Mega Furniture

Review: I ordered a bedroom and living room set approximately Oct. 25. I took advantage of their 90 day payment option. Upon delivery of ALL furniture I will start the 90 day process. I received the bedroom set the next week. In the store they told me the sofa would be ordered (custom order) but it would not be delivered until sometime in December. I agreed. On Jan. 23 I get an email from the finance company saying they are going to withdraw $496 from my checking account, because according to their records, I received the Living room furniture on Dec. 20. I went to Mega that day. At the time they had no idea where my LR furniture was, but they were unwilling to stop the payment process. In addition, the had repriced the set I was buying and the sales person, [redacted] told me the prices had been reduced by about $500. I immediately stopped payment with my Bank. I called many times with no return phone calls. I called again on Mon. Jan 27, stating, on their VM, if they don't call me back with a definitive answer, I will take the matter to the next step. I finally got through to [redacted], a customer svc rep who told me it was not ordered because I had a balance due on the LR. I then spoke to [redacted], the store Supervisor, who told me tha it was ordered, and that their Sale rep "made an error" and that they undercharged me for the bedroom set and that I owed them an additional $200! I refused, and then they said the sofa would be delivered in a couple of days. It is now Feb. 4th. I have not heard from them regarding the Living Room furniture. I paid $495 towards the bedroom set. They told me since the LR is a "custom" order I can't cancel. But they would be willing to cancel for a FORTY PERCENT restocking fee! I just want to cancel this LR furniture without any penalties.Desired Settlement: Cancel order for LR furniture and payoff Bedroom set on feb. 25 with no interest.

Business

Response:

Ms Osullivan,

I apologize for any inconvenience you have experienced with this purchase from our company. However, I would like to inform you we have your living room furniture and we would like to deliver to you. There is a balance on the account of $130.99 which after talking to the store manager, we are willing to take care of for you if you are still willing to accept delivery of the living room furniture.

Unfortunately according to our policy, "Special Orders are not subject to cancellation" and I am unable to cancel the living room furniture because it is a special order and was built to your specifications.

We do have your living room furniture and we would like to get it delivered this weekend if this work with your schedule.

If you have any questions or concerns, please contact me directly.

Thank you,

CS Manager

Mega Furniture

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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.

There was no solution presented. All they stated was that they have the furniture. No effort whatsoever has been made to come up with an amicable solution. Mega Furniture broke the terms of the contract by attempting to take money out of my Bank Account prior to me receiving ALL furniture as promised. In addition, they promised me and the Finance Company an updated invoice, reflecting price changes to the order. to date, it is still the original order. What I find most annoying is that there was no furniture to found until a complaint to the Revdex.com wail filed. Further, no actions have been taken to make a "good faith" offer, in the spirit of good Customer Service. No offer for price reductions, free delivery, anything. If Mega can unilaterally choose to alter the terms of their contract to suit them, then they can go ahead and cancel the order to please the customer.

I await your latest proposal.

Regards,

Business

Response:

Ms [redacted],

Ma'am as previously stated, this is a custom order and is not subject to cancellation. We are unable to refund this purchase because we have ordered a custom made sofa and chair for you, we have received the merchandise and we want to deliver to you. We currently have you scheduled for this Friday, March 7th.

Addressing the financing concerns, there are two accounts with [redacted] on your order. Only one of the accounts were funded due to receiving the bedroom furniture, mattress and box spring. The account that was funded covered the amount of this merchandise. The other account was not funded due to not receiving the living room furniture yet.

Regarding the discount requested in a measure of good faith, there was a balance of $130.99 on the account which I have removed from the account in an attempt to bring this account to good standing and to be able to deliver the merchandise to your home. With this discount, I hope to bring these issues to a close.

If you have any questions or concerns regarding this order, please do not hesitate to contact me directly as I am here to help.

Thank you,

CS Manager

Mega Furniture

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Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have tried to call you and cannot access your VM, nor do you answer your phone. I sent you an email yesterday and as of close of business today, there has been no reply.

I will accept the furniture ONLY UNDER THE THESE CONDITIONS:

You stated in your reply that there are two accounts. THIS IS WRONG! I contacted the finance company and they advised there is STILL only ONE account. This account still shows the original balance due, NOT the one that was renegotiated January 23, whereby you reduced the overall pricing due to price reductions, that were agreed to by [redacted]. This original invoice does NOT recycle the 90 days as owed to me. I want a detailed invoice showing all items and their respective pricing, as well as the $130 (apx) that you are willing to drop "in good faith".

You still owe me 2 lamps from my bedroom set that were never delivered.

You have removed all warranty items as agreed as stated above.

In my email to you I stated I was willing to accept the furniture on Saturday March 15.

However, until I receive, in writing all the items stated above, I will not accept the furniture.

Regards,

Review: I purchased a bedroom set on 12/22/13 and paid $100 for delivery of furniture 12/26/13...upon arrival not only was the foot board damaged it was missing components (bolts) to put bed together...additionally the dresser and mirror were damaged. I was told they would have to return the following day 12/27/13 with furniture which they did however they did not have the dresser and mirror as they promised. Now I am being forced to wait another day for delivery and the store refuses to cancel the order without charging me 40% restock and they refuse to give a credit for the "store mix up" ...all I asked for was a partial credit of the delivery charge of $100 since we paid up front and have not received all goods as agreed on the date agreed. They will be delivering the dresser and mirror tomorrow which makes day 3 that I cannot work because I have to wait for a delivery. Please assist me in getting some type of credit; as solve no one seems to be willing to help resolve this in a manner that is acceptable.Desired Settlement: I would like a partial 100.00 delivery charge. I missed 2 days of work going on day 3 now because of them not holding up to their end of the agreement.

Business

Response:

Good afternoon Ma'am,I do apologize for the inconvenience you have experienced. Unfortunately, I am unable to refund the delivery fee because delivery was completed. However, I would like to offer you an in-store credit of $50 to select a piece from the Tempe store's floor of your choice or I can mail a $100 gift certificate to your home for any future purchases from our company.If you have any questions or concerns, please do not hesitate to contact me directly as I am here to help.Thank you,[redacted]CS Manager

On 1-2-2016 I ordered a 6 piece dining room table, 4 chairs and a bench at the Arrowhead store. The salesman told me that it would be delivered in 2-3 weeks, maybe 10 days. At the 3 week mark, I didn't hear anything so I called. The person on the phone told me that delivery was scheduled for the 24th. I thought that was odd since no one had called me about delivery. The 24th came and went. I made another call this time I was told that "the truck had to be FULL before they shipped the orders". If the salesman would have told me that on 1-2-2016, I would not purchased. Asked to speak with the manager, was told that he was off that day. I gave my number and ask for him to have the manager to call me. Of course, the manager did not call. I repeated this for a couple of days. Customer service STINKS!!!!!!! On 2-3-2016, the delivery truck arrived with my table, 6 chairs and NO BENCH!!!!!!!! So now I have to wait again 2-3 weeks probably more like a month for my bench. This time I was told that the truck has to full before, madam we can't ship one order at a time. I will never buy from MEGA again!! Plus I will tell all of my family, friends and co-workers about my terrible experience. Maybe after two months I will have my complete dining table!!!! No apologizes, no feedback, no price adjustments from MEGA, just HEADACHES!!!!!! Seems like once they get your money then they don't care!! The manager should return calls not dodge the customers!!!

