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:11/18/2022

  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 chair with extended warranty in the spring of 2021. The chair broke on 11-06-22 and I spent I spoke with the warranty ***** For 4 straight days to get it repaired. Each day I was told someone would call within 24 hours and a repair person would be out within 3-5 days. No one ever called. I eventually received a text with a repair date three and a half weeks away. I was also told that since I have a mm medical condition that requires me to sleep in the chair (not possible now that it is broken) that someone would call with an expedited repair date. That also did not happen. I have been thru considerable physical challenge due to the failure to follow up and repair in a reasonable time frame. They still have never returned a call. I wish they warned you of the disregard before they sell you the warranty. I have been in the dr.'s almost everyday due to the failure to repair or replace in a reasonable time frame.

  

  Business Response

  Date: 12/07/2022

  Case ID# ********   
  
  Customer Name: *********************
  Customer#: **********
  
  I would like to extend an apology to ************** 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.
  
  Please know that recliners are not intended for sleeping which may have been the cause of **************** claim. If there is a medical condition in which ************** needs to be sleeping in an upright position our recommendation is to purchase an adjustable base for his mattress.
  
  ************** had a recliner delivered 05-MAY-2021. He reported complications after the manufactures 1 year warranty. On 07-NOV-2022 Mor Furniture referred him to Furniture Care Protection (FCP) for extended warranty coverage on the recliner. On 09-NOV-2022 they advised they would be sending a technician out on 11/30. The report came back on 02-DEC-2022 that the technician discovered a bad reclining mechanism. Which was replaced, tested,and confirmed as working at the time the technician left.  
  
  We appreciate **************** patience and understanding while his claim (*******) was in progress &complete. Should you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:11/16/2022

  Type:Customer Service 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 September 17, 2022, I went into the office and spoke with receptionist who stated the table will not be in until November 20th, 2022. I advised her I would be in and would like to have my money returned to me. Once in the office, I spoke with ************************* who advised me that he had a cancellation in ******* **********. Table was delivered on September 21, 2021. October 14, 2022, I went back into the office and spoke to ************** providing him picture of the damage of the table and asked if they could repear it. He stated, " no I will give you a new table" ************** stated, " I will call you by Wednesday of next week and let you know which day they will pick up the damaged table and bring you a new one".

  

  Business Response

  Date: 11/30/2022

  Case ID# ********  
  
  Customer Name: ***************************
  Customer#: **********
  
  I would like to extend an apology to ************* 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.
  
  ************* had a dining table delivered in September. The quality was not up to par for ************* due to some excessive distressing due to the style of table. We offered to exchange the table for her and estimated the arrival mid-November.
  
  However, due to current supply chain issues, the table has had a production delay at the manufacturer. We now estimate arrival mid-January. We have discussed this with ************* and at this time she is willing to wait for the new product to arrive to complete the exchange.
  
  We appreciate *************** patience and understanding while we wait for the table to arrive.
  Should you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:11/14/2022

  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.

  I went to Mor furniture on 11/9/22. I purchased a bedroom set and 2 mattresses. I fully disclosed the urgency for the furniture delivery since I was getting rid of my current bedroom set and needed at least the mattresses to sleep on. I was advised in Murietta had the 2 night stands, dresser and mattresses in stock. And that delivery in the bed frame would be before Christmas. My husband and me paid cash. We were told that the delivery date would be on Sunday the 13th between 9-1 pm. We left, then realized we wanted to go back to look for a rug for the living room. Upon walking back into the store the sales associate informed us his apologies and said that the delivery date was pushed to Monday. And informed us that we can at least grab the mattresses and the rest can be delivered. We agreed this was a solution rather than sleeping in the floor. My husband went on Friday 11/11 to the murietta location to pick up the two mattresses and box springs. The lady said the delivery for the two night stands and dresser are still set for Monday 11/14between 9-1 pm. Then we received texts stating that pick up for remaining furniture is ready to be picked up. When my husband called they informed him that the delivery was cancelled and put as pick up. They then put him down for Thursdays 11/17.I was pretty upset that we just got notification of this after we already confirmed delivery via text and through the sales associates.I called and spoke with a woman who said she is just a middle man and would set us up for delivery. I stated my husband just called and spoke with a woman who set us up for Thursday delivery 10 minutes ago. She said that was never set up. I then went on that I took work off and moved my schedule around to make sure to make this appointment work. And they cancel on their end. She informed me she will have the warehouse manager call me back. They called my husband and said Wed 11/16 is the best they can do. They dont value costumers or our time schedules.

