Complaints

This profile includes complaints for Morris Furniture Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Morris Furniture Co., Inc.

  2377 Commerce Center Blvd. Fairborn, OH 45324

  
• 

  Morris Furniture Co., Inc.

  2850-E Centre Drive Fairborn, OH 45324

  
• 

  Morris Furniture Co., Inc.

  2700 Miamisburg Centerville Rd., Ste. 534A Dayton, OH 45459

  
• 

  Morris Furniture Co., Inc

  1280 Gemini Place Columbus, OH 43240

• 

  Morris Furniture Co., Inc.

  5695 Wilmington Pk. Centerville, OH 45459

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a furniture set from Morris Furniture that included a warranty, which was a key factor in my decision to buy from them. One of the pieces in the set has since broken, and I submitted a claim under the warranty.
  
  Morris Furniture informed me that the broken piece is no longer manufactured. Instead of replacing the full set or honoring the full value of my purchase, they are only offering to refund a third of what I paid for the entire set. This is unacceptable. I bought a full matching set with the understanding that it was covered under warranty—now, due to no fault of my own, I’m left with an incomplete and unusable set.
  
  Offering only a partial refund is not a fair or reasonable resolution. The value of the set is compromised without the missing piece, and the warranty should account for that.

  

  Business Response

  Date: 07/02/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. This customer purchased the item three years ago on 07/23/2022. It came with a 1-year manufacturer’s warranty, which expired on 07/27/2023. Additionally, the customer purchased a 5-year extended warranty through a third-party provider, My ProtectAll. As this coverage is managed solely by that company, we do not have control over their policies or decisions regarding refunds. The customer will need to escalate their concerns directly with My ProtectAll.

  Customer Answer

  Date: 07/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i purchased the extended warranty from is morris furniture not a 3rd party. They mislead me into believing my couch would last 5 years. They've been out to fix my couch twice and said they can't fix it so I would expect for my money back or a new couch.
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 07/08/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. At this time, we are unable to offer an exchange or refund. The customer will need to escalate the matter through their 5-year extended warranty provider for further assistance, as we are unable to offer any additional solutions.

   

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I purchased a $5,000 living room set. My couch broke and they came to fix it and said they couldn't so I asked them to replace it and they offered me the money for just the couch but they didn't carry it anymore so I'm asking them to replace my whole living room set so I don't have 2 different couches 
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 07/09/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. At this time, we are unable to offer an exchange or refund. As the item was purchased three years ago, it is no longer covered under the manufacturer’s one-year warranty, which applies only to manufacturing defects. For further assistance, the customer will need to escalate the matter through their 5-year extended warranty provider, Protect All. Please note that Protect All is a third-party company, and we do not have any authority over their policies or decisions. Regrettably, we are unable to offer any additional solutions at this time.
  

• Initial Complaint

  Date:06/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is prohibited by the Ohio Consumer Sales Practices Act (Ohio Revised Code § 1345.02 and § 1345.03) from misrepresenting consumer transactions or making warranty performance dependent on hidden terms or extra purchases. I am a disabled veteran. My fiancé recently suffered a catastrophic injury that has left him unable to move or assist with furniture, leaving me without means of physical support. Meaning that Morris Home Furniture and GBS Enterprise is in violation of the Americans with Disabilities Act (ADA), Title III.
  An offer to move my own furniture is unreasonable, and  failure to repair, replace, or refund violates warranty and likely constitutes a breach under Ohio Revised Code § 1345.02 and § 1345.03, regarding deceptive and unfair consumer practices. I have copies of emails sent.
  I have tried to correspond and reason with this company multiple times. 
  I have requested that GBS Enterprise or Morris Home Furniture send me (in check form) back the money of which I spent for the chair including the warranty Totaling to the amount of $1,364.25 they keep refusing and shifting blame onto each other.

  

  Business Response

  Date: 06/24/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. We do not issue checks for items that have been in the home for an extended period. According to GBS policy, their resolution is to either repair or replace the item—they do not issue checks as part of their coverage. In cases where an item cannot be repaired or replaced in-home, a store credit is issued instead. This credit amount is determined and provided to us by GBS—we do not control the amount or issue checks. Once received, we notify the customer of the credit available to be used toward a replacement in our store.

