Mega Furniture

Sir,I apologize for any inconvenience you have experienced with our company. We would like to repair the merchandise for you if you can bring it to our warehouse located at [redacted], [redacted] between the hours of 12 and 5 any day except Sunday or...

Tuesday.Unfortunately, the merchandise was purchased on February 23, 2013 and was picked up from our warehouse on February 26, 2013. The policy of the company is if the merchandise is picked up from the warehouse, the merchandise must be brought back to the warehouse for repair or the transportation fee must be paid prior to the technician going out to a customer's home.Due to the amount of time the merchandise has been in the customer's possession, unfortunately, there is no refund available at this time. I would like to offer you a $100 gift certificate which can be mailed out to your home. This gift certificate can be used toward any future purchases from Mega Furniture.If you have any further questions or concerns, please do not hesitate to contact me as I am here to help.Thank you,[redacted]CS ManagerMega Furniture

To Whom This May Concern & The Revdex.com,   On August 5th, 2016 Ms. [redacted] visited our Mega Furniture Gilbert showroom and chose a bed based off her preferences. At the time of purchase Ms. [redacted] signed agreeing to Mega Furniture sales...

policies that state “Seller shall not be responsible for delays in delivery of merchandise.” On October 1st, 2016 Mega Furniture delivered to Ms. [redacted]s residence the bed that she ordered. Mega Furniture appreciates Ms. [redacted]’s patience and patronage. We apologize for the inconvenience that this may have caused.   Regards,   Christopher M[redacted] (Customer Relations Manager) Mega Furniture LLC [redacted]

To whom it May Concern and the Revdex.com, 
Mega Furniture sincerely apologize for the feelings of treatment experienced over the phone from the Delivery department. The department head for the delivery department, and ownership of the Arizona corporate office have been...

notified of this to make sure additional training and corrective action take place with haste. I see your delivery was finalized on August 6th, with feedback that you are revealed it is finally complete. I am so sorry the estimated time frame was not as accurate as we would have like it to be. We appreciate your patience while waiting for this special ordered California King bed frame to arrive in stock. Please feel free to contact Mega Furniture if you have any additional questions or concerns.
Mega Furniture Management

Mega Furniture sincerely apologizes for the misunderstanding. We appreciate Ms. [redacted] sending over the purchasing papers for our customer, Ms. **. Ms. ** first contacted Mega Furniture customer service on May 30th, 2016, four days after her delivery, to report that we delivered merchandise that...

was not top grain cow hide. During this phone call, customer service tried very diligently to comfort our customer's suspicions that Delandis Italian Leather was not made from cow hide. In addition, we offered to send our customer by email a copy of all Leather Representation reports under 61 FR 51583 24.2 Which state we cannot represent a non-leather product as genuine leather. Mega Furniture abides by all state and federal representation laws, and we would like very much to comfort our customer. However, our customer declined all proof of Leather product reporting.I have attached a copy of all third party testing done for Delandis Leather, showing all merchandise has tested to be 100% top grain cow hide leather in their products. I have also attached a copy of our customer's warranty if she would like to keep for her records. I have attempted to contact Ms. ** again on July 23rd, 2016 and left a voicemail offering this information by postal mail and by email if she would prefer. I see two items ordered by our customer (occasional table set) has not yet been delivered. Mega Furniture is not looking to charge our customer a rescheduling fee after the delivery was refused. We understand sometimes miscommunication happens over what is purchased. We look forward to scheduling her third delivery at no additional charge, and hope that this helps repair the relationship between Mega Furniture and our valued customer. Please feel free to contact us if you have any questions or concerns,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.
       I was not informed of the 90 day warranty I was informed by [redacted] that the warranty was one year and the warranty I bought which was not referred as [redacted] would cover above and beyond the one year warranty. I bought the warranty expecting what my salesman told me and I did not get any info on the warranty mailed to me and I have not moved from my residence. I did not receive a phone call until yesterday at about 430 pm and I was at work and I answered the call and told them I was at work and when they could call me, the rep said she would call me back today before 10am because I had to work at 11am and it is now 948 am and no call yet. I have been miss informed and mis led on this transaction. I feel it was more like a bait and switch. I was also told that the warranty was also on sale at the time and I better get it because of such a low price. Based on what the salesman [redacted] told me I purchased the warranty and now the business has gone a different way with this warranty. When my wife called the store manager he also told my wife that the warranty did not cover cleaning or normal ware and tare... So that goes to show you even the management in the store does not know what the warranty covers and doesn't cover. I have put my expectations of what I want and I am standing up and saying those are still my exoectaions at this point. 

