Mega Furniture

To whom it may concern and the Revdex.com, Mega Furniture sincerely apologizes for the delay in receiving this replacement glass for our customerMega Furniture has diligently reminded the manufacturer to please send this replacement mirror as soon as possible, and unfortunately we have been at the
mercy of the manufacturer's schedulingMega Furniture tries very diligently to give customers full transparency at the time of purchase by informing them we have no control over delays caused by the manufacturerThis replacement glass was received in our warehouse today, February 16th, and our delivery department has contacted our customer to schedule the exchange of his broken mirror. We sincerely appreciate his patience while waiting for this item to come in stockPlease feel free to contact us if you have any questions or concerns. Mega Furniture Management

To whom it may concern,Here at Mega Furniture, we sell a wide variety of furniture, ranging from no manufacture warranty (considered "as-is" or "cash and carry"), to day warranted furniture, all the way up to limited lifetime warrantied furnitureThis customer visited our *** location on
11/28/2014, and purchased discounted merchandise that he was able to sample and inspectThis customer also declined the year extended protection planThe Aformentioned merchandise was offered to this customer at an advertised price, and is warranted for days against defects in the manufacturingCustomer received delivery on 12/03/Customer signed merchandise was delivered in good condition with no damages This customer first contacted us on 02/16/15, still under warranty, and had an issue with one cracked dining chair leg, and a missing button from the benchWe dispatched a technician on 02/27/who serviced his merchandise (including the replacement of one damaged leg), and customer signed that service was completed satisfactoryWe received no additional follow up from the customer after that time. Customer called in again on March 23, 2015, and stated he feels like all of the legs will break someday in the future, and would like a refundI referred the customer to his original signed agreement at the time of purchase, stating we do not allow refunds this far from deliveryCustomer wanted us to exchange his merchandise for something warranted for a lifetime. I contacted this customer today, and gave him the option to have his chairs repaired or upgradedWe have also offered to show our customers how chairs can be treated to last him many yearsWe always recommend not sliding the Chair across a surface, as this is very hard on any chair, regardless of warranty lengthThis is what causes cracking in chair legsIt is best to pick up a chair and place it where desired, and then sit downThis will preserve the life of any chair.We have also offered this customer an option for store credit to upgrade to different chairsCustomer has expressed he would like to have the service to repair his current merchandise because he does enjoy his tableHe has expressed that this will resolve his complaintMr*** is set for a technician appointment this Thursday, 03/26/2015. I have also explained to this customer that we sell replacement legs for a very affordable price (average cost is $per leg)This is available to our customer if he does develop issues in the future after warranties have expired.We appreciate Mr*** business, and invite him to contact Mega Furniture customer service at any time.Best regards,*** ***Customer Relations ManagerMega Furniture LLC

Complaint: ***
I am rejecting this response because: I should have been told early in the day that it was an option to reschedule my deliveryI wasn't told until the driver told me at 8:30pmMy plans for Thanksgiving were already ruined at that pointI did not receive a single call through the whole delivery to keep me updatedI only received one call from the driverI did not receive all the furniture that I orderedI was sold the package as piecesShortly after the sale, the salesman called me to tell me it actually included piecesI told him I would accept the pieces if I could get a discount, otherwise I want all piecesOf course all that was delivered were the itemsI was told that I have to pay another $to get the last piece of my set or I have to go in to get it myselfI'm planning on going to get it myselfI was told last week that it would be here by TuesdayI didn't get a call so I called themThey told me it would be Wednesday or Thursday and I would get a callIt is now Thursday and I have still not received a callThe lack of customer support is what is most upsetting about dealing with this companyThey called me TWO TIMES out of the callsALL other calls were me calling themThey have done nothing to resolve the countless issuesI should be refunded part of my payment for the amount of time and hassle this has caused meI'm hoping to go pick up my last piece of my order today and finally be done with this company. Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I got an automated email stating the complaint was resolved with mega furniture usaThey had contacted the bob saying it was taken care of, which in fact NOTHING was done with the problemMy couch has not been repaired or replaced, and I am not satisfied with just a $check (in which I will not cash) to settleMega furniture has taken it upon themselves telling yall everything is fine, when nothing has been done to help.Thank you

