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

  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:02/20/2023

  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.

  Bought a chair that was supposed to have a 72 hour return policy that store is now saying this chair does not qualify for that return because it was a floor model, but there was no discussion or documentation given our discussed that if we were not satisfied that we were stuck with it

  

  Business Response

  Date: 03/13/2023

  Case: 19437967
  
  Customer Name: ***********************
  Customer#: **********
  
  It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  On February 19th **************** picked up a floor sample massage chair. **************** reported some problems with the massage chair purchased. On February 20th. We attempted to advise **************** that floor samples do not qualify for 72-hour returns. Please see our return policy here: ***********************************************
  
  After further discussion with **************** and the General Manager we agreed to allow **************** to return the massage chair for store credit. *************** was able to reselect another product of his choosing.
  If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

  MOR Furniture ****************

• Initial Complaint

  Date:02/18/2023

  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.

  Purchase Price $5,352.18 on 10/18/22 with free delivery. Exchanged 1 damaged chair on 10/20/22. I was charged for an Exchange of a damaged chair of $109.42 which should have been $0 for an even exchange. My new total price $5,461.60. Return Date 10/28/22, Return Credit $5,089.93. I Returned Everything minus $19.99 mattress protector. My Balance of $371.67 on my Mor Synchrony credit card.I originally purchased a dining table, bench, 5 chairs, 2 counter stools, full size bed, mattress, mattress protector, 1 night stand, and a dresser with mirror. Everything I purchased when delivered had something wrong with it whether it was cracks, chips, paint drip marks, and the list can go on. I called Mor furniture to return everything, as I was beyond disappointed in what I received. They advised me I needed to contact their customer service via text regarding any issues I had. I did and they advised me to send pictures of the damages, and they then sent a service tech. to review the damages as well. The service manager called me and told me that all of the damages I found were justifiable and that if they can exchange everything instead of returning everything. I agreed and advised the service manager to review all of the furniture prior to delivering it to me as I didnt want to go through the same issue again. The delivery drivers came to my home and asked if we could go outside to review everything prior to bringing it in because they said everything looks worse then what I have and they didnt want to unload it and reload it again. I then called my local store and told them that I am done with this and just want to return everything! I gave the exchange route a chance and it didnt work out. He advised me that they do not have a warehouse for me to return everything to and that I needed to contact customer service once again via text to process the return. I advised customer service of what the salesman told me and they scheduled a pick up for everything. I was given free delivery and am now Im being charged for it.

  

  Business Response

  Date: 03/06/2023

  Case: 19429288
  
  Customer Name: *********************************
  Customer#: **********
  
  It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We would like to offer ********************* a refund in the amount of $349.99 due to the free delivery promotion at the time of purchase. This will be processed to the finance account within 2-3 billing cycles.
  
  The other issue we want to address is the cost for the chair at $109.41. This is for one original chair delivered on 10/22/22. This was the original delivery for the chair & not the exchange. All exchanges are internal & do not get submitted for payment to the finance company.
  

  Both invoices have been included for your records. If you have any further questions, please do not hesitate to contact our **************** Department.
  Sincerely,
  

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

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

  Customer Answer

  Date: 03/06/2023

  
  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:02/15/2023

  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.

  Purchased a bed from a Mor Furniture store in OR. I chose to pick up the bed as I live in WA and wanted to avoid delivery fees and sales tax. When the bed finally arrived, I picked it up from the warehouse and brought it home. I unpacked it from the boxes and found damage to the headboard and footboard. I contacted MOR about it and they said I could exchange the damaged pieces or take a 10% discount (even though the bed was already paid for) and the warranty would be void. I chose an exchange. I again went to the warehouse when the replacement pieces were in. I got the new pieces home and the headboard had damage. I reported it to them and they offered the same thing. I asked if I could have it delivered since this is the 2nd exchange. They said yes and that it would be $59.99+tax to deliver the new pieces. I confirmed that price and agreed. When the payment center called, they took my info, but a feeling had me ask the charge. They said $99....Taxes aren't that high. I then went back to MOR and was told they are taxing the replacement piece. I then asked for an Itemized price list to confirm they weren't taxing the whole bed. The headboard is $299. Even combined, the delivery and piece ($360) would not have $40 in taxes (thats more than 10%). It feels like a take it or leave it scam.Very nice in store and in your face, but the system behind it feels like a lot of misleading without genuine accountability. I could just get the piece myself, but it costs me $70, and the borrowing of a friend's time and energy, each time to do so.

