Review: purchased bed, mattress, dressers, side tables, and box spring from marlo furniture. Paid them to deliver merchandise and set-up bed. They completed the set-up and left. Later on I went downstairs to check out the bed. They left the plastic on box spring and removed the plastic from the mattress. Who does this! 2 days later my daughter came home from college sat on the bed and heard a cracking sound (mind you my daughter is 130 pounds!) She kept looking and didn't see anything while she was putting the mattress pad on the bed she discovered the plastic was still on the box spring. Her and her brother lifted the mattress off the bed and then lifted the box spring and found out the box spring was cracked as well as the side of the bed. Called Marlo switched me to service dept.and they wanted me to send photos. I sent several photos over a 2 week period but they claimed they never received the photos. Sent them once again with the invoice and still no word from Marlo. I believe there trying to stall until my 30 days expire!Desired Settlement: I prefer that they just refund my money back to me THe way I look at the bed is nice but it needs better support to hold the mattress and its foundation. The sides that hold the mattress and box spring is to thin it will crack again. Poor quality to support the mattress and boxspring.I have no problem keeping the bed as long as they replace the box spring. The bed however needs to returned to the manufacture and I should be refunded the total cost of the bed excluding the mattress
Consumer
Response:
You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
Review: We bought a sofa and loveseat from Marlo furniture in [redacted] last April. The furniture came with a 1 year warranty from Marlo and we bought the extended warranty as well. When the couch was 6 months old, the frame broke. We are still able to sit on it, but it sags in the middle and you can see the frame hanging down in the back. We contacted Marlo's customer service and described the problem. It took 3 calls to receive 1 follow-up and when we did they told us it was customer neglect and it was not covered. They did not come to see the sofa or give us an email address to send the pictures. I continued to call to no avail. In February I was given a customer service email address of [redacted] to send pictures to. I sent one email, and another 2 weeks later, and another a week after that. My husband contacted the parent company of [redacted] on Facebook hoping to promote a response, he did get a notice saying that someone would be contacting us shortly. That was 2 weeks ago, I have yet to hear from anyone. We found another email address of [redacted] and sent an email to that address as well. We believed we bought a quality product, and in case it wasn't, we purchased extra insurance. Our sofa should at the very least be looked at and repaired - but more likely replaced. It has been nearly 1 year since the purchase and it has been 6 months since the problem began with no follow through on the part of Marlo Furniture.Desired Settlement: The frame of our sofa is broken. You can see the wood falling down. We would like a replacement.
Review: I purchased a warranty on leather and wood furniture in September 2010 in excess of $6000. I contacted the warranty company, [redacted], and found out the warranty is not valid. Apparently, the Marlo representative put a fabric warranty in the system with [redacted] instead of leather and wood. I have contacted both companies and neither wants to handle the problem. Their stand is that it is not their problem. Neither is willing to rectify the problem that I did not create.
Marlo feels that because they are under new warranty and no longer work with [redacted], they do not have to rectify the problem. I have been in the Marlo store where I purchased the furniture and spoke with the original salesman. He also contacted [redacted] to no avail. Their defense is 'It's not my problem'.Desired Settlement: I would like my furniture replaced and the warranty for the additional 3 years that I purchased. Or I would like the refund of the money I paid for the warranty.
Review: I purchased a sofa set on 30 August 2014. I was told it would be available sometime in 4 weeks. I called several times after 4 weeks to find out when it would arrive. I was told they would call me when it arrives. Someone named [redacted] contacted me when it arrived and I scheduled a delivery date, and informed her that I can only reserve the service elevator for a certain time, and my time was 1-5 pm on 17 October 2014. I spoke with a Manager whose name is [redacted] around 2-3pm on 16 October 2014 and he told me that he spoke to the delivery company and they confirmed that they would be there "closer" to 1pm on 17 October, 2014. However, the delivery company left a voicemail at my office around 8 am on 17 October 2014 to tell me that they were on their way to my residence but they did not leave a number for me to call. I continued to work until 12:30 pm knowing that [redacted] had assured me that they would be there around 1pm. I went home and arrived at my residence before 1 pm and waited but no one came to deliver my sofa set. I called customer service and spoke to [redacted] first and she confirmed that my time was between 1pm and 5 pm as stated in the notes. I asked to speak to the manager and I spoke to a person named [redacted] who stated that she contacted the delivery company and they told her that they "offered me a time of 1-3pm and I refused". That is a complete falsification of the truth because why would I refuse a time of 1-3 pm when the time I had requested was 1-5 pm?. NOt a single individual offered to resolve the issue, and when I asked to speak to the General Manager, it took [redacted] a long time to find the name of [redacted]. When I asked how I could get hold of him, she told me she does not know how. I want to cancel my order, but they told me I have to pay a cancellation fee because I signed their form when I purchased the sofa set. Please help me get 100% refund of my money so I can go to a store with better customer service. I will greatly appreciate your help.Desired Settlement: Full refund of my money, without any cancellation charges, and an apology from the General Manager, whoever he or she may be.I am in the military & have served in several countries and US states and this has to be the worst customer service I have ever experienced. I have been in Maryland since July 15, 2014 and I have been sitting on folding chairs since I moved to my residence on August 15.I want to buy a sofa set, without the headaches that I have experienced with Marlo Furniture.Thank you
Review: February 20th I purchased the [redacted] collection with sales assistance [redacted]. We discussed the bed did not have a box-spring and he said bed did not need one. Well I wanted to cancel this order 3 days later and was told I couldn't cancel due to I scheduled a delivery. I was advised there would be a 30% charge for cancelling. Well that was over $800 for merchandise I had never received. I advised Marlo's no one ever explained that if you set up a delivery and cancelled the 30% charge would apply. So I was stuck with the merchandise. On February 25th the install took place and after the guy left I went to lay in the bed and noticed my mattress now sags in the middle. I immediately called [redacted] with customer service and explained to her my situation. Also advised her of 2 boards laying on floor the installer said I didn't need and provided her with pictures. Of course she said she couldn't get anyone out here until March 3rd. She does advise me the bed can be assembled 3 different ways but she isn't sure about the several ways. Sunday the 2nd of March Marlo's call and state delivery will take place on Monday. Monday comes and no call from Marlo's. I do understand there was a snowstorm but no one advised me the install was cancelled. So today March 4th I call [redacted] again and she apologizes no one called due to the way she entered the service ticket. So again I am inconvenienced so now I lost 2 days of work and now a 3rd is on the way as now they are saying they can send someone out Thursday March 6th. There has been several conversations with [redacted] in [redacted] va whether or not the bed on display has additional slats? So finally [redacted] calls back and states the bed on display does not need a boxspring and it has a roll of slats. She also stated she did not know if her installers added it or not. So I explained what is on display is different from delivery? I also made contact with another furniture dealer in the area who said the bed needs a roll of slats and bunkie boards. So was I not sold the right material to complete my order? I just find if very frustrating that I have to do all the research to find out what went wrong. Now [redacted] is saying bed needs low profile box-springs. I stated to her I do have boxsprings but it will add 9 inches additional to the bed and it will be too high. She also said that my bed may be too big for set. What! Well you all should mention that. I'm tired of Marlo's selfish policies geared to give them leverage in any means necessary. While I am out of 2 to 3 days of work and no one is compensating me for my time and I can't sleep in my bed since the 25th of March. Also [redacted] mentioned Oh you purchased through [redacted]? I asked her what does that mean? Am I being treated differently because I financed. Like I explained to her what does [redacted] have to do with a bed sinking in the middle?Desired Settlement: Please pick up your furniture.
