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ComplaintsforMarl & B
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
There is false advertising on their website and poor conflict resolution. If you go to this page, you see the item is there and can add it to your cart and check out. ******************************************************************* I have called them with no answer and emailed them multiple times. After the second try, I got a response. After I informed them of the issue with their website but instead of attempting to resolve the issue, they just never responded and they still haven't even fixed their website. Very poor customer service just to rip me off of $40.Business response
08/30/2022
Business Response /* (1000, 5, 2022/07/23) */ The item is clearly on pre order and is not in stock yet. I told her that and she wanted to cancel. Per our web site, there are no refunds on deposits. Her site is not misleading in any manner. Consumer Response /* (3000, 7, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because if it was clearly marked, then I would have been aware in advance and the pictures submitted would have clearly shown "preorder" and "deposit" which it does not. Nor does the checkout screen show "deposit only". Anybody who didn't know would be able to go through the entire checkout without knowing. It wasn't until I kept checking and checking the order status on my own and wondering why it hadn't shipped that I found out it was a pre-order. Nobody at the business had personally let me know, they just ignored me. Business Response /* (4000, 14, 2022/08/18) */ I'm attaching a copy of the pre order invoice that **** placed through our site and paid the $40 deposit. We order dolls based on how many pre orders we get, so we do not refund deposits. I'm attaching a link to our site where it says deposits aren't refundable, and a link to where the doll is now in stock for $210. Before this doll came into stock (and when **** ordered her), it said "This doll is $210 with a $40 deposit", and we provided the date it would be coming in. Thank you. https://www.marlbe.com/index.php/faqs https://www.marlbe.com/index.php/shop/product/6793-jem-music-medley-fashion-pack Warm Regards, Brooke Marl & B Inc www.Marlbe.com XXX-XXX-XXXX
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.