Review: We live and own our condo as well as all the tenants in our 32 condo senior building. We collected money from our homeowners in our building to purchase a sofa and loveseat for our lobby. On June 8, 2013, three of us made the purchase at Marlo Furniture in [redacted], Md. All through our purchase we told the staff this was for our lobby. The furniture has a one year warranty and we purchased a five year extended warranty for $119.99. In December, 2013, the leg on the sofa broke. We visited the store, talked to [redacted] the store manager who said he would talk to Customer Service and get back to us. After no response we called [redacted] and found out our lobby is considered commercial and is not warranty covered. We never considered our home lobby to be commercial. The extended warranty [redacted], said they may return part of our $119.99 fee. So after six months we have less money, a broken sofa leg, and Marlo does not want to fix it.Desired Settlement: We would like our year warranty with Marlo honored. They should fix the sofa leg or replace the sofa. Our entire extended warranty with [redacted], $119.99 should be refunded since they deem our lobby commercial and will not cover it.
Review: I purchased a sofa and loveseat set on 12/11/2012. I first noticed that something was wrong with the sofa (loveseat was fine) within 3 to 4 months after the purchase. I couldn't figure out why the cushions of the sofa was sinking in along the entire sitting area. So, I called the store to see if they could do something about the problem. They told me that they would call me back about the problem; and of course, they never called. I called again and they put me on hold for a very long time, then transferred me to another representative who told me to call the store back. After another couple of weeks went by, I went to the store location and all of the employees in there acted as if they had no idea what to do. They thought there was a problem with the cushions, but I told them that it was a manufacturer defect. After several more attempts at calling the store with no success, I enlisted the help of the warranty company; hoping they could talk to them for me. On October 10, 2013 (10 months after the initial purchase), I spoke to "[redacted]" in customer service. She told me to email pictures of the problem to: [redacted] So that's exactly what I did--and I still have the original email that was sent to them.
From there I left it in their hands because I was tired of dealing with such poor service. So, a few more months went by and I decided to call them again, only to receive more empty promises. So on 02/25/2015 I made yet another attempt to get this issue resolved by calling the warranty company again (I do have a 5 year warranty but it does NOT cover manufacturer defects) and they called the service department of Marlo/[redacted] furniture again. They spoke to a contact there named "Shannon" and she told them to tell me that she would get back to me within a week to resolve the issue. She NEVER called. So on 03/23/15 I called the service department myself.....20 rings, no answer. Called again on 03/27/2015....20 rings, no answer. Called again on 03/30/2015 and someone in the service repair dept named "[redacted]" answered. She saw the notes from 2013 and told me that even though my reported claim was within the first year, there is nothing that they will do because it is now outside of the one year period. At this point, all I can say is WOW!Desired Settlement: I've called these people over 20 times in total. They need to contact me (for a change) and offer me a new matching sleeper sofa--one that is not defective.
Review: On July 5th, my fiance and I ordered a sleeper sofa and recliner in advance of a bridal shower we are hosting for friends and family over Labor Day weekend. We were promised deliver within 6 weeks of the furniture. However, after 6 weeks, we had not heard from Marlo furniture regarding the status of our delivery. I contacted the store, where I was told the order would take up to additional 8 weeks. I asked to speak to a manager, and was told I would be called back within 48 hours. However, I was not called back. I then went to the store to speak to the manager in person. After speaking to the manager, he offered another sleeper sofa and 24 hours to think about it. We decided to take the new sofa. However, we were told that it was sold in the meantime and was unavailable. We were given the offer to cancel the order or wait a bit longer for the sofa to arrive, which we did. On August 23rd, I was contacted saying the sofa had arrived and delivery would take place on the week of August 25th. I received a call from the delivery service saying that delivery was confirmed for between 10 am and 2 pm on August 27th. After delivery was confirmed, we arranged for our old couch to be sold, and delivered it on the evening of August 26th. On the morning of August 27th, I received a call stating the furniture was damaged and could not be delivered as promised. I am now without furniture...Desired Settlement: We are now without furniture. It has been almost 2 months since the order was placed and delivery has still not taken place. We would like to have furniture, whether from Marlo or from another store. We would appreciate furniture delivered at no cost to our apartment the same day we choose it or we desire for the order to be canceled immediately, with this complaint kept on file for record.
Business
Response:
We apologize for the delay in the merchandise. We have ordered a new piece for the customer. Should the customer choose to recieve the new set, it will be brand new in good condition. If the customer does not wish to wait for the new set, then they can cancel the order at the store.
Review: I purchased bedroom set on black Friday. Marlo had advertise if you spend $1299 or more you get 32 inch TV or x box. I chose 32 inch TV. I never got the TV up to now. I spent $2800 in the store. This issue is been going for about close to two years. I been to the store for about ten times, I spoke with manager. I went one register to get $200.00 gift card. I never got it. Now I been told that someone used the gift card and they are acused me of you used it. I told them I did not received it.Desired Settlement: I just want 32 inch flat TV or $200.00 gift card. This is false advertising.
Business
Response:
September 1, 2014Dear [redacted],The customer purchased during a promotion and was given a 200 gift card to be used for a purchase of their choosing. This purchase could be used for a TV or an -Box or any purchase they choose, According to [redacted], the customer received their card in May. The card was used up over a three-day period, from /29-/12013. Customer denied that they had ever received the card. We checked with [redacted] and it turns out that they had, in fact, used the card for purchases of their own choosing.
