Marlo Furniture
Reviews and Complaints

I bought an expensive leather sofa from Marlo. The salesman assured me that it was coming from North Carolina and would be delivered in 6-8 weeks. At that time, I learned that the sofa was in fact coming from China and would be 12 weeks until delivery. Strike One

The first delivery crew refused to try to get it through my narrow door. When I went back to Marlo to either find a similar sofa (nothing available) or arrange a refund, another salesman measured the store display and said it should definitely fit through the door. A second crew arrived a week later. They did not take the front door off its hinges and crammed the sofa into the house. Luckily, there was no damage done to the sofa but a few hours later, I found that they had gouged my wallpaper in several places and had gouged a wood step.in addition, they had snapped off the ringer on the antique doorbell on the front door. Knowing that I was going to Marlo within 72 hours because the cushions were like sitting on concrete, I filed a complaint then, complete with pictures. I was referred to the warehouse supervisor who said that because the damage was not reported within an arbitrary window of 2 hours, they would not repair the damage. She opined as how anyone could have snapped off the ringer. This was impossible as no one had used the door since and also because I found the ringer piece inside the house, not outside. When I went above her head to the next level, he dodged my many calls and refused to call me back. Strikes two, three and four.

I filed letters of complaint with 5 members of the Board of Directors, including the President of Marlo Furniture. I heard from an "assistant" to the Board that they would send me a $100 gift card for the delay in delivery and the stiffness of the cushions. She said they would not do anything about the damage the deliverymen had done. A gift card does me absolutely no good at all as I will never purchase again from Marlo furniture. I can live with the tardiness in delivery and the cushions will loosen up over time. The real issue was the damage done to my home which Marlo refused to correct.

If you buy from Marlo, be apprised that they do not stand behind their service and could care less that a repeat customer is very unhappy. As the saying goes, buyer beware!

Around april 14, 2014 my husband and i went into marlo furniture and the salesman approached us. He spoke and then he hit us with the okie doke. We have a special that only you are enigible for no one knows about this offer. Then he told us it hasn't been advertised in the papers, etc. He could get us a deal especially if we were paying in cash. We thought about it for a minute. We saw a room divider and it had a price sticker on it for $799. 00 but if we paid for it cash it would cost us only $199. 00 or if we wanted to use a check make the check out to him. . . He gave us a little smerk and said you scratch my back i'll scratch yours. But we had to buy it right then and now. It couldn't be delivered we had to take it home tonight. Mind you we didn't have a truck so the whole idea was out. I'm trying to make a point. . . This salesman was as crocked as a road and stealing. We wanted no part of it. Then we would be stealing too. Be aware of these types of salesman, you could go to jail faster then him. Can you imagine if someone was watching him and we paid him the police would be waiting for us at the damm door. Remember everything that looks good is not always good.

I will never shop Marlo furniture in the future.

I bought a TV stand from the Rockville store. One gentleman showed me around and was an excellent salesman. Once I decided on my item, I was triaged to a different representative who was obviously not computer savvy, making the purchasing process quite painful and long. He offered us free delivery if we bought over $500 in murchandise. Since the TV stand was $400 we decided to go ahead and spend more money to get the free delivery.

Once the item came in stock, another representative called me to schedule a pick-up. It was quite the phone-tag game to get a hold of someone who could help me. They claimed I did not have delivery as part of my purchase and that I opted to pick up the item. Finally, after to talking to several people I got to talk with a manager from the Rockville store who clarified that I did have free delivery and he set it up for me for today (3/5/11 8a-11a).

A box was delivered at 11a this morning, but the delivery men claimed they do not assemble it (though, I was told they did when I bought the item).

My husband and I opened the box in the afternoon to find that it was the wrong item. I called the delivery service number and they stated that the correct item was still on the truck. I notified them that I could not wait around all day/night for them to swap it out, but I wanted this taken care of today. The representative stated she would call me back with an update. I did not receive a call-back.

I called the number again to find that they have closed for the evening. So I called Marlo, Rockville directly. Mo stated the manager had left for the evening and would contact me back tomorrow at 11am. He also told me they do not deliver on Sundays or Mondays, so now I have to deal with this large, obtrusive box in my apartment for the next 2 days. And I have to take time on my day off to wait around again for a delivery/pick-up.

