Mor Furniture For Less

I paid cash for a sofa and loveseat on, Sunday, Valentine's Morning, 2016. I also paid cash for delivery. It was to be delivered between 5 and 9pm on Monday, President's Day, which I felt was kinda ridiculous. I called them at 8:50pm, as there was no delivery, yet. The person told me that they were running behind and that it would be delivered at 11pm. 11PM!! So I stayed up until 10:50pm and they no showed. I called them at 9am on Tuesday and I was informed that I would receive my furniture on Wednesday. Meanwhile we run a Home Day Care out of our house with no furniture for the children to sit on or nap on. To top it all off, a 2 year old girl that we watch was sitting on an ottoman, since that was the only thing to sit on, fell backwards and hit her head on our wood floor. This is the worst customer service that I have ever encountered. I will never do business with Mor Furniture ever again.

I purchased a sectional couch along a patio set and tables 14 months ago .I purchased the 12 month warranty for leather protection . At 13 months my couch started Flaking and peeling on one section of the sectional . I contacted Mor and they said its outside of warranty and normal wear and tear . I want to share these photos with others because I spent 3,500 to have a couch I can't even keep due to the embarrassment of how it looks . No manager ever will return my call or try to resolve with me . This couch has a defect . I have never seen this happen to anyone and all in 14

Months . Be aware before you purchase from them .

Review: I purchased massage chair from Mor Furniture and when it was delivered I noticed that all the controls didn't work. I had to go back to the store to talk to the salesman since getting through to the store on the phone was too time consuming. I was told a repair man would be out to fix it, at that time I informed the salesman that if it wasn't fixed I would be bringing it back. Monday the 6th of May the repairman didn't show up, so the next day I took the chair back. After I took it in the front door I was told to take it to the rear entrance before I could be credited for returning it. At the rear entrance I was told I couldn't return it because it was sold "as is". This was the first time anything like that was brought up. I was not very happy and left the chair by their rear delivery door even though the representative there said they would not be responsible for it. When I bought the chair it had a sale sign on it but nowhere did it say "as is" and I was never told anything about it being a floor model or last one. I could not believe how unprofessional and discourteous the people at that store were. I was even told that I had been sent a message so I could get someone else to do the repairs, I don't know exactly where this message was left. The public needs to be warned about doing business with this company.Desired Settlement: I want an apology for the rude treatment and Credit for the chair on my account. And a sign by the front door of the store warning customers about the extremely poor customer service.

Business

Response:

May 31,

2013

Re: [redacted]

Case# [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. It seems as if we fell

short this time.

I contacted

and spoke with Mr. [redacted] and discussed his concerns in detail. I assured Mr. [redacted] that we have issued a

credit back to his finance account for the massage chair that he purchased as a

floor model and returned back to our showroom. Mr. [redacted] was unclear as to the fact that

the massage chair he purchased was a floor model and sold “as is”. The remote control was defective - which were

figured into the low cost of the floor model.

The massage chair was in fact tagged with a floor model tag that said in

writing that the product was sold as is. Mr. [redacted] did not see that on that tag, and

said we did verbalize that in our communication. As Mr. [redacted] has returned his chair, he will

be issued a full refund as stated earlier to his account. I apologized for what he felt was our lack of

customer service while returning the item in question, and assured him that I

would use his concerns to help improve our customer service.

In closing,

I regret any issues or miscommunication with Mr. [redacted], and am glad that I was

able to address and remedy his concerns.

At Mor Furniture, we try our very best to provide World Class customer

service and an enjoyable experience in our Boise Showroom.

Sincerely,

General

Manager

Boise Mor Furniture for Less

Review: We purchased some furniture that is clearly junk. We purchased $5000 dollars worth of furniture from MOR all was good except for couch and loveseat, they are falling apart prematurely and asked that they be replaced. I have made numerous attempts to resolve, however no one from MOR will contact us back. Finally after numerous calls we get a call back several months later stating that the furniture is no longer warrantied and they no longer carry this line for replacement. Deliberate?Desired Settlement: We would like MOR to do the right thing and offer credit to replace our defective furniture.

Business

Response:

June

17, 2014

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 Mor Furniture.

The

warehouse has picked up her items for repair and the final piece was delivered

on June 15. We will follow up with her

to confirm that she is satisfied.

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.

The furniture was picked up, repaired and returned. I called MOR to say I am disappointed in the quality of my furniture the recliners still seem to need a lot of effort to close and will likely break again soon. Yesterday another recliner stopped working it is stuck in the out position. The mechanism underneath is bent up. I called the representative that called before about this claim he has still not responded to two messages. I then spoke with another customer service employee, she said I could expect a call back the same day(yesterday) it is 4p now and I still have not heard from them I'm sorry it took so long for my response, I have a newborn baby and time just seems to disappear.

