Review: On September 2, 2013 I bought a Living Room Set at Marlo in [redacted] Store.Unfortunately, the furniture has not performed well or the service was inadequate because I came to find out that the end tables were damaged and a section of the sofa is slanted when you sit down? I am disappointed because I have contacted and visited Marlo numerous times and have not received a response to my inquiry. To resolve the problem, I would greatly appreciate if you could pick up the damaged Living room set and exchange for a new one with no additional charges.Desired Settlement: I look forward to your reply and a resolution to my problem and will wait until January 31, 2014.
Review: I purchased a master bedroom set from Marlo Furniture on June 23rd 2013. Items include a dresser, drawer chest, queen size bed, mattress, mattress box spring, end table, and 5 year furniture warranty. I was originally told by the salesman ([redacted]) my order would take no longer than 6 weeks to be delivered. 6 weeks came and went, no phone call or explanation. I called customer service on week 8, they told me the order was extended by 1 month, but they would conduct a split delivery of the items in stock (everything but the bed frame). During the delivery I discovered mold growing on my $1000+ new mattress, still in the plastic. Obviously we requested a new mattress be delivered, but had nothing else to sleep on in the meantime, so we used bleach to temporarily fix the problem and they left the mattress at our house. Additionally, the drawer chest wood was cracked upon delivery. The driver implemented a quick fix and told me the store would send someone out for a more permanent fix. Here we are, 2 months later from purchase--no phone call, no permanent fix. This afternoon (August 24th 2013), Marlo returned to deliver another mattress and my bed frame. The bed rails to connect the headboard and baseboard were missing (I was previously told by customer service my bed was complete and in-stock) and another moldy mattress in the clear plastic was delivered (moldy in the exact same spots as the first one).Desired Settlement: I would like a full refund for my complete bed frame and mattress. I would like someone to permanently fix my drawer chest immediately, or a full refund for that item as well. Finally, I would like a full refund of my 5 year warranty, which in my opinion they have not honored up to this point. Additionally, I will file a complaint with the Department of Health and Human Services to ensure Marlo does not deliver anymore moldy mattresses to customers.
Review: In Feb 2010 I purchased a leather sofa set from "Marlo Furniture" and we paid extra for a 5 year warranty on it. When we noticed some mechanical defects in the 3-seat sofa, we decided to contact the warranty firm for repair.The warranty firm "[redacted]" alleged that they have no tie ups with Marlo furniture anymore and Marlo refused to listen to our complaint under the pretext that they are now called Marlo Home furnishings and not Marlo furniture. The customer rep was firm on her view that with the name change, they are free of any obligations. We the warranty company has asked us for documentation to verify if they have any obligation. They reviewed teh recipts we sent, confirmed that the purchased indeed occured while they were still in contract with Marlo Furniture but refusedd to help us.Desired Settlement: Honor the warranty and fix the sofa without charge.
Review: I sent the following complaint to Marlo Furniture and have received no response:I bought a chaise lounge under the provision that it could be delivered on this Saturday. Upon the delivery, the furniture was damaged to the point where it was leaning to the side. The delivery personnel attempted to fix it and tried to persuade me to accept the furniture with a 75 dollar discount. They told me it would be three to four months before I would now get my furniture if I did not take it. They then told me customer service was closed, that I could not do anything today even though the store is open on Saturday and left, leaving a sheet that they had me sign, which I later realized they never changed the information to reflect that the furniture was not in fact delivered. I only want the furniture undamaged, or a full refund, or to be able to change my order to something that is in stock. I just moved here from Wisconsin and was depending on having a living room chair by today, not four months from now, otherwise I would not have bought it. I am dissatisfied with the service I have received thus far, especially that nothing could be done (like my refund) or a change in order today when the store is open.End of EmailThey have my money and have had it for a week now. The store is open today, but they refuse to change my order, refund my money, or deliver the furniture undamaged. Also, the delivery personnel took the damaged chair with them leaving me with paperwork stating they delivered the damaged chair.Desired Settlement: I either want the chaise lounge that I bought undamaged, a full refund, or to be allowed to change my order to something that is in stock. Since I moved here with no living-room furniture and intentionally bought the chair with the promise that it was in stock and deliverable, I want something that is deliverable within a week. Not four months from now.
Business
Response:
Customer's chaise was canceled and funds sent to another invoice which was delivered on 12/13/2014. We hope the customer can now enjoy their new furniture.
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 bought the furniture under the condition that it was in stock and could be delivered within a week---not a month and a half. Upon the furniture I had picked out being damaged, the company offered me nothing that could be available and refused to refund my money without deducting funds from it. This left me with no choice but to pick something else out, which was still not completed and delivered until mid December. The company knew I only bought the furniture because it was in stock, as I explained that I had just moved and wanted something immediately to have something to sit on having gotten rid of my living room furniture when I had moved from out of state. The company did deliver the furniture finally, but offered no discount or any alleviation for my troubles. I do not think that what happened is any way to treat a customer.
1) Furniture set was damage during delivery (various small tears)
2) Rocker recliner back was installed crooked
3) Rocker recliner base is not the same as we were shown & ordered at the showroom (gave us cheaper flimsy design)
4) Small hard plastic pieces on bottom of rocker recliner base have scratched & left indentations on our hardwood floor.Desired Settlement: Marlo (also DBA [redacted] Furniture) needs to come pick up their defective furniture and provide 100% refund. Haven't decided yet what to do about our floor.
Business
Response:
Furniture was not swapped for inferior products; what was delivered was exactly what the customer purchased. As per policy, we cannot refund customer for damaged merchandise until all attempts have been made to satisfy damages, via service.
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 stand by my original statement as being 100% truthful. For Marlo to call me a liar is not an appropriate response. The furniture that they delivered is clearly not the same as they showed us in their showroom, and I have several photos to prove it. This is getting us nowhere. Will someone please provide me with Marlo legal servicing address?
Review: Bought a dining set at marlo furniture last week. Picked it up, which was 2 hours away from where I live. Brought it home . I was very dissapointed by the quality of the chairs, one had stain from boxing, the other had little tear , upholstery is poorly replaced etc.. Paid over 800 for 6 chairs. Called my salesperson to see if he can help, he said no returns no exchanges, no credit!!! I told him I am not really happy with the chairs and its only been two hours since I had them .his response was rudely, you liked them in the store what has changed!!! When we were buying the dining set he was basically kissing our [redacted]( excuse my language) not that I have a problem with product they seem not to care.. All I want is return these chairs and get something better!!! Or full store credit.. Nothing more nothing less....Desired Settlement: Store credit,, no restocking fee, or refund. For the whole thing.. And I will take my business somewhere else...
Review: I paid for a brand new dining room table from Marlo Furniture at the beginning of July. On August 2, 2013 it was delivered to my home. While the delivery men were in my home I notice a long deep scratch on the table surface. I spoke with a customer service representative on the delivery guys phone and made her aware of the issue. She asked me if I would like store credit and I told her No, I would like a new table. She then asked me were there any other damages and I told her I was still inspecting it. She then told me to call back with any other findings/damages. I called back to report several other scratches that day and to let them Know that one of the table legs was loose which was causing the table to lean. On August 7, 2013 a women named [redacted] called and asked me to send pictures. I sent the pictures and never received a response. I called Marlo customer service on August 12, 2013 and August 15th both times [redacted] was unavailable. I resent the pictures just in case they did not receive them since I did not hear from [redacted] after I sent the pictures. On August 16, 2013, I called Customer service and spoke to another representative that explained to me that Marlo does not replace furniture they only fix it. I explained to her that I did not go into Marlo and Purchase scratched and dented merchandise for a lesser value. I went to Marlo and paid for a brand new table and for that reason I want what I paid for, which is new merchandise. I do not want what was delivered. She said my only option is for a technician to come evaluate the table and fix it.I was not aware of the option of refusing the table there for I did not. If you pay for NEW furniture you should receive NEW furniture. If there is a mistake on the companies end and the furniture is damaged the furniture should be replaced. It should not be delivered damaged and if it is the customer should be able to have it replaced.Desired Settlement: I would like Marlo to replace the damaged furniture that was delivered to me and replace it with a brand new table.
