Marlo Furniture
Reviews and Complaints

My name is Muatassim Aziz, and I bought furniture from Marlow at Alexandria on February 5th, 2023, for a total amount of 13255.02 having invoice# [protected]. We were told by our customer service representative that we will receive first delivery which should include all items except one Queen bed on next Saturday, Feb 11, 2023. We confirm from the Sales rep that deliver crew will be wearing shoe cover when entering our house. I live in a town house which is about 90% carpet. Rest is the kitchen are where we have a hardwood floor. Delivery from Marlow arrive as agreed, and the crew did wear the shoe cover. However, all furniture except the sofa set was either scratched or damaged. Therefore, we received the Sofa set and return the rest of the furniture. After calling the Marlow, and having a run around of a week, they ensure us and that we should receive all our furniture except the Queen bed next Saturday on February 25, 2023. As scheduled Delivery Crew arrive on February 25, 2023, but this time the crew without even seeing my house refuse to wear the shoe cover. We tried explaining that last crew did wear the shoe cover and that we just have new carpet put on the stairs and bring shoe especially on a rainy day just not going to work. The Delivery crew still refused and in addition informed us that most of the items sent were the same items sent last time and they are either scratched or damaged. After hearing that we called the Alexandria Marlow store to talk to the Sales representative, and tried explaining her that delivery folks are refusing to wear the shoe cover and some of the items seems to be damages as per the delivery crew. However, she keep on insisting that it is against their policy to wear shoe cover, even though we had it confirmed from Sales Rep and last delivery crew wear shoe cover. Customer Sales rep we called was not only rude she hangs up on me. After that we (Myself and my wife) decided to drive to Marlow to complain the manager about this behavior.

When we arrived at the Customer Sales Center, same lady greet us with rudeness and we asked her to either cancel our order and called your manager. When she went to get the manager, the other lady who was sitting in the sales center started to laugh at us, therefore I asked her “you think this is funny, that we are your customer and had to go through this kind of customer service”, she instead of apologizing started to raise her voice and told me to get out of her face. By this time first lady arrived in the sales office and told her to follow to the manager office and complain about us. We followed both ladies back to the manager office, who apparently now decided to talk to us. After arriving to his office he was listening to the second Sales lady, and after looking at me, address me by saying, “why I am rude to his employees”, I could not bear the rudeness and unprofessional behavior of this manager and asked him to please cancel my order as I do not want to do business with this store. He replied, he cannot cancel as the delivery crew is not back yet and that there will be a fee that I will have to pay if I decided to cancel. After hearing all this unprofessional behavior, I told the manager I rather pay the 10% fee as per your agreement, instead of dealing with this kind a behavior. The manager further said that he still cannot cancel as the delivery crew is not arrived and that he will call us on Monday to go over the cancellation if we still want to pursue the cancellation. It is Monday today, February 27th, 2023, and we have yet to receive a call from the Manager. I cannot believe that I have to put up with this kind of unprofessionalism after I spend about 14k in their store.

Ordered over $10,000.00 in furniture. Forced to buy $500.00 warranty plan that does Absolutely nothing but clean a couple products, Really?! I called in a claim to GBS was told to contact Marlo’s because it was less then a year. Claim was denied and was told to contact GBS. I want to escalate my claim because they said customer use has caused my furniture to fall apart. My stools fell apart with 4 months I tried to keep them in tact but one all three were showing sign of breakage I contacted whatever warranties were in place. Dressers and bed frames are just wiggly and weren’t properly screwed in. I’ve had Maintenance in my house screw in things on them for me. Some pieces were delivered late and all have been filed for a complaint under a year with them. Their response said it was customer use and over a year, which is untrue.

I ordered a power lift chair and a recliner back on July 31st 2021. The recliner was in stock but the power lift had to be ordered. I was told they did not do partial shipments so had to wait on both. After many delays I was finally scheduled for delivery today 12/28/21. Received a call at 7:39 this morning that the power lift chair was damaged and that it would have to be reordered. They did not give me a chance to respond. I called Custer service at 10 and was told the recliner would not be delivered as it was a partial shipment. I went into the Laurel store and spoke to the manager. He did not understand why the recliner was taken off delivery. I also checked to see if I could order another power lift chair...they had none in stock. Now I have to wait until January 7th for the recliner and hopefully the 10fh for the power lift. I will never order from Marlo again. The bad thing is I had my old furniture picked up yesterday so I have nothing to sit on until the 6th.

