Mega Furniture

Hello, We have contacted and worked with the Customer in several ways, We have went to his residence and repaired the couch and he insisted us to replace the piece and we did that too and after 3 months he calls and complaining more and we finally we decided to give him the reselection option and he...

dealt with the Owner and he reselected the couch which was costing him more money and he wants confirm with spouse and will get back to us, but that never happened for 2 months and we reminded the customer what does he wants us to do.                 He finally went to the store to do the reselect and he reselected to the different couches which are more in prices and wanted the same discount, which he got last year, the Vendor was different and we informed the customer that we cannot do more than 5% - 10% OFF and he was upset then after which he went back and forth with the customer service and we finally decided to give him the discount he asked. He wanted us to include the warranty and delivery for Free - We said that is Third party Delivery and warranty that we have to pay $200 and that's it he said I don't want it anymore. We are ready to work with him to get his Reselected couches but the customer is not willing to do so anymore.

To whom it may concern, Mega Furniture and I sincerely apologize our customer's experience has been less than satisfactory. I am having Human Resources look into his descriptions of the conversations. We take customer service very seriously here at the corporate office. I looked into the claims...

we have submitted to the manufacturer, and I think the confusion is that based on the damages, this item is repairable with parts. However, our department requested a replacement from the factory in order to avoid farther damages in the future. The item our customer is reporting does not have a history of these types of damages, therefor, we have been investigating how this happened, and why this is only happening to one customer. It is our hope that replacement will avoid further issues for our valued customer. Once we receive a response on replacement, we will contact our customer again to schedule his resolution. In regards to our customers confusion on what a pilot email is; Mega Furniture sends a claim email to all customers reporting issues with factory warranties. This pilot email explains how the claims process works and has estimated time frames. This is in hopes our customers have a clear idea of what Mega Furniture is able to do, and not able to do in regards to their warranty complaints. If our customer would like this email again, I would be more than happy to send another one over for clarification. We sincerely appreciate our customer's patience waiting for this response. I will be following up with the customer again in another 24 to 48 hours with more information on the Factory's claim, and we look forward to resolving his complaint ASAP. Feel free to contact me if you have any questions. Best Regards, Mega Furniture Management

I spoke to a representative at mega furniture by the name of Kayce, she apologized that other representatives did not call me back or take care of my issues and concerns, I explain to Kayce that I did not like the furniture that I bought, based on the quality and the multiple problems of the couch breaking being uneven Frame being wobbly excetera. I let her know that I was very dissatisfied with my purchase and wanted a refund, she explained to me because the couches under warranty I could not receive a refund, and the manufacturer of the couches would most likely do an exchange, but because my couch is now discontinued, she can only give me, if the manufacturer discretion is to replace the couch, she can only give me a store credit. I would not like a store credit because of the first transaction I made with this company having faulty couches and no one to help resolve my issues. She also said if a store credit is issued, & I would not like to use it she can give me a refund for my couches had a 40% less restocking fee. I am unhappy that the company charges a 40% restocking fee. I hope that mega furniture will do the right thing and just refund me the money I paid for the couches, and remove the couches from my property. I sent them pictures of the couch descriptions and everything that the representative had asked of me. Once again I hope this company mans up and returns my payment for a full refund so I can move on with my life and purchase new couches elsewhere. But for right now I have to go through the bureaucracy and all the trouble of what the company requires for me to qualify for some type of refund, I will continue to jump through hoops, until this issue is resolved, mega furniture please help me out and refund me the money, thank you sincerely Mr [redacted]

I've attached the pictures of the headboard.  In regards to how it happen I was laying against the the leather headboard.  The leather portion of the headboard came apart from the wood.  It is a clean break, which tells me it wasn't manufactured well. I've attached pictures to support my claim.  The same pictures I emailed on 1/31/18.  I've paid alot of money for the bed frame.  This is the second time the bed frame has broke. I've had the bed since 7/2017.  I spend most of my time out of state traveling for work.  When I am at home I would like to be comfortable in my home.  Which is why I bought a frame as expensive.  Now I feel as if I made a bad purchase.  As I requested I would like the whole bedframe replaced with a new one or my money back.  In regards to your "Pilot email," I recieved the email back in Sept. 2017 when the first incident happen with the bed.  It doesn't state the time frame, I've attached a print screen of the email that reflects the date of 9/6/17.  This has been the worse experience ever in dealing with your company.  I've bought several items from your company and have never experience disbelief at the level of service I've been given.  I hope to have this issue resolved quickly as possible as I stated in my intial complaint I sent over the pictures on 1/31/18. It's now 2/15/18, no one is able to provide me with a time frame.  I'm passed along, told one thing, then told another, I'm hung up on with no resolution.