Review: I purchased furniture on 08/12/2010, Marlo never input my warranty info into the system. Now that I need warranty from [redacted] I'm unable to get service. Not in [redacted]'s system and Marlo's new management "Marlo Home Furnishings" told me there's nothing they can do for me even though they still sell the same exact living room set. I spoke to a customer representative. I have may reciept and they are not honoring.Desired Settlement: I want them to honor the warranty or replace the damage piece that is in need of repair. White leather armless chair white.
Review: On February 9, 2013, I purchased dining set from Marlo Furniture(MF) located in [redacted], VA as I made full payment. The dining set includes table, 6 side chairs, 2 armchairs, and china. When the product was delivered on Feb 20th, I noticed some defect and tape marks on the face of hutch; and that same week, nails were falling from several chairs and one of the side chair cushion got loosen one came off from the base of the chair; and one side of arm on an arm chair also got loosen, etc. I immediately reported problem to Marlo through service department. MF exchanged three chairs after inspected by the technician they sent; however, they claimed that they have no item (hutch) left, so unable to exchange even though the tech indicated that issues on hutch isn't repairable. I was questioning refund since they have no more new item and it can't be repairable. MF insisted that I am responsible for 30% of fee in case I am returning the product although it was not my choice in the first place. I've been explained MF that if they can provide me the right --no defective--items, I'd like to keep the set. MF took the hutch back to be repaired and it took few months. When the hutch was delivered, it appeared the item was not repaired. On this day, buffet was damaged by delivery crew, so both hutch and buffet were sent back. On July 20th, delivery was made after long waiting them to be fixed. Two items MF delivered appeared two different items than they originally picked up, and they were not accepted due to safety hazard --didn't appear to be new item or properly repaired. I immediately reported to customer services with sending pictures of product delivered to me on 20th of July. Since July 20th, MF indicated that they can refund random amount --again after 30%-- without reasonable explanation. I've been trying to get explanation and resolve the issues, but service rep indicated that service manager or store manager will contact me, however I haven't heard back from anyone yet.Desired Settlement: The main issue was retailer (MF) could not provide reasonable quality of product to the customer. MF insist that I am the responsible party for 30 % of fee in case I return product. If I am provided product in reasonable condition, I'd like to keep the whole set as displayed; but if I have to request a refund, it shouldn't be regarded as a regular return because I am not making that choice, but required to return due to MF's failure to provide "the right item" to me the customer.
Consumer
Response:
complaint ID [redacted]Inboxx
To [redacted] We have not heard back from the company as of today,
. [redacted],
Thanks for the email. Within next few days, I'd like to forward pictures of the items (buffet & Hutch) Marlo Furniture (MF) attempted to deliver to me on July 20, 2013. They supposed to be in condition that can be deemed as "new," but they appeared to even have safety concern with mold and rust on top of defect and dent on the furniture. MF took them back and never heard back from them what need to be done or what their plan is. On 7/20/13, about 9-10 pictures were forwarded to MFcustomer services as directed by customer service. When I made contact with MF again few days later, customer service indicated that if I return items, I would be responsible for 30% of fee and they can even charge me some storage fee. I didn't even mentioned about "return," I just need the right furniture that can be used with rest of dining set. I wish MF would have minimum understanding how much hassles and time consuming the consumer had to deal with. This waste of time and resource on both parties could have been avoided if reasonable quality of product were delivered to me in the first place.
Review: A letter was mailed to the company on 17 Nonember 2014 requesting that they reconsider a decision they made not to refund payment ,nor pick up sofa . Invoice #[redacted] (June 20,14)
Business
Response:
The customer originally claimed that they were delivered the wrong items. Upon further inquiry, we discovered that the merchandise was not the wrong set. We confirmed this multiple times. Had we delivered the wrong set, we would have corrected the issue.
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: the business response does not address the compliant submitted which was: A letter was mailed to the company on 17 November 2014, requesting that they reconsider a decision they made not to refund payment ,nor pick up sofa.Invoice #[redacted] (20 June 2014). Note; The letter was sent by certified mail dated 17 November 2014, and was received by [redacted] on 19 November 2014
This has been the absolute worst customer service experience I have ever had. This company is inept, and unorganized with the worst customer service. I ordered a mattress, love seat, and chair from this company in early October. They were aware of my move-in date to my new apartment which was on November 7, 2015. The lady who ordered my furniture let me know that all my furniture would be arriving on my delivery date, except the chair which would take a few weeks longer. I understood and was fine with that.
About a week before my move in, the lady at Marlo called and said my couch wouldnt be arriving by my move-in. I was frustrated and wanted to know why. I went to Marlo in Rockville and they called the warehouse, and then she told me she worked it out and it WOULD be arriving November 7th. My move in date arrives, the truck drivers tell me they are outside and ready to deliver my stuff. When I go down to meet them, they ask me if customer service called me. I replied "no" very confused. They proceed to tell me every single piece of my furniture has been damaged besides my box spring, which is all they brought. I find this ABSOLUTELY UNACCEPTABLE. No one called to tell me this was the case. They call a lady, and I speak with her and she tells me she doesn't know what happened. This makes me even more frustrated because NO ONE could tell me what happened. The truck drivers dump off my box spring, no empathy or anything and leave. I'm making phone calls to regency furniture, only to be placed on hold 6 TIMES, and no answers from ANYONE.
I get a call 5 hours later from a lady who said my furniture just didn't get loaded on to the truck. I have so many questions and she was EXTREMELY vague and just said my furniture would arrive at my apartment Monday November 9th in the morning. I ask her why don't the guys just drop it off today? She proceeds to tell me they just dont have time. At this point, i'm extremely frustrated. No apology or anything from Regency Furniture, and lousy customer service.
Monday rolls around and I get a call 7 AM saying they don't have my mattress in stock. This was the most frustrating thing i've ever experienced. I immediately go to Marlo's in Rockville as soon as they open and explain to the manager my frustrations. He makes some phone calls to Regency and proceeds to tell me.."I was never getting my furniture delivered to me today" Regency and Marlos LIED to me about my delivery. They never intended on coming because they didn't have anything to give to me. They tore my couch trying to put it on the truck and they never had to mattress in stock. The manager at Marlo didn't offer to make it right. I told him cancel my order IMMEDIATELY. The thought of this company makes me sick to my stomach. I am an easy person to work with, but I've been lied to so much by a company that I had to make my frustrations known. This company needs to be reported.
