Mega Furniture

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

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

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 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.
       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]

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

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, 
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

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]

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

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,

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:

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

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[redacted]@megafurnitureusa.com

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.

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,

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]

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

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

I will never buy for Mega Furniture again! I have been waiting since August 17th 2016 it is now October 12th 2016. This item that I ordered is a bed for my daughter. I went into the store bought it and they told me it was not on back order and that it was in stock and it was not a special order either. I have called twice each week for every time they told me that my bed was going to come in. I still do not have my bed. I requested to speak to a manager. I spoke to Chris the manager at the warehouse and he gave me Malik which is the owner email address. I emailed the owner to find out that it was not the correct email address so I was lied to. I have been getting the runaround from everybody I've talked to from there and I cannot get ahold of the owner whatsoever. It seems to be very shady business and I want everyone to know this and if I were you I would never buy from the store ever if you want your product. No one seems to know why I have waited this long for a head board, foot board and rails.

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,