Customer's chaise was canceled and funds sent to another invoice which was delivered on 12/13/2014. We hope the customer can now enjoy their new furniture.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...
this resolution is satisfactory to me.
Regards,
[redacted]
We apologize for any miscommunication that may have occurred during the purchase. The customer's invoice shows no coffee table on the order. It could very well be that the sales representative neglected to include that in the order. Nonetheless, the customer was certainly not charged for the coffee...
table. If the customer is still interested in the coffee table, they're more than welcome to make a separate purchase.
Marlo Furniture Forestville MD. I purchased a leather sectional with the double chair and the ottoman three years ago along with the warranty. The sectional was delivered on time but the other items were not. a month ago I noticed the ottoman and the chair were pealing in different areas. so I called the store and was to that Marlo furniture was no longer in business and there is nothing they can do. So I called an upholstery shop and was told it only does this when its not leather. What can you do in a situation like this...
Review: We purchased a leather couch from this company and opted for the additional 5 year warranty. I called [redacted], the warranty company, I was told that they would not cover our claim (second claim they wouldn't cover). When I inquired about a prorated refund they told me call Marlo for further help since the warranty was purchased through them. Of course when I called Marlo they told me to call [redacted], when I explained that I had they quickly told that they were bought out and will no longer honor any purchases / warranties that were through the old company.Desired Settlement: All I want is for the couch to either be fixed or replaced.
Review: On May 25th, 2013 I purchase a five thousand dollars (5,000.00) bedroom suite. My first delivery date was July 6th, 2013. A few pieces were damaged and had to be sent back. A few major pieces were missing and they were unable to attach the feet to the furniture because the screws that were delivered were the wrong size. My second delivery date was July 12th, 2013. Some of the items were fixed and others remained incomplete or broken.
I've called to Marlo customer service at least 8 times in an attempt to resolve this issue. No one from Marlo's has called me back. I've made several calls and even a trip back to the show room at Marlo's Furniture store on July 25th, 2013, where another email was sent to a customer service manager Cheryl, by a sales manager Charles Tyner. As of today August 14th, 2013, I have yet to hear from anyone at Marlo's Furniture. They have refused to give me a name of a person that I could talk to or send an email. They would only give me an address to send a certified letter to the board of directors which I did on August 7th, 2013. Again I have not heard from anyone.
Since July 6th, 2013 my mattress has been sitting on the floor where I now sleep because the parts are missing. None of the other pieces of furniture are completely assemble.Desired Settlement: I want them to deliver all the pieces and complete the job and, a phone call from someone in MANAGEMENT,
Review: I bought a dining table 2 years ago with an insurance advised by the agent because this insurance as per the agent will refund our money if we don't use the insurance or call their number after 2 years. Sounds great not a waste of money because if I don't use it they will refund my money unlike other insurance. But after 2 years I went back to the store to refund my money, marlo employee said they are now a different company because marlo is now owned by a different owner. I think it is now owned by [redacted] Furniture and they asked me to call the insurance. So I called the insurance and they said after 5 years and not 2 years is the contract they will give like a store credit. But Marlo Furniture said they don't have anything to do with the previous client of the previous company.Desired Settlement: Refund the money I paid for the insurance.
Business
Response:
Unfortuantely, the policy was established at Marlo - prior to the aquisition by [redacted] Furniture in 2012. The customer should contact their warranty company for a refund of the warranty. As of now, there's no way we can refund the warranty as we do not have any associations with the customer during the time of their initial purchase.
Review: On March 20, 2014 I purchased a wooden bunk bed, a metal loft bunk bed with a desk under top bunk, brown wooden chest, a twin mattress and a full mattress. the total was 3,307.15 and I put 1,600 down. since the purchases I have called them multiple times with no results. I have only received one phone call and this was last week. the phone call was stating that they longer carry the loft bed. I talked to someone at work and they stated that the same thing happen to them the year before and was denied a refund.Desired Settlement: If possible full refund.
