Mor Furniture For Less

Review: I bought a full bottom and twin top bunk bed plus a full size 6 inches mattress for the bottom bunk. The mattress that was delivered did not reached 6 inches and was flimsy compared to the firm strong cushiony one shown to me at the store. I tried to talk to the sales representative that sold me the bunk bed plus his manager right after the mattress was delivered, they told me to let the mattress fully take it form. Two days after and the mattress is still as flimsy and thin, but they said all sales are final and would not let me return the fault mattress that was sold to me. When I lay on the mattress I could feel all the wood planks that were underneath and its giving me a backache.Desired Settlement: Please help me return this mattress that is health hazard to me and get my money back. The mattress is costing me 275.00 plus tax, which I can't even sleep on.

Business

Response:

June 18, 2013

Revdex.com

4747 Viewridge Suite 200

San Diego, CA 92123

Re: [redacted]– Case #[redacted]

Dear [redacted],

First, I would

like to apologize for any inconvenience we may have caused [redacted]. It is always our goal to ensure that our

valued customers have a positive experience with us.

After receiving

your letter we contacted [redacted] in regards to her mattress situation and we

have agreed to schedule a pick up of the mattress and process a refund this Saturday June 22nd , it is my

understanding that [redacted] feels the matter has been resolved.

Once

again, I would like to apologize for any inconvenience we may have caused [redacted]. If I can be of

further assistance, please do not hesitate to contact me at [redacted].

Sincerely,

[redacted]

Distribution

Manager

Mor Furniture – [redacted] Warehouse

Review: We were supposed to receive a Luxury firm Easter King size mattress today, June 12, 2013, Wednesday. The mattress was smaller and not the right size. The delivery personnel stated that it will be delivered same day later on and we will get a call from them. After about 4 hours, I decided to give them a call since I haven't heard from them. For the last 3 days, we've been sleeping on the floor. We were expecting everything will be delivered today. But it wasn't. So, I called Mor furniture at 1-866-466-7435. I talked to a lady on the other line, and surprisingly, she told me that the mattress is not available in [redacted], and that it has to come from San Diego, CA. She added that the earliest it can get here is Sunday, June 16, 2013. Since this is their mistake, I politely asked if we could get a mattress that we could sleep on temporarily until Sunday and wait for the original mattress that was ordered. She flatly said, "No, we can't do that". Then I was transferred to a manager named [redacted]. Since he claimed he's the "manager", I politely asked if he can send me a mattress for the meantime until Sunday. He replied, "I can't do that". I thought managers have the power to make mistakes make it right. So I asked what do I do since we've been sleeping on the floor for the last 3 days. He offered me to come in to the store before 5:00 pm today (deadline) so he could give me the equivalent size but not the same luxury features. Just got off work and I can't come in to the store. Then I asked why can't I get a temporary mattress until Sunday, and I got the same response. At one point this man called me a "dude" and said, "Do you want to be helped". Very arrogant and disrespectful. This individual is not deserving to be a manager. He badly needs some customer service training. I do have the impression Mor furniture has the wrong people employed in this business. In short, I just let it go and wait for the mattress be delivered on Sunday. I guess we will be sleeping on the floor for another 4 days.

ADDITIONAL INFORMATION FROM CONSUMER:

This is a follow-up on the first complaint earlier today, Wednesday, June 12, 2013. My wife called Mor furniture and decided and agreed that Mor will deliver an "upgraded" mattress to be delivered today at 7:30pm. She talked to [redacted] on the phone. I thought this was a relief for us since we don't have anything to use to sleep for tonight. To my surprise, when they delivered the mattress, it's still NOT the right fit. It is longer but not wide enough that you see the side of the box spring uncovered. My wife was there to witness the discrepancy. Even the delivery personnel from Mor furniture couldn't believe it. Twice in a row, 2 mistakes were made in just 1 single day!! So, they have to take the mattress and send it back. As promised, they said they will call us tonight and let us know. Hopefully, they said delivery will occur by tomorrow. Whatever excuse Mor comes up with, I say someone is not doing their job. I said to myself if I were in charge of this transaction and I found this out, heads would roll and pink slips would be issued immediately. As I said earlier, we've been sleeping on the floor for the last 3 days, we paid a hefty price for this furniture, we've been inconvenienced for most of the day not to mention dealing with an arrogant and disrespectful "manager" named [redacted]. (please refer to my first complaint earlier)

I would like to have a 50% reduction in price (refund the 50% we paid) plus a replacement "upgrade". Deliver the right size of mattress as soon as possible and notify us upon arrival. Anger is indescribable. Rage is what we feel right now. As a result of this negative experience, I would not recommend Mor furniture store to any of my friends and relatives. I would discourage anyone from buying at Mor furniture. I hope the CEO of Mor furniture is listening and reading this complaint.

