Marlo Furniture

Reviews 3

JE

Jeremiah Nazarkewycz

If leaving negative stars were an option, I would. Do not purchase anything from this store! After three months, we contacted this store about our recently purchased sofa. The sofa was nearly breaking (after 3 months of use!) and needed to be supported with books. 3 months later! (now six months after purchasing the sofa) a company service representative came out to look at the sofa. After a few minutes he exclaimed "I wouldnt want to sit on this." and informed us that he would report back. We were informed what was reported was deemed "normal wear and tear" how can there be normal wear and tear, to the point of breaking, after 3 months!? After numerous calls, customer service told us they would come and pick up our sofa nad examine it at their warehouse. They would pick it up on Monday, December 21. My wife explained to them that we had family coming in from New Jersey and Maine for the upcoming holiday, and we could wait until after Christmas to send the sofa. We were promised that the sofa would return on Wednesday, December 23, in time for Christmas. The phone call guaranteed us the sofa back on Wednesday. On Wednesday, my wife called and spoke with a representative and we were told that we would NOT be getting our sofa back before the holiday. The sofa was done being examined but there was no room on any delivery truck on Wednesday or Thursday. We exclaimed how annoyed, frustrated, and frankly, pissed off we were. We did not have to send it until after the holiday but were promised and ensured that the sofa would return in time. The representative on the phone apologized but did inform us that a new sofa was pulled from the warehouse and we would be receiving a new sofa. The sofa was delivered on Monday, December 28. However, instead of a new sofa, we received our safe, near falling apart, must be supported with books, sofa, with an additional tear in the fabric. We immediately called customer service to explain the entire story and were told that there was no manager on duty that could handle the situation and, unfortunately, they were out the entire week, but that they would call Monday, January 4th when they returned. the 11th came and went. We called them on Saturday, January 16th to explain the entire situation, AGAIN! We were told that a manager would call us. Someone from Marlo did call on Tuesday, January 19th, but refused to leave a message. My wife, immediately called back, as she did not get to the phone in time. No one in customer service knew who called and could not help us. We still have a sofa that needs to be supported, so it does not break. The worst customer service on the planet. The irony here, is we paid for the extended warranty but were told by them, that because it is still under a year, that it is covered by the original warranty. Look where that has gotten us.

LI

Lindsay McDonald

Do not shop here. I didnt even want to give them 1 star. The furnitures fine, but you can find comparable prices and quality elsewhere. I purchased a dining table with chairs on February 7th and was told that it was available in the warehouse at that moment and would be delivered the following Saturday, Feb 15th. This was important because I needed the table that week, so decided on this one instead of another that wouldnt be available for 2-3 weeks. On the 15th, the delivery came, but the chairs were missing a part. The delivery guy apologized and said that someone from customer service would contact me the following Monday to set up delivery. Monday came and went and no one called me. I called them and they said they werent sure where they were at that point, and would call me back. No call back. I called again a couple days later and was told that the chairs were not ordered until Monday WHEN I CALLED. Meaning that had I not called, they wouldnt have been ordered. They told me at that time it would be 1-2 weeks until they arrived. Fast forward to March 3rd- I called them, obviously angry at this point. I demanded a discount and was told that they needed to forward my request to corporate and they would call me later that day. Surprise! No one called. I called again today, March 5th. I spoke with someone at the Rockville location and two people, including a manager, at Corporate. I was told that there would be no discount because the chairs were now available and it was still listed within their appropriate time frame (even though I was verbally told I would have them a week after I purchased them). So no discount. I told them I could not take off of work to wait around for the 4 hour window of delivery and that they needed to work around my schedule. They said this wasnt possible and that the 4 hour window wouldnt be given until the day before the delivery anyway. Amazing. So, in the end, my chairs will be delivered on March 15th, 5 weeks after purchase. Oh and they did say that I was welcome to drive the hour and a half to their warehouse to pick up the chairs and assemble them myself (with no discount, of course). How kind of them. I will never shop here again.

A

A Private User

The Worst Delivery, The Worst Employees and The Worst Customer Service!! I was in Marlo Sunday (08/07/11) afternoon to purchase a sectional, the attention was great; however, the delivery was the worst thing that has ever happened to me as a customer. My delivery was schedule for Thursday 08/11/2011. One part of the sectional came in damaged and they left only one half of the sectional at my home, promising me a second delivery for Saturday in the morning. Delivery people came in the morning and one of the Hispanic guys cut my sectional with the box cutter about 1 foot long. I called the customer care center requesting an immediate delivery for the same day but of course they can not satisfy the customer in this way. They said they can give back $25.00 and I can pick up my sectional in one of the 4 store in the area, (very unpleasant, I paid $100.00 for the delivery and now I need to find somebody to pick up my furniture). How can a big retail store have such mediocre customer service? It looks like they do not have happy employees to do their job right (the driver guy cut the sectional, the customer service associate offered me $25.00 dollars... Wow). They are putting the company down, especially in this time when the economy is so bad and every customer counts on Marlo to continue doing business. There was no store manager or district manager that could help me with this problem, I am one hour away from the nearest store, but they can not find a driver to deliver my sectional the same day, so its very easy to say come and pick up your product if you want that today. Marlo and the delivery company made the mistake and the customer needs to find the solution. I do not know who is in charge of who; if the delivery people are in charge of Marlo, or if Marlo is in charge of the delivery people. I will never, never, never recommend family or friends to purchase a product from Marlo, there are many options in the market where they really appreciate your money, your time and they value people as customers. Now, I am waiting for a phone call from them to see when will be a good time for THEM (not for me, the customer)to deliver my product.