Complaints
This profile includes complaints for Morris Furniture Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 236 total complaints in the last 3 years.
- 74 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/16/2022
Type: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 purchase a custom sectional February 2022. It was delivered May 24th. Within an hour of delivery I called customer service and I was left on hold for an hour, so I emailed the company and I email my sales person regarding the residue on the seat cushion. I also noticed the wedge had a broken zipper. I again called and actually spoke to customer service. We discussed the residue and I was told to tell the tech about the broken zipper when they come out. That didn’t sound right to me so I emailed my sales rep the issue and I sent her pictures of everything. The residue and the broken zipper. I finally received a phone call that someone would come out on June 23rd. No one showed up. I went to the store where I was met by a rude gentleman by the name of *****. ***** told me they were about to close and he shrugged his shoulders at me and told me he couldn’t do anything about it. We proceeded to yell at me and told me to stop talking when I was only trying to explain my issue and the level of difficulty I was having. There was another man in the store I can’t remember his name but he did try and help and he said he emailed customer service. I didn’t hear anything so I returned to the store with my husband on July 2nd. This time we spoke with the store manager India. India apologized gave me her cell phone number and told me she would take card of getting someone out to my home. I followed up with India a few days later and she never responded to my text. I call the store around July 11th and I spoke with Patel. He tells me my appointment is set for July 21st. No one called to tell me. The tech “cleaned” the sectional and made note of the zipper. It’s now Aug 15th. My sectional is now ruined from where he cleaned it, the residue is still in the same spot and the zipper is still broken and we keep getting the run around. I have pics & emails. Come get it and give us back our money $3875.95.
Business Response
Date: 08/20/2022
Morris Furniture Co. has reviewed the customer's response. We have verified that the issues with the zipper and staining were reported on delivery and a service was entered on June 4th 2022. A technician did come to the home and attempted to clean the residue on the piece and requested that we order replacement casings for the wedge (which had the broken zipper) and the chaise. These parts were ordered on July 22nd, 2022. We understand the customer no longer wants to move forward with the service and is asking for a full refund. A return has been entered to pick up these pieces and we have reached out to the customer to schedule that delivery date. The refund will be processed once the items are picked up and a total of $3875.95 will be refunded to the Visa within 2-3 business days of the return.Customer Answer
Date: 09/01/2022
HelloI must have missed your email. I’m defiantly still interested in my claim. I contacted ******** in customer service to inform her I was not happy and to return my money. I haven’t heard anything from Morris. Please do not close my case. I’m still not getting anywhere with the company.Thank you******* *******Business Response
Date: 09/03/2022
Morris Furniture Co. has reviewed the customer's response. We have cancelled the new order and sent an email to the customer to confirm our next available pick up date. The refund will be processed once the pieces are picked up.Initial Complaint
Date:08/03/2022
Type: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 2/19/22, I placed order 0219243MI94 with Morris for a bedroom set. The product was backordered until June 9 at that time. We had no issues waiting for all products to come in for it to be delivered in full on 7/9/22. Upon delivery, the drivers found that they were missing 3 feet to the bed frame footboard that are required in order to use. Since then, Morris has been promising to deliver them 3x so far and has cancelled at the last minute each time. I have had to move my bed back and forth 6x so far and already have back problems. I am needing these legs as well as compensation.
Unfortunately the drivers were unwilling to take the bed frame back at the time of delivery, as it has now been taking up unusable space for nearly a month.Business Response
Date: 08/06/2022
Morris Furniture Co. has reviewed the customer's response. We have talked with the customer and shipped the parts needed overnight. We have also processed a credit for $268.75 to be refunded to the financing.Initial Complaint
Date:08/03/2022
Type: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.
Morris Home Furniture and Mattress/Ashley Furniture's - **** ****** *** ********* ** *****
I am surprised a company of this size can't give a consolidated bill. It was big order, I ordered furniture's for the house. Terrible delivery experience the products came damaged they either had to redeliver coz the damaged delivery and send the replacement, but one of the case the replacement was also damaged and they dint deliver it at all, I am being charged for the all the returned items. I created an excel with the final list of items I have and the amount I owe them, I see I am over charged for $2598.28. The store managers say they can't do anything about it. Accounting doesn't speak with the customer This is been going back and forth without any resolution. I have been coordinating with the store manager for a year now. She said let everything get delivered and returned picked so that she will be able to get that sorted, that happened after which she said she can't do anything and the accounting team will be able to help with the consolidated bill they just put together all the receipts and refunds and say that it is tallied whereas with the items that I have I see I am overcharged $2598.28. Its is frustrating that people just pass on their responsibility and no one takes ownership to resolve this. Will Morris not send me to collections if I owe them this money and not respond and give clarity. All I am asking is consolidated bill showing the items I have purchased and the total amount that I owe. Please find attached the sheet that I prepared for the items that I have purchased and still own with the pricing and also the accounting team response. I've lost my patience. I am expecting someone to take ownership and resolve this and charge me only for what I owe. Below are the list of receipts with amounts.
