Marlo Furniture

Hello, my name is Amir Elgamal and my phone number associated with my Marlo's purchase order is [protected]

In about July, 2019 I went to Marlo furniture in Rockville and purchased a bunch of furniture for over $7, 000, including a pool table.

First of all, it took them about 2 month to deliver the items when I was told 4 weeks. Second, the furniture came in 2 o3 different deliveries, so the sofa for example, came in different days, a couple sections of the sofa each time, anyway...

The pool table finally arrived, delivered by a third party, delivery contractor of Marlo's. The guys broke the table while trying to squeeze it through the staircase, taking it to the basement. They also chipped the wall of the staircase of my house. We bought this house in June, 2019, so only a couple month before we got the furniture delivery.

I reported the problem immediately, by calling to Marlo and speaking with the manager in duty, and also filing a claim with your headquarters. It took the headquarters many many month to get back to me and inquire further, and I followed through by sending them the pictures needed.

The headquarters then claimed that they called me and I did not answer. They also mysteriously never left me any voicemails! So they went ahead and closed the claim.

I was sitting here waiting for them to follow through, and then I decided to call Marlo again and investigate. So I then ended up calling again to headquarters and I was shocked to hear that the claim ticket was closed!

I complained about it, and so a lady named Rachael from your headquarters apologized to me on the phone, and she said she will open the ticket again for me. She even asked me to send the pictures again, three different pictures with certain specifications! And I did send them. This was already January, this year, 2021.

After 3 weeks of no answer from her or anyone, I sent an email to follow through again, but no answer. Then another email but no answer. So I called to Marlo again to investigate, and I was being told, the ticket was closed again. But this time, I am being told that the ticket is closed and I am already passed the one year warranty! I called your headquarters and a lady named Irma (supervisor), was very aggressive on the phone and insisted that this ticket will not be opened again.

I had initially reported the problem on timely manner, and followed trough. But Marlo's claim to have called and not leave a voice mail and their closure of the original ticket cannot be accepted by us. We need this matter resolved: either get your table back and issue my refund, or give me a store credit, and refund the cost of it, or something! And also what about the chipped wall in my staircase at our house?

The following is the last email I sent, a couple days ago, responding to Rachael, who sent me an email, after my very last complaint, and after I talked to Irma. Her email was written in big letters saying "this ticket is closed and I am already passed the warranty", and so the following is my final response to her and her email:

"The ticket was opened again. I need you to send an email to the headquarters explaining everything that happened! And I will send one too!

I am contacting my credit card company and disputing the charge on the table! So they will come back to you. I am not paying for this table, it is broken from day one it was delivered, and nothing was done to resolve this on my first claim which was reported soon after it was broken. You pretend to have called me multiple times and claimed that I did not answer! No voice mails were left for me, so you went ahead and closed the claim I initially made. I called again and you reestablished the claim, and yet you close it again with that warranty excuse.

I am putting this story on social media, online, reporting to BBB, consumer affairs, etc. You name it, if you do not resolve this! It seemed from the very beginning that you did not want to fix the issue and replace the damaged table that was damaged by your delivery team on the first day it was delivered to my house..."

Thank you

We purchased a leather sofa and a love seat at Marlos in 2018 December. They said it will be delivered within couple of weeks and later called us and told that it is in not in stock and we had to wait couple of months to get it delivered, at the time of purchase we took a 5 year warranty paying 199$ and they promised us 150$ cash back and a 50$ store credit which was good. Last week one of our friend wanted to buy sofa so we suggested him Marlo. We were utterly dissatisfied with the sales person who showed us sofa, she was very rude and has no interest in showing us or to provide any information. We also thought of using our 50$ store credit and when we went there to check it it only showed 30$ and that our warranty has been cancelled in December 2019 which we didn't do and the manager who promised us cash back and did cancellation of our warranty left the company. We are really not sure what did they do. Horrible costumer service reply when we tried contacting them.

