Mega Furniture

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.
I have the audio recording of  3rd party mattress inspector from precise mattress inspectors (at time of 2nd visit) state that the mattress is definitely softer at area of "normal" depression. Again, these inspections are solely based on a physical picture of indentation without a physical body on the mattress. How can you accurately inspect the insides of a mattress for other possible issues? How does a brand new mattress have a 1.25" depression after only 6 months from date of manufacture? This means that  after 6 moths of use the mattress is already only .25" from the manufacturers defective warranty guidelines, and this is suffice enough for the retail store to uphold their customer service? We still have a $1200 mattress that we cannot sleep comfortably on and are not happy with the product or customer service from Mega Furniture. We still would like to have the Simmons Representative to get involved in this matter and further investigate the mattress or give a full refund of the purchase price. 
Regards,
[redacted]

To Whom it may concern, and the Revdex.com, Mega Furniture sincerely apologizes for the delay in parts from the factory of production. Please be assured that these parts were ordered upon receipt of the authorization from [redacted] Protection Plan. Mega Furniture is only reimbursed...

upon customer's receipt of parts, nor do we wish our customers to think we would collect insurance money without caring deeply for our customers foremost! Mega Furniture apologizes for the delay from the factory, and we make every effort to pre-inform customer that we have no control over delays caused by the manufacturer, as stated in our customer's contract signed at the time of purchase. We made multiple phone calls this morning regarding this part order, but still do not have a tracking number. In an act of good faith, Mega Furniture is willing to pull these parts off a brand new whole item we have in stock (ruining our stock item) and make these available to our customer. We hope this shows good faith to help our customer get serviced by [redacted] as fast as possible. We apologize this has been such a long wait for these parts to arrive via shipping container from overseas. Please feel free to contact me if you have any questions or concerns.Best Regards,Mega Furniture Management

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.
Regards,
[redacted] To whom it may concern,I get confusing of the refund now. They said that they gave the refund of the protection plan. When I was talked to the Customer service and they said that it was non-refundable. They totally lied to everyone now. My original sales is $1124.30The break down issofa         $838.00Deliver      $100.00Protectio    $100.00sales Tax    $86.30if I get the sofa $838.00 +  protection plan $100.00 - pick up charge $100.00 = $838.00 of 60%=502.80+ 8.3% of sales tax=$544.53. It supposed to have the $544.53 refund. Why I just got $474.84 refund? Is that the sales tax are non-refundable also? Why they just pay back 60% of the protection plan for the customer whoever never used their service? I reason I am returning those item that it doesn't as the same as the quality in the show room and I have to pay for $649.46? Totally it is not my fault. the reason I was asked for the refund instead of dis billed the company because I want to be fair to the delivered person that I was received the service from them. Why I was faired to them but they don't do fair to the customer?[redacted]

To whom it may concern and the Revdex.com, Mega Furniture has been working with the manufacturer on these claims, as well as our upper management. Mega Furniture has been able to get manufacturer approval to return the merchandise for a full in-store credit. Mr. [redacted] has expressed...

this has resolved his complaint. Please contact me if you have any father comments or questions. Best Regards, Mega Furniture Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I would like to receive the check first before I can move on. The reason for this is because I have been waiting for some action from the store since July. Once I have the refund of $200 which was not the full amount originally agreed upon but what else can I do.
Regards,
[redacted]

To whom it may concern at the Revdex.com: This letter is in response to the pre-mentioned matter.We would like to apologize for any inconvenience brought to the customer during this time. The customer has been contacted and we have informed the customer that we will proceed with the exchange of the...

chest. If you have any other questions or concerns, feel free to email or give me a call.

Customer has reported the damages of the couch, as per thecompany policy, if there are any damages we will send out a tech to see what'swrong with the couch and then we will take a decision to repair or replace. Mytech has said that the customer was complaining about the construction of theCouch. We...

have attempted to repair the Sofa as it has minor damage to it butcustomer refused the repair on Sofa, Customer wanted us to replace the wholenew sofa, We have mentioned to the Customer that the Sofa back has damages, sowe will send out the new back for the Sofa, but customer wants us to replacethe whole new sofa. There was a misunderstanding  between the Store, Customer and the CustomerService team. We will go ahead and replace the sofa for the Customer and wewill contact this customer within 48 hours.We really appreciate the business and we will go out andreplace the whole new sofa to this customer.Mega Furniture

[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[redacted], 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,
[redacted]

