ComplaintsforAshley HomeStore Fairborn

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a couch from Ashley furniture in Mason Ohio June 21 of 2023. Very soon after I started noticing the quality of the cushions and it just started looking old. The pilling on the couch is absolutely terrible on every single cushion. I contacted the warranty department in October and started a process. They sent someone out and the person agreed that the couch should not look the way it does after such a short period and put in the request to have the couch replaced. Since then I have gone back-and-forth with Morris support, sending over 100 emails back-and-forth with photos of the couch they were requesting. After January they told me that the company was not willing to replace the couch and they were waiting to see what they were willing to do. I sent multiple emails asking on a status update with no response or a very short nasty response. I sent another email today asking for status update and was told that they were not going to do anything and asked me if I had dogs?. This has been the worst treatment I have had ever from a company. Their customer service skills, and the people that work for them are atrocious and rude and unhelpful. I have done everything they’ve asked and have been communicating and sending emails and pictures to them since October. I am still paying on a couch that I bought June 21 and by October it looked awful. This is awful and unacceptable and I need something done.

  Business response

  03/27/2024

  Morris Home Furniture has reviewed the customer’s complaint. We can confirm that our customer has been approved for a reselection as of 3/24/204. Since then, the customer has visited our store location and picked out new product with an eta of mid May. Once these items are available we will contact our customer to have these items exchanged. 

  Customer response

  03/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ashley Furniture Complaint information and timeline Date Event 12/8/2023 Order was placed for a new bedroom suit. 12/19/2023 Delivery was schedule. Chest of drawers, dresser and night stand were set up. The metal bed rails were not included in the order. I made numerous calls to figure out why. The drivers were helpful in getting stuff into my home, but did nothing to try and assist with why things were missing and had no idea who I was suppossed to call. 2/7/2024 I was told the rails were on the way for delivery. The drivers came in and opened package to discover wrong item was ordered. Another call was made to customer serviced to figure out why. 2/23/2024 I was told the rails were on the way for delivery. The drivers came in and opened package to discover wrong item was ordered. Another call was made to customer serviced to figure out why. You guessed it, a complete repeat of 2/7/2024! 3/6/2024 I onced again was told by a lady in your customer service that I deserved set up and install, I paid for it. She insured me that the drivers would finally get my bed in order! I was also told the store manager was going to call me to discuss compensation, this has not yet happened. 3/12/2024 Had to call customer sevice, no one was there at 8:30 am to see why the drivers were told not to install items they were delivering. I left 2 voicemails and also tried calling the Dayton, Ohio store. No one ever answers the phone there. Last time I had an issue, I ended up driving to the store and talking to someone. 3/12/2024 Product was FINALLY delivered, and the drivers orders stated to drop off, not install the metal rails. After explaining the issues I'd had over the past few months they installed the rails and put the box spring and mattress on the bed. They were Marcus and Mario. Dates of phone calls to customer serivce and the store: 2/3/2024, 2/5/2024 (2x), 2/7/2024 (3x), 2/08/2024, 2/20/2024 (2x), 2/21/2024 (2x), 2/23/2024 (2x), 3/6/2024, 3/9/2024, and 3/12/2024 (4x) There is absolutley no reason to have to make this many calls to get something done correctly. I will note that not once did I lose my temper or was I rude and tried to be understanding. Accidents do happen, but enough is enough. I am asking to be compensated for the problems and I want money refunded, not a store credit. I will not be purchasing anything from Ashley again, even though my entire house is furnished with your product. I gave you a second chance, and you failed. My orders from 2020 took almost a year to fix and after a while I just gave up trying to get things fixed. After getting one excuse after another, I knew I wasn't going to get the help or quality product you promised.

