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:09/16/2024

  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.

  On May 23, 2024 I purchased a couch from Mor Furniture for less located at ************************************************************************************ that was delivered and defective. When we were sold the couch, it had a battery pack to power it, and when it was delivered, it came with a wall plug. When I contacted them about the battery missing and the couch catching and popping when reclined, I was only then notified that the couch did not come with the battery pack. I was offered a used battery pack for over $100 additional dollars. I declined that. When the repair person came to fix the couch, their solution was to flip it upside down, and bang on it with a hammer until they bent the brackets underneath the couch. I have video I recorded of them doing this. He then ordered a new couch and offered an exchange. The new couch was delivered about a week and a half later, and Mor took the defective couch with them. After the same problem as the last couch developed less than a month later, that couch unfortunately also developed the same problem as the previous couch. They sent another tech out and he also deemed the 2nd couch defective. *** then said they would have to order the parts to repair the couch, and it would take 8-10 weeks to get the parts in from their warehouse. At that point I asked for a refund. They are now refusing my refund and telling me I have to wait for the parts to come in, and wait for them to install the parts and see if it fixes the problem. I believe all of these couches have a design flaw that will continue to appear on any of the same model couch. I have been waiting since May 23rd 2024 for a working couch, and today is September 16th.

  

  Business Response

  Date: 09/30/2024

  Case: 22292938
  
  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 apologize for the experience Mr. ********* had with the services for his loveseat. We reviewed his account and at this time,we cannot complete his request for a return. Mr. ********* has had his loveseat since May 28 and our return policy only allows us to accommodate requests for return if they are submitted within 72 hours of the delivery or pick up.
  
  We understand their frustrations with their warranty claim. Mr. ********* was already aware that per the manufacturer warranty,approved warranty claim resolutions are at the discretion of Mor Furniture for Less. We attempted previously to find available parts to complete the service sooner but without success. This is why the technician ordered the mechanism to complete the service.
  
  Although we cannot approve the return request, we can offer a reselection for the loveseat for his claim. The reselection will allow Mr. ********* to choose a new product of their choice and return the current loveseat. Mr. ********* is also welcome to contact us directly for more information about the reselection.
  
  We would like to extend an apology to Mr. ********* for the experience he had. Certainly, we will utilize his 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:09/12/2024

  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.

  Customer Code : *********** Invoice no. *********** We purchased a Bunk bed from Morfurniture. The bed was broken, had several marks, broken and molded wood. We called Morfurniture to pickup. They refused refund for delivery fee however when they picked up the furniture they damaged our stairway including the baseboard and holes in our wall. ******** ****** has been non responsive to my last two emails after stating a contractor Came over to do the repairs which is untrue. We have ring. I need Morfurniture to reply to our emails and fixed the damage they have caused.

  

  Business Response

  Date: 12/20/2024

  Case: 22279662
  
  Customer Name: ***** Matanghihan
  
  We appreciate the Matanguihan family for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  The bunk bed was picked up and there was a refund issued to the customer.
  
  In regards to the property damage, the claim was denied as the drivers reject the alleged claim that the drivers had caused the damage to the customers wall and base board.
  
  We would like to extend an apology to the Matanguihan 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:09/03/2024

  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.

  We purchased an extended warranty plan and have made several attempts to file a claim for repairs to our sofas. Both ***** recently started losing color and while looking at color issue we also noticed a tear it a cushion. We filed a claim, took all photos and waited. Nothing. We attempted communication via text and phone. We left messages. At one point we were told we were not responding to attempts to call our cell but we have no missed calls or messages. We finally received a call and provided one additional photo directly to someone via email. We have not heard from anyone since and that person isnt responding to email. We are really tired of being ignored. Communication and customer service is non existent.

  

  Business Response

  Date: 09/17/2024

  Case: 22231406 
  
  Customer Name: ******** **********
  Customer#: **********
  
  We appreciate Ms. ********** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  I show Ms. ********** reached out to Furniture Care and their notes reflect that they have been in communication with Ms. ********* and they advise that they authorize an exchange on both the Sofa and Loveseat. We will create the exchange and advise Ms. ************************************ Furniture Customer Service
  Complaint Resolution Team
  **************

   

• Initial Complaint

  Date:08/27/2024

  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.

