Marlo Furniture

I was harassed for over two years for accessories Marlo claims were picked up and placed in our vehicle. The only items we purchased was a baker's rack which was paid in full. Wells Fargo credited our account because of the documents I produced, proving we only purchased a baker's rack!! Marlo harassed us time and time again, and last October 2011, a rep from Marlo called and said he was going to close the matter, and instead, he turned my husband over to a collection agency!

My husband's credit is at stake, and we never took delivery of any items which Marlo is claiming we have. I have tried for over two years to resolve this issue, and I have gotten nowhere due to the company's poor record keeping and incompetence! I am now considering a legal action against this company for harassment and this issue threatening to damage our flawless credit record!

I have a cushion foot stool and the frame is broken. I have warranty on it until 2013. I realized it was broken when I was cleaning, and I called Marlo and they told me that they will not take care of it. I think it happened a few months ago, and I also had my grandson over and he wrote with pen all over it about 3 weeks ago. I just want a professional to come and take a look at it and possibly fix it and clean the leather on it. It doesn't want to come off so I would like for someone professional from your company to come and take a look and hopefully fix the issue. When I got the guarantee/warranty, no one informed me that I was supposed to call within a short amount of time until I spoke with someone about it today. Please let me know what you can do. Thanks.

I didn't get my order/deliver as noted. My deliver was supposed to be delivered on Saturday, October 22, 2011 from 4:30 pm to 6:30 pm. Here it is, 11:50 pm and no one showed up or called. I have been here at home all day. What's going on here? Is this how you guys do business? I would love to hear your reply. I will be contacting the B.B.B. on this matter.

My furniture was scheduled to be delivered Tuesday, July 26 between 7am -12 noon. I took off from work only to get a call from the delivery guy that same morning, and was told they damaged my furniture. The part was not in stock, but would be in stock Thursday. He said they would re-deliver on Friday. I told him I needed a set delivery time because I could not take off again from work. We agreed on Friday after 3pm but before 5pm.

I called the corporate office the next day to confirm this information, only to be told that he shouldn't have agreed to anything since they're not supposed to schedule anything when something's not physically in-stock. This lady at the corporate office was unsympathetic and offered no solutions nor resolutions. I later went to the store where I purchased the furniture to get my money back. I spoke with Lanita and she said that the part will be in Thursday and she had to ask another associate to ask the delivery people to do a "favor" for me of guaranteeing a deliver time. I explained that I had taken off from work already and that I'm going out of town for the weekend. She (Lanita) said she couldn't ask the delivery people for a "favor" because they were already upset with her about something else; thus, she would get her counterpart to do it. She then stated she would make a notation to please deliver my furniture on Saturday morning anytime before 10am because I was to leave by 10:30am to go out of town. I got a phone call today, Friday, from the recorded delivery service and my scheduled delivery time is Saturday between the hours of 5pm-8pm.

I was livid! I called the corporate office once again, explained the entire situation again and was told that she could not change my delivery time. I asked to speak with her supervisor at the corporate office, and she transferred me to the store where I purchased the furniture. This is my first and last time purchasing furniture from this horrible company that has no idea of what good customer service is.

We purchased a dining room table and chairs from a large furniture company called "Marlo furniture" in Rockville, MD. When we purchased this furniture, the salesman was very adamant about us purchasing this "great", as he said warranty. He stated that it covered everything even accidental spills, gouges, nail polish remover, blood, peeling finishes, etc and on and on. We browsed over the pamphlet and it did say those things. They also stated that if we purchased this warranty today, that they would include a certificate that would entitle us to get the money that we were paying for the warranty back in a store credit in 5 years. So, we purchased it through Marlo Furniture.

We got the furniture home and because the table was new, we decided that we would get a nice table pad and table cloth. We purchased these items and put them on. We were happy. Then about 12 months later, our daughter spilled a drink on the table cloth and we removed the cloth and pad so it would dry, then went to wipe up the liquid and found what looked to be little bubbles in the finish. Keep in mind that the drink was cold liquid not hot. After we wiped the liquid up fully, we investigated the bubbles closely and saw that it was definitely in the finish. So we examined the cloth and pad and found that the bubble pattern was the same as the pad. We called this UV3 Company and they said to take pictures and fill out their warranty request document. We did and sent them in CA.

About a week or more later, we received a letter stating that their warranty didn't cover damages to the finish caused by a furniture pad. Wow. We put the pad on the table to help perfect it and come to find out the finish on the table, we guess didn't like the makeup of the foam pad. The pad didn't stick to the table or pull the finish off in any way. The finish just bubbled up where the holes were in the pad. We called the UV3 Company and they said that when it is reviewed by them and they send a letter stating that they don't cover that, then that's it. The will do nothing.

We live out of state and after a long search in our home state, we were unable to find furniture we liked. A family member who lives in Maryland suggested on a visit. We look at Marlo furniture so we did and we actually were excited we had found a living room set we liked. One of the things we like most about the set was all the pillows it had on display. We specifically asked the salesman if it came with all the pillows that were on the display. His answer was "yes, what you see is what you get".

We knew that the store did not deliver out of state and after careful thought, we decided it would be worth the truck rental and drive to pick it up. We went ahead and purchased the 4 piece living room set and paid cash. At the time of purchase, they said all pieces were in stock with the exception of the ottoman which would take about a week to come in. We made the purchase around 2/19/11 and scheduled pick up for 4/1/11. They told us we should call prior to pick up to confirm all pieces were in so we called 3/31/11 and the customer service operator who was less than friendly said they were all in and we could pick them up on 4/1.

Just a side, this was not the first unfriendly person we dealt with at Marlo. The sales manager at the Laurel store was not to friendly when we were directed to ask her a question about the price of the set if we purchased all the pieces. Back to the pick up, the furniture was confirmed in stock the day before we went to pick it up. So we rent the truck took the day off of work and made the 2 hour drive. When we arrive at the furniture pick up at the Forestville store, we asked that we check the furniture before we sign for it. They pulled the chair and loveseat first and upon checking we noticed the number of pillows on the chair was not correct. It only had 3 so it was short one decorative pillow. I had a picture of the display on my phone and when we checked the display on the floor at Forestville, it had 4 pillows total. While the pillow was being disputed, they pulled the sofa which was the wrong one and shortly after discovered, our sofa was not in stock. Their only solution was that we would have to come back when it was in.

That would have set me back another $250 for a truck rental which they did not care about. The pick-up manager Roscoe and the sales manager Sandra did not seem to care or understand the inconvenience Marlo had just caused us. The tone and body language we received from them was not friendly or helpful. So it was not a total loss we tried to come up with a solution ourselves and asked if we could take the sofa from the floor but wanted a discount because it was used. They offered us $70 off, which to me was not acceptable. To top it off, they refused to give us the decorative pillow that was displayed on the chair at both stores. At that point we asked for a refund and left the store. We asked for corporate telephone numbers and the only numbers that were given were to the Laurel and Forestville stores. According to the customer service manager at Forestville they are the corporate office but there was no one in that we could talk to that day. Their customer service all the way around was horrible. I will never buy from Marlo in the future.

My sister and I went to buy a sofa which has a bed and one of Marlo's worker helped us. He gave us all the information we need and helped us good. But the problem started on the delivery day. They told us they were going to deliver on Friday, December 10, 2010, between the hours of 3:30 pm and 6:30 pm. I waited in the apartment all three hours and did not hear anything from Marlo Furniture store. I called at 6:37 pm to find out what is going on, but I got the automated machine that says they are closed.

Later on, after I got out of the apartment and went somewhere else, someone called me at 8:27 pm and told me there is going to be a delivery without apologizing to me for not coming on time or not calling me. This is poor customer service. If the delivery is going to be late, they have to call the customer in between the delivery time they promised and apologize for the delay and offer if it is possible to deliver late. And also as big as Marlo company is, they are supposed to have live 24 hours customer service phone line so that customer can complain or ask any questions they have. This is shame for Marlo Furniture store to have this kind of customer service at this time. Where other companies compete to satisfy customers, Marlo is giving poor customer service.

I purchased my furniture on July 3 and today, September 15, I am still dealing with those people. I waited almost 6 weeks for living and dining room sets. Even then, they didn't bring everything. They delivered and setup a damaged glass top dining room table. I've been waiting for the replacement. After a long delay, on Saturday, September 4, I received an automated call that said the replacement table would be delivered to my house the following Tuesday, September 7. Per the voice mail's instructions, I called right back and left a voice mail that that day would not be acceptable.

