ComplaintsforMega Furniture

• Initial Complaint

  02/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  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

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a custom piece from Mega Furniture in June, assured by ***** at the Mesa Store that it would fit through my foyer. Despite reassurances, the furniture did not fit. After discussions with the store and district managers, I was told about a 5% restocking fee for custom items. The district manager suggested purchasing new items to offset the fee.After visiting both the Mesa and ******* stores, I finally made new purchases in *******, with the assurance that the $900 fee would be waived. However, the finance account didn't reflect the adjustment after returning a couch, a pair of chairs, and a rug. Multiple calls to the stores and Mega Furniture Corporate did not yield a solution.The Mesa store manager, ***, claimed the ******************** shouldn't have promised a credit. The district manager offered only a $200 refund. I am dissatisfied with the lack of follow-through and communication within the Mega Furniture team.

  

  Business response

  11/29/2023

  *****************,

  I would like to start by stating that it is the customer's responsibility to ensure the merchandise will fit through your home, as our sales person do not know your space we can not guarantee it will, however, as you mentioned before, there was an agreement to waive some of the restocking fee for the "Custom Order" as you were reselecting, our regular restocking fee is 40%, it was agreed by the district manager to take it down to 20% which was $851.20 plus the delivery fee that can't be refunded, $110, taking this to a total of $961.20 for your restocking fee.

  Please let me know if you have any questions.

  Respectfully,

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

  Customer response

  11/29/2023

  I was initially advised that a portion would be offset in my new purchase but the Mesa store and your district manager. That was not what was advised when I returned to the ******************** by you and your husband when I shared my desire of not reselecting any items and just paying the $900 fee. I asked multiple times to ensure I stayed within my budget and you guys stated it will not be. 

  

  Business response

  12/06/2023

  ******,

  I think you have me confused for the representative at the store, my name is ***** and I work with corporate. However, I did reach out the the district manager you originally talked to, **********, and he has informed me that you reached an agreement with him where we would discount $200.00 from your restocking fee. I have made the necessary arrangements to credit the $200.00 back to your financing account and it should be reflected within the next 1 to 2 billing cycles.

  Have a great rest of your week,

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

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is that a month ago I attempted to buy a dresser from mega furniture. Now up to this point I have had a bit of a dispute with them because they did not enter in the correct dresser I wanted, delivered not only the wrong one but it was late, gaslighted me telling me its the one that I ordered, lied to me by having me talk to the sales person who sold me instead of the manager in which the person claimed to be the manager, and yes I have still not received and compensation for being given the wrong dresser. I must also note that before I could ask the delivery drivers to take the dresser back they left my house when they were supposed to be waiting on standby for me to get a call in which I did not receive and as a matter of fact, I have had to be the one contacting mega furniture 99% of the time instead of them contacting me like they should have. The so called manager ***** was supposed to put a note in the system about how I received the wrong dresser and send it to corporate but when I called a week later to talk to corporate they said there was nothing in the system about the ongoing issue in which to this point I have not received my dresser that was shown to me in store. I am very upset because I was also told that if I wanted the dresser I was shown in store I would have to pay the $50 more for it and $110 and some change for shipping. I need this resolved asap because I am beyond upset

  

  Business response

  10/18/2023

  Dear customer,

  I am really sorry that you didn't have a great experience with our store. I went ahead and checked your paperwork at the store and you indeed order and paid for a chest of drawers which is what you got delivered. The price for a dresser is different, higher, since it is a bigger piece of furniture. If you are interested, we can for sure exchange the merchandise, we would just need to collect the payment for the difference and make sure the chest that has been at your house is free of damages.

  Please let me know if you would be interested.

  Thank you,

  ******* P

  Customer response

  10/19/2023

  I refuse to pay extra for the correct dresser. I understand what it looks like on the order and I would understand if I ordered the dresser online but I didnt. My mom was there as a witness to me telling the sales floor rep who helped me I do not want a chest dresser,I want a long dresser with room and yet they somehow managed to in the process, input the info for the wrong dresser. Also the sales rep lied to me and told me he was the manager when he was in fact not the manager. Tell them I want the correct dresser for free or I want a refund end of discussion

  

  Business response

  10/20/2023

  ******,

  I once again apologize about this confusion, we are trying to remedy the situation, however it is not possible to change the the merchandise without having you pay the difference. In regards to your sales person, he did not lie, he is the assistant manager and the manager on duty when the actual manager is not in the store. If you would like, I can have the store manager, ****, contact you  to discuss the price difference for the dresser.