Regards,

Business

Response:

July

3, 2014

RevDex.com

4747

Viewridge, Suite 200

San Diego, CA 92123

Case

ID# [redacted]

Customer

Name: [redacted]

Dear [redacted]

Again, I want

to apologize for any inconvenience we may have caused [redacted]

I have

spoken with [redacted] and offered to have her reselect different furniture.

She has agreed and has indicated that this will resolve her matter.

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 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,

Review: I purchased a living room set from MOR Furniture. The salesman told us they could deliver to [redacted] (where we needed the furniture) but only on Tuesdays. I told him I work in [redacted] my husband and I own a company there (about 250 miles from [redacted]) and so I would pick up that following Saturday,

February 8 if they had everything in stock there at their warehouse in [redacted]. He checked and stated that yes they did have all the furniture I was buying in stock which consisted of an entertainment center and a sectional with six pieces, cocktail table, and end table. I paid for the furniture with my debit card and scheduled to pick up that following Saturday.

That following Wednesday February 5, I found out we had some deadlines and would need to work that Saturday and Sunday (Feb. 8 & 9). I called our saleman [redacted] and let him know we would not be in to the following Saturday February 15th because we had to work. He stated that is fine, your furniture is paid for. Then on February 11, I received a call from customer service that my furniture would not be in until February 16th (they left a message as I was in a meeting). I called them back and spoke to customer service rep and I told her that my furniture was already there at the warehouse and I had paid for it in full.

She told me the best they could do was free delivery on Tuesday (I work in [redacted] which is 250 miles from [redacted]). I explained this to her and she told me she was sorry there was nothing she could do. I then told her that they needed to just refund the money back to me. She told me she would have my salesman call me. [redacted] calls me and tells me that my furniture is all there and that another salesman was trying to sell my furniture but he told them that I had already paid for it in full.

He said it will be here for you on Saturday when you go pick up. That following Saturday my husband and I drove from [redacted] to [redacted], ** to pick up our furniture. We get our furniture to [redacted] and are putting it all together and one of the pieces of the sectional is not only the wrong piece but also the wrong color (everything is wrapped up in white plastic so we could not tell until we opened it up). I call [redacted] and tell him this and he states he will have the warehouse manager call me the next day (Sunday). I never got a call so I called back that following Monday and I tell [redacted] that the warehouse manager never called me.

Ten minutes later I received a call from the warehouse manager. I asked him how we were going to rectify this situation. He told me they were ordering the piece of furniture that was missing from my order and that it should be in by Thursday. I asked him how are we going to get that piece of furniture down to me and their piece of furniture back to them. He stated again that they could deliver but delivery was only on Tuesday. I reiterated that I am not in [redacted] on Tuesdays. He stated that they could refund me $150.00 and I could bring the piece back up to them but he would need to get approval from his manager.

I said okay that I needed a confirmation that this would indeed happen and if an email could be sent to me. He stated that he would email me as soon as the manager signed. I never received an email confirmation. I called that Friday February 21 and asked for [redacted]. He was not in that day. I asked to speak to the warehouse manager. They told me that I would have to call customer service and leave a message for the warehouse to call me back. I called the customer service and explained the situation to the customer service rep. She told me that they could do a courtesy delivery [redacted], I asked her if they could deliver it on Saturday.

She told me we cannot make a special trip for this. Although this is their mistake. I told her that I needed to somehow be reimbursed for my fuel as I was having to travel from [redacted] to [redacted] to pick up their piece of furniture, and pick up mine. She told me there was nothing she could do about. I told her I really do not think that I should have to pay to go all the way back to [redacted] as I was going to have to go up by myself (my husband was having to stay in [redacted] and work), somehow figure out how to load their piece of furniture onto the trailer, and then take back to them. I told her that I would go up and pick up my piece of furniture and that they could go down to [redacted] and pick up their piece of furniture. She told me if you do not take our piece of furniture you will not get your piece of furniture. She told me she would have a manager call me. Manager never called me.

My husband decided it was best if he went back to [redacted] with me because he was worried that I would get hurt or in an accident pulling the trailer. We get back to [redacted] and picked up our furniture. I strongly believe that they need to compensate us for our fuel at least that, it was their mistake, not ours. Thank you.Desired Settlement: I would like to at least receive some compensation for fuel, this was their mistake not ours.

Business

Response:

March

13, 2014

RevDex.com

4747

Viewridge

San Diego, CA 92124

RE:

Dear [redacted],

This

letter is in response to the letter that [redacted] wrote regarding her

experience with our company. First, we would like to apologize to [redacted] for any inconvenience we have caused her. It is our goal to provide

exceptional customer service to each and every customer, but it seems we fell

short in this particular case.

