Marlo Furniture_ A Terrible Experience

Marlo Furniture_ A Terrible Experience

March 30, 2006

Marlo At Rockville

I purchased a King sized bed from Marlo and thought we will be happy with the product but it is now becoming our nightmare.

It took Marlo eternity to deliver the bed after we have fully paid. They have a schedule that is never coherent - the customer service, the sales, and the delivery have a different report/schedule on the same product and customer number, I have never seen a worst service in my life

At the time of installation, the footboard was damaged, it took another month to fix that.

The guys that came in to deliver were not certified technicians, though bold-faced as if they knew what they were doing, but it took less a month for us to discover that they don't. I and my pregnant wife just started relaxing after a long day when we heard a crackling sound. We reluctantly pulled ourselves out of the bed, lift the mattress, and discover that the middle rail was broken (a wood material that is completely different from the other rails).

Things do happen, we thought. We called Marlo the next day to log our complaints. we got frustrated on the phone because there was no one to pick up the line. After listening to their uninteresting music for a while, we decided to hang up and call at a later time. After so many trial, someone eventually picked up and it took her 15 mins to identify a customer and what was going on with the product. I am very sure their log is never up to date because I have to tell them the history all over again. In summary, I was frustrated with the customer service representative, who eventually hung up on me.

The next day, another Mrlo representative showed up unannounced and said he came to assess what was going on with our product. In his own words, our king sized bed was badly set up and they were set up without slats.

A week later, some guys showed up again unannouunced that they came to fix the bed. After installing the rails, they announced that they did not come with the slats which was earlier reported by their own representative. How on earth could Marlo forget the very thing they drove miles to come and fix?

Now they left the bed in a condition worst than they met it. My pregnant wife is even afraid to sleep on it. They were too lucky I was not home because they would have gotten a word from me back to whoever sent them. I sincerely wish I could get my money back or rather wish I never enter into that store

The current headache is sufficient and this will be the last thing I will ever purchase from Marlo. They (in my view) lack anything that will ever make a customer come back. In my view, they have set the worst customer service record and I hope one day they will change if they decide to have an organizational overhaul.

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