Marlo Home Furnishing's Inc

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Complaint: ***
I am rejecting this response because: I have not received a refund check I went into the store (which I was required to do) on Friday, October 17, in order for Marlo Furniture to cancel my order and I was told that the order was being cancelled and the executive office would be issuing a check I was also told that since I had written personal checks ($and $1,which they had cashed), Marlo Furniture would have to issue me a check and it would take up to days I have not received a refund check ($1,587.95)
Regards,
*** ***

Legs were ordered and installed by technician

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Complaint: ***
I am rejecting this response because: I received a mumbled phone call on 8/14/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-weeks before it got to the US. I was willing to pick up another part on 7/and 7/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 againI am still requesting a discount of $on the bed for the damaged headboard (cost of the headboard was ($199.99) and $which I paid for delivery and set upThanking you in advance!
Regards,
*** ***

*** *** called, complaint has been resolved, she did recieved her refund**

The customer originally claimed that they were delivered the wrong itemsUpon further inquiry, we discovered that the merchandise was not the wrong setWe confirmed this multiple timesHad we delivered the wrong set, we would have corrected the issue

July 29, Dear *** ***,The customer had submitted photos to the Service DepartmentAfter a thorough examination, the Service Department came to the conclusion that the merchandise became damaged due to customer usage and not because of the manufacturing defectAs a
result, the Service Department will not be further considering this case for repair by a service technician.Best Regards,

We purchased some furniture, unsure of if it would fit in our new apartment and the sales person assured us that we could easily cancel and should just call him within hours if we needed to cancelAfter letting him know the next day (Saturday) I called the store Monday to make sure it was taken care ofThey told me then that I needed to come into the store to cancel and when I inquired about the hours policy given the store was likely closed due to the storms they claimed the store was open both Sunday and MondayAfter requesting to take care of it in another location that was more convenient, and being refused, I drove an hour out of my way to the Rockville location to take care of itWhen I arrived within business hours (7pm, they were supposedly open until 9pm), the store was closed and the parking lot not cleared from the stormTheir customer service was unwilling to help cancel the order over the phone or via their other store and repeatedly denied having said the Rockville location was openThis will result in another trip an hour out of my way tomorrow to deal with what the salesperson claimed would be a simple cancellation process

This has been the absolute worst customer service experience I have ever hadThis company is inept, and unorganized with the worst customer serviceI ordered a mattress, love seat, and chair from this company in early OctoberThey were aware of my modate to my new apartment which was on November 7, The lady who ordered my furniture let me know that all my furniture would be arriving on my delivery date, except the chair which would take a few weeks longerI understood and was fine with thatAbout a week before my move in, the lady at Marlo called and said my couch wouldnt be arriving by my move-inI was frustrated and wanted to know whyI went to Marlo in Rockville and they called the warehouse, and then she told me she worked it out and it WOULD be arriving November 7thMy move in date arrives, the truck drivers tell me they are outside and ready to deliver my stuffWhen I go down to meet them, they ask me if customer service called meI replied "no" very confusedThey proceed to tell me every single piece of my furniture has been damaged besides my box spring, which is all they broughtI find this ABSOLUTELY UNACCEPTABLENo one called to tell me this was the caseThey call a lady, and I speak with her and she tells me she doesn't know what happenedThis makes me even more frustrated because NO ONE could tell me what happenedThe truck drivers dump off my box spring, no empathy or anything and leaveI'm making phone calls to regency furniture, only to be placed on hold TIMES, and no answers from ANYONEI get a call hours later from a lady who said my furniture just didn't get loaded on to the truckI have so many questions and she was EXTREMELY vague and just said my furniture would arrive at my apartment Monday November 9th in the morningI ask her why don't the guys just drop it off today? She proceeds to tell me they just dont have timeAt this point, i'm extremely frustratedNo apology or anything from Regency Furniture, and lousy customer serviceMonday rolls around and I get a call AM saying they don't have my mattress in stockThis was the most frustrating thing i've ever experiencedI immediately go to Marlo's in Rockville as soon as they open and explain to the manager my frustrationsHe makes some phone calls to Regency and proceeds to tell me.."I was never getting my furniture delivered to me today" Regency and Marlos LIED to me about my deliveryThey never intended on coming because they didn't have anything to give to meThey tore my couch trying to put it on the truck and they never had to mattress in stockThe manager at Marlo didn't offer to make it rightI told him cancel my order IMMEDIATELYThe thought of this company makes me sick to my stomachI am an easy person to work with, but I've been lied to so much by a company that I had to make my frustrations knownThis company needs to be reported