  

  Business Response

  Date: 02/15/2023

  Case: 19407844
  
  Customer Name: *******************
  Customer#: **********
  
  We are very sorry for an inconvenience **************** experienced with his purchase. It is always our goal to ensure that all our valued customers have a positive experience with **.
  
  Mor Furniture has authorized the removal of taxes, required by the *******************, for delivering across state lines and **************** has agreed to pay the delivery fee of $59.99.
  
  Certainly, we will utilize ****************** feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

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

  Customer Answer

  Date: 02/15/2023

  
  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:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the lift chair on July 6,2022. The amount was $1395. Order number is: 07062GBZPRC.Approximately 3-4 weeks ago the chair failed to work. The leg support would not rise as it should. Due to an injury my wife is confined to to a power lift recliner with a full leg brace. I called multiple times to get help, finally they wanted pictures and later scheduled a tech person to evaluate the chair. This process took 10 days and then3 more days to repair the chair by replacing the entire mechanism, due to 2 bends in the frame. In the meantime I had to purchase another chair because my wife had to be in one. A cost of over $1600. I kept strssing this was an urgent matter, which they did not consider. I asked to have the chair refunded. They said repair or replace. They did repair . My concern is why a 6 month old chair should bend and will new parts due the same. plus now we have an extra chair due to their delay with poor service. I would like a refund and i pick up the chair.

  

  Business Response

  Date: 02/15/2023

  Case: 19347619
  
  Customer Name: ***************************
  Customer#: **********
  
  We are very sorry for an inconvenience Mr. and ***************** experienced with their purchase. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  **************** purchased a floor sample lift chair in July 2022. He reported the chair had stopped working on January 24th, 2023. We offered a courtesy in home service on January 28th, 2023. We determined there was an issue with the mechanism and picked up the chair to replace the defective mechanism the same day.
  
  Under contract with our vendor, we must attempt repair prior to replacing the item. The chair was redelivered to the customer on February ********. All in a timely fashion as normal turnaround time for in shop repairs is **** days depending on the repair.
  
  The item is still under warranty, and we are happy to offer *************** an exchange for the chair since he is still reporting issues. We hope in replacing the chair for factory new item this will reassure **************** of the quality of the chair.
  If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

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

• Initial Complaint

  Date:01/30/2023

  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.

  Bought a sofa bed couch from them just over a year ago. Bed kept coming detached from the frame. Had someone come out to fix it twice. Still happening so third time they took it to the shop to fix. By the time we used it again and it broke for the 4th time, it was out of warranty. Given it had been an ongoing issue *** should still be responsible to fix the issue. *** has just brushed me off and not taken any responsibility for the fact they did not truly fix the problem the first three times while it was still under warranty.

  

  Business Response

  Date: 02/15/2023

  Case: 18953901
  
  Customer Name: *****************************
  Customer#: **********
  
  It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We have spoken to ******************* to advise we are working with the vendor directly for return authorization on the sofa sleeper in question. Once the return authorization has been received, we will be able to assist ******************* with an exchange.
  

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

  Sincerely,
  

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

  Customer Answer

  Date: 02/15/2023

  I am only rejecting this response pending the completion of this exchange.  To date (2/15/23) it has not been confirmed that the manufacturer will authorize the exchange.  If they do, and I am able to exchange the couch, the matter will be closed.  If they do not authorize the exchange Mor Furniture will need to come up with another option.

  

  Business Response

  Date: 03/06/2023

  Case: 18953901.2
  
  Customer Name: *****************************
  Customer#: **********
  
  It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We have spoken to ******************* to advise we are working with the vendor directly for return authorization for repair on the sofa sleeper in question.
  
