Complaints

This profile includes complaints for Mega Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mega Furniture

  3941 W Mohave St Ste 110 Phoenix, AZ 85009-6600

  
• 

  Mega Furniture

  6730 W Indian School Rd Phoenix, AZ 85033-3225

  
• 

  Mega Furniture

  10214 N 28th Dr Phoenix, AZ 85051

  
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  Mega Furniture

  8026 W Bell Rd Glendale, AZ 85308-8703

  
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  Mega Furniture

  8686 E Raintree Dr Scottsdale, AZ 85260-2614

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a terrible experience with Mega Furniture. On 5/10/2025, I purchased a 3-piece couch set onsite in there store. The sales agent, *****, was evasive when I asked a straightforward question about the standard 1-year warranty. Instead of giving a clear answer, he aggressively pushed a 5-year protection plan, saying look at all the money I am saving, completely dodging my question.I chose to lease the furniture to receive it sooner, but the leasing process was chaotic and poorly handled. Mega Furniture clearly lacks understanding of the third-party financing company they use, *******, and provided me with little guidance. The store manager, *****, told me delivery would take 79 days originally. Instead, it took nearly four weeksthe set finally arrived on 6/5/2025, 26 days after my purchase.Had they given me an honest delivery estimate, I could have waited two weeks and paid in full, avoiding an additional $400 in leasing interest and fees. I was misled into making a financial decision that cost me significantly ******* make matters worse, ***** acknowledged the poor experience and said he would request a refund of the delivery fee. After two weeks of silence, I followed up on 6/24/2025he admitted he forgot about it and casually said it probably wasnt approved.This company failed to provide accurate information, misrepresented timelines, pushed unnecessary upsells, and failed to follow through on promised resolutions. I feel taken advantage of and strongly urge others to beware.

  

  Business Response

  Date: 06/30/2025

  Dear ******,

  Thank you for sharing your feedback. We are sorry we didn't meet your expectations. Please know that your concerns have been noted and shared with the appropriate teams for review.

  We can confirm your delivery fee refund has been processed with your financing company.

  If you have any further questions or concerns, please feel free to reach out.

  Thank you,

  ***** P

  Thank you for sharing your feedback. Were sorry to hear that your experience did not meet expectations. Please know that your concerns have been noted and shared with the appropriate teams for reviewThaThank you for sharing your feedback. Were sorry to hear that your experience did not meet expectations. Please know that your concerns have been noted and shared with the appropriate teams for review.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sofa on 3.15.25 and was told that it would take 6 to 8 weeks since it was a customer product. I received a call 2 weeks later they my sofa was ready for delivery This send up a red flag and I let the sales person know this. When it was delivered one piece of the sectional had holes torn into the bottom dust cover so I declined it and was told they would repair it. They brought the other piece into to my home and after they left I noticed several problems with the material and the back support boards. On 2 cushions there was a light gray line marking across both cushions., on the end cushion on the underside there was a yellowing on one side of the material. The material had a very nausing oder to it as well. The back support boards on the backside of the sofa were clearly visible through the material as well, one board had a big knot hole in the wood which would easily snap in half. The boards were not wrapped nor padded. There were were 3 bolts poking out the material which would eventually tear through it. All of these issues were sent to my sales person.

  

  Business Response

  Date: 04/11/2025

  Dear Ms. ********************** you for bringing your concerns to our attention, and we truly appreciate your detailed feedback regarding your recent furniture order.

  
  We sincerely apologize for the issues you experienced with your sectional sofa. We understand how disappointing it must have been to receive a product that did not meet your expectations, especially after the time and trust you placed in us.

  
  Our team has reviewed the photos and concerns you shared, and we want to reassure you that everything was taken seriously. The damage to the dust cover, the material imperfections, odor, and visible support boards are not reflective of the quality we aim to provide.

  
  Were glad to confirm that your refund has already been processed in full. You should see it reflected in your original form of payment, if it hasnt already appeared.

  
  If theres anything else we can assist you with, or if youd consider giving us another opportunity in the future, wed love the chance to provide a better experience.

  
  Thank you again for your patience and understanding.