My husband and I purchased 3 piece living room furniture for almost $3000. After 3 weeks I noticed a very clean cut (box cutter cut) on the back cushion on the love seat. It was very hard to see never noticed it until the light hit it just right. I took pictures and both the people at the store and distribution center said it was for unpacking. (THEIR FAULT) Because it was after 48 hours of receiving the furniture there is NOTHING they can do about. I would think at least they would send someone out to repair it but no. I looked at all my paper work and find nothing about 48 hours to fill a complaint. Will never buy anything form them again.

Review: On 12/20/15 I purchased a table and chair set from Mega in Tempe, AZ. They told me that it would be arriving for pick-up in the warehouse 3 weeks from that date (1/10/16), and when it arrived I would receive a phone call letting me know I can pick it up. On 1/15/16, I had not heard from anyone. I called, and no one was available so I had to leave several voicemails. No one ever got back to me. So, I emailed customer service. They emailed me back saying oh don't worry, it's arriving 1/22. Unfortunately 1/22 came and I called, and it was still not in. I was informed that it would come in on 1/31. Yet again, the shipment was not in on 1/31. At this point I had called all numbers I could find for Mega in AZ, left voicemails, emailed, and used the chat function. I told them I wished to file a formal complaint. I was given a number and email. I left a voicemail, and never heard back. I emailed and never heard back. I called yesterday, 2/4, and the warehouse told me that THE TABLE WAS NEVER GOING TO COME IN. I have already paid for the table and chairs, and now I am being told IT'S NOT COMING IN - I paid for a product I will never receive. She asked if I wanted to exchange it for a different table that costs less money, and I told her I wasn't paying more money for less product, since mine was more expensive. She told me to call the Tempe store for a refund. I did, but was told the manager is not in on Thursdays. He would call me today, Friday. No call has been received, and also, I called the Tempe location and their phone is not in service. Can't get a hold of a person, and cannot leave a voicemail. I have already asked for refunds via emailing customer service, but haven't heard back. I am not sure what else to do! No one will answer my calls, voicemails, or emails, and they've stolen my money and will not be giving me a product.Desired Settlement: I require a full refund for the table and chair set. Especially since I was lied to for months about when it was coming in, and have now been told that it is in fact NEVER coming into the warehouse. Yet, no one has called me to notified me of this change, or offered a refund. They want to keep my money and give me no product. This requires a full refund.

Business

Response:

To whom it may concern and the Revdex.com, Mega Furniture sincerely apologize for the inconveniences you have experienced. I have checked my voicemails, however, I cannot find a message. I apologize for this, but I will check with our Store to see if the voicemail you left me transferred there. I would also like to apologize for Ms. [redacted] being told that the table is not coming in. If our customer can remember the name of the individual who said that, I can make sure they receive some extra training in our inventory system to see that the table IS coming. As far as the table getting pushed back, I completely understand her frustration. This is not something unheard of, but unfortunately our hands are frequently tied when manufacturers back-order merchandise. This is why your signature agrees that Mega Furniture is not responsible for delays caused by the manufacturer's scheduling or stock on hand. Our customer can find a copy of this signature and disclosure on the bottom left-hand side of her written sales receipt. After receiving these emails, I have been working on this account in the background (communicating with inventory and the Tempe store). Based on the delay of our customer's table table, Mega Furniture is approving a full refund in the amount of $269.17. I spoke with Ms. [redacted] on Saturday February 6th, 2016, and this refund was processed. We understand this doesn't atone for all of the miscommunication, however we do hope this accounts for a reasonable conclusion to this unfortunate frustration. Best Regards, Mega Furniture Management [redacted]

Review: I brought my bed and couches from this store in Dec of 2013 the sale rep sold me a protection coverage and told me every component on the bed is coverage my bed mind you cost me 3000.00 I don't know the exact amount since it been 2 year but it was a lot of money my base board which broke once before and they repair saying I needed to put board under the bed which I did everything they said and then they advise me that my bed should break again which it did by me just sitting on the bed the screw got loose and the glue they use slip off so now they said to call the gbs potection company and they refused to fix the issue on the bed saying the wood is not covered when I ask the sale rep if everything was covered and he said yes now I'm out of money for a protection plan that don't cover any that important for my bed or couches.Desired Settlement: I want them to replace my base board and the whole frame to the bed

Business

Response:

To whom it may concern, Mrs. [redacted] visited our Mega Furniture Glendale store on 11/14/2013 and selected merchandise based on her preferences. Mrs. [redacted] received delivery on 12/14/2013, and signed that merchandise was received in good condition. At the time of purchase, Mrs. [redacted] purchased the GBS accidental protection plan. This protection plan mailed Mrs. [redacted] a letter on 11/27/2013 stating the exclusions and provisions of this protection. In the letter, it does state that Mrs. [redacted] can cancel her warranty within 30 days of the letter for a full refund if the terms and conditions did not work for her. This cancellation was not initiated. The merchandise in question came with a 1-year manufacturer's warranty for structure. Mrs. [redacted] called Mega Furniture regarding the damage in question on October 29th, 2015. Mrs. [redacted] was informed her panels are out of warranty due to it being longer than 12 months since her delivery purchase. Mega Furniture offered to replace her panels for a nominal charge. However, Mrs. [redacted] has declined. Her GBS accidental protection plan is still active until November 26th, 2018, and this protection is for accidental cosmetic damages. I have attached a copy of the original letter sent to Mrs. [redacted] in 2013 which outlines her accidental protection. If Mrs. [redacted] would like to purchase replacement rails, Mega Furniture would be willing to work with her on price. We appreciate her business. Please feel free to contact me if you have any farther questions, Mega Furniture ManagementMega Furniture[redacted]

Review: To localize my complaint into one category is difficult. My problem far exceeds just "customer service issues." We purchased a genuine leather, electric reclining couch months ago from Mega Furniture for close to $1,100.00. A few months after purchasing the couch we noticed our "genuine leather" had started peeling in several spots on the seat cushions We paid a visit to the store where we purchased said piece of furniture where they directed us to their partnering warranty company. Days later we received a phone call from the warranty company asking me to email them multiple pictures at multiple angles of the defective couch with several other specific directions. I happily obliged. Weeks later we had heard nothing. We resent the email and waited one more week. Without hearing anything back, we decided to take another trip to Mega Furniture. They claimed that the delay with the warranty company was unheard of and that they will now take matters into their own hands, order new cushion casings have them delivered to our house and, upon receiving the new casings, send a technician to our home to then repair our defective, eye sore couch. 7 weeks later, we received our new leather casing. About 3 weeks later we were scheduled with a tech to fix our couch! The tech showed up 2 hours late and had no idea what he was at my home for! After I gave him a rundown of the couch situation, he then claimed the wrong parts had been ordered and that he needed to speak to his manager to re-order different parts. The next day I spoke to one of many managers who informed me that all the correct parts had been ordered the first time and that the tech "will be reprimanded" for his inability to perform his duties when scheduled.

