Mega Furniture

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]

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 and the Revdex.com,Miss [redacted] purchased a selection of merchandise based on her preferences on September 5th, 2016, and signed agreeing to our refund, cancellation and exchange policy. However, our customer contacted Mega Furniture on October 1st, 2016, informing us...

she wishes to cancel the purchase of her two special ordered Sofas. Mega Furniture offered our customer full in-store credit to re-select to merchandise better fitting her preferences, and competed the reselection on October 5th, 2016. Since reselection, our valued customer received delivery of her new AMY sectional on November 5th, 2016, and signed the merchandise was delivered in good condition! I called [redacted] on November 7th, 2016, at 9:45 am and left a voicemail to please call us back if she has any questions or concerns. Mega Furniture appreciates our customers communication and patronage!Best Regards,Mega Furniture ManagementKaycee Y[redacted]Customer Relationship ManagerMega Furniture [redacted]

[redacted] 

Do NOT buy or purchase anything from Mega Furniture. They are dishonest, cheats and do NOT warranty their products. I purchased two complete bedroom sets and they are crooks, liars and frauds. They would not repair or replace a defective product!! The worst people and retail experience.

To whom this may concern,Here at Mega Furniture, we pride ourselves on making a situation right in the best and most generous means possible. Mrs. [redacted] (to be named as customer [redacted] from here on out), Visited our Mega Furniture Goodyear location on January 30th, 2015, and purchased...

furniture based on her preferences. Customer [redacted] received delivery on Feburary 3rd, 2015, and inspected her furniture, and signed that there were no defects or damages. Customer [redacted] first contacted us three months after delivery on May 19th, 2015, and claimd she had found a red bag with chinese lettering inside of her cushions. We requested photographs, knowing that [redacted] USA (the manufacturer of her merchandise) is located in Dublin, [redacted] (http://www.kian.ie/index.php?route=information/contact). We received pictures of the red bag on May 21st, 2015, and reached out to the manufacturer. The manufacturer has never noticed anything like this before, but decided to open a claim against the Dublin factory just in case. We never requested the bag back from the customer. On May 26th, I spoke to customer [redacted] and she expressed that she wanted the rest of her merchandise checked for other bags because she was fearful to inspect herself. Out of good faith, I offered her a techniian to her home, at absolutely no charge, to inspect all of her internal frames for any anomalies. This technician appointment was confirmed with the customer for June 3rd.In addition, I offered for customer [redacted] to get a courtesy exchange of her chair, even though there was no known defect in the frame or integrity. This was done out of good faith to ease our customer's fear of the red bag in her cushions. At this time, I mentioned she has the same options she has at the time of purchase, which is to choose between pick up exchange (no charge) and delivery exchange for $100.00. Customer [redacted] stated she did not want to pay for delivery, therefor, I offered to discount her exchange to $50.00 as another corteousy, but she refused. I never offered customer [redacted] a free chair, as her complaint suggests. I have requested human resources to pull the recording from May 26th, because customer [redacted] has made a very serious accusation against myself, which was never promised. On May 29th, customer [redacted] brought in the red bag without notice. When we received this bag, I contacted our local representative for [redacted] USA. He stated he would be sending someone to pick up this bag to use during their investigation, even though their factory is in [redacted], not in [redacted]. On May 30th, I spoke to customer [redacted] again, and we discussed her wanting a new free chair, and to keep the same chair she already has. I reminded her we were offering the exchange because she mentioned she was "disturbed" by her findings. I mentioned if she is willing to keep the same chair she already has, then a new chair seems obsolete. She said the new chair would be compensation for her time she has taken to call us. To compensate her time to call, my supervisor Mr. [redacted] offered to give customer [redacted] a free exchange. However, customer [redacted] has refused to set this up, and is now pushing for a free chair, and to keep her existing chair which has no defect in integrity.On June 1st, I called this customer to confirm her technician appointment for June 3rd, and she verified her address and stop number, and verified we are coming to inspect her frames for any additional anomalies. However, during the appointmenton on June 3rd, the customer changed her mind and refused the technician. She has declined to schedule another day with us at this time, and has decided to keep her merchandise without inspection.  She had asked for the bag back, but I have handed this bag off to my operation's manager, and it is outside of my hands. I understand she is now requesting ths bag back, but we are forwarding it onto the manufacturer, as she requested, to ensure this is investigated and that this never happens again. We sincerely hope Mrs. [redacted] understands this. As of today, customer [redacted] has the option to receive a new chair, in exchange for her current chair, absolutely free of charge. We have also offered the technician appointment as a corteousy if she is fearful to reach under her cushions. However, Customer [redacted] has declined both. Mega Furniture has done everything in our power to ease our customer's fears of her furniture, and understand red bags in the cushions are not kosher. However, Mega Furniture has not offered free merchandise, especially when this would not solve our customer's problem with being fearful of her current chair. Customer [redacted] is wecome to contact me within 30 days of this Revdex.com response to receive a replacement chair, exchanged for her at no cost. Please conatct me if you have any farther questions. Best Regards,[redacted]Customer Relationship Manager[redacted]