  

  Business Response

  Date: 12/07/2022

  Case ID# ******** 
  
  Customer Name: *********************
  Customer#: **********
  
  I would like to extend an apology to ************** 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.
  
  ************** made a purchase on 11/9/22. He requested to pick up the mattresses in stock due to his timeline. When ************** arrived at the warehouse on 11/11/22 to pick up the mattresses the agent changed the order to pick up. Unknowing that ************** was not taking the other items on the order for delivery.
  

  We are happy to offer a refund of delivery fees, in the amount of $377.11 including applicable taxes due to the confusion on the order. This will apply to the method of payment within 10 business days.We hope this will be an acceptable resolution to ************** request for compensation for his time & trouble.
  

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

  Sincerely,
  

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

• Initial Complaint

  Date:11/02/2022

  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 sectional, chair and ottoman from Mor furniture on august 2020 which wasnt delivered until September 2020 for about $2,000 We even obtained the extended warranty after ******* made the claim it covered damage, stains and defects. Well fast forward to now and after noticing some damage and stains we contacted the extended warranty and was denied my claim due to them not covering stains. It seems they push this extended warranty in order to obtain quotas knowing full well its useless and everyone gets a denial. All I want is a replacement of my sectional or a full refund

  

  Business Response

  Date: 11/16/2022

  Case ID# ******** 
  
  Customer Name: ***********************
  Customer#: **********
  
  I would like to extend an apology to ****************** 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.
  
  ****************** has reported customer caused stains to the sectional set delivered 28-JUL-2020. This is outside of the manufacturers 1 year warranty. We kindly invite you to review our warranty policy at: https://www.morfurniture.com/furniture-warranty
  

  ****************** purchased the Furniture *********************** Plan and filed a claim which was denied due to accumulation.This is when more than one damage is present over time and not reported individually. I have attached the *** contract for your review. Accumulation is described in the area of Important Exclusions section #8 and sections #** & #** regarding stains.
  

  We have offered to replace the seat coverings for the sectional & the ottoman, as well as order new accent pillows at the manufacturers cost so that he can enjoy is sectional for years to come. We hope this will be an acceptable resolution to ****************** request for replacement.
  

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

  Sincerely,
  

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

  Customer Answer

  Date: 11/16/2022

  while I appreciate the replacements I dont feel I should have to pay for an insurance plan I was told covered everything except pet damage. Some retraining to the reps about what the insurance actually covers is definitely in the cards. I am disappointed in knowing the sectional I bought is now unusable 

  

  Business Response

  Date: 12/07/2022

  Case ID# ********** 
  Customer Name: ***********************
  Customer#: **********
  
  I would like to extend an apology to ****************** 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 made several attempts to contact ******************, but he will not return our calls. We have been communicating via email with ****************** in regard to his claim. He is aware his claim was denied due to accumulation.Accumulation is described in Important Exclusions section #8 and sections #** & #** regarding stains. Also, in the section on How to file a claim it clearly states you must report each incident within 5 days of occurrence.
  

  We have offered what we felt was a courtesy resolution by ordering the requested parts needed free of charge to complete his claim. Currently our only recourse is to offer a refund of the contract amount for $185.61 so he may seek outside service for repairs or cleaning.
  
  Once this refund has been complete ****************** will no longer have any coverage on the furniture purchased in the event of further damage,caused by the customer.
  