My two chairs was purchased in 9/19 and I received them 10/19. They came with a 1 year warranty. By 11/19, my chairs didn't work. I've been trying to get resolve since and finally, I was directed to go Marlo for a service request, which I did. Finally, a service tech came out on 6/13/20, determined it was delivery damage. Nothing since!

This was my first time ordering for them. Its been over a month and still no couch. First try, they delivered the wrong thing, so I sent it back, re-sceduleed delivery. The week of the second delivery, I get a call saying that they dont have my couch in stock so they have to postone it further. Now I've been waiting for 2 hours PAST the delivery time period for them to deliver my couch. Needless to say, I am NEVER going to shop here AGAIN. Worst place ever.

Beware when they send you a reward for buying something. I purchased $1500 worth of furniture and was to receive a $100 gas card. No one at the store knew how it worked and told me I would receive something in the mail. After a couple of weeks, I was told I had to wait 12 weeks and it should show the gas rebate on my receipt. After 12 weeks nothing came so I called only to find out I was supposed to download a form online and send it in. No one at Marlos had the information to get the form and they would said they would call me back. No call came after a week so I called them back. I sent an email thinking I would get a reply, of course nothing. I called back again and after being on hold I finally received the form information only to find out it is void after 30 days of the furniture purchase. I have to now fight it out with Marlo so they hold up their end of this bargain.

Do not buy from this place. I repeat... Do not buy from this place.

I am currently in the military and was diagnosed with cancer which caused me and my wife to be transfered from germany to maryland. We went to marlo furniture in rockville and was helped buy james wong. Let me tell u. He may have an asian accent but he can really talk a good game. We purchased a living room set on june 26, 2008. Supposedly the set we purchased was in stock and delivery was set for june 13. No delivery was ever made. We went personally to see what was wrong and james wong told us that the furniture was delivered and the ticket was closed. Later on james had the nerve to tell me and my wife to our face that someone had called to cancel the order. This was totally not true. Then we were told that we would get our delivery by august 1st... No delivery. My wife and I went there personally again on august 4, 2008 to complain and once again, now james wong told us that we would have the furniture towards the end of august. Can we see a trend here? I think i've said enough and hopefully people will read this and make a smart decision before buying from marlo furniture. Instead on focusing on healing, I have to worry about delivery dates and the frustrations marlo furniture is causing for my wife and i. Thanks marlo :0)

I am writing this complaint letter not to seek any type of pecuniary benefit, but merely to express my extreme frustration with Marlo Furniture’s Customer and Delivery Services. Background of my purchase/delivery is as follows:

On July 13th, my girlfriend and I purchased a sleeper sofa, nightstand and ottoman from Marlo’s Rockville, MD store. The sales person who assisted us, Natalia, responded to our concerns about Marlo based on an experience 3 years ago with repeated statements of, “don’t worry baby, I’ll take care of you.” Based on these representations and the fact that Marlo would deliver our items on July 18th, we proceeded with our purchase. On July 17th, I received an automated call from Marlo Delivery confirming my delivery window as from 3-6 p.m. on July 18th.

On July 18th, I left work early so as to be home on July 18th at 3 p.m. At or around 5 p.m., I called Marlo and was told that my delivery would be imminent. As of 6 p.m., the delivery had not yet occurred and I received a call from Marlo delivery saying I should expect the delivery around 7:30 p.m. Although not pleased by this development, I was excited to receive my merchandise, and understand that deliveries are very often inevitably delayed. When 7:30 came and went without a delivery, I called Marlo Rockville and Marlo corporate. It took 45 minutes to finally talk to a live person, and I was informed that the merchandise was still scheduled for delivery and I should expect it soon. At 8:45, I received a call from Marlo Delivery stating that the truck had broken down and I’d need to reschedule. I tried to find out my options when the representative then hung up on me. I then tried to call Marlo Rockville and spent 30 minutes being bounced to voicemail after voicemail. I was so frustrated I then got in my car and drove to the Marlo Rockville to speak to a store manager.

