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 has 44 locations, listed below.

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• 

  Mor Furniture For Less

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

  
• 

  Mor Furniture For Less

  900 Los Vallecitos Blvd San Marcos, CA 92069-1472

  
• 

  The Bedroom Superstore

  10015 SE Stark St Portland, OR 97216

• 

  The Bedroom Superstore

  10487 SW Cascade Ave Tigard, OR 97223

• 

  The Bedroom Superstore

  8301 S 180th St Kent, WA 98032

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:05/04/2023

  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.

  End of April of 2023, went in store and asked about purchasing a battery pack for a small 2 seat couch. Spoke to the same man that sold me that couch 1 year ago. He knew what couch I was talking about and failed to tell me I needed 2 battery packs in order to get rid of all cords. Sold me one and when I got home I realized when trying to install it that it needed 2. I went out of the country so I didn't return until the first week of May. Since 2 of them was too much money I went to go return and was told I could not return this unused battery. No one ever mentioned the return policy at all to me. And the guy who sold it to me who knew exactly what couch I was in need of the battery for because he was the one who sold it to me. (He recognized me by name too) and he failed to mention I needed 2. So much miscommunication. I have a battery pack that I won't be able to use since I only have one and they are not taking the return. I have bought furniture from them in the past but NEVER again will I step foot in this horrible establishment that does not do fair costumer service.

  

  Business Response

  Date: 05/10/2023

  Case ID: ********
  
  Customer Name: ************
  Customer Code: Unable to locate.
  
  We thank The Ant Family for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with **.
  
  We have contacted The Ant Family multiple times at the number provided and have left several messages, with no response.
  
  We are unable to locate the purchase by name, address, store core,date or phone number. Currently, we are requesting that The Ant Family provide their original invoice, as proof of purchase, for further assistance.
  
  Upon receipt of the original invoice, we will attempt to reach out to the Ant Family again for resolution.
  
  We appreciate Mr. *** for allowing ** to further assist him in his complaint resolution. If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:04/28/2023

  Type:Product 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.

  My husband and I went to the Mor in ********* **, near Day street to purchase a pillow top mattress. We were scammed into the Serta "sleep trial" the salesman told us to try a Serta instead because they offer a 90 day sleep trial if you don't like it you can bring it back for the pillow top or something else you may like. Well 2 weeks in we were both waking up with sore backs, necks and shoulders. My husband called and was told, that we have to sleep on the bed for at least 30 days. So we suffered through 2 more weeks, went back to the store to get the pillow top instead, what we originally wanted, only to be told, that we would forfeit the difference of $760 because the pillowtop was cheaper. They never told us this or else we would have went with the cheaper bed and worked our way up if need be. This also was no where in our contract or anything we signed. The "General ******" *********************** was horrible, nonchalant, no help at all, doesn't care that his salesmen are telling lies or not telling the entire truth to sale a piece of furniture.... All we want for Mor to honor what they told us, delivery the original pillow top we wanted and refund us the difference.

  

  Business Response

  Date: 05/05/2023

  Case ID: ********
  
  Customer Name: *********************
  Customer#: **********
  
  We thank ***************** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  The refund paperwork has been approved in the amount of $807.07 and has been submitted for expedited processing to ***************** finance account. Please allow 1-2 billing cycles (not including weekends or holidays)for the refund to appear on ***************** billing statement.
  
  We appreciate ***************** allowing us to further assist in her complaint resolution. If you have any further questions, please do not hesitate to contact our **************** Department.
  
  
  Sincerely,

  
  MOR Furniture ****************
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 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 would be satisfactory to me.  I will wait for the business to perform the action to refund price difference and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:04/26/2023

  Type:Product 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.

