Mega Furniture

Review: Furniture order was delivered on 12/12.

I did not receive my entire order and 1 piece of my order arrived broken.

Made 4 attempts to contact the store to get broken item replaced and to get missing item.

Was told by customer service that "they cannot help"

Left voicemail for Customer Service Manager, no response to date.

Was informed that I would only receive my missing item IF the store had enough of the items to complete an order of 6.

Estimated date of missing item was originally 12/21, then pushed to 12/30, and then advised it COULD be even later.

Repair\Replacement item was to be delivered on 12/21, but it never showed.

Was advised any returns would incur a 40% restocking fee, even if return was due to damaged or never received items.Desired Settlement: I would like a full refund of the $3017.00 purchase price.

Mega Furniture can pickup what was delivered and provide a full refund w\out any restocking fee's.

Business

Response:

To whom it may concern, and the Revdex.com;Mrs. [redacted] (customer [redacted]) visited our Mega Furniture Mesa store on November 20th, 2015, and purchased merchandise based on her preferences. At the time of purchase, our customer signed agreeing to our sales policies. After the purchase was finalized, Mega Furniture takes full responsibility for an unfortunate human error made on her account. One number was accidentally typed wrong, and a chair was ordered, instead of a wedge. At the time of delivery on December 12th, 2015, this mistake was notated, and Mega Furniture immediately placed the order to have her wedge on it's way. Due to this being Mega Furniture's responsibility, Mega Furniture is obviously covering all additional charges for the multiple deliveries. After our customer's initial delivery on December 12th, our customer called in within 48 hours of her delivery to report damage to her MEGA AMY [redacted] Rec Sofa. The one communication that the technician department had with our customer, we did inform her that we would not be able to help because she already set for an exchange. This was not meant to frustrate our customer, but simply done to help her get back to the original department who was taking care of her. This backrest to the MEGA AMY [redacted] Rec Sofa was exchanged on December 23rd, 2015, and our customer signed agreeing the merchandise was delivered without damage and she would not claim damages later. I have reached out to Ashley Furniture, and the MEGA AMY [redacted] Rec Sofa is estimated to be shipped to us on December 31st. This date is just an estimate, and Mega Furniture will continue to be in contact with our customer frequently while we await the merchandise. Please feel free to contact me if you have any additional questions or concerns. Mega Furniture Management[redacted]

Review: Payed up front for furniture, delivered one month later with one part of the couch damaged with holes, and the other side of the couches power recliner broken and inoperable. Also missing a night stand that was ordered and payed for. Tried calling the store and the receptionist refused to let me speak to a manager. The delivery guy got ahold of someone from the warehouse and said new furniture would be here in two weeks. No confirmation of this from the store, just hear say from the delivery man. No one from the store has called me back after multiple attempts and messages.Desired Settlement: The broken and damaged furniture to be replaced and the missing pieces from the order to be delivered.

I went to Mega furniture in Mesa, AZ the salesman told Me I would have to pick up my furniture at their warehouse. it was a layaway. I asked where the warehouse was located and all he would say way it was just a short distance away about 15 min. I also asked what city several times and got the same reply. When I went back to pay off my lay away about 2-3 weeks later, I was given the address of the warehouse, in Phoenix, AZ. I would have never purchased anything from them if I had known I had to go that far for pick up.

Carlos T[redacted] the manager was great to work with. Very patient and knowledgeable. Very positive experience my first time in the store. I will be back to deal with him and his team.

I purchased a couch, loveseat and side chair from the [redacted] store. I had to refuse delivery of the couch because of faulty construction. I would have had to refuse delivery of the loveseat for the same reason but the delivery person was able to take the arm cushion from the couch and repair the loveseat. What I think is most important here is the courtesy I was given from the store manager and delivery people. The store manager promised she would have another couch delivered in 2 days and she did. The couch is fine. I think what is important here is the store willingness to make the situation right quickly,and did so in a very pleasant manner.

Review: I am so frustrated and upset that I am shaking!

Ok, here is my story. My husband and I started looking at furniture on Saturday night, April 5th. I gave my family room furniture to my son as he just moved out into his first place. I have been wanting new furniture, so it worked out well.

