Morris Outlet & Warehouse — Local services in Fairborn

Bought a new power reclining sofa. Broke five minutes after delivery. Service will come look at it in eleven days. Morris Back Room says"sorry". Sofa is very nice, just what we wanted, except it's delivered broken. Customer service seems pathetic. Complaint Resolution: Service DID NOT come in eleven days.( They still haven't contacted me and it's been six months). Anyway, after three weeks of hearing nothing from service company I went back to Morris. After receiving indifferent feedback from store employee, I began telling my problem to other customers at service desk. THAT did the trick. Service rep told me that shortly a new shipment of the sofas would arrive at store and they would swap my broken one for a new. It would be about a week. After ten days I contacted store to ask about sofa. Was informed they sold all they had. Asked for someone I could tell at as it's not the fault of some switchboard operator. Was eventually connected to district manager. Was promised they would swap my broken sofa for new one at another local store the next day. Next day arrives, Morris truck arrives that evening and picks up the sofa. AND LEAVES ME SITTING THE FLOOR. No sofa. Call back and it's night. Nothing can be done. However they absolutely promise that the next day they will deliver new sofa OR I could go to other stores in our area(there's a couple within fifteen miles), pick something else out and they will deliver that. So I go to another Morris store, find something similar although it's about $300 more ($1399 total price). As they are aware of the situation, I ask if they are going to do any price adjustment. They graciously offered to waive the delivery charge. Wow! Deliver a new broken sofa, then pick it up after six weeks leaving me sitting on the floor and the best thing they can do for me is waive a $50. delivery charge??? So to end this nightmare I accept delivery of my original sofa choice which is finally delivered undamaged. Have never heard any follow up from Morris. Will absolutely NEVER GET ANYTHING FROM THEM AGAIN. Don't care if they offer me the entire store plus $1000. I have not used any foul language in this building I really,...

I guess my experience was not typical. There were plenty of red flags but I went along with the purchase anyway. My payment was pending on my account for over a week & then the pending status went away. I was not contacted about the issue. i literally had to go to the store to get an update (2nd visit). I went in to pay cash as they were having issue processing payments from my bank. I was told that my 6 week delivery date would now be pushed back. When I asked why I wasn't informed of my payment not going through, no one had an answer. I wait six weeks...no sofa. So I call...I was on hold long enough to actually drive to the warehouse. 30 min. (3rd visit). I ask for a refund of my cash payment. I was told I could wait for a check in the mail or wait for my sofa. The Mgr. calmed my nerve with talks of a discount on a future purchase. I fell for it. Fast forward - I get a text msg. that my sofa is in route. I LEAVE WORK. Once at home I wait for over an hour. No Sofa. So, I call the store... The driver could not find a route to my house so my delivery needed to be rescheduled....no one called me to tell me this. I go to the sore again...at this point I've been waiting over 2 months for the sofa (4th visit). All I want is my sofa. Never did I ask for a discount or other incentive. Just want my sofa. The Mgr. did work it out for me to receive a sofa that was in stock at the store. I asked to follow the driver to my address to assure he finds his way b/c the other driver got lost...the same nice Mgr. that had assisted me then called me "creepy" to my face. Wow. Entirely unprofessional. The sofa was finally delivered, 2 1/2 months after my purchase date. They only sent one delivery guy so he asked for my help maneuvering the sofa up the steps & into the doorway. he also said that he was told to capture video of his delivery... Nothing can be said about how unacceptable this experience was. Please do better. You had an opportunity to acquire my brand loyalty. You are a large company & you do not need me as a customer...word of mouth travels further...

I would love to post a great review problem is I had a not so good experience with the ordering and delivery of this product. We had placed this order during Black Friday sale and did not receive the couch till 8 weeks later. Second we paid for delivery and set up. They delivered the product and when asked if they were setting up the product they advised they were not doing that. I called the contact person who was very nice but only advised they could refund set up and delivery fee. The problem is I asked if they could have someone sent out to set it up she advised not that day and unknown when someone would be there to set up. This left 5 extremely large boxes fully wrapped sitting in the living room and we had no couch. It took my wife and I over two and half hours to set everything up screw in all 20 legs manually as there were no pre drilled holes. Plus this has taken multiple trash removals to get rid of all the plastic and cardboard. I would think that being it took 8 weeks the Ashley/morris team would double check that the delivery and set up was organized correctly. The couch is great but it was a pain having to do everything when we had not planned on it and had to change the day to set up and break down the couch boxes. The anticipation of the new couch became an issue because of a third party delivery service your company uses making the experience not so enjoyable, this will definitely change my choices of furniture and delivery services in the future. I will not be recommending the additional fee for set up and delivery as your company has fallen short of this...