Business
Response:
June 19, 2014Dear [redacted],The customer has been delivered all of his merchandise as of /17.If merchandise was no longer in stock – of course wed allow customer to receive full refund. This was not the case in this situation.Best Regards,
Review: On July 17, 2014 I ordered furniture from Marlo..I was told I would be ready in 2-6 weeks... after the 6 weeks was up I call and they said that one of my parts wasnt in and it would be delivered on September 26. 2014. Customer service told me then that im furniture could take up to 14 weeks for delivery. I thought that was rediculous and even told then that.. I wanted to know why I wasnt aware of that when I purchased the product??? that way I could have said no thanks and went some where else...So now the 26 of Sept is here and no call and no furniture?? I called the store and talked to the manager and he (Charles) tells me that the date for delivery of my stuff is now on October 1, 2014..Now it really getting rediculous.. So now I call customer service again and the tell me the furniture should be in on October 3, 2014.. Now I have 3 different dates form 2 people... now I feel im being lied to and im discussed with Marlo Furniture. So 10/3 comes and no call and no furniture,,,,So I call back to talk to Charles the manager of the store and they tell me is is busy so I leave my number for him to call me.. The next day I call back and they tell me that he is off and the other manager is busy so I leave my number again.. I havent heard back of either one of them to this day..Back to customer service..they say the the furniture wasnt on the shipment.. from China.. so it wasnt on the boat...Pressure boiling now... the new arrival date in October 27th.. Got a call on the 23 of Oct to say all my stuff is in and ready for delivery... I call and set up a date for delivery for October 28.. they call me the day before and tell me they will be at my home sometime between 10am-2pm.. so I take off work and the shipment arrives at 11:15 ish to 11:30ish.. the gentlemen bring in all the bedroom furniture and put it together.. call whom ever that call and I talked to them and said the guys were professional and no damage done except for there was no mirror for the dresser.. and it was reported and the lady on the phone said she would sent her boss and email about it... 3 days later on Friday Oct 31 I call customer service and see whats up with the status of my mirror?? they say all I have to do is set up a drop off time.. which consists of another 4hour window.. My thing is according to the contract I was availibe the time and day the drop off occured and they messed up the order, and they want me to miss another 4 hours from work to accomidate them for there mistake.. I said no. the mirror needs to be delivered when im off at 3pm.. They said they can promise that.. but I can pick up the mirror at the store.. I agreed if they give me my money back for delivery. they say not gonna happen.. So this goes on for about 15 or so minutes.. The customer service rep then call the guy that sets up the times and asks him about it and he cannot accommidate the hour of delivery to make me happy.. So to this day of November 4, I still have no mirror.. They say that can get it to me on Saturday November 15.. 17 and a half weeks after I ordered the furniture.. This is not customer service as I know it... Something really needs to be done...Desired Settlement: I would like to have some kind of refund for my time and patients on this matter and also some kind of apology.
Review: I bought my loveseat form this company in 2012. I was told by the salesperson "If I got the extended warranty that it would cover everything but animal related accidental ie chewing or urine". Last week a bolt broke of the frame that hold the cushion up. Now every time you sit on the couch the cushion sinks in. I called Marlo Furniture today and I was told they would only cover the parts. But I would have to pay for shipping and labor. I explained to them what I was told by the salesperson but they would not help me or refund the extended warranty price.Desired Settlement: Repair the broken loveseat for free.
Review: I purchased furniture along with a warranty on July 25, 2011 . The warranty company is [redacted]. This was the warranty company being used at the time of my purchase. When new management took over everything in the old Marlo system they are now locked out of. The warranty company stated Marlo never entered my warranty info into the system therefore I have no warranty. I paid for a warranty that I can't use and now have furniture which is damaged.
I called [redacted] and spoke to [redacted] a customer service manager and she stated "Marlo Furniture management no longer exhist the new management company is Marlo Home Furnishings and there is nothing they can do for me".Desired Settlement: I want my funds paid for this warranty refunded to my credit card.
Review: Marlo Furniture delivered a part of the entertainment system that was defective to my home and agreed to replace the defective item. They sent me the wrong part and now they do not want to provide the correct item. I spoke to [redacted] of Customer Service who agreed to send me a replacement back panel of the [redacted] left Pier but sent the wrong item.Desired Settlement: I am asking that the back panel of item #[redacted] Left pier) be replaced with a part that is not chipped and cracked.
Business
Response:
June 3, 2014Dear [redacted],Complaint has been noted. We ordered the correct part for the customer. We are awaiting the parts arrival. Once it comes in, we will send a certified service technicianto install it.Best Regards,
Review: I purchased a buffet/server from Marlo on April 24. The product was delivered on May 20, however, one of the doors would not close properly. The delivery person tried to adjust the catch but it still would not work. The delivery person called Customer Service and they said someone would contact me to schedule someone to come out to repair it. I called a few days later and the person I spoke with (I didn't get the name) said someone would contact me. Another wait; I called Marlo Customer Service on June 6 and spoke with a representative ([redacted]). After telling her the problem and asking to have someone come out, she told me I would have to take pictures of the problem and send them to her before she could schedule a repair. I explained to her that you could not tell anything by the photos, and requested that a service call be scheduled. She said "it costs us money every time we send someone out" and she needed the pictures to order the right part. She said as soon as she got the photos, she would open the e-mail with me on the line to go over them. I took the photos and e-mailed them to her. When I called to make sure she had them, she had gone for the day (no mention that she was leaving). The person I spoke with checked and said she had already ordered the part. She ordered the part before she even got the photos. I was told that once I received the part, to call and they would schedule the repair; it would take about 5-6 days for the part to come. I received the part on June 16; needless to say it was not the correct part. I called on June 17 (spoke to [redacted]) to tell them it was the wrong part and she said someone would contact me to schedule a person to come out but it would take 48 hours for them to call me. It is now June 24 and no one has called. I called a few moments ago and asked to speak with a supervisor or manager and was told no one was available and someone would call me back. I have no faith in that. I have had the buffet sitting in my dining room for over a month with a door that will not close. This entire order with Marlo has been a series of problems. I purchased a bed at the same time, which was delivered with the buffet. The bed that was delivered was not the one I ordered and had to be returned. I ended up cancelling that portion of the order because they said I would not be able to get the correct bed until June 21. I was issued a refund for the bed. Whenever I ask to speak to a manager I am told no one is available. I am really out of patience and this point and would like to get my money back. I don't want to deal with Marlo any longer.Desired Settlement: I would like to have them pick up the item and refund my credit card for the purchase price of the buffet and warranty.