We visited the [redacted] at [redacted] first and browsed. We then went to Mega Furniture on Tuesday night, April 8th. We were there for approximately 2 ½ hours. The sales rep, [redacted] kept pushing and pushing us to make a decision and purchase. [redacted] told us about [redacted] financing and they would issue us a minimum of $2,700 in credit, no credit check, 90 days to pay off the balance with no interest. It would be approximately $43.50 for the application fee.

We were looking at a leather sectional and considering it, but we were not sure about. I kept telling [redacted] we will go home and talk about and come back tomorrow. He said why wait for tomorrow. You complete the credit application for only $43.50. If you decide to cancel, you have 3 days to cancel.

After much consideration, I called last night (Thursday, April 10th) to cancel and the office manager [redacted] told me I couldn’t cancel because it is a special order and I wasn’t allowed to cancel. I explained to her that [redacted] told us we could cancel within 3 days. I asked to speak to the store manager and she said I would have to call the warehouse at ###-###-####, press 0 or 203 and not to call until noon.

I called the warehouse this morning at 8:15 and they said I had to go thru the store manager [redacted]. I called [redacted] this morning (Friday, April 11th). [redacted] said his sales rep would never say that because they cannot break contracts and [redacted] knows that. [redacted] argued and argued with me and said there was nothing I could do as the contract cannot be broken. I said I would call the Revdex.com and he said go ahead, there is nothing that can be done.

I called the warehouse again and was given CS Manager and the Sales Manager and told I can send them the email. I was also told that the CS Manager had an emergency and is out.

I feel that they are not only questioning my integrity and sense of honesty, but they are now giving me the run around so that the 3 day timeline expires if there is really such a thing.Desired Settlement: I would like to cancel the furniture purchase.

Business

Response:

To Whom it May Concern:This customer has been contacted by the store where the purchase was made to inform her of the refund approval and [redacted] has been informed to process the refund. If the customer does not receive the refund by the end of next week, please contact the store where the purchase was made on [redacted] and they will contact [redacted] to follow up on the process.For any further questions or information, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture###-###-####[redacted]

Review: My husband and I purchased a recliner, sofa, loveseat and pup table with four chairs and a bench. When we received delivery on Friday, 10/18 the delivery person told us that two chairs were missing and they would redeliver at another time. We had to wait until Monday for two chairs to be delivered and when they were delivered, they had scratches in them and the seats were falling off. It appeared that these were either floor model chairs or used. We have been waiting for almost a week for a call back to reschedule the chairs to be delivered. We have got the run around with everyone we talk with and no one has been honest with us. We need help getting someone to call us back and have the chairs delivered. I have had to take two days off from work to wait for each delivery because they give you an eight hour delivery window. We have not received any paperwork on our warranty/ 5 year protection plan. I feel that we have tried calling everyone @ Mega and no one either answers the calls or gives us some ones voicemail. As of now, no calls back and we are left to wonder if these chairs will ever be delivered. We would also request our $100 delivery charge be refunded for our inconvenience.Desired Settlement: refund delivery deposit of $100 and deliver two new chairs.

Business

Response:

SORRY FOR YOUR INCONVENIENCE YOUR CHAIRS WILL BE DELIVERED ON 10/25 AND MEGA WILL CREDIT YOUR CREDIT CARD $100.

THANKS

Review: [redacted] W. [redacted] LaneSun City West, AZ [redacted]Phone ###-###-####[redacted]@gmail.comJanuary 17, 2014[redacted] Ref: Sales Order # [redacted] / 4/9/2013To Whom It May Concern,My wife & I purchased a 3 piece Living Room set from [redacted] at the Mega Arrowhead store. There were multiple problems we discovered that we needed fixed or replaced so we called [redacted], who then told us to contact warehouse, which we did. Since we were leaving town in a weeks time, we agreed with Mega that we would settle all issues when we returned in the Fall.We had at least 2-3 people come out to our home to appraise the situation. They found problems and said they would order parts. That was the first delay. Finally, the parts arrive and they sent out a serviceman. When we explained and showed him our problems he agreed that the parts were of no use and two pieces, the full couch and recliner should be replaced. He took pictures and sent along a report to Mega.Since that time, we have not been satisfied with Megas service. We first had to wait for them to receive the pictures and report. After approval, we were told, they would submit this to the manufacturer. We then waited and waited for their approval. We were told by representative, [redacted], that even though Mega had a verbal approval they had to wait for the written letter. We are still waiting over 6 weeks later. Megas excuses now are that holiday mail was slowing things down.We have names and dates of when we have talked with them and they truly seemed sincere that they were going to fix things. We dont understand what the problem is.We have subsequently called Revdex.com-AZ by telephone. If we dont have any results soon, a letter of complaint will be filed and sent to you and the AZ Attorney General.Sincerely,[redacted]. In addition to the above, we purchased a 5-Year Protection Plan. I am of the opinion that Mega Furniture does not live up to their agreements.I say, in all humility, that they do not fulfill replacement in the next few weeks, severe action should be taken against them.CC; Revdex.com-AZDesired Settlement: a.s.a.p.

