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

  
• 

  Mor Furniture For Less

  2200 Wible Rd Bakersfield, CA 93304

• 

  The Bedroom Superstore

  8301 S 180th St Kent, WA 98032

• 

  Mor Furniture For Less

  4029 Alderwood Mall Blvd Lynnwood, WA 98036

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:09/19/2023

  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 purchased a furniture warranty from **** furniture that included coverage for pet damage. While I was on vacation for 7 days, my cats urinated on my couch. My claim was denied because my cats urinated on the couch more than one time. I told the customer service representative I was on vacation out of the state and had no control over the fact that I couldn't make the claim after the cats urinated on the couch one tine. I was told that the cats urinating on couch while I was on vacation was considered neglect and therefore the claim was denied.

  

  Business Response

  Date: 09/21/2023

  Case: 20628144 
  
  Customer Name: *********************
  Customer#: **********
  
  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.
  
  ************** placed a claim for multiple pet damage issues due to bodily fluids on the sofa from her cat while on vacation. Upon receiving the pictures, it was determined to be accumulation as each incident must be reported within 5 days.
  
  Since *************** was out of town and unable to report each incident as they occurred.We have overridden the Furniture Care Protection denial for her claim ******* and authorized a spot removal service by Furniture Care Protection as a resolution to her BBB claim.
  
  ************** will be contacted by a Furniture Care Technician to complete this process.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:09/05/2023

  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 purchased a couch from MOR Furniture. I talked to the saleswomen, ******, who ended up selling me the couch. I explained I loved my last couch I bought there and bought a similar couch. I wasnt going to buy as large throw time because my dog chewed the cushions and last time the insurance didnt cover it. She assured me the insurance now covers if a pet chews up the cushions as it would be accidental damage. So I paid an additional $300 for the insurance on top of getting the extra pieces for the couch because the insurance would cover when my dog destroyed the cushions again. I end up making a claim when it happens, it was 4 cushions and the claim was denied. The dog chewed another the day I was told of the denial. I was told insurance. I contacted care who got me in touch with a manager named *** from the ******************* where I purchased. I told him what happened and he assured me he will figure something out and call me the next day. I had asked for the $300 to be refunded and new cushions or reimbursement for new cushions. His call never came. I called the store two days later and the original sales woman ****** answered. I explained what she had told me and what happened she never denied it and said she doesnt remember saying that, I asked for her to have the manager call me back because he was on lunch. The call never came. A couple days later I got a text from the customer care about how I need to pay like $70 a cushion and they can set up delivery. I asked them to have manager *** call me from that location. They said they sent an email. He has yet to call. I called the store and someone supposedly named ***** answered and was rude, said they had no manager and said it might not have been ****** because their sales people write other peoples names on the sales receipt for reasons I wouldnt know. I described her and he confirmed it was ****** before hanging up on me. They lied for the sales commission and wont help me at all

  

  Business Response

  Date: 09/06/2023

  Case: 20559259
  Customer Name: *************
  Customer#: **********
  
  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.
  
  Since the transaction took place in August of 2021 we cannot confirm what was communicated at the time of sale. ************* purchased the Furniture Care Protection Plan which is a limited contract for accidental damages.
  
  A full contract of coverages and exclusions was given to ************* at the time of purchase as it is printed with the order invoice for proof of coverage. As well as the coverages are listed on our website. We kindly invite you to review this information at: *************************************************
  
  It is noted that Human & Pet Biological Stains are covered however it does not cover damages from pet in any other form. Attached is the original invoice and full *** contract highlighting the exclusion. We are happy to order the needed parts from the vendor providing the fabric is still available at our replenishment cost as the original manufacturers 1 year warranty has expired.And/or provide a prorated refund on the *** contract for $75 + applicable taxes.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,

