Mega Furniture

Dear Customer, We appreciate your patience to resolve the issuesUnfortunately there was a delay from the manufacturer side, to deliver the partsWe have received the parts for your order today, June 19thAs soon as we received them, we gave you a callYou have confirmed we will be picking
up your sofa and love seat and delivering a loaner on Saturday June We will expedite the frame exchange for your sofa and love seatAs soon as the exchange is done, we will be delivering to you and also picking up the loanerOnce again, we apologize for all the inconvenience

To whom this may concern, I sincerely apologize if there have been miscommunicationLet 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 chairWhen I spoke to Ms*** 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 soonerI am sending the Revdex.com a copy of the shipment of Ms***' replacement armless chair to show that Mega Furniture did not lie to her about the arrival of her itemWe tried to get it to her as soon as the manufacture would ship itThis shows we ordered the item immediately on March 30th, and *** *** 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 incompleteMega Furniture replaced everything we could (based on stock), and repaired her armless chair to be functional while waiting for the replacementEver 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 concernIn addition, we refunded $on April 4th to Ms*** as a discount to her sectional.I would also like to address the claim that we gave her "used" merchandiseOccasionally, merchandise arrives to us from the manufacturer with small cosmetic flaws, i.eScuffs and scratchesOur technicians take care of these before the deliveries to customersMs*** noticed one small scratch smaller than one inch long, which had been repaired prior to her delivery, and claimed the item was usedMega Furniture offered to bring her a different one, since she was unhappy receiving a repaired oneWe complied completely, without hesitationTherefor, 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*** on many occasions, including January 31st, February 23rd and March 30thI 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 herShe 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*** and arranged the delivery of her armless chairI asked if this completed everything, and she said yesI scheduled this exchange for Monday May 18th, and there was no discussion of refunding moneyIt 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 upI asked about why she scheduled the delivery with me two days ago, and she said that "after thinking about it", she wants a full refundI tried to explain that this is a conversation that her and I should have had 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 $is open to Ms*** for days from the date of offer, and expires on June 16th, We will not be charging Ms*** for picking up her furniture, this would be at the expense of Mega Furniture. If you have any father questions, please contact me directly,*** ***Customer Relationship Manager###-###-####

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 damagesThis 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,***CS Manager

To whom it may concern, and the Revdex.com, Mega Furniture sincerely apologizes for the delay in receiving our customer's chest from the factoryMega Furniture attempted to correct this delay by refunding our customer $for her delivery on April 15, This refund was
submitted directly back to the financing company used for our customer's purchaseI reached out to Progressive financing this morning, and they have offered to reach out to our customer and provide her a statement that shows the refund was accounted forI sincerely apologize if one of our representatives misspoke and used the word check, as all refunds are processed in the same method of payment at the time of purchase. In addition to refunding the delivery fee, Mega Furniture also delivered the aforementioned chest at no charge on May 13th, 2017, and the item was signed for in good condition, with no damages claimed laterI reached out to our customer this morning July 17th at 9:am and left a message to please call me back if she has any questions about her refund processed in April, or about her check which was delivered. Please feel free to contact me if you have any additional questions or concerns.Best Regards,Mega Furniture Management

Hello, We have contacted the customer several times for the delivery and customer was not ready for it as she was moving from HoustonShe has to wait and finally she has come in to the store month later and said that I want to change my order as I decided not to get the one's which we bought
earlier, though all her stuff already came in, we have not charged this customer anything for the cancellation of her first order and reselection for a other items, and later we said it would take around 3-weeks to get the order in due to holidaysAfter which we tried several attempts with the customer and she refused to get the delivery, and not accepting the Delivery, We have both the orders for this customer and we are ready to do the delivery, We can schedule the delivery whenever the customer is ready forWe cannot cancel the order as those are special order and they cannot be cancelled, There are two orders that has been cancelled by the customerWe have made attempts to call the customer in the late December and Early Jan to Schedule the Delivery but we have not got any response to it Please let us know when they are ready for the Delivery and we would be more than happy to deliver the furniture