Business

Response:

Mr and Mrs [redacted],

I apologize for the inconveniences you have experienced while waiting for our customer service department to take care of your pending issues. I have attempted to reach you via telephone and I have not be able to reach you. We would like to schedule to pick up your sofa and chair. We would then need 7 business days to complete these repairs and have the merchandise back to your home.

Please let me know what day would work for this pick up and I will get it scheduled. Should you have any further questions or concerns, please do not hesitate to contact me directly.

Thank you,

CS Manager

Mega Furniture

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

Business

Response:

Sir,

I apologize for not getting to you sooner. The only thing I can offer you is a $699 in store credit to go into the store to re-select the sofa and the chair as the set is discontinued by the manufacturer and I cannot get the replacement sets.

Please let me know if you have any questions.

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.

Mega Furniture has offered $699.00 against a purchase, in less of a years time, of $2356.90. After stalling many times they had originally told us in October/November that they would replace the defective pieces. This is not acceptable.

Regards,

Business

Response:

To Whom It May Concern:

This customer received an exchange of the sofa and chair in question on April 19th, 2014. There was also a service completed for the love seat which was completed on April 21, 2014. We have received no further complaints on this order.

Mega Furniture considers this claim closed in good condition.

Thank you,

CS Manager

Mega Furniture

Consumer

Response:

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

Regards,

p.s. It just seems sad we had to involve several agencies and it took a year for a simple fix.

Review: I purchased two bed room sets. One was delivered just fine and the other was damaged. The headboard was broken and the foot board is loose. The dresser looks as though it was hit with something. I notified the store and told them I could send photos of the damage, which I did. They also came to my home and took pictures of the damage and said they would call me with the results. There has been no action on their part. I call customer service and they tell me the same thing over and over again; to send photos. I purchase an extended 5 year warranty and the business has yet to register it. I purchased a dinning room set and the chairs are broken as well.Desired Settlement: I would like them to replace the damaged items.

Business

Response:

Firstly Customer has two invoices For bedroom Which bought on March 13th 2011 - Invoice: 25553 – Invoice Date: 3-13-2011 - and Has one invoice for the Dining set – Invoice: [redacted] – Date: 2-28-2013

The customer has registered with the warranty; I have attached a copy for the Customer. And they need to contact with [redacted] Per Invoice the manufacture warranty for the Bedroom has already expired. We cannot do anything for the Bedroom set.

Chairs: Per our notes we have exchange the table leg for the table in the first week of June. And we have no records of the chairs that the customer reported issue with it. As per our policy transportation fee is not covered under the warranty, if the customer can bring the Chairs to our warehouse and we will repair it for the customer, though the delivery fee was paid the transportation is not covered. If the customer has any proof of email, please send it to us we will do the needful.

Please let us know so that we can make necessary arrangement for this customer.

Thanks

Management

Utilizing the Tempe Mega Furniture store to purchase 5 bar stools and a bar top table I found the store experience to be pleasant during the sale, however, that is where it ended. The store informed me that there were only 3 of the 5 chairs I wanted in the warehouse and it would be 2 weeks before the chairs would come from California. I understood this to be a standard for the company and accepted their word in good faith.

I choose to pick up my own furniture at the warehouse on tried to do so on February 1, 2016. Indeed 3 of the 5 chairs were there and had to apparent damage. Each was in an original packing box. The pedestal for the table top also was in an original box and appeared to have no issues.

Now the problem. It took 5 tries for the warehouse worker to bring me the correct table top. Two of the tops were in new boxes and clearly the wrong one. Two were obvious returns and placed in a box labeled with my top but absolutely the wrong top. It took arguing with the warehouse worker for another worker to get involved and show the other worker the table top was the same wrong tops he had already tried to give me. Finally on the 5th try the correct table top was brought out however it was in a very tattered box that had been taped up several times. I had them take the top out of the box and I tried to do everything to ensure it wasn't damaged. The warehouse is dark and unfortunately for me it was cloudy and rainy that day.

