Mega Furniture

Review: Revdex.com Translation:In January - 28 - 14 I bought a mattress in the furniture store Mega Furniture they warrantied it for 5 years but there was a hole in the center I reported it and they went to inspect it and they said that it was fine and the mattress has 3 inches bound what can I do? For the warranty to be valid I have it in writing. Desired Settlement: see Attached document

Business

Response:

To whom this may concern and the Revdex.com, This Mega Furniture customer, [redacted] (will be called customer [redacted] for Revdex.com anonymity) visited our Mega Furniture Indian School road location on January 25th, 2014 and purchased a selection of items based on her preferences. One of these items was the Corsicana Sienna Pillow top mattress. This mattress comes with a manufacturer's warranty of five years, four of which are prorated. Customer [redacted] contacted Mega Furniture on May 1st, 2015 and reported that her mattress was sinking in and causing discomfort. Mega Furniture updated our customer's address, and informed her we would be sending an inspector out to measure the "sink" of her mattress (known as the body impression of a mattress). Precise Mattress Inspection scheduled this inspection with the customer for May 18, 2015. After this appointment, we received the inspection results from P.M.I. and this mattress was deemed to be within body impression tolerance (therefore, not covered as a defect in warranty). Please see attached copy of the inspection report, which shows the lowest impression on her mattress is 1.5 inches. However, during this conversation, we informed the customer that the inspector made a note that the frame holding up her mattress is not providing sufficient support. This can cause a mattress to sink because the foundation is not properly there. We informed the customer of this on May 28th, 2015, but customer [redacted] said he/she is positive it is the mattress, and requested we send a different technician out for a second opinion. Mega Furniture resubmitted the inspection request to Precise Mattress Inspection on May 28th, 2015 and requested a different individual inspect the quality of the mattress. P.M.I scheduled these customers for July 6th, 2015. This report was uploaded online for Mega Furniture to review on July 13th, 2015. On July 13th, Mega Furniture saw that the second report shows the same body impression, which is no greater than 1.5 inches (within tolerance, therefore, not covered as a defect in warranty). The same notation was made regarding the frame of the bed providing insufficient support. However, when we discussed this with customer [redacted], all he/she requested was a copy of the report. This report was mailed out on July 13th, 2015 to the address provided by customer 94198. Since this date, we have not heard any communication from these customers. Mega Furniture is wiling to work with our customers to repair the bed they have (not under warranty with Mega Furniture), for a nominal charge. Otherwise, this work can easily be done by our customers. All the would be required to repair the support to their bed would be two (2) additional slats running width-wise across third bed, with support extending from the slat to the floor. This would cost anywhere from $12 - $18 at a home improvement/lumber store. With that being said, there is nothing defective about customer [redacted] mattress; the issue is with his existing bed frame (which has no warranty with Mega Furniture). Mega Furniture offers full transparency when purchasing, and at the time of sale, Mega Furniture disclosed, "seller makes no warranty beyond any written description itemized in this order. Such disclaimer does not affect manufacturer warranty, if any". With this being said, Mega Furniture was willing to cover two appointment for customer [redacted], and we are offering to send our technician to reinforce the support on his bed for the charge of our technician. Otherwise, our customer can choose to do this repair, and the issues with his mattress will greatly improve. Please contact me if you have any farther questions or concerns, [redacted]Customer Relationship ManagerMega Furniture LLC[redacted] A quien pueda interesar y el Revdex.com,Este cliente de Mega Furniture, Teresa Castañeda (se llamaría cliente [redacted] para anonimato de Revdex.com) visitó nuestro Mega Furniture ubicacion de Indian School Rd el 25 de enero de 2014 y compró un selección de productos basados en sus preferencias. Uno de estos elementos era el colchón Corsicana Sienna. Este colchón viene con una garantía del fabricante de cinco años, cuatro de los cuales son prorrateados.Cliente [redacted] contactarse Mega Furniture el 1 de mayo, 2015 y reportó que el colchón se hundía y causando incomodidad. Mega Furniture actualiza la dirección de nuestro cliente, y le informó que estaríamos enviando un inspector a cabo para medir el "sumidero" de su colchón (conocida como la impresión de cuerpo de un colchón). Precise Mattress Inspection programado esta inspección con el cliente para el 18 de mayo de 2015. Después de esta cita, que recibió los resultados de la inspección del PMI y este colchón se consideró dentro de la tolerancia de impresión de cuerpo (por lo tanto, no están cubiertos como un defecto en garantía). Consulte copia adjunta del informe de inspección, que muestra la impresión más bajo en su colchón es de 1.5 pulgadas.Sin embargo, durante esta conversación, informamos al cliente que el inspector tomó nota de que el marco de su colchón no está proporcionando el apoyo suficiente. Esto puede hacer que un colchón se hunda porque la fundación no es adecuadamente allí. Nos informaron al cliente de esto el 28 de mayo de 2015, pero [redacted] clientes, dijo que él / ella es positivo es el colchón, y pidió que le enviamos un técnico distinto a cabo una segunda opinión.Mega Furniture volvió a presentar la solicitud de inspección a Precise Mattress Inspection el 28 de mayo, 2015 y solicitó un individuo diferente inspeccionar la calidad del colchón. PMI programado estos clientes para el 6 de julio de 2015. Este informe fue subido en línea para Mega Furniture para revisar el 13 de julio de 2015. El 13 de julio, Mega Furniture vio que el segundo informe muestra la misma impresión de cuerpo, que no es mayor de 1,5 pulgadas (dentro de la tolerancia, por lo tanto, no están cubiertos como un defecto en garantía). Se tomó la misma notación con respecto el apoyo estructura de la cama fue insuficiente. Sin embargo, cuando hablamos de esto con el cliente 94198, todo lo que él / ella pidió fue una copia del informe.Este informe fue enviado por correo a cabo el 13 de julio, 2015 para la dirección proporcionada por el cliente 94198. Desde esta fecha, no hemos escuchado ninguna comunicación de estos clientes. Mega Furniture está ¡dispuestos a trabajar con nuestros clientes para reparar la cama que tienen (no en garantía con Mega Furniture), por un cargo nominal. Si no, este trabajo se puede hacer fácilmente por nuestros clientes. Todo el se necesitaría para reparar el apoyo a su cama sería de dos (2) listones adicionales corriendo a lo ancho a través de una tercera cama, con el apoyo que se extiende desde la lámina al suelo. Esto costar entre $ 12 - $ 18 en una tienda de mejoras para el hogar / madera.Con eso se dice, no hay nada defectuoso sobre el colchón de el cliente 94198; el problema es con el marco de la cama existente (que no tiene ninguna garantía con Mega Furniture). Mega Furniture ofrece una total transparencia en la compra y en el momento de la venta, Mega Furniture revelada, "vendedor no hace ninguna garantía más allá de cualquier descripción escrita detallados en este orden. Dicha renuncia no afecta la garantía del fabricante, en su caso". Con esto se dice, Mega Furniture estaba dispuesto a cubrir de dos citas para el cliente 94198, y estamos ofreciendo para enviar nuestro técnico para reforzar el apoyo en su cama para el cargo de nuestro técnico. De lo contrario, nuestro cliente puede optar por hacer esta reparación, y los problemas con su colchón mejorar en gran medida.Por favor, póngase en contacto conmigo si usted tiene cualquier pregunta o preocupación más lejos,[redacted]Customer Relationship ManagerMega Furniture LLC[redacted]

