Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 3, 2025, I purchased what I thought was a complete bedroom set. But the salesman neglected to sell me a box springs with the mattress. I was notified by the delivery and set up personnel that there was no box springs. I proceeded to call the company and talk to a lady by the name of ***** who put in an order for the box springs, but she failed to state that it was a white glove set up. When the box brings arrive, the delivery person was not skilled enough to set up the box springs. I had to refuse the delivery. I have been trying to work with the store to re-deliver the boxsprings before January 24, 2025. Because complete bed needed to be set up by then. They are not willing to go the extra mile to satisfy me as a customer. The bottom line is if the salesman had sold me a complete bed set with the box springs and mattress then we would not be in this situation.

  Business response

  01/28/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. The box springs have been delivered and set up in the customer's home as of 01/25/2025. 

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a recliner at Ashleys Furniture on 11-21-24: for my wife ******, who is not a big person. The cushion started to wrinkle and sink the first week. I tried to talk to customer service and after several calls, gave up got on the computer and put in my complaint and sent pictures on how it looked. Finally, 2 weeks later a service man came to house and agreed it was defective, and I asked them if it could just be replaced since it was new and he said no it would have to be repaired, and he would order a new part. The part never arrived, I got on the computer again and they said it was never ordered, and they would send it out and set up a time for the repair. The part has been here for over a week no one has called to fix it. I called the store spoke to the person who sold it to me, and he said in about 48 hrs I would hear from someone to fix it, four days later not one, I called the store again and he said in 48 hours again, it has been 3 days no one. This chair cost $998.00 plus extended warranty total was $1372.76! At this point I just want my money back and this junk chair picked up ASAP. ****** has never had low back issues in her life, but this chair is causing it. I have gotten nothing but a run around from this company and at this point I would not buy a pillow from them. HELP, Please.

  Business response

  01/21/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We can confirm that the customer has received the correct part, and is scheduled for service with our third party repair company SAW.

  Customer response

  01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  This chair was defective and I realized it three days after delivery of it. I have called the store, customer service and have gotten nothing but a runaround and the service has been terrible, I have been lied to and have spent excessive time on the phone to try and get it fixed.  Finally i was called a couple days ago and given a possible time of February 14 to have it repaired.  This is unacceptable, it has taken three months by the time possible it can be repaired.  In the mean time the leather is stretching down, rubbing the side of the chair and I'm sure is causing more problems with it by the time it is possibly going to be fixed.   This chair should have been replace when I first got it,  I have never in my life had so much difficulty with a new purchase.  At this point l think it should be replaced or refund my money, this chair is junk and I know now the type of service this company provides.    I do not intend to just forget about what i have been put through with Ashley Furniture !!
  
  Sincerely,
  
  ****** *****

   

  Business response

  01/24/2025

  Morris Home Furniture has reviewed the customer’s response. Since service  and a repair was accepted by the customer and parts have been ordered we would have to move forward with the repair option. If the repair is not satisfactory or unable to be completed then we can explore possible options for a replacement or compensation to keep the product as is in the home.

  Customer response

  01/25/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  This chair has been getting worse to sit in, from three days after it was delivered.  I have to place a pillow in it to keep from sinking down any further.  The fact it has taken almost three months to have it repaired is unacceptable!   Of course I accepted a date to fix it I had not other choice. I have to wait until February 14 for a possible not positive someone might show up for repair.  How can the BBB support a store who sells junk like Ashley Furniture?  I even purchased an extended warranty with this and now i see this is even a complete joke!  I can not imagine ever using that it would probably take six months to have them show up!   I am ready to contact channel 6 on your side since I do not need any more stress about this chair and no one else will have to deal with this store.

  received
  Sincerely,
  
  ****** *****

  Business response

  01/28/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have offered the customer a reselection on the product in home. 

  Customer response

  01/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I also understand I am to choose a chair and it must total the full amount of what was paid to Ashley including the extended warranty, this is what I was told o the phone.  I have no intention of any additional cost to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The ordered was placed not been picked. I have nothing in my house of Morris I didn't take home day of purchase. Try to reach out to company I didn't pick items I never picked those items sales person said Let them Know I never picked up the items.

  Business response

  01/21/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We can confirm per our accounting department that $701.78 has been refunded back to the original form of payment method as of 12/2/2024. All refunds back to Synchrony Financing takes a full 2-3 billing cycles before reflecting back to the account.
  