  The vendor & customer have agreed to allow a repair of the sleeper to factory specs and has picked up the sleeper for repair. The sleeper will be returned to ******************* within a few days of the vendor repair.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  

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

  Customer Answer

  Date: 03/11/2023

  
  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:01/14/2023

  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 4 dining room chairs March 2022. I have the receipts. It took weeks for them to come and then I was in ** with myself and my daughter over the summer. We did not use the chairs until fall 2021. The chairs were loose from the day we got them. They didnt set them up tightening the screws Maybe??? I had started calling, but was getting nowhere. I tried to get them returned and exchanged. I tried to get more furniture to come look at the chairs. I tried having the warranty folks come and look at it. Nobody would look at it in December 2021, I fell down, not on the chairs, but I was bedridden for the next 6 to 7 months. Upon resuming mobility, I started calling more again to re-open the ticket to exchange these chairs. Im sure if you look at my name there are several months of notes in there. I have been hung up on. I have been driven in circles to the point that I filed a complaint with the management, the corporation, and now the BBB. All I want is for them to come and look at these chairs whoever delivered them, did not set them up properly and I paid to have them do that. I want all of my money back and for them to take these chairs back they are hazard for my daughter were not even using the chairs. I spent about $700 and we got a good two months out of the chairs before they were completely to list to even sit on. During the calls and me, trying to submit a claim, you could not see that the chairs were loose to sit on. I tried all kinds of things to take these chairs apart but I again paid for them to do that, and so I dont know how to. The chairs looked fine in the picture. Therefore, nobody would help me. When you sit on the chair, you almost fall off but the chairs look fine in the picture. I have attached the case number you can see all the notes from all the calls and basically know no one doing anything.

  

  Business Response

  Date: 02/01/2023

  Case: 18812184
  
  Customer Name: *****************
  Customer#: **********
  
  
  I would like to extend an apology to ************* for the experience with the dining chairs delivered on April 14,2021. Certainly, we will utilize the customers feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  ************ texted our virtual team on April 10,2021 that there was a problem with the bed she received on April 1,2021, as a handle had broken. An exchange on the defective item was completed on May 10th with continued communication with ************* through July 2022. The defect on the chairs was never brought to our attention, by *************, during this time.
  
  On October 13, 2022, we received an email from ************* that she was having an issue with the dining chairs. She was advised that the items were now outside the manufacturers 1 year warranty period and we referred her to 3rd party repair company to further assist with repairs.
  

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

  Sincerely,
  

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

  Customer Answer

  Date: 02/01/2023

  The bed was a different order number 1. 
  

  These chairs have been faulty since day 1. There are months of emails back and forth I have them and can forward them. Are you saying you are ok with complying with your policy even though the furniture was not properly setup, which may cause possible injuries? Every entity has the discretion to break a policy. In this circumstance I believe you know I have been bamboozled because of the months of back and forth and no one actually helping me. At one point I just asked you guys to come get these chairs and refund me or give me half, I dont care. But I spent $700 on chairs nobody can use, I dont care what time policy is in place. Any credible furniture store would use their discretion aBed follow up on such a complaint. 
  

  Maybe I misunderstood your value of being the best value and best price. I couldnt went to Bug Lits and got s***** chairs that dont fall apart for a quarter of the price. I came to you because clearly you guys had won be over previously. You arent doing a good job of keeping me now. 
  

  so your saying you value your policy over customer safety, retention , tenure, and loyalty? 

  

  Business Response

  Date: 02/07/2023

  Case: 18812184.2
  
  Customer Name: *****************
  Customer#: **********
  
  It is always our goal to ensure that all our valued customers have a positive experience with us.
  

  We have spoken to ************* who has accepted our offer to exchange the 4 chairs.  
  

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

  Sincerely,
  

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

• Initial Complaint

  Date:01/11/2023

  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.