  Business response

  03/21/2024

  Morris Home Furniture has reviewed the customer’s complaint. We can confirm that we've spoken with our customer, verified that the product was up to standards and refunded back compensation in the amount of $374.10 for the inconveniences. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had the same bad experience twice with a Morris Furniture company, Ashley Furniture in 2024 and Morris Furniture itself back in 2023. Two different transactions about 1 year apart, delay of product makes major inconvenience for customer. Ashley Furniture is the subject of my 2024 complaint like 2023, I got the first order of a queen bed frame fine and right before the second full bed frame was supposed to be delivered it was suddenly delayed. I ordered the bed frames on Feb. 7 and there was already a delay of 30 days on the full bed frame, customer is now waiting 60 days for it. In 2023, customer care manager ***** ****** gave me the second delayed piece for me, in 2024 the company is only offering 50 dollars off for me. I have not cancelled the order. Upon speaking to ***** ********* and *** ***** they were unwilling to duplicate ***** ****** offer of having no charges on the twice delayed full bed frame. My conversation with *** Hoff in corporate was troubling. She threatened to ban me from the store if I continued the conversation and said she had the right to terminate the order at the company’s discretion. She was unapologetic in terms of what I was calling about and just assumed I wanted to cancel the order, I never suggested that. Evidently, the store must have tightened up its policies because now they won’t even duplicate the offer one of their former employees made to me a year ago. *** called it extortion. If the second bed frame came in on time, there would be no complaint. Customer will have waited at least 60 extra days or more for furniture and the corporate doesn’t seem to care after I told *** about my 2 company experiences one year apart. It seems inconvenience of the customer is commonplace with this company- Ashley/Morris Furniture in West Carrollton Ohio. I was hoping to get the full bed frame for free, in 2023 it was offered as a resolution to a similar dispute between myself and Morris Furniture. Ashley won’t agree to offer it for free.

  Business response

  03/15/2024

  Morris Home Furniture has reviewed the customer’s complaint. *** ****** purchased a full-size bed on 2/7/24 that was not in stock but expected to arrive within 30 days. On 3/4/24 *** ****** was contacted and advised the bed arrived damaged and the new bed would now arrive around 4/4/24.  On 3/5/24 *** ****** escalated his concerns to the store where he was offered $50 off his $270 order due to the delay.  *** ****** was not satisfied with that resolution and reached out to our corporate offices and spoke with a manager who apologized for the delay, but confirmed we could not offer any additional discounts.  In 2023, *** ****** made a purchase and had items delayed and had escalated to the store, corporate offices, regional director and filed a BBB complaint.  As a good faith gesture, *** ****** was given one of his pieces at no cost which was equivalent to a 20% discount on his order.  *** ****** is now demanding due to his product delay, to receive his $270 purchase for free.  *** ****** spoke with *** ****, AVP who offered the option to reselect to an in-stock item, wait for the item to arrive and receive a $50 credit off his order or cancel his order.  *** ****** did not want any of those options that were offered,  he demanded his merchandise for free.  *** ****** became verbally abusive demanding he receives it for free or else he will file a BBB, contact the Attorney General, reach out to the news media and sue Morris Furniture company.  During the conversation *** ****** began berating *** Huff and calling her a Nazi.  After ending the call and further review of his history of defamatory comments, *** ****** was contacted and advised his order was being cancelled.  He has received full credit for his full-size bed.   He stated if he was contacted again, he would sue Morris. Mr. Morris has threatened to take his existing bed and throw it out in front of the store.  He has left several berating voicemails and sent emails to members of the leadership team being very demanding and again using defamatory language.  We encourage him to take his shopping needs elsewhere as we are unable to satisfy him at this time. 

