Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a couch with extended warranty plan, the motors went out for the lift/recliners. We have made numerous calls to the warranty and Morris furniture. After several months (from first complaint) they provided a replacement motor, the wrong part. Many calls to follow up without resolution. Since the product failed, and extended warranty has not been upheld we would like a refund of entire purchase amount.

  

  Business response

  12/14/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We can confirm that since the customers 1 years manufacturer's warranty has expired, and a claim has been filed with GBS the customer would need to escalate any concerns with GBS directly.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leather couch delivered with damage in September. Contacted store in October regarding status of repair, told material was on back order. Again in November told material would be delivered middle of month. It is now December and am being told store will contact the manufacturer.?????

  

  Business response

  01/21/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. Per our records the customer has received the part and is scheduled or service for 2/14/2024.

  Customer response

  01/21/2025

  I had to go into the store twice before this "resolution" was scheduled. I can not accept them scheduling an appointment that I had to beg for as closing the matter, at least not until the repair, or what every they are going to do, is completed.  A repair was scheduled once before but not performed. I was told no items or replacement parts are being sent and i also consider their response to be a standard, canned message. I do not consider the matter resolved but am allowing them to attempt and resolve it . . . even though its been almost 9 months. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a bunk bed from Morris on August 1st at the Polaris Shopping Center and was told that the bottom pullout shelf would be delivered later than the bed itself. I received the bed on time and was told that the shelf would be delivered in November. I never received the shelf and have contacted the store several times. I am told that a manager will call me back explaining the situation and I never get a call back Thank you. *****

  

  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 remaining piece was delivered to the customers home as of 12/31/2024. 

  Customer response

  01/22/2025

  
  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

  11/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a custom La-z-boy couch on 07/22/24. Estimated delivery date of the couch was initially set for 10/8/24. Around the time of delivery, I contacted Morris to determine whether or not they could tell if my item would be ready at the EDD, or if there would be delays. They mentioned that the couch would take an additional two weeks. Two weeks later, I contacted them again and they stated the item would be ready first week of November. I went in store to confirm because I was beginning to suspect something wasn't correct, but again the item was pushed back another ten days. Nobody seems to know if the couch was made, nobody can determine if it's sitting in a warehouse, and I still have no couch. The phone lines never get me to anyone, so I have been physically in 2 stores 3 separate times now (over multiple hours) to figure out where the couch is, all times leaving with assurances that the couch is made and will be delivered, but not getting confirmation of either. There are kind salespeople who try to assist but they cannot see past their systems, and the Sales Managers with appropriate access assure the couch is on its way to a distro center. I cannot reach anyone at the dIstro center in Fairborn OH by phone. I still have no product, and I've already put $2700 down (which is half the sales price). This needs to be rectified immediately.

  

  Business response

  12/14/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint and can confirm that these items were delivered as of 12/7/2024.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/11 My wife (***** *****) and I placed an order with Morris Furniture and paid for service to move the furniture into the home. Morris made delivery on 10/22 however the wrong color was delivered. In addition, one of the delivery movers got hurt and I was asked to move the furniture in myself, off the box truck and into my home. On 10/28 another attempt was made to delivery the right color. The wrong colors were delivered yet again. It was determined that the wrong SKU was used during initial ordering. A store credit was promised - never received. On Friday, 11/1, on the third delivery attempt, we finally took delivery of the correct color furniture. I received no follow-up contact from Customer Care to provide compensatory action for 2 days of vacation burned due to the company's error, moving my own furniture in (after paying for the service), and not even any sort of empathetic apology. Since the delivery, I have directly reached out to various individuals in the company for some sort of response and have not received a single reply, including *** ***** ****** ********* **** ****, and even ****** ****** and ***** ******, the CEO. Not one response returned to me.

  

  Business response

  11/23/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have reached out to our customer directly today 11/23/2024 offering an additional $250 back to the original form of payment method due to the inconveniences. 

• Initial Complaint

  11/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a 7 piece reclining sectional set. We paid cash and schedule delivery for November 5, 2024. The delivery came 2 hours later than expected. The deliverers could not set up the furniture, because it was missing a power cord. Morris Furniture had a technician come to our home i. November 8 to evaluate the issue. He said he needs to order a cord. We called on November 12 to see when the cord would arrive, only to find out the cord was never ordered. They attempted to place the order while we were on the phone and told us it would be 80 to 100 days for the cord to arrive. This is totally unacceptable. I told them they can come pick up this sectional, since it does not do what we paid for. We’re currently waiting on a manager to call us back.

  

  Business response

  12/14/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We've offered this customer a full return of the items as of 11/14/2024, as of 11/15/2024 the customer has accepted compensation from their sales representative to continue with the parts order. We are awaiting photos from the customer to be able to get these parts ordered.