While the top was out I noticed neither the top nor the pedestal had any hardware to attached them. The top had no predrilled holes. When I questioned the workers both indicated you only set the top on the base. This made no sense to me and I insisted someone else look at the table. When the 3rd worker arrived he told the other two that the pieces are attached and needed hardware. When found the hardware was incomplete and the warehouse gave me the correct material but it was used. Next asked where the feet were for balancing the table. Again, the worker told me they didn't have feet it just sat on the floor. It took additional arguing before they agreed and returned with used feet.

I should have known better and refused the table top but in my frustration I loaded the table top and drove to the retail store in Tempe to let them know the experience and that I would be returning if there was an issue.

I was able to get the top attached without any instructions, again something in my frustration I gave up on asking for. When I turned the table over I did not at first notice any damage and discarded the tattered box. Unfortunately when I moved the table to bright light I found two scratches and the edge had a crack.

Calling the store I was told by the sales person there was nothing they could do and I would have to try the warehouse manager. I gave up...this experience was horrible. Never during this process did the store manager take any interest in intervening and helping me. Please note he typically was on personal phone calls, relaxing on the store furniture and obviously involved in a personal conversation.

Now keeping in mine I had 2 chairs still to come in the 2 weeks communicated at the sale I called the warehouse at the 2 week mark to ask wether the chairs were ready for pickup. The individual answering the phone checked and told me there were 3 chairs in the warehouse and wanted to physically verify and call me back. Upon her return call I was informed that my chairs would not be in for 2 additional weeks. Furious at this point I asked why 2 of those chairs were not mine. She indicated there was nothing she could do about it and I would have to talk to the retail store. She asked if I wanted to be transferred then sent me to a disconnected phone.

Calling the retail store myself I was informed that there were 3 chairs in the warehouse and they had no idea why 2 of them weren't mine.

Never again will I use Mega Furniture. I would highly recommend that consumers do their homework and note the number of complaints and negative experiences reported here. I only wish I had done so before purchasing from this retailer.

Review: I am writing to express my extreme disappointment in the service I have been provided as a customer of the MEGA furniture [redacted].

The service on the sales and finance floor was what I would classify as acceptable however at times it felt like I was at a used car dealership with my sales person [redacted] running back and forth to the sales manager to see what pricing could be done and if delivery was free or not. This process delayed my purchasing experience by at least 45 minutes in wasted time.

From there I had an initial furniture order of nearly $4,000.

On the initial delivery day the wrong dining room table showed up. I worked with the store to correct this issue but it then forced me to wait around all day for delivery of table a second day.

On that day delivery was scheduled between 3 and 5pm. The guys showed up at 6:30 pm during a dinner party I was sponsoring and had schedule prior. (without a table mind you due to all of the issues)

I was then told to wait for delivery on Tuesday 1/6/2015 for the final piece of this invoice # [redacted].

I waited all day for one nightstand.....

At 3:30pm on 1/6/15 I called the store. When I inquired on a delivery time, I was told to call the delivery warehouse myself. I refused to do this myself as I expect much better service and accountability when I reserve my valuable time to wait on a scheduled delivery and to date had been very patient. The store person then said he would call me back in 15 mins with a response. at 5pm I called the store to again check. I was put on hold for 15 minutes until I hung up at 5:15pm.

Now I still sit here with no clue when or if the delivery will happen today.

My time is valuable in fact it is worth about $120 an hour.Desired Settlement: I am extremely displeased with the service and level of communication that MEGA has given to me. I will take this complaint as far up the corporate ladder as I have to in order to actually see some level of competent service form an organization whom I would assume has a reputation that lives and dies by good service.

