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:11/15/2024

  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.

  In 12/2021, I purchased a King size mattress, two foundations, a reclining sofa, and a reclining loveseat from ***********************************, spending over $5K. The purchase included a 10-year warranty. I was assured that if the mattress began to sink or its springs failed within the warranty period, I could request a replacement as long as it was clean and stain-free. The sofa and loveseat were also covered, with repairs promised for any reclining function issues.However, within five years, the mattress has noticeably sunk, causing discomfort and back pain. Reaching customer service proved difficult and required multiple days of trying before I was able to speak with someone to initiate a claim. In late August, I was told an inspector would be sent to evaluate the mattress and foundations. The inspector came on 09/14/2024, completed his inspection, and assured me I would hear from Mor Furniture within 5 to 10 days. After receiving no response, I called customer service again, where I was initially informed that they had no record of the inspection report. After requesting they recheck, I was told they did find the report but no mattress replacement had been authorized, with no reason provided. They then scheduled a second inspection.On 10/12/2024, the same inspector returned, asked if I had received a replacement, and was surprised to learn I hadnt. He performed another inspection. It has been over a month since the second inspection, and I have still received no response.Adding to my frustration, the reclining function on one of the loveseat seats recently failed and remains stuck. After my experience with the mattress claim, I am reluctant to go through the same unproductive process for this new issue.I am reaching out here as a final effort to resolve these issues, as I feel frustrated and misled by Mor Furnitures lack of responsiveness and inadequate support. I would appreciate a prompt resolution regarding both the mattress and loveseat issues.

  

  Business Response

  Date: 12/11/2024

  Case: 22559926 
  
  Customer Name: ****** ****
  Customer#: **********
  We would like to express our appreciation to Mr. **** for bringing these concerns to our attention.
  

  Mr. **** reported an issue with his mattress sinking in the back on 09/05/24. In response, we scheduled a Mattress Inspection, and ***, our third-party inspection service, conducted an evaluation on 10/14/24. The report indicated that the mattress was within tolerance. Mr. **** was informed that no further action was required at that time. He was also provided with a copy of the inspection report. The findings also noted that the mattress had insufficient slats,recommending an increase from 4 to 5 slats for optimal support. (Bed was not purchased at Mor)
  

  A second inspection took place on 10/12/24, and the findings were consistent: the recommendation was to add an additional slat, and no further action was deemed necessary. Please note that *** is an independent third-party company, and we are unable to override their professional recommendations and the tolerance levels are within manufacturer standards.
  

  Regarding the issue with the loveseat, Mr. **** should reach out to Furniture Care at ************** for assistance. They will request photos of the loveseat and details about the problem. Based on this information, they will determine the next steps, which may include sending a technician for an inspection, ordering necessary parts, or arranging an exchange if needed.
  

  Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team

• Initial Complaint

  Date:11/06/2024

  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.

  Upon purchasing sofas from *****, the salesman advised purchasing insurance, emphasizing comprehensive coverage, including wear and tear, pet accidents, and stains. Yet, when I filed a claim for urine damage caused by my dog, the representative denied coverage, citing an exclusion for urine. This contradicts the salesman's statements and the policy's unclear provisions regarding pet damage. Considering this misinformation, I seek a full refund.

  

  Business Response

  Date: 12/03/2024

  Case: 22523923
  
  Customer Name: ***** *****
  Customer#: **********
  
  We appreciate Mr. ***** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We show that Mr. ***** received a prorated refund for the protection plan following a discussion with our customer service representatives. This refund was returned to their Synchrony account and will be reflected within 1-2 billing cycles. Unfortunately, due to how long the plan remained active and Mr. ***** utilizing it while it was active, we cannot provide the full amount requested.
  
  We would like to extend an apology to the ***** family for the experience they had. Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************
  

• Initial Complaint

  Date:11/06/2024

  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.

