I'd read the horror stories about Marlo's, but I figured that people never write about their good experiences, only the bad. So, I decided to give Marlo's the benefit of the doubt and give them my business.
Oh, what a mistake. I went there to order a couch, but I didn't like any of the colors of the couches that I liked, and vise versa I didn't like any of the couches in the colors that I liked.
So, I bit the bullet and ordered a couch. 4 month waiting period. Fine, may as well wait and get what I want. 4 months goes by, my couch is in. I schedule a delivery, and the best they can give me is a 3 hour delivery window. "it'll be there between 8 and 11, and we've noted your request for the delievery to be as early as possible". So, the day comes, and they show up at 11:45. Wow, so punctual.
So, I'm standing on my balcony, watching the delivery men unload my couch, and wouldn't you know it, they drop it off the back of the truck. The frame broke, turning the couch into a wobbling piece of junk. Just great. So, I call up Marlo's, they say we're really sorry, you can buy the couch at a discount. Ummm, thanks but no thanks, I don't want a broken couch.
So then they offer my a 10% voucher on a future purchase. Ummmm, thanks, but I don't plan on buying any furniture in the near future, and I want some retribution for my CURRENT situation, and I want it now. So, I go back to the showroom, pick out a new couch and matching chair that I didn't really like all that much, but I wasn't waiting another 4 months.
I get a 7% discount applied on the spot vs. The 10% future voucher. Geez, what a deal. So I'm told the new couch's are currently out of stock and will be in on the 12th of September. I ask the salesman, are you SURE they will be in on the 12th?
I need to schedule a rental truck because I can't afford to lose another half a day of work waiting for furniture. Also, don't want to watch my stuff get tossed around again. He says yes, it will be here on the 12th. So, I rent a truck.
I go in on the 10th to pay my balance, and the cashier says, It doesn't appear as though your couch will be in on the 12th, more like the 16th. Uh oh... This isn't good, I've already rented a truck, and I've got 20 people coming over for a party this weekend.
The futon I've been sitting on for the last 5 months now just isn't going to cut it. I'm irate, I call over the manager and demand an explanation. "well, he says, we can't control this, the manufacturer has delayed the delivery."
I reply, "that's understandable, but if there's a possibility that this can happen, shouldn't your salespeople make that clear to the buyer so that no one gets caught in a bind?".
The guy apologizes and says there's nothing he can do. So I went off a bit about how I have no furniture for my guests to sit on, and my girlfriend chimes in and asks him if he's ever sat on a futon for 5 months? He says, OK, hold on a sec, lemme make a phone call. He comes back to me and says, you want to pick it up on the 13th? I say yes, that'd be great. Him: OK, it'll be here Friday.
I'm thinking something seems a bit fishy here. Just a moment ago, I was told that my couch would not be here. But after a few minutes of venting my frustrations, it's miraculously going to arrive on time? Hmmmm. Seems like the manager may just be telling me what I want to hear so that I'll leave him along. At this point, I've got my doubts, but I decide to give them another chance.
Friday rolls around. I pick up the rental truck, go to Marlo's and attempt to pick up my furniture. First, the warehouse guys bring out this blue couch, definitely not the one I ordered. Ummm, I didn't order that, I don't want it!
They sit around scratching their heads for a few minutes, then they finally say, we're sorry but your couch doesn't appear to be in this warehouse. OK, off to see the manager again. This time different manager. I go in, furious because I will definitely have no furniture for my guests to sit on.
I get him in his office, and all he can say is "I apologize". Me: "is there anything at all that can be done". Him, "no, but I can offer you free delivery when your couch does come in" Me: "great, so I can sit around for half a day and miss work again?" Him: "we can request an early delivery" Me: "that's what we did last time, and you're guys showed up 45 minutes after the delivery window had expired" Him "we can offer you a $100 gift certificate" My girlfriend chimes in: "why would we EVER want to buy anything here again, it'll take 6 months to get and it'll be broken!"
The manager just gives us a stare like we have no right to be complaining. There were some more words traded back and forth, though nothing more than worthless apologies and empty promises.
The manager then says, "the couch should be here on the 16th, but I probably can't get it to you until the 18th at the earliest, probably the next week actually" Me: " wait a second, it went from the 12th, to the 16th, back to the 13th, now to the 18th, and you're telling me it could be even longer than that?" Him, "yes". Me: " forget it, you people have wasted enough of my time, it's been 5 months now and I still have no furniture, and you can't even nail down a date when I can pick it up.
In addition, I've lost money on renting a truck to pick up NOTHING. You're coworkers obviously will tell me whatever I want to hear to get me off their backs, and you can't offer me anything other than a shallow apology? Thanks but no thanks, i will not be giving you my business, I'd like a full refund".
Of course, it takes 2 weeks to get your money back, so I've got awhile to wait for that.
Anyway, moral of the story, BELIEVE these complaints that you've been reading. Don't give Marlo's your business. You will not get your furniture in a timely manner. Very good chance it will be broken.
The managers do NOT care about the customor. The salesmen WILL lie to you (I also bought some tables there, I was told they were solid oak with oak veneer... Turns out they are fiber board with oak veneer... Very misleading)
I'm just writing this to save someone else the aggravation and wasted time that I have experienced. Do not give them your money, they do not deserve it.
ConcernedShopper
Alexandria, Virginia
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