This is absurd. Terrible service. I would rather have paid the extra money at a different store than deal with this nonsense.

Back in November 2008, I purchased a Berkline recliner couch and the 5- year warranty plan/scam. When it finally arrived at home (almost a month later) the couch was lopsided and defective. Long story short, between [protected] I had a repairman come to my house to attempt to fix the couch 4 times, before they finally ruled it to be defective! October 2010, they finally sent me a replacement couch which was also defective- in fact it was worse than the first couch! Not to mention the lack of response, run around and lousy customer service I received from the company. It was so bad I had to file a complaint with the attorney general and they still wouldn't give me a refund. The only solution they are offering me is another technician to come out to my house again for the 5th time or store credit. And this is with the Warranty plan- so apparently the warranty plan does not work. So the only lousy options I have now is to accept their crappy offer or take them to small claims court. DO YOURSELF A FAVOR- IF YOU ARE THINKING ABOUT BUYING FURNITURE- DO NOT BUY ANYTHING FROM THIS RIP-OFF STORE - IF YOU DO, YOU'LL BE SORRY IF ANYTHING GOES WRONG WITH IT

BAck in November I purchased a living room set. The couch was delivered damaged. Not a big deal at first, they'll just deliver a new one right? WRONG! It took them 2.5 months to get another one in stock. They delivered it and it was more damaged than the first one. They tried delivering 3 more in the next 2 months - ALL DAMAGED! I had enough and wanted to return everything I bought. They told me I had to pay a 20% restocking fee. I went ballistic. They NEVER provided me with a brand new sofa. I called every day for 2.5 weeks to speak with the Customer Service Manager (Marie Blue) who was never "available". Yet they offered me 15% andthen 20% discount (which was a slap in the face) which only she could authorize. I had to yell at customer service reps for 2 weeks for them to finally agree to give me all my $ back. They still wouldnt refund the delivery charge (80). Now when I went back into the store to actually get my refund their system is down. 3 days now, I have no furniture and they still have my $$. The rep in the store was the rudest woman on the face of the earth (rockville location). NEVER BUY ANYTHING FROM THIS STORE EVER! You will 100% regret it.

I receive my table but i am still waiting for my server. They delivered 4 times the wrong one and now I am still waiting over a month. i am going to have to do something about this. They have no respect for their clients.

Horrible service.

Noone anwers the phone. it's hard to talk to anyone. 2 chairs were damage. They came and finished horribly. This is ridiculous. i have no idea what I am going to do. Please go to any store never buy anything at Marlo. If I had read the reviews before I would had saved some headaches.

In the past year I have furnished my apartment from MARLO in 2 separate trips. First trip was okay, good sales prices. Purchased a couch and chair. Got the bed for free, purchased mattress and box springs. No problems.

At the President's Day sale, I purchased a tv chest, coffee table, dresser and 7 piece dining room set. I took a tape measure to ensure the pieces would fit. I spent about 2 hours with the salesman, and asked a lot of questions. Twice I asked if all furniture would be assembled. He said yes. I asked if they would move the tv electronic equipment to the new chest. He said yes. I paid cash.

When the furniture was delivered, I was told they could not move electronics and could not put together the dining room set, although they assembled the coffee table.

I called MARLO the next day and complained. The customer service rep could not accurately get my customer code, I had to repeat it 4 times. I kept asking to speak to a manager. The rep put me on hold twice, and finally said "Ma'am, I don't know what to say to you." I just about yelled to put the manager on the phone.

The manager came on, and I explained everything again. I indicated that for whatever reason the sale was misrepresented, and I wanted to know how they were going to take care of it. The manager apologized and said they would send me a $50 gift certificate. Poor, but okay. To date, I have not received the gift certificate.

Poor, poor, poor customer service! Do not buy from MARLO!

Marlo Sucks don't buy from them.

After ordering furniture from Marlo they showed us 2 hours late against a 4 hour window (6 hours) the first delivery date. They tried to assemble the tables and were missing parts so they had to reschedule, After waiting another 3 hours the second delivery they still could not assemble tables because they were missing parts. I purchased about $3000 of furniture so I requested a refund. Marlo has refused to refund the payment for the tables they can't assemble. So I went thru my bank and still 8 months later Marlo has still refused to deliver or refund my money. I will now pay an attorney to get my $800.00 back. He will charge $1000 plus court costs. They have a bunch of complete idoits working at marlo. You get the receptionist with what I BELIEVE IS A THIRD GRADE EDUCATION telling you she is a supervisor and Marlo managers don't care about paying $2000 instead of issuing a refund. is everyone a complete idoit that works there or what?

