Mega Furniture

Review: I had a bedroom set delivered to me in July which I also paid for installation to ensure proper assembly of bedroom set, within four months bed rails are broken. I believe company should still warranty since it is manufacturing defect. No one seems to be sure of warranty period since I have gotten 30days, 60 days, even 3 months from different employees. But even before being able to tell what the warranty is they just say warranty won't cover.Desired Settlement: I would like for Mega Furniture to replace the defective bed for a new one.

Business

Response:

To whom it may concern and the Revdex.com, Here at Mega Furniture, we believe in full transparency at the time of sale, and pride on answering all questions customers have regarding store policies. Mrs. [redacted] purchased from our Mega Furniture on April 18th, 2014 and purchased merchandise based on her preferences. During the sale, Ms. [redacted] signed agreeing to our store policies and procedures. This includes our policy stating that Mega Furniture is not the holder of any warranty, and assist the customer in claims with their manufacturer warranty, if any. This was understood by way of signature when our customer purchased. Our customer then received delivery on July 18th, 2015, and signed agreeing her merchandise was delivered in good condition, without any damages. This particular manufacturer of furniture is GFM Manufacturing. GFM comes with a 30-day implied warranty against defects in production. Our customer first contacted Mega Furniture claims on December 10th, 2015, and was informed her warranty is expired. mega Furniture has offered our customer an out-of-pocket technician service for repair. We have also offered to quote her a large discunt on ordering replacement bed rails. Both have been declined by the customer. Mega Furniture, in good faith, has reached out to the manufacturer and requested any assistance they are able to offer. With that being said, GFM is closed for the season, and will not be reopening for another 12 days (according to my best information on hand). In the meantime, we will continue to follow up with this customer. However, if the manufacturer declines the claim, there is nothing Mega Furniture can do. Please feel free to contact Mega Furniture if you have any questions or complaints. Best Regards,Mega Furniture Management6[redacted]

Mega Furniture has done an outstanding job in making sure my requests were honored. There were a few communication issues in the beginning, at which I am at fault. My apologies to anyone I offended. Thank you for taking the time to call me and fix the matter. Look forward to doing business in the future.

Review: Hi,

Mega furniture Gilbert store sold me defected children’s furniture, I bought 2 beds, dresser and a night stand for my 2 kids ( age 4 and 2).

The dresser is start falling apart 1 hour after they dilevered it to my house, it was very dangers that I had to close the room and allow my kids in side the room.

I called them many times, and sent them an email with the dresser pictures and I went to the store, and the answer was allways that "we will put a note in the system and we will have someone from the costumer service call you tomorrow", because it is a customer service issue and the store does not have the authority to replace the defective furniture.

it has been 4 weeks and more than 10 promisis that someone will call me to solve the issue.

I checked their rating on Revdex.com website and they are rated "C", I wish I checked before made the purchase.

Please help me

Thank youDesired Settlement: replacement

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. The customer has been contacted and we have informed the customer that we will proceed with the exchange of the chest. If you have any other questions or concerns, feel free to email or give me a call.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I purchased a couch on August 4th and dinette set a couple weeks later from Mega furniture. The couch was a custom order that was promised delivery in 4-6 weeks and the dinette set would be delivered with it. I called them approx. 5 weeks after the couch order to find out delivery date, I had to call multiple times because I was placed on hold twice for over 5 and 15 minutes without anyone picking back up. I was told that the couch would not be completed until Sep 14, which is 1 day shy of 6 weeks and delivery would be after this. I inquired about the 4-6 week delivery and was told it was behind and I would receive a call for delivery when they received it. I was able to negotiate having the kitchen set delivered separately since it was ready. The dinette set was delivered as scheduled. I called the following Monday Sep 16 to find out delivery status and was told it would be delivered Friday between 9-6. A person from the furniture warehouse called me on Thursday to confirm delivery and verify directions to our house. On Friday I stayed home to await delivery. I was then called by a delivery person on Friday at 12:30 because he was unable to find the house. I offered to give him directions and he hung up on me. I then called the store because I was unsure if they were coming, I was told they would contact the delivery dispatch. At 1:35 I received a call from dispatcher and gave her directions again from a local store as they requested. At 2:30 the dispatcher called once again to say the delivery driver could not find my house and wanted me to drive 10 min away to meet the drivers in an isolated area. I said I could meet them at the intersection close by as I needed to pick up my kids from school in 25 minutes. The dispatcher was very rude and said the driver refused to come back and if I was unwilling to meet them, I told her it was not possible for me to drive that far at that exact time. I would meet them if they drove and met me 5 min in the middle. The dispatcher hung up on me and about 5 min later I received a call from the store asking if I was refusing to meet the driver and would not be home for delivery. I explained that I could meet the driver 5 min away and my friend could stay for the 10 min for me to pick up my kids while they delivered the couch. The store lady said she would call me right back. I received a call back from the dispatcher that they would no longer be delivering my couch today and I needed to reschedule. I said this was not okay I had been waiting 7 weeks and sitting home all day and I did not want to stay home all day again. She said the best she could do was a 4 hour window, they could not put me first for delivery and it would not be tomorrow but not until Monday.Desired Settlement: I want my couch delivered tomorrow Saturday Sep 21. I should not have to be stuck home for hours on end only for them to have delivery issues especially when they have already been to my house once per the directions I provided. I paid for a delivery fee of $99 and have not received my item within the delivery time they have promised 2 times.

