ComplaintsforMega Furniture

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello! We purchased a dresser with Mirror & a bed frame with mattress, everything seem to go well until delivery day, the guys broke our dresser & had to bring another one in 1 week or Two, in that process we figured the mirror will be delivered the same day the dresser was being replaced yet no mirror shows up. About 2 weeks go by and I called the distribution number that was provided by Destiny I called the distribution center and spoke to ****** who not only tried stating mirror was delivered but then went say no it wasnt so got me a date of delivery of 5/6/2023, lets just say if i wouldnt of called I wouldnt of heard anything cause they decided to **** as delivered, ridiculous! Anywho Saturday comes & my husband received a call the mirror was broken in the transition of delivery and that we will get a call back, again week goes by nothing, I tried calling and have been avoided numerous times by management, per **************** keep saying no one is available Today 5/23/23 I call again and no one seems to know anything, I then say ok remove it from my bill because Im paying for something I dont have, Destiny proceeds to say if you cancel there will be a fee! Im like excuse me a fee? I will be charged for the lack of customer ************** this place has? This has been very irritating I have no other resources or what can I do, no one seems to help yet we keep being charged. This place is a ********* regret stepping foot into this mess, I need something solved or a solution ************ center NEVER answers they keep sending you to voicemail and expect you to keep leaving a ************* just so no one can call back. You call mega furniture at South Park ***************** is out for days etc. excuses.

  

  Business response

  05/24/2023

  Dear Customer 

   

  We are requesting the order number and the name on the order to be able to locate your order, we are unable to do this with the information provided.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2 July 2022, I purchased several pieces of furniture from the Mega Furniture store located in *******, ** with an original delivery date of 11 July 2022. On the initial delivery, some of the furniture were damaged and the queen size bed for my daughter was missing. When my daughter bed was delivered two weeks later, the delivery people refused to put the mattress on the bed because they told me that they were not the one that initially delivered it so I have to do it myself. As far as the damaged furniture (1 King size headboard, 1 wedge and 1 sofa), several attempts were made to replaced them and each time, there were issues with the furniture. The furniture was either damage, missing parts, floor display or combination of all (I have pictures to proof it). At one point, I was asked by **** at the ******* store if I would allow the furniture to be delivered to their store and if I could trust them to open the furniture for inspection and if everything is good, then they will deliver them to my home, I agreed. However, when they opened the boxes, one of them was also damage so they call me and let me know what their finding was. Needless to say, there was no delivery made that day. I have asked them to take the furniture back and issue me a full refund or partial refund (in cash or store credit) for the damaged furniture but no one is replying. They told the credit card company that they will work with me but they are not. They do not care as long as they got their money. Furniture buying experience should NOT have to be this terrible/horrible. I have gone to the store several times as well as sent emails to include to manager ****** regarding this issue, yet they have not resolved it.

  

  Business response

  05/01/2023

  Dear Customer 

   

  We apologize for the delay you have experienced in getting the items on your order completed.

  To complete the delivery of the items we will need to confirm a date to get the rest of the items delivered.
  There is an exchange that is pending and the store branch where you made your purchase will be able to assist you with setting up a delivery/exchange date.
  We are doing everything possible to get the items to you to complete the delivery.
  

  Customer service can be reached at ************

  Mega Furniture Management

  Customer response

  05/08/2023

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

  Customer response

  05/08/2023

  Complaint: 19982859
  
  I am rejecting this response because: They not have all my items. I have made this clear to the wearhouse and ******* store that I will not accept partial or damage delivery from them anymore because it becomes a problem/headache when you do (this is the reason we are still dealing with this issue 10 months later). Also, when I called last week (******* store) to scheduled delivery, I make sure that all the items I was supposed to be receiving on today (5/8/23) delivery were verified by the store rep but when the delivery trucker called me this morning, they said they do not have all the items. Each every time this happened, I am loosing time at work. The trucker said that the waerhouse was going to call me but nobody did as of now...this is what they do and how they treat they customer. I am tired. 
  
  Regards,
  
  *********************************

  

  Business response

  05/10/2023

  Dear Customer

  The store will contact you to set up a delivery to complete your order.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 bedroom sets 2 weeks ago and had them delivered on that Thursday. Two days later on the 8th, the king size bed frame was coming apart. It was not safe to sleep in. I contacted them on the 10th and they were of no help. I finally made contact with someone and was told to submit pictures via email and that someone would come out to fix it right away. I am extremely busy and have just had the time to submit them. The person answering the emails doesnt seem to be knowledgeable in responding or how to deal with these situations. They asked for the details of the problem when they are already clearly depicted in the pictures. I reiterated so. Then was told that a claim was submitted to the manufacturer and they are awaiting a response. This is completely unfair and unprofessional! Two weeks later I am still unable to sleep on this newly purchased bed! Something needs to be done regarding this company asap.