Review: I purchased a couch, and love seat from Marlo furniture store on June 9th, 2013. It was delivered on June 14, 2013. While delivering the furniture, The delivery guys knocked my large picture off my wall on to my glass top end table breaking the table and one of my dolls that went to a doll set my son brought me from Japan. I have made many calls to get them to compensate me for my items but, I keep getting the run-around, and promises to be called back, but I do not here anything from them until I call them. The guys measured the remaining table before they left on June 14th. Then I took pictures of the broken table as well as the doll that they threw in the trash with the glass, and sent the pictures by email to Marlo. I gave them the measurements three times, as well as made several calls to see if I could find a replacement. These were some of the things they told me to do. Every time I called It would be different things they wanted me to do ,the last thing was for me to draw a circle on a cardboard. I told them I did not have a cardboard that large. The lady on the phone told me to go to the dollar store and buy it, then bring the drawing to them. I told her at that time that I thought that they should put up more of an effort to compensate me than for me to have to do all of the leg work. I then asked to speak to a manager, I was told that the manager would call me back. That was 09-04-13. I haven't heard anything from them since. They also refused to pay for my doll set that was broken.Desired Settlement: Replacement of my glass table or compensation if they cannot find me a 2 foot round glass table top and also to be compensated for the doll that was broken from my set from Japan.
Review: I purchased a glass table top from Marlo Furniture. When the table was delivered (3 months after it was originally promised), I discovered that the table had 2 small chips. I kept the original table while waiting for the second table. The second table that was delivered had a huge chunk of glass missing. I immediatley sent that one back. When I received a call to have the third table top delivered, I asked if they could give me a specific time for delivery because this would be my third time taking off work and I could not afford to take off for another 4 hour period of time. The young lady told me that I would receive a call the night before delivery and given a 4 hour time frame and that if I was not available during the scheduled time that I would be charged for the delivery. I have called several times to speak to a supervisor to no avail. I am told that someone would return my call but as of today no one has returned my call.Desired Settlement: To avoid having to take off work again, I am willing to keep the original table top and negotiate a $150 cash refund to commensate for the small chips. The original cost of the table was $659. It will cost me at least $258 in annual leave if I take off work for another 4 hour period.
Review: I purchased a couch for $2.3k in January 19th. It was marked as "in-stock for immediate delivery".
Once bought, Marlo revised to me saying 2 to 6 weeks.
Once the 6 weeks mark reached, I went back to the store advertising the same "in stock" couch. I was asked to wait 2 more weeks.
Today, March 14th, I demanded a refund but the sign is still advertising for immediate delivery.Desired Settlement: Change in policy and advertisement. We need honest businesses
Review: ON 03/03/2013, I bought a coffee tables set from Marlo (Invoice # [redacted]) , and I bought a five years Warranty for the set. ( [redacted] REGISTRATION NUMBER IS [redacted]).I got it delivered by Marlo to my home after 8 weeks. On delivery the main table was damaged . I called the store . They gave me the Customer Service phone and email which is ###-###-#### and the in charge lady is [redacted] , I sent her the email and the photo .and I keep calling her , finally she send me somebody who replaced the top of the main table with wrong part (Different color and texture) . My wife stated that on the delivery papers , and I called [redacted] again and told her about that. She promise to find a correct part and called me back ,. Since that time I keep calling her , the one who answer the phone always tells me she is on the other lind and she will call you back, but she never did . I called more than 14 times . Last time I called the one who answered the phone told me that [redacted] said she is not willing to handle that no more and she did it first time as a courtesy. So I end up with unmatched set of tables. I called the number on my warranty paper , They say the warranty will not cover that , because the damage occurred in delivery .Desired Settlement: I bought a new item and I bought a 5 years warranty for it ,they should be responsible for deliver it to me in a good shape . And to honor the warranty
Review: On March 16, 2013 my fiance and I purchased a couch, sofa, coffee table, dining table, and 6 dining chairs.The furniture was not delivered until May 21, 2013 because "it had to be ordered". On the date of delivery, the crew said they "forgot" 1 chair at the warehouse, and they damaged the coffee table surface while assembling it outside (4 inch crack in the top on the left corner, and the laminate edging is cracked off even further).This was all recorded and logged on our delivery receipt, as well as the lead delivery guy calling the store, and us talking with customer service before he left. They assured us a technician would be out to assess the damage, and the chair would be brought right over.Since that time we have called the store several times, now on a daily basis. It is now August 6, 2013... we still have a damaged coffee table, and no chair.The store customer service is rude and useless. We get the same response that "[redacted] will call back by 4:30 today to schedule a technician, and she is looking into the chair", but no one ever calls back.Today was the last straw, when the representative thought she had me on hold, and spoke to another co-worker about "This woman has called since June (muffle muffle muffle) I wish I could just punch her in the face"This company is a joke. We spent over $3000 on this furniture. We expected NEW... it got lost and damaged by them, and they have done nothing at all to resolve the issue.If I wanted scratched, dented, or damaged furniture I would have gone to the thrift store. I paid good money, and I want what I paid for!!! NEW, Undamaged, and DELIVERED!We paid 600 for the coffee table, and 900 for the dining room set with 6 chairs! Brand NEW! Not Scratch and Dent, or missing and mangled.Desired Settlement: I want the coffee table replaced, or at least the top of it.I want the 6th chair from the set delivered.I paid full price for brand new furniture... I did not pay for "scratch and dent". I demand this matter be resolved accordingly!I waited 6 weeks for the original order to come in, meaning it was BRAND NEW! I demand that this be resolved with BRAND NEW condition furniture... not some "patch job" or band aid.The cost of the coffee table was 600, The chair was part of a whole set for 900
Review: This has been an ongoing issue with marlo furniture. Because of their poor customer service, I ended up in contact with [redacted] after filin with [redacted] in 2010. I thought the issue was fixed. [redacted] offered a warranty for the kids loft bed set and sent out people to fix the brand new furniture to try to fix the issues. I noticed the bed was falling apart and was partially set up. I tried using the warranty. The warranty company said I needed to contact marlo since the problem was not broken furniture, it was improperly set up furniture. I was told the warranty wouldnt cover it. I was told by the furniture store that the loft bed was discontinued therefore they didnt have the correct parts to fix the bed. I tried having marlo pick up the set for a month or two because it had become a health hazard. My son couldnt sleep on the bed because the railing was falling apart fro being set up incorrectly and without all of the parts that were needed to safely and securely set up the loft bed.
[redacted] of Marlo furniture has referred me back to the warranty company. This is how its been trying to resolve the issue with marlos furniture store.Desired Settlement: I would like to have a refund or at the least be able to get another loft bed set w/ desk..... Thank you
Also, I no longer have the loft bed. It had screws coming out that pieced my sons skin and he was unable to use it because it was a injury waiting to happen.
Review: I purchased a warranty for my furniture back in 2008 and they indicated that if I do not use my insurance during the 5yrs of the warranty I can come back and use that towards the purchase of new products.
I called today to confirm that and I was told that the offer can’t be honored any longer due to the fact that it is under a new management.Desired Settlement: A refund of the 339.00 I paid for the product, or honoring their contract to use the money towards new merchandise.
