Mega Furniture

August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office [redacted] was...

provided with moving help services in the amount of $543.95 paid for by U-Haul to cover the delivery and unloading of her U-Boxes.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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.

There was no solution presented.  All they stated was that they have the furniture.  No effort whatsoever has been made to come up with an amicable solution.  Mega Furniture broke the terms of the contract by attempting to take money out of my Bank Account prior to me receiving ALL furniture as promised.  In addition, they promised me and the Finance Company an updated invoice, reflecting price changes to the order.  to date, it is still the original order.  What I find most annoying is that there was no furniture to found until a complaint to the Revdex.com wail filed.  Further, no actions have been taken to make a "good faith" offer, in the spirit of good Customer Service. No offer for price reductions, free delivery, anything.  If Mega can unilaterally choose to alter the terms of their contract to suit them, then they can go ahead and cancel the order to please the customer.

I await your latest proposal.

Regards,

[redacted].]

After repeated attempts to get Mega Furniture to even return my calls with no result, I turned to Revdex.com. Very shortly afterwards, Mega Furniture responded and made the repairs they had promised to make within the one year period of time. It is so unfortunate that consumers have to resort to filing complaints with Revdex.com in order to get promises fulfilled. It would have been so much better if they had just done their job. Now there is a bitter taste left in my mouth for Mega Furniture and I will never take my business to them again.
Thank you Revdex.com,

[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.]

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,

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. We have exchange the dresser on Dec 7th 2014. If you have any other questions or concerns, feel free to email or give me a call.

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. We are sorry to hear that the customer is displeased with the handling of the issue....

The customer purchased a 5 year warranty that covers an array of damages. Unfortunately, damage to the structure or to the frame is not one of the things that the purchased plan covers. The customer received a copy of the general terms and conditions of the protection plan upon registration. In said document there is a list of damages the plan covers and exclusions. Mega Furniture is not liable for any damages not covered by the protection plan.If you have any other questions or concerns, feel free to email or give me a call.

To whom it may concern and the Revdex.com,
To better explain the previous response, our customer Mrs. [redacted] was emailed on August 20th, 2016 informing her that the manufacturer deemed the alignment of her backrests to being within the margin of normal, and was not a defect in manufacturing. Since each item potentially reclines or is stationary, the backrest needs to be able to move freely and is not one continuous build. In addition, we informed Mrs. [redacted] that the one USB port was delivered as it is displayed on the showroom floor at the time of selection. Mega Furniture suspects there is a misunderstanding because the previous model of furniture (from a different manufacturer) before this set has two USB ports. However, Mrs. [redacted] was aware she selected a different model of furniture from a different manufacturer. This sectional is displayed and delivered with only one USB port. 
Since this email was sent on August 20th, 2016, Mega Furniture has not received any photographs or claims of new damages covered under warranty. We sincerely appreciate Mr. and Mrs. [redacted]'s patronage. Mega Furniture has offered very specific non-kosher treatment outside of the realm of normal for our customers, including discounted refunds, additional price discounts not applicable in store, Free deliveries, and Full in-store credits. Mega Furniture will continue to assist with any structural damages covered by warranty within the warranty coverage period. 
Best Regards,
Mega Furniture Management

To whom it may concern and the Revdex.com, 
Mega Furniture sincerely apologizes your delivery was delayed to 5:30 pm on November 3rd, 2016. Sometimes previous deliveries get held up by customers, traffic, and roadways. We are glad to have had your delivery completed on November 3rd, 2016 at...

5:30, and appreciate the positive feedback left on November 4th with Michelle at 10:15 am! Mega Furniture is also apologetic that sometimes the original estimated delivery dates for merchandise is delayed based on manufacturers scheduling, stock on hand, and availability of transportation. We make every attempt to include this information in your signed contract at the time of purchase, for full transparency and customer awareness. Mega Furniture offered the second, split delivery as a convenience based on the circumstance of waiting for everything to arrive from the manufacturer. However, based on the volume of customers, Mega Furniture is not able to offer kosher deliveries in more frequent intervals. We hope our customers understand that this helps keep delivery wait-times minimal, and estimated arrival times as accurate at humanly possible. We very much appreciate our customer's feedback, and hope she enjoys her furniture for years to come!
Please feel free to contact me if you have any questions or concerns,
Mega Furniture Management

