Complaints

This profile includes complaints for Mor Furniture For Less's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mor Furniture For Less

  8996 Miramar Rd Ste 300 San Diego, CA 92126-4463

  
• 

  Mor Furniture For Less

  6965 Consolidated Way San Diego, CA 92121-2603

  
• 

  Mor Furniture For Less

  1608 Sweetwater Rd National City, CA 91950

  
• 

  Mor Furniture For Less

  880 Arnele Ave El Cajon, CA 92020

  
• 

  Mor Furniture For Less

  67555 E Palm Canyon Cathedral City, CA 92234

  

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:05/05/2025

  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.

  I purchased a purple hybrid premiere mattress from Mor furniture in ******,** on October 25 2022 with a 10year warranty and all of the equipment to preserve it ********. I contacted the *************** in ********* at *************. The person showed up and put his hand on mattress sat on the edge then stated that it was too flimsy that it would be covered, and that the warehouse would contact us within 2 to 4 days. I had to contact them by text 7days later, then I was told that the mattress did not qualify for the warranty so I requested a 2nd inspection and names of these employees and a copy of the report so I could file a complaint against them. They refuse to give me acopy or any names. I need this information to file a complaint with the purple mattress copy and they do not want to give me the information.

  

  Business Response

  Date: 05/15/2025

  Case:23290879
  
  Customer Name: ****** *******
  Customer #: **********
  
  Thank you for bringing your concerns to our attention. We truly appreciate the opportunity to address them.
  
  We reached out directly to Purple and provided them with the inspection photos.Their response indicated that, since Mor Furniture no longer partners with Purple, customers must contact ******************** directly for further assistance. Ms. ******* can reach their team at *********************************
  

  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

  Date:04/23/2025

  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.

  A piece of our couch broke. It was outside of warranty so we paid to have a new backing sent. We have communication with the company explaining the problem. Fast forward 4 months and a move and the wrong piece shows up at our new house in *****. After going back and forth for months they tell us that we need a whole new couch piece and will have to drive 7 hours to go pick it up and they will not ship it. Mind you I still have the incorrect piece in my house that is useless. I offer to even pay for shipping and they state they cannot ship even though they shipped the initial piece. There was no resolution at all for something that was never my fault which they also acknowledged. Also have found it impossible to submit a formal complaint to anyone other than the supervisor who keeps dodging giving me any contact information

  

  Business Response

  Date: 05/02/2025

  Case: 23241301 
  
  Customer Name: ****** **********
  Customer#: **********
  
  We appreciate Mrs. ********** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  Per our warranty agreement, customers who move out of our services zone are responsible for bringing the item back to the nearest service warehouse for assessments or repairs. Mrs. ********** was made aware when the initial part order was shipped that Mor Furniture does not operate or have business in the state of *****. Since the backrest was a smaller item, it was easier for our warehouse in ***********, ********** to ship it via *****. This part order was created for the wrong piece of their sectional, which was discovered when one of our representatives spoke with the manufacturer. The manufacturer, in their review and being informed that the frame was damaged,authorized an exchange for the corner piece. This will involve Mrs. ********** returning the damaged corner to the warehouse in *********** and picking up the new one. 
  
  Mrs. ********** is aware that we cannot ship only the backing of the corner because this would not resolve the issue with the frame.Mrs. ********** was informed by a review with our delivery team that they would not be able to travel out to her house in ***** to deliver the new corner and pick up the damaged corner. If Mrs. ********** can contact an outside moving company to deliver the damaged corner back to the ********************* and deliver the new corner to them, then we can assist the moving company. Otherwise,we are limited in how we can assist them and recommend that they seek outside repairs to see if a local furniture technician can help with their frame issue.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 05/03/2025

  I do not believe it is my responsibility to pick up an item that was incorrectly sent in the first place. At the very least at this point I would like to be refunded for the part that I bought that was shipped to me that was wrong if they do not want to take accountability and ownership for their mistake. I have proof that the employee that ordered it ordered the wrong piece and the company acknowledged that over the phone which I am assuming was on a recorded line. The excuses given were that the employee no longer works for the company. I understand the policy of moving out of the area however because they sent the wrong piece and that piece took well over the initially quoted amount of time I believe it should be their responsibility to make an exception to this problem. If we received the correct piece within the initial 4-8 weeks quoted we wouldve still been living at our own location. We are a military family and do try and pick companies that are well established in areas but we also do not have control over where we are stationed next. 