Review: I copied and pasted a copy of the certified letter I sent to the Marlo Furniture Board of Directors
I received signed receipt, so I know they received the letter. The letter explains my problems.
[redacted]
---- [redacted], MD 20746
July 2, 2014
Marlo’s Furniture Board of Directors [redacted], MD [redacted]
Board of Director’s:
Invoice Number [redacted] You are my last hope!! On April 26, 2014 I went to Marlo’s in [redacted] because I saw a commercial on TV saying they were having a 55% off sale. [redacted] met me at the door and showed me around the store. I found a dining room pedestal table that I liked a lot. He told me that with the 55% off the table and 4 chairs would cost me $969.95. I told him I hadn’t planned to spend more than $1,000, so that was a good price.
I was told the table and chairs would be delivered on April 30, 2014. They attempted to deliver a table top without a pedestal base and 4 chairs on that date. I did not accept that order because I could not use the table without a base. The delivery man (**. [redacted]) called customer service with my complaint. They took the table top and chairs back. After they left, I called customer service. I was told I would have to come back to the store to purchase the pedestal base. I told her to cancel my order. She said if I canceled I would have to pay a 30% cancellation fee. I was shocked! It was not my fault that the salesman did not put the pedestal base on the order. I did not want to pay 30% , so I went back to the store on May 2, 2014 and paid extra $118.98 for the base. I sent a complaint to your web site, but I never got a response. A copy is enclosed.
I was told the table, base and chairs would be delivered on May 5, 2014. The delivery men bought the tabletop in without the box on that date. They assembled the table. The table top wobbled. Not the base. They said it was nothing they could do. They suggested that I may need to put wood under it. I was shocked again. They left me with the table. After they left I noticed several blemishes and what looked like a cigarette burn on the table top. I called customer service with these complaints.
On May 13, 2014 I called again. I spoke with [redacted] in the Repair Center. She said I would have to send her pictures of the blemishes and the cigarette burn. I did that and called back. She said a repair technician would call. On May 17, 2014, I was called and told the tech would be here May 22, 2014.
On May 22, 2014, the tech came and removed the cigarette burn. He also suggested I buy some wood to put under the table. I got the wood, but the table top still wobbled and the wood at the bottom made the table look bad. I really think the problem is the way the table top and the base are attached.
There is no support for the table top. I removed the wood and called your repair center again on May 30, 2014. I talked to Erica. She said she would send e-mail to the tech dept and that I should wait 5-7 days to hear from them . I had not heard from them by June 16, 2014, so I called back again. I talked to Kyla this time. She said tech should call me to make another appointment.
No one called, so I called the Repair Center again on June 25, 2014. I talked to Jasmine this time. She put me on hold for a long time. She came back to apologize for making me wait. She said she was going to the showroom and check the table on display. She said she would call me back. I have not received her call.
I called the repair center again today July 2, 2014 @ 301-735-2087 x5. The phone rang at least 20 times, but here was no answer. So I called Customer Service to get your mailing address. It has been over 2 months now and I am not satisfied with this table. I asked one of the reps if I could just come in and select another table. I was told no. Isn’t there something you can do to make this table top level with more support? I really like the table. If you can’t fix it, can I get another table?
Thanks for reading all of this. I really need help with my wobbly table. Please let me hear from you.
Sincerely,
[redacted]Desired Settlement: Another pedestal table
Business
Response:
The Service Department has determined that the table is not defective, but may be a bit wobbly because of the way in which it was designed. This is not a defect, but rather, the way the table was designed. Ultimately, the Service Department found no damage that wasn't able to be fixed.
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: The table does wobble!! Now they say it wobbles because of the way it was designed. Why didn't they tell me that back in April/May. They told me to put the table over wood pieces to level it and keep it from wobbling. If it was in the way it was designed, why didn't they say so back then!! Customer Service put me through a whole lot of anxiety for over 3 months. The customer service is not good. When I sent the certified letter to the Board, they did not respond at all. All I was trying to get from the Board of Directors was a response. If they knew all along that there was a design problem, they should have told me and allowed me to get another table.My first complaint was that they delivered the table top without the pedastal base. I told them to cancel the order because I could not use the table without the base. They said if I canceled, I would have to pay a 30% cancellation fee. I did not want to pay a 30% fee, so I had to go back to the store to pay for the base. They should have given me the base since it was the saleman's fault that I did not get it. When everything was re-delivered, the table top had cigarettes burns on it and it wobbled. This is when my second complaint began.
Review: Six years ago and bought a furniture in Marlo and signed for a type of insurance that should turn into a store credit if not used in five years. I didn't use it and called a store last year July to ask them can I use it. Lady told me that it cannot expire and I can come to a store and use it. I didn't go until this year. lady by the name Ms. Ahmed told me that there is nothing in their computer, and after a management changed in 2012, things that took place before that time,
" do not count". So Marlo took from me 224 dollars , and God knows how much money from other people who bought this insurance. I have sent a message to Marlo headquarters but nobody responded.Desired Settlement: I want a store credit approved or a refund check issued to me.
Business
Response:
August 11, 2014Dear [redacted],We apologize for the inconvenience. The customer purchased from Marlo before Marlo went out of business in 2012. As a result of Marlos going out of business, it was acquisitioned by another furniture store which wont refund warranties that were part of the previous ownerships deal.Best Regards,
Review: I purchased a daybed from Marlo Furniture in April 2014, along with an additional warranty of $229 for protection against damage, and the rail on the side of the bed broke because it was not properly assembled (the first screw on the rail was not installed -- causing the weight on the second screw to snap off and break the rail). I contacted both Marlo Furniture and the company that held the warranty protection on several occasions and they both informed me that breakage was not covered; however, if the bed had been assembled properly, the breakage would not have occurred. I was also informed by Marlo that this particular bed was discontinued and not in stock.
I have mobility issues (debilitating/degenerative arthritis) and I need a bed that I do not wake up in the middle of the night thinking the bed will come crashing to the floor. This has been going on for quite some time...my next step and last resort will be to file a small claims court case.Desired Settlement: I would like a refund of the bed and the $229 refunded so that I can go elsewhere to purchase another bed.
Business
Response:
Bed was not assembled wrong. The bed was damaged by customer usage.
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 pictures of the rail that shows the missing screw that resulted in and put pressure on the rail that caused the break. The picture also shows where another screw/bolt is missing from the bottom of the "trundle bed" base.Unfortunately, I cannot get my camera phone to act accordingly; however, I will save to an SD card and upload later...
Review: I ordered furniture on October 24, 2013 (invoice number [redacted]). It is now 14 weeks since I paid in full and still no furniture. The salesman quoted a delivery in 2 to 6 weeks. I called them 4 times already and they always say that it will be available soon. Now they are telling me that it MIGHT BE available on March. What kind of service is that? I will never go to this shop again.Desired Settlement: I want a full refund If my order is not delivered by the end of the February 2014.