To whom this may concern,Customer [redacted] visited our Mega Furniture [redacted] location on April 5th, 2015 and purchased furniture based on his preferences. During purchase, customer signed our Refund, Cancellation and Exchange policies (please see attached for Revdex.com review). This customer received...

delivery on April 4/8/2015 for most of his items, discounting one EASYREST TXLFN- GEL LUX LOW PROFILE. After delivery, Customer called our Customer service support center about the missing item from his order. Unfortunately this item was not in stock. Based on this inconvenience to the customer, we contacted customer [redacted] on April 14th, and refunded the monies back to him to rectify this situation. I reached out to this customer [redacted] again on April 15th, 2015 to make sure his situation was settled, and he agreed he is satisfied with the refund offered. If you have any farther questions, please contact me directly. Best Regards,Kaycee Y[redacted]Customer Relationship Manager Mega Furniture LLC[redacted]

To whom it may concern and the Revdex.com,
Ms [redacted] purchased a selection of furniture based on her needs on...

September 1st, 2016, and received delivery on 9-15-2016, and a detailed installation on 9-21-2016. Our customer signed agreeing delivery and installation was completed in good condition on September 21st, 2016.,
After receiving and having her mattress, Miss [redacted] contacted Mega Furniture to return her items. After discussions about her having used her items and them no longer being considered new, Mega Furniture mentioned the possibility of a 20% restocking fee, however, our customer adamantly declined our offer, which is why nothing was ever agreed to in writing or with a signature. With our customer’s adamant denial, our policies legally go based on the contract signed by our customer on September 1st, 2016, since this is the last mutual agreement with signature with our customer. As time has passed, Miss [redacted] continues to use the mattress and base she purchased on September 1st, 2016. Mattresses come with sanitary standards, which is why Mega Furniture does not sell or deliver used Mattresses to our customers. All of our mattresses are new, and come with verified law tags and disclosures. Mega Furniture implements our return” policy for the purpose of full transparency at the time of purchase. Miss [redacted] accepted the delivery of her merchandise, and has since continued to use this mattress, making it unable to be returned at this juncture.Mega Furniture appreciates our customer’s business, and we look forward to assisting our customer if she has any questions of concerns during her warranty period. As she agreed to at the time of purchase, no refund or exchange can be offered on the mattress accepted by our customer on September 15th, 2016.
Please feel free to contact me if you have any questions or concerns,
Mega Furniture Management

On September 29, 2016 I accepted the arrangement from Mega Furniture through Revdex.com:  to have a technician come and replace the broken part from the sunk in sofa to have it fixed.  I called Mega Furniture on September 29th at 9:18 am to set up an appointment.  I was sent to voicemail and left a detail message for Christopher M[redacted] about why I was calling (to set up an appointment to have a technician come out and fix my sofa).  I left my phone number where I could be reached.  I had not heard back from Mega Furniture, so I decided to call Revdex.com again.  I spoke to Jasmine on October 5th only to find out that my case was closed.  My issue has not been resolved.  I would like for Revdex.com to speak to Mega Furniture on my behalf, because Mega Furniture never returns my calls and it's a he said she said issue.  At this time I would like my issue to be resolved.  Never since I have had this issue has Mega Furniture called me or left messages for me.  Mega Furniture claims that they have tried to contact me, that is not true.  It's been almost three months now since I've been trying to resolve this issue.  My first phone call to Mega Furniture for this issue was on July 23,2016.  I have called a number of times and left messages and no one has called me back.
 

email- [redacted]

In attention of Revdex.com and our valued customer,We sincerely apologize for the miscommunication we had between the stores and the delivery team. We recognized the issue, and was able to deliver the aforementioned customer's furniture on December 16th, 2014 with a personal Delivery driver, Randy....

Our customer did sign the attached acceptance of delivery that he was satisfied with the delivery. Thank you,[redacted]Customer Relationship Manager

I bought a love seat and recliner at the new mega furniture store at [redacted] on 11/7/14 was told it would be ready for pick up on 11/17. called them before leaving they said order not in this went on couple weeks, now 12/2/14 called still not in,said couple more weeks more.told them my deep disappointment and will not ever buy from them again wish I would have checked Revdex.com before I bought cant wait to actually see how long it takes to get my stuff and if its of good quality

To Whom This May Concern & The Revdex.com, For complaint ID #[redacted] Mega Furniture considers this matter closed. Mega Furniture offered Mr. [redacted] the sectional at the discounted price he requested back in May of 2016. Mega Furniture delivered his new sectional to his...

home and he has not contacted us with any issues. Please feel free to contact me with any questions or concerns. Regards,Christopher M[redacted]Customer Relationship ManagerMega Furniture [redacted]Phoenix, AZ 85009###-###-#### ###-###-#### Fax

To Whom This May Concern & The Revdex.com,   Mrs. [redacted] called Mega Furniture Customer Service on August 20th, 2016 to report that one of the seat cushions on her...

