I will never shop Marlo furniture in the future.

I bought a TV stand from the Rockville store. One gentleman showed me around and was an excellent salesman. Once I decided on my item, I was triaged to a different representative who was obviously not computer savvy, making the purchasing process quite painful and long. He offered us free delivery if we bought over $500 in murchandise. Since the TV stand was $400 we decided to go ahead and spend more money to get the free delivery.

Once the item came in stock, another representative called me to schedule a pick-up. It was quite the phone-tag game to get a hold of someone who could help me. They claimed I did not have delivery as part of my purchase and that I opted to pick up the item. Finally, after to talking to several people I got to talk with a manager from the Rockville store who clarified that I did have free delivery and he set it up for me for today (3/5/11 8a-11a).

A box was delivered at 11a this morning, but the delivery men claimed they do not assemble it (though, I was told they did when I bought the item).

My husband and I opened the box in the afternoon to find that it was the wrong item. I called the delivery service number and they stated that the correct item was still on the truck. I notified them that I could not wait around all day/night for them to swap it out, but I wanted this taken care of today. The representative stated she would call me back with an update. I did not receive a call-back.

I called the number again to find that they have closed for the evening. So I called Marlo, Rockville directly. Mo stated the manager had left for the evening and would contact me back tomorrow at 11am. He also told me they do not deliver on Sundays or Mondays, so now I have to deal with this large, obtrusive box in my apartment for the next 2 days. And I have to take time on my day off to wait around again for a delivery/pick-up.

This is absurd. Terrible service. I would rather have paid the extra money at a different store than deal with this nonsense.

We purchased a large sectional with their "Worry Free" warranty - both decisions were a big mistake. One of the support bars was bent, a fact that wasn't noticeable until it snapped through the plastic pad and started gouging our hardwood floor. Marlo took several months of repeated calls before they arranged to have an inspector come out for the warranty - who looked at the damage said it would be replaced. Marlo then refused to service the sofa, saying the report was incomplete. When we didn't go away, they "suddenly" had a complete report saying "customer abuse". Based on this, they had closed our case without informing us and when asked said that wouldn't do anything for us as we had somehow bent this thick metal support bar ourselves. A BBB complaint later, they sent a new inspector, who said this was common shipping damage, and they would replace the bar (not the sofa). So six months of my life wasted on calls and consumer actions for them to honor a "worry free" warranty to cover damage from their delivery, and overcome their attempt at fraud.
In sum:
Broken product
Fraudulent practices with their "Worry Free Warranty"
Terrible customer service

I purchased my furniture from Marlo in Alexandria, VA on Black Friday to take advantage of the advertised free delivery. It was scheduled for delivery that next Saturday. I recieved several automated calls to confirm my delivery time. When they showed up, 45 mins late on my delivery date, they refused to put any effort into trying to get my sofa into my apartment. They simply kept telling me it was too big and asking me to sign a waiver in order to make it fit. My door was not too narrow, they were unwilling to stand it up or even to lift it beyond trying to go straight through the door. In trying to deal with this, the delivery men discovered that I was missing my dining room table. When I spoke to the dispatcher, they told me the table was backordered until mid January, which in my repeated confirmation calls no one told me. So, I refused the order because I had coffee tables and no sofa and dining room chairs and no dining room table. The next day I spoke with my salesman and picked out a shorter sofa just to ensure delivery the next time. I was assured that this time would be better and that this sofa was in stock. Well, ofcourse it was not; backordered until the 18th of December.I spoke to a customer service representative who assured me that the other items on my ticket would be held until the sofa came in. On the 17th of December I called and was told that my sofa and chair had come in and they could deliver on the 19th. On the 18th I received a call that the coffee table( the same ones that have previously been delivered and that I was told would be held) were now out of stock until the end of the month. When I spoke to a customer service representative I was told there was nothing that could be done and she refused to transfer me to anyone or anywhere else. When I call the store I am directed back to the same customer call center that can not do anything to solve my problem. My delivery is pending still due to snow in the area so they MIGHT or might not deliver tomorrow. I am beyond frustrated and just want my furniture. It has been almost a month now!

I receive my table but i am still waiting for my server. They delivered 4 times the wrong one and now I am still waiting over a month. i am going to have to do something about this. They have no respect for their clients.

Horrible service.

Noone anwers the phone. it's hard to talk to anyone. 2 chairs were damage. They came and finished horribly. This is ridiculous. i have no idea what I am going to do. Please go to any store never buy anything at Marlo. If I had read the reviews before I would had saved some headaches.

I purchased my furniture from Marlo in Alexandria, VA on Black Friday to take advantage of the advertised free delivery. It was scheduled for delivery that next Saturday. I recieved several automated calls to confirm my delivery time. When they showed up, 45 mins late on my delivery date, they refused to put any effort into trying to get my sofa into my apartment. They simply kept telling me it was too big and asking me to sign a waiver in order to make it fit. My door was not too narrow, they were unwilling to stand it up or even to lift it beyond trying to go straight through the door. In trying to deal with this, the delivery men discovered that I was missing my dining room table. When I spoke to the dispatcher, they told me the table was backordered until mid January, which in my repeated confirmation calls no one told me. So, I refused the order because I had coffee tables and no sofa and dining room chairs and no dining room table. The next day I spoke with my salesman and picked out a shorter sofa just to ensure delivery the next time. I was assured that this time would be better and that this sofa was in stock. Well, ofcourse it was not; backordered until the 18th of December.I spoke to a customer service representative who assured me that the other items on my ticket would be held until the sofa came in. On the 17th of December I called and was told that my sofa and chair had come in and they could deliver on the 19th. On the 18th I received a call that the coffee table( the same ones that have previously been delivered and that I was told would be held) were now out of stock until the end of the month. When I spoke to a customer service representative I was told there was nothing that could be done and she refused to transfer me to anyone or anywhere else. When I call the store I am directed back to the same customer call center that can not do anything to solve my problem. My delivery is pending still due to snow in the area so they MIGHT or might not deliver tomorrow. I am beyond frustrated and just want my furniture. It has been almost a month now!