  Customer response

  01/30/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  01/08/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a mattress mid-October 2024. It was told that it would be delivered Oct 26, then Nov 11th, then the first week in Dec, then Dec 15, then Dec 19th, then Jan 2nd, and now Jan 19th. I was told that I’m finally first in line to receive the mattress. Then I’ve just been told that I’m 3rd in line even though they received some of the mattresses on Jan 7th…. I keep being told that I can re-select, but this is the one I want. I think it’s because they did a price match and perhaps others paid more and even though I ordered first, they are getting theirs before me…… I was also told that I would received a store credit for my hassle. Today I’m told that bc I was always allowed to reselect that I wouldn’t get a store credit now… and I’ve been on the phone with customer care, on and off hold being told that they will not do anything…. RIDICULOUS and you have my money so why do people keep getting filled before me and why tell me that I can have a store credit which isn’t true???

  Customer response

  01/16/2025

  The GM worked with distribution and got us our mattress. The issue is resolved. Thank you.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently spent approx. $3,500 on what was promised to be a high-quality, custom piece of furniture (sectional sofa), which took months to receive from Morris Furn, Polaris location. Shortly after receiving the sofa, the fabric had already begun pilling severely. When this started, I reached out my sales rep, Nisha Clements. After repeated follow-ups, they sent a Customer Care tech to inspect the furniture. He agreed that the fabric was severely pilling and that it was highly unusual at this stage. He suggested “shaving” the couch. I rejected because of the short length of time I had the sofa. I could see if that had been months or years, but this was essentially brand new. He 100% agreed with me. I live alone—there are no children, pets, or external factors contributing to wear. This issue clearly stems directly from poor material quality or workmanship. For a brand-new sofa at this price point, such a glaring defect is inexcusable and completely undermines the trust I placed in your store and brand. After being a long-time Ashley/Morris Furniture customer, I’m shocked. I work with realtors based on the industry that I’m in and have recommended your stores to them repeatedly and have recommended your furniture for friends, relatives and clients in the past. I have no confidence in my ability to do this any longer. I expect this situation to be addressed immediately. The product is defective, and I demand a resolution that reflects the seriousness of the situation. Specifically, I am requesting: 1. A replacement sectional sofa with durable, high-quality fabric that will not deteriorate after minimal use. 2. Alternatively, a refund or discount to compensate for this unacceptable experience. This matter requires your urgent attention. I can send photos of the pilling. I am also more than willing to make the sofa available for inspection by any of your senior care agents who understand fabric, but I would appreciate a most immediate reply.

  Business response

  01/21/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We've spoken with our customer 1/16/2024 and offered to replace all of the affected casings on the piece. Per the customer she has filed a dispute with the financing company, and we are awaiting confirmation that the dispute has been dropped before moving forward with the parts order.

  Customer response

  01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: I spoke with ***** ****** , Morris Home Furniture Customer Care Supervisor on 1/16/25 (only AFTER calling the customer care dept, asking for a supervisor to call me back and waiting 10 days for that call). She offered to recover or recase the cushions that are pilling, but stated to me that replacing the casings on the cushions will not prevent this major pilling issue on the fabric from happening again in the future. Since this happened so shortly after I rec'd my sofa, and I was the ONLY person to even sit on it, I feel this fabric option should be removed from the Morris options for custom sofas. Furthermore, in light of the aforementioned, I am requesting a replacement sofa with a completely different fabric. Not replacement cushion casings.
  
  Sincerely,
  
  ***** ******

  Business response

  01/24/2025

  Morris Home Furniture has reviewed the customer’s response and per our policy Custom Special Order merchandise is not eligible for return for any reason. If on occasion, a piece arrives damaged, our trained, master craftsmen will restore the piece(s) to its original condition. Since pilling is not considered to be a manufacturers defect, we offered to order the customer new casings as a curtesy. Again, we wouldn't be able to move forward with any accommodation for the customer until we have the confirmation that the dispute has been dropped.

  Customer response

  01/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I must express my deep disappointment with the resolution offered, as it does not address the core issue nor does it meet the reasonable expectations I had as a long-time, repeat customer.

  I understand that pilling may not be classified as a manufacturer’s defect under your warranty policy. However, this is undeniably a fabric quality issue (attested to by Nisha Clements and the Customer Care Agent that inspected it and verbally agreed it was "out of the ordinary, for sure", and because Ashley/Morris Furniture selects and approves the materials offered for custom orders, the responsibility to ensure these fabrics are durable and fit for purpose ultimately lies with your company. It is entirely unacceptable for a sofa fabric to degrade so severely with minimal use in less than 30 days, particularly on a piece of furniture that cost over $3,000 and took three months to receive.
  
  The offer to order new casings "as a courtesy" does not adequately resolve the issue, as it fails to address the underlying quality of the fabric. Replacing the casings with the same subpar material only delays the inevitable recurrence of the problem. This is not a matter of damage or misuse; it is a failure of the product to meet reasonable durability standards. Replacing them with another fabric would not match the rest of the sofa.
  
  As a customer, I should not have to shoulder the financial and logistical burden of addressing a quality issue that stems from a poor materials. Customers TRUSTS that the fabric in the stores to select from, especially for a high-cost custom piece, have been thoroughly vetted and tested by Ashely/Morris Furniture.  Your company's policy on custom orders should not override the expectation of receiving a standard quality product that can withstand even less than normal use for a reasonable period.
  
