Review: I purchased a sofa from Marlo Furniture in September and scheduled delivery. When the delivery guys showed up, I told them that it was ok if they happened to sratch the wall a little bit as I had a painter coming in the next day to do touch up painting. The driver said you will need to sign a waiver for the walls and I did. The drivers brought the sofa in without sractching the walls, however when they put the sofa down after installing the legs, the sofa bed came sliding out and the metal sratched my hardwood floors (8-9 boards). As I was coming from the kitchen to assess the damage, the delivery guys took out a black permanenat marker and started drawing the sratch to try and cover it up before I came over. Once I saw the damage, I took pictures and had the driver call customer care.
I was told by [redacted] that the waiver was for the walls as the driver had told her on the phone and that Marlo would take care of the damage to the floors as long as I emailed her the picture. She said that they would either send someone out to fix it or allow me to use my exisiting contractor who laid the floors. I immediately sent her the pictures and heard nothing back for two days. I called customer service and was told to call back the next day to speak with the manager. When I called the next day, the lady on the phone was rude and would not hear my complaint. She said I signed a waiver for any damage caused and that there was nothing they could do about it. I informed her that this waiver was for the walls and that the driver and I had explained that to [redacted]. Furthermore, I told her that the further damage they caused by using permanent marker on my floors was negligent and she still wouldn't address my concern. She keeps saying that I am responsible to pay for the damage to the floors and the permanent marker that they used which is criminal to say the least.Desired Settlement: I want marlo to pay the $450 that it will cost to repair the floors, as I have received the invoice from my contractor who laid the floors. Additionally I want them to replace the sofa cushion that they ruined with permanent marker stains.
Review: On May 27th ,2013 We bought furniture about $3814.94 and it was delivery on June 8th 2013. I sign paper and than talk to the customer service, she told me that I have 72 hours to let her know if any damage on the furniture delivery and told her that right now I don't have time I have to go to work, I'm already late ,just say thank you to her and that. Later that night when I come home I lift up the mattress and took out the plastic wrap and found the water mark across the mattress and the spring box was dirty . We start look around the bed ,come to fine out that the driver DID NOT screw in the wood that cross from one side of the bed rail to the other side of the bed rail and I start to check out all furniture ,come to fine out that one of the chair is damaged Next day I call customer service to let them know what wrong with the mattress,the rail that not screw in and the chair.She ask me why ? it should happen, because they don't keep any mattress in the warehouse only made to order that the same sale person told me and I ask her back if you don't keep in stock in the warehouse Why the tag on mattress said May 24th 2013 and she said to me I have no answer and I couldn't tell you .She told me that it will take two week for replacement and the delivery people will call to set up the day for delivery ,I said OK thank you.Long story short until now I still have damaged chair and the bed rail not fix yet.I call to marlo where I bought the furniture and ask to talk to the person in charge, she told me that he out for lunch. She told me to call customer service and I did and the customer service said to me the person in charge the case name [redacted] and I ask her please ask Ms [redacted] to call me back when she is not busy,the customer said to me that she know what the problem. [redacted] Never return my phone call until now and still have damaged chair and the bed rail still not fix.I call so many time and they still don't correct the problem. I will never go back to buy the furniture from Malo again.Desired Settlement: I would like them to fix the problem as soon as possible within the next two week if they can't fix it I would like all the refund without the penalty or any charge after all they are LIAR to me from sale person to customer service to management and very very very BAD service. I work hard for my money I worked two job to save money to buy this furniture .All the bill was paid in full.I would never go back to buy the anything from them again . Thank you[redacted]
Review: I purchased a headboard from Marlo @ [redacted] on May 25, 2013 for pick up. I think that we picked up the furniture on May 30, 2013. When we got home we opened the package and noticed that the headboard was damaged. We called the store and the salesperson many times and even texted the salesperson. No one responded. We wanted an exchange but could not get anyone on the phone to talk to. By the way, we live an hour away from the store. We took the headboard back to the store on June 2, 2013, and no one including the store manager nor the salesperson would assist us. The salesperson told us that if we had purchased $18,000 worth of furniture, we would have the same problem. The store manager then gave us a phone number to call another store in [redacted]. We did. The computer system asked us to leave the invoice number and the amount of the receipt, name and phone number. We did. No return calls to date.Desired Settlement: We will like the headboard exchanged and delivered to our home with no additional charges. The delivery truck will take the damaged headboard upon delivery of the replacement headboard.
Review: I bought a [redacted] mattress four year before from this store. This Mattress has 10 years warranty as it written on the mattress label. Problem with this mattress is it started sagging from middle. When you press on the middle of the mattress it goes down more than 1.50 inches from the head and foot of the bed. When we called Marlo store they just put you on hold and was transfer to customer care. I at least called them 15 times in last 6 months and they always say someone will call you tomorrow to schedule visit, but no one call since today.Then I visited the store but they said we can't do anything because management was different when you purchase the product so they just call 1-800 number and give it to me. I even called [redacted] the manufacture of this mattress and they said they can not help me because store is there and I need to go through store only. If store is closed or go out of business then and then they will replace it.Desired Settlement: I want this mattress replaced as soon as possible because my husband having back issue due to this uneven level of mattress since last 5 months and now I am feeling same symptoms. I am even tell them if they want me to pay few more bucks to replace this mattress than I am also ready.
Business
Response:
: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].
Review: IN August 2013 I order furniture for my new home and didnot receive all the accessories with the furniture. I have called many times and waited patiently for the delivery. It is now a new year and I am still waiting for my pillows to a chaise lounge. It has been 5 months and the customer service department is not forthcoming with completing my order. Supposedly the supervisor called but no followup was done. I am at my wits end waiting for my product. I have paid for it but I can't seem to get anyone and I mean anyone to assist me with this ongoing issue. I've talked to the salesman who p[assed the buck and even to a manager who also passed the buck. So now I am at this junction; which is a last resort. Please help me to close this loop. Frustrated and hard to get along with
Review: On Sunday, March 24, I went with a family friend to the Marlo Furniture store (in [redacted]) looking for a bedroom set. He and and I and, my daughter [redacted] looked at some within my price range and I finally decided on the "Dyrham Set" (which was on sale for $599. I paid a deposit of $200.00 (cash) and my friend, [redacted] paid the balance with his credit card. I was told by the sales consultant, [redacted] that my furniture would be delivered on Tuesday, March 26, 2013. after paperwork was done, she handed me her business card and a business card for "[redacted]" (their contractor for delivering furniture). So, [redacted] and I left the store and he brought me home and he stayed to help me determine where to place the furniture in my bedroom. So, on Tuesday morning, I called [redacted] (of [redacted]), at [redacted], to ask when I may expect delivery. I was told by him that I should have called and made the arrangement for the delivery. ([redacted] never told me that I was suppose to call and make the arrangement for the delivery. All she kept saying (in the store) was that my furniture would be delivered on Tuesday. But, anyway, [redacted] told me that he would check and get back to me. I texted him the invoice number( #[redacted]). And,later received a call from his associate [redacted]), telling me that I could expect delivery of my furniture within 30 minutes. He did deliver my furniture within the hour. He and another male knocked on my door and placed furniture in bedroom. The nightstand, dresser, mirror and bed (consisting of headboard/footboard, rails). After a few minutes of being in bedroom and after removing the furniture from boxes, [redacted] stated that the "hardware" was missing and the bed could not be put together, he would go back to the store and be back later that day or early Wednesday morning. I have not seen [redacted] since then. I have texted him and received a text stating "he had not forgotten me". But in the meantime, I have called Marlo's Customer Service and been told that the "hardware" had been placed on order on March 27th. called again and was told that the person that picked up the furniture would be called when said hardware comes in. I called yet again on yesterday (Friday, April 5th),was told by a female customer service rep that the hardware would be shipped to my home and that Marlo was no longer responsible, that the contractor should have inspected the boxes of furniture at the store before delivering them to me. When I received the furniture on March 26, by [redacted], I did pay him the fee of $100.00 (cash) and did not receive a receipt. All I want is for someone to come out and put my bed together. In fact, the mirror was not even attached to the dresser. (I am a 71 year old senior citizen and I have never been treated in such a shoddy manner.) on yesterday, I even asked the customer service rep why couldn't a replacement bed (in box) been substituted . "Marlo is no longer responsible" is what I was told. Well, someone is responsible. I paid for a bed, it is leaning against my bedroom wall and I am still sleeping in my living room. Please help resolve this, all I want is to be able to sleep in my bed (bought and paid for. [redacted]Desired Settlement: I am owed an apology from [redacted] and Marlo. Most of all a replacement bed with/headboard,etc. complete with hardware that will be assembled as promised, and, also, the mirror attached to the dresser as it should have been done on the day of delivery. I may be a senior citizen but that doesn' mean I don't know right from wrong. thank you, [redacted]
Review: I order a sectional couch from marlo furniture store in [redacted] Maryland on February 25,2014. I was told that I would received my couch between 6-8 weeks. However at the time of my delivery, march 18,2014 my appointment was scheduled between 11:00am and 3:00pm. I was not aware that marlo uses a third party for their delivery company which was regency furniture company. after 3:00 pm I called to check on the delivery, I was told that the truck was 10 minutes away from my home, said manager [redacted]. I then told [redacted] that I had to go to work that day knowing that I had to be at work at 3:30 pm that day. I then waited until 4:00 pm,called back and was told that the truck is 40 minutes away from my house. its wasn't long after around 5:00pm the truck than showed up. I then stated to the driver that they were late. after that they than started assembling the sectional couch in my home, I looked over the sectional and that's when I saw on the bottom of the couch was ripe opened, called marlo and notify them of the situation. I was told someone will come out and fix the couch. I said to the customer representative that I need marlo to come back out and pick up defective couch. I was told NO because I've already accepted the delivery. while arranging the cushion on the sectional I notice a hole in one of the couch cushion, I than called back marlo, and stated that the is defective coach damaged. I was told that they will send someone out in a couple of week to get it fix. I requested a managers call back, received a call from marlo customer service manager however she spoke rudely and refuse to help. I called [redacted] at regency furniture for help still no call back, still their not able to figure out how long it will take for this issue to be resolved. The service I received from marlo and regency furniture was beyond poor.Desired Settlement: I Would like the loveseat portion of 676.73 refunded back to my credit card and couch remains in my home.