  Customer response

  03/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: They cancelled my order, against my wishes and did not take the existing bed back or offer me a solution. I do not want any of their products in my home and Ashley/Morris have refused to make it right by either.. Reinstating the order at substantial discount, and Giving me a  complete refund and doing what I requested by taking the bed I already ordered which is assembled out of my house. I will be suing them for negligence. They did not and do not ever fulfill their duties to customers by fixing these constant delivery issues of over 60 days and did not take back the existing bed I purchased which I requested. Again, they offered no solution and it is completely their fault! Morris/ Ashley cannot fulfill their promises to customers and I will also be filing an attorney general complaint with the state of Ohio. Because of their negligence to provide what I paid for in a timely manner I have been banned from their stores and against my wishes the order cancelled. They should not be doing business in the state of Ohio. If the management of this poor company don’t like a customer’s reaction to their negligence, they cancel your order and ban you from their stores. I went to Haverty furniture and they don’t do this. Am I supposed to be a good little customer and not say anything? This company should be fined, sued and put out of business! 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased leather reclining sofas from this store along with the extended warranty. One sofa's recliner mechanism broke and the recliner got stock in the most uncomfortable position. I made a claim with the company servicing their product (claim number is *******) on 2/29/2024. They said the tech is going to call me with 3 days. Of course noone did. I also called the store and asked to speak with the manager who also never called me. Its a bad customer service and a bad company that sells customers like me bad product and the extended warranty but don't provide the service. 1. I want them to apologize for being a bad company 2 I want them to refund all my money and take the sofas back to the store. 3. If they want me to keep the sofas, I am willing to accept 50% off what I paid provided they fix it first. 4. I want them to pay me $50 per day for every day the sofa is stuck and causing me issues

  Business response

  03/21/2024

  Morris Home Furniture has reviewed the customer’s complaint. We can confirm that we received notification on 3/5/2024 from the store location that the product in the customer home was damaged. A service with our third party repair company, USQ was scheduled for 3/18/2024 which a parts order was recommended to bring these items up to standards. We have ordered the necessary parts to complete the repair with an expected lead time between 8-10 weeks. Once these parts arrive to our warehouse, we will reach out to our customer to have these parts delivered and installed. 

  Customer response

  03/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: I asked for a compensation, I didn't get it.  Waiting for months for the parts wasn't part of the deal.  It was never explained to me how bad the service is.  They need to: COME BACK, PICK UP THE SOFAS AND REFUND MY MONEY.  I won't be buying anything from this store ever again. ALSO, I WILL BE REACHING OUT TO ATTORNEY GENERAL with this complaint. 
  
  Sincerely,
  
  ** ********

  Business response

  04/03/2024

  Morris Home Furniture has reviewed the customer’s response. We can confirm that we are actively working with the manufacturer for this part to expedited, along with providing the customer with a gift card for the inconveniences as of 3/28/2024. 

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: the "gift card" was for their store only.  Not a regular gift card you can use anywhere.  Its worthless to me, since I am not planning on buying anything from that company anyway. They need to send me a Visa or Mastercard with $250 I can use anywhere I want 
  
  Sincerely,
  
  ** ********

  Business response

  04/13/2024

  Morris Home Furniture has reviewed the customer’s response. We can confirm that we have sent both a $250 gift card and refunded back $268.75 to the original form of payment method due to the delay with the customer receiving their part.

  Customer response

  04/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ** ********

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Morris Furniture (Ashley Corp) sold furniture to my soon to ex-husband (******) soley in my name without me being there. ***** and I had purchased furniture a year prior, but had separated. No one from the company spoke to me, I was no where in that store. I went to see manager. I asked to see the invoice with my signature, I asked to see the salesperson who sold ****** the furniture. The manager was rude to me and told me to contack Synchrony bank. Synchrony said it is there mistake. No one took ownership. I filed fraud charges three times with nothing being done. ****** has top paying for the furniture. It is ruining my credit. I filed fraud with Equifax. I am being harrases with emails and phone calls and letters about this account. I don't know anything about this furniture. I told them to get the furniture from where they delivered it. ****** and I are getting divorced. He is a lier and a cheat. He has taken out credit cards in my name and taken lots of money from my bank account. I am going to go on the news and any media I can to warn people about Morris Furniture. That they will use your past history to allow other people to purchase furniture from them. My credit is being ruined. I want this account completely cleared off my credit report as soon as possible. I have zero credit. I cannot help my daughter get a car. My credit rating was high 700 before this and it would have been higher if it was not for ******.

  Business response

  03/09/2024

  Morris Home Furniture has reviewed the customer’s complaint. We are not able to locate any accounts associated with the phone number or name that was provided. Is there any additional information that can be provided pertaining to this account?

