Mega Furniture

To whom it may concern, Mrs. [redacted] visited our Mega Furniture Glendale store on 11/14/2013 and selected merchandise based on her preferences. Mrs. [redacted] received delivery on 12/14/2013, and signed that merchandise was received in good condition. At the time of purchase, Mrs. [redacted]...

purchased the GBS accidental protection plan. This protection plan mailed Mrs. [redacted] a letter on 11/27/2013 stating the exclusions and provisions of this protection. In the letter, it does state that Mrs. [redacted] can cancel her warranty within 30 days of the letter for a full refund if the terms and conditions did not work for her. This cancellation was not initiated. The merchandise in question came with a 1-year manufacturer's warranty for structure. Mrs. [redacted] called Mega Furniture regarding the damage in question on October 29th, 2015. Mrs. [redacted] was informed her panels are out of warranty due to it being longer than 12 months since her delivery purchase. Mega Furniture offered to replace her panels for a nominal charge. However, Mrs. [redacted] has declined. Her GBS accidental protection plan is still active until November 26th, 2018, and this protection is for accidental cosmetic damages. I have attached a copy of the original letter sent to Mrs. [redacted] in 2013 which outlines her accidental protection. If Mrs. [redacted] would like to purchase replacement rails, Mega Furniture would be willing to work with her on price. We appreciate her business. Please feel free to contact me if you have any farther questions, Mega Furniture ManagementMega Furniture[redacted]

We consider this matter closed as Mega Furniture has exchanged out the 3 defected pcs in her home. Not only did Mega Furniture exchange out the pieces but we let out customer reselect fabric and material all on our dime. Up to this date Ms [redacted] has not contacted Mega Furniture. At the time of...

exchange Ms [redacted] notated that she was happy with this. We consider this matter closed. RegardsChristopher M[redacted]

To whom it may concern and the Revdex.com, Mega Furniture understands our customer's frustration with the product they purchased coming with a one-year manufacturer's warranty. Mega Furniture sells 35 different factory brands of furniture, with warranties that range from one-year, to prorated parts after one year, to limited lifetime warranties and 5-year cosmetic warranties. This is why our customers sign that Mega Furniture upholds manufacturer's warranties at the factory's discretion; as warranty time lengths are variable depending on what brand and item the customer chooses to purchase from us as a retailer.Normally, Mega Furniture does not offer technicians for hire, as stated previously to our customer. We are willing to offer this customer an exception to help him avoid paying higher prices through a third party repair service. I apologize if this came across to our customer as a means to make money off of him, and he does not have to use our services if he does not wish to. It was meant as an act of good faith. If he would prefer to repair through a separate company, Mega Furniture can recommend Tri-County Furniture Repair here in the valley, as they have frequently worked with us in the past, and have positive consumer ratings on their repairs. We hope this shows good faith that we are upholding our end of the customer's contract to the fullest, in regards to the item and warranty our customer chose to purchase. Please feel free to contact me if you have any questions or concerns. Mega Furniture Management

Mr and Mrs [redacted],We are terribly sorry to you loose as a customer, our hope is that you will give Mega Furniture another chance to work with you in the future. We understand the concerns that you have expressed to us and we have come to the decision of honoring the refund you are...

requesting. Best regards,Julie P[redacted]Customer ServiceMegaFurniture [email protected]###-###-#### Ext. [redacted]

To Whom It May Concern:
While it is true the manufacturer of the merchandise this customer purchased does not provide a warranty of any kind, we did request pictures of the concerns, to see if there was anything we could do, on April 30, 2014 and never received any further contact from the...

customer for at least 30 days so we closed the claim.
The customer called in again on August 11, 2014, again even though the manufacturer provides no warranty the customer service representative requested pictures of the claimed damages to see if there was anything we could do. No further contact was received from the customer and when the warranty expired on September 13, 2014, we closed the claim for no contact for over 30 days and expiration of the manufacturer's warranty.
When I received this complaint, I had a customer service representative contact the customer once again to have her send in photos to see if there was anything we could do. I have attached the photos we have received. As you can see from the photos, these are cosmetic damages and are not manufacturer defect. We do no provide services for cosmetic damages. We only provide services for manufacturer defect while the merchandise is covered by the manufacturer warranty. Unfortunately this manufacturer provides no warranty.
For any further questions or concerns, please contact me directly.
Thank you,
[redacted]