  The charge was processed on Aug 24th 2024 for $5,799.00. Mor Furniture has a Labor Day promo in which they advertise that they will take your old mattress when they deliver your new one and this is a commercial we saw on TV. This is the ONLY reason we ordered a mattress from them. They did not take it and claimed it was because there were stains on our old mattress. We were never told this was a possibility. AFTER placing the order, there is apparently a link to some fine print which says the old mattress cant be a health hazard. It's not - It has old coffee stains and why would anyone order a new mattress if their old one is in great condition and are delivery people qualified to decide what is a health hazard? But again, this is a hard to find piece of information that's available only AFTER we placed a $6k order. They did nothing to help resolve the issue. They said too bad.

  

  Business Response

  Date: 09/10/2024

  Case: 22206163 
  
  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.
  
  ********************** purchased the furniture online on 08/27/2024. Once the purchase is made the customer receives a copy of their invoice and under Preparing for your White Glove Delivery it does state that we will pick up one old Mattress. For health reasons, we cannot pick up excessively stained or unsanitary mattresses. It is the customers responsibility to look over their invoice regarding our policies that are in place and at any time the customer could have reached out regarding the policies in place.
  
  The photos provided by the customer show that the Mattress is excessively stained, and the customer was advised that we cannot take the Mattress for this reason. The customer also has an option of going through the State to dispose of the Mattress and the state does provide information on how this can be done.
  
  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:08/23/2024

  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.

  The dispute is about 2 sofas that we purchased from Mor furniture In October 2023 and picked up the first week of December 2023. We purchased the couches for $2,400, which included a tax and warranty. When we paid the $299 extended warranty, we were made aware that service representatives would be sent to our home for any stains, repairs, etc. We were not told that our home was out of the service area, so the warranty would not work so well for us as we would have to transport the couches 200 miles should we need any service work completed. Delivery was also not available so we picked the couches up at a ware house.Within 6 months, a foot rest stopped working. When I called Mor, they told us we would have to bring the couch in. This meant traveling 400+ miles, paying for gas, meals, an overnight stay if needed, not to mention a small fee for them to look at it. I told them that this could cost us nearly as much as the cost of a new couch. After much haggling, they agreed to send us the part we needed and my husband would install it. July 8, I paid $150 for the part. We have not yet received it 6 weeks later.On August 15, our second couch's footrest stopped working, same as the first. I called Mor again to ask if we could return both couches for a refund. They said no, even though they both are still under the first year warranty. They said we needed to make the 400 roundtrip to ******* and get them worked on by them. Again, I told them that is not cost effective for us. Bottom line is, we want to return the couches as they do not meet our quality standards. We do not have kids living at home and have kept the couches covered, so they are in good condition on the exterior. However, with the two broken mechanisms, and two other foot mechanisms that could stop working at any time, we are concerned. I let Mor know that I was contacting the BBB and they will not communicate with us any more. Please help.

  

  Business Response

  Date: 09/09/2024

  Case: 22187122
  
  Customer Name: **** ********
  Customer#: **********
  We appreciate Mrs. ******** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  Mrs. ******** originally picked up the items from our warehouse in *************** on December 13, 2023. Unfortunately, ******** is too far for our delivery team to go out regularly. Our technicians service areas do not cover the town. She was aware of her address being outside of our service zone.
  
  When Mrs. ******** reached out to report the issue with the items, we advised them to have a technician inspect the sofa to see if it could be repaired and order any necessary parts. They could bring it to our technician for a free assessment or have a third party inspect it. She declined to bring it in and opted to pay for the parts instead.
  
  Although we cannot accommodate the request to return the items for a refund, we can provide them with an additional mechanism free of charge. We will attempt to have a delivery team go out to deliver the parts on September 24th, 2024.
  
  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: 09/09/2024

  I want to clarify a statement made by *** on my behalf.  I DID know that Moor would not deliver the couches to my house when they were first purchased.  Consequently, we picked the couches up at the warehouse.  What I DID NOT know is that they would not come to our home to service the couches.  Had I known, I would not have paid $300 for additional warranty coverage.  I accept the offer that they will provide a second mechanism for free.  This is fitting since 2 mechanisms have quit working.  What I want in addition is for them to refund the $140+ that I paid for the first mechanism that we have not yet received.   To close this case, I want two mechanisms delivered to my home at no cost.