Review: purchased bed, mattress, dressers, side tables, and box spring from marlo furniture. Paid them to deliver merchandise and set-up bed. They completed the set-up and left. Later on I went downstairs to check out the bed. They left the plastic on box spring and removed the plastic from the mattress. Who does this! 2 days later my daughter came home from college sat on the bed and heard a cracking sound (mind you my daughter is 130 pounds!) She kept looking and didn't see anything while she was putting the mattress pad on the bed she discovered the plastic was still on the box spring. Her and her brother lifted the mattress off the bed and then lifted the box spring and found out the box spring was cracked as well as the side of the bed. Called Marlo switched me to service dept.and they wanted me to send photos. I sent several photos over a 2 week period but they claimed they never received the photos. Sent them once again with the invoice and still no word from Marlo. I believe there trying to stall until my 30 days expire!Desired Settlement: I prefer that they just refund my money back to me THe way I look at the bed is nice but it needs better support to hold the mattress and its foundation. The sides that hold the mattress and box spring is to thin it will crack again. Poor quality to support the mattress and boxspring.I have no problem keeping the bed as long as they replace the box spring. The bed however needs to returned to the manufacture and I should be refunded the total cost of the bed excluding the mattress
Consumer
Response:
You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
Review: We bought a sofa and loveseat from Marlo furniture in [redacted] last April. The furniture came with a 1 year warranty from Marlo and we bought the extended warranty as well. When the couch was 6 months old, the frame broke. We are still able to sit on it, but it sags in the middle and you can see the frame hanging down in the back. We contacted Marlo's customer service and described the problem. It took 3 calls to receive 1 follow-up and when we did they told us it was customer neglect and it was not covered. They did not come to see the sofa or give us an email address to send the pictures. I continued to call to no avail. In February I was given a customer service email address of [redacted] to send pictures to. I sent one email, and another 2 weeks later, and another a week after that. My husband contacted the parent company of [redacted] on Facebook hoping to promote a response, he did get a notice saying that someone would be contacting us shortly. That was 2 weeks ago, I have yet to hear from anyone. We found another email address of [redacted] and sent an email to that address as well. We believed we bought a quality product, and in case it wasn't, we purchased extra insurance. Our sofa should at the very least be looked at and repaired - but more likely replaced. It has been nearly 1 year since the purchase and it has been 6 months since the problem began with no follow through on the part of Marlo Furniture.Desired Settlement: The frame of our sofa is broken. You can see the wood falling down. We would like a replacement.
Review: I purchased a warranty on leather and wood furniture in September 2010 in excess of $6000. I contacted the warranty company, [redacted], and found out the warranty is not valid. Apparently, the Marlo representative put a fabric warranty in the system with [redacted] instead of leather and wood. I have contacted both companies and neither wants to handle the problem. Their stand is that it is not their problem. Neither is willing to rectify the problem that I did not create.
Marlo feels that because they are under new warranty and no longer work with [redacted], they do not have to rectify the problem. I have been in the Marlo store where I purchased the furniture and spoke with the original salesman. He also contacted [redacted] to no avail. Their defense is 'It's not my problem'.Desired Settlement: I would like my furniture replaced and the warranty for the additional 3 years that I purchased. Or I would like the refund of the money I paid for the warranty.
Review: I purchased a sofa set on 30 August 2014. I was told it would be available sometime in 4 weeks. I called several times after 4 weeks to find out when it would arrive. I was told they would call me when it arrives. Someone named [redacted] contacted me when it arrived and I scheduled a delivery date, and informed her that I can only reserve the service elevator for a certain time, and my time was 1-5 pm on 17 October 2014. I spoke with a Manager whose name is [redacted] around 2-3pm on 16 October 2014 and he told me that he spoke to the delivery company and they confirmed that they would be there "closer" to 1pm on 17 October, 2014. However, the delivery company left a voicemail at my office around 8 am on 17 October 2014 to tell me that they were on their way to my residence but they did not leave a number for me to call. I continued to work until 12:30 pm knowing that [redacted] had assured me that they would be there around 1pm. I went home and arrived at my residence before 1 pm and waited but no one came to deliver my sofa set. I called customer service and spoke to [redacted] first and she confirmed that my time was between 1pm and 5 pm as stated in the notes. I asked to speak to the manager and I spoke to a person named [redacted] who stated that she contacted the delivery company and they told her that they "offered me a time of 1-3pm and I refused". That is a complete falsification of the truth because why would I refuse a time of 1-3 pm when the time I had requested was 1-5 pm?. NOt a single individual offered to resolve the issue, and when I asked to speak to the General Manager, it took [redacted] a long time to find the name of [redacted]. When I asked how I could get hold of him, she told me she does not know how. I want to cancel my order, but they told me I have to pay a cancellation fee because I signed their form when I purchased the sofa set. Please help me get 100% refund of my money so I can go to a store with better customer service. I will greatly appreciate your help.Desired Settlement: Full refund of my money, without any cancellation charges, and an apology from the General Manager, whoever he or she may be.I am in the military & have served in several countries and US states and this has to be the worst customer service I have ever experienced. I have been in Maryland since July 15, 2014 and I have been sitting on folding chairs since I moved to my residence on August 15.I want to buy a sofa set, without the headaches that I have experienced with Marlo Furniture.Thank you
Review: February 20th I purchased the [redacted] collection with sales assistance [redacted]. We discussed the bed did not have a box-spring and he said bed did not need one. Well I wanted to cancel this order 3 days later and was told I couldn't cancel due to I scheduled a delivery. I was advised there would be a 30% charge for cancelling. Well that was over $800 for merchandise I had never received. I advised Marlo's no one ever explained that if you set up a delivery and cancelled the 30% charge would apply. So I was stuck with the merchandise. On February 25th the install took place and after the guy left I went to lay in the bed and noticed my mattress now sags in the middle. I immediately called [redacted] with customer service and explained to her my situation. Also advised her of 2 boards laying on floor the installer said I didn't need and provided her with pictures. Of course she said she couldn't get anyone out here until March 3rd. She does advise me the bed can be assembled 3 different ways but she isn't sure about the several ways. Sunday the 2nd of March Marlo's call and state delivery will take place on Monday. Monday comes and no call from Marlo's. I do understand there was a snowstorm but no one advised me the install was cancelled. So today March 4th I call [redacted] again and she apologizes no one called due to the way she entered the service ticket. So again I am inconvenienced so now I lost 2 days of work and now a 3rd is on the way as now they are saying they can send someone out Thursday March 6th. There has been several conversations with [redacted] in [redacted] va whether or not the bed on display has additional slats? So finally [redacted] calls back and states the bed on display does not need a boxspring and it has a roll of slats. She also stated she did not know if her installers added it or not. So I explained what is on display is different from delivery? I also made contact with another furniture dealer in the area who said the bed needs a roll of slats and bunkie boards. So was I not sold the right material to complete my order? I just find if very frustrating that I have to do all the research to find out what went wrong. Now [redacted] is saying bed needs low profile box-springs. I stated to her I do have boxsprings but it will add 9 inches additional to the bed and it will be too high. She also said that my bed may be too big for set. What! Well you all should mention that. I'm tired of Marlo's selfish policies geared to give them leverage in any means necessary. While I am out of 2 to 3 days of work and no one is compensating me for my time and I can't sleep in my bed since the 25th of March. Also [redacted] mentioned Oh you purchased through [redacted]? I asked her what does that mean? Am I being treated differently because I financed. Like I explained to her what does [redacted] have to do with a bed sinking in the middle?Desired Settlement: Please pick up your furniture.