Business
Response:
June 3, 2014Dear [redacted],Complaint has been noted. Customer has been ordered piece for her damaged loveseat. Once the piece comes in from the Imanufacturer, we will call the customer and send out a certified technician to install the piece and repair it back to manufacturer specifications.Best Regards,
Consumer
Response:
The issue had not been resolved. I am still waiting be reimbursement for the detective couch. Which I have being trying to contact marlo furniture customer service department for the amount of 697.00 be be refunded back to my Crédit card.. I can be reach [redacted] or by email [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution not satisfactory to me.
Review: On April 16, 2013, I purchased a black leather power recliner and a brown leather sofa from Marlo Furniture in [redacted], Md. Both pieces were delivered on May 07, 2013, however the power recliner was not working/no indicator light came on and the chair will not move or recline making it useless. They referred me to the Costumer Service depart. which referred me to the Service depart., which is some outside contractor it seems. They gave my case to only one person named, [redacted] who would not return my phone calls until after 5-7 business days. After multiple attempts, I finally reached [redacted] on May 22, 2013 who said a tech. will come to my home and attempt to fix the recliner. The Tech.(US Quality Furniture contractor) responded on May 29, 2013 took pictures but was unable to fix the chair. He advised he would send a request to Marlo for two parts which take about a week to deliver, then for me to reschedule him to do the repairs. After waiting two weeks for the parts to be delivered, I decided to call [redacted] on June 10, 2013, to check the status of the parts, to find that nothing had been done. [redacted] was still unsure which parts to order and checking with her manager to see what to do with my case after the tech. report advised her which parts to order. At present, she refuses to exchange the recliner and advises it needs to be repaired. Also at present, instead of just ordering the two parts as the tech. had advised, she is now saying the recliner has a special key/pin that needs to be inserted to make it work and that is most likely the problem of no power going to the chair. So now instead of the parts she is now trying to send me a special key/pin to fix the problem. After close examination of the recliner no key slot was found! How long do I have to endure this horrible costumer service and lack of use of my new recliner!?Desired Settlement: I would like to have the recliner replaced with a working recliner of the same model and color as soon as possible. Not to be repaired, the process has already taken too much of my time and patience. I also want Marlo to credit my [redacted] account/Marlo furniture account for $509.80 which is the cost of the recliner for pain and suffering and horrible costumer service. Because I was a long time Marlo purchaser and have purchased many items through the years and at present have an account.
Review: [redacted] sent a person to clean the pen marks on my sofa. A day after, cracks appeared all over the sofa where he applied his chemicals.
I purchased two Sofas from MARLO and bought the warranty with it. I contacted [redacted] to schedule cleaning the pen marks off from both sofas. On Saturday 9th Feb 2014, the individual came and applied chemicals to clean the marks. He left by saying that it will take a while for this to dry up. After a day, cracks appeared all over the Sofas wherever he marks were before. At few spots the marks even reappeared. I contacted [redacted] regarding this and spoke to several individuals including a Supervisor names [redacted]. Everyone made only one statement that cracks are not covered under the warranty. I tried explaining that I am not the cause of these cracks and that they are a result of the individual that they sent. I called multiple times but the company ignored my concerns. I also contacted Marlo and they state that I have to contact [redacted].
MARLO sold me the product and warranty. They should assist in getting this resolved since the insurance company refuse to do anything.Desired Settlement: I would like MARLO to either fix the cracks that their insurance person caused or replace my Sofas. I just want to be clear that I am not the one who caused the cracks. Cracks are a result of the chemicals that their individual applied to clean the pen marks.
Review: Made purchase of bedroom set and bar chairs and tablet set. Was told product is discontinued. and would be receiving floor display. I did not pay for floor display and want to change set. Told not floor display, I asked what do you call furniture that has been on display for months touched and seated on by others. I paid for new furniture and I am looking for just that. They will try to deliver to me in next few days by right I do not want this delivery for it is not what I purchased.Desired Settlement: Return money or exchange.
Review: My wife and I recently (Apr 20), purchased around $3700 worth of furniture. When we got home and reviewed the bill we saw a $419 warranty fee that was included in the price. We decided to delete some items and returned to the store. While we were there finalizing the transaction, we inquired about the warranty fee and told the billing person that we didn't want it and never agreed to get one. She took it off the bill. Everything was paid for, we had a 0 balance, and a delivery date was given to us at that time.
After the expected delivery date past, we called to inquire about the status. We were told that we had an unpaid balance of $580 so we returned to the store June 20 to resolve the matter.
The Mgr. reviewed our account and was surprised that we dropped the warranty. We told him that we were never told about a warranty and never asked for one but we noticed it on our initial invoice and dropped it when we deleted some items on our 2nd visit. He explained that he hid the discounts we got in the warranty fee. We were livid to learn that we are being asked to pay additionally when we have a 0 balance on our receipt. We also paid full price for the furniture, they were never discounted at all. Marlo Furniture refused to give us the furniture we paid for, demanding more money from us. We do not owe them anything. We have a receipt that shows a 0 balance and we are not paying them anything. This company is operating in an unscrupulous manner and in our case stating that the warranty charge is discount charges. If this is a discount then why are we asked to pay. The manager is angry because we noticed the warranty charge he slipped in the bill and he still wants us to pay after we deleted it and the deal is completed.
We have tried to reach the corporate HQ but with no success.Desired Settlement: We do not desire to do any business with this company AT ALL!!! We charged $262.43 on a MC. and the rest was financed. We want our money returned and the order CANCELLED!
My husband and I bought furniture as well as an extended five year warranty on May 18th 2012 from Marlo in [redacted] MD. The furniture ( [redacted] and [redacted]) is defective and needs to be replaced. We purchased an extended five year warranty at that time. First, the armrests on both the loveseat and the couch are caving in. Secondly, there are nails penetrating through to the surface of the couch, where we have repeatedly hurt ourselves on and lastly, there is a hard bulge that sticks out on both couches under the cushions that is very uncomfortable to sit on. We contacted Marlo on the 14th of May 2013 and were told to take pictures and send it to [redacted]. When we did not get a response to our email my husband went to the marlo store in [redacted] and spoke with [redacted] the manager. It was determined at that point that a third party service agent would need to take a look at the defect.
On May 30th 2013 [redacted] from [redacted] (based out in TX) showed up and took apart the couch. My husband asked him what the issue was and if it could be fixed. [redacted] told my husband that the armrest for both the loveseat and couch was made out of cardboard and it could not be fixed because the cardboard support would continue to collapse as it was used. He also indicated that he was unsure why the nails were sticking out through the leather and that that could not be fixed unless he took apart the couch. Lastly, he had no explanation as to why there were two large unknown masses sticking out from the base of the couches penetrating through the cushions. My husband asked what the next step would be and [redacted] told him to contact Marlo, but that he would recommend in his report to replace the couches.
It has been over a month now and we have called everyday for an update and we have had no response. We are repeatedly placed on hold and are told that there is no manager available. After many failed attempts we finally received a call on June 6th from [redacted], a representative with the service department who informed us that the manager named [redacted] had not put our claim in their computer system which would initiate any further action. When we asked why, she simply said "I dont know".
