Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/11/2024
Type: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 have several issues with Megafurniture, namely the MAJOR LACK of communication. Once I paid for the furniture, the customer service/communication was nonexistent! I purchased a sectional and armless recliner. Delivery was scheduled for 3 July. I contacted the delivery center (2x) and left messages to confirm delivery and was never called back. I was not contacted at any point regarding my delivery. The sectional was delivered on 3 July (but was missing the armless recliner). When I made the purchase on 25 June, I was informed that all pieces were in stock. At no time from the purchase date to delivery was I notified that the item was out of stock. When I mentioned the issue to the delivery personnel, I was told that the store would contact me. That did not occur. I had to contact the store and was told that there was no information on when this item would be in stock. Following events.3 July: I contacted Megafurniture requesting to be called by store manager.3 July: I completed delivery survey and requested to be contacted by distribution center,3 July: I emailed Megafurniture requesting to be contacted by store manager.10 July: I submitted request to be contacted through Megafurniture website.10 July: I contacted Megafurniture requesting to be called by store manager.I have received no call back or email response to ANY inquiry.In my latter email I asked the questions below.What is the store policy for communicating information to customers (for example, delivery)? What is your store policy for delayed furniture? How are customers accommodated for items that are delayed indefinitely? Are customers supposed to wait and continue to contact Megafurniture for updates? I spent $7800 and find it HIGHLY unacceptable AND EXTREMELY unprofessional that I have not received any response. I should have not had to contact Megafurniture once. They should have preemptively reached out to me!! If my items cannot be TIMELY delivered I want a refund.
Business Response
Date: 07/19/2024
This customer has agreed with the store to take the one that is at the store.Customer Answer
Date: 07/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** If the condition of the recliner (a floor model with heavy traffic) is "like new", I will accept the condition. This is not optimal response from a business as the floor model's are sold at a highly discount rate, which should have been offered to me in this situation for several reason. If the recliner's condition is less than optimal I will not accept.
Regards,
*************************Initial Complaint
Date:03/29/2024
Type: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.
Date of transaction: feb 24 2024 Store: Mega Furniture We purchased two couches and a recliner They were suppose to deliver March 1. No one called so we called the company to see why the furniture had not been delivered.They stated they "forgot" to put a delivery date on our paperwork when I know we saw one. Then they claimed it was delivered when it definitely was not! So after that a two day runaround we finally get a delivery of two out of the three items. They took pictures and stated the third item was on back ordered and would give us a call once it arrives. On the third week of not hearing from them, we reach out asking how much longer do we have to wait for the back order and if we could just cancel it since its been so long. They stated all three were delivered. I lost my mind! So the past two days we had to battle with them to "prove" we didn't get the third item when they won't "prove" we did! They keep saying its not on them but "their third party". We have filed a dispute with the credit card company. They have tried to gaslight the situation and are super shady! I sent six Ring doorbell bideos showing the gentlemen who delivered the TWO items and they still are requiring more! We spent $2800 and have had such a hard time receiving our items and they are not the same quality as the showroom. They are cheap, and uncomfortable. We have had such a terrible experience and still not done yet. We should have just took a look at their ****** reviews bc many have experienced the same exact service!Business Response
Date: 04/04/2024
We sincerely apologize for the inconvenience caused. The delivery of your order was made through a third-party company that we hired to deliver all the items you ordered. Although all the items were taken from our warehouse, the recliner was not delivered to you. We understand that you may want to cancel the recliner, but unfortunately, we cannot cancel the other items in your order. However, we are willing to accommodate the cancellation of the recliner without any restocking fee.
Customer Answer
Date: 04/04/2024
Complaint: 21506308
I am rejecting this response because: I request a refund and want a refund of the "warranty" as many reviewed stated it is fake and just more money taken from the buyer (us). I would like that refunded as well.
Regards,
*******************Business Response
Date: 04/04/2024
Montage provides coverage for accidental damage, and customers can avail of a one-year manufacturer warranty through Mega.Customer Answer
Date: 04/04/2024
Complaint: 21506308
I am rejecting this response because: I am requesting the "extended warranty" of 250 dollars and the recliner refunded.
Regards,
*******************Business Response
Date: 04/04/2024
Customers can cancel the extended warranty, but if the furniture is damaged due to misuse or spillage, the customer will not have any warranty on her furnitureBusiness Response
Date: 04/04/2024
Customers can cancel the extended warranty, but if the furniture is damaged due to misuse or spillage, the customer will not have any warranty on her furnitureBusiness Response
Date: 04/04/2024
Customers can cancel the extended warranty, but if the furniture is damaged due to misuse or spillage, the customer will not have any warranty on her furnitureCustomer Answer
Date: 04/05/2024
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.I accept the refund of the recliner and the refund the "extended warranty"
Regards,
*******************Initial Complaint
Date:02/23/2024
Type: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 the item on 2/18/24 for $4,813.88 with an expected delivery on 3/15/24. I returned on 2/19/24 to return the item and informed the manager was not available and to return 3/22/24 to speak with a manager who would have to authorize refund. When I returned on 2/19/24, I was informed I signed the agreement of taking a 40% reduction on what I ordered though the item never left the store. The documents I have were slightly different from the documents the store had on file. I did in fact see my signature on one document advising me of the cost of returning the item. The store also wanted me to sign an additional document that I was fine paying the 40% for an item I did not receive. I was denied the opportunity to speak with a supervisor or owner of the store.Business Response
Date: 02/27/2024
We have successfully negotiated a resolution with the customer regarding the cancellation of their product. To ensure that all parties are satisfied, the customer will be visiting our store for a final resolution. We appreciate the customer's cooperation in this matter and value their business. Thank you for your understanding.
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