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.

  5695 Wilmington Pk. Centerville, OH 45459

  
• 

  Ashley Furniture

  4530 Eastgate Blvd # 432 Cincinnati, OH 45245

  
• 

  Morris Furniture Co., Inc.

  2850-E Centre Drive Fairborn, OH 45324

  
• 

  Morris Furniture Co., Inc.

  2700 Miamisburg Centerville Rd., Ste. 534A Dayton, 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:10/04/2022

  Type:Service or Repair 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.

  We purchased a special order five piece couch (~$6000) set from the Morris Home Furniture and Mattress located at 1280 Gemini Pl, Columbus, OH in February of 2021. Due to COVID delays, the furniture was not delivered until February of 2022. Upon delivery the crew cut the back of the corner piece (Corner Cuddler) of the couch with a box cutter. The ottoman was delivered with a hole in the lid fabric. The armless centerpiece and the chase lounge had broken feet. The two seat couch had a rip in the arm pocket. We contacted Morris customer service to begin the repair process. Morris notified us that since the couch was a custom order item, we had to allow them to repair the item and would not replace the damaged pieces. Morris uses a third party repair company (SAW) to complete their in home repairs. The third party repair person came to the house to assess the damage and repairs necessary. They completed their report and let us know that Morris would set up a claim number to begin the process. From this point we had issues with the communication chain between SAW and Morris customer care (who authorizes the repair work) including lost photos, partial damage descriptions, and missing materials needed to complete the repair work. This process has taken over eight months and required approximately six visits from SAW, incorrect materials being ordered, and we have reached out to the store manager (Tim, Columbus store manager) to help reconcile the damages. Tim has also mentioned compensating us for the issues once all of the work has been completed (phone call in July 2022).
  To this date, the repairs have not been completed due to the substandard communication, workmanship, and customer care on behalf of Morris and their subcontractor (SAW). On Sep. 9th 2022 the customer care representative (David) offered to have the remaining furniture picked up for repair at the Morris facility. We responded on Sep. 22nd with dates for pick-up and have yet to hear back. Thank you.

  

  Business Response

  Date: 10/13/2022

  Morris Home Furnishings
  has reviewed the customer’s response. The customer initially received delivery
  of their custom ordered sectional on 2/15/2022. On this same day, the customer
  contacted Morris Home Furnishings regarding loose stitching on all six pieces
  of the sectional and a 6+inch slash on the side of one of the pieces. Morris
  created a Work Order for a technician to inspect and/or repair these items on
  2/15/2022. On 2/24/2022, a third-party technician company, SAW Enterprises
  arrived at the customer's home for their inspection/repair. The technician
  report stated that upholstery needed to be ordered for 2 pieces; the Ottoman
  and the RAF Cuddler. On 3/3/2022, the customer advised that a leg was cracked
  on the Armless Loveseat. On 3/23/2022, SAW Enterprises arrived at the customer’s
  home to inspect the cracked leg. The technician report stated that the repair was
  refused. The parts ordered for the Ottoman and RAF Cuddler were received by
  Morris Home Furnishings from the manufacturer on 3/29/2022. On this same day, Morris
  mailed the parts to the customer's home. The customer received the parts on
  3/31/2022 and the Ottoman upholstery was the incorrect color sent by the
  manufacturer. Morris and the customer had a conversation about the cracked legs
  and the customer was willing to accept the repair. Morris ordered the new legs
  on the Armless Loveseat and LAF Chaise and attempted to reorder the parts that
  arrived incorrectly on 3/31/2022. The manufacturer asked on 4/19/2022 for
  pictures of the incorrect upholstery that was sent, and Morris requested
  pictures from the customer on 4/21/2022. Morris received the pictures on
  4/23/2022 and the parts were reordered. On 4/29/2022, SAW Enterprises went to
  the home to install the parts that did arrive correctly to the Cuddler, Armless
  Loveseat, and legs on the LAF Chaise. The technician requested to order
  upholstery for the Ottoman (which was on order since 4/23/2022), Shallow Depth
  Loveseat, and LAF Chaise. All new parts arrived by the manufacturer on
  5/31/2022. Morris delivered the parts to the customer's home on 6/3/2022. On 7/20/2022,
  SAW Enterprises arrived and installed all parts but needed additional time to
  install the last part to the LAF Chaise. On 9/7/2022, SAW Enterprises completed
  the installation and repairs of all parts. On 9/8/2022, the customer reached
  out explaining their dissatisfaction with the repair. On 9/9/2022, Morris
  offered to bring the item in for an in-shop repair. On 10/3/2022, a Better
  Business Bureau complaint was filed due to no response from Morris. Morris
  reached out to provide dates for pickup for the in-shop repair of the LAF
  Chaise, Ottoman, and Shallow Depth Loveseat. Morris and the customer agreed on
  an in-shop repair that was reviewed by Morris’ in-house technician beforehand
  to ensure the repair can be completed in-house without any further steps. The
  repair typically has a seven-day turnaround, which the customer is aware of. A
  pickup of the items is scheduled for 10/19/2022. Once the repair is completed to
  the customer’s satisfaction, Morris and the customer have agreed to placing a
  refund amount of $1,073.53 plus tax on the customer’s account that will be refunded
  onto the original form of payment for the entire purchase. 

