ComplaintsforMor Furniture For Less

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov. 26th 2023 I purchased a couch from Mor furniture *******************************************. 89502.When the couch was delivered in Dec. only half the legs came with the couch. I have been back to the store on three different times, and on the phone with the Wearhouse no less then three times. Every time I was told that the legs have been shipped, and should be arriving in a couple days. It has been more then 3 months and still on legs. I'm tired of these people lying to me. I believe they should return my money.

  

  Business response

  03/29/2024

  Case:21478379
  
  Customer Name: ***********************
  Customer Code: **********
  
  We appreciate ****************** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  ****************** spoke with us around the time of delivery regarding the missing legs. We worked with our **************** team, warehouse, and the manufacturer of the sectional to locate and later order the missing legs so we could install them for ******************. Unfortunately, this took longer than anticipated. We apologize for the delays in getting back to ******************.
  
  After reviewing the account and invoice, we discovered a package was on the account. This package was marked as delivered to our warehouse in ******, **. We brought this to the attention of our warehouse team. They verified that the package in question had the requested legs from the vendor. We created a service to install the legs and scheduled it for Saturday, March 30th.We contacted ****************** and informed him about the service.
  
  We would like to extend an apology to the ******* Family for the experience they had. Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch with warranty. It has broken 3 times and at first I was told ***** weeks for parts to be delivered. Now they dont have the products, so they cant fix my couch. I was told that they will replace my couch and that would close out my warranty. That was upsetting to here as I paid over $3k and paid for warranty and have had a multiple issues with this item. I am not being given the option to refund or pick a new item. Im being told I have to pay for warranty and delivery. I was told that they will honor my warranty but I have to pay for delivery. Earlier in the week I was told delivery is free. I dont think I should have to pay for warranty and delivery as I have already paid for this and the item is defective.

  

  Business response

  03/29/2024

  Case: 21433818
  
  Customer Name: ***************************
  Customer#: **********
  
  ************** reported warranty concerns with her purchases in Late February 2024 as a result of a repair on the product by Mor Furniture in December 2022 under warranty. This was the only service repair completed by Mor Furniture in our records.
  
  This claim was not eligible for a refund as her purchase was delivered in May 2022.Our customer service department referred *************** to her Furniture Care Protection Plan, as she was now outside her manufacturers warranty period of 1 year.
  
  All claims are approved at the sole discretion of Furniture Care Protection for either parts order, replacement, or reselection and are valid for 30 days.
  
  **************** claim was authorized for a parts order for repairs.  *************** provided her opinion that the parts order would not fix the problem and would take too long. Mor Furniture worked with Furniture Care Protection to authorize an exchange of the product.
  
  ************** also provided her feedback that she was unhappy that she would no longer have Furniture Care Protection Coverage on the replacement product. Mor Furniture worked with Furniture Care Protection to extend the original coverage from the date of purchase for the replacement product, as a one-time offer on this claim only, although the Furniture Care Protection contract states replacements items will not be covered under this agreement.  
  
  While Furniture Care Protection will cover 100% of the product replacement cost at $2395.00 they do not cover any transportation charges. Mor Furniture offers a discounted rate of $59.99 for this type of exchange delivery. *** has waived the delivery fee for ***************.
  
  At this time the replacement items have been delivered on March 22nd,2024. If *************** has any further questions or concerns, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  Complaint Resolution Team
  

  Customer response

  03/29/2024

  
  Better Business Bureau:
  
  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

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my furniture I purchased insurance as well and it took 6 months to recieve this furniture at my home I noticed it was very uncomfortable and defective but due to a family crisis I was unable to contact the store regarding these defects and now it is falling apart so I submitted a claim but they do not want to honor my claim they are trying to force me to have it repaired when I am requesting to exchange it for a different brand and they won't let me until this one company with only one employee handling inspections comes to my home to inspect it and now this appointment has been canceled 2 times and they want to force me to accept the date and time that works for this person not a date and time that works for me because I too have to go to work so I am having to wait and wait and wait this is very unfair and fraudulent I am being denied the use of this insurance so they can deny me a service I paid for when I purchased this property coverage and they never said anything about repairs before replacing they are crooks and lairs

  

  Business response

  03/13/2024

  Case:21371604
  
  Customer Name: *****************************
  Customer Code: *********
  
  We appreciate ***************** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  The item in question was initially delivered on January 5th,2022. ***************** was informed that all issues related to manufacturing defects are to be reported within 1 year of delivery for us to assist. We were unaware of any manufacturing issues ***************** had with the item until the claim was filed on February 9th, 2024.
  
  We show that this claim was filed with Mrs. ******* Furniture Care Protection plan since the item was outside its 1-year Mor Furniture warranty. ***************** was informed at the time they placed the claim that Furniture Care Protection does not cover manufacturing issues, but they can assist with her claim that one of the recliners was bowing underneath. The photos provided for a claim do not show any visible issues. ***************** was notified that a technician visit would be required to help identify and validate the issue. A representative also followed up with ***************** for any photos showing the bowing being reported to see if it was visible underneath,but ***************** declined to send the requested photos.
  