Today June 10th my husband called to speak with the service manager ( [redacted]) and was told he would only speak with the person on the invoice which is me. Which I would like to point out that since the very first claim, my husband has been the sole person in contact with Marlo and this was the first time this was brought to our attention. My husband quickly hung up and called back with me on the line and was told by [redacted] ( receptionist) that he was not available. We continued to ask what was going with our warranty and the replacement or refund of our money. We were told that they were going to have to send out another third party representative to look at our defective furniture with no explanation of why and refused to give us a copy of the initial report. My husband called [redacted] (based out in TX) again to ask for the report and they said they could not provide us with one but did indicate that the report said the furniture needs to be replaced.
At this point both my husband and I believe that Marlo is not holding up to their end of the warranty and would like a full refund of our money. We believe that their actions are unethical, and they are refusing to comply with the recommendations of the third party representative that they in fact sent out. They are wasting our time by claiming they need to have another company inspect our furniture when it was clearly determined that the couches can not be fixed. They are also refusing to give us a copy of the report submitted by [redacted]. At this point we feel that further action needs to be taken in order for this matter to be resolved.Desired Settlement: Full refund of money.
Review: Prior to claiming the "No Use, No Lose Rebate Certificate", I verified to ensure I would be eligible to use credit. After verification, I visited Marlo Furniture in [redacted], VA only to be told by Edwin Tan that the store is under "new" management and that they did not incur any debt for warranties. So [redacted] referred me to the warranty company for resolution. I called only to be told that Marlo should be honoring the store credit. When I phoned Marlo again, I was put on hold for over 20 minutes then finally hung up. When I phoned again, I had the sense that the manager would not take my call and hung up after 10 minutes. If I would have known that so many people have filed complaints, I would have not purchased with Marlo. Extremely displeased with this company.Desired Settlement: I would like the amount that I am entitled to on my certificate which is for $399.99.
Review: We are experiencing a frame issue with our queen bed from Marlo Furniture that we purchased on 2/2/2013. With our queen bed purchase, we also bought the 5 year warranty plan that we understood would cover all wood defects. I called Marlo Customer Care on 2/3/2015 to request that warranty repair work be scheduled. They referred me to the warranty company [redacted], who claims that the wood frame issue is not covered. The retailer sold my wife and me on the policy, claiming if there were any wood issues, such as cracking, defects, etc., we were covered. The frame support is peeling / cracking from the bed itself and presenting a safety issue. I believe any reasonable consumer that purchases the 5 year warranty would anticipate coverage under the terms of the warranty.Desired Settlement: I am seeking full repair of the bed under the 5 year warranty ASAP.
Business
Response:
The five-year warranty only covers accidental damages reported within 5 days of the accident. Though it's a separete company, and we cannot speak for them, I'm assuming they declined to repair the furniture because the warranty company has concluded that it is not accidental damage (such as a cut or a stain). We would repair the merchandise but only do so if the furniture is no less than one year old. In this case, the furniture was purchased in 2013.
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
I have received an authorization letter for Full Replacement of the damaged side rails from [redacted] Warranty. [redacted] Warranty refers to [redacted]-Marlos in its letter dated February 10, 2015 as the party responsible for providing the replacement rails via the issued Full Replacement credit. Marlos Customer Care seems unable to understand the nature of my request and respond appropriately despite a claim # from [redacted] Warranty and references to the Warranty #, Original Invoice #, and additional references. When I called, I talked to a [redacted]-Marlos representative who does not seem equipped to find the claim # and provide resolution. Upon requesting a manager, they communicated that none was available to deal with my issue.
Review: We purchased furniture from Marlo in November 2008 and paid $699.99 for a warranty that would allow you to receive a credit for the amount of the warranty if you did not use the warranty within 5 years of the delivery date of the furniture. The warranty certificate says that you have 6 months after the expiration of the warranty to use the credit. The furniture was delivered some time in January 2009, which meant the expiration of the time to use the credit would be some time in July 2014. The invoice we received in 2008 had a bogus delivery date, so I called the Marlo store in Forestville numerous times to get an answer about when the actual date was that I was supposed to use to determine the warranty period and was told that I needed to call back to speak to a manager. On June 27, 2014, I finally called the customer service number on the Marlo website and spoke to someone there who told me that Marlo was no longer Marlo, it was Marlo Home & Furnishings, that they were under new management and that they would not honor my warranty credit.Desired Settlement: I would like for Marlo to either refund the $699.99 that I paid for the warranty or issue a store credit in this amount. I think the "new management" story is just to get out of honoring warranties that they have issued and without any notification to the customers that they planned not to honor these warranties, new company or old company, they should be on the hook for honoring the terms and conditions of their warranty protection periods.
Business
Response:
July 21, 2014Dear [redacted],This is yet another complaint that weve responded to — but you claim we havent. Alas, I will repeat the message I stated in our initial response to this complaint.The customer purchased this merchandise under the previous ownership which has since changed in 2012. As such, the new ownership will not be servicing previous customers in any way. This is not just a "story” told because we don't want to honor previous customers – rather, this was a measure undertaken as part of a contractual agreement with — due, in part, to systematic changes that were made from the old company to the new one during the acquisition.Kindly note this complaint as having been answered.Best Regards,
Review: On December 13, 2014 I went to Marlo in [redacted], MD to purchase a sofa that an employee told me (a few days prior) was available in the "warehouse". However, once getting to Marlo I find out that the sofa was indeed not available at the warehouse. So I looked for another sofa and planned to purchase it so I put down a partial payment to hold the sofa and give myself about 3-5 days to decide if I wanted to follow through with the order or get a refund. I was told delivery would take 6-8 weeks. I went home that night and decided that I was not going to follow through with the order and I filled out paper work for a refund. I received a receipt and was told the refund would take up to 21 business days. I was not happy ,but I waited. about 18 days later, I called to check on the status of the refund. I was told by a male employee that the check was not there at the store but would arrive the following week. The following week I called back. This time a female sales manager answered the phone and told me that the check was not there and that I should call back tomorrow. She was very impatient and rude.
I go into the store the following day to check on the status. This time a female front desk employee tells me that when checking the computer it shows that the refund is in the form of a store credit and that's why it hasn't even been processed. At this point I feel like I'm being played because the initial refund prompted them to tell me that the refund "check" would take up to 21 days... Why would I be told that if it showed as a store refund??? So I patiently ask for another receipt this time of the switch from store credit to cash/personal refund. No one has apologized for this. I have not received a phone call from anyone to follow up on anything. The partial payment I put down is above $200, but regardless of the amount the principle is more important than anything.
I really appreciate this situation being rectified and getting my money that is owed to me.
Thank you sincerely...Desired Settlement: Refund of the money I paid to this company.
