Mega Furniture

Good Afternoon to whom it may concern,I have been in contact regarding this customer's complaint. This customer visited our Mega Furniture [redacted] location on 3/18/2015 and looked at an advertised item that she liked, and wanted to know if we offered that table in a light cherry color. Our sales...

associate did find an item in our database that was comproable. However, at the time, we only had chairs of this color in stock. The customer decided to go forward with the purchase based on the model chair given. This customer came and picked up the table ordered on March 31st, 2015, and chose not to inspect the item while at the warehouse. Later on that afternoon, this customer called us and stated the table was darker than she anticipated. We verified the item she received was the same item she signed agreeing to purchase, therefor there was no clerical error on mega Furniture's part. However, the table the customer did receive had no legs in the box. Based on this mistake made by the table manufacturer, I reached out to the customer on March 37th and offered the customer a full refund in exchange for bringing the table back. Customer dropped off the table on March 28th, and received her full refund the same day. I have apologized numerous times for the customer's delay in resolution. She has stated she feels much better about her experience with us now, and may possibly purchase with us again in the future. In addition, the store has been updated with new policy on how to sell items before the customer has viewed them. Please contact me if you have any more questons,[redacted]Customer Relationship ManagerMega Furnture LLC

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,

Good Morning, In reference to the story below, this is the list of interactions we have had with this customer. [redacted] purchased a 7 piece sectional made by [redacted] on November 11th, 2014. Delivery took place on November 14th, 2014, and [redacted] signed receiving...

merchandise in good condition, and made no mention on his documentation regarding issues he saw with his merchandise. We did not hear from [redacted] until the holiday season, on December 22nd, 2015. [redacted] called in to report that one only seat of his 7 piece sectional leaned to the side. He also mentioned that end section of his recliner was not fully assembled, and the consoles didn't seem to have enough padding. Based on these descriptions, we requested photographs to better gauge how to help [redacted] with his purchase. We received photographs from [redacted] and forwarded them to the manufacturer to open a claim.On January 12th we got back in touch with [redacted] and informed him the one seat that was sinking could either be repaired, or replaced, and we can replace the stuffing in the console. This resolution was not satisfactory to [redacted], and he asked what we planned to do about the two items that did not fit together. We did inform [redacted] that our technitians can repair this, however as customer service representatives, we did not have the knowledge to explain how. We attempted to schedule [redacted] with a technitian appointment, but he wanted more information about these items that did not fit together, we we scheduled to call [redacted] back after finding this information out for him. On January 24th, we called, and [redacted] said she was too busy and to call another time.  On January 26th, We called [redacted] and discussed the repair the technitian could make to the hardware that holds the sectional pieces together. It was going to be a simple reassembly, and we tried to schedule [redacted] with a technitian appointment, again. This was declined again, and [redacted] was only accepting of a full refund after we picked his merchandise up. I tried explaining to [redacted] that his merchandise is repairable, and as a courtesy we would replace the one seat that is sinking. However, he said the leather is not what the store promised him. [redacted] said his sales associate told him the furniture is leather, and I reitterated to [redacted] that it is a bonded leather. Our customer argued that this sectional was not leather in any way, and I reassured him it was bonded leather, which is a leather blend. This gives the sectional the softnedd of leather, at a much better price than top grain leather. [redacted] said he thought he was buying top grain leather, and I asked him if his sales associate promised him top grain, and he said no. I apologized for any misunderstanding, however, Mega Furniture cannot be responsable for customers who assume bonded leather is 100% leather.[redacted] continued to decline a technitian appointment, and we did not hear from [redacted] again until He submitted a charge back to his credit card in mid Feburary, and I cannot speak regarding this chargeback. On March 4th, 2015, this customer called in and asked to schedule someone to come pick this merchandise up. I reiterated that the pick up is not authorized based on his merchandise being completely repairable, but I would still like to schedule a technician appointment, and an exchange for his one sinking item. [redacted] thain used profanity, and said he would come drive it to us and drop it off. I reminded [redacted] that bringing it to us without a return authorization would constitute a donation. [redacted] became frustrated, and asked what other options he has to get different merchandise in his home. I informed him he has the right to sell or trade his merchandise as he pleases, however we cannot take his merchandise back on our end. [redacted] because frustrated and he ended the phone call. Mega Furniture stands behind our product. The item in this customer's home is the same as what he saw on the showroom at the time of purchase. We delivered the merchandise in good condition and we have continually tried to schedule an exchange and repair for [redacted]. This customer signed agreeing to these policies at the time of purchase, and we have continued to uphold our promise and guarantee to honor the manufacturer warranty. If [redacted] has decided he has buyer's-remorse, we do allow cancellations, based on the signed agreement for a 40% restocking charge. We are still willing to pick [redacted]' merchandise us and refund him the amount $1076.83.I invite [redacted] to please contact us when he wishes to move forward with a technician, or with restocking his merchandise. Please contact me if you have any farther questions. Thank you,[redacted]Customer Relationship ManagerMega Furniture LLC