  Customer Answer

  Date: 10/17/2022

  
  
  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:10/03/2022

  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.

  9/24/2022 spent 11,942.00$,530.00 for white glove delivery. Also bought 5 year warranty on all$:800.00. All furniture that was delivered was either damaged or missing a piece. Power cord missing on power recliner,missing a chair on dining set,chip on leg of dining table,chip on bookcase,dent on top of dresser,wrong hardware to attach mirror,bed frame scratches all around it. Went up to morris when opened that same morning got a manager Andrew Smith showed him all pictures of damage he calls tammy from the warehouse in fairborn and says she will be in touch with me today did not hear from her till the next afternoon and says will send out someone to see if it’s fixable it would take 72 hours for someone to call me to set up an appointment to come out to put band aids on my new furniture. Still waiting on mattress and box spring that also was postponed for a separate delivery. Not one apology from anyone for this situation which I call a catastrophe not an offer of credit or refund of delivery charge but expect me to let them put band aid’s on my new furniture then I should a reduced price on my furniture and a full refund of delivery chage what they call a white glove delivery. Customer service following this delivery is unacceptable. I will never do business with them ever again. Order #*********** for the amount I spent this should have been handled better

  

  Business Response

  Date: 10/08/2022

  Morris Furniture Co. has reviewed the customer's response. We have contacted the customer and confirmed that are pulling the hardware to attach her mirror to her dresser and delivering out her missing dining chair. We have entered a return per the customer's request for the bed and once picked up we will process a refund for the bed. We are working to schedule the mirror service, the delivery of the dining chair, and the pick up of the bed as quickly as possible. We have also confirmed that the customer would like to cancel the mattress and adjustable base order since the mattress was not delivered as originally promised. We have refunded the delivery charge and the refund amount is $662.12. We have attached copies of the credit and return to the complaint. 

  Customer Answer

  Date: 10/14/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Morris Furniture did reach out to me and said they would credit me for the mattress,bed frame,and head board and fix whatever damage was done and refund the delivery charge this this was a week ago nothing has been done no email return not answering there phone I should at least have gotten back the mattress money and delivery charge I get nothing
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 10/21/2022

  Morris Furniture Co. has reviewed the customer's response. We have contacted the customer and confirmed that she received her refund for the cancelled mattress order and a portion of her delivery charge. We processed the remaining delivery charge amount on 10/20/2022 and confirmed this with the customer, We are delivering her missing chair on 10/21/2022 and we have a service entered to repair her wood bed frame, dresser, table, and curio. We have this service scheduled for November 1st and have requested an earlier appointment if available from our service partners. 

  Customer Answer

  Date: 10/24/2022

  
  
  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:09/22/2022

  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.

