Mega Furniture

Review: I purchased a warranty for multiple pieces of furniture based on certain guarantees from Mega Furniture and multiple sales representatives. Upon having multiple issues with multiple pieces of furniture I contacted nega Furniture only to get the run around. I was then told my warranty coverage is now through a third party provider in which does not seem to cover anything as stated. They state certain things are covered only to then contridict those said warrantied issues to list also under exclusions. I spent over $3000. On furniture, including $500 for a warranty only to have no type of coverage. Upon purchase and delivery my home was damaged, my furniture was damaged and now having issues with damages such as frame seperation, seems unraveling, cracking and peeling all over leather, that has only been found not to be real leather as stated. I need some help, please!Desired Settlement: I desire to have my furniture repaired and/or replaced.

Business

Response:

To whom it may concern, and the Revdex.com, Mrs. [redacted] visited our Mega Furniture Tempe location on March 4th, 2013 and purchased a selection of merchandise based on her preferences. Part of this purchase included the GBS accidental protection plan purchased for $150.00. I have included the customer's original receipt showing her purchase amount was $150.00 for her protection.After receiving this complaint, I have contacted GBS and discovered her issues with her furniture may be in part covered by her warranty with Ashley Furniture. I have attempted to call Mrs. [redacted] today, March 4th, 2016, and left a voicemail for her to contact us back and see if her issues can be covered by her manufacturer's warranty. We look forward to hearing back from her in the near future. Please feel free to contact me if you have any additional questions or concerns. Best Regards, Mega Furniture Management

On April 6, 2013 we entered Mega Furniture to purchase furniture for our brand new home. We found what we were looking for. We purchased a sofa/loveseat set: tv stand: 2 recliners: dining set: 2 bedroom sets: 3 sets of mattresses. The sales associate and manager were high fiving each other. Right then we should have known this was not going to be a good experience. We explained to them that we were having a new home built and it would not be ready until the 3rd week of May and could they accommodate us with this purchase now and deliver it when we needed. They were on board with us. We stayed in touch with our sales associate throughout the month of April and beginning of May updating him on when we should close on our new house. We gave the date of May 22nd was suppose to be our close date so lets schedule delivery for May 24th, 2013. He supposedly took care of it. Not, The Mega Furniture warehouse contacted us on 3 different occasions in May to deliver our furniture to a house that was not even closed on yet without approval to do so. I contacted our sales associate again during these 3 scheduled delivery times and he still couldn't take care of it. Needless to say our brand new furniture was loaded into a delivery truck 3 times before our actual scheduled delivery on May 24th, 2013 which was delivery #4. On the actual day of delivery we noticed numerous discrepancies and quite a bit of damage to our new furniture. We contacted the manager at the store we purchased all furniture and gave him the list of damages. He kept me on the line and contacted the warehouse with our complaints. They refused to take back all the damaged furniture we purchased brand new. They stated they would send someone out to fix the problems we had. This was very unacceptable to us. We purchased brand new undamaged furniture but was told we had to accept what was delivered and that on Tuesday, May 28th, 2013 someone would come out and fix the problems. We never heard from them again. We have tried contacting them on numerous occasions, on a daily basis, and all we get is an answering machine, so we have left full descriptions of what they promised to do for us and they never contacted us back. Its now June 12th, 2013 and we still have not heard anything, not a word back and we have damaged furniture still not dealt with. We are very upset with the fact we gave them so much business and sales and we did not receive the same respect back. We will never purchase anything from them again. Beware of this place, they say one thing and do another. They don't honor good business ethnics or quality furniture. They don't honor their warranties as well.

Review: I purchased a loft twin bed and after finishing paying off my kids bed the bottom roll away bed fell apart, the wood split and the screws fell out. I spoke with a customer service rep on 8/11/14 and the told me to take pictures and send it in and they would contact the manufacturer to replace it or they would send someone out to fix it. I called on 8/20/14 for an update and spoke with a rep and she said that someone called me and informed me that I was out of warranty on the bed and there was nothing that could be done. I never received a phone call from anyone telling me anything about the bed not being able to fixed. The rep was very rude to me also and she didn't want to give me the managers information. I paid the bed off around the 18th of July and 3 weeks later the bed broke and there telling me that nothing can be done for me. It wasn't a cheap bed and now my son is sleeping on the floor because they refuse to replace it.Desired Settlement: I am looking for them to replace my sons rollaway bed or to come fix it if its fixable. ( the wood is split and im not sure it is possible.)

Business

Response:

To Whom It May Concern:

The customer purchased the merchandise on July 13, 2013 and received delivery on July 18, 2013. The customer contacted Mega Furniture after her one year manufacturer's warranty had expired. Unfortunately we cannot replace or repair the merchandise.

However if the customer would like to purchase a replacement piece, the store manager [redacted] where she originally purchased would be more than happy to assist in working out the best price for the customer.

For any further questions, 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.

