Complaints

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

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  Morris Furniture Co., Inc.

  2377 Commerce Center Blvd. Fairborn, OH 45324

  
• 

  Morris Furniture Co., Inc.

  2850-E Centre Drive Fairborn, OH 45324

  
• 

  Morris Furniture Co., Inc.

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

  
• 

  Morris Home Furnishings

  11765 Commons Drive Cincinnati, OH 45246

• 

  Morris Furniture Co., Inc.

  2727 Fairfield Commons Blvd., Ste. ANC1B Beavercreek, OH 45431

  

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:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/23/2025

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

  Customer Answer

  Date: 04/23/2025

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

  

  Business Response

  Date: 04/23/2025

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

  Customer Answer

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased my latest furniture at Morris Furniture, I had issues soon after. When I went to talk with the sales consultant he referred me to customer care. I contacted Morris customer care by phone and email numerous times and there has been NO resolution. Instead the company has stopped responding. The main issue is with the FEATHERS coming out of all parts/areas of the throw pillows AND furniture. Morris has record (and pictures) of the exact issues, the health, safety, and merchandise defects the feathers have caused. The issue is now worse and Morris customer care representatives REFUSE to help with the defective merchandise. As a long-time, recurring customer of Morris I expected better customer service. I am requesting a resolution for the defective merchandise. The issues has been ongoing soon after delivery. I had other problems prior to this due to a previous order being cancelled by Morris due to the manufacturer going out of business. I had to find a backup and went with Craftmaster brand. Trying to work with Morris has been a nightmare, sitting on the furniture has been a nightmare. The other problem is with the fabric, it constantly Pills. Morris had a third-party come out to remove the pilling but it continues to pill and the fabric was shredded (damaged) in the process. I need Morris to contact me and resolve the issues with the furniture or allow me an Exchange. I purchased the warranties.

  

  Business Response

  Date: 04/14/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have entered a service to take a look at the feather issue as a one-time courtesy as the customer is outside of their 1 year manufactures warranty since 12/02/2024. However, pilling is not considered a manufacturer's defect, and the customer will need to file a claim with their extended warranty. GBS can be reached at **************. 

• Initial Complaint

  Date:04/09/2025

  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 Storm Power Recliner sofa from Morris Home Furniture, Dayton Mall on December 1, 2024. On January 25, 2025 at 12:35 PM the sofa was delivered to our home. The mechanical frame was not working correctly. I contacted the My Protect All warranty who had us contact the Dayton Mall store and was told to email [email protected] as that is where I would get the best response. I sent an email on 1/26/25 at 3:37 PM with pictures and video of the non-functioning sofa. A week later I received a phone call from a repair company who was going to send out a repair person. We set the date. A week later we received a phone call and that date was cancelled as the repair person was not 'in our area that day'. This was then rescheduled for February. The mechanic came out to our home, said 'yes' its broken and I will order the parts. We will call you when they come in. On March 31, 2025 we had not heard anything and I sent another email and was responded with "the parts have been on backorder and are being shipped in 1-3 days'. It is now April 9, 2025 and I have heard nothing. In my last email I requested to speak to someone as I am in the space that I would like to simply return the sofa due to poor response, poor customer service, and a broken sofa. There is no way online to find someone to contact at a supervisory level to get answers or get this resolved. We are beyond frustrated at this point with a broken sofa still sitting in our living room and no response from Morris Furniture. When the sofa was set in place, we found that it was not working correctly as it is a motorized reclining sofa. We called the Dayton Mall store and was told our best option was to email [email protected]. I did that on 1/30/25 and sent pictures of the foot stool not raising or lowering correctly. I received an email

  

  Business Response

  Date: 04/15/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have parts on order for this customer. Per the manufacturer they wil ship out early May to the customer. Once the customer receives the parts, they let us know and we will send out the technician to complete the repair. 

  Customer Answer

  Date: 04/25/2025

  Dear BBB

  I never received the email from April 15 indicating that Morris Furniture responded. Unfortunately, I am not satisfied with this response as we were told this twice and neither time has that happened which is why we are still waiting on parts since February. The customer service has been subpar and I do not feel this issue has been resolved.

  Thank You.

