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:01/03/2024

  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.

  Purchased new furniture that was delivered 12/13/2022 for $2085. On 12/26/2023 the couch made a terrible cracking sound. Mt husband identified a large knot in the front panel where the center support that impacts the structural integrity right where the "seat" for the couch is attached. I contacted Mor Furniture immediately, and they responded the following day saying the warranty was up on 12/13/2023 (13 days before) and that they were unable to help us. I do understand that a warranty expiration has to be in place and there is a drop dead date for that but this is a design flaw on a couch where two adults over the age of 50 live. It has barely been sat on. It seems that such a deign flaw would be something they should help with.Account number with Mor is **********.

  

  Business Response

  Date: 01/10/2024

  Case:21071311
  Customer Name: ***********************************
  
  
  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.
  
  *********************** originally had the sofa delivered on December 19th, 2022. On December 27th, 2023, *********************** reached out to us to advise a break in her sofa frame near where a large knot in the wood was located. This caused a collapse in the frame itself. *********************** was advised by our **************** Team the sofa was outside of the 1-year manufacturer warranty provided by Mor Furniture and our warehouse would not be able to assist with repairs. Upon further research, we found the manufacturer ******************************* offers a longer warranty regarding the frames of their product.
  
  Since the issues being reported by *********************** fall under the description of a manufacturer defect, an exchange was authorized by our Resolution team. *********************** was contacted to let her know about the exchange and the transfer of the product for delivery. We also advised ********************** that the agents she spoke with were made aware of the warranty offered by the manufacturer.
  
  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.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 01/10/2024

  
  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.

  Should Mor Furniture not follow through with their solution, I will be back in touch. 
  
  Regards,
  
  ***********************************
  
   

  
  

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ********** Power ************** Loveseat on 12/26/23, Order Number 12263FAPOIJ for the amount of $4,398.92. I have not received my products because the store does not have an estimated delivery date. The concern is with false advertising. The Mor furniture website states that if you enter your email address you will save up to 30% on your purchase. I did that and received a confirmation email. The store refused to honor the discount advertised on their website stating that they are already having an in-store sale of up to 30% . The associates did not provide any proof of original pricing or their claim that the products were reduced by 30%. Mor furniture needs to honor the up to 30% discount that they offer if you enter your email address and prove that their in-store products are actually reduced by up to 30% per their New Year sale. The store manager was rude and corporate office of no help. Each said to call the other. I am owed a refund for the advertised savings. I know ********** laws do not allow this type of scam with false advertising. Will you please investigate and assist me with getting the savings promised by their advertising? I don't want this to happen to someone else. The store needs to prove the 30% discount. Thank you.

  

  Business Response

  Date: 01/05/2024

  Case ID:  ********
  Customer Name: *************************
  
  
  We thank *************** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  *************** made a purchase on 12/26 for Kingston reclining sofa and loveseat. At the time *************** purchased the collection at the sale price of $3,245.01. Regular retail price is $4,599.98. The advertisement the customer attached is described as UP TO 30% off.
  
  Should a customer purchase this collection without the personalized discount the sale price would be $3,995.00. A screenshot of the sale on our website has been provided as proof of pricing. We have attached the invoice in question for your review of regular & sale pricing as well as applied discounts.
  
  As to her complaint about the delivery, if the items ordered are not in stock, we provide an estimated arrival date based on the manufacturer's lead time. Still, delivery times may need to be adjusted if the manufacturer does not get the product to us in time. Currently the product has been shipped by the vendor and we estimate arrival in the next couple of weeks.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought furniture like 3 months ago when they got in my house I contacted the customer service complaining about the bed I received it was of bad quality and everything was not right about it they ended up telling me that the bed was okay and there was nothing they could do about it and I left it like that no much help was offered with my complaint down the line 3 months its the horrible bed I ever bought from any store the head board has fallen apart the storage drawer dont close all the way they keep hurting our legs and am still paying for the bed its the worst experience ever I feel cheated for my money. I cancelled some of the furniture I had bought I just wish I cancelled all my orders and take my business where they value customers.

  

  Business Response

  Date: 01/10/2024

  Case:21074629
  Customer Name: *************************
  
  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.
  