  Customer response

  03/11/2024

  ****** ****** *********

  Cell phone # ************ This is the cell phone number that Morris has on file for all the furniture. ****** has two cell phones now. 

  He purchased the furniture. Morris should him on camera alone and will not have me no where near Polaris. I have camera footage of me at my girldfriends house around 4:20.  I left immediately after ***** called me. I was so upset and left Walmart (Westerville). Walmart have me on camera parking for about 10 minutes them leaving after ****** hung up on me when I refused to sign for furniture. It took me about 20 minutes to go strait to my girlfiend's house where I was living.  The funiture was delivered to the address he is now and was then residing.  **** ****** ***** ******** **** *****

  Customer response

  03/21/2024

  This is an invoice with the account number of the furniture ****** ********* purchased from Morris Furniture. It has each furniture item he purchased and the delivery dates. The address where the furniture was delivered is on this invoice. This is the address of the house I lived in with him for 28 years until I left on Sunday, September 25, 2022. This was the day before ****** returned from his fantasy birthday trip to Myrtle Beach with another woman. I have the moving people, my neighbors, and several friends that will witness to me leaving. I moved some furniture to a storage place around the corner from the house. Which is why ****** needed to purchase these furniture items from Morris Furniture. I moved in with a friend from church who has security cameras everywhere in and outside of her house. I moved back to the house in January 2023 after the holidays. ****** said he wanted the marriage to work. I have witnesses when I moved back. I saw and commented on the beautiful furniture. I was not aware that Morris Furniture had allowed ****** to purchase that furniture in my name until I was in the kitchen and saw a bill that had my name on it later that year in the fall.  ****** grabbed the invoice from my hand and said it was an error that he had to fix. I saw another bill the next month and went to Morris Furniture in person. I told you what happened after that in my previous statement. I found this invoice in papers it took with me when I moved out permanently February 10, 2023, and filed for divorce.
  I have never paid one penny for that furniture. Please look to see that ****** was paying you until July/ August of 2023, when I filed for divorce and he stopped paying. Since you put the furniture in my name he was in the clear. Ashley got my new address because I purchased furniture for my apartment from Value Furniture (American Signature), and Ashley began sending me the bill. Like I said before, I want my name and my credit cleared from this furniture. I want the harassing emails and phone calls to stop. Harass ****** who purchased the furniture and who has the furniture with him. I want those men who put that furniture in my name fired.
  ******

  Business response

  03/27/2024

  Morris Home Furniture has reviewed the customer’s complaint. We can confirm that we were able to locate this customers account with the additional information provided. We have partnered with our accounting department for additional information on how to have to issue resolved. 

  Customer response

  03/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am sending a copy of the furniture invoice of the furniture that a salesperson from Morris furniture sold to him in my name. So this is an actual account to prove that this account is open and exist.
  
  Sincerely,
  
  ****** *********

  Customer response

  03/28/2024

  I emailed a copy of the Invoice you put in MY NAME that I did not purchase and delivered it to **** ****** ***** where ***** is residing (NOT ME to the BBB today, 3/28/2024 at 9:21 am..

  Customer response

  03/28/2024

  I do not accept the response from Ashley furniture. Here is proof of the furniture and look at the delivery place. It is **** ****** ***** where ***** ********* is residing. I do not live there.

  ******.

  Business response

  04/03/2024

  Morris Home Furniture has reviewed the customer’s response. We can confirm that we are actively working with our store managers and our accounting department regarding this matter.

  Customer response

  04/15/2024

  I have not heard fromAshley funrniture. I have sent you official documation of the invoice. Please give me an update about this matter as soon as possible. 

  ****** *********

  Business response

  04/20/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint.

  Customer response

  04/23/2024

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

  I was waitng to hear from Ashley according to the last corespondanance. That is why you did not hear from me. What is the status of your investigation? I have not heard andything from Ashley Furniture. I want to see a copy of the sales invoice with my name on it. You should have that on file. 
  
