Liang
Baltimore,#2Author of original report
Wed, September 12, 2007
on August 26 we went to their warehouse to pick up the headboad (AGAIN!). because from the very beginnning the Marlo delivery guy said the headbaord should have 4 holes instead of 2 holes. We carefully made sure that the headboard we picked up this time has 4 holds instead of 2. HOWEVER, when we got home to assemble it, we found it it should have 2 holes instead of 4!! OF COURSE this time the headboard was still not working!!! we called the customer serivce two or three times after that, and was told there was some manufacutre defective, one time they told me they are gonna replace the whole bed for us. The other time they said they are gonna change the wheel and headboard. On Sept 12, we called again. first of all, the rep we spoke with said there was no record in their system indicating we don't have the right headboard. secondly, if we report the problem 48 hrs after we receive the headboad, they need to resolve the issue in another way---they need to send a technician over to examine the headboard to see if that's manufacture defective. and based on that, they will decide in about a week if they should repair or replace the headboard. i was furious at that point. i told them we called them right after we found the headboard was defective for more than one time!!! But she just said they don't have any record about that and ask me whom i spoke to. She even said it's MY responsibility to keep a record of the reps i had spoken with!! this time i asked for her name..it's Katrina. I requested to speak to her supervisor. she said the supervisor was not there today.