Shawn

I purchased my furniture from Marlo in Alexandria, VA on Black Friday to take advantage of the advertised free delivery. It was scheduled for delivery that next Saturday. I recieved several automated calls to confirm my delivery time. When they showed up, 45 mins late on my delivery date, they refused to put any effort into trying to get my sofa into my apartment. They simply kept telling me it was too big and asking me to sign a waiver in order to make it fit. My door was not too narrow, they were unwilling to stand it up or even to lift it beyond trying to go straight through the door. In trying to deal with this, the delivery men discovered that I was missing my dining room table. When I spoke to the dispatcher, they told me the table was backordered until mid January, which in my repeated confirmation calls no one told me. So, I refused the order because I had coffee tables and no sofa and dining room chairs and no dining room table. The next day I spoke with my salesman and picked out a shorter sofa just to ensure delivery the next time. I was assured that this time would be better and that this sofa was in stock. Well, ofcourse it was not; backordered until the 18th of December.I spoke to a customer service representative who assured me that the other items on my ticket would be held until the sofa came in. On the 17th of December I called and was told that my sofa and chair had come in and they could deliver on the 19th. On the 18th I received a call that the coffee table( the same ones that have previously been delivered and that I was told would be held) were now out of stock until the end of the month. When I spoke to a customer service representative I was told there was nothing that could be done and she refused to transfer me to anyone or anywhere else. When I call the store I am directed back to the same customer call center that can not do anything to solve my problem. My delivery is pending still due to snow in the area so they MIGHT or might not deliver tomorrow. I am beyond frustrated and just want my furniture. It has been almost a month now!

I am dumb again to purchase a leather sofa from Marlo this Thanksgiving weekend! Ten years ago, I purchased a bedding set from Marlo Furniture in Falls Church, their Chester drawer arrived slightly damaged! I emailed + calls without any responses from them. I did not have time to pursue further and gave up on it!

This year, I gave them a second chance! I thought about that horrible customer service but was lured by their low price anyway. I bought a big leather sofa that their delivery men can not bring into my family room. They do not remove doors! I wanted to return the sofa but Marlo will charge a 20% re-stocking fee for an unwrapped merchandise! They are nasty!

Do not waste your time dealing with them! You have to look at it as a cash and carry issue as if you are to buy your furniture at a flea market. Once the transaction is done, things are over!

We placed the order on Aug 08 for the total amount of about 2500$. Order included 1 piece that was not in stock (table). Marlo expected to get it on Aug 22. It did not happen. When calling I have been said that the table will come at the beginning of Sept. It did not happen again. Another call was made and another date was there: Sept 14. On Sept 14 table could be there but data were not entered. Finally on Sept 15 it was delivered to warehouse and delivery was scheduled during my call for Sat 19. On Sept 18 I called to customer care to request about the exact delivery time for Sept 19 and found out that delivery for Sept 19 is not scheduled in the system...

Beyond this, there were multiple inquiries (from our side, of course…) about the separate pieces in the delivery list which were in stock, and multiple miss-leading statements and false starts (not from our side, of course). The bottom line is: 6 weeks after the purchase, despite numerous promises, nothing is delivered. Moreover, the deliver is not even scheduled according to Marlo system. We lost out time We learned lesson:

no more Marlo shopping!

Purchased 3 pieces of furniture in December 2017 including a recliner. In early January 2017 the recliner became stuck in the reclined position. Marlo sent a man out the next week who said a piece needed to be ordered. He ordered the piece right in front of me and said it would be delivered in 6 weeks to my home and he would come out and install it. After 7 weeks I called the store and was told the man did not get the recliner's serial number. No one called to tell me they needed the number. I gave them the number and was told it would be another 6 weeks. After 7 weeks I again called and no one can figure out where the part is. Customer service repeatedly says they will research it and call me back but no one EVER calls back. When I ask for a manager I am told there are no managers on duty. It has been 4 months since the chair broke.