Marlo Furniture False Delivery Promises Ripoff Alexandria Virginia
On 06/01/05 I purchased furniture totalling nearly $1500 from Marlo Furniture in Alexandria, VA. At the time I made it clear to the sales person I needed the furniture ASAP. The earliest delivery date was 06/13/05 which I accepted although I had needed it by 06/11/05 at the latest. I was led to believe all was in order for deliver. On 06/12/05 when I did not receive confirmation of delivery I attempted to contact customer service which was closed. I did attempt to contact, through the automated system, the person's responsible for delivery but after over 30 minutes on hold gave up. I then called the showroom which had no clue and advised me to wait for my call. Well, no surprise from what I have read here but on the day of my delivery still no confirmation and I sat at home waiting. For nearly two hours I attempted to get through customer service to ask about the delivery but was met with no answer to my calls or eternal hold.
I then called the showroom to be informed I was not on the delivery schedule and that the furniture would not be in stock until mid July 2005. I was furious, I could have special ordered elsewhere and have had a jump on the delivery date but now they were asking me to wait. I cancelled the order and followed up with an email to customer service. I do have to give customer service credit, they have since contacted me and apologized. They even admitted that the salesperson was in the wrong being he knew the item was not in stock when I ordered it. At this time I am debating rescinding my cancellation but not sure if I can trust them to come through with delivery, especially after reading comments here. I am tempted to follow up with a call to the president to ask how he can insure my furniture will be delivered as promised and what kind of financial incentive I may be given for my time.
John
arlington, Virginia
U.S.A.
3 Updates & Rebuttals
Larry
Washington,District of Columbia,
U.S.A.
I AM A VICTIM ALSO JOHN I received damaged and defective furniture
#4Consumer Comment
Thu, February 09, 2006
I have had the same problem with MARLO also only I ordered furniture December 8, 2005 and received damaged and defective furniture and they told me that they had to send someone out to repair it. thats not all they down graded my Mattress set to a cheaper brand after changing me a larger amount.
Do not depend on the BBB MARLO is a member of BBB and they do not take actions against their members.
After contacting my attoney when the BBB ignored me MARLO finially picked up the furniture, I went back for forth with them for 2 months. MARLO has been getting complaints as far back as 1998, you would think that the BBB would have closed down this business but instead they are giving MARLO's a good report. That tells you a lot, consumers who are memabers are over looked because they are paying BBB.
You can find out all this information by visting BBB website click on (Consumer Ratings from J.D. Power and Associates)
Alberta
Baltimore,Maryland,
U.S.A.
I understand your pain John
#4Consumer Suggestion
Sun, December 04, 2005
John,
I had a similar situation happen to me for a sectional that had to be delivered before Christmas. I had the same problem with people hanging up on me and so forth. The only thing I did different was mention that I was going to contact the BBB and contact a lawyer to get my money back immediately.
I told my sales representative a month ago what my deadline was ... she said she understood and when she finally called me she was asking for me to wait until the New Year to receive my order. I let her know again that was not acceptable.
I finally ended up driving out to Maryland to the Corporate Office to pickup a cashiers check (I made them do a cashiers check because I was so angry). They of course appologized, but I to ended my trips to Marlo because of the issues listed.
John
arlington,Virginia,
U.S.A.
Update On Marlo Delivery Problems
#4Author of original report
Thu, June 16, 2005
As I had indicated in my last post I was tempted to give Marlo a second chance due to the actions of one employee. That second chance quickly dwindled to "I will never set foot in a Marlow showroom ever again."
I attempted to contact my contact person and was met by a very rude individual on the other line. Why they were so rude I have no idea, I had not given them reason at this point. In their attempt to transfer my call we were disconnected. I called back and was hung up on, again without provocation.
At this point I decided to try and confirm the name of the President of Marlo. I was just going to mail him a letter. I called corporate and upon asking the operator to confirm his name and provide a mailing address I was hung up on. I called back and requested the same information and was transferred to the showroom and promptly hung up on.
I do have a fax number to the President, I think, and will send a letter. But the bottom line is I am finished with Marlo and am wiping my hands clean of the ordeal. I went to a higher end competitor yesterday and placed an order for furniture. Something I should have done in the first place.
Thinking of buying from Marlo? Be warned. It is not worth the trouble, many others have complained on this site and I did not heed thier warnings. There is a reason why Marlo's showrooms have slowly dwindled in size over the years.