Review: on 6/29/13, went to marlo store and spent over $ 5,000.00 on furniture that was delivered on 7/30/13 and delivery was incomplete with several items missing i.e. bedframe, dresser with mirror, 2 night stands, and a sleep sofa. went back to store on 8/2/13, and manager **. [redacted] suggested we cancel those items missing and re-select anything on the floor to replace items lost or missing and he and [redacted], Customer Service manager guaranteed delivery on 8/8, or 8/9/13. Writer stopped in the store today to verify delivery of items this week and met with Manager **. [redacted] who stated that items were not available at this time and after he called corporate Office in my presence, stated that he had no idea where my items from the second order was. Writer at this time requested cancellation of order and asked for a refund and **. [redacted] stated Quote ( you cannot get a refund and I cannot cancel your order and I do not know anyone who can ), Un-Quote! He stated furthermore, I do not have a delivery date for your furniture that you ordered! Writer left store and proceeded to seek assistance in the settlement of this matter.Desired Settlement: Writer and wife have been waiting for delivery of this furniture since we paid by bank card on 6/29/13. At every turn, Marlo's has not lived up to there promise to deliver furniture ordered not once but twice with no delivery date at this time. Their business practices are a irritant with a total disregard for consumers and business practices that are in disarray. We just want a refund for items missing which are King bed frame ( they gave us mattresses without the bedframe ), a dresser with a mirror attached, 2 night stands for the bedroom, and a sleep sofa. Would like a refund of $3,000.00 for items not delivered!
Review: We purchased furniture on May 17, 2013. The furniture we ordered was described as being "in-stock" and that it would take no more than six weeks to arrive and then be delivered to us. The store confirmed that none of our items were special order and we paid in full that day. We further provided a cell phone number to be used as the contact number and it was the number we used to check on the status of our order. There was supposedly a note in our file indicating the preferred contact method.
After a few weeks, we contacted Marlo and they told us that delivery would take the full six weeks because our items "were on layaway." We did not sign up for layaway and the total amount was charged to us the date of purchase. At the sixth week, we called again and were told that our furniture was "special order" and that it would take up to 12 weeks - double the initially promised six weeks - even though the reality is that we were never told any of the items were special order. At this point, we wanted to cancel our account, but customer service told us that that was something the store manager had to authorize. On two separate occasions, we left contact numbers for the manager to return our phone call - we never heard back. We called again and found out that some of our items are expected to arrive on July 27. Frustrated, we wanted to cancel the account but were told we would be charged a 30% fee, but we were again told we should speak with a manager and again left a contact number.
This week we called and were told that our furniture would be in the warehouse on July 3 and that we would receive a phone call when it came in. We never received a phone call, so we called back and they said that we would be able to schedule a delivery time when the delivery service contacts us. We again asked to cancel our remaining items, and it is only at this point that the customer service representative told us that we had to come in store and formally speak to a manager in order to cancel (apparently it is something that cannot be done over the phone at all). On Friday, July 5, we never heard from the delivery service to schedule a time, so today, Saturday, July 6, we called customer service again only to find out that the "phone number on record" was not the phone number we had been using to verify our account, even though we specifically requested they call us at the number associated with the account - a cell phone number, as opposed to the work phone number.
We called at 6:33pm and corrected customer service about which phone number to contact. Customer service indicated that they relayed the message to dispatch and that our delivery service window was from 4-8pm. We called Marlo customer service again at 8:53pm because we had not heard from anyone and were told that the deliveryman had the delivery scheduled to be delivered tonight, but that all representatives were leaving for the evening, so we would have no one to speak with or contact, essentially leaving us blind and without furniture. We have waited over seven weeks for our furniture and are expected to wait three more weeks for the rest of it. We have been living without furniture all this time with the expectation that we would have it. And now, that we had scheduled delivery, the delivery service is still not here and we have been trapped at our home waiting endlessly.Desired Settlement: This has been the worst experience we have ever had with any business. We had other things delivered to our home without any issues, so we know it is not impossible to access our townhome. Further, a refund would only be small justice. It feels like we had been consistently lied to by customer service, promises were repeatedly broken, and every time we were told we would hear from someone associated with Marlo, we were sorely disappointed.
A refund will only mildly compensate for all the stress, time lost, and time spent waiting for furniture. I am not sure how we can be compensated for the two months of eating our meals on the floor of our home and keeping all of our clothes strewn about our bedroom because we were waiting for dresser to arrive.
Review: My wife and I bought sofa bed and a love seat for our finished basement from Marlo of [redacted] on May 30th. Our Items were delivered to us on Jun 7th the delivery people never took the items out of the delivery truck they asked me to show them the entrances to the basement and I did and they immediately refused to use either of the entrances and suggested for me to go back to the store to resolve my issue. The delivery people seemed very rood from the beginning and they looked like they were in a hurry. It took them a few minutes to live from the time they got to my house. My wife and I decided to go back to the store and try to resolve out issue. We spoke with the Manager [redacted] and was told that we were going to be charged a 30% (over 300.00 dollars) to restock the items and that we could choose other items. We explained to him that we were never giving that information and he pointed to the fine print of the sales contract. We explained to him the there wasnt any furniture in his store that we liked so he suggested for the same items to be re delivered to us but we needed to pay another 75.00 dollars for delivery charges ( total of 150.00). He also mentioned that they had prior issues with that delivery company and that he was certain that another crew would be dispatched and they would defiantly be able finish the job and once the furniture was in my home I would be reimbursed the 75.00 dollars. My wife and I felt that we had no choice but to take that avenue. So we went back home had and I took measurements of the entrances to our basement which are from the inside of the home and the entrance from the back yard of the home, it looked to me that the furniture would fit better from the inside of our home. On Jun 12th the second crew came and they asked me to show them the two entrances to the basement and I immediately showed them the entrance that I thought the furniture would fit, And their response was NO WAY I asked them to measure the space and they responded that based on their experience that it was not going to work. So they asked me to show them the second choice of entry which is trough the back yard they took a look at the entrance and told me that they would give it a try but I needed to sign a waver I felt that they were the experts and they knew better so I did what they asked me. In their attempt to put the sofa bed in the basement (the biggest item of the two) they damaged the sofa bed, at this point they said to us that they could not fit the sofa in the basement and because it got damaged they could not take it back and they were ready to live the sofa outside in the back yard. I told them that my wife is 8 months pregnant and I had no one at the time to come and help me and also it was about to rain, the delivery crew called their supervisor to get instructions the decided what to do, so they decided to put the sofa bed in the living room, I asked to please put it in one of the other rooms so we could at least have space move in the living room and they refused. I asked about the sleeper that they still had in their truck and they said that they would take that back because that would not fit as well, even though it was a smaller item. So they drove away and my wife and I found our self with a damaged sofa left in the middle of our living room. Later that day I called a friend to come and help me. When my friend arrived he saw the entrance from the inside of the home and he agreed with me that it would be the best choice for taking the sofa bed to the basement, so we both gave it a try and in 15 minutes we had the sofa bed in the basement. I immediately called customer care (###-###-#### option *) and spoke to [redacted] I explained to her what happened she asked me to send her pictures of the sofa bed in the basement. I also told her that they had taken back the love seat. She said that she would contact me in the morning to resolve my issue. It is now over 8 days and I still have yet to hear from [redacted]. Since then every day I called customer care and I spoke to several people and managers and they all stated that they have sent E-mail to [redacted] to call me back. On Jun 17th the company delivered my love seat and it took 3 minutes for that delivery crew to take the love seat in the basement trough the same entrance that the prior delivery crew refused to even try. That delivery crew stated that they didnt understand why the other two delivery people could not do their job. I immediately called customer care and was told that I would not get refunded the 75.00 delivery charge and that the damaged sofa bed was my responsibility and they would not do anything to help me. So know they dont even what to talk to me and [redacted] has yet to return any of my calls. Im Asking get a knew Sofa bed also to get refunded the 75.00 delivery charge and a written detailed response from Customer care as to why they refused to help me and why [redacted] the supervisor would not return my calls.Thank you.Desired Settlement: Im Asking get a knew Sofa bed, also to get back the 75.00 dollar delivery charge and a written detailed response from Customer care as to why they refused to help me and why [redacted] the Suppervisor would not returne may calls.