  Mrs. ***** received her bedframe along with a mattress and a few other items on October 8th, 2023. Over the next few days, Mrs.***** reached out to our **************** platform to report the issues with one of her drawers and the size of her mattress. We reviewed the messages, and we show the conversation was starting to shift towards the issues regarding the size of the mattress which was resolved. However no further mentions were made regarding the drawers and communications ceased on October 12th,2023. There was no mention of the issue with the headboard around this time.
  
  We have reached out to Mrs. ***** and while we have received the video and close photos of the bedframe, we are still waiting for the overall photos of the entire bedframe itself so we may validate its current overall condition. A few attempts have been made to reach out to Mrs. ***** but we have yet to receive a response back from her. Once we receive the overall photos, we will be able to further assist her with the issues being reported.
  
  We would like to extend an apology to the Njobu 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.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:12/21/2023

  Type:Order 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 paid for the insurance on furniture I spent almost $10,000 on, yet they wont come and send me the chaise cover that is falling at the seams that I was promised Id receive in early December after calling them for 6 months regarding this issue.*** called customer service many times in regard to this issue. Resending pictures of the falling seams. Had several customer service reps confirming I would be receiving the new chaise cover. One rep stated Id be getting it early December. Its late December. Nothing. I called again and they said Im no longer receiving it? How does this make sense?

  

  Business Response

  Date: 01/05/2024

  Case: ********
  
  Customer Name: *****************************
  
  
  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.
  
  ************** reported that the Chaise casing seam was separating, and a part order was placed at the time and was voided per the vendor request. The vendor advised that this is how the product is produced.  After speaking with *************, we have came to the agreement that Mor Furniture would set up an exchange for the Chaise cushion only.
  
  ************** was advised that if the new Chaise casing has the same line across the casing that this is how the product is manufactured and that ************** would seek 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 Team
  **************

  Customer Answer

  Date: 01/07/2024

  
  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:11/20/2023

  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.

  On November 18, 2023, Mor Furniture delivered a mattress and adjustable base to my partner's apartment. When the deliver person arrived and saw the old mattress, box spring, and metal frames in the bedroom, he stated that he was not told to remove the old bed set per his work order which he then showed me on his phone screen. Mor promised a "white glove delivery" which included in their website: ********************************************************************************. I confirmed this policy via text to the ***** line on November 16. After the delivery person told me there was nothing I could do since it wasn't on the work order and that he "doesn't work for Mor" and was only a contractor, I asked him how much would it cost to have him remove them anyway since we needed the space to install the new bed set. He said that it would cost him $80 for the mattress at the dump and for the box spring and frames, they would be additional $20. I agreed to pay $100 and told him that I will take up the matter with Mor that afternoon.After the delivery person left the apartment, *** texted me back and asked who I had paid $100 to and that the removal should have been included. I texted back explaining the situation, and *** rep said they would look into it.A few hours later, I received a text back from Mor stating that their ********************** confirmed that the delivery included a removal of mattress and box spring but not the metal frames. Because the mattress and box spring were removed, I "technically" was offered $100 to remove the frames which I accepted. That was unprofessional and a lie, and I have 2 other people who were present to witness my conversation with the driver (as I had to drive to the *** to get the delivery person the cash for the removal). Is it ***** standard practice to go out to find a "technical" response to prove that the customer is wrong? I could careless about the $100, but now I'm frustrated at how I was treated by the delivery person and Mor.

  

  Business Response

  Date: 11/30/2023

  November 30th, 2023
  
  ********************************
  Your Better Business Bureau
  Conciliation & Engagement Department
  Case: 20898479
  
  Customer Name: ***********************************
  Customer Code: **********
  
  We greatly appreciate ********************************** for taking the time to provide his open and honest feedback and 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 for Less works with a 3rd party contractor Home Delivery Link to facilitate all deliveries in the regions where we operate. As ********************************** was advised by the driver, the personnel who deliver the items are employed through Home Delivery Link and not MOR Furniture. We offer removal of the box springs and mattresses with every purchase of a new one, but the removal of items is at the discretion of the delivery team themselves. 
  
  After reviewing the information provided in the complaint, we worked with Home ************************* Team and our Dispatch Team to discuss the delivery on November 18th and the responses from both parties. We would like to extend an apology to the Kriengkraipetch 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.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************
  
  

  Customer Answer

  Date: 12/05/2023

  Hi -

  Thank you for  your reply. I'm replying because I have trouble with the response, and I think it's a brush off response.

