Mega Furniture

Review: Before we paid and signed a contact we asked two questions to our salesperson [redacted], "How long until it is delivered?" and "Can it be delivered after work hours?" The answers were "within 2 weeks" and emphatically "Yes, no problem!". One of the women at the desk, [redacted] or [redacted] told us to call them in a week and a half to confirm delivery. A week and a half later, "Looks like it won't be at the warehouse until Saturday (2 weeks from purchase) call me at 10:30 on Saturday and I will see if it is on the truck”. Saturday at 10:30 comes, it’s not on the truck, they will look into it and call us back. We received no call back. Tuesday I call again, we'll look into it and call you back. Again, we received no call back. Wednesday I call speak to the store manager [redacted] who says, "Let me look into it and call you back" Guess what! He calls back and promises the sofa will be delivered Thursday between 4:30-5:00, but it has to be that window! We must be home! My husband gets a phone call at 12:00 from the delivery driver that they will be there is 25minutes. We advised them it was not the agreed upon time and I would be home by 4:00. I take time off of work to keep up my agreement that I will be home within that 30 minute window and ensure there are no traffic issues. That evening, when 5:00 rolls around and we still have no sofa, I call the store, they call the driver, the driver doesn’t call us. Again, I call the store again, they call the driver, the driver doesn't call us. I call the store a 3rd time and am told that they are still "hours away last time I spoke with him". I wasn't told this when we first spoke, she says she just found out. It's 6:00 and the warehouse is closed, I believe it is a lie that she just learned this information. I believe she intentionally withheld this information because I was already upset the driver was late. I’m not sure why she felt keeping this information from me would help the situation. It didn’t and only confirmed my distrust in this company.

Our sofa is delivered at 8:00 that night, in the rain. We're told by the delivery driver they had truck issues, however, in the multiple phone calls I placed to Mega, trying to figure out where the driver is, no one told us that. I believe the truck issues are a lie and an excuse. Once the sofa is delivered and opened, the left arm piece is poorly manufactured with multiple issues. I call [redacted] on his cell phone, what do we do? He tells us to document the damage with photos and on the paperwork, keep the piece so we have a working sofa and we will sort it out the next day. Friday comes and we get no call from [redacted]. He does call us Saturday and leave a message. I speak with him Monday afternoon, am told I need to speak with customer service and am given a phone number and 2 extensions. I'm told we will talk about compensation for these issues after the sofa is fixed. I call customer service and am transferred to [redacted] who is rude form the beginning. She begins by talking to me about my "issue" which must have been some other customers concern because it wasn't related to my purchase. Then she says, "Oh right you had something wrong with the cushion, I called you on Saturday." She did not call me, she did not leave me or my husband a voicemail, and she is unable to tell me what number she called. This is another lie. She asks me "What do you want?” in an incredibly rude and condescending tone. To say I am frustrated is an understatement. I try to explain I want my sofa replaced, I want compensation for the delivery fee we were charged and I want compensation for the time to deal with this." She interrupts me yelling into the phone that she doesn't have any control of this and I have to speak with the store manager. Over her shouting, I try to explain that he is the one that sent me to her and she says “I can’t help you”. At this point I have another call into the store manager.Desired Settlement: Ultimately, we would like to return the sofa with a full refund and forget we ever had to deal with this horrible company, except when someone tells us they’re going to shop at Mega Furniture. In that case, I will remember this situation in vivid detail.

A suitable solution is to have the left arm piece completely replaced, delivery to be during the week after 4:30p. I expect the delivery to be done within a 1 hour window and on time. I expect the $100 delivery fee refunded immediately. I expect 30% of the purchase price to be refunded immediately due to the poor service throughout this process. I expect anyone from Mega Furniture who speak with me to resolve this issue to be professional and polite.

Business

Response:

Ma'am,

I do apologize for any inconvenience you have experienced during this purchase with our company. I have a couple of solutions which I hope will help us come to a resolution.

1. I can offer you a full refund for your delivery fee ($100) and I will order the necessary piece of merchandise to bring your order into good standing and to your satisfaction.

OR

2. I can offer you a 20% discount on your purchase price ($275) to keep the merchandise in the current condition and relieve Mega Furniture of any future service liability with the merchandise.

Please note, if we decide to go with option number one, I will be sending the replacement piece to the Mesa location and the store manager will have his driver deliver within the time specification of your choosing.

Please feel free to call me at ###-###-#### with any questions about these options as I am here to help.

Thank you for your consideration and I look forward to helping you.

Review: We ordered a custom-made [redacted] sectional couch from the Mega Furniture on Gilbert road in December. It was delivered two weeks ago and one section of the couch was damaged in two places. They took the couch back to be repaired. One week later, the store called us to tell us that it was ready and could be delivered on Saturday between the hours of 9am and 6pm. We waited the entire day and the couch wasn't delivered and no one called us. We called the store and was told that the couch wasn't ready. They had no idea why we were told it would be ready. It is 1 week later and the couch still isn't ready. We were called by [redacted] (the owner of the couch manufacturer) and she told us that it looks like the couch was damaged in transit. It didn't leave their warehouse damaged. The reason we bought this custom-made couch is because my wife has back and neck problems. Having half of a couch for two weeks has severely increased her pain. We have asked the store for a refund of the delivery fee ($100) since the couch was damaged in transit and they have refused. The manager refused to speak with us. They told us to talk to customer service instead of dealing with the situation himself.Desired Settlement: We would like our couch delivered undamaged in the near future. We would also like (at the very least) a refund of the $100 delivery fee.

