My story is very similar to many previous customer reports on Marlo Furniture.
Bedroom set costs $1500 - canopy bed, night stand, chest cabinet, mirror (bed is missing footboard posts that are necessary to attach the canopy)
I purchased a bedroom set that has a canopy bed in August (it is now December). The bedroom set was delivered to me about September 26 or so. When delivery men were putting it together, we noticed that footboard posts were missing, and therefore the canopy could not be assembled.
I told the delivery men to take the set back and bring me back complete furniture set. They refused to take it back. I tried calling customer service while they were still there, and could not get through. There is always the ever "we're currently experiencing heavy call volume" message.
I have been calling customer service once a week ever since the delivery men brought me the canopy bedroom set, and each time the representative tells me that they are placing the order for the missing parts to be shipped to me from the manufacturer.
Each subsequent time when I call the customer service, they informed me that there was no previous request placed for the order of missing footboard posts for the canopy bed.
I went to Marlo in person several times in November (Nov 6,13, and 20) and asked for the store manager. The woman named Cherry Webber came out, called for some guy named Gills, and told me that he will try to get the posts from another store and deliver it to me.
I won't go into all the details here of same lip service and same aweful customer service that all the previous customers posted here before me. Calls with voice messages that are not possible to comprehend, delivery men that left marks everywhere in the apartment when they dragged the furniture to me with their unwashed hands.
Calls to customer service center 301-735-2087 that were routed back and forth between agents and had me on hold for more than 40 mintes only to hang up on me in the transfer process. Associate store manager named Doug in Rockville location that informed that he can do nothing about my missing posts and that I have to deal with customer service.
Customer service manager Anne Allison that never returned my calls.
It's been over 3 months, and my bedroom set looks ridiculours without missing pieces. Hours spent on the phone during work, lunch time hours that could have been used for other activities, and needless to say, lots of anxiety and stress related to this situation.
Next week I'm going to small claims court and filing a suit against Marlo. I'm really hoping one of the lawyers would do a class action suit against this horrible company that takes advantage of busy professionals and foreigners.
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