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:
Regards,
I never received the $200.00 gift card. I asked them to send me prove or receipt with my signature on. or where are the location that the gift card was used. or what items were purchased with the gift card, I live in [redacted] Maryland. I think someone in the store use it and they are covered up for them. also I was told that in order to received the gift card I must go to the store and turn in my certificate. up to now I still have my certificate that was given when I made the purchased. Marlo Furniture needs to stop accused me of their mistake. if I can not get my $200.00 gift card that they was advertise, I will take this to court. Thank you
Review: I purchased the [redacted] dining set from Marlo Furniture. According to the manufacturer the table includes two protective leaf bags. I did not receive these bags upon delivery, and Marlo customer service is giving me the run around every time I call.Copied from A.R.T.'s website: RECTANGULAR DINING TABLE[redacted]"w x 70/106"d x 30"hIncludes two 18" leaves and protective leaf bags.Desired Settlement: I just want the two leaf bags that go with the table
Business
Response:
September 1, 2014Dear [redacted],We have already responded to this complaint on August 16. We have stated that the leafs for the customers table have been ordered. Please reopen the case as to reflect that we have indeed responded (twice now),
Consumer
Response:
[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.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Review: Marlo Furniture on [redacted] have the worse customer service. I made a payment for a furniture and I was told at that precise moment that I had 90 days to pay off my merchandise, contract was sign and I left.Well,3 weeks before the 90 days, I went to the store and pay off for my product. I ask for a delivery day and this is when the nightmare started. They did not have my furniture in the store which I was ok with that but I ask when will you deliver it to my house,her response was I do not know. They stated they had to make a phone call to the warehouse I guess to get a day.OK, the representative call and still say they did not have a delivery day. I ask her so how I will now what day to take off from work to wait for my merchandise. At this point, I had to leave because I was on my lunch break and it was getting late. I call the following day and a Rep by the name of [redacted] gave me the same answer. I ask for a Manager she claimed she was the manager. She also stated she will find out a day of delivery.I call back after three days and they still did not have a day and the Rep stated she was going to send an email to the warehouse I told her that mean you did took action before.I then ask again for another Manager, she claim there were no Manager available.I call again last week,to obtain a delivery date they finally gave me one and stated they will call four hours ahead to give a time. On the deliver day,today,they delivery guy call me and said "I will be there in ten minutes".I respond I thought I was going to receive a call ahead of time, I am at work.The guy said "well I will take it back to the store".I had to call my fianc to go home and wait for the delivery. I then call him back and told him someone will be there in 20 minutes, he delivery guy said if he is not here in 20 minutes I will leave. When, my fianc arrived the driver in 15 minutes was left already. I call the store and he was right around the corner, he return.I call the store again and ask for a manager,no manageDesired Settlement: I will like an 1 apology2 a Manager to call because I am sure they do not know what happen.3 I will like this statement public for other people to know about this store.
Review: I have purcahsed bedroom set from Marlo Furniture . on the day of the delivery night stand were missing from my deliverd Item I have called several times their cutomer service line to responed about my inquiery . my issue has not been resolvedDesired Settlement: I would like to deliver of my missing order(night stand) or refund my money .
Review: I purchased a full living room set for over two thousand dollar from this company. When it came time for delivery I received a voice mail to confirm a delivery time and date but I was not available to receive the phone call. When I call back customer service to give them a time and date they already assigned one to me, which was not conveinent for my schedule. I was then told that if the assigned time was not conveinent for me. I was going to be charged an additional $50 to reschedule my appointment which I did not pick on top of the $140 I already paid for delivery. I tried to explain that I did not choose the time that was given to me for delivery but the distrubution manager was not trying to help out or hear what I had to say. Now I am forced to call out of work and reschedule all my meeting because my delivery was made without my approval. This company has the worst customer service I have ever encounter and I will never give my business or recommend anyone to this company. Once Marlo Furniture Store get your money they do not care about their customers service satisfaction.Desired Settlement: I would like a curtesy phone call acknowledging and apologizing about their bad customer service.
Review: Back in June my husband and I went to Marlo's to purchase a mattress. the saleslady [redacted] helped me and assured me that I would have my mattress by a certain date, which is why I agreed to purchase the mattress. while I was there I saw a good deal other pieces of furniture and decided to purchase that as well. the whole reason why I bought the mattress in the first place was because I needed it for family members coming in town. the mattress came two weeks later than promised and we missed the delivery time. now they are going to charge me a redelivery fee to have it redelivered. I have spoken with [redacted] and no one seemed like they wanted to help, with the exception of [redacted]. I feel like the fee should be waived just due the fact that[redacted] lied and said the bed would be delivered on a certain date.Desired Settlement: waive the redelivery fee
Review: I purchase a bedroom set first from Marlo and then a stand when they delivery the items I was not home when I got home I notice that the top of the stand was really bad so that same day I contact Marlo and they told me to take a picture and email it to them. I did that then a sales person contact me back and said yes it is really bad and that she would have somebody from the corperate office to contact me well it take 3 days before I was contact and then they told me its nothing they could do its a manufactor defect so I then in return told them I am not satified with the item they told me they are not going to return or exchange it.So I ask them so you are telling me if I am not happy with this there is nothing you all can do and in return once again they told me No. So they are just taking people money and robbing them because if you paid for something and you are not happy with it you should be able to exchange it or get your money back at least I thought. I am not happy with them or there customer services they are ripping people off for they hard earn money and times are to hard to let someone take what you work so hard for, I really need help with this because I have 3 children to take care of and if I wanted to give away my money like that I could have spent it or myself or my kids. ThanksDesired Settlement: I would like to have what a paid for a new stand because if I wanted a used or damage one I could have gone else where. Give people what they paid for and not rip them off.