Regards,

I am not satisfied with this action. I contacted the store days after my supposed contract was over when they merchandise they sold me fell apart. They sold me merchandise that fell apart and is no longer usable and they are refusing to contact the manufactor and get the problem resolved. This is unacceptable cutomer service. The merchandise I paid for was crap and they need to do something to resolve it. I would never go back to them and pay for another bed after the one they sold me broke.

Business

Response:

To Whom it May Concern:

I acknowledge the customer is not satisfied with the action however, the customer did not contact our customer service department until after the manufacturer's warranty was expired.

The customer has requested in her response for us to contact the manufacturer. I am more than happy to do this however, since the merchandise is over a year old and is out of the manufacturer's warranty, the customer would need to pay for replacement pieces as previously stated.

For any further questions, please contact me directly.

Thank you,

CS Manager

Mega Furniture

Review: I purchased two items from the Megafurniture store. I selected the items and continued the sales process. I paid for the item and then was presented with a form to sign for confirmation of payment. At the bottom of the form, it has a discloser about returns. I addressed this with my sales person ([redacted]) and the women who charged me for the merchandise, both informed me the manager would make sure if I had any problems they would address the issue or I could return the product. I said thank you. I picked up the product from the warehouse and brought the furniture back to my home where I discovered in several places the products were defective.

I gave the merchandise a review and I am not satisfied with the craftsmenship of the product at any level. The store front does not have any signage in any place that states no refunds. The discloser also states a 40% restocking fee on returned products (this wasn't even offered to me). I made two phone calls to the business the first night without a phone call returned.

I called the second day and waited on hold for 8 minutes (cell phone record available) I called the corporate office who could resolve my issue, I called the store for the now fourth time. I received a call back stating the manager couldn't help me (he is off today) (even though I was promised he would call me back the first night). I was told I couldn't get a refund, I was informed I could take the product back to the warehouse and exchange it (I asked a friend to use his truck to pick-up the product I do not own one), even though this was defective product it was my responsibility to find some way to return it. I except the company to do the right thing by the consumer.Desired Settlement: I am extremely unhappy with the product, the customer service and the professionalism of this business. I think it a deceitful business practice to not post signage regarding all sales final. The unprofessionalism shown when asking questions about the return policy and being lied to. I would like a refund and for both the business and I go our seperate ways. The paper work states returns execpted with manager approvals.

Business

Response:

Mr [redacted],

It is my understanding the store where you purchased from has already refunded the amount of your purchase minus the applicable fees.

To my knowledge, this issue has been resolved at the store level.

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

Thank you,

CS Manager

Mega Furniture

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

[redacted].com

Review: 10-11-2013

Dear Revdex.com,

My name is [redacted] and I have been battling with Mega Furniture since July of 2013. I called in July to inquire how to get my table and chair repaired. I was told by [redacted]customer service representative) to email her a picture of the damage. I sent the email with the photos attached. I called three weeks later to speak with [redacted] and was only able to leave a message. I then decided to send my original email again explain how I would like a call back or I was going to be contacting the Revdex.com. My husband received a message on his office voicemail from [redacted] acknowledging our need for repairs to our table and chairs. [redacted] stated a technician would be contacting us to schedule a good time for the repairs. I received no call from the technician so I again sent [redacted] an email inquiring about the technician. I received a call from [redacted] that she was just about to call me and the technician vehicle has been broken down for three weeks; but he would be at my house by Friday. The technician came to my home on a Friday and he could not repair my table but left me a chair that does not match the other chairs. The technician told my husband and myself that we would receive a phone call from [redacted] to set up a time to have new table and chairs delivered to our house. No phone call from [redacted] and when I called her she was just about to call me, again. I explained my frustration to [redacted] and asked to have this problem fixed ASAP and that we have been patient enough. [redacted] said she would talk to her manager about this situation and call me. A couple weeks later my husband receives a call from [redacted] stating they will deliver new table and chairs to our home but we have to pay $75 for them to deliver it. I called to let her know that is unacceptable, Mega Furniture has not been helpful and has not stuck be their word in any way. I have had to call, email, and now I am asking the Revdex.com for help to resolve this matter that has been going on since July 2013.

I have sent the original photos sent to Mega Furniture and the second photos of the mismatched chair left behind by their technician. I have sent Megafurniture numerous emails with photos as per their request but I have not received any response back. Mega Furniture is located at [redacted] with a phone number ###-###-####.

Thank you,

[redacted]i

###-###-####Desired Settlement: I have been told several times I would be called to set up an appointment for delivery of a new table and chairs so I want this company yo do what they said they would do.

Business

Response:

Hello Mega Furniture will be replacing the table (which is in stock at Mega's warehouse) and ordering the stools with the correct stitching color. When we receive the correct stools we will Even exchange at no-charge to the customer.

Thanks

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,

I have not had one phone call or email indicating an expected arrival of my new table and chairs. I believe I have waited long enough and Mega furniture is not very responsible when it comes to communicating with me, the customer!

Business

Response:

Hello,

Exchange of merchandise is scheduled for Monday, November 4th.