regarding ref# [redacted].  I contacted customer on 4/21/2014.  I offered the customer to come into any of our 9 locations and re select. she would get the full credit of the original purchase price of the sectional.  The customer has been delivered 2 of the original sectionals and is...

unhappy with the gaps in between the furniture.  I explained to the customer that is how reclining furniture is made and due to the fact that they are free floating the sectional it is more noticeable.  My goal is to make the customer happy.  I have  given the customer my contact info and she will discuss with her husband and let me know her decision.

Thanks

Mr [redacted],

I apologize for any inconveniences you have experienced with Mega Furniture. We have ordered the replacement wedge and are waiting for the piece to come in. Also, we are ordering mechanisms to fix the leaning of the right and left recliners. [redacted], the customer service...

representative for your store, will be contacting you in the next 48 hours to confirm your address to have the mechanisms shipped to your home so our technician can install them for you.

If you have any questions or concerns, please do not hesitate to contact me directly.

Thank you,

CS Manager

Mega Furniture

 [redacted]

Mega Furniture can see that [redacted] Inspection attempted contact on March 1st at 13:06, again on March 4th at 14:02, and on March 8th at 13:12. We have spoken to our customer on March 11th and verified her phone number, and sent her phone number in a message to [redacted] Inspection. Hopefully this will clear up any miscommunication there has been thus far. I have attached a copy of the contact time stamps for the Better Business to Review. In regards to our customer's concerns, all floor models are assessed regularly to not have a defect in manufacturing for our showroom floor. [redacted] is going to confirm if Mrs. [redacted] has a defect in her mattress making the firmness different than intended. Upon confirmation of a defect effecting any component covered under warranty, Mega Furniture will replace the mattress at no cost to Mrs. [redacted]. Please feel free to contact me if you have any additional Questions or concerns. Mega Furniture Management###-###-####

In attention of Revdex.com and our valued customer,We sincerely apologize for the miscommunication we had between the stores and the delivery team. We recognized the issue, and was able to deliver the aforementioned customer's furniture on December 16th, 2014 with a personal Delivery driver, Randy....

Our customer did sign the attached acceptance of delivery that he was satisfied with the delivery. Thank you,[redacted]Customer Relationship Manager

Ma'am,

I have confirmed with the store manager and my warehouse staff. The merchandise you received is the correct merchandise. I contacted the manufacturer and they stated they changed the way the handles were to help with the longevity of the merchandise. If you would like the older...

model of the merchandise, I am more than willing to check my stock and see if we still have this style available.

Please contact me directly if you have any further questions or concerns.

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I had to reschedule the tech do to medical issues and appointment done last minute, I did call but let them know they were closed. As far as the bag I really DO NOT CARE for it anymore. It is amazing how the story of what happened to it has changed 4 times now. bottom line is I am still waiting for the recorded conversation where I was told I would receive a new recliner and would be allowed to keep the one I have as well as checking it inside by a tech to make sure there was nothing else inside as a curtsey and compasation for the bad experience, lost time, and inconvenience this has been for me.

Regards,

To Whom It May Concern:The customer received a refund of $474.58. This refund included the 60% of the GBS protection plan. The customer was already registered with the protection company and was not eligible to receive the full refund of the protection plan. If the customer had not received...

the 60% refund of the GBS plan, the refund would have only been $409.06.The customer did receive the correct refund and she agreed to this refund prior to having the merchandise picked up or having the refund processed on her credit card.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS Manager

To whom it may concern, and the Revdex.com, Customer [redacted] purchased from Mega Furniture on July 3rd, 2015. During this purchase, customer signed agreeing to our terms of service, and signed their [redacted] leasing contract with a list of their payment schedule. Mega...