Sofa has sunken in. On that phone call Mega Furniture requested photos from Mrs. [redacted]. Mega Furniture received Mrs. [redacted]’s photos that afternoon after business hours.  On August 24th, we tried to contact Mrs. [redacted] to inform her that we have ordered the replacement seat cushion from the Manufacture, per the manufacture the part is coming directly from the factory in China. Mega Furniture was informed from the Manufacture that the part would take 6-8 weeks for us to receive. Mega Furniture then tried to contact Mrs. [redacted] to inform her of her options (% off  to keep as is or wait for part.) Since then we have received Mrs.[redacted]’s replacement seat cushion and would like to set Mrs. [redacted] up with an in home technician appointment to take care of her issue.   Mega Furniture has had no contact with Mrs. [redacted] since we have not received any call back. We encourage Mrs. [redacted] to contact Mega Furniture Customer Service at [redacted] option 9 to schedule her technician appointment. Please feel free to reach out to me with any questions comments or concerns.   Regards,   Christopher M[redacted] Customer Relations Manager  Mega Furniture

To whom it may concern and the Revdex.com, We understand the request that our customer is taking. However, we do have a set of policies that are given to the customer at the time of purchase. Mr. [redacted] signed agreeing that Mega Furniture has no refunds, no exchanges, and no cancellations. We also inform the customer that We uphold the manufacturer's warranty at their discretion only. I have attached a copy of Mr. [redacted]'s signature for the Revdex.com to review. It is very unfortunate when furniture gets broken, but, we are happy to say that this brand comes with a limited lifetime frame warranty, and upon approval, we can offer a full in store credit to purchase something more to Mr. [redacted]'s liking. However, as he agreed when he purchased, Mega Furniture offers no refunds. If Mr. [redacted] would like a refund, he did also sign to an option to receive a refund after the restocking has been paid. This is due to the fact that the manufacturer will not submit credit Mega is unable to show that a replacement was administered. This is a safeguard put in place to make sure Mega is not asking for refunds, and then not passing them onto customers. If We do not replace or offer In store credit, then the warranty claim is closed. Which results in a restocking charge, as agreed to in writing. We look forward to fighting for this approval, and getting brand new merchandise in Mr. [redacted]'s home, and minimal to no charge to him! All at the manufacturer's discretion. Please feel free to contact me if you have any questions or concerns, Mega Furniture Management [redacted]

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. The manager Ray Garcia was very nice and VERY accommodating. With that said, it's unfortunate that anyone would have to make 15 phone calls, file a complaint with Revdex.com and wait for 2 weeks to get satisfaction. I love their inventory and would shop there again, I would just be very careful and double check everything I buy to make sure there are no flaws.

Regards,

[redacted]

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

To whom this may concern,This customer [redacted] visited our Mega Furniture Metro location on June 28th, 2014 and purchased furniture according to his preferences. At the time of purchase, customer 105225 signed our refund, return, and exchange policies. This customer received delivery on July...