Thank you,

Review: Purchased furniture to be delivered and set up. When furniture was delivered it was found to be damaged and set up crew did not complete purchase set up. Store/corporate and customer care wer reached multiple times to resolve issue. Note was made at time of delivery, of noticed damages. Business has failed to comply with replacing damaged furniture. Time period of 3 weeks so far with no resolution. Keep being told someone is going to show up, so I wait to meet them and they no show. So far that has happened about 7 times.Desired Settlement: Have damaged furniture replaced and set up

Business

Response:

Exchange of the damaged headboard and pick up of original mattress is scheduled for 9/26/13. Mega did attempt to exchange the merchandise on 9/24 but the customer missed the delivery. Mega is attempting to exchange the damaged merchandise and should be completed today 9/26/2013.Thanks[redacted]Sales Manager

Consumer

Response:

This is only partially true, they were supposed to deliver (7) times and they either didn’t show, or without warning they showed at unscheduled times. However on 9-26-13 they did show to exchange the headboard and pick up the mattress. After they re-set up the bed, it remains to be wobbly and unsafe. I contacted them to explain my concern with the unstable bed. Their response was all King size beds wobble and are unstable. I am finding their customer service and support to be quite disappointing, with the feeling of no concern to their customers after the sale is final.

Business

Response:

Spoke to customer on 10/9/2013 at 11:45 and she stated that the bed was finally delivered in good condition and there were no other service issues.Thanks[redacted]

Review: We paid in full for a couch at Mega Furniture in Gilber, AZ on 4/28. They told us we should have the couch before mothers day. Estimated delivery date: 5/8. We called the day before to see what time they were coming. They told us the couch would be loaded on 5/22 and would be delivered on 5/22. Jason, manager confirmed the 5/22 delivery date. We called on the 22nd to see when we should expect to see the couch. They told us it would now be delivered on June 4th. We asked for them to refund our money and they said they wouldnt. We have been trying to get in touch with the owner/vp of sales and he wont get back to us. We called today and they told us the couch wont be delivered until June 9th.Desired Settlement: 100% refund

Business

Response:

We apologies for the inconvenience caused to customer, we have placed the order the date customer purchased with us and there was a delay from the Manufacture, as soon as we got the merchandise, we have delivered to the customer on June 7th, We appreciate the patience of our customer. Thank you for the business and we will work towards it and will see to it that it does not get repeated again.

Thanks

All I can say is, extremely disappointed with my experience with Mega Furniture. I've had a very similar experience to Sarah Jones. Please read this before considering buying furniture from them. Terrible business model. By the way, I've found Mega Furniture to be so contradictory that I've provided part of their business strategy for you're entertainment. "As a business strategy we believe in providing instant service to the customer which is a challenging task in the furniture business. We stock all the items that are on the display in the stores and does same day delivery .To facilitate this strategy we moved to the new 80,000 sq. ft. warehouse. This warehouse is greatly helping in the streamline product distribution to the customers and the stores. This facility will strategically position to handle the growth story in the next several years." Well here's a recap of my experience, which I've been greatly disappointed with. I went into their Goodyear location and was greeted by a nice gentleman named Billy and he was very helpful. I wasn't planning on purchasing anything right away, they were just the first stop of many on my search for a nice set of living room furniture. I found something my wife and I liked and we went through a purchased it. I was hoping to have it delivered in the next week (purchased on 1/3/14). I found out it was "expected" to be delivered on 1/18/14. Ok, I guess I have to wait about 2 weeks. Fine. Here's the thing, if you're spending thousands of dollars on furniture and you plan to have that day off to accommodate their vast range of delivery times and NO ONE CALLS YOU TO TELL YOU YOUR FURNITURE IS BACK ORDERED! You might be a little frustrated. Needless to say, without my persistent attitude, I would be still in the dark about my furniture. It's now been 3 weeks and I won't see it for a minimum of 1 more week. LAST TIME I EVER BUY FROM HERE. Watch out Mega Furniture word of mouth is a underrated form of advertising.

Review: I purchased furniture from Mega Furniture last month. I was told that there would be a wait for 2 items. The delivery was scheduled 2 times, I was never called and the delivery never occurred on both occasions. At this point it seems unlikely that I am going to receive these products. I want a refund but when I tried to get one the sales person gave me a hard time and would not refund my items.

To summarize, they charged me for things I never received and won't cancel the order.Desired Settlement: I want a refund for my non-delivered items.