Good afternoon,Here at Mega Furniture we take pride in the quality of our merchandise, and we strive for excellent customer serviceMr*** visited our Mega Furniture Goodyear store on November 30th 2014, and purchased a collection of furniture from usCustomer agreed to our refund and
exchange policy at this time (attached)Mr*** received his delivery on December 6th, 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 seasonIn 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***' scheduleWe reach out to Mr*** 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.comI offered Mr*** an in store credit of $to cover the delivery of his next purchaseI also informed customer we can have the furniture out to his home by the end of the week 01/10/Customer has declined the delivery of his foundation and the $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 $to his *** financingMr*** declined this option as well, however, he understands they are still available to him at this time. We apologize for any misunderstanding or communicationWe look forward to doing right by this customer and rectifying the situation. Thank you,*** ***Customer Relationship ManagerMega Furniture USA###-###-####

At this time, I have been contacted directly by Red Eagle Furniture regarding complaint ID ***, however my complaint has NOT been resolved because:
"margin: 0in 0in 10pt;" class="MsoNormal">We contacted the *** *** We have been using a floor model love seat that was supposed to be replaced with a new one when our recliner came in He did order us a new recliner after we told him we would have to take him to courtThe loves eat came in to the store and he sold it to someone else He then told us when the recliner came in that he would deliver it in weeks on a Saturday I called the Friday before to get an approximate time of delivery and he said he never told us he was going to deliver it We picked it up and brought it home to discover that it was a different recliner that didn't match the used love seat we have I asked the *** *** to order the correct recliner and he basically told me that he is done doing anything else for usI now have the recliner and used love seat that don't even match The *** *** said that we ordered it that way We are at a loss - $worth.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To whom it may concern and the Revdex.com,This is a duplicate complaint from the same customer for complaint ID ***. Mega Furniture sincerely apologizes for the miscommunication with our delivery departmentI have contacted our customer today and informed her we are currently
waiting on these replacements to arrive in stock, and Mega Furniture will be replacing her AMC Troy Sofa and AMC Troy Loveseat once we have received them in stockOur customer has expressed she is pleased with this, and I offered to touch base with her again in one week to try and have a better estimated date of arrival for her replacements. Please feel free to contact me if you have any questions or concerns. Best Regards, Mega Furniture Management

To whom it may concern and the Revdex.com, This valued customer visited Mega Furniture and purchased his Kian sectional on 11-30-The item aforementioned comes with a one year warranty from the factory, and at the time of purchase, our customer was informed in his contract that Mega Furniture
only upholds the manufacturer's warrantyIn addition, our customer purchased a 5-year accidental protection plan for cosmetic damagesGBS, the cosmetic protection plan, mailed a letter to this customer outlining coverage on 1-15-Our customer first reached out to Mega Furniture regarding these specific damages on 2-22-2017, and was then informed by Mega Furniture that his manufacturer's warranty has been completed, but this item is still in production, and Mega Furniture is able to make parts available for purchaseI am unsure if our customer is referring to Mega Furniture in specific when he states we have not communicated back with him, or have ignored his inquiriesI am uploading multiple email correspondences with our customer offering him parts and services for hire if he chooses to purchase the repair of his furniture. Mega Furniture offers full transparency at the time of purchase when it comes to our warranty processMega Furniture is willing to assist our customer outside of his warranty period, and are also willing to make our technicians available for hire, which is not standard for a retail companyMega Furniture has upheld this manufacturer's warranty inside of the warranty period, and we appreciate our customer's communication and patronage.Please feel free to contact me if you have any questions or concernsBest Regards, Mega Furniture Management

