Morris Home Furniture and Mattress — Attraction in Columbus

I wish there were zero stars. It was my mistake that I ordered from them even after reading all these comments about bad service, worst quality and never ending wait of furniture to arrive. Those comments are true.

So here’s the story: We were looking looking for furniture for our entire house we just moved into and unfortunately we ended up visiting Morris/Ashley. Our order was worth around ~8500 including multiple items for living room, 2 bedroom setups, wine pantry and we other smaller items. While we didn’t have much issue picking smaller items from the store like wall decor, there was major issues with the furniture delivery.

First part of our order arrived within couple of weeks(living room setup). The TV console was chipped from the top(Pretty visible damage), end table was out of balance with one shorter leg, visible cracks and chips in one of the books cases. Decker chest also got delivered with this first delivery which had bubbles in the paint. I was more than willing to return the entire batch but I called the sales guy and he insisted that we keep the furniture on the promise that he will get it replaced. So unaware about how this company works, we kept the items and I believe that was the biggest mistake we made.

Now we got a call from customer service and they scheduled a technician visit to review/fix the damaged items. He agreed end table has a manufacturing defect and hence I was not willing for him to do the patch work or padding to make it look balanced. That is not why I ordered everything brand new. He also agreed for the replacement of decker chest due to bubbles in paint. So we were like OK till this point.

Now starts the wait for the exchange of existing damaged items and delivery of pending items. They never called us regarding the technician visit or what were the next steps. But on 14Nov we got a delivery confirmation for decker bedroom set up and the delivery guy checked the furniture in truck itself and said 2-3 items are damaged so we refused the delivery. Sales guy was still asking us to keep it but whats the point of keeping it now, and keep following up for the replacement.

So same day customer service calls to confirm on why refused the delivery and answer was pretty simple “Damaged furniture”. I started telling her all my frustration for so many weeks and how we are wasting our time trying to follow up/ stay home for delivery and ended up not getting anything in the right order. She was resisting at first and then said why did you even accepted the delivery for living room if it was damaged. I was like because my sales guy told me to. Finally she agreed to replace the delivered and damaged items. I was again hopeful that things are falling in place as she said multiple items are now schedule for 11/20 including end table and replacement for chest.

Now comes 11/20 and no prize for guessing but the bed set up was again damaged. And there was no replacement chest or end table. They did send the decker mirror but without dresser :) with a 2 yr old in house I don’t want to keep a stand alone mirror on the floor. Delivery guy was helpful as he himself spotted the damage and called customer service to report the return. So the entire delivery again was sent back due to damaged delivery and missing items.

I tried calling the store and was unable to reach any of the sales guy. And one person listened to our situation on 11/20 evening but eventually hung up on us may be because it was almost 7pm and thats when they close. But still is it justified? May be not.

Only 11/21 I again called the customer service named Patty and she said there are no notes from your last call and that the delivery was not scheduled for end table and chest but it was promised on 11/14 call. So I had to again explain the whole story to her and she didn't sounded much concerned. But said she will talk to her boss and call me back for these 2 items. To be honest I don't think I will ever receive a call or get this whole mess sorted. It may take months based on my current experience with how this...

Worked with the sales associated named “Lee” to purchase our couch back in June 2020 from the Polaris location. We were quoted a 6-8 week timeframe since we were ordering a custom couch and we were cool with that... and even expected a delay due to COVID. We had just moved into our new house and we still had our old furniture ... so we figured we would be patient no biggie.

Well our original delivery date of late August came, they scheduled our delivery only to contact us the day before delivery to tell us they do not have our couch. In fact we were informed that our couch would not arrive until January 2021. As you could imagine we were angry.

We went up to the store and spoke with the store “ “manager” Wendy as every time we would call the manager would be “busy” and could not come to the phone. We would leave a message and no one would return our call. Wendy looked at our account and informed us that couch would not in fact arrive until April 2021 (almost a year later). When we brought up canceling the couch... we would be told we would have to pay a cancellation fee multiple times, even though the manager and staff could never tell us whether our couch was actually in production, and when we would actually receive our couch

We asked about discounting our purchase due to the TERRIBLE customer experience we have been having and were told by Wendy that they can not discount anything until the item is delivered.... which they could not tell us when that would happen.

Finally two weeks ago my husband contacts the store and just tells them to cancel the order. We got tired of waiting and not getting updated from Morris on the status of our order and tired of the terrible customer service we were receiving when this all was Morris’ fault... not ours.

Then magically the store contacts my husband this past Friday and says our couch arrived and they wanted to deliver it. I was leery to accept the delivery until I knew our purchase was going to be discounted in some way.