Review: Well let me start with stating that the primary nature of of complaint is more than just defective and bad furniture. My husband purchased new furniture from Mega Furniture in [redacted] in Feb of 2014. We were so excited about getting our furniture. It all started with the delivery. They brought us our mattress, kitchen table, recliner, sofa and love seat. But we were missing our coffee table, and 2 end tables. The delivery man stated that they were on back order and should be in within a week and customer service will be calling us. We expressed that Mega never disclosed that there was a back order on the product, but at that time there was nothing we could do about that at that time. 2 weeks go by. We then called the store in Mesa, and the manager said, yes, there is a back order but they will be contacting us VERY soon, and the products will also be in VERY SOON. My husband and I call the store over and over and over. Finally, after a few months the manager said he will give us a "loner". They deliver 1 side table and a coffee table that wasn't ever close to what we ordered. Again, we call the store over and over and over. While waiting on our tables, we noticed that our reclining love seat is starting to break down. The seems are coming lose, there are dents in the upper arm rests, the padding is literally falling off off the underneath of the leg rest. Our sofa is splitting in the cracks of the seats. So we call customer service that wants us to end pictures. Now, After 8 MONTHS they bring us our tables. The delivery man brings in the coffee table sets it us backwards facing the wrong direction, brings in the side tables, I sign off on the delivery and he leaves. After he leaves I walk around my coffee table, noticed that its backwards, so I wanted to make it right. So I turn the table around, and BOOM, 2 wheels came right off. THEY DELIVERED ME A BROKEN TABLE WITH ALSO A CHIP IN THE FRONT!!! At this point I was so upset with Megas product, that I then start calling customer service over and over and over. When ever I call there they say that they will call back, and they don't. They finally schedule a tech to come out and take pictures of all the products. 1 st time scheduled, we wait all day at home on a Saturday, to only get a call at the end of the day saying they can't make it because their truck broke down. Ok, reschedule for Wednesday. I take the day off and wait all day at home with no call or someone showing up. I then call customer service, they put me on hold for 26 min to come back and state they can't come out because they have no one on a route in Gilbert. I was so upset AGAIN! They said they they will schedule someone for Friday. I expressed to them that I had to work a special event and they had to come by before 5pm, they said ok. Friday comes, I get call late morning saying that they will be there between 2pm-6pm. I again reminded them that I specifically stated that I would not be there after 5pm. The girl at customer service said "well, we will call you, if your not there we will reschedule". They call me at 5:30. Finally about a week later someone came. He came in, took pictures of my furniture and left within 10 min. He then said that he doesn't do anything, but will turn it into customer service and they will call us. Here we go again. They never called. So I call customer service again, over and over and over. A woman there said they are waiting on an approval from the manufacturer and will call be by Wed (Christmas eve). However, with no surprise, I get no call. I then call again after 2 weeks, the woman this time said they are still waiting on the approval, but she will call us back by 3pm. No call. I then call again on 01/13/2015 and spoke to a customer service manager. She said she will send an email to the manufacturer again and will call us back. YAY, she did call back to say that they are giving us an IN STORE CREDIT for the sofa and love seat. We have to go to the store and pick something out, but will have to bring them the bad pieces to their warehouse in PHX or pay a $100 delivery fee to get our new product, and for them to pick up the bad furniture. I was so upset. She said it's up to the store if they want to waive that fee. So that that day my husband and I go to Mega in Gilbert. They said we have a $1310 in store credit. We then asked about the whole set. We bought a 3 piece set that matches, and didn't want an unmatched piece and wanted the whole credit back for the whole set, so we could find something with better quality. The manager went to ask, and he came back and stated that, NO, customer service is only giving us in store credit for the love seat and sofa. We then decided to leave the store and work at the whole problem all together. It has been almost a whole year. And I have a broken table a bad sofa and love seat, and they answer with an in store credit for $1310, when they should be taking the entire set back and giving us the credit for the whole set. They should bring it to us for free, and pick up the set we have at home.Desired Settlement: I just want them to give us our money back for the 3 piece set and the coffee table and they come and get it without having to pay for it. Its a start that they finally gave us something, but a $1310 in store credit for an unmatched set. They need to put there customers 1st and give us our money back.