  Sincerely,
  
  ****** *********

  Business response

  05/08/2024

  Morris Home Furniture has reviewed the customer’s response. After reviewing information provided by our accounting department, we can confirm each transaction on the statement: $987.92, $1448.84, $857.58, and $837.29 total the amount she signed for provided on the attached invoice. 

  Customer response

  05/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I have asked to see the invoice with my signature on it and they have not produced it to this day and they cannot because I was not in that store. ******’s name is on that furniture.  I was at Walmart on Westerville and if I have to get a court order to obtain camera footage, I will. I will present camera footage of me driving into my girlfriends driveway around 4pm that day. She also have camera footage of me in her house from that time on until I left to go to work the next day. I was separated from ******.  I had taken a bed, living room table, and two end tables that I purchased from another company and put them in storage. That is why ****** needed to purchase those items from Morris furniture. I have three movers who will contest to what I put in storage. ****** purchased those items, ****** signed on the invoice for those items. ****** signed for  those item when they were delivered to **** ****** ***** where he lives. Please produce all of the invoices about those items. I want to see who signed for them. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It was purchased at the Easton location. 1 The couch is the wrong color. ordered a sofa in charcoal, and it came in navy blue. The pillows show they don't go together. 2.) A section of the couch has taller legs. See pics 3.) Upholstery damage to all three pieces on all corners. I have tried to request over and over for them to come up with a resolution. To date the only thing that has been done is a leg ordered (wrong height) I have all emails that we sent back and forth as well as pics and i know the delivery guy took pics and uploaded them, but supposedly they no longer exist.

  Business response

  02/26/2024

  Morris Home Furnishings has reviewed the customer’s complaint. We have reached out to our customer via phone and offered a compensation to keep these items as is in the home, a reselection for different items, a parts order, and a exchange. We are currently awaiting a response on how the customer would like to proceed. 

  Customer response

  02/26/2024

  **** 

  I will accept the 680 and drop the manufacturer warranty. 

  ***** ********** 

  Business response

  03/04/2024

  Morris Home Furnishings has reviewed the customer’s response. We can confirm we've spoken with our customer to and refunded back credit to keep as is. We've also provided information regarding lead times for refund to be processed. 

  Customer response

  03/12/2024

  The refund was never received. 

  Business response

  03/21/2024

  Morris Home Furnishings has reviewed the customer’s complaint. We can confirm that this credit was refunded back to the original form of payment method 3/4/2024. Please allow a full 2-3 billing cycles before this balance reflects back to the original form of payment method. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/2/2023, we purchased a mattress at Ashley HomeStore Mason, Ohio after spending a lot of time trying several different brands and firmness’s. The mattress was delivered to us the following Tuesday. After only 1 night, we both felt that it was not the same mattress. It was much softer and was sinking in the center. We went back to the store the very next day and told our salesperson that we were unhappy and wanted to return it. We were within our 3 days to cancel the transaction and return. He told us not to worry that we could still return it as he wanted to have Customer Care look at it. We were told to expect a response within 48 hours and assured they would make this right. It took almost 2 weeks.. During this time we went back into the store. Another salesperson and our original salesperson assured us that if we were not satisfied, we could cancel the order and get our money back. When the service person from Customer Care finally came, he was at our house only 5 minutes. 10 days went by without a word. We went back to the store and were told that Customer Care said mattress was fine. We told our salesperson that we were extremely unhappy; our issue with the mattress had not been addressed, so we wanted to return the mattress and get a refund. The salesperson agreed and started the refund but then asked his manager if she would process it and complete the refund. She began the process. While waiting, the salesperson said he should check to see how the mattress would be picked up before the refund was completely processed. He promised to get back to us the next day. 3 days later he emailed us that “Corporate” wouldn't refund us but said we could pick out another mattress. We do not want another mattress from them. This is not acceptable and we feel that we have been lied to, they took our 3 day right to return away and the sales practices were deceptive. He agreed that he told us many times we could return the mattress, but “Corporate won’t let me.”