  ********

   

  

  Business Response

  Date: 04/29/2025

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

  Customer Answer

  Date: 04/29/2025

  Good Evening,

  I was able to connect with *****, the owner of Morris Furniture and he addressed my need.

  
  Thank you.

   

  ********

• Initial Complaint

  Date:03/28/2025

  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.

  -Once you slide your card they got you. -They will text and call to make sure you are home for the delivery, but then they won’t even show up. They make you take off work another day to meet them. -Want to pick up your furniture instead? They say you can't, and their warehouse is all the way up in Dayton Ohio. -They change the name of the furniture collections so it’s harder for you to compare prices online, this way they can sell you the same stuff for more. For example, their Keanu collection is really Henry and can easily be found much cheaper at other local furniture stores, and online. -When they finally delivered my couches the delivery guys were very inexperienced and in a rush. They tried cramming the wider side of the box through my front door, about busting the door frame. Then they realized they needed to turn it to the thinner side, and that’s when they severely gouged my freshly painted wood door frame with the metal bands on the box. There was sawdust on the floor from the damage they caused. -Customer service, there is none. They lie to you and say they started a claim with a "Riverstone" company but they can’t provide any proof. It has been months of them telling me a claim is being processed and now they don’t even respond. Save your time, money and stress, shop somewhere else. I've emailed ******, *****, and **** in "customer service" They all give excuse after excuse, could not provide any real information or documentation about the supposed "claim" they filed and failed to provide any resolution to the damaged the caused to my home.

  

  Business Response

  Date: 04/09/2025

  Morris Home Furniture has reviewed the customer’s account, and we are currently working with the third-party company to get this resolved. 

  Customer Answer

  Date: 04/09/2025

  
  Complaint: ********
  
  I am rejecting this response because this is the same response they have provided in Mid December 2024, Almost 4 months and still no resolution.   December 18th they said it would take 7 days.  On December 30th 2024 they said it would be 7-21 business days, it has now been over 100 days.  I dont trust anything they say.  I have given them more than enough time.   See attached documentation.

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

  

  Business Response

  Date: 04/15/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have escalated this issue to the upper management of Riverstone, and they will have a final decision for us tomorrow. 

  Customer Answer

  Date: 04/22/2025

  I did not respond right away because they were going to send a check.  Check never arrived.

  

  Business Response

  Date: 04/28/2025

  Morris Home Furniture has reviewed the customer’s account and has addressed the issues within the complaint. This check was mailed out last week have you received it?
  

  Customer Answer

  Date: 04/28/2025

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

  Check was never recieved as of 10:45 on 4/28/25.  They told me it was mailed on 4/22/25.  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 04/29/2025

  Their check arrived.  

• Initial Complaint

  Date:03/24/2025

  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.

  Absolutely horrible experience, not just once but twice!!! Promise delivery date was never kept an extended to over a month on the first order. The second order we were quoted on a price for a full furniture set, and a delivery date. We had to call in a day after the expected delivery day just to see if the furniture was in for them to turn around and tell us that it hadn't even been ordered after paying, so it was pushed out another 2 weeks. This is after I had scheduled a moving truck and people to help with furniture. They did not offer us any additional help or delivery when they were in the wrong. Then received a call back from them later in the day to tell us that the original quote didn't even include the headboard to the full bedroom set and wanted us to pay an additional $300. Hunter the salesperson was a new guy so the manager had to look over the complete order and they both failed on the complete order. Will potentially seeking legal counsel due to them not wanting to fix any of the issues.

  

  Business Response

  Date: 03/25/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We are unable to provide a discount on manufacturer delays as we have no control over them. The customer will need to work with their salesperson. I have sent them an email. 

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 7/7/2024 for a sofa, arm chair, and ottoman from Morris Home on Gemini Place in Columbus. On 8/24/24, the correct sofa and arm chair were delivered but the ottoman was the wrong color. Eight months after the original order and five different delivery dates later, I still don't have the matching ottoman. They currently say it's on a shipping container overseas but I don't trust they'll come through this time either. I have attached documentation of my communications with the company. I would like a total reimbursement so that I can buy furniture from a different company that can fulfill it's promises. Order# *********** They can take this furniture back or I can donate to a local charity.

