ComplaintsforMarvin Gardens Store

• Initial Complaint

  12/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is a fraudulent companybought Woodstock chimes for a memorial gift July 2021 and it was never received No one answers phone. Only reason Im posting this so late is because Ive been grieving and dealing with medical issues. Found the email from original order and had to post a complaint. So frustrating websites like this existtake your money and nothing in return. Your order ID is #*********** ItemsSKUQtyItem PriceItem Total Woodstock Chimes Equestrian Spirit ESC1$46.88 USD$46.88 USD Subtotal:$46.88 USD Shipping:$0.00 USD Tax:$0.00 USD Grand Total:$46.88 USD Payment Method:Credit Card

  Business response

  12/04/2022

  Hello *********, **** or *******,

           In response to your complaint. After reviewing your transaction the following details caused your transaction to be held due as possible credit card  fraudulent. Your transaction details do not match, as different names in bill to ship to and two different addresses. We had sent an email to ******************* requesting manual verification for this transaction. After completing our search for your email and phone messages for your name, email address and phone number we did not find any communication from you responding to our inquiry.  By your explanation of why you filed your serious and damaging compliant 17 months after your purchase seems our email requesting manual verification was not able to be completed.

           Please confirm your mailing address so I can process and mail your refund of $46.88 to you. Your response is required.

  Regards,

  **

   

   

  Customer response

  12/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  07/04/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Marvin Gardens has not responded to my request for a refund. I contacted the company with the message below.Greetings, I am writing to request a full refund for ORDER #******. Having placed the order on 9/9/21, I am VERY disappointed that the Music of the Spheres Windchime was never delivered, as it was a gift. The item is still listed as Awaiting Fulfillment. Please let me know if there is anything further needed to complete the refund.ORDER #****** Order date: 9th Sep 2021 Order total: $224.20 Payment method: Credit Card Today's date: 29th Oct 2021 I attempted to send message via "CONTACT US" on three occasions, but this feature of the website does not work.

  Business response

  07/05/2022

  Hello,

     First your item has shipped months ago and delivered. Second the item is not offered for sale, inventory shows 0- as MOTS is currently unable to build chimes due to supply chain delays. Your false remarks and actions against us are uncalled for!
  

  Customer response

  07/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [the business falsely claimed that the purchased item was delivered and did not provide a full refund.]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  07/06/2022

  Hello,

     We have previously replied. 

  Thank you

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Thank you for your anticipated assistance. On 9-5-20, I ordered a Steel Arbor with gate, online from Marvin Gardens Store. Order ID#******. I used PayPal and my account was charged on 9-5-20, $534.88. The order never arrived. Upon checking the website, it does state AWAITING FULFILLMENT. However, I have emailed frequently and left innumerable, unanswered phone messages, initially requesting information on delivery, then stating that I would like my account refunded. I have not received a response from Marvin Gardens Store. Ever. I attempted to resolve this through my credit card and PayPal but was denied because the request came more than 180 days after the purchase. I dont consider this a purchase as my product was never delivered. I also acknowledge that this order occurred during our COVID pandemic and I accepted that there were supply chain delays. But now I would appreciate a resolution that includes the return of my full payment for a product I never received. Thank you.

  Business response

  05/03/2022

  Hello,

      The customer filed a charge back with PayPal which PayPal denied. There is no further action to be taken due to PayPal's resolution.
  

  Customer response

  05/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  I have not received the merchandise I paid for. There is no denying that. Marvin Gardens Store has printed :Awaiting Fulfillment, which means the product was never sent. 
  I am requesting a full refund of the purchase price for the Arbor that I never received. Marvin Garden Store acknowledged that the order was not fulfilled. Please refund my money now. 9-5-20 was the order date. Today is 5-3-22. Ive been waiting for 20 months and this denial is the first Ive heard from Marvin Gardens Store. That is unacceptable. I request full refund of my payment FOR AN ORDER THAT WAS NEVER FULFILLED. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a product on line and I wish to return it. There is no information that came with the product for returning it. I have tried to call the company to get a number that I need to return it and I get a recording when I select any of the options that says they are unavailable. It says I only have 30 days to return it, but I cannot reach a person to get the number I need to return it.

  Business response

  03/23/2022

  Hello *****,

        The return instructions are listed on our site. Additionally our customer service email is also listed on our site and as a customer you can also email us via a link provided on your transaction. I will reach out to you today. Concerned by your phone calls that were received without a message being left.

  Regards,

  ***

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I placed an online order with Marvin Gardens Store on December 7, 2021. My bank account was charged. A week passed and I received no updates from Marvin that the item I ordered had been shipped. I emailed them on December 14 and quickly received an email reply saying that the status of my order had changed to refunded. As of today, January 24, 2022, I have not received the refund. I emailed their customer service this afternoon and almost immediately received the same email reply saying that my "order status changed" to refunded on December 7 but a check of my bank account shows that the money has not been refunded. I tried calling their 888 number and tried both the option to place an order and the option to speak with a customer service rep but the call goes to voicemail. Their online chat is also disabled. It seems pretty clear I am not going to get a refund without some outside assistance from your organization or someone else.