Furniture apologizes if there was a verbal miscommunication, however, customer did sign agreeing tot he payment schedule that ensued. Customer [redacted] called Mega Furniture on August 14th, 2015 requesting we cancel her contract. Mega Furniture made a generous exception not to charge our customer the signed agreed restocking charge of $559.20, and agreed to cancel her leasing contract fully. This cancellation was sent to [redacted] on 8/14/2015. Please see attached PDF showing cancellation was sent on 8/14/2015. The down payment in question for the complaint was made to [redacted] Leasing, not to Mega Furniture. Customer [redacted] needs to contact [redacted] at ###-###-#### for the status on her refund. If the resolution customer is seeking is only in regards ti her refund, then this complaint is invalid against Mega Furniture, and needs to be directed to [redacted] Leasing. Mega Furniture did not take these funds from this customer. However, In good faith as an honest company, I reached out to [redacted] Leasing for this customer. This charge was refunded on 8/24/2015. The banking transaction code for this customer is [redacted]. Customer is welcome to discuss this with her bank, as Mega Furniture had nothing to do with this refund. Please feel free to contact me with any farther questions, [redacted]Customer Relationship ManagerMega Furniture LLC###-###-####

Ma'am,I apologize for the miscommunication. Under normal circumstances, tax and delivery is not covered under In-Store Credit however, since the merchandise was sold to you and you were informed it is covered, we have placed the order for the bookcases. We should be receiving them in the next 7 to 14 business days to deliver to your home.Please note at the time of delivery of the bookcases, we will be picking up the dining table set as this was a re-selection offer.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture[redacted]

We will not shop there again - we purchased a love seat and couch spending over $1500 for set. The loveseat "leather" is peeling off but the couch is still like new so that tells us that the fabric came from a different cut. They said since we have had for over the 1 year time frame, they cannot and will not replace, we only use this during fall months so the 3 years we've had it it has had actually only 1 1/2 years use. they have another one sitting in their back room as they don't carry this set anymore but still won't do anything about this loveseat. we are an older couple and no children use this furniture with us. So sad that they can keep selling low grade pieces. No wonder it has only 1 year warranty.

Good Morning,[redacted] purchased the "[redacted]" from our Mega Furniture Tempe location on March 8th, 2014, and signed her sales ticket agreeing to all refund, exchange and delivery policies. Delivery was completed on March 12th, and customer...

signed that Mattress was delivered in good condition. [redacted] called us on October 31st, 2014 to inform us her mattress was "folding" and uncomfortable. We informed [redacted] that for any Simmons mattress complaint, we set customers up with an inspection in order to authorize replacements. Customer agreed, and we immediately set [redacted] up with a mattress inspection for November 11th, 2014. The inspection team determined her body impressions exceeded tolerance, and was authorized for an exchange. Based on the Delivery policy signed at the time of purchase, we called [redacted] to inform her the mattress can be exchanged at our corporate warehouse for no charge. [redacted] wanted the exchange delivered, and we discussed the delivery policy as stated in the store. This delivery charge was $100.00, and we discounted for [redacted] to $50.00. During our phone conversation, based on the emotion and profanity used by the customer, our representative took it upon herself to authorize a one time exchange for no charge. On December 31st, 2014 we delivered a new mattress to [redacted], and [redacted] took a look at the mattress before it was brought into her home, and declined delivery of the mattress. Therefor, mattress was brought back to our warehouse. I spoke to [redacted] on January 8th regarding her wanting a refund. Customer claimed the new mattress was the same as the mattress we delivered her. I offered [redacted] to re-select to a better mattress, and [redacted] declined. After a lengthy conversation with [redacted], I informed her that if the same mattress had the same issue, we can offer her a refund, but the inspection company needs to be notified. Customer agreed, and asked us to send her the mattress back to her. I informed her there is a $50.00 re-delivery fee, and customer said she did not have the money to pay this at this time. The final conversation I had with [redacted] was on January 9th, and the customer understood her exchange is authorized. [redacted] understood she is welcome to bring the mattress to the warehouse and pick up her new mattress for absolutely no charge. If the customer wanted a delivery company to bring to her a third time, we discounted her delivery from $100.00 to $50.00. Customer understood, and declined delivery at that time. I contacted the customer again on February 5th and spoke to [redacted] about her exchange. Customer is very upset about not getting unlimited free delivery. I authorized one final exchange with no charge, and customer is set to have her mattress exchanged on Saturday 02/07/2015. Customer understands that she needs to inspect the mattress when it is on her bed, and not in the truck. [redacted] expressed she is pleased with this outcome. Please feel free to contact me if you have any farther questions. 