  

  Business Response

  Date: 03/22/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. These items have been in the home too long for a refund. Per our policy "Custom Special-Order merchandise is not eligible for return for any reason." This item is due to be in stock mid-April. 
  

  Customer Answer

  Date: 03/24/2025

  
  Complaint: ********
  
  I am rejecting this response because: while under normal circumstances I understand this would be past the time limit for a refund. In this case, I have been diligently working with this company to try to resolve the issue and they have not only been unable, but have not followed up with me to make sure it was resolved. It is disheartening to receive a negative response with no alternative and no apology. 

  Coincidentally, even though I was told 4 days ago that my ottoman was overseas, I received a text today stating it was time to schedule delivery. I have accepted delivery for 3/29. I am asking that 1. this date be honored 2. the wrong ottoman be taken back the same day. If that doesn't happen, I would still like a refund. An apology would also be expected under the circumstances.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/26/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. This customer has scheduled their delivery for 03/29/2025 and our policy is to pick up the incorrect piece at the same time the new piece is delivered. 

  Customer Answer

  Date: 03/30/2025

  The correct color ottoman was delivered on 3/29/25 however it is defective. It wobbles back and forth. Lexi in delivery said there aren't any more in inventory and the earliest possible would replacement would be the last week of May, 9 months after originally promised. I asked if it was possible to have this one repaired instead of waiting another two months and risking even more delays. I was transferred to ***** in Customer Care. She said she will keep the order for the replacement ottoman but will also have US Quality call me to schedule a time to come and check the ottoman to see if it can be repaired. 

  An additional delay, a defective product, surely you can offer some compensation for this poor service. 

  

  Business Response

  Date: 04/01/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. This customer's service is scheduled for 04/05/2025. We can offer a discount code in the amount of $75. This would be available within 24 hours to use at any Morris Home, Better Sleep Shop, or Ashley store.
  

  Customer Answer

  Date: 04/02/2025

  I won't be buying anything else from the company after this experience so a store credit isn't useful to me. 

  

  Business Response

  Date: 04/02/2025

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

  Customer Answer

  Date: 04/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: the company has done nothing to address their fault. I have had to initiate every follow-up and suggest every resolution. I am still waiting to see if the repair will work or if I have to wait for yet another delivery. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/07/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. Per the technician's report this has been repaired in home.
  

  Customer Answer

  Date: 04/07/2025

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

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Morris Furniture agreed to provide a credit in amt of $1010.50 for issues with the quality of a sectional sofa I purchased. They agreed (specifically ***** ******) to this credit on 1/28/25. In checking repeatedly with their associated credit card company, Synchrony Financial, they to date, have NEVER received such a credit for my acct. Synchrony said that if they had rec'd it, they would have processed the credit back to my acct in 10 days, but they have yet to see it. They also promised to provide replacement casings with installation, and they have not done this either.

  

  Business Response

  Date: 03/20/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. This credit has already been refunded to said customer our accounting department will contact Synchrony to advise them of this. Also, the parts have been ordered this customer has been advised that since they have a special-order sofa the parts that were ordered in February will take 4-8 weeks. At this time there is nothing else that we can do for this customer. 

  Customer Answer

  Date: 03/20/2025

  
  Complaint: ********
  
  I am rejecting this response because: this business has lied twice about when the credit was given, and the fact that synchrony bank had a policy of waiting 2 to 3 billing cycles for a credit to be posted. This is FALSE. synchrony confirmed directly to me, with documentation that I provided back to this business, that this is not the case. Synchrony provides the credit to the consumer as soon as they receive it from the retailer. It only takes 7-10 days to post to the consumers acct. They claimed to have put this credit in on 2/12/25 but synchrony has no record. They repeatedly neglected to respond to my emails until today when I opened another complaint. Until this credit is ACTUALLY given and I receive and the replacement covers are installed, I do NOT ACCEPT this response. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/22/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. This credit has already been applied to this customers account, and we have provided the documentation of said credit to the customer. 