  Customer Answer

  Date: 06/25/2025

  I have tried to communicate with GBS Enterprise/ Morris Home Furniture over email stating that per the ADA requirements it is ethically unacceptable to communicate over the phone. However, this company chooses to be in non- compliance with federal law and attempt to avoid accountability obligated warranty and services. They have also failed to honor the warranty associated with my purchase and have denied services that were contractually promised. Also Full explanation of purpose of the Co. resent calls.   Sent June 19th & 23rd 2025 

  

  Business Response

  Date: 06/26/2025

  Morris Home Furniture has thoroughly reviewed the customer’s account and addressed the concerns outlined in the complaint. The customer was issued a full refund for the chair, and no additional refunds will be processed. The delivery was completed in December 2024, and as such, delivery fees are non-refundable. Additionally, the customer will need to contact GBS directly for any further concerns, as they are a third-party company and we do not have control over their policies.

  Customer Answer

  Date: 06/26/2025

  
  
  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

  Date:06/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a custom modular set of furniture consisting of five pieces in February/March 2025 for nearly $7,000. It was delivered in early May 2025. Shortly after receiving it, we issued a complaint regarding a flaw with how the furniture was held together and the connectors, which did not secure the furniture properly. The grooves in which the connectors should fit in the couch are not even deep enough to receive the connectors. I visited the store to verify the connector mechanism and found that the store model fit together securely, unlike my set. I approached the desk to issue a complaint and was given the email address for customer service.
  I contacted customer service via email, and they responded by sending a furniture repair technician. The technician assessed the furniture and noted that it was poorly made and questioned the connectors provided. He could not resolve the issue and left. After his visit, a customer care associate contacted me, assuring that the issue would be resolved. On 6/9/25, I received a voicemail stating that the correct manufacturer's parts were provided and offering a contact number for further questions (************). However, the phone number only led to automated instructions with no option to speak with a live agent.
  After multiple attempts to reach someone by phone, I sent an email on 6/12/25. As of 6/12/25, I have not been able to contact anyone. I received a call from the number ************ on 6/12/25, but it disconnected as soon as I answered. I am seeking a full refund and for the furniture to be picked up. I did not get the functionality I was promised, and this has been a nightmare to deal with, having no access to customer service, with the exception of being at their mercy whenever they want to reach out. I made this big-ticket purchase under the false advertisement that I was getting great quality and structurally sound furniture.

  

  Business Response

  Date: 06/12/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. At this time, we can only offer service, as this item is a special order and the terms were agreed upon at the time of purchase when the customer signed the order agreement. According to the technician who visited the customer’s home, the piece meets our quality standards; the concern appears to be based on personal preference regarding the design. As per our policy, we will only proceed with service if the customer disputes the technician’s assessment. 

  "Custom Special-Order merchandise is not eligible for return for any reason. It is important that you carefully measure your space before placing your order. If your merchandise does not fit in your room (down the hallway, up the stairs, through entrances, etc.) it cannot be returned. If on occasion, a piece arrives damaged, our trained, master craftsmen will restore the piece(s) to its original condition. Our buyers audit all special-order sales agreements for pricing accuracy and completeness. If adjustments are needed, you will be contacted for approval before your order is placed with the manufacturer." 

  Customer Answer

  Date: 06/12/2025

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

  It is a wildly inaccurate statement to say my concern is based on “personal preference.” It has nothing to do with “personal  preference,” as I made the purchase based on the store model. I preferred to receive what I was purchasing. Had that been the case, then I would have no complaints. It is an outright lie to say that the technician stated the pieces meet the quality standards. He took pictures and submitted them to Morris Home. I confirmed this bc when I was contacted by customer service, she told me and she described the issue also, as it was apparent in the photos. The technician laughed and asked what I was handing him, when I gave him the connectors for the couches. He said he couldn’t believe that’s what they gave me. He pulled up the couch cushions tried to insert the connectors, but they did not fit. He said there wasn’t anything that could be done, with the exception of “alligator clips.” He showed me what they were on Amazon and said that if he had some at his shop, he could swing by and install them for me. All he asked was word of mouth marketing and a good online review. I have a recording of the tail end of that conversation. 
  Because the technician stated there wasn’t anything he could do, and he literally did nothing but criticize the flaws and leave, which did nothing to correct the issue, I am requesting a refund. I understand a no return policy for buyer’s remorse or failing to ensure the furniture fit in your home, but is is completely inappropriate in this situation bc I very clearly did not get what I was purchasing based on the store model. At that point, it is out of my control and completely the fault of the manufacturer and seller. That was the only reference I had to make the decision. It was misleading and for an entity to not want to correct the issue is appalling. If the furniture cannot be fixed to function as the store model does, using the same mechanism that attracted me to it, then I deserve to be refunded. I have paid entirely too much money to have gotten something that does not function as promised. Please reference pics. I don’t want to play this game. I did not get what I was promised as far as how the furniture functions because of a flaw in the furniture, not a flaw with my expectations.  My expectations were simple. I expected to get what I saw in the store. I was very happy to pay for what I was shown and what was demonstrated-and excited to receive it. If you cannot fix it, refund it & please pick it up.

