Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was sold a warranty insurance policy with the purchase of a sofa and loveseat. Was told that it cover any damages that were not from Neglect etc. The footrest in two of modules has broken. They claim they don’t cover the frame. The frame of the sofa is fine and intact, the issue is the footrest. Even though we purchased the warranty that was strongly suggested, Morris Home Furnishing is failing to cover the damage.

  

  Business response

  09/14/2024

  Morris Home Furniture has reviewed the customer’s account and have verified that we are not able to offer an out of pocket cost repair due to this product being discontinued. For assistance the customer would need to escalate service with Protect All as this is a third party company.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 11, 2024, my husband and I purchased a twin bedroom set (including a desk, a bed frame with a trundle, and a chest) from Morris Furniture. The set, except for the trundle, was delivered in April. As time went on without any updates on the trundle, I began calling customer service weekly. They repeatedly told me, "It will be arriving in the next few days," but I soon realized this was not true. I requested more information and began inquiring with the store manager. In June, I was informed that the trundle would arrive by July 15. By mid-August, I was told the new expected delivery date was October. During my last conversation with the store manager on August 25, I requested to return the entire set due to the ongoing delays and lack of communication. Chris (the store manager) mentioned he would consult with his supervisor about either arranging an exchange or processing a return. I called the store again on Tuesday afternoon but received no answer, and I tried again on Wednesday with the same result.

  

  Business response

  09/14/2024

  Morris Home Furniture has reviewed the customer’s account and can verify that the trundle is available in our warehouse and scheduled to be delivered to our customer 9/17/2024.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a sofa and chair and tables from Morris furniture in Beavercreek Dayton, Ohio. After a month and a half I noticed that the chair material was starting to unravel and that the chair was coming apart in the back when the first service man came out to assess the chair. He said that a whole new back was needed for the chair that was in January 2024. When the guy came out who I thought was going to fix the chair, he actually did not do what the assessor said needed to be done. He did a bad job on the chair, but left the backside of the chair still coming apart. As this continues the chair, the sewing continues to unravel And it is now August 2024. And Morris furniture has told me that the part just has not come in yet. I said I would like to select the chair them to get the chair and credit my account. But they said that the chair has been in my home too long . The chair has been in my home this long because they did not fix the problem! I received an email today where the representative actually had the nerve try to put the responsibility on me! Morris furniture is a bunch of crap they’re trying to gaslight me! I wish I had read the reviews and the complaints before I ever went to Morris furniture. They have terrible customer service! It’s a terrible company! Their intent was to drag this out and never fix the problem or come to a reasonable resolution! This could’ve been a easy problem to solve long ago! You guys are complete train wreck, and I will be sure to let my friends and family know not to buy anything from Morris furniture! word of mouth is powerful!

  

  Business response

  09/28/2024

  Morris Home Furniture has reviewed the customer’s account and and can confirm that this customer has received all necessary parts to complete this repair and is scheduled with our third party repair company for 10/3/2024.

  Customer response

  10/01/2024

  
  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.
  After almost a year this issue is scheduled for repair on said date.
  

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Short and simple: I was charged a $99 delivery fee even after I asked more than once, in order to verify my understanding, and was told there would not be a fee for my order. I have called several times. I did not request special delivery as there was no assembly and it was a first floor, double opening door. In one of the later communications, all of the sudden the reason I was charged was because it was a clearance item! Was unable to find evidence to that policy. And, if so, once again salesperson misleading. Last communication was that she was busy with a customer and would call later. Of course, never happened.

  

  Business response

  09/14/2024

  Morris Home Furniture has reviewed the customer’s account and have contacted our customer to off a $99 in store promotional code for this inconvenience. 

  Customer response

  10/23/2024

  Morris Furniture did reach out to me and gave me an in-store credit. My concern is there is nothing to document that credit.

  For example, how will the salesperson find that there is a credit? Plus is there a time limit?

  I have tried to call person and could not get in contact.with her.

  

  Business response

  11/02/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that we've sent the information regarding the promotional code to the email address that was provided within the complaint.