[redacted]Customer Relationship ManagerMega Furniture LLC[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,

To whom it may concern, and the Revdex.com, Mrs. [redacted] visited our Mega Furniture Tempe location on March 4th, 2013 and purchased a selection of merchandise based on her preferences. Part of this purchase included the GBS accidental protection plan purchased for...

$150.00. I have included the customer's original receipt showing her purchase amount was $150.00 for her protection.After receiving this complaint, I have contacted GBS and discovered her issues with her furniture may be in part covered by her warranty with Ashley Furniture. I have attempted to call Mrs. [redacted] today, March 4th, 2016, and left a voicemail for her to contact us back and see if her issues can be covered by her manufacturer's warranty. We look forward to hearing back from her in the near future. Please feel free to contact me if you have any additional questions or concerns. Best Regards, Mega Furniture Management

To Whom It May Concern:

This customer received an exchange of the sofa and chair in question on April 19th, 2014. There was also a service completed for the love seat which was completed on April 21, 2014. We have received no further complaints on this order.

Mega Furniture considers this claim closed in good condition.

Thank you,

CS Manager

Mega Furniture

Review: We ordered furniture in May. We received furniture that we didn't order. When we asked for them to exchange the furniture, they sent a truck to pick up what was delivered and had no furniture to replace it with. The [redacted], [redacted], said he needed our furniture to send back to the manufacturer for credit before he could replace it. We said no way- you want our furniture and our money? We ourselves brought back the furniture - a recliner chair and loveseat - and compromised on taking a loveseat off the showroom floor until our furniture came in. He said it would take a week. We waited a week, went back to the store, and found out that he left the country for 2 weeks! The person at the store told us [redacted] would be back on Aug. [redacted], 2014. I went to the store today, August [redacted], and the store is locked up. I don't think I will ever see my furniture. DO NOT GO TO RED EAGLE FURNITURE!Desired Settlement: I want my recliner and loveseat or my $1650 dollars.. I am stuck with a floor model that God knows how many people have sat on.

Consumer

Response:

At this time, I have been contacted directly by Red Eagle Furniture regarding complaint ID [redacted], however my complaint has NOT been resolved because:

We contacted the [redacted]. We have been using a floor model love seat that was supposed to be replaced with a new one when our recliner came in. He did order us a new recliner after we told him we would have to take him to court. The loves eat came in to the store and he sold it to someone else. He then told us when the recliner came in that he would deliver it in 2 weeks on a Saturday. I called the Friday before to get an approximate time of delivery and he said he never told us he was going to deliver it. We picked it up and brought it home to discover that it was a different recliner that didn't match the used love seat we have. I asked the [redacted] to order the correct recliner and he basically told me that he is done doing anything else for us. I now have the recliner and used love seat that don't even match. The [redacted] said that we ordered it that way. We are at a loss - $1650 worth.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Since buying a new sectional 02/28/13 and having it delievered to my home I was told if we had any problems with the furniture to call Megafurniture within a few days and they would send someone out to have it replaced and I did exactly that. My fiance [redacted] first contacted the store 3/5/13 to let them know the recliner we bought was defective. When you went to close it the leg rest didnt line up right and would always hit the side of the chair tearing the fabic off. In order to close it you have to get down and move it over towards the left so it will line up. After giving them this information we were told to contact the warehouse and someone would get back to us. We did this and when we received the call the next step was to send an email with pictures which was also done on 3/10/13 and we never heard a response back from them.

After waiting several months to hear back from Megafurnitures customer service department I decided to call the maker ([redacted]) directly and spoke to [redacted] where I was instructed to call MegaFurniture again and have them file a claim regarding the furniture so it could be replaced since it was defective. On 8/8/13 I called Mega furniture's [redacted] location let them know what was going on and they said someone from their customer service department would call me back. Later that day I did receive a call from [redacted] who apologized for no one ever getting back to my original complaint because they had a whole new customer service department and they had forgotten about it. She then asked what issues were going on with the furniture. I told her that not only was the chair defective that now the pull handle for the left rest on the sofa had just snapped off, the zipper on a arm rest had just broke into pieces, and the cover on the back end of the couch wasnt cut evenly so it couldnt fasten to the velcor. She then asked me to email her photos of everything I had mentioned to her which was done the same day. I was assured that I would receive a call back after she looked at them either Friday but Saturday at the latest. Both of those days came and went without a call from [redacted] herself or anyone at Mega furniture. When Monday came around I called her and she informed me that her supervisior would be in that day and they would let me know what was going to be done and that call never came. I called her 2 days later and she said that she was waiting both on the company and her supervisior (who would be in that afternoon) to get back to her and that she would let me know what would be done. I asked how long this process takes and [redacted] said she didnt know. I still to this day have heard nothing back from them and only get the run around when I call.Desired Settlement: I would like to have my furniture replaced with a couch and recliner in good working condition. I would also like this matter to be handle by the company in a timely matter which has been anything but at this point in time.

