Menu
Marlo Furniture
Marlo Furniture Customer Service Phone, Email, Contacts

Marlo Furniture
reviews & complaints

www.marlofurniture.com
www.marlofurniture.com

Learn how the rating is calculated

2.6 53 Reviews

Marlo Furniture Complaints Summary

21 Resolved
32 Unresolved
Our verdict: Dealing with Marlo Furniture, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
Verified
The authenticity of the customer service contact information for Marlo Furniture has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Marlo Furniture. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Marlo Furniture reviews & complaints 53

Sort by:

Newest Marlo Furniture reviews & complaints

ComplaintsBoard
R
7:33 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Marlo Furniture rude employees

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.

Read full review of Marlo Furniture
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
T
5:24 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Marlo Furniture gas rebate

Beware when they send you a reward for buying something. I purchased $1500 worth of furniture and was to receive a $100 gas card. No one at the store knew how it worked and told me I would receive something in the mail. After a couple of weeks, I was told I had to wait 12 weeks and it should show the gas rebate on my receipt. After 12 weeks nothing came so I called only to find out I was supposed to download a form online and send it in. No one at Marlos had the information to get the form and they would said they would call me back. No call came after a week so I called them back. I sent an email thinking I would get a reply, of course nothing. I called back again and after being on hold I finally received the form information only to find out it is void after 30 days of the furniture purchase. I have to now fight it out with Marlo so they hold up their end of this bargain.

Read full review of Marlo Furniture
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
G
9:48 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Marlo Furniture no customer service

I purchased almost 10, 000 dollars worth of furniture in August 2007 for a new home. living room sofa's were 1000.00 dollars a piece. within 2months the sofa was coming apart from it seams don't even sit on the sofa's often .it took me almost 4 months to have some one come out to look at sofa. when came out said yes it is the material of the sofa so they replaced it. like 3 weeks later now both sofas are coming apart at the seams, still don't sit on sofa's often because material starts to spread.

I have been contacting Marlo's customer service department since September 2008 and I am still getting a run around that i have to call the warranty department. I call them they say call Marlo, I call Marlo ask to speak to a manager there is never one available. they are so rude and disrespectful. they put you on hold and hang up on you. they tell you one thing somebody else tells you something else from the same corporate office if that is there corporate office. then they should have been out of business along time ago the way they treat you .

it's easy for them to take your money and then they make you buy the warranty and it doesn't cover anything. furniture is not good quality at all. material is terrible. I don't even want my money back I just want some better quality furniture and to be treated better as a customer. I will tell everyone never to buy furniture from Marlo. Where do you go from here to get help. I worked hard for my money to buy furniture and I can't even enjoy it.

Read full review of Marlo Furniture
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
Z
5:03 pm EST

Marlo Furniture terrible service

I ordered a sofa sleeper in September, the first delivery was made and the dust covers were ripped. They attempted a 2nd delivery and they delivered the same exact furniture! They said I would have to call them and request a quality control inspection, which i did. They came out a 3rd time and the same issue! No one even bothered to look at the furniture. They said they could send someone out the replace the covers. I told them absolutely not because I no longer have confidence in their service. They said i would have to go to the store and request a refund. I went to the store and spoke with the store manager. They assured me that they will inspect it before they deliver it a 4th time!..What has happened to customer service in this country? I agreed to allow them to make a 4th attempt...stay tuned...

Read full review of Marlo Furniture
Hide full review
ComplaintsBoard
V
1:17 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Marlo Furniture awful company

In an interesting turn of events, I contacted Marlow Furniture this morning to find out about a delivery scheduled for tomorrow November 5th promised to myself and my fiancee and what I found out was truly astonishing which for me immediately caused me to request cancellation of my order and a refund. I called because I hadn't heard anything from Marlow Customer service stating what time the delivery would be arriving.

As I do with anything I call to confirm so that someone is available at my home to meet the delivery personnel. In doing so I was informed by Customer Service that this item was not ordered when purchased and was not in stock in the warehouse and was not sure when it would be available and they were hoping my product would be available sometime next week. I found this unacceptable and the Customer Service agent sympathized with me and said there was nothing she could do. I asked her how would I go about requesting a refund and she responded I would have to call the same number I called to speak to them to speak to a sales representative at the location I made the purchase from.

