Marlo Furniture

Reviews 3

A

A Private User

when I tell them how bad Marlos is. A few years ago when you googled them, the whole first results page came up with complaint sites like Ripoffreport full of people whod had bad experiences there. My bad experience lasted over a year. We ordered some tables and a couch which was damaged on delivery. And not just scratched or scuffed, but actually broken. The wooden frame in the backrest was cracked in two. We were promised a replacement, but it was NINE months before anybody showed up. After calling every week to get different versions of "I dont know why its taking so long", we were finally told by a very young and angry rep that the replacement couch had been discontinued and that wed have to pick a different replacement. FYI, their reps are always angry. They have to deal with an enormous volume of angry customers that they are poorly equipped to handle. I didnt want another couch, but I buckled down and chose one anyway and scheduled its delivery to coincide with them picking up the damaged one. So after the nine months, the guy finally shows, but hes only there to pick up the old one and has not heard that I was expecting a new one. When I tipped him, which I did only because the mixup wasnt his fault, he mentioned that they cancel deliveries anytime they think a customer is going to be irritated, and that they often dont destroy damaged goods, just redeliver them to different customers. So possibly some poor sucker was waiting for the very broken couch he was taking away. After an hour on the phone, I ask where the new couch is and they tell me they had canceled the delivery of the replacement, but again couldnt tell me when or why. I dont want to be censored here, so I wont describe my reaction. It was not pretty. I scheduled a third delivery. That too was canceled by some anonymous Marlo employee, but it was for the best because by then I was too disgusted to contemplate the next 10 years sitting on a Marlo couch anyway. So I ended up threatening to sue after I got a managers name and number from another angry customer online (wish I still had it to post here), and after filing complaints with BBB and a few other places. I finally got my money back for the couch and even the tables which they tried to make me keep. I reminded the manager, Lou, that I could just dump them in their parking lot and he eventually saw things my way. So that was maybe 13 months and a few hundred gray hairs after the original purchase. Lessons learned? ALWAYS check store feedback online before you make a major purchase. Never buy anything from a store whose reputation youre not sure of unless you enjoy a good fight. If customers knew the dirty secrets at Marlos, thered be a lot more people at Ethan Allen.

KA

Karina Neff

On July 4th I purchased two couches ( one sectional and one special order item). At the time of purchase, I was told that it could take up to 6 weeks. Mid July I called again to ask about the couches and the rep told me it would be 8 weeks since it was a special order and it was showing up as August 15th. She said someone would call me and schedule delivery. the sales rep never told me it could potentially take 8 weeks but I accepted this new information and waited for August 15th. On August 18th, after not receiving a phone call, I called again and was told it would be possibly 16 weeks and there was really no way of knowing when they special order item would come into the warehouse. All the while my other couch ( sectional) was siting at the warehouse since July 4th. I was outraged that again NO ONE EVER TOLD ME it could ever take this long , had they told me i would have never purchased that couch. I asked to speak to the manager and they transferred me to an Assistant Manager. The assistant manager told me that i would have to wait because it was a special order item but that she would talk to her manager and someone would call me back. I asked that the other couch be delivered before since they had no idea when the special order would come in. She said she would have to charge me for the delivery. I told her I wouldnt pay for the delivery since i was never told the possibility of 16 weeks delivery! Again, she told me that she would contcat her manager and they would call me right back. Monday, August 22nd, I yet to receive a phone call and I go online to the contact us section and ask to speak with a regional manager, with no avail. I call the store again, and ask to speak with the store manager and the rep says he is unavailable and she could help me ( Louvenia). I explain my entire situation and she explains the arrival of the special order is now showing August 26th. She explains that it may be available at that time and the store would contact me to schedule delivery. I express my disappointment of the customer service, communication and overall impression of the store. I tell her I would like to have the couches that are at their warehouse now delivered and she says she is going to ask her manager and would call me back. she calls me back within minutes and tells me her manager Rafat denied my request to deliver the couches in the warehouse, that I would have to wait. At this point, I will NEVER EVER EVER purchase anything from MARLO ever again. If it was possible I would cancel the delivery and go to another store. I will never fall for a promotional trap from low end stores, because the moral of the story is; if it sounds too good to be true.. it ALWAYS IS

KA

Kathi Gollwitzer

DO NOT BUY FROM MARLOWS! The manager flat out lied to me. I was purchasing a sofa, chair, ottoman, and a mattress & box spring. I asked if they would remove the old mattress and box spring. The manager first said no, they no longer do that. So I told the sales women, Hoda, to cancel the sale of the mattress/box spring. I had to have someone take it away, I dont have a service that will do it for free, and i dont live in a single family home. She asked me to wait while she spoke to the manager. The manager agreed to take them away. I watched him agree to it, sign it on the sales slip, and he looked me in the eye and assured me he would make an exception and take it away. I should never have believed him or the salesperson, and I wish I had his name to put on this post. Well, he lied to my face. They would not. But they also misrepresented the time it would take to get the furniture and how I would be informed. They never called me to say the furniture was ready for delivery, and I had to call them twice to see if the order was ready, weeks after it was promised. They were supposed to call the night before to say when they would come, they did not, I had to call them. The delivery man said if they were to take away the old mattress the warehouse manager will tell them ahead of time. So the manager knew this would happen, banked on the fact that with only a store credit offered I would not refuse the delivery, and lied anyway. I called customer service and told them I wanted a refund on the mattress because I would now have to pay to have it hauled away. They only offered a store credit, I dont need any more furniture. When I asked to speak with the store manager he would not get on the line, he did not even have the courtesy to speak to me. The manager lied to keep the sale. The sales person lied to keep the sale. She said she would personally make sure the old mattress would be taken away. If he had been HONEST I would have gone to someone else. I now have to pay to have it hauled away. I had to drag both heavy pieces around the back of my townhouse development by myself, Im 55 years old and have asthma. I will NEVER but another piece of furniture from Marlows again, and I will post this everywhere I can, so no one else has to go through this. You dont lie to your customers!