Regards,[redacted]

We consider this matter closed as Mega Furniture has exchanged out the 3...

defected pcs in her home. Not only did Mega Furniture exchange out the pieces but we let out customer reselect fabric and material all on our dime. Up to this date Ms [redacted] has not contacted Mega Furniture. At the time of exchange Ms [redacted] notated that she was happy with this. We consider this matter closed.
 
Regards
Christopher M[redacted]

To whom it may concern, 
I would like to sincerely apologize that the time frame wasn't explained at the beginning of the claim. The Manufacturing of the furniture is Richardson Furniture, whom does all of their own repairs, and does not authorize Mega Furniture technicians to do seam...

work. When Mega Furniture received this cushion back, it was sent to Richardson Manufacturing to have repaired. As of today, Mega Furniture has not received said cushion back. Mega Furniture has contacted Richardson Furniture, and we have been informed they guarantee the cushion will be returned this week. Meaning Mega Furniture will have this cushion ready for pick up within the next 7 days. We sincerely apologize for the wait while Richardson Furniture does this repair. We appreciate our customers patience immensely. 
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.

First of all, since filing my complaint, I was again contact by Mega Furniture's drivers on Thursday, March 6, 2014, informing me that they were once again at my house to deliver the mattress.  Once I again, I was not at home, would not be home for several hours and had not been contacted by Mega Furniture to schedule this delivery.  In fact, I had told [redacted] that I would be picking the mattress up from the Metro location.  I have received one message on my cell phone (yesterday, March 10, 2014) letting me know that the mattress was indeed at the Metro location and that I could pick it up at my convenience.  

Second, as for compensation, because I had spent over $5000 I was offered "free delivery."  Therefore, [redacted] is mistaken as to the refund.  I did; however, receive a refund of $150 (to date) - $100 for the warranty registration fee that I paid and and extra $50.  That was with the understanding that I would be have immediate delivery of the remaining mattress.  

Since the initial refund, I have experienced more inconveniences, my daughters still can't sleep in their beds because we're still missing the mattress, and I have been getting the run-around from management.  I have asked to speak with the General Manager "[redacted]" to discuss the situation further and have been sent to everyone else but "[redacted]".  I continue to feel that I should be compensated for these additional inconveniences.  

FINAL OFFER:  I would like to speak with "[redacted]" the General Manager (not a customer service manager, not a warehouse manager, not a store manager) to discuss the matter further so that we can come to some kind of resolution before I seek legal action.  I continue to believe that an additional $200 refund is justified under the circumstances.

Regards,

To whom it may concern,Mr. [redacted] visited our store on 1/16/16, and purchased the Kian 4700 modular sectional based on his preferences. Mr. [redacted] signed agreeing to the order as advertised, and signed agreeing to our sales policies. Mega Furniture delivered his furniture on 2/1/16 and our...

customer signed that it was delivered in good condition. Mega Furniture called Mr. [redacted] at 4:23 pm on 2/1/16, and he stated "delivery was perfect".Mr. [redacted] first reported 11 days after delivery that the furniture was dropped. He stated he did not like that the back edges do not align perfectly. We reminded Mr. [redacted] about the delivery policy; all delivery damages need to be reported within 48 hours. However, We dispatched a tech to investigate on February 18th. Our tech reported that his complaint cannot be repaired, since this set is modular and is movable. We also verified that our floor models are displayed with the same "misalignment", and modular items come like this. We contacted the Manuf. just to be clear the warranty coverage. [redacted] responded stating that this misalignment can be adjusted since it is modular, however, the  brackets would need to be modified to try and appease the aesthetics for this customer. This means that this is not a defect in manufacturing, it is not considered damaged, but we can try to decrease his complaint. We informed our customer on 4/20/16 that Mega is willing to do this for free, however, we need to pick up the sectional and do so in our warehouse. Mr. [redacted] has declined this offer for assistance. If Mr. [redacted] would like us to assist him, we would be happy to within a reasonable time frame. Mega Furniture has held true to our advertising, our warranty policies, and even offered a free repair for an item not covered as a defect. We feel this is above and beyond for our customer, and look forward to assisting him if he would like to accept. Best Regards,Mega Furniture Management

