Mor Furniture For Less

Review: I purchased a bedroom set from Mor Furniture For Less on or about November 23, 2012 which included a Tempurpedic memory foam mattress and adjustable foundation. I recently moved from the location where Mor delivered the products and when I called to ask for moving assistance, they told me they do not offer that service. The foundation of the bed weighs approximately 400+ pounds and is a danger for anyone to attempt to move it. I recently called to request to have the mattress and foundation returned to the store as I am not satisfied with the product and was told I can not return the product. When I purchased the items, my sales representative told me that if I am unsatisfied for any reason I can contact them and they will assist me with my purchase. I called Mor Furniture For Less Corporate office and spoke to [redacted] who argued with me when I asked to speak to his supervisor. When I was finally transferred to his supervisor, the man hung up on me. I feel that Mor has provided me with false advertisement and misrepresentation in the terms of the purchase as I was told they would help me if I was ever dissatisfied with my purchase and the only thing they did was hang up on me. I then called Tempurpedic to discuss the matter and they also hung up on me.Desired Settlement: I would like to return the mattress and foundation and have my credit card credited with the purchase price of the mattress and foundation.

Business

Response:

October 22, 2013

Revdex.com

RE: [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.

I have attempted to contact [redacted] on multiple occasions and have left messages. As the General Manager of the [redacted]

showroom, I want to discuss the issues she had with our showroom and hopefully

regain her business.

Once

again, I would like to apologize for any inconvenience we may have caused [redacted]. I ask that she contact me

directly at [redacted].

Sincerely,

[redacted]

General

Manager

Mor

Furniture for Less

[redacted] Showroom

Review: Purchased a sofa and love seat from company, were told warranty covered pillows and cushions from ripping and damage .cushions were bottoming out after a few months fabric frayed and ripped. called in August of 2013 asking for replacements per warranty. Bottem cushions were replaced after months of calling and asking for something to be done. Multiple calls were never returned and frequently people on phone were rude. I am still waiting for throw pillows to be replaced, since August. Have had several technicians have been to house and told yes they will be replaced and have yet to have then replaced. Very poor at returning calls and poor customer service.Desired Settlement: Want them to honor the warranty in a timely and professional manner.

Business

Response:

January

17, 2014

Revdex.com

Re: P[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]’s

daughter [redacted]. I assured her that throw pillows were being Fedex’d to her home

today. She then mentioned that both the seat and back cushion casings needed

replacing. That order has been placed

and I explained I will know if they are ready to ship next week. [redacted] indicated

that she was satisfied.

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

We have been told several times that the throw pillows are on there way, we will be satisfied with that part of our complaint when pillows arrive. In my ([redacted]) conversation this afternoon with the rep from Mor it was not agreed that they were ordering new back and bottom cushions. The rep informed me that they were no longer doing business with the company that made our furniture and it would take time to be able to replace all cushions. We agreed that either myself or my mother [redacted] would be in touch regarding all other cushions . We would at this point like all cushions to be replace, and will be satisfied when all new parts have arrived to our home. We have been told numerous times that things would be done and they have yet to be, at this point we are not satisfied.

Thank you [redacted] and [redacted]

Business

Response:

January

31, 2014

Revdex.com

Re: [redacted]

Dear [redacted]

Again, we apologize for the

delays and inconvenience we have caused [redacted].

The throw pillows were

delivered to [redacted] on January 21. We are still waiting for confirmation on

the casings however, we are in contact with the customer and are attempting to

have final resolution quickly.

Again, I apologize for any inconvenience

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

contact me directly a[redacted].

Sincerely,

[redacted]

[redacted] Manager

Mor Furniture For Less

Review: My husband and I purchased a dinning set from Mor furniture on feb 16th 2014 they told us it would be available for pick up friday march 7th.

On the 6th we called to confirm our pickup time for the next day and after they gave my husband the run around he was told it would not be available til march 30th. So I call today just to make sure it would be ready by the 30th because I have no table and I got the run around as well, and they hung up on me. So I called the corperate office and they told me that now it wont be available for pick up til april 6th! also if I wanted a refund so I could go elsewhere it takes up to 10-15 business days to get my money back. One phone call they tell us all they are waiting for is my bench then the next phone call its the table top.Desired Settlement: All I want is my table and chairs that I purchased so my family has a place to sit and eat.

Business

Response:

March

24, 2014

Revdex.com

of San Diego

5050

Murphy Canyon,

Ste. 110

San Diego, CA 92123

Re: [redacted]

Dear [redacted]r,

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.

As soon as we received this

letter we spoke to [redacted] and offered him free delivery when his set

arrived. It is my understanding that [redacted] is happy with this resolution.

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] Distribution Manager

Mor Furniture For Less

Review: On April 12, 2014 my husband and I purchased a sofa, loveseat and chair from the [redacted] store and paid in full. When purchasing these items for our home we were told they would be delivered on April 24, 2014. I received a phone call on the April 23 saying that our furniture would not be available to be delivered until May 4. I explained to them that this was unacceptable as we were having an event at our home and guests would need a place to sit. They said that the chair was unavailable. I asked if they could deliver the Sofa and loveseat and they agreed to do so on April 25.