On Tuesday, I received a call at work stating the delivery truck was outside my door. Despite repeated calls, I have not been able to get anyone to call me back to indicate when they will deliver the replacement table. On my first call, Gerson said the table hadn't come in and stuck to that story until I told him that they had tried to deliver it the day before. He promised to call back and hasn't despite several call backs trying to reach him. I will never buy another piece of furniture from Marlo! My friend in my office bought furniture around the same time from Value City and had it delivered 2 days later and in tact.

So I am about to have my first child. That being said, I am in the process of moving out of our one bedroom condo and into a townhouse as we clearly will need more room. So I have a place and am in the process of getting some items needed. So I went to the Marlo in Alexandria that you can see right off of the 395. I went in with the idea to get a sectional sofa for our living room, a table and chairs for our kitchen and even wound up getting a dresser for the baby's room. I purchased these items on the 9th of August 2010.

I was told that all would be delivered minus the table and dresser as they were on back order. Okay fine, they told me up front, all seemed to be a decent deal. Delivery day went about two weeks or so after we purchased. A couple of weeks later, they have the dresser and table delivered. We were very excited and thought all was complete and good to go. We came to find out the wrong chairs were sent with the first delivery as they are too short for the tall pub table that they were supposed to go to. In this whole process, we called Marlo about the chairs and one of the pieces of the sectional, the only piece that was sent that was not wrapped was damaged, so we wanted to have it exchanged.

They said someone would have to be sent out to look at it first, I said no, it was damaged in delivery and I want it exchanged. They said they would exchange it and that they would call me back. So I waited a few days and tried to call them back, nothing, trying to get someone on the phone there is a joke, always a voicemail. So I went into the store to talk to someone again, they said there would be no problem and it will be exchanged on the following week. Next week showed up and guess who didn't, Marlo! You guessed it! So I went into the store yet again because you cannot get a hold of a single person on the phone.

Again they said it will be taken care of and we will be in touch, through all of this I moved the dresser that has been sitting in the living room where it was placed by them, and where no one is residing at this point, and guess what? It's damaged as well. So I am fighting for something else yet again, and I have only part of what was ordered correct and to top it all off, what do I find? I got a check in the mail from Marlo, I looked at it and thought this is interesting, maybe it's for the hassle and poor service I have gotten, but then I looked at it again and it's $229 and some change, so obviously its for something else.

When I bought all of these, I financed it through them/Wells Fargo and paid the difference in cash as what I purchased was more than the line of credit I was extended. So I am getting this check back for overpayment, meaning they have charged the entire balance to the line of credit, even though it is more than the limit of the line, and refunded me the cash that was paid to keep this from happening. So now I have furniture that does not match, and I have a credit score that has dropped along with the furniture that is damaged and Marlo does not care at all. To them it is my fault and I have had all this for too long to return, even tough it has been an extended process due to them.

I will be in the store again tomorrow and then again at the office that's addressed on the check that I was sent. I have received incorrect items, damaged items, and I have had my credit impacted negatively due to the fact that they charged more to my line of credit than what was authorized by me.

We shopped at Marlo one week before the Labor Day Sale. It was our intention to just check out the availability but to purchase the following weekend in order to take advantage of the labor day savings. Our salesman assured us that the prices would either be the same or more expensive but not better, plus he added that if they were better, we would have 14 days from the time of delivery to get a price adjustment.

The day we purchased, the sign in the window said 28% off everything. So we ended up getting a fantastic deal of the sofa. One day later, the sale changed to 50% off everything. So we first called the show room to inquire about the price adjustment but were never successful in getting an actual person on the phone, just answering machines. One more day passed and we decided to drive back to the show room to get the price adjustment. Before heading to customer service we stopped by the sofa to make sure the price hadn't changed. It had not.

When we got to customer service there were several salesmen there, but not an actual customer service agent. So we waited a few minutes until he eventually came. He was of no help. He said there was a catch to the sale and that we got a better price during the original purchase. I'm no math major but I know that 28% is not better than 50%. And because the advertised price of the sofa had not changed we still do not understand how Marlo can deny us the price adjustment. We spoke with the MOD, Edwin who was very nice but would not grant the price adjustment.

Then I asked for a direct phone number to the store manager. I was given a phone number with an extension and two names: Mike and Vicky. I called the next day and through 4 phone calls to this "direct" number was unsuccessful in getting an actual person on the phone. Finally, I gave up and left a message. It has been a week since we purchased the sofa and 5 days since the voice mail was left.

I am a retail store manager and have been in retail for the past 10 years. I would never do this to any of my clients and certainly do not expect this from a large company. Why the scam? Why all the avoidance? Marlo either needs to be more straightforward in their explanation of disclaimers in their marketing. or they need to reword their marketing. Last time I checked, there is only one meaning to the word "everything" I take that to mean it is an all inclusive sale. There is no reason my sofa and my purchase should be excluded from the sale.

On a brighter side, I do love the sofa and it was delivered on time with no problems. I am disappointed in the management and the corporate marketing. The price adjustment that we are owed would be several hundred dollars. Had we known this type of customer service was in store we would have waited to purchase the sofa later.

Back in November 2007, I purchased furniture from Marlo for delivery. I opened a line of credit for $2300, put the furniture on that credit and paid cash for the remaining balance. After they delivered the furniture (bed set, night stands, dresser, living room sofa, and tables), I noticed they never delivered the bed rails to go with the bed. I called them and they said they would have someone else come back out and deliver them. I noticed after they delivered the bed rails, on my next credit card statement they had charged me $115 again for them. I called Marlo customer services, stating I never authorized additional charges and I shouldn't be charged again for something that was never delivered, and the manager never stated he would charge me, just that they would send someone to deliver the rails.

They stated that they couldn't help me and I had to dispute it with the store manager. I called the store manager numerous times and left voice mails, visited the store and told he wasn't working. He never called me back about the unauthorized charges and I am still trying to get it removed. I have had to pay interest on the amount.

I purchased a complete bedroom set from Marlo furniture in Forestville, MD in May 2009. On July 5, I noticed that one of my drawers on my armor was sagging in. Today, I called Marlo to obtain the number for the maintenance that I purchased at the time I purchased the furniture. They gave me a number to UV3 Masterguard. I called and the person that I spoke with told me that they would send out a form for me to fill out and I would have to provide them a photo copy of the damage. I asked her why would I have to wait until they provide me with a form and why do I have to provide them with a photo copy of the damage.

I explained to her that when I purchased the furniture and brought the extended warranty, the Marlo said that it was a hassle free warranty. The salesperson said that it was hassle free and if it broke that they would fix it and if they could not repair, it would be replaced. UV3 said that their policy was to mail the form and the customer had to provide a picture of the damage. I told her that I did not agree with this policy and could I speak to her supervisor.

She told me that she is the supervisor and this is UV3's policy. I told her that I'm quite sure that someone was over her and she said that she can direct me to the manager's voice mail, which she did. I've not received a call yet and I'm really expecting one either. I have a draw that cannot fit back into the armor and it looks like the furniture should be discarded. It does not look like a piece of furniture that I paid $700+ dollars for.

We ordered a chair in January. It is now almost May, I haven't received the chair nor does the store contact us to let us know anything. I called the number on the website which is the corporate office 15 times only to get, "Oh, it's not here yet." When we ordered the chair we were told 2 weeks. It has turned into almost four months. The worst part of the situation is when I called the corporate number, they seem to have an attitude. Where is the customer service of Marlo Furniture? Did I mention we have numerous items in our house from Marlo? Never again.

I purchased a bedroom set in March. I was promised delivery on March 17. To date I have not received the delivery of all the furniture purchased nor have I received notification of furniture delivery status. I have been billed for furniture I have not received. I have an incomplete bedroom and I'm forced to sleep on mattresses on the floor.

I purchased my 3 piece oversized living room set from Marlo and there was a part missing at delivery, unbeknownst to me at the time. I later realized the part was missing when a friend bought the same set and they had the support (2 additional legs) in the middle of the over sized sofa that I didn't have. I always wondered why there wasn't some sort of support for such a big sofa. Now, my sofa is starting to sag in the middle. I called Marlo to explain and they told me I had to purchase the legs. I was irate because I already paid for this at time of purchase but didn't receive it.

I asked to speak with the Manager and this person "Gerson" refused my request and told me the manager doesn't want to talk to me. I asked for the corporate office number and he said this is corporate. Gerson must be really full of himself if he thinks he works in the corporate office. I'm furious and I'm determined to contact someone who has some authority over these people. This business needs to be on an episode of "undercover boss". I think if the Marlo family knows the kind of buffoons they have working for them they would not be very happy.

