Marlo Furniture / Home Theatre Seating — 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.