I placed an order for furniture on 8/24/21 and was told my furniture would arrive mid November. As of 12/21/20 I still do not have my furniture delivered. The scheduled delivery date has been pushed back several times and now it is supposed to be the end of January. How do I know my furniture will arrive then? I am afraid it will be pushed back again. They are allowing customers to place orders and do not having enough inventory to fill orders. A small of inventory is delivered at a time, only a few days a month. Probably because everything is being filtered through one location. customers are allowed to continuously place orders Having no idea items will take 6 months or more to arrive because the salesmen are lying about delivery dates and then blaming the manufacturers. Then there is no one to talk to who can help you at the store. They say there is no way to reach the manufacturer. Then who is supposed to help me? I have been without a couch for months now. I couldn't have my family over because I have no where for them to sit.

I purchased this furniture months ago and now the store is telling me they dont have it from the warehouse in Califonia yet. This is so inconvient I was exspecting to have my furniture way before the holidays. Also now your representative is telling me that my Oct25 date will get pushed back again. I would just like to cancel this order and take my bussines else where Im tired of waiting for you to deliver my furniture. My name is Jonathan Thomas my phone number is [protected] my order is the Bladen sofa sleeper and loveseat. Please deliver asap or just cancel im tired of waiting.

The worst ever service, NEVER BUY from this company!
We bought 4 items from them. We got two that were in stock. We were told to wait until October for the other two. One of the items did arrive at the warehouse but wasn't delivered to our house because company policy is NOT TO SHIP ANY ITEMS UNTIL ALL ITEMS ARE IN THE WAREHOUSE. The second Item will arrive only in December - so we are stuck because the company WANTS TO SAVE MONEY.

Leather chairs that were order on october 2020 and still waiting to be delivered!

I'm tired of hearing the same excuse, when ordering on line I did understand that because of the covid the chairs were going to have a delay delivery. The first schedule delivery was january 2021, then it was moved to february 2021, from there it was again move to march 31 2021, since it was coming from oversea, or should I say mars it was move again to april 6, 2021.

Today, I had enough! Customer service where nice, they told me that I was going to be contacted my the online manager on march 31, 2021, I guess she's also oversea because I haven't heard from her. My family and friends called stupid for waiting this long for these chairs.

What I have learn from this experience. Never again, order from marlo!

Hi, to whom it may concern,

My name is Amir Elgamal

I am following up on my complaint filed a few days ago! No response or action were taken...

My account is associated with phone number [protected]

We need to hear from you ASAP.

Thank you
Amir

I ordered a lot of furniture, they delivered it but the guys didn't assemble the dining table properly, it was wobbly, when I asked them to fix it properly do it wouldn't wobble they said that's the best they could do. They didn't secure it with bolts, how silly of them I called the customer service to make a complaint and to see if they could send someone else to fix it. I had to wait three weeks because they only have one person that does their repairs.

How disgraceful, a big company like markos with only one repair man. Anyway when they called me back to schedule a date it wasn't convenient so I'm still waiting.

I'll never buy anything from marlo again. Their just horrible, they take your money quickly when you're buying but when you have a problem with the furniture they hesitate to fix problems.

I purchased a leather sectional in July 2019. Furniture was delivered 8 weeks later damaged after I was told it would be available in 4 weeks . Delivery guys left $20 on their clipboard while working indirectly telling me to give them a tip..I called customer service about the damaged furniture and spoke with Kyla. I sent my complaint in along with pictures as she stated and nothing has been done. It is now 4mths later and I am still sitting here with damaged furniture. Kyla is the most unprofessional person I have ever met and she is suppose to be the customer service lead. She needs to be fired! She must have forgot that its paying customers such as myself that pays her salary. I keep calling and she is now avoiding my calls. They tell me shes not available or shes on the phone or in a training. One day I asked for her manager and they told me they could not give me that information, but they can send him an email to contact me. Two weeks went by and nothing...I asked for the headquarters and what do u know, its the unprofessional people Ive been calling all along.. Finally got the managers name and when i asked to speak with him, of course he was on another call and i was on hold for 20 min and was told I couldn't hold any longer. I will be doing everything i can to find the owner of the store and sharing with them my 4mths of notes on their employees. Warning folks DO NOT PURCHASE ANYTHING from Marlo unless you enjoy unprofessional, customer service workers. I tell you what...they wouldnt appreciate it if they purchased furniture with their hard earned $ and they were treated the way Ive been treated for 4 mths and still have damaged furniture..I'll buy from off the streets b4 I every buy from Marlo again.