  Business response

  01/12/2024

  Morris Home Furniture has reviewed the customer’s complaint. We are able to confirm that we are actively working with our bedding manager and our customer on return or reselection options.

  Customer response

  01/22/2024

  I heard from Morris/Ashley this past Saturday.  They still deny a refund. They don't put any weight to the fact that their employee, ****** ******, told us multiple times that we could get a refund. Their employees are the face of Morris/Ashley that the public sees. We feel we were deceived. Also, what happened to the 3 day right to cancel?

  Business response

  01/25/2024

  Morris Home Furniture has reviewed the customer’s response. We have partnered with all necessary departments regarding the request for a return for this mattress, and as it appears the request has been denied. Per policy all bedding including Mattress foundations, frames and adjustable powerbases cannot be returned. A service was entered 11/9/2023 and was deemed up to standards by our 3rd party repair company, USQ. The customer qualifies for a reselection under our Sleep Guarantee , an this has been offered and the customer has declined.

  Customer response

  01/25/2024

  
  Complaint: ********
  
  I am rejecting this response because as i said in my message this past Monday, they don't put any weight to the fact that their employee, ****** ******, told us multiple times that we could get a refund. Respondent told us that she had never verbally spoken with ******.  The point is that their employee deceived us multiple times. Their employees are the face of Morris/Ashley that the public sees. We feel we were deceived. Also, what happened to the 3 day right to cancel?
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased the colleyville 6 piece reclining sectional on 11/2023. Process was easy and smooth, at first. Furniture was in stock, and delivered a week later. Within 20 mins of delivery noticed damage to two pieces, took pictures and contacted our sales person. Within 24 hrs noticed damage to a third piece, notified sales person. Sales person said customer service would reach out. Customer service didn’t reach out within 3 days. We felt the quality was terrible and decide we didn’t want the furniture. Let the sales rep know, they offered a re select. We decided to go into the store within 3 days of furniture being delivered. We selected new furniture that was more expensive. The sales rep said we’re gonna leave the other furniture in your home until the new comes. We were a little taken back by that, told them we weren’t comfortable with that because we have children and animals, and didn’t want to be held responsible for said furniture. Sales rep assured us it was fine gave us an estimated delivery of 12-20-2023. So why the furniture we didn’t want was in the home one of our dogs put a hole in the head cushion of one of the recliners that came damaged from warehouse originally. Instantly contacted the sales rep and told them, she said no problem we’ll take care of it. Told her to come get the furniture then heard nothing else. Got ahold of someone at customer service they scheduled a pick up of furniture on 12/30/2023, they showed up and refused to take furniture because the dog damage. After talking to numerous people, they are now saying they will not take this furniture back because the dog damage, and it should have been removed from the home immediately following the original damage from delivery being reported. So because the store didn’t do their jobs correctly they’re saying we’re stuck with this damaged from the factory furniture and that we would have to use our warranty we purchased to have it repaired.

  Business response

  01/08/2024

  Morris Home Furnishings has reviewed the customer’s complaint. We have spoken with our customer regarding this, and are actively working with our delivery department and the store location for options pertaining to a return of the items. 