I

spoke with [redacted] and apologized for her unpleasant experience with our

company. I reviewed what was stated in her letter and let her know that it was

noted that we had offered her $150 for compensation for her travel time to Albuquerque. I let Mrs.

[redacted] that I would start the refund process of $150 and that it could take

up to a couple weeks to receive it. I have promised [redacted] a follow up

call on 3/14/14 to insure that the refund is processed correctly.

Again,

we apologize for any inconvenience we have caused [redacted]. Please feel

free to contact me with any questions at [redacted].

Sincerely,

Warehouse

Manager

Mor Furniture

Consumer

Response:

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

Regards,

Review: We purchased a very expensive mattress from Mor on [redacted] 2 years ago. We've called Mor several times about the mattress being faulty. After many missed appointments they finally sent someone out to look at the mattress. They then deemed the mattress wasn't bad enough for them to replace it. The mattress issue continues to get worse. Not only does the mattress dip on each side (like a hammock) the entire middle of the mattress pillow top has come away from the mattress underneath that it's attached to. We now have a large lump up the center of our mattress. I literally have to pull myself out of bed in the morning because of the dip (it dips worst the longer it's laid on). My wife and I can't sleep next to each other because of the large hump in the center of the mattress.

I have photos of the mattress that I took yesterday, if you'd like me to forward them to you.Desired Settlement: We paid $1400 for this mattress and box-spring. We'd like Mor to bring out a new mattress. It's obviously a factory defect.

Business

Response:

November 7, 2013

[redacted]r

Revdex.com

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 a mattress set from our [redacted]

showroom and received delivery on October 28, 2011. [redacted] experienced an issue with the

mattress yet the vendor found the mattress not defective. We have spoken with the vendor and they have

agreed to exchange the mattress for [redacted].

[redacted] has accepted our offer and is satisfied with the resolution.

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,

[redacted]

Operations Manager

[redacted] Warehouse

Review: FIrst the furniture was delivered at 11pm and the wrong couch was delivered. second delivery was after midnight on a sunday night, and both the couch and my walls were damaged. two adjacent walls have holes in them from the legs of the couch and the leather of the couch was scraped by my chandelier in the entry way of my home. the delivery drivers were completely disrespectful within the delivery. slamming the truck doors, cussing in my front yard, and letting me know how underpaid they are and how much bs it is that they are delivering this late at nigh. it took three deliveries to get the order right.

when I called to make a complaint with the company, many employees refused to furnish the owners information. I got a run around. instead the so called sales manager offered for the same careless team to come back into my home and fix the walls. when I told them I would not let them back into my home I was told that I could be reimbursed if the company felt that the price was ok, in many words. finally I asked for my delivery fee to be refunded and was emailed that this was processed through my credit card company. this was back at the beginning of july and the money has still not been refunded.Desired Settlement: refund of the delivery and couch.

Business

Response:

August 28, 2013

RE: Case# [redacted] – [redacted]

Dear Mrs. [redacted],

First, I would like to

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

valued customers have a positive experience with us.

We have requested that Mr.

[redacted] present a formal bid to us for repairs to his home. Once the

bid has been reviewed, the delivery manager, [redacted] has agreed to expedite

the reimbursement. As for the delivery fee, the refund for $199.98 was

processed on 7/1/13 but due to an error in transmission to Wells Fargo this was

not processed. I spoke with our Finance Department on 8/27/13 and the

refund has now been properly processed to the customer’s Wells Fargo

account.

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 (971) 207-0400.

Sincerely,

Operations Manager

Review: I bought Four stools from Mor furniture [redacted] store last month. After one week I found that there are some unexpected nails at the feet of the stools which caused serious scratch damage to my wooden floor. I contacted their service representative which give me unacceptable options, so I escalated the issue to the manager and no longer response since then.Desired Settlement: I want the business send out a contractor to fix my wooden floor issue ASAP.

Business

Response:

September 23, 2015

RevDex.com

4747

Viewridge, Suite 200

San

Diego, CA 92123

Case

ID# [redacted]

Customer

Name: [redacted]

Dear

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.

In

the case of [redacted], Mor Furniture has agreed to send [redacted] a check in the

amount of $200.00 dollars to cover the damage to his floors. [redacted] has found this to be a satisfactory solution.

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

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.