Consumer
Response:
See AttachmentResolved complaint #[redacted]Inboxx Revdex.com of Metro Washington DCJan 13 (7 days ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Jan 13, 2015 at 1:22 PMSubject: Resolved complaint #[redacted]To: [email protected] whom this may concern:Hello and thank you for your help.This is to inform you that the Saturday prior to receiving your automatic email complaint #, the company Marlo Furniture called me to notify me that my refund check had arrived. I picked up my refund immediately! Thanks for your attention to this matter. Not sure if their prompt action was in response to this complaint or not, but I'm grateful for the Revdex.com and hope that companies like Marlo improve their practices and customer service.With sincere thanks,[redacted]
Review: In Februrary 2013 I had visited Marlo Furniture store in [redacted] MD to shop for bedroom pieces. I was told that the store was currently having a "President Sale" and would benefit from receiving a great price on my purchases. During this visit I did not purchase any furniture but the sales representative took my cell phone number, name & put a note on the particular furniture I was interested in purchasing. We had agreed that she may call me (1) week from that date; which I believe would have been on a sunday to follow up with me if I wanted to purchase this furniture. I never received a follow up call but had made a decision that I would visit the Marlo near my home in [redacted] MD. I went to this location on March 1, 2013 and was assisted by [redacted] (Marlo's salesman). As I was walking with [redacted] I had explained that I had recently purchased a home and this furniture would be used in my home. I also explained to [redacted] that I had surgery within a few weeks and as long as the furniture was not going to be delivered in the month of March 2013 then I would definitely be good in making a transaction. He explained that even if the furniture was to arrive within March/April timeframe then the store could hold it until I was ready for it to be delivered. After carefully looking at some pieces in Marlo's, I had decided to purchase (1) Queen bed, (1) King size bed, (1) Night Stand, (1) Dresser & Mirror. The paperwork had written 2 to 6 weeks for delivery of products unless special order. The 2 to 6 weeks was the only portion of the receipt highlighted. The sales rep neither the cashier advice me that the "Home Elegance" furnitures were special orders and can take somewhere between 12 to 16 weeks for delivery. (If this was the case then I would not have purchase these items but may have decided on other items that are readily available within 2 to 6 weeks.) I eventually went ahead and made the purchase that day by using my credit card to pay the entire balance in full. After six (6) weeks of purchasing my furniture; I realized that I didn't receive a call from Marlo on setting up an appointment for delivery; so I decided to contact the store to find out the delivery date. The customer service representative indicated that the (1) queen bed was in the warehouse but they were still waiting on the delivery of the other items. She informed me that the store would contact me when the furniture arrived. I asked her if she could provide some details as when I could expect to receive the other items and she was not able to provide that information. Either during this phone conversation or the next week when I called I was told that the other furniture were still pending delivery to Marlo's warehouse and that's when I believe I was told that this was "Home Elegance" furniture and it would take at least 12 weeks from the date of purchase. So I believe I had 5 to 6 more weeks to wait. I was very upset because it wasn't what I was expecting to hear. I didn't know if I had any other options and just furious that a well known company in the [redacted] DC area could not present this information to their customer in the beginning of transaction. After believing that my only option is to wait; I waited based on the customer service rep explaining that it should arrive by June 1, 2013 which is the 12 week deadline. On June 1st, I contacted Marlo's customer rep and was told that the only thing that had arrived since my long waiting period was a mirror. I had requested that I speak with a manager but was informed that the manger wasn't available on the weekend. She ([redacted]) explained that the dresser and night stand had an ETA of June 5 and 6th but did not have an ETA on the king bed. [redacted] explained that she would send an email to the manager but didn't expect to receive a response from them until Monday, June 3, 2013. She advise me that she would call me back monday. On Monday, June 3, 2013 around 12:30pm I decided to contact Marlo to follow up. (I haven't had much success with Marlo so I couldn't wait for a return call) but spoke with some other young lady who explained that the ETA on the bed was June 17th. I asked if I could speak to [redacted] and she immediately responded that [redacted] would tell me the same thing. I told her that was okay but I had wanted to speak with her since she had spoken with me on Saturday. I was unable to speak with [redacted] and then I asked to speak with a manager but was told that a manager was on the phone so they would have them call me back. I'm writing this later on Monday, June 3rd at 3:30pm because I haven't received a call back from Marlo and don't trust that I will receive a resolution from them. It's a disgrace to know that a furniture company could practice business procedures in this manner. Now, I'm still waiting on a unresolved call back and without furniture for another 2 weeks if there's no delay. Also note: [redacted] explained that it takes atleast 12 to 16 weeks for the delivery of "Home Elegance" furniture because it is coming from overseas.Desired Settlement: My immediately desire is that I receive a store refund in full eventhough I will still be out of furniture. I wish never to do business with Marlo unless they change operation and procedures when it comes to them advising all customers on the real date to expect furniture prior to purchase. This is something that they should evaluate immediately. I have been without a bed that I purchased for 3 months and still to this day I haven't received any feedback or remorse for there slackness in business.
Review: we purchased a sofa set from Marlo in [redacted], Maryland that was delivered in early March. After receiving the sofa, we noticed that after a few days that the sofa was changing color and so we contacted Marlo furniture customer service. They took a long time to have service finally call us back. We had to contact them numerous times and then we also contacted the manager who was at the store at the time of our purchase. The service department basically told us that they do not cover fading under the warranty but, again, we had contacted them within 9 days of the purchase of the delivery. We had visited the manager at the store location where we purchased the furniture as he was not returning any of our phone calls. We expressed to him what the service department told us and he told us that he would contact them and that he would get back to us in regards to what else he could do if Service wasn't able to assist us. After the service department again contacted us saying that they do not cover fading, I contacted the Marlow store again to ask to speak to the manager and he refused to come to the phone he then had a person at the store contact me back to tell me what I had told him already about Service not covering fading. This sofa set was inside a dimmer show room when we initially there for the porches. After several complaints to service when we went to the store to see **, the store manager, they had moved out to a very well-lit show room where you could note see the discoloration and we were told that this is "normal" and that there was absolutely nothing they could do for us.Desired Settlement: We paid $3600 for a set of furniture that started changing color in less than 10 days. To be told it's normal and to be told that there's nothing that can be done...is absurd. We are very upset and disappointed in the quality of this sofa set and the service we received from this store manager whose father sold us this set. We asked for an exchange...but they refused to do ANYTHING to ensure we were satisfied with our purchase. This company only cares when they are making the sale. .but don't care after.
Review: My wife ordered living room furniture from Marlo Furniture. She spoke with [redacted] on the telephone to confirm a delivery date and time of Thursday, 20 Nov 14, between 9:00 am and 1:00 pm EST. On Wednesday, 19 Nov 14, [redacted] from Marlo Furniture called our house and left a message to confirm a delivery date and time of Thursday, 20 Nov 14, between 3:00 pm and 7:00 pm EST. Because that delivery information did not match what my wife previously confirmed, she called Marlo Furniture to confirm the correct delivery date and time (after receiving the message from [redacted]). My wife again spoke with [redacted], and explained that we received a message that our furniture would be delivered between 3:00 pm and 7:00 pm EST, instead of between 9:00 am and 1:00 pm, which is what [redacted] confirmed with her earlier. [redacted] checked the delivery timeframe, and confirmed with my wife that the furniture would be delivered between 9:00 am and 1:00 pm EST.
At approximately 12:30 pm on Thursday, 20 Nov 14, I contacted Marlo Furniture to learn the status of our delivery. I spoke with [redacted], and she explained to me that the delivery timeframe was from 3:00 pm to 7:00 pm EST. I told [redacted] that my wife received confirmation yesterday that the furniture would be delivered between 9:00 am and 1:00 pm EST. [redacted] reviewed the notes on our account and admitted that an error had been made. [redacted] explained that the delivery was originally scheduled between 9:00 am and 1:00 pm EST, but was changed to 3:00 pm to 7:00 pm EST. She further explained that when my wife spoke with her after [redacted] left a message on our answering machine, she was not aware that the delivery timeframe had changed, which is why she told my wife our furniture would be delivered between 9:00 am and 1:00 pm.
I explained to [redacted] that I had plans between 3:00 pm and 7:00 pm EST, so would not be home for the entire period. I asked if the delivery schedule could be rearranged to allow delivery of my furniture first (close to 3:00 pm) or last (close to 7:00 pm) so I could attend an event I had committed to that began at 4:00 pm EST. [redacted] explained that there was nothing she could do. I pressed her for a better response, and she eventually told me that because my name was not on the invoice, she could not speak with me about the order. I asked her to provide me with a reference for that policy, and she told me the call would be disconnected because I was not the person on the invoice.
I contacted the corporate customer service office for Marlo Furniture and spoke with a representative who also said there was nothing she could do because we received a message from [redacted] that included the correct delivery time. I explained to her that my wife called after we received that message and received conflicting information that relied on to plan our day, and asked if there was anything she could do since this was clearly an error made by a Marlo Furniture employee, and her response was that her manager would have to contact my wife. Meanwhile, I took the day off from work, missed my daughter's doctor appointment, her Thanksgiving lunch with her class, and my son's Thanksgiving dinner with his class all because one employee made a mistake and told my wife the wrong time. I understand that human error is a factor in any customer service environment, but the lack of action once the mistake was realized is what bothers me. Not only was Marlo Furniture not willing to make any sort of special accommodations because of a mistake made by one of its employees, I was informed that if I was not at home to accept the delivery, we would be charged a $139 re-delivery fee. As if I was not already displeased with the lack of customer service, I had to be told that I would have to spend even more money to receive my furniture if I was not available when the furniture was delivered.
I wanted to cancel my order, but the contract stated that canceling an order after it has been scheduled for delivery would result in a 30% restocking fee, and I would receive the difference in store credit. I do not want store credit at an establishment that provides substandard customer service, even after making a mistake.Desired Settlement: I still have not received my furniture, but according to Marlo Furniture's customer service team, I should receive it between 3:00 and 7:00 pm EST. By the time this complaint is reviewed, it will likely be too late for a full return and refund. However, I would like a refund of the delivery fee I paid for delivery of an item that I ordered, but was not in stock so it could not be delivered free with the rest of my furniture.
I hope this complaint is reviewed by someone who has the power and influence to prevent such poor customer service in the future. At this point, I cannot imagine spending any more of my money at Marlo Furniture or any of its affiliates. I would appreciate a phone call or letter apologizing for the mistake and the lack of customer service. Additionally, if there truly is a policy that prevents customer service representatives from communicating with someone other than the person on the invoice, it would be nice for that information to appear on the invoice with all of the other terms and conditions. To me, this was a rather simple mistake that could have been corrected by a customer service representative who was willing to accommodate a customer's request. It really is a shame that I could not resolve this issue without my wife. It is clear that Marlo Furniture does not value it's customers and their time.
