Mega Furniture

Dear Customer,We apologize for any inconvenience caused. Our records show that we have mailed you a check and will be glad to cancel the Issued check and Re-issue another Check today. We have contacted you by our Office this morning by [redacted] and left you a voice mail, Please call us back and let us know if you still want us to mail the check or will you be picking up from our corporate office. ([redacted])I will attach a copy of the check for your records.Appreciate your Business.ThanksMega Furniture

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. Although it was not just the mechanism that delayed things that was only the recent cause for delay.  It was a multitude of other things that led to this point.  My couch is fixed but I will never step foot in another MegaFuniture store.  
Regards,
[redacted]

To Whom it May Concern, and the Revdex.com:[redacted] came into our Mega Furniture Metro Mall location on February 14th, 2014 and financed the [redacted] through a third party financing. Customer received delivery of these items on February 18th and signed accepting the delivery. Our...

first communication from the customer service department began on December 5th, 2014. [redacted] called to tell us her cup holders were missing, scratching on her fabric, and her sofa connections were misaligned. We requested pictures of the issues she was having, and on December 7th, [redacted] emailed pictures, please see attached email that pictures were not sent to us until December 7th. On December 8th, we contacted [redacted] to inform her the manufacture is delayed on parts, but we can send a technician for her frame issues. However, her cup holders would be delayed. The customer's response was to "forget it", and customer disconnected the phone call. We called back, and there was no answer. We can not order parts without confirming customer's address, therefor, parts were not ordered. We did not hear from [redacted] again until January 22nd, 2015 (44 days later) and she asked for service on her merchandise. We informed the customer we would submit to order cup holders, however this item was discontinued by the manufacturer on January 1st, 2015. Customer informed us she still wanted service. We informed the customer we would contact her back when we had confirmation if parts could be ordered. [redacted] confirmed she was aware this can take time.  On January 31st, 2015, [redacted] called us and stated she no longer wanted repair, and only wanted her merchandise replaced. Based on this model being discontinued, I offered [redacted] an in store credit for the time the merchandise was defective, beginning December 5th. This was the first mention to our department that these issues began in August. I offered to honor prorated time from August if customer could tell me who she spoke with. Customer said she had email proof from emails she sent, but refused to forward those emails to me or inform me who she spoke with. On February 3rd, 2015, [redacted] called and demanded her money back. [redacted]'s merchandise was purchased for $999.00, not two thousand, and I explained we have no control over her financing charges. Based on customer having the merchandise 270 days without reporting damage, and honoring a 365 guarantee on a 90 day warranted product, I offered [redacted] $205.27 refund or in store credit for the return of her merchandise. Customer was not pleased with this, and wanted the refund and to keep her product.On February 7th, 2015, [redacted] called in and requested this amount applied to her financing bill. I informed her I can do that, after the merchandise has been picked up. I tried explaining to [redacted] that we cannot offer a full refund because she did enjoy this furniture for 10 months before reporting damage. Customer did not accept this. Based on this Revdex.com complaint, Mega Furniture has offered [redacted] a refund in the amount of $205.27, without the return of her merchandise. [redacted] has refused to give me her financing information to apply to her financing, and demands the refund in cash. We are investigating the ability of refunding by mail. This is the only resolution [redacted] will accept. [redacted] has also asked for the more serious issues to be repaired, such as the reclining frame and the arm that is loose. [redacted] is set to have an appointment on February 20th, 2015, compliments of Mega Furniture. [redacted] has expressed that this will resolve her concerns, and make her satisfied with her purchase. She understands she has no warranty beyond the repair of these issues. For any questions or concerns, please contact myself directly.Thank you,[redacted]Customer Relationship ManagerMega Furniture LLC[redacted]
[redacted]

To whom it may concern and the Revdex.com, Mega Furniture cannot apologize enough for the miscommunication regarding the process to repair the wobble on our customer's custom designed Richardson ottoman. We are looking into this representative to make sure everyone in the Mega Furniture family is...

