Complaint Review: Marlo furniture

After a few months, my $900 chair had a mechanical problem. They sent a serviceman out(2 days late), and he claimed they need to order new parts. This was on 11/11/02, and he claimed the parts would be in in 3 or 4 weeks. After a month with no chair, i tried calling the Marlo customer service line, WHAT A JOKE!

All they are good for is lying to you, thats if you can get hold of them. I've placed 9 calls, all different days, long distance(they have NO toll free number), at an average of 40 minutes per call(mostly on hold).
The first call i was told by Camillia that she would call me back with info, which she never did.

The second call i made was to Lareen, she told me the parts were ordered, ON 12/9/02!! When i asked why it took a month just to order the part, she didn't know, but promised me repeatedly she'd call me back in a half hour. She didn't and the third call went in the next day. This girl i talked to told me the parts were ordered on 11/9/02, not 12/9/02. When i asked her how they knew what parts to order(since they didn't come out to look at the chair until 11/11), she got tongue twisted and said the paper was hard to read(even tho it's all on a computer screen). Again, no answers, they'll have to call back.
That Saturday i called again, Another woman said i needed to talk to the parts department, and they are closed on the weekend. I said ok, and called back Monday. This time Electa answered, only to tell me the parts department is closed Sunday and Monday.

Now i have found out a woman named Iris is the customer service manager, but she refuses to talk to me. Also, i asked if there was someone at the store i purchased the chair that could help, and was told no. The stores have red phones that just give you customer service. Now if you are wondering how i got to 9 calls, the rest i was just plain hung up on after a lengthy wait on hold. If you try to call their main line, it rings 4 times and you can hear someone pick up the phone and hang up on you(that happened twice).

I also asked where customer service was located, and was told by Electa that it was a secret and they can't tell me(wonder why?). I had to yell just to get an address for the main offices just so i could fill out this complaint!

When will i get my chair fixed? Who knows? I've been without a total of 7 weeks now. What a sorry way to run a company.

Steve
Gambrills, Maryland
U.S.A.