Mega Furniture

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]

To Whom it May Concern:I apologize for the inconveniences the customer has experienced however, the replacement chaise lounge was ordered and we are just pending the shipment from the manufacturer. The piece is estimated to ship out of [redacted] on the 17th (Wednesday) and we are expected...

to receive the container on Saturday (20th).The soonest delivery I have after Saturday will be Wednesday, September 24th.Please contact me directly for any further questions or concerns.Thank you,[redacted]CS ManagerMega Furniture[redacted]

To whom it may concern and the Revdex.com, 
This valued customer visited our warehouse on May 30th, 2016 and picked up his merchandise, opposed to purchasing delivery. When he picked up, this valued customer signed that his merchandise was received in good condition, and he...

would not claim damages later. A Copy of this signature is attached for the Revdex.com to review. After 72 hours, Mega received contact regarding his furniture has a crack, and his buffet was wobbling. Mega Furniture dispatched a technician (at no charge to our customer, of course) to inspect the reason the buffet is wobbly, as this is occasionally caused by the way it is assembled once taken out of the box. After the appointment, our technician reported the table top needs to be exchanged, and the buffet is wobbly due to the assembly. Mega Furniture contacted the manufacturer for the replacement table top to be shipped, and in addition, the manufacturer generously has offered to replace the customer's buffet as well!
Mega Furniture contacted our valued customer on June 18th, 2016 and informed him these items are not available to be picked up, and the pieces with issues can be brought back at no charge. We appreciate our customer's patience and communication, and trust this has resolved the issues, and can help him enjoy his beautiful furniture to the fullest!
Best Regards,Mega Furniture Management

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

To Whom This May Concern & The Revdex.com, Mega Furniture has considered this matter heavily. We apologize for the issues Mr. [redacted] was reporting. As of this moment we consider this complaint closed as we have helped Mr. [redacted] uphold his manufactures warranty to take care...

of the issues he was reporting. Mr. [redacted]’s service was completed on October 7th, 2016 and he is satisfied with repair. Please feel free to reach out to me with any questions or concerns. Regards, Christopher M[redacted] (Customer Relations Manager) [redacted]

Mr [redacted],I apologize for any inconvenience you have experienced with this purchase. Unfortunately, at the time of this purchase, the pieces you purchased were back ordered and took longer than expected from the manufacturer.At this time, I cannot authorize a refund of the...

delivery fee because delivery was completed on 2/12/14 and all the merchandise was delivered and signed for in good condition. However, I can offer you a $100 gift certificate to use toward any future purchases at any of our 9 Mega locations.If you have any questions or concerns, please do not hesitate to contact me directly.Thank you,[redacted]CS ManagerMega Furniture

To Whom it may concern,[redacted] purchased from our Mega Furniture [redacted] location on February 3rd, 2011, and received her delivery on February 9th, 2011. [redacted] purchased the "AC PACIFIC Bruno" Sofa And Love seat Collection in white. The manufacturer of this merchandise comes with a...

one year warranty on fabric defects. As with all companies, wear and tear over the course of several years is not covered under warranty. Please see attached copy of warranty provided by the manufacturer of the merchandise. If [redacted] is interested in having her merchandise picked up at no charge and discarded, there is a wonderful program called Habitat for Humanity. They pick up furniture at no cost and recycle to families in need. This is a program Mega Furniture uses, and will fit the need [redacted] is looking for perfectly. Please visit this link, [redacted]If you have any farther questions, please contact me directly. Thank you,[redacted]

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.
The sectional that was delivered was not the same as the one I sat on in their store. I believe that they built an enhanced, better support and padding, for the show room but deliver a much lower quality product. The seating frame would not break or the chair would not give way so that the person is leaning, setting at a 40-45 angle after such a short time otherwise. The leaning seem to start within 2 weeks of setting on the furniture. The other items that I listed in my email were just and indication to the quality and attention to detail in their manufacturing process.
I never used any profanity, unless you consider the word "crap" that I used to describe their products.
Every time I asked for a refund they reminded me that I signed a contract, but that goes both ways. They promised a quality product but did not deliver one.
I asked Ray, the salesman, "is this material leather?" He replied with "It is cotton backed leather". He never tried to explain the difference between real leather or a bonded leather. Later when I called  customer service, one  lady told me that it was a vinyl,  while  another at a different time mentioned bonded leather.
I had purchased the extended warranty for $100, but what they do not disclose is that there will be a $45 transportation fee for every time they take a piece back to the warehouse for repair. I had the sectional in my home for two weeks when the seats were leaning and  later one completely broke and I was suppose to pay these guys to pick it up and repair it?
They delivered an inferior product compared to what was in the showroom. After reviewing the other Revdex.com complaints it occurred to me that they had to resort to the No refund, No exchange, 40% restocking fee in order to badger their customers in to keeping what was delivered. It's the Mega Way.