Review: I contacted Marlo Furniture on 3/8/2014 concerning a product that I purchase with a 5-year warranty on 3/16/2010. The customer service representative told me that this was a product/receipt from the old company "Marlo Furniture", they said that they were now Marlo Home Furnishings and have no access to the older customer records and thus are unable to honor my warranty item. When I asked for the information for the old warranty company they gave me two numbers to companies that do not cover my product. The cost of this now useless warranty was $100. I totally feel cheated. There website still states that they have been serving the area since 1955, but if they are supposedly the same company (as they are advertizing), then they should be able to honor the products that were sold. I would advise that customers avoid a company that has such dishonest tactics. I am not sure what recourse I have in this matter.Desired Settlement: It would be ideal if I could have my [redacted] cooler repaired.
Review: I came to Marlo to purchase a dining room set and a buffet. I found the items, but when I got to the financing table, I had a problem. I was told that I had a $ 70.00 processing fee that the financing company ([redacted]) charges to open a new line of credit. I found that odd and questioned the fee. After the customer service agent called [redacted] to see if I had to pay the processing fee (because I had an account open with their sister company, [redacted],) she informed me that they would still need to apply the charge. Feeling baffled and pressured, I went ahead with the transaction. I later contacted the financing company who informed me that they have no such charges. Marlo is a predatory company that charges processing fees for financing and hopes their consumers do not question the sources of whom they blame. They need to stop with the unethical processing fees to beef up the total and use up your total line of credit. They also pressure consumers to buy a $ 199 warranty that does not cover breakage and that's all furniture can do is break.Desired Settlement: Marlo has trained their salespersons to ask consumers if they are looking to finance; even before consumers begin to look for merchandise. The desired outcome that I would like to see is the salespersons to notify consumers of all fees associated with financing BEFORE they begin to look at merchadise (and finance it) and to stop blaming the financing company for the processing fee to open the line of credit. Also to stop pressuring consumers to buy the bogus warranty, which does not cover the obvious damage that furniture would have.
Review: I did purchased two recliners and the representative offered me to get 90 days finance with [redacted] program. I did make make initial payment at purchasing , then additional three monthly payments .After that I was told that I have to go to the store and make final payment to complete the deal. That is when I found that my last payment is including three months rent fee, because the deal is you lease the furniture until is paid off. The trick is that nobody tells you that. This people are dishonest and unethical. I would never go back there.Desired Settlement: I would like to get refund for $162.00 Marlo charged me for renting my recliners.
Business
Response:
We sincerely apologize for the customer's issues. However, this complaint needs to be directed at the [redacted] program which the customer made the payment deal with, not the store, since [redacted] is a seperate company.
Review: I ordered 5 pieces of furniture from Forestville 3 of the 5 pieces are damaged and they will not let me get a refund or exchange for the cheap furniture.Desired Settlement: refund or exchange
Review: Ordered furniture on December 22, 2012. Contacted customer service about delivery several times and was told I couldn't get delivery unless I paid more money and was made to wait until Feb 23, 2013 for them to come deliver. I had two separate invoices of which the delivery fee paid was approximately $70. When the table and chairs were delivered right after the delivery personnel left I noticed that all four chairs rock and the table top was slightly misaligned. I was told by customer service that when the delivery company had to come out to bring the other half of my sectional the guys would repair the chair. When they came out they brought the brought half of the sectional and said they had no repair ticket for the chairs. I once again called customer service and was advised that it would be on the manifest of the next delivery. On March 22 the delivery driver refused to fix the furniture and he let the service representative know this. Since I was inconveniencing people to stay home with my delivery issues I requested the furniture be returned. No one will return my calls or come get this furniture. I had an attorney send a notice to the store at which still no one has responded. The store manager has even hung up on me. I just want to do business with someone else.Desired Settlement: For them to come pick up the furniture and I will come to the store for a refund.
Review: I bought furniture from Marlo in early 2009 worth about 5000.00 dollars. I bought the warranty from them as well. The only reason I bought the warranty from them was because the sales representative told me that if I don't use the warranty I will get a refund of 500.00 after 5 years.
I just placed order for new furniture with them in Dec. 2014 but didn't buy the warranty this time around. I was repeatedly told by the store manager and sales rep that their shouldn't be any problem getting my refund for the old warranty. I just needed to speak with customer service.
I spoke with customer service and they told me they can't help me as their company bought Marlo and there is nothing they can do for me.
This is unacceptable. When companies buy each other out they take on liabilities as well. No company just buys another company without assuming liabilities, that would be ludicrous. That would mean that I can run million dollar debt on my company and sell that company to another entity but the new entity wouldn't be liable for the debt ... I don't even see how a transaction like that can complete!!
At this point I am very disappointed and upset. If Marlo fails to honor their commitment I will be proceeding with a law suit.
Thanks.Desired Settlement: Marlo is responsible for honoring the commitments they make. Consumers don't know who owns a particular company as companies are switching hands all the time; that is a normal business practice. I deal with Marlo as Marlo and have no idea who owns the company on the back end. I expect that when someone at Marlo makes a promise whoever is current owner of Marlo has an obligation to honor that promise and fulfill it.
Business
Response:
We have no problem refunding a warranty that was never used five years after purchase. However, the problem with this particular complaint (and the information associated with it) is that we cannot verify the customer actually purchased anything five years ago. The closest invoice we have with this customer on file (using the last name and address) is a purchase from December 30, 2012. This is not five years old. If the customer does have another purchase, that is five years old, please send us the invoice of that particular invoice and we'll be happy to look into it.