  We hope this will be an acceptable resolution to ****************** request. As replacement was denied due to ****************** negligence to report each incident in a timely manner.
  Should you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

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

• Initial Complaint

  Date:10/18/2022

  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.

  Made a purchase on August 6, 2022, delivery August 13,2022. Issues with delivery the guy had to bounce on it with his knee to get it into place and then remove the metal pieces and bang it back to shape. There were issues with multiple pieces of the couch. We scheduled a redelivery again same issues they sent a tech out he advised the new items mechanisms were bad and to replace I was told 6 weeks but was not happy with that time frame so they offered new delivery of the two items. 3rd delivery had to get pushed back due to illnesses and local fire almost had to evacuate. The male worker at the warehouse ******* was very rude. I was told from customer service after I was delivered working furniture then we would talk compensation. In total I have tried to reach a customer service *************************** twice for my compensation and was promised they would contact me. I still have not received compensation or a call from the supervisor.Prior to the first redelivery I was told they would credit me 10% of one item and I had to keep it defective. I was not ok with getting 10% of one item when the couch, tax and delivery fee was over $2,000. *** sends out more money off just for a survey. Very bad customer service but quick to take your money! Beware! I used to purchase all of my furniture here and this by far has been the worst experience!

  

  Business Response

  Date: 11/10/2022

  Case ID# ******** 
  Customer Name: ***********************
  Customer#: **********
  
  Thank you 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 have spoken to *********************** regarding the compensation for the multiple damaged deliveries and exchanges. We know her time is valuable and are very sorry to have inconvenienced *********************** and her family.
  
  *********************** has agreed to accept a monetary discount, for her time & trouble, in the amount of $250 + applicable taxes. A copy of this credit has been sent to *********************** for her records and will be refunded within 10 business days.
  Should you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

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

• Initial Complaint

  Date:10/10/2022

  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.

  On 5/30/22, we purchased the ********* sofa bar table, 3 stools, a *********************** sleeper gel sofa, and 2 ****** gel loveseats at Mira *** (MM) Mor Furniture. *********************. The first delivery was on 6/5. On 6/12, we inspected the furniture after returning from a week long trip and discovered multiple furniture defects and contacted ***. After 4 months of trying to exchange defective furniture (e.g., wood beams with holes or cracked wood beams inside the sleeper sofa, tears in the sofa fabric, or fabric not wrapped and stapled all the way, torn sleeper tarp), we were delivered and left with the standard foam cushion sofa set instead of the gel sofa set. **** from corporate confirmed by phone only 1 of the 8 deliveries we got was actually the gel sofas. Another rep ******* believed the sofa cushions in the photos I sent did not look like gel cushions and questioned the warehouse manager twice. The delivery men who pointed out defects, *********, ****, and ******* all tried helping us but communication suddenly stopped. During the 4 month nightmare, we never spoke to a manager because they were always unavailable. General store manager *** at MM store finally called on 9/19 after I asked to speak to a manager or ****, who promised to follow up by phone on 8/29 to ensure I was happy after receiving the right furniture gel set scheduled for 8/28. This delivery never happened and was suddenly halted. **** only solution was to offer the old display gel sofa cushions inside his store to exchange for the cushions I have, which is unacceptable! The cushions I have are half memory foam with specks of blue and half white foam. MM gel cushion is half orange and ************* half solid blue. Both also have half white foam but with Gel printed on it. Both gel sections are solid colors and look plasticy and holey, more dense, and microbeads can be felt. The cushions I received do NOT have Gel printed on it and do not look or feel similar to the store gel sofas.

  

  Business Response

  Date: 11/01/2022

  November 1, 2022
  
  Destiny Furnival 
  Case ID# ********

  
  Customer Name: **********
  Customer#: **********
  
  We are very sorry to hear ************* is unhappy with the furniture purchased with Mor Furniture. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We are happy to offer ************* an instore credit for reselection on both the living room set & the sofa table & stools. We have attempted multiple exchanges on the sofa table & stools as well as the sleeper and coordinating items with no success. We are very sorry were not able to delivery the items to *************** standards.