I hung up, called them and the next person I spoke with informed me that the item had been purchased but would not be in the warehouse until November 10th 5 days after we were promised delivery and then once it was confirmed in the warehouse the sales representative was to contact me to schedule delivery which was totally different from what we were told in the store on the day we paid for the product. I asked the person on the line how do I go about obtaining a refund and she said I would have to speak with a manager and the manager would have to void the ticket. Needless to say the manager was not available and was not able to be brought to the phone because of the location in the store not being close. She took a message, gave me a customer code and said they will leave the message to void the purchase for my refund.

This saga is far from over I will be calling them back after I finish this report and will continue once our conversation is over to let the public know what happens next. STAY TUNED...

Read full review of Marlo Furniture
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
V
7:14 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Marlo Furniture terrible everything

1.The main problem - they lie a lot! Sale person told us the sofa is made in US - lie from China. We found this out when they could not deliver in time - they explained that container from China was hold at the border.

2. The promise to deliver entire order but delivered only part of it and we are still waiting for the sofa. We were told that the sofa was braking while they are assembling it. We are concerned that it might be defective one when they deliver it.

3. Customer support tell you lies without any fear. They never connect you to a manager. Last time when customer service rep told us- 'if you want to sue us - sue me' - that was sarcastic...

If you want to save your money, time and nerves DO NOT BUY FROM MARLO' - we are sorry we did not see this web site before going to MARLO.

Read full review of Marlo Furniture
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
V
8:56 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Marlo Furniture awful customer service

I purchased a living and dining room set from Marlo furniture in Forestville, MD, I must admit the sales reps that I dealt with were professional, but everything after that goes down hill. First my delivery dates kept kept getting pushed further and further away, and when I would call and inquire about it, each time the piece that they were waiting to "come in" from the warehouse would change.

My Living room set came first, and this is were everything gets crazy, They deliver everything and at first glance, it all looks fine (aside from the fact that set of cocktail/end tables I ordered were not assembled by them even though I was told in the store they would be) but then I noticed that my sofa has a tear in the arm rest. I called customer service immediately, by this time the delivery guys had been gone about 15 minutes, I spoke with a lady who apologized for the inconvenience and then said she would contact the delivery guys so they could come right back pick up the damaged sofa and I would have my new sofa by the end of the week.

Nonetheless they never came, so I once again called customer service to let the know, this time it's man I speak to who tells me there's no such thing even noted in my account, so I once again explain everything to him and he tells me the delivery guys will call to set up the pick up in 24 hours. The next day comes and no call, I call them again to let them know no delivery has been set up and this lady begins to tell me that their system doesn't work that way and a technician would contact me in 48hours and come out and "survey" to see if it was repairable, the furniture that wasn't even in my house a good 20 minutes after I noticed the tear.

I promptly told this lady that I did not purchased refurbished furniture I purchased new furniture she then told me it was nothing she could do about it so I asked to speak to her manager, her reply was the manager was busy, I told her that I would hold until the manager was free she then told me the manager may be busy for a while and it wold be too long to hold. So I hung up with her and the next day I went to to store in Forestville.

There I spoke with the manager with whom I had to explain the whole situation all over again, which she told me she doesn't know why the first customer service person told me they would exchange the already damaged when delivered furniture for undamaged furniture thats not there policy. I told her this is unfortunate but I purchased new furniture, she then told me she would have to see if this could be overridden by someone higher than her because she (as the manager) didn't have the authority. So she comes back and tell me that she's gotten the sofa overridden and it would be here at the end of the week.

Then once I got home, My husband was putting together the cocktail and end tables (that the previous delivery guys didn't put together) and he noticed that on one of the end tables the holes that are pre-drilled into the table so the legs can be screwed to them are too small for the screws that are sent in the box.

Once again I have to justify myself with customer service. I spoke to them told the the ordeal and they made me feel as if I spoke a foreign language, I guess they figured there was no way that something could be wrong with there merchandise, so once again they feed me lies and tell me that it would be delivered the next day which coincidentally happen to be the day they would deliver my replacement sofa. The next day came and went my sofa came and no new end table, so again I'm back on the phone with Marlo customer service and yet anew story is told, now I must wait 48-72 hours for a technician to call and schedule a time to come out and survey my table. And now I still wait for the mystery technician to call.

