Marco Polo Imports

Most Recent Comments

• October 2023 by Matt Cullen
  Shopped here to find furniture for son's apartment! Found a great headboard, dresser and a few other cool things. Helpful staff, deliverey was super fast and easy! Highly recommend this store for furnishings and decor.
• October 2023 by Nidhi Pai
  Very impressed with Marco Polo’s delivery and service. My items arrived few days before the delivery service was excellent. They even assembled my bed for me and put it in the bedroom. Highly recommend them and will always use them in the future after the delivery they call to ensure that I was satisfied with the service which talks volumes About the CEO and the companies ethics
• October 2023 by Lona Lee
  EDIT: In response to MPI, just because I pay for 5G internet service doesn't mean I have 5G if I've only experienced 4G. Likewise, our dressers are supposed to be soft close, but if they are hard to close, it does not matter if the contraptions are brand new, they're not what I paid for.It doesn't matter if MPI was featured in prominent magazines. I'm sure they have some fine products. Like I said, I'm happy with the manufactured coffee table I bought. My conclusion is that the quality control on MPI's custom built furniture is not up to standard for "luxury" and "fine" furniture.=======We bought two items from MPI. One was a coffee table at their Hawthorne location in January 2023. We are enjoying the coffee table and don't have a problem with it.My 2 stars is more for the customer service and a custom order dresser we received recently. It was a custom order because the one we wanted was no longer available on their website. They said they can custom make it themselves with their team for about the same price. We thought it was a good deal.This dresser order has made me realize that I'd never buy custom furniture from MPI again. We initiated the order in early March 2023 and got our final product in September 2023. This is because the dresser was supposed to have soft close drawers but when we FIRST brought it home in May 2023 and opened the dresser, this was not the case. They were all very stiff and there were a few nicks and a long scratch on the wood. And worst of all, the 5 dressers did not align - meaning they were not all flush and one would stick out about a centimeter out, half a cm out, all different. After 3 months of waiting (originally told it would be a one month wait), we wanted some functioning drawers.We wrote back to MPI, and after weeks of back and forth, they picked up the the dresser and took it back for repair. More weeks of back and forth and we finally got our dresser back in early September. From May until September, that's an additional 5 months of emailing and calling to check the status. Each time, they made it sound like it'll be ready soon.MPI had a 3rd party delivery company deliver it to us this time. We actually tried to refuse the delivery but they were not allowed to take it back. The reason we weren't happy with it is that despite this one being a brand new dresser (apparently, they rebuilt it), the dressers still do not have soft close. Every one of the five drawers are sticky and a couple of them, we have to hold down the dresser to pull it open. It's pretty ridiculous. And so after emailing them about it, they said, please bring it back and we'll refund you. After 6 months, that's the best they can do. For 6 months, we had to take our clothes in and out of the dresser and function without one. We might as well have bought something off of West Elm for a similar price or cheaper but one that works. I just can't believe they'd sell this and claim that it's high-end. The color of the wood finish that they put on is nice but the functionality? Look elsewhere. There are a lot of skilled woodworkers throughout southern California.All in all, buyer beware. You might be waiting MONTHS with words of affirmation sounding as though you'll get your item that week or the week after. I can't believe how much time I've spent emailing these folks back and forth and ending up with something I'm not happy with and that they can't fix. It's like buying a car with a bad part. You won't know until you actually start driving it.
• July 2023 by Abby M.
  I needed a bookcase with specific sizing so I set out looking for a company that made custom furniture in my area. I found Marco Polo Imports and decided to take a chance, as I'd never heard of this company before. Overall, the process was fine, if not a bit frustrating. They were slow to reply and multiple times, I would send emails, asking if we could get the project going and then continue to wait several days. When it was time to be paid however, they called me multiple times the same day-- imagine that.I was told the bookcase would take 3-4 weeks to construct which I was fine with. In reality, it took closer to 8 weeks with zero communication on their end to report the delays. I said nothing, as our need for the bookcase wasn't time sensitive but again, I found it a bit frustrating. I kept emailing to see when it would finally be finished but it wasn't lost on me that again, I was the one who had to keep reaching out.When the bookcase was finally done, we had it shipped and I was pleased to see it perfectly matched the specifications we requested. I thought the whole process was over and moved on.However, about 2 months later, we begin noticing what looked like little piles of sawdust on and around the bookcase. I had no idea what they were so I googled it and found that the likely cause was termite droppings. I immediately booked an exterminator for the next day. To be very clear-- we have NEVER had an issue with termites prior to this and the bookcase was the only area being affected.The exterminator confirmed it was drywood termites and showed me several holes in the bookcase that they were apparently living in. He told me this was uncommon but that he had seen an increase in termites in crafted furniture, as apparently wood became scarce during the pandemic and builders had to source it elsewhere. I immediately called Marco Polo Imports and spoke with Aaron. He denied it (which didn't surprise me) and told me this had never happened in his 30 years of business. For what it's worth, I believe him. I haven't heard of this before either. But just because something has never happened before doesn't mean it can't ever happen. I asked him to split the cost of the exterminator with me (It is ridiculous that I have to pay ANYTHING but I was attempting to be reasonable) and he instead offered me store credit. Respectfully, we did not want more furniture when what we received had termites in it! After I turned his offer down, he asked me to email him pictures and the extermination report, which I immediately did. Afterwards, I called to confirm they received my emails and they had. But I have heard nothing from them since. No apologies, not even the courtesy to respond.The extermination bill was $800. I think asking them to reimburse us $400 is more than reasonable, considering we paid roughly $1k for the bookcase and another $250 to ship it, and now we had this hefty extermination fee as well. We did nothing but make the mistake of being customers here and boy, did it cost us. Thankfully, it seems we caught the termites early on and there is (seemingly) no other damage to our home. The bookcase had to have holes drilled in it to treat it with whatever they used to kill the termites. At this point, it seems salvageable. But we are anxiously checking the bookcase daily in case they aren't all gone. I don't know if we will even be keeping the bookcase at this point.I would not use Marco Polo Imports again and I am extremely disappointed in the customer service. When you know you have a dissatisfied customer, an attempt could at least be made to work out a resolution and they did absolutely nothing. In fact, their complete lack of a response feels all the more disrespectful. If anyone knows another place to get custom furniture, please reach out!