Desired Settlement: Since we were inconvenienced so bad, and we had to deal with a very arrogant and disrespectful "manager", and we've been sleeping on the floor for the last 3 days, we are requesting a Replacement upgrade. We paid a hefty price for this luxury furniture that we ordered. Mor can do better. Mor knows better. We deserve a better deal.

Business

Response:

June 21, 2013

Revdex.com

4747 Viewridge Suite 200

San Diego, CA. 92123

RE: Case# [redacted]

Dear [redacted],

First, I would like to

apologize for any inconvenience we may have caused [redacted]. It is always our goal to ensure that our

valued customers have a positive experience with us.

[redacted] purchased furniture

from our [redacted] showroom June 8, 2012 and received his purchase a few days

later. Unfortunately the mattress that

[redacted] purchased was mistagged twice.

We have since delivered the correct mattress to [redacted] and have

offered [redacted] a $200 gift card. [redacted] is satisfied with our offer.

Once

again, I would like to apologize for any inconvenience we may have caused [redacted].

If you have any further questions,

please do not hesitate to contact me at [redacted].

Sincerely,

Operations Manager

[redacted] Warehouse

Review: March 16, 2014 I visited Mor Furniture and was greeted by a sales person named, [redacted]. She was very nice and asked me what I was looking for. I explained that I was shopping there because of their advertisement on TV, offering "no tax, free delivery and no interest until 2017" and I needed to purchase a sectional sofa. She showed me a few sectionals and then showed me one that was pretty much what I was looking for as well as priced nicely. I have pictures of the item as well as the signs that were placed on the ottoman and behind the couch, showing the price for the sectional, the sectional and ottoman, and the sectional, ottoman and chair. The sign also said "Price Buster" on it.

I took pictures of the sofa and the signs as well as other items in the store to take home to show to my husband. [redacted] had me fill out a credit application since I was interested in financing the purchase. After all the "interest free until 2017" was one of the reasons I was shopping at this particular store. I filled out the credit application and walked around the store until [redacted] checked back with me to let me know that I was approved for $8,100 credit line. I told [redacted] that I would be back with my husband around 6:30 that evening. When my husband and I went back to the store, [redacted] greeted us but was involved with another customer so she said that she would check back with us.

I took my husband and showed him the furniture and he liked it. When we checked in with [redacted], we told her that we wanted it and perhaps a recliner as well. She showed us a couple of recliners and then went back to the other customer. We decided to not purchase a recliner but did want the sectional sofa and told [redacted] this and she sat down with us at a desk with a computer on it. She told me that the cost of the furniture with the fabric spray and fabric warrantee would cost $1,090 and I was satisfied with this price. [redacted] then handed me a sales invoice and drew lines on it telling me to sign and initial on those lines. I immediately saw the price was over $1300 and then noticed that there was tax and delivery charges on the invoice.

When I asked her about this, she told me that the "Price Buster" furniture doesn't qualify for the advertised special because it is already marked down $300. When I told [redacted] that there was no other pricing showing that the price was a marked down price, she insisted that there was another price "on the back of the displayed price". She said that since the price was already $300 lower on that item they couldn't include it in the advertised special but that we could pay full price for the item and then not pay the sales tax and delivery, but that would then be about $90 more than what she was offering us. I told her that the sign on the item was clearly $999 without any mark downs showing and the advertisement didn't specify anything that was not included in the advertisement and I expected that I was going to get the sectional that I wanted under the advertised special that she knew I was specifically shopping for.

She said, "I know that this looks like a "bait and switch" but it isn't because you are still getting it for $90 less than you would if you paid full price for the sofa." I told her, "The price that is shown is the full price as far as I was concerned because there is nothing indicating to anyone that the couch was marked down at all. I ended up walking away from the sale and with a VERY bitter taste in my mouth. I also went back to the sofa and took pictures of the signs that were displayed and I have those if you would like to see them. This IS, in my opinion and the sales clerk's words a "BAIT and SWITCH" attempt and ALSO false advertising.Desired Settlement: We want to purchase this sectional sofa.....we want Mor Furniture to honor their advertisement.....we want the free delivery and no tax that was advertised and we want Mor Furniture to admit that this particular sectional sofa was not shown as a "mark down from a higher price" and I can and will prove that in my photos I have taken. And if Mor won't honor their advertisement, I want them to close my credit account and contact the credit reporting agencies to take the "ding" off of my credit score for checking my credit for the account.

