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Marlo Carpet & Rug Gallery

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Reviews Marlo Carpet & Rug Gallery

Marlo Carpet & Rug Gallery Reviews (4)

Review: I purchased a "queen size [redacted] firm queen mattress" for $1,359 on 6/25/2013. The mattress came with a 25 year warranty. Within the first year the mattress began to lose its firmness and the center began to sink in, making it uncomfortable to sleep in and causing back pains after it's use. I submitted a claim with the company but they have denied my claim and refuse to service the mattress or replace it. The "25 yr warranty" is of no use when the product is defective within the first year of use.Desired Settlement: I would like an exchange of this mattress for a new one.

Review: Purchased loveseat and sofa and warranty on Jan 2013. Did not use the products until June 2013 when we moved into a new home. Immediately noticed down feathers continuously coming out of the cushions. The feathers scratch the skin and create a mess; they look like lint and fall all over the floor. My grandchild cannot sit on the furniture because the feathers poke and scratch the skin and the surrounding area must repeatedly be cleaned. First called our warranty program- was told that nothing could be done because warranty only covers damage that the consumer is responsible for. Contacted Marlo about the problem in July 2013. Was told their policy is that the customer must inspect the product within 72 hours for any defects. However, upon general inspection this defect cannot be detected. The feathers come out more and more as you sit on the couch and loveseat. Was told I could contact customer service by email describing the issue and sending photos so that a judgment could be made. No reply. Resent the email 4 times over the next several weeks. No response. Called Marlo again and was told to call Elizabeth in the Services department. Called her on 8/29/13 and several times after that. Never received a response.Desired Settlement: I would like to return this defective pieces of furniture and receive a refund of the amount that I have already paid towards the products and be released of my obligation to pay for any remaining balance.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: On April 19th 2014, a purchase was made for furniture at Marlo Furniture in [redacted], MD. At checkout, we originally scheduled the delivery of furniture to take place on April 23rd and were told that no one needed to be physically present in the home for the delivery, but they just needed to be let in. I asked to confirm that was the case and was ensured that I did not need to be home. I called the leasing office of my apartment to confirm that they could be let in to the apartment before finalizing delivery. On April 22nd, I received a call from their customer service dispatcher to confirm my address was correct and to make sure someone would be home to accept the delivery. I informed the customer service rep that I was told I did not need to be present for the delivery but she told me that I did or else the item would not be deliveried. When I asked what time the delivery would take place, she said between 11am and 3pm. When I asked if the delivery could take place later in that time frame, or that evening, she said no and that the time given was the only time they could do it. When I asked to reschedule I was told that there would be a $140 charge because the furniture was already on the truck and if I wanted to avoid that fee, I would have needed to reschedule 72 hours in advance. Calling me less than 24 hours in advance to confirm details of a delivery is too short of a time if 72 hours are needed to avoid a penalty. I initially told her to cancel the order and I would pay the outrageous fee, which for some reason needed to be paid in store before a new delivery date could be set. I later called back to customer service a few minutes later and spoke with another representative and informed her that I would in fact be present in my home during the delivery time and the delivery did not need to be canceled/rescheduled.

As I left work early to make sure I could arrive to my apartment in time, I had a voicemail from Marlo an hour before the proposed delivery window stating that my delivery had been canceled because they could not get a hold of me and that I would need to reschedule. After calling them back and waiting over 20 minutes on hold for a customer service rep, I hung up and decided to go back to work. When I got off work that afternoon, I called Marlo back to reschedule and they agreed to reschedule for Saturday April 26th at no additional cost. I told the customer service rep that I was moving into the apartment that morning, and needed the delivery to occur later in the morning or afternoon. She said that I would get a call on Friday the 25th with more details of my delivery. The call I got on Friday stated that the delivery would occur between 8am-12pm. I told the customer service rep that the time stated would not work because I was going to be an hour away from the new apartment packing so I could move. I asked for a later time and she said that was not possible without me rescheduling and paying the $140 fee. After some discussion, we had agreed that the driver would call me an hour before arrival to give me adequate time to make it to the new apartment for delivery.

Saturday morning I get a call from the delivery driver at 9am saying he was 30-40 minutes away. I told the driver that I needed an hour's notice to arrive in time for the delivery but there was a language barrier issue that resulted in him not understanding me. I told him that I could not make it in 30 minutes but he continued to tell me he would be there and hung up. Right after that, I got a voicemail from "Marlo dispatch" that a driver was 30-40 minutes away. I was able to find a friend that would accept the delivery for me while I continued to pack, and tried calling the delivery driver to tell them that. After three calls, I continued to get no answer from the driver. I tried calling the dispatch number that had called me no more than 15 minutes earlier that morning and I received a voicemail that the office was closed. After not being able to get a hold of a driver or dispatcher, I went back to packing instead of sending someone an hour out of their way if the driver wasn't there. Around 9:45am the driver called and stated he was outside. Again, with language barrier issues, I told him that I was not home but could send someone there, but it would be about 40 minutes before they got there. He stated that would not work and he called the Marlo office. A few minutes later, he called me back saying he could wait 30 minutes and 30 minutes early, before he would leave. I told him I could not feasibly get someone there in 30 minutes, but would in 40-45. He continued to not understand me, told me I needed to call Marlo to reschedule and hung up on me without choosing to wait for someone to arrive.Desired Settlement: After multiple attempts to reschedule delivery, bend my work schedule to conform to theirs, failed deliveries and attempting to have friends accept the delivery on my behalf, I am no longer willing with work with Marlo Furniture for a simple issue that could have been resolved when I first placed my order. I am asking for the cost of the furniture and aftermarket warranty to be credited back to my credit cards, with no additional fees to be assessed. I will be taking my business elsewhere.

Review: I ordered a dining set from Marlo Furniture in Laurel on 11/10/2014. The furniture was delivered on 11/15/2014. The delivery men also set up the furniture as is the typical service. The table seemed to be fine before they left. I did not touch it while they were there. Within 5 minutes of the delivery men leaving, I tried to move the table closer to the wall of the dining room (so I could create a walkway as they had set up the table right in the middle of the room). The glass table shattered. I called Marlo immediately and sent them photos of the table, zooming in to the legs of the table which clearly showed that the table had not been properly set up, causing it to fall as soon as I touched it. Marlo has since informed me that because I moved the furniture, they are not culpable. I also purchased a year warranty for the furniture at an additional $140. I have since them called the warranty provider who informed me that this is a manufacturing/delivery issue and they are not culpable.

I should not be stuck with the responsibility for something that was clearly not my fault. The photos I sent to Marlo clearly showed that there was an issue with set up. Any furniture store should be able to back their products...and my attempting to move my furniture should not result in a breakage.Desired Settlement: I would ideally like to have my table replaced or to be reimbursed.

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Description: Carpet & Rug Dealers - New

Address: 13450 Baltimore Avenue, Laurel, Maryland, United States, 20707

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