Marlo Home Furnishing's Inc

Complaint noted; this has already been explained to the customer but will explain again: the money will be refundedRefund checks take up to 21-business days to be processedHowever, they WILL indeed be processedThe merchandise was canceled on 10/Therefore there will necessarily be more time needed for the check to be refunded

cracking/peeling are not covered under the one-year manufacturing warrantyAlso, with regards to this specific set and whether or not it's defectiveWe've sold many of this exact set (a very popular set) over the past year and haven't had any issues regardin peeling/cracking - at this point we're
quite sure it's not inherently defective

I ordered a living set on 11/and was scheduled for delivery on 11/between 12pm-4pmAt 3:30pm I called tocheck on the status because no one had contacted me and I was told to call back after 4:30pmI called at 4:00pm and was told at that point that the delivery person was running behind and that he had stops before mineI then inquired about a refund because to me this was poor customer communicationWhy do I have to call and find out that the delivery driver is running behind? I was told that I could go into the storeI then informed them that I was headed to the storeI get to the store only to be told that there was no manager on duty and I would have to come back tomorrowReally!!!!!
The only person who seemed to care that I wasted an entire day of work and that you had an upset customer who wanted to cancel all orders with Marlo was LeAndre at the corporate officeHere it is 6:27pm and I am still waitingNo calls to update meOnce again I had to callI will be accepting my living furniture whenever it gets hereBut that the bedroom set will be cancelledAnd Marlo has just lost a customer

Customer purchased furniture on April and signed a contract which stated that furniture takes anywhere from 2-weeks to come into our warehouse after purchaseWhen customer found out it'll take five weeks, he wanted to cancelWe informed him that because all sales are final unless furniture
comes in outside of the 2-week date, he will be penalized with a 30% cancellation feeCustomer was upset so we eventually refunded him in the full amount

[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
Thank you so very much for stepping in on my behalf. I appreciate what you have done to resolve this matter for me in such a short period of time. I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHave a great day!!
*** ***

September 1, Dear *** ***,The customer purchased during a promotion and was given a gift card to be used for a purchase of their choosingThis purchase could be used for a TV or an -Box or any purchase they choose, According to *** ***, the customer received
their card in MayThe card was used up over a three-day period, from /29-/Customer denied that they had ever received the cardWe checked with *** *** and it turns out that they had, in fact, used the card for purchases of their own choosing

We sincerely apologize for the customer's issuesHowever, this complaint needs to be directed at the *** program which the customer made the payment deal with, not the store, since *** is a seperate company

[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 cannot accept or reject this response yet. They are sending a technician to look at the furniture on the 8th of september. They have not come yet so I do not know what the outcome will be or if I will be satisfied. Please keep my case open
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,
*** ***

Customer has been informed that we're ordering casting for furniture as a courtesy which should have been delivered to the customer's home by now

We have no problem refunding a warranty that was never used five years after purchaseHowever, the problem with this particular complaint (and the information associated with it) is that we cannot verify the customer actually purchased anything five years agoThe closest invoice we have with
this customer on file (using the last name and address) is a purchase from December 30, This is not five years oldIf the customer does have another purchase, that is five years old, please send us the invoice of that particular invoice and we'll be happy to look into it

June 3, Dear *** ***,Complaint has been notedCustomer has been ordered piece for her damaged loveseatOnce the piece comes in from the Imanufacturer, we will call the customer and send out a certified technician to install the piece and repair it back to manufacturer
specifications.Best Regards,

August 11, Dear *** ***,We apologize for the inconvenienceThe customer purchased from Marlo before Marlo went out of business in As a result of Marlos going out of business, it was acquisitioned by another furniture store which wont refund warranties that were part
of the previous ownerships deal.Best Regards,

Furniture was not swapped for inferior products; what was delivered was exactly what the customer purchasedAs per policy, we cannot refund customer for damaged merchandise until all attempts have been made to satisfy damages, via service

Upon review of the complaint, we have found that the merchandise is correct
If 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

July 14, Dear *** ***,We apologize for the customer’s experience with the Service DepartmentThe customer’s problem items should have been addressed much soonerWe are currently reviewing how to avoid situations like these in the futureCustomer has had a technician sent to their home on July The customer’s buffet was fixed to manufacturer's specifications.Best Regards,

From: *** *** ***Date: Sat, Jul 5,
at 11:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]"
Marlo sent a technician to repair the lock on the buffet on July 2, which took about minutes. I will close this complaint but would like the very poor customer service to go on their record. It does not make sense that a minute latch adjustment takes almost months.
Thank you,
*** ***
On Saturday, June 28, 2:PM, "[email protected]" wrote:

** *** called, companey has been talking to her about working on her complaint, Ic

[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 bought the furniture under the condition that it was in stock and could be delivered within a week---not a month and a halfUpon the furniture I had picked out being damaged, the company offered me nothing that could be available and refused to refund my money without deducting funds from itThis left me with no choice but to pick something else out, which was still not completed and delivered until mid DecemberThe company knew I only bought the furniture because it was in stock, as I explained that I had just moved and wanted something immediately to have something to sit on having gotten rid of my living room furniture when I had moved from out of stateThe company did deliver the furniture finally, but offered no discount or any alleviation for my troublesI do not think that what happened is any way to treat a customer
Regards,
*** ***

Bed was not assembled wrongThe bed was damaged by customer usage