It is too lengthy to describe here, but you can read others' reports on Marlo Furniture.
I have dealt with all of their stores. All they care about is their commision. Every time I have been there, I have had billing proiblems, pickup problems, and genere horrible customer service problems. No one there cares about the customer.
Once furniture is sold, no one will talk to you. They give you the run arround, transfering you to other locations. They will tell you to call one store, but w/o the name of an employee, you can to talk to a human.
On their website, they do not list the customer service number, and do not even list the physical address of the stores or corporate address.
They are rude to eachother and the customers. All they care about is doing their job, and not about the company reputation...
Below is a brief description of the recent events, as they unfold. Last time, 1 year ago, it was disturbingly similar. I will NEVER shop there again, and will DEMAND my money back!
3/25
I purchased furniture at the Laurel store on Saturday. I was told that I could pick my furniture up on Sunday in VA. After waiting over 1 1/2 hours, I was told that two items were at Forrestville (Which we can not pick up from). We said that we would take the 1 item in stock, and come back. Well, the gift certificate that we paid part of the amount with had not been processed yet, so our account showed a balance, and the warehouse did not bring our item to us.instead, we waited at the loading dock, watching everyone else come and go. After waiting, I talked to the pick up manager, and was directed to customer service, so said that it was the Laurel stores' fault (As was the fact that our other 2 items were not there).
The management was completely unwilling to accept responsibility or work things out beyond blaming another office, department, person, or policy.
Then, when we got home, we found out the item we took home was the wrong color. The stock number on the carton was incorrect.
I have tried to contact customer service, and was told to contact the laurel main desk. Of course, there is no way to contact anyone at the stores without an extension.
The Marlo stores need to have a unified voice and stand behind what each other does.
I am very upset with my purchase, and if this issue is not resolved soon, I will cancel my order, and force my credit card company to stop payment.
Also, the store manager in VA offered us $10 off each chair we purchased, since that was all that he could do for us. Of course, we had already paid in full, so we now have a new invoice that says that we have a balnce due of the chairs -$10 each. Once again, another misake due to miscommunication of stores/departments.
I hope that this e-mail will be followed up quickly. I am sending a copy of this to the Washington Post, as well as the Consumer Protection Division of the Fairfax County Government, and www.consumeraffairs.com.
Aaron
Silver Spring, Maryland
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