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 has 44 locations, listed below.

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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:07/07/2023

  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.

  Purchase a queen recliner on May 9th 2023. It was delivered on May 18th 2023. I noticed after about a month the left side arm rest looked like it was collapsing. I stared using the right side more than the left to see if maybe the foam would come back into shape. But it did not. I contacted Mor furniture on July 7, 2023. After sending several photos and exchanging text message this is what they told me "Hello ******, My name is *******, I am a Supervisor here in ***************** I have reviewed the information you provided and the emails that were sent and reviewed from our Warehouse and Shop teams. Unfortunately, this would be considered wear and tear, if you feel the frame is broken or there may be some other issue, you are more than welcome to bring in the item to our warehouse for a physical inspection. We unfortunately do not have a road tech in your area at this time. You may, as advised , also contact your protection plan as I do see you purchased this and file a claim and go thru that route. Again , these are the options you can proceed with, thank you ."

  

  Business Response

  Date: 07/21/2023

  Case: 20290157
  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.
  
  **************** purchased a leather sofa in May 2023. He states he uses the left side more than the right. Due to normal wear the armrest on this side has developed some sagging in the leather and compression in the foam.
  
  Leather is a natural material known for its flexibility and pliability. It can stretch when it is used regularly. This flexibility also means the leather will stretch over time and, if sufficient force is applied, wrinkles, creases and pressure marks will form. This is not considered a manufacture defect but a characteristic of leather.
  
  As a courtesy to ****************, we are happy to offer an exchange of the sofa with the understanding that this continues to happen with his leather product that no further exchanges will be applied.
  

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

  Sincerely,
  

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

  Customer Answer

  Date: 07/23/2023

  
  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:07/01/2023

  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.

  I made a claim multiple time for mor furniture and furniture care protection about the concerns for the couch I paid for 4 year warranty and not being taking care of what I need repair or done. I have a history of emailing them. And coming to the office. I feel taken advantage of and my hard earned money wasted.

  

  Business Response

  Date: 07/21/2023

  Case: 20263933
  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.
  
  *************** made a claim with our Furniture ************************* claim id: *****, at the end of June 2023 for 2pc ******************. Originally the claim was denied due to accumulation and normal wear & tear. Items not covered in the contract. I have included the contract for your review.
  
  As a courtesy to ***************, we have asked Furniture Care Protection to override the denial and provide an exchange for the product. Furniture care protection has approved the exchange. Once the resolution letter is received, we will contact *************** for further details of the exchange.
  

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

• Initial Complaint

  Date:06/21/2023

  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 BEDROOM SET AT MOR FURNITURE IN ************* AND IT HAS AN AWFUL ODOR. IT'S OFF GASSING ODOR IS IN MY CLOTHES THAT ARE IN THE DRAWERS AND HAS BEEN CAUSING ME NAUSEA AND A HEADACHE WITH SHARP PAINS IN MY HEAD. WHEN I WAS SHOPPING FOR FURNITURE AT MOR FURNITURE I WAS SHOPPING IN PERSON AND DID NOT SEE ANY WARNING OF THIS ******** BEDROOM SET HAVING ANY TOXIC CHEMICALS. AFTER EXPERIENCING THESE SYMPTOMS OF NAUSEA, HEADACHE AND SHARP PAIN I LOOKED ONLINE AND SEEN THAT ON THEIR WEBSITE IT STATES THIS BEDROOM SET HAS A PROPOSITION 65 WARNING OF CONTAINING CANCER CAUSING CHEMICALS, INCLUDING FORMALDEHYDE. I WANT A REFUND, I CAN NOT TOLERATE THE SMELL ANYMORE.

  

  Business Response

  Date: 07/03/2023

  Case: 20214277
  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.
  
  ******************* purchased a bedroom set, delivered on January 5, 2023. We want our customers to love their new furniture. If they have concerns about the furniture's condition, we ask them to let us know within 72 hours of their delivery. We also recommend that they inspect the furniture before the delivery team leaves your home.
  
