Complaints

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:07/10/2024

  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.

  Feb 2024 I purchased a recliner sofa Within 3 months started having mechanical and upholstery issues They sent a very unprofessional person to look at the sofa He said that was normal for that type of sofa but yet offered to repair ??Called to see when they were gonna do repairs talked to another unprofessional women who slammed the phone down and hung up on me Then I spoke to the owner , who was very condescending when he spoke to me He also let me speak to the representative from ************************ who was extremely RUDE Then their repair person also very unprofessional made ONE attempt to contact me to set a time and date to do repairs never left a voicemail He said I was refusing the repair Finally he called and set a date and time ....I took off work for appointment he didn't show until 2 hours after agreed time I can't just take off work at their convenience It's been a couple weeks and have not heard nothing from them

  Business Response

  Date: 07/26/2024

  We have made efforts to service this product but have not been able to connect our service contractor to ****************. we have turned this warranty claim over to Catnapper (all warranty claims are the reasonability of Catnapper, Morgan Furniture generally works with our local customers to resolve any issues, but we have been unable to do so) Catnapper has a ************************ that services warranty claims such as this one. They will be contacting **************** to schedule a service call to make the service adjustments to resolve this issue.

  Customer Answer

  Date: 07/26/2024

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

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• Initial Complaint

  Date:06/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a couch and chair from them a couple years ago. The padding went flat and was under warranty so I contacted them in 2021. I kept getting told that they filed it and due to Covid it was on back order. Called every month and was told the same thing. Finally I called February of 2022. I got a new employee and ordered the filling. When it came in one of them were missing. I keep calling and they keep telling me they are sending an email to the company and will call me back and never do. Its 2 years later I still do not have the replacement filling for my couch and chair. No one returns my calls. The lady who answers the phone told me that the owner doesnt want to pay to ship the missing cushion filling. This is the worst customer service I have ever had to deal with.

  Business Response

  Date: 07/16/2022

  We delivered this furniture on 11-19-2018 the furniture a one year warranty on everything, after one year the frame and mechanism have additional warranty for 6 more year. The manufacturer's warranty does not cover shipping cost of any parts after the first year. the parts needed must come from the manufacturer and they will ship on their trucking when they ship orders to us, or the shipping cost can be paid by the consumer and ******** ********************** will ship the parts separately. The ********** are not willing to pay the shipping cost, we therefore must wait until ******** ships an order to us. We have an order at ******** and expect that order to ship within the next few weeks. regrettably shipping  from all of our manufacturers are still difficult, and are taking longer than we would like. Once we receive these parts we will make arrangements to have the service work done. The labor is not covered after the first year.