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

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov. 21, 2021, my wife and I purchased a new Azul Brown ********* Chase and small sofa set. We were at the time living in a smaller location and we told the associate when we purchased that we would be moving and would need at least 2 more pieces once we moved. We were told at the time of sale that there is no problem and we could always do an order for the console and corner wedge later. We spent over $2000 at the time of the sale and picked up the product from the ******************* warehouse.Now that we moved and got a new house, I requested to get a corner wedge and 2 consoles.The Internet manager (*****) took my money on the 23rd for 2 consoles and I also requested at that time, to get me a corner wedge in brown as well. I picked up 1 console last week from the Murietta location and when I got the console (floor model), I told the man at the store I wanted the wedge too. He said he did not have any there, but he looked on line and said there were many still there and he even said that there may be one in a breakroom at one of the stores. He told me to reach back out to ***** to get one and I could pick it up from the whse.When I got home, I did just that, and now ***** says there are some but they are in the floor sets in some locations. I told him I wanted one and needed it as that is what we were told when we purchased our set. He refused to have one sent to the whse as he said they are on floor models and in the set. I bought the console that was part of the set with no problem. I repeatedly asked ***** to locate me one after I had to make the connection back to him as he never got back to me. He stated to me that we were going around and around. I told him I wanted one and would pay over phone for it. He plain out refused my service as a customer because they are on the floor in some location. I felt bated by this as we told the people when we purchased what we wanted, and now that I got to get it, ***** refused to sell. I need the corner wedge asap

  

  Business Response

  Date: 09/21/2023

  Case: 20545087
  
  Customer Name: *******************************
  Customer#: **********
  
  As a follow-up to Mr. ********** original claim for purchase of discontinued item, we were able to locate a floor sample item in good condition. ********************** agreed to purchase the item at a discounted rate so that he could complete his sectional.
  
  ********************** picked up the item on September 15th,2023. Mor Furniture has closed the case for ********************** at this time. We have attached the finalized invoice for the purchase for your records.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 09/21/2023

  
  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.

   

  I was very unhappy with the pickup of my product as I arrived early enough to let the store know I was there to pickup and 10am and it was past **** before I received my product and I was the 1st customer in the store.  Very disappointing and nothing was done on the companys behalf.
  
  Regards,
  
  *******************************
  
   

  
  

• Initial Complaint

  Date:08/25/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  paid $1000 for 2 recliners. after 8 months the backs of the chairs had deteriorated to the point that neither my wife or I could sit in the chair without feeling the boards used to frame the recliners. it is bad enough that my 9yo cannot sit in the chair without creating a gap between the bottom and back cushion. I tried to contact mor warranty department and they informed me that because i didn't pay the $250 per chair delivery charge that wouldn't deliver the chairs for 4 months, that i would be responsible for paying for a tech to come out to inspect the chairs or transporting them 5+ hours from ********** to *******. I offered to pay the inspection charge if it was found to be normal wear and tear but if it was found to be a manufactures defect that they would agree to waive the inspection charge. they refused this compromise. the woman i talked to (*****************************) was rude, unhelpful, and when asked if i could speak to her manager said "this is my office and my chair and im not moving. my manager doesn't have a phone so you can leave them a voicemail or you cant talk to the manager."

  

  Business Response

  Date: 08/29/2023

  Case ID: ******** 
  Customer Name: ***************************
  Customer Code: **********
  
  We thank 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.
  
  Mr. ***** ***************** picked up 2 recliners from our ******, ** location on November 2022. In August 2023 the customer reported issues with the recliner. As advised under our warranty policy: Customers who do not take advantage of our **************************** or subsequently move out of our service area are responsible for transporting the product to any of our service centers for free warranty evaluation prior to any claim being reviewed.  
  
  Mr. ***** **************** had sent in pictures for review of their claim which was determined to be normal wear ***** tear by our *************************** team. Under the warranty exclusions Normal wear ***** tear is not covered under the manufacturers warranty. We kindly invite you to review our warranty policy at *********************************************************************  on both counts.
  
  Upon our offer to assist further and provide a courtesy service under warranty with *****************************, the customer neglected to advise of their current address in **********. Mor Furniture does not have any retail location in ********** and is outside our service area therefore we cannot facilitate a service or exchange. At this time Mor Furniture is unable to assist Mr. ***** Mrs. ******* claim unless they would like to return the product for service to the closest warehouse.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:08/15/2023

  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.

  See Attached document.

  

  Business Response

  Date: 09/06/2023

  Case ID: ********
  Customer Name: ******************
  Customer Code: **********
  
  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 May 28, 2023. Delivered on June 3,2023. On June 5, 2023, **************** notified us of his concerns about the seat cushion not being firm enough. We set a service inspection under warranty for June 9, 2023. All within a reasonable amount of time.
  
  We do apologize that the time frame **************** was provided for his service had been changed due to modifications in the route. **************** requested we come at a specific time. Unfortunately, we aren't able to accommodate a specific time needed for a delivery because they are routed geographically.
  