Business

Response:

Customer was delivered on 9/21/2013 and reported a issue with the merchandise and a technician is going to contact customer to resolve issue at the customers request.

Thanks

Sales manager

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 9732532, 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 have called Mega furniture numerous times from the date we bought our furniture. From the day it was delivered, we had some issues. We originally had a rep come out from mega furniture, and they were able to fix one of the couches, but the y didn't fix the other. Now the same couch they fixed is broken in the exact same place that was needing to be fixed last time. I have called and called and called for over a year now, now people don't return our calls. The last call I got said our furniture was out of warranty, I told them that was fine and I would pay for parts, but I just want our $2500 couches to be fixed. They were brand new when we got them, they were broke then and are still broke now. I just want our furniture fixed, had someone actually called me back when I left 30+ messages, this all would havee been fixed when the furniture was still under warranty.Desired Settlement: We want our furniture fixed or replaced. Couches that cost over $2500 should be built to last at least a few years!

Business

Response:

To whom it may concern,Mr. [redacted] purchased his Kian 3490 sectional on 11/25/13, and received delivery on 11/26/13. At delivey, [redacted] signed that his sectional was delivered in good condition and he will not claim damages later. Our customer first contacted us on 6/11/14 to report that one side of his sectional was leaning towards the ground. Our team requested pictures from our customer, and informed him we would follow up when pictures are received. Mega received pictures on 6/25/14, and were forwarded to Kian to order needed parts. We emailed the customer three times in August 2014, informing him that the parts would take time to be received, and keeping him updated. On 11/20/14 we contacted [redacted] to inform him the pieces arrived, and to set him up with a tech appt. at no cost. Service was completed on October 22nd, '14, and [redacted] signed this service agreeing the it was completed. We did not hear from [redacted] again until 4/24/15, and [redacted] reported that there are some seats sitting lower than before. We informed him that his warranty was for one calendar year, and that Mega furniture does not routinely offer services for hire. [redacted] has since been routinely persistent to receive a technician appt. However, I called him personally on 5/16/15 and left a voicemail informing him we cannot offer an appointment under warranty, but that an appointment is authorized to be purchased. Mega Furniture did not hear back from [redacted] until 2/3/16, when he called asking again about service. Mega has continued to honor an appt. out of pocket for [redacted]. I have called our customer on Feb. 2nd, 4th, 17th, and again today, Feb. 18, '16. [redacted] has agreed to service for his furniture, and has made the agreed payment, and is scheduled to have his merchandise picked up for repair on 2/22/16. At this time, Mega feels we have come to a fair and concise compromise with our customer, and we look forward to repairing his merchandise.Best Regards,Mega Furniture Management

Review: I ordered a counter height table and 6 bar stools. they were delivered on 03/21/15 but not till 9:00 PM. One of the chairs was damaged with scratch marks. I did not accept it. The delivery guys made notes on their tablet and I believe took pictures of the damaged chair. When I contacted the manager of the store and told him of the situation he told me that they did not have a chair at the store but if their warehouse had one they would deliver it.

I was leaving to go back home to Illinois three days after that. I left the phone number of a neighbor so he could accept the delivery when the store was ready to deliver the chair.

I have called numerous times, the store and corporate. You have to leave a message but rarely get a call back. When you reach a person I was told that it would be delivered when they had a delivery near by. Six months have passed and I still have not received my chair.

I am concerned because that particular chair might be discontinued.Desired Settlement: I just want my chair delivered.

Review: I bought a kitchen table that we had seen in the store and it was very nice. The one they delivered looked like they had it stored in the warehouse and had thrown stuff on top of it, the table has chips in the top and the joints you can tell where they put it together. This is not what the table we looked at looked like. When I called to let them know I was not happy with the product and I wanted to return they were rude and argued with me saying I was having buyers remorse because they didn't want to return my money for a defected product they sent to me. Then they proceeded to tell me that I would have to pay a 40% restocking fee for something that was wrong on their end. The table was not in the condition I as a customer wanted to receive it in with all kinds of dust all over the table and chairs. These people have the rudest customer service.Desired Settlement: I would like for a full refund from this company for something that was out of my hands and for as rude as they were I would rather not do business with them ever again and take my business elsewhere. I don't think I should be paying a 40% restocking fee for something they delivered in horrible condition. I just want to get a full refund for this kitchen table.

Business

Response:

