Mega Furniture

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 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, 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: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]

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,[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]

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 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]

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 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 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, 
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

[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, I have reached out to Mr. [redacted] and I feel there was miscommunication in the past with other Mega Furniture representatives. Some of the current issues that Mr. [redacted] describes are still covered under warranty. I have reached out...

to our customer, and we have currently opened a claim, and hope to be able to help Mr. [redacted] at the discretion of the manufacturer. Mr. [redacted] expressed that he is satisfied with us offering to help with what is still covered under warranty. Please feel free to contact me if you have any farther questions or concerns, Mega Furniture Management[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 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###-###-####

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

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[redacted]@megafurnitureusa.com

To Whom it May Concern:

I acknowledge the customer is not satisfied with the action however, the customer did not contact our customer service department until after the manufacturer's warranty was expired.

The customer has requested in her response for us to contact the manufacturer. I am more than happy to do this however, since the merchandise is over a year old and is out of the manufacturer's warranty, the customer would need to pay for replacement pieces as previously stated.

For any further questions, please contact me directly.

Thank you,

CS Manager

Mega Furniture

Ms [redacted],

I apologize for the inconveniences you have experienced with this purchase. The mattress is at our Metro location and per the manager, [redacted], he has attempted to contact you to inform you of the mattress being at his store and ready for pick up or delivery. You can contact...

the store directly at ###-###-####.

Regarding compensation, according to my records, we have given back the delivery fee as well as an additional $50. At this time, this is all the compensation we are going to be able to refund to you.

If you have any further questions or concerns, please do not hesitate to contact me directly.

Thank you,

CS Manager

Mega Furniture

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[redacted]@megafurnitureusa.com

Mr [redacted],

It is my understanding the store where you purchased from has already refunded the amount of your purchase minus the applicable fees.

To my knowledge, this issue has been resolved at the store level.

If you have any further questions or...

concerns, please do not hesitate to contact me directly.

Thank you,

CS Manager

Mega Furniture

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[redacted].com