The Sofa and Loveseat were delivered on April 25, 2014. On May 1 I received another phone call about my chair. This time they were pushing back delivery again until May 16. I explained again that this was unacceptable and they said there was nothing they could do as it had to be shipped from overseas. Had I known I would need to wait over a month for the chair I would not have ordered it. When I spoke with Mor Furniture last on May 1 I explained to the representative that if I did not already have the rest of the matching set in my living room I would have just cancelled my order. I also informed her that I would contacting the Revdex.com to inform them of the terrible communication of their company.Desired Settlement: I would like to have my chair delivered as soon as possible. I would also like to inform the management that their customers are being given unrealistic dates of delivery by their sales staff, most likely to secure a sale. I most likely will never shop at this store again.

Business

Response:

May 21, 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 to [redacted] on 5-18-14. After letting her know how much Mor Furniture regrets the

inconvenience we caused her, I offered her a $250.00 gift certificate for all

the problems she encountered with her purchase. [redacted] accepted the gift certificate.

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

Review: I bought a 3 piece living room set from Mor on Sept 1st (sofa, loveseat, recliner). I received the sofa a few days later and was told I would receive the other 2 pieces no later than Sept 29th. Sept 29th came and went, no furniture, no call. I received a call a couple days later stating that my furniture would be delivered on Oct 4th instead. Oct 4th came and went, no call, no furniture. They called a couple days later and left a voicemail stating now it would be October 10th. October 10th rolls around, I called them because I hadn't received a time for delivery, I was told now it wouldn't be delivered until Oct. 13th, that day doesn't work for me as I have a life outside of waiting for stuff I bought over a month ago.

So the person I talked to said the 14th and he would make sure that I got my stuff on the 14th no matter what. Not even 2 hours later I get a call stating that no I will not get my furniture on the 14th it's now looking like the 16th. I have a feeling that if I didn't do something now the 16th will roll around and I'll get another just kidding phone call. I cannot keep clearing my schedule for furniture to be delivered only to have them no call/ no show every single time.Desired Settlement: I want my order delivered on October 16, 2014 no later than 11:00 am Pacific Standard Time. If they will not get my order here by that date & time, I want a full refund for the entire order (they can come get the sofa from my house). I'll go buy my living room furniture elsewhere.

Business

Response:

Review: 1) Jan 6, 2015 purchased queen bed at [redacted] 2) Jan 7, queen bed right sideboard delivered defective.

3) Jan 8, two repair men brought sideboard replacement but couldn't complete job due to not bringing their drill. I called customer service, in San Diego. Spoke with [redacted] she offered $99.99 delivery charge refund to my [redacted] for our troubles. [redacted] said refund would take 8-10 business days to apply.

Same day, approx 7:30 pm, same two repairmen returned with a drill to install sideboard. In the process, damaged replacement sideboard. Leaving bedroom in disoray with hardware left all over bedroom floor. Same two repairmen agreed to return next day @ 7:00 am, Fri Jan 9, to correct the problem.

4) Jan 9, approx 7:15 am I called repair man to find out if on their way. He said no, to call Mor office instead.

At approx 9:30 am, I called cust service to explain problems as mentioned. [redacted] at cust service transferred me to [redacted], supervisor at the [redacted] warehouse. After numerous calls and explanations with [redacted], she committed to making things right by offering a $200 refund to my [redacted]. [redacted] also scheduled a 2:00 pm appointment for repairmen to return and replace the damaged sideboard. Approx 2:45 PM, sideboard was replaced, job complete.

5) Jan 29, I called customer service in San Diego, spoke with [redacted] about $99.99 not applied. [redacted] agreed to expedite refund request to Accounting Dept. informed takes approx 72 hours for refund.

After, called [redacted], supervisor in [redacted] warehouse to inquire about $200 refund not applied to my [redacted]. [redacted] tried to reneg on verbal promise to refund $200. After much debate, [redacted] asked to call me back. At approx 5:30 pm, [redacted] called back admitting to being aware of our past conversations and verbal agreement to refund $200. She again agreed to refund $200 and said it would take 3-5 business days.

6) Feb 8, $99.99 and $200 refund not applied to date.Desired Settlement: Desired outcome is for Mor Furniture to make good on their verbal agreement to refund $300 to my [redacted] credit card.

Business

Response:

Review: I purchased several pieces of furniture from the [redacted] store on 2/7/2015 and delivery was without incident. However, it has been 3 separate times since then that I have been charged a late fee for their errors. The first incident happened in March when late fee for $25 was charged even though payment was received before the 15th due date. Check was confirmed as delivered on 3/10/2015 to Mor Furniture for Less [redacted] PO Box address by my Bank's representative on a 3 way call with Mor's customer service rep. They offered to waive the late fee since but my bank agreed to take the blame and credited me with the late fee.

The second incident happened in June, once again bank mailed payment delivered on the 12th and once again, I was charged a late fee this time $35. Once again, my bank rep and I called Mor and the late fee was reversed. It became obviously clear that Mor does not process payments until they feel like it and then penalize the customer for THEIR delay.

The third incident happened a few weeks ago. Due to my previous "delayed" experiences with Mor, I created an account on their website so I could pay directly to them and not deal with any confusion. I paid $50 on 7/8/15 on the Mor payment website ??????"[redacted] and got the confirmation email that payment would post the next day. On 7/15/15, I called Customer service at [redacted] to verify receipt of payment as my account did not reflect online payment. Rep confirmed online payment after placing on hold several times to consult with "supervisor" call length-19minutes. On 7/16/15, my Mor account showed a $35 late fee charge and another 24 minute call to Customer service said to allow processing time. Again confirmed my 7/8/15 online payment and "authorized" the late fee reversal.

