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Been trying to return an engine to Mario's Trains and I am getting terrible service because he is not returning my e-mails or phone calls. Bought an engine in August 2021 and found out due to the sound box on the RS-3 it will not traverse thru my switches. Needless to say I was out of town on our 51st anniversary celebrating because we could not do the 50th (covid shutdown) When I got home and tried to call and return engine I had to leave a message 3 days in a row as well as detailed e-mails. Finally here we are way past the return date and Joe said he would get back to me the same day. Well it is now 3 days later and I still don't have authorization to return the engine. I'm not a happy camper and now I read in their literature that I will have to pay a heavy restocking fee because I did not get it back in time (their fault for not returning phone calls or e-mails) I'm also leaving town again with my bride of 51 years still celebrating with her what we missed during our 50th anniversary. It's been way too long to get a reply to ship it back. Very disappointed in Mario's Trains and have lost my faith in buying online now. This has been a Terrible experience.
Congrats on the wedding anniversary - 51 years is quite an achievement. Hopefully something can be worked out for a satisfactory resolution to the issues with Mario's trains.
Pennsylover
Hi Lary
If you don't hear from them by the weekend, I'd try contacting the manufacturer.
Sorry to hear this story. Hopefully, there is a good explanation. No customer should ever go through a situation like this. Please keep as posted.
@Penn-Pacific posted:Hi Lary
If you don't hear from them by the weekend, I'd try contacting the manufacturer.
Why? There doesn't appear to be anything defective with the engine, just won't work on the layout setup. Mario's should be better at getting back but give them a break, you don't know what's going on in there life given the current world conditions. They are a forum sponse and I'm sure they will make this right. I imagine that as long as the attempts to return the engine can be documented the restocking fee would be waived, but on the other hand maybe not, since he is returning an engine, not because it arrived defective, but because it doesn't work on his particular set up. If the engine was something in stock then the re-stocking fee is uncalled for but if it was a special order, then maybe it applies...that's why you should read the terms and conditions when you buy on line.