In 2006, we bought a dining set from Marlo along with the warranty ($750 in value). In January, one of the chair legs broke. We called Marlo the following business day (I think it was Jan 5 but honestly can't remember exactly) and they referred us to UV3/Masterguard, the warranty company. On January 22, someone came out to inspect the damage, took pictures and told us that a replacement part would be ordered and to wait 7-10 business days.

On February 5, we called Marlo and we were told that a part had been ordered that day and a letter was sent describing the part number with a delivery estimate, etc. They also said that a phone message had been left for us, but when I got home I checked my messages and nothing was there from Marlo. We waited another couple of weeks and on February 12, we received the letter but it did not include a part number or estimated delivery. We waited another week and after not receiving anything, called UV3 who told us that the part had been sent out on February 12 and to call Marlo for more information.

We called Marlo and they confirmed the part had been sent out on the 12th but could not confirm delivery. It was about 5:30 in the afternoon, and they said the parts department was closed but they would check the following day and call us back. A couple of days went by and we didn't hear anything so I called Marlo again on February 25 about 2:30 in the afternoon.

I spoke with "Gurson" who told me that the part was mailed and signed for on February 17th. However, instead of mailing it to our address, they mailed it to the original invoice address from 2006! He said the parts department was closed and he would have talk to them and call me back the following Monday, March 1. I waited all day March 1 and around 5pm called Marlo. I was told that Gurson was not in that day and that the parts department is closed on Mondays.

At this point, I'm starting to wonder if the "parts" department is ever open or even exists to begin with. I'm told that no notes were made in the record about the delivery mistake and that she would call me back on Tuesday morning, March 2. At that point, I called UV3 to verify the delivery address and they confirmed that the address they requested delivery was our correct address and they added that they had no idea why Marlo would have sent the part anywhere else. They suggested I talk to Marie B. in the parts department the following morning. On March 2 at 11:30, after again not receiving a call back, I called Marlo and asked to speak to Marie. She was not available, however the person told me that a re-order for the part was placed on February 23 and that it had not been shipped yet by the manufacturer.

Since this was almost a week later I inquired as to why the part hadn't shipped since it had been 5 business days, and when she would expect it to be shipped. She snapped back at me that she didn't know when it would be shipped, that it takes "several business days" and that it had only been 2 business days since February 23. I tried to point out that her math on the number of business days didn't add up, but it was a pointless endeavor because she continued to insist that there were only 2 business days between February 23 and March 2. She told me that they would call me when it had shipped. On March 5, I still hadn't heard anything about a part being shipped so I called Marlo again.

I spoke with Jesse, and this time I was given a UPS tracking number. I looked up the number online and found out that this was the original shipment to the wrong address and was signed for on February 16 by "Jose". So much for checking ID to ensure delivery! I told the person on the phone that this was the old delivery to the wrong address. She told me she would have to talk to the parts dept and call me back (here we go again). To my surprise, she called me back a few minutes later and she asked me when we "moved" to our current address. I told her 2008, almost 2 years ago! She then asked what part I needed replaced and I told her the front leg and bolt.

We hung up and she called back a few minutes later and told me that no re-order had been placed and that she would place a re-order that day. I asked if they could expedite it and she said no, to wait 3-4 weeks! Fortunately, the parts arrived the following Wednesday (March 10), but when I opened the package, there were 2 chair legs but no screws or bolts to actually install them! Today (March 15), I called UV3 to ask if they were to supply the screws and bolts and they told me no, that they would assume these would come with the legs, and to call Marlo back. I called Marlo today and of course it's Monday, so their parts department is closed. They said they would speak with them tomorrow and call me back. I'm taking bets on if they will actually call or not!

I am so frustrated because I bought this warranty for such an occasion as this, it is still a good warranty and covers this damage, but it has taken over 2 months now to get it straight with Marlo and I'm still waiting! The warranty company is basically trying to stay uninvolved and Marlo's process is so disorganized that they actually sent a part to the wrong address for signature and didn't even check to see if it was the right address.

Even though we've updated it about 5 times now, they still haven't updated their system because every time I call they have the wrong address and phone number referenced in their system. Every time I call, they give me a different story and I don't know what to believe anymore. They always say they are going to call back and never do. Marlo customer service is terrible, their employees are rude, they lied to us several times and their "parts" department is never open, no matter what time of day you call. I will never buy anything from Marlo again and I certainly will never buy another warranty from them!

I purchased a leather sectional for my living room for over $5000. I was sold an extended service contract with my furniture. The extended service was supposed to fix any tears in the leather for 3 years. They came out once and looked at the furniture that had been delivered damaged. It's been almost 2 years and no one has returned to fix the furniture. When I called to ask them what they were planning on doing to fix our furniture, they said that they needed a serial number off of the furniture. We can find no serial number and they refuse to send someone out to look for it. So I paid for a service that they will not provide. We have since purchased more furniture for our home and we have gone elsewhere.

I purchased with cash a chaise to go with my grouping. I purchased this last August. I still have not received my chaise. They have not called and it was to be delivered 1-12-2010. I would like my chaise today!

I am so displease what the service that Marlo has been providing. I purchase a sofa with this the 1st 8 months my legs keep coming off. I call Marlo then sends over some guys to fix it half the time they never show up. When the sofa gets fix 4-6 months later it has fallen off again. I demand a new sofa this is a really bad experience that I have had with Marlo.

I went to Marlo's furniture store in Forestville and order mattresses and a dining room set (table and 6 chairs cost about $1500) on November 28, 2008.

Delivery was on December 20, 2008. It was late in the evening (after 8) and I was in the process of cleaning and painting. I had just bought a house and was getting it ready for move in. There wasn't much light. When the delivery came. Everything looked fine until a couple days later when my sister looked at the set in the light. I also noticed that there were different tags on some of the chairs meaning they were restocked items (had been delivered to someone and they returned them.

Called marlo in January, March, May,

The chair backs and bottom frames had several breaks/cracks that had been glued back together and stained over. When screws were put in, it split the wood in several places.

I called Marlo, they eventually sent a technician to look at the chairs. He saw the problems, took pictures and called the store. I was told if no one called back to check with the store in a couple days.

When I called the store I was told parts were ordered.

I finally received a shipment of 4 chair backs. The other order was delivered to the wrong address in Washington DC (my old address) had to reorder. I finally received the additional backs several weeks later.

I called the store to get them installed, was told the technician would call with an install date. Did not get a call back. I called again about the install. Installation date set for July 3rd.

When technician came and opened the box only one back was usable. The others were cracked, chipped, broken and glued. More backs had to be ordered. No bottom rails sent or ever addressed in the order.

I waited to hear from Marlo, never did. I went into the store and spoke with floor manager. She looked up the order and said the set was on back order (several customers waiting for set) and no chairs would be available until August 14th. She said Ms. Kirkland would call from Customer Service (gave me Kirkland's card) and that she would know the history of the order. I heard from Kirdland, she said more backs were ordered. I waited and called the store to find out the status. Parts finally arrived and install was on September 18th. Technician came, opened the box (was not complete order), one back was usable other was not (again another big chip in chair, could tell it was done at origination (chip was not in the box)). Technician install one back and called Marlo regarding the condition. I did not hear anything from Marlo after that.

I called Marlo furniture store on November 2, 2009 at 10:50 to inquire about the status of the order. A customer rep answered the phone and looked up the order. He put me on hold, came back and confirmed that the technician could only install one back and four had to be ordered. Said they had to get the order approved, that was done on the October 15 and they were going to place the order (Nov 2). I said that did'nt make any since for them to just be placing the order today for something that was approve don October 15th.

I asked to speak to a supervisor and was told I could not speak to a supervisor. Was told they (supervisors) don't speak to customers only the reps spoke with customers. The reps talk to the supervisors and they tell them what to tell the customers.

I asked for the supervisors name and he said it was Tiffany. I asked for her last name and he said they don't use last names. I responded with "the supervisor does not have a last name?" He said they don't use last names only first names. I asked again for the last name and he again informed me that they don't give out last names and that I could not speak to her. I asked his name and he said it was Gerson. I asked his last name and was told it was up to them if they gave out last names and he was only giving his first name.

I asked if the supervisor was Kathleen Kirkland and he said she was the Customer Service Professional in the store. They were not in the store they were customer service. I ask for the owners name and Gerson said it was Brakat. I asked him to spell it.