My account still shows no payment or late fee reversal. Spoke with [redacted] today who rudely said I had to pay $50 before late fee can be reversed since THEIR system failed to process my payment. HELPDesired Settlement: I would like Mor to reverse my 7/15/15 late fee charge as it is totally unfair to be penalized for their internal system failures. I made payment 1 week prior to due date directly on Mor website. I cannot sit back and allow their shortcomings possibly reflect negatively on my good credit. I just want my account to reflect accurate information with up to date payments. Thank you.

Business

Response:

Review: On March 30, 2015, I was promised delivery of a roll of fabric by [redacted], Showroom Manager, at the [redacted] store. After not receiving the product and many phone calls to the store during the month of April, I was unable to reach [redacted]. On April 25th, [redacted] finally sent me an email aplogizing for the delay and that he would track down Mor's sales rep that was going to ship the fabric. Again, I received no reply, and was unable to reach anyone in management at the store (there was always an excuse such as the manager always in a meeting or out of the office). On May 19th, I contacted Mor's corporate office in San Diego and spoke with [redacted] who placed me on hold and contacted [redacted] through a 3 way conference call. Once again, [redacted] aplogized for the mishap with the fabric and promised to have their vendor, [redacted] ship the fabric immediately via [redacted] to my [redacted] address. [redacted] placed us on hold and called the sales rep or vendor on the other line (so he claimed) to confirm all this. [redacted] returned to the conferecne call and stated he would let me know the tracking number within the next few days.

Having received nothing, and no communciation what so ever from Mor, I sent Mor a written comment from their website on June 25th about the entire matter. On June 25th, I received a reply from Mor via email stating that they aplogize and they forwarded the matter to their regional managers and that I should expect some one from Mor to contact me in the next 24-48 hours.

Today is June 30th and I have not receivded any communciation from Mor. I am exhausted from dealing with this issue and their company. I am extremely frustrated and very dispappointed in the lack of follow through and empty promised I received. When someone says they will do something for their customer, they should mean it. I still have not received my fabric.Desired Settlement: This business needs to deliver on their promise, that is all I am seeking. If for whatever reason they are unable to provide the fabric they promised, then I want Mor to repair my sectional at their expense.

Business

Response:

July

17, 2015

RevDex.com

4747

Viewridge, Suite 200

San Diego, CA

92123

Case ID#

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.

Unfortunately

I have been unsuccessful in my attempts to reach [redacted]. I would like the opportunity to assist [redacted], but I am in need of some information before I can order the fabric she

is requesting.

Once again, I

would like to apologize for any inconvenience we may have caused her. Our customer’s satisfaction is extremely

important to us.

Please do

contact me, [redacted], at [redacted] (Tuesday-Saturday) or you

can e-mail directly 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.On july 15th, I responded to mr. [redacted] via email upon his request to catch him before he leaves on vacation. He has not responded to me.

I can forward this email upon request.

Regards,

Review: I recieved an interest free credit offer in store. I set up automatic payments from [redacted] which have always been on time and reliable. After getting my second bill they charged me a late fee saying my payment did not arrive before the 15th. My bank shows the payment was processed on the 15th by Mor. I called and the rep said they cannot take any other payments over the phone (credit/debit card) and the only solution he offered was an ACH agreement which I do not use because they will have permanent access to my account.

He said "your payment may arrive on time but it can take our billing department up to 10 days to process it". They reversed the charges. At that time I also made an extra payment to the account to get ahead. I recently got another bill with a $35 dollar late fee. Called back and spoke with a supervisor who would not listen and refused to help. She also said the extra payment I made did not help keep the account current. When I told her what her representative said about processing bills she said no one ever said that. Mor furniture's credit department seems to intentionally hold payments so they can charge late fees. My bank has confirmed the payments are getting there on time.

Their agreement also says they can increase the interest rate if payments are late again, giving them an opportunity to take advantage of the customer by slowly processing payments.Desired Settlement: I would like the $35.00 refunded and my credit report corrected. My bank has confirmed the payments arrived on time and Mor's representative clearly stated they can take up to 10 days to process a payment which isn't the customers fault. I have moved the payment date to the first. However, the manager told me any extra payments would not help. It seems no matter when or how many times I pay them they are going to charge late fees, hurt my credit, and charge me a very high interest rate.

Business

Response:

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] has been refunded his $35. As his financing is done through [redacted], we suggest that he contact them to ensure that his credit report has been credited properly.

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

Review: Mor furniture was first contacted early October for a new couch cushion that was damaged. After sending my info to order a cushion and receive a quote I heard nothing back. When calling them to see where the order is at it was never placed and the lady I was dealing with lost all the info. I tried a second time with a different customer service rep and almost the exact same thing happen ,when I asked for a manager their reply was there is not one available and he will call me when he is, that never happened.

I went on several review websites to review mor furniture and received a phone call from their corporate. Saying they will put the order in for the couch cushion. I was charged $75 to which I do have a receipt for. When calling to see how long the couch cushion would take they did not submit a quote for the cushion or for it to be made. Now I can not get a response back from them. This is a simple order to be made for one couch cushion from their vendor.