Review: I purchased furniture from Marlo in March 2013 and the purchase came with a 1 yr manufacturer warranty that covers defects and damage. I contacted Marlo Customer Service on September 9, 2013 to report a defect and provided pictures of the problem. No one followed up and 3 weeks later I had to call again and they told me there is nothing they can do.Desired Settlement: I am requesting that Marlo honor the warranty and repair my furniture
Review: I purchased a sofa from Marlo Furniture in September and scheduled delivery. When the delivery guys showed up, I told them that it was ok if they happened to sratch the wall a little bit as I had a painter coming in the next day to do touch up painting. The driver said you will need to sign a waiver for the walls and I did. The drivers brought the sofa in without sractching the walls, however when they put the sofa down after installing the legs, the sofa bed came sliding out and the metal sratched my hardwood floors (8-9 boards). As I was coming from the kitchen to assess the damage, the delivery guys took out a black permanenat marker and started drawing the sratch to try and cover it up before I came over. Once I saw the damage, I took pictures and had the driver call customer care.
I was told by [redacted] that the waiver was for the walls as the driver had told her on the phone and that Marlo would take care of the damage to the floors as long as I emailed her the picture. She said that they would either send someone out to fix it or allow me to use my exisiting contractor who laid the floors. I immediately sent her the pictures and heard nothing back for two days. I called customer service and was told to call back the next day to speak with the manager. When I called the next day, the lady on the phone was rude and would not hear my complaint. She said I signed a waiver for any damage caused and that there was nothing they could do about it. I informed her that this waiver was for the walls and that the driver and I had explained that to [redacted]. Furthermore, I told her that the further damage they caused by using permanent marker on my floors was negligent and she still wouldn't address my concern. She keeps saying that I am responsible to pay for the damage to the floors and the permanent marker that they used which is criminal to say the least.Desired Settlement: I want marlo to pay the $450 that it will cost to repair the floors, as I have received the invoice from my contractor who laid the floors. Additionally I want them to replace the sofa cushion that they ruined with permanent marker stains.
Review: On May 27th ,2013 We bought furniture about $3814.94 and it was delivery on June 8th 2013. I sign paper and than talk to the customer service, she told me that I have 72 hours to let her know if any damage on the furniture delivery and told her that right now I don't have time I have to go to work, I'm already late ,just say thank you to her and that. Later that night when I come home I lift up the mattress and took out the plastic wrap and found the water mark across the mattress and the spring box was dirty . We start look around the bed ,come to fine out that the driver DID NOT screw in the wood that cross from one side of the bed rail to the other side of the bed rail and I start to check out all furniture ,come to fine out that one of the chair is damaged Next day I call customer service to let them know what wrong with the mattress,the rail that not screw in and the chair.She ask me why ? it should happen, because they don't keep any mattress in the warehouse only made to order that the same sale person told me and I ask her back if you don't keep in stock in the warehouse Why the tag on mattress said May 24th 2013 and she said to me I have no answer and I couldn't tell you .She told me that it will take two week for replacement and the delivery people will call to set up the day for delivery ,I said OK thank you.Long story short until now I still have damaged chair and the bed rail not fix yet.I call to marlo where I bought the furniture and ask to talk to the person in charge, she told me that he out for lunch. She told me to call customer service and I did and the customer service said to me the person in charge the case name [redacted] and I ask her please ask Ms [redacted] to call me back when she is not busy,the customer said to me that she know what the problem. [redacted] Never return my phone call until now and still have damaged chair and the bed rail still not fix.I call so many time and they still don't correct the problem. I will never go back to buy the furniture from Malo again.Desired Settlement: I would like them to fix the problem as soon as possible within the next two week if they can't fix it I would like all the refund without the penalty or any charge after all they are LIAR to me from sale person to customer service to management and very very very BAD service. I work hard for my money I worked two job to save money to buy this furniture .All the bill was paid in full.I would never go back to buy the anything from them again . Thank you[redacted]
Review: I purchased a headboard from Marlo @ [redacted] on May 25, 2013 for pick up. I think that we picked up the furniture on May 30, 2013. When we got home we opened the package and noticed that the headboard was damaged. We called the store and the salesperson many times and even texted the salesperson. No one responded. We wanted an exchange but could not get anyone on the phone to talk to. By the way, we live an hour away from the store. We took the headboard back to the store on June 2, 2013, and no one including the store manager nor the salesperson would assist us. The salesperson told us that if we had purchased $18,000 worth of furniture, we would have the same problem. The store manager then gave us a phone number to call another store in [redacted]. We did. The computer system asked us to leave the invoice number and the amount of the receipt, name and phone number. We did. No return calls to date.Desired Settlement: We will like the headboard exchanged and delivered to our home with no additional charges. The delivery truck will take the damaged headboard upon delivery of the replacement headboard.
Review: I bought a [redacted] mattress four year before from this store. This Mattress has 10 years warranty as it written on the mattress label. Problem with this mattress is it started sagging from middle. When you press on the middle of the mattress it goes down more than 1.50 inches from the head and foot of the bed. When we called Marlo store they just put you on hold and was transfer to customer care. I at least called them 15 times in last 6 months and they always say someone will call you tomorrow to schedule visit, but no one call since today.Then I visited the store but they said we can't do anything because management was different when you purchase the product so they just call 1-800 number and give it to me. I even called [redacted] the manufacture of this mattress and they said they can not help me because store is there and I need to go through store only. If store is closed or go out of business then and then they will replace it.Desired Settlement: I want this mattress replaced as soon as possible because my husband having back issue due to this uneven level of mattress since last 5 months and now I am feeling same symptoms. I am even tell them if they want me to pay few more bucks to replace this mattress than I am also ready.
Business
Response:
: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].
Review: IN August 2013 I order furniture for my new home and didnot receive all the accessories with the furniture. I have called many times and waited patiently for the delivery. It is now a new year and I am still waiting for my pillows to a chaise lounge. It has been 5 months and the customer service department is not forthcoming with completing my order. Supposedly the supervisor called but no followup was done. I am at my wits end waiting for my product. I have paid for it but I can't seem to get anyone and I mean anyone to assist me with this ongoing issue. I've talked to the salesman who p[assed the buck and even to a manager who also passed the buck. So now I am at this junction; which is a last resort. Please help me to close this loop. Frustrated and hard to get along with
Review: On Sunday, March 24, I went with a family friend to the Marlo Furniture store (in [redacted]) looking for a bedroom set. He and and I and, my daughter [redacted] looked at some within my price range and I finally decided on the "Dyrham Set" (which was on sale for $599. I paid a deposit of $200.00 (cash) and my friend, [redacted] paid the balance with his credit card. I was told by the sales consultant, [redacted] that my furniture would be delivered on Tuesday, March 26, 2013. after paperwork was done, she handed me her business card and a business card for "[redacted]" (their contractor for delivering furniture). So, [redacted] and I left the store and he brought me home and he stayed to help me determine where to place the furniture in my bedroom. So, on Tuesday morning, I called [redacted] (of [redacted]), at [redacted], to ask when I may expect delivery. I was told by him that I should have called and made the arrangement for the delivery. ([redacted] never told me that I was suppose to call and make the arrangement for the delivery. All she kept saying (in the store) was that my furniture would be delivered on Tuesday. But, anyway, [redacted] told me that he would check and get back to me. I texted him the invoice number( #[redacted]). And,later received a call from his associate [redacted]), telling me that I could expect delivery of my furniture within 30 minutes. He did deliver my furniture within the hour. He and another male knocked on my door and placed furniture in bedroom. The nightstand, dresser, mirror and bed (consisting of headboard/footboard, rails). After a few minutes of being in bedroom and after removing the furniture from boxes, [redacted] stated that the "hardware" was missing and the bed could not be put together, he would go back to the store and be back later that day or early Wednesday morning. I have not seen [redacted] since then. I have texted him and received a text stating "he had not forgotten me". But in the meantime, I have called Marlo's Customer Service and been told that the "hardware" had been placed on order on March 27th. called again and was told that the person that picked up the furniture would be called when said hardware comes in. I called yet again on yesterday (Friday, April 5th),was told by a female customer service rep that the hardware would be shipped to my home and that Marlo was no longer responsible, that the contractor should have inspected the boxes of furniture at the store before delivering them to me. When I received the furniture on March 26, by [redacted], I did pay him the fee of $100.00 (cash) and did not receive a receipt. All I want is for someone to come out and put my bed together. In fact, the mirror was not even attached to the dresser. (I am a 71 year old senior citizen and I have never been treated in such a shoddy manner.) on yesterday, I even asked the customer service rep why couldn't a replacement bed (in box) been substituted . "Marlo is no longer responsible" is what I was told. Well, someone is responsible. I paid for a bed, it is leaning against my bedroom wall and I am still sleeping in my living room. Please help resolve this, all I want is to be able to sleep in my bed (bought and paid for. [redacted]Desired Settlement: I am owed an apology from [redacted] and Marlo. Most of all a replacement bed with/headboard,etc. complete with hardware that will be assembled as promised, and, also, the mirror attached to the dresser as it should have been done on the day of delivery. I may be a senior citizen but that doesn' mean I don't know right from wrong. thank you, [redacted]
Consumer
Response:
Revdex.com of Metro DC and Eastern PA
Review: I order a sectional couch from marlo furniture store in [redacted] Maryland on February 25,2014. I was told that I would received my couch between 6-8 weeks. However at the time of my delivery, march 18,2014 my appointment was scheduled between 11:00am and 3:00pm. I was not aware that marlo uses a third party for their delivery company which was regency furniture company. after 3:00 pm I called to check on the delivery, I was told that the truck was 10 minutes away from my home, said manager [redacted]. I then told [redacted] that I had to go to work that day knowing that I had to be at work at 3:30 pm that day. I then waited until 4:00 pm,called back and was told that the truck is 40 minutes away from my house. its wasn't long after around 5:00pm the truck than showed up. I then stated to the driver that they were late. after that they than started assembling the sectional couch in my home, I looked over the sectional and that's when I saw on the bottom of the couch was ripe opened, called marlo and notify them of the situation. I was told someone will come out and fix the couch. I said to the customer representative that I need marlo to come back out and pick up defective couch. I was told NO because I've already accepted the delivery. while arranging the cushion on the sectional I notice a hole in one of the couch cushion, I than called back marlo, and stated that the is defective coach damaged. I was told that they will send someone out in a couple of week to get it fix. I requested a managers call back, received a call from marlo customer service manager however she spoke rudely and refuse to help. I called [redacted] at regency furniture for help still no call back, still their not able to figure out how long it will take for this issue to be resolved. The service I received from marlo and regency furniture was beyond poor.Desired Settlement: I Would like the loveseat portion of 676.73 refunded back to my credit card and couch remains in my home.
