Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WARNING!!! BUYER BEWARE!!! DO NOT, I REPEAT DO NOT PURCHASE ANY FURNITURE FROM MALLERY HALL *********** ***********************. I AM HAVING A NIGHTMARE OF AN EXPERIENCE WITH THIS *********** COMPANY, IF THERE WAS A ZERO STAR THAT IS WHAT ********* COMPANY WOULD GET FROM ME THIS NIGHTMARE COST ME OVER $10,000 IN FURNITURE WHICH I HAD TO PAY BY CHECK, FINANCE AND CREDIT CARD, ***, DRESSER, MIRROR, CHEST, BENCH & TWO NIGHT STANDS WHICH COMING TO FIND OUT I WAS OVER CHARGED FOR AND THE SHIPPING WAS ALMOST $3,000 AFTER SEVERAL BACK AND FORTHS WITH ***** ON THE ***** AND THROUGH TEXTS THEY FINALLY CAME WITH THE FURNITURE ON FRIDAY THE 10TH OF MARCH PUT IT IN MY DRIVEWAY DID NOT TAKE IT UPSTAIRS AND LEFT WITH ALL THE FURNITURE ONLY TO COMEBACK THE FOLLOWING TUESDAY BECAUSE THE TRUCKING COMPANY SAID THAT THEY WERE NOT PAID TO ASSEMBLE FURNITURE BUT JUST TO DELIVER WHICH ***** AND HER COMPANY HAD ME PAY FOR WHITE GLOVE DELIVERY MEANING ASSEMBLE AND LEAVING WITH PACKAGING MATERIALS, THEY RETURNED THE FOLLOWING TUESDAY IN THE SNOW TO DELIVER THE FURNITURE AGAIN, MEANWHILE I HAD THROWN OUT ALL MY ***ROOM FURNITURE TO PREPARE AND MAKE SPACE FOR THE DELIVERY, MY HUSBAND AND I HAD TO SLEEP 4 NIGHTS ON THE ***** AND THEN A HOTEL, WE STILL HAVE BACK AND BODY PAINS AS A RESULT BECAUSE THEY LEFT WITH THE FURNITURE ON THAT FRIDAY, THEN DURING SET UP OF THE FURNITURE PARTS OF THE *** WAS DAMAGED AND SHE HAD THE AUDACITY TO ASK ME IF IT CAN BE REPAIRED AFTER PAYING SO MUCH MONEY FOR THE FURNITURE PLUS SHE MADE ME PAY FOR INSURANCE ON THE FURNITURE AS WELL SO I SAID NO!! THE DRESSER WAS ALSO BUSTED TO THE ***** SO THEY HAD TO LEAVE WITH THE DRESSER AND ALL MY ITEMS ON MY DRESSER HAVE BEEN ON THE ***** FOR WEEKS TO NO AVAIL AND SHE IGNORES MY CALLS HAD TO USE A DIFFERENT NUMBER TO CALL HER AND THAT'S WHEN SHE ANSWERED, SHE IS A BOLD FACE LIER AND SHOULD NOT BE TRUSTED, FIRST SHE SAYS THE TRUCKING COMPANY ****** HAS TO REPLACE THE DAMAGED FURNITURE THEN ****** IS SAYING THE ARE NOT RESPONSIBLE BECAUSE SHE DID NOT PAY THEM TO PACK THE FURNITURE MALLERY HALL PACKED IT THEMSELVES SO ****** IS NOT RESPONSIBLE NOW I AM STUCK BETWEEN *********************** AND MALLERY HALL AND ****** TRUCKING COMPANY, ***** YOU NEED TO READ THIS REVIEW AND SEND ME MY REPLACEMENT FURNITURE I JUST NEED TO GET ALL MY PIECES OF FURNITURE TO BE DONE WITH YOU AND YOUR COMPANY, VERY BAD COMPANY I HAD READ SOME BAD REVIEWS FROM SOME CUSTOMERS AND WHEN I MENTIONED IT TO HER WHEN THEY STARTED GIVING ME PROBLEMS SHE SAID THAT IT WAS JUST ONE BAD CUSTOMER BUT I ACTUALLY CAME ACROSS 4 BAD REVIEWS ON HER COMPANY SO I GUESS I AM THE FIFTH AND I WOULD NEVER RECOMMEND HER COMPANY TO ANYONE NOT EVEN MY FAMILY WHO WERE INTERESTED AND WAS WAITING TO SEE MY FURNITURE BEFORE THEY PURCHASED I SHOULD HAVE LISTENED TO MY INSTINCTS AND NOT BUY ANYTHING FROM THIS COMPANY I AM STILL WAITING FOR THE BALANCE OF MY FURNITURE AND WHEN THIS IS OVER I WILL ALSO BE SEEKING REPARATIONS FOR EVERYTHING THAT WE HAVE BEEN THROUGH FROM THIS COMPANY. :-(