  Customer Answer

  Date: 03/24/2025

  
  Complaint: ********
  
  I am rejecting this response because: Synchrony Financial does not HAVE this supposed "credit", and I have shown proof FROM THEM (Synchrony), that they have NO RECORD of it. In order to accept this response, I will need confirmation from Synchrony. Synchrony has the supposed credit transaction number provided by Ashley/Morris Furniture, and show no record of it (said there is no credit) and what Ashley Furniture provided as proof was not valid to them. They have no credit from them in any of their records.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Lyndeboro 4-Piece Modular Sectional with ottoman in November. I love my couch however it was accidentally delivered with a Tanavi ottoman and they forgot to add the warranty. Ive been promised an exchange to the correct ottoman or a refund and have received neither we are in February. I just want a resolution Sales order: *********** Customer ID: *******

  

  Business Response

  Date: 03/05/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. This was purchased off the floor as-is and we have no record of the customer reporting this to customer care within 3 days of delivery. The customer only contacted us 01/03/2025 to try adding the extended warranty. We are unable to exchange this item as this was a final sale item and have been in the home too long.

  Customer Answer

  Date: 03/06/2025

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

  Morris furniture is not checking their facts and is making empty statements. 

  I begin calling my sales rep and the store from the day the couch arrived in my home. I begin texting the sales rep early December to follow up. I begin emailing the company and corporate late December after store management and the sales reps told me that their own corporate support would not respond to them or help, and that I should take matters into my own hands. 
  at the time of purchase while in the store, I requested that a warranty be put on my couch. The sales rep told me he forgot and that I would have to call corporate for it. The couch arrived. It showed up with the wrong representative from corporate told me that I would either be refunded for the Ottoman or it would be replaced with another Ottoman on the sales floor of a different location, I can provide the names and the proof for all of these items. 
  

  I either want the correct ottoman for my couch or a refund for the ottoman. I also want my warranty. I will not make exceptions. It’s absolutely unacceptable that it’s taken this company at least 30 emails from me at least 30 phone calls to different stores all around the city and a complaint to the Better Business Bureau to get a response Ashley furniture and Morris company need to streamline their customer care better, and stop putting off the issues that their customers have. You wouldn’t think that I have not been reaching out about my couch if your representatives kept better record of your sales
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/10/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We can look into an exchange for the ottoman per the text messages to your salesperson as long as the piece in your home is returned in new condition with no signs of wear and tear, scratches, nicks, stains, pet hair, pet or food odor, smoke, damage, or missing parts. Please provide photos of the ottoman currently in your home. Also, we are unable to add the protection plan as you requested this after delivery of your items. 

  Customer Answer

  Date: 03/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I’d like a representative from the company to call me and explain how this exchange of items is going to happen. 
  I requested a warranty prior to purchase as I’ve explained numerous time before I left the store on the day of purchase your employee said he forgot to add it to my order and said to call in. They should be trained not to make this mistake and send the issue to customer service. My couch and my ottoman are in pristine condition. I take care of everything I buy and I warranty everything I own there is nothing in my home that I have not purchased a warranty on

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

  Customer Answer

  Date: 03/10/2025

  As requested here is a picture of the Tanavi Ottoman that was delivered with my Lydeboro couch. It is in perfect pristine condition and needs to be switched for the ottoman that actually belongs to my sofa. Please confirm based on the order details that I do indeed have a Lyndeboro couch and a Tanavi ottoman. Please contact me so an exchange can be done And my warranty could be added. I am requesting the bare minimum from your company given that it has taken over 2 months To finally get a resolution
  

  

  Business Response

  Date: 03/10/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We are unable to add the protection plan as the items have already been delivered. We have entered an exchange for your ottoman and your salesperson will contact you to get the correct ottoman ordered within 24-48 hours.

  Customer Answer

  Date: 03/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I do not care to be contacted from anytime at that store. I can continue to communicate through you 
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/24/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have reached out to the store to have them enter the new order. 

  Customer Answer

  Date: 04/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I have not received a call or a order confirmation for the new order morris said they told the store to make. Can someone please provide me the order number or confirmation number or a picture of the order 

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

  

  Business Response

  Date: 04/01/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have reached out to the store again to contact the customer to get this new order entered.
  

• Initial Complaint

  Date:03/04/2025

  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.

  This company delivered a chair to our neighbor, and when they left they hit our mailbox. It’s is completely destroyed. We have a recording of the driver opening the door to see that he hit it, and then he drove away. Our neighbor also witnessed it. It has been 2 1/2 weeks and we have gotten no where with them. They claim it’s an outside company that hit the mailbox, but they won’t give us their information.

