Complaints

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:04/04/2025

  Type:Sales and Advertising 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.

  My complaint is I asked for the same bed that the documents showed that I had bought from them. Not a California king. Not with all them extra features and all the extra guarantees and warrantees. I want them to get their bed off my property as soon as possible. The bed was under guarantee. My records indicate that the bed was under warrantee. I want as close as I can to get my credit back on track. We want the same mattress to fit the frame. We've never missed a payment since we've started Synchrony.

  

  Business Response

  Date: 04/04/2025

  Thank you for reaching out and voicing your concerns. Upon reviewing the details of the order, I can confirm that all items were delivered as specified. The customer visited the store and made a purchase of one Twin XL mattress. The customer signed the purchase agreement (documents attached) and did not express any concerns during the follow-up on November 27th.

  Documents enclosed. 

  ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  Wed Nov 27, 2024 10:42 AM CST
  Final F/u: The delivery went well, The contractors were professional and answered all questions, The customer did inspect the ******************** and reported no issues or damages
  Pre-call 30 minutes

• Initial Complaint

  Date:03/20/2025

  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.

  I went to Mega Furniture on *********** on 02/16/25 to purchase a washer and dryer and a couch and loveseat and they were supposed to be delivered by 02/21/25 . 02/21/25 passed with no phone call about a delay, and when I tried calling Mega Furniture , several times, I was never able to get through. Either the line was busy or it would just ring and a voicemail hadnt been set up so I could not leave a message. At this point I called Koalafi, the company that they financed me through and spoke with a representative that told me that a case manager would contact me within 5 days. A few days later when I finally heard from **** with Koalafi he stated that they had no problem releasing me from any obligation to the contract but Mega Furniture merchant depart. would have to call them. So again I tried calling Mega Furniture and couldnt get through. When I finally did, 2 weeks after the furniture was supposed to be delivered, they finally answered and I told the lady that I needed to speak to the manager and that someone needed to call Koalafi from the ******************* and the lady I spoke with stated that the furniture was already on the truck and if they had to take it off they were gonna charge me a restocking fee. Well the contract states that they will contact you 2 days prior and the day of delivery and I hadnt received a call or email. She proceeded to tell me they were closing and that the manger would call me tomorrow. A couple of days go by and I call again and told them I wanted out of the contract, I had read reviews on both Mega Furniture and Koalafi and too many people with the same type of stories !!!! I called Koalafi again and they are still waiting to hear from the merchant. I spoke to the lady at Megafurniture 4 to 5 times each time being told the manager was out . To top it off they charged my bank account on 03/04/25 $263.80 and I have no furniture, nor a phone call! I want my refund I requested and out of the contract!! Horrible EXPERIENCE

  

  Business Response

  Date: 03/20/2025

  Hello, 

  We would like to inform you that the refund has been successfully processed for the customer, and the invoice is now considered closed on our end. Thank you for your attention to this matter.

  Customer Answer

  Date: 03/25/2025

  Complaint: 

  It states that the merchant refunded the money they took but I would like to know how long it takes to reflect in my bank because I called my bank and they dont have anything refunded/ deposited. Thank you
  Regards,
  
  ****** ********

  

  Business Response

  Date: 03/25/2025

  The customer purchased by ******* finance, the contract has been cancelled and they will be issuing credit back to the customer 

• Initial Complaint

  Date:09/16/2024

  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.

  Fraud charges to account, ********************** oversold the table I was to purchase they did not have item in stock, I did not receive item and was told it would be on back order 6months or more since, they didnt have my merchandise I told them to cancel my order. I had synchronously cancel charges and they did, however in 8/28/24 Mega Furniture reapplied charges that I did not approve nor do I have.

  

  Business Response

  Date: 09/23/2024

  We issued the customer a refund to her account ending in x0976. Further investigation revealed that the customer never received the merchandise from the location of purchase.

• Initial Complaint

  Date:06/18/2024

  Type:Sales and Advertising 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 4/11/2024, I went to this store for a bedroom suite, changed our minds and went back next day 4/12 to tell manager and he said no problem. We knew him. He doesnt work there anymore. Once I recieved the bill I called store to talk to the mgr and he was no longer employed there, the lady stated. She said I HAD TO take the furniture and there would be a restocking fee of $8,500!!! And had not received any furniture and still have not. They delivered a couch and sofa and massage chair and they tried to give us the bedroom and we said, we do not want it. They left with it in tow! This is ludicrous! Im beyond disappointed! Please help, us get our refund of $12,000 and not be charged this atrocious unrealistic restock fee of $8,500 -Help - See atchd I APPRECIATE YOUR HELP, *******************************

  

  Business Response

  Date: 06/18/2024

  Good afternoon, to better assist the customer we will need their order number to proceed with their claim along with name and phone number on the account 

• Initial Complaint

  Date:02/27/2024

  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.