Firstly I have not received a confirmed solution from your customer support team, secondly I have not received any check.The truth is that your representative offered me two options which I do not satisfied with. I replied back to raise my request. Your representative said she had to ask her manager. After that, I have been waiting for 1 month from your support manager's response, every time when I send email to your customer support representative named "[redacted]", she replied as "forwarded to my manager". And her manager never replied. I have to complain here about this "manager" who never respond to my request. And two times "[redacted]" told me this "Manager" will call me back for communication, but never did. After a long month waiting, I decided to give up and told "[redacted]" that i'm gonna accept the 200$ option, but again no response after a "forwarded to my manager" email from her.

Review: Purchased $14K worth of merchandise from Mor Furniture in [redacted]. I was called and texted over a dozen times the week prior to scheduled delivery. I was told only two peices 5 out of 26 peices of furniture would be delivered on 6/30. What showed up was 17 pieces of furniture. I called to verify the error and they were going to deliver the rest the following day to include one extra piece for my troubles. What I got was the one extra peice and none of the other pieces. I went to the store to complain directly and all I was told was that they would have to delivery the rest on the third day and that two more pieces were not avaliable. It became an blame game between the Salesman and the Call Center and the Warehouse but nothing was fixing my problem. I told them I wanted to have the delivery first thing in the morning on the third day so if it was not right that I would be in the store again by noon to try and fix the problem again. I have already been told by the customer service member that my delivery will be between 2PM and 6PM again. For a customer who buys this much inventory I am being treated like I bought nothing.Desired Settlement: I want a phone call from a Corporate Exectutive explaining what happened and how it will be made right.

Business

Response:

July 15, 2013

Re: [redacted]

ID # [redacted]

Dear [redacted],

First, I would like to

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

valued customers have a positive experience with us. It seems we have fallen

short this time.

After receiving your letter

I called [redacted] to fully understand his frustration and concerns with his

experience. After discussing his experience we decided to exchange some of his

items that fit his needs fully. At this time [redacted] is fully satisfied.

Once

again, I would like to apologize for any inconvenience we may have caused [redacted] and his family. If you have any further questions, please do not hesitate

to contact me at [redacted].

Sincerely,

General Manager

[redacted] Mor

Furniture

this company bites! we bought a bedroom set from them and after paying for it and being promised a delivery date it was not available so we took another set that was in stock. my child who bought her bedroom from them 5 years later had the same thing happen. Oh its still in San Diego and one part of the bed did not come in yet. 8 wks wait for a bed that was less than 400.00. the salesman/manager was rude and spoke over me while I was talking. kept telling me about how much business they have and there is only a 1% chance of anything like this happening. So, when you are part of the 1% then what? thats my question. I will not do business with them again and will tell family and friends and co-workers not to either.

Review: I usually buy my furniture from [redacted]'s but I thought I would give MOR a try since they were having a mothers day sale and me and my wife were in the area. Big mistake! This was 3 weeks ago and we found a couch and love seat combination that we really liked. We purchased the items and paid for them in full and were told that they would be delivered in 3 weeks. I am writing this on a Friday. The furniture was supposed to be delivered this Sunday. Unbelievably, I just received a call today telling me that the manufacturer no longer makes the love seat that goes with the combination!!!

First, why would MOR be advertising this product on their showroom floor? Second, why would they tell me 2 days before it was supposed to be delivered? I sold my old couch in preparation for my new furniture. Now what am I supposed to do? Guess I will be sitting on the floor until I can get another couch. I was not even offered any concessions to make up for this total incompetence and poor management. Obviously, MOR could care less. [redacted]'s will get my business from now on and I will make sure I tell everyone possible about this experience.Desired Settlement: How about what I initially paid for and the delivery date I was promised??? Is this too much to ask?

Business

Response:

Review: I purchased a table at Mor Furniture in Tigard early November. I was hoping to get next day delivery like the advertisement states. However they were out of stock so they told me they couldn't have it delivered in time for Thanksgiving holiday but assured me it would be here the following week (the first week of December). I called them December 3rd to get an update on what was going on, they proceeded by telling me they have the wrong number on file for me and they needed to update it. The number never changed from the time of purchase but due to human error I understand them being one number off on the phone number. I had not heard from them the rest of the week so I called the following week on the 10th. That phone call consisted of the associate telling me they called me on the 5th but since they couldn't get a hold of me they now moved the delivery date for the next shipment which would be JANUARY 1ST 2015! I became very upset and not to mention the associate I was talking to said she was taking me off the account because I told her I would get a lawyer involved since no one was willing to help me out. I had updated the phone number and they still hadnt changed it and because of them neglecting to do so I didn't get my furniture and they were treating me like absolute trash. My boyfriend called them about an hour after I talked to them and they told him that it would be delivered on 12/17/14 and they apologized and again assured him it would be here before the Christmas Holiday. Today is 12/17/14, so yesterday when we didnt hear from them my boyfriend called them to get an update and now theyre telling us it will be the 27th. They are ruining out holidays and they keep lying. No one from the company calls back. THIS COMPANY HAS THE WORST CUSTOMER SERVICEDesired Settlement: I WANT MY TABLE BEFORE 12/24/14!!!!!!!!!!!! IF THEY CANT DO SO I WANT MY MONEY BACK SO I CANT TAKE MY BUSINESS SOMEWHERE ELSE.

