrongYou could as lease have someone to come and see what you sold
Regards,
*** ***
We have sent technicians to inspect the merchandiseThe merchandise was serviced on various occasions - with the last service attempt being refused according to internal notes; if the customer is not satisfied with the service or wishes to contact Ahmad M*** or Kyla T*** they can email
them directly at [email protected]
To clarify, we're absolutely not refunding the GBS warrantyAs Rania and Cheryl explained to the customer (who was extremely rude), we only refund warranties if and only if the customer does not use the warranty within yearsUpon checking with GBS, the customer has been extensively using the GBS
warranty and is in fact scheduled to receive services from one of their technicians within the coming monthTherefore, the customer does not meet the conditions for a refund of the warranty