7352.57 *********** 2855.89 ************ 2058.38 ************
1417.43 ************
1256.34 ***********
2486.22 ***********E
1869.37 ************
1397.49 ************Business Response
Date: 08/06/2022
Morris Furniture Co. has reviewed the customer's response. We have verified that we have supplied the customer with a break down of all orders, returns, payments, and refunds. The customer has attached that to his complaint. We have reviewed the customer's breakdown and compared it to ours. There are some items that were not included in the customer's total that were returned including a sideboard for $1838.24, and included in our return totals. Also the customer states that they returned both pillows and mattress pads and has listed a full return value of $644.96. However the customer kept one of the pillows and mattress pads so the actual amount of the return was $322.48. We have reached out to our accounting department and requested an additional break down of the account.Customer Answer
Date: 08/10/2022
Complaint: ********
I am rejecting this response because: This is exactly why I am asking for consolidated bill from Morris Furniture/Ashley. I did not purchase any Mattress Pad, I have two pillows and I have two Mattress Covers. I have not returned the pillows or the mattress covers. Please refer to the screenshot attached. I want a consolidated bill that shows the list of items that you have sold to me and price against each of them and the total. Please find attached the excel screenshot that highlights the pillows and mattress covers. Based on my calculation I am overcharged 2598.28. If you are saying that is incorrect I want all the documents validating that. Please do not tell me your accounting team have shared the details. Based on your response I could see it dint help any of us. Please review my order thoroughly and get me a consolidated bill.
Sincerely,
****** *************Business Response
Date: 08/25/2022
Morris Furniture Co. has reviewed the customer's response. Per their request we are providing copies of all invoices and returns and have previously offered a breakdown of charges and credits.Business Response
Date: 09/01/2022
Morris Furniture Co. has reviewed the customer's response. We have provided a consolidated statement, as requested, and all copies of receipts and returns. We have no additional statements that can be supplied. Any questions on the financed account would need to be addressed through Synchrony as we do not have access to the customer's statements or balances.Customer Answer
Date: 09/02/2022
Complaint: ********
I am rejecting this response because: I have just received the receipts and return receipts. There is no explanation to this Eg: 1) Sales Order: #************ - Grand Total $3676.48 , the invoice shows total deposits as -$3676.48, Financed as $1417.43 (No idea what this amount is). This entire set was returned but the return receipts shows #*********** - Grand Total -$740.34, #*********** - Grand Total - -$2162.14 (Return Date shows - 03/01/2022, but I don't see a credit or refund in synchrony) Total refund = $2,902.48 where is the return receipt for balance $744 or where this amount go?You adjust the refunds internally, so synchrony has no record for this and they raise dispute only based on what charges you have applied, when I raise a dispute through synchrony they couldn't find the refund receipt I am talking about as they do not have that and If I point one of the receipts your accounts department just give the explanation for that specific bill and close the dispute.
Sincerely,
****** *************Business Response
Date: 09/03/2022
Morris Furniture Co. has reviewed the customer's response. We have provided the customer with all copies of invoices on file for both purchases and returns. We have also provided a copy of all charges, refunds, and credits applied to the financed account. We are unable to supply the information that the customer is asking for as it would show on the customer's statements from the financed company. We do not have access to the customer's financed account nor do we have access to their statements. We have verified with the financed company that all statements can be requested by the customer for verification purposes.Initial Complaint
Date:07/29/2022
Type: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 bought $6,199 of leather living room furniture on 5/15/22 and delivered on 5/18/22. A couch, love seat, chair and an ottoman. All 4 pieces came damaged.
Customer Care #******. On the same day as the delivery we called customer care. They agreed to swap out the couch and the chair, and they were going to send out a tech to look at the other two pieces to see if they could be repaired. They swapped out the couch and chair on 6/9/22, and those pieces were fine.
On 6/21/22 a tech came out to look at the other furniture but he informed us that he had bad eyesight and good not see dark furniture well. He took a couple of pictures and told us that Customer Care will get back to us in 5 business days. That has never happened and its been over 5 weeks. Therefore we went back to the store on July 2, 2022 in Florence and spoke with the sales manager, ***, and he told us he would contact Customer Care on Tuesday July 5th. We did not hear back so we texted *** on July 6th for a status update. He was not working on the 6th, but texted back that he would check on the 7th. Texted him again on the 9th and he sent an email to Customer Care and cc us. Not hearing anything from anyone, we called *** again on 7/12. He said that there wasn't really anything he could do as he is in sales and its in the hands of customer care. On July 18th, we called customer care and could not get through, We then called the Florence store and they were once again going to call customer care's "special" number. It's been 10 day’s and still have not heard anything.
To make matters worse, we purchased a $699 warranty package. I would like that refunded, but still be under warranty. How does this get resolved? We want the loveseat and ottoman totally replaced. No repairs. Or take ALL the furniture back and give us a full refund. I am hoping this situation gets resolved quickly. If not, for $7,000, I am going to file a lawsuit against Morris furniture.Business Response
Date: 08/03/2022
Morris Furniture Co. has reviewed the customer's response. We have reached out to the customer and confirmed that we are exchanging the loveseat and the ottoman. We have the exchange scheduled for August 18th.Customer Answer
Date: 08/04/2022
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,
******** *****
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