Business

Response:

Review: I purchased a sectional on July 19th. Once I got home I called and changed the order from a right facing to a left facing sectional. I was told It wouldnt be a problem. Once the delivery truck came they told me they only had 3 pieces in stock and I would have to wait a couple of days for the remaining pieces. A couple days came and went. I called to ask about the delay. I was told that due to logistic errors the furniture was pushed back until Aug. 1st. On July 29th we received a phone call from MOR FURNITURE warehouse explaining that the furniture would no longer arrive on the 1st and had been pushed back to the 5th. I called my sales rep [redacted] to find out exactly what the hold up was.

She spoke to her manager and apologized about the delay but that the furniture would be in on the 5th, she emphasized that the sales receipt stated it could take up to 5 weeks. (MY SALES RECEIPT says 3 weeks). Once again I received a phone call from the warehouse. This time I was told the furniture had been moved back to the 8th. On Saturday the 9th of Aug. I called [redacted] to find out why I keep getting the run around on arrival dates. She said there was a terrible mix up between the warehouse, the store and the vendor. She mentioned her boss looking high and low for the pieces and being successful with having found one of them; she stated that the 1 piece of the sectional could be delivered the following day. (That promise was empty as well.)

She also stated that the rest of the furniture was slotted to arrive and delivered on the 15th. of Aug. Today is Aug. 12th and I received a voicemail from the warehouse stating that the furniture has now been pushed back to the 20th. (Disclaimer: Phone call dates are for reference only. Have not recieved cell phone statement for actuals)Desired Settlement: We purchased this furniture for two specific events that we were going to have at our house. (also because we needed new furniture, but we could've waited had it not been for said events.) Those events have come and gone and we only had seating for 3 people when the sectional can sit up to 8. We were misled when the first pieces arrived. We were told the pieces would arrive in a matter of days. With that information we went ahead and signed for the furniture. MOR's policy is that once you receive furniture it is not returnable unless it is defective. We would have never signed for 3 pieces of furniture that day had we known how much headache and that it would ruin our summer events. I am requesting that MOR furniture allow us to return the 4 pieces we have: ottoman,upholder, armless and corner piece and that we receive a full refund for their lack of support, commitment and order fulfillment.

Business

Response:

August 27, 2014

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 Mor Furniture.

We

have issued [redacted] a $300 discount due to the delivery delay and all of her

furniture has now been delivered.

Once

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

Should you have any further questions, please contact me directly at [redacted]

Sincerely,

Mor Furniture

Customer Service

Review: This ordeal is not isolated to one type of complaint, however it started with sales. I explained what type of mattress I require and was lead to one and miss lead about it. I don't believe it was intentional just miss informated sales staff. But the story continues, I purchased this mattress after 5 nights of sleeping horribly and waking up feeling like I had slept on the ground I had enough.

I called Mor furniture and the fiasco began. 1) they claim to have a 120 day sleep confort guarantee. Indeed they do just not on the brand I purchase, this was not disclosed nor does it advertise this anywhere2) You can not ever dial directly to a story you go to customer service in San Diego these people can do nothing to help you, only the store can3) They claimed I had to purchase a 119.00 mattress liner or my warranty would be void, after reserching it with Sherwood mattress this is not true.4) They have a NO RETURNS policy5) They do not care about thier customers after you purchase and they get your money 6) I have been dealing with this issue with my mattress that I spent over $1400.00 on for 2 full days, what they have done is replace it with the same mattress, one night same issues.

Started calling them at 9 am at 2 pm I finally had enough and told them to come get their stuff and issue a refund, they refused siting there NO RETURN policy. They only offered me to come in and find a mattress that will work for me, which will cost me MUCH more $ if I can find one and more horrible experiences with Mor Furniture for less. I would never do business with this company again

Product_Or_Service: Sherwood Mattress

Account_Number: [redacted]Desired Settlement: Desired Settlement: Refund

They can take their items back and I want this full amount credited in FULL immediatly to the finance company they use by the name of [redacted].

Business

Response:

August 27, 2014

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 Mor Furniture.

We

have attempted to resolve [redacted] matter by exchanging her mattress but

unfortunately, we had to pick up her product and issue a full refund.

Once

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

Please have her call me directly at [redacted] to resolve this

matter.

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.