To whom it may concern, and the Revdex.com,Here at Mega Furniture, we strive for full disclosure at the time of sale, and we uphold our promise to exercise the manufacturer's warranty in the fullest. Mr. [redacted] visited our Mega Furniture Mesa location on May 23rd, 2015 and purchased furniture based on his preferences. At the time of sale, Mr. [redacted] agreed to our cancellation, refund, and exchange policies. Please see these signed policies attached. Mr [redacted] received delivery of his dining set on May 27th, 2015, and signed stating the merchandise was received in good condition and had no damages. Please see the signature for delivery attached as well. Mr. [redacted] first contacted us on June 15th, 2015, stating the table was defective. When I asked for a description of defect, he stated there were "marks" on the table where the "joints" were. Based on this description, we could not accurately determine what was wrong with the table. When we asked for a picture of the damages, Mr. [redacted] said he wanted to return his merchandise. When I asked why he wanted to return the table, Mr. [redacted] said it was because he did not want a table with these marks. I told Mr. [redacted] that I can easily open a claim. In addition, I told the customer that these tables are in stock, therefore, as soon as we receive confirmation that the claim is approved, I can get a new table to him right away. Mr. [redacted] said he did not want to send pictures or open a claim because he did not want to pay for this purchase at all. I asked if there was an issue with the chairs, and he said no. Since there is no issue with the chairs that Mr. [redacted] wants to return, and since he wants to return the table without opening a claim, I referred him to his original sales receipt. This sales receipt states that Mega Furniture has a restocking charge of 40% the purchase price for all approved customer initiated returns. I also offered Mr. [redacted] a free technician appointment to repair the "marks". Mr. [redacted] declined all offers. Our cancellation and return policy is clearly stated in legible ink above all signatures at the time of purchase. We desire this full disclosure to give our customers an opportunity to not purchase if our terms and conditions are not right for their furniture needs. At the end of my conversation with Mr. [redacted], Mr. [redacted] agreed to the restocking charge on his merchandise, and to return the table without opening a claim on damages. In an effort to give Mr. [redacted] the largest refund possible, I am refunding his full amount paid for is GBS protection plan, since it is unused, and only restocking the physical merchandise. I informed Mr. [redacted] what this charge was $839.70. Mr. [redacted] asked for us to pick up the merchandise on June 19th, 2015. I called Mr, [redacted] back and informed him that we can schedule the pick up after the restocking charge has been paid, and then we can cancel his leasing contract, and resolve his wish to return the merchandise. Mr. [redacted] acknowledged hat this date will not be scheduled. Mega Furniture stands behind our product. We are willing to uphold all manufacture warranties, including Mr. [redacted]'s purchase. As stated above our customer's signature, we do not take back merchandise that has been used, without manufacturer approval. If Mr. [redacted] would like his merchandise to be without "marks", we are willing to open a claim to repair within 30 days of date of discovery. If furniture is not repairable, Mega Furniture guarantees a replacement, or in store credit to pick out a different Table. This decision is up to Mr. [redacted]. Please contact me if you have any farther questions. Thank you,[redacted]Customer Relationship ManagerMega Furniture LLC###-###-####

I bought a mattress on Friday that I was told I could pick up from the store on Saturday. I went to the store on Saturday and was told that the mattress was on back order and would be in Wednesday. I told the manager that the salesman told me it was in stock, and that I wanted a refund, I needed the mattress now. The manager proceeded very rudely to tell me that I signed the contract where it stated there were no refunds, and that back-orders could take 3-8 weeks. The manager called the salesman up front and said he shouldn't have told me it was stock. Salesman ([redacted]) responded that he had spoken with someone who said it was in stock. [redacted] assured me he would personally deliver the mattress on Wednesday. I called the store Wednesday, receptionist stated it wasn't in yet, and that she would have [redacted] call me. As of Thursday morning, no call from [redacted], so I called him and he said he would be in the store in the afternoon and call me. Still no call. I don't expect this to be resolved anytime soon. I would never purchase anything from this store again.

Review: Bought 2 dresser drawers, picked up the next day and brought home and the 1st one we brought inside fell apart, so we brought right back to the store,within 2 hours of pick up, and manager said there are no refunds and that it is to bad and that what did I expect for 199.00 . And that it came packaged from manufacture, that is not the case as 1 was and the other was wrapped in stretch wrap from them as it was on the floor. There should still be some accountability being as the product fell apart and was only held together with wood staples and not my fault that they are falling apart. This is not good for consumers.Desired Settlement: I would like for store to do right thing and give refund for the product that they are selling that is defective.

Business

Response:

Good Evening!

These items were purchased off of the showroom floor and picked up in good condition. When customer brought merchandise back to store, store Manager noticed it was due to mishandling (Dropped while unloading at customer house). We contacted customer and agreed upon a restocking fee of 40% on purchase price and refunded difference to customer. Customer agreed to the refund and this issue has been resolved. We apologize for any inconvenience.

Thank you very much

Regards,

Management Team,

Mega Furniture

Review: My mother, [redacted], purchased a leather couch, with a five year warranty, as a gift to my wife and I for $1,1433.00 on 11-26-2011. As of 4-18-2015, within the five year warranty period, the leather is deteriorating throughout the surface of the couch. My mother passed away on 12-24-2014, but she did purchase the couch and the warranty and I, [redacted], am her designated Financial Power of Attorney and the Executor of her Living Trust. When my wife went into Mesa Mega Furniture on Friday, April 17th, as they do not answer their phones, to discuss the matter with them, she was placed on the phone with [redacted], from [redacted], ###-###-####, whom we were told handles warranty issues for Mesa Mega Furniture's products. [redacted] informed my wife that though her records indicate that my mother did purchase the warranty on the couch, that a clerical error was made and Mesa Mega Furniture failed to file the warranty properly and therefore the warranty can not be honored. [redacted] further informed my wife that if I could provide documentation, that I am my mother's Power of Attorney, they would refund the $100.00 my mom paid for the warranty. It is not our fault that a clerical error was made by employees of Mesa Mega Furniture and that they failed to process our warranty correctly. We would appreciate your assistance in persuading Mesa Mega Furniture to honor the purchased warranty and replace the couch. We posses the necessary documentation to prove the warranty was purchase, that the warranty period is still in force, and that my I am my mother's designated Financial Power of Attorney and Executor of her Living Trust. Thank you!Desired Settlement: My mother purchased the leather couch from Mesa Mega Furniture and the five year warranty for the couch. It is not our responsibility to file the warranty correctly and indeed we never in a position to have anything to do with filing the warranty correctly. They never informed us that the warranty we are selling you only will be honored if we decide to file it correctly. The leather is deteriorating throughout the surface of the couch and we would like the couch replaced.

