Marlo Furniture

I Purchased items months ago that continue to get pushed back on deliver. my delivery went from October 18 to now sometime in April. I have asked to talk with managers who do not return calls and initially being told that all my pieces were there except one to now being told we are missing that one piece and now your dresser too. So they are taking parts of my order to now fill other peoples orders.

I specifically asked the sales rep were the items in stock because I purchased the same exact set from Ashley furniture 6 months prior and they kept pushing back the dates on me so I cancelled it and came to Marlo where I was told it was in stock and would be delivered in 8 to 12 weeks. That time then got doubled to the end of January, and this morning oh its now sometime in April. But the kicker is that all this furniture flows through one distribution center in Brandywine MD.

No ownership to problems are being handled by this store and the only answer is we are waiting on the manufacture. Well stop waiting on the manufacture and start delivering customer service or just stop using that manufacture! Its a shame how many comments I have read with these same results. Transparency is not a priority for this company and neither is manager call backs from the Alexandria Va store.

I purchased a bed and was told that I had to wait 6 weeks for it. I patiently waited for it. When it was delivered, we started putting it together and there were pieces missing. I've already waited 6 weeks now! To make a long story short, on 3 different occasions I had to call customer service because each time replacement pieces were sent, they were still the wrong pieces. In my frustration I went online to complain because I was annoyed that I have this furniture in my house that i've paid for that I cannot use. So, customer service at the time made me aware that they were going to compensate me for my pain. They advised me that it would be a store credit which was fine. Its was warranted. But, once they picked up the bed and wrong replacement pieces, I received my credit for my purchase and that was it. No communication from customer service about my store credit, no nothing. I believe they saw one or more of my complaints and decided to go back on their word which further validates my points in my complaints. To make me want to come back and do business with them should have been their goal but they either got mad at my post or they are just a horrible company who takes money from people, make them wait over three months to fix a problem they never fixed and then still not make the situation right.

We bought a bedroom set May 21, 2018.
I have called several times about the night table that was NEVER delivered.
Each time i called i was told is "custom ordered. Last time I was given December 15, 2018 as an arrival date.
I called on January, 4 2019 and was told the merchandise has been discontinued. I was offered to go the Alexandria store to pick any other night table. This offer was ridiculous, why would i pick up something that does match my bedroom set!

This was new information. The customer service agent was shocked I was never informed.
Then I was transferred to the Alexandria office which was the place of purchase, left a message because i was told discontinued merchandise is not handled by customer service. It is handled by the original place of purchase
I never received a call.

I am beyond disappointment how this situation has been handled by Marlo Customer Service.
We have been customers for years

Three years ago I purchased a red leather sectional for $1, 500 as advertised by the store and sales person. Two years later, the one side I use flattened and it started to show cracks. The color also began to peal off. I waited until this week to finally get it fixed. I contacted Marlo and they said that the would not service it even if I am willing to pay out of pocket because they would be liable after it. As a result, I consulted with two other repair shops and they say that there is no solution for the sectional. It cannot be repaired because although Marlo advertised it and sold it as leather, it is NOT leather at all. It is some type of fabric that mimics leather and cannot be restored. It has to be thrown away. Re-upholstering it would cost me more that what I paid for it. This is an unacceptable business practice. I will not purchase anything else from Marlo Furniture, ever.

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.

DONT BUY FROM THIS COMPANY! Purchased a living room and dinning room set on June 18th 2012. Today is September 1st 2012 and we still have not received our order. We were told at different times that pieces had shown up damaged at their warehouse. Each time we talked to someone it was a different story. No one answers the phone and when you finally do get ahold of them they put you on hold till you get disconnected. Spoke with lee ann the customer service manager who assured us things would be in soon and delivery would take place. On scheduled delivery day they showed up late with missing pieces and once again saying it was damaged. No one called ahead of time to tell us. When I talked with customer service they seemed not to care. I went to the store and the store manager would not cancel my order or refund me the charges. He said I needed to wait 72 hours. I will be contacting the BBB and my attorney. DONT BUIY FROM THIS COMPANY!

We purchased a large sectional with their "Worry Free" warranty - both decisions were a big mistake. One of the support bars was bent, a fact that wasn't noticeable until it snapped through the plastic pad and started gouging our hardwood floor. Marlo took several months of repeated calls before they arranged to have an inspector come out for the warranty - who looked at the damage said it would be replaced. Marlo then refused to service the sofa, saying the report was incomplete. When we didn't go away, they "suddenly" had a complete report saying "customer abuse". Based on this, they had closed our case without informing us and when asked said that wouldn't do anything for us as we had somehow bent this thick metal support bar ourselves. A BBB complaint later, they sent a new inspector, who said this was common shipping damage, and they would replace the bar (not the sofa). So six months of my life wasted on calls and consumer actions for them to honor a "worry free" warranty to cover damage from their delivery, and overcome their attempt at fraud.
In sum:
Broken product
Fraudulent practices with their "Worry Free Warranty"
Terrible customer service

Here is all the complaints i have for Marlo Furniture:

-the salesman assured me that everything was in stock and Ok for delivery!
-the delivery date and time window came, the deliver guys were over an hour late.
-they installed and assesmbled the bedroom furniture. A few scruffs etc. not a big deal.
-the TV stand etc was not in good condition, so the driver said that he can deliever it next tuesday.

-here is where the problem starts:
-my wife was alone at home with a little kid (1 year old, who requires a lot of attnetion etc)
-the delivery guys were super rude to her throughout the process.
-They unpacked everything in the hallway and installed everything in the room.
-my wife checked on everything and proceeded to sign the papers.
-When my wife was attempting to open the door for them to leave she noticed a RIDICULOUS MESS in the hallway. Styrofoam mess everywhere.
-She asked the driver to clean up, and the driver said, sorry about that and proceeded to leave, stating that She already Signed the paperwork, tough luck for you.
-My condo building charged me $150 to clean up as a FINE for this mess.
-I called the 301 customer service number to no extend that evening trying for the drivers to come back and clean it up, but cust service was SO rude. They acted like they cared and kept saying "someone was right downstairs and will be up in a second to clean up and take care of the problem."
-Safe to say, no one every came to fix this problem and no one at on the phone would transfer me to a supervisor to talk to someone higher up.

This was ridiculous customer service and sorry to say, that you have lost me as your customer for life.

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...

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.