Review: I ordered a bedroom set to be delivered May 29, 2014. One of the dressers was damaged, so they said they had to order a new one. After two weeks of not hearing anything I called to inquire about the status of the new dresser. The representative said it would take 2-6 weeks to come in. 6 weeks later, they are now telling me it will be in August 20, 2014. Everyone keeps telling me different things and the customer service representative did not have any customer service at all. She was rude and kept interrupting me whenever I would ask a question.Desired Settlement: I want a dresser that matches the rest of my set, so I would still like it delivered. But if this continues I would like a refund at the full retail price for the inconvenience it has caused.
Business
Response:
July 29, 2014Dear [redacted],We apologize for the delay in merchandise. We ordered the dresser as soon as the customer made a complaint about it and discovered it was damaged. The dresser is scheduled to come into our warehouse on August 17, 2014. Were aware that this is a long time. This furniture only comes in containers so we cant order items for this set piece-by-piece as we would some of our other products.Best Regards,
Review: recently moved to our new home and were very much excited about this move. But this excitement was completely shattered with the purchase
we made from Marlo. We did order couple of furniture from other different furniture stores but we never had any issues. When we ordered our master
bedroom furniture from Marlo, [redacted] we were given 6 to 8 weeks of delivery time and we were ok with it. The credit card was charged to the full
amount of the furniture as soon as the purchase was made instead of after the delivery but still we were fine.
We made the purchase on 7/5/2013 and we waited, it was a long wait. We thought we will somehow adjust ourselves in this mean time and we
were using the comforter to sleep on during this period. We were contacted and the delivery was supposed to be made on 8th of August but
since we could not take some time off it was again postponed to next thursday i.e., 8/15/2013.
It was indeed delivered on 8/15/2013 but had a big issue. We were told instead of bringing king foot board, they brought queen footboard. We
did contact the customer service and we were told that the model is discontinued and they don't have them anymore and when we tried to
cancel the order for the same reason, we were told we need to come to the store personally and can cancel the order.
When by husband went to the store on 8/19/2013, the store manager said he will not cancel it and asked us to wait for couple of more days. So we waited till
today and there is no proper response from them.
Since its a huge amount we cannot make another order from somewhere else. We do not know whether they are going to deliver it or not.
They want us to wait.....we already waited for so long. And on top of that the store manger wants us to take some other furniture from this store.
I have been living here for so long but have never come across this kind of a person. I have seen stores, where if the customer is not satisfied they
take the product and charge back but here in this case even though its their fault, they does not want to refund back the money.
we want this to be settled at the earliest, refund our money back so that atleast we can go with our next choice.
Since its their fault they should also pay us additional amount for this delay. Before making this purchase order, they should have made sure atleast
whether this product is discontinued or not. Or atleast once they were aware of it they should have informed the customer and should have cancelled the order
themselves.Desired Settlement: And also pay additional amount for this delay
Business
Response:
Revdex.com of Metro DC and Eastern PA[redacted] More 113 of 120 Fwd: complaint
#[redacted].InboxxRevdex.com of Metro DC and Eastern PAAug 29to me---------- Forwarded message ----------
Review: I am filing a complaint against the [redacted] location (Marlo Furniture). On 3/22/14 I put a deposit on a sectional and a bedroom set neither of them were in stock. On 4/11/14 I returned to the store with the full intention of buying the product I learned it was not in stock and would take a long time to be delivered. My wife and I determined it would be too long therefore we asked for a refund of our deposit. At this point [redacted]. informed my wife and I that they (Marlo Furniture) will deduct 10% of the invoice from my down payment. I disagreed and told him because he did not have the products available I should not have to be charged but if it was available I would understand. I went to the cashier who then summoned the manager [redacted]. I explained to **. [redacted] that since he does not have the furnitures in stock we are going to ask for a return of our deposit. He immediately said that I will be assess a 10% charge of the invoice amount and of course I said I don't think so because you don't have the products in stock and I did not block you from selling anything. With no customer service skills at all, **. [redacted] offered no soulution to this issue other than to attempt to refund my down payment less a 10% invoice charge. I was very upset told him I will get my money back and walked to the exit. As my wife and I exited out your building and head to our car [redacted]. the sales person began speaking to me but I did not want to hear him so I continued to walk, he then put his hand on my arm to try and slow me down. At this point I loudly said don't touch me and to not talk to me unless you give me my full refund. Chris another of your employee of Marlo who was at the front door with [redacted]. yells at me saying "don't talk to him like that" and walked over towards me to confront me at which point [redacted]. pulled him away as I stood at the outside of the front door ( please look at the cameras). [redacted]. tells me it's only money but I respectfully disagree or else they should give me my hard earned money back in full.
For the sake of the Revdex.com complaint...this is about the poor service and threatening manner Marlo's employees approached me as I ws leaving the store upsetDesired Settlement: Everything should not be dealt with black and white. Please train your employee to not confront a customer. And. I would like a refund of my down payment
Consumer
Response:
[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.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Review: We live and own our condo as well as all the tenants in our 32 condo senior building. We collected money from our homeowners in our building to purchase a sofa and loveseat for our lobby. On June 8, 2013, three of us made the purchase at Marlo Furniture in [redacted], Md. All through our purchase we told the staff this was for our lobby. The furniture has a one year warranty and we purchased a five year extended warranty for $119.99. In December, 2013, the leg on the sofa broke. We visited the store, talked to [redacted] the store manager who said he would talk to Customer Service and get back to us. After no response we called [redacted] and found out our lobby is considered commercial and is not warranty covered. We never considered our home lobby to be commercial. The extended warranty [redacted], said they may return part of our $119.99 fee. So after six months we have less money, a broken sofa leg, and Marlo does not want to fix it.Desired Settlement: We would like our year warranty with Marlo honored. They should fix the sofa leg or replace the sofa. Our entire extended warranty with [redacted], $119.99 should be refunded since they deem our lobby commercial and will not cover it.
