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

  
• 

  Ashley Furniture

  520 Clock Tower Way Fort Mitchell, KY 41017

  
• 

  Morris Furniture Co., Inc

  1280 Gemini Place Columbus, OH 43240

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:09/06/2022

  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 bought a couch and 2 chairs on 3/16/2021 Morris Furniture in Florence Ky. I had to wait for delivery for 6 months because of Covid but they got it in sooner. I got delivery sometime in June 2021. I noticed the couch was sunk in so I tried to get hold of Morris but no one answered the phone. I tried for 3 months. I finally had to drive to the store which is 45 minutes away to speak to someone. There was only 1 employee in the store. He helped to get a service person to come look at my couch. That took a littler over 3 months to schedule. The service man came and looked at it. He ordered the parts. That took over 6 months for the parts to come and another month or so for the appointment for him to come out. He is supposed to come Sept 16. The parts came to my house and I looked in the box. There is foam in the box. I paid $6,000.00 for this set and they are going to put foam in it. Now my chairs are sinking in also . I spoke to Morris corporate office this morning and they will not send me out a new set of furniture. I told her the chairs were doing the same thing and she wants to charge me for the repairs because it has been over a year. This is ridculous to spend that much money and have repairs made on them so soon. I ask for a new set but because its been over a year they refuse. i cant help it that they milked all of this repair out for over a year. I think they did that on purpose and I wasnt forceful because of Covid and understood the way things were at the time.

  

  Business Response

  Date: 09/15/2022

  Morris Furniture Co. has reviewed the customer's response. We have reached out to the customer and verified that a technician is scheduled for September 16th, 2022 to install the parts that are in the home. We understand that the customer is requesting replacements for this sofa and her recliners and have also requested photos of all pieces to verify current condition of the pieces. We have advised that we will review the tech report once submitted on September 16th and will reach back out to the customer within 24 hours of that appointment and receiving the photos form the customer for next steps.

• Initial Complaint

  Date:08/31/2022

  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.

  On 5 Jul 2022, I visited Morris Furniture store (Fairfield Commons Mall, Beavercreek, Ohio) and purchased four (4) Kitchen Dining chairs. The chairs were initially delivered on 9 Jul 2022 . I immediately noticed major finish and paint flaws (defects) on each of the 4 chairs; and advised the delivery person nel of the discrepancies. The following business day (Monday, 11 Jul) I visited the furniture store, and spoke with ********* ******* (Sales Associate). I wanted a refund immediately but ********* advised they would honor the quality of their furniture and asked for a redo of the delivery. If I still had concerns, they would provide a full refund. He further requested I keep the initially delivered chairs until they could arrange to send out 4 new replacement chairs. ********* set the delivery date of the replacement chairs for 28 Jul 2022. The chairs were delivered 28 Jul and as they were brought into the house; again, I noticed that the replacement chairs were in worst condition than the initial 4 chairs. I had the delivery team return the initial and replacement chairs back to the store because both set of chairs were extremely flawed (paint and finish defects). I immediately notified the store by phone on 28 Jul, and spoke with Sales Associate (********* *******) and requested a full refund for ($ 1077.05). However, on 2 Aug, I contacted TFCU and learned, only a partial refund of $ 939.50 was provided. On 2 Aug I drove to the furniture store and spoke with the Morris Furniture store manager (*****) and explained my concern with the partial refund for extremely poor-quality furniture. The refund portion ($137.70) not returned was for delivery. Since the chairs delivered were not usable products due to Morris Furniture lack of quality control, I felt I should not pay for delivery. Especially, since Sales Associate ********* ******* advised on 11 Jul they would stand by their products. Requested $137.70 refund on 2 Aug but no credit to date..

  

  Business Response

  Date: 09/03/2022

  Morris Furniture Co. has reviewed the customer's response. We have processed the remaining refund due for $137.70. I am attaching a copy to the complaint for reference. 

• Initial Complaint

  Date:08/30/2022

  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.

  Date of transaction: 02/27/2022
  Amount paid: $4107.70
  Commitment to me: High quality furniture that I would be in-love with
  Nature of dispute: The couch that we bought is low quality. Since the purchase several of the couch cushions have sunk in/ failed. The back of the couch is very flimsy and cheap. When I lean on it I am afraid that I am going to break it. This was not the level of quality that I was told I would get. The store managers/ sales people told us that we have only 3 days after the purchase to return the product if were not happy with it when their company policy states 30 days. When I showed that to the sales person on 8/28/2022 he was shocked like he had never seen that before.
  Tried to resolve: Yes, they want to send someone out to potentially replace the couch and cushions. My feeling is that if this has failed in less than 6months then what would a new couch/ cushion be any different. I have 0 trust with this company because they lied to me initially from the point of sale. I also have been trying to contact the repair company with no success. I have been on the phone for hours with no answer.
  Account/ order/ tracking number: ***************** 
  I can not contact the customer service department directly because I can not find a number to contact them on.