  Our tech reported the seat core was sagging. Mor Furniture ordered a replacement core from the vendor under warranty. We do not stock replacement parts & order them as needed directly from the vendor. For this reason, we quote 8 weeks for the arrival of parts. Some domestic vendors may ship quicker than others. We delivered the replacement product on July 28, 2023.
  
  **************** was not home to receive the new cushion core, so no installation was provided. Mor Furniture feels we assisted the customer to the best of our ability and have closed ****************** case due to replacement of defective cushion core under warranty. Should **************** have further warranty concerns,we urge him to contact us directly. Our phone lines are open between 9am to 5pm, M-F Pacific Time at **************. Or please reach out to us virtually through text, *****, or email, at *******************************************
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,

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

• Initial Complaint

  Date:08/04/2023

  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 placed an order on July 15, 23. I was told delivery would be in 2 weeks. At the 2 week mark I called, they than said it would be end of August. 2 days later, they called and said they "pulled some strings" and would deliver the following week. The strings they must have "pulled" was a return or floor model. After delivery guys left i inspected the bed and it had scratches and dings all over, rugged wood with paint slopped all over it, and very sharp and not finished edges. I called within an hour of it being delivered, and set up a return. I was told I'd have to pay a $*** pickup fee which should NOT be paid by me since the product is damaged. At the end of all this, they then tell me I'll also have to pay a *** fee from the beginning delivery even though I had FREE delivery (theyre saying im losing my original delivery fee). Then again told only $*** by chat and sales person. Once they picked up I got an email receipt saying my refund is only $*******. My purchase price was $*******. They took $***! I am not paying this for an item that was DAMAGED and unsafe. Sales person ***** also tried manipulating me saying I may be able to get fee waved if I came in and chose another bed set!
  I need my FULL refund since this bed was a used return or floor model that came in bad shape. I should not be responsible for a $*** fee because of this

  

  Business Response

  Date: 08/23/2023

  Case
  ID: ********
  
  Customer
  Name: ****** *******
  Customer Code: **********
  
  We thank 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 sincerely apologize if there were complications on the day of
  delivery. Mrs. ******* received a
  delivery on August 2nd. Mrs. ******* reported some scratches on the product
  on August 4th, that may have happened during the delivery processes.
  However, the delivery team took pictures on the day of delivery showing no defect
  or damage.
  
  Mrs. ******* did have the opportunity to refuse the product if she
  was unhappy with the quality, giving her a full refund of product, delivery
  & taxes. However, she decided to keep the product in the home which
  completed her delivery service charged at $****** + taxes (under Premium
  Service on the invoice). Once delivery is completed the fee is nonrefundable. We
  waived the additional pick-up fee for the product as a courtesy. Her total
  refund is in the amount of $******* (not the $******** that was stated in the
  complaint) which is being processed back to her Finance account within 2-3
  billing cycles.
  
  If
  you have any further questions, please do not hesitate to contact our Customer
  Service Department.
  
  Sincerely,
  

  MOR Furniture Customer Service
  Complaint Resolution Team
  

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

  

  Business Response

  Date: 08/29/2023

  Case
  ID: ********
  Customer
  Name: ****** *******
  
  We thank 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. ******* provided the same documentation we advised in the
  first resolution letter. Verifying she was told by a Mor representative that
  the delivery fee is nonrefundable in the amount of $****** + tax ($******).
  
  Shipping, is not our Premium Delivery Service but a drop ship type
  of situation where we bring the furniture in original manufacturers packaging
  with no assembly and is left at the customers doorstep.  Our delivery fee is listed under Premium
  Service as it included assembly and 1 year in home service.
  
  Once delivery is completed the fee is nonrefundable. Her total
  refund is in the amount of $ ******* which is being processed back to
  her Finance account within 2-3 billing cycles.
  
  If
  you have any further questions, please do not hesitate to contact our Customer
  Service Department.
  
  
  Sincerely,
  MOR Furniture Customer Service
  Complaint Resolution Team
  **************

  Customer Answer

  Date: 09/08/2023

  I should not have to pay ANY fee for the garbage that was sent to me. The bottom was so sharp and dangerous! No picture could have shown that. Also, I contacted synchrony back and they said NO REFUND was sent so they told me to open a dispute! 

• Initial Complaint

  Date:08/02/2023

  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.

