• Report: #103300
Complaint Review:

Marlo Furniture

  • Submitted: Thu, August 12, 2004
  • Updated: Fri, September 10, 2004

  • Reported By:odenton Maryland
Marlo Furniture
13450 Baltimore Avenue Laurel, Maryland U.S.A.

Marlo Furniture Horrible god awful service Laurel Maryland

*UPDATE Employee: Horrible Service

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On July 21st my furniture was delivered. I has a brand new bed with frame, and a couch and large chair delivered. I was very excited and surprised the furniture came when it did. I thanked the delievery men gave them each a soda and told them to have a great day because I thought I was. Then I go to put on the dust ruffle. There is a large whole in the box spring where someones had has gone thru. I called the corporate office right away and asked them to bring another box spring this was at 4pm. They tell me to call tomorrow no ones there to take the complaint? I call the next day I'm told they will put the request in and it will have to be ok by a manager. a week goes by and we call back. The box spring was approved and they will deliver it in two weeks 8/11.

I called the 8/4 to confirme the date. I was put on hold for 20 minutes by some girl who then tries to hang up on me after that time. I tell her she was looking up my info. She rudly tells me its going to be delivered on 8/11 and then hangs up. Great Customer Service. We receive a call on 8/10 saying the funiture will be delivered on 8/11 8-12. 12pm comes and no furniture and no phone call. I call and speak to Cindy who takes 20 minutes to tell me she is not sure where the delievery truck is and wants me to hold some more. I ask Cindy to call me back she says she will. I call customer service back at 1:30 and speak to Mary who say they will be there I'm next on the route. 3:00pm comes and I call back and speak to Cindy again I ask where is the truck she says in Ellicot City and I'm next on the route. 5:00pm comes still no furniture and the phone at customer service rings and rings. I was told they close at 6pm.

I know all the times because when you waiting for hours you have a tendency to look at the clock.
I call this morning 8/12 at 9am and ask for a manger. They get to work at 10am. Peggy from customer service says she can help but wants it to be known its not customer services fault and I should not blame her she is being told things from the dispatch office. I'm also told the box spring wasn't delievered because it was outside the dellieverly truck peramitors. Ellicot City is 20 minutes away from my phone. I'm then told I will have the delivery on 8/17 and she will try and request the morning time. I'm also told I should call the managers at the dispatch office and speak with them. Once again this is Customer Service?

This is by the far the worst cusotmer service I've ever encoutered. I do the same job and I have for the last 7 years. A friend at work told me, "good luck getting your furniture from Marlo they are horrible." I'm knew to the area my husband is in the military and recieved a bonus. we had been sleeping on the floor for the last year waiting for that money and we now feel we've been ripped off.

odenton, Maryland

This report was posted on Ripoff Report on 08/12/2004 07:51 AM and is a permanent record located here: http://www.ripoffreport.com/reports/marlo-furniture/laurel-maryland-20707/marlo-furniture-horrible-god-awful-service-laurel-maryland-103300. 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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Updates & Rebuttals

#1 UPDATE Employee

Horrible Service


Dear Danielle,

I apologize your delivery did not happen as scheduled in the time frame that was given.
We try to express that these are estimated windows
and should happen barring any unforseen events.

We try to be as responsive to the customer as
possible and sometimes have to rely on the info
provided to us by others.

Please contact at the previous address given if
the matter has not been resolved and it will be addressed.

Thank you.
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