  Customer response

  11/11/2024

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought new couch w/ power recline & lumbar support last Sept. It was delivered in October & it hasn't been right since day one. At first, we were trying to contact our original sales person (***) but never returned our calls in more than a week. So, we took pictures of our couch & the problems it has and took them to the store. He said he'd pass it on to the "Higher-Ups" and we should hear from corporate. After 2 weeks we did hear from corporate & they said their service company (SAW) would be in touch with us. That took another 2 weeks PLUS a week before a tech was scheduled. (Fast forward.....) We've had at least 8 visits from SAW techs & 2 of them have been here more than twice! The last several techs said their recommendation would be to have the couch replaced cause the repairs aren't working. They also said that SAW usually does NOT pay attention to their reports. We had a box of cushions sitting in our living room for over a month before anything was done with them. We had a box of metal framework that sat here for almost 2 months before a tech installed it on our couch, BUT only on ONE side and not both sides of the couch! Morris said they can't do anything because we've had the couch for more than 30 days to which I replied "YES, but we've tried to have it repair since the first week following delivery!" Here is what it looked like when the last tech was here & replaced the frame on ONE side which did NOTHING to fix the problems. BTW, we are waiting for ANOTHER call from Morris! The seats don't line up; the backs don't line up; each side of the couch makes you lean towards the middle (you can't sit up straight); the foot rest does not hold in position & has about 6"-8" of movement when it should be stationary. There's more to it than just this, but you get what I'm talking about.

  

  Business response

  08/30/2024

  Morris Home Furniture has reviewed the customer’s account and can verify that by our technicians report this products was deemed up to manufacturers standards as of 5/15/2024. The customer reported again in July that there is an issue with the frame, we have reached out to our customer to over to bring this product into our warehouse for a in shop repair.

  Customer response

  08/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:  This is a lie.....  The last 3 or 4 techs who had been here to replace cushions; replace frame (but only on 1 side) all said to us that their recommendations would be to replace the couch - it cannot be repaired.  One of the techs even walked it, took a look and did nothing.  

  Ideally, we want our money back.  We paid Morris in good faith believing we were receiving a quality product.  We cannot have our couch taken into a repair facility which leaves us with NOTHING to sit on except the floor while a repair of unknown timeframe is considered.  This is NOT fair to us and Morris knows this as does SAW.  

  This couch has MULTIPLE issues and we should NOT have to live with it nor should we expect it to be repaired.  Techs have already walked away from it saying it needs to be replaced; tech had replaced the seat cushions which did not alleviate any of the problems; tech replaced the metal frame on ONE side of the couch which did nothing for the alignment and/or comfort f the couch; techs sat on the couch and were aware that you could NOT sit up straight but you were "tilted" to the center; at least one tech was aware that when the foot rest was extended, it did NOT hold it's position, but had a 8" - 10" movement when it should have been stationary.  You can see in the photos that the seats do NOT line up from side t side across the sitting area; you can see from the photos that the backs are NOT in alignment when viewed from the front; when you look at the photos taken from the side, you can see that the back of the couch is NOT in alignment.  

  What is wrong with you people?  We either received a used or floor model couch OR, this is just inherently a piece of junk.  How hard can it be for you to write it off in the name of customer service?  The money we spent on this (as a retired couple) is more important to us than it would be to Morris as just another sale.  If I had the ways & means, I'd put this couch right in front of your doors and have a "sit in" with a sign letting every prospective customer entering your store can expect ZERO customer service in the event of having problems with your products!  SAW did make this, MORRIS didn't make this, BUT.....  Morris should stand up for the customer to the manufacturer who DID make this!
  
  Sincerely,
  
  ***** ****

  

  Business response

  09/14/2024

  Morris Home Furniture has reviewed the customer’s account and leadership in customer care has reached out to this customer directly to assist. 

  Customer response

  09/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:  We bought a NEW couch - not a "repaired" couch.  This couch has NOT been right since we bought it.  We tried contacting the salesman initially but the didn't return our calls. Then we went to the store w/ pictures on our phone but he said he'd give the information to management.  We waited & waited but never heard anything then we went back to the store & talked with the original salesman & manager.  They said their repair company SAW, would contact us.  So we had an ongoing thing happening with SAW and several of the techs.  We even had 3 different techs that said they would put it in their reports that this couch wasn't fixable & should be replaced.  So, who is lying????  Did 3 different techs lie to us or is SAW lying to the BBB?  I vote for the 2nd scenario.  We had the cushions replaced, and the frame was replaced on ONE side......  this did NOT work.  You can't sit up straight; you lean to the center; cushions don't align; the back is not aligned; the foot rest does not hold an upright position & has about 6-8" of movement.   WHY would you only replace the frame on ONE side of the couch when the entire couch is screwed up & has been from day one!  I think Morris sent us a crappy used couch to begin with and now they are "offering" to take this away for repair?  That's laughable.  We didn't buy a used car & I can't be without a couch for however long they would take for it to be repaired and returned.  I REJECT THIS OFFIER - and I WANT MY MONEY BACK or I WANT A NEW COUCH.  If the BBB can't make Morris & SAW see how this is wrong, then I will contact a lawyer.
  