Business

Response:

Good Morning,I have contacted Mr. [redacted] and offered to honor his furniture as a complete set despite the manufacturer's decision. Mr. and Mrs. [redacted] have been offered the full credit for all three pieces delivered and exchanged without charge. We want Mr. and Mrs. [redacted] to enjoy their furniture, and hope that their new exchange will win back their favor and resolve their dissatisfaction with the [redacted] manufacture.Thank you,

[redacted]Customer relationship ManagerMega Furniture LLC

Review: My husband and I purchased a marble table and sectional couch ([redacted] model #[redacted]) along with the 5-year warranty back in February 2011 at the [redacted] location off [redacted]. The service we received that day from [redacted], the sales lady, was mediocre, nothing amazing like it was at [redacted]. The 5-year warranty was clearly a ploy to get another $150 from my husband and I. This weekend I tried filing a claim on that couch (3 years into my 5 year warranty) and the warranty company, [redacted], (claims are not even handled at MEGA FURNITURE) tells me my couch is NOT covered by the warranty due to the MATERIAL it is made of.

When I called MEGA FURNITURE to see what they can do about that, since we paid money for a warranty I wanted something to be done, she told me she couldn't help me either. If you notice (and have already bought something from this horrible place) ALL SALES ARE FINAL. Now I see why!! They sell cheap products (cheaply made as well as cheap in price) and are quick to take your money for a warranty that, more than likely, DOES NOT cover your product.

They CLEARLY do not believe in customer satisfaction or gaining repeat business.

I am making it my personal mission to let EVERYONE in the Valley know what they are all about as well as let them in on my own personal experience which was NOT PLEASANT.

PLEASE BE ADVISED:::: DO NOT purchase ANYTHING from here OR their WARRANTIES (they do not cover what they said it would).Desired Settlement: I would like my money back! I bought a 5-year warranty for $149 on a 2-piece sectional couch that costed $695, after taxes, it came out to $922. Since they said it covers everything, just call this number, I want ALL of my money back for their unhonesty.

Business

Response:

Ma'am,

[redacted] is a third party protection company Mega Furniture has partnered with and they handle their own claims on merchandise. At the time of registration, a copy of the warranty paperwork was mailed out to your home. This paperwork covers exactly what is covered and what is not covered by their company.

I looked over the claim filed with [redacted] and it states there are rips all over the sofa. The representative then requested pictures of the damage. I do not see these photos on file however, if it was rips - this is covered by [redacted]. However, [redacted] only covers accidental damage and not normal wear and tear.

At this time, [redacted] has fulfilled their warranty and the merchandise is no longer covered under manufacturer's warranty. As an act of good faith, if you would like to email pictures of the damage to me, I will see if the parts are still available to fix this merchandise however there would be a $45 charged to send my technician out to your home since the merchandise is out of warranty. This would also be the only service I could provide unless you would like to contact [redacted] to see if they will still cover the claim.

If you have any further questions or concerns, please do not hesitate to contact me directly as I am here to help.

Thank you,

CS Manager

Mega Furniture

Review: On 4/13/14 the recliner we purchased back in November of 2013 had broke. We just reclined it like normal and we heard a wood cracking sound. We sat it back up and it looked odd, one side was not sitting up the whole way. We called several different numbers and was given the run around until finally Monday 4/14 I got a hold of [redacted] from Mega Furniture customer service. She told me she would contact the manufacture right away and contact me with a response. I heard nothing and no responses to my emails until 5/6 and her email said "Good Afternoon Mrs.& Mr. [redacted], I do apologize for the delay of the response form manufacturer.I have received a response from manufacturer they are reviewing the problem with the recliner with factory.As soon as I have response from manufacturer I will be contacting you back". I still didnt hear anything and sent an email requesting a status update and received nothing until 5/23 she responded "Mr. & Mrs [redacted], I am waiting for manufacturer to give a response if they will approved for a replacement or sending me parts for the rocker recliner.My manager is also been inform of the delay of the response from manufacturer .I have email they said they are waiting on the department who process the approved as soon as they give a response.I will be contacting you back". Just about the same message but no real answer. I am afraid the longer it takes they are going to say my warranty is no longer valid. We have waited 3 months, and we have a broken recliner sitting in our main living room with no one allowed to sit on it, it has been horrible! On 6/26/14 I sent another email requesting an update and have got no response! This is why we paid extra for the warranty and this recliner was only months old, it should have never broke. It must be cheaply made.Desired Settlement: I want our broken recliner replaced.

Business

Response:

To Whom It May Concern:

I apologize for the inconvenience the customer has experienced during this claims process however, we were waiting on a response from the manufacturer to approve this claim. We have received the approval this morning to exchange out the recliner for this customer. My customer service representative or myself will contact this customer today to inform her and to set up a day for delivery.

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

Thank you,

CS Manager

Mega Furniture

Review: I ordered my furniture on 1/17/14 and was told by the sales person, [redacted], that I could expect my furniture to be in within 7 to 10 days. It has now been 25 days and I still have not received my furniture, but they're telling me that it's scheduled to be delivered tomorrow 2/12/14. That's 26 days I had to wait for this furniture when it was originally communicated to me as 7 to 10 days. I've called more than a few times to speak with "managers" but they have been unwilling to help or accomdate me in any way. All they keep saying is that it was on the invoice that it could take up to 3 to 4 weeks. Well guess what, I was never given an invoice, nor was that ever communicated to me. My salesperson would have had to see when ordering my furniture that it was out of stock so you can't tell me that this was unforseen by them. And to top things off I have been told my the manager that I've talked to that the area manager would give me a call regarding my complaints/issues, but have never received this call. When asked for any kind of compensation for their error or lack or customer service, all they have offered me was a $100 in store credit, which means nothing to me since I will never do business with them again. I have bought all of my new furniture from Mega Furniture but they don't care enough about that or my business to even attempt to compensate me an any way. Even the managers we spoke to at the store agree that waiting this long to receive our order is not the norm. I would have never ordered with then had they communicated to me that it would take this longDesired Settlement: I would like to see some type of financial compensation with regards to me order like money back or free shipping.