1st, 2014, and signed that his merchandise was received in good condition, and he would not claim delivery damages later. We first had communication from customer [redacted] on July 12th, 2014, in which customer stated his reclining chair did not feel level. Based on the customer's description of a recliner that is meant to rock/glide/recline, we requested photographs to assess the situation. We received photographs on July 15th, and based on the pictures the customer sent (please see attached for Revdex.com review), the recliner was working properly. We tried explaining that what the customer was referring to was caused by a gliding recliner that leans back. However, the customer claims that This recline was not normal. Therefor, to ease the customer's concerns, we decided to replace the entire internal mechanism, at no charge to the customer. Customer was scheduled for an appointment for August 4th, and customer confirmed the appointment, but there was no answer at the door. We finally were able to reschedule for August 30th, and our technician exchanged the entire mechanism for this customer. After this appointment was complete for the customer, he continued to call stating it leaned too far back. We consulted the manufacturer of the furniture, as well as our technician, who stated this item was repaired completely, and even made a note that the previous mechanism was not damaged in any way. We attempted to describe to our customer the proper way to use a GLIDING recliner, and he insisted we refund his monies. After discussing that he agreed to our refund policy, I did continue to offer a technician if something were to ever manifest from normal use, but customer would not agree. The last communication we had with customer [redacted] was in November 2014 when he continued to ask for us to refund his monies, or replace his chair. The manufacturer had declined the claim because this merchandise was confirmed to not be broken, and the tipping is caused by misuse. This recliner is a gliding recliner, exactly like the model in the showroom, and therefor it will lean back farther then a standard rocking chair. The customer does not accept this. At this point, Mega Furniture did offer the technician at no charge, and replaced the entire internal mechanism at no charge as a precaution. The technician has deemed this merchandise is in working condition, and we have tried to explain to customer [redacted] how to properly use this furniture so that it does not tip. In regards to the loveseat, this is the first communication I have had regarding this. I have contacted all numbers on the account and left multiple voice-mails. Mega Furniture is happy to offer a technician appointment at no charge to discuss his loveseat, and even take another look at the chair. It is our wish that customer [redacted] enjoys his purchase, and that we ensure his merchandise is still in good working condition as long as the warranty is in effect. If you have any farther questions, please contact customer service. Best Regards,[redacted]

To whom this may concern and the Revdex.com, This Mega Furniture customer, [redacted] (will be called customer [redacted] for Revdex.com anonymity) visited our Mega Furniture Indian School road location on January 25th, 2014 and purchased a selection of items based on her...