To whom it may concern and the Revdex.com, We understand the request that our customer is taking. However, we do have a set of policies that are given to the customer at the time of purchase. Mr. [redacted] signed agreeing that Mega Furniture has no refunds, no exchanges, and no cancellations. We also inform the customer that We uphold the manufacturer's warranty at their discretion only. I have attached a copy of Mr. [redacted]'s signature for the Revdex.com to review. It is very unfortunate when furniture gets broken, but, we are happy to say that this brand comes with a limited lifetime frame warranty, and upon approval, we can offer a full in store credit to purchase something more to Mr. [redacted]'s liking. However, as he agreed when he purchased, Mega Furniture offers no refunds. If Mr. [redacted] would like a refund, he did also sign to an option to receive a refund after the restocking has been paid. This is due to the fact that the manufacturer will not submit credit Mega is unable to show that a replacement was administered. This is a safeguard put in place to make sure Mega is not asking for refunds, and then not passing them onto customers. If We do not replace or offer In store credit, then the warranty claim is closed. Which results in a restocking charge, as agreed to in writing. We look forward to fighting for this approval, and getting brand new merchandise in Mr. [redacted]'s home, and minimal to no charge to him! All at the manufacturer's discretion. Please feel free to contact me if you have any questions or concerns, Mega Furniture Management [redacted]

To whom it may concern,In regards to the complaint made, customer [redacted] came and purchased from our Mega Tempe location on December 18th, 2014, and signed our refund, cancellation, and delivery policies. Customer received delivery on January 10th, 2015, and signed that merchandise was...

delivered in good condition, and would not claim delivery damages later. We first had contact with customer [redacted] on January 31st, 2015, when she called in and reported her recliner button was making noise when it opened and closed. We ordered these parts for the customer, and informed her parts can sometimes take 3-6 weeks. Customer understood. Then, customer [redacted] called into customer service on February 23rd, because two of the seats to her sectional sunk in more then the others, we dispatched a technician to the customer's home, who discovered a new mechanism was needed. When we ordered that mechanism, the wait for the part was going to be 8+ weeks. Based on this information, Mega Furniture decided in good faith to not wait for parts, and go ahead and take care of the customer. We scheduled all three of her items to be exchanged; reclining chair, LFS sectional recliner, and the armless chair. I called customer [redacted] on March 30th to arrange the exchanges, and at this point, I also informed the customer that her armless sectional chair was not in stock, and we would be ordering this for her. I explained that the best information on hand at that time was the merchandise would arrive near the end of April, or the beginning of May. Customer agreed. In the meantime, I offered to repair her existing one so that it would be functional, and when her armless chair arrived, it would be exchanged. We exchanged this customers LAF sectional recliner on April 4th, and customer signed acknowledging merchandise was in good condition. The same day, April 4th, we dispatched a technician who repaired the armless chair. We then exchanged this customer's reclining chair on April 17th, and customer signed acknowledging merchandise was also in good condition. I touched base with customer [redacted] on May 2nd, and informed her the estimated day for the recliner to arrive is May 8th, but this could change again.I have since reached out to this customer on May 14th and scheduled the exchange of her armless chair for Monday May 18th. This customer has expressed this will resolve all of her issues. Mega Furniture made good faith effort to take care of this customer as timely as possible, and we informed the customer when parts needed to be ordered. We also repaired her chair in the meantime, so that her furniture was usable while waiting for the replacement. Please contact customer service for any farther questions. Best Regards,[redacted]Customer Relationship Manager###-###-####