  
  ***** ****

  

  Business response

  10/12/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have attempted to contact this customer via phone  and email  to provide a resolution.

  Customer response

  10/21/2024

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

  An offer was made to take our couch out of our home & have it repaired at a warehouse somewhere for an unknown amount of time.  We CANNOT accept this because we have NOTHING else to sit on and at our ages, we are NOT going to sit on the floor for some unknown amount of time.  We want a REFUND or a NEW COUCH.  Why would we buy a NEW couch only to have it repeatedly been inspected by at least 4 different techs from SAW?  There have been 3 techs who said they would put in their reports that this was UN-REPAIRABLE. and needed to be replaced.  This is NOT me saying it.....  this was from several different SAW TECHS who were at our house many times over the past year.  The auto industry has a LEMON LAW but the furniture company needs one too.  At least when dealing with Morris & SAW there should be SOME consumer protection!

  Yes, this is BEYOND RIDICULOUS.  I've provided pictures of the couch NOT lining up from side to side or from front to back.  Plus, when you sit on it.....  the cushions have you leaning towards the middle.  This couch is a piece of TRASH & has caused nothing except back pain for us.  Dealing with Morris & SAW is a totally different pain in a lower & rear facing extremity.

  I'M SO TIRED OF THIS!
  
  ***** ****

  

  Business response

  11/02/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have reached out to this customer to offer either an exchange or a reselection, and the customer states that she would reach back out to us to advise which option she'll like to move forward with. 

  Customer response

  11/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  There really is NOT a specific resolution described in this latest communication.  I talked with a lady named NEEK on Friday who told me Morris will REPLACE my sofa with another of the exact same type/design.  I wasn't sure if my husband wanted to replace it with the same style or try to find something else or if he wanted to have a refund.  I asked NEEK to send an email to me so that I would have the offer in writing and she said she would.  I told her I'd talk it over with my husband over the weekend & she said SHE would call me Monday.  As of 10AM Monday morning, I have NOT received an email from NEEK, nor has there been contact from her via phone.

  As you can see, they have failed to do what they said they would do which was to put the offer in an email to me so I'd have a record of it.  If we had received the email that NEEK said she would send on Friday, I could possibly have a different response to this message.....  but, I do not.
  
  Not so sincerely,
  
  ***** ****

  

  Business response

  11/21/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We've spoken with our customer as of today 11/21/2024 and sent an email with the options available.

  Customer response

  11/22/2024

  NEEK has given us 2 options to correct this issue.  I am waiting for her (via e-mail) to clarify the offer.  I've asked a couple of questions about the offer & when I hear back from her, we will make our decision to either accept or reject the offer.  Was told we could select a new couch; pay any difference if there is any; and pay to have it delivered.  OR.....  we can get the exact same couch delivered.  I want to be certain that whichever offer we take, there will be a couch delivered to us & the current couch with all the problems will be removed at the same time.  I do NOT feel we should be charged a delivery fee since we already paid for a defective couch to be delivered & if it's going to be removed, then the truck will be here to begin with & there shouldn't be a delivery fee.  ALSO, what happens if we can't find a suitable replacement at the same price?  When we bought ours, it was supposedly on sale.....  will be getting the comparable sale price on a replacement?  When we hear back from NEEK, we will make a decision at that time.

  Customer response

  12/05/2024

  THIS HAS NOT BEEN RESOLVED.....  see below!

