Mega Furniture

Complaint: [redacted]
I am rejecting this response because:
I did not ask for a cheaper bed,I asked for a cheaper price!The people at Mega Furniture just tell one lie after another.As you can see from the attached photos taken of the bed in the Mega Furniture showroom that the Queen bed is clearly displayed with a sign showing the queen size to be $649 in image #1.They agreed to a $600 price that included tax and delivery for the bed in image #2.They delivered a bed that sells on Amazon and Walmart for $380 with free shipping that is shown in image #3. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am waiting for a call back from [redacted] and their manager regarding the check I am still waiting for and waiting to have the furniture repaired. 
Regards,
[redacted]

To whom it may concern, and the Revdex.com,Our customers [redacted] (to be known as customers [redacted]or Revdex.com anonymity) visited out Mesa store back on January 15th, 2012. These customers purchased merchandise based on their preferences, and signed agreeing to our terms of...

service and warranty policies. Customers [redacted] also purchased the 5-year GBS accidental protection plan, which is insured by a third party.Our customers were registered with GBS on January 30th, 2012 and then their warranty welcome letter was postmarked for them on January 31st, 2015. This warranty letter [redacted] outlines all coverage and exclusions, and allows our customers opportunities to cancel their warranty for a full refund if they dislike the coverage offered. This offer for full warranty is valid for 30 days. Our customers [redacted] did not contact Mega Furniture regarding cancellation of their claim, and therefor agreed to the GBS terms of use and coverage. Mega Furniture first heard from our customers [redacted] on October 8th, 2015, when our customers called in to express their frustration that their damages were not covered by GBS. Mega Furniture returned our customer's calls and explained their merchandise came with a manufacturer's warranty of 30 days for some items, and 1 year for the majority of her items. Therefor, since it is passed her manufacturer warranty periods, we cannot offer service covered under warranty. During this conversation, we tried to offer our customers a claim, but it would have an out of pocket cost, due to her warranty being expired. HoweverIf our customers [redacted] would like to have their merchandise repaired, Mega Furniture is willing to work with our customers for an affordable repair. However, there is no warranty to cover the cost of the repair. If Our customers would like to contact GBS regarding the denial of their cosmetic claim, they can contact GBS at [redacted] Best Regards, Mega Furniture Management

To whom it may concern and the Revdex.com:Mega Furniture has offer our valued customer to visit our store and see if she would like to reselect to a different dining set. We will contact customer again on Wednesday to follow up.Regards,Mega Furniture Management. [redacted]I am emailing this response since the complaint has been closed on the Revdex.com extranet, but more information was requested. Mega Furniture understands our customer is looking for a table in a very specific height, and that she would like her hutch and buffet to match, even though nothing is wrong with these items in terms of defects. Mega Furniture has decided to exchange the entire 5004 series dining set (including hutch and buffet) for the customer's selected MD280 dining set. The new set our customer has selected is slightly more expensive, and she has agrees to come into the store on Sunday to pay the difference of $223.23 and schedule delivery. We appreciate the Revdex.com's involvement and our customer's patience while we finalized this exchange approval. Best Regards,Kaycee B[redacted]Customer Relationship Manager

[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 12417364, 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,
Nelly K[redacted]