We take pride in our Delivery Team & Customer ServicePlease find attach the copy of the Delivery Receipt and the Pictures of the Merchandise being Delivered to the CustomerWe do a follow up call with the Every customer about the delivery and this customer has given the good rating on the DeliveryWe are not saying that we will not going to take care of the Customer, What we need to do is we need to go out and Fix the Bed, The Bed has no Damages other than Some issues with the Assembly and One small little ScratchWhen the Customer Reported this to our Store Manager in Austin, My Manager has sent one of our Warehouse Helper to Assemble the Bed, But the customer refused him to do it and Started using the Abusive language with him as well as with our ManagerMy Warehouse Personnel left the customer's House without fixing as the customer doesn't' want it fixed, They want to get the Refund, This is a special order item and We cannot cancel the orderCustomer has not even gave a chance to Fix itIn order to take care of this situation we need to send our Tech and evaluate the Problem and we will advise them what can be done to it. We will make sure the bed will be assembled and the minor scratches can be repairedIf the customer Doesn't allow us to come and take a look at the problem then there is no way we can fix the IssueIf the customer still want to cancel there will be a 40% Restocking fee and Delivery fee is non-refundablePlease Advise. We want the customer to be happy and we will assure that we will fix the issue. ThanksMega Furniture

Good Afternoon,Here at Mega Furniture,we strive for quality furniture at affordable prices, and quick responding customer service. Mrs*** visited our Mega Furniture *** *** location on August 11th, 2012, and based on her and her spouses preferences, we were able to match her with the
furniture she wantedCustomer purchased on August 11th and signed her sales receipt agreeing to Mega Furniture's warranty policy, as well as refunds, returns and exchanges policyMrs*** also chose to purchase the G.B.SExtended accidental warrantyMrs*** sales associate is no longer with the company to discuss this miscommunicationHowever, on her signed sales receipt, it is described as a leather warranty only. I have contacted G.B.S., and G.B.Shas confirmed with me that there was a detailed warranty description postal mailed to the address on file to the customer's home (same address provided to ***)This was postal mailed out within days of purchaseG.B.Sis going to resend an additional warranty description to the Mrs*** address to make sure this information is readily available to Mrs***. On February 7th 2013, we received a phone call from Mrs*** that her pull handle was broken Customer was informed a service appointment for her location could take 4-weeks based on her address being outside of a mile radiusWe waived the transportation fee as a courtesy for Mrs***. On March 8th 2013, I (personally) called the customer to schedule her for a technician appointment the following week, and received no reply back/return phone callTherefor, the appointment was rescheduledOn April 12th I called the customer to schedule an appointment for the following week, and no return phone call was madeCustomer was therefor rescheduledI attempted a third time on April 26th, to schedule Mrs*** for a service appointmentFour phone calls were made, and no response was receivedDue to no response after three attempts to schedule, the service was postponed until customer called in and notified us of her availability.Mrs*** manufacture warranty was for months and has since expiredHowever, since we already have Mrs*** replacement pull handles here in stock, I am willing to offer these to Mrs*** at no chargeI contacted Mr*** *** on January 12th, and he has accepted our offer for these pull handles without chargeMr*** *** has also expressed additional furniture issues with me, and I have agreed to try and resolve this issue despite the expired warrantyMr*** *** has agreed to this.We apologize for the miscommunication, and Mega Furniture recognizes our customers are our most important aspectI look forward to resolving this complaint, and any other issue Mrand Mrs*** have. Thank you,*** ***Customer Relations ManagerMega Furniture LLC

Dear Customer/Revdex.com,We apologize about the whole situation, We were expecting a Container from Overseas and for some reasons the container got delayed and we are expecting this container to reach our door in the First week of November (which 7-days from Today), as soon as we get them in our
possession we will go ahead and deliver the Sofa to the Customer as this is completely out of our hands, We are doing everything possible from our end in order to take care of our customers, We are terribly sorry about the delay on this product and we will deliver the Same or next day as soon as we receive them.We truly appreciate your business and sorry again for all the inconvenience.Thanks Mega Furniture

We have a month warranty which policy states there cannot be any claims after the yearSince it was delivered months ago we will honor the warranty and send out a service technician to evaluate the damagesOnce we receive the report we will get with the customer and see what we can do

Mega Furniture sincerely apologizes that this reversal took longer than expected for our customerI was informed this refund was processed over days agoIf our customer has not yet received the funds in her account, I would advise she please contact her banking institution. We appreciate
our customer's patience and communication, and look forward to seeing her again in the future. Best Regards, Mega Furniture Management