  ******************* didnt report any issues with the smell of the product until June 21, 2023, after the claim for her broken bed was declined due to customer caused damaged. This is when we reinformed her of our delivery policy. Please see our delivery policy to report issues within ***** hours: ********************************************************************************
  
  We have set a service appointment to inspect the furniture for the smell on July 7th.  Once the inspection is complete, we can proceed to assist ******************* with her options.
  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
  

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

• Initial Complaint

  Date:06/07/2023

  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.

  April 25, 2021 I purchased a Westerly upholstered **************** from Mr *********************** I noticed right away the bed made a weird sound every time I would lay down on it. I discovered January 2022 that that both sides of the bed are broken. The wood is broken and keeps breaking more and more every day we lay in it. I had a sick family member soon after this and wasn't able to contact the store until now and the store said the warranty expired on 4/25/2022. I don't think having to replace a bed after 2 years is normal. The bed should last more than this specially after normal use of it. Not sure if the bed was put together right but what is the reason for the bed breaking and the damaged sides under normal use? I would like a refund or replacement.

  

  Business Response

  Date: 06/20/2023

  Case: 20157798 
  
  Customer Name: *****************;
  Customer#: ********** 
  
  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. 
  
  ******************* purchased a bedframe and had it delivered on April 25th, 2021. We want our customers to love their new furniture. We ask them to be sure to check it for any defects or damage. If they have concerns about the furniture's condition, we ask them to let us know within 48 hours of their delivery. We also recommend that they inspect the furniture before the delivery team leaves your home. Please see our delivery policy here: *************************************************************************************;
  
  ******************* didnt report any issues until June 7, 2023. This is when we informed her the product was out of the manufacturers 1-year warranty period. Please see our warranty policy here: **************************************************************************;
  
  All this information was given to ******************* at the time of purchase. I have included this information for your review, as well. We are unable to offer ******************* a refund or exchange at this time as she did not report damages within 1 year warranty nor at the time of delivery.  
  

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

  Sincerely, 
  

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

• Initial Complaint

  Date:06/06/2023

  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.

  on 5/6 we made a purchase for a dining set (table with glass top and 4 chairs). after getting it home and putting it together 3 of the 4 chairs were damaged. the glass top damaged. we took it back on 5/19. we were to pick up the replacements. i called Mor 5/14 to confirm my drop off and pick up. well, they ordered the base and not the glass top. we talked about it and it was to be resolved. when i got there on 5/19 i was not resolved, they still had the base and not my glass top. so they said they would bring it to me on 6/3 for the mix up and i left all other damaged items there. *** called me to confirm drop off and time. when 6/3 came they never showed up. they said it was because i didn't reply to a text. i brought up the fact that their rep called me but that held nothing of importance to them. so now i was made to reschedule my drop off for 5/6; when they came, they finally got the glass top BUT the 3 replacement chairs were also damaged. They will only bring them back out and check them if they drop them off to me i told them i can't because of their window time frame hours and that i can't keep missing work. they refuse to give you a return. per their drop off guy they have been back to one house 9 times because of damaged furniture being delivered. here are the picture of my drop off and the 1st damaged furniture as well as the 2nd round of damaged furniture delivered to me on 6/3

  

  Business Response

  Date: 06/12/2023

  Case:20151284
  
  Customer Name: *****************************
  Customer#: **********
  
  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.
  
  ********************* purchased a dining set from Mor Furniture and picked up her order on May 13th. On May 15th ********************* reported some damage to the tabletop & a couple of chairs for which we offered a courtesy delivery at no charge on June 3rd so we could assemble and inspect the exchanged product.  At the time of delivery there was additional damage to the chairs.
  
  We offered to exchange the chairs by delivery at no charge. ******************** then requested to pick up the chairs. This is now confirmed by ******************** for exchange on June 9th. We have committed to *********************, if this exchange is not to her liking, we will offer return for refund or store credit to reselect another dining room set.
  

