Complaints

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a living room outfit consisting of sofa, loveseat, recliner, coffee table, 2 end tables at Morris Furniture Centerville, OH on Aug 26, 2022. At that time the salesperson offered me an insurance policy that covered the furniture for 5 years, and he said that if anything happened to it it was covered and would either be repaired or replaced. On May 6, 2024 one of the arms of the loveseat developed a deep divot, more than just normal wear, when I called Morris I was directed to Protectall, where I was told that it did not cover manufacturer defects and that manufacturer warranty expired after 1 year. I called Morris back on May 9, 2024 requesting a cancellation on remainder of my insurance, I spoke with manager ***** *., he said that he submitted it and to give it 2 to 3 weeks and the amt would be taken off of my total financed amount. Nothing happened , called ***** again, he said that he re-submitted it and that the problem was an error on my email address. Called 5 or 6 times over the next month trying to get this done. Finally on July 13 I was told I had to cancel with Protectall (GBS) myself - at this time over 2 months had passed. I called them and cancelled and they gave me a claim number telling me to contact Morris in 3 to 5 days to finish the cancellation. I call back and I'm transfered to Antonio at Protectall who tells me they will only refund back to July 13, the date that they show that I wanted the cancellation. I feel like I have been scammed, Morris had to know how to cancel the insurance and I feel like I was jerked around for 2 months (losing 2 months of proration on the insurance). Now I'.m being told that Protectall is waitiing on an invoice from Morris so they can tell them how much to prorate the refund for. I'm still waiting on the refund

  

  Business response

  08/15/2024

  Morris Home Furniture has reviewed the customer’s account and verified that a refund in the amount 790.88 was refunded as of 7/30/2024. This amount will be refunded back to the original form of payment method within 2-3 billing cycles. 

  Customer response

  08/15/2024

  
  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

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against Morris Furniture regarding a significant issue I have encountered with a furniture return. On June 24, 2024, I purchased furniture from Morris Furniture totaling $6900 After realizing that two queen bed sets would not fit in our space, I initiated a return process with my salesperson, ******, who involved the General Manager, *****. ***** informed me that she had been calling and leaving messages for me, but I have not received any such communication. I am willing to provide my phone call log to confirm this. Despite ***** telling me that the return was approved and we were waiting for customer service to schedule a pick-up date, I have been waiting for a week with no updates. Upon contacting customer service, I was informed that the return was not approved (proof attached). This situation has caused considerable inconvenience, and I am not making any progress in resolving it. I seek the BBB's assistance in mediating this issue to ensure that the return is processed promptly and appropriately. Thank you for your attention to this matter. Best regards, *****

  

  Business response

  07/18/2024

  Morris Home Furniture has reviewed the customer’s complaint and can confirm that this customer is scheduled for pick up for tomorrow 7/19/2024.

  Customer response

  08/15/2024

  Good afternoon, 

  Yes, they came to pick up but not at the date they mentioned in their response back. They were late I think 5 days after the date they stated in their response. Thank you for your help. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered a couch and matching chair in August of 2023 with delivery promised by the end of September. It wasn't delivered until the 22nd of November. The $1400 chair broken as well as a light not working on the couch. The repair person came to the house on 27 November. I heard nothing from Morris and reached out to them on 15 December. They told me that the parts were 60-90 days out. I contacted Morris again on 7 March 2024 after hearing nothing from them. I was told in chat that the parts were an additional 80-190 days out. I requested a customer service number and spoke to '*****.' He told me that he parts weren't even ordered until Dec 13 2023. This is 16 days after the repairman came to our house. I again contacted Morris on 8 July 2024, 8 months since the couch and chair were delivered. I was told that they haven't heard back from the manufacturer yet on the status of the repair. We still have an unusable chair and a reading light on the couch that isn't working. We are making payments on items we can't use and cannot get in touch with anyone helpful at Morris.

  

  Business response

  07/24/2024

  Morris Home Furniture has reviewed the customer’s complaint, we can confirm that parts have been on order since 12/13/2023. We have sent an additional follow up with the manufacturer regarding the eta of this part. Once we receive this here in our warehouse we will notify our customer to have this part delivered. 

  Customer response

  07/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: It has been nearly 9 months since the chair was delivered and we cannot use the chair!  We are paying for a chair we cannot use.  I am your customer, I'm not a customer of the manufacturer directly.  You need to make this right with me.
  
  Sincerely,
  
  ***** **********

  

  Business response

  08/15/2024

  Morris Home Furniture has reviewed the customer’s response. A response regarding an eta has been been provided to the customer as of 7/27/2024. Regarding delays we have contacted out customer as of today to provide a discount code in the amount of $200.

  Customer response

  08/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Today they offered us a $250 voucher towards new merchandise from their store.  Why would I continue to give this company my business?  Also, we don't need any additional furniture.  We ordered an $1,879 chair a year ago, on August 27, 2023, paying $1,412 for it on sale.  We have an unusable chair and they want to offer us a "gift card" of $250??  We would like at least a $700 dollar credit to our credit card account.
  
