Mega Furniture

To Whom This May Concern & The Revdex.com, Mega Furniture has considered this matter heavily. We apologize for the issues Mr. [redacted] was reporting. As of this moment we consider this complaint closed as we have helped Mr. [redacted] uphold his manufactures warranty to take care of the...

issues he was reporting. Mr. [redacted]’s service was completed on October 7th, 2016 and he is satisfied with repair. Please feel free to reach out to me with any questions or concerns. Regards, Christopher M[redacted] (Customer Relations Manager) [redacted]
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Complaint: [redacted]
I am rejecting this response because:I spoke with the manager of MegaFurniture who sent a technician to my house.  The technician was a kid who wanted to know where the missing parts were.  The kid told me that he could not help me with the repairs.  The manager said that he would not take the bed back.  I have attached pictures of the damaged Storage Bed.  I wish to return this damaged merchandise to the store, however, they refuse to take it back.  I will not pay for this defective merchandise.
Regards,
[redacted]

Revdex.com:
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 sectional that was delivered was not the same as the one I sat on in their store. I believe that they built an enhanced, better support and padding, for the show room but deliver a much lower quality product. The seating frame would not break or the chair would not give way so that the person is leaning, setting at a 40-45 angle after such a short time otherwise. The leaning seem to start within 2 weeks of setting on the furniture. The other items that I listed in my email were just and indication to the quality and attention to detail in their manufacturing process.I never used any profanity, unless you consider the word "crap" that I used to describe their products.Every time I asked for a refund they reminded me that I signed a contract, but that goes both ways. They promised a quality product but did not deliver one.I asked Ray, the salesman, "is this material leather?" He replied with "It is cotton backed leather". He never tried to explain the difference between real leather or a bonded leather. Later when I called  customer service, one  lady told me that it was a vinyl,  while  another at a different time mentioned bonded leather.I had purchased the extended warranty for $100, but what they do not disclose is that there will be a $45 transportation fee for every time they take a piece back to the warehouse for repair. I had the sectional in my home for two weeks when the seats were leaning and  later one completely broke and I was suppose to pay these guys to pick it up and repair it?They delivered an inferior product compared to what was in the showroom. After reviewing the other Revdex.com complaints it occurred to me that they had to resort to the No refund, No exchange, 40% restocking fee in order to badger their customers in to keeping what was delivered. It's the Mega Way.
Regards,
[redacted]

Tell us why here...To whom it may concern, and the Revdex.com,Mr. and Mrs. [redacted] (to be described as customer [redacted] for Revdex.com anonymity), came and purchased from Mega Furniture on April 25th, 2015. At the time of sale, customer [redacted] signed our terms of sale, including,...

"Seller makes no warranty beyond any written description itimized in this order. Such disclaimer does not effect manufacture warranty if any". Customer [redacted] was scheduled for delivery. Mega Furniture was able to deliver the merchandise after it became available from the manufacturer on May 15th, 2015. During delivery, customer signed that merchandise was received in good condition and customer would not claim damages later. Customer [redacted] first contacted us on September 2nd, 2015. Customer explained that the rocker recliner was no longer working. Based on discussions with our technician, the mechanism would need to be replaced. That same day, Mega Furniture placed a claim with the manufacturer for a replacement mechanism (the gears that support the chair while reclining). On September 3rd, 2015 we spoke to customer [redacted] and explained we were waiting for en estimated-time-of-arrival from the manufacturer and would contact the customer when we had an update. On September 7th, Mega FUrniture spoke to customer [redacted] again. The manufacturer of the merchandise ([redacted] Upholstery) had informed us this mechanism could take 2-3 weeks to ship via ground shipping. The customer became very distraught. After deliberation with management regarding this time frame caused by the manufacturer (not by Mega Furniture) Mega Furniture has decided to pay expedited shipping for the mechanism to take care of our customer more quickly. This is not customary and is only possible when the manufacturer allows it, and Mega Furniture is pleased that [redacted] Upholstery is allowing this for our customer [redacted]. The Mechanism arrived to Mega Furniture on Saturday September 12th, and Customer [redacted] is scheduled for a technician appointment today, September 14th, 2015. Customer [redacted] has expressed that this resolved his complaint, and Mega FUrniture looks forward to repairing our customer's recliner chair.Please feel free to contact me if you have any farther questions.Best Regards,[redacted]Mega Furniture