We rescheduled for 3 business days later. Our technician was scheduled to be at my home at 11:00 a.m. At 1:00 that afternoon with no technician in sight, I called Mega Furniture demanding they pickup the defective piece of furniture they sold me and refund my money. I was told they are not able to give refunds, but that they can reschedule AGAIN for another technician to come to my home. I then asked them for a in-store credit. I was told I will hear back by Wednesday (2 days later) if the in-store credit had been approved. 5 days later I still have no word on the credit This store has given me the runaround too many times! I have been promised many things from them only to be let down time and time again.Desired Settlement: I want a full refund, but will settle for in-store credit and free delivery of my new couch as soon as possible and I want to be their first delivery that day.

Business

Response:

To whom it may concern and the Revdex.com,Mega Furniture customer [redacted] (to be referred to as customer [redacted] for Revdex.com anonymity) visited our Mega Furniture [redacted] location on February 21st, 2014 and purchased a set of furniture based on her preferences. At the time of purchase, customer [redacted] signed agreeing to our store policies. These policies stated, "Seller makes no warranty beyond any itemized description in this order". Proof of this signature has been provided to Revdex.com for review. Customer [redacted] received delivery of their merchandise on February 25th, 2014 and signed agreeing merchandise was delivered in good condition and they would not claim damages later. Proof of signature has been provided to Revdex.com for review. The first contact Mega Furniture received from customer [redacted] was on April 24th, 2015. Customer [redacted] called us to report their fabric on their sofa was cracking. Due to the 1-year manufacturer's warranty being completed, we referred the customer to contact their GBS accidental extended warranty. Mega Furniture received no communication from customer [redacted] until the customer visited our [redacted] location on June 20th, 2015 and was very upset GBS denied their claim. Customer said GBS has not been returning their phone calls. To help our customers receive some relief, I contacted GBS and was informed their claim was denied because the customers failed to report their damage inside of the warranty period. GBS did provide Mega Furniture with a copy of this customers warranty terms and conditions, which was mailed to customer [redacted] on April 4th, 2014. This is being provided to Revdex.com for review. However, Mega Furniture made the decision to help this customer, despite GBS declining their claim, and their manufacturer warranty being out. We offered to do a one-time re-upholstery of their merchandise, and we would discuss the billing with GBS. Customer was very thankful, and sent pictures of the cracking done to the merchandise. The upholstery was ordered for the customer on June 22nd, and were sent directly to the customer's address. The customer was contacted on June 22nd, and informed of the fabric order placed. On July 28th, 2015, customer contacted Mega Furniture and informed us the fabric has been delivered to his home. We called the customer back on July 29th, 2014, and customer [redacted] did not seem to know what we were talking about. Finally customer;s wife called us on July 30th and scheduled a technician appointment for August 5th, 2015. During the technician appointment for August 5th, 2015, Mega Furniture's technician was confused and was not able to complete the service. We have since had this rectified, and offered to re-dispatch a technician on August 10th, 2015. During this appointment, we contacted customer [redacted] before her appointment, and informed her the technician had a flat tire, and would be delayed. Customer was very happy we contacted them, and requested we call them when the technician was back on the road. Mega Furniture then received another call at 12:45 pm from customer [redacted]. We informed our customer that the technician was not back on the road yet, but regardless, customer [redacted] cancelled her appointment and said she wants to return her merchandise. At this point, I reminded customer [redacted] that she is out of warranty, and Mega Furniture was doing this repair out of good faith to satisfy our customer (even after all of her claims could have been denied). After this conversation, the customer requested we offer an in store credit instead. I was willing to attempt to get in store credit, however I reminded customer [redacted] (on August 10th, 2015) that chances were slim because all of her warranties were completed and denied. I informed our customers that management would not receive this request until Wednesday, and I would keep them informed until I received a response. I contacted customer [redacted] on Wednesday 8/12/2015 and informed Mr. [redacted] the claim was not approved yet. I called the customer again on August 13th, 2015 and has a wonderful conversation with the customer regarding his schooling, and informed him I still had not had a response. I also informed our customer that with the weekend approaching, I would call him again on Friday, otherwise, I would need to call on Monday. Mr. [redacted] agreed with myself ([redacted]) that I would call him at 4:30 pm the next day and give him another update. Mr. [redacted] called Mega Furniture at 3:00 pm on August 14th, 2015 asking for an update, and was informed no update has been provided yet. It was agreed that Mr. [redacted] would be called again on Monday, and customer was okay with this. However, at 3:30 pm, Mrs. [redacted] called Mega Furniture with threats if we did not have an answer for her today. We reminded Mrs. [redacted] that we had a follow up scheduled for Monday, but she was not pleased with this response like Mr. [redacted] was. This is when the Revdex.com complaint was filed.At 6:12 am this morning, August 15th, 2015 we received response that the in store credit was approved the night before after closing hours. I have since reached out to the customer and informed them of this outcome. I also discussed with Mrs. [redacted] about the miscommunication between Him receiving updated and not informing her, and she agreed that it was a miscommunication on their part. Mega Furniture has done MORE then our due diligence for this customer. We have satisfied this customer, despite having no manufacturer's warranty, and having their claim Denied by GBS for not reporting their cracking within 30 days of first noticing the damages. Mega Furniture had the legal right to deny all of these claims, however, we took care of our customers because the circumstances permitted. We look forward to completing this claim for customer [redacted].Please contact me if you have any farther questions. [redacted]Customer Relationship ManagerMega Furniture LLC###-###-####

Review: I bought a couch from this location February of 2014. It took about a week to get delivered, which I was okay with. As it was delivered, I came home that night from work and discovered there were no cup holders along with other minimal parts missing. The back side of though the couch didn't align straight with the wall, as if it was almost warped. The couch looked so much cheaper than the one on display. within about a month of regular use, the sides started caving in along with springs and cushions going out. you just sink in the couch! I started calling exessively around July/ Aug 2014. Everytime I left a message at the metro location they said they'd forward the complaint to a "higher up" and make sure that i'd be helped. This went on about 10 times. So I took a day off work and tried to actually handle it in person. Same thing. The employees told me its out of their scope, and they could only refer me to their customer service line. Every time I called the customer service end, they never had a dialogue or any notation made on the account of my complaints. Eventually, in early December of 2014 they came around to agreeing on ordering springs to repair the cushions. I told them that the couch is beyond just a simple fix of springs. it's warped and poor quality. we don't even want to sit on it. I always kept documentation, sending their customer service email tons of pictures of damage and what would be needing repaired. TONS of emails and phone calls. Well, after the go around calling back late december, january, february.. they came to a conclusion that they no longer do business with the warranter in which the couch is covered on if in need of replacement/repairs. so this is now my problem and the warranty is voided. I paid 2k for a couch that im still making monthly payments on, but unable to use. I just dont want my credit wrecked or else I would have let the payments go a year ago! the end result, my warranty (that apparently I dont have anymore cause the quit doing business with that manufacturer?) doesnt exist, im still liable to make payments, etc. they told me im lucky that they'd even consider issuing me a $200 store credit. I told them I wanted the credit applied to the couch so that its paid off. they told me no, but the store credit will still stand at $200 and they'll need to PICK UP THE COUCH in order to issue the $200. what a joke. My kids need furniture to sit on. if it was just me, i'd happily be on the floor. please help me.Desired Settlement: I want a full refund or replacement