Business

Response:

Review: I purchased several items for a new home in April 2014. I was VERY clear with the sales associate that I was furnishing a new house and needed to buy several items. I even bought one pillow and was chatting with him about whether it would work or not. He never once mentioned to me that there was a no return policy. I was told that once the items were delivered, if there was a chance something didn't work, I could refuse and send it back with the delivery guys and get a refund. All was good. Then I was told one of the items(meadow dresser) I requested couldn't make the shipment in time to be delivered on the agreed date. So annoying but picked up anyway(after renting a UHAUL). I wasn't told that by doing that any of my terms had changed. When the other items were delivered two days later, the dresser was still in the box and I told them that it wasn't going to work. They said to just call the store and create an invoice and they could pick up next day. I called my sales guy and he was no where to be found. Spoke with floor manager and he said he would speak to sales guy and would work something out. Of Course I never heard anything back. I left two messages and finally talked to another manager who told me that since I picked up the dresser, it was not eligible for return. He said once it was removed from the box(which is wasn't), they could not take it back. He then proceeded to tell me all furniture stores do that which I found offensive since I do this for a living and a majority of other stores let you return furniture( costPlus, costco, and ANY mattress place). I understand that every store has to to have a return policy, but Mor never explained to me what theirs was and then their customer service was terrible. Now I'm stuck with an extra $1000 dresser and no place for it.Desired Settlement: I want a refund credit for the meadow dresser and mirror which is $1000. I opened a line of credit through Mor's(Wells Fargo).

Business

Response:

July 1, 2014

RevDex.com

Ms. [redacted]

4747 Viewridge, Suite 200

San Diego, CA 92123

Case ID#[redacted]

Customer Name: [redacted]

Dear Mrs. [redacted],

First, I would like to apologize for any inconvenience we

may have caused Ms. [redacted]. It is always

our goal to ensure that our valued customers have a positive experience with

Mor Furniture.

Mor Furniture will honor the return of her dresser and

mirror. Ms. [redacted] indicated that this will resolve this matter.

Once again, I would like to apologize for any inconvenience

we may have caused Ms. [redacted]. If you

have any further questions, please do not hesitate to contact me at ###-###-####.

Sincerely,

Customer Service Manager

Mor Furniture for Less

Review: We bought a couch a year and half ago and the couch has springs popping out AGAIN. We bought a couch previously from them and the same thing happened. We bought a warranty with the new couch and they said that would cover this issue if it happened again. The warranty does not cover this and we are stuck again with a couch that we can not sit on.

Business

Response:

Review: I have had constant issues with MOR. I am on the 3rd time replacing my couch, every time it has been delivered to the wrong address, a address in [redacted] even though the address was changed every time the problem happend. The sectional love seat keeps breaking as well, the techs never record or have any info about their visit or what they said on the couch needing to be replaced, I even had to go into mor in [redacted] and argue about the thing being replaced this time even though I purchased a warranty.

Now back to the delivery. The couch was supposed to be here on 1/11/15, I get a call saying no one is answering, then find out they are in [redacted], and told they can not deliver tonight, which I do not understand because here it is 8:15 pm on 1/12, and my couch was PROMISED to be here at 7pm by customer service and the warehouse manager on the phone, yet apparently they have 3 more stops, are in [redacted], and wont be here untill near midnight.

THIS IS RIDICULOUS! Constant broken promises by this company that has wasted my time, I will most likely be asleep when they can come here, because I work early, the reason I was to have it delivered on the WEEKEND. When you are told something it should happen, not just be lied to to get the person off the phone.Desired Settlement: I deserve money off on these couches, constant issues, constant problems, constant couch breaking, constant delivery issues and to the dang wrong address over and over again. A monkey could handle things better. Im tired of being lied to by mor customer agents.

Business

Response:

Review: On May 18th I purchased a leather chair that wasn't stitched properly in one spot. I was ok with that. I asked if that was all that was wrong with it and was told that appears to be it. I took it home and sat in it that night and the lounge chair's back broke. I called the [redacted] store where I bought it to see if they would repair it since it broke in one day and was told they would not because it was sold as is. If I knew ahead of time this chair was cheap junk I wouldn't have bought it. I was under the impression that the only flaw it had was in the stitching. All I asked for is for it to be repaired. I called corporate office to speak with the ceo [redacted] to let him about the quality of furnitue he is selling and to see if he would fix it. The receptionist, [redacted] would not let me talk to him. She said she would have some else call me. That was on 5-21. Nobody has calledDesired Settlement: I would like the chair to be fixed or replaced.