To whom it may concern,After the long term communication we have had with [redacted], We contacted [redacted] on February 28th and offered to pick up her merchandise on March 5th, 2015, and refund her the remaining amount due to her. This amount is $793.73. [redacted] expressed to me on February 28th that she is pleased with this resolution, and our business with [redacted] will be finalized. Please contact me if you have any farther questions or concerns, [redacted]Customer Relationship Manager[redacted] [redacted]
[redacted]

To whom this may concern:We have replied to the customer giving all the information provided by the manufacture that shows the type of leather and the care instructions for the merchandise she purchased. As stated on our contracts we do not go by verbal commitments we have everything in writing and signed by the customer, we are a trusted company that has been in business for a very long time as you already know and "scam" is  not in our practice, customer was delivered exactly what she purchased and extra information has been sent to her. We are on the best intentions of helping our customers but at this point where she does not want to take our statement we will have to kindly ask for your advice on this situation. Please let us know how you would like us to assist this customer.Best regards,Julie P[redacted]Mega Furniture customer service.

To whom it may concern at the Revdex.com:       This letter is in response to the pre-mentioned matter.We would like to apologize for any inconvenience brought to the customer during this time. We have informed the customer that we will proceed with the exchange of the dresser. If...

you have any other questions or concerns, feel free to email or give me a call.

We apologize for any inconvenience caused to this customer. We have received the complaint from the Customer and we had to figure out what's wrong with the order and where it went wrong and My customer service Department was in Touch with the Customer and Store and My Warehouse department had...

ordered the right pieces for this customer and we already delivered them to the customer on Saturday the August 20th 2016 and Also we replaced the Occasional Table Set. We have taken care of this customer, Please let me know if they have any more Concerns.  Mega Furniture

Mega Furniture has contacted a supplier for the Pastel table that Mr. [redacted] selected, and we are importing from out of state especially for Mr. [redacted]. He has been informed that this piece may take two (2) weeks to receive, and he has informed us this will be satisfactory for now. He has also been offered to use the scratched table in his home with no recourse while awaiting the new table's arrival. Please feel free to contact me if you have any questions or concerns. Mega Furniture Management###-###-####

Good afternoon,Here at Mega Furniture, we strive to provide product that you love at competitive prices, and offering great customer service in times of need. Mrs. [redacted] placed her order on 04/03/2014, and signed her sales receipt acknowledging our refunds, exchange and warranty policy. Mr. [redacted]...

then received a very prompt delivery on 04/05/2014. Customer signed that she received her delivery in good condition, and was satisfied with her purchase.Mrs. [redacted]  called us on 01/07/2015 and informed us her pull handle on the left side of her love seat was broken and she needed to have this part replaced. We went over the warranty policy that comes from the manufacturer of her merchandise. We explained to Mrs. [redacted] that pull handles are designed to wear over time, similar to the breaks on a car, and the cost of the handle are made to be affordable. We also explained to Mrs. [redacted], that the manufacture does not cover the cost for a technician to come out to her house. There is a $45.00 transportation charge to have the merchandise fixed in the comfort of her home. We also explained to Mrs. [redacted], that she does not have to pay this if she brings the merchandise down to your warehouse to be serviced in -house. In an effort of good faith, Mega Furniture is willing to offer to replace both pull handles on Mrs. [redacted]'s love seat (to have both sides be even in wear), with no charge to Mrs. [redacted] for these parts. Therefor, Mrs. [redacted] is welcome to bring the merchandise down to the warehouse for a complete pull handle replacement free of charge. However, if Mrs. [redacted] would like the technician to come out to her home, there will be a one time transportation charge for this issue. We appreciate Mrs. [redacted]'s business, and we look forward to resolving any issue Mrs. [redacted] has. Thank you,[redacted]Customer Relationship ManagerMega Furniture USA[redacted]

Hello Revdex.com, We apologize about the customer not being happy with the Response that the Business has stated earlier. We have spoken to the Manufacturer and there is no way they can take the merchandise back. And we do not sell any used or Return Merchandise to our Customers. We apologize once again. Thanks Mega Furniture

Good Morning, In reference to the story below, this is the list of interactions we have had with this customer. [redacted] purchased a 7 piece sectional made by [redacted] on November 11th, 2014. Delivery took place on November 14th, 2014, and [redacted] signed receiving merchandise in good...

