My husband and I purchased a living room set from Marlo in November. We paid the additional cost for the extended (5 year) warranty. A leg fell off the Ottoman, then the chair - and then last week the sofa.
I called the customer service line and an operator answered I explained the problem to her. She took my name and phone number and put me on hold. After 3 or 4 minutes she came back and asked me which piece had lost a leg. I told her the ottoman, the chair and the sofa.
She put me on hold again for 3 or 4 minutes. She came back and said that my warranty specified that I had to report the damage within 5 days. I told her that it had happened two days previous. (Which was true in the case of the sofa) She put me on hold again.
After 5 minutes she came back and said the supervisor said that she would not be sending a technician out. I told her that I didn't want new furniture I just wanted the legs put back on. The furniture wasn't even a year old. She said nothing. I asked to speak to the supervisor. She said she'd take my name and number and have her call me back. (She already had this information) I gave it to her again. It's been 5 days and I have yet to hear from her.
My furniture has been in my home for 10 months. The screws that hold the legs on are falling out at a rapid rate. I am done with Marlo. If you purchase furniture from these people dont waste your money on the extended warranty. They will look for every loophole there is not to honor it. I am not going from just my experience - I have heard other horror stories. Customer service
at Marlo Furnitur ends when you sign your name on that bottom line.
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