Review: I purchased a sofa and loveseat set on 12/11/2012. I first noticed that something was wrong with the sofa (loveseat was fine) within 3 to 4 months after the purchase. I couldn't figure out why the cushions of the sofa was sinking in along the entire sitting area. So, I called the store to see if they could do something about the problem. They told me that they would call me back about the problem; and of course, they never called. I called again and they put me on hold for a very long time, then transferred me to another representative who told me to call the store back. After another couple of weeks went by, I went to the store location and all of the employees in there acted as if they had no idea what to do. They thought there was a problem with the cushions, but I told them that it was a manufacturer defect. After several more attempts at calling the store with no success, I enlisted the help of the warranty company; hoping they could talk to them for me. On October 10, 2013 (10 months after the initial purchase), I spoke to "[redacted]" in customer service. She told me to email pictures of the problem to: [redacted] So that's exactly what I did--and I still have the original email that was sent to them.
From there I left it in their hands because I was tired of dealing with such poor service. So, a few more months went by and I decided to call them again, only to receive more empty promises. So on 02/25/2015 I made yet another attempt to get this issue resolved by calling the warranty company again (I do have a 5 year warranty but it does NOT cover manufacturer defects) and they called the service department of Marlo/[redacted] furniture again. They spoke to a contact there named "Shannon" and she told them to tell me that she would get back to me within a week to resolve the issue. She NEVER called. So on 03/23/15 I called the service department myself.....20 rings, no answer. Called again on 03/27/2015....20 rings, no answer. Called again on 03/30/2015 and someone in the service repair dept named "[redacted]" answered. She saw the notes from 2013 and told me that even though my reported claim was within the first year, there is nothing that they will do because it is now outside of the one year period. At this point, all I can say is WOW!Desired Settlement: I've called these people over 20 times in total. They need to contact me (for a change) and offer me a new matching sleeper sofa--one that is not defective.
Review: On July 5th, my fiance and I ordered a sleeper sofa and recliner in advance of a bridal shower we are hosting for friends and family over Labor Day weekend. We were promised deliver within 6 weeks of the furniture. However, after 6 weeks, we had not heard from Marlo furniture regarding the status of our delivery. I contacted the store, where I was told the order would take up to additional 8 weeks. I asked to speak to a manager, and was told I would be called back within 48 hours. However, I was not called back. I then went to the store to speak to the manager in person. After speaking to the manager, he offered another sleeper sofa and 24 hours to think about it. We decided to take the new sofa. However, we were told that it was sold in the meantime and was unavailable. We were given the offer to cancel the order or wait a bit longer for the sofa to arrive, which we did. On August 23rd, I was contacted saying the sofa had arrived and delivery would take place on the week of August 25th. I received a call from the delivery service saying that delivery was confirmed for between 10 am and 2 pm on August 27th. After delivery was confirmed, we arranged for our old couch to be sold, and delivered it on the evening of August 26th. On the morning of August 27th, I received a call stating the furniture was damaged and could not be delivered as promised. I am now without furniture...Desired Settlement: We are now without furniture. It has been almost 2 months since the order was placed and delivery has still not taken place. We would like to have furniture, whether from Marlo or from another store. We would appreciate furniture delivered at no cost to our apartment the same day we choose it or we desire for the order to be canceled immediately, with this complaint kept on file for record.
Business
Response:
We apologize for the delay in the merchandise. We have ordered a new piece for the customer. Should the customer choose to recieve the new set, it will be brand new in good condition. If the customer does not wish to wait for the new set, then they can cancel the order at the store.
Review: I purchased bedroom set on black Friday. Marlo had advertise if you spend $1299 or more you get 32 inch TV or x box. I chose 32 inch TV. I never got the TV up to now. I spent $2800 in the store. This issue is been going for about close to two years. I been to the store for about ten times, I spoke with manager. I went one register to get $200.00 gift card. I never got it. Now I been told that someone used the gift card and they are acused me of you used it. I told them I did not received it.Desired Settlement: I just want 32 inch flat TV or $200.00 gift card. This is false advertising.
Business
Response:
September 1, 2014Dear [redacted],The customer purchased during a promotion and was given a 200 gift card to be used for a purchase of their choosing. This purchase could be used for a TV or an -Box or any purchase they choose, According to [redacted], the customer received their card in May. The card was used up over a three-day period, from /29-/12013. Customer denied that they had ever received the card. We checked with [redacted] and it turns out that they had, in fact, used the card for purchases of their own choosing.
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:
Regards,
I never received the $200.00 gift card. I asked them to send me prove or receipt with my signature on. or where are the location that the gift card was used. or what items were purchased with the gift card, I live in [redacted] Maryland. I think someone in the store use it and they are covered up for them. also I was told that in order to received the gift card I must go to the store and turn in my certificate. up to now I still have my certificate that was given when I made the purchased. Marlo Furniture needs to stop accused me of their mistake. if I can not get my $200.00 gift card that they was advertise, I will take this to court. Thank you
Review: I purchased the [redacted] dining set from Marlo Furniture. According to the manufacturer the table includes two protective leaf bags. I did not receive these bags upon delivery, and Marlo customer service is giving me the run around every time I call.Copied from A.R.T.'s website: RECTANGULAR DINING TABLE[redacted]"w x 70/106"d x 30"hIncludes two 18" leaves and protective leaf bags.Desired Settlement: I just want the two leaf bags that go with the table
Business
Response:
September 1, 2014Dear [redacted],We have already responded to this complaint on August 16. We have stated that the leafs for the customers table have been ordered. Please reopen the case as to reflect that we have indeed responded (twice now),
Consumer
Response:
[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.]