  Thank you,

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

  Customer Answer

  Date: 09/09/2024

  I want to clarify a statement made by *** on my behalf.  I DID know that Moor would not deliver the couches to my house when they were first purchased.  Consequently, we picked the couches up at the warehouse.  What I DID NOT know is that they would not come to our home to service the couches.  Had I known, I would not have paid $300 for additional warranty coverage.  I accept the offer that they will provide a second mechanism for free.  This is fitting since 2 mechanisms have quit working.  What I want in addition is for them to refund the $140+ that I paid for the first mechanism that we have not yet received.   To close this case, I want two mechanisms delivered to my home at no cost.

  Thank you,

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

  

  Business Response

  Date: 09/23/2024

  Case: 22187122
  
  Customer Name: **** ********
  Customer#: **********
  We appreciate Mrs. ******** for reaching back out to us regarding the response.
  
  We cannot accommodate Mrs. ********* request for a total refund of the two parts purchases and for us to still do a free drop-off for the three parts. Had the items been ordered as part of a warranty claim from our service technician, we could have provided the parts at no cost. If she changes her mind and wants to cancel the part order, then we can cancel the order, return the parts to the manufacturer, and process the refund. However,Mrs. ******** purchased the parts outside of our normal warranty procedures and she intends on receiving the order she originally purchased, not canceling it.Due to this, we cannot proceed with her request for a full refund and to keep the parts purchased.  
  
  We will still honor our original agreement to drop off the three parts at no cost. We have worked with our delivery team and will drop off the items on September 24th, 2024, as previously advised. Mrs. ******* has already confirmed this drop-off with our delivery team.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution TeamTell us why here...

  Customer Answer

  Date: 09/24/2024

  
  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:08/05/2024

  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.

  Date of Transaction: 6/24/2024.Order number: 06244EDNQXZ Amount of money paid: $7,615.20 I purchased a mattress and an adjustable bed from Mor Furniture in **********, when I got home my wife and I discussed if we can offered this much money for a mattress given that I just got laid off. We called the next day (6/25/2024) and we informed the store manager, *********************** that we are cancelling the transaction. He informed us that we will receive a credit back towards my credit card within 5 business days. When I received my credit card statement on 7/26/2024 I noticed that there was no refund so my wife and I went to the store to check what happened. The store manager apologized and promised that we will get the refund within 5 business days and he is expediting the request. One week passed by I went to my bank and learned that there was no refund issued to my credit card so I went to the store again on 8/3/2024 and asked ****************** why there is no refund issued yet, he said maybe the person responsible for issuing the refund was on vacation, which does not make any sense because a business doe not stop running when an employee takes a vacation. He printed a copy of the refund request and told me to give them 5 business days again. Please help me get my money back, not only did I lose my job I also have cancer and I dont need this stress.Sincerely,***************************** 8/4/2024

  

  Business Response

  Date: 08/12/2024

  Case: 22090734 
  
  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.
  
  Mor furniture ***************** has processed the refund in the amount of $7615.20 and this was processed on August 06, 2024.  ****************** should see the refund in the next 3-5 business days.
  
  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:07/30/2024

  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.

  We purchased a *** **** ***** Hybrid bed and mattress on May 24, 2024. Upon delivery and a few days after, we realized our mattress was not the size of our ****************** The measurements for Cal **** mattress are 72 x 84, we noticed our bed was smaller than our previous Cal ****. Measured it and it measured almost 71 x almost 82, Not what we purchased. I reached out to our sales *********** measured the floor model, which was even smaller than ours. She requested a technicians to come out to measure our bed. After a week or so, still nothing from customer service. I went in person and spoke to a ****** ******, Store manager. I explained, the situation, he was a bit arrogant, but did reach to customer again. June 20th, still no technician. I reached out to our sales lady again, she advised me the manager would be calling me. I received a call from a different manager by the name of Sunny. He was awful, Arrogant, Condesending, and spoke to me in a very sarcastic and hypothetical way. A Technician finally showed up & took measurements. Again, another week or so goes by and nothing. So, we reach out to customer service, they pretty much gave us the run around, simply said to us, "the technician said it was correct". We asked customer service to provide us with technicians measurements, they told us they could not get in touch with technician. We told them it was not acceptable, and requested another technician. **************** then asked us for pictures of us measuring the mattress, and pictures of the mattress to see what condition it was in. Mattress has been covered and tags still on it. The final customer reply was, that they reached out to the manufacturer and they said it was pretty normal to be off a few inches off.We would like a replacement with correct measurements. False Advertising and bad customer service not a way to keep long term customers. I asked about returns, was told NO returns. NO resolution offered, simply ignored us.

