Mega Furniture

August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [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

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

Mega Furniture sincerely apologizes that we have not communicated more frequently with our valued customer. The Manager of the delivery department reached out to our customer on Saturday June 11th, and informed him the status of his loveseat. Mega Furniture has offered to reach out to our...

customer a minimum of once per week to ensure he is informed of when we anticipate receiving the loveseat from the manufacturer. Please feel free to contact me if you have any questions or concerns. 
Best Regards,
Mega Furniture Management

To whom it may concern and the Batter Business Bureau, Mega Furniture makes every effort possible to inform customers of our inventory process at the time of purchase. Our customer signed agreeing that merchandise is estimated based on the knowledge available at the...

time the order is written, and that Mega Furniture is not responsible to delays in merchandise caused by the manufacturer. Unfortunately, as with this case, the item produced by Ashley Direct, was delayed, and the estimated date for the container kept being moved back farther, and farther. Despite the signatures and agreement from the customer, Mega Furniture has offered a refund to our customer in order for her purchase another item for her home. This refund was processed on January 13th, 2016, and should appear on her statement within the next week. Please feel free to contact me if you have any farther questions or concerns. Mega Furniture Management6[redacted]

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

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

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]  

p.s.  It just seems sad we had to involve several agencies and it took a year for a simple fix.

Ma'am,

I apologize for the delay in my response, however I do believe I have come to a resolution for this situation. During the time of this complaint, there was a charge back lodged from [redacted]. We received a response yesterday stating this charge back was reversed. After our...

telephone conversation and some investigation into the situation, I would like to offer you a full refund in the amount of $1,920.74 on the [redacted] card the purchase was made with. I have informed the store not to contact you unless the contact is initiated by yourself. If you would rather myself contact you and then transfer you to the store, that is definitely an option as well. Please contact me if you have any questions or concerns. The phone number to reach me directly at ###-###-####.

Thank you for your patience and I sincerely appreciate the opportunity to assist you during this time.

Ms [redacted],

Ma'am as previously stated, this is a custom order and is not subject to cancellation. We are unable to refund this purchase because we have ordered a custom made sofa and chair for you, we have received the merchandise and we want to deliver to you. We currently have you scheduled for this Friday, March 7th.

Addressing the financing concerns, there are two accounts with [redacted] on your order. Only one of the accounts were funded due to receiving the bedroom furniture, mattress and box spring. The account that was funded covered the amount of this merchandise. The other account was not funded due to not receiving the living room furniture yet.

Regarding the discount requested in a measure of good faith, there was a balance of $130.99 on the account which I have removed from the account in an attempt to bring this account to good standing and to be able to deliver the merchandise to your home. With this discount, I hope to bring these issues to a close.

If you have any questions or concerns regarding this order, please do not hesitate to contact me directly as I am here to help.

Thank you,

CS Manager

Mega Furniture

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

To whom it may concern, 
Our store cameras have been pulled, and we apologize for any miscommunication during the in-store confrontation, because there was no visible violence depicted. We would like our public to know that our store managers are under high scrutiny for their treatment towards customers, and this issue was taken very seriously. We concluded our business with this customer with a full refund the same day, and our records do not show any physical intimidation or threat took place inside of our stores. Our company reserves the right for random drug testing, and we exercised our rights appropriately in this incident. If you have additional footage you would like to share with us, we will reopen the investigation and possibly reprimand farther. 
We appreciate your communication, and based on our camera footage and testing rights, we consider the issue closed.
Best Regards,
Mega Furniture Management

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, 
Mega Furniture takes customer relations and our customer satisfaction very seriously. Our customer purchased her [redacted] merchandise on 4-25-2015 and received delivery on 6-8-2015. Mrs. [redacted] first notified her of the pilling on her [redacted] fabric on...

5-26-2016. We immediately informed our customer of the policy, which includes confirming coverage with the manufacturer. Per [redacted] Manuf., fabric is not warranted for normal wear and tear (such as pilling), and is warranted on seam craftsmanship. The owner of [redacted] manufacturer even informed our customer of this on Thursday June 9th. However, with much communication and deliberation with [redacted] Manuf., Mega Furniture has convinced [redacted] to honor remaking these cushions for our customer. Our customer's main complaint if that we are not offering free cushions foam to exchange the entire cushions out for her during one delivery. We have informed our customer that since the foam is not defective, the cushions need to be returned for repair, and then picked up or delivered with a charge. Due to the age of this invoice, Mega Furniture does not have a free delivery service, but we have offered to reduce the delivery service to $50.00, which our customer has adamantly refused. In response to our customer's plight, Mega Furniture made arrangements to sew her cushions casings before her cushions are returned, so that the cores may be exchanged out at one sitting at the [redacted] Factory. According to the owner of [redacted], our customer has accepted this compromise. At this time, we are waiting for our customer's approval for the new fabric pattern, and then service will be completed.Please contact me if you have any questions. Best Regards, 
Mega Furniture Management

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. The customer has been contacted and we have informed the customer that we will proceed with the exchange...

of the chest. If you have any other questions or concerns, feel free to email or give me a call.