To whom it may concern and the Revdex.com,Mega Furniture customer *** *** (to be referred to as customer *** for Revdex.com anonymity) visited our Mega Furniture *** location on February 21st, and purchased a set of furniture based on her preferencesAt the time of purchase,
customer *** signed agreeing to our store policiesThese policies stated, "Seller makes no warranty beyond any itemized description in this order"Proof of this signature has been provided to Revdex.com for review. Customer *** received delivery of their merchandise on February 25th, and signed agreeing merchandise was delivered in good condition and they would not claim damages laterProof of signature has been provided to Revdex.com for review. The first contact Mega Furniture received from customer *** was on April 24th, Customer *** called us to report their fabric on their sofa was crackingDue to the 1-year manufacturer's warranty being completed, we referred the customer to contact their GBS accidental extended warranty. Mega Furniture received no communication from customer *** until the customer visited our *** location on June 20th, and was very upset GBS denied their claimCustomer said GBS has not been returning their phone callsTo help our customers receive some relief, I contacted GBS and was informed their claim was denied because the customers failed to report their damage inside of the warranty periodGBS did provide Mega Furniture with a copy of this customers warranty terms and conditions, which was mailed to customer *** on April 4th, This is being provided to Revdex.com for review. However, Mega Furniture made the decision to help this customer, despite GBS declining their claim, and their manufacturer warranty being outWe offered to do a one-time re-upholstery of their merchandise, and we would discuss the billing with GBSCustomer was very thankful, and sent pictures of the cracking done to the merchandise. The upholstery was ordered for the customer on June 22nd, and were sent directly to the customer's addressThe customer was contacted on June 22nd, and informed of the fabric order placed. On July 28th, 2015, customer contacted Mega Furniture and informed us the fabric has been delivered to his homeWe called the customer back on July 29th, 2014, and customer *** did not seem to know what we were talking aboutFinally customer;s wife called us on July 30th and scheduled a technician appointment for August 5th, 2015. During the technician appointment for August 5th, 2015, Mega Furniture's technician was confused and was not able to complete the serviceWe have since had this rectified, and offered to re-dispatch a technician on August 10th, During this appointment, we contacted customer *** before her appointment, and informed her the technician had a flat tire, and would be delayedCustomer was very happy we contacted them, and requested we call them when the technician was back on the roadMega Furniture then received another call at 12:pm from customer ***We informed our customer that the technician was not back on the road yet, but regardless, customer *** cancelled her appointment and said she wants to return her merchandise. At this point, I reminded customer *** that she is out of warranty, and Mega Furniture was doing this repair out of good faith to satisfy our customer (even after all of her claims could have been denied)After this conversation, the customer requested we offer an in store credit insteadI was willing to attempt to get in store credit, however I reminded customer *** (on August 10th, 2015) that chances were slim because all of her warranties were completed and deniedI informed our customers that management would not receive this request until Wednesday, and I would keep them informed until I received a response. I contacted customer *** on Wednesday 8/12/and informed Mr*** the claim was not approved yetI called the customer again on August 13th, and has a wonderful conversation with the customer regarding his schooling, and informed him I still had not had a responseI also informed our customer that with the weekend approaching, I would call him again on Friday, otherwise, I would need to call on MondayMr*** agreed with myself (*** ***) that I would call him at 4:pm the next day and give him another update. Mr*** called Mega Furniture at 3:pm on August 14th, asking for an update, and was informed no update has been provided yetIt was agreed that Mr*** would be called again on Monday, and customer was okay with thisHowever, at 3:pm, Mrs*** called Mega Furniture with threats if we did not have an answer for her todayWe reminded Mrs*** that we had a follow up scheduled for Monday, but she was not pleased with this response like Mr*** wasThis is when the Revdex.com complaint was filed.At 6:am this morning, August 15th, we received response that the in store credit was approved the night before after closing hoursI have since reached out to the customer and informed them of this outcomeI also discussed with Mrs*** about the miscommunication between Him receiving updated and not informing her, and she agreed that it was a miscommunication on their part. Mega Furniture has done MORE then our due diligence for this customerWe have satisfied this customer, despite having no manufacturer's warranty, and having their claim Denied by GBS for not reporting their cracking within days of first noticing the damagesMega Furniture had the legal right to deny all of these claims, however, we took care of our customers because the circumstances permittedWe look forward to completing this claim for customer ***.Please contact me if you have any farther questions. *** ***Customer Relationship ManagerMega Furniture LLC###-###-####

