Don
Great and helpful service people, LOUSY CS texting and warranty policy
First off the service people contracted by Mor that helped with the exchange of the deflective Radius chair were top notch, helpful and spot on. However I am deeply disappointed in Mor Furniture. I truly despise that the only way to seriously contact for help is through texting. There is no way to actually speak with someone in person and no one at the store is able to help other than say text CS. It took nearly a fully day to get first response from CS to get things started and several iterations of back and forth to get them the needed information, correct their assumptions of what happened and what I needed. (At first they kept referencing a second piece of furniture that was purchased same time that arrived broken and had been resolved.) After about two days I am told I need to take the defective piece to their regional service center 50 miles away to determine what can do. This after sending photos of the broken wooden frame of the piece. OR I can pay a not small fee of $59.99 and have someone come take a look and make a repair or if needed deliver a new piece and remove the broken piece. Why do I need to pay $60 for a warranty issue? I even paid for the extended warranty so In my mind I am being forced to pay twice. I get it that the local store can't make a determination but why can't I take the defective piece back to the local store and they take it to the regional center for me. They are receiving deliveries from the center several day a week if not daily so why not just put my piece in the empty truck returning to the center? It truly is insult to force me to pay more for obvious warranty issue. I give up, pay the fee and the first date can have someone come look is 4 weeks away. Really? My time comes and the people assigned are super helpful and easy to work with. They look at the photos I sent with texts weeks before and determine the recliner truly is defective and has to be replaced. No need to come look at it in person. They then start to say I need to take it back to the center and be ready to pick up the new on my own when it arrives. I am not there so wife calls me and I explain I was told by paying the fee I would not have to do that. Disposal of broken and delivery of new would be taken care of. They call someone else and confirm is true. Ok good but why did that have to happen at all? Should be a known. We are initially given a date in July about 2 months away for delivery of new. Wife notes this is not acceptable, already waited a month for someone to just look at photos and not even come out then two more months for resolution? Not acceptable. Person also using this recliner is having surgery and needs this recliner for recovery. Repair person steps up to the plate and finds a solution and able to get the replacement recliner in about a week. PERFECT! Very happy the service people are listening and very very helpful looking out for us. But Still have the question of why did we have to wait a month to have them not come out but just look at the photos I supplied. Why did we have to have that initial delay? All in all the issue was taken care of. Love the Radius recliner, super happy with the actual service people that did work with us but deeply disappointed in Mor Furniture as the quality with 2 of 2 pieces purchased were broken at delivery or defective. Have serious concerns for long term durability. Most of all really do hate the CS system Mor uses that forces impersonal drawn out piece-meal texts that take forever to get the needed information needed. I am sure is great for Mor but really stinks for the customers. Such a hassle. AND really feel slighted that was forced to PAY for obvious warranty and defect. I have never experienced such a policy and process from ANY company have ever dealt with in my life. As much as we love the Radius recliner, we do not have any respect for of love for Mor Furniture and CS process/policy and will be highly unlikely to ever do More business with Mor ever again.