I was able to speak with Martine Mazeas, the store’s Sales Manager. I explained to her my frustration with the delivery process so she refunded my delivery fee and promised me that she would take care of ensuring that I would receive the first delivery on Tuesday morning and that she would call me on Saturday, July 19th to confirm the details. I waited all morning for her call. At 1 p.m. I finally called to find out when I should expect my delivery. Since she was unreachable I called Natalia who said she need to find out what was arranged and would get back to us shortly. She did in fact call back within the hour, informing me delivery would be first thing, i.e., 7:30 a.m. on Wednesday, so I wouldn’t have to miss work.

On Tuesday, July 22nd, I received a call from Marlo Delivery telling me that my delivery time was 10-1 on Wednesday the 23rd. I was surprised so I called and emailed Martine. By the time I was able to speak to her, she assured me the system had us receiving the merchandise by 7:30 a.m.

You can now guess where the story is going – Wednesday morning comes and goes and no delivery has occurred. I leave messages for approximately 8 people in either in Marlo Rockville, Marlo Delivery or Marlo Corporate. One employee, Ms. Powell took the time to listen to my concerns and explained that the truck would not be leaving the warehouse until 1:00pm, but that we were the first delivery. She agreed with my feelings of frustration and offered me a 200 gift certificate to Marlo, which I declined saying that based on this experience, I highly doubt I will ever shop at Marlo again. She then offered a $100 refund, which I accepted. At this point, I have now spent all morning away from work waiting on this delivery.

Around 1:00, I received a call from Marlo Delivery informing me that they can’t find the couch and they asked whether I still wanted the other two items. I asked what happened to the couch, the same couch that they had ready for me on Friday and supposedly at 7:30 a.m., and am told they don’t know where it went. I am beyond frustrated at this point and place numerous calls, all to no avail. I tell Marlo delivery that yes, I’d still like the items and they need to find the couch.

The delivery personnel arrived at around 2 pm and told me that the truck they drive was never scheduled to leave until at least 1, so whoever told me 7:30 or 10, was grossly incorrect. That did not improve my mood. They do however tell me that my couch has been found and will be coming shortly. Three hours later the couch arrives. It is so damaged that even before I notice the damage, the delivery personnel ask me whether I want to accept such a damaged item. I of course declined.

I tried calling various Marlo offices about 10 times, without being able to reach someone and was so fed up, I figured I’d call the next day or drive there. The following day, after not receiving any type of call from Marlo, I called and finally was able to reach the ever elusive Natalia. Apparently Marlo’s voicemail boxes do not work, so any messages one leaves, do not get heard. That may explain why the messages I left the Marlo Rockville’s Store Manager, Ms. Weber were not returned. It does not however explain why the messages I left with the Marlo operator for Ms. Weber were not returned.

Natalia claimed she thought I had received the delivery and became very argumentative when I expressed my frustration, almost to the point where she was yelling at me. I asked if it was possible to receive the sofa the next day and she said she’d call me back. She called about 30 minutes to let me know they did not have this couch in stock so they would just refund my money. I should expect a check in 10 business days.

My conclusions are as follows: Marlo Rockville does not have an efficient answering system. If a live person does not answer when you press 0, you are sent to a random voicemail. If you do speak to someone, they tell you they will check into it and you never hear from them again. Marlo Rockville also has very little clarity into Marlo Delivery – there seems to be a fundamental breakdown between these two entities because the right hand never knew what the left hand was doing. Not only that, not a single person every really apologized or took any type of accountability for all the delivery problems. My final conclusion is that I will be vociferous in telling everyone I know who is looking for furniture that they should never, under any circumstances, consider Marlo. Coincidentally, when I told this story to my friends and business acquaintances, more than one person told me that they could have informed me how bad Marlo was with their purchases and that they share my sentiments.

In the end, it isn’t as much about the wasted time and energy I spent trying to get this couch, but rather about how at no point did anyone at Marlo take accountability for the problems that occurred or express any type of remorse about the situation.

