Review: On May 25, 2013, I purchased a bedroom set from Marlo Furniture in the amount of $1260.00. The purchase price included a Queen headboard, footboard, rails, dresser, mirror, media chest and a 5 year warranty. Approximately two weeks after I purchased the merchandise, the media chest's second drawer caved in. I immediately notified the customer service department of the defective product. To my surprise, the customer service representative stated that I should have called and informed them two weeks ago upon purchasing the item. I informed her that the media chest drawer had just caved in and this was the reason I was notifying them. I also advised the representative that I also purchased the five year warranty and I requested a new media chest. The representative asked me to take pictures and send them to [email protected]. I took pictures and sent them as instructed but never heard from customer service again. On June 8, 2013, I went to the Marlo store in [redacted], VA, and spoke to the onsite manager, [redacted], regarding the problem with customer service. I showed **. [redacted] the prictures I had sent to customer service of the defective media chest drawer. **. [redacted] stated he was sorry for the problem with customer service and he would contact them directly the next business day and would call me back. I never heard from **. [redacted] again. I have called Marlo's several times to check on the status of my media chest. I called, June 8th, 21st, 28th and July 5th and 12th. Every time I call the representative states the media chest has been ordered but there is no date of delivery as of yet.Desired Settlement: I would a refund of my money.
Review: Purchaed a living room set in 2009 with a 5 yr warranty, if not used would get a store credit for amount paid for the warranty (299.00). now the time is up and no one want to honor the agreementDesired Settlement: Someone need to honor the aggrement
Business
Response:
May 29, 2014Dear [redacted], We have no record of this customer shopping with us under the address or telephone numbers provided. The closest match we have is a customer who purchased on [redacted] but not for the amount the customer listed. That customer has also already used their warranty, Its entirely possible this customer purchased under a different name and had since changed addresses. If thats the case, it would be very helpful if we can be provided with an invoice number used or telephone number used on the account. Thank you for your attention regarding this matter.Best Regards,
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:
I am rejecting because I have paperwork with invoice number [redacted], date of sale 2/26/09 total amount 2546.02With a worry free 5 year warranty if not used. I never used it, [redacted] fax copies if you provide me a fax number.
Review: Marlo Furniture delivered a bedroom set to my house after Tahnksgiving 2014. During the delivery we've noticed some minor damages to the chest and bed. The delivery personnel told me to contact Marlo and report it. We did. The next day we found out more damages to the bed/footboard. We contacted Marlo and sent the damage pictures to Marlo. Marlo informed that us they could not send someone until mid-January 2015. Finally, in mid-January Marlo sent a repairman, who repaired few items on the chest and side of the bed; however, he could not repair the damage to the foot board. He stated that Marlo will contact you in the soon.After no contact from Marlo, today, 2 February 2015 I called Marlo informing them that I did not receive a phone call from Marlo regarding my footboard damage that needs repair or replaced. Marlo excuse was that I did not report soon enough (72 hours) after the delivery of the footboard damage. To me this is an excuse basically not to replace or fix the footboard.Desired Settlement: I want Marlo to replace the footboard or repair it to look new.
Business
Response:
We sincerely apologize for the delay in response from the Service Department. The Service Department has been short-staffed lately which has contributed to especially long times for setting up service times for technicians to repair merchandise. Customer can rest assured that this is not stalling for the sake of making an issue go away. We will certainly respond to the customer within the next week with a solution.
Review: I purchased a living room set (couch, loveseat, chair) and a dining room set. The chair was delivered on October 12th with no arm rests. The delivery person called Marlo to discuss the issue and they said they would send the armrests out asap. One week later, after no communication from Marlo, I called again and the customer service rep said that I had to call the manufacturer to request the armrests. I explained the situation again and told them it was unreasonable to expect me, a Marlo customer, to find the manufacturer and request parts that should have been double checked by Marlo before shipping. The customer service rep said that she would call back with a solution. Another week passes with no communication from Marlo so I call again and ask for them to credit me the amount for the chair and arrange for pick up delivery. I cannot use a chair with no arm rests. I offered to purchase more furniture from Marlo with the credit and suggested they pick up the chair when they delivered the replacement furniture to avoid 2 deliveries. The customer service rep said that she would check on it and call me back. It is now 1 month later and no one has returned my call.Desired Settlement: I want Marlo to deliver the arm rests as promised and provide a cash refund of $200 (20%).
