Review: My wife ordered living room furniture from Marlo Furniture. She spoke with [redacted] on the telephone to confirm a delivery date and time of Thursday, 20 Nov 14, between 9:00 am and 1:00 pm EST. On Wednesday, 19 Nov 14, [redacted] from Marlo Furniture called our house and left a message to confirm a delivery date and time of Thursday, 20 Nov 14, between 3:00 pm and 7:00 pm EST. Because that delivery information did not match what my wife previously confirmed, she called Marlo Furniture to confirm the correct delivery date and time (after receiving the message from [redacted]). My wife again spoke with [redacted], and explained that we received a message that our furniture would be delivered between 3:00 pm and 7:00 pm EST, instead of between 9:00 am and 1:00 pm, which is what [redacted] confirmed with her earlier. [redacted] checked the delivery timeframe, and confirmed with my wife that the furniture would be delivered between 9:00 am and 1:00 pm EST.
At approximately 12:30 pm on Thursday, 20 Nov 14, I contacted Marlo Furniture to learn the status of our delivery. I spoke with [redacted], and she explained to me that the delivery timeframe was from 3:00 pm to 7:00 pm EST. I told [redacted] that my wife received confirmation yesterday that the furniture would be delivered between 9:00 am and 1:00 pm EST. [redacted] reviewed the notes on our account and admitted that an error had been made. [redacted] explained that the delivery was originally scheduled between 9:00 am and 1:00 pm EST, but was changed to 3:00 pm to 7:00 pm EST. She further explained that when my wife spoke with her after [redacted] left a message on our answering machine, she was not aware that the delivery timeframe had changed, which is why she told my wife our furniture would be delivered between 9:00 am and 1:00 pm.
I explained to [redacted] that I had plans between 3:00 pm and 7:00 pm EST, so would not be home for the entire period. I asked if the delivery schedule could be rearranged to allow delivery of my furniture first (close to 3:00 pm) or last (close to 7:00 pm) so I could attend an event I had committed to that began at 4:00 pm EST. [redacted] explained that there was nothing she could do. I pressed her for a better response, and she eventually told me that because my name was not on the invoice, she could not speak with me about the order. I asked her to provide me with a reference for that policy, and she told me the call would be disconnected because I was not the person on the invoice.
I contacted the corporate customer service office for Marlo Furniture and spoke with a representative who also said there was nothing she could do because we received a message from [redacted] that included the correct delivery time. I explained to her that my wife called after we received that message and received conflicting information that relied on to plan our day, and asked if there was anything she could do since this was clearly an error made by a Marlo Furniture employee, and her response was that her manager would have to contact my wife. Meanwhile, I took the day off from work, missed my daughter's doctor appointment, her Thanksgiving lunch with her class, and my son's Thanksgiving dinner with his class all because one employee made a mistake and told my wife the wrong time. I understand that human error is a factor in any customer service environment, but the lack of action once the mistake was realized is what bothers me. Not only was Marlo Furniture not willing to make any sort of special accommodations because of a mistake made by one of its employees, I was informed that if I was not at home to accept the delivery, we would be charged a $139 re-delivery fee. As if I was not already displeased with the lack of customer service, I had to be told that I would have to spend even more money to receive my furniture if I was not available when the furniture was delivered.
I wanted to cancel my order, but the contract stated that canceling an order after it has been scheduled for delivery would result in a 30% restocking fee, and I would receive the difference in store credit. I do not want store credit at an establishment that provides substandard customer service, even after making a mistake.Desired Settlement: I still have not received my furniture, but according to Marlo Furniture's customer service team, I should receive it between 3:00 and 7:00 pm EST. By the time this complaint is reviewed, it will likely be too late for a full return and refund. However, I would like a refund of the delivery fee I paid for delivery of an item that I ordered, but was not in stock so it could not be delivered free with the rest of my furniture.