  ORDER #***********
  Date of Purchase: 08/09/2022
  
  Long story short. We order a headboard and bed frame from Morris. Took 3 weeks to arrive, but fair enough supply chains, I get it. So delivery guys show up and saw that part of the bed pieces are broken and they can't assemble it. They say that they can leave two of the boxes containing the order, and bring back a fixed piece. They called their dispatch and scheduled another delivery for the following week. Fast forward a week, new delivery people, that can't speak English show up. "Oh there are more broken pieces in the boxes that already arrived." "Not our problem call the store to reschedule."
  
  I call "the store" get a robo message to go to Morris' website to chat with customer service, but there is no link to any chat at all. I call the Sales department of the store because there is no extension or voicemail for Customer Service. Someone in sales picks up, of course, and I tell them the story. "Oh ****** handles that and he is only in on Thursday and Saturday." "So there is only one person in customer service that can help?" "Yes, that is correct". Seems a bit of a coincidence that their only delivery dates are when their ONLY customer service representative is off on the ONLY two days they deliver.
  
  What is amazing is that the product is of such low quality that it would be destroyed in transit. This was a BED RAIL mind you, and it was just disintegrated in the box. Does Morris have any quality control at all?
  
  I'm demanding a refund for the headboard/bedframe. This is unbelievable low quality from top to bottom. One of the worst customer services I have experienced, because it is non-existent.

  

  Business Response

  Date: 09/26/2022

  Morris Furniture Co. has reviewed the customer's response. We reached out to the customer on 09/22/22 and confirmed that a return has been entered for the pieces in the home and all pieces are sect for refund. We have reached out to the store to process the refund for the head board as this piece was never delivered and the remaining items are set for pick up on October 13th. The remaining refund balance will be refunded at that time. The total refund is $1859.73. 

  Customer Answer

  Date: 09/27/2022

  
  
  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, but this matter should not be considered closed until I have received the refund in full. A promise of a refund is not a refund. This matter should remain open until the date in Oct that the company says will be the pick up date for the damaged items. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/22/2022

  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.

  We visited Morris Furniture at the Dayton Mall and purchased in stock furniture (sofa and loveseat) over Labor Day weekend and paid in full on our credit card. Delivery was scheduled for September 8th. On 9/8 the delivery truck showed up with the loveseat only, and no explanation as to why there was not a sofa too. After many phone calls (from us to them) we were first told the sofa was "mistagged" and then ultimately we were told that it was damaged and no longer available until April 2023! We have been trying to get a refund on our sofa since that very day, and still have not received it. We are currently scheduled to have them pick up the loveseat before they will process the refund for it. Matt (sales manager?) said he was processing our refund on the 10th of September and we would see it in a few business days. After not receiving it the entire next week, we visited the store on Sunday, September 18th and specifically worked with *****, who said we would have the refund by Wednesday September 21st. It is now Thursday and there is no refund! We have tried calling the store yesterday and today and can only assume they are avoiding our calls using caller ID because we know the store is open and no one will answer. We want our refund immediately and can only hope that once they pick up the loveseat that we will not have to go through this process all over again to obtain that refund as well.

  

  Business Response

  Date: 09/26/2022

  Morris Furniture Co. has reviewed the customer's response. We have confirmed that the refund was processed on 09/23/2022 for a total of $1236.25 to the Visa card and the pick up of the loveseat is scheduled for 09/27/2022. The refund will be processed once the pick up is complete. 

  Customer Answer

  Date: 10/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Loveseat was picked up on September 27th. It's now October 1st and I still do not have my refund.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 10/08/2022

  Morris Furniture Co. has reviewed the customer's response. We have confirmed that the refund was processed on 10-1-2022 and typically reflects in 3-5 business days. 

  Customer Answer

  Date: 10/10/2022

  
  
  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:09/20/2022

  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.