Business

Response:

Mr [redacted],I apologize for any inconvenience you have experienced with this purchase. Unfortunately, at the time of this purchase, the pieces you purchased were back ordered and took longer than expected from the manufacturer.At this time, I cannot authorize a refund of the delivery fee because delivery was completed on 2/12/14 and all the merchandise was delivered and signed for in good condition. However, I can offer you a $100 gift certificate to use toward any future purchases at any of our 9 Mega locations.If you have any questions or concerns, please do not hesitate to contact me directly.Thank you,[redacted]CS ManagerMega Furniture

Review: My wife and I purchased over $3400 of furniture in April 2013. Note this include a $200 (worry free) product warrenty for 5 years. One item, a coffee table, (cost $308)the frame structure was loose and the table unsteady. In June 2013, Mega Furniture sent out technicians to fix the table. In late September, the table is unsteady again and the table collapses, cause cracks to the table and ripping out the remaining screwing holding it together. We go back to Mega furniture to inform them about the table issue and the discovery that the technician that fixed the table used a BIC PEN cap to hold the screw in place. It obviously was not a proper fix and the table dismantled. After a minimum of 5 phones calls, numerous promises to be back in touch with us we had to go into the store to get a managers attention. We following the instructions to contact the warranty company they deal with. The number on the warranty pamphlet in their store was wrong number - it was a marketing center scam trying to sell us other stuff and never could get to the warranty office. Went back into the store and the store manager said that was not the direct line and gave us a new number - but their pamphlet clearly states the SCAM number and he said he did not know what that number represented and to just call the other number he wrote down on a card. The warranty company said they would not help us because the table failded due to the way the Mega Furniture technician "fixed" the table. Mega Furniture says they cannot help, it is out of their hands. They don't know that their technicians did anything wrong. So in the end, I have a coffee table that has been in my garage for 3 months out of the 8 months I have owned it, the warranty that I purchased is not being honored and Mega Furniture will not take any responsibility for replacing the damaged table. This is all very wrong and needs to be corrected. There is so much more detail to this issue, however I leave you with this short version to review.Desired Settlement: We have simply asked that our $308 coffee table be replaced. (Note, it is discontinued per the store manager and associates). We already know the replacement table that would be selected which is less cost than the original table. Or we want a full refund ($308) on the cost of the table and the warranty service ($200) that is not honoring the defect table.

Business

Response:

Mr and Mrs [redacted],I apologize for the inconveniences you have experienced with Mega Furniture. If you bring the table back to the main warehouse at [redacted] between the hours of 12 to 5PM any day except for Sunday or Tuesday, I would be more than happy to have your table properly repaired.If you have any questions, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture

Consumer

Response:

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

Business

Response:

Mr and Mrs [redacted],I have a copy of your warranty registration packet from GBS. This packet goes over exactly what is and isn't covered by the GBS warranty. I will have this copy ready and waiting for you when the table is brought to our warehouse for repair.The cocktail table will be repaired or replaced to good condition.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture

Review: I ordered a bedroom set from Mega Furniture in early February and was told it would be delivered in 2 weeks. A day before it was to be delivered I received a phone call pushing it out a week. This continued for a couple more weeks. Once they finally came the order was not complete so they would need to come back out with the rest of the order. A couple weeks later they brought the rest and the headboard was damaged so they would need to come back out. I finally got everything in May. On the last delivery the driver put the headboard together outside and drilled too much and cracked the headboard on one side so he didn't tighten it all the way on the other side. I called and sent pictures to customer service. A week later they had someone at my house to look at it and confirm that it would need to be replaced. The bars underneath the bed that touched the ground were also bent and would need to be replaced. I was informed I would hear back from someone. 3 weeks later I heard nothing so I called. A few days later they had someone from the store come and look and state the same items needed to be replaced. By this time the bars were so bent that my bed was dipping in the middle, the board on one side was bending out while the other was bending in. I called back after a week to check the status and they were still waiting for a bed. In the meantime, there was no offer to remove the bed. I called back to request removal and was given the run around by the store manager. By this time one board on the side broke, leaving my mattresses at an angle and resulted in my box spring breaking. I finally was informed by the warehouse that they would get it removed right away. Even with them guaranteeing that day they would be out, the store manager took it upon himself to tell me that they told him they were not going to be able to. When I spoke with the warehouse again they told me that was not the case and someone was out to pick up the bed. When they picked it up, the bars underneath had bent so much that they torn holes in my carpet straight through to the bare floor. I went to the store to get resoulution. I wanted the bed taken off of my bill because it was not worth it to me anymore and I wanted my carpet fixed. The store manager gave me the run around about everything that he couldn't do. He said he didn't have the ability to refund the bed to me. This was being financed so I hadn't paid for it yet. When I asked for who I would speak to about it he stated the VP, but he worked in the warehouse. When I asked how to contact him later he said that he would have to email him because he is not in the warehouse. This man could not keep one lie straight from another. I asked for a name and he said he wasn't allowed to give out the VPs last name, but when I talked to the warehouse while at the store the Warehouse Manager gave it to me with no hesitation. After I said I was reporting the situation I received a call an hour later from the store manager letting me know that they are taking the bed off of my bill. The warehouse manager assured me that he would have them out to replace my box springs due to the damage I sent them in the pictures. He also stated he would have someone out for the carpet. The first attempt to replace the box springs, the driver showed up with the wrong size so they had to come back the next day. As of the 3rd week in June, my box springs have finally been replaced, but I have had no call in regards to my carpet and it is a month later. The only reason I have had any follow up with this company is because I have initiated it.Desired Settlement: I want them to make this right. I have been dealing with this issue since February and I am too the point that I want to return the rest of the merchandise and get my money back. I already have to go somewhere else to get the bed I might as well take all my money somewhere else.