To whom it may concern, I have already informed Mr. Clonts that the technician charge was discontinued as of February 1st, 2015. Mega Furniture no longer charges for technician appointments that are covered under warranty. I understand Mr. Clonts is upset regarding old policy, however, we have already offered Mr. Clonts his exchange and technician appointments at absolutely no charge to him. The 5 year extended warranty is an accidental protection plan for cosmetic damages. This is through a third party. GBS Protection has confirmed they postal mailed a copy of their coverage to the customer's confirmed address on file. If the customers no longer have it, I can have that postal mailed to them again as soon as they would like. I contacted Mrs. Clonts today, 03/13/2015, to discuss their feelings about the floor model being deceptive. I reassured her we showcase the same merchandise that comes from the manufacturer as what we delivered. Mrs. Clonts denied that they could be the same, because the merchandise in the showroom was comfortable, and well built, and she feels hers is not. I offered to replace Mrs. Clonts' merchandise with the one she said she really liked on the showroom floor, but Mrs. Clonts has declined. I have tried to explain to Mr. and Mrs. Clonts that "vinyl" is a slang term some use for leather blended fabric. When I spoke to Mr. Clonts, I asked if his sales associate ever described this brand as "top grain leather", and Mark said our sales man did not deceive him in this way. Again, Mega furniture is not responsible for customers who make assumptions about our merchandise and do not ask questions regarding the difference between top grains and leather blends. I would still like to replace the damaged pieces for these customers at no charge to them. However, they have declined any exchanges or technician appointments.Please contact me if you have any questions. Kaycee YannuzziCustomer Relationship ManagerMega Furniture L.L.C.

Good Morning,I have contacted Mr. [redacted] and offered to honor his furniture as a complete set despite the manufacturer's decision. Mr. and Mrs. [redacted] have been offered the full credit for all three pieces delivered and exchanged without charge. We want Mr. and Mrs. [redacted] to enjoy their furniture,...

and hope that their new exchange will win back their favor and resolve their dissatisfaction with the [redacted] manufacture.Thank you,

[redacted]Customer relationship 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.

Regards,

I am not satisfied with this action. I contacted the store days after my supposed contract was over when they merchandise they sold me fell apart. They sold me merchandise that fell apart and is no longer usable and they are refusing to contact the manufactor and get the problem resolved. This is unacceptable cutomer service. The merchandise I paid for was crap and they need to do something to resolve it. I would never go back to them and pay for another bed after the one they sold me broke.

To Whom It May Concern:

While it is true the manufacturer of the merchandise this customer purchased does not provide a warranty of any kind, we did request pictures of the concerns, to see if there was anything we could do, on April 30, 2014 and never received any further contact...

from the customer for at least 30 days so we closed the claim.

The customer called in again on August 11, 2014, again even though the manufacturer provides no warranty the customer service representative requested pictures of the claimed damages to see if there was anything we could do. No further contact was received from the customer and when the warranty expired on September 13, 2014, we closed the claim for no contact for over 30 days and expiration of the manufacturer's warranty.