Business

Response:

To whom this may concern,Customer [redacted] visited our Mega Furniture [redacted] location on April 5th, 2015 and purchased furniture based on his preferences. During purchase, customer signed our Refund, Cancellation and Exchange policies (please see attached for Revdex.com review). This customer received delivery on April 4/8/2015 for most of his items, discounting one EASYREST TXLFN- GEL LUX LOW PROFILE. After delivery, Customer called our Customer service support center about the missing item from his order. Unfortunately this item was not in stock. Based on this inconvenience to the customer, we contacted customer [redacted] on April 14th, and refunded the monies back to him to rectify this situation. I reached out to this customer [redacted] again on April 15th, 2015 to make sure his situation was settled, and he agreed he is satisfied with the refund offered. If you have any farther questions, please contact me directly. Best Regards,Kaycee Y[redacted]Customer Relationship Manager Mega Furniture LLC[redacted]

My husband and I made a purchase in the past and the sales person was very pleasant and professional. However, last month we purchased a formal dinning room set and were told that the merchandise will be delivered in 2 weeks, it was delivered 3 weeks later. We were adivsed that the delivery would arrive between 9AM and 4PM, the merchanise was deliverd at 5:30PM. A table leaf was damaged and a chair was not complete, and some of the hardware was missing to the table (the delivery person scambled around to find the missing screws). We immediately took pictures of the damaged leaf and chair and e-mailed to the sales person (the delivery person took the damaged leaf). We were advised that someone will be in contact with us and a technician would come to our home. We received a call 2 weeks later that someone was scheduled to come to our home on Memorial Day. We stayed home on this "holiday" and no one called or arrived. We placed numerous calls to the sales person and after 4 weeks we finally spoke with the store manager. A week later we received a call to advise us that a technician would arrive between 11AM and 1PM, the technician arrived at 3PM (once again, the represenative arrived late). He did arrive with a replacement table leaf but it was the wrong size. It is now 6 weeks later and our merchanise is not complete and we are not able to use our table. The sales person did his job and we appreciate the service he provided to us but the communication between the store and warehouse has not been a pleasant experience, their "customer service" has very little to be desired. We have been very patient but our patience has run out and ready to call the store manager to have someone pick the murchandise.

Review: I Purchased a dining room set with 6 chairs from this store. Within the first week the legs of the chairs started to break and the buttons were coming off. I talked to the manager at the [redacted] location where I bought them and he did exchange them. I had to go back numerous times to exchange them because they were all faulty. I recently contacted the manager again to inform him that I had three chairs that had broken legs again and he said he couldn't exchange them because all he had in his showroom were the ones I brought back. He told me to contact the customer service number which is at the warehouse and to discuss it with them. They told me that they couldn't help me because it was out of warranty. I explained to them that the chairs have always been a problem and even offered to pay the difference to get better chairs. They told me they could not do that.Desired Settlement: I would like at a minimum to exchange the three broken chairs I have or exchange them for a different set and I am more than willing to pay the difference.

Business

Response:

Hello,

The dining set was bought on 21st June 2011,

Dining set has only ONE YEAR Warranty, as customer was stating that she always

had a problem with the chairs since the beginning, but he/she never complained

about this till 6th June 2013, and we already stated the customer

that the warranty has expired Last year June and it is out of our hands.

To help the customer, what we can do is we can offer new

chairs for $79 each, but we cannot guarantee the same finish as of the old

chairs that customer has.

Please let us know if this help.

Thanks

Management

Review: I went to Mega Furniture in [redacted] on [redacted] 2/21/15. I found a sectional and dining room set that was to be financed through [redacted]. Sales rep [redacted] was nice, my contract stated 2/27/15 delivery date. I tried to call Monday 2/23/15 to cancel the entire transaction due to not being happy with the reviews and wanting to go somewhere else, I kept getting a majic jack recording on Monday, finally Tues 2/24 I called [redacted] to let them know I want to cancel the financing and that I have not gotten any furniture yet, they called Mega and spoke w/[redacted] who said policy was 40% restock fee or $540. They are to honor the store's agreement, afterwards I spoke w/[redacted] and told her if I am going to be charged I may as well get the furniture, she said thank you for calling back to apologize and said call back Wed to confirm delivery time. So Wed 2/25 I spoke w/manager [redacted], he put me on hold then assured me that I am all set for Friday 2/27/15 delivery and call back after 10:30 that day. 2/27/15 I called Mega at 10:37am only to find out I am not on the schedule, I was put on hold over 15+ min finally [redacted] says I'm not the manager and the distribution center has no info, but its a managers discretion to cancel contract --which I tried to do on Monday. I called [redacted] corporate and was put on hold over 30+ min (remind you I am at work)..the guy says we can try to get you delivered Monday. I explained I work at a car lot during tax season can not take off on Mon/Fri our busiest days.. he said all managers are in a meeting and he doesn't know what else to do. This company wants me to honor a contract but cant honor their delivery date or answer there phone. I called [redacted], spoke w/[redacted] and explained all this and that I no longer want any dealings with Mega. [redacted] also tried calling Mega several times and kept getting the majic jack recording-he went ahead and escalated the matter on his end and explained they would refund my money once they have record that I did not get any furniture. I called Mega again and spoke w/[redacted] and explained do not deliver anything next week, I do not want to be a customer, she said call back tomorrow, I will take message but it may get lost. I am done and will never do business with this unorganized company.Desired Settlement: I want my money refunded, and to never ever do business with them again. I don't want to be billed 40%. I want an apology.