Business

Response:

To Whom it May Concern, and the Revdex.com:[redacted] came into our Mega Furniture Metro Mall location on February 14th, 2014 and financed the [redacted] through a third party financing. Customer received delivery of these items on February 18th and signed accepting the delivery. Our first communication from the customer service department began on December 5th, 2014. [redacted] called to tell us her cup holders were missing, scratching on her fabric, and her sofa connections were misaligned. We requested pictures of the issues she was having, and on December 7th, [redacted] emailed pictures, please see attached email that pictures were not sent to us until December 7th. On December 8th, we contacted [redacted] to inform her the manufacture is delayed on parts, but we can send a technician for her frame issues. However, her cup holders would be delayed. The customer's response was to "forget it", and customer disconnected the phone call. We called back, and there was no answer. We can not order parts without confirming customer's address, therefor, parts were not ordered. We did not hear from [redacted] again until January 22nd, 2015 (44 days later) and she asked for service on her merchandise. We informed the customer we would submit to order cup holders, however this item was discontinued by the manufacturer on January 1st, 2015. Customer informed us she still wanted service. We informed the customer we would contact her back when we had confirmation if parts could be ordered. [redacted] confirmed she was aware this can take time. On January 31st, 2015, [redacted] called us and stated she no longer wanted repair, and only wanted her merchandise replaced. Based on this model being discontinued, I offered [redacted] an in store credit for the time the merchandise was defective, beginning December 5th. This was the first mention to our department that these issues began in August. I offered to honor prorated time from August if customer could tell me who she spoke with. Customer said she had email proof from emails she sent, but refused to forward those emails to me or inform me who she spoke with. On February 3rd, 2015, [redacted] called and demanded her money back. [redacted]'s merchandise was purchased for $999.00, not two thousand, and I explained we have no control over her financing charges. Based on customer having the merchandise 270 days without reporting damage, and honoring a 365 guarantee on a 90 day warranted product, I offered [redacted] $205.27 refund or in store credit for the return of her merchandise. Customer was not pleased with this, and wanted the refund and to keep her product.On February 7th, 2015, [redacted] called in and requested this amount applied to her financing bill. I informed her I can do that, after the merchandise has been picked up. I tried explaining to [redacted] that we cannot offer a full refund because she did enjoy this furniture for 10 months before reporting damage. Customer did not accept this. Based on this Revdex.com complaint, Mega Furniture has offered [redacted] a refund in the amount of $205.27, without the return of her merchandise. [redacted] has refused to give me her financing information to apply to her financing, and demands the refund in cash. We are investigating the ability of refunding by mail. This is the only resolution [redacted] will accept. [redacted] has also asked for the more serious issues to be repaired, such as the reclining frame and the arm that is loose. [redacted] is set to have an appointment on February 20th, 2015, compliments of Mega Furniture. [redacted] has expressed that this will resolve her concerns, and make her satisfied with her purchase. She understands she has no warranty beyond the repair of these issues. For any questions or concerns, please contact myself directly.Thank you,[redacted]Customer Relationship ManagerMega Furniture LLC[redacted]

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.Mega furniture is claiming they have resolved the complaint. Not true. They claimed they'd pay me and fix my couch. I took a day off work when the techs were scheduled, and they never showed. I also didn't get my money from it either. Please call me back [redacted])

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I got an automated email stating the complaint was resolved with mega furniture usa. They had contacted the bob saying it was taken care of, which in fact NOTHING was done with the problem. My couch has not been repaired or replaced, and I am not satisfied with just a $200 check (in which I will not cash) to settle. Mega furniture has taken it upon themselves telling yall everything is fine, when nothing has been done to help.Thank you

Business

Response:

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]

I bought a love seat and recliner at the new mega furniture store at [redacted] on 11/7/14 was told it would be ready for pick up on 11/17. called them before leaving they said order not in this went on couple weeks, now 12/2/14 called still not in,said couple more weeks more.told them my deep disappointment and will not ever buy from them again wish I would have checked Revdex.com before I bought cant wait to actually see how long it takes to get my stuff and if its of good quality

My experience with Mega Furniture was horrible. The management and customer care have no idea how to handle or take care of unhappy customers. I ordered product one month prior to my move in and on the day I requested to pick up I was told my furniture was on back order as I am standing in the warehouse to pick up. I called customer care and still to this day have never received a call back and the store manager had nothing to say but I'm sorry!! I wanted a complete refund but obviously this has happened before so all over their receipts it says NO REFUNDS! Not a good company to buy from. It has been 12 days and I still don't have furniture that I have already paid for...

Review: I purchased a Sectional Sofa from Mega Furniture on 8/11/2012 and was delivered on 8/16/2012. After a few months one of the recliners broke, and then later all 4 have broken. I also have a tear on the Wedge section and now several broken springs on the sofa. I was told by the sales person to get the warranty (which I did). He said that it would cover everything, and if it could not be repaired, we could get a full refund for the purchase of the sectional up to 5 years.

I have contacted the warranty company for repair, and now none of that is covered. Does not sound like they cover much except for stains.

I have contacted the store where I purchased the sectional on a couple of occasions and nothing has been done. This sales person told me several times that the warranty would cover everything or would give a refund.Desired Settlement: I would like for this sectional to be refunded, repaired or replaced.

Business

Response:

Good Afternoon,Here at Mega Furniture,we strive for quality furniture at affordable prices, and quick responding customer service. Mrs. [redacted] visited our Mega Furniture [redacted] location on August 11th, 2012, and based on her and her spouses preferences, we were able to match her with the furniture she wanted. Customer purchased on August 11th and signed her sales receipt agreeing to Mega Furniture's warranty policy, as well as refunds, returns and exchanges policy. Mrs. [redacted] also chose to purchase the G.B.S. Extended accidental warranty. Mrs. [redacted] sales associate is no longer with the company to discuss this miscommunication. However, on her signed sales receipt, it is described as a leather warranty only. I have contacted G.B.S., and G.B.S. has confirmed with me that there was a detailed warranty description postal mailed to the address on file to the customer's home (same address provided to [redacted]). This was postal mailed out within 60 days of purchase. G.B.S. is going to resend an additional warranty description to the Mrs. [redacted] address to make sure this information is readily available to Mrs. [redacted]. On February 7th 2013, we received a phone call from Mrs. [redacted] that her pull handle was broken. Customer was informed a service appointment for her location could take 4-6 weeks based on her address being outside of a 30 mile radius. We waived the transportation fee as a courtesy for Mrs. [redacted]. On March 8th 2013, I (personally) called the customer to schedule her for a technician appointment the following week, and received no reply back/return phone call. Therefor, the appointment was rescheduled. On April 12th 2013 I called the customer to schedule an appointment for the following week, and no return phone call was made. Customer was therefor rescheduled. I attempted a third time on April 26th, 2013 to schedule Mrs. [redacted] for a service appointment. Four phone calls were made, and no response was received. Due to no response after three attempts to schedule, the service was postponed until customer called in and notified us of her availability.Mrs. [redacted] manufacture warranty was for 12 months and has since expired. However, since we already have Mrs. [redacted] replacement pull handles here in stock, I am willing to offer these to Mrs. [redacted] at no charge. I contacted Mr. [redacted] on January 12th, 2015 and he has accepted our offer for these pull handles without charge. Mr. [redacted] has also expressed additional furniture issues with me, and I have agreed to try and resolve this issue despite the expired warranty. Mr. [redacted] has agreed to this.We apologize for the miscommunication, and Mega Furniture recognizes our customers are our most important aspect. I look forward to resolving this complaint, and any other issue Mr. and Mrs. [redacted] have. Thank you,[redacted]Customer Relations ManagerMega Furniture LLC