Review: I ordered two bedroom sets, a dining table and a coffee table, and when the delivery men arrived, one of the bedroom sets was damaged. The bookcase bed set had been dropped outside as they were bringing it into my home. The drawers were broken, and they didn't assemble it correctly. There are wooden pieces that have been chipped off, and they tried to cover it up with tape. I have called Marlo Furniture repeatedly and have sent them pictures of the damaged item, but nobody is answering me. They called me back and said they had to talk to their manager before doing anything, and would call me back by the next day, but nobody has called. I waited a week or two for them to call me back, and when nobody did, I called them again, and they said they would call me back by Monday. It is now Thursday, and I still have my damaged bed. We called them the same day as the delivery when we found out that they were damaged. It has been more than a month and nothing is being done about this.Desired Settlement: I would appreciate some decent customer service because no one has been helping me with this. I can't even put stuff in the drawers and get settled in because it is broken. It's been far too long and I just want a new bed set as soon as possible. An apology would be nice as well. This furniture wasn't cheap and I didn't pay for broken merchandise, so if they could understand that and help me, I'd really appreciate it.
Review: My mother purchased a bedroom set from Marlo Furniture store in [redacted] on 1/19/13 for my son. We were told at the time of purchase that the pieces were in stock. After the purchase was completed, I was told that one piece was not in stock and their policy was to send all furniture at one time(which is not stated in their contract). We were told that the furniture is guaranteed in 6 weeks. We never received the furniture in that time period. After the 8th week we called and was told that they would compensate us for the wait. The furniture was finally delivered the second week of March with one piece broken inside of the box. That piece was sent back and we had to wait another week and then that piece was finally delivered on 3/25/2013. We called and spoke with [redacted] and she said she was in charge of all decisions regarding compensation and offered the shipping fee back as our compensation. We advised her that she should do better because we were really inconvenienced. We were not satified and asked for her supervisor and she said she didn't have one. We continued to ask for someone else to speak with and she advised us again that she did not have a supervisor and doesn't answer to anyone in the company. She refused to accomodate us or give us, the customers any satisfaction. Also her tone was very nasty and she didn't have a problem raising her voice.Desired Settlement: We asked for a $200 compensation and that is what we feel is fair. We also would like for the Customer Service agents on the phone to tell the truth when a manager higher then them is requested. She refused us any other help. She said that she was the boss and there was no other person to speak with which we knew was not true. If she was the head of this company they will lose much money if she is in charge!
Review: Brought a Sofa Sleeper from Marlo on April 17 2014,Delivery date was on May 1 2014, July 10, notice the MATTRESS WAS DAMAGE THE Material WAS ripping up. On the Sofa bed THE WIRE HAS BROKEN, CALL CUSTOMER SERVICE, SPOKE WITH [redacted], I was told to send pictures to this EMAIL:Services@r[redacted]furniture.riz,On July 16, I was told nothing can be donePLEASE HELP OUT OF $863.00 DOLLARSsincerely your[redacted], MD [redacted]July 16, 2014Desired Settlement: A Refund or replacement!
Business
Response:
July 29, 2014Dear [redacted],The customer had submitted photos to the Service Department. After 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 defect. As a result, the Service Department will not be further considering this case for repair by a service technician.Best Regards,
Consumer
Response:
[redacted] called, companey has been talking to her about working on her complaint, Ic
Business
Response:
September 19, 2014We have sent a service tech. out as of /5/2014 to make further inspections and repairs on the furniture. Thus, the claim (and the warranty) have not been denied.
Review: I purchased furniture at Marlo in February 2014. In the original negotiation, I verbally agreed to purchase a warrantee at a price of $129.99. I decided I no longer wanted the warrantee prior to signing final paperwork. I never signed a document stating I wanted the warrantee. However, I was charged for the warrantee. I called and wrote asking for a refund of my amount paid. No action was ever taken
There are two contractual items giving me the ability to cancel this warrantee. First, Marlo states a 72-hour period where any product or sale can be cancelled without penalty. I called Marlo to cancel within this window. Second, the warrantee documentation (which I received via mail 4 months later) clearly states that I have the right to cancel the warrantee for any reason. Marlo and the warrantee company refuse to honor this portion of their agreement.
The warrantee paperwork does state that cancellations that occur 30 days after warrantee purchase are subject to a 10% fee. However, I did not receive paperwork for more than four months describing this clause. The delay in sending of the warrantee paperwork also prevented me from disputing the charges on my credit card.Desired Settlement: I would like my $129.99 payment refunded. I recognize that I may only be due $117.00 due to the timeframe of my second cancellation request. I would be satisfied with a refund of $117.00.