  I purchased a bed and couch from the company, and it was delivered on 9/7/2022. During the delivery, a vase was broken due to carelessness, my door frame was damaged when one of the movers walked away and left the other holding the mattress. A curtain was pulled down and paint was torn off the door. This was not due to furniture being too large only due to one mover leaving the other. Furniture was not "placed" during the so-called delivery. Neither mover asked me where the furniture should have been placed. The two individuals argued with each other the entire time making me incredibly uncomfortable in my own home. I contacted the store where I purchased the furniture and am still waiting for a return call from them. I contacted the email provided for customer service and it took 5 days for a response. The response was a request for pictures and some online articles about taking care of furniture or their process. Those pictures were sent the same day as request and now another 9 days later I have not gotten any information and not a single human has contacted me. I have followed up 3 times to that email. There is no phone number to contact, the email service is not responding and still I get to fix what they damaged. They failed to provide the contracted service, they damaged my home and no one from this business has the courtesy to even make contact to actually investigate. However, they have successfully gotten the charge on the credit card with expectations for me to start payments. This feels abusive and predatory and I am hoping that by contacting the BBB I might be able to have someone from this company actually pay attention to the damage done. Order 0902244ZL19. Finally, I did not ever accept delivery and was not given an opportunity to check the furniture. I walked into the other room and the delivery persons left without a word. They knew the damage they did and snuck out. Terrible experience, terrible customer service from Morris

  

  Business Response

  Date: 09/26/2022

  Morris Furniture Co. has reviewed the customer's response. We have reached out to the customer and confirmed that we are entering a credit for the delivery charge and refunding a total of $267.68 to the customer's financed account. This may take up to two billing cycles to post. 

  Customer Answer

  Date: 09/26/2022

  
  
  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:09/20/2022

  Type:Delivery 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.

  Local showroom in columbus promised to deliver and assemble new bedroom set. it has been 2 months since purchase. To date, two deliveries have occurred successfully in an incremental manner. 3rd and final delivery for bed frame and assembly was scheduled for today 2022-sep-20 TUE. This mutually scheduled delivery date/time has elapsed, and now the business is sending me texts to reschedule it. I have called at least 6 phone numbers advertised buy the business, and NONE HAVE A **** PERSON TO EXPLAIN OR RESCHEDULE.
  
  I WANT MY MONEY RETURNED. NO customer service. I now must drive to the store to speak with an actual person.

  

  Business Response

  Date: 09/26/2022

  Morris Furniture Co. has reviewed the customer's response. We talked with the customer on 09/20/2022 and updated the account. We have reached out the customer using the email address provided and confirmed that the bed delivery was not completed as scheduled and that the customer was missing hardware to attach their mirror to the dresser. We have ordered the hardware needed and verified that it has shipped from the manufacturer to the customer on 09/21/22. We have also confirmed that the bed can be rescheduled for delivery for October 4th, 2022 or after and that we would be able to complete the assembly of the mirror to the dresser on that same day. We have also entered a refund of $213.92 for the missed and incomplete deliveries. 

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair 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 bought a brand new couch in Oct. 2021. The couch is a reclining couch and it wasn’t working properly. I contacted Morris and the finally sent someone out to look at it in Dec. The repairman said it needed a new mechanism. I reached out to Morris to find out when it would be repaired I was told it would be three to four weeks. I tried various ways to contact them to find out the status of the repair. When they do answer I keep getting told the part is on back order. It will be almost a year, and nothing has been done to repair a brand new couch. I was told they could possibly order a replacement, but again I keep getting put off. I would like to have the couch replaced.

  

  Business Response

  Date: 09/26/2022

  Morris Furniture Co. has reviewed the customer's response. We have reached out to the customer at the email provided on the complaint and have verified that the part ordered is still on back order. We have offered the customer a one time reselection to other pieces as this collection is no longer available to order. This reselection is pending as we have requested photos of the sofa and loveseat to verify the overall condition of the pieces. 

  Customer Answer

  Date: 09/26/2022

  
  
  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:09/13/2022

  Type:Delivery 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 large amount of furniture in Jan 2022 and have yet to receive it all. We were told 3-4 months at the time of purchase. It is now September 2022.
  
  Additionally, my son's bed was delivered but they didn't have the hardware to put it together, so they left the bed in his room, in boxes, taking up half the room... and told us they would be back out when the hardware came in. They ordered the hardware, and after a few weeks it came in and they rescheduled delivery. When they came back out, they discovered that the wrong hardware was ordered. They still needed additional hardware to put the bed together... So again I was told they would order the hardware. Its been 3 weeks. No hardware.
  