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

  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 11/02/2022

  I am rejecting this generic, short response that not only fails to spell my name correctly but also fails to understand why I am unhappy with Mor Furniture. The problem is I paid for a *********************** sleeper gel sofa and 2 ****** gel loveseats and I only received standard sofa cushions, which are not at all gel like as advertised inside two of Mors furniture stores. Mor customer service representatives **** and ******* thoroughly researched my case and agreed with me. In reviewing my case, *** will see that a gel set was only delivered once in the beginning to my house out of the eight delivery exchanges. I am now stuck with a standard cushion sofa set when I paid for a gel set. There are Mor representative phone notes and/or recordings available for evidence. 

  
  To make things right, I am asking for gel sofa cushions for all three sofas (because that's what I paid for) and a $200 inconvenience refund as initially promised by rep ***** OR refund me the difference I paid for gel for all three sofas and a $200 inconvenience refund. If neither of these options are acceptable to Mor, then I want a full refund for ALL the furniture purchased and Mor can take back their products. Store credit is NOT an option, because I refuse to do any further business with *** in fear of wasting more of my time and receiving more poor quality or defective furniture.
  

  
  

  

  Business Response

  Date: 11/15/2022

  Case ID# **********
  Customer Name: **********
  Customer#: **********
  
  I would like to extend an apology to *********** 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 were able to determine that *********** does in fact have the gel cushion cores confirmed by the vendor. *********** understands that due to supply chain issues the gel cushion cores will not look the same as displayed on the floor. *********** has accepted a credit of $150 + applicable taxes to keep the current seat cushion cores.
  
  We have also honored the $200 monetary compensation requested for ************ time & inconvenience.
  Should you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,

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

  Customer Answer

  Date: 11/29/2022

  
  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.
  
  Kind Regards,
  
  **********
  
   
  

• Initial Complaint

  Date:10/04/2022

  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 labor day weekend, I purchased 4 dining chairs and 3 counter height chairs. They were delivered shortly after. My house was mostly empty and the chairs went unused for a couple weeks. On the first week we used them, we had my parents over and my stepfather sat in one of the chairs and heard a huge crack. The back of the chair had broken and was 'loose'. I informed MOR furniture via text and they sent a brand new chair and exchanged for a new chair that wasn't broken. On the same day the replacement chair was delivered, my husband was leaning on one of the other chairs with his hands and heard a large crack. The second chair was broken similar to the first one. At that point, I called MOR furniture and since it was within 30 days of purchase, I asked for a refund and/or store credit. I was told since I took delivery of them, no refund was possible. I have asked for escalation of my issue and was told it would be escalated but its been a couple weeks and no one has contacted me about the escalation. I am awaiting a 'service appointment' to look at the second chair. I think the quality of these chairs is subpar and would rather not keep repairing/replacing chairs until the 1 year warranty period is over.

  

  Business Response

  Date: 10/28/2022

  Case ID# ******** 
  
  Customer Name: ***************************
  Customer#: **********
  
  First, we are very sorry to hear *************** is experiencing problems with their new dining room set. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We understand Mrs. ****** frustration in having multiple chairs exchanged over and over. As of 10/21/22 we have offered *************** a store credit on the 4 chair & the 3 stools in the amount of $875.00. As we do not have a return for refund policy stated on her receipt. We have offered her an extension on the timeframe to reselect from 7 days to 10 days to accommodate her timeline.
  
  Terms of the reselection are as follows and is understood by ************** to be:
  
  Customer Must Reselect within 10 days to the same amount or higher, as there are no refunds
  

  If the cost of the new furniture is higher customer pays the difference.
  

  If the cost is lower customer accepts store credit for the balance.
  

  The product must come back without further damage or pet residue at the time of exchange.
  
  Should you have any further questions, please do not hesitate to contact our **************** Department.
  Sincerely,

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

• Initial Complaint

  Date:09/27/2022

  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.

