This is a copy of the e-mail sent to Chris Stevens in Marlo Corporate Customer Service:
Chris,
I thought I would share my experience with your organization. As of this writing, my wife and I are two very unsatisfied customers. We purchased a sofa bed, loveseat and matching recliner at your Rockville location on 10/24/03. The set was not in stock so we agreed to wait for your next shipment and have it delivered today (11/8/03). We received a call that the furniture would be delivered between the hours of 8 -11 am. We made our arrangements to have our old pieces removed in anticipation of the new pieces to fit into our Living room.
Upon delivery, the following issues were brought to our attention by the driver.
1. The recliner was not the right color (gray-we ordered green).
2. The sofa bed was not packaged and was damaged.
In lieu of the above, we refused the complete order and now have no furniture in our living room. I called your corporate customer call center and after being on hold for more than 10 minutes I was informed that there was nothing that they could do until the furniture came back from the delivery truck. I proceeded to go into the store and explained the situation to "Eric", the store manager, who also reiterated that there was nothing he could do. I asked him on several occasions what he could do, but he only went on to explain what he could not do. I requested to cancel my order and he refused to accommodate that request as well. He never once offered a way to compensate me.
My wife spoke again to Diane in Customer Service. She never offered us any compensation until we suggested the issue of financial compensation. She said she could offer $100 gift certificate. Upon our refusal to accept that, she said she could offer $150. One other rather odd offer was for us to go into the store and select other furniture and she could have that delivered, as she claimed that our original selection would have to be ordered and could take some time to come in. My wife asked to speak to Diane's supervisor, who either could or would not take the call. My wife left a message for this supervisor, Ms. Spence, to call us back to help resolve the situation. About 15 minutes later, we received a call back from Diane to tell us that we could have the furniture delivered Thursday. First, I guess the furniture magically came into stock in the last 15 minutes, but we told her we would like the furniture on Tuesday between 8-11am being as we both work during the weekdays. Second, Ms. Spence did not call us back because she went to lunch.
My wife then called Eric at the store who still could not offer any compensation or help us get the furniture at our convenience. Once again, Eric never told us what he could or would do for us, he proceeded to tell us what he could not do. He could not compensate us financially until the furniture was delivered. We expressed concern that if we were not happy with the compensation then we would be stuck with the furniture. Eric's response was "you will have to trust me". Now we have to trust you but you would not trust us that we did not have our furniture and accommodate us with a refund.
To sum it up, we gave many opportunities to your group to offer some resolution and to try to come up with some creative way to help us out. There was never any concession or compromise on your part to go out of your way to help a situation that was caused by your organization.
Just thought you might care, I certainly hope you do.
I will update to explain how this progresses. I regret that I did not read the similiar experiences that were posted on this website.
0 comments