As we have explained to the customer, upon his purchase he was given a copy of the finance contractThe contract specified the interest ratesFurthermore, any promotion we had would have explicitly stated the terms of the interest feesGiven these facts, we will absolutely not pay the customer's
interest rates on their furniture
We sincerely apologize for the delayed merchandiseUnfortunately, some of the items were on back order from the manufacturer and therefore have taken longer to arrive than expectedThe customer can reselect if they choose or receive a refund with no cancellation feesIf the customer chooses
either, they have to go to the store in person to have them process the new purchase and/or cancellation
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
[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 have contacted customer service in numerous occasions to address my concerns but to no availWhich is why I have resorted to contacting the Revdex.com. I'm willing to address this concern, providing that the company provides me a direct point of contact with authority to bring this issue to resolutionI would like to have my table replaced so that I can move on from this
Regards,
*** ***
At this point, we're willing to pick up the furniture and provide the customer with a full refundIf the customer would like, he can contact us and we'll promptly cancel the invoice and pick up the rest of the 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 as Answered]
Complaint: ***
I am rejecting this response because:I can't accept a resolution until my furniture is actually deliveredMy original complaint is not resolved.The manager who said they were going to call on Saturday with a solution did not call backThe promised delivery date of July was not met either.Regards,
*** ***
[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.
Marlo has done as stated and all items have been exchanged for new un-damaged items I am satisfied with the results and this case is closed
Regards,
Scott Larson
The customer has been sent a service technician for the scratchesWe understand that this wasn't satisfactory but we also had to order a drawer which will be installed by a service tech who will service the scratches as well
I'd like to apologize for the tone of Kyla as well as the Service Manager as well as the indefensible time it took to call the customer backMy understanding is the following:- Customers are supposed to inspect the merchandise before signing that they are in "good condition" and driving
home. - Customers who do find damage, are allowed to return the merchandiseIn this case, because it was a pick up and not a delivery, the customer must return the item to the warehouse in order to have it inspected/repaired/exchangedIf the customer absolutely cannot return it to the warehouse, the customer can pay a pickup fee so that we can inspect/repair/exchange.The customer has refused to do thisAgain, we'll happily look into the matter if the customer decides to bring this to the warehouse/pay for a pickup, as per protocol
I just contacted the customer and scheduled a day to exchange the damaged merchandise with new piecesWe apologize for the delay and thank the customer for her patienceWe hope this exchange satisfies the existing issues
Unfortunately, we cannot cancel the merchandise as the sale was finalWe understand that the customer had an issue with the furniture and tried to accommodate by repairing and offering an exchange for a brand new setThe customer has refused despite our efforts to address the issue
[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: the technician that was sent to my house determined that it was not wear and tear. No one has contacted me to explain why the technician told me someone would come to fix the cushions but the notes has something different. Nor, has the technician contacted me to explain the difference in the explanations. I believe that the service department convinced the technician to change his notes because Marlo's is all about getting customer's funds and not providing great customer service unless the sofa fell apart in a few days. The pictures do not represent the true condition and that was the reason the technician was sent to my houseEvery defect can not be determined from a picture
Regards,
*** ***
We informed the customer that we will repair one of the damages he reported by sending a technicianThe other was not reported until over hours after the deliveryWe cannot confirm whether or not that second damage was a manufacturing defect or the cause of an accident in the customer's home
Therefore, we denied the second claimThe customer proceeded to verbally abuse our representatives once we informed him that we'll only repair the first damage and not the second
Upon conducting a second review, we have decided to replace the chestWe called the customer and left a message regarding the exchangeThe customer can call us during business hours at ###-###-#### to schedule an exchange for the brand new chestWe hope this satisfactorily resolves the customer's
concerns
We apologize for the damaged the customer receivedWe're also sorry for the delayed response time; the service department attempts to repair the merchandise back to manufacturing specificationsIf these repairs are not done to the customer's satisfaction, the service department will replace with
new items
As we have explained to the customer, upon his purchase he was given a copy of the finance contractThe contract specified the interest ratesFurthermore, any promotion we had would have explicitly stated the terms of the interest feesGiven these facts, we will absolutely not pay the customer's
