Complaint Review: Mor Furniture - Tempe Arizona

DO NOT BUY ANYTHING FROM MOR FURNITURE FOR LESS

On March 25th, 2013, I took my mother out to shop for her birthday present (she's 77) after her recuperation from her second open-heart surgery in the past year. We looked everywhere, from The Roomstore, Ashley Furniture, The Dump and Mega Furniture. I was starting to head towards Chandler to find some other furniture stores when we spotted Mor Furniture on Elliot, so we went in. Almost immediately we found exactly what my mom wanted, a mission-style entertainment center. We ordered it and paid for it on the spot, expecting a four-week delivery time, according to the salesman, Nick Durso.

And that was when our little piece of Hell began.

The delivery was initially scheduled for the weekend of April 26th. Mor's customer service called to let us know that the delivery would have to be delayed until June 28th(!), because they were missing one of the pieces (the piece Mor was missing was the center back, which is essentially a piece of stained plywood) and they had to get it shipped in from the far east (where a lot of furniture is made these days). They offered as a gesture a $150 Mor Furniture gift card in compensation. I wasn't too happy with the wait, obviously, and my mom was more than a little discouraged. However, I can understand these things happen.

Around the end of May I touched base with Mor as my mom was starting to get antsy. They offered to deliver the center base unit, so my mom could at least have something to put her TV on. We could have gotten the piers as well, but I didn't see any point in that just yet, since we could connect everything until the back arrived.

But it was going to get worse.

June 28th came around and I get another call from Mor customer (dis-)service. Delivery is going to have to be delayed again, this time until July 28th, still waiting on the boat from China (or wherever). I mentioned the $150 gift card that I was promised, and they said that I would get it after delivery. This time they agreed to refund the delivery charge of $50 (I didn't realize that they had charged me $99.99). I ask that someone in the executive office call me, as at this point I've spoken to several customer service agents, their manager, and the warehouse manager. Someone calls for me at home one day when I'm at the office, my wife gives them my number at work, but they never call. Customer service is obviously not a high priority at this company.

July 2th rolls around and I get yet another call, this time delaying to August 4th, yesterday. No big problem, I understand ships can be delayed en route, and even get backed up in port. So we wait some Mor (get it?).

I get the call Friday, August 2nd, the furniture will be delivered on Sunday, between 11AM and 3PM. Hallelujah!

But, no.

Sunday Morning I get a call, expecting to find out when the delivery truck will arive. Unfortunately, some pieces were damaged while loading them onto the truck. But the good news is that there is another truck coming from San Diego in a few more hours, and they reschedule the delivery for later that afternoon (the automated email I get says from 5PM-9PM.

Sunday evening a little after 6PM, I get the call alerting us to imminent delivery, in and hour or an hour and twenty minutes. Around 7:30PM, we finally get that knock on the door!

But the delivery guy doesn't have a cheerful grin on his face.

Apparently the pieces either weren't secured well enough in the back of the truck, or they got bounced around too much, and everything has fallen over in the back of the truck, breaking all the glass in the doors and causing further damage. My mom said she knew it was too good to be true. The delivery guy was very apologetic, and I gave him the Cliff's Notes version of our ordeal, and I think he got how livid I was and how restrained I was behaving. He said he would have to check with the warehouse but if they had any more stock, they could redeliver on Tuesday. He said he would have the warehouse manager call me in a half hour or so.

I didn't receive any call. Finally, I called Mor around 12:30 Monday (August 5th) and spoke to Shawn and explained the whole ordeal to him. He checked and told me that the soonest they would have another truck from San Diego would be Wednesday and they could deliver on Thursday (August 8th). I requested a call from someone in their Executove Management to call me (again), as I felt this entire episode was completely unacceptable. I get a call from the Phoenix warehouse manager, Melanie, and she basically tells me the same thing, whereupon I make it clear that I expect some form of compensation for their incompetence and delay, that I had not seen the gift card previously promised nor was I even certain that they had refunded the delivery charge (I just checked and they did refund $50 on June 28th). I tell her that someone from their Executive Management team should call me and explain why we've had to wait four plus months for our order. I obviously want to share the pain. I'm still waiting. Melanie did call back to say that the remaining $49.99 of the delivery charge was going to be refunded, and that the gift card (which is essentially worthless, as I doubt I will ever step foot in their store again) will be sent after delivery.

This whole episode is yet another example of mediocre customer service, and to be honest, it's not something that anybody should put up with.

My next steps in this type of situation would be to:

1) obviously carpet bomb Facebook, targeting Mor's facebook page but posting it on my own page so that Mor can't delete and ignore;

2) follow-up with a similar entry on pissedconsumer.com and other similar websites, including 'review' websites like Yelp.com;

3) file a complaint with the Better Business Bureau;

4) file a complaint with the Arizona State Attorney General's Office

5) file a complaint with the Federal Trade Commission (Mor operates across state lines)

6) file a complaint with the Consumer Financial Protection Bureau

7) file a dispute with the credit card company for non-delivery of goods, something the banks take very seriously.

Not sure yet how far into this list i will get, but I tell you, I'm pretty pissed. Mor better find somebody with some juice to call me and talk me down, because we're about to go nuclear.