When our customer purchased her bed set, she purchased a floor model, which comes with any damagedHowever, on the day of her delivery, Mega Furniture delivered our customer a new set, at no additional chargeTherefore, our customer reported small cosmetic scratches on her bedSince it was
no longer a floor model, customer insisted that Mega Furniture repaint the bedAs an courtesy, Mega Furniture dispatched a tech to repaint the bed frame with factory provided spray paintDuring the service, our customer complaint about having it spray painted, and asked our tech to stop servicingTherefor our technician left at the request to stop servicing, and made notes regarding needing to order replacement end caps for th footboard. After service, Management spoke to our customer that the caps were ordered, but our notes indicated she asked the tech to stop servicingThe customer stated we needed to brush paint the bedIt was explained we can only use factory paintOur customer insisted our tech move her bed outside, paint it, wait for it to dry, and move it back insideI informed our customer that our tech cannot do such a task on his own, as he is one man and cannot move a bed frameIf our customer has the bed frame waiting outside, I would waive the reschedule fee (since our customer technically refused service w/o speaking to us), and send him to paintThen, customer can move back inside when it is dry, as she is requestingOur customer mentioned speaking to her husbandAt this time, we informed the customer that we will contact her when end caps are received, however they are back ordered, which Mega Furniture does not have control of. Mega Furniture reached out to our customer today to inform her these caps have been received, and to schedule installationThis will resolve our customer's complaint to repair the cosmetic scratches on the item she purchased as a floor modelAt no charge to our customer.Mega Furniture Management

Complaint: ***
I am rejecting this response because: I agree that recliner is currently fixed and in working order
My main issue with my complaint was with Service department delays in setting dates and being told a couple times of a visit date only to be told later that they came out (unannounced at different date) or that no date had been set (i.erep told me service date but never entered it into the system) Nothing in response really addressed these issues I wanted complaint left on file so others could be aware of support they may/may not receive
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Dear Customer /Revdex.com, We have been trying to reach out to the customer and to inform them that, we have got the replacement approved by the United Furniture (Manufacturer), Usually the turn around time for the replacement is 2-weeks minimum, We are expediting it and we will schedule the call
and replace the loveseat as soon as we get itWe tried to reach out to the customer for the last week to inform them about the replacement but we could not able to get hold of themPlease reach our customer service team and they will be happy to assist you with any questions that you may have.Thank you for the business and Have a wonderful day Mega Furniture

To whom it may concern, and the Revdex.com, Mega Furniture feel empathy for the plight of our customer, and we appreciate her attempting to reach out to us, however Mega Furniture apologizes that we could not find record of the report made by the customerMega Furniture has routine inspections
through the well-known company Terminix (commercial account under #*** that inspects and reports on any infestations that may arise in our warehouse stockMega Furniture does not, and has not had an infestation that would correlate to the complaint made from our customer. All mattresses are delivered to our customers in air-tight sealed manufacturer plastic, with serial numbers attachedThe items in question were delivered in manufacturer conditions, and were reported to be delivered in good condition with no damages. Mega Furniture has compassion for our customer's situation, and I have reached out to the customer and left a voicemail if she wishes to call back and discuss her concerns fartherPlease feel free to contact us if you have any questions or concerns. Best Regards, Mega Furniture Management

To whom it may concern and the Revdex.com,Mega Furniture sincerely apologizes for the human errors made on this accountI have spoke to our customer this morning, 12-29-and verified the correct merchandise selected for his orderOur customer anticipates his order ***being delivered 1/7/In
addition, Mega Furniture apologizes that our customer's order for *** is no longer available from the factoryTherefor, Mega Furniture has already confirmed with our customer that we will be issuing a full refund for said merchandise. Mega Furniture cannot apologize enough for the miscommunicationHowever, we hope this rectifies the human error, and we look forward to satisfying our valued customer! Please feel free to contact me if you have any additional questions or concerns. Mega Furniture Management

In regards to our valued customer and the Revdex.com, Mega Furniture apologizes for the delay in communication with out customerThis glass exchange was completed, as promised, at approximately pm and our customer gave feedback that the mirror exchanged was done so in perfect conditionI have attached a copy of the signed delivery, showing it was completed on timeWe sincerely appreciate our customer's patience waiting for this replacement from the manufacturer, and extend our gratitude for his patronage in locally owned Mega Furniture!Please feel free to contact me if you have any questions or concerns.Best Regards, Mega Furniture Management