To Whom it may concern,I Have taken the information given, and reviewed our stance on this customerI reached out to *** protection plan and asked about their procedure for taking care of their customersI then spoke to the customer, who requested we follow the warranty policy since that is what was paid forTherefor, Mega Furniture has offered Mrand Mrs*** and in store credit for $to reselect a completely different sectional, and complete their warrantyMr*** has expressed that he is pleased with this compromise, and will be discussing this with his wife in the next few days. At this point, Mega Furniture believes we have reached a comfortable compromise, and look forward to getting new merchandise in Mr***'s home. best Regards,*** ***Customer Relationship Manager###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ** ** *

To whom this may concern,This customer *** visited our Mega Furniture Metro location on June 28th, and purchased furniture according to his preferencesAt the time of purchase, customer signed our refund, return, and exchange policiesThis customer received delivery on July 1st,
2014, and signed that his merchandise was received in good condition, and he would not claim delivery damages later. We first had communication from customer *** on July 12th, 2014, in which customer stated his reclining chair did not feel levelBased on the customer's description of a recliner that is meant to rock/glide/recline, we requested photographs to assess the situation. We received photographs on July 15th, and based on the pictures the customer sent (please see attached for Revdex.com review), the recliner was working properlyWe tried explaining that what the customer was referring to was caused by a gliding recliner that leans backHowever, the customer claims that This recline was not normalTherefor, to ease the customer's concerns, we decided to replace the entire internal mechanism, at no charge to the customer. Customer was scheduled for an appointment for August 4th, and customer confirmed the appointment, but there was no answer at the doorWe finally were able to reschedule for August 30th, and our technician exchanged the entire mechanism for this customer. After this appointment was complete for the customer, he continued to call stating it leaned too far backWe consulted the manufacturer of the furniture, as well as our technician, who stated this item was repaired completely, and even made a note that the previous mechanism was not damaged in any wayWe attempted to describe to our customer the proper way to use a GLIDING recliner, and he insisted we refund his moniesAfter discussing that he agreed to our refund policy, I did continue to offer a technician if something were to ever manifest from use, but customer would not agree. The last communication we had with customer *** was in November when he continued to ask for us to refund his monies, or replace his chairThe manufacturer had declined the claim because this merchandise was confirmed to not be broken, and the tipping is caused by misuseThis recliner is a gliding recliner, exactly like the model in the showroom, and therefor it will lean back farther then a standard rocking chairThe customer does not accept this. At this point, Mega Furniture did offer the technician at no charge, and replaced the entire internal mechanism at no charge as a precautionThe technician has deemed this merchandise is in working condition, and we have tried to explain to customer *** how to properly use this furniture so that it does not tip. In regards to the loveseat, this is the first communication I have had regarding thisI have contacted all numbers on the account and left multiple voice-mailsMega Furniture is happy to offer a technician appointment at no charge to discuss his loveseat, and even take another look at the chairIt is our wish that customer *** enjoys his purchase, and that we ensure his merchandise is still in good working condition as long as the warranty is in effect. If you have any farther questions, please contact customer service. Best Regards,*** ***
*** *** ***
***

To Whom It May Concern:Mega contacted customer to offer a solution, customer agreed to our offerWe will replace both sofa and footboard and will keep in touch for delivery date.For any further questions or information, please contact me directly.Thank you,CS ManagerMega
Furniture###-###-####[email protected]

We apologize for any inconvenience this may have causeThere was an unexpected delay on the furniture from the manufacturer which is out of our handsWe apologize for the runaround you received in regards to your furnitureAs soon as we received your furniture everything was delivered in good
condition

Complaint: ***
I am rejecting this response because:
I am rejecting this response because: I've been hearing these excuses for months nowThey refuse to ever call me with updates which shows lack of concernI am the only one who calls them and continue to get the same responsemore weeksSo I will wait and see what happens nextAs of this week, we are in Florida until Monday morningBut I've still not even heard from them regarding any deliveryTime will tell. Regards,*** ***