Business
Response:
August 19, 2014Dear [redacted],The customer cannot cancel his warranty. He didn't notify the company of his intention to cancel the warranty until after the 72-hour purchase period.Best Regards,
Review: PURCHASE A TABLE AND FOUR CHAIRS ON 12/07/12.THE BACK OF ONE OF THE CHAIR THE STREWS START COMING OUT THE BACK OF THE CHAIR.THE SECOND ONE THE CUSHION STARTED SPLITING.I NOTIFY MARLOW CUSTOM SERVICES ABOUT THE ISSUE IN JANUARY.I HAVE HEAR ANY THING FROM THE COMPANY AT ALL I CALL MY SISTER TO HELP ME BECAUSE I HAD A STOKE AND I CANT SPEAK TO WELL TO HELP ME.MY SISTER CALL IN APRIL AND FOUND OUT THAT THE OERSON THAT WAS HANDLING THE ISSUE NO LONGER WORK THERE.AND NO ONE NOTIFY ME AT ALL.MY SISTER TALK TO CUSTOMER SERVICES TO FIND OUT WHAT WAS GOING ON.AND ANOTHER PERSON FROM CUSTOMER SERVICES TOLD HER SHE HAD GOTTEN THE COMPLAINT.AND TOLD MY SISTER TO BRING THE CHAIRS OUT TO THE MARLOW STORE IN [redacted] ON 4/16/13 TO SERVICES.AND WHEN SHE ARRIVE THEY TOLD HER SHEHAVE TO TAKE THEM TO A WAREHOUSE [redacted].I HAD BEEN TOLD TO TAKE THEM TO [redacted].I TALK TO A CUSTOMER SERVICES REP BY THE NAME OF [redacted] ON 4/16/13 AND SHE SAID SHE WAS GOING TO EMAIL SERVICES AND SEE OF THEY WOULD PICK UP THE CHAIRS.I FEEL THAT THEY ARE TAKING AVANTAGE OF ME.I HAVE NOT CAR AND MY READING SKILLS ARE NOT GO FROM MY SROKE.PLEASE HELP ME WITH THIS ISSUE PLEASE! THANK YOU MS.[redacted]Desired Settlement: BACK OF ONE CHAIR THE SREWS COMING AND THE CUSHION ARE SPITTING IN THE SEAT WAS OUT
Review: On May 25, 2013, I purchased a bedroom set from Marlo Furniture in the amount of $1260.00. The purchase price included a Queen headboard, footboard, rails, dresser, mirror, media chest and a 5 year warranty. Approximately two weeks after I purchased the merchandise, the media chest's second drawer caved in. I immediately notified the customer service department of the defective product. To my surprise, the customer service representative stated that I should have called and informed them two weeks ago upon purchasing the item. I informed her that the media chest drawer had just caved in and this was the reason I was notifying them. I also advised the representative that I also purchased the five year warranty and I requested a new media chest. The representative asked me to take pictures and send them to [email protected]. I took pictures and sent them as instructed but never heard from customer service again. On June 8, 2013, I went to the Marlo store in [redacted], VA, and spoke to the onsite manager, [redacted], regarding the problem with customer service. I showed **. [redacted] the prictures I had sent to customer service of the defective media chest drawer. **. [redacted] stated he was sorry for the problem with customer service and he would contact them directly the next business day and would call me back. I never heard from **. [redacted] again. I have called Marlo's several times to check on the status of my media chest. I called, June 8th, 21st, 28th and July 5th and 12th. Every time I call the representative states the media chest has been ordered but there is no date of delivery as of yet.Desired Settlement: I would a refund of my money.
Review: Purchaed a living room set in 2009 with a 5 yr warranty, if not used would get a store credit for amount paid for the warranty (299.00). now the time is up and no one want to honor the agreementDesired Settlement: Someone need to honor the aggrement
Business
Response:
May 29, 2014Dear [redacted], We have no record of this customer shopping with us under the address or telephone numbers provided. The closest match we have is a customer who purchased on [redacted] but not for the amount the customer listed. That customer has also already used their warranty, Its entirely possible this customer purchased under a different name and had since changed addresses. If thats the case, it would be very helpful if we can be provided with an invoice number used or telephone number used on the account. Thank you for your attention regarding this matter.Best Regards,
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:
I am rejecting because I have paperwork with invoice number [redacted], date of sale 2/26/09 total amount 2546.02With a worry free 5 year warranty if not used. I never used it, [redacted] fax copies if you provide me a fax number.