To Whom it may concern,I Have taken the information given, and reviewed our stance on this customer. I reached out to [redacted] protection plan and asked about their procedure for taking care of their customers. I then spoke to the customer, who requested we follow the warranty policy since that is what was paid for. Therefor, Mega Furniture has offered Mr. and Mrs. [redacted] and in store credit for $1100 to reselect a completely different sectional, and complete their warranty. Mr. [redacted] has expressed that he is pleased with this compromise, and will be discussing this with his wife in the next few days. At this point, Mega Furniture believes we have reached a comfortable compromise, and look forward to getting new merchandise in Mr. [redacted]'s home. best Regards,[redacted]Customer Relationship Manager###-###-####

To whom it may concern,To the best of our knowledge, Mrs. [redacted] is not a customer of ours. Based on the information provided, the name we have on file is [redacted]. Mrs. [redacted] visitted our Phoenix Mega Furnture Location on...

January 4th, 2015 and purchased a multitude of furniture based on her preferences, including the Simmons Brantford TT PLUSH Queen Mattress BR Recharge. Mrs. [redacted] received delivery on January 7th, 2015 and signed that delivery was in good condition, and gave feedback of 5/5 stars. On January 9th, Mrs. [redacted] contacted the store she purchased from, not the customer service department, and complained her mattress was bothering her back and was "sinking" in the center. The store sent customer service an email. We followed up with Mrs. [redacted] and created a service appointment with a third party associated with Simmons named Precise Mattress Inspection. However, the phone number we had for Mrs. [redacted] was incorrect. We spoke to Mrs. [redacted] again on January 28th, and corrected the phone number and created the appointment for inspection. Precise Mattress Inspection (or P.M.I. for short) set Mrs. [redacted] up with an inspection on Feburary 12th, 2015. On Feburary 12th, the inspection took place. Please see attached inspection report. Based on the PLUSH model Mrs. [redacted] puchased, there is a tolerance of impression into the mattress of up to 1.5 inches. Please see document provided by Simmons Manufacturer. Mrs. [redacted]'s impression did not exceed 7/8ths on an inch. We contacted Mrs. [redacted] and informed her that this mattress impression is within tollerance for a plush mattress. Mrs. [redacted] also spoke with our store manager at the Phoenix Mega Furniture location. At the time of purchase, all customers are informed that mattresses can cause discomfort while your body adjusts from different alignments while sleeping. This period is from 30-60 days. I have discussed this with Mrs. [redacted], and she is unwilling to wait the appropriate amount of days to allow her body to adjust to a new mattress.At this point, based on the only option Mrs. [redacted] is willing to accept, we will be picking up her mattress on March 4th, 2015, and after that point, we will be refunding Mrs. [redacted] the cost for her mattress and box spring. This will complete our business with Mrs. [redacted]. For any farther questions, please contact myself,Kaycee YannuzziCustomer Relationship ManagerMega Furniture LLC602-688-8900 x [email protected]

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.

 If the manufacture is no longer making the furniture I purchased I'm afraid they will just find floor model. The comfort and the material that they delivered is nothing like the furniture in the store. I've.  been out of town and will call Mega furniture on Friday. The furniture is still in our garage and have not been used by us. If this can't be resolved soon I would rather Mega Furniture would just refund my money

Regards,

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,

I will not accept 150.00 for furniture that I have never used, Since the first day I got the furniture we have kept the furniture in the garage un used we have tried to sell on [redacted] 4 different couples came to see the furniture and I couldn't get anyone to be interested in purchasing due to the comfort level. I have name and numbers from 2 of them stating how hard the furniture is. Again I will remind you that the manager ([redacted]) did tell me it was the wrong furniture.

If they want to get the furniture from California sent to the store I'm willing to  come there and make sure that the furniture is indeed the furniture I purchased (regarding comfort level like the one I saw in the store) or they can pick up the furniture and return my money.

To Whom It May Concern:

We have received the new sofa. I have verified it myself to ensure it is the correct merchandise. The customer is more than welcome to come to our warehouse located at: [redacted] to inspect the merchandise prior to delivery or contact myself to set up a day for delivery Monday through Saturday that will work with their schedule.