I offered to deal directly with their vendor but they said no. Every time I speak with a customer service rep from mor furniture they are rude and act like I am bothering them when I am the customer. I am sick of the excuses and their lack of records. They never respond to email but claim they make phone calls.Desired Settlement: I'd like them to either give me my money back and the number to the vendor so I can deal with them personally. Or I would like them to finish the job put in the order and have it delivered.

Business

Response:

January 12, 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 the inconvenience [redacted] has experienced.

It is always our goal to ensure that our valued customers have a positive experience with us.

Our Customer Service Rep has been in contact with [redacted] since mid-December. We are waiting for the vendor to send out the missing part. Once this has been done the matter should be resolved.

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

Sincerely,

Mor Furniture Customer Service

Review: On 12/2/2012, I purchased both a couch and an entertainment center from Mor Furniture for Less. Delivery of the original items was in the promised time frame, however, unlike the statement on the company's website, "If you pick up your product you will have to assemble it yourself. If you have your product delivered it will be assembled for you," the furniture was not assembled by their delivery personnel. Since the delivery date, two pieces of the four piece entertainment center had to be replaced due to damage during shipping. Then in March of 2013, I went to turn on the internal power supply of the unit for the first time. The first time I turned it on, it flipped the power breaker. After resetting the breaker I tried turning the power supply on again and it began to spark internally and give off smoke. A service call was placed on 3/11/13 (3rd telephone interaction) and on 3/17/13 a repair technician came to inspect the unit. Upon opening the back of the entertainment center the power supply wires were frayed and the technician stated, "it looks like a mouse chewed on this in the storage unit or something." Despite my efforts to inform the customer service representative of the part in question that was damaged, the service technician did not have a replacement with him and stated he would have to order it. Given a 4-6 week time frame for replacement, I let 2 months pass and called customer service again (4th telephone interaction) on 5/14/13. At this time, they said they still did not have the part and they would check with their parts department on it. Two more weeks pass and I called customer service again (5th telephone interaction) on 5/31/13, this time they transferred me directly to the parts department and upon speaking to an employee there I found out that the original service technician that came out on 3/17/13 no longer worked for the company and better yet that the replacement power supply unit had never been ordered. They said it would take around 4 weeks and that they would order the part as soon as they got off the telephone with me. I allowed time to pass until I called once again (6th telephone interaction) on 7/8/13 and talked to I believe a gentleman named [redacted], a customer service representative. I asked three distinct questions and again got the run around. 1) He checked with the parts department and was not able to find anyone that knew about the part order 2) I asked if there was any sort of discount that could be applied to my original bill due to 7 months of hassle and if not that I would like to return the unit. He said neither of those was possible. 3) Finally, I asked for the manager. He said that no manager was available at that time and that he would have one call me on 7/9/13. It is now 7/10/13 and I have still received no call.Desired Settlement: 1) Repair of the unit in a timely manner

2) Reimbursement for time spent resolving this issue, self assembly of the entertainment unit despite delivery of the furniture, and services not delivered (assembly of the unit and replacement of the power supply).

Business

Response:

July 24, 2013

Revdex.com

Ref: [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

I contacted [redacted] and have arranged for a technician to go out and

make the necessary repairs to his entertainment center. Should the technician be unable to repair the

product, we will explore other options.

Once again, I would like to

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

not hesitate to contact me at [redacted].

Sincerely,

[redacted] Warehouse

Mor Furniture for Less

Business

Response:

July

29, 2013

RevDex.com

Re:

Case # [redacted]

Dear

[redacted],

First,

I would like to apologize to [redacted], for any inconvenience we

may have caused them. It is always our

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

us.

After

reviewing this case and speaking with [redacted], we have agreed to

replace the entertainment cart that has the necessary electrical components

needed to resolve the existing issue with the lighting system. We have also

agreed to refund the delivery fee of $220.00.

It is my understanding that the [redacted] are satisfied and feel the

matter has been resolved.

Once again, we 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,

Warehouse

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: To whom this may concern, I am formally lodging a complaint against Mor Furniture in [redacted]. My initial purchase was in October 2012 when I purchased a marble dining room table set. Two days after the set was delivered, I noticed that there were spots on the table caused by clear water just being on the surface for only moments. I have had experience cleaning and caring for marble in the past as a professional housekeeper and knew that it wasn't normal.

I contacted the company and was told that they would do nothing about it as it was not a manufacturer's defect. It wasn't until I contacted the finance company I used for the purchase, that they in turn had a Mor customer service manager ([redacted]) contact me who told me that they would let me exchange the set for a different set, which I did.

The new set was a wood dining table set. This set did cost more money but I was still needing to replace the original set. At that point it was strongly suggested that I purchase their insurance for $100.00. My replacement set was delivered December 2012. When the new set was delivered, I noticed that every chair had scratches all over them. As I was pointing them out to the moving men, I saw one man take out what looked like a colored pen and started to draw on the scratches rubbing vigorously also including his spit.

As the two men were leaving, they had me sign off on the paperwork where I wrote in large print " All 6 CHAIRS ARE SCRATCHED". At that time, my health was in a very precarious condition and was warned by my physician not to stress myself. Knowing what I went through on my initial contact with the company where I was hung up on and was never able to reach the person I was supposed to regarding my first complaint on the initial purchase, I decided to wait and see if they would respond to the note I sent back with the delivery men. I did take photos of some of the damage one month after that delivery and later sent those photos to their corporate office, where they had this man come out to inspect the damage.

