Mega Furniture

I apologize for the inconveniences the customer has experienced however when picking up special order merchandise for repair, we do inform customers it can take anywhere from one week to four weeks depending on the extent of the damages. This sectional in question was damaged more than expected and...

took longer for the manufacturer to repair.We have received the merchandise back and have the customer scheduled for delivery on Saturday, October 18th unless the customer does not confirm or postponed.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS Manager

In regards to complaint: [redacted], I have emailed the customer this morning. As soon as we receive a response from the customer stating the reason the insurance company denied the claim and the acceptance of the $600 check to close the claim, we will be processing the check. I have offered to mail...

the check to the customer or drop the check off at the store the purchase was made for the customer to pick up.For any further questions or concerns, please contact me directly.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.

Floor model pics. I was only able to take two pics because [redacted](manager) said I was interfering with business. As you can see the backs are pretty close together as they should be.

Regards,

Tell us why here...To whom it may concern, and the Revdex.com,Mr. and Mrs. [redacted] (to be described as customer [redacted] for Revdex.com anonymity), came and purchased from Mega Furniture on April 25th, 2015. At the time of sale, customer [redacted] signed our terms of sale,...

including, "Seller makes no warranty beyond any written description itimized in this order. Such disclaimer does not effect manufacture warranty if any". Customer [redacted] was scheduled for delivery. Mega Furniture was able to deliver the merchandise after it became available from the manufacturer on May 15th, 2015. During delivery, customer signed that merchandise was received in good condition and customer would not claim damages later. Customer [redacted] first contacted us on September 2nd, 2015. Customer explained that the rocker recliner was no longer working. Based on discussions with our technician, the mechanism would need to be replaced. That same day, Mega Furniture placed a claim with the manufacturer for a replacement mechanism (the gears that support the chair while reclining). On September 3rd, 2015 we spoke to customer [redacted] and explained we were waiting for en estimated-time-of-arrival from the manufacturer and would contact the customer when we had an update. On September 7th, Mega FUrniture spoke to customer [redacted] again. The manufacturer of the merchandise ([redacted] Upholstery) had informed us this mechanism could take 2-3 weeks to ship via ground shipping. The customer became very distraught. After deliberation with management regarding this time frame caused by the manufacturer (not by Mega Furniture) Mega Furniture has decided to pay expedited shipping for the mechanism to take care of our customer more quickly. This is not customary and is only possible when the manufacturer allows it, and Mega Furniture is pleased that [redacted] Upholstery is allowing this for our customer [redacted]. The Mechanism arrived to Mega Furniture on Saturday September 12th, and Customer [redacted] is scheduled for a technician appointment today, September 14th, 2015. Customer [redacted] has expressed that this resolved his complaint, and Mega FUrniture looks forward to repairing our customer's recliner chair.Please feel free to contact me if you have any farther questions.Best Regards,[redacted]Mega Furniture

Good Afternoon,Here at Mega Furniture,we strive for quality furniture at affordable prices, and compassionate customer service.[redacted] visited our Mega Furniture [redacted] location on April 3rd, 2014, and based on his requests, we helped [redacted] purchase a sofa, love seat...

and chair set. We delivered the merchandise to the customer on April 7th, 2014, and [redacted] signed that he was satisfied with his delivery and there were no damages to the merchandise. [redacted] also purchased the [redacted] accidental 5 year warranty. I have contacted [redacted] and they have confirmed the postal mailed the customer a letter in May 2014 outlining their coverage and policies. I have asked [redacted] to resend an identical letter to the customer in case [redacted] no longer has his for his records. [redacted] has also agreed to reach out to our customer today (January 14th) to inform him of their procedure for a professional cleaning.[redacted] first called our customer service department on August 19th, 2014 to report one of the pull handles on his furniture was not working. We explained to the customer his manufacture warranty was only 90 days. [redacted] expressed his concerns with this, and therefor our representative [redacted] offered to at least take a look at the issue, and requested pictures of the furniture in question. Our customer service department did not receive pictures of the merchandise, and [redacted] called in to the customer service department again on January 12th, 2015. Despite no manufacture warranty, I tried offering [redacted] a 50% discount on technician work, and customer declined. I tried offering [redacted] complimentary one-time service in our warehouse and customer responded that he only wanted the merchandise services inside of his home. I informed [redacted] I would see what else could be done. I called [redacted] back the same day at approximately 4:30 pm at  [redacted] and  [redacted]. I was not able to reach customer, and even made a note that [redacted] phone number  [redacted] does not have a voice mail that is set up. Therefor, no voice mail was left. Mega Furniture and myself want [redacted] to be happy with his purchase. Therefor, I am willing to send our technician to [redacted] home, without charge, to try and fix the furniture. Due to no manufacture warranty, we will not be able to order parts if his parts have been irreparably damaged. However, we will make our best faith effort to solve the issues with [redacted] springs. In addition, we will repair [redacted] broken reclining handle. It is our hope, that this service, combined with [redacted] reaching our to [redacted] for better knowledge on his warranty, will help [redacted] feel comfortable with his purchase through Mega Furniture. Thank you,[redacted]Customer Relations ManagerMega Furniture LLC