Consumer
Response:
From: [redacted]
Date: Sat, Jul 5, 2014 at 11:28 AM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
Marlo sent a technician to repair the lock on the buffet on July 2, which took about 5 minutes. I will close this complaint but would like the very poor customer service to go on their record. It does not make sense that a 5 minute latch adjustment takes almost 2 months.
Review: I went to Marlo Furniture to purchase a bedroom set on Feb 9th, 2014. I payed a processing fee of $35 dollars, and was notified that because of my good credit I would be able to finance my purchase with 0% interest. At the time of purchase I was notified that The estimated delivery would be march 10, 2014. I agreed to purchasing the furniture because I believed I would be receiving it around this time. My invoice shows what I am expecting however, no estimated end date is listed in the area that asks for that information. I received a ** credit card for my account in February. The last week of February I called Marlo customer service to check on my order. I was notified that my order was expected to be delivered on March 10th and might come sooner than that. Last week on about March 7th I received a voicemail from Marlo notifying that my order is scheduled to come in next week sometime. Today March 11th I called customer service to check on my order and was notified that the estimated delivery date is now April 1st and there is no guarantee it'll even come that day. The customer service representative stated that it can come anywhere between 12 weeks of the day that I order the furniture. This was very surprising for me, because I was never notified of this at the furniture store. I would have never considered ordering the furniture if I knew there was a possibility that it could come after the 2nd week of March. I've moved and am need of furniture. Naturally, I asked to then cancel my order because I am not able to wait that long. Because I never received my order, I was never char**d for it, the order was never processed I felt it would make since that I am able to cancel my purchase . I was told that I would be unable to cancel, unless I wanted to pay a fee of 30% of what my order is supposed to be, which is about 300 dollars. I feel that this has been bad business on Marlo Furnitures part. I feel that this is a scam, and a process that needs to be investigated. After reading many reviews I notice that Marlo has many complaints like mine. It's very unfortunate and my hope is that this can be solved.Desired Settlement: I would like to cancel my purchase, without being charged the 30% fee. Also would like to a refund of the $35 processing fee.
Review: Purchased a kitchen table and 4 chairs in February 2013 and it was delivered in May. 4 chairs came damaged. Two were repaired and 2 were returned. They delivered 2 more chairs and they were also damaged. On June 7, 2013 I sent pictures of the damaged chairs to their customer service department. They said they would order a replacement part and as of today, October 29, I still have not received it. I now have another damaged chair and am attempting to have it repaired or replaces. Over the past couple of weeks, I have consistently called their customer service department to resolve this issue. They tell me they will call me back to resolve this issue, and they have never called me back. This furniture is defective and very poor quality. I can only sit on 3 pf the 4 chairs and I have 4 members of my family. I've only had the table and chairs for 5 months.Desired Settlement: I want them to credit my Marlo Furniture credit card for the amount of $422.94 ($399 + 6% sales tax) and take the merchandise back.
Review: I bought some furniture from the [redacted] MD store in February and it was delivered in March of this year. The furniture is literally falling apart (i.e., ripping at the seams, cracking, peeling, legs falling off, etc.). I contacted the store for her and spoke to someone in customer service named "[redacted]" and she informed me that the damage to the furniture is not considered a "manufacturer's defect." This should not happen on furnature that is less than a year old. I asked to speak to a manager and was told that he was not available and that "she" did not know when he would be available. She also refused to give me the manager's last name, only that his name was "[redacted]." I asked if it was possible to contact a representative from the manufacturer, [redacted], and she said that she did not have their contact information. I said that you sell furniture that you get from them and that you don't have their contact information? She then said that she had it but she was not going to give it to me. If she lied about that she likely lied about everything else. They refuse to honor the one year manufacturer's warranty.Desired Settlement: I would like the furnature repaired or replaced at the very least. If not I would like a refund.
Business
Response:
cracking/peeling are not covered under the one-year manufacturing warranty. Also, with regards to this specific set and whether or not it's defective. We've sold many of this exact set (a very popular set) over the past year and haven't had any issues regardin peeling/cracking - at this point we're quite sure it's not inherently defective.