Marlo is by far the worst furniture company ever! All they care about is getting your money, I have told everyone I know about my ordeal with them.

Read full review of Marlo Furniture
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
A
12:53 pm EDT

Marlo Furniture still waiting!!!

Do not buy from this place. I repeat... Do not buy from this place.

I am currently in the military and was diagnosed with cancer which caused me and my wife to be transfered from germany to maryland. We went to marlo furniture in rockville and was helped buy james wong. Let me tell u. He may have an asian accent but he can really talk a good game. We purchased a living room set on june 26, 2008. Supposedly the set we purchased was in stock and delivery was set for june 13. No delivery was ever made. We went personally to see what was wrong and james wong told us that the furniture was delivered and the ticket was closed. Later on james had the nerve to tell me and my wife to our face that someone had called to cancel the order. This was totally not true. Then we were told that we would get our delivery by august 1st... No delivery. My wife and I went there personally again on august 4, 2008 to complain and once again, now james wong told us that we would have the furniture towards the end of august. Can we see a trend here? I think i've said enough and hopefully people will read this and make a smart decision before buying from marlo furniture. Instead on focusing on healing, I have to worry about delivery dates and the frustrations marlo furniture is causing for my wife and i. Thanks marlo :0)

Read full review of Marlo Furniture and 2 comments
Hide full review
2 comments
Add a comment
E
E
Eddy
, US
Aug 01, 2009 4:49 pm EDT

I purchase furniure from marlos in 2005, every since then it has been a living nightmare. The purchase was coffee table set and (2) over stuffed chairs. The cushion in the chairs are defective and the mangers know this. The first delivery the chair was had a hold in it and you could see the wood. On the second delivery the it was just like sitting in the frame work of the chairs. On the third delivery the same thing the cushion is defective and they refuse to give me another selection on furniture or refund my money.

M
M
Me
,
Aug 24, 2008 9:40 am EDT

You do not know the half. I manager there and the owner will take your money and send you crap. The junk and then do not take care of it and hide the damages from the customers.

He even expects the drivers slide the problems past you. I believe that the dollar store down the street has more quality. Believe me there is mucn much more that I could tell you as well as documented issues from that company.

You would better off building your own furniture out of milk creates!

ComplaintsBoard
C
1:34 pm EDT

Marlo Furniture delivery and customer service

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 Mazeas, 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. Powell 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. Weber were not returned. It does not however explain why the messages I left with the Marlo operator for Ms. Weber 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.

Read full review of Marlo Furniture and 3 comments
Hide full review
3 comments
Add a comment
A
A
ASLETI
,
Nov 16, 2008 2:24 pm EST

REFUSE THE ITEM AFTER WE PURCHED A RUG AND THE TOLD US THE DEPARTMENT IS DIFFERENT FROM MARLO AND HENCE THEY ARE USING MARLOS ACCOUNT AND LOGO.TO ME IT LOOKS LIKE IMPROPER BUSSINESS PRACTICE, BECAUSE MARLO SHOULD BE ACCOUNTABLE FOR TERMS THAT ARE STATED ON THEIR AGREEMENT NOTICE TO CUSTUMERS.FROM NOW ONWASRDS I WILL NOT PURCHASE ANY ITEM FROM MARLO AND I WILL NEITHE RECOMMEND TO ANY ONE.ITS AWFUL

A
A
AngryCX
, US
Jul 18, 2012 7:19 am EDT

I have bought furniture from Marlo two months ago and still not delivered. They do not want to give my money back too. What a Joke...
NEVER EVER BUY FROM THEM!

H
H
Henry88
Rockville, US
Sep 09, 2009 4:48 pm EDT

never buy anything from Marlo ... they only know how to Sale ... they never know customer service .

they have WORST serivce in the world !

ComplaintsBoard
V
2:56 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Marlo Furniture avoid them

We purchased a living room set from marlo and scheduled delivery for 30 days after the purchase. I went for almost 2 months without a living room set. They did deliver the sofas but the coffee table and the chair was a miss match. When I called the main office I was told that the items I had purchase where no longer available and that I would have to take what they delivered or to come back to the store and pick something else. Then when I went to the store they told me that I would have to apply for a new credit card because they were no longer working with the same creditor that we were approved with before.