  September of 2021 I purchased sofas from mor furniture in Murrieta. I informed the salesman I was looking to be finance. He said not to worry that they had a few companies they work with and that for sure one of them would finance me. Synchrony finance me interest free for 24 months. I attached a screenshot of the store computer showing I was indeed finance for 24 months no interest. He also informed me that I didn't have to worry about making any payments until I receive all my furniture. November 2021 I finally received my furniture. This is when the problems started. My love sofa arrived broken. They sent guys twice to attempt to fix it. The last guy informed me that the store had issues with this particular piece and all he can do was MacGyver it. I felt I had no choice. I didn't want to deal with customer service anymore. My second biggest problem I have encountered now and needs to be rectified ASAP is the salesman made a mistake! He inputted the wrong finance month in the computer. You can see in the screenshot provided he input Jan 2023. That is not 24 months finance from date of purchase. Mind you I was told finance 24 months from date of delivery. I received my statement from synchrony in December 2022 stating my interest free finance would expired January 2023? it has only been a year and 1 month. Any one can do the math here! Synchrony sent my new statement for this month and I see they charged me basically $1,000 of defer interest and would add 29.99% APR every month after. This is my last resort. I already tried calling customer service, corporate, and I keep getting referred back to the store where all I am told nothing can be done. That it's my fault I signed. That they are sorry I didn't understand two years doesn't mean two years. I was belittle and told every year comes around in January. How does that make sense to be told finance 24 months. They don't want to accept a mistake was done on their behalf and correct it. Total liars and scammers.

  

  Business Response

  Date: 01/25/2023

  Case: 18724594
  
  Customer
  Name: Haydee *********
  Customer#: **********
  
  
  I would like to extend an apology to Mrs. ********* for the
  experience with the Finance company, Synchrony Bank. Certainly, we will utilize
  the customer’s feedback to make improvements and adjustments going forward to
  ensure all customers have a pleasurable transaction with us.
  
  Mrs.
  ********* made a purchase in September 2021. The finance promotion at the time
  was no payments until January 2023. The finance terms shown in the picture included
  in her report show just that. While we do not submit for payment to the finance
  company until after the product is received the finance promotion begins from
  the date of purchase.
  
  We
  have included a signed copy of the sales invoice showing Mrs. *********’s
  acceptance of the finance promotion in writing.
  If you have any further questions, please do
  not hesitate to contact our Customer Service Department.
  

  Sincerely,
  

  MOR Furniture Customer Service
  Complaint Resolution Team
  1-866-466-7435

• Initial Complaint

  Date:01/04/2023

  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.

  My father purchased a lift chair on 2/28/2022. The first part of November when he was lifting foot rest he heard a pop and chair would not work anymore. We were directed to call ********* at ********** which I did. After talking with ****** we received a new control for chair which made no difference. I called numerous times in December and was left one message saying that a tech hadnt let her know anything which no tech has called or come out. I called again today and she told me she couldnt help with the problem that I needed to contact the store. I went in to let them know and talked to them a little later and was told they couldnt help. We have a lift chair now less than a year old that is worthless for my 92 year old dad that needs to elevate his feet.

  

  Business Response

  Date: 01/19/2023

  Case: 18684397
  
  Customer Name: *****************************
  Customer#: **********
  
  
  I would like to extend an apology to *************** and her father for the experience with our third-party vendor, Moto Motion. Certainly,we will utilize the customers feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  *************** placed a warranty claim with the vendor who sent replacement parts. Unfortunately, the replacement parts did not resolve the issue she was having for the lift chair. Sometime had lapsed, and ************** did not hear back from the vendor. This led *************** to file a claim with the BBB.
  
  After speaking with ***************, she has agreed to allow a Mor Furniture service technician to inspect the chair on January 19th to expedite the resolution of ***************** claim. Once the service is complete, we can move forward with repair or replacement as needed.

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

  Sincerely,
  

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

• Initial Complaint

  Date:12/14/2022

  Type:Order 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 bedroom and living room furniture, they are expensive and abusive. I was paying my bills on time and I finish all my payments, but they keep sending me a bill with late fees. Mor furiture and ******* keep sending me bills. I called ******* to ask what was the bill for and and they said I was not in their system. then I had to go to my bank and close my account. ******* then send me a letter that says they can't take money from my account and also called me. I talked to them and told them that they said I was not in their system and then they said they work with mor furniture that's why they were taking money from my account. They really gave me headache. I know I finish my payments but they never stop sending me a bill.