Business

Response:

July 3, 2013

Revdex.com

4747

Viewridge Ave Suite 200

San Diego, CA 92123

Dear [redacted]:

I received your letter from our customer

[redacted]. First, I apologize for

any inconvenience this matter may have caused.

It is our goal to provide exceptional service to our customers and it

appears we may have failed to do so in this case.

I have reviewed [redacted]’s invoice and realized that he

actually purchased a damaged item from our

clearance area. This product is sold “As

Is” (as his invoice states). In the

interest of customer service, we would like nothing more than to attempt to

repair the item to the best or our ability.

If [redacted] will simply return the item to the nearest Mor

Furniture service center we will do our best to satisfy his concerns.

Sincerely,

[redacted] Group Manager

Mor Furniture For Less

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 for the business to perform this action and, if it does, will consider this complaint resolved. I would like to know if the people at there store are aware that the chair is coming back for repair? Do I need to contact a certain person at the store?

Please let me know.

Regards,

Review: My wife and I purchased a gel mattress and the motion/lift platform base at the same time. The salesman, [redacted], and the Sales Manager both told my wife and I that we could return the items within 120 days. At no time did they specify that I could not return the platform and that the sale was final. We also were not given any papers indicating this. It was ONLY when we returned to the store to ask that the platform be returned and that we wanted to exchange the mattress for a regular one that we were told we could not return the platform. We were willing to purchase another regular bed and box springs in place of the gel mattress and platform. The Sales manager stated then that the platform could not be returned but they could switch out the bedding. My wife and I were NOT TOLD prior to the purchase that we could not return the motion platform and we did NOT receive, sign or agree at any time that the sale was final. Had we known that this very expensive item could not be returned, we would NOT have made this purchase. My wife called Customer Service and spoke to [redacted]. He told her the platform could not be returned and that it was Serta's policy and not Mor Furnitures policy. We were not told that at the time of purchase. I received a call from a [redacted] at Mor Furniture customer service. He gave me the same story and refused to take the items back. I feel Mor Furniture has misrepresented the sale and did not follow through with informing us of the complete rules and stipulations of returned items.Desired Settlement: I would like the store to pickup the bedding and platform and issue a credit to the Wells Fargo account that was opened for this purchase.. We will gladly keep and pay for the sheet set and pillows.

Business

Response:

July 25, 2013

RE: Case# [redacted] – [redacted]

Dear Mrs. [redacted],

First, I would like to apologize for any inconvenience we

may have caused Mr. [redacted]. It is

always our goal to ensure that our valued customers have a positive experience

with us.

I called Mr. [redacted]

on July 13th and arranged for him to switch out his mattress for one

that was more preferable for him. We also switched out the adjustable bases for

his Icomfort mattress. We understand

that we did not set him with the proper expectations during his sales process

and for that we are deeply apologetic.

We also refunded Mr [redacted] the full difference between the two mattress

purchases. We have credited him $4,546.17 towards his Wells Fargo Finance

account.

Once again, I would like to

apologize for any inconvenience we may have caused Mr. [redacted]. If you have any further questions, please do

not hesitate to contact me at (866) 466-7435.

Sincerely,

General Manager

Superstition Showroom

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was accepted by me and is satisfactory. The business has already changed out the mattress and base and refunded the difference to the account so I consider this matter closed.

Regards,

Review: I ordered extra cushions and coverings for a couch. I was told they would be delivered in five weeks and it took nine. Additionally the cushions arrived with no coverings which I ordered. I was then told the coverings were never ordered and I would need to pay 113 more dollars. No one could explain why this was. Nor could anyone explain why the order took nine weeks. Also the utter apathy demonstrated was appalling. Not once did anyone offer to smooth it over in any way. The attitude was simply too bad and give me your credit card information. I was offered in store credit which was useless given that I have no intention or desire to buy anything from More. They care nothing about customer service and it is obvious all they are focused on is getting my money with no othernconsideration tobthier screw ups on my order.Desired Settlement: An apology and a discount would have been nice. But no. When I asked about the discount I was given a well rehearsed answer of all the money goes to the manufacturer. Really. Please. Wetherbthat is truenor not does not matter.

Business

Response:

Review: 3/9/13 went to mor furniture got financed ...was told no interest for 12 month....called 4/15/13 to see who I make payments to ... No one at the store know who later that day received email from finance company ... was looking through papers ...27% interest and my signature was forged... 3/9/13 was told by sales rep I can take center piece of sectional Monday 3-11 the rest was to be in... called not in.. was told by warehouse rep would have remaining in wed 3/13... but closed on wed.. finally 5 days later I got all my sectional... and NO one offered delivery..charge waived..does add not say "same day free delivery**if items in stock"Desired Settlement: no quite sure

Business

Response:

May 31,

2013

Revdex.com of San Diego

4747 Viewridge Ave, Suite 200

San DiegoCA 92123

Re: [redacted]

Case# [redacted]

Dear [redacted],

First, I

would like to apologize for any inconvenience we may have caused Ms.

