Complaint Review: Marlo Furniture - Rockville Maryland

Ordered some furniture to be delivered on 8/3/06. The furniture is dropped off at my home with someone who was helping me move into my new home. This was not suppose to be done because I had explicit instructions to call myself and my wife, who only works only 10 minutes from my home in rush hour traffic. Upon my arriving home from work, I inspect the stairs which they had to take to place the furniture in the room it was suppose to go in. There were a total of 3 (1 going into the sheetrock) scratches to my paint, 4 dents to the wall and 1 hole. I then inspect the tables which I find were not assembled. I find the end table had the skirting to the top damaged like it was smashed on the corner. I immediately call Marlos in Rockville at approximately 6:30. I was told that the person to call for home damage, Ethel, was not in, that she left early for the day and given her extention to call the next day. I called corporate customer service to file a claim for the end table, which was closed for the day.

The next day I called Ethel and she claimed she needed to call the driver and she would get back to me. This is at 8:20 a.m. 8/4/06. I come back early from lunch early to give her a call at about 12 p.m. She states she has not contacted them yet and probably will not get around to it next week. At this point I figure I would get at least the end table resolved. I call customer service and after about 20 minutes on hold, I get Tetico. I tell them that my end table was damage and that I would like a refund because I do not want more Marlo Employees in my home to do further damage. To my surprise, they told me that I will get a call on Tuesday 8/8/06 to get a window for 8/8/06 when they will come pick up the table. I mention they also did not put together my tables and that with the $139 delivery AND ASSEMBLY fee, it would be done. He confirms this. I ask to get my $139 back since not only did they damage my home, they did not connect everything and I have broken furniture. He states I need to speak with his manager Maria. I am then told she will not be in for an hour since she was at lunch. He ask if there is anything else I wanted to claim, and I mentioned about my home being damaged. He states I have to contact Ethel. I state that has been done and she will not get to it until next week. I hang up and go to the bathroom and come back to my desk to see I have a voicemail. I check the voicemail and its Ethel. She states that she got contacted by the Customer Service over in corporate and since I needed an immediate answer, the answer was that my claim for the home damage was denied, and stated I had signed a waiver. I asked her to fax me this waiver because I do no remember signing one. It is now 3 hours later and I still do not have a fax for this. I call Tetico back, and ask for Maria, she is still not in, she is taking an extended lunch. I will update as it comes. I see now on this site about the crappy customer service and just service over all this company has. I wish I would have known before hand, it seems I have a long road ahead of me with this company. Worst part is, I just want my $139 delivery charge back and to come get the end table and it would be the end of all this. I may return my entire purchase, which is a Berkline Reclining Couch/loveseat set, coffee table, and end table.

Jerry

Frederick, Maryland
U.S.A.