  
  Warm regards,

  
  ***** *.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 2022 I visited MegaFurniture where I made a Purchase of Living room set and dining room set. Sales person ***** *. At the end of the paper work he recommended an Extended Warranty on dining room for additional amount of $300. Rep ***** person sold the warranty Guardian claiming that If ANYTHING happens scratch, stain, rip, broken it will cover. He also said if down the line merchandise is not fixed the furniture store will replace item. I bought into this warranty n got it I spend $6400.00 on furniture I wanted to protect it. As of ***************************************************************************************************************************** Nails coming out and one stool broken. They dont want to cover as they claim says its accident. No matter how its worded they keep rejecting any claim. I reach out to Furniture store n have toss the ball around with no help. I WANT my stools fix if they wont fixed I demand Mega Furniture to replace them all to match same as they sold me under as part of the deal. If they wont do any I would like my $300 extra refund plus extra $200 to have my furniture fixed outside

  

  Business Response

  Date: 02/07/2025

  Dear Mr. ***************** you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to clarify the situation.
  The extended warranty you purchased is provided by ************************, a third-party company that handles all claims independently. After reviewing your case, we contacted Guardian on your behalf, and they confirmed the following reasons for each denial:
  Claim #******* & #******* Declined due to seam separation (not covered).
  Claim #******* Declined as missing hardware is not covered under the plan.
  Claim #******* Closed due to documents not being submitted within the required 30-day timeframe.
  Claim #******* Successfully processed for stain cleaning on a dining chair.
  Claim #******* Declined as the reported damage to the table was outside the allowable time frame (reported on 12/18/2024, but damage occurred on 11/3/2024).
  Claim #******* Declined as normal wear and tear on a dining chair is not covered.
  At the time of purchase, Guardian Protection Plan sent an email outlining the full terms of your coverage, including what is and isnt covered, as well as the required timeframe for reporting claims. Since Guardian independently administers the warranty, we do not have the ability to override their decisions or issue a refund for the protection plan.
  We regret that your claims were not approved, but we encourage you to reach out to Guardian directly for further clarification. If you require assistance in sourcing parts or repairs outside of the warranty coverage, we would be happy to help explore possible solutions.
  Please let us know if we can be of any further assistance.
  Sincerely,
  ***** *.
  Customer Service
  **********************

  Customer Answer

  Date: 02/08/2025

  you Mega Furniture promoted the 3rd party warranty with the it covers anything this is call false advertising. I contact them I contact you guys even store manager who also recommend to false or change wording so they 3rd party will cover. To which  I did even with that they declined. So at this time I would like my $300 back. I will seek how to repair on my own. You guys were the starting communication you will return my money and will handle that part with them not me not the customer. My $7000 purchase should have been fully cover per your representative so I would like my $300 back thank you. 

  

  Business Response

  Date: 02/12/2025

  Dear Mr. ************** appreciate your feedback and understand your frustration regarding your warranty claims. However, as previously mentioned, the extended protection plan you purchased is administered entirely by Guardian Protection Plan, and all claim decisions are made by them based on their terms and conditions.
  At the time of purchase, ******** sent an email outlining the full details of your coverage, including what is and isnt covered, as well as the required timeframe for submitting claims. While we regret that your claims were not approved, we are unable to issue a refund for the protection plan, as it is a non-refundable third-party service. Additionally, one of your claims (#******* for stain cleaning on a dining chair) was successfully fulfilled, which further confirms that the protection plan was utilized and remains non-refundable.
  Regarding your concerns about how the plan was presented at the time of purchase, we take such matters seriously and will be reviewing this internally to ensure our team accurately represents warranty coverage. However, we do not have the ability to override Guardians decisions or refund the cost of a plan that has already been partially used.
  If you need assistance in exploring repair options outside of the warranty, we would be happy to provide guidance. Please let us know how we can assist further.
  Sincerely,
  ***** *.
  Customer Service
  **********************

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 3 Bedroom sets on 11/03/2024 and was told to expect delivery in two weeks. Some pieces did not arrive so I decided to cancel. The Store Manager - *** said that that they don't issue refunds but will issue store credit instead. So I went back to the store and purchased an area rug and was told that it is not available in store so they will let me know in 2 weeks as soon as it's ready for pick up. 2 weeks went by and no call from them, so I called to follow up and was told to wait a couple more weeks. 2 weeks passed still no call nor email. Called again on 11/21/2024; spoke with ****** who told me that I have to wait 5 more weeks and that the Store Manager is not available until Friday. So I called 11/22/2024 and *** (Store Manager) told me to give him a break because he gave me a good deal and it's only 1 piece of furniture that's missing from my order. It's upsetting when I requested for cancellation and refund, store manager agreed but will deduct restocking fee per item. I insisted for a full refund on undelivered items amounting to $415.85. He said he can't do that because the items were ordered.

  

  Business Response

  Date: 12/06/2024

  Good day,

  It is my understanding that the situation has been resolved now. Please let me know if there is anything else I can assist you with.