  

  Business response

  04/21/2023

  Dear Customer 

  We would like to apologize for the length of time it has taken to assist you. There is information that is required to further continue with a claim for your concern. You were asked to provide this information we will not make assumptions on what the concerns may be. At this time all the information has been reviewed and your invoice is pending a service appointment for 4/26/2023. 

  Thank you for patience

  Mega Furniture 

  Customer response

  04/28/2023

  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

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased multiple products at Mega Furniture on 8/13/2022. After being told all items were in stock and would be delivered on a specified date. Once the date arrived multiple items were missing and damaged. After 5 different deliveries over 4 months, there were items that were still on back order and so I requested they be removed from my bill as I did not want them. I had asked for a call back with an updated sales order receipt that showed new updated prices on the items that were delivered and the refunded and still nothing. I was told that some pieces were replaced for another at no extra amount. It's now April 2023 and the charges have not been refunded to my account.

  

  Business response

  04/22/2023

  Dear Customer

  We apologize for the delay in  reviewing your concerns immediately, we have updated the store Manager Zac and he has stated that he reached out to you and was unable to reach you. At this time he will continue to contact you to assist with your concerns listed here.

  Again please accept our apology and you can contact the store as well if you like.

  Mega Furniture Management

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction : 03/05/2023 First Delivery : 03/09/2023 Second Delivery : 04/08/2023 Total Amount : $3561.43 What business committed to you: Mega furniture promised to deliver the bedroom set in a brand new condition but failed to do so even after giving more than a month of time and giving chance to redeliver the product.Nature of Dispute: Failure to provide the promised product and cant handle with MEGA Furniture anymore. Need my full refund.Whether Business resolved the problem: No, Mega furniture is not at all helping even though its their mistake and also they are trying to take 40% of my money when I said to return my money irrespective of their mistake to give me the product.Invoice number : ******

  

  Business response

  04/22/2023

  Dear Customer 
  On 4/20/2023 you received another delivery for your order at this time it was refused by you as you did not agree that the items appear to be like the floor model.
  The following is a description of the product by the manufacturer:
  Traditional bedroom constructed in pine solids and oak veneers on the case tops with a solid wood edge and front/sides in birch veneers. Finished in a two finish weathered oak top over a rub-through white base. Set includes ***************** Dresser, Mirror,and Nightstand.
  It has a weathered look which has been some of your concerns with the 2 deliveries that have been made. The items have been delivered to you twice and we are continuing to assist you with the delivery of your selected items they are the same model as you saw on the sales floor on the date of purchase.
  The design and the description listed above is the product we have been delivering to you on both of the occasions of delivery.
  First delivery 3/9/2023 the customer refused to accept the items
  Second delivery 4/20/2023 check and load for this delivery the customer refused the products
  We continue to inform you that you can choose to accept the floor model, you can be issued store credit or there is a cancellation/restocking fee of 40%.All documents are signed by you on the date of purchase 3/5/2023.You can contact the store to start on any of the above selections provided.
  The items have been delivered to you twice and we are continuing to assist you with the delivery of your selected items they are the same model as you saw on the sales floor on the date of purchase.
  The design and the description listed above is the product we have been delivering to you on both days of delivery.

  photo enclosed 

  Mega Furniture Management

  Customer response

  04/24/2023

  Complaint: 19919470
  
  I am rejecting this response because:

  The Business keeps saying that they are delivering the right floor model even though they are not.

  The first two delivery attempts contains the damage and I have the proofs that I attached and why would a customer accept a damaged ********************.? 

  The third delivery clearly the paint was not done correctly and it doesn't look like a new furniture. Mega furniture keeps disagreeing with what I am saying but They are not delivering the correct product. I attached the pictures of poorly done painting. Mega furniture is trying to cover it up by saying its the stress and while its clearly visible that its not. Why would like look like different only at the spots I attached in the pictures ? Rest all the areas the paint and stress looks good but at one corner its not done correctly.

  I tried to check other models but they are not at all good or I don't like any other model. Firstly after spending so much time I liked this model and I paid for this model. Its their responsibility to deliver the model that I selected in a neat clean and undamaged condition. Its their mistake and they have to refund me full amount and not threaten me by saying 40% fee. If I cancel out of my will then I totally agree that They can charge fee, But in this case its their fault of trying to give me damaged or poor condition furniture. I really need my full refund and BBB please help me to deal this. Mega furniture and its business practices are causing so much financial and metal stress to our family.

   

  I really really regret for buying this from MEGA and I already sharing my experience with them in all my family, Friends and Community groups so that they will not be victims like me.