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

  

  Business Response

  Date: 06/13/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. At this time, we can only offer service for the item. If the customer is willing, we can bring the piece into our workshop to make the necessary adjustments to meet their expectations. As outlined in our policy, we are unable to offer a refund for this product. Since it is a special order, any concerns or issues will be addressed through service.

  Customer Answer

  Date: 06/13/2025

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

  Not necessarily rejecting… I have questions and a potential caveat. I would be happy to have my furniture be functional as promised per the model. I bought it to enjoy. I was told nothing could be done. If that is not the case and repairs can be made, I would be agreeable to having it serviced, however as a family with elderly members, we cannot be without any seating. If the business makes the fixes off-site at a facility, is there any way to have temporary furniture until ours can be returned or because it is modular, can it be taken a couple of pieces at at time, so we have at least some seating?

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

  

  Business Response

  Date: 06/17/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. We will be willing to pick up the pieces in 2 separate deliveries. Please contact us at morrisathome.com via chat to get this entered so that we can get this resolved. 

  Customer Answer

  Date: 06/19/2025

  
  
  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

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our dates are December 21 2024 January 11th 2025 January 22 2025 January 25th 2025. We spent roughly $10,000 with this company Furnishing a new home that we bought. We spent $4,700 on a custom furniture set that are in the pictures below. We received the order April the 11th and I noticed the issues with it immediately. It had snags in some of the padding or filler material from the inside was coming out of the seams. It also looks like someone punched the bottom of it, and the last two pieces will not connect. I called my salesman and they passed me through to customer service the day it was delivered and the lady insured me that someone would contact us to fix the product because it was special order and we had some extra things they could do because we spent so much money on it. We waited a couple of days and then decided to email them we have the pictures the email chain started April 14th. The lady gave us two options $175 store credit or someone to come out and fix the issues. We chose for someone to come out and fix the issues but we never heard from anyone. So again called the customer service line May the 30th and the lady insured us that someone would be out to fix the issue within 48 hours and now today is June the 5th and we have still yet to hear from anyone. So I think it's more than fair for them to give us at least 20% off the furniture in store credit and have someone fix our furniture that we have been so patiently waiting for someone to fix and spend so much money on. Also every time we called they had problems finding us I would give them the order number and our names which are ****** and ******* ******

  

  Business Response

  Date: 06/09/2025

  Morris Home Furniture has reviewed the customer’s complaint, and we are unable to view their account due to missing information. Please provide order number so that we can better assist you. 

  Customer Answer

  Date: 06/09/2025

  Order # ***********. So I feel like now that the complaint was filed they finally wanna do what they should have in the first place. At this point I feel like if they value our business or future business they will do more than just come and fix the items that were paid for months ago. Thanks ****** ****** 

  

  Business Response

  Date: 06/10/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. A service has already been entered for this customer, and we will continue with service as per our policy for special order items. 

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over $5,500 for a sofa, loveseat and recliner in Florence KY. They were the Atlas style of the HomeStretch brand. I had the pieces delivered 4/11/25. I reached out 5 or so weeks later because the couches are so uncomfortable to sit on and on the couch it makes noise and it’s completely sunken in like the frame is broken. It literally creates pain in my lower back and but after sitting on it an hour. I called initially and they sent a tech out. The tech commented that the arm was broken and should be replaced. I got a call back from Morris today that they refuse to do anything about the cushions. They said I had 3 days if I wanted to request an exchange or something like that. I was trying to give a new couch time to break in to see if it got more comfortable as it was brand new. 3 days for $5,500 furniture is absolutely absurd. The supervisor Ashley who I was transferred to had an attitude the entire time and completely didn’t care about anything. She was extremely condescending from the moment we started the call. I have never been more upset with a company, their product and customer service.

  

  Business Response

  Date: 05/30/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. As per our return and exchange policy, all items must be returned or exchanged within three days of purchase. We have entered an exchange for the customer's sofa and another service for a second opinion. 