  Sincerely,
  
  ***** **********

  

  Business response

  08/30/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have refunded back $709.50 as of 8/15/2024 back to the original form of payment method. This credit will reflect back within 2-3 billing cycles. 

  Customer response

  09/03/2024

  
  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 as long as we actually see the credit on our account over the next couple of billing cycles.  
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order way back in February or beginning in March. They stated I had to wait on one piece they didn't have for the sectional I purchased and it wouldn't be in until the middle of May so I waited. I also had pick out a coffee table to match it. The middle of May came it still was not in so I waited the beginning of June still wasn't in they stated it may be in the warehouse. Now the middle of June they stated still at the warehouse and was going to check and call still no call a few days after that when I had to go into the store and find out what is going on they stated it was in and scheduled delivery. Delivery came brought in all the pieces and stated they sent the wrong piece I had been waiting all these months on . They sent two left facing and not the right facing, so they left the piece and stated they have to exchange for the right piece it was in the warehouse! They scheduled delivery once again and brought out another left facing again not the right one so the driver took the other wrong piece never brought in the other wrong piece and just left without warning! I call a manager and stated they need to come get everything and give me my money back this was ridiculous! The warehouse nor delivery people check the merchandise before they leave to insure they have correct pieces?? They promised a discount never got it then stated they will come pick up all the merchandise per manager Grant and refund my money. They scheduled delivery to pick up the merchandise but customer service Asia stated it was just for the sectional and not the table and if I wanted to return the table I had to pay a 25% restocking fee! This was absurd! I had to pay them for all their mistakes! I ask to speak to her supervisor and she stated she was the highest person there and refused to give me her boss name and stated nobody else can do anything! so I went into the store and spike to Dayon and told him this. They only took sectional and I still don't have my money!!

  

  Business response

  07/18/2024

  Morris Home Furniture has reviewed the customer’s complaint. We can confirm that a refund for the sectional was refunded back 6/26/2024 to the original form of payment method in the amount of $3,658.31. Although the table was purchased at the same time of the sectional, it is an entire separate product. Due to our return policy If you wish to return your furniture for preference reasons within 3 days, the original delivery fee will not be refunded and a 15% restocking fee will be charged. Due to the inconvenience with the sectional an offer was made to our customer to honor a return 14 days after delivery which included this %15 restocking fee, the customer declined.  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My husband and I purchased a sectional beginning of May. We were told it’s estimated delivery date would be no later than June 2. It is now June 22 and we have received no update no call back and have called and even went into the store. We keep getting told someone will call us back and no one does. We paid for this couch in full up front and management has no sense of urgency and terrible customer service. Going on 3 months and nothing!

  

  Business response

  07/10/2024

  Morris Home Furniture has reviewed the customer’s complaint, and can confirm that the customer is scheduled for delivery of these items for 7/13/2024.

  Customer response

  07/15/2024

  
  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

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased furniture on 05/24/2024, I advised the sales person I’d rather wait until both my living and dining room were both available because if one became unavailable I’d pick something or somewhere else. The sales person assured the items were available as they were both best sellers and would ship them for one delivery charge. I was charged two! The next week I received my living room with the dining room to be delivered in three weeks. Three weeks no contact so I contact them via chat to learn it’s on back order until end of July or early August. I go back to the Polaris location where the manager ***** states they actually have the items and will deliver to me 6/22/24. Today is 6/21/24 and guess what no contact so I called and they forgot and now ***** has been unavailable all day. Now they will deliver again 6/25/24. I asked for them to just pick up the living room because I think I’m getting floor model items and they refused. Now I’ve paid for items at full price that clearly I’ll never receive and when you call they give you yet another excuse. Save your time, mental health and money shop somewhere else

  Customer response

  06/25/2024

  You can cancel it’s resolved 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 30, we purchased four (4) pieces of furniture - 2 chairs, 1 loveseat & 1 table. The 2 chairs were fulfilled the next week. The loveseat would not fit appropriately and I called the next week to cancel it and it replace it with another chair. I then went into the store to confirm the order change and added an ottoman to our order. We received the third chair a week after we modified our order. What remained outstanding was the table and ottoman. I was given assurances that we would receive our entire order by the end of May. Come June 1, we had not heard anything from Morris. I called customer service & learned that the order details were not accurate. It was notated that we had received & returned the ottoman and that we were only waiting for the table. I asked if the table was available for pickup and was told not at that time. I was then told that a person from the store would contact me to ensure the order was correct. We did not get a call. I went into the store and spoke with a manager. I discovered that our ottoman was on the showroom floor and marked as sold. I also learned that the table was available for pickup, however, I had never received any notice of that. I took the table that day, but rejected the ottoman because it was partially damaged no longer in new condition. I rejected a 10% discount offer. We then received our bill, which I noticed was high. We learned that we were billed for the ottoman even though we did not ever take possession of it. Again, we were told that we would receive a phone call to resolve it, we didn't. A third trip to the store had to be made to today. There management tried to convince us that ottoman wasn't damaged. It clearly was. After all of this, it was finally removed from the bill. An inaccurate order, which prompted an inaccurate bill and countless calls with no return call. Multiple visits to the store where we had to argue to find a solution. A truly bad experience.

