Mega Furniture Gilbert — Attraction in Gilbert

Horrible experience overall. This is my first negative review I have ever made and I tried to work with them through every avenue possible before posting this review.

Purchased a $2000 couch on a black Friday sale back in 2023. I was talked into purchasing the 5 year protection plan by a wife/ husband manager duo. I even hesitated and told them no several times because of my experience before with warranty issues with another company. The manager duo assured me that I would be 100% covered and I would have zero problems if I ever needed to make a claim.

Fast forward went into the store about 8 months later and explained the issues I was having with the couch to the now new store manager Chris. He seemed very nice and helpful and told me I would be taken care of. He also mentioned that the husband/ wife manager duo was doing a lot of bad practices and were very shady..... He then told me to wait until I move to my new home (since I was moving) so that the new couch would be delivered to the new home. Once I went to make the claim I was out of warranty. Chris apologized and told me to go through gardian and let them know the manager of the store said the couch was defective and that it needed to be replaced.

Guardian of course declined the claim and said they do not cover the issues I am having with the couch. I then spoke to Chris again who said he would help me get it replace. I didnt here back from him for a while so I went into the store once again.

My last visit to the store I was told Chris no longer worked there but that the new manager, Liz, would be more than happy to help me with the situation. Once introduced to her she started to explain to me how all the previous managers were shady and doing things to sell furniture and protection plan to hit their sale goals. She told me all about the husband/wife duo and then went on to tell me everything between her and Chris. How Chris called her to come work for the company again and that he was now a manager. She said she would never work for Chris and if he was the manager she new things we're bad. She then told me a situation on how Chris wrote a fake doctor's note for chicken pox and that would do shady stuff. She said she knew it was fake note because she worked for CVS for 20 years. Started to tell me things about his personal life and the relationship between him (Chris) and his wife....(totally irrelevant) also mentioned how illegal things might have been going on up stairs where Chris had a whole room set up and it had seemed that he had been living there. Soooo much more was said that I probably should say on here....during this whole rant about how shandy and horrible previous management was and the drama she had with Chris I just stood there and stared in confusion. I then interrupted and asked if I was going to be assisted with my situation in which she then handed me her card with customer cares phone number.

Called customer care a few times since then and talked to Veronica who is really nice but unfortunately cant help me. I also reached out to a different location and the manager there also seemed helpful and said he would have the DM reach out. DM never reached out and instead Liz called me and mentioned she heard I had reached out to another store and asked if I had contacted care. I told her that I called another location because all she did was give me customer cares number which they said they couldn't help me. If I am being honest I also felt uncomfortable speaking with Liz due to the experience I had with her. I was also surprised that the DM never called me and instead had her call me back after what I told them she said to me. Only to have her tell me to call customer care again and that there is nothing...

Please bare with the lengthy post but this was our not great experience. Me and my husband bought a custom couch from this furniture store. First off, the buying process wasnt terrible the man that helped us was very nice but I was a little put off that their system couldnt reflect the discount we would be getting as we went in during their 40% off sale for the new year I believe it was but nevertheless my husband liked the couch so much he was fine with not seeing the full breakdown. We were assured the discount was applied. We waited our allotted time for the couch to arrive. It came Feb 7th and when it arrived I was missing 3/6 pillows. The man delivering said he didnt know where they were and I would have to call in. I called and they called me back after speaking to the manufacturer to tell me the pillow fabric was on back order (mind you when I was picking this fabric I switched it from the original one I wanted because I was told that one was on back order and I didnt want to wait). Little did I know the fabric I switched to was also on back order. I was told they would call me when they were ready. Almost 2 weeks later no call so I call in and they tell me the pillows are ready and she will call me when they come in. No call back so then I call in again and am told the pillows will be to me the next week. I wait till the end of the following week and call and they said they will call me back once they hear from the manufacturer. I again wait a few days, no call. I call once more and ask to speak to a manager and hes apparently out until Friday. I get told my pillows are at the warehouse and I can come get them from their store Thursday. I told her it wasnt fair for me to have to drive from San Tan Valley to Gilbert to get the pillows that were supposed to be deleivered in the first place she said she would speak to her manager and call me back, still no call. I call in on Friday and get the manager and explain to him everything to which he doesnt apologize or anything just tells me my pillows will be at the store that day and I can come get them because he has no way of getting my pillows out to me. He says he will call me back when they arrive. I then go "will you really call me back because Ive been told that before?" He said he would. I then ask "do you even have my number to call me?" He goes "oh yea let me get that from you."😒 He does call later to tell me they have arrived and I can pick them up. I told him I would pick them up and disconnected the call.

Ive never had such terrible service for paying 5k for a couch!!! I know it was just 3 pillows missing but we still paid for those! There was no communication, no following up, no great level of service and no apology. I wouldnt have been so upset if they had communicated this whole time with me instead of me trying to get this squared away for a whole month! I try to be as nice as possible and give people the benefit of the doubt but sheesh!! I was even more appauled speaking with the manager who didnt seem to care one bit. Ill never buy from this place again and hope this post makes others consider this before buying here too. They get 2/5 stars because we at least liked our couch.

Fyi for timeline purposes my pillows arrived to their store 3/8 basically a whole...

For anyone who wants to buy something here, before buying, I will share my experience with you. My experience may help you.

I bought a sofa here and the showroom told me to wait 2 weeks. But after 2 weeks, the sofa still hasn't arrived. In short, I waited 3 weeks for the sofa to be delivered. I was still okay, patiently waiting. But when the sofa arrived at my house, the delivery team called me and said that they couldn't find my house. Even though my address is very clear and other companies that deliver to my house have never had this problem. This team is the only one that has a problem. And I came out to wait in front of the house the whole time. The delivery team said that they would wait for only 10 minutes. If they didn't find it, they wouldn't wait anymore. Finally, when they found my house, the delivery team took the sofa to the door and said that they couldn't bring it into my house. They took the sofa back to the car and said that they couldn't bring it in. It's too big.

I have very confuse because other houses with the same floor plan as mine, why can they fit bigger furniture but mine can't? I think this delivery team is very rushed, they don't try to solve any problems and they seem to be in a hurry all the time, rushing, rushing and they leave. They told me that I will have to pay $270 to cancel the order. I am very confused. I did not cancel. I wanted a sofa and I waited 3 weeks but they could not deliver it to my house. Why do I have to pay this? And most importantly when this problem occurs, I contact the sales person who sold me the sofa but she does not answer the phone, does not reply to the text, which she usually answers the phone or text within a short time.

And finally to cut the slack I wanted to end this place and never trade with them again I paid $119 to end this and never get my couch and I will hate this place forever.

This is my real experience. Whether you think this place is good or bad, you who read it must decide for yourself. Thank you very much.

#Mega furniture gilbert az

############ What you wrote back to me is not 100% true. The truth is you gave me 3 choices.

I choose a new item from you and pay the shipping again of $70 which I do not want because I do not like it and I did nothing wrong. Why should I pay the shipping again?

You want me to pay the shipping again of $70 so that you can drop it off at my doorstep. I do not agree with that for the same reason why I have to pay shipping twice and if I am paying the shipping why do I have to carry it up to the 2nd floor myself?

If I cancel the purchase, I will have to pay $270 to cancel it and I went to talk to you at the showroom and these are the only choices you gave me.

So I choose option 3 and pay only $119 because I do not want to jeopardize the credit I signed.

If mega furniture wants to reply to this message, can you please tell me which messages I typed are not true and if you want to explain something, you should explain the whole truth, not just select some truths to explain because that may cause people to...