  My wife and I purchased a sectional from Mor in ****** during their black friday promotion about 11/20/22. They said it would take several weeks as this was a custom piece which was no problem. Original ETA was 1/15/23 then it was pushed to Feb, which was okay. We finally received the sectional and it had multiple problems from the zipper not working on one of the cushions to the lining on the bottom being messed and the one half of the sectional's whole base was misaligned so bad that they had to take to their warehouse to fix. I will say that the service tech that was sent out was great and had great customer service, but outside of that this whole experience was terrible. In total we had to have someone come out 5 times to get the sectional fixed and each time we had to block out a 4 hour window to accommodate ***'s continued mistakes, which wasted a ton of our time and money. We agreed to keep the couch if they could fix it as we were told it was discontinued and there was not another model we liked. We were told we would get a $300 refund as that is the amount that would be deducted from the couch if we return it and they sold it at clearance. They were able to fix the couch, but we are still waiting on the refund. After multiple texts & calls, still no refund. Last communication I received was on 4/16 that they did not do it correctly and corporate was emailed to expedite the refund and they would follow up with me on Wednesday 4/19. I texted back a follow up as I still have not received the refund. I am tired of all of the excuses and back and forth. This is extremely unprofessional and a bad way to do business and treat customers. I would just like my $300 refund that we agreed on, this has been going on for several months now and is just ridiculous.

  

  Business Response

  Date: 05/03/2023

  Case ID: ********
  
  Customer Name: *************************
  Customer#: **********
  
  We thank **************** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  The refund paperwork has been approved in the amount of $300.01 and has been submitted for expedited processing. Please allow up to 10 business days (not including weekends or holidays) for the refund to appear on Mr.******* ******************** appreciate Mr. ******* patience. If you have any further questions,please do not hesitate to contact our **************** Department.
  
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 05/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Hopefully the refund is actually processed this time as I was told it would be processed previously and waiting the 10 business days plus but never got it.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:04/19/2023

  Type:Sales and Advertising 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.

  n December of 2022, my husband and I bought two arm chairs, and a floor model sectional from Mor Furniture's location in *****. We opened a Mor credit card account to purchase the furniture interest free for a total of $1905.00. $250 of that was for a protection plan on the furniture and $***** was for the two piece sectional. The sectional broke by the end of February. The beam below the seat snapped in half, so the pull out on the sectional is not usable, and the seat sinks down when it is sat on. We called Furniture Care Protection (the company that provided the protection plan) to try and make a claim. After about a month, we called back, and they said that they had requested an invoice from Mor, but that *** had never sent it. On April 8th, I went in to the ***** store and got the invoice in person, and my husband submitted it to Furniture Care Protection. Today, my husband called again, and Furniture Care Protection said that *** had never sent them our contract showing that we were insured. At this point it has been two months since our $1500 sectional broke (after only two months of use). My credit was impacted by opening the credit card for a sectional that I cannot use, and I have asked for a refund for a total of $1,750.00 (***** for the sectional, and $250 for the protection plan that I have not been able to use due to Mor's negligence). I called and spoke to the corporate office, and they refused to refund me either because the furniture has been in my house or because it was a floor model (I am not sure which; both excuses were offered). All that they offered to do was email the information to Furniture Plus. I shared that my next action would be a formal complaint to the BBB, and they still refused to offer a refund.

  

  Business Response

  Date: 05/05/2023

  Case: 19957181
  
  Customer Name: *******************************-Grand,
  Customer#: **********
  
  It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  ******************************** purchased a AS-IS floor sample living room group in December of 2022. At the end of February, he reported the pull handle for the recliner had broken. Due to the floor sample status of the product, we are unable to service. Please see our warranty exclusions: *********************************************************************
  
  We referred **************************-Grand to the Furniture Care Protection Plan he purchased for repairs. We have contacted Furniture Care Protection and have provided the necessary documentation to offer a reselection on the furniture as the collection has been discontinued and parts are not available.
  