  

  Business Response

  Date: 09/03/2022

  Morris Furniture Co. has reviewed the customer's response. We have verified that a service appointment was completed on September 1st and the tech stated that there are no defects with the pieces and that they are up to manufacturer standards. We understand that the customer is not happy with these pieces selected and have offered a one time reselection to something else. We would enter a return for the pieces in the home and that credit would be applied to something new. We have advised the customer that we have confirmed the condition of these pieces in the tech report photos and that provided no additional damage occurs we can pick these pieces up when the newly selected ones are delivered. 

• Initial Complaint

  Date:08/29/2022

  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.

  On Saturday August 20, 2022, I walked into the Morris Furniture Company on ***** **** ** ************* ***** the Salesperson greeted me and asked what I needed. I expressed that I needed a twin bed that I could climb into without the risk of falling. She showed me all of the twin beds available. I asked if I could sit and lay on the bed to make sure that it would be the right fit for me. She replied “yes”. The Manager was passing by and joined us at that point. She asked him a few questions about the bed and his reply was we can accommodate you with the bed of your choice, I told him I wanted the bed that I was sitting on. He said that was for store display but he could order it from the warehouse. He measured the height of the bed and assured me that he could accommodate me with the same bed. I said okay. The order was placed but they couldn’t give me firm delivery date. Finally after returning to the store about another issue, I was given the 8/28/22 as the estimated delivery. Meanwhile I made preparations to have my Queen bed removed as to make room for the delivery, it was removed on 8/26/22. The twin bed was delivered on 8/27/22. It was the wrong bed, not the one that I ordered. I cannot use the bed that was delivered because I can’t climb up onto it without the risk of falling. I distinctly explained to them why I was changing beds, I am a 70yr old senior citizen with lymphedema and I can’t climb that high. I fell out of the queen bed one too many times, which is why I was seeking a lower bed height. Now I have to wait another 3-4 days and risk falling again. I feel that this store has put my life in danger because had they gotten the order right I wouldn’t have to be going through this nightmare. They never apologized for the mistake they made nor did they offer to compensate me for the inconvenience. They do not answer their phones, every call goes to voicemail where they send you to a website that doesn’t allow for complaints!

  

  Business Response

  Date: 09/03/2022

  Morris Furniture Co. has reviewed the customer's response. We have verified that we have exchanged the original box spring delivered with a low profile box spring which adjusts the height of the bed. This exchange was completed on August 30th, 2022. 

• Initial Complaint

  Date:08/29/2022

  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.

  I spent $2528.24 on a new sectional couch and rocking chair from Ashley Furniture. This price includes tax and delivery fees. When the couch was delivered on August 20, 2022 i immediately noticed a 2 inch tear in the corner of the couch. I then immediately called the number Ashley Furniture gave me to file a claim (***********). They told me that I have to wait 30 days after delivery to file a claim. So i then called the number they said was for delivery issues (***********). I was told by a woman named ***** (*** ******* ** ***** ******) that she would send an email to the team responsible for repair and they would get back to me. That must have never happened because i never heard anything back about this. I then got an email from [email protected] with a cc of [email protected]. i replied to both of these emails stating my problem with the torn couch and asked them to come out and fix it. She then asked for pictures of the tear and i sent them 2 pictures of the tear on August 23, 2022. On August 24, 2022 I recieved an email from [email protected] at 12:34 pm that i would be getting a phone call within 48 hours from the following telephone number to schedule a repair 843-900-2373. It's now August 27, 2022 at 12:02 pm and i still have heard nothing. I sent them an email today explaining that i still have yet to recieve a call and they told me that they have tried to reach out multiple times. I replied with a picture of my call log over the last 4 days showing that they have not even tried calling me once. Im tired of wasting all my time trying to call and email them with no response. I wanted the couch just repaired in the beginning but now i want it replaced! I hope this will get the attention of someone higher up at Ashley Furniture because upper management needs to see how poor their companies customer service truely is!

  

  Business Response

  Date: 09/03/2022

  Morris Furniture Co. has reviewed the customer's response. We reached out to the customer at the email address listed on the complaint on August 27th to advise that we had a service appointment scheduled for September 21,2022. We have not received a response. We have reached out to the customer again on September 3rd, 2022 to offer a secondary option of an exchange for a new piece. We have advised that this piece is not in stock and that it is due in mid September. We have asked the customer to confirm which option they would prefer so that we can update the account accordingly. 