  Respectfully,

  ***** P

• Initial Complaint

  Date:10/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase of mattress on 9/2/24. We were told we would receive delivery in two weeks. Mattress did not arrive for more than a month. The mattress we received was not the mattress we purchased. We informed the store it was the wrong mattress. I was told the manager would contact me but I received no return call. I made several calls with no response.I had to go to the store in person where I was made to wait for someone to contact a manager. I showed them pictures of the mattress we received, showing that it was not the mattress we purchased. We purchased a firm mattress but we received a soft mattress that sunk in the middle. I was told the delay in the original delivery was caused by the manufacturer sending the wrong size mattress, however we were not informed of the delay.The manager agreed to replace the mattress originally delivered with the mattress we purchased.However, the replacement was also NOT the mattress we originally ************ date, we still do not have the mattress we purchased.Following the second wrong delivery, I spoke to the Delivery Manager who told me she would contact the store directly. I called the store and requested they pick up the mattress and issue a refund. As usual, they responded "they would tell the manager" who never returns my calls.I told the individual I spoke to that I was going to contact BBB.

  

  Business Response

  Date: 10/19/2024

  Dear customer, 

  We apologize for all the inconvenience caused by this mistake. However, I understand that a refund was granted and completed. Please let me know if there is anything else we might do to help you.

  Respectfully,

  ***** *.

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the furniture I purchased didn't arrive to my house in the condition I purchased it in! on the contract it clearly says, small rubs and stitching issues (small) we both agreed! but when it was delivered, the chair had a rip/tear on the side which wasn't there when i paid for the furniture. so when I reached out either in person, phone or email, Mega Furniture never returned a phone call or email! when i went to the store and went over the paperwork with them, they continue to say we will talk to corporate, months went by, still never heard from corporate, so I reached out to my Attorney, he sent Mega Furniture a letter explaining that at this point, ***** ******* just wants a full refund and for Mega to pick up their furniture. then all of a sudden! Mega contacts me via text, I replied, you only reached out because of the letter your company received. I mentioned I never wanted to deal with your company again! so please, pick up your furniture and refund me please.

  

  Business Response

  Date: 09/16/2024

  Dear Mr. ***************** you for bringing this matter to our attention. Im truly sorry for the inconvenience and frustration youve experienced.
  I want to acknowledge that you were correct in noting that the delivery condition of your furniture did not meet your expectations, particularly with the tear that was present. We understand this situation has been far from satisfactory.
  We did offer a replacement for the furniture months ago, but it was declined. Since that offer was not accepted, we are unfortunately unable to provide a refund. Our records indicate that we made several attempts to resolve this issue through various channels, and we regret any communication breakdowns that may have occurred.
  Given the circumstances, we would like to coordinate with you to discuss potential next steps to address the situation as best as possible. If there is any other way we can assist or if you would like to discuss further options, please contact us directly.
  Thank you for your understanding, and we apologize again for the inconvenience youve experienced.
  Best regards,
  ***** P

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the items from mega furniture contracted the delivery date but not a time they gave 30 minutes notice for me to get home. I explained to them I was further out and for them to get started unpacking that I would be there shortly. They refused because I did not arrive home in time. Even though I called and explained to them when I would be there They told me they could not deliver this furniture at all today and I called them back and they said for $70 theyd make another attempt in an hour and a half to two hours which I paid they did not show up at the designated time and now refused to deliver the furniture

  

  Business Response

  Date: 09/16/2024

  Dear ******* *****,
  Thank you for reaching out and sharing your recent experience with us. Im truly sorry for the inconvenience you encountered with the delivery.
  I understand that the delivery process did not go as smoothly as anticipated, particularly with the timing and additional charges. We acknowledge that the merchandise has now been delivered, and I apologize for any frustration caused by the scheduling and communication issues.
  To make up for the inconvenience, we would like to offer assistance if there are any further concerns regarding the delivery or the items themselves. Please let us know if theres anything we can do to assist you further.
  Thank you for your understanding and patience. If you need any additional support or have further questions, feel free to contact us directly.
  Best regards,
  ***** P

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 11 2023 we bought an electrical sofa recliner at Mega Furniture ****************. Three weeks later screws fell off the mechanism making the sofa unusable.We contacted Mega Furniture in January and were promised a quick resolution.But then, for weeks, they kept postponing the repair and the latest date promised is now in May of 2024. Between December 2023 and May 2024 we were not able to use the sofa, this delay seems way way too long for a reasonable repair time.We sent many emails, text messages and the responses were always fast and cordial but without any effect on the repair. We were asking for a reimbursement because others screws are about to fall off, according to their own technician who inspected the sofa. After such a long time of communicating and waiting we still have not gotten a response of wether the reimbursement is accepted or not.

  

  Business Response

  Date: 04/29/2024

  Mr. and Ms. ***************** are very sorry that you've had a bad experience with Mega Furniture. I can assure you we are working very hard to get your issue resolved, however, I do want to remind you that we work around the manufacturer's schedule in order to complete requests like yours, we have been having some delays due to closures on their office, but I can assure you that your case is top priority in our list and it should be resolve within the next week or two. 

  We appreciate your patience while we work towards resolving your claim.

