Marlo Furniture and Mattress Store — Local services in Forestville

Avoid This Marlo Furniture Location — Shady Practices & Terrible Customer Service

If I could I would give zero star. I’ve shopped at Marlo so many time before and had no issues, especially this specific location few times recently — until now. I placed an order for the dining set back in July. It's now April, and I still don't have it.

About two months ago, I was told my furniture was discontinued. I said fine, just cancel the order. That’s when the nightmare started.

First, they told me they will still be deliver it once I mention cancelation. Then they said I had to cancel in person. I called the store and spoke to Stefanie, the office manager, who said the sales manager would be there when they opened and i can come in anytime to cancel. I drove 50 miles — only to find out she lied, and the manager wouldn’t arrive until 1 PM. I was frustrated. She promised I’d get a call to cancel over the phone since I came already. That call never came.

They started ignoring my calls — I had a friend call from a different number, and they answered right away. When I finally got the sales manager on the phone, she said she'd contact the vendor and giver her till next week to get actual answer. If she can't deliver it beginning of April she going help me cancel if needed. Next week? I reluctantly agreed. She did called me back following week to confirming I will be getting my furniture still. She was suddenly transferred, then I was told she didn’t work there anymore while I was waiting.

Now Stefanie was in charge of my order and just kept stalling and lying. I was told it would be delivered, then told it wouldn't, then told to come pick something else. I refused and said I wanted to cancel.

Stefanie kept dodging my calls, and instead had the salesperson, Carl Brown, call me. I returned to the store again. This time they pressured me to pick a different set or go to another store to get a display model. When I said I just wanted to cancel, Carl’s attitude changed immediately — he walked away and stopped helping.

I asked to speak to Stefanie. The front desk clerk, Amaria, said she was on break — even though she was texting staff right from the office. Another customer confirmed Stefanie was in there too — she was also trying to cancel.

After waiting over an hour, Stefanie came out and claimed only the store manager could cancel the order. I’d already been told he was “handling my issue” two weeks earlier — yet I never heard from him. I asked Stefanie to call him. She refused. I left furious.

The next day I drove another 50 miles. The store manager was finally there. He looked at Stefanie and said, “Go ahead.” And just like that, they canceled the order and gave me a refund. So all this drama and delay for store manager to say "go ahead"? could've done week or 2 earlier or the day before. This was completely unnecessary.

Stefanie and Carl had been insisting a “new policy” required the store manager for cancellations. When I asked for a copy, Stefanie refused. She also refused to provide corporate’s number. They were just trying to save the sale at all costs.

Stefanie should not be in a management role. She’s dishonest, unhelpful, and clearly doesn’t care about customers. The store manager enables this behavior too. Their entire approach is based on deceive and delay.

Also — don’t be fooled by the high Google reviews. After you buy something, the front staff asks you to leave a 5-star review on the spot — before your furniture even arrives. That’s how they inflate their rating. But once they’ve got your money, good luck getting help.

I’ve canceled an order at this location before (when Rheyna was the manager) and had no issues. But after this experience, I don't think I will ever return to this store. Do yourself a favor — DO NOT shop at this Marlo location. It’s not worth the risk. If you ever have a problem or need to cancel an order, you’ll regret ever walking through the doors. I hope someone from corporate see this and...

Dear Store Manager,

I am writing to formally demand a full refund for the Queen size bedroom set I purchased on November 7, 2024. Prior to purchasing the floor model we were told was of the same quality as a new model, my father and I thoroughly inspected each piece and confirmed there were no damages. However, upon delivery, I discovered extensive damage that was not present in the store. This suggests mishandling or negligence after my purchase.

To make matters worse, your delivery man, Webb, who showed up 2 hours AFTER the designated delivery time slot, acted in an appalling and unprofessional manner. Not only was he disrespectful, but he also made inappropriate advances toward me—despite my clear disinterest—and did so in front of my father, an Army veteran, during Veterans Holiday Weekend. His behavior was disgusting and unacceptable. I expect this to be addressed immediately.

Since then, I have made multiple calls and sent several emails, only to be repeatedly misled and ignored. I was assured that I would be followed up with, yet months have passed, and I am still without resolution. Your "manager", Tiffany, has been entirely unhelpful, and at this point, I feel deliberately deceived. Per HER request, I've sent pictures of the damages to an email address she gave me, to later be told by her "they don't check that email often." Oh so send emails to an email address that won't be checked so issues can be purposely overlooked... Got it! Like do you really think everyone is a walking idiot?

I will not allow this matter to be ignored or dismissed as this company hopes with most customers. If I do not receive a full refund or a satisfactory resolution within [reasonable deadline, e.g., 7 business days], I will have no choice but to take further action. This includes, but is not limited to:

-Filing a complaint with the Better Business Bureau (BBB) and relevant consumer protection agencies -Leaving public reviews detailing my experience to warn other potential customers -Seeking legal recourse if necessary

This is my final request for a resolution. I expect a prompt response...

I am a longtime customer of Marlo and have had a few pieces from this store over the years. Approx two years ago I purchased a bed frame with a connecting dresser for a pretty penny and right after delivery I noticed the stabilizing legs in the middle of the bed were short and did not reach my floor nor were they manufactured correctly… shortly after the legs cracked. I informed the store who directed me to Ashley furniture where the bed is from to then be directed back to the store. I was told to “just put a carpet under it” and that nothing could be done since it was after delivery sign off. I rather didn’t know i should be checking for shortened support legs at delivery. After spending almost 1k on this unit I refused and started emailing back and forth for weeks just to be told my warranty did not cover this and I can “add my own support legs”. Two years later I hate this bed… I bought it because my previous one (also from marlo) squeaked terribly for years which started shortly after delivery as well. My current bed now has cracked support legs that still don’t reach the floor, is uneven to where the headboard is not leveled with the rest of the bed so one part of the bed can be pushed against the wall while the other sticks out widely and the bed also squeaks terribly everytime you move probably due to the lack of support legs. I did try to add my own which did not help as I am no professional. I am just writing this review to warn other to think beyond the initial customer service and experience you get because they want you to buy… you are on your own after delivery and please check your furniture throughly before signing anything and check what your insurance...