Review: We were sold a warranty that protected the product for 5 years, cloth material and frame one year and 4 months have gone by, the frame is protruding from the cushion Mega Furniture was contacted and [redacted], was told can’t help.

Please refund or replace this defective sofa please help

[redacted]Desired Settlement: Repair or replace or fefund

Business

Response:

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 are sorry to hear that the customer is displeased with the handling of the issue. The customer purchased a 5 year warranty that covers an array of damages. Unfortunately, damage to the structure or to the frame is not one of the things that the purchased plan covers. The customer received a copy of the general terms and conditions of the protection plan upon registration. In said document there is a list of damages the plan covers and exclusions. Mega Furniture is not liable for any damages not covered by the protection plan.If you have any other questions or concerns, feel free to email or give me a call.

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.

This sofa isof very bad construction! I was told the warranty covers all.I want thissofa replaced or give me a 100% refund, only.

Regards,

Review: I have 2 issues - #1 - I purchased a sectional sofa on 11/21 and asked to purchase an additional console. I was charged an additional $305.76 but received a call 3 weeks later and was told that despite the fact there was a sku for this item they only sell the whole set. I requested my funds be returned but despite numerous calls to the store and promises of a call back the "next day" I have never received my money or even a call as promised. It is now 4 months after the fact and still no response.

#2 - On 11/27 (black Friday) I purchased 2 new turbo chairs for a total of $524. When they were delivered they were obviously used with wear and scuff marks. We refused the delivery and the manager, Marlon, called to explain that they were no longer in stock and all he had was the floor models which he had sent. He told us if we accepted them he would reduce the cost of each chair to $200 ($400 total) and process the refund for the $124 plus tax. We accepted and the chairs were delivered a week later. However, like our previous issue, the refund has never been received and numerous calls to the store are met with a promise to "look into it" but no return calls are ever made.

Mega Furniture clearly has fraudulent business practices - in the first case they charge for an item they can't/won't deliver - and in the the charge for a new product and then substitute used furniture. In both cases, they collected funds but never made the appropriate refunds.Desired Settlement: I want my money back as promised - for the console as well as for the used chairs that were substituted for new - as well as compensation on a par with small claims court for the time and effort I have had to spend trying to resolve this with them.

Business

Response:

To whom it may concern, and the Revdex.com, I have been in contact with this customer since this complaint has been sent. Mega Furniture would like to apologize for not having this reported to the corporate office sooner. Even though this manager is no longer with Mega Furniture, Mega Furniture has decided to honor the price she says was quoted for her of the chairs, and will be issuing refund to the customer in the amount of $134.29. In addition, this customer has requested we attempt to send the additional sectional console, instead of refunding. I have received approval that this can be honored as an exception! I sent our valued customer an email this afternoon requesting her to call me and schedule her delivery and refund!I apologize for the experience this customer has had, and hope this helps to correct these mistakes, and allow out customer to enjoy her purchase to the fullest!Please contact me if you have any questions or concerns, Mega Furniture Management

Review: For over a year and a half I've been trying to get Mega Furniture to fix a hole in my couch. I purchased a warranty when I bought my couch that included fixing tears on the fabric. I went through the proper channels to get the repair made but Mega Furniture has fought me and the warranty company that they use the whole time. The warrant company(GBS) went as far as to tell me that Mega Furniture was not cooperating with them and that this happens all the time. I have documented at least 10 different conversations with GBS and Mega Furniture since November of 2012. This issue still has not been resolved and Mega Furniture has dodged me every step of the way. It's obvious that they are hoping I give up. GBS finally issued me a full replacement to pick out a new couch but to replace my couch they want me to spend more money. When I argued with the manager he said that they would repair my couch. He told me that they would call on Monday. That never happened. When I attempted to call the store no one picks up. I tried 3 times and couldn't get ahold of anyone.Desired Settlement: Either fix my couch or replace my couch with one that is the same at NO CHARGE!

Business

Response:

The reason for the delay with this resolution is that the warranty company (gbs) did not issue a full credit for replacement. Mega has contacted GBS and they have agreed to issue a full replacement value to Mega. The sectional will be ordered with the manufacturer Richardson and since this is a custom hand made sectional the wait time for production will be 4-6 weeks. When the sectional is delivered to Mega Furniture we will delivery to the customer.

Thanks

Sales Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 as long as I don't have to pay anything out of pocket. When I talked to Mega Furniture last, they told me that they are replacing the couch but I would have to pay for shipping. After going back and forth with the GM he agreed to split the cost of the shipping with me. I still have to pay $50 to get my couch. I would think that after a year and a half of bad service, they would waive the shipping fee. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased furniture at Mega in Tempe AZ on Saturday May 19, 2013. Furniture delivered May 30, 2013.After making several phone attempts for days (Severe phone issues at Mega) to call [redacted] at the store to ask if I could return a couple of pieces, I was able to get thru. He said come up and pick out replacement furniture of what I wanted to return. Which I did on June 11th.New invoice was made up and I was told I would get a call from [redacted] after his mgr. came in on the 13th.Never heard from [redacted] K so I struggled with the phoneonce again to get an answer from [redacted] K and he asked meto call his mgr. "[redacted]" the next day (and gave me no explanation) so I called the next day and got thru right away (Whoop Pee) and asked for [redacted]. He had tocall me back because he was with a customer.He said to me he could not take back any furniture because it was over the 3 day period. I told him [redacted] K never gave me a 3 day period expiration and if the phone system was working I would have fallen into the category of the 3 day period.I have to say I am totally dissatisfied with the MegaFurniture customer service and promises made and then relinquished. I have to say I will never buy at Mega again and will never recommend Mega Furniture. I have bought many pieces of furniture in my life andhave never had this much trouble. I would like Mega Furniture to come pick up all this furniture and refund my $100.00 dollars I put down on itwhen I purchased it on [redacted]Desired Settlement: I would like Mega Furniture to come pick up everybit if this furniture and I want my refund of $100.00dollars when they come to get the furniture.[redacted]

Business

Response:

We apologize for all the inconvenience the customer has to go through, we have evaluate with our Sales Representative and Store Manager, they have mentioned that the customer has not returned the call with the 3 days of the furniture delivery, He called after a week or so, then When customer was in the store, he spoke to manager about changing the end table only and then he was talking about the coffee table, as most of the orders that customer bought was a special order, we can accept a one or two pieces of re-selection (Occasional tables only), but we cannot give a customer re-selection option for all the special items he purchased, at this point we can help him to re-select for the tables.We will exchange the coffee table and end table, we would ask the customer to visit the store with this letter and he would be able to re-select or upgrade their tables. We cannot refund the money as the deliveryreceipt was signed saying all the items were received in good condition, and will not claim for any damages or returns. Please feel free to contact us for any more questions.ThanksManagement.[redacted]

Consumer

Response:

(IT SOUNDS LIKE MEGA F SAID THAT I HAD REQUESTED A CREDIT RETURN of FURNITURE WHEN I WAS PERSONALLY

Review: Dec 14, 2015 I purchased a Sofa Sleeper from this business. I was given a delivery date ? later on that week. I told the salesman that I would be gone from Dec 21-28 so we set up the delivery date for Dec 30, 2015. During this discussion I was NOT told this couch was not in stock. Checking the delivery date on Dec 28 I called the Mega Furniture Co to tell them I would be home on Dec 30, 2015 for the delivery that had been set up. At that time I was told..." guess we must of had a run on these couches...we won't have one in for you until Jan 1, 2016 and we can deliver it on Jan 2, 2016." OK..that's Ok with me I can wait a few days. On Saturday Jan 2,16 at 9:50 am I call the business...the gentleman who answered said..."oh let me see what the statis is on that" I had told him I wanted an approximate arrival time of the truck. He told me he would call me back after looking up the order....or his assistant would call me. Well the assistant called me at 4:55pm to tell me....We don't have a couch for you, but it will be in and delivered on Jan 20, 2016!! I said I was very upset...that I had been sold a couch....they had taken my money..leaving me to think they would put my name on one of the couches at that time and not sell them out from under me. I told her I may have to call and cancel that order...She said that would be my choice. I called Jan 4, 2016 and told them to cancel my order after all this mix up. I was told the couch was a Special Order....I said no...you told me you had a couch to sell me, not one said they didn't have it and it was just a couch off the floor...nothing special about it. I didn't change the color, covering, size...nothing just the same couch they had on the floor to sell. After many calls I am being told I cannot have my money back that it was Special Ordered for me and that is not right!! I feel I was not told the truth during the purchase time. And the Special Order does not apply to just replace stock. I need help..Desired Settlement: I really want a full Credit Card adjustment , but if that is impossible I would accept Store Credit, but I absolutely do not want them pulling up in front of my home and delivering this couch to me. I have already replaced the needed and ordered couch because of the difficulties. I believe the "order" papers I signed were written in such a way that it makes it impossible to cancel any order. I was not advised of this.

Business

Response:

[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]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I purchased a couch, recliner, and love seat when I did I purchased the warranty protection plan and the reason I bought the warranty was my salesman [redacted] told us it covered cleaning, normal wear and tare, accidental and the reasoning of this being brought up was because we told him we had three dogs and five kids. I called about three months ago to get it repaired and the customer service rep told me that I had to take pictures of the damage and send it to them and I told her I wanted to speak with a manager and she told me she would have a manager call me back. I called again on 1/12/2015 and talked to the store they told me a manager would call me back. I called customer service while waiting for the manager to call me back. the customer service manager told me she would give me a break and give me 50% off of the parts and I told her I paid for the warranty. so she then told me she would cover the cost of the repair but I had to bring the furniture to the wharehouse. I said that was unacceptable she said she would look into what else she could do and call me back that day it is now 8:15pm on 01/13/15 and havent got a response. while I was on the phone with customer service my wife called the store manager and she was told that nothing like that is covered under the warranty and his sales people dont lie. so pretty much calling us liars. I paid 150 dollars for a warranty that doesnt cover anything and furniture that doesnt work and needs cleaning. The couch I believe has spring broken and the recliner foot rest doesnt go up when you pull the handle. Thank you [redacted]Desired Settlement: I am tired of getting misinformation and lies from this company. at this point I want my furniture replaced and if the warranty that I paid for is not what they told me then I also want a refund of the warranty. I have gone through the proper channels to get this resolved and they continue to give me misinformation and lies.

Thank You [redacted]

Business

Response:

Good Afternoon,Here at Mega Furniture,we strive for quality furniture at affordable prices, and compassionate customer service.[redacted] visited our Mega Furniture [redacted] location on April 3rd, 2014, and based on his requests, we helped [redacted] purchase a sofa, love seat and chair set. We delivered the merchandise to the customer on April 7th, 2014, and [redacted] signed that he was satisfied with his delivery and there were no damages to the merchandise. [redacted] also purchased the [redacted] accidental 5 year warranty. I have contacted [redacted] and they have confirmed the postal mailed the customer a letter in May 2014 outlining their coverage and policies. I have asked [redacted] to resend an identical letter to the customer in case [redacted] no longer has his for his records. [redacted] has also agreed to reach out to our customer today (January 14th) to inform him of their procedure for a professional cleaning.[redacted] first called our customer service department on August 19th, 2014 to report one of the pull handles on his furniture was not working. We explained to the customer his manufacture warranty was only 90 days. [redacted] expressed his concerns with this, and therefor our representative [redacted] offered to at least take a look at the issue, and requested pictures of the furniture in question. Our customer service department did not receive pictures of the merchandise, and [redacted] called in to the customer service department again on January 12th, 2015. Despite no manufacture warranty, I tried offering [redacted] a 50% discount on technician work, and customer declined. I tried offering [redacted] complimentary one-time service in our warehouse and customer responded that he only wanted the merchandise services inside of his home. I informed [redacted] I would see what else could be done. I called [redacted] back the same day at approximately 4:30 pm at [redacted] and [redacted]. I was not able to reach customer, and even made a note that [redacted] phone number [redacted] does not have a voice mail that is set up. Therefor, no voice mail was left. Mega Furniture and myself want [redacted] to be happy with his purchase. Therefor, I am willing to send our technician to [redacted] home, without charge, to try and fix the furniture. Due to no manufacture warranty, we will not be able to order parts if his parts have been irreparably damaged. However, we will make our best faith effort to solve the issues with [redacted] springs. In addition, we will repair [redacted] broken reclining handle. It is our hope, that this service, combined with [redacted] reaching our to [redacted] for better knowledge on his warranty, will help [redacted] feel comfortable with his purchase through Mega Furniture. Thank you,[redacted]Customer Relations ManagerMega Furniture LLC

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I was not informed of the 90 day warranty I was informed by [redacted] that the warranty was one year and the warranty I bought which was not referred as [redacted] would cover above and beyond the one year warranty. I bought the warranty expecting what my salesman told me and I did not get any info on the warranty mailed to me and I have not moved from my residence. I did not receive a phone call until yesterday at about 430 pm and I was at work and I answered the call and told them I was at work and when they could call me, the rep said she would call me back today before 10am because I had to work at 11am and it is now 948 am and no call yet. I have been miss informed and mis led on this transaction. I feel it was more like a bait and switch. I was also told that the warranty was also on sale at the time and I better get it because of such a low price. Based on what the salesman [redacted] told me I purchased the warranty and now the business has gone a different way with this warranty. When my wife called the store manager he also told my wife that the warranty did not cover cleaning or normal ware and tare... So that goes to show you even the management in the store does not know what the warranty covers and doesn't cover. I have put my expectations of what I want and I am standing up and saying those are still my exoectaions at this point.