Business
Response:
June 3, 2014Dear [redacted],Complaint has been noted. Customer has been ordered piece for her damaged loveseat. Once the piece comes in from the Imanufacturer, we will call the customer and send out a certified technician to install the piece and repair it back to manufacturer specifications.Best Regards,
Consumer
Response:
The issue had not been resolved. I am still waiting be reimbursement for the detective couch. Which I have being trying to contact marlo furniture customer service department for the amount of 697.00 be be refunded back to my Crédit card.. I can be reach [redacted] or by email [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution not satisfactory to me.
Regards,
Review: On April 16, 2013, I purchased a black leather power recliner and a brown leather sofa from Marlo Furniture in [redacted], Md. Both pieces were delivered on May 07, 2013, however the power recliner was not working/no indicator light came on and the chair will not move or recline making it useless. They referred me to the Costumer Service depart. which referred me to the Service depart., which is some outside contractor it seems. They gave my case to only one person named, [redacted] who would not return my phone calls until after 5-7 business days. After multiple attempts, I finally reached [redacted] on May 22, 2013 who said a tech. will come to my home and attempt to fix the recliner. The Tech.(US Quality Furniture contractor) responded on May 29, 2013 took pictures but was unable to fix the chair. He advised he would send a request to Marlo for two parts which take about a week to deliver, then for me to reschedule him to do the repairs. After waiting two weeks for the parts to be delivered, I decided to call [redacted] on June 10, 2013, to check the status of the parts, to find that nothing had been done. [redacted] was still unsure which parts to order and checking with her manager to see what to do with my case after the tech. report advised her which parts to order. At present, she refuses to exchange the recliner and advises it needs to be repaired. Also at present, instead of just ordering the two parts as the tech. had advised, she is now saying the recliner has a special key/pin that needs to be inserted to make it work and that is most likely the problem of no power going to the chair. So now instead of the parts she is now trying to send me a special key/pin to fix the problem. After close examination of the recliner no key slot was found! How long do I have to endure this horrible costumer service and lack of use of my new recliner!?Desired Settlement: I would like to have the recliner replaced with a working recliner of the same model and color as soon as possible. Not to be repaired, the process has already taken too much of my time and patience. I also want Marlo to credit my [redacted] account/Marlo furniture account for $509.80 which is the cost of the recliner for pain and suffering and horrible costumer service. Because I was a long time Marlo purchaser and have purchased many items through the years and at present have an account.
Review: [redacted] sent a person to clean the pen marks on my sofa. A day after, cracks appeared all over the sofa where he applied his chemicals.
I purchased two Sofas from MARLO and bought the warranty with it. I contacted [redacted] to schedule cleaning the pen marks off from both sofas. On Saturday 9th Feb 2014, the individual came and applied chemicals to clean the marks. He left by saying that it will take a while for this to dry up. After a day, cracks appeared all over the Sofas wherever he marks were before. At few spots the marks even reappeared. I contacted [redacted] regarding this and spoke to several individuals including a Supervisor names [redacted]. Everyone made only one statement that cracks are not covered under the warranty. I tried explaining that I am not the cause of these cracks and that they are a result of the individual that they sent. I called multiple times but the company ignored my concerns. I also contacted Marlo and they state that I have to contact [redacted].
MARLO sold me the product and warranty. They should assist in getting this resolved since the insurance company refuse to do anything.Desired Settlement: I would like MARLO to either fix the cracks that their insurance person caused or replace my Sofas. I just want to be clear that I am not the one who caused the cracks. Cracks are a result of the chemicals that their individual applied to clean the pen marks.
Review: Made purchase of bedroom set and bar chairs and tablet set. Was told product is discontinued. and would be receiving floor display. I did not pay for floor display and want to change set. Told not floor display, I asked what do you call furniture that has been on display for months touched and seated on by others. I paid for new furniture and I am looking for just that. They will try to deliver to me in next few days by right I do not want this delivery for it is not what I purchased.Desired Settlement: Return money or exchange.
Review: My wife and I recently (Apr 20), purchased around $3700 worth of furniture. When we got home and reviewed the bill we saw a $419 warranty fee that was included in the price. We decided to delete some items and returned to the store. While we were there finalizing the transaction, we inquired about the warranty fee and told the billing person that we didn't want it and never agreed to get one. She took it off the bill. Everything was paid for, we had a 0 balance, and a delivery date was given to us at that time.
After the expected delivery date past, we called to inquire about the status. We were told that we had an unpaid balance of $580 so we returned to the store June 20 to resolve the matter.
The Mgr. reviewed our account and was surprised that we dropped the warranty. We told him that we were never told about a warranty and never asked for one but we noticed it on our initial invoice and dropped it when we deleted some items on our 2nd visit. He explained that he hid the discounts we got in the warranty fee. We were livid to learn that we are being asked to pay additionally when we have a 0 balance on our receipt. We also paid full price for the furniture, they were never discounted at all. Marlo Furniture refused to give us the furniture we paid for, demanding more money from us. We do not owe them anything. We have a receipt that shows a 0 balance and we are not paying them anything. This company is operating in an unscrupulous manner and in our case stating that the warranty charge is discount charges. If this is a discount then why are we asked to pay. The manager is angry because we noticed the warranty charge he slipped in the bill and he still wants us to pay after we deleted it and the deal is completed.
We have tried to reach the corporate HQ but with no success.Desired Settlement: We do not desire to do any business with this company AT ALL!!! We charged $262.43 on a MC. and the rest was financed. We want our money returned and the order CANCELLED!
Review: INVOCE number:[redacted], Sales associate [redacted]
My husband and I bought furniture as well as an extended five year warranty on May 18th 2012 from Marlo in [redacted] MD. The furniture ( [redacted] and [redacted]) is defective and needs to be replaced. We purchased an extended five year warranty at that time. First, the armrests on both the loveseat and the couch are caving in. Secondly, there are nails penetrating through to the surface of the couch, where we have repeatedly hurt ourselves on and lastly, there is a hard bulge that sticks out on both couches under the cushions that is very uncomfortable to sit on. We contacted Marlo on the 14th of May 2013 and were told to take pictures and send it to [redacted]. When we did not get a response to our email my husband went to the marlo store in [redacted] and spoke with [redacted] the manager. It was determined at that point that a third party service agent would need to take a look at the defect.
On May 30th 2013 [redacted] from [redacted] (based out in TX) showed up and took apart the couch. My husband asked him what the issue was and if it could be fixed. [redacted] told my husband that the armrest for both the loveseat and couch was made out of cardboard and it could not be fixed because the cardboard support would continue to collapse as it was used. He also indicated that he was unsure why the nails were sticking out through the leather and that that could not be fixed unless he took apart the couch. Lastly, he had no explanation as to why there were two large unknown masses sticking out from the base of the couches penetrating through the cushions. My husband asked what the next step would be and [redacted] told him to contact Marlo, but that he would recommend in his report to replace the couches.
It has been over a month now and we have called everyday for an update and we have had no response. We are repeatedly placed on hold and are told that there is no manager available. After many failed attempts we finally received a call on June 6th from [redacted], a representative with the service department who informed us that the manager named [redacted] had not put our claim in their computer system which would initiate any further action. When we asked why, she simply said "I dont know".