Business

Response:

To whom this may concern/Revdex.com,Customer [redacted] (originally listed as their mother) came and visited our Mesa location on November 26th, 2011, and purchased the aforementioned furniture. Customer received merchandise in good condition, and signed agreeing. One of the items purchased was a 5 year accidental protection plan against accidental damages. This customer's children called our store on 4/17/2015 and said they called [redacted], and there was a problem with their warranty. After investigating, Mega Furniture recognizes and sincerely apologizes that this customer's 5 year extended warranty was accidentally registered incorrectly, and therefor, was not registered. Customer asked about us taking care of her issue, and I agreed we would absolutely do that to the best of our ability. While I spoke to the customer I looked on the manufacturer web page to see how much replacement fabric I could purchase to reupholster her merchandise. However, due to the quantity available by the manufacturer (outside of Mega Furniture control), I informed the customer not enough fabric was available. Customer asked what else we could do, and I offered to refund the monies paid for the [redacted] warranty. This customer's family member said she would be speaking her her husband, and then contact me back by the end of the weekend. After receiving this complaint three days later, I realize the resolutions offered were not to the customer's satisfaction. I contacted Mr. [redacted] on 4/20/2015, and conversed with him over his fabric, and said I would be contacting him shortly with more details about how to rectify the situation. Later that day, I contacted customer's phone number ending in [redacted] and left messages to please call back. I also called [redacted] again on April 26th and did not reach a customer. I finally reached Mrs. [redacted] today, May 1st, 2015, and she stated she is not handling this issue, only her husband is, and she would try to pass on a message, however, she doesn't know when she can because both customers are very busy. I informed Mrs. [redacted] that Mega Furniture is willing to upholsterer as much as possible with the fabric available to us, and definitely take care of the worst areas. In addition, Mega Furniture is willing to refund $200.00 (twice the cost of the [redacted] protection plan) to help rectify the situation. Mrs. [redacted] sad she would pass on the message, but didn't know when they would call back. As of now, we have done everything in or power to communicate with Mr. and Mrs. [redacted], and assume this resolution will rectify the situation; considering both customers have not informed us otherwise, and have not communicated with us in opposition. Mega Furniture is waiting to hear from Mr. and Mrs. [redacted] to schedule a technician appointment for reupholstering their merchandise and submitting the refund. Please contact me if you have any farther questions. [redacted]Mega Furniture LLC###-###-####

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, to my knowledge, [redacted] called me the first time two weeks ago to request pictures of our couches condition, which I sent the same day. The next call or voice mail I received on my phone was today, the same day as the complaint response that I am answering now. Our couch is a couch my mom paid approximately $1,400.00 for and it it is already in a state of deterioration across the entire surface area of the couch. Not only is it an embarrassment to us, family, and friends who see it, it won't be long until it is unusable as a unit of furniture. The warranty was paid for! Mega Furniture needs to accept responsibility for their employees failure to process it properly. Our responsibility was to pay the $100.00 for the warranty, which we did. Their responsibility was to process it properly, honor it on our defective couch, and abandon the "awe shucks, sorry, just one of those crazy mistakes we made attitude!" The couch needs to be replaced. The shortage of fabric to repair it to completion is again, not our responsibility or our problem. I am not going to consent to partial repair and a $200.00 refund for a warranty that was purchased in the event of exactly what we are experiencing right now, fully aware I will be paying to replace this defective couch in the very near future. Mega Furniture is obviously attempting to shirk their warranty responsibility, even after admitting it was their mistake, and get out of this situation at the lowest cost to themselves possible. Nice! I wonder if that is the type of product performance, customer service and satisfaction that they are promoting to their new customers right now in 2015. Somehow, I don't think so. I'll wager it is something more along the lines of, buy from us and we will back you 100%! Hmmm...???Thanks,[redacted]

Regards,

Business

Response:

To Whom it may concern,I Have taken the information given, and reviewed our stance on this customer. I reached out to [redacted] protection plan and asked about their procedure for taking care of their customers. I then spoke to the customer, who requested we follow the warranty policy since that is what was paid for. Therefor, Mega Furniture has offered Mr. and Mrs. [redacted] and in store credit for $1100 to reselect a completely different sectional, and complete their warranty. Mr. [redacted] has expressed that he is pleased with this compromise, and will be discussing this with his wife in the next few days. At this point, Mega Furniture believes we have reached a comfortable compromise, and look forward to getting new merchandise in Mr. [redacted]'s home. best Regards,[redacted]Customer Relationship Manager###-###-####

Review: Love seat paid in full was defective scratch was never repaired as agreed and the left side padding wasn't put together properly. Warranty has not been honored, Mega Furniture has not been cooperative since May 2014 trying to communicate with the manager we are unable to get anyone to deal with us with our complaint only the front desk will take a message and still no return feedback, I have to make another call to see why know one has gotten back to me. I have yet to get my love seat repaired.Desired Settlement: I want entire Love seat replaced.