  Please let me know.

  Respectfully,

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

  Customer response

  10/28/2023

  I really would like for you guys to stop apologizing because its not helping. You guys are taking the side of your employee who clearly messed up and input the wrong dresser and I dont appreciate you guys making me seem like I am the one who told him I wanted the chest dresser. I dont want to pay the difference for the dresser that I actually wanted and clearly stated that I wanted in store. Since you guys outright refuse to give me the dresser I wanted I do not want any more contact with you because what you pulled was very unprofessional and untrustworthy. I hope that no one ever has to come into your store and deal with what I did because they will be very disappointed to get he same outcome as me.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/04/23 I bought a sofa for $1839.60. Order No. ******. It was delivered on 06/08/23. A few days after the delivery, I felt like the seat and the back area were sagging. I felt like I was sinking in every time I sat down. By the following weekend, it was pretty obvious that there was something wrong with the sofa because it kept losing support and becoming uncomfortable to sit on. I called the company on 06/20/23, left a voice mail and asked for a call back. I did not get a call back and I called back on 06/21/23. The person that answered the phone asked me to send an email with an explanation and pictures. I did, she said that they needed to send a technician to check it out. 06/29/23, the technician inspected the sofa and determined that the foam needed to be replaced on all 3 seats, the seat and lumbar sections, with a higher quality foam and he called the company from my house. After that, I have been having a hard time getting answers from the company. I feel like I'm being ignored and they blame it on the manufacturer.I was tired of the lack of communication and I went to the store on 07/18/23 to talk to the manager. The person that I talked to seemed like he had no interest in helping me and gave me the email from the regional manager. Last Saturday I received another email stating that they can't get a hold of the manufacturer. I replied asking for my money back. It had been over a month since I reached out about that defective couch. I can't even use it. This new couch broke down in less than 2 weeks. My old couch lasted 8 years. I want them to come to my house, take the couch and give me my money back.

  

  Business response

  07/27/2023

  Dear customer, 

  We very much apologize about the inconvenience caused by this issue. As you were informed by our customer service representative, the parts required to repair your sofa had been ordered right after your appointment with **************, however, we do depend on them to get the parts and ensure they are original parts, please not the parts come from overseas and that is why they take a little longer to get here. We are happy to inform you the parts will be arriving by the beginning of next week and our team has been trying to contact you to set up the repair appointment, please contact us back to set up the appointment at your earliest convenience.

  Thank you,

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

  Customer response

  07/27/2023

  This is unacceptable. You are forcing me to keep a defective sofa. No body is taking responsibility. The store manager brushed me off and told me to contact the Regional Manager. I cc'd the Regional Manager and he doesn't even have the courtesy to reply to my email. There's a huge lack of communication and I regret everyday doing business with your company. I have not used your sofa for the last two weeks and I'm waiting for you to come pick it up and get my money back. I'm using my 8yr old couch. Your technician told you over the phone that it needed a higher quality foam. There's no guarantees that you got something better, only a replacement part that will fail in 2 weeks just like the original one. Like I said before on my original letter. Your display sofa, in the Ahwatukee store, has the same issue. Your sales person assured me that that was not going to happened to mine, but in less than 2 weeks, it happened. You lied to me and I have waited over 35 days for a resolution. I do not want to do business with your company. I want you to come to my house and take your defective couch with you and get my money back.

  

  Business response

  07/28/2023

  ********,

  I understand your point, however as stated on your previous communication with our customer service department, we have to follow the proper steps with the manufacturer in order to repair your merchandise, we are not able to just refund or pick up merchandise that encounters an issue, it is important to note that this is high quality merchandise and this is not something that happens everyday, however there are some times that issues occur, like this one; we are ready to set up an appointment for *********** as soon as next week. 

  Please contact our customer service department to set up a day that works best for you.

  Thank you,

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

  Customer response

  08/02/2023

  This Friday is going to be two months since I purchased that sofa.
  You have made the last two months very frustrating for me. You keep ignoring my request. I bought a new sofa, you gave me a defective one, and now you want me to keep a refurbished one. This is not fair. I want my money back.
  I have never been treated like this by any other business. This is an ongoing issue with that sofa and you just don't accept it. Based on how I have been treated by your company, I do not trust you. I don't believe that you're going to fix it. That's why I want my money back. You couldn't even get a reply from the manufacturer. 
  