Regards,

I am not satisfied with this response due to the following facts:

Review: I bought a recliner item SKU#[redacted] on July 5, 2013 for $739.20 plus tax. It was delivered SKU#[redacted] on July 9, 2013. It was broken and still under warranty. I called and requested it to be fix. A repair technician came out to inspect and a part was ordered on June 3, 2014 SKU#[redacted] I still have not receive this part or my recliner still not fix yet. I called and called but to no avail. The customer services kept telling me that someone will call me back but I never receive a call back from them. I called on 7/5/14 and a customer service staff told me that the part will arrive on 7/20/14. I called again on 7/22/14 and the customer service staff, [redacted], told me that they were no documentation and she could not find anything under my account. I called today and talked to [redacted] and he said it was delivered on 7/10/14. They never have their story straight.

My recliner is under warranty. I should have it replace or my money back.Desired Settlement: Either they fix my recliner or refund my money back with interest.

Business

Response:

August

7, 2014

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.

I spoke with

[redacted] and offered to exchange the reclining love seat for a new one. [redacted] agreed and found this to be

satisfactory.

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,

[redacted]

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.

[On 8/4/14, Mor Furniture delivered a replacement recliner but it was defective too. The deliver man wrote another order and told me that they will deliver another one to me either on Wednesday or Monday. I have not heard anything from them as yet.]

Regards,

Business

Response:

August 19, 2014

Review: Approximately 40 days ago we made a cash purchase - Sofa, two chairs, ottoman, dresser, two night stands, head board, frame (which was supposed to have the drawers under it but our salesman never ordered it and when we asked for it to be corrected we were told they are no longer available anywhere), dresser, matress, foundations.

1) We gave a delivery request of May 20, 2014 and were assured by our sales man [redacted], that it was PLENTY of time to get everything in and delivered.

2) The two chairs and ottoman were floor models. We were never told we needed to get those right away, only told that because our purchase was amost $5000 that we would get free delivery and set up.

3) We explained in extreme detail at the time of purchase to [redacted] that we had a three day window only to get delivery and that we had to pay $350 for a move in fee to our condo. Again we were assured that it would be no problem.

4) All the sudden two weeks later we were called and told that they could not hold our floor models and that we would need to come and get them immediately. Well we were still in our old house and didn't take possession of the condo until May 20, 2014 as we repeatedly told [redacted]. We ended up having to have them deliver the two chairs and ottoman to our old house only to have to take them ourselves to our new one.

5) Then... we get a call telling us that our delivery would be delayed by a few days. After a million phone calls and conversations with [redacted], [redacted], [redacted] and anyone else I could get to actually give a crap about our situation... I confirmed deliver on May 22, 2014 and notified our HOA at the condo that the delivery date would be changed.

6) Then... I get a call indicating that the bed frame (still without the drawers as we will never get them apparently) and the headboard and footboard were apparently on backorder from the day we ordered them. No one expressed that to us or said "hey, there may be difficulties with this set getting to you on time due to the backorder situation - would you want to look at any other sets?". That would have been just too customer service oriented to do that!

7) Ohhhh, then when trying to problem solve getting those pieces delivered sooner than some June date - I was told that actually that entire bedroom set was discontinued (and had been since the day we ordered it) and we were never told. Again... customer service?? Hey Mr. & Mrs. [redacted] - that set is discontinued and it may cause you A LOT of undue stress trying to get all those pieces delivered within a 30 day time frame (LOL) so would you consider any other set you like? Nope, didn't happen.

8) So, again after a billion conversations I finally get [redacted] to swear he will be all over it and make sure that the remaining pieces get delivered and set up today, May 28th, 2014 (as we again notified our HOA to pad the elevators).

I should have known...

9) On May 27th I received a phone call from [redacted] confirming our delivery for the 28th. Awesome - I agreed and made all the necessary work arrangements to be home for the delivery.

10) At 7:15am on the 28th (the day it's to arrive) I receive a voicemail telling me our delivery is delayed and won't be here until June 5, 2014. What???

11) Fifteen minutes later, I get another call saying "Oh, did you get my voicemail? Sorry, that info is incorrect but we cannot delivery your items until tomorrow the 29th". I just said thanks and hung up.

12) I called the store and spoke with [redacted] at 10:10am today (the day my items were supposed to be delivered). He was just nonchalant, offered no apology just said "let me get on the horn and find out what's going on"... I waited until 12:50pm and still didn't hear back. Called the store and spoke with him. He said the same thing "oh... I thought the operations manager was going to call you. Let me get on the horn and find out what's going on". I asked HIM to call me back. He called back and said that somehow the item was missed and didn't get on the truck yesterday but it's on one now. I reminded him that our delivery hours per our HOA are 9am to 4pm which won't happen today - clearly.