Review: We purchased a dinign room set from marlo in July, 2014. One of the glass pannels on the china cabinet was scratched upon delivery. Marlo agreed to replace it per their policy. When they sent a new piece of glass, along with a technician to install it, it was too large. They then ordered another piece, but informed that it was on back order until late October. In late October, we received the peice they ordered, which was incorrect, and turned out to be a shelf. They then ordered another piece of glass. Upon receipt of this glass, and a technician to install it, it was again too large.
I was the ntold by Marlo that they were having the correct piece of glass sent to their facility, where they would have a manager inspect it. On November 17, I received an email stating that they had the glass and were waiting on a manager to inspect it. Furthermore, I was asked to provide a phone number so they could call me the next day. I never received a call, and they have stopped responding to my emails. Furthermore, everytime myself or my wife calls to speak with a manager, we are told that no manager is available for one reason or another.Desired Settlement: I just want the correct piece of glass delivered and intalled. We have had this furniture since July and have not been able to use it. While ultimately I will be seekign a partial refund, at this point I just want it to be fixed.
Business
Response:
We apologize for the confusion. We're trying to correct this order. We've informed the customer that we'll be exchanging the china on 12/18.
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 "[redacted]" 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: I purchased a sectional from Marlo Furniture. It arrived on July 5, 2013 after the furniture was delivered and set up, we noticed that there was a board sticking out in the back of the loveseat. We notified the store manager [redacted], that we had a defective item and we would like to have it replaced. He gave us the number to customer service. They told me that they would come and pick the love seat up and repair it. I told them that I would like to have the love seat replaced, because I did not buy a clearance-as-is item, I brought a brand new item and I should receive a new item in its place. I have asked to speak with a manager in customer service each time they tell me that the manager is not available. Customer Service said they would have a manager call me, no manager has ever called me. I have called several times trying to resolve this issue to no avail. I said that I would just like to receive a refund and they could just come and pick up the whole set. They said that I would have to talk to the store manager. My husband and I tried calling [redacted] several times he did not return our calls. I went back to the store on July 24, 2013 to discuss this matter with [redacted] he said he was going to send a message to customer service to request a new love seat and that he would call me on July 25th and let me know what they said. I told him that they said he could make the decision to refund my monies. I never heard from [redacted]. I called back to Marlo to speak with [redacted]. He said the manager in customer service had been fired and he didn't know who was going to replace her etc... I told him that was no excuse for not getting back to me regarding this situation. I told him I would just like a refund for the entire secitonal he said he could not do that it was not his call. I told him that customer service said it was indeed his call. He then referred me back to customer service. At this point I just want a refund they can come and get the whole set.Desired Settlement: Refund of purchase.
Review: I purchased furniture from Marlo, I advised them that I did not want the furniture delivered until sometime after 4/26. They called and said my furniture was in and that I could call any time to set an appointment for delivery. Well two weeks ago I called to set the appointment but they girl I spoke to said that my furniture had been placed back in stock and was no longer available. I then advised her that with the upcoming holiday that I would be out looking for furniture for another room, that if I found something different that I would cancel my order. She told me that there would be a fee. I was [redacted]. Why is it possible that they can tell me my furniture is available then then tell me it’s not, then tell me you would charge me 10% because they decided to sale the furniture I already purchased that was suppose to be waiting for me to call to set up delivery.
I finally got a call saying that my furniture was in but I could not set an appointment time, that someone would call me with a time window and that the only days that were available were M-F because of a free delivery promotion. I purchase the furniture during a promotion I didn't know, because it was not explained to me at the time I made the purchase and not until now that because I purchased during a promotion I was limited to certain delivery dates. Now I am supposed to lose money by taking off from work to get furniture delivered that I purchased on sale, during a promotion to save money. I was giving a receipt after I made the purchase but I did not notice any special delivery guidelines for promotions.
I would never have thought that Marlo would have such shady practices.
Today I got the call that my appointment window was from 9AM-1PM, I tell the girl that I have to work the morning that afternoon would be better, and she proceeded to tell me that that was the only time they had available for me. there would be a $50 charge to reschedule. I didn't schedule the first appointment so how am I now being charged a fee. She told me to call Customer Service to see if the fee could be waived but she doubt it.
Talking to Customer Service was a joke. I asked for a Supervisor but the female kept over-talking me asking me for my phone number. Needless to say I still didn't get to speak to a Supervisor, she said that she would have one call me in 24-48 hours.Desired Settlement: I would like a hand written apology. And also, since I feel like I am stuck in a situation that I have to lose money on I feel like I should be financially compensated in some way or they can deliver on Saturday without a fee.
Business
Response:
July 14, 2014Dear [redacted],We’re not really sure what this customer is complaining about. If she’s complaining about the four-hour window, this should have been explained during scheduling. In any case, customer was delivered Saturday, May 31 just as they requested. We hope they will enjoy their new furniture.Best Regards,?
Review: Whom It May Concern,In June of 2014 I purchased the [redacted] Collection by [redacted] a sofa at $1159.99, chair at $819.99 and ottoman at $309.99 from the [redacted] store. In September I contacted the warranty company because the ottoman color of the leather began to fade and the chair pillow casing appears to be no longer fitting the casing of the chair. I was informed that the warranty does not cover leather fading and then proceeded to ask am I sure I purchased leather. I immediately called Marlos Furniture and was then informed to call customer service; placed on hold over 45 minutes, to still come up unsuccessful. I called the store again and I was transfer to customer service. I was told to email them pictures of the furniture and again I was asked did I purchase leather and not leather like furniture. I inform the rep that I was told and what I was purchasing was Genuine Leather. [redacted] informed me that if it was leather than I would have a year manufacturer warranty that should cover the fading of Genuine Leather; if that should. I emailed the pictures to the following email on the 10th of September 2014 claims [redacted] (they never responded) I then, called the following day. When I finally got them on the phone I was told that the service center would be in contact with me. In late November I received a box with a piece of leather cover to cover the ottoman. I called the warranty company to ask what am I to do with this piece of leather, because this ottoman needs to be covered by a professional, they then inform me that they did not sent this to me. So In late December 2014 I begin to call Marlo Furniture and for the last three months to be told this that the person I spoke with before does not work here anymore and that they were unsure of what was said to me, but they could see in the system that I was told about the warranty, but it looks like the pictures were never received. So I was asked to send more pictures. I informed them to be mindful that the fading is muchDesired Settlement: Under normal circumstances, I would simply return this item to the store I dont have that option. I do not believe that I am asking for much in return for my time and effort, all I want is my money back. As I stated previously, I have come to expect much more from Marlo and, therefore, this has been very upsetting for me. I do not feel that I am being unreasonable with my request. I really do not want to be rude, but the quality of this product is nowhere near what I would expect from a company like Marlos
Consumer
Response:
[redacted] email me, about her complaint, was not able to open the message, called her back , she was just checking on her status.