  I posted a ****** review and I am getting a huge response that lot of customers facing same issue. I should really had checked the reviews before making purchase with these guys. I never expected that I would fall into their trap. Really sorry for venting out my stress but I am really helpless in this situation. Mega is neither delivering the good furniture not returning my money and threating me to keep 40% fee which is a huge money for me and my family 

   

   

   

  Regards,
  

  
  Shiva D

  

  Business response

  04/24/2023

  The photos enclosed were reviewed and they show the corner where there is damages from the manufacturer that is from the first delivery 3/9/2023  we apologize for this happening at the time of delivery.

  The delivery on 4/20/2023 all items were checked and inspected and everything was  delivered without damages, the manufacturer description of the bedroom set states that it is a weathered look on the items, what was pointed out and unacceptable to you on this delivery is the weathered look. Photo enclosed.

  Mega Furniture Management

  Customer response

  04/24/2023

  Complaint: 19919470
  
  I am rejecting this response because:
  

  I am attaching more pictures which Mega keeps saying that this has a weathered look but its actually a poorly done job at one specific spot.
  

  I can totally understand the difference between the weathered look versus the poorly done painting.
  On the Day of Delivery, there was a plumber at my home, and he also checked this and said this is not done correctly. The reason I am saying is because its not just me but even the other people feel the same way that this was not done correctly.
  Also, if its a weathered look entire furniture should have this look. But the dresser paint looks different. This is the one of the corners of the nightstand and this looks completely like used furniture.
  Just to escape from the situation, Mega Furniture Management is trying to prove something that is not. Not sure why Mega is doing this to their customers.
  I did shop from **************** Rooms to go and other stores,honestly none of these stores are like this. They just deliver what customers wanted but Mega is just trying to rip off the customers money and trying to trap and keep my money which is what I am not liking it. They are neither delivering the product that they promised nor returning my money. 

  
  Regards,
  
  Shiva D

  

  Business response

  05/01/2023

  Dear Customer 

   

  The store location where you made your purchase is currently  assisting you with all your concerns. At this time we ask that you allow us the time to assist you with getting your order delivered to your home.

   

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sofa and dining room set from Mega Furniture on Jan 20,2023 with a 5year ************* of the chairs legs broke on my dining room set on February 20, so I contacted them and sent an email to a warranty department they referred me to. I waited a and received no response so on February 26 I spoke with a manager who said he would call them and let me know what was going on. He told me that their warranty department had some staffing issues to which I responded that isn't my concern because I paid for a warranty. I left him my number and they have my email so they could reply in some form to let me know they were working my claim. I waited and once again there was no response. I've called a couple of times after and nobody picked up the phone, so at this point I feel as though they were waiting me out to pass 30 days for whatever reason and have no plans of honoring their 5year warranty.

  

  Business response

  03/22/2023

  Dear Mr. *********************************************************** have your claim for one chair that was damaged, the claim was sent to the manufacturer for review as your items have a one year manufacturer warranty. After the manufacturer review they stated that a part would be ordered to take care of the damaged chair after the parts order was placed our customer service department just received on update dated 3/20/2023 that the part is back ordered till Sept.2023, therefore the manufacturer will be processing an exchange of one chair.

  You were contacted today and agreed to this chair exchange for 3/23/2023.

  Within the first year you can contact us at *********************************** or call ************ with any concerns with your items, our customer service department will be glad to assist you.

  We apologize for any inconvenience in any delays on keeping you informed and updated on your claim.

  Mega Furniture Management

  Customer response

  03/24/2023

  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.

  They have agreed to replace the chair and the issue has been resolved as of 03/23/2023. Thank you for your involvement.
  
  Regards,
  
  ***********************

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number ****** We purchased a Power reclining sofa and a love seat from Mega furniture on 01/08/2023 and the sofa was delivered to us on 01/12/2023. In 4 days we see the gap in the reclining sofa between the two seats have increased. Have attached for your reference the picture when we saw the sofa at store and the picture today. We contacted ****** furniture for it to be rectified We did call the customer service and the initial response was as per policy Floor model is sold as is and cannot be rectified. But the case here is when it was sold, there was only a gap that's required to recline and it is not supposed to expand. so it is not as is.Also there was no explanation, no documentation that talks about your policy during the sale. after follow **** **************** agreed to engage the manufacturer as there is a 1 year manufacturer warranty. they asked us to send all pictures of the Sofa to be sent to ******* furniture(Manufacturer) . Mega furniture responded that ******* furniture will reach out to us. Nobody has contacted us

  

  Business response

  02/15/2023

  We apologize for the delay and the inconvenience this has caused.

  This manufacturer will set up a service technician visit on behalf of ******* Furniture, at this time this invoice is currently pending our customer being contacted to set this appointment up.

  We ask that you allow 7 to 10 business days for a call to set up the appointment.

