Complaint Review: Marlo Furniture - Alexandria Virginia

On November 20, 2005, I went to the Marlo Store and purchased a Dining Room Table, 4 chairs, and a 5 piece childern's Loft Bed set for my daughter's room. The five pieces of the bed set were a desk/support, a dresser/support, a book case/support, a bottom bed frame and a loft bed frame.

When the furniture was delivered on December 4th, the table and two of the chairs were scratched. Also, only four pieces of the bed set came - the loft bed frame was on backorder. No one called to tell me that the piece would be missing from the delivery.

Each piece of the bed set came in a large box, none of which did I open before the driver left. When I did open the boxes, I discovered that the book case/support piece was very badly damaged - the entire bottom of one side was broken off. This piece cannot be used as a support for the loft bed frame when it is this badly broken.

I called the day of delivery to file a damage report. Since it was Sunday, I was unable to reach customer service, but I reached the delivery service line and filed a complaint there. I was told that I could file the damage report to customer service and order a replacement piece over the phone at the same time.

The next day (Monday), I called and did just that. I was told that the book case/support piece was not in stock, that they would place an order to get the piece from the company, and I should have it within two weeks. I also rescheduled delivery of the loft bed frame to be the same day as the book case/support, since I could use the loft bed frame without this replacement piece.

On December 9th or 10th, Marlo furniture called me to schedule delivery of the loft bed frame for that Saturday. I explained to them that I had ordered a replacement book case/support, and had rescheduled the delivery so that both piece would come on the same day. They said that that information wasn't in the system, but that they had it now and would get in touch.

The next week, Marlo Furniture called to schedule delivery of the loft frame piece again. I explained the missing piece thing again, the they said again they hadn't had that information. They said again that they had it now and call when the replacement piece came in.

Today, January 6, I called Marlo Furniture to get a status because I still hadn't heard from them. The woman I spoke with told me that no replacement piece had ever been ordered, that they had no record of me reporting the book case/support as stolen, and that to get a replacement piece I would need to schedule a technician to come out and look at the piece. I have now scheduled the technician for January 14.

It has now been almost seven weeks. What confuses me the most is what happened to my order? If it was never placed, why didn't anyone point that out when I rescheduled the loft bed frame three times? I am very concerned that, since so much time has now passed, that the technician will try to say that we broke the piece and make us pay for a replacement.

Christine

Burke, Virginia
U.S.A.