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Complaint: ***
I am rejecting this response because:
I have pictures of the rail that shows the missing screw that resulted in and put pressure on the rail that caused the break. The picture also shows where another screw/bolt is missing from the bottom of the "trundle bed" base.Unfortunately, I cannot get my camera phone to act accordingly; however, I will save to an SD card and upload later
Regards,
*** ***

Terrible customer service and disappointing qualityThey forgot our mattress when they delivered our bed -- at the time we told the delivery guys not to set up the new bed since we wouldn't be able to sleep on it without the mattress (We were going from queen to king)They told us they could put it together when they came back with the mattress A week later the exact same guys came back with the mattress and they said since we denied service the last time they wouldn't set up the bed this time When my husband called the help desk they first tried to tell us the delivery guys weren't qualified to put the bed together When my husband explained that they were the exact same guys who delivered it the first time, the story changed to they didn't have time but they would send someone else out immediately We never heard anything from the company ever again, and just put it together ourselves As we assembled it we saw the chips, paint drips and dents in the woodAltogether a terrible experience and horrible customer service

We apologize for the delay in the merchandiseWe have ordered a new piece for the customerShould the customer choose to recieve the new set, it will be brand new in good conditionIf the customer does not wish to wait for the new set, then they can cancel the order at the store

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Complaint: ***
I am rejecting this response because:I have received an authorization letter for Full Replacement of the damaged side rails from *** Warranty*** Warranty refers to ***-Marlos in its letter dated February 10, as the party responsible for providing the replacement rails via the issued Full Replacement creditMarlos Customer Care seems unable to understand the nature of my request and respond appropriately despite a claim # from *** Warranty and references to the Warranty #, Original Invoice #, and additional referencesWhen I called, I talked to a ***-Marlos representative who does not seem equipped to find the claim # and provide resolutionUpon requesting a manager, they communicated that none was available to deal with my issue
Regards,
*** ***

July 29, Dear *** ***,We apologize for the delay in merchandiseWe ordered the dresser as soon as the customer made a complaint about it and discovered it was damagedThe dresser is scheduled to come into our warehouse on August 17, Were aware that this is a long
timeThis furniture only comes in containers so we cant order items for this set piece-by-piece as we would some of our other products.Best Regards,

I have purchased a king size bed room set & mattress from Marlo Furniture.I got defective furniture and I have called the customer service for delivering defective furnitureThe delivery team did not fix the bed frame properly and there is huge gap between the frame and the head boardAlso delivery team did not do the nailing properly for the bed frameDue to this one night the nails have come out of the frame and the bed slid on to one side causing sudden jerk while I was asleepDue to this I started having neck pain and back ache since and the pain has developed to severe neck, shoulder and back painI am not getting proper sleep due to this bed and is causing mental stressBoth bed frame and mattress are saggingI have been telling the customer service that I am getting back pain and they are not at all taking any actionBecause of their negligence I have been facing medical issuesReally they have a worst customer service I ever had

Parts have been ordered for the customer's damaged merchandiseWe hope that, once received, this assuages any issues pertaining to the items

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Complaint: ***
I am rejecting this response because:
I am rejecting because I have paperwork with invoice number ***, date of sale 2/26/total amount With a worry free year warranty if not usedI never used it, *** fax copies if you provide me a fax number
Regards,
*** ***

Customer's chaise was canceled and funds sent to another invoice which was delivered on 12/13/We hope the customer can now enjoy their new furniture

The Service Department has determined that the table is not defective, but may be a bit wobbly because of the way in which it was designedThis is not a defect, but rather, the way the table was designedUltimately, the Service Department found no damage that wasn't able to be fixed

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Complaint: ***
I am rejecting this response because: - Marlo sells furniture with "inherent issues"
- Marlo is unable to guarantee that exchanged furniture will be damage-free so I will not agree to an exchange
- My repeated attempts to resolve this issue has taken more than months
- I don't wish to reselect new couches from Marlo
I am requesting a refund, in full, for both the sofa and loveseat They are available to be pickby Marlo immediately.
Regards,
*** ***

Based on the information provided (name, address, telephone), we cannot find the customer in the systemIf at all possible, we'd greatly appreciate an invoice number or telephone number used on the account. That said, we do apologize for the curt nature of the agent's discussionOnce
we can, we'll happily look into it as we expect all of our agents to uphold courtesy.Unfortunately, based on the summary, we cannot refund 30% of the total back; we can certainly offer a gift card, though