• Initial Complaint

  Date:08/24/2022

  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.

  Date of Purchase 01/13/2020
  Order # ***********
  Issue: Reclining Sofa 648.88
  Total Purchase (couch, recliner, swivel chair, king bed, mattress & 5 year warranty) 4527.00
  11/16/2021 Called Ashley/Morris. Spoke with Manager ***** regarding recliners not working properly. Told to notify GBS (warranty company) at 888 585 9488
  12/01/2021 Claim called to GBS.
  12/20/2021 Charles from SAW (company that GBS goes through to fix items) came to home and determined mechanisms needed to be replaced. Claimed to order parts.
  January/February/March 2022 Parts on backorder.
  06/16/2022 Called SAW. Was told parts shipped “somewhere” but couldn’t tell me where. Told to contact Ashley/Morris.
  Ashley/Morris claimed GBS responsibility.
  GBS claimed SAW responsibility.
  08/09/2022 Husband went to Ashley/Morris and spoke with Manager *****. She said that she would contact him within 24-48 hours. No response.
  08/19/2022 My husband and I went to Ashley/Morris and spoke with CSR Conner (might be spelled Connor). He apologized profusely and promised he would get back to us by 08/22/2022. No response.
  08/23/2022 Back to Ashley/Morris. I inquired how to get couch back to Ashley/Morris and get my money for couch back. The 5 year warranty should pay for parts and couch to be fixed. Warranty covers replacement if unable to be fixed. Couch is discontinued so replacement isn’t an option. When I asked for the male’s name, he refused to give me his name. I was given number for Ashley/Morris Customer Service *** *** ****. This number prompted me to email morrisathome.com. The agent said I needed to contact GBS (warranty company). I asked for ***** ******’ information (Customer Care Manager listed online). The agent said I was unable to receive that information. I contacted GBS CSR *****, who told me to contact Ashley/Morris since parts were shipped and out of their hands.
  Roughly 8 months of dealing with this is beyond ridiculous. 10/10 do NOT recommend Ashley/Morris.

  

  Business Response

  Date: 09/01/2022

  Morris Furniture Co. has reviewed the customer's response. We reached out to the customer on August 30th, 2022 at the email address on the complaint, and verified that reviewed her GBS claim with GBS and they have approved a reselection. We advised the customer that we have entered a return for the sofa and the total credit that she can apply to her new purchase is $694.30. We advised the customer that we will not be picking up the defective sofa and that she able to dispose of as she sees fit. Customer can visit any of our Morris or Ashley stores for this reselection. we are not able to refund the customer for this purchase as this is a GBS warranty claim. 

• Initial Complaint

  Date:08/22/2022

  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.

  Purchased Peak Living sofa from *********** *******. Delivered Saturday, 8/20/22, Sofa was damaged with stuffing coming out In two places. One arm was stuffed/shaped different than other and couch creaks when sitting on it. I called salesman immediately and he was of no help. I sent three emails to him, two of them contained pics of damages the other was late in the day and asked for the plan on returning this damaged furniture and getting my refund so I could purchase another couch. Was called by person
  
  Someone called me offering to “take some money “ or exchange the couch. I told them that wasn’t acceptable since the couch was poorly made and I did not want to keep a damaged sofa.
  
  I went to Tri County store on Sunday. Chris ran to work with a customer after asking to speak with him and manager. I stood in the store for several minutes before asking another person for the manager. It was clear they had no interest in speaking with us. A very tall black gentleman came over and took us to the manager. Her name was India/Indie, no card was given to us so I’m not sure. I explained the situation, told her I wanted a full refund of all charges and couch picked up as I needed to purchase another couch. She asked if I liked that couch and I said no, it was a piece of crap. She said it wasn’t the best quality. Said a refund couldn’t be given until they got couch. Then was told I had to wait two weeks for pick up and refund. Totally unacceptable! I need my $1200 to purchase another NON DAMAGED sofa. I was upset, yes. She was rude, blamed corporate and no one being available to do anything. The very tall black gentleman stood two feet in front of me staring at me as if to threaten me with his presence. He kept blocking view of the manager. I asked him to get out of my way and walked around him. The manager said “I got this” and touched fingers with each other. He didn’t do this to my husband, just me, a 65 year old female.

  

  Business Response

  Date: 08/27/2022

  Morris Furniture Co. has reviewed the customer's response. We have verified that the return has been entered and a full refund will be issued once the piece is picked up. We have the return scheduled for 09/03/2022. 

  Customer Answer

  Date: 09/09/2022

  Where do you respond to anything online?  The sofa was picked up on 9/3.  When will I get my refund so I-can purchase another sofa?  I expect a full refund of all costs I have incurred…including delivery fee and full cost of sofa and protection plan purchased. 
  