  We thank **************************-Grand for giving us an opportunity to assist with the resolution of his complaint. If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

  MOR Furniture ****************
  Complaint Resolution Team
  **************

  
  

  Customer Answer

  Date: 05/05/2023

  I do not accept this explanation for two reasons. First, it is not simply the pull handle that is broken on the sectional (if that were the case, the item would still be useable, and I would not be complaining). It is the entire beam beneath the seat that has snapped in half. This renders the pullout on the sectional unusable. Furthermore, the protection plan that MOR sold me has not delivered the protection that was promised. I was told that if I submitted a claim, the protection plan would pay for either the repair or replacement of the couch. Since we filed this complaint with the BBB, we have continued to try filing a claim, and have been told on one occasion that MOR still had not issued an invoice to the furniture protection company. When we called back a couple of days later, the protection plan company claimed that their computer system was down and they could not help **. I recognize that MOR is not the protection plan company, but MOR is the company that sold me the protection plan, and as such is responsible for their abject failure to follow through on their commitments. 

  

  Business Response

  Date: 05/18/2023

  Case: 19957181
  
  Customer Name: *******************************-Grand,
  Customer#: **********
  
  It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We have contacted Furniture Care Protection on behalf of **************************-Grand and have provided the necessary documentation to offer a reselection on the furniture. The authorization was granted and ******************************** has taken possession of the new product on May 13th, 2023.
  

  We thank **************************-Grand for giving ** an opportunity to assist with the resolution of his complaint. If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

  MOR Furniture ****************
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 05/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************-grand
  
   
  

• Initial Complaint

  Date:04/19/2023

  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 bed in they installed it improperly I filed a claim with warranty department back n in January of 2023. They have yet to resolve the issue they came to my home seven times took the bed apart and they still havent send me the new parts. They agreed to let me reselect a bed but they have the amount down wrong. I been in contact with them twice a week for the past few months nothing i am sleeping on the floor for two months. At this point i would like my money back I am in the process of moving 150 miles away if they did let me pick a new bed im on April 25th next week.

  

  Business Response

  Date: 04/28/2023

  Case ID: ********
  
  Customer Name: ***************************
  
  We thank ******************* for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  As a result of Furniture Care Protection claim #*******, Mor Furniture was advised to exchange the damaged bedframe. However, the wrong information for the bed was provided to Mor Furniture. When ******************* went to exchange the furniture, she advised the product was not correct.
  
  Mor Furniture went back to Furniture Care Protection to get the correct product authorized for exchange. The new furniture will be delivered on May 4th at this time.
  
  Mor Furniture feels we assisted ******************* to the best of our ability in a timely manner. If you have any further questions, please do not hesitate to contact our **************** Department.
  
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 05/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  they are supposed to be delivering a new bed on May 5 this Thursday so we will see if it is the correct bad.

  I actually went to the store I made a reselection and they gave me the wrong bed.
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:04/07/2023

  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.

  2/11/23 I identified a chair that I liked and asked sales person ****************** about terms for return. I was buying the chair for my ailing mother and thought there was a good chance we could return it. I was told I had 72 hours from time of delivery to decide about return. Then MOR would pick up the chair and I would be charged (pick up) delivery fee of $129.99. There was a president's *** special going on, so I was not charged delivery fee at the time of the purchase. I confirmed with *******, that if I returned the chair, I would be charged the $129.99. *** appeared to have better return terms than other furniture stores I visited so I decided to purchase chair at MOR. Purchased chair on 2/12/2023--see invoice Within the 72 hour window my mom decided the chair was not right for her, so she called to have it returned. MOR scheduled to pick up the chair on 3/4/2023.On 3/2/2023 I called customer service to confirm the amount of the return. I talked to ******************. She said I would be charged 2 delivery fees ($129.99 + tax times 2). I asked her to re-send me the invoice. I called ******* at the local store later that *** and he said ******* was incorrect, I would only be charged one delivery fee. He even said "two delivery fees would be very high!" He told me he would talk to his manager and call me back. He may have tried to call me, but my voicemail was full.3/4/23 - MOR picked up the chair 3/17/23 - I hadn't received the credit yet so I used the text app to text MOR furniture. Once again I asked about the credit, and in a text from ************ MOR confirmed I would be charged $129.99 (plus tax).3/24/23 - I texted MOR about the credit as I still didn't see it. They informed me that it was issued on 3/17/23. I looked at my card statement again and the credit was issued--less two delivery fees of $129.99 plus tax ( total of $275.58). Desired outcome is 1) refund of $137.79 and 2) that Salespeople at MOR clearly explain return policy to customers.