I purchased furniture from Marlo Funiture Company on July 16, 2019. The first problem was the sale representative did not let me know the original chairside and coffee tables were considered a special order. Special orders can take up to 12 weeks for delivery. The Corporate Office agreed to split my order and have the chair and loveseat delivered without the tables. These items were delivered September 16, 2019. I then went into the store a week later and selected different tables which were a set of 3. They were delivered on September 30, 2019. Upon delivery of the tables, I noticed the coffee table top (marble) had a long crack, so the coffee table was refused and the delivery team took the table with them. I spoke with a customer representative by the name of Jaylin (hopefully I spell her name correctly) 2 times. The first time, she indicated that someone by the name of Corrine from the service dept would give me a call that same date. Never heard from this Corrine. The 2nd time I spoke with Jaylin, I asked to speak with the service dept manager. She indicated she was sending him an email. When asked for his name and number, I was told they don't give out that information. I have spoke with several customer service representatives (Oct 2, 16th, 21st, 22nd) and no one has been able to give me a satisfactory answer about the coffee table. I then filed a complaint with the Better Business Bureau (BBB) and told them I paid for a new table and want a new table. Marlo Furniture responded to the BBB inquiry and indicted "the customer's table was taken to the warehouse where it was serviced and up to manufacturing specifications by the service team. The table is new and up to manufacturing specifications and can be delivered whenever the customer is ready." Delivery of this table was scheduled for November 19, 2019. The morning of November 19th, I received a call from Marlo's indicating the table would not be delivered because it was not up to manufacturing specifications. I call customer service and spoke with Kyla who indicated that first service has to try to repair before replacing. She was going to give me a call back. I have not heard back from Kyla. I sent an email to the BBB representative about this recent turn of events. I paid for a brand new table, not a repair one. I want a new table. My next call will be to the bank and dispute the charge for table.s

The occasional table set (3/Cn) was purchased on September 25, 2019 and delivered on September 30, 2019. Upon delivery, I noticed the coffee table top which is marble was cracked. I did not accept the coffee table. I was told it was being returned to the warehouse. I spoke with Sharon from Corp on October 2, 2019 and she indicated that a new table was ordered, but there was no ETA in the system and this was not a "special" order. I spoke with Teneshia on Oct. 16th and she indicated that she would give me a call on Oct 17th regarding the status of the table. Spoke with Corp on Oct 21st and was told that Corrine from the Service Dept would call back the same day. When I did not hear from Corrine, I call Corp on Oct 22nd and asked to speak with a Manager. Jalin indicated she would send the Service Manager an email. When asked for his name and number, I was told they don't give out that information and that I should hear within 72 hours. I call Corp on November 5th and spoke with Brandy, who indicated the table was being repaired. I then spoke with Anetha, office manager at the Marlo Forestville Store who indicated she would send an email to the Service Dept and the Service Dept Manager and let her Manager (Mr. Milad) know of this problem. All I want is a brand new coffee table. I will not accept a repaired table unless I am getting it free. I have received a bill and the purchase amount reflect the cost of a brand new table. The invoice number is [protected].

I wish to strongly complain as to the horrible experience encountered with Marlo Customer Service on September 19, 2019 at about 3:45 PM. I called (301-738-9000) to arrange a delivery time for a purchased couch. I spoke with someone who identified themselves as only "Barbara" and tried to get her to understand that a time is needed so as to arrange for acceptance of the furniture. This person told me that Marlo schedules deliveries and that no changes could be made. She further said that she "did not have to give me any information", that she "has no Supervisor or Manager" to whom I can speak and would not further identify herself. Further, she would not give me the address of the Marlo Corporate Office or the contact
of any other person who would work with me.
This person is highly obnoxious and objectionable. It is difficult to believe that Marlo is aware that they have such a vile person working as a Customer Service Representative. Obviously, this person should be removed from contact with the public. It is fortunate that there are several internet outlets wherein this atrocious experience can be set forth for the protection of other shoppers.
I assume that Mr. Glickfield is actually President of Marlo in that, given calls to several Marlo numbers, no one would tell me who the Company President is or the address to which he can be mailed.