Vdiva T.
Disappointed
Title: Disappointing Experience with Incomplete Order and Poor Customer Service As a construction company that frequently purchases appliances for our clients, we recently encountered a frustrating ordeal with this particular company. Our order for two fire bowls was marred by missing pieces, causing an unexpected delay in our project timeline. Upon contacting the company to address the issue and procure the necessary accessories for the fire bowls, we were met with unhelpful and indifferent customer service. Despite our attempts to seek guidance on which items were required to complete the fire bowls, the company provided minimal assistance and failed to offer a resolution. Furthermore, our efforts to obtain the missing parts for the fire bowls proved futile, as the company did not have the necessary components in stock. This lack of availability not only led to a waste of time but also resulted in a financial loss for our construction project. Overall, our experience with this company was highly disappointing, characterized by incomplete orders, uncooperative customer service, and a general sense of disregard for customer satisfaction. We regret the inconvenience caused by this transaction and advise caution to others considering business with this establishment.
Response from Marvellesures LLCSep 28, 2024
Good morning, Omar Garcia, I’m sorry to hear that you’re experiencing issues with your fire bowl. We understand that you’ve contacted us twice, but it seems there has been some difficulty in pinpointing the exact problem. Please know that we are here to support you in every way possible. While it's reassuring that you haven't incurred any financial loss, we still want to fully understand the issue and resolve it as quickly as possible, including sending a replacement if necessary. After reviewing the video you sent, it appears that your fire bowl is functioning properly, with the flame igniting as expected. However, we noticed that you’ve installed parts from another brand, which might be contributing to the issue. Since the video shows the fire bowl working fine, it seems there might not be a problem at the moment. Your current request is to purchase a fire bowl switch. Although you left us a 2-star rating, we are eager to address any concerns you might have. If you’re experiencing any unresolved issues, please don’t hesitate to call or email us. We’re committed to helping you resolve this as soon as possible, but we do need to understand the specifics of the issue.