Business

Response:

Good Evening!

We apologize for the situation that customer has to go through. We came to a conclusion and agreed to exchange the "Recliner" which was damaged. For the sofa, we are working on sending a technician to look at it and do the needful. We will contact customer as soon as we schedule the technician appointment. We are sorry for any inconvenience. We appreciate your business.

Thank you very much

Regards,

Management Team

Mega Furniture

Consumer

Response:

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.

After speaking to [redacted] on 8/30 she informed me that the recliner would be replaced, but they were still working with manufacture on getting parts including fabic to replace what is defective/cut wrong on the sofa. When I purchased the furniture I was informed it was good quality product and thats not what was delivered to my home, because I paid for new furniture I feel it should all be replaced. I would also like this matter to just be resolved since it has already taken 9 months to have any action taken by the company and as of right now I'm stuck in limbo.

Regards,

Business

Response:

I am showing in my system that we exchanged the recliner on 9/9/13 and that a technician replaced a pull handle, a zipper on the arm and replaced the back of the sofa to the customers satisfaction on 9/16/2013. Please let me know if the customer has any other concerns in our system it shows completed to customer satisfaction.

Review: My fiance and I bought furniture from Mega furniture, on 8/31/2013 had the furniture delivered to or address [redacted] aproximetley 9/20/2013 when we received it every thing was great except the dresser draw it was busted on the left coner top and bottom we called Mega and they said that they would replace it. Two weeks later we recived a replacement found that the replacement was used and it too was damaged so the delivery people left the replacement dresser and called the warehouse and was told that they would bring out a new one from the manufacture as soon as they can get another one in. So two more weeks went by and the other replacement was delivered it to was damaged this time the right Conner at the top was busted they removed it and once again called the warehouse and was told to return it and that they would give us a call when they could get and deliver another dresser we said OK and waited for that call we called Mega Funiture back and was told that they would be delivering another dresser out ASAP and will call with a date and time of delivery On 11/1/2013 we where contacted and was told that a delivery would be made on 11/5/2013 we wated and on 11/5/2013 we recived delivery at 7 pm that evening and before the dresser was brought in we looked at it outside and found that the dresser also was damaged So we called again and was told again that they would order another dresser form the manufacture and call with a delivery time we again said Ok so today 11/18/2013 at 3 PM we recived another dresser and it too is broken the drawer on the top right is broke and will not slide out without falling onto the ground so we called and talked to [redacted] she would not give us her last name she said she is the only [redacted] that works there She said that she would Email the manufacture for a replacement dresser and call me back to let me know if they had another one and a new delivery time I'm still waiting for the call it is now 4:47 PMI am upset over the lack of customer serviceDesired Settlement: I would like to receive a new dresser and for my inconvenience and taking time off for all the delivery times that where set I would like to be compensated with a queen size mattress and box spring witch value is less then time I lost for taking time off cause of their 4 hour window for delivery

Business

Response:

Sir/Ma'am,

I apologize for the inconvenience you have experienced during this purchase. We have placed an order for a brand new dresser from the manufacturer. It is scheduled to load on 11/26 from [redacted]. Due to Thanksgiving, we should be receiving the dresser on Friday, November 29. I have scheduled delivery for the following day, Saturday November 30. If for some reason, the dresser is not received, you will be hearing from me personally with an update on the arrival of the furniture. Unfortunately, I am unable to authorize a free queen mattress set. However, if you can give me a 3 hour window of time that works with your schedule on Saturday, I will make sure the delivery occurs within that time frame. Also, I will be sending out a $50 gift certificate which can be used at any of our Mega Furniture locations. This certificate cannot be used with any promotional items but may be used on anything else in the store. I will be sending this certificate out at the time of acceptance of resolution.

Thank you,

Consumer

Response:

[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,