  

  Business Response

  Date: 08/09/2024

  Case: 22069361
  
  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 reviewed the service provided by our warehouse technicians along with photos submitted to our *********************** by Mrs.***** ******** The measurements taken by the technician showed it is consistent with a California King mattress. The measurement provided by the customer also shows the mattress measurement to be 71 inches by 82 inches.
  
  Mrs. **** purchased a Sealy mattress. On the law label provided by the customer, the mattress measurement of 72 inches by 83 inches is the standard finished product size. On Sealys website at ***************************, they advise that this is the measurement for their California King mattress. Actual size may vary, generally within a range of up to 1 inch due to transportation and storage for example. Mr. **** was made aware of this variance within the mattress model. The mattress measurements within their home would fall within the 1-inch variance.
  
  The mattress comes with a 90-day sleep trial.Although we may not be able to offer an exchange based on the size of the mattress itself, if they are not satisfied with their current mattress, they can visit their local Mor Furniture store to choose a different mattress within the Tempur-Pedic/Sealy line.
  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: 08/09/2024

  I have read the response. First of all, we were advised that all  mattresses are not true to the stated measurements until after the delivery of our mattress. We noticed that it felt smaller than our old Cal **** mattress, it was then we decided to measure it, our measurements were not what we thought we were purchasing.  To our knowledge a standard measurement for a Cal **** is 72 x 84. Upon our research, and measurements,  I  went to Mor's Furniture for Less on **********, the store we purchased the mattress from.  I was met by ****** ******, and that is when Mr. ****** advised me with a very arrogant demeanor, that all mattresses are not to standard size  and that they vary in size which made no sense. Why then are there set sizes for mattresses.  If, we would of been advised, and full disclosure before making our purchase we would have had a choice to buy, or not to buy their product.  I feel we were mislead, not to mention the treatment I received from Mr. ****** ****** and Sunny , the other manager that called me. Now, Sunny had to be the most condesending, arrogant and down right rude individual I have spoken to.

  Yes, I would like to come into the store and speak to someone other than ****** and Sunny, to see what other options they have available to replace the mattress Mor's Furniture delivered to us. I would appreciate being treated in a respectable manner, and would like for Mor's furniture to provide us with options for a replacement with a Cal **** Mattress with 72 x 84 measurements. As that is what we intended to purchase.

  Most of all, the rudeness and disrespect I experienced was unacceptable and very upsetting.

  Please call me at ************ to schedule a suitable time for me to come in to the store, or message me directly through BBB.

   

  Thank you,

   

  **** ****

   

   

   

  

  Business Response

  Date: 08/26/2024

  Case: 22069361
  
  Customer Name: **** ****
  Customer#: **********
  
  We thank Mrs. **** for their response to our letter. We greatly appreciate them taking the time to provide open and honest feedback about their experience. We sincerely apologize for the experience you had with some members of the store
  
  They are welcome to come into our store and speak with one of the other managers or salespeople. They do not need to talk to ****** or Sunny at the store to get assistance. They should be able to help set up their exchange under their 90-day sleep trial terms with *****.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team

  Customer Answer

  Date: 08/27/2024

  A manager by the name of ******* ****** reached out to my husband, despite that I specifically asked to be called directly.  My husband forwarded the contact info and I followed up with a phone call to Mr. ************* There is no resolution what so ever.  Mr. ****** initially acted as if he did not know anything, he simply said he was asked to call my husband.  I explained that I was advised to go in and select a comparable mattress.  I asked him to have some ready for me and schedule I time that I could come in  and see what they had.  Mr. ****** advised me that there is no difference and that I would be faced with the same issue.  Pretty much discouraged from coming in to the store, he offered no solution and pretty to bad so sad.

  At this point they are choosing to simply ignore, and do nothing about misleading, and misrepresentation of the product they sell.  Mor's Furniture For Less, seems to ignore business etiquette, customer service and down right lack ethical business practices. NO RESOLUTION what so ever, and my only hope is that awareness is posted on BBB website, and I will do everything on my part to warn prospective victims of Mor's Ethical Practices. I did do some research and unfortunately,  I am not the only one they have victimized.  A gentlemen actually took Mor's Furniture for Less to court and Mor's did not show up.