  Customer response

  01/15/2025

  They issue is resolved

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a love seat and chaise from Morris Furniture back in January of 2020. I addition were given a brochure that advertised an array of services to include cleanings & repair (which would cover the breakage of frames.) We had made the purchase for 149.99 for the 5-year protection plan under the assumption that all of the items listed in the brochure would be covered as advertised. This was stapled to my sales receipt by the salesperson “***** ********”. 4 years later and having never used the service I call in to have my couch repaired after a support beam on the love seat cracked making that area of the couch unsuitable to sit on. I was notified by the third-party service GBS that they do not provide a service such as this and that I would have to take it up with Morris Furniture Company if I wanted any sort of refund from the service that was not provided. (False Adverting) is what I would call it. Prior to the purchase of this couch there was never an explanation that I attached the terms and conditions below that shows that these changes occurred in 2018. Two years prior to my purchasing a couch... After checking the email ************************** that is provided on the sales receipt, we had gotten no such confirmation or notice of this terms and conditions at the time of purchase. This company had been handing out old information to its consumers to purchase the protection plan while never actually having to follow through with the service they were offering. This is false advertising, and according to the FTC is subject to fines, cease-and-desist orders, or mandatory corrective advertising campaigns to rectify the false claims. I have called on many occasions to have them rectify this situation and they have given false promises of “in-store credit” without confirmation of if this was going to occur. I want a full refund of the $149.99. I want to never do business with a company that purposely lies to its customers. This needs corrected now.

  

  Business response

  11/23/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that due to the date that these items were purchased the customers 1 year manufacturers warranty has expired. Since Protect All is a 3rd party company we have no control on approvals or denials of claims. If the customer is interested in a repair with Morris there would be an out of pocket cost for both parts and labor.

  Customer response

  12/05/2024

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

  This situation is not in regards to the chaise or the loveseat. This is in regards to the false advertisement on the brioche listed in my original upload. Morris furniture provided me and many others brochures which had illegitimate claims that furniture would be able to be repaired and the $150 is an add on onto of the original price. At this time I don’t even want the couch to be repaired. I would like the $150.00 that I paid for this “service” originally. You can see that it is separate from the loveseat & chaise. 

  Again this directly goes against the FTC & the Ohio Laws Chapter 4165 | Deceptive Trade Practices. 
  

  In section 4165.02 “Deceptive trade practice action” you will find that this scenario checks several of the examples listed. 
  

  Again, I would hope that the BBB does not support an organization such as this that deceptively provides inaccurate & false advertising to its consumers. I will patiently await your response.

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

  

  Business response

  12/11/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm any and all complaints regarding updated policies and procedures would need to be addressed directly with Protect All. 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/1/2023 we ordered a chair from Morris/Ashley Furniture. Shortly after receiving the chair we noticed that one side of the chair back was buckling. Morris/Ashley dispatched service who were not able to repair the defect on site so the chair was picked up and taken to Morris/Ashley for repair. After the chair was returned to us the buckling issue was not repaired and there is an area in front of one of the arms that had been damaged and patched/repaired while in their possession. Morris/Ashley Furniture told us that the Five-Year Protection Plan we purchased does not cover these defects/damage/repairs. We have made numerous attempts contacting Morris to get resolution for these issues but they are not receptive to helping us with these problems. They have dragged this out past the warranty period although the original issue/complaint occurred within warranty period. Morris/Ashley has offered to attempt repair for a fee plus cost of parts/materials since we are now beyond the one year manufacturer’s warranty. This is not acceptable because the chair they delivered had/has a manufacturing defect and during their unsuccessful attempt to repair the chair the leather was damaged requiring a noticeable repair. Since Morris/Ashley was not able to successfully repair their defective chair within the first year we do not believe that it is fair or reasonable that we should be financially responsible because we are now beyond the one year window.

  

  Business response

  11/02/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that the original delivery date for the customers initial product was 6/20/2023, this is the date that the manufacturers warranty began. We do not have any contact from this customer regarding additional issues after the product was repaired in our shop. This product being out of warranty, we can only offer an out of pocket cost repair or refer the customer to their 3rd party extended protection plan Protect All. 

  Customer response

  11/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: Attached you will find communication between Morris Furniture and my wife and myself regarding this issue as well as before and after pictures. We were told by the customer service from the protection plan we purchased that they do not cover manufacturers defects. We were told by Morris Furniture that normally they would go back to the manufacturer but they are now out of business. Now that the manufacturer has gone out of business we feel it it Morris Furniture's responsibility to correct this situation.

  We have repeatedly tried to get assistance from someone at Morris without success. We were not able to get anyone to answer the phone so we physically went to the store to speak with the manager on multiple occasions. The store manager said he would take it to his superiors, when we tried to follow up we found that the store manager was no longer working there. After that communication we tried to reach someone again at the store. When we got someone on the phone it was a temporary manager who took my information and said a manager from Customer Care would follow up within 24 to 48 hours, that was on 10/30. We have not heard from anyone.  We have notes on dates we tried to reach someone on 8/23, 8/24, 8/26,8/28, 9/24, 10/18 & finally got the temporary manager on 10/30/24. 
  
  Sincerely,
  
  ******* ****

  

  Business response

  11/21/2024

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

  Customer response

  12/04/2024

  Morris Furniture has not resolved this complaint as was communicated in a previous message. Morris did not resolve issue within the warranty period so now they absolve themselves from standing behind defective chair which was further damaged while in their possession. Morris was accommodating when taking our order and money but not so much after delivery of defective product.
  
