Store Delivers Wrong Furniture to Maryland Woman Twice

NBC4 Responds investigates three consumer complaints against furniture store

When a Maryland woman tried to get a refund from a furniture store after receiving the wrong item twice, the store told her she would have to pay 30 percent and delivery charges.

Cheryl Speed ordered a sectional from Marlo Furniture but got the wrong one.

“It was the wrong side sectional,” she said. “It was the opposite of what I selected.”

She made the delivery guys pack it back up and take it away.

A month later, Marlo delivered another sectional.

“They brought me the wrong furniture again,” she said.

Fed up with sitting on the floor, Speed asked for a refund of the $1,800 she paid but was told there was a 30 percent cancellation fee and she would have to pay for all delivery charges.

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“So I said, ‘Let me get this straight, you brought furniture to my house, you brought the wrong furniture to my house on two occasions, and you want me to pay you?’” she said.

A spokesperson for Marlo told NBC4 Responds Speed’s furniture was mislabeled. The store agreed to waive all fees and refund her money.

A quick search of NBC4 Responds’ consumer database found two more complaints against Marlo.

A woman from Clinton, Maryland, said the leather furniture she had just purchased was damaged when she got it home, but the five-year protection plan she paid for wouldn't cover it. The third-party warranty company called it wear and tear and blamed her for the damage since she took it home herself.

After she contacted NBC4 Responds, Marlo agreed to repair the chair at no cost. The store said the damage was caused trying to get the furniture into the home and wasn’t a manufacturer’s defect. The warranty plan does not cover damage that occurs during transportation.

A woman from Laurel, Maryland, said her loveseat started to sink three months after she bought it for $659. The service department called it wear and tear.

After NBC4 Responds got involved, the furniture store allowed her to exchange the chair. Marlo admitted the furniture seemed to be defective.

In a statement, Marlo Furniture said it apologizes for any inconvenience to customers. It processes more than 100,000 orders annually in which the majority of orders are fulfilled without issues, the statement said.

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