Today June 10th my husband called to speak with the service manager ( [redacted]) and was told he would only speak with the person on the invoice which is me. Which I would like to point out that since the very first claim, my husband has been the sole person in contact with Marlo and this was the first time this was brought to our attention. My husband quickly hung up and called back with me on the line and was told by [redacted] ( receptionist) that he was not available. We continued to ask what was going with our warranty and the replacement or refund of our money. We were told that they were going to have to send out another third party representative to look at our defective furniture with no explanation of why and refused to give us a copy of the initial report. My husband called [redacted] (based out in TX) again to ask for the report and they said they could not provide us with one but did indicate that the report said the furniture needs to be replaced.
At this point both my husband and I believe that Marlo is not holding up to their end of the warranty and would like a full refund of our money. We believe that their actions are unethical, and they are refusing to comply with the recommendations of the third party representative that they in fact sent out. They are wasting our time by claiming they need to have another company inspect our furniture when it was clearly determined that the couches can not be fixed. They are also refusing to give us a copy of the report submitted by [redacted]. At this point we feel that further action needs to be taken in order for this matter to be resolved.Desired Settlement: Full refund of money.
Review: Prior to claiming the "No Use, No Lose Rebate Certificate", I verified to ensure I would be eligible to use credit. After verification, I visited Marlo Furniture in [redacted], VA only to be told by Edwin Tan that the store is under "new" management and that they did not incur any debt for warranties. So [redacted] referred me to the warranty company for resolution. I called only to be told that Marlo should be honoring the store credit. When I phoned Marlo again, I was put on hold for over 20 minutes then finally hung up. When I phoned again, I had the sense that the manager would not take my call and hung up after 10 minutes. If I would have known that so many people have filed complaints, I would have not purchased with Marlo. Extremely displeased with this company.Desired Settlement: I would like the amount that I am entitled to on my certificate which is for $399.99.
Review: We are experiencing a frame issue with our queen bed from Marlo Furniture that we purchased on 2/2/2013. With our queen bed purchase, we also bought the 5 year warranty plan that we understood would cover all wood defects. I called Marlo Customer Care on 2/3/2015 to request that warranty repair work be scheduled. They referred me to the warranty company [redacted], who claims that the wood frame issue is not covered. The retailer sold my wife and me on the policy, claiming if there were any wood issues, such as cracking, defects, etc., we were covered. The frame support is peeling / cracking from the bed itself and presenting a safety issue. I believe any reasonable consumer that purchases the 5 year warranty would anticipate coverage under the terms of the warranty.Desired Settlement: I am seeking full repair of the bed under the 5 year warranty ASAP.
Business
Response:
The five-year warranty only covers accidental damages reported within 5 days of the accident. Though it's a separete company, and we cannot speak for them, I'm assuming they declined to repair the furniture because the warranty company has concluded that it is not accidental damage (such as a cut or a stain). We would repair the merchandise but only do so if the furniture is no less than one year old. In this case, the furniture was purchased in 2013.
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
I have received an authorization letter for Full Replacement of the damaged side rails from [redacted] Warranty. [redacted] Warranty refers to [redacted]-Marlos in its letter dated February 10, 2015 as the party responsible for providing the replacement rails via the issued Full Replacement credit. Marlos Customer Care seems unable to understand the nature of my request and respond appropriately despite a claim # from [redacted] Warranty and references to the Warranty #, Original Invoice #, and additional references. When I called, I talked to a [redacted]-Marlos representative who does not seem equipped to find the claim # and provide resolution. Upon requesting a manager, they communicated that none was available to deal with my issue.
Regards,
Review: We purchased furniture from Marlo in November 2008 and paid $699.99 for a warranty that would allow you to receive a credit for the amount of the warranty if you did not use the warranty within 5 years of the delivery date of the furniture. The warranty certificate says that you have 6 months after the expiration of the warranty to use the credit. The furniture was delivered some time in January 2009, which meant the expiration of the time to use the credit would be some time in July 2014. The invoice we received in 2008 had a bogus delivery date, so I called the Marlo store in Forestville numerous times to get an answer about when the actual date was that I was supposed to use to determine the warranty period and was told that I needed to call back to speak to a manager. On June 27, 2014, I finally called the customer service number on the Marlo website and spoke to someone there who told me that Marlo was no longer Marlo, it was Marlo Home & Furnishings, that they were under new management and that they would not honor my warranty credit.Desired Settlement: I would like for Marlo to either refund the $699.99 that I paid for the warranty or issue a store credit in this amount. I think the "new management" story is just to get out of honoring warranties that they have issued and without any notification to the customers that they planned not to honor these warranties, new company or old company, they should be on the hook for honoring the terms and conditions of their warranty protection periods.
Business
Response:
July 21, 2014Dear [redacted],This is yet another complaint that weve responded to — but you claim we havent. Alas, I will repeat the message I stated in our initial response to this complaint.The customer purchased this merchandise under the previous ownership which has since changed in 2012. As such, the new ownership will not be servicing previous customers in any way. This is not just a "story” told because we don't want to honor previous customers – rather, this was a measure undertaken as part of a contractual agreement with — due, in part, to systematic changes that were made from the old company to the new one during the acquisition.Kindly note this complaint as having been answered.Best Regards,
Review: On December 13, 2014 I went to Marlo in [redacted], MD to purchase a sofa that an employee told me (a few days prior) was available in the "warehouse". However, once getting to Marlo I find out that the sofa was indeed not available at the warehouse. So I looked for another sofa and planned to purchase it so I put down a partial payment to hold the sofa and give myself about 3-5 days to decide if I wanted to follow through with the order or get a refund. I was told delivery would take 6-8 weeks. I went home that night and decided that I was not going to follow through with the order and I filled out paper work for a refund. I received a receipt and was told the refund would take up to 21 business days. I was not happy ,but I waited. about 18 days later, I called to check on the status of the refund. I was told by a male employee that the check was not there at the store but would arrive the following week. The following week I called back. This time a female sales manager answered the phone and told me that the check was not there and that I should call back tomorrow. She was very impatient and rude.
I go into the store the following day to check on the status. This time a female front desk employee tells me that when checking the computer it shows that the refund is in the form of a store credit and that's why it hasn't even been processed. At this point I feel like I'm being played because the initial refund prompted them to tell me that the refund "check" would take up to 21 days... Why would I be told that if it showed as a store refund??? So I patiently ask for another receipt this time of the switch from store credit to cash/personal refund. No one has apologized for this. I have not received a phone call from anyone to follow up on anything. The partial payment I put down is above $200, but regardless of the amount the principle is more important than anything.
I really appreciate this situation being rectified and getting my money that is owed to me.
Thank you sincerely...Desired Settlement: Refund of the money I paid to this company.
