Rod's Auto Repair, Inc.

We understand that it's taken quite a while for the merchandise to come in - as we are also waiting on it to come to our warehouse from the manufacturer. However, special order merchandise typically take up to eight weeks from the time they've been ordered to arrive. While we make every effort to...

expedite this process, there's only so much we can do until the manufacturer ships the merchandise to us. We thank the customer for their continued patience and we apologize for the delay. The furniture will arrive soon (scheduled to be delivered to our warehouse on 8/19) and once is does, we will certainly contact the customer to schedule a delivery to their home. Should the merchandise not come until September, we will offer a full refund.

The furniture has arrived in our warehouse. The customer has been scheduled to receive delivery from our warehouse on 9/12. We thank the customer for their patience during the wait period.

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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 I do not know where to get the letter.  The credit card service has ended, and the customer service phone in back of the credit card is no longer in service.  In the past six months,  Marlo had wasted plenty of my time and energy.   I do not want to waste any more time on this issue.  Now that Marlo agrees that the money should be refunded to me, they can just send me a check, and the issue will be solved.  
Regards,
[redacted]

[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], This is pending my response has been directly to the  service rep named Salem. I will be requesting the companies service dept inspect the tables and offer a solution to repair. Upon their assessment I will make my decision.
Regards,
[redacted]

The customer's invoice is cancelled. The process takes 3-7 days to go back onto the card. I am confident that at this point the customer has received a refund.

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your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I do not want the merchandise any longer. I don't want it at all, and I've spoke to Marlo a month ago and they told me I could get a credit. I don't understand why it's so difficult to understand. 
Regards,
[redacted]

[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]

If the customer wishes for a discount they can contact the board of directors at:[redacted] Brandywine, MD [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 Administratively...

Resolved]
 Complaint: [redacted]
I am rejecting this response because:  He states that he will follow up with the service department. I'm still waiting on his reply but you asked me to let you know if there wasn't a resolution by April 30th.Jen
Regards,
[redacted]

We can exchange the loveseat/sofa; however, we will service the tables, per customer service manager.

Complaint: [redacted]
I am rejecting this response because:  The complaint was made against the corporation not just the store.  Thereforethe response is unacceptable.
Regards,
[redacted]

I'd like to apologize for the tone of Kyla as well as the Service Manager as well as the indefensible time it took to call the customer back. My understanding is the following:- Customers are supposed to inspect the merchandise before signing that they are in "good condition" and driving...

home. - Customers who do find damage, are allowed to return the merchandise. In this case, because it was a pick up and not a delivery, the customer must return the item to the warehouse in order to have it inspected/repaired/exchanged. If the customer absolutely cannot return it to the warehouse, the customer can pay a pickup fee so that we can inspect/repair/exchange.The customer has refused to do this. Again, we'll happily look into the matter if the customer decides to bring this to the warehouse/pay for a pickup, as per protocol.

While we sincerely apologize for the delayed delivery period, we're glad to see that the customer has been able to receive their furniture. We certainly did not lie, as lying suggests intentional misinformation, which was not the case. We provided estimated delivery times. Nonetheless, we are happy...

to see that the furniture has been delivered. We will work to resolve the existing issues with the furniture as well as provide the customer with a $100.00 refund after the furniture repairs are conducted. We thank the customer for their 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 ONLY if they exchange the fireplace which Salem said may take 2-8 weeks.  I request the Revdex.com to follow up with me April 1st to confirm that Marlo's Furniture did what they promised to do. 
Regards,
[redacted]

I was indeed contacted on 10/10 and an exchange is set up for Saturday 10/14. I am satisfied with finally getting a response, my rep and I had not gotten anywhere at all. I will await the delivery on Saturday, hopefully this will resolve all my issues with Marlo Furniture, since I will not be returning to the store for any future purchases. 
[redacted]

The $35.00 fee was accrued after the customer canceled the merchandise. When the customer canceled, we informed him that we need 21 business days to produce their check. My understanding is that by canceling the check, we were penalized $35.00 because of the premature nature of the customer's...

canceling of a check on a canceled invoice. Obviously, we're not going to just randomly charge a customer after he had every right to cancel an invoice as he was within the 72-hour cancellation period.

[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 Administratively...

Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I received a mumbled phone call on 8/14/2015 from someone representing the store stating that the part had been in the store and I could come and pick it up after I filed this complaint when I had had enough and you contacted the company.  No apologies for not getting back to me nor contacting me, nor responding to my emails.  Since I have been down this road before and went into the store and picked up the part which they said came from a manufacturer and clearly it had not and  I told them while in the store that the part they were giving me would not fit and I was asked to try it and see.  I wiling took the part home (It was damaged and did not fit).  I then had to take the damaged part back to the store.  I was willing when I told them 30minutes after delivery that they had a part still in the truck and I would drive to pick it up and they never responded.  I was willing and did wait when they told me the part had to come from oversees and would take 6-8 weeks before it got to the  US.  I was willing to pick up another part on 7/24 and 7/27 and as stated when I called several times, sent a email and NO one bothered to respond.  Trust is now broken and  I am NO longer willing!  Since I no longer trust them I will NOT ever be stepping foot in Marlow Furniture and do NOT ever want to do business with them again.   I also feel like I was a victim of FRAUD since I opened a Marlow Furniture store account, I went into a Marlow Furniture store and my bed was delivered by Regency Furniture.  I was never told once that Marlow Furniture was now Regency Furniture which is a store I have never shopped in nor will I ever shop in since this is how they treat customers.  I feel Marlow Furniture should be taught a lesson and exposed for deceiving a customer and not doing business in the proper manner after they made  mistake.  This has been going on since march 2015, way too long and way too many stories for me to ever trust them again.I am still requesting a discount of $100.00 on the bed for the damaged headboard (cost of the headboard was ($199.99) and $191.20 which I paid for delivery and set up.Thanking you in advance!Regards,
[redacted]

[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]

The customer's merchandise was inspected and the repairs were made with the cracks. This was before the manufacturing warranty expired. As of February 2017, the manufacturing warranty has expired.

The reason the customer has to pay for a redelivery fee should they choose new merchandise is because the merchandise was not deemed to be damaged. Therefore, this reselection prompts new delivery fees.