  Thank you,

  ****************

  Customer Answer

  Date: 04/29/2024

  Hi ****************,

  Thank you for your response through BBB.
  Your response though has been the same for months now.
  It is time to stop giving me the same answers without any resolution, it is just unacceptable to let a client wait that long and still using the same unacceptable response that my case is a priority and that you have to work around the manufacturer's schedule. This should not be the problem for the client.
  I have no children, no pets or guests who could have damaged in any way or form the couch.
  There are always ways to make it up for the client, you choose not to.
  I am willing to take this complaint to the next level, your response, always the same, for months, is not acceptable anymore.
  Mega Furniture, obviously, is hiding behind the manufacturer's delay and let the client wait for months.
  This is solely of your responsibility.
  I plan to take this complaint to the next level.
  Respectfully
  *******************
  

  

  Business Response

  Date: 05/02/2024

  Mr. *******,

  We are ready to help you resolve the issue with your sofa, our team is trying to contact you to set up a technician appointment, as stated on the previous emails you received from our customer service department, the parts were to be received from the manufacturer to our warehouse between the last week of April and the first one of May. We now have received the parts and we can proceed with the technician appointment.

  Please respond to our customer service representative with the best date to schedule your repair.

  Thank you,

  ****************

  Customer Answer

  Date: 05/02/2024

  As I told you previously, it is totally unacceptable and it reflects very badly on you business that after months of having a sofa in my living room, without being able to sit on it, you just tell me that you are ready to fix it. There is no real apology of having not done your part. There is no compensation offered whatsoever. Anyone in my position would not accept what you have done, making me wait for months. If your business is offering such low warranty resolution, no one would accept having a sofa in his living room for months without being able to use it. I expect from you a compensation, the least you can do for not having offered a solution before that.

• Initial Complaint

  Date:02/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A detailed account the events, dates and individuals involved can be found on this link to a ****** document. ************************************************************************************************

  

  Business Response

  Date: 02/22/2024

  The new merchandise was delivered to the customer on January 24, 2024 in good condition; the customer did mention that the recliner looked a different color than the sectional, to which we inform it wouldnt be possible as it is only made in the one color, regardless of this we offered the customer to take the floor model as this is a discontinued model, the customer denied that option and wanted to get a brand new one. We have contacted the manufacturer to request a new recliner be sent to us in order to replace it for the customer, they have accepted the order but this is back order and we do not have a current date for it to be received at our warehouse. At this point, we have two offers for the customer;
  
  ********** can keep the recliner they currently have until the new one arrives for the exchange.
  2-Customer can return the recliner only for a refund of $523.99 plus tax (amount paid for recliner only).
  
  A refund for the complete set is not an option as there are no issues with the furniture and as stated previously, we had only exchange this for the original merchandise the customer purchased as an act of good faith towards our customer.

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an 8 piece sectional couch from Mega Furniture on November 18, 2023. We were told the pieces were either in stock at their warehouse or on back order and would be delivered in 2 to 4 weeks. The sales person helped us design the couch and he recommended we purchase all pieces so that they recline. At no time were we told they were no longer selling this couch and that we would be getting a floor model. We were told the couch was under a full warranty for the mechanism, frame and fabric and we could extend it to 5 years which we did. Again, none of our paperwork says we were getting a floor model. When the couch arrived, one of the pieces did not recline. It was at that point we were told that they couldn't get another reclining piece and so they gave us a piece which didn't recline. We were told we needed to sign the document stating the couch was delivered and that we needed to bring up any issues with the couch to the store that sold us the couch. We immediately called the store and they said they were no longer selling that particular couch so they could not get another reclining piece and they offered to give us a credit to make up the difference between the reclining piece and the non-reclining piece. We really like the couch so we accepted. Once the delivery people left, we noticed one of the backs on the couch wasn't aligning with the rest of the couch. So we called the store to have them come out and fix it. They scheduled a time twice with us and they never came. We have called and called to no avail. Now one of the reclining pieces doesn't work and we are being told they won't cover the warranty and can't guarantee it will be fixed because they sold us a floor model. At this time we want to return the couch and get our money back. So now we have two problems with the couch and no one is coming to fix it and we are getting the run around between their corporate office and the store itself.

  

  Business Response

  Date: 01/10/2024

  Dear customer,

  I am truly sorry about the inconveniences you experienced, our goal is always to provide the best service to our customers. It is my understanding that you are scheduled, per your request, to get the sectional picked up Friday 1/12. Once the merchandise has been picked up, we will process the refund to your **** card, please be aware that refunds might take 5-7 business days according to your bank. Also, please be aware it is not necessary for you to stop by the store in order to get your refund, you can give the store a call and provide your card number, ending in ****, and they can process the refund while you are on the phone and email you the receipt, we can do it whatever way is best for you.

  If you have any questions, please know we are here to assist you.

  Thank you,

  ******* P