I told Gerson that I had been trying to get this issue resolved and that it has been going on since December 2008 and that I was going to get it resolved and that it made no since for them to just be ordering the backs if it was approved on October 15th.

On July 31, I went into the Laurel Marlo to purchase a dresser, however, ended up purchasing a bed and a dresser. My salesperson Patrick assured me that everything was in stock and wanted to know how soon we wanted it delivered. Gave us a choice of Monday through Friday - Since I was having company coming into town I asked that the furniture be delivered by Thursday. I received several phone calls confirming the delivery and I was informed that I had to be home otherwise they would charge me an additonal $75.

On Thursday, I got a call at 7AM to inform me that the dresser was not available and would not be in until after September 1st. It is now August 5th and I was never told that all of the furniture was not available. I called the store 10 times to find out what happened with the dresser and why I was not informed before my delivery. No one ever answered and I had to go to the store to talk to a "so called manager" name Donald who could probably care less whether I bought anything or not. I had already gotten rid of all of my old furniture and now I am left with nothing except a bed and my clothes are in boxes.

I asked if they would let me have the floor model - at a discounted rate of course - and Donald said I could get it but I would have to deliver it my self and they would not discount it and they would not reimburse any of my delivery fee since they delivered the bed. I asked for my money back and he said "whatever" and had someone else - who clearly did not know what he was doing - tried to rip me off and not give me the full refund. The whole crew was very unprofessional and when I was on my way home I received a call from some woman named Letitia H who claimed she was the Customer Satisfaction Manager and she was going to see if she could make things right. Yeah right - she was just trying to feel me out to see what I was going to do.

This year, the leather sofa and love seat that I purchased from Marlo's Furniture Store had cotton starting to expose from the pillow attached to sofa. I had purchased an extended warranty at the store. I made an appointment for someone from to store to come and look at the sofa. The gentlemen came out to my house and took pictures of the sofa and said some who would be in touch with me. I was sent a letter stating that the sofa could not me fixed. The store gave me a credit for what I had paid for my sofa.

When I went out to Marlo's, the sales person helped me to pick out a sofa. However, the store did not have a sofa like the one that I had purchased. I had to pick out a new sofa and love seat and pay the difference. On 5-5-09, I went to Marlo's and payed $100 on a balance of $394.69 which brought the payment down to $294.69. I went in the store on 7-25-09, and payed another $100 dollars and was told by the store that my balance was $394.69.

I asked the store how could this be when I had my receipt which stated I only owed $294.69. I was told to wait and see the manager. The manager Mr.Shakir was no help. I stood in his office for about 15 minutes before he even told me I could have a seat. He only went through what was in the computer and said that an adjustment was made that is why I have to pay more. He not once explained to me why adjustment was made without my being notified. He dis not seem to be very helpful. I told him I would go above him to seek help with this problem. When I was on my way out of the store, he came to the front of the store.

The young lady who helped me at first stated to me I see where the error is and you should only be paying $191.00 Mr Shakir stated that is incorrect, she should be paying $294.00. He also stated if you don't hurry and pay this you will loose your furniture. I feel that if anything the store owes me an apology. This is poor business. You don't make adjustments on someone's account and not notify them. I feel I should pay what was on my receipt.

mattress ( stern and foster ) were being damage just taken on and.off the bracket on the side that protect the corners came off from movement

I purchased a bedroom set March 27, 2007 from Marlo Furniture. It was delivered to me in pieces, not as an entire set. The delivery people continued to deliver the furniture over and over again although it was always damaged. My husband spoke to someone at the store and we were told that the same piece of furniture was being sent out and not new pieces. We finally received all of the furniture in June of 2007. Now, we've had three services calls because the furniture has had problems with the dresser drawers coming unglued, the handles falling off of the drawers, and the bed railing splitting and coming apart. We placed calls in for the service tech. to only be told that our purchased warranty will not be honored. I find this to be very dishearting, that I purchased this furniture and the warranty with no problems to now have problems when the product does not stand up to its value.

I was told that delivery may take up to two weeks. Since that time, I have been calling and asking on the status of the delivery of my furniture Each time, I was given an excuse that they don't have any idea of when my furniture will be delivered. Because it was being shipped from the manufacturers in China. Had I been told thsi in the begininng, I would have never bought the furniture.

It is now MaY 28, 2009, and I called Marlo's to confirm a delivery. I was told that it might be June when the furniture might arrive to the warehouse.

I then requested to cancel the order and have my money retured. I was told that I would have to go directly to the store, where I purchased the furniture.

The sales invoice states that after a certain time. I will forfeit a percentage of my payment. I refuse to give the stor anything since I never obtained the merchandise.

Last year 2008, I purchased a Black Leather Entertainment Sectional from Marlo Furniture and it was delivered Saturday,November 30, 2008 at 8:00am. We'll I happen to clean the furniture using the cleaner that came with it when I discover between the seams of all parts including the shoulder that the thread material was separated.

I purchase a 6 piece Black Home Theater set on the 09/01/2008but it wasnt delivered until 11/30/2008 Ive had this furniture 5 1/2months top, I explain my frustration and that my furniture is comingapart at the seam between the seating all 6 pieces plus on the shoulderarea. I was told that a Technician should be contacting me within seventytwo hours. I want to make this situation as simple and professional aspossible meaning not have to take time away and file any civil actions.

well, Marlo's being a Big Furniture Store that's been around for a long time that ranks themselves of excelllent quality merchandise I expect this from other low budget stores. They still giving me the run around about reinbursing my money. I don't want the furniture nor do I want a replace I just want my money and purchase somewhere else. I will never ever buy not so much as a picture from Marlo's again. Please help.

the one on display wasnt like that nor did it have a feel of cardboard in the arm otherwise i certainly would not have paid 900.00 plus for it get real

after going to the store they refuse to help me said it is customer service issue while i am in the store there were 2 other customers in there complaining about their furniture as well i only wish i would have known beforre my purchase the type of business marlo is and how they treat their customers like dirt.

i had saved for a sofa for months i am not rich am on disability and have deteriorating spinal disease and lupus i cant even sit or lay on this sofa now it is totally useless and cost me all my savings pls help me i cant get anywhere with these people ..one service manager even told me i was stuck in his words and to just deal with it the tech told me i had to sit on the sofa a certain way to make it work..????????????what whoever heard of such

I purchased a 5 year warranty for an Edo bedroom set purchased from Marlo's Furniture in Forestville, MD in 10/2007. On March 23, 2009, the left bedrail cracked and broke. I reported this claim 03-27-09. A technician came and took pictures April 14, 2009. He stated that it would take 3 to 4 days for the claim to be reviewed.

In essence, I have not had a bed to sleep on since the end of March. The warranty division of Marlo's has demonstrated extreem lack of professionalism and as stated to date, they have not contacted me. I want this situation remedied. I want my bed fixed or a new bed deliveded ASAP.

would just like to inform everyone about what horrible customer service Marlo Furniture has. We ordered a new living room set from them back in Aug. 08. The deliver crew was very rude while delivery the furniture.. When unpacking the furniture they realized they had forgotten the legs to our chair. The delivery crew said they would be back in a couple of hours with them. We noted the missing legs on our delivery order. After the delivery crew did not return that day with the legs to our chair we called Marlo customer service.

Every person I spoke with was rude and almost no help at all. They said they would order us new legs for the chair and deliver them to us. After several weeks of no legs to a chair we called again only to be told the same story. After over a month of this we where told that the chair is no longer available and we couldn't get legs to the chair. I told them I wanted a refund for the chair which they tried to refuse. For some reason they thought I should keep a chair with no legs.

After arguing with a supervisor they agreed to return the chair. I then told them that I also wanted to return the matching ottoman. They once again tried to force me to keep the ottoman that matched the chair with no legs. They kept stating the return policy of 4 days. I explained we would have returned the items within four days if they would have told us up front about not being able to produce legs for the chair. After several calls and hours on the phone with one supervisor after another they agreed to return the chair and ottoman.

This was back in October of 2008. It is now April of 2009 and I still have not been credited the amount for either chair or ottoman. I have just gotten back off the phone with Marlo customer service and am told I am being charged a 20% restocking fee. But my credit should be sent in soon. I strongly advise against anyone dealing with Marlo Furniture. Some of the sale prices seem good but the quality of furniture as well as customer service is very poor. I wont even get started on how the other items are holding up that we purchased from Marlo. I purchased a lower end product and got what I paid for. My complaint is being charged for items that I did not receive.