13) Now the delivery is supposed to be tomorrow but when I asked [redacted] to personally guarantee that it would be delivered tomorrow and the time slot for it, he refused and said he was unable to do that and couldn't help me any further than he has already.

Very, very, very, very disappointed in Mor Furniture @ Delta Park.Desired Settlement: We would like a refund of the shipping charges for each set of furniture for our trouble. That would be $100 x 5 = $500 for the ridiculous amount of time and energy it has taken from us to make this happen (not to mention lost time, wasted time, etc) for the failure to provide proper product information, availability information, delivery information and just plain standard customer service. We would be happy to take an in-store credit if that can be processed faster and easier than a cash refund.

Business

Response:

June

23, 2014

RevDex.com

Ms.

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 us.

We

offered Mrs. [redacted] a $250.00 dollar gift certificate that can be used at any of

our Mor Furniture locations. Mrs. [redacted]

was satisfied with this and feels the matter has been resolved.

Once

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

If you have any further questions, please do not hesitate to contact me at 858-547-1616

ext. [redacted].

Sincerely,

Customer Service Manager

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.

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, Jun 26, 2014 at 2:10 PM

Subject: Re: You have a new message from the Revdex.com

To: [email protected]

Thank you for notifying me of their response. I did speak with [redacted] and she did offer a $250 gift certificate. She said it would be mailed to me and that was at least a week ago, I've not received it as of yet. I will wait another week, if I do not have it, I will decline it on the Revdex.com and note it's never been received. Once I receive it, I will accept their response to my complaint.

Review: In my opinion I feel the product I purchased was faulty/defective.

I purchased a couch in March 2012. I spoke to the sales person 3 times; July, Oct, and again in December about the same issue. The couch we purchased was 1,699 and financed with them. I finally took my complaint to the what I was told they have no management in customer service. [redacted]

The first tech came out in June and took at the cushions they took 3 of them to replace the cores and left me with a half usable couch for 4 1/2 weeks.

The main issue has been the same; since the cushions on the couch are down lined. Needless to say you can not sit on the couch with out sitting on a towel because the feathers poke through. Another tech came out in October I was to told at that time they were ordering bags to have them doubled lined. this was NEVER done.

I have spent HOURS and HOURS on hold and dealing with Lei Lani over the phone and was told today that the cushions are no longer under warranty. I was told that the couch and cushions have a 5 year warranty. I called her multiple times on: 1/4, 1/22, 2/19, 3/31, 4/8, 4,10, 4/14. I have been told everything from the phones were down, the warehouse was closed, they couldn't get an update from the warehouse.Desired Settlement: I want all the cores replaced to match the thickness of the 3 they replaced. I want all the cushions double bagged so the down feathers do not stick out and poke you. I also want the cushions guaranteed the full 5 years.

Business

Response:

May

15, 2014

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.

After

speaking with [redacted], I agreed with her that we could not resolve her product

issues by repair or ordering parts. She and I agreed upon an in-store credit

for her as compensation, and she will keep the sectional as is[redacted] is very satisfied regarding this to be a fair

resolution to her complaint against Mor Furniture.

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,

Customer Service 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.

Regards,

Review: I have made a purchase for my living room set, bedroom set, and a dinning set from Mor Furniture on 9/15/2013. When the delivery men tried to install the living set, which was a sectional, the middle piece was deemed to be defective. After a failed attempt to fix it by a different technicians, the salesperson, Ms. [redacted], offered me three options. One is to get a full refund. Second is to have the technician to make a second attempt to fix it. Third was a $200 credit card refund for the less than perfect condition the sectional was in. I chose to take the third option since I liked the sectional and had no desire to return or had further repair. Ms. [redacted] told me that refund would come back to my credit card account after 2-3 billing cycles, which has not happened after my fourth bill. I contacted Ms. [redacted] multiple times, each time requiring multiple phone calls on the same day in order to speak to her. Ms. [redacted] has promised multiple times that the refund would appear on the next statement, which has never come true. I tried to call the office manager but was never be able to talk to him. I have been very frustrated by the deceptive practice Mor Furniture conducted and the lies they told me. I would like to have Revdex.com to step in and push for a refund of $200 for me. Thank you for your help.Desired Settlement: Permanent record of Mor Furniture's deceptive practice so that other consumers will not make the same mistake I did and a refund of my $200 store credit.

Business

Response:

Re: [redacted] Case [redacted]

Dear Mrs. [redacted]

First, we would

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

valued customers have a positive experience with us.

Our Finance

Department has processed the refund to Wells Fargo. This will appear on the

customer’s account within the next 5 business days.