Business

Response:

Mr [redacted],I apologize for any inconveniences you have had with your experience during this purchase from Mega Furniture. I would like to inform you, we received your sectional back from [redacted] yesterday and have set you for delivery this Saturday, February 1. You will receive a confirmation call tomorrow afternoon to confirm someone will be home to receive this delivery.Unfortunately, I cannot authorize refund of the delivery fee due to delivery will be completed this weekend. However I do acknowledge the inconveniences created having to wait and reschedule delivery multiple times. I would like to offer you $100 of in store credit to select something from our store (lamps, picture, rug, etc.). Jason, the store manager, is looking forward to helping you pick some accessories with this in store credit to go with your new sectional.Should you have any further questions or concerns, please do not hesitate to contact me directly at the information listed below or you can contact Jason at the Gilbert store at ###-###-####.Thank you,[redacted]CS ManagerMega Furniture

Review: We purchased a 6 bedroom set furniture and paid for the warranty 01/15/2012 and purchased warranty for 5 years. It has only been 3 years and the furniture is already coming apart. The hinges, rollers, in the dresser draws, night stands and chest are breaking, the knobs on all the dressers have fallen out, and have broken. The furniture is rattling. My husband called the warranty company "GBS" deals with and was informed that none of this is covered under the warranty. I then called the manager of mega furniture and told her the problem and was assured that she would speak to the warranty people herself as she did not know and would call me back the next day 9th(Friday) . It is the 13th today and no answer.Desired Settlement: exchange this falling and breaking stuff with something more durable.

Business

Response:

To whom it may concern, and the Revdex.com,Our customers [redacted] (to be known as customers [redacted]or Revdex.com anonymity) visited out Mesa store back on January 15th, 2012. These customers purchased merchandise based on their preferences, and signed agreeing to our terms of service and warranty policies. Customers [redacted] also purchased the 5-year GBS accidental protection plan, which is insured by a third party.Our customers were registered with GBS on January 30th, 2012 and then their warranty welcome letter was postmarked for them on January 31st, 2015. This warranty letter [redacted] outlines all coverage and exclusions, and allows our customers opportunities to cancel their warranty for a full refund if they dislike the coverage offered. This offer for full warranty is valid for 30 days. Our customers [redacted] did not contact Mega Furniture regarding cancellation of their claim, and therefor agreed to the GBS terms of use and coverage. Mega Furniture first heard from our customers [redacted] on October 8th, 2015, when our customers called in to express their frustration that their damages were not covered by GBS. Mega Furniture returned our customer's calls and explained their merchandise came with a manufacturer's warranty of 30 days for some items, and 1 year for the majority of her items. Therefor, since it is passed her manufacturer warranty periods, we cannot offer service covered under warranty. During this conversation, we tried to offer our customers a claim, but it would have an out of pocket cost, due to her warranty being expired. HoweverIf our customers [redacted] would like to have their merchandise repaired, Mega Furniture is willing to work with our customers for an affordable repair. However, there is no warranty to cover the cost of the repair. If Our customers would like to contact GBS regarding the denial of their cosmetic claim, they can contact GBS at [redacted] Best Regards, Mega Furniture 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.

[Provide details of why you are not satisfied with this resolution.]My husband placed a call to GBS warranty company, he was told that all the knobs falling off, broken and the rollers coming out were not covered. I then called mega furniture on 10/5/2015 and was informed that the manager was not available SO I left my call back information with the sales associate who assured me that I would get a call back the next day. Since I did not hear anything back till 10/7/2015, I called the manger and she informed me that she did not know much about the warranty (that they sold to us) she will have to call the warranty people herself (if she did not know anything about this warranty whom was she calling) A couple of days later there was a message left on my home phone from Shaina (cutomer service) to call her. She leaves a phone number . So the next day I called all day and their phone stayed engaged, So on 10/16/15 finally got thru Shaina who told me that my warranty was expired and that," if I needed anything fixed it will be $75.00 for the service tech to come and examine the problem and all extra labor and cost of parts I would have to pay. which she first said I did not have. I then mentioned to her what about this so called GBS wraranty as they refer to it in the store and is also written on the receipt issued by the store and when I told her this purchase was made in jan 2012, the so called GBS warranty has not expired and I still had 2 years more. I even informed her that we paid $100 dollars fow this so called "gbs" warranty which I was informed by Shaina that this is a third party, none of this third party buisness was ever mentioned at the time of purchase She also told me she would read every line in the warranty which she first said I did not have and she did not know anything about this and then switches her answer to oh! that is GBS third party.I am litreate, can speak, write perfect English and understand the language very well. No mention of their store warranty or any kind of REFUND after 30 days was ever mentioned by douglas the sales associate in jan 2012. The so called"GBS" WARRANTY was mailed to me by their company on 02/02/2012. I do not agree with their policies and none of the people working at Mega Furniture seem to really know what this GBS warrnty they are selling is all about so the customer is given MISLEADING information. They are very quick to take your money but when the problem arose with their furniture they do not want anything to do with it and then out comes from their closed closet oh! she did not call to get money back so I do not psychic powers to know all this. had I known I would have got my hard earned $100.00 dollars back and on the same note if I had known what I know now, I would send all their furniture back to them.