following policy. However, because this item is specific in dimensions, fabric, firmness, and detail; this local Phoenix manufacturer is not able to make replacements, and honors their lifetime frame warranty for repair. As soon as we discovered this miscommunication, Mega Furniture began the process to receive the ottoman back, and we also followed up with the manufacturer for the missing pillows. Mega Furniture was able to have the ottoman returned to our customer on December 27th and he confirmed the pillows are correct and the frame of the ottoman has no issues. However, the customer did report some scratches on the bottom under-feet of the ottoman. I apologized they my have accidentally been bumped during transportation, but I could have brand new feet put on in his home. No need to bring the item to us for that since my technician can do that in his home. However, the customer requested compensation instead. As of today, December 30th, Mega Furniture offered to refund our customer's delivery fee of $110.00 since there has been so many hiccups with delivery, we offered to return that cost to him. However, our customer is requesting a $500 refund on his order. Unfortunately Mega Furniture would not be able to do this based on the fantastic price he was already given at the time of purchase, for this custom designed, locally hand made upholstered set. We are glad we alleviated all of our customer's concerns with the pillows and wobble, and would be more then happy to take care of the feet and delivery charge for him, if he is interested. Please feel free to contact me if you have any additional questions or concerns.Best Regards,Mega Furniture Management

Good Morning,I have contacted [redacted] and offered him either a replacement or an in-store credit to purchase something that is going to have a better manufacture warranty. Customer is going to visit one of our stores and decide what will be in the best interest of his family. [redacted] has expressed to me he is satisfied with this resolution and Mega Furnture looks forward to restarting our relationship with [redacted] on a more positive note. Thank you,[redacted]Customer Relationship ManagerMega Furniture LLC

To whom it may concern and the Revdex.com;Mega Furniture is truly sorry that our customer has gone through such inconvenience, as she was told over the phone, we will be happy to exchange the pieces for her. We would only be able to do so if they pieces are in Phoenix area since we are not able to deliver...

out of state. As stated in our contract with customer, she had 48 hrs after receiving merchandise to inspect and report any issues she had with it; the feedback that we got from customer is that it delivery was great. Please let us know if this would be possible for you. As far as the misunderstanding where customer points that she was informed she would be helped even out of Arizona state, the store staff was referring to the extended warranty that customer purchase, this warranty is issued by  Guardian Protection Products Inc. that covers customers merchandise for 5 years, this company will held their warranty anywhere in the U.S.Please let me know if you need any further information.Regards,Mega Furniture Management.

To whom it may concern, and the Revdex.com, I have been in contact with this customer since this complaint has been sent. Mega Furniture would like to apologize for not having this reported to the corporate office sooner. Even though this manager is no longer with Mega Furniture,...

Mega Furniture has decided to honor the price she says was quoted for her of the chairs, and will be issuing refund to the customer in the amount of $134.29. In addition, this customer has requested we attempt to send the additional sectional console, instead of refunding. I have received approval that this can be honored as an exception! I sent our valued customer an email this afternoon requesting her to call me and schedule her delivery and refund!I apologize for the experience this customer has had, and hope this helps to correct these mistakes, and allow out customer to enjoy her purchase to the fullest!Please contact me if you have any questions or concerns, Mega Furniture Management

Dear Sirs, The entire process of purchasing this furniture was very shady.  They bombarded me with 3 or 4 different sales people and never explained the refund process.  Apparently, I did sign their copy, but the one I received was not signed.  I did call and talk to both sales people and the store manager at least 4 times.  They are lying about this.  This furniture has ruined my back and they need to take care of it.  I am not sure if there is anything I can do at this point, but would appreciate your assistance.Sincerely, [redacted]

NO we never knew the height of the table until we set by this table.Also we call to the store within 48 hours as it says on on-line policy. Store admitted that the height of the table was almost 2" higher because the arm chair with arms  would not fit under the table. It is manufacturer poor design. They should take back their furniture. Store did not want to listen to us, even we called them on-time. We need CEO's response. they told me that he is going to get back to us, but never did. We cannot sit by the table this height (5cm taller than standard) for our grandchildren it is very uncomfortable and for adults. Store is blatantly lying. All furniture is covered with plastic, never used

