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Marlos' Furniture / Rude employees

1 United States

I purchased my Dinning room set (a table and four chairs)) from Marlo’s Furniture Laurel store on November 2005. It was a terrible experience for me from the start . It all started with the delivery, when we noticed that one of the four chairs were missing ( even though there were four boxes, one was empty ). We called them right away and informed that one of our chairs were missing. We were instructed to call your Forrestville location and report this, which we did. We went through the whole what ifs scenarios before we got it resolved. My husband finally got the go ahead to pick this at your Forresville location, which he did. Only to find out after we arrived home and open the box, the back of the chair had a cut in the back (looks like a razor cut to me). I've tried without any success to get this matter resolved, and again I got the what if scenarios.( Stating that, how they know that I am telling the truth. Which I found to be very embarrassing, as if I'm a thief and a liar). It go to the point where I didn't’t want to call them anymore because I knew they were just going to transfer me around to deal with their unprofessional employees. Finally, I had the chance to speak to Iris the store manager, who said that she will go ahead and order me a back for the damaged chair which should be delivered in about a week form the time I spoke with her ( March 8th, 2008 ) . Almost three weeks later, and still no chair back, so I kept calling and calling to speak to Iris, and every time when I call with speak to her, she is either on the phone or in a meeting, and I am told to leave her a message. Which I do, but she never return my calls. I called again…….again………. . Still no response. Every time I called I have to deal with rude employees ( Kathleen, Joy and Kenitra). I had to chance to speak with Kathleen this morning ( March 13, 2009 ), and at this point I am very frustrated, and angry, and we started yelling at each other. Telling me it is Iris's problem and not hers before she slams the phone in my ear before. I am very appalled that a store of this magnitude, offers such terrible service. I will suggest that your customer service staff needs proper training ( I would say you whole department from managers to delivery staff). They don’t care about me and are not afraid to lose me because I already paid everything( in cash ) and I am just their ONE customer. I am tired, but I still want to fight. I don’t want this happen to anybody else anymore.


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