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    ComplaintsforMexplore Inc

    Furniture Manufacturers
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    Complaint Details

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    • Complaint Type:
      Product Issues
      Status:
      Answered
      On January 22, I purchased a couch through Walmart.com from manufacturer Mexplore Inc. The couch was fine for a few months and then the nails and screws that were pre-installed began to fall out and eventually completely broke the couch. I kindly reached out to Mexplore and provided pictures of all of the issues that were occurring with the couch. Mexplore contacted me asking for additional pictures in order to review my claim. I sent additional pictures. On august 26, 2022 I was told in writing that Mexplore would process a refund and that it would take 2-5 business days. Today I received an email stating that they could not honor their statement and could not provide a refund.

      Business response

      10/05/2022

      Business Response /* (1000, 5, 2022/09/19) */ The customer purchased on January 22, our return policy is 30 days. But since the customer had that bad experience, we wanted to refund to this customer. But since it was too long ago, we can't process it via the Walmart system. We inquired with Walmart customer service and they informed us that the customer should reach out to Walmart customer service. We provided Walmart's customer service number to the customer and in the meantime, we notified the customer we were unable to process the refund in the system as of now. Then we have not heard back from the customer until we receive this letter from BBB. Today we contacted again the customer, asked about the PayPal account, and refunded the full amount to the customer. Thank you.

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