  

  Business Response

  Date: 04/28/2023

  Case ID: ********
  
  Customer Name: ***********************
  
  We appreciate ******************* bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  Delivery fees shown on the invoice were removed from the cost of the furniture and redistributed to the delivery field to pay our drivers. We are very sorry for the inconvenience or misunderstanding communicated to ******************. We have issued credit to ******************* in the amount of $129.99 +applicable taxes back to the original method of payment.
  

  If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:04/04/2023

  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.

  I purchased an electronic recliner 1 month ago on March 3rd and last week the charge stopped working and would no longer charge. After calling customer service they refused to allow me to return the chair and said a technician needs to come out next month to review it since they only have a 3 day return policy which is unheard of around *******************.

  

  Business Response

  Date: 04/17/2023

  Case ID: ******** 
  
  Customer Name: *******************************
  Customer#: **********
  
  We appreciate ******************** bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  ******************** purchased a recliner, and had it delivered March 3rd. Upon delivery on March 3rd everything worked fine. On April 4th ******************** reported some power issues with the recliner.Our return policy is 72 hours after receipt of the product. Please see our return policy here: ***********************************************
  

  We set up a service appointment for the next time we are in his area, May 4th, to inspect the recliner as ******************** is out of our local service area. We also had the vendor contact the customer to provide some trouble shooting information to assist prior to the scheduled service.
  

  Our warranty policy states: Approved warranty claims will be assessed for repair, partial replacement, part replacement, or full replacement at Mor Furnitures discretion. Please see our warranty policy here: *********************************************************************
  
  Mor Furniture feels we have assisted ******************** to the best of our ability. We are unable to offer a return on the item as our return policy is only 72 hours from receipt. Please see our return policy here: ***********************************************
  If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

  MOR Furniture ****************
  Complaint Resolution Team
  

  **************

  Customer Answer

  Date: 04/17/2023

  This is an unacceptable response and a clear indicator of their terrible service. 

  

  Business Response

  Date: 04/19/2023

  Case ID:  ********
  
  Customer Name: *******************************
  Customer#: **********
  
  We appreciate ******************** bringing this to our attention.
  
  We were able to move up his service date to April 27th due to cancellations in the route. During this service appointment we will inspect for defects and assess for repair, partial replacement, part replacement,or full replacement at Mor Furnitures discretion.
  If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:04/01/2023

  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.

  I bought a new couch from this store less then 6 months ago. It should still be under the manufacters warranty. It is an electric couch that has two recliners on each end. One of the electric cords that run the recliner on the right side has a short in it and it stopped working. I have called into the customer service number three times to get a new one. Each time I am told they will send me an email for me to send pictures of the couch. The email says we will get back in touch with you once we get the pictures. I have done this three times and after I send back the pictures no one every calls me back. All I need is a new electrical pluc for the right recliner of my couch. How hard is it to order one. I have never had such a terrible experience in my life.

  

  Business Response

  Date: 04/19/2023

  Case ID: ********
  
  Customer Name: ***************************
  Customer#: **********
  
  We appreciate *************** bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  *************** purchased a reclining sofa, and had it delivered December 2022. *************** reported some electrical issues in February 2023. At that time, we requested pictures of the defect to determine the next steps. However, pictures were not received until April 2023. We currently have an open parts order for *************** with the vendor for the parts needed to repair the product.
  