Business

Response:

To Whom this may concern,We have been in contact with [redacted], and discussed the concerns she has had with Mega Furniture. We have since been able to get [redacted] a rush delivery for the furniture she wants. [redacted] received her merchandise earlier this morning on March 3rd, and signed accepting her delivery, gave us 5/5 stars, and has since posted a positive review of our company!We look forward to working with [redacted] again in the future!Please contact me if you have any farther questions,

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: My husband and I bought a mattress on 1/04/15 the mattress got delivered on 1/07/15 and one to two days later sunk in. Wake up with backache not satisfied with the product. The mattress is Simmons Brantford TT Plush Recharge. There is a 20 year warranty on it. We waited a whole month to have someone inspect the mattress to find out as of now no action is going to take place, meaning Mega furniture is not going to exchange due to its not sufficient sunk in or with a hole.Desired Settlement: We want our money back.

Not satisfied at all with their customer service and product.

Business

Response:

To whom it may concern,To the best of our knowledge, Mrs. [redacted] is not a customer of ours. Based on the information provided, the name we have on file is [redacted]. Mrs. [redacted] visitted our Phoenix Mega Furnture Location on January 4th, 2015 and purchased a multitude of furniture based on her preferences, including the Simmons Brantford TT PLUSH Queen Mattress BR Recharge. Mrs. [redacted] received delivery on January 7th, 2015 and signed that delivery was in good condition, and gave feedback of 5/5 stars. On January 9th, Mrs. [redacted] contacted the store she purchased from, not the customer service department, and complained her mattress was bothering her back and was "sinking" in the center. The store sent customer service an email. We followed up with Mrs. [redacted] and created a service appointment with a third party associated with Simmons named Precise Mattress Inspection. However, the phone number we had for Mrs. [redacted] was incorrect. We spoke to Mrs. [redacted] again on January 28th, and corrected the phone number and created the appointment for inspection. Precise Mattress Inspection (or P.M.I. for short) set Mrs. [redacted] up with an inspection on Feburary 12th, 2015. On Feburary 12th, the inspection took place. Please see attached inspection report. Based on the PLUSH model Mrs. [redacted] puchased, there is a tolerance of impression into the mattress of up to 1.5 inches. Please see document provided by Simmons Manufacturer. Mrs. [redacted]'s impression did not exceed 7/8ths on an inch. We contacted Mrs. [redacted] and informed her that this mattress impression is within tollerance for a plush mattress. Mrs. [redacted] also spoke with our store manager at the Phoenix Mega Furniture location. At the time of purchase, all customers are informed that mattresses can cause discomfort while your body adjusts from different alignments while sleeping. This period is from 30-60 days. I have discussed this with Mrs. [redacted], and she is unwilling to wait the appropriate amount of days to allow her body to adjust to a new mattress.At this point, based on the only option Mrs. [redacted] is willing to accept, we will be picking up her mattress on March 4th, 2015, and after that point, we will be refunding Mrs. [redacted] the cost for her mattress and box spring. This will complete our business with Mrs. [redacted]. For any farther questions, please contact myself,Kaycee YannuzziCustomer Relationship ManagerMega Furniture LLC602-688-8900 x [email protected]

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,

This company is awful to work with. They are liars, and they cheat you out of your money. Not to mention that the salesmen are extremely rude and inconsiderate. They think customers are always in the wrong. Just a fair warning. STEER CLEAR!

Review: y husband and I went into Mega Furniture in Tempe, AZ and paid cash for some furniture on February 20,2014.

Every week they promise me my furniture.. To date I have received one piece of my sectional.

Again today when I called I was promised on the 9th it would be delivered, when I went to the store and talk

to [redacted] the Manager last weekend. I was guaranteed it would be delivered Monday April 7th. I have

a work related buisness trip and I leave on the 8th. I stresed this to them that it was imperative that

I had delive[redacted] before the 8th.

I have a voicemail from [redacted] with Mega furniture that assures me the backorders are coming in for

sure April, 3,4 and 5th.

On the receipt there is no refund, exchanges . ALL sales are final.

But it has been almost two months they received my cash and I still have no furniture except

broken promises that every week it will be delivered.

PLEASE CAN YOU HELP US!!

Business

Response:

To Whom it May Concern:I apologize for any inconveniences experienced by Mr and Mrs [redacted], however all of the merchandise with the exception of the living room tables purchased were delivered on April 9th, and were signed for as received in good condition. The tables are on back order from the manufacturer and we are expected to receive them at the end of the month at which time they will be delivered to the customer.Please contact me directly for any further questions or concerns.[redacted]CS ManagerMega Furniture###-###-####[redacted]