To Whom it May Concern:I apologize for the inconveniences the customer has experienced however, the replacement chaise lounge was ordered and we are just pending the shipment from the manufacturer. The piece is estimated to ship out of [redacted] on the 17th (Wednesday) and we are expected to...

receive the container on Saturday (20th).The soonest delivery I have after Saturday will be Wednesday, September 24th.Please contact me directly for any further questions or concerns.Thank you,[redacted]CS ManagerMega Furniture[redacted]
[redacted]

The business called me last Monday asking what was needed to resolve the problem...they had to ASK ME b/c they didn't know!!!!! I was promised a call by the end of the day with a timeline of when the furniture would be delivered. As usual they(Jack) failed to call me like EVERY other time he has told me he would call back.  I called the business back that Thursday b/c I was tired of waiting and I was told that Jack promised to call me Friday with the update.  Again he didn't call.  I called again Saturday and Jack assured me that the furniture was in Texas and would be here in a week and would be delivered from that point.  I asked him to send me an email so that I had something in writing and he promised me that he would send it right away...which never happened.  So at this point I am once again promised over the phone for a delivery of furniture but no one will commit to giving me something in writing which would be a form of accountability that the company refuses to even attempt.  For weeks they promised me (over the phone) that the foot board would be delivered and it was either brought to the house and ended up being the wrong one or they claimed that the wrong foot board was sent in the packaging...this lasted for over 2 months.  This company is a joke and Jack needs to be fired as his own workers who showed up at the house told us that he is incompetent and causes them a lot of extra work b/c of delivering the wrong items or bad scheduling.   So yes, until I actually HAVE the furniture I will not accept the pathetic attempt from Mega Furniture to respond to my complaint.

We apologize for any inconvenience. Check was mailed on 3/23/17 and cashed on 4/11/17. For any further questions or information, please contact me directly. Thank you, CS Manager Mega Furniture ###-###-#### [redacted]@megafurnitureusa.com

The ottoman is still damaged.  I didn't receive a "fantastic" price.  I paid what was posted.  $500 for my time and aggrivation is more than fair as the PIECE STILL ISN"T FIXED.  I've had to contact your department at least 4 times to get 1 response at every step and WAS LIED TO FOR 6 weeks by SAM.  Please do better than the $110.  That is an insulting offer.

To whom it may concern and the Revdex.com, I have reached out to Mr. [redacted] and I feel there was miscommunication in the past with other Mega Furniture representatives. Some of the current issues that Mr. [redacted] describes are still covered under warranty. I have reached out to our...

customer, and we have currently opened a claim, and hope to be able to help Mr. [redacted] at the discretion of the manufacturer. Mr. [redacted] expressed that he is satisfied with us offering to help with what is still covered under warranty. Please feel free to contact me if you have any farther questions or concerns, Mega Furniture Management[redacted]

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

Revdex.com:
To whom it may concern. I have been in contact with mega furniture and my issue has been resolved. I am satisfied with how Mega furniture finally after many weeks listened to my request. I hope in the future with there costumers they continue to make the costumer satisfied. Best regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[They didn't contact me yet, they told me they will replace the dresser since august.
Regards,
[redacted]

To Whom it may concern,[redacted] purchased from our Mega Furniture [redacted] location on February 3rd, 2011, and received her delivery on February 9th, 2011. [redacted] purchased the "AC PACIFIC Bruno" Sofa And Love seat Collection in white. The manufacturer of this merchandise comes with a one...

year warranty on fabric defects. As with all companies, wear and tear over the course of several years is not covered under warranty. Please see attached copy of warranty provided by the manufacturer of the merchandise. If [redacted] is interested in having her merchandise picked up at no charge and discarded, there is a wonderful program called Habitat for Humanity. They pick up furniture at no cost and recycle to families in need. This is a program Mega Furniture uses, and will fit the need [redacted] is looking for perfectly. Please visit this link, [redacted]If you have any farther questions, please contact me directly. Thank you,[redacted]

To Whom It May Concern:We have received the right merchandise and the customer is scheduled for delivery tomorrow, November 19th.For any further information, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture###-###-####[redacted].[redacted]

To Whom It May Concern:The customer received a refund of $474.58. This refund included the 60% of the GBS protection plan. The customer was already registered with the protection company and was not eligible to receive the full refund of the protection plan. If the customer had not received the 60%...

refund of the GBS plan, the refund would have only been $409.06.The customer did receive the correct refund and she agreed to this refund prior to having the merchandise picked up or having the refund processed on her credit card.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS Manager