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,
Review: Marlo Furniture on [redacted] have the worse customer service. I made a payment for a furniture and I was told at that precise moment that I had 90 days to pay off my merchandise, contract was sign and I left.Well,3 weeks before the 90 days, I went to the store and pay off for my product. I ask for a delivery day and this is when the nightmare started. They did not have my furniture in the store which I was ok with that but I ask when will you deliver it to my house,her response was I do not know. They stated they had to make a phone call to the warehouse I guess to get a day.OK, the representative call and still say they did not have a delivery day. I ask her so how I will now what day to take off from work to wait for my merchandise. At this point, I had to leave because I was on my lunch break and it was getting late. I call the following day and a Rep by the name of [redacted] gave me the same answer. I ask for a Manager she claimed she was the manager. She also stated she will find out a day of delivery.I call back after three days and they still did not have a day and the Rep stated she was going to send an email to the warehouse I told her that mean you did took action before.I then ask again for another Manager, she claim there were no Manager available.I call again last week,to obtain a delivery date they finally gave me one and stated they will call four hours ahead to give a time. On the deliver day,today,they delivery guy call me and said "I will be there in ten minutes".I respond I thought I was going to receive a call ahead of time, I am at work.The guy said "well I will take it back to the store".I had to call my fianc to go home and wait for the delivery. I then call him back and told him someone will be there in 20 minutes, he delivery guy said if he is not here in 20 minutes I will leave. When, my fianc arrived the driver in 15 minutes was left already. I call the store and he was right around the corner, he return.I call the store again and ask for a manager,no manageDesired Settlement: I will like an 1 apology2 a Manager to call because I am sure they do not know what happen.3 I will like this statement public for other people to know about this store.
Review: I have purcahsed bedroom set from Marlo Furniture . on the day of the delivery night stand were missing from my deliverd Item I have called several times their cutomer service line to responed about my inquiery . my issue has not been resolvedDesired Settlement: I would like to deliver of my missing order(night stand) or refund my money .
Review: I purchased a full living room set for over two thousand dollar from this company. When it came time for delivery I received a voice mail to confirm a delivery time and date but I was not available to receive the phone call. When I call back customer service to give them a time and date they already assigned one to me, which was not conveinent for my schedule. I was then told that if the assigned time was not conveinent for me. I was going to be charged an additional $50 to reschedule my appointment which I did not pick on top of the $140 I already paid for delivery. I tried to explain that I did not choose the time that was given to me for delivery but the distrubution manager was not trying to help out or hear what I had to say. Now I am forced to call out of work and reschedule all my meeting because my delivery was made without my approval. This company has the worst customer service I have ever encounter and I will never give my business or recommend anyone to this company. Once Marlo Furniture Store get your money they do not care about their customers service satisfaction.Desired Settlement: I would like a curtesy phone call acknowledging and apologizing about their bad customer service.
Review: Back in June my husband and I went to Marlo's to purchase a mattress. the saleslady [redacted] helped me and assured me that I would have my mattress by a certain date, which is why I agreed to purchase the mattress. while I was there I saw a good deal other pieces of furniture and decided to purchase that as well. the whole reason why I bought the mattress in the first place was because I needed it for family members coming in town. the mattress came two weeks later than promised and we missed the delivery time. now they are going to charge me a redelivery fee to have it redelivered. I have spoken with [redacted] and no one seemed like they wanted to help, with the exception of [redacted]. I feel like the fee should be waived just due the fact that[redacted] lied and said the bed would be delivered on a certain date.Desired Settlement: waive the redelivery fee
Review: I purchase a bedroom set first from Marlo and then a stand when they delivery the items I was not home when I got home I notice that the top of the stand was really bad so that same day I contact Marlo and they told me to take a picture and email it to them. I did that then a sales person contact me back and said yes it is really bad and that she would have somebody from the corperate office to contact me well it take 3 days before I was contact and then they told me its nothing they could do its a manufactor defect so I then in return told them I am not satified with the item they told me they are not going to return or exchange it.So I ask them so you are telling me if I am not happy with this there is nothing you all can do and in return once again they told me No. So they are just taking people money and robbing them because if you paid for something and you are not happy with it you should be able to exchange it or get your money back at least I thought. I am not happy with them or there customer services they are ripping people off for they hard earn money and times are to hard to let someone take what you work so hard for, I really need help with this because I have 3 children to take care of and if I wanted to give away my money like that I could have spent it or myself or my kids. ThanksDesired Settlement: I would like to have what a paid for a new stand because if I wanted a used or damage one I could have gone else where. Give people what they paid for and not rip them off.
Review: I contacted Marlo Furniture on 3/8/2014 concerning a product that I purchase with a 5-year warranty on 3/16/2010. The customer service representative told me that this was a product/receipt from the old company "Marlo Furniture", they said that they were now Marlo Home Furnishings and have no access to the older customer records and thus are unable to honor my warranty item. When I asked for the information for the old warranty company they gave me two numbers to companies that do not cover my product. The cost of this now useless warranty was $100. I totally feel cheated. There website still states that they have been serving the area since 1955, but if they are supposedly the same company (as they are advertizing), then they should be able to honor the products that were sold. I would advise that customers avoid a company that has such dishonest tactics. I am not sure what recourse I have in this matter.Desired Settlement: It would be ideal if I could have my [redacted] cooler repaired.
