Mega Furniture

The finance company did let you know the promotional terms were under review although we did speak with the financing company and they did confirm with us the promotional terms were months no interestSince it is in the hands of the financing company we cannot look into their systemThey have that information available for you and are able to provide it to youOnce we process the application and the contract, it is out of our handsThere are no refunds, the items were special ordered and were received at the warehouse

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAlthough it was not just the mechanism that delayed things that was only the recent cause for delay It was a multitude of other things that led to this point My couch is fixed but I will never step foot in another MegaFuniture store Regards, [redacted]

We have sent an email to our customer with all the information she required about her set.Dear Mrs [redacted] ,In response to your concerns about the furniture you recently purchased from us I would like to clarify your doubts.The Delandis Sienna Sofa, Love seat and Chair set are 100% originals, they are also made with real leather that is treated, the correct name for the material on your set is "Top grain leather", attached you can find the warranty and care instructions coming directly from Delandis FurnitureI see that you mentioned as well that you have purchased a "year store warranty"; let me put this into the correct wordsThe "extended" warranty you purchased is through a company called Guardian, as stated on your invoiceGuardian plan will cover cosmetic damages on your furniture but it does not apply for any manufacture defectsYou should be receiving (if not that you already have) a welcome letter from Guardian with a package that informs all of the coverage they offerIf you desire I can also provide a copy of the pamphlet that are in our stores that show all of this information for Guardian.About the wrong name on the invoice, I understand that was a concern for youPlease accept my apologies as this was a cashier's typo errorWe have modified the information to the correct one, I also attached a copy of your invoice so you can make sure we have the correct contact information in our system.As you can see, our priority is to take care of our customers and their concerns, I assure you that the furniture you received is exactly what you paid for and that we will be here to answer all of your concerns as well as to help you with any circumstance.Best regards,Julie P [redacted] Customer ServiceMegaFurniture [email protected]###-###-#### Ext***

We have been in contact with the customerIn the first delivery we delivered the items we had in stock which were most of the items on the orderOnce we received the other items we delivered as soon as we could and exchanged damaged items even with our busy schedule due to the holidaysThere is one pending occasional table set which we have not received yetThis item was on a backorder with the manufacture and will deliver once we receive itEverything that was in stock we delivered as soon as we couldWe cannot deliver items we have not received from the manufacture, it is out of our hands

Tell us why here...To whom it may concern, and the Revdex.com,Mrand Mrs [redacted] (to be described as customer [redacted] for Revdex.com anonymity), came and purchased from Mega Furniture on April 25th, At the time of sale, customer [redacted] signed our terms of sale, including, "Seller makes no warranty beyond any written description itimized in this orderSuch disclaimer does not effect manufacture warranty if any"Customer [redacted] was scheduled for deliveryMega Furniture was able to deliver the merchandise after it became available from the manufacturer on May 15th, During delivery, customer signed that merchandise was received in good condition and customer would not claim damages laterCustomer [redacted] first contacted us on September 2nd, Customer explained that the rocker recliner was no longer workingBased on discussions with our technician, the mechanism would need to be replacedThat 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, 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 updateOn September 7th, Mega FUrniture spoke to customer [redacted] againThe manufacturer of the merchandise ( [redacted] Upholstery) had informed us this mechanism could take 2-weeks to ship via ground shippingThe customer became very distraughtAfter 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 quicklyThis 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, 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

In regards to the overcharge, the issue has been resolved from our endThere are two different [redacted] accounts for this customerEach one was supposed to be charged approximately two thousand dollarsOn one account it was charged twice by mistake intending to charge the second transaction on the second account instead of on the same accountFrom our end it has been fixed and each account has a transaction of approximately two thousand dollarsWhat the customer can do is make a complaint with the credit check company she is using stating they have not updated the information from their endThere is nothing else we can do since it has been resolved from our end and with [redacted] ***Regards, [redacted] ***Mega Furniture GM

An [redacted] Representative in Eagle Pass spoke with the customer since we are not able to order a table and exchange to Eagle PassThe [redacted] representative offered the customer an exchange of the table but the customer refused itShe didn't want the merchandise anymoreThe [redacted] representative from Eagle Pass will be setting up a date to pick up the merchandiseOnce the dining table is picked up we can process the refund