  I continue to receive email marketing from Mor's, even though I asked them to stop.  Please have them stop sending me marketing emails.

  Thank you,

   

  **** ****

   

  

  Business Response

  Date: 09/20/2024

  Case: 22069361
  
  Customer Name: **** ****
  Customer#: **********
  
  We want to thank Mrs. **** for reaching back out to us regarding their interaction with Mr. ******* We spoke with him regarding the conversation and he advised while he tried assisting her, Mrs. **** wanted ********* to pick out the most comparable mattresses. As mattress selection is based on the customers personal preferences Mr. ****** explained this would not work out well since he would not be able to tell what her preference is.Mrs. **** then wanted Mr. ****** to guarantee the new mattress coming in would be exactly 72 inches by 84 inches. When he advised that he could not guarantee this request due to manufacturing, she discontinued the call.
  
  We want to emphasize that in our previous letters,Sealy has the mattress measurements listed on their public website as 72 inches by 83 inches with variance allowed within 1 inch. The measurements provided by the customer of 71 inches by 82 inches would fall within the parameters set by the manufacturer. Tempur-Pedic, the other company that is involved with the sleep trial, offers California King mattresses within the dimensions of 72 by 84 but does note on their website dimensions may vary by individual mattresses.We have been transparent about this since the beginning, and this is what ********* communicated to them. Because the manufacturer allows for variance between individual mattresses, it would be unlikely to get a mattress that is truly 72 inches by 84 inches.
  
  We will have our team look into removing their email address from our mailing list as requested.
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  
  

  Customer Answer

  Date: 09/24/2024

  Bottom line, they are less than honorable, will not make it right.  We went in to purchase a CAL **** bed, and we received something other than what we purchased.  King ****** (fitted) will not fit this mattress, every day I am reminded of the unscrupulous sales tactics of Mor's Furniture.  Every day as I make my bed with the King set of sheets I have to pull at each corner to get them to fit, the fitted sheet comes off as we sleep on it.  Since I had a CAL ****, I own a few set of CAL **** SHEET sets.  The CAL **** sheets fit big and lumpy making, so much that it shows over  our comforter.  So, bottom line I am reminded and frustrated with MOR'S FURNITURE AND LACK OF ethical sales practices every day. :(

  I Want nothing more from these people.  If MOR'S Furniture is not willing to do the honorable thing, or even attempt to make it right, it is best they leave me alone.  KARMA has a way of fixing things, at this point that is the best I can hope for.  

  FUTURE CUSTOMERS - Beware and take your business elsewhere for you will not get an honest sales transaction with MOR'S Furniture.

  Very disappointed, but leave it in God's hands now.  

   

• Initial Complaint

  Date:07/17/2024

  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 informed the salesman I am a severely disabled senior citizen with severe spinal injuries and hip dysplasia. I told him I did not want a foam mattress because of the severe pain they caused me. I was interested in an innerspring pillow top plush mattress for my back and hip pain. He suggested a medium mattress. I told him I was concerned about it being too firm for my back and hip pain but he said thats what I would need to make sure it didnt sag. After telling me about different mattresses for my back he told me about the 12 mattress. That was the one he said was best for my size so I purchased it. I had an 11 mattress at the time. I felt it would be the best option for my size and weight. Never once did he mention or even suggest a tiny thin 8.5 mattress to me. I know I could never fit on such a small mattress like that with my weight! When I asked him about my invoice not showing the adjustable bed frame and mattress as twin xls, he became defensive. I dont know if this was what affected my delivery experience or not. The driver was very rude toward me and refused to lower the foot pedals or do anything else ***** promised he would do. The adjustable base is not 80 per the dimensions. It is 78. The mattress that was delivered to me is a small 8.5 child sized mattress and is only 38 x 76 long. My legs hang off the bed. I was asked to email pictures and promised once I did I would receive a response. To this day I have not never received any response from anyone. There is no plausible reason why Mor Furniture should not have contacted me immediately upon being notified of their error to correct their mistake and make it right by me. Instead, they are pretending to imply it is a comfort issue. This doesnt have anything to do with comfort. This is no way to treat a new customer. *** is aware of their mistake but refuses to accept responsibility and deliver the product and goods I purchased from them. I am requesting my purchase or a full refund.

  

  Business Response

  Date: 07/25/2024

  Case: 22006322
  
  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.
  