  Customer response

  02/16/2024

  After numerous conversations and emails we were able to reach a resolution. It wasn’t the resolution I had hoped for, but my wife and I were tired of the back and forth. The damage was to be repaired, so I sent pictures, again, of the damage and product tags. When repair man came out to repair, said all the parts were not ordered and the parts that we did have were not the correct ones. Also part of the resolution was to refund some money, still haven’t seen said refund on our account. They were also suppose to release the hold on the price difference of the reselect furniture we cancelled. The hold is still on the account. Wife called and wanted a confirmation email of the refund and hold being released, they said the best they could do was a screen shot. We contacted the card company we used to pay for the furniture, they stated if they refunded any money or released the hold it would have reflected within 7-10 business days. Ashley is saying it could take 2-3 billing cycles to see the changes. We’ve also been dealing with this said issue since 11/23 when our original furniture we bought was delivered to our home with multiple pieces being damaged. They’ve been confronted on many lies, we have video and text proof of some of the things they were saying took place, which didn’t. Also during the process of trying to come to a resolution, they were trying to make us do things I didn’t think were fair and stating they were policies. I couldn’t find anything in their site or our original paperwork stating these policies. When I asked for email literature on these policies they kept saying I’ll have to see if I can find it, I never received anything. I just feel at this point some things are being done with ill intent. I’ve also yet to speak to a manager or supervisor with customer care on this issue. They refuse to take this furniture back and give us a refund, they refuse replace one piece of the sectional that had the most damage, they agree to repair it and don’t even order the right parts or all the parts to repair it. So now we have to do the process all over again. The repair company they use is third party so we have to contact customer service again to do it all over. At this point 4 months in, we’re getting very frustrated that we can’t get something accomplished, we have a reclining sectional and the damage of the one is causing it to become almost to the point of no return because it’s missing the back zipper and causing the fabric to slide forward and become loose.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/28/2023 I purchased Stationary Sofa product 249744278 for $498.00 with my Ashley credit card to be delivered on or about 10/15/2023. When item was received and packing removed 10/18/2023 it was noticed that it was damaged. I called the company and the financing company to make them aware of the damage. I received an email from Roger Mays requesting photos of the damage. After him receiving the photos he sent me an email confirming the damage and a replacement. I was then notified that the exchange would take place after 11/01/2023. Since we had to wait we covered the sofa and sealed it so it wouldn't get damaged, there was no sense on bringing it in since we weren't keeping a damaged sofa. I had to cancel the first delivery due to having covid. When the drivers showed up at the next delivery date they lied and told customer service rep that the sofa had water damage and had been sitting in the yard. I admitted that the sofa had been outside waiting the exchange but was completely covered and sealed up and they should send someone else to look at it because the delivery driver wasn't being truthful about it having water damage. I contacted Synchrany Bank again and told them, and was advised to start a dispute. After all this the bank sided with the furniture company even though they contradicted themselves about the request for photos not being sent. II have since reopened a dispute with them. How can I be expected to pay for a damaged sofa? They are the ones who took so long to replace it and wouldn't send someone to confirm that it hadn't received additional damages as stated by the driver. A company shouldn't be permitted to rip people off like this. I have the paper work that was sent to Synchrony and there are a couple of times that they contradict themselves. Was I mad? Heck yes I was, still am. If you need any copies of the papers let me know and I will try to fax them after marking where the contradictions occur.

  Business response

  01/08/2024

  Morris Home Furniture has reviewed the customer’s complaint. We are able to confirm that an exchange was approved not knowing the product was left outside in the elements. Product appears to be leather, and regardless if covered or not, the temperature and moisture would damage the piece further. Our policy indicates that it must remain free of additional damage to be eligible for an EEX.

  Customer response

  01/08/2024

  
  Complaint: ********
  
  I am rejecting this response because photos show no water damage.
  
  Sincerely,
  
  ***** ***********

  Business response

  01/12/2024

  Morris Home Furnishings has reviewed the customer’s response. We are able to confirm with our delivery department and team that items were solid and smelled of mildew. Per policy all items must remain free of any and all additional damages.

  Customer response

  01/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: they provided false information. I have tried numerous time to send additional pictures showing that there is no moisture damage, nor is there any smell. Your site isn't working properly and the delivery team is giving incorrect information!!!!  Here are the additional pictures, do I need to get signed affidavits from the management and other residents here at Carousel Court stating that there is no musty srell or moisture damage? There is no damage other than the damage I originally reported when delivered.
  
  Sincerely,
  
  ***** ***********

  Business response

  01/22/2024

  Morris Home Furniture has reviewed the customer’s complaint. The photos that were provided from our customer reflects the item being in the home. We will attach a photo that was provided by our delivery department reflecting how this item was stored. Since this item was stored outside, this has been exposed to numerous amounts of natural elements. At this time Morris will not be offering an exchange for this product.

