Mega Furniture

To whom it may concern,As pertaining to the complaint made, here are the facts; Mrs*** visited our Mega Furniture Tempe store on 4/1/At the time of purchase, Mrs*** signed agreeing to her order, including our refund and return policiesOn this service ticket, her sales associate
wrote one dresser, one mirror, one headboard, one footboard, one bed rails, and one night standNo chest was written on the order, or mentioned before leaving the store with copies of her orderIncluded on our order, the customer signed that Mega Furniture (as with any business) cannot track verbal commitmentsMrs*** signed agreeing to this policy, but did not request the chest be written on her order. Mrs*** was delivered on 4/9/The first mention made to corporate was that the floor model shows the chest displayed with the setWe confirmed for the customer that all options for the bedroom set are displayed, but the customer's price is inclusive for the 6-piece bedroom set, not the 7-pieceMega Furniture offered to deliver the chest if she would like to purchase it, but out customer refused. In an additional act of empathy, Mega Furniture also offered a full refund minus the delivery which was already done in full (for every item signed for on her sales receipt)The customer refused this offer as well and continues to demand a free TV chest.Mega Furniture takes ethics very seriously, and we have delivered every item the customer signed agreeing to at the time of saleI have attached this for the Revdex.com to review as wellIf our customer would like to have a chest, Mega Furniture is willing to offer at cost to help our customerIf she would like to accept said offer, we look forward to hearing from her soon!Best Regards, Mega Furniture Management

To whom it may concern, We got in contact with the customer in regards to her request for cancellationHer items were special ordered and we have received themWe usually do not do cancellations on special order items although because the customer wanted to cancel on the next day we were able
to approve her cancellationWe apologize for any inconvenience this may caused our customer

Good Morning, Here at Mega Furniture, we pride ourselves in offering quality product at affordable prices to our values customersMr*** visited out Mega Furniture Arrowhead location on December 28thBased on the criteria Mr*** was looking for, we helped him select furniture he
would be happy withCustomer signed a purchase receipt, agreeing to our delivery policy, outlining an average 10-days for delivery, depending on the stock of the manufacturer. Mr*** received part of his delivery on January 7th, and the remainder of his merchandise on January 8thMr*** 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 purchaseWe have also done necessary instruction to the representatives responsible for misunderstanding our merchandise in stockWe 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 ***.Thank you for your business Mr***, and we appreciate your patience,*** ***Customer Relationship ManagerMega Furniture USA

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

Hello ***, We apologies for any inconvenience has caused to youWe have not received any complaints to our Customer Service Department till now, We will contact you and take care of the situation ASAP.It Looks like You have purchased it on the 8/and Everything was delivered on 9/which
is with in weeks of time and At the time of the delivery it says you received everything in good condition.However, My customer Service team will get back to you in 24-Hours.ThanksMega Furniture

To whom it may concern, We refunded the customer's most recent order due to circumstancesWe do not issue refunds as per policy although because of the situation we approved for a cancellationIn regards to the incomplete dining table, we sent our service technician to replace the table and fix the entertainment center, which is now completePlease reach out to me if you have any questions

To Whom This May Concern & The Revdex.com, Mrs*** *** called Mega Furniture Customer Service on August 20th, to report that one of the seat cushions on her Sofa has sunken inOn that phone call Mega Furniture requested photos from Mrs***Mega Furniture
received Mrs***’s photos that afternoon after business hours On August 24th, we tried to contact Mrs*** to inform her that we have ordered the replacement seat cushion from the Manufacture, per the manufacture the part is coming directly from the factory in ChinaMega Furniture was informed from the Manufacture that the part would take 6-weeks for us to receiveMega Furniture then tried to contact Mrs*** to inform her of her options (% off to keep as is or wait for part.) Since then we have received Mrs.***’s replacement seat cushion and would like to set Mrs*** up with an in home technician appointment to take care of her issue Mega Furniture has had no contact with Mrs*** since we have not received any call backWe encourage Mrs*** to contact Mega Furniture Customer Service at *** option to schedule her technician appointmentPlease feel free to reach out to me with any questions comments or concerns Regards, Christopher M*** Customer Relations Manager Mega Furniture

