ComplaintsforMor Furniture For Less

• Initial Complaint

  06/24/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We got a sweetheart full size bed with box frame from Mor Furniture in November 2020 with 4 years of safe protection plan. We were having few issues with the bed but not very prominent so we didnt file a claim under the protection plan, but on June 09th few of the slates got broken from the box frame and from the headboard one of the ************************* came out and these two damages happened on June 9th and I filed a claim on June 11 with the protection plan to process my claim. At the same time I combined the previous issues- listed below-1) legs of the bed are not straight, got bended with the big holes on the bed frame.2) black cloth from headboard got ripped off 3) sides of the frames are not fixed got loosened to fix the frame 4) scratches and dents all over the bed.But they declined my claim and confirmed over the phone that they wont be able to process as I combined all issues all together. But when I asked them to remove the previous issues and just process claims with my two current damages, they declined that.I reached out to MOR customer support and shared all the pictures and everything with them but they are also saying they cant do anything!I am spending too much time and energy to talk to them requesting them to replace the bed with frame as thats broken slat and loosen bed frame are not safe my daughter to sleep on. They are not at all ready to replace any of the things after my so many request. We bought protection plan to protect my furniture but they are not supporting in any way. We still have have protection plan coverage but they are saying we need to buy new box with new headboard from the store. I am requesting you to please look into this request and please justify the case! Its not safe to sleep the bed for my 12 years old daughter. I have spent money on the bed, frame, box and protection plan. Request to please look into this and let me know if you have any further questions. Thank you so much! We would appreciate your support.

  

  Business response

  07/05/2024

  Case:  21895124
  
  Customer Name: *********************
  Customer#: **********
  
  We appreciate the Ahuja family 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 reviewed the claims submitted to Furniture Care Protection regarding the bedframe. We show the claim was approved for reselection for a different bed frame of their choice. The family is aware of their approval, and they have a date for the delivery of the new bed frame and the pickup of the damaged bed frame.
  
  After reviewing the notes regarding the box springs,we reviewed the photos submitted to our *********************** from the family.We noticed damage underneath the box spring and fabric hanging off. Unfortunately,damage like this will void the manufacturers warranty on the box spring because it would be considered accidental damage and not a defect. They were informed by Furniture Care Protection that they could not cover the box spring.
  
  We would like to extend an apology to the Ahuja 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.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

  Customer response

  07/16/2024

  
  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

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in a claim for my furniture which we were told by the sales person would be covered. The warranty department denied my claim and told us it wasnt covered. I want my money back for the warranty since they are not holding up there end. And I want my furniture replaced. My chair backings, arm rests and seat area is breaking down.

  

  Business response

  06/13/2024

  Case:  21781403
  
  Customer Name: *******************
  Customer#: **********
  
  We appreciate Ms. ***** 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 reviewed the claim submitted to Furniture Care Protection regarding the sinking in the cores. Core compression is often associated with normal use and due to this along with a delay in reporting the issue right away with their protection plan, Furniture Care Protection denied the claim. ************** was informed and provided paperwork at the time of purchase on what is covered by their protection plan. Furniture Care Protection is a separate company with its own policies and procedures for claims; Mor Furniture is unable to override their denial.
  
  We submitted all photos and information regarding the claim to the manufacturer of the sofa and recliner Cheers. We are currently waiting for the results of their internal review to advise on any further options. Once we have their results, we will let Ms.***** know the outcome.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

• Initial Complaint

  05/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a purchase at the store on Saturday April 27th, 2024. They informed me that once the furniture is delivered, I will have 72hours to inform them of anything wrong with the items. They delivered my furniture on Thursday May 2nd, 2024. There was damage on both items purchased. I tried to call and text all weekend. No response no return call nothing. On Monday the 6th they finally called me back. At this time said they could not help me because the 72hour window had passed. I provided the proof that I had been trying but they were not available. I was finally able to set an appointment for them to exchange the product. I specifically told them the items were too new, so they needed to be replaced and I did not need or want a repair with a store credit. The person agreed and set an appointment for May 10th, 2024, to exchange said damaged items. When they came on May 10th, 2024, they did not exchange said items but said they repaired the item (this is not what was agreed upon). Maybe one hour later I received an email falsely claiming they delivered my items.

  

  Business response

  05/20/2024

  Case: ********
  
  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.
  
  *********** reached out to Mor Furniture within 72 hours to advise of the dent on the Dining Table and the discoloration to the fabric on Armless Love. An exchange was set up for the Dining table and for the Armless Love. Our delivery team did go out to the customers home on 05/10 with touch up paint as well as a new Dining Table and the delivery team was advised at the time of delivery to touch up the spot by the gentleman that was at home. The customer returned home and did the inspection; and stated they did not want the new item touched up but a new Table.

  Per the customer request we set up an exchange and this is set for a delivery on 05/15. The armless love is on a transfer schedule from our Seattle warehouse to our Portland warehouse and the customer will be notified once the item is available for delivery.
  
