As a recent and extremely unsatisfied Marlo Furniture customer, I would like to further detail the delivery problems we have encountered with Marlo within the past month since purchasing our furniture from them on September 14.
The initial delivery of our furniture order took place on September 24. At that time it was noted that the Armoire Base had a few scratches on it and was damaged in places, and acceptance of that item was refused, and a note to that effect made on our receipt by one of the delivery personnel. It was subsequently discovered that the left side of the bed platform also had damage, and that notation was made on the same receipt. Re-delivery was rescheduled for Tuesday, October 7. Upon redelivery October 7, it was noted that both pieces of the Armoire were now in damaged condition, so once again acceptance of these pieces was refused. It was also noted that the bed platform had not been redelivered, in fact the delivery crew had no record of this second piece, although it had been clearly marked on our original receipt on first delivery. As of October 7 there was still no record of this damage in the Marlo computer system.
Two calls to Customer Service on October 9 left this situation in an unacceptable state: we were now facing the scheduling of a third delivery attempt, something which required one or both of us to schedule time away from work for a third time. When we requested Saturday delivery (something which BOTH of the delivery crews mentioned is possible), we were told by the Customer Service representatives we spoke to that this is impossible, deliveries to our area of Virginia occur only on Tuesdays and Thursdays I believe.
So, we basically gave up trying to schedule a Saturday delivery, and instead accepted a THIRD delivery attempt on Tuesday, October 14. My wife and I both took the day off from work YET AGAIN in order to make sure that the damaged items were delivered in good condition and were set up to our complete satisfaction.
So, what do you think happened? Despite FOUR CALLS the previous week to Customer Service who ensured us that the bed frame piece would be on the truck along with the 2-piece armoire set, 1. The bed frame replacement piece was NOT on the truck, in fact the driver mentioned that it might be "on another ticket" and 2. THE SAME DAMAGED ARMOIRE HAD BEEN DELIVERED FOR A THIRD STRAIGHT TIME!!! We knew this because one of the delivery crew on the second delivery had initialed the damaged armoire, the initials were there, and the damage was in exactly the same spots!!!
We could not believe that this had happened, and seeing as though the drivers could or would not do anything about it, we refused delivery once again, and immediately called Customer Service to arrange for the entire order, including items already delivered, to be returned for a full refund. Amazingly enough, the Customer Service representative we spoke to that day, Chanda, was very apologetic and began processing our complaint with a promise to keep me updated. She kept that promise later on the week after I called her back again on October 16, however that initial enthusiasm has now turned into yet another disappointment from Marlo.
Despite clearly stating that we wished to return all items for a full refund due to their unsatisfactory customer service, it was now impossible to do so according to her, and all items in our order were marked for "Exchange".in order to further process our return, a furniture inspector would have to visit our home to inspect the furniture. A promise to call back with a date and time when that visit would be expected never came, instead the inspector just showed up at the house October 20, inspected the damaged bed frame piece, and then asked if this was the only reason why you wanted to return all the furniture. My wife told the inspector the entire story, and he ended the visit by saying he would report back his findings and then someone from Customer Service would get back to us.
That of course never happened, and a call placed October 23 received the following response: "your entire order is open, the armoire is on backorder because we don't have any more in stock, and everything is listed as an "exchange". If you want to cancel your order, you must contact your salesperson to cancel the order."!!! I could not believe what I was hearing - a Customer Service representative telling me I had to go back to the salesperson to cancel the order? Absolutely unbelievable!
We are attempting to stand fast and demand a full return of all items purchased, and a full refund. We do not want to fool around for a fourth, fifth, or nth delivery.
We have filed a consumer complaint with the BBB about this and await their response to our situation.in the meantime, beware of dealing with Marlo Furniture. After reading many accounts of extremely bad consumer experiences with this firm, we now realize we have entered into a maelstrom from which there might be no return!
Best regards,
Anthony
Centreville, Virginia
U.S.A.
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