I hope this complaint is reviewed by someone who has the power and influence to prevent such poor customer service in the future. At this point, I cannot imagine spending any more of my money at Marlo Furniture or any of its affiliates. I would appreciate a phone call or letter apologizing for the mistake and the lack of customer service. Additionally, if there truly is a policy that prevents customer service representatives from communicating with someone other than the person on the invoice, it would be nice for that information to appear on the invoice with all of the other terms and conditions. To me, this was a rather simple mistake that could have been corrected by a customer service representative who was willing to accommodate a customer's request. It really is a shame that I could not resolve this issue without my wife. It is clear that Marlo Furniture does not value it's customers and their time.
Review: we purchased a sofa set from Marlo in [redacted], Maryland that was delivered in early March. After receiving the sofa, we noticed that after a few days that the sofa was changing color and so we contacted Marlo furniture customer service. They took a long time to have service finally call us back. We had to contact them numerous times and then we also contacted the manager who was at the store at the time of our purchase. The service department basically told us that they do not cover fading under the warranty but, again, we had contacted them within 9 days of the purchase of the delivery. We had visited the manager at the store location where we purchased the furniture as he was not returning any of our phone calls. We expressed to him what the service department told us and he told us that he would contact them and that he would get back to us in regards to what else he could do if Service wasn't able to assist us. After the service department again contacted us saying that they do not cover fading, I contacted the Marlow store again to ask to speak to the manager and he refused to come to the phone he then had a person at the store contact me back to tell me what I had told him already about Service not covering fading. This sofa set was inside a dimmer show room when we initially there for the porches. After several complaints to service when we went to the store to see **, the store manager, they had moved out to a very well-lit show room where you could note see the discoloration and we were told that this is "normal" and that there was absolutely nothing they could do for us.Desired Settlement: We paid $3600 for a set of furniture that started changing color in less than 10 days. To be told it's normal and to be told that there's nothing that can be done...is absurd. We are very upset and disappointed in the quality of this sofa set and the service we received from this store manager whose father sold us this set. We asked for an exchange...but they refused to do ANYTHING to ensure we were satisfied with our purchase. This company only cares when they are making the sale. .but don't care after.
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: 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: 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: 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: 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: 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: 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: My wife ordered living room furniture from Marlo Furniture. She spoke with [redacted] on the telephone to confirm a delivery date and time of Thursday, 20 Nov 14, between 9:00 am and 1:00 pm EST. On Wednesday, 19 Nov 14, [redacted] from Marlo Furniture called our house and left a message to confirm a delivery date and time of Thursday, 20 Nov 14, between 3:00 pm and 7:00 pm EST. Because that delivery information did not match what my wife previously confirmed, she called Marlo Furniture to confirm the correct delivery date and time (after receiving the message from [redacted]). My wife again spoke with [redacted], and explained that we received a message that our furniture would be delivered between 3:00 pm and 7:00 pm EST, instead of between 9:00 am and 1:00 pm, which is what [redacted] confirmed with her earlier. [redacted] checked the delivery timeframe, and confirmed with my wife that the furniture would be delivered between 9:00 am and 1:00 pm EST.
At approximately 12:30 pm on Thursday, 20 Nov 14, I contacted Marlo Furniture to learn the status of our delivery. I spoke with [redacted], and she explained to me that the delivery timeframe was from 3:00 pm to 7:00 pm EST. I told [redacted] that my wife received confirmation yesterday that the furniture would be delivered between 9:00 am and 1:00 pm EST. [redacted] reviewed the notes on our account and admitted that an error had been made. [redacted] explained that the delivery was originally scheduled between 9:00 am and 1:00 pm EST, but was changed to 3:00 pm to 7:00 pm EST. She further explained that when my wife spoke with her after [redacted] left a message on our answering machine, she was not aware that the delivery timeframe had changed, which is why she told my wife our furniture would be delivered between 9:00 am and 1:00 pm.
I explained to [redacted] that I had plans between 3:00 pm and 7:00 pm EST, so would not be home for the entire period. I asked if the delivery schedule could be rearranged to allow delivery of my furniture first (close to 3:00 pm) or last (close to 7:00 pm) so I could attend an event I had committed to that began at 4:00 pm EST. [redacted] explained that there was nothing she could do. I pressed her for a better response, and she eventually told me that because my name was not on the invoice, she could not speak with me about the order. I asked her to provide me with a reference for that policy, and she told me the call would be disconnected because I was not the person on the invoice.
