Mega Furniture

Ms [redacted],

I apologize for any miscommunication on the part of our company. However, this purchase has been registered with [redacted] (our extended 5 year protection plan). I do apologize as it was missed during the original batch of registration however, this will not affect the coverage...

of the merchandise purchased. Also, my representative has been in contact with [redacted] about the concerns with the merchandise purchase. She has called as well as emailed with [redacted] on several occasions since these concerns were brought to our attention. At this time, we are waiting on the response from [redacted] to let us know what the claim will cover and what our next step in the process shall be.

Under the circumstances, we are unable to offer you a refund of any kind because we are taking care of the concerns as well as the merchandise. However, I would be more than happy to send a $50 gift certificate to your home for future purchases from our company.

Thank you for your time.

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.

I have tried to call you and cannot access your VM, nor do you answer your phone.  I sent you an email yesterday and as of close of business today, there has been no reply. 

I will accept the furniture ONLY UNDER THE THESE CONDITIONS:

You stated in your reply that there are two accounts.  THIS IS WRONG! I contacted the finance company and they advised there is STILL only ONE account.  This account still shows the original balance due, NOT the one that was renegotiated January 23, whereby you reduced the overall pricing due to price reductions, that were agreed to by [redacted]. This original invoice does NOT recycle the 90 days as owed to me. I want a detailed invoice showing all items and their respective pricing, as well as the $130 (apx) that you are willing to drop "in good faith".

You still owe me 2 lamps from my bedroom set that were never delivered.

You have removed all warranty items as agreed as stated above.

In my email to you I stated I was willing to accept the furniture on Saturday March 15.

However, until I receive, in writing all the items stated above, I will not accept the furniture. 

Regards,

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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The manager Ray Garcia was very nice and VERY accommodating. With that said, it's unfortunate that anyone would have to make 15 phone calls, file a complaint with Revdex.com and wait for 2 weeks to get satisfaction. I love their inventory and would shop there again, I would just be very careful and double check everything I buy to make sure there are no flaws.

Regards,

[redacted]

To Whom It May Concern:Per the manufacturer's warranty, the labor and parts are covered for one year. This does not cover any transportation fees. Since the merchandise was picked up by the customer from our warehouse in Phoenix, the merchandise must be brought back to our warehouse for repair or a $45 transportation fee must be paid prior to the technician going out to the customer's home for service needs.Regarding the concern of not hearing back from customer service until after this complaint had been launched, the customer service department received a call from the customer on Friday, January 10th at which point the representative requested pictures be sent in to her email. We received the pictures on the same day at which point I informed the representative we could complete the repairs if the customer brought the merchandise back to the warehouse or if the customer paid the transportation fee. The representative informed the customer of these procedures and the customer requested to speak to the manager. I spoke to the customer personally on the following day, Saturday, January 11th and informed him of the same procedures. This complaint was launched on the Sunday following the original call to customer service.We would like to get the merchandise taken care of for the customer. Our company policy is if the merchandise is picked up from the warehouse, the customer must either bring it back to the warehouse for repair or the customer must pay a $45 transportation fee to have the technician scheduled to come out to his home.Thank you,[redacted]CS ManagerMega Furniture

Good afternoon,Here at Mega Furniture, we strive to provide product that you love at competitive prices, and offering great customer service in times of need. Mrs. [redacted] placed her order on 04/03/2014, and signed her sales receipt acknowledging our refunds, exchange and warranty policy. Mr....

