I purchased my living room set (a sofa, a loveseat, and three coffee tables) and bedroom set (a king size bed, a night stand, and a dresser) from Marlo's Furniture Rockville store on October 2003.
It was a terrible terrible terrible experience for me. It all started with the delivery guys. There were around 5 big careless delivery guys came to my house. They broke my hall way light, scratched my stairs' handle and walls. They also unpacked and assembled my furniture inappropriately. They didn't make sure the staples are off and later on I was hurt by the staples which were still attached to my sofa. They didn't assembled my king size bed right which was another issue for me later on (my bed collapsed). I guess I was chicken because I couldn't say anything to them at that time.
As I mentioned, I was home along and they were 5 big guys. I was afraid they may do something to me; therefore, I think the only way I can do just tip them less. Well, unexpectedly, they were unhappy about the tip and slammed my door before leaving.
It was just the beginning of my nightmare. I went back to my house and opened the three coffee tables box which they didn't assemble for me. Guess what? They delivered the wrong set. Mine should be glass coffee tables, but they gave me a cherry wood set.
I called customer care and they promised to redelivery the right one to me and we set a deliverer date. However, they didn't show up on the deliverer date. Nobody contacted me to let me know what's going on. I called again and rearranged again. Surprised, they didn't showed up!
As usually, nobody called me either. I had to call them and rearranged again with those rude customer service operators (they don't even apologize to me). Finally, two weeks later, I got my right coffee tables. Ok, you think the nightmare is over? NO. I got my Marlo's Credit Card bill and found they didn't add me to the 0% interest rate promotion. I didn't want to call them anymore because I knew they were just going to transfer me around.
I went to Rockville store in person and corrected it. This is the easy one, but still took about 2 or 3 bill cycles to correct that. I over estimated Marlo's Furniture's quality, 4 months later, my center support for the king size bed broke. I was jumping on the bed or anything. It broke when my mom came to visit me. A king size bed can't support two women??? I am only 110 pounds and my mom is 120 pounds. I called customer care and they said I have to talk to the Rockville store people since I bought from there.
I went the Rockville store on 2/14/2004, of course, I was waiting for people to help me, and not surprised, I have to face their unprofessional employees. Finally, Denis and the store manager Paul said they will email to customer care.
A week later, nobody contacted me, so I called Denis again. She said she is going to email. One more week later, still nobody contacted me, I called again.again.again. . I kept emailing to Chris Stevens and Calling Paul, nobody responded me anymore. Now it's 3/12/04, still no resolution.
Finally, I reached Paul yesterday. His attitude was extremely bad, but he scheduled a deliver date for me which is 3/12/04. He said there is no delivery windows for me, so I have to take off from work whole day to wait. Nobody showed up until 10am, therefore, I called deliverer center to make sure they are coming. Surprised! the operator said there is no delivery set for me. I called back to Paul, he was talking to me with his fading voice which sounded like he is sleeping. He said it was not the conversation, and he said he didn't say anything about the delivery. What? I was talking to a ghost yesterday? I wished I had a recorder. He said he is going to email the customer service manager and she will call me. Okwhen? a month later or a year later? Now it's 3/14/04 12:36pm. Still nobody called me.
Anybody has any advice? What should I do? They don't care about me and are not afraid to lose me because I already paid everything 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.
Silver Spring, Maryland
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