Review: I WAS BEEN MEGA FURNITURE AT [redacted] LOCATION AND THE SALESMAN HELPED ME TO FIND THE FURNITURE THAT I WANT. AT THE TIME, I CANNOT MAKE ANY DECISION. THE SALESMAN ASKED ME TO PUT 10% DOWN AND HE CAN LOCK THE PRICE FOR FURNITURE. HE TOLD ME I CAN TAKE “ALL” MY MONEY BACK IF I CHANGE MY MIND.

FINALLY, I WAS PICKED THE SOFA AND BEDROOM SET AND THE TOTAL IS $2250.00 WITH THE FIVE YEARS WARRANTY. I GAVE THE CREDITD CARD TO THE SALESMAN AND ASK HIM TO PUT $300.00 DEPOT INSTEAD OF 10% BECAUSE I KNOW THAT I CAN TAKE MY MONEY BACK EVEN I CANCELLED THE WHOLE ORDER.

AFTER A WEEK, I DECIDED TO CANCELL THE ORDER. I WENT BACK TO THE STORE AND WANT TO CANCELL IT. BUT THE MANAGER SAID THAT THEY HAVE TO CHARGE ME 40% OF THE RESTOCK FEE. I WAS ASKED THE SALESMAN WHY HE TOLD ME THAT I CAN TAKE ALL MONEY BACK BUT IT IS NOT. HE TOLD ME THAT THEY CHANGED POLICY ABOUT THE 40% OF THE CANCELLATION FEE WITHOUT TELL THE EMPLOYEE. BUT IT IS NOT MY FAULT. ANYWAY, AFTER ARGURED WITH THEM AND I DECIDE TO BUY THE SOFA. BUT THE MANAGER SAID THAT I HAVE TO KEEP THE WHOLE ORDER WITHOUT CANCEL ANYTHING. I KNOW THAT THEY JUST WANT TO “CHEATTING” ME BECAUSE I AM A SINGLE CHINESE WOMAN AND THEY KNOW THAT I AM SCARE AT THE TIME. I WAS MAD AND I TOLD THE MANAGER “YOU CAN CHARGE ME 40% AND I WILL CALL THE CARD CENTER TO DISBILL IT.”

FINAALY, THE MANAGER LET ME KEEP THE SOFA AND ASKED ME TO KEEP THE 5 YEARS WARRANTY THAT I REALLY DON’T WANT TO. AFTER ARGUE WITH HIM FOR A WHILE AND I KNOW THAT THEY WONT LET ME GO IF I DON’T PAY FOR THE WARRANTY.

2 WEEKS AFTER, I RECEIVED MY SOFA AND SIT ON IT. I FELT VERY UNCOMFORTABLE OF IT BECAUSE THE CUSHION OF TOP PART WAS SO PUFFY AND THE LEATHER IS NOT AS SOFT AS THE ONE I WAS SIT IN THE SHOW ROOM. I THOUGHT THAT IT IS BRAND NEW AND NEED TIME TO SIT ON IT. AFTER A WEEK, MY NECK, MY BACK AND MY SHOULDER HAS PAIN AND COULDN’T MOVE BUT THE SOFA STILL PUFFY AND THE LEATHER STILL HARD. I WENT BACK TO THE STORE AND SIT ON THE ONE IN THE SHOW ROOM. I CAN FEEL THE BIG DIFFERENT BETWEEN BOTH. I TOLD THE MANAGER AND ASK FOR REFUND. HE GAVE ME THE CUSTOMER SERVICE NO TO CALL. CUSTOMER SERVICE SAID THEY WILL SEND THE TECHICAL TO CHECK IT AND FIX IT BUT THERE HAS A $45.00 OF THE SERVICE CHARGE. WHAT? THE SALESMAN TOLD ME THAT IS “NO CHARGE” AND THEY ALL TELL ME THE DIFFERENT STORY BEFORE I PAY FOR EVERYTHING.

I WAS CALLED CUSTOMER SERVICE AND SCHUELED THE APPOINTMENT FOR THE TECHNICAL TO COME. CUSTOMER SERVICE SAID THAT THEY HAVE TO CHARGE $45.00 BUT SHE WILL WAIVED IT IN THIS TIME BUT I HAVE TO PAY NEXT TIME WHATEVER I ASK TO FIX. I ASKED THE GIRL THAT I WANT TO CANCELL THE 5 YEAR WARRANTY BECAUSE THE SALES LIED TO ME THAT IS NO CHARGE FOR EVERY VISIT. I WAS WAITING FOR ABOUT 3 DAYS AND GET NO ANSWER FROM THEM.

MY BODY GETTING WORSE, MY HEAD COULDN’T MOVE FOR SITTING ON THE SOFA FOR ALMOST 2 WEEKS. I WAS DECIDED TO RETUREN INSTEAD OF FIX IT. THE GIRL OF CUSTOMER SERVICE SAID THAT IT HAS NO REPLACED OR RETURN BECAUSE IT IS BRAND NEW WHEN THEY SEND THAT TO ME AND I TOTALLY UNDERSTAND.BUT I TOLD THE GIRL I WAS SUFERING FROM THE SOFA AND I AM WILLING TO PAY FOR THE 40% OF THE SOFA PRICE AND $100.00 OF THE DELIVERY CHARGE THAT I WANT THEM TO TAKE AWAY THE GARBAGE. I STILL GET NO ANSWER FROM THEM FOR 2 DAYS. I WAS SUFFERING FROM THE SOFA AND HADN’T SET ON IT FOR FEW DAYS ALREADY.

I GOT CALLED BACK AND THEY WILL TAKE THE SOFA BACK AND GIVE ME 60% BACK OF THE SOFA PRICE BUT NOT THE FIVE YEAR WARRANTY. FINE! I GET TIRED TO ARGUE AND ACCEPTED IT.