condition, and made no mention on his documentation regarding issues he saw with his merchandise. We did not hear from [redacted] until the holiday season, on December 22nd, 2015. [redacted] called in to report that one only seat of his 7 piece sectional leaned to the side. He also mentioned that end section of his recliner was not fully assembled, and the consoles didn't seem to have enough padding. Based on these descriptions, we requested photographs to better gauge how to help [redacted] with his purchase. We received photographs from [redacted] and forwarded them to the manufacturer to open a claim.On January 12th we got back in touch with [redacted] and informed him the one seat that was sinking could either be repaired, or replaced, and we can replace the stuffing in the console. This resolution was not satisfactory to [redacted], and he asked what we planned to do about the two items that did not fit together. We did inform [redacted] that our technitians can repair this, however as customer service representatives, we did not have the knowledge to explain how. We attempted to schedule [redacted] with a technitian appointment, but he wanted more information about these items that did not fit together, we we scheduled to call [redacted] back after finding this information out for him. On January 24th, we called, and [redacted] said she was too busy and to call another time.  On January 26th, We called [redacted] and discussed the repair the technitian could make to the hardware that holds the sectional pieces together. It was going to be a simple reassembly, and we tried to schedule [redacted] with a technitian appointment, again. This was declined again, and [redacted] was only accepting of a full refund after we picked his merchandise up. I tried explaining to [redacted] that his merchandise is repairable, and as a courtesy we would replace the one seat that is sinking. However, he said the leather is not what the store promised him. [redacted] said his sales associate told him the furniture is leather, and I reitterated to [redacted] that it is a bonded leather. Our customer argued that this sectional was not leather in any way, and I reassured him it was bonded leather, which is a leather blend. This gives the sectional the softnedd of leather, at a much better price than top grain leather. [redacted] said he thought he was buying top grain leather, and I asked him if his sales associate promised him top grain, and he said no. I apologized for any misunderstanding, however, Mega Furniture cannot be responsable for customers who assume bonded leather is 100% leather.[redacted] continued to decline a technitian appointment, and we did not hear from [redacted] again until He submitted a charge back to his credit card in mid Feburary, and I cannot speak regarding this chargeback. On March 4th, 2015, this customer called in and asked to schedule someone to come pick this merchandise up. I reiterated that the pick up is not authorized based on his merchandise being completely repairable, but I would still like to schedule a technician appointment, and an exchange for his one sinking item. [redacted] thain used profanity, and said he would come drive it to us and drop it off. I reminded [redacted] that bringing it to us without a return authorization would constitute a donation. [redacted] became frustrated, and asked what other options he has to get different merchandise in his home. I informed him he has the right to sell or trade his merchandise as he pleases, however we cannot take his merchandise back on our end. [redacted] because frustrated and he ended the phone call. Mega Furniture stands behind our product. The item in this customer's home is the same as what he saw on the showroom at the time of purchase. We delivered the merchandise in good condition and we have continually tried to schedule an exchange and repair for [redacted]. This customer signed agreeing to these policies at the time of purchase, and we have continued to uphold our promise and guarantee to honor the manufacturer warranty. If [redacted] has decided he has buyer's-remorse, we do allow cancellations, based on the signed agreement for a 40% restocking charge. We are still willing to pick [redacted]' merchandise us and refund him the amount $1076.83.I invite [redacted] to please contact us when he wishes to move forward with a technician, or with restocking his merchandise. Please contact me if you have any farther questions. Thank you,[redacted]Customer Relationship ManagerMega Furniture LLC

We really apologize the situation that the customer is going
through. We have consulted the Store and Spoke to the manager to see whats
going on with the customer. The Sales rep said that the customer was in the
store and he liked the bed on the floor which is Park Avenue Queen Bed Retail $
1097...

and was on the manager's Special for $795, but customer stated that he
would like to go cheaper than the one then my Sales rep showed the Catalog and
the customer reselected the Queen Bed out of the Catalog and paid $455.57. We
never promised the one on the Floor to this customer. Even the Customer invoice
states that he is getting the Coaster Company Bed from Catalog. We really apologize
for all this hassle to the customer. At this time being a special order we
cannot do any cancellations or Refunds but We will move forward and give the
customer the MANAGER'S SPECIAL PRICE IF HE PAYS OFF THE DIFFERENCE OF AMOUNT.
And we will not charge him for the Re-delivery.Please let us know Thanks Mega