  In March 2022 I went with my mother to Mor furniture to purchase her a Mattress, Box spring, and bed frame. The Mattress etc was delivered in April.All seemed fine till this September when my mother noticed her mattress was sagging. She had requested I come to look at it and she was correct the mattress was sagging in the middle. She was also experiencing creaking coming from her bed when she would sit or lie down. I decided to call mor furniture to report these issues.I talked to a nice rep who requested I send pictures of the mattress so she can send it to the vendor to see the sagging. within a few minutes, I emailed the rep about 6 pictures of the matress from different angles.She had confirmed she sent the pictures to the vendor and would get back to me, a few days later the rep replied to me and says the vendor cannot see the boxspring in any of the pictures I was perplexed as you can clearly see the box spring so I sent two extra pictures closely showing the box spring.I get a follow-up from the rep saying the vendor has denied the claim because of a foundation support issue. This made no sense to me because there was a box spring under the mattress which mor sold to me and assured me these were all proper accessories needed for the mattress. as before stated I got a Mattress, box spring, and frame all sold to me by mor so if this is a support issue then mor sold me a poor box spring.I request both Mattress and box spring be replaced or a full or partial refund. Attached are the pictures I sent to mor.Thank you ******

  

  Business Response

  Date: 10/27/2022

  We are currently looking into this matter.

   

  Respectfully,

  Mor Furniture

  Customer Answer

  Date: 10/28/2022

  The Business has stated they need more time to provide a response so the complaint is still open till an official response is provided.

  

  Business Response

  Date: 11/01/2022

  Hello,

   

  We have received approval from the vendor to assist ********************** mattress complaint. We have a service appointment to determine if the issue is with the mattress or the foundation support system on November 4th. Once the service is complete and we can identify the problem and will further assist ****************** with the next steps in his warranty claim. 

   

  Thank you

  Mor Complaint Resolution Team

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

  Customer Answer

  Date: 11/07/2022

  
  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:09/22/2022

  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 2 leather recliners, and they are exactly the same. They were purchased in February 2021. They both cost over $1000 each total $2441, which includes the extended warranty. One of the recliners stopped working, and I submitted this information to Mor in January 2022. Since this was still under manufact. warranty they were going to repair it. Supposedly Mor ordered the incorrect parts, and then ordered parts again, and they were again the wrong parts. These incorrect parts were rec'd in June 2022 5 months later. In the meantime, this fell into my extended warranty, and since I did not want to wait any longer I called the extended warranty @************ clm#*******. They originally came out to look at the recliner, and said the axle was broken, and they would order the parts. That was in June 2022. We received some parts a few days later so I called the extended warranty company so that they can come out and repair the chair. Several weeks later a technician came out to repair the chair, but once again they were the wrong parts. I called the warranty company this morning, and they said it is going to take 12 weeks for parts. I feel like I wasted paying $300 more for a the extended warranty for a product that feels like a scam. I have contacted the Manager at Mor furniture, the manager at the repair center, and at the warranty protection. No one will help in either expediting this issue. In the meantime we have had a broken chair for almost a year. I will never shop at Mor Furniture again. Is there anything that can be done. I also have all the text messages from Mor furniture re: wrong parts issue if needed. Please let me know what other information is needed. I'm only looking to make Mor furniture accountable, and hope that no one else goes through this kind of awful customer service.

  

  Business Response

  Date: 10/21/2022

  Case ID# ******** 
  
  Customer Name: ***********************
  Customer#: **********
  
  First, we are very sorry to hear ***************** is experience with her product issue. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We have requested that Furniture Care Protection (***) override the claim for parts order for exchange. It seems the vendor is sending the incorrect parts each time they were ordered.
  