Business

Response:

Good Morning, Here at Mega Furniture, we pride ourselves in offering quality product at affordable prices to our values customers. Mr. [redacted] visited out Mega Furniture Arrowhead location on December 28th. Based on the criteria Mr. [redacted] was looking for, we helped him select furniture he would be happy with. Customer signed a purchase receipt, agreeing to our delivery policy, outlining an average 10-14 days for delivery, depending on the stock of the manufacturer. Mr. [redacted] received part of his delivery on January 7th, and the remainder of his merchandise on January 8th. Mr. [redacted] has signed receiving all merchandise in good condition. I have brought this to my attention, and this sales associate has been appropriately reprimanded for her behavior at the time of purchase. We have also done necessary instruction to the representatives responsible for misunderstanding our merchandise in stock. We are constantly improving our information sharing, and we apologize for any and all inconvenience. Please let me know if there are any farther comments or complaints to my direct email [redacted].Thank you for your business Mr. [redacted], and we appreciate your patience,[redacted]Customer Relationship ManagerMega Furniture USA

Got a good deal on a beautiful queen sized bedroom. The sales rep [redacted] was very helpful and didn't push me to buy anything I didn't want. I am a single mother so I needed help with delivery. [redacted] and [redacted] arrived during the prearranged time. They were very helpful with getting the furniture inside the room it needed to go to. Overall my experience with the staff and the quality of the furniture was a good one. looking forward to buying a sofa set in the future. I will make sure to shop again at Megafurniture soon.

Review: On or about 8-25-12 we purchased a sectional sofa and ottoman....order number [redacted] and used interest free financing thru GE. This order number also included the extended warranty for 5 years. We have tears on the ottoman and sofa and when we called the extended warranty company ([redacted]) they stated they have never rec'd any information from the store. Have called the store numerous times only to say someone will call back. One of the last few times I asked for General Manager's email and after 2 attempts I finally rec'd an email that worked. They have not contacted me to this date. I believe we may have been scammed since we paid for an extended warranty and per the extended warranty company there is no paperwork. We would had NEVER purchased a couch without this warranty.Desired Settlement: We would like a complete refund of the sectional couch and ottoman so that we buy another one from a reputable company in the cost of $2156.30. The company may come and pick up the furniture since we no longer need it after we get our refund.

Business

Response:

Ms [redacted],

I apologize for any miscommunication on the part of our company. However, this purchase has been registered with [redacted] (our extended 5 year protection plan). I do apologize as it was missed during the original batch of registration however, this will not affect the coverage of the merchandise purchased. Also, my representative has been in contact with [redacted] about the concerns with the merchandise purchase. She has called as well as emailed with [redacted] on several occasions since these concerns were brought to our attention. At this time, we are waiting on the response from [redacted] to let us know what the claim will cover and what our next step in the process shall be.

Under the circumstances, we are unable to offer you a refund of any kind because we are taking care of the concerns as well as the merchandise. However, I would be more than happy to send a $50 gift certificate to your home for future purchases from our company.

Thank you for your time.

Review: PURCHACED A MATTRESS WITH SATISFACTION GUARENTEE, IT HAS ALREADY BROKEN DOWN & IS SAGGING, CALLED THEIR CUSTUMER SERVICE, & AM GETTIN THE RUN AROUND, THEY SAY IT HAS TO BE INSPECTED FIRST BUT THE WILL NOT CALL FOR APOINT., I KEEP CALLING THEM & THEY TELL ME SOMEONE WILL CALL BUT THEY NEVER DO, CANT SLEEP WELL ONTHE BED!!!Desired Settlement: CASH REFUND

Business

Response:

Sir,

I apologize for any inconvenience you have experienced with our company. Normally our customer service policy concerning mattresses is to send a third party technician to inspect the mattress and inform us of the findings. We originally submitted for this appointment and the company informed us they would not be able to make it to your home before January. After speaking to the manufacturer, we have come to a resolution that I hope works for you.

Considering the mattress you currently have is extremely uncomfortable and is dipping at the sides, I would like to offer you the opportunity to get an exchange of the mattress. If you would like to upgrade your mattress to a softer, more comfortable option, you may do that as well. All that would be required for the upgrade would be the difference in price between the mattress you originally purchased and the mattress you upgrade to.

If this resolution is acceptable to you, please confirm this proposal and I will inform the store right away. I will then contact you via phone and confirm the option you decide on.

Thank you for your time and patience as we work through this process.

Consumer

Response:

We are not satisfied with this product, or their service, & would prefer a full refund, thank you.

Business

Response:

Sir,

I understand you would prefer to receive a full refund. However, it is our company policy after an inspection has been conducted on the mattress or the manufacturer has authorized an exchange/upgrade, there is no refund available.

The two options still stand. We can exchange the mattress for a brand new mattress of the same model or we can upgrade your mattress for the difference in cost. We are willing to minimize the cost of the upgrade if this is the option you decide to go with.