Good Morning,*** *** purchased the "*** *** *** * ** *** *** *** ** ***" from our Mega Furniture Tempe location on March 8th, 2014, and signed her sales ticket agreeing to all refund, exchange and delivery policiesDelivery was completed on March 12th, and customer signed
that Mattress was delivered in good condition*** *** called us on October 31st, to inform us her mattress was "folding" and uncomfortableWe informed *** *** that for any Simmons mattress complaint, we set customers up with an inspection in order to authorize replacementsCustomer agreed, and we immediately set *** *** up with a mattress inspection for November 11th, 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 *** *** to inform her the mattress can be exchanged at our corporate warehouse for no charge*** *** wanted the exchange delivered, and we discussed the delivery policy as stated in the storeThis delivery charge was $100.00, and we discounted for *** *** to $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, we delivered a new mattress to *** ***, and *** *** took a look at the mattress before it was brought into her home, and declined delivery of the mattressTherefor, mattress was brought back to our warehouse. I spoke to *** *** on January 8th regarding her wanting a refundCustomer claimed the new mattress was the same as the mattress we delivered herI offered *** *** to re-select to a better mattress, and *** *** declinedAfter a lengthy conversation with *** ***, 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 notifiedCustomer agreed, and asked us to send her the mattress back to herI informed her there is a $re-delivery fee, and customer said she did not have the money to pay this at this time. The final conversation I had with *** *** was on January 9th, and the customer understood her exchange is authorized*** *** understood she is welcome to bring the mattress to the warehouse and pick up her new mattress for absolutely no chargeIf the customer wanted a delivery company to bring to her a third time, we discounted her delivery from $to $Customer understood, and declined delivery at that time. I contacted the customer again on February 5th and spoke to *** *** about her exchangeCustomer is very upset about not getting unlimited free deliveryI authorized one final exchange with no charge, and customer is set to have her mattress exchanged on Saturday 02/07/Customer understands that she needs to inspect the mattress when it is on her bed, and not in the truck*** *** expressed she is pleased with this outcome. Please feel free to contact me if you have any farther questions.
*** ***Customer Relationship ManagerMega Furniture LLC***

Good Afternoon to whom it may concern,I have been in contact regarding this customer's complaintThis customer visited our Mega Furniture *** location on 3/18/and looked at an advertised item that she liked, and wanted to know if we offered that table in a light cherry colorOur sales
associate did find an item in our database that was comproableHowever, at the time, we only had chairs of this color in stockThe customer decided to go forward with the purchase based on the model chair given. This customer came and picked up the table ordered on March 31st, 2015, and chose not to inspect the item while at the warehouseLater on that afternoon, this customer called us and stated the table was darker than she anticipatedWe verified the item she received was the same item she signed agreeing to purchase, therefor there was no clerical error on mega Furniture's partHowever, the table the customer did receive had no legs in the box. Based on this mistake made by the table manufacturer, I reached out to the customer on March 37th and offered the customer a full refund in exchange for bringing the table backCustomer dropped off the table on March 28th, and received her full refund the same day. I have apologized numerous times for the customer's delay in resolutionShe has stated she feels much better about her experience with us now, and may possibly purchase with us again in the futureIn addition, the store has been updated with new policy on how to sell items before the customer has viewed them. Please contact me if you have any more questons,*** ***Customer Relationship ManagerMega Furnture LLC

To whom it may concern at the Revdex.com: This letter is in response to the pre-mentioned matter.We would like to apologize for any inconvenience brought to the customer during this timeWe are sorry to hear that the customer is displeased with the handling of the issueThe
customer purchased a year warranty that covers an array of damagesUnfortunately, damage to the structure or to the frame is not one of the things that the purchased plan coversThe customer received a copy of the general terms and conditions of the protection plan upon registrationIn said document there is a list of damages the plan covers and exclusionsMega Furniture is not liable for any damages not covered by the protection plan.If you have any other questions or concerns, feel free to email or give me a call

To Whom it may concern and the Revdex.com, Mega Furniture sincerely apologizes for a simple clerical error made when mailing out this refundUnfortunately the item stayed sitting within our USPS business account at the post officeUpon receiving a note from our customer this morning, Mega furniture
contacted USPS and found out the minor errorOur representative has already physically visited the USPS location, retrieved the enveloped held in escrow, and was reassured the item will be resent with a confirmation delivery date of 11/12/The original check cut prior to this mistake is valid and inside of the new envelope. Again, Mega Furniture apologizes that we did not see this item being held in escrow by USPSI have emailed our customer the updated tracking number (and a copy of the USPS receipt for reassurance), and hope this resolves the unfortunate delay in her refund. Please feel free to contact me if you have any questions or concerns, Mega Furniture Management

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

Complaint: ***
I am rejecting this response because: I do not want a store credit of that amount and I was told I was going to receive a refund check for over $due to the fact that I missed days of workI do not wish to continue purchasing any items from the store or refer anyone elseI spoke with *** today and he has stated they are issuing me $store creditThat is not what we agreed upon.
Regards,
*** ***