Review: I bought couches from Marlo furniture January 3 with a delivery date for January 10 ...delivery driver was asked if he had booties to cover his boots he said no and while bringing couches into my home made a hole in my wall when asked about it he shrugs his shoulders said sorry and walked off to continue on he later asked if the hole was ok my wife answered with a NO he got upset and was rude took the couches back out and said someone else can do your delivery because he was going to have to pay for the repairs....today January 21 2nd delivery date delivery driver was asked for booties to cover his boots again they didn't have any. when inspecting couches they were damaged so delivery was denied and asked to take back he even tried to color some of the scratches in with a sharpie while taking couches out my front door was damaged....I've tried to cancel the order and are now being charged a 30% restocking charge all I want is for my property to get fixed and a full refundDesired Settlement: All I want is for my property to get fixed and a full refund or, some type of compensation for all the headache that this has cause me having to leave work
Review: On 3/29/13 I went to Marlo furniture to purchase a king size headboard and foot board. I purchased king size hb,fb and rails. The total price with shipping came to $520.48. I scheduled the delivery for 4/26/13. On 4/26/13 Marlo delivered the bed and assembled the bed with a defective piece that did not have a hole in the support bar. The delivery man contacted the dispatch to inform them of the problem. They told me that they would sent someone out with a new support bar on Monday April 29, 2013, no one never showed up on Monday. I called Marlo all week and never received a new support bar. Due to not having the support bar the wood began to crack. Customer service at the cooperate office finally told me that the bed had been discontinued and they could not provide a new support bar nor bed. On may 6, 2013 [redacted] a customer service representative told me to either go into the store and look for a replacement bed for the same amount. I went into the store and could find a bed. [redacted] informed me that I would get a full refund if I returned the bed. This has been such an inconvenience for me and my family. Marlo picked the furniture up on May 8, 2013. The delivery person stated that the bed should not have been left in my home because it was defective and not properly assembled. It was missing screws, the slacks was not drilled down properly, and scratch marks. I contacted customer service and asked if I could get my refund the representative told me to go into the store to receive my refund. I went into the store and was told that I could not get my refund today I would have to come back in 24-48 hours. I'm very unsatisfied with the service I have received. I have asked to speak with a manager and was not allowed to speak with one. I'm demanding a full refund and a call from a customer service manager.Desired Settlement: A full refund of 520.48 and a call from a customer service manager.
Review: I purchased a living room set, two bedroom sets and a dinette set for my elderly mother in law and purchased an insurance plan to cover all of the pieces. Upon delivery the dinette seemed fine, but within two days the chairs became wobbly and unsteady to the point that we are concerned about having my mother in law sit in them, for fear they will give away. We called the store and were referred to the cooperate number and email address. We have now contacted the company via email and phone 7 times and have yet to have anyone return a call or email to tell us how they will handle the situation. It has been 6 weeks at this point. Emails go with no response as do voice mails, when you do get someone on the phone they take the information and tell you that someone will have to get back with you, yet no one does.Desired Settlement: I would like to hear back from the company first and foremost. Beyond that I would like to see this furniture either repaired or replaced.
Review: In December 2014, I spent about $2,000 on bedroom furniture. In January 2015, I decided I needed a second night stand, so purchased it on 1/25/2015 from the same salesman, [redacted]. The cost including shipping ($20) it to the local store for pickup was $112.37. I picked up the item on 2/7/2015. The store loading doc attendant placed the item in my back seat of car & I drove immediately the .2 miles to my home & unloaded the boxed item delicately in the bedroom. Since I was awaiting another furniture piece to be delivered, I was not in immediate need to open the box & place the furniture until Friday night, February 20, 2015. Upon opening the box, I found two major cracks in 2 opposite corners of the nightstand, including the front right corner being split completely down the side. On Friday night at 7pm, I called the local store & spoke to a customer service rep who said she would discuss replacing it with a manager & call me back within an hour. I did not receive a return call. I called again Saturday, Feb 21 @10:10am. I was told my one manager, [redacted] that I only had 72 hours to open/inspect the item. While I acknowledge that may be their policy, I would think a reputable business would understand the business of people's lives & consider 2 weeks an ok time to report a problem & want to remedy the problem for a customer who spent over $2,000 at their store. I have asked for a return call from general manager, Moe Hasson but have not yet heard back. I was told my complaint should go to general customer service at ###-###-####. I then called salesman directly to discuss the matter. He suggested I call the Director of Customer Service on Monday at ###-###-####. I will do that, but do not think it should be necessary as any reputable business would replace the darn $112.37 item from a good neighbor/customer. I would like the item replaced at no cost to me.Desired Settlement: I would like to return this night stand for a replacement of which I will thoroughly examining before leaving the store this time. I just think it is ridiculous that I have to go through the trouble of escalating this issue to the Director Of Customer Service of Marlo Furniture, since any reputable business would not put a customer through such an inconvenience for such a minor issue!
Consumer
Response:
See AttachmentFwd: Complaint# [redacted]Inboxx Revdex.com of Metro Washington DCMar 9 (7 days ago)to me ---------- Forwarded message ----------From: <[redacted]>Date: Sat, Mar 7, 2015 at 11:47 AMSubject: Re: Complaint# [redacted]To: "[email protected]" <[email protected]>To Whom It May Concern,Thank you for working on my complaint referenced above. I just wanted to let you know, after I also complained to the Maryland Consumer Protection Agency & wrote a letter including pictures of my nightstand to the Marlo Furniture Board of Directors (after their Customer Service Manager declined my request for replacement), Marlo has resolved the matter. After viewing the pictures of the damage, they decided to make a goodwill gesture to replace my nightstand at no charge to me. Please close out the complaint & again my sincere thanks for your assistance with my complaint. Best Regards,[redacted]Phone: ###-###-####Email: [redacted] Sent from Windows Mail
Review: I have been a Card holder of Marlow Furniture for over 20 years, Six years ago my wife and I purchase a bed , went didnt like the bed so we returned it, Marlow stated we could not receive a refund so they added the charge of 1000.00 to our charge account, they called it a charge credit they could be redeem at a later date, well we never purchased anything from Marlow but kept paying on the bed, so after 5 years of paying it off with interest the total is 1900.00. We paid the bed of 6/2013.We would like cash or credit. We have contacted Marlow but given the run a round , no direct answer to my request. If Revdex.com could contact them we would greatly appreciate your efforts. Or information is below...Marlow account number [redacted]Washington dc [redacted]###-###-####( home)[redacted]Desired Settlement: We would like a refund of 1900.00 cash or credit
Review: On September 2, 2013 I bought a Living Room Set at Marlo in [redacted] Store.Unfortunately, the furniture has not performed well or the service was inadequate because I came to find out that the end tables were damaged and a section of the sofa is slanted when you sit down? I am disappointed because I have contacted and visited Marlo numerous times and have not received a response to my inquiry. To resolve the problem, I would greatly appreciate if you could pick up the damaged Living room set and exchange for a new one with no additional charges.Desired Settlement: I look forward to your reply and a resolution to my problem and will wait until January 31, 2014.