Thank you for your time and consideration.

Review: I purchased a sectional sofa from Mega Furniture on April 2012. The purchased item had a warranty of a year to cover any manufacturer defects.

In January I called the mega furniture customer service about the seams in my sectionals arms that were starting to tear. I proceeded to tell them that this item was not even a year old and was already tearing at the seams and what can be done under the warranty. I was told by their agent [redacted] at the time that it was covered under the warranty and that a repairman would come out to fix it. If he could not repair it then new parts would be ordered.

She had me send her pictures to their email to show the tears in the arms. I sent these on January 24th, 2013, three months before my warranty were to expire.

After she reviewed them, a repairman was sent out to try to repair the seams. He stated that he could not repair the seams because it would tear the material more. He stated that Mega furniture would have to send new parts to replace these ones.

I called [redacted] to tell her what happened and if I would be getting my parts. I told her that I wanted to make sure that this issue were taken care of before the warranty was up in April. She told me that since I had reported it in January it was already in the system and it would be taken care of.

Two months passed by and I tried reaching their customer service phone line. I could not reach anyone and had no choice but to call [redacted] the store manager at the [redacted] location I purchased the item from. He told me that he would try to contact the customer service again for me and that I should here back from them in the next 48 hours. Two days passed by and I heard nothing.

I called back in July to the customer service and still could not reach anyone . I called [redacted] agaian and told him what was going on with the parts and that tears were getting worse on the sectional. He told me that an agent had tried to call me on June 17th and could not leave me a voicemail. I told him that how is it possible that she is the only person who could not leave me a message when several people always leave me messages.

He also stated that the parts were ordered on April 5th but he could give me a clear answer to as why I had not received them. He told me that someone would call me within the week to get the issue solved.

On July 22 I received a call from [redacted], a Mega Furniture representative. She stated that my warranty had expired and that I no longer could get the parts. I told her how could that be since I had been trying to solve this issue since January. I also told her that I tried several attempts to contact someone, but had no success. She stated that the whole team that dealt with my issue had been replaced and she had been there for four weeks. She asked that I take photos of the sectional again to see if they could do anything about it. This made me very upset because I have been trying to get the issue solved for over six months. I told her that I would send her the photos and the forward her the emails from January. I also stated that I would be taking this issue to consumer affairs because I find it completely wrong that a business takes their customers money and doesnt follow through with the warranty the customer was guranteed.

I told her that this issue had to be resolved because it was ridiculous that a customer has to go through so much to get a issue solved.

She then proceeded to lie to me stating that [redacted] had called me to tell me my warranty was expired. I told her how was it possible when I have a record that [redacted] had stated that [redacted] tried to contact me and could not leave a voicemail. This is when [redacted] said that she would look at the notes on her computer and did verify that [redacted] actually had not spoken to me. I was so dumbfounded to hear her lying to me over the phone. I asked to speak to her manager, [redacted], but she stated that he was not in at the moment.

I asked her what happened to my parts that were ordered on April 5th, 2013, and she stated that she was not sure but that they could have been misplaced. I asked her how can some parts just disappear and she could not answer the question.

I told her I would send the pictures to her and to make sure that she had [redacted] call me. I sent the photos with the statements of all the incidents that have happened over the months and I let them know that I would be keeping records of everything to present to consumer affairs because the way they are handling the situation is not good business ethics.

I still have not had my parts replaced and I am very frustrated about the way Mega Furniture is handling the situation.Desired Settlement: I want my part to be replaced and an apology from Mega Furniture about all the time I have spent trying to get this solved.

It is not right how they treat customers, and this should be solved

Business

Response:

Hi Goodafternoon!

We are sorry for the inconvenience that our customer has to go through. We spoke to the manufacturer and they mentioned that they don't make this particular set anymore as it has been discontinued. We called customer today and offered $995 in store credit, and have them re-select it to something else. They just have to go to the location and re-select something else for the equal value, if they go higher in value than they have to pay the difference. As soon as they re-select we will schedule the exchange accordingly. Customer has been contacted and notified about it.

Customer service is our priority, we hope our customer is satisfied with it. We appreciate the business.