  After a call with *****************, we were notified that she had agreed to an appointment with the technician. Once Furniture Care Protection receives the technician report, they will advise her on the resolutions. **************** was informed that Mor Furniture and Furniture Care Protection are two separate entities with different policies and procedures for their claims.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2022, I purchased the ******* Sectional with Safeguard Protection Plan valuing at $3860. The items had to be specially yet delayed due to manufacturer limited on material per Mor Furniture sales manager. This delay led to me receiving my furniture March 2023. January 2024, the zipper on the large chaise has come apart front the fabric and zipper is no longer functional. I filed a claim with the protection plan and was told zippers are not covered. The plan lists that mechanisms are and a zipper is a mechanism used to make the item functional. The plan does not list a zipper as not included. Then I was told by the furniture protection plan, the item is less than a year old I should have placed the claim through the warranty department. I called the warranty department, they looked up the claim placed and repeated what the furniture protection plan stated. The warranty department then told me theyd reach out to the manufacturer to see if theyll cover the item but I may have to pay out of pocket. How is it that I paid almost $4000 and manufacturer defects are not covered? I was told by MOR Furniture management and sales reps that the manufacturer had a material shortage and I was delayed my product. This is clearly a short changed material defect resulting from the manufacturer.

  

  Business response

  02/28/2024

  Case:21322541
  
  Customer Name: ***************************
  Customer Code: **********
  
  We appreciate *************** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We show that following discussions with the two representatives who spoke with *************** on February 20th, they reached out to the manufacturer ******************************* Designs to seek clarification and a resolution to the issue with the casing. The manufacturer approved the part order for the chaise cushion casing as the issue falls under their warranty policy. The part order was placed, and *************** was notified.
  
  We would like to extend an apology to the ***** family for the experience they had. Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my profound concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, leading to significant financial and emotional distress.As outlined in 15 USC **** Section 602, I assert my right to financial privacy, expecting the confidential treatment of my information.Moreover, 15 USC **** Section 604(a)(2) underscores that a consumer reporting agency cannot furnish account information without my written instructions, which have not been provided.I have identified discrepancies on my credit report originating from TDRCS/MOR FURNITURE FO, adversely impacting my financial well-being. I urgently request the rectification of these inaccuracies.Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.For your reference, my account details are as follows:Account Number: **************** I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution.Thank you for your immediate attention to this matter.Sincerely,***********************

  

  Business response

  02/08/2024

  Hello ******************,
  
  Mor Furniture has received your complaint resolution request from the Better Business Bureau regarding a complaint that your credit was ran through different credit companies without your knowledge. I would like to extend an apology to you for the experience you had.
  Certainly, we will utilize your feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  We have been unable to locate a purchase with the information provided to the Better Business Bureau regarding your case. In order to resolve your complaint, we will need the following information.
  Name on the purchase.
  Phone number on the purchase.
  Invoice number to the purchase.
  
  Thank you for your time. We look forward to hearing from you.
  Best Regards,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have tried contacting the business multiple times. We purchased a warranty that is still valid. They keep cancelling or not calling back and seems they are trying to run out the time left on our warranty. We just want our issues repaired and they have not made any attempt to contact us back and have missed one appointment for repairs claiming our warranty was not valid. We found our paperwork and called back 3 times since with no callbacks.

  

  Business response

  02/16/2024

  Case: 21246172 
  
  Customer Name: *******************************
  Customer#: **********
  
  We appreciate ********************** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  ********************** purchased her furniture back on 03/10/2020 and purchased the extended warranty through Furniture Care. ********************** reached out to Furniture Care on 10/10/2023 to report damage to their Sofia **** and provided photos and details regarding the damage to the product. Furniture Care is a separate entity from Mor Furniture.Due to accumulations of damages to the product they denied the claim.
  
  Mor Furniture is willing to send a technician out to ********************** to evaluate the noise that was reported to Furniture Care.
  
  Mor Furniture has reached out to ********************* to schedule a service technician to evaluate and inspect the recliner in question.
  
  Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  Sincerely,
  
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a TV stand from Mor furniture in mid 2023, it was damaged upon delivery. They sent out two replacements and they were both damaged and never made it off the truck. so I still have the original damaged item in my living room. They never reached out to collect the item and so I went into the store to get a replacement. It turns out the item is discontinued and because Ive been in possession all this time. They refused to offer me a reselection of the items. I spent over 20k at this store in less than a year and continue to buy from them. The item is an excellent condition besides the original damage. I reordered a new item hoping theyd take the damaged one back. But Im stuck with the damaged TV console.