Once

again we would like to apologize for any inconvenience we may have caused Mr. [redacted]. If I can be of further assistance please do not

hesitate to contact me,

Sincerely,

Finance 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.

Regards,

Review: We purchased a complete matching dinning room set: Table, 8 Chairs, Buffet, Hutch in the [redacted] Mor store. My Complaint is about receiving a damaged Hutch with scratches in the glass. Their Tech and drivers have verified the damages in my home. Received 3 deliveries to replace the Hutch, they were damaged too! The comment to me "the replacement have less scratches, I should accept it". The store manager referred us to customer service. I called customer service 5+ times and went into the store to resolve this problem. Why can't Mor deliver an undamaged Hutch? This is unacceptable! "Our Goal Is To Exceed Your Expectations". Mor Furniture did not exceed our expectations when we had a problem!!! This is a very stressful!

Product_Or_Service: San Marino Hutch

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: Desired Settlement : Replacement

We want a new undamaged hutch. If this is impossible for whatever reason, we are requesting a $400 non-store credit.

Business

Response:

February 14, 2014

Revdex.com

Ref: [redacted]

[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 their letter

I contacted [redacted] regarding her

concerns with the scratches on the glass of her San Marino Hutch. This is a

normal characteristic of the glass used in this product and so we have come to

the conclusion that a $400.00 refund will be a sufficient amount for

compensation for this item. [redacted]

can expect a check within 10-15 business days.

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,

Review: I reported a defect in October for a detached piece of furniture that I purchase last November. A representative came to home, took photos and a few days later I received a text message for a delivery date. Great! except when they arrived I was told they had the wrong one.

Today, a second attempt was made to switch it out again, and again, they brought the wrong section. After several phone conversations, I am now told the correct piece will be delivered tonight (sometime between 7pm - 11pm) or I could make arrangements for another day and another 4 hour window. Another 4 hours of my life to accommodate them. Each visit has been towards the end of the delivery window, so that means I'll probably see them around 10:30pm or later; I have to get up for work at 4am.

I contacted Mor after the first delivery error and accepted that mistakes happen. I can't accept it a second time. As soon as second delivery error occurred, I called Mor again. I spoke with a representative who acted like this inconvenience was no big deal, happens all the time, they're only human. When I didn't accept her nonchalant attitude she transferred me to the original salesman. What did he have to do with this issue? When the salesman got on the line, he acted like he didn't know what the issue was. After I explained the entire situation, his response floored me, he actually made a comment indicating this was my fault for describing damaged piece inaccurately (so it's my fault?).

I had to review with him what HIS employer's process is when addressing a damaged/defect claim. Their staff goes to the customers house, their staff takes comprehensive photos of the damage and the piece as a whole, and their staff write up the replacement order. That's when the original representative interrupted, apparently this was a three-way conference call (so why did I have to explain to him the situation? Don't they talk to each other?). Where's the customer service?

A second staff member called me a while later to say they had the right piece and could deliver it today or Saturday. Wanting the ordeal to end, I accepted today so she said she would call me back with a time. Instead of a callback, I received a standard text informing me the delivery window would be between 7pm - 11pm. Again I called their office, spoke with another rude person with the same 'who cares' attitude. She couldn't be specific on delivery time, they don't make exceptions to deliveries when the customer has been inconvenienced multiple times and basically too bad, so sad. Hopefully they come at a decent hour tonight AND they have the right piece of furniture.Desired Settlement: They pick up their furniture (loveseat w/ console and matching recliner) and refund the purchase price including the cost of the leather warranty.

Business

Response:

January

10, 2014

Revdex.com

of <st1:city w:st="on"><st1:place w:st="on">San Diego

4747

Viewridge, <st1:address w:st="on"><st1:street w:st="on">Ste. 200

<st1:place w:st="on"><st1:city w:st="on">San Diego, <st1:state w:st="on">CA <st1:postalcode w:st="on">92123

Re: [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]has indeed

experienced many problems with deliveries and product. We have had to once

again, exchange her recliner. To avoid an excessive wait time and any other

mishaps, we have arranged to deliver another piece on January 20. [redacted]has agreed that this will resolve

the issue.

Again, I apologize for any inconvenience

we may have caused. If I can be of further assistance, please feel free to

contact me directly at [redacted].

Sincerely,

[redacted] Manager

Mor Furniture For Less

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and although we are working to get the defective product replaced I am a little offended that the response indicates they've switched it out multiple times when in fact it's only been replaced once during my entire ordeal with the company. They have come to my house multiple times and only brought the correct replacement piece once.

After speaking recently with [redacted], I have accepted his offer to replace the piece one more time and hope there are no other problems with bringing the correct piece with no defects.

Regards,