Morris Home Furniture and Mattress — Attraction in Florence

If I could post negative stars I would. This is a long post so let me start by saying, look elsewhere for your furniture/mattress/anything.

My wife and I recently purchased a mattress from Morris and scheduled deliver 2 weeks out. Delivery day comes and it's getting pretty late in the day and I haven't heard from anyone. I talked to customer service and they say I'm the last stop and they'll be here around 8 pm. This is t great because I have a 7 year old and an 11 month old who isn't the best sleeper but I figure it's only a mattress so it should be quick. They finally called me 3 minutes before they arrived at 10:44 pm. I was already in bed at this point because I had to work the next day. I found out that next day that when they showed up, not only were they late but they went up to my neighbors house and knocked on the door. Luckily my neighbors weren't home because they also have small children.

Right now it is 10:53 pm on their second attempt at delivering the mattress and I have yet to receive a call or have them show up. The window I received in two emails was between 3:30 and 7:30. At 7:30 I talked to someone at the store who assured me they were on the last stop before me and only ten minutes away in Burlington. At 9:30 I checked the status again and it said they had left that stop and were on their way. Every person I have spoken to has made no attempt to help and I have yet to even hear someone apologize. The customer service person had lots of excuses, the lady at the store told us there was nothing they could do and that we had to call ourselves because the last time she called she was on hold for 20 minutes. Gosh, that must have been terrible for her. I understand things happen but we are on our second attempt and they are 3 1/2 hours late and still no call/no show. I've had some bad experiences with companies in my time but without question this is the worst. The delivery company is a 3rd party but when you partner with someone and they treat your customers like this you need to rectify the situation. Plus, who thinks its acceptable to deliver a mattress (or any furniture for that matter) between 10:45 and 11 pm?

12/29/19: I have now been left with no choice but to cancel my entire order. The response from Morris was apparently just a form response because I provided my information to the email address they told me to and no response. I had to go into the store, again, and spent well over an hour. While I was there, 3 other people were at the customer service desk for similar deliver based issues and one lady was left in tears and eventually had to cancel her order as well. After being there for so long, I was told that my mattress was scheduled to be delivered today. I was also told that an area manager had been logged in and had initialed the order, which would indicate to the deliver people that this was extremely important. Apparently this means something very different at Morris because I called today to get a window for the delivery. The customer service person I spoke to begins to tell me how confused she is by the screens that she's looking at but after originally telling me that I'm delivery #7 and it should be here by 1 or 2, she then tells me that she has found updated notes that indicate they couldn't find the mattress so it won't be delivered today. After blocking off two days to be available for the delivery and waiting up till 11 or later, the 3rd attempt to deliver this mattress has now failed as well. Of course I have heard it's the delivery companies fault, which it is, but Morris chose this company and not one time have they offered to compensate me for all the lost time, the times I've had to come back up to the store or the general convenience. Not one time did anyone go out of there way to make this delivery happen. In cases like this, you would generally reach out to someone with a little higher authority than you if you don't feel you can resolve an issue but not once did anyone higher up get involved.

The moral here is don't...

FRAUD BEWARE!!! DO NOT WORK WITH SPENCER OR JUAN!!!! DONT SIGN FOR ANYTHING UNLESS YOU INSPECTED THE MATERIAL IS NOT BROKEN!! It's really strange that they can deliver the furniture but not pick it up so keep in mind everything is 3rd party.

In September 2023 delivery men broke my couch, when I called the same day, they said now it was out of stock. I went back and forth and back and forth with them trying to get a replacement. First they had to send techs out to verify the couch was indeed broken. Anyway, after they sent in pictures to verify the couch frame was broken, I was told numerous times the local store would get in touch with me about when it was back in stock to schedule a delivery. They never contacted me; I had to continually contact them for in stock estimates. Then, when it was in stock, they told me they scheduled me for delivery, but did not clarify it was an add on and unlikely to be approved. They said they cannot reserve the item, so it went to someone else. This happened twice. I asked why can't they prioritize someone who has been waiting for several months? They had no real answer. I asked if this was normal and they said no, but at this point I doubt that with how horrendous their customer service is. Finally, I was able to get a delivery scheduled in December 2023. They picked the couch in the wrong color, so it went back to the warehouse. When I called again, big surprise, it was out of stock. I was so fed up at this point I told them I don't even want the couch anymore just give me a refund. They refused and told me company policy is to never give a refund, all they will do is offer $75 store credit. Finally just today I was able to have the couch replaced. I was with a broken couch for 4 months, not once did morris initiate contact to have the matter resolved even though their website says this and they promised to do so numerous times. I will never buy from them again. This is the worst company I have ever had the displeasure of dealing with. Do yourself a favor and go elsewhere! The couch isn't even that nice, you think it's a good value based on price, but really it isn't. The fabric is rough and pills almost immediately.