  My wife and I purchased a sofa and chair with a protection plan for a total of $1,167.43 on June 25, 2020 and it was delivered July 7, 2020. We were told by the sales person at the time that the protection plan would cover any issues with the furniture besides pet damage. I called May 2024 to file a claim due to sagging support for both pieces of furniture and seam separation on cushions. It took multiple calls but a technician was finally scheduled for a visit in June. The technician's ***ort states, "found sofa with two torn seat cushions casings and both armrests pulling away from frame, appearing to be barely attached the first time during manufacturing. Tech also found loveseat with both armrests pulling away from frame as well similar situation. Due to construction of arrests ***air will likely not hold and would likely need reconstruction of armrests." I was informed the protection plan does not cover manufacture defects and nothing can be done. I informed ***'s customer service *** this was unacceptable and asked what other options can be done as I was sold defective furniture from the start. From June 10 to today, November 5, I was told the manufacturer would first arrange a pick up for a ***air to being told I would be offered a 15% credit for the defective furniture and nothing else. I find this offer unsatisfactory as the furniture was defective from date of manufacture. It is also absurd it took 5 months from the ***ort of the service tech to come to this determination.

  

  Business Response

  Date: 12/04/2024

  Case: 22519684
  
  Customer Name: ****** *******
  Customer#: **********
  
  Thank you for reaching out to us regarding the concerns you've experienced with your sofa and chair. We understand how frustrating it can be to encounter issues with your furniture, and we want to assure you that we take all customer concerns seriously.
   
  As your furniture has been in use since 2020,the vendor has offered a 15% credit on both the sofa and chair. While we recognize that this offer may not fully resolve the situation, it is based on the time frame and the fact that no official reports were made until recently.
  
  Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:10/31/2024

  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.

  On August 14, 2022, I purchased a couch set with a 4-year safeguard protection plan for ******. We called to have the couch repaired 7/12/2023 because it was no longer returning to the original level when putting the footrest down. They did not return the call nor send someone out. We called again on 7/13/2023 no call. Later was texted about more information they needed before they would address it. I went to the store and asked for a refund of the warranty, they said I needed to go to the company. My couch now has a tear. Neither of these items are big, I am just tired of paying for warranties companies have no intention of honoring. I want my ****** back, and the $30.00 late fee on September 9 they charged me along with the $2.00 minimum interest for the for the Sept 5th payment which was on time. Document # *****FBYFZU Customer # **********

  

  Business Response

  Date: 11/14/2024

  Case: 22500026
  
  Customer Name: ******** *******
  Customer#: **********
  
  We appreciate Mrs. ******* for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We checked with Furniture Care Protection and found no prior claims filed under their contract. We found one attempt from one of our representatives that was never answered on 7/24/2023. We reached out to Mrs. ******* about these attempts.
  
  After receiving the photos of the products with issues, we asked her who she contacted to file the claim with her phone. The phone number provided did not match the number for Furniture Care Protection or ***************** It appears to be the personal number of their sales representative.We advised Mrs. ******* on the mix-up.
  
  We told Mrs. ******* that they are still covered by Furniture Care Protection and if they wanted, they could still place a claim for their items. However, if she wanted a refund on the plan, due to the contract being active for more than 2 years at this point, they would only be able to receive a prorated $152.89 refund. She accepted the refund and is aware her contract with Furniture Care Protection will end and she would have to seek outside assistance.
  
  We would like to extend an apology to the ******* family for the experience they had. Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team

  Customer Answer

  Date: 11/14/2024

  
  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:10/25/2024

  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 two recliners fro More furniture on september 18 and they were finally delivered october 18. on the 23rd of october one of the recliners lever no longer worked and it wouldn't recline. so we called them and they said they would have someone come out to take a look,, so I started using the other one,,and then less than 24 hours after using the other one, the lever didnt work and the legs would not come up and i couldn't recline. So we called them again and told them we are not very confident in their chairs,, and we want them picked up and we want our money back,,, they claim you only have 3 days to get your money back,, after that you have to just get replacements. The first one stopped working after the 5th day. they wont return our money,,, they want us to get replacements,, but all their recliners use the same mechanism and we don't have confidence that they will be good. They refuse to give our money back and pick up the chairs.

  

  Business Response

  Date: 11/11/2024

  Case: 22475780 
  
  Customer Name: ***** ***********
  Customer#: **********
  
  Thank you for reaching out regarding your recent purchase with us. We appreciate your feedback and want to address your concerns about the recliners.
  
  As you reported issues with one of the chairs after purchase on October 18, 2024,we scheduled a technician visit to assess both recliners. After a thorough inspection, our technician found that both chairs were functioning properly and did not observe any faults.
  