Review: I purchased a mattress and box springs set from this store in August 2015. My significant other and I both tested out the beds in the store before making the selection we both liked. The bed we selected was soft with some firmness. When our bed was delivered, we received a very firm bed. I immediately contacted the store and was told they would not do anything for several weeks and that we should allow the bed to break in for atleast 3 weeks. After this time, I contacted the store to say I was still not happy. The store requested that I come in and look at the beds again. I came into the store and laid on the bed that we had picked out. The salesman and manager both verified that the bed I laid on was the same bed we had received. I was instructed to take a picture of the tag on my bed at home and email it to "[email protected]". I did so and never received a response. I have contacted the store's 800 number several times as well as left messages for the Gilbert store manager. I have never received a call back. I wanted to return the bed to the store from the very beginning but was never able to do so. I am still willing to do this, but I would need the full refund that I originally paid for the bed. This amount that I paid for the bed is on my credit card and I have been making payments on it. I am very upset because I have been forced to keep a very expensive product that I rely on every day to get good sleep. I have developed severe headaches and neck pain from sleeping on this firm bed. I am currently being treated for this condition and I just want to be able to purchase another bed that meets my needs. I cannot go out and purchase another bed when I am still making payments on my credit card balance for this bed. I also should not be stuck with a product that was not made right. It is terrible that this company has ignored my requests to return the bed.Desired Settlement: I would like to return the bed to Mega Furniture, as I originally intended to do so from when I first received the bed, and then receive a full refund to my credit card balance. If they have solved the issue with why the bed was not made appropriately like the store model, then I would be willing to try out a replacement bed. If I receive a replacement bed and it is still not like the store model, then I want to return the replacement for a full refund. I do not recall the total purchase price because we bought another piece of furniture at the same time. I would have to find the receipt.

Business

Response:

To Whom it may concern and the Revdex.com, I have reached out to this customer and spoken to her significant other, and was informed the customer sleeps during the day and was advised not to bother her at this time. The Significant other was informed that Mega is submitting her information over to our unbiased third-party inspection company, [redacted] Inspection, and they will be setting her up with an appointment to come inspect her mattress for defects causing her mattress to be uncomfortable and firmer than anticipated. Mega Furniture upholds all manufacturer warranties to the fullest. If this mattress has a defect in manufacturing, Mega Furniture will be replacing at no charge to the customer. However, Simmons does not offer a comfort guarantee. Please feel free to contact me if you have any additional questions or concerns, Mega Furniture Management

Consumer

Response:

I have not been contacted by Mega Furniture to set up an appointment with this third party company. According to by significant other, I should have been contacted within a few days and this did not happen. I am not sure why my significant other was contacted originally either. He did not make the purchase, and his name was not on the account. I am not even sure why Mega Furniture has his number. I can be contacted at ###-###-####. Any further communication needs to be directed to me. I have spoke with my significant other, and he gave my phone number to whomever originally contacted him. I don't know why I was not contacted to set up this appointment. I hope that Mega Furniture will quickly act on this issue, as it is an ongoing concern of mine to have restless and uncomfortable sleep. I do not appreciate waking up with head and neck pain. I hope I do not have to wait long for this appointment to be set up. I am also concerned with how this third party is going to assess the firmness of the mattress in relation to the store model that I selected when making my purchase, but I am willing to take this step if it is necessary.

Business

Response:

