You know, I believe myself to be a fair and tolerant person and I understand that sometimes suppliers can let you down, which seems to be a regular occurrence with the contractors Marlo use to deliver and make their furniture. I find it amazing that this company has not realized that most, if not all of these issues can be overcome through superior service. Rather, we are ignored, hung up on, lied to, and are spoken to like third-class citizens.
My issues with Marlo continue, but 'buyer beware', the customer service staff are beyond terrible.
Here is a timeline of events:
April 19: Initial purchase Marlo Sales person: Eddie
I purchase $2,800 worth of goods.
April 26: Delivery of goods
I am advised by Customer Service that the Ottoman I ordered is no longer in stock and that the manufacturer no longer makes them. I'm told that I will receive a credit shortly.
The legs to the sofa are not included with the delivery and I am advised that someone will contact me to schedule a service call.
During the week I notice a rip on the bottom right-hand corner of my new sofa (of course, I would have seen this during delivery, if the sofa had feet!!).
April 30: Call Customer Service via the Laurel number 301-419-3400
- I explain that I am missing a credit and advise about my sofa.
They advise that the credit is not appearing against my account and I need to speak to someone at the Laurel office, so they transfer me, but no-one answers.
- I call Customer Service back and they transfer me again to Laurel. I get through to someone, I explain about the credit and I'm told that I need to speak to the cashier and to call back. I ask this person who the cashier is and what their contact phone number is but by the time I finish my question, I realize that I had been hung up on!
- I call Customer Service back again and ask them who the Laurel store manager is I am advised that it's Kevin. I proceed to leave a message for My Haynes and request for a call back he does not call back.
May 1: Left message
For Kevin but he does not call back.
For Eddie but he does not call back.
May 2: Eddie calls me back.
Eddie apologizes about my experience to date and advised that he was out of town which is why he was unable to return my call.
I noted that it does not matter someone at Marlo should be able to assist me with my query and that you all work for the same company.
Eddie advises that the Ottoman is not in fact out of stock but rather that he entered the wrong product code in addition, I'm advised that because of this, I was overcharged for the Ottoman and that he would organize a credit for the difference.
We organize a service call for the feet of my sofa and to inspect the sofa damage for May 6.
May 6: Delivery of sofa feet
I have to take time off work since no service calls are done on weekends.
No-one came to inspect the rip on my sofa.
The delivery person calls customer service and I speak to someone who advises that we have to pick another day for this service call.
In addition I notify her that I have noticed paint cracks in one of my night-stands and the drawers of the wardrobe are starting to come apart.
May 13: Service technician visits (Dave)
Again, I take time off work.
He inspects damaged goods and takes pictures and confirms that the nightstand and sofa need replacing.
May 14: I call Eddie about missing credit
It's been 12 days since we spoke about the credit for the overcharge of the Ottoman and nothing has appeared on my debit card yet, so I call Eddie.
May 16: Credit appears on my debit card
In the meantime
My bed breaks! The wooden panel holding the (three) slats in place simply breaks. I am now sleeping on an angle.
So, I call customer service and arrange yet another service call.
May 23: Service technician visits (Dave)
Again, I take time off work.
I have substituted the slats of the bed with the frame supplied to me by Mattress Discounters, since half my bed was being propped up by empty suitcases.
Again, he inspects damaged goods and takes pictures and we agree that the side panel of the bed needs replacing. Dave notes that the Mattress Discounters frame is probably better to use than the slats!
So, in summary, these are the items that require replacing.
- One nightstand
- bed side panel
- 2 wardrobe drawers
(and I won't even mention the cracks in the wardrobe that are now appearing)
Since I had not heard from Marlo since my initial service call on May 13 or my recent service call on May 23, I decided to call customer service to find out about a delivery time.
May 27: I call Eddie and he suggests that I call the Corporate Customer Service line (301) 735 2087
I speak to Cindy after providing her with my customer code etc, and explain the issue, she puts me on hold for approx 5 min.
Cindy comes back to the line and asks what exactly do you want me to do for you? I explain again.
She then notes that she has me down for replacement of a side panel I correct her with the full list of items.
She then notes that she will book me in for delivery sometime next week.I advise that I cannot take any more time off work and reminded her that these issues arose due to the fault of Marlo.
She puts me on hold for about 10min.
Cindy comes back and says that they cannot deliver replacement furniture on Saturdays. I'm perplexed!
It is at this point that I decided that I have had enough and that I cannot waste anymore time with Marlo and its Call center, so I ask Cindy to schedule a pick-up of all of the items I purchased and request a refund.
Cindy notes that she is not authorized to do this, I ask to speak to a supervisor and Cindy quickly puts me on hold for 15min.
Cindy comes back and says that her supervisor, Lauren will probably call me back tomorrow. (At this point, it's clear that Cindy is more irritated at me, than I at her).
I asked is she going to call, or is she 'probably' going to call. She replies, probably.
I then ask for Lauren's last name Cindy refuses to give this to me. So, I ask for Lauren's ID number she says they don't use those.
May 28: I call Eddie
I've explained to Eddie that I simply cannot waste anymore time on getting this issue resolved. I request my money back.
Eddie says he's not authorized and that he would investigate.
May 28: Eddie calls me and leaves me a message
Says he's investigating and will get back to me shortly.
May 29: I call Eddie and leave a message
May 29: I call the Corporate Customer Service line (301) 735 2087
I speak to Katrina.
I explain the situation very briefly to her. She is adamant that they will not deliver the goods on Saturday and noted that this is not Marlo's fault because the contractor they use won't deliver on Saturday (I'm confused because that's the day my original delivery came). I maintained that all of this was Marlo's fault. I paid almost $3,000 for damaged goods!!! My fear is that this terrible experience will never end and it's become very apparent that Marlo expect it's customers to be more flexible than them.
I ask Katrina for my money back. Katrina says that it's too late I've had the goods for too long!!
I ask to speak to a supervisor she says I don't need to as she is the most senior person there so basically, TOUGH.
May 29: I lodge a complaint with the Better Business Bureau.
May 30: I email the President of Marlo, Neal Glickfield with a formal complaint (Since I am unable to get through to anyone senior on the telephone).
That, coupled with the fact that no-one at Marlo is returning my calls.
The saga continues.....
Silver Spring, Maryland
U.S.A. Click here to read other Rip Off Reports on Marlo Furniture