Marlo Furniture review: marlo furniture alexandria - do not buy anything ( 1 comment)

I purchased a 6 drawer dresser and 3 night stands (2 that matched the dresser and 1 that was separate) on 09.03.2012 on sale as part of their Labor Day sales event.

My total including tax came up to roughly $400. I was told delivery would cost me $140 but the delivery guys would deliver inside the apartment and assemble every piece (or place it wherever I want). I declined that and went with the $10 delivery to the store from the warehouse option (which according to me is also stupid since they anyways have furniture that needs to be delivered from their warehouse to the store so why charge the customer for it?). I was told I would be receiving a call the week after to let me know my furniture was available for pick up. I did receive a call the next week to let me know I could pick it up.

I travel out of state for work and sometimes don't come back 2 weeks at a time, so I asked my girlfriend to pick it for me. She arranged for an SUV and went to pick it up (ended up picking only the dresser and 2 nightstands).They helped load it and she put the furniture in my apartment. Two weeks later I returned and opened the boxes (only the top flap) to find out all the pieces were badly damaged. So I took pictures and called Marlo the next day. The customer representative told me I would have to bring it back and then they ship it back to the warehouse where they will inspect it and if they find it to be damaged they will either repair it or replace it. I said I am not bringing it back since that defeats the purpose of not paying for the delivery charge and also I did not want repaired furniture since I am paying for brand new furniture. After escalating to manager they finally asked me to send pics to the customer service department and said someone would get back next week. A week later I received a call from a lady in the customer service departement who told me I should have checked the furniture before pick up and that it had passed the 72 hour window and I had called after 2 weeks. In short they cannot do anything and was extremely rude and un apologetic. She kept saying "Good by" in the middle of my sentence and refused to listen to anything I had to say.

I decided personally visit Marlo furniture at Alexandria and told them that I was refused a replacement. They said the same thing - i should have checked the furniture before pick up and that I should have called within 72 hours of picking up the furniture and thats all written behind the invoice that they gave me.

I told them I was not even once told by the sales person about the conditions for pickup/delivery/returns, the time window in which I need to return items, who to contact and most importantly that the items need to be inspected before pick up (which is absurd to me - If I am picking up large and quantities of furniture they expect me to unpack everything from the original packaging and then take it back sans the original packaging and risk damaging it?). I also them that the reason I called up 2 weeks later is because I was out of town and my girlfriend picked up the pieces and it was a good thing she did because now that I read the "policy" on the back of the invoice it says "order will be cancelled if items are not picked up after 2 or more weeks of arrival at the store" to which the manager said we would have called you and not just cancelled the order. I said where does that say in the policy that you would call me before canceling the order? After that he nothing to say and asked me to bring the furniture in. I rented a truck and brought it in the very next day. I was told this would be sent to the warehouse and would get a replacement and they would call me once they had the replacement. After 10 days I received a call saying replacement is here and I can pick it up.

I rented a truck again and went to pick up my replacement and this time made sure I unpacked each and every box. Guess what? All three were damaged again! I went to the front desk and demanded my money back. The customer rep didn't ask a single question and proceeded to try and refund my entire amount but could not do it since she needed a "manager" do it and needed to call their customer service department and get approval. I had no choice but to walk out empty handed. I received a call the same night telling me the customer service departement needed to "see" the furniture before approving the money back. Really so they are implying the customer is wrong and lying?

I am finally told I will hearing back next week after the customer service warehouse whatever gets the damaged furniture back. If I don't hear back next week I am calling my credit card company and filing a complaint to refund my money back.

BOTTOM LINE - DO NOT EVER BUY FURNITURE FROM ANY MARLO LOCATION. YOU HAVE BEEN WARNED.

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