  Business response

  02/15/2022

  Hello,

  As with each of our emails to you shows your refund was issues and completed to the exact card you used to make your purchase. Below is the timeline of your refund.

  DEC 7, 2021 10:04 PM
  
  Order status changed
  Order Status: Awaiting Fulfillment
  
  DEC 7, 2021 10:04 PM
  
  Sales tax charged
  Tax Total: $0.00
  Tax Provider: Manual Tax
  DEC 14, 2021 4:43 PM
  
  Order status changed
  Order Status: Refunded
  
  JAN 24, 2022 12:40 PM
  
  Show more Refund submitted for $144.88
  
  
  Refunded by admin
  Payment details
  Credit Card $144.88 refunded offline

   

  Please advise.

  Thank you,

  ***

   

  Customer response

  02/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   The information provided by *** is not correct. I have contacted Marvin Gardens twice, first on December 14 and again on January 24. Both times I received the same email telling me my order status had changed and was refunded. I have not received a refund from them as of today, February 16. I contacted my bank last week and they are also looking into the matter; they can verify that no refund has been received.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************** ******
  
  
  
  
   
  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order on 12/9/21. My credit card was immediately charged for $218.50. The website site indicates that all items will be shipped in 3-5 days. I have sent 2 emails, called 9 times, tried to online chat 3 times (pop up says its unavailable), and left a voice message. I have received zero responses from any of these attempts. Today is 12/22/21.

  Business response

  12/23/2021

  Hello, 

     Concerned that your order was canceled and refunded prior to your BBB dispute.  The issue is with Studio M and there supply chain and shipping times, not with us. In fact all Studio M products are noted as out of stock.

     Thank you so much for your understanding. Merry Christmas to  you too!

   

  
  Order 303161
  DEC 9, 2021 2:41 PM
  
  Order status changed
  Order Status: Awaiting Fulfillment
  
  DEC 9, 2021 2:41 PM
  
  Sales tax charged
  Tax Total: $0.00
  Tax Provider: Manual Tax
  DEC 16, 2021 10:16 AM
  
  Order status changed
  Order Status: Cancelled
  
  DEC 17, 2021 11:35 AM
  
  Order status changed
  Order Status: Refunded
  
  

• Initial Complaint

  12/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on November 29th and my debit card was charged. As of December 12th no action has been taken on my order despite the website promise of a faster turnaround for outgoing shipping. I have made dozens of attempts to contact this company via the phone number on the website and the email contact form. Chat assistance is disabled and no one answers the phones. EVER. No calls back after numerous messages left. At this point I really just want to cancel my order and get my money back but I cant contact anyone at the company.

  Business response

  12/13/2021

  *******,

      Thank you for your multitude of phone calls with voice messages which have been converted to emails on Saturday December 11th. during non business hours. In addition thank you for your numerous disparaging posts on our ******** pages.

   

  1. You have a new voicemail
  ***************************** ********************* ** ** **** ** ***************************** ** ***** ****** ** ************* *** ******* ***** ***** ****** ******* * **** * ****** ** ******** *** *** * ******* ****** *** **** ***** **** **** **** * ******* ***** * ******* ****** *** ********* * ***** **** ***** *** * ****** **** ** ******** ** *** **** ****** *** ****** ** ***** ********** *** ****** ** ***** *** *** ******* *** **** ******** *** *** ***** ******* ***** ** **** **** ***** ******* ** ** ********** * **** *** ******** *** ** **** *** ***** *** ******* ** *** * **** ** ***** ** ********* ***** * **** ******* ** **** ** ***** ** ***** ****** ** ************* ****** **** ** ***** 

   

  7 minutes later your 2nd phone call and voice mail.

  ***************************** ******************** ** ***** ****** ** ******* ** **** ** ****************************** * ****** **** ***** ** ******** ** *** * **** **** **** **** ******** ** ******* *** *** ***** *** ****** * **** * ****** ******* ***** ***** ** ***** ** *** ** ** **** ** ********** * **** **** ** ******* *** ****** ******** ****** *** **** * ********* ** * ****** *** * ******** ***** ***** ** ******** ** ***** **** ** **** ** **** **** ********* ******** ****** *** **** ** ******* **** ********* ************* ** ***** ****** ** ******* * **** * ******** ***** ** ***** *********** ********* * **** ******* *** ****** ******** ****** ** **** ** *** ***** ** ********* ** ***** ** **** ******** **** **** ******* ******

  1 minute later .

  Voice mail #3

  ello my order number is ******. I have made several phone calls and left
  several messages because my order has not been filled since November
  29. Call me at ************. This order needs to be filled immediately
  and shipped immediately as per the information on your website or a
  lawsuit will be filed for fall advertising. Order number is ******. My
  phone number is ************. I will be following up on this. If you do
  not follow up on this immediately.

   

  Next was your 13 ******** postings, to intentionally do harm to us. You have been reported to ******** for your violations. 

  I did speak with our Matala distributor whom had your order dated 11/30 for shipping, the item is delayed in transit in CA.  I have cancelled the order and issued your refund of $55.00

  This just may be another self promotion for ***************************** in the adult modeling industry.

  ***********************

   

   
  

   

   

*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. ↩