The manager at the store does not know how to take accountability for anything and his answer to everything is he can't do anything. I requested maybe giving money off or an extra nightstand due to the delay of my items being delivered and his response was, we took off the delivery charge. The removal of that should have been a given due to the first delay of the products. This has been 5 months and still in the works.

I also want my carpet fixed. I have 3 holes in my carpet due to the damage from the bars and I was informed this would be taken care of.

Business

Response:

We have taken care of this customer, we have refunded the money for the King bed and we picked up the King bed. We have scheduled a professional tech appointment to fix the carpet earlier and customer was not home and we rescheduled the appointment again for this customer this Monday 7-29-2013. Please let us know if customer needs any further assistance.Thanks Management

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. Mega Furniture states someone came to my house and I was not there. I was home the whole time because another driver from their company came and delivered the box springs. I did not leave my house until 8pm. They also state they called me. They called on a phone number that I told them months ago not to call because I would not receive the message. They've been calling me on the same number for all of the other cases, why start calling a new number all of a sudden? I received the call from Lily on Friday that she would need to speak with [redacted] on Monday about scheduling someone else to come back out. I then received another call that someone would be out on Monday after 4:30pm. [redacted] showed up on Monday to look at the carpet. He glued it down. Not impressed, I could have done that. You can still tell the carpet is damaged. This is a rental property, so when I move I will be charged to replace the carpet. My expectation is that Mega will take care of whatever charge I receive because the damage is due to their lack of ability to put the bed together properly as well as address the issue in a timely manner.Regards,[redacted]

Business

Response:

Hi Good afternoon! As per the person who was sent out to fix the issues, were resolved. However, customer is not happy with the effort made in regards to resolve the issues. Can we request her to send the pictures of the damage that she still wants us to fix. Our email address is [email protected]. As soon as we receive the pictures, we will look at it and take further actions. We apologize for any inconvinience caused to our customer and we will try our best to resolve this issues as soon as possible.Thank you very much Regards,Management Team Mega Furniture

Horrible customer service and specially one of the managers named [redacted] shouldn't been in the positions she claims to be a manager. A manager doesn't treat clients the way she treated me.

THE WORST FURNITURE EXPERIENCE I EVER HAD WAS WITH MEGA FURNITURE. PAID CASH FOR A BEAUTIFUL SECTIONAL. INVENTORY WAS CHECKED (THEY HAD IT). DELIVERY WAS CONFIRMED. THEY EVEN CALL ME WHEN THEY ARE ON THEIR WAY. THEY SHOW UP AND TELL ME THEY HAVE A PARTIAL DELIVERY. MY COUCH IS ON BACKORDER. WTHECK. I CALL CORPRATE REQUEST A REFUND. THEY TELL ME THEY CHARGE 40% RESTOCKING FEE. THEY TAKE NO OWNERSHIP IN ANYTHING. THE LEFT FOOT DOESN'T KNOW WHAT THE RIGHT FOOT IS DOING. I AM LIVID BEYOND WORDS ON THEIR UNPROFESSIONALISM. BEAUTIFUL FURNITURE, BUT SO WORTH PAYING THE THREE TO FIVE HUNDRED DOLLARS MORE TO [redacted], [redacted], OR [redacted] FURNITURE TO DEAL WITH PROFESSIONALS. MEGA FURNITURE IS FULL OF MEGA POOP AND RUN BY MEGA DUMMIES. I HAVE NEVER WANTED A BUSINESS TO BE CLOSEF DOWN SO BAD. I HOPE THIS REVIEW HELPS SOMEONE NOTTTTT BY FROM MEGA FURNITURE.

Run don't walk away from this place. I went into Mega Furniture looking for a new sectional sofa. We were greeted by a friendly salesman and found something I absolutely LOVED. The manager [redacted] assisted us in the financing options. He was friendly at the time but it took a long time to get the paperwork entered. We decided to use their [redacted] option because we planned to pay off the couch in two weeks. At first we were told we would only have to pay $40 down but that turned to $540 because we weren't approved for the entire amount(although they say no credit check, down payment $40). Anyway we paid the money and were told our couch would be delivered on Saturday. Well my husband received a phone call on Friday saying delivery would be Saturday between 830am-400pm. We took our current couch apart and moved it out to prepare for the delivery. We cancelled plans and waited. Well at 3:00 still no furniture or call so my husband called the store. He was told there was a problem with one of the pieces and they would call us back in 10 mins. Well at 4:00 still no phone call. I called and talked to [redacted]. He said one of the pieces had a rip in it and they were trying to find another one. He said it wouldn't be delivered that day. This was unacceptable because we had already taken our couch out and we had paid $100 for delivery that day. He said they would refund the $100. He told me he would try to figure out what was going on and call me back. After a few more calls he said that he would call the next day. We even told them that we would take the display furniture and even come pick it up ourselves. They said that we couldn't do that because he had nobody to load it. Well the next day we told them it had to be delivered on Monday because that is the only day I could be home and my husband was leaving town. When they said they couldn't guarantee it would be there on Monday it would have to be Tuesday we told them that wouldn't work. At this point we were very frustrated because we had wasted all day and not informed about what was going on. My husband told [redacted] that we were done dealing with them and wanted to cancel the order and wanted our money back. [redacted] didn't like this and said he understood we had buyers remorse and he would approve the refund. My husband told him that it wasn't buyers remorse because I loved the couch and was very upset.The service was why we wanted a refund. [redacted] got hateful and said it was just buyers remorse and hung up on my husband. We went to the store to get the refund shortly after talking to [redacted]. When we got there he was gone out of town. We did get the $500 refunded but were told they would send [redacted] the information and we should get the $40 back in a few days. Well a week and a half later still no $40 so my husband called the store and no one answered so he called [redacted]. Turns out they NEVER cancelled the order and they were getting ready to take out the first payment. Oh and someone had digitally signed my husbands name to the [redacted] paperwork and it wasn't us. Whatever you do DO NOT GO TO MEGA especially the Scottsdale location. [redacted] told me when we first met him that everyone loved him and bragged about how nice he was. That is not the case. He is far from nice and honest. We ended up at the [redacted] and spent a little more but received amazing service. They were even willing to try to order the furniture that I loved so much, but I was able to find something there that was better quality and I am very pleased with it. They were completely honest with us unlike Mega. I hate that we had to be treated like this but if it keeps someone else from making that mistake it is worth it.