  I was also given the email address of the associate who told me they ordered the hardware, and told to contact her directly with any questions. She is not responding to that email.
  
  This company is so hard to get ahold of. They never answer the phone, all customer service is handled through chat or automated texts... and they don't answer after 6pm. Most people aren't off work and ready to deal with this until the evening. They never follow up. I always have to get ahold of them.
  
  And we are still waiting for the rest of our living room set. Do not buy. You'll regret it.

  

  Business Response

  Date: 09/26/2022

  Morris Furniture Co. has reviewed the customer's response. We have reached out to the customer at the email address provided and confirmed that an exchange has been entered for the footboard and rails including all hardware needed. We had previously ordered hardware from the manufacturer and had pulled hardware from our shop but had been advised that pieces were still missing. The pieces are not in stock for the exchange and we will reach out to the customer once they are in to schedule the delivery. We have also entered a credit for $480.37 for the delay and this will be credited to the customer's financed account. It may take up to two billing cycles to post. 

• Initial Complaint

  Date:09/12/2022

  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.

  I ordered several furniture items from Ashley/Morris Furniture. The items took several months to arrive and had to be delivered 4 and 5 times to actually complete the transaction. The issue in question is a table base that was replaced due to damage but the replacement was damaged in another place. I informed the delivery driver and he assured me they would make it right but I should sign for the received materials. At that time I spoke to someone at the delivery center and they assured me when a new base came in my damaged one would be replaced. They also cofirmed my introductory period on 0% interest would not end until my order was completely delivered. Recently, they charged me $2,000 for interest stating the intro period had ended. I emailed expressing my issue of the table base replacement still not being provided. Intially, the woman was scheduling the delivery and then a day later she says she cannot deliver a new base because it had already been replaced. However, it was replaced with another damaged base!! No customer should have to go through this. Please help me find a solution. I just want the table I paid thousands of dollars for months and months ago.

  

  Business Response

  Date: 09/17/2022

  Morris Furniture Co. has reviewed the customer's response. We have reached out to the customer at the email address provided and confirmed that a new exchange has been entered for a new base. This piece is not in stock and once in we will contact the customer to schedule the pick up of the damaged one and the delivery of the new one. We have entered a credit and refund for the delay and inconvenience and a total of $321.00 will be refunding to the financed account. We have confirmed that we are not able to make any adjustments to the interest period. This refund of $321.00 will reflect in the next one to two billing cycles. 

• Initial Complaint

  Date:09/06/2022

  Type:Delivery 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.

  Since buying from Morris there has been nothing but problem after problem. I had my first bed for over a year broken before I was finally given a reselection and the ability to go into the store and select a new bedroom. I was happy that I finally felt my issue was being taken care of. They picked up the broken bed and took it back to the warehouse. Then when it was time for me to get my new one, they tried to redeliver the one that was broken and had been returned. After dealing with that headache the new bed was delivered several days later broken as well. The delivery people left it and I chatted in to let them know that it was damaged. The girl I spoke with offered me a small credit and repair of my bed. I told her the dresser had issues as well but that was not listed to be looked at. There are scratches and I sent her photos. The other issue is the drawers sticking badly and I cannot capture that in photo. Needless to say, the repair person said my bed could not be repaired and I would hear something in about a week. I followed up and was asked questions and for more photos even though they had already been provided and the repair person had been out. I sent the requested photos, still have received no follow up. I am a single mother who spent a lot of money on making a nice home for me and my daughters, I just want what I paid for. At this point I would like a full refund or replacement. I do not want to deal with the run around that I have received as a customer from Morris any further.

  

  Business Response

  Date: 09/15/2022

  Morris Furniture Co. has reviewed the customer's response. We understand that the customer has received damaged merchandise and have offered a couple of options. We can schedule a technician to the home to complete these repairs or we can enter an exchange and replace the damaged pieces with new. We have entered a credit to the customer for $423.27 which was deducted form the total amount financed on the order.