Dear Revdex.com/Customer, FIRST AND FOREMOST WE RESPECT ALL OUR CUSTOMERS AND ESPECIALLY MILITARY. We apologize for any inconvenience has caused to you. Our usual turn around for the Delivery is 7-10 Business days, until and unless there is a delay from manufacturer. We also spoke to the Department head...

about the delivery situation, so we will ensure that is not going to happen again. We also verified with our Distribution Center to make sure we deliver all your items by the date customer needed 9/21/2016. We got an email this morning from our team that the customer delivery went smooth and Also we have refunded the Delivery fee a total amount of $99 + Tax = $107 on 09/16/2017. We hope customer is happy and we will look forward to see them in the near future. Thanks Mega Furniture

To whom it may concern, Mega Furniture offers full transparency at the time of purchase, including our cancellation, exchange, and refund policy. If there is a defect in manufacturer to your Sofa or Loveseat, Mega Furniture will uphold the manufacturer's warranty to the fullest. If there is no defect in manufacturing present, Mega Furniture reverts back to your original signed policy at the time of sale. This can be located on the bottom left-hand corner of the white-order sheer, and the pink sales receipt. Please let me know if you have any additional 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 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. However, Julie was to call me on Monday and here it is Wednesday and she has yet to call and confirm. This speaks volumes to the companies integrity. 
Regards,
[redacted]

Hello,We do not deny Mega Furniture informed us of the warranty. What we are concerned with is that the product is of poor quality, and we are very upset that spending over $1800 we feel we purchased garbage. The quality of the product does not meet our expectations, nor should it meet any customers expectations. Furniture should NOT fall apart after 2 years. Mega Furniture states, and has repeatedly told us via email and phone conversations, that they will provide a repair technician, at our expense. We are left wondering: is this their gimmick? They sell inferior quality products, then when it breaks they offer to repair it at customer expense? We wonder how many times this has happened in the past, and if this is a pattern Mega Furniture practices.If Mega Furniture believes that their product will only last one year then that is certainly their prerogative. We as customers will use our voice and make sure that belief is known to all their future customers. This is the third time we have purchased furniture in our life. One lasted five years before changing styles. Still worked perfectly. The second lasted almost 12 years, with no issues. Now Mega Furniture sells us furniture that doesn't even last 2 years. Poor quality and poor customer support. Offering to pay for damage we did not cause (routine use) is unacceptable. We are so disappointed that Mega Furniture has treated their customers in such a way. We had a lever break on the couch just after a year of purchase, and we were basically told the same thing--sorry, warranty is up fix it yourself. Certainly not the kind of service we expect from a business we used to hold in high regard.Thank you for your assistance.[redacted]

To whom it may concern and the Revdex.com, Mega Furniture sincerely apologizes for the delay in receiving these replacement chairs for our customer. Mega 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 scheduling. Mega 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 manufacturer. These chairs were received within the last few days, and our delivery department has contacted our customer to schedule the delivery of these chairs, which is confirmed to be completed on February 17th, 2017. We sincerely appreciate our customer's patience while waiting for this item to come in stock. Please feel free to contact us if you have any questions or concerns. Mega Furniture Management

Complaint: [redacted]
I am rejecting this response because:I am rejecting response (complaint [redacted]) because only a refund of 1 item was provided.  The original complaint had 3 issues:• Rug, mattress pad and delivery fee credit - RESOLVED• Sectional delivered is not the same item that was promised in the store.o Ordered with 3 power recliners and it was confirmed it would be delivered that way.  o Recommended resolution = The store has a 40% re-stocking fee for returns.  I would be willing to pay a 10% restocking fee to resolve the sectional.  This should be a win win for both me as the consumer and the merchant.  I return the product that was not as promised and the store gets credit for the restocking.• Mattress set - still an issue.  Does not work with the height of my bed frame.  Store promised it works with all bed frames.o Recommended resolution = 10% restocking fee to return the mattress.It is unclear to me why the merchant can not take them back.  Misunderstandings occur in business.  Coming to an agreement that is good for both parties is the right thing to do.  I am willing to pay a portion of the re-stocking fee to close out this matter.  When I spoke to the new store manager, he mentioned that he would be willing to use the sectional as the floor model.   There are definitely win/win options here to amicably close out this claim.Thanks for your continued support and understanding in this matter.  [redacted]