When I received this complaint, I had a customer service representative contact the customer once again to have her send in photos to see if there was anything we could do. I have attached the photos we have received. As you can see from the photos, these are cosmetic damages and are not manufacturer defect. We do no provide services for cosmetic damages. We only provide services for manufacturer defect while the merchandise is covered by the manufacturer warranty. Unfortunately this manufacturer provides no warranty.

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

Thank you,

To Whom It May Concern:

I apologize for the inconvenience the customer has experienced during this claims process however, we were waiting on a response from the manufacturer to approve this claim. We have received the approval this morning to exchange out the recliner for this...

customer. My customer service representative or myself will contact this customer today to inform her and to set up a day for delivery.

For any further questions or concerns, please contact me directly at the information listed below.

Thank you,

CS Manager

Mega Furniture

I can actually consider accepting this response, however, I required further clarification from Mega Furniture, since their reply is very inconsistent with the communication they have provided over the last two months.  I want to know that my prepaid ECO warranty is honored, that I am not going to get anymore runaround with Mega Furniture, claiming it is not their issue and the warranty company stating it is Mega Furniture's issue.   My time is valuable and want to ensure the agreements of my purchase are going to be honored.  My non functioning coffee table will be repaired or replaced back to the new condition it was in prior to the entire incident of the table breaking.  Note:  It has been communicated to us at least 5 times, that the table we purchased in April of 2013 has been discontinued by the manufacturer and there is no more stock.  Therefore, I also want confirmation that the table will be will be replaced for equal value.

To whom it may concern, 
Please see attached response to the letter sent by Mr. [redacted]. We appreciate his communication greatly, and hope this new offer, as well as attached proof of manufacturer's statements will help resolve this complaint. 
Best Regards, 
Mega Furniture Management

To Whom it may concern and the Revdex.com, I have reached out to this customer and spoken to her significant other, and was informed the customer sleeps during the day and was advised not to bother her at this time. The Significant other was informed that Mega is submitting...

her information over to our unbiased third-party inspection company, [redacted] Inspection, and they will be setting her up with an appointment to come inspect her mattress for defects causing her mattress to be uncomfortable and firmer than anticipated. Mega Furniture upholds all manufacturer warranties to the fullest. If this mattress has a defect in manufacturing, Mega Furniture will be replacing at no charge to the customer. However, Simmons does not offer a comfort guarantee. Please feel free to contact me if you have any additional questions or concerns, Mega Furniture Management

To whom it may concern, and the Revdex.com,As our customers stated in their response, GBS accidental protection mailed them a letter on 2/2/2012 with the explanation of all coverage in their plan. This should have resolved any miscommunication our customers had regarding if these damages in question were covered under their plan. As stated in the letter they received 2/2/2012, "The plan does not cover repair, replacement or maintenance in connection with operational or structural failure due to defects in materials or workmanship, normal wear and tear, power surge, or accidental damage from handling". Regarding the 30 days cancellation policy, I have reviewed the letter sent to our customers, and I do agree that GBS (not Mega Furniture) did not include their cancellation policy in this letter. This is at no fault of Mega Furniture. I have contacted GBS, and they are willing to provide our customers a full refund for their GBS protection plan, if they wish to cancel. This would cease the GBS accidental cosmetic protection, and has no effect on the manufacturer's warranty, which is still expired. Our company is trained regularly on the GBS accidental protection plan, and any individuals who may be new-hires are instructed to not give false information, and are instructed to reach out to GBS or customer service for correct information. When our customer spoke to the office manager/cashier, she is fairly new to the company, and therefor, we are glad she did not give false information. The office manager/cashier informed the customer she did not have the answers, and referred the question to customer service. This is a proper business plan to ensure correct information is passed on only. If our customers would like to have their GBS protection plan refunded for a full $100.00, Mega Furniture is willing to do so, as offered by GBS.Please contact me if you have any farther questions, Mega Furniture Management[redacted]

To whom it may concern and the Revdex.com,In regards to our customers, these customers visited our Mega Furniture Arrowhead store on June 25th, 2015 and purchased merchandise based on their preferences. During the customer's purchase, they signed agreeing to our refund, return...