To whom it may concern, Mega Furniture has it in writing at the time of sale that we uphold the manufacturer's warranty. We offered to exchange the buffet once the manufacturer approved replacement. However, the manufacturer of this furniture does not cover transportation or delivery in their warranty. Mega Furniture offered to discount our $100 delivery to $50 to help assist our customer with their exchange, but our customer has declined. Mega Furniture offers multiple parking slots directing in front of our ports to let our customers take as much time as they like to inspect their furniture. We also offer assistance with inspection, and electrical outlets to plug in at our customer's request. Mega Furniture is not responsible for customers who choose not to inspect before leaving, especially since customers are asked to sign agreeing their merchandise is received in good condition. Our deliveries include transportation, assembly, inspection for issues, trash removal, and placement in the home, which is why there is a charge for this non-warranted service. Mega Furniture and myself are very sorry that Mr. [redacted]'s merchandise is advised to be exchanged, and we are offering to replace at no charge in our warehouse, as offered by the manufacturer, which is explained in writing and signed by the customer at the time of purchase. We do this to help our customers understand the process before purchasing, and offer full transparency for these unfortunate situations. Mega Furniture is happy to help inspect the replacement Buffet with our customer when he picks up his replacement. If he would rather have a delivery, I have offered to cut this charge in half. We hope this shows good faith on our part, and we greatly appreciate Mr. [redacted]'s communication and patience during this claim. Please contact me 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 is satisfactory to me. Mega Furniture has refunded my money as I have requested and, I consider this complaint resolved.
Thank you very much for your assistance in resolving this matter.
Sincerely,
Alyse H[redacted]

To whom it may concern, and the Revdex.com,As our customers stated in their response, GBS accidental protection mailed them a letter on 2/2/2012 with the explanation of all coverage in their plan. This should have resolved any miscommunication our customers had regarding if these damages in question were covered under their plan. As stated in the letter they received 2/2/2012, "The plan does not cover repair, replacement or maintenance in connection with operational or structural failure due to defects in materials or workmanship, normal wear and tear, power surge, or accidental damage from handling". Regarding the 30 days cancellation policy, I have reviewed the letter sent to our customers, and I do agree that GBS (not Mega Furniture) did not include their cancellation policy in this letter. This is at no fault of Mega Furniture. I have contacted GBS, and they are willing to provide our customers a full refund for their GBS protection plan, if they wish to cancel. This would cease the GBS accidental cosmetic protection, and has no effect on the manufacturer's warranty, which is still expired. Our company is trained regularly on the GBS accidental protection plan, and any individuals who may be new-hires are instructed to not give false information, and are instructed to reach out to GBS or customer service for correct information. When our customer spoke to the office manager/cashier, she is fairly new to the company, and therefor, we are glad she did not give false information. The office manager/cashier informed the customer she did not have the answers, and referred the question to customer service. This is a proper business plan to ensure correct information is passed on only. If our customers would like to have their GBS protection plan refunded for a full $100.00, Mega Furniture is willing to do so, as offered by GBS.Please contact me if you have any farther questions, Mega Furniture Management[redacted]

To whom it may concern and the Revdex.com, Mega Furniture sincerely apologize for the inconveniences you have experienced. I have checked my voicemails, however, I cannot find a message. I apologize for this, but I will check with our Store to see if the voicemail you left me...

transferred there. I would also like to apologize for Ms. [redacted] being told that the table is not coming in. If our customer can remember the name of the individual who said that, I can make sure they receive some extra training in our inventory system to see that the table IS coming. As far as the table getting pushed back, I completely understand her frustration. This is not something unheard of, but unfortunately our hands are frequently tied when manufacturers back-order merchandise. This is why your signature agrees that Mega Furniture is not responsible for delays caused by the manufacturer's scheduling or stock on hand. Our customer can find a copy of this signature and disclosure on the bottom left-hand side of her written sales receipt. After receiving these emails, I have been working on this account in the background (communicating with inventory and the Tempe store). Based on the delay of our customer's table table, Mega Furniture is approving a full refund in the amount of $269.17. I spoke with Ms. [redacted] on Saturday February 6th, 2016, and this refund was processed. We understand this doesn't atone for all of the miscommunication, however we do hope this accounts for a reasonable conclusion to this unfortunate frustration. Best Regards, Mega Furniture Management [redacted]

To whom it may concern, and the Revdex.com, Mrs. [redacted] visited our Mega Furniture Tempe location on March 4th, 2013 and purchased a selection of merchandise based on her preferences. Part of this purchase included the GBS accidental protection plan purchased for $150.00. I...