[redacted]. It is always our goal to ensure

that our valued customers have a positive experience with us. It seems as if we

fell short this time.

I contacted

and spoke with Ms. [redacted] and discussed her concerns in detail. I assured Ms. [redacted] that we sent her

signature electronically via our network for [redacted] and did not in

fact sign for her. I made sure she recalled sitting down with her salesperson

and authorizing us to check her credit through that finance company. She agreed with that premise and we were able

to move on to the next point. It was

also her concern that she was being charged interest based on receiving

documents from the finance company and speaking with them. Although the account has since been paid off

by Ms. [redacted], I assured her that the terms were 12 months no interest with

minimum payments and had she paid the full amount of the purchase during that

term as well make the payments on time, she would have incurred no

interest. She understood and we were able

to agree to that point as well. Ms.

[redacted]’s last concern was in terms of how soon she was promised she could get

the furniture as opposed to when she actually got it. Due to a late arrival of our shipping

company’s truck, we were unable to have the furniture arrive on the day that we

had indicated.

For her

trouble and cost incurred of renting a furniture pickup service, I have

authorized a gift certificate in the amount of $100 to be sent to her in her

name for future use in our store. Ms.

[redacted] was happy with that resolution as well.

In closing, I regret any issues or miscommunication that our guest Ms.

[redacted] felt, and am glad that I was able to address and remedy her

concerns. At Mor Furniture, we try our

very best to provide World Class customer service and an enjoyable experience in

our [redacted] Showroom.

Sincerely,

General

Manager

[redacted] Mor Furniture for Less

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.

To whom ever it may concern, Did a complaint on Mor furniture in May. Manager contacted me offering gift cards and apology. I have not received gift card. Im sorry I don’t have the cases number.

Business

Response:

August 1, 2013

Review: I bought a couch set from Mor Furniture's [redacted] location back in March. Initially we were extremely happy with our purchase.

After having our couch for three months, the seams split on our ottoman. We called into Customer Service and they sent out a rep to look at our ottoman. They ended up delivering a new one due to the number of splits in the seams.

At the end of October, we had to call Customer Service again due to splits in the ottoman again and on two different portions of our couch. Pictures were taken and after two weeks, my husband called in to find out what the hold up was.

He was informed that because we had a dog and he sat on our couch, our warranty was VOIDED. The warranty states NOTHING about being voided because our dog sits on our couch. The dog hair on my couch has nothing to do with the seams splitting.

We are having Thanksgiving at our house and I have no place for my company to sit because my couch has tears throughout it.

I am also still paying on this piece of crap too and your company will not help us.

I want my money back on our couch and to return my couch set. I will just take my business elsewhere since Mor Furniture CANNOT take care of their customers.Desired Settlement: Since our couch is defective and we continue to have this problem, and since I have not had this couch for a year and are still making monthly payments for it, I want a refund. I am more than happy to return this couch so I can get my money back. I will NEVER shop with Mor Furniture again.

Business

Response:

November

15, 2013

RevDex.com

RE: Case# [redacted]

Dear [redacted],

First, I

would like to apologize for any inconvenience [redacted] may have been caused. It is always our goal to ensure that our

valued customers have a positive experience with us.

We have called the guest and offered her an

exchange for the 3 pieces in question. The customer accepted the exchange

and indicated that the matter has been resolved.

Once again, I would like to apologize for any inconvenience

in this matter. If you have any further

questions, please do not hesitate to contact me at [redacted].

Sincerely,

Operations Manager

Review: We bought a day bed for $273,78 with Guardsman Protection. The day bed broke within 6 months because of the poor quality and we contacted them to ask if they could replace the product but they discontinued the furniture. So then we've been asked to call the Guardsman protection and asked them if they could fix the bed for us and even sent them a picture, but was told it wasn't part of the protection plan. I have the contract including the details of the services they're supposed to provide us but was still being told that nothing can be done about it. We called back the Mor Furniture store and explained them what the guardsman told us and was given $200.00 credit for it.Desired Settlement: We want our full amount of refund for the day bed or at least provide us the equal value of furniture replacement. We bought the day bed with the protection plan but was never replaced nor fix. With only $200.00 credit, we could not buy the same or equal value of furniture that we want.