Good afternoon, I have attached a detailed letter outlining our customer signing her ed frame was purchased as a floor model with no warranty, and describing the two complimentary services Mega Furniture provided and our customer refusing service during both trips, which were scheduled at her request around her schedule. Mega Furniture has been very compromising for our customer and the attached explanation shows that this claim is currently close.Please feel free to contact me if you have questions or concerns.Best Regards, Mega Furniture management

Mega Furniture Glendale Az is a rip off their Warranty is no good. I need some repairs done that the men broke when they set up my 3000,00 bedroom bed and a nite stand no finishing on the bottom. The repair man came here and tried to charge me 150.00 to repair them

I purchased a dining set table from Mega Furniture in late October and within one month have noticed very sizeable dents, scrapes and warped areas on the table. When it was delivered, I had asked why the table felt uncoated/unvarnished and was told it was made like that. Sure enough, there has been more damage to this table because of the lack of quality workmanship than any other table I've previously had. Yes, I have children, but every day use of the table shouldn't affect it this much.

I called Mega's customer service and explained my situation and spoke to Jalissa who assured me she understood, to take photos of it and send them in. I did and was called by Miranda who again assured me that Mega's customers are top priority and they want to make sure all customers are 100% satisfied with their service. My goal was not to get a new table, but to alert the manufacturer that there was something indeed wrong with the quality of this one, and that there needed to be some protective coating added to it to avoid it being damaged so easily. Again, Mega understood and told me that they would send a tech out to varnish the table to ensure it didn't continue happening.

I was so elated that Mega was taking this next step forward in ensuring my satisfaction. Until, last Friday, the day before the tech was supposed to come out. I got a call from Miranda again now saying the manufacturer denied my claim, blamed it on us that there are cosmetic problems with the furniture, and that now a tech would not be able to service it or make it right, when just a couple days before, Mega was going to fix the situation.

Talk about going from praising this company to now hating this company for their lack of follow through and commitment to their customers. I'm a business owner and if someone is not satisfied, I would do everything in my power to make it right. Mega has a choice. And they're choosing to stick by this manufacturer's denied claim rather than making good on their promise to fix what was not right to be begin with. As I said, I'm not asking for a new table, just that the manufacturer do some quality control on the tables they are producing and selling through Mega, and make this one right that I bought.

This table was supposed to last us several years, but I doubt it'll last even a couple. Poor quality and poor customer service.

To whom it may concern and the Revdex.com, 
Mega Furniture first received communication from our customer on August 20th, 2016, stating the center cushion of her [redacted] Sofa was sinking in and felt uncomfortable to sit on. In order to determine the extent of the damage, and confirm warranty coverage, Mega Furniture requested photographs of the visible damage to inform the manufacturer and our technician. 
Mega Furniture reached back out to our customer on August 24th, 2016, after receiving communication from the manufacturer. The manufacturer confirmed this replacement part and installation is covered under warranty, however the part in question was back ordered for 8 weeks. Our representative Christopher called the customer on August 24th and informed the customer that the part would not be available for 8 weeks, and would not be installed for 9-10 weeks. Based on this long wait caused by the manufacturer, Mega Furniture also offered a refunded discount if she would like to avoid waiting and take her repair to a third party. However, our customer confirmed to Christopher she was willing to wait for the replacement part for 8 weeks. 
Mega Furniture received the part in question on November 1, 2016, and contacted our customer with a voicemail informing her a technician is ready to come and install the part in question. Mega Furniture reached out to our customer again on  November 12, 2016 and left a second voicemail informing her the part is ready for installation. Mega Furniture apologizes for the wait, however Mega Furniture has very little power over delays caused by the manufacturer. We look forward to scheduling our customer's appt. and fully repairing her Sofa to manufacturer specifications. 
Please feel free to contact me with questions or concerns. 
Mega Furniture Management

I have reviewed the response made by the business in reference to complaint ID 9930925, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The business has not resolved this issue. They did not contact me or setup anything to resolve this issue. They may responded just to get the Revdex.com off their backs but did not do anything. 

