Our general manager, Lee Anne, informed the customer that we'll service the merchandise (despite the fact that we found no manufacturing defects according to the description the customer provided).With regards to the accent pillow, we have placed an order for one and will be able to provide the customer with one as soon as we have it in our warehouse. We appreciate the customer's continued patience
Upon reviewing the pictures, the service department determined that the damages were not consistent with manufacturing defects, but rather, breakageTherefore, the claim was deniedWhile we apologize to the customer about the breakage, there's nothing more we can do outside of charging for repairs
since this falls outside of what the manufacturer covers (and therefore, credits us for)
[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 were just told recently that there was not an actual date yet and that the merchandise was still overseasThis was probably the first honest response we have received
Regards,
*** ***
Marlo is not responsible for the customer's billing matters as these are issues that are between the customer and the financing company, ***While we sympathize with the customer's current predicament with ***, we are a separate companyTherefore, this complaint ought to be directed to ***
As per manufacturing protocol, we will not immediately replace the furniture until we've at least inspected it and made an attempt to repair it back to manufacturing specifications
We called the customer and spoke with them regarding the partsWe understand that the parts have taken a while to arriveUnfortunately, this was an issue from the manufacturing end for which we have no controlWe expect the manufacturer will send the parts out to the customer's home by tomorrow
We're currently investigating the matter for the customerOnce we see if the manufacturer of the merchandise can credit/repair the item, we will contact the customer
Furniture was purchased in Despite this, we have begun servicing the merchandise in August It is now over its one-year manufacturing warrantyWe will not be servicing the merchandise or offering a refund
*** *** had her merchandise delivered on 4/30/She reported on 5/17/that she believed she was being bitten by bedbugsShe did visit a doctor who stated the "rash" she has is likely from bedbugsIf this were the case, *** *** would not experience a "rash"She would in fact have
bitesBedbugs have a very specific pattern they bite a hostShe would have reported this immediately, not wait 1/weeksWe have had no other reports of bedbugs from anyone who purchased this set or from anyone who had a delivery from that particular truck on 4/30/
We have attempted to contact the customer but all attempts were left unansweredWe are still willing to address the customer's issuesShould the customer wish to contact us, they may do so at their convenience
We would have no problem sending new boxsprings if we felt that they were the cause of the problem; however, we have determined that the boxsprings are not causing the problemTherefore, we will not be exchanging the boxsprings
Customer made purchase of furniture on September 17, The customer used our third party contractor to deliver the merchandise on October We understand that there is a missing connector with regards to the customer's partWe will contact the store on the customer's behalf in order to have
the necessary part orderedWe appreciate the customer's patience while we deal with the matter
[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 apologize for the ongoing issuesUpon reviewing the pictures the customer submitted we have decided to exchange the sofa for a new one since the stretching (customer refers to as "holes") is irreparableThe loveseat, however, is standard and we found nothing wrong with itThe customer can call
us at any time to schedule the exchange for a new sofa
While we sincerely apologize for the delayed delivery period, we're glad to see that the customer has been able to receive their furnitureWe certainly did not lie, as lying suggests intentional misinformation, which was not the caseWe provided estimated delivery timesNonetheless, we are happy
to see that the furniture has been deliveredWe will work to resolve the existing issues with the furniture as well as provide the customer with a $refund after the furniture repairs are conductedWe 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:
I've been in communication with the warranty company and I'm aware that accidental damage warranty doesn't cover this damagePer the warranty company this is not accidental damage, it is manufacturer damage thus the reason I'm contacting MarloBesides, how does leather peel anyway? And, because Marlo has undergone different ownership shouldn't effect me as the customerThe new owners also incurs the old business issues
Regards,
Dorinda Bowers
We're sorry to hear the customer feels this wayHowever, we deny that our product has caused the customer's grievances as described
Our general manager, Lee Anne, informed the customer that we'll service the merchandise (despite the fact that we found no manufacturing defects according to the description the customer provided).With regards to the accent pillow, we have placed an order for one and will be able to provide the customer with one as soon as we have it in our warehouse. We appreciate the customer's continued patience
Upon reviewing the pictures, the service department determined that the damages were not consistent with manufacturing defects, but rather, breakageTherefore, the claim was deniedWhile we apologize to the customer about the breakage, there's nothing more we can do outside of charging for repairs
since this falls outside of what the manufacturer covers (and therefore, credits us for)
[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 were just told recently that there was not an actual date yet and that the merchandise was still overseasThis was probably the first honest response we have received
Regards,
*** ***
Marlo is not responsible for the customer's billing matters as these are issues that are between the customer and the financing company, ***While we sympathize with the customer's current predicament with ***, we are a separate companyTherefore, this complaint ought to be directed to ***
As per manufacturing protocol, we will not immediately replace the furniture until we've at least inspected it and made an attempt to repair it back to manufacturing specifications
We called the customer and spoke with them regarding the partsWe understand that the parts have taken a while to arriveUnfortunately, this was an issue from the manufacturing end for which we have no controlWe expect the manufacturer will send the parts out to the customer's home by tomorrow
We're currently investigating the matter for the customerOnce we see if the manufacturer of the merchandise can credit/repair the item, we will contact the customer
Furniture was purchased in Despite this, we have begun servicing the merchandise in August It is now over its one-year manufacturing warrantyWe will not be servicing the merchandise or offering a refund
We apologize for the inconvenienceWe have spoken to the customer and refunded him the delivery fee
*** *** had her merchandise delivered on 4/30/She reported on 5/17/that she believed she was being bitten by bedbugsShe did visit a doctor who stated the "rash" she has is likely from bedbugsIf this were the case, *** *** would not experience a "rash"She would in fact have
bitesBedbugs have a very specific pattern they bite a hostShe would have reported this immediately, not wait 1/weeksWe have had no other reports of bedbugs from anyone who purchased this set or from anyone who had a delivery from that particular truck on 4/30/
We have attempted to contact the customer but all attempts were left unansweredWe are still willing to address the customer's issuesShould the customer wish to contact us, they may do so at their convenience
We would have no problem sending new boxsprings if we felt that they were the cause of the problem; however, we have determined that the boxsprings are not causing the problemTherefore, we will not be exchanging the boxsprings
Customer made purchase of furniture on September 17, The customer used our third party contractor to deliver the merchandise on October We understand that there is a missing connector with regards to the customer's partWe will contact the store on the customer's behalf in order to have
the necessary part orderedWe appreciate the customer's patience while we deal with the matter
[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 apologize for the ongoing issuesUpon reviewing the pictures the customer submitted we have decided to exchange the sofa for a new one since the stretching (customer refers to as "holes") is irreparableThe loveseat, however, is standard and we found nothing wrong with itThe customer can call
us at any time to schedule the exchange for a new sofa
The customer's order has been canceled; the customer has received a full refund
While we sincerely apologize for the delayed delivery period, we're glad to see that the customer has been able to receive their furnitureWe certainly did not lie, as lying suggests intentional misinformation, which was not the caseWe provided estimated delivery timesNonetheless, we are happy
to see that the furniture has been deliveredWe will work to resolve the existing issues with the furniture as well as provide the customer with a $refund after the furniture repairs are conductedWe 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:
I've been in communication with the warranty company and I'm aware that accidental damage warranty doesn't cover this damagePer the warranty company this is not accidental damage, it is manufacturer damage thus the reason I'm contacting MarloBesides, how does leather peel anyway? And, because Marlo has undergone different ownership shouldn't effect me as the customerThe new owners also incurs the old business issues
Regards,
Dorinda Bowers
The customer can return the damaged item to the store and we will refund - as we have his other merchandise