Review: I purchased a master bedroom set from Marlo Furniture on June 23rd 2013. Items include a dresser, drawer chest, queen size bed, mattress, mattress box spring, end table, and 5 year furniture warranty. I was originally told by the salesman ([redacted]) my order would take no longer than 6 weeks to be delivered. 6 weeks came and went, no phone call or explanation. I called customer service on week 8, they told me the order was extended by 1 month, but they would conduct a split delivery of the items in stock (everything but the bed frame). During the delivery I discovered mold growing on my $1000+ new mattress, still in the plastic. Obviously we requested a new mattress be delivered, but had nothing else to sleep on in the meantime, so we used bleach to temporarily fix the problem and they left the mattress at our house. Additionally, the drawer chest wood was cracked upon delivery. The driver implemented a quick fix and told me the store would send someone out for a more permanent fix. Here we are, 2 months later from purchase--no phone call, no permanent fix. This afternoon (August 24th 2013), Marlo returned to deliver another mattress and my bed frame. The bed rails to connect the headboard and baseboard were missing (I was previously told by customer service my bed was complete and in-stock) and another moldy mattress in the clear plastic was delivered (moldy in the exact same spots as the first one).Desired Settlement: I would like a full refund for my complete bed frame and mattress. I would like someone to permanently fix my drawer chest immediately, or a full refund for that item as well. Finally, I would like a full refund of my 5 year warranty, which in my opinion they have not honored up to this point. Additionally, I will file a complaint with the Department of Health and Human Services to ensure Marlo does not deliver anymore moldy mattresses to customers.
Review: In Feb 2010 I purchased a leather sofa set from "Marlo Furniture" and we paid extra for a 5 year warranty on it. When we noticed some mechanical defects in the 3-seat sofa, we decided to contact the warranty firm for repair.The warranty firm "[redacted]" alleged that they have no tie ups with Marlo furniture anymore and Marlo refused to listen to our complaint under the pretext that they are now called Marlo Home furnishings and not Marlo furniture. The customer rep was firm on her view that with the name change, they are free of any obligations. We the warranty company has asked us for documentation to verify if they have any obligation. They reviewed teh recipts we sent, confirmed that the purchased indeed occured while they were still in contract with Marlo Furniture but refusedd to help us.Desired Settlement: Honor the warranty and fix the sofa without charge.
Review: I sent the following complaint to Marlo Furniture and have received no response:I bought a chaise lounge under the provision that it could be delivered on this Saturday. Upon the delivery, the furniture was damaged to the point where it was leaning to the side. The delivery personnel attempted to fix it and tried to persuade me to accept the furniture with a 75 dollar discount. They told me it would be three to four months before I would now get my furniture if I did not take it. They then told me customer service was closed, that I could not do anything today even though the store is open on Saturday and left, leaving a sheet that they had me sign, which I later realized they never changed the information to reflect that the furniture was not in fact delivered. I only want the furniture undamaged, or a full refund, or to be able to change my order to something that is in stock. I just moved here from Wisconsin and was depending on having a living room chair by today, not four months from now, otherwise I would not have bought it. I am dissatisfied with the service I have received thus far, especially that nothing could be done (like my refund) or a change in order today when the store is open.End of EmailThey have my money and have had it for a week now. The store is open today, but they refuse to change my order, refund my money, or deliver the furniture undamaged. Also, the delivery personnel took the damaged chair with them leaving me with paperwork stating they delivered the damaged chair.Desired Settlement: I either want the chaise lounge that I bought undamaged, a full refund, or to be allowed to change my order to something that is in stock. Since I moved here with no living-room furniture and intentionally bought the chair with the promise that it was in stock and deliverable, I want something that is deliverable within a week. Not four months from now.
Business
Response:
Customer's chaise was canceled and funds sent to another invoice which was delivered on 12/13/2014. We hope the customer can now enjoy their new furniture.
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 bought the furniture under the condition that it was in stock and could be delivered within a week---not a month and a half. Upon the furniture I had picked out being damaged, the company offered me nothing that could be available and refused to refund my money without deducting funds from it. This left me with no choice but to pick something else out, which was still not completed and delivered until mid December. The company knew I only bought the furniture because it was in stock, as I explained that I had just moved and wanted something immediately to have something to sit on having gotten rid of my living room furniture when I had moved from out of state. The company did deliver the furniture finally, but offered no discount or any alleviation for my troubles. I do not think that what happened is any way to treat a customer.
Regards,
Review: Problems are four fold:
1) Furniture set was damage during delivery (various small tears)
2) Rocker recliner back was installed crooked
3) Rocker recliner base is not the same as we were shown & ordered at the showroom (gave us cheaper flimsy design)
4) Small hard plastic pieces on bottom of rocker recliner base have scratched & left indentations on our hardwood floor.Desired Settlement: Marlo (also DBA [redacted] Furniture) needs to come pick up their defective furniture and provide 100% refund. Haven't decided yet what to do about our floor.
Business
Response:
Furniture was not swapped for inferior products; what was delivered was exactly what the customer purchased. As per policy, we cannot refund customer for damaged merchandise until all attempts have been made to satisfy damages, via service.
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 stand by my original statement as being 100% truthful. For Marlo to call me a liar is not an appropriate response. The furniture that they delivered is clearly not the same as they showed us in their showroom, and I have several photos to prove it. This is getting us nowhere. Will someone please provide me with Marlo legal servicing address?
Regards,
Review: Bought a dining set at marlo furniture last week. Picked it up, which was 2 hours away from where I live. Brought it home . I was very dissapointed by the quality of the chairs, one had stain from boxing, the other had little tear , upholstery is poorly replaced etc.. Paid over 800 for 6 chairs. Called my salesperson to see if he can help, he said no returns no exchanges, no credit!!! I told him I am not really happy with the chairs and its only been two hours since I had them .his response was rudely, you liked them in the store what has changed!!! When we were buying the dining set he was basically kissing our [redacted]( excuse my language) not that I have a problem with product they seem not to care.. All I want is return these chairs and get something better!!! Or full store credit.. Nothing more nothing less....Desired Settlement: Store credit,, no restocking fee, or refund. For the whole thing.. And I will take my business somewhere else...
Review: I paid for a brand new dining room table from Marlo Furniture at the beginning of July. On August 2, 2013 it was delivered to my home. While the delivery men were in my home I notice a long deep scratch on the table surface. I spoke with a customer service representative on the delivery guys phone and made her aware of the issue. She asked me if I would like store credit and I told her No, I would like a new table. She then asked me were there any other damages and I told her I was still inspecting it. She then told me to call back with any other findings/damages. I called back to report several other scratches that day and to let them Know that one of the table legs was loose which was causing the table to lean. On August 7, 2013 a women named [redacted] called and asked me to send pictures. I sent the pictures and never received a response. I called Marlo customer service on August 12, 2013 and August 15th both times [redacted] was unavailable. I resent the pictures just in case they did not receive them since I did not hear from [redacted] after I sent the pictures. On August 16, 2013, I called Customer service and spoke to another representative that explained to me that Marlo does not replace furniture they only fix it. I explained to her that I did not go into Marlo and Purchase scratched and dented merchandise for a lesser value. I went to Marlo and paid for a brand new table and for that reason I want what I paid for, which is new merchandise. I do not want what was delivered. She said my only option is for a technician to come evaluate the table and fix it.I was not aware of the option of refusing the table there for I did not. If you pay for NEW furniture you should receive NEW furniture. If there is a mistake on the companies end and the furniture is damaged the furniture should be replaced. It should not be delivered damaged and if it is the customer should be able to have it replaced.Desired Settlement: I would like Marlo to replace the damaged furniture that was delivered to me and replace it with a brand new table.