have included the customer's original receipt showing her purchase amount was $150.00 for her protection.After receiving this complaint, I have contacted GBS and discovered her issues with her furniture may be in part covered by her warranty with Ashley Furniture. I have attempted to call Mrs. [redacted] today, March 4th, 2016, and left a voicemail for her to contact us back and see if her issues can be covered by her manufacturer's warranty. We look forward to hearing back from her in the near future. Please feel free to contact me if you have any additional questions or concerns. Best Regards, Mega Furniture Management

To whom it may concern and the Revdex.com,Miss [redacted] purchased a selection of merchandise based on her preferences on September 5th, 2016, and signed agreeing to our refund, cancellation and exchange policy. However, our customer contacted Mega Furniture on October 1st, 2016, informing us she wishes...

to cancel the purchase of her two special ordered Sofas. Mega Furniture offered our customer full in-store credit to re-select to merchandise better fitting her preferences, and competed the reselection on October 5th, 2016. Since reselection, our valued customer received delivery of her new AMY sectional on November 5th, 2016, and signed the merchandise was delivered in good condition! I called [redacted] on November 7th, 2016, at 9:45 am and left a voicemail to please call us back if she has any questions or concerns. Mega Furniture appreciates our customers communication and patronage!Best Regards,Mega Furniture ManagementKaycee Y[redacted]Customer Relationship ManagerMega Furniture [redacted]
[redacted]
[redacted] 
[redacted]

To whom it may concern and the Revdex.com, Here at Mega Furniture, we believe in full transparency at the time of sale, and pride on answering all questions customers have regarding store policies. Mrs. [redacted] purchased from our Mega Furniture on April 18th, 2014 and purchased...

merchandise based on her preferences. During the sale, Ms. [redacted] signed agreeing to our store policies and procedures. This includes our policy stating that Mega Furniture is not the holder of any warranty, and assist the customer in claims with their manufacturer warranty, if any. This was understood by way of signature when our customer purchased. Our customer then received delivery on July 18th, 2015, and signed agreeing her merchandise was delivered in good condition, without any damages. This particular manufacturer of furniture is GFM Manufacturing. GFM comes with a 30-day implied warranty against defects in production. Our customer first contacted Mega Furniture claims on December 10th, 2015, and was informed her warranty is expired. mega Furniture has offered our customer an out-of-pocket technician service for repair. We have also offered to quote her a large discunt on ordering replacement bed rails. Both have been declined by the customer. Mega Furniture, in good faith, has reached out to the manufacturer and requested any assistance they are able to offer. With that being said, GFM is closed for the season, and will not be reopening for another 12 days (according to my best information on hand). In the meantime, we will continue to follow up with this customer. However, if the manufacturer declines the claim, there is nothing Mega Furniture can do. Please feel free to contact Mega Furniture if you have any questions or complaints. Best Regards,Mega Furniture Management6[redacted]

Hello Mr. [redacted],We are very Sorry to hear that you are extremely unhappy
with our response. We want you to satisfy with your purchase and enjoy your
furniture, We have just notified you and the Revdex.com, what was the response from
the Sales Rep & Store Manager to this complaint we want you to be happy
customer and we expect you to come back for all your future purchases with us
and we will make it right every time.Our management has decided to go ahead and deliver you the
Bed that you looked at the store and we will be really glad to help you and re-delivery
the bed and pick up the old one for no additional Charges.Please let us know when you would like to have the furniture
delivered. We will call you and schedule you the delivery once you confirm.Thanks Mega

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution solidifies the issue with this company. I did receive the part; however, their response proves they did not process my request for the part until after Hurricane Harvey despite their claim of a delivery delay due to  the storm. Unfortunately they used a natural disaster for their reasoning to not have responded to my email from 15 July, and my subsequent call a few weeks later to receive the missing part of my delivery from 15 July. Their poor customer service is further demonstrated by sending multiple non-applicable parts and no instructions with the parts. Thank you to the Revdex.com for holding this company uncountable for their lack of service and consideration for their customers. 
Regards,
[redacted]

