Rod's Auto Repair, Inc.

[redacted]
 [redacted]
I am rejecting this response because: Store employee DID NOT give me [redacted] statement. The whole document they gave me was sent to you before.I never got the [redacted] statement. Regards,
[redacted]

[redacted] purchased her merchandise on 4/31/2014. The items were delivered on 5/19/2015. She signed she received all of her merchandise in good condition. She contacted customer service on 5/13/2016 to report she had a chip on her chair. We allow customers to report damaged merchandise within 72...

hours of having it delivered. [redacted] is reporting damage almost one year later. Unfortunately, we will not be able to repair her merchandise. She may call the 5 year protection plan GBS and explain how the damage occurred. If it was an accident caused by the consumer, and the finish has been penetrated, they should cover the repair.

[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 the exchange of the sofa and loveseat with new factory made items at no additional cost to me to be acceptable.  I also accept the repair of the two end tables.   Thank you.
Regards,
[redacted]

We understand that the customer has other concerns outside of the casings issue; however, the service department has deemed those not to be manufacturing defects.

Unfortunately, a technician's report showed that the damage was not a manufacturing defect. Therefore, we cannot replace the furniture under the manufacturing guidelines.

We will exchange the sofa but not the loveseat.

Customer's parts have arrived. We've called the customer and informed them that they're ready.

The GBS warranty covers accidental damages that occur and are reported within 30 days of their occurrence. Specifically, these damages include stains, scratches or cuts. This warranty is active for five years after purchase. If the customer does not use the warranty after five years, we can refund...

for a store credit.

The customer has rejected our attempt to repair the furniture, so we offered to exchange it for new merchandise. The customer has now refused this exchange despite it being their initial request. We will cancel the merchandise, and we will not charge any cancellation/restocking fees. However, we will charge 150.99 as payment for the delivery team that has to go out and pick up the merchandise. If the customer does not wish to pay this pick-up fee, they can also return the merchandise to the warehouse in Brandywine, MD.

Customer is scheduled to receive a tech visit to address the issues on October 3.

We understand that the customer has been patiently waiting to receive the rest of his merchandise since he was delivered the initial pieces on 1/16. Unfortunately, this was a special order item that comes in on a container only. Therefore, we had to wait quite a long time for the merchandise. We...

expect the final two pieces of furniture to come in on 3/25. Once they're in the warehouse, we'll certainly let the customer know.

customer has been scheduled for 8/6/2015.

We sincerely apologize for the delayed merchandise. Unfortunately, some of the items were on back order from the manufacturer and therefore have taken longer to arrive than expected. The customer can reselect if they choose or receive a refund with no cancellation fees. If the customer chooses...

either, they have to go to the store in person to have them process the new purchase and/or cancellation.

Upon looking over the invoice, we have decided to replace the chaise as part of our customer retention program. The chaise has been placed on order and once it arrives, we will contact [redacted] and set up delivery whereby we will exchange the new chaise with the damaged one. We thank the...

customer for his continued patience while we work to resolve this matter and hope this resolution is satisfactory.

We apologize for any miscommunication that may have occurred during the purchase. The customer's invoice shows no coffee table on the order. It could very well be that the sales representative neglected to include that in the order. Nonetheless, the customer was certainly not charged for the coffee...

table. If the customer is still interested in the coffee table, they're more than welcome to make a separate purchase.

According to the technician's report, the damages reported were from customer usage and not manufacturing defects.

We did not find any damage of the merchandise upon inspection. This issue has been considered one of customer perception.

If the customer would llike to appeal the final decision made by our office, he can write to the board of directors at:Board of Directors (Lee Anne A[redacted])7900 Cedarville RoadBrandywine, MD 20613

[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:  The information that you provided is Not true.  Whoever gave that person "my understanding" is wrong and incorrect.  The fact (and not understanding) is that the order was canceled before you deposited the check, as per stated by your Marlo Representative(s), the next day,  The important issue is "Customer Services In Business".  Why would you loose, so far $6,328.00 over your $35.00.  I have a new house and have already went to your competition ([redacted] Furniture, [redacted] Furniture, etc...) to purchase furniture that you had the first opportunity to keep me as a customer.  You still have time to correct this small issue.  Learn from [redacted] Business Retail lessons.  I have already discuss this situation with my family and friends.  They can't believe it.  As they stated, again why a business loose $6,328.00 (and counting so far) vs. $35.00.  Unbelievable!!!     
Regards,
[redacted]
 
 a

[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:in the bottom of the love seat they pulled of the desk cover and replaced it, but on the sofa they patched over the middle of the couch as the pictures I sent in. There are hole in the seating area under the pillows on the couch where the metal is coming through it. I will not agree with what they are saying because I was sending pictures and they said they never got them. Again this couch should have lasted more then a couple of months for what it costed. Marlo you are the worst of the worst. I wrote on the paper the very day I received the set and I spoke to someone on the phone when they called to make sure no damage was done while bringing it into my house. Something was wrong with it.  This furniture was dry riot from the warehouse. It look to me you will not honor the standard that Marlo had in the beginning. Holes should not continue to come in the furniture that denotes that something is wrong. You could as lease have someone to come and see what you sold.
Regards,
[redacted]