  ***************** spoke with one of our customer service managers about her situation. They were able to authorize the exchange requested and ***************** picked out a new mattress and adjustable base that fit their needs. We are still working with ***************** to schedule the delivery of the new items and the pickup of the incorrect items.
  
  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: 07/27/2024

  I notified the company immediately after my first order was delivered how I was treated disrespectfully and unprofessionally by the delivery driver. I also filed a complaint by contacting ******* in customer service. I repeated everything I did in my review the first night. I never even received a phone call from anyone at *** to this day regarding the driver or my review.
  

  Instead, false notes were entered on my account. ****** told me she called twice and left voicemails however, I never received any calls or voicemails from her.
  

  The replacement order on July 25th was scheduled with the same initial unprofessional delivery driver after I filed a complaint, left a review and informed ***** what happened but they scheduled him to deliver my new order anyway. When I tried explaining this to ****, she was rude and accused me of not saying anything to her while at the store as though I were at fault. I was shocked by this behavior! ****** canceled the order the morning of the delivery. **** at the local store accused me of canceling the order. No one knows what anyone else is doing. To this day, I still have not received a call from a manager. ******* also changed my phone number in the system without telling me it would be a permanent change instead of the delivery for that day only. When I explained to **** how I was not aware of this, she hung up on me. I dont know if ****** is calling the wrong number or not because she has not responded back to my emails.
  

  Im incredibly shocked by the way I have been treated as a first time customer by this company. I was told the delivery date was extended now to July 30th for some reason.
  Thank you 

  

  Business Response

  Date: 07/31/2024

  First, we would like to apologize for any inconvenience this may have caused ****************. It is always our goal to ensure that our valued customers have a positive experience with us from start to finish. 

  In the case of ****************, we have communicated with her through both email and telephone to discuss options to rectify the situation. We have a nonrefundable policy for bedding items (i.e. pillow, mattresses, sheets, etc.) as this becomes a sanitary/health concern, however, for **************** we made an exception so we could get to a resolution suitable for all. As of yesterday, we have picked up the product in question from her home and delivered the newer items. 

  We would like to extend an apology to **************** for her experience. Furthermore, we will utilize this experience and her feedback to make improvements to ensure every customer has an enjoyable experience with us. 

   

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising 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 a full furniture set from More in 2023 and purchased the warranty on the advise of the salesperson to cover wear and tear as well as other potential issues with the set. In less than a year we experienced issues with both recliners as well as our couch. We called the warranty service and they sent out a repairperson who assessed one of the recliners as having a sheared/borked bolt on the base and that the couch had an issue due to being assembled improperly, but that they would not cover it.

  

  Business Response

  Date: 08/01/2024

  Case: 21968638
  
  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.
  
  ******************** purchased the furniture back on 09/02/2022 and purchased the extended warranty through Furniture Care.******************** reached out to Furniture Care on 06/19/2024 to report damage to their Sofa and provided photos and details. Furniture Care scheduled a technician to go out to ******************** home to do an inspection and found several parts of the Sofa were damaged and due to the extensive amount of damages that were found denied the claim. The contract for Furniture Care does state that each incident must be reported within seven days.
  
  Mor Furniture did reach out to the vendor to inquire about parts for the Sofa and was advised that the mechanism for the Right and Left Facing Recliners would be available in September. We are offering to repair the mechanisms on the sofa.
  
  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:06/27/2024

  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.

  purchased a mattress/headboard set from Mor on 4-19-24. was delivered on 4-26-24. On delivery i noticed the box springs were not what we discussed in the show room, we refused delivery of it and requested a refund. I was told the refund was ****** and would take ***** business days. In the mean time we had exchanged the new mattress for another one that was better for us. I paid a difference of 468 dollars on 4-29-24 for that new mattress. We waited the appropriate amount of time for the box spring refund, and never got it. I texted a number the show room people gave me, and I called their corporate number on 5-20-24 to inquire about not receiving it. A corporate representative told me that she saw the refund on her end but didnt know why it didnt process to my bank. She said she would call me back within 48 hours with an update and she never did. I called back again on 5-24-24, and a different representative told me that my refund had been applied to the mattress exchange and that I would not be receiving the money back. She said it was applied to delivery charges and fees. I was unaware of this and had never been told this by anyone. I was under the impression and told by the sales people that the mattress exchange was just the price difference of the mattresses and they were giving me the same deals from the original purchase. (Which waived delivery fees) The corporate representative insisted that I needed to go back to the store, and that she would not help me. This Made no sense cause these are The same sales people that told me to call corporate. Ive been patient long enough Im not going into an endless back and forth with corporate and the store. Also i got a text from their text line that said I need to wait for the box springs to be cycled back into their inventory first. Why all this contradicting information? my receipts show no evidence of any fees being applied to the mattress exchange. I also reported to the Idaho consumer attorney general.