To Whom It May Concern:We had a technician scheduled to go out to this customer's home on Thursday between 3 and 7 but unfortunately the customer was unavailable due to personal reasons. We will get the technician scheduled to go out to the area the customer lives again sometime next week....

The customer will receive a call 2 days prior to the appointment to confirm someone will be home to receive the technician appointment.For any further questions or concerns, please contact me directly.Thank you,

[redacted]CS ManagerMega Furniture

To whom it may concern and the Revdex.com,Mega Furniture customer [redacted] (to be referred to as customer [redacted] for Revdex.com anonymity) visited our Mega Furniture [redacted] location on February 21st, 2014 and purchased a set of furniture based on her preferences. At the time of...

purchase, customer [redacted] signed agreeing to our store policies. These policies stated, "Seller makes no  warranty beyond any itemized description in this order". Proof of this signature has been provided to Revdex.com for review. Customer [redacted] received delivery of their merchandise on February 25th, 2014 and signed agreeing merchandise was delivered in good condition and they would not claim damages later. Proof of signature has been provided to Revdex.com for review. The first contact Mega Furniture received from customer [redacted] was on April 24th, 2015. Customer [redacted] called us to report their fabric on their sofa was cracking. Due to the 1-year manufacturer's warranty being completed, we referred the customer to contact their GBS accidental extended warranty. Mega Furniture received no communication from customer [redacted] until the customer visited our [redacted] location on June 20th, 2015 and was very upset GBS denied their claim. Customer said GBS has not been returning their phone calls. To help our customers receive some relief, I contacted GBS and was informed their claim was denied because the customers failed to report their damage inside of the warranty period. GBS did provide Mega Furniture with a copy of this customers warranty terms and conditions, which was mailed to customer [redacted] on April 4th, 2014. This is being provided to Revdex.com for review. However, Mega Furniture made the decision to help this customer, despite GBS declining their claim, and their manufacturer warranty being out. We offered to do a one-time re-upholstery of their merchandise, and we would discuss the billing with GBS. Customer was very thankful, and sent pictures of the cracking done to the merchandise. The upholstery was ordered for the customer on June 22nd, and were sent directly to the customer's address. The customer was contacted on June 22nd, and informed of the fabric order placed. On July 28th, 2015, customer  contacted Mega Furniture and informed us the fabric has been delivered to his home. We called the customer back on July 29th, 2014, and customer [redacted] did not seem to know what we were talking about. Finally customer;s wife called us on July 30th and scheduled a technician appointment for August 5th, 2015. During the technician appointment for August 5th, 2015, Mega Furniture's technician was confused and was not able to complete the service. We have since had this rectified, and offered to re-dispatch a technician on August 10th, 2015. During this appointment, we contacted customer [redacted] before her appointment, and informed her the technician had a flat tire, and would be delayed. Customer was very happy we contacted them, and requested we call them when the technician was back on the road. Mega Furniture then received another call at 12:45 pm from customer [redacted]. We informed our customer that the technician was not back on the road yet, but regardless, customer [redacted] cancelled her appointment and said she wants to return her merchandise. At this point, I reminded customer [redacted] that she is out of warranty, and Mega Furniture was doing this repair out of good faith to satisfy our customer (even after all of her claims could have been denied). After this conversation, the customer requested we offer an in store credit instead. I was willing to attempt to get in store credit, however I reminded customer [redacted] (on August 10th, 2015) that chances were slim because all of her warranties were completed and denied. I informed our customers that management would not receive this request until Wednesday, and I would keep them informed until I received a response. I contacted customer [redacted] on Wednesday 8/12/2015 and informed Mr. [redacted] the claim was not approved yet. I called the customer again on August 13th, 2015 and has a wonderful conversation with the customer regarding his schooling, and informed him I still had not had a response. I also informed our customer that with the weekend approaching, I would call him again on Friday, otherwise, I would need to call on Monday. Mr. [redacted] agreed with myself ([redacted]) that I would call him at 4:30 pm the next day and give him another update. Mr. [redacted] called Mega Furniture at 3:00 pm on August 14th, 2015 asking for an update, and was informed no update has been provided yet. It was agreed that Mr. [redacted] would be called again on Monday, and customer was okay with this. However, at 3:30 pm, Mrs. [redacted] called Mega Furniture with threats if we did not have an answer for her today. We reminded Mrs. [redacted] that we had a follow up scheduled for Monday, but she was not pleased with this response like Mr. [redacted] was. This is when the Revdex.com complaint was filed.At 6:12 am this morning, August 15th, 2015 we received response that the in store credit was approved the night before after closing hours. I have since reached out to the customer and informed them of this outcome. I also discussed with Mrs. [redacted] about the miscommunication between Him receiving updated and not informing her, and she agreed that it was a miscommunication on their part. Mega Furniture has done MORE then our due diligence for this customer. We have satisfied this customer, despite having no manufacturer's warranty, and having their claim Denied by GBS for not reporting their cracking within 30 days of first noticing the damages. Mega Furniture had the legal right to deny all of these claims, however, we took care of our customers because the circumstances permitted. We look forward to completing this claim for customer [redacted].Please contact me if you have any farther questions. [redacted]Customer Relationship ManagerMega Furniture LLC###-###-####