  First - Mor Furniture For Less. You are a business. I dealt with YOU and YOUR salesperson when I purchase the couch, the same person who set me up for delivery. I didn't call a third party - YOU did - I didn't have a choice. So as a business, do you not screen your third party contractor since they are representing you and your brand? I would reconsider using them then. One good thing that has come out of this is I've told this story to my classroom trainees since I, too, work in customer service industry, and we value our reputation. 

  Second - you lied then on your delivery policy stated here: ********************************************************************************. "What Does White ***** Delivery Include? When you choose our white glove furniture delivery service, our team will deliver and set up your furniture. Once your furniture is assembled, the team will remove any packaging materials from your home. If you have ordered a mattress, we will remove your old mattress at no charge." If you're saying removing the old furniture is at the discretion of the delivery team, then you shouldn't make this so clear that removing them is a normal part of your delivery policy.

   

  

  Business Response

  Date: 12/12/2023

  December 12th, 2023
  
  ********************************
  Your Better Business Bureau
  Conciliation & Engagement Department
  Case:20898479
  
  Customer Name: ***********************************
  Customer Code: **********
  
  Thank you for reaching back out regarding our response from November 30th.
  
  We worked with Home Delivery Link for several years and from our experience working with them and their delivery personnel, they have done a great job facilitating the ***** ************** services we offer. Unfortunately, Mr. **************** experience with their delivery fell below the ***** All information provided by ********************************** was sent over to Home Delivery Link for review to prevent this situation from happening in the future. We would like to offer ********************************** a $75 in-store credit for all the trouble theyve experienced so far with our services.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:11/20/2023

  Type:Billing 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 am writing to express my deep concern and distress regarding the sharing of my nonpublic information with the three bureaus, resulting in inaccuracies on my credit report. This has caused significant financial and emotional turmoil for **** must emphasize that under 15 USC **** Section 602, I have an explicit right to privacy regarding my information. Moreover, 15 USC **** Section 604 A Section 2 stipulates that a consumer reporting agency cannot furnish an account without my written instructions, which have not been provided in this case.Furthermore, I want to highlight 15 USC **** B, which prohibits creditors from treating any payment on a credit card account as late under an open-end consumer credit plan.The impact of these inaccuracies and disregard for regulations has been severe on both my financial standing and emotional well-being. I urge immediate rectification of the inaccuracies on my report and prompt cessation of sharing my information without proper authorization.

  

  Business Response

  Date: 01/03/2024

  Case ID:  ********
  
  Customer Name: ***********************
  
  We thank ****************** for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We have made multiple attempts to contact ******************, including email and phone, for further information on how we could assist him. However, to date we have not had a response. Mor Furniture considers this case closed until ****************** contacts Mor Furniture for further resolution.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this couch from you in September first delivery it came ripped then they came to exchange it but that one the whole **** was cracked then they came with one that the bed was cricked so the cushions wouldnt sit all the way down then they had a service tech come and he said to let them bring me another one then they called saying they would be able to deliver that one for 1 week cause the one they had the frame was cracked then same thing happened 1 week later it was cracked then Friday they came with one that the bed frame was cricked and the cushions were not sitting down all the way so I told them to keep it cause its the same as the one I already have I have given u guys 5 to 6 tries to get this right and at this point I am done I want a refund whenever I text the customer service number they say I cant get a refund because it only works for 72 hours after first delivery but I wouldve returned it if I knew you guys couldnt get it right but u guys asssured me u would bring me one that didnt have anything wrong with it so in this case I should be eligible for a full refund on the mattress thats super uncomfortable and the couch that's broken

  

  Business Response

  Date: 11/21/2023

  Case:20859936
  
  Customer Name: ***********************
  Customer Code: **********
  
  We greatly appreciate ***************** for taking the time to provide her open and honest feedback and 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 ******************* account and interactions with us regarding the issues she encountered with her exchanges. We assisted ***************** with returning her sectional and mattress and will be providing her with a full refund including her original delivery fee. It will take between **** working days excluding weekends and holidays for ***************** to receive the refunded amount of $ ******** back to the original method of payment.
  