We tried to reach the customer several times to resolve this issue, Customer stated she had problem withthe furniture since March but she never complained to us till May 2nd 2015, Wesent out a technician to see what we can do to take care of this customer, We figuredthe chairs were damaged 4...

out of 2 chairs were physical damage ( which is notcovered by the manufacturer ), we have informed the customer that we couldrepair two of those chairs and other 2 chairs she has to pay for the Parts and customersaid that she will contact the third party warranty, they denied the claim asthey are not reported within 30 days of damage and there is nothing they cando. we were working with the customer to take care of this situation and leftvoice mails but we never got return calls from the customer.We will able to help the customer to resolve the situation by providing the two replacement chair forFree and we will not be able to refund the warranty as they are alreadyregistered before the incident.We will contact the customer later today to schedule the replacement chairs.Thanks[redacted] - [redacted]

Dear Revdex.com,This in response to Chris M[redacted] saying they consider this closed. They gave us a $200 discount yes, but I have all the emails and texts and voicemails from them. I have text messages to both Chris and Kaycee and they even had texted me back about the issue with the 6 piece sectional since the delivery. With his statement we did not contact him or Mega Furniture is a false statement because  they even replaced 2 of the 4 pieces that had issues. With 2 that would still need to be replaced. They know that we have contacted them because they have pictures we emailed them about the new sectional. I have emails from Kaycee Y[redacted] from May 14th 2016 to August 20th 2016 regarding this sectional. I have the emails from Chris M[redacted] from May 13th 2016 to August 27th 2016 regarding this sectional.We do not consider this acceptable on their part. Nor do we consider this closed. That is a false statement and I have the information I need to prove it.Thank You for your time, [redacted]Sent from Mail for Windows 10

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
After reopening my complaint with the Revdex.com, I received a phone call the next day about my refund. They stated they sent me a check in the mail, that I never received. They said they will issue me another and it was available for pick up or they can mail it immediately, which I believe It was never sent and this was the only check. Any other way doesn't make sense. To print another check this fast. I decided to pick it up same day. I am thankful for the Revdex.com in all it does, without the Revdex.com's intervention, I wouldn't of had any luck talking to the right person for my refund, just endless running around in circles trying to get a hold of someone. I thank you so much Revdex.com. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]My husband placed a call to GBS warranty company, he was told that  all  the knobs falling off, broken and  the rollers coming out were not covered. I then called mega furniture on 10/5/2015 and was informed that the manager was not available SO i left my call back information with the sales associate who assured me that I would get a call back the next day. Since I did not hear anything back till 10/7/2015, I called the manger and she informed me that she did not know much about the warranty (that they sold to us) she will have to call the warranty people herself (if she did not know anything about this warranty whom was she  calling) A couple of days later there was a message left on my home phone from  Shaina (cutomer service) to call her. She leaves a phone number . So the next day I called all day and their phone stayed engaged, So on 10/16/15 finally got thru Shaina who told me that my warranty was expired and that," if I needed anything fixed it will be $75.00 for the service tech to come and examine the problem and  all extra labor and cost of parts I would have to pay.   which she first said I did not have. I then mentioned to her what about this so called GBS wraranty as they refer to it in the store and is also written on the receipt issued by the store and when I told her this purchase was made in jan 2012, the so called GBS warranty has not expired and I still had 2 years more. I even informed her that we paid $100 dollars fow this  so called "gbs" warranty which I was informed by Shaina that this is a third party, none of this third party buisness was ever mentioned at the time of purchase She also told me she would read every line in the warranty  which she first said I did not have and she did not know anything about this and then switches her answer to oh! that is GBS third party.I am litreate, can speak, write perfect English and understand the language very well. No mention of their store warranty or any kind of REFUND after 30 days was ever mentioned by douglas the sales associate in jan 2012. The so called"GBS" WARRANTY was mailed to me by their company on 02/02/2012. I do not agree with their policies and none of  the people working at Mega Furniture seem to really know what this GBS warrnty they are selling is all about so the customer is given MISLEADING information. They are very quick to take your money but when the problem arose with their furniture they do not want anything to do with it and then out comes from their closed closet oh! she did not call to get money back so I do not psychic powers to know all this.  had I  known I would have got my hard earned $100.00 dollars back and on the same note if I had known what I know now, I would send all their furniture back to them.
Regards,
[redacted]