Regards,

Business

Response:

To whom it may concern, and the Revdex.com,As our customers stated in their response, GBS accidental protection mailed them a letter on 2/2/2012 with the explanation of all coverage in their plan. This should have resolved any miscommunication our customers had regarding if these damages in question were covered under their plan. As stated in the letter they received 2/2/2012, "The plan does not cover repair, replacement or maintenance in connection with operational or structural failure due to defects in materials or workmanship, normal wear and tear, power surge, or accidental damage from handling". Regarding the 30 days cancellation policy, I have reviewed the letter sent to our customers, and I do agree that GBS (not Mega Furniture) did not include their cancellation policy in this letter. This is at no fault of Mega Furniture. I have contacted GBS, and they are willing to provide our customers a full refund for their GBS protection plan, if they wish to cancel. This would cease the GBS accidental cosmetic protection, and has no effect on the manufacturer's warranty, which is still expired. Our company is trained regularly on the GBS accidental protection plan, and any individuals who may be new-hires are instructed to not give false information, and are instructed to reach out to GBS or customer service for correct information. When our customer spoke to the office manager/cashier, she is fairly new to the company, and therefor, we are glad she did not give false information. The office manager/cashier informed the customer she did not have the answers, and referred the question to customer service. This is a proper business plan to ensure correct information is passed on only. If our customers would like to have their GBS protection plan refunded for a full $100.00, Mega Furniture is willing to do so, as offered by GBS.Please contact me if you have any farther questions, Mega Furniture Management[redacted]

Review: My husband and I purchased a dining room table at the [redacted] mega store location. They didn't have the exact color we wanted so they showed us a chair in the back of the store with the color of table we we're wanting which was medium cherry color. So we said as long as you have that color in the table to like then we will order. We paid for the table on the 18th of March and choice to pick up at the warehouse in [redacted]. My husband drove a hour from our house, picked up the table and we opened the box once he got home and noticed there was no hardware or any legs, and the inside of the box said box 2 of 1. They failed to give us the second box with the hardware and the legs and along with the wrong color table. It says clearly on the box dark cherry. So as soon as I noticed no hardware, legs and the wrong color I called march 21st the day we picked it up. That is when every single person I talked to told me something different. I never once got to speak with a manger at the costumer service department to help me solve my issue. I spoke with mike once he is the manager at the [redacted] location where we purchased our table. After almost two weeks of being told many different things. I feel like not once did I get a helpful and honest people who listened and truest the costumer. I feel like mega furniture company is the worst company to buy furniture from and I will never give them my business nor will I recommend them to anyone. I am reaching out to let people know how we got screwed over. In the end they said there is nothing we can do, I don't want to exchange the table for another one or pick up the legs. They never once worked with us the costumer and try to make the situation right. I thought the costumers were always right? They will not give us a refund, our only option is to keep the table they gave us wrong color and all and head down to [redacted] to pick up the legs and hardware they never gave us.Desired Settlement: I want the costumer service company and the employees working at mega to have good costumer service and work with the costumer. The whole time speaking with each employee they never once worked with the costumer to make the situation right. This was my first time ordering from this company and at this point it may be my last if they don't make it right.

Business

Response:

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

Consumer

Response:

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

I bought a sofa/love seat 3 years ago and an additional warranty (five year). The purchase was made at the tempe location.

After about a year of owning the sofa the structure inside broke. They replaced it under the manufacturer warranty and said that if anything else occurred it would be covered under the additional warranty.

This year the sofa is broken again and the love seat is starting to pitch toward the center making it uncomfortable to sit on. Once again I called them to have them both replaced. Come to find out the warranty they sold me was bogus. After asking specific questions about the warranty during the purchase and the the misleading information from the original representative I WILL NEVER DO BUSINESS WITH THIS COMPANY AGAIN!!!

The sales were fine no complaints there. I had purchased a 3 piece set that included a sofa,loveseat and chair. I had the product in my house for 7 months and the material started to peel and crack. Its made out of a plastic leather look alike. I called the company trying to figure out what to do. I had to call multiple times because they did not answer the phone. After finally reaching them I was told to send them pictures of the damage. 3 weeks later I get told that the manufacturer agrees to replace my sofa (the only damaged piece). I agree and ask when it will be taken care of. I got 2 options. I could either take my couch completely across town to their warehouse and exchange it myself and re set it up ( I have no truck to accomplish this task) or I could pay a $75 re delivery fee and they will bring me a new couch and take the damaged one away. I asked why I was being required to pay an additional fee when I had already paid to have the set delivered when I had purchased it. I was told that if the damage isn't reported within 30 days from when they deliver it that you are required to pay an additional fee to have it re delivered . The damage was not there 30 days after it was delivered. The fabric on the sofa was defective. It even feels different than the other pieces. Its harder and dryer. So now I am stuck paying this fee to have it re delivered and hoping that the next one I receive is not defective also.

I will never buy anything from Mega Furniture again. We are retired. We purchased a sectional sofa and paid good money for it. After a year and one month the material started falling apart. We are not home alot either. Not hard on furniture at all. We went back to Mega and they won't do a thing to help. Warranty up after one year. That's all their furniture is good for......one year. We are heartsick that they won't stand by their stuff. Don't buy from them and get heartsick! Pass this on.

Review: Bought a sectional from Mega Furniture. The Wedge provided did not match the rest of the sectional. It is of different material and the connections to the rest of the sectional does not match. Also the recliners lean to the right or left. Company is giving us a round around. Have not agreed to give us the correct wedge.Desired Settlement: Provide the correct wedge.