Read full review of Marlo Furniture
Update by Valerie
Apr 16, 2008 9:20 am EDT

Marlo does not care about its customers and never reply to feedbacks from its customers. Here is the story and the letter I sent them:

On April 1, 2008, my father-in-law and my wife ordered and paid for a rocker recliner (SKU: [protected] $401.74) from Sales Consultant, Eddie Elahi, at the Laurel Marlo Furniture Showroom. Upon check-out, they were told to call back on 4/11/08 to confirm its pickup date of 4/15/08. Surprisingly, a day later, Wednesday (4/2/08), I received a call from Mr. Elahi telling me that they actually had the rocker recliner in stock now and I could pick it up next day on 4/3/08 anytime between 10AM and 6 PM. On 4/4/08 Friday afternoon around 1 PM, I took 2 hours off from work and drove 22 miles from my house in Silver Spring to the Marlo Warehouse in Forestville and was only told by the lady behind the pickup desk that it was not ready for pickup! She told me the computer showed the pickup date was supposed to be 4/15/08. I told her that the sales rep. called and specifically told me two days ago that it was in stock and was ready for pickup. She advised me to call Mr. Elahi, so I immediately called him at [protected] (ext. 3421) and left a voice mail inquiring about the pickup date. So I drove home empty handed and got stuck on 495 for an hour due to an overturned truck and trailer.

After arriving home, I called the Laurel Warehouse inquiring about the pickup date for the rocker recliner that I already paid for and received the same reply that it was not ready for pickup and was advised to contact Mr. Elahi. I then left two more voice mails on both Mr. Elahi’s phone at Marlo and his cell. A week passed and Mr. Elahi never returned any of my phone calls to explain why he called and told me the rocker recliner was ready for pickup but in fact it was not. I do not understand why Mr. Elahi gave me the false pick-up information (April’s fool day?) that wasted 2 hours of my time/gas and why he never returned my phone calls to at least apologize.

A week had passed, on April 11, 2008 (Friday), I received a message from Marlo on my answering machine when I got home from work saying that the rocker recliner was ready for pickup and asked me to call to set up a pickup time. Next morning, April 12, 2008(Saturday), I called and was told that I could pick it up anytime before 6PM. So I drove another 22 miles with my wife and daughter to Forestsville. After checking in with the lady at the pickup desk, I waited 50 minutes (2:10PM – 3PM) before they finally brought out the rocker recliner. During these 50 minutes, I had seen numerous people who arrived after me had their furniture loaded. There was absolutely no communication between the lady that checked me in and the movers. In other words, there was no “first come first served” order at all. There was no number ticket or anything else. The movers simply bring out furniture in any order they pleased. They were also rude and unprofessional. In this respect, Marlo has a lot to learn from Sears and CircuitCity pickup centers.

You may ask why I did not cancel my order after the first false pickup notification ordeal. I would have in a heartbeat if it was not because my father-in-law personally went and picked out the rocker recliner at the Laurel store. My father-in-law had been living with us for years and my wife and I learned that he was diagnosed with liver-cancer two weeks ago and that he only had 4 months to live. Two weeks ago he asked for a more comfortable recliner, so my wife brought him, who is 80 years old with difficult walking, to Marlo to pick out a recliner that he liked. He does not go out that much anymore, this time he went and picked the recliner. This may very well be the last big item that we purchased for him. Now you understand why I did not want to cancel the order.

I do not expect any reply from Marlo since the last feedback that I filled out a week ago on Marlo's website’s Order Concerns webpage went unanswered. This proved that Marlo Furniture had no concern for its customers. All they want is your money, period. Order from them only if you don't mind spending hours of your time dealing with them.

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
V
10:26 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Marlo Furniture terrible company!

On April 1, 2008, my father-in-law and my wife ordered and paid for a rocker recliner (SKU: [protected] $401.74) from Sales Consultant, Eddie Elahi, at the Laurel Marlo Furniture Showroom. Upon check-out, they were told to call back on 4/11/08 to confirm its pickup date of 4/15/08 in Forestville.