To Whom it may concern and the Revdex.com, Mega Furniture sincerely apologize for the delay in manufacturer scheduling for this replacement item. Mega Furniture makes every attempt to inform the customer at the time of purchase that we have no control over manufacturer scheduling or...

delays from "acts of God", etc. Ashley Furniture shipped this replacement fireplace on December 12th, 2015, and Mega Furniture received yesterday, December 15th. This morning I called both phone numbers we have for our customers, and both do not have voicemails attached to them. As soon as we get in contact with Mrs. [redacted] we will be happy to set up her delivery exchange at no charge. I have attached a copy to show that Ashley Direct did not ship out the said item until December 12th, 2015. We have provided this in good faith. Please feel free to contact us back if you have any father questions or concerns.Best Regards, Mega Furniture Management[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.       I was not informed of the 90 day warranty I was informed by [redacted] that the warranty was one year and the warranty I bought which was not referred as [redacted] would cover above and beyond the one year warranty. I bought the warranty expecting what my salesman told me and I did not get any info on the warranty mailed to me and I have not moved from my residence. I did not receive a phone call until yesterday at about 430 pm and I was at work and I answered the call and told them I was at work and when they could call me, the rep said she would call me back today before 10am because I had to work at 11am and it is now 948 am and no call yet. I have been miss informed and mis led on this transaction. I feel it was more like a bait and switch. I was also told that the warranty was also on sale at the time and I better get it because of such a low price. Based on what the salesman [redacted] told me I purchased the warranty and now the business has gone a different way with this warranty. When my wife called the store manager he also told my wife that the warranty did not cover cleaning or normal ware and tare... So that goes to show you even the management in the store does not know what the warranty covers and doesn't cover. I have put my expectations of what I want and I am standing up and saying those are still my exoectaions at this point. 
Regards,
[redacted]

To whom it may Concern,Mega Furniture has pulled a copy of the recording. Here is the dependency. During my phone conversation with Mrs. [redacted] (customer [redacted]), I offered, without charge to exchange customer [redacted]'s recliner due to easing her worries about the bag in her merchandise. Mrs. [redacted] stated she did not have a way to bring the recliner back. I then said, "Well, you can keep the recliner that you have if you want, because there is nothing wrong with the integrity of it. We do not need to do an exchange." Nothing else was added to this statement. Mrs. [redacted] assumed I meant she can receive a new recliner, and not bring her old recliner back. During my last conversation with customer [redacted] I asked her if I ever used the words, "Keep the recliner AND receive a new one", and she agreed I never used the word "and". After management has pulled the recording, it was corroborated that I never explicitly promised free merchandise. I merely offered for Mrs. [redacted] to keep her current recliner and forgo the exchange, if bringing her merchandise back was too troublesome. This offer has since been debunked, considering Mega Furniture has offered the generous compensation to exchange her recliner, at no charge, free of delivery expenses. In addition, we are willing to reschedule her missed technician appointment and waive the $45.00 fee associated with missing a confirmed appointment. Mega Furniture is not responsible for assumptions made without clear corroboration for "free"/"complimentary"/"no charge" merchandise. Customer [redacted] was not promised free merchandise, as this would not be a lucrative business practice. The compensation offered has included offering new merchandise after her current merchandise has been used in her home, waiving the $100.00 exchange charge, offering a technician to look through her cushions for her due to her statement that is fearful to do so herself, as well as a one time waiver for the $45.00 fee caused by a missed appointment. Customer [redacted] is invited to contact Mega Furniture at [redacted] as soon as she is ready to reschedule her appointment, and the offer for her complimentary exchange stands available until June 26th, 2015. For any additional questions, please feel free to contact me. [redacted]Customer Relationship ManagerMega Furniture LLC[redacted]