Business

Response:

Review: We purchased a dining room set in January and picked table up but were told chairs would take 6 weeks. We waited and when I called we were told we would have chairs in 10 days. 10 days later they called us and told us it would be 3 more weeks. At this point it had been over 2 months so we called and told them to pick up table and refund us or money. Around the 25th of March they picked the table up from our home and told us we would have a refund in 5 business days.

We were given a full refund for the chairs (that were never delivered) but as of the 20th of April we still have not seen a refund. We have called several times and were told it would be there in 5 days, nothing still. Then they called me personally and said the refund was processed and we should have by the 16th of April, NOTHING. When my wife called Thursday they told us nothing had been processed yet and that on Monday the 21st they would start the process. I paid when I purchased the furniture and expect a full refund on items they failed to deliver. It's been almost 4 weeks and still no refund on my credit card. I'm extremely disappointed in their customer service.Desired Settlement: I want my refund immediately. In my opinion they have committed a theft of my money, had I owed them it would have been non stop calling from them followed by them possibly taking me to court. Why is Mor furniture above the law?

Business

Response:

RevDex.com

4747 Viewridge, Suite 200

San Diego, CA 92123

Case ID# [redacted]

Customer Name[redacted]

Dear [redacted]

First, Mor Furniture would like to apologize for any

inconvenience we may have caused [redacted]. It is always our goal to ensure that our

valued customers have a positive experience with us.

In regards to [redacted] case, the chairs were refunded

to him on 3/26/14. The remainder $495.73

was processed on 4/22/14 and the Service Manager [redacted] left message for [redacted] on 4/22/14 stating the

remaining refund had been processed.

Once again, Mor Furniture would like to apologize for any

inconvenience we may have caused [redacted] If you have any

further questions, please do not hesitate to contact me at [redacted]

Sincerely,

[redacted]

Mor Furniture Customer Service

Review: I am very dissatisfied with my exp. with Mor Furniture. I visited Mor furniture on Sunday afternoon with my ill mother, searching for a sofa that would be comfortable for her and easy to get out of with her health issues. I inquired about a prospective purchase for the specific model which would have resulted in a estimated $2,500 purchase based on advertised price, discount for paying cash (or what ever work around they were masking that proposed discount with) and delivery. Seeing as how the delivery was advertised as free for the Presidents Day Sale, I assumed I would not be charged a delivery fee. I had to leave with my mother because she was ill & couldn't stay there any longer & came back the next day to purchase the set. I sat with the sales rep for quite some time, discussed the price and inquired as to why it appeared the cost was higher than the discounts he listed. I realized, there was a rough $99 difference which he said was a delivery fee. I asked why he even quoted that when their website said "free delivery" and pulled up their website on my phone and showed him. At that time, my sales rep saw another prospective customer of his, said he needed to go make sure that another sales rep helps his customer, and said he will find out about my delivery fee. He left me sitting for another 20 minutes or more. When he finally returned, he informed me they dont have any of the sets in stock that we were told could be delivered much sooner, and now in fact it would be 11 weeks out. Not only was I lied to about the delivery fee which is bad salesmanship, I wasted my time and efforts with a company who is selling products that are unavailable. If that were not enough, their bad practices of sales unfortunately delayed me by just enough time to lose my only other opportunity to purchase a similar couch at another company because they sold out. Had I known that the set I was going to purchase wouldn't be available, I would have purchased another set elsewhere.Desired Settlement: I am uncertain how I want this resolved as the second choice sofa I would have purchased is now gone. In addition the second choice was much less expensive, (roughly $1300) but I liked Mor's color better. Had I known Mor wouldn't have what I went to purchase and had Mor not wasted my time, I could have made it to the other store before they closed and purchased the other sofa timely manner and at a much discounted price. Now, I'm out my time, the difference in the discounted price, and unfortunately not able to find another sofa/sectional of reasonable quality, color and material. In addition, I have to drag my mother whom this is most important for and who has leg and foot problems around to other furniture stores to attempt to find something similar that would work for her health comforts. I don't know how I would like this handled but I can tell you that I would like something done. I suppose I am open to hearing what Mor would like to do to rectify these losses on my end.

Business

Response:

Review: My wife and I purchased a sofa set and small couch from Mor and were guarenteed that we would not have to pay any interest if we paid $140 per moth. We have recently been charged a $340 intrest from [redacted]. When we contacted [redacted], they told us they cannot remove the charges and to inform Mor furniture of the situation.Desired Settlement: We would like the $340 interest removed or paid for by Mor. We will pay the remaining balance once it is removed.