Review: We bought a Living room and Dining room furniture from Marlo. For the first delivery, they took an extra 2 weeks than promised. That too, they sent few items and hold on to others saying that they don't have them in stock. We still didn't say anything and waited patiently. This was back in in April, they had sent us a base for the cocktail table and they said they didn't have glass top and that they will send us in two weeks. My husband went there after 2 weeks, to pick up the glass-top. Though, he was nice and polite to them and the manager [redacted] was very rude and racist to him. My husband reminded him about their first meeting in the store then he remembered and said "Oh sorry, I thought you were **. [redacted] from [redacted] and that's why I was talking to you like that. Then, to bribe my husband and show him how nice he was with his customers, he gave him a pack of wine glasses. This shows that manager is racist and behaves rudely with all ethnic customers.Finally, a week later than promised, they sent the glass-top. When the glass top arrived the delivery man opened the base box to find that there were no nuts and bolts to assemble the table. In response, all they had to say was sorry and yet another empty promise to bring the bolts in 2 weeks. After four weeks of waiting, we called them again and (surprise, surprise!) they said SORRY and asked what part was missing? Two weeks ago, they had told us that our order was pending and now they were saying that our order was nonexistent! While this type of customer service was unforgivable, we let it slide this time but every time we called afterwards to check up on the order, we got the same answer each time.In the meantime, whenever we called the store they diverted us to service department and vice versa.After two months of hopping back and forth between the service department and the store, we were finally delivered our necessary hardware only to discover, it was the wrong kind!!! The delivery man who was assigned to us this time was also incredibly rude and thought it was acceptable to raise his voice at me in front of my children when I gave him suggestions to fix the table properly. I called them the sales associate [redacted] she promised to help and I told her to take this base back to the store and send us new base with the hardware in it or take the whole table back to the store and pay us back. She said, Oh I will call you and surely solve your problem. I told her that I have to talk to her manager. She put me on hold for a while and said he is busy. I was very upset and told her that she did nothing, she says that I called general manager I called the service department for you but if they didnt call you then thats not my problem. They have been forwarding our calls to other department and no one is listening to us. Just few min. ago, I had conversation with [redacted] and she didnt want to hear me so she hung up on me and I didnt pick up my phone. Then I tried from my home number, she picked up and says [redacted] is not here and manager is not here and says I cannot give you managers name as I will lose my job. I have lost my patience and now I want you to help us. I have read many bad reviews about Marlo Furniture and realized our mistake now. We have paid $220 for a service plan but I think it is complete waste of our hard earned money as they have no ability to satisfy their customer needs and requirements. In addition, we have not been able to host our house warming party for MONTHS now because we have packing material and boxes littered around our living room! After all this, we are STILL waiting for the right hardware.Desired Settlement: We either want everything replaced and get new table or we want them to refund.I am also worried their service towards future warranty program on the furniture we already have from them.we have kind of issues with them like customer service, delivery, product and what not...
Review: Bought a couple items on sat for next fri delivery. decided to cancel order on monday and called. was told that I had to come to the store to cancel that they couldn't do it over the phone. Asked for manager. transferred around finally u said I would be charged a 30% restocking fee. I refused to pay citing 72 hour return policy. she said that doesn't apply when I scheduled delivery. I had discover card refuse this charge. Very shady business practices and regretful customer service. Will never buy anything from this place again.Desired Settlement: I want a complete order cancellation and never have to deal with them again.
Review: I bought furniture at the Marlo store in [redacted] on February 18, 2007. They had a one-year promotion to pay without interest. I received the furniture on April 15, 2007. I paid in full until January, 2008, and the store charged me $500 because I paid "late". I had one year to pay, and if I bought in February, and I paid in January, I paid in less than one year. We bought furniture in another store, and they started to charge after delivery. The credit agency started to charge me, they call me fifteen times a day, harass me, and they even call my neighbor. I went to the store to speak with the salesperson and the manager. They treated me terribly.Desired Settlement: I want my credit cleaned, and to be paid for all the aggravation they caused me.
Review: August 13,2014 - I placed my order for the following items: [redacted] Merlot Twin Rails; [redacted] Merlot Twin Panel Headboard;[redacted] Merlot Twin Panel Footboard; [redacted] Merlot Nightstand; Chest, 5 Drawers, White; Twin Sleigh Headboard & Footboard, White; Twin Siderail Set (2) & Slats (5), White; [redacted] Firm Twin Mattress (2); and [redacted] Twin Box Spring (2). I was told I needed to pay $397.00 in order for my order to be processed and I wrote the check.
August 14, 2014 - I returned the next day and paid the balance ($1,190.95). Both checks (the one written August 13, 2014 and August 14, 2014) were cashed by Marlo Furniture on August 19, 2014. It was not until after the balance was paid that I was told that the white bed was not in stock. I had been told that the white bed was an open stock item and there was nothing to worry about in so far as delivery was concerned.
August 27, 2014 - I followed up on my order. At that time, I was not provided an estimated delivery date. It was then that I was told the second twin bed was not in stock. However, when the order was originally placed I was told by the salesperson that it was in stock. She had checked the computer and said it was in stock.
.
September 11, 2014 - I followed up on my order. At that time I was not provided an estimated delivery date.
September 18, 2014 - I followed up on my order. At that time, I was not provided an estimated delivery date. I was informed my order was a special order. At no time prior to this event was I notified my order was a special order.
September 22, 2014 - I followed up on my order. At that time, I was informed my order would arrive September 25, 2014 and delivery would be no later than Monday, September 29, 2014.
September 25,2014 - I called customer service. At that time, I was notified my order would arrive October 13, 2014. I was told the mattresses and bed frames were not in.
September 29, 2014 - Customer service was informed of my intent to cancel and I was told I needed to come in to the store in order to do cancel.
September 30, 2014 - I arrived at the store to cancel and I was informed of a 30% cancellation fee.Desired Settlement: I want a total refund of what I paid $1,587.95 without any penalties or fees.
Business
Response:
Customer was able to get a refund for her items. Refund check has been submitted.
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 have not received a refund check. I went into the store (which I was required to do) on Friday, October 17, 2014 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 ($397.00 and $1,190.00 which they had cashed), Marlo Furniture would have to issue me a check and it would take up to 21 days. I have not received a refund check ($1,587.95).
Regards,
Business
Response:
Complaint noted; this has already been explained to the customer but will explain again: the money will be refunded. Refund checks take up to 21-business days to be processed. However, they WILL indeed be processed. The merchandise was canceled on 10/17. Therefore there will necessarily be more time needed for the check to be refunded.