Business

Response:

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]

Consumer

Response:

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

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

Regards,

Business

Response:

To Whom It May Concern:Mega Furniture ordered the replacement wedge and we have received it. We also ordered the mechanisms for this customer's service concerns. We are waiting to hear from the customer when the parts have been received at the customer's home so we can send our technician to install the parts for the customer.When we receive this call, the customer will receive the technician as well as a delivery the same day to exchange out the wedge for this customer.Thank you,[redacted]

Review: I had a couch delivered on 3/10/14 the was delivered broken. I promptly contacted the store and talked to the delivery manager [redacted] to tell her and she advised me they would have someone out to pick up the broken piece on 3/14/14. I took the day off work to be home so they could pick up the broken piece and order a new one. Nobody from MegaFurniture ever showed up. I called the store and was advised that they rescheduled but never called to tell me. On Monday 3/17/14 I went to the store location and spoke to the store manager ([redacted] or [redacted]) who assured me they have a tech scheduled to come out to resolve this issues and I w have a call from them no later then 3/21/14 to schedule the time for the tech to come out to my house. It is now 3/24/14 and not one person from this company has contacted me to resolve them delivering broken furniture.Desired Settlement: To have the broken furniture immediatly replaced and the billing to be stopped till the product is delivered in good condition.

Business

Response:

[redacted],I apologize for any inconveniences you have experienced with this purchase. However, I do have you scheduled to receive an exchange of your armless sofa this Thursday, March 27th. Please confirm this day works for you. If not, please let me know what day does work for you so we can get you taken care of quickly and satisfactorily.If you have any questions or concerns, please do not hesitate to contact me directly.Thank you,[redacted]CS ManagerMega Furniture[redacted]

Review: We purchased a rocker recliner from Mega Furniture and have problems with it. The chair is all crooked and the recliner does not work properly. It took over a month for them to install a new mechanism, thinking it would correct the problem and level the seat and back of the chair. That did not work. Now 2 months into the dilema, the manager refuses tom talk to me and thru his agent says the manufacturer says that this is the way the recliner is made. I don't believe that to be true. I requested they pick up the chair and refund my money.

their answer was they would but I would have to pay a 40% restocking fee, which is approximately $365.00. We signed that area on the contract believing that was not the case for a faulty recliner.Desired Settlement: I would like Mega furniture refund my money or replace this recliner with one of the same value that works properly.

Business

Response:

Hi !

We have made a contact to this customer in regards to their complaint made about Recliner. We have agreed upon re-selection and this issue has been resolved. Sorry for the inconvenience.

Thank you very much

Regards,

Management Team

Mega Furniture

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]. We have selected a new recliner and the issue is now resolved.

Regards,

Please be aware !!!!! Do not buy any furniture from this store. I bought 2 different sets of furniture from this place and both sets had manufactures defect. Are you kidding me, both sest of furniture was made by [redacted]. I talked to Kaycee Y[redacted] from Mega furniture and she told me I could not get a full refund because they did not get one from [redacted]. This is a total lie, I called [redacted] and talked to Jennie S[redacted] and she told me if the furniture had a manufactures defect and it was within one year of purchase that the store was get 100 % refund, so why can't I ?????? I have to take a lost because that must be the way Mega furniture makes there money. They have very bad customer service, When trying to get information about Mega furniture so I could take them to court, I found out the receipt had someones personal address on it. So I had a hard time trying to serve them court papers. This is a terrible way to treat a senior citizen !!!!! I did nothing wrong, I just did business with a terrible furniture company. BUYER BEWARE !!!!!!

Review: I spent a little over $1,700 on two couches and a recliner. 5/6 months down the road, 3 of my recliners broke, the back of the couch or all uneven. One of the chair wobbles really bad. And one of the seams ripped open, and pretty much they are the cheapest poorly made couches I've ever had, they do not have an exchange or refund policy at all they tell me. All I want is my money back or everything to be fixed like it was brand new. Spoken to several people and they all say they'll call me back and handle the situation but they never do, and the store says they only sell the furniture they don't handle returns disputes or repairs, not happy at all with this companyDesired Settlement: All I want is my money back, so I can purchase higher quality longer life couches somewhere else, my last couches or 15 years old and in perfect condition when I donated them to my friends in need..

Business

Response:

To whom it may concern and the Revdex.com, I have reached out to Mr. [redacted] and I feel there was miscommunication in the past with other Mega Furniture representatives. Some of the current issues that Mr. [redacted] describes are still covered under warranty. I have reached out to our customer, and we have currently opened a claim, and hope to be able to help Mr. [redacted] at the discretion of the manufacturer. Mr. [redacted] expressed that he is satisfied with us offering to help with what is still covered under warranty. Please feel free to contact me if you have any farther questions or concerns, Mega Furniture Management[redacted]

Consumer

Response:

I spoke to a representative at mega furniture by the name of Kayce, she apologized that other representatives did not call me back or take care of my issues and concerns, I explain to Kayce that I did not like the furniture that I bought, based on the quality and the multiple problems of the couch breaking being uneven Frame being wobbly excetera. I let her know that I was very dissatisfied with my purchase and wanted a refund, she explained to me because the couches under warranty I could not receive a refund, and the manufacturer of the couches would most likely do an exchange, but because my couch is now discontinued, she can only give me, if the manufacturer discretion is to replace the couch, she can only give me a store credit. I would not like a store credit because of the first transaction I made with this company having faulty couches and no one to help resolve my issues. She also said if a store credit is issued, & I would not like to use it she can give me a refund for my couches had a 40% less restocking fee. I am unhappy that the company charges a 40% restocking fee. I hope that mega furniture will do the right thing and just refund me the money I paid for the couches, and remove the couches from my property. I sent them pictures of the couch descriptions and everything that the representative had asked of me. Once again I hope this company mans up and returns my payment for a full refund so I can move on with my life and purchase new couches elsewhere. But for right now I have to go through the bureaucracy and all the trouble of what the company requires for me to qualify for some type of refund, I will continue to jump through hoops, until this issue is resolved, mega furniture please help me out and refund me the money, thank you sincerely Mr [redacted]