I showed this man all the damage on the chairs with a few on the table. He went on to say that it was damaged by the chairs hitting the table edge and denied it could have been done by the movers, even though he couldn't explain how I knew about them using what they refer to as a "touch up marker" on the scratched chairs.

By the way, I have the complete conversation between that man and myself on audio tape as I did suspect I would not be treated fairly once again . I was then led to believe that the insurance I purchased would cover the damage. I submitted the forms to [redacted] where they promptly refused the claim as it needed to occur from a specific incident rather than normal wear and tear claim. I have purchased a damaged set. The company who sold it to me won't help, neither will the company who's insurance I purchased. How can this situation ever be considered fair? I have called their corporate office twice with no return call. Please tell me there's something you can do to help.Desired Settlement: [redacted]SEE INITIAL COMPLAINT[redacted]

Consumer

Response:

[redacted], For this complaint I was not given any case number, however my name is

[redacted]

[redacted]

[redacted]

The delivery took place on Jan. 1, 2013 ( I wrote on their invoice they had me sign " All six chairs scratched")

February, photos were taken of some of the damage and later sent

October, Mor employee came to inspect damage

December, submitted [redacted] insurance claim later denied

Business

Response:

February 20, 2014

Revdex.com

4747 Viewridge Suite 200

<st1:place w:st="on"><st1:city w:st="on">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.

We have spoken with [redacted] and arranged to pick up her furniture tomorrow, February 21 and refund her purchase amount. We believe this will resolve her issue.

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

Sincerely,

Distribution Manager

[redacted] Warehouse

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: On January 10th 2014, we purchased a sofa and TV stand for around $3,700. The items were to be delivered on Feb 1st 2014 between the hours of noon and 4pm. Around 5pm we started to call to see when the sofa would arrive. We called customer service. We were told they would call the driver and give us a call back. 6pm came around, still no items and no call back from customer service. I called customer service and was told the exact same thing…They would call back. 7pm came and still nothing.

I called yet again and was told they are trying to get a hold of the drivers. Same thing at 8pm. The drivers finally showed up at 9pm. Aside from the TV stand being extremely dusty, it was ok. The sofa however, was missing one of the back pillows. The driver said they would let the store know and we have a new one ASAP. I called customer service on Feb 2nd 2014 to let them know about the missing pillow. They said it would take 4-6 weeks for the missing pillow to be delivered. At that time I requested to purchase an additional pillow. I was told that I could NOT purchase an additional pillow. And they would only send us the missing pillow.

A week later I called back to check on the status of the missing pillow and requested a refund for delivery fee's. Customer service said they were unable to refund the delivery charge but would give me a $100 gift card. I let her know that I will more than likely never purchase anything from them again. I requested to speak to a manager. A few days later, a manager called and said they would refund the delivery fee. My fiancé called to speak with a manager about why we could not purchase an additional pillow. When she spoke with the manager at the [redacted] location, he said he had no idea why they would not let us purchase an additional pillow and would have our sales rep call us.

She also requested a status of the missing pillow. A few days went by and still no call from our sales rep. She finally called and said someone from Customer service would be calling us in 30 minutes to an hour. We didn't receive a call from customer service until 4 days later. When we received this call, we were told that the missing pillow would be delivered March 15th 2014. Thats one and half months after the sofa was delivered. She was unable to tell us when the missing pillow was actually ordered by the sales rep. The other purpose of her call was to purchase the additional pillow. So we would receive the missing pillow March 15th and the purchased pillow in April or May. She told us that our sales rep should've told us that the additional pillow could not be ordered until we pay for it. The whole time we were waiting for a pillow that wasn't even ordered yet and we had no idea.

Because these dates were insane, we asked if there is anything she can do to get the pillows sooner. She said she would speak to the warehouse manager and call me back. When she called back, I was told "they have a sofa in the warehouse but the warehouse manager will not give us pillows off of it because it is already missing a pillow" So that tells me that when someone else purchases this sofa, they will have no problem doing the same thing to them. I called to speak with a manager at [redacted] about getting them delivered sooner and let him know about the sofa at the warehouse. He said he would send an email to the warehouse manager and see what they can do.

A couple hours later, I received a call from customer service saying they are going to give us both pillows from the warehouse. She took the $60 payment for the additional pillow and told me both pillows will be delivered the next day. Later that night we received a call confirming a delivery for an "exchange" I let the lady know there is nothing to exchange and they are simply dropping off two pillows. She said she would fix it in her system. When the driver showed up the next day, he of course, was looking for an exchange. I let him know there is nothing to exchange he is just dropping off two pillows. He said he had two brown pillows in his truck. I told him they should be two stripe pillows and if I could see them. He refused to let me see them and left because he wasn't exchanging anything.

I called back to customer service and they had no idea why he was trying to make an exchange or why he had two brown pillows. I called yet again to the manager at the [redacted] location and asked him why this was happening. He said he would look into it and call me back. A few hours later I received a call from the driver saying he was on his way with ONE pillow. I called to speak to our sales rep as to why they are only delivering one pillow. She was very nonchalant and almost cold with us. Saying it "makes sense" that only one is being delivered. I let her know that we PAID for the second pillow and we were told BOTH would be delivered. She made the comment that she doesn't know why we were told that and she has been "out of the loop." She said she would "look into it" and call back.