To whom it may concern and the Revdex.com, Mega Furniture and I would like to sincerely apologize for this human error. Due to the customer's privacy, the check was mailed without [redacted] looking at the specificities. Mega Furniture can cut an additional check in the amount of $8.00, or our customer can call Mega Furniture with the card information from purchase to receive a direct and immediate $8.00 reimbursement on her debit card. We apologize for any inconvenience. Best Regards, Mega Furniture Management

Dear Customer,We apologies about the quality of the Furniture that you got Delivered, We were going thru the Delivery report from Yesterday and we got a Confirmation from our Delivery Department was the Delivery was perfect and they have posted the comments that everything was delivered good.Please...

allow us 24-48 Hours of time to see what we can do take care of your Situation. One of our team will contact you as soon as possible and we will work out something for you.We appreciate your patience in this matterThanksMEGA FURNITURE

To whom it May Concern and the Revdex.com, Mega Furniture sincerely apologize for the feelings of treatment experienced over the phone from the Delivery department. The department head for the delivery department, and ownership of the Arizona corporate office have been notified of...

this to make sure additional training and corrective action take place with haste. I see your delivery was finalized on August 6th, with feedback that you are revealed it is finally complete. I am so sorry the estimated time frame was not as accurate as we would have like it to be. We appreciate your patience while waiting for this special ordered California King bed frame to arrive in stock. Please feel free to contact Mega Furniture if you have any additional questions or concerns.Mega Furniture Management

We really apologize for all the inconvenience caused to the customer. We appreciate their business. We do understand that there was a confusion with the order. Customer has purchasedthe 4 pcs Entertainment Center, Bunk Bed, Bunky Mattress and Sofa Chaise. Customer was aware that we...

have the other pieces plus a TV Stand in-stock andwe need to order the Piers and Bridge to complete the Entertainment Center and they were OK to wait for 2 weeks. First We ordered the Merchandise and when wescheduled the Delivery on 7/31 to Deliver her rest of the Merchandise, the Customer said they don't need that any more, they want to cancel the order "PER OUR COMPANY's POLICY ANYCANCELLATIONS ARE SUBJECT TO RESTOCKING FEE UP-TO 40%" But we never charged the Customer as we want them to be happy with the Purchase. When acustomer cancels a merchandise which was taken on Financing there is a lot of paper work needs to done. I apologize that it took longer than usual due toseveral reasons from Financing company. The Store was going back and forth with the Financing company to resolve this matter at the earliest. Paper Work has alreadysent over to progressive couple of weeks back, they should have modified your financing Amount.Customer has complainedthat she had issues with the Kid Mattress that the seams were coming apart - Our Service lead time was 1-3 Weeks at that time, we went ahead and sent a tech out within the lead time. And we took care of the problem.Customer Said that we are offering a Free Delivery and charged her $99- Our Promotion Says  "Online Purchase of $1000+ will get Free Delivery" We never offered that promotion in store.That's Exclusive for Online Customer's Only.Finally, Customer said that they want to replace the Full Size Bed. We are not sure if the customer is talking about the Bunk Bed or the Mattress. We would be very happy if you could please send us an email of the damages then we will goahead and see what can be done with it. Please email us the pictures and detailed description of the Problem and will contact you in 24-48 Hours.CONTACT: [redacted]TITLE: CUSTOMER SERVICE MANAGERPHONE: [redacted]EMAIL: [redacted]

To whom it may concern, The price paid was a part of our 15th Anniversary Discounts, and since it is lower than our daily pricing (even if the posted price was lowered across the showroom for our anniversary) I do not have the ability to farther lower the price signed for in the contract. I am also unable to offer an arbitrary punitive discount of $500 since we have offered and are willing to replace the ottoman for all new feet based on these cosmetic scratches. MegaFurniture wants to cover the delivery charge for you since our first delivery was unsuccessful, and please let us know if you would like us to schedule a technician appointment fo all new feet. 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]
 I will accept the solution.  Just send the part.  I don't mind paying for it if I can get the problem resolved.