The customer has contacted us and after collaboration with the customer, it was determined that the merchandise was indeed the correct piecesThe customer has informed us that the two pieces were finally connectedWe are glad that this was able to be resolved and thank the customer for his patience
We apologize for the customer's inconvenience; however, as the customer pointed out, Marlo has undergone different ownership since Furthermore, the peeling is not an issue that the accidental damage warranty covers
[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:
The type of damage to the loveseat is exactly the same as - and arguably worse than - the damage to the sofa Both the sofa AND loveseat need to be exchanged
Regards,
*** ***
As we've already stated, we will make an attempt to repair this furniture to its manufacturing specifications*If* the customer is not satisfied with that, then we will replace, but we first have to make an attempt
[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 don't agree with the partial response to my requestsThe parts were not meant to be installed after the deliveryThe was no mention of "assembly required" when I bought the productI bought and I paid delivery door to door for a full assembled piece of furnitureThe furniture piece was delivered incompleteAs good faith gesture I scheduled twice the delivery and installation for the missing partsTwice Marlo Furniture was inflexible and gave me hours schedule in the middle of the dayBoth times after hours of waiting nobody show upI shall be compensated for the waiting timeBoth times I called Marlo Furniture and both times, after 20-minutes I was told to reschedule the delivery. After a few hours (outside the second scheduled time) the technician called me that is by my doorI told him that I can be home just in 20-minHe choose to leave the parts by the door knobbecause I can't trust the company to repair my new incomplete furniture I have to hire a third party technician to finish the assemblingI want to be compensated for the extra expenses too.I don't want to scheduled anything with Marlo Furniture because I don't trust the company an their customer service.Regards,*** ***
We sincerely apologize for the confusionFortunately, the customer will be delivered to today, 3/18, without being charged the delivery fee as was initially promised
[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 the exchange of the sofa and loveseat with new factory made items at no additional cost to me to be acceptable. I also accept the repair of the two end tables Thank you
Regards,
*** ***
We do not understand this complaintThe customer has accepted delivery of all of our furniture, as recently as November Furthermore, there do not appear to be any additional charges outside of what the customer has ordered nor have there been notes indicating that the customer has taken issue with any price discrepancyRather, we've been working very consistently with the customer to provide optimal service and address their concerns with regards to the furnitureIf the customer is confident that there is an issue with pricing or the charges made, then they can contact the store to discuss itHowever, upon searching through the customer's invoices, we find no such discrepancies to exist
We understand the customer would like a new tableWe have contacted the customer and scheduled a delivery for a brand new table top to be exchanged on 2/The customer is also scheduled for a service technician to inspect and repair the chips and other issues with the server and dresser for 2/
We are confident that this will resolve the issues the customer is having and have informed the customer to contact us if there are any other issues following the service technician's repair
The parts were ordered and meant to be left at the customer's homeOnce the parts arrive, the technician installs themTherefore, the customer needs to call our service department to facilitate a time to have the parts installed
We sincerely apologize for the time it's taken for the merchandise to arrive from the manufacturerWhile it is hard to determine approximate dates, we go by the estimates that we get from the manufacturer itself which we then relay to the customerWe have delivered the merchandise that's already
come in and will deliver the bedroom set as soon as it is delivered to our warehouseWe thank the customer for their continued patience as we resolve this matter
The customer has contacted us and after collaboration with the customer, it was determined that the merchandise was indeed the correct piecesThe customer has informed us that the two pieces were finally connectedWe are glad that this was able to be resolved and thank the customer for his patience
We apologize for the customer's inconvenience; however, as the customer pointed out, Marlo has undergone different ownership since Furthermore, the peeling is not an issue that the accidental damage warranty covers
Customer is scheduled to receive a tech visit to address the issues on October
If the customer wishes for a discount they can contact the board of directors at:*** *** *** Brandywine, MD ***
[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:
The type of damage to the loveseat is exactly the same as - and arguably worse than - the damage to the sofa Both the sofa AND loveseat need to be exchanged
Regards,
*** ***
As we've already stated, we will make an attempt to repair this furniture to its manufacturing specifications*If* the customer is not satisfied with that, then we will replace, but we first have to make an attempt
According to the technician's report, the damages reported were from customer usage and not manufacturing defects
We will exchange the sofa but not the loveseat
[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 don't agree with the partial response to my requestsThe parts were not meant to be installed after the deliveryThe was no mention of "assembly required" when I bought the productI bought and I paid delivery door to door for a full assembled piece of furnitureThe furniture piece was delivered incompleteAs good faith gesture I scheduled twice the delivery and installation for the missing partsTwice Marlo Furniture was inflexible and gave me hours schedule in the middle of the dayBoth times after hours of waiting nobody show upI shall be compensated for the waiting timeBoth times I called Marlo Furniture and both times, after 20-minutes I was told to reschedule the delivery. After a few hours (outside the second scheduled time) the technician called me that is by my doorI told him that I can be home just in 20-minHe choose to leave the parts by the door knobbecause I can't trust the company to repair my new incomplete furniture I have to hire a third party technician to finish the assemblingI want to be compensated for the extra expenses too.I don't want to scheduled anything with Marlo Furniture because I don't trust the company an their customer service.Regards,*** ***
We sincerely apologize for the confusionFortunately, the customer will be delivered to today, 3/18, without being charged the delivery fee as was initially promised
[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 the exchange of the sofa and loveseat with new factory made items at no additional cost to me to be acceptable. I also accept the repair of the two end tables Thank you
Regards,
*** ***
We do not understand this complaintThe customer has accepted delivery of all of our furniture, as recently as November Furthermore, there do not appear to be any additional charges outside of what the customer has ordered nor have there been notes indicating that the customer has taken issue with any price discrepancyRather, we've been working very consistently with the customer to provide optimal service and address their concerns with regards to the furnitureIf the customer is confident that there is an issue with pricing or the charges made, then they can contact the store to discuss itHowever, upon searching through the customer's invoices, we find no such discrepancies to exist
customer has been scheduled for 8/6/
That's not a "generic message" we give to everyoneIt was restating the technicians's conclusions based on his expert observation
We understand the customer would like a new tableWe have contacted the customer and scheduled a delivery for a brand new table top to be exchanged on 2/The customer is also scheduled for a service technician to inspect and repair the chips and other issues with the server and dresser for 2/
We are confident that this will resolve the issues the customer is having and have informed the customer to contact us if there are any other issues following the service technician's repair
The parts were ordered and meant to be left at the customer's homeOnce the parts arrive, the technician installs themTherefore, the customer needs to call our service department to facilitate a time to have the parts installed
The merchandise has been delivered as of 8/We hope the customer found the merchandise to be satisfactory
Our response is the same as before
Customer has been scheduled to receive delivery for 11/
We sincerely apologize for the time it's taken for the merchandise to arrive from the manufacturerWhile it is hard to determine approximate dates, we go by the estimates that we get from the manufacturer itself which we then relay to the customerWe have delivered the merchandise that's already
come in and will deliver the bedroom set as soon as it is delivered to our warehouseWe thank the customer for their continued patience as we resolve this matter