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We apologize about the delay in taking care of your Issues on time, We had a hard time finding the Right Mechanisms, as we figured out that the Mechanism that they used on your Sofa is completely Different from what we are getting as a replacement parts, and we could not able to understand why this
is going on with the ManufactureWe have raised a complaint with them, In the Mean time what we have done we have bought one of your mechanisms from your home and to make sure we have the right one before we go out and Fix itI hope My technician has worked with your schedule and Took care of the Issues that you are having for a long time and I hope the issue has been resolved, We apologize once again and We will ensure you that you will not have any issues further and We will hope to see you for your future Furniture Needs.Thanks Mega Customer Service

Complaint: ***
I am rejecting this response because: the company has already had almost six full weeks for the order to come in. If they knew it had been delayed in the first place, why did they never mention any of this during any of the many, many calls I made to them? And then saying it would still be another 7-on top of the six weeks? They sure didn't take that long to get my money in their hands as it was immediate. I'm STILL stuck without furniture to sit on. I do not feel they conducted business in a reputable way with NOT getting in touch with me AT ALL about the first delivery date not being met and that no future deliver date was set and no information passed on to me regarding delays, etc.. They NEVER called me about any of this information and NEVER relayed any of this information when I would call them. I don't appreciate them taking my money when I don't have my purchase. They are making money on my money and I'm loosing interest on MY moneyDoesn't seem right to take my money without my purchase in my home.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The purchase that I made states a return policy In addition, I was promised and confirmed by the store that they would return the goods since I was not delivered the products as promised at the time of sale.What options is Mega Furniture able to provide? The sales people have promised things and not followed thru I have $11,worth of product at my home that is not as promised I would like to request arbitration for this complaint I feel that I am being taken advantage of and have been sold products that were not as promised at the time of sale If Mega Furniture is not open to arbitration, I will be taking them to small claims court I would prefer we avoid all of this by allowing the sectional to be returned I will keep the mattress even though it is not as promised I feel that returning the sectional is a resolution that solves for both parties
Regards,
*** ***

We apologize for any inconvenience caused to this customerWe have delivered all the pieces that was purchased by the customer and Would give her a refund on the items that was not Received by the Customer (Rug, Mattress Pads). The Sectional that was ordered by the customer it doesn't come
with three Power recliners, (It comes as Power and Regular Recliner) It's an Ashley Exhilaration Sectional and they do not make the Armless power Recliner and that's the way it was displayed in the Store and ITS the Same way on the order form and we delivered the same thing. The Mattress Set that the Customer bought was 2-TWIN XL Adjustable Bases and Mattress, we have delivered them and Everything was perfect customer had signed off the ticket and We have not received any complaint until few daysBut there was no issue with the Adjustable bases nor the mattress, The customer concern was the height of the mattress, It comes with Height Adjustment but not to what customer wants, So he has to order another one which would be couple more inches but the customer doesn't want it anymore and My Manager has told the customer since he has to Specially order them, It Would take time, Per My sales Person and the Manager, they have told the Customer that this Adjustable base and Mattress would work for any beds but never discussed on the Height of the MattressYou can adjust the Height of the BaseWe have attempted to make the situation right and we have agreed to give her money back on the Rug and the Mattress Protector, Which the customer doesn't want it anymorewe have made everything right, to satisfy the Customer

Complaint: ***
I am rejecting this response because: The last thing I want to do is to deal with you allWe paid in full, that's $6K and had the hardest time to get our furniture in a timely manner and with defectsWhat makes you believe I would trust a "store-credit" itemNo, I want delivery service fee refunded which was $99, your "warranty fee" which I can already imagine how worst that would be, which was $200, plus whatever you're offering in a prepaid/gift card mailed to me. You have my address, but in case you may have displaced it since that tends to happen a lot with in your company here you go!*** *** ***
*** ** ***
***
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10640075, and find that this resolution is satisfactory to me
Regards,
*** ** ***

To whom it may concern and the Revdex.com, Mega Furniture sincerely apologizes with the issues reported on the back rest of this special ordered genuine leather productOur manufacturer has informed us, that since these items are hand dyed and made to order, sometimes they can come
with variations in the cow hideMega Furniture has reordered this three seat Sofa, and will exchange for our customer once it finishes productions and arrives to our warehouse. Please feel free to contact us if you have any questions or concernsBest Regards, Mega Furniture Management