Marlo Furniture Took My Money -- No Furniture Yet Alexandria Virginia
On 17 July 2004 we went into Marlo's Alexandria show room to purchase furniture for our recently purchased home. I looked at other furniture stores, but Marlo's did have good prices. I picked out over $5,000 worth of furniture and paid for it on the spot. Some bedroom furniture was to be ordered from Italy and we knew that there would be a wait. We paid $250 for delivery and were told that they would deliver 2 or 3 times until all the furniture was delivered. I was assured that the couches and love seats I purchased would be delivered on 29 July.
29 July was coming to a close (darkness was falling) and I called Marlo's. They stated that they tried to contact me and my furniture was not going to be delivered on that day. Duhhhhha... o.k. when... They said that my furniture would be delivered on 17 August. I was so upset at the time, I hung up the phone. Later I called back to the customer service center, she said that they could not be SURE that my furniture would be delivered on 17 August -- no delivery date was certain. I asked about their refund policy and she stated that I had to go into the showroom and cancel my order. Then, they would MAIL me a check and it would take 10-15 working days. So about 3 weeks to refund my money. We had decided to wait until 17 August and see if any furniture is delivered.
Marlo's sales staff promises fast delivery and then you don't see your furniture on time. Now I have to stay home from work another day to see if my furniture will arrive. Marlo sucked the money out of my checking account immediately -- but I have to wait 3 weeks for a refund. There is something wrong with this whole picture. And you can never contact the sales person that initially worked with you on the purchse, all you can do is leave a voice mail message that they will not return.
I would caution against making any purchases of furniture that you need in a timely manner.
Lynne
Dumfries, Virginia
U.S.A.
1 Updates & Rebuttals
Lynne
Dumfries,Virginia,
U.S.A.
More Problems
#2Author of original report
Tue, December 21, 2004
After trying to call Customer Service in Maryland and my sales representative several times -- with NO results. (You stay on hold for Customer Service in Maryland for 30 minutes, only to find that they say you should call the sales representative in the store you purchased from. You leave a message for your sales person and if he ever calls back he says to call Customer Service in Maryland.)
On 5 November 2004, I decided that since I still had not received complete delivery of my bedroom furniture and had 2 damaged couches in my home -- I would write a letter and take it to the Marlo store in Alexandria. I met with the store manager and he said that he would replace my two damaged couches and refund the money for the bedroom set. The store manager also authorized pick up of the bedroom chest from my home (since I still had not received the rest of the bedroom furniture, I did not need the chest). I talked to the man behind the customer service desk in the store and he said I would have my refund money in 12 working days. They picked up the bedroom chest on 11 November.
As of 21 December, I still have damaged couches in my home. And of course, I have not received any refund for the bedroom set. My feeling at this point is that Marlo had about $2,500 of my money since July. I did not have the use of the bedroom set or the money from July to December 2004. There is something wrong with this picture. I am not even talking about the $2,500 worth of furniture that I had use of (I bought a total of $5,000 worth of furniture from them). This $2,500 worth of bedroom furniture that was never delivered to my home. Now, I am still trying to get my money back for the furniture more than 6 weeks after I cancelled the sale.
At this point, I think someone should mount a class action suit against Marlo Furniture. I am tired of spending money on long distance calls, going by the store, taking time off work to wait for deliveries that don't happen and stress!!!!