I spent over 5,000 dollars at the Alexandria store on April 1, 2009. My salesperson was extremely helpful. I was told by my salesperson that I would be able to contact delivery and confirm a time by Thursday (April 2ed) or Friday morning( April 5th) because I had to work on the day of the delivery (April 4th). I called the coorporate customer service center on Friday April 3ed and spoke with two different women. I was told I could not have the number to delivery (even though I live on a military base and would need to sign on the delivery truck).

I asked to speak to a supervisor and twice I was transfered to voice mail and the thrid time I was told there was no supervisor. I then asked if someone could call diverey for me and ask them for a time frame for the delivery tomorrow and I was told that would not be possible till 3pm (which would have been fine if I would have known that prior or if the customer service had dealt the the siuation better). The woman who I was speaking with then got an attitude saying there was nothing she could do. I called back to get her name and was not I could not get her name.

I have to miss a day of work on Saturday (April 4th). I I would have known this I would not have made plans for the delivery. I cannot cancel the delivery bc I move into my house that day and I need furniture (I planned this as my move in day after I bought my furniture and planned on having it delivered on Saturday April4th).

Last Sunday March 8, 2009 my family and I went to Marlo Furniture store in Alexandria, VA. We were looking around then entered to their clearance center. We saw a two piece sofa-loveseat that caught our eyes. A guy who was sitting there shouted at us that we could have it for $799. I told him the price was $999. He again said in very rude manner that I said it was $799, it is damaged. I looked at the damage laughingly said how about $700. Very disrespectfully he said get out of here now and something foreign, whatever he said. I looked at my wife and she looked at me. We were wondering if we said something which we did not. My kids (5, 9 and 11) who are very polite looked at us and said why this man said this. Because you are foreign looking! They did not include themselves because they were borne here, but do look foreign any way.

We wanted to leave. I was very disappointed and sickened by how we were treated. The sales person who earlier offered us help (Mike) apologized for his action and talked to a senior sales associate. He told him to go ahead and write it up $700. We were not interested, but he was a nice guy and wanted to defuse the situation and save face for he Great Marlo Furniture. My wife said OK. Then they the manager apparently said no. I got the telephone number to complain about the clearance center manager for his rude action. The next few days I called about a dozen times could not get anywhere. Since the sales associate told me to call the next day and he will help us if we want since I did not want to deal the rude guy.

I called him two days later tell him still I wanted to complain about the rude guy. He said I can sell you that set and just forget about that crazy guy. I said Ok. He called me back and said the set was sold. Today, I went there and saw the set, but the price was changed to $2090 the same damage set. I wanted to complain to the manager about the rude guy, but he did not have time for me. They send me to another manager who got my name and number and offered to help. Last night my 9 years old said, Dad, we are American citizens why that guy treated us like that. I did not know what to say to him.

I am extremely disappointed in Marlo, not only insults and disrespectful also liars and cheaters. I have been in retail business for the past 2 years and I am a firm believer of honesty and good customer service. I am currently a trainer of sales associates and sales managers who want to be successful and do everything in line with compliance regulations.

My kids were badly affected by this, psychlogically. They keep talking about it. We could have bought the set for that $799, but did not want to see that guy again that very day. Now they purposely changed the price. The two sales associates (Mike and Montie) know that as well. I am looking to take legal acton against Marlo.

My mother purchase my furniture on Dec 28, 2006 and i had my furniture cleaned nurermous times since than at my apartment home and the last time he came i was given a product by the marlo's furniture manager at the rockville store she told me that it would get any stains that i have on my furniture, i have wrote them a letter and they keep on not trying to accomondate me when i have a warranty with marlo's they are telling me that i needed to report this incident within 5 days and i did they gave me the date of july 26, 2008 to come out and clean it , remember that i said that they cleaned it once before and it was nothing wrong with the furniture until they gave me the product and i used it.

I have been quite unsatisfied with the lack of professionalism and customer service of Marlo Furniture and their affiliates US Quality. I initially ordered a couch from Marlo in November 2008 that began squeaking within 3 weeks of delivery. It was apparent the coach was poor quality and I attempted to return the item. Marlo's policy is that first US Quality must come out and attempt to fix the item before it can be returned. I waited weeks for the US Quality man to come out look at the couch and tell me he can't fix a couch and that this item has received numerous complaints. I then had to call Marlo back and wait weeks for them to send someone out to get the furniture. However they won't pick up furniture until you re-select something else as they won't give you your money back.

Fast forward to January 09 when I am finally able to have the old couch removed and replaced with 2 dressers I picked during my re-selection. Within 2 weeks the drawer came out of one and will not go back in. The other dresser seems to have a drawer that is stuck as I've never been able to get it to open smoothly. I called Marlo who made me call US Quality who had me wait a month to try to repair the dressers. Now it's March 09 and I called US Quality to make sure I would receive a 30 minute call ahead so I could leave work and let the repairmen in.

Even though the repairmen left me a voicemail agreeing to do so and repeated my work number back to me he never called. So before my 2 hour window was up I called US Quality and somehow my request had disappeared from their notes and I was simply told that he left to handle other service requests. It wasn't until I offered to play the message from the repairmen acknowledging my 30 minute call ahead request that I was told the manager agreed to reschedule my appoint for 3 weeks from today. At this point I want my money back and the poor quality furniture out of my home. I will never buy again from Marlo.

They have cost me my time and money from the numerous times I have had to take off work to comply with their broken process.

!!!Short story broken chair i call customer service to explain what happen to the chair with the broken bottom i bought the table and chair on dec 7 less than 90 days and customer service told me that their nothing there could do about if that is so could some one explain why i spend lots of money with marlo and this is how their treat paying customer.

Chair with broken bottom the part u sit on

broken chair. i call customer service to explain what happen to the chair with the broken bottom. i bought the table and chair on dec 7. less than 90 days and customer service told me that their nothing there could do about. if that is so could some one explain why i spend lots of money with marlo and this is how their treat paying customer.

Chair with broken bottom the part u sit on

BUYERS BEWARE After looking around for a week or so at couches, my wife and I found ourselves at the Marlo's in Laurel, MD. We finally found a L-Shaped sofa that we liked during their so called 22 MIllion Dollar New Year Sale. We paid the $1300.00 on the spot and were told we would be notified by the warehouse on a delivery date in a day or two. SURPRISE! We are sorry but we do not have any of them in stock and the first date of delivery will be on January 20th. OK! The 20th came and went and now told the 28th! NOTHING! It will now be on the first week of February! Still Nothing!

Latest word is now the 28th of February. With this, WE still have our doubts! BOTTOM LINE - MARLO FURNITURE has and continues to have sales without having the product in stock for delivery and now do have YOUR monies! Never did the EVER mentioned that my purchase was to be made and then shipped. Also, they REFUSE to give you the companys name. Take a good look when you are there for ALL furniture has NO manufactures name.

BEFORE BUYING ANYTHING check and see that the WAREHOUSE has you item and get a delivery date prior to your leaving in WRITING! If they cant do that, then WALK away! Thank God that we didnt sell our old furniture before getting the new! It would now be 6 WEEKS sitting on the floor in our living room! Disgusted and NEVER AGAIN!

BUYERS BEWARE After looking around for a week or so at couches, my wife and I found ourselves at the Marlo's in Laurel, MD. We finally found a L-Shaped sofa that we liked during their so called "22 MIllion Dollar" New Year Sale. We paid the $1300.00 on the spot and were told we would be notified by the warehouse on a delivery date in a day or two. WELL SURPRISE - SURPRISE! We are sorry but we do not have any of them in stock and the first date of delivery will be on January 20th. OK! The 20th came and went and now told the 28th! NOTHING! It will now be on the first week of February! Still Nothing!

Latest word is now the 28th of February. With this, WE still have our doubts! BOTTOM LINE - MARLO FURNITURE has and continues to have sales without having the product in stock for delivery and now do have YOUR monies! Never did the EVER mentioned that my purchase was to be made and then shipped. Also, they REFUSE to give you the companys name. Take a good look when you are there for ALL furniture has NO manufactures name. HOW NICE! BEFORE BUYING ANYTHING check and see that the WAREHOUSE has you item and get a delivery date prior to your leaving in WRITING! If they cant do that, then WALK away! Thank God that we didnt sell our old furniture before getting the new! It would now be 6 WEEKS sitting on the floor in our living room! Disgusted and NEVER AGAIN!