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

To whom this may concern,Here at Mega Furniture, we pride ourselves on making a situation right in the best and most generous means possibleMrs [redacted] (to be named as customer [redacted] from here on out), Visited our Mega Furniture Goodyear location on January 30th, 2015, and purchased furniture based on her preferencesCustomer [redacted] received delivery on Feburary 3rd, 2015, and inspected her furniture, and signed that there were no defects or damagesCustomer [redacted] first contacted us three months after delivery on May 19th, 2015, and claimd she had found a red bag with chinese lettering inside of her cushionsWe requested photographs, knowing that [redacted] USA (the manufacturer of her merchandise) is located in Dublin, [redacted] (http://www.kian.ie/index.php?route=information/contact)We received pictures of the red bag on May 21st, 2015, and reached out to the manufacturerThe manufacturer has never noticed anything like this before, but decided to open a claim against the Dublin factory just in caseWe never requested the bag back from the customerOn May 26th, I spoke to customer [redacted] and she expressed that she wanted the rest of her merchandise checked for other bags because she was fearful to inspect herselfOut of good faith, I offered her a techniian to her home, at absolutely no charge, to inspect all of her internal frames for any anomaliesThis technician appointment was confirmed with the customer for June 3rd.In addition, I offered for customer [redacted] to get a courtesy exchange of her chair, even though there was no known defect in the frame or integrityThis was done out of good faith to ease our customer's fear of the red bag in her cushionsAt this time, I mentioned she has the same options she has at the time of purchase, which is to choose between pick up exchange (no charge) and delivery exchange for $Customer [redacted] stated she did not want to pay for delivery, therefor, I offered to discount her exchange to $as another corteousy, but she refusedI never offered customer [redacted] a free chair, as her complaint suggestsI have requested human resources to pull the recording from May 26th, because customer [redacted] has made a very serious accusation against myself, which was never promisedOn May 29th, customer [redacted] brought in the red bag without noticeWhen we received this bag, I contacted our local representative for [redacted] USAHe stated he would be sending someone to pick up this bag to use during their investigation, even though their factory is in [redacted] , not in ***On May 30th, I spoke to customer [redacted] again, and we discussed her wanting a new free chair, and to keep the same chair she already hasI reminded her we were offering the exchange because she mentioned she was "disturbed" by her findingsI mentioned if she is willing to keep the same chair she already has, then a new chair seems obsoleteShe said the new chair would be compensation for her time she has taken to call usTo compensate her time to call, my supervisor Mr [redacted] offered to give customer [redacted] a free exchangeHowever, customer [redacted] has refused to set this up, and is now pushing for a free chair, and to keep her existing chair which has no defect in integrity.On June 1st, I called this customer to confirm her technician appointment for June 3rd, and she verified her address and stop number, and verified we are coming to inspect her frames for any additional anomaliesHowever, during the appointmenton on June 3rd, the customer changed her mind and refused the technicianShe has declined to schedule another day with us at this time, and has decided to keep her merchandise without inspection She had asked for the bag back, but I have handed this bag off to my operation's manager, and it is outside of my handsI understand she is now requesting ths bag back, but we are forwarding it onto the manufacturer, as she requested, to ensure this is investigated and that this never happens againWe sincerely hope Mrs [redacted] understands thisAs of today, customer [redacted] has the option to receive a new chair, in exchange for her current chair, absolutely free of chargeWe have also offered the technician appointment as a corteousy if she is fearful to reach under her cushionsHowever, Customer [redacted] has declined bothMega Furniture has done everything in our power to ease our customer's fears of her furniture, and understand red bags in the cushions are not kosherHowever, Mega Furniture has not offered free merchandise, especially when this would not solve our customer's problem with being fearful of her current chairCustomer [redacted] is wecome to contact me within days of this Revdex.com response to receive a replacement chair, exchanged for her at no costPlease conatct me if you have any farther questionsBest Regards, [redacted] Customer Relationship Manager [redacted]