  

  Business Response

  Date: 07/01/2024

  Customer Name: *****************************
  Customer Code: **********
  
  We thank ************************ for bringing this to our attention.
  
  After careful review of Mr. *********** complaint. He believes he should be refunded for the 2 box springs in the amount of $371.00 that were returned. However, this amount was transferred to the purchase of his new mattress.
  
  The amount of the old mattress:  $2851.95 (including tax & delivery)
  ************************ paid the difference between the credit and the cost of the mattress at $468.00
  This left a balance due of $2383.95
  
  We applied the credit from the old mattress in the amount of $2012.95
  As well as the amount of the box springs at $371.00
  For a total credit in the amount of $2383.95
  
  Mor Furniture feels that ************************ was fairly charged and is due no refund at this time.
  
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 07/01/2024

  This response is not acceptable and its basically repeating what *** already explained in the complaint. The corporate team did the correct math if you go by their corrupted rules of this, so good job corporate team. But thats precisely what the issue is. I was not told that I was giving up a refund or that my refund was being applied to any new mattress. Your 2 sales people told me that ALL of the specials and deals from the original purchase were being honored with the mattress switch. And no one told me that my refund amount was being applied either. So there should be no extra charges or delivery fees or anything like that included here. Something is missing. At some point here Im being scammed or lied to. Hold your sales people accountable. And again where is this explained or itemized on a receipt for me to see? 

  

  Business Response

  Date: 07/24/2024

  Case: 21908797
  Customer Name: *****************************
  Customer#: **********
  
  We appreciate Mr. *********** response, and we hope to clarify any confusion with his order.
  ************************ refused the delivery of the two box springs and requested a refund for the box spring for $371. However, he had not disclosed to the representatives assisting him that he went to the store to set up an exchange only a few days after the delivery. We spoke with the managers at the ***** location about this order. They verified the following information.

  ************************ originally had an ****************** 13.5-inch Brenham Firm Hybrid Mattress purchased for $1,899.01 plus tax for a total cost of $2,012.95.For his new mattress, he selected an ************************* Adapt II Hybrid Medium Mattress for $2,549.01 plus tax. ************************ was also informed about a new delivery fee of $150 plus taxes. Together, this made the new purchase cost $2,851.95.
  With the credit applied from the original mattress, this left him with a balance due of $839. The only transaction made to his card that day shows he only had to pay $468 out of pocket. This leaves a remaining balance of $371.The salesperson took the pending credit of $371 and instead applied it to the new purchase. Had the salesperson not used this credit towards the purchase, *********************** would have been charged for the remaining $839 instead of the $468 he paid that day.

  Our system shows Mr. *********** account with Mor ********************** has no pending payments or refunds due.
  

  Sincerely,
  

  MOR Furniture Customer Service
  Complaint Resolution Team
  
  

  Customer Answer

  Date: 07/24/2024

  This is getting beyond ridiculous.
  

  The part  ************************ was also informed about a new delivery fee of $150 plus taxes.  is false. This is literally why there was a problem in the first place. I was not informed. I left the store thinking I paid an up charge for the mattress and was given the same discount and no delivery fee and still assuming I had a refund coming to me.  If I had been informed about all this at the time they claim, i would have never made the refund inquiry phone calls to corporate in the first place. Why am I continuing to explain the exact same thing?  So then what this comes down to is the sales people took care of the mattress exchange for me without explaining the details and telling me that all the same deals applied. So now Im seeing that due to your sales people you wouldnt owe me the refund of the 2 box springs, but you still then owe me a refund of the delivery fee and taxes cause that is what I was told/ not explained to me at the store. They caused this confusion. This is totally about the principle of this situation you have people not doing the right thing and then corporate just letting it go. And none of this makes sense cause your sales guy had another 8 thousand dollar sale in living room furniture lined up with me and he screws that up over a delivery fee and a 371 dollar refund?? Makes no sense at all leads me to believe corporate just wants to shift blame.