Review: I had bought a 5 year warranty on a dining room set 1 table 6 chairs. the person who sold the furniture said the warranty covers everything. I am trying to get 4 of my chairs replaced of fixed. they are telling me they only cover scratches when the employee that sold me the furniture said everything is covered. I called the manager at the Scottsdale store and he huff and puffed like he couldn't be bothered and when I asked him to replace or fix the four chairs he said absolutely not. its poor customer service and attitudeDesired Settlement: fix my chairs seeing that their employee gave me false information regarding the warranty.

Business

Response:

Hello Mega Furniture [redacted] is contacting the customer 10/14/2013 to send out a technician to do a courtesy service call. The stools in question are not under warranty and the protection plan covers stains such as food or beverage, ink, paint etc. Heat marks or burns. Fading from the sun. Checking, Cracking, Bubbling, Peeling of finish or lifting of veneers, water or beverage marks. Scratches or gouges penetrating through the finish. I do apologize if there was any mis representation of the protection plan we do give every customer a pamphlet describing every thing covered in the protection plan. Do to this customers concerns of what she believed to be covered Mega will do a courtesy call at know charge.

Thanks

Review: I went to Mega Furniture and purchased a 2 piece sectional, entertainment center and matress. Total around 10k, which I had paid 7k in cash. When they delivered it was a 2 piece arm sofa and not a sectional. I went to the store and spoke to their manager [redacted] he was extremly rude and wanted to charge me for an additional piece, Iand all I was trying to get was what I ordered with the sales person [redacted] and what is modeled on the showroom floor (2 piece sectional) ( I have everything documented and can email to you)- I have tried contacting customer service and it has been over a week and still nothing.Desired Settlement: All I want is what I ordered, 2 piece sectional

Business

Response:

Good Evening,

First and Foremost we apologies the customer for all the inconvenience that he/she has to go thru, There was a misunderstanding between the Manager & the Customer. We going to take care of this situation and we already ordered the new sectional. Usually, the manufacturer takes more than 3-4 weeks to make a sectional as it is a custom order. We will notify the customer as soon as we receive the new sectional and will deliver it to them. I would request the customer to return the furniture that he/she has without any damages or any stains, like the way that they received at the time of delivery, if our delivery team inspects the furniture and if there is any damages then the customer has to bear the charges of repair. So, we request you to take a special care of the furniture and you will hear back from us as soon as your furniture is ready.

Please feel free to get back to us,

Thanks

Management.

I purchased a sofa and found out 10 days after purchase that item was on back order and then discontinued. I payed $20 and drove 10 miles one way to not pick up what I purchased. Mgr., Carlos M. @ store was very condescending & admitted he had bad customer service skills but it was ok because he was the mgr. He argued with me stating that warehouse was wrong about discontinuance of product it was just on backorder for 1-2 months. He returned money to my credit card as far as I know. Have to wait 3-5 business days when its been 10 days since purchase of product they new upfront they didn't have.

I bought a sofa set and chase 4/4/15. I have only received the love seat and chase from my order still on 9/5/15. They claim it's the vendors fault it has taken so long to receive my order and do not expect to receive my order in the warehouse until 9/21/15, then I still have to wait to schedule delivery placing my sofa at nearly seven months out from order. I will never purchase from them again, this completely unheard of and professionally unacceptable. It's been a nightmare to get answers or even speak to anyone that has a clue what's going on. DONT BUY HERE IF YOU WANT YOUR FURNITURE IN A TIMELY MANNER

Review: I purchase 3 pcs of furniture a love seat, sofa and chair recliner, The fisrt item the recliner has a problem with tipping over, when sitting on the chair it is very easy to tip backwards or to tip the chair from side to side. We are not able to used the chair because of the likely hood it may tip over. Second item which is Sofa recliner has a large gap between the left section and the middle section. Mega Furniture is eaither unable or unwilling to correct the problems we are having with this furniture. Both mega furniture and [redacted] finance are certainly willing to take are money but not fixed the furniture. We have called several times Mega furniture and [redacted] to resolve this issue and it one point Representative in mega furniture told us that they were going to replace the furniture but until now we havent seen anything from them.Desired Settlement: if they wont gonna replace it We want our money back and we will return the furniture.

Business

Response:

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]