  This transaction took place in the month of April. I purchased a Sealy mattress for Mor Furniture store. There was several problems with the bed so, I had someone from their company come out to examine the bed. Upon examination their person agreed that there was several things wrong with the bed. The bed was not quit a full ********** queen as it was approximately five to six inches short, so every morning My husband and I would have to retrieve our pillows from between the mattress and headboard. Also every morning our sheets would be all balled up and the sheet would continue to come off the corners of the bed even though I bought a protective mattress cover for the bed. When I spoke to customer service, it was revealed to me that there was others who also complained about this same mattress slipping. When I went to Mor furniture to let them know about what I was experiencing. I had to go through two different representatives before the company brought out a third representative who was so disrespectful. Basically he was telling us that there was nothing we could do. He was not even willing to try and rectify the situation. He was saying that we was pass our warranty and that was it. We was trying to tell him that we was still within our warranty timeline. Eventually he went to his computer and to his surprise it was all in the note that we was still well within our warranty and that we made our complaint within the time frame. The most important thing I want you to know about this situation, was how bad this third rep treated us. Here we are purchasing a four thousand dollar mattress, and this guy treaded us like he did not even see us or like we was not buying customers. He did not apologize about being wrong. Last he threatened us by saying you have one week to make up your mind although we made our complaint well within our time line. At this point we just want our money back and would like to go somewhere else to purchase another mattress.

  

  Business Response

  Date: 08/16/2023

  Case: 20410432
  Customer Name: *******************
  Customer#: **********
  
  We greatly appreciate *************** taking the time to provide her open and honest feedback.
  
  *************** purchased a new Sealy Mattress in April 2023. She started to report issues with the mattress at the end of June. We sent a technician to the home for inspection. The tech found a defect in the sizing of the mattress. The vendor has approved an exchange due to this defect. The new mattress is due to be delivered on September 2nd.
  
  The customer is happy with this resolution currently. Certainly,we will utilize your 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:07/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 29, 2023, I brought a Wall Art from Mor Furniture For Less. (orders #*****FCGWGN, SKU301291042, ************ Wall Art, ******************, ************* $174.00. I paid $99.99 per Mgr approval, with tax $107.74. I was told the Wall Art would be available 5/27/23 at the Colton ********* May 13, I brought Bedroom Furniture and was told the Wall Art was there and they would deliver it along with the bedroom Furniture, *****************************, Salesperson. Bedroom set delivered, but no wall Art. I called and was told picture was never there to be picked up. Fastfoward I have been calling *** and get different stories, Fed Ex will delivery it per Letta Sataya. You will get it June 21. I told them I would be out of town that day. I told ***********************,. She would reschedule and get back with me. It never happen. Also spoke with *****************************, "I am currently working with warehouse for a tech drop off for your wall Art". Spoke with ************************* sales person. He would hurry and get me off the phone just making up " you will get it next week.I Just want my Wall Art (Broor94272). I do not want a refund. Does it take 4 months to get a Wall Art. BBB Please help.

  

  Business Response

  Date: 08/15/2023

  Case: 20376294
  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.
  
  Unfortunately, since the item was never delivered or picked up by ***************** the order was cancelled and refunded the full amount of $107.74 to ***************** **** card on July 14th.
  
  We do have another in stock if ***************** wanted to repurchase the wall art, we will honor the discounted rate offered by the store management team at the time of sale. We have left a message and sent our email to attempt to assist ******************
  
  We would like to extend an apology to ***************** for the experience he 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: 08/18/2023

  The issue has not yet been resolve.  I am keeping  in touch with Mor Furniture Store, I spoke with ***************************.  She will resend the picture out on September 7, 2023.  Until then,  I will be back in contact with you.   Thank you for all your help in this matter.

  

  Business Response

  Date: 08/24/2023

  Case ID: ********
  
  Customer Name: ***********************
  Customer Code: **********
  
  We thank ***************** for her response to our resolution letter. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  We are working with ***************** to reinstate her purchase. The item is in stock for delivery on September 7th. We will keep in touch with ***************** through the process and follow up after delivery to ensure the delivery goes well and she is happy with her purchase.
  
  If you have any further questions, please do not hesitate to contact our **************** Department.
  
  Sincerely,

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

  Customer Answer

  Date: 08/30/2023

  I am waiting for the delivery of Picture due on September 7, 2023.  Once I get the Picture the case will be resolved.   Thank you

• Initial Complaint

  Date:07/20/2023

  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.