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a couch from Morris, delivered 23 Nov 24. Couch is leather with two recliners. When delivered, we noticed the right side (when sitting) recliner was inclined to the right significantly. We gave it 4 weeks, assuming it was just the padding needing to settle in. It did not remedy on its own, and we realized the entire frame was bent (your right shoulder is >2" lower than your left when reclined. We started contacting Morris; it took quite a while since you can't call them...lots of time on chat bots, email, etc. Once they called back, they were very nice, sent a technician, and replaced a recliner mechanism. Issue was not resolved, and Morris stated the technician said it was fine. I asked them to please send them out one more time. Thankfully, they did.
  
  When the technician arrived (same guy) on 29 Mar, I asked him to sit on the couch rather than just taking pictures. He did, "Oh, Jesus, that's awful!...Now I understand what you mean...That can't be repaired...I'll make sure I state that clearly in my writeup...Morris should call you within a week..."
  
  They did not call. We've called (no answer), chatted, and emailed repeatedly. Only contact back was on 3 May stating parts are on order...which makes little sense as technician stated it was a factory defect with the frame and there was nothing he could replace to fix it. I have repeatedly called and requested contact by email. Nothing.
  
  $3400 couch; salesman repeatedly stated it was the highest quality furniture they carried and one of the nicest couches available. 1/3 of it hurts to sit in. We understand production errors happen, and we just want Morris to make it right. Replace or refund...up to them.
  
  Thank you,
  ****

  

  Business Response

  Date: 05/27/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. Per the technician’s report, this item can be repaired in-home. In accordance with our warranty policy, we only explore alternative options if an item is deemed non-repairable—which, in this case, it has not been. You’re welcome to review the full warranty policy on our website for more details.

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: ********
  
  
  While Morris’ statement that the couch is repairable is opposite of what the technician told us, we would gladly accept a satisfactory repair. 
  

  No one from Morris has called to explain how they have decided to handle the issue, what will be repaired, or when. Lack of contact since the March technician visit is why we lodged a complaint.  Request real communication, not just a statement that it can be repaired in the home.  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 05/30/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. Parts have been ordered for this customer as per the technician's request. Once the parts arrive, we will schedule a technician to complete the repair.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased 2 recliner chairs, milo rocker #451545099 for 750.00 each & was sold a 5 year protection plan for 229.00. total spend =1,846.76
  i was very reluctant to purchase due to the fact i have young children & pets and needed something very durable. I was helped by the sales manager, Kiveu Godwin, who listened to my concerns & told me he had the perfect chairs with very strong fabric. around 3/28/2025 i sat on the chair & caused a hole in the fabric & submitted a claim, claim #1212184. ive submitted all photos ask for along with address & phone numbers. ProtectAll support team says they are trying to secure parts to repair my chair, and when i email they for updates i get a response back, we apologize for the delay and have escalated the matter to ensure a timely resolution! its been almost 2 months & im no longer able to use the chair at all because ive had to put it up because my 15 month old daughter sees the hole & wants to pick at it. i was sold on the warranty, that if they were"nt able to repair the chair, Morris would replace the chair/s.

  

  Business Response

  Date: 05/20/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. I have reviewed the account, and we have no parts order from protect all. If they are unable to complete the repair the third-party company will submit a claim through to replace the chairs not Morris. This issue will need to be escalated through the third-party company GBS: ProtectAll. 

  Customer Answer

  Date: 05/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was sold these warranty by Godwin Kiveu to protect my purchase & was assured they stood behind the warranty. I’ve been unable to use my chair for 2 months & everytime I reach out to the warranty/claim company I’m told they’ve escalated the matter to someone. No one seems to know anything, yet I was sold a product that I’m being denied access to

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

  

  Business Response

  Date: 05/21/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint.After reviewing the issue, we’ve determined that the damages appear to have occurred in the home and are not related to a manufacturer’s defect.
  Please note that Morris covers manufacturing defects within the first year of ownership. Since this situation falls outside of that scope, we recommend contacting the third-party company directly for further assistance