  Per our return policy, items can be returned within 72 hours of receipt, and since that window has passed, we are unable to issue a refund at this time. However,we did offer to arrange an exchange for both chairs and or select a different product, which you chose to decline.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 11/12/2024

  
  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:10/15/2024

  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 sectional & Ottoman from ********* 9/23 lfor around $2500. The couch was great for about 8-9 months and then we noticed that it started breaking down so we called for help. We were told that it would need to go through there warehouse for repair and someone would call us back. We got a call back a couple days later and was told someone would be out in two weeks as that was there first available appointment. The guy came and looked at the couch and agreed there was an issue and stated that he see this all the time and the way to fix it was to order new cushions and then flip the couch over and install the old cushions under the springs, new weaving and then install the new cushions. I told him I felt this wouldnt be ok and to me to spend the kikd of money I did I cant believe that was the recommendation but he assured me this was the best course of action. I reluctantly agreed and he said he would order the the parts and come back that was 8/31 I never heard anything after that so finally called and they said they were ordering parts and would be back in 8-10 weeks during this time the couch began to squeak so once again I called and waited for a call back a few days later I got a call and they said they would need to send a new repair guy of course two weeks. The guy arrived and complained about us not telling bin about the squeak before although it didnt squeak due fists time he was here. He stated that the repair he was going to do no longer will work. We said we needed to answers and wished to talk to a manager and he said he would get the message to his office and someone would get back to us that day. That was Wednesday 10-9-24 and we have made several calls, emails, texts to not only customer service but the store itself and nobody has returned our calls or made any sort of contact. They do no stand behind there products and looks like they have no intention on solving this matter. Im only asking for them to repair, replace, exchange?

  

  Business Response

  Date: 10/22/2024

  Case: 22428237
  
  Customer Name: **** ******
  Customer#: **********
  
  We appreciate Mr. ****** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We spoke with Mr. ****** about their concerns with their recent services with our technicians. We talked to the manufacturers about the issues. After a lengthy discussion with their representatives, they agreed to take the sectional into their facilities for repairs. They have a dedicated team who can address the issues with the sectional. Mr. ****** is aware of the plans for repairs and should anything come up during repairs, they will be notified as soon as possible.
  
  We would like to extend an apology to the ****** family for the experience they had. Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team

  Customer Answer

  Date: 11/13/2024

  Can you please update my case number with you all. I have not had any response from Mor Furniture no communication, no return calls, emails, text messages nothing. They picked up my couch for supposedly a repair that would take no more then two weeks almost three weeks ago and I cannot get any answers or my couch back. This place is a joke and should not be able to operate and do business. At this point I am thinking my only option is going to be a legal one at this point as I dont even have possession of the product I purchased from them. 

  
  

  Best Regards,

  

  Business Response

  Date: 11/20/2024

  Case: 22428237
  
  Customer Name: **** ******
  Customer#: **********
  
  We appreciate Mr. ******* response to our letter. He was told during the arrangement of the pick-up that repairs would take a few weeks as we had to consider transfers between the warehouse and the manufacturer for repairs. We show that Mr. ****** has contacted our warehouse regarding the sectional drop-off. The drop-off is scheduled for November 21st and confirmed by Mr. ******************************** Furniture Customer Service
  Complaint Resolution Team

  Customer Answer

  Date: 11/22/2024

  The statements made by this business are false and only providing misleading information. After the initial contacts made with BBB only then was I finally responded to. The couch was picked up and I was told that the repair would take no longer than two weeks, and in fact multiple people stated that the turn around time is usually much shorter. However, not only was that false but after the case was initially closed all communication from the business stopped as well. I continually made contact and was told that they needed to check and get back to me but nobody would ever call me back, I sent emails, sent text messages, called etc. never could get any answers. Ive even had to threaten the business to contact the authorities because I couldnt get a response and they were in possession of my property. They say they our apologetic and yet that couldnt be farther from the truth. Not one time has anyone called me back, a manger returned my call nothing. My last correspondence via email from the business was October 28th. My couch was picked up from my residence October 23rd and returned to me on November 21st really quite sad because at any time someone could have picked up the phone and called and said were sorry for the inconvenience and sorry we quoted two weeks and the manufacturer is taking longer then expected etc. but no and on top of that my couch was back in the warehouse from the repairing manufacturer for over a week before I got it back. Shows you how much they cared shows you how much they were sorry. This place knows how to play games and that is exactly what happened here. I would love to think that they took this feedback, improved and tried to keep a customer but its obvious that they never cared to do that.  

