Marlo Furniture MarloFurniture Rockville, Maryland - The MOST dreadful experience with this company - terrible service - below 0 for customer satisfaction and service!!! Rockville Maryland

I have had a number of issues with Marlo Furniture. To begin, their customer service is horrible. Each time I have called the company to resolve one of the many problems with my order between 01/14/08 and 02/23/08 representatives were unhelpful, unresponsive and altogether rude. Representatives, on numerous occasions, raised their voices to me or hung up on me. To reach anyone, I first had to be transferred five to six times at the minimum because no one would claim responsibility for a problem. Furthermore, each time I asked for a manager the particular representative would tell me there is no manager.

On the first incident, I called Marlo on 01/14/08 to exchange a chaise lounge for two additional chairs (before my items were delivered). The representative, Shakira, told me I would get the difference in the invoice - $164.67 - mailed to me in 10-12 business days. After the check did not come and after several phone calls to the company, I went to Marlo in person on 02/10/08 and spoke to several representatives and two managers. One manager, Martn Mezeas, dismissed me and would not help me with my invoice and the other, Cheryl Mezeas, after waiting for 45 minutes finally listened and helped me get my refund in the amount of $164.67, which arrived in the mail two weeks later on 02/23/08 (one month and 10 days after my exchange was made). Overall, the staff and managers were very rude and dismissive.

On 01/26/08, when my items were delivered, they delivered the wrong table. When I called to let my salesperson know, the representative told me it was not her problem but a warehouse problem, and I should just use the table they delivered until I can contact my salesperson Umar Wasti, who has never returned my phone calls since the incident began. Meanwhile, I still have the table in a very large box, which I cannot move alone, in my hallway. I live in DC and do not have a car or the physical strength to take the table back. Marlo has promised me on several occasions to come get the table, but each time of waiting several hours on the day of delivery, they have told me the delivery was cancelled and "someone" should have called me -- no one called me! Each time a delivery was scheduled, I have either taken time off work or had a friend arrange to be there for the delivery. I have spent much of my valuable time calling and waiting on Marlo to take care of their mistake.

They have also cancelled the delivery date for the correct table, stating each time that they do not have it in stock in order to schedule a delivery in the first place they have to have an item in stock, so why am I getting mixed messages from this company? Are they selling tables in stock for customers who are closer in proximity? I paid a considerable amount of money - $1230.14 for this furniture and terrible service. The last call I received from Marlo was on 02/26/08 telling me that my table would not be delivered as (re)scheduled on 02/27/08, and that I should contact my salesperson for further details. They also stated another delivery would not be available until mid-March. I just moved to DC and do not have a table or the patience to continue dealing with this company. When I told them to just cancel the order and pick up the incorrect table and the four chairs, the representative told me I'm "stuck" with this order because returns can only be made after the first 48 hours of the purchase. I am so frustrated with this company. I would just like a table to eat on and some truthful, non-combative answers from Marlo Furniture!!

Raesah
Washington, District of Columbia
U.S.A.