Review: on 6/29/13, went to marlo store and spent over $ 5,000.00 on furniture that was delivered on 7/30/13 and delivery was incomplete with several items missing i.e. bedframe, dresser with mirror, 2 night stands, and a sleep sofa. went back to store on 8/2/13, and manager **. [redacted] suggested we cancel those items missing and re-select anything on the floor to replace items lost or missing and he and [redacted], Customer Service manager guaranteed delivery on 8/8, or 8/9/13. Writer stopped in the store today to verify delivery of items this week and met with Manager **. [redacted] who stated that items were not available at this time and after he called corporate Office in my presence, stated that he had no idea where my items from the second order was. Writer at this time requested cancellation of order and asked for a refund and **. [redacted] stated Quote ( you cannot get a refund and I cannot cancel your order and I do not know anyone who can ), Un-Quote! He stated furthermore, I do not have a delivery date for your furniture that you ordered! Writer left store and proceeded to seek assistance in the settlement of this matter.Desired Settlement: Writer and wife have been waiting for delivery of this furniture since we paid by bank card on 6/29/13. At every turn, Marlo's has not lived up to there promise to deliver furniture ordered not once but twice with no delivery date at this time. Their business practices are a irritant with a total disregard for consumers and business practices that are in disarray. We just want a refund for items missing which are King bed frame ( they gave us mattresses without the bedframe ), a dresser with a mirror attached, 2 night stands for the bedroom, and a sleep sofa. Would like a refund of $3,000.00 for items not delivered!
Review: We purchased furniture on May 17, 2013. The furniture we ordered was described as being "in-stock" and that it would take no more than six weeks to arrive and then be delivered to us. The store confirmed that none of our items were special order and we paid in full that day. We further provided a cell phone number to be used as the contact number and it was the number we used to check on the status of our order. There was supposedly a note in our file indicating the preferred contact method.
After a few weeks, we contacted Marlo and they told us that delivery would take the full six weeks because our items "were on layaway." We did not sign up for layaway and the total amount was charged to us the date of purchase. At the sixth week, we called again and were told that our furniture was "special order" and that it would take up to 12 weeks - double the initially promised six weeks - even though the reality is that we were never told any of the items were special order. At this point, we wanted to cancel our account, but customer service told us that that was something the store manager had to authorize. On two separate occasions, we left contact numbers for the manager to return our phone call - we never heard back. We called again and found out that some of our items are expected to arrive on July 27. Frustrated, we wanted to cancel the account but were told we would be charged a 30% fee, but we were again told we should speak with a manager and again left a contact number.
This week we called and were told that our furniture would be in the warehouse on July 3 and that we would receive a phone call when it came in. We never received a phone call, so we called back and they said that we would be able to schedule a delivery time when the delivery service contacts us. We again asked to cancel our remaining items, and it is only at this point that the customer service representative told us that we had to come in store and formally speak to a manager in order to cancel (apparently it is something that cannot be done over the phone at all). On Friday, July 5, we never heard from the delivery service to schedule a time, so today, Saturday, July 6, we called customer service again only to find out that the "phone number on record" was not the phone number we had been using to verify our account, even though we specifically requested they call us at the number associated with the account - a cell phone number, as opposed to the work phone number.
We called at 6:33pm and corrected customer service about which phone number to contact. Customer service indicated that they relayed the message to dispatch and that our delivery service window was from 4-8pm. We called Marlo customer service again at 8:53pm because we had not heard from anyone and were told that the deliveryman had the delivery scheduled to be delivered tonight, but that all representatives were leaving for the evening, so we would have no one to speak with or contact, essentially leaving us blind and without furniture. We have waited over seven weeks for our furniture and are expected to wait three more weeks for the rest of it. We have been living without furniture all this time with the expectation that we would have it. And now, that we had scheduled delivery, the delivery service is still not here and we have been trapped at our home waiting endlessly.Desired Settlement: This has been the worst experience we have ever had with any business. We had other things delivered to our home without any issues, so we know it is not impossible to access our townhome. Further, a refund would only be small justice. It feels like we had been consistently lied to by customer service, promises were repeatedly broken, and every time we were told we would hear from someone associated with Marlo, we were sorely disappointed.
A refund will only mildly compensate for all the stress, time lost, and time spent waiting for furniture. I am not sure how we can be compensated for the two months of eating our meals on the floor of our home and keeping all of our clothes strewn about our bedroom because we were waiting for dresser to arrive.
Review: My wife and I bought sofa bed and a love seat for our finished basement from Marlo of [redacted] on May 30th. Our Items were delivered to us on Jun 7th the delivery people never took the items out of the delivery truck they asked me to show them the entrances to the basement and I did and they immediately refused to use either of the entrances and suggested for me to go back to the store to resolve my issue. The delivery people seemed very rood from the beginning and they looked like they were in a hurry. It took them a few minutes to live from the time they got to my house. My wife and I decided to go back to the store and try to resolve out issue. We spoke with the Manager [redacted] and was told that we were going to be charged a 30% (over 300.00 dollars) to restock the items and that we could choose other items. We explained to him that we were never giving that information and he pointed to the fine print of the sales contract. We explained to him the there wasnt any furniture in his store that we liked so he suggested for the same items to be re delivered to us but we needed to pay another 75.00 dollars for delivery charges ( total of 150.00). He also mentioned that they had prior issues with that delivery company and that he was certain that another crew would be dispatched and they would defiantly be able finish the job and once the furniture was in my home I would be reimbursed the 75.00 dollars. My wife and I felt that we had no choice but to take that avenue. So we went back home had and I took measurements of the entrances to our basement which are from the inside of the home and the entrance from the back yard of the home, it looked to me that the furniture would fit better from the inside of our home. On Jun 12th the second crew came and they asked me to show them the two entrances to the basement and I immediately showed them the entrance that I thought the furniture would fit, And their response was NO WAY I asked them to measure the space and they responded that based on their experience that it was not going to work. So they asked me to show them the second choice of entry which is trough the back yard they took a look at the entrance and told me that they would give it a try but I needed to sign a waver I felt that they were the experts and they knew better so I did what they asked me. In their attempt to put the sofa bed in the basement (the biggest item of the two) they damaged the sofa bed, at this point they said to us that they could not fit the sofa in the basement and because it got damaged they could not take it back and they were ready to live the sofa outside in the back yard. I told them that my wife is 8 months pregnant and I had no one at the time to come and help me and also it was about to rain, the delivery crew called their supervisor to get instructions the decided what to do, so they decided to put the sofa bed in the living room, I asked to please put it in one of the other rooms so we could at least have space move in the living room and they refused. I asked about the sleeper that they still had in their truck and they said that they would take that back because that would not fit as well, even though it was a smaller item. So they drove away and my wife and I found our self with a damaged sofa left in the middle of our living room. Later that day I called a friend to come and help me. When my friend arrived he saw the entrance from the inside of the home and he agreed with me that it would be the best choice for taking the sofa bed to the basement, so we both gave it a try and in 15 minutes we had the sofa bed in the basement. I immediately called customer care (###-###-#### option *) and spoke to [redacted] I explained to her what happened she asked me to send her pictures of the sofa bed in the basement. I also told her that they had taken back the love seat. She said that she would contact me in the morning to resolve my issue. It is now over 8 days and I still have yet to hear from [redacted]. Since then every day I called customer care and I spoke to several people and managers and they all stated that they have sent E-mail to [redacted] to call me back. On Jun 17th the company delivered my love seat and it took 3 minutes for that delivery crew to take the love seat in the basement trough the same entrance that the prior delivery crew refused to even try. That delivery crew stated that they didnt understand why the other two delivery people could not do their job. I immediately called customer care and was told that I would not get refunded the 75.00 delivery charge and that the damaged sofa bed was my responsibility and they would not do anything to help me. So know they dont even what to talk to me and [redacted] has yet to return any of my calls. Im Asking get a knew Sofa bed also to get refunded the 75.00 delivery charge and a written detailed response from Customer care as to why they refused to help me and why [redacted] the supervisor would not return my calls.Thank you.Desired Settlement: Im Asking get a knew Sofa bed, also to get back the 75.00 dollar delivery charge and a written detailed response from Customer care as to why they refused to help me and why [redacted] the Suppervisor would not returne may calls.