Ms Osullivan,

I apologize for any inconvenience you have experienced with this purchase from our company. However, I would like to inform you we have your living room furniture and we would like to deliver to you. There is a balance on the account of $130.99 which after talking to the...

store manager, we are willing to take care of for you if you are still willing to accept delivery of the living room furniture.

Unfortunately according to our policy, "Special Orders are not subject to cancellation" and I am unable to cancel the living room furniture because it is a special order and was built to your specifications.

We do have your living room furniture and we would like to get it delivered this weekend if this work with your schedule.

If you have any questions or concerns, please contact me directly.

Thank you,

CS Manager

Mega Furniture

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

Mega Furniture has contacted a supplier for the Pastel table that Mr. [redacted] selected, and we are importing from out of state especially for Mr. [redacted]. He has been informed that this piece may take two (2) weeks to receive, and he has informed us this will be satisfactory for now. He has also been offered to use the scratched table in his home with no recourse while awaiting the new table's arrival. Please feel free to contact me if you have any questions or concerns. Mega Furniture Management###-###-####

To whom it may concern and the Revdex.com, 
Mega Furniture and I sincerely apologize that there were unexpected cosmetic damages at the time of our customer's original delivery. Sometimes bumps a bruises are unexpected, and we are glad were got this delivered as soon as...

possible. In addition, we also apologize for not better explaining that at the time of purchase, we explain in writing that special ordered merchandise can take 3-8 weeks to arrive. We anticipated this merchandise in better time, but Mega Furniture has no control over delayed caused by manufacturer scheduling. Our customer signed agreeing we have no control over this at the time of purchase. Of course we did not charge for two deliveries, since the cosmetic damages were not at any fault to our customer. We appreciate her patience and communication while we had this rectified on June 25th, 2016, and the customer then agreed all merchandise was delivered in good condition, and she wouldn't claim delivery damages later. 
Due to the rock-bottom pricing that our customer received when she purchased, unfortunately management cannot authorize concession on this purchase. However, Management has authorized to extend an in-store gift credit in the amount of $100.00 (the amount paid for her delivery) in which she can use towards her home. We hope these gifts help our customer feels appreciated, as we do care about her merchandise, and her experience with us. 
Please feel free to contact me if you have any questions or concerns,
Mega Furniture Management

Your dates are off. The initial call was made a week prior. At that point my information was left as the customer service rep. That handles the store we purchased from was out of the office. I was told I would be called back the following week. The call never came at which point I called back. What it all comes down to is I purchased a product that has broken multiple times now and I have had to work to get it repaired each time. The repairs are more like quick fixes then repairs leaving the furniture with holes in the leather. It is clear to me now that your company cares little about the customer and more about selling delivery services. As we currently do not have a vehicle that can transport the whole unit back for repair and the warranty expires this week we will live with broken like new furniture, the stories of horrible customer service, and call it a life lesson. I wish I could say it has been a pleasure dealing with you but It has not. Just a reminder to research who you're doing business with before making a purchase.