  I respectfully request that Ashley/Morris Furniture one of the following steps to resolve this matter:
  
  -Provide a replacement sofa using a higher-quality, non-pilling fabric.
  -Provide replacement casings (that will only provide a temporary fix) and issue a partial refund of $1,000 to compensate for the diminished value and usability of the product.

  I hope we can resolve this matter amicably and fairly. However, I cannot consider this matter closed until a satisfactory resolution is reached. I will continue to pursue a resolution as this is a matter that is not only for my satisfaction and protection, but that of the public in general.

  Thank you for your attention to this matter. I look forward to your prompt response.
  
  Sincerely,
  
  ***** ******

  Business response

  01/28/2025

  Morris Home Furniture has reviewed the customer’s response, and can confirm that we've spoken with our customer as of today 1/28/2025 and are working towards a resolution to get this resolved.

  Customer response

  02/04/2025

  This is not resolved. I have 2 outstanding questions to the retailer. 

  They promised as remediation of $1,000 back, and in their communication after said that would only happen after 2 to 3 billing cycles.

  I also have an unanswered question about the replacement casings that hasn't been answered. 

  Here's is my email to them, which has yet to be answered (sent on Monday, 2/3/25).

  Until it is answered, I am not closing this complaint.

  ****************** 
  From:******************

  
  To:***** ******
  
  Mon, Feb 3 at 5:34 PM
  
  In addition to the question about how the casings get installed, what does this mean?
  
  The refund amount will be refunded to your Synchrony Financing account which will be reflected within 2-3 billing cycles. 
  
  Does it take 2-3 months to get the credit??
  
  On Monday, February 3, 2025 at 10:19:54 AM EST, ****************** <******************> wrote:
  
  Hello *****,
  
  Yes, I've gotten the parts ordered and the credit entered for the amount of $1,010.50. Please be advised that your manufacturer's warranty is expired, which means that we will not honor any services/parts/labor outside of sending the new casings. 
  
  
  The refund amount will be refunded to your Synchrony Financing account which will be reflected within 2-3 billing cycles. 
  
  
  What questions do you have for me?
  
  *** ******
  Customer Care Supervisor
  Morris Furniture Company

  Customer response

  02/07/2025

  After receiving a verbal and written offer to remedy my complaint against Morris/Ashley Furniture Company, the Customer Care Supervisor I was working with will no longer return by messages. She stated that the offered credit of $1,000 would not be available for 2-3 billing cycles on my Synchrony card used for the purchase. She indicated that was Synchrony's policy. When I contacted Synchrony, they said that was absolutely false. 

  Business response

  02/11/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint.

  Customer response

  02/11/2025

  Until I get confirmation of the $1,010 credit from Synchrony Bank (has not happened yet) and acknowledgment that a technician will install the replacement casings, I am keeping complaint open. I got a call today from Ashley Morris stating that they will NOT install the casings when I have an email confirmation from ***** ****** saying just the opposite (that a technician would install them). After my call from Ashley today I forwarded her that email. I will need confirmation they will install the replacement casings -- what else would I do with them? I can't install them. They would be of no use to me (it's a custom sofa and you don't just zip them on)!

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It was a mattress that was delivered Feb. 2024 I talked w/the company Ashley Furniture to let them know that while sleeping on the mattress it had a weird strange smell strong chemical odor. And it also made me itch really bad. I had a allergic reaction from it. They exchanged it 7/24/2024 and the same thing was occurring. The sent a guy to my house to asses the situation Sept 14. 2024 He stated that chemicals could have busted and got through the mattress. I received another mattress same thing again itching and burning of my skin. I talked w/them and was told at this point they came to an conclusion and there is nothing they can do that they were closing my case. I just want my refund of what I paid $900.00

  Business response

  01/24/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. Per policy Mattress protectors, pillows, and sheets that have been opened are not eligible for reselection or return. Mattress foundations, frames and adjustable powerbases cannot be returned. The original mattress was delivered to the customer 1/31/2023 and was exchanged as a curtesy 9/14/2023. 2/3/2024 a reselection was entered for the customer to pick out a new mattress. Since bedding is non refundable Morris will not honor a return moving forward due to customer preference. 

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 16, 2024, I ordered over $5,000 of furniture from Ashley Home Store. At checkout, the salesperson advised me the tracking number would be texted to my cell phone. I received the text on November 17, 2024. The salesman reported the delivery would be close to the beginning of January 2025. I have checked the delivery date, and it is reporting April 2025. On January 2, 2025, I called the Ashley Home store to cancel the order. The salesman reported he would cancel the order and I would be refunded. I asked that an email be sent to my email address. I have not received a refund or an email. On January 3, 2025, I went to mylocalhomestore.com to check the status of my order, and the order no longer exists. So one would want to believe he cancelled the order and did not fully refund the 5,000 dollars I paid. The salesman was extremely rude and hung up on me during the conversation. The salesman even commented, "You are being rude." I would like my money back that is owed to me. 

