i purchased a bed room set from Marlo Rockville Store on July 22, 2007. the first delivery was scheduled for August 4. when the set arrived, i found that the headboard was defective .
i called their customer service reschedule a delivery. After waiting on line for at least 10 to 15 mins, i was finally connected to a service rep. the lady i spoke with was very rude and unprofessional, she simply told me the headboard wont be in stock until mid Aug, and at this point there's nothing they can do.
i called them on August 12 (or August 13) and was told the headboard was in stock now. They only deliver to baltimore on Thursdays but I won't be able to wait for the delivery at home due to my work schedule, i decided to leave work a bit early on a week day, drive to their warehouse, and pick up the headboard myself. Before i headed there, i called them to confirm and was ASSURED that the headboard was there.
HOWEVER, after driving all the way up for an hour and finally got to their warehouse (in MD), i found out they DID NOT have the headboard in stock! I was very frustrated and exasperated!
When i got home i contacted customer service and was told the headboard would be in stock August 24. On August 20 (or 21?), i received a call from the sales rep from the Rockville store. he informed me that the headboard was in stock now and i could schedule a delivery.
i called the customer service and scheduled the delivery for August 23, which is today. Because i need to go to work, I had to ask my friend to come over to my house to wait for the furniture. Thank God the headboard arrived..BUT guess what, it was still DEFECTIVE!
I called the customer service was told they won't be able to give me any further info on reschedule delivery etc until tomorrow afternoon around 2 pm. I requested to talk to their manager and was told the manager was not in. I called in again and requested that again, this time i was put through a general voice mail. The FUNNY thing about their phone number is whenever you dial their local store phone number listed on their website, 99% of the time you will be put into a general voice mail. Not mentioning the long waiting time you will have to bear with when you call their customer service number.
at this time, i really don't know what to do. i thought about returning the bed room set, or reschedule for another delivery. But after reading all the other postings on this website from other Marlo customers, i figured maybe a more hassle-saving way is to go pick up the furniture again myself.
i have never had experience like this when purchasing furniture. It's simply appalling to know how unprofessional and unresponsive they are! It's absolutely the worst customer service i've ever had so far!! I certainly would never ever buy anything from Marlo and would not refer anyone i know to do so!