[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,Here at Mega Furniture,we strive for quality furniture at affordable prices, and compassionate customer service.[redacted] visited our Mega Furniture [redacted] location on April 3rd, 2014, and based on his requests, we helped [redacted] purchase a sofa, love seat and chair set. We...

delivered the merchandise to the customer on April 7th, 2014, and [redacted] signed that he was satisfied with his delivery and there were no damages to the merchandise. [redacted] also purchased the [redacted] accidental 5 year warranty. I have contacted [redacted] and they have confirmed the postal mailed the customer a letter in May 2014 outlining their coverage and policies. I have asked [redacted] to resend an identical letter to the customer in case [redacted] no longer has his for his records. [redacted] has also agreed to reach out to our customer today (January 14th) to inform him of their procedure for a professional cleaning.[redacted] first called our customer service department on August 19th, 2014 to report one of the pull handles on his furniture was not working. We explained to the customer his manufacture warranty was only 90 days. [redacted] expressed his concerns with this, and therefor our representative [redacted] offered to at least take a look at the issue, and requested pictures of the furniture in question. Our customer service department did not receive pictures of the merchandise, and [redacted] called in to the customer service department again on January 12th, 2015. Despite no manufacture warranty, I tried offering [redacted] a 50% discount on technician work, and customer declined. I tried offering [redacted] complimentary one-time service in our warehouse and customer responded that he only wanted the merchandise services inside of his home. I informed [redacted] I would see what else could be done. I called [redacted] back the same day at approximately 4:30 pm at  [redacted] and  [redacted]. I was not able to reach customer, and even made a note that [redacted] phone number  [redacted] does not have a voice mail that is set up. Therefor, no voice mail was left. Mega Furniture and myself want [redacted] to be happy with his purchase. Therefor, I am willing to send our technician to [redacted] home, without charge, to try and fix the furniture. Due to no manufacture warranty, we will not be able to order parts if his parts have been irreparably damaged. However, we will make our best faith effort to solve the issues with [redacted] springs. In addition, we will repair [redacted] broken reclining handle. It is our hope, that this service, combined with [redacted] reaching our to [redacted] for better knowledge on his warranty, will help [redacted] feel comfortable with his purchase through Mega Furniture. Thank you,[redacted]Customer Relations ManagerMega Furniture LLC

We apologize for all the inconvenience has caused you and we really appreciate your patience in taking care of your delivery Issues. The product that was purchased by you is an top grain Leather. The Damages occurred is completely by one of our Independent Contractors that who works for us. We have...

taken extreme measures about the contractors and I apologize again it took so long and several attempts to take care of your situation. We hope you are finally happy with the Pieces getting exchanged. Thank you and Appreciate your Business. Mega Furniture

To whom this may concern,Here at Mega Furniture, we pride ourselves on making a situation right in the best and most generous means possible. Mrs. [redacted] (to be named as customer [redacted] from here on out), Visited our Mega Furniture Goodyear location on January 30th, 2015, and purchased furniture based...

