Mor Furniture for Less — Local services in Reno

UPDATED REVIEW:

I still do not like Joanna Solis and feel that I was treated awfully by her level of customer service and the customer service team. I sent them an email and they never responded to me. You can read all about my experience below the line.

However, I do want to say that I have updated my review from 1 star to 5 solely because of the General Manager at the Mor Furniture Reno location. My husband and I went into Mor and explained to Nick what happened with Joanna Solis and the customer service support team. He was devastated and shocked. He apologized immensely and wanted to help my husband and I. He told us to go look around at other furniture stores, and if we didn't find anything we liked, we could come back and he would ensure the delivery of a new smaller couch.

Well, we shopped around Reno and did not find anything that we liked. We had our heart set on this Mor Furniture couch. Nick helped us out by ordering a new one for us and personally calling the dispatch manager to ensure we had a team who could and would deliver our couch. The couch was able to be delivered with no scratches on it and it fit like a glove.

Nick changed our thoughts about Mor Furniture and we are happy customers. I still do not trust dispatch or the warehouse customer service team, but I have faith in Mor and feel totally validated, taken care of, and listened to by Nick. He is the definition of what a general manager should do and be. Nick, you are incredible! Thank you for all you do and your dedication to being in the industry for over 20+ years!

If I could give this place 0 stars I would. I have had a terrible experience with Mor Furniture at the Warehouse, specifically with Joanna Solis today upon calling to get a receipt for a refund on our couch and delivery fee due to their inability to deliver a couch.

We had a couch attempted for delivery in June, but upon it arriving, it was damaged. So we selected to get a replacement couch delivered. They struggled to take out the original couch, and damaged it more. So they advised that we had to pick out a different couch that was smaller.

This was no problem since we really liked the couch selections at Mor. We picked out a second couch, that was 7inches smaller in depth, and the same delivery team came to try to deliver it. They did not even attempt to bring it through the stairs and instead said "its too bulky and won't fit."

I didn't even see them try to bring it up. Which feels unjust as now we've waited almost 4 weeks to have a couch in our new apartment.

Today I called the warehouse to get information about my return and inquire about a full refund including the delivery fee. Joanna was nothing but rude, curt, insensitive, and condescending. When I asked to speak with her manager, she advised that she was a Supervisor and I couldn't talk to her manager. I work in customer service and am a claims Supervisor. No way would I ever refuse someone my manager's information.

I then asked her if I could get her managers email. I believe she gave me her own email address as she said her managers name was also Joanna, but her last name was Solis. I then asked her what her last name was to ensure that I was not going to be emailing the same person and she replies "Umm, umm, umm my last name starts with....an A." She wouldn't provide me with anything further when I asked and hung up on me.

I will never be shopping at Mor again. Please think twice about shopping here due to their delivery customer service. It...

I did purchased some furniture from Mor in September of 2024. I did business with the floor manager whose name is Nick. I do not know his last name. He was very nice when I was shopping for furniture and when I bought. However, once everything I purchased was finally delivered things did went sideways. Whenever I would contact Nick I would inquire about some problems with my purchase. His response would always be that was not something he dealt with and that I would need to contact customer service. I would contact customer service and they would inform me that I would need to contact the sales representative at the store. Which would be Nick the floor manager. I’m being charged an additional $200 that has not been refunded to my account. I would call Nick on several occasions and he would never be available so, they would take my information and give Nick my message. He would never return my calls. I called them this morning and spoke with Alex. Told me that I probably will not get refunded that $200 because, it’s been over ten months. He stated that he would look into it and speak with Nick about this issue and send me an email and call me back. Well, I never received an email nor a call back. I called back again and spoke with Kyle. I again was not able to speak with Nick because, he was with a customer and that he had just got to work about 15 minutes ago. He took my name and number and said he would give it to Nick. I have explained my ongoing issues two salesman in one day and of course nothing is being addressed nor resolved. When you go to Mor Furniture and Nick the “floor manager” helps you be prepared that once he closes and finalizes the deal he will no longer assist you with any issues that you may have or anything that you may need addressed. I do not like leaving reviews but, I do not want anyone else getting the shaft and runaround that I have been dealing with since last year. Just be prepared. He’s nice but, it’s just a front. He does not give one iota about his customers. His only concern is his commission and himself. I will NOT let this issue go. I will not allow him or anyone to screw me out of my money that should have been refunded back...

At first the experience started good. We picked the bedroom set we wanted, called our sales person back later in the day. Was told we could pay online with a link that was sent. Got confirmation of payment and then a second confirmation of bedroom set ordered. Two days later was told payment didn't got through. Had issues with payment. Husband had to make a trip back to the store to use another credit card and cancel previous transaction. It wasn't like we didn't have the money. Then delivery day came. We paid for premium service (set up, white gloves, etc). No white gloves. 1/2 furniture in our bedroom and delivery driver hands me his phone with a person on it. I asked what was this about. A woman was on the line and said there was no hardware to put our bed together. They could still leave the rest of the furniture and come back another day to put the bed together which the soonest was 5 days later. Not acceptable. To find out there is a warehouse in Sparks for Mor furniture. Asked if hardware was there. Dispatched said maybe. They would call. Warehouse didn't open until 10am. No follow up call from dispatch. I had to call customer service who got in contact with warehouse and they had the hardware. My husband had to pick up hardware. He went to Mor furniture where we bought the bedroom set. Asked to speak to a manger. The guy said there was 2 that day. Asked what my husband needed. Didn't say who he was or that he was a manager. My husband told him what was going and how unhappy he was. Manager walked away mid sentence. What kind of customer service is that? Our sales person Azim spoke with my husband. We didn't feel we should be charged for "premium service" when we didn't get it. Mor came back with, we will give you half back. So my husband drives out of his way, time from work, to pick up the hardware and we have to put the bed together ourselves and we only got half back of the money back from premium service? It is not about the money. It's about good customer service and being taken care of. It is so sad that you can't get good customer service anymore. You lost a customer and we will not recommend...