I FEEL IT IS NOT FAIR TO ME BECAUSE I PAID FOR $100.00 FOR THE 5 YEARS WARRANTY SERVICE.Desired Settlement: THEY SUPPOSED TO REFUND MY $100 OF 5 YEARS WARRANTY

Business

Response:

To Whom It May Concern:The customer received a refund of $474.58. This refund included the 60% of the GBS protection plan. The customer was already registered with the protection company and was not eligible to receive the full refund of the protection plan. If the customer had not received the 60% refund of the GBS plan, the refund would have only been $409.06.The customer did receive the correct refund and she agreed to this refund prior to having the merchandise picked up or having the refund processed on her credit card.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS Manager

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,

[redacted] To whom it may concern,I get confusing of the refund now. They said that they gave the refund of the protection plan. When I was talked to the Customer service and they said that it was non-refundable. They totally lied to everyone now. My original sales is $1124.30The break down issofa $838.00Deliver $100.00Protectio $100.00sales Tax $86.30if I get the sofa $838.00 + protection plan $100.00 - pick up charge $100.00 = $838.00 of 60%=502.80+ 8.3% of sales tax=$544.53. It supposed to have the $544.53 refund. Why I just got $474.84 refund? Is that the sales tax are non-refundable also? Why they just pay back 60% of the protection plan for the customer whoever never used their service? I reason I am returning those item that it doesn't as the same as the quality in the show room and I have to pay for $649.46? Totally it is not my fault. the reason I was asked for the refund instead of dis billed the company because I want to be fair to the delivered person that I was received the service from them. Why I was faired to them but they don't do fair to the customer?[redacted]

Business

Response:

To Whom It May Concern:The customer's total invoice was $1,124.30 (this total includes the GBS protection plan). We took this amount times our 40% re-stocking fee which came to $449.72 plus the two delivery fees (one for the original delivery and one to pick up the merchandise) which came to $649.72. She received a refund of $474.58 as agreed to prior to Mega Furniture picking up the merchandise or processing the refund of $474.58.Please see attached email with the customer's response of "Thank you" as written agreement to the refund amount and process prior to Mega Furniture picking up the merchandise.For any further questions or concerns, please contact me directly.Thank you,[redacted]CS ManagerMega Furniture

Review: Long story short...My husband and I went to this store and purchase a 6 piece bedroom set, recliner, and 2 end tables.The furniture was coming from 9-6 so my husband took a day off. They brought a damaged footboard so my husband had to take off another day of work so they could deliver again. They came and brought an even more damaged one. I called the store. After about 10 phone calls and conversations with three different people they said they would not do any compensation outside of refunding the delivery fee "because that would cause them to lose money". In order to get the $100 delivery fee refunded, we had to drive 45 miles to their store to resign a contract then 45 miles back. So, we really didnt get $100 back. We did that and a week later still havent received the credit.Now we stayed home another day and they brought the wrong furniture. I spoke with the warehouse lady and she gave me attitude then hung up on me.I finally reached a manager Malik after about 25 calls and 25 messages. After losing about $900 from time missed from work. All they said was "we can give you $100 back otherwise we lose money". No care for our loss or inconvenience nor being hung up on by their own support team.After missing 3 days of work, staying home all day on a Saturday, being hung up on, driving 90 miles just to receive a supposed credit, numerous time spent on phone calls and emails... this has been by far the WORST experience I have ever had in my entire life!Desired Settlement: I would like the money we lost refunded ($900) or the amount in its entirety due to the incredible inconvenience and disrespect we have received when all we wanted to do was furnish our new home.We paid a total of $1300 so far and have a remaining balance of $497. If they actually credit the $100 (they havent yet). The total will come to about $1700.

Business

Response:

Hi !We have already refunded $200 to Customer due to inconvenience. We gave customer option of returning furniture and we will issue the full credit (refund) to customer, but customer has denied that option. According to customer that they took days off from work for delivery of their merchandise but we could have arranged or re-scheduled delivery according to customer preference (on their day off). Customer is demanding something which company is not liable to do so. But once again, we apologize for what happened. Thank you very muchRegards,Management TeamMega Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.To begin with, $200 was never credited. It was $100 for the delivery fee. On top of that, we scheduled the furniture to be delivered on a certain date and agreed to take the day off. The furniture that was damaged and had to be repeatedly sent out was for my son's bed. We had no choice but to have this furniture brought out ASAP due to my 7 year old not being able to have a bed to sleep on. With that being said, we had also requested weekend dates and were told they were booked. Once they said they could squeeze us in, and they delivered the wrong furniture. The amount of money lost cannot be compared to the $200 agreed to be paid back (which is $100 more than what actually was). Therefore, I reject this.Regards,[redacted]

Business

Response:

Hi Good Evening!As per customer, they haven't received the $100 refund for the inconvenience that they had at the time of delivery. We apologize for that and we are going to re-send that refund to customer as soon as possible. It might take between 7-10 business days. Thank you very muchRegards,Management Team,Mega Furniture

We purchased a bedroom set for almost $4,000 on Feb 12 and paid by credit card. It was delivered March 11. The bed was missing all hardware (unable to put together) and both the dresser and chest were damaged in shipping and missing grommets. Both dressers (all drawers except lined top drawer) were spray painted orange. They even spray painted the outside boxes bright orange. The green lined drawers had white dry wall appearing stuff all over them, as well as wood shavings all over them. The knobs on the dressers were loose (the delivery guys drilled holes in them, stating they didn't "punch the holes all the way through"). On the inside of the drawers the holes were so deep that the wood was splintered inside. I called the number the delivery guys gave me and they also called to report the damage. I ended up sending all of the furniture back. I was told they would get back with me the next day and figure out what to do. They didn't call me like they said they would. I called them. I wasnt treated very nice by one of the girls I spoke with, so I started dealing with the Store Manager, Victor Lopez. They told me they would get a new set that week, as they were sending people out to pick up a crate in Sacramento CA. I was out of town for work, but the Store Manager, Victor Lopez told me he would be in contact with me and I gave him my husband's contact info as the point of contact for setting up delivery. He never got back with us. I called him 10 days later when I returned home and he said my new furniture was in and set up for a Saturday delivery. He called me back the next day and said he was sorry to inform me that it didnt make it here. I called the District Manager, Mark Schubert to explain the issues and he promised me several times I would have the furniture today, Saturday March 26. I asked to go view the furniture on Friday, as I didn't want to go through what I went through the first time. He agteed that would be fine. He called me yesterdsy to inform me they didnt receive my furniture again. We got rid of our old furniture and had our carpets cleaned prior to the first delivery on March 11. My carpets were left a mess after the delivery people came that day....as they unloaded the boxes and got pieces of packing, Styrofoam etc all over my floor. Not to mention we bought a platform bed and got rid of our frame and box springs. I have been asked several times "what do you want to do?" They almost act like I am the problem. All I wanted was to receive the furniture I ordered and paid for. And all I expected was for it to be in the condition as I saw it in the store. I have been offered $200 refund by Victor for my time and trouble. He also asked me to text him my credit card number. I will never text my credit card number to anyone. Mark offered me a refund yesterday. I told him I will deal with my credit card company, as my trust with Mega Furniture is gone. He stated they preferred to refund me, as to avoid a charge back. I told him my concerns about trust with his company and that I was not worried about his company at this point. Prior to this, we called our credit card company to dispute the charges, since we have never received the promised furniture we bought and the bill is now due at the beginning of April. I told Mark the bill was due and we havent received the furniture. Today Kacie, customer service representative left a threatening message on my voicemail. The company is concerned about a charge back. They say I will be responsible. I called my credit card company back again and they told me this is not true. For the life of me....I don't understand why I have been lied to time and time again. I plan to let the Company, Sunny Designs know that this is how Mega Furniture is representing their company and furnitire.