on her preferences. Customer [redacted] received delivery on Feburary 3rd, 2015, and inspected her furniture, and signed that there were no defects or damages. Customer [redacted] first contacted us three months after delivery on May 19th, 2015, and claimd she had found a red bag with chinese lettering inside of her cushions. We requested photographs, knowing that [redacted] USA (the manufacturer of her merchandise) is located in Dublin, [redacted] (http://www.kian.ie/index.php?route=information/contact). We received pictures of the red bag on May 21st, 2015, and reached out to the manufacturer. The manufacturer has never noticed anything like this before, but decided to open a claim against the Dublin factory just in case. We never requested the bag back from the customer. On May 26th, I spoke to customer [redacted] and she expressed that she wanted the rest of her merchandise checked for other bags because she was fearful to inspect herself. Out of good faith, I offered her a techniian to her home, at absolutely no charge, to inspect all of her internal frames for any anomalies. This technician appointment was confirmed with the customer for June 3rd.In addition, I offered for customer [redacted] to get a courtesy exchange of her chair, even though there was no known defect in the frame or integrity. This was done out of good faith to ease our customer's fear of the red bag in her cushions. At this time, I mentioned she has the same options she has at the time of purchase, which is to choose between pick up exchange (no charge) and delivery exchange for $100.00. Customer [redacted] stated she did not want to pay for delivery, therefor, I offered to discount her exchange to $50.00 as another corteousy, but she refused. I never offered customer [redacted] a free chair, as her complaint suggests. I have requested human resources to pull the recording from May 26th, because customer [redacted] has made a very serious accusation against myself, which was never promised. On May 29th, customer [redacted] brought in the red bag without notice. When we received this bag, I contacted our local representative for [redacted] USA. He stated he would be sending someone to pick up this bag to use during their investigation, even though their factory is in [redacted], not in [redacted]. On May 30th, I spoke to customer [redacted] again, and we discussed her wanting a new free chair, and to keep the same chair she already has. I reminded her we were offering the exchange because she mentioned she was "disturbed" by her findings. I mentioned if she is willing to keep the same chair she already has, then a new chair seems obsolete. She said the new chair would be compensation for her time she has taken to call us. To compensate her time to call, my supervisor Mr. [redacted] offered to give customer [redacted] a free exchange. However, customer [redacted] has refused to set this up, and is now pushing for a free chair, and to keep her existing chair which has no defect in integrity.On June 1st, I called this customer to confirm her technician appointment for June 3rd, and she verified her address and stop number, and verified we are coming to inspect her frames for any additional anomalies. However, during the appointmenton on June 3rd, the customer changed her mind and refused the technician. She has declined to schedule another day with us at this time, and has decided to keep her merchandise without inspection.  She had asked for the bag back, but I have handed this bag off to my operation's manager, and it is outside of my hands. I understand she is now requesting ths bag back, but we are forwarding it onto the manufacturer, as she requested, to ensure this is investigated and that this never happens again. We sincerely hope Mrs. [redacted] understands this. As of today, customer [redacted] has the option to receive a new chair, in exchange for her current chair, absolutely free of charge. We have also offered the technician appointment as a corteousy if she is fearful to reach under her cushions. However, Customer [redacted] has declined both. Mega Furniture has done everything in our power to ease our customer's fears of her furniture, and understand red bags in the cushions are not kosher. However, Mega Furniture has not offered free merchandise, especially when this would not solve our customer's problem with being fearful of her current chair. Customer [redacted] is wecome to contact me within 30 days of this Revdex.com response to receive a replacement chair, exchanged for her at no cost. Please conatct me if you have any farther questions. Best Regards,[redacted]Customer Relationship Manager[redacted]

To whom it may concern and the Revdex.com, Mega Furniture would like to apologize if there was ever a miscommunication when speaking with our customer, in addition to our deepest regret for the scratch that existed at the time of original delivery. After the original delivery on October 5th, 2016,...

Mega Furniture reordered a brand-new cocktail table for our customer since the original delivery accidental obtained a scratch that penetrated the finish. Based on the manufacturer's scheduling, Mega Furniture did not receive this item for several weeks. Once received, Mega Furniture attempted to schedule an exchange for our customer, however, delivery was postponed by the customer to discuss the possibility of compensation. Mega Furniture reminded our customer that at the time of sale, the item was given to her at a 35% discount, in addition to 50% off delivery. Therefor the exchange is what can be offered at no charge, as soon as she would like to schedule. Our warehouse manager called our customer several times after December 5th to reschedule delivery, without a return phone call. I reached out to our customer on December 24th, 2016 and scheduled her exchange for December 29th. Mega Furniture and I appreciate our customer's patience and communication, and look forward to correcting this unfortunate damage from her original delivery. Please feel free to contact Mega Furniture if you have any questions or concerns.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[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, Our store cameras have been pulled, and we apologize for any miscommunication during the in-store confrontation, because there was no visible violence depicted. We would like our public to know that our store managers are under high scrutiny for their treatment towards customers, and this issue was taken very seriously. We concluded our business with this customer with a full refund the same day, and our records do not show any physical intimidation or threat took place inside of our stores. Our company reserves the right for random drug testing, and we exercised our rights appropriately in this incident. If you have additional footage you would like to share with us, we will reopen the investigation and possibly reprimand farther. We appreciate your communication, and based on our camera footage and testing rights, we consider the issue closed.Best Regards,Mega Furniture Management