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

Review: My grandmother, grandfather and I went to Mega Furniture and Purchased a 7pc dinning room set for 699.99 and 2 extra chairs for 198.00 plus a 5 year protection plan for 100.00. With tax and delivery we paid a total of 1,189.82. We purchased the Set on July 23,2013. The set was then delivered on July 25 2013. After having the set for about 2 months the screws started falling out of the chairs. I called mega Furniture in September and received no returned call. I called them again in October, November with the holidays and my grandmother in the hospital the set slipped my mind. In February of 2014 the varnish on the table started coming off. I called the [redacted] warranty at the end of February. When I spoke to the customer service representative I let them know that the screws have been falling out of my chair and that the table had varnish coming off of the table. They said that they would contact a technician in my area to come and take a look at the table and that they could not do anything about the screws falling out of the chairs. Since it was less than a year old then that would be under the manufacture warranty. I called mega Furniture again in February and left a message and no call back. The first week of march I received a call from a company to come and take a look at the table. On March 5th a gentleman came over and took pictures of the table and said that the table top would either need to be replaced or they would have to replace the entire table. He stated that he would then send the report back to [redacted] and they will let me know what will happen with the table. I called Mega again in march about the chairs. I called the store when I could not get anyone at customer service. The guy that I spoke to at the store told me that they could not help me because they do not deal with that situation and that I need to talk to customer service. I called customer service back and left a message. I still did not receive a call back. On March 30th I called Customer service again and did not reach anyone. I then called the store and told them that If they do not get someone from customer service to call me regarding my chairs I was going to contact the Revdex.com. 2 weeks later in April I received a call from customer service. They told me that there is only 4 of them in the office and that there has been no messages from me or they would have called me back. I then explained to her the problem with the chairs. She then preceded to tell me that I would either have to take all of my chairs and bring them down to the warehouse for them to tighten the screws in the chairs. (If the screws are falling out how can you tighten them). I told them that I am not able to bring the chairs down during their office hours. They then said that if I want someone to come and take a look at the chairs that I would have to pay $49 for them to come out and tighten the screws in the chair. I then told her about the warranty that I have on the table regarding the varnish. She then calls [redacted] and they said that they did not show that a technician came out. I told her that they did and they should have received the report. She also asked me to send her pictures of the chairs with the screws falling out. I sent her the pictures and she stated that she would call me once the report comes in to decided what to do with the chairs. I emailed her the pictures and she replied that she received them. That was on April 8, 2014. Now today on April 15, 2014 I received a call from [redacted] Warranty letting me know that they will be replacing my table and that I would be hearing from the store that I purchased the table from. Customer Service called me and left a message that I will be getting a store credit of $240.00 to purchase a new table. I then asked her that if I was going to come in a purchase the same table because I purchased a set and if it costs more money she told me that I would have to come up with the cash to repurchase my table. I then asked her how can the place a value on the table when my receipt says it was purchased as a lump sum set. She then said that is what [redacted] sent them. I then called [redacted] and they said that the reason why the put a value on the table because that is what Mega sent as a Receipt of my purchase. When then reviewed the two reciepts and noticed that what Mega reported to them is not what they gave me on my receipt. The Customer Service Rep at [redacted] then told me that I had to take this up with Mega Furniture. I called Mega Furniture back and I spoke with a lady and she said that they person [redacted] that I was working with would call me back today. It is now 5:25 and they are closed and I did not get a call back. If needed I do have a copy of both receipts. The one I was given when we Purchased the table and the Receipt that was sent to the [redacted] Warranty.Desired Settlement: The Desired outcome that I would like is to have Mega to honor their warranty and Put me back where I was when I purchased the Dinning Set. If the Warranty is going to replace the table then they need to let them know the price of the table and replace the table. Because of the issue with the screws then they need to replace the entire set since it is still under Manufacturing warranty. I like my dining room set and I want to be able to use it with out being afraid that I am going to possible break the chair because the screws are falling out and the varnish keeps coming off the table. If this can happen they will pick up the Entire set when the new set is delivered with no charge to me.

If this can not be done then I want the full price of my order refunded back to me (1189.82). they will need to come and pick up the entire table set. I don't want to have to pay anything to come and pick it up or have to drop it off any where. I am tired of this company and the hassles. I do not feel that any part of my situation is ethical. It really is bad business. It also almost seems as if it is lawful as well. I feel as if they falsified documentation in their favor so that they could make some money.

Business

Response:

Hello regarding ref #[redacted] on 4/21/2014 we contacted the customer [redacted] and will exchange all 8 chairs and the table on 4/30/2014.

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.

I would like to reopen this complaint. Mega furniture stated that they will replace my table and 8 chairs and deliver them on April 30, 2014. They did not deliver the furniture on that date. I waited until May 1, 2014. At 2:00 pm az time. When I did not hear from anyone about the delivery. I tried to call the customer service love. The local phone number would not ring but it would just hang up. I then tried the toll free number and it would ring and ring and then hang up. I then tried it from another phone. I then tried to call the store that I purchased the set from and the number was busy. I then called another store. They looked up my order and stated that they did not see my order to be delivered until today but they did not see the order on the delivery manifest. The gentleman then stated that he will check into it and have someone call me back. It has now been 24 hours and I have not heard anything from Mega furniture. I am not sure what is going on but I am not comfortable with this company and now I want a full refund for all of this trouble. The lady had said that they also would not extend my warranty for the new tabled delivered. This has really become a hassle and I am really disappointed in the process and customer service. I just want my money back so I can go somewhere else where their products will last.

Regards,

Business

Response:

In regards to the follow up comments on complaint: [redacted], unfortunately at the time the delivery was scheduled to go out to the customer's home our drivers found the merchandise was damaged. While we did try to contact the customer, we were experiencing technical difficulties and we were unable to reach her.

We would like to offer the customer the opportunity to go into our [redacted] location where she purchased to re-select the entire dining table set she purchased. She can do this at any time and speak with [redacted], the store manager who is very eager to help the customer find a dining set she will be pleased with.

Unfortunately, per our company policy there are no refunds so at this time I will not be able to authorize the refund of the customer's purchase.