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a couch and chair from Morris Homes and it was delivered on April 8th, 2025. The chair was fine, but the couch had 20-25 stains. The stains were a combination of water and oil spots. The couch also has 11 problems with loose stitching, and damaged fabric from poor packaging. The delivery company took pictures to send off to Morris homes agreeing that the couch was damaged. We contacted Morris homes and their solution was to send out Stanley Steamer to clean the couch. Stanley came out and cleaned the couch on April 28th. The employee for Stanley steamer claimed that the stains are permanent. My wife has made multiple attempts to resolve this matter with Morris Homes since April 28. The response has been (pass the buck), we need to get managers involved, we need to get corporate involved. After Morris Homes ignoring my wife for over a week, I went to the store on May 5th. ***** and **** said they would get right on this problem and have an answer by 8:00pm that night. At 8:00 pm on May 5th I received a text from **** saying that he had not heard back from the corporate team and would respond tomorrow. Today is May 14th and I still do not have a response. My wife has continued communicating with ******* ******. Sending pictures and emails. ******* wanted Stanley Steamer to come back out to re-clean the couch. That happened today (May 14th). The Stanley employees cleaned the coach with no results. They said the same thing. These are permanent and there is nothing we can do out the 11 stitching problems. We spent $3,400 for a custom couch. We have now had the coach in our home for over a month with no resolution. We asked Morris Homes to simply take the couch back and return our money. The chair is fine and we told them we would keep it. They said since it was a custom order, they could not take it back. I find it hard to believe that Morris can make a defective couch and hide behind the fact it’s special ordered. We now want the chair gone too.

  

  Business Response

  Date: 05/20/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. We have issued a return for this customer, and they will receive a full refund once the items are picked up from the home. 

• Initial Complaint

  Date:05/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our sectional has broken mechanisms which have still not been corrected. Wrong part was sent twice. This is almost approaching a year without resolution and 5 months with no updates or responses to our emails

  

  Business Response

  Date: 05/12/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. We have reached out to this customer and offered to pick up the item and bring the item into our shop for repair, and we have yet to get a response from the customer. 

  Customer Answer

  Date: 05/12/2025

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

  We have zero record of anyone reaching out to us about this. I can show email and call logs. I have emailed for follow up at least five times with no response. 

  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 05/13/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. We have reached out to this customer and offered to pick up the item and bring the item into our shop for repair. Once we get the okay from the customer, we will get the item scheduled for pick-up. 

  Customer Answer

  Date: 05/15/2025

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

  this has not been resolved. Magically after filing a complaint through BBB, someone did in fact reach out to me. They asked me to send a picture of the exact piece of the sectional. They sent me their email and I replied immediately. I have not heard anything back since. I will not accept closure of this issue until fully resolved. 
  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 05/20/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. One of our agents has attempted to contact you again regarding your item, but we have not yet received a response. In order to proceed with the repair, we will need to bring the item into our shop and get a time scheduled. At your earliest convenience, please let us know a suitable time to contact you so we can move forward with resolving the issue.

  Customer Answer

  Date: 05/20/2025

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

  The day I was contacted, agent gave me an email address to sent picture with defective piece circled and I provided this within 15 minutes  your agent is a liar  i have even sent a screenshot with the original date highlighted to the same email address that reached out to me  you called today while I was in a child’s school event and I could not answer, so please loose the attitude, because your oversight days ago on my email reply is the issue here

  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 05/20/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. We have not yet received a response confirming whether the customer would like to proceed with bringing the items to our shop for repair.
  Please let us know a convenient time to reach you, or feel free to reply directly to the email provided with your decision regarding the repair.

  Customer Answer

  Date: 05/28/2025

  This has not been resolved. I have responded each time. They started communicating again with us after we filed this, but have lost communication again. 

  

  Business Response

  Date: 05/29/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. This customer is requesting an exchange; however, per our policy, we must first exhaust all repair options before considering alternative solutions.
  The item will need to be brought into our shop for evaluation and repair. If it is determined that the item cannot be repaired, we will then explore other options. At this time, we have not scheduled a pickup, as the customer has not yet provided consent for us to retrieve the item. Once we receive confirmation, we will proceed with scheduling the pickup and initiating the repair process.

  Customer Answer

  Date: 05/29/2025

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

  this is the first time i am hearing this information  It appears you put on a good show for BBB but dont follow through with relaying information to us  the piece could be picked up, but we request you to sign something stating how long the piece will be out of our homes and terms if the piece isnt returned to us and you stop communicating yet again

  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 06/03/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. We have reached out to this customer and provided the available dates to get this picked up and brought to our shop for repair. We did not get an answer, so we have left a voicemail with the information. 