• Initial Complaint

  Date:04/16/2025

  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 a couch from More For Less Furniture and I told them specifically that the cushions on the bottom were very very hard and I couldn't sit on them because they were so hard. The cushions in the showroom weren't like that at all. They then told me that they would break in within a week or two and after that it didn't happen not at all and so then I called them and they told me too bad I get to keep the couch now because it's been past 72 hours. When I spoke with the store manager, she told me that it takes 4 months to break in a couch and I told them specifically that I have a bad back and could not do that when I was purchasing the couch I wanted to make sure that it felt the same. They are refusing to help me in any manner. I feel like this is a brand new couch and I should get a refund. They have terrible customer service and they are very rude and say there's nothing they can do and too bad for me I keep a couch that I can't use.

  

  Business Response

  Date: 04/25/2025

  Case:  23211096
  
  Customer Name: ***** **********
  Customer#: **********
  
  We reviewed all communications with Mrs. ********** including texts and notes left on their account by the representatives and sales managers who tried to assist Mrs. ********** on this claim. Despite being informed that it will take a few weeks to break in prior to the purchase of the sofa, Mrs. ********** reported the cushions being hard to our customer service department the next day along with a separate issue. In reviewing both claims,the representative over text reminded her of her right to request a return or reselection for a different product within 72 hours of delivery if the sofa was not the right fit for her. Mrs. ********** declined to invoke that right and despite being told the firmness issue is considered a comfort issue not covered by their warranty, she decided to keep the sofa instead.
  
  Over the next month, Mrs. ********** contacted our customer service department and their sales associate over text and calls about the firmness issue. A courtesy inspection was offered to ************** which found no defects with the sofa. Mrs. ********** attempted to get the cushions from the floor model item which was approved by the manager. However, at that time she had already purchased a new sofa elsewhere and wanted to seek a 40% refund to keep it as is.
  

  All options were provided to Mrs. ********** about their return options from the beginning. She was made aware that she would have to invoke the policy within 72 hours of delivery, otherwise we would not be able to accommodate the return request made outside that time window. There were other options for remedy offered to her but were also denied. At this time, we would not be able to facilitate their request for return.
  

  Sincerely,
  MOR Furniture Customer Service
  
  
  

  
  

  Customer Answer

  Date: 04/27/2025

  they told me that it would take a few weeks to break in and then the manager herself told me that it takes 4 months after the fact, after they wouldn't take the couch back. She then told me that she had the same couch and it took her four and a half months to break it in. So they are not being honest. I was going to return it and they told me to wait and try and break it in and then they could address it if it wasn't broken in after a few weeks. Then when I called them they basically told me too bad. They're not helping me and I keep the couch. If they were to take this couch back they could take a 50% restock fee if they wanted to do that but this couch is now wrapped in bubble wrap and it has been into a different room and I'm not using it. I have purchased a new couch because I need one to sit on. I never declined anything so they are incorrect there. It's almost impossible to get a hold of anybody there. They are a lot of texting. And I guess once you buy something from there, their customer service is out the window. They are not being honest with their response. My next step will be small claims court if they don't remedy it. I am willing to take a 50% discount on this couch if they take it back. That means they would only pay me half of what I paid for it and the ottoman of course with it because the ottoman is higher than the couch. And the gentleman that sold me the couch put the ottoman up against the couch that they had in their store and it was not higher. So again this is not right either.

• Initial Complaint

  Date:03/07/2025

  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.

  On January 13, 2025 I purchased a recliner from Mor Furniture in **********, Ca.On January 15, 2025 I tried to call back to ask for help for a grinding problem but their phone ************ is inoperable. It puts you in a loop and you can't get through. Another number ************ also doesn't work. On February 1, 2025 I had to return and ask what happend. They said I would get a call back on scheduling a repair, to see if the problem can be fixed. I bought a 'New' chair that needs to be fixed / repaired? I had to return again on about February 17th to see why I hadn't heard from anyone. Again they said I will get a call to schedule a repair visit.On February 27th I had a technician show up and do a few things that helped, but did not fix the problem. He took notes that the grinding was still present and said he would turn his report in to the decision makers. Today March 7th I still have not heard back on a solution. I still have a chair that isn't close to being a new chair. I still can't call back.

