• Report: #204542

Complaint Review: Marlo Furniture

  • Submitted: Fri, August 04, 2006
  • Updated: Fri, August 04, 2006

  • Reported By:Frederick Maryland
Marlo Furniture
725 Rockville Pike Rockville, Maryland U.S.A.

Marlo Furniture ripoff delivery, home damage Rockville Maryland

*Author of original report: Bad Customer Service

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Ordered some furniture to be delivered on 8/3/06. The furniture is dropped off at my home with someone who was helping me move into my new home. This was not suppose to be done because I had explicit instructions to call myself and my wife, who only works only 10 minutes from my home in rush hour traffic. Upon my arriving home from work, I inspect the stairs which they had to take to place the furniture in the room it was suppose to go in. There were a total of 3 (1 going into the sheetrock) scratches to my paint, 4 dents to the wall and 1 hole. I then inspect the tables which I find were not assembled. I find the end table had the skirting to the top damaged like it was smashed on the corner. I immediately call Marlos in Rockville at approximately 6:30. I was told that the person to call for home damage, Ethel, was not in, that she left early for the day and given her extention to call the next day. I called corporate customer service to file a claim for the end table, which was closed for the day.

The next day I called Ethel and she claimed she needed to call the driver and she would get back to me. This is at 8:20 a.m. 8/4/06. I come back early from lunch early to give her a call at about 12 p.m. She states she has not contacted them yet and probably will not get around to it next week. At this point I figure I would get at least the end table resolved. I call customer service and after about 20 minutes on hold, I get Tetico. I tell them that my end table was damage and that I would like a refund because I do not want more Marlo Employees in my home to do further damage. To my surprise, they told me that I will get a call on Tuesday 8/8/06 to get a window for 8/8/06 when they will come pick up the table. I mention they also did not put together my tables and that with the $139 delivery AND ASSEMBLY fee, it would be done. He confirms this. I ask to get my $139 back since not only did they damage my home, they did not connect everything and I have broken furniture. He states I need to speak with his manager Maria. I am then told she will not be in for an hour since she was at lunch. He ask if there is anything else I wanted to claim, and I mentioned about my home being damaged. He states I have to contact Ethel. I state that has been done and she will not get to it until next week. I hang up and go to the bathroom and come back to my desk to see I have a voicemail. I check the voicemail and its Ethel. She states that she got contacted by the Customer Service over in corporate and since I needed an immediate answer, the answer was that my claim for the home damage was denied, and stated I had signed a waiver. I asked her to fax me this waiver because I do no remember signing one. It is now 3 hours later and I still do not have a fax for this. I call Tetico back, and ask for Maria, she is still not in, she is taking an extended lunch. I will update as it comes. I see now on this site about the crappy customer service and just service over all this company has. I wish I would have known before hand, it seems I have a long road ahead of me with this company. Worst part is, I just want my $139 delivery charge back and to come get the end table and it would be the end of all this. I may return my entire purchase, which is a Berkline Reclining Couch/loveseat set, coffee table, and end table.

Jerry
Frederick, Maryland
U.S.A.

This report was posted on Ripoff Report on 08/04/2006 11:41 AM and is a permanent record located here: http://www.ripoffreport.com/r/Marlo-Furniture/Rockville-Maryland/Marlo-Furniture-ripoff-delivery-home-damage-Rockville-Maryland-204542. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Bad Customer Service

AUTHOR: Jerry - (U.S.A.)

I called three times to get ahold of Marie. The first two, I was chuckled at while informed that Marie was still not in, the third time, I was on hold 45 minutes until Kathleen picked up. I asked for Marie, and she stated she was out of town, then propmtely put me on hold. 10 minutes later, she got back on and asked what I was calling about. I told her I was told to call back at 2:30 (It is about 3:10 at this point) to speak with Marie after she got off lunch (Not pointing out that she just told me she was out of town), and it was in regards to getting my delivery charge back.

She stated that Marie would infact be back in a couple of minutes, that she had my information in front of her, and reconfirmed that my end table is to be picked up Wednesday the 9th of August. During this entire conversation, I can hear a sound like she is chewing gum, I ask her to see if she is, and I get the answer "Yes, so?". I then inform her, I just wanted to make sure my phone wasn't making that noise. She states she will give me a call back when marie shows up. This is at about 3:25. I will keep this updated as it progresses.
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