Rod's Auto Repair, Inc.

We have serviced the damaged items and are waiting on the customer so that we can deliver the repaired merchandise. Everything is 100% up to manufacturing specs.

Customer has been scheduled to receive delivery for 11/8.

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assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:(1) I still do not have all of the merchandise ordered and paid for (now January 30, 2018)...still waiting for the Accent Pillow!(2) Marlo Furniture offered to remedy the side chair fabric flaw by informing me that it would be done by a third party, and that Marlo bears "no responsibility or liability for"Regards,[redacted]

We apologize for the inconvenience. We have spoken to the customer and refunded him the delivery fee.

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 Complaint: [redacted]
I am rejecting this response because: we were just told recently that there was not an actual date yet and that the merchandise was still overseas. This was probably the first honest response we have received.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The loveseat is schedule because I had to make 3 separate calls after I was promised I would receive a call which I never did. I was on hold for nearly 30 minutes while the latest rep spoke with the delivery department to get my loveseat delivered before Christmas. I need a call from someone who has authority over all this to discuss how we will be compensated. Company's comment stating we can discuss doesn't guarantee anything. I have been promised a call back by multiple reps so until I actually receive a call from someone who can take care of this and provide it in writing, I will not accept Marlo's response until I can get a hold of someone who can make this right.
Regards,
[redacted]

Our statement is the same as before.

Upon inspecting the pictures that the customer submitted, we found that the issues reported were perceptual and normal in nature. They were not the result of manufacturing flaws in the product itself. This is why the customer's initial claim was denied.

I just contacted the customer and scheduled a day to exchange the damaged merchandise with new pieces. We apologize for the delay and thank the customer for her patience. We hope this exchange satisfies the existing issues.

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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.
Regards,
[redacted]

At this point, we're willing to pick up the furniture and provide the customer with a full refund. If the customer would like, he can contact us and we'll promptly cancel the invoice and pick up the rest of the merchandise.

The customer's merchandise was adjusted at the store. The customer will receive a second delivery for the merchandise that has not yet been delivered yet. We apologize for any inconvenience and thank the customer for his continued patience.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

We are picking up the dining set from Ms. Jones on 5/31 and we will be issuing a refund of $224.19 and cancelling her finance contract.

We're aware of the customer's issues with the walls. We will be in touch with the customer regarding repairs.

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is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: the box springs are part of the total purchase and if there is a defect and under warranty, I'm not understanding why something cannot be done.  It is not clear to me why a company such as Marlos is giving us a hard time if product they sold is not in satisfactory condition. If in fact it is the box springs, the value of it is not expensive - just replace them to see if it corrects them problem.  I'm not convinced it's the box springs alone, I do feel like something is going on with the mattress, but not sure.
Regards,
[redacted]

Customer's complaint has been noted. As per our protocol, we repair furniture that's not immediately returned and bring it to manufacturing specifications. If that's not possible, we exchange. However, we understand that the customer claims he received it like this. In that case, we have notified...

the general manager to see what we can do. Once we hear back, we'll contact the customer.

We have been seeking to actively work with this customer and to resolve their concerns. Unfortunately, there has been some delay in response due to the holiday season. However,we expect the customer's issues to be fully resolved as soon as possible.

We usually go by the technician's guideline. If the technician examined and tested the furniture and then determined that there are no manufacturing issues, then we cannot repair/exchange using the manufacturing warranty.

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