  Business response

  01/24/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. Per our records we can confirm that the total amount of $5,023.46 has been refunded as of 1/3/2025 back to the original form of payment method.
  
  

  Customer response

  01/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a sectional sofa from Ashley Furniture on 11/27/2024 and accepted delivery on December 10th. After 2 weeks, the left side armrest broke while the person in the seat used the armrest was repositioning themselves. In no way was anyone's entire bodyweight on the armrest. I was not worried about this as the sofa comes with a one year warranty against manufacturing defects and this was clearly that. I contacted their customer service department after filing a claim on 12/22 via email as instructed by the store. I called customer service on 12/27 to follow up on my claim email. Customer service states that this was user abuse and the claim would be denied. According to the service rep, the armrest is only decorative and should never have any bodyweight on it. I believe this is a manufacturing defect and should absolutely be covered by their warranty. I am asking for replacement of just that one section or that they pay for repair.

  Business response

  01/24/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have set up a curtesy service for a repair with our third party repair company USQ to inspect the damages to the sofa. 

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 10/28/2024 We financed the amount of $2,500.00 paid $300 cash They were to provide us a counter height dinning table and 4 table height stools with backs and a buffet table Table, stools and Buffett were delivered on 11/5/2024 I was able too look at everything and realized they delivered the wrong stools they delivered the bar stools but not the counter height stools that go with the dining table also noticed that the dining table had several nicks and dings on the table top, sides, and drawer I immediately Sent an email to their customer care letting them know about the items being wrong and that the table had several dings. I provided my phone number my name, the account number and the photos that were requested from Customer service. No one replied to me only to my husband, even though both at the Store location over the phone with customer service and over the phone with the sales associates that they were to engage with me, ***** **** and my husband **** **** because he is unable to handle business while at work. Since the 7th of November, I have made several Attempts to get the new furniture, switched out with what they delivered to me on the 5th of November. When I was not getting any responses back from customer care, I started calling the Colerain Avenue store by talking to ****** several times then it switched to ****** several times and went onto their manager *****. ***** had a conversation with me over three weeks ago telling me he was going to handle it and have everything Taking care of by returning the damage furniture and the incorrect furniture In return giving me the proper furniture. ***** then assured me that this would all be taken care of and I should be getting a phone call in 10 days. Around 10 days, ***** did not follow up and ignored my phone calls and visits to the store so then I i was switched by customer care to Jonathen the district manager as he also assured me he would personally take care of my problem.

  Business response

  01/24/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We can confirm that a credit of 139.06 was refunded back to the original form of payment method for the inconveniences and also the table was replaced due to the damages with a delivery date for today 1/24/2025.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We made a purchase for 3 items from this store on 10/21. We had the couch delivered a week later. At that point we called in an attempt to cancel the other 2 items. Those items have NOT been delivered as of now and no ETA on when they'll be delivered. The location told us that we could not cancel the undelivered items since all sales were final and we signed some kind of promo stating as much. The sales representative did not disclose that all sales were final during the conversation on the purchase. We spoke with a manager at the location and explained that we were not advised of this stipulation and their response was "She's new she might have missed it." We have attempted to resolve this 3 times with the location, by phone, by their web customer service portal, and by going into the store. All 3 times we are denied assistance. All we want is to be refunded for the 2 items that have not been delivered. I am unsatisfied with their tactics on promotions and sales and not being clear that all sales are final and do not agree that a consumer should continue to be billed for merchandise undelivered. We did not receive a discount on the purchased items. The promotion was tied to some voting conditions during this past cycle. If Ohio had XXX number of ppl vote then you are eligible for a discount. This discount was NOT given in advance. We were NOT given full disclosure that all sales are final. We do not want nor do we have a need any longer for the 2 items that have yet to be delivered.

  Business response

  11/23/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. Upon reviewing the account, the necessary pieces that the customer wanted removed were removed as of 11/11/2024. Per our records there is a refund balance on the customers account of 1,471.02 that has been refunded back as of today 11/23/2024. 

  Customer response

  12/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have checked my American Express account and allowed ample time for a credit to process even considering the recent holiday.  I have no seen a credit to my account as the merchant is stating?  When was the credit processed?  When should I expect to see it on my account.  Does morris/ashley and their processor batch nightly?  If so then I should have seen this credit already.

  Sincerely,
  
  ******* ***

  Business response

  12/14/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. The credit was voided due to a dispute that the customer filed with their credit card company, so therefor no refund was provided back to our customer.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