My mother who IS disabled, purchased a sofa Marlo Furniture in Laurel Maryland that was NOT delivered. They told my mother they would be here between 3-6pm and got here after 6pm. The man didn't even attempt to put the sofa on the elevator, he just assumed it wouldn't fit, without knowing for a fact that it wouldn't. We HAD a sofa that was just as large and we moved it into the building just fine, so what is the problem? Why not try to get it on the elevator first? Because of being told the sofa would be delivered on Thursday,

Friday 12, 2009, my mother paid $50 to have the apartment management remove our old sofa, so now with the failure to deliver the sofa, we have minimal places to sit in our living room which is unacceptable considering my mother is an amputee. When she called to ask them if they could carry it up the stairs, they told her they are not obligated to deliver above the 3rd floor. We live on the 4th floor (only four floors in the building), however, why didn't someone say this before my mother went all the way out there, purchased the furniture, sat and waited for the delivery to be told this information?

This is an outrage and frankly with the economy the way it is, and the way stores are closing, consumers who are spending money on products should have their product delivered WITHOUT excuses. I will be contacting the CEO of Marlo Furniture because apparently judging by the numerous complaints, Marlo Furniture has a bad reputation with customers.

Dining Table has split in the Top, Customer No-Service, indicated a technition would have to come and inspect the top to make sure I hadn't damaged it.

Three tables that were ordered, also came in unassembled, were not the ones we ordered. (None of the numbers on the sales slip or on the boxes matched).

I was told it would be 72 hours before a technition could schedule a visit to photograph the table to determine whose fault the split in the top was.

I would never buy another furniture item from this Company. Marlo's operation is the poorest functioning furniture store I have ever seen, and I was in the furniture business myself for 15 years!! STAY AWAY or get ready to PAY!!

I brought a king size grand bay pillow top mattress set on June 2008. The mattress started sinking in, so I called Marlo's to inform them of what was going on. Someone told me that I can schedule for another mattress and I told them that I wanted another mattress not a pillow top but a firm one. So I was told by Lauren in customer services that I can come in to find a mattress the same amount of what I paid for for the one I have now. Of course I got the mattress on sale and there wasn't one in the store that cost equal to the value I paid for mine, so I had to get the same one I had. So I schedule to get the same kind of matterss I have already have.

Well lord and behold we scheduled another appointment again for December 12th and no one showed up. I called to see where was the driver, the lady put me on hold and came back to say you never got a phone call to tell you that they had to return the mattress because something was wrong with that one as well. I told the lady they need to come and pick up the one I have at home because if that one was defective and mine at home is defective, I am sure all the rest of them are. She said I will tell you right now that will not be happening, they will not give me back my money nor pick up your mattress being though it's a 48 hour time frame if you want your mattress or not. There is more to the story but I feel I have covered all that need to be put on this compliant. I am so upset that I will never step foot into Marlo's again and I will be discountining my credit card I have with them. I will also be filing a small claims against Marlo's.

My husband Mitchell and I purchased on a saturday 11/15/08 a stock E-Z rider furniture set in gray/charcoal (the only color they carry in stock- other colors are special order and take weeks to arrive). We got the stock color becuase we had an awful experience waiting for a non stock item there before and we did not want to wait for anything to arrive.

The earliest we could get delivery to our area was Thursday 11/20/08. On the delivery date they sent a gray/charcoal loveseat and a brown (special order color) sofa along with three tables in boxes. The sofa was sent back because it was the wrong color. Once I contacted to store- they did not contact me and has repeatedly failed to return any of my calls; they stated that my furniture was unavailable until December 5. At that point I tried to explain that my furniture must be in someone else home because I was sent a special order color, they said there is nothign they can do I had to wait. I expressed to them that the purpose of purchasing a stock item was so we didn't have to wait and that I wanted a refund.

The told me I would have to pay a 20% restockign fee on the love seat and three tables (which I later- once I opened the box discoverd were the wrong color). I told her that it was no fault of my own that they sent the wrong merchandise and that they have failed to live up to the aggreement where I paid them in full a week in advance and I have yet to receive my merchandise.

I contacted my sales person, Natalia and she spoke with two of her managers, Roberto and Martine and she told me I was not to be charged the restocking fee because MARLO had failed to live up to their contract and that Martine would send a message to customer service to have them waive the restocking fee and I would be refunded my money, this was Saturday 11/22/08.

At this present moment on 11/27/08 all my numerous efforts to reach Martine- the manager have failed, she has not returned any of my calls. Customer service says that they will nto waive the 20% restocking fee to refund my money so my husband and I can purchase our furniture somewhere else. I have received no aid in remedying my situation, I feel as though I have exhausted all my avenues and Marlo has had my money in good faith for two weeks now and I have no merchandise to show for it. I woudl love some assistance in getting my money back.

I paid a little over $2000.00 for furniture I do nto have. I have taken time off work to deal with this. I have gotten no help from marlo, they do not care because they have my money and my furniture!

The rare time I have met him, he have made promises. The last time was on November 13, 2009. He told me that:One hutch has been located in Marlo Rockville. There are some missing parts. I have contacted them to have it fix. Call me tomorrow between 12 and 5 o'clock. He gave me his business card and wrote down the extension number where I could reach him the following day. I did called and could not reach him because he could not be disturbed, attending a meeting. I left him an email. So far, no action has been taken.

The whole furniture that I bought includes a bedroom, a living room ans a dinning room. They are made of the same model. None of the pieces is interchangeable. In other words, the missing hutch cannot be replaced by any hutch. Due to the non-delivery of the hutch, some of our valuable tableware and cutlery are kept in not safe places. Consequently, some pieces have been broken and/or misplaced (lost).

Marlo Furnitures at laurel hired the most unqualified, irresponsible and unapologetic employees in the country.I purchased some furnitures from marlo and they promised delivery on 10/30/2008 but when I didn't hear from them I decided to call only to be told the order was cancelled because they were out of stock. Without calling me before making this decision knowing someone will have to take the day off from work to wait for the delivery.

On September 12, 2008, I went to Marlo's in Forestville, MD to look for bedroom furniture. After looking around I saw a beautiful bedroom set. I purchased that bedroom furniture and and tv stand. I put $1,200.00 as a deposit and the following day paid for the rest. I was told on September 12th that this furniture would be deliver on October 1, 2008. Then the day before delivery of my furinture, I got a telephone call from Ms. Hillard stating that they would have to cancelled my devlivery for October 1st to October 8th.

I ask Ms. Hillard if my furniture would be deliver on October 8th. She went to the manage to find and came and told me that the furniture would not get into the warehouse until October 12, 2008, and that they do not deliver on Mondays. So, I informed Ms. Hillard that I would be out of town from October 16 through 21st. We can have delivery for October 22, 2008. Marlo's deliver section called me on the 21st to informed that they were going to make delivery on that Tuesday morning; which I told the gentleman that my furniture is schedule for Wednesday morning.

On my way from work on Wednesday morning, I called Marlo's to find what time they would be deliving my furniture. I was informed that my name was not on the list for delivery. Also the gentlemen told that the base of the amorie I selected was not in. It has not arrived from the company yet. At this point, I am furious with Marlo Furniture Company. I have paid over $4,300.00 in furniture, and still can not get ALL of my furniture or a true delivery date.

As of yesterday (October 22, 2008) I went to Marlo's yet again to find out when I can expect ALL of my furniture and a true delivery day. I was told on yesterday that every piece of my furniture would be deliver on November 6, 2008. When and if I every get my furniture I will NEVER deal with Marlo's Furniture again. I will tell all of my girlfiends what happen so that they will not go there either.

We purchased a combination of two sofas and a chair from Marlos in Northern Virginia in April 2008. The set was finally delivered about a month after they promised. Unfortunately, one sofa was damaged underneath - which we didn't see until we had the sofa for several days.

Long story short - we still have the damaged sofa with no resolution - in October 2008!! We would call customer service, be told that a service rep would call us within 48 business days to set up an appointment, and then never be called. Repeat this scenerio about ten times! We have talked to so many customer service reps and so many showroom reps with no success that we are convinced Marlo has a policy of stalling on such claims in hopes that the consumer will finally give up and live with the damaged furniture. We are hoping that having our Visa card company put a hold on the payment will do the trick.

Lesson: We will never buy from Marlos again. If you must, buy it off the shelf - don't trust their delivery. If you are daring enough to get this far, closely inspect the furniture before they get it off the truck. Don't even THINK of accepting damaged furniture in the hopes they will remedy the situation later. I'm simply amazed at how little they care about their customers.