My husband decided to have it delivered to our Home yesterday (5/5/21) literally almost a year since purchase and the sectional is INCORRECT! Instead of receiving the sectional we ordered, we received an extra long couch that barely fits in our family room!!

All this waiting and back and forth and the incorrect couch shows up. we tried to call the store and the manager refuses to speak to us on the phone. the sales representative stated the manager of duty “Jan David” if that’s his real name, is currently on a zoom call all afternoon and can not speak to us.

The sales associate took a note down he claims and said he would call us back. He finally calls me back and states that the manager (who has yet to acknowledge us and the terrible experience we are having) said they would order us the correct piece free of charge but we wouldn’t receive it until December 2021-January 2021!!!! Come on almost a 2 year wait to get the correct item we ordered?!?! So documentation has been sent regarding the new piece being ordered or a discount being applied to our account.

At this point we will be submitting a complaint with the BBB as well as looking into legal options. As we have tried our best to address the concern with Morris Furniture and they have done a terrible job at making this right.

Buyer beware!!! Don’t shop here!! You will not receive what you ordered.

UPDATE: this situation still has not been addressed of fixed by Morris. They asked us to come back to the store to select a new fabric TWICE so they could resubmit the couch order for us (which we would still need to wait almost another year for) and each time they call us to notify us that the fabric we selected is OUT OF STOCK. So we are STILL stuck with the incorrect couch that does not fit in our family room. Morris refuses to give us a steep discount of all this trouble and their staff has no desire to provide good customer service to get this fixed. At this point we have no choice to pursue legal action since we are still paying for a couch that isn’t even...

The beginning of my experience here starts out as any decent shopping experience would; great customer service and an attentive sales representative. Once the transaction was complete is when it turned into a complete disaster. This has, by far, been one of the single WORST experiences my husband and I have had with a furniture store.

We came in to Morris Home to purchase a new kitchen table. We found the perfect table, and after browsing the store, ended up finding a couch and several recliners we loved. The purchasing process was pretty seamless, until the salesman called us shortly after we returned home to tell us that the the table we purchased was not in stock. The salesman offered us the display model and a reasonable discount. We accepted the display model with the minimal blemishes it had when we saw it in the store.

First delivery attempt: After several weeks of waiting, and after confirming a delivery date, the day came and went with no table. We eventually called when the day was rapidly coming to a close and my husband was told that, despite confirming the day for delivery, they do not function this way. Apparently they do not schedule based on the day you confirm with them, but seem to randomly choose a day, and call you a few days before hand to let you know. The woman who spoke with my husband tried to explain how the deliveries work - which essentially goes against EVERY reasonable expectation one can possibly conceptualize for an effective delivery team - but at that point the experience was already rapidly approaching unacceptable. Although the woman we spoke with was trying to empathize and be sincere, the overall message was not well received by someone who had taken time out of their day to be home for the expected delivery.

Second delivery attempt: The day finally came - another “confirmed delivery day”. When the gentlemen who delivered the table arrived, we were thrilled... until they brought the table inside. It had a SUBSTANTIAL gash in the side of it that no amount of filler and paint would be able to cover. Not only was it not there when we saw the table in the store, it was likewise not on the damage report. The table was sent back.

Third delivery attempt: Another confirmed delivery day - Monday - and the delivery never shows up. We receive a phone call that the delivery truck had been in an accident, and that the driver was injured. Obviously, we sympathized with the driver, and still to this day hope he is, or has, recovered well from his injuries. Now, given the extenuating circumstances one would THINK Morris would make accommodations to try to get the deliveries that were still on the truck for that day - the ones who were expecting to receive their products that day - would receive some level of priority status to get those products to their customers as soon a possible; some sort of solution-focused customer service. Alas, this level of customer service is but a fairytale for this organization, and Saturday is the soonest the delivery would be rescheduled. We are now over a MONTH simply into waiting for the delivery.

FOURTH delivery attempt: It is now Saturday and the truck arrives. We have been waiting for this delivery for WEEKS. We are ecstatic. The table makes it in the door and... Wait for it.....

it has white paint ALL OVER IT!

We sent it back also. We are officially DONE. We are cancelling the ENTIRE order, and will NEVER do business with this organization again. The level of incompetence and complete disregard for customers and their time is beyond belief. They could not be bothered to bolster their level of customer service to any extent for paying customers.

If you value customer service, and I do mean ANY level of customer service whatsoever, I highly recommend you find somewhere else to do business. Morris Home will waste your time, and attempt to bring you unacceptably damaged products that do not reflect the quality for the price paid.

Update 2/7/18: They were very gracious in our order cancellation. Wish it had ended...