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]

In regards to the follow up comments on complaint: [redacted], unfortunately at the time the delivery was scheduled to go out to the customer's home our drivers found the merchandise was damaged. While we did try to contact the customer, we were experiencing technical difficulties and we were unable to reach her.

We would like to offer the customer the opportunity to go into our [redacted] location where she purchased to re-select the entire dining table set she purchased. She can do this at any time and speak with [redacted], the store manager who is very eager to help the customer find a dining set she will be pleased with.

Unfortunately, per our company policy there are no refunds so at this time I will not be able to authorize the refund of the customer's purchase.

For any further questions or concerns, please contact me directly.

Thank you,

CS Manager

Mega Furniture

Good Morning, Here at Mega Furniture, we pride ourselves in offering quality product at affordable prices to our values customers. Mr. [redacted] visited out Mega Furniture Arrowhead location on December 28th. Based on the criteria Mr. [redacted] was looking for, we helped him select...

furniture he would be happy with. Customer signed a purchase receipt, agreeing to our delivery policy, outlining an average 10-14 days for delivery, depending on the stock of the manufacturer. Mr. [redacted] received part of his delivery on January 7th, and the remainder of his merchandise on January 8th. Mr. [redacted] has signed receiving all merchandise in good condition. I have brought this to my attention, and this sales associate has been appropriately reprimanded for her behavior at the time of purchase. We have also done necessary instruction to the representatives responsible for misunderstanding our merchandise in stock. We are constantly improving our information sharing, and we apologize for any and all inconvenience. Please let me know if there are any farther comments or complaints to my direct email [redacted].Thank you for your business Mr. [redacted], and we appreciate your patience,[redacted]Customer Relationship ManagerMega Furniture USA

Absolutely horrible. Their customer service rep Julie Plascencia was not only rude but unprofessional. She actually told me how to put the plush back in pillows like she is talking to a 3 year old. I paid $3100.00 dollars for a couch . It got delivered dirty and the plush was out of the pillows. 2 of the pillows had the plush stock in the zippers. I will never buy from them again. For the money I spent I expected a lot more. Horrible quality, bad customer service and will never do business with them again.

[redacted]  [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,

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]

To whom it may concern, Here at Mega Furniture, we feel very empathetic for the situation our valued customer's are going through. However, as stated on their original signed purchase order, Mega Furniture only upholds the manufacturers warranty, at their digression. [redacted] Furniture does not offer a comfort guarantee on their furniture, and we encourage our customers to test our and try our merchandise fully before placing an order. However, I have spoken to [redacted] manufacturing. If the issue for our valued customers is their cushions, Mega Furniture can exchange the cushion cores for a firmer cushion density. This should help eliminate, or decrease the source of uncomfortably. Mega Furniture would be able to do this at minimal cost to the customer. For all six seat cushions, including delivery and installation, Mega Furniture can arrange this for $250.00. I have called our valued customer on November 25th, and left our call back number and hours of operation. We look forward to do everything we can to help our customer with this unfortunate pain. Please contact me if you have any farther questions or complaints. Best Regards, Mega Furniture Management602-688-8900

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.
This is the third repair and along with the fact that the item has been discontinued due to poor workmanship. I do not find a repair that is already under warranty by the manufacturer an acceptable resolution. The only way I can see this as acceptable is if the $100 store credit was applied to an extended warranty. I again do not see how a picked up item over an over priced delivery changes having a technician come to make the repair. The item was not damaged during transport this is a issue with quality. I would like the Revdex.com to look at other complaints involving the same model furniture with similar complaints on quality as I have found at least one other complaint on the same issues we are dealing with. Please feel free to weigh in on this as making two trips to the warehouse to return two out of three peices of a sectional is unexceptable for something the manufacturer should be covering.I also want to point out that before I filed this complaint I sent in pictures as requested to the CSR email and still have not heard back from them. This is the first response on the current issues. I do not feel a formal complaint is an acceptable requirement to get customer service to follow up with requests.  

   

????????Regards,