Review: I purchased furniture on 08/12/2010, Marlo never input my warranty info into the system. Now that I need warranty from [redacted] I'm unable to get service. Not in [redacted]'s system and Marlo's new management "Marlo Home Furnishings" told me there's nothing they can do for me even though they still sell the same exact living room set. I spoke to a customer representative. I have may reciept and they are not honoring.Desired Settlement: I want them to honor the warranty or replace the damage piece that is in need of repair. White leather armless chair white.
Review: On February 9, 2013, I purchased dining set from Marlo Furniture(MF) located in [redacted], VA as I made full payment. The dining set includes table, 6 side chairs, 2 armchairs, and china. When the product was delivered on Feb 20th, I noticed some defect and tape marks on the face of hutch; and that same week, nails were falling from several chairs and one of the side chair cushion got loosen one came off from the base of the chair; and one side of arm on an arm chair also got loosen, etc. I immediately reported problem to Marlo through service department. MF exchanged three chairs after inspected by the technician they sent; however, they claimed that they have no item (hutch) left, so unable to exchange even though the tech indicated that issues on hutch isn't repairable. I was questioning refund since they have no more new item and it can't be repairable. MF insisted that I am responsible for 30% of fee in case I am returning the product although it was not my choice in the first place. I've been explained MF that if they can provide me the right --no defective--items, I'd like to keep the set. MF took the hutch back to be repaired and it took few months. When the hutch was delivered, it appeared the item was not repaired. On this day, buffet was damaged by delivery crew, so both hutch and buffet were sent back. On July 20th, delivery was made after long waiting them to be fixed. Two items MF delivered appeared two different items than they originally picked up, and they were not accepted due to safety hazard --didn't appear to be new item or properly repaired. I immediately reported to customer services with sending pictures of product delivered to me on 20th of July. Since July 20th, MF indicated that they can refund random amount --again after 30%-- without reasonable explanation. I've been trying to get explanation and resolve the issues, but service rep indicated that service manager or store manager will contact me, however I haven't heard back from anyone yet.Desired Settlement: The main issue was retailer (MF) could not provide reasonable quality of product to the customer. MF insist that I am the responsible party for 30 % of fee in case I return product. If I am provided product in reasonable condition, I'd like to keep the whole set as displayed; but if I have to request a refund, it shouldn't be regarded as a regular return because I am not making that choice, but required to return due to MF's failure to provide "the right item" to me the customer.
Consumer
Response:
complaint ID [redacted]Inboxx
To [redacted] We have not heard back from the company as of today,
. [redacted],
Thanks for the email. Within next few days, I'd like to forward pictures of the items (buffet & Hutch) Marlo Furniture (MF) attempted to deliver to me on July 20, 2013. They supposed to be in condition that can be deemed as "new," but they appeared to even have safety concern with mold and rust on top of defect and dent on the furniture. MF took them back and never heard back from them what need to be done or what their plan is. On 7/20/13, about 9-10 pictures were forwarded to MFcustomer services as directed by customer service. When I made contact with MF again few days later, customer service indicated that if I return items, I would be responsible for 30% of fee and they can even charge me some storage fee. I didn't even mentioned about "return," I just need the right furniture that can be used with rest of dining set. I wish MF would have minimum understanding how much hassles and time consuming the consumer had to deal with. This waste of time and resource on both parties could have been avoided if reasonable quality of product were delivered to me in the first place.
Thanks for your listening!
[redacted]###-###-####
Review: A letter was mailed to the company on 17 Nonember 2014 requesting that they reconsider a decision they made not to refund payment ,nor pick up sofa . Invoice #[redacted] (June 20,14)
Business
Response:
The customer originally claimed that they were delivered the wrong items. Upon further inquiry, we discovered that the merchandise was not the wrong set. We confirmed this multiple times. Had we delivered the wrong set, we would have corrected the issue.
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: the business response does not address the compliant submitted which was: A letter was mailed to the company on 17 November 2014, requesting that they reconsider a decision they made not to refund payment ,nor pick up sofa.Invoice #[redacted] (20 June 2014). Note; The letter was sent by certified mail dated 17 November 2014, and was received by [redacted] on 19 November 2014
Regards,
This has been the absolute worst customer service experience I have ever had. This company is inept, and unorganized with the worst customer service. I ordered a mattress, love seat, and chair from this company in early October. They were aware of my move-in date to my new apartment which was on November 7, 2015. The lady who ordered my furniture let me know that all my furniture would be arriving on my delivery date, except the chair which would take a few weeks longer. I understood and was fine with that.
About a week before my move in, the lady at Marlo called and said my couch wouldnt be arriving by my move-in. I was frustrated and wanted to know why. I went to Marlo in Rockville and they called the warehouse, and then she told me she worked it out and it WOULD be arriving November 7th. My move in date arrives, the truck drivers tell me they are outside and ready to deliver my stuff. When I go down to meet them, they ask me if customer service called me. I replied "no" very confused. They proceed to tell me every single piece of my furniture has been damaged besides my box spring, which is all they brought. I find this ABSOLUTELY UNACCEPTABLE. No one called to tell me this was the case. They call a lady, and I speak with her and she tells me she doesn't know what happened. This makes me even more frustrated because NO ONE could tell me what happened. The truck drivers dump off my box spring, no empathy or anything and leave. I'm making phone calls to regency furniture, only to be placed on hold 6 TIMES, and no answers from ANYONE.
I get a call 5 hours later from a lady who said my furniture just didn't get loaded on to the truck. I have so many questions and she was EXTREMELY vague and just said my furniture would arrive at my apartment Monday November 9th in the morning. I ask her why don't the guys just drop it off today? She proceeds to tell me they just dont have time. At this point, i'm extremely frustrated. No apology or anything from Regency Furniture, and lousy customer service.
Monday rolls around and I get a call 7 AM saying they don't have my mattress in stock. This was the most frustrating thing i've ever experienced. I immediately go to Marlo's in Rockville as soon as they open and explain to the manager my frustrations. He makes some phone calls to Regency and proceeds to tell me.."I was never getting my furniture delivered to me today" Regency and Marlos LIED to me about my delivery. They never intended on coming because they didn't have anything to give to me. They tore my couch trying to put it on the truck and they never had to mattress in stock. The manager at Marlo didn't offer to make it right. I told him cancel my order IMMEDIATELY. The thought of this company makes me sick to my stomach. I am an easy person to work with, but I've been lied to so much by a company that I had to make my frustrations known. This company needs to be reported.
