I had bought some furniture on 10/15 and were delivered on 11/12 around 12 noon and finished at around 3.45 pm. The items (invoice attached) were as follows:
1. King bed set
2. Queen bed set
3. Leather sofa set
4. End table set
5. Dinette set (table with four chairs)
6.2 extra chairs for dinette set
On delivery day, the delivery crew informed me that the slats for the queen bed that is used to hold the spring box and mattress in place was missing. Also the screws for the dinette table legs were missing. I realized that the two extra chairs I ordered were sent in the wrong color (brown instead of black).
We (the crew and I) called customer service that then promised to send out a technician that night to fix the problems and promised that the two chairs would be redelivered the next day.
The technician arrived with few planks of wood that he was trying to make do with (did not belong to the queen bed). It did not work out, he said, someone would call me the next day to bring the missing items.
On Monday 11/13, I received no call. I called the store and spoke to my sales guy Gamil about the missing items; he told me someone would call me. No one did, I then called at 4.30 pm and spoke to a Mrs. Miller at 703-941-0800 ext. 3161 who promised someone will call me right back-no one called.
I called at 11.35 pm and left message for Mrs. Miller that no one called. She did not call me back till 11/20.
On 11/14, I decided since no one has called me, that I would call to cancel few items. I called customer service at 301-735-2087 starting at 10.35 am to inform them that I was not happy with the sofa set, the end table set and the king bed set and would like to return them (as I had 48 hours to do so).
I spoke to a Lynn who told me I would have to call the local store I bought it from. I called the store at 10.37 am and spoke to Rhoda at ex 3155 who told me I'll have to talk to a Manager who was not in and that Mrs. Miller was also unavailable. I left messages for both Mrs. Miller and the Manager Mike Boller (sp?), no one called back.
I was getting frustrated and not wanting to miss my deadline-48 hours-I made few more calls to both the store and customer service. Between 10.35 am and 11.20 am I had made about 15 calls with either no one answering their phones or someone giving me the run around and passing the puck.
I finally spoke to Katrina at 301-735 ext. 3303. She took my information about the returns and told me if I decided to re-select, I have 21 days otherwise someone will call to schedule picking up the items. She also told me the missing items would be delivered on the 15th
On the 15th, I received no calls; I made few more calls and was told to talk to the manager Cheryl at ext. 3315. I left her a message at 1.40pm on the 15th. She did not call back; I called customer service again and was then told definitely they'd come out on the 16th.
I got a call on the 16th that the delivery was on its way. Upon the arrival, the driver found out that he brought the wrong item for the dinette table and had not brought the slats for the queen bed. He called his store, they said they will deliver the correct items on Sunday. At this point I had had it, I told them I don't want the items anymore and they should come pick up ALL of their items.
I was told to talk to the Manager (Cheryl) at customer service I left her a message at 3.45 pm, she did not return my call. I called again at 4.35 pm on the 16th, she said they'll have to send someone to inspect the items before they would take them back. I asked her when she thinks they'll send someone out, she then put me on hold to check. She returned and informed me that I would have to deal with the store itself where I bought them. I called the store, I was told customer service would have to handle it, I then called Cheryl, and she then informed me that they would not accept the returns.
I informed her that I had called within 48 hours for the first three items and since the remainder two items were incomplete at delivery and was yet to be fixed, I have the right to return them. She said they'd have to call me back with a decision-no one called.
I called my sales person at around 1 pm on the 16th and he said he has spoken to his Manager LeAnn who promised to call me within 10 minutes. At 3.47 pm I called her after I did not receive a call from her. I left her a message, she never called me back not as of today.
I called and left my sales person a message that LeeAnn has not called back. I then called and left a message for Mike Boller, who never called me either. I also called Katrina at 4.55 pm, she said a Manager would call me back, no one ever called.
On the 20th, I called the store; no one picked up the phone-as usual. I then called my sales person and told him I need them to come pick up the items ASAP. He told me he was going to talk to a Manager. He called and told me Mike Boller was going to call me within ten minutes-he did not.
At 4.03 pm, I got a call from Mrs. Miller-who was supposed to call me back on the 13th and never did. She tried to say that they offered $200 gift certificate and offered to bring the missing parts on Sunday the 19th etc I told her I was disgusted with their service and would like them to please come pick up their products.
She then tried to tell me that they were too much items to return etc and will have to talk to her Manager about it and get back to me.
No one called back. I again called my sales guy three more times in the next days to follow, unfortunately it was out of his hands and could not help.
I called again on the 22nd, 27th, 28th and 29th, left messages for Mrs Miller, Cheryl and Mike Boller, as of yet, no call back. It is absolutely IMPOSSIBLE to get through to a live person, i must have called over 100 times and could not get a live person. I must have left over 50 messages, no one returned my calls.
My table is still on the floor, queen bed still without a matress and no one has bothered to schedule a pick up time.
I would NEVER EVER buy or recommend any one buy ANYTHING from Marlo.
Riad
Germantown, Maryland
U.S.A.
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