Review: I came to Marlo to purchase a dining room set and a buffet. I found the items, but when I got to the financing table, I had a problem. I was told that I had a $ 70.00 processing fee that the financing company ([redacted]) charges to open a new line of credit. I found that odd and questioned the fee. After the customer service agent called [redacted] to see if I had to pay the processing fee (because I had an account open with their sister company, [redacted],) she informed me that they would still need to apply the charge. Feeling baffled and pressured, I went ahead with the transaction. I later contacted the financing company who informed me that they have no such charges. Marlo is a predatory company that charges processing fees for financing and hopes their consumers do not question the sources of whom they blame. They need to stop with the unethical processing fees to beef up the total and use up your total line of credit. They also pressure consumers to buy a $ 199 warranty that does not cover breakage and that's all furniture can do is break.Desired Settlement: Marlo has trained their salespersons to ask consumers if they are looking to finance; even before consumers begin to look for merchandise. The desired outcome that I would like to see is the salespersons to notify consumers of all fees associated with financing BEFORE they begin to look at merchadise (and finance it) and to stop blaming the financing company for the processing fee to open the line of credit. Also to stop pressuring consumers to buy the bogus warranty, which does not cover the obvious damage that furniture would have.
Review: I did purchased two recliners and the representative offered me to get 90 days finance with [redacted] program. I did make make initial payment at purchasing , then additional three monthly payments .After that I was told that I have to go to the store and make final payment to complete the deal. That is when I found that my last payment is including three months rent fee, because the deal is you lease the furniture until is paid off. The trick is that nobody tells you that. This people are dishonest and unethical. I would never go back there.Desired Settlement: I would like to get refund for $162.00 Marlo charged me for renting my recliners.
Business
Response:
We sincerely apologize for the customer's issues. However, this complaint needs to be directed at the [redacted] program which the customer made the payment deal with, not the store, since [redacted] is a seperate company.
Review: I ordered 5 pieces of furniture from Forestville 3 of the 5 pieces are damaged and they will not let me get a refund or exchange for the cheap furniture.Desired Settlement: refund or exchange
Review: I bought a leather sofa set with 5 years warranty. Now my sofa has problems but no one is accepting responsibility.
Review: Ordered furniture on December 22, 2012. Contacted customer service about delivery several times and was told I couldn't get delivery unless I paid more money and was made to wait until Feb 23, 2013 for them to come deliver. I had two separate invoices of which the delivery fee paid was approximately $70. When the table and chairs were delivered right after the delivery personnel left I noticed that all four chairs rock and the table top was slightly misaligned. I was told by customer service that when the delivery company had to come out to bring the other half of my sectional the guys would repair the chair. When they came out they brought the brought half of the sectional and said they had no repair ticket for the chairs. I once again called customer service and was advised that it would be on the manifest of the next delivery. On March 22 the delivery driver refused to fix the furniture and he let the service representative know this. Since I was inconveniencing people to stay home with my delivery issues I requested the furniture be returned. No one will return my calls or come get this furniture. I had an attorney send a notice to the store at which still no one has responded. The store manager has even hung up on me. I just want to do business with someone else.Desired Settlement: For them to come pick up the furniture and I will come to the store for a refund.
Review: I bought furniture from Marlo in early 2009 worth about 5000.00 dollars. I bought the warranty from them as well. The only reason I bought the warranty from them was because the sales representative told me that if I don't use the warranty I will get a refund of 500.00 after 5 years.
I just placed order for new furniture with them in Dec. 2014 but didn't buy the warranty this time around. I was repeatedly told by the store manager and sales rep that their shouldn't be any problem getting my refund for the old warranty. I just needed to speak with customer service.
I spoke with customer service and they told me they can't help me as their company bought Marlo and there is nothing they can do for me.
This is unacceptable. When companies buy each other out they take on liabilities as well. No company just buys another company without assuming liabilities, that would be ludicrous. That would mean that I can run million dollar debt on my company and sell that company to another entity but the new entity wouldn't be liable for the debt ... I don't even see how a transaction like that can complete!!
At this point I am very disappointed and upset. If Marlo fails to honor their commitment I will be proceeding with a law suit.
Thanks.Desired Settlement: Marlo is responsible for honoring the commitments they make. Consumers don't know who owns a particular company as companies are switching hands all the time; that is a normal business practice. I deal with Marlo as Marlo and have no idea who owns the company on the back end. I expect that when someone at Marlo makes a promise whoever is current owner of Marlo has an obligation to honor that promise and fulfill it.
Business
Response:
We have no problem refunding a warranty that was never used five years after purchase. However, the problem with this particular complaint (and the information associated with it) is that we cannot verify the customer actually purchased anything five years ago. The closest invoice we have with this customer on file (using the last name and address) is a purchase from December 30, 2012. This is not five years old. If the customer does have another purchase, that is five years old, please send us the invoice of that particular invoice and we'll be happy to look into it.
Review: I ordered a bedroom set to be delivered May 29, 2014. One of the dressers was damaged, so they said they had to order a new one. After two weeks of not hearing anything I called to inquire about the status of the new dresser. The representative said it would take 2-6 weeks to come in. 6 weeks later, they are now telling me it will be in August 20, 2014. Everyone keeps telling me different things and the customer service representative did not have any customer service at all. She was rude and kept interrupting me whenever I would ask a question.Desired Settlement: I want a dresser that matches the rest of my set, so I would still like it delivered. But if this continues I would like a refund at the full retail price for the inconvenience it has caused.