  I am rejecting this response because: Attached you will find communication between Morris Furniture and my wife and myself regarding this issue as well as before and after pictures. We were told by the customer service from the protection plan we purchased that they do not cover manufacturers defects. We were told by Morris Furniture that normally they would go back to the manufacturer but they are now out of business. Now that the manufacturer has gone out of business we feel it it Morris Furniture's responsibility to correct this situation.
  We have repeatedly tried to get assistance from someone at Morris without success. We were not able to get anyone to answer the phone so we physically went to the store to speak with the manager on multiple occasions. The store manager said he would take it to his superiors, when we tried to follow up we found that the store manager was no longer working there. After that communication we tried to reach someone again at the store. When we got someone on the phone it was a temporary manager who took my information and said a manager from Customer Care would follow up within 24 to 48 hours, that was on 10/30. We have not heard from anyone.  We have notes on dates we tried to reach someone on 8/23, 8/24, 8/26,8/28, 9/24, 10/18 & finally got the temporary manager on 10/30/24. 
  

  

  Business response

  12/14/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We can confirm that we've exhausted all repair options bringing this item back up to quality standards within the time frame of the manufacturers warranty. 

  Customer response

  12/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: their attempt to repair chair within warranty period was unsuccessful. And additionally, the leather was damaged while in their possession.  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  10/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  February 2024, I purchased an adjustable bed, mattress and leather headboard and bedframe from Morris Home Store. This purchase was over $10,000. I inspected the leather headboard and bedframe at the store and signed a form indicating that there was no damage to the product. When my order was delivered I noticed that the bedframe and footboard were torn and cut in several places. I showed the Morris Delivery team the damage and questioned what to do about it. They assured me to accept the delivery and that Morris would get it replaced/repaired. I have been in contact with Morris Customer service trying to get this matter resolved since the end of February 2024 and still nothing has been resolved. I have documented all my conversations, emails, and photos I have sent to Morris. At the begining they offered to give me a $75 credit for the "inconvenience" I want the damaged repaired OR the side rails and footboard replaced. Morris claimed that the MANUFACTOR will not replace the siderails or the footboard. I don't understand WHY Morris is wanting the manufactor to fix the damage their delivery team caused. I think Morris should order a new set of sideralis and footboard to replace the ones the Morris delivery team damaged. I tried to upload photos of the damage, the messages states my photo is too large to download??? Please contact me on the best way to send you the photos. Thank you,

  

  Business response

  11/02/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. A reselection was entered 10/22/2024 with the amount of $1,022.31, as of today I do not see that the customer has visited the store location to purchase new product with the credit provided.

  Customer response

  11/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we have not had a chance to select a replacement bed  frame and headboard yet.     I would like to keep this complaint open until we have sucessfully received our replacement product in our home since our main issue was the damage caused by the delivery of our furniture.    We were given until 11/19/124 to select a replacment.     I will contact you once we have received our new bedframe and headboard.

   

  Thank you.

   

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

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/26/24 I purchased from Morris Furniture Co. a coffee & end table and paid $941.77. On 8/30/24 it was scheduled to be delivered. That morning the store called to say that the end table wasn't able to be delivered because it was damaged but they would still deliver the coffee table. I had a delivery time of 12:00 - 5:00. They finally showed at 6:30pm. I was in the middle of making dinner. I looked it over quickly since I was cooking dinner. After my dinner was done. I started to clean the table (which was covered in some kind of soot) That's when I found several scratches and veneer peeling off of it. I immediately contacted the store and reported it. They said they would notify their customer service office. The office reached out to me by email stating that they could repair the table or give me an instore credit to be used at a later time. I told them no. I paid for new furniture not damaged. So they put in for a replacement. On 9/13/24 they came to deliver the replacement coffee table along with the end table. The end table was brought in and I looked it over while the delivery co was getting the coffee table. The end table was damaged (veneer peeling) The delivery co couldn't deliver the coffee table because it was damaged. It was never brought in. I contacted the salesman at the store who sold it to me and I told him to cancel the entire order. I gave them two chances and both times they were damaged. I've received e-mails from their offices stating that I can't cancel the order. I want to cancel this entire transaction and for them to come and pick up these tables that the delivery company wouldn't take back with them. I feel that I gave them every opportunity to make it right twice. They don't deserve a 3rd time. I notified them immediately the day of both deliveries. I don't think I should pay top dollar for damaged furniture. They e-mail me and I've asked to speak with a supervisor over a week ago. I've not received a call yet.

  

  Business response

  10/23/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that we've entered a return for the cocktail table as of 10/4/2024. We have attempted to contact the customer the have this table picked up, with no response.

  Customer response

  10/23/2024

  
  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 received a phone call from the Morris furniture company this afternoon letting me know that they have decided to honor their return policy for the coffee table. I made them aware that it's not just a coffee table but also a matching end table. It's also damaged. As long as they agree that the return is for both of the tables then I'm good on the settlement of this complaint.  It's a shame that we couldn't have settled this issue 4 weeks ago when it first happened.  Thank you.
  
  Sincerely,
  
  ***** ******

*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. ↩