Business

Response:

To Whom It May Concern:We had a technician scheduled to go out to this customer's home on Thursday between 3 and 7 but unfortunately the customer was unavailable due to personal reasons. We will get the technician scheduled to go out to the area the customer lives again sometime next week. The customer will receive a call 2 days prior to the appointment to confirm someone will be home to receive the technician appointment.For any further questions or concerns, please contact me directly.Thank you,

[redacted]CS ManagerMega Furniture

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. I [redacted] will ONLY consider the Business resolution after meeting with someone first.Regards,[redacted]

Review: On Feb. 9, 2011, we bought two loveseats from MEGA [redacted]. We still have the receipt for $1,837.87 total. I have spoken to the store manager, [redacted] and customer service ([redacted] and they all say that the warranty ran out after one year and that I did not purchase an extended warranty. I have pictures in my I-phone of the upholstery that is cracking. We have been gone for several months, and do not even use this furniture very much, so wear-and-tear is not the issue. We believe we should have been able to use this furniture longer than four years before having to replace them.Desired Settlement: We would like MEGA Furniture to come pick up these loveseats and dispose of them without charge to us.

Business

Response:

To Whom it may concern,[redacted] purchased from our Mega Furniture [redacted] location on February 3rd, 2011, and received her delivery on February 9th, 2011. [redacted] purchased the "AC PACIFIC Bruno" Sofa And Love seat Collection in white. The manufacturer of this merchandise comes with a one year warranty on fabric defects. As with all companies, wear and tear over the course of several years is not covered under warranty. Please see attached copy of warranty provided by the manufacturer of the merchandise. If [redacted] is interested in having her merchandise picked up at no charge and discarded, there is a wonderful program called Habitat for Humanity. They pick up furniture at no cost and recycle to families in need. This is a program Mega Furniture uses, and will fit the need [redacted] is looking for perfectly. Please visit this link, [redacted]If you have any farther questions, please contact me directly. Thank you,[redacted]

Review: I purchase a matress set and a bedroom set on September 10, 2013, Sales person first did mention that the matresses where included then when I went back to the furniture Another sales person said they were not included so I had to change my order to a different product in order to get the matress for the price that I sign the Financial agreement for on the prev day. Sales person was not to helpfull becuase I told him that the prev person mention to me that my prev order included the matresses and than he said he can give another product with the matresses but that the balance would be the same because he could not change the financial contract amount anymore, I picked another product and they made me go pick up the itmes at the warehouse becuase the sale person cancel the deliver . Three months later I called them to their warehouse to report that the qulity of the bedset was really bad and the cabinets where falling apart and the person that answer the phone did not do anything about it she said that the manufacture does not provide any warranty on the product, I told her that I did not purchase the items directly to the manufacture and that the sales person never mention to me that the furnuture didnt have warranty. I called again maybe 2 months later and again and again . We have called about 5-6 times already and we get the same respond. Last time I called I was told that I didnt have any warranty because it was over a year already and that was on 09.13.2014. I told the lady that it dosent make any sense her respond because I was calling even before the year. I requested a Supervisor and she never called me back her name is [redacted]. I try to call the warehouse number again and now no one answers my calls. I fell like this company is just avoiding my calls now. I am requesting a full refund on my money for the inconvinance and because since the beginninig the lie to me tellling me that the order included matresses and than they made me change my order for the same price amount for a lower qulity furniture that they never mention that didnt have warranty. No respond back for any of them in this companyDesired Settlement: Full Refund

Business

Response:

To Whom It May Concern:

While it is true the manufacturer of the merchandise this customer purchased does not provide a warranty of any kind, we did request pictures of the concerns, to see if there was anything we could do, on April 30, 2014 and never received any further contact from the customer for at least 30 days so we closed the claim.

The customer called in again on August 11, 2014, again even though the manufacturer provides no warranty the customer service representative requested pictures of the claimed damages to see if there was anything we could do. No further contact was received from the customer and when the warranty expired on September 13, 2014, we closed the claim for no contact for over 30 days and expiration of the manufacturer's warranty.

When I received this complaint, I had a customer service representative contact the customer once again to have her send in photos to see if there was anything we could do. I have attached the photos we have received. As you can see from the photos, these are cosmetic damages and are not manufacturer defect. We do no provide services for cosmetic damages. We only provide services for manufacturer defect while the merchandise is covered by the manufacturer warranty. Unfortunately this manufacturer provides no warranty.

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

Thank you,

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.]

Regards,

Review: On November 3rd, I went to Mega Furniture to purchase a queen bed, mattress and dinette set. The sales representative, whose name was only listed as '[redacted]' on my invoice, was very pleasant showing me many pieces. I ultimately made the decision to purchase the aforementioned items for a total of $1,558.70. Prior to the purchase, however, I informed the rep that I needed assurances that if I purchased the morning of November 15th, the items would be delivered later that evening, namely the bed as I would be without a bed if same day delivery was not a possibility. The rep confirmed several times that the delivery would happen the same day. I paid two deposits of $50 each in addition to an 'Administrative Processing fee' of $42.52 to secure the purchase that day.

Accordingly, yesterday November 15th, I went into the store to pay $1,000 of the agreed amount to assure same day delivery, the rest had been financed. Once I made the payment with the cashier and asked her what time I should expect delivery that day, she looked extremely puzzled and said, 'Let me ask my manager'. The manager, in a very nonchalant manner said 'We never do same day delivery and I don't know why she told you that'. I brought to his attention that considering the reps work on commission, knew exactly why she had done it. I asked if I could get a refund and that I was going to **r [redacted] because their representative had guaranteed same day delivery. He coldly responded, 'We don't do refunds'. I asked if I could have, at very least the bed picked up and the delivery fee waived. He stated he would waive the delivery fee and reluctantly called his wareshouse. He got off the phone and told me that the bed was not readily available and that the best he could do is Wednesday for either delivery or pick up.