Thank you very much

Regards,

Management Team

Mega Furniture

Consumer

Response:

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

Hello Lindsay,

I am at work so I could not answer your call. But I am still waiting on Mega Furniture tp respond on the delivery fee they are trying to charge me. I would like to switch my sectional for one at the store, but the customer service rep said I had to pay the $100 delivery fee to exchange the piece. I don't think I have to pay for them to exchange the piece when it is part of the warranty.

They stated that my other option was to take the piece to the warehouse, which I do not own a truck to do so. They told me that my sectional was discontinued, and I just want to get the problem solved without any other new issues coming.

Regards,

Business

Response:

To whom this may concern, Mrs.[redacted] has been taken care of by Mega Furniture. The merchandise she has at her home is now a discontinued item and we no longer carry it or have it in stock. Mega Furniture has given Mrs. [redacted] an in store credit of $1,095.00 which includes the delivery fee of $100.00 to cover the cost of any other living-room set she would like to reselect to since we no longer carry her original set. Please contact me if there is any additional information you may need. Thank you and have a great day.

This company should not be in business. We have been lied to over a couch that was not made properly. They would not refund our money. We ordered a couch almost a year ago that was not made right by Richardson. We told them that it was not right and they quote unquote made me a new one that is still not right. The store manager is rude and treats people like dirt. I have many E-mails from the customer service department telling me that they will make it right. Well I still have the 2 couches in my home that are the worst couches that I have ever had in my life I did not know that things could be made so bad. The worst part are the lies from the company from the store manager to the customer service people. They will not even listen to me on the phone as a matter of fact the customer service manager hung up the phone on me. Get this one they told me that they wanted to make it right so I had to pick out a new couch but they would not make me a new one until they picked up the couch that I have in my home so I guess that it's ok that I have no couch to sit on. Now they tell me that the manufacture says there is nothing wrong with it and they will not make me a new one. They promised us a new couch we went in to pick out a new couch that was supposed to be made over a month ago. They would not return any of my phone calls. I got an E-mail that they will not make me a new couch that the promised me that they would. The are not enough negative stars to give this company with the experiences that we have had. This review is for the Raintree store in Scottsdale.

Review: I bought a sectional furniture from this business. It was in very poor quality and had bugs. I called them and they ignored my issue. I have three kids at home which concerned me alot. They Kept ignoring me. I could not get hold of they general manager. Finally they come and pick the furniture up. They did not return the furniture in their given time. They lied me like three time to bring the item back. I don't know what to do?Desired Settlement: Mega Furniture Management is full of unprofessional personnel. They don't want to talk when I call them.

Business

Response:

I apologize for the inconveniences the customer has experienced however when picking up special order merchandise for repair, we do inform customers it can take anywhere from one week to four weeks depending on the extent of the damages. This sectional in question was damaged more than expected and took longer for the manufacturer to repair.We have received the merchandise back and have the customer scheduled for delivery on Saturday, October 18th unless the customer does not confirm or postponed.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS Manager

Review: On March 29th, 2014 we bought a bedroom furniture set from Mega Furniture. It was manufactured by [redacted]. Your Ref # [redacted], ROC # [redacted], dated 03/28/2014. The set consisted of two night stands, one king sized bed, one six drawer chest and one armoire with piano hinged doors. All the furniture was in stock except for the armoire and was delivered within a week. The armoire needed to be shipped in from [redacted]. It took three weeks to receive the armoire. We are now out a month since purchase. The armoire when examined had one door which was constricted by its hinge and would not go back against the side of the armoire. We asked for a furniture repair guy to come out and two weeks later he showed up thinking he was going to work on the bed. He could not do anything and left. They sent another furniture repair guy two weeks later. He said he could not do anything and left. We are now at the end of May 2014.I had been calling almost every other day trying to schedule the arrival of the furniture and the repair of the furniture. Since my calls were not being returned, I now 0n 5/29 sent an email to their District Manager [redacted]. He contacted me and said he would look into the problem. A week later I heard back from [redacted] ([redacted] who said they were going to ask for a credit [redacted] and have another armoire shipped. It took two weeks to receive the new armoire. This armoire had the same problem as the first with more blemishes to the finish so we did not accept delivery. On 6/20, I sent an email to ** the District Manager about the aggravation and asked for a 20% ($1,397.19) discount from the entire invoice since this had been going on so long. I have not heard back from him. I talked to [redacted] on 6/27 at their customer service department [redacted]. She explained that she had talked to the engineer of the furniture and that he had designed the furniture so that the hinged doors would not mark the side of the furniture if swung open hard. I countered with that the right hand door swung back and lined up with the side of armoire why wouldnt the left hand door do the same. She asked me what I wanted to do. I said that I wanted 20% ($1,397.19) off the total cost of the furniture since we had been going back and forth for three months. I have not heard from her either. Meanwhile, I had a custom furniture maker look at the armoire and he said that the manufacturer had sized the hinges too small for what they were designed to do. His name is [redacted] of Custom Woodworking. So after the 4th of July, I contacted you guys to see if we could get some leverage in negotiating with Mega Furniture. This whole process should have taken three weeks and now has almost taken four months of missed appointments, 20 or more phone calls, several emails and loads of frustration in dealing with overworked people who could not spend sufficient time to solve this issue in the first month.We are looking to [redacted] to help us. We are now aware of the 60 day limit though we werent until we called you to ask for help. Mega furniture is also aware of that limit and dragged out providing resolution well passed the two month time limit. It took almost a month to get the armoire. It then took another month just to get them to send us two furniture experts where we learned that there was nothing they could do. Then finally, it took another month to admit to a design problem which became our problem.Desired Settlement: Since it took 3 and 1/2 months of my time, I feel we are entitled to a discount. Basically they sold us a piece of furniture with an engineered flaw built into it. We feel that 20% off the bill is justified for the aggravation we went through. The amount of compensation should be $1,397.19.

Business

Response:

August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office [redacted] was provided with moving help services in the amount of $543.95 paid for by U-Haul to cover the delivery and unloading of her U-Boxes.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I purchased 5 barstools and a table on January 31, 2016. Two of my 5 barstools were not in stock and would be available in two weeks. When I got the table top home and put the table together it was damaged. Which no one would help with.

On February12th when I called to find out why my barstools were not in I was told that three were in warehouse but not mine, considering I was told first in line receives the next shipment I was furious and asked for manager. I was told I would have to wait two weeks until my delivery came in. Furious I asked for a manager. Whoever answered the phone tried to show sympathy for the situation and assured me she would expedite the shipment and provide free delivery for both the bar stools and a replacement table top. She would followup in a week on February 19th and update me. It is now two more weeks since my last complaint and I have nothing nor have I heard from this company.Desired Settlement: If Mega Furniture cannot deliver on my product already purchased and paid for in the timeframe they committed to I want the product I have accepted as returned with no 40% "restock" fee and my full purchase price refunded.

Business

Response:

To whom it may concern and the Revdex.com, Mega Furniture cannot apologize enough for the lack of communication that we have had with this customer. This customer has been informed of the miscommunication regarding the three barstools that were in stock, but "not for him". This was due to those barstools being repaired because they came from the manufacturer damaged. Mega Furniture is very apologetic for not explaining this to our customer sooner. I have been in contact with this customer on a semi-daily basis and am currently working with him to replace the table top in his home, or repair his current one for an additional discount on the price he has paid. We look forward to following his lead on the options available, and taking care of this issue. Please feel free to contact me if you have any questions or concerns, Mega Furniture Management

Review: Mega Furniture failed to deliver the furniture order by the contract day and the buyer asked the store to cancel the order. [redacted] the store manager refused to cancel the order and the delivery crew has been calling daily trying to deliver the furniture. Jason is using the delivery staff as a tool for telephone harrassment. I have spoken with the Customer Service Manager [redacted] at ###-###-#### and she is advising she will speak to the staff about the telephone harrassment but can not cancel the order.Desired Settlement: Cancel the Order due to failure to meet the guidelines of the contract. Failure to deliver in a timely mannder. [redacted] the store manager lied about having the furniture in stock and refused to provide contact information for his supervisor when a settlement could not be met between us)

Business

Response:

Ma'am,

I apologize for the delay in my response, however I do believe I have come to a resolution for this situation. During the time of this complaint, there was a charge back lodged from [redacted]. We received a response yesterday stating this charge back was reversed. After our telephone conversation and some investigation into the situation, I would like to offer you a full refund in the amount of $1,920.74 on the [redacted] card the purchase was made with. I have informed the store not to contact you unless the contact is initiated by yourself. If you would rather myself contact you and then transfer you to the store, that is definitely an option as well. Please contact me if you have any questions or concerns. The phone number to reach me directly at ###-###-####.

Thank you for your patience and I sincerely appreciate the opportunity to assist you during this time.

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,