  I bought this furniture not even 8 months ago I have had to send the first couch back because the legs were waddling. They sent a second couch at back out 2 months later it was also wobbly an after sitting on it for 2 months. It collapsed the frames broke and all 3 legs. I have reached out to the company several times they said it was a manufacturing issue. And they will take care of it. Now, they are saying that the Manu factor came back and said the furniture must have been drugged or dragged around somewhere I don't know how you can drag some furniture around like that. In this short period of time and I'll believe that I am a 168 pounds. I have a twelve-year-old that is 200 pounds. We rarely even set on the couch. I can count on one hand how many times They show us some bad quality furniture and do not want to be accountable

  

  Business Response

  Date: 02/27/2024

  In September, we successfully redelivered the customer's couch in perfect condition without any damages/issues.

  Regrettably, the customer has recently reported damages to the couch. After conducting a comprehensive review and analysis of the matter at hand, it has been determined that the current damage in question does not qualify for coverage as per the manufacturer's guidelines and policies. Their official statement confirms that this particular type of damage is not eligible for coverage. 
  

  
  

  Customer Answer

  Date: 02/27/2024

  Complaint: 21350133
  
  I am rejecting this response because: It is impossible for anyone's couch to fall. Apart this way, there is nothing we could have done to make this happen, we rarely even set on the sofa. If you look at the other furniture, it's fine, no problems at all it's just that 1 sofa the same sofa they say they redelivered. There has to be a problem with the manufacturer or whoever is building that sofa and it needs to be replaced. I did not even ask for a refund only a replacement.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 03/04/2024

  We have made every effort to provide the necessary assistance to the customer in . However, the issue they have reported arose subsequent to the exchange of their sofa. While we are uncertain of the precise manner in which the customer is utilizing their ********************, our review indicates that the matter at hand is a result of regular wear and tear. This conclusion was reached after consulting with the manufacturer and thoroughly examining the facts surrounding the issue.

  Customer Answer

  Date: 03/04/2024

  Complaint: 21350133
  
  I am rejecting this response because: This is impossible to be normal. Wear and tear in this short amount of time. I have own furniture for years. And never had legs break off. 3 out of 4 legs on the couch have broken off out of the frame. The frame of the couch is the issue, so this comes from the manufacturer.

  Mega furniture have not tried to resolve anything with me. I reached out months ago and they never responded about the couch legs only saying it's a manufacture issue.

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/15/2024

  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.

  I purchased living furniture together with bedding and dining room furniture on 03/08/203 from the *********** ** store. I Paid $1,853.10 for only the living room furniture and also bought extended warranty of $800 for the entire purchase. I noticed one section of my living room sofa was sinking. The spring is coming out and the wood seems to be broken or coming off. I contacted the store and was given the number for the extended warranty - Montage to submit a claim. Montage denied the Claim # AS1860326-23A stating that the damage is not covered. I contacted the store again and I was directed to the warehouse since I am under year warranty. ******* asked me to send pictures and after which they sent a denied claim without even sending a technician to check the extent of damage. I called back and provided additional pictures of the damage and I still got denied and referred me to contact the extended warranty who already stated that frame damage is not covered.

  

  Business Response

  Date: 01/29/2024

  The customer has received service and will be getting their items dropped off 1/30/2024

  Customer Answer

  Date: 02/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/27/2023

  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 have purchased sofa set, dining table, matching server and a console on July 3, 2023. It took about a month to receive. When we received the furniture, the dining table, server and console were damaged. Called the store and they directed me to call the warehouse. Called and sent pictures and said someone will call me. No phone call. Went to store spoke to *************************** and sent him pictures again. After another month to receive replacement. The server was damaged again. It was taken back. After 2 months I texted ***** and called the warehouse several times. As of today, no phone call or text from anyone. I have been paying for damaged furniture for 5 months. This is bull s***

  

  Business Response

  Date: 12/20/2023

  It has come to our attention that a exchange of goods was made with a valued customer. It is our understanding that the customer has received the exchanged items and is currently in communication with our store due to further damages. We appreciate the customer's trust in our services and remain committed to providing excellent customer service.

• Initial Complaint

  Date:10/26/2023

  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.

  We purchased a couch on 31 May 2021 and the 3-year warranty. Within 6 months an electrical component stopped functioning so we filed a claim with the company and the warranty provider. They have sent technicians 3 times, each time bringing the wrong replacement part. When contacting their warehouse, we are never able to speak with the person who is in charge of warranty issues. This problem has been going on for over 2 years and they are refusing to fix the problem or replace the malfunctioning section/couch.