I purchased my Home Theatre Seating in 2007 and Mr. Divine from the Rockville, MD Marlo Furniture Center was the person who coordinated this sale. Initially, we were promised to get our seating in 2-3 weeks but finally when the item was delivered it was close to 3 months after I had paid for the furniture. We took in our stride and didn't make a big deal out of it. But ever since we got it, we have had variety of problems with the home theater seating. Luckily, we used our brains to buy the extended warranty paying $90. We would have been really happy now if we had used our brains to stay miles away from Marlo in the first place.

Furniture was okay for the first few days but as few weeks passed by, every single piece in the Seating started giving problems and with it the headache of waiting in GOD KNOWS HOW LONG A HOLD customer service phone lines started. We patiently kept calling the Marlo Customer Service (my poor wife had to hold calls close to 60-75 minutes every time before a Customer Servicer person picked up our call) about our problems and Marlo started replacing it one piece after the other. You might think that Marlo resolved this issue but still the problem continues and we haven't enjoyed the seating after paying close to $1200 for this piece (I am very polite if I mention this piece of junk from my experiences).

After great & DIVINE effort, we reached Mr. Divine (Sales Person who sold the Home Theater seating to us) and spoke in length about our plight with the furniture that he had sold last year. He mentioned that he will take it up with appropriate officials. He got back to us after 10 days or so that MARLO IS GOING TO DO AN EVEN EXCHANGE ON THE WHOLE SET. We were totally surprised and even double confirmed that our understanding was correct since this had happened earlier too with the Customer Servicer Representative telling us the same thing but in the end only one piece getting replaced.

Finally, it was set that the furniture would be delivered on 31st January 2008. Marlo goofed up big time without informing us as to at what time the furniture was going to be delivered but still went up to the extent questioning my wife as to "HOW SHE CAN LEAVE THE HOUSE WHEN THERE IS A SCHEDULED DELIVERY from MARLO?" I would like ask Marlo a question here - DO YOU GUYS THINK THAT WE DON'T HAVE ANYTHING BETTER TO DO IN LIFE EXCEPT TO WAIT FOR MARLO DELIVERY GUYS TO DELIVER ANYTIME BETWEEN 7 AND 9 PM. HOW COULD A CUSTOMER SERVICE REPRESENTATIVE BE THIS RUDE? This has happened more than once to us now.

On 31st (our initial delivery date), the delivery person suddenly calls me and mentions that he is waiting outside my house to do do his delivery (my wife had gone to drop my son @ preschool at this time). I request her to rush back but the MARLO Delivery people are the busiest people in this whole world and they can't wait 5 extra minutes for a goof-up at the Marlo End. We contact the Marlo Customer Service regarding this and the representative calls back and informs that delivery guys have left our area and they won't be able to deliver today & another appointment will be scheduled. My wife leaves to pick my son from pre-school and who appears again in the front of the house - None other than the Marlo Delivery Guys. When we call Customer Service again, we surprisingly reach the same representative and she irritatedly questions as to what the issue is now. When we inform that delivery guys showed up when she has mentioned that they are not going to come today, the representative questions as to HOW MY WIFE CAN LEAVE THE HOUSE? I just don't understand as to what MARLO thinks about itself.

At last, the furniture was scheduled to get delivered today between 12 and 3 PM. But the delivery person called that he will come at 11:00 and came at 11:40 (my wife had to pick my son from pre-school at this time). Only my parents had been home. When my wife returned, she was taken by surprise. THIS WAS NOT AN EVEN EXCHANGE OF THE WHOLE FURNITURE but JUST A WEDGE (that too a wrong one) HAD GOT REPLACED. We tried to contact Mr. Divine to talk on this goof up but we told that he is enjoying a vacation at this time. We tried to reach his Supervisor Ms. Martin but we are not fortunate enough to reach the person directly. We have called and left a lot of messages.