• Initial Complaint

  Date:09/27/2024

  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 purchased a dining room table and 10 chairs. It was to be delivered tomorrow 9/28. I needed this for a party where I am having many people and have food ordered, etc. The sales person guaranteed it will be there on 9/28. I get a voicemail they don't have enough trucks and will not be delivering tomorrow and put me on delivery for Tuesday morning. I call the salesman - goes to voicemail. I call customer service - closed *****. I call over and over until I get delivery who just say sorry no truck.This is awful that it was done, that it was rescheduled without even asking me or how about making it right by putting me on the next delivery instead of Tuesday! Then you can't even reach a live person to talk to. Mor's can't afford to rent another truck for the day? Sounds like the pretty inside doesn't match the shady business they are running.

  

  Business Response

  Date: 10/01/2024

  Case: 22350710
  
  Customer Name: **** ******
  Customer#: **********
  
  We appreciate Mrs. ****** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  In this situation, there was an issue with the truck that was beyond our control, and due to this, Mrs. ****** was rescheduled for the next available date October 1st. We understand her frustrations. While we would have liked to have delivered her order on 9/28, we could not complete it due to unforeseen circumstances. Due to this, we are refunding Mrs. ****** the full amount of their delivery fee back to her.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team

• Initial Complaint

  Date:09/21/2024

  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 sectional from MOR Furniture. The initial delivery date was Aug 15, 2024.The first delivery they brought the wrong color of the sectional. About a week later they came back with the right color, however we quickly found out the sectional had a manufacturer defect. The delivery guys tried to connect the sectional pieces but they did not connect right. At first I thought maybe they just didnt put it together correctly but over time I realized that they simply didnt put not connect the way theyre supposed to. Additionally, when the sectional pieces are connected the feet on one of the sides doesnt touch the ground & the recliners do not recline because they are so tightly held together.I have reached out to their customer service and to tell them about the issue. They offered to allow me to select a different sectional but they dont have anything else there that I want for a price around what I had budgeted for this purchase.The technician that came out to fix the sectional said this was a manufacturer defect. MOR furniture knows this and agreed that it was a manufacturer defect but they will not allow a ********* far, they have been at my house every week since it was delivered to try to fix the issue. Its still not fixed or resolved. Aside from this being such a bad experience, I have had to set time aside for 5 weeks in a row for them to be here to try and fix the ******** I just want to return the sectional. If you could help me resolve this issue I would greatly appreciate that.

  

  Business Response

  Date: 10/21/2024

  Case: 22319708 
  
  Customer Name: ******* ****
  Customer#: **********
  
  We appreciate Ms. **** for bringing this matter to our attention. Our goal is always to ensure that all our valued customers have a positive experience.
  

  We have reached out to Ms. **** regarding her purchase and the issues with the sectional. She has agreed to the proposed solution. We will arrange to pick up the product and return it to the warehouse, where we will attempt to resolve the issue by replacing the necessary parts with current pieces.

  Once the work is completed, we will provide photos of the finished product for Ms. ****** approval.
  If the product cannot be fixed, we will gladly issue a refund for the furniture.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 10/21/2024

  
  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:09/20/2024

  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.

  I beleive the sales person put the wrong item information into my mattress order.The price matched what I was expecting so I did not look too closely at the items abbreviated description.The wrong mattress was delivered to my front door two days later. The mattress that was delivered was a memory foam mattress and I very specifically did not want a memory foam mattress.I called, attempting to inform the store that they had sent me the wrong mattress, but the same sales person told me I was mistaken, and this must be the correct item.The bed was then opened, covered with a mattress protector, and placed in the floor as the new platform bed was not yet available.I could not comfortably sleep on this mattress, as it was memory foam, and the reason I did not want a foam mattress.Customer service - via text message conversation - asked me for pictures of the bed including the law labels, then informed me after confirming and sending photos that Mor had a "no returns" policy on mattresses. They sent me their return policy as it is shown online (not on any documentation from the store) thay states I have 3 days if I do not like a product. When I pointed out my phone call that they have on record from the day it was delivered, they told me I was out of luck, as they would not accept the return for sanitation reasons.Upon my return to thebstore, the sales person in the store informed me I was wrong (again) and made up a story about a long customer service experience that never happened. He informed me that he would speak to his manager.The next day I was offered the chance to buy ANOTHER mattress with the previous product being "my problem".I asked to review the security footage to see exactly what happened. The person on the phone after saying he saw me on the bed told me the mattress was blurry so he could not confirm which one I was on.I drove back and the same employee told me at that point he could not access the cameras and to call corporate on monday.