  

  Business Response

  Date: 03/12/2025

  Case:23037252
  
  Customer Name: ****** ******
  Customer #: **********
  
  We would like to extend our sincere appreciation for bringing your concerns to our attention.
  
  Mr. ******* received the recliner on January 17, 2025, and reported issues with the product a few weeks after delivery. Upon receiving this feedback, we promptly arranged a service appointment. Our technician inspected the recliner and confirmed that the lights were not functioning properly, as well as a grinding noise that was present.
  
  After thoroughly reviewing the technician's report, we authorized the reselection/exchange. We have since reached out to Mr. ******* to inform him that the reselection/exchange has been scheduled and that he can visit our showroom to select a replacement.
  
  Please be assured that we are committed to utilizing feedback like Mr. ********* to improve our products and services moving forward, ensuring a positive experience for all our customers.
  
  Thank you for your understanding and continued support.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team

• Initial Complaint

  Date:03/04/2025

  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.

  I purchased a high end quality leather sectional July of 2023 for $4783.78. I purchased the extended protection plan for $459.98. On 2/15/2025 I was sitting in between the sofa and saw 2 tears. I immediately sent a picture to MOR furniture customer service. I got a text message stating I would get a call back on Monday 2/17/25. A representative called me and she let me know since the issue happened after the 1 year warranty I had to call and submit a claim through ********* Protection plan. I submitted a claim as but my claim was denied because they dont cover wear and tear. I went to the store prior to submitting a claim to inform them the high end quality sectional they sold me 1.5 years ago wasnt as high quality and had tears throughout the sectional. What I was provided at the time of purchase of the extended protection indicated puncture, cuts, tears, rips would be covered. The agreement provided by Furniture Protection Plan has the wrong purchases amount and doesnt have my signature. I told the representative I never agreed with the agreement and questioned why my signature wasnt on the agreement, I was told your signature is on the billing agreement.

  

  Business Response

  Date: 03/21/2025

  Case:23020407
  
  Customer Name: ******* *******
  Customer #: **********
  
  We would like to express our sincere appreciation for bringing your concerns to our attention.
  
  Ms. ******* initially reported damages to her furniture on February 19, 2025. At that time,she was advised to contact Furniture Care, as her furnitures one-year manufacturer warranty had expired on June 29, 2024. Following this, Ms. ******* reached out to Furniture Care, provided photos of the damages, and was informed that her claim was denied due to accumulation on the product.
  
  After the claim denial, Ms. ******* contacted Mor Furniture to address the issue.
  
  We have thoroughly reviewed the information provided by Ms. ******** including the photos submitted both to Furniture Care and to Mor Furniture. After careful inspection, we concluded that the damage reported is consistent with normal wear and tear. The photos show minor marks on various areas of the armrests and other parts of the sectional. In some of the photos, the reported damage is not clearly visible.
  
  As per the Furniture Care contract, the protection plan covers only accidental **********. Quezada was provided with a copy of the contract, highlighting the exclusions.
  
  As a goodwill gesture, we are offering to refund the protection plan at a prorated rate.  ****************** accept, the refund would be credited to the Synchrony Finance account.
  
  Thank you for your understanding. If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  MOR Furniture Customer Service

   

  Customer Answer

  Date: 03/25/2025

  I appreciate your prompt response regarding my request. However, I respectfully disagree with the assessment that the damage is due to wear and tear, as this particular couch is rarely used. Additionally, I specifically purchased insurance to cover such situations, and I would appreciate clarification on why my claim is being denied despite this coverage.
  
  
  Could you please provide further details on how this determination was made? I would also appreciate reviewing the terms of my coverage to better understand my options. I hope we can work together toward a fair resolution.
  
  
  Looking forward to your response.
  

  

  Business Response

  Date: 04/11/2025

  Case:23020407
  
  Customer Name: ******* *******
  Customer #: **********
  
  As outlined in the Furniture Care contract, the protection plan only covers accidental damages. The damages reported in this case do not fall under this category. The Furniture Care website also clearly lists the exclusions, which further clarifies what is not covered.
  
