Mor Furniture for Less — Attraction in Phoenix

I give the McDowell location my full 5 starts. Staisha was amazing in helping locate the bed and sofa I had been wanting. This was at start of the year. I even purchased the protection plan as I was spending over $3000 in one visit alone. Fast forward to March of this year and I had to submit my first claim for a spill on the sofa. I had been told I could just call and someone would come out to spot clean. Well here we are, the last day of July and I have YET to have my sofa taken care of. I was asked to send send pictures of the area, which I did... THREE TIMES. Then I get an email, not to schedule a cleaning but to tell me that a “part” has been ordered to replace the stained area. The area that was needing attention was smaller than the size of a dollar bill. The email also stated it would take up to 8 WEEKS to get in!!! I patiently waited ....11 weeks later I initiated a call and was told “the part” was being shipped from overseas and that they would have someone call me with tracking information because they couldn’t see that it had even been delivered to their warehouse. Last week I came home to what looked like a huge wad of bubble wrap at my front door. There was an 8 x 11 sheet of paper that identified the package being from Mor and being shipped from China. I opened the package only to find a long piece of fabric that was NOT the same color or texture of my sofa!! Oh and there were no instructions as to how to put this fabric in the most complicated area of the sofa! I call last Friday and was asked to now send pictures of the fabric I received and a pic of my sofa to show the contrast. I was told someone would call me Monday. Welp, here we are... Wednesday and I had to call. I had to send the pictures AGAIN of the fabric , yell at a manger of Furniture Protection only to be told “I can submit a request for a technician to clean the sofa and take pictures since we haven’t gotten any pictures that show the difference between the fabric and your sofa”. So NOW supposedly someone will call me NEXT THURSDAY OR FRIDAY to let me know when to be home so the tech can clean the sofa and they can take pictures to show the contrast!!!! ARE YOU KIDDING ME!!!!!!!! I was also informed that if they felt that the piece of fabric somewhat matched my sofa, well I’d just have to accept that. My sofa is gray, the material is black with white specks ! I’m about 10 mins away from calling my local tv station, as I know the consumer reporter, and have them do a story on this. This isn’t ok. I’m a single parent and spent a lot of money here and paid extra for the “protection” plan and I’ve never regretted a purchase as much as I...

Purchasing with Mor was the biggest mistake I could have made. I purchase a new bed and dining room table in October 1, 2020. I was prompted delivery on October 19th. I was told I would receive a call to schedule delivery a day or 2 before. I never received a call so I called them. When I called, I was told the warehouse doesn't deliver on Mondays. In addition, my items were still in the warehouse in California and it would be at another week. I was devastated because I was having a house warming party and wouldn't have a table to serve my party. I had to beg and plead for someone to assist me. I called the store directly and the customer service number several times, only to be told there was nothing they could do. I finally was able to reach and associate named Cathy. She called around to see what could be done. She was able to get my items delivered by the end of the week. That was great. That brings up to today. I am moving and start taking down the bed. I purchased a canopy bed. There are end caps that hold the canopy pieces on the bed post. The left side of the bed is perfect. But both the end caps on the right are cracked. Clearly this caps were screwed on too tight. I didn't purchase the warranty (my fault) and I reviewed my receipt to see I am outside of the manufacturer warranty. I reach out to customer service and again there is nothing they can do. The first representative told me to contact the out of warrenty service. I did and was told they dont order parts. I called customer service again, for the young lady to regurgitate the same information the previous representative told me. They are telling me that it is my responsibility to pay for replacement parts since i didnt notice it within the warranty period. I haven't touched this bed since it was put in my home. I haven't even moved it. I had no clue this was an issue. Now I am waiting for a call back from a manager and the parts department to see if there is anything that could be done AT MY EXPENSE, when this was clearly a problem with the people that put it together. I hav purchase for Mor several times in the past and never had these kinds of problems. This had been a fight that just keeps going on. I am afraid to finish taking down the bed or even my table for that matter.

Update: As of July 17, 2022, I still have not received a call back from customer service on the...

DO NOT BUY FURNITURE HERE. The couch we bought here had termites from the warehouse. The couch had a pullout bed that we had issues with from the beginning. We paid for the 5 year warranty, but after the first year, an outaide company covers the warranty. Within the first year screws were falling out, and they came and tried to fix it. We called again the second year for the same issues, and that's when the outside company did a great job and took a good look at the wood and why the screws kept falling out. That's when he said the wood was brittle from termites. We had issues from the start, and Mor says they will not replace it. The outside company says termites are not covered on the warranty. So we are now left with a couch we can't even sit on and are incredibly disappointed with the whole experience. Why pay for a 5 year warranty that does nothing to help you when you actually need it. I strongly suggest going elsewhere. Or risk getting furniture with termites from the warehouse.

Reponse to the comment below: Your first technician that came out did due a thorough inspection like the warranty company did, or he would have seen the issue with the termites. This sofa came with termites from your warehouse whether you want to admit it or not. That's why the screws never stayed in place from the beginning. The fact that the warranty does not cover termites is probably because it happens more than you...