  Please send someone to take your sofa back. It's taking up a lot of space in my dining room.
  Please

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Furniture was purchased on 5/27/2023, the furniture was having a modification done. The new piece of furniture was found to not fit in the living space so the decision was made to cancel the transaction on 5/30/2023 as the furniture has not been delivered, shipped, or picked up by us. Mega furniture is refusing the cancellation. We would like to file the complaint to see if a resolution can be reached.

  

  Business response

  06/02/2023

  Good day ******,

  It is my understanding that you will be stopping by the store to reselect to a new model. 

  Please let me know if there is anything else I can do to help you.

  Respectfully,

  ******* P

  BBB Translation:
  
  Buenos *******************,
  
  Tengo entendido que pasar por la tienda para volver a seleccionar un nuevo modelo.
  
  Por favor, avseme si hay algo ms que pueda hacer para ayudarlo.
  
  Respetuosamente,
  
  ******* p

  Customer response

  06/05/2023

  Yo quiero seguir con la cancelacin, porqu no queda en mi *******.

  BBB Translation:

  I want to continue with the cancellation, because it doesn't stay in my space.

  

  Business response

  06/05/2023

  ***************,
  
  As much as we regret loosing you as a customer I would like to inform you we have processed your refund. We truly hope to see you again in the future for your furniture needs.
  
  Respectfully,
  
  ************
  
  BBB Translation:
  
  Sra. *****,
  
  Por mucho que lamentemos haberlo perdido como cliente, me gustara informarle que hemos procesado su reembolso. Realmente esperamos verte de nuevo en el futuro para tus necesidades de muebles.
  
  Respetuosamente,
  
  ************

  Customer response

  06/09/2023

  
  Better Business Bureau:
  Muchas gracias por su respuesta.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a living room set with mega furniture back in January, we are now in May and I still have not received the product. I was informed 2 DAYS ago that my order was never placed with the manufacturer and that they are not able to tell when or if my order will ever be fulfilled. They are pushing me to chose a different product when I DO NOT want a different living room set because they have a no return policy even when I have nothing to return because I never received what I paid for in the first place!! I spent over 10k in furniture at this place and I still dont have what I paid for and they cant give me an eta on my living rooms set! Save yourself time, money and the headache and take your business else where. NEVER in my life would I do business with Mega furniture again. If I could give it a negative star rating I would, they have been the most awful company I have ever worked with

  

  Business response

  05/08/2023

  *****************,

  I would like to offer my sincerest apologies for the delay in receiving your furniture. I have confirmed that all of your merchandise is ready to be picked up at the Happy Valley location instead of the warehouse as per your request. Please let me know if you have any further concerns, I would be happy to help you.

  Respectfully,

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

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 22 3 months into purchase one of our recliners sank. I have seen this same issue with other clients. Manufacturer warrant said it was due to wear and tear. Mega furniture *********** said they couldn't help us.

  

  Business response

  05/04/2023

  Good day,

  It is my understanding that there is an open claim with our customer service department and they are awaiting some response including pictures and videos from your set. Please respond to their email so we can best help you.

  Thank you,

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

• Initial Complaint

  04/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a complaint regarding an issue that I have been facing with a furniture store. I have attempted to resolve this issue with the store directly, but have not received a satisfactory response, which has left me no choice but to escalate this matter.I purchased a Marble Top Dining set from Mega Furniture on 2/9/2023, and paid a total of $1835.21 using my **************** credit card. The table was delivered from the warehouse on 2/13/2023, and upon inspection, I noticed that the table had cracks everywhere. I immediately brought this to the attention of the delivery person, but they were unable to reach customer service to address the issue. As they had completed their job, they left and requested that I sign for the received table.The next day, I returned to the store and reported the issue to the manager, ****. However, he informed me that nothing could be done after the product had left the warehouse. He helped me contact customer service, and after a few hours, they replied that the table was up to the manufacturer's standard and there was nothing else they could do about it. I requested to pay for another delivery fee to exchange for a better quality table, but the store manager said that nothing could be done at the store level.I am very disappointed with the service provided by the store, as the table I received was not up to my standards, and I believe it was misrepresented in the store. I am willing to pay for another delivery fee to exchange for a better quality table, but the store is not willing to cooperate with me. If I keep this table at home, I have safety concerns, as the cracks could break apart and cause injury. I believe this table must be returned, and I request that the Better Business Bureau investigate this matter and take appropriate action to ensure that the store improves its customer service practices and addresses my concerns.Thank you for your attention to this matter.