  We thank ********************* for giving ** an opportunity to assist with the resolution of her complaint. If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

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

• Initial Complaint

  Date:06/03/2023

  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 My 28th 2023 I went to Mor Furniture located at *********************************************************************, and purchased a dining table and six chairs. I was asked about whether to pick up from a warehouse or have it delivered to my address. For the ease of it all, I chose to have it delivered and set up (white glove service). The charge was $79.99 + tax on that amount.I informed the sales representative that I live on a military base and provided instructions on how to deliver to base. Those instructions were added to their computer for the delivery driver to see. I was informed that they deliver "all of the time" to base, and that it wouldn't be an issue. So, the sales representative schedule the delivery to be June 3rd, 2023. I received notifications/confirmations via text that the delivery would be on June 3rd, 2023. On the day of June 3rd, 2023, the delivery driver was unable to get access to base. I was told via a voicemail message by a Mor furniture representative that they were unable to deliver this day, and that it would have to be reschedule for Fridays, as this is the ONLY day they can deliver to base.I received a text message shortly after by customer service at their ***** number stating that to redeliver it would cost me another $99. I informed the customer service representative texting me from the ***** number about the situation. The options were to pay for the redeliver even though it was in their error or pick up from the warehouse and not be reimbursed for the original delivery fee. My request is that I be reimbursed for the original delivery fee + tax charged for failure to deliver. They were aware they could only deliver on Fridays to military base, yet chose to schedule for a Saturday, and then try to get another $99 + tax from me.

  

  Business Response

  Date: 06/08/2023

  Case:20139879
  
  Customer Name: *************************
  Customer#: **********
  
  We appreciate **************** bringing this tour attention. It is always our goal to ensure that all our valued customers have a positive experience with **.
  
  Mor Furniture Attempted delivery on June 3rd to Mr.******* home. Our driver attempted to follow the instructions by ****************. When our delivery team arrived, they were told we would not be allowed to enter without the customer present to ****** our drivers to the home.
  
  We attempted to contact the customer via phone & text message.We were unable to reach **************** at the time of delivery. We have waived the redelivery fee in the amount of $99 for **************** and the new delivery is confirmed for June 9th.
  

  We hope this is in line with Mr. ************** and thank **************** for giving ** an opportunity to assist with the resolution of his complaint. If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

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

  Customer Answer

  Date: 06/08/2023

  
  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. 

  However, their response was rather misleading. This morning (06/08/2023) I received a call from the warehouse manager in ***********. They apologized for the error they made with scheduling. That person reiterated that they do not deliver to base housing except for Fridays due to conflicts with the base requirements, and access. In their BBB response, the business inferred that they were unable to deliver because I did not provide ******. This is a military installation. The business is well aware of this fact that there are requirements that have to be met to include a specific contractor gate they must go through for access. To infer that the delivery was somehow unable to be completed because of my inability or availability to ****** is just completely false. Do better.

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:06/01/2023

  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.

  Approximately 3 years ago, my husband and I purchased a reclining sectional sofa and we were told by the sales rep and the sofa was leather. We also purchased an extended warranty. Over a period of time, the "leather" began to peel on the chair and wear off of the headrest. I filed a claim for this and also some mechanical problems. Today I received a call from the warranty department telling me they are denying the faulty material part of the claim because they don't cover this type of problem. I replied to the rep and told her that the sales rep told me it was a leather sofa and I believed him. She said this sofa isn't manufactured through MOR Furniture so they can't help. I've been lied to and was misinformed about the product I purchased. Spent over $3000 for a sofa that doesn't hold up worth s***

  

  Business Response

  Date: 06/05/2023

  Case: 20132368
  
  Customer Name: ***************
  Customer#: **********
  
  It is always our goal to ensure that all our valued customers have a positive experience with us.
  