Business
Response:
July 29, 2014Dear [redacted],We apologize for the delay in merchandise. We ordered the dresser as soon as the customer made a complaint about it and discovered it was damaged. The dresser is scheduled to come into our warehouse on August 17, 2014. Were aware that this is a long time. This furniture only comes in containers so we cant order items for this set piece-by-piece as we would some of our other products.Best Regards,
Review: recently moved to our new home and were very much excited about this move. But this excitement was completely shattered with the purchase
we made from Marlo. We did order couple of furniture from other different furniture stores but we never had any issues. When we ordered our master
bedroom furniture from Marlo, [redacted] we were given 6 to 8 weeks of delivery time and we were ok with it. The credit card was charged to the full
amount of the furniture as soon as the purchase was made instead of after the delivery but still we were fine.
We made the purchase on 7/5/2013 and we waited, it was a long wait. We thought we will somehow adjust ourselves in this mean time and we
were using the comforter to sleep on during this period. We were contacted and the delivery was supposed to be made on 8th of August but
since we could not take some time off it was again postponed to next thursday i.e., 8/15/2013.
It was indeed delivered on 8/15/2013 but had a big issue. We were told instead of bringing king foot board, they brought queen footboard. We
did contact the customer service and we were told that the model is discontinued and they don't have them anymore and when we tried to
cancel the order for the same reason, we were told we need to come to the store personally and can cancel the order.
When by husband went to the store on 8/19/2013, the store manager said he will not cancel it and asked us to wait for couple of more days. So we waited till
today and there is no proper response from them.
Since its a huge amount we cannot make another order from somewhere else. We do not know whether they are going to deliver it or not.
They want us to wait.....we already waited for so long. And on top of that the store manger wants us to take some other furniture from this store.
I have been living here for so long but have never come across this kind of a person. I have seen stores, where if the customer is not satisfied they
take the product and charge back but here in this case even though its their fault, they does not want to refund back the money.
we want this to be settled at the earliest, refund our money back so that atleast we can go with our next choice.
Since its their fault they should also pay us additional amount for this delay. Before making this purchase order, they should have made sure atleast
whether this product is discontinued or not. Or atleast once they were aware of it they should have informed the customer and should have cancelled the order
themselves.Desired Settlement: And also pay additional amount for this delay
Business
Response:
Revdex.com of Metro DC and Eastern PA[redacted] More 113 of 120 Fwd: complaint
#[redacted].InboxxRevdex.com of Metro DC and Eastern PAAug 29to me---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Thu, Aug 29, 2013 at 1:19 PM
Subject: complaint #[redacted].
To: [email protected]
HI,
This is to inform you that:
There was a delivery planned again for the king foot board with storage today and again they sent the queen footboard.
I am tired of this drama. I took permission from my work and waiting of these senseless guys to deliver the furniture and
again they come-up with queen foot board .The rest of the furniture is lying in our house and we cannot use it, not sure whether the king will
be delivered or not.
Please help me. Let me know what other options I have.
Thanks,
On Fri, 8/23/13, [email protected] <[email protected]> wrote:
Subject: Your complaint has been received
To: [redacted]
Date: Friday, August 23, 2013, 9:45 AM
We have received your complaint and we are
currently reviewing it.
Thank you.
This is a post-only mailing. Replies to this message are
not monitored or answered. If you have any further
questions or concerns, please do not hesitate to contact us
at ###-###-####.
Review: I am filing a complaint against the [redacted] location (Marlo Furniture). On 3/22/14 I put a deposit on a sectional and a bedroom set neither of them were in stock. On 4/11/14 I returned to the store with the full intention of buying the product I learned it was not in stock and would take a long time to be delivered. My wife and I determined it would be too long therefore we asked for a refund of our deposit. At this point [redacted]. informed my wife and I that they (Marlo Furniture) will deduct 10% of the invoice from my down payment. I disagreed and told him because he did not have the products available I should not have to be charged but if it was available I would understand. I went to the cashier who then summoned the manager [redacted]. I explained to **. [redacted] that since he does not have the furnitures in stock we are going to ask for a return of our deposit. He immediately said that I will be assess a 10% charge of the invoice amount and of course I said I don't think so because you don't have the products in stock and I did not block you from selling anything. With no customer service skills at all, **. [redacted] offered no soulution to this issue other than to attempt to refund my down payment less a 10% invoice charge. I was very upset told him I will get my money back and walked to the exit. As my wife and I exited out your building and head to our car [redacted]. the sales person began speaking to me but I did not want to hear him so I continued to walk, he then put his hand on my arm to try and slow me down. At this point I loudly said don't touch me and to not talk to me unless you give me my full refund. Chris another of your employee of Marlo who was at the front door with [redacted]. yells at me saying "don't talk to him like that" and walked over towards me to confront me at which point [redacted]. pulled him away as I stood at the outside of the front door ( please look at the cameras). [redacted]. tells me it's only money but I respectfully disagree or else they should give me my hard earned money back in full.
For the sake of the Revdex.com complaint...this is about the poor service and threatening manner Marlo's employees approached me as I ws leaving the store upsetDesired Settlement: Everything should not be dealt with black and white. Please train your employee to not confront a customer. And. I would like a refund of my down payment
Consumer
Response:
[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.]
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,