Business

Response:

To whom it may concern and the Revdex.com, We understand the request that our customer is taking. However, we do have a set of policies that are given to the customer at the time of purchase. Mr. [redacted] signed agreeing that Mega Furniture has no refunds, no exchanges, and no cancellations. We also inform the customer that We uphold the manufacturer's warranty at their discretion only. I have attached a copy of Mr. [redacted]'s signature for the Revdex.com to review. It is very unfortunate when furniture gets broken, but, we are happy to say that this brand comes with a limited lifetime frame warranty, and upon approval, we can offer a full in store credit to purchase something more to Mr. [redacted]'s liking. However, as he agreed when he purchased, Mega Furniture offers no refunds. If Mr. [redacted] would like a refund, he did also sign to an option to receive a refund after the restocking has been paid. This is due to the fact that the manufacturer will not submit credit Mega is unable to show that a replacement was administered. This is a safeguard put in place to make sure Mega is not asking for refunds, and then not passing them onto customers. If We do not replace or offer In store credit, then the warranty claim is closed. Which results in a restocking charge, as agreed to in writing. We look forward to fighting for this approval, and getting brand new merchandise in Mr. [redacted]'s home, and minimal to no charge to him! All at the manufacturer's discretion. Please feel free to contact me if you have any questions or concerns, Mega Furniture Management [redacted]

Review: I purchased a 'leather' couch and rocker recliner from Maga Furniture on July 2, 2011. I madeit VERY clear to the saleswoman [redacted] that I did NOT want bonded leather, but rather full grain 100% leather furniture. After deciding on a couch and recliner that my wife and I liked and was more expensive than the so called bonded leather furniture we purchased the set for $1043.99. [redacted] also talked us into the 5 year 'Leather' protection warranty that was supposed to cover us in case the leather cracked, peeled, or ripped. We were charged another $150 on top of the $1043.99 plus tax on the entire sum. Now 4 years later both the couch and recliner are peeling. We have taken meticulous care of our furniture and even bought an all natural leather cleaner and conditioner from Mega Furniture that they recommended. We called the number on the extended warranty paperwork and filed a claim. When we sent the warranty company the SKU # they responded that the couch is not covered because it is not full grain leather, but rather bonded leather. So I was sold a couch and recliner that I was lied to about being full grain 100% leather, then sold a leather warranty that does not cover the furniture I bought, and now have peeling furniture. I tried calling the [redacted] location where we bought the furniture and they referred me to another location and to speak to [redacted] at extension [redacted]. I have since called 3 times and left 3 messages with no response.Desired Settlement: I would like the couch and recliner replaced with a full grain leather set I was told I purchased and my $150 refunded for the warranty that doesn't cover anything I bought or all of my money refunded for the fake leather set and warranty that doesn't cover I was sold.

Business

Response:

To whole in may concern, and the Revdex.com, I have been in contact with these customer's and there was a mistake made by the company GBS warranty services. The merchandise our customers purchased is 100% top grain leather in all surface touching areas. GBS did not understand this. I have reached out to GBS and corrected this, and our customer's claim has since been reopened. I was informed on August 20th, 2015 the GBS has called our customers and will work with them on the peeling of their top grain leather. We apologize that GBS was wrong, and hope the customer continues to enjoy her purchase. Thank you,[redacted]Customer Relationship ManagerMega Furniture LLC###-###-####

My family and I wanted to share our exceptional service we received from Mega furniture in Goodyear. The sales associates were friendly and knowledgeable of items.
However, the dining set we purchased turned out to have a few flaws with the chairs. Xitlaly R[redacted] who works for the claims department is a true representation of customer service. She worked diligently and very hard to get our chairs replaced. Xitlaly listened to our problems and got them resolved.
My family and I would like to sincerely thank her for all she did.
Thank you Xitlaly from the G[redacted] family

Review: I am writing you to express my extreme disappointment in customer service. I dealt with [redacted] at the [redacted] store and this does not reflect upon him as he did a outstanding job.

I am writing because I bought and paid instantly for some furniture with the understanding that it was in stock and it was to be delivered onThursday the 15th of Aug. At 08:31 in the morning I received a cal from the [redacted] # (a woman) stating that all parts to the sectional were not available and the only thing that could be delivered was the mattress. I asked when the rest would be available and was told that she would check into it and get back to me within an hour. I never got a call until after 16:00 without a message. I was at home the entire time and can assure you I did not miss a delivery truck as I was doing chores outdoors. At about 18:00 or so I went to the store to try and find out what was going on. I was told that according to the computer it stated that items had been delivered; which they had not been. I ordered the items on 13 Aug at 13:07 and was told that they were in the warehouse and was told via [redacted] that [redacted] said they would be delivered by thursday, as of the writing of this email they have not been delivered. The only reason this is an issue is because I am an airline pilot and am gone quite often and have only a certain amount of time available at home. I will not be home on the 16th of Aug as I have to fly out of town. I wanted to cancel my order, but was told that I will be charged a minimum of 40% of the purchase price. I find this to be totaly unacceptable and insulting. I purchased the items in good faith and paid for them instantly under the condition that they were going to be delivered during my time at home. The manager at the store suggested that I go out of my way and inconvenience myself further by hurrying up my dinner plans with family and friends so as to get home to try and have delivery accomplished by tonight. The warehouse is closed and he said that the manager at the warehouse was going to try and get someone available tonight to deliver. What the manager was trying to do was to deliver the floor display in place of a new item.Desired Settlement: I want an immediate refund and order cancelled.