Review: WELL I PURCHASED A THREE PEICE SECTIONAL LAST YEAR IN THE MONTH OF JUNE, WELL SINCE THE FIRST DAY THEY DELIVERED IT THEY HAD TO COME BACK AND DO SOME REPAIRS ON IT, THIS WAS THE FIRST ISSUES THAT MAYBE I PURCHASE A PIECE OF CHEAP FURNITURE. SO I STARTED HAVING MULTIPLE PROBLEMS, I STARTED CALLING MEGA WAREHOUSE AND TALKING TO CUSTOMER SERVICE REP, I THINK HER NAME WAS [redacted], SHE TOLD ME I HAD TO TAKE PICTURES AND EMAILED THEM TO HER, I DID AND THEY DID COME AFTER ABOUT 2 TO 3 MONTHS LATER, AND THIS WAS JUST THE SECOND PROBLEM. ANOTHER INSTANCE OCCURRED THAT I HAD TO CALL THEM AGAIN FOR SOME REPAIRS, AND AGAIN SAME THING SEND PICTURES, AND WAIT FOR A RESPONSE, OF COURSE WE TALKING ABOUT MONTHS LATER. SO THEY RECENTLY CAME OUT DID SOME REPAIRS AFTER MONTHS OF WAITING, CALLING AND COMPLAINING OF COURSE THEY SENT SOMEONE WHO COULD BARLEY SPEAK ENGLISH ANYWAY HE DID REPAIRS BUT DID'NT FINISH SO SOME OF THE INCOMPLETE WORK THAT HE DID'NT DO CAUSE THE BRACKET ONE ONE OF THE RECLINERS TO BEND DUE TO A SUPPORT BRACKET ON THEIR, AND ALSO I HAD A RECLINER HANDEL THAT BROKE THAT RECLINES THE SEAT THEY DID'NT FIX. THE LIST GOES ON SO I CALLED THEM A WEEK AGO TO COMPLAIN AND THE SAID MY WARRANTY HAD ENDED I TOLD THEM I PUT CALIMS IN ON THESE PROBLEMS BEFOR THE WARRANTY ENDED, I ALSO SAID TO THEM THAT IF IT DID'NT TAKE SO LONG FOR THEM TO RESPOND MY WARRANTY WOULD HAVE NOT ENDED, I HAVE HAD PROBLEMS WITH THIS FURNITURE FROM DAY 1 THANKSGIVING IS COMIMG UP AND THIS FURNITURE IS MESSED UP, I NEED THEM TO COME AND MAKE REPAIRS ASAP AND WE CAN PART OUR WAYS AND I WILL NEVER BUY FROM THEN AGAIN OR WOULD I REFER THEM TO ANYONE, IF I DON'T HEAR A RESPONSE FROM THEM I WILL CONTACT MY LAWYER TO FURTHER LOOK INTO THIS. I TRYING TO GIVE THEM A CHANCE.Desired Settlement: HURRY UP AND COME FINISH ASAP, I WILL GIVE THEM 10 DAYS TO HEAR A RESPONSE AND THEN I'M GETTING MY LAWYER INVOLVED.

Business

Response:

To Whom It May Concern:This customer received service on September 12, 2014. Please see attached signed confirmation that all work was completed which was acknowledged by the customer's signature at the bottom. At the time of service the customer's warranty was expired as the customer received delivery on 6/8/2013 and the warranty expired on 6/8/2014.If the customer would like further services, he would be liable for the cost transportation, labor and parts required for the service. At this time the customer is out of warranty and no further services will be rendered unless there was payment made for the necessary needs of the customer.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture[redacted]

Review: In January 2014, I purchased $5000 worth of furniture for my house (entertainment center, sectional, Queen bedroom set & memory foam mattress set and twin loft bedroom set complete with 2 memory foam mattresses). I was told that the kids' bedroom set needed to be ordered but the rest was delivered as promised. When the bedroom set was ready, I scheduled a Saturday delivery. I received a call the day before and was told to call after 10 a.m. on Saturday to get a 2-4 hour time window. I did and was told between 11 a.m. and 2 p.m. After several phone calls on my part, I was told that the deliver truck had broken down and that the furniture was being transferred to a different truck. I was still on the delivery route but the time had changed to between 6 p.m. and 7 p.m. After several more calls (after 7:30 p.m.) on my part, I was told that the drivers were running behind but were still coming. My kids and I stayed up until 10:00 p.m. - not delivery...no phone calls to say they needed to reschedule.

The next day (Sunday) I called the manager to complain and was told that the drivers should have at least called me to reschedule (which they did not). He was going to contact the warehouse and find out what happened and then get back in touch with me. Monday afternoon (MLK Day) I get a phone call from the warehouse stating that the delivery guys are at my house - no one had called me to reschedule the delivery and I was at work and unable to leave. Again, I contacted the manager to complain and find out what happened and was told (again) that he would find out and get back to me.

The twin loft bedroom set was finally delivered a couple of days later; however, only 1 memory foam mattress was delivered. The drivers had brought a regular coil mattress, not a second memory foam. I tried to contact the manager while the drivers were still at my home; however, he was "with customers" and could not take my calls. When I told the drivers to take the wrong mattress back, I was initially told that they couldn't do that. Reluctantly, they did in fact take the coil mattress with them.

A day or two later, I received a phone call from the warehouse confirming pickup of the wrong mattress. Excuse me. I was dumbfounded. What in the world was going on? I informed her that the drivers took the wrong mattress with them and that I was still owed a twin memory foam mattress; however, I would like to consult with the manager at the Metro location before any more deliveries are scheduled (with or without my knowledge).

Since the manager seemed to be "with customers" each time I called, I decided to go into the store location and get things straightened out once and for all. I spoke with the manager who said that there was very little he could do for me. I reminded him that I had spent over $5000 in his store (paid cash) and that I deserved compensation for what has happened. He said that he was only able to offer $150.00 back. I told him that I would agree to that amount but that I did not want the mattress delivered to my house again. I wanted one of his drivers to pick it up from the warehouse and bring it to the store and I would pick it up from there. He stated that he would make sure that that happened.

A few more days passed and I still had not heard from the manager. I decided to stop by the Metro location again to see if the mattress was there. The manager was surprised to see me because he had been told that the warehouse had delivered the mattress to my house. WHAT!!! No, if I had received the mattress, I would not be stopping by to find out where it is! It was at this point that I decided that I need to go over his head and speak to his supervisor. I asked for the general manager's name and contact information.

Over the past 2 weeks, I have left several messages for "[redacted]" the general manager and none of my calls have been returned. I also do not have my other twin memory foam mattress. What I do have is time lost from work trying to track down people and furniture.

Today, when I called to leave another message for "[redacted]", I spoke with the customer service manager, [redacted], and was told that the general manager is a very busy man and doesn't check his messages all the time, etc., etc., etc. When I asked for [redacted]'s last name, I was told that it was "unprofessional for her to know her boss' last name" and that "legally she didn't have to tell me". I feel like I am getting the run-a-round and will never get the final mattress.Desired Settlement: In addition to finally being able to pickup the twin memory foam mattress from the Metro location (not have it delivered), I feel an additional $200 is fair compensation for all of the additional inconveniences I have experienced. I do not know how much each mattress cost because my final invoice was not itemized; however, I feel that the $200 is more than fair. My kids still can't sleep in their "new beds" because their missing a mattress, and I have lost time from work and my family to try to resolve these issues.