   

  ******. Customer service manager @ Morris
  
  As you know, we were at the Florence store on Friday; made a new selection; got your approval sent to the store.  In the meantime I got a request to update from Better Business Bureau but I held off thinking I'd finalize that after the new couch was delivered....  just to make sure we are happy in the "3 day" happy time frame.  
  Well, after you  gave the OK to the store, our sales rep ***** ******, called ME to ask when I wanted the new couch delivered.  He gave me the choice of  Tues the 3rd to Sat the 6th.  I said "Let's get it over with & do it on Tuesday the 3rd.  He said he would call or email (or someone would) on Monday& that the delivery people would set up a "window" with me on Tuesday.  
  I re-arranged my schedule and ALSO my furniture to make room for an easy delivery.  No calls on Monday; No emails on Monday.  I called *****' cell phone from his business card & he did not answer.  But it said he was off on Mondays & Tuesdays.  (When I spoke to him this morning around 11AM, he said he was made to work on Monday but was not in the store today.  If he was working, why did he NOT answer his phone??). So I called the store & spoke to Emily who looked up my sales order.  She told me I was on a "Sunday Hold" and that our couch was NOT in stock and it could be early January before it arrives!   YES....  I was super angry & apparently ***** ****** lied to me about the delivery option & my choice of the 3rd for delivery!
  Emily said she would send an email to John the store manager since he was not at the store & would be elsewhere for a couple of days.  She was so sweet & I told her I didn't want to kill the messenger, but I was EXTREMELY angry for the deceit shown by *****.  She offered to have the head sales person talk with me, but since that was the original salesman we had (Lew Thorpe) I declined since he was ALSO not to be trusted.
  So this morning I called ***** on his cell phone thinking he'd be at the store but he was off yesterday& today cause he was made to work on Monday.  (Hence my question above as to WHY he did not answer his phone on Monday if he was working.). He tried to say Emily was new & didn't know exactly how things were done for my order.  He said he would NOT have tried to set up a delivery with me if there was ZERO STOCK on hand.  He was very flippant & rude and kept interrupting me.  He hung up as I was still trying to speak to him.
  I called the store but no one answered the phone using menu option #2.  I called back using option #1 and spoke to Roger.  I gave him ALL the information & he saw some of the notes.  I asked if you were in the office and asked if I could speak to you.  He said he'd send you a message to call me cause he didn't know if you were in the building or if you were even working.  He mentioned the "bronze delivery" & I said that was the first I heard of it......  this is a mechanical couch w/ a motor & electric involved and we are NOT going to set it up ourselves.  It needs to be set up for us & he said I'd have to talk to ***** because that's how he wrote up the order.  I asked if the store manager John was involved & he said he didn't know.
  It boils down to this - If this continues, I won't have a couch for Christmas and who knows when it might or might not arrive in early January?  I told Roger that I've lost any faith or trust in ***** ****** & that he is a LIAR and I don't want him involved in this going forward.  I suggested that I should cancel this & start over w/ Emily who was much more helpful & believable than *****.  Actually, I'd mush prefer to have the CASH in hand and said GOODBYE TO THIS FIASCO AND TO MORRIS.
  Now, I'll give you some time to respond.  

  AS OF 12:30 ON DECEMBER 4, 2024 THERE HAS BEEN NO RESPONSE FROM ******, ***** ****** (the salesman), JOHN (the current store manager) OR ANYONE FROM MORRIS.

  

  Business response

  12/14/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. A reselection was offered, and the customers new product was delivered as of 12/13/2024. Regarding the interactions at the store location we have sent over a copy of the information provided by the customer directly to the store managers.

  Customer response

  01/25/2025

  This was resolved ONLY thanks to the customer service supervisor who worked with me at the tail end of this problem.  As it turned out.....  Morris had the WRONG sofa listed as my purchase which would not have been delivered until sometime AFTER JAN 11TH.  Thanks to my husband for finding the error after looking at their web site and for me going to the store to verify there were two DIFFERENT couches, we were able to get the CORRECT couch delivered a few days before Christmas.  I don't remember the supervisor's name (it's in the record) but SHE was the one who made this right for us!  

  Thanks for mediating the problem.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 dressers and 2 mirrors on 7/8/24. Upon d livery one of the dressers was completely destroyed with the tracks of drawers just laying inside the dresser. Half of it was completely destroyed. The mirror had a giant crack down the back. I couldn’t believe they delivered this. I went to the store and called corporate. They picked it up on 7/20/24. I have emailed 15 times, numerous phone calls trying to get my money back. They said I would be refunded and I never have. Supposedly, accounting has no phone number and they released my refund on 7/26/24 and 3-7 business days to show up back to original payment. 9 days later and still nothing. Terrible company!