She gave us the impression that she is "out of the loop" because she has received her commission and we are wasting her time. I also told her that we would just return the sofa because this was just too much. She let us know they do not have a return policy. And now that makes sense. If we can't return, she gets to keep her commission. "Makes sense" why we have yet to hear from her. However, while reading some of the MANY other complaints, a refund of product was offered to someone else. Once the driver arrived with the one pillow (Feb 26th) he let us know it was a "showroom pillow" so basically we received a used pillow. I gave them a couple days to get back to us on the PAID pillow. On Friday, Feb 28th 2014, I called to cancel the additional pillow and get my $60 refunded. I let her know I would rather purchase pillows from another company then to deal with them any longer. And that is exactly what I will do. Today is March 10th. We have yet to see the refund.Desired Settlement: Being a business owner, I can't fathom giving this type of customer service. I would like a letter of apology, my $60 refunded and a reasonable amount credited back to my MOR card for the purchase of the sofa. A new pillow with the Scotch Guard (that we paid for when we purchased the sofa) would also be nice.

Business

Response:

March

14, 2014

Revdex.com

of San Diego

4747 Viewridge Ave, Ste. 200

San Diego, CA 92123

Re: [redacted] Case # [redacted]

Dear [redacted]r,

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.

We delivered the missing

pillow yesterday and refunded her $60 for the part together with an additional

$200 for the inconvenience – total $260.

The customer has indicated that she is satisfied.

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] Distribution 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 bought a power sofa on 9-25-10. I have my receipt and all paperwork. On April 29th 2014, I called the store about the sofa having broken or lose springs. I was told that was covered under the 5 year warranty (under 'frames and mechanisms') and that If I delivered it to the warehouse there would be no fee, but if they had to come get it, it would cost me $49.95. On April 30th, I was in the area of Mor Furniture, so I stopped in to look around. I ended up speaking to a salesman named [redacted]. I explained the situation to him and he said the store would probably give me store credit for the purchase price. He sent an e mail out asking about the repair or replacement. He said I should receive a call within an hour. On May 5th I called [redacted] because I had not heard from anyone with Mor. He said there was a return e mail that said they could not repair or replace the sofa because they don't carry it anymore. They offered me 25% off of my next purchase. I stressed that the warranty says 'repair or replace' and does not mention anything about IF they still carry it. I asked him to speak to a manager and have someone call me back. By the 8th of May I had not received any contact from anyone. I called the 800 # from Mor Furniture's website. I spoke to a woman and she put me on hold and came back and told me that the springs of the sofa were not covered under the mechanisms warranty. I explained to her that TWO people at the store told me it was! She said she would look in to it further and PROMISED to call me back that day! Today is the 10th and I have not heard one thing from them!Desired Settlement: At this point I do NOT want to do anymore business with Mor Furniture (and I have purchased a lot from them)! The warranty says repair or replace. I would like my purchase price of $643.97 refunded, since they say they don't carry it anymore and can't replace it.

Business

Response:

June

10, 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.

[redacted] has been authorized for a reselection in the amount of $735.94. We will facilitate picking up the damaged

goods in question upon delivery of the new product the customer re-selects

into.

Once

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

at [redacted]

Sincerely,

Manager

Customer

Service

Mor Furniture for Less

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]

Date: Mon, Jun 23, 2014 at 2:15 PM

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

To: [redacted]

I was contacted by Mor Furniture and offered full store credit. They want me to use it by the end of the month. When they deliver my new selection, they will pick up the damaged sofa. I really didn't want to get anything else from them after the run-around and lies I got from them, but this is the only offer they made. They wouldn't give me a refund. I have not picked out a new item yet, so I don't consider this case closed yet.

Thank you for you help!

Review: We have purchased three mattresses from Mor Furniture for less El Cajon, CA. A twin, full and European king size in September 2014. The mattress is mor furniture product, memory foam with gel mattress. The twin and full was delivered as promised to us. The salesman who was helping us was Captain, he told me that the king will not be available for another two weeks for delivery which was at the time perfect since we just bought our new home and our bedroom furniture will be coming to CA from AZ in two weeks. My husband has a bad back and I do have sleep disorder that I need to use medical device to sleep. As it get closer to the delivery date, we were informed that our king size mattress will not be available for two months! We were upset, because we were expecting to have our new bed set up for us. Captain and Mor furniture made us believed that they were giving us an upgrade by selling us Serta not knowing that what they sold us was a discontinued merchandise. We noticed the problem of being so uncomfortable to sleep right away and called their customer service whi adviced us to give it more time for our body to adjust, but we have not had a good sleep for couple of months! We tried calling them and letting them know about the issue and the answer we get now was "they can't do nothing for us because the item was discontinued." Because I need them to check the mattress which is uneven, they sent someone to measure the mattress and took few pictures. They said that the measurement on the sides should have a difference of 1-1/2" before they can consider it defective and ours is just an inch! They told us that the mattress has ten year warranty for WHAT? We paid big $ on this mattress and we just wanted to have a better sleep. This our first time doing business with Mor Furniture for less and definitely the last one, as well as first time filing a complaint to Revdex.com. We do not wish other consumers to experience the trouble we are experiencing at this time.Desired Settlement: We just wanted them to make it right for us, for letting us exchange or refund us the money we paid for the mattress and we will do our business somewhere else. The manager we talked to the last time told us that if we return the mattress the store will have to eat the loss and he will not allow it to happen? We were surprised to hear it from a manager, they were the one who did not disclosed that the product they sold us was discontinued! No wonder it was discontinued, it's a very uncomfortable bed. Trying to make the mistake they made regarding promised delivery by making us believed that we are getting an upgrade purchased, but in reality it was a bad deal all around. We should have just cancelled our purchased after they made the mistake.