Regards,

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] 

Good afternoon,Here at Mega Furniture we take pride in the quality of our merchandise, and we strive for excellent customer service. Mr. [redacted] visited our Mega Furniture Goodyear store on November 30th 2014, and purchased a collection of furniture from us. Customer agreed to our refund...

and exchange policy at this time (attached). Mr. [redacted] received his delivery on December 6th, 2014 which included all of his merchandise except the mattress foundation. (attached is customer's signature that merchandise was delivered in good condition).  Customer was notified that his foundation was on back order and delivery could take several weeks during the holiday season. In a good faith effort to do right by our customer, we arranged for a personal delivery driver from the Goodyear store to deliver the Foundation around Mr. [redacted]' schedule. We reach out to Mr. [redacted] at the phone number ###-###-####, but received no response. I was able to get in contact with the customer with his contact information listed on Revdex.com. I offered Mr. [redacted] an in store credit of $100.00 to cover the delivery of his next purchase. I also informed customer we can have the furniture out to his home by the end of the week 01/10/2015. Customer has declined the delivery of his foundation and the $100.00 credit at this time. I also informed the customer if he does not wish to have his foundation, we can credit the cost of the foundation as well as the delivery, in the amount of $205.00 to his [redacted] financing. Mr. [redacted] declined this option as well, however, he understands they are still available to him at this time. We apologize for any misunderstanding or communication. We look forward to doing right by this customer and rectifying the situation. Thank you,[redacted]Customer Relationship ManagerMega Furniture USA###-###-####

To whom this may concern, I sincerely apologize if there have been miscommunication. Let me address these points one at a time. When I offered to give my best faith effort to have everything completed at the end of April, that was based off the best information given regarding the arrival of the replacement armless chair. When I spoke to Ms. [redacted] on March 30th, 2014,  she was not asking to return her merchandise, and stated she loves the sectional very much, which is why a refund was not discussed sooner. I am sending the Revdex.com a copy of the shipment of Ms. [redacted]' replacement armless chair to show that Mega Furniture did not lie to her about the arrival of her item. We tried to get it to her as soon as the manufacture would ship it. This shows we ordered the item immediately on March 30th, and [redacted] did not ship it to us until May 8th, and we did not receive off of the truck until May 11th. This is also the first I am hearing that her sectional is incomplete. Mega Furniture replaced everything we could (based on stock), and repaired her armless chair to be functional while waiting for the replacement. Ever since her completed technician appointment on April 4th (signed completion in good condition provided), everything on her sectional has been usable, and is not a safety concern. In addition, we refunded $200.00 on April 4th to Ms. [redacted] as a discount to her sectional.I would also like to address the claim that we gave her "used" merchandise. Occasionally, merchandise arrives to us from the manufacturer with small cosmetic flaws, i.e. Scuffs and scratches. Our technicians take care of these before the deliveries to customers. Ms. [redacted] noticed one small scratch smaller than one inch long, which had been repaired prior to her delivery, and claimed the item was used. Mega Furniture offered to bring her a different one, since she was unhappy receiving a repaired one. We complied completely, without hesitation. Therefor, I hope to lay rest the claim that we deliver used furniture, which we do not. In regards to the length of wait for her items to be completed, I discussed this with Ms. [redacted] on many occasions, including January 31st, February 23rd and March 30th. I explained that she purchased "special order items". Which means they do not stay in stock, and therefor we have to order these items individually for her. She has known this information for several months, and has still complied with service appointments, delivery exchanges, and ordering new pieces with no expense to her. As recently as May 14th, I spoke to Ms. [redacted] and arranged the delivery of her armless chair. I asked if this completed everything, and she said yes. I scheduled this exchange for Monday May 18th, and there was no discussion of refunding money. It was not until her significant other sent numerous text messages to a private work phone in complaint, that I reached out to Gabriela on May 16th, and she mentioned receiving a refund and picking everything up. I asked about why she scheduled the delivery with me two days ago, and she said that "after thinking about it", she wants a full refund. I tried to explain that this is a conversation that her and I should have had 4 months ago, before the merchandise was used in her home for so long, but Gabriela continues to demand a refund. Based on her wishes, I explained that we can return her merchandise , however, we can only offer her a prorated refund since she chose to use the merchandise while we arranged repairs and exchanges (arrangements she asked for). I offered to prorate the cost of her sectional, and refund her the amount  which is $810.65. This offer of $810.65 is open to Ms. [redacted] for 30 days from the date of offer, and expires on June 16th, 2015. We will not be charging Ms. [redacted] for picking up her furniture, this would be at the expense of Mega Furniture. If you have any father questions, please contact me directly,[redacted]Customer Relationship Manager###-###-####