preferences. One of these items was the Corsicana Sienna Pillow top mattress. This mattress comes with a manufacturer's warranty of five years, four of which are prorated. Customer [redacted] contacted Mega Furniture on May 1st, 2015 and reported that her mattress was sinking in and causing discomfort. Mega Furniture updated our customer's address, and informed her we would be sending an inspector out to measure the "sink" of her mattress (known as the body impression of a mattress). Precise Mattress Inspection scheduled this inspection with the customer for May 18, 2015. After this appointment, we received the inspection results from P.M.I. and this mattress was deemed to be within body impression tolerance (therefore, not covered as a defect in warranty). Please see attached copy of the inspection report, which shows the lowest impression on her mattress is  1.5 inches. However, during this conversation, we informed the customer that the inspector made a note that the frame holding up her mattress is not providing sufficient support. This can cause a mattress to sink because the foundation is not properly there. We informed the customer of this on May 28th, 2015, but customer [redacted] said he/she is positive it is the mattress, and requested we send a different technician out for a second opinion. Mega Furniture resubmitted the inspection request to Precise Mattress Inspection on May 28th, 2015 and requested a different individual inspect the quality of the mattress. P.M.I scheduled these customers for July 6th, 2015. This report was uploaded online for Mega Furniture to review on July 13th, 2015. On July 13th, Mega Furniture saw that the second report shows the same body impression, which is no greater than 1.5 inches (within tolerance, therefore, not covered as a defect in warranty). The same notation was made regarding the frame of the bed providing insufficient support. However, when we discussed this with customer [redacted], all he/she requested was a copy of the report. This report was mailed out on July 13th, 2015 to the address provided by customer 94198. Since this date, we have not heard any communication from these customers. Mega Furniture is wiling to work with our customers to repair the bed they have (not under warranty with Mega Furniture), for a nominal charge. Otherwise, this work can easily be done by our customers. All the would be required to repair the support to their bed would be two (2) additional slats running width-wise across third bed, with support extending from the slat to the floor. This would cost anywhere from $12 - $18 at a home improvement/lumber store. With that being said, there is nothing defective about customer [redacted] mattress; the issue is with his existing bed frame (which has no warranty with Mega Furniture). Mega Furniture offers full transparency when purchasing, and at the time of sale, Mega Furniture disclosed, "seller makes no warranty beyond any written description itemized in this order. Such disclaimer does not affect manufacturer warranty, if any". With this being said, Mega Furniture was willing to cover two appointment for customer [redacted], and we are offering to send our technician to reinforce the support on his bed for the charge of our technician. Otherwise, our customer can choose to do this repair, and the issues with his mattress will greatly improve. Please contact me if you have any farther questions or concerns, [redacted]Customer Relationship ManagerMega Furniture LLC[redacted] 
A quien pueda interesar y el Revdex.com,Este cliente de Mega Furniture, Teresa Castañeda (se llamaría cliente [redacted] para anonimato de Revdex.com) visitó nuestro Mega Furniture ubicacion de Indian School Rd el 25 de enero de 2014 y compró un selección de productos basados en sus preferencias. Uno de estos elementos era el colchón Corsicana Sienna. Este colchón viene con una garantía del fabricante de cinco años, cuatro de los cuales son prorrateados.Cliente [redacted] contactarse Mega Furniture el 1 de mayo, 2015 y reportó que el colchón se hundía y causando incomodidad. Mega Furniture actualiza la dirección de nuestro cliente, y le informó que estaríamos enviando un inspector a cabo para medir el "sumidero" de su colchón (conocida como la impresión de cuerpo de un colchón). Precise Mattress Inspection programado esta inspección con el cliente para el 18 de mayo de 2015. Después de esta cita, que recibió los resultados de la inspección del PMI y este colchón se consideró dentro de la tolerancia de impresión de cuerpo (por lo tanto, no están cubiertos como un defecto en garantía). Consulte copia adjunta del informe de inspección, que muestra la impresión más bajo en su colchón es de 1.5 pulgadas.Sin embargo, durante esta conversación, informamos al cliente que el inspector tomó nota de que el marco de su colchón no está proporcionando el apoyo suficiente. Esto puede hacer que un colchón se hunda porque la fundación no es adecuadamente allí. Nos informaron al cliente de esto el 28 de mayo de 2015, pero [redacted] clientes, dijo que él / ella es positivo es el colchón, y pidió que le enviamos un técnico distinto a cabo una segunda opinión.Mega Furniture volvió a presentar la solicitud de inspección a Precise Mattress Inspection el 28 de mayo, 2015 y solicitó un individuo diferente inspeccionar la calidad del colchón. PMI programado estos clientes para el 6 de julio de 2015. Este informe fue subido en línea para Mega Furniture para revisar el 13 de julio de 2015. El 13 de julio, Mega Furniture vio que el segundo informe muestra la misma impresión de cuerpo, que no es mayor de 1,5 pulgadas (dentro de la tolerancia, por lo tanto, no están cubiertos como un defecto en garantía). Se tomó la misma notación con respecto el apoyo estructura de la cama fue insuficiente. Sin embargo, cuando hablamos de esto con el cliente 94198, todo lo que él / ella pidió fue una copia del informe.Este informe fue enviado por correo a cabo el 13 de julio, 2015 para la dirección proporcionada por el cliente 94198. Desde esta fecha, no hemos escuchado ninguna comunicación de estos clientes. Mega Furniture está ¡dispuestos a trabajar con nuestros clientes para reparar la cama que tienen (no en garantía con Mega Furniture), por un cargo nominal. Si no, este trabajo se puede hacer fácilmente por nuestros clientes. Todo el se necesitaría para reparar el apoyo a su cama sería de dos (2) listones adicionales corriendo a lo ancho a través de una tercera cama, con el apoyo que se extiende desde la lámina al suelo. Esto costar entre $ 12 - $ 18 en una tienda de mejoras para el hogar / madera.Con eso se dice, no hay nada defectuoso sobre el colchón de el cliente 94198; el problema es con el marco de la cama existente (que no tiene ninguna garantía con Mega Furniture). Mega Furniture ofrece una total transparencia en la compra y en el momento de la venta, Mega Furniture revelada, "vendedor no hace ninguna garantía más allá de cualquier descripción escrita detallados en este orden. Dicha renuncia no afecta la garantía del fabricante, en su caso". Con esto se dice, Mega Furniture estaba dispuesto a cubrir de dos citas para el cliente 94198, y estamos ofreciendo para enviar nuestro técnico para reforzar el apoyo en su cama para el cargo de nuestro técnico. De lo contrario, nuestro cliente puede optar por hacer esta reparación, y los problemas con su colchón mejorar en gran medida.Por favor, póngase en contacto conmigo si usted tiene cualquier pregunta o preocupación más lejos,[redacted]Customer Relationship ManagerMega Furniture LLC[redacted]