Consumer
Response:
[redacted] called, complaint has been resolved, she did recieved her refund. **
Customer's chaise was canceled and funds sent to another invoice which was delivered on 12/13/2014. We hope the customer can now enjoy their new furniture.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...
this resolution is satisfactory to me.
Regards,
[redacted]
We apologize for any miscommunication that may have occurred during the purchase. The customer's invoice shows no coffee table on the order. It could very well be that the sales representative neglected to include that in the order. Nonetheless, the customer was certainly not charged for the coffee...
table. If the customer is still interested in the coffee table, they're more than welcome to make a separate purchase.
Marlo Furniture Forestville MD. I purchased a leather sectional with the double chair and the ottoman three years ago along with the warranty. The sectional was delivered on time but the other items were not. a month ago I noticed the ottoman and the chair were pealing in different areas. so I called the store and was to that Marlo furniture was no longer in business and there is nothing they can do. So I called an upholstery shop and was told it only does this when its not leather. What can you do in a situation like this...
Review: We purchased a leather couch from this company and opted for the additional 5 year warranty. I called [redacted], the warranty company, I was told that they would not cover our claim (second claim they wouldn't cover). When I inquired about a prorated refund they told me call Marlo for further help since the warranty was purchased through them. Of course when I called Marlo they told me to call [redacted], when I explained that I had they quickly told that they were bought out and will no longer honor any purchases / warranties that were through the old company.Desired Settlement: All I want is for the couch to either be fixed or replaced.
Review: On May 25th, 2013 I purchase a five thousand dollars (5,000.00) bedroom suite. My first delivery date was July 6th, 2013. A few pieces were damaged and had to be sent back. A few major pieces were missing and they were unable to attach the feet to the furniture because the screws that were delivered were the wrong size. My second delivery date was July 12th, 2013. Some of the items were fixed and others remained incomplete or broken.
I've called to Marlo customer service at least 8 times in an attempt to resolve this issue. No one from Marlo's has called me back. I've made several calls and even a trip back to the show room at Marlo's Furniture store on July 25th, 2013, where another email was sent to a customer service manager Cheryl, by a sales manager Charles Tyner. As of today August 14th, 2013, I have yet to hear from anyone at Marlo's Furniture. They have refused to give me a name of a person that I could talk to or send an email. They would only give me an address to send a certified letter to the board of directors which I did on August 7th, 2013. Again I have not heard from anyone.
Since July 6th, 2013 my mattress has been sitting on the floor where I now sleep because the parts are missing. None of the other pieces of furniture are completely assemble.Desired Settlement: I want them to deliver all the pieces and complete the job and, a phone call from someone in MANAGEMENT,
Review: I bought a dining table 2 years ago with an insurance advised by the agent because this insurance as per the agent will refund our money if we don't use the insurance or call their number after 2 years. Sounds great not a waste of money because if I don't use it they will refund my money unlike other insurance. But after 2 years I went back to the store to refund my money, marlo employee said they are now a different company because marlo is now owned by a different owner. I think it is now owned by [redacted] Furniture and they asked me to call the insurance. So I called the insurance and they said after 5 years and not 2 years is the contract they will give like a store credit. But Marlo Furniture said they don't have anything to do with the previous client of the previous company.Desired Settlement: Refund the money I paid for the insurance.
Business
Response:
Unfortuantely, the policy was established at Marlo - prior to the aquisition by [redacted] Furniture in 2012. The customer should contact their warranty company for a refund of the warranty. As of now, there's no way we can refund the warranty as we do not have any associations with the customer during the time of their initial purchase.
Review: On March 20, 2014 I purchased a wooden bunk bed, a metal loft bunk bed with a desk under top bunk, brown wooden chest, a twin mattress and a full mattress. the total was 3,307.15 and I put 1,600 down. since the purchases I have called them multiple times with no results. I have only received one phone call and this was last week. the phone call was stating that they longer carry the loft bed. I talked to someone at work and they stated that the same thing happen to them the year before and was denied a refund.Desired Settlement: If possible full refund.