I contacted the corporate customer service office for Marlo Furniture and spoke with a representative who also said there was nothing she could do because we received a message from [redacted] that included the correct delivery time. I explained to her that my wife called after we received that message and received conflicting information that relied on to plan our day, and asked if there was anything she could do since this was clearly an error made by a Marlo Furniture employee, and her response was that her manager would have to contact my wife. Meanwhile, I took the day off from work, missed my daughter's doctor appointment, her Thanksgiving lunch with her class, and my son's Thanksgiving dinner with his class all because one employee made a mistake and told my wife the wrong time. I understand that human error is a factor in any customer service environment, but the lack of action once the mistake was realized is what bothers me. Not only was Marlo Furniture not willing to make any sort of special accommodations because of a mistake made by one of its employees, I was informed that if I was not at home to accept the delivery, we would be charged a $139 re-delivery fee. As if I was not already displeased with the lack of customer service, I had to be told that I would have to spend even more money to receive my furniture if I was not available when the furniture was delivered.
I wanted to cancel my order, but the contract stated that canceling an order after it has been scheduled for delivery would result in a 30% restocking fee, and I would receive the difference in store credit. I do not want store credit at an establishment that provides substandard customer service, even after making a mistake.Desired Settlement: I still have not received my furniture, but according to Marlo Furniture's customer service team, I should receive it between 3:00 and 7:00 pm EST. By the time this complaint is reviewed, it will likely be too late for a full return and refund. However, I would like a refund of the delivery fee I paid for delivery of an item that I ordered, but was not in stock so it could not be delivered free with the rest of my furniture.
I hope this complaint is reviewed by someone who has the power and influence to prevent such poor customer service in the future. At this point, I cannot imagine spending any more of my money at Marlo Furniture or any of its affiliates. I would appreciate a phone call or letter apologizing for the mistake and the lack of customer service. Additionally, if there truly is a policy that prevents customer service representatives from communicating with someone other than the person on the invoice, it would be nice for that information to appear on the invoice with all of the other terms and conditions. To me, this was a rather simple mistake that could have been corrected by a customer service representative who was willing to accommodate a customer's request. It really is a shame that I could not resolve this issue without my wife. It is clear that Marlo Furniture does not value it's customers and their time.
Review: we purchased a sofa set from Marlo in [redacted], Maryland that was delivered in early March. After receiving the sofa, we noticed that after a few days that the sofa was changing color and so we contacted Marlo furniture customer service. They took a long time to have service finally call us back. We had to contact them numerous times and then we also contacted the manager who was at the store at the time of our purchase. The service department basically told us that they do not cover fading under the warranty but, again, we had contacted them within 9 days of the purchase of the delivery. We had visited the manager at the store location where we purchased the furniture as he was not returning any of our phone calls. We expressed to him what the service department told us and he told us that he would contact them and that he would get back to us in regards to what else he could do if Service wasn't able to assist us. After the service department again contacted us saying that they do not cover fading, I contacted the Marlow store again to ask to speak to the manager and he refused to come to the phone he then had a person at the store contact me back to tell me what I had told him already about Service not covering fading. This sofa set was inside a dimmer show room when we initially there for the porches. After several complaints to service when we went to the store to see **, the store manager, they had moved out to a very well-lit show room where you could note see the discoloration and we were told that this is "normal" and that there was absolutely nothing they could do for us.Desired Settlement: We paid $3600 for a set of furniture that started changing color in less than 10 days. To be told it's normal and to be told that there's nothing that can be done...is absurd. We are very upset and disappointed in the quality of this sofa set and the service we received from this store manager whose father sold us this set. We asked for an exchange...but they refused to do ANYTHING to ensure we were satisfied with our purchase. This company only cares when they are making the sale. .but don't care after.
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: 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: 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: 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: 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: 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: 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