  Complaint regarding defective dining table and poor warranty claim processing I purchased from your *** WA Showroom on January 28th, 2023 . The details of the purchase are as follows:Document Number: 01283CBOPAM Customer Number: ********** At the time of purchase, I made it explicitly clear to the representative that the dining table was intended for use in our Airbnb located in the basement. Following their recommendation, I decided to invest in the 4-year warranty plan. The chairs accompanying the table are made of fabric, and unfortunately, out of the six chairs, two are currently wobbling and broken. As the damage appears to be internal within the fabric, it is difficult to ascertain the exact issue.In light of this problem, I promptly reported the issue and initiated a claim in order to have the chairs repaired. However, I have encountered numerous obstacles in the process, as Furniture ******************** the warranty provider, has been actively seeking excuses to deny my claim. Some of their excuses have been quite laughable, and I would like to outline a couple of instances below:First Excuse: Initially, they requested photographs of the chairs to assess the damage. However, as the broken piece is located inside the fabric at the back of the chair, it is not visible in the photographs. Consequently, they unjustly declined the claim, arguing that nothing could be seen in the pictures.Second Excuse: When I insisted that the chairs were indeed broken and required either replacement or repair, they invoked the fact that I was using them for Airbnb purposes as a reason to reject my claim.It is disheartening to witness the persistent efforts made by Furniture ******************* to avoid their responsibility in addressing this issue. If your warranty explicitly states that it cannot be used for Airbnb purposes, I request that my protection plan be canceled and a refund be issued accordingly. Since the inception of our communication, I have consistently communicated that the furniture was intended for Airbnb use. Furthermore, considering that we have only recently started our Airbnb venture and have experienced relatively low booking volumes, it is evident that the quality of the chairs is subpar. Instead of standing by your product and providing appropriate assistance, I have been subjected to unnecessary suffering and inconvenience.

  

  Business Response

  Date: 07/31/2023

  Case: 20351687 
  
  Customer Name: *******************
  Customer#: **********
  
  We appreciate the ***** 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.
  
  ******************* purchased a floor model dining set in January 2023. We cannot confirm what was discussed at the time of purchase regarding the use in a commercial setting. However, our website does explicitly states This warranty does not apply to products purchased for commercial use, whereas the one-year limited warranty is null and void. We kindly invite you to review our warranty policy here: *********************************************************************
  
  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
  

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

• Initial Complaint

  Date:07/15/2023

  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 purchased aNew Haven Adjustable Extendable Dining Table & 4 Chairs in Gray from Mor Furniture in Tukwilla ** in September 2022- document number 09182CBTETQ and Customer Number **********. When they delivered the table there was damage so we sent it back- they delivered two damaged tables and both were sent back. The final undamaged table was finally delivered on Nov 5 2022. The cost of this table and chairs was $1295.00 plus delivery plus the 4 year safeguard protection plan. The 4 year safeguard protection plan covers accidental scratchesif reported within five days. I submitted my first claim for multiple scratches on 12/30/2022. They communicate a **** review timeline to respond after they receive the claim. They exceeded this timeline but eventually they sent a repair person on on Feb 21, 2023.On April 25, 2023, I submitted a second claim5909658on the table and still have not receiveda response. Since the claim on April 25, 2023, more scratches have occurredand I have reached out to the protection plantwiceto get the status of my claim and to disclose additional scratches and no one has returned my call.I am submitting an issue with the BBB because Mors Furniture Protection Plan is not fulfilling its legal obligation to repair or replace my table top. **** have not tried to resolve the problem. They are simply not responding. The table is so damaged that we want full replacement or to return the table for a refund.

  

  Business Response

  Date: 07/21/2023

  Case: 20326967
  Customer Name: ***************************
  
  We appreciate ********************* bringing this to our attention. It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  ********************* placed an accidental damage claim to our business partner Furniture Care Protection for some scratches to her table. A tech was sent to repair the table. However, the tech reported an accumulation of damage to the table not reported within 5 days. Regardless,the table was repaired under contract.
  
  As a courtesy to *********************,we are happy to have Furniture Care Protection override the denial and offer exchange on the tabletop, under claim 5909658.
  

  We thank ***************** for giving us an opportunity to assist with her warranty claim. If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

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

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