• June 2023 by Mayra Garcia
  Great quality. Great experience with Maria and Fran. Will design with them again.
• May 2023 by Carrie Sosa
  I’m so pleased with the quality of products that Marco Polo Imports offers. I absolutely LOVE my couch and dining table that I’ve purchased! Marci Polo is definitely my go-to place for home furnishings—I’d add another star if I could!!
• April 2023 by Adam McNamara
  Buyer beware. All the bad reviews add up and shame on me for not reading them first. Bought some expensive rattan stools. I’ve had them less than a year, rarely sit in them, and they are falling apart. After filing a claim, I was told there’s nothing they can do because it was wear and tear and not a defect and that the material is “known to fall apart”. After replying with frustration I was ghosted. So In case anyone was wondering, their furniture is not meant to be used as intended, like sitting on a stool, or else it will fall apart, and you have no recourse. Overpriced trash, terrible customer service. Lesson learned.
• April 2023 by Adam M.
  Buyer beware. All the bad reviews add up and shame on me for not reading them first. Bought some expensive rattan stools. I've had them less than a year, rarely sit in them, and they are falling apart. After filing a claim, I was told there's nothing they can do because it was wear and tear and not a defect and that the material is "known to fall apart". After replying with frustration I was ghosted. So In case anyone was wondering, their furniture is not meant to be used as intended, like sitting on a stool, or else it will fall apart, and you have no recourse. Overpriced trash, terrible customer service. Lesson learned.
• December 2022 by Aly D.
  Oh my gosh. MORE LIES. Aaron's reply is once again filled with lies. I guess that refund he speaks of got lost in the mail or was put on someone else's credit card. We never received any refund whatsoever. Any delivery fees he had to pay to Palm Springs were because he kept picking up the couch, keeping it and doing nothing to repair it and then kept trying to give it back to us unchanged, which we refused each time. The photos you see of a filthy couch in the first review are photos from the day we received it and I did say the blue marks were on the inside however when the couch was cleaned the blue came through to the outside. My description of what happened is exactly as it occurred. You were a nightmare to deal with. You were utterly rude and disrespectful. You lied over and over and your employee Janell was a witness to it all as well as the delivery person, Roman, that you use. Roman called me each time he went to pick up the couch when it was suppose to have been repaired to tell me nothing had been done. Roman witnessed it all. The first and third photo were taken over 3 months a part. The first one was when his cleaner first damaged the couch. The third photo is the exact same area of the couch after Aaron had the couch for 6 weeks and was suppose to repair it and told us he had checked over the couch and it was in "perfect condition". This is what Aaron considers perfect condition. Roman his delivery man sent me this photo to show me that the couch had not been repaired after 6 weeks. you can also see in the 4th photo the blue ON THE OUTSIDE of the frame of the couch where it came through. the other two are more dirt spots. I have told 100% truth. This was our experience. If you chose to buy from here my hope is you dont go through what we did.
• November 2022 by holly Franke
  What a great place ! Aaron and his staff are invaluable knowledgeable and helpful.I had a custom piece made and was so pleased with the quality of the workmanship.I have more rooms to do and they are now my go to place. Worth checking out. ?
• November 2022 by Irena O.
  My experience with Aaron was a complete nightmare!!! Lost $6834 - 5 years in court. No furniture, no money! I hate the experience I had with this company!!!
• August 2022 by Frank Arsenault
  So, 3 years ago I bought a coffee table from Boston Interiors. Daring remodel and I wanted a second one identical to the 1 identical to the 1 that I had.. They no longer carried them. I took a picture of my table with Google and uploand up popped Marco Polo who had the identical table available.. Took a little while but well worth the wait it is identical to the one that I already had. Michelle was great the whole entire process highly recommend this company. Frank Arsenault Danvers Massachusetts.
• May 2022 by Vinnie S.
  We had been searching for a media cabinet with certain measurements, and Marco Polo Imports was able to make exactly what we wanted. Our experience was so well, we ordered a leather ottoman and custom bookcase.
• March 2022 by Petra C.
  Beautiful, High Quality furnishings and decor. I loved perusing the showroom and located exactly what I was looking for. Throughout the years, whenever I call they are so friendly and make me feel very welcome. It is obvious that they know design. Something I have no trouble waiting for.
• February 2022 by Margot D.
  Beware! Was so excited for custom couch post surgery .. I didn't mind waiting extra time for delivery. What I do find troubling is three calls from Marco Polo to confirm the fill ordered (trillium - It's like Angel hair pasta).. After three months of very limited use the sear cushions are flat and we can feel the frame of the couch through them ... the customer service experience has been awful, with owner rudely brushing me off now twice and not following up I written requests. Bottom line - you' could pat dearly in dollars, quality and comfort.