Rod's Auto Repair

As per manufacturing protocol, we will not immediately replace the furniture until we've at least inspected it and made an attempt to repair it back to manufacturing specifications

We informed the customer that we will repair one of the damages he reported by sending a technicianThe other was not reported until over hours after the deliveryWe cannot confirm whether or not that second damage was a manufacturing defect or the cause of an accident in the customer's home Therefore, we denied the second claimThe customer proceeded to verbally abuse our representatives once we informed him that we'll only repair the first damage and not the second

We are aware that the customer is claiming discrepancy in the mattress size and are investigating the matterWe have scheduled a technician to go and inspect the mattresses in person so as to determine whether or not this is the correct mattress setIf the customer would like to bypass or expedite this process in any way, we encourage them to send us pictures of the mattress to [redacted] (addressed to [redacted] from Customer Service)Having seen the pictures which had been submitted, I could not get an accurate sense of the mattress discrepancy because the mattress was covered with sheetsIf the customer could send us pictures of the mattress from the footboard's side (so bottom-facing) as well as pictures of the two mattresses' sku numbers, it could help speed up this process greatly.We thank the customer for their time

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because :I have been waiting on them since April to replace the damaged drawerThey have already sent a guy here with a magic markerThey didn't mention the broken slant for the dresser that held the mirrorthe last time I spoke to their representative I was told I would be receiving a call back the next day and it has been weeksI'm not asking for much All I want is my money worthI refuse to settle for less when I bought what I thought was a Brand new bedroom setThe damage was what their workers did upon delivery and the broken slant was done prior to me receiving my order because tey tried to hide the split with wood glueI just want to be made whole, if you can' do that , give me my money back Regards, [redacted]

We understand the issues the customer is having with the merchandiseWe will discuss how to mitigate the issue with the service department and contact the customer once we receive a decision

The parts were ordered and meant to be left at the customer's homeOnce the parts arrive, the technician installs themTherefore, the customer needs to call our service department to facilitate a time to have the parts installed

The customer made the deliberate choice of picking up the merchandise because they did not want to wait for the deliveryWhile we apologize about the ordeal, we did not force the customer to pick up the merchandiseConsequently, we will not be issuing any refundsIf the customer would like to report any manufacturing damages, they must call the customer service number provided at ###-###-####

Upon review of the complaint, we have found that the merchandise is correctIf the customer is adament that this is the wrong piece then the should contact me at [redacted] (please include invoice number in message title with ATTN marked to Salem)If possible, the customer should send pictures of the damaged merchandise so that we can better as the issues

That's not a "generic message" we give to everyoneIt was restating the technicians's conclusions based on his expert observation

The customer did indeed receive a free deliveryThe additional $is the sales tax

Upon conducting a second review, we have decided to replace the chestWe called the customer and left a message regarding the exchangeThe customer can call us during business hours at ###-###-#### to schedule an exchange for the brand new chestWe hope this satisfactorily resolves the customer's concerns

Unfortunately, the service department could not confirm whether or not the damages had been done during delivery or whether it was like that during the purchase (these are floor model items and as such, they're sold 'as is.' Therefore, we will not be servicing the merchandise

[redacted] Complaint: [redacted] I am rejecting this response because: one I made the claim the same day the deliver dropped off the furniture and ran off so the response is nullSecond have already tried to contact Marlo and they keep giving me the run around so their response is null again Regards, [redacted]

Our general manager, Lee Anne, informed the customer that we'll service the merchandise (despite the fact that we found no manufacturing defects according to the description the customer provided).With regards to the accent pillow, we have placed an order for one and will be able to provide the customer with one as soon as we have it in our warehouseWe appreciate the customer's continued patience

As we've already stated, we will make an attempt to repair this furniture to its manufacturing specifications*If [redacted] the customer is not satisfied with that, then we will replace, but we first have to make an attempt

Customer is scheduled to receive the delivery tomorrow, 11/

The peeling reported by [redacted] is being reviewed by the factoryTo have this issue within a few months of having the merchandise is alarmingWe are awaiting a response from the factory to determine if this is a manufacturer's defect or if the customer may have caused this

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I've been in communication with the warranty company and I'm aware that accidental damage warranty doesn't cover this damagePer the warranty company this is not accidental damage, it is manufacturer damage thus the reason I'm contacting MarloBesides, how does leather peel anyway? And, because Marlo has undergone different ownership shouldn't effect me as the customerThe new owners also incurs the old business issues Regards, Dorinda Bowers

The customer has rejected our attempt to repair the furniture, so we offered to exchange it for new merchandiseThe customer has now refused this exchange despite it being their initial requestWe will cancel the merchandise, and we will not charge any cancellation/restocking feesHowever, we will charge as payment for the delivery team that has to go out and pick up the merchandiseIf the customer does not wish to pay this pifee, they can also return the merchandise to the warehouse in Brandywine, MD

Complaint: [redacted] I am rejecting this response because: I don't need refund since GBS has agreed to fix our issuesMy complaint is against the employees at Marlo who are not equipped to handle difficult situations and instead chooses to be combative and unprofessional with their handling of such situationsRegards, [redacted] ***