Complaint Review: Marlo - Rockville Maryland

My husband and I bought furniture as well as an extended five year warranty on May 18th 2012 from Marlo in Rockville MD. The furniture ( JAK4442-03/2334-09 and JAK4442-02/2334-09) is defective and needs to be replaced. We purchased an extended five year warranty at that time.  First, the armrests on both the loveseat and the couch are caving in. Secondly, there are nails penetrating through to the surface of the couch, where we have repeatedly hurt ourselves on and lastly, there is a hard bulge that sticks out on both couches under the cushions that is very uncomfortable to sit on.  We contacted Marlo on the 14th of May 2013 and were told to take pictures and send it to services@regency furniture.biz. When we did not get a response to our email my husband went to the marlo store in Rockville and spoke with Lanita the manager.  It was determined at that point that a third party service agent would need to take a look at the defect.

On May 30th 2013 Russell from US Quality Furniture Repair (based out in TX) showed up and took apart the couch.  My husband asked him what the issue was and if it could be fixed. Russell told my husband that the armrest for both the loveseat and couch was made out of cardboard and it could not be fixed  because the cardboard support would continue to collapse as it was used. He also indicated that he was unsure why the nails were sticking out through the leather and that that could not be fixed unless he took apart the couch.  Lastly, he had no explanation as to why there were two large unknown masses sticking out from the base of the couches penetrating through the cushions.   My husband asked what the next step would be and Russell told him to contact Marlo, but that he would recommend in his report to replace the couches. 

It has been over a month now and we have called everyday for an update and we have had no response. We are repeatedly placed on hold and are told that there is no manager available. After many failed attempts we finally received a call on June 6th from Kelly, a representative with the service department who informed us that the manager named Amond had not put our claim in their computer system which would initiate any further action.  When we asked why, she simply said "I dont know".

Today June 10th my husband called to speak with the service manager ( Amond) and was told he would only speak with the person on the invoice which is me. Which I would like to point out that since the very first claim, my husband has been the sole person in contact with Marlo and this was the first time this was brought to our attention. My husband quickly hung up and called back with me on the line and was told by Rashanda ( receptionist) that he was not available.  We continued to ask what was going with our warranty and the replacement or refund of our money. We were told that they were going to have to send out another third party representative to look at our defective furniture with no explanation of why and refused to give us a copy of the initial report.  

At this point both my husband and I believe that Marlo is not holding up to their end of the warranty and would like a full refund of our money. We believe that their actions are unethical, and they are refusing to comply with the recommendations of the third party representative that they in fact sent out. They are wasting our time by claiming they need to have another company inspect our furniture when it was clearly determined that the couches cannot be fixed. They are also refusing to give us a copy of the report submitted by US Quality Furniture Repair. At this point we feel that further action needs to be taken in order for this matter to be resolved.