  

  Business Response

  Date: 10/03/2024

  TCase: 22287911 
  
  Customer Name: **** *********
  Customer#: **********
  
  We appreciate Mr. ********* for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  

  Thank you for your recent communication regarding your Mlily Mattress. We understand that this has been a frustrating experience for you, and we appreciate the opportunity to clarify the situation.
  

  As you mentioned, the mattress was delivered to you on September 4, 2024. On that day, you reported receiving the wrong mattress; however, our showroom confirmed that you did, in fact, receive the correct mattress based on your selection during your visit. Our salesperson noted that you tested the mattress in-store and expressed that it was the one you wanted.
  

  On September 12, 2024, you reported discomfort with the mattress and requested a return. As per our policy, we are unable to provide refunds on mattresses or bedding. We encourage our customers to review our return policies, which can be found on our website.
  

  We understand your concerns and, as a goodwill gesture, we would like to extend an offer for you to purchase a different mattress at cost plus 10%. This offer remains available should you wish to explore other options.
  Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Teamell us why here...

  Customer Answer

  Date: 10/03/2024

  Again, I state the mattress that was sent, though matching what was on the receipt, is not the correct mattress. I went to 7 stores that day and immediately ignored memory foam.

  I trusted the sales person to ring the right product up at the computer following their failed attempt to use a cell phone to do so. It came out to the appropriate cost, so I went with it. I called as soon as it was delivered. I said it was wrong. They told me I was mistaken. I attempted to give them the benefit of the doubt. 

  Now, I've been told I can go spend more money on a product with additional profit for their compamy and just eat the cost of this first mattress. They offered to take the old mattress when they deliver the new, but without refund, leaving me out several hundred dollars with a second attempt to get them to send my first choice.

  The sales people have lied to and mislead me throughout this issue. I asked to have them review security footage. When I went in for the second time that day I went to the bed I wanted. I said "I want this one" with no potential confusion for other mattresses. On the video, I should be seen on that mattress at just before 5 pm on Monday September 2nd 2024. The sales person on the phone said "Isee the bed you were on. The mattress is blurry" and so I went to the store and asked to see it. He then said he could not. Apparently the neither could the general manager. I needed to call corporate customer service and was given a phone number and hours of operation. Their phone systems do not work, and was told to text them.

  When texting, I was sent a copy of their return policy. I followed the policy within the orinigal delivey time, and was then sent an addendum of "except mattresses*". Not visible online. 

  I can't understand how a business as supposedly large and customer focused as this can possibly stand this hard against a refund of under $700.

  

  Business Response

  Date: 10/21/2024

  Case: 22287911 
  
  Customer Name: **** *********
  Customer#: **********
  

  While it goes beyond our usual policy, Mor Furniture is pleased to offer you the option to exchange your old mattress for one of your choosing.
  

  -The exchange amount is $599.99.
  -If your selected mattress exceeds this amount, you will need to pay the difference.
  -If your selected mattress is less than $599.99, the difference will be forfeited.
  -A new delivery fee will apply, and we will arrange to pick up your current mattress.
  -This offer is only good for 7 days.
  

