Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional sofa from Morrison two years ago and I also purchased the extended warranty. The sofa was $6000 and I was told the salesman that was one of their top pieces they had. I sat on the couch and the frame cracked and I am not a man and I do not have kids that run around and jump on the furniture.. When I contacted Morris, they said the warranty would not cover that and I could spend $100 an hour to have someone come out fix it plus be charged for hardware. I will never purchase anything from them again and would recommend to others not to as well.

  

  Business response

  02/12/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. This customer purchased their sofa 01/07/2023 and reported frame damage on 01/24/2025 this customer is outside of the manufacturer's warranty and labor will be at cost. If the customer would like to move forward with repairs, it will be $100 per hour. 

  Customer response

  02/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have attached pictures of the bottom of the couch. I purchased at extended warranty that I guess did not cover that either. If you purchase furniture valued at over $7000 and it don’t hold up for 2 years that is an issue. I even went to the store to act like a potential buyer for that piece and had their sales rep assure me that it was of great quality and there would be not be an issue with the frame. I then showed the salesman my photos and he was shocked and said that never should have happen and it had to be a default. The store had been no help except when I purchased close to $8000 in furniture from them. As a company they should have replaced or had it fixed. I can not explain the anger that I have knowing they could have made it right but chose not to. I will tell everyone I know not to purchase from them!
  
  Sincerely,
  
  *** ***

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this couch from Morris Furniture on 03/12/2023. The fabric started to rip in various places on the couch as the fabric is thin. The middle section of the couch is threadbare worn out from the horrible thin fabric. The middle section does not line up with the rest of the couch so one has to pull out the entire seat in order for it to match up with the left and right side of the couch. The left cushion has been worn out already from the back of the cushion and in the seat. The recliner on the left side is also worn out due to poor fabrication of the recliner. I was told by customer service at Morris Furniture that the 5 year protection plan that I paid for ($149.00) does not cover these kinds of items as it is "normal wear and tear" of the couch. I severely disagree for a two-year-old sofa. The sofa was made flimsy, and the quality of work is poor for the money I paid.

  

  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 one years manufacturers warranty is expired with us as of 3/9/2024. If the customer would like to have a service technician out to inspect the damages or to order parts there would be an out of pocket cost. 

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this table02/17/2024 delivered a few weeks later. The table has a 5 year warranty This fall we noticed a bulge popping up. and the table was getting wobbling. We procrastinated in calling for service (we are empty nesters so we eat most of our meals at out kitchen counter bar). We finally call and they came out and tightened the table to correct the wobbling and said the table top can't be fixed. Some one from customer service will call me. I finally receive a call that they will not cover the table top because it's water damage. This is a kitchen table with a 5 year warranty. It should be able to handle condensation from a cold drink or even a spilled drink. the table is always wiped down after use. there has never been any standing water on this table. If water got below the finish it's because the finish was not applied correctly in the factory. Please notice that this is a "country Table" with "wooden slats" across it. the damage is at the edge of one of the slats. It is clear that the factory finish did not get down the joint between the two slats.

  

  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 this customer as of 12/7/2024 to advise that the water damage is customer caused and unable to be repaired. The customer would need to reach out to the extended protection plan GBS at ************ for assistance with a resolution.

  Customer response

  01/27/2025

  
  Complaint: ********
  
  I am rejecting this response because:  I have contacted GBS and they inform me that the table is less than a year old and will be covered by Morris Furniture.  Also the claim must be reported within 30 days of 1st discovery of issue and I have already past that time limit (this is hidden in the their fine print that they quickly pointed out)

  On the note that we had standing water on this table, that is absolutely not true. The only water on this table would be from condensation from cold beverage glasses, which would be wiped up after the meal.   This table is not my formal cherry dinning room table that we bought 40 years ago, this table has some this table has some type of plastic or vinyl finish on it and is made for every day usage.

  We spent $2847.62 for this table and chairs and TV stand.in February. We bought new couch, loveseat, (2) recliners and a side table in September of 2022 for $7711.44. and seven years before this purchase we bought another family room couch and loveseat and recliner.

  I find it very disappointing that Morris is refusing to back their furniture 
  
  Sincerely,
  
  *** ****

  

  Business response

  02/11/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. This has been deemed as damages caused in the home. The customer has purchased the extended 5-year warranty and may contact the third-party company at **************.

  Customer response

  02/12/2025

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

  Morris Furniture didn't even read my response,  

  I have contacted GBS and they inform me that the table is less than a year old and will be covered by Morris Furniture.  Also the claim must be reported within 30 days of 1st discovery of issue and I have already past that time limit (this is hidden in the their fine print that they quickly pointed out). 

  The top is an veneer top. We do not allow standing water on this table, even if we did the water would not soak through the top unless there was a flaw in the finish.
  
  Sincerely,
  
  *** ****

  

  Business response

  02/12/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. The table has water damage and is customer caused and not a manufacturing defect this is unable to be repaired. 

  Customer response

  02/12/2025

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

  At least they are admitting finally the "5-year warranty" is a total scam. 

  Once again, this table has an laminate top on it. no water can get below it unless the finish had some imperfections in it. 

  I find it interesting that they have Bolanburg off their web site and stores. 
  
  Sincerely,
  
  *** ****

• 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

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went into store on Colrain Ave, Cincinnati, OH and purchase a bedroom set, the set consisted of a King size upholstered sleigh bed, footboard, rails, 1 five drawer chest, nightstand, seven drawer dresser and mirror. Furniture was delivered on 3/21/24. After the drivers got the dresser upstairs, right before placing it I heard a cracking/pop noise. I asked the driver what that noise was and he said it was nothing. I knew that noise was too loud to be nothing! I went over to inspect and saw that the leg was broken on the dresser. I'm disussing what happened to the dresser April Weeks for customer service was calling to check the status of the delivery. That's when I explained to her the incident and details of what happened. The driver took pictures and submitted them to April so she said I didn't have to send pictures because she got them from the driver, but I took pictures anyway for my records. They were going to take it back but she said to keep the dresser on site until replacement came in and it would be a couple months because that model was on backorder which was @ May/June I agreed to wait. YOU CAN CHECK THE RECORDING OF THE CALL!!!! After not hearing anything for months of the estimated timeframe, I decided to email April on 8/29/24 for a status update. I waiting almost 3 weeks and still haven't heard from her. So I called and spoke to *** at the Colrain location and she gave me the customer service number to call. Spoke with the Customer service rep (Faith), she told me they were going to replace the dresser, they were reaching out to another store to see if they had a replacement. That was 2 months ago. Went to Ashley store on November 20th, 2024 where I originally bought the furniture to try to get this resolved, only to be turned away again. *********, the General Manager of the store promised to call with a resolution on November 21th..............Still waiting!!!!!! PLEASE HELP!

  

  Business response

  01/21/2025

  
  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have entered a exchange for the damaged item, and have contacted our customer to advise and get this scheduled for a exchange date.

• 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

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