In may of 2007, I purchased a bedroom set from Marlo's of Forestville, MD, with a 5 year warranty. At the time of delivery I had back problems and could not move around that well, so I stayed out of the delivery-men way. I sat in the living room while they set-up the bedroom. In less than 15 minutes they were gone.
Three months later my son and I was changing trhe bed linen and noticed that the railing was cracked, upon further investigating the matter,we noticed that the slats were not attached to the railing, they were just placed in a slated position on the rails. The cracked railing was replaced and the slats were screw onto the rails like they should have been in the first placed.
About three months ago, I noticed that the metal hook that goes into the footboard had come apart from the rail. Some one did come out and I was told that I would be Hearing from them. After about three months of on going phone calls I was told that the rail would be replaced. But after a few more calls I wasd told that the rails for my bed, Marlo's did not carry them anymore in stock and that I would be receiving a letter of store credit for $67.03 the value of the rails.
Upon receing the letter, I noticed that it stated that the railings had been dropped. Previously, I did not know this.
Arriving at Marlo's with the letter, A female representative explained again to me that the bed railings for my bed they nolonger carried. She offered the option of me picking out another bed at a similiar price of the one that I had. I explained to her that this wold make me have an unmatching bedroom set and I did not purchase an unmatching set.
This lead to her offering me a twenty percent deduction of the price that I paid for my set($1,469.00) to ($981.00) towards the purchase of a new set. Which this is more than a 20% deduction. I did not like any of the sets that I saw and Told her that I would like to keep the set that I had, because this would mean that I would have to come out of my pocket with at least $700.00 to get the quality of bedroom set that I had purchased a year earlier.
Before leaving I did tell her that I could fix the railing, which required me to completely drill the two holes through the rail and get two bolts with wsher and the nut and that would solved the problem. She stated that if I chose to do that And could live with this, she would work with me and that I had until the 31st of July to make a decision. This was on Tuesday, May 12, 2009, which on the way home I stopped pass Home Depot and purchased what I needed, went home and fixed the railing, returned at Marlo's on Tuesday, May 19, 2009.
After informing the same female representative that I was going to keep my original purchased set. She offered to have mailed to me a $75.00 Gift Certificate, which I really did not care for, because I purchased my set with cash and I was not trying to purchase anything esle from Marlo's. I enplained to her that I saw a set of railings in the clearance center just like the ones to my bed. She suggest that they may be more that $75.00, which I asked how could they be more than that when you don't carry them anymore and this must be the last available set, they are in clearance and are scared up.
After checking the clearance price($39.00) and that they were indeed the rails that matched may bed, I asked that since the railings were only $39.00, why not give me the rails instead of the $75.00 gift certificate, this way even though I had fixed the broken rail to may set, by this I would have replacement rails just in case a rail broke and could not be repaired.
She insist that I return the rails that I had and that she would swap for the ones that was on clearance. She would rather give me a $75.00 certificate rather than rather than save $36.00 by giving me want I needed because they no longer make the item. I look at this as failing to satisfy a customer. It is not at any fault of mine that I have a bedroom set that the railing are no longer being manufactured. She should have gave me the last rails that was on clearance!
Mt. Rainier, Maryland
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