  Please ensure that the current mattress is free of any damages, stains,or pet hair, as this will void the exchange.
  If you have any questions or would like to proceed, feel free to text at **************.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team

• Initial Complaint

  Date:09/18/2024

  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 called more Mor Furniture August 2024 to report that my mothers bed is creaking. When she sits or lays down on it it starts to creak badly.Mor took down the info and scheduled a inspector to come to inspect the bed. The inspector came on the 28th of August inspected the bed and wrote a report.After not hearing any updates for over a week I reach out to Mor for an update and they inform me they never got the report and to reach out to the inspection company reached out to the inspection company they claim they sent the report then *** tells me it was sent but the report was blank. Confused on what was going on I asked Mor what should I do next? they informed me to take pictures of the bed along with the law tags etc.I obliged and texted the pictures to ******************** on the 12th of September. Today September 18th I reached out again for an update and they informed me the vendor of the mattress refuses to take any action supposedly because there is no support for the mattress even though you can see in the pictures I sent a box bring and a frame.The Box spring seems to be causing the creaking. If they would of retrieved the report from the vendor bad communication on both parts they would see this.Seems like a cop out from the vendor to not fulfill the warranty that comes with the mattress.

  

  Business Response

  Date: 09/30/2024

  Case: 22304691
  
  Customer Name: ****** ******
  Customer#: **********
  
  We appreciate *** ****** 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 apologize for how the situation was handled. When the issue was first reported to us, *** ****** advised it was an issue with the mattress itself. After some conflict with the original inspection, we requested pictures of the mattress for further review with the manufacturer.
  
  In the photos sent by *** ******, there was some confusion regarding the box spring and bedframe since the box spring needs to be compatible and the bedframe must provide ample support for both the mattress and box spring. The frame in the pictures is sold as a regular frame with no slats. Slats are crucial for both mattresses and box spring support which is why the manufacturer did not think the mattress and box spring were getting the support they need. *** ****** is now reporting the issue was with the box spring itself, which would be a different warranty process. Due to conflicting information about which item is being reported, *** ****** was notified of an inspection set up by one of our technicians for September 27th. Once we have the results, we will further advise.
  
  We would like to extend an apology to the ****** family for the experience they had. Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 09/30/2024

  The frame, box spring, and mattress were sold to me by ***. If they are not compatible, it is the fault of the Mor salesperson for selling me incompatible products.
  At the time, the salesperson, ******, assured me that everything sold to me was compatible with the mattress and would provide the proper support. I am not an expert in purchasing mattresses, box springs, etc., which is why I went to Morto be guided on everything I needed.
  Only after the last inspector was sent out was I informed that the frame was faulty because it lacked slats, which is causing issues with the box spring and mattress, including noticeable sagging.
  Before this, I had no idea what was causing the creaking and sagging in my mothers bed; I assumed it was due to a faulty box spring. Given this information, I am requesting that Mor exchange the frame for one with slats and replace the mattress, as the lack of proper support seems to have caused the sagging.
  

  

  Business Response

  Date: 10/02/2024

  Case: 22304691
  
  Customer Name: ****** ******
  Customer#: **********
  
  We appreciate Mr. ****** responding to our letter regarding his ongoing claim.
  
  At the time of purchase, Mr. ****** originally purchased a bed frame with a mattress and a box spring. After the initial purchase, we have notes showing Mr. ****** canceled the original bed frame and opted for a metal frame instead. We cannot advise what was discussed at the time of purchase, however, based on the notes left on the original invoice, the decision to proceed with the metal frame would be Mr. ******* to decide.
  
  We reviewed the notes left by our technician and warehouse regarding the inspection. They note no signs of damage or defects with the mattress and box spring. The notes showed the metal frame had no support beam in the middle. which is common for a full-size metal frame.
  
  Based on this information, we can offer an exchange on the metal frame. We have a universal metal frame that can be shifted to a full-size frame and has a support beam in the middle. Once the new metal frame is available for pickup,Mr. ****** will be notified and will have to bring back his original frame to pick up the new one. If there are any other items Mr. ****** wants with his new metal frame, he would need to purchase them.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team

  Customer Answer

  Date: 10/03/2024

  I appreciate your offer to provide a new frame. However, I do not have a vehicle and am unable to pick up the new frame myself. Therefore, I kindly request that the new frame be delivered to my home, and that the old frame be taken back at the same time. Additionally, I would like to ensure that the new frame includes slats for proper mattress and box spring support.
  When I initially purchased the frame, I assumed it would provide adequate support for my mothers full-size mattress and box spring. After speaking with the inspector, I was informed that the current frame lacks the necessary slats for proper support. My mother has noticed some sagging in her mattress, which I suspect may be due to the insufficient support from the current frame. I hope the new frame will resolve this issue.

   

  Kindly

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