Mega Furniture

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 It May Concern:

We have contacted this customer and have scheduled delivery of the new sofa on Tuesday, July 8th per the customer's request.

Thank you,

Jessica

CS Manager

Mega Furniture

(602) 688-8900 x211

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[email protected]

I apologize for the inconveniences experienced by the customer however the policy of Mega Furniture is to provide a Manufacturer's Warranty, not a Dealer's Warranty. The merchandise is covered under Manufacturer's warranty and the customer service representative is working through the process of the...

claim per the manufacturer's specification.This being said, I recognize the need for correctly working merchandise. I am willing to replace all 7 pieces for the customer, free of charge, however once the pieces are replaced the manufacturer's warranty will be voided and the customer will be required to go through GBS for any further claims as this is the extended 5 year protection plan the customer purchased with her merchandise.For scheduling and any further questions, please contact me directly.Thank you,[redacted]CS Manager

Ma'am,I apologize for any inconvenience you have experienced during this purchase from our company. It is our understanding this situation has already been resolved by the store manager where you made this purchase.If you have any questions or concerns, please contact me...

directly.Thank you,[redacted]CS ManagerMega Furniture

To Whom it May Concern:On January 27, Ms [redacted] went into our Scottsdale location and completed a purchase with one of our sales associates. At the time of purchase, Ms [redacted] signed our invoice that states "All Sales are Final. No Refunds and No Exchanges." This policy also states...

there is a minimum fee of 40% of the purchase price will be assessed if the cancellation is approved by Mega Furniture.Also at the time of purchase, the credit application for ** was signed as well as the signed contract for the amount of $1500. These documents are available upon request.At this time, we have made an exception to our policies and processed the refund to the customer's ** account for the amount of $1500 and this complaint has been taken care of time.If you have any questions or concerns, please contact me directly at the information listed below.Thank you,[redacted]CS ManagerMega Furniture###-###-####[redacted]

This business has yet to follow through on any commitments. Until all is resolved to my satisfaction I will not remove this complaint. I want the barstools undamaged to be delivered and in my home. The table top is not awaiting my decision. I'm waiting for Mega Furniture to contact the manufacturer for alternatives on a new table top. Given the history thus far I do not trust Mega Furniture.

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

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

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

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

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]

Mr and Mrs [redacted],

I apologize for the inconveniences you have experienced while waiting for our customer service department to take care of your pending issues. I have attempted to reach you via telephone and I have not be able to reach you. We would like to schedule to pick up your...

sofa and chair. We would then need 7 business days to complete these repairs and have the merchandise back to your home.

Please let me know what day would work for this pick up and I will get it scheduled. Should you have any further questions or concerns, please do not hesitate to contact me directly.

Thank you,

CS Manager

Mega Furniture

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

Ma'am,

[redacted] is a third party protection company Mega Furniture has partnered with and they handle their own claims on merchandise. At the time of registration, a copy of the warranty paperwork was mailed out to your home. This paperwork covers exactly what is covered and what is not...

covered by their company.

I looked over the claim filed with [redacted] and it states there are rips all over the sofa. The representative then requested pictures of the damage. I do not see these photos on file however, if it was rips - this is covered by [redacted]. However, [redacted] only covers accidental damage and not normal wear and tear.

At this time, [redacted] has fulfilled their warranty and the merchandise is no longer covered under manufacturer's warranty. As an act of good faith, if you would like to email pictures of the damage to me, I will see if the parts are still available to fix this merchandise however there would be a $45 charged to send my technician out to your home since the merchandise is out of warranty. This would also be the only service I could provide unless you would like to contact [redacted] to see if they will still cover the claim.

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

Thank you,

CS Manager

Mega Furniture

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.
Mega furniture is claiming they have resolved the complaint. Not true. They claimed they'd pay me and fix my couch. I took a day off work when the techs were scheduled, and they never showed. I also didn't get my money from it either. Please call me back [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.  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 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 informed the customer that we will proceed with the exchange of the...

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

I spoke to a representative at mega furniture by the name of Kayce, she apologized that other representatives did not call me back or take care of my issues and concerns, I explain to Kayce that I did not like the furniture that I bought, based on the quality and the multiple problems of the couch breaking being uneven Frame being wobbly excetera. I let her know that I was very dissatisfied with my purchase and wanted a refund, she explained to me because the couches under warranty I could not receive a refund, and the manufacturer of the couches would most likely do an exchange, but because my couch is now discontinued, she can only give me, if the manufacturer discretion is to replace the couch, she can only give me a store credit. I would not like a store credit because of the first transaction I made with this company having faulty couches and no one to help resolve my issues. She also said if a store credit is issued, & I would not like to use it she can give me a refund for my couches had a 40% less restocking fee. I am unhappy that the company charges a 40% restocking fee. I hope that mega furniture will do the right thing and just refund me the money I paid for the couches, and remove the couches from my property. I sent them pictures of the couch descriptions and everything that the representative had asked of me. Once again I hope this company mans up and returns my payment for a full refund so I can move on with my life and purchase new couches elsewhere. But for right now I have to go through the bureaucracy and all the trouble of what the company requires for me to qualify for some type of refund, I will continue to jump through hoops, until this issue is resolved, mega furniture please help me out and refund me the money, thank you sincerely Mr [redacted]