Business
Response:
June 19, 2014Dear [redacted],The customer has been delivered all of his merchandise as of /17.If merchandise was no longer in stock – of course wed allow customer to receive full refund. This was not the case in this situation.Best Regards,
Review: On July 17, 2014 I ordered furniture from Marlo..I was told I would be ready in 2-6 weeks... after the 6 weeks was up I call and they said that one of my parts wasnt in and it would be delivered on September 26. 2014. Customer service told me then that im furniture could take up to 14 weeks for delivery. I thought that was rediculous and even told then that.. I wanted to know why I wasnt aware of that when I purchased the product??? that way I could have said no thanks and went some where else...So now the 26 of Sept is here and no call and no furniture?? I called the store and talked to the manager and he (Charles) tells me that the date for delivery of my stuff is now on October 1, 2014..Now it really getting rediculous.. So now I call customer service again and the tell me the furniture should be in on October 3, 2014.. Now I have 3 different dates form 2 people... now I feel im being lied to and im discussed with Marlo Furniture. So 10/3 comes and no call and no furniture,,,,So I call back to talk to Charles the manager of the store and they tell me is is busy so I leave my number for him to call me.. The next day I call back and they tell me that he is off and the other manager is busy so I leave my number again.. I havent heard back of either one of them to this day..Back to customer service..they say the the furniture wasnt on the shipment.. from China.. so it wasnt on the boat...Pressure boiling now... the new arrival date in October 27th.. Got a call on the 23 of Oct to say all my stuff is in and ready for delivery... I call and set up a date for delivery for October 28.. they call me the day before and tell me they will be at my home sometime between 10am-2pm.. so I take off work and the shipment arrives at 11:15 ish to 11:30ish.. the gentlemen bring in all the bedroom furniture and put it together.. call whom ever that call and I talked to them and said the guys were professional and no damage done except for there was no mirror for the dresser.. and it was reported and the lady on the phone said she would sent her boss and email about it... 3 days later on Friday Oct 31 I call customer service and see whats up with the status of my mirror?? they say all I have to do is set up a drop off time.. which consists of another 4hour window.. My thing is according to the contract I was availibe the time and day the drop off occured and they messed up the order, and they want me to miss another 4 hours from work to accomidate them for there mistake.. I said no. the mirror needs to be delivered when im off at 3pm.. They said they can promise that.. but I can pick up the mirror at the store.. I agreed if they give me my money back for delivery. they say not gonna happen.. So this goes on for about 15 or so minutes.. The customer service rep then call the guy that sets up the times and asks him about it and he cannot accommidate the hour of delivery to make me happy.. So to this day of November 4, I still have no mirror.. They say that can get it to me on Saturday November 15.. 17 and a half weeks after I ordered the furniture.. This is not customer service as I know it... Something really needs to be done...Desired Settlement: I would like to have some kind of refund for my time and patients on this matter and also some kind of apology.
Review: I bought my loveseat form this company in 2012. I was told by the salesperson "If I got the extended warranty that it would cover everything but animal related accidental ie chewing or urine". Last week a bolt broke of the frame that hold the cushion up. Now every time you sit on the couch the cushion sinks in. I called Marlo Furniture today and I was told they would only cover the parts. But I would have to pay for shipping and labor. I explained to them what I was told by the salesperson but they would not help me or refund the extended warranty price.Desired Settlement: Repair the broken loveseat for free.
Review: I purchased furniture along with a warranty on July 25, 2011 . The warranty company is [redacted]. This was the warranty company being used at the time of my purchase. When new management took over everything in the old Marlo system they are now locked out of. The warranty company stated Marlo never entered my warranty info into the system therefore I have no warranty. I paid for a warranty that I can't use and now have furniture which is damaged.
I called [redacted] and spoke to [redacted] a customer service manager and she stated "Marlo Furniture management no longer exhist the new management company is Marlo Home Furnishings and there is nothing they can do for me".Desired Settlement: I want my funds paid for this warranty refunded to my credit card.
Review: Marlo Furniture delivered a part of the entertainment system that was defective to my home and agreed to replace the defective item. They sent me the wrong part and now they do not want to provide the correct item. I spoke to [redacted] of Customer Service who agreed to send me a replacement back panel of the [redacted] left Pier but sent the wrong item.Desired Settlement: I am asking that the back panel of item #[redacted] Left pier) be replaced with a part that is not chipped and cracked.
Business
Response:
June 3, 2014Dear [redacted],Complaint has been noted. We ordered the correct part for the customer. We are awaiting the parts arrival. Once it comes in, we will send a certified service technicianto install it.Best Regards,
Review: I purchased a buffet/server from Marlo on April 24. The product was delivered on May 20, however, one of the doors would not close properly. The delivery person tried to adjust the catch but it still would not work. The delivery person called Customer Service and they said someone would contact me to schedule someone to come out to repair it. I called a few days later and the person I spoke with (I didn't get the name) said someone would contact me. Another wait; I called Marlo Customer Service on June 6 and spoke with a representative ([redacted]). After telling her the problem and asking to have someone come out, she told me I would have to take pictures of the problem and send them to her before she could schedule a repair. I explained to her that you could not tell anything by the photos, and requested that a service call be scheduled. She said "it costs us money every time we send someone out" and she needed the pictures to order the right part. She said as soon as she got the photos, she would open the e-mail with me on the line to go over them. I took the photos and e-mailed them to her. When I called to make sure she had them, she had gone for the day (no mention that she was leaving). The person I spoke with checked and said she had already ordered the part. She ordered the part before she even got the photos. I was told that once I received the part, to call and they would schedule the repair; it would take about 5-6 days for the part to come. I received the part on June 16; needless to say it was not the correct part. I called on June 17 (spoke to [redacted]) to tell them it was the wrong part and she said someone would contact me to schedule a person to come out but it would take 48 hours for them to call me. It is now June 24 and no one has called. I called a few moments ago and asked to speak with a supervisor or manager and was told no one was available and someone would call me back. I have no faith in that. I have had the buffet sitting in my dining room for over a month with a door that will not close. This entire order with Marlo has been a series of problems. I purchased a bed at the same time, which was delivered with the buffet. The bed that was delivered was not the one I ordered and had to be returned. I ended up cancelling that portion of the order because they said I would not be able to get the correct bed until June 21. I was issued a refund for the bed. Whenever I ask to speak to a manager I am told no one is available. I am really out of patience and this point and would like to get my money back. I don't want to deal with Marlo any longer.Desired Settlement: I would like to have them pick up the item and refund my credit card for the purchase price of the buffet and warranty.