Thank you,

CS Manager

Mega Furniture

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

[redacted]@megafurnitureusa.com

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]

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,

Mr [redacted],I do apologize for any inconvenience you have experienced with your recent purchase with our company. It is my understanding from the store manager, [redacted], this order has already been taken care of and the credit from your cancelled order ([redacted]) has been taken and credited to...

your current order ([redacted]). This order of merchandise is in stock and can be picked up from our warehouse 12PM to 5PM Monday or Wednesday through Saturday.Thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact me directly as I am here to help.Thank you,[redacted]CS ManagerMega Furniture

Mr [redacted],I apologize for any inconveniences you have had with your experience during this purchase from Mega Furniture. I would like to inform you, we received your sectional back from [redacted] yesterday and have set you for delivery this Saturday, February 1. You will receive a...

confirmation call tomorrow afternoon to confirm someone will be home to receive this delivery.Unfortunately, I cannot authorize refund of the delivery fee due to delivery will be completed this weekend. However I do acknowledge the inconveniences created having to wait and reschedule delivery multiple times. I would like to offer you $100 of in store credit to select something from our store (lamps, picture, rug, etc.). Jason, the store manager, is looking forward to helping you pick some accessories with this in store credit to go with your new sectional.Should you have any further questions or concerns, please do not hesitate to contact me directly at the information listed below or you can contact Jason at the Gilbert store at ###-###-####.Thank you,[redacted]CS ManagerMega Furniture

Good Morning, This customer visited our Mega Furniture [redacted] location on December 28th, 2014 and purchased the aforementioned lamps. This customer tested the lamps inside the store, and took them with her out of the showroom. The reason for this is because Mega Furniture does not...

deliver lamps due to the fragility of them. On January 7th, 2015, this customer called customer service and reported her lamps were no longer working, and customer stated they did not work after her drive home based on something hapening after she left Mega Furniture. We offered to order the parts that the manufacturer warranty, however, we explained these parts are limited. This included the switch, harp, and two lamp shades. These parts were ordered on January 16th, 2015Once we received these parts, the customer said these would not solve the issue she had, and did not want a technitian to come inspect what the issue might be. At this point the customer wanted to cancel her Lamps completely and receive her funds back. I explained Floor lamps are "as is", and that is why our options are limitted. This is the reason we allow our customers to test and view lamps on the floor before taking them home. Mega Furniture is not responsible for issues during the customer's transportation home. Based on my conversations with this customer, I have offered to replace her lams for her, as a one time courteousy. We have gone over the policy regarding lamps being an as-is item, and the parts we can order are limited. She will be visitting our [redacted] Showroom today to test new lamps, and understands these new lamps are also as-is. This customer has expressed that this will resolve her complaint, and help her enjoy her purchase to the fullest. Please contact me if you have any farther questions. [redacted]Customer Relationship ManagerMega Furniture LLC

Good afternoon,Here at Mega Furniture we take pride in the quality of our merchandise, and we strive for excellent customer service. Mr. [redacted] visited our Mega Furniture Goodyear store on November 30th 2014, and purchased a collection of furniture from us. Customer agreed to our refund...

and exchange policy at this time (attached). Mr. [redacted] received his delivery on December 6th, 2014 which included all of his merchandise except the mattress foundation. (attached is customer's signature that merchandise was delivered in good condition).  Customer was notified that his foundation was on back order and delivery could take several weeks during the holiday season. In a good faith effort to do right by our customer, we arranged for a personal delivery driver from the Goodyear store to deliver the Foundation around Mr. [redacted]' schedule. We reach out to Mr. [redacted] at the phone number ###-###-####, but received no response. I was able to get in contact with the customer with his contact information listed on Revdex.com. I offered Mr. [redacted] an in store credit of $100.00 to cover the delivery of his next purchase. I also informed customer we can have the furniture out to his home by the end of the week 01/10/2015. Customer has declined the delivery of his foundation and the $100.00 credit at this time. I also informed the customer if he does not wish to have his foundation, we can credit the cost of the foundation as well as the delivery, in the amount of $205.00 to his [redacted] financing. Mr. [redacted] declined this option as well, however, he understands they are still available to him at this time. We apologize for any misunderstanding or communication. We look forward to doing right by this customer and rectifying the situation. Thank you,[redacted]Customer Relationship ManagerMega Furniture USA###-###-####