Review: We purchased a dinign room set from marlo in July, 2014. One of the glass pannels on the china cabinet was scratched upon delivery. Marlo agreed to replace it per their policy. When they sent a new piece of glass, along with a technician to install it, it was too large. They then ordered another piece, but informed that it was on back order until late October. In late October, we received the peice they ordered, which was incorrect, and turned out to be a shelf. They then ordered another piece of glass. Upon receipt of this glass, and a technician to install it, it was again too large.
I was the ntold by Marlo that they were having the correct piece of glass sent to their facility, where they would have a manager inspect it. On November 17, I received an email stating that they had the glass and were waiting on a manager to inspect it. Furthermore, I was asked to provide a phone number so they could call me the next day. I never received a call, and they have stopped responding to my emails. Furthermore, everytime myself or my wife calls to speak with a manager, we are told that no manager is available for one reason or another.Desired Settlement: I just want the correct piece of glass delivered and intalled. We have had this furniture since July and have not been able to use it. While ultimately I will be seekign a partial refund, at this point I just want it to be fixed.
Business
Response:
We apologize for the confusion. We're trying to correct this order. We've informed the customer that we'll be exchanging the china on 12/18.
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 "[redacted]" 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: I purchased a sectional from Marlo Furniture. It arrived on July 5, 2013 after the furniture was delivered and set up, we noticed that there was a board sticking out in the back of the loveseat. We notified the store manager [redacted], that we had a defective item and we would like to have it replaced. He gave us the number to customer service. They told me that they would come and pick the love seat up and repair it. I told them that I would like to have the love seat replaced, because I did not buy a clearance-as-is item, I brought a brand new item and I should receive a new item in its place. I have asked to speak with a manager in customer service each time they tell me that the manager is not available. Customer Service said they would have a manager call me, no manager has ever called me. I have called several times trying to resolve this issue to no avail. I said that I would just like to receive a refund and they could just come and pick up the whole set. They said that I would have to talk to the store manager. My husband and I tried calling [redacted] several times he did not return our calls. I went back to the store on July 24, 2013 to discuss this matter with [redacted] he said he was going to send a message to customer service to request a new love seat and that he would call me on July 25th and let me know what they said. I told him that they said he could make the decision to refund my monies. I never heard from [redacted]. I called back to Marlo to speak with [redacted]. He said the manager in customer service had been fired and he didn't know who was going to replace her etc... I told him that was no excuse for not getting back to me regarding this situation. I told him I would just like a refund for the entire secitonal he said he could not do that it was not his call. I told him that customer service said it was indeed his call. He then referred me back to customer service. At this point I just want a refund they can come and get the whole set.Desired Settlement: Refund of purchase.
Review: I purchased furniture from Marlo, I advised them that I did not want the furniture delivered until sometime after 4/26. They called and said my furniture was in and that I could call any time to set an appointment for delivery. Well two weeks ago I called to set the appointment but they girl I spoke to said that my furniture had been placed back in stock and was no longer available. I then advised her that with the upcoming holiday that I would be out looking for furniture for another room, that if I found something different that I would cancel my order. She told me that there would be a fee. I was [redacted]. Why is it possible that they can tell me my furniture is available then then tell me it’s not, then tell me you would charge me 10% because they decided to sale the furniture I already purchased that was suppose to be waiting for me to call to set up delivery.
I finally got a call saying that my furniture was in but I could not set an appointment time, that someone would call me with a time window and that the only days that were available were M-F because of a free delivery promotion. I purchase the furniture during a promotion I didn't know, because it was not explained to me at the time I made the purchase and not until now that because I purchased during a promotion I was limited to certain delivery dates. Now I am supposed to lose money by taking off from work to get furniture delivered that I purchased on sale, during a promotion to save money. I was giving a receipt after I made the purchase but I did not notice any special delivery guidelines for promotions.
I would never have thought that Marlo would have such shady practices.
Today I got the call that my appointment window was from 9AM-1PM, I tell the girl that I have to work the morning that afternoon would be better, and she proceeded to tell me that that was the only time they had available for me. there would be a $50 charge to reschedule. I didn't schedule the first appointment so how am I now being charged a fee. She told me to call Customer Service to see if the fee could be waived but she doubt it.
Talking to Customer Service was a joke. I asked for a Supervisor but the female kept over-talking me asking me for my phone number. Needless to say I still didn't get to speak to a Supervisor, she said that she would have one call me in 24-48 hours.Desired Settlement: I would like a hand written apology. And also, since I feel like I am stuck in a situation that I have to lose money on I feel like I should be financially compensated in some way or they can deliver on Saturday without a fee.
Business
Response:
July 14, 2014Dear [redacted],We’re not really sure what this customer is complaining about. If she’s complaining about the four-hour window, this should have been explained during scheduling. In any case, customer was delivered Saturday, May 31 just as they requested. We hope they will enjoy their new furniture.Best Regards,?
Review: Whom It May Concern,In June of 2014 I purchased the [redacted] Collection by [redacted] a sofa at $1159.99, chair at $819.99 and ottoman at $309.99 from the [redacted] store. In September I contacted the warranty company because the ottoman color of the leather began to fade and the chair pillow casing appears to be no longer fitting the casing of the chair. I was informed that the warranty does not cover leather fading and then proceeded to ask am I sure I purchased leather. I immediately called Marlos Furniture and was then informed to call customer service; placed on hold over 45 minutes, to still come up unsuccessful. I called the store again and I was transfer to customer service. I was told to email them pictures of the furniture and again I was asked did I purchase leather and not leather like furniture. I inform the rep that I was told and what I was purchasing was Genuine Leather. [redacted] informed me that if it was leather than I would have a year manufacturer warranty that should cover the fading of Genuine Leather; if that should. I emailed the pictures to the following email on the 10th of September 2014 claims [redacted] (they never responded) I then, called the following day. When I finally got them on the phone I was told that the service center would be in contact with me. In late November I received a box with a piece of leather cover to cover the ottoman. I called the warranty company to ask what am I to do with this piece of leather, because this ottoman needs to be covered by a professional, they then inform me that they did not sent this to me. So In late December 2014 I begin to call Marlo Furniture and for the last three months to be told this that the person I spoke with before does not work here anymore and that they were unsure of what was said to me, but they could see in the system that I was told about the warranty, but it looks like the pictures were never received. So I was asked to send more pictures. I informed them to be mindful that the fading is muchDesired Settlement: Under normal circumstances, I would simply return this item to the store I dont have that option. I do not believe that I am asking for much in return for my time and effort, all I want is my money back. As I stated previously, I have come to expect much more from Marlo and, therefore, this has been very upsetting for me. I do not feel that I am being unreasonable with my request. I really do not want to be rude, but the quality of this product is nowhere near what I would expect from a company like Marlos
Consumer
Response:
[redacted] email me, about her complaint, was not able to open the message, called her back , she was just checking on her status.