Consumer
Response:
From: [redacted]
Date: Sat, Jul 5, 2014 at 11:28 AM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: "[email protected]" <[email protected]>
Marlo sent a technician to repair the lock on the buffet on July 2, which took about 5 minutes. I will close this complaint but would like the very poor customer service to go on their record. It does not make sense that a 5 minute latch adjustment takes almost 2 months.
Review: I went to Marlo Furniture to purchase a bedroom set on Feb 9th, 2014. I payed a processing fee of $35 dollars, and was notified that because of my good credit I would be able to finance my purchase with 0% interest. At the time of purchase I was notified that The estimated delivery would be march 10, 2014. I agreed to purchasing the furniture because I believed I would be receiving it around this time. My invoice shows what I am expecting however, no estimated end date is listed in the area that asks for that information. I received a ** credit card for my account in February. The last week of February I called Marlo customer service to check on my order. I was notified that my order was expected to be delivered on March 10th and might come sooner than that. Last week on about March 7th I received a voicemail from Marlo notifying that my order is scheduled to come in next week sometime. Today March 11th I called customer service to check on my order and was notified that the estimated delivery date is now April 1st and there is no guarantee it'll even come that day. The customer service representative stated that it can come anywhere between 12 weeks of the day that I order the furniture. This was very surprising for me, because I was never notified of this at the furniture store. I would have never considered ordering the furniture if I knew there was a possibility that it could come after the 2nd week of March. I've moved and am need of furniture. Naturally, I asked to then cancel my order because I am not able to wait that long. Because I never received my order, I was never char**d for it, the order was never processed I felt it would make since that I am able to cancel my purchase . I was told that I would be unable to cancel, unless I wanted to pay a fee of 30% of what my order is supposed to be, which is about 300 dollars. I feel that this has been bad business on Marlo Furnitures part. I feel that this is a scam, and a process that needs to be investigated. After reading many reviews I notice that Marlo has many complaints like mine. It's very unfortunate and my hope is that this can be solved.Desired Settlement: I would like to cancel my purchase, without being charged the 30% fee. Also would like to a refund of the $35 processing fee.
Review: Purchased a kitchen table and 4 chairs in February 2013 and it was delivered in May. 4 chairs came damaged. Two were repaired and 2 were returned. They delivered 2 more chairs and they were also damaged. On June 7, 2013 I sent pictures of the damaged chairs to their customer service department. They said they would order a replacement part and as of today, October 29, I still have not received it. I now have another damaged chair and am attempting to have it repaired or replaces. Over the past couple of weeks, I have consistently called their customer service department to resolve this issue. They tell me they will call me back to resolve this issue, and they have never called me back. This furniture is defective and very poor quality. I can only sit on 3 pf the 4 chairs and I have 4 members of my family. I've only had the table and chairs for 5 months.Desired Settlement: I want them to credit my Marlo Furniture credit card for the amount of $422.94 ($399 + 6% sales tax) and take the merchandise back.
Review: I bought some furniture from the [redacted] MD store in February and it was delivered in March of this year. The furniture is literally falling apart (i.e., ripping at the seams, cracking, peeling, legs falling off, etc.). I contacted the store for her and spoke to someone in customer service named "[redacted]" and she informed me that the damage to the furniture is not considered a "manufacturer's defect." This should not happen on furnature that is less than a year old. I asked to speak to a manager and was told that he was not available and that "she" did not know when he would be available. She also refused to give me the manager's last name, only that his name was "[redacted]." I asked if it was possible to contact a representative from the manufacturer, [redacted], and she said that she did not have their contact information. I said that you sell furniture that you get from them and that you don't have their contact information? She then said that she had it but she was not going to give it to me. If she lied about that she likely lied about everything else. They refuse to honor the one year manufacturer's warranty.Desired Settlement: I would like the furnature repaired or replaced at the very least. If not I would like a refund.
Business
Response:
cracking/peeling are not covered under the one-year manufacturing warranty. Also, with regards to this specific set and whether or not it's defective. We've sold many of this exact set (a very popular set) over the past year and haven't had any issues regardin peeling/cracking - at this point we're quite sure it's not inherently defective.
