I am dumb again to purchase a leather sofa from Marlo this Thanksgiving weekend! Ten years ago, I purchased a bedding set from Marlo Furniture in Falls Church, their Chester drawer arrived slightly damaged! I emailed + calls without any responses from them. I did not have time to pursue further and gave up on it!

This year, I gave them a second chance! I thought about that horrible customer service but was lured by their low price anyway. I bought a big leather sofa that their delivery men can not bring into my family room. They do not remove doors! I wanted to return the sofa but Marlo will charge a 20% re-stocking fee for an unwrapped merchandise! They are nasty!

Do not waste your time dealing with them! You have to look at it as a cash and carry issue as if you are to buy your furniture at a flea market. Once the transaction is done, things are over!

Here is all the complaints i have for Marlo Furniture:

-the salesman assured me that everything was in stock and Ok for delivery!
-the delivery date and time window came, the deliver guys were over an hour late.
-they installed and assesmbled the bedroom furniture. A few scruffs etc. not a big deal.
-the TV stand etc was not in good condition, so the driver said that he can deliever it next tuesday.

-here is where the problem starts:
-my wife was alone at home with a little kid (1 year old, who requires a lot of attnetion etc)
-the delivery guys were super rude to her throughout the process.
-They unpacked everything in the hallway and installed everything in the room.
-my wife checked on everything and proceeded to sign the papers.
-When my wife was attempting to open the door for them to leave she noticed a RIDICULOUS MESS in the hallway. Styrofoam mess everywhere.
-She asked the driver to clean up, and the driver said, sorry about that and proceeded to leave, stating that She already Signed the paperwork, tough luck for you.
-My condo building charged me $150 to clean up as a FINE for this mess.
-I called the 301 customer service number to no extend that evening trying for the drivers to come back and clean it up, but cust service was SO rude. They acted like they cared and kept saying "someone was right downstairs and will be up in a second to clean up and take care of the problem."
-Safe to say, no one every came to fix this problem and no one at on the phone would transfer me to a supervisor to talk to someone higher up.

This was ridiculous customer service and sorry to say, that you have lost me as your customer for life.

Beware when they send you a reward for buying something. I purchased $1500 worth of furniture and was to receive a $100 gas card. No one at the store knew how it worked and told me I would receive something in the mail. After a couple of weeks, I was told I had to wait 12 weeks and it should show the gas rebate on my receipt. After 12 weeks nothing came so I called only to find out I was supposed to download a form online and send it in. No one at Marlos had the information to get the form and they would said they would call me back. No call came after a week so I called them back. I sent an email thinking I would get a reply, of course nothing. I called back again and after being on hold I finally received the form information only to find out it is void after 30 days of the furniture purchase. I have to now fight it out with Marlo so they hold up their end of this bargain.

I ordered a sofa sleeper in September, the first delivery was made and the dust covers were ripped. They attempted a 2nd delivery and they delivered the same exact furniture! They said I would have to call them and request a quality control inspection, which i did. They came out a 3rd time and the same issue! No one even bothered to look at the furniture. They said they could send someone out the replace the covers. I told them absolutely not because I no longer have confidence in their service. They said i would have to go to the store and request a refund. I went to the store and spoke with the store manager. They assured me that they will inspect it before they deliver it a 4th time!..What has happened to customer service in this country? I agreed to allow them to make a 4th attempt...stay tuned...

I purchased a living and dining room set from Marlo furniture in Forestville, MD, I must admit the sales reps that I dealt with were professional, but everything after that goes down hill. First my delivery dates kept kept getting pushed further and further away, and when I would call and inquire about it, each time the piece that they were waiting to "come in" from the warehouse would change.

My Living room set came first, and this is were everything gets crazy, They deliver everything and at first glance, it all looks fine (aside from the fact that set of cocktail/end tables I ordered were not assembled by them even though I was told in the store they would be) but then I noticed that my sofa has a tear in the arm rest. I called customer service immediately, by this time the delivery guys had been gone about 15 minutes, I spoke with a lady who apologized for the inconvenience and then said she would contact the delivery guys so they could come right back pick up the damaged sofa and I would have my new sofa by the end of the week.

Nonetheless they never came, so I once again called customer service to let the know, this time it's man I speak to who tells me there's no such thing even noted in my account, so I once again explain everything to him and he tells me the delivery guys will call to set up the pick up in 24 hours. The next day comes and no call, I call them again to let them know no delivery has been set up and this lady begins to tell me that their system doesn't work that way and a technician would contact me in 48hours and come out and "survey" to see if it was repairable, the furniture that wasn't even in my house a good 20 minutes after I noticed the tear.

I promptly told this lady that I did not purchased refurbished furniture I purchased new furniture she then told me it was nothing she could do about it so I asked to speak to her manager, her reply was the manager was busy, I told her that I would hold until the manager was free she then told me the manager may be busy for a while and it wold be too long to hold. So I hung up with her and the next day I went to to store in Forestville.

There I spoke with the manager with whom I had to explain the whole situation all over again, which she told me she doesn't know why the first customer service person told me they would exchange the already damaged when delivered furniture for undamaged furniture thats not there policy. I told her this is unfortunate but I purchased new furniture, she then told me she would have to see if this could be overridden by someone higher than her because she (as the manager) didn't have the authority. So she comes back and tell me that she's gotten the sofa overridden and it would be here at the end of the week.

Then once I got home, My husband was putting together the cocktail and end tables (that the previous delivery guys didn't put together) and he noticed that on one of the end tables the holes that are pre-drilled into the table so the legs can be screwed to them are too small for the screws that are sent in the box.

Once again I have to justify myself with customer service. I spoke to them told the the ordeal and they made me feel as if I spoke a foreign language, I guess they figured there was no way that something could be wrong with there merchandise, so once again they feed me lies and tell me that it would be delivered the next day which coincidentally happen to be the day they would deliver my replacement sofa. The next day came and went my sofa came and no new end table, so again I'm back on the phone with Marlo customer service and yet anew story is told, now I must wait 48-72 hours for a technician to call and schedule a time to come out and survey my table. And now I still wait for the mystery technician to call.

Marlo is by far the worst furniture company ever! All they care about is getting your money, I have told everyone I know about my ordeal with them.