  Ms. ******* initially contacted Furniture Care regarding the damages, and after speaking with them, she decided to inspect the entire sectional for any other issues.She later called back to report additional damages she found after her inspection.Since these damages were identified after the initial claim and were not accidental in nature, they are considered accumulated damages, which led to the denial of the claim.
  

  We are still offering the refund on the protection plan at a prorated rate should Ms. ******* accept. 

  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team

• Initial Complaint

  Date:02/14/2025

  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.

  DO NOT do business with ***! They are shady and sell low-quality furniture that breaks easily and rips at the seams. When issues arise, they refuse to honor the manufacturers warranty, and the overpriced warranty they sell is practically useless.Heres our experience: Less than two years ago, we purchased reclining couches. The motor failed, but since we had a warranty, they had to repair or replace it. The manufacturer no longer made the motor, so they were forced to replace the couches (which they acted like was a favornews flash, it wasnt).We opted for new, more expensive couches and paid out of pocket, including purchasing another warranty. That was just four months agoand now the seams are ripping! *** claims that because the couches were replacements, theres no manufacturers warranty, even though common sense says it should restart with new furniture. Meanwhile, the shady third-party warranty company refuses to cover seam rips, which is outrageous for a couch this new.This company operates unethically and should be fined for these deceptive practices. Save yourself the headacheshop elsewhere!

  

  Business Response

  Date: 02/28/2025

  Case: 22943119
  
  Customer Name: ******** ********
  Customer #: **********
  
  We sincerely appreciate you bringing your concerns to our attention.
  
  Ms.******** originally purchased her furniture on 06/03/23 and reported issues on 08/21/24. At that time, she was advised to contact her extended warranty provider, Furniture Care. Upon review, Furniture Care authorized a reselection,as the original furniture was no longer available. Ms. ******** was notified of this and visited our local showroom to select a new sectional.

  Recently,Ms. ******** noticed that one of the seat cushion seams had come undone and reached out to Mor Furniture for assistance. She was informed that the warranty for her new set was not valid under the original warranty terms, as the coverage period did not restart with the reselection. She was advised to follow up with Furniture Care for further assistance.
  

  To address her concern, I personally reached out to Ms. ******** and arranged for a replacement part order to replace the cushion casing. During our conversation, I also provided a detailed explanation of how the warranty coverage works. Ms. ******** agreed to the part order and confirmed her understanding of our policies.
  

  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

  Date:02/13/2025

  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.

  I purchased a couch in the beginning of June 2024. By December 2024 the springs were coming undone the backing was lose with nails showing and the cushions were separating. I reached out over and over to them and they finally sent a service guy out January 18th. Mor called me after **** the service guy left and let me know that they would be calling my next week to set up an appointment for repairs. I never heard back and followed up with them they informed me that the parts need for my defected couch were no long available and that they are requesting a refund from the vendor. I do not feel I should have to continue to wait for the their vendor to issue them a refund. I am now getting the run around and they are shifting blame on the vendor. Mor furniture needs to back-up their warranty and refund me the cost of my couch and the cost of the extended warranty that was never used due to the fact it takes effect after the manufactured warranty. Please help, I feel taken advantage of!

  

  Business Response

  Date: 02/19/2025

  Case: 22938655 
  
  Customer Name: ****** ******
  Customer#: **********
  
  We appreciate Mrs. ****** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  Mrs. ****** has been informed about the reselection authorized for their sectional so they can receive a new sectional or purchase of their choice. Although we cannot offer a return for refund, this will allow Mrs. ****** to return the sectional and get something new for her family to enjoy.
  
  We would like to extend an apology. 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

  Date:02/06/2025

  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.

  I purchased a sofa From mor furniture With a 4 year extended warranty Which came with 1 year manufactured In august of 2020, Mor furniture does not want to Honor The 4 year Warranty after The Manufacture warranty Expired

  

  Business Response

  Date: 02/10/2025

  Case: 22910252
  
  Customer Name: ***** *****
  Customer #: **********
  
  We would like to extend our sincere appreciation for bringing your concerns to our attention.