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of 2022, we purchased a large sectional, chase lounge, a large faux fur area rug and a side table, and everyone was great at the store (of course) Within the first few weeks i noticed that there were large gaps in the cushions. they did not fit snuggly together like they should have. After Months of emails, pictures, phone calls and just getting the run around between the store and the protection plan company I finally got a call saying that i would be getting a new cushion made, because the warehouse finally understood that i received 3- 24" & 2- 27" cushions...instead of the other way around. About 3 weeks later the Marysville store called and said there is a cushion ready for me and i explained i live an hour and a half away and had two small children i would try to get there in the next couple of weeks. I was contacted about a week later and told that it needed to be picked up or it would get sent back to the warehouse on Tuesday. It was Monday. I did not get my cushion after months and months of the run around. During all of that I was having a totally different issue and trying to take care of that. I honestly didn't even want to bring up another issue considering i was still dealing with the wrong size cushions and I am only like 2 months into having this $3,000+ couch. The chaise lounge cushion seam was really crooked and ran up the top of the cushion instead of on the side like it is supposed to and that just looked really bad. I was instructed to contact ********* for that problem and they'd be able to get that replaced no problem since i purchased the wonderful protection plan. I called and they then instructed me to call the store i purchased it at because it was under a year old, and they can't help with anything under a year. Ok?!? I called back, told the associate what happened and he seemed quite mad that the other person told me to call the warranty company. I thought "finally someone is going to help me get my problem handled". He gave me an email and said send me photos of the lounge and i'll get this taken care. Repeat of what happened up above. Emails, calls, runaround. So come October 2023, I have now had this couch for a year, still all of the same problems. nothing has been fixed. I excitedly call Safegaurd since they can now help me with my chaise lounge cushion since it's no longer under the 1 year manufacture warranty and I don't have to try to go through the store to get any kind of help. I am immediately told that they will not cover any wear on the cushion. I explain All of the issues Ive been having to the very rude lady and she could care less. She instructed me to call the store I purchased this at. Are you kidding me? I will not be calling the store. I guess I will try to live another year with this couch the way it is. I would never ever recommend this furniture company or warranty company to anyone that I like. I've probably spoken to 30+ different people and written dozens of emails since purchasing my couch. It's really not worth my time or stress anymore.Last thing I thought was great, after she said Im stuck with the cushion, I asked if she could schedule someone to come out and look at the springs in the corner where it seems a little low and clean some pen marks off of the cushions. She said they cannot do anything about the springs in the corner because I have a few pen marks on my cushions? I have to get my couch cleaned before anyone will look at any issues that are covered.

  

  Business Response

  Date: 11/22/2023

  Case: ********
  
  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.
  
  Furniture Care has reached out to the customer advising them of the dates and times the technician is available. Unfortunately, the technician is not able to accommodate ******************* schedule. They have advised that if the customer is not able to cooperate with the technicians schedule, they will offer the customer a check to keep the product as is.
  
  We would like to extend an apology to ******************* for the experience they have had with Furniture Care. Certainly, we will utilize their feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,

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

  
  

  Customer Answer

  Date: 11/22/2023

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

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased a beautiful couch and love seat with the warranty and delivery fee included. The couch was delivered THREE times with broken, dirty and ripped corners. After the 3rd delivery the manager offered a refund rather than keep delivering faulty furniture. I was only refunded the price of the couches, not the protection plan or the delivery fee. I understand that the delivery fee is separate from the furniture but we didn't get any furniture, through no fault of our own, why should we be responsible for paying for a delivery that we had to returned due to Mor's negligence? We contacted them multiple times only to be told that *** doesn't refund the fee's and we must take them to court. They gave ** their ********* address for process server purposes and bid me a good day.

  

  Business Response

  Date: 11/20/2023

  Case:20844641
  
  Customer Name: *************************
  Customer Code: **********
  
  We greatly appreciate ***************** for taking the time to provide her open and honest feedback and bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  On the original delivery date September 21st, 2023, ***************** informed us of damage to her sofa. She was assisted by our Dispatch Team and written up for an even exchange for the sofa to resolve the issues being reported. After our second attempt, our Dispatch Team communicated with ***************** and she was authorized to return her sofa and loveseat for a refund. Her Safeguard Protection Plan is currently being processed for a refund and will take **** working days for it to be reflected on her original form of payment.
  
  **************** was informed about our return policy and what is included and excluded.The policies are listed on our website. We kindly invite you to review this information at: ***********************************************.
  