I spoke with the customer today and let him know we placed an order for an exchangeThe items we have been receiving for him have been coming in damaged from the manufacturer which is out of our handsI let him know the earliest we will be exchanging the theater seat would be on the week of 12/
We have exchanged this item twice for this customer at no charge, he did not pay a delivery fee of $plus taxAlso, we have sent a service tech twice for both exchanges with the service tech fee of $waived as well

We apologies for any inconvenience has caused to this customerCustomer has bought the Sofa and Tables and we sent their delivery on February 2nd, When we were loading the truck we heard the cocktail Table (one of the Three tables Glass was Broken)And we have informed the customer at the time
of the Delivery that the Glass was broken and we would place the order for the New Glass and will ship directly to their house, the glass for this piece was ordered and since it was being backordered with Manufacturer they have not received it yetWe gave the customer a glass which was on the floor, so he has something for temporary useWe are expediting the order but that is out of our controlWe are the distributors not the manufacturersWe placed the new order for the Cocktail table and we tried to take care of this customer yesterday 3-10-2016, but unfortunately the glass was not the right size 9Manufacturer Error), We have tried our best to expedite and take care of this customer but it did not happenWe went ahead and placed the new order for the Cocktail table and we are expecting on 3/and also we placed the parts order and ship directly to their house and ETA for that is third week of MarchWe would be happy to compensate the customer with in store credit or a gift Card worth $Sorry for the InconvenienceWe will call and deliver the New table, when it comes in ThanksBill To: (Cust# 3502200) Ship To: Company: MEGA FURNITURE USA LLC *** ** Address: SUITE NE LOOP *** *** *** ** City: SAN ANTONIO PFLUGERVILLE State: TX TX Zip: Country: USA USA Phone: 210-659-*** *** Fax: 210-659-Order Information: PO #: T291-Ordered by: ** *** E-mail: Priority: Standard Ship Method: Ground Warehouse: Arcadia, WI Bill for: No Charge Comments: WKMARHN 2/Defect: missing Location: glass shelf Parts needed for: Item Number: T291-Serial #:000605410181744Original Order/C#:***Invoice #:***Parts: QtyPart #DescriptionPrice (USD)ExtPrice (USD)1R38292(-1)Glass inlay Tempered Glass18.00Bill To: (Cust# 3502200) Ship To: Company: MEGA FURNITURE USA LLC *** ** Address: SUITE NE LOOP *** *** *** ** City: SAN ANTONIO PFLUGERVILLE State: TX TX Zip: Country: USA USA Phone: 210-659-*** *** Fax: 210-659-Order Information: PO #: T291-Ordered by: ** *** E-mail: Priority: Standard Ship Method: Ground Warehouse: Arcadia, WI Bill for: No Charge Comments: WKMARHN 2/Defect: missing Location: glass shelf Parts needed for: Item Number: T291-Serial #:000605410181744Original Order/C#:***Invoice #:***Parts: QtyPart #DescriptionPrice (USD)ExtPrice (USD)1R38292(-1)Glass inlay Tempered Glass18.00 Mega Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Good afternoon. Mega Furniture exchanged the chair this morning with no additional issues. I do believe your
assistance is what helped get this issue resolved as I was unable to complete this request on my own after numerous attempts. Thank you.Regards,
*** ***

To whom it may concern, Here at Mega Furniture, we feel very empathetic for the situation our valued customer's are going throughHowever, as stated on their original signed purchase order, Mega Furniture only upholds the manufacturers warranty, at their digression*** 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 *** manufacturingIf the issue for our valued customers is their cushions, Mega Furniture can exchange the cushion cores for a firmer cushion densityThis should help eliminate, or decrease the source of uncomfortablyMega Furniture would be able to do this at minimal cost to the customerFor 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 operationWe 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-

There was a dispute through the financing companyWe spoke with the customer and *** finance and confirmed the terms were months no interestWe have received her merchandise, therefore if there is a cancellation the customer is subject to 40% restocking feeIf she wishes we can restart her
months no interest agreementMeaning, she won't have to pay interest for the month that has passed

Mega Furniture sincerely apologizes that we have not communicated more frequently with our valued customerThe Manager of the delivery department reached out to our customer on Saturday June 11th, and informed him the status of his loveseatMega Furniture has offered to reach out to our customer a
minimum of once per week to ensure he is informed of when we anticipate receiving the loveseat from the manufacturer. Please feel free to contact me if you have any questions or concerns. Best Regards,Mega Furniture Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever if the replacement is not satisfactory I expect a full refund.
Regards,
*** ***