  Customer response

  01/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: As stated before, the sofa was sealed up while outside and was not damaged by moisture, no water damage, no mold, no mildew or mildew smell. We moved it in the house because of winter and awaiting the results of complaint. Ashley Morris knows that they are wrong. I asked them to send someone to view the sofa to prove no other damages, but they chose to ignore me and take the word of the delivery driver who apparently was NOT truthful and assumed there to be moisture damage.
  
  Sincerely,
  
  ***** ***********

  Business response

  02/01/2024

  Morris Home Furnishings has reviewed the customer’s complaint. We can confirm our customers order date on 9/28/2023 of a Stationary Sofa and two Power Lift Recliners. Delivery date of 10/18/2023 with the purchase of Threshold delivery, which doesn't include assembly only delivery to room of choice. We have attached a photo from the original delivery reflecting the recliners being delivered in boxes inside the customers home and the sofa being delivered outside with the directive from the customer. Customer reached out via email the day of delivery 10/18/2023 requesting an exchange, due to the Sofa being damaged while the customer was attempting to place the product inside the home. An exchange was approved 10/19/2023 due to the damages, however the photos that were provided by the customer reflected the sofa being outside in the elements. Per policy customer must main all items free of additional damages including stains, rips, tares, burns, pet hair or any smoke damages. At the time of exchange, dated 11/15/2023 we were made aware by our delivery team that the items were stored outside in the elements for 28 days. Attaching photos that were provided by our delivery team the day of the exchange, which does show the sofa partially covered which doesn't protect the product from natural elements. We have attempted to contact our customer today 2/1/2024 to offer service with our third party repair company USQ for an initial assessment for a possible repair. 

  Customer response

  02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: YOU FOLKS JUST DON'T LISTEN AT ALL!!!!!!!!!!!!!!!!!!!! I wasn't the one trying to get the sofa in my home.THE FIRST 2 DELIVERY DRIVERS WERE THE ONES WHO TRIED TO GET IT IN MY HOME!
  
  Sincerely,
  
  ***** ***********

  Business response

  02/05/2024

  Morris Home Furnishings has reviewed the customer’s response. We can confirm that we are actively working with our customer and our third party repair company to have this product assessed.

  Customer response

  02/12/2024

  Yes, Ashley has contacted me to set up an appointment for their repair company to inspect the sofa but, at this point it doesn't resolve anything. I think you are being premature in closing this complaint.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/31/2023, I went into the Morris Store at **** ********* ******* ***** ***** to purchase items for a new home purchase. The initial sales associates were helpful with the order of multiple items, however there were a couple they were not able to order in their system as they said they were Ashley special orders. The manager took down the item numbers and details and gave them to an associate at the Ashley store at **** ****** **** ********* ** *****. The associate I was passed off to was *****. I drove an hour back to the store the next day to finalize the special orders since I had planned to finance the entire order as one. I left the store with the attached purchase agreement, stating the pricing for each item. The prices were the same as what was advertised on the website. One month after we placed the order, I look at the tracking of my items and see that there is a new balance due showing on the base to the hutch we ordered of $536.93. There had been no communication to me as to what this was. After calling the store, the salesperson said she ordered the beds incorrectly and when going back to order the items, it was no longer there. So, she found and exact match to order. Then received a message from accounting stating it was under their margin of sale at that time. I called numerous times, each time being told I'd get a call back. After a week, still no return call or resolution. I left with a purchase order agreement and order in hand, weeks later they increase the sales price, tacked onto the wrong item and tell me it's that or I can cancel the order. I would like my original price agreed to and advertised, not an upcharge after I've left. Terrible customer service. *******, the store manager, refused to call me back for a week and when I finally got him on the phone, he cut me off and spoke over me every time I spoke. Then told me he couldn't talk, saying yet again, I'd get a call back. I'll never order from this company again. Sales tactics scam.

  Business response

  12/27/2023

  Morris Home Furniture has reviewed the customer’s complaint. We can verify that our customer has voided this portion of their order as of 12/14/2023.

*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. ↩