Good afternoon,We have reviewed the company response and provided the attached response to that. This item is being requested that they honor the original response that the couch would be replaced, as stated upon the 'techs' inspection. If they are unable to, they can, as requested multiple times, refund the purchase of the couch and pick up their merchandise at their earliest convenience. Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

To Whom it may concern and the Revdex.com, I Have been working with Mr. and Mrs. [redacted] since their complaint, and unfortunately the email that was being emailed is vacant. This is why Mega Furniture was not aware that communication was happening. I have since been able to get their...

furniture mechanism issues followed up on. Mr. and Mrs. [redacted] are currently in the process of either selecting new furniture, or receiving a replacement piece. Our customers have expressed that their complaint has been resolved. Please feel free to contact me if you have any farther questions or comments,Mega Furniture Management[redacted]

Thank you for responding our issues, I have spoken to my mom and she would like to exchange something else instead the sofa. Since that day she had received the sofa she has not touch at all. If that would be solve the problem. Thanks! [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

The money wasn't accounted for on the account through progressive. My account through progressive was a 90 day same as cash. My items were paid in full for the contracted amount which included the $100 for delivery. The money was not accounted for in any way, shape, or form. Also, I have attached the communication in regards to our order with Tammy. She clearly states in the email that she contacted progressive and then that the check was going to be mailed to me. Now they are saying it is back at progressive. This company is ridiculous. I also did sign the paperwork saying the item wasn't ruined. However. the item isn't new and was in a show room. I don't care that this was in a show room however, compensate people when you do this. The item took over 5 months and not with any communication from Mega Furniture. I had to continue to visit the store, email them, and push them to fix the situation. They took no initiative to help or make things right. This has all been up to me including all of this as well.Something needs to be done. I am willing to contact news channels or an attorney or small claims court if I have too. This is ridiculous for a company to act in this manner. It is totally unethical.

Complaint: [redacted]
I am rejecting this response because:As usual no one in the store does their homework or researches the history of this problem. To be exact the technician has been to my house a total of five times. Three of the times was to take notes and pictures of the problem and the other two were to replace the same piece on the sectional twice. The last time he was at my house I expressed my concern about the fabric fraying. I snapped a couple pictures with his phone and said he would pass them along and someone would be in touch. This never happened. After making numerous calls and email on their web site I was put in contact with the warehouse manager. She asked If I could send a photo of the area on the sectional that was ripped now due to the fabric fraying. She would need to send it over to the manufacturer and see if it was a warranty item or normal wear and tear. Several weeks went by and I did not hear from anyone. I stopped at the store on my lunch break and asked to speak with the owner. [redacted] that store owner was there and after introducing myself and explaining in detail the situation, miraculously he knew about the situation and said the manufacturer said it was normal wear and tear. after walking him back to his floor model and showing him the same thing was happening on his as well. (The fraying is only happening on the seam of the seat on all the pieces of the sectional) He said he did not care what that manufacturer said that he did not want to lose a customer and would help however he could. I explained I would need to bring my wife back through to take a look around to see if she could pick a different sectional. After two visits to the store we choose a sofa and love seat because there were no other sectionals that we liked nor that matched our house. I was directed to meet with the store manager about completing the replacement. When I walked in one of the first things said was “they are only allowing me to give you 5-10% of the new furniture”. After going over the numbers which the new choices were actually cheaper than the originals not more. There would have been a store credit left over. I explained that I would not leave a store credit because I would never shop at the store again. The store manager explained that he did not have the decision making power and was only doing what he was told. I said I would reach out to the owner because when I me with him he provided me with his cell phone number. I text [redacted] and still have the texts from the conversation explaining what I was hoping we could get accomplished. On January 1st 2016 I send [redacted] a message that read “We have chosen a different front room set that has a sofa and love seat combo. Because there is nothing else in the range of what we purchased that we like we went this direction. What im looking to do is have the new pieces we choose with the attached picture of the table set and call this done. That would be the sofa, loveseat, two end tables and coffee table. Do away with the extended warranty and apply the money to that. Or can we credit the account back and our hands of this” That was sent at 6:27 pm. At 6:37 pm [redacted] wrote “ok let me find out and I will call you tomorrow” At 7:01 pm I wrote back “ok”. Three days later on 1/25/2016 at 5:26pm I text [redacted] back “Hi [redacted] touching base to see if you were able to check into the situation with the sectional”. On 1/26/2015 at 12:29 pm [redacted] responded back “let me check with [redacted]”. [redacted] is the third store manager since the beginning of all this I have dealt with.  I was never contacted back by [redacted] but the warehouse manager emailed me explaining that they have agreed to the discount I asked for. I never asked for a discount. She asked if I could go back to the store again and meet with [redacted] to discuss this and get it wrapped up. My five year old daughter and I went to the store around 7:00 pm. I explained to [redacted] what I had asked [redacted] and showed him that items I was want to make the deal on. I followed him to the checkout counter and low and behold there is [redacted] the owner. Acting surprised he asked if I had finalized the situation yet and I explained that was why I was there. He said [redacted] would handle this and get things taken care of. We met back up by the sofa and love seat where [redacted] started going over the numbers and discounts that he said the owner agreed to. He explained that after the discounts on the sofa, loveseat and tables there would be a remaining balance of $100.00 and that they would need to charge me an additional $99.00 for delivery. I explained that this has been going on for over 8 months and we have had nothing but problems from day one. I had been in that store going back and forth with email wasting my time and the owner wants to complain over $199.00. Not even sure why I would be getting charged for a delivery charge so they could remove the bad product they sold me from my house. Also, regarding the sectional [redacted] the store manager did say that they had been having problems with that manufacturer. He also said the sectional was made out of pressed wood and the tech said there were knots in the boards and that is possible why they broke. New to me but I do not believe there are knots in pressed wood. I did explain to [redacted] that I am done wasting my time and that if the owner wanting to take care of this he could call me. I give him my cell number and he said by close of business that night he would call. Not a bid surprise that I did not hear from him. That following Monday I received and email from [redacted] the warehouse manager asking what happened and who I had talked to. She had only been directing my throughout email to talk to the store manager and in that last email she said she was confused and was not sure what manager I spoke to and if I could explain. After explaining she said she would be contacting me back that day as well. Surprise, no call again. I have provided ample chances for them to correct this and refuse to waste any more time going to their store. I do have every email, text and can pull phone records if necessary. At this point a refund is the only option. Please understand we also purchased a bedroom set, and there has not been one thing wrong with it other than the botch delivery in the beginning. 
Regards,
[redacted]