Recommendations: -Build the furniture yourself, some of the builders don't know what they are doing. -you will NEVER get a refund, so ensure you're happy with what you purchased. -sales rep work off commission, they will sell you sets even if they aren't compatible. King size bed set, mattress. The frame did not fit the bed set. Builders broke the frame trying to build it. Had the builders come out and pick it up. Stated we were gonna get a refund in 2 months. Claimed they never got the frame back which is why we didn't get refunded. Corporate says they never give refunds only store credit then stated store credit expired because we waited so long.

From my view and experience, the associates are charismatic but will get you as they did to my sisters. They promise you one thing, and you get another. You’ll end up finding out that hard way when you have extra charges on your bills down the road in which case you’ll have to contact the BBB and go through a whole fiasco of hoops to get your justice. It’s completely unfair and frustrating as this place will suck your energy dry to get any justice back on your side. I wish I had a go pro mounted on my person during this whole ordeal. if they promise your extras and bonus add-ons and what not, DO NOT APPROVE because these are not free you’ll end up disputing these charges later because like again, they’re sales associate will promise you one thing but you end up finding out you’re charged for something else. This whole experience made our anxiety through the roof and honestly I’m just better off purchasing quality vintage used leather coaches and purchasing furniture from...

I don’t think I’ve ever posted a review, especially a negative one but I am hoping it will educate potential buyers about Morris Furniture. I made a purchase of leather sofa and loveseat in Florence, KY which initially went well until I had a problem with the sofa. When a problem occurs is when you find out how well you are going to be treated by a company to resolve your issue and they have failed miserably. The customer service I've received from Morris (from the sales rep, the management in the Florence store and their customer service team) has been severely lacking to say the least.

I paid $4500 for a leather sofa and love seat with power recliners. Not terribly expensive but still expecting it to last for several years. After 7 months we started noticing the cushion of the left and right hand side of the sofa bulging, both sides which had power recliners. Replacement seat pads were ordered in November 2018 and I was told it would take 60 days. Initially when the pads were ordered I asked about the warranty as I was concerned about the furniture already failing after 6 months. Their customer service rep stated the 1 year warranty wouldn't be extended and it would be up to the manufacturer if they would replace the pads if it happened again, wow, seriously? I asked to talk to management about the warranty and she told me I would get the same answer from anyone I spoke with. So let me get this straight, by the time I receive the replacement pads I will have 2 months left on my warranty and if it happens again it’s up to the manufacturer in China to decide if they are going to do anything about it? Unacceptable! So I called my sales rep to chat about the warranty situation and he never returned any of my calls. I guess once he made the sale he was finished with me. This is obviously not the way to treat a new customer especially if you would like repeat business from them.

After no return calls from the rep I spoke with the assistant manager in the Florence store, explained my situation in which she empathized and told me she would check on the warranty and get right back to me. I felt better after talking with her but disappointed when I didn’t receive a call back. I called to talk to the store manager and unfortunately I received the assistant again as the store manager wasn’t in. It had been over two months since the pads were ordered and I asked her to check on when they would be in and the warranty. She was apologetic and said she was on it and promised to call me right back, hopefully within the hour. You guessed it, no call back from her. Towards the end of the business day I called to leave a message with the store manager. Well, I tried to leave a voice message for her but I received an automated message that her mail box was full! I can only assume she is receiving a lot of complaint calls. So I called back and left a message with a store employee for her to return my call and you guessed right again, no return call.

Unfortunately it's now going on 7 months and still waiting no pads. It must be a really slow boat from China! And my 1 year manufacturer warranty expired in March 2019.

I wish I would have read all the negative reviews on Google, Yelp and BBB before purchasing, Morris has terrible ratings. Totally my bad! I’ve talked to my lawyer, there is really no recourse except to sue which I’m not going to do. I’ve filed a complaint through the BBB and sent a personal message to Larry Klaben (the owner) through his Linked In account hoping to reach him for his assistance, so far no answer from him. I am hoping he is more responsive than the rest...