Mr and Mrs [redacted],I apologize for the inconveniences you have experienced with Mega Furniture. If you bring the table back to the main warehouse at [redacted] between the hours of 12 to 5PM any day except for Sunday or Tuesday, I would be more than happy...

to have your table properly repaired.If you have any questions, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture

To whom this may concern/Revdex.com,Customer [redacted] (originally listed as their mother) came and visited our Mesa location on  November 26th, 2011, and purchased the aforementioned furniture. Customer received merchandise in good condition, and signed agreeing. One of the...

items purchased was a 5 year accidental protection plan against accidental damages. This customer's children called our store on 4/17/2015 and said they called [redacted], and there was a problem with their warranty. After investigating, Mega Furniture recognizes and sincerely apologizes that this customer's 5 year extended warranty was accidentally registered incorrectly, and therefor, was not registered. Customer asked about us taking care of her issue, and I agreed we would absolutely do that to the best of our ability. While I spoke to the customer I looked on the manufacturer web page to see how much replacement fabric I could purchase to reupholster her merchandise. However, due to the quantity available by the manufacturer (outside of Mega Furniture control), I informed the customer not enough fabric was available. Customer asked what else we could do, and I offered to refund the monies paid for the [redacted] warranty. This customer's family member said she would be speaking her her husband, and then contact me back by the end of the weekend. After receiving this complaint three days later, I realize the resolutions offered were not to the customer's satisfaction. I contacted Mr. [redacted] on 4/20/2015, and conversed with him over his fabric, and said I would be contacting him shortly with more details about how to rectify the situation. Later that day, I contacted customer's phone number ending in [redacted] and left messages to please call back. I also called [redacted] again on April 26th and did not reach a customer. I finally reached Mrs. [redacted] today, May 1st, 2015, and she stated she is not handling this issue, only her husband is, and she would try to pass on a message, however, she doesn't know when she can because both customers are very busy. I informed Mrs. [redacted] that Mega Furniture is willing to upholsterer as much as possible with the fabric available to us, and definitely take care of the worst areas. In addition, Mega Furniture is willing to refund $200.00 (twice the cost of the [redacted] protection plan) to help rectify the situation. Mrs. [redacted] sad she would pass on the message, but didn't know when they would call back. As of now, we have done everything in or power to communicate with Mr. and Mrs. [redacted], and assume this resolution will rectify the situation; considering both customers have not informed us otherwise, and have not communicated with us in opposition.  Mega Furniture is waiting to hear from Mr. and Mrs. [redacted] to schedule a technician appointment for reupholstering their merchandise and submitting the refund. Please contact me if you have any farther questions. [redacted]Mega Furniture LLC###-###-####

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

To whom it may concern, and the Revdex.com;Mrs. [redacted] (customer [redacted]) visited our Mega Furniture Mesa store on November 20th, 2015, and purchased merchandise based on her preferences. At the time of purchase, our customer signed agreeing to our sales policies. After the...

purchase was finalized, Mega Furniture takes full responsibility for an unfortunate human error made on her account. One number was accidentally typed wrong, and a chair was ordered, instead of a wedge. At the time of delivery on December 12th, 2015, this mistake was notated, and Mega Furniture immediately placed the order to have her wedge on it's way. Due to this being Mega Furniture's responsibility, Mega Furniture is obviously covering all additional charges for the multiple deliveries. After our customer's initial delivery on December 12th, our customer called in within 48 hours of her delivery to report damage to her MEGA AMY [redacted] Rec Sofa. The one communication that the technician department had with our customer, we did inform her that we would not be able to help because she already set for an exchange. This was not meant to frustrate our customer, but simply done to help her get back to the original department who was taking care of her. This backrest to the MEGA AMY [redacted] Rec Sofa was exchanged on December 23rd, 2015, and our customer signed agreeing the merchandise was delivered without damage and she would not claim damages later. I have reached out to Ashley Furniture, and the MEGA AMY [redacted] Rec Sofa is estimated to be shipped to us on December 31st. This date is just an estimate, and Mega Furniture will continue to be in contact with our customer frequently while we await the merchandise. Please feel free to contact me if you have any additional questions or concerns. Mega Furniture Management[redacted]

Mr and Mrs [redacted],I do apologize for the ordeal you have had with this process. I am more than willing to get the parts required to get the repairs done on your merchandise. My representatives have received the parts for your bunk bed but we would like to verify exactly which parts you are...

missing, to my knowledge it is only the trundle part which was picked up by the manager's employee? I will be having my representative, Arlene, contact you to today to verify the missing parts of the bed.Also, I have ordered the missing drawer for your dresser. We are waiting on the manufacturer to confirm when this drawer will be shipped out to our warehouse. As soon as we receive all the required parts, we will be sending our technician out to your home to install the parts and verify everything is in good condition.If you have any questions or concerns, please do not hesitate to contact me directly as I am here to help.Thank you,[redacted]CS ManagerMega Furniture