Business

Response:

Hi Goodafternoon!We apologize for any inconvenience that our customer has to go through. In regards to this complaint, we already compensated our customer with a free box spring and a refund of $100 for the delivery fee. Customer has been notified and contacted about these changes. We greatly appreciate customer business and we are so sorry for the situation happened. We will try our best to satisfy our customers.Thank you very muchRegards,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.I was never refunded $100.00 delivery fee, that fee went instead to the box spring that was sent to me. I just ended up buying that. Make it right, do what you say you are going to do. Refund the money.Regards,[redacted]

Business

Response:

Good Evening!In regards to this complaint, Store Manager will contact our customer and refund $100 (inconvenience fee) to customer on their bank card that they purchased with. We apologize for any inconvenience caused.Thank you very much for your patience.Regards,Management Team,Mega Furniture

Review: I purchased a living room sectional 6-13-13. When it arrived 8-9-13 the chaise lounge was broken and ripped. They sent a technician 8-19-13 who deemed it non repairable and issued a request for its replacement. After waiting several months for word of it's arrival, I called them and found out that it had been sitting in the warehouse undetected. When the delivery personnel brought it 1-13-14 there was a large gash in the fabric. Since being told they would replace it, again, I have called at least 4 times giving a few months between calls, spoke to 3 different individuals and was given 4 different answers: they were going to replace it, that they would call me back, that they were working on resolving the issue , and that they were going to repair it.Desired Settlement: I would like a refund from this company. I am tired of calling and trying to get a replacement, and based on my experience so far with this company the replacement would take several months to arrive and would also be defective.

Business

Response:

To Whom it May Concern:I apologize for the inconveniences the customer has experienced however, the replacement chaise lounge was ordered and we are just pending the shipment from the manufacturer. The piece is estimated to ship out of [redacted] on the 17th (Wednesday) and we are expected to receive the container on Saturday (20th).The soonest delivery I have after Saturday will be Wednesday, September 24th.Please contact me directly for any further questions or concerns.Thank you,[redacted]CS ManagerMega Furniture[redacted]

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,

Review: I had three pieces of furniture delivered Jan 14, 2014. It wasn't put together correctly. One section was higher then the other on the same piece of furniture, middle of couch was higher than the ends. So I refused it. I went to the store with pictures and they said it was not put together right. They suggested I get another set delivered. I agreed. They delivered another set. I thought it was okay at the beginning until the plug in on the loveseat wouldn't work. So they came out to see why (they are to set up everything to work). They hadn't plugged in a plug which was under the loveseat where I couldn't have found it. I also showed they what was dripping out of the bottom of the loveseat. They took pictures and sent it to the office. It was shaving off the wood from the insides of the loveseat (wood shavings). So the mechanism inside the loveseat was not working correction. So they replaced it. They brought a new one. I start checking all the mechanisms on the rest of the furniture and none of they fit correctly when they recline. The chair's mechanism had already put a hole in the leather and the handle is rubbing again the side of chair when it reclines. I have been working with a [redacted] at Mega furniture and the last phone call with her on Friday was she offered me new furniture or a credit of $1599.00 I paid $2173.71 or new furniture again. I said I would go to one of there other store's because there was nothing I wanted in that store. She said they couldn't do that. Than she said she was going to talk to manager and get back to me by the end of the day March 28, 2014. This is April 4, 2014 and I have not heard from her. I have called several times over the last week. In the beginning I requested to [redacted] to send a representative out to my house to look at this furniture to explain why it doesn't work. She said they couldn't do that. If they would have done that I think this would of all been resolved.Desired Settlement: I would like to get the quality of furniture I paid for or a refund.

Business

Response:

To Whom it May Concern:

Ms [redacted] is receiving a full exchange of the three pieces she purchased from our company. She is scheduled for tomorrow per her request.

For any further questions or concerns, please contact me directly.

Thank you,

CS Manager

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.They have not delivered the chair yet as it was on back order. I will complete my complaint as soon as it is delivered.Thank You[redacted]

