I wish to strongly complain as to the horrible experience encountered with Marlo Customer Service on September 19, 2019 at about 3:45 PM. I called (301-738-9000) to arrange a delivery time for a purchased couch. I spoke with someone who identified themselves as only “Barbara” and tried to get her to understand that a time is needed so as to arrange for acceptance of the furniture. This person told me that Marlo schedules deliveries and that no changes could be made. She further said that she “did not have to give me any information”, that she “has no Supervisor or Manager” to whom I can speak and would not further identify herself. Further, she would not give me the address of the Marlo Corporate Office or the contact of any other person who would work with me.
This person is highly obnoxious and objectionable. It is difficult to believe that Marlo is aware that they have such a vile person working as a Customer Service Representative. Obviously, this person should be removed from contact with the public. It is fortunate that there are several internet outlets wherein this atrocious experience can be set forth for the protection of other shoppers.
I assume that Mr. Glickfield is actually President of Marlo in that, given calls to several Marlo numbers, no one would tell me who the Company President is or the address to which he can be mailed.
I bought an expensive leather sofa from Marlo. The salesman assured me that it was coming from North Carolina and would be delivered in 6-8 weeks. At that time, I learned that the sofa was in fact coming from China and would be 12 weeks until delivery. Strike One
The first delivery crew refused to try to get it through my narrow door. When I went back to Marlo to either find a similar sofa (nothing available) or arrange a refund, another salesman measured the store display and said it should definitely fit through the door. A second crew arrived a week later. They did not take the front door off its hinges and crammed the sofa into the house. Luckily, there was no damage done to the sofa but a few hours later, I found that they had gouged my wallpaper in several places and had gouged a wood step. In addition, they had snapped off the ringer on the antique doorbell on the front door. Knowing that I was going to Marlo within 72 hours because the cushions were like sitting on concrete, I filed a complaint then, complete with pictures. I was referred to the warehouse supervisor who said that because the damage was not reported within an arbitrary window of 2 hours, they would not repair the damage. She opined as how anyone could have snapped off the ringer. This was impossible as no one had used the door since and also because I found the ringer piece inside the house, not outside. When I went above her head to the next level, he dodged my many calls and refused to call me back. Strikes two, three and four.
I filed letters of complaint with 5 members of the Board of Directors, including the President of Marlo Furniture. I heard from an "assistant" to the Board that they would send me a $100 gift card for the delay in delivery and the stiffness of the cushions. She said they would not do anything about the damage the deliverymen had done. A gift card does me absolutely no good at all as I will never purchase again from Marlo furniture. I can live with the tardiness in delivery and the cushions will loosen up over time. The real issue was the damage done to my home which Marlo refused to correct.
If you buy from Marlo, be apprised that they do not stand behind their service and could care less that a repeat customer is very unhappy. As the saying goes, BUYER BEWARE!!
Marlo Furniture Company, Inc. Reviews
I wish to strongly complain as to the horrible experience encountered with Marlo Customer Service on September 19, 2019 at about 3:45 PM. I called (301-738-9000) to arrange a delivery time for a purchased couch. I spoke with someone who identified themselves as only “Barbara” and tried to get her to understand that a time is needed so as to arrange for acceptance of the furniture. This person told me that Marlo schedules deliveries and that no changes could be made. She further said that she “did not have to give me any information”, that she “has no Supervisor or Manager” to whom I can speak and would not further identify herself. Further, she would not give me the address of the Marlo Corporate Office or the contact of any other person who would work with me.
This person is highly obnoxious and objectionable. It is difficult to believe that Marlo is aware that they have such a vile person working as a Customer Service Representative. Obviously, this person should be removed from contact with the public. It is fortunate that there are several internet outlets wherein this atrocious experience can be set forth for the protection of other shoppers.
I assume that Mr. Glickfield is actually President of Marlo in that, given calls to several Marlo numbers, no one would tell me who the Company President is or the address to which he can be mailed.
I bought an expensive leather sofa from Marlo. The salesman assured me that it was coming from North Carolina and would be delivered in 6-8 weeks. At that time, I learned that the sofa was in fact coming from China and would be 12 weeks until delivery. Strike One
The first delivery crew refused to try to get it through my narrow door. When I went back to Marlo to either find a similar sofa (nothing available) or arrange a refund, another salesman measured the store display and said it should definitely fit through the door. A second crew arrived a week later. They did not take the front door off its hinges and crammed the sofa into the house. Luckily, there was no damage done to the sofa but a few hours later, I found that they had gouged my wallpaper in several places and had gouged a wood step. In addition, they had snapped off the ringer on the antique doorbell on the front door. Knowing that I was going to Marlo within 72 hours because the cushions were like sitting on concrete, I filed a complaint then, complete with pictures. I was referred to the warehouse supervisor who said that because the damage was not reported within an arbitrary window of 2 hours, they would not repair the damage. She opined as how anyone could have snapped off the ringer. This was impossible as no one had used the door since and also because I found the ringer piece inside the house, not outside. When I went above her head to the next level, he dodged my many calls and refused to call me back. Strikes two, three and four.
I filed letters of complaint with 5 members of the Board of Directors, including the President of Marlo Furniture. I heard from an "assistant" to the Board that they would send me a $100 gift card for the delay in delivery and the stiffness of the cushions. She said they would not do anything about the damage the deliverymen had done. A gift card does me absolutely no good at all as I will never purchase again from Marlo furniture. I can live with the tardiness in delivery and the cushions will loosen up over time. The real issue was the damage done to my home which Marlo refused to correct.
If you buy from Marlo, be apprised that they do not stand behind their service and could care less that a repeat customer is very unhappy. As the saying goes, BUYER BEWARE!!