  Unfortunately, we cannot account for what was said at the time of sales 3 years ago. However, the description on our website has been a constant over the years. It describes this product as leather seating. We invite you to review the product description and under the additional info tab here: ***************************************************************************************************************************************
  
  The claim notes on June 2, 2023 reflect that a service technician from Furniture Care Protection will be going out to repair the left recliner & armless recliner. However, they were denied on the request for PEELING/FLAKING/DISCOLORATION. This is not covered under the terms of the contract. I have attached a copy of the contract for your review.
  

  We thank *********** for giving ** an opportunity to assist with the resolution of his complaint. If you have any further questions, please do not hesitate to contact our **************** Department.
  

  Sincerely,
  

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

• Initial Complaint

  Date:05/18/2023

  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.

  The following are the details of my dispute:Date of transaction 5/16/23 Amount paid: $240.40 Business committed to deliver my products at $0.00 cost.I purchased two bunky bed boards at **************************************** for a total price of $240.40, including taxes and recycling fees. Their website indicated a $0.00 delivery fee (NO delivery charge). Based on this offer, and trusting this company's online advertisement, I made the purchase.One complete day later after the purchase, on 5/17/23 in the afternoon, I received a telephone message from this company indicating that I must pay an additional $117.95 for this purchase. I called this company back to find out what this was all about and was told that in order for me to receive my purchased items, I would have to pay an extra delivery fee of $117.95 to have them delivered to my home location/address.This was not stated on the store's online website nor on my purchase receipt nor on my purchase summary sent to me from Mor Furniture!This upsets me because I made the purchase in good faith trusting that this company's online sale advertisement and offer of $0.00 (No delivery fee) was true and trustworthy. I feel deceived, misled, and disrespected by this company and its online sales practice. This is online store website false advertisement at its best and possibly fraud; It is deceptive advertisement! This company has already taken my money out of my bank account (they have been paid in full for the items I purchased from them) and now they will not honor their sales contract of delivering my products with no delivery fee to my indicated home address as agreed on my purchase receipt. It was stated to me yesterday over the phone by the customer service representative that they will not deliver my items to me unless I pay them the additional $117.95. If this is not fraud, what is?Order #: 05163FBOBFZ.Invoice Number: 1d599e2a-d666-4c62-

  

  Business Response

  Date: 05/24/2023

  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 our website for delivery. Since ********************** does not reside in our local delivery area, the order he placed did not contain a delivery fee.
  
  Mor Furniture for Less shall have the right, at our sole discretion, to refuse or cancel any orders placed for that item. If an item is mispriced, Mor Furniture for Less may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation.
  
  Prices do not include shipping or sales tax. Sales tax and delivery charges will be charged on your order as applicable. At any time after your purchase, we can correct mistakes in calculating pricing or arithmetic made in computing your purchase price.
  
  We kindly invite you to review our Terms & Condition on our website at ********************************************************
  
  We have offered ********************** a discounted local delivery rate of $59.99 for his delivery. If you have any further questions, please do not hesitate to contact our **************** Department.
  
  
  Sincerely,

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

• Initial Complaint

  Date:05/16/2023

  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.

  The problem relates to reaching a representative for help, questions, or returns regarding an existing order. Online, on their website, and the invoice given, the phone number listed is ************. The recorded message says the customer service center is closed. IT'S ALWAYS CLOSED. No matter what day or what time you call. It prompts you to send a text message to *****, which is only free if your phone service allows it, but the automatic message you get after texting reads "Our text reply service is currently closed.....". Mor Furniture makes it impossible to reach out to them once they've taken your money.

  

  Business Response

  Date: 05/18/2023

  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 **.
  
  Our phone lines to our *********************** are open Monday Friday from 9am 12pm and 1pm 5pm Pacific Time. When the *********************** is closed there is an automated option to speak to a sales agent. Most of our stores are open from 10am 8pm, 7 days a week. For after-hours inquiries we also have a text line at *****. Or we ask customers to send ** an email at ************************************************** know all calls/text & emails are answered in the order received and hold times may be longer on some days.
  
