Marlo Furniture
Reviews and Complaints

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.

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.

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...

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.

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.

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.

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.