  Customer Answer

  Date: 06/04/2025

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

  i was in a work meeting and could not immediately answer. I called back today and the appointment for pick up has been scheduled for this Saturday. This case won’t be considered resolved in my mind until the furniture makes it back into our home, repaired, in a timely manner. I believe our reasons for concern of lack of communication and follow through from Morris demonstrate why we are concerned that closing the case prior to full resolution will negate all the progress made thus far
  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 06/12/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. This piece has been brought into our warehouse and has been fixed.

  

  Business Response

  Date: 06/13/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. This piece has been brought into our warehouse and has been fixed.

  Customer Answer

  Date: 06/13/2025

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

  I last asked for documentation to prove the piece was actually replaced due to conflicting stories on repair of piece. Have not received documentation. 
  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 06/16/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. An exchange was not offered for this piece. We offered to repair the item to meet quality standards, and that service has been completed as agreed.

  Customer Answer

  Date: 06/16/2025

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

  I received a call this weekend from yet another associate saying we needed to schedule a date for furniture pickup for repair. I told her that it has been picked up and returned and she said there are NO notes on the account for any of this. I asked her if she could see anything about the part being ordered that was allegedly replaced and she said no. I have asked a few times now to see a document that shows this was actually replaced because I believe the tag in the mechanism says 2021, which doesnt make me believe this was replaced. 

  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 06/17/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. This piece has been repaired and working up to standards. If there are still issues with your piece, please verify the issue and please include photos.

  Customer Answer

  Date: 06/17/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. You still have not provided documentation of the part ordered and replaced. Why not?
  
  
  
  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a couch in October of 2023. In Jan of 2024 one of the recliners stopped working. I contacted Morris they sent a technician out to make a repair. Part was ordered with a delivery date of 6 months later. A repair was attempted in August of 2024. The wrong part was ordered a new part was supposed to be ordered again with a 6 months delivery date. It was not until Feb of 2025 did I find out that it was not actual ordered. I contacted them again for repair the part was ordered and a 3rd attempt at the repair was made. It was again the wrong part and an additional part would needed to be ordered. Throughout this process Morris has been very difficult to deal with and not wanting to help me dix this issue. Through the process I have been told that they should have never attempted the repair. They suggest that because it was a floor model it did not have a manufacture warranty. I specifically asked if there would be any problems with it being a floor model. I was told that it was just like any other new item. It was being sold because that particular model of the couch was being discontinued. I also purchased an extended warranty. I have contact them about this repair. They stated that they would not make the repair since it should be covered under manufacture warranty and because Morris already tried to make the repair multiple times. The extended warranty company also told me that per their agreement with Morris they were not allowed to sell me an extended warranty on an item with no manufacture warranty. I am not even sure if they will honor the extended warranty because of this. I just want mu couch repaired or my money back so that I can purchase a couch that is not broken

  

  Business Response

  Date: 04/23/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. We have informed this customer any repairs or parts will be at cost to the customer. This is a floor model, and we only offered the customer a one-time courtesy service on 01/16/2024. At this time, we are unable to service this piece unless the customer pays for the service and parts.

  Customer Answer

  Date: 04/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  the sales man told me that I would not lose any warranties with purchasing a floor model. This should have been fixed a long time ago but for terrible trouble shooting by your repair team. How can you offer to help me fix it and now that we know how to fix it you tell me I have to pay. I also purchased a extended warrenty which I can't use to fix this because you started fixing it. They informed me that as the initator of the repair its your repair to make now. Any reasonable person would look at this and understand that you started fixing it and you should be a reputable company and follow through with the repairs until the problem is resolved
  
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 04/23/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. Any repairs or parts will be at cost to the customer due to purchasing floor model. You may review our policy online at morrisathome.com. We have also enclosed the portion of our policy regarding as-is floor model pieces. 

  Customer Answer

  Date: 04/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this was not explained to me if fact the opposite was what I was told. If that's the policy then why send out a repair man 3 times to fix the couch. Clearly not everyone knows this policy and explains that to customers. Also the extended warrenty company told me that Morris is not allowed to sell extended warranties on merchandise that has no manufacture warranty. Clearly your people don't know the policy or follow them. So not only was I lied to about the merchandise I purchased apparently you sold me a faulty warrenty that I am not sure they will honor. A reputable company would not do business like this and not stand behind their products or possibly defraud a customer by selling them a warrenty against their own policy. 
  
  
  
  Sincerely,
  
  
  
  *** *****