To whom it may concern and the Revdex.com,In regards to our customers, these customers visited our Mega Furniture Arrowhead store on June 25th, 2015 and purchased merchandise based on their preferences. During the customer's purchase, they signed agreeing to our refund, return...

and cancellation policy. This has been attached for the customer, as well as Revdex.com review. In addition, our customers signed our delivery procedures, and technician policies. This has also been attached for the customer, as well as Revdex.com review. There is no record of this customer contacting the corporate office regarding his/her concerns. I have attempted to reach out to our customers on November 5th, 2015, and left a message on the number on file. If there is a defect in the manufacturing of the product, Mega Furniture will exercise the manufacturer's warranty to the full extent. However, if there is no defect, we would not be able to open a warranty claim. Mega Furniture believes in full transparency, and we disclose all policies at the time of sale. We apologize for any inconvenience. Please contact me if you have any farther questions, Mega Furniture Management602-688-8900

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

Tell us why here...To whom it may concern, and the Revdex.com,Mr. and Mrs. [redacted] (to be described as customer [redacted] for Revdex.com anonymity), came and purchased from Mega Furniture on April 25th, 2015. At the time of sale, customer [redacted] signed our terms of sale,...

including, "Seller makes no warranty beyond any written description itimized in this order. Such disclaimer does not effect manufacture warranty if any". Customer [redacted] was scheduled for delivery. Mega Furniture was able to deliver the merchandise after it became available from the manufacturer on May 15th, 2015. During delivery, customer signed that merchandise was received in good condition and customer would not claim damages later. Customer [redacted] first contacted us on September 2nd, 2015. Customer explained that the rocker recliner was no longer working. Based on discussions with our technician, the mechanism would need to be replaced. That same day, Mega Furniture placed a claim with the manufacturer for a replacement mechanism (the gears that support the chair while reclining). On September 3rd, 2015 we spoke to customer [redacted] and explained we were waiting for en estimated-time-of-arrival from the manufacturer and would contact the customer when we had an update. On September 7th, Mega FUrniture spoke to customer [redacted] again. The manufacturer of the merchandise ([redacted] Upholstery) had informed us this mechanism could take 2-3 weeks to ship via ground shipping. The customer became very distraught. After deliberation with management regarding this time frame caused by the manufacturer (not by Mega Furniture) Mega Furniture has decided to pay expedited shipping for the mechanism to take care of our customer more quickly. This is not customary and is only possible when the manufacturer allows it, and Mega Furniture is pleased that [redacted] Upholstery is allowing this for our customer [redacted]. The Mechanism arrived to Mega Furniture on Saturday September 12th, and Customer [redacted] is scheduled for a technician appointment today, September 14th, 2015. Customer [redacted] has expressed that this resolved his complaint, and Mega FUrniture looks forward to repairing our customer's recliner chair.Please feel free to contact me if you have any farther questions.Best Regards,[redacted]Mega Furniture