Regards,
Review: Marlo Furniture delivered a bedroom set to my house after Tahnksgiving 2014. During the delivery we've noticed some minor damages to the chest and bed. The delivery personnel told me to contact Marlo and report it. We did. The next day we found out more damages to the bed/footboard. We contacted Marlo and sent the damage pictures to Marlo. Marlo informed that us they could not send someone until mid-January 2015. Finally, in mid-January Marlo sent a repairman, who repaired few items on the chest and side of the bed; however, he could not repair the damage to the foot board. He stated that Marlo will contact you in the soon.After no contact from Marlo, today, 2 February 2015 I called Marlo informing them that I did not receive a phone call from Marlo regarding my footboard damage that needs repair or replaced. Marlo excuse was that I did not report soon enough (72 hours) after the delivery of the footboard damage. To me this is an excuse basically not to replace or fix the footboard.Desired Settlement: I want Marlo to replace the footboard or repair it to look new.
Business
Response:
We sincerely apologize for the delay in response from the Service Department. The Service Department has been short-staffed lately which has contributed to especially long times for setting up service times for technicians to repair merchandise. Customer can rest assured that this is not stalling for the sake of making an issue go away. We will certainly respond to the customer within the next week with a solution.
Review: I purchased a living room set (couch, loveseat, chair) and a dining room set. The chair was delivered on October 12th with no arm rests. The delivery person called Marlo to discuss the issue and they said they would send the armrests out asap. One week later, after no communication from Marlo, I called again and the customer service rep said that I had to call the manufacturer to request the armrests. I explained the situation again and told them it was unreasonable to expect me, a Marlo customer, to find the manufacturer and request parts that should have been double checked by Marlo before shipping. The customer service rep said that she would call back with a solution. Another week passes with no communication from Marlo so I call again and ask for them to credit me the amount for the chair and arrange for pick up delivery. I cannot use a chair with no arm rests. I offered to purchase more furniture from Marlo with the credit and suggested they pick up the chair when they delivered the replacement furniture to avoid 2 deliveries. The customer service rep said that she would check on it and call me back. It is now 1 month later and no one has returned my call.Desired Settlement: I want Marlo to deliver the arm rests as promised and provide a cash refund of $200 (20%).
Review: I ordered two bedroom sets, a dining table and a coffee table, and when the delivery men arrived, one of the bedroom sets was damaged. The bookcase bed set had been dropped outside as they were bringing it into my home. The drawers were broken, and they didn't assemble it correctly. There are wooden pieces that have been chipped off, and they tried to cover it up with tape. I have called Marlo Furniture repeatedly and have sent them pictures of the damaged item, but nobody is answering me. They called me back and said they had to talk to their manager before doing anything, and would call me back by the next day, but nobody has called. I waited a week or two for them to call me back, and when nobody did, I called them again, and they said they would call me back by Monday. It is now Thursday, and I still have my damaged bed. We called them the same day as the delivery when we found out that they were damaged. It has been more than a month and nothing is being done about this.Desired Settlement: I would appreciate some decent customer service because no one has been helping me with this. I can't even put stuff in the drawers and get settled in because it is broken. It's been far too long and I just want a new bed set as soon as possible. An apology would be nice as well. This furniture wasn't cheap and I didn't pay for broken merchandise, so if they could understand that and help me, I'd really appreciate it.
Review: My mother purchased a bedroom set from Marlo Furniture store in [redacted] on 1/19/13 for my son. We were told at the time of purchase that the pieces were in stock. After the purchase was completed, I was told that one piece was not in stock and their policy was to send all furniture at one time(which is not stated in their contract). We were told that the furniture is guaranteed in 6 weeks. We never received the furniture in that time period. After the 8th week we called and was told that they would compensate us for the wait. The furniture was finally delivered the second week of March with one piece broken inside of the box. That piece was sent back and we had to wait another week and then that piece was finally delivered on 3/25/2013. We called and spoke with [redacted] and she said she was in charge of all decisions regarding compensation and offered the shipping fee back as our compensation. We advised her that she should do better because we were really inconvenienced. We were not satified and asked for her supervisor and she said she didn't have one. We continued to ask for someone else to speak with and she advised us again that she did not have a supervisor and doesn't answer to anyone in the company. She refused to accomodate us or give us, the customers any satisfaction. Also her tone was very nasty and she didn't have a problem raising her voice.Desired Settlement: We asked for a $200 compensation and that is what we feel is fair. We also would like for the Customer Service agents on the phone to tell the truth when a manager higher then them is requested. She refused us any other help. She said that she was the boss and there was no other person to speak with which we knew was not true. If she was the head of this company they will lose much money if she is in charge!
