Complaints

This profile includes complaints for Marlo Home Furnishing's Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Marlo Home Furnishing's Inc has 5 locations, listed below.

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  Marlo Home Furnishing's Inc

  3300 Marlo Ln Forestville, MD 20747-4442

• 

  Marlo Home Furnishing's Inc

  725 Rockville Pike Rockville, MD 20852-1174

• 

  Marlo Home Furnishing's Inc

  5650 General Washington Dr Alexandria, VA 22312-2415

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  Marlo Home Furnishing's Inc

  13450 Baltimore Ave Laurel, MD 20707-9409

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  Marlo Home Furnishing's Inc

  11800 Holly Ln Waldorf, MD 20601-3107

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/01/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 1, 2023, we bought two sets of living room furniture from Marlo. Unfortunately, neither of the sets was in stock at the time of purchase. We were informed that they would be delivered within 8 weeks, and we expressed our willingness to accept the delivery before the Thanksgiving holiday. Marlo assured us that both sets would indeed be delivered before Thanksgiving. Only one of the living room sets and the sofa from the second set arrived before Thanksgiving. As the second set was incomplete, we stored it in the basement and retained our old furniture for hosting holiday guests. During this period, I contacted Marlo and learned that the loveseat from the second set was damaged and needed to be re-ordered. In response, I emailed Marlo, expressing my desire to return the incomplete set for a refund due to the failure to deliver as promised in time for the holidays. Regrettably, there was no response to my emails. As of today, December 1, three months have elapsed since the furniture purchase, and the loveseat has yet to be delivered. Since the new set was not available for use during the holidays, which was the primary reason for our purchase, we have decided to retain our old furniture and return the incomplete set for a full refund.

• Initial Complaint

  Date:11/11/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a recliner and accent chair on 7/23/23 with an expected delivery date of 10/15/23. I called on 10/21/23 to get an up date and was informed the scheduled date for the recliner to be in the store was 10/28/23. I called 10/31/23 for a delivery date and was told the recliner was on back order and would not be in until Jan 2024. The store did not contact me to provide the delayed information. I informed the store rep that I do not want to wait until Jan fore my accent chair. She said they would deliver the chair on 11/11/23. The chair was delivered on 11/11/23. The guys putting the base on the chair could not get it to work. They took it back. I called the store 11/11/23 to inform of the defective chair and ask if they had any more in stock. The rep stated she could not say until the chair was returned. I said to the rep, you can't look the chair by item number and tell me if you have any in stock. She placed me on hold for a minute, returned to the phone saying she had to wait for the chair to be returned to the store. Marlos is a horrible company to do business with. I ordered furniture in 10/2020 for my new home. I spent over $15,000. It took months to get our furniture. I will never deal with Marlos again and definitely not recommend anyone to this company.

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the company and no one is responding after weeks of contact. They continue to tell me its escalated but nothing happens.

• Initial Complaint

  Date:09/22/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I went to the store because of its good reputation for quality furniture. We made a purchase on July 1st 2023 (order # ****) and they told us that the delivery will be from 8 to 12 weeks. In fact, they said by end of August. Twelve weeks came and went even though we frequently called to check on the delivery status. Out of frustrations, we went back to the store yesterday September 21st and they told us to wait till end of October. REALLY!!! Going for 4 months!!! And they have the audacity to tell us that some customers have waited for 8 months!!!! This totally unacceptable. We love what we took our time to search for and purchase. We need a resolution and its not a refund or replacement.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bedroom set from Marlo Furniture in Forestville MD, during the Memorial Day sale. It was delivered on August 15, 2023. Before I bought it, I was told that an adjustable base would work with this type of bed frame. I’d never had one before. When the installers came they put on both the wood slats and the adjustable base. So both pieces sit above the bed frame and does not go down any further. They told me they had to go and make other deliveries. I was told to contact customer service. I called the store that same afternoon. The person I spoke to told me to send pictures and a description of the problem via his email. I was also told it would take 7-10 business from there for someone to reach to me and set up a service repair. I waited until that time and no called me. So I started calling on 8/29. Ever since then I’ve calling without a resolution in sight. I was told by another staff person that the person who I spoke to in the beginning was new and didn’t do something right. She asked me to resend the email to her and she would put my info back in and someone would call me. No one called. Ever since then I’ve been initiating all communications. I’ve referred around. I contacted ******* warehouse in Brandywine, MD and was told they would send an email to corporate to expedite my problem. I’ve been ensured by multiple people I’d received a call back but no one called me back. I was told that the actual store should take of it. I called to talk with the manager there a few times. She said she was looking into it but did not call me back. Also someone named ****** called me yesterday and got into an argument with me. She said it’s nothing they can do at this point. She said it’s not the fault of delivery. They are only trained to assemble furniture and if they tell you anything else it’s just a curiosity. This has just been a back and forth. I have Not been able to lay in my new bed. Now I’m getting a bill from finance