He concluded the conversation by saying, 'Hey, it's just furniture'.

I had taken the day off of work to make sure this furniture, per the information I was provided by [redacted], would be delivered as guaranteed. Now, not only am I taking Wednesday off of work, hoping there will be no further delays, but I'm also sleeping on the floor which is aggravating my already sensitive lower back. If I knew that Mega's sales reps did anything to close a sale, I would have gone elsewhere.

Business

Response:

Sir,

Per our conversation on the telephone, I explained unfortunately since the merchandise was not paid in full until the day of the 15th of November, the merchandise was not ordered until that day. We will be receiving the furniture today and we have set delivery for Wednesday, November 20.

We have removed the cocktail table and two end tables from order 88060 and we will combine the two deliveries so there will be only one delivery charge. All the merchandise will be delivered on Wednesday, November 20 as long as the $98.76 balance is paid today to the store. You can call Holly at ###-###-#### to pay this balance and she can email you the necessary receipts.

Our receptionist will be calling tomorrow afternoon to confirm someone will be home for this delivery on Wednesday. On Wednesday morning, I will call you with a 3-4 hour time window of when the drivers will be there and the drivers will call you when they are approximately 30 minutes away.

For verification purposes, please respond to this email and confirm this is what we discussed on the telephone and the delivery date of November 20 is confirmed.

If you have any other questions or concerns, please let me know.

Thank you for your time and have a good day.

Review: On 3/4 I started a purchase with Mega furniture for dining room table and bedroom set. I started making payments to them and got the table by the end of March. When I had received the table, I had noticed that 2 chairs had legs that were not the correct size. I called them in regards to this and within a few weeks someone had come out and tried to fix the chair legs, rather than replace it. It worked as a temporary fix. Then in mid-may I had paid of the balance and received the bedroom set. With this piece of furniture, I had paid for them to deliver it and install. Once this was complete, I had noticed that the bed was not put together properly and that the footboard had a piece coming off already. I called to get this fixed along with the dining room chairs again on May 28th. I have been working with a representative name [redacted] to get this taken care of. It has now been almost 3 months and my furniture and not been replaced or fixed. After my last email to [redacted] and discussing my dissatisfaction and the need to get this taken care of I was advised on Monday, Aug 12th the technician would be by to resolve all issues. Yesterday, no one showed or called to state they were not coming to resolve all of the problems.Desired Settlement: I want a refund for the installation charge of the furniture and the warranty since they warranty company can not service the furniture. I want the furniture fixed, if not I want a full refund for selling faulty products.

Business

Response:

[redacted], my name is [redacted] with mega Furniture it has been brought to my attention that we have an un-resolved issue with the furniture you purchased at Mega Furniture. The last documented issue on our end shows that you would like (2) us furniture [redacted] chairs exchanged and the sandberg [redacted] king headboard needs exchanged. Please contact me via email [redacted] or call the store you purchased from at [redacted]. Your sale # is [redacted] and we can exchange the furniture as soon as Monday 9/23/2013or any day after except Sundays. All notes will be in your sale with Mega furniture. Sorry for any inconvenience and please contact us to resolve any pending issues.

Review: I purchased a motion recliner sofa and loveseat from Mega Furniture on August 30, 2014. It was stated to be delivered on September 6, 2014. I received no calls the day before or the day of; so I called on September 6th to get an update. The manager of the [redacted] store, told me that the set he had in the warehouse was damaged so they sent it back to the manufacturer and ordered a new one that will have to be sent to the warehouse and then scheduled for delivery. The manager said it would be delivered on September 13th. Again, September 12th came around and no call from Mega Furniture; so I called and they told me that they did not have any in the warehouse and they had to “special order” it from the manufacturer and it was still in [redacted]. I asked them if I could cancel the order because of failure to deliver and they told me that because it was a “special order” they would have to bill me a 40% restocking fee on the $2,000 order. The “special order” designation is apparently given to any order as my order was not special order. I asked for the supervisor and went all the way up the chain of command and got the same answer, I can’t cancel the order unless I pay the restocking fee. Since that time, they have called to schedule delivery only to tell me that their records were wrong and they did not have the order in the warehouse to deliver to me, to schedule delivery only to try and deliver the type of sofa/loveseat but with no motion power reclining option (delivery was not accepted), and then scheduled delivery only to call me the next day to tell me again that the manufacturer sent them the sofa/loveseat without the motion power reclining option and they would have to again send the truck back to [redacted] (October 29th). The Mega Furniture representative stated they would have it within the week; yet after a week has passed still no word from Mega Furniture. I have tried to work up my way to the chain of command and even visit the store in person to try and resolve this issue. I would prefer to cancel like I asked in early September.Desired Settlement: I would like to request that they cancel my order as requested in September without the 40% restocking fee, and cancel the [redacted] that they set me up with to purchase the furniture. I would like to walk away from this without an obligation to Mega Furniture and Mega without an obligation to me. It is time to just clear the air and move on.