  

  Business response

  07/10/2024

  Morris Home Furniture has reviewed the customer’s complaint, and can confirm that the ottoman was not picked up and a refund in the amount of $421.88 was processed back to the original form of payment method. 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible and unacceptable customer service support. I had purchased 2 desks on 3/24/2024. Was told they had arrived at the store for pick up. When I came to pick it up, only one was there. Okay, not the end of the world really. Was told the second would arrive in a week. Over 3 weeks went by and never received a call about it. By then had made my decision to cancel the 2nd desk. Called them and received confirmation they would refund me in 5-7 days. A couples of weeks went by and nothing. I called yet again to get and update to only be informed there was something pending with their accounting department and that they would email them. No follow up to me yet again. Called again and was told I could not return it anymore. Escalated to ***** the manager and was told it would be resolved. The manager called back and said someone would follow up with me about the resolution. They didn't. I literally had to physically go to the store to inquire about an update and they had none but would call me later. They did call, and confirmed the last approval was completed, it had been sitting on someone's desk for approval until I escalated. It's now mid-June and I still have not received my refund. At this point, I am passed with Morris Furniture and I'm now demanding a full refund for both desks, and they can come pick it up from house, the house we kept if they want it. Will never give them my business and ever recommend this store to anyone. Beyond dissatisfied.

  

  Business response

  06/26/2024

  Morris Home Furniture has reviewed the customer’s complaint, and can confirm that a refund in the amount of $300.99 was refunded back to the original form of payment method as of 6/24/2024. Regarding returning the table that was picked up Clearance, Clearance Outlet merchandise and floor sample items are not eligible for returns, exchanges, re-selections or service provided on as-is, close out, floor model, final sale, and clearance merchandise.
  
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** ***** , Made purchase of 2 lift chairs and a purple brand mattress in Oct 2023. My husband has a brain tumor and was in rehab expected to get out in a few days. I purchased all of these items to to accomodate him with his handicap. My salesman verbally led me to believe that the delivery drivers would take away my old bed and love seat, and set up new bed. This did not happen. He did give me paperwork with several places I could donate to, but that was never discussed. I was left to try to figure out how to get rid of the original items to receive the new ones. The drivers finally agreed to take the old mattress, and set up the new chairs. I now had a love seat, mechanical bed frame to get rid of and to reschedule delivery of the new bed. I had to hire and pay a handyman company to take my bed platform to my garage and haul away my love seat. This was an extra exspence I was not planning on. My husband got out of rehab in the later part of Nov and began using his lift chair. In Feb he was in the chair eating breakfast. We heard a loud metal breaking sound and the chair stopped working. I switched the chairs around and he began using the second chair. We both got ill for a total of about 4 weeks and I neglected to call about the chair breaking. Then in April, the same thing happened with the 2nd lift chair. I wrnt to Morris and reported this. They had me call customer service. It took me3-4 calls before I got a return call. Days passed before I could get a repair scheduled. I atayed home waiting all day, and was stood up by the repair person. Again it took me multiple calls before I was able to reschedule. This time a guy came. He was very nice, analyzed the issue and he put in the order for the parts, told me I would get a call in 3-5 days to schedule actual repairs. On the 10th day, I called only to find that Morris had not oredered the pats until the day before. they told me it was to be 3-6 mos before the parts came in. I need these chairs immediately

  

  Business response

  06/12/2024

  Morris Home Furniture has reviewed the customer’s complaint. We can confirm that our 3rd party repair company, USQ visited our customers home 5/16/2024 and provided us with a parts recommendation. As of 5/23/2024 parts are on order, with a projected ETA of 90-120 business days. Once these parts arrive to our warehouse, we will reach out to our customer to have parts delivered and installed.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Delivery team thrown a packing material inappropriately to the unauthorized bin outside of the delivery location. As a result $50 penalty charged. Brought this matter to customer care and they were asking to provide a footage/video of this activity occurrence. Their unpacking activity did not record. After assembling the furniture they left the place and thrown material to the bin. That photo was taken and provided as a proof to the customer care. They refuse to compensate the penalty. We have paid the $300 for full service and top of that pay $50 for the delivery team violation. Morris has failed to provide a full service successfully and lost the customer trust. Order delivery detail as follows: order ********** at 801 POLARIS PKWY, APT 154, COLUMBUS, OH, 43240 has been scheduled for 05/22/2024 between 01:30 PM and 04:30 PM. The delivery team will contact you prior to arriving. If this date or time window does not work for you, please reply to this message so that we can assist you with rescheduling a new delivery date. Text STOP to end texts. Powered

  

  Business response

  06/26/2024

  Morris Home Furniture has reviewed the customer’s complaint, we can confirm that we've spoken with our customer as of 6/26/24 and refunded  back a partial delivery in the amount $213.92 for this inconvenience.

  Customer response

  06/27/2024

  
  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,
  
  **** *****

*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. ↩