Consumer
Response:
See AttachmentResolved complaint #[redacted]Inboxx Revdex.com of Metro Washington DCJan 13 (7 days ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Jan 13, 2015 at 1:22 PMSubject: Resolved complaint #[redacted]To: [email protected] whom this may concern:Hello and thank you for your help.This is to inform you that the Saturday prior to receiving your automatic email complaint #, the company Marlo Furniture called me to notify me that my refund check had arrived. I picked up my refund immediately! Thanks for your attention to this matter. Not sure if their prompt action was in response to this complaint or not, but I'm grateful for the Revdex.com and hope that companies like Marlo improve their practices and customer service.With sincere thanks,[redacted]
Review: In Februrary 2013 I had visited Marlo Furniture store in [redacted] MD to shop for bedroom pieces. I was told that the store was currently having a "President Sale" and would benefit from receiving a great price on my purchases. During this visit I did not purchase any furniture but the sales representative took my cell phone number, name & put a note on the particular furniture I was interested in purchasing. We had agreed that she may call me (1) week from that date; which I believe would have been on a sunday to follow up with me if I wanted to purchase this furniture. I never received a follow up call but had made a decision that I would visit the Marlo near my home in [redacted] MD. I went to this location on March 1, 2013 and was assisted by [redacted] (Marlo's salesman). As I was walking with [redacted] I had explained that I had recently purchased a home and this furniture would be used in my home. I also explained to [redacted] that I had surgery within a few weeks and as long as the furniture was not going to be delivered in the month of March 2013 then I would definitely be good in making a transaction. He explained that even if the furniture was to arrive within March/April timeframe then the store could hold it until I was ready for it to be delivered. After carefully looking at some pieces in Marlo's, I had decided to purchase (1) Queen bed, (1) King size bed, (1) Night Stand, (1) Dresser & Mirror. The paperwork had written 2 to 6 weeks for delivery of products unless special order. The 2 to 6 weeks was the only portion of the receipt highlighted. The sales rep neither the cashier advice me that the "Home Elegance" furnitures were special orders and can take somewhere between 12 to 16 weeks for delivery. (If this was the case then I would not have purchase these items but may have decided on other items that are readily available within 2 to 6 weeks.) I eventually went ahead and made the purchase that day by using my credit card to pay the entire balance in full. After six (6) weeks of purchasing my furniture; I realized that I didn't receive a call from Marlo on setting up an appointment for delivery; so I decided to contact the store to find out the delivery date. The customer service representative indicated that the (1) queen bed was in the warehouse but they were still waiting on the delivery of the other items. She informed me that the store would contact me when the furniture arrived. I asked her if she could provide some details as when I could expect to receive the other items and she was not able to provide that information. Either during this phone conversation or the next week when I called I was told that the other furniture were still pending delivery to Marlo's warehouse and that's when I believe I was told that this was "Home Elegance" furniture and it would take at least 12 weeks from the date of purchase. So I believe I had 5 to 6 more weeks to wait. I was very upset because it wasn't what I was expecting to hear. I didn't know if I had any other options and just furious that a well known company in the [redacted] DC area could not present this information to their customer in the beginning of transaction. After believing that my only option is to wait; I waited based on the customer service rep explaining that it should arrive by June 1, 2013 which is the 12 week deadline. On June 1st, I contacted Marlo's customer rep and was told that the only thing that had arrived since my long waiting period was a mirror. I had requested that I speak with a manager but was informed that the manger wasn't available on the weekend. She ([redacted]) explained that the dresser and night stand had an ETA of June 5 and 6th but did not have an ETA on the king bed. [redacted] explained that she would send an email to the manager but didn't expect to receive a response from them until Monday, June 3, 2013. She advise me that she would call me back monday. On Monday, June 3, 2013 around 12:30pm I decided to contact Marlo to follow up. (I haven't had much success with Marlo so I couldn't wait for a return call) but spoke with some other young lady who explained that the ETA on the bed was June 17th. I asked if I could speak to [redacted] and she immediately responded that [redacted] would tell me the same thing. I told her that was okay but I had wanted to speak with her since she had spoken with me on Saturday. I was unable to speak with [redacted] and then I asked to speak with a manager but was told that a manager was on the phone so they would have them call me back. I'm writing this later on Monday, June 3rd at 3:30pm because I haven't received a call back from Marlo and don't trust that I will receive a resolution from them. It's a disgrace to know that a furniture company could practice business procedures in this manner. Now, I'm still waiting on a unresolved call back and without furniture for another 2 weeks if there's no delay. Also note: [redacted] explained that it takes atleast 12 to 16 weeks for the delivery of "Home Elegance" furniture because it is coming from overseas.Desired Settlement: My immediately desire is that I receive a store refund in full eventhough I will still be out of furniture. I wish never to do business with Marlo unless they change operation and procedures when it comes to them advising all customers on the real date to expect furniture prior to purchase. This is something that they should evaluate immediately. I have been without a bed that I purchased for 3 months and still to this day I haven't received any feedback or remorse for there slackness in business.
Review: we purchased a sofa set from Marlo in [redacted], Maryland that was delivered in early March. After receiving the sofa, we noticed that after a few days that the sofa was changing color and so we contacted Marlo furniture customer service. They took a long time to have service finally call us back. We had to contact them numerous times and then we also contacted the manager who was at the store at the time of our purchase. The service department basically told us that they do not cover fading under the warranty but, again, we had contacted them within 9 days of the purchase of the delivery. We had visited the manager at the store location where we purchased the furniture as he was not returning any of our phone calls. We expressed to him what the service department told us and he told us that he would contact them and that he would get back to us in regards to what else he could do if Service wasn't able to assist us. After the service department again contacted us saying that they do not cover fading, I contacted the Marlow store again to ask to speak to the manager and he refused to come to the phone he then had a person at the store contact me back to tell me what I had told him already about Service not covering fading. This sofa set was inside a dimmer show room when we initially there for the porches. After several complaints to service when we went to the store to see **, the store manager, they had moved out to a very well-lit show room where you could note see the discoloration and we were told that this is "normal" and that there was absolutely nothing they could do for us.Desired Settlement: We paid $3600 for a set of furniture that started changing color in less than 10 days. To be told it's normal and to be told that there's nothing that can be done...is absurd. We are very upset and disappointed in the quality of this sofa set and the service we received from this store manager whose father sold us this set. We asked for an exchange...but they refused to do ANYTHING to ensure we were satisfied with our purchase. This company only cares when they are making the sale. .but don't care after.
Review: My wife ordered living room furniture from Marlo Furniture. She spoke with [redacted] on the telephone to confirm a delivery date and time of Thursday, 20 Nov 14, between 9:00 am and 1:00 pm EST. On Wednesday, 19 Nov 14, [redacted] from Marlo Furniture called our house and left a message to confirm a delivery date and time of Thursday, 20 Nov 14, between 3:00 pm and 7:00 pm EST. Because that delivery information did not match what my wife previously confirmed, she called Marlo Furniture to confirm the correct delivery date and time (after receiving the message from [redacted]). My wife again spoke with [redacted], and explained that we received a message that our furniture would be delivered between 3:00 pm and 7:00 pm EST, instead of between 9:00 am and 1:00 pm, which is what [redacted] confirmed with her earlier. [redacted] checked the delivery timeframe, and confirmed with my wife that the furniture would be delivered between 9:00 am and 1:00 pm EST.
At approximately 12:30 pm on Thursday, 20 Nov 14, I contacted Marlo Furniture to learn the status of our delivery. I spoke with [redacted], and she explained to me that the delivery timeframe was from 3:00 pm to 7:00 pm EST. I told [redacted] that my wife received confirmation yesterday that the furniture would be delivered between 9:00 am and 1:00 pm EST. [redacted] reviewed the notes on our account and admitted that an error had been made. [redacted] explained that the delivery was originally scheduled between 9:00 am and 1:00 pm EST, but was changed to 3:00 pm to 7:00 pm EST. She further explained that when my wife spoke with her after [redacted] left a message on our answering machine, she was not aware that the delivery timeframe had changed, which is why she told my wife our furniture would be delivered between 9:00 am and 1:00 pm.
I explained to [redacted] that I had plans between 3:00 pm and 7:00 pm EST, so would not be home for the entire period. I asked if the delivery schedule could be rearranged to allow delivery of my furniture first (close to 3:00 pm) or last (close to 7:00 pm) so I could attend an event I had committed to that began at 4:00 pm EST. [redacted] explained that there was nothing she could do. I pressed her for a better response, and she eventually told me that because my name was not on the invoice, she could not speak with me about the order. I asked her to provide me with a reference for that policy, and she told me the call would be disconnected because I was not the person on the invoice.
I contacted the corporate customer service office for Marlo Furniture and spoke with a representative who also said there was nothing she could do because we received a message from [redacted] that included the correct delivery time. I explained to her that my wife called after we received that message and received conflicting information that relied on to plan our day, and asked if there was anything she could do since this was clearly an error made by a Marlo Furniture employee, and her response was that her manager would have to contact my wife. Meanwhile, I took the day off from work, missed my daughter's doctor appointment, her Thanksgiving lunch with her class, and my son's Thanksgiving dinner with his class all because one employee made a mistake and told my wife the wrong time. I understand that human error is a factor in any customer service environment, but the lack of action once the mistake was realized is what bothers me. Not only was Marlo Furniture not willing to make any sort of special accommodations because of a mistake made by one of its employees, I was informed that if I was not at home to accept the delivery, we would be charged a $139 re-delivery fee. As if I was not already displeased with the lack of customer service, I had to be told that I would have to spend even more money to receive my furniture if I was not available when the furniture was delivered.
I wanted to cancel my order, but the contract stated that canceling an order after it has been scheduled for delivery would result in a 30% restocking fee, and I would receive the difference in store credit. I do not want store credit at an establishment that provides substandard customer service, even after making a mistake.Desired Settlement: I still have not received my furniture, but according to Marlo Furniture's customer service team, I should receive it between 3:00 and 7:00 pm EST. By the time this complaint is reviewed, it will likely be too late for a full return and refund. However, I would like a refund of the delivery fee I paid for delivery of an item that I ordered, but was not in stock so it could not be delivered free with the rest of my furniture.
I hope this complaint is reviewed by someone who has the power and influence to prevent such poor customer service in the future. At this point, I cannot imagine spending any more of my money at Marlo Furniture or any of its affiliates. I would appreciate a phone call or letter apologizing for the mistake and the lack of customer service. Additionally, if there truly is a policy that prevents customer service representatives from communicating with someone other than the person on the invoice, it would be nice for that information to appear on the invoice with all of the other terms and conditions. To me, this was a rather simple mistake that could have been corrected by a customer service representative who was willing to accommodate a customer's request. It really is a shame that I could not resolve this issue without my wife. It is clear that Marlo Furniture does not value it's customers and their time.
Review: I purchased furniture from Marlo in March 2013 and the purchase came with a 1 yr manufacturer warranty that covers defects and damage. I contacted Marlo Customer Service on September 9, 2013 to report a defect and provided pictures of the problem. No one followed up and 3 weeks later I had to call again and they told me there is nothing they can do.Desired Settlement: I am requesting that Marlo honor the warranty and repair my furniture