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch from Marlo’s Furniture in Rockville on June 11, 2023. I was originally told my the sales rep 6-8weeks. i called customer service at the beginning of July to see if there was an update. They quoted my July 25th as the delivery date. I called in July 26th after I had not heard back and they told me that the item would not be delivered until September due to the 8-12 week lead time. I called again at the end of August to see if maybe the couch would come in early. The rep on the phone told me that it was not coming early and unsolicited told me that he was not going to give me money or a discount on furniture. I was highly offended as I never asked for compensation, I just wanted to know when the couch would arrive. I called back around 11 weeks after my order date and asked to speak to a supervisor who was equally rude, who read me the notes from the last agent which stated that I was calling asking for money. I asked that the notes be corrected and that they listen to the recordings. Today, September 11 about 15 weeks later I called and was told that someone spoke to me september 6 (I was never contacted) and informed me the new delivery date would be October 5. I am displeased that customer service continues to lie and no one contacts regarding delivery change dates. This is incredibly predatory and I believe their business practices are aligned with scamming. You pay upfront for furniture you do not receive. I would like my couch to be delivered and would like transparency on the real delivery date or issues arising. I have tried contacting the store several times and no one picks up. Had I known the lead times would be this ridiculous I would have shopped elsewhere. I search ed for months for a couch and would like this one I picked to be sent immediately.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a full sized mattress and platform from Marlo furniture that is in dispute. While the mattress and platform were over $4,000, my total in purchases that day was $9,506.83. The purchase was made April 24, 2023, and the full sized mattress and platform were delivered on May 2, 2023. I contacted Marlo on May 4, 2023 to inform them that the mattress was too firm. I purchased a "medium" firm, not "firm." The manager that sold me the items on April 24 is named ******. She worked with me on this mattress firmness issue. She sent a store technician to my house to confirm that the mattress was more firm than the store's medium. He sat on the mattress and confirmed it was too firm to be considered a medium. ****** then contacted corporate to make an appointment to have someone confirm that we received the correct mattress. When the corporate tech came to my house, he noted that the mattress was too firm to be considered a medium, but he took a picture of the mattress which was an indication that a "medium" was what was delivered. Based on confirming that I received a "medium," my claim was closed without the store exchanging what I received for something else. I'd like the store to switch the mattress with one that they are in possession of in the store, be it the floor model or another that they can acquire to switch with me. The bed that was delivered to me is entirely too firm and the person for whom the mattress was purchased is my son. He is severely disabled, paralyzed on half of his body due to multiple strokes he suffered at the age of 12. I purchased another such bed 10 years ago when he was released from the hospital because he is not able to readjust himself without assistance. After 10 years, I was able to get him another bed, but this bed is too firm, and it's too expensive to replace again. Also, the platform is defective. It's supposed to vibrate at the top and bottom but it only vibrates at the bottom.

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the sofa and loveseat back in December 2022. My wife purchased the sofa and loveseat for about $3800. My wife paid for the extended warranty for the sofa and loveseat, and we were told the manufacturer warranty was for the first year after purchase. I have two disputes with Marlo Furniture. The first dispute is the time it takes for them to repair my loveseat that is currently not working. I emailed Marlo back on July 5, 2023. I haven't heard from anyone within the business about repairing my loveseat. The second dispute is an email I received from one of the employees at Marlo and they referred to me as Dear. I have not been contacted by anyone at Marlo about the problem I’m having with a loveseat or the disrespectful email. The account is under my wife's name ******* ******.

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from Marlo Furniture located at ********************************, Laurel, MD ******** and participated in the 90-day mattress exchange program, as per the terms and conditions stated at the time of purchase. I duly fulfilled the requirement of purchasing a mattress protector along with the mattress to be eligible for the program, and I have attached a copy of the invoice and proof of purchase for your reference. Regrettably, my request for a mattress exchange was unjustly declined, with the reason being that the mattress protector brand I selected did not qualify for the program. I want to emphasize that I thoroughly reviewed the program terms and conditions both at the store and online, and there were no explicit mentions of specific brands being eligible or ineligible for the program. I have the paperwork to support this claim. Moreover, I initiated the exchange request well within the 90-day period, seeking assistance from your salesperson in-store to ensure compliance with the program's requirements. The salesperson confirmed my eligibility for the exchange based on the provided documents and guidelines. However, I was later informed that there might have been a miscommunication between the sales team and the corporate office, leading to the denial of my request. Desired Resolution: I am seeking a full refund for my recent mattress purchase (Invoice Number *********) from Marlo Furniture. Considering the inconvenience caused by the denied mattress exchange and the subsequent miscommunication, I no longer wish to engage in any further dealings with the business.

• Initial Complaint

  Date:05/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* Sectional. The business committed to provide me 2 armless chairs, 2 power recliners, 2 power arms, and 1 stand alone power recliner. I paid 6,572. They only gave me 2 power arms, 2 power reclining chairs, 1 armless chair and 1 power recliner. I want 1 armless chair and 600.00 for store credit to purchase an additional armless chair.