I purchased a sofa, loveseat and entertainment armoir totaling over 2500.00 from Marlo Furniture in Alexandria, Virginia. I purchased all of the pieces on 6/9. Lets just say this has been a very unpleasant buying experiance for me. The pieces were not delivered as schedualed, then they were delivered one piece at a time (not as promised either) the last piece arriving towards the end of August. I was given a 100.00 gift certificate for my troubles (like I'd ever shop there again!) I had called the store several times, been left on hold and told that no manager was ever in. I phoned customer service too many times to count and was left on hold and when I actually got to speak to someone I incountered some of the rudest most unproffessional people ever and was even hung up on! Well not even a three weeks after finally getting the loveseat I had to call in for warranty work (which I paid extra for the warranty) on the loveseat due to the seams coming apart on it. On 9/16, the tech John came out to my house and said that was not going to be able to be fixed and I had two options a new part could be ordered to repair the existing loveseat or I could have an even exchange, I asked to get the even exchange. I was told that someone would contact me shortly to set up confermation on the order. At the end of Novemeber I received a call from customer service stating that my part was in (not the exchange I asked to have) and that I was schedualed for 12/19 for John to come back out and repair the loveseat. John called on the 18th and said he would be here between 10-noon on the 19th. Well he showed up on the 19th (late of course) and had the odasity to come in and say we had a problem and asked me if the parts were delivered to my house? I said no that no and that the customer service department assured me that the part was there. He called customer service from my office and asked for his? Parts manager lady? Who he said he was told would not be in until tommorrow and that he would be personnaly be speaking to her about my problem and he would call me back that day (12/20/06) and he would come back out to my house on the 21st to repair my loveseat. Well guess what, he never called or showed. I did however get a call from customer service on Saturday 12/23/06 saying that they had tried to come out on the 19th but that no one had been home to let him in. Which of course was completly wronge. I called customer service back to correct them on this matter. Yet again I encountered rude and snotty women and was left on hold for almost a half an hour after someone picked up. I am now schedualed for John to come out to my house again tommorrow (12/28). I am over frustrated with your store and your customer service and at this point I just want the furniture to be returned and get my money back! I do not trust Marlo Furniture to follow through with any thing it promises, nor due I ever want to do business with Marlo Furniture again. I have called the corporate offices and sat on hold for almost an hour with no person picking up. I looked Marlo Furniture up on line and guess what I found? Numerous and I do mean Numerous complaints similar to mine even including the same techs and customer service people! Buying furniture is not supposed to bring this much stress and frustration. Not only does the company lack any sort of customer service but its ethics are highly questionable!
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