Marlo Furniture and Mattress Store — Local services in Waldorf

This Marlo Furniture store in Waldorf has been an ABSOLUTE NIGHTMARE. I spent over $10,000 CASH on a full sized Tempu-pedic matress, a full sized adjustable base, a queen sized adjustable base, a king sized adjustable base, and 2 chests of drawers. The full sized Tempu-pedic we ordered was a “medium” in firmness. What we got was a VERY FIRM mattress. On the second day of having the mattress, I contacted Marlo to let them know we must have the wrong mattress, that it was very hard. I was told we had to keep the mattress for 30 days, but my son could not sleep in it because it was causing his legs to go numb (he is half paralyzed from strokes and unable to adjust himself on the mattress, so it’s essential to have a bed that can adjust to him, which is why I got this bed for him after his injury 9 years ago. I was replacing the one that was 9 years old). I went to the store to talk with the sales rep/manager, Angela, who sold me the mattress. She sent a tech out to my house to confirm that the bed was too firm to be a “medium”. He came to my house and sat on the bed and was very surprised to find that it was, in fact, VERY firm. He reported this to Angela who was given the green light to report this to “corporate” who sent another person/tech to confirm that the mattress was too firm. When the second tech came out, he confirmed that it was too firm for a medium, but he took a picture of the bed to show that we received a medium. He reported that the mattress was too firm, but confirmed that what was delivered was a medium. I was denied an exchange (I didn’t want a refund). They closed my case. This was all done in the span of 5 months, from April 24, 2023 to mid-September, 2023. I have been trying to get my case resolved, but told my case is closed. I’ve been complaining since the 2nd day of having the mattress. They are not interested in exchanging it for one of their floor models. I have offered to take one that strangers have been sitting on because it’s not easy to replace a $3,500 mattress with its $1,500 platform. The platform isn’t working properly either (it’s supposed to vibrate at the head and foot, but doesn’t at the head). I can overlook this, but the mattress has been unbearable. It’s soooo uncomfortable. I took this issue to the very top, and was told that the Director closed my case. I was not given his name and was told he was on vacation and would return on Wednesday, September 13. It’s September 24, and I have still not heard back from this Director. I contacted and filed a complaint with the Better Business Bureau to help me resolve this matter last week. I haven’t heard back from them, yet. Marlo Furniture is NOT interested in exchanging a BRAND NEW mattress, to see to customer satisfaction or comfort. Two of their service employees confirmed that the mattress was too firm, so they should be willing to at least exchange it. They won’t. So, I will have to repurchase another mattress for THOUSANDS of dollars for my son who NEEDS this kind of mattress. In addition to his great discomfort these past 5 months, I will be out of pocket more than I can afford. DO NOT BUY FROM THIS STORE. THEY DON’T CARE ABOUT...

Update: they still have not given me what I paid for nor a refund. I’ve called the store, emailed customer service, contacted customer service department at corporate, and nothing. This has be the worst company or employee/management experience I have ever dealt with, it’s been almost 3 months of trying to get my money back for a product I never received and they have acknowledged I never received! I truly feel robbed by these people and company.

Original review: I have to update my review because it’s important that I warn anyone thinking about shopping at this store not to come here. Originally I posted a positive review because the sales person came up to me after I paid and asked me for a positive review. However since I bought my items it has been such a terrible experience.

To keep it short, they will take your money, tell you to coordinate your own delivery, not give the delivery person all of your items, and then try to give you something you didn’t order at all. When you ask for you money back if they can’t honor your order they will say no and offer you store credit. (I ordered a king mattress and box spring, and when my husband went to pick it up after they told my delivery guy I didn’t order a mattress or box spring they tried to force a twin box spring and twin mattress on him despite showing them the receipt that shows king.)

It’s one thing to change your mind on an order but a totally different issue when they bait and switch you and then refuse to give you back your money or give you what you ordered and what is clearly on your receipt.

Please don’t shop here. I’ve been trying to reach them everyday and it’s always “well have our manager call you back” or “our manager is not here”. Total scammers. They should be ashamed...

Wife and I visited Marlow Furniture in Waldorf looking for 2 single Theater recliners. We wanted to match color and materials as close a possible. We visited every furniture store/warehouse within 30-35miles. When we walked into the Showroom, we were greeted by Christian(Chris). He asked how he could assist, we shared our interests, he ponder a few moments and said, please follow me. He immediately lead us to two styles of recliners. We actually wanted manual to eliminate cords extending across the floor. After deciding on our recliner choice, it was power controlled. Perfect recliner but cords. Again, Chris was quick to share how we could get furniture/recliner power pack. Never heard such, however, Chris explained how they work and eliminate power/extension cords. After deciding to purchase the two recliners, Chris shared it was a possible two(2) month wait. Because of price, great/professional customer service and perfect selection, we decided the wait was well worth it. The expected 2month wait was reduced to approximately 5weeks. We are more than pleased and enjoying our power, cordless comfortable recliners. Actually, I am writing this review from my recliner. Marlow Furniture Waldorf is highly recommended to provide your...