Business

Response:

To Whom It May Concern:We have received the right merchandise and the customer is scheduled for delivery tomorrow, November 19th.For any further information, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture###-###-####[redacted].[redacted]

Review: bought an ashley coffee table with ottoman, there is a crack in the wood, contacted them, photos was requested and were provided. After many calls, nothing has been done. Paid 300.00 for the table, and bought 2 other pieces or furniture, all the worst furniture I have ever bought and will be lucky if they last a year. And they will not stand behind the table in question. The furniture was bought on aug 5th,2013 but not delivered till 8/31/2013Desired Settlement: stand behind what they sale

Business

Response:

Hello [redacted] from Mega Furniture customer service spoke to customer on 10/12/2013 and offered customer her choice to order a new replacement table for the customer or to re select a new table. Customer is supposed to call back on Monday 10/14/2013 with a response. If the customer does want the same table reordered the table is out of stock until the 1st or 2cd week on november.

Thanks

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Left a mesg for [redacted] at mega furniture on Monday Oct, 14th that a replacement would be acceptable and the wait is fine.

I have received damaged furniture from Mega Furniture and it's been over a month and they still haven't replaced it. I have tried rescheduling with them, I have taken days off of work and still nothing. I haven't received my bedroom set. For the past week they have stated it will be delivered and everyday it never shows up. I call them and they say the warehouse had sent it out but they never deliver. I have friend to contact management and corporate offices and they never take my call.

Review: I purchased a 7 piece sofa sectional from Mega Furniture in [redacted] on 11/11/14. I asked [redacted] the Salesman if this sectional was made of leather and he told me, and my wife, that it was cotton backed leather. The piece that I sat on in the store was firm and I almost did not buy it because of it. The other features seemed to be what we wanted so I signed the paperwork. We also paid a $100 for the 5 year warranty, $100 for delivery, bringing the total to $2044.72. The sectional was delivered on 11/14/14. The delivery people could not get the end section to fit so it was left setting next to the end with a gap there. The pieces did not fit well together and the seating areas were not firm like the display model and I would end up leaning in 40-45 degree angle, left or right, after setting in it. All of the pieces had no support and we would be leaning to one side or the other on each piece of the sofa. The fabric did not feel like leather. The store paper work said no refunds or exchanges so I called the customer service and she asked for pictures. While I was taking pictures of the sectional with my wife setting on the piece to illustrate how she was leaning, without enough support, then the right side of that piece broke and collapsed.I have called and emailed the customer service many times. Their first response was to tell me to sell the sectional to someone else. Second, they said that they would send a tech out but it would cost $45 dollars for each piece each time they had to take it back for repair. They said that there was no refund or exchange and reminded me that I had signed a contract with a 40% restocking fee if they had to take the furniture back.Desired Settlement: The sofa seats that were delivered were not supported like the display in the store. The sectional was not covered in Leather like [redacted] said it was. [redacted] offered store credit to pick out another sectional but I have no faith that what we would pick out would be what comes from their warehouse. The warranty is a joke since it would cost so much for their pickup and delivery fee and would not fix the problem unless they were total rebuilt. There have been 146 complaints with the Revdex.com against Mega Furniture because of their deceptive business practices. Please give me a refund.

Business

Response:

Good Morning, In reference to the story below, this is the list of interactions we have had with this customer. [redacted] purchased a 7 piece sectional made by [redacted] on November 11th, 2014. Delivery took place on November 14th, 2014, and [redacted] signed receiving merchandise in good condition, and made no mention on his documentation regarding issues he saw with his merchandise. We did not hear from [redacted] until the holiday season, on December 22nd, 2015. [redacted] called in to report that one only seat of his 7 piece sectional leaned to the side. He also mentioned that end section of his recliner was not fully assembled, and the consoles didn't seem to have enough padding. Based on these descriptions, we requested photographs to better gauge how to help [redacted] with his purchase. We received photographs from [redacted] and forwarded them to the manufacturer to open a claim.On January 12th we got back in touch with [redacted] and informed him the one seat that was sinking could either be repaired, or replaced, and we can replace the stuffing in the console. This resolution was not satisfactory to [redacted], and he asked what we planned to do about the two items that did not fit together. We did inform [redacted] that our technitians can repair this, however as customer service representatives, we did not have the knowledge to explain how. We attempted to schedule [redacted] with a technitian appointment, but he wanted more information about these items that did not fit together, we we scheduled to call [redacted] back after finding this information out for him. On January 24th, we called, and [redacted] said she was too busy and to call another time. On January 26th, We called [redacted] and discussed the repair the technitian could make to the hardware that holds the sectional pieces together. It was going to be a simple reassembly, and we tried to schedule [redacted] with a technitian appointment, again. This was declined again, and [redacted] was only accepting of a full refund after we picked his merchandise up. I tried explaining to [redacted] that his merchandise is repairable, and as a courtesy we would replace the one seat that is sinking. However, he said the leather is not what the store promised him. [redacted] said his sales associate told him the furniture is leather, and I reitterated to [redacted] that it is a bonded leather. Our customer argued that this sectional was not leather in any way, and I reassured him it was bonded leather, which is a leather blend. This gives the sectional the softnedd of leather, at a much better price than top grain leather. [redacted] said he thought he was buying top grain leather, and I asked him if his sales associate promised him top grain, and he said no. I apologized for any misunderstanding, however, Mega Furniture cannot be responsable for customers who assume bonded leather is 100% leather.[redacted] continued to decline a technitian appointment, and we did not hear from [redacted] again until He submitted a charge back to his credit card in mid Feburary, and I cannot speak regarding this chargeback. On March 4th, 2015, this customer called in and asked to schedule someone to come pick this merchandise up. I reiterated that the pick up is not authorized based on his merchandise being completely repairable, but I would still like to schedule a technician appointment, and an exchange for his one sinking item. [redacted] thain used profanity, and said he would come drive it to us and drop it off. I reminded [redacted] that bringing it to us without a return authorization would constitute a donation. [redacted] became frustrated, and asked what other options he has to get different merchandise in his home. I informed him he has the right to sell or trade his merchandise as he pleases, however we cannot take his merchandise back on our end. [redacted] because frustrated and he ended the phone call. Mega Furniture stands behind our product. The item in this customer's home is the same as what he saw on the showroom at the time of purchase. We delivered the merchandise in good condition and we have continually tried to schedule an exchange and repair for [redacted]. This customer signed agreeing to these policies at the time of purchase, and we have continued to uphold our promise and guarantee to honor the manufacturer warranty. If [redacted] has decided he has buyer's-remorse, we do allow cancellations, based on the signed agreement for a 40% restocking charge. We are still willing to pick [redacted]' merchandise us and refund him the amount $1076.83.I invite [redacted] to please contact us when he wishes to move forward with a technician, or with restocking his merchandise. Please contact me if you have any farther questions. Thank you,[redacted]Customer Relationship ManagerMega Furniture LLC