I had bought a living room set from Maarlo Furniture over a month ago, the initial delivery date was on week from delivery. When the set arrived it was damaged so we returned it, on the second delivery it was damaged and I had to send it back. On the third delivery date almost two weeks later they never showed up for service. On Monday 9/22/08 I went to the store to try and talk to someone in person, but they gave me a phone and told me to talk to costumer service were they stated they couldn't do anything and would call me back later, they have still yet to call. I can't seem to be able to contact anyone know and don't know how to get a hold of either the living room set or my money back.

I have lost three days of work, and we are know paying intrest on a piece of furniture that we don't have.

I have a 5 year warranty Started to have furniture problems because the fabric was coming apart. Went to Marlo Furniture and spoke to a Manager named Ms. Miller, she said that someone would contact the warranty department to give us a call. This was in 2007, Waited and waited. Called her and yes spoke to her, she told me that they could not do anything and that I would have to call myself to the warranty department. Whey didnt she give me a call, or tell me this information when I spoke to her face to face.

She gave me phone number to call. I told them the problem, I waited and waited, when I called them they said I have to call another number. Finaly someone came to my house and checked out the furniture, we told him how difficult it was to get in contact and a answer from them. He said that we should keep calling and calling if we needed to speak to someone and get someone. He said that he would report the furniture situation to the warranty company and that they would give us a call.

This gentleman came to my house about 2 months ago. I have the 301 again, they told me today (SEPTEMBER 8, 2008) that they are still waiting for an answer or a fax to come through. Needs this fixed sometime this year hopefully!

I went into the store on 8/2/08 to purchase family room furniture. I was promise that the furniture would be in stock by 8/15/08. Of course on that date the furniture was still not in stock. Nearing 8/15/08 I called and no one returned my call. I stop in the store only to be told by customer service the furniture wouold be in the store on 8/29/08. Again, nearing 8/29/08 I called and no one returned my call.

I stopped in the store once again to be promise a date of 9/6/08. On 9/6/08 I called and spoke to christy who informed me that the furniture will be in stock in a couple of days. I am still waiting!

The mentor frustation and aggravation with the store personnel is unreal. I will never in my life time attempt to make a purchase from Marlo.

Also the furniture is just breaking down, the arm of the chair has just collapsed and boards are loose. I dont know if it is dust mites or termites. It just looks a mess, I paid $1338.81 cash for this furniture and also purchased a 5year warranty. I have received nothing but the worst service when calling for status of my claim, one of their technicians came to the home and took a look at it on 7/24/08. My oldest child is 12 years old and there is no playing or romping on the furniture which would cause this sort of breakdown. I am afraid if I keep this infected furniture in my home I will have to replace everything in the home. The longer this furniture stays in the home more areas are going to be affected.

I am writing this complaint letter not to seek any type of pecuniary benefit, but merely to express my extreme frustration with Marlo Furniture's Customer and Delivery Services. Background of my purchase/delivery is as follows: On July 13th, my girlfriend and I purchased a sleeper sofa, nightstand and ottoman from Marlo's Rockville, MD store. The sales person who assisted us, Natalia, responded to our concerns about Marlo based on an experience 3 years ago with repeated statements of, "don't worry baby, I'll take care of you." Based on these representations and the fact that Marlo would deliver our items on July 18th, we proceeded with our purchase. On July 17th, I received an automated call from Marlo Delivery confirming my delivery window as from 3-6 p.m. on July 18th.

On July 18th, I left work early so as to be home on July 18th at 3 p.m. At or around 5 p.m., I called Marlo and was told that my delivery would be imminent. As of 6 p.m., the delivery had not yet occurred and I received a call from Marlo delivery saying I should expect the delivery around 7:30 p.m. Although not pleased by this development, I was excited to receive my merchandise, and understand that deliveries are very often inevitably delayed.

When 7:30 came and went without a delivery, I called Marlo Rockville and Marlo corporate. It took 45 minutes to finally talk to a live person, and I was informed that the merchandise was still scheduled for delivery and I should expect it soon. At 8:45, I received a call from Marlo Delivery stating that the truck had broken down and I'd need to reschedule. I tried to find out my options when the representative then hung up on me. I then tried to call Marlo Rockville and spent 30 minutes being bounced to voicemail after voicemail. I was so frustrated I then got in my car and drove to the Marlo Rockville to speak to a store manager.

I was able to speak with Martine M., the store's Sales Manager. I explained to her my frustration with the delivery process so she refunded my delivery fee and promised me that she would take care of ensuring that I would receive the first delivery on Tuesday morning and that she would call me on Saturday, July 19th to confirm the details. I waited all morning for her call. At 1 p.m. I finally called to find out when I should expect my delivery. Since she was unreachable I called Natalia who said she need to find out what was arranged and would get back to us shortly. She did in fact call back within the hour, informing me delivery would be first thing, i.e., 7:30 a.m. on Wednesday, so I wouldn't have to miss work.

On Tuesday, July 22nd, I received a call from Marlo Delivery telling me that my delivery time was 10-1 on Wednesday the 23rd. I was surprised so I called and emailed Martine. By the time I was able to speak to her, she assured me the system had us receiving the merchandise by 7:30 a.m.

You can now guess where the story is going-- Wednesday morning comes and goes and no delivery has occurred. I leave messages for approximately 8 people in either in Marlo Rockville, Marlo Delivery or Marlo Corporate. One employee, Ms. P. took the time to listen to my concerns and explained that the truck would not be leaving the warehouse until 1:00pm, but that we were the first delivery. She agreed with my feelings of frustration and offered me a 200 gift certificate to Marlo, which I declined saying that based on this experience, I highly doubt I will ever shop at Marlo again. She then offered a $100 refund, which I accepted. At this point, I have now spent all morning away from work waiting on this delivery.

Around 1:00, I received a call from Marlo Delivery informing me that they can't find the couch and they asked whether I still wanted the other two items. I asked what happened to the couch, the same couch that they had ready for me on Friday and supposedly at 7:30 a.m., and am told they don't know where it went. I am beyond frustrated at this point and place numerous calls, all to no avail. I tell Marlo delivery that yes, I'd still like the items and they need to find the couch. The delivery personnel arrived at around 2 pm and told me that the truck they drive was never scheduled to leave until at least 1, so whoever told me 7:30 or 10, was grossly incorrect. That did not improve my mood. They do however tell me that my couch has been found and will be coming shortly. Three hours later the couch arrives. It is so damaged that even before I notice the damage, the delivery personnel ask me whether I want to accept such a damaged item. I of course declined.

I tried calling various Marlo offices about 10 times, without being able to reach someone and was so fed up, I figured I'd call the next day or drive there. The following day, after not receiving any type of call from Marlo, I called and finally was able to reach the ever elusive Natalia. Apparently Marlo's voicemail boxes do not work, so any messages one leaves, do not get heard. That may explain why the messages I left the Marlo Rockville's Store Manager, Ms. W. were not returned. It does not however explain why the messages I left with the Marlo operator for Ms. W. were not returned.

Natalia claimed she thought I had received the delivery and became very argumentative when I expressed my frustration, almost to the point where she was yelling at me. I asked if it was possible to receive the sofa the next day and she said she'd call me back. She called about 30 minutes to let me know they did not have this couch in stock so they would just refund my money. I should expect a check in 10 business days.

My conclusions are as follows: Marlo Rockville does not have an efficient answering system. If a live person does not answer when you press 0, you are sent to a random voicemail. If you do speak to someone, they tell you they will check into it and you never hear from them again. Marlo Rockville also has very little clarity into Marlo Delivery--there seems to be a fundamental breakdown between these two entities because the right hand never knew what the left hand was doing. Not only that, not a single person every really apologized or took any type of accountability for all the delivery problems.

My final conclusion is that I will be vociferous in telling everyone I know who is looking for furniture that they should never, under any circumstances, consider Marlo. Coincidentally, when I told this story to my friends and business acquaintances, more than one person told me that they could have informed me how bad Marlo was with their purchases and that they share my sentiments. In the end, it isn't as much about the wasted time and energy I spent trying to get this couch, but rather about how at no point did anyone at Marlo take accountability for the problems that occurred or express any type of remorse about the situation.

I purchased furnture (book shelf & Desk set) in Feb. 2008. It was delivered on or near Mar. 2, 2008 as I required a Sat. delivery. In early May (late Apr), the shelf required repair and was taken care of properly and timely. Subsequently (about 1 week later) the desk drawer began to separate from the seams and required repair. A technician came out to assess and determined the drawer had to be replaced. It has now been just shy of 2 mos. and I have not received the part/new desk drawer.