  

  Business Response

  Date: 03/06/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. This claim has already been filed and we have reached out to Riverstone to contact the customer regarding this claim. We are unable to provide the contact information since the phone number we have is just for internal use only. 

  Customer Answer

  Date: 03/06/2025

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

  
  It has been 3 weeks and we have not heard from that company. I would gladly file a complaint against Riverstone if they gave me the information to know what the company is. They aren’t telling me anything though. I need some confirmation that I am reporting the correct company. “Riverstone” is not sufficient enough to file a complaint. That could be hundreds of businesses is it Riverstone Logistics, Riverstone Trucking, Riverstone Delivery? Is it the one based out of North Carolina? There is no way they don’t have that information available, they are just choosing to withhold it. This is someone they contracted to do business with, so they hold some of the responsibility to resolve this issue. Especially if they, as one of the largest furniture businesses in the country, used some 1 star, uncredited company to do business with. 

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

  

  Business Response

  Date: 03/10/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have contacted Riverstone and there was some miscommunication with the claim. They will be contacting the customer within 72 hours. 

  Customer Answer

  Date: 03/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  We have been told MULTIPLE times that we will be contacted within 72 hours over the past 3 1/2 weeks. No one has contacted my husband or myself a single time, and we have both actively been trying to find a solution. I will close my complaint if it actually happens. However, they’ve lost credibility by repeating that with no effort to actually follow through. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/10/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have contacted Riverstone again, there was an issue with their system, and they will be in contact. At this time this is all we can do. Please allow 48-72 for them to contact you.

  Customer Answer

  Date: 03/13/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Another 72 hours has gone by and no response. We have been told this “72 hours” nonsense several times now. It has been a MONTH tomorrow, and not once has this company reached out. I don’t have evidence that it’s even a real company. Morris needs to provide a FULL company name, address, and contact information. They contracted this company to make their deliveries, they need to take responsibility for that decision.

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

  

  Business Response

  Date: 03/17/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. I have been in contact with Riverstone, and they are currently working on claims entered around this time as there was a glitch in the system, and they did not receive this when it was entered. The claim has been filed please allow time for them to reach out to you. 

  Customer Answer

  Date: 03/18/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  It has been over a week since you last told me to give them time, and nearing 5 weeks since the incident occurred. I didn’t even have anything to do with any of this! I think I have given both of these companies (assuming “Riverstone” even exists) MORE than enough time with this situation. How long should I be expected to “just wait?” This is not a reasonable request at this point. We had to pay $150 to fix this, and it is time someone compensates us. I have zero faith in anyone to resolve this situation after how poorly it has been handled. Next steps with be legal action. On camera, the driver opened the door to see that he damaged our property, and after seeing the mutilated post and mailbox on the ground, he drove off knowing he did. Now you are helping them cover that up. 
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/19/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. Per Riverstone they have contacted the number ending in -5440 per the initial claim information provided via text, voicemail and also email. They have had no communication back. 

  Customer Answer

  Date: 03/20/2025

  The issue has been resolved. The driver admitted fault and paid for the repair out of pocket.

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a powered sectional reclining couch, with an extra protection plan. It arrived to us in a damaged condition. We let Morris know about this as soon as we discovered it. One of the recliners has a problem, and one of the charging pads does not work properly. They sent out a repairman to inspect our couch and discovered the dysfunctional parts. They ordered replacement parts on July 10th, and told us it would be 90-180 days for them to come in. October 30th the parts were suppose to arrive and never did. Then on November 5th we were told they would arrive and never did. I have called multiple times and they give me the runaround every time saying they lost the parts and are waiting for the factory in china to send them. We are well past 180 days. It has been 223 days as of this writing and Morris hasn't given me any updates. We paid extra for a protection plan. I am desperate for help. Not only would I like them to actually repair the $8000+ couch, I'd like for them to refund the protection plan we paid for.

  

  Business Response

  Date: 02/19/2025

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have reached out to our parts department for an update on the parts order as we will be continuing with the service. Also, we have entered a cancellation request for the extended warranty.