May 23rd we went into Mega Furniture and placed a special order for a custom living room set. The salesman assured us that our order would be completed between 4-6 weeks. This was perfect considering we were moving and the furniture would be ready after our move! So at the 6 week mark we hadn't heard from Mega so I called a spoke with multiple people and they said that the furniture wasn't ready and that is could take up to 8 weeks. Very disappointed we continued to call every week to check the status of our furniture. We also checked to make sure the manufacturer didn't have any issues with any fabric being on backorder. Finally at week 10 I called and they said our furniture was in!! Yes week 10!!! So on week 11 the furniture was delivered to our home. And the furniture arrived damaged!!! I called Mega to make them aware of this issues along with making a notation on the invoice and the delivery driver taking photos of the damage. They told me that a driver would be at my home to pick up the furniture that Saturday! I waited and wasted an entire Sat waiting for a call or a driver to appear. Finally at 5 I called and spoke to someone and they told me that a driver would be there on Monday. So I again wait all day Monday (not leaving to ensure I would be home when they came) and still no driver. I called the warehouse again at 5 and was told a driver would be there that day and they finally arrived at 6:30. I then called the warehouse on Thursday to check the status of the repair and was told that a repairman could be scheduled to come to our home and make the repair. I informed them that a driver had already made the pickup for the repair. She then puts me on hold and comes back with the answer that our furniture was repaired and ready. So I ask about delivery again and the earliest they could get us would be on Monday. So I offered to pickup the furniture (so that I could inspect it) today (Friday). They get ready to load the furniture when we check it and it is still damaged. NOT REPAIRED!! We then wait an hour for their repairman to attempt to fix it and after the final inspection again it is still NOT REPAIRED!! So we bring the furniture home and schedule them to come out and make the repair! Another thing I noticed is that I was told on Thursday that we couldn't have delivery until Monday (that all of the slots were filled) Yet the girl at the desk makes a call to a customer letting them know that their furniture has arrived and is ready for delivery and that she can have it out to them the next day!! Last thing I noticed is that when I call the warehouse to speak to someone they hardly ever answer the phone. While sitting there waiting today I noticed that she would sit there and let the business phone ring and ring but could take the time to answer her personal cell phone!!! I would not recommend Mega Furniture to anyone and their customer service is well below par. Once the issues of this are resolved (if ever) we will never spend our hard earned money on anything they have ever again!!

Review: On April 8, 2013 I visited a Mega Furniture Store to purchase several items (Bedroom Set with Mattress and Box Spring, Living Room Set, Entertainment Stand, and a separate Ottoman), I spoke with one of the stores sales representative by the name of [redacted] who provided information about their products. When placing my order the sales representative did not review the company's cancellation nor their no refund policy, I only found out about this policy after three and half weeks after I had placed my order and the order had not been delivered. I visited the store in which I placed my initial order and was informed after they had no Idea of when I would received my furniture that they do not allow cancellations or refunds.

I was informed that the order would be delivered within 2-3 weeks, from the date of purchase. After 2 weeks I called the store where I had placed my order to check on the status of the order and was told that all items were received except for the bedroom set in which they over sold and was on back order. The representative told me that they would be receiving a shipment in later that week and would update me as to the delivery date. The week had gone by and I then called back the store at the beginning of week three and visited the store in which I was informed that the bedroom set was in but the living room set had not been received. This appeared to be a contradictory statement as a store representative informed me the week earlier that all I were received except for the bedroom set. I then asked why the discrepancy the representative then proceed to blame the prior representative. This had led me to believe that they had used the items previously received to fulfill another order. I had inquired previously of the possibility to have the order delivered in two separate delivers and was told this would not be possible.

I then asked when my items would be delivered and was told they would check and get back to me. I waited for a call back. Upon entering the fourth week I called the store back and told them that I was waiting for someone to get back to me with no success. I spent more than an hour on the phone and after a lot of back and forth worked out the items to be delivered in two separate deliveries. Almost 5-6 weeks later we received a delivery for only the bedroom set and the entertainment stand. Most of the items delivered were damaged. About a week later I received another delivery and yet again damaged items were delivered. It appeared that every item they delivered did not appear to be brand new as you would expect when you purchase brand new furniture. After several phone calls with the store I was referred to customer service department. I was passed along via phone from department to department.

Upon reaching the customers serviced department I spoke with [redacted] who asked me to take photos of the damaged furniture and send an email to the customer service department she would review and get back to me. I proceeded to send emails and follow up phone calls form May 14, 2013 - though Mid June, 2013 with no success leaving voice mail messages and emails, I outlined the various problems in which I had experienced as a customer. On June 10, 2013 I finally got to speak with a representative by the name of [redacted] who had informed me that the entire customer service department had been let go and they have new representative and I had been assigned to [redacted]. [redacted] informed me that [redacted] was out and she would have [redacted] follow up. Five days latter I finally received a call from [redacted] only to find out that my previous conversations with past representative had not been logged or request had been left with unattended. I now had to start all over. It is now July 12, 2013 and I am still experience problems with the company and their product, and lack of customer care or concern for making things right. I have not heard from any mangers or supervisors who can escalate or resolve any of the issues expressed and noted. I feel that the company has not fulfilled their promises. As I still have damaged products, nor have they made any concessions for their mistakes and miss communication or should I say lack of communication.Desired Settlement: Brand new and undamaged furniture, as promised when I was told that I purchasing brand new furniture.

Some kind of concession or reimbursement for the inconvenience and lack of attentiveness that we received.

We plan to never again purchase any items from "Mega Furniture" due to the countless issues we have experienced from the beginning with "Mega Furniture"

Business

Response:

We apologize customer for all the inconvenience they have to go through. We clearly states on every invoice about our Cancellation or refundpolicy, we apologize customer for the back order of the merchandise on their order, we always tell our customers that back order would take 4 – 6 Weeks oftime, sometimes more than that for several other reasons, but for this customer we have delivered the merchandise within 4-5 weeks of the order.As to satisfy the customer needs, we have scheduled our professional technician to repair the products and also exchanged the right pier for the customer.We apologize the customer for long delay and we hope the customer has satisfied with our service.Thank youManagement.

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.