Business

Response:

Ms [redacted],

I apologize for the inconveniences you have experienced with this purchase. The mattress is at our Metro location and per the manager, [redacted], he has attempted to contact you to inform you of the mattress being at his store and ready for pick up or delivery. You can contact the store directly at ###-###-####.

Regarding compensation, according to my records, we have given back the delivery fee as well as an additional $50. At this time, this is all the compensation we are going to be able to refund to you.

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

Thank you,

CS Manager

Mega Furniture

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

[redacted]@megafurnitureusa.com

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.

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,

Review: I bough a dresser last April 20 2014 this dresser was defective, they send a tech to fix the problem but the tech said that the dresser is unsquare and we have to replaced until now they do not respond my emails and rarely answer the phone. they send my a email telling me that they will order the new dresser but they do not answer my email and phone call any more.

my complain number with mega furniture is [redacted]Desired Settlement: They have to delivery a new furniture and in good shape

Business

Response:

To whom it may concern at the Revdex.com: This letter is in response to the pre-mentioned matter.We would like to apologize for any inconvenience brought to the customer during this time. We have informed the customer that we will proceed with the exchange of the dresser. If you have any other questions or concerns, feel free to email or give me a call.

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.

[They didn't contact me yet, they told me they will replace the dresser since august.

Regards,

Business

Response:

To whom it may concern at the Revdex.com: This letter is in response to the pre-mentioned matter.We would like to apologize for any inconvenience brought to the customer during this time. We have exchange the dresser on Dec 7th 2014. If you have any other questions or concerns, feel free to email or give me a call.

Review: Our sofa is yes one year old the zippered arm rest fell off I called 3 times was told it is out of warranty finally they got back to me and want $45.00 to repair. I am on disability and this should not happen.

I told them you should have some type of customer satisfaction to help us out also I purchased for $100.00 a warranty.

Please HelpDesired Settlement: Please repair today

Business

Response:

To Whom It May Concern:A customer service representative has been in contact with this customer and we will be taking care of the zippers. This will be the only service we can provide since the customer's merchandise is out of manufacturer's warranty. The zippers will be the only thing repaired as it is the only issue reported and the merchandise is out of warranty. Also, the merchandise has been discontinued.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture

Consumer

Response:

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,

After being told to go to corporate, and writing this letter, I was unable to find an address, or email to send it to. When contacting customer service they also could not provide me with one. I'm hoping to get through this way.

I will start by saying that I am writing this letter because I was unable to get any help from customer service and told to “go to corporate”, so I will. On August 12th my husband and I went to your new location in Tempe, Arizona to purchase a couch. After visiting many other retailers we came back to this location because of your sales clerk, [redacted]. He was very friendly and helpful. It's a shame your customer service crew does not have such attributes. [redacted] let us know that the couch would be special order and would take “2-4 weeks, 4 at the latest”. After almost five weeks, we received a call letting us know it would be delivered on October 1st. While the delivery men set up the couch I noticed that the back upper corner of the wedge piece was damaged. The leather was completely gone on a quarter size spot. The delivery guy called a woman who I was able to talk to and she informed me that since it's a special order piece, I can either wait 8 weeks to have someone come fix it or have him take it back and another one will be delivered with in “3-7 days”. I was reluctant to let the piece that makes this couch a couch go but was told that if I kept it, it would be considered “as-is” and voids that pieces warranty. On October 7th, six days after the delivery I called to find out where the new piece was. The woman that answered the phone said that it wouldn't be ready until Friday, October 11th. She said they weren't done fixing it. I said the woman told me it would be a new piece and delivered within 3-7 days. She said “Oh it is new, that's why it takes longer, if you had it fixed it would take 3-7 days”. That is completely opposite of what the first woman told me and I was told she was mistaken. I understand that mistakes can be made so I said October 11th would be fine. She said she would have someone call on Thursday to schedule a delivery. I received a call on Thursday informing me that “the new piece was in” and that it would be delivered sometime between the hours of 9am-6pm. Being that I had already waited for this couch for almost two months, I took the day off from work and stayed home. I called around 2pm to ask if they had any idea when it would be delivered and she said she would have someone called when they are 30min out. At 5:45pm I had still not received a call so I called, only to be told that the piece wasn't in and wouldn't be delivered until Tuesday October 15th. I was extremely upset and said I would have my husband call the next day. My husband called and was told there wasn't anything they could do. He asked to speak with a manager and was told they are not there until Monday. He left them with his name and number and was told they would leave a note for a manager to call back. Monday came and went and we did not receive a call. Tuesday, the date of the now third time we were told this piece would be delivered, my husband called to ask about delivery and speak to a manager. He was told again that the piece was not in and would have to wait until now Thursday, October 17th. Also that they have no record of a call even being made on the 12th. He asked again to speak with a manager and was told by this man, after explaining everything that I have just noted in this letter, that there wasn't anything they could do for us and to “go to corporate”. It is now October 16th, more than 4 weeks after I was told the couch would be delivered and I still do not have a completed couch. I am now crossing my fingers that the new piece will be delivered on the date I was told, after 3 other times of being lied to. I am beyond appalled at this so called customer service. My husband and I both work in retail and could not imagine treating customers like this. The only person getting the short end of the stick is us, the consumer and I feel there should be some sort of compensation for our inconvenience. I can accept the delivery being late, and I can accept that a piece can come damaged and I can even accept that it took longer than expected to get the new piece, but I cannot accept being told a different story 3 different times. I cannot accept being called and told it's in twice and then after waiting all day for it being told it will be another 3 or 4 days. I would hope that you too would deem this unacceptable and understand that a consumer should not have to be treated this way. I would appreciate some contact back to settle these issues.