  After reviewing Mr. ***** account, ************ reached our *********************** on May 16th to cancel his order. A refund was issued in the amount of $429.93 on May 16th, 2023, to the Mastercard on file for the cancelled order placed on May 13th, 05133FEMWKS. Please have ************ contact his bank for confirmation and advise ** if there are any discrepancies.
  
  We appreciate ************ for allowing ** to further assist him in his request for contact information. If you have any further questions, please do not hesitate to contact our **************** Department.
  
  
  Sincerely,
  MOR Furniture ****************
  Complaint Resolution Team
  **************

• Initial Complaint

  Date:05/11/2023

  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.

  A year ago...and few days past the year, we purchased from Mor Furniture located at ***************************************************************, 2 STR 3 Power Lift Chairs. These were expensive, as we wanted quality. The lift broke on one of the chairs. I used my receipts and tried and tried to contact customer service, using both the phone number and website provided. I even tried to email from their web, email failed and failed. I could only leave a voice mail. I wanted to speak to a person. So I left voice messages a few times...no response. I called the store, and they told me they had to transfer me to Moto Motion and repeated calling them. Out of frustration I called directly to the store. I spoke to 3 different reps. *** asked for the manager. She informed me she emailed Moto Motion and I would have to wait 48 hours to hear back from them. Meanwhile, I have a chair I can not sit in because it's raised to the standing position. When I looked them up on internet, it directed me to a site. That site turned out to be a motorcycle shop in *********, that shop told me they've had 5 calls in a month for Mor Furniture. Their quality and customer service is so bad, the worst I've encountered in my 70 years. I have been passed on and on with no satisfaction. I made suggestions to the manager for a loaner chair until I can get it repaired. My request was met with it's not their problem, I had to go through the manufacturer. Meanwhile, I have one chair and 3 people in the home that need seating in my family room. A retail business should be accountable to their customers for products they sell. Everyone I've delt with keeps passing the buck, and then all I can do is leave a voice mail, that asks for my name and phone number. But seemed like the Moto Motion isn't even real. I could write a longer complain, but as the Manager ****** told me, "sorry but there was nothing she could do", not their problem. Customer #********** and document number ***********. It will be 48 hrs.

  Customer Answer

  Date: 05/10/2023

  I am unsure what you want I can add a picture of chair as it sits now.

  Customer Answer

  Date: 05/10/2023

  The business name and address are posted in original complaint 

  Customer Answer

  Date: 05/15/2023

  I don't have the warranty...never received on. The company doing the repair told me it was a 3 year warranty...I've had chair 1 year.  It seems Mor Furniture got on the ball after I notified you. A motor has been delivered. And a company to do the repair emailed and an appointment, for them is scheduled via email. Repair scheduled but not til June 7th. Can update after that date. Not sure what to do but wait. Mor won't give a temporary chair... even though they have floor models in store room... just confused why they treat customers in such ways. ***'s email tried to make it seem as I was misunderstanding, confused...a ploy to not be responsible in my opinion. Very poor business ethics. That's my update so far.

  

  Business Response

  Date: 05/23/2023

  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 **.
  
  ************* purchased & had delivered 2 **************** lift recliners in April 2022. Unfortunately, the vendor, Motomotion does not allow Mor Furniture to service their product. The manufacturers warranty card has been included for your review.  
  
  *************** did speak with 3 different reps in our customer service department however it was all on the same day of May 9th, 2023. ************** wanted immediate action to resolve her complaint. However, warranty claims do take time to evaluate, review and conclude.
  
  We have contacted Motomotion on behalf of ***************. We kindly request that *************** contact Motomotion at **************, for the next steps in her warranty claim.
  
  We appreciate *************** for allowing ** to further assist her in her MOTOMOTION claim resolution. If you have any further questions, please do not hesitate to contact our **************** Department.
  
  
  Sincerely,
  

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