Hello Fellow Victims,
We purchased a livingroom set from the Rockville gallery in April which was damaged upon delivery. Marlo's agreed within a month to send out a replacement sleeper sofa. That order was cancelled when the item was discontinued but no one notified us because apparently they don't do that. I didn't find out it was cancelled until DECEMBER after several attempts to find out what was taking so long. We were told to choose a new set by an angry supervisor and by Chris Stevens, which we did on December 26, from the Forestville gallery. Chris totally ignored the question of a refund in response to an email I sent earlier, though I'm sure he though I hadn't noticed. The delivery date for the new set was January 9, the same day as the pick-up of the old set, and I stayed home to meet it. Except that delivery was also cancelled, and, trusting soul that I am, I was shocked all over again.in an interesting twist, the pick up of the damaged furniture was NOT cancelled. I called to find out if another truck was coming, sat on hold for 30 minutes, and a woman said there was no delivery because the new set cost less than the old set and that causes all sorts of mathematical problems for them. So the set earmarked for me had been sent to somebody else, and I would likely get to spend the winter watching the Sopranos on the floor.
Another love seat was available for delivery on the 25th of January, as was the obligatory cancellation, but that's just as well anyway since I spent the whole day at work with my phone off waiting for them to not call and tell me the order was cancelled.in fact, I am never going to be at home for a delivery from Marlo's again. I called back on the 29th, and a woman told me that none of the items is in stock, so naturally no one knows when they will be. That was why the order was cancelled. Everyone there refuses to give me my money back even though this whole mess is the fault of whichever idiot is running this company into the ground. There is also a policy which says that if they miss a delivery date by two weeks or more, that the customer has the option to a full refund, but I suppose that a company that doesn't deliver what it sells wouldn't pay much mind to a thing as small as a binding contract.
Anyway, It's now the middle of February, and I haven't gotten anywhere with Marlo's, but I've had a bit of fun complaining to every site I could find on the web. It's amazing the kind of motivation for vengeance you can develop after a month with your butt on the floor. If you haven't already, make sure you go to BBB.org, planetfeedback.com (thought you'll probably not get much help from Neil Glickfield, the president of Marlo's), consumeraffairs.com, and even the attorney general's site for your state. Makes a nice dent in their reputation when everyone does that. I actually got my first ever call from customer service after filing a complaint with the Better Business Bureau, though the poor idiot probably can't help me much given that I expect justice, and not some piddly little discount on my 'next purchase' at Marlo's. At any rate, if you're as ticked off as I am, email me. I am collecting the email addresses of other victims from complaint sites all over the web and I'd love to get in contact with you too, and maybe contemplate a nice little lawsuit in our favor. If you had trouble and got it resolved to your satisfaction, PLEEEEASE tell me who you dealt with and who I'll have to kill to talk to them myself. I would really appreciate it.
Autumn in Bristow, Virginia
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