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.The sectional that was delivered was not the same as the one I sat on in their store. I believe that they built an enhanced, better support and padding, for the show room but deliver a much lower quality product. The seating frame would not break or the chair would not give way so that the person is leaning, setting at a 40-45 angle after such a short time otherwise. The leaning seem to start within 2 weeks of setting on the furniture. The other items that I listed in my email were just and indication to the quality and attention to detail in their manufacturing process.I never used any profanity, unless you consider the word "crap" that I used to describe their products.Every time I asked for a refund they reminded me that I signed a contract, but that goes both ways. They promised a quality product but did not deliver one.I asked Ray, the salesman, "is this material leather?" He replied with "It is cotton backed leather". He never tried to explain the difference between real leather or a bonded leather. Later when I called customer service, one lady told me that it was a vinyl, while another at a different time mentioned bonded leather.I had purchased the extended warranty for $100, but what they do not disclose is that there will be a $45 transportation fee for every time they take a piece back to the warehouse for repair. I had the sectional in my home for two weeks when the seats were leaning and later one completely broke and I was suppose to pay these guys to pick it up and repair it?They delivered an inferior product compared to what was in the showroom. After reviewing the other Revdex.com complaints it occurred to me that they had to resort to the No refund, No exchange, 40% restocking fee in order to badger their customers in to keeping what was delivered. It's the Mega Way.

Regards,

Business

Response:

To whom it may concern, I have already informed Mr. Clonts that the technician charge was discontinued as of February 1st, 2015. Mega Furniture no longer charges for technician appointments that are covered under warranty. I understand Mr. Clonts is upset regarding old policy, however, we have already offered Mr. Clonts his exchange and technician appointments at absolutely no charge to him. The 5 year extended warranty is an accidental protection plan for cosmetic damages. This is through a third party. GBS Protection has confirmed they postal mailed a copy of their coverage to the customer's confirmed address on file. If the customers no longer have it, I can have that postal mailed to them again as soon as they would like. I contacted Mrs. Clonts today, 03/13/2015, to discuss their feelings about the floor model being deceptive. I reassured her we showcase the same merchandise that comes from the manufacturer as what we delivered. Mrs. Clonts denied that they could be the same, because the merchandise in the showroom was comfortable, and well built, and she feels hers is not. I offered to replace Mrs. Clonts' merchandise with the one she said she really liked on the showroom floor, but Mrs. Clonts has declined. I have tried to explain to Mr. and Mrs. Clonts that "vinyl" is a slang term some use for leather blended fabric. When I spoke to Mr. Clonts, I asked if his sales associate ever described this brand as "top grain leather", and Mark said our sales man did not deceive him in this way. Again, Mega furniture is not responsible for customers who make assumptions about our merchandise and do not ask questions regarding the difference between top grains and leather blends. I would still like to replace the damaged pieces for these customers at no charge to them. However, they have declined any exchanges or technician appointments.Please contact me if you have any questions. Kaycee YannuzziCustomer Relationship ManagerMega Furniture L.L.C.

My husband and I purchased a sofa, chair, and ottoman from Mega Furniture about two years ago. The furniture is falling apart and Mega Furniture is not willing to do anything to help us. They work with several different "warranty" companies and coincidently none of the issues we are having are covered by the extended warranty we purchased. When I asked to speak to a supervisor both at the store in Goodyear, AZ and to the woman at customer care I was told they were the highest supervisor available. If I wanted to write a formal complaint about [redacted], the woman at the call center, I would have to email her and she would then forward the email on to their supervisor. The manager at the Goodyear store, [redacted] (I think his last name was [redacted]) first refused to tell us who his boss was and then finally gave us his name and contact information. [redacted] was extremely rude and said he did not care if we complained to his boss. When we purchased the furniture, we were told the extended warranty we purchased would cover ANYTHING for five years. Since having issues with our furniture each person we talk to says our warranty was for anywhere from 90 days, one year, six months, and five years. No two people with this company are on the same page. Since none of the issues we are having with our furniture are covered, the only thing Mega Furniture is willing to do is give us a good deal on a new set. I will never purchase another piece for furniture from any Mega Furniture store and would not recommend them to anyone.