To whom it may concern and the Revdex.com,Mega Furniture understands this customer's frustration, and is looking for the best avenue to make sure we can take care of anything designed incorrectly. I left a voicemail on our customer's phone number this afternoon at 1:15 pm to please contact me back. Mega...

Furniture is going to ask our customer to please bring us one of the toss pillows that look purple, and we will compare the actual pillow and fabric sample swatch side by side and take a picture for the manufacturer's review (as well as Revdex.com). Mega Furniture will be able to take appropriate action from there if the fabric swatches are different. I look forward to speaking to our values customer soon, and appreciate his patience while we investigate this.Best Regards,Mega Furniture Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

To whom it may concern, Mega Furniture has records of constant contact with our valued customers. Mega Furniture has confirmed that the cushions delivered to the customer are the same foam materials as the showroom floor, and it is well known that cushions develop body impressions over time,...

 which is considered normal wear. Our customers made it very clear to me that she was interested in purchasing "cloud" cushions, similar to memory foam, and this option was made available to her with absolutely no up-charge. In addition to the cushion sizing, which our customer described as being 1" different from the showroom floor, Mega Furniture and the manufacture already offered to have the item generously picked up, and remade to her very specific sizing requirements at no charge to our customer. In regards to her extended warranty purchased for $250.00, this was registered with Guardian warranty services, and no discussions have taken place stating Mega Furniture will not register this warranty. Our customer is invited to contact Guardian at ###-###-#### and verify her 5-year protection is active. Mega Furniture is aware that the owner of the lights purchased replacement lights, and Mega Furniture has asked for the contact information to the owner in order to reimburse him/her directly, and our customer has refused to provide this information in order for Mega Furniture to issue reimbursement. We await this information in order to resolve this matter promptly. Please feel free to contact me for even more details, dates, and email correspondence proofs, if you have any questions. Mega Furniture Management

I do not accept this response due to the fact I have been lied to since I purchased the furniture back in April. I talked with the store manager and he lied and said he would send the information via email. I also spoke with a customer service representative and she said the furniture was made by Delandis but she said the furniture was not real. We went to the store and asked for 100% Italian leather and that was not what we received. I do not trust anything anyone from Mega furniture says. I would like my money back! The paper work should have been with the new furniture, something is very shady!