  Upon reviewing your purchase history, we can confirm that you made your furniture purchase on 08/11/2020, with delivery taking place on 09/05/2020. As a reminder, all of our furniture comes with a 1-year manufacturers warranty, which begins on the day of delivery.Additionally, you purchased a protection plan through Furniture Care, which is valid for up to 4 years, beginning on the delivery date, per the contract that was signed on the day of purchase.

  According to our records, the protection plan expired on 09/05/2024. Furthermore, we were unable to locate any recent inquiries or communications from Ms. ***** regarding this matter via email, text message, or our customer service department.

  We apologize if there was any confusion or misunderstanding regarding the warranty coverage and appreciate your understanding of our policies. If you have any additional concerns or if theres anything further, we can assist you with, please dont hesitate to reach out.
   
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team

• Initial Complaint

  Date:02/04/2025

  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.

  MOR Furiture lied to my wife and I to purchase a waranty for furniture we purchased. The claim from their sales team was that the waranty covers all damages to any furniture and this is not the case.The MOR corporate office was extremly rude and dismissive along with the store.

  

  Business Response

  Date: 02/10/2025

  Case: 22900140
  
  Customer Name: ******* ****
  Customer#: **********
  
  We appreciate Mr. **** 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 recently spoke with Mr. **** regarding his experience with the claim on his stools. After reviewing the original claim and the account notes, we offered him two options: we could either contact Furniture Care Protection to request a reconsideration of their decision or issue a full refund for the protection plan purchase.
  
  After considering these options, Mr. **** chose to decline reopening the claim and requested the refund instead. We submitted the refund request last week, and the credit has been applied to his financing account.
  
  We would like to extend an apology to the King and ******** 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

• Initial Complaint

  Date:01/27/2025

  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.

  Date of Transaction: 09/2019 Date of Incident: 06/2023 Went to Mor Furniture for Less in the Miramar show room, purchased a little over 11k dollars worth of furniture from the show room with delivery and the 4 year insurance. This was ****eted to us as insurance. We had some issues with our couch AND the dining room set that mind you was very expensive. Called the Miramar store and explained how to go about filing a claim for my pieces that I noticed WERE NOT REAL leather and were told would not wear down and lose their color plus our dining table set are chipping at the leather as well. Im told to call them and explain that I noticed these issues after my last party and my guests pointed out the poor quality that I had not realized was so bad and chipped/losing all of its color + the recliner pieces weren't working properly. I call the insurance line, explained the situation, they denied it all and said that because I noticed it after the party, I cant make the claim on the items at the same time. I noticed them at that time but I did not have the incident date and they used that to deny my claim. Now that the items are almost paid off and the 4 year **** is done, they are completely ruined and chipping around the stitching. called more even tried to ask to speak to a manager about the situation and how they used my scenario to twist my verbiage and was told that it was already denied and that they would not look into it. POOR QUALITY. I SPENT OVER 11K HERE THANK GOD I didn't buy my bedroom set. My couches now recline horribly and always make weird noises/jolt when reclining and I only weight 165lbs. My dining table is also screwed up with chips and all of this was covered under warranty/insurance. My bed set thankfully was fine but my other one was all losing its color but I was so frustrated I didn't even bother filing the claim.

  

  Business Response

  Date: 02/06/2025

  Case: 22861314
  
  Customer Name: **** *****
  Customer#: **********
  
  We appreciate Mrs. ***** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  Mrs. Azabos statement reflects some misunderstanding about coverage under the protection plan. All purchases come with a 1-year manufacturer warranty for defects, and Mrs. ***** also added a 4-year Furniture Care Protection Plan for accidental damage. Claims for defects are handled by Mor Furniture, while accidental damage claims are managed by Furniture Care Protection, each with separate policies and procedures.
  
  Furniture Care Protection requires accidental damage claims to be filed within 5 days of the incident. Multiple damages appearing over time are considered accumulation and are not covered by the plan or the manufacturer warranty. We apologize if this was not clearly communicated at purchase. For more information, please visit ************************************************************************.
  
  The claim submitted in 2023 was reviewed by management, and the denial was upheld. Unfortunately, we cannot accommodate Mrs. ******* request for an in-store credit.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team