  **** ***********

  

  Business Response

  Date: 09/15/2022

  Morris Furniture Co. has reviewed the customer's response. We have confirmed that a refund check was issued and mailed to the customer on September 12th, 2022. The total amount of the refund is $1055.35 and was sent out regular mail. Customer should receive the refund check in the next 7-10 business days. 

• Initial Complaint

  Date:08/18/2022

  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 purchased a complete bedroom suit from Morris home furniture on 7-16-2023. The furniture was delivered on 7-20-22. The problem was we purchased a complete bedroom suit and the dresser and mirror were damaged. We sent the damaged dresser and mirror back to Moore’s furniture. We scheduled for a new dresser and mirror to be delivered and they came on 7-23-22. problem was when they brought the new dresser and mirror it was the same one that was damaged. We rescheduled another delivery of the dresser and mirror and they came on 7-29-22. Again when they brought the dresser and mirror it was the same damaged mirror and dresser. At that time we were requested they pick up the bed and the two nightstands. When we received a refund we were short $350. We did not send the furniture back because we were dissatisfied with the furniture. We sent it back due to the fact that they could not deliver the bedroom suite that was in stock that we purchased.We do not feel that we should be penalized because they could not deliver the furniture that they said was in stock for delivery. We talked to the manager and sales person about this neither one of indicated that they would penalize us on our purchase price. I feel the full refund should be reimbursed due to the fact that they could not deliver on their obligation.

  

  Business Response

  Date: 08/20/2022

  Morris Furniture Co. has reviewed the customer's response. The remaining refund amount of $375.17 was refunded to the Visa on August 19th, 2022. It may take 203 days to process. This makes the total refund amount $7820.09 which is the total of the original order. 

  Customer Answer

  Date: 09/01/2022

  The issue was resolved. Thanks so much for all of your help.      

• Initial Complaint

  Date:08/18/2022

  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 purchased a very expensive furniture set from the Florence, Ky store and was told about how great the warranty was. One of my sofa seat's reclines but will not close all the way. When we tried to reach customer service nobody answered on several occasions. So we went to the store and our salesman was able to get them on the phone. The lady stated since we had moved it voided the warranty. Our salesman and other salesman standing there all said they had never heard of this and neither had I. This sofa is only 8 months old and cost over $2,500
  dollars. My salesman said that he has never heard of this or would have told us upfront. We just want the sofa fixed without going to court.

  

  Business Response

  Date: 08/20/2022

  Morris Furniture Co. has reviewed the customer's response. We have reviewed the customer's account and verified that this sectional was delivered in May of 2013. The customer purchased the 5 year protection plan which would have expired in May of 2018. He is outside of the warranty period by 4 years. We have offered in home service through our service partners and have communicated the costs associated with that service. 

  

  Business Response

  Date: 08/25/2022

  Morris Furniture Co. has reviewed the customer's response.  We reached out to the customer on 08/22/22 and we have located the order in need of service. We have set up a service appointment for September 13th, 2022. 

  Customer Answer

  Date: 08/29/2022

  
  
  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:08/18/2022

  Type:Customer Service 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 ordered furniture from Morris Dayton Mall on September 10, 2020 paid in full $3,751.81. Due to the pandemic, the furniture didn't arrive until April 2021. We were ill-advised about the sectional pieces and the furniture didn't fit. A reorder was placed and when delivered it was incorrect. On the fourth attempt to correct this order, a written agreement was made with the GM, John Hohenwater, that if there were any issues with the order dated 3/26/22 the customer was requesting a full refund. If the order was satisfactory, Morris agreed to give the customer a $1,200 refund. The order arrived in July of 2022 and it was the wrong fabric and wrong color. Typically, special order refunds are -25%, but the GM agreed to a full refund on 3/26/22 due to the length of time and frustration this furniture order has caused. He is now claiming he was a new GM and didn't have the authority to authorize this. The furniture was picked up on Aug 12, 2022. The delivery team showed up with a new furniture order that I didn't authorize. When I followed up with Customer Care regarding my refund, they stated the refund credit was put towards a new order and they are referring me to the store and vice versa. Please help!

  

  Business Response

  Date: 08/20/2022

  Morris Furniture Co. has reviewed the customer's response. We have reviewed the account and confirmed that their pieces were picked up on August 11th, 2022 and the new pieces have not been delivered. We have voided this order per the customer's request and have reached to our accounting partners to assist with processing this refund. The total refund amount is $3536.82. 

  Customer Answer

  Date: 08/22/2022

  
  
  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,
  
  
  
  ***** ******