Review: I bought couches from Marlo furniture January 3 with a delivery date for January 10 ...delivery driver was asked if he had booties to cover his boots he said no and while bringing couches into my home made a hole in my wall when asked about it he shrugs his shoulders said sorry and walked off to continue on he later asked if the hole was ok my wife answered with a NO he got upset and was rude took the couches back out and said someone else can do your delivery because he was going to have to pay for the repairs....today January 21 2nd delivery date delivery driver was asked for booties to cover his boots again they didn't have any. when inspecting couches they were damaged so delivery was denied and asked to take back he even tried to color some of the scratches in with a sharpie while taking couches out my front door was damaged....I've tried to cancel the order and are now being charged a 30% restocking charge all I want is for my property to get fixed and a full refundDesired Settlement: All I want is for my property to get fixed and a full refund or, some type of compensation for all the headache that this has cause me having to leave work
Review: On 3/29/13 I went to Marlo furniture to purchase a king size headboard and foot board. I purchased king size hb,fb and rails. The total price with shipping came to $520.48. I scheduled the delivery for 4/26/13. On 4/26/13 Marlo delivered the bed and assembled the bed with a defective piece that did not have a hole in the support bar. The delivery man contacted the dispatch to inform them of the problem. They told me that they would sent someone out with a new support bar on Monday April 29, 2013, no one never showed up on Monday. I called Marlo all week and never received a new support bar. Due to not having the support bar the wood began to crack. Customer service at the cooperate office finally told me that the bed had been discontinued and they could not provide a new support bar nor bed. On may 6, 2013 [redacted] a customer service representative told me to either go into the store and look for a replacement bed for the same amount. I went into the store and could find a bed. [redacted] informed me that I would get a full refund if I returned the bed. This has been such an inconvenience for me and my family. Marlo picked the furniture up on May 8, 2013. The delivery person stated that the bed should not have been left in my home because it was defective and not properly assembled. It was missing screws, the slacks was not drilled down properly, and scratch marks. I contacted customer service and asked if I could get my refund the representative told me to go into the store to receive my refund. I went into the store and was told that I could not get my refund today I would have to come back in 24-48 hours. I'm very unsatisfied with the service I have received. I have asked to speak with a manager and was not allowed to speak with one. I'm demanding a full refund and a call from a customer service manager.Desired Settlement: A full refund of 520.48 and a call from a customer service manager.
Review: I purchased a living room set, two bedroom sets and a dinette set for my elderly mother in law and purchased an insurance plan to cover all of the pieces. Upon delivery the dinette seemed fine, but within two days the chairs became wobbly and unsteady to the point that we are concerned about having my mother in law sit in them, for fear they will give away. We called the store and were referred to the cooperate number and email address. We have now contacted the company via email and phone 7 times and have yet to have anyone return a call or email to tell us how they will handle the situation. It has been 6 weeks at this point. Emails go with no response as do voice mails, when you do get someone on the phone they take the information and tell you that someone will have to get back with you, yet no one does.Desired Settlement: I would like to hear back from the company first and foremost. Beyond that I would like to see this furniture either repaired or replaced.
Review: In December 2014, I spent about $2,000 on bedroom furniture. In January 2015, I decided I needed a second night stand, so purchased it on 1/25/2015 from the same salesman, [redacted]. The cost including shipping ($20) it to the local store for pickup was $112.37. I picked up the item on 2/7/2015. The store loading doc attendant placed the item in my back seat of car & I drove immediately the .2 miles to my home & unloaded the boxed item delicately in the bedroom. Since I was awaiting another furniture piece to be delivered, I was not in immediate need to open the box & place the furniture until Friday night, February 20, 2015. Upon opening the box, I found two major cracks in 2 opposite corners of the nightstand, including the front right corner being split completely down the side. On Friday night at 7pm, I called the local store & spoke to a customer service rep who said she would discuss replacing it with a manager & call me back within an hour. I did not receive a return call. I called again Saturday, Feb 21 @10:10am. I was told my one manager, [redacted] that I only had 72 hours to open/inspect the item. While I acknowledge that may be their policy, I would think a reputable business would understand the business of people's lives & consider 2 weeks an ok time to report a problem & want to remedy the problem for a customer who spent over $2,000 at their store. I have asked for a return call from general manager, Moe Hasson but have not yet heard back. I was told my complaint should go to general customer service at ###-###-####. I then called salesman directly to discuss the matter. He suggested I call the Director of Customer Service on Monday at ###-###-####. I will do that, but do not think it should be necessary as any reputable business would replace the darn $112.37 item from a good neighbor/customer. I would like the item replaced at no cost to me.Desired Settlement: I would like to return this night stand for a replacement of which I will thoroughly examining before leaving the store this time. I just think it is ridiculous that I have to go through the trouble of escalating this issue to the Director Of Customer Service of Marlo Furniture, since any reputable business would not put a customer through such an inconvenience for such a minor issue!
Consumer
Response:
See AttachmentFwd: Complaint# [redacted]Inboxx Revdex.com of Metro Washington DCMar 9 (7 days ago)to me ---------- Forwarded message ----------From: <[redacted]>Date: Sat, Mar 7, 2015 at 11:47 AMSubject: Re: Complaint# [redacted]To: "[email protected]" <[email protected]>To Whom It May Concern,Thank you for working on my complaint referenced above. I just wanted to let you know, after I also complained to the Maryland Consumer Protection Agency & wrote a letter including pictures of my nightstand to the Marlo Furniture Board of Directors (after their Customer Service Manager declined my request for replacement), Marlo has resolved the matter. After viewing the pictures of the damage, they decided to make a goodwill gesture to replace my nightstand at no charge to me. Please close out the complaint & again my sincere thanks for your assistance with my complaint. Best Regards,[redacted]Phone: ###-###-####Email: [redacted] Sent from Windows Mail
Review: I have been a Card holder of Marlow Furniture for over 20 years, Six years ago my wife and I purchase a bed , went didnt like the bed so we returned it, Marlow stated we could not receive a refund so they added the charge of 1000.00 to our charge account, they called it a charge credit they could be redeem at a later date, well we never purchased anything from Marlow but kept paying on the bed, so after 5 years of paying it off with interest the total is 1900.00. We paid the bed of 6/2013.We would like cash or credit. We have contacted Marlow but given the run a round , no direct answer to my request. If Revdex.com could contact them we would greatly appreciate your efforts. Or information is below...Marlow account number [redacted]Washington dc [redacted]###-###-####( home)[redacted]Desired Settlement: We would like a refund of 1900.00 cash or credit