  

  Business response

  02/28/2024

  Case: 21251529
  
  Customer Name: *********************************
  Customer#: **********
  
  We appreciate ******************* for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  After researching Mrs. ******** complaint, we have authorized a store credit to reselect a different collection in place of the ********** cabinet and matching end tables she received in a damaged condition.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

  Customer response

  03/05/2024

  
  Better Business Bureau:
  
  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

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a bran new recliner sofa with warranty. Less then 2 yrs after it quit working one side. Special IT guy came to assess. Said bad switch yet I didnt see any further inspection. Never emailed or called me back I had to call them. Many times. Got the run around. Then told different things. Then told part is ordered and can take 3-4 months then told 4-5 months then almost 6 months and part finally comes. No one email or contact me I had to call them again to get someone to come fix. *** comes and still sofa not work guy says its the motor yet IT guy should have ordered whole thing from get go and I see on Amazon its roughly 100 dollars. So why am I waiting 6 months for a part then its not the problem?!?!?!?!! Now guy say wait a week for them to contact me yet they have never ever contacted me I have had to. Try calling Mor furniture no one answered I was on line for hours waiting too! This is horrible business I am out my money given the run around never contacted appropriately made to wait for a half a year and still NOTHING! I need someone to please help Me! I dont deserve this poor behavior or a lemon for a sofa! I deserve at least a refund or a new sofa of my choice.

  

  Business response

  02/15/2024

  Case: 21240077
  
  Customer Name: *****************************
  
  We appreciate ****************** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  ****************** purchased their furniture and received their furniture on 12/10/20. A claim was filed with Furniture Care On 08/14/23. A technician was sent out to inspect the product and advised ****************** that a part order has been placed. ****************** received the part order and the technician advised that the wrong part order was received a new part order was placed. We reached out to Furniture Care on 02/07/23 and requested an exchange.
  
  Furniture Care approved the exchange and ****************** has been contacted and advised that an exchange has been set up with a courtesy delivery.
  
  Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  Sincerely,
  

  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October 1, 2020 we purchased a sofa with electric recliners on both sides from Mor Furniture, ***********, **. They also sold ** insurance for an extended warranty called ********************** November, 2023 the electric recliner on the left side quit working. We went to Mor Furniture and talked with ********************* about our problem. He advised us that we had to deal with the insurance company. We advised Mor Furniture that they were in the loop because they sold us the plan in the first place. They put us in touch with the insurance company and they issued a claim ID #*******. We were advised to send the a picture of the chair, which we did. They said they would send a repair person in 5 to 10 days. He finally showed up on Dec 19. He said he would order the part. We were then advised it would take 12 to ****************************************************** ********. We contacted the factory directly to see if we could get the part sooner. They also asked for a picture which we sent, but we never heard from the again.We again went to Mor Furniture and indicated this was unacceptable. We called the corporate office in *********, ** and they also said we had to deal with the insurance company.Mor Furniture was the representative for the insurance company, but they wont talk with us about the problem.One of the salespeople at the store during one of our visits said why dont they just replace the unit? That is also our question. Replacing this defective sofa would solve the problem. Also, I would request a refund of the fee I paid for this useless insurance plan.

  

  Business response

  02/15/2024

  February 15th, 2024
  
  ********************************
  Your Better Business Bureau
  Conciliation & Engagement Department
  Case: 21141129
  
  Customer Name: *************************************
  
  We appreciate *********************** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We show that this claim was filed with the Bartlesons Furniture Care Protection plan since the item was outside its 1-year Mor Furniture warranty. At the time of service with their technician, a part order was placed for the sofa after the issue was deemed to be repairable. All resolutions regarding their claim are at the discretion of their protection plan. 
  
  We worked with our Warehouse Teams and with the help of our staff at our *************** Warehouse, we were able to locate the part required for their service. *********************** and her family were notified the part will be sent to them. Shortly after, we received the letter from the Attorney General outlining similar issues but noted the need for a second part. We reached out to our Warehouse Teams again where we were able to locate another part in our ******************* located in *********, **. The second part was also sent directly to the ********* family. 
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************
  
  

  Customer response

  03/05/2024

  
  Better Business Bureau:
  
  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

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Agreement date: 5/10/2023 Account number: ********* I am ***** daughter helping her find a resolution. She is not a fluent English speaker. She is not knowledgeable on computers nor E-documents. **** purchased couches at the price of 3,200$ on credit, with no interest rate. She Continuously paid her payments on time every two weeks.She asked me if I could sign on to her account online to check the progress of her account when I noticed her balance was over 6,500$.I called to see what the charges were about, I was told that there is no interest rate but a finance charge of ***** that was on her contract. I asked for an email of the contract that she had never seen or signed. With a total sale price of ********* On Yelp reviews online it is happening to absolutely everyone. This is predatory lending.

  

  Business response

  02/01/2024

  Case: 21205377
  Customer Name: *************************
  
  We appreciate ******************** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  ******************** did sign an electronic contract with American First Finance. The attached contract that has been provided in the complaint, shows how much the furniture is financed for including the percentage rate and the number of payments with the total sale price. The contract shows 47 payments at $205.13 with the final payment made on 05/16/2025 and if all 47 payments are made will total $10,202.15.
  
  The contract does also state if ******************* pays the full amount owed within 101 days of the finance charge start date, that ******************** will not be charged more than the early payoff discount in addition to the current principal.
  
  Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

*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. ↩