[I am not satisfied with Mega Furnitures response as they did not review their contract, nor did they give a brief explanation of their policies or procedures during the order placement process. I was not informed that their back order would take up to 4-8 weeks. When I placed the order [redacted] the sales representative he told us that the furniture be delivered to my home within 2 - 3 weeks from the date in which I place the order. Third the wall unit piece they are referring to they keep getting it confused I have had the deliver men here 3 separate times just for this one pieced to swap this item out as the customer service department has informed me that there is a left and a right side of the entertainment stand, and several different representatives have confirmed this, and when the deliver men arrive they have the same side and they state each time that there is no left or right side that the customer service team does not know what they are talking about, Also I have yet to have the furniture which was delivered damaged to begin with, repaired by the repair technician. I have been called twice and was informed the repair technician was scheduled to come out to my home to repair these items and this has not happened yet. The last time I waited all day and a delivery man showed up and not the repair technician. I recently received a call stating the repair technician would be here on Thursday, I guess we will see. I have sat around for at least 6-8 days for either the delivery or repair man. I can not get these days back as the company will only give you a 9am - 6 pm time frame and say they will call at least an hour before delivery but this never seems to happen it is usually more like 5 minutes before they arrive. I will not get back the countless hours on the phone with various customers service, store reps and so on nor all of the miss communicated information and lack of follow through by various representative I have dealt with. It appears the company may be rebuilding their customer service team and during this time their customer's are suffering. This experience has been a nightmare and I will never purchase another item from this company, as they do not stand by their products. Every item delivered to my home has had some kind of damage to it. I thought when you purchase new furniture, you get new furniture. I guess this is not the case with this company - pay new prices and get damaged or used furniture. I have attached a few pictures of items that were delivered damaged and are still damaged today. I have additional items.

Regards,

Elizabeth O'neal

Business

Response:

Hi!This customer has been notified and contacted that we are going to exchange the dresser and night stand as soon as the new order shipment arrives at our facility. We appreciate our customer patience and co-operation in this matter. We apologize for any inconvenience to our customer.Thank you very muchRegards,Customer Service DepartmentMega Furniture

Review: My wife and I purchased a powered rocker/recliner from Mega Furniture on 4/30/2015. However, this chair was

not delivered to it's intended user until almost the end of May. The intended user for this chair is an 85 year old

woman with altheimers. She is not able to manually raise or lower the chair to a reclining or upright position. I was advised by the intended user ([redacted]) that the chair has stopped working on August 30, 2015. I called Mega Furniture on August 31st to inform them that the chair was no longer operating and to see what they would to remedy the situation. After making 3 phone calls to Mega I was advised that the Manufacturer had decided to repair the chair rather than replace it. When asked how long it would take to effect the repair, I was told that a part had been ordered from the manufacturer and it would take 2-3 weeks for it to be delivered. Nothing was said about how long after the delivery the repair would be effected. I told them that this was not acceptable as the sole reason to purchase the chair was to allow the intended user the comfort it provided and that at least 4 weeks to effect the repair would have vastly negative consequences on the intended user. I then asked if the chair could be replaced since it had failed within 90 days from date of delivery. I was told that that would be a decision made by the manufacturer. However, I was also told that if they were to request a replacement chair from the manufacturer, that that would effectively cancel the request for the part that was ordered to repair the chair. If the manufacturer decided not to replace the chair, that would mean they would have to start over at square one in ordering the part to effect the repair.Desired Settlement: I would like the rocker/recliner replaced ASAP.

Business

Response:

Tell us why here...To whom it may concern, and the Revdex.com,Mr. and Mrs. [redacted] (to be described as customer [redacted] for Revdex.com anonymity), came and purchased from Mega Furniture on April 25th, 2015. At the time of sale, customer [redacted] signed our terms of sale, including, "Seller makes no warranty beyond any written description itimized in this order. Such disclaimer does not effect manufacture warranty if any". Customer [redacted] was scheduled for delivery. Mega Furniture was able to deliver the merchandise after it became available from the manufacturer on May 15th, 2015. During delivery, customer signed that merchandise was received in good condition and customer would not claim damages later. Customer [redacted] first contacted us on September 2nd, 2015. Customer explained that the rocker recliner was no longer working. Based on discussions with our technician, the mechanism would need to be replaced. That same day, Mega Furniture placed a claim with the manufacturer for a replacement mechanism (the gears that support the chair while reclining). On September 3rd, 2015 we spoke to customer [redacted] and explained we were waiting for en estimated-time-of-arrival from the manufacturer and would contact the customer when we had an update. On September 7th, Mega FUrniture spoke to customer [redacted] again. The manufacturer of the merchandise ([redacted] Upholstery) had informed us this mechanism could take 2-3 weeks to ship via ground shipping. The customer became very distraught. After deliberation with management regarding this time frame caused by the manufacturer (not by Mega Furniture) Mega Furniture has decided to pay expedited shipping for the mechanism to take care of our customer more quickly. This is not customary and is only possible when the manufacturer allows it, and Mega Furniture is pleased that [redacted] Upholstery is allowing this for our customer [redacted]. The Mechanism arrived to Mega Furniture on Saturday September 12th, and Customer [redacted] is scheduled for a technician appointment today, September 14th, 2015. Customer [redacted] has expressed that this resolved his complaint, and Mega FUrniture looks forward to repairing our customer's recliner chair.Please feel free to contact me if you have any farther questions.Best Regards,[redacted]Mega Furniture