Surprisingly, a day later, Wednesday (4/2/08), I received a call from Mr. Elahi telling me that they actually had the rocker recliner in stock now and I could pick it up next day on 4/3/08 anytime between 10AM and 6 PM. Taking 2 hours off work, on 4/4/08 Friday afternoon, I drove 22 miles from my house in Silver Spring to the Marlo Warehouse in Forestville.

Surprisingly, when I got there I was told by the lady behind the pickup desk that it was not ready for pickup! She told me the computer showed the pickup date was supposed to be 4/15/08. I told her that the sales rep. called and specifically told me that it was in stock and was ready to be picked up. She advised me to call Mr. Elahi, so I immediately called him at [protected] (ext. 3421) and left a voice mail inquiring about the pickup date. So I drove home empty handed and got stuck on 495 for an hour due to an overturned truck and trailer.

After arriving home, I called the Laurel Warehouse inquiring about the pickup date for the rocker recliner that I already paid for and received the same reply that it was not ready for pickup and was advised to contact Mr. Elahi. I then left two more voice mails on both Mr. Elahis phone at Marlo and his cell. A week passed and Mr. Elahi never returned any of my phone calls to explain why he misinformed me that the rocker recliner was ready for pickup. I still do not understand why Mr. Elahi gave me the false pick-up information (Aprils fool day?) that wasted 2 hours of my time/gas and why he never returned any of my phone calls to explain or apologize for the foul up.

A week had passed, on April 11, 2008 (Friday), I received a message from Marlo on my answering machine when I got home from work saying that the rocker recliner was ready for pickup and asked me to call to set up a pickup time. Next morning, April 12, 2008 (Saturday), I called and was told that I could pick it up anytime before 6PM. So I drove, again, 22 miles with my wife and daughter to Forestsville. After checking in with the lady at the pickup desk, I waited 50 minutes (2:10PM 3PM) before they finally brought out the rocker recliner. During these 50 minutes, I had seen numerous people who arrived after me had their furniture loaded. There was absolutely no coordination between the lady that checked me in and the movers. In other words, there was no first come first served order at all. There was no number ticket or anything else. The movers simply brought out furniture in any order they pleased. They were also rude and unprofessional. In this respect, Marlo has a lot to learn from either Sears and CircuitCity in their pickup processes.

You may ask why I did not cancel my order after the first false pickup notification ordeal. I would have in a heartbeat if it was not because my father-in-law went in person and picked out the rocker recliner at the Laurel store. My father-in-law had been living with us for years and my wife and I learned that he was diagnosed with liver-cancer two weeks ago and that he only had 4 months to live. Two weeks ago he asked for a more comfortable recliner, so my wife drove him, who is 80 years old with difficult walking, to Marlo to pick out a recliner that he liked. He does not go out that much anymore, this time he went and picked the recliner. This may very well be the last big item that we purchased for him. Now you understand why I did not want to cancel the order.

Obviously, Marlo does not care about its customers since I filled out a feedback via their websites's Order Concerns webpage a week ago and it went unanswered. All I wanted was an explanation and possibly an apology from them, maybe that was too much to ask. I have to conclude that Marlo Furniture has the worst customer service I've ever experienced from the past 30 years dealing with hundreds of local and online retailers. With a service like this, I would be very surprised if they are still around 3 years from now.

Read full review of Marlo Furniture
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
R
12:00 am EST

Marlo Furniture poor quality product!

I purchased my Home Theatre Seating in 2007 and Mr. Divine from the Rockville, MD Marlo Furniture Center was the person who coordinated this sale. Initially, we were promised to get our seating in 2-3 weeks but finally when the item was delivered it was close to 3 months after I had paid for the furniture. We took in our stride and didn't make a big deal out of it. But ever since we got it, we have had variety of problems with the home theater seating. Luckily, we used our brains to buy the extended warranty paying $90. We would have been really happy now if we had used our brains to stay miles away from Marlo in the first place.

Furniture was okay for the first few days but as few weeks passed by, every single piece in the Seating started giving problems and with it the headache of waiting in GOD KNOWS HOW LONG A HOLD customer service phone lines started. We patiently kept calling the Marlo Customer Service (my poor wife had to hold calls close to 60-75 minutes every time before a Customer Servicer person picked up our call) about our problems and Marlo started replacing it one piece after the other. You might think that Marlo resolved this issue but still the problem continues and we haven't enjoyed the seating after paying close to $1200 for this piece (I am very polite if I mention this piece of junk from my experiences).