Regards,

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]

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, 
This valued customer visited our warehouse on May 30th, 2016 and picked up his merchandise, opposed to purchasing delivery. When he picked up, this valued customer signed that his merchandise was received in good condition, and he...

would not claim damages later. A Copy of this signature is attached for the Revdex.com to review. After 72 hours, Mega received contact regarding his furniture has a crack, and his buffet was wobbling. Mega Furniture dispatched a technician (at no charge to our customer, of course) to inspect the reason the buffet is wobbly, as this is occasionally caused by the way it is assembled once taken out of the box. After the appointment, our technician reported the table top needs to be exchanged, and the buffet is wobbly due to the assembly. Mega Furniture contacted the manufacturer for the replacement table top to be shipped, and in addition, the manufacturer generously has offered to replace the customer's buffet as well!
Mega Furniture contacted our valued customer on June 18th, 2016 and informed him these items are not available to be picked up, and the pieces with issues can be brought back at no charge. We appreciate our customer's patience and communication, and trust this has resolved the issues, and can help him enjoy his beautiful furniture to the fullest!
Best Regards,Mega Furniture Management

Ma'am,

I do apologize for the inconveniences you have experienced with this purchase. I personally submitted the refund adjustment yesterday and followed up with [redacted] today. They informed me the amount of $79.95 has been credited to your account and will take approximately 4-5...

business days to be deposited in the account they have on file.

If you have any further concerns, please contact me directly as I am here to help.

Thank you,

CS Manager

Mega Furniture

###-###-####

[redacted]@megafurnitureusa.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,[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.]I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

To whom it may concern and the Revdex.com, Mega Furniture cannot apologize enough for the lack of communication that we have had with this customer. This customer has been informed of the miscommunication regarding the three barstools that were in stock, but "not for him"....

This was due to those barstools being repaired because they came from the manufacturer damaged. Mega Furniture is very apologetic for not explaining this to our customer sooner. I have been in contact with this customer on a semi-daily basis and am currently working with him to replace the table top in his home, or repair his current one for an additional discount on the price he has paid. We look forward to following his lead on the options available, and taking care of this issue. Please feel free to contact me if you have any questions or concerns, 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

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,

Yes, we did pick up some of the merchandise we purchased,

and signed for it, on May 30th. We were told the buffet was on

order, and wouldn’t be in for at least another week. However, the furniture we

did receive was all in boxes, so it was impossible to verify that it was in

“good condition”. The only way to verify the furniture was in good condition

would have been for them to open each box, and assemble the furniture at the

warehouse so it could be inspected there. Since that was not given as an

option, the fact that they require their “valued” customers to sign that paper

is very misleading on the company’s part.

We called them two days later to let them know that four of

the chairs were very wobbly, and that the rubber bumpers on the bottom were

broken. They told us to bring them back to the warehouse the following Saturday

to exchange them. When we arrived on Saturday for the exchange, the buffet we

purchased had also arrived, and so was picked up as well. Upon bring the

furniture home, and unboxing it, we found that the replacement chairs were just

as wobbly, if not more so, than the originals. The buffet was even more wobbly

than the chairs. We called Mega Furniture again two days later to let them

know. They said they would send someone to our house the following Saturday to

fix the issues.

Mega Furniture did send someone out to our house. However,

when the gentleman showed up, he stated he was not there to fix anything, but

rather "just to take pictures" of the furniture, and that someone would call us

back on Monday to let us know what they were going to do. We did not receive a

call on Monday, or Tuesday. They did later offer to replace the inferior

furniture, but only after we had filed the complaint with the Revdex.com. However,

they will not deliver the new replacement furniture to our home unless we agree

to pay a $50 delivery charge. Since we have already driven to their warehouse

twice to pick up the merchandise we had ordered, and to replace four of the

chairs already, we did not feel this was a fair solution. We are asking Mega

Furniture to stand behind their merchandise, and either replace the furniture,

at no charge to us, or to refund our money.

To whom it may concern, 
Mega Furniture takes these accusations very seriously, and we apologize for the experience our customer describes. The day of this incident, Mega Furniture refunded our customer's entire order, and made an incident report on file when the store when we asked...

our customer to please leave. We apologize for this experience, and wish our customer the best with his future furniture purchases. Best Regards, 
Mega Furniture Management

Mr and Mrs [redacted],I have a copy of your warranty registration packet from GBS. This packet goes over exactly what is and isn't covered by the GBS warranty. I will have this copy ready and waiting for you when the table is brought to our warehouse for repair.The cocktail table will be repaired or replaced to good condition.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture