Mega Furniture

Review: Purchased a sectional and stand alone recliner. Three of the sections of the section broke and also the recliner. Talk to our sales rep to resolve the problem but when it came down to getting repairs done the Wearhouse had no information as to the problems call numerous times all the notes the cust serv had would be all the complaints I had the list of complaints goes on and on. I purchased my sectional and recliner on 12/28/14 it is now 5/13/15 and I still do not have a full functioning sectional to date. I have called hundreds of times to try and get my money back and return everything with no luck. I even have been talking to the manager of the Wearhouse that promised my to have everything fixed by the end of April and still I am getting the run around. I was quick to pay mega furniture in full for furniture I still don't have complete.Desired Settlement: To have a call from the main supervisor in charge to get me my money back with out any waiting and run around. Very unsatisfied customer the worst experience ever!

Business

Response:

To whom it may concern,In regards to the complaint made, customer [redacted] came and purchased from our Mega Tempe location on December 18th, 2014, and signed our refund, cancellation, and delivery policies. Customer received delivery on January 10th, 2015, and signed that merchandise was delivered in good condition, and would not claim delivery damages later. We first had contact with customer [redacted] on January 31st, 2015, when she called in and reported her recliner button was making noise when it opened and closed. We ordered these parts for the customer, and informed her parts can sometimes take 3-6 weeks. Customer understood. Then, customer [redacted] called into customer service on February 23rd, because two of the seats to her sectional sunk in more then the others, we dispatched a technician to the customer's home, who discovered a new mechanism was needed. When we ordered that mechanism, the wait for the part was going to be 8+ weeks. Based on this information, Mega Furniture decided in good faith to not wait for parts, and go ahead and take care of the customer. We scheduled all three of her items to be exchanged; reclining chair, LFS sectional recliner, and the armless chair. I called customer [redacted] on March 30th to arrange the exchanges, and at this point, I also informed the customer that her armless sectional chair was not in stock, and we would be ordering this for her. I explained that the best information on hand at that time was the merchandise would arrive near the end of April, or the beginning of May. Customer agreed. In the meantime, I offered to repair her existing one so that it would be functional, and when her armless chair arrived, it would be exchanged. We exchanged this customers LAF sectional recliner on April 4th, and customer signed acknowledging merchandise was in good condition. The same day, April 4th, we dispatched a technician who repaired the armless chair. We then exchanged this customer's reclining chair on April 17th, and customer signed acknowledging merchandise was also in good condition. I touched base with customer [redacted] on May 2nd, and informed her the estimated day for the recliner to arrive is May 8th, but this could change again.I have since reached out to this customer on May 14th and scheduled the exchange of her armless chair for Monday May 18th. This customer has expressed this will resolve all of her issues. Mega Furniture made good faith effort to take care of this customer as timely as possible, and we informed the customer when parts needed to be ordered. We also repaired her chair in the meantime, so that her furniture was usable while waiting for the replacement. Please contact customer service for any farther questions. Best Regards,[redacted]Customer Relationship Manager###-###-####

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,

[redacted] list of damage/Broken ALL THIS FROM DECEMBER 2014 TO CURRENT!2 pices old sectional1 lounge power recliner that supposed parts were ordered to be delivered to my home but never were do to an 8+ week back order1 sand alone recliner 1 part of sectional broken1 power recliner sectional1 delivered stand alone power recliner that would not work I refused it once then twice when you delivered a used on with 4 patches holes fixed to it. Not or only am I appauld but discussted by Mega Furnture for your lies! ** manager personally promised me that she would make sure that my furniture would be complete by the end of April. "IN GOOD FAITH" Lies. You did dispatch a technician on April 4th after I spoke with ** and she absolutly 100% promised me to have everything delivered by the end of April. I never okayd that I was ok with a May dlivery. Do do you even understand that from a customers point a view I have had not but BS from you guys! I paid you for my furniture in full in December 2014. And I'm still it ting here with an incomplete sectional. December! It is now MAY!! May is this what you would call "good faith"?You do deliver damaged merchandise which you tried to do with me with the power recliner. The first on delivered was shorting out would not recline and when it did made horrible scraping noises and you could not get it to close. The second power recliner delivered was clearly used. You could see four patchs where you tried to repair it. I paid for a NEW not used or slightly damaged recliner. So once more I send it back. When I called (which I was told by my delivery guy that called Mega would call me back since I declined the recliner which they of course didn't) Mega cuts serv they had no info about the recliner. Had to update them complained and asked to talk to a supervisor. First part art of my power recliner sectional broke called to get it fixed then stand alone sectional broke was they orderd the part. I waited and waited over a month. Called cust serv numerouse times with there response always the same that the part was ordered and can't give me date as to when it will come in. Then I find out that yes they could have given me a trading number to follow up and see where it's at. That part was supposed to be delivered to my home ant day now U.S. what I was told too. Later to find out that the part was oh back order for eight plus weeks. After calling and calling you would think someone would try and make things right who wants to wait two months for a recliner. They could have just to,d me how bout we exchange it for something else but now that would be to easy for them. That's where the first lie started. Then an other section of my sectional brakes ans was told that that pice will be ordered by the middle of April and to me ny the end of April. I want you to come and get your furniture give me my full refund with no hasitation. I have waited almost half a year here to get a full functional living room to no avail. I would absolutly never recommend anyone to Mega Furniture ever! I feel that you got what you wanted form me which is my money and don't care about the effect and frusration you have gien me and my family in return. I hope you go home and a joy your fully function living room while I sit in only serten sections of mine.

Business

Response:

To whom this may concern, I sincerely apologize if there have been miscommunication. Let me address these points one at a time. When I offered to give my best faith effort to have everything completed at the end of April, that was based off the best information given regarding the arrival of the replacement armless chair. When I spoke to Ms. [redacted] on March 30th, 2014, she was not asking to return her merchandise, and stated she loves the sectional very much, which is why a refund was not discussed sooner. I am sending the Revdex.com a copy of the shipment of Ms. [redacted]' replacement armless chair to show that Mega Furniture did not lie to her about the arrival of her item. We tried to get it to her as soon as the manufacture would ship it. This shows we ordered the item immediately on March 30th, and [redacted] did not ship it to us until May 8th, and we did not receive off of the truck until May 11th. This is also the first I am hearing that her sectional is incomplete. Mega Furniture replaced everything we could (based on stock), and repaired her armless chair to be functional while waiting for the replacement. Ever since her completed technician appointment on April 4th (signed completion in good condition provided), everything on her sectional has been usable, and is not a safety concern. In addition, we refunded $200.00 on April 4th to Ms. [redacted] as a discount to her sectional.I would also like to address the claim that we gave her "used" merchandise. Occasionally, merchandise arrives to us from the manufacturer with small cosmetic flaws, i.e. Scuffs and scratches. Our technicians take care of these before the deliveries to customers. Ms. [redacted] noticed one small scratch smaller than one inch long, which had been repaired prior to her delivery, and claimed the item was used. Mega Furniture offered to bring her a different one, since she was unhappy receiving a repaired one. We complied completely, without hesitation. Therefor, I hope to lay rest the claim that we deliver used furniture, which we do not. In regards to the length of wait for her items to be completed, I discussed this with Ms. [redacted] on many occasions, including January 31st, February 23rd and March 30th. I explained that she purchased "special order items". Which means they do not stay in stock, and therefor we have to order these items individually for her. She has known this information for several months, and has still complied with service appointments, delivery exchanges, and ordering new pieces with no expense to her. As recently as May 14th, I spoke to Ms. [redacted] and arranged the delivery of her armless chair. I asked if this completed everything, and she said yes. I scheduled this exchange for Monday May 18th, and there was no discussion of refunding money. It was not until her significant other sent numerous text messages to a private work phone in complaint, that I reached out to Gabriela on May 16th, and she mentioned receiving a refund and picking everything up. I asked about why she scheduled the delivery with me two days ago, and she said that "after thinking about it", she wants a full refund. I tried to explain that this is a conversation that her and I should have had 4 months ago, before the merchandise was used in her home for so long, but Gabriela continues to demand a refund. Based on her wishes, I explained that we can return her merchandise , however, we can only offer her a prorated refund since she chose to use the merchandise while we arranged repairs and exchanges (arrangements she asked for). I offered to prorate the cost of her sectional, and refund her the amount which is $810.65. This offer of $810.65 is open to Ms. [redacted] for 30 days from the date of offer, and expires on June 16th, 2015. We will not be charging Ms. [redacted] for picking up her furniture, this would be at the expense of Mega Furniture. If you have any father questions, please contact me directly,[redacted]Customer Relationship Manager###-###-####

Review: In February of this year we purchased a bedroom set from Mega Furniture. We ordered a Cal King bed set and an Eastern King was sent and set up. About a month later in March they switched out the Eastern King for a Cal King, but it had a stain on the headboard.. We contacted Mega Customer Service and they sent out someone to try to clean the stain off the headboard. It was determined by the cleaning professional the stain could not be removed.

We again contacted Mega Furniture and they would have to look into ordering a new headboard. This was the end of April. I have spoken with their customer service group several times and they are going to look at inventory or possibly have to re-order a new one or they are back ordered. There was always something they were looking into and never called me back. I would always have to call them. Over the past 4 months I have made numerous calls and nothing ever seems to happen.Desired Settlement: I would like Mega Furniture to give us a fair refund/adjustment ($500) for the stained headboard. That amount is less than 20% of the total we spent on the set.

Review: On 11/30/2014 I purchased a TV stand, Sofa and Love seat from Mega Furniture located at [redacted]. I paid $2435.20 and $300 for delivery of the aforementioned items. On 4 December delivery was made without incident. On my sales contract I was guaranteed free delivery of any additional purchases for a period of 1 year.On 2 December 2014 I went back to the store and bought a Cocktail Table and 2 end tables for $807.42. My sales contract says "free delivery 1 yr". On 11 December 2014 at approximately 8 pm my wife was notified by the store that delivery would take place on 12 December 2014 between the hours of 8 am and 6 pm. At 5:30 pm no one had contacted us so I called the store. I was told by that there had been a "mix up" at the warehouse. On 13 December 2014 I was called by the store representative and told the delivery would take place between 8 am and 6 pm on 16 December 2014. I asked for a smaller delivery window since I had been stood up already. I was told that I could call on delivery day (16 December 2014) for a smaller window.On 15 December I was notified by the store representative ([redacted]) that we would have to pay $100 for delivery since it was over 75 miles. I said this was not the deal we made and asked to speak to [redacted], our sales person. [redacted] said that I was being unfairly treated. I asked her to speak with the manager.After going back and forth with the manager, he said the delivery range is 60 miles, contrary to his staff and [redacted], the store customer service representative, who also said 75 miles for delivery range and he also said the delivery fee is now $200 and his "higher up" would call me. He refused to give me this persons name or contact information. When I spoke to [redacted] in customer service, she said she could see "free delivery" promises on all my sales contracts, all of which were initialed by the store manager, and would call me back. When she called back, she said there was nothing she could do and it was the "store managers deal".Desired Settlement: All I want is for Mega Furniture to live up to the deal we made in writing and deliver my furniture.

Business

Response:

In attention of Revdex.com and our valued customer,We sincerely apologize for the miscommunication we had between the stores and the delivery team. We recognized the issue, and was able to deliver the aforementioned customer's furniture on December 16th, 2014 with a personal Delivery driver, Randy. Our customer did sign the attached acceptance of delivery that he was satisfied with the delivery. Thank you,[redacted]Customer Relationship Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID[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,[redacted]

Review: My wife and I bought thousands of dollars worth of furniture from this company. With all the furniture we purchased insurance, which we were told was good for 5 years and anything we needed to be replaced would be replaced no questions asked. In September the first time we used the 3rd pull out bed for my kids bunk bed it broke. Their dresser drawers started falling apart so I called the insurance company and I was told that it was not true about the insurance and it only covers wear and tear, not damage. My wife and I then went into the store to confront the sales team and manager. We had spoken to the manager and he said he would send someone to the house to look at the damage to see what could be fixed and what needed to be replaced. An employee of Mega Furniture did show up to the house to take pictures and replaced one dresser drawer and said he would be back in 2 weeks. No one ever came back to the house and after a 2-3 months we went back in to the store and were told we needed to talk to customer service. After explaining to them what happened we were told the manager no longer worked at the location and never left any notes. We were also told they would not replace or fix our furniture. We are good paying customers and we're lied to about what the insurance would cover and because the manager who helped us is no longer with the company they will not help us. We don't want our money back we just want our furniture fixed like we were promised.Desired Settlement: Repair and or replacement.

Business

Response:

Mr and Mrs [redacted],I do apologize for the ordeal you have had with this process. I am more than willing to get the parts required to get the repairs done on your merchandise. My representatives have received the parts for your bunk bed but we would like to verify exactly which parts you are missing, to my knowledge it is only the trundle part which was picked up by the manager's employee? I will be having my representative, Arlene, contact you to today to verify the missing parts of the bed.Also, I have ordered the missing drawer for your dresser. We are waiting on the manufacturer to confirm when this drawer will be shipped out to our warehouse. As soon as we receive all the required parts, we will be sending our technician out to your home to install the parts and verify everything is in good condition.If you have any questions or concerns, please do not hesitate to contact me directly as I am here to help.Thank you,[redacted]CS ManagerMega Furniture

Consumer

Response:

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

Regards,

Review: Shortly after purchasing a mattress from Mega furniture, I called to let them know it was damaged. I was told to take a picture with my cell and text it to them, it would also cost fifty dollars if they had to replace it. I asked for my money back and was told they would refund a partial, if I spent it in their store. I would never buy a thing in that store. Because of back problems I accepted the other mattress. When it was delivered I refused it because the mattress was sagging and bent over. Feeling I did not want to be hassled by mega furniture any longer, I refused the mattress. Later I was having so much back pain, felt I had no choice but to accept it. I was then told to pay fifty dollars for delivery. I should not have to pay fifty dollars for delivery. I should not have to pay for their damaged goods. I just want my money back. Thank you[redacted]Desired Settlement: See above.

Business

Response:

Good Morning,[redacted] purchased the "[redacted]" from our Mega Furniture Tempe location on March 8th, 2014, and signed her sales ticket agreeing to all refund, exchange and delivery policies. Delivery was completed on March 12th, and customer signed that Mattress was delivered in good condition. [redacted] called us on October 31st, 2014 to inform us her mattress was "folding" and uncomfortable. We informed [redacted] that for any Simmons mattress complaint, we set customers up with an inspection in order to authorize replacements. Customer agreed, and we immediately set [redacted] up with a mattress inspection for November 11th, 2014. The inspection team determined her body impressions exceeded tolerance, and was authorized for an exchange. Based on the Delivery policy signed at the time of purchase, we called [redacted] to inform her the mattress can be exchanged at our corporate warehouse for no charge. [redacted] wanted the exchange delivered, and we discussed the delivery policy as stated in the store. This delivery charge was $100.00, and we discounted for [redacted] to $50.00. During our phone conversation, based on the emotion and profanity used by the customer, our representative took it upon herself to authorize a one time exchange for no charge. On December 31st, 2014 we delivered a new mattress to [redacted], and [redacted] took a look at the mattress before it was brought into her home, and declined delivery of the mattress. Therefor, mattress was brought back to our warehouse. I spoke to [redacted] on January 8th regarding her wanting a refund. Customer claimed the new mattress was the same as the mattress we delivered her. I offered [redacted] to re-select to a better mattress, and [redacted] declined. After a lengthy conversation with [redacted], I informed her that if the same mattress had the same issue, we can offer her a refund, but the inspection company needs to be notified. Customer agreed, and asked us to send her the mattress back to her. I informed her there is a $50.00 re-delivery fee, and customer said she did not have the money to pay this at this time. The final conversation I had with [redacted] was on January 9th, and the customer understood her exchange is authorized. [redacted] understood she is welcome to bring the mattress to the warehouse and pick up her new mattress for absolutely no charge. If the customer wanted a delivery company to bring to her a third time, we discounted her delivery from $100.00 to $50.00. Customer understood, and declined delivery at that time. I contacted the customer again on February 5th and spoke to [redacted] about her exchange. Customer is very upset about not getting unlimited free delivery. I authorized one final exchange with no charge, and customer is set to have her mattress exchanged on Saturday 02/07/2015. Customer understands that she needs to inspect the mattress when it is on her bed, and not in the truck. [redacted] expressed she is pleased with this outcome. Please feel free to contact me if you have any farther questions.

[redacted]Customer Relationship ManagerMega Furniture LLC[redacted]

Review: I purchased furniture from this location and was told to expect delivery within 10-14 days. I have since called multiple times regarding the status of the order and have been told that it was a special order and delivery would be delayed (I was not informed of this when I made the purchase). I asked to cancel the order but was informed that all sales are final. However, it has now been 7 weeks since I paid for the furniture and I have still not received any update or explanation from this company regarding the status of my order.Desired Settlement: Partial refund or cancellation of my order.

Business

Response:

We apologize for all the inconvenience caused to the customer, We have contacted the customer couple of weeks ago and gave her $75 compensation for the delay of the merchandise, We still have not received the merchandise due to shipment delay from overseas and the truck has to clear customs and all this will take another 3-4 weeks, If the customer is willing to take a full refund we will happy to give her money back 100%. Please let me know how we can help you.

Once again we apologize for all the inconvenience caused to the customer.

Thanks

Management

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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 still want the furniture even after all the delays. IF the company is stating that they will still be able to deliver within the next 3-4 weeks, I will (reluctantly) wait for delivery. Please clarify.

Regards,

Review: We purchased a sectional couch with ottoman from Mega Furniture on 06/25/15 for 2971.95. After using said couch for a couple of weeks, my wife and I developed severe back issues. I have been off work with these issue for a couple of months now and have stopped using the couch. I contacted Mega in the middle of July and asked if we could return the furniture. They said no. I have called several times and spoken to their manager to no avail. We have not been using the piece and want to return it. It is in "like new" condition. Today I noticed that attached to the contract we signed when we purchased the furniture is a "Return and Refund Policy" which we were supposed to have been shown and have signed or initialed. We were not shown this policy and did not sign or initial it.Desired Settlement: We want to return and get a refund. As this was financed and we have already made payments and as it has been used by us, I would understand not getting a full refund. However, they will not even discuss it.

Business

Response:

To whom it may concern and the Revdex.com,In regards to our customers, these customers visited our Mega Furniture Arrowhead store on June 25th, 2015 and purchased merchandise based on their preferences. During the customer's purchase, they signed agreeing to our refund, return and cancellation policy. This has been attached for the customer, as well as Revdex.com review. In addition, our customers signed our delivery procedures, and technician policies. This has also been attached for the customer, as well as Revdex.com review. There is no record of this customer contacting the corporate office regarding his/her concerns. I have attempted to reach out to our customers on November 5th, 2015, and left a message on the number on file. If there is a defect in the manufacturing of the product, Mega Furniture will exercise the manufacturer's warranty to the full extent. However, if there is no defect, we would not be able to open a warranty claim. Mega Furniture believes in full transparency, and we disclose all policies at the time of sale. We apologize for any inconvenience. Please contact me if you have any farther questions, Mega Furniture Management602-688-8900

Consumer

Response:

Dear Sirs, The entire process of purchasing this furniture was very shady. They bombarded me with 3 or 4 different sales people and never explained the refund process. Apparently, I did sign their copy, but the one I received was not signed. I did call and talk to both sales people and the store manager at least 4 times. They are lying about this. This furniture has ruined my back and they need to take care of it. I am not sure if there is anything I can do at this point, but would appreciate your assistance.Sincerely, [redacted]

Business

Response:

To whom it may concern, Here at Mega Furniture, we feel very empathetic for the situation our valued customer's are going through. However, as stated on their original signed purchase order, Mega Furniture only upholds the manufacturers warranty, at their digression. [redacted] Furniture does not offer a comfort guarantee on their furniture, and we encourage our customers to test our and try our merchandise fully before placing an order. However, I have spoken to [redacted] manufacturing. If the issue for our valued customers is their cushions, Mega Furniture can exchange the cushion cores for a firmer cushion density. This should help eliminate, or decrease the source of uncomfortably. Mega Furniture would be able to do this at minimal cost to the customer. For all six seat cushions, including delivery and installation, Mega Furniture can arrange this for $250.00. I have called our valued customer on November 25th, and left our call back number and hours of operation. We look forward to do everything we can to help our customer with this unfortunate pain. Please contact me if you have any farther questions or complaints. Best Regards, Mega Furniture Management602-688-8900

Review: I Bought a Dining Table from one of your stores @ [redacted]. It's barely 3 months and I have two chairs that has legs broken and I inspected all the chairs and found that the WOOD IS SOO WEEK THAT there are cracks on the WOOD and Legs are likely TO BREAK DOWN ANY TIME. I did call the Customer Care Today and they are saying that since I recently completed 90 days . I am no more under warranty , They will not do anything about it. It so FRUSTATING. People buy furniture for life and not for 3 months. I have major issues with the QUALITY OF THE WOOD USED IN THE FURNITURE. IS SO WEEK THAT ALL THE CHAIRS HAVE CRACKS IN THE LEG AND THEY WILL BREAK ANY TIME.

I would request you to please look into this matter and arrange for the replacement of the chair or Refund my money.Desired Settlement: I believe You hold some reputation of quality and Service and hope you will Live upto that expectation. I believe You hold some reputation of quality and Service and hope you will Live upto that expectation.

Business

Response:

To whom it may concern,Here at Mega Furniture, we sell a wide variety of furniture, ranging from no manufacture warranty (considered "as-is" or "cash and carry"), to 90 day warranted furniture, all the way up to limited lifetime warrantied furniture. This customer visited our [redacted] location on 11/28/2014, and purchased discounted merchandise that he was able to sample and inspect. This customer also declined the 5 year extended protection plan. The Aformentioned merchandise was offered to this customer at an advertised price, and is warranted for 90 days against defects in the manufacturing. Customer received delivery on 12/03/2014. Customer signed merchandise was delivered in good condition with no damages. This customer first contacted us on 02/16/15, still under warranty, and had an issue with one cracked dining chair leg, and a missing button from the bench. We dispatched a technician on 02/27/15 who serviced his merchandise (including the replacement of one damaged leg), and customer signed that service was completed satisfactory. We received no additional follow up from the customer after that time. Customer called in again on March 23, 2015, and stated he feels like all of the legs will break someday in the future, and would like a refund. I referred the customer to his original signed agreement at the time of purchase, stating we do not allow refunds this far from delivery. Customer wanted us to exchange his merchandise for something warranted for a lifetime. I contacted this customer today, and gave him the option to have his chairs repaired or upgraded. We have also offered to show our customers how chairs can be treated to last him many years. We always recommend not sliding the Chair across a surface, as this is very hard on any chair, regardless of warranty length. This is what causes cracking in chair legs. It is best to pick up a chair and place it where desired, and then sit down. This will preserve the life of any chair.We have also offered this customer an option for store credit to upgrade to different chairs. Customer has expressed he would like to have the service to repair his current merchandise because he does enjoy his table. He has expressed that this will resolve his complaint. Mr. [redacted] is set for a technician appointment this Thursday, 03/26/2015. I have also explained to this customer that we sell replacement legs for a very affordable price (average cost is $5.00 per leg). This is available to our customer if he does develop issues in the future after warranties have expired.We appreciate Mr. [redacted] business, and invite him to contact Mega Furniture customer service at any time.Best regards,[redacted]Customer Relations ManagerMega Furniture LLC

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: In February of 2013 we purchased a sectional couch from Mega Furniture. We decided to pass on the added fee to have the unit delivered and picked it up from the warehouse. Within the first couple months the handles to release the foot rests broke off and had to be replaced as well as what felt like spring came loose or broke under one of the seats. When I called the warehouse they informed me that I would have to pay an additional fee for a Tech to come out and fix what was covered by the warranty. They called this a transportation fee for them to send someone. When I refused to pay the fee they gave me the option to bring the unit to them. I took the unit in and was without a portion of the loveseat for about a week. A couple months later another handle broke off the couch portion. I contacted the warehouse and they agreed to send out a tech at no cost this time. When he showed up he had a new style of handle to replace the original ones the work much better and seems more durable. The only problem is they are mounted differently and now the couch has open screw holes in the leather. Since they worked much better and I could live with them and have. A few days ago the springs on the couch came loose and one of the handles on the loveseat has broken off again. I contacted the warehouse to get warranty work on the unit for the third time and was informed that the individual that handles they store we made the purchase from was not in and would call me back the following day. By two in the afternoon no one had called so my wife called them back. They informed her that she needed to take pictures and that there would again be a fee for a tech to come out or we could bring the unit to them. I got on to phone and pointed out that you cannot see the issue with the spring but you can clearly feel it. I then took the picture and sent the email. I then called back to protest the fee for the tech to come out and the supervisor pointed out that because I did not pay them to deliver the unit they would not pay for a tech to come out. I do not see how the delivery and warranty repair is related in any way. I informed the supervisor that I was not happy with the customer service I was getting and would most likely not do business with them again along with recommending to others not to as well and she said that at that point she did not want to do the warranty repairs at all. I was able to get her to agree to do the repair on the couch and to give me the parts to fix the loveseat with the mismatched parts myself so that we are not completely without furniture while the couch is repaired. The supervisor also pointed out to me that they have had issues with the manufacturer and product which is why they no longer carry this product.Desired Settlement: We would like a full refund. We are not interested in store credit as the service we have seen is subpar. The manufaturer can have their product back and the retailer can keep their hidden fees we would just like our money back.

Business

Response:

Sir,I apologize for any inconvenience you have experienced with our company. We would like to repair the merchandise for you if you can bring it to our warehouse located at [redacted], [redacted] between the hours of 12 and 5 any day except Sunday or Tuesday.Unfortunately, the merchandise was purchased on February 23, 2013 and was picked up from our warehouse on February 26, 2013. The policy of the company is if the merchandise is picked up from the warehouse, the merchandise must be brought back to the warehouse for repair or the transportation fee must be paid prior to the technician going out to a customer's home.Due to the amount of time the merchandise has been in the customer's possession, unfortunately, there is no refund available at this time. I would like to offer you a $100 gift certificate which can be mailed out to your home. This gift certificate can be used toward any future purchases from Mega Furniture.If you have any further questions or concerns, please do not hesitate to contact me as I am here to help.Thank you,[redacted]CS ManagerMega 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.This is the third repair and along with the fact that the item has been discontinued due to poor workmanship. I do not find a repair that is already under warranty by the manufacturer an acceptable resolution. The only way I can see this as acceptable is if the $100 store credit was applied to an extended warranty. I again do not see how a picked up item over an over priced delivery changes having a technician come to make the repair. The item was not damaged during transport this is a issue with quality. I would like the Revdex.com to look at other complaints involving the same model furniture with similar complaints on quality as I have found at least one other complaint on the same issues we are dealing with. Please feel free to weigh in on this as making two trips to the warehouse to return two out of three peices of a sectional is unexceptable for something the manufacturer should be covering.I also want to point out that before I filed this complaint I sent in pictures as requested to the CSR email and still have not heard back from them. This is the first response on the current issues. I do not feel a formal complaint is an acceptable requirement to get customer service to follow up with requests.

????????Regards,

Business

Response:

To Whom It May Concern:Per the manufacturer's warranty, the labor and parts are covered for one year. This does not cover any transportation fees. Since the merchandise was picked up by the customer from our warehouse in Phoenix, the merchandise must be brought back to our warehouse for repair or a $45 transportation fee must be paid prior to the technician going out to the customer's home for service needs.Regarding the concern of not hearing back from customer service until after this complaint had been launched, the customer service department received a call from the customer on Friday, January 10th at which point the representative requested pictures be sent in to her email. We received the pictures on the same day at which point I informed the representative we could complete the repairs if the customer brought the merchandise back to the warehouse or if the customer paid the transportation fee. The representative informed the customer of these procedures and the customer requested to speak to the manager. I spoke to the customer personally on the following day, Saturday, January 11th and informed him of the same procedures. This complaint was launched on the Sunday following the original call to customer service.We would like to get the merchandise taken care of for the customer. Our company policy is if the merchandise is picked up from the warehouse, the customer must either bring it back to the warehouse for repair or the customer must pay a $45 transportation fee to have the technician scheduled to come out to his home.Thank you,[redacted]CS ManagerMega Furniture

Consumer

Response:

Your dates are off. The initial call was made a week prior. At that point my information was left as the customer service rep. That handles the store we purchased from was out of the office. I was told I would be called back the following week. The call never came at which point I called back. What it all comes down to is I purchased a product that has broken multiple times now and I have had to work to get it repaired each time. The repairs are more like quick fixes then repairs leaving the furniture with holes in the leather. It is clear to me now that your company cares little about the customer and more about selling delivery services. As we currently do not have a vehicle that can transport the whole unit back for repair and the warranty expires this week we will live with broken like new furniture, the stories of horrible customer service, and call it a life lesson. I wish I could say it has been a pleasure dealing with you but It has not. Just a reminder to research who you're doing business with before making a purchase.

Business

Response:

Mr [redacted],I will send my technician to your home free of charge to install the pull handles. Please confirm your address and how many pull handles you need. As soon as this is confirmed, I will print the paperwork and the routing representative will contact you 2-3 days prior to your appointment. The technician appointments normally take 10-15 business days, however I will put a rush request on your paperwork.Please contact me with any questions or concerns.Thank you,[redacted]CS ManagerMega Furniture

Consumer

Response:

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

Regards,

Review: Bought a custom made couch.

When it was delivered the delivery window was 10-5. So we stayed home all day.

It's 5pm so I call the store. They say they should be there soon.

6pm still nothing.

Call again. They should be there soon.

8:20pm they show up.

Love the couch.

But then 2 weeks after having it the throw pillows start coming apart and one of the cushions.

Call them they have me send pictures in. Which I do. Then they come and pick the items up. They say it will take 2 weeks to fix the items. .

3 weeks later we call and ask what is going on. They say they will look into where our stuff is and call us back in 48 hours.

Do they call back no!

So yesterday I called they said they would find them and call me back in 15 minutes.

An hour later no call.

So I call them and they say they found them and will deliver today. I asked for a one hour notice as I can't sit home all day (just returned from vacation and need groceries etc) They said they would give me a 1 hour notice.

Walk out of grocery store and have a voicemail from them! Saying they will be at my house in 10 minutes. I called and they say they will reschedule for next week. Mind you 2 weeks longer than they said it would take!

Now another cushion is falling apart on a couch that isn't even 2 months old!Desired Settlement: I do not want a piece of furniture that keeps falling apart and that we paid over $2,700 for. They are not repairing the items in the quoted time frame. I have to call numerous times and keep getting the run around.

Business

Response:

We have contacted the customer and resolved the issue already;

as per our understanding we have resolved the issue of the couches and it is

completed.

It has been taken

care as per the customer satisfaction.

Please let us know if we could be of any help.

Thanks

Management

This store messed up an order for us and in order to get it fixed we had to play 3 weeks of phone tag.

OFTEN forgets to return calls. Customer service is non existent.

The prices aren't that great, skip them and go to a real furniture store with actual customer service.

Review: We bought a large amount of furniture from Mega, including a king size mattress. After three weeks we felt the mattress was starting to fail. We called Mega and complained and they said they would have it inspected. A representative from Precise Mattress came out for the inspection. First thing he noticed was the I.D. tag was removed and asked if we took it off. We did not take the tag of as we didn't even know what it was for, the tag as explained to us was not to be removed under penalty of the law, unless by the consumer. Once again we didn't remove the tag as we had no reason to. The inspector did state the mattress was starting to fail and wouldn't last long. I contacted Mega and thru a series of phone calls was told they would not honor the warranty as the tag was gone. Also stated by Mega "did we see the tag removed by the installers" answer no. After again calling Mega the door was basically closed on us for any further assistance in this matter. With the tag gone this mattress could be a used one. A returned item or any number of things. We fee we are in our late sixties and have been lied and taken advantage of. We are new to the area and was shocked at this blatant attempt to deceive us.Desired Settlement: Have the mattress replaced or taken back with a refund so we can get a mattress that will work

Review: I personally purchase a bedroom set from the following: Mega Furniture in which I paid for the full bedroom set which I haven't received the box spring for the mattress I've contacted the business an was told I have to wait for the availability of a accounted to get the box spring I then waited 2 additional weeks to give them time to delivery the mattress they haven't so being said that I no longer wanted Ive faced some financial issues an I no longer care for any of this product so contacted them to return the products an they are directing me in all directions to avoid confrontation so I want something done about itDesired Settlement: I want to return the product an have that company looked into for unfair practices

Business

Response:

Good afternoon,Here at Mega Furniture we take pride in the quality of our merchandise, and we strive for excellent customer service. Mr. [redacted] visited our Mega Furniture Goodyear store on November 30th 2014, and purchased a collection of furniture from us. Customer agreed to our refund and exchange policy at this time (attached). Mr. [redacted] received his delivery on December 6th, 2014 which included all of his merchandise except the mattress foundation. (attached is customer's signature that merchandise was delivered in good condition). Customer was notified that his foundation was on back order and delivery could take several weeks during the holiday season. In a good faith effort to do right by our customer, we arranged for a personal delivery driver from the Goodyear store to deliver the Foundation around Mr. [redacted]' schedule. We reach out to Mr. [redacted] at the phone number ###-###-####, but received no response. I was able to get in contact with the customer with his contact information listed on Revdex.com. I offered Mr. [redacted] an in store credit of $100.00 to cover the delivery of his next purchase. I also informed customer we can have the furniture out to his home by the end of the week 01/10/2015. Customer has declined the delivery of his foundation and the $100.00 credit at this time. I also informed the customer if he does not wish to have his foundation, we can credit the cost of the foundation as well as the delivery, in the amount of $205.00 to his [redacted] financing. Mr. [redacted] declined this option as well, however, he understands they are still available to him at this time. We apologize for any misunderstanding or communication. We look forward to doing right by this customer and rectifying the situation. Thank you,[redacted]Customer Relationship ManagerMega Furniture USA###-###-####

Review: On 4/9/2013 [redacted] at Mega Furniture assisted my wife and I in purchasing a custom sectional that would be built with [redacted] in AZ. We were told the furniture would take 4 weeks to be built since they were handmade by the manufacture. My wife and I contacted the store several times to check on the status of the sectional they advised us that they didn't know anything each time and would get back to us as soon as they did. Once we got past the 4 week marked we called on a daily bases with no answers as to when we would receive our sectional or any updates. On 5/24/2013 we finally had our sectional delivered. Upon receiving the sectional my wife pointed out several issues that were not to her satisfaction on the couches. The frame where the sectional attached was not leveled. The color of the sectional and the print on the double sided throw pillows was not correct. The studs on the frame were not aligned evenly throughout. My wife notified the delivery drivers of these issues. They got the company warehouse on the phone and advised her that they would fix the issues then told her to contact the store it was their responsibility to correct these issues. On their end they could fix the issue with the pillows and get a new set of 6 throw pillows ordered in the Drop print that was supposed to be ordered. We contacted the store that day with the issues that were mentioned to the delivery drivers and the warehouse. [redacted] the store manager advised us that he would look in to the issue and get back to us asap he also advised my wife that he would look in to somehow compensating us due to all the issues. We attempted to contact [redacted] several times the employees in the store stated that they had told [redacted] about out issues and that he just decided not to call us back. The statement was basically I have told [redacted] several times unfortunately I can’t make him pick up the phone. After several calls to the store and no response from [redacted] I finally decided to take a drive to the store along with pictures of the sectional that showed the issues. [redacted] stated that his employees never notified him of our numerous calls. After showing [redacted] and other Mega Furniture staff the pictures of the sectional it was very clear it was not to their standards either. [redacted] assured us this matter would be addressed and we would either have a team to our home to see the sectional or a new sectional would be sent to us. He advised us to keep the sectional in the home till we heard back from him. He did state he wasn't sure how long the process would take but he would keep us updated. My wife asked [redacted] about the compensation he mentioned due to all the issues. [redacted] stated he would compensate us with $100.00 delivery fee in the future. After discussing with my wife I asked [redacted] to get in writing that he would compensate us and he said no its ok you have my word. Not feeling convinced with that response we walked the store and decided we rather take a décor item out of the store since [redacted] wouldn’t give us the compensation in writing. [redacted] agreed to do this so a décor plant was compensated due to the issues. [redacted] notified me that the company didn’t need to see the sectional that based on the pictures it was clear there were issues so a new frame would be made and delivered to us. Once again he stated to keep the current sectional and that they would take it upon delivering the new frame. He said he was unsure on the time frame but he would give me a weekly call with any information regardless if there were changes or not. After several weeks of no call from [redacted] I called him to check the status. I got a call from [redacted] the week of 7/29/2013 he notified that the frame would be ready for delivery and I asked him if we could be the last delivery in the day so I would be home from work this would allow me to look over the new frame and be able to deal with any issues if there were any he said of course no problem. On 8/1/2013 I got a call from the Mega Furniture warehouse that they would be delivering the sectional the following day. On 8/2/2013 my wife called to verify delivery time they stated it would be between noon and 3 my wife asked if there was any way the delivery could be made later in the day that [redacted] stated we would be the last drop off in the day pushing it later to around 6. The warehouse called the driver they said they would deliver after 4 and would give us a call to notify us of an accurate time. Around 5:30 that evening Mega Furniture arrived at the home with no prior call I was not home. My wife told the drivers that the front door would need to be removed to get the frame in and out of the home. They said no we do this all the time and have never had an issue. She told them the last drivers had removed the door to bring the sectional in. Once again they stated no we can do it. They threw the cushions on the floor and began to drag the frame out of the home. It took them a few attempts to get the frame out. As my wife carefully watched she witness the frame be pushed against the entry wall in attempt to get it out leaving a long white mark from the paint on to the sectional. One piece was still left to take out after several attempts they discovered the door would need to come off the hinges to get the other part of the frame out. They asked my wife to provide them with a ladder or stool to remove the door. They removed the door and placed it against the the entry to my daughter’s room. The second part of the frame was taken out and the new frame was brought in. My wife asked the driver if she could look over the new frame to make sure they were to her satisfaction. He told her I don’t have time I still have more deliveries to get to sign the paper work that you received the new sectional. She asked him to hold off that she would sign it that meanwhile they could put the door back. As she attempted to look over the frame she asked if it was standard for the studs to not be aligned. The driver said they are man-made what do you expect. She said for what I paid I expect them to perfect as shown on the floor model. He laughed and once again asked her to sign so he could leave. She said I need to look them over… he once again said he didn’t have the time so she signed and also asked the driver to sign stating there was no damage to the frame taken from us and they took it in good condition minus the obvious manufacture issues. After they were out the door my wife noticed a screw on the floor it was to the front door. As she went to run out one of the drivers was already at the door and wanted to know if she would provide them with cold water… she told the man there is a screw not in on the door he said ok water. She gave him water then he replaced the screw. After the drivers left my wife noticed there were marks on the walls from the where the door was placed as well as on the entry wall from where the frame was pushed through she also noticed that the sectional was not assembled it was basically put in and left. As she assembled the sectional she once again noticed the studs were not aligned, the top of the frame looks wave like and there was a dip in the seating of the frame that looks worpe. She also noticed one of the cushions had come undone at the seam. She called the Mega Furniture store where she spoke to [redacted] and she told her of the issues that had occurred with the delivery. [redacted] said to take time to look through everything and she would see that is addressed. The following day my wife received a call from the Warehouse the women stated she was calling in regards to the delivery that had taken place the day prior. My wife went through all the issues with the delivery and the drivers. The lady stated that she was surprised that the drivers were not more professional. As my wife mentioned the drivers asking for water she said while I would just do that as a courtesy. My wife responded yes but not if you felt disrespected in your own home. If the driver couldn’t go out of his way to allow me to look over the frame why should I go out of my way? My wife explained the situation with the delivery being promised for one time but was actually arranged differently. The ladies begin to yell at my wife and basically stated what [redacted] had arranged with us for delivery was not the way things were done. My wife told her yes I see that now but he was the one representing the company not you. So I had to take his word as he is a store manager that has authorization from the company. The lady said she would be in contact with [redacted] and get back to us. As of today 8/16/2013 we have yet to hear back from Mega Furniture in regards to the frame and the damage that was done inside the home while the delivery took place. I have been paying towards the $1993.85 purchase of this sectional with Progressive financial since the day the order was placed and I am yet to receive the product in the condition show on the floor model.Desired Settlement: Five months later I still have a sectional with defects. I would like a monetary compensation plus the sectional fixed or replaced in the amount of $1523.85 this is the amount I have paid on the sectional since the day the order was processed. The damages in the home need to be repaired/paid by Mega furniture as well.

Business

Response:

Hi Good afternoon!

We apologize for any inconvenience that our customer has to go through. In regards to customer complaint, we already replaced the furniture as we promised. Customer had a paint job done in their house. Before the paint dried, they put furniture touching the walls which resulted damaging their paint job at the time of exchange. Mega Furniture is not responsible for the damages like that and we can't do anything on those type of circumstances. We appreciate their business. And once again, we are sorry for the inconvenience.

Thank you very much

Regards,

Management Team

Mega Furniture

Review: I purchased some furniture including a set of lamps that I had to carry out because of how fragile they are they would not deliver. The lady shrink wrapped my lamps, when I got home, I unwrapped them and plugged them in, well one did not work at all. I went back to the store the following week and was told I had to call customer service, they do not handle these issues at the store. I called customer service and was told they did not have any more lamps of that style in stock and they would have to order me one, we will let you know when it is available. In between the wait, as I was cleaning and moved the lamp that worked, it turned off and I couldn't get it to turn back on. I called on the next business day to let them know I now have 2 lamps that are not working, the lady proceeds to tell me that she will need to research this and get back with me. Someone calls me a week later to say they have ordered parts for repairs and a technician would come by to fix them, really, order parts not knowing what the problem is? So I wait for parts to be delivered and 3 weeks go by, they don't call and no parts are delivered. So I call them back, mind you they put you on eternal hold without checking back to let you know they are still checking (right?). I ask to speak to a manager or supervisor and none is available, so I proceed to AGAIN let them know I haven't received any parts, I have two lamps that are not working, which I feel I paid good money for but the person at customer service didn't seem to care to resolve this. She then tells me the parts that were ordered were still there, so I ask what exactly was ordered, she say a lamp shade and something else, really a lamp shade, what a joke. I then told her I don't even want them anymore, need a refund or send me a different set of lamps that work, she says that I purchased the product off the sales floor "as is". OMG, I almost fell off my chair, after 2 months of waiting this is what I get. Is Mega Furniture a 2nd hand store, they have no knowledge of what customer service is all about, it's not pleasing the customer. I wish I would have checked this site before shopping there. Be sure that I will never shop there again and will make sure to warn my family and friends, or anyone else that cares to listen.Desired Settlement: I would just like my money back for this purchase, store credit would only mean that I end up with more defective product.

Business

Response:

Good Morning, This customer visited our Mega Furniture [redacted] location on December 28th, 2014 and purchased the aforementioned lamps. This customer tested the lamps inside the store, and took them with her out of the showroom. The reason for this is because Mega Furniture does not deliver lamps due to the fragility of them. On January 7th, 2015, this customer called customer service and reported her lamps were no longer working, and customer stated they did not work after her drive home based on something hapening after she left Mega Furniture. We offered to order the parts that the manufacturer warranty, however, we explained these parts are limited. This included the switch, harp, and two lamp shades. These parts were ordered on January 16th, 2015Once we received these parts, the customer said these would not solve the issue she had, and did not want a technitian to come inspect what the issue might be. At this point the customer wanted to cancel her Lamps completely and receive her funds back. I explained Floor lamps are "as is", and that is why our options are limitted. This is the reason we allow our customers to test and view lamps on the floor before taking them home. Mega Furniture is not responsible for issues during the customer's transportation home. Based on my conversations with this customer, I have offered to replace her lams for her, as a one time courteousy. We have gone over the policy regarding lamps being an as-is item, and the parts we can order are limited. She will be visitting our [redacted] Showroom today to test new lamps, and understands these new lamps are also as-is. This customer has expressed that this will resolve her complaint, and help her enjoy her purchase to the fullest. Please contact me if you have any farther questions. [redacted]Customer Relationship ManagerMega Furniture LLC

Consumer

Response:

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

Regards,

Review: I went into the store on 07/03/2015 and spoke to [redacted]. I explained to [redacted] that I wanted a specific bed and mirror and asked if they had a hold or lay a way as I could not order the times at this time since I was closing on a new house at the end of August. [redacted] stated no lay a way but he could order the items from the warehouse and when ready he would process the credit application with [redacted]. An initial payment of $53.07 was taken from my account.

On July 11, 14 and 18 The store tried to deliver my furniture. I called and spoke to the store manager [redacted] who reassured me no other deliveries would be attempted and the paperwork has not been processed for [redacted].

On July 23, 2015 I get a letter/contract from [redacted] with my payment plan.

On July 24, [redacted] supposedly contacted [redacted] and had entire account refunded/closed.

August 14, called [redacted] and asked why my initial payment of $53.07 has not been refunded . [redacted] stated because the store hasn't sent anything telling them the account was refunded/closed. After 2 hours on the phone with [redacted] and [redacted] the refund was supposed to be processed and received in my account in 2 business days.

Today August 24 I am still waiting on my refund and [redacted] stated today they are not refunding the money because the store hasn't closed the account. I called [redacted] who stated he would find out what happened.

Still waiting.....Desired Settlement: I want my $53.07 refunded

Business

Response:

To whom it may concern, and the Revdex.com, Customer [redacted] purchased from Mega Furniture on July 3rd, 2015. During this purchase, customer signed agreeing to our terms of service, and signed their [redacted] leasing contract with a list of their payment schedule. Mega Furniture apologizes if there was a verbal miscommunication, however, customer did sign agreeing tot he payment schedule that ensued. Customer [redacted] called Mega Furniture on August 14th, 2015 requesting we cancel her contract. Mega Furniture made a generous exception not to charge our customer the signed agreed restocking charge of $559.20, and agreed to cancel her leasing contract fully. This cancellation was sent to [redacted] on 8/14/2015. Please see attached PDF showing cancellation was sent on 8/14/2015. The down payment in question for the complaint was made to [redacted] Leasing, not to Mega Furniture. Customer [redacted] needs to contact [redacted] at ###-###-#### for the status on her refund. If the resolution customer is seeking is only in regards ti her refund, then this complaint is invalid against Mega Furniture, and needs to be directed to [redacted] Leasing. Mega Furniture did not take these funds from this customer. However, In good faith as an honest company, I reached out to [redacted] Leasing for this customer. This charge was refunded on 8/24/2015. The banking transaction code for this customer is [redacted]. Customer is welcome to discuss this with her bank, as Mega Furniture had nothing to do with this refund. Please feel free to contact me with any farther questions, [redacted]Customer Relationship ManagerMega Furniture LLC###-###-####

Went to mega store in Goodyear and the store manager was so very nice! Just wanted to say it was a very good experience and will be back for sure! Ask for Carlos T[redacted]!!!