Morris Home Furniture and Mattress — Local services in Beavercreek

i purchased 2 recliners on 12/27/2024 for 750.00 each & was talked into a 5 year protection plan @ an additional 229.99 By Godwin Kiveu, (selling manager MPP and Education). Free delivery was included, however, once the delivery driver got here they tried to get me for additional money because the boxes were too big to fit in my doorway, my doorway is 36" wide & ive had a side by side refrigerator easily come in through this door. I refused the delivery, after paying 1,846.76 & promised free delivery i was a bit upset i was being shook down by the delivery team sent with my order. I also submitted a complaint on the delivery team & ask management to contact me. Management did contact me & apologized & i agreed to reschedule the delivery with a new delivery team, which went well. I finally got my chairs Jan 20,2025. I submitted a claim 3/28/2025 because i sat on chair & caused a hole in center of cushion. I was asked to submit photos, which i did & description of what happened. i got a claim number. I was asked to provide my personal info, address ect. I did & was told via email my claim was being processed. Ive rached out to get updates on my claim 6 times over the last 2 months & have gotten the run around everytime! We apologize for the delay in resolving your request & have escalated the matter to the relevant department to ensure a timely solution. this all through email. I called them 5/20/2025 to get an update and was told they would get back to me within 48 hrs with an answer. I still have'nt heard anything from them. The sales manager Godwin Kiveu sold me this 5 year protection plan which is seemingly not actually a valid product & Morris refuses to help resolve my issue, they say it doesnt have anything to do with them! Now why would you promote & sell a service for your valued customers & let them be taken advantage of by the very product youre selling? I've been a long time customer of Morris up to this recent transaction with them, and have looked further into trying to find help resolving my complaint through 3rd party BBB where i found that they dont seem to really care about their customers at all! They have 1 star average rating with several hundred BBB complaints with minimal complaints resolved. Do yourself a favor before buying anything from morris furniture & read their profile on BBB.com & read some of the reviews & complaints they have! You may just find it better to spend your money elsewhere, as i will surely do...

BLUF: I will never do business with Morris in the future and will actively warn friends and family with my story.

Pros: In store location is nice, good displays, seemingly helpful in-store staff, nice looking/feeling products. Cons: I've been waiting since the 15th of April for a product I've already purchased. What's worst was I was expecting these 2-4 weeks out. At worst 6 weeks out after discussing incoming shipments with the in store reps. After calling to follow up on my order, I'm suddenly being informed that my order won't be fulfilled till late July. Attached are the screenshots of what the website was reporting before and after my contact with their support. So I have the sales rep telling me 2, maybe 4 weeks, at worst 6 weeks. I have the website saying 6 weeks. I have the online support telling me 3+ months. They at least changed the expected delivery date on the website. I'm left wondering just how many of these chairs were given to other clients instead of the guy who already paid. The remote staff (web chat & telephone) were of little help and shifted quickly to providing a cookie cutter answer. Likely a problem with how corporate demands they handle the calls, but still came off extremely uncaring.

Bottom line, this feels like a scam riddled with misinformation and likely shifting priorities for their stock. Update 12 July 25: My shipment finally arrives. It however arrives in terrible shape. Two of the chairs were repackaged with one of the boxes missing mounting hardware. After assembling, I realized that they sent me used products as there was wear on the included repacked hardware. At least the delivery crew did me the favor of including a picture of the product falling out of the box inside my delivery receipt. Update 25 Aug 25: I submitted a support ticket for my order on 7 Aug, they replied "I’ve contacted our shop department to request a hardware pack for the chair. Once I receive confirmation from them, I’ll follow up with the next steps to ensure you receive the necessary parts promptly." There has been zero communication, follow up, or delivery of any missing hardware. All things considered, I HIGHLY discourage ever doing business with Morris. Their backend support is lacking, they lie about deadlines, they allow tickets to go ignored, and any remote assistance has been extremely unhelpful. I have now waited for over 4 months to still not have the product...

Extremely inadequate customer service. We purchased a special order sectional sofa on 19 Aug 22 and it was delivered several weeks early on 4 Nov 22; the delivery team was professional, assembled the unit, and there were no issues with the quality of the sofa. Well done on that aspect.

With our order, there were supposed to be 5 throw pillows, but we received 3. Not a huge deal, so we went into the store to let them know. Alex Fleming talked to a store manager, and we were promised the pillows in December. After my wife's 4 in-store visits and one online chat - no one answered the several phone calls - all with no return phone calls from the store personnel and one conversation with the associate from Kenya that left my wife feeling belittled and demeaned, I went into the store on 12 Jan 23 and spoke with our initial sales representative, Dayon Sims. He gave me his business card, his word, and a handshake that he would order the pillows and have an email confirmation to me by the following day, 13 Jan.

We received the confirmation and didn't read it closely enough to realize it was a reservation and not an order - so no pillows came. His business card had an email address that was undeliverable and a phone number that no one answered. I sent a return email to Dayon and Alex on 9 Feb 23, after learning the proper email address, and neither of them replied.

I went back into the store on 6 Mar and spoke with the gentleman from Kenya, who again refused to offer semblance of customer service and left me feeling extremely unsatisfied; he would not budge. He said that sofa does not come with 5 pillows, only 3; our order receipt clearly indicated 5 pillows. He refused to assist us in any way. The next morning, my wife used an online chat and we were promised the 2 pillows within 2 weeks and were given an order number. The pillows were delivered 20 days later (not bad!) - and they were the WRONG COLOR. Ha ha! At this point, we didn't care, happy to finally receive what was promised.

In summary, if you can purchase furniture directly from the store, the customer care seems fine - just don't have any problems or special circumstances, where the in-store customer care ceases to exist. We do not plan to return to Morris Furniture in Beavercreek for any future furniture purchases, we will not recommend this store to anyone, and unless they can improve their customer service, I recommend that...