  

  Business Response

  Date: 11/07/2023

  On May 31st, 2021, Mr. *********************** made a purchase from Mega Furniture. Our records indicate that ****************** did not initiated a claim under our manufacturer warranty, which is valid for one year. It is worth noting that ****************** has purchased an extended warranty that covers his items for accidental damage for a period of five years. In the event that ****************** needs to file a claim beyond the manufacturer's one-year warranty, he must contact GBS, the provider of the extended warranty directly.
  
  It is important to note that Mega Furniture does not control the speed at which GBS will assist customers with their claims. However, we can certainly send an email to GBS and provide them with the relevant information to expedite the process of assisting *******************
  
  We remain committed to ensuring that our customers receive the highest level of service and support.

• Initial Complaint

  Date:09/11/2023

  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 purchased a sectional for $1000 on August 7, 2023. I was informed that the sectional would be delivered and that I could not take the furniture home with me from the store. I paid for the delivery fee. Once I received the sectional it was very stained, and used, the cushions were flat, heavily soiled stains. I asked the delivery driver to take it back and he said he couldnt. I called the store and they redirected me to their customer service line. A rep told me she would send me another sectional couch. I received a piece of second sectional two weeks later. The item was also in worse condition than the original one. I told the driver I did not want it so he took it back but stated he could t take the original one back. I told him what was I do to with a sofa with missing pieces and a damaged one. He directed me to the customer service line. I asked for manager and was denied. The lady refused to return my money. I told her why did I have to pay for an item that was not received as this is not the same item I viewed in store and agreed to purchase. She stated she would send a new one. I never received it and have called left messages daily. No one calls me back. There are others that have also had similar experiences posted reviews on ******* This place is a scam and needs to be shut down. This is fraud. I want my money back.

  

  Business Response

  Date: 09/22/2023

  **************** was delivered 8/11/2023 and was unsatisfied with the condition of the product. We have ordered the new pieces from the manufacture and they were backordered. We have received an update stating we should be receiving the new pieces early next week customer should receive her new delivery by September 27th, 2023. If customer is not interested on the same sectional we can offer a reselection at no extra cost. 

  Customer Answer

  Date: 09/25/2023

  Complaint: 20584308
  
  I am rejecting this response because: I have given the company three times to make this right. Each time the furniture has arrived in missing parts/pieces and damaged. I have also never tricked any communication in regards to my complaints. I only received this message due to a this complaint I filed. I do not want to continue this pattern of getting damaged furniture that is not inspected prior to being delivered to me. I would like my money refunded and to return the damaged couch I have. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 09/26/2023

  Customer has rejected the offer we did of delivering new pre inspected items or reselecting on the merchandise at no extra cost. We have received the new items from the manufacture and are ready to get it delivered.

  We have a 40% restocking fee for any cancellations. 

  Customer Answer

  Date: 09/26/2023

  Complaint: 20584308
  
  I am rejecting this response because: I want a refund. I do not want your merchandise. As the merchandise was not inspected prior and the lack of communication with your business has not been pleasant, hence the fact it only took me reporting your business to the BBB to get a response. I have been requesting a refund for a while now and continued to be told a manager would reach out which you never did.  I want my money back so I can take my business elsewhere and not have to deal with your business any further. I am not paying a restocking fee as this is unfair to me, did you ever deduct any delivery fees I paid to get my merchandise that was delivered not as represented in store? Was any fees waived no they werent. So do not dare say youre going to charge me anything for services not rendered. This is my final request, refund my money as the items sold and received from your business were not  received as presented in your store. For once, accountability needs to be taken and chalk it up to provide the best customer service you can as of now and that is to end this matter amicably between your customer and you as the business to refund me my monies paid for services that were not rendered as intended. No where in your contract does it state your company is not responsible for sending damaged goods. Again, refund me my money and lets make arrangements to come get this couch picked up that I do not want.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/04/2024

  Customer received their final exchange october 17, 2023

  Ticket has been closed

• Initial Complaint

  Date:08/10/2023

  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 bought $5,500.00 worth of furniture and have waited over a month for delivery. My nightstand was delivered broken & they knew it but left it at my house anyway. They also destroyed the weather stripping on my door by shoving the sofas through. They denied it and refused to fix it. Customer service is terrible and impossible to contact because they do not answer the phone. I want my door fixed, the nightstand replaced and $500.00 credited for the hassle and suffering and high electricity bills due to door not closing properly and my air conditioning going out the door.

  

  Business Response

  Date: 08/12/2023

  ******************************* received her first delivery July 18th 2023 & second delivery July 25th, 2023 our drivers entered the customers house ********************** the has beige shades.

  The damage the customer is reporting is on another area of her home. As you see the tiles of the customers house during delivery are different than the tiles of the damage she reported. 

   

  Attached are the images of the delivery & the images of the damage reported by the customer.