Business

Response:

Review: I ordered my item on July 18 and was told to expect delivery on August 1 between 10am to 2pm. At 2:10 I called 3 times and talked to different reps who all told me they would call me back to find out what happened. Finally at 4:00 I call again and was told the furniture was damaged, but nobody had called me to inform that delivery would not be possible. They told me the furniture would be delivered on August 2 in the evening and never gave me a delivery window. I am still waiting for my furniture.Desired Settlement: delivery of order and credit delivery fee back to my credit card

Business

Response:

Review: I purchased furniture in April 2013. The furniture came with a 3 year warranty agreement for removable cushion cores, power mechanisms in motion furniture. Also a 5 year warranty on frames and mechanisms. On June 22, 2015 my recliner broke and and called to have a service appointment set up. At this time I was informed that they do not service my area and I would have to bring the chair to them. I was livid as I should have been made aware of this at the time I purchased the furniture not now that I have a problem. A service adviser in the [redacted] area had me email them photos so they can get the parts and then schedule something. I have since called and emailed Mor Furniture with no end in sight. Each time they have not responded to my emails or told me someone would call back but have not. Today July 14, 2015 I called and talked to a lady and she again tried to tell me I would have to bring the chair to them. I am not okay with that as I have stated before they should have made me aware that they would not service my area when the furniture was purchased and I would not have purchased it through them then.Desired Settlement: I want Mor Furniture to come fix my chair that is still under warranty! If they don't want to service the chair I will gladly take the chair to the nearest location for a full refund. I have had nothing but problems since purchasing my chair and would never do business with them again.

Business

Response:

Review: Since I had placed order with Mor Furniture [redacted], I had one or more issues again and again with each delivery. I am reporting all issues one by one here:

1. Every item they've delivered had scratches, dents or both and I have to follow up on call to get it re-delivered. On few items, I just kept scratched and dented item as it's a pain to keep following up with them as it takes multiple calls and multiple scheduling to get one single replacement. Also, it's not guaranteed that replacement will also be defect free.

2. Backs off from $300 credit towards mattress or accesserios promised during sales process.

3. Mor advertise "Same Day Delivery" and tell you the same during entire sale process but it's impossible to even get next day delivery.

4. Store manager tells me 10 times that even I had paid for delivery, Mor is doing courtsey to me delivering the items.

5. Survey coupons don't work.

6. On our request through customer service, we got bed delivered after 30 days of order (Even though it was in stock just after 10 days or order). During sale process and during inital look out process we had asked this question do we need to buy any baseboard or spring box or anything with this bed. We had told to sales associate that we have king size mattress that's all we have (no sprinb box or anything). We were told multiple times that we don't need anything with this bed until we want to extend the height. However, on delivery we are told bed doesn't come with slate or anything so we need to have bed spring and this we are told after bed is fixed, our mattress is removed ( so we don't have place to sleep).

On calling store and customer service, trying to order the box spring and even ready to pickup we are told it's not possible to get it before Friday. After so many calls and paying another $150 approx we are getting it on Wednesday and have to manage for two nights without space to sleep. We didn't expect to have such horrible experience with any store.Desired Settlement: 1. Shouldn't have to pay for box spring.

2. Shouldn't have gone through this entire horrible experience.

3. Should honor all survey coupons.

4. Should honor $300 discount.

5. As I am not happy with purchase and Dresser & mirror is not getting delivered even after 42 days as promised initially, I want to cancel the delivery of these two items. I was thinking to add chest earlier as it's in stock but I don't want to buy that either now.

Business

Response:

January 13, 2016

Revdex.com

4747 Viewridge, Suite 200

San Diego, CA 92123

Case ID# [redacted]

Customer Name: [redacted]

Dear [redacted]

First, I would like to apologize for any inconvenience we may have caused [redacted]. It is always our goal to ensure that our valued customers have a positive experience with us.

[redacted] is scheduled for an exchange tomorrow. I will be calling him afterward to ensure that the delivery was has handled in a satisfactory manner and also verify if there is something else we can do.

Once again, I would like to apologize for any inconvenience we may have caused [redacted] If you have any further questions, please do not hesitate to contact me at[redacted]

Sincerely,

Mor Furniture Customer Service

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 have been scheduling exchanges with Mor from same damaged furniture multiple times and so far they have brought the furniture 5 times and all had been scratched and dented. So we couldn't do exchange. Moreover, they have told me now that they can only deliver furniture with few scratches and dented and I should get it serviced from them instead of hoping to get a new piece as all of their stock is like this. Also, I had complained for various sales & delivery issues which has caused me more pain and trouble than damaged furniture, no resolution is provided for that with exchange.

