Category: | Furniture Store |
Address: | 1270 W Elliot Rd, Tempe, AZ 85284, USA |
Phone: | +1 866-466-7435 |
Site: | morfurniture.com |
Rating: | 4.1 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–8PM |
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Fredie Boudrie
The only thing as good as having a perfect, positive experience is having an experience with issues that gets resolved to your absolute satisfaction! That is what happened in my situation. Our initial experience in the store was pleasant. Jon Stedman was our salesman and he was really nice, personable and very helpful! There was a sale at the time so we got a really good deal on a dining room table set and 2 queen beds (complete with mattresses). The problem occurred after the furniture had been delivered. After wiping off the dust from the beds (they apparently come from the warehouse that way), we discovered that there was bubbling in the paint, and areas where paint was missing on both beds. There were even screws popping through the footboard on one of the beds! I called MOR furniture and sent them some photos and the agent made the exchange process very easy. When they came to exchange the beds, we discovered they were damaged, too. The issue was that we endured this process a total of 4 times! Thinking the damage was happening in the warehouse, we asked them to bring the beds in boxes. On the 4th delivery, they did bring the beds in boxes, but they were still damaged! When we refused that shipment, the delivery guys said we could come down to the warehouse and have them pull down beds until we found two good ones. However, after four tries, I was in no mood to trek to the warehouse. Instead, I went back to the showroom and spoke to Jon and asked him what my options were. He told me that they have been selling that model for a long time (about 5 years) so we must have just gotten a bad lot. He recommended that I speak to the General Manager, Todd. When I spoke to Todd a few days later, I explained everything that had happened (the 4 separate deliveries with four hour delivery windows each time; a waste of customer and delivery truck driver time and multiple other details not mentioned here). When I finished, I asked him what my options were and what he could do for me. I told him I had seen a similar bed by a different company, but it was more expensive. I was hoping he would give me a discounted price on the more expensive bed, but Todd surprised me and EXCEEDED my expectations! He told me that after everything I had been through and because I was calm (as opposed to yelling and complaining), he was happy to make the exchange at no additional cost to me. I was positively IN SHOCK! I asked him if he was serious and sure and he said that he was. I still couldnt believe it and I didnt believe it until the two new, upgraded beds showed up at my house! Thank you, Jon for being a helpful and personable salesman! Thanks to everyone I spoke to on the phone during my multiple exchanges who were pleasant and helpful. Thanks to the delivery guys who had to trek to my house a total of 5 times roundtrip; hauling beds up and down the stairs! And THANK YOU Todd for having INTEGRITY and doing the right thing to ensure that your customer received a quality product when the original product had failed customer expectations! Because of the way I was treated throughout this process and because everything was made right BEYOND my expectations, I would not hesitate to purchase furniture from MOR Furniture in the future and I would not hesitate to recommend that my friends go see Jon and Todd at Mor Furniture in Tempe for their furniture needs! THANK YOU!!
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A Private User
DONT SHOP AT MOR!!!!!!!!!! I had such a horrible experience at Mor, that I never want to shop there again, and want to warn everyone about it. The salespeople are not bad, they dont hover over you and dont act like vultures. However, after you buy furniture, beware! They have a "no refund" policy. So if you ever decide to buy something, make sure that you bring in some flood lights, a magnifying glass, and multiple people to inspect it before you sign and accept the furniture. The furniture that you will get will NOT be what you saw in the show room. The quality is terrible. They apparantly only make good furntiture for display, but not for customers. I bought a bedroom set and had to refuse multiple pieces 3 times, because each piece they brought was obviously damaged and/or defective. Its like they rotate their pieces, in hopes that someone will not notice. After accepting the pieces (which on first impression looked ok), I had them in my home briefly, and didnt even use it. I then noticed major defects. Drawers werent closing, wood wasnt finished, sloppy workmanship, chips and dents, overall quailty was just terrible. I didnt think I had to be the quality control of the company. Its overwhelming to have multiple pieces delivered, youre bound to miss something. And I was still waiting for another piece that was scheduled to come in 2 months. I called and told them I was unhappy with the quality and didnt want to wait to receive the other piece and that I wanted to cancel the order and receive a refund. Receiving the refund is an entire story of its own, and I would have to write an essay to fully explain the preposterous business they conduct. Briefly, they dont care what you have to say. They fixate on the fact that they can send someone out to repair the furniture, or send you another piece, or have you buy something else. So in other words, they are agreeing with the fact that the quality of their furniture sucks, but they dont care; apparently, they are ok that you as a customer receive defective/damaged furniture. I was told someone would call me. No one called. I kept calling, and getting a run around. Finally, I was able to get a hold of someone, and had to tell my story over and over to them. They did not care that I was livid. They stuck with their agenda. I had to be extremely assertive, raise my voice, and threaten them with legal action. Finally, they agreed to cancel the order and give me a refund. I did not trust them, so I requested things in writing. They initially refused! Seriously?! How suspicious is that?! I told the manager, "so you can tell me verbally, but you cant put into writing what you are supposedly promising me?" He finally agreed. I spelled everything out in email and had everything in writing. I was able to get a refund, but WHAT A HEADACHE!!
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A Private User
Decent furniture but God help you with the delivery service. Absolutely the worst and most unprofessional delivery people I have ever met. The guys on the ground, the ones that physically deliver the furniture are not bad. Helpful, clean efficient all that good stuff. But their representatives are clearly lazy and do not care how many times you call them or what you say. They will NOT work with you. I received my phone call to confirm my delivery the day before delivery and scheduled and confirmed a 10am-2pm delivery window and had scheduled a physical therapy appointment with my doctor for 4pm. No problem right? WRONG! I called at around 1:30 to inquire about my delivery since i had requested a 30 minute heads up call before delivery. They told me that my time got moved that morning to a window of 1pm-5pm with NO effort to notify me of this change even though they have on record my confirmation for 10-2. So I simply re-request a half hour notification call before the drivers arrive (second request for this) so I can at least try to make my appointment. I call a third time at around 3:30pm to let them know I will be away for about an hour and to just call me half an hour before they show up so I can get back home on to meet them (this is the THIRD time i specifically requested a 30 minute notification before delivery crew arrival each time being put on hold while the representative says hes contacting the warehouse) I leave my home and literally no more than 10 minutes after I leave I receive a call saying the delivery team has arrived and are waiting AND that If im not there soon they will have to leave. In frustration I ask if they delivery team knew to call me, the woman on the phone said yes. When I arrive the team is standing by waiting to put everything together. I let them in, they get to work and theyre done within 10 minutes everything cleaned up and put in its place. I ask them if they ever were notified to give me a courtesy call to notify me they were 30 minutes away. He shows me his sheet of scheduled deliveries for the day and nowhere under my name is it stated to give a call (even though others were) and he said he never received a call from dispatch about my situation. Fruniture quality decent at best and a little overpriced, though i wanted specific pieces. Delivery teams Very professional, in and out of your home quickly and not a piece of cardboard or foam left behind. (ive had 3 delivery crews from Mors and they were all like this) Customer Service reps. Lousy, unhelpful and clearly make little effort to work to your schedule.