   

  Mega Furniture

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So the issue I had is that I was sold a couch from ************** Had it delivered on 12/16/22. When my item was delivered, it was missing the legs and some pillows. After a couple weeks the legs were finally delivered because I had to call multiple times to get someone to come out. When he installed the legs he was given the wrong pillows. After calling again to follow up I had to go to the distribution center myself and pick up my pillows which was still wrong. When I spoke to the manager ***** he apologized and said he would refund me the amount for the delivery fee. It is now almost 2 months since the first delivery and I am still dealing with finding ***** when I call the store because the phone operator tells me he is never around or he is off. I am not sure if these are the games you all play as a business model with new customers. But all I want is a refund for the delivery fee that was promised by *****. I do not want to have to continue to chase down someone who obviously is never available to speak to customers to rectify the issue. I would appreciate some follow up from their corporate offices who I have contacted as well and said it would have to be cleared at the store level. I hope to hear back from someone soon

  

  Business response

  02/14/2023

  We received information on the incorrect pillows and made that right immediately, we offered to drop off the pillows on the next available date we are in the customer's area our customers are also more then welcomed to come pick up the items at our distribution center.

  If the pillows are incorrect at this time a photo has been enclosed so that customer can let us know which pillows they are still pending as we can order them from the manufacturer.

  In regards to any refund on the delivery that will be pending with the store manager and you can call or stop by the location where the purchase was made.

  We apologize for the inconvenience this may have caused you.

  Customer response

  02/14/2023

  Complaint: 18966625
  
  I am rejecting this response because I am still missing the small pillow. They gave me an extra bigger grey one 
  That I will gladly return but it still does not resolve the issue of the refund of the delivery that was promised by the store manager of that location. I have called numerous times and each time he has told me that he will give me the refund or the receptionist there say hes out to lunch or off that day. I think he is avoiding customer complaints because he does not want to deal with it. If I can guarantee the smaller pillow Im still missing and a refund of delivery fee I will accept but till then I cant accept that. Especially with the option of going to the store or calling which I have already done more than enough to resolve this. 

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

  

  Business response

  02/14/2023

  Can you identify which pillow is still pending so we can place an order ASAP.

  Photo enclosed.

  Customer response

  02/23/2023

  Complaint: 18966625
  
  I am rejecting this response because:
  I am missing pillow 3 the smaller one. I am also waiting on the refund for the delivery fee as well. 
  Regards,
  
  ***********************

  

  Business response

  03/06/2023

  Dear ******************

  I apologize for the late reply.

  We have the pillows on order at this time. We will contact you when we have these in stock.

  And the store has been informed of your concern with the delivery fee.

  Mega Furniture Management

  Customer response

  03/08/2023

  Complaint: 18966625
  
  I am rejecting this response because I still need confirmation that they will return the delivery fee. I am happy they are rectifying the issues with the pillows and do not mind waiting but the store should have refunded me a very long time ago. Its been 3 months plus I have been waiting.
  
  Regards,
  
  ***********************

  

  Business response

  03/08/2023

  Dear ******************

  The store has processed a refund it will show on your next billing cycle. The store has processed that today in the amount of $107.17.

  Once the pillows arrive we will notify you with this update.

  We apologize for the delay and appreciate your patience.

  Mega Furniture Management

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased living room furniture and end tables and coffee tables We spent **** and coffee tables are damaged and couches are damaged and not getting a response to all are calls

  

  Business response

  01/28/2023

  The customer can contact us via our email address *********************************** to submit a service claim.

  We will then schedule our service tech for an appointment.

  The document attached is of the manufacture description of the product and the wood has different characteristics.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 4th we bought a sectional sofa ($3,211.20) and extra large ottoman ($544.00). The ottoman came with a damaged foot which we are still waiting to be replaced. On January 16th I seen that the store we purchased the set from had the sectional sofa on sale for $1,999.00. I emailed the customer service department that same day. Still have not received a response. On January 17th I called the store and talked to the store manager. He stated that he was unsure what the store policy was for price matching within 30 days of purchase and he needed to reach out to upper management. He stated he would get back to me with an answer as soon as possible, he never got back to me. On Sunday January 22nd my husband went to the store to speak directly with manager but he was not in. The lady at the store told my husband she would have the manager contact us on Monday. This afternoon (January 23rd) I still had not heard back from him so I called him. He stated that the store really did not have a policy on it and upper management said that the best they could do was to offer me a $500 in store credit.

  

  Business response

  02/14/2023

  The customer was contacted in late Jan. 2023 to set up an appointment for the damaged leg we have been unable to confirm an appointment as of today.

  In regards to the pricing this can be reviewed by the location where the items were purchased.

  Customer response

  02/18/2023

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

*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. ↩