  We would like to extend an apology to ************ for the experience they have 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

  05/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 4th 2024 i was charged a premium svc charge of ****** that was not mentioned to me by mor furniture on ********************************************************* *****. I was told it was free delivery. i called to resolve this issue he told me it was for assembly and delivery fee. this is a lie no assembly was required. the electronic receipt i received after delivery says 0 dlls for delivery which i will upload along with the original receipt i signed in person. thw manager at mor also told me it was unfortunate that i signed without reading his name is ***** the supposed manager at this mor store please help me get my ****** back this is a scam!!

  

  Business response

  05/13/2024

  Case: 21689632
  
  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.
  
  We reviewed the attached information and the promotions available to **************** at the time of purchase. Per our promotion during that time, he had the option to have 21% off his entire order or get free delivery and no tax. The offers presented could not be combined. Since the 21% off the order was a better savings offer than the free delivery/no-tax promotion, he went with the 21% discount.
  
  In the invoice provided by ****************, the 21% discount is in the summary, and the service fee, which will include delivery, covers any assembly needed/required and provides 1-year in-home service for any warranty issue. Mr. ******* initials on the invoice also show he was aware of the charges. The delivery receipt provided after the delivery is complete does not normally display the service fee charge as the purpose of the receipt is to show the number of items delivered.
  
  We would like to extend an apology to **************** 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.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team

   

  Customer response

  05/13/2024

  The 21% discount was a merchandise discount weekend  only sale as your sales person put it not a service discount.  Its not my first purchase with Mor I should have more than ****** dlls worth of purchases.  Never been taken for ****** before it was never mentioned thats my issue it was just added to my total.  If it had been mentioned i would have paid it anyways as those were the sofa my wife wanted. From now on I will just send her elsewhere I will not do business with *** in the future. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/13/24 my boyfriend and I purchased several items from the national city showroom. Our estimated delivery date was for 4/17. We paid up front in full for these items. We picked these items specifically because the delivery date was sooner than other items.The delivery date comes and immediately the drivers inform us that pieces are missing from the bed. Annoying, but whatever. Accidents happen. They reschedule delivery for the 19th. We ask my boyfriends brother to take time off work to wait at our house for this. The day comes, and we are again informed that pieces are missing. Now were frustrated. We both work 50 hours a week and rescheduling delivery constantly is next to impossible. We call and ask again and the soonest they can re deliver is the 24th. The 24th comes and now the pieces they have are actually the wrong size. We still do not have a complete bed. Every time they call they just tell us they can re deliver later. They cannot alter the truck routes. Deliveries are planned way in advance. Excuse after excuse. Obviously whatever delivery system you have doesnt work. I need to be compensated for the time, money, and sleep that I have lost due to 100% vendor error.

  

  Business response

  05/13/2024

  Case: 21626600
  
  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.
  
  ************************** requested to be compensated for the deliveries that were not completed due to the product received from the vendor was incorrect. Once the final delivery was completed,we reached out to ************************** and offered them either a $200 dollars in store credit or refund $100 dollars and ************************** has denied both offers.
  
  Mor Furniture is offering to refund the full amount of the delivery fee of $179.99 due to the inconveniences if ************************** finds this to be a satisfactory third option.
  
  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

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a very expensive sofa with electronic recliners in December of 2022. This is my third time purchasing couches from them. Not even a year later the recliners are breaking down. One is destroyed and they are not excessively used. I made a claim with the extended warranty company as I purchased the extra coverage. After emailing the pictures and information a tech came out in January, said yep its broken. Ill order parts. Then in February her "supervisor" comes out. Had no idea about my issue, asks me if I have the parts for the repair and then says he will have to order the parts as she didnt do her job correctly. He wouldnt even look at the other ends recliner which is now having the same issue stating id have to wait till the first one is fixed to worry about the other. Now its the end of April. I have sent multiple emails to them and finally was told another ***** weeks just to get parts and then call me to schedule. Seriously? The couch has been broken for over 6 months at 12 months old and Im facing a repeat performance to get the other recliner fixed! Mors third party warranty company is truly the worst and no one seems to care. *** made numerous requests for updates and have reached out to Mor who just keep redirecting me to the third party warranty company. When is *** responsible for replacing my couch? Im this close to taking them to small claims court. The hassle and upset has cost me more than the couch. Who does business like this?

  

  Business response

  05/28/2024

  Case:21617233
  
  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.
  
  ***************** purchased the Furniture Care Protection program, offered by Safeguard, at the time of purchase in 2022. She placed a claim for the reclining mechanism. Furniture Care Protection authorized a parts order and advised ***************** parts order can take up to 16 weeks. ***************** did not accept the estimated timeframe for the parts to arrive in Late May.
  
  Safeguard has since authorized store credit for reselection or to keep the item as is for $200 monetary resolution. These options were provided to her on April 30th by Safeguard. They are now waiting on Mrs.Turners decision.
  
  We suggest ***************** contact Safeguard at ************** to move forward with the resolution.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• 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
  **************

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