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 did not end up replacing my entire dining room set as they stated in the last complaint. They gave me a store credit for 898.00 Even though I paid a total of over 1000 dollars including tax and deliver and warranty for the entire set that is a dining room table and 8 chairs. I went into the store and they only had one table that was close to the style of my table and it was much more fancier. They did not have any other table set. So I went to the manger and asked if I could use my store credit to purchase something else since I did not see a table set that could put me back to where I was when I purchased this table set last year. I have been going back and forth with this company for more than 6 months now. I tried calling them last year in September and October when the screws starting falling out of my table and never received a call back. I was told that there are only 4 people in the Customer service office in the corporate office and someone would have called me back. Back to this situation. [redacted] told me yes because the stipulation in the last complaint stated that I could only go to the arrowhead store to try to purchase a new set that they stated in the last complaint they would replace but instead they gave me the 898.00 in store credit which only the manager can take care of and when I told this to the sales rep this he walked away and was not helpful he did not have time for me. After I have put in my purchase and brought my grandmother down to the store I ordered the 3 book cases that I had found. Had them set up to deliver and the tax and the total bill came up to 904.80. I then paid the extra $6.80 in cash. They told me it would take 2-3 weeks for the books cases to be delivered. Last week I got a call from the manger saying that he had bad news. He said that customer service denied my order because I could not use my store credit for tax and shipping. He said he was told that the company is charged tax and that they can not use store credit for this because the government makes the company pay taxes and they can not give taxes back when they do exchanges and returns. My complaint to this was then if this is the case why do all other companies [redacted], [redacted], [redacted], or any department store when you go to return or exchange something they give you the tax back. I felt as if this was a lie and that they are trying to get me to spend more money from me. I can not afford more money to purchase from this store. Now I feel as if I am being retaliated against. They now have even more of my money and I am now worst of than I was when I purchased the table last year. I really don't want to do business with this company any more. I was my full amount back and they can take their product back as well. I am tired of the crappy way I have been dealt with this company. This is horrible customer service and they are trying to get more money out of me than they should. I am also going to call the warranty company and let them know that mega is holding my money hostage and then turned it to store credit and put stipulations on it. Any help would be great. I am tired of working with this [redacted] the Customer Service Manager. She is not truthful and tells you one thing and when I get to the store the story has changed and is something different with stipulations. Any help will be great.

Thanks

Tyhanna Harrison

Review: Our couch that we purchased from mega furniture last year has a defect. We called the extended warranty company who advised us that our furniture is still under manufacturer warranty and we needed to contact mega furniture which I did. I contacted the location where we purchased the furniture in Mesa Arizona, the customer service rep told us we needed to contact the corporate office she gave me a phone number and extension of the people that handle warranty claims I left a message that evening of the warehouse was closed, waited a day no one contacted me back, I called back to three times a day every day for over three weeks the only response I got was when an operator answered the phone told me to take pictures of the defect and to email them to Lily. I did that the email kicked back is an invalid address I called back every day several times leaving several messages on every extension at the corporate office, being very clear that I needed to file a claim under manufacturer warranty I left my name my phone number and my invoice number no one will return my phone calls. I don't know what else to do to get my couch fixed. The wood is broken and it is not usable no one can sit on the couch.Desired Settlement: I would like someone to contact me in regards to getting my couch repaired and or replaced. We spent over $2000 on this furniture set and it didn't even last a year. I want my couch fixed I want my couch replaced I don't care which I need it done.

Business

Response:

To Whom It May Concern:

We have contacted this customer and have scheduled delivery of the new sofa on Tuesday, July 8th per the customer's request.

Thank you,

Jessica

CS Manager

Mega Furniture

(602) 688-8900 x211

[email protected]

Review: I ordered a desk, 2 corner tables and file cabinet on July 10. (Invoice [redacted]). Prior to signing the paperwork I was told 7-10 days for delivery by [redacted] the Salesperson). After I signed the papers and they ran my credit card I was told that it would not be in until the end of the month. I work from home and was not able to wait that long for office furniture since we just moved to the area. I called the next morning and spoke with [redacted] the store manager. He was extremely arrogant, he told me he could not cancel my order since it affected his paycheck and all sales were final on special orders, I told him this was not a special order that they had the product on the show floor and was NEVER informed that it was a special order. Then he told me that he could not cancel my order as it affected his paycheck. I asked to speak with his regional manager and he told me he did not have one, I asked him then the name and number of his boss and he told me he didn’t have one. I told him he didn’t own the store so he obviously had a boss, he told me he was just saving me the run around, didn’t direct me to a customer service number or anything. I had to call another store to get this email and phone number.

So the end of July came and went and no phone call. I called to see where my product was and they said not until August 15. I again called the store and my product is still not here. I called and spoke with the manager asking to cancel my order again. He hung up on me after I repeated what he told me in the first conversation we had. I did file a report with my credit card company since I was billed on my credit card the day after I ordered and still over a month later have not received my product and don’t have a delivery date. All I want is to cancel my order, if you can’t delivery my product within the next couple of days.Desired Settlement: I would like my order cancelled and my credit card refunded

To make a long story short the Scottsdale store sold a dining room set out from under me. It was the floor model so if was drastically reduced. The Phoenix metro store called them (directly in front of me so I know it happened). The Scottsdale store manager said it will be held until I get there by 5:30. ( it is a discontinued item). I arrived at 5:15 and the store manager said he JUST sold it and was never told to hold it. He was blatantly lying right to my face. No one was in the store except employees. It was rush hour on a weekday, the place was a ghost town. I'm guessing he reaped dome financial benefits from this. He was frantically wrapping it in plastic when I arrived. Probably not the managers job. He was told twice, given my name twice including directly before the call ended and he insists he took the call. Blatant lying.