Review: Brought a Sofa Sleeper from Marlo on April 17 2014,Delivery date was on May 1 2014, July 10, notice the MATTRESS WAS DAMAGE THE Material WAS ripping up. On the Sofa bed THE WIRE HAS BROKEN, CALL CUSTOMER SERVICE, SPOKE WITH [redacted], I was told to send pictures to this EMAIL:Services@r[redacted]furniture.riz,On July 16, I was told nothing can be donePLEASE HELP OUT OF $863.00 DOLLARSsincerely your[redacted], MD [redacted]July 16, 2014Desired Settlement: A Refund or replacement!
Business
Response:
July 29, 2014Dear [redacted],The customer had submitted photos to the Service Department. After 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 defect. As a result, the Service Department will not be further considering this case for repair by a service technician.Best Regards,
Consumer
Response:
[redacted] called, companey has been talking to her about working on her complaint, Ic
Business
Response:
September 19, 2014We have sent a service tech. out as of /5/2014 to make further inspections and repairs on the furniture. Thus, the claim (and the warranty) have not been denied.
Review: I purchased furniture at Marlo in February 2014. In the original negotiation, I verbally agreed to purchase a warrantee at a price of $129.99. I decided I no longer wanted the warrantee prior to signing final paperwork. I never signed a document stating I wanted the warrantee. However, I was charged for the warrantee. I called and wrote asking for a refund of my amount paid. No action was ever taken
There are two contractual items giving me the ability to cancel this warrantee. First, Marlo states a 72-hour period where any product or sale can be cancelled without penalty. I called Marlo to cancel within this window. Second, the warrantee documentation (which I received via mail 4 months later) clearly states that I have the right to cancel the warrantee for any reason. Marlo and the warrantee company refuse to honor this portion of their agreement.
The warrantee paperwork does state that cancellations that occur 30 days after warrantee purchase are subject to a 10% fee. However, I did not receive paperwork for more than four months describing this clause. The delay in sending of the warrantee paperwork also prevented me from disputing the charges on my credit card.Desired Settlement: I would like my $129.99 payment refunded. I recognize that I may only be due $117.00 due to the timeframe of my second cancellation request. I would be satisfied with a refund of $117.00.
Business
Response:
August 19, 2014Dear [redacted],The customer cannot cancel his warranty. He didn't notify the company of his intention to cancel the warranty until after the 72-hour purchase period.Best Regards,
Review: PURCHASE A TABLE AND FOUR CHAIRS ON 12/07/12.THE BACK OF ONE OF THE CHAIR THE STREWS START COMING OUT THE BACK OF THE CHAIR.THE SECOND ONE THE CUSHION STARTED SPLITING.I NOTIFY MARLOW CUSTOM SERVICES ABOUT THE ISSUE IN JANUARY.I HAVE HEAR ANY THING FROM THE COMPANY AT ALL I CALL MY SISTER TO HELP ME BECAUSE I HAD A STOKE AND I CANT SPEAK TO WELL TO HELP ME.MY SISTER CALL IN APRIL AND FOUND OUT THAT THE OERSON THAT WAS HANDLING THE ISSUE NO LONGER WORK THERE.AND NO ONE NOTIFY ME AT ALL.MY SISTER TALK TO CUSTOMER SERVICES TO FIND OUT WHAT WAS GOING ON.AND ANOTHER PERSON FROM CUSTOMER SERVICES TOLD HER SHE HAD GOTTEN THE COMPLAINT.AND TOLD MY SISTER TO BRING THE CHAIRS OUT TO THE MARLOW STORE IN [redacted] ON 4/16/13 TO SERVICES.AND WHEN SHE ARRIVE THEY TOLD HER SHEHAVE TO TAKE THEM TO A WAREHOUSE [redacted].I HAD BEEN TOLD TO TAKE THEM TO [redacted].I TALK TO A CUSTOMER SERVICES REP BY THE NAME OF [redacted] ON 4/16/13 AND SHE SAID SHE WAS GOING TO EMAIL SERVICES AND SEE OF THEY WOULD PICK UP THE CHAIRS.I FEEL THAT THEY ARE TAKING AVANTAGE OF ME.I HAVE NOT CAR AND MY READING SKILLS ARE NOT GO FROM MY SROKE.PLEASE HELP ME WITH THIS ISSUE PLEASE! THANK YOU MS.[redacted]Desired Settlement: BACK OF ONE CHAIR THE SREWS COMING AND THE CUSHION ARE SPITTING IN THE SEAT WAS OUT