and cancellation policy. This has been attached for the customer, as well as Revdex.com review. In addition, our customers signed our delivery procedures, and technician policies. This has also been attached for the customer, as well as Revdex.com review. There is no record of this customer contacting the corporate office regarding his/her concerns. I have attempted to reach out to our customers on November 5th, 2015, and left a message on the number on file. If there is a defect in the manufacturing of the product, Mega Furniture will exercise the manufacturer's warranty to the full extent. However, if there is no defect, we would not be able to open a warranty claim. Mega Furniture believes in full transparency, and we disclose all policies at the time of sale. We apologize for any inconvenience. Please contact me if you have any farther questions, Mega Furniture Management602-688-8900

To Whom It May Concern:The customer's total invoice was $1,124.30 (this total includes the GBS protection plan). We took this amount times our 40% re-stocking fee which came to $449.72 plus the two delivery fees (one for the original delivery and one to pick up the merchandise) which came to $649.72. She received a refund of $474.58 as agreed to prior to Mega Furniture picking up the merchandise or processing the refund of $474.58.Please see attached email with the customer's response of "Thank you" as written agreement to the refund amount and process prior to Mega Furniture picking up the merchandise.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture

To whom this may concern,This customer [redacted] visited our Mega Furniture Metro location on June 28th, 2014 and purchased furniture according to his preferences. At the time of purchase, customer 105225 signed our refund, return, and exchange policies. This customer received delivery on July...

1st, 2014, and signed that his merchandise was received in good condition, and he would not claim delivery damages later. We first had communication from customer [redacted] on July 12th, 2014, in which customer stated his reclining chair did not feel level. Based on the customer's description of a recliner that is meant to rock/glide/recline, we requested photographs to assess the situation. We received photographs on July 15th, and based on the pictures the customer sent (please see attached for Revdex.com review), the recliner was working properly. We tried explaining that what the customer was referring to was caused by a gliding recliner that leans back. However, the customer claims that This recline was not normal. Therefor, to ease the customer's concerns, we decided to replace the entire internal mechanism, at no charge to the customer. Customer was scheduled for an appointment for August 4th, and customer confirmed the appointment, but there was no answer at the door. We finally were able to reschedule for August 30th, and our technician exchanged the entire mechanism for this customer. After this appointment was complete for the customer, he continued to call stating it leaned too far back. We consulted the manufacturer of the furniture, as well as our technician, who stated this item was repaired completely, and even made a note that the previous mechanism was not damaged in any way. We attempted to describe to our customer the proper way to use a GLIDING recliner, and he insisted we refund his monies. After discussing that he agreed to our refund policy, I did continue to offer a technician if something were to ever manifest from normal use, but customer would not agree. The last communication we had with customer [redacted] was in November 2014 when he continued to ask for us to refund his monies, or replace his chair. The manufacturer had declined the claim because this merchandise was confirmed to not be broken, and the tipping is caused by misuse. This recliner is a gliding recliner, exactly like the model in the showroom, and therefor it will lean back farther then a standard rocking chair. The customer does not accept this. At this point, Mega Furniture did offer the technician at no charge, and replaced the entire internal mechanism at no charge as a precaution. The technician has deemed this merchandise is in working condition, and we have tried to explain to customer [redacted] how to properly use this furniture so that it does not tip. In regards to the loveseat, this is the first communication I have had regarding this. I have contacted all numbers on the account and left multiple voice-mails. Mega Furniture is happy to offer a technician appointment at no charge to discuss his loveseat, and even take another look at the chair. It is our wish that customer [redacted] enjoys his purchase, and that we ensure his merchandise is still in good working condition as long as the warranty is in effect. If you have any farther questions, please contact customer service. Best 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.They have not delivered the chair yet as it was on back order.  I will complete my complaint as soon as it is delivered.Thank You[redacted]