  **************** was notified on two separate occasions that the delivery fees were paid to our third-party delivery fee and are not available for refund. Although we understand her frustrations with the furniture, the delivery fee covers the labor and cost of the delivery team that helped deliver, exchange, and pick up her items. We are happy to offer ***************** a partial refund in the amount of $75.00 for the delivery fee and an additional $75 in-store credit for the inconvenience.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 11/20/2023

  They have not paid me back for the warranty on the furniture nor the delivery fee.   I tried on 4 different occasions to receive couch and love seat purchased.  To no fault of my own each time furniture was damaged when delivered.  I don't have what I purchased.  I believe you owe me full refund of delivery fee and warranty of furniture.  A total of $394.15.  

  

  Business Response

  Date: 11/21/2023

  Case:20844641
  
  Customer Name: *************************
  Customer Code: **********
  
  Thank you for reaching back out to us regarding ******************* response to our letter. We apologize for any inconvenience caused by our delays. Upon review, we show that the Safeguard Protection plan refund for $218.19 was processed and sent back to the customer on November *********. As a courtesy, we will move forward with ******************* request to refund her original delivery fee of $154.99 and any taxes associated with the delivery fee back to her original method of payment. Please allow **** working days (excluding weekends and holidays) for the refunds plan to be sent back to the original form of payment.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 11/22/2023

  thank you very much for returning my money that is owed to me.   It should be a total of $175.96 coming back to me.  

  Original purchase

  1805.57

  Refund

  1411.42 on 11/1

  Refund

  218.19 on 11/15

  Refund should be

  175.96

   

  Thank you

  

  Business Response

  Date: 12/15/2023

  December 15th, 2023
  
  ********************************
  Your Better Business Bureau
  Conciliation & Engagement Department
  Case:20844641
  
  Customer Name: *************************
  Customer Code: **********
  
  Thank you for reaching back out to us regarding ******************* response to our letter. We apologize for any inconvenience caused by our delays. Upon review, we show that ***************** is due for a refund in the amount of $159.99 and the applicable taxes of $14.56 for a total refund amount of $174.55. We are processing the refund back to the original method of payment. Please allow **** working days (excluding weekends and holidays) for the refunds plan to be sent back to the original form of payment.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

  

  Business Response

  Date: 01/10/2024

  Complaint ID: ********

  As of January 3rd, **** Mor Furniture has given **************** a full refund of her product, protection plan and delivery fees.

  Respectfully,

  Mor Furniture Resolution Team

  Customer Answer

  Date: 01/19/2024

  
  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:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with this since I first purchased my table I reported it its with warranty I have had numerous people come they would make appointments sometimes never let us know I have rearranged my schedule to accommodate them to come out and replace only to have them not have the part or another damaged table me taking time off is not easy Im a nurse and I have to request in advance all of this time I had to take off multiple times only for them not be able to take care of this I was speaking to numerous people finally spoke with someone ******************* and she seemed to help only to have what she needed and wanted switched by the warehouse she understood my frustration I had a shift to get to and they arrived 2 hours late only for them to tell me they didnt have what I needed they always seem to put the blame on other instead of just taking accountability i have now been written up and taken more time off then I should have for this blaming me for there mistakes I dont have a normal job that I can just take off and it has also cost me more missing work than the table is worth I cannot lose my position its extremely Bury with covid back up and I cant get another write up I have given priority to them and only for them to blame me I have done my part as I have the text messages with communication I cant miss any more work and income due to this Im done instead of yelling and blaming the customer maybe they should have some understanding ans listen to the customer this has given me anxiety at work dealing with this and it not something I can have dealing with my patients care this. They dont seem to understand and after my last text I have heard nothing from them poor customer service they should communicate with each other to figure a way to have customers satisfaction I even went into the store all they do is disrespect there co workers I would never have purchased from them if I knew there customer service was this way I have pictures of everything I cant seem to download

  

  Business Response

  Date: 10/23/2023

  Case:  20667400
  Customer Name: ***************************
  
  
  We appreciate the ********************* for bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  After getting in contact with ******************* and discussing some options for resolution, we honored the return of the table and dining chairs for refund. A refund was issued after the products were returned to one of our facilities.
  
  We would like to extend an apology to the ********************* 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.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************