[redacted]
To whom it may concern and the Batter Business Bureau, Mega Furniture makes every effort possible to inform customers of our inventory process at the time of purchase. Our customer signed agreeing that merchandise is estimated based on the knowledge available at the time the...

order is written, and that Mega Furniture is not responsible to delays in merchandise caused by the manufacturer. Unfortunately, as with this case, the item produced by Ashley Direct, was delayed, and the estimated date for the container kept being moved back farther, and farther. Despite the signatures and agreement from the customer, Mega Furniture has offered a refund to our customer in order for her purchase another item for her home. This refund was processed on January 13th, 2016, and should appear on her statement within the next week. Please feel free to contact me if you have any farther questions or concerns. Mega Furniture Management6[redacted]

To whom it may concern, Mega Furniture has reviewed the issues on this account, and despite the signed contracts and misinformation our customer has received regarding believing the seating is not top grain leather, Mega Furniture has decided it would be in the best interest of both parties to conclude our business with this customer. Mega Furniture is in the process of arranging a date to pick up the aforementioned leather seating sectional from our customer. Upon return, Mega Furniture will issue a refund to our customer. We appreciate his patience in giving us the opportunity to serve him. Best Regards,Mega Furniture Management

Mega Furniture can see that [redacted] Inspection attempted contact on March 1st at 13:06, again on March 4th at 14:02, and on March 8th at 13:12. We have spoken to our customer on March 11th and verified her phone number, and sent her phone number in a message to [redacted] Inspection. Hopefully this will clear up any miscommunication there has been thus far. I have attached a copy of the contact time stamps for the Better Business to Review. In regards to our customer's concerns, all floor models are assessed regularly to not have a defect in manufacturing for our showroom floor. [redacted] is going to confirm if Mrs. [redacted] has a defect in her mattress making the firmness different than intended. Upon confirmation of a defect effecting any component covered under warranty, Mega Furniture will replace the mattress at no cost to Mrs. [redacted]. Please feel free to contact me if you have any additional Questions or concerns. Mega Furniture Management###-###-####

To whom it may concern, and the Revdex.com, Our customer [redacted] visited our Mega Furniture Metro Mall location on 9/27/2015 and selected merchandise based on her preferences. During purchase, our customer signed agreeing to our store, refund, exchange and cancellation policies. Our...

customer was set for delivery on 10/03/2015. During delivery, customer signed that merchandise was delivered in good condition, and delivery damages would not be claimed later. Photographs were also attached of the merchandise in the customer's home, in good condition. This signature is attached for the Revdex.com review. Mrs. [redacted] first contacted customer service on 10/5/2015, by way of email describing her issue with the table tops being slanted. Customer was responded to within 48 hours, and we informed the customer that replacement would be done at no charge to the customer. Our customer responded via Email stating that she wanted to return the table and not have replacement. Our customer also requested a copy of her original receipt. My response to Mrs. [redacted] took a little extra time on account of being out of the office, and pulling her original receipt. I sent this over to our customer on October 10th, and offered to give our customer full in-store credit to purchase something else. Otherwise, customer was offered to restock her merchandise, and receive the agreed refund of $311.25. This refund was also including free pick up of the customer's merchandise, which normally is a $100.00 charge. Our customer responded on October 12th, 2015 agreeing to the refund, and requesting Saturday 10/17 pick up. On 10/14/2015 I dialed our customer's provided phone number and left a message on her machine to please contact Mega Furniture back regarding her pick up date and pick up procedures. This phone call was not returned. Between October 14th and October 16th, I received 7 consecutive emails, three of which continued to confirm pick up for October 17th. Since our emails are listed "oldest to newest", and it was difficult to get to her email as it continued to jump to the top of the list. However, I emailed our customer a new email on October 16th, 2015. This email is being provided to the Revdex.com to show our exact response to the customer. The customer's phone number was also called, and another voicemail was left for the customer to call back and confirm the delivery. Our customer responded via email with the verbatim delivery confirmation at 4:59 pm on 10/16/2015, "Ok that will work". This email is also being provided to the Revdex.com for review. After this, our customer started asking about a gas station, and getting her refund from us at a gas station. Mega Furniture is not able to explain this, as a gas station was never mentioned in our emails as a place to receive a refund. It is my belief our customer misunderstood a statement of "please take a quick trip into our store for your refund," as "go to Quiktrip for a refund". Mega Furniture cannot explain why this miscommunication happened. These emails are provided to the Revdex.com for review to show Mega Furniture has not been misleading. On October 17th, 2015, Our drivers arrived at the customer's gate at 6:17 pm, and there was no answer, and we did not have a gate code. Therefor, pick up was not successful. Please note, Mega Furniture corporate office is closed on Sundays. On Monday 10/19/2015 at 10:28 am, I called the customer's phone number and left another voicemail to please call back and discuss the return of her merchandise farther. I left the customer a direct extension to call, but the phone call was not returned. Therefore, I emailed our customer on 10/19/2015 and explained that for no farther charge, she could bring her merchandise back to the warehouse, and I would attempt to arrange a check waiting for her at the same time. Otherwise, If the customer wanted another pick up, I could discount the charge from $100 down to $50 and have that scheduled. This could be deducted from her refund if she wished, and come to a refund of $261.25. However, our customer responded informing me to never contact her again, or she would file harassment against Mega FUrniture. We have not contacted the customer directly since. These emails are also being provided to Revdex.com for review. If our customer would like to bring her tables down, I can do my best to arrange a refund waiting for her in the amount of $311.25. If our customer would prefer the drivers return to her home, I can do so, and the refund amount would be $260.25. This refund after a pick up would not be available by check, and the customer needs to return to the Metro Mall Mega Furniture store and have her refund processed on her original debit/credit card. Mega Furniture sincerely apologizes that the tables developed a defect in our customer's home. We have attempted to offer free replacement, full in-store credit, and free pick up. At this time, Mega Furniture is willing to cancel our customer's merchandise for the above terms. Please feel free to contact me if you have any father questions, Best Regards, Mega Furniture Management

