ComplaintsforMorris Furniture Co., Inc.

• 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,
  
  ***** ******

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have purchased 3 lounges from Morris. The first 2 were cheaper couches and both broke in the same place. We called for service and never got a call back from anyone. We purchased a 3rd couch which was $3,000 +. With in 1 week they had to replace the core of one of the seats. We have called to get the couch repaired again, the service company came out and lied to Morris about what they did. We then email the service manager with out displeasure. 3 months later and still no contact from Morris so we are very disappointed with their service/warranty. All I can say is buyer beware "The furniture is Low Quality Junk". You definitely lost a customer here after 3 failures of your non existent customer service after the purchase is made. UPDATE Received a response to this review saying how disappointed they were etc. Requested I contacted them. I contacted them a week ago from my email address. I have not heard anything from them. That just reinforces my point. Their customer service after a purchase is non existent. Conclusión, 3 couches purchased, 3 couches failed and repairs completed ZERO. This also shows the customer service they have after purchase. BUYER BEWARE.

  

  Business response

  09/28/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that both technicians that visited this customers home to inspect the Sofa has deemed this up to standards both times. We have contacted our customer as of today 9/28/2024 to determine if an additional service is needed. 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear Sir/Madam, I am writing to express my disappointment regarding the recent delivery service provided by your company. As per the scheduled delivery, I was supposed to receive a nightstand and dining table on last Saturday between 11 a.m. and 2:30 p.m. However, the delivery time was changed to 2:30 p.m. to 6 p.m., and subsequently to 6 p.m. to 9 p.m., and unfortunately, nobody showed up within the revised time frame. This experience has been extremely dissatisfying as not only did it inconvenienced me, but I also had to take a day off from work to receive the delivery. As a valued customer, I believe that this level of service is unacceptable and does not reflect well on the reputation of your company. I trust that you will take the necessary steps to investigate this matter and ensure that such issues do not reoccur in the future. I earnestly request that you look into this matter at your earliest convenience and provide me with a suitable resolutio

  

  Business response

  09/28/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that all of the items have been delivered. We have contacted our customer as of today 9/28/2024 to offer a $200 promotional gift card due to the inconveniences. 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a living room set which consisted of a couch, love seat and a recliner. We picked it up from the warehouse in Fairborn. When we got it home and opened the box to assemble it there was damage to the couch. The chair and love seat were rapped in plastic and there was damage to the back of the recliner. I called morris immediately and was told I had to contact customer care. I am now 3 months into trying to contact them. I sent them pictures of the damage. I also sent them pictures of the couch that 2 months into having it looks like it is 20 yrs old. The color has come off and the leather is not holding up to daily sitting. I was finally told today they can not do anything for us. That there is hair on them in the pictures and there is pet damage. My pet is not allowed on my furniture and there is no pet damage any where. This is a bs response and the are refusing to do anything to help with this issue.

  

  Business response

  09/14/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that we are not able to locate an account with the information provided. Is there an order number that the customer can provide?

  Customer response

  09/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: my order number was ***********. The name on it is ***** ******
  
  Sincerely,
  
  ***** ******

  

  Business response

  09/28/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that these items were purchased off of the floor. Clearance, Clearance Outlet merchandise and floor sample items are sold at reduced prices and may include scratches, damages and other imperfections. There are no refunds, exchanges, re-selections or service provided on as-is, close out, floor model, final sale, and clearance merchandise.

  Customer response

  09/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: only the bed and moveable frame were sold as is. My furniture was brand new and did not come off the floor.. We bought it brand new from the Memorial Day sale on the show room floor. Not from the back room returned items. If this is how you do business then it’s no wonder there are so many complaints. I have bought furniture from this store for years and have never had issues until I bought a brand new set. This set looks like it is 20 yrs old and it is only 4 months old. I have never done business with a company that will not warranty brand new furniture. We were told the new stuff was warranted and the bed and frame were not. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  10/12/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that we've entered a return for a reselection on items for the same value or more as of today 10/12/2024. We will reach out to our customer to notify of the terms and policy regarding a reselection. 

• 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

  08/08/2024

  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. 
  
  

*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. ↩