  

  Business Response

  Date: 01/03/2023

  Case ID# ******** 
  
  Customer Name: ***************************
  Customer#: **********
  
  First, we would like to apologize to the ******** Family for the problems with their MOR Furniture for Less Credit Card account financed with ******* & ****************** It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  The ******** Family made a purchase in 2017. A bedroom set that was financed with ***************** &a Living room set financed with *******, both a third party entity. MOR Furniture for Less is not responsible for the billing and collections of accounts not in compliance with the terms of the financing.
  
  We hold no finance account payments or billing records for the customer as this is personal and private information only visible to the finance companies. If the customer has a delinquency on the account, we must refer the customer back to the finance company for resolution. If there are any discrepancies, we are happy to work as a mediator to find the discrepancy and work with the creditor to update the account.
  
  We have had our finance reconciliation team investigate the customers finance account and was able to see there is no balance due at this time. We ask The ******** to contact the financier, ******* at ************** and ***************** at ************** with any further questions regarding the collections status of her account.
  

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

  Sincerely,
  

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

• Initial Complaint

  Date:12/01/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered furniture on May 29that1100 *********************************************************************************************** store with ***************************. We selected furniture based on the in-store display. Furniture ordered: 2 queen ********************** sets + 1 night stand, 1 dinning table with 6 chairs and bench and 2 queen ************* spent over $8000 for beds, mattresses and dinning sets. All the furniture arrived after wait of four weeks , however none of the furniture looked brand new, each and every furniture had dents in it, chest drawer not closing up properly, bed rails wood chipped out and cracks in it. The circle of communication started with customer service, they weren't helpful at all. We had to go back to the store, spoke to the store manager, ********* and after numerous chains of email with ********** and customer service, they agreed to exchange the dinning sets, we went back to the store and picked another set. However for the beds, chest drawers and night stands, they said they couldn't do the exchange but would replace the damaged parts/ or replace the set, which we agreed upon.They said they would reach out to us once they have the item on the stock. First they sent bed rails, it was a different colored rails, open boxed. who would do that? did we just buy used furniture? Another week they delivered right color bed rails, this time it is dented and chipped again. We call and text customer service about the issue, they dismissed us and said that we can't do another replacement. Is it our fault that they delivered damaged items, unpacked item , what kind of business does that to their customer? And again, we are expecting brand new furniture, we paid for that and still paying. They then did delivery of bed headboards and chest drawers, which was damaged , chipped and open boxed. But the night stands was missing from the delivery We didn't accept the delivery this time. Upon customer service inquiry , I told explained them the issue, and strictly told them that furniture needs to be inspected and packed before they are delivery. They made the final delivery last week, this time all packed and looked new without dents, however, one of the bed headboards didn't properly fit the rail, installation guys tried their best but the headboard was still unstable, it didn't lock in properly and it is same bed rails that was replaced with the dents that I explained above. Upon reaching out to customer service , they again dismissed us saying they can't replace neither the headboard or the rails, and they can't replace the night stands. And now we are stuck with unstable headboard that shakes with slightest touch, forget about sleeping on it. It has been very horrendous and tiring experience for us. Mor's furniture, make sure check your logs of complaint, you can see numerous email conversation and pictures of damaged furniture from our end.

  

  Business Response

  Date: 12/23/2022

  Case ID# ********  
  
  Customer Name: ***********************/*************************
  Customer#: **********
  
  I would like to extend an apology to the ***** Family for the experience. Certainly, we will utilize the customers feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  We have attempted multiple deliveries to the ***** Family.Each time there were complaints of minor dings or chips in the product. Our delivery policy is to unbox, inspect & assemble each item prior to the actual delivery. When the product is loaded into the delivery trucks, they are covered with moving blankets to avoid damage. However, we know there may be a small margin of error in which the items may become damaged during transportation. The furniture is not used by any means as the claim mentions. We have exchanged the items to the customers satisfaction with the exception of the side rails.
  
  When we inquired about replacing the siderails again, it was brought to our attention by our service tech, when attempting to repair that he witnessed children jumping on the bed. This is the reason we have refused additional service or replacement. We believe this is why the side rails have become damaged & not sitting right with the headboard.   
  
  Should you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  

  MOR Furniture ****************
  

  Complaint Resolution Team