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
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
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
[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: Because Marlo refuses refund me my $300- for a table I never requested
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.
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 as Answered]
Complaint: ***
I am rejecting this response because: the box springs are part of the total purchase and if there is a defect and under warranty, I'm not understanding why something cannot be done. It is not clear to me why a company such as Marlos is giving us a hard time if product they sold is not in satisfactory condition. If in fact it is the box springs, the value of it is not expensive - just replace them to see if it corrects them problem. I'm not convinced it's the box springs alone, I do feel like something is going on with the mattress, but not sure
Regards,
*** ***
We've looked into this and as we told the customer, there's no way this is of a different color than the one they saw in the showroomThis particular set only comes in three colors - all of which vary so drastically that there's no way there can be any confusion as to which is whichThe customer
received the right colorWe understand that some of this may have been damaged; we are replacing a side of the sectional on 7/
We usually go by the technician's guidelineIf the technician examined and tested the furniture and then determined that there are no manufacturing issues, then we cannot repair/exchange using the manufacturing warranty
We've scheduled a delivery time for the customer to exchange the piece for the correct itemWe thank the customer for their patience during this ordeal and hope this resolution is a satisfactory one
[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:They fixed the bottom of the couch (pictures one, two and three) these pictures show the unprofessional job that was doneI did complain about thatThe other pictures are showing the springs or metal coming through the part of the couch under the seating pillowsI tried to send them pictures of the seating area and they said the never received themThere had to be something wrong with the furniture because I called right awayThere are no small children in my houseThis is not rightThere work was not professional in repairing the couch and love seat if you look at the picturesThank you
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:
I do not want the merchandise any longerI don't want it at all, and I've spoke to Marlo a month ago and they told me I could get a creditI don't understand why it's so difficult to understand.
Regards,
*** ***
*** *** purchased a reclining power sofa for $the second reclining power sofa was freeThis purchase was in JanuaryShe contacted customer service to adjust the price in MayOur price match policy is for a purchase within our store within days, not a competitor
[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 ***, This is pending my response has been directly to the service rep named SalemI will be requesting the companies service dept inspect the tables and offer a solution to repairUpon their assessment I will make my decision
Regards,
*** ***
We apologize to the customer for the issues they're having with their furnitureOur first review by an independent technician found that the damage was due to usage, which falls outside of the manufacturing warranty. We are in contact with the customer to conduct a secondary review
The customer purchased a floor model; while some of her items were in fact brand new items, this particular piece was not and as such, was delivered "as is."
[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. I will write to the address given to appeal the final decisionThank you for your help.
Regards,
*** ***
This "non-payment status" issue has nothing to do with Marlo FurnitureThe customer financed the merchandise through ***, and therefore, this message ought to be directed to ***Otherwise, we've already been paid, and as far as we're concerned, the customer is in good standing with usWe
apologize for the customer's troubles, but again, we have absolutely nothing to do with the status *** assigns to the customers
[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've already allowed the customer to reselect the first time this
happenedWe did not charge the customer any additional fees and tried to be as accommodating as possibleThe most recent time, the drivers did everything they could, including, tried to get the furniture in through the back doorWe're certainly sorry the furniture didn't fit, however, we cannot be blamed for the no-fitment issues, especially after more than one attempt
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
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
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
[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: Because Marlo refuses refund me my $300- for a table I never requested
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.
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 as Answered]
Complaint: ***
I am rejecting this response because: the box springs are part of the total purchase and if there is a defect and under warranty, I'm not understanding why something cannot be done. It is not clear to me why a company such as Marlos is giving us a hard time if product they sold is not in satisfactory condition. If in fact it is the box springs, the value of it is not expensive - just replace them to see if it corrects them problem. I'm not convinced it's the box springs alone, I do feel like something is going on with the mattress, but not sure
Regards,
*** ***
We've looked into this and as we told the customer, there's no way this is of a different color than the one they saw in the showroomThis particular set only comes in three colors - all of which vary so drastically that there's no way there can be any confusion as to which is whichThe customer
received the right colorWe understand that some of this may have been damaged; we are replacing a side of the sectional on 7/
We usually go by the technician's guidelineIf the technician examined and tested the furniture and then determined that there are no manufacturing issues, then we cannot repair/exchange using the manufacturing warranty
We've scheduled a delivery time for the customer to exchange the piece for the correct itemWe thank the customer for their patience during this ordeal and hope this resolution is a satisfactory one
[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:They fixed the bottom of the couch (pictures one, two and three) these pictures show the unprofessional job that was doneI did complain about thatThe other pictures are showing the springs or metal coming through the part of the couch under the seating pillowsI tried to send them pictures of the seating area and they said the never received themThere had to be something wrong with the furniture because I called right awayThere are no small children in my houseThis is not rightThere work was not professional in repairing the couch and love seat if you look at the picturesThank you
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:
I do not want the merchandise any longerI don't want it at all, and I've spoke to Marlo a month ago and they told me I could get a creditI don't understand why it's so difficult to understand.
Regards,
*** ***
*** *** purchased a reclining power sofa for $the second reclining power sofa was freeThis purchase was in JanuaryShe contacted customer service to adjust the price in MayOur price match policy is for a purchase within our store within days, not a competitor
Customer is scheduled to receive the delivery tomorrow, 11/
[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 ***, This is pending my response has been directly to the service rep named SalemI will be requesting the companies service dept inspect the tables and offer a solution to repairUpon their assessment I will make my decision
Regards,
*** ***
We apologize to the customer for the issues they're having with their furnitureOur first review by an independent technician found that the damage was due to usage, which falls outside of the manufacturing warranty. We are in contact with the customer to conduct a secondary review
The customer purchased a floor model; while some of her items were in fact brand new items, this particular piece was not and as such, was delivered "as is."
[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. I will write to the address given to appeal the final decisionThank you for your help.
Regards,
*** ***
This "non-payment status" issue has nothing to do with Marlo FurnitureThe customer financed the merchandise through ***, and therefore, this message ought to be directed to ***Otherwise, we've already been paid, and as far as we're concerned, the customer is in good standing with usWe
apologize for the customer's troubles, but again, we have absolutely nothing to do with the status *** assigns to the customers
[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've already allowed the customer to reselect the first time this
happenedWe did not charge the customer any additional fees and tried to be as accommodating as possibleThe most recent time, the drivers did everything they could, including, tried to get the furniture in through the back doorWe're certainly sorry the furniture didn't fit, however, we cannot be blamed for the no-fitment issues, especially after more than one attempt