  Business Response

  Date: 03/23/2023

  Mallery Hall received a phone call from this customer last year on September 18 that they wanted to Purchase a bedroom set. An invoice was created on 9-20-2022. The customer wanted information on financing. On October she decided to apply for Pay for tomorrow financing. She also had a PayPal credit she wanted to use. Mallery Hall accommodated this customer to assist her in any way we could to help her get her bedroom furniture. When the customer could not pay for the balance and freight, Mallery Hall stored this furniture on our manufacturers dock for until the customer went to her bank and acquired a bank load for the balance. The items finally were shipped after 4 months of being stored on our manufacturers dock. When asked if she could help with storage fee she refused.
  These items were fully insured and shipped by ****** and Mallery Hall paid for white glove delivery, and this is what was charged to the customer. See Bill of lading attached and email Note about White ***** Delivery.
  Due to ****** internal miscommunication, the drivers were not aware that they had to take the furniture up the customers stairs, so due to time constraints on delivery day, they had to re-schedule the delivery for a few more days. Mallery Hall is very sorry about this.
  Items were delivered on Tuesday March 14th and there were some damages to customers dresser (which she sent back) and she kept the bed post although they also had damages
  Items were re-ordered and are in the process of being re-delivered.
  This customer has called us a lyer-stating we did not order white glove delivery, and this is not true. Customer has used threatening language and unprofessional language when speaking with our owner over the phone and threatening texts. Customer has been screaming and calling us names, with derogatory statements about our company.  ******** claimed her and her husband had to sleep on the floor and that they were suing us for pain and suffering. Mallery Hall even offered to buy the customer a hotel, which she adamantly refused.
   Customer continues to degrade and scorn our owner every day by text messages until this day. She also sent the same BBB message through Mallery Hall website and laughed at us and called us names and threatened us. We are very sorry that this customer feels the way she does, and we continually offer support that her items are on the way.
  This customers replacement items have been ordered and will be re-delivered around March 31st or week of April 4rth. Mallery Hall has done everything from the beginning to assist this customer, but the customer says everything we are doing is lies.  I know she is very disappointed in the delay in her furnishings but we have tried to assure here that they will be in her home very soon.

  Customer Answer

  Date: 04/07/2023

  Hi this is ***************************** responding to a voicemail/email sent to you by ***** of *********************** furniture I am disputing *****'s claim that I was unreasonable in regards to the remainder of my furniture which has not been delivered up to now and she is very deceitful and a liar this is the reason why I had to file a claim with the BBB she made me pay for a piece of furniture a bench she said would be free made me pay $899 and charged me over $10,000.00 for furniture which is cheaper elsewhere she is just trying to make excuses for her bad business practices I have several reviews from other customers whom their company have wronged as well and they should not be in business my phone number is 917-501-0826and I want this complaint re opened 

  Business Response

  Date: 04/07/2023

  We have replaced these damaged items (Two Posts, and a Dresser) they have been inspected and are on a truck headed to this customers home. She has been told that they should be arriving mid April, and items are fully insured. She agreed with this schedule.Customer will be receiving actually 8 Posts and we have paid for all these replacements plus a discounted rate on the freight. Although her items were insured in the beginning- if the transportation company does not pack them, then the insurance does not cover it. Even though this happened we have paid for the new items and the are on the way.
  We have not lied about anything as I will submit our response previously.We have gone above and beyond our policies to please this client, and we did not offer a free bench-we offered a discount on her invoice. Her items are on the way- and we are sorry that she feels we are lying to her. The transportation company has also called her and said she agreed with their delivery schedule. We wish we could get these items to her sooner-but the transportation company has assured us of the delivery.
  
  
  Mallery Hall received a phone call from this customer last year on September 18 that they wanted to Purchase a bedroom set. An invoice was created on 9-20-2022. The customer wanted information on financing. On October she decided to apply for Pay for tomorrow financing. She also had a PayPal credit she wanted to use. Mallery Hall accommodated this customer to assist her in any way we could to help her get her bedroom furniture. When the customer could not pay for the balance adnf freight, Mallery Hall stored this furniture on our manufacturers dock for until the customer went to her bank and acquired a bank load for the balance. The items finally were shipped after 4 months of being stored on our manufacturers dock. When asked if she could help with storage fee she refused.
  These items were fully insured and shipped by Plycon and Mallery Hall paid for white glove delivery, and this is what was charged to the customer. See Bill of lading attached and email Note about White ***** Delivery.
  Due to Plycon internal mis-communication, the drivers were not aware that they had to take the furniture up the customers stairs, so due to time constraints on delivery day, they had to re-schedule the delivery for a few more days. Mallery Hall is very sorry about this.
  Items were delivered on Tuesday March 14th and there were some damages to customers dresser (which she sent back) and she kept the bed post although they also had damages
  Items were re-ordered and are in the process of being re-delivered.
  This customer has called us a lier-stating we did not order white glove delivery, and this is not true. Customer has used threatening language and unprofessional language when speaking with our owner over the phone and threatening texts. Customer has been screaming and calling us names,with derogatory statements about our company. ******** claimed her and her husband had to sleep on the floor and that they were suing us for pain and suffering. Mallery Hall even offered to buy the customer a hotel, which she adamantly refused.
   Customer continues to degrade and scorn our owner every day by text messages until this day. She also sent the same BBB message through Mallery Hall website and laughed at us and called us names and threatened us. WE are very sorry that this customer feels the way she does, and we continually will offer support that her items are on the way.
  This customers replacement items have been ordered and will be re-delivered around March 31st or week of April 4rth. Mallery Hall has done everything from the beginning to assist this customer, but the customer says everything we are doing is lies.  I know she is very disappointed in the delay in her furnishings but we have tried to assure here that they will be in her home very soon.