Review: I purchased a couch, and love seat from Marlo furniture store on June 9th, 2013. It was delivered on June 14, 2013. While delivering the furniture, The delivery guys knocked my large picture off my wall on to my glass top end table breaking the table and one of my dolls that went to a doll set my son brought me from Japan. I have made many calls to get them to compensate me for my items but, I keep getting the run-around, and promises to be called back, but I do not here anything from them until I call them. The guys measured the remaining table before they left on June 14th. Then I took pictures of the broken table as well as the doll that they threw in the trash with the glass, and sent the pictures by email to Marlo. I gave them the measurements three times, as well as made several calls to see if I could find a replacement. These were some of the things they told me to do. Every time I called It would be different things they wanted me to do ,the last thing was for me to draw a circle on a cardboard. I told them I did not have a cardboard that large. The lady on the phone told me to go to the dollar store and buy it, then bring the drawing to them. I told her at that time that I thought that they should put up more of an effort to compensate me than for me to have to do all of the leg work. I then asked to speak to a manager, I was told that the manager would call me back. That was 09-04-13. I haven't heard anything from them since. They also refused to pay for my doll set that was broken.Desired Settlement: Replacement of my glass table or compensation if they cannot find me a 2 foot round glass table top and also to be compensated for the doll that was broken from my set from Japan.
Consumer
Response:
Revdex.com of Metro DC and Eastern PA
Review: I purchased a glass table top from Marlo Furniture. When the table was delivered (3 months after it was originally promised), I discovered that the table had 2 small chips. I kept the original table while waiting for the second table. The second table that was delivered had a huge chunk of glass missing. I immediatley sent that one back. When I received a call to have the third table top delivered, I asked if they could give me a specific time for delivery because this would be my third time taking off work and I could not afford to take off for another 4 hour period of time. The young lady told me that I would receive a call the night before delivery and given a 4 hour time frame and that if I was not available during the scheduled time that I would be charged for the delivery. I have called several times to speak to a supervisor to no avail. I am told that someone would return my call but as of today no one has returned my call.Desired Settlement: To avoid having to take off work again, I am willing to keep the original table top and negotiate a $150 cash refund to commensate for the small chips. The original cost of the table was $659. It will cost me at least $258 in annual leave if I take off work for another 4 hour period.
Review: I purchased a couch for $2.3k in January 19th. It was marked as "in-stock for immediate delivery".
Once bought, Marlo revised to me saying 2 to 6 weeks.
Once the 6 weeks mark reached, I went back to the store advertising the same "in stock" couch. I was asked to wait 2 more weeks.
Today, March 14th, I demanded a refund but the sign is still advertising for immediate delivery.Desired Settlement: Change in policy and advertisement. We need honest businesses
Review: ON 03/03/2013, I bought a coffee tables set from Marlo (Invoice # [redacted]) , and I bought a five years Warranty for the set. ( [redacted] REGISTRATION NUMBER IS [redacted]).I got it delivered by Marlo to my home after 8 weeks. On delivery the main table was damaged . I called the store . They gave me the Customer Service phone and email which is ###-###-#### and the in charge lady is [redacted] , I sent her the email and the photo .and I keep calling her , finally she send me somebody who replaced the top of the main table with wrong part (Different color and texture) . My wife stated that on the delivery papers , and I called [redacted] again and told her about that. She promise to find a correct part and called me back ,. Since that time I keep calling her , the one who answer the phone always tells me she is on the other lind and she will call you back, but she never did . I called more than 14 times . Last time I called the one who answered the phone told me that [redacted] said she is not willing to handle that no more and she did it first time as a courtesy. So I end up with unmatched set of tables. I called the number on my warranty paper , They say the warranty will not cover that , because the damage occurred in delivery .Desired Settlement: I bought a new item and I bought a 5 years warranty for it ,they should be responsible for deliver it to me in a good shape . And to honor the warranty
Review: On March 16, 2013 my fiance and I purchased a couch, sofa, coffee table, dining table, and 6 dining chairs.The furniture was not delivered until May 21, 2013 because "it had to be ordered". On the date of delivery, the crew said they "forgot" 1 chair at the warehouse, and they damaged the coffee table surface while assembling it outside (4 inch crack in the top on the left corner, and the laminate edging is cracked off even further).This was all recorded and logged on our delivery receipt, as well as the lead delivery guy calling the store, and us talking with customer service before he left. They assured us a technician would be out to assess the damage, and the chair would be brought right over.Since that time we have called the store several times, now on a daily basis. It is now August 6, 2013... we still have a damaged coffee table, and no chair.The store customer service is rude and useless. We get the same response that "[redacted] will call back by 4:30 today to schedule a technician, and she is looking into the chair", but no one ever calls back.Today was the last straw, when the representative thought she had me on hold, and spoke to another co-worker about "This woman has called since June (muffle muffle muffle) I wish I could just punch her in the face"This company is a joke. We spent over $3000 on this furniture. We expected NEW... it got lost and damaged by them, and they have done nothing at all to resolve the issue.If I wanted scratched, dented, or damaged furniture I would have gone to the thrift store. I paid good money, and I want what I paid for!!! NEW, Undamaged, and DELIVERED!We paid 600 for the coffee table, and 900 for the dining room set with 6 chairs! Brand NEW! Not Scratch and Dent, or missing and mangled.Desired Settlement: I want the coffee table replaced, or at least the top of it.I want the 6th chair from the set delivered.I paid full price for brand new furniture... I did not pay for "scratch and dent". I demand this matter be resolved accordingly!I waited 6 weeks for the original order to come in, meaning it was BRAND NEW! I demand that this be resolved with BRAND NEW condition furniture... not some "patch job" or band aid.The cost of the coffee table was 600, The chair was part of a whole set for 900
Review: This has been an ongoing issue with marlo furniture. Because of their poor customer service, I ended up in contact with [redacted] after filin with [redacted] in 2010. I thought the issue was fixed. [redacted] offered a warranty for the kids loft bed set and sent out people to fix the brand new furniture to try to fix the issues. I noticed the bed was falling apart and was partially set up. I tried using the warranty. The warranty company said I needed to contact marlo since the problem was not broken furniture, it was improperly set up furniture. I was told the warranty wouldnt cover it. I was told by the furniture store that the loft bed was discontinued therefore they didnt have the correct parts to fix the bed. I tried having marlo pick up the set for a month or two because it had become a health hazard. My son couldnt sleep on the bed because the railing was falling apart fro being set up incorrectly and without all of the parts that were needed to safely and securely set up the loft bed.
[redacted] of Marlo furniture has referred me back to the warranty company. This is how its been trying to resolve the issue with marlos furniture store.Desired Settlement: I would like to have a refund or at the least be able to get another loft bed set w/ desk..... Thank you
Also, I no longer have the loft bed. It had screws coming out that pieced my sons skin and he was unable to use it because it was a injury waiting to happen.
Review: I purchased a warranty for my furniture back in 2008 and they indicated that if I do not use my insurance during the 5yrs of the warranty I can come back and use that towards the purchase of new products.
