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  • I went to the Marling location on Stoughton road to order some kitchen parts for my small renovation project. I came prepared, bringing an extra cabinet door I had lying around as well as several photos of the crown molding to aid in identification of model numbers. Julie was the consultant who helped me. We examined the pictures and cabinet door at length, cross-referencing them against the Merillat parts catalog, until we both agreed that we had a positive match. I should mention that Julie took notes furiously throughout the process, carefully noting the product number for each item (or so I thought). Since a phone call to Merillat HQ was required to price out the order and the don't do business on weekends, she promised a follow-up call on Monday with final price information. I got said call on Monday with final pricing. All that was left was for me to sign a contract (Julie's language, not mine) and put 50% down. I looked over the contract and verified that it contained line items for crown molding, a tall kitchen cabinet, and a spare cabinet door. I then signed and returned with a 50% down payment. Two weeks later, as promised, I got a call that my order was ready for pickup. Upon unboxing the crown molding, I was shocked to see something that looked nothing like the molding Julie and I identified together. I immediately called Marling. Julie was apologetic but quite firm in that Marling doesn't take responsibility for ordering errors, no matter who makes them. After all, she said matter of factly, I did "sign the contract." Legally speaking, she's right of course.Ethically speaking, her logic is ridiculous. I'm now stuck with $150 worth of crown molding I can't use because Marling screwed up the order. What a customer service disaster. Avoid this place like the plague.
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