interest rates on their furniture
We did not find any damage of the merchandise upon inspectionThis issue has been considered one of customer perception
We sincerely apologize for the delayed merchandiseUnfortunately, some of the items were on back order from the manufacturer and therefore have taken longer to arrive than expectedThe customer can reselect if they choose or receive a refund with no cancellation feesIf the customer chooses
either, they have to go to the store in person to have them process the new purchase and/or cancellation
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
[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 have contacted customer service in numerous occasions to address my concerns but to no availWhich is why I have resorted to contacting the Revdex.com. I'm willing to address this concern, providing that the company provides me a direct point of contact with authority to bring this issue to resolutionI would like to have my table replaced so that I can move on from this
Regards,
*** ***
At this point, we're willing to pick up the furniture and provide the customer with a full refundIf the customer would like, he can contact us and we'll promptly cancel the invoice and pick up the rest of the merchandise
We have ordered parts for the damaged bed and will make repairs once the parts arrive
[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 can't accept a resolution until my furniture is actually deliveredMy original complaint is not resolved.The manager who said they were going to call on Saturday with a solution did not call backThe promised delivery date of July was not met either.Regards,
*** ***
[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.
Marlo has done as stated and all items have been exchanged for new un-damaged items I am satisfied with the results and this case is closed
Regards,
Scott Larson
Upon review, we've determined that the damage the customer is reporting is pilling - which is not covered either under the manufacturing warranty
The customer has been sent a service technician for the scratchesWe understand that this wasn't satisfactory but we also had to order a drawer which will be installed by a service tech who will service the scratches as well
I'd like to apologize for the tone of Kyla as well as the Service Manager as well as the indefensible time it took to call the customer backMy understanding is the following:- Customers are supposed to inspect the merchandise before signing that they are in "good condition" and driving
home. - Customers who do find damage, are allowed to return the merchandiseIn this case, because it was a pick up and not a delivery, the customer must return the item to the warehouse in order to have it inspected/repaired/exchangedIf the customer absolutely cannot return it to the warehouse, the customer can pay a pickup fee so that we can inspect/repair/exchange.The customer has refused to do thisAgain, we'll happily look into the matter if the customer decides to bring this to the warehouse/pay for a pickup, as per protocol
I just contacted the customer and scheduled a day to exchange the damaged merchandise with new piecesWe apologize for the delay and thank the customer for her patienceWe hope this exchange satisfies the existing issues
Customer is scheduled for service techservices on 9/8/
Unfortunately, we cannot cancel the merchandise as the sale was finalWe understand that the customer had an issue with the furniture and tried to accommodate by repairing and offering an exchange for a brand new setThe customer has refused despite our efforts to address the issue
[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: the technician that was sent to my house determined that it was not wear and tear. No one has contacted me to explain why the technician told me someone would come to fix the cushions but the notes has something different. Nor, has the technician contacted me to explain the difference in the explanations. I believe that the service department convinced the technician to change his notes because Marlo's is all about getting customer's funds and not providing great customer service unless the sofa fell apart in a few days. The pictures do not represent the true condition and that was the reason the technician was sent to my houseEvery defect can not be determined from a picture
Regards,
*** ***
We informed the customer that we will repair one of the damages he reported by sending a technicianThe other was not reported until over hours after the deliveryWe cannot confirm whether or not that second damage was a manufacturing defect or the cause of an accident in the customer's home
Therefore, we denied the second claimThe customer proceeded to verbally abuse our representatives once we informed him that we'll only repair the first damage and not the second
Upon conducting a second review, we have decided to replace the chestWe called the customer and left a message regarding the exchangeThe customer can call us during business hours at ###-###-#### to schedule an exchange for the brand new chestWe hope this satisfactorily resolves the customer's
concerns
We apologize for the damaged the customer receivedWe're also sorry for the delayed response time; the service department attempts to repair the merchandise back to manufacturing specificationsIf these repairs are not done to the customer's satisfaction, the service department will replace with
new items
The customer did indeed receive a free deliveryThe additional $is the sales tax