After great & DIVINE effort, we reached Mr. Divine (Sales Person who sold the Home Theater seating to us) and spoke in length about our plight with the furniture that he had sold last year. He mentioned that he will take it up with appropriate officials. He got back to us after 10 days or so that MARLO IS GOING TO DO AN EVEN EXCHANGE ON THE WHOLE SET. We were totally surprised and even double confirmed that our understanding was correct since this had happened earlier too with the Customer Servicer Representative telling us the same thing but in the end only one piece getting replaced.

Finally, it was set that the furniture would be delivered on 31st January 2008. Marlo goofed up big time without informing us as to at what time the furniture was going to be delivered but still went up to the extent questioning my wife as to "HOW SHE CAN LEAVE THE HOUSE WHEN THERE IS A SCHEDULED DELIVERY from MARLO?" I would like ask Marlo a question here - DO YOU GUYS THINK THAT WE DON'T HAVE ANYTHING BETTER TO DO IN LIFE EXCEPT TO WAIT FOR MARLO DELIVERY GUYS TO DELIVER ANYTIME BETWEEN 7 AND 9 PM. HOW COULD A CUSTOMER SERVICE REPRESENTATIVE BE THIS RUDE? This has happened more than once to us now.

On 31st (our initial delivery date), the delivery person suddenly calls me and mentions that he is waiting outside my house to do do his delivery (my wife had gone to drop my son @ preschool at this time). I request her to rush back but the MARLO Delivery people are the busiest people in this whole world and they can't wait 5 extra minutes for a goof-up at the Marlo End. We contact the Marlo Customer Service regarding this and the representative calls back and informs that delivery guys have left our area and they won't be able to deliver today & another appointment will be scheduled. My wife leaves to pick my son from pre-school and who appears again in the front of the house - None other than the Marlo Delivery Guys. When we call Customer Service again, we surprisingly reach the same representative and she irritatedly questions as to what the issue is now. When we inform that delivery guys showed up when she has mentioned that they are not going to come today, the representative questions as to HOW MY WIFE CAN LEAVE THE HOUSE? I just don't understand as to what MARLO thinks about itself.

At last, the furniture was scheduled to get delivered today between 12 and 3 PM. But the delivery person called that he will come at 11:00 and came at 11:40 (my wife had to pick my son from pre-school at this time). Only my parents had been home. When my wife returned, she was taken by surprise. THIS WAS NOT AN EVEN EXCHANGE OF THE WHOLE FURNITURE but JUST A WEDGE (that too a wrong one) HAD GOT REPLACED. We tried to contact Mr. Divine to talk on this goof up but we told that he is enjoying a vacation at this time. We tried to reach his Supervisor Ms. Martin but we are not fortunate enough to reach the person directly. We have called and left a lot of messages.

Read full review of Marlo Furniture
Hide full review
ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Marlo Furniture marlo furniture needs an overhaul

I purchased a girl's canopy bedroom set from this place almost a year ago (February, 2007; posted wrong year previously), and to this date (december 21, 2007), have not received a simple replacement handle of a night stand that was defective with the initial delivery; the handle could not hold a screw because of a molding defect, and they have sent at least three different "technicians" out; the initial installers also stripped one of the holes that secures the headboard to the frame, which caused the bed to be wobbly, and this wasn't corrected until the third technician, almost six months after the purchase; i was told that the handle would be mailed to me, and should arrive in november of this year, almost a year after the purchase; i have not received this piece, and will definitely not ever purchase anything from this company again; the quality of their furniture and their service is well below acceptable, and i'm stuck paying for an incomplete product.

Read full review of Marlo Furniture
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Marlo Furniture customer service

Phone numbers

+1 (301) 782-3800 +1 (703) 941-0800 More phone numbers

Website

www.marlofurniture.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Marlo Furniture?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Marlo Furniture Customer Service. Initial Marlo Furniture complaints should be directed to their team directly. You can find contact details for Marlo Furniture above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Marlo Furniture. Discuss the issues you have had with Marlo Furniture and work with their customer service team to find a resolution.