I'll list the events chronologically:
Bought a King bedroom set from Marlo's Rockville store. To be delivered on 04/18/2008.
During delivery, one of the stands of the centre support (that supports the slats) broke. Also the slats delivered were generic ones and not the same as seen in the showroom. This is a platform bed and has specific slats, of the same colour as the bed frame and also appear to thicker and sturdier.
During delivery, someone called (possibly customer service), to whom I explained the problem. I was told that I could pick the centre support from the Laurel store.
Sometime in May:
After returning from vacation, I contacted the Laurel store about the centre support. Was asked to contact customer service(CS). Called CS. A technician (Dave) was assigned to come and take a look on 06/04/2008 (Wednesday).
Dave calls to set up a time. We couldn't agree on the time. I was told that the CS would call to reschedule. Nobody called, and after a few I myself called the customer service to set up another technician visit on 06/25/2008 (Wednesday).
Nobody called. Nobody came.
Called CS yet again to schedule a tech visit on 07/02/2008 (Wednesday). The previous night Dave called and an appointment was set up.
Dave called at around 8 am to cancel.
Called CS to schedule tech visit for the following Wednesday, 07/09/2008. The previous night Dave called. Between 1 and 2 pm on 07/09.
Nobody came. Nobody called either. Called CS at 4 pm. I was told that the technician cannot solve the problem and a driver is going to be assigned to bring the part over and install it. And that they are working on it. I called back later the same day to be told that the driver would come the following day to install and would call before coming.
Nobody called or came. Called CS to find out what was happening. I was told to have a little patience...
Called CS. Was told that the driver would call on Saturday (07/12/2008) morning to schedule the delivery and installation. Not surprisingly, nobody called. (Is there a pattern here?)
Called CS for the umpteenth time, this time for a REFUND to be issued and furniture taken back. I was transferred to the 'Supervisor of Cashiers' at the Rockville, MD store. When I asked for a REFUND, I was told to email CS, which I did promptly.
Went to the Laurel store to see if the manager can help me resolve this issue. Was referred to CS.
Called CS. Was told that the only thing they can do is assign a technician (possibly not Dave this time). Since it is not within 48 hours of delivery, they cannot issue a refund.
After going through this process for almost 2 months now, I want my furniture to be taken away and a refund be issued. I am stuck here with a defective bed and have no idea how to go about getting a refund.
I am also going to file a complaint at BBB's site. I have absolutely never had such experience with any customer service.
Aggrieved marlo customer