Consumer

Response:

I just wanted to let you know that our problem with Mor Furniture For Less had been resolved. They have replaced the mattress with the original mattress that we had ordered in the first place.

Review: We purchased a leather sectional, side tables and dining set from MOR Furniture, February 19th, 2012. We received the sectional April 4th, 2012 (we were told by the salesman, [redacted], that the sofas were in stock and would receive them right away. After several calls and a month and half later we received all of our furniture). The sectional purchased came with a one year warranty; I purchased a separate five year warranty as well. Eleven months later we noticed that the leather finish was starting to crack and peel. We called the company and spoke to the manager, let him know that I had purchased the sectional about almost a year ago and that our leather couches were cracking, peeling, fading. We called on five separate occasions and we were told that our warranty was up and that we would have to contact [redacted] (the separate warranty company) and that they would handle the issue. We contacted MOR Furniture before the warranty was up, however, no one would respond to neither our emails nor phone calls. There after I called [redacted], they painted the cracked couch and we were told that that we were lucky they went to fix what they did because it was not covered in the warranty. When the technician came to fix the damaged couch we were told that the couches were not leather and that they were vinyl. There were sections of leather on the couch but most of the couch was vinyl. We contacted MOR regarding this and we were told that "there was nothing they could do. When we purchased the sectional we were told that the couches were 100% leather, I stated to the rep that we did not pay over $4,000 to have our couches rip in less than a year. We were told that the there was no way that the couches are vinyl and that they are real. The dining set that we purchased is currently peeling and the chairs are flimsy and again have been unable to get a response from anyone with regards to this. $7263.91 later we have nothing but useless furniture and nothing worth looking at.We have been dealing with MOR Furniture for 5 months now and have not received any adequate response, except, we cannot do anything for you. At this point I would like a full refund on my purchases and would rather not deal with this company ever again.Desired Settlement: We have been dealing with MOR Furniture for 5 months now and have not received any adequate response, except, we cannot do anything for you. At this point I would like a full refund on my purchases and would rather not deal with this company ever again.

Business

Response:

August 30, 2013

Revdex.com

4747 Viewridge Ave Room 200

San Diego, CA 92123-4889

Ref: [redacted]

Revdex.com Case# [redacted]

Dear [redacted]r,

First, I would like to

apologize for any inconvenience we may have caused Ms. Alonso. It is always our

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

After receiving your letter,

I contacted [redacted] to discuss her concerns. We have agreed to offer her a

reselection. [redacted] indicated that

this would resolve her issue and 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,

Review: We been looking to purchase a tempur-pedic mattress for some time now. We decided to stop by on 8-1-2013 to take a look at what deals they got going on, as we walked in to the store we got greeted by salesperson [redacted] we then went to look at the mattress, he told us about the current promotions such as 0% apr till 1-1-2019 and free pillows, free mattress cover and free sheets.

We looked at different mattress soft ones and firm ones, we decided we wanted to Waite and talk about it at home, he kept talking to us and told us that we can buy it and if we didn't like it that we where able to switch it for another one, we still said that we wanted to talk about it more at home, as we where heading to the front he asked if we wanted to open a credit card just to find out how much we where approved for that way we know how much we where able to spend, we decided to go ahead and try it, we got approved so then the sales associated took us back to see the mattress and convinced us to buy , we decided to buy the firm mattress and the adjustable base but wasn't sure between the adjustable base or the adjustable/massage base, he said that it would not be no problem exchanging it if we change our minds on the mattress or the base.

We went ahead and purchase the firm mattress and the adjustable base just because he said that if we weren't happy we were able to exchange for the other. 2 weeks went by and we didn't like the mattress it was too firm, we went to the store and talked to [redacted] and told him that we wanted to change the mattres for a softer one and the massage/adjustable base, he said no problem the only thing is that you have to keep it for at least 30 days. So we waited till 9-4-13 and went in to the store again and talked to [redacted], this time [redacted] said that we can exchange the mattress but not the base, that we were stuck with the base.

I asked [redacted] to talk to management so they can exchange but manager [redacted] refute to exchange simply said that base cannot be exchange only mattress, by this time we been in the store for about an hour half, [redacted] goes and helps another customer and left [redacted] talking to us.... We where very frustrated and all we wanted is to get the softer mattress and the massage/adjustable base. And I'm very disappointed on manager [redacted] because he said that he's not able to help us and said "you can call my boss" so I got he's boss card and left store very disappointed.......Desired Settlement: All we want is the softer mattress with the massage /adjustable base, I understand that is more money for this upgrade and was ok with paying the difference, but at this point I want exchange and also compensation.

Business

Response:

September 20, 2013

Revdex.com

Attn: [redacted]

RE: Case #[redacted]r

Dear [redacted],

First, I would like to

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

valued customers have a positive experience with us.

We arranged with [redacted] to exchange his mattress

with an upgrade. He indicated that this has resolved the matter and he is

satisfied.

Again, we apologize for any

inconvenience we may have caused [redacted].