[redacted] then received a very prompt delivery on 04/05/2014. Customer signed that she received her delivery in good condition, and was satisfied with her purchase.Mrs. [redacted]  called us on 01/07/2015 and informed us her pull handle on the left side of her love seat was broken and she needed to have this part replaced. We went over the warranty policy that comes from the manufacturer of her merchandise. We explained to Mrs. [redacted] that pull handles are designed to wear over time, similar to the breaks on a car, and the cost of the handle are made to be affordable. We also explained to Mrs. [redacted], that the manufacture does not cover the cost for a technician to come out to her house. There is a $45.00 transportation charge to have the merchandise fixed in the comfort of her home. We also explained to Mrs. [redacted], that she does not have to pay this if she brings the merchandise down to your warehouse to be serviced in -house. In an effort of good faith, Mega Furniture is willing to offer to replace both pull handles on Mrs. [redacted]'s love seat (to have both sides be even in wear), with no charge to Mrs. [redacted] for these parts. Therefor, Mrs. [redacted] is welcome to bring the merchandise down to the warehouse for a complete pull handle replacement free of charge. However, if Mrs. [redacted] would like the technician to come out to her home, there will be a one time transportation charge for this issue. We appreciate Mrs. [redacted]'s business, and we look forward to resolving any issue Mrs. [redacted] has. Thank you,[redacted]Customer Relationship ManagerMega Furniture USA[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.   First, to my knowledge, [redacted] called me the first time two weeks ago to request pictures of our couches condition, which I sent the same day. The next call or voice mail I received on my phone was today, the same day as the complaint response that I am answering now.  Our couch is a couch my mom paid approximately $1,400.00 for and it it is already in a state of deterioration across the entire surface area of the couch. Not only is it an embarrassment to us, family, and friends who see it, it won't be long until it is unusable as a unit of furniture.  The warranty was paid for! Mega Furniture needs to accept responsibility for their employees failure to process it properly. Our responsibility was to pay the $100.00 for the warranty, which we did. Their responsibility was to process it properly, honor it on our defective couch, and abandon the "awe shucks, sorry, just one of those crazy mistakes we made attitude!"   The couch needs to be replaced. The shortage of fabric to repair it to completion is again, not our responsibility or our problem. I am not going to consent to partial repair and a $200.00 refund for a warranty that was purchased in the event of exactly what we are experiencing right now, fully aware I will be paying to replace this defective couch in the very near future.  Mega Furniture is obviously attempting to shirk their warranty responsibility, even after admitting it was their mistake, and get out of this situation at the lowest cost to themselves possible. Nice! I wonder if that is the type of product performance, customer service and satisfaction that they are promoting to their new customers right now in 2015. Somehow, I don't think so. I'll wager it is something more along the lines of, buy from us and we will back you 100%! Hmmm...???Thanks,[redacted]

Regards,

Good Afternoon,Here at Mega Furniture,we strive for quality furniture at affordable prices, and quick responding customer service. Mrs. [redacted] visited our Mega Furniture [redacted] location on August 11th, 2012, and based on her and her spouses preferences, we were able to match...

her with the furniture she wanted. Customer purchased on August 11th and signed her sales receipt agreeing to Mega Furniture's warranty policy, as well as refunds, returns and exchanges policy. Mrs. [redacted] also chose to purchase the G.B.S. Extended accidental warranty. Mrs. [redacted] sales associate is no longer with the company to discuss this miscommunication. However, on her signed sales receipt, it is described as a leather warranty only. I have contacted G.B.S., and G.B.S. has confirmed with me that there was a detailed warranty description postal mailed to the address on file to the customer's home (same address provided to [redacted]). This was postal mailed out within 60 days of purchase. G.B.S. is going to resend an additional warranty description to the Mrs. [redacted] address to make sure this information is readily available to Mrs. [redacted]. On February 7th 2013, we received a phone call from Mrs. [redacted] that her pull handle was broken.  Customer was informed a service appointment for her location could take 4-6 weeks based on her address being outside of a 30 mile radius. We waived the transportation fee as a courtesy for Mrs. [redacted]. On March 8th 2013, I (personally) called the customer to schedule her for a technician appointment the following week, and received no reply back/return phone call. Therefor, the appointment was rescheduled. On April 12th 2013 I called the customer to schedule an appointment for the following week, and no return phone call was made. Customer was therefor rescheduled. I attempted a third time on April 26th, 2013 to schedule Mrs. [redacted] for a service appointment. Four phone calls were made, and no response was received. Due to no response after three attempts to schedule, the service was postponed until customer called in and notified us of her availability.Mrs. [redacted] manufacture warranty was for 12 months and has since expired. However, since we already have Mrs. [redacted] replacement pull handles here in stock, I am willing to offer these to Mrs. [redacted] at no charge. I contacted Mr. [redacted] on January 12th, 2015 and he has accepted our offer for these pull handles without charge. Mr. [redacted] has also expressed additional furniture issues with me, and I have agreed to try and resolve this issue despite the expired warranty. Mr. [redacted] has agreed to this.We apologize for the miscommunication, and Mega Furniture recognizes our customers are our most important aspect. I look forward to resolving this complaint, and any other issue Mr. and Mrs. [redacted] have. Thank you,[redacted]Customer Relations ManagerMega Furniture LLC