  Our warranty states: Approved warranty claims will be assessed for repair, partial replacement, part replacement, or full replacement at Mor Furnitures discretion.
  Please see our warranty policy here: *********************************************************************
  

  We will contact *************** about installation once the parts have arrived. Mor Furniture feels we have assisted *************** to the best of our ability under her warranty. If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:03/28/2023

  Type:Product 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 need a manager to review this situation. This is being filed as I have requested multiple calls and tried communicating with the business and they have since ghosted my wife and I and only issued a partial refund for an item we did not receive. The couch was never delivered to my home and I was refunded but charged a delivery fee. How can I be charged a delivery fee when 1. **** personally advised my wife and I that the couch would be delivered in multiple boxes. It may be a knowledge gap but the couch was delivered as one piece (123 inches long) which did not fit in our home.2. The promotional Presidents Day sale included free delivery. How will you not refund me my full order when the delivery cost was free? Why did Kash line item reduce the delivery fee from the system as a discount? Is this a normal business practice?3. When I called after the couch was unable to fit through our door due to the lack of transparency and forward communication, I was promised by the agent I spoke with on March 21st around 11am that I would receive a refund in full. Check your call notes. Nothing about a reduced refund was advised.4. I have been in email communications with *********************** and they completely ghosted me after bringing up this concern. They never responded to multiple requests for clarification.5. I have tried calling the store since Tuesday, March 21st and keep getting advised that the customer contact center is closed.Order number is 03113FAJLJJ. Seeking my full refund and I would consider this matter resolved. Regards, *********************

  

  Business Response

  Date: 04/03/2023

  Case ID: ******** 
  
  Customer Name: *********************
  Customer#: **********
  
  We appreciate **************** bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  Please know our delivery fees are nonrefundable and funds are retained for services rendered regardless of the promotion at the time of sale. We have processed the refund for delivery fees as per ****************** request in the amount of $261.20 back to the American Express Card on file. Refunds take 10 business days not including weekends or holidays.
  

  If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

  MOR Furniture ****************
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 04/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:03/27/2023

  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.

  I bought my couch from Mor Furniture in 2021. When I bought my couch, I was promised that whatever damage happened to my couch, it would be covered as long as its under warranty.I filed a claim since 2022 for damages to couch. They said they had to order replacement fabric which I waited 6 months for. I never got an update from the company during this time, I always had to keep calling for a status update. I was never given any tracking information when the item finally arrived.THEN I needed to call them back to schedule for a tech to come over to do the actual repair. I scheduled 2 months in advance for a tech service and then a few days before they were scheduled, they had to cancel because they could not come at the scheduled time.So I scheduled again and their next available appointment was after a month. I made that schedule. BUT days before the appointment, they had to cancel again because they could not make that time slot.I offered several dates of availability and instead of taking that into consideration, they responded with dates on which I work. Then they would email me saying that they need a response from me in order to schedule an appointment! Ive constantly reached out to their customer service to speak with someone to hold their services accountable and find a solution to have my couch repaired.Everyone I talk to does not have an answer. I am constantly put on hold and transferred with several phone calls lasting ***** min without resolution.I have yet to hear from anyone who can prioritize and ensure the repairs of my couch. I am directing my issues with Mor Furniture because I bought my couch from them and they network with these warranty providers and furniture techs who make the repairs. If the quality of your services are not guaranteed for what I paid for then I would have never bought anything from you

  

  Business Response

  Date: 04/03/2023

  Case ID: ********
  
  Customer Name: *****************************
  Customer#: **********
  
  We appreciate ******************* bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  ******************* filed a claim with Furniture Care Protection (our third-party protection company) in October for seat covers for her loveseat as she was outside the vendor s warranty period of 1 year. We placed the parts order with the vendor at that time. ******************* was advised by Furniture Care Protection that parts may take between ***** weeks for arrival.  This is because we must order parts directly from the vendor as needed and have no control over production or shipment of parts by the vendor.
  
  Parts were shipped to ******************* on January 11th via Fed Ex tracking number ************. Delivered January 13th. Proof of delivery attached.
  
  In the attached letter Furniture Care Protection advised ******************* that if she needed any help with installation she would need to contact them for installation. Please find this letter of notification to the customer attached.
  

  We apologize that the service date had changed as appointments are subject to change as stops may be added or rescheduled to meet the demand of service required. We have confirmed that Furniture Care Protection has sent another request for service and ******************* should be contacted by the technician within a reasonable period. Unfortunately, there are no refunds on this kind of claim.
  

  If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

  MOR Furniture ****************
  Complaint Resolution Team
  **************