  

  Business response

  08/29/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We can confirm that a refund in the amount of $576.64 has been refunded back to our customers Synchrony account as of 7/24/2024. Per policy all refunds must be refunded back to the original form of payment method, and will be posted within 2-3 billing cycles. 
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to resolve however I've been pushed from chat to email to stores to silence. Issues started with a previous order where the salesperson did a hard sell on insurance-but when I went to use it, All of the reasons I HAD to get it were denied. Waste of money. I gave 1 more chance and used the credit. I ordered a Sofa on 5/24. The salesperson convinced me to change fabric since the couch was delayed. I paid in full minus insurance credit. They said they would credit in the morning. 7/2 I received a call stating I owed $399.99. I explained the credit to customer service. She said she would call stores to correct. I heard nothing more. 7/10 I called the store. The associate insisted I had to pay. I received the response" What do you want me to do about it"? She sent me to customer care who told me they couldn't help on chat & email. I finally reached a store manager who explained the invoices from that entire month were not correct. He fixed/scheduled delivery. I received incorrect loveseat - I ordered a 3-cushion sofa. Customer care wouldnt help. Store manager confirmed manufacturing error and initiated return. Days later he scheduled pick up. I was clear that with pets, kids and a broken leg I cannot move the couch or keep it perfect. It was scheduled at the time I said it couldnt be. After exchange with delivery chat, pick up was cancelled. I spoke with the manager and told him that I was going to be out of state and needed it out of my home. I advised to cancel the replacement and refund. He told me he'd reply in 24 hours. Never heard back. I've left messages with no return. I finally was able to schedule pickup via chat. Until then, my living room is unusable. I haven't been credited the original purchase. The customer service has been abhorrent. Excuses ranged from new associates, associates no longer there, technology and manufacturing issues. No accountability. No sofa and owed $1577.02. This needs resolved.

  

  Business response

  08/29/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We can confirm that a credit in the amount of  $1395.35 has been refunded back to the original form of payment as of 8/29/2024.
  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I went to purchase furniture we wanted to pay cash for the furniture. They went ahead and ran it through a finance company against our wishes. Then when they finally ran it to the finance company, they charge us well over $1000 more than what we have documented on the price of the furniture we contacted both parties and both parties are not willing to budge bend or fix this issue. We’ve got nothing but nasty responses from More from their store managers

  

  Business response

  08/15/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that the customer was charged $5,819.00 for these items but a credit was entered 5/29/2024 in the amount of $1,206.53 due to an error while entering the sale. This credit amount takes a full 2-3 billing cycles to be refunded back to the original form of payment method. The customer would need to reach out to Synchrony Financing directly regarding the status of this credit amount. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a sofa and protection plan from Morris in 2023. In LESS than 1 year, the sofa stopped working (recliner). Protectall (plan) could not repair the sofa. I gave them over 7 attempts and they continue to say "it will be fixed this time", wasting my time. They have: 1. not shipped parts 2. shipped wrong parts 3. misdiagnosed 4. not shown up for scheduled appointments (twice) 5. and after hours and months of my complaining, speaking with supervisors and emailing, they refuse my request to return the merchandise for a refund...without cause. This dispute began in March 2024, within 1 year of purchase. The sofa will not recline without power.

  

  Business response

  08/15/2024

  Morris Home Furniture has reviewed the customer’s account and have verified that GBS has attempted multiple times to visit this customers home to install the customers power cord. This has now been closed out due to rescheduled or missed appointments. 

  Customer response

  08/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: Morris' made multiple promises to come and repair the sofa since the claim was made in February (?).  Each time they were to repair it, they either sent an incomplete part to me, sent the wrong part, didn't show up, and multiple other failures.  I always made schedule accommodations for them to come and repair the sofa. 

  The repair person visited my home at least three times and was unable to repair the sofa. Then after multiple failures and hours on the phone with supervisor after supervisor, I told them they had one more chance to do the repair.  They failed to show up.  I argued that I was fed up again, emailed the company and allowed them yet another chance. They assigned a new repair person.  He didn't show up. I had to text him to remind him that he had an appointment.  He texted me after the fact with his reason for not showing,,,he was too far away, at another appointment, to make it on time. He failed to show up after I'd waited for him for 2 hours. 