Good afternoon,Here at Mega Furniture, we strive to provide product that you love at competitive prices, and offering great customer service in times of needMrs [redacted] placed her order on 04/03/2014, and signed her sales receipt acknowledging our refunds, exchange and warranty policyMr*** then received a very prompt delivery on 04/05/Customer signed that she received her delivery in good condition, and was satisfied with her purchase.Mrs [redacted] called us on 01/07/and informed us her pull handle on the left side of her love seat was broken and she needed to have this part replacedWe went over the warranty policy that comes from the manufacturer of her merchandiseWe explained to Mrs [redacted] that pull handles are designed to wear over time, similar to the breaks on a car, and the cost of the handle are made to be affordableWe also explained to Mrs***, that the manufacture does not cover the cost for a technician to come out to her houseThere is a $transportation charge to have the merchandise fixed in the comfort of her homeWe also explained to Mrs***, that she does not have to pay this if she brings the merchandise down to your warehouse to be serviced in -houseIn an effort of good faith, Mega Furniture is willing to offer to replace both pull handles on Mrs***'s love seat (to have both sides be even in wear), with no charge to Mrs [redacted] for these partsTherefor, Mrs [redacted] is welcome to bring the merchandise down to the warehouse for a complete pull handle replacement free of chargeHowever, if Mrs [redacted] would like the technician to come out to her home, there will be a one time transportation charge for this issueWe appreciate Mrs***'s business, and we look forward to resolving any issue Mrs [redacted] hasThank you, [redacted] Customer Relationship ManagerMega Furniture USA [redacted]

Complaint: [redacted] I am rejecting this response because:You're full of liesYou keep making excuses after excusesI worked in a warehouse when I was in the Air Force so I completely understand when things are out of your handHowever, we were not the only ones with this issueIt's been going on for years based on Revdex.com and FB reviews/complaintsYou would think that by now you could have gotten organizedBut that's besides the pointI don't even believe the "authenticity" of our bedroom setNot only did we have to go personally to the store to replace a broken knob, but I noticed that two of the drawers aren't painted all red like the restWhat is going on with your stores???? We earn the money! It's not gifted and all of you abuse your rules about cancelling because you have the audacity of charging for cancellingWhen I say you're the WORST furniture business, I mean it!!! Regards, [redacted] ***

An order was placed for the storage bed drawer gliders/railsThey are going to be shipped straight to the customer's houseIt is taking a little bit longer than we were expecting since those items are a bit delayedIf the customer has trouble installing it she is welcome to contact us to set up a service technician

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

Revdex.com: To whom it may concernI have been in contact with mega furniture and my issue has been resolvedI am satisfied with how Mega furniture finally after many weeks listened to my requestI hope in the future with there costumers they continue to make the costumer satisfiedBest regards, [redacted] ***

Dear Customer,We apologies about the quality of the Furniture that you got Delivered, We were going thru the Delivery report from Yesterday and we got a Confirmation from our Delivery Department was the Delivery was perfect and they have posted the comments that everything was delivered good.Please allow us 24-Hours of time to see what we can do take care of your SituationOne of our team will contact you as soon as possible and we will work out something for you.We appreciate your patience in this matterThanksMEGA FURNITURE

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, These customers purchased merchandise based on their preferences, and signed agreeing to our terms of service and warranty policiesCustomers [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, and then their warranty welcome letter was postmarked for them on January 31st, 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 offeredThis offer for full warranty is valid for daysOur customers [redacted] did not contact Mega Furniture regarding cancellation of their claim, and therefor agreed to the GBS terms of use and coverageMega 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 GBSMega Furniture returned our customer's calls and explained their merchandise came with a manufacturer's warranty of days for some items, and year for the majority of her itemsTherefor, since it is passed her manufacturer warranty periods, we cannot offer service covered under warrantyDuring this conversation, we tried to offer our customers a claim, but it would have an out of pocket cost, due to her warranty being expiredHoweverIf our customers [redacted] would like to have their merchandise repaired, Mega Furniture is willing to work with our customers for an affordable repairHowever, there is no warranty to cover the cost of the repairIf 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

Complaint: [redacted] I am rejecting this response because: I would like to receive the check first before I can move onThe reason for this is because I have been waiting for some action from the store since JulyOnce I have the refund of $which was not the full amount originally agreed upon but what else can I do Regards, [redacted] ***

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 exceteraI 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 creditI 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 issuesShe 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 feeI am unhappy that the company charges a 40% restocking feeI 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 propertyI sent them pictures of the couch descriptions and everything that the representative had asked of meOnce 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 elsewhereBut 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]

The check finally came but for the wrong amount I contacted [redacted] regarding this and she's never returned my callI was told in augustAfter the time and work and stress this has caused me I requested a full refund for the amount of the couch

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