My experience with Marlo Furniture, Forestville Maryland location has been a frustrating experience and going since June. I purchased as bed with a warranty. Less than 5 month of normal usage, both side railings split. I contacted customer service, stated the bed has / had defective side railings. After several attempts to resolve the issue Marlo Furniture has not in my opinion acted in good faith or provided adequate customer service. I followed the rules, called customer service, and scheduled an inspection of the parts. * The inspections all ended the same; I was not at fault and with a replacing of the defective parts. The resolutions results were also the same ending in a circular cycle. I believe Marlo was familiar with the defective nature of the part. A tag was pasted to both side railings and this was the information on the tag typed as seen: CARB ATCM P1 COMPLAINT PRODUCT - Label
PO Number HBO-09-00270
Series: 4644G
Packing Date: 12
Marlo Furniture would not entertain my calls until I contacted the Better Business Bureau in July. The result of their intervention - I was penalized. Marlos representative notified me of these actions taken: A refund was not available to me They were not picking the bed up I would be given a store credit - $250, less the restocking fee My warranty was revoked A restocking fee in the amount of approximately $100, I could come in at specific times to shop for a replacement Due to illness, I could not come into the store until this past weekend. Marlo floor representative Daniel Broadus checked on the store credit prior to my purchase. Mr. Broadus informed me that I had no store credit and the funds on the account had been VOIDED in August. He couldnt be more definitive because he was not privy to that area of information in their system. Mr. Broadus suggested that I call customer service. I contacted Marlo Customer Service on Monday November 15 at approximately 10 am. The representative informed me, that because the bed was not picked up, I didnt have a credit. It seems I am 1 of many fighting to get some resolve. I have no reason to misrepresent myself. Calling customer service did not help. Visiting the store did not help. I was met with, either the manager was not available, I (Marlo rep) will give you call back as of Wednesday November 17th the call which should have been returned in 1 hour has never occurred. Its a game with these folksto tire the customer out until they give up. All I want is my funds returned. My faith in this company to do the right thingis nonexistent. Any help you can provide would be helpful. I was told by an attorney to contact you. She said, why would a customer purchase a warranty, if the store has the authority to revoke it? It seems unethical and unfair to the consumer. NO inspector stated I was at fault.in Marlos defense, several attempts to replace the railings occurred; All were either defective or metal railings that didnt fit. I informed the store, I wanted what I paid for, not the substitute or a refund. Was I wrong to ask for what I paid for?
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