No one in Customer Service has been able to get provide any assistance to me in getting the part. The only responses I receive have been to pull-up my account, reading it to me repeatedly, and telling me someone will contact me within 48 from the parts dept. w/an ETA or estimated date for delivery. My calls requesting to speak to the head of the customer service department are repeadedly refused as have my request to contact the parts dept.

Too much time is passing and I have yet to resolve the issue w/my desk. I received outstanding service, of course, in purchasing $2,000 worth of furniture and little to no servie for a seriously delinquent repair request. The bottom of the desk drawer has separated from both sides. The technician determined it could not be repaired and ordered a new part/drawer. I wish to have either the drawer replaced within the next 7 business days or the desk replaced with a new one.

I purchased my kids bedroom furniture at Marlo on Feb. 10, 2008. They have a sale with free delivery. After compilation all paperwork, the salesperson told me the items are not in stock. He said it would take about three week to deliver to your home, so we agreed to deliver furniture on March 4, 2008. Three days before delivery we received a phone call from Marlo Furniture about delivery, saying if no one is home they will charge us for re-delivery: $75.00. Anyway, I took off my work on March 4th. They were to deliver between 1 PM and 6 PM. I waited all day, but we didn't receive any delivery from Marlo Furniture. I called around 5:30 PM. to find out what was going on. The lady told me they are on the way. Around 6:20 my husband received a phone call from delivery driver, and he said we are not able to deliver your furniture today. He had a truck problem.

I told him they are a big company and need to arrange for another truck and deliver my furniture today. I took off my work and waited all day for my delivery, and they did nothing. He was a very rude person; he didn't listen to anything, and he said someone will call me within 30 minutes and hung up the phone. I waited until 9:00 PM; no one called me. Then I called the next morning to find out what's going on. I spoke to the most rude lady I've heard in my life. She didn't know how to help the customer, and she didn't listen to what I wanted. This was a very bad experience with Marlo Furniture.

On March 6 we received a phone call that delivery will be on Saturday, March 8, without a time frame given. Before delivery they called to say they will deliver our furniture between 10 AM and 1 PM. They came at 1 PM when it was then raining, took the furniture from the truck, did not cover it, and the furniture was dripping wet. They didn't care. My husband and I used towels to dry it ourselves. me and my husbant use towel to dry. The most important upset was that they charged me delivery charges, after all! I called so many times to find out when they were going to deliver, that I did not get the names of who was responsible for all this. Marlo Furniture is a large company that needs to be looked into for not being concerned for their customers.

My husband and I purchased a living room set back in April, and we were told that we would receive the tables the following week along with the sofa but that the love seat was not available until 2 weeks later (May). When the tables and sofa arrived we noticed that the sofa was damaged and the delivery guy told me to just take a marker and darken the area that was chipped. I refused the sofa as the set cost me $3,500, and he told me to call customer service, and they told me to have it returned and they would bring me another one in 2 weeks along with the loveseat.

After 2 weeks, I called to find out about my delivery date (as they instructed me to do), and I was told that neither the sofa nor love seat would be available until the end of June. I was transfered to multiple rude people including delivery, the manager, the sales person that sold us the items, etc. and no one could help. Finally they agreed to give us back half the money we paid and told us that we would get the rest once they picked up their tables. We set a date for the pick up of the tables and a time, which was 2pm. At 10am, I was at the hospital with my mom, and the delivery guy called me and said he was at my house already since he was in the area. I told him that I was at the hospital about 30 minutes away and he said to call him back when I was home. Once I got home I called him and he said that now he was too far and would not be able to return until my original delivery time of 2pm. I told him that I could not keep going back and forth and that I would appreciate if he came back and picked up the tables by 1pm so that I could head back to the hospital since he made me come home early for nothing. He refused and threatened to charge me $75 fee if he had to come back.

Again I spoke to several people that were no help at Marlo customer service. We were told that the next pick up date would be next week and we explained to them that we would be out of town then. They said well, you can drop it off. The next day my husband went to the store and tried to drop off the tables himself and was told that the wearhouse was closed and that he could not drop them off. They ended up calling the police because my husband refused to leave with the tables. The police was a witness and told my husband to return the next day. My husband had to take an extra day off work and go back to Marlo to return the tables and our money was refunded the next day. I would never shop at Marlo's again.

Not to be believed! We went to buy a couch July 4th. Told the salesman that I needed it very soon and he assured me it was in stock. After I bought it and paod for delivery they told me it was not in stock. I waited months and had no couch as we had thought a new one was coming. Then they refused to scheule it at any time we could receive it. The automated machine scheduled delivery when we were overseas and filled up our answering machine.

The store manager told us to call David W the regional manager but the store where he was supposed to be reached told me that he never takes calls from customers and asked me who dared to tell me I could call him. THen my husband went in and tells them I would be home Mon, Tues, Wed and they could come these days but not THurs or Friday. The automated machine called and said they would deliver Thursday! I had to spend an hour to get through to someone and told them not to deliver it on Thursday.

Thursday when I was on a very important conference call for work they called and said they were on my street. I told them I would come out and get them in 5-10 minutes as soon as I could hang up and get my coat. He said they had busy schedules but agreed to wait. I ran out in the cold and there was no truck from Marlo.

I bought my Furniture in 2003 and the sales person convince me to buy warranty while I have kids, So I got a 5 years warranty. In 2006 after a birthday party I saw some dameges in my sofas. I called the warranties department and after over one hour waiting on hold , I spoke with someone which got my info and gave me my claim number and asked me to fax them all my purchase and warranty paper. Which I did. I waited months nothing happened, I tried to call again but I couldnt get nobody on line waiting up to one hour and I dont have free time to spend over one hour on hold so I e-mailed the warranty department and after a few weeks they e-mailed me back and sent me some forms and asked me to fill them out and fax them back which I did. after weeks I received a letter from STAINSAFE compmanies which says that they will replace my furniture and I will recieve a phone call from Marlo and If I dont hear from them Up to 6 weeks so I should call Marlos customer service, which I did.

I called them today and the person named KATRINA very rudely answered that there is nothing that she could do for me.

My wife and I just moved to Frederick MD and we were in need of new furniture. Well, we stopped by Marlo furniture because they had a good deal for that day. On Jan 5th we purchased a dining room set, a wall unit and a coffee table that up to this date we still don't have in our possession. Originally they scheduled delivery on the 3rd of Feb... (almost a month later) Well we waited and waited that day and nobody ever showed up. That same day we tried calling many numbers that Marlo had listed but every single number redirected us to their useless automated system.

We tried speaking with a Marlo operator but everytime she tried connecting us to the warehouse she ended up hanging up on us. After almost TWO hours, we decided to drive to the store (45 min drive) when we finally reach Jackie (Sales Rep) and the manager on shift, they tells us that the warehouse tried calling to confirm delivery but since we did not confirm, they cancelled my delivery. We were absolutely sure that Marlo had not called, so after doing some research, we realized that they called the wrong number and that's why our delivery was not confirmed. Then they rescheduled the delivery for a week after.

The day of the delivery (11th) they call us saying that the driver had problems with his drivers license and was not able to make it to our home. We argued and argued to get them to send a different driver that same day, but they told us that it was too late and the earliest they could send someone was the following wednesday. By then we are getting extremely irritated because now my wife has to take a day off from work (in which she gets paid hourly) to receive a delivery they should have brought a while back. That Tuesday they call us back saying that Wednesday will not be possible since the roads might be in bad shape (understandable) so now my wife has to change her requested day off for thursday instead.

Finally on Thursday they arrive with only half of my order! When we ask them why, they tell us that the day we purchased the furniture, one of the items was not on stock (the wall unit) and when it did come on stock, someone failed to update our order. This is ridiculous! Now we have the wall unit scheduled to be delivered the 25th of Feb. My wife and I TOTALLY regret purchasing from this store.

I bought furniure on 5/1/06 and was given a delivery date of 5/31/06. I called about a week before the delivery to make sure everything was still on schedule only to be told that the delivery date was now 6/6/06. I called on 6/1 to make sure things were still on track, only to be told the 7th was now the delivery date (not to bad I thought, it was only a matter of a few days). However I called on the 5th to check delivery and was told it had been pushed back until the end of the month!

WHERE DOES MARLO GET THEIR SCHEDULED DELIVERY DATES?? My money is good... their business is bad!!