Martoffes StoreReviews of martoffes.com

Response from Martoffes StoreSep 15, 2026

Hi Donna, We are sorry to see this review, and we would like to clarify the situation for anyone reading it. You ordered the Mercedes-Benz G-Class 2019–2022 phone holder, which matched the model/year selected in your order. After you contacted us and sent photos of your 2021 G-Wagon dashboard, we discovered that your particular full-width screen configuration did not have a suitable edge for the screen-base version to attach securely. We explained that the buckle-base version was the compatible installation option for your dashboard. We then tried to find an easier solution for you, including offering a free replacement without requiring you to return the original product. When you preferred a refund, we eventually provided our China return address. We acknowledge that our responses during this process were slower than they should have been, and we apologize for that. In the end, we went further and issued you a full $38.97 refund without requiring you to return the product at all. You also told us by email that you would submit your review, “good or bad depending on the refund.” The full refund was completed, so we were genuinely surprised to see a 1-star review stating that we would not provide a refund. Of course, you are free to leave whatever review you feel reflects your experience, but we believe it is important that the complete outcome is also clear: you received a full refund and were not required to return the item. — Martoffes Support Team

Response from Martoffes StoreSep 15, 2026

Hi Mark, We are sorry to hear that you received the wrong version. We checked our support records and could not find any email from you regarding this issue. If you had contacted us, we would have been happy to send you the correct EV6 version free of charge. Please contact us at [email protected] with your order number and, if possible, a photo of the item you received. We will check it and arrange the correct replacement for you. We are always willing to fix a problem when a customer contacts us. — Martoffes Support Team

Response from Martoffes StoreJul 28, 2026

Dear Chantelle, We sincerely apologize for the frustration and confusion caused during this process. Your original order arrived without the vent clip due to a packing mistake on our side, and we acknowledge that resolving the issue took longer and involved more back-and-forth than it should have. We initially requested photos to confirm the missing attachment and determine the correct solution for your vehicle. The partial-refund offers were provided only as alternatives in case you preferred not to wait for the missing part. They were never intended to avoid our responsibility to complete your order. The missing vent clip was shipped to you free of charge and has now been successfully delivered. The shipment can be verified here: https://www.gofo.com/us/track?searchID=GFUS01061214386752 We also recognize that asking you to update your review before the replacement was delivered was premature. We should have waited until the issue was fully resolved. We are sorry for the inconvenience, but we are glad that the missing part has now arrived and your order has been completed. Kind regards, Martoffes Support Team

Response from Martoffes StoreJun 23, 2026

Dear Melanie, We are sorry for the inconvenience you experienced. After investigating the issue, we confirmed that your original package was unfortunately lost during transit. While we use GOFO Express, a premium shipping carrier, package losses can occasionally happen with any shipping company. As soon as we became aware of the issue, we shipped a replacement package at no additional cost. The replacement was successfully delivered under tracking number GFUS01052738066882. We also reached out to you after the successful delivery and kindly asked whether you would consider updating your review to reflect the final resolution, but we did not receive a positive response. We always stand behind our customers and take full responsibility when shipping issues occur. We apologize again for the delay and appreciate your understanding. Kind regards,

Response from Martoffes StoreMar 24, 2026

Dear Keanu, We are sorry that the original phone holder did not fit your vehicle as expected. As soon as you contacted us, we worked with you to find a solution and shipped a replacement free of charge. According to our records, the replacement was successfully delivered and received. After confirming the delivery, we kindly reached out and asked whether you would consider updating your review to reflect the final resolution, but you declined to do so. While we understand your initial frustration, we believe it is important to note that we honored our commitment, provided a replacement at no cost, and successfully resolved the issue. If there is anything else we can assist you with, please feel free to contact us. Best regards,

Response from Martoffes StoreFeb 24, 2026

Dear Lindsay, We’re very sorry to hear about your experience and truly regret the inconvenience caused. After reviewing our email inbox, we were unable to find any prior claim or contact from you regarding the fitting issue. As part of our customer service policy, we always work to resolve problems and provide the best possible solution whether that means troubleshooting, sending a replacement, or issuing a refund when applicable. Following your Trustpilot review, we reached out to you by email to assist further and offer a corrective solution, but we have not yet received a response. We fully respect your feedback and appreciate you taking the time to share your opinion. Our team remains ready to help resolve this matter please feel free to reply to our email anytime so we can make things right for you. Kind regards, Martoffes Customer Support Team