The first time I made a purchase from Mor I purchased a sofa and an entire bedroom set. The bedroom set was to be shipped from the warehouse and was delayed multiple times. I finally cancelled the order because I had no bed for weeks. The sales person was rude and put off. A few years later I decided to give Mor a second chance and I purchased a bed frame and bedside table. This is where is gets shady...I needed delivery so they call me at 5:57pm and say I need to call them back before 6:00pm or they will cancel my delivery. So I call them at 6:01pm (I have call logs to prove it). They give me a delivery window via phone voice mail AND text message. I confirm both messages. They confirm as well that indeed they got my confirmation and set up a delivery. 1/2 hour past my delivery window I call and the person on the phone says he can't get ahold of the delivery driver and the manager of the branch will call me right back.Never happened. So I call back 45 minutes later, then they tell me my delivery was never routed and I will have to wait another 5 days to get my items delivered and that the first person I talked to knew this but didn't tell me. So I waited around for 5 hours not knowing I was never getting my items delivered because nobody told me until I called twice to inquire. Also, I was told there is NO return policy unless you get damaged goods. Running a respectful business who's employees treat their customers kindly is not rocket science.

My boyfriend and I went into the store looking for a bedroom set. We were helped right away and found what we wanted we had a good experience in the store our sales associate, [redacted], was very kind and helpful to us. We ordered the Kensington bed frame, 2 matching night stands, a mattress, and the Serta pivot foundation. We leased the furniture and schedule a delivery for about a week later. We were happy when we left the store. On our delivery date I was home to meet them. They set everything up and it looked very nice. The delivery guys were very polite. They had gone back to there truck to leave when I realized they hadn't set up the pivot foundation. I ran out to meet them, they were in the back of there truck still putting things away. I told them I order a pivot foundation and they looked it up and saw that I had. They told me that that foundation with that bed frame would not work. They told me that a few mistakes had been happening because of new employees. I asked them what I should do, because it was on my bill. They said they would call their manager and I should call the store. I did call the store and explained what had happened, and was told they would call me back. I didn't receive and phone call. Later that evening at about 7pm my boyfriend got off work and we went down to the store. They told us they were unaware of the situation. Once they found out what was going on they told us that they weren't sure why they didn't deliver it because it would work with the frame. They called the warehouse and were told I refused the product at delivery. This was untrue, and I wasn't happy to find out they lied. I didn't refuse the product I was told I couldn't have the product, that it wouldn't work. At this point I'm thinking did they just get lazy? They tell us that the warehouse will call us within the hour and should be able to set up a new delivery time. We head home. The warehouse did not call us we ended up calling customer service. Who told me they could schedule a new delivery for January 1st. I was unhappy and was ready to quit with the whole thing. My Boyfriend, [redacted], called the store and they were not happy that the warehouse didn't call us and eventually set up a date for it to be redelivered the Tuesday following the Saturday it should have been delivered. We were feeling better at this point hoping there would be no more problems. Tuesday arrived and I revived a phone call from the warehouse manager that morning, he told me he didn't think the foundation would work with the bed. He had never used it with that frame before. I told him the store had assured me it would work. We then call the store up again to find out if it really will work. They claim it will. It gets delivered around 9pm I'm off at midnight. I get he and it looks ridiculous, it's so high you can sit down on the bed without jumping. And the bed creaks like it's to heavy. I am so fed up with the whole thing I would just assume return it and do business elsewhere. I call customer service the next morning, they tell me I can't return it. I tell them according to my lease I can. They tell me to call the store and find out. I call the store and he was so rude to me. He tells me after we were so adamant to get it he doesn't know if we can return it. I tell him were adamant because we didn't get what we ordered and had $700 on our bill and nothing to show for it. He told me he would call his general manager and find out what they could do. I haven't spoken to them since. I was so upset when I got off the phone, he was so rude and treated me like I was a problem customer. I was going to be spending $1700 on something I wasn't happy with. [redacted] got in touch with them later and they told him that the Serta foundation wasn't supposed to be a leased item because you can't return it. He goes down to the store during his lunch break to find out what's going on. They say that we can return everything but they will keep the $500+ we put down on it. They finally agree to exchanging a bed frame one that will work with our foundation and mattress. [redacted] figured that's the best they could do and that it's not a bad idea. I didn't really want to because our nightstands matches the frame now I would be paying $1700 not to have matching furniture? I was not happy at all. I got to thinking about what we could do and we have decided the best thing we can do is keep what we have and modify it ourselves. It's not exactly what I want to do but it's our best bet of being happy with what we bought. So now I'm going to take apart the frame and redesign it so that the foundation and mattress our on the floor. Then I'm going to go pay it off and never buy anything from Mor Furniture again. Nor will I recommend them to anyone.