  I then contacted the BBB.  I was instructed that I did not have to communicate with them any more. They continued to call but I was beyond fed up with their multiple failures over the past year to repair this sofa so I didn't waste time answering their harassing phone calls any more. 

  I want a full refund for the reclining sofa.  I do not want this sofa or the relationship with Morris for two reasons.  At this point, if they could repair the sofa and it breaks down again, I would have to repeat this nightmare again.  Additionally, the sofa broke down less that one year after I purchased it. It is stuck in reclining position in my event space and has been for over six months now. They reneged on their one year warranty, they reneged on their protection plan and they reneged on their scheduled appointments.  At this point the only thing that they can do for me is give me a refund and set me free.
  
  Sincerely,
  
  ******* ******

  

  Business response

  08/30/2024

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

  Customer response

  08/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: Morris is being VAGUE in saying that they "verified that GBS has attempted multiple times to visit this customers home to install the customers power cord".  The fact is that I made MULTIPLE PROVISIONS for them to enter the property, from taking off work to having my daughter-in-law wait for them.  I even forfeited my plans one evening, waited for two hours. I then had to contact the "NEW AND BETTER FURNITURE REPAIRMAN" after he failed to tell me why he was not there and had not contacted me.  He THEN began to tell me that he WAS TOO FAR AWAY AND TIED UP. 

  ***Morris/GBS is not admitting that the multiple "attempts" were FAILS on their part.******Inability to fulfill appointments means inability to repair furniture. 

  After they got the letter from BBB they started harassing  me with more phone calls.  At that point, they had ALREADY PROVEN that their 5 year warranty and costly protection plan was an empty promise.  
  
  Sincerely,
  
  ******* ******

  

  Business response

  09/14/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. There isn't any more assistance we can offer here with Morris, any concerns would need to be addressed with Protect All. 

  Customer response

  09/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: When I purchased the recliner, an automatic one year of (manufacturer) protection came with the purchase.  I also purchased extended coverage through Protect All. 

  When I made the initial call to Protect All to have the recliner repaired, My recliner was still within the 1 (one) year of purchase, which according to Protect All representative, would have made Morris responsible for the repair. However, Protect All took my complaint and sent the first technician. 

  After failed attempts at repair, I called Morris customer service,  I was still within the one year of purchase. 

  Both Morris and Protect All were then working together to get the parts and technician to my home for repair. With both of them working together, three layers of supervisors, multiple calls and failed appointments, they did not get my recliner repaired.  For this reason I am filing this complaint for return of recliner and credit to my account.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased furniture from the Morris furniture in Florence, Ky The receipt I have says purchased 4-18-24 My furniture was defective, Morris sent out inspector/repair people from their company the furniture was deemed not repairable I was told by customer care from Morris to go in and pick out furniture or they would reorder the same to replace. I could not find anything else i liked so I asked for replacement I went to the and Manager Jonathan Gardner told me he ordered new furniture which was to arrive “early to mid June” I had not heard from the company so I called got the GM Lori who took my info and was to have Jonathan call me back. He never called . I called the store 4 times last week leaving my name and phone number no one called back. On Sunday July 28 I went to the store a manager Amira said she would look into this and call me back she did on Monday July 29th and said Customer Care canceled my order the day after Jonathan placed it. I did not know this till Amra 7-29-24 No one from the company attempted to contact me in almost 3 months. Amra said customer care would call me today, Customer Care did attempt to call me yesterday while I was on the phone with Amra, you cannot call them back. Customer Care was to call 7-30-24 in the morning they have not. I called the store spoke to an associate Sebastian and asked him to contact customer care to call me. I am more than frustrated with the lack of manager care and concern, customer care did No follow up, why would they cancel a customers order and not call with an explanation why, after they told me to go to the store and pick out new furniture or they would reorder the original purchase I told Amra at this point I would like the furniture picked up and a complete refund Arma did say customer care now wants to attempt to fix, after they deemed Not Repairable . I would have gladly had them do that in the beginning, I have sat on broken furniture for months Thank you so much for your assistance

  

  Business response

  08/29/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that we are actively working with our vendor specialist for a possible vendor credit to replace these items for our customer. Once we have a response from the vendor we will notify our customer with an update. 

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