  

  Business response

  05/04/2023

  Good day,

  As explained to you in prior communication, the table you purchased is a real marble table, as you saw at the store, there is a notice that states some normal imperfections come with real marble and the table in your possession is up to the manufacturer standards and not approved for an exchange as it is not defective. 

  Respectfully,

  ******* P

  Customer response

  05/08/2023

  While I understand that all products are subject to wear and tear, I believe that this table was defective from the beginning, and I am requesting that it be replaced.
  Firstly, I would like to point out that I did not notice the cracks in the table at my first visit to the store. Additionally, during my purchase, I did not see the notice about the cracks on the table. The salesperson did not mention anything about the notice to me, either.
  As you can see from the attached photograph, the table has numerous cracks that have been filled with Akemi or some other epoxy products. While I would be willing to accept a small fissure or variation in color, the table in my possession clearly has cracks everywhere, making it a broken and defective product. This is not the same table that I was shown in the showroom and is not the product I intended to purchase.
  My concern is that if the cracks are not repaired properly, they could break apart during use, which could lead to accidents and injuries, particularly given that I have three children at home. I would appreciate it if you could exchange this table for one of better quality, like the one presented in the showroom, to avoid any potential harm. If you cannot guarantee the quality of the product and the cracks may worsen over time, I will have no choice but to return the table.
  I hope that you can understand my concerns and that we can work together to find a satisfactory solution. I look forward to hearing back from you soon.
  Sincerely,

  ****

  

  Business response

  05/17/2023

  Dear customer,

  I do want to clarify that the table was not filled with anything, this is just the way the table comes from the manufacturer and as stated priorly, the table is not damaged and it is up to manufacturer standards. At this point there are no issues with the table that would make it be approved for a replacement.

  Respectfully,

  ******* P

  Customer response

  05/27/2023

  It is disheartening to discover that the table I received does not meet the same level of quality that I paid for. It is evident to anyone that the disparity between the two tables is significant. It is bewildering to contemplate how a broken table could possibly adhere to manufacturing standards. The multitude of cracks that mar the table's appearance not only strip it of its uniqueness but also diminish its quality, effectively transforming it into a different product.This ***** contrast is in direct contradiction to the standard upheld by your store.The table I received fails to meet the expectations set by your establishment and certainly falls short of the standards I had anticipated.
  It is only fair that a table of such poor quality be displayed and sold as a product in its current state within your store. Customers would have the opportunity to make an informed decision regarding their purchase. Shipping out a table like this to unsuspecting customers, who have not had the chance to inspect it beforehand, opens the door to rightful complaints and dissatisfaction. If you continue to refuse my request for an exchange or refund, I will be left with no choice but to exercise my rights and pursue legal action.I will rely on the judgment of others and make it known how your business operates. Particularly noteworthy will be the practice of enforcing a "no return, no exchange" policy, as it assumes that the quality of your products aligns with customer expectations. You have failed to deliver a product of the same caliber as presented in your store. It leaves me feeling as though your business engages in deceptive practices, misleading unsuspecting customers. It is essential to recognize that your manufacturing standards cannot substitute for the standards held by customers. I urge you to reconsider your position and take prompt action to resolve this matter.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid the 5 year warranty , now that I am attempting to use it because the couch is unravelling and basically completely torn to shred. I am unable to use the warranty because I do not get a response from any one. The sectional had the ****** ********* tag on it, but it completely sank and looked awful not even a month after we purchased. I've tried other ****** products and they have lasted me well over 5 years.I DO NOT SPEAK SPANISH PLEASE CALL MY DAUGHTER IF POSSIBLE. **********

  

  Business response

  04/26/2023

  Hi ******,

  I am sorry you are having issues with your furniture. I do want to tell you that manufacturer warranty for your set is one year for manufacturing issues. As you mentioned, you do in fact have purchased the Guardian Protection Plan, however, this plan is to cover accidental damages for 5 years and not manufacture issues. If you need to start a claim for an accidental damage with to Guardian, the best and easiest way to do so is through their online portal, www.gppclaims.com. They will require you enter your information and probably your plan number, I've attached your plan information for your reference. 

  I hope this helps,

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

*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. ↩