  Once approved we will be able to have our team drop off the new recliner and pick up the old recliner. Once the claim is complete this will fulfill the *** contract obligation.
  If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

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

• Initial Complaint

  Date:09/15/2022

  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.

  purchase over $7,000 of furnitre for our new home,two sets of couches were in the purchase with a 4 year warranty i paid extra for.in march of 2022,the leather couch and Love Seat were having problems with the electric motor, a tech was sent out by safeguard the warranty holders,they determined the new motors and switches were needed to repair the problems, ltwo weeks later i was nformed by safeguard that the elrctronic were no longer avaiilabe to repair our units,so a credit was issued in the amount of $1595 to be used only at Mor's furniture store.we did and had to upgrade to the **** cove couch and love seats,and an additional $400. plus this was rejected by us the next day of the delivery .the material look dirty and clung to all material in the air ,making the new couches look dirty,we bought up again to a gray leather couch and love seat,with an additional $1200 plus paid by us. rwe rejrcted the same couch due to qualities issues and poor manufactor's issues *** to holes,stiches and over looks of said furniture.we upgrade again to the san ****** leather couch and love seat,and another $1800 out of pocket from us.this was done in late July early August and we have had three delivery so far with poorest qualities of product ever seen and all items were still in wraps went it arrive for delivery to us.the last time i heard from ***'s store administration to inform me that they plan to have a Mor's supervisor check our delivery so it would not be return,this never, ***'s store lie to us and try to force us to accept the next delivery and even suggest that a 10 % would be return to us for accepting the delivery.the items were rejected and i have been going back and forth with mor's administration,sales offices and safeguard,the warranty cmpany,***'s wanted to deliver another couch and love seat on the September 20,2022.but i also foud out from safeguard that if this item is return again,they,safeguard will issue a credit to purchase another couch and love seat wi

  

  Business Response

  Date: 10/03/2022

  Case ID# ******** 
  
  Customer Name: ******* ***** ***************************
  Customer#: **********
  
  First, we are very sorry to hear of the problems Mr. ***** ********************* had experienced on delivery. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  In November 2019, The ******** Family made a purchase with Mor Furniture including a living room set. In June 2022, they reported an issue with the reclining function of the furniture.
  
  We referred ******************** to their service plan with Furniture Care Protection Plan for resolution https://www.morfurniture.com/safeguard. Parts were requested to repair the issue however the product had been discontinued by the vendor. ******************** was then offered full credit to reselect.
  
  After multiple attempts to deliver the new product and the formentioned exchanges it was clear that we would not be able to meet Mr. ********* quality expectations. We have already picked up the defective furniture, in the claim, at the time of the original reselection. It is unable to be returned. We understand Mr. ********* time is valuable and are willing to offer $250 refund,for lost time ***** wages, to keep the product in the current condition or we will exchange the defective items.
  If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

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

  Complaint Resolution Team
  **************

  Customer Answer

  Date: 10/07/2022

  accepting their offer will cancel our order for the malibu dark ***** cough and love seat minus the electronic in the middle section of *************.i have refuse delivery of the othe cough and love due due to manufactor's poor quality in craftmanship.tears,lose threads,lose material and very poor quality control.i am purchasing a ******* with taxes and i do not expect to receive a goodwill delivery of a seconf hand cough and love seat.I was already quoted as a purchase and tax and delivery of $******* total. to this date since i started this claim with mor's , i have documented proof of expenditure on my credit card and a paid receipt from ***'s of $ ******* . so i do not understand why Mor store is stating that a total of $757.58 is still due and must be paid prior to delivery.4 years warranty has been imply but i have not documented proof of what i am to receive.

   

   

   

   

   

   

  

  Business Response

  Date: 11/10/2022

  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.
  
  The ******** Family has reselected to another living room collection in the amount of $4358.49. The cost of the new collection was higher than the credit of $3658.12. Leaving a *** balance of $700.37. We have removed the *** balance from the order and set delivery for November 14th.We will also pick up the defective product, The Denali Collection at the time of the new delivery.
  
  We have informed our delivery management team of the high importance of handling the customer and the delivery with the utmost care due to the multiple exchanges and trouble the ******** family has had.
  We hope this will satisfy the customer and restore their faith in Mor ********************** so we may assist them again in the future.Should you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

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