To whom it may concern and the Revdex.com, The Manufacturer's warranty for this item is one year from the date of original purchase. An item replaced under warranty does not start the warranty over, as it is extended from the manufacturer. The item was replaced because the original item was damaged beyond Mega Furniture's repair abilities. The set as a whole is guaranteed to be kept in working condition, with parts and labor included, for one year from date of original delivery, which has since expired. We apologize if this was originally a misunderstanding, and hope this clears up any questions. Please feel free to contact me if you have any questions or concerns. Best Regards, Mega Furniture Management

To whom it may concern and the Revdex.com:In response to the complaint placed by Mrs. B[redacted] Mega Furniture has explained to customer in past communication that we would not be able to issue an exchange since there is no defects on the merchandise. It has been proven that the table on the show room...

and the table that was delivered to her has the same height. Mrs. B[redacted] had the opportunity to try the table on our display and because she was satisfied with it she proceed to complete her purchase on the mentioned set, also customer was informed that she had been informed about all the procedures for delivery and inspection of her merchandise. Mega Furniture has clear transparency with the customer, customer had sign for all of our procedures and received a copy of every single paper she had signed for. Customer had also mentioned Mega Furniture had committed violation by charging her card before delivery, in response to that, Mega Furniture has no in-house credit, therefor we will only deliver items that had been paid in full. Customer agreed to this terms and her VISA card was charged with her authorization. At this point, we believe that we have not incurred in any malpractice towards our valued customer, to support all statements I have attached all paperwork signed by Mrs. B[redacted] as well as the height for the table on our Arcadia show room.Please let me know if you would need further information about this matter.Regards,Mega Furniture Management.

To whom it may concern and the Revdex.com, This valued customer visited our warehouse on May 30th, 2016 and picked up his merchandise, opposed to purchasing delivery. When he picked up, this valued customer signed that his merchandise was received in good condition, and he would not...

claim damages later. A Copy of this signature is attached for the Revdex.com to review. After 72 hours, Mega received contact regarding his furniture has a crack, and his buffet was wobbling. Mega Furniture dispatched a technician (at no charge to our customer, of course) to inspect the reason the buffet is wobbly, as this is occasionally caused by the way it is assembled once taken out of the box. After the appointment, our technician reported the table top needs to be exchanged, and the buffet is wobbly due to the assembly. Mega Furniture contacted the manufacturer for the replacement table top to be shipped, and in addition, the manufacturer generously has offered to replace the customer's buffet as well!Mega Furniture contacted our valued customer on June 18th, 2016 and informed him these items are not available to be picked up, and the pieces with issues can be brought back at no charge. We appreciate our customer's patience and communication, and trust this has resolved the issues, and can help him enjoy his beautiful furniture to the fullest!Best Regards,Mega Furniture Management