Review: We bought a Living room and Dining room furniture from Marlo. For the first delivery, they took an extra 2 weeks than promised. That too, they sent few items and hold on to others saying that they don't have them in stock. We still didn't say anything and waited patiently. This was back in in April, they had sent us a base for the cocktail table and they said they didn't have glass top and that they will send us in two weeks. My husband went there after 2 weeks, to pick up the glass-top. Though, he was nice and polite to them and the manager [redacted] was very rude and racist to him. My husband reminded him about their first meeting in the store then he remembered and said "Oh sorry, I thought you were **. [redacted] from [redacted] and that's why I was talking to you like that. Then, to bribe my husband and show him how nice he was with his customers, he gave him a pack of wine glasses. This shows that manager is racist and behaves rudely with all ethnic customers.Finally, a week later than promised, they sent the glass-top. When the glass top arrived the delivery man opened the base box to find that there were no nuts and bolts to assemble the table. In response, all they had to say was sorry and yet another empty promise to bring the bolts in 2 weeks. After four weeks of waiting, we called them again and (surprise, surprise!) they said SORRY and asked what part was missing? Two weeks ago, they had told us that our order was pending and now they were saying that our order was nonexistent! While this type of customer service was unforgivable, we let it slide this time but every time we called afterwards to check up on the order, we got the same answer each time.In the meantime, whenever we called the store they diverted us to service department and vice versa.After two months of hopping back and forth between the service department and the store, we were finally delivered our necessary hardware only to discover, it was the wrong kind!!! The delivery man who was assigned to us this time was also incredibly rude and thought it was acceptable to raise his voice at me in front of my children when I gave him suggestions to fix the table properly. I called them the sales associate [redacted] she promised to help and I told her to take this base back to the store and send us new base with the hardware in it or take the whole table back to the store and pay us back. She said, Oh I will call you and surely solve your problem. I told her that I have to talk to her manager. She put me on hold for a while and said he is busy. I was very upset and told her that she did nothing, she says that I called general manager I called the service department for you but if they didnt call you then thats not my problem. They have been forwarding our calls to other department and no one is listening to us. Just few min. ago, I had conversation with [redacted] and she didnt want to hear me so she hung up on me and I didnt pick up my phone. Then I tried from my home number, she picked up and says [redacted] is not here and manager is not here and says I cannot give you managers name as I will lose my job. I have lost my patience and now I want you to help us. I have read many bad reviews about Marlo Furniture and realized our mistake now. We have paid $220 for a service plan but I think it is complete waste of our hard earned money as they have no ability to satisfy their customer needs and requirements. In addition, we have not been able to host our house warming party for MONTHS now because we have packing material and boxes littered around our living room! After all this, we are STILL waiting for the right hardware.Desired Settlement: We either want everything replaced and get new table or we want them to refund.I am also worried their service towards future warranty program on the furniture we already have from them.we have kind of issues with them like customer service, delivery, product and what not...
Review: Bought a couple items on sat for next fri delivery. decided to cancel order on monday and called. was told that I had to come to the store to cancel that they couldn't do it over the phone. Asked for manager. transferred around finally u said I would be charged a 30% restocking fee. I refused to pay citing 72 hour return policy. she said that doesn't apply when I scheduled delivery. I had discover card refuse this charge. Very shady business practices and regretful customer service. Will never buy anything from this place again.Desired Settlement: I want a complete order cancellation and never have to deal with them again.
Review: I bought furniture at the Marlo store in [redacted] on February 18, 2007. They had a one-year promotion to pay without interest. I received the furniture on April 15, 2007. I paid in full until January, 2008, and the store charged me $500 because I paid "late". I had one year to pay, and if I bought in February, and I paid in January, I paid in less than one year. We bought furniture in another store, and they started to charge after delivery. The credit agency started to charge me, they call me fifteen times a day, harass me, and they even call my neighbor. I went to the store to speak with the salesperson and the manager. They treated me terribly.Desired Settlement: I want my credit cleaned, and to be paid for all the aggravation they caused me.
Review: August 13,2014 - I placed my order for the following items: [redacted] Merlot Twin Rails; [redacted] Merlot Twin Panel Headboard;[redacted] Merlot Twin Panel Footboard; [redacted] Merlot Nightstand; Chest, 5 Drawers, White; Twin Sleigh Headboard & Footboard, White; Twin Siderail Set (2) & Slats (5), White; [redacted] Firm Twin Mattress (2); and [redacted] Twin Box Spring (2). I was told I needed to pay $397.00 in order for my order to be processed and I wrote the check.
August 14, 2014 - I returned the next day and paid the balance ($1,190.95). Both checks (the one written August 13, 2014 and August 14, 2014) were cashed by Marlo Furniture on August 19, 2014. It was not until after the balance was paid that I was told that the white bed was not in stock. I had been told that the white bed was an open stock item and there was nothing to worry about in so far as delivery was concerned.
August 27, 2014 - I followed up on my order. At that time, I was not provided an estimated delivery date. It was then that I was told the second twin bed was not in stock. However, when the order was originally placed I was told by the salesperson that it was in stock. She had checked the computer and said it was in stock.
.
September 11, 2014 - I followed up on my order. At that time I was not provided an estimated delivery date.
September 18, 2014 - I followed up on my order. At that time, I was not provided an estimated delivery date. I was informed my order was a special order. At no time prior to this event was I notified my order was a special order.
September 22, 2014 - I followed up on my order. At that time, I was informed my order would arrive September 25, 2014 and delivery would be no later than Monday, September 29, 2014.
September 25,2014 - I called customer service. At that time, I was notified my order would arrive October 13, 2014. I was told the mattresses and bed frames were not in.
September 29, 2014 - Customer service was informed of my intent to cancel and I was told I needed to come in to the store in order to do cancel.
September 30, 2014 - I arrived at the store to cancel and I was informed of a 30% cancellation fee.Desired Settlement: I want a total refund of what I paid $1,587.95 without any penalties or fees.
Business
Response:
Customer was able to get a refund for her items. Refund check has been submitted.
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 have not received a refund check. I went into the store (which I was required to do) on Friday, October 17, 2014 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 ($397.00 and $1,190.00 which they had cashed), Marlo Furniture would have to issue me a check and it would take up to 21 days. I have not received a refund check ($1,587.95).
Regards,
Business
Response:
Complaint noted; this has already been explained to the customer but will explain again: the money will be refunded. Refund checks take up to 21-business days to be processed. However, they WILL indeed be processed. The merchandise was canceled on 10/17. Therefore there will necessarily be more time needed for the check to be refunded.
Consumer
Response:
[redacted] called, complaint has been resolved, she did recieved her refund. **