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.

[They didn't contact me yet, they told me they will replace the dresser since august.

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,

To Whom it May Concern:This customer has been contacted by the store where the purchase was made to inform her of the refund approval and [redacted] has been informed to process the refund. If the customer does not receive the refund by the end of next week, please contact the store where...

the purchase was made on [redacted] and they will contact [redacted] to follow up on the process.For any further questions or information, please contact me directly.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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

To Whom It May Concern:This customer received service on September 12, 2014. Please see attached signed confirmation that all work was completed which was acknowledged by the customer's signature at the bottom. At the time of service the customer's warranty was expired as the customer...

received delivery on 6/8/2013 and the warranty expired on 6/8/2014.If the customer would like further services, he would be liable for the cost transportation, labor and parts required for the service. At this time the customer is out of warranty and no further services will be rendered unless there was payment made for the necessary needs of the customer.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture[redacted]

Mega Furniture sincerely apologizes that this reversal took longer than expected for our customer. I was informed this refund was processed over 10 days ago. If our customer has not yet received the funds in her account, I would advise she please contact her banking institution. 
We...

appreciate our customer's patience and communication, and look forward to seeing her again in the future. 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. 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.

Sir,

I apologize for not getting to you sooner. The only thing I can offer you is a $699 in store credit to go into the store to re-select the sofa and the chair as the set is discontinued by the manufacturer and I cannot get the replacement sets.

Please let me know if you have any questions.

CS Manager

Mega Furniture

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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.

I would like to reopen this complaint. Mega furniture stated that they will replace my table and 8 chairs and deliver them on April 30, 2014. They did not deliver the furniture on that date. I waited until May 1, 2014. At 2:00 pm az time. When I did not hear from anyone about the delivery. I tried to call the customer service love. The local phone number would not ring but it would just hang up. I then tried the toll free number and it would ring and ring and then hang up. I then tried it from another phone. I then tried to call the store that I purchased the set from and the number was busy. I then called another store. They looked up my order and stated that they did not see my order to be delivered until today but they did not see the order on the delivery manifest.  The gentleman  then stated that he will check into it and have someone call me back. It has now been 24 hours and I have not heard anything from Mega furniture.  I am not sure what is going on but I am not comfortable with this company and now I want a full refund for all of this trouble. The lady had said that they also would not extend my warranty for the new tabled delivered.  This has really become a hassle and I am really disappointed in the process and customer service. I just want my money back so I can go somewhere else where their products will last.

Regards,

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. I [redacted] will ONLY consider the Business resolution after meeting with someone first.Regards,[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.

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

I await your latest proposal.

Regards,

To Whom It May Concern:Mega Furniture ordered the replacement wedge and we have received it. We also ordered the mechanisms for this customer's service concerns. We are waiting to hear from the customer when the parts have been received at the customer's home so we can send our technician to install the parts for the customer.When we receive this call, the customer will receive the technician as well as a delivery the same day to exchange out the wedge for this customer.Thank you,[redacted]