Martin and MacArthur Enterprises, Ltd.

Aloha ***, Mahalo for your communication about your wife's purchase at our store at the *** Waikiki. Allow me to start by letting you know that I sincerely hope you and your wife are doing well and that her health is well. I followed up with our retail te** about this
transactionI'm happy to inform you that we will most certainly provide a refund to your credit card for the items your wife purchased on April 22, 2015. I understand that you have all of these items in your possession, except for a Koa bowl which was not delivered We will gladly refund your credit card the full **ount of the purchase when all of these items, except the Koa bowl, are returned to us at our office at Kahai StHonolulu, HI The craftsmen of Martin &**p; MacArthur have been creating fine Koa furniture and accessories in Hawaii for over years. We are honored to support over local craftsmen throughout Hawaii who create beautiful works with their hands. We take pride in supporting our community and working with wonderful patrons such as yourself. All of us at the Martin &**p; MacArthur ohana wish you a joyous holiday season full of peace and happiness. Personally, I look forward to another opportunity to serve youThat would be my utter delight.Fondest mahalo,Michael T**President *** ***
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Revdex.com:
I am not happy with the response from Martin & MacArthur (complaint ID ***) as it contains factual errors and refuses to admit inherent defect in its wood materialFirst of all, I contacted *** at *** watch (the manufacturer) in July via phone and e-mail as specified by the warrantyAfter I got a negative response, I later decided to pursue this matter further by contacting the Martin & MacArthur store manager, *** ***, who sold me the watch, when one day, I remembered her words to me that she would help me with any problem with the watchSecondly, I take great pride in taking excellent care of all of my possessionsAnyone can see that the crack in the wood case IS NOT due to misuse, neglect or physical trauma since there is no physical evidence of scratch, scrape, dent, chip, or discoloration anywhere on the watch or band! However, as a gesture of goodwill, I am willing to give Martin & MacArthur a chance to make good on its offer to repair the cracked wood caseIf Martin & MacArthur is able to repair the watch to satisfactory condition, then I will not pursue further actions
Sincerely,
*** ***

Aloha,
We at Martin & MacArthur have previously received images from Mr*** regarding his watch and have, along with the manufacturer, concluded that the damage to the watch case did not happen from "use" nor was it a defect issue. Furthermore, the warranty on our Martin
& MacArthur Wood Watches by *** DOES NOT cover the case or the links. The limited warranty only covers the movement, or the mechanical components of the watch. Restrictions do apply as the warranty is voided if the watch is not serviced at an authorized watch repair shop. We would also like to point out that Mr*** claims that the damage happened within weeks after purchasing the watch in March of 2014, perhaps hoping that time frame would qualify it for service under warranty. However he did not bring the issue to our attention until February of 2015. Regardless, as stated above and explicitly in our warranty booklets, the watch case is not covered under warranty
Even though the damage to his watch case is not covered under warranty, as an act of good faith, we at Martin & MacArthur will be happy to facilitate the repair of his watch at no cost to him aside from shipping. Mr*** would have to ship the watch at his own expense to Martin & MacArthur, *** *** *** *** *** *** Attention: *** ***, Vice President of Retail. We will have the watch case repaired and the watch sent back to him, covering all costs from the point we receive the watch from Mr***
We hope Mr*** finds this to be a satisfactory solution

We actually already had replied to [redacted] at 1:57 p.m. on May 13, 2016, indicating our agreement to refund her purchase.  We are not sure why [redacted] sent this note to the Revdex.com if we already agreed to refund her purchase.[redacted]...

[redacted],We will move forward with the refund that you have requested.  A check for $359.63 will be cut and mailed to you.Please confirm that this will be satisfactory to you.Regards,[redacted]

Aloha Michael, Yes, very much so and thanks again for your understanding and letting me return the items my wife purchased. Happy Holidays.    Mahalo, [redacted] 
[redacted] 
**   [redacted] 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]