If I can be of further assistance, please feel free to contact me at [redacted]

Sincerely,

General Manager

Mor Furniture for Less

Review: On July 20, 2013 we purchased an I Comfort mattress set (Inception Set California King) from Mor Furniture in [redacted]- it was delivered on 7/21/13. We have had the set for less than 2 months and it has already started to breakdown. On one side the mattress has shifted and it feels as though you are rolling off one side when laying down and than the other side feels as though it is not giving the support all over. We contacted the store via phone about a week ago and they said we had 120 days to come in and switch out to a mattress set of our choosing (price did not matter) The difference in price was supposed to be refunded. We went into the store yesterday 9/13/13 to ask for a more suitable set that would meet our expectations. They had the original sales Rep [redacted] try to handle the transaction. He kept trying to upsell us despite our attempts to get a certain set. He finally went to do the paperwork and came back after having us sit for over a half an hour waiting. Instead of getting the proper refund and full set-- he stated that we had to keep the box springs and only get the new Mattress Top-- the listed price for both pieces was less than $900 instead of the $2699 price of the first set (defective set) that we purchased). He stated that we would only be getting a refund of $819.85. This would mean we would be paying over $1800 for a mattress top who's listed price for the set was less than $900. We would be paying double the price for the new set. None of this was stated in the contract and we did not feel as though that was appropriate or fair business. We spent an hour and a half trying to get the new set and still left dissatisfied and feeling like we were being ripped off.Desired Settlement: We are no longer comfortable with dealing with Mor Furniture to get a new Mattress set and so we would like to get a full refund and have them pick up the original set so that we can go somewhere else to make a purchase. If that can't happen that would like to get the proper full credit and replace the mattress set with the one we were going to exchange yesterday. We no longer want to deal with Mr [redacted] for this transaction.

Business

Response:

Sep 29, 2013

Revdex.com

Attn: [redacted]

RE: Case #[redacted]

Dear [redacted]r,

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 have personally contacted [redacted] concerning her experience; we have exchanged her full mattress set

as desired. .

Again, we apologize for any

inconvenience we may have caused [redacted].

If I can be of further assistance, please feel free to contact me at [redacted].

Sincerely,

[redacted]

Showroom Manager

Mor Furniture

Review: I went in to look at furniture and asked the sales person to price out a bunk bed and desk for me. He collected a lot of information from me and had me sign some forms and said the transaction was ready to go through but would not go through until I authorized it and showed me a form on the computer that still needed to be filled out. I went home, showed pictures to my family and decied the desk was too small. Then several weeks later I received a Mor credit card (that I did not request), I did not finalize any payment information . Then I received a call from a delivery person for delivery on this bed I did not order.Desired Settlement: I want Mor to retract this credit card they issued me, retract all supposed contracts and to be punished for doing this.

Business

Response:

October 25,

2013

Revdex.com

Re: [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 contacted

[redacted] to discuss her concerns 10-20-13. On October 20, 2013 I voided her

sale, and explained how she can close her MOR Furniture credit line. [redacted]

is completely satisfied at this time.

Sincerely,

xxxx xxxxxxx

Mor

Furniture for Less

Review: The company sale's person had turn my info over to the credit manager[redacted] not for sure of his name but know his face) . He then told me that almost everyone is approve for in store credit. and he could help build my credit if I was to apply for the credit. I told him the the terms of finance an $199.99 dollar Item was not what I wanted to do. I then said to him I am not instead that I had put all of my personal information on the sale slip like [redacted] the sale man told me too that he should give it back to me. That is when the credit Manager told me not to worry he would take care of it. I said you should tear it up or shred it. I don't need to finance for the mattress and I don't want credit. I Thank him. On September 30,2013 I got a letter from [redacted] . Thank Me for my application for credit. This company sales rep took my information and ran a credit check . This is unauthorized use of my social security number. I am not sure if this is company policy . or this is the way the managers run this store . I took the company at it's good faith when I saw them on T.V. How many time has Mor Furniture violate a customers trust or is it just the employee who feel that when they have your info it is a free for all. I gave my information trusting the company and it's employees. I do want to be a victim of I.D. theft from a trusted company or its reps.Desired Settlement: I would like to have the hit taken off my report. this hit to my credit cause my score to drop. I would like to have an written apology. I would like to know if this is a company policy to run a person info (S.S. number) after the customer tells the company/sales person they don't a line of credit.

Business

Response:

November 8, 2013

The Revdex.com

Re: [redacted]

Dear [redacted]

This letter is in response to the letter that [redacted] wrote regarding his experience in my [redacted] Showroom.

First, we would like to apologize to [redacted] for any inconvenience we may have caused her. It is our goal to provide world class customer service to each and every customer, but it seems we fell short in this particular case. I spoke to [redacted] and apologized for her unpleasant experience with our sales staff. I let her know that her experience is definitely not typical of a “Mor” experience and assured her that I would handle any and all employee issues.

There was some confusion in the whole process, she filled out a credit application and signed it. We ran her credit; she was passed on by [redacted]. We offered her our in-house financing, that’s when she spoke with the second agent. She passed on our in-house program and then she said she didn’t want to be run anymore thru [redacted] but that was the first step. [redacted] acknowledges that she did fill out the application but she is upset we didn’t re-emphasize that she was giving us consent to run her credit.

Again, we apologize for any inconvenience we have caused [redacted]. Please feel free to contact me with any questions at [redacted].

Sincerely,

Showroom Manager

Mor Furniture