[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,

Today went to Mega furniture, was a great experience. Carlos and Nohemi were awesome they made our experience so amazing. Nohemi was great and very patient showing all kinds of beds and sofas. Thank you guys for everything you did for us.

To whom it may concern. I have been in contact with mega furniture and my issue has been resolved. I am satisfied with how Mega furniture finally after many weeks listened to my request. I hope in the future with there costumers they continue to make the costumer satisfied. Best regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

[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, Mrs. [redacted] visited our Mega Furniture Glendale store on 11/14/2013 and selected merchandise based on her preferences. Mrs. [redacted] received delivery on 12/14/2013, and signed that merchandise was received in good condition. At the time of purchase, Mrs. [redacted]...

purchased the GBS accidental protection plan. This protection plan mailed Mrs. [redacted] a letter on 11/27/2013 stating the exclusions and provisions of this protection. In the letter, it does state that Mrs. [redacted] can cancel her warranty within 30 days of the letter for a full refund if the terms and conditions did not work for her. This cancellation was not initiated. The merchandise in question came with a 1-year manufacturer's warranty for structure. Mrs. [redacted] called Mega Furniture regarding the damage in question on October 29th, 2015. Mrs. [redacted] was informed her panels are out of warranty due to it being longer than 12 months since her delivery purchase. Mega Furniture offered to replace her panels for a nominal charge. However, Mrs. [redacted] has declined. Her GBS accidental protection plan is still active until November 26th, 2018, and this protection is for accidental cosmetic damages. I have attached a copy of the original letter sent to Mrs. [redacted] in 2013 which outlines her accidental protection. If Mrs. [redacted] would like to purchase replacement rails, Mega Furniture would be willing to work with her on price. We appreciate her business. Please feel free to contact me if you have any farther questions, Mega Furniture ManagementMega Furniture[redacted]

I have reviewed the response made by the business in reference to complaint ID 9930925, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The business has not resolved this issue. They did not contact me or setup anything to resolve this issue. They may responded just to get the Revdex.com off their backs but did not do anything. 

Regards,

Thank you for responding our issues, I have spoken to my mom and she would like to exchange something else instead the sofa. Since that day she had received the sofa she has not touch at all. If that would be solve the problem. Thanks! [redacted]

To whom it may Concern,Mega Furniture has pulled a copy of the recording. Here is the dependency. During my phone conversation with Mrs. [redacted] (customer [redacted]), I offered, without charge to exchange customer [redacted]'s recliner due to easing her worries about the bag in her merchandise. Mrs. [redacted] stated she did not have a way to bring the recliner back. I then said, "Well, you can keep the recliner that you have if you want, because there is nothing wrong with the integrity of it. We do not need to do an exchange." Nothing else was added to this statement. Mrs. [redacted] assumed I meant she can receive a new recliner, and not bring her old recliner back. During my last conversation with customer [redacted] I asked her if I ever used the words, "Keep the recliner AND receive a new one", and she agreed I never used the word "and". After management has pulled the recording, it was corroborated that I never explicitly promised free merchandise. I merely offered for Mrs. [redacted] to keep her current recliner and forgo the exchange, if bringing her merchandise back was too troublesome. This offer has since been debunked, considering Mega Furniture has offered the generous compensation to exchange her recliner, at no charge, free of delivery expenses. In addition, we are willing to reschedule her missed technician appointment and waive the $45.00 fee associated with missing a confirmed appointment. Mega Furniture is not responsible for assumptions made without clear corroboration for "free"/"complimentary"/"no charge" merchandise. Customer [redacted] was not promised free merchandise, as this would not be a lucrative business practice. The compensation offered has included offering new merchandise after her current merchandise has been used in her home, waiving the $100.00 exchange charge, offering a technician to look through her cushions for her due to her statement that is fearful to do so herself, as well as a one time waiver for the $45.00 fee caused by a missed appointment. Customer [redacted] is invited to contact Mega Furniture at [redacted] as soon as she is ready to reschedule her appointment, and the offer for her complimentary exchange stands available until June 26th, 2015. For any additional questions, please feel free to contact me. [redacted]Customer Relationship ManagerMega Furniture LLC[redacted]