I called today to confirm that and I was told that the offer can’t be honored any longer due to the fact that it is under a new management.Desired Settlement: A refund of the 339.00 I paid for the product, or honoring their contract to use the money towards new merchandise.
Review: I copied and pasted a copy of the certified letter I sent to the Marlo Furniture Board of Directors
I received signed receipt, so I know they received the letter. The letter explains my problems.
[redacted]
---- [redacted], MD 20746
July 2, 2014
Marlo’s Furniture Board of Directors [redacted], MD [redacted]
Board of Director’s:
Invoice Number [redacted] You are my last hope!! On April 26, 2014 I went to Marlo’s in [redacted] because I saw a commercial on TV saying they were having a 55% off sale. [redacted] met me at the door and showed me around the store. I found a dining room pedestal table that I liked a lot. He told me that with the 55% off the table and 4 chairs would cost me $969.95. I told him I hadn’t planned to spend more than $1,000, so that was a good price.
I was told the table and chairs would be delivered on April 30, 2014. They attempted to deliver a table top without a pedestal base and 4 chairs on that date. I did not accept that order because I could not use the table without a base. The delivery man (**. [redacted]) called customer service with my complaint. They took the table top and chairs back. After they left, I called customer service. I was told I would have to come back to the store to purchase the pedestal base. I told her to cancel my order. She said if I canceled I would have to pay a 30% cancellation fee. I was shocked! It was not my fault that the salesman did not put the pedestal base on the order. I did not want to pay 30% , so I went back to the store on May 2, 2014 and paid extra $118.98 for the base. I sent a complaint to your web site, but I never got a response. A copy is enclosed.
I was told the table, base and chairs would be delivered on May 5, 2014. The delivery men bought the tabletop in without the box on that date. They assembled the table. The table top wobbled. Not the base. They said it was nothing they could do. They suggested that I may need to put wood under it. I was shocked again. They left me with the table. After they left I noticed several blemishes and what looked like a cigarette burn on the table top. I called customer service with these complaints.
On May 13, 2014 I called again. I spoke with [redacted] in the Repair Center. She said I would have to send her pictures of the blemishes and the cigarette burn. I did that and called back. She said a repair technician would call. On May 17, 2014, I was called and told the tech would be here May 22, 2014.
On May 22, 2014, the tech came and removed the cigarette burn. He also suggested I buy some wood to put under the table. I got the wood, but the table top still wobbled and the wood at the bottom made the table look bad. I really think the problem is the way the table top and the base are attached.
There is no support for the table top. I removed the wood and called your repair center again on May 30, 2014. I talked to Erica. She said she would send e-mail to the tech dept and that I should wait 5-7 days to hear from them . I had not heard from them by June 16, 2014, so I called back again. I talked to Kyla this time. She said tech should call me to make another appointment.
No one called, so I called the Repair Center again on June 25, 2014. I talked to Jasmine this time. She put me on hold for a long time. She came back to apologize for making me wait. She said she was going to the showroom and check the table on display. She said she would call me back. I have not received her call.
I called the repair center again today July 2, 2014 @ 301-735-2087 x5. The phone rang at least 20 times, but here was no answer. So I called Customer Service to get your mailing address. It has been over 2 months now and I am not satisfied with this table. I asked one of the reps if I could just come in and select another table. I was told no. Isn’t there something you can do to make this table top level with more support? I really like the table. If you can’t fix it, can I get another table?
Thanks for reading all of this. I really need help with my wobbly table. Please let me hear from you.
Sincerely,
[redacted]Desired Settlement: Another pedestal table
Business
Response:
The Service Department has determined that the table is not defective, but may be a bit wobbly because of the way in which it was designed. This is not a defect, but rather, the way the table was designed. Ultimately, the Service Department found no damage that wasn't able to be fixed.
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: The table does wobble!! Now they say it wobbles because of the way it was designed. Why didn't they tell me that back in April/May. They told me to put the table over wood pieces to level it and keep it from wobbling. If it was in the way it was designed, why didn't they say so back then!! Customer Service put me through a whole lot of anxiety for over 3 months. The customer service is not good. When I sent the certified letter to the Board, they did not respond at all. All I was trying to get from the Board of Directors was a response. If they knew all along that there was a design problem, they should have told me and allowed me to get another table.My first complaint was that they delivered the table top without the pedastal base. I told them to cancel the order because I could not use the table without the base. They said if I canceled, I would have to pay a 30% cancellation fee. I did not want to pay a 30% fee, so I had to go back to the store to pay for the base. They should have given me the base since it was the saleman's fault that I did not get it. When everything was re-delivered, the table top had cigarettes burns on it and it wobbled. This is when my second complaint began.
Review: Six years ago and bought a furniture in Marlo and signed for a type of insurance that should turn into a store credit if not used in five years. I didn't use it and called a store last year July to ask them can I use it. Lady told me that it cannot expire and I can come to a store and use it. I didn't go until this year. lady by the name Ms. Ahmed told me that there is nothing in their computer, and after a management changed in 2012, things that took place before that time,
" do not count". So Marlo took from me 224 dollars , and God knows how much money from other people who bought this insurance. I have sent a message to Marlo headquarters but nobody responded.Desired Settlement: I want a store credit approved or a refund check issued to me.
Business
Response:
August 11, 2014Dear [redacted],We apologize for the inconvenience. The customer purchased from Marlo before Marlo went out of business in 2012. As a result of Marlos going out of business, it was acquisitioned by another furniture store which wont refund warranties that were part of the previous ownerships deal.Best Regards,
Review: I purchased a daybed from Marlo Furniture in April 2014, along with an additional warranty of $229 for protection against damage, and the rail on the side of the bed broke because it was not properly assembled (the first screw on the rail was not installed -- causing the weight on the second screw to snap off and break the rail). I contacted both Marlo Furniture and the company that held the warranty protection on several occasions and they both informed me that breakage was not covered; however, if the bed had been assembled properly, the breakage would not have occurred. I was also informed by Marlo that this particular bed was discontinued and not in stock.
I have mobility issues (debilitating/degenerative arthritis) and I need a bed that I do not wake up in the middle of the night thinking the bed will come crashing to the floor. This has been going on for quite some time...my next step and last resort will be to file a small claims court case.Desired Settlement: I would like a refund of the bed and the $229 refunded so that I can go elsewhere to purchase another bed.
Business
Response:
Bed was not assembled wrong. The bed was damaged by customer usage.
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 pictures of the rail that shows the missing screw that resulted in and put pressure on the rail that caused the break. The picture also shows where another screw/bolt is missing from the bottom of the "trundle bed" base.Unfortunately, I cannot get my camera phone to act accordingly; however, I will save to an SD card and upload later...
Regards,
Review: I ordered furniture on October 24, 2013 (invoice number [redacted]). It is now 14 weeks since I paid in full and still no furniture. The salesman quoted a delivery in 2 to 6 weeks. I called them 4 times already and they always say that it will be available soon. Now they are telling me that it MIGHT BE available on March. What kind of service is that? I will never go to this shop again.Desired Settlement: I want a full refund If my order is not delivered by the end of the February 2014.